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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-38
Trunk group tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. This includes calls delivered by "messaging split/skill",
"check backup", and "route to split/skill" vector commands, direct agent
calls, and redirect on no answer routing. Calls answered in a main
split/skill can be calculated as ACDCALLS - BACKUPCALLS. Available
on Generic 3 switches with vectoring. NOTE: The Redirect on No Answer
to VDN routing feature is available on the
DEFINITY
ECS.
This is a cumulative item.
Vector tables
The number of ACDCALLS that were delivered to and answered by this
split/skill by a vector command other than "queue to main" and the
number of ACDCALLS that were delivered to a split/skill by a “queue to”
vector command answered by an agent that has neither reserve1 or
reserve2 skill levels assigned for that skill. This allows tracking of calls
answered by agents with a reserve1 or reserve2 skill level assigned for a
particular skill. Calls answered in a main split/skill (MAINCALLS) can then
be calculated as ACDCALLS - BACKUPCALLS However, MAINCALLS
does not include direct agent calls. BACKUPCALLS includes "messaging
split/skill" calls, "check backup" calls, and calls that route to a split/skill or
direct agent, either by the "route to" vector command or by adjunct
routing. Calls that are redirected back to the split/skill using the
redirection on no answer feature and are subsequently answered are
also counted as BACKUPCALLS. NOTE: The Redirect to No Answer to
VDN routing feature is available on the
DEFINITY
ECS. Available on
Generic 3 switches and on the ECS with the vectoring feature.
This is a cumulative item.