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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-39
VDN 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 the main split/skill can then be
calculated as ACDCALLS - BACKUPCALLS. However, this calculation
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 then answered are also counted
as BACKUPCALLS. NOTE: The Redirect on No Answer to VDN routing
feature is available on the
DEFINITY
ECS. Available on Generic 3
switches and the ECS with the vectoring feature.
This is a cumulative item.
BH_ABNCALLS
(daily only)
2
Database tables 2
The BH_ABNCALLS item appears in the following database tables:
Trunk group tables
The number of incoming calls carried by the trunk group that abandoned
during the busy hour.
This is a busy hour item.
VDN tables
The number of INCALLS that were abandoned by callers during the busy
hour.
This is a busy hour item.