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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-46
BUSYCALLS 2
Database tables 2
The BUSYCALLS item appears in the following database tables:
Split/skill tables
Number of CALLSOFFERED calls that were given a busy signal by the
switch. This happens when a "busy" vector command is executed while
the call is queued to this split/skill (and this is the primary split/skill the call
is queued to) or if a call queued to this split/skill forwards to another
split/skill whose queue is full. On Generic 3 and later switches, a busy is
given because a non- vector controlled split has a full queue, no queue
and no available agents, or no agents that are staffed.
This is a cumulative item.
Trunk tables
The number of INCALLS that were given a busy signal by the switch.
This can occur on all switches via the "busy’’ vector command. On
Generic 3 switches without vectoring, BUSYCALLS can occur if a call is
routed to a split/skill with coverage set to "yes" where there are no agents
available, the queue is full (or there is no queue), there is no coverage,
and an announcement has played or the trunk is not a CO trunk. Also on
Generic 3 switches, BUSYCALLS can occur if a call is routed to a direct
agent with coverage set to "yes", the agent is not logged in and there is
no coverage path administered and an announcement has played or the
trunk is not a CO trunk. BUSYCALLS can occur on Generic 3 switches
without vectoring when a split queue is full or there are no queue slots, no
busy coverage is administered and an announcement has played or the
trunk is not a CO trunk.
This is a cumulative item.
Vector tables
The number of INCALLS that were given a busy signal by the switch.
This can occur on all switches when the "busy’’ vector command is
executed. On Generic 3 switches, BUSYCALLS can occur if a call is
routed to a split with coverage set to "yes" where there are no agents
available, the queue is full (or there is no queue), there is no coverage,
and an announcement has played or the trunk is not a CO trunk. Also on
Generic 3 switches, BUSYCALLS can occur if a call is routed to a direct
agent with coverage set to "yes", the agent is not logged in and there is
no coverage path administered and an announcement has played or the
trunk is not a CO trunk.
This is a cumulative item.