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Database Items and Calculations
CentreVu®
CMS R3V8 Database Items and Calculations
Database Items 2-47
VDN 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 and the ECS, 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 and the ECS, 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, an announcement
has played, or the trunk is not a CO trunk.
This is a cumulative item.
BUSYTIME 2
Database tables 2
The BUSYTIME item appears in the following database tables:
Split/skill tables
Time callers waited in queue until hearing a busy tone for all
BUSYCALLS.
This is a cumulative item.
Vector tables
The time callers waited in queue until hearing a busy tone for all
BUSYCALLS.
This is a cumulative item.
VDN tables
Duration of all BUSYCALLS (until the trunk goes idle).
This is a cumulative item.
CALLER_HOLD 2
Database tables 2
The CALLER_HOLD item appears in the following database tables:
Agent trace tables
Agent put the current call on hold. For Generic 3 switches,
CALLER_HOLD applies to all calls the agent put on hold.