Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

2

2

The HELD item appears in the following database tables:

Total number of times this call was placed on hold by the answering 
agent in this call segment. With agent-to-agent calls, this count is 
incremented for the agent who puts the call on hold, but not for the calling 
agent. (For the ECS and Generic 3 switches, applies to all calls the agent 
put on hold.)

2

2

The HIGHCALLS item appears in the following database tables:

Number of ACDCALLS with high priority that were answered by agents in 
this split/skill (for example, answered calls that were queued to the 
split/skill with high priority by a "queue to main" or "check backup" vector 
command) For Generic 3 switches with the Vectoring feature, this 
includes calls that were queued to a split/skill with priority using the "route 
to" or "messaging split/skill" vector commands, and calls that queued 
directly to a split/skill with priority. (Priority in these cases is determined 
by the class of restriction of the originator, which is an agent, an 
extension, a trunk group or a VDN.) Available on Generic 3 switches with 
the Vectoring feature.

This is a cumulative item.

2

2

The HOLDABN item appears in the following database tables:

Whether or not this call abandoned from hold in this call segment. Valid 
values for HOLDABN are 0=NO, 1=YES. With Generic 3 switches and 
the ECS, this applies to all calls the agent put on hold.