Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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For G3V2 and later switches, a call is counted as a forced disconnect call 
whenever the forced disconnect vector step is executed. The call is 
counted as a disconnected call even if the caller hangs up before 
listening to the entire announcement. For G3V2 and later G3 switch 
releases, a call that is dropped by the switch because the Vector 
Disconnect Timer timed out or reached the end of vector processing 
without being queued will also be recorded as a forced diconnect call.

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For Generic 3 switches, 

CentreVu CMS separately tracks look-ahead 

interflow calls attempted and completed using database items that start 
with LOOK. Look-ahead interflow calls are a subset of interflow calls.

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For the Generic 3 switches, 

CentreVu CMS tracks hold time, transfers 

and conferences for personal calls (non-ACD or extension calls) for the 
G3 switches. 

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With this feature, 

CentreVu CMS is allowed to separately track AUXIN 

and AUXOUT time for calls made and received when an agent has an 
ACD call on hold. These calls are now distinguished from time spent on 
other AUXIN or AUXOUT calls. 

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Also for Generic 3 switches, in the VDN tables, connect calls, abandoned 
calls and their times will be tracked for calls that “route to” an extension. 
Call pickup calls are tracked as personal calls, even if an ACD call is 
picked up by an agent in the same split/skill.