Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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The ANSTIME item appears in the following database tables:

Time spent by callers in queue or ringing before being answered by an 
agent.

This is a cumulative item.

The time that split/skill and direct agent ACD calls waited while executing 
steps in this vector, queuing, and ringing before being answered by an 
agent. ANSTIME includes RINGTIME.

This is a cumulative item.

The time split/skill and direct agent ACD calls spent waiting to be 
answered in vector processing, in queue, and while ringing. ANSTIME 
includes RINGTIME.

This is a cumulative item.

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The ASA (real-time) item appears in the following database tables:

The switch-provided rolling average speed of answer for this split/skill. 
This value is sent to 

CentreVu CMS whenever it changes on the switch 

(for example, when a call is answered). EWT and ASA should not be 
expected to match. ASA gives a historical perspective, while EWT 
changes constantly to match current conditions such as queue length 
and staffing changes. Available with Generic 3 Version 4 switches for 
vectoring feature enhancements.

This is a status item.

The switch-provided rolling average speed of answer for this VDN. This 
value is sent to CMS whenever it changes on the switch when a call is 
answered. Available on Generic 3 Version 4 switches and on the ECS 
with vectoring.

This is a status item.