Manuels d'utilisation pour Lucent Technologies Release 3 Version 8

Table des matières

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  1
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  1
• CentreVu® CMS R3V8 Database Items and Calculations

  1
• Table of Contents

  5
• Preface

  19
• 1 Introduction

  21
  • General Information

    21
    • Introduction

      21
  • How Database Items and Calculations Are Presented

    22
    • Introduction

      22
    • Database Items

      22
      • Sample Database Item Table

        22
    • Database Tables

      22
      • Items in Different Tables

        23
      • Items in Definitions

        23
    • Index Database Items

      23
    • Database Item Types

      23
      • Historical and Real- Time Data

        23
      • Call-Based Data

        24
      • Interval-Based Data

        24
    • Sample Switch Cross-Reference Table

      24
    • Calculations

      25
      • Sample Standard Dictionary Calculations Table

        25
  • Terminology

    26
    • Database Terminology

      26
  • Database Table Names

    33
    • Introduction

      33
    • Real-Time Table Names

      33
    • Historical Database Tables

      34
  • Interactions with Switch Features and Tracking of Switch Capabilities

    36
    • Introduction

      36
    • Adjunct-Placed and Adjunct- Routed Calls

      36
    • Call Handling Preference

      36
    • Forced Disconnect

      37
    • Look-Ahead Interflow Calls

      37
    • Personal Call Tracking

      37
      • Tracking of AUXIN and AUXOUT Time

        37
      • Tracking for “Route To” Calls

        37
      • Data Tracking Capabilities

        38
      • Hold Tracking for Supervisor Assist Example

        38
      • Abandoned Calls

        40
      • Phantom-Abandon Calls

        40
      • Phantom-Abandon Call Timer

        40
      • PHANTOMABNS Database Item

        40
      • Phantom-Abandon Call Timer Not Enabled

        40
      • Phantom-Abandon Exceptions

        40
      • Transferred and Conferenced Calls

        41
      • Audio Difficulty

        41
    • Direct Agent Calling (G3)

      41
      • Direct Agent Data in Reports

        41
      • Switch-Specific Capabilities

        41
    • Expanded Agent Capabilities (DEFINITY ECS R5 and Later)

      42
    • Multiple Call Handling (G3V3)

      42
    • Forced Multiple Call Handling (G3V4)

      43
    • Hold Tracking (G3)

      43
    • Ringing (G3)

      43
    • Transfer Tracking

      43
    • Conference Tracking (G3)

      43
    • Call Pickup

      43
    • Agents in Multiple Splits/Skills

      44
      • Real-Time Reports

        44
      • Splits Shown on Real-Time Reports

        44
      • Real-Time Split/Skill Reports

        44
    • Multiple-Split/ Skill Queuing (G3)

      45
      • Multiple Split/Skill Queueing Example

        45
    • Best Service Routing (DEFINITY ECS R6)

      46
    • Agent State Tracking at Login

      46
      • Generic 3 Switch Functionality

        46
    • Move Agent While Staffed (G3V4 and later)

      47
    • Converse Vector Command (G3V2 and later)

      47
      • Tracking

        47
    • Go To Vector

      47
    • Outbound Call Management (OCM)

      48
    • Redirection on No Answer (G3V2 and later)

      48
    • Skill State

      48
    • Switch Average Speed of Answer (G3V4 and later)

      49
    • Timed ACW

      49
    • Tracking of Times/Duration

      49
      • TIME Database Items

        49
    • Trunk No Answer Timeout (G3V2 and later)

      49
    • Vector Disconnect Timer (G3V2 and later)

      50
    • VDN Active Calls

      50
    • Wait Answer Supervision Timer (WAST)

      50
    • Universal Call ID (DEFINITY ECS R6)

      51
    • CentreVu Advocate (ECS R6 and later)

      51
    • Location (ECS R8 and later)

      52
      • Location ID for agents

        52
      • Location ID for trunks

        52
• 2 Database Items and Calculations

  53
  • Overview

    53
    • Purpose

      53
  • General information

    54
    • Overview

      54
    • Database item types

      54
    • Split/skill database items

      55
    • Agent database items

      55
    • Trunk group database items

      56
    • Trunk database items

      56
    • Vector database items

      56
    • VDN database items

      57
    • Call work codes database items

      57
    • Agent login/logout database items

      58
    • Agent trace database items

      58
    • Current day configuration database items

      58
    • Current day report database items

      59
    • Call record database items

      59
    • Exception historical database items

      59
  • Database Items

    60
    • Overview

      60
    • ABNCALLS

      60
    • ABNCALLS1-10

      62
    • ABNQUECALLS

      62
    • ABNRINGCALLS

      63
    • ABNTIME

      63
    • ABNVECCALLS

      64
    • ACCEPTABLE

      65
    • ACD (index)

      65
    • ACD_RELEASE

      67
    • ACDAUXOUT- CALLS

      67
    • ACDCALLS

      68
    • ACDCALLS1-10

      69
    • ACDONHOLD (real-time)

      69
    • ACDTIME

      70
    • ACTIVECALLS (real-time)

      70
    • ACWINCALLS

      71
    • ACWINTIME

      71
    • ACWOUTADJ- CALLS

      72
    • ACWOUTCALLS

      72
    • ACWOUTOFF- CALLS

      73
    • ACWOUTOFF- TIME

      73
    • ACWOUTTIME

      74
    • ACWTIME

      74
    • ADJATTEMPTS

      75
    • ADJROUTED

      76
    • ADJUNCTOUT (real-time)

      76
    • AGINRING (real-time)

      77
    • AGOCC

      77
    • AGSTATE (real-time)

      77
    • AGT_RELEASED

      78
    • AGDURATION (real-time)

      78
    • AGTIME (real-time)

      78
    • ALLINUSE (real-time)

      79
    • ALLINUSETIME

      79
    • ANI_SID

      79
    • ANSCONN- CALLS1-10

      80
    • ANSHOLDTIME

      80
    • ANSLOCID

      80
    • ANSLOGIN

      81
    • ANSREASON

      81
    • ANSRINGTIME

      81
    • ANSTIME

      82
    • ASA (real-time)

      82
    • ASSIST (real- time)

      83
    • ASSIST_ACTV

      83
    • ASSISTS

      83
    • ATAGENT (real-time)

      84
    • AUDIO

      84
    • AUXINCALLS

      84
    • AUXINTIME

      85
    • AUXOUTADJ- CALLS

      85
    • AUXOUTCALLS

      86
    • AUXOUTOFF- CALLS

      86
    • AUXOUTOFF- TIME

      87
    • AUXOUTTIME

      87
    • AUXREASON (real-time)

      88
    • AVAILABLE (real-time)

      88
    • AVGAGSERV

      88
    • AVGSPEEDANS

      89
    • AWORKMODE (real-time)

      89
    • BACKUPCALLS

      89
    • BH_ABNCALLS (daily only)

      91
    • BH_ACDCALLS

      92
    • BH_ACDTIME

      92
    • BH_ALLINUSE- TIME

      92
    • BH_BUSYCALLS

      93
    • BH_DISCCALLS

      93
    • BH_INCALLS

      93
    • BH_INTIME

      94
    • BH_OABN- CALLS

      94
    • BH_OACD- CALLS

      94
    • BH_OOTHER- CALLS

      95
    • BH_OTHER- CALLS

      95
    • BH_OUTCALLS

      96
    • BH_OUTTIME

      96
    • BH_STARTTIME

      96
    • BH_VDNCALLS

      97
    • BLOCKAGE

      97
    • BSRPLAN

      97
    • BUSYCALLS

      98
    • BUSYTIME

      99
    • CALLER_HOLD

      99
    • CALLID

      100
    • CALLING_II

      100
    • CALLING_LOGID (real-time)

      100
    • CALLING_PTY

      101
    • CALLSOFFERED

      101
    • CHANGE

      101
    • CHANGED (real- time)

      102
    • CHPROF

      102
    • COMPLETED

      102
    • CONFERENCE

      102
    • CONNECT- CALLS

      103
    • CONNECTTIME

      103
    • CONNTALKTIME

      104
    • CONSULTTIME

      104
    • CWC (index)

      104
    • DA_ABNCALLS

      105
    • DA_ABNTIME

      105
    • DA_ACDCALLS

      105
    • DA_ACDTIME

      106
    • DA_ACWIN- CALLS

      106
    • DA_ACWINTIME

      106
    • DA_ACWOADJ- CALLS

      107
    • DA_ACWO- CALLS

      107
    • DA_ACWOOFF- CALLS

      108
    • DA_ACWOOFF- TIME

      108
    • DA_ACWOTIME

      108
    • DA_ACWTIME

      109
    • DA_ANSTIME

      109
    • DA_INACW (real-time)

      109
    • DA_INQUEUE (real-time)

      110
    • DA_INRING (real-time)

      110
    • DA_OLDEST- CALL (real-time)

      111
    • DA_ONACD (real-time)

      111
    • DA_OTHER- CALLS

      112
    • DA_OTHERTIME

      112
    • DA_QUEUED

      112
    • DA_RELEASE

      113
    • DA_SKILL (real-time)

      113
    • DACALLS_FIRST (real-time)

      113
    • DEFLECTCALLS

      114
    • DEQUECALLS

      114
    • DEQUETIME

      114
    • DESTINATION (real-time)

      115
    • DIALED_NUM

      115
    • DIGITS_DIALED

      116
    • DIRECTION (real-time)

      116
    • DISCCALLS

      117
    • DISCTIME

      118
    • DISPIVECTOR

      118
    • DISPOSITION

      119
    • DISPPRIORITY

      120
    • DISPSKLEVEL

      120
    • DISPSPLIT

      120
    • DISPTIME

      121
    • DISPVDN

      121
    • DURATION (real-time)

      121
    • EQLOC

      122
    • EVENT1-9

      123
    • EVENT_TIME

      123
    • EWTHIGH (real-time)

      124
    • EWTLOW (real-time)

      124
    • EWTMEDIUM (real-time)

      125
    • EWTTOP (real-time)

      125
    • EXT_CALL_ ORIG

      126
    • EXTENSION

      126
    • EXTN

      126
    • EXTYPE

      127
    • FAGINRING (real-time)

      130
    • FAVAILABLE (real-time)

      131
    • FAILURES

      131
    • FCALLS

      131
    • FINACW (real-time)

      132
    • FINAUX

      132
    • FIRSTVDN

      132
    • FIRSTVECTOR

      132
    • FMETHOD

      133
    • FONACD (real-time)

      133
    • FOTHER (real-time)

      133
    • FSTAFFED (real-time)

      133
    • GNAGINRING (real-time)

      134
    • GNAVAILABLE (real-time)

      134
    • GNINACW (real-time)

      134
    • GNINAUX (real-time)

      135
    • GNINAUX0 (real-time)

      135
    • GNINAUX1-9 (real-time)

      135
    • GNONACD (real-time)

      136
    • GNONACDAUX- OUT (real-time)

      136
    • GNONACDOUT (real-time)

      136
    • GNONACWIN (real-time)

      137
    • GNONACWOUT (real-time)

      137
    • GNONAUXIN (real-time)

      137
    • GNONAUXOUT (real-time)

      138
    • GNDA_INACW (real-time)

      138
    • GNDA_ONACD (real-time)

      138
    • GNOTHER (real-time)

      139
    • GNSKILL (real-time)

      139
    • GNSTAFFED (real-time)

      140
    • GOTOCALLS

      140
    • GOTOTIME

      140
    • HDATE1-4

      140
    • HELD

      141
    • HIGHCALLS

      141
    • HOLDABN

      141
    • HOLDABN- CALLS

      142
    • HOLDACD- CALLS

      142
    • HOLDACDTIME

      143
    • HOLDCALLS

      143
    • HOLDTIME

      144
    • I_ACDAUXIN- TIME

      144
    • I_ACDAUX_ OUTTIME

      145
    • I_ACDOTHER- TIME

      145
    • I_ACDTIME

      146
    • I_ACWINTIME

      146
    • I_ACWOUTTIME

      147
    • I_ACWTIME

      147
    • I_ARRIVED

      148
    • I_AUXINTIME

      148
    • I_AUXOUTTIME

      149
    • I_AUXTIME

      149
    • I_AUXTIME0

      150
    • I_AUXTIME1-9

      150
    • I_AVAILTIME

      150
    • I_DA_ACDTIME

      151
    • I_DA_ACWTIME

      151
    • I_INOCC

      152
    • I_NORMTIME

      152
    • I_OL1TIME

      152
    • I_OL2TIME

      153
    • I_OTHERTIME

      153
    • I_OUTOCC

      154
    • I_RINGTIME

      155
    • I_STAFFTIME

      155
    • I_TAUXTIME

      156
    • I_TAVAILTIME

      156
    • I_TOTHERTIME

      156
    • II_DIGITS

      156
    • ILN

      157
    • INACW (real- time)

      157
    • INAUX (real- time)

      157
    • INAUX0 (real-time)

      158
    • INAUX1-9 (real-time)

      158
    • INBOUND (real-time)

      158
    • INCALLS

      159
    • INCOMPLETE

      160
    • INFLAG

      162
    • INFLOWCALLS

      162
    • INPROGRESS (real-time)

      163
    • INQUEUE (real-time)

      164
    • INRING (real- time)

      164
    • INTERFLOW- CALLS

      165
    • INTIME

      165
    • INTRVL

      166
    • INVECTOR (real-time)

      167
    • ITN (index)

      168
    • KEYBD_DIALED

      168
    • LASTCWC

      168
    • LASTDIGITS

      168
    • LASTOBSERVER

      169
    • LEVEL (real-time)

      169
    • LOC_ID

      169
    • LOGID

      170
    • LOGIN

      171
    • LOGONSKILL (real-time)

      171
    • LOGONSKILL2- 20 (real-time)

      172
    • LOGONSTART (real-time)

      172
    • LOGOUT

      172
    • LOGOUT_DATE

      173
    • LOGOUTREA- SON

      173
    • LOOKATTEMPTS

      173
    • LOOKFLOW- CALLS

      174
    • LOWCALLS

      174
    • MALICIOUS (real-time)

      175
    • MAXINQUEUE

      175
    • MAXOCWTIME

      175
    • MAXSTAFFED

      176
    • MAXTOP

      176
    • MAX_TOT_ PERCENTS

      176
    • MAXWAITING

      177
    • MBUSY (real- time)

      177
    • MBUSYTIME

      177
    • MCT

      178
    • MEDCALLS

      178
    • MOVEPENDING (real-time)

      178
    • NETDISCCALLS

      179
    • NETINCALLS

      179
    • NETINTIME

      179
    • NETPOLLS

      180
    • NOANSREDIR

      180
    • NUMAGREQ

      181
    • NUMINUSE (real-time)

      181
    • NUMTGS

      182
    • NUMVDNS

      182
    • O_ABNCALLS

      182
    • O_ACDCALLS

      183
    • O_ACDTIME

      183
    • O_ACWTIME

      184
    • O_OTHER- CALLS

      184
    • OBSERVING- CALL

      185
    • OBSLOCID

      185
    • OLDESTCALL (real-time)

      185
    • OLDEST_LOG- ON (real-time)

      186
    • ONACD (real- time)

      186
    • ONACDAUXOUT (real-time)

      186
    • ONACDOUT (real-time)

      187
    • ONACWIN (real-time)

      187
    • ONACWOUT (real-time)

      187
    • ONAUXIN (real-time)

      188
    • ONAUXOUT (real-time)

      188
    • ONHOLD (real-time)

      188
    • ORIGHOLDTIME

      189
    • ORIGIN (real- time)

      189
    • ORIGLOCID

      189
    • ORIGLOGIN

      190
    • ORIGREASON

      190
    • OTHER (real- time)

      190
    • OTHERCALLS

      191
    • OTHERTIME

      192
    • OUTBOUND (real-time)

      193
    • OUTCALLS

      193
    • OUTFLAG

      193
    • OUTFLOW- CALLS

      194
    • OUTFLOWTIME

      195
    • OUTTIME

      196
    • PENDINGSPLIT (real-time)

      196
    • PERCENT (real-time)

      197
    • PERIOD 1-9

      197
    • PERIODCHG

      197
    • PHANTOMABNS

      198
    • POSITION (index)

      199
    • POSITIONS

      199
    • PREFERENCE

      199
    • PRIORITY (real-time)

      200
    • PRIORITY2-3 (real-time)

      200
    • QUECOUNT (real-time)

      201
    • QUETYPE (real-time)

      201
    • QUETYPE2-3 (real-time)

      201
    • R1AGINRING (real-time)

      202
    • R1AVAILABLE (real-time)

      202
    • R1INACW (real-time)

      202
    • R1INAUX (real-time)

      203
    • R1ONACD (real-time)

      203
    • R1OTHER (real-time)

      203
    • R1STAFFED (real-time)

      204
    • R2AGINRING (real-time)

      204
    • R2AVAILABLE (real-time)

      204
    • R2INACW (real-time)

      205
    • R2INAUX (real-time)

      205
    • R2ONACD (real-time)

      205
    • R2OTHER (real-time)

      206
    • R2STAFFED (real-time)

      206
    • RAGOCC

      206
    • RAVGSPEED- ANS

      206
    • REASON

      207
    • REASON_CODE

      207
    • RECONNECT

      207
    • RETURNCALLS

      208
    • RINGCALLS

      208
    • RINGTIME

      209
    • ROLE (real-time)

      210
    • ROW_DATE (index)

      210
    • ROW_TIME

      212
    • RSERVLEVELP

      212
    • SEGMENT

      213
    • SEGSTART

      213
    • SEGSTOP

      213
    • SERVICELEVEL

      214
    • SERVLEVELP

      214
    • SERVLEVELT

      214
    • SETUPTIME

      215
    • SHORTCALLS

      215
    • SKILL1-3

      216
    • SKILLACWTIME- 1-3

      216
    • SKILLCALLS1-3

      216
    • SKILLTIME1-3

      216
    • SKILLTYPE

      217
    • SKILLTYPE2-4

      217
    • SKLEVEL

      218
    • SKLEVEL2-20

      218
    • SKPERCENT

      219
    • SKPERCENT2-20

      219
    • SKSTATE (real-time)

      219
    • SLVLABNS

      220
    • SLVLOUT- FLOWS

      220
    • SPLIT

      220
    • SPLIT1

      222
    • SPLIT2-3

      222
    • STAFFED (real-time)

      222
    • STARTED (real-time)

      223
    • STARTTIME

      223
    • SVCLEVELCHG

      224
    • TAGINRING (real-time)

      225
    • TALKTIME

      225
    • TAVAILABLE (real-time)

      225
    • TDA_INACW (real-time)

      226
    • TDA_ONACD (real-time)

      226
    • THRESHOLD

      226
    • TI_AUXTIME

      227
    • TI_AUXTIME0

      228
    • TI_AUXTIME1-9

      228
    • TI_AVAILTIME

      229
    • TI_OTHERTIME

      229
    • TI_STAFFTIME

      230
    • TIME

      230
    • TINACW (real-time)

      231
    • TINAUX (real-time)

      231
    • TINAUX0 (real-time)

      232
    • TINAUX1-9 (real-time)

      232
    • TKGRP

      232
    • TKSTATE (real- time)

      233
    • TONACD (real-time)

      234
    • TONACDAUX- OUT (real-time)

      234
    • TONACDOUT (real-time)

      234
    • TONACWIN (real-time)

      235
    • TONACWOUT (real-time)

      235
    • TONAUXIN (real-time)

      235
    • TONAUXOUT (real-time)

      236
    • TOPCALLS

      236
    • TOPSKILL (real-time)

      236
    • TOT_PERCENTS (real-time)

      237
    • TOTHER (real-time)

      237
    • TRANSFERRED

      238
    • TRENDBASE

      239
    • TRUNKS

      239
    • TSTAFFED (real-time)

      239
    • TYPE (real-time)

      240
    • UCID

      240
    • USE_SVC_OBJ (real-time)

      240
    • VDISCCALLS

      241
    • VDN

      241
    • VECTOR

      242
    • WMODE_SEQ

      243
    • WORKCODE

      243
    • WORKMODE (real-time)

      244
    • WORKSKILL (real-time)

      244
    • WORKSKLEVEL (real-time)

      245
    • WORKSPLIT (real-time)

      245
    • WORKSPLIT2-3 (real-time)

      246
    • WT1 ... 4

      246
  • Switch cross-reference

    247
    • Overview

      247
    • Switch cross- reference information

      247
  • Search values and calculations

    276
    • Overview

      276
    • Agent state and row search values cross- reference

      276
    • Call disposition and row search values cross- reference

      279
  • Calculations

    280
    • Overview

      280
    • Standard Dictionary Calculations

      280
    • Reports-specific Calculations

      291
• Index

  293
  • Symbols

    293
  • A

    293
  • B

    294
  • C

    294
  • D

    294
  • E

    295
  • F

    295
  • G

    295
  • H

    296
  • I

    296
  • K

    296
  • L

    296
  • M

    296
  • N

    297
  • O

    297
  • P

    297
  • Q

    298
  • R

    298
  • S

    298
  • T

    299
  • U

    299
  • V

    299
  • W

    299