Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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The Forced Multiple Call Handling feature in Generic 3 Version 4 
switches allow an ACD call to ring at an agent’s voice terminal even if that 
agent is already talking on an ACD call. In this case, the agent continues 
to accrue talk time until the agent puts the current call on hold or releases 
it.

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CentreVu CMS tracks and reports hold state for calls put on hold for 
Generic 3 switches. This means that 

CentreVu CMS is notified when an 

agent puts a call on hold. For Generic 3 switches, 

CentreVu CMS tracks 

all calls put on hold. 

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CentreVu CMS displays the number of agents with split/skill ACD calls 
and direct agent calls ringing at their voice terminals. This information is 
meaningful only if agents' voice terminals are administered to ring rather 
than receive zip tone. The switch sends a message to 

CentreVu CMS 

when a call is directed to an agent and alerting begins. Currently, this is 
only supported on Generic 3 switches. If you do not have one of these 
switches, the ring state columns in standard reports display blanks.

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For Generic 3 switches, 

CentreVu CMS tracks all transferred calls made 

by measured agents. The agent and split/skill reports display these 
transfers. Transfers into a split/skill, agent, or VDN are not tracked 
explicitly (for example, the party initiating the transfer is credited with a 
transfer, not the party receiving the transfer).

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CentreVu CMS tracks conferenced calls for Generic 3 switches. Agents 
who transfer a call by conferencing and then dropping off are credited 
with a conference and not a transfer. 

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CentreVu CMS tracks ACD calls that are answered by an agent using the 
Call Pickup feature as AUXIN calls.