Lucent Technologies Release 3 Version 8 User Manual

Table of Contents

CentreVu® Call Management System

Release 3 Version 8

Database Items and Calculations

CentreVu® CMS R3V8 Database Items and Calculations

v

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . P-1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1-1

General Information . . . . . . . . . . . . . . . . .

1-1

Introduction . . . . . . . . . . . . . . . . . .

1-1

How Database Items and Calculations Are Presented . . . . . .

1-2

Introduction . . . . . . . . . . . . . . . . . .

1-2

Database Items . . . . . . . . . . . . . . . . .

1-2

Database Tables . . . . . . . . . . . . . . . . .

1-2

Index Database Items . . . . . . . . . . . . . . .

1-3

Database Item Types . . . . . . . . . . . . . . .

1-3

Sample Switch Cross-Reference Table. . . . . . . . . .

1-4

Calculations . . . . . . . . . . . . . . . . . .

1-5

Terminology . . . . . . . . . . . . . . . . . . . .

1-6

Database Terminology . . . . . . . . . . . . . . .

1-6

Database Table Names . . . . . . . . . . . . . . . . 1-13

Introduction     .    .    .    .    .    .    .    .    .    .    .    .    .   .    .    .    .   .   1-13
Real-Time Table Names.    .    .    .    .    .    .    .   .    .   .    .    .    .   .   1-13
Historical Database Tables     .    .    .    .    .    .    .    .   .    .    .    .   .   1-14

Interactions with Switch Features and Tracking of Switch Capabilities 1-16

Introduction     .    .    .    .    .    .    .    .    .    .    .    .    .   .    .    .    .   .   1-16
Adjunct-Placed and Adjunct-Routed Calls    .   .    .   .    .    .    .   .   1-16
Call Handling Preference   .    .    .    .    .    .    .   .    .   .    .    .    .   .   1-16
Forced Disconnect   .    .    .    .    .    .    .    .    .   .    .   .    .    .    .   .   1-17
Look-Ahead Interflow Calls    .    .    .    .    .    .    .    .   .    .    .    .   .   1-17
Personal Call Tracking  .    .    .    .    .    .    .    .    .    .   .    .    .    .   .   1-17
Direct Agent Calling (G3)   .    .    .    .    .    .    .   .    .   .    .    .    .   .   1-21
Expanded Agent Capabilities (DEFINITY ECS R5 and Later)     .   .   1-22
Multiple Call Handling (G3V3).    .    .    .    .    .   .    .   .    .    .    .   .   1-22
Forced Multiple Call Handling (G3V4)  .    .    .   .    .   .    .    .    .   .   1-23
Hold Tracking (G3)    .    .    .    .    .    .    .    .    .    .    .   .    .    .    .   .   1-23
Ringing (G3)    .    .    .    .    .    .    .    .    .    .    .   .    .   .    .    .    .   .   1-23
Transfer Tracking .    .    .    .    .    .    .    .    .    .    .    .   .    .    .    .   .   1-23
Conference Tracking (G3)  .    .    .    .    .    .    .    .    .   .    .    .    .   .   1-23
Call Pickup .    .    .    .    .    .    .    .    .    .    .    .   .    .   .    .    .    .   .   1-23
Agents in Multiple Splits/Skills   .    .    .    .    .   .    .   .    .    .    .   .   1-24
Multiple-Split/ Skill Queuing (G3)     .    .    .    .   .    .   .    .    .    .   .   1-25
Best Service Routing (DEFINITY ECS R6) .    .    .    .   .    .    .    .   .   1-26
Agent State Tracking at Login     .    .    .    .    .    .    .   .    .    .    .   .   1-26