Lucent Technologies Release 3 Version 8 Manuale Utente

CentreVu® CMS R3V8 Database Items and Calculations

1

On a Generic 3 switch, calls can be queued to as many as three 
splits/skills simultaneously. For the first split/skill to which a call is queued 
(primary split/skill), 

CentreVu CMS counts an answer, outflow (leaves 

vector processing or is answered by an agent in another split/skill), or 
abandon. For the second or third split/skill to which a call is queued, 
CentreVu CMS counts an answer and an inflow if the call is answered in 
that split/skill. If the call is answered in another split, the call outflows, or 
the caller abandons, 

CentreVu CMS counts the call as dequeued.

If a call rings in a second or third split and then abandons, an inflow and 
abandon are counted for that split; an outflow or dequeue is counted for 
the other splits.

1

In the following Multiple-Split/Skill Queuing example, you see the call 
queue to split/skill 1 first, then queue to split/skill 2 after 15 seconds. After 
another 10 seconds, the call enters split/skill 3’s queue. The call is now 
queued to splits/skills 1, 2, and 3 at the same time. See the example for 
disposition of the call for all three splits if the call was abandoned, was 
answered, or routed to a VDN.

Abandoned from 
Queue

ABNCALLS
ABNTIME = 30

DEQUEUECALLS
DEQUETIME = 15

DEQUEUECALLS
DEQUETIME = 5

Split/Skill 2 Answered 

OUTFLOWCALLS
OUTFLOWTIME = 30

ACDCALLS
ANSTIME = 15
INFLOWCALLS

DEQUEUECALLS
DEQUETIME = 5

Route to VDN

OUTFLOWCALLS
OUTFLOWTIME = 30

DEQUEUECALLS
DEQUETIME = 15

DEQUEUECALLS
DEQUETIME = 5

Abandoned from 
Ringing Split/Skill 2

OUTFLOWCALLS
OUTFLOWTIME = 30

ABNCALLS
ABNTIME = 15

DEQUEUECALLS
DEQUETIME = 5

15 SECONDS

10 SECONDS 5 SECONDS

Call queues to

 

split/skill 1

Call enters queue

for Split/Skill 2

Call enters queue

for Split/Skill 3

Call disposition after

30 seconds in queue

Call enters queue

for Split/Skill 2