Lucent Technologies Release 3 Version 8 Manuale Utente

CentreVu® CMS R3V8 Database Items and Calculations

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Outbound call management (OCM) calls to splits/skills are included as a 
subset of the ACD call database items (talk time, ringing, ACW, and so 
on). OCM calls also have their own database items which start with O_ in 
the agent, split/skill, trunk and trunk group tables. Inbound split/skill calls 
can be calculated as ACDCALLS - O_ACDCALLS. See the “Adjunct-
Placed and Adjunct-Routed Calls” section for more information.

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When a ringing call times out, the call can be requeued to the same 
split/skill or to a Vector Directory Number (VDN) by the Redirection on No 
Answer (RONA) feature (available only on a 

DEFINITY ECS). When 

redirected to the same split/skill, an outflow and an inflow are counted for 
the split/skill. Thus, the redirected call appears as two offered calls to the 
split/skill. The database item NOANSREDIR is also incremented. The 
unique calls offered to the split/skill can then be calculated by subtracting 
the value of NOANSREDIR from CALLSOFFERED. 

This assumes that the split/skill is set up so that normal split/skill calls do 
not cover back to the same split/skill except through the Redirection on 
No Answer feature. If they can cover back to the same split/skill, each call 
that does this is counted as an outflow and inflow to that same split/skill. 
In this case, NOANSREDIR is not incremented.

When a ringing call times out and is routed to a VDN (Generic 3 Version 
4), an outflow and NOANSREDIR are incremented.

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Skills can now be in one of our states (unknown, normal, overload1, 
overload2), based on Expected Wait Time (EWT) threshold. Time spent 
in each state except UNKNOWN is trakced in the split table. The state is 
UNKNOWN when the link is down or the split is non-EAS or when a new 
skill is added and the state message has not yet arrived.