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Introduction
CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities
1-23
Forced Multiple
Call Handling
(G3V4)
Call Handling
(G3V4)
1
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.
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.
Hold Tracking
(G3)
(G3)
1
CentreVu CMS tracks and reports hold state for calls put on hold for
Generic 3 switches. This means that
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.
Ringing (G3)
1
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
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.
only supported on Generic 3 switches. If you do not have one of these
switches, the ring state columns in standard reports display blanks.
Transfer
Tracking
Tracking
1
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).
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).
Conference
Tracking (G3)
Tracking (G3)
1
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.
who transfer a call by conferencing and then dropping off are credited
with a conference and not a transfer.
Call Pickup
1
CentreVu CMS tracks ACD calls that are answered by an agent using the
Call Pickup feature as AUXIN calls.
Call Pickup feature as AUXIN calls.