CentreVu Call Management System Open Database Connectivity 585-210-911 Comcode 108501750 Issue 1.
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CentreVu® CMS Open Database Connectivity iii CentreVu® Call Management System Open Database Connectivity Table of Contents Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview . 1 . . . . . . . . . . . . . . . . P-1 Organization of Document . . . . . . . . . . . . . . . P-1 Audience . . . . . . . . . . . . . . . P-2 Conventions Used in This Document . . . . . . . . . . . P-2 Terminology . . . . . . . . . . .
CentreVu® CMS Open Database Connectivity iv Installing the ODBC Driver on the CMS Server Introduction . . . . . . . . . . System Requirements . . . . . . . Installation Requirements . . . . . . Installing ODBC Version 3.0 . . . . . Installing ODBC Version 3.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4 2-4 2-4 2-4 2-5 2-9 Server Utilities . Introduction Debug Levels Log Levels . Run ODBC . . . . . . . . . . . . . . . . . . . . .
CentreVu® CMS Open Database Connectivity v 3 Database Tables . . . . . . . . . . . . . . . . . . . . . . . . . . Overview . . . . . . . 3-1 How Database Items are Presented . . . . . . . . . . . . Database Item Tables . . . . . . . . . . . . . . . . . . . . Index Database Items . . . . . . . . . . . . . . . Data Types . . . . . . . . . . . . . . . . . . . Call-Based Data . . . . . . . . . . . . . . . . . Interval-Based Data . . . . . . . . . . . . . . . . . . . . . Column Types . . . . . . . . . .
CentreVu® CMS Open Database Connectivity vi Agent Login/Logout Database Items . . Overview . . . . . . . . . Agent Login/Logout Database Items ECS Cross- Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-122 3-122 3-122 3-125 Agent Trace Database Items . Overview . . . . . . Agent Trace Database Items ECS Cross-Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CentreVu® CMS Open Database Connectivity vii Split/Skill Exceptions Database Items . . . . Trunk Group Exceptions Database Items . . . VDN Exceptions Database Items. . . . . . Vector Exceptions Database Items . . . . . Malicious Call Trace Exceptions Database Items Data Collection Exceptions Database Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Glossary . . . . . . . . . . . . . . . . . . . . . . . . GL-1 Index . . . . . . . . . .
CentreVu® CMS Open Database Connectivity viii
Preface CentreVu® CMS Open Database Connectivity Overview P-1 Preface Overview 0 Open Database Connectivity (ODBC) is an optional CentreVu® Call Management System (CMS) feature that allows you to access data in the CentreVu CMS database for use in other software applications such as spreadsheet programs. With ODBC, you can access the CMS data directly from your application, without needing to understand database connectivity or format.
Preface CentreVu® CMS Open Database Connectivity Audience P-2 Audience 0 This document is written for CentreVu CMS users who need to understand open access to database items. It is also written to help users decide which database items to use in custom reports, spreadsheets, and other user applications with external data access. The database items can be exported through ODBC for use in a variety of software programs.
CentreVu® CMS Open Database Connectivity Preface P-3 Terminology Terminology 0 The following terms are used in this document. API Application Programming Interface (API). For ODBC, an API is the user interface that can generate queries to a database. CMS Call Management System. DBMS Database Management System (DBMS). CMS uses the Informix DBMS. Driver An implementation of an ODBC API that supports a particular DBMS; for example, Informix DBMS.
CentreVu® CMS Open Database Connectivity Preface P-4 Related Documents Related Documents 0 The following documents can help you use the CentreVu CMS software to its maximum capability. Those most closely related to this document are the Reports and Report Designer documents.
Open Database Connectivity CentreVu® CMS Open Database Connectivity 1-1 General Information Chapter 1: Open Database Connectivity General Information Overview 1 This chapter presents an overview of the CentreVu® Call Management System (CMS) Open Database Connectivity (ODBC) feature, its interaction with other CentreVu CMS features, and its performance impact. An overview of ODBC functionality and its interaction with the CentreVu CMS database is also included.
CentreVu® CMS Open Database Connectivity Open Database Connectivity 1-2 ODBC Feature calculations, keep in mind that arithmetic operations are performed in order from left to right. Multiplication and division operations are performed before addition and subtraction operations, unless the addition or subtraction operations are enclosed in parentheses. Operations in parentheses are always performed first. Therefore, it is very important to review queries before sending them to the database.
CentreVu® CMS Open Database Connectivity Open Database Connectivity 1-3 ODBC Feature numeric; for example, different splits are stored as numbers and not by their names. NOTE: To minimize performance impact when accessing synonyms, download the synonyms to your client application or database and perform the join at the client.
CentreVu® CMS Open Database Connectivity Open Database Connectivity 1-4 ODBC Background and Functionality ODBC Background and Functionality Definition Data Access Through ODBC Data Access Diagram 1 1 1 Open Database Connectivity (ODBC) is an Application Programming Interface (API) that interfaces with one or many Database Management Systems (DBMSs) and allows queries to access data in the database for extraction and use in reports and other outside applications.
Open Database Connectivity ODBC Background and Functionality Structured Query Language (SQL) CMS ODBC Drivers ODBC Driver Functionality 1 1 1 CentreVu® CMS Open Database Connectivity 1-5 ODBC uses Structured Query Language (SQL) to query and access data. Because SQL is a language, queries written in SQL can be used to access data with different formats. SQL is the basis for relational database access.
CentreVu® CMS Open Database Connectivity Open Database Connectivity 1-6 ODBC Background and Functionality CLIENT Windows-based Application Communications Software SERVER ODBC Driver Manager Driver: Library 1 CMS Uses for ODBC Data Requesting Data Using ODBC 1 1 Driver: Library 2 Driver: Library 3 CentreVu CMS Informix database Data extracted and stored by an ODBC application can be used by ODBC-enabled programs, such as workforce management packages, network routers, and blended inbound/outb
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-1 Overview Chapter 2: ODBC Driver and Installation Overview 2 This chapter presents an overview of the driver used for the Open Database Connectivity (ODBC) feature and its function in relation to CentreVu® Call Management System (CMS) data. The second half of this chapter covers basic installation, configuration, and initialization procedures for the driver. Server connection procedures for the client are also given.
ODBC Driver and Installation CentreVu® CMS Open Database Connectivity 2-2 ODBC Driver ODBC Driver Introduction Function 2 2 2 An OpenLink Multi-Tier ODBC driver facilitates client querying of data for extraction from the CentreVu CMS database. The client driver supports client access from Solaris, Windows 95, Windows 98, Windows 2000, and Windows NT clients.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installation and Configuration Procedures 2-3 Installation and Configuration Procedures Overview 2 2 The server and the client ODBC driver software will be installed from the CMS Call Management System OpenLink ODBC Driver compact disk. This disk contains all necessary files for server, Solaris client, and Windows client installation.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server 2-4 Installing the ODBC Driver on the CMS Server Introduction System Requirements Installation Requirements 2 This section describes system requirements, software installation procedures, configuration procedures, and initialization procedures for the OpenLink Multi-Tier ODBC driver on the CentreVu Call Management System server.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server Installing ODBC Version 3.0 2-5 Install ODBC version 3.0 only on CMS R3V5 systems. 2 For the ODBC driver installation procedure for CMS R3V6 and R3V8 systems, see “Installing ODBC Version 3.2” on page 2-9. 1. Load the “CentreVu CMS OPENLINK ODBC Driver” CD into the CDROM drive. 2. After about 15 seconds, enter mount to verify the name of the CD-ROM.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server 2-6 6. Enter the following commands to copy the files from the CD-ROM and install the files: cp /cdrom/cdrom0/server/cmsv5/* /usr/openlink ./install.sh The program responds as follows: Extracting (sladi5xx.taz) ... Extracting (sladi71x.taz) ... Extracting (slbrxxxx.taz) ... Extracting (slkoxxxx.taz) ... -n Enter the name of the user that owns the programs: 7.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server 2-7 10. Press Enter. The program responds: Log all requests (y/n)? [n] 11. Press Enter. The program responds: Administrator account? [admin] 12. Press Enter. The program responds: Administrator’s password? [admin] 13. Press Enter. The program responds: -n Press return to proceed to the next phase of the install process: 14. Press Enter.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server 2-8 16. Enter one of the following commands to configure and initiate the ODBC software: a. If this is a new install, enter: /cms/dc/odbc/odbc_init The program responds: ODBC driver initialization complete b. If this is an upgrade or reinstallation, enter: /cms/dc/odbc/odbc_init -r 1 The program responds: oplrqb has been activated 17.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server Installing ODBC Version 3.2 2-9 1. Load the “CentreVu CMS OPENLINK ODBC Driver” CD. 2 2. After about 15 seconds, verify the name of the CD-ROM. Enter: mount The program responds with a list of devices and file systems currently mounted. The last line should display the installed CD as shown below: . . . . . .
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server 2-10 7. To install the server components on the system, enter: ./install.sh The program responds: Extracting (smadi5zz.taz) ... Extracting (smadi72z.taz) ... Extracting (smaozzzz.taz) ... Extracting (smbrzzzz.taz) ... ......... ......... .........
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Installing the ODBC Driver on the CMS Server 2-11 12. To accept the default setting, press the Enter key. The system responds: The OpenLink Admin Assistant is now ready for use. .......... .......... .......... Enter the name of the user that will own the programs [ENTER=Us Current User Settings] 13. Enter: root The program responds: Enter the name of the group that will own the programs [ENTER=Use Current Group Settings] 14.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-12 Installing the ODBC Driver on the CMS Server 15. Press the Enter key. The system displays the OpenLink Session Rules Book Configuration Utility menu OpenLink Session Rules Book Configuration Utility =============================================================== 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Request Broker Informix 5 Informix 6 Informix 7 Ingres 6 Virtuoso OpenIngres Oracle 6 Oracle 7 Oracle 8 11. 12. 13. 14. 15. 16. 17. 18.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-13 Installing the ODBC Driver on the CMS Server 18.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-14 Server Utilities Server Utilities Introduction Debug Levels 2 2 2 Once the ODBC driver is installed on the server, a CMS utility program is available for setting the debug and log levels, and running and deactivating the ODBC feature by using the run feature. This utility program is located in the /cms/dc/odbc directory. To set the server ODBC debug level, complete the following steps: 1.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-15 Solaris Client Installation Solaris Client Installation Introduction System Requirements 2 The OpenLink ODBC driver software can be installed on a Solaris client using the installation procedure in this section. Once the software is installed, it must also be configured using the procedure in this section.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-16 Solaris Client Installation Installation Procedure 2 NOTE: If the client is on the same machine as the server, then the client software was installed with the server software. If this is your situation, go to “Configuration Procedure” in this section. If you are installing a Solaris client on a machine other than the CMS server, continue with the following installation procedure.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-17 Solaris Client Installation Configuration Procedure 2 The cms_odbc.ini file located in /usr/openlink must be modified and placed in the $HOME directory as .odbc.ini for each user that will initiate the client application. First edit the cms_odbc.ini file, then copy it to $HOME/.odbc.ini. The cms_odbc.ini file resides in /usr/openlink. The host parameter in the Informix connection segment must be changed.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-18 Solaris Client Installation Test ODBC Connectivity On the Solaris client, initiate the test application to verify connectivity with the following procedure: 2 1. Enter cd /usr/openlink/odbcsdk/examples to change directories to /usr/openlink/odbcsdk/examples. 2. Enter ./odbctest to run odbctest. 3.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-19 Solaris Client Installation ● The user name is invalid. OpenLink will return the following error message if the user name is invalid: “OpenLink UDBC; user name/password invalid.” When the user logs in, the user name is verified from the /etc/passwd and /etc/shadow files. In addition, if an /etc/shells file exists, then the user’s shell is compared against the valid shells already entered in /etc/shells.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-20 Desktop Computer Client Installation Desktop Computer Client Installation Introduction System Requirements 2 The OpenLink ODBC Request Agent software can be installed on your desktop computer or on your network for access by each client using the procedures in this section. Once the software is installed, it must also be configured using the procedure in this section.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-21 Desktop Computer Client Installation Installation Windows 95, 98, 2000 or Windows NT 4.0 2 Use the following procedures to install OpenLink ODBC client software. For Windows 95, 98, 2000 or Windows NT 4.0, complete the following steps: 2 1. Start Microsoft Windows. 2. Insert the Call Management System OpenLink ODBC driver compact disk into the compact disk drive. 3. Open the Windows Explorer. 4.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Desktop Computer Client Installation Install Clients from a Single Network Point 2-22 To install ODBC on a desktop computer client that does not have a compact disk drive, or to install ODBC from a single network point, complete the following steps: 2 1. Install the ODBC driver on a networked machine with a compact disk drive, using the procedure for the machine’s operating system (Windows 95, 98, 2000 or Windows NT 4.0 or 3.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Desktop Computer Client Configuration 2-23 Desktop Computer Client Configuration Introduction ODBC Driver Administration Utility 2 2 The procedures on the following pages use the OpenLink ODBC Driver Administration facility to administer data sources for the client(s). The ODBC Driver Administration utility resides within your desktop environment’s control panel. This utility is responsible for adding and removing ODBC drivers.
ODBC Driver and Installation CentreVu® CMS Open Database Connectivity Desktop Computer Client Configuration Data Source Administrator Dialog Box—With Version 3.2 ODBC Driver The following figure shows an OpenLink Data Source Administrator dialog box as it displays with a version 3.2 ODBC driver.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-25 Desktop Computer Client Configuration Define Data Sources ODBC Data Source Fields 2 2 The defined data sources for all of the currently installed drivers are listed in the User Data Sources (Driver) list on the Data Sources dialog box. You may define one or more data sources for each installed driver. The data source name should provide a unique description of the data; for example: CMS.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-26 Desktop Computer Client Configuration Field Description System DSN Tab Allows you to add, delete, or configure data sources local to a computer, rather than dedicated to a user. If you select this button, a dialog box prompts you for the information required to set up the system data source. This is recommended for CMS. Tracing Tab Allows you to set ODBC options.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-27 Desktop Computer Client Configuration Add System Data Sources 2 Before adding a data source, you should decide if you want to add a system-wide data source or a data source specific to a user login ID. Administering data sources on a per-user login ID basis is an optional procedure. Use the following procedure to administer a system data source.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Desktop Computer Client Configuration Add Login IDBased Data Sources 2 2-28 As an option, you may administer data sources on a per-user login ID basis. This procedure is useful if you are providing access for a specific user; however, it is strongly recommended that you administer system data sources. To administer login ID-based data sources, complete the following steps: 1.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-29 Desktop Computer Client Configuration Configure a New ODBC Data Source Configure a New ODBC Data Source Procedure 2 The CMS data source is now associated with the OpenLink Generic 32 bit driver. Specific server and database access must now be configured through the generic OpenLink Setup dialog box, shown in the following figure. To configure your ODBC driver software to access CMS data, complete the following steps: 2 1.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-30 Desktop Computer Client Configuration 6. In the Database: Path field, enter: /cms/db/inf/cms. 7. Leave the Database: Options field blank. 8. In the Database: User ID field, you may optionally enter a valid CMS user login ID. Entering a CMS user login ID displays a default user name for each login to the data source. 9. Make sure the following items in the Others section are not selected: 1.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-31 Desktop Computer Client Configuration OpenLink Setup Input Fields 2 The following table describes the input fields on the OpenLink Setup dialog box. Field Description Datasource Name A representative name for the server/database you are connecting to, such as CMS. Comment A description of the data source you are connecting to, such as CMS.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-32 Desktop Computer Client Configuration Field Description User Name An optional entry field that contains a valid CMS user login ID for the database being represented by the provider type. Others Read-only connection A check box that allows you to choose if you do or do not want to enforce read-only database sessions for ODBC-compliant applications.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Desktop Computer Client Configuration Administer ODBC Options 2 2-33 You may specify how the ODBC driver traces ODBC function calls. If tracing is activated, a file is generated that contains the actual ODBC function calls. To set these ODBC options, complete the following steps: 1. In the ODBC Data Source Administrator screen, select the Tracing tab. 2.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-34 Desktop Computer Client Configuration View Installed ODBC Drivers To view a list of installed ODBC drivers, complete the following steps. This is useful for verifying if the ODBC driver has been properly installed. 2 1. On the ODBC Data Source dialog box, select the Drivers... button or tab. The Drivers dialog box displays. NOTE: Use the Drivers dialog box to verify installation of the OpenLink Generic 32 bit driver.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-35 Test Desktop Computer Connectivity Test Desktop Computer Connectivity Introduction Connect to and Access Data 2 2 Once you have installed the OpenLink ODBC driver software on both the client and the server, you may open a demonstration connection to a data source on the server to show connectivity and test SQL access. To connect to an administered data source, use the following procedure.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation Test Desktop Computer Connectivity Result Disconnect from a Data Source 2 2 2-36 You should see a count column on the ODBC SDK 2.0 C++ Demo window. The value in this column is the number of columns in the CMS hsplit table. This result confirms that you have successfully accessed the database from the client. Use this test as a troubleshooting tool in the future to verify connectivity and data access from the client.
CentreVu® CMS Open Database Connectivity ODBC Driver and Installation 2-37 Troubleshooting Troubleshooting Introduction Network Support 2 2 2 General troubleshooting procedures and error messages on the OpenLink ODBC driver are included in this section. For more detailed information, see the on-line help file that is included on the Call Management System OpenLink ODBC Driver compact disk.
ODBC Driver and Installation CentreVu® CMS Open Database Connectivity 2-38 Troubleshooting Client Trace OpenLink Error Messages 2 2 The OpenLink client component configuration utility, located in the OpenLink group on your Windows desktop, allows you to enable or disable ODBC trace logging. Trace logging provides you with output on your entire ODBC session, including all ODBC calls made by the ODBCcompliant application you are using.
ODBC Driver and Installation CentreVu® CMS Open Database Connectivity 2-39 Troubleshooting Remote Procedure Call (RPC) Unable to Send This indicates a corruption of the communications channel being used by the OpenLink Request Agent. This error typically occurs when the server Request Broker has been shut down. Verify the status of the Request Broker, then try to reinitiate the ODBC session.
ODBC Driver and Installation CentreVu® CMS Open Database Connectivity 2-40 Troubleshooting Unable to Start the Requested Database Agent The oplrqb was able to resolve to a database agent, but was unable to execute the program. To resolve this, the Type field on the Data Source Setup dialog box should be set to Informix 7. Alternately, the generic_inf7 should be set to inf7_sv. Finally, the inf7_sv should exist in /usr/openlink/bin/ as executable.
CentreVu® CMS Open Database Connectivity Database Tables 3-1 Overview Chapter 3: Database Tables Overview 3 This chapter defines the historical database items and tables populated by CentreVu® CMS that can be accessed through ODBC.
CentreVu® CMS Open Database Connectivity Database Tables 3-2 How Database Items are Presented How Database Items are Presented Database Item Tables Sample Database Item Table 3 3 Database Item DATABASE ITEM 3 The database items are presented in a table format, according to ACD entity (split/skill, agent, vector, VDN, trunk, trunk group, exception, synonym, call work code, and forecast).
CentreVu® CMS Open Database Connectivity Database Tables How Database Items are Presented Data Types 3 3-3 Each database item contains one of the following types of data: C =Cumulative data: accumulates throughout the collection interval. Most real-time database items contain cumulative data. A =Administrative data: administered on the ECS or on CentreVu CMS.
CentreVu® CMS Open Database Connectivity Database Tables 3-4 How Database Items are Presented Column Types Informix Column Types 3 The database column type indicates the format of the information within that database item. The column type definition includes either the length in bits of the database item or the Informix data type. The column types are included in the database item tables, along with the length or Informix data type.
CentreVu® CMS Open Database Connectivity Database Tables 3-5 How Database Items are Presented Sample ECS CrossReference Table The following table is an example of how the table information is presented: 3 NOTE: If you are using the G2.2 ECS without the Call Center Features (CCF = N), you should refer to the G2.
CentreVu® CMS Open Database Connectivity Database Tables 3-6 How Database Items are Presented Circular Structure Terminology CMS Feature Interactions Interactions with ECS Features and Tracking of ECS Capabilities 3 3 The exceptions, call record, and agent trace tables are circular files. These tables will continuously populate until the table capacity plus ten percent has been reached; at which point, the oldest ten percent of the records will be deleted.
CentreVu® CMS Open Database Connectivity Database Tables 3-7 Database Table Names Database Table Names 3 To select data for external use, you must use the names listed in the following table in your queries. The following table contains all the tables that are ODBC-accessible in CentreVu CMS and a brief description of the data in each. If a table is not listed here, it is not accessible through ODBC, but will still be accessible by root.
CentreVu® CMS Open Database Connectivity Database Tables 3-8 Database Table Names Name Data Stored wvdn VDN data summarized by week. mvdn VDN data summarized by month. hcwc Call work code data for each intrahour interval. dcwc Call work code data summarized by day. wcwc Call work code data summarized by week. mcwc Call work code data summarized by month. call_rec Call record data. d_secs The number of seconds in the daily data collection period.
CentreVu® CMS Open Database Connectivity Database Tables 3-9 Split/Skill Database Items Split/Skill Database Items Overview 3 3 The Split/Skill database item descriptions apply to historical items. The Data Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data. Cumulative, Administrative, Row Identifier, Busy Hour, and Maximum Value items apply to both the current and previous interval real-time tables.
Database Tables CentreVu® CMS Open Database Connectivity 3-10 Split/Skill Database Items Database Item Description Data Type Column Type Length ABNCALLS (contd) NOTE: When a call abandons while queued to multiple splits/skills and abandons from queue, only the primary split/skill increments ABNCALLS (calls that are ringing an agent and then abandon peg as abandons for the split/skill they were ringing).
Database Tables CentreVu® CMS Open Database Connectivity 3-11 Split/Skill Database Items Database Item Description Data Type Column Type Length ACCEPTABLE The number of ACDCALLS answered by an agent within the predefined acceptable service level (SERVICELEVEL), as defined on the ACD Administration: Split/Skill Call Profile window. C integer 4 bytes ACD (index) The ACD number for which data was collected.
Database Tables CentreVu® CMS Open Database Connectivity 3-12 Split/Skill Database Items Database Item Description Data Type Column Type Length ACDCALLS1-10 The number of ACDCALLS during the collection interval that were answered in each of the service level increments PERIOD1 through PERIOD9 (as defined on the ACD Administration: Call Profile window). ACDCALLS10 is the number of calls answered after the last increment PERIOD9.
Database Tables CentreVu® CMS Open Database Connectivity 3-13 Split/Skill Database Items Data Type Column Type Database Item Description Length ACWOUTOFFCALLS The number of ACWOUTCALLS that were made to a an off-switch destination—a destination outside the switch. If such calls are placed by an adjunct on behalf of an agent while in ACW, they are also counted as ACWOUTADJCALLS. Available for external calls with Generic 2.2 and Generic 3 switches.
Database Tables CentreVu® CMS Open Database Connectivity 3-14 Split/Skill Database Items Database Item Description Data Type Column Type Length ASSISTS The number of times the supervisor was called (supervisor assists) by agents on split/skill calls, direct agent ACD calls, or in call-related ACW for this split/skill.
Database Tables CentreVu® CMS Open Database Connectivity 3-15 Split/Skill Database Items Database Item Description Data Type Column Type Length AUXOUTOFFCALLS The number of AUXOUTCALLS that were made to a destination outside the switch. If such calls are placed by an adjunct on behalf of an agent, they are also counted as AUXOUTADJCALLS. Available for external calls with Generic 2.2 and Generic 3 switches.
Database Tables CentreVu® CMS Open Database Connectivity 3-16 Split/Skill Database Items Database Item BACKUPCALLS Description The number of ACDCALLS that were delivered to and answered by this split/skill by a vector command other than "queue to main" and the number of ACDCALLS that were delivered to a split/skill by a “queue to” vector command answered by an agent that has neither reserve1 or reserve2 skill levels assigned for that skill.
Database Tables CentreVu® CMS Open Database Connectivity 3-17 Split/Skill Database Items Database Item Description Data Type Column Type Length CALLSOFFERED The number of calls that queued to the split/skill and that completed during the interval. This does NOT include calls on the Generic 3 switch that could not queue to the split/skill because the queue was full or there was no queue. CALLSOFFERED = ACDCALLS + ABNCALLS + BUSYCALLS + DISCCALLS + OUTFLOWCALLS + DEQUECALLS.
Database Tables CentreVu® CMS Open Database Connectivity 3-18 Split/Skill Database Items Database Item Description Data Type Column Type Length DA_ACWOTIME The amount of talk time of outbound extension calls the agent made while in the after call work mode for a direct agent ACD call. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
Database Tables CentreVu® CMS Open Database Connectivity 3-19 Split/Skill Database Items Database Item Description Data Type Column Type Length DISCTIME The amount of time all DISCCALLS spent in this split’s/skill’s queue. For Generic 2.2 switches, this is the time until the trunk drops, in the case where the caller hangs up without listening to the entire announcement.
Database Tables CentreVu® CMS Open Database Connectivity 3-20 Split/Skill Database Items Database Item Description Data Type Column Type Length HOLDABNCALLS The number of times split/skill ACD callers abandoned the call while on hold. Available on Generic 2 and Generic 3 switches. C integer; smallint in hsplit table 4 bytes, 2 bytes in hsplit table HOLDCALLS The number of split/skill ACD calls that were placed on hold at least once. Available on Generic 2 and Generic 3 switches.
Database Tables CentreVu® CMS Open Database Connectivity 3-21 Split/Skill Database Items Database Item Description Data Type Column Type Length I_ACDOTHERTIME The amount of time during the collection interval that POSITIONS spent in the OTHER state (dialing an outgoing call with a Generic 3 switch, with a ringing extension call with Generic 3 switch, or with calls on hold and with no other state selected) with a split/skill ACD call on hold. Available on Generic 2.2 and Generic 3 switches.
Database Tables CentreVu® CMS Open Database Connectivity 3-22 Split/Skill Database Items Database Item Description Data Type Column Type Length I_AUXINTIME The amount of time during the collection interval that POSITIONS were in AUX work, AVAILABLE, or, for Generic 2.2 and Generic 3 switches, had an ACD or AUXIN/AUXOUT call on hold and were on inbound extension calls. I_AUXINTIME includes I_ACDAUXINTIME.
Database Tables CentreVu® CMS Open Database Connectivity 3-23 Split/Skill Database Items Database Item Description Data Type Column Type Length I_AUXTIME1-9 The amount of time during the collection interval that POSITIONS were in AUX for each reason code 1-9 in this skill. This includes time on extension calls from each AUX state. Available for Generic 3 Version 5 and later Generic 3 switches with EAS.
Database Tables CentreVu® CMS Open Database Connectivity 3-24 Split/Skill Database Items Database Item Description Data Type Column Type Length I_OTHERTIME The amount of time during the collection interval that POSITIONS were doing other work. I_OTHERTIME is collected for the time period after the link to the switch comes up or after the agent logs in and before the CMS receives notification of the agent’s state from the switch.
Database Tables CentreVu® CMS Open Database Connectivity 3-25 Split/Skill Database Items Database Item Description Data Type Column Type Length I_RINGTIME The amount of time during the collection interval that agents were in the ringing state for calls to this split/skill. If the agent changes work modes or answers/makes another call instead of answering the ringing call, I_RINGTIME will stop accumulating. RINGTIME is the time the caller spends ringing and is independent of agent activity.
Database Tables CentreVu® CMS Open Database Connectivity 3-26 Split/Skill Database Items Database Item INCOMPLETE Description This item indicates whether or not data is complete for this collection interval.
Database Tables CentreVu® CMS Open Database Connectivity 3-27 Split/Skill Database Items Database Item INFLOWCALLS Description The number of calls that were redirected to the split’s/skill’s queue from another queue. When a call leaves the VDN (for example, by routing to another VDN) or leaves vector processing (for example, by routing to a split/skill), the next split/skill to which a call queues will not be credited with an inflow.
Database Tables CentreVu® CMS Open Database Connectivity 3-28 Split/Skill Database Items Database Item Description Data Type Column Type Length INFLOWCALLS (contd) On Generic 3 Version 2 and newer switches, calls that ring at an agent in this split/skill and then requeue to the same split/skill by the Redirection on No Answer to a Split/Skill feature are counted as inflows.
Database Tables CentreVu® CMS Open Database Connectivity 3-29 Split/Skill Database Items Database Item Description Data Type Column Type Length MEDCALLS For switches with vectoring, the number of ACDCALLS with medium priority that were answered by agents in the split/skill. For example, answered calls that were queued to the split/skill with medium priority by a “queue to main” or “check backup” vector command.
Database Tables CentreVu® CMS Open Database Connectivity 3-30 Split/Skill Database Items Database Item Description Data Type Column Type Length NOANSREDIR (contd.) They are also counted as NOANSREDIR calls and can be subtracted out from the split/skill outflows and inflows to calculate the number of outflows and inflows that were not due to requeuing the call to the same split. This does not apply to Redirection on No Answer calls to a VDN.
Database Tables CentreVu® CMS Open Database Connectivity 3-31 Split/Skill Database Items Database Item Description Data Type Column Type Length O_ACWTIME The duration of all after call work associated with O_ACDCALLS. Available for outbound calls on Generic 2.2 switches with the ASAI Gateway Interface feature and Generic 3 switches with the ASAI feature. O_ACWTIME is included in ACWTIME.
CentreVu® CMS Open Database Connectivity Database Tables 3-32 Split/Skill Database Items Database Item OUTFLOWCALLS (contd) Description For Generic 3 switches without vectoring, this is the number of CALLSOFFERED that were redirected to another destination while queued to this split/skill. This can happen if: ● the call intraflowed or interflowed ● the split/skill call forwarding was active ● a ringing ACD call was answered using call pickup ● a ringing ACD call redirects on no answer.
CentreVu® CMS Open Database Connectivity Database Tables 3-33 Split/Skill Database Items Database Item OUTFLOWCALLS (contd) Description For Generic 2 switches without vectoring, outflows are counted when calls intraflow to another split or extension. For Generic 2 switches with vectoring (except for Generic 2.2 with EAS), outflows are counted if: ● the call was routed to another VDN ● the call is routed to a number ● the call queued to another split (using “queue to main” or “check backup”).
Database Tables CentreVu® CMS Open Database Connectivity 3-34 Split/Skill Database Items Database Item Description Data Type Column Type Length PERIOD1-9 The length, in seconds, of each service level increment as defined in the ACD Administration: Split/Skill Call Profile window. Each increment represents a progressively longer wait time. CentreVu CMS counts answered or abandoned calls that wait beyond the last increment (PERIOD9) in either ACDCALLS10 or ABNCALLS10.
Database Tables CentreVu® CMS Open Database Connectivity 3-35 Split/Skill Database Items Database Item Description Data Type Column Type Length SERVICELEVEL The number of seconds within which calls must be answered/connected in order to be considered acceptable (as defined on the ACD Administration: Split/Skill Call Profile window).
CentreVu® CMS Open Database Connectivity Database Tables 3-36 Split/Skill Database Items ECS CrossReference The following table lists which ECS release supports each Split/Skill database item. 3 NOTE: The following is a key to the database items tables: ● Items marked “X” indicate that the database item is supported by the specified ECS release. ● Items marked “EAS” require that the EAS feature be active on the ECS for the items to be populated.
CentreVu® CMS Open Database Connectivity Database Tables 3-37 Split/Skill Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 ACWOUTTIME X X X X X X ACWTIME X X X X X X ANSTIME X X X X X X ASSISTS X X X X X X AUXINCALLS X X X X X X AUXINTIME X X X X X X AUXOUTADJCALLS X X X X X X AUXOUTCALLS X X X X X X AUXOUTOFFCALLS X X X X X X AUXOUTOFFTIME X X X X X X AUXOUTTIME X X X X X X BACKUPCALLS X X X X X X BUSYCA
CentreVu® CMS Open Database Connectivity Database Tables 3-38 Split/Skill Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 HOLDTIME X X X X X X I_ACDAUXINTIME X X X X X X I_ACDAUX_OUTTIME X X X X X X I_ACDOTHERTIME X X X X X X I_ACDTIME X X X X X X I_ACWINTIME X X X X X X I_ACWOUTTIME X X X X X X I_ACWTIME X X X X X X I_ARRIVED X X X X X X I_AUXINTIME X X X X X X I_AUXOUTTIME X X X X X X I_AUXTIME X X X X X
CentreVu® CMS Open Database Connectivity Database Tables 3-39 Split/Skill Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 INTRVL X X X X X X LOWCALLS X X X X X X MAXINQUEUE X X X X X X MAXOCWTIME X X X X X X MAXSTAFFED X X X X X X MAXTOP * * * X X X MEDCALLS X X X X X X NOANSREDIR X X X X X X O_ABNCALLS X X X X X X O_ACDCALLS X X X X X X O_ACDTIME X X X X X X O_ACWTIME X X X X X X O_OTHERCALLS X X X
CentreVu® CMS Open Database Connectivity Database Tables 3-40 Split/Skill Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 SLVLOUTFLOWS X X X X X X SPLIT X X X X X X STARTTIME X X X X X X SVCLEVELCHG X X X X X X TOPCALLS X X X X X X TRANSFERRED X X X X X X Database Item
CentreVu® CMS Open Database Connectivity Database Tables 3-41 Agent Database Items Agent Database Items Overview 3 3 The Agent database item descriptions apply to historical items. The Data Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data. Cumulative, Administrative, Row Identifier, Busy Hour, and Maximum Value items typically apply to both the current and previous interval real-time tables.
CentreVu® CMS Open Database Connectivity Database Tables 3-42 Agent Database Items Database Item Description Data Type Column Type Length ABNTIME The amount of time split/skill ACD callers waited while ringing the agent’s voice terminal before the call was abandoned. For Generic 3 switches, ABNTIME includes the time until the agent releases the call for phantom-abandoned calls. Also available on Generic 2 and Generic 3 switches.
CentreVu® CMS Open Database Connectivity Database Tables 3-43 Agent Database Items Database Item Description Data Type Column Type Length ACWINCALLS The number of inbound extension calls received by the agent while in ACW. This includes ACW for split/skill and direct agent ACD calls and ACW not associated with a call. C smallint (dagent, hagent); integer (magent, wagent) 2 bytes (dagent, hagent); 4 bytes (magent, wagent) ACWINTIME The amount of talk time of all ACWINCALLS.
CentreVu® CMS Open Database Connectivity Database Tables 3-44 Agent Database Items Database Item Description Data Type Column Type Length ACWOUTOFFTIME The amount of talk time of all ACWOUTOFFCALLS (does not include time on hold). ACWOUTTIME includes ACWOUTOFFTIME. Available for external calls on Generic 2.2 and Generic 3 switches. C integer; smallint in hagent table 4 bytes; 2 bytes in hagent table ACWOUTTIME The amount of talk time of all ACWOUTCALLS.
CentreVu® CMS Open Database Connectivity Database Tables 3-45 Agent Database Items Database Item Description Data Type Column Type Length ANSRINGTIME The amount of time split/skill and direct agent ACD calls spent ringing at the agent’s voice terminal before being answered. Available for ring-tracking on Generic 2 and Generic 3 switches.
CentreVu® CMS Open Database Connectivity Database Tables 3-46 Agent Database Items Database Item Description Data Type Column Type Length AUXOUTCALLS The number of outbound extension calls that were made by the agent or on behalf of the agent while in AUX (auxiliary work), AVAILABLE; or, for Generic 2.2 and Generic 3 switches with an ACD or AUXIN/AUXOUT call on hold. NOTE: Calls the agent makes to transfer or conference an ACD call are included as AUXOUT calls.
CentreVu® CMS Open Database Connectivity Database Tables 3-47 Agent Database Items Database Item Description Data Type Column Type Length CONFERENCE The number of times the agent completed a conference; that is, pushed the conference key a second time). Available on Generic 2.2 and Generic 3 switches.
CentreVu® CMS Open Database Connectivity Database Tables 3-48 Agent Database Items Database Item Description Data Type Column Type Length DA_ACWINCALLS The number of inbound extension calls answered by the agent while in ACW for direct agent ACD calls. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
CentreVu® CMS Open Database Connectivity Database Tables 3-49 Agent Database Items Database Item Description Data Type Column Type Length DA_ACWOOFFTIME The amount of talk time of all DA_ACWOOFFCALLS (does not include HOLDTIME). DA_ACWOOFFTIME is included in DA_ACWOTIME. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
CentreVu® CMS Open Database Connectivity Database Tables 3-50 Agent Database Items Database Item Description Data Type Column Type Length DA_OTHERTIME The amount of time spent in queue or ringing by DA_OTHERCALLS before being redirected. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
CentreVu® CMS Open Database Connectivity Database Tables 3-51 Agent Database Items Database Item Description Data Type Column Type Length HOLDCALLS The number of calls that were placed on hold at least once. HOLDCALLS includes HOLDABNCALLS. For Generic 2.1 switches, HOLDCALLS applies to split ACD calls held. For Generic 3 and Generic 2.2 switches, HOLDCALLS applies to all calls the agent put on hold. Requires a Generic 3 switch with the ASAI or EAS feature for direct agent calling.
CentreVu® CMS Open Database Connectivity Database Tables 3-52 Agent Database Items Database Item Description Data Type Column Type Length I_ACDOTHERTIME The amount of time during the collection interval that the agent spent in the OTHER state (dialing an outgoing call, with a ringing personal call [Generic 3 switches], or with calls on hold and with no other state selected) with at least one split/skill or direct agent ACD call on hold. Available on Generic 2.2 and Generic 3 switches.
CentreVu® CMS Open Database Connectivity Database Tables 3-53 Agent Database Items Database Item Description Data Type Column Type Length I_ACWTIME The amount of time during the collection interval that the agent was in ACW. This includes ACW for split/skill ACD calls and ACW not associated with a call. NOTE: I_ACWINTIME and I_ACWOUTTIME include time in ACW for direct agent calls, but I_ACWTIME does not include this time.
CentreVu® CMS Open Database Connectivity Database Tables 3-54 Agent Database Items Database Item Description Data Type Column Type Length I_AUXOUTTIME The amount of time during the collection interval that the agent was in AUX work, AVAILABLE, or, for Generic 2.2 and Generic 3 switches, including time when an ACD or AUXIN/AUXOUT call on hold and on outbound extension calls.
CentreVu® CMS Open Database Connectivity Database Tables 3-55 Agent Database Items Database Item I_OTHERTIME Description The amount of time during the collection interval that POSITIONS were doing other work. I_OTHERTIME is collected for the time period after the link to the switch comes up or after the agent logs in and before the CMS receives notification of the agent’s state from the switch.
CentreVu® CMS Open Database Connectivity Database Tables 3-56 Agent Database Items Database Item Description Data Type Column Type Length I_RINGTIME The amount of time during the collection interval that the agent had split/skill and direct agent ACD calls ringing. If the agent changes work modes or makes/receives another call instead of answering the ringing call, I_RINGTIME will stop accumulating. RINGTIME is the time the caller spends ringing and is independent of agent activity.
CentreVu® CMS Open Database Connectivity Database Tables 3-57 Agent Database Items Database Item Description Data Type Column Type Length INTRVL The number of minutes in the intrahour interval (15, 30, or 60). INTRVL applies to intrahour intervals only. A smallint; only in hagent table 2 bytes LOC_ID The DEFINITY port network location ID that is associated with an agent upon login to the ACD.
CentreVu® CMS Open Database Connectivity Database Tables 3-58 Agent Database Items Database Item Description Data Type Column Type Length O_ACDTIME The amount of talk time of all O_ACDCALLS (does not include time calls spent on hold). This time is included in ACDTIME. Available for outbound calling on Generic 2.2 switches with the ASAI Gateway Interface feature and on Generic 3 switches with the ASAI feature.
CentreVu® CMS Open Database Connectivity Database Tables 3-59 Agent Database Items Database Item Description Data Type Column Type Length ROW_DATE (index) The day for which the data was collected or the exception occurred. I date 4 byte Informix date SPLIT (index) The split number to which the EXTENSION is assigned to or the skill number that the agent logged into. I smallint 2 bytes STARTTIME The start time for the interval for which data was collected.
CentreVu® CMS Open Database Connectivity Database Tables 3-60 Agent Database Items Database Item Description Data Type Column Type Length TI_AUXTIME1-9 The amount of time the agent spent in AUX with reason codes 1-9. “TI_” time is only stored for the skill logged in to the longest. “TI_” time needs to be summed across the skills the agents may log in to, in case the login order changes during the collection interval. Requires an ECS with the EAS feature.
CentreVu® CMS Open Database Connectivity Database Tables 3-61 Agent Database Items Database Item TI_OTHERTIME Description The amount of time during the collection interval that the agent was doing other work in all splits/skills. For all switches, TI_OTHERTIME is collected for the time period after the link to the switch comes up or after the agent logs in and before the CentreVu CMS receives notification of the agent’s state from the switch.
CentreVu® CMS Open Database Connectivity Database Tables 3-62 Agent Database Items Database Item Description Data Type Column Type Length TI_STAFFTIME The amount of time during the collection interval that the agent was staffed in any split/skill. “TI_” time is only stored for the split/skill logged into the longest. “TI_” time needs to be summed across the splits/skills the agents may log in to, in case the login order changes during the collection interval.
CentreVu® CMS Open Database Connectivity Database Tables 3-63 Agent Database Items ECS CrossReference The following table lists which ECS releases support each Agent database item. 3 The following is a key to the database items tables: ● Items marked “X” indicate that the database item is supported by the specified ECS release. ● Items marked “EAS” require that the EAS feature be active on the ECS for the items to be populated.
CentreVu® CMS Open Database Connectivity Database Tables 3-64 Agent Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 AUXOUTADJCALLS X X X X X X AUXOUTCALLS X X X X X X AUXOUTOFFCALLS X X X X X X AUXOUTOFFTIME X X X X X X AUXOUTTIME X X X X X X CONFERENCE X X X X X X DA_ABNCALLS X X X X X X DA_ABNTIME X X X X X X DA_ACDCALLS X X X X X X DA_ACDTIME X X X X X X DA_ACWINCALLS X X X X X X DA_ACWINTIME X X X X X
CentreVu® CMS Open Database Connectivity Database Tables 3-65 Agent Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 I_ACDAUXINTIME X X X X X X I_ACDAUX_OUTTIME X X X X X X I_ACDOTHERTIME X X X X X X I_ACDTIME X X X X X X I_ACWINTIME X X X X X X I_ACWOUTTIME X X X X X X I_ACWTIME X X X X X X I_AUXINTIME X X X X X X I_AUXOUTTIME X X X X X X I_AUXTIME X X X X X X I_AVAILTIME X X X X X X I_DA_ACDTIME X X X X X
CentreVu® CMS Open Database Connectivity Database Tables 3-66 Agent Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 STARTTIME X X X X X X TI_AUXTIME X X X X X X TI_AUXTIME0 X X X X X X EAS X X X Database Item TI_AUXTIME1-9 TI_AVAILTIME X X X X X X TI_OTHERTIME X X X X X X TI_STAFFTIME X X X X X X TRANSFERRED X X X X X X
CentreVu® CMS Open Database Connectivity Database Tables 3-67 Trunk Group Database Items Trunk Group Database Items Overview 3 The Trunk Group database item descriptions apply to historical items. The Data Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data. Cumulative, Administrative, Row Identifier, Busy Hour, and Maximum Value items apply to both the current and previous interval real-time tables.
CentreVu® CMS Open Database Connectivity Database Tables 3-68 Trunk Group Database Items Trunk Group Database Items Database Item The following table describes the data items in the CMS Trunk Group database tables. 3 Description Data Type Column Type Length ABNCALLS The number of calls carried by this trunk that were abandoned by the caller before being answered by an agent. Calls directly to unmeasured stations that did not go through a measured VDN or split/skill are not recorded.
CentreVu® CMS Open Database Connectivity Database Tables 3-69 Trunk Group Database Items Database Item Description Data Type Column Type Length ABNRINGCALLS The number of split/skill or direct agent ABNCALLS that abandoned by the caller while ringing at an agent position. Available on Generic 2 and Generic 3 switches. C integer 4 bytes ABNVECCALLS The number of ABNCALLS that abandoned while in vector processing.
CentreVu® CMS Open Database Connectivity Database Tables 3-70 Trunk Group Database Items Database Item Description Data Type Column Type Length BACKUPCALLS The number of ACDCALLS that were delivered to and answered by this split/skill by a vector command other than "queue to main" and the number of ACDCALLS that were delivered to a split/skill by a “queue to” vector command answered by an agent that has neither reserve1 or reserve2 skill levels assigned for that skill.
CentreVu® CMS Open Database Connectivity Database Tables 3-71 Trunk Group Database Items Database Item Description Data Type Column Type Length BH_INCALLS The number of incoming calls carried by this trunk group that completed during the busy hour. BH_INCALLS includes BH_ABNCALLS, BH_ACDCALLS, and BH_OTHERCALLS. B integer; smallint in htkgrp table 4 bytes; 2 bytes in htkgrp table BH_INTERVAL The defined interval length, with the start time, of the busy hour.
CentreVu® CMS Open Database Connectivity Database Tables 3-72 Trunk Group Database Items Database Item Description Data Type Column Type Length BH_OTHERCALLS The number of incoming calls carried by the trunk group during the busy hour that were not answered or abandoned. BH_OTHERCALLS include extension in calls, calls forced busy or disconnected, calls that outflowed off the switch, short inbound calls, and inbound calls of unknown disposition. BH_OTHERCALLS includes BH_BUSYCALLS and BH_DISCCALLS.
CentreVu® CMS Open Database Connectivity Database Tables 3-73 Trunk Group Database Items Database Item Description Data Type Column Type Length BUSYCALLS The number of INCALLS that were given a busy signal by the switch. This can occur on all switches via the “busy'' vector command.
CentreVu® CMS Open Database Connectivity Database Tables 3-74 Trunk Group Database Items Database Item Description Data Type Column Type Length DISCCALLS With Generic 2.1, Generic 3 Version 1 and Generic 3 Version 2 (prior to load 100) switches, DISCCALLS is the number of INCALLS that were given a forced disconnect announcement by the “disconnect” vector command, listened to the entire announcement, then were disconnected by the switch. With Generic 2.
CentreVu® CMS Open Database Connectivity Database Tables 3-75 Trunk Group Database Items Database Item Description Data Type Column Type Length I_OUTOCC The amount of time during the collection interval that trunks in this trunk group were occupied by outgoing calls. C integer 4 bytes INCALLS The number of inbound calls that were carried by this TKGRP and that completed during the collection interval. INCALLS includes ABNCALLS, ACDCALLS, CONNECTCALLS, and TRANSFERRED.
CentreVu® CMS Open Database Connectivity Database Tables 3-76 Trunk Group Database Items Database Item Description Data Type Column Type Length INTRVL The number of minutes in the intrahour interval (15, 30, or 60). INTRVL applies to intrahour tables only. A smallint; only in htkgrp table 2 bytes MBUSYTIME The total time (in seconds) during the collection interval that trunks in the trunk group were maintenance busy.
CentreVu® CMS Open Database Connectivity Database Tables 3-77 Trunk Group Database Items Database Item Description Data Type Column Type Length OTHERCALLS The number of INCALLS carried by this trunk group that were not answered as split/skill or direct agent ACD calls or abandoned. These include forced busy calls, forced disconnect calls, calls that were connected to a non-ACD destination, short inbound calls, calls that outflowed off the switch, and calls with unknown dispositions.
CentreVu® CMS Open Database Connectivity Database Tables 3-78 Trunk Group Database Items Database Item Description Data Type Column Type Length SHORTCALLS The number of inbound and outbound calls that occupied a trunk in the trunk group for less than 2 seconds and that did not queue to a split/skill, forward to a split/skill, get answered by an agent, get a forced busy or forced disconnect from the switch, or produce a trunk failure or maintenance busy.
CentreVu® CMS Open Database Connectivity Database Tables 3-79 Trunk Group Database Items ECS CrossReference The following table lists which of the ECS releases support each of the Trunk Group database items.
CentreVu® CMS Open Database Connectivity Database Tables 3-80 Trunk Group Database Items Database Item G3V2/ G3V3 G3V4 ECS R5 BLOCKAGE ECS R6 ECS R7 ECS R8 X X X BUSYCALLS X X X X X X COMPLETED X X X X X X CONNECTCALLS X X X X X X DISCCALLS X X X X X X X X X FAILURES I_INOCC X X X X X X I_OUTOCC X X X X X X INCALLS X X X X X X INCOMPLETE X X X X X X INTIME X X X X X X INTRVL X X X X X X MBUSYTIME X X X X X X O_ABN
CentreVu® CMS Open Database Connectivity Database Tables 3-81 Trunk Database Items Trunk Database Items Overview 3 The Trunk database item descriptions apply to historical items. The Data Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data. Cumulative, Administrative, Row Identifier, Busy Hour, and Maximum Value items typically apply to both the current and previous interval real-time tables.
CentreVu® CMS Open Database Connectivity Database Tables 3-82 Trunk Database Items Trunk Database Items Database Item The following table describes the data items in the CMS Trunk database tables. 3 Description Data Type Column Type Length ABNCALLS The number of calls carried by this trunk that were abandoned by the caller before being answered by an agent. Calls directly to unmeasured stations that did not go through a measured VDN or split/skill are not recorded. For Generic 2.
CentreVu® CMS Open Database Connectivity Database Tables 3-83 Trunk Database Items Database Item Description Data Type Column Type Length AUDIO The number of calls for which audio difficulty problems were reported for this trunk. Available on Generic 2 and Generic 3 switches. C integer; smallint in htrunk table 4 bytes; 2 bytes in htrunk table EQLOC (index) The physical equipment location (trunk number) for which data was collected. For the DEFINITY ECS R8, this field is eight characters.
CentreVu® CMS Open Database Connectivity Database Tables 3-84 Trunk Database Items Database Item Description Data Type Column Type Length INCALLS The number of inbound calls carried by this trunk that completed during the collection interval. This includes calls with short holding times (SHORTCALLS) but does not include calls that had a trunk failure (FAILURES). INCALLS = ABNCALLS + ACDCALLS + OTHERCALLS.
CentreVu® CMS Open Database Connectivity Database Tables 3-85 Trunk Database Items Database Item Description Data Type Column Type Length LOC_ID The DEFINITY location ID that is associated with a trunk. A location ID is not directly assigned to a trunk; instead, it is assigned to a port network (on the ‘ch cabinet x’ form), and therefore, each trunk whose equipment location belongs to that port network will be associated with that port network’s location ID. Valid values are 01-44.
CentreVu® CMS Open Database Connectivity Database Tables 3-86 Trunk Database Items Database Item Description Data Type Column Type Length OTHERCALLS The number of INCALLS on this trunk that were not answered or abandoned as split/skill or direct agent ACD calls. These include forced busy calls, forced disconnect calls, calls that outflowed off the switch, calls that were connected to a non-ACD destination, short inbound calls, and calls with unknown dispositions.
CentreVu® CMS Open Database Connectivity Database Tables 3-87 Trunk Database Items ECS CrossReference The following table lists which of the ECS releases support each Trunk database item.
CentreVu® CMS Open Database Connectivity Database Tables 3-88 Vector Database Items Vector Database Items Overview 3 NOTE: Vector database items are available only if the Vectoring feature has been purchased and authorized for you to use. The Vector database item descriptions apply to historical items. The Data Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data.
CentreVu® CMS Open Database Connectivity Database Tables 3-89 Vector Database Items Vector Database Items Database Item The following table describes the data items in the CMS Vector database tables. 3 Description Data Type Column Type Length ABNCALLS The number of INCALLS that were abandoned while INPROGRESS for this vector. This includes split/skill and direct agent ACD calls that abandon from queue or from ringing, calls that abandon from vector processing, and for the Generic 2.
CentreVu® CMS Open Database Connectivity Database Tables 3-90 Vector Database Items Database Item Description Data Type Column Type Length ACDCALLS The number of split/skill and direct agent ACD calls that were answered by an agent from “queue to main, “check backup”, “messaging split/skill”, “route to” split/skill or direct agent, and “adjunct routing” to a split/skill or direct agent. ACDCALLS includes BACKUPCALLS.
CentreVu® CMS Open Database Connectivity Database Tables 3-91 Vector Database Items Database Item BACKUPCALLS Description The number of ACDCALLS that were delivered to and answered by this split/skill by a vector command other than "queue to main" and the number of ACDCALLS that were delivered to a split/skill by a “queue to” vector command answered by an agent that has neither reserve1 or reserve2 skill levels assigned for that skill.
CentreVu® CMS Open Database Connectivity Database Tables 3-92 Vector Database Items Database Item Description Data Type Column Type Length BUSYCALLS The number of INCALLS that were given a busy signal by the switch. This can occur on all switches when the “busy'' vector command is executed.
CentreVu® CMS Open Database Connectivity Database Tables 3-93 Vector Database Items Database Item Description Data Type Column Type Length DISCCALLS With Generic 2.1 and Generic 3 Version 1 switches, DISCCALLS is the number of INCALLS that were given a forced disconnect announcement by the “disconnect” vector command, listened to the entire announcement, then were disconnected by the switch. With the Generic 2.
CentreVu® CMS Open Database Connectivity Database Tables 3-94 Vector Database Items Database Item Description Data Type Column Type Length GOTOCALLS The number of OUTFLOWCALLS that were redirected to another vector by way of a “go to vector” command. Available on Generic 2.2 and Generic 3 switches and on the ECS. C integer; smallint in hvector table 4 bytes; 2 bytes in hvector table GOTOTIME The amount of time all GOTOCALLS spent in this vector before being redirected to another vector.
CentreVu® CMS Open Database Connectivity Database Tables 3-95 Vector Database Items Database Item Description Data Type Column Type Length INTERFLOWCALLS The number of OUTFLOWCALLS that were directed to an off-switch location. INTERFLOWCALLS includes LOOKFLOWCALLS. C integer; smallint in hvector table 4 bytes; 2 bytes in hvector table INTIME The amount of time all DISCCALLS spent in this VECTOR.
CentreVu® CMS Open Database Connectivity Database Tables 3-96 Vector Database Items Column Type Length C integer; smallint in hvector table 4 bytes; 2 bytes in hvector table The number of disconnected calls for the reply step in BSR. Requires the DEFINITY ECS R6. C integer; smallint in hvector table 4 bytes; 2 bytes in hvector table NETPOLLS The number of network polls for the consider steps in BSR. Requires the DEFINITY ECS R6.
CentreVu® CMS Open Database Connectivity Database Tables 3-97 Vector Database Items Database Item Description Data Type Column Type Length OUTFLOWTIME The amount of time all OUTFLOWCALLS spent in the VECTOR before being redirected. OUTFLOWTIME includes GOTOTIME. C integer 4 bytes PHANTOMABNS The number of split/skill and direct agent ACD calls and calls that routed to an agent or extension with talk time less than the value of the phantom abandoned call timer.
CentreVu® CMS Open Database Connectivity Database Tables 3-98 Vector Database Items ECS CrossReference The following table lists which of the ECS releases support the Vector database items.
CentreVu® CMS Open Database Connectivity Database Tables 3-99 Vector Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 X X X X X X NETDISCCALLS X X X NETPOLLS X X X Database Item LOOKFLOWCALLS OTHERCALLS X X X X X X OTHERTIME X X X X X X OUTFLOWCALLS X X X X X X OUTFLOWTIME X X X X X X PHANTOMABNS X X X X X X RINGCALLS X X X X X X RINGTIME X X X X X X ROW_DATE X X X X X X VDISCCALLS X X X X X X VECTOR X X X
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-100 VDN Database Items Overview 3 NOTE: VDN database items are available only if the Vectoring feature has been purchased and authorized for you to use. The VDN Database Item descriptions apply to historical items. The Data Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-101 VDN Database Items Database Item The following table describes the data items in the CMS VDN database tables. 3 Description Data Type Column Type Length ABNCALLS The number of INCALLS that were abandoned while INPROGRESS for this VDN.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-102 Database Item Description Data Type Column Type Length ABNRINGCALLS The number of split/skill and direct agent ABNCALLS that were abandoned by the caller while ringing at an agent position. Available on Generic 2 and Generic 3 switches and on the ECS.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-103 Database Item Description Data Type Column Type Length ADJATTEMPTS The number of adjunct-routing attempts for calls in this VDN. ADJATTEMPTS includes ADJROUTED. Available on Generic 3 switches and on the ECS with the ASAI gateway. C integer; smallint in hvdn table 4 bytes; 2 bytes in hvdn table ADJROUTED The number of adjunct routing calls that were redirected by an adjunct processor or host computer.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-104 Database Item Description Data Type Column Type Length BACKUPCALLS The number of ACDCALLS that were delivered to and answered by this split/skill by a vector command other than "queue to main" and the number of ACDCALLS that were delivered to a split/skill by a “queue to” vector command answered by an agent that has neither reserve1 or reserve2 skill levels assigned for that skill.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-105 Database Item Description Data Type Column Type Length BH_BUSYCALLS The number of INCALLS that were given a busy signal by the switch during the busy hour. B integer; smallint in hvdn table 4 bytes; 2 bytes in hvdn table BH_DISCCALLS The number of INCALLS that were disconnected by the switch during the busy hour.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-106 Database Item Description Data Type Column Type Length BUSYCALLS The number of INCALLS that were given a busy signal by the ECS. This can occur on all ECS releases through the “busy'' vector command.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-107 Database Item Description Data Type Column Type Length CONNTALKTIME The amount of talk time for all CONNECTCALLS, not including HOLDTIME (except on Generic 2.1). The format is the number of seconds that have accumulated. C integer; smallint in hvdn table 4 bytes; 2 bytes in hvdn table DEFLECTCALLS The number of calls that were deflected to the network by BSR. Requires the R6 ECS.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-108 Database Item Description Data Type Column Type Length HOLDABNCALLS The number of times that callers abandoned from on hold. For Generic 2.1 switches, HOLDABNCALLS applies to split ACD calls held. For Generic 2.2 and Generic 3 switches, and for the ECS, HOLDABNCALLS applies to all calls the agent put on hold.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-109 Database Item Description Data Type Column Type Length INCOMPLETE This item indicates whether or not data is complete for this collection interval.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-110 Database Item Description Data Type Column Type Length INTIME The amount of time spent by INCALLS in this VDN. INTIME = ACDTIME + ABNTIME + ANSTIME + HOLDTIME + OTHERTIME However, on Generic 2.1 switches, there are multiple call handling scenarios in which callbased ACDTIME is stopped before the call ends. In these scenarios, INTIME does not add up to ACDTIME + ABNTIME + ANSTIME + OTHERTIME + HOLDTIME.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-111 Database Item Description Data Type Column Type Length MAXWAITING The maximum number of calls simultaneously in progress in the VDN during the collection interval. M integer; smallint in hvdn table 4 bytes; 2 bytes in hvdn table NETDISCCALLS The number of calls that disconnected from the BSR reply step. Requires the R6 ECS.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-112 Database Item Description Data Type Column Type Length OTHERTIME The duration of all OTHERCALLS until the calls leave the VDN (the calls drop, are sent to another VDN, are transferred, or are sent outside the switch). OTHERTIME includes BUSYTIME, CONNECTTIME, CONNTALKTIME, DISCTIME, and OUTFLOWTIME.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-113 Database Item Description Data Type Column Type Length PHANTOMABNS The number of split/skill and direct agent ACD calls and calls that routed to an agent or extension with talk time of less than the value set for the phantom abandoned call timer. Available on Generic 3 and newer switches and on the ECS.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-114 Database Item Description Data Type Column Type Length SKILLTIME1-3 The amount of time agents spent talking on calls they answered in each VDN skill preference. Available on Generic 2.2 and Generic 3 switches with EAS. C integer 4 bytes SKILL1-3 The first, second, and third VDN skill assigned to this VDN. Available on Generic 2.2 and Generic 3 and newer switches and on the ECS with EAS.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-115 Database Item Data Type Description Column Type Length VDN (index) The vector directory number associated with this VDN. I char(6) 6 byte ASCII text string VECTOR (index) The vector number associated with this VDN. A smallint 2 bytes ECS CrossReference The following table lists which of the ECS releases support each VDN database item.
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-116 G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 BH_BUSYCALLS X X X X X X BH_DISCCALLS X X X X X X BH_INTERVAL X X X X X X BH_OTHERCALLS X X X X X X BH_STARTTIME X X X X X X BH_VDNCALLS X X X X X X BACKUPCALLS X X X X X X BUSYCALLS X X X X X X BUSYTIME X X X X X X CONNECTCALLS X X X X X X CONNECTTIME X X X X X X CONNTALKTIME X X X X X X X
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-117 G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 LOOKFLOWCALLS X X X X X X MAXOCWTIME X X X X X X MAXWAITING X X X X X X NETDISCCALLS X X X NETINCALLS X X X NETINTIME X X X NETPOLLS X X X X X X X X X Database Item NOANSREDIR X X X NUMTGS OTHERCALLS X X X X X X OTHERTIME X X X X X X OUTFLOWCALLS X X X X X X OUTFLOWTIME X X X X X X PERIOD1-9 X X X
Database Tables CentreVu® CMS Open Database Connectivity VDN Database Items 3-118 G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 SVCLEVELCHG X X X X X X TRANSFERRED X X X X X X VDISCCALLS X X X X X X VDN X X X X X X VECTOR X X X X X X Database Item
CentreVu® CMS Open Database Connectivity Database Tables 3-119 Call Work Codes Database Items Call Work Codes Database Items Overview 3 3 NOTE: Call work codes are only available with Generic 3 and Generic 2.2 ECS. The Call Work Codes database item descriptions apply to historical items. The Data Type column refers to Cumulative (C), Administrative (A), Status (S), Row Identifier (I), Busy Hour (B), Special Table (N), or Maximum Value (M) data.
CentreVu® CMS Open Database Connectivity Database Tables 3-120 Call Work Codes Database Items Database Item Description Data Type Column Type Length ACDTIME The amount of talk time of all ACDCALLS (not including HOLDTIME) associated with this call work code. C integer 4 bytes ACWTIME The amount of time that the agent spent in ACW for ACDCALLS that were associated with this call work code. C integer 4 bytes CWC (index) The call work code for which data was collected.
CentreVu® CMS Open Database Connectivity Database Tables 3-121 Call Work Codes Database Items ECS CrossReference The following table lists which of the ECS releases support each Call Work Code database item.
CentreVu® CMS Open Database Connectivity Database Tables 3-122 Agent Login/Logout Database Items Agent Login/Logout Database Items Overview 3 Agent Login/Logout Database Items Database Item 3 The Agent Login/Logout database item descriptions are historical items that apply specifically to the Agent Login/Logout (haglog) table. The indexes are ACD, SPLIT and ROW_DATE. The following table describes the data items in the CMS Agent Login/Logout database table.
CentreVu® CMS Open Database Connectivity Database Tables 3-123 Agent Login/Logout Database Items Database Item Description Column Type Length LOGIN The time at which the agent logged into this extension and split/skill with the given login ID. This field is a standard UNIX time field; that is, the time is stored as the number of seconds since January 1, 1970. integer 4 bytes LOGONSKILL2-20 The second through twentieth skills the agent logged in with.
CentreVu® CMS Open Database Connectivity Database Tables 3-124 Agent Login/Logout Database Items Database Item Description Column Type Length SKLEVEL2-20 This item indicates the agent’s skill level (1-16) for a normal skill or reserve level (1 or 2) for a reserve skill. This SKLEVEL2-20 applies to LOGONSKILL2-20. Requires a DEFINITY ECS R5 or R6 with EAS. Reserve levels are only available on the ECS R6. integer 4 bytes SKPERCENT The agent’s percent allocation for LOGONSKILL.
CentreVu® CMS Open Database Connectivity Database Tables 3-125 Agent Login/Logout Database Items ECS CrossReference The following table lists which of the ECS releases support each Agent Login/Logout database items.
CentreVu® CMS Open Database Connectivity Database Tables 3-126 Agent Trace Database Items Agent Trace Database Items Overview Agent Trace Database Items Database Item 3 3 The Agent Trace database item descriptions are historical items that apply specifically to the Agent Trace (ag_actv) table. The indexes are ACD, LOGID, and ROW_DATE. The following table describes the data items in the CMS Agent Trace database table.
Database Tables CentreVu® CMS Open Database Connectivity 3-127 Agent Trace Database Items Database Item Description Column Type Length CALLING_PTY The calling party identification, which is the Automatic Number Identification (ANI)/Station Identification (SID) (for Generic 2.2 and Generic 3 Version 4 and later switches with ISDN ANI delivery), extension or trunk equipment location identifying the originator of the call.
Database Tables CentreVu® CMS Open Database Connectivity 3-128 Agent Trace Database Items Database Item Description Column Type Length LOC_ID The DEFINITY port network location ID that is associated with an agent upon login to the ACD. A location ID is not directly assigned to an agent; instead, it is associated with the equipment location of the voice terminal that the agent uses to log into the ACD. Therefore, only when an agent logs into the ACD can the agent become associated with a location ID.
CentreVu® CMS Open Database Connectivity Database Tables 3-129 Agent Trace Database Items Database Item Column Type Description Length TRANSFERRED This item represents whether or not an answering agent initiated a transfer for this call. Valid values are YES and NO. For Generic 2.1 switches, TRANSFERRED includes transfers to measured VDNs or splits/skills. For Generic 3 and Generic 2.2 switches, TRANSFERRED includes all calls that are transferred.
CentreVu® CMS Open Database Connectivity Database Tables 3-130 Agent Trace Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 AUXREASON X X X X X X CALLER_HOLD X X X X X X X X X X Database Item CALLING_II CALLING_PTY X X X X X X CONFERENCE X X X X X X DIGITS_DIALED X X X X X X DIRECTION X X X X X X DURATION X X X X X X EVENT_TIME X X X X X X EXT_CALL_ORIG X X X X X X KEYBD_DIALED X X X X X X LOGID (index) X X X
CentreVu® CMS Open Database Connectivity Database Tables 3-131 Current Day Configuration Forecast Database Items Current Day Configuration Forecast Database Items Overview Current Day Configuration Forecast Database Items Database Item 3 The Current Day Configuration database item descriptions are historical items used specifically to collect values entered in the Forecast: Current Day window. They apply to the Current Day (f_cday) table. The indexes are ACD, ROW_DATE and SPLIT.
CentreVu® CMS Open Database Connectivity Database Tables 3-132 Current Day Configuration Forecast Database Items Database Item Column Type Description Length TRENDBASE The base date for seasonal trending. date 4 byte Informix date WT1-4 The weight given to date 1 (WT1), date 2 (WT2), date 3 (WT3), and date 4 (WT4), respectively. smallint 2 bytes ECS CrossReference The following table lists which of the ECS releases support each of the Current Day Configuration database items.
CentreVu® CMS Open Database Connectivity Database Tables 3-133 Current Day Forecast Report Database Items Current Day Forecast Report Database Items Overview 3 3 The Current Day Forecast Report database item descriptions are historical items used specifically to collect values displayed in the Current Day Forecast report, and they apply to the Current Day Report (f_cdayrep) table. The indexes are ACD, ROW_DATE and SPLIT.
CentreVu® CMS Open Database Connectivity Database Tables 3-134 Current Day Forecast Report Database Items Database Item Description Column Type Length RAGOCC The resulting maximum percentage of time that an agent will be on ACD calls. smallfloat 4 byte Informix floating point type RAVGSPEEDANS The resulting average speed of answer in seconds for this type of call. smallint 2 bytes ROW_DATE (index) The day for which data was collected or the exception occurred.
CentreVu® CMS Open Database Connectivity Database Tables 3-135 Current Day Forecast Report Database Items ECS CrossReference The following table lists which of the ECS releases support each Current Day Report database items.
CentreVu® CMS Open Database Connectivity Database Tables 3-136 Call Record Database Items Call Record Database Items Overview Call Record Database Items Database Item 3 3 The Call Record database item descriptions are historical items that apply specifically to the Call Record (call_rec) table. The indexes are ACD and ROW_DATE. The following table describes the database items in the CMS Call Record database table.
Database Tables CentreVu® CMS Open Database Connectivity 3-137 Call Record Database Items Database Item Description Column Type Length ANSREASON The reason code (0 through 9) associated with the answering agent’s mode, if the agent is in the AUX mode. For agents in AUX on switches with releases prior to the ECS or switches that do not have EAS and reason codes active, ANSREASON is always 0.
Database Tables CentreVu® CMS Open Database Connectivity 3-138 Call Record Database Items Database Item Description Column Type Length CONFERENCE This item indicates whether or not the answering agent initiated a conference on this segment. Valid values for CONFERENCE are 0=NO, 1=YES. Available on the ECS, Generic 2.2 and Generic 3 switches. smallint 2 bytes CONSULTTIME The amount of time an agent talked on any outbound call while in AUX work, ACW, or in Other with a call on hold.
Database Tables CentreVu® CMS Open Database Connectivity 3-139 Call Record Database Items Database Item DISPOSITION (contd) Description A connected call is a non-ACD call to a measured agent for which CMS receives an indication that the call was connected. An answered call is any split/skill or direct agent ACD call for which CMS receives an indication that the call was answered by an agent and was not a phantom abandon.
Database Tables CentreVu® CMS Open Database Connectivity 3-140 Call Record Database Items Database Item Description Column Type Length DISPPRIORITY The priority the call had at its disposition in this segment. Priorities can be 1=NO or 2=YES (without vectoring), or 3=LOW, 4=MED, 5=HIGH, or 6=TOP (with vectoring). If the call never gets queued to a split/skill, the priority will not be set.
Database Tables CentreVu® CMS Open Database Connectivity 3-141 Call Record Database Items Database Item Description Column Type Length DURATION The total time the trunk was in use. This is the overall trunk holding time from the beginning of the call segment until the caller is disconnected. For the first segment of a call, this will be the trunk holding time for the caller for the entire call (from seized until idle).
Database Tables CentreVu® CMS Open Database Connectivity 3-142 Call Record Database Items Database Item Description Column Type Length HOLDABN This item indicates whether or not this call abandoned from hold in this call segment. Valid values for HOLDABN are 0=NO, 1=YES. With the ECS, Generic 2.2, and Generic 3 switches, this applies to all calls the agent put on hold. smallint 2 bytes LASTCWC The last call work code (up to 16 digits) entered by the answering agent in this segment.
Database Tables CentreVu® CMS Open Database Connectivity 3-143 Call Record Database Items Database Item Description Column Type Length ORIGHOLDTIME The total time the call was put on hold by the originating agent. Requires the DEFINITY ECS R6. integer 4 bytes ORIGLOGIN The login ID of the agent originating the call. This is used for calls an agent originates to another agent, to an on-switch extension, or to an external destination.
Database Tables CentreVu® CMS Open Database Connectivity 3-144 Call Record Database Items Database Item Description Column Type Length SPLIT1 The first split/skill the call queued to in the first VDN with which it was associated in the call segment. smallint 2 bytes SPLIT2 The second split/skill the call was also queued to in the first VDN with which it was associated in the call segment. Applies to Generic 2.
CentreVu® CMS Open Database Connectivity Database Tables 3-145 Call Record Database Items ECS CrossReference The following table lists which of the ECS releases support the Call Record database items.
CentreVu® CMS Open Database Connectivity Database Tables 3-146 Call Record Database Items G3V2/ G3V3 G3V4 ECS R5 ECS R6 ECS R7 ECS R8 EVENT1-9 X X X X X X FIRSTIVECTOR X X X X X X FIRSTVDN X X X X X X HELD X X X X X X HOLDABN X X X X X X LASTCWC X X X X X X X X X X Database Item LASTDIGITS LASTOBSERVER X X X X X X MALICIOUS X X X X X X X X X X X X X X X NETINTIME OBSERVINGCALL X X X ORIGHOLDTIME ORIGLOGIN X X X X X X
CentreVu® CMS Open Database Connectivity Database Tables 3-147 Data Collection Period Database Items Data Collection Period Database Items Overview 3 3 The Administrative data collection period database items apply to the Daily Data Collection Period (d_secs), Weekly Data Collection Period (w_secs), and Monthly Data Collection Period (m_secs) tables. All items listed in the following table are included in all three tables, unless otherwise noted in the Column Type column.
CentreVu® CMS Open Database Connectivity Database Tables 3-148 Archiver Execution Status Database Items Archiver Execution Status Database Items Overview 3 Archiver Execution Status Database Items Database Item 3 The Archiver Execution Status database item descriptions apply specifically to items in the arch_stat table. The table contains status information on recent archiver executions, and displays status and the next run scheduled. The indexes are ACD and ARCH_TYPE.
CentreVu® CMS Open Database Connectivity Database Tables 3-149 Archiver Execution Status Database Items Database Item STATUS Description The status of the archiver execution. This field indicates if the execution was not run, is currently running, or has finished. Values are: 1 = not run 2 = finished, the archive was successful 3 = finished, the archive had a failure 4 = running.
CentreVu® CMS Open Database Connectivity Database Tables 3-150 Customer Log Database Items Customer Log Database Items Overview Customer Log Database Items Database Item 3 3 The Customer Log database item descriptions apply specifically to items in the customer_log table. The table contains customer error log information on recent archiver executions. The information includes the error code, the date the error occurred, the severity, the associated event, and a description of the error.
CentreVu® CMS Open Database Connectivity Database Tables 3-151 Agent Group Database Items Agent Group Database Items Overview Agent Group Database Items Database Item 3 3 The Agent Group database items descriptions in the following able apply to items in the agroups table. The table contains dictionary information on agent groups. The indexes are ACD_NO, ITEM_TYPE, ITEM_NAME, and VALUE.
CentreVu® CMS Open Database Connectivity Database Tables 3-152 Synonyms Database Items Synonyms Database Items Overview Synonyms Database Items Database Item 3 3 The Synonyms database item descriptions apply specifically to items in the synonyms table. The table contains dictionary synonyms. The indexes are ACD_NO, ITEM_TYPE, ITEM_NAME, and VALUE.
CentreVu® CMS Open Database Connectivity Database Tables 3-153 Synonyms Database Items Database Item Description Data Type Column Type Length ITEM_TYPE (index) (contd) vector aux_rsn VECTOR AUXREASON (AUX work state reason) logout_rsn LOGOUTREASON (agent logout reason) cwc CWC (call work code) workmode WORKMODE (agent work mode in both Agent and Agent Trace tables) ag_origin ORIGIN ag_dir DIRECTION ag_dest DESTINATION ag_pref PREFERENCE tkstate TKSTATE (trunk state) tk_pri PRIORITY tk_queue QUETY
CentreVu® CMS Open Database Connectivity Database Tables 3-154 ACD Shifts Database Items ACD Shifts Database Items Overview ACD Shifts Database Items Database Item 3 3 The ACD shifts database item descriptions apply specifically to items in the acd_shifts table. The table contains information on ACD shift times and the maximum number of agents logged in for each shift. The indexes are ACD and SHIFT_ID.
CentreVu® CMS Open Database Connectivity Database Tables 3-155 Database Items Database Items Overview Database Items Database Item 3 3 3 The Database Items descriptions apply specifically to items in the dbitems table. The table contains definitions for Dictionary standard and custom database items, constants, and calculations. The index is ITEM_NAME.
CentreVu® CMS Open Database Connectivity Database Tables 3-156 Exceptions Historical Database Items Exceptions Historical Database Items Overview 3 3 In the tables in this section, the database item EXTYPE lists numerical values associated with exception types. The database item REASON in the Database Collection Exceptions Database Items table lists numerical values associated with exception types.
CentreVu® CMS Open Database Connectivity Database Tables 3-157 Exceptions Historical Database Items Database Item EXTYPE (Contd) Description 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 34 38 48 49 59 60 61 62 63 64 65 66 67 68 69 98 99 Number ACD calls placed on hold* Number ACD calls abandoned while on hold* Time on outbound ACD call (min) Time on outbound ACD call (max)† Number calls transferred** Time on external outbound ACW call† Time on external outbound AUX call† Time on direct agent cal
CentreVu® CMS Open Database Connectivity Database Tables 3-158 Exceptions Historical Database Items Database Item Description Column Type Length LOGID The login ID of the agent who had the exception. char(10) 10 byte ASCII text string REASON_ CODE The reason code that the agent was in when the exception occurred. smallint 2 bytes ROW_DATE (index) The day for which data was collected or the exception occurred. date 4 byte Informix date ROW_TIME The time at which the exception occurred.
CentreVu® CMS Open Database Connectivity Database Tables 3-159 Exceptions Historical Database Items Disk Full Exceptions Database Items Database Item The following table describes the historical Disk Full Exceptions database items. They apply to the Disk Full Exceptions (fullex) table. 3 Description Column Type Length PROC_NAME The name of the process that failed because the disk was full. char(30) 30 byte ASCII text string ROW_DATE The date at which the disk was full.
CentreVu® CMS Open Database Connectivity Database Tables 3-160 Exceptions Historical Database Items Split/Skill Exceptions Database Items Database Item The following table describes the historical Split/Skill Exceptions database items. They apply to the Split/Skill Exceptions (spex) table. 3 Description Column Type Length ACD The ACD number for which data was collected.
CentreVu® CMS Open Database Connectivity Database Tables 3-161 Exceptions Historical Database Items Database Item TIME Description The limit, as a number of seconds, administered for timed exception types. An occurrence is logged against the threshold when the split’s/skill’s activity falls outside of that limit. Column Type Length smallint 2 bytes *Available only on Generic 2 and Generic 3 ECS †Available only with Generic 2.
CentreVu® CMS Open Database Connectivity Database Tables 3-162 Exceptions Historical Database Items Database Item Description Column Type Length LOGID The login ID of the agent reporting audio difficulty. char(10) 10 byte ASCII text string ROW_DATE The day for which data was collected or the exception occurred. date 4 byte Informix date ROW_TIME The time at which the exception occurred. smallint 2 bytes SEQNO The sequence number of this exception record.
CentreVu® CMS Open Database Connectivity Database Tables 3-163 Exceptions Historical Database Items VDN Exceptions Database Items Database Item 3 The following table describes the historical VDN Exceptions database items. They apply to the VDN Exceptions (vdnex) table. VDN exceptions are available only with the Vectoring feature. Description Column Type Length ACD (index) The ACD number for which data was collected.
CentreVu® CMS Open Database Connectivity Database Tables 3-164 Exceptions Historical Database Items Database Item Description Column Type Length VDN VDN for which the exception occurred or that carried the malicious call. char(6) 6 byte ASCII text string VECTOR Vector number associated with this VDN or for which the exception occurred. smallint 2 bytes Vector Exceptions Database Items Database Item The following table describes the historical Vector Exceptions database items.
CentreVu® CMS Open Database Connectivity Database Tables 3-165 Exceptions Historical Database Items Database Item Description Column Type Length THRESHOLD The limit, as a number of occurrences, administered for the exception type. An exception occurs when the vector activity falls outside of that limit. smallint 2 bytes TIME The limit, as a number of seconds, administered for timed exceptions types.
CentreVu® CMS Open Database Connectivity Database Tables 3-166 Exceptions Historical Database Items Database Item Description Column Type Length ROW_DATE The login ID of the agent initiating a malicious call trace. date 4 byte Informix date ROW_TIME The date for which data was collected or the exception occurred. smallint 2 bytes SEQNO The sequence number of this exception record. integer 4 bytes SPLIT The split/skill of the agent reporting the malicious call.
CentreVu® CMS Open Database Connectivity Database Tables 3-167 Exceptions Historical Database Items Database Item Description Column Type Length REASON The reason for the interruption of data collection.
Database Tables Exceptions Historical Database Items CentreVu® CMS Open Database Connectivity 3-168
CentreVu CMS Open Database Connectivity GL-1 Glossary 3332 Platform Intel* based CMS platform. Abandoned Call A call in which a caller hangs up before receiving an answer from an agent. The call could be queued to a split/skill or in a vector/vector directory number (VDN) or ringing at an agent before it is abandoned.
CentreVu CMS Open Database Connectivity GL-2 Activate Agent Trace From this window you can start CMS tracing of agent activities. These activities include all agent state changes until the trace is turned off. You can activate traces for a maximum of 100 agents for an Intel computer, or 250 agents for a Sun computer, at any one time. You must activate an agent trace to obtain an Agent Trace report. Active VDN Calls Also known as counted-calls to a VDN.
CentreVu CMS Open Database Connectivity GL-3 Agent Position (Non-EAS) The combination of agent login ID and split the agent logged into. Agents logged into multiple splits have multiple positions associated with them. Call data are collected separately for each agent/split combination. Agent Role A description of the kind of service an agent in multiple skills gives to one of their skills. This is a combination of call handling preference and skill/reserve levels.
CentreVu CMS Open Database Connectivity GL-4 Agent Trace You must start an agent trace before you can obtain an Agent Trace report. You can select the dates that the report will cover. This report lists each agent activity and the time it occurred.The Agent Trace report can be helpful when evaluating how well individual agents are using their time. AI See Auto-In.
CentreVu CMS Open Database Connectivity GL-5 Asynchronous Transport Mode (ATM) A high-speed, connection-oriented switching and multiplexing technology that uses 53 byte cells (5-byte header, 48-byte payload) to transmit different types of traffic simultaneously, including voice, video, and data.
CentreVu CMS Open Database Connectivity GL-6 Average Speed of Answer (ASA) The average amount of time a caller waits before connecting to an agent. ASA is usually an objective set by your call center’s management. The actual ASA for a split/skill includes the time spent in queue and the time ringing an agent. ASA for a VDN includes the time spent in vector processing, in queue, and the time ringing an agent.
CentreVu CMS Open Database Connectivity GL-7 Call-Based Items The category of database items in CMS that are committed to the database after the call completes. If a call starts and ends in different intrahour intervals, all of the call-based data is recorded in the interval in which the call completed. Most database items are call-based. Call Handling Preference A parameter of agent administration in the EAS environment that specifies how calls are selected for the agent.
CentreVu CMS Open Database Connectivity GL-8 Cancel A CMS action that cancels the current Backup, Restore, or Migration that is in progress. Caution Condition A graph term. The bars in the graph report change color or intensity indicating that the data being displayed met your defined first threshold limit. Central Office (CO) The location housing telephone switching equipment that provides local telephone service and access to toll facilities for long-distance calling.
CentreVu CMS Open Database Connectivity GL-9 Connected Call A non-ACD call (that is connected to an agent through a VDN) for which CentreVu CMS receives an indication that the call rang or was answered. Continue A CMS action that resumes the suspended Restore or Migration operation. CONVERSANT CONVERSANT is a powerful voice response system which interacts with the caller. This system may include: automated call routing, announcement storage, message retrieval, and callback.
CentreVu CMS Open Database Connectivity GL-10 Data Collection Off CMS is not collecting ACD data. Data already collected will not be lost when turning data collection off. Data Collection On CMS is collecting ACD data. Data Points Dates of historical data used in Forecasting. A data point should include data for each interval of the working day.
CentreVu CMS Open Database Connectivity GL-11 DBMS See Database Management System. DDC See Direct Department Calling. Default Skill (Generic 2.2 with EAS) Every skill that ends with a “0” is called a default skill, since every staffed agent in the skill group is logged into this skill by default. The default skill is the first skill for each skill group. Delete A CMS action that removes the entry on the window from the database.
CentreVu CMS Open Database Connectivity GL-12 Direct Agent Calling An EAS capability that makes it possible for a caller to reach the same agent every time and still include the call as an ACD call in the management tracking of the call center. This is ideal for claims processing where a client needs to speak with the agent handling the claim. This flexibility ensures a high level of customer service without reducing management control.
CentreVu CMS Open Database Connectivity GL-13 Error Message A response from a program indicating that a problem has arisen or something unexpected has happened, requiring your attention. EWT See Expected Wait Time. Exception A type of activity in the ACD which falls outside the limits you have defined.
CentreVu CMS Open Database Connectivity GL-14 Expert Agent Selection (EAS) Expert Agent Selection (EAS) is an optional switch feature that builds on the power of the Call Vectoring and ACD features of the switch to match the skills required to handle a particular call to an agent who has at least one of the skills that a caller requires. Agents are assigned a single set of work mode buttons, rather than one set per skill. This simplifies the agent’s interface to the work mode buttons.
CentreVu CMS Open Database Connectivity GL-15 Forced Busy (FBUSY) A trunk state in which the switch sends a busy signal to a caller when the call center is too busy to handle the incoming call. Forced Disconnect (FDISC) A trunk state in which the switch disconnects the caller.
CentreVu CMS Open Database Connectivity GL-16 Inbound Call Management (ICM) A set of switch and adjunct features using ASAI to enable the adjunct to provide automatic screen delivery and call routing. Information Indicator (II) A 2-digit code that identifies the type of originating line (for example: hotel or pay phone) for incoming ISDN primary rate interface (PRI) calls. Informix A relational database management system used to organize CMS historical data.
CentreVu CMS Open Database Connectivity GL-17 List Devices A CMS action that lists all the devices which have been specified in the Backup/Restore Devices window. Local Area Network (LAN) A private interactive communication network that allows computers to communicate over short distances, usually less than one mile, at high data transfer rates from 1 Mbps to as high as 100 Mbps. Location ID for Agents The DEFINITY port network location ID (01-44) that is associated with an agent upon login to the ACD.
CentreVu CMS Open Database Connectivity GL-18 Logical Agent An EAS feature that associates the agent’s login ID with the physical extension when the agent logs in. Properties such as the assigned skills, class of restriction, and coverage path are associated with the login ID rather than the physical extension. This allows agents to log in at any available set. The Logical Agent capability allows agents to be called by dialing their login IDs.
CentreVu CMS Open Database Connectivity GL-19 Measured A term that means an ACD element (agent, split/skill, trunk, trunk group, vector, VDN) has been identified to the switch as of interest to the CMS. The switch sends messages to CMS only for ACD elements that are measured. If the ACD element is not measured on the switch, no data is collected. Messages Temporary windows used only for displaying information like “field help” and syntactical field errors.
CentreVu CMS Open Database Connectivity GL-20 Multi-Agent Skill Change Window This window allows the user to perform the following administration actions: add up to 32 agents to a skill; move up to 32 agents from one skill to another; and remove up to 32 agents from a skill. Multiple Call Handling (MCH) Allows an agent to receive an ACD call while other calls are active on the agent’s station.
CentreVu CMS Open Database Connectivity GL-21 Open Application Interface An open applications interface that allows the same application to be supported by a wide range of products and avoids the need to develop specialized interfaces for new applications. Open Database Connectivity (ODBC) Open Database Connectivity is a standard application programming interface (API) for accessing data in both relational and non-relational databases.
CentreVu CMS Open Database Connectivity GL-22 Previous Interval Represents one intrahour interval and is part of the real-time database. At the end of each intrahour interval, the contents of the current intrahour interval are copied to the previous intrahour interval portion of the realtime database. Price Element Code (PEC) The set of numbers that Lucent Technologies has assigned to each part that may be ordered. Primary Skill The skills assigned to an agent.
CentreVu CMS Open Database Connectivity GL-23 Real-Time Reports Reports that display current ACD call activity on agents, splits/skills, trunks, trunk groups, vectors, and VDNs for the current or previous intrahour interval. Current intrahour interval real-time reports are periodically updated as data changes during the interval. Previous intrahour interval real-time reports show data totals for activity that occurred in the previous intrahour interval.
CentreVu CMS Open Database Connectivity GL-24 RING An agent state in which a call rings at an agent’s voice terminal after leaving the queue and before the agent answers the call. (This agent state is available only with Generic 2.2, and with Generic 3 and ECS.) A trunk state in which a call is ringing at the agent’s voice terminal. Rolling ASA Rolling ASA is a running weighted average calculation without regard to any interval boundaries.
CentreVu CMS Open Database Connectivity GL-25 SEIZED A trunk state in which the trunk is being used for either an incoming or an outgoing call. Select Tables A CMS action that allows you to select specific tables to Back Up or Restore. Service Observing— Remote A feature that allows a user to dial into the switch and monitor a call.
CentreVu CMS Open Database Connectivity GL-26 Skill Level A priority level from 1 (highest) to 16 (lowest) indicating an agent’s level of expertise or ability to handle calls to the given skill. (ECS Version 5 and later.) Skill, Primary See Primary Skill. Skill, Secondary See Secondary Skill. SLK See Screen-Labeled Key. Solaris System See UNIX System/Solaris System. SPARCserver 5 See Sun Computers. SPARCserver 10 See Sun Computers. SPARCserver 20 See Sun Computers.
CentreVu CMS Open Database Connectivity GL-27 Structured Query Language (SQL) A language used to interrogate and process data in a relational database (such as Informix). See Informix SQL. Submenu A menu that appears as a result of a menu selection. All menu selections followed by a “>” have submenus.
CentreVu CMS Open Database Connectivity GL-28 Timetable A task or group of tasks (such as reports) scheduled for completion at a time that is convenient and nondisruptive for your call center’s operation. Top Skill The agent’s top skill is the agent’s first-administered, highest-level skill. This concept is the most useful when you have a Generic 3 switch (with EAS) and with agents who are using skill level call handling preference.
CentreVu CMS Open Database Connectivity GL-29 UNIX System/ Solaris System A multi-user computer operating system that supports CMS. A user can access the UNIX system from the Commands SLK. UNKNOWN An agent state in which CMS does not recognize the current state. A trunk state in which CMS does not recognize the state of the trunk. UNSTAF See Unstaffed. Unstaffed (UNSTAF) An agent state in which the agent is not logged in and, therefore, is not being tracked by CMS.
CentreVu CMS Open Database Connectivity GL-30 VDN Counted-Calls Also known as counted-calls to VDN and active VDN calls. A Call Vectoring capability available with the G3V4 switch and the ECS. Counted-calls to VDN is a parameter of the “go to step” and “go to vector” commands that provides conditional branching (to a different step in the same vector or to a different vector) based on the number of incoming trunk calls currently in a VDN (in vector processing or at an agent).
CentreVu CMS Open Database Connectivity GL-31 Voice Terminal A telephone set, usually with buttons, that gives an agent some control over the way calls are handled. VRU See Voice Response Unit. Warning Condition A graph term. The bars in the graph report change color or intensity indicating that the data being displayed met your defined second threshold limit. Weekly Data Daily data that has been converted to a weekly summary.
CentreVu CMS Open Database Connectivity GL-32
CentreVu® CMS Open Database Connectivity Index IN-1 Index A ABNCALLS . . . . . . . . . . . . . . 3-9, 3-41, 3-89 ABNCALLS1-10. . . . . . . . . . . . . . 3-10, 3-101 ABNQUECALLS . . . . . . . . . . 3-68, 3-89, 3-101 ABNRINGCALLS . . . . . . . 3-10, 3-69, 3-89, 3-102 ABNTIME . . . . . . . . . . . 3-10, 3-42, 3-89, 3-102 ABNVECCALLS. . . . . . . . . . . . . . . . . . 3-69 ACCEPTABLE . . . . . . . . . . . . . .
CentreVu® CMS Open Database Connectivity Index IN-2 C Call Record Database Items . . . . . . . . . . 3-136 Call Record ECS Cross-Reference . . . . . . . 3-145 Call Work Codes Database Items . . . . . . . 3-119 Call Work Codes ECS Cross-Reference . . . . 3-121 call_rec table . . . . . . . . . . . . . . . . . . . .3-8 Call-based data, definition . . . . . . . . . . . . .3-3 CALLER_HOLD . . . . . . . . . . . . . . . . 3-126 CALLID . . . . . . . . . . . . . . . . . . . . . 3-137 CALLING_II . . . . . . . . .
CentreVu® CMS Open Database Connectivity Index IN-3 Database Tables acd_shifts . . . . . ag_actv . . . . . . agex . . . . . . . . agroups . . . . . . arch_stat . . . . . . call_rec . . . . . . customer_log table. d_secs . . . . . . . dagent . . . . . . . dbitems . . . . . . dcwc . . . . . . . . dsplit . . . . . . . . dtkgrp . . . . . . . dtrunk . . . . . . . dvdn . . . . . . . . dvector . . . . . . . f_cday . . . . . . . f_cdayrep . . . . . fullex . . . . . . . . hagalog . . . . . . hagent . . . . . . .
CentreVu® CMS Open Database Connectivity Index IN-4 EVENT_TIME. . . EVENT1-9 . . . . EXT_CALL_ORIG EXTENSION . . . EXTN . . . . . . . EXTYPE . . . . . . . . . . . . . . . . . . . . 3-127 . . . . . . . . . 3-19, 3-50, 3-141 . . . . . . . . . . . . . . . 3-127 . . . . . . . . . . . . . . . . 3-50 . . . . . . . . . . . . . . . 3-122 3-156, 3-160, 3-161, 3-163, 3-164 F f_cday table . . . f_cdayrep table . FAILURES . . . FCALLS. . . . . FIRSTVDN . . . FIRSTVECTOR . FMETHOD . . . FORMULA . . . fullex table .
CentreVu® CMS Open Database Connectivity Index IN-5 LOGIN . . . . . . . LOGONSKILL2-5 . . LOGOUT . . . . . . LOGOUT_DATE . . LOGOUT_REASON LOGOUTREASON . LOOKATTEMPTS . LOOKFLOWCALLS LOWCALLS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-123 . . . 3-123 . . . 3-123 . . . 3-123 . . . 3-123 . . . 3-128 3-95, 3-110 3-96, 3-110 . .
CentreVu® CMS Open Database Connectivity Index IN-6 Relational database model . . . . . . . . . . . . .1-5 Remove a Data Source . . . . . . . . . . . . . . 2-28 Requesting Data in ODBC . . . . . . . . . . . . .1-6 RETURNCALLS . . . . . . . . . . . . . . . . 3-113 RINGCALLS . . . . . . . . . 3-34, 3-58, 3-97, 3-113 RINGTIME . . . . . . . . . . 3-34, 3-58, 3-97, 3-113 ROW . . . . . . . . . . . . . . . . . . . . . . 3-164 Row Identifier data . . . . . . . . . . . . . . . . .3-3 ROW_DATE (index) . .
CentreVu® CMS Open Database Connectivity Index IN-7 TI_OTHERTIME . . . . . . . . . . . . . . . . . 3-61 TI_STAFFTIME . . . . . . . . . . . . . . . . . . 3-62 TIME . . . . . . . 3-158, 3-161, 3-162, 3-163, 3-165 TKGRP . . . . . . . . . . . . . . . . . .3-144, 3-166 TKGRP (index) . . . . . . . . . . . . . . . 3-78, 3-86 TOPCALLS . . . . . . . . . . . . . . . . . . . . 3-35 TRANSFERRED3-35, 3-62, 3-78, 3-114, 3-129, 3-144 TRENDBASE . . . . . . . . . . . . . . . . . . 3-132 TRKGRP . . . . . . . . . . . . . .
Index CentreVu® CMS Open Database Connectivity IN-8
How Are We Doing? Document Title: CentreVu® Call Management System Open Database Connectivity Document No.: 585-210-911 Issue 1.2 Date: May 2000 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1.
