Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-42
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.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
ACD (index) The ACD number for which data was
collected.
I smallint 2 bytes
ACD_RELEASE The number of split/skill ACD calls that
the agent released or dropped before the
far end released.
NOTE: The transfers and conferences
are always recorded as agent-released
calls.
Available for Generic 3 switches.
C integer; not
in hagent
table
4 bytes
ACDAUXOUTCALLS The number of AUXOUTCALLS the
agent made with at least one split/skill or
direct agent ACD call on hold. This
includes calls made to transfer or
conference the ACD call.
Available on Generic 2.2 and Generic 3
switches.
C smallint
(dagent,
hagent);
integer
(magent,
wagent)
2 bytes
(dagent,
hagent);
4 bytes
(magent,
wagent)
ACDCALLS The number of calls that were queued to
SPLIT and answered by this agent in this
SPLIT.
ACDCALLS includes O_ACDCALLS
and ACD_RELEASE.
C smallint
(dagent,
hagent);
integer
(magent,
wagent)
2 bytes
(dagent,
hagent);
4 bytes
(magent,
wagent)
ACDTIME The amount of talk time of all
ACDCALLS.
ACDTIME includes O_ACDTIME. It does
not include HOLDTIME except on
Generic 2.1 switches.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length