Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Agent Database Items 3-47
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.
C smallint
(dagent,
hagent);
integer
(magent,
wagent)
2 bytes
(dagent,
hagent);
4 bytes
(magent,
wagent)
DA_ABNCALLS The number of direct agent ACD calls
that were abandoned by callers while in
queue or ringing the agent’s voice
terminal. Includes calls considered
abandoned because their talk time was
less than the phantom abandon call timer.
Requires a Generic 3 switch with the
ASAI or EAS feature for direct agent
calling.
C smallint
(dagent,
hagent);
integer
(magent,
wagent)
2 bytes
(dagent,
hagent);
4 bytes
(magent,
wagent)
DA_ABNTIME The amount of time DA_ABNCALLS
were waiting in queue or ringing before
being abandoned. Includes the time until
the agent releases the call for phantom
abandoned calls.
Requires a Generic 3 switch with the
ASAI or EAS feature for direct agent
calling.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
DA_ACDCALLS The number of direct agent ACD calls
that the agent answered.
Requires a Generic 3 switch with the
ASAI or EAS feature for direct agent
calling.
DA_ACDCALLS includes
DA_RELEASE.
C smallint
(dagent,
hagent);
integer
(magent,
wagent)
2 bytes
(dagent,
hagent);
4 bytes
(magent,
wagent)
DA_ACDTIME The amount of talk time of all
DA_ACDCALLS (does not include
HOLDTIME).
Requires a Generic 3 switch with the
ASAI or EAS feature for direct agent
calling.
C integer;
smallint in
hagent
table
4 bytes;
2 bytes in
hagent
table
Database Item Description
Data
Type
Column
Type
Length