Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Vector Database Items 3-91
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. This allows
tracking of calls answered by agents with a
reserve1 or reserve2 skill level assigned
for a particular skill. Calls answered in a
main split/skill (MAINCALLS ) can then be
calculated as ACDCALLS -
BACKUPCALLS However, MAINCALLS
does not include direct agent calls.
BACKUPCALLS includes "messaging
split/skill" calls, "check backup" calls, and
calls that route to a split/skill or direct
agent, either by the "route to" vector
command or by adjunct routing. Calls that
are redirected back to the split/skill using
the redirection on no answer feature and
are subsequently answered are also
counted as BACKUPCALLS.
NOTE: The Redirect to No Answer to VDN
routing feature is available on the
DEFINITY ECS.
Available on Generic 2 and Generic 3
switches and on the ECS with the
vectoring feature.
C integer;
smallint in
hvector
table
4 bytes;
2 bytes in
hvector
table
Database Item Description
Data
Type
Column
Type
Length