Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
VDN Database Items 3-104
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 the main split/skill can
then be calculated as ACDCALLS -
BACKUPCALLS. However, this calculation
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 then answered are also
counted as BACKUPCALLS.
NOTE: The Redirect on No Answer to VDN
routing feature is available on the
DEFINITY
ECS.
Available on Generic 2 and Generic 3
switches and the ECS with the vectoring
feature.
C integer;
smallint
in hvdn
table
4 bytes;
2 bytes
in hvdn
table
BH_ABNCALLS The number of INCALLS that were
abandoned by callers during the busy hour.
B integer;
smallint
in hvdn
table
4 bytes;
2 bytes
in hvdn
table
BH_ACDCALLS The number of ACDCALLS that were
completed during the busy hour.
B integer;
smallint
in hvdn
table
4 bytes;
2 bytes
in hvdn
table
BH_ACDTIME The amount of talk time of ACDCALLS that
were completed during the busy hour.
B integer;
smallint
in hvdn
table
4 bytes;
2 bytes
in hvdn
table
Database Item Description
Data
Type
Column
Type
Length