Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-16
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. This includes calls delivered by
messaging split/skill, check backup, route to
split/skill, and redirect on no answer vector
routing. Calls that are redirected back to the
split/skill from ringing by the redirect on no
answer feature that are subsequently
answered by an agent in the split/skill are
also counted as backup calls. Available on
Generic 3 switches with the Vectoring
feature.
NOTE: The Redirect on No Answer VDN
routing feature is also available on the
DEFINITY ECS.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
BUSYCALLS The number of CALLSOFFERED calls that
were given a busy signal by the switch. This
happens when a “busy” vector command is
executed while the call is queued to this
split/skill (and this is the primary split/skill the
call is queued to) or if a call queued to this
split/skill forwards to another split/skill whose
queue is full.
On Generic 3 and later switches, a busy is
given because a non-vector controlled split
has a full queue, no queue and no available
agents, or no agents that are staffed.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
BUSYTIME The amount of time callers waited in queue
until hearing a busy tone for all
BUSYCALLS.
C integer 4 bytes
Database Item Description
Data
Type
Column
Type
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