Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-24
I_OTHERTIME
The amount of time during the collection
interval that POSITIONS were doing other
work.
I_OTHERTIME is collected for the time
period after the link to the switch comes up or
after the agent logs in and before the CMS
receives notification of the agent’s state from
the switch.
For Generic 3 switches, other work includes:
while in Auto-In or Manual-In mode, an agent
put any call on hold and performed no further
action; the agent had a direct agent call
ringing, was on a direct agent call or in ACW
for a direct agent call; the agent dialed to
place a call or activate a feature; or an
extension-in call rang at the agent’s voice
terminal with no other activity.
C integer 4 bytes
I_OTHERTIME
(contd.)
For Generic 2.2 with EAS and Generic 3
switches, the other work includes the time
agents were logged into multiple splits/skills
and doing work for a split/skill other than this
one (with an ACD call ringing, talking on an
ACD call, or in ACW for a split/skill other than
this one).
For Generic 3 switches with EAS and
multiple call handling, agents are available in
other, multiple call handling skills, but not in
this skill.
I_OTHERTIME includes
I_ACDOTHERTIME, I_DA_ACDTIME, and
I_DA_ACWTIME.
C integer 4 bytes
Database Item Description
Data
Type
Column
Type
Length