Instruction manual

Database Tables CentreVu® CMS Open Database Connectivity
Split/Skill Database Items 3-27
INFLOWCALLS
The number of calls that were redirected to
the split’s/skill’s queue from another queue.
When a call leaves the VDN (for example, by
routing to another VDN) or leaves vector
processing (for example, by routing to a
split/skill), the next split/skill to which a call
queues will not be credited with an inflow.
Calls that ring at an agent and are then
requeued to the same split/skill by the
Redirect on No answer feature are counted
as inflows to that split/skill.
On Generic 2 and Generic 3 switches with
vectoring, an inflow is counted for calls that
intraflow from one split’s queue to another
(that is, call that queue to a split after having
previously been queued to another split).
For Generic 2 with vectoring, the calls that
queue to a split and then subsequently queue
to a new split by a “queue to main” or “check
backup” split vector command and are
counted as inflows to the new split.
On Generic 2.2 switches with EAS, an inflow
is counted for this skill when a call is
answered by an agent in a non-primary skill.
Calls that are queued to one skill group and
are subsequently queued to another are not
counted as inflows to the subsequent skill
group. Calls that queue to the “zero” skill
after having been queued to a “nonzero” skill
are not counted as inflows to the “zero” skill.
Similarly, calls that queue to a “nonzero” skill
after having been queued to a “zero” skill are
not counted as inflows to the “nonzero” skill.
For Generic 3 with vectoring and Generic 2.2
with EAS and multiple split/skill queueing,
calls answered by an agent in a non-primary
split/skill are counted as inflows to that
split/skill. Calls that abandon from ringing at
an agent’s voice terminal in a non-primary
split/skill are also counted as inflows to that
skill.
C integer;
smallint
in hsplit
table
4 bytes,
2 bytes
in hsplit
table
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