Avaya™ Call Management System (CMS)

Database Items and Calculations

585-780-702
Comcode 700197544
Issue 1.0
May 2002
COMPAS ID 88116
© 2002, Avaya Inc. Ordering Information
All Rights Reserved Call: Avaya Publications Center
Voice +1 800 457 1235
Notice
Fax +1 800 457 1764
Every effort was made to ensure that the information in this document International Voice +1 410 568 3680
was complete and accurate at the time of printing. However, information International Fax+1 410 891 0207
is subject to change.
Write: Globalware Solutions
Preventing Toll Fraud 200 Ward Hill Avenue
Haverhill, MA 01835 USA
“Toll fraud” is the unauthorized use of your telecommunications system
Attention: Avaya Account Manager
by an unauthorized party (for example, a person who is not a corporate
employee, agent, subcontractor, or working on your company's behalf). Email: totalware@gwsmail.com
Be aware that there may be a risk of toll fraud associated with your Order: Document No. 585-780-702, Issue 1.0
system and that, if toll fraud occurs, it can result in substantial additional May 2002
charges for your telecommunications services. You can be placed on a Standing Order list for this and other documents
you may need. Standing Order will enable you to automatically receive
Avaya Fraud Intervention
updated versions of individual documents or document sets, billed to
If you suspect that you are being victimized by toll fraud and you need account information that you provide. For more information on Standing
technical assistance or support, call Technical Service Center Toll Fraud Orders, or to be put on a list to receive future issues of this document,
Intervention Hotline at +1 800 643 2353 for the United States and please contact the Avaya Publications Center.
Canada. For additional support telephone numbers, see the Avaya web
site: Avaya Support
http://www.avaya.com Avaya provides a telephone number for you to use to report problems or
Click on Support, then click on Escalation Lists US and International. to ask questions about your contact center. The support telephone
This web site includes telephone numbers for escalation within the number is 1-800-242-2121 in the United States and Canada. For
United States. For escalation telephone numbers outside the United additional support telephone numbers, see the Avaya web site:
States, click on Global Escalation List. http://www.avaya.com
Click on Support, then click on Escalation Lists US and International.
Providing Telecommunications Security
This web site includes telephone numbers for escalation within the
Telecommunications security (of voice, data, and/or video United States. For escalation telephone numbers outside the United
communications) is the prevention of any type of intrusion to (that is, States, click on Global Escalation List.
either unauthorized or malicious access to or use of) your company's
telecommunications equipment by some party. Comments
Your company's “telecommunications equipment” includes both this To comment on this document, return the comment card at the end of the
Avaya product and any other voice/data/video equipment that could be document.
accessed via this Avaya product (that is, “networked equipment”).
Acknowledgment
An “outside party” is anyone who is not a corporate employee, agent,
subcontractor, or working on your company's behalf. Whereas, a This document was written by the CRM Development group.
“malicious party” is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed
and/or circuit-based) or asynchronous (character-, message-, or packet-
based) equipment or interfaces for reasons of:
• Utilization (of capabilities special to the accessed equipment)
• Theft (such as, of intellectual property, financial assets, or
toll-facility access)
• Eavesdropping (privacy invasions to humans)
• Mischief (troubling, but apparently innocuous, tampering)
• Harm (such as harmful tampering, data loss or alteration,
regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to your
company (including but not limited to, human/data privacy, intellectual
property, material assets, financial resources, labor costs, and/or legal
costs).

Your Responsibility for Your Company’s Telecommunications

Security
The final responsibility for securing both this system and its networked
equipment rests with you - an Avaya customer's system administrator,
your telecommunications peers, and your managers. Base the fulfillment
of your responsibility on acquired knowledge and resources from a
variety of sources including but not limited to:
• Installation documents
• System administration documents
• Security documents
• Hardware-/software-based security tools
• Shared information between you and your peers
• Telecommunications security experts
To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure:
• your Avaya-provided telecommunications systems and their
interfaces
• your Avaya-provided software applications, as well as their
underlying hardware/software platforms and interfaces
• any other equipment networked to your Avaya products.
 Avaya Call Management System (CMS)
Database Items and Calculations
Issue 1.0

Contents

Preface
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
How to use this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
When to use this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Conventions used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Related documents . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
CMS software documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Upgrade documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Hardware documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Switch documents . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Administration documents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Other documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Documentation Web sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Introduction
Overview . . . . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . 29
Availability of database items . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . 29
Database tables . . . . . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . 30
Database table names . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . 31
Real-time database table names .
. . . . . . . . . . . . . . . . . . . . . . . . . 31
Historical database table names . .
. . . . . . . . . . . . . . . . . . . . . . . . . 32
Database item types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Historical and real-time data . . . . .
. . . . . . . . . . . . . . . . . . . . . . . . . 34
Call-based versus interval-based data . . . . . . . . . . . . . . . . . . . . . . . . . 34
Call-based data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Interval-based data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Call-based and interval-based data in reports . . . . . . . . . . . . . . . . . . . . 35
Database item information for report types . . . . . . . . . . . . . . . . . . . . . . . . 36
Split/skill database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Real-time database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Historical database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Issue 1.0 May 2002 3

Contents

Agent database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Real-time database items . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 36
Historical database items . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . 36
Trunk group database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Real-time database items . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 37
Historical database items . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . 37
Trunk database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Real-time database items . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 37
Historical database items . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . 37
Vector database items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Real-time database items . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 37
Historical database items . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . 38
VDN database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Real-time database items . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 38
Historical database items . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . 38
Call work codes database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Real-time database items . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 38
Historical database items . . . . . . .
. . . . . . . . . . . . . . . . . . . . . . . 38
Agent login/logout database items . . . .. . . . . . . . . . . . . . . . . . . . . . . 39
Agent trace database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Current day configuration database items . . . . . . . . . . . . . . . . . . . . . . . 39
Current day report database items . . . .. . . . . . . . . . . . . . . . . . . . . . . 39
Forecast data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Call record database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Exceptions historical database items . . .
. . . . . . . . . . . . . . . . . . . . . . . 39
Exception type storage . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . 40
Selecting exception types for reports .
. . . . . . . . . . . . . . . . . . . . . . . 40
Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Switch cross-reference and capabilities that impact CMS

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Example switch cross-reference table . . . . . . . . . . . . . . . . . . . . . . . . . 47
Switch cross-reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Key to tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Agent database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Agent login/logout database items . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Agent trace database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Call record database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Call work codes database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Current day configuration database items . . . . . . . . . . . . . . . . . . . . . . . 61
Current day report database items . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Split/skill database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Trunk database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Trunk group database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
VDN database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Vector database items. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

4 Avaya CMS Database Items and Calculations

 Contents

Switch features and capabilities and their impact on CMS data . . . . . . . . . . . . . . 83

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Adjunct-placed calls and adjunct-routed calls . . . . . . . . . . . . . . . . . . . . . . 84
Agents in multiple splits/skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Agent state tracking at login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Average Speed of Answer (ASA). . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Best Service Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Call handling preference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Call pickup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Business Advocate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Conference tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
“converse” vector command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Direct agent calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Direct agent data in reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Switch-specific capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Expanded Agent Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Forced disconnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Forced multiple call handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Go to vector command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Hold tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Location ID for agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Location ID for trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Look-ahead interflow calls (BSR and NCR) . . . . . . . . . . . . . . . . . . . . . . . 91
Move agent while staffed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Multiple call handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Multiple split/skill queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Multiple split/skill queueing example . . . . . . . . . . . . . . . . . . . . . . . . . 93
Outbound Call Management (OCM) . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Personal call tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Tracking of AUXIN and AUXOUT time . . . . . . . . . . . . . . . . . . . . . . . . 94
Tracking for “Route To” calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Data tracking capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Hold tracking for supervisor assist example . . . . . . . . . . . . . . . . . . . . . 95
Abandoned calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Phantom-abandon calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Phantom-abandon call timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
PHANTOMABNS database item . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Phantom-abandon call timer not enabled . . . . . . . . . . . . . . . . . . . . . . 96
Phantom-abandon exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Transferred and conferenced calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Audio difficulty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Reserve Agent Work Time Tracking . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Reserve Agent Work Time Tracking requirements . . . . . . . . . . . . . . . . . . 97
STAFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Reserve Agent Work Time Tracking database items . . . . . . . . . . . . . . . . . 98
Real-time Split/Skill Status items . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Historical Split/Skill database items . . . . . . . . . . . . . . . . . . . . . . . . . 99
Non-reserve Split/Skill Database Items . . . . . . . . . . . . . . . . . . . . . . . 100

Issue 1.0 May 2002 5

Contents

Agent database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

TI database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Non-reserve Agent database items . . . . . . . . . . . . . . . . . . . . . . . . . 103
Redirect on No Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Ringing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Skill state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Timed ACW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Transfer tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Time/duration tracking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Trunk No Answer Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Universal Call Identifier . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
VDN active calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Vector Disconnect Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Wait Answer Supervision Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Dictionary of CMS database items

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Availability of database items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Dictionary of CMS database items . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
ABNCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
ABNCALLS1 through ABNCALLS10 . . . . . . . . . . . . . . . . . . . . . . . . . . 109
ABNQUECALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
ABNRINGCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
ABNTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
ABNVECCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
ACCEPTABLE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
ACD (index) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
ACD_RELEASE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
ACDAUXOUTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
ACDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
ACDCALLS1 through ACDCALLS10 . . . . . . . . . . . . . . . . . . . . . . . . . . 117
ACDCALLS_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
ACDCALLS_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
ACDONHOLD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
ACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
ACTIVECALLS
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
ACWINCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
ACWINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
ACWOUTADJCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
ACWOUTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
ACWOUTOFFCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
ACWOUTOFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
ACWOUTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
ACWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
ADJATTEMPTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
ADJROUTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

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ADJUNCTOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
AGINRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
AGOCC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
AGSTATE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
AGT_RELEASED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
AGDURATION
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
AGTIME
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
ALLINUSE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
ALLINUSETIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
ANI_SID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
ANSCONNCALLS1 through ANSCONNCALLS10 . . . . . . . . . . . . . . . . . . . 128
ANSHOLDTIME. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
ANSLOCID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
ANSLOGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
ANSREASON. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
ANSRINGTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
ANSTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
ASA
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
ASSIST
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
ASSIST_ACTV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
ASSISTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
ATAGENT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
AUDIO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
AUXINCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
AUXINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
AUXOUTADJCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
AUXOUTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
AUXOUTOFFCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
AUXOUTOFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
AUXOUTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
AUXREASON
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
AVAILABLE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
AVGAGSERV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
AVGSPEEDANS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
AWORKMODE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
BACKUPCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
BH_ABNCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

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BH_ACDCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
BH_ACDTIME
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
BH_ALLINUSETIME
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
BH_BUSYCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
BH_DISCCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
BH_INCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
BH_INTIME
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
BH_OABNCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
BH_OACDCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
BH_OOTHERCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
BH_OTHERCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
BH_OUTCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
BH_OUTTIME
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
BH_STARTTIME
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
BH_VDNCALLS
(daily only) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
BLOCKAGE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
BSRPLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
BUSYCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
BUSYTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
CALLER_HOLD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
CALLID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
CALLING_II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
CALLING_LOGID
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
CALLING_PTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
CALLSOFFERED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
CHANGE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
CHANGED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
CHPROF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
COMPLETED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
CONFERENCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
CONNECTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
CONNECTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
CONNTALKTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
CONSULTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

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CWC (index) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

CWC1 through CWC5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
DA_ABNCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
DA_ABNTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
DA_ACDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
DA_ACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
DA_ACWINCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
DA_ACWINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
DA_ACWOADJCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
DA_ACWO-CALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
DA_ACWOOFFCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
DA_ACWOOFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
DA_ACWOTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
DA_ACWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
DA_ANSTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
DA_INACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
DA_INQUEUE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
DA_INRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
DA_OLDESTCALL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
DA_ONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
DA_OTHERCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
DA_OTHERTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
DA_QUEUED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
DA_RELEASE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
DA_SKILL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
DACALLS_FIRST
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
DEFLECTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
DEQUECALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
DEQUETIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
DESTINATION
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
DIALED_NUM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
DIGITS_DIALED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
DIRECTION
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
DISCCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
DISCTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
DISPIVECTOR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
DISPOSITION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
DISPPRIORITY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
DISPSKLEVEL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
DISPSPLIT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
DISPTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
DISPVDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

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DURATION
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
EQLOC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
EVENT1 through EVENT9. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
EVENT_TIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
EWTHIGH
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
EWTLOW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
EWTMEDIUM
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
EWTTOP
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
EXT_CALL_ORIG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
EXTENSION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
EXTN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
EXTYPE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
FAGINRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
FAVAILABLE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
FAILURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
FCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
FINACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
FINAUX
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
FIRSTVDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
FIRSTIVECTOR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
FMETHOD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
FONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
FOTHER
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
FSTAFFED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
GNAGINRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
GNAVAILABLE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
GNINACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
GNINAUX
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
GNINAUX0
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
GNINAUX1 through GNINAUX9
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
GNONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

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GNONACDAUXOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
GNONACDOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
GNONACWIN
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
GNONACWOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
GNONAUXIN
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
GNONAUXOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
GNDA_INACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
GNDA_ONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
GNOTHER
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
GNSKILL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
GNSTAFFED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
GOTOCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
GOTOTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
HDATE1 through HDATE4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
HELD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
HIGHCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
HOLDABN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
HOLDABNCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
HOLDACDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
HOLDACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
HOLDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
HOLDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
I_ACDAUXINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
I_ACDAUX_OUTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
I_ACDOTHERTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
I_ACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
I_ACDTIME_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
I_ACDTIME_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
I_ACWINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
I_ACWOUTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
I_ACWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
I_ACWTIME_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
I_ACWTIME_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
I_ARRIVED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
I_AUXINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
I_AUXOUTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
I_AUXSTBYTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
I_AUXSTBYTIME_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
I_AUXSTBYTIME_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
I_AUXTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

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I_AUXTIME_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
I_AUXTIME_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
I_AUXTIME0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
I_AUXTIME1 through I_AUXTIME9 . . . . . . . . . . . . . . . . . . . . . . . . . . 196
I_AVAILTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
I_DA_ACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
I_DA_ACWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
I_INOCC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
I_NORMTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
I_OL1TIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
I_OL2TIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
I_OTHERSTBYTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
I_OTHERSTBYTIME_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
I_OTHERSTBYTIME_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
I_OTHERTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
I_OTHERTIME_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
I_OTHERTIME_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
I_OUTOCC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
I_RINGTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
I_RINGTIME_R1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
I_RINGTIME_R2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
I_STAFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
I_TAUXTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
I_TAVAILTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
I_TOTHERTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
II_DIGITS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
ILN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
INACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
INAUX
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
INAUX0
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
INAUX1 through INAUX9
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
INBOUND
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
INCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
INCOMPLETE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
INFLAG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
INFLOWCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
INPROGRESS
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
INQUEUE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
INRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
INTERFLOWCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
INTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
INTRVL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

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INVECTOR
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
ITN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
KEYBD_DIALED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
LASTCWC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
LASTDIGITS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
LASTOBSERVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
LEVEL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
LOC_ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
LOGID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
LOGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
LOGONSKILL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
LOGONSKILL2 through LOGONSKILL20
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
LOGONSTART
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
LOGOUT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
LOGOUT_DATE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
LOGOUTREASON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
LOOKATTEMPTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
LOOKFLOWCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
LOWCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
MALICIOUS
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
MAXINQUEUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
MAXOCWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
MAXSTAFFED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
MAXTOP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
MAX_TOT_PERCENTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
MAXWAITING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
MBUSY
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
MBUSYTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
MCT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
MEDCALLS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
MOVEPENDING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
NETDISCCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
NETINCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
NETINTIME. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227
NETPOLLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
NOANSREDIR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
NUMAGREQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
NUMINUSE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
NUMTGS
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
NUMVDNS
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230

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O_ABNCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
O_ACDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
O_ACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
O_ACWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
O_OTHERCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
OBSERVINGCALL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
OBSLOCID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
OLDESTCALL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
OLDEST_LOGON
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
ONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
ONACDAUXOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
ONACDOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
ONACWIN
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
ONACWOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
ONAUXIN
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
ONAUXOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
ONHOLD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
ORIGHOLDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
ORIGIN
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
ORIGLOCID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
ORIGLOGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
ORIGREASON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
OTHER
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
OTHERCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
OTHERTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
OUTBOUND
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
OUTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
OUTFLAG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
OUTFLOWCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
OUTFLOWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241
OUTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
PENDINGSPLIT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
PERCENT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
PERIOD1 through PERIOD9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
PERIODCHG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
PHANTOMABNS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

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POSITION
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
POSITIONS
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
PREFERENCE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
PRIORITY
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
PRIORITY2 and PRIORITY3
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
QUECOUNT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
QUETYPE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
QUETYPE2 and QUETYPE3
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
R1AGINRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
R1AVAILABLE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
R1INACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
R1INAUX
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
R1INAUXSTBY
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
R1ONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
R1OTHER
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
R1OTHERSTBY
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
R1STAFFED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
R2AGINRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
R2AVAILABLE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
R2INACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
R2INAUX
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
R2INAUXSTBY
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
R2ONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
R2OTHER
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
R2OTHERSTBY
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

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R2STAFFED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
RAGOCC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
RAVGSPEED-ANS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
REASON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
REASON_CODE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
RECONNECT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
RETURNCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
RINGCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
RINGTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
ROLE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
ROW_DATE
(index) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
ROW_TIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
RSERVLEVELP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
RSV_LEVEL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
SEGMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
SEGSTART. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
SEGSTOP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
SERVICELEVEL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
SERVLEVELP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
SERVLEVELT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
SETUPTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
SHORTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
SKILL1 through SKILL3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
SKILLACWTIME1 through SKILLACWTIME3 . . . . . . . . . . . . . . . . . . . . . . 264
SKILLCALLS1 through SKILLCALLS3 . . . . . . . . . . . . . . . . . . . . . . . . . 264
SKILLTIME1 through SKILLTIME3 . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
SKILLTYPE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
SKILLTYPE2 through SKILLTYPE4 . . . . . . . . . . . . . . . . . . . . . . . . . . 265
SKLEVEL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
SKLEVEL2 through SKLEVEL20 . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
SKPERCENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
SKPERCENT2 through SKPERCENT20 . . . . . . . . . . . . . . . . . . . . . . . . 267
SKSTATE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
SLVLABNS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
SLVLOUTFLOWS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
SPLIT
(index) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
SPLIT1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
SPLIT2 and SPLIT3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
STAFFED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
STARTED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
STARTTIME
(interval) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
SVCLEVELCHG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

16 Avaya CMS Database Items and Calculations

 Contents

TAGINRING
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
TALKTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
TAVAILABLE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
TDA_INACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
TDA_ONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
THRESHOLD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
TI_AUXTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
TI_AUXTIME0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
TI_AUXTIME1 through TI_AUXTIME9 . . . . . . . . . . . . . . . . . . . . . . . . . 277
TI_AVAILTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
TI_OTHERTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
TI_STAFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
TIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
TINACW
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
TINAUX
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
TINAUX0
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
TINAUX1 through TINAUX9
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
TKGRP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
TKSTATE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
TONACD
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
TONACDAUXOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
TONACDOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
TONACWIN
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
TONACWOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
TONAUXIN
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
TONAUXOUT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
TOPCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
TOPSKILL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
TOT_PERCENTS
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
TOTHER
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
TRANSFERRED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
TRENDBASE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Issue 1.0 May 2002 17

Contents

TRUNKS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
TSTAFFED
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
TYPE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
UCID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
USE_SVC_OBJ
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
VDISCCALLS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
VDN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
VECTOR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
WMODE_SEQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
WORKCODE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
WORKMODE
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
WORKSKILL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292
WORKSKLEVEL
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
WORKSPLIT
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
WORKSPLIT2 and WORKSPLIT3
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
WORKSPLIT4 through WORKSPLIT20
(real-time) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
WT1 through WT4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

Definitions of CMS calculations

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
Example standard dictionary calculations table . . . . . . . . . . . . . . . . . . . . 295
Search values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
Agent state and row search values cross-reference tables. . . . . . . . . . . . . . . . 296
Call disposition and row search values cross-reference tables . . . . . . . . . . . . . . 299
Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Standard CMS Dictionary calculations . . . . . . . . . . . . . . . . . . . . . . . . . 300
Reports-specific calculations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313

18 Avaya CMS Database Items and Calculations

Preface

Overview
Database Items and Calculations defines the Avaya Call Management System (CMS)
database items and calculations that are used for standard and custom reports. It also
describes switch feature interactions that affect how the CMS tracks data.

Purpose
The purpose of Database Items and Calculations is to provide CMS users with the
knowledge that is necessary to understand, in detail, how the numbers displayed on CMS
and Avaya CMS Supervisor (Supervisor) reports are calculated within the CMS database.

Contents
Database Items and Calculations includes the following chapters:

Chapter title Contents

Introduction Introduction includes information on the

different database tables that comprise
the CMS database, including the
names of all database tables and
information that is specific to each type
(split/skill, agent, agent login/logout and
so on) of table. It also includes
definitions of the different database
item types (cumulative, administrative,
status, and so on) and a list of terms
that are used in the database item
definitions.

Issue 1.0 May 2002 19

Preface

Chapter title Contents

Switch cross-reference and Switch cross-reference and capabilities

capabilities that impact CMS that impact CMS provides a set of
tables that cross-reference which CMS
database items are available on each
of the Avaya switch releases. It also
provides information on how switch
features and capabilities are tracked by
the CMS or can affect the data that the
CMS produces for reports.
Dictionary of CMS database Dictionary of CMS database items
items provides a definition of each database
item that resides in the CMS database.
Definitions of CMS calculations Definitions of CMS calculations and
row search values provides a definition
of each of the standard CMS
calculations that are used in reports or
are available for use in custom reports.
It also provides row search information
for specific data types.

Audience
This document is for CMS users who need to understand how CMS calculates numbers for
reports. It is also written to help users decide which database items and calculations to use
in custom reports.

How to use this document

Use this document as a reference tool. It is the dictionary to the CMS database and gives
you the definition to each database item and calculation that CMS tracks.

When to use this document

The two most common uses of this book are in conjunction with the Reports book and to
help you define custom or designer reports. The Reports book lists which database items
and calculations are used in each CMS report. You can use Database Items and
Calculations to understand exactly how CMS tracks and stores each number that you see
on the reports.

20 Avaya CMS Database Items and Calculations

 Conventions used

Conventions used
The following conventions are used throughout this document:
● DATABASE ITEM NAMES are in all capital letters.
● Book titles are italicized.
● File names are in monospaced type.
● “Vector commands” are surrounded by quotes.
● References to CMS Subsystems are in initial capital letters.
● Window Titles are in initial capital letters.

Related documents
Related Documents lists sources for related information about contact center products and
features. Not all documents are supported for all CMS releases or equipment.
For information about Avaya products and service, go to www.avaya.com. For product
documentation for all Avaya products and related documentation, go to
www.avayadocs.com.

CMS software documents

Document title Document

number

Installing software on a CMS computer

Avaya Call Management System Release 3 Version 11 Software Installation, 585-215-115
Maintenance, and Troubleshooting
CentreVu Call Management System Release 3 Version 9 Software Installation, 585-215-956
Maintenance, and Troubleshooting
CentreVu Call Management System Release 3 Version 8 Software Installation, 585-210-941
Maintenance, and Troubleshooting

Issue 1.0 May 2002 21

Preface

Document title Document

number

Setting up a disk-mirrored system

Avaya Call Management System Release 3 Version 11 Software Installation, 585-215-115
Maintenance, and Troubleshooting
CentreVu Call Management System Release 3 Version 9 Software Installation, 585-215-956
Maintenance, and Troubleshooting
CentreVu Call Management System Release 3 Version 8 Disk-Mirrored Systems 585-210-940

Upgrade documents
There are several upgrade paths supported with CMS. For each of these upgrades, there
is a document designed to support that upgrade. Note that none of the following upgrade
documents are available from the publications center, but are available from the Avaya
CMS documentation Web site.
● Base load upgrades
A base load upgrade is used when upgrading CMS to the latest load of the same
version (for example, R3V9 ak.g to R3V9 al.k). A specific set of instructions is written
for the upgrade and is shipped to the customer site with the CMS software CD as part
of a Quality Protection Plan Change Notice (QPPCN).

Document title

Avaya Call Management System Release 3 Version 11 Base Load Upgrade Procedures
CentreVu Call Management System Release 3 Version 9 Base Load Upgrade Procedures

22 Avaya CMS Database Items and Calculations

 Related documents

● Platform upgrades and data migration

A platform upgrade is used when upgrading to a new hardware platform (for example,
upgrading from a SPARCserver 5 to an Enterprise 3500). The new hardware platform
is shipped from the Avaya factory with the latest CMS load. Therefore, as part of the
upgrade you will have the latest CMS load (for example, R3V9 to R3V11, or the latest
load of the same CMS version). For R3V11, a specific set of instructions are written for
the upgrade and are shipped to the customer site with the new hardware.

Document title

Avaya Call Management System Release 3 Version 11 Platform Upgrade and Data Migration
Instructions
CentreVu Call Management System Release 3 Version 9 Platform Upgrade and Data Migration
Instructions

● Avaya Call Management System Upgrade Express (CUE)

CUE is used in the following conditions:
— CMS is being upgraded from an earlier version (for example, R3V5u or R3V6) to the
latest version (for example, R3V9 or R3V11).
— The hardware platform is not changing.
A specific set of upgrade instructions is written for the upgrade and is shipped to the
customer site with the CUE kit.

Document title

Avaya Call Management System Release 3 Version 11 Sun Blade 100 Computer CUE Instructions
Avaya Call Management System Release 3 Version 11 Sun Blade 100 Computer Mirrored System
CUE Instructions
Avaya Call Management System Release 3 Version 11 Sun Ultra 5 Computer CUE Instructions
Avaya Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer CUE
Instructions
Avaya Call Management System Release 3 Version 11 Sun Enterprise 3000 Computer Mirrored
System CUE Instructions
Avaya Call Management System Release 3 Version 11 Sun Enterprise 3500 Computer CUE
Instructions
Avaya Call Management System Release 3 Version 11 Sun Enterprise 3500 Computer Mirrored
System CUE Instructions
Avaya Call Management System Release 3 Version 9 Sun Ultra 5 Computer CUE Instructions

Issue 1.0 May 2002 23

Preface

Document title

Avaya Call Management System Release 3 Version 9 Sun Enterprise 3000 Computer CUE
Instructions
Avaya Call Management System Release 3 Version 9 Sun Enterprise 3000 Computer Mirrored
System CUE Instructions
Avaya Call Management System Release 3 Version 9 Sun Enterprise 3500 Computer CUE
Instructions
Avaya Call Management System Release 3 Version 9 Sun Enterprise 3500 Computer Mirrored
System CUE Instructions

24 Avaya CMS Database Items and Calculations

 Related documents

Hardware documents

Document title Document

number

Avaya Call Management System Sun Blade 100 Computer Hardware Installation, 585-310-783
Maintenance, and Troubleshooting
Avaya Call Management System Sun Blade 100 Computer Connectivity Diagram 585-310-782
Avaya Call Management System Sun Enterprise 3500 Computer Hardware 585-215-873
Installation, Maintenance, and Troubleshooting
Avaya Call Management System Sun Enterprise 3500 Computer Connectivity 585-215-877
Diagram
Avaya Call Management System Sun Ultra 5 Computer Hardware Installation, 585-215-871
Maintenance, and Troubleshooting
Avaya Call Management System Sun Ultra 5 Computer Connectivity Diagram 585-215-872
Avaya Call Management System Sun Enterprise 3000 and SPARCserver 585-214-016
Computers Hardware Maintenance and Troubleshooting
Avaya Call Management System Terminals, Printers, and Modems 585-215-874

Switch documents

Document title Document

number

CMS Switch Connections, Administration, and Troubleshooting 585-215-876

Administration documents

Document title Document

number

Avaya Call Management System Release 3 Version 11 Administration 585-215-515

CentreVu Call Management System Release 3 Version 9 Administration 585-214-015
CentreVu Call Management System Release 3 Version 8 Administration 585-210-910

Issue 1.0 May 2002 25

Preface

Other documents

Document title Document

number

Avaya Call Management System Open Database Connectivity 585-780-701

Avaya Call Management System Release 3 Version 11 LAN Backup User Guide 585-215-715
Avaya CMS Release 3 Version 11 External Call History Interface 585-780-700
CentreVu CMS Release 3 Version 9 External Call History Interface 585-215-952
Avaya CMS Custom Reports 585-215-822
Avaya CMS Forecast 585-215-825
Avaya Visual Vectors Version 9 Installation and Getting Started 585-210-947
Avaya Visual Vectors Version 9 User Guide 585-210-944
Avaya Visual Vectors Release 11 Installation and Getting Started 585-210-706
Avaya Visual Vectors Release 11 User Guide 585-210-709

Documentation Web sites

! Important:
Additional information about new software or hardware updates will be
contained in future issues of this book. New issues of this book will be
placed on the web site when available.
To see the most recent issue of the book:
1. Go to http://www.avaya.com/support
2. Click Online Services.
The browser displays the Online Services menu.
3. Click Documentation.
The browser displays the Product Documentation page.
4. Click Recent Documents.
The browser displays the Recent Product Documentation page.

26 Avaya CMS Database Items and Calculations

 Acronyms

5. Click CentreVu/Avaya CMS.

The browser displays a table with the current issues of the Call Management System
documentation.
6. Click the most recent issue of the book.
Use the following Web sites to view support documentation:
● Sun hardware documentation
http://docs.sun.com
● Okidata printer documentation
http://www.okidata.com
● Informix documentation
http://www.informix.com
● Tivoli Storage Manager documentation
http://tivoli.com/support/documents/public_manuals.html

Acronyms
The following acronyms and abbreviations are used in this document.

ACD Automatic Call Distribution

ACW After Call Work
AUX Auxiliary
AI Automatic-In
ASA Average Speed of Answer
BSR Best Service Routing
CDPD Customer database-provided digits
CED Caller-entered digits
CMS Call Management System
CWC Call Work Code
DACD Direct Agent ACD
DID Direct Inward Dialing

Issue 1.0 May 2002 27

Preface

ECS Enterprise Communications Server

EWT Expected Wait Time
EAS Expert Agent Selection
ILN Internal Line Number
MCH Multiple Call Handling
MCT Malicious Call Trace
MI Manual In
MIA Most Idle Agent
NCD Network Call Deflection
NCR Network Call Redirection
NCT Network Call Transfer
NATO No Answer Timeout
OCM Outbound Call Management
PCNT Percent Allocated
RONA Redirect on No Answer
UCD Uniform Call Distribution
UCID Universal Call Identifier
VDN Vector Directory Number
VRU Voice Response Unit
WAST Wait Answer Supervision Timer

28 Avaya CMS Database Items and Calculations

Introduction

Overview
Introduction gives you foundational information about how the Avaya Call Management
System (CMS) database is set up and what the different types of data are.
The topics covered in Introduction are as follows:
● Availability of database items on page 29
● Database tables on page 30
● Database item types on page 34
● Database item information for report types on page 36
● Terminology on page 40

Availability of database items

Unless noted in the definition of a database item, the database items defined in this
document are available on all DEFINITY Generic 3 switches, including:
● Generic 3 Version 1
● Generic 3 Version 2
● Generic 3 Version 3
● Generic 3 Version 4
● DEFINITY Release 5
● DEFINITY Release 6
● DEFINITY Release 7
● DEFINITY Release 8
● DEFINITY Release 9
● MultiVantage R11

Issue 1.0 May 2002 29

Introduction

Database tables
The CMS database is comprised of several database tables. The categories of the
database tables include the following:
● Agent
● Agent Login/Logout
● Agent Trace
● Call Record
● Call Work Codes
● Current Day Configuration (forecasting)
● Current Day Report (forecasting)
● Exceptions
● Split/Skill
● Trunk Group
● Trunk
● Vector
● VDN
Note:
The database item tables from which data is retrieved most frequently are
the agent, split/skill, trunk group, trunk, vector, and VDN tables.

30 Avaya CMS Database Items and Calculations

 Database tables

Database table names

To select data for custom reports, you must use the names that are listed in the tables in
this section. For definitions of the individual database items that reside in each table, see
Dictionary of CMS database items on page 107.

Real-time database table names

The following table lists the real-time database tables and the data that are stored in them:

Name Data stored Interval

csplit split/skill current

psplit split/skill previous
cagent agent current
pagent agent previous
ctkgrp trunk group current
ptkgrp trunk group previous
ctrunk trunk current
ptrunk trunk previous
cvector vector current
pvector vector previous
cvdn VDN current
pvdn VDN previous
ccwc Call Work Code (CWC) current
pcwc CWC previous

Issue 1.0 May 2002 31

Introduction

Historical database table names

The following table lists historical database tables and the data that are stored in them:

Name Data stored Interval

hsplit split/skill intrahour

dsplit split/skill day
wsplit split/skill week
msplit split/skill month
hagent agent intrahour
dagent agent day
wagent agent week
magent agent month
htkgrp trunk group intrahour
dtkgrp trunk group day
wtkgrp trunk group week
mtkgrp trunk group month
htrunk trunk intrahour
dtrunk trunk day
wtrunk trunk week
mtrunk trunk month
hvector vector intrahour
dvector vector day
wvector vector week
mvector vector month
hvdn VDN intrahour
dvdn VDN day
wvdn VDN week
mvdn VDN month

32 Avaya CMS Database Items and Calculations

 Database tables

Name Data stored Interval

hcwc CWC intrahour

dcwc CWC day
wcwc CWC week
mcwc CWC month
call_rec Call record not applicable
agex Agent exceptions not applicable
spex Split exceptions not applicable
tgex Trunk group exceptions not applicable
vecex Vector exceptions not applicable
vdnex VDN exceptions not applicable
linkex Link down exceptions not applicable
mctex Malicious call trace exceptions not applicable
f_cday Forecast current day configuration not applicable
data by split/skill
f_cdayrep Current day forecast data by split/skill not applicable
haglog Agent login and logout information not applicable
ag_actv Agent activity trace data not applicable

Issue 1.0 May 2002 33

Introduction

Database item types

Each database item contains one of the following types of data:
Administrative data — Administered on the switch or on CMS. For example, the
database item INTRVL in the split/skill real-time table contains the number of minutes in
the intrahour interval (15, 30, 60) currently assigned to the specified split/skill on CMS.
Busy Hour data — Data that is only meaningful for the busy hour.
Cumulative data — Accumulates throughout the collection interval. Most real-time
database items contain cumulative data.
Maximum Interval Value data — The maximum reached for any value in the specified
interval.
Row Identifier data — Shows data that is common to all tables, such as time, date, and
split in the split/skill tables.
Special Table data — Shows data that belongs only to a specific table, such as the
Historical Agent Login/Logout table or Current Day Forecast table.
Status data — Shows the current status (a snapshot of a particular ACD element). For
example, the database item INQUEUE in the split/skill real-time table contains the number
of split/skill calls currently waiting in queue.
The type of data that each database item contains is specified at the end of the database
item definition in Dictionary of CMS database items on page 107.

Historical and real-time data

Cumulative, Administrative, Maximum Value, Row Identifier and Busy Hour data
items apply to historical and real-time database items. Status items apply only to real-time
database items.

Call-based versus interval-based data

In addition to the types of data described above, items in the CMS database can be either
call-based or interval-based. Most CMS database items are call-based.

Call-based data

Call-based data is committed to the database after a call completes. Therefore, if a call
starts and ends in different collection intervals, all of the data is recorded in the interval in
which the call and any after call work is completed.

34 Avaya CMS Database Items and Calculations

 Database item types

Interval-based data

Interval-based data represents the amount of time during a collection interval spent doing
a particular activity. Interval-based items are updated throughout the collection interval and
timing is restarted at the end of the interval. Most interval-based items start with I_ or TI_.
The database items ALLINUSETIME (trunk-group tables) and MBUSYTIME (trunk and
trunk-group tables) are also interval-based.
Interval-based items should be used only to calculate percentages such as the percentage
of time staffed or in AUX work. Interval-based items should not be used, for example, to
calculate average talk time; use call-based items for this type of calculation.

Call-based and interval-based data in reports

Because call-based and interval-based items may not track the same events, a calculation
should use only one type of item and comparisons of call-based calculations and interval-
based calculations may not be relevant or meaningful. For example, the call-based ACD
time and interval-based ACD time for an agent will not be equal if the agent handled one or
more ACD calls that crossed over interval boundaries.
Note:
Report data may not add up if the report has a combination of call-based
and interval-based items.

Issue 1.0 May 2002 35

Introduction

Database item information for report types

Split/skill database items

Split/skill database item descriptions apply to real-time and historical items.

Real-time database items

Real-Time split/skill database items apply to the Current Interval Split/Skill (csplit) and
Previous Interval Split/Skill (psplit) tables. The real-time indexes are ACD and SPLIT.

Historical database items

Historical split/skill database items apply to the Intrahour Split/Skill (hsplit), Daily Split/Skill
(dsplit), Weekly Split/Skill (wsplit), and Monthly Split/Skill (msplit) tables, except as noted.
Historical indexes are SPLIT and ROW_DATE.

Agent database items

Agent database item descriptions apply to real-time and historical items.

Real-time database items

Real-time agent database items apply to the Current Interval Agent (cagent) and Previous
Interval Agent (pagent) tables. The real-time indexes are ACD, LOGID, POSITION, and
SPLIT.

Historical database items

Historical agent database items apply to the Intrahour Agent (hagent), Daily Agent
(dagent), Weekly Agent (wagent), and Monthly Agent (magent) tables, except as noted
here. The historical indexes are LOGID, SPLIT, and ROW_DATE.

36 Avaya CMS Database Items and Calculations

 Database item information for report types

Trunk group database items

Trunk group database item descriptions apply to real-time and historical items.

Real-time database items

Real-time trunk group database items apply to the Current Interval Trunk Group (ctkgrp)
and Previous Interval Trunk Group (ptkgrp) tables. The real-time indexes are ACD and
TKGRP.

Historical database items

Historical trunk group database items apply to the Intrahour Trunk Group (htkgrp), Daily
Trunk Group (dtkgrp), Weekly Trunk Group (wtkgrp), and Monthly Trunk Group (mtkgrp)
tables, except as noted. The historical indexes are ROW_DATE and TKGRP.

Trunk database items

Trunk database item descriptions apply to real-time and historical items.

Real-time database items

Real-time trunk database items apply to the Current Interval Trunk (ctrunk) and Previous
Interval Agent (ptrunk) tables. The real-time indexes are ACD, ITN, EQLOC, and TKGRP.

Historical database items

Historical trunk database items apply to the Intrahour Trunk (htrunk), Daily Trunk (dtrunk),
Weekly Trunk Group (wtrunk), and Monthly Trunk (mtrunk) tables, except as noted. The
historical indexes are EQLOC, ROW_DATE and TKGRP.

Vector database items

Vector database item descriptions apply to real-time and historical items. Vector database
items are available only if you purchased the Vectoring feature and it has been authorized
for use.

Real-time database items

Real-time vector database items apply to the Current Interval Vector (cvector) and
Previous Interval Vector (pvector) tables. The real-time indexes are ACD and VECTOR.

Issue 1.0 May 2002 37

Introduction

Historical database items

Historical vector database items apply to the Intrahour Vector (hvector), Daily Vector
(dvector), Weekly Vector (wvector), and Monthly Vector (mvector) tables. The historical
indexes are ROW_DATE and VECTOR.

VDN database items

The VDN database item descriptions apply to real-time and historical items. VDN database
items are available only if you purchased the vectoring feature and it is authorized for use.

Real-time database items

Real-time VDN database items apply to the Current Interval VDN (cvdn) and Previous
Interval VDN (pvdn) tables. The real-time indexes are ACD, VDN, and VECTOR.

Historical database items

Historical VDN database items apply to the Intrahour VDN (hvdn), Daily VDN (dvdn),
Weekly VDN (wvdn), and Monthly VDN (mvdn) tables, except as noted. The historical
indexes are ROW_DATE and VDN.

Call work codes database items

Call work codes database item descriptions apply to real-time and historical items. Call
work codes are available only with Generic 3 switches through Definity R10, MultiVantage
R11, and later switches.

Real-time database items

Real-time call work codes apply to the Current Interval CWC (ccwc) and Previous Interval
(pcwc) tables. The real-time indexes are ACD and CWC.

Historical database items

Historical call work codes database items apply to the Intrahour Call Work Codes (hcwc),
Daily Call Work Codes (dcwc), Weekly Call Work Codes (wcwc), and Monthly Call Work
Codes (mcwc) tables, except as noted. The indexes are ROW_DATE and CWC.

38 Avaya CMS Database Items and Calculations

 Database item information for report types

Agent login/logout database items

Agent login/logout database item descriptions apply to historical items that are specific to
the Agent Login/Logout (haglog) table. The indexes are SPLIT and ROW_DATE.

Agent trace database items

Agent trace database item descriptions apply to historical items that are specific to the
Agent Trace (ag_actv) table. The indexes are LOGID and ROW_DATE.

Current day configuration database items

Current day configuration database item descriptions apply to historical items that are used
specifically to collect values that are entered in the Forecast: Current Day window. They
apply to the Current Day (f_cday) table. The indexes are ACD, ROW_DATE and SPLIT.

Current day report database items

Current day report database item descriptions apply to historical items that are used
specifically to collect values that are entered in the Forecast: Current Day window. They
apply to the Current Day Report (f_cdayrep) table. The indexes are ACD, ROW_DATE and
SPLIT.

Forecast data

Forecast data for a split/skill is automatically generated when the Forecast Manager runs if
you have also completed a Current Day Configuration for the split/skill.

Call record database items

Call record database item descriptions apply to historical items, specifically to the Call
Record (call_rec) table. The indexes are ACD and ROW_DATE.

Exceptions historical database items

Exception Database item descriptions apply to historical items that are specific to agent
(agex), split (spex), trunk group (tgex), VDN (vdnex), vector (vecex), link (linkex), and
Malicious Call Trace (mctex) exceptions.

Issue 1.0 May 2002 39

Introduction

Exception type storage

CMS stores exception types as numerical values in the EXTYPE or REASON database
items.
When the standard exception reports are run, the numerical value is translated to the text
string.

Selecting exception types for reports

To select specific exception types for a custom report, you must enter the numerical values
in the Select rows where: statement.

Terminology
The following terms are used in the database item descriptions.

Abandoned call
A call in which the caller hangs up before the call is answered or connected. Calls also can
be considered abandoned if certain timers in the switch time out. See the explanations of
the wait answer supervision time (WAST), the phantom abandon calls, and the trunk no
answer timeout (NATO), which is available on Generic 3 Version 2 switches through
Definity R10, MultiVantage R11, and later switches. These timers are used primarily in
locations where the central office trunks lack disconnect supervision.
Calls may abandon during many phases of processing, including during vector processing,
after being queued to a split/skill, and while they are ringing at an agent or station.
The calls that are counted as abandons differ from table to table as follows:
● The agent table counts as abandons those split/skill ACD calls that abandon while
they are ringing at the agent.
● The split/skill table counts as abandons those calls that abandon while they are
queued to the split/skill or while they are ringing at an agent in the split/skill.
● The VDN table counts as abandons those ACD calls that abandon while in the VDN,
including calls in vector processing that are not yet queued to a split/skill. For
example, calls that abandon while listening to an announcement, calls that are
queued to one or more splits/skills, and calls that are ringing at agent stations (ACD
calls).
When abandoned calls are included in a database item, the definition of that item states
the type of abandoned calls that are included in that database item.

40 Avaya CMS Database Items and Calculations

 Terminology

ACD call
A call that queues to a split/skill and is answered by an agent in that split/skill or a call that
queues as a direct agent call and is answered by the agent to whom it was queued.

After Call Work (ACW)

Work that is done when an agent is not on a call. There are two types of after call work
(ACW): call-related ACW and ACW that is not associated with a call. An agent enters a
call-related ACW state by completing a manual-in call, or by pressing the ACW feature
button during an automatic-in call, and then completing the call. CMS tracks call-related
after call work in the call-based ACWTIME item and in the interval-based I_ACWTIME
item.
An agent on a Generic 3 switch can enter the ACW state without having an associated call
by pressing the ACW feature button while available or in the auxiliary (AUX) mode. CMS
will track this ACW time in the I_ACWTIME item, but not in the ACWTIME item.
For Generic 3 switches without the Expert Agent Selection (EAS) feature, the ACW time
that is not associated with an ACD call is tracked for the split for which the agent pressed
the ACW feature button. For Generic 3 with EAS, the ACW time that is not associated with
an ACD call is tracked for the first skill that is administered for and successfully logged in to
by the agent.
In Generic 3 Version 3 switches through Definity R10, MultiVantage R11, and later
switches, an agent in ACW who reconnects to a held AUXIN or AUXOUT call returns to the
ACW mode when the AUXIN/OUT call is terminated. The ACW time that accrues following
the termination of the AUXIN/OUT call is ACW that is not associated with an ACD call and
counts as I_ACWTIME, not as ACWTIME.
For Generic 3 releases prior to Generic 3 Version 3, an agent who reconnects to a held
AUXIN or AUXOUT call from the ACW mode returns to the available state when the call is
completed.

Agent
The login ID used by an individual to log into the splits or skills. This term is often extended
to mean the person who used the ID to log in to the split or skill. In all cases, the term
“agent” implies measurement by CMS.

Agent position (without EAS)

The combination of the agent login ID and the split to which the agent is logged in. Agents
who are logged in to multiple splits have multiple positions associated with them. Because
call data are collected separately for each combination of agent-split, reporting is possible
on the calls that are handled and time spent by agents in each of the splits they were in. To
report on the total work that is performed by the agent, call data must be summed for the
agent over all of the splits in which the agent worked.
A person that logged in to splits or skills. The person logs in from an extension (voice
terminal) using the person’s assigned login ID.

Issue 1.0 May 2002 41

Introduction

Agent position (with EAS)

The login ID of the agent, regardless of the number of skills that are assigned to the agent.
Data are still collected for the agent by skill, so the total work for the agent must be
summed over all skills in which the agent worked.

Answered call
The agent's state changes to ACD or Direct Agent ACD (DACD). The term “answered” is
used only for split/skill and direct agent ACD calls. For manual answer agents, the call is
answered when the agent selects the ringing line appearance. For automatic answer
agents, the call is answered directly after the zip tone is applied.
See the definition of Connected for information on non-ACD calls.

Automatic-in mode (AI)

A call answering mode. With AI and if calls are in queue, the agent receives a new ACD
call immediately after releasing the current call. If timed ACW is in use, then the agent
receives the next call after the timed ACW period is complete.

AUX work mode

A work mode in which agents are engaged in non-ACD work. This may represent time that
is taken for a break, eating, training, dealing with mail, attending team meetings, and so on.
Extension (non-ACD) calls that agents make or receive while available in auto-in or
manual-in mode are tracked as AUXOUT or AUXIN calls.

Best Service Routing (BSR)

A method of automatic call distribution between switches that is based on the Expected
Wait Time (EWT) at each switch. BSR can be used either as a single-site feature or as a
multisite feature.

Call segment
Call records are made up of call segments, each of which represents a related call. A new
call segment is started whenever a call is made or received, including whenever a call is
made to transfer or conference another call. Call segments that are related share the same
call ID. Unrelated call segments have different call IDs.

Connected call
A non-ACD call, not a split/skill or direct agent call, that rings and does not abandon at an
extension. Only calls that are routed to an extension are tracked as connected calls.

42 Avaya CMS Database Items and Calculations

 Terminology

Direct agent ACD call

A call that queues to a specific agent. Direct agent ACD calls can be generated by an ASAI
adjunct or, with the EAS feature, by calling an agent’s login ID. Direct agent ACD calls are
tracked as ACD calls along with split/skill ACD calls in the trunk, trunk group, VDN, and
vector tables. Direct agent ACD calls are tracked separately from split/skill ACD calls in the
agent tables. Direct agent ACD calls are not tracked in the split/skill tables because they
are not split/skill ACD calls.

Expert Agent Selection (EAS)

A switch feature that makes it possible to assign an agent to certain capabilities (skills).
Each call is then distributed to the appropriate skill and answered on the basis of which
agents have the capability to best handle the call.

External call
A call that is made to an off-switch destination. This includes calls to other switches in a
DCS network.

Extension call
A call that is originated by an agent or a non-ACD call that is received by an agent. For the
Generic 3 switches, this includes calls that an agent makes to set up a conference or a
transfer.

Flex Agents
Agents whose ROLE is Backup, Allocated or Rove.

Hold
A call that is placed on hold as a result of the agent pressing the HOLD feature button or
the hard hold feature access code, by pressing the TRANSFER or CONFERENCE feature
button, or by flashing the switch hook. CMS tracks calls on hold only for the switch
releases that notify CMS when calls are placed on hold. Generic 3 switches notify CMS for
all calls.

Manual-in mode (MI)

A call answering mode. With MI, when an agent releases an ACD call, the agent is put into
the ACW mode and must manually request another ACD call by pushing the MI button.

Multibyte character set

A mixed-width character set in which some characters consist of more than 1 byte. The
Japanese kanji character set is an example of a Multibyte character set.

Issue 1.0 May 2002 43

Introduction

Nonprimary split/skill
The second and third splits/skills to which the call queues in a VDN are called “non-primary
splits/skills.” They are also referred to as secondary and tertiary splits/skills, respectively.

Overload thresholds
Administered on the hunt group form in MultiVantage, the number of seconds at which
Reserve Level 1 and Reserve Level 2 agents will be activated.

Primary split/skill
The first split/skill to which the call queues in a VDN. If the call leaves vector processing
and queues to another split/skill (for example, if the call is routed to a split/skill extension or
routed to another VDN), that new split/skill becomes the primary split/skill. If the call leaves
vector processing and does not queue to another split/skill (for example, routes to an
extension), there is no new primary split/skill.

Reserve Agent
An agent that receives calls for a skill only when the skill is in an overload 1 or 2. A reserve
agent is considered activated while the overload 1 or 2 threshold is being exceeded. The
agent is considered to be in standby when the skill is normal.

Queued
A split/skill or direct agent call that is directed to a split/skill. With the Generic 3 switches,
even if a call is delivered immediately to an agent and never occupies a queue slot CMS is
still notified that the call was queued to the split/skill.

Secondary split/skill
The second split/skill to which the call queues in a VDN.

Service Level Supervisor

A Business Advocate feature that can automatically override normal agent call handling
preferences and activate reserve agents when preset thresholds are exceeded.

Skill level
The level of expertise of an agent with respect to all skills to which the agent is assigned.
Skill level can be primary (1-16 on G3V5 switches through Definity R10, MultiVantage R11,
and later switches) or secondary (on G3V2 and G3V4 switches). The skill levels help to
determine which call waiting for one of the agent’s skills will be delivered to the agent first
when the agent becomes available. Skill levels help determine the most expert agent who
can handle a call to the skill.

44 Avaya CMS Database Items and Calculations

 Terminology

Skill state
A level of use for each skill that is used to help determine when to add agents to a skill to
handle a large volume of skills. Skills can be in one of four states: unknown, normal,
overload 1, and overload 2. The state of the skill is based on the expected wait time (EWT)
threshold. A skill is considered normal while the EWT is not exceeding the overload 1 or 2
threshold. The skill is considered to be in overload 1 while the EWT is exceeding this
overload 1 threshold. While the overload 2 is being exceeded the skill is in overload 2.
Time spent in each state except unknown is tracked in the CMS split table. The state is
unknown when the link between the CMS and the switch is down, the split is non-EAS, or
when a new skill is added and the state message has not yet arrived from the switch.
Also, the skill state will be unknown for all skills if the switch is not a DEFINITY ECS R6.

Split/skill ACD call

A call that queued to a split/skill and was answered by an agent in that split/skill.

Standby
Describes the time that Reserve Agents spend logged into a skill and not active because
the skill is not in an overload 1 or 2 state.

Station
In a non-EAS environment, a station is an extension that is not a member of an
unmeasured split/skill or hunt group. In an EAS environment, a station is an extension that
is not associated with a logged in agent; that is, an agent did not log in via this extension.

Tertiary split/skill
The third split/skill to which the call queues in a VDN.

Top skill
The agent’s first-administered, highest-level skill. This concept is most useful with a
Generic 3 EAS switch and with agents who are using skill level call handling preference. In
this case, the agent’s top skill represents the skill for which the agent is most likely to
receive a call. Agents for whom a given skill is the top skill are the agents whom a skill
supervisor can depend on to handle calls for the skill.
This concept is not useful for agents using the greatest need or percent allocation call
handling preference or for agents who are not EAS agents. For non-EAS agents, the top
“skill” is the split the agent has been logged into the longest.

Issue 1.0 May 2002 45

Introduction

Uniform Call Distribution (UCD)

A method of agent selection that is available in both EAS and non-EAS environments, in
which all idle agents are included in a single group. The least occupied (UCD-LOA) or most
idle (UCD-MIA) agent is selected for call delivery. In an EAS environment, the selection is
made regardless of skill level.

Universal Call Identifier (UCID)

A number that uniquely identifies a call in a network of nodes that support UCID. This
number is a part of the records in the CMS Call History feature.

46 Avaya CMS Database Items and Calculations

Switch cross-reference and capabilities that
impact CMS

Overview
Switch cross-reference and capabilities that impact CMS provides a set of tables that
cross-reference which CMS database items are available on each of the MultiVantage
switch releases.
Switch cross-reference and capabilities that impact CMS also provides information on how
switch features and capabilities are tracked by the CMS or can affect the data that the
CMS produces for reports.

Example switch cross-reference table

CMS database items apply to specific switches. The switch cross-reference tables that
follow list each database item by switch release. Below is an example of how the table
information is presented. Switch releases to which the listed database item applies are marked
with X.

Database G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage

Item G3V3 R6/R7 R8 R9 R11

DATABASE ITEM X X X X X X X

Issue 1.0 May 2002 47

Switch cross-reference and capabilities that impact CMS

Switch cross-reference

Overview
The following tables list which database items are supported by each of the switch
releases. The tables are presented in alphabetical order by database table name (Agent,
Agent Login/Logout, Agent Trace, and so on).
The tables are presented alphabetically by database item type in the following order:
● Agent
● Agent Login/Logout
● Agent Trace
● Call Record
● Call Work Codes
● Current Day Configuration (forecasting)
● Current Day Report (forecasting)
● Exceptions
● Split/Skill
● Trunk Group
● Trunk
● Vector
● VDN

Note:
The database item tables from which data is retrieved most frequently are
the agent, split/skill, trunk group, trunk, vector, and VDN tables.

Key to tables
Following is a key to the table:
● The items marked with an “X” indicate that the database item is supported by that
switch.
● The items marked with an “a” are populated for the releases shown, but the values are
meaningful only for switches with the EAS feature and Business Advocate.
● The items marked with “RC” are populated for the releases shown, but the values are
meaningful only for switches with the EAS feature and Reason Codes.

48 Avaya CMS Database Items and Calculations

 Switch cross-reference

● The items marked with “EAS” require that the Expert Agent Selection feature be active
on the switch for the items to be populated.
● The items marked with “e” are populated for the releases shown, but the values are
meaningful only for switches with the EAS feature.
● The items marked with “NA” are populated for the releases shown, but the values might
not be meaningful.
● The items marked with an “t” are populated for the releases shown, but the values are
meaningful only for switches with the EAS feature and skill level distribution of calls.

Agent database items

The following table lists which agent database items are supported by each of the switch
releases. A link to a complete description of the database item is also provided. The
database items without a CMS version were introduced in R3V1 or R3V2.

Agent database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

ABNCALLS X X X X X X X
ABNTINE X X X X X X X
ACD X X X X X X X
ACD_RELEASE R3V5 X X X X X X X
ACDAUXOUTCALLS X X X X X X X
ACDCALLS X X X X X X X
ACDCALLS_R1 R3V9 a a a a
ACDCALLS_R2 R3V9 a a a a
ACDONHOLD X X X X X X X
ACDTIME X X X X X X X
ACWINCALLS X X X X X X X
ACWINTIME X X X X X X X
ACWOUTADJCALLS X X X X X X X
ACWOUTCALLS X X X X X X X
ACWOUTOFFCALLS X X X X X X X

Issue 1.0 May 2002 49

Switch cross-reference and capabilities that impact CMS

Agent database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

ACWOUTOFFTIME X X X X X X X
ACWOUTTIME X X X X X X X
ACWTIME X X X X X X X
AGDURATION R3V6 X X X X X X X
AGSTATE X X X X X X X
AGTIME X X X X X X X
ANSRINGTIME X X X X X X X
ASSIST X X X X X X X
ASSISTS X X X X X X X
AUXINCALLS X X X X X X X
AUXINTIME X X X X X X X
AUXOUTADJCALLS X X X X X X X
AUXOUTCALLS X X X X X X X
AUXOUTOFFCALLS X X X X X X X
AUXOUTOFFTIME X X X X X X X
AUXOUTTIME X X X X X X X
AUXREASON R3V5 NA NA RC RC RC RC RC
AWORKMODE R3V5 X X X X X X X
CHANGED X X X X X X X
CONFERENCE X X X X X X X
DA_ABNCALLS X X X X X X X
DA_ABNTIME X X X X X X X
DA_ACDCALLS X X X X X X X
DA_ACDTIME X X X X X X X
DA_ACWINCALLS X X X X X X X

50 Avaya CMS Database Items and Calculations

 Switch cross-reference

Agent database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

DA_ACWINTIME X X X X X X X
DA_ACWOADJCALLS X X X X X X X
DA_ACWOCALLS X X X X X X X
DA_ACWOOFFCALLS X X X X X X X
DA_ACWOOFFTIME X X X X X X X
DA_ACWOTIME X X X X X X X
DA_ACWTIME X X X X X X X
DA_ANSTIME X X X X X X X
DA_INQUEUE X X X X X X X
DA_OLDESTCALL X X X X X X X
DA_OTHERCALLS X X X X X X X
DA_OTHERTIME X X X X X X X
DA_RELEASE R3V5 X X X X X X X
DA_SKILL R3V5 EAS EAS EAS EAS EAS
DACALLS_FIRST R3V6 a a a a
DESTINATION X X X X X X X
DIRECTION X X X X X X X
DURATION X X X X X X X
EVENT1-9 X X X X X X X
EXTENSION X X X X X X X
GNSKILL R3V6 EAS EAS EAS EAS EAS
HOLDABNCALLS R3V5 X X X X X X X
HOLDACDTIME X X X X X X X
HOLDCALLS X X X X X X X
HOLDTIME X X X X X X X

Issue 1.0 May 2002 51

Switch cross-reference and capabilities that impact CMS

Agent database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

I_ACDAUXINTIME X X X X X X X
I_ACDAUX_OUTTIME X X X X X X X
I_ACDOTHERTIME X X X X X X X
I_ACDTIME X X X X X X X
I_ACWINTIME X X X X X X X
I_ACWOUTTIME X X X X X X X
I_ACWTIME X X X X X X X
I_ACWTIME_R1 R3V11 a a a a
I_ACWTIME_R2 R3V11 a a a a
I_AUXINTIME X X X X X X X
I_AUXOUTTIME X X X X X X X
I_AUXSTBYTIME R3V11 a a a a
I_AUXTIME R3V5 X X X X X X X
I_AUXTIME_R1 R3V11 a a a a
I_AUXTIME_R2 R3V11 a a a a
I_AVAILTIME X X X X X X X
I_DA_ACDTIME X X X X X X X
I_DA_ACWTIME X X X X X X X
I_OTHERSTBYTIME R3V11 a a a a
I_OTHERSTBYTIME_R1 R3V11 a a a a
I_OTHERSTBYTIME_R2 R3V11 a a a a
I_OTHERTIME X X X X X X X
I_RINGTIME X X X X X X X
I_RINGTIME_R1 R3V11 a a a a
I_RINGTIME_R2 R3V11 a a a a

52 Avaya CMS Database Items and Calculations

 Switch cross-reference

Agent database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

I_STAFFTIME X X X X X X X
INCOMPLETE X X X X X X X
INTRVL X X X X X X X
LEVEL R3V5 EAS EAS EAS EAS EAS EAS EAS
LOC_ID R3V8 X X X
LOGID X X X X X X X
LOGONSKILL e e e e e e e
LOGONSKILL2-4 EAS EAS EAS EAS EAS EAS EAS
LOGONSKILL5 EAS EAS EAS EAS EAS
LOGONSKILL6-20 R3V5 EAS EAS EAS EAS EAS
LOGONSTART X X X X X X X
MALICIOUS X X X X X X X
MOVEPENDING R3V4 X X X X X X
NOANSREDIR X X X X X X X
O_ACDCALLS X X X X X X X
O_ACDTIME X X X X X X X
O_ACWTIME X X X X X X X
OLDEST_LOGON X X X X X X X
ONHOLD X X X X X X X
ORIGIN X X X X X X X
PENDINGSPLIT R3V4 X X X X X X
PERCENT R3V6 a a a a
PHANTOMABNS R3V4 X X X X X X X
POSITION X X X X X X X
PREFERENCE R3V5 EAS EAS EAS EAS EAS

Issue 1.0 May 2002 53

Switch cross-reference and capabilities that impact CMS

Agent database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

RINGCALLS X X X X X X X
RINGTIME X X X X X X X
ROLE R3V6 X X X X X X X
ROW_DATE X X X X X X X
RSV_LEVEL R3V11 a a a a
SKILLTYPE EAS EAS na na na na na
SKILLTYPE2-4 EAS EAS na na na na na
SKLEVEL R3V5 EAS EAS EAS EAS EAS EAS EAS
SKLEVEL2-4 R3V5 EAS EAS EAS EAS EAS EAS EAS
SKLEVEL5-20 R3V5 EAS EAS EAS EAS EAS
SKPERCENT R3V6 a a a a
SKPERCENT2-20 R3V6 a a a a
SPLIT X X X X X X X
STARTED X X X X X X X
STARTTIME X X X X X X X
TI_AUXTIME X X X X X X X
TI_AUXTIME0 R3V5 NA NA RC RC RC RC RC
TI_AUXTIME1-9 R3V5 RC RC RC RC RC
TI_AVAILTIME X X X X X X X
TI_OTHERTIME X X X X X X X
TI_STAFFTIME X X X X X X X
TOPSKILL R3V5 t t t t t t t
TRANSFERRED X X X X X X X
TYPE R3V4 EAS EAS NA NA NA NA NA
USE_SVC_OBJ R3V6 a a a a

54 Avaya CMS Database Items and Calculations

 Switch cross-reference

Agent database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

VDN X X X X X X X
WORKMODE X X X X X X X
WORKSKLEVEL R3V5 EAS EAS EAS EAS EAS EAS EAS
WORKSKILL e e e e e e e
WORKSPLIT X X X X X X X
WORKSPLIT2-3 X X X X X X X
WORKSPLIT4 EAS EAS EAS EAS EAS EAS EAS
WORKSPLIT5 EAS EAS EAS EAS EAS
WORKSPLIT6-20 R3V5 EAS EAS EAS EAS EAS

Agent login/logout database items

The following table lists which agent login/logout database items are supported by each of
the switch releases.

Agent login/logout database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

ACD X X X X X X X
EXTN X X X X X X X
INFLAG X X X X X X X
LOC_ID R3V8 X X X
LOGID X X X X X X X
LOGIN X X X X X X X
LOGONSKILL2-4 EAS EAS EAS EAS EAS EAS EAS
LOGONSKILL5 EAS EAS EAS EAS EAS
LOGONSKILL6-20 R3V5 EAS EAS EAS EAS EAS

Issue 1.0 May 2002 55

Switch cross-reference and capabilities that impact CMS

Agent login/logout database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

LOGOUT X X X X X X X
LOGOUT_DATE X X X X X X X
LOGOUTREASON R3V5 NA NA RC RC RC RC RC
OUTFLAG X X X X X X X
PREFERENCE R3V6 EAS EAS EAS EAS EAS
ROW_DATE X X X X X X X
SKILLTYPE EAS EAS NA NA NA NA NA
SKILLTYPE2-4 EAS EAS NA NA NA NA NA
SKLEVEL R3V5 EAS EAS EAS EAS EAS EAS EAS
SKLEVEL2-4 R3V5 EAS EAS EAS EAS EAS EAS EAS
SKLEVEL5-20 EAS EAS EAS EAS EAS
SKPERCENT R3V6 a a a a
SKPERCENT2-20 R3V6 a a a a
SPLIT X X X X X X X

Agent trace database items

The following table lists which agent trace database items are supported by each of the
switch releases.

Agent trace database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/10 R11
later

ACD X X X X X X X
AGT_RELEASED R3V5 X X X X X X X
ASSIST_ACTV X X X X X X X
AUXREASON R3V5 NA NA RC RC RC RC RC
CALLER_HOLD X X X X X X X

56 Avaya CMS Database Items and Calculations

 Switch cross-reference

Agent trace database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/10 R11
later

CALLING_II R3V5 X X X X X
CALLING_PTY X X X X X X X
CONFERENCE X X X X X X X
DIGITS_DIALED X X X X X X X
DIRECTION X X X X X X X
DURATION X X X X X X X
EVENT_TIME X X X X X X X
EXT_CALL_ORI X X X X X X X
G
KEYBD_DIALED X X X X X X X
LOC_ID R3V8 X X X
LOGID (index) X X X X X X X
LOGOUTREASO R3V5 NA NA RC RC RC RC RC
N
MCT X X X X X X X
RECONNECT X X X X X X X
ROW_DATE X X X X X X X
SPLIT X X X X X X X
STARTTIME X X X X X X X
TRANSFERRED X X X X X X X
UCID R3v6 X X X X
WMODE_SEQ X X X X X X X
WORKCODE X X X X X X X
WORKMODE X X X X X X X

Issue 1.0 May 2002 57

Switch cross-reference and capabilities that impact CMS

Call record database items

The following table lists which call record database items are supported by each of the
switch releases.

Call record database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/10 R11
later

ACD X X X X X X X
ACWTIME X X X X X X X
AGT_RELEASED R3V5 X X X X X X X
ANSHOLDTIME X X X X X X X
ANSLOCID R3V8 X X X
ANSLOGIN X X X X X X X
ANSREASON R3V5 NA NA RC RC RC RC RC
ASSIST X X X X X X X
AUDIO X X X X X X X
CALLID X X X X X X X
CALLING_II R3V5 X X X X X
CALLING_PTY X X X X X X X
CONFERENCE X X X X X X X
CONSULTTIME X X X X X X X
CWC1 R3V11 X X X X X X X
CWC2 R3V11 X X X X X X X
CWC3 R3V11 X X X X X X X
CWC4 R3V11 X X X X X X X
CWC5 R3V11 X X X X X X X
DA_QUEUED X X X X X X X
DIALED_NUM X X X X X X X
DISPIVECTOR X X X X X X X

58 Avaya CMS Database Items and Calculations

 Switch cross-reference

Call record database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/10 R11
later

DISPOSITION X X X X X X X
DISPPRIORITY X X X X X X X
DISPSKLEVEL R3V5 EAS EAS EAS EAS EAS EAS EAS
DISPSPLIT X X X X X X X
DISPTIME X X X X X X X
DISPVDN X X X X X X X
DURATION X X X X X X X
EQLOC X X X X X (8 char) X (8 char) X (8 char)
EQLOCID R3V8 X X X
EVENT1-9 X X X X X X X
FIRSTIVECTOR X X X X X X X
FIRSTVDN X X X X X X X
HELD X X X X X X X
HOLDABN X X X X X X X
LASTCWC X X X X X X X
LASTDIGITS R3V5 X X X X X
LASTOBSERVER X X X X X X X
MALICIOUS X X X X X X X
NETINTIME R3V6 X X X X
OBSERVINGCALL X X X X X X X
OBSLOCID R3V8 X X X
ORIGHOLDTIME R3V6 X X X X X X X
ORIGLOCID R3V8 X X X
ORIGLOGIN X X X X X X X
ORIGREASON R3V5 NA NA RC RC RC RC RC

Issue 1.0 May 2002 59

Switch cross-reference and capabilities that impact CMS

Call record database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/10 R11
later

ROW_DATE X X X X X X X
ROW_TIME X X X X X X X
SEGMENT X X X X X X X
SEGSTART X X X X X X X
SEGSTOP X X X X X X X
SEQNUM X X X X X X X
SPLIT1 X X X X X X X
SPLIT2 X X X X X X X
SPLIT3 X X X X X X X
TALKTIME X X X X X X X
TKGRP X X X X X X X
TRANSFERRED X X X X X X X
UCID R3V6 X X X X

Call work codes database items

The following table lists the call work codes database items are supported by each of the
switch releases.

Call work codes database items switch cross-reference

Database item G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage

G3V3 R6/R7 R8 R9/R10 R11

ACD X X X X X X X
ACDCALLS X X X X X X X
ACDTIME X X X X X X X
ACWTIME X X X X X X X
CWC X X X X X X X

60 Avaya CMS Database Items and Calculations

 Switch cross-reference

Call work codes database items switch cross-reference (Continued)

Database item G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage

G3V3 R6/R7 R8 R9/R10 R11

INCOMPLETE X X X X X X X
INTRVL X X X X X X X
ROW_DATE X X X X X X X
STARTTIME X X X X X X X

Current day configuration database items

The following table lists which current day configuration database items are supported by
each of the switch releases.

Current day configuration database items switch cross-reference

Database item G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage

G3V3 R6/R7 R8 R9/R10 R11

ACD X X X X X X X
CHANGE X X X X X X X
CHPROF X X X X X X X
FMETHOD X X X X X X X
HDATE1 X X X X X X X
HDATE2 X X X X X X X
HDATE3 X X X X X X X
HDATE4 X X X X X X X
ROW_DATE X X X X X X X
SPLIT X X X X X X X
TRENDBASE X X X X X X X
WT1 X X X X X X X
WT2 X X X X X X X
WT3 X X X X X X X
WT4 X X X X X X X

Issue 1.0 May 2002 61

Switch cross-reference and capabilities that impact CMS

Current day report database items

The following table lists which current day report database items are supported by each of
the switch releases.

Current day report database items switch cross-reference

Database item G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage

G3V3 R6/R7 R8 R9/R10 R11

ACD X X X X X X X
AGOCC X X X X X X X
AVGAGSERV X X X X X X X
AVGSPEEDANS X X X X X X X
FCALLS X X X X X X X
INTRVL X X X X X X X
NUMAGREQ X X X X X X X
RAGOCC X X X X X X X
RAVGSPEEDANS X X X X X X X
ROW_DATE X X X X X X X
RSERVLEVELP X X X X X X X
SERVLEVELP X X X X X X X
SERVLEVELT X X X X X X X
SPLIT X X X X X X X
STARTTIME X X X X X X X

Split/skill database items

The following table lists which split/skill database items are supported by each of the switch
releases.

62 Avaya CMS Database Items and Calculations

 Switch cross-reference

Split/skill database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

ABNCALLS X X X X X X X
ABNCALLS1-10 X X X X X X X
ABNRINGCALLS X X X X X X X
ABNTIME X X X X X X X
ACCEPTABLE X X X X X X X
ACD (index) X X X X X X X
ACDAUXOUTCALLS X X X X X X X
ACDCALLS X X X X X X X
ACDCALLS_R1 R3V9 a a a a
ACDCALLS_R2 R3V9 a a a a
ACDCALLS1-10 X X X X X X X
ACDTIME X X X X X X X
ACWINCALLS X X X X X X X
ACWINTIME X X X X X X X
ACWOUTADJCALLS X X X X X X X
ACWOUTCALLS X X X X X X X
ACWOUTOFFCALLS X X X X X X X
ACWOUTOFFTIME X X X X X X X
ACWOUTTIME X X X X X X X
ACWTIME X X X X X X X
AGINRING X X X X X X X
ANSTIME X X X X X X X
ASA R3V4 X X X X X X
ASSISTS X X X X X X X
AUXINCALLS X X X X X X X

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Switch cross-reference and capabilities that impact CMS

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

AUXINTIME X X X X X X X
AUXOUTADJCALLS X X X X X X X
AUXOUTCALLS X X X X X X X
AUXOUTOFFCALLS X X X X X X X
AUXOUTOFFTIME X X X X X X X
AUXOUTTIME X X X X X X X
AVAILABLE X X X X X X X
BACKUPCALLS X X X X X X X
BUSYCALLS X X X X X X X
BUSYTIME X X X X X X X
CALLSOFFERED X X X X X X X
CONFERENCE X X X X X X X
DA_ACWINCALLS X X X X X X X
DA_ACWINTIME X X X X X X X
DA_ACWOCALLS X X X X X X X
DA_ACWOTIME X X X X X X X
DA_INACW X X X X X X X
DA_INQUEUE X X X X X X X
DA_INRING X X X X X X X
DA_OLDESTCALL X X X X X X X
DA_ONACD X X X X X X X
DEQUECALLS X X X X X X X
DEQUETIME X X X X X X X
DISCCALLS X X X X X X X
DISCTIME X X X X X X X

64 Avaya CMS Database Items and Calculations

 Switch cross-reference

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

EVENT1-9 X X X X X X X
EWTHIGH R3V4 X X X X X X
EWTLOW R3V4 X X X X X X
EWTMEDIUM R3V4 X X X X X X
EWTTOP R3V4 X X X X X X
FAGINRING R3V6 X X X X X X X
FAVAILABLE R3V6 X X X X X X X
FINACD R3V6 X X X X X X X
FINAUX R3V6 X X X X X X X
FONACD R3V6 X X X X X X X
FOTHER R3V6 X X X X X X X
FSTAFFED R3V6 X X X X X X X
GNAGINRING R3V6 EAS EAS EAS EAS EAS
GNAVAILABLE R3V6 EAS EAS EAS EAS EAS
GNINACW R3V6 EAS EAS EAS EAS EAS
GNINAUX R3V6 EAS EAS EAS EAS EAS
GNINAUX0 R3V6 RC RC RC RC
GNINAUX1-9 R3V6 RC RC RC RC
GNONACD R3V6 EAS EAS EAS EAS EAS
GNONACDAUXOUT R3V6 EAS EAS EAS EAS EAS
GNONACDOUT R3V6 EAS EAS EAS EAS EAS
GNONACWIN R3V6 EAS EAS EAS EAS EAS
GNONACWOUT R3V6 EAS EAS EAS EAS EAS
GNONAUXIN R3V6 EAS EAS EAS EAS EAS
GNONAUXOUT R3V6 EAS EAS EAS EAS EAS

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Switch cross-reference and capabilities that impact CMS

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

GNDA_INACW R3V6 EAS EAS EAS EAS EAS

GNDA_ONACD R3V6 EAS EAS EAS EAS EAS
GNOTHER R3V6 EAS EAS EAS EAS EAS
GNSTAFFED R3V6 EAS EAS EAS EAS EAS
HIGHCALLS X X X X X X X
HOLDABNCALLS X X X X X X X
HOLDCALLS X X X X X X X
HOLDTIME X X X X X X X
I_ACDAUXINTIME X X X X X X X
I_ACDAUX_OUTTIME X X X X X X X
I_ACDOTHERTIME X X X X X X X
I_ACDTIME X X X X X X X
I_ACDTIME_R1 R3V11 a a a a
I_ACDTIME_R2 R3V11 a a a a
I_ACWINTIME X X X X X X X
I_ACWOUTTIME X X X X X X X
I_ACWTIME X X X X X X X
I_ACWTIME_R1 R3V11 a a a a
I_ACWTIME_R2 R3V11 a a a a
I_ARRIVED R3V5 X X X X X X X
I_AUXINTIME X X X X X X X
I_AUXOUTTIME X X X X X X X
I_AUXSTBYTIME_R1 R3V11 a a a a
I_AUXSTBYTIME_R2 R3V11 a a a a
I_AUXTIME X X X X X X X

66 Avaya CMS Database Items and Calculations

 Switch cross-reference

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

I_AUXTIME_R1 R3V11 a a a a
I_AUXTIME_R2 R3V11 a a a a
I_AUXTIME0 R3V5 NA NA RC RC RC RC RC
I_AUXTIME1-9 R3V5 RC RC RC RC RC
I_AVAILTIME X X X X X X X
I_DA_ACDTIME R3V5 X X X X X X X
I_DA_ACWTIME R3V5 X X X X X X X
I_NORMTIME R3V6 a a a a
I_OL1TIME R3V6 a a a a
I_OL2TIME R3V6 a a a a
I_OTHERSTBYTIME_R1 R3V11 a a a a
I_OTHERSTBYTIME_R2 R3V11 a a a a
I_OTHERTIME X X X X X X X
I_OTHERTIME_R1 R3V11 a a a a
I_OTHERTIME_R2 R3V11 a a a a
I_RINGTIME X X X X X X X
I_RINGTIME_R1 R3V11 a a a a
I_RINGTIME_R2 R3V11 a a a a
I_STAFFTIME X X X X X X X
I_TAUXTIME R3V5 t t t t t t t
I_TOTHERTIME R3V6 t t t t t t t
I_TAVAILABLE R3V5 t t t t t t t
INACW X X X X X X X
INAUX X X X X X X X
INAUX0 R3V5 NA NA RC RC RC RC RC

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Switch cross-reference and capabilities that impact CMS

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

INAUX1-9 R3V5 RC RC RC RC RC
INCOMPLETE X X X X X X X
INFLOWCALLS X X X X X X X
INQUEUE X X X X X X X
INRING X X X X X X X
INTERFLOWCALLS X X X X X X X
INTRVL X X X X X X X
LOWCALLS X X X X X X X
MAXINQUEUE X X X X X X X
MAXOCWTIME X X X X X X X
MAXSTAFFED X X X X X X X
MAXTOP R3V5 t t t t t t t
MAX_TOT_PERCENTS R3V6 a a a a
MEDCALLS X X X X X X X
NOANSREDIR X X X X X X X
O_ABNCALLS X X X X X X X
O_ACDCALLS X X X X X X X
O_ACDTIME X X X X X X X
O_ACWTIME X X X X X X X
O_OTHERCALLS X X X X X X X
OLDESTCALL X X X X X X X
ONACD X X X X X X X
ONACDAUXOUT X X X X X X X
ONACDOUT X X X X X X X
ONACWIN X X X X X X X

68 Avaya CMS Database Items and Calculations

 Switch cross-reference

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

ONACWOUT X X X X X X X
ONAUXIN X X X X X X X
ONAUXOUT X X X X X X X
ONHOLD X X X X X X X
OTHER X X X X X X X
OTHERCALLS R3V5 X X X X X X X
OTHERTIME R3V5 X X X X X X X
OUTFLOWCALLS X X X X X X X
OUTFLOWTIME X X X X X X X
PERIOD 1-9 X X X X X X X
PERIODCHG X X X X X X X
PHANTOMABNS R3V4 X X X X X X X
POSITIONS X X X X X X X
R1AGINRING R3V6 a a a a
R1AVAILABLE R3V6 a a a a
R1INACW R3V6 a a a a
R1INAUX R3V6 a a a a
R1INAUXSTBY R3V11 a a a a
R1ONACD R3V6 a a a a
R1OTHER R3V6 a a a a
R1OTHERSTBY R3V11 a a a a
R1STAFFED R3V6 a a a a
R2AGINRING R3V6 a a a a
R2AVAILABLE R3V6 a a a a
R2INACW R3V6 a a a a

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Switch cross-reference and capabilities that impact CMS

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

R2INAUX R3V6 a a a a
R2INAUXSTBY R3V11 a a a a
R2ONACD R3V6 a a a a
R2OTHER R3V6 a a a a
R2OTHERSTBY R3V11 a a a a
R2STAFFED R3V6 a a a a
RINGCALLS X X X X X X X
RINGTIME X X X X X X X
ROW_DATE X X X X X X X
SERVICELEVEL X X X X X X X
SKSTATE R3V6 a a a a
SLVLABNS R3V5 X X X X X X X
SLVLOUTFLOWS R3V5 X X X X X X X
SPLIT X X X X X X X
STAFFED X X X X X X X
STARTTIME X X X X X X X
SVCLEVELCHG X X X X X X X
TAGINRING R3V5 t t t t t t t
TAVAILABLE R3V5 t t t t t t t
TDA_INACW R3V5 t t t t t t t
TDA_ONACD R3V5 t t t t t t t
TINACW R3V5 t t t t t t t
TINAUX R3V5 t t t t t t t
TINAUX0 R3V5 NA NA RC and t RC and t RC and t RC and t RC and t
TINAUX1-9 R3V5 RC and t RC and t RC and t RC and t RC and t

70 Avaya CMS Database Items and Calculations

 Switch cross-reference

Split/skill database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/or G3V3 R6/R7 R8 R9/R10 R11
later

TONACD R3V5 t t t t t t t
TONACDAUXOUT R3V5 t t t t t t t
TONACDOUT R3V5 t t t t t t t
TONACWIN R3V5 t t t t t t t
TONACWOUT R3V5 t t t t t t t
TONAUXIN R3V5 t t t t t t t
TONAUXOUT R3V5 t t t t t t t
TOPCALLS X X X X X X X
TOTHER R3V5 t t t t t t t
TOT_PERCENTS R3V6 a a a a
TRANSFERRED X X X X X X X
TSTAFFED R3V5 t t t t t t t

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Switch cross-reference and capabilities that impact CMS

Trunk database items

The following table lists which trunk data base items are supported by each of the switch
releases.

Trunk database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

ABNCALLS X X X X X X X
ACD X X X X X X X
ACDCALLS X X X X X X X
ACDCALLS_R1 R3V9 a a a a
ACDCALLS_R2 R3V9 a a a a
AUDIO X X X X X X X
CALLING_LOGID R3V5 X X X X X X X
DIRECTION X X X X X X X
DURATION X X X X X X X
EQLOC X X X X X X X
(8 char) (8 char) (8 char)
EXTENSION X X X X X X X
FAILURES
I_INOCC X X X X X X X
I_OUTOCC X X X X X X X
INCALLS X X X X X X X
INCOMPLETE X X X X X X X
INTIME X X X X X X X
INTRVL X X X X X X X
ITN X X X X X X X
LOC_ID R3V8 X X X
LOGID X X X X X X X

72 Avaya CMS Database Items and Calculations

 Switch cross-reference

Trunk database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

MBUSYTIME X X X X X X X
O_ABNCALLS X X X X X X X
O_ACDCALLS X X X X X X X
O_OTHERCALLS X X X X X X X
OTHERCALLS X X X X X X X
OUTCALLS X X X X X X X
OUTTIME X X X X X X X
PRIORITY X X X X X X X
PRIORITY2-3 X X X X X X X
QUECOUNT X X X X X X X
QUETYPE X X X X X X X
QUETYPE2-3 X X X X X X X
ROW_DATE X X X X X X X
SHORTCALLS X X X X X X X
SPLIT X X X X X X X
SPLIT2-3 X X X X X X X
STARTED X X X X X X X
STARTTIME X X X X X X X
TKGRP X X X X X X X
TKSTATE X X X X X X X
VDN X X X X X X X
VECTOR X X X X X X X

Trunk group database items

The following table lists the trunk group database items are supported by each of the
switch releases.

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Switch cross-reference and capabilities that impact CMS

Trunk group database item switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

ABNCALLS X X X X X X X
ABNQUECALLS X X X X X X X
ABNRINGCALLS X X X X X X X
ABNVECCALLS X X X X X X X
ACD (index) X X X X X X X
ACDCALLS X X X X X X X
ACDCALLS_R1 R3V9 a a a a
ACDCALLS_R2 R3V9 a a a a
ADJUNCTOUT X X X X X X X
ALLINUSE X X X X X X X
ALLINUSETIME X X X X X X X
AUDIO X X X X X X X
BH_ABNCALLS X X X X X X X
BH_ACDCALLS X X X X X X X
BH_ALLINUSETIME X X X X X X X
BH_BUSYCALLS X X X X X X X
BH_DISCCALLS X X X X X X X
BH_INCALLS X X X X X X X
BH_INTIME X X X X X X X
BH_OABNCALLS X X X X X X X
BH_OACDCALLS X X X X X X X
BH_OOTHERCALLS X X X X X X X
BH_OTHERCALLS X X X X X X X
BH_OUTCALLS X X X X X X X
BH_OUTTIME X X X X X X X

74 Avaya CMS Database Items and Calculations

 Switch cross-reference

Trunk group database item switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

BH_STARTTIME X X X X X X X
BACKUPCALLS X X X X X X X
BLOCKAGE
BUSYCALLS X X X X X X X
COMPLETED X X X X X X X
CONNECTCALLS X X X X X X X
DISCCALLS X X X X X X X
FAILURES
I_INOCC X X X X X X X
I_OUTOCC X X X X X X X
INBOUND X X X X X X X
INCALLS X X X X X X X
INCOMPLETE X X X X X X X
INTIME X X X X X X X
INTRVL X X X X X X X
MBUSY X X X X X X X
MBUSYTIME X X X X X X X
NUMINUSE X X X X X X X
O_ABNCALLS X X X X X X X
O_ACDCALLS X X X X X X X
O_OTHERCALLS X X X X X X X
OTHERCALLS X X X X X X X
OUTBOUND X X X X X X X
OUTCALLS X X X X X X X
OUTTIME X X X X X X X

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Switch cross-reference and capabilities that impact CMS

Trunk group database item switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ G3V3 R6/R7 R8 R9/R10 R11
or later

ROW_DATE X X X X X X X
SETUPTIME X X X X X X X
SHORTCALLS X X X X X X X
SPLIT X X X X X X X
STARTTIME X X X X X X X
TKGRP X X X X X X X
TRANSFERRED X X X X X X X
TRUNKS X X X X X X X
VDN X X X X X X X
VECTOR X X X X X X X

76 Avaya CMS Database Items and Calculations

 Switch cross-reference

VDN database items

The following table lists which VDN database items are supported by each of the switch
releases.

VDN database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

ABNCALLS X X X X X X X
ABNCALLS1-10 X X X X X X X
ABNQUECALLS X X X X X X X
ABNRINGCALLS X X X X X X X
ABNTIME X X X X X X X
ACCEPTABLE X X X X X X X
ACD X X X X X X X
ACDCALLS X X X X X X X
ACDCALLS_R1 R3V9 a a a a
ACDCALLS_R2 R3V9 a a a a
ACDTIME X X X X X X X
ACTIVECALLS X X X X X X
ACWTIME X X X X X X X
ADJATTEMPTS X X X X X X X
ADJROUTED X X X X X X X
ANSCONNCALLS1-10 X X X X X X X
ANSTIME X X X X X X X
ASA R3V4 X X X X X X
ATAGENT X X X X X X X
BH_ABNCALLS X X X X X X X
BH_ACDCALLS X X X X X X X
BH_ACDTIME X X X X X X X

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Switch cross-reference and capabilities that impact CMS

VDN database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

BH_BUSYCALLS X X X X X X X
BH_DISCCALLS X X X X X X X
BH_OTHERCALLS X X X X X X X
BH_STARTTIME X X X X X X X
BH_VDNCALLS X X X X X X X
BACKUPCALLS X X X X X X X
BSRPLAN R3V6 X X X X
BUSYCALLS X X X X X X X
BUSYTIME X X X X X X X
CONNECTCALLS X X X X X X X
CONNECTTIME X X X X X X X
CONNTALKTIME X X X X X X X
DEFLECTCALLS R3V6 X R8.3 X X
DISCCALLS X X X X X X X
DISCTIME X X X X X X X
HOLDABNCALLS X X X X X X X
HOLDACDCALLS X X X X X X X
HOLDACDTIME X X X X X X X
HOLDCALLS X X X X X X X
HOLDTIME X X X X X X X
I_ARRIVED R3V5 X X X X X X X
ILN X X X X X X X
INCALLS X X X X X X X
INCOMPLETE X X X X X X X
INFLOWCALLS X X X X X X X

78 Avaya CMS Database Items and Calculations

 Switch cross-reference

VDN database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

INPROGRESS X X X X X X X
INQUEUE X X X X X X X
INRING X X X X X X X
INTERFLOWCALLS X X X X X X X
INTIME X X X X X X X
INTRVL X X X X X X X
INVECTOR X X X X X X X
LOOKATTEMPTS X X X X X X X
LOOKFLOWCALLS X X X X X X X
MAXOCWTIME X X X X X X X
MAXWAITING X X X X X X X
NETDISCCALLS R3V6 X X X X
NETINCALLS R3V6 X X X X
NETINTIME R3V6 X X X X
NETPOLLS R3V6 X X X X
NOANSREDIR X X X X X X X
NUMTGS X X X X X X X
OLDESTCALL X X X X X X X
OTHERCALLS X X X X X X X
OTHERTIME X X X X X X X
OUTFLOWCALLS X X X X X X X
OUTFLOWTIME X X X X X X X
PERIOD1-9 X X X X X X X
PERIODCHG X X X X X X X
PHANTOMABNS R3V4 X X X X X X X

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Switch cross-reference and capabilities that impact CMS

VDN database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

RETURNCALLS R3V4 X (V3) X X X X X X

RINGCALLS X X X X X X X
RINGTIME X X X X X X X
ROW_DATE X X X X X X X
SERVICELEVEL X X X X X X X
SKILL1-3 EAS EAS EAS EAS EAS EAS EAS
SKILLACWTIME1-3 EAS EAS EAS EAS EAS EAS EAS
SKILLCALLS1-3 EAS EAS EAS EAS EAS EAS EAS
SKILLTIME1-3 EAS EAS EAS EAS EAS EAS EAS
SLVLABNS R3V5 X X X X X X X
SLVLOUTFLOWS R3V5 X X X X X X X
STARTTIME X X X X X X X
SVCLEVELCHG X X X X X X X
TRANSFERRED X X X X X X X
VDISCCALLS R3V4 X X X X X X X
VDN X X X X X X X
VECTOR X X X X X X X

80 Avaya CMS Database Items and Calculations

 Switch cross-reference

Vector database items

The following table lists which vector database items are supported by each of the switch
releases.

Vector database items switch cross-reference

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

ABNCALLS X X X X X X X
ABNQUECALLS X X X X X X X
ABNRINGCALLS X X X X X X X
ABNTIME X X X X X X X
ACD X X X X X X X
ACDCALLS X X X X X X X
ACDCALLS_R1 R3V9 a a a a
ACDCALLS_R2 R3V9 a a a a
ADJATTEMPTS X X X X X X X
ADJROUTED X X X X X X X
ANSTIME X X X X X X X
BACKUPCALLS X X X X X X X
BUSYCALLS X X X X X X X
BUSYTIME X X X X X X X
DEFLECTCALLS R3V6 X R8.3 X X
DISCCALLS X X X X X X X
DISCTIME X X X X X X X
GOTOCALLS X X X X X X X
GOTOTIME X X X X X X X
INCALLS X X X X X X X
INCOMPLETE X X X X X X X
INFLOWCALLS X X X X X X X

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Vector database items switch cross-reference (Continued)

Database item CMS G3V2/ G3V4 G3V5 DEFINITY DEFINITY DEFINITY MultiVantage
version/ or G3V3 R6/R7 R8 R9/R10 R11
later

INPROGRESS X X X X X X X
INQUEUE X X X X X X X
INRING X X X X X X X
INTERFLOWCALLS X X X X X X X
INTIME X X X X X X X
INTRVL X X X X X X X
LOOKATTEMPTS X X X X X X X
LOOKFLOWCALLS X X X X X X X
NETDISCCALLS R3V6 X X X X
NETPOLLS R3V6 X X X X
NUMVDNS X X X X X X X
OTHERCALLS X X X X X X X
OTHERTIME X X X X X X X
OUTFLOWCALLS X X X X X X X
OUTFLOWTIME X X X X X X X
PHANTOMABNS R3V4 X X X X X X X
RINGCALLS X X X X X X X
RINGTIME X X X X X X X
ROW_DATE X X X X X X X
STARTTIME X X X X X X X
VDISCCALLS R3V4 X X X X X X X
VECTOR X X X X X X X

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 Switch features and capabilities and their impact on CMS data

Switch features and capabilities and their impact on

CMS data

Overview
The following features and switch capabilities have an impact on how the CMS tracks data
from the switch and on how the CMS creates the database item information for reports.
The switch features and capabilities that can impact CMS tracking of data are dealt with in
alphabetical order; they include:
● Adjunct-placed calls and adjunct-routed calls
● Agents in multiple splits/skills
● Agent state tracking at login
● Average Speed of Answer (ASA)
● Best Service Routing
● Call handling preference
● Call pickup
● Business Advocate
● Conference tracking
● Converse vector command
● Direct agent calling
● Expanded agent capabilities
● Forced disconnect
● Forced multiple call handling
● Goto vector command
● Hold tracking
● Location
● Look-ahead interflow calls (BSR and NCR)
● Move agent while staffed
● Multiple call handling
● Multiple split/skill queuing
● Outbound Call Management (OCM)
● Personal call tracking

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Switch cross-reference and capabilities that impact CMS

● Redirect on No Answer (RONA)

● Reserve Agent Work Time Tracking
● Ringing
● Skill state
● Timed ACW
● Transfer tracking
● Time/duration tracking
● Trunk no answer timeout
● Universal Call Identifier (UCID)
● VDN active calls
● Vector Disconnect Timer
● Wait Answer Supervision Timer

Adjunct-placed calls and adjunct-routed calls

For switches with the ASAI feature, CMS tracks outbound calls that are placed by an
adjunct processor or host computer on behalf of an agent and adjunct-routed calls.
Database items that start with O_ track outbound split/skill calls and database items that
contain ADJ track adjunct-routed calls. Adjunct-placed outbound split/skill calls are also
included as part of ACD database items, such as ACDCALLS, ACDTIME, and ACWTIME.
Inbound split/skill calls can be calculated as ACDCALLS minus O_ACDCALLS.

Agents in multiple splits/skills

CMS requires agents to log in to multiple splits/skills using the same login ID for all
splits/skills. This requirement allows CMS to track the agent as a single person and to
coordinate the data for that agent.
An agent who is logged in to multiple splits/skills is tracked as a single agent, not as one
agent for each split/skill. For non-EAS ACD operation, agents must log in with the same
login ID for all splits. “TI_” database items have been added to indicate the time that the
agent spent in various work states independent of the split/skill in which the agent is
working. These are interval-based items.
When an agent is logged in to multiple splits/skills, the items counting AUXIN/AUXOUT
calls and time are usually associated with the split/skill that the agent has been logged into
the longest. In other words, the first split the agent logged into. However, when an agent
puts a split/skill or direct agent ACD call on hold and then makes an AUXOUT call, the
outgoing call and its talk time are counted for the split/skill that is associated with the ACD
call.

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 Switch features and capabilities and their impact on CMS data

Real-time reports

Real-time reports assume that agents can be in only one of the following states: AVAIL,
ACD, ACW, AUX, DACD, DACW, RINGING, UNKNOWN, OTHER, or UNSTAFFED. When
an agent logs into multiple splits/skills, the split/skill numbers are shown on the reports for
the states that are associated with the call. For example, if an agent logged into split/skill 1
and split/skill 2 and answered an ACD call for split/skill 2, then the split/skill number shown
in the standard real-time reports is “2.”

Splits shown on real-time reports

As long as the agent is not on a call or the agent is in AUX and is available in at least some
splits, real-time reports show all of the splits in which the agent is available. For skills, the
agent cannot be available in some skills and not available in others unless Multiple Call
Handling (MCH) is active or the agent is a reserve agent in some of the skills. The Skill
Status report shows all of the agent's login skills. If an ACD call is ringing the agent's
telephone, the real-time report shows the RINGING state. If a personal call is ringing at the
agent's telephone, the real-time report shows the OTHER state. No split/skill is shown for
the AUX and UNKNOWN states because these states are not split/skill related unless the
agent is on a call (AUXIN or AUXOUT), in which case the split/skill is shown in the report.
The agent is shown as being in AUX only if the agent is in AUX in all splits/skills.

Real-time split/skill reports

With real-time split/skill reports, if an agent is available in split 1 and in AUX in split 2 and
the Split/Skill report that displays both splits is requested then the report shows the agent is
AVAIL in split 1 and OTHER in split 2.

Agent state tracking at login

Until it is notified by the switch, CMS does not know what state agents are in. The switch
notifies CMS immediately after an agent logs in or right after the link to the switch is
operational after it was out of service. The time the agent spends in this “state” is tracked
as I_OTHERTIME, I_OTHERSTBYTIME and TI_OTHERTIME and the agent's state
displays as OTHER on reports.
The time between logging in and moving to the AUX state depends on the time that it takes
for the agent who is logging in to release the call or go on-hook, or for the switch to time the
call out. This time is typically between 5 and 10 seconds.

Average Speed of Answer (ASA)

The Generic 3 Version 4 switches through Definity R10, MultiVantage R11, and later
switches, calculate a rolling Average Speed of Answer (ASA) for splits/skills and for VDNs
on real-time reports. This ASA can be used in vector conditionals to determine where to
queue calls.

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Switch cross-reference and capabilities that impact CMS

The ASA for a split/skill includes the time that is spent in the split/skill queue and the time
ringing at an agent. The ASA for a VDN includes the time spent in vector processing, the
time spent in queue, and the time ringing for the VDN associated with the call when it was
answered. This switch-generated, rolling ASA is a running, weighted average calculation.
In general, the ASA will not match the average speed of answer on CMS.

Best Service Routing

Best Service Routing (BSR) is available with the DEFINITY R6 switches through Definity
R10, MultiVantage R11, and later switches. BSR allows calls to be balanced at a single site
or between multiple sites. BSR is enhanced multisite routing that provides call vectoring
functions that build upon the Look-Ahead Interflow feature to route a call to the “best”
split/skill on a single switch or to the “best” split/skill in a network of switches. The “best”
split/skill is defined as the local split/skill or remote split/skill that offers the shortest waiting
time for the call in a call surplus (calls queued) situation for the application. The waiting
time is calculated by using the switches’ Expected Wait Time (EWT) predictor, and can be
adjusted by the user. In a situation where agents are idle, the “best” split/skill is determined
on the basis of the assigned available agent strategy. BSR data is tracked in the vector,
VDN, and call history tables.

Call handling preference

The agent’s call handling preference determines which call the agent receives when there
are calls waiting for more than one of the agent’s skills. It is also used to help determine
which agent receives a call when multiple agents are available in a given skill. The possible
call handling preferences are as follows:
● Skill level — An agent who is assigned the Skill Level call handling preference receives
calls first on the basis of the level assigned to the skill and then on the basis of the
queue priority and wait time of the call. Available with G3V5 switches through Definity
R10, MultiVantage R11, and later switches with EAS.
● Greatest need — An agent who is assigned the Greatest Need call handling preference
receives calls on the basis of queue priority and the current wait time or predicted wait
time of the call, not on the basis of the level that is assigned for the skill. Available with
G3V5 switches through Definity R10, MultiVantage R11, and later switches with EAS.
● Percent allocation — An agent who is assigned the Percent Allocation call handling
preference receives calls on the basis of a comparison of the times that are spent on
calls for each skill level and the percentage of time that the agent is allocated for each
skill level. Available with DEFINITY R6 switches through Definity R10, MultiVantage
R11, and later switches with EAS.

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 Switch features and capabilities and their impact on CMS data

Call pickup
CMS tracks ACD calls that are answered by an agent using the Call Pickup feature as
AUXIN calls.

Business Advocate
Business Advocate is available on the DEFINITY R6 switches through Definity R10,
MultiVantage R11, and later switches. Business Advocate introduced database tracking
items for CMS in the following areas:
● Skill State — Skills can now be in one of four states (unknown, normal, overload 1 or
overload 2), based on the EWT threshold. Time spent in each state except “unknown” is
tracked in the split/skill tables. The state is unknown when the link is down, or the split is
non-EAS, or when a new skill is added and the state message has not yet arrived. The
skill state is unknown if the CMS is connected to a R3V5 switches through Definity R10,
MultiVantage R11, and later switches.
● Reserve Agent — Agents can have a skill level of Reserve 1 or Reserve 2 that
corresponds to skill states overload 1 and overload 2. Only when the skill is in an
overload state will the appropriate reserve agents serve that skill. These agents have a
special agent “service” role.
● Agent Counts — The number of agents that are in various states is stored in the
split/skill tables by agent type. Reserve agents are stored in the R1xxx and R2xxx
database items. Top agents are stored in the Txxx database items and flex agents are
stored in Fxxx database items. Flex agents can have a role of roving, backup, or
allocated.
● Agent Time in Skill — Agents’ ACW time can be tracked by skill. Non-ACD time in
standard skills is as follows: agents with the tracked skill as the top skill use 100%,
whereas agents who are percent allocated use the same percentage for both ACD and
non-ACD time. Backup, roving, or reserve agents track none of their non-ACD time
toward this skill.
● Agent Role — The ROLE database item in the agent tables describes how an agent
participates in a skill. The agent’s role is based on both the agent’s skill level, from 1 to
16, and call handling preference, which is skill level, greatest need, or percent
allocation. Agents with a reserve skill have a role of reserve. Non-EAS agents and
agents with greatest need call handling preference have a role of roving. Top agents
have a role of top. Skill level call handling preference agents who are neither top or
reserve have a role of backup. Agents who are percent allocated have a role of
allocated.
● Reserve Agents ACD Calls — In R3V9 CMS and later, ACD calls that are received by
Reserve 1 and Reserve 2 agents can be tracked by the ACDCALLS_R1 and
ACDCALLS_R2 real-time and historical database items.

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Switch cross-reference and capabilities that impact CMS

● Reserve Agent Work Time Tracking feature provides real time and historical tracking of
R3V11 (and later CMS) agents administered as Reserve Level 1 and Reserve Level 2.
Reserve agents are eligible to take calls from a reserve skill only when that skill is in an
overload state.
Essentially, when the skill is not in an overload state, reserve agents who are logged into
that skill and not needed are “standing by”. CMS tracks this reserve agent “standby
time” separately from the time that the reserve agent is actively working in the skill. Only
the time spent by reserve agents actively working in the overloaded skill is added to the
skill’s STAFFTIME.

Conference tracking
CMS tracks conferenced calls. Agents who transfer a call by conferencing and then
dropping off are credited with a conference, not a transfer.

“converse” vector command

The “converse” vector command is available on the Generic 3 Version 3 switches through
Definity R10, MultiVantage R11, and later switches.
The “converse” vector command integrates Voice Response Units (VRUs) and the
Vectoring feature. The “converse” command allows voice-response scripts to be executed
while, for example, a call waits in queue. This command also allows data to be passed
between the switch and a VRU or from a VRU through the switch to an ASAI adjunct
processor.
There is no vector or VDN tracking for this command. If the VRU ports are administered as
a measured split/skill, then agent and split/skill tracking is available.

Direct agent calling

Direct agent calls are tracked separately from other ACD calls in the CMS database tables.
Because direct agent calls are not split/skill calls but rather are calls to a specific agent,
most of the direct agent data are collected in the agent tables in items starting with DA_ or
I_DA. Direct agent calls are counted as ACD calls in trunk, trunk group, VDN, and vector
tables.

Direct agent data in reports

Reports can be customized to include direct agent data. In the real-time split/skill table, the
number of agents on direct agent calls and the number of agents in ACW that is associated
with direct agent calls are collected, but they are subsets of the number of agents in the
OTHER agent state; that is, they are doing work but not for the split/skill. Only the OTHER
value appears on standard real-time reports. The number of direct agent calls that are
queued and ringing appears on the Queue/Agent Summary report.

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Switch-specific capabilities

A direct agent call can be initiated by an adjunct. For Generic 3 Version 2 switches through
Definity R10, MultiVantage R11, and later switches with the EAS feature, a direct agent call
can be initiated by dialing the agent’s login number or through the “route to number” vector
command. The call is treated like an ACD call and is delivered to the agent in front of any
split/skill ACD calls queue.

Expanded Agent Capabilities

The Expanded Agent capabilities (EAC) are available with the DEFINITY ECS R5 switches
through Definity R10, MultiVantage R11, and later switches.
The Expanded Agent capabilities feature allows EAS agents to have up to 20 skills
assigned. Each skill can be assigned a level from 1 to 16, where 1 is the highest level and
16 is the lowest. The numeric level, from 1 to 16, replaces the skill type, p for primary or s
for secondary, that is used in earlier switch releases. Agents can have a call handling
preference that is based either on the skill level, on the greatest need, or percent
allocation. A skill level call handling preference means that agents service the calls that are
waiting for their highest level skill before servicing the calls that are waiting for any lower
level skills. A greatest need call handling preferences means that agents serve the highest-
priority, oldest call waiting for any of their skills, or percent allocation, based on the percent
distribution of calls among the agent’s skills, regardless of the agent’s skill level in that skill.
Percent Allocation (R6 or later) call handling preference means that agents receive calls
based on meeting an allocated percent for each skill.
The expanded agent capabilities feature also makes it possible to specify a skill that is
used only for direct agent calls. Specifying a direct agent skill makes it possible to control
when direct agent calls are delivered in relation to ACD calls. For example, if the direct
agent skill has a skill level of 1 and the agent is assigned the skill level call handling
preference, then direct agent call are always answered first. Also, if the direct agent skill
has a skill level of 1 and the agent is assigned the greatest need call handling preference,
then the direct agent calls will be answered on the basis of priority and time-in-queue.
The “top skill”, which is available with R3V5 CMS and later, can be useful in EAS
implementations that use skill level call handling preference for the agents. An agent’s first-
administered, highest level skill is the agent’s top skill because the agent is most likely to
handle calls for this skill. Agents in a skill that is their “top skill” are “Top Agents” and are
considered to be the most reliable and knowledgeable agents for that skill.
The expanded agent capabilities on the switch include new options for Most Idle Agent
(MIA) call distribution. The new options allow selection of MIA distribution across skills,
rather than for each skill, and selection of whether agents in ACW are or are not included in
the agent free list. These options have no direct impact on CMS because CMS does not
track the most idle agent.

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Forced disconnect
On Generic 3 Version 2 switches through Definity R10, MultiVantage R11, and later
switches, a call is counted as a forced disconnect call whenever the forced disconnect
vector step is executed. The call is counted as a disconnected call even if the caller hangs
up before listening to the entire announcement. A call that is dropped by the switch
because the vector disconnect timer timed out or reached the end of vector processing
without being queued is also recorded as a forced disconnect call.

Forced multiple call handling

The forced multiple call handling feature (available in Generic 3 Version 4 switches through
Definity R10, MultiVantage R11, and later switches) makes it possible for an ACD call to
ring at an agent’s telephone even if that agent is already talking on an ACD call. The agent
continues to accrue talk time until the agent puts the current call on hold or releases it.

Go to vector command
When a “go to vector” command is executed, an outflow and a “go to call” are counted for
the first vector and an inflow is counted for the second vector. In addition, the timing and
statistics that are associated with the first vector for that call stop and then start for the
second vector. The call remains in the original VDN, however, and tracking in that VDN
continues.

Hold tracking
CMS tracks and reports the hold state for all calls that are put on hold. CMS is notified by
the switch when an agent puts a call on hold.

Location
A location, or site, refers to a physical location. This can be a building, a section of a
building, or it can be what was once a separate ACD before the ATM WAN capability was
used to merge separate ACDs with other ACDs into one large call center. A location is
typically assigned one location ID, although more than one location ID can be assigned. A
location, despite being part of a larger call center, may continue to have sole responsibility
for handling certain 800 numbers. A location may also share responsibility for handling an
800 number by having some of its agents be part of a larger split/skill that includes agents
from other locations.

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The ability to assign location IDs is available with the DEFINITY R8 switches through
Definity R10, MultiVantage R11, and later switches.

! Important:
CMS R3V11 only supports location IDs from 1 to 44. MultiVantage R11.1
software supports location IDs from 1 to 64. When running CMS reports that
include location IDs (LOC_ID), those IDs defined on the MultiVantage
system that are greater than 44 will return a default location ID of 0 to CMS.
Support for location IDs above 44 is expected in a future release of CMS.

Location ID for agents

An agent location ID is the ID of the agent terminal to which the agent is logged in. It is
associated with the DEFINTY port network ID to which the agent terminal is attached. An
agent cannot be assigned a location ID for reporting purposes until he or she logs into the
ACD. Available on the DEFINITY ECS R8 switches through Definity R10, MultiVantage
R11, and later switches with ATM, this capability is supported by the LOC_ID database
item in the CMS.

Location ID for trunks

The location ID for a trunk is the switch network location ID associated with a trunk. A
location ID is not directly assigned to a trunk; instead, it is assigned to a port network on
the Change Cabinet X form. Therefore, each trunk that has an equipment location that
belongs to that port network is associated with that port network’s location ID. The location
ID for trunks is supported by the LOC_ID database item in the CMS.

Look-ahead interflow calls (BSR and NCR)

CMS tracks look-ahead interflow calls and Best Service Routing (BSR) interflow calls that
are attempted and completed using database items that start with LOOK. BSR is available
with DEFINITY R6 switches through definity R10, MultiVantage R11, and later switches.
Network Call Redirection (NCR) attempts that are successful are counted as
DEFLECTCALLS. NCR is available with DEFINITY R8.3 switches through Definity R10,
MultiVantage R11, and later switches.
Look-ahead interflow calls, BSR interflow calls, and NCR calls are subsets of interflow
calls.

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Move agent while staffed

Generic 3 Version 4 switches through Definity R10, MultiVantage R11, and later switches
support moving a staffed agent between splits or changing the skill assignments for staffed
agents. If the agent has any call on the telephone or is in ACW, the move cannot take
place immediately and is pending until the agent calls have been terminated or the agent
changes out of the ACW mode. CMS provides two real-time database items in the agent
data, MOVEPENDING and PENDINGSPLIT. These database items can be used in custom
reports to provide information about whether agents have moves pending and, if so, the
split/skill to which they are being moved. Note that in the case in which the agent’s skills
are being changed and the change adds more than one skill, the PENDINGSPLIT item
shows the first skill that is being added. It is also possible for MOVEPENDING to be set but
for PENDINGSAPLIT to be blank (or 0). This can happen when the link to the switch
comes up and a move is pending for an agent. CMS will be notified by the switch that the
move is pending, but PENDINGSPLIT will not be set.

Multiple call handling

The multiple call handling (MCH) feature is available on Generic 3 Version 3 switches
through Definity R10, MultiVantage R11, and later switches. The MCH feature allows an
ACD agent to put a call on hold and push the Auto-In or Manual-In key to take another
ACD call. CMS tracks the hold state as a call state, not an agent state. This means that
hold time is counted for each call. For example, an agent who places two calls on hold for
5 minutes to answer a third call accrues 10 minutes hold time for the two calls in only 5
minutes of real clock time.

Multiple split/skill queuing

Calls can be queued to as many as three splits/skills simultaneously. For the first split/skill
to which a call queues, CMS counts an answer, outflow (leaves vector processing or is
answered by an agent in another split/skill), or abandon. For the second or third splits/skills
to which a call queues, CMS counts an answer and an inflow if the call is answered in that
split/skill. If the call is answered in another split, if the call outflows, or of the caller
abandons, CMS counts the call as dequeued.
Note:
If a call rings in a second or third split and then abandons, an inflow and
abandon are counted for that split; an outflow or dequeue is counted for the
other splits.

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Multiple split/skill queueing example

In the following Multiple-Split/Skill Queuing example, the call queues to split/skill 1 first,
then queues to split/skill 2 after 15 seconds. After another 10 seconds, the call queues to
split/skill 3. The call is now queued to splits/skills 1, 2, and 3 at the same time. See the
example for disposition of the call for all three splits if the call abandons, is answered, or is
routed to a VDN.

15 SECONDS 10 SECONDS 5 SECONDS Call disposition after

30 seconds in queue

Call queues to Call enters queue

Call enters queue
split/skill 1 for Split/Skill 3
for Split/Skill 2

Call disposition Split/skill 1 Split/skill 2 Split/skill 3

Abandoned from ABNCALLS DEQUEUECALLS DEQUEUECALLS

queue ABNTIME = 30 DEQUETIME = 15 DEQUETIME = 5
Split/skill 2 answered OUTFLOWCALLS ACDCALLS DEQUEUECALLS
OUTFLOWTIME = 30 ANSTIME = 15 DEQUETIME = 5
INFLOWCALLS
Route to VDN OUTFLOWCALLS DEQUEUECALLS DEQUEUECALLS
OUTFLOWTIME = 30 DEQUETIME = 15 DEQUETIME = 5
Abandoned from OUTFLOWCALLS ABNCALLS DEQUEUECALLS
ringing split/skill 2 OUTFLOWTIME = 30 ABNTIME = 15 DEQUETIME = 5

Outbound Call Management (OCM)

Outbound call management (OCM) calls to splits/skills are included as a subset of the ACD
call database items (talk time, ringing, ACW, and so on). OCM calls also have their own
database items, which start with O_ in the agent, split/skill, trunk, and trunk group tables.
Inbound split/skill calls can be calculated as ACDCALLS minus O_ACDCALLS. See
“Adjunct-Placed and Adjunct-Routed Calls” for more information.

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Personal call tracking

CMS tracks hold time, transfers, and conferences for personal calls (non-ACD or extension
calls). Available with G3V2 switches through Definity R10, MultiVantage R11, and later
switches.

Tracking of AUXIN and AUXOUT time

CMS separately tracks the AUXIN and AUXOUT time for calls made and received when an
agent has an ACD call on hold. These calls are now distinguished from time that is spent
on other AUXIN or AUXOUT calls.

Tracking for “Route To” calls

In the VDN database tables, connect calls and abandoned calls and their times are tracked
for calls that “route to” an extension. Call pickup calls are tracked as personal calls, even if
an ACD call is picked up by an agent in the same split/skill.

Data tracking capabilities

Personal call tracking offers the following data-tracking capabilities:

● Data is available for calls on hold, time for calls on hold, and calls abandoned from hold.
● CMS split and agent data reflect calls that are made while another call is on hold.
● Agents who place calls on hold return to their previous state before the call unless the
previous state was AVAIL. If an agent was in the AVAIL state, the agent is placed in the
OTHER state until the agent dials a valid number (if the number dialed is invalid, the
agent remains in OTHER), reconnects to the held call, or the held call abandons. When
the agent reconnects to the held call, the agent returns to the original state for the call.
● Agents do not have a HOLD state. Hold time is associated with a call that is placed on
hold. Agent states reflect the current activity of the agent.
● HOLDTIME is the time that the call spent on hold. HOLDCALLS is the number of calls
that were placed on hold at least once, and HOLDABNCALLS is the number of calls
abandoned while on hold.
● I_OTHERTIME is the time during the collection interval that the agent was doing other
work.
This includes time while in the Auto-In or Manual-In mode during which the agent put a
call on hold and performed no further action, the agent placed a call or activated a
feature, or a personal call rang with no further activity.
When an agent dials a valid extension, the agent's state changes to AUXOUT if the
agent was in AUX or OTHER, or to ACWOUT if the agent was in ACW.

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Hold tracking for supervisor assist example

The following figure shows how CMS tracks hold calls.

Agent holds call, Agent reconnects to

Agent answers ACD call dials supervisor Agent talks to supervisor held ACD call Call ends

R3V2 and later I_ACDTIME I_OTHERTIME, I_AUXOUTTIME, I_ACDTIME

CMS with G3V2 I_ACDOTHERTIME I_ACDAUX_OUTTIME
switches through
Definity R10,
MultiVantage
R11, and later
switches

Abandoned calls
In general, any call that hangs up before an agent or station answers is an abandoned call.
VDN calls, whether they are ACD calls or not, that are routed to extensions and are then
abandoned are counted as abandoned calls for the VDN. For more information see
Phantom-abandon calls on this page.

Phantom-abandon calls
In countries where central offices do not provide the switch with disconnect supervision, all
calls with talk times that are less than an administrable threshold can be counted as
abandoned calls. CMS supports a phantom-abandon call timer that can be administered to
count calls with talk times less than 10 seconds as phantom-abandon calls.

Phantom-abandon call timer

The phantom-abandon call timer can be set from 1 to 10 seconds. Any calls for which the
total talk time or connect time is less than the set number of seconds are pegged as
PHANTOMABNS, instead of ACDCALLS. The abandon time for phantom calls is as
follows:
● For splits, from the time that the call queues until the agent or answering station hangs
up.
● For VDNs, from the time the call encounters the VDN until the agent or answering
station hangs up.
● For vectors, from the time the call enters the vector until the agent or answering station
hangs up.

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When a call leaves a vector by means of a “route to split” command, the call is not
pegged as an outflow and can be pegged as a phantom- abandon call if the call duration
is shorter than the administered phantom-abandon time.

PHANTOMABNS database item

The database item PHANTOMABNS records the total number of such calls. Also, these
calls are counted as abandoned calls (ABNCALLS) rather than answered calls
(ACDCALLS). The abandon time for these calls is equivalent to the time elapsed when the
agent released the call.

Phantom-abandon call timer not enabled

When the phantom-abandon call timer is not enabled, short ACD calls are not counted as
phantom-abandons, and the values of the PHANTOMABNS database items are 0.

Phantom-abandon exceptions

Any call that is put on hold, transferred, or conferenced is not recorded as a phantom-
abandon, even if its duration is less than the setting of the phantom-abandon call timer.

Transferred and conferenced calls

With personal call tracking, CMS tracks transferred and conferenced calls as follows:
● Transferred and conferenced calls are tracked as held calls while the calls wait to be
transferred or added to a conference.
● When agents end a conference call, they return to the call state they were in before they
set up the conference.
● If an agent is talking, places the ACD call on hold to transfer the call, and then
completes the transfer, the agent goes to the AVAIL state (Auto-In) or to the ACW state
(Manual-In) following the transfer.
● Transferred or conferenced unmeasured split, trunk group, or VDN calls are now
tracked. Without personal call tracking, these calls were not tracked.

Audio difficulty
CMS records the trunk associated with audio difficulty for personal calls if the trunk group
is measured. Without personal call tracking, audio difficulty is restricted to ACD calls.

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Reserve Agent Work Time Tracking

The Reserve Agent Work Time Tracking feature is available in R3V11 or later CMS and in
DEFINITY R6 switches through Definity R10, MultiVantage R11, and later switches. The
Reserve Agent Work Time Tracking feature provides real time and historical CMS tracking
of agents administered as Reserve Level 1 agents and Reserve Level 2 agents. Reserve
agents are assigned and administered using the Business Advocate Service Level
Supervisor feature.
Business Advocate Service Level Supervisor provides options to automate staffing during
call center operation. One of these options is the ability to assign reserve agents and
overload thresholds to skills to determine when those reserve agents will be activated.
These features simplify call center management and eliminate the need for moving agents
from skill to skill to ensure coverage as call conditions change. The Reserve Agent Work
Time Tracking feature provides new split/skill and agent database items to help the call
center manager understand the utilization of reserve agents, including:
● The portion of a particular skill’s work that was performed by Reserve Agents
● The amount of an agent’s time that was spent doing Reserve Agent work
Reserve agents are eligible to take calls from a reserve skill only when that skill is in
overload 1 or 2. When the skill returns to normal, calls from that skill are not sent to reserve
agents.
Essentially, when the skill is not in overload 1 or 2, reserve agents who are logged into that
skill and not needed are “standing by.” CMS tracks this reserve agent “standby time”
separately from the time that the reserve agent is actively working in the skill. Reserve
agents’ standby time is not considered STAFFTIME for the skill. Only the time spent by
reserve agents actively working in the overloaded skill is added to the skill’s STAFFTIME.
CMS Reserve Agent Work Time Tracking considers reserve agents staffed only when
activated. You can assign reserve agents so that they can assist with skills that might
become overloaded during peak times. Reserve skills can be assigned in addition to an
agent’s standard skills or you can assign them to an agent who would not handle any calls
unless contingency operations are in effect.
For best results in tracking the activities of agents with both standard skills and reserve
skills, the standard skills should be administered first on the agent’s EAS login ID.

Reserve Agent Work Time Tracking

requirements

To use the new Reserve Agent Work Time Tracking you must have Call Management
System R3V11 or greater. You also need Definity R6 or greater with the Expert Agent
Selection and Business Advocate features activated.
For more information about the Business Advocate Service Level Supervisor feature and
required switch administration for Reserve Agents, see the Business Advocate User
Guide.

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STAFFTIME

In CMS R3V11 and later, only the time that agents spend actively working in a skill is
included in STAFFTIME. This approach provides a better idea of the number of agents
required to handle the work for the skill.
The calculation for Average Positions Staffed for a skill uses the total accumulated
STAFFTIME of all Reserve Level 1, Reserve Level 2, and Regular (Skill Level 1-16) agents
who were staffed in the skill.
Reserve Level 1 and Reserve Level 2 agents do not accumulate STAFFTIME unless the
skill is in overload 1 or 2. For example, if two regular agents and one Reserve 1 agent are
staffed in Skill 1 and the skill was in overload 1 for 15 minutes, the accumulated
STAFFTIME would be 75 minutes. The average positions staffed is 2.5:
(I_STAFFTIME) / (INTERVAL * 60)
((30 + 30 + 15) * 60) / (30 * 60) = 2.5

Reserve Agent Work Time Tracking database

items

The Split/Skill database items for the Reserve Agent Work Time Tracking feature are:

I_ACDTIME_R1 I_OTHERTIME_R1 I_AUXSTBYTIME_R1

I_ACDTIME_R2 I_OTHERTIME_R2 I_AUXSTBYTIME_R2
I_ACWTIME_R1 I_AUXTIME_R1 R1OTHERSTBY
I_ACWTIME_R2 I_AUXTIME_R2 R2OTHERSTBY
I_RINGTIME_R1 I_OTHERSTBYTIME_R1 R1INAUXSTBY
I_RINGTIME_R2 I_OTHERSTBYTIME_R2 R2INAUXSTBY

The Agent database items for the Reserve Agent Work Time Tracking feature are:

RSV_LEVEL
I_OTHERSTBYTIME
I_AUXSTBYTIME

NOTE: The Reserve Agent Work Time Tracking feature database items are available in
Business Advocate Service Level Supervisor working with R3V11 or later CMS, and
DEFINITY R6 switches through Definity R10, MultiVantage R11, and later switches.
For more information see Dictionary of CMS database items on page 107.

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Real-time Split/Skill Status items

The following items are included in the Real Time Split/Skill tables to provide real time
status of Reserve Agents:
● R1OTHERSTBY – The number of Reserve Level 1 Agents who are logged in and
available but in standby because the Skill State is Normal. The number of Reserve
Level 1 Agents in R1OTHERSTBY is not included in R1OTHER. Reserve Level 1
Agents in R1OTHERSTBY are not considered staffed, therefore, are not included in
R1STAFFED or STAFFED.
● R2OTHERSTBY – The number of Reserve Level 2 Agents who are logged in and
available but in standby because the Skill State is Normal. The number of Reserve
Level 2 Agents in R2OTHERSTBY is not included in R2OTHER. Reserve Level 2
Agents on R2OTHERSTBY are not considered staffed, therefore, are not included in
R2STAFFED or STAFFED.
● R1INAUXSTBY – The number of Reserve Level 1 Agents in AUX Work in standby
because the Skill State is Normal. The number of Reserve Level 1 Agents in
R1INAUXSTBY is not included in R1INAUX, R1STAFFED, or STAFFED.
● R2INAUXSTBY – The number of Reserve Level 2 Agents in AUX Work in standby
because the Skill State is Normal. The number of Reserve Level 2 Agents in
R2INAUXSTBY is not included in R2INAUX, R2STAFFED, or STAFFED.
Because Reserve Level Agents are considered staffed only when active, the total number
of Reserve 1 Agents logged in can be obtained as follows:
● Total R1 Agents Logged In = R1STAFFED + R1OTHERSTBY + R1INAUXSTBY
● Total R2 Agents Logged In = R2STAFFED + R2OTHERSTBY + R2INAUXSTBY

Historical Split/Skill database items

The determining factor for tracking Reserve Level 1 and Reserve Level 2 agent time at the
skill level is the condition of the skill. The database items added to the Split/Skill tables
track the amount of call-related time and non-call-related time in a skill that can be
attributed to Reserve Level 1 or Reserve Level 2 positions.
Note:
The Split/Skill database items that are related to the Reserve Agent Work
Time Tracking feature are all interval-based items. Interval-based data items
are typically used to calculate percentages, such as percentage of time
doing ACD related work for the skill or percentage of time in AUX work.

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Tracking Reserve Agents time when the skill is not in overload 1 or 2

When the skill has not exceeded the overload 1 or 2 threshold the time for Reserve Agents
in the skill is tracked as:
● I_OTHERSTBYTIME_R1 or I_OTHERSTBYTIME_R2
I_OTHERSTBYTIME_R1 or I_OTHERSTBYTIME_R2 tracks the length of time that
Reserve Agents spend logged in and not in AUX while in standby for the current skill.
This includes the time that Reserve Agents spend working on calls for other skill, while
in standby in the current skill.
● I_AUXSTBYTIME_R1 or I_AUXSTBYTIME_R2
Tracks the length of time that Reserve Agents spend in AUX work while in standby for
the current skill. This ensures that the skill does not accumulate I_AUXTIME for
agents who are not contributing to the work being done for the current skill.

Tracking Reserve Agents when the skill is in Over Threshold 1 or 2 condition

When the skill is in overload 1 or 2, the active work time for Reserve Agents in the skill will
be tracked as follows:
● ACD call-related time will be tracked as I_ACDTIME_R1/R2, I_ACWTIME_R1/R2 and
I_RINGTIME_R1/R2. This tracking continues if the skill changes from overload 1 or 2
back to Normal (until the ACD call and associated ACW work is completed).
● I_OTHERTIME_R1 or R2 is the time spent by Reserve Agents doing work for another
skill (while activated by this skill).
● I_ AUXTIME_R1 or R2 is the length of time spent by Reserve Agents in AUX while
activated by this skill. I_AUXTIME_R1 and R2 database items include all AUX related
time regardless of direction and AUX reason code.

Non-reserve Split/Skill Database Items

The following Standard Split/Skill time tracking database items include active reserve time:
● I_ACDTIME includes I_ACDTIME_R1 and I_ACDTIME_R2
● I_ACWTIME includes I_ACWTIME_R1 and I_ACWTIME_R2
● I_RINGTIME includes I_RINGTIME_R1 and I_RINGTIME_R2
● I_AUXTIME includes I_AUXTIME_R1 and I_AUXTIME_R2 (does not include
I_AUXSTBYTIME_R1 or I_AUXSTBYTIME_R2)
● I_OTHERTIME includes I_OTHERTIME_R1 and I_OTHERTIME_R2 (does not include
I_OTHERSTBYTIME_R1 or I_OTHERSTBYTIME_R2)
● I_STAFFTIME = I_AVAILTIME + I_ACDTIME + I_ACWTIME + I_AUXTIME +
I_RINGTIME + I_OTHERTIME
NOTE: The time that Reserve Agents spend logged into a skill but not active is not
included in the overall STAFFTIME for the skill.

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If necessary, you can create a custom calculation to add the time that agents spend logged
into a skill but not active into I_STAFFTIME. For example:
Total Reserve Stafftime = I_STAFFTIME + I_OTHERSTBYTIME_R1 +
I_AUXSTBYTIME_R1 + I_OTHERSTBYTIME_R2 + I_AUXSTBYTIME_R2
The following diagram shows the database items included in the Total Reserve Stafftime
calculation:
Total Reserve Stafftime
|___I_STAFFTIME
| |___I_AVAILTIME
| |___I_ACDTIME
| | |___I_ACDTIME_R1
| | |___I_ACDTIME_R2
| |___I_ACWTIME
| | |___I_ACWTIME_R1
| | |___I_ACWTIME_R2
| |___I_RINGTIME
| | |___I_RINGTIME_R1
| | |___I_RINGTIME_R2
| |___I_OTHERTIME
| | |___I_OTHERTIME_R1
| | |___I_OTHERTIME_R2
| |___I_AUXTIME
| |___I_AUXTIME_R1
| |___I_AUXTIME_R2
|___I_OTHERSTBYTIME_R1
|___I_OTHERSTBYTIME_R2
|___I_AUXSTBYTIME_R1
|___I_AUXSTBYTIME_R2

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Agent database items

Agent time for Reserve Level 1 and Reserve Level 2 Agents is not broken down into
separate database items. Because the agent tables create records for each of the skills
that an agent logs into, three database items are used to track Reserve Agent Work Time:
● RSV_LEVEL provides a way to separate the time an agent spends working as Reserve
Level 1 or Reserve Level 2 from the time the agent spends working as a regular Skill
Level 1-16 agent. At login, CMS records the agent’s Reserve Level for the skill.
Acceptable values for RSV_LEVEL are 0 for a non-reserve agent, 1 for a Reserve Level
1 Agent, and 2 for a Reserve Level 2 Agent.
The following database items are used to track the time that an agent spends logged into a
skill and in standby:
● I_OTHERSTBYTIME is the time accumulated by an agent who is logged into and
available in a skill as Reserve Level 1 or Reserve Level 2 but in standby. When the skill
is in overload 1 or 2, the agent stops accumulating I_OTHERSTBYTIME, receives the
ACD call, and begins accumulating time for the appropriate state (i.e., I_ACDTIME,
I_RINGTIME, and I_ACWTIME).
● I_AUXSTBYTIME is the time that an agent spends in AUX Work while logged into a skill
that is Normal.
Note:
Reserve Agents are not considered staffed unless activated, so
I_OTHERSTBYTIME and I_AUXSTBYTIME are not included in
I_STAFFTIME for the agent.

Tracking Reserve Agents when a skill is in a Normal condition

When a skill is Normal, the individual time a Reserve Agent spends for that skill is tracked
as:
● I_OTHERSTBYTIME – The time that an agent spends logged into the skill as Reserve
Level 1 or Reserve Level 2 but is in standby (any state except AUX).
● I_AUXSTBYTIME – The time that an agent spends logged into the skill as Reserve
Level 1 or Reserve Level 2 and is in AUX Work while in standby.

Tracking Reserve Agents when the skill is in Over Threshold 1 or 2 condition

When the skill is in overload 1 or 2, tracking of the individual Reserve Agent’s time for that
skill will be consistent with the tracking of a Regular Agent’s time. For example:
● ACD call related time in the skill will be tracked as I_ACDTIME, I_ACWTIME,
I_RINGTIME.
● I_OTHERTIME – The time that the agent spends working in another skill when activated
in this skill.
● I_AUXTIME – The time that the agent spends in AUX Work when activated in this skill.

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TI database items

No new TI items were added to the Agent Tables to support the Reserve Agent Work Time
Tracking feature. TI_STAFFTIME and TI_AUXTIME include the time even if the agent is
not needed.
The following diagram shows the database items included in the TI_STAFFTIME database
item:
TI_STAFFTIME
|__TI_AVAILTIME
|__I_ACDTIME
|__I_ACWTIME
|__I_RINGTIME
|__TI_OTHERTIME
| |__I_OTHERSTBYTIME
|__TI_AUXTIME
|__I_AUXSTBYTIME

Non-reserve Agent database items

The time that a Reserve Agent spends logged into a skill and in standby is not included in
the overall STAFFTIME for the agent. If necessary, a custom calculation can be created to
provide a total of the time the agent accumulates in I_STAFFTIME plus the time the agent
spends in standby. For example: Reserve Stafftime = I_STAFFTIME +
I_OTHERSTBYTIME + I_AUXSTBYTIME.
The following diagram shows the database items included in the Reserve Stafftime custom
calculation:
Reserve Stafftime
|__I_STAFFTIME
| |__I_AVAILTIME
| |__I_ACDTIME
| |__I_ACWTIME
| |__I_RINGTIME
| |__I_OTHERTIME
| |__I_AUXTIME
|__I_OTHERSTBYTIME
|__I_AUXSTBYTIME

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Redirect on No Answer
The Redirect on No Answer (RONA) feature is available on Generic 3 Version 2 switches
through Definity R10, MultiVantage R11, and later switches. When a ringing call times out,
the call can be requeued to the same split/skill or to a Vector Directory Number (VDN) by
the RONA feature. When redirected to the same split/skill, an outflow and an inflow are
counted for the split/skill. Thus, the redirected call appears as two offered calls to the
split/skill. The database item NOANSREDIR is also incremented. The number of unique
calls offered to the split/skill can then be calculated by subtracting the value of
NOANSREDIR from CALLSOFFERED.
Note:
This assumes that the split/skill is set up so that normal split/skill calls do not
requeue to the same split/skill except through the RONA feature. If they can
cover back to the same split/skill, each call that does this is counted as an
outflow and inflow to that same split/skill. In this case, NOANSREDIR is not
incremented.
On Generic 3 Version 4 switches through Definity R10, MultiVantage R11, and later
switches, when a ringing call times out and is routed to a VDN an outflow and
NOANSREDIR are incremented.

Ringing
CMS displays the number of agents with split/skill ACD calls and direct agent calls ringing
at their telephones. This information is meaningful only if agents’ telephones are
administered to ring rather than receive zip tone. The switch sends a message to CMS
when a call is directed to an agent and alerting begins.

Skill state
Skills can be in one of four states (unknown, normal, overload1, or overload2), based on
Expected Wait Time (EWT) threshold. Time that is spent in each state except UNKNOWN
is tracked in the split table. The state is UNKNOWN when the link is out of service or the
split is non-EAS, or when a new skill is added and the state message has not yet arrived.

Timed ACW
The timed ACW feature provides Auto-In agents with a fixed ACW period after each Auto-
In call. Timed ACW makes no changes in CMS tracking of ACW time. Timed ACW is
tracked identically to manually entered ACW or ACW that results from Manual-In calls.

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Transfer tracking
CMS tracks all transferred calls that are made by measured agents. The agent and
split/skill reports display these transfers. Transfers into a split/skill, agent, or VDN are not
tracked explicitly. For example, the party who initiates the transfer is credited with a
transfer, not the party who receives the transfer.

Time/duration tracking
In the trunk, trunk group, and VDN tables, the TIME items typically accumulate until the
trunk drops at the end of the call, unless the items are queue time, ring time, other similar
items.
In the split/skill and vector tables, the TIME items typically accumulate until the call leaves
the split/skill or vector and the disposition is known, for example, when the call outflows or
when the caller starts hearing the forced busy.

Trunk No Answer Timeout

The Trunk No Answer Timeout feature is available on Generic 3 Version 2 switches
through Definity R10, MultiVantage R11, and later switches. The trunk no answer timer
starts when the switch first seizes the trunk and stops when answer supervision is sent for
the call. If it times out, the call is dropped by the switch and the CMS counts the call as an
abandoned call.
Note:
This timer is for switches in countries that lack disconnect supervision for
trunks. The assumption is that the caller abandoned long ago.

Universal Call Identifier

The Universal Call Identifier (UCID) is available on the DEFINITY R6 switches through
Definity R10, MultiVantage R11, and later switches.
A UCID is a unique tag that is assigned to a call. The purpose of the UCID is to allow call-
related data to be collected and aggregated from multiple sources, for example, switch and
Intuity Conversant, and multiple sites. The UCID can then be used to group all the data
from various sources about a particular call.
When this feature is enabled on the switch, CMS receives the UCID that is assigned to
calls by the switch. The UCID is then stored, along with data about the call itself, by the
Call History feature, which includes either Internal or External Call History. The data is
available to both Custom Reports and the Report Designer. UCID data is stored in the call
history and agent trace tables.

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VDN active calls

The Generic 3 Version 4 switches through Definity R10, MultiVantage R11, and later
switches provide a vector conditional that is based on a count of the active calls to a VDN.
Incoming trunk calls that route directly to the VDN by Direct Inward Dialing (DID), DCS,
PRI, tie or tandem trunks, or incoming trunk calls, where the VDN is considered to be the
incoming destination, are considered active calls for a VDN. Incoming trunk night service
calls where the VDN is the night service destination, or calls that forward or cover to the
VDN, and that have not already routed to another VDN on this switch are also considered
active calls for a VDN.
The current active VDN call count is sent to the CMS, where it can be displayed on real-
time reports. Note that the switch’s count of “active” calls is not the same as the CMS count
of INPROGRESS calls in the VDN, since the definition of “active in the VDN” differs
between the switch and CMS. That is, CMS counts calls as INPROGRESS in the VDN
whether they are inbound trunk calls or internal calls and regardless of whether this is the
first VDN for the call or not.

Vector Disconnect Timer

On Generic 3 Version 2 switches through Definity R10, MultiVantage R11, and later
switches, the vector disconnect timer starts when a call begins vector processing and
stops when the call is routed successfully. This means that the call rings at a destination or
the trunk is connected to a destination. In the case of adjunct routing, the timer is stopped
when the call is routed successfully. If the timer times out, the call is dropped by the switch
and the CMS records a forced disconnect for the call.

Wait Answer Supervision Timer

The wait answer supervision timer (WAST) is started when a call begins ringing at an
agent or station. It is stopped if the call is answered, connected, or redirected. Once a
redirected call begins ringing, the timer is restarted. In the case of redirection on no
answer, if the call cannot be redirected, the WAST is restarted. If the WAST times out, the
call is dropped by the switch and the CMS records an abandon (from ringing) for the call.

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Overview
Dictionary of CMS Database Items provides a definition for each item that is contained in
one of the CMS database tables.

Organization
The database items are listed in alphabetical order.
For information on which database tables individual items are stored in, see Switch cross-
reference and capabilities that impact CMS on page 47.

Availability of database items

Unless noted in the definition of a database item, the database items defined in this
dictionary are available on all DEFINITIY Generic 3 switches, including:
● Generic 3 Version 2
● Generic 3 Version 3
● Generic 3 Version 4
● DEFINITY Release 5
● DEFINITY Release 6
● DEFINITY Release 7
● DEFINITY Release 8
● DEFINITY Release 9
● MultiVantage R11

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Dictionary of CMS database items

ABNCALLS
The ABNCALLS item is included in the following database tables:

Split/skill tables
The number of CALLSOFFERED that are abandoned while in queue or ringing at an agent
position.
When a call is abandoned while it is queued to multiple splits/skills, only the primary
split/skill increments ABNCALLS. If a split/skill ACD call is ringing at an agent and then
abandons, the split/skill that routed the call to the agent gets credit for the abandon.
ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent
or extension with talk times less than the value of the phantom-abandon call timer.
ABNCALLS = ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 + ABNCALLS5
+ ABNCALLS6 + ABNCALLS7 + ABNCALLS8 + ABNCALLS9 + ABNCALLS10
ABNCALLS includes ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS, SLVLABNS.
This is a cumulative item.

Agent tables
The number of split/skill ACD calls that are abandoned while ringing the agent’s telephone
(after being directed to the agent telephone, but before being answered). ABNCALLS
includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension
with talk times less than the value of the phantom-abandon call timer.
This is a cumulative item.

Trunk group tables

The number of calls carried by this trunk group that are abandoned by the caller before
being answered by an agent.
ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent
or extension with talk times less than the value of the phantom-abandon call timer.
This is a cumulative item.

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Trunk tables
The number of calls carried by this trunk that are abandoned by the caller before they are
answered by an agent. Direct calls to unmeasured stations that do not go through a
measured VDN or split/skill are not recorded. ABNCALLS includes all calls abandoned by
the caller that are carried by this trunk, except for direct calls to unmeasured stations that
do not go through a measured VDN or split/skill. ABNCALLS includes PHANTOMABNS,
which are ACD calls and calls routed to an agent or extension with talk times less than the
value of the phantom-abandon call timer. Calls that abandon while listening to a forced
disconnect are also included in ABNCALLS.
ABNCALLS includes ABNVECCALLS, ABNQUEUECALLS, ABNRINGCALLS, and
PHANTOMABNS.
This is a cumulative item.

Vector tables
The number of INCALLS that are abandoned while INPROGRESS for this vector. This
includes split/skill and direct agent ACD calls that abandon from queue or from ringing, and
calls that abandon from vector processing.
ABNCALLS includes ABNQUECALLS, ABNRINGCALLS, and PHANTOMABNS.
This is a cumulative item.

VDN tables
The number of INCALLS that are abandoned while INPROGRESS for this VDN. This
includes split/skill and direct agent ACD calls that abandon from queue or from ringing,
calls that abandon from vector processing, and calls that abandon after being routed to an
extension by the “route to'' vector command. ABNCALLS includes PHANTOMABNS,
which are ACD calls and calls routed to an agent or extension with talk times less than the
value of the phantom-abandon call timer.
ABNCALLS includes ABNCALLS1 through ABNCALLS10, ABNQUECALLS,
ABNRINGCALLS, PHANTOMABNS, and SLVLABNS.
This is a cumulative item.

ABNCALLS1 through ABNCALLS10

The ABNCALLS1 through ABNCALLS10 items appear in the following database tables:
Split/skill tables
The number of CALLSOFFERED that are abandoned during the collection interval in each
of the service-level increments PERIOD1 through PERIOD9, as defined on the Call Center
Administration: Split/Skill Call Profile window. If call profiles are not set, the data is stored in
the first interval (ABNCALLS1). ABNCALLS10 counts calls that abandoned after
PERIOD9.
This is a cumulative item.

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VDN tables
The number of INCALLS that are abandoned in each of the service-level increments
PERIOD1 through PERIOD9, as defined on the Call Center Administration: VDN Call
Profile Setup window. ABNCALLS10 counts calls that abandoned after PERIOD9.
This is a cumulative item.

ABNQUECALLS
The ABNQUECALLS item is included in the following database tables:

Trunk group tables

The number of ABNCALLS that are abandoned while in a split/skill or direct agent ACD
queue.
This is a cumulative item.

Vector tables
The number of ABNCALLS that are abandoned while in a split/skill or direct agent ACD
queue.
This is a cumulative item.

VDN tables
The number of ABNCALLS that are abandoned while in a split/skill or direct agent ACD
queue.
This is a cumulative item.

ABNRINGCALLS
The ABNRINGCALLS item is included in the following database tables:

Split/skill tables
The number of split/skill or direct agent ABNCALLS that are abandoned while ringing at an
agent position.
This is a cumulative item.

Trunk group tables

The number of split/skill or direct agent ABNCALLS that are abandoned while ringing at an
agent position.
This is a cumulative item.

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Vector tables
The number of split/skill or direct agent ABNCALLS that are abandoned while ringing at an
agent position.
This is a cumulative item.

VDN tables
The number of split/skill and direct agent ABNCALLS that are abandoned while ringing at
an agent.
This is a cumulative item.

ABNTIME
The ABNTIME item is included in the following database tables:

Split/skill tables
The length of time that callers waited in queue and ringing at an agent’s telephone before
abandoning the call. For phantom abandons, ABNTIME includes the total time until the
agent releases the call.
This is a cumulative item.

Agent tables
The length of time that split/skill ACD callers waited while ringing the agent’s telephone
before abandoning the call. For phantom abandons, ABNTIME includes the total time until
the agent releases the call.
This is a cumulative item.

Vector tables
The length of time that a caller spent waiting while vector steps were executed, the call
was queued and ringing before abandoning. For phantom abandons, ABNTIME includes
the total time until the agent releases the call.
This is a cumulative item.

VDN tables
The length of time that a caller spent waiting while vector steps were executed, the call
was queued and ringing before abandoning. For phantom abandon calls, ABNTIME
includes the total time from entering the VDN until the agent releases the call.
This is a cumulative item.

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ABNVECCALLS
The ABNVECCALLS item is included in the following database tables:

Trunk group tables

The number of ABNCALLS that abandoned while in vector processing. This includes
vector calls that abandoned while in queue or while ringing at an agent position. The
ABNVECCALLS item is available with the Vectoring feature.
ABNVECCALLS includes ABNQUECALLS and ABNRINGCALLS.
This is a cumulative item.

ACCEPTABLE
The ACCEPTABLE item is included in the following database tables:

Split/skill tables
The number of ACDCALLS that are answered by an agent within the predefined
acceptable service level (SERVICELEVEL) as defined on the Call Center Administration:
Split/Skill Call Profile window.
This is a cumulative item.

VDN tables
The number of ACDCALLS and CONNECTCALLS that are answered within the
acceptable service level (SERVICELEVEL) as defined on the Call Center Administration:
VDN Call Profile Setup window.
This is a cumulative item.

ACD (index)
The ACD (index) item is included in the following database tables:

Split/skill tables
The ACD number for which data was collected.
This is a row identifier item.

Agent tables
The ACD number for which data was collected.
This is a row identifier item.

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Trunk group tables

The ACD number for which data was collected.
This is a row identifier item.

Trunk tables
The ACD number for which data was collected.
This is a row identifier item.

Vector tables
The ACD number for which data was collected.
This is a row identifier item.

VDN tables
The ACD number for which data was collected.
This is a row identifier item.

Call work codes tables

The ACD number for which data was collected.
This is a row identifier item.

Agent login/logout table

The ACD number for which data was collected.
This is a row identifier item.

Agent trace table

The ACD number for which data was collected.
This is a row identifier item.

Current day configuration table

The ACD number for which data was collected.
This is a row identifier item.

Current day report table

The ACD number for which data was collected.
This is a row identifier item.

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Call record table

The ACD number for which data was collected.
This is a row identifier item.

Agent exception table

The ACD number for which data was collected.
This is a row identifier item.

Split/skill exception table

The ACD number for which data was collected.
This is a row identifier item.

Trunk group exception table

The ACD number for which data was collected.
This is a row identifier item.

VDN exception table

The ACD number for which data was collected.
This is a row identifier item.

Vector exception table

The ACD number for which data was collected.

Malicious call trace exception table

The ACD number for which data was collected.
This is a row identifier item.

Data collection exception table

The ACD number for which data was collected.
This is a row identifier item.

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ACD_RELEASE
The ACD_RELEASE item is included in the following database tables:

Agent tables
The number of split/skill ACD calls that the agent released or dropped before the far end
released. Calls that are transferred or conferenced are always recorded as agent-released
calls.
This is a cumulative item.

ACDAUXOUTCALLS
The ACDAUXOUTCALLS item is included in the following database tables:

Split/skill tables
The number of AUXOUTCALLS that agents in the split/skill placed with at least one
split/skill ACD call for this split/skill on hold. On DEFINITY Generic 3 Version 3 switches
through Definity R10, MultiVantage R11, and later switches with multiple call handling and
agents in multiple skills, the call is recorded for the skill of the last ACD call that the agent
put on hold. ACDAUXOUTCALLS includes calls placed to transfer or conference the ACD
call.
This is a cumulative item.

Agent tables
The number of AUXOUTCALLS that the agent placed with at least one split/skill or direct
agent ACD call on hold. On DEFINITY Generic 3 Version 3 switches through Definity R10,
MultiVantage R11, and later switches with multiple call handling and agents in multiple
skills, the call is recorded for the skill of the last ACD call that the agent put on hold. This
includes calls that are placed to transfer or conference the ACD call.
This is a cumulative item.

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ACDCALLS
The ACDCALLS item is included in the following database tables:

Split/skill tables
The number of CALLSOFFERED calls that are answered by an agent in the split/skill.
ACDCALLS = ACDCALLS1 + ACDCALLS2 + ACDCALLS3 + ACDCALLS4 +
ACDCALLS5 + ACDCALLS6 + ACDCALLS7 + ACDCALLS8 + ACDCALLS9 +
ACDCALLS10.
ACDCALLS includes ACCEPTABLE, ACDCALLS1 through ACDCALLS10,
ACDCALLS_R1, ACDCALLS_R2, BACKUPCALLS, CONFERENCE, HIGHCALLS,
HOLDCALLS, LOWCALLS, MEDCALLS, O_ACDCALLS, TOPCALLS, and
TRANSFERRED.
This is a cumulative item.

Agent tables
The number of calls that are queued to SPLIT and answered by this agent in this SPLIT.
ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, O_ACDCALLS and
ACD_RELEASE.
This is a cumulative item.

Trunk group tables

The number of INCALLS that are answered by an agent as a split/skill or direct agent ACD
call. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2, and BACKUPCALLS.
This is a cumulative item.

Trunk tables
The number of INCALLS that are answered by an agent as a split/skill or direct agent ACD
call. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2.
This is a cumulative item.

Vector tables
The number of split/skill and direct agent ACD calls that are answered by an agent from
“queue to,“ “check,” “messaging split/skill,” “route to,” “split/skill” or “direct agent,” and “adj
rout link” to split/skill or direct agent. ACDCALLS includes ACDCALLS_R1,
ACDCALLS_R2, and BACKUPCALLS.
This is a cumulative item.

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VDN tables
The number of split/skill and direct agent ACD calls that are answered by an agent from
“queue to”, “check”, “messaging split/skill”, “route to” split/skill or direct agent, and “adj rout
link” to split/skill or direct agent. ACDCALLS includes ACDCALLS_R1, ACDCALLS_R2,
ACCEPTABLE, ANSCONNCALLS1 through ANSCONNCALLS10, BACKUPCALLS, and
TRANSFERRED.
This is a cumulative item.

Call work codes tables

The number of times that this call work code was entered while an agent was on a split/skill
or direct agent ACD call or in call-related ACW.
This is a cumulative item.

ACDCALLS1 through ACDCALLS10

The ACDCALLS1 through ACDCALLS10 items appear in the following database tables:

Split/skill tables
The number of ACDCALLS during the collection interval that are answered in each of the
service level increments PERIOD1 through PERIOD9 as defined on the Call Center
Administration: Split/Skill Call Profile window. ACDCALLS10 is the number of calls
answered after the last increment PERIOD9. If call profiles are not set, then the data is
stored in the first interval (ACDCALLS1).
This is a cumulative item.

ACDCALLS_R1
The ACDCALLS_R1 item is included in the following database tables:

Split/skill tables
The number of ACDCALLS calls that are answered by a Reserve 1 Agent in the split/skill.
This item requires DEFINITY R6 switches through Definity R10, MultiVantage R11, and
later switches and CMS R3V9 or later.
This is a cumulative item.

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Agent tables
The number of ACDCALLS that are queued to SPLIT and answered by this Reserve 1
Agent in this SPLIT.
ACDCALLS_R1 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

Trunk group tables

The number of ACDCALLS that are answered by a Reserve 1 Agent as a split/skill ACD
call.
ACDCALLS_R1 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

Trunk tables
The number of ACDCALLS that are answered by a Reserve 1 Agent as a split/skill ACD
call.
ACDCALLS_R1 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

Vector tables
The number of ACDCALLS that are answered by a Reserve 1 Agent.
ACDCALLS_R1 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

VDN tables
The number of ACDCALLS that are answered by a Reserve 1 Agent.
ACDCALLS_R1 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

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ACDCALLS_R2
The ACDCALLS_R2 item is included in the following database tables:

Split/skill tables
The number of ACDCALLS calls that are answered by a Reserve 2 Agent in the split/skill.
ACDCALLS_R2 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

Agent tables
The number of ACDCALLS that are queued to SPLIT and answered by this Reserve 2
Agent in this SPLIT.
ACDCALLS_R2 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

Trunk group tables

The number of ACDCALLS that are answered by a Reserve 2 Agent as a split/skill ACD
call.
ACDCALLS_R2 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

Trunk tables
The number of ACDCALLS that are answered by a Reserve 2 Agent as a split/skill ACD
call.
ACDCALLS_R2 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

Vector tables
The number of ACDCALLS that are answered by a Reserve 2 Agent.
ACDCALLS_R2 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

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VDN tables
The number of ACDCALLS that are answered by a Reserve 2 Agent.
ACDCALLS_R2 requires DEFINITY R6 switches through Definity R10, MultiVantage R11,
and later switches, and CMS R3V9 or later.
This is a cumulative item.

ACDONHOLD
(real-time)
The ACDONHOLD item is included in the following database tables:

Agent tables
The number of direct agent and split/skill ACD calls that are on hold for the agent.
This is a status item.

ACDTIME
The ACDTIME item is included in the following database tables:

Split/skill tables
The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME but does not include
HOLDTIME.
This is a cumulative item.

Agent tables
The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME but does not include
HOLDTIME.
This is a cumulative item.

VDN tables
The talk time of all ACDCALLS. ACDTIME does not include HOLDTIME. ACDTIME
includes SKILLTIME1, SKILLTIME2, and SKILLTIME3.
This is a cumulative item.

Call work codes tables

The talk time of all ACDCALLS that are associated with this call work code.
This is a cumulative item.

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ACTIVECALLS
(real-time)
The ACTIVECALLS item is included in the following database tables:

VDN tables
The switch-generated count of the number of calls that are active in the VDN. This includes
only incoming trunk calls that go directly to the VDN. It does not include internal calls to the
VDN, transfers to the VDN, or calls that route to the VDN or redirect from ringing to the
VDN after having been through another VDN. The ACTIVECALLS item is available on the
DEFINITY Generic 3 Version 4 and later switches with the Vectoring feature.
This is a status item.

ACWINCALLS
The ACWINCALLS item is included in the following database tables:

Split/skill tables
The number of inbound extension calls that are received by agents while they are in ACW.
This includes ACW for split/skill, direct agent ACD calls, and ACW not associated with a
call.
This is a cumulative item.

Agent tables
The number of inbound extension calls that are received by agents while they are in ACW.
This includes ACW for split/skill, direct agent ACD calls, and ACW not associated with a
call.
This is a cumulative item.

ACWINTIME
The ACWINTIME item is included in the following database tables:

Split/skill tables
The talk time of all ACWINCALLS. ACWINTIME includes DA_ACWINTIME but it does not
include HOLDTIME.
This is a cumulative item.

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Agent tables
The talk time of all ACWINCALLS. ACWINTIME includes DA_ACWINTIME but it does not
include HOLDTIME.
This is a cumulative item.

ACWOUTADJCALLS
The ACWOUTADJCALLS item is included in the following database tables:

Split/skill tables
The number of ACWOUTCALLS that are placed by an adjunct on behalf of an agent
(keyboard-dialed). If such calls are placed to off-switch destinations, they are also counted
as ACWOUTOFFCALLS. ACWOUTADJCALLS is available with the ASAI feature.
This is a cumulative item.

Agent tables
The number of ACWOUTCALLS that are placed by an adjunct on behalf of an agent
(keyboard-dialed). If such calls are placed to off-switch destinations, they are also counted
as ACWOUTOFFCALLS. ACWOUTADJCALLS is available with the ASAI feature.
This is a cumulative item.

ACWOUTCALLS
The ACWOUTCALLS item is included in the following database tables:

Split/skill tables
The number of outbound extension calls that are placed by agents or on behalf of the
agent while they are in ACW. This includes ACW for ACD calls and ACW that is not
associated with a call. ACWOUTCALLS includes ACWOUTADJCALLS and
ACWOUTOFFCALLS.
This is a cumulative item.

Agent tables
The number of outbound extension calls that are placed by the agent or on behalf of the
agent while they are in ACW. This includes ACW for ACD calls and ACW that is not
associated with a call. ACWOUTCALLS includes ACWOUTADJCALLS,
ACWOUTOFFCALLS, and DA_ACWOCALLS.
This is a cumulative item.

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ACWOUTOFFCALLS
The ACWOUTOFFCALLS item is included in the following database tables:

Split/skill tables
The number of ACWOUTCALLS that are placed to an off-switch destination. If these calls
are placed by an adjunct on behalf of an agent while the agent is in ACW, they are also
counted as ACWOUTADJCALLS.
This is a cumulative item.

Agent tables
The number of ACWOUTCALLS that are placed to an off-switch destination. If these calls
are placed by an adjunct on behalf of an agent while the agent is in ACW, they are counted
as ACWOUTADJCALLS.
This is a cumulative item.

ACWOUTOFFTIME
The ACWOUTOFFTIME item is included in the following database tables:

Split/skill tables
The talk time of all ACWOUTOFFCALLS. ACWOUTOFFTIME does not include
HOLDTIME. ACWOUTTIME includes ACWOUTOFFTIME.
This is a cumulative item.

Agent tables
The talk time of all ACWOUTOFFCALLS. ACWOUTOFFTIME does not include
HOLDTIME. ACWOUTTIME includes ACWOUTOFFTIME.
This is a cumulative item.

ACWOUTTIME
The ACWOUTTIME item is included in the following database tables:

Split/skill tables
The talk time of all ACWOUTCALLS. ACWOUTTIME does not include HOLDTIME. It does
include talk time for ACWOUTADJCALLS, ACWOUTOFFCALLS, and time spent on calls
that are placed while in ACW that are not associated with an ACD call.
This is a cumulative item.

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Agent tables
The talk time of all ACWOUTCALLS. ACWOUTTIME does not include HOLDTIME. It does
include talk time for ACWOUTADJCALLS, ACWOUTOFFCALLS, and time spent on calls
that are placed while in ACW that are not associated with an ACD call.
This is a cumulative item.

ACWTIME
The ACWTIME item is included in the following database tables:

Split/skill tables
The length of time that agents spend in ACW that is associated with ACDCALLS.
ACWTIME includes part of ACWINTIME, ACWOUTTIME, and O_ACWTIME. Only the
ACWINTIME and ACWOUTTIME associated with calls made or received while in ACW
associated with Split/Skill ACD calls are included. This is a cumulative item.

Agent tables
The length of time that agents spend in ACW that is associated with ACDCALLS.
ACWTIME does not include the time that is spent in ACW that is not associated with an
ACD call. ACWINTIME and ACWOUTTIME associated with calls made or received while
in ACW associated with split/Skill and direct agent ACD calls are included.
This is a cumulative item.

VDN tables
The length of time that agents spend in ACW that is associated with ACDCALLS.
ACWTIME includes SKILLACWTIME1 through SKILLACWTIME3.
This is a cumulative item.

Call work codes tables

The length of time that agents spend in ACW for ACDCALLS that are associated with this
call work code.
This is a cumulative item.

Call record tables

The length of time that agents spend in ACW that is associated with this call by the
answering agent in this segment.

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ADJATTEMPTS
The ADJATTEMPTS item is included in the following database tables:

Vector tables
The number of adjunct-routing attempts for calls in this VECTOR. ADJATTEMPTS includes
ADJROUTED. ADJATTEMPTS is available with the vectoring and the ASAI feature.
This is a cumulative item.

VDN tables
The number of adjunct-routing attempts for calls in this VDN. ADJATTEMPTS includes
ADJROUTED. ADJATTEMPTS is available with the vectoring and the ASAI feature.
This is a cumulative item.

ADJROUTED
The ADJROUTED item is included in the following database tables:

Vector tables
The number of adjunct-routing calls that are redirected by an adjunct processor or host
computer. ADJROUTED is available with the Vectoring and the ASAI features.
This is a cumulative item.

VDN tables
The number of adjunct-routing calls that are redirected by an adjunct processor or host
computer. ADJROUTED is available with the Vectoring and the ASAI features.
This is a cumulative item.

ADJUNCTOUT
(real-time)
The ADJUNCTOUT item is included in the following database tables:

Trunk group tables

The number of OUTBOUND calls currently in progress that an adjunct processor
originated. The ADJUNCTOUT item is available with the ASAI feature.
This is a status item.

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AGINRING
(real-time)
The AGINRING item is included in the following database tables:

Split/skill tables
The number of agents for which split/skill or direct agent calls are currently ringing. When
an agent makes or answers a personal call while an ACD call is ringing, that position is no
longer counted in AGINRING because the agent is then on an AUXIN or AUXOUT call. On
DEFINITY Generic 3 Version 4 and later switches, agents who are talking on ACD calls
and receive a forced MCH call are counted in ONACD and are not counted in AGINRING.
This is a status item.

AGOCC
The AGOCC item is included in the following database tables:

Current day report tables

The objective maximum percentage of time that an agent will be on ACD calls. This is
known as agent occupancy.
This is an administrative item.

AGSTATE
(real-time)
The AGSTATE item is included in the following database tables:

Agent tables
The agent’s current WORKMODE and call DIRECTION, for example, AUXOUT.
This is a status item.

AGT_RELEASED
The AGT_RELEASED item is included in the following database tables:

Agent trace tables

The agent released or dropped the split/skill or direct agent ACD call, including transferred
and conferenced calls. Valid values are 0, which means that the call was not released or
dropped, and 1, which means that the call was released or dropped.

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Call record tables

The agent released or dropped the split/skill or direct agent ACD call, including transferred
and conferenced calls. Valid values are 0, which means that the call was not released or
dropped, and 1, which means that the call was released or dropped.

AGDURATION
(real-time)
The AGDURATION item is included in the following database tables:

Agent tables
The elapsed time since the last agent WORKMODE or DIRECTION change for any
split/skill. For example, if the agent goes from AUX to AUXOUT to AUX, AGTIME resets for
each DIRECTION change.
This is a status item.

AGTIME
(real-time)
The AGTIME item is included in the following database tables:

Agent tables
The elapsed time since the last agent WORKMODE change for any split/skill. This item is
not reset if the DIRECTION changes, but WORKMODE remains the same. For example, if
the agent goes from AUX to AUXOUT to AUX, AGTIME continues without resetting.
This is a status item.

ALLINUSE
(real-time)
The ALLINUSE item is included in the following database tables:

Trunk group tables

The current use status of all trunks in the trunk group. Usage for a trunk is on a call or
maintenance busy. Values for ALLINUSE are YES and NO.
This is a status item.

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ALLINUSETIME
The ALLINUSETIME item is included in the following database tables:

Trunk group tables

The length of time during the interval that all trunks in the trunk group are in use. Usage for
a trunk is on a call or maintenance busy.
This is a cumulative item.

ANI_SID
The ANI_SID item is included in the following database tables:

Malicious call trace exception table

The billing number or phone number from which the malicious call originated. ANI_SID is
available only if the switch has ANI/SID service.
This is a status item.

ANSCONNCALLS1 through ANSCONNCALLS10

The ANSCONNCALLS1 through ANSCONNCALLS10 items appear in the following
database tables:

VDN tables
The number of times that calls are answered (ACDCALLS) or connected
(CONNECTCALLS) during each of the service level increments PERIOD1 through
PERIOD9. The service level increments are defined in the Call Center Administration: VDN
Call Profile Setup window. The ANSCONNCALLS10 item counts calls answered or
connected after PERIOD9. Answered and connected calls include split/skill and direct
agent ACD calls and extension calls by a “route to” or “adj rout link” vector command.
This is a cumulative item.

ANSHOLDTIME
The ANSHOLDTIME item is included in the following database tables:
Call record tables
The total time, in seconds, for which the call was put on hold by the answering agent in this
call segment. In agent-to-agent calls, ANSHOLDTIME is accrued for the answering agent if
the agent puts the call on hold. The other agent continues to accrue talk time. Hold time
accrues for any type of call.

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ANSLOCID
The ANSLOCID item is included in the following database tables:

Call record tables

The location ID that is associated with the EXTENSION at which the answering agent
logged in. The location ID is always 0 for Definity R7 and older switches. This item requires
DEFINITY R8 switches through Definity R10, MultiVantage R11, and later switches.
This is an administrative item.

ANSLOGIN
The ANSLOGIN item is included in the following database tables:

Call record tables

The login ID of the agent who answered the call in this segment. This field is blank for
unmeasured extensions when EAS is not active.

ANSREASON
The ANSREASON item is included in the following database tables:

Call record tables

The reason code, from 0 through 9, that is associated with the answering agent’s mode if
the agent is in the AUX mode. On switches prior to the DEFINITY G3V5 or on switches
without EAS and reason codes, ANSREASON is always 0.

ANSRINGTIME
The ANSRINGTIME item is included in the following database tables:

Agent tables
The length of time that split/skill and direct agent ACD calls spent ringing at the agent’s
telephone before being answered.
This is a cumulative item.

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ANSTIME
The ANSTIME item is included in the following database tables:

Split/skill tables
The length of time that is spent by callers in queue or ringing before an agent answers the
call.
This is a cumulative item.

Vector tables
The length of time that split/skill and direct agent ACD calls waited while vector steps are
executed, in queue, and ringing before an agent answers the call. ANSTIME includes
RINGTIME.
This is a cumulative item.

VDN tables
The length of time that split/skill and direct agent ACD calls waited while vector steps are
executed, in queue, and ringing before an agent answers the call. ANSTIME includes
RINGTIME.
This is a cumulative item.

ASA
(real-time)
The ASA item is included in the following database tables:
Split/skill tables
The switch-provided rolling average speed of answer for this split/skill. The switch sends
this value to CMS whenever the value changes on the switch, such as when a call is
answered. EWT and ASA should not be expected to match. ASA gives a historical
perspective, while EWT changes constantly to match current conditions, such as queue
length and staffing changes. The ASA item is available on DEFINITY Generic 3 Version 4
and later switches with the Vectoring feature.
This is a status item.
VDN tables
The switch-provided rolling average speed of answer for this VDN. The switch sends this
value to CMS whenever the value changes on the switch when a call is answered. The
ASA item is available on DEFINITY Generic 3 Version 4 and later switches with the
Vectoring feature.
This is a status item.

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ASSIST
(real-time)
The ASSIST item is included in the following database tables:

Agent tables
A request for supervisor assistance is active for this agent for any split/skill. Values for
ASSIST are 0, which means that no request for assistance was made, and 1, which means
that the agent requested assistance.
This is a status item.

Call record tables

An indication of whether the answering agent in this call segment requested supervisor
assistance on this call. Values for ASSIST are 0, which means that no request for
assistance was made, and 1, which means that the agent requested assistance.

ASSIST_ACTV
The ASSIST_ACTV item is included in the following database tables:

Agent trace tables

The agent requested supervisor assistance (pressed the ASSIST button).

ASSISTS
The ASSISTS item is included in the following database tables:

Split/skill tables
The number of times that agents requested supervisor assistance while they were on
split/skill ACD calls, direct agent ACD calls, or in call-related ACW for this split/skill.
This is a cumulative item.

Agent tables
The number of times that agents requested supervisor assistance while they were on
split/skill ACD calls, direct agent ACD calls, or in call-related ACW for this split/skill.
This is a cumulative item.

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ATAGENT
(real-time)
The ATAGENT item is included in the following database tables:

VDN tables
The number of INPROGRESS ACD and non-ACD calls that are answered by an agent or
connected to a station.
This is a status item.

AUDIO
The AUDIO item is included in the following database tables:

Trunk group tables

The number of calls for which audio difficulty problems were reported for a trunk or for
trunks in this trunk group.
This is a cumulative item.

Trunk tables
The number of calls for which audio difficulty problems were reported for this trunk.
This is a cumulative item.

Call record tables

An indication of whether an agent in this segment reported an audio difficulty problem.
Values for AUDIO are 0, which means that no audio difficulty was reported, and 1, which
means that audio difficulty was reported.

AUXINCALLS
The AUXINCALLS item is included in the following database tables:

Split/skill tables
The number of inbound extension calls that are received by agents while they are in AUX
or AVAILABLE, or while the agents have an ACD, AUXIN, or AUXOUT call on hold.
AUXINCALLS are recorded in the SPLIT that is the OLDEST_LOGON for agents in
multiple splits/skills.
This is a cumulative item.

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Agent tables
The number of inbound extension calls that are received by agents while they are in AUX
or AVAILABLE, or while the agents have an ACD, AUXIN, or AUXOUT call on hold.
AUXINCALLS are recorded in the SPLIT that is the OLDEST_LOGON for agents in
multiple splits/skills.
This is a cumulative item.

AUXINTIME
The AUXINTIME item is included in the following database tables:

Split/skill tables
The talk time of all AUXINCALLS. AUXINTIME does not include HOLDTIME.
This is a cumulative item.

Agent tables
The talk time of all AUXINCALLS. AUXINTIME does not include HOLDTIME.
This is a cumulative item.

AUXOUTADJCALLS
The AUXOUTADJCALLS item is included in the following database tables:

Split/skill tables
The number of AUXOUTCALLS that are placed by an adjunct on behalf of an agent
(keyboard dialed). If such calls are placed to off-switch destinations, they are also counted
as AUXOUTOFFCALLS. AUXOUTADJCALLS is available with the ASAI feature.
This is a cumulative item.

Agent tables
The number of AUXOUTCALLS that are placed by an adjunct on behalf of an agent
(keyboard dialed). If such calls are placed to off-switch destinations, they are also counted
as AUXOUTOFFCALLS. AUXOUTADJCALLS is available with the ASAI feature.
This is a cumulative item.

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AUXOUTCALLS
The AUXOUTCALLS item is included in the following database tables:

Split/skill tables
The number of outbound extension calls that are placed by agents while they are in AUX or
AVAILABLE, or while the agents have an ACD, AUXIN, or AUXOUT call on hold.
AUXOUTCALLS are recorded in the SPLIT that is the OLDEST_LOGON, unless the agent
placed the call with an ACD call on hold. In this case, AUXOUTCALLS are recorded for the
split/skill of the ACD call. AUXOUTCALLS includes ACDAUXOUTCALLS,
AUXOUTADJCALLS, and AUXOUTOFFCALLS.
This is a cumulative item.

Agent tables
The number of outbound extension calls that are placed by the agent or on behalf of the
agent while the agent is in AUX or AVAILABLE, or while the agent has an ACD, AUXIN, or
AUXOUT call on hold. Calls the agent makes to transfer or conference an ACD call are
included as AUXOUT calls. AUXOUTCALLS includes ACDAUXOUTCALLS,
AUXOUTADJCALLS, and AUXOUTOFFCALLS.
For agents with multiple skills AUXOUTCALLS are recorded in the SPLIT that is the
OLDEST_LOGON, unless the agent placed the call with an ACD call on hold. In this case,
AUXOUTCALLS are recorded for the split/skill of the ACD call.
This is a cumulative item.

AUXOUTOFFCALLS
The AUXOUTOFFCALLS item is included in the following database tables:

Split/skill tables
The number of AUXOUTCALLS that are placed to a destination outside the switch. If such
calls are placed by an adjunct on behalf of an agent, they are also counted as
AUXOUTADJCALLS.
This is a cumulative item.

Agent tables
The number of AUXOUTCALLS that are placed to a destination outside the switch. If such
calls are placed by an adjunct on behalf of an agent, they are also counted as
AUXOUTADJCALLS.
This is a cumulative item.

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AUXOUTOFFTIME
The AUXOUTOFFTIME item is included in the following database tables:

Split/skill tables
The talk time of all AUXOUTOFFCALLS not including HOLDTIME. AUXOUTOFFTIME is
included in AUXOUTTIME.
This is a cumulative item.

Agent tables
The talk time of all AUXOUTOFFCALLS not including HOLDTIME. This time is included in
AUXOUTTIME.
This is a cumulative item.

AUXOUTTIME
The AUXOUTTIME item is included in the following database tables:

Split/skill tables
The talk time of all AUXOUTCALLS. AUXOUTTIME does not include HOLDTIME.
AUXOUTTIME includes AUXOUTOFFTIME.
This is a cumulative item.

Agent tables
The talk time of all AUXOUTCALLS.
AUXOUTTIME includes AUXOUTOFFTIME.
This is a cumulative item.

AUXREASON
(real-time)
The AUXREASON item is included in the following database tables:

Agent tables
The reason code that is associated with the agent’s current state. AUXREASON is blank if
the agent is not in the AUX state. On switches earlier than DEFINITY G3V5 or on switches
that do not have EAS and reason codes active, AUXREASON is zero.
This is a status item.

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Agent trace tables

The reason code that is associated with the agent’s current state. AUXREASON is blank if
the agent is not in the AUX state. On switches earlier than DEFINITY G3V5 or on switches
that do not have EAS and reason codes active, AUXREASON is zero.
This is a status item.

AVAILABLE
(real-time)
The AVAILABLE item is included in the following database tables:

Split/skill tables
The number of agents that are currently available in this split/skill.
This is a status item.

AVGAGSERV
The AVGAGSERV item is included in the following database tables:

Current day report tables

The objective average number of seconds that it takes for an agent to service a call.
This is an administrative item.

AVGSPEEDANS
The AVGSPEEDANS item is included in the following database tables:

Current day report tables

The objective average speed of answer, in seconds, for this type of call.
This is an administrative item.

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AWORKMODE
(real-time)
The AWORKMODE item is included in the following database tables:

Agent tables
The work mode that the agent is currently using. This item is identical to WORKMODE,
except when the agent is available in some, but not all, splits/skills. In this case,
AWORKMODE is set to AVAIL only if the agent is available in this SPLIT. Otherwise,
AWORKMODE is set to OTHER.
This is a status item.

BACKUPCALLS
The BACKUPCALLS item is included in the following database tables:

Split/skill tables
The number of ACDCALLS that are delivered by a vector command other than “queue to”
and answered by this split/skill plus the number of ACDCALLS that are delivered to this
split/skill by a “queue to” vector command and answered by an agent who has either
Reserve 1 or Reserve 2 skill levels assigned for this skill.
This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2
skill level assigned for a particular skill. This includes calls delivered by messaging
split/skill, check, route to split/skill or direct agent, 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 counted as
BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill
(MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does
not include direct agent calls. The BACKUPCALLS item is available with the Vectoring
feature. The Redirect on No Answer VDN routing feature is available on the DEFINITY
G3V5 switches through Definity R10, MultiVantage R11, and later switches.
This is a cumulative item.

Trunk group tables

The number of ACDCALLS that are delivered by a vector command other than “queue to”
and answered by this split/skill plus the number of ACDCALLS that are delivered to this
split/skill by a “queue to” vector command and answered by an agent who has either
Reserve 1 or Reserve 2 skill levels assigned for this skill.
This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2
skill level assigned for a particular skill. This includes calls delivered by messaging
split/skill, check, route to split/skill or direct agent, and redirect on no answer vector routing.

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Calls that are redirected back to the split/skill from ringing by the redirect on no answer
feature and are subsequently answered by an agent in the split/skill are counted as
BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill
(MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does
not include direct agent calls. The BACKUPCALLS item is available with the Vectoring
feature. The Redirect on No Answer VDN routing feature is available on the DEFINITY
G3V5 and later switches.
This is a cumulative item.

Vector tables
The number of ACDCALLS that are delivered by a vector command other than “queue to”
and answered by this split/skill plus the number of ACDCALLS that are delivered to this
split/skill by a “queue to” vector command and answered by an agent who has either
Reserve 1 or Reserve 2 skill levels assigned for this skill.
This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2
skill level assigned for a particular skill. This includes calls delivered by messaging
split/skill, check, route to split/skill or direct agent, 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 and are subsequently answered by an agent in the split/skill are counted as
BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill
(MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does
not include direct agent calls. The BACKUPCALLS item is available with the Vectoring
feature. The Redirect on No Answer VDN routing feature is available on the DEFINITY
G3V5 and later switches.
This is a cumulative item.

VDN tables
The number of ACDCALLS that are delivered by a vector command other than “queue to”
and answered by this split/skill plus the number of ACDCALLS that are delivered to this
split/skill by a “queue to” vector command and answered by an agent who has either
Reserve 1 or Reserve 2 skill levels assigned for this skill.
This allows tracking of calls that are answered by agents with a Reserve 1 or Reserve 2
skill level assigned for a particular skill. This includes calls delivered by messaging
split/skill, check, route to split/skill or direct agent, and redirect on no answer vector routing.
Calls and 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 counted as
BACKUPCALLS. To calculate the number of calls that are answered in a main split/skill
(MAINCALLS), subtract BACKUPCALLS from ACDCALLS. Note that this calculation does
not include direct agent calls. The BACKUPCALLS item is available with the Vectoring
feature. The Redirect on No Answer VDN routing feature is available on the DEFINITY
G3V5 and later switches.
This is a cumulative item.

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BH_ABNCALLS
(daily only)
The BH_ABNCALLS item is included in the following database tables:

Trunk group tables

The number of incoming calls carried by the trunk group that are abandoned by callers
during the busy hour.
This is a busy hour item.

VDN tables
The number of INCALLS that are abandoned by callers during the busy hour.
This is a busy hour item.

BH_ACDCALLS
(daily only)
The BH_ACDCALLS item is included in the following database tables:

Trunk group tables

The number of incoming calls that are carried by this trunk group during the busy hour and
are answered by an agent as split/skill or direct agent ACD calls.
This is a busy hour item.

VDN tables
The number of ACDCALLS that are completed during the busy hour.
This is a busy hour item.

BH_ACDTIME
(daily only)
The BH_ACDTIME item is included in the following database tables:

VDN tables
The talk time for ACDCALLS that are completed during the busy hour.
This is a busy hour item.

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BH_ALLINUSETIME
(daily only)
The BH_ALLINUSETIME item is included in the following database tables:

Trunk group tables

The length of time during the busy hour that all trunks in the trunk group were in use.
This is a busy hour item.

BH_BUSYCALLS
(daily only)
The BH_BUSYCALLS item is included in the following database tables:

Trunk group tables

The number of incoming calls that are carried by the trunk group during the busy hour and
are given a busy signal by the switch.
This is a busy hour item.

VDN tables
The number of INCALLS that are given a busy signal by the switch during the busy hour.
This is a busy hour item.

BH_DISCCALLS
(daily only)
The BH_DISCCALLS item is included in the following database tables:

Trunk group tables

The number of incoming calls that are carried by the trunk group during the busy hour and
are forced by the switch to disconnect.
This is a busy hour item.

VDN tables
The number of INCALLS that are disconnected by the switch during the busy hour.
This is a busy hour item.

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BH_INCALLS
(daily only)
The BH_INCALLS item is included in the following database tables:

Trunk group tables

The number of incoming calls that are carried by this trunk group and complete during the
busy hour. BH_INCALLS includes BH_ABNCALLS, BH_ACDCALLS, and
BH_OTHERCALLS.
This is a busy hour item.

BH_INTIME
(daily only)
The BH_INTIME item is included in the following database tables:

Trunk group tables

The trunk holding time of all incoming calls that are carried by this trunk group and
complete during the busy hour.
This is a busy hour item.

BH_OABNCALLS
(daily only)
The BH_OABNCALLS item is included in the following database tables:

Trunk group tables

The number of outgoing adjunct-originated calls that: are carried by the trunk group and
are abandoned during the busy hour. The BH_OABNCALLS item is available with the
ASAI feature.
This is a busy hour item.

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BH_OACDCALLS
(daily only)
The BH_OACDCALLS item is included in the following database tables:

Trunk group tables

The number of outgoing adjunct-originated ACD calls that are carried by the trunk group,
that are answered by an agent as split/skill or direct agent ACD calls, and that complete
during the busy hour. The BH_OACDCALLS is available with the ASAI feature.
This is a busy hour item.

BH_OOTHERCALLS
(daily only)
The BH_OOTHERCALLS item is included in the following database tables:

Trunk group tables

The number of outgoing calls that are carried by the trunk group during the busy hour and
are not answered or abandoned as ACD calls. BH_OOTHERCALLS include extension out
calls, outbound call management calls forced busy or forced disconnect, short outgoing
calls, and outgoing calls with unknown disposition.
This is a busy hour item.

BH_OTHERCALLS
(daily only)
The BH_OTHERCALLS item is included in the following database tables:
Trunk group tables
The number of incoming calls that are carried by the trunk group during the busy hour and
are not answered or abandoned as ACD calls. BH_OTHERCALLS includes extension in
calls, calls forced busy or disconnected, calls that outflowed off the switch, short inbound
calls, and inbound calls of unknown disposition. BH_OTHERCALLS includes
BH_BUSYCALLS and BH_DISCCALLS.
This is a busy hour item.
VDN tables
The number of OTHERCALLS that completed during the busy hour. BH_OTHERCALLS
includes forced-busy calls or force-disconnected calls, calls that outflow from the VDN, and
non-ACD calls that were answered.
This is a busy hour item.

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BH_OUTCALLS
(daily only)
The BH_OUTCALLS item is included in the following database tables:

Trunk group tables

The number of outgoing calls that are carried by the trunk group and complete during the
busy hour. BH_OUTCALLS includes BH_OABNCALLS, BH_OACDCALLS, and
BH_OOTHERCALLS.
This is a busy hour item.

BH_OUTTIME
(daily only)
The BH_OUTTIME item is included in the following database tables:

Trunk group tables

The trunk holding time of all outgoing calls that are carried by the trunk group and complete
during the busy hour.
This is a busy hour item.

BH_STARTTIME
(daily only)
The BH_STARTTIME item is included in the following database tables:

Trunk group tables

The starting time of the hour for which busy hour data was collected. The busy hour is that
set of contiguous intervals during the day totaling an hour in which the trunk holding time
for the trunk group was a maximum.
This is a busy hour item.

VDN tables
The starting time of the hour for which busy hour data was collected. The busy hour is that
set of contiguous intervals during the day totaling one hour in which the number of
INCALLS to the VDN was a maximum. This is a busy hour item.

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BH_VDNCALLS
(daily only)
The BH_VDNCALLS item is included in the following database tables:

VDN tables
The number of INCALLS to the VDN that are complete during the busy hour.
BH_VDNCALLS includes answered calls that complete, calls that abandon, calls given a
forced busy, calls that are forced to disconnect, and calls that outflow from the VDN during
the busy hour.
This is a busy hour item.

BLOCKAGE
The BLOCKAGE item is included in the following database tables:

Trunk group tables

The number of outbound call attempts that are blocked because all trunks are busy. This
item is available for G2 only and is no longer supported.
This is a cumulative item.

BSRPLAN
The BSRPLAN item is included in the following database tables:
VDN tables
The BSR numbers associated with the VDN. The BSRPLAN item is available on the
DEFINITY R6 and later switches.
This is an administrative item.

BUSYCALLS
The BUSYCALLS item is included in the following database tables:
Split/skill tables
The number of CALLSOFFERED that are given a busy signal by the switch. This occurs
when the “busy” vector command is executed while the call is queued to this split/skill and
this is the primary split/skill to which the call is queued, or if a call queued to this split/skill
forwards to another split/skill whose queue is full. A busy is given when a nonvector-
controlled split has: a full queue, no queue and no available agents, or no agents that are
staffed. This is a cumulative item.

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Trunk Group tables

The number of INCALLS that are given a busy signal by the switch. This occurs when the
“busy” vector command executes. BUSYCALLS occurs if a call is routed to a split/skill with
coverage set to “yes” and there are no agents available, the queue is full or there is no
queue, there is no coverage, and an announcement has played or the trunk is not a CO
trunk. BUSYCALLS can occur if a call is routed to a direct agent with coverage set to “yes”,
the agent is not logged in, no coverage path is administered, and an announcement has
played or the trunk is not a CO trunk. BUSYCALLS can occur without vectoring when a
split queue is full or there are no queue slots available, no busy coverage is administered
and an announcement has played, or the trunk is not a CO trunk.
This is a cumulative item.

Vector tables
The number of INCALLS that are given a busy signal by the switch. This occurs when the
“busy'' vector command executes. In addition, BUSYCALLS occurs if a call is routed to a
split/skill with coverage set to “yes” where there are no agents available, the queue is full or
there is no queue, no coverage path is administered, and an announcement has played or
the trunk is not a CO trunk. BUSYCALLS occurs if a call is routed to a direct agent with
coverage set to “yes”, the agent is not logged in, there is no coverage path administered,
and an announcement has played or the trunk is not a CO trunk.
This is a cumulative item.

VDN tables
The number of INCALLS that are given a busy signal by the switch. This occurs when the
“busy'' vector command executes. BUSYCALLS also occurs if a call is routed to a split/skill
with coverage set to “yes” where there are no agents available, the queue is full or there is
no queue, no coverage path is administered, and an announcement has played or the
trunk is not a CO trunk. BUSYCALLS occurs if a call is routed to a direct agent with
coverage set to “yes”, the agent is not logged in, there is no coverage path administered,
and an announcement has played or the trunk is not a CO trunk.
This is a cumulative item.

BUSYTIME
The BUSYTIME item is included in the following database tables:

Split/skill tables
The length of time that callers wait in queue before hearing a busy tone for all
BUSYCALLS.
This is a cumulative item.

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Vector tables
The length of time that callers wait in queue before hearing a busy tone for all
BUSYCALLS.
This is a cumulative item.

VDN tables
The duration of all BUSYCALLS before the trunk goes idle.
This is a cumulative item.

CALLER_HOLD
The CALLER_HOLD item is included in the following database tables:

Agent trace tables

An indication that the agent put the current call on hold.

CALLID
The CALLID item is included in the following database tables:

Call record tables

A unique number that is assigned to this call and all of its call segments. For conferenced
and transferred calls, two (or more) calls are associated with each other. When the entire
call is recorded, one CALLID is used to join all of the associated call segments. In “meet-
me” conferences, this may result in a “later” segment of the call starting earlier than the first
segment. CALLIDs are not strictly sequential, but will be unique for all calls recorded over
the course of a day.

CALLING_II
The CALLING_II item is included in the following database tables:

Agent trace tables

The Information Indicator (II) digits that are associated with the call. These digits are a two-
digit string that is provided by ISDN PRI to indicate the type of originating line of the caller.
These digits supply information about the originator location, for example, pay phone,
hospital, or prison. The column is blank if the call does not contain II digits. The
CALLING_II item is available on the DEFINITY R5 and later switches.

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Call record tables

The Information Indicator (II) digits that are associated with the call. These digits are a two-
digit string that is provided by ISDN PRI to indicate the type of originating line of the caller.
These digits supply information about the originator location, for example, pay phone,
hospital, or prison. The column is blank if the call does not contain II digits. The
CALLING_II item is available on the DEFINITY R5 switches through Definity R10,
MultiVantage R11, and later switches.

CALLING_LOGID
(real-time)
The CALLING_LOGID item is included in the following database tables:

Trunk tables
The login ID of the agent who originated the current call on this trunk. CALLING_LOGID is
NULL when the trunk is idle.
This is a status item.

CALLING_PTY
The CALLING_PTY item is included in the following database tables:

Agent trace tables

The calling party identification. On switches without ISDN ANI delivery, the identification is
the extension or trunk equipment location that identifies the originator of the call. On the
DEFINITY Generic 3 Version 4 and later switches with ISDN ANI delivery, the identification
is the ANI/SID. The CALLING_PTY item is blank if the trunk is not measured or, for internal
calls, if the originating extension is not measured. This field can contain up to 12 digits.

Call record tables

The calling party identification. On switches without ISDN ANI delivery, the identification is
the extension or trunk equipment location that identifies the originator of the call. On the
DEFINITY Generic 3 Version 4 and later switches with ISDN ANI delivery, the identification
is the ANI/SID. The CALLING_PTY item is blank if the trunk is not measured or, for internal
calls, if the originating extension is not measured. This field can contain up to 12 digits.

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CALLSOFFERED
The CALLSOFFERED item is included in the following database tables:

Split/skill tables
The number of calls that queued to the split/skill and that completed during the interval.
This does not include calls that could not queue to the split/skill because the queue was full
or there was no queue. CALLSOFFERED = ACDCALLS + ABNCALLS + BUSYCALLS +
DISCCALLS + OUTFLOWCALLS + DEQUECALLS.
CALLSOFFERED includes ABNCALLS, RINGCALLS, OTHERCALLS, and
INFLOWCALLS.
This is a cumulative item.

CHANGE
The CHANGE item is included in the following database tables:

Current day configuration tables

Additional change factor (percent).
This is an administrative item.

CHANGED
(real-time)
The CHANGED item is included in the following database tables:

Agent tables
The time of day at which new agent activity started. For example, when WORKMODE or
DIRECTION is changed. Valid values for CHANGED are blank and the time-of-day.
This is a status item.

CHPROF
The CHPROF item is included in the following database tables:

Current day configuration tables

The number of the call handling profile that is used.
This is an administrative item.

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COMPLETED
The COMPLETED item is included in the following database tables:

Trunk group tables

The number of OUTCALLS that are completed by being answered at the far end.
This is a cumulative item.

CONFERENCE
The CONFERENCE item is included in the following database tables:

Split/skill tables
The number of ACDCALLS that are conferenced at least once.
This is a cumulative item.

Agent tables
The number of times that the agent completed a conference. A conference is considered
completed when the agent pushes the conference key a second time.
This is a cumulative item.

Agent trace tables

An indication that the agent activated a conference. Valid values for CONFERENCE are 0,
which means that the agent did not initiate a conference, and 1, which means that the
agent did initiate a conference.

Call record tables

An indication that the answering agent initiated a conference on this call segment. Valid
values for CONFERENCE are 0, which means that the agent did not initiate a conference,
and 1, which means that the agent did initiate a conference.

CONNECTCALLS
The CONNECTCALLS item is included in the following database tables:

Trunk group tables

The number of INCALLS that are answered at a station and are not split/skill or direct
agent ACD calls.
This is a cumulative item.

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VDN tables
The number of non-ACD INCALLS that are delivered to a station extension (other than a
VDN or direct agent login ID) by a “route to” or “adj rout link” vector command and that do
not abandon. CONNECTCALLS includes ANSCONNCALLS1 through
ANSCONNCALLS10.
This is a cumulative item.

CONNECTTIME
The CONNECTTIME item is included in the following database tables:

VDN tables
The length of time that CONNECTCALLS waited before being answered.
This is a cumulative item.

CONNTALKTIME
The CONNTALKTIME item is included in the following database tables:

VDN tables
The talk time for all CONNECTCALLS. CONNTALKTIME does not include HOLDTIME.
This is a cumulative item.

CONSULTTIME
The CONSULTTIME item is included in the following database tables:

Call record tables

The length of time that an agent talks on any outbound call while in AUX work, ACW, or in
OTHER with a call on hold. This includes the time the originating agent spent talking to the
destination party while establishing a conference or transferring a call, which is the time
between presses of the transfer or conference button. CONSULTTIME includes wait time if
the agent is calling a VDN or split/skill extension, but the wait time can be subtracted out by
subtracting the DISPTIME item from CONSULTTIME.

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CWC (index)
The CWC item is included in the following database tables:

Call work codes tables

The Call Work Code for which data was collected.
This is a row identifier item.

CWC1 through CWC5

The CWC1 through CWC5 items are included in the following database tables:

Call record tables

The first, second, third, fourth, or fifth Call Work Code entered by an agent for the Call
Segment.
Items CWC1 through CWC5 are supported by the Multiple Call Work Codes per Call
Record feature implemented in CMS R3V11 and later.
This is a row identifier item.

DA_ABNCALLS
The DA_ABNCALLS item is included in the following database tables:

Agent tables
The number of direct agent ACD calls that are abandoned by callers while in queue or
ringing at an agent telephone. DA_ABNCALLS includes calls that are considered
abandoned because their talk time was less than the phantom-abandon call timer. The
DA_ABNCALLS item is available with the ASAI or EAS feature.
This is a cumulative item.

DA_ABNTIME
The DA_ABNTIME item is included in the following database tables:

Agent tables
The length of time that DA_ABNCALLS wait in queue or ring before abandoning.
DA_ABNTIME includes the time that elapses before the agent releases the call on
phantom abandon calls. DA_ABNTIME is available with the ASAI or EAS feature.
This is a cumulative item.

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DA_ACDCALLS
The DA_ACDCALLS item is included in the following database tables:

Agent tables
The number of direct agent ACD calls that the agent answers. DA_ACDCALLS is available
with the ASAI or EAS feature. DA_ACDCALLS includes DA_RELEASE.
This is a cumulative item.

DA_ACDTIME
The DA_ACDTIME item is included in the following database tables:

Agent tables
The length of time that agents spend talking on DA_ACDCALLS. DA_ACDTIME does not
include HOLDTIME. DA_ACDTIME is available with the ASAI or EAS feature.
This is a cumulative item.

DA_ACWINCALLS
The DA_ACWINCALLS item is included in the following database tables:

Split/skill tables
The number of inbound extension calls that agents answer while in ACW for direct agent
ACD calls that queued through this split/skill. DA_ACWINCALLS is available with the ASAI
or EAS feature.
This is a cumulative item.

Agent tables
The number of inbound extension calls that the agent answers while in ACW for direct
agent ACD calls. DA_ACWINCALLS is available with the ASAI or EAS feature.
This is a cumulative item.

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DA_ACWINTIME
The DA_ACWINTIME item is included in the following database tables:

Split/skill tables
The length of time that agents spent on inbound extension calls that they answered while
in ACW for direct agent ACD calls that queued through this split/skill. DA_ACWINTIME is
available with the ASAI or EAS feature for direct agent calling.
This is a cumulative item.

Agent tables
The length of time that is spent on all DA_ACWINCALLS. DA_ACWINTIME does not
include HOLDTIME. DA_ACWINTIME is available with the ASAI or EAS feature.
This is a cumulative item.

DA_ACWOADJCALLS
The DA_ACWOADJCALLS item is included in the following database tables:

Agent tables
The number of DA_ACWOCALLS that an ASAI adjunct placed on behalf of the agent. If
these calls are placed to off-switch destinations, they are also counted as
DA_ACWOOFFCALLS. The DA_ACWOADJCALLS item is available with the ASAI
feature.
This is a cumulative item.

DA_ACWO-CALLS
The DA_ACWOCALLS item is included in the following database tables:
Split/skill tables
The number of outbound extension calls that agents placed while in ACW for direct agent
ACD calls that queued through this split/skill. The DA_ACWOCALLS is available with the
ASAI or EAS features. This is a cumulative item.
Agent tables
The number of outbound extension calls that agents placed while in ACW for direct agent
ACD calls that queued through this split/skill. The DA_ACWOCALLS item is available with
the ASAI or EAS features.
DA_ACWOCALLS includes DA_ACWOADJCALLS and DA_ACWOOFFCALLS.
This is a cumulative item.

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DA_ACWOOFFCALLS
The DA_ACWOOFFCALLS item is included in the following database tables:

Agent tables
The number of DA_ACWOCALLS that are placed to an off-switch destination. If these calls
are placed by an ASAI adjunct on behalf of the agent, they are also counted as
DA_ACWOADJCALLS. The DA_ACWOOFCALLS item is available with the ASAI feature.
This is a cumulative item.

DA_ACWOOFFTIME
The DA_ACWOOFFTIME item is included in the following database tables:

Agent tables
The length of time that agents spend talking on all DA_ACWOOFFCALLS.
DA_ACWOOFFTIME does not include HOLDTIME. DA_ACWOOFFTIME is included in
DA_ACWOTIME. The DA_ACWOOFFTIME item is available the ASAI or EAS feature.
This is a cumulative item.

DA_ACWOTIME
The DA_ACWOTIME item is included in the following database tables:

Split/skill tables
The length of time that agents talk on outbound extension calls that they place while in
ACW for a direct agent ACD call. The DA_ACWOTIME item is available with the ASAI or
EAS feature.
This is a cumulative item.

Agent tables
The length of time that agents spend on DA_ACWOCALLS. DA_ACWOTIME does not
include HOLDTIME. DA_ACWOTIME includes DA_ACWOOFFTIME. The
DA_ACWOTIME item is available with the ASAI or EAS feature.
This is a cumulative item.

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DA_ACWTIME
The DA_ACWTIME item is included in the following database tables:

Agent tables
The duration of ACW that is associated with DA_ACDCALLS, including time on
DA_ACWINCALLS and DA_ACWOCALLS. The DA_ACWTIME item is available with the
ASAI or EAS feature.
This is a cumulative item.

DA_ANSTIME
The DA_ANSTIME item is included in the following database tables:

Agent tables
The length of time that calls spend in the direct agent queue and ringing before being
answered. The DA_ANSTIME item is available with the ASAI or EAS feature.
This is a cumulative item.

DA_INACW
(real-time)
The DA_INACW item is included in the following database tables:

Split/skill tables
The number of agents that are currently in ACW that is associated with direct agent calls.
This includes agents who are on ACWIN or ACWOUT calls. DA_INACW is a subset of
OTHER. The total number of agents in after call work = INACW + DA_INACW. The
DA_INACW item is available with the ASAI or EAS feature for direct agent calling.
This is a status item.

DA_INQUEUE
(real-time)
The DA_INQUEUE item is included in the following database tables:

Split/skill tables
The number of direct agent ACD calls that are currently waiting in this split/skill queue. The
DA_INQUEUE item is available with the ASAI or EAS feature. This is a status item.

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Agent tables
The number of direct agent calls that are currently waiting in any split/skill queue for this
agent. The DA_INQUEUE item is available with the ASAI or EAS feature.
This is a status item.

DA_INRING
(real-time)
The DA_INRING item is included in the following database tables:

Split/skill tables
The number of direct agent ACD calls that are currently ringing at an agent’s telephone
and that queued in this split/skill. The DA_INRING item is available with the ASAI or EAS
feature.
This is a status item.

DA_OLDESTCALL
(real-time)
The DA_OLDESTCALL item is included in the following database tables:

Split/skill tables
The length of time that the oldest direct agent ACD call has been waiting in queue or
ringing at an agent position. The DA_OLDESTCALL item is available with the ASAI or EAS
feature.
This is a status item.

Agent tables
The length of time that the oldest direct agent call has been waiting in any split/skill queue
for this agent. The DA_OLDESTCALL item is available with the ASAI or EAS feature.
This is a status item.

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DA_ONACD
(real-time)
The DA_ONACD item is included in the following database tables:

Split/skill tables
The number of agents that are currently on direct agent ACD calls. DA_ONACD is a subset
of OTHER. The total number of agents on split/skill and direct agent ACD calls is ONACD
plus DA_ONACD. The DA_ONACD item is available with the ASAI or EAS feature.
This is a status item.

DA_OTHERCALLS
The DA_OTHERCALLS item is included in the following database tables:

Agent tables
The number of direct agent calls that are redirected to another destination before they are
answered. Calls can be redirected as a result of call pickup, coverage, or Redirection on
No Answer. The DA_OTHERCALLS item is available with the ASAI or EAS feature.
This is a cumulative item.

DA_OTHERTIME
The DA_OTHERTIME item is included in the following database tables:

Agent tables
The length of time that is spent in queue or ringing by DA_OTHERCALLS before they are
redirected. The DA_OTHERTIME item is available with the ASAI or EAS feature.
This is a cumulative item.

DA_QUEUED
The DA_QUEUED item is included in the following database tables:

Call record tables

An indication of whether the call queued as a direct agent call. Valid values for
DA_QUEUED are 0, which means that the call did not queue as a direct agent call, or 1,
which means that the call did queue as a direct agent call.

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DA_RELEASE
The DA_RELEASE item is included in the following database tables:

Agent tables
The number of direct agent ACD calls that are released or dropped by the agent before the
far end releases. The DA_RELEASE item is available with the ASAI or EAS feature.
This is a cumulative item.

DA_SKILL
(real-time)
The DA_SKILL item is included in the following database tables:

Agent tables
The skill that is currently assigned as the agent’s direct agent skill. Direct agent calls to the
agent are queued to this skill. The DA_SKILL item is available with the ASAI or EAS
feature.
This is an administrative item.

DACALLS_FIRST
(real-time)
The DACALLS_FIRST item is included in the following database tables:

Agent tables
An indication of whether a percent allocated agent (PCNT) has requested direct agent
calls first to be delivered first. Valid values for DACALLS_FIRST are 0, which means that
the agent has not made the request, and 1, which means that the agent has made a
request for direct agent calls to be delivered first. The DACALLS_FIRST item is available
on the DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later
switches with the EAS or ASAI feature.
This is a administrative item.

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DEFLECTCALLS
The DEFLECTCALLS item is included in the following database tables:

Vector tables
The number of calls that are deflected to the network using Network Call Redirection
(NCR). Each NCR invoke attempt is counted in LOOKATTEMPTS and in
INTERFLOWCALLS. The DEFLECTCALLS item is available on the DEFINITY ECS R8.3
switches through Definity R10, MultiVantage R11, and later switches.
This is a cumulative item.

VDN tables
The number of calls that deflected to the network using NCR. Each NCR invoke attempt is
counted in LOOKATTEMPTS and in INTERFLOWCALLS. The DEFLECTCALLS item is
available on the DEFINITY ECS R8.3 switches through Definity R10, MultiVantage R11,
and later switches.
This is a cumulative item.

DEQUECALLS
The DEQUECALLS item is included in the following database tables:

Split/skill tables
The number of calls that queued to this split/skill as a nonprimary split/skill and whose
disposition was recorded in another split/skill as answered, abandoned, outflowed, busy, or
forced disconnect. The DEQUECALLS item is available with the Vectoring feature.
This is a cumulative item.

DEQUETIME
The DEQUETIME item is included in the following database tables:

Split/skill tables
The length of time that DEQUECALLS waited in this split/skill queue before dequeuing.
The DEQUETIME item is available with the Vectoring feature.
This is a cumulative item.

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DESTINATION
(real-time)
The DESTINATION item is included in the following database tables:

Agent tables
The type of outbound call destination for the call on which the agent is active for any
split/skill. Valid values can be PBX (internal call), OFF (external call), or as defined in the
Dictionary. If the agent is not on an outbound call, the value is blank.
This is a status item.

DIALED_NUM
The DIALED_NUM item is included in the following database tables:

Call record tables

The number that the caller dialed. This number can be up to 24 digits long. DIALED_NUM
is the VDN for inbound vectoring calls, blank for inbound calls without vectoring, and dialed
digits for outbound calls.

DIGITS_DIALED
The DIGITS_DIALED item is included in the following database tables:

Agent trace tables

The digits that the agent dialed to originate a call. Trunk access codes, feature access
codes, account codes, and authorization codes are not included.

DIRECTION
(real-time)
The DIRECTION item is included in the following database tables:

Agent tables
The direction of the call that the agent is currently handling for any split/skill. Valid values
are blank, IN, OUT, or as defined in Dictionary. If the agent is not on a call, the value is
blank (NULL).
This is a status item.

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Trunk tables
The current call direction of the trunk. Valid values are blank, IN, OUT, or as defined in
Dictionary. The value is blank (NULL) if the trunk is idle.
This is a status item.

Agent trace tables

The direction of the call that the agent is currently handling for any split/skill. Valid values
are blank, IN, OUT, or as defined in Dictionary. If the agent is not on a call, the value is
blank (NULL).

DISCCALLS
The DISCCALLS item is included in the following database tables:

Split/skill tables
The number of CALLSOFFERED that executed the “disconnect'' vector command.
DISCCALLS also includes calls that are disconnected by the switch when the vector
disconnect timer expires.
This is a cumulative item.

Trunk group tables

The number of INCALLS that are disconnected by the switch by the “disconnect” vector
command. DISCCALLS also includes calls that are disconnected by the switch when the
vector disconnect timer expires or calls that reached the end of vector processing without
being queued.
This is a cumulative item.

Vector tables
The number of INCALLS that executed the “disconnect” and “reply best” vector command.
DISCCALLS also includes calls that are disconnected by the switch when the vector
disconnect timer expires or calls that reached the end of vector processing without being
queued. DISCCALLS includes VDISCCALLS.
This is a cumulative item.

VDN tables
The number of INCALLS that were disconnected by the “disconnect” or “reply best” vector
command. DISCCALLS also includes calls that are disconnected by the switch when the
vector disconnect timer expires or calls that reached the end of vector processing without
being queued. DISCCALLS includes VDISCCALLS.
This is a cumulative item.

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DISCTIME
The DISCTIME item is included in the following database tables:

Split/skill tables
The length of time that all DISCCALLS spent in this split’s/skill’s queue. If the call is
disconnected because the vector disconnect timer expires, this is the time until the call is
disconnected by the switch.
This is a cumulative item.

Vector tables
The length of time that all DISCCALLS spent in this VECTOR. DISCTIME includes the time
that elapses until the trunk drops following the forced disconnect command, or when the
caller hangs up without listening to the entire announcement. When the caller listens to the
entire announcement, DISCTIME is the length of time until the announcement ends and
the caller is disconnected by the switch, or when the vector disconnect timer expires.
This is a cumulative item.

VDN tables
The length of time that all DISCCALLS spent in this VDN. DISCTIME includes the time that
elapses until the trunk drops following the forced disconnect command, or when the caller
hangs up without listening to the entire announcement. When the caller listens to the entire
announcement, DISCTIME is the length of time until the announcement ends and the
caller is disconnected by the switch, or when the vector disconnect timer expires.
This is a cumulative item.

DISPIVECTOR
The DISPIVECTOR item is included in the following database tables:

Call record tables

The number of the first vector that is associated with the disposition VDN (DISPVDN).

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DISPOSITION
The DISPOSITION item is included in the following database tables:

Call record tables

An indication of the call disposition. Valid values for DISPOSITION are shown in the
following table:

Values for DISPOSITION

Value Description

1 The call is connected (CONN, non-ACD call to a measured agent). A connected

call is a non-ACD call to a measured agent for which CMS receives an indication
that the call was connected.
2 The call is answered (ANS, split/skill or direct agent call answered by an agent).
An answered call is any split/skill or direct agent ACD call for which CMS
receives an indication that the call was answered by an agent and was not a
phantom abandon.
3 The call is abandoned (ABAN). An abandoned call is any ACD call in which a
caller hangs up before receiving an answer from an agent and for which CMS
receives notification that the caller abandoned. Phantom abandons
(PHANTOMABNS) are included as abandoned calls.
4 The call is interflowed (IFLOW). Interflowed calls are calls that are interflowed to
an off-switch destination
5 The call is forced busy (FBUSY). Forced busy calls are calls that CMS records
as BUSYCALLS for the trunk group that carried them. These calls can be VDN
calls that received a forced busy from the vector command or a split/skill call for
a nonvector-controlled split that received a busy indication from the switch
because the split queue was full.
6 The call is forced disconnect (FDISC). Forced disconnect calls are VDN calls
that are disconnected by the switch due to the execution of a disconnect vector
command. Forced disconnect calls also include calls disconnected because of
the vector disconnect timer or because they reached the end of vector
processing without being queued.
7 The call has another disposition (OTHER). Other calls include any other calls
that do not fall into the categories listed above. See the definition of
OTHERCALLS in this chapter for additional information.

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DISPPRIORITY
The DISPPRIORITY item is included in the following database tables:

Call record tables

The priority that the call had at its disposition in this segment. Priorities can be:

Values for DISPPRIORITY

Value Description

1 No priority was assigned to the call. This disposition applies

to switches that do not have the Vectoring feature.
2 The call was a priority call. This disposition applies to
switches that do not have the Vectoring feature.
3 The call was assigned a low priority (LOW).
4 The call was assigned a medium priority (MED).
5 The call was assigned a high priority (HIGH).
6 The call was assigned a top priority (TOP).

If the call is never queued to a split/skill, the priority is not set. With the Vectoring feature,
calls directed to split/skills using “route to” or “messaging split/skill” commands and calls
directly routed to splits/skills without going through a vector have a MED priority or HIGH
priority, depending on the class of restriction of the originator of the call. The originator of
the call can be an agent, an extension, a trunk group, or a VDN.

DISPSKLEVEL
The DISPSKLEVEL item is included in the following database tables:

Call record tables

The skill level, from 1 through 16, that is associated with the skill in which the agent
answered the call or, for calls that abandoned from ringing or from a direct agent queue,
associated with the agent from whom the call abandoned.

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DISPSPLIT
The DISPSPLIT item is included in the following database tables:

Call record tables

The number of the split/skill that is associated with the call at its disposition in this call
segment. Calls that are not queued to a split/skill at the time of disposition have
DISPSPLIT set to null. Calls that are queued to an unmeasured split/skill at the time of
disposition have DISPSPLIT set to zero.

DISPTIME
The DISPTIME item is included in the following database tables:

Call record tables

The wait time in the vector, in queue, and ringing that elapses until the disposition is
recorded in DISPOSITION for the segment. For extension calls that are placed directly to
agents and not through a VDN, this is always zero.

DISPVDN
The DISPVDN item is included in the following database tables:

Call record tables

The number of the VDN that is associated with the call at its disposition for this call
segment. DISPVDN is blank for calls that are not associated with a VDN at their
disposition.

DURATION
(real-time)
The DURATION item is included in the following database tables:

Agent tables
The length of time of the current WORKMODE and DIRECTION for this SPLIT. For
example, the length of time in current AGSTATE for this SPLIT, in which case, if the agent
goes from AUX to AUXOUT and back to AUX, DURATION restarts with each change in
work mode.
This is a status item.

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Trunk tables
The length of time that the trunk has been in TKSTATE.
This is a status item.

Agent trace tables

The length of time of the current WORKMODE and DIRECTION for this SPLIT. For
example, the length of time in current AGSTATE for this SPLIT, in which case, if the agent
goes from AUX to AUXOUT and back to AUX, DURATION restarts with each change in
work mode.

Call record tables

The total time that the trunk was in use. This is the overall trunk holding time from the
beginning of the call segment until the caller is disconnected. For the first segment of a
call, this is the trunk holding time for the caller for the entire call, from the time the trunk is
seized until the trunk is idle. With a transfer, the original trunk remains associated with both
call segments until the call ends.

Data collection exception table

The length of time for which data collection was off.

EQLOC
The EQLOC item was modified with R3V8 CMS to be only eight characters long. It is nine
characters long in earlier releases of CMS.
The EQLOC database item appears in the following tables.

Trunk tables
The physical equipment location, or trunk number, for which data was collected.
In the trunk tables, EQLOC is an index item.
This is an administrative item.

Call record tables

The physical equipment location, or trunk number, for which data was collected or for
which the exception occurred. This is blank if the trunk is not measured.
This is an administrative item.

Trunk group exception table

The physical equipment location, or trunk number, for which data was collected or the
exception occurred. This is an administrative item.

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Malicious call trace exception table

The physical equipment location, or trunk number, for which data was collected or for
which the exception occurred. This is blank if the trunk is not measured.
This is a administrative item.

EVENT1 through EVENT9

The EVENT1 through EVENT9 items appear in the following database tables:

Split/skill tables
The number of times each event (stroke count) feature button (feature button 1 to 9) was
pressed by agents on split/skill or direct agent ACD calls or in after call work associated
with an ACD call for this split/skill.
This is a cumulative item.

Agent tables
The number of times each event, or stroke count, feature button from 1 to 9 was pressed
while the agent was on an ACD call or in call-related ACW.
This is a cumulative item.

Call record tables

The number of times each event, or stroke count, feature button from 1 to 9 was entered
for this call segment.

EVENT_TIME
The EVENT_TIME item is included in the following database tables:

Agent trace tables

The time of day, in hour, minute, and second format, at which the WORKMODE or
DIRECTION changed.

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EWTHIGH
(real-time)
The EWTHIGH item is included in the following database tables:

Split/skill tables
The switch-calculated expected wait time (EWT) for calls that are queued at high priority in
this split/skill. The EWT is an estimate of how long a caller will wait in queue at HIGH
priority until being served. Time that is spent ringing at the agent is not included in this
estimate. EWT and ASA should not be expected to match. ASA gives a historical
perspective, whereas EWT changes constantly to match the current conditions on the
switch, such as queue length and staffing changes. The EWTHIGH item is available on
DEFINITY Generic 3 Version 4 switches through Definity R10, MultiVantage R11, and later
switches with the Vectoring feature.
This is a status item.

EWTLOW
(real-time)
The EWTLOW item is included in the following database tables:

Split/skill tables
The switch-calculated EWT for calls that are queued at low priority in this split/skill. The
EWT is an estimate of how long a caller will wait in queue at LOW priority until being
served. Time that is spent ringing at the agent is not included in this estimate. EWT and
ASA should not be expected to match. ASA gives a historical perspective, whereas EWT
changes constantly to match the current conditions on the switch, such as queue length
and staffing changes. The EWTLOW item is available on DEFINITY Generic 3 Version 4
switches through Definity R10, MultiVantage R11, and later switches with the Vectoring
feature.
This is a status item.

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EWTMEDIUM
(real-time)
The EWTMEDIUM item is included in the following database tables:

Split/skill tables
The switch-calculated EWT for calls that are queued at medium priority in this split/skill.
The EWT is an estimate of how long a caller will wait in queue at MED priority until being
served. Time that is spent ringing at the agent is not included in this estimate. EWT and
ASA should not be expected to match. ASA gives a historical perspective, whereas EWT
changes constantly to match the current conditions on the switch, such as queue length
and staffing changes. The EWTMED item is available on DEFINITY Generic 3 Version 4
and switches through Definity R10, MultiVantage R11, and later switches with the
Vectoring feature.
This is a status item.

EWTTOP
(real-time)
The EWTTOP item is included in the following database tables:

Split/skill tables
The switch-calculated EWT for calls that are queued at top priority in this split/skill. The
EWT is an estimate of how long a caller will wait in queue at TOP priority until being
served. Time that is spent ringing at the agent is not included in this estimate. EWT and
ASA should not be expected to match. ASA gives a historical perspective, whereas EWT
changes constantly to match the current conditions on the switch, such as queue length
and staffing changes. The EWTTOP item is available on DEFINITY Generic 3 Version 4
switches through Definity R10, MultiVantage R11, and later switches with the Vectoring
feature.
This is a status item.

EXT_CALL_ORIG
The EXT_CALL_ORIG item is included in the following database tables:

Agent trace tables

An indication that the agent originated an external, off-switch call.

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EXTENSION
The EXTENSION item is included in the following database tables:

Agent tables
The extension number for which data was collected.
This is an administrative item.

Trunk tables
The extension to which this trunk is currently queued, ringing, or connected.
In the trunk tables, EXTENSION is a real-time item. This is a status item.

EXTN
The EXTN item is included in the following database tables:

Agent login/logout tables

The extension number of the station that the agent uses to log in.

EXTYPE
The EXTYPE item is included in the following database tables:

Agent exception table

The type of exception that occurred. Valid values for EXTYPE in the agent exception table
are:

EXTYPE in the agent exception table

Value Type

1 Time available
2 Minimum time on an inbound ACD call
3 Maximum time on an inbound ACD call
4 Time in ACW
5 Time on an outbound ACW call
6 Time on an inbound ACW call

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EXTYPE in the agent exception table (Continued)

Value Type

7 Time in AUX work

8 Time on an outbound AUX call
9 Time on an inbound AUX call
10 Number of outbound ACW calls per agent
11 Number of inbound ACW calls per agent
12 Number of outbound AUX calls per agent
13 Number of inbound AUX calls per agent
14 Login identification
15 Time the ACD call spent on hold
16 Number of ACD calls placed on hold
17 Number of ACD calls abandoned while on hold
18 Minimum time on an outbound ACD call
19 Maximum time on an outbound ACD call
20 Number of calls transferred
21 Time on an external outbound ACW call
22 Time on an external outbound AUX call
23 Time on a direct agent call
24 Number of external outbound ACW calls per agent
25 Number of external outbound AUX calls per agent
26 Time an ACD call spends ringing
27 Multiple logins on same extension
28 Ringing call was automatically redirected from the agent
29 Agent logged out with active or held calls
30 Number of calls in the direct agent queue
31 Time the call waited in the direct agent queue
32 Number of calls that abandoned from the direct agent queue
34 Number calls that outflowed from the direct agent queue

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EXTYPE in the agent exception table (Continued)

Value Type

38 Number of calls that the agent transferred

48 Logout attempt without a valid reason code
49 Agent could not be logged in
59 AUX attempt without a valid reason code
60 Time in AUX with a reason code of 0 (default)
61 Time in AUX with a reason code of 1
62 Time in AUX with a reason code of 2
63 Time in AUX with a reason code of 3
64 Time in AUX with a reason code of 4
65 Time in AUX with a reason code of 5
66 Time in AUX with a reason code of 6
67 Time in AUX with a reason code of 7
68 Time in AUX with a reason code of 8
69 Time in AUX with a reason code of 9
98 Agent was denied login to some skills
99 Invalid call work code was entered

Split/skill exception table

The type of exception that occurred. Valid values for EXTYPE in the split/skill exception
table are:

EXTYPE in the split/skill exception table

Value Type

30 Number calls waiting

31 Time the call waited in queue
32 Number of calls that abandoned
33 Number of intraflowed-in calls
34 Number of intraflowed-out calls

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EXTYPE in the split/skill exception table (Continued)

Value Type

35 Number interflowed-out calls

36 Number of calls that were offered while the queue was full
37 Number of calls handled as backup
38 Number calls that were transferred
39 Average speed of answer in seconds
40 Rolling average speed of answer in seconds
41 EWT for TOP priority calls
42 EWT for HIGH priority calls
43 EWT for MED priority calls
44 EWT for LOW priority calls

Trunk group exception table

The type of exception that occurred. Valid values for EXTYPE are:

EXTYPE in the trunk group exception table

Value Type

50 Minimum time the trunk was in use

51 Maximum time the trunk was in use
52 Number of trunks in use
53 Time that any trunk was in the maintenance busy state
54 Number of trunks that are in the maintenance busy state
55 Length of time that all trunks are busy
56 Number of trunk failures in the trunk group
57 Number failures on a single trunk
58 Audio difficulty on a trunk

VDN exception table

The type of exception that occurred. Valid values for EXTYPE in the VDN exception table
are:

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EXTYPE in the VDN exception table

Value Type

2 Minimum time at an agent

3 Maximum time at an agent
30 Number of calls in an ACD split queue
32 Number of calls that abandoned while in vector processing
33 Number of calls that flowed into the VDN
34 Number of calls that flowed out of the VDN
35 Number of calls that interflowed out of the VDN
37 Number of calls that were handled by a backup split
71 Maximum time that is spent in vector processing
72 Number calls that were forced busy
73 Number of calls that were disconnected
74 Number of unsuccessful lookahead attempts
75 Adjunct routing was attempted
76 Rolling average speed of answer

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Vector exception table

The type of exception that occurred. Valid values for EXTYPE in the vector exception table
are:

EXTYPE in the vector exception table

Value Type

30 Number of calls in an ACD split/skill queue

32 Number of calls that abandoned while in the vector
72 Number of calls that were forced busy
73 Number calls that were disconnected
74 Number unsuccessful lookahead interflow, BSR, and NCR
attempts
75 Number of unsuccessful adjunct routing attempts
81 Maximum time that is spent in the vector

FAGINRING
(real-time)
The FAGINRING item is included in the following database tables:

Split/skill tables
The number of flex agents (agents whose role is BCKP, ALLC, or ROVE) to whom this skill
ACD call is ringing.
This is a status item.

FAVAILABLE
(real-time)
The FAVAILABLE item is included in the following database tables:

Split/skill tables
The number of flex agents who are available to receive calls.
This is a status item.

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FAILURES
The FAILURES item does not apply to DEFINITY Generic 3 switches through Definity R10,
MultiVantage R11, and later switches. For these switches, FAILURES is not populated
because trunks that fail are automatically placed in the maintenance busy state.

FCALLS
The FCALLS item is included in the following database tables:

Current day report tables

The number of forecast calls carried.

FINACW
(real-time)
The FINACW item is included in the following database tables:

Split/skill tables
The number of flex agents who are in ACW for this skill.
This is a status item.

FINAUX
(real-time)
The FINAUX item is included in the following database tables:

Split/skill tables
The number of flex agents who are in AUX for this skill.
This is a status item.

FIRSTVDN
The FIRSTVDN item is included in the following database tables:

Call record tables

The number of the first VDN that is associated with the call segment. This is blank for calls
that are not associated with a VDN.

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FIRSTIVECTOR
The FIRSTIVECTOR item is included in the following database tables:

Call record tables

The number of the first vector that is associated with the first VDN for the call segment.
This is blank if no vector is involved.

FMETHOD
The FMETHOD item is included in the following database tables:

Current day configuration tables

The type of trending used for forecast. Valid values for FMETHOD are 0, which means that
no trending is used, 1, which means that seasonal trending is used, and 2, which means
that current trending is used.
This is an administrative item.

FONACD
(real-time)
The FONACD item is included in the following database tables:

Split/skill tables
The number of flex agents who are on ACD calls for this skill.
This is a status item.

FOTHER
(real-time)
The FOTHER item is included in the following database tables:

Split/skill tables
The number of flex agents who are in the OTHER work state.
This is a status item.

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FSTAFFED
(real-time)
The FSTAFFED item is included in the following database tables:

Split/skill tables
The number of agents who are staffing this skill as other than top or reserve agents.
This is a status item.

GNAGINRING
(real-time)
The GNAGINRING item is included in the following database tables:

Split/skill tables
The number of greatest need agents logged into the split/skill who currently have ACD
calls ringing. GNAGINRING is available with DEFINITY R6 or later with EAS.
This is a status item.

GNAVAILABLE
(real-time)
The GNAVAILABLE item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are logged into the split/skill and available in the
split/skill. The GNAVAILABLE item is available on the DEFINITY ECS R6 switches through
Definity R10, MultiVantage R11, and later switches with EAS. This is a status item.

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GNINACW
(real-time)
The GNINACW item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are logged into the split/skill and in ACW. This
includes agents on call-related ACW, on ACWIN or ACWOUT calls, and agents who are in
ACW that is not associated with an ACD call. The GNINACW item is available on the
DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later switches
with EAS.
This is a status item.

GNINAUX
(real-time)
The GNINAUX item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are logged into the split/skill in AUX on inbound
or outbound extension calls. The GNINAUX item is available on the DEFINITY ECS R6
switches through Definity R10, MultiVantage R11, and later switches with EAS.
This is a status item.

GNINAUX0
(real-time)
The GNINAUX0 item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently in AUX with a reason code of 0
(zero) for all splits/skills, including greatest need agents on AUXIN or AUXOUT calls. On
the DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later
switches with the EAS feature and reason codes active, reason code 0 (zero) is used for
“system” AUX work. On switches earlier than the DEFINITY ECS R6 and on switches
without EAS, GNINAUX0 is the same as GNINAUX.
This is a status item.

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GNINAUX1 through GNINAUX9

(real-time)
The GNINAUX1 through GNINAUX9 items appear in the following database tables:

Split/skill tables
The number of greatest need agents who are currently in AUX with the reason codes 1
through 9 for all splits/skills, including greatest need agents on AUXIN or AUXOUT calls.
The GNINAUX1 through GNINAUX9 items are available on the DEFINITY ECS R6
switches through Definity R10, MultiVantage R11, and later switches with EAS and reason
codes.
This is a status item.

GNONACD
(real-time)
The GNONACD item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently on inbound and outbound ACD
calls to this split/skill. The GNONACD item is available on the DEFINITY ECS R6 switches
through Definity R10, MultiVantage R11, and later switches with EAS.
This is a status item.

GNONACDAUXOUT
(real-time)
The GNONACDAUXOUT item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently on AUXOUT calls with an ACD call
on hold for this split/skill. For greatest need agents in multiple skills with multiple call
handling, the last call the agent put on hold was for this skill. The GNONACDAUXOUT
item is available on the DEFINITY ECS R6 switches through Definity R10, MultiVantage
R11, and later switches with EAS.
This is a status item.

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GNONACDOUT
(real-time)
The GNONACDOUT item is included in the following database tables:

Split/skill tables
The number of greatest need agents that are currently on outbound calls that were placed
by an adjunct to this split/skill. GNONACDOUT is available with the ASAI feature.
This is a status item.

GNONACWIN
(real-time)
The GNONACWIN item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently in ACW for this split/skill and on
inbound extension calls. These greatest need agents are also counted in INACW.
GNONACWIN includes agents who are receiving extension calls while in ACW that is
associated with split/skill ACD calls and while in ACW that is not associated with an ACD
call. The GNONACWIN item is available on the DEFINITY ECS R6 switches through
Definity R10, MultiVantage R11, and later switches with EAS.
This is a status item.

GNONACWOUT
(real-time)
The GNONACWOUT item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently in ACW for this split/skill and on
outbound extension calls. These greatest need agents are also counted in INACW.
GNONACWOUT includes agents who are making extension calls while in ACW that is
associated with split/skill ACD calls and while in ACW that is not associated with an ACD
call. The GNONACWOUT item is available on the DEFINITY ECS R6 switches through
Definity R10, MultiVantage R11, and later switches with EAS.
This is a status item.

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GNONAUXIN
(real-time)
The GNONAUXIN item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently in AUX work, AVAILABLE, have an
ACD, AUXIN, or AUXOUT call on hold, and are on inbound extension calls where SPLIT is
OLDEST LOGON. The GNONAUXIN item is available on the DEFINITY ECS R6 switches
through Definity R10, MultiVantage R11, and later switches with EAS.
This is a status item.

GNONAUXOUT
(real-time)
The GNONAUXOUT item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently in AUX work, AVAILABLE, have an
ACD, AUXIN, or AUXOUT call attributed to this split/skill on hold, and are on outbound
extension calls. The GNONAUXOUT item is available on the DEFINITY ECS R6 switches
through Definity R10, MultiVantage R11, and later switches with EAS.
This is a status item.

GNDA_INACW
(real-time)
The GNDA_INACW item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently ACW that is associated with direct
agent calls, including greatest need agents who are on ACWIN or ACWOUT calls.
GNDA_INACW is a subset of GNOTHER. The total number of agents in ACW equals
GNINACW plus GNDA_INACW. The GNDA_INACW item is available on the DEFINITY
ECS R6 switches through Definity R10, MultiVantage R11, and later switches with the
ASAI or EAS feature.
This is a status item.

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GNDA_ONACD
(real-time)
The GNDA_ONACD item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently on direct agent ACD calls.
GNDA_ONACD is a subset of GNOTHER. The total number of greatest need agents on
split/skill and direct agent ACD calls equals GNONACD plus GNDA_ONACD. The
GNDA_ONACD item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the ASAI or EAS feature.
This is a status item.

GNOTHER
(real-time)
The GNOTHER item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are doing other work. Agent POSITIONS show
up in OTHER directly after the link to the switch is initiated and directly after the agents log
in before the CMS is notified of the agent’s work state.
While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount
of time that is spent doing any of the following:
● An agent puts any call on hold and performs no further action.
● The agent is on a direct agent call or in ACW for a direct agent call.
● The agent is dialing to place a call or to activate a feature.
● An extension call or a direct agent ACD call is ringing with no other activity.
● The length of time agents were logged into multiple splits/skills and doing work for a
split/skill other than this one.
With the EAS feature and multiple call handling, agents are available in other multiple call
handling skills, but not in this skill. The GNOTHER item is available on the DEFINITY ECS
R6 switches through Definity R10, MultiVantage R11, and later switches with EAS.
This is a status item.

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GNSKILL
(real-time)
The GNSKILL item is included in the following database tables:

Agent tables
The skill level that is assigned so that the greatest need agent handles calls in the
preferred order. The agent’s first-administered, highest-level, measured skill is the greatest
need skill, in which a skill level of 1 is the highest call handling preference and skill level 16
is the lowest skill level preference. The GNSKILL item is available on the DEFINITY ECS
R6 switches through Definity R10, MultiVantage R11, and later switches with EAS.
This is an administrative item.

GNSTAFFED
(real-time)
The GNSTAFFED item is included in the following database tables:

Split/skill tables
The number of greatest need agents who are currently staffed in SPLIT. The GNSTAFFED
item is available on the DEFINITY ECS R6 switches through Definity R10, MultiVantage
R11, and later switches with EAS.
This is a status item.

GOTOCALLS
The GOTOCALLS item is included in the following database tables:

Vector tables
The number of OUTFLOWCALLS that are redirected to another vector by way of a “go to
vector'' command.
This is a cumulative item.

GOTOTIME
The GOTOTIME item is included in the following database tables:
Vector tables
The time that all GOTOCALLS spent in this vector before being redirected to another
vector. This is a cumulative item.

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HDATE1 through HDATE4

The HDATE1 through HDATE4 items appear in the following database tables:

Current day configuration tables

The date of the first (HDATE1), second (HDATE2), third (HDATE3), and fourth (HDATE4)
days of historical data that is to be used.
This is an administrative item.

HELD
The HELD item is included in the following database tables:

Call record tables

The total number of times that this call was placed on hold by the answering agent in this
call segment. With agent-to-agent calls, this count is incremented for the agent who puts
the call on hold but not for the calling agent. The HELD item applies to all of the calls that
the agent puts on hold.

HIGHCALLS
The HIGHCALLS item is included in the following database tables:
Split/skill tables
The number of ACDCALLS with high priority that are answered by agents in this split/skill,
for example, answered calls that are queued to the split/skill with high priority by a “queue
to” or “check” vector command. This includes calls that are queued to a split/skill with
priority using the “route to” or “messaging split/skill” vector commands, and calls that
queued directly to a split/skill with priority. Priority in these cases is determined by the class
of restriction of the originator, which is an agent, an extension, a trunk group or a VDN. The
HIGHCALLS item is available with the Vectoring feature.
This is a cumulative item.

HOLDABN
The HOLDABN item is included in the following database tables:
Call record tables
An indication of whether this call abandoned from hold in this call segment. Valid values for
HOLDABN are 0, which means that the call did not abandon from hold, and 1, which
means that “yes” the call did abandon from hold. The HOLDABN item applies to all of the
calls that the agent put on hold.

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HOLDABNCALLS
The HOLDABNCALLS item is included in the following database tables:

Split/skill tables
The number of times that split/skill ACD callers abandoned the call while on hold.
This is a cumulative item.

Agent tables
The number of times that callers abandoned while on hold. The HOLDABNCALLS item
applies to all of the calls that the agent put on hold.
This is a cumulative item.

VDN tables
The number of times that callers abandoned while on hold. The HOLDABNCALLS item
applies to all of the calls that the agent put on hold.
This is a cumulative item.

HOLDACDCALLS
The HOLDACDCALLS item is included in the following database tables:

VDN tables
The number of split/skill or direct agent ACD calls that are placed on hold at least one time.
This is a cumulative item.

HOLDACDTIME
The HOLDACDTIME item is included in the following database tables:

Agent tables
The length of time that split/skill and direct agent ACD calls spend on hold at the agent’s
telephone. This includes time that the agent spends on AUXIN or AUXOUT calls with the
ACD call on hold.
This is a cumulative item.
VDN tables
The length of time that split/skill or direct agent ACD callers spend on hold.
This is a cumulative item.

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HOLDCALLS
The HOLDCALLS item is included in the following database tables:

Split/skill tables
The number of split/skill ACD calls that are placed on hold at least once.
HOLDCALLS includes HOLDABNCALLS.
This is a cumulative item.

Agent tables
The number of calls that are placed on hold at least once. HOLDCALLS includes
HOLDABNCALLS. The HOLDCALLS item applies to all of the calls that the agent put on
hold.
This is a cumulative item.

VDN tables
The number of calls that are placed on hold at least once. HOLDCALLS includes
HOLDABNCALLS and HOLDACDCALLS. The HOLDCALLS item applies to all of the calls
that the agent put on hold.
This is a cumulative item.

HOLDTIME
The HOLDTIME item is included in the following database tables:

Split/skill tables
The length of time that split/skill ACD callers spend on hold.
This is a cumulative item.

Agent tables
The length of time that split/skill ACD callers spend on hold. HOLDTIME includes
HOLDACDTIME.
This is a cumulative item.

VDN tables
The length of time that callers spend on hold. HOLDTIME includes HOLDACDTIME.
HOLDTIME applies to all of the calls that the agent puts on hold.
This is a cumulative item.

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I_ACDAUXINTIME
The I_ACDAUXINTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were talking on AUXIN calls
with a split/skill ACD call on hold where SPLIT is OLDEST_LOGON.
This is a cumulative item.

Agent tables
The length of time during the collection interval that the agent spent talking on AUXIN calls
with at least one split/skill or direct agent ACD call on hold. For agents in multiple
splits/skills, this time is recorded in the record in which SPLIT is OLDEST_LOGON.
This is a cumulative item.

I_ACDAUX_OUTTIME
The I_ACDAUX_OUTTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents spent dialing and talking on
AUXOUT calls with a split/skill ACD call for this split/skill on hold. In a multiple call handling
environment with agents in multiple skills, the ACD call for this skill must have been the last
ACD call to have been put on hold before the agent placed the AUXOUT call.
This is a cumulative item.

Agent tables
The length of time during the collection interval that the agent spent dialing and talking on
AUXOUT calls with at least one split/skill or direct agent ACD call on hold.
This is a cumulative item.

I_ACDOTHERTIME
The I_ACDOTHERTIME item is included in the following database tables:
Split/skill tables
The length of time during the collection interval that agents spent in the OTHER state with
a split/skill ACD call on hold. Instances of the OTHER state include, dialing an outgoing
call, a ringing extension call, or having calls on hold and with no other state selected.
This is a cumulative item.

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Agent tables
The length of time during the collection interval that the agent spent in the OTHER state
with at least one split/skill or direct agent ACD call on hold. Instances of the OTHER state
include, dialing an outgoing call, a ringing extension call, or having calls on hold and with
no other state selected.
This is a cumulative item.

I_ACDTIME
The I_ACDTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were on split/skill ACD calls.
I_ACDTIME includes time on O_ACDCALLS and ACDCALLS. I_ACDTIME includes
I_ACDTIME_R1 and I_ACDTIME_R2 when reserve agents are used.
I_ACDTIME_R1 and I_ACDTIME_R2 are available with Advocate Service Level
Supervisor working with CMS R3V11 or later.
This is a cumulative item.

Agent tables
The length of time during the collection interval that the agent was talking on ACD calls for
this SPLIT.
I_ACDTIME includes time on O_ACDCALLS. I_ACDTIME does not include HOLDTIME.
This is a cumulative item.

I_ACDTIME_R1
The I_ACDTIME_R1 item appears in the following database table:

Split/skill tables
The time during the collection interval that Reserve Level 1 agents were on ACD calls for
this skill. I_ACDTIME_R1 includes time on outgoing ACD calls placed by an adjunct.
Reserve Level 1 agents will continue to accumulate I_ACDTIME_R1 if the skill returns to
Normal while an ACD call is active.
I_ACDTIME_R1 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

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I_ACDTIME_R2
The I_ACDTIME_R2 item appears in the following database table:

Split/skill tables
The time during the collection interval that Reserve Level 2 agents were on ACD calls for
this skill. This includes time on outgoing ACD calls placed by an adjunct. Reserve Level 2
agents will continue to accumulate I_ACDTIME_R2 if the skill returns to Normal while an
ACD call is active.
I_ACDTIME_R2 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_ACWINTIME
The I_ACWINTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were in ACW for this split/skill
and on inbound extension calls. The ACW can be associated with a split/skill ACD call or
not associated with a call. I_ACWINTIME does not include the time that inbound extension
calls spend on hold.
This is a cumulative item.

Agent tables
The length of time during the collection interval that the agent was in ACW and on inbound
extension calls. I_ACWINTIME includes ACW for split/skill ACD calls and ACW that is not
associated with a call. I_ACWINTIME does not include the time that inbound ACW calls
spend on hold.
This is a cumulative item.

I_ACWOUTTIME
The I_ACWOUTTIME item is included in the following database tables:
Split/skill tables
The length of time during the collection interval that agents were in ACW for this split/skill
and on outbound extension calls. The ACW can be associated with a split/skill ACD call or
not associated with a call. I_ACWOUTTIME does not include the time that outbound
extension calls spend on hold.
This is a cumulative item.

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Agent tables
The length of time during the collection interval that the agent was in ACW and on
outbound extension calls. I_ACWOUTTIME includes ACW for split/skill ACD calls and
ACW that is not associated with a call. I_ACWOUTTIME does not include the time
ACWOUT calls spend on hold.
This is a cumulative item.

I_ACWTIME
The I_ACWTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were in ACW for this split/skill.
The ACW can be associated with a split/skill ACD call or not associated with a call.
I_ACWTIME includes I_ACWINTIME, I_ACWOUTTIME. I_ACWTIME includes
I_ACWTIME_R1 and I_ACWTIME_R2 when reserve agents are used.
This is a cumulative item.
Agent tables
The length of time during the collection interval that the agent is in ACW. This includes
ACW for split/skill ACD calls and ACW that is not associated with a call. I_ACWINTIME
and I_ACWOUTTIME include time for direct agent ACW in and out calls, but I_ACWTIME
does not include this time. Therefore, the sum of I_ACWINTIME and I_ACWOUTTIME
may be greater than I_ACWTIME. I_ACWTIME includes I_ACWINTIME and
I_ACWOUTTIME.
This is a cumulative item.

I_ACWTIME_R1
The I_ACWTIME_R1 item is included in the following database tables:
Split/skill tables
The time during the collection interval that Reserve Level 1 agents were in ACW in this
skill, either associated with a skill ACD call or not associated with a call. This item includes
the time that agents in ACW spent on inbound extension calls or outbound extension calls.
(ACWINTIME and ACWOUTIME are included and not broken out in separate R1 database
items.) Reserve Level 1 Agents will continue to accumulate I_ACWTIME_R1 if the skill
returns to Normal while the agent is in ACW or an ACD call and goes into ACW upon
completing the call.
I_ACWTIME_R1 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

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I_ACWTIME_R2
The I_ACWTIME_R2 item is included in the following database tables:

Split/skill tables
The time during the collection interval that Reserve Level 2 agents were in ACW in this
skill, either associated with a skill ACD call or not associated with a call. This item includes
the time that agents in ACW spent on inbound extension calls or outbound extension calls.
(ACWINTIME and ACWOUTIME are included and not broken out into separate R2
database items.) Reserve Level 2 Agents will continue to be tracked in I_ACWTIME_R2 if
the skill returns to Normal while the agent is in ACW or on an ACD call and goes into ACW
upon completing the call.
I_ACWTIME_R2 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_ARRIVED
The I_ARRIVED item is included in the following database tables:

VDN tables
The number of calls that reached this VDN during this interval.
This is a cumulative item.

Split/Skill tables
The number of calls that reached this Split/Skill during this interval. This is a cumulative
item.

I_AUXINTIME
The I_AUXINTIME item is included in the following database tables:

Agent tables
The length of time during the collection interval that the agent was in AUX work or
AVAILABLE and on an inbound extension call. I_AUXINTIME includes the length of time
when an ACD, AUXIN, or AUXOUT call is on hold and the time the agent is on inbound
extension calls and SPLIT is the OLDEST_LOGON. I_AUXINTIME includes
I_ACDAUXINTIME but does not include the time these calls spent on hold.
This is a cumulative item.

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Split/Skill tables
The time during the collection interval that agents were in AUX work or AVAILABLE and on
an inbound extension call. I_AUXINTIME includes the length of time when an ACD,
AUXIN, or AUXOUT call is on hold and the time the agent is on inbound extension calls.
I_AUXINTIME includes I_ACDAUXINTIME but does not include time inbound extension
calls spent on hold.
This is a cumulative item.

I_AUXOUTTIME
The I_AUXOUTTIME item is included in the following database tables:

Agent tables
The length of time during the collection interval that the agent was in AUX work,
AVAILABLE, had an ACD, AUXIN, or AUXOUT call on hold and on outbound extension
calls. When the agent was in AUX work, AVAILABLE, or had an AUXIN or AUXOUT call on
hold, the AUXOUT time and calls are recorded for the SPLIT that is the OLDEST_LOGON.
When the agent had an ACD call on hold, SPLIT is the split/skill associated with the last
ACD call put on hold. I_AUXOUTTIME includes I_ACDAUX_OUTTIME but does not
include the time calls spent on hold.
This is a cumulative item.

Split/Skill tables
The length of time during the collection interval that the agent was in AUX work,
AVAILABLE, or had an AUXIN or AUXOUT call is on hold, and on outbound extension
calls. This does not include time outbound extension calls spent on hold.
This is a cumulative item.

I_AUXSTBYTIME
The I_AUXSTBYTIME item is included in the following database tables:

Agent tables
The time during the collection interval that an Agent was in AUX Work state while the skill
was Normal. This database item is valid only for agents administered as Reserve Level 1
or Reserve Level 2 for a skill.
If the skill goes from Normal to Overload 1, or from Overload 1 to Overload, depending on
if the Agent is Reserve 1 or Reserve 2, the agent will stop accumulating I_AUXSTBYTIME
and start accumulating I_AUXTIME.

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I_AUXSTBYTIME is not included in I_STAFFTIME or I_AUXTIME.

Note:
When the skill is Normal, the individual Reserve Agent’s time for that skill is
tracked as I_OTHERSTBYTIME and I_AUXSTBYTIME.
I_AUXSTBYTIME is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_AUXSTBYTIME_R1
The I_AUXSTBYTIME_R1 item is included in the following database tables:

Split/Skill tables
The time during the collection interval that Reserve Level 1 agents were in AUX Work and
in standby because the skill is not in overload 1 or 2. Unlike I_AUXTIME, this item is not
broken down into separate items, for call direction, or reason codes. If the skill goes from
Normal to overload 1 the agent will stop accumulating I_AUXSTBYTIME_R1 and start
accumulating I_AUXTIME_R1.
I_AUXSTBYTIME_R1 is available with Advocate Service Level Supervisor working with
CMS R3V11 or later.
This is a cumulative item.

I_AUXSTBYTIME_R2
The I_AUXSTBYTIME_R2 item is included in the following database tables:

Split/Skill tables
The time during the collection interval that Reserve Level 2 agents were in AUX Work and
in standby because the skill is not in overload 2. Unlike I_AUXTIME, this item is not broken
down into separate items, for call direction, or reason codes. If the skill goes from overload
1 to overload 2 the agent will stop accumulating I_AUXSTBYTIME_R2 and start
accumulating I_AUXTIME_R2.
I_AUXSTBYTIME_R2 is available with Advocate Service Level Supervisor working with
CMS R3V11 or later. This is a cumulative item.

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I_AUXTIME
The I_AUXTIME item is included in the following database tables:

Split/Skill tables
The length of time during the collection interval that agents are in AUX in this skill.
I_AUXTIME includes I_AUXTIME0, I_AUXTIME1 through I_AUXTIME9, I_AUXINTIME,
I_AUXOUTTIME, I_TAUXTIME.
I_AUXTIME includes I_AUXTIME_R1 and I_AUXTIME_R2 when the reserve agents are
active. I_AUXTIME does not include I_AUXSTBYTIME_R1 and I_AUXSTBYTIME_R2.
This is a cumulative item.

Agent tables
The length of time that the agent spends in AUX work. When an agent is in AUX work in
multiple splits/skills, this time is recorded in each split/skill in which the agent is in AUX.
Reserve Agents only accumulate I_AUXTIME when the skill is in overload 1, or when a
reserve agent goes from active to standby I_AUXTIME stops accumulating and
I_AUXSTBYTIME starts accumulating for that agent.
I_AUXTIME includes I_AUXINTIME and I_AUXOUTTIME. I_AUXTIME does not include
I_AUXSTBYTIME.
This is a cumulative item.

I_AUXTIME_R1
The I_AUXTIME_R1 item is included in the following database tables:

Split/Skill tables
The time during the collection interval that Reserve Level 1 agents spent in AUX Work for
this skill while the skill was in overload 1. Includes all AUX time including time on
extension calls from the AUX state. Unlike I_AUXTIME, this item is not broken down into
separate items for call direction, or reason codes. If the skill goes from overload 1 to
Normal the agent will stop accumulating I_AUXTIME_R1 and start accumulating
I_AUXSTBYTIME_R1.
I_AUXTIME_R1 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

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I_AUXTIME_R2
The I_AUXTIME_R2 item is included in the following database tables:

Split/Skill tables
The time during the collection interval that Reserve Level 2 agents were in AUX in this skill
while the skill was in overload 2. Includes all AUX time including time on extension calls
from the AUX state. Unlike I_AUXTIME, this item is not broken down into separate items
for call direction, or reason codes. If the skill goes from overload 2 to overload 1 the agent
will stop accumulating I_AUXTIME_R2 and start accumulating I_AUXSTBYTIME_R2.
I_AUXTIME_R2 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_AUXTIME0
The I_AUXTIME0 item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were in AUX for reason code 0
in this split/skill. This includes time on extension calls from this AUX state. For switches
with AUX reason codes active, this represents time agents spent in “system” AUX. For
switches without the EAS feature and AUX reason codes active and prior to R5,
I_AUXTIME0 is the same as I_AUXTIME.
This is a cumulative item.

I_AUXTIME1 through I_AUXTIME9

The I_AUXTIME1 through I_AUXTIME9 items appear in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were in AUX for each reason
code 1 through 9 in this skill. This includes time on extension calls from each AUX state.
Available on DEFINITY Generic 3 Version 5 switches through Definity R10, MultiVantage
R11, and later switches with the EAS and AUX Reason Code feature.
This is a cumulative item.

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I_AVAILTIME
The I_AVAILTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were available for calls from
this split/skill.
This is a cumulative item.

Agent tables
The length of time during the collection interval that the agent was available for ACD calls
in this split/skill. This is a cumulative item.

I_DA_ACDTIME
The I_DA_ACDTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that the agent spent talking on direct agent
ACD calls queued through this split/skill. I_DA_ACDTIME is a subset of I_OTHERTIME.
The I_DA_ACDTIME item is available with the ASAI or EAS feature.
This is a cumulative item.

Agent tables
The length of time during the collection interval that the agent spent talking on direct agent
calls. I_DA_ACDTIME does not include HOLDTIME. The I_DA_ACDTIME item is available
with the ASAI or EAS feature.
This is a cumulative item.

I_DA_ACWTIME
The I_DA_ACWTIME item is included in the following database tables:

Split/skill tables
The length of time that agents spent in ACW for direct agent ACD calls that queued
through this split/skill. I_DA_ACWTIME is a subset of I_OTHERTIME. The
I_DA_ACWTIME is available with the ASAI or EAS feature.
This is a cumulative item.

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Agent tables
The length of time during the collection interval that the agent was doing ACW that was
associated with direct agent ACD calls. The I_DA_ACWTIME item is available with the
ASAI or EAS feature.
This is a cumulative item.

I_INOCC
The I_INOCC item is included in the following database tables:

Trunk group tables

The total length of time during the collection interval that trunks in the trunk group were
occupied by incoming calls. If an incoming call on a measured trunk is transferred off of the
switch, the incoming trunk remains in use for the call and accrues trunk holding time until
the caller drops or the call is released.
This is a cumulative item.

Trunk tables
The total length of time during the collection interval that the trunk was occupied by
incoming calls. If an incoming call on a measured trunk is transferred off of the switch, the
incoming trunk remains in use for the call and accrues trunk holding time until the caller
drops or the call is released.
This is a cumulative item.

I_NORMTIME
The I_NORMTIME item is included in the following database tables:

Split/skill tables
The length of time that the skill spent under all administered overload thresholds.
The I_NORMTIME item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches with the EAS feature.
This is a cumulative item.

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I_OL1TIME
The I_OL1TIME item is included in the following database tables:

Split/skill tables
The length of time that the skill spent in overload threshold 1.
The I_OL1TIME item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a cumulative item.

I_OL2TIME
The I_OL2TIME item is included in the following database tables:

Split/skill tables
The length of time, that the skill spent in overload threshold 2.
The I_OL2TIME item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a cumulative item.

I_OTHERSTBYTIME
The I_OTHERSTBYTIME item is included in the following database tables:

Agent tables
The time during the collection interval that the Agent was logged into the skill and in
standby because the skill was not in overload 1 or 2. This database item is valid only for
agents administered as Reserve Level 1 or Reserve Level 2 for a skill.
Note:
Reserve Level 1 agents that are working on a call for another skill when the reserve
skill goes into an overload condition will stop being tracked as
I_OTHERSTBYTIME_R1 and start being tracked as I_OTHERTIME_R1.
I_OTHERSTBYTIME is available with Advocate Service Level Supervisor working with
CMS R3V11 or later.
I_OTHERSTBYTIME is not included in I_STAFFTIME or I_OTHERTIME.
This is a cumulative item.

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I_OTHERSTBYTIME_R1
The I_OTHERSTBYTIME_R1 item is included in the following database tables:

Split/skill tables
The time during the collection interval that Reserve Level 1 agents were logged into this
skill and in standby. I_OTHERSTBYTIME_R1 accumulates while the skill (for which the
agent is Reserve Level 1) is Normal.
I_OTHERSTBYTIME is not included in I_STAFFTIME, I_OTHERTIME or
I_OTHERTIME_R1.
Note:
Reserve Level 1 agents that are working on a call for another skill when the reserve
skill goes into an overload condition will stop being tracked as
I_OTHERSTBYTIME_R1 and start being tracked as I_OTHERTIME_R1.
I_OTHERSTBYTIME_R1 is available with Advocate Service Level Supervisor working with
CMS R3V11 or later.
This is a cumulative item.

I_OTHERSTBYTIME_R2
The I_OTHERSTBYTIME_R2 item is included in the following database tables:

Split/skill tables
The time during the collection interval that Reserve Level 2 agents were staffed in this skill
and in standby. I_OTHERSTBYTIME_R2 accumulated while the skill (for which the agent
is Reserve Level 2) is not in overload 2.
Note:
Reserve Level 2 agents that are working on a call for another skill when the reserve
skill goes into an overload condition will stop being tracked as
I_OTHERSTBYTIME_R2 and start being tracked as I_OTHERTIME_R2.
I_OTHERSTBYTIME_R2 is available with Advocate Service Level Supervisor working with
CMS R3V11 or later.
This is a cumulative item.

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I_OTHERTIME
The I_OTHERTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents spent doing other work.
I_OTHERTIME is collected for the time period after the link to the switch is initiated or after
the agent logs in and before the CMS receives notification of the agent’s state from the
switch.
While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount
of time that is spent doing any of the following:
● An agent put any call on hold and perform no further action.
● The agent is on a direct agent call or in ACW for a direct agent call.
● The agent is dialing to place a call or to activate a feature.
● An extension call or a direct agent ACD call is ringing with no other activity.
● The length of time agents were logged into multiple splits/skills and doing work for a
split/skill other than this one.
With the EAS feature 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, I_DA_ACWTIME.
I_OTHERTIME includes I_OTHERTIME_R1 and I_OTHERTIME_R2.
I_OTHERTIME does not includeI_OTHERSTBYTIME_R1 or I_OTHERSTBYTIME_R2.

Agent tables
The length of time that the agent was doing other work. Reserve agents only accumulate
I_OTHERTIME when the skill is in overload 1 or 2.
I_OTHERTIME includes I_ACDOTHERTIME, I_DA_ACDTIME, and I_DA_ACWTIME.
I_OTHERTIME does not include I_OTHERSTBYTIME.
This is a cumulative item.

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I_OTHERTIME_R1
The I_OTHERTIME_R1 item is included in the following database tables:

Split/skill tables
The time during the collection interval that Reserve Level 1 agents were doing other work
while the skill is in overload 1.
I_OTHERTIME_R1 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. Other work includes: while in Auto-In or Manual-In mode, the 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 terminal with no other activity.
Also includes the time Reserve agents were logged into multiple skills and doing work for a
skill other than this one (with an ACD call ringing, talking on an ACD call, or in ACW for a
skill other than this one.)
If the skill goes from overload 1 to Normal the agent will stop accumulating
I_OTHERTIME_R1 and start accumulating I_OTHERSTBYTIME_R1.
I_OTHERTIME_R1 does not include I_OTHERSTBYTIME_R1.
I_OTHERTIME_R1 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_OTHERTIME_R2
The I_OTHERTIME_R2 item is included in the following database tables:

Split/skill tables
The time during the collection interval that Reserve Level 2 agents were doing other work
while the skill is in overload 2.
I_OTHERTIME_R2 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. Other work includes: while in Auto-In or Manual-In mode, the 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 terminal with no other activity.
Also includes the time Reserve agents were logged into multiple skills and doing work for a
skill other than this one (with an ACD call ringing, talking on an ACD call, or in ACW for a
skill other than this one.)
If the skill goes from overload 2 to overload 1 the agent will stop accumulating
I_OTHERTIME_R2 and start accumulating I_OTHERSTBYTIME_R2.

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I_OTHERTIME_R2 does not include I_OTHERSTBYTIME_R2.

I_OTHERTIME_R2 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_OUTOCC
The I_OUTOCC item is included in the following database tables:

Trunk group tables

The length of time during the collection interval that trunks in this trunk group were
occupied by outgoing calls.
This is a cumulative item.

Trunk tables
The length of time during the collection interval that this trunk was occupied by outbound
calls.
This is a cumulative item.

I_RINGTIME
The I_RINGTIME item is included in the following database tables:
Split/skill tables
The length of time during the collection interval that agents were in the ringing state for
calls to this split/skill. If the agent changes work modes or answers/makes another call
instead of answering the ringing call, I_RINGTIME will stop accumulating. RINGTIME is the
length of time that the caller spends ringing and is independent of agent activity. With
forced multiple call handling (available on DEFINITY Generic 3 Version 4 switches through
Definity R10, MultiVantage R11, and later switches) if an ACD call rings at the agent’s
telephone while the agent is talking on another call, I_RINGTIME does not accumulate.
I_RINGTIME includes I_RINGTIME_R1 and I_RINGTIME_R2 when the reserve agents are
active.
This is a cumulative item.
Agent tables
The length of time during the collection interval that the agent had split/skill and direct
agent ACD calls ringing. If the agent changes work modes or makes/receives another call
instead of answering the ringing call, I_RINGTIME will stop accumulating. RINGTIME is the
length of time that the caller spends ringing and is independent of agent activity.
This is a cumulative item.

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I_RINGTIME_R1
The I_RINGTIME_R1 item is included in the following database tables:

Split/skill tables
The time during the collection interval that Reserve Level 1 agents were in the ringing state
for calls to this skill. Reserve Level 1 agents will continue to accumulate I_RINGTIME_R1
if the skill returns to Normal while a call is ringing.
I_RINGTIME_R1 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_RINGTIME_R2
The I_RINGTIME_R2 item is included in the following database tables:

Split/skill tables
The time during the collection interval that Reserve Level 2 agents were in the ringing state
for calls to this skill. Reserve Level 2 agents will continue to accumulate I_RINGTIME_R2
if the skill returns to Normal while a call is ringing.
I_RINGTIME_R2 is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a cumulative item.

I_STAFFTIME
The I_STAFFTIME item is included in the following database tables:

Split/skill tables
The length of time during the collection interval that agents were logged in. I_STAFFTIME
includes I_ACDTIME, I_ACWTIME, I_AUXTIME, I_AVAILTIME, I_OTHERTIME, and
I_RINGTIME.
NOTE:
With Service Level Supervisor I_STAFFTIME includes only the time that reserve
agents are activated in this skill. I_STAFFTIME does not include
I_OTHERSTBYTIME_R1, I_OTHERSTBYTIME_R2, I_AUXSTBYTIME_R1, or
I_AUXSTBYTIME_R2.
This is a cumulative item.

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Agent tables
The length of time during the collection interval that the agent was logged in to this
split/skill. Reserve agents only accumulate STAFFTIME when the skill is in overload 1 or 2.
I_STAFFTIME includes I_AUXTIME, I_AVAILTIME, I_ACDTIME, I_ACWTIME,
I_DA_ACDTIME, I_DA_ACWTIME, I_OTHERTIME, and I_RINGTIME.
I_STAFFTIME does not include I_AUXSTBYTIME or I_OTHERSTBYTIME.
This is a cumulative item.

I_TAUXTIME
The I_TAUXTIME item is included in the following database tables:

Split/skill tables
The length of time that top agents in this split/skill were in AUX mode. This includes time on
AUXIN or AUXOUT calls that were received or placed without an ACD call on hold. Time
on AUXIN or AUXOUT calls with an ACD call on hold is tracked in I_ACDAUXINTIME and
I_ACDAUX_OUTTIME. The I_TAUXTIME item is available with the EAS feature.
This is a cumulative item.

I_TAVAILTIME
The I_TAVAILTIME item is included in the following database tables:

Split/skill tables
The length of time that top agents in this split/skill were available to receive calls for this
split/skill. The I_TAVAILTIME item is available with the EAS feature.
This is a cumulative item.

I_TOTHERTIME
The I_TOTHERTIME item is included in the following database tables:

Split/skill tables
The length of time that top agents spend in the OTHER state. The I_TOTHERTIME item is
available with the EAS feature.
This is a cumulative item.

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II_DIGITS
The II_DIGITS item is included in the following database tables:

Malicious call trace exception table

The Information Indicator digits that specify the type of originating line used by the caller.
This item is available with DEFINITY R5 switches through Definity R10, MultiVantage R11,
and later switches.

ILN
The ILN item is included in the following database tables:

VDN tables
The internal line number (ILN) of the VDN extension. This number is used internally by the
CMS to track data about the VDN.
This is an administrative item.

INACW
(real-time)
The INACW item is included in the following database tables:

Split/skill tables
The number of agents that are currently in ACW for this split/skill. This includes agents on
ACWIN or ACWOUT calls as well as agents in ACW not associated with an ACD call. It
does not include agents in ACW for direct agent ACD calls. INACW includes ONACWIN
and ONACWOUT.
This is a status item.

INAUX
(real-time)
The INAUX item is included in the following database tables:
Split/skill tables
The number of agents that are currently in AUX work for all splits/skills, or on AUXIN or
AUXOUT calls. INAUX includes INAUX0, INAUX1 through INAUX9, ONACDAUXOUT,
ONAUXIN, and ONAUXOUT.
This is a status item.

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INAUX0
(real-time)
The INAUX0 item is included in the following database tables:

Split/skill tables
The number of agents that are currently in AUX with reason code 0 (zero) for all splits/skills
including agents on AUXIN or AUXOUT calls. For DEFINITY G3V5 and later with EAS and
reason codes, reason code 0 (zero) is for “system” AUX work. For G3V5 and older
switches without EAS and reason codes, INAUX0 will be the same as INAUX.
This is a status item.

INAUX1 through INAUX9

(real-time)
The INAUX1 through INAUX9 items appear in the following database tables:

Split/skill tables
The number of agents that are currently in AUX with the reason codes 1 through 9 for all
splits/skills including agents on AUXIN or AUXOUT calls. The INAUX1 through INAUX9
items are available on the DEFINITY ECS R5 switches through Definity R10, MultiVantage
R11, and later switches. This item is available with the EAS and Reason Code features.
This is a status item.

INBOUND
(real-time)
The INBOUND item is included in the following database tables:

Trunk group tables

The number of trunks in the trunk group that are currently busy on inbound calls.
This is a status item.

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INCALLS
The INCALLS item is included in the following database tables:

Trunk group tables

The number of inbound calls that are carried by this TKGRP and that completed during the
collection interval. INCALLS includes ABNCALLS, ACDCALLS, OTHERCALLS,
CONNECTCALLS, and TRANSFERRED. INCALLS = ACDCALLS + ABNCALLS +
OTHERCALLS.
This is a cumulative item.

Trunk tables
The number of inbound calls carried by this trunk that completed during the collection
interval. This includes calls with short holding times (SHORTCALLS). INCALLS =
ABNCALLS + ACDCALLS + OTHERCALLS
This is a cumulative item.

Vector tables
The number of inbound calls that are processed by this vector. INCALLS includes
ABNCALLS, RINGCALLS, INFLOWCALLS, and OTHERCALLS. INCALLS = ACDCALLS
+ ABNCALLS + OTHERCALLS
This is a cumulative item.
VDN tables
The number of inbound calls that are directed to this VDN. INCALLS includes ABNCALLS,
INFLOWCALLS, OTHERCALLS, RETURNCALLS, and RINGCALLS. INCALLS =
ABNCALLS + ACDCALLS + OTHERCALLS
This is a cumulative item.

INCOMPLETE
The INCOMPLETE item is included in the following database tables:
Split/skill tables
An indication of whether data is complete for this collection interval. Data is incomplete
whenever the link goes down and whenever tracking is aborted for calls, because of the
trunk going maintenance busy with a call active, protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data collection active. Valid
values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0,
which means that the data is complete. The value in the daily, weekly, and monthly tables
indicates the number of incomplete intervals in the day, week, or month.
This is a cumulative item.

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Agent tables
An indication of whether data is complete for this collection interval. Data is incomplete
whenever the link goes down and whenever tracking is aborted for calls, because of the
trunk going maintenance busy with a call active, protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data collection active. Valid
values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0,
which means that the data is complete. The value in the daily, weekly, and monthly tables
indicates the number of incomplete intervals in the day, week, or month. Changing the
split/skill or VDN call profile data while data collection is active only affects the respective
split/skill or VDN data.
This is a cumulative item.

Trunk group tables

An indication of whether data is complete for this collection interval. Data is incomplete
whenever the link goes down and whenever tracking is aborted for calls, because of the
trunk going maintenance busy with a call active, protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data collection active. Valid
values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0,
which means that the data is complete. The value in the daily, weekly, and monthly tables
indicates the number of incomplete intervals in the day, week, or month.
This is a cumulative item.

Trunk tables
An indication of whether data is complete for this collection interval. Data is incomplete
whenever the link goes down and whenever tracking is aborted for calls, because of the
trunk going maintenance busy with a call active, protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data collection active. Valid
values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0,
which means that the data is complete. The value in the daily, weekly, and monthly tables
indicates the number of incomplete intervals in the day, week, or month. Changing the
split/skill or VDN call profile data while data collection is active only affects the respective
split/skill or VDN data.
This is a cumulative item.

Vector tables
An indication of whether data is complete for this collection interval. Data is incomplete
whenever the link goes down and whenever tracking is aborted for calls, because of the
trunk going maintenance busy with a call active, protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data collection active. Valid
values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0,
which means that the data is complete. The value in the daily, weekly, and monthly tables
indicates the number of incomplete intervals in the day, week, or month.
This is a cumulative item.

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VDN tables
An indication of whether data is complete for this collection interval. Data is incomplete
whenever the link goes down and whenever tracking is aborted for calls, because of the
trunk going maintenance busy with a call active, protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data collection active. Valid
values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0,
which means that the data is complete. The value in the daily, weekly, and monthly tables
indicates the number of incomplete intervals in the day, week, or month.
This is a cumulative item.

Call work codes tables

An indication of whether data is complete for this collection interval. Data is incomplete
whenever the link goes down and whenever tracking is aborted for calls, because of the
trunk going maintenance busy with a call active, protocol failures with data collection
active, or when split/skill or VDN call profile is changed with data collection active. Valid
values for the INCOMPLETE item are 1, which means that the data is incomplete, and 0,
which means that the data is complete. The value in the daily, weekly, and monthly tables
indicates the number of incomplete intervals in the day, week, or month. Changing the
split/skill or VDN call profile data while data collection is active affects only the data for the
split/skill or VDN to which the change is made.
This is a cumulative item.

INFLAG
The INFLAG item is included in the following database tables:

Agent login/logout tables

An indication whether the agent is already logged in when the switch link initiates. Valid
values are NULL, which means that the agent is not logged in, and <, which means that the
agent is logged in.

INFLOWCALLS
The INFLOWCALLS item is included in the following database tables:
Split/skill tables
The number of calls that are redirected to the split/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.

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Without the Vectoring feature, an inflow is counted for calls that intraflow from one split
queue to another split queue.
With the Vectoring feature, 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
telephone in a non-primary split/skill are also counted as inflows to that skill.
This is a cumulative item.

Vector tables
The number of calls that are redirected to this vector by way of a “go to vector” command,
a “route to” VDN command, or by the Redirection on No Answer feature to a VDN.
This is a cumulative item.

VDN tables
The number of calls that are redirected into the VDN by way of a “route to” VDN command
or by Redirection on No Answer to this VDN.
This is a cumulative item.

INPROGRESS
(real-time)
The INPROGRESS item is included in the following database tables:

Vector tables
The number of inbound calls that are currently being processed by this VECTOR.
INPROGRESS applies until the disposition of the call is known. Calls are no longer
counted as INPROGRESS on the vector when they have been answered, abandoned,
outflowed from the vector, are at the beginning of a forced busy, or are dropped on a forced
disconnect. INPROGRESS includes INQUEUE and INRING.
This is a status item.

VDN tables
The number of inbound calls that are currently associated with this VDN. Calls are
considered to be INPROGRESS in the VDN until they route to another VDN, route off of
the switch, are transferred, or the trunk carrying them goes idle. INPROGRESS includes
ATAGENT and INVECTOR.
This is a status item.

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INQUEUE
(real-time)
The INQUEUE item is included in the following database tables:

Split/skill tables
The number of split/skill ACD calls that are currently waiting in queue.
This is a status item.

Vector tables
The number of INPROGRESS calls that are currently in split/skill or direct agent ACD
queues.
This is a status item.

VDN tables
The number of INPROGRESS calls that are currently in a split/skill or direct agent ACD
queues.
This is a status item.

INRING
(real-time)
The INRING item is included in the following database tables:

Split/skill tables
The number of split/skill ACD calls that are currently ringing at agent positions for this
split/skill.
This is a status item.

Vector tables
The number of INPROGRESS split/skill and direct agent ACD calls that are currently
ringing at agent positions.
This is a status item.

VDN tables
The number of INPROGRESS split/skill and direct agent ACD calls that are currently
ringing at agent positions.
This is a status item.

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INTERFLOWCALLS
The INTERFLOWCALLS item is included in the following database tables:

Split/skill tables
The number of OUTFLOWCALLS that are redirected to a destination outside the switch.
This is a cumulative item.

Vector tables
The number of OUTFLOWCALLS that are redirected to a destination outside the switch.
INTERFLOWCALLS includes LOOKFLOWCALLS (successful Look-Ahead Interflow and
BSR) and DEFLECTCALLS (successful NCR redirections).
This is a cumulative item.

VDN tables
The number of OUTFLOWCALLS that are redirected to a destination outside the switch.
INTERFLOWCALLS includes LOOKFLOWCALLS (successful Look-Ahead Interflow and
BSR) and DEFLECTCALLS (successful NCR redirections).
This is a cumulative item.

INTIME
The INTIME item is included in the following database tables:

Trunk group tables

The trunk holding time for all INCALLS that are carried by trunks in this trunk group and
complete during the collection interval. Trunk holding time is the length of time from the
initial trunk seizure until the trunk goes idle. The trunk goes idle when the caller drops, the
agent releases the call, or the switch disconnects the call. If an incoming call on a
measured trunk is transferred off the switch, the incoming trunk remains in use for the call
and accrues trunk holding time until the caller drops or the call is released.
This is a cumulative item.

Trunk tables
The trunk holding time for all INCALLS that are carried by this trunk and complete during
the collection interval. Trunk holding time is the length of time from the initial trunk seizure
until the trunk goes idle. The trunk goes idle when the caller drops, the agent releases the
call, or the switch disconnects the call. If an incoming call on a measured trunk is
transferred off the switch, the incoming trunk remains in use for the call and accrues trunk
holding time until the caller drops or the call is released. This is a cumulative item.

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Vector tables
The length of time spent by INCALLS by this VECTOR executing steps. INTIME stops
accruing in the following cases:
● When the STOP vector step is executed
● When a blank step in the vector is reached
● When busy or disconnect is sent
● When the call abandons
● When a “goto vector” command succeeds
● When a “rout to” vector command succeeds
● When a “messaging split/skill” or “adjunct routing” command succeeds
● Or when the split/skill or direct agent ACD call rings an agent
This is a cumulative item.

VDN tables
The time spent in the VDN by calls completed during this interval. This time includes: time
in vector processing, ringing, and talking with an agent until the call is terminated or is
routed to another VDN off the switch. INTIME = ACDTIME + ABNTIME + ANSTIME +
HOLDTIME + OTHERTIME.
This is a cumulative item.

INTRVL
The INTRVL item is included in the following database tables:

Split/skill tables
The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

Agent tables
The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

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Trunk group tables

The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

Trunk tables
The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

Vector tables
The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

VDN tables
The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

Call work codes tables

The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

Current day report tables

The number of minutes in the intrahour interval. The length of the intrahour interval can be
15, 30, or 60 minutes. INTRVL applies to intrahour tables only.
This is an administrative item.

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INVECTOR
(real-time)
The INVECTOR item is included in the following database tables:

VDN tables
The number of INPROGRESS calls that are currently being processed by a vector. Calls
that are in queue and calls that are ringing are still counted as INVECTOR. Calls are no
longer counted as INVECTOR when they connect to a station, are answered by an agent,
abandon, or outflow from the VDN. INVECTOR includes INQUEUE and INRING.
This is a status item.

ITN
The ITN item is included in the following database tables:

Trunk tables
The internal trunk number of the trunk.
This is a row identifier item.

KEYBD_DIALED
The KEYBD_DIALED item is included in the following database tables:

Agent trace tables

An indication that the call was keyboard dialed. The KEYBD_DIALED item is available with
the ASAI feature.

LASTCWC
The LASTCWC item is included in the following database tables:

Call record tables

The last call work code, which can be comprised of up to 16 digits, that was entered by the
answering agent in this call segment.

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LASTDIGITS
The LASTDIGITS item is included in the following database tables:

Call record tables

The last set of collected digits that is sent to the CMS by the switch for this call. These are
digits that the switch sends to the CMS when it executes a “collect” vector command. The
digits may be digits that the caller was prompted to enter, either through the prompting
feature on the switch, through network-prompted caller-entered digits (CED), customer
database-provided digits (CDPD) from the network, or digits that are collected through a
“converse” vector command. The LASTDIGITS item is available on the DEFINITY ECS R5
switches through Definity R10, MultiVantage R11, and later switches.

LASTOBSERVER
The LASTOBSERVER item is included in the following database tables:

Call record tables

The login ID of the last agent who service-observed or bridged on to this call.

LEVEL
(real-time)
The LEVEL item is included in the following database tables:

Agent tables
The skill level, which is 1 through 16 for a normal skill, or reserve level, which is 1 or 2 for a
reserve skill, that is associated with the SPLIT. The LEVEL item is available with the EAS
feature.
This is a status item.

LOC_ID
The LOC_ID item is included in the following database tables:

! Important:
CMS R3V11 supports only location IDs from 1 to 44. MultiVantage R11.1
software supports location IDs from 1 to 64. When running CMS reports that
include location IDs (LOC_ID), those IDs defined on the MultiVantage
system that are greater than 44 will return a default location ID of 0 to CMS.
Support for location IDs above 44 is planned for a future release of CMS.

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Agent tables
The equipment location ID that is associated with a particular agent. This is the location ID
of the terminal the agent is logged into. It is associated with a port network location ID on
the switch.
The LOC_ID is 0 if not R8 or multiple locations not enabled. A location ID is not assigned to
an agent until that agent logs into a terminal. An agent may have multiple LOC_ID’s if the
agent logs into multiple terminals with different locations.

Agent Login/Logout table

The equipment location ID that is associated with a particular agent. This is the location ID
of the terminal the agent is logged into. It is associated with a port network location ID on
the switch.
The LOC_ID is 0 if not R8 or newer or multiple locations not enabled. A location ID is not
assigned to an agent until that agent logs into a terminal. An agent may have multiple
LOC_ID’s if the agent logs into multiple terminals with different locations.
This is an administrative item.

Agent Trace table

The equipment location ID that is associated with a particular agent. This is the location ID
of the terminal the agent is logged into. It is associated with a port network location ID on
the switch.
The LOC_ID is 0 if not R8 or newer or multiple locations not enabled. A location ID is not
assigned to an agent until that agent logs into a terminal. An agent may have multiple
LOC_ID’s if the agent logs into multiple terminals with different locations.
This is an administrative item.

Trunk tables
The switch location ID that is associated with the trunk. It can be 0 to 44. The location ID is
not directly assigned to a trunk but rather is assigned to a port network location on the
switch. Each trunk whose equipment location belongs to a specific port network will be
associated with that port network's location ID.
The LOC_ID is 0 if not R8 or newer or multiple locations not enabled. A location ID is not
assigned to an agent until that agent logs into a terminal. An agent may have multiple
LOC_ID’s if the agent logs into multiple terminals with different locations.
This is an administrative item.

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LOGID
The LOGID item is included in the following database tables:

Agent tables
The login ID the agent used to log in. Agents in multiple splits/skills have one LOGID.
This is an index item.
This is a row identifier item.

Trunk tables
The login ID of the agent who is handling the call that is currently carried by this trunk. This
is blank (NULL) when the trunk is idle.
This is a real-time item.
This is a status item.

Agent trace tables

The login ID that the agent used to log in. Agents in multiple splits/skills have one LOGID.
This is a row identifier item.

Agent login/logout tables

The login ID that the agent used to log in. Agents in multiple splits/skills have one LOGID.
This is a row identifier item.

Agent exception tables

The login ID of the agent who had the exception.
This is a row identifier item.

Trunk group exception table

The login ID of the agent who is reporting audio difficulty. This is a row identifier item.

Malicious call trace exception table

The login ID of the agent who is initiating a malicious call trace.
This is a row identifier item.

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LOGIN
The LOGIN item is included in the following database tables:

Agent login/logout tables

The time at which the agent logged into this extension and split/skill with the given login ID.
This field is a standard UNIX time field; that is, the time is stored as the number of seconds
since January 1, 1970.

LOGONSKILL
(real-time)
The LOGONSKILL item is included in the following database tables:

Agent tables
The first split/skill with which the agent logged in. The LOGONSKILL item is available with
the EAS feature.
This is a status item.

LOGONSKILL2 through LOGONSKILL20

(real-time)
The LOGONSKILL2 through LOGONSKILL20 items appear in the following database
tables:

Agent tables
The second through twentieth skills to which the agent logged in. The number of skills per
agent depends on the type of switch. The LOGONSKILL 2 through LOGONSKILL20 items
are available with the EAS feature.
This is a status item.

Agent login/logout tables

The second through twentieth skills to which the agent logged in. The number of skills per
agent depends on the type of switch. The LOGONSKILL 2 through LOGONSKILL20 items
are available with the EAS feature.

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LOGONSTART
(real-time)
The LOGONSTART item is included in the following database tables:

Agent tables
The time of day at which the agent logged into this SPLIT. This field is not set unless the
agent is logged in. If the agent has not logged in during the collection interval, the value is
blank. Valid values are null and time-of-day.
This is a status item.

LOGOUT
The LOGOUT item is included in the following database tables:

Agent login/logout tables

The time at which the agent logged out.

LOGOUT_DATE
The LOGOUT_DATE item is included in the following database tables:

Agent login/logout tables

The date on which the agent logged out. This field is a standard UNIX time field; that is, the
time is stored as the number of seconds since January 1, 1970.

LOGOUTREASON
The LOGOUTREASON item is included in the following database tables:
Agent login/logout tables
The reason code, which can be 0 through 9, that is associated with the agent’s logout. For
switch releases earlier than the DEFINITY ECS R5 and switch releases that do not have
the EAS feature and reason codes active, this field always contains a 0 when the agent
has logged out.
Agent trace tables
The reason code, which can be 0 through 9, that is associated with the agent’s logout. For
switch releases earlier than the DEFINITY ECS R5 and switch releases that do not have
the EAS feature and reason codes active, this field always contains a 0 when the agent
has logged out.

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LOOKATTEMPTS
The LOOKATTEMPTS item is included in the following database tables:

Vector tables
The number of times that Look-Ahead Interflow or BSR Interflow was attempted for calls in
this vector. Network Call Redirection (Network call Deflection [NCD] or Network Call
Transfer [NCT]) invoke attempts are also counted as LOOKATTEMPTS. Look-Ahead
Interflow and BSR interflow attempts that are successful are also counted as
LOOKFLOWCALLS. NCR attempts that are successful are also counted as
DEFLECTCALLS. BSR poll calls are not counted as LOOKATTEMPTS. They are counted
as NETPOLLS.
This is a cumulative item.

VDN tables
The number of times that Look-Ahead Interflow or BSR Interflow was attempted for calls in
this VDN. Network Call Redirection (NCD or NCT) invoke attempts are also counted as
LOOKATTEMPTS. Look-Ahead Interflow and BSR interflow attempts that are successful
are also counted as LOOKFLOWCALLS. NCR attempts that are successful are also
counted as DEFLECTCALLS. BSR poll calls are not counted as LOOKATTEMPTS. They
are counted as NETPOLLS.
This is a cumulative item.

LOOKFLOWCALLS
The LOOKFLOWCALLS item is included in the following database tables:

Vector tables
The number of INTERFLOWCALLS that are redirected by way of the Look-Ahead Interflow
or BSR features. The LOOKFLOWCALLS item is available with the Look-Ahead Interflow
feature.
LOOKFLOWCALLS is a subset of INTERFLOWCALLS and includes LOOKATTEMPTS for
the Look-Ahead Interflow or BSR interflows. With BSR interflow, every LOOKATTEMPTS
should also be counted as a LOOKFLOWCALLS unless a failure occurs.
This is a cumulative item.

VDN tables
The number of INTERFLOWCALLS that are redirected by way of the Look-Ahead Interflow
or BSR feature. LOOKFLOWCALLS item is available with the Look-Ahead Interflow
feature.

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LOOKFLOWCALLS is a subset of INTERFLOWCALLS and includes LOOKATTEMPTS for

the Look-Ahead Interflow or BSR interflows. With BSR interflow, every LOOKATTEMPTS
should also be counted as a LOOKFLOWCALLS unless a failure occurs.
This is a cumulative item.

LOWCALLS
The LOWCALLS item is included in the following database tables:

Split/skill tables
On switches with the Vectoring feature, LOWCALLS is the number of ACDCALLS with low
priority that are answered by this split/skill.
On switches without the Vectoring feature, LOWCALLS is the number of ACDCALLS with
no priority that are answered by this split/skill.
This is a cumulative item.

MALICIOUS
(real-time)
The MALICIOUS item is included in the following database tables:

Agent tables
An indication of whether a malicious call trace (MCT) is active for the agent for any
split/skill. Valid values for MALICIOUS are 0, which means that no MCT was activated, and
1, which means that a MCT was activated.
This is a status item.

Call record tables

An indication of whether a MCT was activated for this call segment. Valid values for
MALICIOUS are 0, which means that no MCT was activated, and 1, which means that a
MCT was activated.

MAXINQUEUE
The MAXINQUEUE item is included in the following database tables:
Split/skill tables
The maximum number of simultaneous calls that are in this split/skill queue during the
collection interval.
This is a maximum value item.

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MAXOCWTIME
The MAXOCWTIME item is included in the following database tables:

Split/skill tables
The maximum length of time that a call, recorded during the collection interval, waited in
queue and ringing before an agent answered in this split/skill, the caller abandoned, or the
call was redirected, received a busy signal, or was disconnected.
This is a maximum value item.

VDN tables
The maximum time that a call, recorded during the collection interval, waited in the VDN
before being answered (ACD calls) or connected (non-ACD calls), abandoning, being
redirected, receiving a busy signal or being disconnected. This applies only to the first
disposition of the call. This is a maximum value item.

MAXSTAFFED
The MAXSTAFFED item is included in the following database tables:

Split/skill tables
The maximum number of agents that are simultaneously staffed during the collection
interval. MAXSTAFFED includes MAXTOP.
This is a maximum value item.

MAXTOP
The MAXTOP item is included in the following database tables:

Split/skill tables
The maximum number of top agents who are staffed during the collection interval in this
split/skill. This item is available with the EAS feature.
This is a maximum value item.

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MAX_TOT_PERCENTS
The MAX_TOT_PERCENTS item is included in the following database tables:

Split/skill tables
The maximum total staffed agent percentages that are allocated to a skill. The
MAX_TOT_PERCENTS item is available on the DEFINITY ECS R6 switches through
Definity R10, MultiVantage R11, and later switches with the EAS feature.
This is an administrative item.

MAXWAITING
The MAXWAITING item is included in the following database tables:

VDN tables
The maximum number of calls that are in queue, in vector processing and ringing
simultaneously in the VDN during the collection interval.
This is a maximum value item.

MBUSY
(real-time)
The MBUSY item is included in the following database tables:
Trunk group tables
The number of trunks in the trunk group that are currently maintenance busy.
This is a status item.

MBUSYTIME
The MBUSYTIME item is included in the following database tables:
Trunk group tables
The total time during the collection interval that trunks in the trunk group were maintenance
busy.
This is a cumulative item.
Trunk tables
The total time during the collection interval that this trunk was maintenance busy.
This is a cumulative item.

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MCT
The MCT item is included in the following database tables:

Agent trace tables

An indication that the agent activated a malicious call trace.

MEDCALLS
The MEDCALLS item is included in the following database tables:

Split/skill tables
On switches with the Vectoring feature, MEDCALLS is the number of ACDCALLS with
medium priority that are answered by agents in the split/skill. For example, answered calls
that are queued to the split/skill with medium priority by a “queue to” or “check” vector
command. MEDCALLS includes calls that are queued to a split/skill with no priority using
the “route to” or “messaging split” vector commands, calls that queued directly to a non-
vector-controlled split with no priority, and calls that intraflowed to a split/skill with no
priority.
On switches without the Vectoring feature, MEDCALLS is the number of ACDCALLS with
the priority set to yes that are answered by agents in the split/skill.
This is a cumulative item.

MOVEPENDING
(real-time)
The MOVEPENDING item is included in the following database tables:

Agent tables
An indication that a move to a new split/skill or a change of skills is pending for this agent.
Valid values for MOVEPENDING are 0, which means that no move is pending, and 1,
which means that a move is pending. MOVEPENDING is available on DEFINITY Generic
3 Version 4 switches through Definity R10, MultiVantage R11, and later switches with the
Move Agent While Staffed feature.
This is a status item.

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NETDISCCALLS
The NETDISCCALLS item is included in the following database tables:

Vector tables
The number of calls that disconnected as a result of the reply step in BSR. The
NETDISCCALLS item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches.
This is a cumulative item.

VDN tables
The number of calls that disconnected as a result of the BSR reply step. The
NETDISCCALLS item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches.
This is a cumulative item.

NETINCALLS
The NETINCALLS item is included in the following database tables:

VDN tables
The number of calls that interflowed in from the network in BSR. The NETINCALLS item is
available on the DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and
later switches. This is a cumulative item.

NETINTIME
The NETINTIME item is included in the following database tables:

VDN tables
The time, in seconds, that the call was in a VDN somewhere else in the network. The
NETINTIME item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches.
This is a cumulative item.

Call record tables

The length of time that the call spends in a VDN while processing at a switch that is located
elsewhere in the network. The NETINTIME item is available on the DEFINITY ECS R6
switches through Definity R10, MultiVantage R11, and later switches.

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NETPOLLS
The NETPOLLS item is included in the following database tables:

Vector tables
The number of network polls for the “consider” vector steps in BSR. The NETPOLLS item
is available on the DEFINITY ECS R6 switches through Definity R10, MultiVantage R11,
and later switches.
This is a cumulative item.

VDN tables
The number of network polls for “consider” vector steps in BSR. The NETPOLLS item is
available on the DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and
later switches.
This is a cumulative item.

NOANSREDIR
The NOANSREDIR item is included in the following database tables:

Split/skill tables
The number of split/skill ACD calls that rang at agent positions in the split/skill and then
were automatically redirected back to the split/skill queue or to a VDN by the Redirection
on No Answer feature because they were not answered.
When a call is requeued to the same split/skill by the Redirection on No Answer feature, it
is counted as an outflow from the split/skill and an inflow to the same split/skill. This is not
true for calls that are redirected to a VDN by the Redirection on No Answer feature, rather
than redirecting the call back to the same split/skill.
Such calls count as outflows from the original split or skill, but do not count as inflows to the
next split/skill to which they are queued through the new VDN. It is also counted as a
NOANSREDIR call and so can be subtracted out from the outflows and from the inflows to
calculate the number of outflows and inflows that are not due to requeuing the call to the
same split.
This is a cumulative item.

Agent tables
The number of split/skill and direct agent ACD calls that rang at this agent's telephone and
then were automatically redirected by the Redirection on No Answer feature because they
were not answered. Split/skill ACD calls are requeued to the split/skill or VDN, whereas
direct agent ACD calls are redirected to the agent's coverage path.

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Redirection On No Answer to a VDN is available on the DEFINITY ECS R5 switches

through Definity R10, MultiVantage R11, and later switches.
This is a cumulative item.

VDN tables
The number of split/skill and direct agent ACD calls that rang at agent stations and then
were automatically redirected by the Redirection on No Answer feature because they were
not answered.
This is a cumulative item.

NUMAGREQ
The NUMAGREQ item is included in the following database tables:

Current day report tables

The number of agents required to handle FCALLS.

NUMINUSE
(real-time)
The NUMINUSE item is included in the following database tables:

Trunk group tables

The number of TRUNKS that are currently on calls or maintenance busy. NUMINUSE =
INBOUND + OUTBOUND + MBUSY
This is a status item.

NUMTGS
(real-time)
The NUMTGS item is included in the following database tables:

VDN tables
The number of trunk groups that are assigned to this VDN.
This is an administrative item.

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NUMVDNS
(real-time)
The NUMVDNS item is included in the following database tables:

Vector tables
The number of VDNs that are currently assigned to this VECTOR.
This is an administrative item.

O_ABNCALLS
The O_ABNCALLS item is included in the following database tables:

Split/skill tables
The number of ABNCALLS that are placed by an adjunct, that is, the number of outbound
predictive dialing calls that are abandoned by the far end. O_ABNCALLS is a subset of
ABNCALLS. Available for outbound calls with the ASAI feature.
This is a cumulative item.

Trunk group tables

The number of OUTCALLS on this trunk group that are offered by an adjunct as split/skill
or direct agent ACD calls and were answered and then abandoned by the far end. The
O_ABNCALLS item is available with the ASAI feature.
This is a cumulative item.

Trunk tables
The number of OUTCALLS on this trunk that are offered by an adjunct as split/skill or direct
agent ACD calls and were answered and then abandoned by the far end before talking to
an agent. The O_ABNCALLS item is available with the ASAI feature. This is a cumulative
item.

O_ACDCALLS
The O_ACDCALLS item is included in the following database tables:
Split/skill tables
The number of ACDCALLS that are placed by an adjunct (outbound predictive dialing).
O_ACDCALLS includes DA_ACDCALLS. The O_ACDCALLS item is available with the
ASAI feature.
This is a cumulative item.

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Agent tables
The number of ACDCALLS and DA_ACDCALLS that are placed by an adjunct (predictive
dialing). The O_ACDCALLS item is available with the ASAI feature.
This is a cumulative item.

Trunk group tables

The number of OUTCALLS from this trunk group that are offered by an adjunct to one or
more splits/skills and were answered by an agent. The O_ACDCALLS item is available
with the ASAI feature.
This is a cumulative item.

Trunk tables
The number of OUTCALLS from this trunk that are offered by an adjunct as split/skill or
direct agent ACD calls and were answered by an agent. The O_ACDCALLS item is
available with the ASAI feature.
This is a cumulative item.

O_ACDTIME
The O_ACDTIME item is included in the following database tables:
Split/skill tables
The talk time of all O_ACDCALLS. O_ACDTIME does not include HOLDTIME.
O_ACDTIME is included in ACDTIME. The O_ACDTIME item is available with the ASAI
feature.
This is a cumulative item.
Agent tables
The talk time of all O_ACDCALLS. O_ACDTIME does not include HOLDTIME.
O_ACDTIME is included in ACDTIME. The O_ACDTIME item is available with the ASAI
feature.
This is a cumulative item.

O_ACWTIME
The O_ACWTIME item is included in the following database tables:
Split/skill tables
The duration of all ACW that is associated with O_ACDCALLS. O_ACWTIME is included
in ACWTIME. The O_ACWTIME item is available with the ASAI feature.
This is a cumulative item.

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Agent tables
The duration of all ACW that is associated with O_ACDCALLS. O_ACWTIME is included
in ACWTIME. The O_ACWTIME item is available with the ASAI feature.
This is a cumulative item.

O_OTHERCALLS
The O_OTHERCALLS item is included in the following database tables:

Split/skill tables
The number of outbound calls that queued to this split/skill and are not answered or
abandoned as ACD split/skill calls. O_OTHERCALLS includes forced busy calls and calls
with unknown dispositions. The O_OTHERCALLS item is available with the ASAI feature.
This is a cumulative item.

Trunk group tables

The number of OUTCALLS on this trunk group that are not answered or abandoned as
ACD split/skill calls. O_OTHERCALLS includes extension out calls, calls forced busy and
forced disconnected, short outgoing calls, and calls with unknown dispositions.
O_OTHERCALLS includes SHORTCALLS.
This is a cumulative item.

Trunk tables
The number of OUTCALLS on this trunk that are not answered or abandoned as ACD
split/skill calls. O_OTHERCALLS includes extension out calls, calls forced busy and forced
disconnected, short outgoing calls, and calls with unknown dispositions. O_OTHERCALLS
includes SHORTCALLS. This is a cumulative item.

OBSERVINGCALL
The OBSERVINGCALL item is included in the following database tables:

Call record tables

An indication of whether this call represents an agent observing or bridging on to an
existing call. Valid values for OBSERVINGCALL are 0, which means that no observing
took place, and 1, which means that observing did take place.

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OBSLOCID
The OBSLOCID item is included in the following database tables:

Call record tables

The location ID of an agent observing or bridging on to an existing call. OBSLOCID is
available with DEFINITY R8 and later.

OLDESTCALL
(real-time)
The OLDESTCALL item is included in the following database tables:

Split/skill tables
The number of seconds that the oldest split/skill ACD call has waited in queue or ringing.
This is a status item.

VDN tables
The number of seconds that the oldest call has waited in this VDN.
This is a status item.

OLDEST_LOGON
(real-time)
The OLDEST_LOGON item is included in the following database tables:
Agent tables
The split/skill to which the agent has been logged in for the longest amount of time.
OLDEST_LOGON is always the first administered skill.
This is a status item.

ONACD
(real-time)
The ONACD item is included in the following database tables:
Split/skill tables
The number of agents that are currently on inbound and outbound ACD calls to this
split/skill. ONACD includes ONACDOUT.
This is a status item.

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ONACDAUXOUT
(real-time)
The ONACDAUXOUT item is included in the following database tables:

Split/skill tables
The number of agents that are currently on AUXOUT calls with an ACD call on hold for this
split/skill. For agents in multiple skills with multiple call handling, the last call the agent put
on hold was for this skill.
This is a status item.

ONACDOUT
(real-time)
The ONACDOUT item is included in the following database tables:

Split/skill tables
The number of agents that are currently on outbound calls that were placed by an adjunct
to this split/skill. The ONACDOUT item is available with the ASAI feature.
This is a status item.

ONACWIN
(real-time)
The ONACWIN item is included in the following database tables:

Split/skill tables
The number of agents that are currently in ACW for this split/skill and on inbound extension
calls. These agents are also counted in INACW. ONACWIN includes agents who are
receiving extension calls from ACW that is associated with split/skill ACD calls and from
ACW that is not associated with an ACD call.
This is a status item.

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ONACWOUT
(real-time)
The ONACWOUT item is included in the following database tables:

Split/skill tables
The number of agents that are currently in ACW for this split/skill and on outbound
extension calls. These agents are also counted in INACW. ONACWOUT includes agents
who are making extension calls from ACW that is associated with split/skill ACD calls and
from ACW that is not associated with an ACD call.
This is a status item.

ONAUXIN
(real-time)
The ONAUXIN item is included in the following database tables:

Split/skill tables
The number of agents that are currently in AUX work or AVAILABLE with an ACD or
AUXIN/AUXOUT call on hold and on an inbound extension call where SPLIT is
OLDEST_LOGON.
This is a status item.

ONAUXOUT
(real-time)
The ONAUXOUT item is included in the following database tables:

Split/skill tables
The number of agents that are currently in AUX work or AVAILABLE with an ACD or
AUXIN/AUXOUT call on hold, and on an outbound extension call.
This is a status item.

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ONHOLD
(real-time)
The ONHOLD item is included in the following database tables:

Split/skill tables
The number of split/skill ACD calls for this split/skill that are currently on hold at agent
stations. ONHOLD includes all calls. This is a status item.

Agent tables
The number of calls for any split/skill that are currently on hold at the agent stations.
ONHOLD includes ACDONHOLD. ONHOLD includes all calls.
This is a status item.

ORIGHOLDTIME
The ORIGHOLDTIME item is included in the following database tables:

Call record tables

The total length of time for which the call was put on hold by the originating agent.

ORIGIN
(real-time)
The ORIGIN item is included in the following database tables:

Agent tables
The outbound call origination for the call on which the agent is currently talking for any
split/skill. Valid values for ORIGIN are blank, PHONE, and KEYBOARD (adjunct-dialed).
This is a status item.

ORIGLOCID
The ORIGLOCID item is included in the following database tables:

Call record tables

The location ID of the agent who is originating the call. ORIGLOCID is available with
DEFINITY R8 and later

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ORIGLOGIN
The ORIGLOGIN item is included in the following database tables:

Call record tables

The login ID of the agent who is originating the call. This is used for calls that an agent
originates to another agent, to an on-switch extension, or to an external destination.

ORIGREASON
The ORIGREASON item is included in the following database tables:

Call record tables

The reason code, from 0 through 9, that is associated with the originating agent’s mode, if
the agent is in the AUX. For agents in AUX on switches with releases prior to the R5 or
switches that do not have EAS and reason codes active, ORIGREASON is always 0.

OTHER
(real-time)
The OTHER item is included in the following database tables:

Split/skill tables
The number of agents that are currently doing OTHER work. Agents show up in OTHER
directly after the link to the switch is initiated and directly after the agents log in before the
CMS is notified of the agent’s work state.
While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount
of time that is spent doing any of the following:
● An agent put any call on hold and perform no further action.
● The agent is on a direct agent call or in ACW for a direct agent call.
● The agent is dialing to place a call or to activate a feature.
● An extension call or a direct agent ACD call is ringing with no other activity.
● The length of time agents were logged into multiple splits/skills and doing work for a
split/skill other than this one.
With the EAS feature and multiple call handling, agents are available in other multiple call
handling skills, but not in this skill.
This is a status item.

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OTHERCALLS
The OTHERCALLS item is included in the following database tables:

Split/skill tables
The number of calls offered to this split/skill that do not abandon and are not answered by
an ACD agent for this split/skill. OTHERCALLS = BUSYCALLS + DISCCALLS +
OUTFLOWCALLS + DEQUEUECALLS. This is a cumulative item.

Trunk group tables

The number of INCALLS carried by this trunk group that are not answered as split/skill or
direct agent ACD calls or do not abandon. These include forced busy calls, forced
disconnect calls, calls that are connected to a non-ACD destination, short inbound calls,
calls that outflowed off the switch, and calls with unknown dispositions. OTHERCALLS
includes BUSYCALLS, DISCCALLS, SHORTCALLS, and CONNECTCALLS.
OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS.
This is a cumulative item.

Trunk tables
The number of INCALLS carried by this trunk that are not answered as split/skill or direct
agent ACD calls or do not abandon. These include forced busy calls, forced disconnect
calls, calls that are connected to a non-ACD destination, short inbound calls, and calls with
unknown dispositions. OTHERCALLS includes BUSYCALLS, DISCCALLS,
SHORTCALLS and CONNECTCALLS. OTHERCALLS = INCALLS - ACDCALLS -
ABNCALLS
This is a cumulative item.

Vector tables
The number of INCALLS that are redirected out of the vector, given a busy signal, or are
disconnected. OTHERCALLS includes BUSYCALLS, DISCCALLS, and
OUTFLOWCALLS. OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS
This is a cumulative item.

VDN tables
The number of calls that are given a forced busy, forced disconnect, or outflowed from the
switch, and non-ACD calls that are answered (CONNECTCALLS). OTHERCALLS
includes BUSYCALLS, CONNECTCALLS, DISCCALLS, and OUTFLOWCALLS.
OTHERCALLS = INCALLS - ACDCALLS - ABNCALLS
This is a cumulative item.

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OTHERTIME
The OTHERTIME item is included in the following database tables:

Split/skill tables
The length of time that OTHERCALLS wait in queue until the disposition is known and the
call left the split/skill. OTHERTIME relates to time for OTHERCALLS and is not related to
I_OTHERTIME, which is the time agents that spend in the OTHER state. OTHERTIME
includes BUSYTIME, DEQUETIME, DISCTIME, and OUTFLOWTIME.
This is a cumulative item.

Vector tables
The length of time that OTHERCALLS spend in the vector until the disposition is known
and the call leaves the vector. OTHERTIME includes BUSYTIME, DISCTIME, and
OUTFLOWTIME.
This is a cumulative item.

VDN tables
The total length of time that OTHERCALLS spend in the VDN until the calls leave the VDN.
Instances that cause the call to leave the VDN include when the call drops, when the call is
sent to another VDN, when the call is transferred, or when the call is sent outside of the
switch. OTHERTIME includes BUSYTIME, CONNECTTIME, CONNTALKTIME,
DISCTIME, and OUTFLOWTIME.
This is a cumulative item.

OUTBOUND
(real-time)
The OUTBOUND item is included in the following database tables:

Trunk group tables

The number of trunks in this trunk group that are currently busy on outbound calls.
OUTBOUND includes ADJUNCTOUT.
This is a status item.

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OUTCALLS
The OUTCALLS item is included in the following database tables:

Trunk group tables

The number of outbound calls that are carried by this TKGRP and complete during the
collection interval. OUTCALLS includes COMPLETED, O_ABNCALLS, O_ACDCALLS,
O_OTHERCALLS, TRANSFERRED, and SHORTCALLS. OUTCALLS = O_ACDCALLS +
O_ABNCALLS + O_OTHERCALLS.
This is a cumulative item.

Trunk tables
The number of outbound calls that are carried by the trunk and complete during the
collection interval. OUTCALLS includes COMPLETED, O_ABNCALLS, O_ACDCALLS,
O_OTHERCALLS, TRANSFERRED and SHORTCALLS. OUTCALLS = O_ACDCALLS +
O_ABNCALLS + O_OTHERCALLS. This is a cumulative item.

OUTFLAG
The OUTFLAG item is included in the following database tables:

Agent login/logout tables

An indication of whether the agent logout out while the link to the switch was inactive. Valid
values for OUTFLAG are NULL, which means that the agent did not log out, and >, which
means that the agent did log out.

OUTFLOWCALLS
The OUTFLOWCALLS item is included in the following database tables:

Split/skill tables
The number of CALLSOFFERED that are redirected to another destination while queued
to this split/skill. This can happen under different circumstances, depending on the switch
release and on whether the Vectoring feature is active or not.
On switches without the Vectoring feature, a call can be counted as OUTFLOWCALLS in
any of the following instances:
● The call intraflowed or interflowed.
● The split/skill call forwarding was active.
● A ringing ACD call was answered using call pickup.
● A ringing ACD call redirected on no answer.

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On switches with vectoring, a call can be counted as OUTFLOWCALLS in any of the

following instances:
● A ringing ACD call redirected on no answer.
● The call rang at an agent in this split/skill and was answered using call pickup.
● The call was routed to another VDN.
● The call routed to a number or digits.
● The call queued to a messaging split/skill.
● The call queued to this split/skill as the primary split/skill and was answered by an agent
in another split/skill, rang at an agent in another split/skill and then abandoned or was
redirected by the Redirection on No Answer feature.
OUTFLOWCALLS includes INTERFLOWCALLS, NOANSREDIR, and SLVLOUTFLOWS.
This is a cumulative item.

Vector tables
The number of INCALLS that are redirected to another destination by way of a “go to”
vector command or by a “route to” or “adj rout link” command to a destination other than a
split/skill or direct agent. Calls that route to a split/skill or direct agent by way of a “route to”,
“adj rout link”, or “messaging split/skill” vector command are still tracked in the vector.
OUTFLOWCALLS includes GOTOCALLS and INTERFLOWCALLS.
This is a cumulative item.

VDN tables
The number of INCALLS that are redirected to another VDN or to a destination outside the
switch by way of a “route to” or “adj rout link” vector command, or calls that are redirected
to another VDN by the Redirect on No Answer feature. Calls are only counted as outflows
from the VDN when they are redirected to another VDN or to an off-switch destination.
Calls in the VDN that route to other destinations, such as split/skills or extensions, are not
counted as outflows from the VDN. OUTFLOWCALLS includes INTERFLOWCALLS and
SLVLOUTFLOWS.
This is a cumulative item.

OUTFLOWTIME
The OUTFLOWTIME item is included in the following database tables:

Split/skill tables
The length of time that all OUTFLOWCALLS wait in queue or ringing before being
redirected.
This is a cumulative item.

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Vector tables
The length of time that all OUTFLOWCALLS spend in the VECTOR before being
redirected. OUTFLOWTIME includes GOTOTIME.
This is a cumulative item.

VDN tables
The length of time that all OUTFLOWCALLS spend in the VDN before being redirected.
This is a cumulative item.

OUTTIME
The OUTTIME item is included in the following database tables:

Trunk group tables

The trunk holding time for all OUTCALLS that are carried by trunks in this trunk group and
complete during the collection interval. Trunk holding time is the time from the initial trunk
seizure until the trunk goes idle. The trunk does not go idle until far end drops, the agent
releases the call, or the switch disconnects the call. OUTTIME includes SETUPTIME.
This is a cumulative item.

Trunk tables
The trunk holding time for all OUTCALLS that are carried by this trunk and complete during
the collection interval. Trunk holding time is the time from the initial trunk seizure until the
trunk goes idle. The trunk does not go idle until the far end drops, the agent releases the
call, or the switch disconnects the call.
This is a cumulative item.

PENDINGSPLIT
(real-time)
The PENDINGSPLIT item is included in the following database tables:
Agent tables
The split/skill to which the agent will be moved. The move is pending until the agent is idle.
In the case of a change of multiple skills in one request, PENDINGSPLIT is set to the first
new skill for the agent. It is possible for PENDINGSPLIT to be blank or 0, even when
MOVEPENDING is set. This can happen when the link to the switch is initiated and a move
is already pending for an agent. PENDINGSPLIT is available on DEFINITY Generic 3
Version 4 switches through Definity R10, MultiVantage R11, and later switches.
This is a status item.

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PERCENT
(real-time)
The PERCENT item is included in the following database tables:

Agent tables
The percentage, from 0 to 100, of an agent’s time that is to be spent in this skill. The
PERCENT item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature. This is a administrative item.

PERIOD1 through PERIOD9

The PERIOD1 through PERIOD9 items appear in the following database tables:

Split/skill tables
The length, in seconds, of each service level increment as defined in the Call Center
Administration: Split/Skill Call Profile window. Each increment represents a progressively
longer wait time. CMS counts answered or abandoned calls that wait beyond the last
increment, which is PERIOD9, in ACDCALLS10 or ABNCALLS10, as appropriate.
This is an administrative item.

VDN tables
The length, in seconds, of each service level increment as defined in the Call Center
Administration: VDN Call Profile window. Each increment represents a progressively
longer wait time. CMS counts answered or abandoned calls that wait beyond the last
increment, which is PERIOD9, in ANSCONNCALLS10 or ABNCALLS10.
This is an administrative item.

PERIODCHG
The PERIODCHG item is included in the following database tables:

Split/skill tables
An indication of whether service level increments PERIOD1 through PERIOD9 changed
during the collection interval. Service level is defined on the Call Center Administration:
Split/Skill Call Profile window. Valid values for PERIODCHG are 0, which means that no
change was made, and 1, which means that a change was made.
This is an administrative item.

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VDN tables
An indication of whether service level increments PERIOD1 through PERIOD9 changed
during the collection interval. Service level is defined on the Call Center Administration:
VDN Call Profile window. Valid values for PERIODCHG are 0, which means that no
change was made, and 1, which means that a change was made.
This is an administrative item.

PHANTOMABNS
The PHANTOMABNS item is included in the following database tables:

Split/skill tables
The number of split/skill ACD calls for which talk time is less than the value of the phantom-
abandon call timer.
This is a cumulative item.

Agent tables
The number of ACD calls for which talk time is less than the value of the phantom-abandon
call timer.
This is a cumulative item.

Vector tables
The number of split/skill and direct agent ACD calls and calls that were routed to an agent
or extension for which talk time is less than the value of the phantom-abandon call timer.
This is a cumulative item.

VDN tables
The number of split/skill and direct agent ACD calls and calls that were routed to an agent
or extension for which talk time is less than the value set for the phantom-abandon call
timer.
This is a cumulative item.

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POSITION
(real-time)
The POSITION item is included in the following database tables:

Agent tables
The position number that is associated with this EXTENSION. On switches that do not
have the EAS feature, agents who are in multiple splits have more than one POSITION.
On switches that do have the EAS feature, agents who are in multiple skills have one
POSITION.

POSITIONS
(real-time)
The POSITIONS item is included in the following database tables:

Split/skill tables
On switches that do not have the EAS feature, POSITIONS is the number of agent
positions that are currently assigned to this SPLIT.
On switches that do have the EAS feature, POSITIONS is the number of agent positions
that are currently logged in to this skill.
This is an administrative item.

PREFERENCE
(real-time)
The PREFERENCE item is included in the following database tables:

Agent tables
An indication of the agent’s call handling preference. Valid values for PREFERENCE are
blank, LVL (service level), NEED (greatest need), PCNT (percent allocation). The
PREFERENCE item is available on the DEFINITY ECS R5 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a administrative item.

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Agent Login/Logout tables

An indication of the agent’s call handling preference. Valid values for PREFERENCE are
blank, LVL (service level), NEED (greatest need), PCNT (percent allocation). The
PREFERENCE item is available on the DEFINITY ECS R5 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature. PCNT is available on the
DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later switches.
This is an administrative item.

PRIORITY
(real-time)
The PRIORITY item is included in the following database tables:

Trunk tables
The priority at which the call was queued.
On switches that do not have the Vectoring feature, the valid values for PRIORITY are
YES, NO, or as defined in Dictionary.
On switches that do have the Vectoring feature, the valid values for PRIORITY are LOW,
MED, HIGH, TOP, or as defined in Dictionary. MED is used for “no priority” and HIGH is
used for “priority” calls that queue directly to a split/skill without going through a vector and
for calls that queue to a split/skill by “route to” number or “messaging split/skill” vector
commands.
PRIORITY is blank (NULL) when the call is dequeued, which means that the call rings at
an agent, outflows or dequeues from the split/skill, the call abandons from queue, or the
call gets a forced busy or a forced disconnect.
This is a status item.

PRIORITY2 and PRIORITY3

(real-time)
The PRIORITY2 and PRIORITY3 items appear in the following database tables:
Trunk tables
The priority at which the call was queued to a second or third split/skill. Valid values for
PRIORITY are LOW, MED, HIGH, TOP, or as defined in Dictionary. PRIORITY is blank
(NULL) when the call is dequeued, which means that the call rings at an agent, outflows or
dequeues from the split/skill, the call abandons from queue, or the call gets a forced busy
or a forced disconnect. The PRIORITY2 and PRIORITY3 items are available with the
Vectoring feature.
This is a status item.

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QUECOUNT
(real-time)
The QUECOUNT item is included in the following database tables:

Trunk tables
The number of ACD splits/skills to which the call is queued. QUECOUNT is blank (NULL)
when the trunk goes idle, gets forced busy, gets a forced disconnect, connects to a station
or agent, or forwards out of the queue. Valid values for QUECOUNT are NULL, 1, 2, and 3.
This is a status item.

QUETYPE
(real-time)
The QUETYPE item is included in the following database tables:

Trunk tables
An indication of whether this call entered the queue as a result of a “queue to” or another
vector command. QUETYPE is blank (NULL) for direct agent calls, when vectoring is not
used, and when the call dequeues. A call is removed from the queue when it is answered,
abandoned, forced busy, or forced disconnected. Valid values for QUETYPE are NULL,
MAIN, and BACKUP.
This is a status item.

QUETYPE2 and QUETYPE3

(real-time)
The QUETYPE2 and QUETYPE3 items appear in the following database tables:

Trunk tables
An indication of whether this call entered the second or third queue as a result of a “queue
to” or another vector command. QUETYPE2 and QUETYPE3 are NULL when vectoring is
not used and when the call dequeues. A call is removed from the queue when it is
answered, abandoned, forced busy, or forced disconnected. Valid values for QUETYPE2
and QUETYPE3 are NULL, MAIN, and BACKUP.
This is a status item.

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R1AGINRING
(real-time)
The R1AGINRING item is included in the following database tables:

Split/skill tables
The number of Reserve 1 agents who have an ACD call ringing for this skill.
The R1AGINRING item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches with the EAS feature.
This is a status item.

R1AVAILABLE
(real-time)
The R1AVAILABLE item is included in the following database tables:

Split/skill tables
The number of Reserve 1 agents who are available to take a call.
The R1AVAILABLE item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches with the EAS feature.
This is a status item.

R1INACW
(real-time)
The R1INACW item is included in the following database tables:

Split/skill tables
The number of Reserve 1 agents who are in ACW for this skill.
The R1INACW item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a status item.

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R1INAUX
(real-time)
The R1INAUX item is included in the following database tables:

Split/skill tables
The number of Reserve 1 agents who are in AUX work for this skill.
R1INAUX does not include the Reserve Level 1 Agents in R1INAUXSTBY.
The R1INAUX item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a status item.

R1INAUXSTBY
(real-time)
The R1INAUXSTBY item is included in the following database tables:

Split/skill tables
R1INAUXSTBY is the number of Reserve Level 1 agents who are in AUX Work when the
skill is Normal.
The number of Reserve Level 1 agents in R1INAUXSTBY is not included in R1INAUX,
R1STAFFED or STAFFED.
R1INAUXSTBY is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a status item.

R1ONACD
(real-time)
The R1ONACD item is included in the following database tables:

Split/skill tables
The number of Reserve 1 agents who are on ACD calls for this skill.
The R1ONACD item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a status item.

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R1OTHER
(real-time)
The R1OTHER item is included in the following database tables:

Split/skill tables
The number of Reserve 1 agents who are doing other work for this skill while activated.
The R1OTHER item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
R1OTHER does not include Reserve Level 1 Agents in R1OTHERSTBY.
This is a status item.

R1OTHERSTBY
(real-time)
The R1OTHERSTBY item is included in the following database tables:

Split/skill tables
R1OTHERSTBY is the number of Reserve 1 Agents who are logged in and in standby
because the skill is Normal.
R1OTHERSTBY is not included in R1OTHER, R1STAFFED or STAFFED.
R1OTHERSTBY is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a status item.

R1STAFFED
(real-time)
The R1STAFFED item is included in the following database tables:

Split/skill tables
The number of agents who are logged in to this skill as Reserve 1 and the skill is not
Normal.
R1STAFFED does not include Reserve Level 1 Agents in R1OTHERSTBY or
R1INAUXSTBY.
The R1STAFFED item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches with the EAS feature. This is a status item.

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R2AGINRING
(real-time)
The R2AGINRING item is included in the following database tables:

Split/skill tables
The number of Reserve 2 agents who have an ACD call ringing for this skill.
The R2AGINRING item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches with the EAS feature.
This is a status item.

R2AVAILABLE
(real-time)
The R2AVAILABLE item is included in the following database tables:

Split/skill tables
The number of Reserve 2 agents who are available to take a call.
The R2AVAILABLE item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches with the EAS feature.
This is a status item.

R2INACW
(real-time)
The R2INACW item is included in the following database tables:

Split/skill tables
The number of Reserve 2 agents who are in ACW for this skill.
The R2INACW item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a status item.

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R2INAUX
(real-time)
The R2INAUX item is included in the following database tables:

Split/skill tables
The number of Reserve 2 agents who are in AUX work for this skill. R2INAUX does not
include Reserve 2 agents in R2INAUXSTBY.
The R2INAUX item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a status item.

R2INAUXSTBY
(real-time)
The R2INAUXSTBY item is included in the following database tables:

Split/skill tables
The number of Reserve Level 2 Agents who are in AUX work when the skill state is
Normal.
The number of Reserve Level 2 Agents in R2INAUXSTBY is not included in R2INAUX,
R2STAFFED or STAFFED.
R2INAUXSTBY is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a status item.

R2ONACD
(real-time)
The R2ONACD item is included in the following database tables:

Split/skill tables
The number of Reserve 2 agents who are on ACD calls for this skill.
The R2ONACD item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a status item.

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R2OTHER
(real-time)
The R2OTHER item is included in the following database tables:

Split/skill tables
The number of Reserve 2 agents who are doing other work for this skill while activated.
The R2OTHER item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
R2OTHER does not include Reserve Level 2 agents in R2OTHERSTBY
This is a status item.

R2OTHERSTBY
(real-time)
The R2OTHERSTBY item is included in the following database tables:

Split/skill tables
R2OTHERSTBY is the number of Reserve 2 Agents who are logged in and in standby
because the skill is Normal. The number of Reserve Level 2 Agents in R2OTHERSTBY is
not included in R2OTHER, R2STAFFED or STAFFED.
R2OTHERSTBY is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.
This is a status item.

R2STAFFED
(real-time)
The R2STAFFED item is included in the following database tables:

Split/skill tables
The number of agents who are logged into this skill as Reserve 2 and the skill is in
overload 2.
The R2STAFFED item is available on the DEFINITY ECS R6 switches through Definity
R10, MultiVantage R11, and later switches with the EAS feature. R2STAFFED does not
include Reserve Level 2 agents in R2OTHERSTBY or R2INAUXSTBY.
This is a status item.

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RAGOCC
The RAGOCC item is included in the following database tables:

Current day report tables

The resulting maximum percentage of time for which an agent is on ACD calls.

RAVGSPEED-ANS
The RAVGSPEEDANS item is included in the following database tables:

Current day report tables

The resulting average speed of answer, in seconds, for this type of call.

REASON
The REASON item is included in the following database tables:

Data collection exception table

The reason for the interruption of data collection. Valid values for REASON are shown in
the following table.

Value Reason

91 Data collection started

92 Data collection of new translations started
93 Data collection turned off
94 Data collection busied out
95 Data collection timed out
96 Data collection clock reset
97 Data collection session down
102 Data collection link stalled
103 Data collection link back to normal

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REASON_CODE
The REASON_CODE item is included in the following database tables:

Agent exception table

The reason code that the agent was in when the exception occurred.

RECONNECT
The RECONNECT item is included in the following database tables:

Agent trace tables

An indication that the agent has reconnects to the call after putting it on hold.

RETURNCALLS
The RETURNCALLS item is included in the following database tables:

VDN tables
The number of calls that reached this VDN by way of the VDN return destination feature.
RETURNCALLS is available on DEFINITY Generic 3 Version 3 switches through Definity
R10, MultiVantage R11, and later switches.
This is a cumulative item.

RINGCALLS
The RINGCALLS item is included in the following database tables:

Split/skill tables
The number of split/skill calls that rang at agent positions. RINGCALLS includes
NOANSREDIR.
This is a cumulative item.

Agent tables
The number of split/skill and direct agent ACD calls that rang at the agent’s position.
RINGCALLS includes NOANSREDIR.
This is a cumulative item.

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Vector tables
The number of split/skill and direct agent ACD calls that rang at agent positions.
This is a cumulative item.

VDN tables
The number of split/skill and direct agent ACD calls that rang at agent positions.
This is a cumulative item.

RINGTIME
The RINGTIME item is included in the following database tables:

Split/skill tables
The length of time that calls for this split/skill spend ringing at agent positions independent
of the final disposition and other agent activity. I_RINGTIME is the time that agents spend
with ringing calls and is affected by other agent activity. RINGTIME is the time the caller
spends ringing at the agent station.
This is a cumulative item.

Agent tables
The length of time that split/skill and direct agent ACD calls spend ringing at the agent’s
position independent of disposition or other agent activity. I_RINGTIME is the time that the
agent spends in the ringing state and is affected by other agent activity. RINGTIME is the
time the caller spends ringing at the agent station. RINGTIME includes ANSRINGTIME.
This is a cumulative item.

Vector tables
The length of time that split/skill and direct agent ACD calls spend ringing at agent
positions independent of disposition or other agent activity.
This is a cumulative item.

VDN tables
The length of time that split/skill and direct agent ACD calls spend ringing at agent
positions independent of disposition or other agent activity.
This is a cumulative item.

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ROLE
(real-time)
The ROLE item is included in the following database tables:

Agent report tables

The agent’s service role for the split. Valid values for ROLE are:

ROLE Definition
values

Allocated Percent allocated agent whose skill level is 1 through 16

Backup Skill level agent whose skill level is 1 through 16 and for
whom this skill is not the top skill
Reserved Agent whose skill level is R1 or R2 for this particular skill
Roving Non-EAS agent or greatest need EAS agent whose skill
level is 1 through 16
Top Skill level agent for whom this skill is the first-
administered, highest level 1 through 16

The ROLE item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is a status item.

ROW_DATE
(index)
The ROW_DATE item is included in the following database tables:

Split/skill tables
The date on which data was collected.
This is a row identifier item.

Agent tables
The date on which data was collected or the exception occurred.
This is a row identifier item.

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Trunk group tables

The date on which data was collected or the exception occurred.
This is a row identifier item.

Trunk tables
The date on which data was collected or the exception occurred.
This is a row identifier item.

Vector tables
The date on which data was collected or the exception occurred.
This is a row identifier item.

VDN tables
The date on which data was collected or the exception occurred.
This is a row identifier item.

Call work codes tables

The date on which data was collected or the exception occurred.
This is a row identifier item.

Agent login/logout tables

The date on which data was collected or the exception occurred.
This is a row identifier item.

Agent trace tables

The date on which data was collected or the exception occurred.
This is a row identifier item.

Current day configuration tables

The date on which data was collected or the exception occurred.
This is a row identifier item.

Current day report tables

The date on which data was collected or the exception occurred.
This is a row identifier item.

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Call record tables

The date on which data was collected or the exception occurred.
This is a row identifier item.

Agent exception table

The date on which data was collected or the exception occurred.
This is a row identifier item.

Split/skill exception table

The date on which data was collected or the exception occurred.
This is a row identifier item.

Trunk group exception table

The date on which data was collected or the exception occurred.
This is a row identifier item.

VDN exception table

The date on which data was collected or the exception occurred.
This is a row identifier item.

Vector exception table

The date on which data was collected or which the exception occurred.
This is a row identifier item.

Malicious call trace exception table

The date on which data was collected or the exception occurred.
This is a row identifier item.

Data collection exception table

The date on which data was collected or the exception occurred.
This is a row identifier item.

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ROW_TIME
The ROW_TIME item is included in the following database tables:

Call record tables

The starting time for this segment.

Agent exception table

The time at which the exception occurred.
This is a row identifier item.

Split/skill exception table

The time at which the exception occurred.
This is a row identifier item.

Trunk group exception table

The time at which the exception occurred.
This is a row identifier item.

VDN exception table

The time at which the exception occurred.
This is a row identifier item.

Vector exception table

The time at which the exception occurred.
This is a row identifier item.

Malicious call trace exception table

The time at which the malicious call was reported.
This is a row identifier item.

Data collection exception table

The time at which data collection was interrupted.
This is a row identifier item.

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RSERVLEVELP
The RSERVLEVELP item is included in the following database tables:

Current day report tables

The percentage of calls to be handled within SERVLEVELT seconds.

RSV_LEVEL
The RSV_LEVEL item is included in the following database tables:

Agent tables
RSV_LEVEL provides an indication of whether the skill assigned to the agent is a non-
reserve or a reserve level skill. 0 is for a non-reserve skill, 1 is for a reserve level 1 skill,
and 2 is for a reserve level 2 skill.
RSV_LEVEL is available with Advocate Service Level Supervisor working with CMS
R3V11 or later.

SEGMENT
The SEGMENT item is included in the following database tables:

Call record tables

The identifying number of the call segment. Segment numbers begin with 1 and continue
through the number of segments in the call.

SEGSTART
The SEGSTART item is included in the following database tables:

Call record tables

The UNIX time and date when the call segment started. The UNIX time and date is the
number of seconds since midnight, 01/01/70. Call segments start when CMS receives the
first message for the call because each call segment represents a call. Another segment
starts when an agent transfers or conferences a call.

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SEGSTOP
The SEGSTOP item is included in the following database tables:

Call record tables

The UNIX time and date when the call segment ended. The UNIX time and date is the
number of seconds since midnight, 01/01/70. A call segment ends when all trunks and
agents that are associated with the call segment have dropped off the call. This means that
ACW time for the agent is included when calculating the call segment stop time.

SERVICELEVEL
The SERVICELEVEL item is included in the following database tables:

Split/skill tables
The number of seconds within which calls must be answered or connected in order to be
considered acceptable. The acceptable service level is defined on the Call Center
Administration: Split/Skill Call Profile window.
This is an administrative item.

VDN tables
The number of seconds within which calls must be answered or connected to be
considered acceptable. The acceptable service level is defined on the Call Center
Administration: VDN Call Profile Setup window.
This is an administrative item.

SERVLEVELP
The SERVLEVELP item is included in the following database tables:

Current day report tables

The objective percentage of calls that are to be handled within SERVLEVELT seconds.
This is an administrative item.

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SERVLEVELT
The SERVLEVELT item is included in the following database tables:

Current day report tables

The number of seconds within which SERVLEVELP percent of calls are to be answered.
This is the service level time.
This is an administrative item.

SETUPTIME
The SETUPTIME item is included in the following database tables:

Trunk group tables

The length of time from trunk seizure until OUTCALLS complete at the far end.
This is a cumulative item.

SHORTCALLS
The SHORTCALLS item is included in the following database tables:

Trunk group tables

The number of inbound and outbound calls that occupied a trunk in the trunk group for less
than 2 seconds and that did not queue to a split/skill, forward to a split/skill, get answered
by an agent, get a forced busy or forced disconnect from the switch, or produce a trunk
failure or maintenance busy. SHORTCALLS includes both inbound and outbound calls.
Therefore, OTHERCALLS and O_OTHERCALLS may each include some SHORTCALLS.
This is a cumulative item.

Trunk tables
The number of inbound and outbound calls that occupied a trunk for less than 2 seconds
and that did not queue to a split/skill, forward to a split/skill, get answered by an agent, get
a forced busy or forced disconnect from the switch, or produce a trunk failure or
maintenance busy. SHORTCALLS includes both inbound and outbound calls. Therefore,
OTHERCALLS and O_OTHERCALLS may each include some SHORTCALLS.
This is a cumulative item.

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SKILL1 through SKILL3

The SKILL1 through SKILL3 items appear in the following database tables:

VDN tables
The first, second, and third VDN skills that are assigned to this VDN. The SKILL 1 through
SKILL3 items are available with the EAS feature.
This is an administrative item.

SKILLACWTIME1 through SKILLACWTIME3

The SKILLACWTIME1 through SKILLACWTIME3 items appear in the following database
tables:

VDN tables
The length of time that agents spend in ACW time for calls that are answered in each VDN
skill preference. The SKILLACWTIME1 through SKILLACWTIME3 items are available with
the EAS feature. This is a cumulative item.

SKILLCALLS1 through SKILLCALLS3

The SKILLCALLS1 through SKILLCALLS3 items appear in the following database tables:

VDN tables
The number of calls that are answered by agents in each VDN skill preference. The
SKILLCALLS1 through SKILLCALLS3 items are available with the EAS feature.
This is a cumulative item.

SKILLTIME1 through SKILLTIME3

The SKILLTIME1 through SKILLTIME3 items appear in the following database tables:

VDN tables
The length of time that agents spend talking on calls that are answered in each VDN skill
preference. The SKILLTIME1 through SKILLTIME3 items are available with the EAS
feature
This is a cumulative item.

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SKILLTYPE
The SKILLTYPE item is included in the following database tables:

Agent tables
The type, p for primary or s for secondary, of the first skill to which the agent logged in. The
SKILLTYPE item is available with the EAS feature.
On the DEFINITY ECS R5 switches through Definity R10, MultiVantage R11, and later
switches with the EAS feature, skill level 1 is represented by p, skill level 2 is represented
by s, and skill levels 3 through 16 are blank. Users of more than two skill levels should use
the SKLEVEL items instead of SKILLTYPE.
In the agent tables, SKILLTYPE is a real-time item.
This is an administrative item.

Agent login/logout tables

The type, p for primary or s for secondary, of the first skill to which the agent logged in. The
SKILLTYPE item is available with the EAS feature.
On the DEFINITY ECS R5 switches through Definity R10, MultiVantage R11, and later
switches with the EAS feature, skill level 1 is represented by p, skill level 2 is represented
by s, and skill levels 3 through 16 are blank. Users of more than two skill levels should use
the SKLEVEL items instead of SKILLTYPE.
This is an administrative item.

SKILLTYPE2 through SKILLTYPE4

The SKILLTYPE2 through SKILLTYPE4 items appear in the following database tables:

Agent tables
The type, p for primary or s for secondary, of the second, third, and fourth skills to which
the agent logged in. The SKILLTYPE2 through SKILLTYPE4 items are available with the
EAS feature.
On the DEFINITY ECS R5 switches through Definity R10, MultiVantage R11, and later
switches with the EAS feature, skill level 1 is represented by p, skill level 2 is represented
by s, and skill levels 3 through 16 are blank. Users of more than two skill levels should use
the SKLEVEL 2-20 items instead of SKILLTYPE 2-4.
In the agent tables, SKILLTYPE 2-4 is a real-time item.
This is an administrative item.

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Agent login/logout tables

The type, p for primary or s for secondary, of the second, third, and fourth skills to which
the agent logged in. The SKILLTYPE2 through SKILLTYPE4 items are available with the
EAS feature.
On the DEFINITY ECS R5 switches through Definity R10, MultiVantage R11, and later
switches with the EAS feature, skill level 1 is represented by p, skill level 2 is represented
by s, and skill levels 3 through 16 are blank. Users of more than two skill levels should use
the SKLEVEL 2-20 items instead of SKILLTYPE 2-4.

SKLEVEL
The SKLEVEL item is included in the following database tables:

Agent tables
An indication of the agent’s skill level, which is 1 through 16 for a normal skill, or reserve
level, which is 1 or 2 for a reserve skill. SKLEVEL applies to LOGONSKILL. The SKLEVEL
item is available with the EAS feature. Reserve levels are available on the DEFINTY ECS
R6 switches through Definity R10, MultiVantage R11, and later switches.
This is an administrative item.

Agent login/logout tables

An indication of the agent’s skill level, which is 1 through 16 for a normal skill, or reserve
level, which is 1 or 2 for a reserve skill. SKLEVEL applies to LOGONSKILL. The SKLEVEL
item is available with the EAS feature. Reserve levels are available on the DEFINTY ECS
R6 switches through Definity R10, MultiVantage R11, and later switches. This is an
administrative item.

SKLEVEL2 through SKLEVEL20

The SKLEVEL2 through SKLEVEL20 items appear in the following database tables:

Agent tables
An indication of the agent’s skill level, which is 1 through 16 for a normal skill, or reserve
level, which is 1 or 2 for a reserve skill. SKLEVEL2 through SKLEVEL20 apply to
LOGONSKILL2 through LOGONSKILL20, respectively. The SKLEVEL5 through
SKLEVEL20 items are available on the DEFINITY ECS R5 switches through Definity R10,
MultiVantage R11, and later switches. Reserve levels are available on the DEFINITY ECS
R6 switches through Definity R10, MultiVantage R11, and later switches. The SKLEVEL2
through SKLEVEL20 items are available with the EAS feature.
This is an administrative item.

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Agent login/logout tables

An indication of the agent’s skill level, which is 1 through 16 for a normal skill, or reserve
level, which is 1 or 2 for a reserve skill. This SKLEVEL2 through SKLEVEL20 applies to
LOGONSKILL2 through LOGONSKILL20, respectively. The SKLEVEL2 through
SKLEVEL20 items are available with the EAS feature. Reserve levels are available on the
DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later switches.
The SKLEVEL5 through SKLEVEL20 items are available with ECS R5 and later.

SKPERCENT
The SKPERCENT item is included in the following database tables:

Agent tables
The percentage of time that is allocated for the agent to spend in LOGONSKILL. The
SKPERCENT item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is an administrative item.

Agent login/logout tables

The percentage of time that is allocated for the agent to spend in LOGONSKILL. The
SKPERCENT item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.
This is an administrative item.

SKPERCENT2 through SKPERCENT20

The SKPERCENT2 through SKPERCENT20 items appear in the following database
tables:
Agent tables
The percentage of time that is allocated for the agent to spend in LOGONSKILL2 through
LOGONSKILL20. The SKPERCENT2 through SKPERCENT20 items are available on the
DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later switches
with the EAS feature.
This is an administrative item.
Agent login/logout tables
The percentage of time that is allocated for the agent to spend in LOGONSKILL2 through
LOGONSKILL20. The SKPERCENT2 through SKPERCENT20 items are available on the
DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later switches
with the EAS feature.
This is an administrative item.

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SKSTATE
(real-time)
The SKSTATE item is included in the following database tables:

Split/skill tables
The state of the skill compared to all administered thresholds. Possible states are
UNKNOWN, NORMAL, OVRLD1, and OVRLD2.
The SKSTATE item is available on the DEFINITY ECS R6 switches through Definity R10,
MultiVantage R11, and later switches with the EAS feature.

SLVLABNS
The SLVLABNS item is included in the following database tables:

Split/skill tables
The number of ABNCALLS for which the time-to-abandon was less than or equal to the
administered SERVICELEVEL for this split/skill.
This is a cumulative item.

VDN tables
The number of ABNCALLS for which the time-to-abandon was less than or equal to the
administered SERVICELEVEL for this VDN.
This is a cumulative item.

SLVLOUTFLOWS
The SLVLOUTFLOWS item is included in the following database tables:

Split/skill tables
The number of OUTFLOWCALLS for which the time-to-outflow was less than or equal to
administered SERVICELEVEL for this split/skill.
This is a cumulative item.

VDN tables
The number of OUTFLOWCALLS for which the time-to-outflow was less than or equal to
the administered SERVICELEVEL for this VDN.
This is a cumulative item.

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SPLIT
(index)
The SPLIT item is included in the following database tables:

Split/skill tables
The number of the split/skill for which data was collected.
This is a row identifier item.

Agent tables
On switches without the EAS feature, SPLIT is the number of the split number to which the
EXTENSION is assigned.
On switches with the EAS feature, SPLIT is the number of the skill to which the agent
logged in.
This is an administrative item.

Trunk group tables

The number of the split/skill to which this TKGRP terminates.
This is an administrative item.

Trunk tables
The number of the first split/skill to which the call is currently queued or the number of the
split/skill in which the call was answered. SPLIT is blank (NULL) when the trunk idles.
In the trunk tables, SPLIT is a real-time item.
This is a status item.

Agent trace tables

On switches without the EAS feature, SPLIT is the number of the split number to which the
EXTENSION is assigned.
On switches with the EAS feature, SPLIT is the number of the skill to which the agent
logged in.
This is an administrative item.

Current day report tables

The number of the split/skill for which data was collected.
This is a row identifier item.

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Agent login/logout tables

On switches without the EAS feature, SPLIT is the number of the split number to which the
EXTENSION is assigned.
On switches with the EAS feature, SPLIT is the number of the skill to which the agent
logged in.
This is an administrative item.

Current day configuration tables

The number of the split/skill for which data was collected.
This is a row identifier item.

Agent exception tables

The split/skill in which the agent was doing work when the exception occurred.
This is an administrative item.

Split/skill exception table

The split/skill in which the exception occurred.
This is a row identifier item.

Malicious call trace table

The split/skill in which the agent was doing work when the malicious call was reported.
This is an administrative item.

SPLIT1
The SPLIT1 item is included in the following database tables:

Call record tables

The number of the first split/skill to which the call queued in the first VDN with which it was
associated in the call segment.
This is an administrative item.

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SPLIT2 and SPLIT3

The SPLIT2 and SPLIT3 items appear in the following database tables:

Trunk tables
The numbers of the second and third splits/skills to which the call is queued. This is blank
(NULL) when the call dequeues. A call dequeues when it is answered, abandoned, forced
busy, or forced disconnected. The SPLIT2 and SPLIT3 items are available with the
Vectoring feature.
In the trunk tables, SPLIT2 and SPLIT3 are real-time items.
This is an administrative item.

Call record tables

The numbers of the second and third splits/skills to which the call is queued to in the first
VDN with which it was associated in the call segment. The SPLIT2 and SPLIT3 items are
available with the Vectoring feature.
This is an administrative item.

STAFFED
(real-time)
The STAFFED item is included in the following database tables:

Split/skill tables
The number of POSITIONS that are currently logged in. STAFFED = AVAILABLE +
AGINRING + ONACD + INACW + INAUX + OTHER.
STAFFED does not include R1OTHERSTBY, R2OTHERSTBY, and R2INAUXSTBY and
R1INAUXSTBY.
This is a status item.

STARTED
(real-time)
The STARTED item is included in the following database tables:

Agent tables
The time of day at which WORKMODE began. Valid values for STARTED are NULL and
time of day. This is a status item.

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Trunk tables
The time of day at which TKSTATE started. Valid values for STARTED are NULL and time
of day.
This is a status item.

STARTTIME
(interval)
The STARTTIME item is included in the following database tables:

Split/skill tables
The start time of the interval for which data was collected. STARTTIME applies only to the
interval table.
This is a row identifier item.

Agent tables
The start time for the interval for which data was collected. STARTTIME applies only to the
Interval table.
This is a row identifier item.

Trunk group tables

The start time of the interval for which data was collected. STARTTIME applies only to the
interval table.
This is a row identifier item.

Trunk tables
The start time of the interval for which data was collected. STARTTIME applies only to the
interval table.
This is a row identifier item.
Vector tables
The start time of the interval for which data was collected. STARTTIME applies only to the
interval table.
This is a row identifier item.
VDN tables
The start time of the interval for which data was collected. STARTTIME applies only to the
interval table.
This is a row identifier item.

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Call work codes tables

The start time of the interval for which data was collected. STARTTIME applies to the only
interval table.
This is a row identifier item.

Agent trace tables

The time of day (hour and minute) for which the agent trace is being ordered. This is the
time of day you enter to request the report.
This is a row identifier item.

Current day report tables

The start time of the intrahour interval for which data was collected. STARTTIME applies
only to the interval table.
This is a row identifier item.

SVCLEVELCHG
The SVCLEVELCHG item is included in the following database tables:

Split/skill tables
An indication of whether the service level was changed during the collection interval. Valid
values for SVCLEVELCHG are 0, which means that no change was made, and 1, which
means that a change was made.
This is an administrative item.

VDN tables
An indication of whether the service level was changed during the collection interval. Valid
values for SVCLEVELCHG are 0, which means that no change was made, and 1, which
means that a change was made.
This is an administrative item.

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TAGINRING
(real-time)
The TAGINRING item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill, have ACD calls ringing, and are not
doing anything else. The TAGINRING item is available with the EAS feature.
This is a status item.

TALKTIME
The TALKTIME item is included in the following database tables:

Call record tables

The total talk time for the answering agent in this segment.

TAVAILABLE
(real-time)
The TAVAILABLE item is included in the following database tables:

Split/skill tables
The number of top agents who are logged in and available in the skill. The TAVAILABLE
item is available with the EAS feature.
This is a status item.

TDA_INACW
(real-time)
The TDA_INACW item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and in ACW that is associated with
direct agent calls. TDA_INACW is a subset of TOTHER. The TDA_INACW item is
available with the ASAI or EAS feature.
This is a status item.

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TDA_ONACD
(real-time)
The TDA_ONACD item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and talking on direct agent calls.
TDA_ONACD is a subset of TOTHER. The TDA_ONACD item is available with the ASAI
or EAS feature.
This is a status item.

THRESHOLD
The THRESHOLD item appears in the following tables.

Agent exception table

The limit, given as a number of occurrences, that is administered for the exception type. An
exception occurs when the agent’s activity falls outside of the limit.
This is an administrative item.

Split/skill exception table

The limit, given as a number of occurrences, that is administered for the exception type. An
exception occurs when activity in the split/skill falls outside of the limit.
This is an administrative item.

Trunk group exception table

The limit, given as a number of occurrences, that is administered for the exception type. An
exception occurs when activity in the trunk group falls outside of the limit.
This is an administrative item.

VDN exception table

The limit, given as a number of occurrences, that is administered for the exception type. An
exception occurs when activity in the VDN falls outside of the limit.
This is an administrative item.

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Vector exception table

The limit, given as a number of occurrences, that is administered for the exception type. An
exception occurs when activity in the vector falls outside of the limit.
This is an administrative item.

Data collection exception table

The limit, given as a number of occurrences, that is administered for the exception type. An
exception occurs when data collection activity falls outside of that limit.
This is an administrative item.

TI_AUXTIME
The TI_AUXTIME item is included in the following database tables:

Agent tables
The length of time during the collection interval that the agent spends in AUX for all
splits/skills, or on AUXINCALLS or AUXOUTCALLS and SPLIT was OLDEST_LOGON.
“TI_” time is stored for the split/skill in which the agent has been logged in the longest.
“TI_” needs to be summed across the splits/skills that the agent may log into in case the
logon order changes during the collection interval.
NOTE: When OLDEST_SKILL is a Reserve Level Skill, the TI_AUXTIME (agent)
database item includes the time that an agent was in AUX Work whether the skill is in
a normal or an over-threshold condition.
TI_AUXTIME includes TI_AUXTIME0, TI_AUXTIME1 through 9, I_AUXINTIME, and
I_AUXOUTTIME. SUM(I_AUXTIME) = sum(TI_AUXTIME0 + TI_AUXTIME1 +
TI_AUXTIME2 + TI_AUXTIME3 + TI_AUXTIME4 + TI_AUXTIME5 + TI_AUXTIME6 +
TI_AUXTIME7 + TI_AUXTIME8 + TI_AUXTIME 9), over all splits/skills that the agent was
logged into.
This is a cumulative item.

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TI_AUXTIME0
The TI_AUXTIME0 item is included in the following database tables:

Agent tables
The length of time that the agent spends in AUX with a reason code of 0 (zero). “TI_” time
is stored for the split/skill in which the agent has been logged in the longest. “TI_” needs to
be summed across the splits/skills that the agent may log into in case the logon order
changes during the collection interval. On switches with AUX reason codes active,
TI_AUXTIME0 is the time that is spent in “system” AUX work. TI_AUXTIME0 is the same
as TI_AUXTIME for switches without AUX reason codes active and on switches older than
R5.
This is a cumulative item.

TI_AUXTIME1 through TI_AUXTIME9

The TI_AUXTIME1 through TI_AUXTIME9 items appear in the following database tables:

Agent tables
The length of time that the agent spends in AUX with reason codes of 1 through 9. “TI_”
time is stored for the split/skill in which the agent has been logged in the longest. “TI_”
needs to be summed across the splits/skills that the agent may log into in case the logon
order changes during the collection interval. The TI_AUXTIME1 through TI_AUXTIME9
items are available on the DEFINITY ECS R5 switches through Definity R10, MultiVantage
R11, and later switches with the EAS feature.
This is a cumulative item.

TI_AVAILTIME
The TI_AVAILTIME item is included in the following database tables:

Agent tables
The length of time during the collection interval that the agent is in the AVAIL state for
split/skill or direct agent ACD calls in any split/skill. TI_AVAILTIME is recorded for the
split/skill in which the agent has been logged in the longest. “TI_” time needs to be
summed across the splits/skills the agents may log in to, in case the logon order changes
during the collection interval. On switches without the EAS feature, if an agent logs into
multiple splits and is in AUX mode in one split and is available for ACD calls in another
split, the agent accrues I_AVAILTIME for the split in which the agent is available and
TI_AVAILTIME in the split that the agent has been logged into the longest.
This is a cumulative item.

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TI_OTHERTIME
The TI_OTHERTIME item is included in the following database tables:
Agent tables
The length of time during the collection interval that the agent is in OTHER in any split/skill.
TI_OTHERTIME is collected for the time period after the link to the switch is initiated and
directly after the agent logs in but before the CMS is notified of the agent’s work state.
While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount
of time that is spent doing any of the following:
● An agent put any call on hold and perform no further action.
● The agent is on a direct agent call or in ACW for a direct agent call.
● The agent is dialing to place a call or to activate a feature.
● An extension call or a direct agent ACD call is ringing with no other activity.
● The length of time agents were logged into multiple splits/skills and doing work for a
split/skill other than this one.
“TI_” time is stored for the split/skill in which the agent has been logged in the longest.
“TI_” needs to be summed across the splits/skills that the agent may log into in case the
logon order changes during the collection interval. TI_OTHERTIME includes
I_ACDOTHERTIME.
Note:
When OLDEST_SKILL is a Reserve Level Skill, the TI_OTHERTIME (agent)
database item includes the time that an agent was in AUX Work whether the
skill is in a normal or an over-threshold condition.
This is a cumulative item.

TI_STAFFTIME
The TI_STAFFTIME item is included in the following database tables:
Agent tables
The length of time during the collection interval that the agent is staffed in any split/skill.
“TI_” time is stored for the split/skill in which the agent has been logged in the longest.
“TI_” needs to be summed across the splits/skills that the agent may log into in case the
logon order changes during the collection interval. sum(TI_STAFFTIME) =
sum(I_ACDTIME + I_ACWTIME + I_DA_ACDTIME + I_DA_ACWTIME + I_RINGTIME +
TI_AUXTIME + TI_AVAILTIME + TI_OTHERTIME), over all of the splits/skills that the
agent was logged into.
NOTE: When OLDEST_SKILL is a Reserve Level Skill, the TI_STAFFTIME (agent)
database item includes the time that an agent was in AUX Work whether the skill is in
a normal or an over-threshold condition.
This is a cumulative item.

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TIME
The TIME item is included in the following database tables:

Agent exception table

The limit, given as a number of seconds, that is administered for timed exception types. An
occurrence is logged against the threshold when the agent’s activity falls outside of the
limit.
This is an administrative item.

Split/skill exception table

The limit, given as a number of seconds, that is administered for timed exception types. An
occurrence is logged against the threshold when activity in the split/skill falls outside of the
limit.
This is an administrative item.

Trunk group exception table

The limit, given as a number of seconds, that is administered for timed exception types. An
occurrence is logged against the threshold when activity in the trunk group falls outside of
the limit.
This is an administrative item.

VDN exception table

The limit, given as a number of seconds, that is administered for timed exception types. An
occurrence is logged against the threshold when activity in the VDN falls outside of the
limit.
This is an administrative item.

Vector exception table

The limit, given as a number of seconds, that is administered for timed exceptions types.
An occurrence is logged against the threshold when activity in the vector falls outside of
the limit.
This is an administrative item.

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TINACW
(real-time)
The TINACW item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and in ACW for ACD calls to the
skill. This includes top agents who are on ACWIN or ACWOUT calls and agents who are in
ACW that is not associated with an ACD call. TINACW includes TONACWIN and
TONACWOUT. The TINACW item is available with the EAS feature.
This is a status item.

TINAUX
(real-time)
The TINAUX item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and in the AUX work mode. This
includes agents on AUXIN or AUXOUT calls. TINAUX includes TINAUX0, TINAUX1
through TINAUX9, TONACDAUXOUT, TONAUXIN, and TONAUXOUT. The TINAUX item
is available with the EAS feature.
This is a status item.

TINAUX0
(real-time)
The TINAUX0 item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and AUX work for reason code 0
(zero) for all splits/skills or on an AUXIN or AUXOUT call for AUX with reason code 0
(zero). On switches with AUX reason codes active, TINAUX0 is the time that is spent in
“system” AUX work. On DEFINITY R5 or earlier without AUX reason codes active,
TI_AUXTIME0 is the same as TI_AUXTIME. The TINAUX0 item is available with the EAS
feature.
This is a status item.

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TINAUX1 through TINAUX9

(real-time)
The TINAUX1 through TINAUX9 items appear in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and in AUX work with the reason
codes 1 through 9 for all splits/skills. This includes agents on AUXIN or AUXOUT calls from
AUX with the appropriate reason code. The TINAUX1 through TINAUX9 items are
available with the EAS feature.
This is a status item.

TKGRP
The TKGRP item is included in the following database tables:

Trunk group tables

The trunk group number for which data was collected. This is zero if the trunk group
carrying the call is not measured.
This is a row identifier item.

Trunk tables
The trunk group number to which the trunk is assigned.
This is an administrative item.

Call record tables

The trunk group number for which data was collected or for which an exception occurred.
This is zero if the trunk group carrying the call is not measured.
This is an administrative item.

Trunk group exception table

The trunk group number for which data was collected or for which an exception occurred.
This is zero if the trunk group carrying the call is not measured.
This is a row identifier item.
Malicious call trace exception table
The trunk group number for which data was collected or for which an exception occurred.
This is zero if the trunk group carrying the call is not measured.
This is an administrative item.

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TKSTATE
(real-time)
The TKSTATE item is included in the following database tables:

Trunk tables
The state of the current call. Trunk states include: IDLE, SEIZED, QUEUED, CONN, RING,
DABN, FBUSY, FDISC, HOLD, MBUSY, UNKNOWN, or as defined in Dictionary.
This is a status item.

TONACD
(real-time)
The TONACD item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and on inbound and outbound ACD
calls for the skill. TONACD includes TONACDOUT. The TONACD item is available with the
EAS feature.
This is a status item.

TONACDAUXOUT
(real-time)
The TONACDAUXOUT item is included in the following database tables:

Split/skill tables
The number of top agents who are logged into the skill and on AUXOUT calls with an ACD
call for the skill on hold. The TONACDAUXOUT item is available with the EAS feature.
This is a status item.

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TONACDOUT
(real-time)
The TONACDOUT item is included in the following database tables:

Split/skill tables
The number of top agents who are on outbound calls that were placed by an adjunct to this
skill. The TONACDOUT item is available with the ASAI feature.
This is a status item.

TONACWIN
(real-time)
The TONACWIN item is included in the following database tables:

Split/skill tables
The number of top agents who are in ACW for this skill and on inbound extension calls.
These agents also appear in TINACW. The TONACWIN item is available with the EAS
feature.
This is a status item.

TONACWOUT
(real-time)
The TONACWOUT item is included in the following database tables:

Split/skill tables
The number of top agents who are in ACW for this skill and on outbound extension calls.
These agents also appear in TINACW. The TONACWOUT item is available with the EAS
feature.
This is a status item.

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TONAUXIN
(real-time)
The TONAUXIN item is included in the following database tables:

Split/skill tables
The number of top agents who are in AUX work, AVAILABLE or with an ACD, AUXIN, or
AUXOUT call that is attributed to this split/skill on hold and on inbound extension calls. The
TONAUXIN item is available with the EAS feature.
This is a status item.

TONAUXOUT
(real-time)
The TONAUXOUT item is included in the following database tables:

Split/skill tables
The number of top agents who are in AUX work, AVAILABLE or with an ACD, AUXIN, or
AUXOUT call that is attributed to this split/skill on hold and on inbound extension calls. The
TONAUXOUT item is available with the EAS feature.
This is a status item.

TOPCALLS
The TOPCALLS item is included in the following database tables:

Split/skill tables
The number of ACDCALLS with top priority that are answered by agents in this split/skill.
The TOPCALLS item is available with the Vectoring feature.
This is a cumulative item.

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TOPSKILL
(real-time)
The TOPSKILL item is included in the following database tables:

Agent tables
The agent’s first-administered, highest level, measured skill, where skill level 1 is the
highest and skill level 16 is the lowest. The TOPSKILL item is available with the EAS
feature.
The TOPSKILL of an agent is 0 except when PREFERENCE is set to skill level (LVL). This
means that an agent does not have a top skill and is not counted in any split/skill table Top
Skill items if their call handling preference is greatest need (NEED) or percent allocation
(PCNT). In addition, agents who have skill level preference but only reserve levels for all of
their skills do not have a TOPSKILL. PCNT and reserve levels are available on the
DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later switches.
This is a status item.

TOT_PERCENTS
(real-time)
The TOT_PERCENTS item is included in the following database tables:

Split/Skill tables
The total staffed agent percentages that are allocated to the skill. The TOT_PERCENTS
item is available on the DEFINITY ECS R6 switches through Definity R10, MultiVantage
R11, and later switches with the EAS feature.
This is an administrative item.

TOTHER
(real-time)
The TOTHER item is included in the following database tables:

Split/skill tables
The number of top agents who are doing other work. This includes agents who are logged
into multiple splits/skills and doing work for a split/skill other than this skill. Agent
POSITIONS show up in OTHER directly after the link to the switch is initiated and directly
after the agents log in before the CMS is notified of the agent’s work state.

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While the agent is in Auto-In or Manual-In, other work for this split/skill includes the amount
of time that is spent doing any of the following:
● An agent put any call on hold and perform no further action.
● The agent is on a direct agent call or in ACW for a direct agent call.
● The agent is dialing to place a call or to activate a feature.
● An extension call or a direct agent ACD call is ringing with no other activity.
● The length of time agents were logged into multiple splits/skills and doing work for a
split/skill other than this one.
With the EAS feature and multiple call handling, agents are available in other multiple call
handling skills, but not in this skill.
TOTHER includes TDA_INACW and TDA_ONACD. The TOTHER item is available with
the EAS feature.
This is a status item.

TRANSFERRED
The TRANSFERRED item is included in the following database tables:

Split/skill tables
The number of ACDCALLS that are transferred to another destination. TRANSFERRED
includes all split/skill calls that are transferred.
This is a cumulative item.

Agent tables
The number of calls that the agent transferred to another destination. TRANSFERRED
includes all calls that are transferred.
This is a cumulative item.

Trunk group tables

The number of calls that the agent transferred to another destination. TRANSFERRED
calls include both inbound and outbound calls. Therefore, OTHERCALLS and
O_OTHERCALLS may each include some TRANSFERRED. TRANSFERRED includes all
calls that are transferred.
This is a cumulative item.

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VDN tables
The number of calls that are transferred to another destination. TRANSFERRED includes
all of the VDN calls that are transferred.
This is a cumulative item.

Agent trace tables

An indication of whether the answering agent initiated a transfer for this call. Valid values
for TRANSFERRED are 0, which means that “no” transfer was initiated, and 1, which
means that “yes” a transfer was initiated. TRANSFERRED includes all calls that are
transferred.

Call record tables

An indication of whether the answering agent initiated a transfer for this call. Valid values
for TRANSFERRED are 0, which means that “no” transfer was initiated, and 1, which
means that “yes” a transfer was initiated. TRANSFERRED includes all calls that are
transferred.

TRENDBASE
The TRENDBASE item is included in the following database tables:

Current day configuration tables

The base date for seasonal trending.
This is an administrative item.

TRUNKS
The TRUNKS item appears in the following tables.

Trunk group tables

The number of trunks that are currently assigned to this TKGRP.
This is an administrative item.

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TSTAFFED
(real-time)
The TSTAFFED item is included in the following database tables:

Split/skill tables
The number of top agents who are currently staffed in SPLIT. TSTAFFED = TAVAILABLE +
TAGINRING + TONACD + TINACW + TINAUX + TOTHER. The TSTAFFED item is
available with the EAS feature.
This is a status item.

TYPE
(real-time)
The TYPE item is included in the following database tables:

Agent tables
The skill type, p for primary or s for secondary, that is associated with the SPLIT. The TYPE
item is available with the EAS and Vectoring features.
On the DEFINITY ECS R5 switches through Definity R10, MultiVantage R11, and later
switches with the EAS feature, skill level 1 is represented by p, skill level 2 is represented
by s and skill levels 3 through 16 are blank. Users of more than two skill levels should use
the SKLEVEL items instead of SKILLTYPE.
This is an administrative item.

UCID
The UCID item is included in the following database tables:

Agent trace tables

The UCID is the Universal Call Identifier, which is a unique number that is assigned to this
call segment within the customer network. The UCID item is available on the DEFINITY
ECS R6 switches through Definity R10, MultiVantage R11, and later switches.

Call record tables

The UCID is the Universal Call Identifier-a unique number assigned to this call segment
within the customer network. The UCID item is available on the DEFINITY ECS R6
switches through Definity R10, MultiVantage R11, and later switches.

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USE_SVC_OBJ
(real-time)
The USE_SVC_OBJ item is included in the following database tables:

Agent tables
The agent requests receipt of calls based on the administered service objective for this
skill. Valid values for USE_SVC_OBJ are 1, which means that the request is made, and 2,
which means that no request is made. The USE_SVC_OBJ item is available on the
DEFINITY ECS R6 switches through Definity R10, MultiVantage R11, and later switches
with the EAS feature.
This is an administrative item.

VDISCCALLS
The VDISCCALLS item is included in the following database tables:

Vector tables
The number of calls that are forced to disconnect because the vector disconnect timer
expired or because the call reached a vector stop without being queued. A vector stop
means that the “stop” vector command is executed, the end of the vector is reached, or the
call executes 1000 vector steps.
This is a cumulative item.

VDN tables
The number of calls that are forced to disconnect because the vector disconnect timer
expired or because the call reached a vector stop without being queued. A vector stop
means that the “stop” vector command is executed, the end of the vector is reached, or the
call executes 1000 vector steps.
This is a cumulative item.

VDN
The VDN item is included in the following database tables:

Agent tables
The VDN that is associated with the agent's current split/skill or direct agent ACD call. The
VDN item is available with the Vectoring feature.
This is a status item.

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Trunk group tables

The VDN to which the TKGRP terminates. The VDN item is available with the Vectoring
feature.
This is an administrative item.

Trunk tables
The VDN that is associated with the current call. This stays set until the trunk idles, at
which time it is set to NULL. The VDN item is available with the Vectoring feature.
This is a status item.

VDN tables
The vector directory number that is associated with this VDN.
This is a row identifier item.

VDN exception table

The VDN for which the exception occurred or that carried the malicious call. The VDN item
is available with the Vectoring feature.
This is a row identifier item.

Malicious call trace exception table

The VDN for which the exception occurred or that carried the malicious call. The VDN item
is available with the Vectoring feature.
This is an administrative item.

VECTOR
The VECTOR item is included in the following database tables:

Trunk tables (real-time)

The vector that is associated with the current call. This stays set until the trunk idles, at
which time it is set to NULL. The VECTOR item is available with the Vectoring feature.
This is a real-time, status item.

Trunk Group tables

The VDN or vector that the trunk group terminates to.
This is an administrative item.

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Vector tables
The vector number that this row represents. The VECTOR item is available with the
Vectoring feature.
This is a row identifier item.

VDN tables
The vector number that is associated with this VDN.
This is an administrative item.

VDN exception table

The vector number that is associated with this VDN or for which the exception occurred.
This is an administrative item.

Vector exception table

The vector number that this row represents or for which the exception occurred.
This is a row identifier item.

WMODE_SEQ
The WMODE_SEQ item is included in the following database tables:

Agent trace tables

The sequence number for events that occur in the same second.

WORKCODE
The WORKCODE item is included in the following database tables:

Agent trace tables

The call work code that the agent entered for the call. The WORKCODE item is available
when call work codes are implemented.

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WORKMODE
(real-time)
The WORKMODE item is included in the following database tables:

Agent tables
The work mode that the agent is currently using. Agent work modes include: AVAIL, ACD,
ACW, AUX, DACD, DACW, RING, UNKNOWN, OTHER, and UNSTAFF. If the agent was
not logged in during the collection interval, the value is blank.
This is a status item.

Agent trace tables

The work mode in which the agent was working during the trace. Agent work modes
include: AVAIL, ACD, ACW, AUX, DACD, DACW, RING, UNKNOWN, OTHER, and
UNSTAFF. If the agent was not logged in during the collection interval, the value is blank.

WORKSKILL
(real-time)
The WORKSKILL item is included in the following database tables:

Agent tables
The number of the skill in which the agent is currently working.
Use WORKSKILL for the following call conditions:
● When an agent is on a split/skill or direct agent ACD call or in ACW (this is the split/skill
associated with the call or ACW).
● When an agent is available, in AUX or in OTHER (this is null [blank]).
● When an agent is on an AUXIN call (this is OLDEST_LOGON split/skill).
● When an agent is on an AUXIN or AUXOUT call from the available state, while in AUX
or with an AUXIN or AUXOUT call on hold (this is OLDEST_LOGON split/skill).
● When an agent is on an AUXOUT call with an ACD call on hold (this is the split/skill
associated with the ACD call).
WORKSKILL differs from WORKSPLIT only when the agent is available, in which case
WORKSKILL is blank and WORKSPLIT displays one of the split/skills in which the agent is
available. Using WORKSKILL instead of WORKSPLIT in reports is recommended. The
WORKSKILL item is available with the EAS feature.
This is a status item.

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WORKSKLEVEL
(real-time)
The WORKSKLEVEL item is included in the following database tables:

Agent tables
WORKSKLEVEL is the normal skill level 1 through 16 or a reserve skill level 1 or 2. The
WORKSKLEVEL applies to WORKSKILL. The WORKSKLEVEL item is available with the
EAS feature. Reserve levels are available on the DEFINITY ECS R6 switches through
Definity R10, MultiVantage R11, and later switches.
This is a status item.

WORKSPLIT
(real-time)
The WORKSPLIT item is included in the following database tables:

Agent tables
The number of the split in which the agent is currently working.
Use WORKSPLIT for the following call conditions:
● When an agent is on a split/skill or direct agent ACD call or in ACW (this is the split/skill
associated with the call or ACW).
● When an agent is available (this is the last split/skill the agent went available in).
● When an agent is on an AUXIN or AUXOUT call from the available state, while in AUX
or with an AUXIN or AUXOUT call on hold (this is OLDEST_LOGON split/skill).
● When an agent is on an AUXIN call with an ACD call on hold (this is OLDEST_LOGON
split/skill).
● When an agent is on an AUXOUT call with an ACD call on hold (this is the split/skill
associated with the ACD call).
WORKSKILL differs from WORKSPLIT only when the agent is available, in which case
WORKSKILL is blank and WORKSPLIT displays one of the split/skills in which the agent is
available. Using WORKSKILL instead of WORKSPLIT in reports is recommended for EAS.
This is a status item.

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WORKSPLIT2 and WORKSPLIT3

(real-time)
The WORKSPLIT2 and WORKSPLIT3 items appear in the following database tables:

Agent tables
The numbers of splits/skills other than WORKSPLIT in which the agent is available.
WORKSPLIT2 and WORKSPLIT3 apply to agents who are logged into more than one
split/skill.
This is a status item.

WORKSPLIT4 through WORKSPLIT20

(real-time)
The WORKSPLIT4 through WORKSPLIT20 items appear in the following database tables:

Agent tables
The numbers of splits/skills other than WORKSPLIT in which the agent is available.
WORKSPLIT4 through WORKSPLIT20 apply to agents who are logged into more than one
split/skill. These items are available in ECS G3V5 and later.
This is a status item.

WT1 through WT4

The WT1 through WT4 items appear in the following database tables:

Current day configuration tables

The weight that is given to date 1 (WT1), date 2 (WT2), date 3 (WT3), and date 4 (WT4),
which are used in forecasting.
This is an administrative item.

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Definitions of CMS calculations

Overview
Definitions of CMS calculations includes definitions of the calculations that are used in the
CMS and CMS Supervisor reports.
Definitions of CMS calculations also includes information and cross-reference tables for
the search values used in calculations.

Calculations
CMS uses calculations of database items in many reports. All standard CMS Dictionary
calculations are listed alphabetically and described in Chapter 2 of this document. You can
use standard calculations in custom reports, or you can create new ones. You should
never modify standard calculations or the meaning of the data will be changed.

Example standard dictionary calculations table

Below is an example of how the definition of each calculation is presented in Definitions of

CMS calculations.

Calculation name Calculation Description

CALCULATION NAME Mathematical definition Short description

(as it appears in the CMS of the calculation of the calculation
Dictionary)

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Search values

Overview
Search values presents database search values. Use the tables in this section to identify
how CMS stores the row search values.

Organization
There are two types of tables in Search values:
● Agent State and Row Search Values Cross-Reference tables
● Call Disposition and Row Search Values Cross-Reference tables

Agent state and row search values cross-reference tables

Use the following tables to identify how CMS relates agent state database items to the row
search values in the database.

Agent database items

Status database items State names Values for row

search

AG_DEST PBX 1
OFF 2
AG_DIR OUT 1
IN 2
AG_ORIG (Blank) 0
PHONE 1

KEYBOARD 2

AG_PREF LVL 1
NEED 2
PCNT 3
LEVEL R1 51
R2 52

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 Search values

Agent database items (Continued)

Status database items State names Values for row

search

ROLE ALLC 1
BCKP 3
ROVE 0
RSRV 4
TOP 2
WORKMODE UNKNOWN 0
UNSTAF 10
AVAIL 20
ACD 30
ACW 40
AUX 50
DACD 60
DACW 70
OTHER 220
RING 80
LOGON 100
LOGOFF 110
TRACE ON 120
TRACE OFF 121

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Trunk database items

Status database items State names Values for row

search

ALL_BUSY YES 1
NO 0
TKSTATE UNKNOWN 0
IDLE 1
SEIZED 2
QUEUED 3
CONN 4
DABN 5
MBUSY 6
FBUSY 7
FDISC 8
HOLD 9
RING 80
TK_DIR IN 2
OUT 1
TK_PRI YES 1
NO 0
TK_QTYPE MAIN 1
BACKUP 2
TK_VPRI LOW 1
MED 2
HIGH 3
TOP 4

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 Search values

Miscellaneous database items

Status database items State names Values for row

search

PER_CHG YES 1
NO 0
SLVL_CHG YES 1
NO 0
SKSTATE UNKNOWN 0
NORMAL 1
OVRLD1 2
OVRLD2 3
YES_NO n 0
y 1

Call disposition and row search values cross-reference tables

Use the following table to identify how CMS relates call disposition database items to the
row search values in the database.

Status database items State names Values for

row search

DISPOSITION CONN 1
ANS 2
ABAN 3
IFLOW 4
FBUSY 5
FDISC 6
OTHER 7

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Calculations

Overview
The mathematical calculations defined in this section are the standard CMS Dictionary
calculations that are used in real-time, historical, and integrated CMS and CMS Supervisor
reports. The calculations can also be used in custom and designer reports.

! CAUTION:
Do not modify any of the standard CMS Dictionary calculations. Doing so
changes the meaning of the data that displays in reports.

Standard CMS Dictionary calculations

The following table lists all of the standard CMS Dictionary calculations:

Calculation name Calculation Description

ACW_AUX_OUT_ADJ ACWAUXOUTADJCALLS + Off-switch calls by

AUXOUTADJCALLS adjunct while in ACW
or AUX
ACW_AUX_OUT_CALLS ACWOUTOFFCALLS + All off-switch calls
AUXOUTOFFCALLS placed while in ACW
or AUX
AGENTS_ON_EXT_CALLS (ONACWIN + ONAUXIN + Agents on extension
ONACWOUT + ONAUXOUT) calls
AVG_ABANDON_TIME ABNTIME / ABNCALLS Average time to
abandon
AVG_ABANDON_TIME_SUM sum(ABNTIME) / sum(ABNCALLS) Total average
abandon time
AVG_ACD_TALK_TIME ACDTIME / ACDCALLS Average ACD talk time
AVG_ACD_TALK_TIM_SUM sum(ACDTIME) / sum(ACDCALLS) Total average ACD
talk time
AVG_ACW_TIME ACWTIME / ACDCALLS Average ACW time
AVG_ACW_TIME_SUM sum(ACWTIME) / sum(ACDCALLS) Total average ACW
time

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 Calculations

Calculation name Calculation Description

AVG_ACWAUX_OUT_CALLS sum(ACWOUTOFFTIME + Average time for off-

AUXOUTOFFTIME) / switch calls while in
sum(ACWOUTOFFCALLS + ACW or AUX
AUXOUTOFFCALLS)
AVG_AGENT_ACW_SUM sum(TOTAL_ACWTIME) / Total average agent
sum(TOTAL_ACDCALLS) ACW time
AVG_AGENT_ACW_TIME TOTAL_ACWTIME / Average ACW time
TOTAL_ACDCALLS
AVG_AGENT_TALK_SUM sum(TOTAL_ACDTIME) / Total average agent
sum(TOTAL_ACDCALLS) ACD talk time
AVG_AGENT_TALK_TIME TOTAL_ACDTIME / Average agent ACD
TOTAL_ACDCALLS talk time
AVG_ANSWER_SPEED ANSTIME / ACDCALLS Average speed of
answer
AVG_ANSWER_SPEED_SUM sum(ANSTIME) / sum(ACDCALLS) Total average answer
speed
AVG_CONNECT_TIME CONNECTTIME / CONNECTCALLS Average amount of
time for a non-ACD
call to connect to
agent
AVG_CONNECT_TIME_SUM sum(CONNECTTIME) / Total average amount
sum(CONNECTCALLS) of time for a non-ACD
call to connect to
agent
AVG_DEQUE_ACD_TIME DEQUETIME / DEQUECALLS Average talk time for
calls queued to a split
and elsewhere
AVG_EQV_AGENTS_STFD (TOTAL_I_ACDACW + Average positions
TOTAL_I_ACDHOLD + staffed for this skill
TOP_AVAUXTIME + FTEA_AVAUX) / across all call handling
(INTRVL * 60) preferences
AVG_HOLD_TIME HOLDTIME / HOLDCALLS Average hold time
AVG_HOLD_TIME_SUM sum(HOLDTIME) / sum(HOLDCALLS) Total average hold
time

Issue 1.0 May 2002 301

Definitions of CMS calculations

Calculation name Calculation Description

AVG_INB_ACD_TIME (TOTAL_ACDTIME - O_ACDTIME) / Average inbound ACD

(TOTAL_ACDCALLS - time
O_ACDCALLS)
AVG_INB_ACW_TIME (TOTAL_ACWTIME - O_ACWTIME) / Average inbound
INBOUND_ACDCALLS ACW time
AVG_INB_ACD_TIME_SUM (sum(TOTAL_ACDTIME - Average inbound ACD
O_ACDTIME)) / time
INBOUND_ACDCALLS
AVG_INB_ACW_TIME_SUM (sum(TOTAL_ACWTIME- Average inbound
O_ACWTIME))/ ACW time
INBOUND_ACDCALLS
AVG_OUTB_ACD_SUM sum(O_ACDTIME) / Total outbound
sum(O_ACDCALLS) average ACD talk time
AVG_OUTB_ACD_TIME O_ACDTIME / O_ACDCALLS Outbound average
ACD talk time
AVG_OUTB_ACW_SUM sum(O_ACWTIME) / Total outbound
sum(O_ACDCALLS) average ACW talk
time
AVG_OUTB_ACW_TIME O_ACWTIME / O_ACDCALLS Outbound average
ACW talk time
AVG_POS_STAFF I_STAFFTIME / (INTRVL * 60) Average positions
staffed
AVG_POS_STAFF_SUM sum(I_STAFFTIME) / sum(INTRVL * Total average
60) positions staffed
AVG_TALK_TIME_IN (ACWINTIME + AUXINTIME) / Extension in calls
(ACWINCALLS + AUXINCALLS) average talk time
AVG_TALK_TIME_IN_SUM sum(ACWINTIME + AUXINTIME) / Extension in calls total
sum(ACWINCALLS + AUXINCALLS) average talk time
AVG_TALK_TIME_OUT (ACWOUTTIME + AUXOUTTIME) / Extension out calls
(ACWOUTCALLS + AUXOUTCALLS) average talk time
AVG_TALK_TIM_OUT_SUM sum(ACWOUTTIME + Extension out calls
AUXOUTTIME) / total average talk time
sum(ACWOUTCALLS +
AUXOUTCALLS)

302 Avaya CMS Database Items and Calculations

 Calculations

Calculation name Calculation Description

AVG_TOP_STAFF (TOTAL_I_ACDACW + Average positions

TOTAL_I_ACDHOLD + staffed for EAS,
TOPAVAUXTIME) / (INTRVL * 60) making use of the top
agent concept to avoid
double-+counting
agents’ time when
they are staffed in
multiple skills
AVG_TOP_STAFF_SUM sum(TOT_I_ACDACW_SUM + Average positions
TOT_I_ACDHOLD_SUM + staffed for EAS,
TOP_AVAUXTIME_SUM)/sum(INTRV summed over all
L*60) records found in the
search, making use of
the top agent concept
to avoid double-
counting agents’ time
when they are staffed
in multiple skills
AVG_TRK_HOLD_IN_SUM sum(INTIME) / sum(INCALLS) Inbound total average
trunk holding time
AVG_TRK_HOLD_OUT_SUM sum(OUTTIME) / sum(OUTCALLS) Outbound total
average trunk holding
time
AVG_TRK_HOLD_TIME (INTIME + OUTTIME) / (INCALLS + Average trunk holding
OUTCALLS) time
AVG_TRK_HOLD_TIME_IN INTIME / INCALLS Inbound average trunk
holding time
AVG_TRK_HOLD_TIM_OUT OUTTIME / OUTCALLS Outbound average
trunk holding time
AVG_VDN_ACD_SK1_TIME SKILLTIME1/SKILLCALLS1 Average time spent on
calls for VDN skill
preference 1
AVG_VDN_ACD_SK2_TIME SKILLTIME2/SKILLCALLS2 Average time spent on
calls for VDN skill
preference 2
AVG_VDN_ACD_SK3_TIME SKILLTIME3/SKILCALLS3 Average time spent on
calls for VDN skill
preference 3

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Definitions of CMS calculations

Calculation name Calculation Description

AVG_VDN_ACW_SK1_TIME SKILLACWTIME1/SKILLCALLS1 Average time spent in

ACW for VDN skill
preference 1
AVG_VDN_ACW_SK2_TIME SKILLACWTIME2/SKILLCALLS2 Average time spent in
ACW for VDN skill
preference 2
AVG_VDN_ACW_SK3_TIME SKILLACWTIME3/SKILLCALLS3 Average time spent in
ACW for VDN skill
preference 3
AVG_VDN_TIME INTIME / INCALLS Average VDN time
AVG_VDN_TIME_SUM sum(INTIME) / sum(INCALLS) Total average time in
VDN
AVG_VEC_TIME INTIME / INCALLS Average vector time
AVG_VEC_TIME_SUM sum(INTIME) / sum(INCALLS) Total average vector
time
BUSY_DISCONNECT BUSYCALLS + DISCCALLS Number of calls that
were busy and
disconnected
CALLS_PER_POS (60 * INTRVL * ACDCALLS) / Calls per position
I_STAFFTIME staffed
CALLS_PER_POS_SUM (sum(60 * INTRVL) * Total calls per position
sum(ACDCALLS))/
sum(I_STAFFTIME
CALLS_WAITING INQUEUE + INRING Number of calls
ringing and queued for
split/skill
CCS_TIME_INBOUND I_INOCC/100 CCS trunk time
attributed to inbound
calls
CCS_TIME_OUTBOUND I_OUTOCC/100 CCS trunk time
attributed to outbound
calls
DEDICATED_AGENT FTE_AGENTS + TSTAFFED Number of agents
considered dedicated
to this skill

304 Avaya CMS Database Items and Calculations

 Calculations

Calculation name Calculation Description

EXT_CALL_IN (ACWINCALLS + AUXINCALLS) Incoming extension

calls
EXT_CALL_OUT (ACWOUTCALLS + AUXOUTCALLS) Outgoing extension
calls
EXT_IN_TIME (I_ACWINTIME + I_AUXINTIME) Time on incoming
extension calls
EXT_OUT_TIME (I_ACWOUTTIME + I_AUXOUTTIME) Time on outgoing
extension calls
FACTIVE_AG FAGINRING + FONACD + FINACW The number of flex
agents on ACD calls,
ringing, or in ACW for
this skill
FTE_AGENTS TOT_PERCENTS / 100 Number of full-time
equivalent agents
staffed for this skill
FTEA_AVAUX (I_AVAILTIME + I_AUXTIME) * Proportion of non-
(MAX_FTE_AGENTS / ACD time for this skill
MAXSTAFFED) for percent allocated
(PCNT) agents
I_SUM_TIME I_ACDTIME + I_ACWTIME + Intermediate time
I_OTHERTIME + I_RINGTIME + used to calculate
I_DA_ACDTIME + I_ DA_ACWTIME INT_AUXTIME
INBOUND_ACDCALLS (sum (TOTAL_ACDCALLS - Total inbound ACD
O_ACDCALLS)) calls
INT_AUXTIME I_STAFFTIME - I_AVAILTIME - Agent time in AUX
(I_SUM_TIME) work in a single
split/skill
INTRVL_END_TIME STARTTIME + INTERVL Time of the end of an
interval
MAIN_ACD_CALLS ACDCALLS - BACKUPCALLS Calls answered for
main split/skill
MAX_DEDICATED_AGT MAX_FTE_AGENTS + MAXTOP Maximum agents (top
agents plus full-time
equivalent agents)
considered dedicated
to this skill

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Definitions of CMS calculations

Calculation name Calculation Description

MAX_FTE_AGENTS MAX_TOT_PERCENTS / 100 Maximum number of

full-time equivalent
agents on this skill
NON_TOP_STAFFED_AGTS STAFFED - TSTAFFED Agents staffed who
are not top agents
PERCENT_ACD_TIME 100 * ((I_ACDTIME + I_ACWTIME) / Percentage of time
I_STAFFTIME) agents spend on
split/skill ACD calls
and in ACW
PERCENT_ACD_TIME_SUM 100 * (sum(I_ACDTIME + Total percentage of
I_ACWTIME) / sum(I_STAFFTIME)) time agents in spend
on split/skill ACD calls
and in ACW
PERCENT_ALL_BUSY 100 * (ALLINUSETIME / Percentage of time all
SECS_PER_DAY) trunks in use
PERCENT_ALL_BUSY_D 100 * (ALLINUSETIME / Percentage of time all
d_secs.SECSPERDAY) trunks in use in the
day
PERCENT_ALL_BUSY_I 100*(ALLINUSETIME)/(INTERVL*60) Percentage of time all
trunks were busy in
interval
PERCENT_ALL_BUSY_M 100 * (ALLINUSETIME Percentage of time all
/m_secs.SECSPERMN) trunks in use in the
month
PERCENT_ALL_BUSY_W 100 * (ALLINUSETIME Percentage of time all
/w_secs.SECSPERWK) trunks in use in the
week
PERCENT_ALL_BUSY_SUM 100 * (sum(ALLINUSETIME) / Percentage of time all
sum(SECS_PER_DAY)) trunks in use
PERCENT_AL_BSY_SUM_D 100 * (sum(ALLINUSETIME) / Percentage of time all
sum(d_secs.SECSPERDAY)) trunks in use during
the day
PERCENT_AL_BSY_SUM_M 100 * (sum(ALLINUSETIME) / Percentage of time all
sum(m_secs.SECSPERMN)) trunks in use during
the month

306 Avaya CMS Database Items and Calculations

 Calculations

Calculation name Calculation Description

PERCENT_AL_BSY_SUM_W 100 * (sum(ALLINUSETIME) / Percentage of time all

sum(w_secs.SECSPERWK)) trunks in use during
the week
PERCENT_ALL_MBUSY_I 100*(MBUSYTIME)/(INTERVL*60 Percent of time all
*TRUNKS trunks were
maintenance busy
PERCENT_AUX_WORK 100 * (I_AUXTIME / I_STAFFTIME) Percentage time
agents spent in AUX
PERCENT_AUX_WORK_SUM 100 * (sum(I_AUXTIME) / Total percentage time
sum(I_STAFFTIME)) agents spent in AUX
PERCENT_CALL_ABAN 100 * (ABNCALLS / Percentage of calls
(CALLSOFFERED)) offered that
abandoned
PERCENT_CALL_ANS 100 * (ACDCALLS / Percentage of calls
CALLSOFFERED) offered that were
answered
PERCENT_CALL_ANS_SUM 100 * (sum(ACDCALLS) / Total percentage of
sum(CALLSOFFERED)) calls offered that were
answered
PERCENT_MBUSY 100 * (MBUSYTIME / Percent of time trunks
(SECS_PER_DAY * TRUNKS)) maintenance busy
NOTE: This
calculation is obsolete.
Do not use it.
PERCENT_MBUSY_D 100 * (MBUSYTIME / Percent of time trunks
(d_secs.SECSPERDAY * TRUNKS)) were maintenance
busy during the day
PERCENT_MBUSY_M 100 * (MBUSYTIME / Percent of time all
(m_secs.SECSPERMN * TRUNKS)) trunks were
maintenance busy
during the month
PERCENT_MBUSY_W 100 * (MBUSYTIME / Percent of time all
(w_secs.SECSPERWK * TRUNKS)) trunks were
maintenance busy
during the week

Issue 1.0 May 2002 307

Definitions of CMS calculations

Calculation name Calculation Description

PERCENT_MBUSY_SUM_D 100 * (sum(MBUSYTIME) / Percent of time all

(avg(d_secs.SECSPERDAY) * trunks were
sum(TRUNKS))) maintenance busy
during the day
PERCENT_MBUSY_SUM_M 100 * (sum(MBUSYTIME) / Percent of time all
(avg(m_secs.SECSPERMN) * trunks were
sum(TRUNKS))) maintenance busy
during the month
PERCENT_MBUSY_SUM_W 100 * (sum(MBUSYTIME) / Percent of time all
(avg(w_secs.SECSPERWK) * trunks were
sum(TRUNKS))) maintenance busy
during the week
PERCENT_MBUSY_SUM 100 * (sum(MBUSYTIME) / Percent time trunks in
(avg(SECS_PER_DAY) * were maintenance
sum(TRUNKS))) busy
NOTE: This
calculation is obsolete.
Do not use it.
PERCENT_SERV_LVL_SPL 100 * (ACCEPTABLE / Percentage of calls
CALLSOFFERED) answered in service
level for split/skill
PERCENT_SERV_LVL_VDN 100 * (sum(ACCEPTABLE) / Percent of calls
sum(INCALLS)) answered within
service level for VDN
PERCENT_SERV_SPL_OUT 100 - PERCENT_SERV_LVL_SPL Percent of calls to a
split/skill outside of the
service level
PERCENT_SERV_VDN_OUT 100 - PERCENT_SERV_LVL_VDN Percent of calls to
VDN outside service
level
PERCENT_SLVL_SPL_SUM 100 * (sum(ACCEPTABLE) / sum Percent of total split
(CALLSOFFERED)) calls answered in
service level
PERCENT_VDN_ABAN 100 * (sum(ABNCALLS) / Percent of calls
sum(INCALLS)) abandoned
PERCENT_VDN_ANSCONN 100 * (sum(ACDCALLS + Percent of calls
CONNECTCALLS) / sum(INCALLS)) answered ‘for VDN

308 Avaya CMS Database Items and Calculations

 Calculations

Calculation name Calculation Description

R1ACTIVE_AGT R1AGINRING + R1ONACD + Number of Reserve 1

R1INACW agents on ACD calls,
ringing, or in ACW for
this skill
R2ACTIVE_AGT R2AGINRING + R2ONACD + Number of Reserve 2
R2INACW agents on ACD calls,
ringing, or in ACW for
this skill
SECS_PER_DAY (24 * 60 * 60) Seconds per day
NOTE: To use
<SECS_PER_DAY>,
data collection must
be active 24 hours a
day, seven days a
week.
TOP_AVAUXTIME I_TAUXTIME+I_TAVAILTIME+I_TOTH Subcalculation that
ERTIME supports the
AVG_TOP_STAFF
calculation
Sum of the time top
agents spent in AUX
work and available
TOP_AVAUXTIME_SUM sum (I_TAUXTIME+I_TAVAILTIME) Subcalculation that
supports the
AVG_TOP_STAFF_S
UM calculation
Sum of the time top
agents spent in AUX
work and available
TOT_I_ACDACW_SUM sum(I_ACDTIME + I_ACWTIME + Subcalculation that
I_DA_ACDTIME + I_DA_ACWTIME + supports the
I_RINGTIME) AVG_TOP_STAFF_S
UM calculation
Sum of the ACD and
ACW time for split/skill
and direct agent calls,
plus the (agent)
ringing time for those
calls

Issue 1.0 May 2002 309

Definitions of CMS calculations

Calculation name Calculation Description

TOT_I_ACDHOLD_SUM sum(I_ACDOTHERTIME + Subcalculation that

I_ACDAUXINTIME + supports the
I_ACDAUX_OUTTIME) AVG_TOP_STAFF_S
UM calculation
Sum of the time
agents spent with
ACD calls on hold
TOTAL_I_ACDACW (I_ACDTIME + I_ACWTIME Subcalculation that
+I_DA_ACDTIME+I_DA_ACWTIME supports the new
+I_RINGTIME) AVG_TOP_STAFF
calculation
Sum of the ACD and
ACW time for split/skill
and direct agent calls,
plus the (agent)
ringing time for those
calls
TOTAL_ACDCALLS (ACDCALLS + DA_ACDCALLS) Total split/skill and
direct agent ACD calls
TOTAL_ACDTIME (ACDTIME + DA_ACDTIME) Total ACD time + DA
ACD TIME
TOTAL_ACWTIME (ACWTIME + DA_ACWTIME) Total ACW time +DA
TOTAL_I_ACDTIME (I_ACDTIME + I_DA_ACDTIME) Total interval-based
ACD time
TOTAL_I_ACDHOLD I_ACDOTHERTIME + Sum of the time
I_ACDAUXINTIME + agents spent with
I_ACD_ACDAUX_OUTTIME ACD calls on hold
TOTAL_I_ACWTIME (I_ACWTIME + I_DA_ACWTIME) Total interval-based
ACW time

310 Avaya CMS Database Items and Calculations

 Calculations

Reports-specific calculations
The calculations in this section support reports that were modified for V8 CMS Supervisor.
These calculations present information supporting Business Advocate and Virtual Routing.
They are not standard CMS calculations and are not part of the CMS database, althouigh
they draw data from the database. These calculations are only available with R8 and
newer releases of CMS Supervisor.

Calculation Calculation Description Database

name tables

% Aban 100 * (sum(ABNCALLS) / The number of the total vdn

sum(INCALLS)) calls to all VDNs on a
selected ACD that
abandoned, expressed as
a percentage.
Used in daily reports.
% Busy 100 * (sum(BUSYCALLS) / The number of the total vdn
sum(INCALLS)) calls to all VDNs on a
selected ACD that were
busy, expressed as a
percentage. Used in daily
reports.
% Disconnect 100 * (sum(DISCCALLS) / The number of the total vdn
sum(INCALLS)) calls to all VDNs on a
selected ACD that were
disconnected, expressed
as a percentage. Used in
daily reports.
% Aban 100 * ABNCALLS / INCALLS The number of the total vdn
calls to a VDN that
abandoned, expressed as
a percentage. Used in
interval, weekly, and
monthly reports.
% Busy 100 * BUSYCALLS / INCALLS The number of the total vdn
calls to a VDN that were
busy, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.

Issue 1.0 May 2002 311

Definitions of CMS calculations

Calculation Calculation Description Database

name tables

% Flow Out 100 * OUTFLOWCALLS / INCALLS The number of the total vdn
calls to a VDN that were
redirected to another
VDN, expressed as a
percentage. Used in
interval, weekly, and
monthly reports.
% Agent Occup 100 * (sum(I_RINGTIME + I_ACDTIME The percentage of an agent
(Group) w/ACW + I_ACDOTHERTIME + agent or agent group's
I_ACDAUX_OUTTIME + occupancy, including after
I_ACDAUXINTIME + I_ACWTIME) / call work time. This
(sum(TI_STAFFTIME – TI_AUXTIME + calculation is used in
I_ACDAUX_OUTTIME + interval, daily, weekly, and
I_ACDAUXINTIME)) monthly Historical Agent
Summary and Agent
Group Summary reports.
When it is used in an
Agent Summary report,
the field is % Agent
Occup.
% Agent Occup 100 * (sum(I_RINGTIME + I_ACDTIME The percentage of an agent
(Group) w/o ACW + I_ACDOTHERTIME + agent or agent group's
I_ACDAUX_OUTTIME + occupancy, excluding
I_ACDAUXINTIME) / after call work time. This
(sum(TI_STAFFTIME – TI_AUXTIME + calculation is used in
I_ACDAUX_OUTTIME + interval, daily, weekly, and
I_ACDAUXINTIME)) monthly Historical Agent
Summary and Agent
Group Summary reports.
When it is used in an
Agent Summary report,
the field is % Agent
Occup.

312 Avaya CMS Database Items and Calculations

Index 1

ag_actv . . . . . . . . . . . . . . . . . . . . . . 33
AG_DEST . . . . . . . . . . . . . . . . . . . . 296
Symbols AG_DIR . . . . . . . . . . . . . . . . . . . . . 296
% Aban . . . . . . . . . . . . . . . . . . . . . . 311 AG_ORIG . . . . . . . . . . . . . . . . . . . . 296
% Agent Occup (Group) w/ACW . . . . . . . . . . 312 AG_PREF . . . . . . . . . . . . . . . . . . . . 296
% Agent Occup (Group) w/o ACW . . . . . . . . . 312 AGDURATION (real-time) . . . . . . . . . . . . 127
% Busy . . . . . . . . . . . . . . . . . . . . . . 311 Agent . . . . . . . . . . . . . . . . . . . . . . . 41
% Disconnect . . . . . . . . . . . . . . . . . . . 311 Agent Counts . . . . . . . . . . . . . . . . . . . 87
% Flow Out . . . . . . . . . . . . . . . . . . . . 312 Agent database items . . . . . . . . . . . . 49, 102
Agent login/logout database items . . . . . . . . . . 55
Agent Position, EAS . . . . . . . . . . . . . . . . 42
A Agent Position, No EAS . . . . . . . . . . . . . . 41
Abandoned Call . . . . . . . . . . . . . . . . . . 40 Agent Role. . . . . . . . . . . . . . . . . . . . . 87
Abandoned Calls . . . . . . . . . . . . . . . . . 95 Agent State and Row Search Values
ABNCALLS . . . . . . . . . . . . . . . . . . . . 108 Cross-Reference . . . . . . . . . . . . . . . 296
ABNCALLS1-10 . . . . . . . . . . . . . . . . . . 109 Agent State Tracking at Login . . . . . . . . . . . . 85
ABNQUECALLS . . . . . . . . . . . . . . . . . . 110 Agent Time in Skill . . . . . . . . . . . . . . . . . 87
ABNRINGCALLS . . . . . . . . . . . . . . . . . 110 Agent trace database items . . . . . . . . . . . . . 56
ABNTIME . . . . . . . . . . . . . . . . . . . . . 111 Agents in Multiple Splits/Skills . . . . . . . . . . . . 84
ABNVECCALLS . . . . . . . . . . . . . . . . . . 112 AGENTS_ON_EXT_CALLS . . . . . . . . . . . 300
ACCEPTABLE . . . . . . . . . . . . . . . . . . 112 agex. . . . . . . . . . . . . . . . . . . . . . . . 33
ACD (index) . . . . . . . . . . . . . . . . . . . . 112 AGINRING (real-time) . . . . . . . . . . . . . . 126
ACD Call . . . . . . . . . . . . . . . . . . . . . 41 AGOCC . . . . . . . . . . . . . . . . . . . . . 126
ACD_RELEASE . . . . . . . . . . . . . . . . . . 115 AGSTATE (real-time) . . . . . . . . . . . . . . . 126
ACDAUXOUTCALLS . . . . . . . . . . . . . . . 115 AGT_RELEASED . . . . . . . . . . . . . . . . 126
ACDCALLS . . . . . . . . . . . . . . . . . . . . 116 AGTIME(real-time) . . . . . . . . . . . . . . . . 127
ACDCALLS_R1 . . . . . . . . . . . . . . . . . . 117 ALL_BUSY . . . . . . . . . . . . . . . . . . . 298
ACDCALLS_R2 . . . . . . . . . . . . . . . . . . 119 ALLINUSE (real-time) . . . . . . . . . . . . . . 127
ACDCALLS1-10 . . . . . . . . . . . . . . . . . . 117 ALLINUSETIME . . . . . . . . . . . . . . . . . 128
ACDONHOLD (real-time) . . . . . . . . . . . . . 120 ANI_SID . . . . . . . . . . . . . . . . . . . . . 128
ACDTIME . . . . . . . . . . . . . . . . . . . . . 120 ANSCONNCALLS1-10 . . . . . . . . . . . . . . 128
Acronyms . . . . . . . . . . . . . . . . . . . . . 27 ANSHOLDTIME . . . . . . . . . . . . . . . . . 128
active calls . . . . . . . . . . . . . . . . . . . . 106 ANSLOCID . . . . . . . . . . . . . . . . . . . 129
ACTIVECALLS (real-time) . . . . . . . . . . . . . 121 ANSLOGIN . . . . . . . . . . . . . . . . . . . 129
ACW . . . . . . . . . . . . . . . . . . . . . . . 41 ANSREASON . . . . . . . . . . . . . . . . . . 129
ACW_AUX_OUT_ADJ . . . . . . . . . . . . . . . 300 ANSRINGTIME . . . . . . . . . . . . . . . . . 129
ACW_AUX_OUT_CALLS . . . . . . . . . . . . . 300 ANSTIME . . . . . . . . . . . . . . . . . . . . 130
ACWINCALLS. . . . . . . . . . . . . . . . . . . 121 Answered Call . . . . . . . . . . . . . . . . . . . 42
ACWINTIME . . . . . . . . . . . . . . . . . . . 121 ASA (real-time) . . . . . . . . . . . . . . . . . 130
ACWOUTADJCALLS . . . . . . . . . . . . . . . 122 ASSIST . . . . . . . . . . . . . . . . . . . . . 131
ACWOUTCALLS . . . . . . . . . . . . . . . . . 122 ASSIST_ACTV . . . . . . . . . . . . . . . . . . 131
ACWOUTOFFCALLS . . . . . . . . . . . . . . . 123 ASSISTS . . . . . . . . . . . . . . . . . . . . 131
ACWOUTOFFTIME . . . . . . . . . . . . . . . . 123 ATAGENT (real-time) . . . . . . . . . . . . . . . 132
ACWOUTTIME . . . . . . . . . . . . . . . . . . 123 AUDIO . . . . . . . . . . . . . . . . . . . . . 132
ACWTIME . . . . . . . . . . . . . . . . . . . . 124 Audio Difficulty . . . . . . . . . . . . . . . . . . . 96
ADJATTEMPTS . . . . . . . . . . . . . . . . . . 125 Automatic-in mode (AI) . . . . . . . . . . . . . . . 42
ADJROUTED . . . . . . . . . . . . . . . . . . . 125 AUX work mode . . . . . . . . . . . . . . . . . . 42
ADJUNCTOUT (real-time) . . . . . . . . . . . . . 125 AUXINCALLS . . . . . . . . . . . . . . . . . . 132
Adjunct-Placed and Adjunct-Routed Calls . . . . . . 84 AUXINTIME . . . . . . . . . . . . . . . . . . . 133
Administration documents . . . . . . . . . . . . . 25 AUXOUTADJCALLS . . . . . . . . . . . . . . . 133
Administrative data . . . . . . . . . . . . . . . . 34 AUXOUTCALLS . . . . . . . . . . . . . . . . . 134
Administrative data, definition . . . . . . . . . . 34 AUXOUTOFFCALLS . . . . . . . . . . . . . . . 134
AUXOUTOFFTIME . . . . . . . . . . . . . . . . 135
Administrative data, definition . . . . . . . . . . . 34
AUXOUTTIME . . . . . . . . . . . . . . . . . . 135
After Call Work . . . . . . . . . . . . . . . . . . 41
AUXREASON . . . . . . . . . . . . . . . . . . 135

Issue 1.0 May 2002 313

Availability of database items . . . . . . . . . . . . 29 AVG_VDN_ACW_SK1_TIME . . . . . . . . . . . 304
DEFINITY Release 5 . . . . . . . . . . . . . . 29 AVG_VDN_ACW_SK2_TIME . . . . . . . . . . . 304
DEFINITY Release 6 . . . . . . . . . . . . . . 29 AVG_VDN_ACW_SK3_TIME . . . . . . . . . . . 304
DEFINITY Release 7 . . . . . . . . . . . . . . 29 AVG_VDN_TIME . . . . . . . . . . . . . . . . . 304
DEFINITY Release 8 . . . . . . . . . . . . . . 29 AVG_VDN_TIME_SUM . . . . . . . . . . . . . . 304
DEFINITY Release 9 . . . . . . . . . . . . . . 29 AVG_VEC_TIME . . . . . . . . . . . . . . . . . 304
AVG_VEC_TIME_SUM . . . . . . . . . . . . . . 304
Generic 3 Version 1 . . . . . . . . . . . . . . . 29
AVGAGSERV . . . . . . . . . . . . . . . . . . 136
Generic 3 Version 2 . . . . . . . . . . . . . . . 29 AVGSPEEDANS . . . . . . . . . . . . . . . . . 136
Generic 3 Version 3 . . . . . . . . . . . . . . . 29 AWORKMODE . . . . . . . . . . . . . . . . . . 137
Generic 3 Version 4 . . . . . . . . . . . . . . . 29
MultiVantage . . . . . . . . . . . . . . . . . . 29
AVAILABLE (real-time) . . . . . . . . . . . . . . 136 B
Average Speed of Answer (ASA) . . . . . . . . . . 85 BACKUPCALLS . . . . . . . . . . . . . . . . . 137
AVG_ABANDON_TIME . . . . . . . . . . . . . 300 Best Service Routing . . . . . . . . . . . . . . . . 86
AVG_ABANDON_TIME_SUM . . . . . . . . . . 300 Best Service Routing (BSR) . . . . . . . . . . . . . 42
AVG_ACD_TALK_TIM_SUM . . . . . . . . . . . 300 BH_ABNCALLS . . . . . . . . . . . . . . . . . 139
AVG_ACD_TALK_TIME . . . . . . . . . . . . . 300 BH_ACDCALLS . . . . . . . . . . . . . . . . . 139
AVG_ACW_TIME . . . . . . . . . . . . . . . . 300 BH_ACDTIME . . . . . . . . . . . . . . . . . . 139
AVG_ACW_TIME_SUM . . . . . . . . . . . . . 300 BH_ALLINUSETIME . . . . . . . . . . . . . . . 140
AVG_ACWAUX_OUT_CALLS . . . . . . . . . . 301 BH_BUSYCALLS . . . . . . . . . . . . . . . . . 140
AVG_AGENT_ACW_SUM . . . . . . . . . . . . 301 BH_DISCCALLS . . . . . . . . . . . . . . . . . 140
AVG_AGENT_ACW_TIME . . . . . . . . . . . . 301 BH_INCALLS . . . . . . . . . . . . . . . . . . . 141
AVG_AGENT_TALK_SUM . . . . . . . . . . . . 301 BH_INTIME . . . . . . . . . . . . . . . . . . . 141
AVG_AGENT_TALK_TIME . . . . . . . . . . . . 301 BH_OABNCALLS . . . . . . . . . . . . . . . . . 141
AVG_ANSWER_SPEED . . . . . . . . . . . . . 301 BH_OACDCALLS . . . . . . . . . . . . . . . . . 142
AVG_ANSWER_SPEED_SUM . . . . . . . . . . 301 BH_OOTHERCALLS . . . . . . . . . . . . . . . 142
AVG_CONNECT_TIME . . . . . . . . . . . . . 301 BH_OTHERCALLS . . . . . . . . . . . . . . . . 142
AVG_CONNECT_TIME_SUM . . . . . . . . . . 301 BH_OUTCALLS . . . . . . . . . . . . . . . . . 143
AVG_DEQUE_ACD_TIME . . . . . . . . . . . . 301 BH_OUTTIME . . . . . . . . . . . . . . . . . . 143
AVG_EQV_AGENTS_STFD . . . . . . . . . . . 301 BH_STARTTIME . . . . . . . . . . . . . . . . . 143
AVG_HOLD_TIME . . . . . . . . . . . . . . . . 301 BH_VDNCALLS . . . . . . . . . . . . . . . . . 144
AVG_HOLD_TIME_SUM . . . . . . . . . . . . . 301 BLOCKAGE . . . . . . . . . . . . . . . . . . . 144
AVG_INB_ACD_TIME . . . . . . . . . . . . . . 302 BSR . . . . . . . . . . . . . . . . . . . . . . . . 91
AVG_INB_ACD_TIME_SUM . . . . . . . . . . . 302 BSRPLAN . . . . . . . . . . . . . . . . . . . . 144
AVG_INB_ACW_TIME . . . . . . . . . . . . . . 302 Business Advocate . . . . . . . . . . . . . . . . . 87
AVG_INB_ACW_TIME_SUM . . . . . . . . . . . 302 Busy Hour data, definition . . . . . . . . . . . . . . 34
AVG_OUTB_ACD_SUM . . . . . . . . . . . . . 302 BUSY_DISCONNECT. . . . . . . . . . . . . . . 304
AVG_OUTB_ACD_TIME . . . . . . . . . . . . . 302 BUSYCALLS . . . . . . . . . . . . . . . . . . . 144
AVG_OUTB_ACW_SUM . . . . . . . . . . . . . 302 BUSYTIME . . . . . . . . . . . . . . . . . . . . 145
AVG_OUTB_ACW_TIME . . . . . . . . . . . . . 302
AVG_POS_STAFF . . . . . . . . . . . . . . . . 302
AVG_POS_STAFF_SUM . . . . . . . . . . . . . 302 C
AVG_TALK_TIM_OUT_SUM . . . . . . . . . . . 302
AVG_TALK_TIME_IN . . . . . . . . . . . . . . 302 cagent . . . . . . . . . . . . . . . . . . . . . . . 31
AVG_TALK_TIME_IN_SUM . . . . . . . . . . . 302 Calculations . . . . . . . . . . . . . . . . . . . 300
AVG_TALK_TIME_OUT . . . . . . . . . . . . . 302 Call Disposition . . . . . . . . . . . . . . . . . . . 93
AVG_TOP_STAFF . . . . . . . . . . . . . . . . 303 Call Disposition and Row Search Values
Cross-Reference. . . . . . . . . . . . . . . . 299
AVG_TOP_STAFF_SUM . . . . . . . . . . . . . 303
Call handling preference . . . . . . . . . . . . . . 86
AVG_TRK_HOLD_IN_SUM . . . . . . . . . . . . 303
Call Pickup . . . . . . . . . . . . . . . . . . . . . 87
AVG_TRK_HOLD_OUT_SUM . . . . . . . . . . 303
Call Record . . . . . . . . . . . . . . . . . . . . 151
AVG_TRK_HOLD_TIM_OUT . . . . . . . . . . . 303
Call record database items . . . . . . . . . . . . . 58
AVG_TRK_HOLD_TIME . . . . . . . . . . . . . 303
Call Segment . . . . . . . . . . . . . . . . . . . . 42
AVG_TRK_HOLD_TIME_IN . . . . . . . . . . . 303
call work code . . . . . . . . . . . . . . . . . . 151
AVG_VDN_ACD_SK1_TIME . . . . . . . . . . . 303
Call work codes database items . . . . . . . . . . . 60
AVG_VDN_ACD_SK2_TIME . . . . . . . . . . . 303
call_rec . . . . . . . . . . . . . . . . . . . . . . 33
AVG_VDN_ACD_SK3_TIME . . . . . . . . . . . 303
Call-based data, definition . . . . . . . . . . . . . . 34

314 Avaya CMS Database Items and Calculations

CALLER_HOLD . . . . . . . . . . . . . . . . . . 146 DA_INACW (real-time) . . . . . . . . . . . . . . 155
CALLID . . . . . . . . . . . . . . . . . . . . . . 146 DA_INQUEUE (real-time) . . . . . . . . . . . . . 155
CALLING_II . . . . . . . . . . . . . . . . . . . . 146 DA_INRING (real-time) . . . . . . . . . . . . . . 156
CALLING_LOGID . . . . . . . . . . . . . . . . . 147 DA_OLDESTCALL (real-time). . . . . . . . . . . 156
CALLING_PTY . . . . . . . . . . . . . . . . . . 147 DA_ONACD (real-time) . . . . . . . . . . . . . . 157
CALLS_PER_POS . . . . . . . . . . . . . . . . 304 DA_OTHERCALLS . . . . . . . . . . . . . . . . 157
CALLS_PER_POS_SUM . . . . . . . . . . . . . 304 DA_OTHERTIME . . . . . . . . . . . . . . . . 157
CALLS_WAITING . . . . . . . . . . . . . . . . . 304 DA_QUEUED . . . . . . . . . . . . . . . . . . 157
CALLSOFFERED . . . . . . . . . . . . . . . . . 148 DA_RELEASE . . . . . . . . . . . . . . . . . . 158
CCS_TIME_INBOUND. . . . . . . . . . . . . . . 304 DA_SKILL . . . . . . . . . . . . . . . . . . . . 158
CCS_TIME_OUTBOUND . . . . . . . . . . . . . 304 DACALLS_FIRST . . . . . . . . . . . . . . . . 158
ccwc . . . . . . . . . . . . . . . . . . . . . . . 31 dagent . . . . . . . . . . . . . . . . . . . . . . . 32
CHANGE . . . . . . . . . . . . . . . . . . . . . 148 Database item types . . . . . . . . . . . . . . . . 34
CHANGED (real-time) . . . . . . . . . . . . . . . 148 Busy Hour data, definition . . . . . . . . . . . . 34
CHPROF . . . . . . . . . . . . . . . . . . . . . 148 Maximum Interval Value data, definition . . . . . 34
COMPLETED . . . . . . . . . . . . . . . . . . . 149 Row Identifier data, definition . . . . . . . . . . 34
CONFERENCE . . . . . . . . . . . . . . . . . . 149 Special Table data . . . . . . . . . . . . . . . 34
Conference Tracking (G2.2 and G3) . . . . . . . . 88 Status data, definition . . . . . . . . . . . . . . 34
CONNECTCALLS . . . . . . . . . . . . . . . . . 149
Database Items
Connected Call . . . . . . . . . . . . . . . . . . 42 Terminology . . . . . . . . . . . . . . . . . . 40
CONNECTTIME . . . . . . . . . . . . . . . . . . 150
Database Table Names . . . . . . . . . . . . . . . 31
CONNTALKTIME . . . . . . . . . . . . . . . . . 150
dcwc . . . . . . . . . . . . . . . . . . . . . . . 33
CONSULTTIME . . . . . . . . . . . . . . . . . . 150
DEDICATED_AGENT . . . . . . . . . . . . . . 304
Conventions . . . . . . . . . . . . . . . . . . . . 21
DEFINITIY Generic 3 switches . . . . . . . . . . . 29
Converse Vector Command (G3V2 and later) . . . . 88
DEFLECTCALLS . . . . . . . . . . . . . . . . . 159
csplit . . . . . . . . . . . . . . . . . . . . . . . 31
DEQUECALLS . . . . . . . . . . . . . . . . . . 159
ctkgrp . . . . . . . . . . . . . . . . . . . . . . . 31
DEQUETIME . . . . . . . . . . . . . . . . . . 159
ctrunk . . . . . . . . . . . . . . . . . . . . . . . 31
DESTINATION (real-time) . . . . . . . . . . . . 160
Cumulative data
DIALED_NUM . . . . . . . . . . . . . . . . . . 160
Cumulative data, definition . . . . . . . . . . . 34
Dictionary
Cumulative data, definition . . . . . . . . . . . . . 34
Calculations . . . . . . . . . . . . . . . . . 300
Current day configuration database items . . . . . . 61
DIGITS_DIALED . . . . . . . . . . . . . . . . . 160
Current day report database items . . . . . . . . . 62
Direct Agent ACD Call (G3) . . . . . . . . . . . . . 43
cvdn . . . . . . . . . . . . . . . . . . . . . . . 31
Direct Agent Calling (G3) . . . . . . . . . . . . . . 88
cvector . . . . . . . . . . . . . . . . . . . . . . 31
DIRECTION . . . . . . . . . . . . . . . . . . . 160
CWC (index) . . . . . . . . . . . . . . . . . . . 151
DISCCALLS . . . . . . . . . . . . . . . . . . . 161
CWC1 . . . . . . . . . . . . . . . . . . . . . . 151
DISCTIME . . . . . . . . . . . . . . . . . . . . 162
DISPIVECTOR . . . . . . . . . . . . . . . . . . 162
D DISPOSITION . . . . . . . . . . . . . . . . 163, 299
DISPPRIORITY . . . . . . . . . . . . . . . . . 164
DA_ABNCALLS . . . . . . . . . . . . . . . . . . 151 DISPSKLEVEL . . . . . . . . . . . . . . . . . . 164
DA_ABNTIME . . . . . . . . . . . . . . . . . . . 151 DISPSPLIT . . . . . . . . . . . . . . . . . . . 165
DA_ACDCALLS . . . . . . . . . . . . . . . . . . 152 DISPTIME . . . . . . . . . . . . . . . . . . . . 165
DA_ACDTIME . . . . . . . . . . . . . . . . . . . 152 DISPVDN . . . . . . . . . . . . . . . . . . . . 165
DA_ACWINCALLS . . . . . . . . . . . . . . . . 152 Documentation Web sites . . . . . . . . . . . . . . 26
DA_ACWINTIME . . . . . . . . . . . . . . . . . 153 dsplit . . . . . . . . . . . . . . . . . . . . . . . 32
DA_ACWOADJCALLS . . . . . . . . . . . . . . . 153 dtkgrp . . . . . . . . . . . . . . . . . . . . . . . 32
DA_ACWOCALLS . . . . . . . . . . . . . . . . . 153 dtrunk . . . . . . . . . . . . . . . . . . . . . . . 32
DA_ACWOOFFCALLS. . . . . . . . . . . . . . . 154 DURATION . . . . . . . . . . . . . . . . . . . 165
DA_ACWOOFFTIME . . . . . . . . . . . . . . . 154 dvdn. . . . . . . . . . . . . . . . . . . . . . . . 32
DA_ACWOTIME. . . . . . . . . . . . . . . . . . 154 dvector . . . . . . . . . . . . . . . . . . . . . . 32
DA_ACWTIME . . . . . . . . . . . . . . . . . . 155
DA_ANSTIME . . . . . . . . . . . . . . . . . . . 155

Issue 1.0 May 2002 315

 GNINAUX . . . . . . . . . . . . . . . . . . . . 179
GNONACD . . . . . . . . . . . . . . . . . . . . 179
E GNONACDAUX-OUT . . . . . . . . . . . . . . . 180
EQLOC . . . . . . . . . . . . . . . . . . . . . 166 GNONACDOUT . . . . . . . . . . . . . . . . . 181
EVENT_TIME . . . . . . . . . . . . . . . . . . 167 GNONACWIN . . . . . . . . . . . . . . . . . . 181
EVENT1-9 . . . . . . . . . . . . . . . . . . . . 167 GNONACWOUT . . . . . . . . . . . . . . . . . 181
EWTHIGH (real-time) . . . . . . . . . . . . . . . 168 GNONAUXIN . . . . . . . . . . . . . . . . . . . 182
EWTLOW (real-time) . . . . . . . . . . . . . . . 168 GNONAUXOUT . . . . . . . . . . . . . . . . . 182
EWTMEDIUM (real-time) . . . . . . . . . . . . . 169 GNOTHER . . . . . . . . . . . . . . . . . 180, 183
EWTTOP (real-time) . . . . . . . . . . . . . . . 169 GNSKILL . . . . . . . . . . . . . . . . . . . . . 184
Example standard dictionary calculations . . . . . 295 GNSTAFFED . . . . . . . . . . . . . . . . . . . 184
Expert Agent Selection (EAS) . . . . . . . . . . . . 43 Go To Vector . . . . . . . . . . . . . . . . . . . . 90
EXT_CALL_IN . . . . . . . . . . . . . . . . . . 305 GOTOCALLS . . . . . . . . . . . . . . . . . . . 184
EXT_CALL_ORIG . . . . . . . . . . . . . . . . 169 GOTOTIME . . . . . . . . . . . . . . . . . . . 184
EXT_CALL_OUT . . . . . . . . . . . . . . . . . 305
EXT_IN_TIME . . . . . . . . . . . . . . . . . . 305
EXT_OUT_TIME . . . . . . . . . . . . . . . . . 305 H
EXTENSION . . . . . . . . . . . . . . . . . . . 170 hagent . . . . . . . . . . . . . . . . . . . . . . . 32
Extension Call . . . . . . . . . . . . . . . . . . . 43 haglog . . . . . . . . . . . . . . . . . . . . . . . 33
External Call . . . . . . . . . . . . . . . . . . . . 43 Hardware documents . . . . . . . . . . . . . . . . 25
EXTN . . . . . . . . . . . . . . . . . . . . . . 170 hcwc . . . . . . . . . . . . . . . . . . . . . . . . 33
EXTYPE . . . . . . . . . . . . . . . . . . . . . 170 HDATE1-4 . . . . . . . . . . . . . . . . . . . . 185
EXTYPE in the agent exception table . . . . . . . 170 HELD . . . . . . . . . . . . . . . . . . . . . . 185
EXTYPE in the split/skill exception table . . . . . . 172 HIGHCALLS . . . . . . . . . . . . . . . . . . . 185
EXTYPE in the trunk group exception table . . . . 173 Hold . . . . . . . . . . . . . . . . . . . . . . . . 43
EXTYPE in the VDN exception table. . . . . . . . 174 Hold Tracking (G3, G2, System 85) . . . . . . . . . 90
EXTYPE in the vector exception table . . . . . . . 175 HOLDABN . . . . . . . . . . . . . . . . . . . . 185
HOLDABNCALLS . . . . . . . . . . . . . . . . . 186
HOLDACDCALLS . . . . . . . . . . . . . . . . 186
F HOLDACDTIME . . . . . . . . . . . . . . . . . 186
f_cday . . . . . . . . . . . . . . . . . . . . . . . 33 HOLDCALLS . . . . . . . . . . . . . . . . . . . 187
f_cdayrep . . . . . . . . . . . . . . . . . . . . . 33 HOLDTIME . . . . . . . . . . . . . . . . . . . . 187
FACTIVE_AG . . . . . . . . . . . . . . . . . . 305 hsplit . . . . . . . . . . . . . . . . . . . . . . . . 32
FAGINRING . . . . . . . . . . . . . . . . . . . 175 htkgrp . . . . . . . . . . . . . . . . . . . . . . . 32
FAILURES . . . . . . . . . . . . . . . . . . . . 176 htrunk . . . . . . . . . . . . . . . . . . . . . . . 32
FAVAILABLE . . . . . . . . . . . . . . . . . . 175 hvdn . . . . . . . . . . . . . . . . . . . . . . . . 32
FCALLS . . . . . . . . . . . . . . . . . . . . . 176 hvector . . . . . . . . . . . . . . . . . . . . . . . 32
FINACW . . . . . . . . . . . . . . . . . . . . . 176
FINAUX . . . . . . . . . . . . . . . . . . . . . 176
FIRSTVDN . . . . . . . . . . . . . . . . . . . 176 I
FIRSTVECTOR . . . . . . . . . . . . . . . . . 177 I. . . . . . . . . . . . . . . . . . . . . . . . . . 98
FMETHOD. . . . . . . . . . . . . . . . . . . . 177 I_ACDAUX_OUTTIME . . . . . . . . . . . . . . 188
FONACD . . . . . . . . . . . . . . . . . . . . 177 I_ACDAUXINTIME . . . . . . . . . . . . . . . . 188
Forced disconnect . . . . . . . . . . . . . . . . . 90 I_ACDOTHERTIME . . . . . . . . . . . . . . . . 188
FOTHER . . . . . . . . . . . . . . . . . . . . 177 I_ACDTIME . . . . . . . . . . . . . . . . 100, 189
FSTAFFED . . . . . . . . . . . . . . . . . . . 178 I_ACDTIME_R1 . . . . . . . . . . . . . . . 98, 189
FTE_AGENTS . . . . . . . . . . . . . . . . . . 305 I_ACDTIME_R2 . . . . . . . . . . . . . . . 98, 190
FTEA_AVAUX . . . . . . . . . . . . . . . . . . 305 I_ACWINTIME . . . . . . . . . . . . . . . . . . 190
I_ACWOUTTIME . . . . . . . . . . . . . . . . . 190
I_ACWTIME . . . . . . . . . . . . . . . . 100, 191
G I_ACWTIME_R1 . . . . . . . . . . . . . . . . . . 98
GNAGINRING . . . . . . . . . . . . . . . . . . 178 I_ACWTIME_R2 . . . . . . . . . . . . . . . 98, 192
GNAVAILABLE . . . . . . . . . . . . . . . . . 178 I_ARRIVED . . . . . . . . . . . . . . . . . . . 192
GNDA_INACW. . . . . . . . . . . . . . . . . . 182 I_AUXINTIME . . . . . . . . . . . . . . . . . . 192
GNDA_ONACD . . . . . . . . . . . . . . . . . 183 I_AUXOUTTIME . . . . . . . . . . . . . . . . . 193
GNINACW . . . . . . . . . . . . . . . . . . . . 179 I_AUXSTBYTIME . . . . . . . . . . . . 98, 102, 193

316 Avaya CMS Database Items and Calculations

I_AUXSTBYTIME_R1 . . . . . . . . . . 98, 100, 194 INVECTOR (real-time) . . . . . . . . . . . . . . 216
I_AUXSTBYTIME_R2 . . . . . . . . . . 98, 100, 194 ITN (index). . . . . . . . . . . . . . . . . . . . 216
I_AUXTIME . . . . . . . . . . . . . . . . . 100, 195
I_AUXTIME_R1 . . . . . . . . . . . . . . . . 98, 195
I_AUXTIME_R2 . . . . . . . . . . . . . . . . 98, 196 K
I_AUXTIME0 . . . . . . . . . . . . . . . . . . . 196 KEYBD_DIALED . . . . . . . . . . . . . . . . . 216
I_AUXTIME1-9 . . . . . . . . . . . . . . . . . . 196
I_AVAILTIME . . . . . . . . . . . . . . . . . . . 197
I_DA_ACDTIME . . . . . . . . . . . . . . . . . . 197 L
I_DA_ACWTIME . . . . . . . . . . . . . . . . . 197
LASTCWC . . . . . . . . . . . . . . . . . . . . 216
I_INOCC . . . . . . . . . . . . . . . . . . . . . 198
LASTDIGITS . . . . . . . . . . . . . . . . . . . 217
I_NORMTIME . . . . . . . . . . . . . . . . . . . 198
LASTOBSERVER . . . . . . . . . . . . . . . . 217
I_OL1TIME . . . . . . . . . . . . . . . . . . . . 199
LEVEL. . . . . . . . . . . . . . . . . . . . 217, 296
I_OL2TIME . . . . . . . . . . . . . . . . . . . . 199
linkex . . . . . . . . . . . . . . . . . . . . . . . 33
I_OTHERSTBYTIME . . . . . . . . . . 98, 102, 199
LOC_ID . . . . . . . . . . . . . . . . . . . . . 217
I_OTHERSTBYTIME_R1 . . . . . . . . 98, 100, 200
Location . . . . . . . . . . . . . . . . . . . . . . 90
I_OTHERSTBYTIME_R2 . . . . . . . . 98, 100, 200
LOGID. . . . . . . . . . . . . . . . . . . . . . 219
I_OTHERTIME . . . . . . . . . . . . . 94, 100, 201
LOGIN. . . . . . . . . . . . . . . . . . . . . . 220
I_OTHERTIME_R1 . . . . . . . . . . . . . . 98, 202
LOGONSKILL (real-time) . . . . . . . . . . . . . 220
I_OTHERTIME_R2 . . . . . . . . . . . . . . 98, 202
LOGONSKILL2-20 . . . . . . . . . . . . . . . . 220
I_OUTOCC . . . . . . . . . . . . . . . . . . . . 203
I_RINGTIME . . . . . . . . . . . . . . . . 100, 203 LOGONSTART (real-time) . . . . . . . . . . . . 221
LOGOUT . . . . . . . . . . . . . . . . . . . . 221
I_RINGTIME_R1 . . . . . . . . . . . . . . . 98, 204
LOGOUT_DATE . . . . . . . . . . . . . . . . . 221
I_RINGTIME_R2 . . . . . . . . . . . . . . . 98, 204
LOGOUTREASON . . . . . . . . . . . . . . . . 221
I_STAFFTIME . . . . . . . . . . . . . . . . 100, 204
I_STAFFTIME_R1 . . . . . . . . . . . . . . . . . 205 Look-Ahead Interflow Calls . . . . . . . . . . . . . 91
LOOKATTEMPTS . . . . . . . . . . . . . . . . 222
I_STANDBYTIME . . . . . . . . . . . . . . . . . 205
LOOKFLOWCALLS . . . . . . . . . . . . . . . 222
I_SUM_TIME . . . . . . . . . . . . . . . . . . . 305
LOWCALLS . . . . . . . . . . . . . . . . . . . 223
I_TAUXTIME . . . . . . . . . . . . . . . . . . . 205
I_TAVAILTIME . . . . . . . . . . . . . . . . . . 205
I_TOTHERTIME . . . . . . . . . . . . . . . . . . 205
II_DIGITS . . . . . . . . . . . . . . . . . . . . . 206
M
ILN . . . . . . . . . . . . . . . . . . . . . . . . 206 magent . . . . . . . . . . . . . . . . . . . . . . 32
INACW (real-time) . . . . . . . . . . . . . . . . . 206 MAIN_ACD_CALLS . . . . . . . . . . . . . . . 305
INAUX . . . . . . . . . . . . . . . . . . . . . . 206 MALICIOUS . . . . . . . . . . . . . . . . . . . 223
INAUX (real-time) . . . . . . . . . . . . . . . . . 206 Manual-in mode (MI) . . . . . . . . . . . . . . . . 43
INAUX0 . . . . . . . . . . . . . . . . . . . . . . 207 MAX_DEDICATED_AGT . . . . . . . . . . . . . 305
INAUX1-9 . . . . . . . . . . . . . . . . . . . . . 207 MAX_FTE_AGENTS . . . . . . . . . . . . . . . 306
INBOUND (real-time) . . . . . . . . . . . . . . . 207 MAX_TOT_PERCENTS . . . . . . . . . . . . . 225
INBOUND_ACDCALLS . . . . . . . . . . . . . . 305 Maximum Interval Value data, definition . . . . . . . 34
INCALLS . . . . . . . . . . . . . . . . . . . . . 208 MAXINQUEUE . . . . . . . . . . . . . . . . . . 223
INCOMPLETE. . . . . . . . . . . . . . . . . . . 208 MAXOCWTIME . . . . . . . . . . . . . . . . . 224
INFLAG . . . . . . . . . . . . . . . . . . . . . . 210 MAXSTAFFED . . . . . . . . . . . . . . . . . . 224
INFLOWCALLS . . . . . . . . . . . . . . . . . . 210 MAXTOP . . . . . . . . . . . . . . . . . . . . 224
INPROGRESS (real-time) . . . . . . . . . . . . . 211 MAXWAITING . . . . . . . . . . . . . . . . . . 225
INQUEUE (real-time) . . . . . . . . . . . . . . . 212 MBUSY (real-time) . . . . . . . . . . . . . . . . 225
INRING (real-time) . . . . . . . . . . . . . . . . . 212 MBUSYTIME . . . . . . . . . . . . . . . . . . 225
INT_AUXTIME . . . . . . . . . . . . . . . . . . 305 MCT. . . . . . . . . . . . . . . . . . . . . . . 226
INTERFLOWCALLS . . . . . . . . . . . . . . . . 213 mctex . . . . . . . . . . . . . . . . . . . . . . . 33
Interval-based data, definition . . . . . . . . . . . 35 mcwc . . . . . . . . . . . . . . . . . . . . . . . 33
INTERVL_END_TIME . . . . . . . . . . . . . . . 305 MEDCALLS . . . . . . . . . . . . . . . . . . . 226
INTIME . . . . . . . . . . . . . . . . . . . . . . 213 Move agent while staffed . . . . . . . . . . . . . . 92
Intrahour Interval . . . . . . . . . . . . . . . . . 91 MOVEPENDING (real-time) . . . . . . . . . . . . 226
Introduction . . . . . . . . . . . . . . . . . . . . 97 msplit . . . . . . . . . . . . . . . . . . . . . . . 32
INTRVL . . . . . . . . . . . . . . . . . . . . . . 214 mtkgrp . . . . . . . . . . . . . . . . . . . . . . . 32

Issue 1.0 May 2002 317

mtrunk . . . . . . . . . . . . . . . . . . . . . . . 32 OUTFLOWCALLS . . . . . . . . . . . . . . . . 240
Multibyte Character Set . . . . . . . . . . . . . . . 43 OUTFLOWTIME . . . . . . . . . . . . . . . . . 241
Multiple Call Handling (G2, System 85, G3V4) . . 90, 92 OUTTIME . . . . . . . . . . . . . . . . . . . . 242
Multiple Call Work Codes . . . . . . . . . . . . . 151
Multiple split/skill queueing example . . . . . . . . . 93
Multiple-Split/ Skill Queuing (G3) . . . . . . . . . . 92 P
mvdn . . . . . . . . . . . . . . . . . . . . . . . 32 pagent . . . . . . . . . . . . . . . . . . . . . . . 31
mvector . . . . . . . . . . . . . . . . . . . . . . 32 pcwc . . . . . . . . . . . . . . . . . . . . . . . . 31
PENDINGSPLIT (real-time) . . . . . . . . . . . . 242
PER_CHG . . . . . . . . . . . . . . . . . . . . 299
N PERCENT . . . . . . . . . . . . . . . . . . . . 243
NCR. . . . . . . . . . . . . . . . . . . . . . . . 91 PERCENT_ACD_TIME . . . . . . . . . . . . . . 306
NETDISCCALLS . . . . . . . . . . . . . . . . . 227 PERCENT_ACD_TIME_SUM . . . . . . . . . . . 306
NETINCALLS . . . . . . . . . . . . . . . . . . 227 PERCENT_AL_BSY_SUM_D . . . . . . . . . . . 306
NETINTIME . . . . . . . . . . . . . . . . . . . 227 PERCENT_AL_BSY_SUM_M . . . . . . . . . . . 306
NETPOLLS . . . . . . . . . . . . . . . . . . . 228 PERCENT_AL_BSY_SUM_W . . . . . . . . . . . 307
Network Call Redirection (NCR) . . . . . . . . . . . 91 PERCENT_ALL_BUSY . . . . . . . . . . . . . . 306
NOANSREDIR . . . . . . . . . . . . . . . . . . 228 PERCENT_ALL_BUSY_D . . . . . . . . . . . . . 306
Non-reserve Agent database items . . . . . . . . 103 PERCENT_ALL_BUSY_I . . . . . . . . . . . . . 306
NUMAGREQ . . . . . . . . . . . . . . . . . . 229 PERCENT_ALL_BUSY_M . . . . . . . . . . . . 306
NUMINUSE (real-time) . . . . . . . . . . . . . . 229 PERCENT_ALL_BUSY_SUM . . . . . . . . . . . 306
NUMTGS . . . . . . . . . . . . . . . . . . . . 229 PERCENT_ALL_BUSY_W . . . . . . . . . . . . 306
NUMVDNS . . . . . . . . . . . . . . . . . . . 230 PERCENT_ALL_MBUSY_I . . . . . . . . . . . . 307
PERCENT_AUX_WORK . . . . . . . . . . . . . 307
PERCENT_AUX_WORK_SUM . . . . . . . . . . 307
O PERCENT_CALL_ABAN . . . . . . . . . . . . . 307
O_ABNCALLS . . . . . . . . . . . . . . . . . . 230 PERCENT_CALL_ANS . . . . . . . . . . . . . . 307
O_ACDCALLS . . . . . . . . . . . . . . . . . . 230 PERCENT_CALL_ANS_SUM . . . . . . . . . . . 307
O_ACDTIME . . . . . . . . . . . . . . . . . . . 231 PERCENT_MBUSY . . . . . . . . . . . . . . . . 307
O_ACWTIME . . . . . . . . . . . . . . . . . . 231 PERCENT_MBUSY_D . . . . . . . . . . . . . . 307
O_OTHERCALLS . . . . . . . . . . . . . . . . 232 PERCENT_MBUSY_M . . . . . . . . . . . . . . 307
OBSERVINGCALL . . . . . . . . . . . . . . . . 232 PERCENT_MBUSY_SUM . . . . . . . . . . . . . 308
OBSLOCID . . . . . . . . . . . . . . . . . . . 233 PERCENT_MBUSY_SUM_D . . . . . . . . . . . 308
OLDEST_LOGON (real-time) . . . . . . . . . . . 233 PERCENT_MBUSY_SUM_M . . . . . . . . . . . 308
OLDESTCALL (real-time) . . . . . . . . . . . . . 233 PERCENT_MBUSY_SUM_W . . . . . . . . . . . 308
ONACD (real-time) . . . . . . . . . . . . . . . . 233 PERCENT_MBUSY_W . . . . . . . . . . . . . . 307
ONACDAUXOUT (real-time) . . . . . . . . . . . 234 PERCENT_SERV_LVL_SPL . . . . . . . . . . . 308
ONACDOUT (real-time) . . . . . . . . . . . . . 234 PERCENT_SERV_LVL_VDN . . . . . . . . . . . 308
ONACWIN (real-time) . . . . . . . . . . . . . . 234 PERCENT_SERV_SPL_OUT . . . . . . . . . . . 308
ONACWOUT (real-time) . . . . . . . . . . . . . 235 PERCENT_SERV_VDN_OUT . . . . . . . . . . . 308
ONAUXIN (real-time) . . . . . . . . . . . . . . . 235 PERCENT_SLVL_SPL_SUM . . . . . . . . . . . 308
ONAUXOUT (real-time). . . . . . . . . . . . . . 235 PERCENT_VDN_ABAN . . . . . . . . . . . . . . 308
ONHOLD (real-time) . . . . . . . . . . . . . . . 236 PERCENT_VDN_ANSCONN . . . . . . . . . . . 308
ORIGHOLDTIME. . . . . . . . . . . . . . . . . 236 PERIOD 1-9 . . . . . . . . . . . . . . . . . . . 243
ORIGIN (real-time) . . . . . . . . . . . . . . . . 236 PERIODCHG . . . . . . . . . . . . . . . . . . . 243
ORIGLOCID . . . . . . . . . . . . . . . . . . . 236 Personal Call Tracking . . . . . . . . . . . . . . . 94
ORIGLOGIN . . . . . . . . . . . . . . . . . . . 237 Abandoned Calls . . . . . . . . . . . . . . . . 95
ORIGREASON . . . . . . . . . . . . . . . . . . 237 Audio Difficulty . . . . . . . . . . . . . . . . . 96
OTHER (real-time) . . . . . . . . . . . . . . . . 237 Phantom Abandoned Calls . . . . . . . . . . . . 95
OTHERCALLS . . . . . . . . . . . . . . . . . . 238 Transferred and Conferenced Calls . . . . . . . . 96
OTHERTIME . . . . . . . . . . . . . . . . . . 239 Phantom Abandon Calls . . . . . . . . . . . . . . . 95
OUTBOUND (real-time) . . . . . . . . . . . . . 239 PHANTOMABNS . . . . . . . . . . . . . . . . . 244
Outbound Call Management (OCM) . . . . . . . . . 93 POSITION (index) . . . . . . . . . . . . . . . . 245
OUTCALLS . . . . . . . . . . . . . . . . . . . 240 POSITIONS . . . . . . . . . . . . . . . . . . . 245
OUTFLAG . . . . . . . . . . . . . . . . . . . . 240 PREFERENCE . . . . . . . . . . . . . . . . . . 245

318 Avaya CMS Database Items and Calculations

Presentation Reports-specific calculations . . . . . . . . . . . .311
Calculations . . . . . . . . . . . . . . . . . . 295 Reserve Agent . . . . . . . . . . . . . . . . . . . 87
Call-based data . . . . . . . . . . . . . . . . 34 Reserve Agent Work Time Tracking . . . . . . . 88, 97
Inter-based data . . . . . . . . . . . . . . . . 35 Reserve Agent Work Time Tracking database items . 98
Switch Reference Tables . . . . . . . . . . . . 47 Reserve Agent Work Time Tracking feature
PRIORITY (real-time) . . . . . . . . . . . . . . . 246 Requirements . . . . . . . . . . . . . . . . . 97
PRIORITY2-3 (real-time) . . . . . . . . . . . . . . 246 Reserve Agents ACD Calls . . . . . . . . . . . . . 87
psplit . . . . . . . . . . . . . . . . . . . . . . . 31 RETURNCALLS . . . . . . . . . . . . . . . . . 255
ptkgrp . . . . . . . . . . . . . . . . . . . . . . . 31 RINGCALLS . . . . . . . . . . . . . . . . . . . 255
ptrunk . . . . . . . . . . . . . . . . . . . . . . . 31 Ringing (G3, G2, System 85) . . . . . . . . . . . 104
publications center . . . . . . . . . . . . . . . . . 21 RINGTIME . . . . . . . . . . . . . . . . . . . . 256
pvdn . . . . . . . . . . . . . . . . . . . . . . . 31 ROLE . . . . . . . . . . . . . . . . . . . . 257, 297
pvector . . . . . . . . . . . . . . . . . . . . . . 31 RONA . . . . . . . . . . . . . . . . . . . . . . 104
Row Identifier data, definition . . . . . . . . . . . . 34
ROW_DATE (index) . . . . . . . . . . . . . . . 257
Q ROW_TIME . . . . . . . . . . . . . . . . . . . 260
RSERVLEVELP . . . . . . . . . . . . . . . . . 261
QUECOUNT (real-time) . . . . . . . . . . . . . . 247 RSV_LEVEL . . . . . . . . . . . . . . . 98, 102, 261
QUETYPE (real-time) . . . . . . . . . . . . . . . 247
QUETYPE2-3 (real-time) . . . . . . . . . . . . . . 247
Queued . . . . . . . . . . . . . . . . . . . . . . 44 S
search values . . . . . . . . . . . . . . . . . . 296
R SECS_PER_DAY . . . . . . . . . . . . . . . . 309
SEGMENT. . . . . . . . . . . . . . . . . . . . 261
R1ACTIVE_AGT . . . . . . . . . . . . . . . . . 309
SEGSTART . . . . . . . . . . . . . . . . . . . 261
R1AGINRING . . . . . . . . . . . . . . . . . . . 248
SEGSTOP . . . . . . . . . . . . . . . . . . . . 262
R1AVAILABLE . . . . . . . . . . . . . . . . . . 248
Service Routing (BSR) . . . . . . . . . . . . . . . 91
R1INACW . . . . . . . . . . . . . . . . . . . . . 248
SERVICELEVEL . . . . . . . . . . . . . . . . . 262
R1INAUX . . . . . . . . . . . . . . . . . . . . . 249
SERVLEVELP . . . . . . . . . . . . . . . . . . 262
R1INAUXSTBY . . . . . . . . . . . . . . 98, 99, 249
SERVLEVELT . . . . . . . . . . . . . . . . . . 263
R1ONACD . . . . . . . . . . . . . . . . . . . . 249
SETUPTIME . . . . . . . . . . . . . . . . . . . 263
R1OTHER . . . . . . . . . . . . . . . . . . . . 250
SHORTCALLS . . . . . . . . . . . . . . . . . . 263
R1OTHERSTBY . . . . . . . . . . . . . . . . 98, 99
Skill Level . . . . . . . . . . . . . . . . . . . . . 44
R1OTHERSTBY (real-time) . . . . . . . . . . . . 250
Skill State . . . . . . . . . . . . . . . . . . . 45, 87
R1STAFFED . . . . . . . . . . . . . . . . . . . 250
Skill state . . . . . . . . . . . . . . . . . . . . 104
R2ACTIVE_AGT . . . . . . . . . . . . . . . . . 309
SKILL1-3 . . . . . . . . . . . . . . . . . . . . 264
R2AGINRING . . . . . . . . . . . . . . . . . . . 251
SKILLACWTIME1-3 . . . . . . . . . . . . . . . 264
R2AVAILABLE . . . . . . . . . . . . . . . . . . 251
SKILLCALLS1-3 . . . . . . . . . . . . . . . . . 264
R2INACW . . . . . . . . . . . . . . . . . . . . . 251
SKILLTIME1-3 . . . . . . . . . . . . . . . . . . 264
R2INAUX . . . . . . . . . . . . . . . . . . . . . 252
SKILLTYPE . . . . . . . . . . . . . . . . . . . 265
R2INAUXSTBY . . . . . . . . . . . . . . 98, 99, 252
SKILLTYPE2-4 . . . . . . . . . . . . . . . . . . 265
R2ONACD . . . . . . . . . . . . . . . . . . . . 252
SKLEVEL . . . . . . . . . . . . . . . . . . . . 266
R2OTHER . . . . . . . . . . . . . . . . . . . . 253
SKLEVEL2-20 . . . . . . . . . . . . . . . . . . 266
R2OTHERSTBY . . . . . . . . . . . . . . 98, 99, 253
SKPERCENT . . . . . . . . . . . . . . . . . . 267
R2OTHERSTBY (real-time) . . . . . . . . . . . . 250
SKPERCENT2-20 . . . . . . . . . . . . . . . . 267
R2STAFFED . . . . . . . . . . . . . . . . . . . 253
SKSTATE . . . . . . . . . . . . . . . . . . 268, 299
RAGOCC . . . . . . . . . . . . . . . . . . . . . 254
SLVL_CHG . . . . . . . . . . . . . . . . . . . 299
RAVGSPEEDANS . . . . . . . . . . . . . . . . . 254
SLVLABNS . . . . . . . . . . . . . . . . . . . 268
REASON . . . . . . . . . . . . . . . . . . . . . 254
SLVLOUTFLOWS . . . . . . . . . . . . . . . . 268
REASON_CODE . . . . . . . . . . . . . . . . . 255
Special Table data . . . . . . . . . . . . . . . . . 34
RECONNECT . . . . . . . . . . . . . . . . . . . 255
spex . . . . . . . . . . . . . . . . . . . . . . . . 33
Redirection on No Answer (G3V2 and later) . . . . . 104
SPLIT . . . . . . . . . . . . . . . . . . . . . . 269
Related documents . . . . . . . . . . . . . . . . 21

Issue 1.0 May 2002 319

Split/Skill TONACWIN . . . . . . . . . . . . . . . . . . . 283
ACD Call . . . . . . . . . . . . . . . . . . . . 45 TONACWOUT . . . . . . . . . . . . . . . . . . 283
Nonprimary (G3 vectoring, G2.2 EAS) . . . . . . 44 TONAUXIN . . . . . . . . . . . . . . . . . . . . 284
Nonzero (G2.2 EAS) . . . . . . . . . . . . . . 44 TONAUXOUT . . . . . . . . . . . . . . . . . . 284
Primary (G3 vectoring, G2.2 EAS) . . . . . . . . 44 Top skill . . . . . . . . . . . . . . . . . . . . . . 45
Secondary (G3 vectoring, G2.2 EAS). . . . . . . 44 TOP_AVAUXTIME . . . . . . . . . . . . . . . . 309
TOP_AVAUXTIME_SUM . . . . . . . . . . . . . 309
Tertiary (G3 vectoring, G2.2 EAS) . . . . . . . . 45
TOPCALLS . . . . . . . . . . . . . . . . . . . . 284
Split/skill database items . . . . . . . . . . . . . . 62 TOPSKILL . . . . . . . . . . . . . . . . . . . . 285
SPLIT1 . . . . . . . . . . . . . . . . . . . . . 270
TOT_I_ACDACW_SUM . . . . . . . . . . . . . . 309
SPLIT2 ... 3 . . . . . . . . . . . . . . . . . . . 271
TOT_I_ACDHOLD_SUM . . . . . . . . . . . . . 310
Splits . . . . . . . . . . . . . . . . . . . . . . . 85 TOT_PERCENTS . . . . . . . . . . . . . . . . . 285
Splits shown on real-time reports . . . . . . . . . . 85
TOTAL_ACDCALLS . . . . . . . . . . . . . . . 310
STAFFED (real-time) . . . . . . . . . . . . . . . 271
TOTAL_ACDTIME . . . . . . . . . . . . . . . . 310
Standard Dictionary Calculations . . . . . . . . . 300 TOTAL_ACWTIME . . . . . . . . . . . . . . . . 310
STARTED (real-time) . . . . . . . . . . . . . . . 271
TOTAL_I_ACDACW . . . . . . . . . . . . . . . 310
STARTTIME . . . . . . . . . . . . . . . . . . . 272
TOTAL_I_ACDHOLD . . . . . . . . . . . . . . . 310
Station . . . . . . . . . . . . . . . . . . . . . . 45 TOTAL_I_ACDTIME . . . . . . . . . . . . . . . 310
Status data, definition . . . . . . . . . . . . . . . 34
TOTAL_I_ACWTIME . . . . . . . . . . . . . . . 310
SVCLEVELCHG . . . . . . . . . . . . . . . . . 273
TOTHER . . . . . . . . . . . . . . . . . . . . . 285
Switch documents . . . . . . . . . . . . . . . . . 25 Transfer Tracking . . . . . . . . . . . . . . . . . 105
TRANSFERRED . . . . . . . . . . . . . . . . . 286
Transferred and Conferenced Calls . . . . . . . . . 96
T TRENDBASE . . . . . . . . . . . . . . . . . . . 287
Table Names . . . . . . . . . . . . . . . . . . . 31 Trunk database items . . . . . . . . . . . . . . . . 72
TAGINRING . . . . . . . . . . . . . . . . . . . 274 Trunk group database items . . . . . . . . . . . . . 73
TALKTIME . . . . . . . . . . . . . . . . . . . . 274 Trunk group exception table . . . . . . . . . . . . 173
TAVAILABLE . . . . . . . . . . . . . . . . . . 274 Trunk No Answer Timeout (G3V2 and later) . . . . 105
TDA_INACW . . . . . . . . . . . . . . . . . . 274 TRUNKS . . . . . . . . . . . . . . . . . . . . . 287
TDA_ONACD . . . . . . . . . . . . . . . . . . 275 TSTAFFED . . . . . . . . . . . . . . . . . . . . 288
Terminology . . . . . . . . . . . . . . . . . . . . 40 TYPE (real-time) . . . . . . . . . . . . . . . . . 288
tgex . . . . . . . . . . . . . . . . . . . . . . . . 33
THRESHOLD . . . . . . . . . . . . . . . . . . 275
TI database items . . . . . . . . . . . . . . . . 103 U
TI_AUXTIME . . . . . . . . . . . . . . . . . . 276 UCID . . . . . . . . . . . . . . . . . . . . . . . 288
TI_AUXTIME0 . . . . . . . . . . . . . . . . . . 277
Uniform Call Distribution (UCD) . . . . . . . . . . . 46
TI_AUXTIME1-9 . . . . . . . . . . . . . . . . . 277
Universal Call ID . . . . . . . . . . . . . . . . . 105
TI_AVAILTIME . . . . . . . . . . . . . . . . . . 277 Universal Call Identifier (UCID) . . . . . . . . . . . 46
TI_OTHERTIME . . . . . . . . . . . . . . . . . 278
Upgrade documents . . . . . . . . . . . . . . . . 22
TI_STAFFTIME . . . . . . . . . . . . . . . . . 278
USE_SVC_OBJ . . . . . . . . . . . . . . . . . 289
TIME . . . . . . . . . . . . . . . . . . . . . . 279
Time/duration tracking . . . . . . . . . . . . . . 105
Timed ACW . . . . . . . . . . . . . . . . . . . 104 V
TINACW . . . . . . . . . . . . . . . . . . . . . 280
TINAUX . . . . . . . . . . . . . . . . . . . . . 280 VDISCCALLS . . . . . . . . . . . . . . . . . . 289
TINAUX0 . . . . . . . . . . . . . . . . . . . . 280 VDN . . . . . . . . . . . . . . . . . . . . . . . 289
TINAUX1-9 . . . . . . . . . . . . . . . . . . . 281 VDN active calls . . . . . . . . . . . . . . . . . 106
TK_DIR . . . . . . . . . . . . . . . . . . . . . 298 VDN database items . . . . . . . . . . . . . . . . 77
TK_PRI . . . . . . . . . . . . . . . . . . . . . 298 VDN exception table . . . . . . . . . . . . . . . 173
TK_QTYPE . . . . . . . . . . . . . . . . . . . 298 vdnex . . . . . . . . . . . . . . . . . . . . . . . 33
TK_VPRI . . . . . . . . . . . . . . . . . . . . 298 vecex . . . . . . . . . . . . . . . . . . . . . . . 33
TKGRP . . . . . . . . . . . . . . . . . . . . . 281 VECTOR . . . . . . . . . . . . . . . . . . . . . 290
TKSTATE . . . . . . . . . . . . . . . . . . . . 298 Vector database items . . . . . . . . . . . . . . . 81
TKSTATE (real-time) . . . . . . . . . . . . . . . 282 Vector Disconnect Timer (G3V2 and later) . . . . . 106
TONACD . . . . . . . . . . . . . . . . . . . . 282 Vector exception table. . . . . . . . . . . . . . . 175
TONACDAUXOUT . . . . . . . . . . . . . . . . 282
TONACDOUT . . . . . . . . . . . . . . . . . . 283

320 Avaya CMS Database Items and Calculations

W
wagent . . . . . . . . . . . . . . . . . . . . . . 32
Wait Answer Supervision Timer (WAST) . . . . . . 106
wcwc . . . . . . . . . . . . . . . . . . . . . . . 33
WMODE_SEQ . . . . . . . . . . . . . . . . . . 291
WORKCODE . . . . . . . . . . . . . . . . . . . 291
WORKMODE . . . . . . . . . . . . . . . . 292, 297
WORKSKILL (real-time) . . . . . . . . . . . . . . 292
WORKSKLEVEL (real-time) . . . . . . . . . . . . 293
WORKSPLIT (real-time) . . . . . . . . . . . . . . 293
WORKSPLIT2 and WORKSPLIT3 (real-time) . . . . 294
WORKSPLIT2-3 (real-time) . . . . . . . . . . . . 294
WORKSPLIT4 through WORKSPLIT20 (real-time) . . 294
wsplit . . . . . . . . . . . . . . . . . . . . . . . 32
WT1 ... 4 . . . . . . . . . . . . . . . . . . . . . 294
wtkgrp . . . . . . . . . . . . . . . . . . . . . . 32
wtrunk . . . . . . . . . . . . . . . . . . . . . . 32
wvdn . . . . . . . . . . . . . . . . . . . . . . . 32
wvector . . . . . . . . . . . . . . . . . . . . . . 32

Y
YES_NO . . . . . . . . . . . . . . . . . . . . . 299

Issue 1.0 May 2002 321

322 Avaya CMS Database Items and Calculations
How Are We Doing?
Document Title: Avaya CMS Database Items and Calculations
Document No.: 585-780-702
Issue No. 1.0
Date: May 2002
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