Avaya Call Management System

Database Items and Calculations

Release 18
July 2016
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 Contents

Chapter 1: Introduction..........................................................................................................  20

Purpose................................................................................................................................ 20
Intended audience................................................................................................................. 20
Document changes since last issue........................................................................................  20
Related resources.................................................................................................................  23
Documentation................................................................................................................ 23
Viewing Avaya Mentor videos........................................................................................... 23
Documentation websites........................................................................................................  24
Support................................................................................................................................  24
Chapter 2: CMS database overview.....................................................................................  25
Availability of database items.................................................................................................  25
Database tables....................................................................................................................  25
Database table names.....................................................................................................  26
Database item types.............................................................................................................. 28
Historical and real-time data............................................................................................. 28
Call-based versus interval-based data............................................................................... 28
Database item information for report types..............................................................................  29
Split/skill database items.................................................................................................. 29
Agent database items......................................................................................................  30
Trunk group database items............................................................................................. 30
Trunk database items......................................................................................................  30
Vector database items.....................................................................................................  30
VDN database items........................................................................................................ 31
Call work codes database items.......................................................................................  31
Agent login/logout database items....................................................................................  31
Agent trace database items.............................................................................................. 32
Current day configuration database items.......................................................................... 32
Current day report database items.................................................................................... 32
Terminology.................................................................................................................... 33
Chapter 3: Communication Manager capabilities that impact CMS ................................  39
Example of table layout.......................................................................................................... 39
Communication Manager server cross-reference.....................................................................  39
Key to tables................................................................................................................... 40
Agent database items......................................................................................................  40
Agent login/logout database items....................................................................................  46
Agent trace database items.............................................................................................. 47
Call record database items............................................................................................... 48
Call work codes database items.......................................................................................  51
Current day configuration database items.......................................................................... 51

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Current day report database items.................................................................................... 52

Split/skill database items.................................................................................................. 52
Trunk database items......................................................................................................  59
Trunk group database items............................................................................................. 60
VDN database items........................................................................................................ 63
Vector database items.....................................................................................................  66
Communication Manager features and capabilities and their impact on CMS data......................  67
Abandoned calls.............................................................................................................. 69
Adjunct-placed calls and adjunct-routed calls..................................................................... 69
Agent state tracking at login.............................................................................................  69
Agents in multiple splits/skills...........................................................................................  69
Real-time reports............................................................................................................. 70
Average Speed of Answer (ASA)...................................................................................... 70
Audio difficulty................................................................................................................. 71
Best Service Routing.......................................................................................................  71
Avaya Business Advocate ............................................................................................... 71
Call handling preference..................................................................................................  72
Call pickup...................................................................................................................... 72
Conference tracking........................................................................................................  73
“converse” vector command.............................................................................................  73
Direct agent calling.......................................................................................................... 73
Expanded Agent Capabilities............................................................................................ 74
Forced disconnect...........................................................................................................  74
Forced multiple call handling............................................................................................  75
Go to vector command..................................................................................................... 75
Hold tracking................................................................................................................... 75
Location.........................................................................................................................  75
Look-ahead interflow calls (BSR and NCR).......................................................................  76
Move agent while staffed.................................................................................................  76
Multiple call handling.......................................................................................................  76
Multiple split/skill queuing................................................................................................. 76
Outbound Call Management (OCM).................................................................................. 77
Personal calls.................................................................................................................  77
Phantom-abandon calls...................................................................................................  79
Redirect on No Answer....................................................................................................  79
Reserve Agent Work Time Tracking.................................................................................. 80
Ringing........................................................................................................................... 86
Skill state........................................................................................................................ 86
Timed ACW....................................................................................................................  87
Time/duration tracking.....................................................................................................  87
Transfer tracking.............................................................................................................  87
Transferred and conferenced calls.................................................................................... 87
Trunk No Answer Timeout................................................................................................ 88

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Universal Call Identifier....................................................................................................  88

VDN active calls..............................................................................................................  88
Vector Disconnect Timer.................................................................................................. 89
Wait Answer Supervision Timer........................................................................................  89
Chapter 4: Database tables.................................................................................................... 90
CMS database logic structure................................................................................................. 90
Agent tables.................................................................................................................... 90
VDN tables.....................................................................................................................  91
Circular structure tables...................................................................................................  91
CMS database table names...................................................................................................  91
Description of the CMS database tables.................................................................................. 93
About the Database item column......................................................................................  93
About the Data types column............................................................................................ 94
About the Column type and Length columns...................................................................... 94
CMS database table items.....................................................................................................  95
Agent database items......................................................................................................  96
Agent Trace database items........................................................................................... 106
Call Record database items...........................................................................................  107
Call Work Codes database items.................................................................................... 109
Exceptions historical database items............................................................................... 110
Split/Skill database items...............................................................................................  114
Trunk Group database items..........................................................................................  122
Trunk database items....................................................................................................  126
Vector database items...................................................................................................  128
VDN database items...................................................................................................... 130
Forecasting database tables..........................................................................................  134
Administrative database tables.......................................................................................  136
About generating a CMS database schema........................................................................... 140
Generating the schema for the entire CMS database.......................................................  141
Modifying the dbschema command................................................................................. 141
Chapter 5: Dictionary of CMS database items...................................................................  143
ABNCALLS......................................................................................................................... 143
ABNCALLS1 through ABNCALLS10.....................................................................................  144
ABNQUECALLS.................................................................................................................. 145
ABNRINGCALLS................................................................................................................  145
ABNTIME...........................................................................................................................  146
ABNVECCALLS.................................................................................................................. 147
ACCEPTABLE....................................................................................................................  147
ACCEPTEDINTRS..............................................................................................................  147
ACD (index)........................................................................................................................  148
ACD_RELEASE.................................................................................................................. 149
ACDAUXOUTCALLS........................................................................................................... 150
ACDCALLS......................................................................................................................... 150

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ACDCALLS_R1..................................................................................................................  151
ACDCALLS_R2..................................................................................................................  152
ACDCALLS1 through ACDCALLS10..................................................................................... 153
ACDONHOLD (real-time)..................................................................................................... 153
ACDTIME...........................................................................................................................  153
ACTIVECALLS (real-time).................................................................................................... 154
ACWINCALLS....................................................................................................................  154
ACWINTIME.......................................................................................................................  154
ACWOUTADJCALLS........................................................................................................... 155
ACWOUTCALLS................................................................................................................. 155
ACWOUTOFFCALLS..........................................................................................................  155
ACWOUTOFFTIME............................................................................................................. 156
ACWOUTTIME...................................................................................................................  156
ACWTIME..........................................................................................................................  157
ADJATTEMPTS..................................................................................................................  157
ADJROUTED...................................................................................................................... 158
ADJUNCTOUT (real-time).................................................................................................... 158
AGDURATION (real-time)....................................................................................................  158
AGENTSKILLLEVEL...........................................................................................................  158
AGENTSURPLUS...............................................................................................................  159
AGINRING (real-time).......................................................................................................... 159
AGLOCID...........................................................................................................................  159
AGOCC.............................................................................................................................. 160
AGSTATE (real-time)........................................................................................................... 160
AGSURPDELIVERIES......................................................................................................... 160
AGSURPNPREFCALLS......................................................................................................  160
AGSURPPREFCALLS......................................................................................................... 161
AGT_RELEASED................................................................................................................ 161
AGTIME (real-time).............................................................................................................  162
ALLINUSE (real-time)..........................................................................................................  162
ANI_SID.............................................................................................................................  162
ANSCONNCALLS1 through ANSCONNCALLS10.................................................................. 163
ANSHOLDTIME..................................................................................................................  163
ANSLOCID.........................................................................................................................  163
ANSLOGIN......................................................................................................................... 163
ANSREASON.....................................................................................................................  164
ANSRINGTIME...................................................................................................................  164
ANSTIME...........................................................................................................................  164
ANS_ATTRIB_ID................................................................................................................  165
ASA (real-time)...................................................................................................................  165
ASAI_UUI........................................................................................................................... 165
ASSIST (real-time)..............................................................................................................  165
ASSIST_ACTV.................................................................................................................... 166

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ASSISTS............................................................................................................................  166
ATAGENT (real-time)..........................................................................................................  166
ATTRIB_ID.........................................................................................................................  167
AUDIO...............................................................................................................................  167
AUXINCALLS.....................................................................................................................  167
AUXINTIME........................................................................................................................  168
AUXOUTADJCALLS............................................................................................................ 168
AUXOUTCALLS.................................................................................................................. 168
AUXOUTOFFCALLS...........................................................................................................  169
AUXOUTOFFTIME.............................................................................................................. 169
AUXOUTTIME....................................................................................................................  170
AUXREASON (real-time).....................................................................................................  170
AVAILABLE (real-time)........................................................................................................  171
AVGAGSERV.....................................................................................................................  171
AVGSPEEDANS.................................................................................................................  171
AWORKMODE (real-time).................................................................................................... 171
BACKUPCALLS.................................................................................................................. 172
BH_ABNCALLS (daily only).................................................................................................  173
BH_ACDCALLS (daily only).................................................................................................  173
BH_ACDTIME (daily only).................................................................................................... 174
BH_ALLINUSETIME (daily only)........................................................................................... 174
BH_BUSYCALLS (daily only)...............................................................................................  174
BH_DISCCALLS (daily only)................................................................................................  174
BH_INCALLS (daily only)..................................................................................................... 175
BH_INTIME (daily only).......................................................................................................  175
BH_OABNCALLS (daily only)............................................................................................... 175
BH_OACDCALLS (daily only)............................................................................................... 176
BH_OOTHERCALLS (daily only)..........................................................................................  176
BH_OTHERCALLS (daily only)............................................................................................. 176
BH_OUTCALLS (daily only).................................................................................................  177
BH_OUTTIME (daily only).................................................................................................... 177
BH_STARTTIME (daily only)................................................................................................  177
BH_VDNCALLS (daily only).................................................................................................  177
BLOCKAGE........................................................................................................................ 178
BSRPLAN........................................................................................................................... 178
BUSYCALLS....................................................................................................................... 178
BUSYTIME.........................................................................................................................  179
CALLER_HOLD..................................................................................................................  180
CALLID..............................................................................................................................  180
CALLING_II........................................................................................................................  180
CALLING_LOGID (real-time)................................................................................................ 180
CALLING_PTY.................................................................................................................... 181
CALLSOFFERED................................................................................................................ 181

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CALLSURPDELIVERIES.....................................................................................................  181
CHANGE............................................................................................................................ 182
CHANGED (real-time).......................................................................................................... 182
CHPROF............................................................................................................................  182
COMPLETED.....................................................................................................................  183
CONFERENCE................................................................................................................... 183
CONNECTCALLS...............................................................................................................  183
CONNECTTIME.................................................................................................................. 184
CONNTALKTIME................................................................................................................  184
CONSULTTIME..................................................................................................................  184
CWC (index).......................................................................................................................  185
CWC1 through CWC5.........................................................................................................  185
DA_ABNCALLS..................................................................................................................  185
DA_ABNTIME..................................................................................................................... 185
DA_ACDCALLS..................................................................................................................  186
DA_ACDTIME..................................................................................................................... 186
DA_ACWINCALLS..............................................................................................................  186
DA_ACWINTIME................................................................................................................. 187
DA_ACWOADJCALLS......................................................................................................... 187
DA_ACWOCALLS............................................................................................................... 187
DA_ACWOOFFCALLS........................................................................................................  188
DA_ACWOOFFTIME........................................................................................................... 188
DA_ACWOTIME.................................................................................................................  188
DA_ACWTIME....................................................................................................................  188
DA_ANSTIME..................................................................................................................... 189
DA_ICRPULLCALLS...........................................................................................................  189
DA_ICRPULLTIME.............................................................................................................. 189
DA_INACW (real-time)......................................................................................................... 189
DA_INQUEUE (real-time)..................................................................................................... 190
DA_INRING (real-time)........................................................................................................  190
DA_OLDESTCALL (real-time)..............................................................................................  190
DA_ONACD (real-time)........................................................................................................ 191
DA_OTHERCALLS.............................................................................................................. 191
DA_OTHERTIME................................................................................................................  191
DA_QUEUED.....................................................................................................................  191
DA_RELEASE....................................................................................................................  192
DA_SKILL (real-time)........................................................................................................... 192
DACALLS_FIRST (real-time)................................................................................................ 192
DEFLECTCALLS................................................................................................................  193
DEQUECALLS.................................................................................................................... 193
DEQUETIME......................................................................................................................  193
DESTINATION (real-time).................................................................................................... 193
DIALED_NUM..................................................................................................................... 194

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DIGITS_DIALED.................................................................................................................  194
DIRECTION (real-time)........................................................................................................ 194
DISCCALLS........................................................................................................................ 195
DISCTIME..........................................................................................................................  195
DISPIVECTOR.................................................................................................................... 196
DISPOSITION..................................................................................................................... 196
DISPPRIORITY................................................................................................................... 197
DISPSKLEVEL.................................................................................................................... 198
DISPSPLIT.........................................................................................................................  198
DISPTIME..........................................................................................................................  198
DISPVDN...........................................................................................................................  198
DURATION (real-time)......................................................................................................... 199
EQLOC..............................................................................................................................  199
EQLOCID...........................................................................................................................  200
EVENT_TIME.....................................................................................................................  200
EVENT1 through EVENT9...................................................................................................  200
EWTHIGH (real-time)..........................................................................................................  201
EWTLOW (real-time)...........................................................................................................  201
EWTMEDIUM (real-time).....................................................................................................  201
EWTTOP (real-time)............................................................................................................ 202
EXT_CALL_ORIG...............................................................................................................  202
EXTENSION....................................................................................................................... 202
EXTN.................................................................................................................................  203
EXTYPE............................................................................................................................. 203
FAGINRING (real-time)........................................................................................................ 206
FAILURES.......................................................................................................................... 207
FAVAILABLE (real-time)......................................................................................................  207
FCALLS.............................................................................................................................  207
FINACW (real-time).............................................................................................................  207
FINAUX (real-time).............................................................................................................. 208
FIRSTIVECTOR.................................................................................................................. 208
FIRSTVDN.........................................................................................................................  208
FMETHOD.......................................................................................................................... 208
FONACD (real-time)............................................................................................................  209
FOTHER (real-time)............................................................................................................  209
FSTAFFED (real-time).........................................................................................................  209
GNAGINRING (real-time)..................................................................................................... 209
GNAVAILABLE (real-time)...................................................................................................  210
GNDA_INACW (real-time).................................................................................................... 210
GNDA_ONACD (real-time)................................................................................................... 210
GNINACW (real-time)..........................................................................................................  210
GNINAUX (real-time)...........................................................................................................  211
GNINAUX0 (real-time).........................................................................................................  211

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GNINAUX1 through GNINAUX9 (real-time)...........................................................................  211

GNINAUX10 through GNINAUX99 (real-time)........................................................................ 212
GNONACD (real-time).........................................................................................................  212
GNONACDAUXOUT (real-time)...........................................................................................  212
GNONACDOUT (real-time)..................................................................................................  212
GNONACWIN (real-time).....................................................................................................  213
GNONACWOUT (real-time).................................................................................................  213
GNONAUXIN (real-time)......................................................................................................  213
GNONAUXOUT (real-time)..................................................................................................  214
GNOTHER (real-time).......................................................................................................... 214
GNSKILL (real-time)............................................................................................................  214
GNSTAFFED (real-time)......................................................................................................  215
GOTOCALLS...................................................................................................................... 215
GOTOTIME........................................................................................................................  215
HDATE1 through HDATE4................................................................................................... 215
HELD.................................................................................................................................  216
HIGHCALLS.......................................................................................................................  216
HOLDABN..........................................................................................................................  216
HOLDABNCALLS................................................................................................................ 216
HOLDACDCALLS...............................................................................................................  217
HOLDACDTIME..................................................................................................................  217
HOLDCALLS......................................................................................................................  217
HOLDTIME......................................................................................................................... 218
I_ACDAUX_OUTTIME......................................................................................................... 218
I_ACDAUXINTIME..............................................................................................................  219
I_ACDOTHERTIME............................................................................................................. 219
I_ACDTIME........................................................................................................................  220
Difference between ACDTIME and I_ACDTIME............................................................... 220
I_ACDTIME_R1..................................................................................................................  220
I_ACDTIME_R2..................................................................................................................  221
I_ACWINTIME....................................................................................................................  221
I_ACWOUTTIME................................................................................................................. 221
I_ACWTIME........................................................................................................................ 222
Difference between ACWTIME and I_ACWTIME.............................................................  222
I_ACWTIME_R1.................................................................................................................. 222
I_ACWTIME_R2.................................................................................................................. 223
I_ARRIVED......................................................................................................................... 223
I_AUTORESERVETIME......................................................................................................  223
I_AUXINTIME.....................................................................................................................  224
I_AUXOUTTIME.................................................................................................................. 224
I_AUXSTBYTIME................................................................................................................ 225
I_AUXSTBYTIME_R1.......................................................................................................... 225
I_AUXSTBYTIME_R2.......................................................................................................... 225

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I_AUXTIME......................................................................................................................... 226
I_AUXTIME_R1..................................................................................................................  226
I_AUXTIME_R2..................................................................................................................  227
I_AUXTIME0....................................................................................................................... 227
I_AUXTIME1 through I_AUXTIME9......................................................................................  227
I_AUXTIME10 through I_AUXTIME99................................................................................... 228
I_AVAILTIME......................................................................................................................  228
I_BEHINDTIME................................................................................................................... 228
I_DA_ACDTIME..................................................................................................................  228
I_DA_ACWTIME.................................................................................................................  229
I_INOCC............................................................................................................................. 229
I_NORMTIME.....................................................................................................................  230
I_OL1TIME.........................................................................................................................  230
I_OL2TIME.........................................................................................................................  230
I_OTHERSTBYTIME...........................................................................................................  230
I_OTHERSTBYTIME_R1.....................................................................................................  231
I_OTHERSTBYTIME_R2.....................................................................................................  231
I_OTHERTIME.................................................................................................................... 232
I_OTHERTIME_R1.............................................................................................................. 233
I_OTHERTIME_R2.............................................................................................................. 233
I_OUTOCC......................................................................................................................... 234
I_RINGTIME.......................................................................................................................  234
I_RINGTIME_R1.................................................................................................................  234
I_RINGTIME_R2.................................................................................................................  235
I_STAFFTIME..................................................................................................................... 235
I_TAUXTIME....................................................................................................................... 236
I_TAVAILTIME....................................................................................................................  236
I_TOTHERTIME.................................................................................................................. 236
II_DIGITS...........................................................................................................................  236
ICRPULLCALLS.................................................................................................................. 237
ICRPULLTIME....................................................................................................................  237
ICRPULLREASON..............................................................................................................  237
ICRPULLRINGCALLS.........................................................................................................  238
ICRPULLQUECALLS..........................................................................................................  238
ICRPULLVECCALLS........................................................................................................... 238
ICRRESENT....................................................................................................................... 239
ILN..................................................................................................................................... 239
INACW (real-time)...............................................................................................................  239
INAUX (real-time)................................................................................................................ 239
INAUX0 (real-time)..............................................................................................................  240
INAUX1 through INAUX9 (real-time).....................................................................................  240
INAUX10 through INAUX99 (real-time).................................................................................  240
INBOUND (real-time)........................................................................................................... 240

July 2016 Avaya Call Management System Database Items and Calculations 13
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INCALLS............................................................................................................................  241
INCOMPLETE....................................................................................................................  241
INFLAG..............................................................................................................................  243
INFLOWCALLS................................................................................................................... 243
INPROGRESS (real-time)....................................................................................................  244
INQUEUE (real-time)...........................................................................................................  244
INRING (real-time)..............................................................................................................  245
INTERFLOWCALLS............................................................................................................  245
INTERRUPTDEL................................................................................................................. 246
INTERRUPTED..................................................................................................................  246
INTIME............................................................................................................................... 246
INTRDELIVERIES............................................................................................................... 247
INTRNOTIFIES...................................................................................................................  248
INTRSTATUS (real-time).....................................................................................................  248
INTRTYPE (real-time).......................................................................................................... 248
INTRVL..............................................................................................................................  248
INVECTOR (real-time).........................................................................................................  249
ITN..................................................................................................................................... 250
KEYBD_DIALED.................................................................................................................  250
LASTCWC.......................................................................................................................... 250
LASTDIGITS....................................................................................................................... 250
LASTOBSERVER...............................................................................................................  251
LEVEL (real-time)................................................................................................................ 251
LOC_ID..............................................................................................................................  251
LOGID................................................................................................................................ 252
LOGIN................................................................................................................................ 253
LOGIN_UTC.......................................................................................................................  253
LOGONSKILL (real-time).....................................................................................................  253
LOGONSKILL2 through LOGONSKILL20 (real-time).............................................................. 254
LOGONSKILL21 through LOGONSKILL60............................................................................ 254
LOGONSKILL61 through LOGONSKILL120..........................................................................  254
LOGONSTART (real-time)...................................................................................................  255
LOGOUT............................................................................................................................  255
LOGOUT_DATE.................................................................................................................  255
LOGOUT_UTC...................................................................................................................  255
LOGOUTREASON..............................................................................................................  256
LOOKATTEMPTS...............................................................................................................  256
LOOKFLOWCALLS............................................................................................................. 256
LOWCALLS........................................................................................................................  257
MALICIOUS (real-time)........................................................................................................ 257
MAX_TOT_PERCENTS....................................................................................................... 258
MAXINQUEUE.................................................................................................................... 258
MAXOCWTIME................................................................................................................... 258

July 2016 Avaya Call Management System Database Items and Calculations 14
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MAXSTAFFED.................................................................................................................... 258
MAXTOP............................................................................................................................  259
MAXWAITING..................................................................................................................... 259
MBUSY (real-time)..............................................................................................................  259
MBUSYTIME......................................................................................................................  259
MCT................................................................................................................................... 260
MEDCALLS........................................................................................................................  260
MOVEPENDING (real-time).................................................................................................  260
NETDISCCALLS.................................................................................................................  261
NETINCALLS...................................................................................................................... 261
NETINTIME........................................................................................................................  261
NETPOLLS......................................................................................................................... 262
NOANSREDIR....................................................................................................................  262
NUMAGREQ....................................................................................................................... 263
NUMINUSE (real-time)........................................................................................................  263
NUMTGS (real-time)............................................................................................................ 263
NUMVDNS (real-time).........................................................................................................  263
O_ABNCALLS....................................................................................................................  263
O_ACDCALLS....................................................................................................................  264
O_ACDTIME....................................................................................................................... 265
O_ACWTIME......................................................................................................................  265
O_OTHERCALLS................................................................................................................ 265
OBSERVINGCALL..............................................................................................................  266
OBSLOCID......................................................................................................................... 266
OBS_ATTRIB_ID................................................................................................................  266
OLDEST_LOGON (real-time)...............................................................................................  267
OLDESTCALL (real-time)..................................................................................................... 267
ONACD (real-time)..............................................................................................................  267
ONACDAUXOUT (real-time)................................................................................................  267
ONACDOUT (real-time).......................................................................................................  268
ONACWIN (real-time)..........................................................................................................  268
ONACWOUT (real-time)......................................................................................................  268
ONAUXIN (real-time)...........................................................................................................  268
ONAUXOUT (real-time).......................................................................................................  269
ONHOLD (real-time)............................................................................................................ 269
ORIGHOLDTIME................................................................................................................  269
ORIGIN (real-time)..............................................................................................................  270
ORIGLOCID.......................................................................................................................  270
ORIGLOGIN.......................................................................................................................  270
ORIGREASON.................................................................................................................... 270
ORIG_ATTRIB_ID............................................................................................................... 270
OTHER (real-time)..............................................................................................................  271
OTHERCALLS....................................................................................................................  271

July 2016 Avaya Call Management System Database Items and Calculations 15
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Contents

OTHERTIME....................................................................................................................... 272
OUTBOUND (real-time).......................................................................................................  273
OUTCALLS......................................................................................................................... 273
OUTFLAG..........................................................................................................................  273
OUTFLOWCALLS...............................................................................................................  274
OUTFLOWTIME.................................................................................................................. 275
OUTTIME...........................................................................................................................  275
PENDINGSPLIT (real-time).................................................................................................. 276
PERCENT (real-time)..........................................................................................................  276
PERIOD1 through PERIOD9................................................................................................  276
PERIODCHG......................................................................................................................  277
PHANTOMABNS................................................................................................................  277
POSITION (real-time)..........................................................................................................  278
POSITIONS (real-time)........................................................................................................  278
PREFERENCE (real-time)...................................................................................................  278
PREFSKILLLEVEL.............................................................................................................. 278
PRIORITY (real-time)..........................................................................................................  279
PRIORITY2 and PRIORITY3 (real-time)................................................................................ 279
QUECOUNT (real-time).......................................................................................................  280
QUETYPE (real-time)..........................................................................................................  280
QUETYPE2 and QUETYPE3 (real-time)...............................................................................  280
QUEUETIME......................................................................................................................  280
R1AGINRING (real-time).....................................................................................................  281
R1AVAILABLE (real-time)....................................................................................................  281
R1INACW (real-time)........................................................................................................... 281
R1INAUX (real-time)............................................................................................................ 281
R1INAUXSTBY (real-time)...................................................................................................  282
R1ONACD (real-time).......................................................................................................... 282
R1OTHER (real-time)..........................................................................................................  282
R1OTHERSTBY (real-time).................................................................................................. 283
R1STAFFED (real-time)....................................................................................................... 283
R2AGINRING (real-time).....................................................................................................  283
R2AVAILABLE (real-time)....................................................................................................  283
R2INACW (real-time)........................................................................................................... 284
R2INAUX (real-time)............................................................................................................ 284
R2INAUXSTBY (real-time)...................................................................................................  284
R2ONACD (real-time).......................................................................................................... 285
R2OTHER (real-time)..........................................................................................................  285
R2OTHERSTBY (real-time).................................................................................................. 285
R2STAFFED (real-time)....................................................................................................... 285
RAGOCC...........................................................................................................................  286
RAVGSPEEDANS............................................................................................................... 286
REASON............................................................................................................................  286

July 2016 Avaya Call Management System Database Items and Calculations 16
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 Contents

REASON_CODE................................................................................................................. 287
RECONNECT.....................................................................................................................  287
REDIRECTCALLS............................................................................................................... 287
REJECTEDINTRS............................................................................................................... 287
RETURNCALLS.................................................................................................................. 287
RINGCALLS.......................................................................................................................  288
RINGTIME.......................................................................................................................... 288
ROLE (real-time).................................................................................................................  289
ROW_DATE (index)............................................................................................................  289
ROW_TIME........................................................................................................................  291
ROW_TIME_UTC................................................................................................................ 292
RSERVLEVELP..................................................................................................................  292
RSV_LEVEL.......................................................................................................................  293
SEGMENT.......................................................................................................................... 293
SEGSTART........................................................................................................................  293
SEGSTART_UTC................................................................................................................ 293
SEGSTOP..........................................................................................................................  294
SEGSTOP_UTC.................................................................................................................  294
SEQNUM...........................................................................................................................  294
SERVICELEVEL.................................................................................................................  294
SERVLEVELP....................................................................................................................  295
SERVLEVELT..................................................................................................................... 295
SETUPTIME.......................................................................................................................  295
SHORTCALLS....................................................................................................................  296
SKILL1 through SKILL3.......................................................................................................  296
SKILLACWTIME1 through SKILLACWTIME3........................................................................  296
SKILLCALLS1 through SKILLCALLS3..................................................................................  297
SKILLTIME1 through SKILLTIME3........................................................................................ 297
SKILLTYPE........................................................................................................................  297
SKILLTYPE2 through SKILLTYPE4......................................................................................  298
SKINTRTYPE through SKINTRTYPE120..............................................................................  298
SKLEVEL...........................................................................................................................  299
SKLEVEL2 through SKLEVEL20..........................................................................................  299
SKLEVEL21 through SKLEVEL60........................................................................................  300
SKLEVEL61 through SKLEVEL120......................................................................................  300
SKPERCENT...................................................................................................................... 300
SKPERCENT2 through SKPERCENT20...............................................................................  301
SKPERCENT21 through SKPERCENT60.............................................................................  301
SKPERCENT61 through SKPERCENT120...........................................................................  302
SKSTATE (real-time)...........................................................................................................  302
SLVLABNS......................................................................................................................... 302
SLVLOUTFLOWS...............................................................................................................  303
SPLIT (index)...................................................................................................................... 303

July 2016 Avaya Call Management System Database Items and Calculations 17
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Contents

SPLIT1...............................................................................................................................  304
SPLIT2 and SPLIT3............................................................................................................. 305
STAFFED (real-time)...........................................................................................................  305
STARTED (real-time)........................................................................................................... 305
STARTTIME (interval).......................................................................................................... 306
STARTTIME_UTC............................................................................................................... 307
SVCLEVELCHG.................................................................................................................. 308
TAGINRING (real-time)........................................................................................................ 308
TALKTIME.......................................................................................................................... 308
TARGETABNS.................................................................................................................... 309
TARGETACDCALLS...........................................................................................................  309
TARGETOUTFLOWS.......................................................................................................... 309
TARGETPCTCHG............................................................................................................... 309
TARGETPERCENT............................................................................................................. 309
TARGETSECCHG..............................................................................................................  310
TARGETSECONDS............................................................................................................  310
TAVAILABLE (real-time)......................................................................................................  310
TDA_INACW (real-time)....................................................................................................... 310
TDA_ONACD (real-time)...................................................................................................... 311
TENANT............................................................................................................................. 311
THRESHOLD...................................................................................................................... 311
TI_AUXTIME....................................................................................................................... 312
TI_AUXTIME0..................................................................................................................... 312
TI_AUXTIME1 through TI_AUXTIME9..................................................................................  313
TI_AUXTIME10 through TI_AUXTIME99............................................................................... 313
TI_AVAILTIME....................................................................................................................  313
TI_OTHERTIME.................................................................................................................. 314
TI_STAFFTIME................................................................................................................... 314
TIME..................................................................................................................................  315
TIMEZONE......................................................................................................................... 316
TINACW (real-time).............................................................................................................  316
TINAUX (real-time).............................................................................................................. 316
TINAUX0 (real-time)............................................................................................................  316
TINAUX1 through TINAUX9 (real-time).................................................................................  317
TINAUX10 through TINAUX99 (real-time).............................................................................  317
TKGRP............................................................................................................................... 317
TKSTATE (real-time)...........................................................................................................  318
TONACD (real-time)............................................................................................................  318
TONACDAUXOUT (real-time)..............................................................................................  319
TONACDOUT (real-time).....................................................................................................  319
TONACWIN (real-time)........................................................................................................  319
TONACWOUT (real-time)....................................................................................................  319
TONAUXIN (real-time).........................................................................................................  320

July 2016 Avaya Call Management System Database Items and Calculations 18
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 Contents

TONAUXOUT (real-time).....................................................................................................  320

TOPCALLS......................................................................................................................... 320
TOPSKILL (real-time)..........................................................................................................  320
TOT_PERCENTS (real-time)................................................................................................ 321
TOTHER (real-time)............................................................................................................  321
TRANSFERRED.................................................................................................................  322
TRENDBASE...................................................................................................................... 323
TRUNKS............................................................................................................................  323
TSTAFFED (real-time).........................................................................................................  323
TYPE (real-time).................................................................................................................  323
UCID.................................................................................................................................. 324
USE_SVC_OBJ (real-time)..................................................................................................  324
UUI_LEN............................................................................................................................  324
VDISCCALLS.....................................................................................................................  324
VDN...................................................................................................................................  325
VDN2-9..............................................................................................................................  326
VECTOR............................................................................................................................  326
WMODE_SEQ....................................................................................................................  326
WORKCODE......................................................................................................................  327
WORKMODE (real-time)...................................................................................................... 327
WORKSKILL (real-time)....................................................................................................... 327
WORKSKLEVEL (real-time).................................................................................................  328
WORKSPLIT (real-time)....................................................................................................... 328
WORKSPLIT2 and WORKSPLIT3 (real-time)........................................................................  329
WORKSPLIT4 through WORKSPLIT20 (real-time)................................................................. 329
WORKSPLIT21 through WORKSPLIT60 (real-time)............................................................... 329
WORKSPLIT61 through WORKSPLIT120 (real-time).............................................................  329
WT1 through WT4...............................................................................................................  330
Chapter 6: Definitions of CMS calculations.......................................................................  331
Example standard dictionary calculations table......................................................................  331
Search values.....................................................................................................................  331
Agent state and row search values cross-reference tables................................................ 331
Call disposition and row search values cross-reference tables..........................................  334
Calculations........................................................................................................................  334
Standard CMS Dictionary calculations............................................................................. 334
Reports-specific calculations..........................................................................................  344
Appendix A: Changes In 16.X Releases.............................................................................  346
Database schema changes in R16.1..................................................................................... 346
Database Schema changes in R16.3....................................................................................  347
Appendix B: Changes In 17.X Releases.............................................................................  348
Database Schema changes in R17.......................................................................................  348
Appendix C: Changes In 18.X Releases.............................................................................  349
Database Schema changes in R18.......................................................................................  349

July 2016 Avaya Call Management System Database Items and Calculations 19
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Chapter 1: Introduction

Purpose
The document describes how Avaya Call Management System (CMS) calculates the numbers that
CMS displays on CMS reports and CMS Supervisor reports. The document also describes each
database item and calculation that CMS tracks.

Intended audience
This document is intended for all CMS users who want to know how CMS calculates numbers for
reporting purpose.

Document changes since last issue

The following changes have been made to this document since the last issue:
• The following new database item has been added for the tenancy feature:
- TENANT
• The following new database items have been added for the time zone changes:
- TIMEZONE
- ROW_TIME_UTC
• The following database items were converted from an integer field to a 20 character field:
- ATTRIB_ID
- ANS_ATTRIB_ID
- OBS_ATTRIB_ID
- ORIG_ATTRIB_ID
• The database item ATTRIB_ID was added to the following tables:
- Agent Exceptions
- Trunk Group Exceptions

July 2016 Avaya Call Management System Database Items and Calculations 20
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 Document changes since last issue

- Malicious Call Trace Exceptions

- Agent Login/Logout
• Added Appendix C.
• Corrected the definition of WORKCODE.
July 2016
• The database type of the following database items was changed to Integer in the hvector table:
- ABNCALLS
- ABNQUECALLS
- ABNRINGCALLS
- ACDCALLS
- ACDCALLS_R1
- ACDCALLS_R2
- ADJATTEMPTS
- ADJROUTED
- BACKUPCALLS
- BUSYCALLS
- DEFLECTCALLS
- DISCCALLS
- GOTOCALLS
- INCALLS
- INFLOWCALLS
- INTERFLOWCALLS
- LOOKATTEMPTS
- LOOKFLOWCALLS
- NETDISCCALLS
- OTHERCALLS
- OUTFLOWCALLS
- PHANTOMABNS
- RINGCALLS
- VDISCCALLS
• The database type of the following database items was changed to Integer in the hvdn table:
- ABNCALLS
- ABNCALLS1-ABNCALLS10

July 2016 Avaya Call Management System Database Items and Calculations 21
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Introduction

- ABNQUECALLS
- ABNRINGCALLS
- ACCEPTABLE
- ACDCALLS
- ACDCALLS _R1
- ACDCALLS _R2
- ADJATTEMPTS
- ADJROUTED
- ANSCONNCALLS 1-10
- BACKUPCALLS
- BUSYCALLS
- CONNECTCALLS
- DEFLECTCALLS
- DISCCALLS
- HOLDABNCALLS
- HOLDACDCALLS
- HOLDCALLS
- INCALLS
- INFLOWCALLS
- INTERFLOWCALLS
- LOOKATTEMPTS
- LOOKFLOWCALLS
- MAXWAITING
- NETDISCCALLS
- NETINCALLS
- NOANSREDIR
- OTHERCALLS
- OUTFLOWCALLS
- PHANTOMABNS
- RETURNCALLS
- RINGCALLS
- SKILLCALLS1-SKILLCALLS3
- TRANSFERRED

July 2016 Avaya Call Management System Database Items and Calculations 22
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 Related resources

- VDISCCALLS

Related resources

Documentation
Table 1: Related documents

Title Use this document to: Audience

Using
Avaya CMS Supervisor Reports Learn how to use CMS Supervisor Call center supervisors and
Reports. administrators

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya
products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
Procedure
• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one
of the following actions:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
perform one of the following actions:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos posted
on the website.
Note:
Videos are not available for all products.

July 2016 Avaya Call Management System Database Items and Calculations 23
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Introduction

Documentation websites
All CMS documentation can be found at support.avaya.com. New issues of CMS documentation will
be placed on this website when available.
Use the following websites to view related support documentation:
• Information about Avaya products and service
www.avaya.com
• Sun hardware documentation
docs.sun.com
• Dell hardware documentation
www.dell.com

Support
Go to the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.

July 2016 Avaya Call Management System Database Items and Calculations 24
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Chapter 2: CMS database overview

This chapter gives you foundational information about how the CMS database is set up and what
the different types of data are.
The topics covered in this chapter are as follows:
• Availability of database items on page 25
• Database tables on page 25
• Database item types on page 28
• Database item information for report types on page 29
• Terminology on page 33

Availability of database items

Unless noted in the definition of a database item, the database items defined in this document are
available on all Avaya communication servers.

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

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CMS database overview

• 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.

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 143.

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

Historical database table names

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

July 2016 Avaya Call Management System Database Items and Calculations 26
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 Database tables

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
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
Table continues…

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CMS database overview

Name Data stored Interval

mctex Malicious call trace exceptions not applicable
f_cday Forecast current day configuration data by split/skill not applicable
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

Database item types

Each database item contains one of the following types of data:
Administrative data - Administered on the communication server 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 143.

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.

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 Database item information for report types

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.
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.

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.

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CMS database overview

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.

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.

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 Database item information for report types

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.
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.
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.

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.

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CMS database overview

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.
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

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

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 Database item information for report types

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 communication server time out. See the explanations
of the wait answer supervision time (WAST), the phantom abandon calls, and the trunk no answer
timeout (NATO). 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. For multiple split/skill queuing,
only the first queued split/skill has an abandoned call counted against it.
• 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.

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 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 Avaya communication servers 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 Avaya communication servers with EAS, the ACW time that is not associated

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CMS database overview

with an ACD call is tracked for the first skill that is administered for and successfully logged in to by
the agent.
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.

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.

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.

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 Database item information for report types

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 communication servers that is based on the
Expected Wait Time (EWT) at each communication servers. 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.

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)

An Avaya communication server 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-communication server destination. This includes calls to other
communication server 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. 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.

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CMS database overview

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.

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.

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 in the hunt group form on the communication server, 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. 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.

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 Database item information for report types

Service Level Supervisor

An Avaya 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 or secondary. The skill levels help to determine which call, that is 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.

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 communication server is
down, the split is non-EAS, or when a new skill is added and the state message has not yet arrived
from the communication server.

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 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.

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CMS database overview

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.

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.

July 2016 Avaya Call Management System Database Items and Calculations 38
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Chapter 3: Communication Manager
capabilities that impact CMS

This chapter provides a set of tables that cross-reference which CMS database items are available
on each of the Avaya Communication Manager servers. It also provides information on how
Communication Manager features and capabilities are tracked by the CMS or can affect the data
that the CMS produces for report.

Example of table layout

CMS database items apply to specific Communication Manager releases. The cross-reference
tables that follow list each database item by Communication Manager release. Below is an example
of how the table information is presented.
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
DATABASE ITEM X X X

Communication Manager server cross-reference

The following tables list which database items are supported by each of the Communication
Manager server 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 database items on page 40
• Agent login/logout database items on page 46
• Agent trace database items on page 47
• Call record database items on page 48
• Call work codes database items on page 51
• Current day configuration database items on page 51
• Current day report database items on page 52

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Communication Manager capabilities that impact CMS

• Split/skill database items on page 52

• Trunk database items on page 59
• Trunk group database items on page 60
• VDN database items on page 63
• Vector database items on page 66
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
• The items marked with an “X” indicate that the database item is supported by that
Communication Manager release.
• The items marked with an “a” are populated for the releases shown, but the values are
meaningful only for Communication Manager deployments that use the EAS feature and Avaya
Business Advocate.
• The items marked with “RC” are populated for the releases shown, but the values are
meaningful only for Communication Manager deployments that use the Expert Agent Selection
(EAS) feature and Reason Codes.
• The items marked with “EAS” require that the EAS feature be active on the Communication
Manager deployment for the items to be populated.
• The items marked with “e” are populated for the releases shown, but the values are meaningful
only for Communication Manager deployments that use the EAS feature.
• The items marked with a “t” are populated for the releases shown, but the values are
meaningful only for Communication Manager deployments that use the EAS feature and skill
level distribution of calls.
• The items marked with “NA” are populated for the releases shown, but the values might not be
meaningful.

Agent database items

Agent database items Communication Manager cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ABNCALLS X X X
ABNTIME X X X
ACCEPTEDINTRS NA e e
Table continues…

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 Communication Manager server cross-reference

Agent database items Communication Manager cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ACD X X X
ACD_RELEASE X X X
ACDAUXOUTCALLS X X X
ACDCALLS X X X
ACDCALLS_R1 a a a
ACDCALLS_R2 a a a
ACDONHOLD X X X
ACDTIME X X X
ACWINCALLS X X X
ACWINTIME X X X
ACWOUTADJCALLS X X X
ACWOUTCALLS X X X
ACWOUTOFFCALLS X X X
ACWOUTOFFTIME X X X
ACWOUTTIME X X X
ACWTIME X X X
AGDURATION X X X
AGSTATE X X X
AGTIME X X X
ANSRINGTIME X X X
ASSIST X X X
ASSISTS X X X
ATTRIB_ID NA NA X
AUXINCALLS X X X
AUXINTIME X X X
AUXOUTADJCALLS X X X
AUXOUTCALLS X X X
AUXOUTOFFCALLS X X X
AUXOUTOFFTIME X X X
AUXOUTTIME X X X
AUXREASON RC RC RC
AWORKMODE X X X
CHANGED X X X
CONFERENCE X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 41
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Communication Manager capabilities that impact CMS

Agent database items Communication Manager cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
DA_ABNCALLS X X X
DA_ABNTIME X X X
DA_ACDCALLS X X X
DA_ACDTIME X X X
DA_ACWINCALLS X X X
DA_ACWINTIME X X X
DA_ACWOADJCALLS X X X
DA_ACWOCALLS X X X
DA_ACWOOFFCALLS X X X
DA_ACWOOFFTIME X X X
DA_ACWOTIME X X X
DA_ACWTIME X X X
DA_ANSTIME X X X
DA_INQUEUE X X X
DA_OLDESTCALL X X X
DA_OTHERCALLS X X X
DA_OTHERTIME X X X
DA_RELEASE X X X
DA_SKILL EAS EAS EAS
DACALLS_FIRST a a a
DESTINATION X X X
DIRECTION X X X
DURATION X X X
EVENT1-EVENT9 X X X
EXTENSION X X X
GNSKILL EAS EAS EAS
HOLDABNCALLS X X X
HOLDACDTIME X X X
HOLDCALLS X X X
HOLDTIME X X X
I_ACDAUXINTIME X X X
I_ACDAUX_OUTTIME X X X
I_ACDOTHERTIME X X X
I_ACDTIME X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 42
Comments on this document? [email protected]
 Communication Manager server cross-reference

Agent database items Communication Manager cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
I_ACWINTIME X X X
I_ACWOUTTIME X X X
I_ACWTIME X X X
I_AUXINTIME X X X
I_AUXOUTTIME X X X
I_AUXSTBYTIME a a a
I_AUXTIME X X X
I_AUXTIME0–99 RC RC RC
I_AUXTIME_R1 a a a
I_AUXTIME_R2 a a a
I_AVAILTIME X X X
I_DA_ACDTIME X X X
I_DA_ACWTIME X X X
I_OTHERSTBYTIME a a a
I_OTHERSTBYTIME_R1 a a a
I_OTHERSTBYTIME_R2 a a a
I_OTHERTIME X X X
I_RINGTIME X X X
I_STAFFTIME X X X
ICRPULLCALLS NA X X
ICRPULLRINGCALLS NA X X
ICRPULLTIME NA X X
INCOMPLETE X X X
INTRDELIVERIES NA e e
INTRNOTIFIES NA e e
INTRSTATUS NA e e
INTRTYPE X X X
INTRVL X X X
LEVEL EAS EAS EAS
LOC_ID X X X
LOGID X X X
LOGONSKILL X X X
LOGONSKILL2- X X X
LOGONSKILL4
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 43
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Communication Manager capabilities that impact CMS

Agent database items Communication Manager cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
LOGONSKILL5 EAS EAS EAS
LOGONSKILL6- EAS EAS EAS
LOGONSKILL20
LOGONSKILL21- EAS EAS EAS
LOGONSKILL60
LOGONSKILL61- NA EAS EAS
LOGONSKILL120
LOGONSTART X X X
MALICIOUS X X X
MOVEPENDING X X X
NOANSREDIR X X X
O_ACDCALLS X X X
O_ACDTIME X X X
O_ACWTIME X X X
OLDEST_LOGON X X X
ONHOLD X X X
ORIGIN X X X
PENDINGSPLIT X X X
PERCENT a a a
PHANTOMABNS X X X
POSITION X X X
PREFERENCE EAS EAS EAS
REJECTEDINTRS NA e e
RINGCALLS X X X
RINGTIME X X X
ROLE X X X
ROW_DATE X X X
RSV_LEVEL a a a
SKILLTYPE X X X
SKILLTYPE2- X X X
SKILLTYPE4
SKINTRTYPE1- NA e e
SKINTRTYPE120
SKLEVEL EAS EAS EAS
SKLEVEL2-SKLEVEL4 EAS EAS EAS
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 44
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 Communication Manager server cross-reference

Agent database items Communication Manager cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
SKLEVEL5-SKLEVEL20 EAS EAS EAS
SKLEVEL21-SKLEVEL60 EAS EAS EAS
SKLEVEL61- NA EAS EAS
SKLEVEL120
SKPERCENT a a a
SKPERCENT2- a a a
SKPERCENT20
SKPERCENT21- a a a
SKPERCENT60
SKPERCENT61- NA a a
SKPERCENT120
SPLIT X X X
STARTED X X X
STARTTIME X X X
STARTTIME_UTC X X X
TENANT X - Release 5.2 only X X
TI_AUXTIME X X X
TI_AUXTIME0–99 RC RC RC
TI_AUXTIME0 RC RC RC
TI_AUXTIME1-9 RC RC RC
TI_AVAILTIME X X X
TI_OTHERTIME X X X
TI_STAFFTIME X X X
TOPSKILL t t t
TRANSFERRED X X X
TYPE X X X
USE_SVC_OBJ a a a
VDN X X X
WORKMODE X X X
WORKSKLEVEL EAS EAS EAS
WORKSKILL e e e
WORKSPLIT X X X
WORKSPLIT2- X X X
WORKSPLIT3
WORKSPLIT4 EAS EAS EAS
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 45
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Communication Manager capabilities that impact CMS

Agent database items Communication Manager cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
WORKSPLIT5 EAS EAS EAS
WORKSPLIT6- EAS EAS EAS
WORKSPLIT20
WORKSPLIT21- EAS EAS EAS
WORKSPLIT60
WORKSPLIT61- NA e e
WORKSPLIT120

Agent login/logout database items

Agent login/logout database items Communication Manager server cross-reference
Database item Release 2.x 3.x, 4.x, 5.x Release 6.x Release 7.x
ACD X X X
EXTN X X X
INFLAG X X X
LOC_ID X X X
LOGID X X X
LOGIN X X X
LOGIN_UTC X X X
LOGONSKILL2- EAS EAS EAS
LOGONSKILL4
LOGONSKILL5 EAS EAS EAS
LOGONSKILL6- EAS EAS EAS
LOGONSKILL20
LOGONSKILL21- EAS EAS EAS
LOGONSKILL60
LOGONSKILL61- NA EAS EAS
LOGONSKILL120
LOGOUT X X X
LOGOUT_UTC X X X
LOGOUT_DATE X X X
LOGOUTREASON RC RC RC
OUTFLAG X X X
PREFERENCE EAS EAS EAS
ROW_DATE X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 46
Comments on this document? [email protected]
 Communication Manager server cross-reference

Agent login/logout database items Communication Manager server cross-reference

Database item Release 2.x 3.x, 4.x, 5.x Release 6.x Release 7.x
SKILLTYPE X X X
SKILLTYPE2- X X X
SKILLTYPE4
SKINTRTYPE1- NA e e
SKINTRTYPE120
SKLEVEL EAS EAS EAS
SKLEVEL2-SKLEVEL4 EAS EAS EAS
SKLEVEL5-SKLEVEL20 EAS EAS EAS
SKLEVEL21-SKLEVEL60 EAS EAS EAS
SKLEVEL61- NA EAS EAS
SKLEVEL120
SKPERCENT a a a
SKPERCENT2- a a a
SKPERCENT20
SKPERCENT21- a a a
SKPERCENT60
SKPERCENT61- NA a a
SKPERCENT120
SPLIT X X X
TENANT X - Release 5.2 only X X

Agent trace database items

Agent trace database items Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ACD X X X
AGT_RELEASED X X X
ASSIST_ACTV X X X
ATTRIB_ID NA NA X
AUXREASON RC RC RC
CALLER_HOLD X X X
CALLING_II X X X
CALLING_PTY X X X
CONFERENCE X X X
DIGITS_DIALED X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 47
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Communication Manager capabilities that impact CMS

Agent trace database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
DIRECTION X X X
DURATION X X X
EVENT_TIME X X X
EXT_CALL_ORIG X X X
INTERRUPTED NA e e
KEYBD_DIALED X X X
LOC_ID X X X
LOGID X X X
LOGOUTREASON RC RC RC
MCT X X X
RECONNECT X X X
ROW_DATE X X X
SPLIT X X X
STARTTIME X X X
STARTTIME_UTC NA NA X
TENANT X - Release 5.2 only X X
TRANSFERRED X X X
UCID X X X
WMODE_SEQ X X X
WORKCODE X X X
WORKMODE X X X

Call record database items

Call record database items Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ACD X X X
ACWTIME X X X
AGENTSKILLLEVEL NA e e
AGENTSURPLUS NA e e
AGT_RELEASED X X X
ANSHOLDTIME X X X
ANSLOCID X X X
ANSLOGIN X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 48
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 Communication Manager server cross-reference

Call record database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ANSREASON RC RC RC
ANS_ATTRIB_ID NA NA X
ASAI_UUI X X X
ASSIST X X X
AUDIO X X X
CALLID X X X
CALLING_II X X X
CALLING_PTY X X X
CONFERENCE X X X
CONSULTTIME X X X
CWC1 X X X
CWC2 X X X
CWC3 X X X
CWC4 X X X
CWC5 X X X
DA_QUEUED X X X
DIALED_NUM X X X
DISPIVECTOR X X X
DISPOSITION X X X
DISPPRIORITY X X X
DISPSKLEVEL EAS EAS EAS
DISPSPLIT X X X
DISPTIME X X X
DISPVDN X X X
DURATION X X X
EQLOC X X X
EQLOCID X X X
EVENT1-EVENT9 X X X
FIRSTIVECTOR X X X
FIRSTVDN X X X
HELD X X X
HOLDABN X X X
INTERRUPTDEL NA e e
LASTCWC X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 49
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Communication Manager capabilities that impact CMS

Call record database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
LASTDIGITS X X X
LASTOBSERVER X X X
MALICIOUS X X X
NETINTIME X X X
OBSERVINGCALL X X X
OBSLOCID X X X
OBS_ATTRIB_ID NA NA X
ORIGHOLDTIME X X X
ORIGLOCID X X X
ORIGLOGIN X X X
ORIGREASON RC RC RC
ORIG_ATTRIB_ID NA NA X
PREFSKILLLEVEL NA e e
QUEUETIME X X X
RINGTIME X X X
ROW_DATE X X X
ROW_TIME X X X
SEGMENT X X X
SEGSTART X X X
SEGSTART_UTC X X X
SEGSTOP X X X
SEGSTOP_UTC X X X
SEQNUM X X X
SPLIT1 X X X
SPLIT2 X X X
SPLIT3 X X X
TALKTIME X X X
TENANT X - Release 5.2 only X X
TKGRP X X X
TRANSFERRED X X X
UCID X X X
UUI_LEN X X X
VDN2-9 X X X

July 2016 Avaya Call Management System Database Items and Calculations 50
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 Communication Manager server cross-reference

Call work codes database items

Call work codes database items Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ACD X X X
ACDCALLS X X X
ACDTIME X X X
ACWTIME X X X
CWC X X X
INCOMPLETE X X X
INTRVL X X X
ROW_DATE X X X
STARTTIME X X X
STARTTIME_UTC X X X
TENANT X - Release 5.2 only X X

Current day configuration database items

Current day configuration database items Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x and up
ACD X X
CHANGE X X
CHPROF X X
FMETHOD X X
HDATE1 X X
HDATE2 X X
HDATE3 X X
HDATE4 X X
ROW_DATE X X
SPLIT X X
TRENDBASE X X
WT1 X X
WT2 X X
WT3 X X
WT4 X X

July 2016 Avaya Call Management System Database Items and Calculations 51
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Communication Manager capabilities that impact CMS

Current day report database items

Current day report database items Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x and up
ACD X X
AGOCC X X
AVGAGSERV X X
AVGSPEEDANS X X
FCALLS X X
INTRVL X X
NUMAGREQ X X
RAGOCC X X
RAVGSPEEDANS X X
ROW_DATE X X
RSERVLEVELP X X
SERVLEVELP X X
SERVLEVELT X X
SPLIT X X
STARTTIME X X

Split/skill database items

Split/skill database items Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ABNCALLS X X X
ABNCALLS1- X X X
ABNCALLS10
ABNRINGCALLS X X X
ABNTIME X X X
ACCEPTABLE X X X
ACD (index) X X X
ACDAUXOUTCALLS X X X
ACDCALLS X X X
ACDCALLS_R1 a a a
ACDCALLS_R2 a a a
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 52
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 Communication Manager server cross-reference

Split/skill database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ACDCALLS1- X X X
ACDCALLS10
ACDTIME X X X
ACWINCALLS X X X
ACWINTIME X X X
ACWOUTADJCALLS X X X
ACWOUTCALLS X X X
ACWOUTOFFCALLS X X X
ACWOUTOFFTIME X X X
ACWOUTTIME X X X
ACWTIME X X X
AGINRING X X X
AGSURPDELIVERIES NA e e
AGSURPNPREFCALLS NA e e
AGSURPPREFCALLS NA e e
ANSTIME X X X
ASA X X X
ASSISTS X X X
AUXINCALLS X X X
AUXINTIME X X X
AUXOUTADJCALLS X X X
AUXOUTCALLS X X X
AUXOUTOFFCALLS X X X
AUXOUTOFFTIME X X X
AUXOUTTIME X X X
AVAILABLE X X X
BACKUPCALLS X X X
BUSYCALLS X X X
BUSYTIME X X X
CALLSOFFERED X X X
CALLSURPDELIVERIES NA e e
CONFERENCE X X X
DA_ACWINCALLS X X X
DA_ACWINTIME X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 53
Comments on this document? [email protected]
Communication Manager capabilities that impact CMS

Split/skill database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
DA_ACWOCALLS X X X
DA_ACWOTIME X X X
DA_INACW X X X
DA_INQUEUE X X X
DA_INRING X X X
DA_OLDESTCALL X X X
DA_ONACD X X X
DEQUECALLS X X X
DEQUETIME X X X
DISCCALLS X X X
DISCTIME X X X
EVENT1-EVENT9 X X X
EWTHIGH X X X
EWTLOW X X X
EWTMEDIUM X X X
EWTTOP X X X
FAGINRING X X X
FAVAILABLE X X X
FINACD X X X
FINAUX X X X
FONACD X X X
FOTHER X X X
FSTAFFED X X X
GNAGINRING EAS EAS EAS
GNAVAILABLE EAS EAS EAS
GNINACW EAS EAS EAS
GNINAUX EAS EAS EAS
GNINAUX0 RC RC RC
GNINAUX1-GNINAUX9 RC RC RC
GNONACD EAS EAS EAS
GNONACDAUXOUT EAS EAS EAS
GNONACDOUT EAS EAS EAS
GNONACWIN EAS EAS EAS
GNONACWOUT EAS EAS EAS
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 54
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 Communication Manager server cross-reference

Split/skill database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
GNONAUXIN EAS EAS EAS
GNONAUXOUT EAS EAS EAS
GNDA_INACW EAS EAS EAS
GNDA_ONACD EAS EAS EAS
GNOTHER EAS EAS EAS
GNSTAFFED EAS EAS EAS
HIGHCALLS X X X
HOLDABNCALLS X X X
HOLDCALLS X X X
HOLDTIME X X X
I_ACDAUXINTIME X X X
I_ACDAUX_OUTTIME X X X
I_ACDOTHERTIME X X X
I_ACDTIME X X X
I_ACDTIME_R1 a a a
I_ACDTIME_R2 a a a
I_ACWINTIME X X X
I_ACWOUTTIME X X X
I_ACWTIME X X X
I_ACWTIME_R1 a a a
I_ACWTIME_R2 a a a
I_ARRIVED X X X
I_AUXINTIME X X X
I_AUXOUTTIME X X X
I_AUXSTBYTIME_R1 a a a
I_AUXSTBYTIME_R2 a a a
I_AUXTIME X X X
I_AUXTIME_R1 a a a
I_AUXTIME_R2 a a a
I_AUXTIME0 RC RC RC
I_AUXTIME1-9 RC RC RC
I_AVAILTIME X X X
I_DA_ACDTIME X X X
I_DA_ACWTIME X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 55
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Communication Manager capabilities that impact CMS

Split/skill database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
I_NORMTIME a a a
I_OL1TIME a a a
I_OL2TIME a a a
I_OTHERSTBYTIME_R1 a a a
I_OTHERSTBYTIME_R2 a a a
I_OTHERTIME X X X
I_OTHERTIME_R1 a a a
I_OTHERTIME_R2 a a a
I_RINGTIME X X X
I_RINGTIME_R1 a a a
I_RINGTIME_R2 a a a
I_STAFFTIME X X X
I_TAUXTIME t t t
I_TOTHERTIME t t t
I_TAVAILTIME t t t
ICRPULLCALLS NA X X
ICRPULLRINGCALLS NA X X
ICRPULLTIME NA X X
INACW X X X
INAUX X X X
INAUX0 RC RC RC
INAUX1-INAUX9 RC RC RC
INCOMPLETE X X X
INFLOWCALLS X X X
INQUEUE X X X
INRING X X X
INTERFLOWCALLS X X X
INTRDELIVERIES NA e e
INTRVL X X X
LOWCALLS X X X
MAXINQUEUE X X X
MAXOCWTIME X X X
MAXSTAFFED X X X
MAXTOP t t t
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 56
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 Communication Manager server cross-reference

Split/skill database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
MAX_TOT_PERCENTS a a a
MEDCALLS X X X
NOANSREDIR X X X
O_ABNCALLS X X X
O_ACDCALLS X X X
O_ACDTIME X X X
O_ACWTIME X X X
O_OTHERCALLS X X X
OLDESTCALL X X X
ONACD X X X
ONACDAUXOUT X X X
ONACDOUT X X X
ONACWIN X X X
ONACWOUT X X X
ONAUXIN X X X
ONAUXOUT X X X
ONHOLD X X X
OTHER X X X
OTHERCALLS X X X
OTHERTIME X X X
OUTFLOWCALLS X X X
OUTFLOWTIME X X X
PERIOD 1-9 X X X
PERIODCHG X X X
PHANTOMABNS X X X
POSITIONS X X X
R1AGINRING a a a
R1AVAILABLE a a a
R1INACW a a a
R1INAUX a a a
R1INAUXSTBY a a a
R1ONACD a a a
R1OTHER a a a
R1OTHERSTBY a a a
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 57
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Communication Manager capabilities that impact CMS

Split/skill database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
R1STAFFED a a a
R2AGINRING a a a
R2AVAILABLE a a a
R2INACW a a a
R2INAUX a a a
R2INAUXSTBY a a a
R2ONACD a a a
R2OTHER a a a
R2OTHERSTBY a a a
R2STAFFED a a a
REDIRECTCALLS X X X
RINGCALLS X X X
RINGTIME X X X
ROW_DATE X X X
RSV_LEVEL a a a
SERVICELEVEL X X X
SKSTATE a a a
SLVLABNS X X X
SLVLOUTFLOWS X X X
SPLIT X X X
STAFFED X X X
STARTTIME X X X
STARTTIME_UTC X X X
SVCLEVELCHG X X X
TAGINRING t t t
TAVAILABLE t t t
TDA_INACW t t t
TDA_ONACD t t t
TENANT X - Release 5.2 only X X
TINACW t t t
TINAUX t t t
TINAUX0 RC and t RC and t RC and t
TINAUX1-TINAUX9 RC and t RC and t RC and t
TONACD t t t
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 58
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 Communication Manager server cross-reference

Split/skill database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
TONACDAUXOUT t t t
TONACDOUT t t t
TONACWIN t t t
TONACWOUT t t t
TONAUXIN t t t
TONAUXOUT t t t
TOPCALLS X X X
TOTHER t t t
TOT_PERCENTS a a a
TRANSFERRED X X X
TSTAFFED t t t

Trunk database items

Trunk database items Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ABNCALLS X X X
ACD X X X
ACDCALLS X X X
ACDCALLS_R1 a a a
ACDCALLS_R2 a a a
AUDIO X X X
CALLING_LOGID X X X
DIRECTION X X X
DURATION X X X
EQLOC X X X
EXTENSION X X X
FAILURES X X X
I_INOCC X X X
ICRPULLCALLS NA X X
I_OUTOCC X X X
INCALLS X X X
INCOMPLETE X X X
INTIME X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 59
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Communication Manager capabilities that impact CMS

Trunk database items Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
INTRVL X X X
ITN X X X
LOC_ID X X X
LOGID X X X
MBUSYTIME X X X
O_ABNCALLS X X X
O_ACDCALLS X X X
O_OTHERCALLS X X X
OTHERCALLS X X X
OUTCALLS X X X
OUTTIME X X X
PRIORITY X X X
PRIORITY2-PRIORITY3 X X X
QUECOUNT X X X
QUETYPE X X X
QUETYPE2-QUETYPE3 X X X
ROW_DATE X X X
SHORTCALLS X X X
SPLIT X X X
SPLIT2-SPLIT3 X X X
STARTED X X X
STARTTIME X X X
STARTTIME_UTC X X X
TENANT X - Release 5.2 only X X
TKGRP X X X
TKSTATE X X X
VDN X X X
VECTOR X X X

Trunk group database items

Trunk group database item Communication Manager server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ABNCALLS X X X
Table continues…

July 2016 Avaya Call Management System Database Items and Calculations 60
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 Communication Manager server cross-reference

Trunk group database item Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ABNQUECALLS X X X
ABNRINGCALLS X X X
ABNVECCALLS X X X
ACD (index) X X X
ACDCALLS X X X
ACDCALLS_R1 a a a
ACDCALLS_R2 a a a
ADJUNCTOUT X X X
ALLINUSE X X X
ALLINUSETIME X X X
AUDIO X X X
BH_ABNCALLS X X X
BH_ACDCALLS X X X
BH_ALLINUSETIME X X X
BH_BUSYCALLS X X X
BH_DISCCALLS X X X
BH_INCALLS X X X
BH_INTERVAL X X X
BH_INTIME X X X
BH_OABNCALLS X X X
BH_OACDCALLS X X X
BH_OOTHERCALLS X X X
BH_OTHERCALLS X X X
BH_OUTCALLS X X X
BH_OUTTIME X X X
BH_STARTTIME X X X
BACKUPCALLS X X X
BLOCKAGE X X X
BUSYCALLS X X X
COMPLETED X X X
CONNECTCALLS X X X
DISCCALLS X X X
FAILURES X X X
I_INOCC X X X
Table continues…

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Trunk group database item Communication Manager server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
I_OUTOCC X X X
ICRPULLCALLS NA X X
ICRPULLQUECALLS NA X X
ICRPULLRINGCALLS NA X X
ICRPULLVECCALLS NA X X
INBOUND X X X
INCALLS X X X
INCOMPLETE X X X
INTIME X X X
INTRVL X X X
MBUSY X X X
MBUSYTIME X X X
NUMINUSE X X X
O_ABNCALLS X X X
O_ACDCALLS X X X
O_OTHERCALLS X X X
OTHERCALLS X X X
OUTBOUND X X X
OUTCALLS X X X
OUTTIME X X X
ROW_DATE X X X
SETUPTIME X X X
SHORTCALLS X X X
SPLIT X X X
STARTTIME X X X
STARTTIME_UTC X X X
TENANT X - Release 5.2 only X X
TKGRP X X X
TRANSFERRED X X X
TRUNKS X X X
VDN X X X
VECTOR X X X

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VDN database items

VDN database items communication server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ABNCALLS X X X
ABNCALLS1- X X X
ABNCALLS10
ABNQUECALLS X X X
ABNRINGCALLS X X X
ABNTIME X X X
ACCEPTABLE X X X
ACD X X X
ACDCALLS X X X
ACDCALLS_R1 a a a
ACDCALLS_R2 a a a
ACDTIME X X X
ACTIVECALLS X X X
ACWTIME X X X
ADJATTEMPTS X X X
ADJROUTED X X X
AGSURPDELIVERIES NA e e
AGSURPNPREFCALLS NA e e
AGSURPPREFCALLS NA e e
ANSCONNCALLS1- X X X
ANSCONNCALLS10
ANSTIME X X X
ASA X X X
ATAGENT X X X
BH_ABNCALLS X X X
BH_ACDCALLS X X X
BH_ACDTIME X X X
BH_BUSYCALLS X X X
BH_DISCCALLS X X X
BH_OTHERCALLS X X X
BH_INTERVAL X X X
BH_STARTTIME X X X
Table continues…

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VDN database items communication server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
BH_VDNCALLS X X X
BACKUPCALLS X X X
BSRPLAN X X X
BUSYCALLS X X X
BUSYTIME X X X
CALLSURPDELIVERIES NA e e
CONNECTCALLS X X X
CONNECTTIME X X X
CONNTALKTIME X X X
DEFLECTCALLS X X X
DISCCALLS X X X
DISCTIME X X X
HOLDABNCALLS X X X
HOLDACDCALLS X X X
HOLDACDTIME X X X
HOLDCALLS X X X
HOLDTIME X X X
I_ARRIVED X X X
ICRPULLCALLS NA X X
ICRPULLQUECALLS NA X X
ICRPULLRINGCALLS NA X X
ICRPULLTIME NA X X
ILN X X X
INCALLS X X X
INCOMPLETE X X X
INFLOWCALLS X X X
INPROGRESS X X X
INQUEUE X X X
INRING X X X
INTERFLOWCALLS X X X
INTIME X X X
INTRVL X X X
INVECTOR X X X
LOOKATTEMPTS X X X
Table continues…

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VDN database items communication server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
LOOKFLOWCALLS X X X
MAXOCWTIME X X X
MAXWAITING X X X
NETDISCCALLS X X X
NETINCALLS X X X
NETINTIME X X X
NETPOLLS X X X
NOANSREDIR X X X
NUMTGS X X X
OLDESTCALL X X X
OTHERCALLS X X X
OTHERTIME X X X
OUTFLOWCALLS X X X
OUTFLOWTIME X X X
PERIOD1-PERIOD9 X X X
PERIODCHG X X X
PHANTOMABNS X X X
RETURNCALLS X X X
RINGCALLS X X X
RINGTIME X X X
ROW_DATE X X X
SERVICELEVEL X X X
SKILL1-SKILL3 EAS EAS EAS
SKILLACWTIME1- EAS EAS EAS
SKILLACWTIME3
SKILLCALLS1- EAS EAS EAS
SKILLCALLS3
SKILLTIME1-SKILLTIME3 EAS EAS EAS
SLVLABNS X X X
SLVLOUTFLOWS X X X
STARTTIME X X X
STARTTIME_UTC X X X
SVCLEVELCHG X X X
TENANT X - Release 5.2 only X X
TRANSFERRED X X X
Table continues…

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VDN database items communication server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
VDISCCALLS X X X
VDN X X X
VECTOR X X X

Vector database items

Vector database items communication server cross-reference
Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
ABNCALLS X X X
ABNQUECALLS X X X
ABNRINGCALLS X X X
ABNTIME X X X
ACD X X X
ACDCALLS X X X
ACDCALLS_R1 a a a
ACDCALLS_R2 a a a
ADJATTEMPTS X X X
ADJROUTED X X X
ANSTIME X X X
BACKUPCALLS X X X
BUSYCALLS X X X
BUSYTIME X X X
DEFLECTCALLS X X X
DISCCALLS X X X
DISCTIME X X X
GOTOCALLS X X X
GOTOTIME X X X
ICRPULLCALLS NA X X
ICRPULLQUECALLS NA X X
ICRPULLRINGCALLS NA X X
ICRPULLTIME NA X X
INCALLS X X X
INCOMPLETE X X X
INFLOWCALLS X X X
Table continues…

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Vector database items communication server cross-reference

Database item Release 2.x, 3.x, 4.x, 5.x Release 6.x Release 7.x
INPROGRESS X X X
INQUEUE X X X
INRING X X X
INTERFLOWCALLS X X X
INTIME X X X
INTRVL X X X
LOOKATTEMPTS X X X
LOOKFLOWCALLS X X X
NETDISCCALLS X X X
NETPOLLS X X X
NUMVDNS X X X
OTHERCALLS X X X
OTHERTIME X X X
OUTFLOWCALLS X X X
OUTFLOWTIME X X X
PHANTOMABNS X X X
RINGCALLS X X X
RINGTIME X X X
ROW_DATE X X X
STARTTIME X X X
STARTTIME_UTC X X X
TENANT X - Release 5.2 only X X
VDISCCALLS X X X
VECTOR X X X

Communication Manager features and capabilities and

their impact on CMS data
The following Communication Manager features and capabilities have an impact on how the CMS
tracks data from Communication Manager and on how the CMS creates the database item
information for reports.
The Communication Manager features and capabilities that can impact CMS tracking of data are
dealt with in alphabetical order. They include:
• Abandoned calls on page 69

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• Adjunct-placed calls and adjunct-routed calls on page 69

• Agent state tracking at login on page 69
• Agents in multiple splits/skills on page 69
• Audio difficulty on page 71
• Average Speed of Answer (ASA) on page 70
• Best Service Routing on page 71
• Avaya Business Advocate on page 71
• Call handling preference on page 72
• Call pickup on page 72
• Conference tracking on page 73
• “converse” vector command on page 73
• Direct agent calling on page 73
• Expanded Agent Capabilities on page 74
• Forced disconnect on page 74
• Forced multiple call handling on page 75
• Go to vector command on page 75
• Hold tracking on page 75
• Location on page 75
• Look-ahead interflow calls (BSR and NCR) on page 76
• Move agent while staffed on page 76
• Multiple call handling on page 76
• Multiple split/skill queuing on page 76
• Outbound Call Management (OCM) on page 77
• Personal calls on page 77
• Phantom-abandon calls on page 79
• Redirect on No Answer on page 79
• Reserve Agent Work Time Tracking on page 80
• Ringing on page 86
• Skill state on page 86
• Timed ACW on page 87
• Time/duration tracking on page 87
• Transfer tracking on page 87
• Transferred and conferenced calls on page 87

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• Trunk No Answer Timeout on page 88

• Universal Call Identifier on page 88
• VDN active calls on page 88
• Vector Disconnect Timer on page 89
• Wait Answer Supervision Timer on page 89

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
page 79.

Adjunct-placed calls and adjunct-routed calls

For communication servers 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.

Agent state tracking at login

Until it is notified by the communication server, CMS does not know what state agents are in. The
communication server notifies CMS immediately after an agent logs in or right after the link to the
communication server 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 communication server to time the
call out. This time is typically between 5 and 10 seconds.

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.

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“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.

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.

Average Speed of Answer (ASA)

Avaya communication servers 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.
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 server-
generated, rolling ASA is a running, weighted average calculation. In general, the ASA will not
match the average speed of answer on CMS.

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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.

Best Service Routing

Best Service Routing (BSR) is available with Avaya communication servers. 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 communication server or to the “best” split/skill in a network of communication
servers. 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 Expected Wait Time (EWT) predictor of the communication
server, 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.

Avaya Business Advocate

Avaya Business Advocate is available on Avaya communication servers. Avaya 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.
• 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’ time spent logged into a skill, whether in the Available work
mode, on an ACD call, or in the ACW work mode. 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

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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 — 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.
• Reserve Agent Work Time Tracking - This feature provides real time and historical tracking of
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.

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. This capability is available on Avaya communication servers with the EAS
feature.
• 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. This capability is available on Avaya
communication servers with the EAS feature.
• 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. This capability is
available on Avaya communication servers with the EAS feature.

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

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Conference tracking
CMS tracks conference 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 Avaya communication servers.
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 communication
server and a VRU or from a VRU through the communication server 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.

Communication server-specific capabilities

A direct agent call can be initiated by an adjunct. For Avaya communication servers 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.

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Expanded Agent Capabilities

The Expanded Agent capabilities feature allows EAS agents to have up to 60 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 communication server 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 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” 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 Avaya communication server 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.

Forced disconnect
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 communication server 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.

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Forced multiple call handling

The forced multiple call handling feature 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
communication server 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.

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 Avaya communication server 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.
This capability is available on Avaya communication servers 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 communication server 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

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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.
Network Call Redirection (NCR) attempts that are successful are counted as DEFLECTCALLS.
Look-ahead interflow calls, BSR interflow calls, and NCR calls are subsets of interflow calls.

Move agent while staffed

Avaya communication servers 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 communication server comes up and a move is pending for an
agent. CMS will be notified by the communication server that the move is pending, but
PENDINGSPLIT will not be set.

Multiple call handling

The multiple call handling (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.

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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.

Multiple split/skill queuing 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.

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

Abandoned from queue ABNCALLS DEQUEUECALLS DEQUEUECALLS
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 ringing OUTFLOWCALLS ABNCALLS DEQUEUECALLS
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.

Personal calls
CMS tracks hold time, transfers, and conferences for personal calls (non-ACD or extension calls).

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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.

Hold tracking for supervisor assist example

The following figure shows how CMS tracks hold calls.

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Phantom-abandon calls
In countries where central offices do not provide the communication server 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. 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.

Redirect on No Answer
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 Redirect on No Answer (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.

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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.
When a ringing call times out and is routed to a VDN an outflow and NOANSREDIR are
incremented.

Reserve Agent Work Time Tracking

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 Avaya Business Advocate Service Level Supervisor feature.
Avaya 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.
For more information about the Avaya Business Advocate Service Level Supervisor feature and
required communication server administration for Reserve Agents, see the Avaya Business
Advocate User Guide.

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STAFFTIME
STAFFTIME includes only the time that agents spend actively working in a skill. 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 feature 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 Avaya
Business Advocate Service Level Supervisor working with CMS.
For more information, see Dictionary of CMS database items on page 143.

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:Reserve Agents:

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Real-time Split/Skill Status items Description

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.
About 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:

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Reserve Agents Time Description

I_OTHERTIME_R1 or I_OTHERTIME_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 Tracks the length of time that Reserve Agents spend in AUX
I_AUXSTBYTIME_R2 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.

About 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:
Reserve Agents Time Description
I_ACD call-related time 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 The time spent by Reserve Agents doing work for another skill
(while activated by this skill).
I_AUXTIME_R1 and R2 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.
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:

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Total Reserve Stafftime = I_STAFFTIME + I_OTHERSTBYTIME_R1 + I_AUXSTBYTIME_R1 +

I_OTHERSTBYTIME_R2 + I_AUXSTBYTIME_R2
The following tree structure illustrates the database items and sub-items included in the Total
Reserve Stafftime calculation:
I_STAFFTIME
• I_AVAILTIME
• I_ACDTIME
- ACDTIME_R1
- 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

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.

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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.
About 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:
Reserve Agents Time Description
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.

About 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:
Reserve Agents Time Description
I_ACD call-related time 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.

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 tree structure illustrates the database items included in the TI_STAFFTIME database
item:
TI_STAFFTIME
• TI_AVAILTIME
• I_ACDTIME
• I_ACWTIME

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• 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:
The following tree structure illustrates the database items included in the Reserve Stafftime
calculation:
I_STAFFTIME
• I_AVAILTIME
• I_ACDTIME
• I_ACWTIME
• I_RINGTIME
• I_OTHERTIME
• I_AUXTIME
I_OTHERSTBYTIME
I_AUXSTBYTIME

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 communication server sends a message to CMS when a call is directed
to an agent and alerting begins.

Skill state
Skills can be in different states 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

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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.

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.

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.

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.

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Trunk No Answer Timeout

The Trunk No Answer Timeout timer starts when the communication server first seizes the trunk and
stops when answer supervision is sent for the call. If it times out, the call is dropped by the
communication server and the CMS counts the call as an abandoned call.
Note:
This timer is for communication servers in countries that lack disconnect supervision for trunks.
The assumption is that the caller abandoned long ago.

Universal Call Identifier

A Universal Call Identifier (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 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 communication server, CMS receives the UCID that is assigned
to calls by the communication server. 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.

VDN active calls

Avaya communication servers 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 communication server 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 count of “active” calls on the communication server 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 communication server 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.

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Vector Disconnect Timer

On Avaya communication servers, 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
communication server 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 communication
server and the CMS records an abandon (from ringing) for the call.

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Chapter 4: Database tables

This section describes the CMS historical database tables and includes the following topics:
• CMS database logic structure on page 90
• CMS database table names on page 91
• Description of the CMS database tables on page 93
• CMS database table items on page 95
• About generating a CMS database schema on page 140

CMS database logic structure

CMS historical tables store information in one record per row format. When accessing data in the
historical tables, you may need to sum the information to retrieve complete data.
For example, a record will be created for each split/skill that an agent is logged into in the agent
tables. If an agent is logged into four splits/skills, there will be four records for that agent. Similarly, if
an agent starts the day with four splits/skills, and is added to a fifth split/skill before the end of the
day, the agent’s fifth record will be generated only from the point at which the additional split/skill
was added. The other four records will reflect the total logon time.
This section contains the following topics:
• Agent tables on page 90
• VDN tables on page 91
• Circular structure tables on page 91

Agent tables
If an agent logs off and logs on more than once in a specified interval, another complete set of
records is created for that agent for each logon in the agent tables.
For example, if an agent logs into four split/skills, logs out, and then logs back on during a set
interval, there will be two sets of four records for that agent, one set per logon.

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 CMS database table names

VDN tables
The VDN tables store one record per vector on which a VDN terminates. Therefore, if the
terminating vector for a specific VDN changes in a set interval, there are two records for that VDN -
one per terminating vector. This logic also applies to the Vector, Trunk, Trunk Group, and Split/Skill
tables. If information is required from these tables, a sum structured query language (SQL) query
may be necessary to access complete data from each table.

Circular structure tables

The Exceptions, Call Record, and Agent Trace tables are circular files. These tables populate
continuously, until the table capacity plus ten percent has been reached. At that point, the oldest ten
percent of the records are deleted.
For example, if an agent trace table has a capacity of 100 rows, and the total rows populated equals
110, the oldest ten rows will automatically be deleted. Therefore, the data in that table will change
continuously as the table is updated.

CMS database table names

To select data for external use, you must use the names listed in the following table in your queries.
The following table contains all the tables that are accessible in CMS and a brief description of the
data in each. The table will still be accessible by root. All tables included in this chapter have read-
only external user access.

Table 2: ODBC accessible tables

Name Data stored

hsplit Split/Skill data for each intrahour interval
dsplit Split/Skill data summarized by day
wsplit Split/Skill data summarized by week
msplit Split/Skill data summarized by month
hagent Agent data for each intrahour interval
dagent Agent data summarized by day
wagent Agent data summarized by week
magent Agent data summarized by month
htkgrp Trunk group data for each intrahour interval
dtkgrp Trunk group data summarized by day
Table continues…

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Database tables

Name Data stored

wtkgrp Trunk group data summarized by week
mtkgrp Trunk group data summarized by month
htrunk Trunk data for intrahour interval
dtrunk Trunk data summarized by day
wtrunk Trunk data summarized by week
mtrunk Trunk data summarized by month
hvector Vector data for each intrahour interval
dvector Vector data summarized by day
wvector Vector data summarized by week
mvector Vector data summarized by month
hvdn VDN data for each intrahour interval
dvdn VDN data summarized by day
wvdn VDN data summarized by week
mvdn VDN data summarized by month
hcwc Call work code data for each intrahour interval
dcwc Call work code data summarized by day
wcwc Call work code data summarized by week
mcwc Call work code data summarized by month
call_rec Call record data
d_secs The number of seconds in the daily data collection period
m_secs The number of seconds in the monthly data collection period
w_secs The number of seconds in the weekly data collection period
arch_stat The status of archiver executions
customer_log The customer error log data
agroups Agent group definitions
synonyms Dictionary synonyms
acd_shifts Shift times and maximum agents logged in for each shift
dbitems Dictionary standard and custom database items, constants, and calculations
f_cday Forecast current day configuration data by split/skill
f_cdayrep Current day forecast data by split/skill
haglog Agent login and logout information
ag_actv Agent activity trace data
agex Agent exceptions
fullex Disk full exceptions
spex Split/skill exceptions
Table continues…

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 Description of the CMS database tables

Name Data stored

tgex Trunk group exceptions
vecex Vector exceptions
vdnex VDN exceptions
linkex Link down exceptions
mctex Malicious call trace exceptions

Description of the CMS database tables

This section provides an overview of the types of data collected by CMS and definitions for the data
presented in CMS database table items on page 95 and contains the following information:
• About the Database item column on page 93
• About the Data types column on page 94
• About the Column type and Length columns on page 94

About the Database item column

The Database item column contains the name of a particular database item. Many database items
are contained in more than one database table.

Index database items

The index database items in each table are marked (index). Indexes add structure to table rows so
that CMS can retrieve data faster. The row search criteria you define for custom reports should be
based on indexes whenever possible. For historical custom reports, always include a “where” clause
based on the ROW_DATE database item.

Call-based data and interval-based data

Items in the CMS database can be either call-based or interval-based. Most CMS database items
are call-based. 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 are recorded in the interval in
which the call and any After Call Work (ACW) are completed.
Interval-based data represents the amount of time during a collection interval that is used for 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.
Each database item has a defined column type.

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Database tables

About the Data types column

The Data type column contains a letter that represents a specific data type. The following table
describes the data types:

Data type ID and name Description

A = Administrative data Administered on Communication Manageror on CMS. For example, the
database item INTRVL in the split/skill table contains the number of
minutes in the intrahour interval (15, 30, 60) assigned for the specified
ACD on CMS.
B = Busy Hour data Gives data that is only meaningful for the busy hour.
C = Cumulative data Accumulates throughout the collection interval. Most real-time database
items contain cumulative data.
I = Row Identifier data Gives data that is common to all tables, such as time, date, split in the split/
skill tables, and so on.
M = Maximum Interval Value Gives data that is the maximum reached for any value in the specified
data interval.
N = Special Table data Belongs only to a specific table, such as the Historical Agent Login/Logout
table or Current Day Forecast table.
S = 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.

Note:
Administrative, Cumulative, Maximum Interval Value, Row Identifier and Busy Hour data items
apply to historical and real-time database items.
Special Table data items apply only to historical database items.

About the Column type and Length columns

The Column type and Length columns describe the format of a database item. These columns
include either the length in bits of the database item or the Informix data type.
Column type and length information is included for the user’s reference. Because data gathered
through ODBC can be used in a variety of applications, it is helpful to know what type of data you
are accessing and how long it is in bytes. Any difference or exception in the column type or length
between tables in a table group is indicated in the Column type and Length columns.

Informix data column types table

The following table defines the data column types.

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 CMS database table items

Column type Definition

char(n) An ASCII string of n characters, 1 byte per character.
date Informix date type, 4 bytes long. The Informix date format is yyyy-mm-dd.
For example, May 19, 1998 would display as:
1998-05-19.
integer 4 byte integer
smallint 2 byte integer
smallfloat Informix floating point numerical type, 4 bytes long. The Informix smallfloat format
is a decimal type used for percentages, and includes a comma and a plus/minus
sign.

CMS database table items

This section provides a list of the database items. Not all database items will be available with every
CMS or switch release.
For additional information about specific database items, see the appropriate database items and
calculations document for your CMS release. Descriptions are provided for any items that are not
included in the database items and calculations document.
This section contains the following topics:
• Agent database items on page 96
• Agent Login/Logout database items on page 105
• Agent Trace database items on page 106
• Call Record database items on page 107
• Call Work Codes database items on page 109
• Exceptions historical database items on page 110
• Split/Skill database items on page 114
• Trunk Group database items on page 122
• Trunk database items on page 126
• Vector database items on page 128
• VDN database items on page 130
• Forecasting database tables on page 134
• Administrative database tables on page 136

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Database tables

Agent database items

The Agent database item descriptions apply only to historical items. Historical agent database items
apply to the following tables:
• Intrahour Agent (hagent)
• Daily Agent (dagent)
• Weekly Agent (wagent)
• Monthly Agent (magent)
Unless indicated otherwise, all items listed here are included in all four database tables.
Database item Data type Column type Length
ABNCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ABNTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ACCEPTEDINTRS C smallint 2 bytes
(hagent)
integer 4 bytes
(dagent, magent, wagent
ACD I smallint 2 bytes
(index)
ACD_RELEASE C integer 4 bytes
(not in hagent table)
ACDAUXOUTCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ACDCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ACDCALLS_R1 C integer 4 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

smallint 2 bytes
(hagent)
ACDCALLS_R2 C integer 4 bytes
smallint 2 bytes
(hagent)
ACDTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ACWINCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ACWINTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ACWOUTADJCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ACWOUTCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ACWOUTOFFCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ACWOUTOFFTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ACWOUTTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ACWTIME C integer 4 bytes
Table continues…

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Database tables

Database item Data type Column type Length

smallint 2 bytes
(hagent)
ANSRINGTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ASSISTS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
ATTRIB_ID A char(20) 20 byte
alphanumeric
string
AUXINCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
AUXINTIME C integer 4 bytes
smallint 2 bytes
(hagent)
AUXOUTADJCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
AUXOUTCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
AUXOUTOFFCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
AUXOUTOFFTIME C integer 4 bytes
smallint 2 bytes
(hagent)
Table continues…

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 CMS database table items

Database item Data type Column type Length

AUXOUTTIME C integer 4 bytes
smallint 2 bytes
(hagent)
CONFERENCE C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
DA_ABNCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
DA_ABNTIME C integer 4 bytes
smallint 2 bytes
(hagent)
DA_ACDCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
DA_ACDTIME C integer 4 bytes
smallint 2 bytes
(hagent)
DA_ACWINCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
DA_ACWINTIME C integer 4 bytes
smallint 2 bytes
(hagent)
DA_ACWOADJCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
DA_ACWOCALLS C smallint 2 bytes
(dagent, hagent)
Table continues…

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Database tables

Database item Data type Column type Length

integer 4 bytes
(magent, wagent)
DA_ACWOOFFCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
DA_ACWOOFFTIME C integer 4 bytes
smallint 2 bytes
(hagent)
DA_ACWOTIME C integer 4 bytes
smallint 2 bytes
(hagent)
DA_ACWTIME C integer 4 bytes
smallint 2 bytes
(hagent)
DA_ANSTIME C integer 4 bytes
smallint 2 bytes
(hagent table)
DA_ICRPULLCALLS C integer 4 bytes
DA_ICRPULLTIME C integer 4 bytes
DA_OTHERCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
DA_OTHERTIME C integer 4 bytes
smallint 2 bytes
(hagent)
DA_RELEASE C integer 4 bytes
EVENT1-EVENT9 C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
EXTENSION A char(16) 16 byte ASCII
text string
Table continues…

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 CMS database table items

Database item Data type Column type Length

HOLDABNCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
HOLDACDTIME C integer 4 bytes
HOLDCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
HOLDTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_ACDAUXINTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_ACDAUX_OUTTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_ACDOTHERTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_ACDTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_ACWINTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_ACWOUTTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_ACWTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_AUXINTIME C integer 4 bytes
Table continues…

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Database tables

Database item Data type Column type Length

smallint 2 bytes
(hagent)
I_AUXOUTTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_AUXSTBYTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_AUXTIME C integer 4 bytes
I_AUXTIME0 - 99 C integer 4 bytes
I_AUXTIME_R1 C integer 4 bytes
I_AUXTIME_R2 C integer 4 bytes
I_AVAILTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_DA_ACDTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_DA_ACWTIME C integer 4 bytes
smallint 2 bytes
(hagent table
I_OTHERSTBYTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_OTHERSTBYTIME_R1 C integer 4 bytes
smallint 2 bytes
(hagent)
I_OTHERSTBYTIME_R2 C integer 4 bytes
smallint 2 bytes
(hagent)
I_OTHERTIME C integer 4 bytes
smallint 2 bytes
(hagent)
I_RINGTIME C integer 4 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

smallint 2 bytes
(hagent)
I_STAFFTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ICRPULLCALLS C integer 4 bytes
ICRPULLTIME C integer 4 bytes
INCOMPLETE C smallint 2 bytes
INTRDELIVERIES C smallint 2 bytes
(hagent)
integer 4 bytes
(dagent, magent, wagent)
INTRNOTIFIES C smallint 2 bytes
(hagent)
integer 4 bytes
(dagent, magent, wagent)
INTRVL A smallint 2 bytes
(only in hagent table)
LOC_ID I smallint 2 bytes
LOGID A char(16) 16 byte ASCII
text string
(index)
NOANSREDIR C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
O_ACDCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
O_ACDTIME C integer 4 bytes
smallint 2 bytes
(hagent)
O_ACWTIME C integer 4 bytes
smallint 2 bytes
Table continues…

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Database tables

Database item Data type Column type Length

(hagent)
PHANTOMABNS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
REJECTEDINTRS C smallint 2 bytes
(hagent)
integer 4 bytes
(dagent, magent, wagent)
RINGCALLS C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)
RINGTIME C integer 4 bytes
smallint 2 bytes
(hagent)
ROW_DATE I date 4 byte Informix
date
(index)
RSV_LEVEL I smallint 2 bytes
(index)
SPLIT I smallint 2 bytes
(index)
STARTTIME I smallint 2 bytes
(only in hagent table)
STARTTIME_UTC I integer 4 bytes
(only in hagent only)
TENANT I integer 4 bytes
TI_AUXTIME C integer 4 bytes
smallint 2 bytes
(hagent)
TI_AUXTIME0 - 9 C integer 4 bytes
or
TI_AUXTIME0 - 99
TI_AVAILTIME C integer 4 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

smallint 2 bytes
(hagent)
TI_OTHERTIME C integer 4 bytes
smallint 2 bytes
(hagent)
TI_STAFFTIME C integer 4 bytes
smallint 2 bytes
(hagent)
TIMEZONE A char(40) 40 byte ASCII
text string
(dagent, wagent, magent)
TRANSFERRED C smallint 2 bytes
(dagent, hagent)
integer 4 bytes
(magent, wagent)

Agent Login/Logout database items

The Agent Login/Logout database items are historical items that apply to the Agent Login/Logout
(haglog) table.
Database item Column type Length
ACD smallint 2 bytes
(index)
ATTRIB_ID char(20) 20 byte alphanumeric string
EXTN char(16) 16 byte ASCII text string
INFLAG char(1) 1 byte ASCII text string
LOC_ID smallint 2 bytes
LOGID char(16) 16 byte ASCII text string
LOGIN integer 4 bytes
LOGIN_UTC integer 4 bytes
LOGONSKILL2-LOGONSKILL120 smallint 2 bytes
LOGOUT integer 4 bytes
LOGOUT_UTC integer 4 bytes
LOGOUT_DATE date 4 byte Informix date
LOGOUT_REASON smallint 2 bytes
OUTFLAG char(1) 1 byte ASCII text string
PREFERENCE integer 4 bytes
Table continues…

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Database tables

Database item Column type Length

SKLEVEL integer 4 bytes
SKLEVEL2020 integer 4 bytes
SKINTRTYPE smallint 2 bytes
SKINTRTYPE2-SKINTRTYPE120 smallint 2 bytes
SKPERCENT integer 4 bytes
SKPERCENT2-SKPERCENT120 integer 4 bytes
ROW_DATE date 4 byte Informix date
(index)
SKILLTYPE char(1) 1 byte ASCII text string
SKILLTYPE2-SKILLTYPE4 char(1) 1 byte ASCII text string
SPLIT smallint 2 bytes
(index)
TENANT integer 4 bytes

Agent Trace database items

The Agent Trace database item descriptions are historical items that apply specifically to the Agent
Trace (ag_actv) table.
Database item Column type Length
ACD smallint 2 bytes
(index)
AGT_RELEASED char(1) 1 byte ASCII text string
ASSIST_ACTV char(1) 1 byte ASCII text string
ATTRIB_ID char(20) 20 byte alphanumeric string
AUXREASON smallint 2 bytes
CALLER_HOLD char(1) 1 byte ASCII text string
CALLING_II char(2) 2 byte ASCII text string
CALLING_PTY char(24) 24 byte ASCII text string
CONFERENCE char(1) 1 byte ASCII text string
DIGITS_DIALED char(16) 16 byte ASCII text string
DIRECTION smallint 2 bytes
DURATION integer 4 bytes
EVENT_TIME integer 4 bytes
EXT_CALL_ORIG char(1) 1 byte ASCII text string
Table continues…

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 CMS database table items

Database item Column type Length

INTERRUPTED char(1) 1 byte ASCII text string
KEYBD_DIALED char(1) 1 byte ASCII text string
LOC_ID smallint 2 bytes
LOGID char(16) 16 byte ASCII text string
(index)
LOGOUTREASON smallint 2 bytes
MCT char(1) 1 byte ASCII text string
RECONNECT char(1) 1 byte ASCII text string
ROW_DATE date 4 byte Informix date
(index)
SPLIT smallint 2 bytes
STARTTIME smallint 2 bytes
STARTTIME_UTC integer 4 bytes
TENANT integer 4 bytes
TRANSFERRED char(1) 1 byte ASCII text string
UCID char(20) 20 byte ASCII text string
WMODE_SEQ smallint 2 bytes
WORKCODE char(16) 16 byte ASCII text string
WORKMODE smallint 2 bytes

Call Record database items

The Call Record database item descriptions are historical items that apply specifically to the Call
Record (call_rec) table.
Database item Column type Length
ACD smallint 2 bytes
(index)
ACWTIME integer 4 bytes
AGENTSKILLLEVEL smallint 2 bytes
AGENTSURPLUS smallint 2 bytes
AGT_RELEASED smallint 2 bytes
ANSHOLDTIME integer 4 bytes
ANSLOCID smallint 2 bytes
ANSLOGIN char(16) 16 byte ASCII text string
Table continues…

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Database tables

Database item Column type Length

ANSREASON smallint 2 bytes
ANS_ATTRIB_ID char(20) 20 byte alphanumeric string
ASAI_UUI char(96) 2 bytes
ASSIST smallint 2 bytes
AUDIO smallint 2 bytes
CALLID integer 4 bytes
CALLING_II char(2) 2 byte ASCII text string
CALLING_PTY char(24) 24 byte ASCII string
CONFERENCE smallint 2 bytes
CONSULTTIME integer 4 bytes
CWC1-CWC5 char(16) 16 byte ASCII text string
DA_QUEUED smallint 2 bytes
DIALED_NUM char(24) 24 byte ASCII text string
DISPIVECTOR smallint 2 bytes
DISPOSITION smallint 2 bytes
DISPPRIORITY smallint 2 bytes
DISPSKLEVEL smallint 2 bytes
DISPSPLIT smallint 2 bytes
DISPTIME integer 4 bytes
DISPVDN char(16) 16 byte ASCII text string
DURATION integer 4 bytes
EQLOC char(9) 9 byte ASCII text string
EQLOCID smallint 2 bytes
EVENT1-EVENT9 smallint 2 bytes
FIRSTIVECTOR smallint 2 bytes
FIRSTVDN char(16) 16 byte ASCII text string
HELD smallint 2 bytes
HOLDABN smallint 2 bytes
ICRPULLREASON smallint 2 bytes
ICRRESENT smallint 2 bytes
INTERRUPTDEL smallint 2 bytes
LASTCWC char(16) 16 byte ASCII text string
LASTDIGITS char(16) 16 byte ASCII text string
LASTOBSERVER char(16) 16 byte ASCII text string
MALICIOUS smallint 2 bytes
Table continues…

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 CMS database table items

Database item Column type Length

NETINTIME integer 4 bytes
OBSERVINGCALL smallint 2 bytes
OBSLOCID smallint 2 bytes
OBS_ATTRIB_ID char(20) 20 byte alphanumeric string
ORIGHOLDTIME integer 4 bytes
ORIGLOCID smallint 2 bytes
ORIGLOGIN char(16) 16 byte ASCII text string
ORIGREASON smallint 2 bytes
ORIG_ATTRIB_ID char(20) 20 byte alphanumeric string
PREFSKILLLEVEL smallint 2 bytes
QUEUETIME integer 4 bytes
RINGTIME integer 4 bytes
ROW_DATE date 4 byte Informix date
ROW_TIME smallint 2 bytes
SEGMENT smallint 2 bytes
SEGSTART integer 4 bytes
SEGSTART_UTC integer 4 bytes
SEGSTOP integer 4 bytes
SEGSTOP_UTC integer 4 bytes
SEQNUM integer 4 bytes
SPLIT1 smallint 2 bytes
SPLIT2 smallint 2 bytes
SPLIT3 smallint 2 bytes
TALKTIME integer 4 bytes
TENANT integer 4 bytes
TKGRP smallint 2 bytes
TRANSFERRED smallint 2 bytes
UCID char(20) 20-byte ASCII text string
UUI_LEN smallint 2 bytes
VDN2-9 char(16) 16 byte ASCII text string

Call Work Codes database items

The Call Work Codes database item descriptions apply to historical items. Historical call work codes
database items apply to the following tables:
• Intrahour Call Work Codes (hcwc)

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Database tables

• Daily Call Work Codes (dcwc)

• Weekly Call Work Codes (wcwc)
• Monthly Call Work Codes (mcwc)
Unless indicated otherwise, all items listed here are included in all four database tables.
Database item Datatype Column type Length
ACD I smallint 2 bytes
(index)
ACDCALLS C integer 4 bytes
smallint 2 bytes
(hcwc)
ACDTIME C integer 4 bytes
ACWTIME C integer 4 bytes
CWC I char(16) 16 byte ASCII
text string
(index)
INCOMPLETE C smallint 2 bytes
INTRVL A smallint 2 bytes
(hcwc only)
ROW_DATE I date 4 byte Informix
date
(index)
STARTTIME I smallint (hcwc only) 2 bytes
STARTTIME_UTC I integer (hcwc only) 4 bytes
TENANT I integer 4 bytes
TIMEZONE A char(40) 40 byte ASCII
text string
(dcwc, wcwc, mcwc)

Exceptions historical database items

CMS stores exception types using the numerical values, then translates the numbers into the text
you see in standard exception reports.
This section contains the following exception tables:
• Agent Exceptions database items on page 111
• Split/Skill Exceptions database items on page 111
• Trunk Group Exceptions database items on page 112
• VDN Exceptions database items on page 112
• Vector Exceptions database items on page 113
• Malicious Call Trace Exceptions database items on page 113

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 CMS database table items

• Data Collection Exceptions database items on page 114

• Disk Full Exceptions database items on page 114

Agent Exceptions database items

The Agent Exceptions database items apply to the Agent Exceptions (agex) table.
Database item Column type Length
ACD smallint 2 bytes
ATTRIB_ID char(20) 20 byte alphanumeric string
EXTYPE smallint 2 bytes
LOGID char(16) 16 byte ASCII text string
REASON_CODE smallint 2 bytes
ROW_DATE date 4 byte Informix date
(index)
ROW_TIME smallint 2 bytes
ROW_TIME_UTC integer 4 bytes
SEQNO integer 4 bytes
SPLIT smallint 2 bytes
TENANT integer 4 bytes
THRESHOLD smallint 2 bytes
TIME smallint 2 bytes
AGLOCID smallint 2 bytes

Split/Skill Exceptions database items

The Split/Skill Exceptions database items apply to the Split/Skill Exceptions (spex) table.
Database item Column type Length
ACD smallint 2 bytes
EXTYPE smallint 2 bytes
ROW_DATE date 4 byte Informix date
(index)
ROW_TIME smallint 2 bytes
ROW_TIME_UTC integer 4 bytes
SEQNO integer 4 bytes
SPLIT smallint 2 bytes
TENANT integer 4 bytes
THRESHOLD smallint 2 bytes
TIME smallint 2 bytes

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Database tables

Trunk Group Exceptions database items

The Trunk Group Exceptions database items apply to the Trunk Group Exceptions (tgex) table.
Database item Column type Length
ACD smallint 2 bytes
(index)
ATTRIB_ID char(20) 20 byte alphanumeric string
EXTYPE smallint 2 bytes
EQLOC char(9) 9 byte ASCII text string
LOGID char(16) 16 byte ASCII text string
ROW_DATE date 4 byte Informix date
ROW_TIME smallint 2 bytes
ROW_TIME_UTC integer 4 bytes
SEQNO integer 4 bytes
TENANT integer 4 bytes
THRESHOLD smallint 2 bytes
TIME smallint 2 bytes
TKGRP smallint 2 bytes

VDN Exceptions database items

The VDN Exceptions database items apply to the VDN Exceptions (vdnex) table. VDN exceptions
are only available with the Vectoring feature.
Database item Column type Length
ACD smallint 2 bytes
(index)
EXTYPE smallint 2 bytes
ROW_DATE date 4 byte Informix date
ROW_TIME smallint 2 bytes
ROW_TIME_UTC integer 4 bytes
SEQNO integer 4 bytes
TENANT integer 4 bytes
THRESHOLD smallint 2 bytes
TIME smallint 2 bytes
VDN char(16) 16 byte ASCII text string
VECTOR smallint 2 bytes

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 CMS database table items

Vector Exceptions database items

The Vector Exceptions database items apply to the Vector Exceptions (vecex) table. Vector
exceptions are only available with the Vectoring feature.
Database item Column type Length
ACD smallint 2 bytes
(index)
EXTYPE smallint 2 bytes
ROW_DATE date 4 byte Informix date
ROW_TIME smallint 2 bytes
ROW_TIME_UTC integer 4 bytes
SEQNO integer 4 bytes
TENANT integer 4 bytes
THRESHOLD smallint 2 bytes
TIME smallint 2 bytes
VECTOR smallint 2 bytes

Malicious Call Trace Exceptions database items

The Malicious Call Trace Exceptions database items apply to the Malicious Call Trace Exceptions
(mctex) table.
Database item Column type Length
ACD smallint 2 bytes
(index)
ANI_SID char(8) 8 byte ASCII text string
ATTRIB_ID char(20) 20 byte alphanumeric string
EQLOC char(9) 9 byte ASCII text string
II_DIGITS smallint 2 bytes
LOGID char(16) 16 byte ASCII text string
ROW_DATE date 4 byte Informix date
ROW_TIME smallint 2 bytes
ROW_TIME_UTC integer 4 bytes
SEQNO integer 4 bytes
SPLIT smallint 2 bytes
TENANT integer 4 bytes
TKGRP smallint 2 bytes
VDN char(16) 16 byte ASCII text string

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Database tables

Data Collection Exceptions database items

The Data Collection Exceptions database items apply to the Data Collection Exceptions (linkex)
table.
Database item Column type Length
ACD smallint 2 bytes
(index)
DURATION integer 4 bytes
REASON smallint 2 bytes
ROW_DATE date 4 byte Informix date
ROW_TIME smallint 2 bytes
ROW_TIME_UTC integer 4 bytes
SEQNO integer 4 bytes
THRESHOLD smallint 2 bytes

Disk Full Exceptions database items

The Disk Full Exceptions database items apply to the Disk Full Exceptions (fullex) table.
Database item Description Column type Length
PROC_NAME The name of the process that failed char(30) 30 byte ASCII
because the disk was full. text string
ROW_DATE The date at which the disk became date 4 byte Informix
full. date
ROW_TIME The time at which the disk became smallint 2 bytes
full.
ROW_TIME_UTC The UTC time at which the disk integer 4 bytes
became full.
SEQNO The sequence number of this record. smallint 2 bytes
TASK_GRP The activity that failed because the char(2) 2 byte ASCII text
disk was full. string

Split/Skill database items

The Split/Skill database item descriptions apply to historical items. Historical split/skill database
items apply to the following tables:
• Intrahour Split/Skill (hsplit)
• Daily Split/Skill (dsplit)
• Weekly Split/Skill (wsplit)
• Monthly Split/Skill (msplit)

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 CMS database table items

Unless indicated otherwise, all of the database items listed here are included in all four database
tables.
Database item Data type Column type Length
ABNCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
ABNCALLS1-ABNCALLS10 C integer 4 bytes
smallint 2 bytes
(hsplit)
ABNRINGCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
ABNTIME C integer 4 bytes
ACCEPTABLE C integer 4 bytes
ACD C integer 4 bytes
(index) smallint 2 bytes
(hsplit)
ACDAUXOUTCALLS A smallint 2 bytes
ACDCALLS C integer 4 bytes
smallint in hsplit table 2 bytes in hsplit
table
ACDCALLS1-ACDCALLS10 C integer 4 bytes
smallint 2 bytes
(hsplit)
ACDCALLS_R1 C integer 4 bytes
smallint 2 bytes
(hsplit)
ACDCALLS_R2 C integer 4 bytes
smallint 2 bytes
(hsplit)
ACDTIME C integer 4 bytes
smallint 2 bytes
(hsplit)
ACWINCALLS C integer 4 bytes
ACWINTIME C integer 4 bytes
smallint 2 bytes
Table continues…

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Database tables

Database item Data type Column type Length

(hsplit)
ACWOUTADJCALLS C integer 4 bytes
ACWOUTCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
ACWOUTOFFCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
ACWOUTOFFTIME C integer 4 bytes
smallint 2 bytes
(hsplit)
ACWOUTTIME C integer 4 bytes
ACWTIME C integer 4 bytes
AGSURPDELIVERIES C integer 4 bytes
AGSURPNPREFCALLS C integer 4 bytes
AGSURPPREFCALLS C integer 4 bytes
ANSTIME C integer 4 bytes
ASSISTS C integer 4 bytes
ASSISTS C smallint 2 bytes
(hsplit)
AUXINCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
AUXINTIME C integer 4 bytes
AUXOUTADJCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
AUXOUTCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
AUXOUTOFFCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
AUXOUTOFFTIME C integer 4 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

AUXOUTTIME C integer 4 bytes
BACKUPCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
BUSYCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
BUSYTIME C integer 4 bytes
CALLSOFFERED C integer 4 bytes
smallint 2 bytes
(hsplit)
CALLSURPDELIVERIES C integer 4 bytes
CONFERENCE C integer 4 bytes
smallint 2 bytes
(hsplit)
DA_ACWINCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
DA_ACWINTIME C integer 4 bytes
DA_ACWOCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
DA_ACWOTIME C integer 4 bytes
DEQUECALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
DEQUETIME C integer 4 bytes
DISCCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
DISCTIME C integer 4 bytes
EVENT1-EVENT9 C integer 4 bytes
smallint 2 bytes
(hsplit)
Table continues…

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Database tables

Database item Data type Column type Length

HIGHCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
HOLDABNCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
HOLDCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
HOLDTIME C integer 4 bytes
I_ACDAUXINTIME C integer 4 bytes
I_ACDAUX_OUTTIME C integer 4 bytes
I_ACDOTHERTIME C integer 4 bytes
I_ACDTIME C integer 4 bytes
I_ACDTIME_R1 C integer 4 bytes
I_ACDTIME_R2 C integer 4 bytes
I_ACWINTIME C integer 4 bytes
I_ACWOUTTIME C integer 4 bytes
I_ACWTIME C integer 4 bytes
I_ACWTIME_R1 C integer 4 bytes
I_ACWTIME_R2 3 C integer 4 bytes
I_ARRIVED C integer 4 bytes
I_AUXINTIME C integer 4 bytes
I_AUXOUTTIME C integer 4 bytes
I_AUXTIME C integer 4 bytes
I_AUXTIME0 C integer 4 bytes
I_AUXTIME1-9 C integer 4 bytes
I_AUXSTBYTIME_R1 C integer 4 bytes
I_AUXSTBYTIME_R2 C integer 4 bvytes
I_AUXTIME_R1 C integer 4 bytes
I_AUXTIME_R2 C integer 4 bytes
I_AVAILTIME C integer 4 bytes
I_DA_ACDTIME C integer 4 bytes
I_DA_ACWTIME C integer 4 bytes
I_NORMTIME C integer 4 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

I_OL1TIME C integer 4 bytes
I_OL2TIME C integer 4 bytes
I_OTHERSTBYTIME_R1 C integer 4 bytes
I_OTHERSTBYTIME_R2 C integer 4 bytes
I_OTHERTIME C integer 4 bytes
I_OTHERTIME_R1 C integer 4 bytes
I_OTHERTIME_R2 C integer 4 bytes
I_RINGTIME C integer 4 bytes
I_RINGTIME_R1 C integer 4 bytes
I_RINGTIME_R2 C integer 4 bytes
I_STAFFTIME C integer 4 bytes
I_TAUXTIME C integer 4 bytes
I_TAVAILTIME C integer 4 bytes
I_TOTHERTIME C integer 4 bytes
ICRPULLCALLS C integer 4 bytes
ICRPULLRINGCALLS C integer 4 bytes
ICRPULLTIME C integer 4 bytes
INCOMPLETE C smallint 2 bytes
INFLOWCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
INTERFLOWCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
INTRDELIVERIES C integer 4 bytes
INTRVL A smallint 2 bytes
(only in hsplit)
LOWCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
MAXINQUEUE M integer 4 bytes
smallint 2 bytes
(hsplit)
MAXOCWTIME M integer 4 bytes
MAXSTAFFED M integer 4 bytes
Table continues…

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Database tables

Database item Data type Column type Length

smallint 2 bytes
(hsplit)
MAXTOP M integer 4 bytes
MAX_TOT_PERCENTS C integer 4 bytes
MEDCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
NOANSREDIR C integer 4 bytes
smallint 2 bytes
(hsplit)
O_ABNCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
O_ACDCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
O_ACDTIME C integer 4 bytes
O_ACWTIME C integer 4 bytes
O_OTHERCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
OTHERCALLS C integer 4 bytes
OTHERTIME C integer 4 bytes
OUTFLOWCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
OUTFLOWTIME C integer 4 bytes
PERIOD1-PERIOD9 A smallint 2 bytes
PERIODCHG A integer 4 bytes
smallint (hsplit) 2 bytes
PHANTOMABNS C integer 4 bytes
smallint 2 bytes
(hsplit)
REDIRECTCALLS C integer 4 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

RINGCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
RINGTIME C integer 4 bytes
ROW_DATE I date 4 bytes Informix
date
(index)
RSV_LEVEL smallint 2 bytes
SERVICELEVEL A integer 4 bytes
smallint 2 bytes
(hsplit)
SLVLABNS C integer 4 bytes
SLVLOUTFLOWS C integer 4 bytes
SPLIT I smallint 2 bytes
(index)
STARTTIME I smallint 2 bytes
(only in hsplit table)
STARTTIME_UTC I integer 4 bytes
(only in hsplit table)
SVCLEVELCHG A integer 4 bytes
smallint 2 bytes
(hsplit)
TENANT I integer 4 bytes
TIMEZONE A char(40) 40 byte ASCII
text string
(dsplit, wsplit, msplit)
TOPCALLS C integer 4 bytes
smallint 2 bytes
(hsplit)
TRANSFERRED C integer 4 bytes
smallint 2 bytes
(hsplit)

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Database tables

Trunk Group database items

The Trunk Group database item descriptions apply to historical items. Historical trunk group
database items apply to the following tables:
• Intrahour Trunk Group (htkgrp)
• Daily Trunk Group (dtkgrp)
• Weekly Trunk Group (wtkgrp)
• Monthly Trunk Group (mtkgrp)
Unless indicated otherwise, items listed here are included in all four database tables.
Database item Data type Column type Length
ABNCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
ABNQUECALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
ABNRINGCALLS C integer 4 bytes
ABNVECCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
ACD I smallint 2 bytes
(index)
ACDCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
ACDCALLS_R1 C integer 4 bytes
smallint 2 bytes
(htkgrp)
ACDCALLS_R2 C integer 4 bytes
smallint 2 bytes
(htkgrp)
ALLINUSETIME C integer 4 bytes
AUDIO C integer 4 bytes
smallint 2 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

(htkgrp)
BACKUPCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_ABNCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_ACDCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_ALLINUSETIME B integer 4 bytes
BH_BUSYCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_DISCCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_INCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_INTERVAL B integer 4 bytes
(only in dtkgrp table)
BH_INTIME B integer 4 bytes
BH_OABNCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_OACDCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_OOTHERCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_OTHERCALLS B integer 4 bytes
smallint 2 bytes
Table continues…

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Database tables

Database item Data type Column type Length

(htkgrp)
BH_OUTCALLS B integer 4 bytes
smallint 2 bytes
(htkgrp)
BH_OUTTIME B integer 4 bytes
BH_STARTTIME B integer 4 bytes
BLOCKAGE C integer 4 bytes
smallint 2 bytes
(htkgrp)
BUSYCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
COMPLETED C integer 4 bytes
smallint 2 bytes
(htkgrp)
CONNECTCALLS C integer 4 bytes
DISCCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
FAILURES C integer 4 bytes
smallint 2 bytes
(htkgrp)
I_INOCC C integer 4 bytes
I_OUTOCC C integer 4 bytes
ICRPULLCALLS C integer 4 bytes
ICRPULLQUECALLS C integer 4 bytes
ICRPULLRINGCALLS C integer 4 bytes
ICRPULLVECCALLS C integer 4 bytes
INCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
INCOMPLETE C smallint 2 bytes
INTIME C integer 4 bytes
INTRVL A smallint 2 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

(only in htkgrp table)
MBUSYTIME C integer 4 bytes
O_ABNCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
O_ACDCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
O_OTHERCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
OTHERCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
OUTCALLS C integer 4 bytes
smallint 2 bytes
(htkgrp)
OUTTIME C integer 4 bytes
ROW_DATE I date 4 byte Informix
date
(index)
SETUPTIME C integer 4 bytes
SHORTCALLS C integer 4 bytes
SPLIT A smallint 2 bytes
STARTTIME I smallint 2 bytes
(only in htkgrp table)
STARTTIME_UTC I integer 4 bytes
(only in htkgrp table)
TENANT I integer 4 bytes
TIMEZONE A char(40) 40 byte ASCII
text string
(dtkgrp, wtkgrp, mtkgrp)
TKGRP I smallint 2 bytes
(index)
TRANSFERRED C integer 4 bytes
smallint 2 bytes
Table continues…

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Database tables

Database item Data type Column type Length

(htkgrp)
TRUNKS A smallint 2 bytes
VDN A char(16) 16 byte ASCII
text string
VECTOR A smallint 2 bytes

Trunk database items

The Trunk database item descriptions apply to historical items. Historical trunk database items apply
to the following tables:
• Intrahour Trunk (htrunk)
• Daily Trunk (dtrunk)
• Weekly Trunk Group (wtrunk)
• Monthly Trunk (mtrunk)
Unless indicated otherwise, all items listed here are included in all four database tables.
Database item Data type Column type Length
ABNCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
ACD I smallint 2 bytes
(index)
ACDCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
ACDCALLS_R1 C integer 4 bytes
smallint 2 bytes
(htrunk)
ACDCALLS_R2 C integer 4 bytes
smallint 2 bytes
(htrunk)
AUDIO C integer 4 bytes
smallint 2 bytes
(htrunk)
Table continues…

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 CMS database table items

Database item Data type Column type Length

EQLOC A char(8) 8 byte ASCII text
string
(index)
FAILURES C integer 4 bytes
smallint 2 bytes
(htrunk)
I_INOCC C integer 4 bytes
smallint 2 bytes
(htrunk)
I_OUTOCC C integer 4 bytes
smallint 2 bytes
(htrunk)
ICRPULLCALLS C integer 4 bytes
INCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
INCOMPLETE C smallint 2 bytes
INTIME C integer 4 bytes
smallint 2 bytes
(htrunk)
INTRVL A smallint 2 bytes
(only in htrunk table)
LOC_ID A smallint 2 bytes
MBUSYTIME C integer 4 bytes
smallint 2 bytes
(htrunk)
O_ABNCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
O_ACDCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
O_OTHERCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
Table continues…

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Database tables

Database item Data type Column type Length

OUTCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
OTHERCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
OUTTIME C integer 4 bytes
smallint 2 bytes
(htrunk)
ROW_DATE I date 4 byte Informix
date
(index)
SHORTCALLS C integer 4 bytes
smallint 2 bytes
(htrunk)
STARTTIME I smallint 2 bytes
(only in htrunk table)
STARTTIME_UTC I integer 4 bytes
(only in htrunk table)
TENANT I integer 4 bytes
TIMEZONE A char(40) 40 byte ASCII
text string
(dtrunk, wtrunk, mtrunk)
TKGRP A smallint 2 bytes
(index)

Vector database items

The Vector database item descriptions apply to historical items. Vector database items are only
available if you purchased the optional Vectoring feature.
Historical vector database items apply to the following tables:
• Intrahour Vector (hvector)
• Daily Vector (dvector)
• Weekly Vector (wvector)
• Monthly Vector (mvector)
Unless indicated otherwise, all items listed here are included in all four database tables.

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 CMS database table items

Database item Data type Column type Length

ABNCALLS C integer 4 bytes
ABNQUECALLS C integer 4 bytes
ABNRINGCALLS C integer 4 bytes
ABNTIME C integer 4 bytes
ACD I smallint 2 bytes
(index)
ACDCALLS C integer 4 bytes
ACDCALLS_R1 C integer 4 bytes
ACDCALLS_R2 C integer 4 bytes
ADJATTEMPTS C integer 4 bytes
ADJROUTED C integer 4 bytes
ANSTIME C integer 4 bytes
BACKUPCALLS C integer 4 bytes
BUSYCALLS C integer 4 bytes
BUSYTIME C integer 4 bytes
DEFLECTCALLS C integer 4 bytes
DISCCALLS C integer 4 bytes
DISCTIME C integer 4 bytes
GOTOCALLS C integer 4 bytes
GOTOTIME C integer 4 bytes
INCALLS C integer 4 bytes
ICRPULLCALLS C integer 4 bytes
ICRPULLQUECALLS C integer 4 bytes
ICRPULLRINGCALLS C integer 4 bytes
ICRPULLTIME C integer 4 bytes
INCOMPLETE C smallint 2 bytes
INFLOWCALLS C integer 4 bytes
INTERFLOWCALLS C integer 4 bytes
INTIME C integer 4 bytes
INTRVL A smallint 2 bytes
(only in hvector table)
LOOKATTEMPTS C integer 4 bytes
LOOKFLOWCALLS C integer 4 bytes
NETDISCCALLS C integer 4 bytes
NETPOLLS C integer 4 bytes
Table continues…

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Database tables

Database item Data type Column type Length

smallint 2 bytes
(hvector)
OTHERCALLS C integer 4 bytes
OTHERTIME C integer 4 bytes
OUTFLOWCALLS C integer 4 bytes
OUTFLOWTIME C integer 4 bytes
PHANTOMABNS C integer 4 bytes
RINGCALLS C integer 4 bytes
RINGTIME C integer 4 bytes
ROW_DATE I date 4 byte Informix
date
(index)
STARTTIME I smallint 2 bytes
(only in hvector table)
STARTTIME_UTC I integer 4 bytes
(only in hvector table)
TENANT I integer 4 bytes
TIMEZONE A char(40) 40 byte ASCII
text string
(dvector, wvector, mvector)
VDISCCALLS C integer 4 bytes
VECTOR I smallint 2 bytes
(index)

VDN database items

The VDN Database item descriptions apply to historical items. VDN database items are only
available if you purchased the optional Vectoring feature.
Historical VDN database items apply to the following tables:
• Intrahour VDN (hvdn)
• Daily VDN (dvdn)
• Weekly VDN (wvdn)
• Monthly VDN (mvdn)
Unless indicated otherwise, all items listed here are included in all four database tables.
Database item Data type Column type Length
ABNCALLS C integer 4 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

ABNCALLS1-ABNCALLS10 C integer 4 bytes
ABNQUECALLS C integer 4 bytes
ABNRINGCALLS C integer 4 bytes
ABNTIME C integer 4 bytes
ACCEPTABLE C integer 4 bytes
ACD I smallint 2 bytes
(index)
ACDCALLS C integer 4 bytes
ACDCALLS _R1 C integer 4 bytes
ACDCALLS _R2 C integer 4 bytes
ACDTIME C integer 4 bytes
ACWTIME C integer 4 bytes
ADJATTEMPTS C integer 4 bytes
ADJROUTED C integer 4 bytes
AGSURPDELIVERIES C integer 4 bytes
AGSURPNPREFCALLS C integer 4 bytes
AGSURPPREFCALLS C integer 4 bytes
ANSCONNCALLS 1-10 C integer 4 bytes
ANSTIME C integer 4 bytes
BACKUPCALLS C integer 4 bytes
BH_ABNCALLS B integer 4 bytes
smallint 2 bytes
(hvdn)
BH_ACDCALLS B integer 4 bytes
smallint 2 bytes
(hvdn)
BH_ACDTIME B integer 4 bytes
smallint 2 bytes
(hvdn)
BH_BUSYCALLS B integer 4 bytes
smallint 2 bytes
(hvdn)
BH_DISCCALLS B integer 4 bytes
smallint 2 bytes
(hvdn)
Table continues…

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Database tables

Database item Data type Column type Length

BH_INTERVAL B integer 4 bytes
(only in dvdn table)
BH_OTHERCALLS B integer 4 bytes
smallint 2 bytes
(hvdn)
BH_STARTTIME B integer 4 bytes
smallint 2 bytes
(hvdn)
BH_VDNCALLS B integer 4 bytes
smallint 2 bytes
(hvdn)
BSRPLAN A smallint 2 bytes
BUSYCALLS C integer 4 bytes
BUSYTIME C integer 4 bytes
CALLSURPDELIVERIES C integer 4 bytes
CONNECTCALLS C integer 4 bytes
CONNECTTIME C integer 4 bytes
CONNTALKTIME C integer 4 bytes
smallint 2 bytes
(hvdn)
DEFLECTCALLS C integer 4 bytes
DISCCALLS C integer 4 bytes
DISCTIME C integer 4 bytes
HOLDABNCALLS C integer 4 bytes
HOLDACDCALLS C integer 4 bytes
HOLDACDTIME C integer 4 bytes
HOLDCALLS C integer 4 bytes
HOLDTIME C integer 4 bytes
I_ARRIVED C integer 4 bytes
ICRPULLCALLS C integer 4 bytes
ICRPULLQUECALLS C integer 4 bytes
ICRPULLRINGCALLS C integer 4 bytes
ICRPULLTIME C integer 4 bytes
INCALLS C integer 4 bytes
INCOMPLETE C smallint 2 bytes
Table continues…

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 CMS database table items

Database item Data type Column type Length

INFLOWCALLS C integer 4 bytes
INTERFLOWCALLS C integer 4 bytes
smallint 2 bytes
(hvdn)
INTIME C integer 4 bytes
INTRVL A smallint 2 bytes
(only in hvdn table)
LOOKATTEMPTS C integer 4 bytes
LOOKFLOWCALLS C integer 4 bytes
MAXOCWTIME M integer 4 bytes
smallint 2 bytes
(hvdn)
MAXWAITING M integer 4 bytes
NETDISCCALLS C integer 4 bytes
NETINCALLS C integer 4 bytes
NETINTIME C integer 4 bytes
NETPOLLS C integer 4 bytes
smallint 2 bytes
(hvdn)
NOANSREDIR C integer 4 bytes
NUMTGS A integer 4 bytes
OTHERCALLS C integer 4 bytes
OTHERTIME C integer 4 bytes
OUTFLOWCALLS C integer 4 bytes
OUTFLOWTIME C integer 4 bytes
PERIOD1-PERIOD9 A smallint 2 bytes
PERIODCHG A integer 4 bytes
smallint 2 bytes
(hvdn)
PHANTOMABNS C integer 4 bytes
RETURNCALLS C integer 4 bytes
RINGCALLS C integer 4 bytes
RINGTIME C integer 4 bytes
ROW_DATE I date 4 byte Informix
date
(index)
Table continues…

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Database tables

Database item Data type Column type Length

SERVICELEVEL A integer 4 bytes
smallint 2 bytes
(hvdn)
SKILLACWTIME1- C integer 4 bytes
SKILLACWTIME3
SKILLCALLS1- C integer 4 bytes
SKILLCALLS3
SKILLTIME1-SKILLTIME3 C integer 4 bytes
SKILL1-SKILL3 A smallint 2 bytes
SLVLABNS C integer 4 bytes
SLVLOUTFLOWS C integer 4 bytes
STARTTIME I smallint 2 bytes
(only in hvdn table)
STARTTIME_UTC I integer 4 bytes
(only in hvdn table))
SVCLEVELCHG A integer 4 bytes
smallint 2 bytes
(hvdn)
TENANT I integer 4 bytes
TIMEZONE A char(40) 40 byte ASCII
text string
(dvdn, wvdn, mvdn)
TRANSFERRED C integer 4 bytes
VDISCCALLS C integer 4 bytes
VDN I char(16) 16 byte ASCII
text string
(index)
VECTOR A smallint 2 bytes
(index)

Forecasting database tables

The Forecasting database tables are only available if you purchased the optional Avaya CMS
Forecast package.
This section contains the following topics:
• Current Day Configuration database items on page 135
• Current Day Report database items on page 135

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Current Day Configuration database items

The Current Day Configuration database items apply to the Current Day (f_cday) table.
Database item Column type Length
ACD smallint 2 bytes
(index)
CHANGE smallfloat 4 byte Informix floating point type
CHPROF smallint 2 bytes
FMETHOD smallint 2 bytes
HDATE1-HDATE4 date 4 byte Informix date
ROW_DATE date 4 byte Informix date
(index)
SPLIT smallint 2 bytes
(index)
TRENDBASE date 4 byte Informix date
WT1-WT4 smallint 2 bytes

Current Day Report database items

The Current Day Report database items apply to the Current Day Report (f_cdayrep) table.
Database item Column type Length
ACD smallint 2 bytes
(index)
AGOCC smallfloat 4 byte Informix floating point type
AVGAGSERV smallint 2 bytes
AVGSPEEDANS smallint 2 bytes
FCALLS integer 4 bytes
INTRVL smallint 2 bytes
NUMAGREQ smallint 2 bytes
RAGOCC smallfloat 4 byte Informix floating point type
RAVGSPEEDANS smallint 2 bytes
ROW_DATE date 4 byte Informix date
(index)
RSERVLEVELP smallfloat 4 byte Informix floating point type
SERVLEVELP smallfloat 4 byte Informix floating point type
SERVLEVELT smallint 2 bytes
SPLIT smallint 2 bytes
Table continues…

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Database tables

Database item Column type Length

(index)
STARTTIME smallint 2 bytes

Administrative database tables

Administrative database tables require read permission from the Maintenance sub-menu. Most of
these database items require you to enter additional information in order to become functional.
Administrative database tables are available with any CMS or switch release.
This section contains the following topics:
• Data Collection Period database items on page 136
• Archiver Execution Status database items on page 137
• Customer Log database items on page 138
• Agent Group database items on page 138
• Synonyms database items on page 138
• ACD Shifts database items on page 139
• Database Items on page 140

Data Collection Period database items

The Administrative data collection period database items apply to the following tables:
• Daily Data Collection Period (d_secs)
• Weekly Data Collection Period (w_secs)
• Monthly Data Collection Period (m_secs)
The tables indicate the number of seconds in the data collection period (daily, weekly, monthly).
Unless indicated otherwise, all items listed here are included in all three database tables.
Database item Description Data type Column type Length
ACD The ACD number for which A smallint 2 bytes
data was collected.
(index)
ROW_DATE The day for which data was A date 4 byte Informix
collected or the exception date
occurred.
SECSPERDAY The number of seconds in A integer 4 bytes
the daily data collection
(only in d_secs
period
table)
Table continues…

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 CMS database table items

Database item Description Data type Column type Length

SECSPERMN The number of seconds in A integer 4 bytes
the monthly data collection
(only in m_secs
period.
table)
SECSPERWK The number of seconds in A integer 4 bytes
the weekly data collection
(only in w_secs
period.
table)

Archiver Execution Status database items

The Archiver Execution Status database item descriptions apply specifically to items in the Archiver
Execution Status (arch_stat) table. The table contains status information on recent archiver
executions, and displays status and the next run scheduled.
Database item Description Data type Column type Length
ACD The ACD number for which A smallint 2 bytes
data was collected.
(index)
ARCH_TYPE The type of archiver A char(20) 20 byte ASCII
executions being run. text string
(index)
Values are: 1 = interval, 2 =
daily, 3 = weekly, 4 =
monthly.
LAST_TIME The last time the archiver A char(20) 20 byte ASCII
execution was run. text string
STATUS The status of the archiver A char(9) 9 byte ASCII text
execution. This field string
indicates if the execution
was not run, is currently
running, or has finished.
Values are:
1 = not run
2 = finished, the archive
was successful
3 = finished, the archive
had a failure
4 = running
If the status field displays 3,
for finished, but had a
failure, you should consult
the error log (customer_log
table) and the archive log
for the reason prior to
troubleshooting.

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Database tables

Customer Log database items

The Customer Log database items apply to the Customer Log (customer_log) table. The table
contains customer error log information on recent archiver executions. The information includes the
error code, the date the error occurred, the severity, the associated event, and a description of the
error. The Customer Log table is not backed up by the CMS Maintenance backup.
Database item Description Data type Column type Length
ACD_ID The ACD number for which A integer 4 bytes
data was collected.
COUNTS The number of occurrences A integer 4 bytes
of the error.
DATE_OCCURR The date that the error A date 4 byte Informix
ED occurred. date
DESCRIPTION A text description of the A char(256) 256 byte ASCII
error. text string
ERROR_CODE The error code number. A integer 4 bytes
LAST_TIME The last time the error A integer 4 bytes
occurred.
SEVERITY The level of severity of the A char(10) 10 byte ASCII
error. text string

Agent Group database items

The Agent Group database items apply to the Agent Group (agroups) table. The table contains
dictionary information on agent groups.
Database item Description Data type Column type Length
ACD_NO The ACD number for which A smallint 2 bytes
data was collected.
(index)
ITEM_TYPE The type “agent group”. A char(20) 20 byte ASCII
text string
(index)
ITEM_NAME The name of the agent A char(60) 60 byte ASCII
group. text string
(index)
VALUE An agent login ID belonging A char(18) 18 byte ASCII
to the agent group. text string
(index)

Synonyms database items

The Synonyms database items apply to items in the Synonyms (synonyms) table. The table
contains dictionary synonyms.

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 CMS database table items

Database item Description Data type Column type Length

ACD_NO The ACD number for which A smallint 2 bytes
data was collected.
(index)
DESCR The description, or A char(150) 150 byte ASCII
definition, of the dictionary text string
(Only first 50 are
synonym.
significant)
ITEM_TYPE The type of synonym. A char(20) 20 byte ASCII
text string
(index)
ITEM_NAME The name of the synonym. A char(60) 60 byte ASCII
There can be many text string
(index) (Only first 20 are
ITEM_NAMEs for a specific
significant)
ITEM_TYPE.
STANDARD This item indicates if the A smallint 2 bytes
item is a standard or
custom synonym. Values
are: 1 = standard, not 1 =
custom.
VALUE The item name’s A char(40) 40 byte ASCII
corresponding value. text string
(index) (Only first 15 are
Because each ITEM_TYPE
significant)
can have many different
ITEM_NAMEs, a discrete
value is assigned to each
synonym ITEM_NAME.

ACD Shifts database items

The ACD Shifts database items apply to the ACD Shifts (acd_shifts) table. The table contains
information on ACD shift times and the maximum number of agents logged in for each shift.
Database item Description Data type Column type Length
ACD The ACD number for which A smallint 2 bytes
data was collected.
(index)
SHIFT_ID The identification number A smallint 2 bytes
of the ACD shift. Values
are 1 - 4.
START_TIME The ACD shift start time. A smallint 2 bytes
STOP_TIME The ACD shift stop time. A smallint 2 bytes
MAX_AGENTS The maximum number of A integer 4 bytes
agents logged in per shift.

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Database tables

Database Items
Database Items applies to items in the Database Items (dbitems) table. The table contains
definitions for:
• Dictionary standard and custom database items
• Constants
• Calculations
Database item Description Data type Column type Length
DESCR The description of the A char(150) 150 byte ASCII
database calculation, text string
(Only first 50 are
constant, or standard/
significant)
custom database item.
ITEM_TYPE The type of data for the A char(8) 8 byte ASCII text
row. Valid values are: string
(index)
dbase = database item
calc = calculation
constant = constant
cust_def = customer-
defined database item
ITEM_NAME The name of the data item. A char(60) 60 byte ASCII
There can be many text string
(index) (Only first 20 are
ITEM_NAMEs for a specific
significant)
ITEM_TYPE.
FORMULA The formula for the A char(70) 70 byte ASCII
database constant or text string
calculation.
STANDARD This item indicates if the A smallint 2 bytes
item is a standard or
custom database item.
Values are:
1 = standard, not 1 (null) =
custom.

About generating a CMS database schema

This section explains how to generate the schema definition information of the CMS database.
This section contains the following topics:
• Generating the schema for the entire CMS database on page 141
• Modifying the dbschema command on page 141

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 About generating a CMS database schema

Generating the schema for the entire CMS database

About this task
To generate the CMS database schema:
Procedure
1. Log into the system as root.
2. Enter the following command to set the Informix environment:
. /opt/informix/bin/setenv
3. Enter:
cd /tmp

Note:
You can use a different directory to contain your database schema with one exception.
Never use the root (/) directory to store a database schema. A database schema can
be very large and will use up all of the disk space allocated to the root directory. If the
root directory does not have enough disk space, the CMS system will not function
correctly.
4. Enter:
dbschema -d cms cms.sql
The system saves the CMS database schema in the /tmp directory as a file named
cms.sql.

Note:
You can use different options to modify the dbschema command used in Step 4 on
page 141. For more information, see Modifying the dbschema command on page 141.

Modifying the dbschema command

About this task
You can modify the dbschema command using additional command options.
For more information about the dbschema command options:
Procedure
1. Log into the system as root.
2. Enter the following command to set the Informix environment:
. /opt/informix/bin/setenv

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Database tables

3. Enter:
dbschema
The system displays all of the options that you can use to modify the dbschema command.

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Chapter 5: Dictionary of CMS database
items

This section provides a definition for each item that is contained in one of the CMS database tables.
The database items are listed in alphabetical order.
For information on which database tables individual items are stored in, see Communication
Manager capabilities that impact CMS on page 39.
Unless noted in the definition of a database item, the database items defined in this dictionary are
available on all releases of Communication Manager systems.

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.

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Dictionary of CMS database items

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.
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:

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 ABNQUECALLS

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.
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.

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Dictionary of CMS database items

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.
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

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.

ACCEPTEDINTRS
The ACCEPTEDINTRS item appears in the following tables:
Agent tables
The number of interrupts accepted by the agent when the agent is in an interruptible AUX state. It is
counted against the agent's top skill.
This is a cumulative item.

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Dictionary of CMS database items

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.
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.

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 ACD_RELEASE

Current day report table

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

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.

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Dictionary of CMS database items

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 Avaya communication servers 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 Avaya communication servers 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.

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.

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 ACDCALLS_R1

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.
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.

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 is a cumulative item.
Agent tables
The number of ACDCALLS that are queued to SPLIT and answered by this Reserve 1 Agent in this
SPLIT.
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.
This is a cumulative item.

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Dictionary of CMS database items

Trunk tables
The number of ACDCALLS that are answered by a Reserve 1 Agent as a split/skill ACD call.
This is a cumulative item.
Vector tables
The number of ACDCALLS that are answered by a Reserve 1 Agent.
This is a cumulative item.
VDN tables
The number of ACDCALLS that are answered by a Reserve 1 Agent.
This is a cumulative item.

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.
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.
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.
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.
This is a cumulative item.
Vector tables
The number of ACDCALLS that are answered by a Reserve 2 Agent.
This is a cumulative item.
VDN tables
The number of ACDCALLS that are answered by a Reserve 2 Agent.
This is a cumulative item.

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 ACDCALLS1 through ACDCALLS10

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.

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 communication server-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 Avaya communication
servers 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.
Agent 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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 ACWOUTADJCALLS

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-communication server 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-communication server 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.

ACWOUTOFFCALLS
The ACWOUTOFFCALLS item is included in the following database tables:
Split/skill tables
The number of ACWOUTCALLS that are placed to an off-communication server 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.

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Agent tables
The number of ACWOUTCALLS that are placed to an off-communication server 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
Talk time of all ACWOUTCALLS. ACWOUTTIME does not include hold time. It does include time
spent for the following activities:
• Non-ACD calls made while in ACW
• ACWOUTADJCALLS
• ACWOUTOFFCALLS
This is a cumulative item.
Agent tables
The talk time of all ACWOUTCALLS. ACWOUTTIME does not include HOLDTIME. ACWOUTTIME
includes time spent for the following activities:
• Non-ACD calls made while in ACW
• ACWOUTADJCALLS
• ACWOUTOFFCALLS
This is a cumulative item.

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 ACWTIME

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. The ACWTIME
database item includes portions of ACWINTIME, ACWOUTTIME, and O_ACWTIME that are
associated with ACD calls. 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.

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.

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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.

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.

AGENTSKILLLEVEL
The AGENTSKILLLEVEL item appears in the following tables:

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Call record tables

The skill level of the agent the call is delivered to.

AGENTSURPLUS
The AGENTSURPLUS item appears in the following tables:
Call record tables
Whether the call is delivered upon agent surplus condition. Valid values are:
• 0: NA
• 1: Agent Surplus
• 2: Call Surplus

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. 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.

AGLOCID
The AGLOCID item is included in the following database tables:
Agent Exceptions
Location ID of the agent associated with the agent exception.
Malicious Call Trace Exceptions
Location ID of the agent associated with the malicious call.
Trunk Group Exceptions
Location ID of the agent associated with the trunk exception.

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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.

AGSURPDELIVERIES
The AGSURPDELIVERIES item appears in the following tables:
Split/skill tables
The number of calls delivered to agents in the skill upon agent surplus condition.
This is a cumulative item.
VDN tables
The number of calls delivered to agents via the VDN upon agent surplus condition.
This is a cumulative item.

AGSURPNPREFCALLS
The AGSURPNPREFCALLS item appears in the following tables:
Split/skill tables
The number of calls delivered to not preferred agents in the skill upon agent surplus condition. A
preferred agent is an agent with a skill level for the skill matches the level specified in the check
vector command.

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This is a cumulative item.

VDN tables
The number of calls delivered to not preferred agents via the VDN upon agent surplus condition. A
preferred agent is an agent with a skill level for the skill matches the level specified in the check
vector command.
This is a cumulative item.

AGSURPPREFCALLS
The AGSURPPREFCALLS item appears in the following tables:
Split/skill tables
The number of calls delivered to preferred agents in the skill upon agent surplus condition. A
preferred agent is an agent with a skill level for the skill matches the level specified in the check
vector command.
This is a cumulative item.
VDN tables
The number of calls delivered to preferred agents via the VDN upon agent surplus condition. A
preferred agent is an agent with a skill level for the skill matches the level specified in the check
vector command.
This is a cumulative 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 n, which means that the call was not released or dropped, and y,
which means that the call was released or dropped.
Call record tables
The agent released or dropped the split/skill or direct agent ACD call, including transferred and
conferenced calls. Valid values are n, which means that the call was not released or dropped, and y,
which means that the call was released or dropped.

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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.
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 communication server has ANI/SID service.
This is a status item.

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 ANSCONNCALLS1 through ANSCONNCALLS10

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.

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.
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.

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ANSREASON
The ANSREASON item is included in the following database tables:
Call record tables
The reason code, from 0 through 99, that is associated with the answering agent's mode if the agent
is in the AUX mode. On Avaya communication servers 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.

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.

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 ANS_ATTRIB_ID

ANS_ATTRIB_ID
The ANS_ATTRIB_ID database item is included in the following database table:
Call record table
An alphanumeric field which the call center customer enters as a character string. This string
represents a combination of characteristics of an agent defined by the call center management for
use in reporting. This database item accepts NULLs.

ASA (real-time)
The ASA item is included in the following database tables:
Split/skill tables
The communication server-provided rolling average speed of answer for this split/skill. The
communication server sends this value to CMS whenever the value changes on the communication
server, 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 Avaya communication servers with
the Vectoring feature.
This is a status item.
VDN tables
The communication server-provided rolling average speed of answer for this VDN. The
communication server sends this value to CMS whenever the value changes on the communication
server when a call is answered. The ASA item is available on Avaya communication servers with the
Vectoring feature.
This is a status item.

ASAI_UUI
The ASAI_UUI item is included in the following database tables:
Call record tables
The last ASAI User to User Information associated with the call segment.

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

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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.

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.

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 ATTRIB_ID

This is a status item.

ATTRIB_ID
The ATTRIB_ID database item is included in the following database tables:
Agent, Agent trace, Agent exception, Agent login/logout, Malicious call trace, and
Trunk Group exception tables
An alphanumeric field which the call center customer enters as a character string. This string
represents a combination of characteristics of an agent defined by the call center management for
use in reporting.This database item accepts NULLs.

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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Dictionary of CMS database items

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-communication server 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-communication server destinations, they are also counted as
AUXOUTOFFCALLS. AUXOUTADJCALLS is available with the ASAI feature.
This is a cumulative item.

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

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 AUXOUTOFFCALLS

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 communication server.
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 communication server.
If such calls are placed by an adjunct on behalf of an agent, they are also counted as
AUXOUTADJCALLS.
This is a cumulative item.

AUXOUTOFFTIME
TheAUXOUTOFFTIME 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.

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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 Avaya communication servers that do not have EAS and reason codes
active, AUXREASON is zero.
This is a status item.
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 communciation servers that do not have EAS and reason codes active,
AUXREASON is zero.
This is a status item.

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 AVAILABLE (real-time)

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.

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.

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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.
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. 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.
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.

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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.
This is a cumulative item.

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.

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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.

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 communication server.
This is a busy hour item.
VDN tables
The number of INCALLS that are given a busy signal by the communication server 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:

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Trunk group tables

The number of incoming calls that are carried by the trunk group during the busy hour and are
forced by the communication server to disconnect.
This is a busy hour item.
VDN tables
The number of INCALLS that are disconnected by the communication server during the busy hour.
This is a busy hour item.

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 communication server, 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)

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.

BH_VDNCALLS (daily only)

The BH_VDNCALLS item is included in the following database tables:

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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 multi-site BSR Application plan assigned to the VDN. The plan number ranges from 1 to 511.
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 communication server. 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.
Trunk Group tables
The number of INCALLS that are given a busy signal by the communication server. 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

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 BUSYTIME

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 communication server. 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 communication server. 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.
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.

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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.
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.

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

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 CALLING_PTY

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 communication servers without ISDN ANI delivery, the
identification is the extension or trunk equipment location that identifies the originator of the call. On
communication servers 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 24 digits.
Call record tables
The calling party identification. On communication servers without ISDN ANI delivery, the
identification is the extension or trunk equipment location that identifies the originator of the call. On
communication servers 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 24 digits.

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 + ICRPULLCALLS.
CALLSOFFERED includes ABNCALLS, RINGCALLS, OTHERCALLS, and INFLOWCALLS.
This is a cumulative item.

CALLSURPDELIVERIES
The CALLSURPDELIVERIES item appears in the following tables:

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Split/skill tables
The number of calls delivered to agents in the skill upon call surplus condition.
This is a cumulative item.
VDN tables
The number of calls delivered to agents via the VDN upon call surplus condition.
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

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)

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.
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.

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This is a cumulative item.

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 answered by ACW agents, who entered that work mode as a
result of direct agent calls from this split/skill. Requires a communication server with the ASAI or
EAS feature for direct agent calling.
This is a cumulative item.
Agent tables
The number of inbound extension calls answered by the ACW agent, who entered that work mode
as a result of a direct agent call. Requires a communication server with the ASAI or EAS feature for
direct agent calling.
This is a cumulative item.

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 DA_ACWINTIME

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-communication server destinations, they are also counted as
DA_ACWOOFFCALLS. The DA_ACWOADJCALLS item is available with the ASAI feature.
This is a cumulative item.

DA_ACWOCALLS
The DA_ACWOCALLS item is included in the following database tables:
Split/skill tables
Number of outbound extension calls made by ACW agents, who entered that work mode as a result
of direct agent calls from this split/skill. Requires a communication server with the ASAI or EAS
feature for direct agent calling.
This is a cumulative item.
Agent tables
The number of outbound extension calls made by the ACW agent, who entered that work mode as a
result of a direct agent call. Requires a communication server with the ASAI or EAS feature for
direct agent calling. 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-communication server destination. If
these calls are placed by an ASAI adjunct on behalf of the agent, they are also counted as
DA_ACWOADJCALLS. The DA_ACWOOFFCALLS 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.

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

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 DA_ANSTIME

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_ICRPULLCALLS
The DA_ICRPULLCALLS item is included in the following database tables:
Agent tables
Number of direct agent calls ICR pulled back while ringing at the agent.

DA_ICRPULLTIME
The DA_ICRPULLTIME item is included in the following database tables:
Agent tables
Time callers waited before ICR pulled back a direct agent call.

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

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Dictionary of CMS database items

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.
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.

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 DA_ONACD (real-time)

This is a status item.

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:

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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.

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 Avaya communication servers with the
EAS or ASAI feature.
This is a administrative item.

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 DEFLECTCALLS

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.
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.
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.

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

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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.
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.

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 DISCCALLS

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 communication server when the vector disconnect timer
expires.
This is a cumulative item.
Trunk group tables
The number of INCALLS that are disconnected by the communication server by the “disconnect”
vector command. DISCCALLS also includes calls that are disconnected by the communication
server 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 communication server 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 communication server
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.

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

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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
communication server.
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
communication server, 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
communication server, 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).

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
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.
Table continues…

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 DISPPRIORITY

Value Description
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-
communication server 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 communication server because the split queue
was full.
6 The call is forced disconnect (FDISC). Forced disconnect calls are VDN calls that are
disconnected by the communication server 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.

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:
Value Description
1 No priority was assigned to the call. This disposition applies to communication servers that
do not have the Vectoring feature.
2 The call was a priority call. This disposition applies to communication servers 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

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Dictionary of CMS database items

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.

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.

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 DURATION (real-time)

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.
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 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.

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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.
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.

EQLOCID
The EQLOCID item is included in the following database tables:
Agent Exceptions tables
Location ID of the trunk associated with the call.
Malicious Call Trace Exceptions tables
Location ID of the trunk associated with the malicious call.
Trunk Group Exceptions tables
Location ID of the trunk associated with the trunk exception.

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.

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.

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 EWTHIGH (real-time)

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.

EWTHIGH (real-time)
The EWTHIGH item is included in the following database tables:
Split/skill tables
The communication server-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 communication server, such as queue
length and staffing changes. The EWTHIGH item is available on Avaya communication servers 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 communication server-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 communication server, such as queue length and staffing changes.
The EWTLOW item is available on Avaya communication servers with the Vectoring feature.
This is a status item.

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

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Split/skill tables
The communication server-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 communication server, such as queue length and staffing
changes. The EWTMED item is available on Avaya communication servers 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 communication server-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 communication server, such as queue length and staffing changes.
The EWTTOP item is available on Avaya communication servers 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-communication server call.

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.

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 EXTN

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:
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
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
Table continues…

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Dictionary of CMS database items

Value Type
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
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
71–97 Time in AUX with reason codes of 10–36

Note:
Values are assigned consecutively. For example: 71 for Time in AUX with a reason code
of 10, 72 for Time in AUX with a reason code of 11, and so on.
98 Agent was denied login to some skills
Table continues…

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 EXTYPE

Value Type
99 Invalid call work code was entered
101–163 Time in AUX with reason codes of 37–99

Note:
Values are assigned consecutively. For example: 101 for Time in AUX with a reason
code of 37, 102 for Time in AUX with a reason code of 38, and so on.

Split/skill exception table

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

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Dictionary of CMS database items

Value Type
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:
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

Vector exception table

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

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 FAILURES

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.

FAILURES
The FAILURES item is included in the following database tables:
Trunk tables
Number of trunk hardware failures for this trunk.
Trunk group tables
Number of trunk hardware failures for this trunk group.

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.

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.

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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.

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.

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.

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.

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 FONACD (real-time)

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.

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 on Avaya communication servers with EAS.
This is a status item.

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Dictionary of CMS database items

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 Avaya communication servers 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 Avaya communication servers with the ASAI or EAS
feature.
This is a status item.

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 Avaya
communication servers with the ASAI or EAS feature.
This is a status item.

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

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 GNINAUX (real-time)

associated with an ACD call. The GNINACW item is available on Avaya communication servers 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 Avaya communication servers 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 Avaya communication
servers with the EAS feature and reason codes active, reason code 0 (zero) is used for “system”
AUX work.
This is a status item.

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 Avaya communiciation servers with EAS and reason codes.
This is a status item.

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GNINAUX10 through GNINAUX99 (real-time)

Note:
The GNINAUX10 through 99 items are available if you purchased the expanded AUX reason
codes feature.
The GNINAUX10 through GNINAUX99 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 10 through 99
for all splits/skills, including greatest need agents on AUXIN or AUXOUT calls. The GNINAUX10
through GNINAUX99 items are available on Avaya communciation servers 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 Avaya communication servers 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 Avaya
communication servers with EAS.
This is a status item.

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

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 GNONACWIN (real-time)

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
Avaya communication servers 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
Avaya communication servers with EAS.
This is a status item.

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 Avaya communication servers with EAS.
This is a status item.

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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 Avaya communication servers with EAS.
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 communication server 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 Avaya communication servers with
EAS.
This is a status item.

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 Avaya communication servers with EAS.

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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 Avaya communication servers 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.

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.

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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.

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.

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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.

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.

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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 all calls are on hold. The HOLDTIME applies to all the calls that the agent put 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.

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.

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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_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_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.
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.

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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.
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.

Difference between ACDTIME and I_ACDTIME

In an inbound ACD call overlapping two consecutive time intervals, I_ACDTIME records the call in
the first interval for a duration spanning the start of the call until the end of the first interval and
continues to record the call in the second interval for a duration spanning the start of the second
interval until the end of the call. In a similar situation, ACDTIME records the entire duration of the
call in the second interval because that is the interval in which the call ends. In other words,
I_ACDTIME tracks the ACD time by interval whereas ACDTIME tracks the ACD time by the call.

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.
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.
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 the portions of I_ACWINTIME and I_ACWOUTTIME that are not associated
with direct agent calls.
This is a cumulative item.

Difference between ACWTIME and I_ACWTIME

ACWTIME is the duration of time an agent spends in ACW that is associated with an ACD call.
I_ACWTIME is the sum of time an agent spends in ACW during the collection interval. This includes
time that is associated with the ACD call and the time an agent spends in ACW that is not
associated with an ACD call. I_ACWTIME also accounts for the extra time an agent spends in ACW
for which an association with the prior ACD call cannot be established.

I_ACWTIME_R1
The I_ACWTIME_R1 item is included in the following database tables:

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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
ACWOUTTIME 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.
This is a cumulative item.

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
ACWOUTTIME 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.
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_AUTORESERVETIME
The I_AUTORESERVETIME item appears in the split/skill tables

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This item stores the time during the collection interval that at least one agent was auto-reserved for
this skill.

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.
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.

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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.
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.
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.
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.

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I_AUXSTBYTIME_R2 is available with Advocate Service Level Supervisor.

This is a cumulative item.

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_AUXTIME10 through I_AUXTIME99,
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.
This is a cumulative item.

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 I_AUXTIME_R2

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.
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 communication servers with
AUX reason codes active, this represents time agents spent in “system” AUX. For communication
servers 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. This feature is
available on Avaya communication servers with the EAS and AUX Reason Code feature.
This is a cumulative item.

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I_AUXTIME10 through I_AUXTIME99

Note:
The I_AUXTIME10 through 99 items are available if you purchased the expanded AUX reason
codes feature.
The I_AUXTIME10 through I_AUXTIME99 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 10
through 99 in this skill. This includes time on extension calls from each AUX state. This feature is
available on Avaya communication servers with the EAS and AUX Reason Code feature.
This is a cumulative item.

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_BEHINDTIME
The I_BEHINDTIME item appears in the split/skill tables.
This item stores the amount of time that a skill has the potential of not meeting the assigned target
service level percentage and no agents were auto-reserved.

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

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 I_DA_ACWTIME

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.
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 communication
server, 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 communication server, the incoming

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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 Avaya communication servers with the EAS feature.
This is a cumulative item.

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 Avaya communication servers 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 Avaya communication servers with the EAS feature.
This is a cumulative item.

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

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 I_OTHERSTBYTIME_R1

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.
I_OTHERSTBYTIME is not included in I_STAFFTIME or I_OTHERTIME.
This is a cumulative item.

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.
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.

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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.
This is a cumulative item.

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 communication server is initiated or after the
agent logs in and before the CMS receives notification of the agent's state from the communication
server.
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

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 communication server comes
up or after the agent logs in and before the CMS receives notification of the agent’s state from the
communication server. 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.
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 communication server comes
up or after the agent logs in and before the CMS receives notification of the agent’s state from the
communication server. 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.
I_OTHERTIME_R2 does not include I_OTHERSTBYTIME_R2.
I_OTHERTIME_R2 is available with Advocate Service Level Supervisor.
This is a cumulative item.

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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 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.

I_RINGTIME_R1
The I_RINGTIME_R1 item is included in the following database tables:

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 I_RINGTIME_R2

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.
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.
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.
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.

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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.

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.

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 ICRPULLCALLS

ICRPULLCALLS
The ICRPULLCALLS item is included in the following database tables:
Agent tables
Number of calls ICR pulled back while ringing at an agent.
Split/Skill Tables
Number of CALLSOFFERED pulled back by ICR.
VDN Tables
Number of INCALLS pulled back by ICR.
Vector Tables
Number of INCALLS pulled back by ICR.
Trunk Group Tables
Number of INCALLS pulled back by ICR.
Trunk Tables
Number of INCALLS pulled back by ICR.

ICRPULLTIME
The ICRPULLTIME item is included in the following database tables:
Agent tables
Time callers waited before ICR pulled the call back.
Split/Skill Tables
Time callers waited before ICR pulled the call back.
VDN Tables
Time callers waited before ICR pulled the call back.
Vector Tables
Time callers waited before ICR pulled the call back.

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

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Call Record Table

The reason ICR pulled the call back.

ICRPULLRINGCALLS
The ICRPULLRINGCALLS item is included in the following database tables:
Split/Skill Tables
Number of ICRPULLCALLS ICR pulled back while ringing.
VDN Tables
Number of ICRPULLCALLS ICR pulled back while ringing.
Vector Tables
Number of ICRPULLCALLS ICR pulled back while ringing.
Trunk Group Tables
Number of ICRPULLCALLS ICR pulled back while ringing.

ICRPULLQUECALLS
The ICRPULLQUECALLS item is included in the following database tables:
VDN Tables
Number of ICRPULLCALLS pulled back while in a queue.
Vector Tables
Number of ICRPULLCALLS pulled back while in a queue.
Trunk Group Tables
Number of ICRPULLCALLS pulled back while in a queue.

ICRPULLVECCALLS
The ICRPULLVECCALLS item is included in the following database tables:
Trunk Group Tables
Number of ICRPULLCALLS pulled back in vector processing.

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 ICRRESENT

ICRRESENT
The ICRRESENT item is included in the following database tables:
Call Record Table
Was call resent by ICR.

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 Avaya communication servers with EAS and
reason codes, reason code 0 (zero) is for “system” AUX work.
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
Avaya communication servers with the EAS and Reason Code features. This is a status item.

INAUX10 through INAUX99 (real-time)

Note:
The INAUX10 through 99 items are available if you purchased the expanded AUX reason codes
feature.
The INAUX10 through INAUX99 items appear in the following database tables:
Split/skill tables
The number of agents that are currently in AUX with the reason codes 10 through 99 for all splits/
skills including agents on AUXIN or AUXOUT calls. The INAUX10 through INAUX99 items are
available on Avaya communication servers 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.

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 INCALLS

This is a status item.

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.

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This is a cumulative item.

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. The INCOMPLETE item is also triggered by
logged in agents for the interval in which a login event occurs. This item is an interval based item.
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.
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

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 INFLAG

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 communication server 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.
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.

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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 communication server,
are transferred, or the trunk carrying them goes idle. INPROGRESS includes ATAGENT and
INVECTOR.
This is a status item.

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.

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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.

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 communication
server.
This is a cumulative item.
Vector tables
The number of OUTFLOWCALLS that are redirected to a destination outside the communication
server. INTERFLOWCALLS includes LOOKFLOWCALLS (successful Look-Ahead Interflow and
BSR) and DEFLECTCALLS (successful NCR redirections).
This is a cumulative item.

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VDN tables
The number of OUTFLOWCALLS that are redirected to a destination outside the communication
server. INTERFLOWCALLS includes LOOKFLOWCALLS (successful Look-Ahead Interflow and
BSR) and DEFLECTCALLS (successful NCR redirections).
This is a cumulative item.

INTERRUPTDEL
The INTERRUPTDEL item appears in the following tables:
Call record tables
Whether the call is delivered to an interrupted agent. Valid values are:
• 0 - Agent is not interrupt from AUX
• 1 - auto in interrupt
• 2 - manual in interrupt
• 3 - notify interrupt

INTERRUPTED
The INTERRUPTED item appears in the following tables:
Agent trace tables
This item determines whether the agent becomes available due to being interrupted from an
interruptible AUX state.

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 communication server disconnects the call. If an incoming call on a measured trunk is
transferred off the communication server, 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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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
communication server disconnects the call. If an incoming call on a measured trunk is transferred off
the communication server, 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.
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 communication server. INTIME = ACDTIME + ABNTIME + ANSTIME + HOLDTIME +
OTHERTIME.
This is a cumulative item.

INTRDELIVERIES
The INTRDELIVERIES item appears in the following tables:
Agent tables
The number of calls delivered to the agent when the agent is interrupted in an interruptible AUX
state. It is counted against the agent's skill the call is delivered to.
This is a cumulative item.
Split/skill tables
The number of calls delivered to the agent when the agent is interrupted in an interruptible AUX
state. It is counted against the skill the call is delivered to.
This is a cumulative item.

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INTRNOTIFIES
The INTRNOTIFIES item appears in the following tables:
Agent tables
The number of interrupt notifications received by the agent when the agent is in an interruptible AUX
state. It is counted against the agent's top skill.
This is a cumulative item.

INTRSTATUS (real-time)
The INTRSTATUS item appears in the following tables:
Agent tables
This item shows the current interrupt status of the agent. Valid values are:
• 0 - NA
• 1 - notifying, the agent is getting notified of an interrupt from AUX
• 2 - interrupted, the agent is interrupted from AUX to take a call
• 3 - interruptible, the agent is in interruptible AUX for the interruptible skill

INTRTYPE (real-time)
The INTRTYPE item appears in the following tables:
Agent tables
The interrupt type for the agent with regard to the skill.

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.

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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.
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.

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

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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.

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 communication server for this call.
These are digits that the communication server 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 communication server, through network-prompted caller-entered digits

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 LASTOBSERVER

(CED), customer database-provided digits (CDPD) from the network, or digits that are collected
through a “converse” vector command.

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:
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
communication server.
The LOC_ID is 0 if multiple locations are not enabled. A location ID is not assigned to an agent until
that agent logs into a terminal. An agent may have multiple LOC_IDs 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
communication server.
The LOC_ID is 0 if multiple locations are not enabled. A location ID is not assigned to an agent until
that agent logs into a terminal. An agent may have multiple LOC_IDs if the agent logs into multiple
terminals with different locations.
This is an administrative item.

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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
communication server.
The LOC_ID is 0 if multiple locations are not enabled. A location ID is not assigned to an agent until
that agent logs into a terminal. An agent may have multiple LOC_IDs if the agent logs into multiple
terminals with different locations.
This is an administrative item.
Trunk tables
The communication server location ID that is associated with the trunk. The location ID is not
directly assigned to a trunk but rather is assigned to a port network location on the communication
server. 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 multiple locations are not enabled. A location ID is not assigned to an agent until
that agent logs into a terminal. An agent may have multiple LOC_IDs if the agent logs into multiple
terminals with different locations.
This is an administrative item.

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.

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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.

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.

LOGIN_UTC
The LOGIN_UTC item is included in the following database tables:
Agent login/logout tables
The UTC time when the agent logged into this extension and split/skill with the given login ID. The
UTC time is the number of seconds since midnight 01/01/1970 UTC time.

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.

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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 communication server. 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 communication server. The LOGONSKILL 2 through LOGONSKILL20 items
are available with the EAS feature.

LOGONSKILL21 through LOGONSKILL60

The LOGONSKILL21 through LOGONSKILL60 items appear in the following database tables:
Agent tables
The twenty-first through sixtieth skills to which the agent logged in. The number of skills per agent
depends on the type of communication server. The LOGONSKILL21 through LOGONSKILL60 items
are available with the EAS feature.
This is a status item.
Agent login/logout tables
The twenty-first through sixtieth skills to which the agent logged in. The number of skills per agent
depends on the type of communication server. The LOGONSKILL21 through LOGONSKILL60 items
are available with the EAS feature.

LOGONSKILL61 through LOGONSKILL120

The LOGONSKILL61 through LOGONSKILL120 items appear in the following database tables:
Agent tables
The twenty-first through sixtieth skills to which the agent logged in. The number of skills per agent
depends on the type of communication server. The LOGONSKILL61 through LOGONSKILL120
items are available with the EAS feature for Communication Manger Version 6.0 and up.

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 LOGONSTART (real-time)

Agent login/logout tables

The twenty-first through sixtieth skills to which the agent logged in. The number of skills per agent
depends on the type of communication server. The LOGONSKILL61 through LOGONSKILL120
items are available with the EAS feature for Communication Manager Version 6.0 and up.

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.

LOGOUT_UTC
The LOGOUT_UTC item is included in the following database tables:
Agent login/logout tables
The UTC time when the agent logged out. The UTC time is the number of seconds since midnight
01/01/1970 UTC time.

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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 Avaya
communication servers 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 Avaya
communication servers that do not have the EAS feature and reason codes active, this field always
contains a 0 when the agent has logged out.

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:

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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.
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 communication servers with the Vectoring feature, LOWCALLS is the number of ACDCALLS
with low priority that are answered by this split/skill.
On communication servers 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.

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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 Avaya communication servers with the EAS feature.
This is an administrative item.

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.

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:

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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.

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:

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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.

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 communication servers 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 communication servers 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

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 NETDISCCALLS

move is pending. MOVEPENDING is available on Avaya communication servers with the Move
Agent While Staffed feature.
This is a status item.

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.
This is a cumulative item.
VDN tables
The number of calls that disconnected as a result of the BSR reply step.
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. 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.
This is a cumulative item.
Call record tables
The length of time that the call spends in a VDN while processing at a communication server that is
located elsewhere in the network.

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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.
This is a cumulative item.
VDN tables
The number of network polls for “consider” vector steps in BSR.
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.
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.

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 NUMAGREQ

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.

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:

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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.
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.

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 O_ACDTIME

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.
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

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Dictionary of CMS database items

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.

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.

OBS_ATTRIB_ID
The OBS_ATTRIB_ID database item is included in the following database table:
Call record tables
An alphanumeric field which the call center customer enters as a character string. This string
represents a combination of characteristics of an agent defined by the call center management for
use in reporting. This database item accepts NULLs.

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 OLDEST_LOGON (real-time)

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.

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.

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.

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.

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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.

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:

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 ONAUXOUT (real-time)

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.

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.

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Dictionary of CMS database items

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.

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-communication server 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 99, that is associated with the originating agent's mode, if the
agent is in the AUX. For agents in AUX on Avaya communication servers that do not have EAS and
reason codes active, ORIGREASON is always 0.

ORIG_ATTRIB_ID
The ORIG_ATTRIB_ID database item is included in the following database table:

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 OTHER (real-time)

Call record tables

An alphanumeric field which the call center customer enters as a character string. This string
represents a combination of characteristics of an agent defined by the call center management for
use in reporting. This database item accepts NULLs.

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 communication server 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. When an agent is on a
“direct agent call,” their state will be DACD (60). When an agent is in “ACW for a direct agent
call,” their state will be DACW (70).
• 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.

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
communication server, and calls with unknown dispositions. OTHERCALLS includes BUSYCALLS,

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Dictionary of CMS database items

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
communication server, and non-ACD calls that are answered (CONNECTCALLS). OTHERCALLS
includes BUSYCALLS, CONNECTCALLS, DISCCALLS, and OUTFLOWCALLS. OTHERCALLS =
INCALLS - ACDCALLS - ABNCALLS
This is a cumulative item.

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

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 OUTBOUND (real-time)

another VDN, when the call is transferred, or when the call is sent outside of the communication
server. 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.

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 communication server 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.

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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 communication server
release and on whether the Vectoring feature is active or not.
On communication servers 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.
On communciation servers 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
communication server 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-communication server
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.

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 OUTFLOWTIME

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.
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
communication server 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
communication server disconnects the call.
This is a cumulative item.

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Dictionary of CMS database items

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 communication server is initiated and a move is already pending for
an agent.
This is a status item.

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 Avaya communication servers 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.

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 PERIODCHG

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.
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 communication servers that do
not have the EAS feature, agents who are in multiple splits have more than one POSITION. On
communication servers 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 communication servers that do not have the EAS feature, POSITIONS is the number of agent
positions that are currently assigned to this SPLIT.
On communication servers 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 Avaya communication servers with the EAS feature.
This is a administrative item.
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 Avaya communication servers with the EAS feature. This is an administrative item.

PREFSKILLLEVEL
The PREFSKILLLEVEL item appears in the following tables:

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 PRIORITY (real-time)

Call record tables

Whether the call was delivered to a preferred agent. Valid values are:
• 0 - NA, the call was not delivered via the preferred skill level check vector command or no skill
preference was specified.
• 1 - The agent's level for the skill does not match the level specified in the check vector
command. In other words, the agent is not a preferred agent.
• 2 - The agent's level for the skill matches the preferred skill level specified by the check vector
command. In other words, the agent is a preferred agent.

PRIORITY (real-time)
The PRIORITY item is included in the following database tables:
Trunk tables
The priority at which the call was queued.
On communication servers that do not have the Vectoring feature, the valid values for PRIORITY
are YES, NO, or as defined in Dictionary.
On communication servers 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.

QUEUETIME
The QUEUETIME item is included in the following database tables:
Call record tables
Time the call segment spent in queue before answer.

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 R1AGINRING (real-time)

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 Avaya communication servers 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 Avaya communication servers 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 Avaya communication servers with the EAS feature.
This is a status item.

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 Avaya communication servers with the EAS feature.

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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.
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 Avaya communication servers with the EAS feature.
This is a status item.

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 Avaya communication servers with the EAS feature.
R1OTHER does not include Reserve Level 1 Agents in R1OTHERSTBY.
This is a status item.

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 R1OTHERSTBY (real-time)

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.
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 Avaya communication servers with the EAS feature. This is a
status item.

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 Avaya communication servers 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.

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The R2AVAILABLE item is available on Avaya communication servers 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 Avaya communication servers with the EAS feature.
This is a status item.

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 Avaya communication servers 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.
This is a status item.

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 R2ONACD (real-time)

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 Avaya communication servers with the EAS feature.
This is a status item.

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 Avaya communication servers 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.
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.

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The R2STAFFED item is available on Avaya communication servers with the EAS feature.
R2STAFFED does not include Reserve Level 2 agents in R2OTHERSTBY or R2INAUXSTBY.
This is a status item.

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.

RAVGSPEEDANS
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

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.

REDIRECTCALLS
The REDIRECTCALLS item is included in the following database tables:
Split/Skills table
The number of ACDCALLS with redirect priority that are answered by agents in this split/skill. The
REDIRECTCALLS item is the count of calls that are resent by ICR with redirect priority and are
answered by agents in this splits/skill.

REJECTEDINTRS
The REJECTEDINTRS item appears in the following tables:
Agent tables
The number of interrupts rejected by the agent. It is counted against the agent’s top skill.
This is a cumulative item.

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

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VDN tables
The number of calls that reached this VDN by way of the VDN return destination feature.
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.
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

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 ROLE (real-time)

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.
Call record tables
Time the call segment spent ringing at the agent position.

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 values Definition
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 Avaya communication servers with the EAS feature.
This is a status item.

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

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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.
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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 ROW_TIME

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.

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.

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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.

ROW_TIME_UTC
The ROW_TIME_UTC database item is included in the following database tables:
Agent Exception, Split/Skill Exception, Trunk Group Exception, VDN Exception,
Malicious Call Exception, Disk Full Exception, Link Exception tables
The UTC time when the exception occurred.

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.

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 RSV_LEVEL

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.

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.

SEGSTART_UTC
The SEGSTART_UTC item is included in the following database tables:
Call record tables
The UTC time when the call segment started. The UTC time is the number of seconds since
midnight 01/01/1970 UTC time

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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.

SEGSTOP_UTC
The SEGSTOP_UTC item is included in the following database tables.
Call record tables
The UTC time when the call segment ended. The UTC time is the number of seconds since
midnight 01/01/1970 UTC time.

SEQNUM
The SEQNUM item is included in the following database tables:
Call record tables
The unique sequence number for this call record.

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.

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 SERVLEVELP

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.

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.
Note:
In releases earlier than R17, the service level time stored in the database item SERVLEVELT
ended at ringing when the call delivered to the agent was redirected based on RONA. In R17
and later, the service level time ends after the call is requeued and finally answered by an
agent. Thus, in R17 and later, the SERVLEVELT database item provides a more accurate
representation of the total time until the call is serviced, and the SERVLEVELT values are
higher.

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.

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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 communication server, 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 communication server, 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.

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.

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 SKILLCALLS1 through SKILLCALLS3

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.

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 Avaya communication servers 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 Avaya communication servers 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.

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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 Avaya communication servers 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.
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 Avaya communication servers 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.

SKINTRTYPE through SKINTRTYPE120

The SKINTRTYPE and SKINTRTYPE2-SKINTRTYPE120 items appear in the following database
tables:
Agent tables
This item stores the interrupt type of agent LOGONSKILL and LOGONSKILL2 through
LOGONSKILL120. Valid values are:
• 0 - NA, not interruptible
• 1 - auto-in, the agent will automatically become available upon interrupt
• 2 - manual-in, the agent will manually become available upon interrupt
• 3 - notify, the agent will be notify of the interrupt and can decide whether to accept or reject the
interrupt
The SKINTRTYPE and SKINTRTYPE2 through SKINTRTYPE120 items are available with the EAS
feature for Communication Manager Release 6.0 and up.
Agent login/logout tables
This item stores the interrupt type of agent LOGONSKILL and LOGONSKILL2 through
LOGONSKILL120. Valid values are:
• 0 - NA, not interruptible
• 1 - auto-in, the agent will automatically become available upon interrupt

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 SKLEVEL

• 2 - manual-in, the agent will manually become available upon interrupt

• 3 - notify, the agent will be notified of the interrupt and can decide whether to accept or reject
the interrupt
The SKINTRTYPE and SKINTRTYPE2 through SKINTRTYPE120 items are available with the EAS
feature for Communication Manager Release 6.0 and up.

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.
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.

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 SKLEVEL2 through SKLEVEL20 items are available with the
EAS feature.
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. This SKLEVEL2 through SKLEVEL20 applies to LOGONSKILL2 through
LOGONSKILL20, respectively. The SKLEVEL2 through SKLEVEL20 items are available with the
EAS feature.

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SKLEVEL21 through SKLEVEL60

The SKLEVEL21 through SKLEVEL60 items appear in the following database tables:
Agent tables
This item is an indication of the skill level for an agent, which is 1 through 16 for a normal skill, or
reserve level, which is 1 or 2 for a reserve skill. SKLEVEL21 through SKLEVEL60 apply to
LOGONSKILL21 through LOGONSKILL60, respectively. These items are available with the EAS
feature.
Agent login/logout tables
This item is an indication of the skill level for an agent, which is 1 through 16 for a normal skill, or
reserve level, which is 1 or 2 for a reserve skill. SKLEVEL21 through SKLEVEL60 apply to
LOGONSKILL21 through LOGONSKILL60, respectively. These items are available with the EAS
feature.

SKLEVEL61 through SKLEVEL120

The SKLEVEL61 through SKLEVEL120 items appear in the following database tables:
Agent tables
This item is an indication of the skill level for an agent, which is 1 through 16 for a normal skill, or
reserve level, which is 1 or 2 for a reserve skill. SKLEVEL61 through SKLEVEL120 apply to
LOGONSKILL61 through LOGONSKILL120, respectively. These items are available with the EAS
feature.
Agent login/logout tables
This item is an indication of the skill level for an agent, which is 1 through 16 for a normal skill, or
reserve level, which is 1 or 2 for a reserve skill. SKLEVEL61 through SKLEVEL120 apply to
LOGONSKILL61 through LOGONSKILL120, respectively. These items are available with the EAS
feature.

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 Avaya communication servers with the EAS feature.
This is an administrative item.

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Agent login/logout tables

The percentage of time that is allocated for the agent to spend in LOGONSKILL. The SKPERCENT
item is available on Avaya communication servers 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 Avaya
communication servers 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 Avaya
communication servers with the EAS feature.
This is an administrative item.

SKPERCENT21 through SKPERCENT60

The SKPERCENT21 through SKPERCENT60 items appear in the following database tables:
Agent tables
This item stores the percentage of time that is allocated for the agent to spend in LOGONSKILL21
through LOGONSKILL60. The SKPERCENT21 through SKPERCENT60 items are available on
Avaya communication servers with the EAS feature.
This is an administrative item.
Agent login/logout tables
This item stores the percentage of time that is allocated for the agent to spend in LOGONSKILL21
through LOGONSKILL60. The SKPERCENT21 through SKPERCENT60 items are available on
Avaya communication servers with the EAS feature.
This is an administrative item.

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SKPERCENT61 through SKPERCENT120

The SKPERCENT61 through SKPERCENT120 items appear in the following database tables:
Agent tables
This item stores the percentage of time that is allocated for the agent to spend in LOGONSKILL61
through LOGONSKILL120. The SKPERCENT61 through SKPERCENT120 items are available on
Avaya communication servers with the EAS feature.
This is an administrative item.
Agent login/logout tables
This item stores the percentage of time that is allocated for the agent to spend in LOGONSKILL61
through LOGONSKILL120. The SKPERCENT61 through SKPERCENT120 items are available on
Avaya communication servers with the EAS feature.
This is an administrative item.

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, OVRLD2, BEHIND, and AUTORSV.
The SKSTATE item is available on Avaya communication servers 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.

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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.

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 communication servers without the EAS feature, SPLIT is the number of the split number to
which the EXTENSION is assigned.
On communication servers 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 communication servers without the EAS feature, SPLIT is the number of the split number to
which the EXTENSION is assigned.

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On communication servers 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.
Agent login/logout tables
On communication servers without the EAS feature, SPLIT is the number of the split number to
which the EXTENSION is assigned.
On communication servers 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.
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.

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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.
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.

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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.

STARTTIME_UTC
The STARTTIME_UTC item is included in the following database tables:
Split/skill tables
The UTC start time of the interval for which data was collected. It is records in number of seconds
since midnight 01/01/1970 UTC. It applies only to the interval table.
This is a row identifier item.
Agent tables
The UTC start time of the interval for which data was collected. It is records in number of seconds
since midnight 01/01/1970 UTC. It applies only to the interval table.
This is a row identifier item.
Trunk group tables
The UTC start time of the interval for which data was collected. It is records in number of seconds
since midnight 01/01/1970 UTC. It applies only to the interval table.
This is a row identifier item.
Trunk tables
The UTC start time of the interval for which data was collected. It is records in number of seconds
since midnight 01/01/1970 UTC. It applies only to the interval table.
This is a row identifier item.
Vector tables
The UTC start time of the interval for which data was collected. It is records in number of seconds
since midnight 01/01/1970 UTC. It applies only to the interval table.
This is a row identifier item.
VDN tables
The UTC start time of the interval for which data was collected. It is records in number of seconds
since midnight 01/01/1970 UTC. It applies only to the interval table.
This is a row identifier item.
Call work codes tables
The UTC start time of the interval for which data was collected. It is records in number of seconds
since midnight 01/01/1970 UTC. It applies only to the interval table.

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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.

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.

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TARGETABNS
THE TARGETABNS item appears in the split/skill tables.
This item represents the number of abandoned calls that occurred within the administered target
service level (TARGETSECONDS). This information is recorded for all splits.

TARGETACDCALLS
The TARGETACDCALLS item appears in the split/skill tables.
This item represents the number of ACD calls that were answered within the administered target
service level (TARGETSECONDS). This information is recorded for all splits.

TARGETOUTFLOWS
The TARGETOUTFLOWS item appears in the split/skill tables.
This item represents the number of calls that outflowed within the administered target service level
(TARGETSECONDS). This information is recorded for all splits.

TARGETPCTCHG
The TARGETPCTCHG items appears in the split/skill tables.
This item indicates if the target service level percentage was modified during the collection interval.
Valid values for this field are 0, indicating that no change was made, and 1, indicating that a change
was made. This is an administrative item.

TARGETPERCENT
The TARGETPERCENT item appears in the split/skill tables.
This item stores the percentage of the target service level that is specified on the Avaya
communication server for a selected split/skill. The archiving process that transforms data for larger
time intervals, such as daily to weekly, will record the maximum value of TARGETPERCENT.

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TARGETSECCHG
The TARGETSECCHG item appears in the split/skill tables.
This item indicates if the number of target seconds was modified during the collection interval. Valid
values for this field are 0, indicating that no change was made, and 1, indicating that a change was
made. This is an administrative item.

TARGETSECONDS
The TARGETSECONDS item appears in the split/skill tables.
This item stores the number of target seconds specified on the Avaya communication server for the
split/skill target service level. The archiving process that transforms data for larger time intervals,
such as daily to weekly, will record the maximum value of TARGETSECONDS.

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.

TENANT
The TENANT database item is included in the following database tables:
Agent, Agent trace, Agent login/logout, Agent exception, Split/Skills, Split/Skills
exception, Trunk Group, Trunk Group exception, Trunk, VDN, VDN exception, Vector,
Vector exception, CWC, Malicious call trace, and Call Record tables
The ID of the tenant partition to which the resource belongs.

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.

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This is an administrative item.

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, TI_AUXTIME10 through 99
(optional feature), I_AUXINTIME, and I_AUXOUTTIME.
SUM(TI_AUXTIME) equals the sum of all TI_AUXTIME items, 0-9, 10-99 (optional feature), over all
splits/skills that the agent was logged into.
This is a cumulative item.

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 communication servers with AUX reason codes active, TI_AUXTIME0 is the

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 TI_AUXTIME1 through TI_AUXTIME9

time that is spent in “system” AUX work. TI_AUXTIME0 is the same as TI_AUXTIME for
communication servers without AUX reason codes active.
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 Avaya
communication servers with the EAS feature.
This is a cumulative item.

TI_AUXTIME10 through TI_AUXTIME99

Note:
The TI_AUXTIME10 through 99 items are available if you purchased the expanded AUX reason
codes feature.
The TI_AUXTIME10 through TI_AUXTIME99 items appear in the following database tables:
Agent tables
The length of time that the agent spends in AUX with reason codes of 10 through 99. “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_AUXTIME10 through TI_AUXTIME99 items are available on Avaya
communication servers 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

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Dictionary of CMS database items

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
communication servers 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.

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 communication server 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

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 TIME

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.

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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TIMEZONE
The TIMEZONE database item is included in the following database tables:
Agent, Call Work Code, Split/Skill, Trunk, Trunk Group, VDN, Vector tables
The 40 character long TIMEZONE is used for daily, weekly, or monthly archiving and indicates the
time zone used for aggregation. The TIMEZONE field is added to the daily, weekly, and monthly
tables. This field allows reporting of daily, weekly, and monthly data for a specified time zone other
than the default ACD time zone. For daily, weekly, and monthly data, one additional time zone per
ACD can be configured. If the tenancy feature is installed, an additional time zone per tenant can be
defined.

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:

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 TINAUX1 through TINAUX9 (real-time)

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
communication servers with AUX reason codes active, TINAUX0 is the time that is spent in “system”
AUX work. The TINAUX0 item is available with the EAS feature.
This is a status item.

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.

TINAUX10 through TINAUX99 (real-time)

Note:
The TINAUX10 through 99 items are available if you have purchased the expanded AUX reason
codes feature.
The TINAUX10 through TINAUX99 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 10
through 99 for all splits/skills. This includes agents on AUXIN or AUXOUT calls from AUX with the
appropriate reason code. The TINAUX10 through TINAUX99 items are available with the EAS
feature.
This is a status item.

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

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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.

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.

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 TONACDAUXOUT (real-time)

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.

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.

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This is a status item.

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.

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

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 TOT_PERCENTS (real-time)

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.
This is a status item.

TOT_PERCENTS (real-time)
The TOT_PERCENTS item is included in the following database tables:
Split/Skill tables
The sum of the percentages allocated to the skill for each of the agents that are logged in to the
skill. With Business Advocate percent allocation call handling preference, each agent has an
administered percentage allocation (PA) value for each of their assigned skills which adds up to
100% of the agent's staffed time. The percentage allocation value represents the percentage of time
the agent is allocated to spend in the skill. Also see PERCENT.
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 communication server 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.

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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.
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.

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 TRENDBASE

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.

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 Avaya communication servers 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.

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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.
Call record tables
The UCID is the Universal Call Identifier-a unique number assigned to this call segment within the
customer network.

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 Avaya communication servers with the
EAS feature.
This is an administrative item.

UUI_LEN
The UUI_LEN item is included in the following database tables:
Call record tables
Length in bytes of the User to User Information associated with the call segment.

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.

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 VDN

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.
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.

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VDN2-9
The VDN2-9 item is included in the following database tables:
Call record tables
The 2nd-9th VDN associated with the call segment.

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.
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:

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 WORKCODE

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 last call work code that the agent entered for the call. The WORKCODE item is available when
call work codes are implemented.

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).

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• 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.

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.
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.

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 WORKSPLIT2 and WORKSPLIT3 (real-time)

This is a status item.

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.
This is a status item.

WORKSPLIT21 through WORKSPLIT60 (real-time)

The WORKSPLIT21 through WORKSPLIT60 items appear in the following database tables:
Agent tables
This item stores the numbers of splits/skills other than WORKSPLIT in which the agent is available.
WORKSPLIT21 through WORKSPLIT60 apply to agents who are logged into more than one split/
skill.
This is a status item.

WORKSPLIT61 through WORKSPLIT120 (real-time)

The WORKSPLIT61 through WORKSPLIT120 items appear in the following database tables:

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Dictionary of CMS database items

Agent tables
This item stores the numbers of splits/skills other than WORKSPLIT in which the agent is available.
WORKSPLIT61 through WORKSPLIT120 apply to agents who are logged into more than one split/
skill.
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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Chapter 6: Definitions of CMS calculations

This section includes definitions of the calculations that are used in the CMS and CMS Supervisor
reports. It also includes information and cross-reference tables for the search values used in
calculations.
CMS uses calculations of database items in many reports. 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

Calculation name Calculation Description
CALCULATION NAME (as it appears in Mathematical definition of the Short description of the
the CMS Dictionary) calculation calculation

Search values
This section presents database search values. Use the tables in this section to identify how CMS
stores the row search values.
There are two types of tables:
• Agent state and row search values cross-reference tables on page 331
• Call disposition and row search values cross-reference tables on page 334

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.

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Definitions of CMS calculations

Table 3: 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
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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 Search values

Table 4: 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

Table 5: 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
Table continues…

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Definitions of CMS calculations

Status database items State names Values for row search

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

Calculations
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.
This section includes the following topics:
• Standard CMS Dictionary calculations on page 334
• Reports-specific calculations on page 344

Standard CMS Dictionary calculations

The following table lists all of the standard CMS Dictionary calculations:

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 Calculations

Calculation name Calculation Description

ACW_AUX_OUT_ADJ ACWAUXOUTADJCALLS + Off-communication server
AUXOUTADJCALLS calls by adjunct while in
ACW or AUX
ACW_AUX_OUT_CALLS ACWOUTOFFCALLS + All off-communication server
AUXOUTOFFCALLS calls placed while in ACW or
AUX
AGENTS_ON_EXT_CALLS (ONACWIN + ONAUXIN + ONACWOUT Agents on extension calls
+ ONAUXOUT)
ART (Actual Relative to Target) (100*TARGETACDCALLS / This calculation determines
CALLSOFFERED) - TARGETPERCENT the actual service level as
compared to the target
service level percentage.
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
AVG_ACWAUX_OUT_CALLS sum(ACWOUTOFFTIME + Average time for off-
AUXOUTOFFTIME) / communication server calls
sum(ACWOUTOFFCALLS + while in ACW or AUX
AUXOUTOFFCALLS)
AVG_AGENT_ACW_SUM sum(TOTAL_ACWTIME) / Total average agent ACW
sum(TOTAL_ACDCALLS) time
AVG_AGENT_ACW_TIME TOTAL_ACWTIME / TOTAL_ACDCALLS Average ACW time
AVG_AGENT_TALK_SUM sum(TOTAL_ACDTIME) / Total average agent ACD
sum(TOTAL_ACDCALLS) talk time
AVG_AGENT_TALK_TIME TOTAL_ACDTIME / TOTAL_ACDCALLS Average agent ACD 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 of
sum(CONNECTCALLS) 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
Table continues…

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Definitions of CMS calculations

Calculation name Calculation Description

AVG_EQV_AG_STFD (TOTAL_I_ACDACW + Average positions staffed for
TOTAL_I_ACDHOLD + this skill across all call
TOP_AVAUXTIME + FTEA_AVAUX) / handling preferences
(INTRVL * 60)
AVG_HOLD_TIME HOLDTIME / HOLDCALLS Average hold time
AVG_HOLD_TIME_SUM sum(HOLDTIME) / sum(HOLDCALLS) Total average hold time
AVG_INB_ACD_TIME (TOTAL_ACDTIME - O_ACDTIME) / Average inbound ACD time
(TOTAL_ACDCALLS - O_ACDCALLS)
AVG_INB_ACW_TIME (TOTAL_ACWTIME - O_ACWTIME) / Average inbound ACW time
INBOUND_ACDCALLS
AVG_INB_ACD_TIME_SUM (sum(TOTAL_ACDTIME - Average inbound ACD time
O_ACDTIME)) / INBOUND_ACDCALLS
AVG_INB_ACW_TIME_SUM (sum(TOTAL_ACWTIME- Average inbound ACW time
O_ACWTIME))/ INBOUND_ACDCALLS
AVG_OUTB_ACD_SUM sum(O_ACDTIME) / sum(O_ACDCALLS) Total outbound 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 average
sum(O_ACDCALLS) 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 * 60) Total average positions
staffed
AVG_TALK_TIME_IN (ACWINTIME + AUXINTIME) / Extension in calls average
(ACWINCALLS + AUXINCALLS) 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 average
(ACWOUTCALLS + AUXOUTCALLS) talk time
AVG_TALK_TIME_OUT_SUM sum(ACWOUTTIME + AUXOUTTIME) / Extension out calls total
sum(ACWOUTCALLS + average talk time
AUXOUTCALLS)
AVG_TOP_STAFF (TOTAL_I_ACDACW + Average positions staffed for
TOTAL_I_ACDHOLD + EAS, making use of the top
TOPAVAUXTIME) / (INTRVL * 60) 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 staffed for
TOT_I_ACDHOLD_SUM + EAS, summed over all
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 Calculations

Calculation name Calculation Description

TOP_AVAUXTIME_SUM)/ records found in the search,
sum(INTRVL*60) 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 time
OUTCALLS)
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
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 staffed
I_STAFFTIME
CALLS_PER_POS_SUM (sum(60 * INTRVL) * sum(ACDCALLS))/ Total calls per position
sum(I_STAFFTIME
CALLS_WAITING INQUEUE + INRING Number of calls ringing and
queued for split/skill
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Definitions of CMS calculations

Calculation name Calculation Description

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
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-ACD time
(MAX_FTE_AGENTS / MAXSTAFFED) for this skill for percent
allocated (PCNT) agents
I_SUM_TIME I_ACDTIME + I_ACWTIME + Intermediate time used to
I_OTHERTIME + I_RINGTIME + calculate INT_AUXTIME
I_DA_ACDTIME + I_ DA_ACWTIME
IAUXTIME_REMAINING (sum(I_AUXTIME) The amount of time that
agents have spent in the
-sum(I_AUXTIME1)
AUX work mode in a split/
-sum(I_AUXTIME2) skill for AUX reason codes
10-99
-sum(I_AUXTIME3)
-sum(I_AUXTIME4)
-sum(I_AUXTIME5)
-sum(I_AUXTIME6)
-sum(I_AUXTIME7)
-sum(I_AUXTIME8)
-sum(I_AUXTIME9)
-sum(I_AUXTIME0))
INAUX_REMAINING (INAUX-INAUX0-INAUX1-INAUX2- The number of agents in the
INAUX3-INAUX4-INAUX5-INAUX6- AUX work mode in a split/
INAUX7-INAUX8-INAUX9)
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 Calculations

Calculation name Calculation Description

skill for AUX reason codes
10-99
INBOUND_ACDCALLS (sum (TOTAL_ACDCALLS - Total inbound ACD calls
O_ACDCALLS))
INT_AUXTIME I_STAFFTIME - I_AVAILTIME - Agent time in AUX work in a
(I_SUM_TIME) 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
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
PCNT_AGSURP 100*(AGSURPDELIVERIES)/ Percentage of the calls
(AGSURPDELIVERIES delivered upon agent
+CALLSURPDELIVERIES) surplus condition.
PCNT_AGSURP_PREF 100 * (AGSURPPREFCALLS) / Percentage of the calls
(AGSURPDELIVERIES) delivered to preferred
agents upon agent surplus
condition.
PCNT_AGSURP_PREF_SUM 100 * sum(AGSURPPREFCALLS) / Total percentage of the calls
sum(AGSURPDELIVERIES) delivered to preferred
agents upon agent surplus
condition.
PCNT_AGSURP_SUM 100 * sum(AGSURPDELIVERIES) / Total percentage of the calls
sum(AGSURPDELIVERIES + delivered upon agent
CALLSURPDELIVERIES) surplus condition.
PCNT_CALLSURP 100 * (CALLSURPDELIVERIES) / Percentage of the calls
(AGSURPDELIVERIES + delivered upon call surplus
CALLSURPDELIVERIES) condition.
PCNT_CALLSURP_SUM 100 * sum(CALLSURPDELIVERIES) / Total percentage of the calls
sum(AGSURPDELIVERIES delivered upon call surplus
+CALLSURPDELIVERIES) condition.
PERCENT_ACD_TIME 100 * ((I_ACDTIME + I_ACWTIME) / Percentage of time agents
I_STAFFTIME) spend on split/skill ACD
calls and in ACW
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Definitions of CMS calculations

Calculation name Calculation Description

PERCENT_ACD_TIME_SUM 100 * (sum(I_ACDTIME + I_ACWTIME) / Total percentage of time
sum(I_STAFFTIME)) agents in spend on split/skill
ACD calls and in ACW
PERCENT_ALL_BUSY 100 * (ALLINUSETIME / Percentage of time all trunks
SECS_PER_DAY) in use
PERCENT_ALL_BUSY_D 100 * (ALLINUSETIME / Percentage of time all trunks
d_secs.SECSPERDAY) in use in the day
PERCENT_ALL_BUSY_I 100*(ALLINUSETIME)/ Percentage of time all trunks
were busy in interval
(INTERVL*60)
PERCENT_ALL_BUSY_M 100 * (ALLINUSETIME / Percentage of time all trunks
m_secs.SECSPERMN) in use in the month
PERCENT_ALL_BUSY_W 100 * (ALLINUSETIME / Percentage of time all trunks
w_secs.SECSPERWK) in use in the week
PERCENT_ALL_BUSY_SUM 100 * (sum(ALLINUSETIME) / Percentage of time all trunks
sum(SECS_PER_DAY)) in use
PERCENT_AL_BSY_SUM_D 100 * (sum(ALLINUSETIME) / Percentage of time all trunks
sum(d_secs.SECSPERDAY)) in use during the day
PERCENT_AL_BSY_SUM_M 100 * (sum(ALLINUSETIME) / Percentage of time all trunks
sum(m_secs.SECSPERMN)) in use during the month
PERCENT_AL_BSY_SUM_W 100 * (sum(ALLINUSETIME) / Percentage of time all trunks
sum(w_secs.SECSPERWK)) 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 / (CALLSOFFERED)) Percentage of calls offered
that abandoned
PERCENT_CALL_ANS 100 * (ACDCALLS / CALLSOFFERED) Percentage of calls offered
that were answered
PERCENT_CALL_ANS_SUM 100 * (sum(ACDCALLS) / Total percentage of calls
sum(CALLSOFFERED)) offered that were answered
PERCENT_MBUSY 100 * (MBUSYTIME / (SECS_PER_DAY Percent of time trunks
* TRUNKS)) maintenance busy

Note:
This calculation is
obsolete. Do not use it.
Table continues…

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 Calculations

Calculation name Calculation Description

PERCENT_MBUSY_D 100 * (MBUSYTIME / Percent of time trunks were
(d_secs.SECSPERDAY * TRUNKS)) maintenance busy during
the day
PERCENT_MBUSY_M 100 * (MBUSYTIME / Percent of time all trunks
(m_secs.SECSPERMN * TRUNKS)) were maintenance busy
during the month
PERCENT_MBUSY_W 100 * (MBUSYTIME / Percent of time all trunks
(w_secs.SECSPERWK * TRUNKS)) were maintenance busy
during the week
PERCENT_MBUSY_SUM_D 100 * (sum(MBUSYTIME) / Percent of time all trunks
(avg(d_secs.SECSPERDAY) * were maintenance busy
sum(TRUNKS))) during the day
PERCENT_MBUSY_SUM_M 100 * (sum(MBUSYTIME) / Percent of time all trunks
(avg(m_secs.SECSPERMN) * were maintenance busy
sum(TRUNKS))) during the month
PERCENT_MBUSY_SUM_W 100 * (sum(MBUSYTIME) / Percent of time all trunks
(avg(w_secs.SECSPERWK) * were maintenance busy
sum(TRUNKS))) during the week
PERCENT_MBUSY_SUM 100 * (sum(MBUSYTIME) / Percent time trunks in were
(avg(SECS_PER_DAY) * maintenance busy
sum(TRUNKS)))
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 answered
sum(INCALLS)) 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_SK_AVAIL 100*(sum(I_AVAILTIME) / This calculation indicates
sum(TI_AVAILTIME)) / the amount of time that an
(sum(I_STAFFTIME) / agent was available in all
sum(TI_STAFFTIME)) assigned skills. If an agent
was assigned to the auto-
reserve state for a skill, this
number would be less than
100. For example, “83%” in
this calculation indicates that
the agent was available in
Table continues…

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Definitions of CMS calculations

Calculation name Calculation Description

all skills for 83% of the
specified interval. In this
calculation, a high number
indicates that the auto-
reserve state was rarely
used while a low number
indicates that the agent was
almost entirely occupied
with the auto-reserved skill.
PERCENT_SLVL_SPL_SUM 100 * (sum(ACCEPTABLE) / sum Percent of total split calls
(CALLSOFFERED)) answered in service level
PERCENT_VDN_ABAN 100 * (sum(ABNCALLS) / Percent of calls abandoned
sum(INCALLS))
PERCENT_VDN_ANSCONN 100 * (sum(ACDCALLS + Percent of calls answered
CONNECTCALLS) / sum(INCALLS)) for VDN
R1ACTIVE_AGT R1AGINRING + R1ONACD + R1INACW Number of Reserve 1
agents on ACD calls,
ringing, or in ACW for this
skill
R2ACTIVE_AGT R2AGINRING + R2ONACD + R2INACW Number of Reserve 2
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.
TIAUXTIME_REMAINING (sum(TI_AUXTIME) The length of time that top
agents have spent in the
-sum(TI_AUXTIME1)
AUX work mode in a split/
-sum(TI_AUXTIME2) skill for reason codes 10-99
-sum(TI_AUXTIME3)
-sum(TI_AUXTIME4)
-sum(TI_AUXTIME5)
-sum(TI_AUXTIME6)
-sum(TI_AUXTIME7)
-sum(TI_AUXTIME8)
-sum(TI_AUXTIME9
Table continues…

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 Calculations

Calculation name Calculation Description

-sum(TI_AUXTIME0))
TINAUX_REMAINING (TINAUX-TINAUX0-TINAUX1-TINAUX2- The number of top agents in
TINAUX3-TINAUX3-TINAUX4-TINAUX5- the AUX work mode in a
TINAUX6-TINAUX7-TINAUX8-TINAUX9) split/skill for AUX reason
codes 10-99
TOP_AVAUXTIME I_TAUXTIME+I_TAVAILTIME Subcalculation that supports
+I_TOTHERTIME 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_SUM
calculation
Sum of the time top agents
spent in AUX work and
available
TOT_I_ACDACW_SUM sum(I_ACDTIME + I_ACWTIME + Subcalculation that supports
I_DA_ACDTIME + I_DA_ACWTIME + the
I_RINGTIME) AVG_TOP_STAFF_SUM
calculation
Sum of the ACD and ACW
time for split/skill and direct
agent calls, plus the (agent)
ringing time for those calls
TOT_I_ACDHOLD_SUM sum(I_ACDOTHERTIME + Subcalculation that supports
I_ACDAUXINTIME + the
I_ACDAUX_OUTTIME) AVG_TOP_STAFF_SUM
calculation
Sum of the time agents
spent with ACD calls on hold
TOTAL_I_ACDACW (I_ACDTIME + I_ACWTIME Subcalculation that supports
+I_DA_ACDTIME+I_DA_ACWTIME the new AVG_TOP_STAFF
+I_RINGTIME) 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
Table continues…

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Definitions of CMS calculations

Calculation name Calculation Description

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 + I_ACDAUXINTIME Sum of the time agents
+ I_ACD_ACDAUX_OUTTIME spent with ACD calls on hold
TOTAL_I_ACWTIME (I_ACWTIME + I_DA_ACWTIME) Total interval-based ACW
time

Reports-specific calculations
These calculations present information supporting Avaya Business Advocate and Virtual Routing.
They are not standard CMS calculations and are not part of the CMS database, although they draw
data from the database.
Calculation Calculation Description Database tables
name
% Aban 100 * (sum(ABNCALLS) / The number of the total calls to all vdn
sum(INCALLS)) VDNs on a selected ACD that
abandoned, expressed as a
percentage.
Used in daily reports.
% Busy 100 * (sum(BUSYCALLS) / The number of the total calls to all vdn
sum(INCALLS)) 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 calls to all vdn
sum(INCALLS)) VDNs on a selected ACD that were
disconnected, expressed as a
percentage. Used in daily reports.
% Aban 100 * ABNCALLS / The number of the total calls to a vdn
INCALLS VDN that abandoned, expressed
as a percentage. Used in interval,
weekly, and monthly reports.
% Busy 100 * BUSYCALLS / The number of the total calls to a vdn
INCALLS VDN that were busy, expressed as
a percentage. Used in interval,
weekly, and monthly reports.
% Flow Out 100 * OUTFLOWCALLS / The number of the total calls to a vdn
INCALLS VDN that were redirected to
another VDN, expressed as a
percentage. Used in interval,
weekly, and monthly reports.
Table continues…

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 Calculations

Calculation Calculation Description Database tables

name
% Agent Occup 100 * (sum(I_RINGTIME + The percentage of an agent or agent
(Group) w/ACW I_ACDTIME + agent group's occupancy, including
I_ACDOTHERTIME + after call work time. This
I_ACDAUX_OUTTIME + calculation is used in interval, daily,
I_ACDAUXINTIME + weekly, and monthly Historical
I_ACWTIME) / Agent Summary and Agent Group
(sum(TI_STAFFTIME – Summary reports. When it is used
TI_AUXTIME + in an Agent Summary report, the
I_ACDAUX_OUTTIME + field is % Agent Occup.
I_ACDAUXINTIME))
% Agent Occup 100 * (sum(I_RINGTIME + The percentage of an agent or agent
(Group) w/o ACW I_ACDTIME + agent group's occupancy,
I_ACDOTHERTIME + excluding after call work time. This
I_ACDAUX_OUTTIME + calculation is used in interval, daily,
I_ACDAUXINTIME) / weekly, and monthly Historical
(sum(TI_STAFFTIME – Agent Summary and Agent Group
TI_AUXTIME + Summary reports. When it is used
I_ACDAUX_OUTTIME + in an Agent Summary report, the
I_ACDAUXINTIME)) field is % Agent Occup.

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Appendix A: Changes In 16.X Releases

Database schema changes in R16.1

The following new data items have been added to the CMS R16.1 database:
• Increasing skills per agent from 60 to 120.
- cagent, pagent, haglog
• LOGONSKILL61-LOGONSKILL120, SKLEVEL61-SKLEVEL120, SKPERCENT61-
SKPERCENT120, WORKSPLIT61-WORKSPLIT120
• Support of the Communication Manager features like Interruptible AUX and Skill Level Routing.
- cagent, pagent
• SKINTRTYPE 1-120, INTRSTATUS, INTRNOTIFIES, ACCEPTEDINTRS,
REJECTEDINTRS, INTRDELIVERIES
- haglog
• SKINTRTYPE 1-120
- hagent, dagent, wagent, magent
• INTRSTATUS, INTRNOTIFIES, ACCEPTEDINTRS, REJECTEDINTRS,
INTRDELIVERIES
- ag_actv
• INTERRUPTED
- csplit, psplit, hsplit, dsplit, wsplit, msplit
• INTRDELIVERIES, AGSURPDELIVERIES, AGSURPPREFCALLS,
AGSURPNPREFCALLS, CALLSURPDELIVERIES
- cvdn, pvdn, hvdn, dvdn, wvdn, mvdn
• AGSURPDELIVERIES, AGSURPPREFCALLS, AGSURPNPREFCALLS,
CALLSURPDELIVERIES
- call_rec
• INTERRUPTDEL, AGENTSURPLUS, AGENTSKILLLEVEL, PREFSKILLLEVEL
The following new calculations have been added:
• PCNT_AGSURP, PCNT_CALLSURP, PCNT_AGSURP_PREF, PCNT_AGSURP_SUM,
PCNT_CALLSURP_SUM, PCNT_AGSURP_PREF_SUM

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 Database Schema changes in R16.3

The following new rows have been added to the synonyms table:
• Interrupttype, interruptstatus

Database Schema changes in R16.3

The following new data items have been added to the CMS R16.3 database:
• Support for Intelligent Customer Routing.
- cagent, pagent, hagent, dagent, wagent, magent
• ICRPULLCALLS, ICRPULLTIME, DA_ICRPULLCALLS, DA_ICRPULLTIME
- csplit, psplit, hsplit, dsplit, wsplit, msplit
• ICRPULLCALLS, ICRPULLTIME, ICRPULLRINGCALLS, REDIRECTCALLS
- cvdn, pvdn, hvdn, dvdn, wvdn, mvdn
• ICRPULLCALLS, ICRPULLTIME, ICRPULLRINGCALLS, ICRPULLQUECALLS
- cvector, pvector, hvector, dvector, wvector, mvector
• ICRPULLCALLS, ICRPULLTIME, ICRPULLRINGCALLS, ICRPULLQUECALLS
- ctkgrp, ptkgrp, htkgrp, dtkgrp, wtkgrp, mtkgrp
• ICRPULLCALLS, ICRPULLVECCALLS, ICRPULLRINGCALLS, ICRPULLQUECALLS
- ctrunk, ptrunk, htrunk, dtrunk, wtrunk, mtrunk
• ICRPULLCALLS
- call_rec
• ICRRESENT, ICRPULLREASON
Note:
DA_ICRPULLCALLS and DA_ICRPULLTIME are for future use and will not be
populated in R16.3.

July 2016 Avaya Call Management System Database Items and Calculations 347
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Appendix B: Changes In 17.X Releases

Database Schema changes in R17

The following new data items have been added to the CMS R17 database:
• This item is reserved for future use.
- hagent, dagent, wagent, magent, ag_actv
• ATTRIB_ID
• These items are reserved for future use.
- call_rec
• ORIG_ATTRIB_ID, ANS_ATTRIB_ID, OBS_ATTRIB_ID

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Appendix C: Changes In 18.X Releases

Database Schema changes in R18

The following new database items have been added to the CMS R18 database:
• TENANT
- Agent, Agent trace, Agent login/logout, Agent exception, Split/Skills, Split/Skills exception,
Trunk Group, Trunk Group exception, Trunk, VDN, VDN exception, Vector, Vector
exception, CWC, Malicious call trace exception, and Call Record tables
• TIMEZONE
- Agent, Call Work Code, Split/Skill, Trunk, Trunk Group, VDN, Vector tables
• ROW_TIME_UTC
- Agent Exception, Split/Skill Exception, Trunk Group Exception, VDN Exception, Malicious
Call Exception, Disk Full Exception, Link Exception tables
The following database items were converted from an integer field to a 20 character field:
• ATTRIB_ID
• ANS_ATTRIB_ID
• OBS_ATTRIB_ID
• ORIG_ATTRIB_ID
The database item ATTRIB_ID was also added to the following tables:
• Agent Exceptions
• Trunk Group Exceptions
• Malicious Call Trace Exceptions
• Agent Login/Logout
Note:
ATTRIB_ID was added to hagent, dagent, wagent, magent, and ag_actv in CMS R17.
The logid, VDN, and extension field lengths are increased to 16 characters and are summarized as
follows:
• dagent, hagent, wagent, magent / extension, logid
• haglog / logid, extn

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Changes In 18.X Releases

• dtkgrp, htkgrp, wtkgrp, mtkgrp / vdn

• dvnd, hvdn, wvdn, mvdn / vdn
• vdnex / vdn
• ag_actv / calling_pty, logid
• call_rec / anslogin, dispvdn, firstvdn, vdn2-9, lastobserver, origlogin
• mctex / logid, vdn
• agex, tgex / logid

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Index
Special Characters AG_DEST .......................................................................... 331
AG_DIR ............................................................................. 331
% Aban .............................................................................. 344 AG_ORIG .......................................................................... 331
% Agent Occup (Group) w/ACW ....................................... 344 AG_PREF .......................................................................... 331
% Agent Occup (Group) w/o ACW .................................... 344 AGDURATION (real-time) ................................................. 162
% Busy ...............................................................................344 Agent ................................................................................... 34
% Disconnect .....................................................................344 Agent Counts ....................................................................... 71
% Flow Out ........................................................................ 344 Agent database items .............................................. 40, 84, 96
Agent Exceptions database items ..................................... 111
Agent Group database items ............................................. 138
A Agent login/logout database items .......................................46
Abandoned Call ................................................................... 33 Agent Login/Logout database items .................................. 105
Abandoned Calls ................................................................. 69 Agent Position, EAS ............................................................ 34
ABNCALLS ........................................................................ 143 Agent Position, No EAS .......................................................34
ABNCALLS1-ABNCALLS10 .............................................. 144 Agent Role ........................................................................... 71
ABNQUECALLS ................................................................ 145 AGENTS_ON_EXT_CALLS .............................................. 334
ABNRINGCALLS ............................................................... 145 Agents in Multiple Splits/Skills ............................................. 69
ABNTIME ...........................................................................146 AGENTSKILLLEVEL ......................................................... 158
ABNVECCALLS .................................................................147 Agent State and Row Search Values Cross-Reference .... 331
ACCEPTABLE ................................................................... 147 Agent State Tracking at Login ............................................. 69
ACD_RELEASE .................................................................149 AGENTSURPLUS ............................................................. 159
ACD (index) ....................................................................... 148 Agent Time in Skill ............................................................... 71
ACDAUXOUTCALLS .........................................................150 Agent trace database items ................................................. 47
ACD Call .............................................................................. 33 Agent Trace database items ..............................................106
ACDCALLS ........................................................................150 agex ..................................................................................... 26
ACDCALLS_R1 ................................................................. 151 AGINRING (real-time) ........................................................159
ACDCALLS_R2 ................................................................. 152 AGOCC ..............................................................................160
ACDCALLS1-ACDCALLS10 ..............................................153 AGSTATE (real-time) .........................................................160
ACDONHOLD (real-time) .................................................. 153 AGSURPDELIVERIES ...................................................... 160
ACD Shifts database items ................................................139 AGSURPNPREFCALLS .................................................... 160
ACDTIME ...........................................................................153 AGSURPPREFCALLS .......................................................161
active calls ........................................................................... 88 AGT_RELEASED .............................................................. 161
ACTIVECALLS (real-time) ................................................. 154 AGTIME(real-time) .............................................................158
ACW .................................................................................... 33 ALL_BUSY .........................................................................331
ACW_AUX_OUT_ADJ .......................................................334 ALLINUSE (real-time) ........................................................ 162
ACW_AUX_OUT_CALLS .................................................. 334 ALLINUSETIME .................................................................162
ACWINCALLS ................................................................... 154 ANI_SID .............................................................................162
ACWINTIME ...................................................................... 154 ANS_ATTRIB_ID ............................................................... 165
ACWOUTADJCALLS .........................................................155 ANSCONNCALLS1-ANSCONNCALLS10 .........................163
ACWOUTCALLS ............................................................... 155 ANSHOLDTIME .................................................................163
ACWOUTOFFCALLS ........................................................ 155 ANSLOCID ........................................................................ 163
ACWOUTOFFTIME ........................................................... 156 ANSLOGIN ........................................................................ 163
ACWOUTTIME .................................................................. 156 ANSREASON .................................................................... 164
ACWTIME ..........................................................................157 ANSRINGTIME ..................................................................164
ADJATTEMPTS .................................................................157 ANSTIME ...........................................................................164
ADJROUTED .....................................................................158 Answered Call ......................................................................34
ADJUNCTOUT (real-time) ................................................. 158 Archiver Execution database items ................................... 137
Adjunct-Placed and Adjunct-Routed Calls ...........................69 ART (Actual Relative to Target) .........................................334
Administrative data .............................................................. 28 ASA (real-time) .................................................................. 165
Administrative data, definition .......................................28 ASSIST .............................................................................. 165
Administrative data, definition ..............................................28 ASSIST_ACTV .................................................................. 166
After Call Work .....................................................................33 ASSISTS ............................................................................166
ag_actv ................................................................................ 26 ATAGENT (real-time) ........................................................ 166

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Index

ATTRIB_ID ........................................................................ 167 AVG_VDN_ACD_SK1_TIME .............................................334

AUDIO ............................................................................... 167 AVG_VDN_ACD_SK2_TIME .............................................334
Audio Difficulty ..................................................................... 71 AVG_VDN_ACD_SK3_TIME .............................................334
Automatic-in mode (AI) ........................................................ 34 AVG_VDN_ACW_SK1_TIME ............................................334
AUXINCALLS .................................................................... 167 AVG_VDN_ACW_SK2_TIME ............................................334
AUXINTIME ....................................................................... 168 AVG_VDN_ACW_SK3_TIME ............................................334
AUXOUTADJCALLS ..........................................................168 AVG_VDN_TIME ............................................................... 334
AUXOUTCALLS ................................................................ 168 AVG_VDN_TIME_SUM ..................................................... 334
AUXOUTOFFCALLS ......................................................... 169 AVG_VEC_TIME ............................................................... 334
AUXOUTOFFTIME ............................................................ 169 AVG_VEC_TIME_SUM ..................................................... 334
AUXOUTTIME ................................................................... 170 AVGAGSERV .................................................................... 171
AUXREASON .................................................................... 170 AVGSPEEDANS ................................................................171
AUX work mode ...................................................................34 AWORKMODE .................................................................. 171
Availability of database items .............................................. 25
AVAILABLE (real-time) ...................................................... 171
Avaya Business Advocate ................................................... 71
B
Average Speed of Answer (ASA) ........................................ 70 BACKUPCALLS .................................................................172
AVG_ABANDON_TIME .....................................................334 Best Service Routing ........................................................... 71
AVG_ABANDON_TIME_SUM ...........................................334 Best Service Routing (BSR) ................................................ 35
AVG_ACD_TALK_TIM_SUM ............................................ 334 BH_ABNCALLS ................................................................. 173
AVG_ACD_TALK_TIME .................................................... 334 BH_ACDCALLS .................................................................173
AVG_ACW_TIME .............................................................. 334 BH_ACDTIME ....................................................................174
AVG_ACW_TIME_SUM .................................................... 334 BH_ALLINUSETIME ..........................................................174
AVG_ACWAUX_OUT_CALLS .......................................... 334 BH_BUSYCALLS ...............................................................174
AVG_AGENT_ACW_SUM ................................................ 334 BH_DISCCALLS ................................................................174
AVG_AGENT_ACW_TIME ................................................334 BH_INCALLS .....................................................................175
AVG_AGENT_TALK_SUM ................................................334 BH_INTIME ........................................................................175
AVG_AGENT_TALK_TIME ............................................... 334 BH_OABNCALLS .............................................................. 175
AVG_ANSWER_SPEED ................................................... 334 BH_OACDCALLS .............................................................. 176
AVG_ANSWER_SPEED_SUM ......................................... 334 BH_OOTHERCALLS ......................................................... 176
AVG_CONNECT_TIME .....................................................334 BH_OTHERCALLS ............................................................176
AVG_CONNECT_TIME_SUM ...........................................334 BH_OUTCALLS .................................................................177
AVG_DEQUE_ACD_TIME ................................................ 334 BH_OUTTIME ....................................................................177
AVG_EQV_AGENTS_STFD ............................................. 334 BH_STARTTIME ............................................................... 177
AVG_HOLD_TIME .............................................................334 BH_VDNCALLS .................................................................177
AVG_HOLD_TIME_SUM ...................................................334 BLOCKAGE ....................................................................... 178
AVG_INB_ACD_TIME ....................................................... 334 BSR ..................................................................................... 76
AVG_INB_ACD_TIME_SUM ............................................. 334 BSRPLAN .......................................................................... 178
AVG_INB_ACW_TIME ...................................................... 334 BUSY_DISCONNECT ....................................................... 334
AVG_INB_ACW_TIME_SUM ............................................ 334 BUSYCALLS ......................................................................178
AVG_OUTB_ACD_SUM ....................................................334 Busy Hour data, definition ....................................................28
AVG_OUTB_ACD_TIME ................................................... 334 BUSYTIME ........................................................................ 179
AVG_OUTB_ACW_SUM ...................................................334
AVG_OUTB_ACW_TIME .................................................. 334
AVG_POS_STAFF ............................................................ 334 C
AVG_POS_STAFF_SUM .................................................. 334
cagent .................................................................................. 26
AVG_TALK_TIM_OUT_SUM ............................................ 334
Calculations ....................................................................... 334
AVG_TALK_TIME_IN ........................................................ 334
call_rec ................................................................................ 26
AVG_TALK_TIME_IN_SUM .............................................. 334
call-based data .................................................................... 93
AVG_TALK_TIME_OUT .................................................... 334
Call-based data, definition ................................................... 28
AVG_TOP_STAFF ............................................................ 334
Call Disposition .................................................................... 77
AVG_TOP_STAFF_SUM .................................................. 334
Call Disposition and Row Search Values Cross-Reference
AVG_TRK_HOLD_IN_SUM .............................................. 334
............................................................................................334
AVG_TRK_HOLD_OUT_SUM .......................................... 334
CALLER_HOLD .................................................................180
AVG_TRK_HOLD_TIM_OUT ............................................ 334
Call handling preference ......................................................72
AVG_TRK_HOLD_TIME ................................................... 334
CALLID .............................................................................. 180
AVG_TRK_HOLD_TIME_IN ..............................................334
CALLING_II ....................................................................... 180

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 Index

CALLING_LOGID .............................................................. 180 DA_ACWINCALLS ............................................................ 186

CALLING_PTY .................................................................. 181 DA_ACWINTIME ............................................................... 187
Call Pickup ...........................................................................72 DA_ACWOADJCALLS ...................................................... 187
Call Record ........................................................................ 185 DA_ACWOCALLS ............................................................. 187
Call record database items .................................................. 48 DA_ACWOOFFCALLS ...................................................... 188
Call Record database items ...............................................107 DA_ACWOOFFTIME .........................................................188
CALLS_PER_POS ............................................................ 334 DA_ACWOTIME ................................................................ 188
CALLS_PER_POS_SUM .................................................. 334 DA_ACWTIME ...................................................................188
CALLS_WAITING .............................................................. 334 DA_ANSTIME ....................................................................189
Call Segment ....................................................................... 35 DA_ICRPULLCALLS ......................................................... 189
CALLSOFFERED .............................................................. 181 DA_ICRPULLTIME ............................................................ 189
CALLSURPDELIVERIES ...................................................181 DA_INACW (real-time) ...................................................... 189
call work code .................................................................... 185 DA_INQUEUE (real-time) .................................................. 190
Call work codes database items .......................................... 51 DA_INRING (real-time) ......................................................190
Call Work Codes database items ...................................... 109 DA_OLDESTCALL (real-time) ........................................... 190
CCS_TIME_INBOUND ...................................................... 334 DA_ONACD (real-time) ..................................................... 191
CCS_TIME_OUTBOUND .................................................. 334 DA_OTHERCALLS ............................................................191
ccwc .....................................................................................26 DA_OTHERTIME ...............................................................191
CHANGE ........................................................................... 182 DA_QUEUED .................................................................... 191
CHANGED (real-time) ....................................................... 182 DA_RELEASE ................................................................... 192
CHPROF ............................................................................182 DA_SKILL .......................................................................... 192
circular structure .................................................................. 91 DACALLS_FIRST .............................................................. 192
CMS dagent ..................................................................................26
feature interactions ....................................................... 90 database
CMS schema ACD Shifts items ........................................................ 139
generating ...................................................................140 Agent Exceptions items .............................................. 111
COMPLETED .................................................................... 183 Agent Group items ......................................................138
CONFERENCE ..................................................................183 Agent items ...................................................................96
Conference Tracking (G2.2 and G3) ................................... 73 Agent Login/Logout items ...........................................105
CONNECTCALLS ..............................................................183 Agent Trace items ...................................................... 106
Connected Call .................................................................... 35 Archiver Execution items ............................................ 137
CONNECTTIME ................................................................ 184 Call Record items ....................................................... 107
CONNTALKTIME ...............................................................184 Call Work Code items .................................................109
CONSULTTIME ................................................................. 184 Current Day Configuration Forecast items ................. 135
Converse Vector Command (G3V2 and later) .....................73 Current Day Forecast Report items ............................135
csplit .....................................................................................26 Customer Log items ................................................... 138
ctkgrp ................................................................................... 26 Database Items .......................................................... 140
ctrunk ................................................................................... 26 Data Collection Exceptions items ............................... 114
Cumulative data Data Collection Period items ...................................... 136
Cumulative data, definition ........................................... 28 data types ..................................................................... 94
Cumulative data, definition .................................................. 28 Disk Full Exceptions items ..........................................114
Current day configuration database items ........................... 51 index items ................................................................... 93
Current Day Configuration Forecast database items .........135 Malicious Call Trace Exceptions items ....................... 113
Current Day Forecast Report database items ................... 135 Split/Skill Exceptions items .........................................111
Current day report database items ...................................... 52 Split/Skill items ........................................................... 114
Customer Log database items ...........................................138 Synonyms items ......................................................... 138
cvdn ..................................................................................... 26 table names .................................................................. 91
cvector ................................................................................. 26 tables description ..........................................................93
CWC (index) ...................................................................... 185 Trunk Group Exceptions items ................................... 112
CWC1 ................................................................................ 185 Trunk group items .......................................................122
Trunk items .................................................................126
VDN Exceptions items ................................................112
D Vector Exceptions items ............................................. 113
DA_ABNCALLS ................................................................. 185 Vector items ................................................................128
DA_ABNTIME ....................................................................185 Database item information for report types ..........................29
DA_ACDCALLS .................................................................186 Database Items ..................................................................140
DA_ACDTIME ....................................................................186 Terminology ..................................................................33

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Index

Database item types ............................................................ 28 EXTENSION ...................................................................... 202

Busy Hour data, definition ............................................ 28 Extension Call ......................................................................35
Maximum Interval Value data, definition .......................28 External Call ........................................................................ 35
Row Identifier data, definition ....................................... 28 EXTN ................................................................................. 203
Special Table data ........................................................28 EXTYPE .............................................................................203
Status data, definition ................................................... 28 EXTYPE in the agent exception table ................................203
database logic structure .......................................................90 EXTYPE in the split/skill exception table ........................... 203
Database Schema changes in R18 ................................... 349 EXTYPE in the trunk group exception table ...................... 203
Database Table Names ....................................................... 26 EXTYPE in the VDN exception table ................................. 203
Data Collection Exceptions database items ...................... 114 EXTYPE in the vector exception table ...............................203
Data Collection Period database items ..............................136
dcwc .....................................................................................26
DEDICATED_AGENT ........................................................334
F
DEFLECTCALLS ............................................................... 193 f_cday .................................................................................. 26
DEQUECALLS ...................................................................193 f_cdayrep ............................................................................. 26
DEQUETIME ..................................................................... 193 FACTIVE_AG .................................................................... 334
DESTINATION (real-time) ................................................. 193 FAGINRING .......................................................................206
DIALED_NUM ....................................................................194 FAVAILABLE ..................................................................... 207
Dictionary FCALLS ............................................................................. 207
Calculations ................................................................ 334 feature interactions .............................................................. 90
DIGITS_DIALED ................................................................194 FINACW .............................................................................207
Direct Agent ACD Call (G3) ................................................. 35 FINAUX ..............................................................................208
Direct Agent Calling (G3) .....................................................73 FIRSTIVECTOR ................................................................ 208
DIRECTION ....................................................................... 194 FIRSTVDN .........................................................................208
DISCCALLS .......................................................................195 FMETHOD ......................................................................... 208
DISCTIME ..........................................................................195 FONACD ............................................................................209
Disk Full Exceptions database items ................................. 114 Forced disconnect ............................................................... 74
DISPIVECTOR .................................................................. 196 Forecasting tables ............................................................. 134
DISPOSITION ............................................................196, 334 FOTHER ............................................................................ 209
DISPPRIORITY ................................................................. 197 FSTAFFED ........................................................................ 209
DISPSKLEVEL .................................................................. 198 FTE_AGENTS ................................................................... 334
DISPSPLIT ........................................................................ 198 FTEA_AVAUX ................................................................... 334
DISPTIME ..........................................................................198
DISPVDN ...........................................................................198
dsplit .................................................................................... 26 G
dtkgrp ...................................................................................26
generating
dtrunk ...................................................................................26
CMS schema .............................................................. 140
DURATION ........................................................................ 199
GNAGINRING ....................................................................209
dvdn ..................................................................................... 26
GNAVAILABLE .................................................................. 210
dvector ................................................................................. 26
GNDA_INACW .................................................................. 210
GNDA_ONACD ................................................................. 210
E GNINACW ......................................................................... 210
GNINAUX .......................................................................... 211
EQLOC .............................................................................. 199 GNINAUX10-GNINAUX99 .................................................212
EVENT_TIME .................................................................... 200 GNINAUX1-GNINAUX9 .....................................................211
EVENT1-EVENT9 ..............................................................200 GNONACD ........................................................................ 211
EWTHIGH (real-time) ........................................................ 201 GNONACDAUX-OUT ........................................................ 212
EWTLOW (real-time) ......................................................... 201 GNONACDOUT .................................................................212
EWTMEDIUM (real-time) ...................................................201 GNONACWIN .................................................................... 213
EWTTOP (real-time) .......................................................... 202 GNONACWOUT ................................................................ 213
Example standard dictionary calculations ..........................331 GNONAUXIN ..................................................................... 213
Expert Agent Selection (EAS) ..............................................35 GNONAUXOUT ................................................................. 214
EXT_CALL_IN ................................................................... 334 GNOTHER .................................................................212, 214
EXT_CALL_ORIG ..............................................................202 GNSKILL ............................................................................214
EXT_CALL_OUT ............................................................... 334 GNSTAFFED ..................................................................... 215
EXT_IN_TIME ....................................................................334 GOTOCALLS .....................................................................215
EXT_OUT_TIME ................................................................334 GOTOTIME ........................................................................215

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 Index

Go To Vector ....................................................................... 75 I_OL2TIME ........................................................................ 230

I_OTHERSTBYTIME ............................................. 81, 84, 230
I_OTHERSTBYTIME_R1 .................................81, 82, 84, 231
H I_OTHERSTBYTIME_R2 .............................................81, 231
hagent ..................................................................................26 I_OTHERTIME .......................................................78, 83, 232
haglog .................................................................................. 26 I_OTHERTIME_R1 ...................................................... 81, 233
hcwc .....................................................................................26 I_OTHERTIME_R2 ...................................................... 81, 233
HDATE1-HDATE4 ............................................................. 215 I_OUTOCC ........................................................................ 234
HELD ................................................................................. 216 I_RINGTIME ................................................................ 83, 234
HIGHCALLS ...................................................................... 216 I_RINGTIME_R1 ..............................................81, 82, 84, 234
Hold ..................................................................................... 36 I_RINGTIME_R2 ..........................................................81, 235
HOLDABN ......................................................................... 216 I_STAFFTIME ......................................................83, 235, 236
HOLDABNCALLS .............................................................. 216 I_SUM_TIME ..................................................................... 334
HOLDACDCALLS ..............................................................217 I_TAUXTIME ......................................................................236
HOLDACDTIME .................................................................217 I_TAVAILTIME ...................................................................236
HOLDCALLS ..................................................................... 217 I_TOTHERTIME ................................................................ 236
HOLDTIME ........................................................................ 218 IAUXTIME_REMAINING ................................................... 334
Hold Tracking (G3, G2, System 85) .....................................75 ICRPULLCALLS ................................................................ 237
hsplit .................................................................................... 26 ICRPULLQUECALLS ........................................................ 238
htkgrp ...................................................................................26 ICRPULLREASON ............................................................ 237
htrunk ...................................................................................26 ICRPULLRINGCALLS ....................................................... 238
hvdn ..................................................................................... 26 ICRPULLTIME ................................................................... 237
hvector ................................................................................. 26 ICRPULLVECCALLS .........................................................238
ICRRESENT ...................................................................... 239
II_DIGITS ...........................................................................236
I ILN ..................................................................................... 239
INACW (real-time) ............................................................. 239
I_ACDAUX_OUTTIME .......................................................218
INAUX (real-time) .............................................................. 239
I_ACDAUXINTIME .............................................................219
INAUX0 ..............................................................................240
I_ACDOTHERTIME ........................................................... 219
INAUX10-INAUX99 ............................................................240
I_ACDTIME ..................................................................83, 220
INAUX1-INAUX9 ................................................................240
I_ACDTIME_R1 ........................................................... 81, 220
INBOUND_ACDCALLS ..................................................... 334
I_ACDTIME_R2 ........................................................... 81, 221
INBOUND (real-time) .........................................................240
I_ACWINTIME ................................................................... 221
INCALLS ............................................................................241
I_ACWOUTTIME ............................................................... 221
INCOMPLETE ................................................................... 241
I_ACWTIME .................................................................83, 222
INFLAG ..............................................................................243
I_ACWTIME_R1 ...................................................... 81, 82, 84
INFLOWCALLS ................................................................. 243
I_ACWTIME_R2 .............................................. 81, 82, 84, 223
INPROGRESS (real-time) ................................................. 244
I_ARRIVED ........................................................................223
INQUEUE (real-time) ......................................................... 244
I_AUTORESERVETIME .................................................... 223
INRING (real-time) .............................................................245
I_AUXINTIME .................................................................... 224
INT_AUXTIME ................................................................... 334
I_AUXOUTTIME ................................................................ 224
INTERFLOWCALLS .......................................................... 245
I_AUXSTBYTIME .................................................. 81, 84, 225
INTERRUPTDEL ............................................................... 246
I_AUXSTBYTIME_R1 ............................................81, 84, 225
INTERRUPTED ................................................................. 246
I_AUXSTBYTIME_R2 ............................................81, 82, 225
interval-based data .............................................................. 93
I_AUXTIME ..................................................................83, 226
Interval-based data, definition ..............................................28
I_AUXTIME_R1 ........................................................... 81, 226
INTERVL_END_TIME ....................................................... 334
I_AUXTIME_R2 ........................................................... 81, 227
INTIME ...............................................................................246
I_AUXTIME0 ......................................................................227
Intrahour Interval ..................................................................75
I_AUXTIME10-99 ...............................................................228
INTRDELIVERIES ............................................................. 247
I_AUXTIME1-9 ...................................................................227
INTRNOTIFIES ..........................................................248, 287
I_AVAILTIME ..................................................................... 228
INTRSTATUS (real-time) ...................................................248
I_BEHINDTIME ..................................................................228
INTRVL .............................................................................. 248
I_DA_ACDTIME .................................................................228
INVECTOR (real-time) .......................................................249
I_DA_ACWTIME ................................................................229
ITN (index) ......................................................................... 250
I_INOCC ............................................................................ 229
I_NORMTIME .................................................................... 230
I_OL1TIME ........................................................................ 230

July 2016 Avaya Call Management System Database Items and Calculations 355
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Index

K Multiple Call Work Codes .................................................. 185

Multiple split/skill queueing example ....................................77
KEYBD_DIALED ................................................................250 Multiple-Split/Skill Queuing .................................................. 76
mvdn .................................................................................... 26
mvector ................................................................................ 26
L
LASTCWC ......................................................................... 250 N
LASTDIGITS ......................................................................250
LASTOBSERVER ..............................................................251 NCR ..................................................................................... 76
LEVEL ........................................................................251, 331 NETDISCCALLS ................................................................261
linkex ....................................................................................26 NETINCALLS .....................................................................261
LOC_ID ..............................................................................251 NETINTIME ....................................................................... 261
Location ............................................................................... 75 NETPOLLS ........................................................................ 262
LOGID ................................................................................252 Network Call Redirection (NCR) .......................................... 76
LOGIN ................................................................................253 NOANSREDIR ...................................................................262
LOGONSKILL (real-time) ...................................................253 NON_TOP_STAFFED_AGTS ........................................... 334
LOGONSKILL21-LOGONSKILL60 .................................... 254 Non-reserve Agent database items ..................................... 86
LOGONSKILL2-LOGONSKILL20 ...................................... 254 NUMAGREQ ......................................................................263
LOGONSKILL61 through LOGONSKILL120 ..................... 254 NUMINUSE (real-time) ...................................................... 263
LOGONSTART (real-time) .................................................255 NUMTGS ........................................................................... 263
LOGOUT ............................................................................255 NUMVDNS .........................................................................263
LOGOUT_DATE ................................................................ 255
LOGOUTREASON ............................................................ 256
Look-Ahead Interflow Calls ..................................................76
O
LOOKATTEMPTS ..............................................................256 O_ABNCALLS ................................................................... 263
LOOKFLOWCALLS ........................................................... 256 O_ACDCALLS ................................................................... 264
LOWCALLS ....................................................................... 257 O_ACDTIME ......................................................................265
O_ACWTIME ..................................................................... 265
M O_OTHERCALLS .............................................................. 265
OBS_ATTRIB_ID ...............................................................266
magent .................................................................................26 OBSERVINGCALL ............................................................ 266
MAIN_ACD_CALLS ...........................................................334 OBSLOCID ........................................................................ 266
MALICIOUS ....................................................................... 257 ODBC
Malicious Call Trace Exceptions database items .............. 113 feature interactions ....................................................... 90
Manual-in mode (MI) ............................................................36 OLDEST_LOGON (real-time) ............................................ 267
MAX_DEDICATED_AGT ...................................................334 OLDESTCALL (real-time) .................................................. 267
MAX_FTE_AGENTS ......................................................... 334 ONACD (real-time) ............................................................ 267
MAX_TOT_PERCENTS .................................................... 258 ONACDAUXOUT (real-time) ............................................. 267
Maximum Interval Value data, definition ..............................28 ONACDOUT (real-time) .....................................................268
MAXINQUEUE ...................................................................258 ONACWIN (real-time) ........................................................ 268
MAXOCWTIME ..................................................................258 ONACWOUT (real-time) .................................................... 268
MAXSTAFFED ...................................................................258 ONAUXIN (real-time) ......................................................... 268
MAXTOP ............................................................................259 ONAUXOUT (real-time) ..................................................... 269
MAXWAITING ....................................................................259 ONHOLD (real-time) .......................................................... 269
MBUSY (real-time) .............................................................259 ORIG_ATTRIB_ID ............................................................. 270
MBUSYTIME ..................................................................... 259 ORIGHOLDTIME ............................................................... 269
MCT ................................................................................... 260 ORIGIN (real-time) .............................................................270
mctex ................................................................................... 26 ORIGLOCID .......................................................................270
mcwc ....................................................................................26 ORIGLOGIN ...................................................................... 270
MEDCALLS ....................................................................... 260 ORIGREASON .................................................................. 270
Move agent while staffed ..................................................... 76 OTHER (real-time) .............................................................271
MOVEPENDING (real-time) .............................................. 260 OTHERCALLS ...................................................................271
msplit ................................................................................... 26 OTHERTIME ......................................................................272
mtkgrp ..................................................................................26 OUTBOUND (real-time) .....................................................273
mtrunk ..................................................................................26 Outbound Call Management (OCM) .................................... 77
Multibyte Character Set ....................................................... 36 OUTCALLS ........................................................................273
Multiple Call Handling (G2, System 85, G3V4) ..............75, 76 OUTFLAG ..........................................................................273

July 2016 Avaya Call Management System Database Items and Calculations 356
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 Index

OUTFLOWCALLS ............................................................. 274 Phantom Abandon Calls ...................................................... 79

OUTFLOWTIME ................................................................ 275 PHANTOMABNS ............................................................... 277
OUTTIME ...........................................................................275 POSITION (index) ..............................................................278
POSITIONS ....................................................................... 278
PREFERENCE .................................................................. 278
P PREFSKILLLEVEL ............................................................ 278
pagent ..................................................................................26 Presentation
PCNT_AGSURP ................................................................334 Call-based data ............................................................ 28
PCNT_AGSURP_PREF .................................................... 334 Communication server reference tables .......................39
PCNT_AGSURP_PREF_SUM .......................................... 334 Inter-based data ........................................................... 28
PCNT_AGSURP_SUM ......................................................334 PRIORITY (real-time) ........................................................ 279
PCNT_CALLSURP ............................................................ 334 PRIORITY2-PRIORITY3 (real-time) .................................. 279
PCNT_CALLSURP_SUM .................................................. 334 psplit .................................................................................... 26
pcwc .....................................................................................26 ptkgrp ...................................................................................26
PENDINGSPLIT (real-time) ............................................... 276 ptrunk ...................................................................................26
PER_CHG ......................................................................... 331 pvdn ..................................................................................... 26
PERCENT ..........................................................................276 pvector ................................................................................. 26
PERCENT_ACD_TIME ..................................................... 334
PERCENT_ACD_TIME_SUM ........................................... 334 Q
PERCENT_AL_BSY_SUM_D ........................................... 334
PERCENT_AL_BSY_SUM_M ........................................... 334 QUECOUNT (real-time) .....................................................280
PERCENT_AL_BSY_SUM_W ...........................................334 QUETYPE (real-time) ........................................................ 280
PERCENT_ALL_BUSY ..................................................... 334 QUETYPE2-QUETYPE3 (real-time) ..................................280
PERCENT_ALL_BUSY_D .................................................334 Queued ................................................................................ 36
PERCENT_ALL_BUSY_I .................................................. 334
PERCENT_ALL_BUSY_M ................................................ 334
PERCENT_ALL_BUSY_SUM ........................................... 334
R
PERCENT_ALL_BUSY_W ................................................ 334 R1ACTIVE_AGT ................................................................334
PERCENT_ALL_MBUSY_I ............................................... 334 R1AGINRING .................................................................... 281
PERCENT_AUX_WORK ................................................... 334 R1AVAILABLE ...................................................................281
PERCENT_AUX_WORK_SUM ......................................... 334 R1INACW .......................................................................... 281
PERCENT_CALL_ABAN ...................................................334 R1INAUX ........................................................................... 281
PERCENT_CALL_ANS ..................................................... 334 R1INAUXSTBY ............................................................81, 282
PERCENT_CALL_ANS_SUM ........................................... 334 R1ONACD ......................................................................... 282
PERCENT_MBUSY ...........................................................334 R1OTHER ..........................................................................282
PERCENT_MBUSY_D ...................................................... 334 R1OTHERSTBY .................................................................. 81
PERCENT_MBUSY_M ......................................................334 R1OTHERSTBY (real-time) ...............................................283
PERCENT_MBUSY_SUM .................................................334 R1STAFFED ......................................................................283
PERCENT_MBUSY_SUM_D ............................................ 334 R2ACTIVE_AGT ................................................................334
PERCENT_MBUSY_SUM_M ............................................334 R2AGINRING .................................................................... 283
PERCENT_MBUSY_SUM_W ........................................... 334 R2AVAILABLE ...................................................................283
PERCENT_MBUSY_W ..................................................... 334 R2INACW .......................................................................... 284
PERCENT_SERV_LVL_SPL .............................................334 R2INAUX ........................................................................... 284
PERCENT_SERV_LVL_VDN ............................................334 R2INAUXSTBY ............................................................81, 284
PERCENT_SERV_SPL_OUT ........................................... 334 R2ONACD ......................................................................... 285
PERCENT_SERV_VDN_OUT ...........................................334 R2OTHER ..........................................................................285
PERCENT_SK_AVAIL .......................................................334 R2OTHERSTBY .......................................................... 81, 285
PERCENT_SLVL_SPL_SUM ............................................ 334 R2OTHERSTBY (real-time) ...............................................283
PERCENT_VDN_ABAN .................................................... 334 R2STAFFED ......................................................................285
PERCENT_VDN_ANSCONN ............................................ 334 RAGOCC ........................................................................... 286
PERIOD 1-9 .......................................................................276 RAVGSPEEDANS ............................................................. 286
PERIODCHG ..................................................................... 277 REASON ............................................................................286
Personal Call Tracking .........................................................77 REASON_CODE ............................................................... 287
Abandoned Calls .......................................................... 69 RECONNECT .................................................................... 287
Audio Difficulty ..............................................................71 REDIRECTCALLS ............................................................. 287
Phantom Abandoned Calls ...........................................79 Redirection on No Answer (G3V2 and later) ....................... 79
Transferred and Conferenced Calls ............................. 87 related documentation ......................................................... 23

July 2016 Avaya Call Management System Database Items and Calculations 357
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Index

Reports-specific calculations ............................................. 344 Nonzero (G2.2 EAS) .....................................................36

Reserve Agent ..................................................................... 71 Primary (G3 vectoring, G2.2 EAS) ............................... 36
Reserve Agents ACD Calls ..................................................71 Secondary (G3 vectoring, G2.2 EAS) ...........................36
Reserve Agent Work Time Tracking ..............................71, 80 Tertiary (G3 vectoring, G2.2 EAS) ................................37
Reserve Agent Work Time Tracking database items .......... 81 Split/skill database items ..................................................... 52
RETURNCALLS ................................................................ 287 Split/Skill database items ...................................................114
RINGCALLS ...................................................................... 288 Split/Skill Exceptions database items ................................ 111
Ringing (G3, G2, System 85) ...............................................86 SPLIT1 ...............................................................................304
RINGTIME ......................................................................... 288 SPLIT2 ... 3 ........................................................................305
ROLE ......................................................................... 289, 331 Splits .................................................................................... 70
RONA .................................................................................. 79 Splits shown on real-time reports ........................................ 70
ROW_DATE (index) .......................................................... 289 STAFFED (real-time) ......................................................... 305
ROW_TIME ....................................................................... 291 Standard Dictionary Calculations .......................................334
Row Identifier data, definition .............................................. 28 STARTED (real-time) .........................................................305
RSERVLEVELP .................................................................292 STARTTIME ...................................................................... 306
RSV_LEVEL .......................................................... 81, 84, 293 Station ..................................................................................37
Status data, definition .......................................................... 28
support .................................................................................24
S SVCLEVELCHG ................................................................ 308
schema .............................................................................. 140 Synonyms database items .................................................138
search values .....................................................................331
SECS_PER_DAY .............................................................. 334 T
SEGMENT ......................................................................... 293
SEGSTART ....................................................................... 293 table names ......................................................................... 91
SEGSTOP ......................................................................... 294 Table Names ....................................................................... 26
SERVICELEVEL ................................................................294 tables
Service Routing (BSR) .........................................................76 agent .............................................................................90
SERVLEVELP ................................................................... 295 VDN .............................................................................. 91
SERVLEVELT ....................................................................295 TAGINRING .......................................................................308
SETUPTIME ...................................................................... 295 TALKTIME ......................................................................... 308
SHORTCALLS ...................................................................296 TARGETABNS .................................................................. 309
SKILL1-SKILL3 .................................................................. 296 TARGETACDCALLS ......................................................... 309
SKILLACWTIME1-SKILLACWTIME3 ................................ 296 TARGETOUTFLOWS ........................................................309
SKILLCALLS1-SKILLCALLS3 ........................................... 297 TARGETPCTCHG ............................................................. 309
Skill Level .............................................................................37 TARGETSECCHG .............................................................310
Skill state ............................................................................. 86 TARGETSECONDS .......................................................... 310
Skill State .......................................................................37, 71 TAVAILABLE ..................................................................... 310
SKILLTIME1-SKILLTIME3 .................................................297 TDA_INACW ......................................................................310
SKILLTYPE ........................................................................297 TDA_ONACD .....................................................................311
SKILLTYPE2-SKILLTYPE4 ............................................... 298 tenant database item ......................................................... 311
SKINTRTYPE through SKINTRTYPE120 ......................... 298 Terminology ......................................................................... 33
SKLEVEL ...........................................................................299 tgex ...................................................................................... 26
SKLEVEL21-SKLEVEL60 ..................................................300 THRESHOLD .....................................................................311
SKLEVEL2-SKLEVEL20 ....................................................299 TI_AUXTIME ......................................................................312
SKPERCENT .....................................................................300 TI_AUXTIME0 ....................................................................312
SKPERCENT21-SKPERCENT60 ..............................301, 302 TI_AUXTIME10-99 ............................................................ 313
SKPERCENT2-SKPERCENT20 ........................................301 TI_AUXTIME1-9 ................................................................ 313
SKSTATE .................................................................. 302, 331 TI_AVAILTIME ...................................................................313
SLVL_CHG ........................................................................ 331 TI_OTHERTIME ................................................................ 314
SLVLABNS ........................................................................ 302 TI_STAFFTIME ..................................................................314
SLVLOUTFLOWS ..............................................................303 TI database items ................................................................ 85
Special Table data ............................................................... 28 TIME .................................................................................. 315
spex ..................................................................................... 26 Time/duration tracking ......................................................... 87
SPLIT .................................................................................303 Timed ACW ......................................................................... 87
Split/Skill TIMEZONE ........................................................................ 316
ACD Call .......................................................................37 TINACW .............................................................................316
Nonprimary (G3 vectoring, G2.2 EAS) ......................... 36 TINAUX ..............................................................................316

July 2016 Avaya Call Management System Database Items and Calculations 358
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 Index

TINAUX0 ............................................................................316 VDN ................................................................................... 325

TINAUX10-TINAUX99 ....................................................... 317 VDN active calls ...................................................................88
TINAUX1-TINAUX9 ........................................................... 317 VDN database items ............................................................63
TK_DIR .............................................................................. 331 vdnex ................................................................................... 26
TK_PRI .............................................................................. 331 VDN Exceptions database items ....................................... 112
TK_QTYPE ........................................................................ 331 VDN exception table .......................................................... 203
TK_VPRI ............................................................................331 vecex ................................................................................... 26
TKGRP .............................................................................. 317 VECTOR ............................................................................326
TKSTATE ...........................................................................331 Vector database items ................................................. 66, 128
TKSTATE (real-time) ......................................................... 318 Vector Disconnect Timer (G3V2 and later) ..........................89
TONACD ............................................................................318 Vector Exceptions database items .................................... 113
TONACDAUXOUT .............................................................319 Vector exception table ....................................................... 203
TONACDOUT .................................................................... 319 videos .................................................................................. 23
TONACWIN ....................................................................... 319
TONACWOUT ................................................................... 319
TONAUXIN ........................................................................ 320
W
TONAUXOUT .................................................................... 320 wagent ................................................................................. 26
TOP_AVAUXTIME .............................................................334 Wait Answer Supervision Timer (WAST) ............................. 89
TOP_AVAUXTIME_SUM ...................................................334 wcwc .................................................................................... 26
TOPCALLS ........................................................................ 320 WMODE_SEQ ................................................................... 326
TOPSKILL ..........................................................................320 WORKCODE ..................................................................... 327
Top skill ................................................................................37 WORKMODE .............................................................327, 331
TOT_I_ACDACW_SUM .....................................................334 WORKSKILL (real-time) .................................................... 327
TOT_I_ACDHOLD_SUM ................................................... 334 WORKSKLEVEL (real-time) .............................................. 328
TOT_PERCENTS .............................................................. 321 WORKSPLIT (real-time) .................................................... 328
TOTAL_ACDCALLS .......................................................... 334 WORKSPLIT21-WORKSPLIT60 ....................................... 329
TOTAL_ACDTIME ............................................................. 334 WORKSPLIT2 and WORKSPLIT3 (real-time) ................... 329
TOTAL_ACWTIME ............................................................ 334 WORKSPLIT2-WORKSPLIT3 (real-time) .......................... 329
TOTAL_I_ACDACW .......................................................... 334 WORKSPLIT4 through WORKSPLIT20 (real-time) ........... 329
TOTAL_I_ACDHOLD .........................................................334 wsplit ....................................................................................26
TOTAL_I_ACDTIME .......................................................... 334 WT1 ... 4 ............................................................................ 330
TOTAL_I_ACWTIME ......................................................... 334 wtkgrp .................................................................................. 26
TOTHER ............................................................................ 321 wtrunk .................................................................................. 26
TRANSFERRED ................................................................322 wvdn .................................................................................... 26
Transferred and Conferenced Calls .....................................87 wvector ................................................................................ 26
Transfer Tracking .................................................................87
TRENDBASE .....................................................................323
Trunk database items .................................................. 59, 126 Y
Trunk group database items ........................................ 60, 122
YES_NO ............................................................................ 331
Trunk Group Exceptions database items ...........................112
Trunk group exception table .............................................. 203
Trunk No Answer Timeout (G3V2 and later) ....................... 88
TRUNKS ............................................................................ 323
TSTAFFED ........................................................................ 323
TYPE (real-time) ................................................................ 323

U
UCID .................................................................................. 324
Uniform Call Distribution (UCD) ...........................................38
Universal Call ID .................................................................. 88
Universal Call Identifier (UCID) ............................................38
USE_SVC_OBJ ................................................................. 324

V
VDISCCALLS .................................................................... 324

July 2016 Avaya Call Management System Database Items and Calculations 359
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