AT&T CentreVu CMS Administration Manual de instrucciones

CentreVu Call Management SystemOpen Database Connectivity585-210-911Comcode 108501750Issue 1.2May 2000

Preface CentreVu® CMS Open Database ConnectivityAudience P-2Audience 0This document is written for CentreVu CMS users who need to understand open a

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-42ABNTIMEThe amount of time split/skill ACD callers waited while rin

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-43ACWINCALLSThe number of inbound extension calls received by the ag

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-44ACWOUTOFFTIMEThe amount of talk time of all ACWOUTOFFCALLS (does n

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-45ANSRINGTIMEThe amount of time split/skill and direct agent ACD cal

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-46AUXOUTCALLSThe number of outbound extension calls that were made b

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-47CONFERENCEThe number of times the agent completed a conference; th

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-48DA_ACWINCALLSThe number of inbound extension calls answered by the

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-49DA_ACWOOFFTIMEThe amount of talk time of all DA_ACWOOFFCALLS (does

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-50DA_OTHERTIMEThe amount of time spent in queue or ringing by DA_OTH

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-51HOLDCALLSThe number of calls that were placed on hold at least onc

Preface CentreVu® CMS Open Database ConnectivityTerminology P-3Terminology 0The following terms are used in this document. API Application Programm

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-52I_ACDOTHERTIME The amount of time during the collection interval t

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-53I_ACWTIMEThe amount of time during the collection interval that th

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-54I_AUXOUTTIMEThe amount of time during the collection interval that

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-55I_OTHERTIMEThe amount of time during the collection interval that

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-56I_RINGTIMEThe amount of time during the collection interval that t

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-57INTRVLThe number of minutes in the intrahour interval (15, 30, or

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-58O_ACDTIMEThe amount of talk time of all O_ACDCALLS (does not inclu

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-59ROW_DATE (index)The day for which the data was collected or the ex

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-60TI_AUXTIME1-9The amount of time the agent spent in AUX with reason

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-61TI_OTHERTIMEThe amount of time during the collection interval that

Preface CentreVu® CMS Open Database ConnectivityRelated Documents P-4Related Documents 0The following documents can help you use the CentreVu CMS s

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-62TI_STAFFTIMEThe amount of time during the collection interval that

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-63ECS Cross-Reference3The following table lists which ECS releases s

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-64AUXOUTADJCALLSX X XXXXAUXOUTCALLS X X XXXXAUXOUTOFFCALLS X X XXXXA

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-65I_ACDAUXINTIMEX X XXXXI_ACDAUX_OUTTIME X X XXXXI_ACDOTHERTIME X X

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-66STARTTIMEX X XXXXTI_AUXTIME X X XXXXTI_AUXTIME0XXXXXXTI_AUXTIME1-9

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-67Trunk Group Database Items 3Overview 3The Trunk Group databa

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-68Trunk Group Database Items3The following table describes the

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-69ABNRINGCALLSThe number of split/skill or direct agent ABNCAL

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-70BACKUPCALLSThe number of ACDCALLS that were delivered to and

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-71BH_INCALLSThe number of incoming calls carried by this trunk

Open Database Connectivity CentreVu® CMS Open Database ConnectivityGeneral Information 1-1Chapter 1: Open Database ConnectivityGeneral Informatio

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-72BH_OTHERCALLSThe number of incoming calls carried by the tru

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-73BUSYCALLSThe number of INCALLS that were given a busy signal

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-74DISCCALLSWith Generic 2.1, Generic 3 Version 1 and Generic 3

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-75I_OUTOCCThe amount of time during the collection interval th

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-76INTRVLThe number of minutes in the intrahour interval (15, 3

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-77OTHERCALLSThe number of INCALLS carried by this trunk group

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-78SHORTCALLSThe number of inbound and outbound calls that occu

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-79ECS Cross-Reference3The following table lists which of the E

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Group Database Items 3-80BLOCKAGEXXXBUSYCALLS X X XXXXCOMPLETED X X XXXXCONNECTCALLS

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Database Items 3-81Trunk Database Items 3Overview 3The Trunk database item descriptio

Open Database Connectivity CentreVu® CMS Open Database ConnectivityODBC Feature 1-2calculations, keep in mind that arithmetic operations are perfor

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Database Items 3-82Trunk Database Items3The following table describes the data items

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Database Items 3-83AUDIOThe number of calls for which audio difficulty problems were

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Database Items 3-84INCALLSThe number of inbound calls carried by this trunk that comp

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Database Items 3-85LOC_IDThe DEFINITY location ID that is associated with a trunk. A

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Database Items 3-86OTHERCALLSThe number of INCALLS on this trunk that were not answer

Database Tables CentreVu® CMS Open Database ConnectivityTrunk Database Items 3-87ECS Cross-Reference3The following table lists which of the ECS rel

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-88Vector Database Items 3Overview 3Vector database items are availa

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-89Vector Database Items3The following table describes the data item

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-90ACDCALLSThe number of split/skill and direct agent ACD calls that

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-91BACKUPCALLSThe number of ACDCALLS that were delivered to and answ

Open Database Connectivity CentreVu® CMS Open Database ConnectivityODBC Feature 1-3numeric; for example, different splits are stored as numbers and

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-92BUSYCALLSThe number of INCALLS that were given a busy signal by t

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-93DISCCALLSWith Generic 2.1 and Generic 3 Version 1 switches, DISCC

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-94GOTOCALLSThe number of OUTFLOWCALLS that were redirected to anoth

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-95INTERFLOWCALLSThe number of OUTFLOWCALLS that were directed to an

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-96LOOKFLOWCALLSThe number of INTERFLOWCALLS that were redirected by

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-97OUTFLOWTIMEThe amount of time all OUTFLOWCALLS spent in the VECTO

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-98ECS Cross-Reference3The following table lists which of the ECS re

Database Tables CentreVu® CMS Open Database ConnectivityVector Database Items 3-99LOOKFLOWCALLSX XXXXXNETDISCCALLS XXXNETPOLLS XXXOTHERCALLS X XXXX

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-100VDN Database Items 3Overview 3VDN database items are available only

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-101VDN Database Items3The following table describes the data items in

Open Database Connectivity CentreVu® CMS Open Database ConnectivityODBC Background and Functionality 1-4ODBC Background and Functionality 1Definiti

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-102ABNRINGCALLSThe number of split/skill and direct agent ABNCALLS tha

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-103ADJATTEMPTSThe number of adjunct-routing attempts for calls in this

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-104BACKUPCALLSThe number of ACDCALLS that were delivered to and answer

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-105BH_BUSYCALLSThe number of INCALLS that were given a busy signal by

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-106BUSYCALLSThe number of INCALLS that were given a busy signal by the

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-107CONNTALKTIMEThe amount of talk time for all CONNECTCALLS, not inclu

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-108HOLDABNCALLSThe number of times that callers abandoned from on hold

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-109INCOMPLETEThis item indicates whether or not data is complete for t

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-110INTIMEThe amount of time spent by INCALLS in this VDN.INTIME = ACDT

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-111MAXWAITINGThe maximum number of calls simultaneously in progress in

Open Database Connectivity CentreVu® CMS Open Database ConnectivityODBC Background and Functionality 1-5Structured Query Language (SQL)1ODBC uses S

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-112OTHERTIMEThe duration of all OTHERCALLS until the calls leave the V

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-113PHANTOMABNSThe number of split/skill and direct agent ACD calls and

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-114SKILLTIME1-3The amount of time agents spent talking on calls they a

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-115ECS Cross-Reference3The following table lists which of the ECS rele

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-116BH_BUSYCALLSXXXXXXBH_DISCCALLS XXXXXXBH_INTERVAL XXXXXXBH_OTHERCALL

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-117LOOKFLOWCALLSXXXXXXMAXOCWTIME XXXXXXMAXWAITING XXXXXXNETDISCCALLS X

Database Tables CentreVu® CMS Open Database ConnectivityVDN Database Items 3-118SVCLEVELCHGXXXXXXTRANSFERRED XXXXXXVDISCCALLS XXXXXXVDN XXXXXXVECTO

Database Tables CentreVu® CMS Open Database ConnectivityCall Work Codes Database Items 3-119Call Work Codes Database Items 3Overview 3Call work cod

Database Tables CentreVu® CMS Open Database ConnectivityCall Work Codes Database Items 3-120ACDTIMEThe amount of talk time of all ACDCALLS (not inc

Database Tables CentreVu® CMS Open Database ConnectivityCall Work Codes Database Items 3-121ECS Cross-Reference3The following table lists which of

Open Database Connectivity CentreVu® CMS Open Database ConnectivityODBC Background and Functionality 1-6Uses for ODBC Data1Data extracted and store

Database Tables CentreVu® CMS Open Database ConnectivityAgent Login/Logout Database Items 3-122Agent Login/Logout Database Items 3Overview 3The Age

Database Tables CentreVu® CMS Open Database ConnectivityAgent Login/Logout Database Items 3-123LOGINThe time at which the agent logged into this ex

Database Tables CentreVu® CMS Open Database ConnectivityAgent Login/Logout Database Items 3-124SKLEVEL2-20This item indicates the agent’s skill lev

Database Tables CentreVu® CMS Open Database ConnectivityAgent Login/Logout Database Items 3-125ECS Cross- Reference3The following table lists which

Database Tables CentreVu® CMS Open Database ConnectivityAgent Trace Database Items 3-126Agent Trace Database Items 3Overview 3The Agent Trace datab

Database Tables CentreVu® CMS Open Database ConnectivityAgent Trace Database Items 3-127CALLING_PTYThe calling party identification, which is the A

Database Tables CentreVu® CMS Open Database ConnectivityAgent Trace Database Items 3-128LOC_IDThe DEFINITY port network location ID that is associa

Database Tables CentreVu® CMS Open Database ConnectivityAgent Trace Database Items 3-129ECS Cross-Reference3The following table lists which of the

Database Tables CentreVu® CMS Open Database ConnectivityAgent Trace Database Items 3-130AUXREASONX X XXXXCALLER_HOLD X X XXXXCALLING_II XXXXCALLING

Database Tables CentreVu® CMS Open Database ConnectivityCurrent Day Configuration Forecast Database Items 3-131Current Day Configuration Forecast D

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityOverview 2-1Chapter 2: ODBC Driver and Installation Overview 2This chapter p

Database Tables CentreVu® CMS Open Database ConnectivityCurrent Day Configuration Forecast Database Items 3-132ECS Cross-Reference3The following ta

Database Tables CentreVu® CMS Open Database ConnectivityCurrent Day Forecast Report Database Items 3-133Current Day Forecast Report Database Items

Database Tables CentreVu® CMS Open Database ConnectivityCurrent Day Forecast Report Database Items 3-134RAGOCCThe resulting maximum percentage of t

Database Tables CentreVu® CMS Open Database ConnectivityCurrent Day Forecast Report Database Items 3-135ECS Cross-Reference3The following table lis

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-136Call Record Database Items 3Overview 3The Call Record data

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-137ANSREASONThe reason code (0 through 9) associated with the

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-138CONFERENCEThis item indicates whether or not the answering

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-139DISPOSITION(contd)A connected call is a non-ACD call to a m

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-140DISPPRIORITYThe priority the call had at its disposition in

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-141DURATIONThe total time the trunk was in use. This is the ov

Copyright  2000, Lucent TechnologiesAll Rights ReservedPrinted in U.S.A.NoticeEvery effort was made to ensure that the information in this book was c

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityODBC Driver 2-2ODBC Driver 2Introduction 2An OpenLink Multi-Tier ODBC driver f

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-142HOLDABNThis item indicates whether or not this call abandon

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-143ORIGHOLDTIMEThe total time the call was put on hold by the

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-144SPLIT1The first split/skill the call queued to in the first

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-145ECS Cross-Reference3The following table lists which of the

Database Tables CentreVu® CMS Open Database ConnectivityCall Record Database Items 3-146EVENT1-9XXXXXXFIRSTIVECTOR XXXXXXFIRSTVDN XXXXXXHELD XXXXXX

Database Tables CentreVu® CMS Open Database ConnectivityData Collection Period Database Items 3-147Data Collection Period Database Items 3Overview

Database Tables CentreVu® CMS Open Database ConnectivityArchiver Execution Status Database Items 3-148Archiver Execution Status Database Items 3Ove

Database Tables CentreVu® CMS Open Database ConnectivityArchiver Execution Status Database Items 3-149STATUSThe status of the archiver execution. T

Database Tables CentreVu® CMS Open Database ConnectivityCustomer Log Database Items 3-150Customer Log Database Items 3Overview 3The Customer Log da

Database Tables CentreVu® CMS Open Database ConnectivityAgent Group Database Items 3-151Agent Group Database Items 3Overview 3The Agent Group datab

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstallation and Configuration Procedures 2-3Installation and Configuration Pr

Database Tables CentreVu® CMS Open Database ConnectivitySynonyms Database Items 3-152Synonyms Database Items 3Overview 3The Synonyms database item

Database Tables CentreVu® CMS Open Database ConnectivitySynonyms Database Items 3-153ITEM_TYPE (index) (contd)vector VECTORaux_rsn AUXREASON (AUXwo

Database Tables CentreVu® CMS Open Database ConnectivityACD Shifts Database Items 3-154ACD Shifts Database Items 3Overview 3The ACD shifts database

Database Tables CentreVu® CMS Open Database ConnectivityDatabase Items 3-155Database Items 3Overview 3The Database Items descriptions apply specifi

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-156Exceptions Historical Database Items 3Overview 3I

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-157EXTYPE(Contd) 16 Number ACD calls placed on hold*

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-158*Available only on Generic 2 and Generic 3 ECS.†A

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-159Disk Full Exceptions Database Items3The following

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-160Split/Skill Exceptions Database Items3The followi

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-161*Available only on Generic 2 and Generic 3 ECS†Av

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-4Installing the ODBC Driver on

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-162LOGIDThe login ID of the agent reporting audio di

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-163VDN Exceptions Database Items3The following table

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-164Vector Exceptions Database Items3The following ta

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-165Malicious Call Trace Exceptions Database Items3Th

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-166Data Collection Exceptions Database Items3The fol

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-167REASONThe reason for the interruption of data col

Database Tables CentreVu® CMS Open Database ConnectivityExceptions Historical Database Items 3-168

CentreVu CMS Open Database ConnectivityGL-1Glossary3332 PlatformIntel* based CMS platform.Abandoned Call A call in which a caller hangs up before

CentreVu CMS Open Database ConnectivityGL-2Activate Agent TraceFrom this window you can start CMS tracing of agent activities. These activities in

CentreVu CMS Open Database ConnectivityGL-3Agent Position(Non-EAS)The combination of agent login ID and split the agent logged into. Agents logged

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-5Installing ODBC Version 3.0 2I

CentreVu CMS Open Database ConnectivityGL-4Agent TraceYou must start an agent trace before you can obtain an Agent Trace report. You can select th

CentreVu CMS Open Database ConnectivityGL-5Asynchronous Transport Mode (ATM)A high-speed, connection-oriented switching and multiplexing technolog

CentreVu CMS Open Database ConnectivityGL-6Average Speed of Answer (ASA)The average amount of time a caller waits before connecting to an agent. A

CentreVu CMS Open Database ConnectivityGL-7Call-Based ItemsThe category of database items in CMS that are committed to the database after the call

CentreVu CMS Open Database ConnectivityGL-8CancelA CMS action that cancels the current Backup, Restore, or Migration that is in progress.Caution C

CentreVu CMS Open Database ConnectivityGL-9Connected CallA non-ACD call (that is connected to an agent through a VDN) for which CentreVu CMS recei

CentreVu CMS Open Database ConnectivityGL-10Data Collection OffCMS is not collecting ACD data. Data already collected will not be lost when turnin

CentreVu CMS Open Database ConnectivityGL-11DBMSSee Database Management System.DDC See Direct Department Calling.Default Skill (Generic 2.2 with E

CentreVu CMS Open Database ConnectivityGL-12Direct Agent CallingAn EAS capability that makes it possible for a caller to reach the same agent ever

CentreVu CMS Open Database ConnectivityGL-13Error MessageA response from a program indicating that a problem has arisen or something unexpected ha

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-66. Enter the following command

CentreVu CMS Open Database ConnectivityGL-14Expert Agent Selection (EAS)Expert Agent Selection (EAS) is an optional switch feature that builds on

CentreVu CMS Open Database ConnectivityGL-15Forced Busy (FBUSY)A trunk state in which the switch sends a busy signal to a caller when the call cen

CentreVu CMS Open Database ConnectivityGL-16Inbound Call Management (ICM)A set of switch and adjunct features using ASAI to enable the adjunct to

CentreVu CMS Open Database ConnectivityGL-17List DevicesA CMS action that lists all the devices which have been specified in the Backup/Restore De

CentreVu CMS Open Database ConnectivityGL-18Logical AgentAn EAS feature that associates the agent’s login ID with the physical extension when the

CentreVu CMS Open Database ConnectivityGL-19MeasuredA term that means an ACD element (agent, split/skill, trunk, trunk group, vector, VDN) has bee

CentreVu CMS Open Database ConnectivityGL-20Multi-Agent Skill Change WindowThis window allows the user to perform the following administration act

CentreVu CMS Open Database ConnectivityGL-21Open Application InterfaceAn open applications interface that allows the same application to be suppor

CentreVu CMS Open Database ConnectivityGL-22Previous IntervalRepresents one intrahour interval and is part of the real-time database. At the end o

CentreVu CMS Open Database ConnectivityGL-23Real-Time ReportsReports that display current ACD call activity on agents, splits/skills, trunks, trun

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-710. Press Enter.The program re

CentreVu CMS Open Database ConnectivityGL-24RINGAn agent state in which a call rings at an agent’s voice terminal after leaving the queue and befo

CentreVu CMS Open Database ConnectivityGL-25SEIZEDA trunk state in which the trunk is being used for either an incoming or an outgoing call.Select

CentreVu CMS Open Database ConnectivityGL-26Skill LevelA priority level from 1 (highest) to 16 (lowest) indicating an agent’s level of expertise o

CentreVu CMS Open Database ConnectivityGL-27Structured Query Language (SQL)A language used to interrogate and process data in a relational databas

CentreVu CMS Open Database ConnectivityGL-28TimetableA task or group of tasks (such as reports) scheduled for completion at a time that is conveni

CentreVu CMS Open Database ConnectivityGL-29UNIX System/Solaris SystemA multi-user computer operating system that supports CMS. A user can access

CentreVu CMS Open Database ConnectivityGL-30VDN Counted-CallsAlso known as counted-calls to VDN and active VDN calls. A Call Vectoring capability

CentreVu CMS Open Database ConnectivityGL-31Voice TerminalA telephone set, usually with buttons, that gives an agent some control over the way cal

CentreVu CMS Open Database ConnectivityGL-32

Index CentreVu® CMS Open Database ConnectivityIN-1IndexAABNCALLS . . . . . . . . . . . . . . 3-9, 3-41, 3-89ABNCALLS1-10. . . .

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-816. Enter one of the following

Index CentreVu® CMS Open Database ConnectivityIN-2CCall Record Database Items . . . . . . . . . . 3-136Call Record ECS Cross-Reference.

Index CentreVu® CMS Open Database ConnectivityIN-3Database Tablesacd_shifts . . . . . . . . . . . . . . . . . . . .3-8ag_actv

Index CentreVu® CMS Open Database ConnectivityIN-4EVENT_TIME. . . . . . . . . . . . . . . . . . 3-127EVENT1-9 . . . . . .

Index CentreVu® CMS Open Database ConnectivityIN-5LOGIN . . . . . . . . . . . . . . . . . . . . . 3-123LOGONSKILL2-5 . . .

Index CentreVu® CMS Open Database ConnectivityIN-6Relational database model . . . . . . . . . . . . .1-5Remove a Data Source. . . .

Index CentreVu® CMS Open Database ConnectivityIN-7TI_OTHERTIME . . . . . . . . . . . . . . . . . 3-61TI_STAFFTIME. . . . . .

Index CentreVu® CMS Open Database ConnectivityIN-8

How Are We Doing?Document Title:CentreVu® Call Management SystemOpen Database ConnectivityDocument No.: 585-210-911 Issue 1.2 Date: May 2000Lucent T

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-9Installing ODBC Version 3.221.

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-107. To install the server comp

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-1112. To accept the default set

Table of ContentsCentreVu® Call Management SystemOpen Database Connectivity CentreVu® CMS Open Database ConnectivityiiiPreface . . . . .

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-1215. Press the Enter key.The s

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityInstalling the ODBC Driver on the CMS Server 2-1318. To verify that the ODBC R

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityServer Utilities 2-14Server Utilities 2Introduction 2Once the ODBC driver is i

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivitySolaris Client Installation 2-15Solaris Client Installation 2Introduction 2The

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivitySolaris Client Installation 2-16Installation Procedure2If the client is on the

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivitySolaris Client Installation 2-17Configuration Procedure2The cms_odbc.ini file

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivitySolaris Client Installation 2-18Test ODBC Connectivity2On the Solaris client,

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivitySolaris Client Installation 2-19●The user name is invalid. OpenLink will retur

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Installation 2-20Desktop Computer Client Installation

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Installation 2-21Installation 2Use the following proc

CentreVu® CMS Open Database ConnectivityivInstalling the ODBC Driver on the CMS Server . . . . . . . . 2-4Introduction

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Installation 2-22Install Clients from a Single Network

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-23Desktop Computer Client Configuratio

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-24Data Source Administrator Dialog Box

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-25Define Data Sources2The defined data

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-26System DSN TabAllows you to add, del

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-27Add System Data Sources2Before addin

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-28Add Login ID-Based Data Sources2As a

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-29Configure a New ODBC Data Source2The

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-306. In the Database: Path field, ente

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-31OpenLink Setup Input Fields 2The fol

CentreVu® CMS Open Database Connectivityv3 Database Tables . . . . . . . . . . . . . . . . . . . . . .

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-32User NameAn optional entry field tha

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-33Administer ODBC Options2You may spec

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityDesktop Computer Client Configuration 2-34View Installed ODBC Drivers2To view

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityTest Desktop Computer Connectivity 2-35Test Desktop Computer Connectivity 2Int

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityTest Desktop Computer Connectivity 2-36Result 2You should see a count column o

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityTroubleshooting 2-37Troubleshooting 2Introduction 2General troubleshooting pro

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityTroubleshooting 2-38Client Trace 2The OpenLink client component configuration

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityTroubleshooting 2-39Remote Procedure Call (RPC) Unable to SendThis indicates a

ODBC Driver and Installation CentreVu® CMS Open Database ConnectivityTroubleshooting 2-40Unable to Start the Requested Database AgentThe oplrqb was

Database Tables CentreVu® CMS Open Database ConnectivityOverview 3-1Chapter 3: Database TablesOverview 3This chapter defines the historical datab

CentreVu® CMS Open Database ConnectivityviAgent Login/Logout Database Items . . . . . . . . . . . . 3-122Overvie

Database Tables CentreVu® CMS Open Database ConnectivityHow Database Items are Presented 3-2How Database Items are Presented 3Database Item Tables3

Database Tables CentreVu® CMS Open Database ConnectivityHow Database Items are Presented 3-3Data Types 3Each database item contains one of the foll

Database Tables CentreVu® CMS Open Database ConnectivityHow Database Items are Presented 3-4Column Types 3The database column type indicates the fo

Database Tables CentreVu® CMS Open Database ConnectivityHow Database Items are Presented 3-5Sample ECS Cross-Reference Table3The following table is

Database Tables CentreVu® CMS Open Database ConnectivityHow Database Items are Presented 3-6Circular Structure 3The exceptions, call record, and ag

Database Tables CentreVu® CMS Open Database ConnectivityDatabase Table Names 3-7Database Table Names 3To select data for external use, you must use

Database Tables CentreVu® CMS Open Database ConnectivityDatabase Table Names 3-8wvdn VDN data summarized by week.mvdn VDN data summarized by month.

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-9Split/Skill Database Items 3Overview 3The Split/Skill databas

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-10ABNCALLS(contd)NOTE: When a call abandons while queued to mu

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-11ACCEPTABLEThe number of ACDCALLS answered by an agent within

CentreVu® CMS Open Database ConnectivityviiSplit/Skill Exceptions Database Items . . . . . . . . . . 3-160Trunk Group

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-12ACDCALLS1-10The number of ACDCALLS during the collection int

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-13ACWOUTOFFCALLSThe number of ACWOUTCALLS that were made to a

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-14ASSISTSThe number of times the supervisor was called (superv

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-15AUXOUTOFFCALLSThe number of AUXOUTCALLS that were made to a

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-16BACKUPCALLSThe number of ACDCALLS that were delivered to and

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-17CALLSOFFEREDThe number of calls that queued to the split/ski

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-18DA_ACWOTIMEThe amount of talk time of outbound extension cal

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-19DISCTIMEThe amount of time all DISCCALLS spent in this split

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-20HOLDABNCALLSThe number of times split/skill ACD callers aban

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-21I_ACDOTHERTIMEThe amount of time during the collection inter

CentreVu® CMS Open Database Connectivityviii

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-22I_AUXINTIMEThe amount of time during the collection interval

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-23I_AUXTIME1-9The amount of time during the collection interva

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-24I_OTHERTIMEThe amount of time during the collection interval

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-25I_RINGTIMEThe amount of time during the collection interval

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-26INCOMPLETEThis item indicates whether or not data is complet

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-27INFLOWCALLSThe number of calls that were redirected to the s

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-28INFLOWCALLS (contd)On Generic 3 Version 2 and newer switches

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-29MEDCALLSFor switches with vectoring, the number of ACDCALLS

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-30NOANSREDIR (contd.)They are also counted as NOANSREDIR calls

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-31O_ACWTIMEThe duration of all after call work associated with

Preface CentreVu® CMS Open Database ConnectivityOverview P-1PrefaceOverview 0Open Database Connectivity (ODBC) is an optional CentreVu® Call Manage

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-32OUTFLOWCALLS(contd)For Generic 3 switches without vectoring,

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-33OUTFLOWCALLS(contd)For Generic 2 switches without vectoring,

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-34PERIOD1-9The length, in seconds, of each service level incre

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-35SERVICELEVELThe number of seconds within which calls must be

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-36ECS Cross-Reference3The following table lists which ECS rele

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-37ACWOUTTIMEXXXXXXACWTIME XXXXXXANSTIME XXXXXXASSISTS XXXXXXAU

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-38HOLDTIMEXXXXXXI_ACDAUXINTIME XXXXXXI_ACDAUX_OUTTIME XXXXXXI_

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-39INTRVL XXXXXXLOWCALLS XXXXXXMAXINQUEUE XXXXXXMAXOCWTIME XXXX

Database Tables CentreVu® CMS Open Database ConnectivitySplit/Skill Database Items 3-40SLVLOUTFLOWSXXXXXXSPLIT XXXXXXSTARTTIME XXXXXXSVCLEVELCHG XX

Database Tables CentreVu® CMS Open Database ConnectivityAgent Database Items 3-41Agent Database Items 3Overview 3The Agent database item descriptio