Exhibit 176 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-21, S.D. Cal. No. 3:21-md-02992)

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Case 3:21-md-02992-GPC-MSB Document 378-21 Filed 11/21/24 PageID.14428
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Exhibit 176
Case 3:21-md-02992-GPC-MSB Document 378-21 Filed 11/21/24 PageID.14429
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AVAYA
Avaya Call Management System
Database Items and Calculations
Release 18
July 2016
Case 3:21-md-02992-GPC-MSB Document 378-21 Filed 11/21/24 PageID.14430
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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
July 2016 Avaya Call Management System Database Items and Calculations 5
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Case 3:21-md-02992-GPC-MSB Document 378-21 Filed 11/21/24 PageID.14431
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Contents
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
July 2016 Avaya Call Management System Database Items and Calculations 6
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Case 3:21-md-02992-GPC-MSB Document 378-21 Filed 11/21/24 PageID.14432
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Contents
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
July 2016 Avaya Call Management System Database Items and Calculations 7
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Contents
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
July 2016 Avaya Call Management System Database Items and Calculations 8
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Contents
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
July 2016 Avaya Call Management System Database Items and Calculations 9
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Contents
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
July 2016 Avaya Call Management System Database Items and Calculations 10
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Contents
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
July 2016 Avaya Call Management System Database Items and Calculations 11
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Contents
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
July 2016 Avaya Call Management System Database Items and Calculations 12
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Contents
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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Contents
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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Contents
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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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…
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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
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AGSURPPREFCALLS
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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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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Dictionary of CMS database items
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.
July 2016 Avaya Call Management System Database Items and Calculations 280
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