Calls answered using the check command are indicated as answered by backup in CMS.
Calls queued using a check split/skill command are tracked as CALLSOFFERRED and LOWCALLS/MEDCALLS/HIGHCALLS/TOPCALLS.
The presence of the command in a vector enables the calls serviced by the vector to be vector-directed. When such a call is answered by an agent, the call is tracked as ACDCALLS/ANSTIME, and it is reported as ACD Calls, Split/Skill ACD Calls, and Avg Speed Ans. If the call is also queued to other splits/skills, OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split/skill to which the call queues, and Flow Out is reported (unless the split/skill turns out to be the answering split/skill). DEQUECALLS/DEQUETIME is tracked in the second and third splits/skills if these splits/skills are not the answering split/skill, and the call is reported as Dequeued Calls and Dequeued Avg Queue Time. However, if the second or third split/skill is the answering split/skill, INFLOWCALLS is tracked in the split/skill, and the call is reported as Flow In.
Whenever the call is answered in a split/skill accessed by the check split/skill command, the BACKUPCALLS data base item is incremented, and the call is reported as Calls Ans in Backup and Calls Handled/Backup. The Calls Ans in Main report item is calculated by using the algorithm ACDCALLS - BACKUPCALLS.
If the call abandons after the command queues the call to a split/skill, ABNCALLS/ABNTIME is tracked for the vector, the VDN, and the first split/skill to which the call is queued. The call is reported as Aban Call and Avg Aban Time. If the call is also queued to other splits/skills, DEQUECALLS/DEQUETIME is tracked in these splits/skills, and the call is reported as Dequeued Calls and Dequeued Avg Queue Time.
BSR status poll calls are not counted as interflows. BSR interflows are now tracked as network interflowed calls (NETCALLS) by the CMS at the receiving switch. The CMS tracks a call’s accumulated time-in-VDN as NETINTIME (that is, the NET_TIME value on the CMS at switch C combines the time a call has spent in VDNs at any previous locations, as communicated by information forwarding. The NETINTIME can be added to the time spent in the local switch to provide reports that include the total time the call has spent in the call center network (e.g., total ASA).
For more information about CMS database items and reports, see Avaya Call Management System Database Items and Calculations and Avaya Call Management System Supervisor Reports.
