CMS stores all ACD data in real-time and historical databases. You can use the data to generate reports.
CMS tracks a call from the time the call arrives on a trunk till the end of the call. CMS also tracks After Call Work (ACW) as part of the call data. After call completion, CMS stores the call data in different database tables.
The following table indicates how CMS captures the call data in different database tables.
Table 1: Call flow data capture
Database tables |
Call flow |
|
Call seizes trunk |
Call enters VDN or vector |
Call queues to skill |
Vector processing ends |
Call rings at agent station |
Agent responds to the caller |
Trunk drops the call |
Agent leaves ACW |
Trunk or Trunk Group |
Start |
|
|
|
|
|
Stop |
|
Vector |
|
Start |
|
|
|
Stop |
|
|
VDN |
|
Start |
|
|
|
|
|
Stop |
Split/Skill |
|
|
Start |
|
|
|
|
Stop |
Agent |
|
|
|
|
Start |
|
|
Stop |
Call Work Codes |
|
|
|
|
|
Start |
|
Stop |
Each database table consists of database items with the following types of data.
Table 2: CMS database items
Data type |
Description |
Administrative |
Data that you administer through Communication Manager or CMS Supervisor. |
Busy Hour |
Data that CMS tracks during the peak time. |
Cumulative |
Data that CMS tracks during a data collection interval. Most real-time database items contain the cumulative data type. |
Maximum Interval Value |
The maximum value reached for a specified interval. |
Row Identifier |
Data common to all tables. |
Special Table |
Data in a specific table. |
Status |
Data indicating the status of a specific parameter. |
For more information, see Avaya Call Management System Database Items and Calculations.
