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Avaya Call Management System Database Items and Calculations

Table of Contents

Type to filter navigation items by title
  • Notices
  • Introduction
    • Purpose
    • Change history
  • CMS database overview
    • Availability of database items
    • Database tables
      • Database table names
        • Real-time database table names
        • Historical database table names
    • Database item types
      • Historical and real-time data
      • Call-based versus interval-based data
    • Database item information for report types
      • Split/skill database items
      • Agent database items
      • Trunk group database items
      • Trunk database items
      • Vector database items
      • VDN database items
      • Call work codes database items
      • Agent login/logout database items
      • Agent trace database items
      • Current day configuration database items
      • Current day report database items
        • Forecast data
        • Call record database items
        • Exceptions historical database items
          • Exception type storage
        • Selecting exception types for reports
      • Terminology
  • Communication Manager capabilities that impact CMS
    • Communication Manager server cross-reference
      • Key to tables
      • Agent database items
      • Agent login/logout database items
      • Agent trace database items
      • Call record database items
      • Call work codes database items
      • Current day configuration database items
      • Current day report database items
      • Split or skill database items
      • Trunk database items
      • Trunk group database items
      • VDN database items
      • Vector database items
    • Communication Manager features and capabilities and their impact on CMS data
      • Abandoned calls
      • Adjunct-placed calls and adjunct-routed calls
      • Agent state tracking at login
      • Agents in multiple splits/skills
      • Real-time reports
      • Average Speed of Answer (ASA)
      • Audio difficulty
      • Best Service Routing
      • Avaya Business Advocate
      • Call handling preference
      • Call pickup
      • Conference tracking
      • “converse” vector command
      • Direct agent calling
        • Direct agent data in reports
        • Communication server-specific capabilities
      • Expanded Agent Capabilities
      • Forced disconnect
      • Forced multiple call handling
      • Go to vector command
      • Hold tracking
      • Location
        • Location ID for agents
        • Location ID for trunks
      • Look-ahead interflow calls (BSR and NCR)
      • Move agent while staffed
      • Multiple call handling
      • Multiple split/skill queuing
        • Multiple split/skill queuing example
      • Outbound Call Management (OCM)
      • Personal calls
      • Phantom-abandon calls
        • Phantom-abandon call timer
        • PHANTOMABNS database item
        • Phantom-abandon call timer not enabled
        • Phantom-abandon exceptions
      • Redirect on No Answer
      • Reserve Agent Work Time Tracking
        • STAFFTIME
        • Reserve Agent Work Time feature database items
        • Real-time Split/Skill Status items
        • Historical Split/Skill database items
        • Non-reserve Split/Skill Database Items
        • Agent database items
        • TI database items
        • Non-reserve Agent database items
      • Ringing
      • Skill state
      • Timed ACW
      • Time/duration tracking
      • Transfer tracking
      • Transferred and conferenced calls
      • Trunk No Answer Timeout
      • Universal Call Identifier
      • VDN active calls
      • Vector Disconnect Timer
      • Wait Answer Supervision Timer
  • Database tables
    • CMS database logic structure
      • Agent tables
      • VDN tables
      • Circular structure tables
    • CMS database table names
    • Description of the CMS database tables
      • About the Database item column
        • Index database items
        • Call-based data and interval-based data
      • About the Data types column
      • About the Column type and Length columns
        • Informix data column types table
    • CMS database table items
      • Agent database items
        • Agent Login/Logout database items
      • Agent Trace database items
      • Call Record database items
      • Call Work Codes database items
      • Exceptions historical database items
        • Agent Exceptions database items
        • Split/Skill Exceptions database items
        • Trunk Group Exceptions database items
        • VDN Exceptions database items
        • Vector Exceptions database items
        • Malicious Call Trace Exceptions database items
        • Data Collection Exceptions database items
        • Disk Full Exceptions database items
      • Split/Skill database items
      • Trunk Group database items
      • Trunk database items
      • Vector database items
      • VDN database items
      • Forecasting database tables
        • Current Day Configuration database items
        • Current Day Report database items
      • Administrative database tables
        • Data Collection Period database items
        • Archiver Execution Status database items
        • Customer Log database items
        • Agent Group database items
        • Synonyms database items
        • ACD Shifts database items
        • Database Items
    • About generating a CMS database schema
      • Generating the schema for the entire CMS database
      • Modifying the dbschema command
  • Dictionary of CMS database items
    • ABNCALLS
    • ABNCALLS1 through ABNCALLS10
    • ABNCALLSACC1 through ABNCALLSACC10
    • ABNQUECALLS
    • ABNRINGCALLS
    • ABNTIME
    • ABNVECCALLS
    • ACCEPTABLE
    • ACCEPTABLEACC
    • ACCEPTEDINTRS
    • ACD (index)
    • ACD_RELEASE
    • ACDAUXOUTCALLS
    • ACDCALLS
    • ACDCALLS1 through ACDCALLS10
    • ACDCALLSACC1 through ACDCALLSACC10
    • ACDCALLS_R1
    • ACDCALLS_R2
    • ACDONHOLD (real-time)
    • ACDTIME
    • ACTIVECALLS (real-time)
    • ACWINCALLS
    • ACWINTIME
    • ACWOUTADJCALLS
    • ACWOUTCALLS
    • ACWOUTOFFCALLS
    • ACWOUTOFFTIME
    • ACWOUTTIME
    • ACWTIME
    • ADJATTEMPTS
    • ADJROUTED
    • ADJUNCTOUT (real-time)
    • AGDURATION (real-time)
    • AGENTSKILLLEVEL
    • AGENTSURPLUS
    • AGINRING (real-time)
    • AGLOCID
    • AGOCC
    • AGSTATE (real-time)
    • AGSURPDELIVERIES
    • AGSURPNPREFCALLS
    • AGSURPPREFCALLS
    • AGT_RELEASED
    • AGTIME (real-time)
    • ALLINUSE (real-time)
    • ANI_SID
    • ANSCONNCALLS1 through ANSCONNCALLS10
    • ANSCONNCALLSACC1 through ANSCONNCALLSACC10
    • ANSHOLDTIME
    • ANSLOCID
    • ANSLOGIN
    • ANSREASON
    • ANSRINGTIME
    • ANSTIME
    • ANS_ATTRIB_ID
    • ASA (real-time)
    • ASAI_UUI
    • ASSIST (real-time)
    • ASSIST_ACTV
    • ASSISTS
    • ATAGENT (real-time)
    • ATTRIB_ID
    • AUDIO
    • AUXINCALLS
    • AUXINTIME
    • AUXOUTADJCALLS
    • AUXOUTCALLS
    • AUXOUTOFFCALLS
    • AUXOUTOFFTIME
    • AUXOUTTIME
    • AUXREASON (real-time)
    • AVAILABLE (real-time)
    • AVGAGSERV
    • AVGSPEEDANS
    • AWORKMODE (real-time)
    • BACKUPCALLS
    • BH_ABNCALLS (daily only)
    • BH_ACDCALLS (daily only)
    • BH_ACDTIME (daily only)
    • BH_ALLINUSETIME (daily only)
    • BH_BUSYCALLS (daily only)
    • BH_DISCCALLS (daily only)
    • BH_INCALLS (daily only)
    • BH_INTERVAL (daily only)
    • BH_INTIME (daily only)
    • BH_OABNCALLS (daily only)
    • BH_OACDCALLS (daily only)
    • BH_OOTHERCALLS (daily only)
    • BH_OTHERCALLS (daily only)
    • BH_OUTCALLS (daily only)
    • BH_OUTTIME (daily only)
    • BH_STARTTIME (daily only)
    • BH_VDNCALLS (daily only)
    • BLOCKAGE
    • BSRPLAN
    • BUSYCALLS
    • BUSYTIME
    • CALLER_HOLD
    • CALLID
    • CALLING_II
    • CALLING_LOGID (real-time)
    • CALLING_PTY
    • CALLSOFFERED
    • CALLSURPDELIVERIES
    • CHANGE
    • CHANGED (real-time)
    • CHPROF
    • COMPLETED
    • CONFERENCE
    • CONNECTCALLS
    • CONNECTTIME
    • CONNTALKTIME
    • CONSULTTIME
    • CWC (index)
    • CWC1 through CWC5
    • DA_ABNCALLS
    • DA_ABNTIME
    • DA_ACDCALLS
    • DA_ACDTIME
    • DA_ACWINCALLS
    • DA_ACWINTIME
    • DA_ACWOADJCALLS
    • DA_ACWOCALLS
    • DA_ACWOOFFCALLS
    • DA_ACWOOFFTIME
    • DA_ACWOTIME
    • DA_ACWTIME
    • DA_ANSTIME
    • DA_ICRPULLCALLS
    • DA_ICRPULLTIME
    • DA_INACW (real-time)
    • DA_INQUEUE (real-time)
    • DA_INRING (real-time)
    • DA_OLDESTCALL (real-time)
    • DA_ONACD (real-time)
    • DA_OTHERCALLS
    • DA_OTHERTIME
    • DA_QUEUED
    • DA_RELEASE
    • DA_SKILL (real-time)
    • DACALLS_FIRST (real-time)
    • DEFLECTCALLS
    • DEQUECALLS
    • DEQUETIME
    • DESTINATION (real-time)
    • DIALED_NUM
    • DIGITS_DIALED
    • DIRECTION (real-time)
    • DISCCALLS
    • DISCTIME
    • DISPIVECTOR
    • DISPOSITION
    • DISPPRIORITY
    • DISPSKLEVEL
    • DISPSPLIT
    • DISPTIME
    • DISPVDN
    • DURATION (real-time)
    • ECD_CONTROL
    • ECD_INFO
    • ECD_NUM
    • ECD_STR 
    • EQLOC
    • EQLOCID
    • EVENT_TIME
    • EVENT1 through EVENT9
    • EWTHIGH (real-time)
    • EWTLOW (real-time)
    • EWTMEDIUM (real-time)
    • EWTTOP (real-time)
    • EXT_CALL_ORIG
    • EXTENSION
    • EXTN
    • EXTYPE
    • FAGINRING (real-time)
    • FAILURES
    • FAVAILABLE (real-time)
    • FCALLS
    • FINACW (real-time)
    • FINAUX (real-time)
    • FIRSTIVECTOR
    • FIRSTVDN
    • FMETHOD
    • FONACD (real-time)
    • FOTHER (real-time)
    • FSTAFFED (real-time)
    • GNAGINRING (real-time)
    • GNAVAILABLE (real-time)
    • GNDA_INACW (real-time)
    • GNDA_ONACD (real-time)
    • GNINACW (real-time)
    • GNINAUX (real-time)
    • GNINAUX0 (real-time)
    • GNINAUX1 through GNINAUX9 (real-time)
    • GNINAUX10 through GNINAUX99 (real-time)
    • GNONACD (real-time)
    • GNONACDAUXOUT (real-time)
    • GNONACDOUT (real-time)
    • GNONACWIN (real-time)
    • GNONACWOUT (real-time)
    • GNONAUXIN (real-time)
    • GNONAUXOUT (real-time)
    • GNOTHER (real-time)
    • GNSKILL (real-time)
    • GNSTAFFED (real-time)
    • GOTOCALLS
    • GOTOTIME
    • HDATE1 through HDATE4
    • HELD
    • HIGHCALLS
    • HOLDABN
    • HOLDABNCALLS
    • HOLDACDCALLS
    • HOLDACDTIME
    • HOLDCALLS
    • HOLDTIME
    • I_ACDAUX_OUTTIME
    • I_ACDAUXINTIME
    • I_ACDOTHERTIME
    • I_ACDTIME
      • Difference between ACDTIME and I_ACDTIME
    • I_ACDTIME_R1
    • I_ACDTIME_R2
    • I_ACWINTIME
    • I_ACWOUTTIME
    • I_ACWTIME
      • Difference between ACWTIME and I_ACWTIME
    • I_ACWTIME_R1
    • I_ACWTIME_R2
    • I_ARRIVED
    • I_AUTORESERVETIME
    • I_AUXINTIME
    • I_AUXOUTTIME
    • I_AUXSTBYTIME
    • I_AUXSTBYTIME_R1
    • I_AUXSTBYTIME_R2
    • I_AUXTIME
    • I_AUXTIME_R1
    • I_AUXTIME_R2
    • I_AUXTIME0
    • I_AUXTIME1 through I_AUXTIME9
    • I_AUXTIME10 through I_AUXTIME99
    • I_AVAILTIME
    • I_BEHINDTIME
    • I_DA_ACDTIME
    • I_DA_ACWTIME
    • I_INOCC
    • I_NORMTIME
    • I_OL1TIME
    • I_OL2TIME
    • I_OTHERSTBYTIME
    • I_OTHERSTBYTIME_R1
    • I_OTHERSTBYTIME_R2
    • I_OTHERTIME
    • I_OTHERTIME_R1
    • I_OTHERTIME_R2
    • I_OUTOCC
    • I_RINGTIME
    • I_RINGTIME_R1
    • I_RINGTIME_R2
    • I_STAFFTIME
    • I_TAUXTIME
    • I_TAVAILTIME
    • I_TOTHERTIME
    • II_DIGITS
    • ICRPULLCALLS
    • ICRPULLTIME
    • ICRPULLREASON
    • ICRPULLRINGCALLS
    • ICRPULLQUECALLS
    • ICRPULLVECCALLS
    • ICRRESENT
    • ILN
    • INACW (real-time)
    • INAUX (real-time)
    • INAUX0 (real-time)
    • INAUX1 through INAUX9 (real-time)
    • INAUX10 through INAUX99 (real-time)
    • INBOUND (real-time)
    • INCALLS
    • INCOMPLETE
    • INFLAG
    • INFLOWCALLS
    • INPROGRESS (real-time)
    • INQUEUE (real-time)
    • INRING (real-time)
    • INTERFLOWCALLS
    • INTERRUPTDEL
    • INTERRUPTED
    • INTIME
    • INTRDELIVERIES
    • INTRNOTIFIES
    • INTRSTATUS (real-time)
    • INTRTYPE (real-time)
    • INTRVL
    • INVECTOR (real-time)
    • ITN
    • KEYBD_DIALED
    • LASTCWC
    • LASTDIGITS
    • LASTOBSERVER
    • LEVEL (real-time)
    • LOC_ID
    • LOGID
    • LOGIN
    • LOGIN_UTC
    • LOGONSKILL (real-time)
    • LOGONSKILL2 through LOGONSKILL20 (real-time)
    • LOGONSKILL21 through LOGONSKILL60 (real-time)
    • LOGONSKILL61 through LOGONSKILL120 (real-time)
    • LOGONSTART (real-time)
    • LOGOUT
    • LOGOUT_DATE
    • LOGOUT_UTC
    • LOGOUTREASON
    • LOOKATTEMPTS
    • LOOKFLOWCALLS
    • LOWCALLS
    • MALICIOUS (real-time)
    • MAX_TOT_PERCENTS
    • MAXINQUEUE
    • MAXOCWTIME
    • MAXSTAFFED
    • MAXTOP
    • MAXWAITING
    • MBUSY (real-time)
    • MBUSYTIME
    • MCT
    • MEDCALLS
    • MOVEPENDING (real-time)
    • NETDISCCALLS
    • NETINCALLS
    • NETINTIME
    • NETPOLLS
    • NOANSREDIR
      • Viewing NOANSREDIR counters in real-time snapshots
    • NUMAGREQ
    • NUMINUSE (real-time)
    • NUMTGS (real-time)
    • NUMVDNS (real-time)
    • O_ABNCALLS
    • O_ACDCALLS
    • O_ACDTIME
    • O_ACWTIME
    • O_OTHERCALLS
    • OBSERVINGCALL
    • OBSLOCID
    • OBS_ATTRIB_ID
    • OLDEST_LOGON (real-time)
    • OLDESTCALL (real-time)
    • ONACD (real-time)
    • ONACDAUXOUT (real-time)
    • ONACDOUT (real-time)
    • ONACWIN (real-time)
    • ONACWOUT (real-time)
    • ONAUXIN (real-time)
    • ONAUXOUT (real-time)
    • ONHOLD (real-time)
    • ORIGHOLDTIME
    • ORIGIN (real-time)
    • ORIGLOCID
    • ORIGLOGIN
    • ORIGREASON
    • ORIG_ATTRIB_ID
    • OTHER (real-time)
    • OTHERCALLS
    • OTHERTIME
    • OUTBOUND (real-time)
    • OUTCALLS
    • OUTFLAG
    • OUTFLOWCALLS
    • OUTFLOWTIME
    • OUTTIME
    • PENDINGSPLIT (real-time)
    • PERCENT (real-time)
    • PERIOD1 through PERIOD9
    • PERIODCHG
    • PHANTOMABNS
    • POSITION (real-time)
    • POSITIONS (real-time)
    • PREFERENCE (real-time)
    • PREFSKILLLEVEL
    • PRIORITY (real-time)
    • PRIORITY2 and PRIORITY3 (real-time)
    • QUECOUNT (real-time)
    • QUETYPE (real-time)
    • QUETYPE2 and QUETYPE3 (real-time)
    • QUEUETIME
    • R1AGINRING (real-time)
    • R1AVAILABLE (real-time)
    • R1INACW (real-time)
    • R1INAUX (real-time)
    • R1INAUXSTBY (real-time)
    • R1ONACD (real-time)
    • R1OTHER (real-time)
    • R1OTHERSTBY (real-time)
    • R1STAFFED (real-time)
    • R2AGINRING (real-time)
    • R2AVAILABLE (real-time)
    • R2INACW (real-time)
    • R2INAUX (real-time)
    • R2INAUXSTBY (real-time)
    • R2ONACD (real-time)
    • R2OTHER (real-time)
    • R2OTHERSTBY (real-time)
    • R2STAFFED (real-time)
    • RAGOCC
    • RAVGSPEEDANS
    • REASON
    • REASON_CODE
    • RECONNECT
    • REDIRECTCALLS
    • REJECTEDINTRS
    • RETURNCALLS
    • RINGCALLS
    • RINGTIME
    • ROIFREDIR
    • ROLE (real-time)
    • ROOFREDIR
    • ROW_DATE (index)
    • ROW_TIME
    • ROW_TIME_UTC
    • RSERVLEVELP
    • RSV_LEVEL
    • SEGMENT
    • SEGSTART
    • SEGSTART_UTC
    • SEGSTOP
    • SEGSTOP_UTC
    • SEQNUM
    • SERVICELEVEL
    • SERVLEVELP
    • SERVLEVELT
    • SETUPTIME
    • SHORTCALLS
    • SKILL1 through SKILL3
    • SKILLACWTIME1 through SKILLACWTIME3
    • SKILLCALLS1 through SKILLCALLS3
    • SKILLTIME1 through SKILLTIME3
    • SKILLTYPE
    • SKILLTYPE2 through SKILLTYPE4
    • SKINTRTYPE through SKINTRTYPE120
    • SKLEVEL
    • SKLEVEL2 through SKLEVEL20
    • SKLEVEL21 through SKLEVEL60
    • SKLEVEL61 through SKLEVEL120
    • SKPERCENT
    • SKPERCENT2 through SKPERCENT20
    • SKPERCENT21 through SKPERCENT60
    • SKPERCENT61 through SKPERCENT120
    • SKSTATE (real-time)
    • SLVLABNS
    • SLVLABNSACC
    • SLVLOUTFLOWS
    • SPLIT (index)
    • SPLIT1
    • SPLIT2 and SPLIT3
    • STAFFED (real-time)
    • STARTED (real-time)
    • STARTTIME (interval)
    • STARTTIME_UTC
    • SVCLEVELCHG
    • TAGINRING (real-time)
    • TALKTIME
    • TARGETABNS
    • TARGETACDCALLS
    • TARGETOUTFLOWS
    • TARGETPCTCHG
    • TARGETPERCENT
    • TARGETSECCHG
    • TARGETSECONDS
    • TAVAILABLE (real-time)
    • TDA_INACW (real-time)
    • TDA_ONACD (real-time)
    • TENANT
    • THRESHOLD
    • TI_AUXTIME
    • TI_AUXTIME0
    • TI_AUXTIME1 through TI_AUXTIME9
    • TI_AUXTIME10 through TI_AUXTIME99
    • TI_AVAILTIME
    • TI_OTHERTIME
    • TI_STAFFTIME
    • TIME
    • TIMEZONE
    • TINACW (real-time)
    • TINAUX (real-time)
    • TINAUX0 (real-time)
    • TINAUX1 through TINAUX9 (real-time)
    • TINAUX10 through TINAUX99 (real-time)
    • TKGRP
    • TKSTATE (real-time)
    • TONACD (real-time)
    • TONACDAUXOUT (real-time)
    • TONACDOUT (real-time)
    • TONACWIN (real-time)
    • TONACWOUT (real-time)
    • TONAUXIN (real-time)
    • TONAUXOUT (real-time)
    • TOPCALLS
    • TOPSKILL (real-time)
    • TOT_PERCENTS (real-time)
    • TOTHER (real-time)
    • TRANSFERRED
    • TRENDBASE
    • TRUNKS
    • TSTAFFED (real-time)
    • TYPE (real-time)
    • UCID
    • USE_SVC_OBJ (real-time)
    • UUI_LEN
    • VDISCCALLS
    • VDN
    • VDN2-9
    • VECTOR
    • WMODE_SEQ
    • WORKCODE
    • WORKMODE (real-time)
    • WORKSKILL (real-time)
    • WORKSKLEVEL (real-time)
    • WORKSPLIT (real-time)
    • WORKSPLIT2 and WORKSPLIT3 (real-time)
    • WORKSPLIT4 through WORKSPLIT20 (real-time)
    • WORKSPLIT21 through WORKSPLIT60 (real-time)
    • WORKSPLIT61 through WORKSPLIT120 (real-time)
    • WT1 through WT4
  • Definitions of CMS calculations
    • Example standard dictionary calculations table
    • Search values
      • Agent state and row search values cross-reference tables
      • Call disposition and row search values cross-reference tables
    • Calculations
      • Standard CMS Dictionary calculations
      • Reports-specific calculations
  • Resources
    • Documentation
      • Finding documents on the Avaya Support website
      • Avaya Documentation Center navigation
    • Viewing Avaya Mentor videos
    • Support
      • Using the Avaya InSite Knowledge Base
  • Database schema changes
    • Database schema changes
      • Database schema changes for recent CMS releases
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Avaya Call Management System Database Items and Calculations
Communication Manager capabilities that impact CMS
Communication Manager features and capabilities and their impact on CMS data
Call pickup

Call pickup

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Last Updated : Aug 16, 2022 |
Avaya Call Management System
Feature Description
Administrator
21.0
Expert

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

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