INTIME

Last Updated : Aug 22, 2022 |

The INTIME item is included in the following database tables:

Trunk group tables

The trunk holding time for all INCALLS that are carried by trunks in this trunk group and complete during the collection interval. Trunk holding time is the length of time from the initial trunk seizure until the trunk goes idle. The trunk goes idle when the caller drops, the agent releases the call, or the communication server disconnects the call. If an incoming call on a measured trunk is transferred off the communication server, the incoming trunk remains in use for the call and accrues trunk holding time until the caller drops or the call is released.

This is a cumulative item.

Trunk tables

The trunk holding time for all INCALLS that are carried by this trunk and complete during the collection interval. Trunk holding time is the length of time from the initial trunk seizure until the trunk goes idle. The trunk goes idle when the caller drops, the agent releases the call, or the communication server disconnects the call. If an incoming call on a measured trunk is transferred off the communication server, the incoming trunk remains in use for the call and accrues trunk holding time until the caller drops or the call is released. This is a cumulative item.

Vector tables

The length of time spent by INCALLS by this VECTOR executing steps. INTIME stops accruing in the following cases:

  • When the STOP vector step is executed

  • When a blank step in the vector is reached

  • When busy or disconnect is sent

  • When the call abandons

  • When a “goto vector” command succeeds

  • When a “rout to” vector command succeeds

  • When a “messaging split/skill” or “adjunct routing” command succeeds

  • Or when the split/skill or direct agent ACD call rings an agent

This is a cumulative item.

VDN tables

The time spent in the VDN by calls completed during this interval. This time includes: time in vector processing, ringing, and talking with an agent until the call is terminated or is routed to another VDN off the communication server. INTIME = ACDTIME + ABNTIME + ANSTIME + HOLDTIME + OTHERTIME.

This is a cumulative item.