Change for CMS Release 21.0.1.0

The following new database items have been added to the Agent, Split/Skill and VDN database tables: ROIFREDIR and ROOFREDIR.

The following database items have been expanded from integer to int8 to provide support for longer digit strings:

Changes for CMS Release 19.2

The following monthly database items were expanded from integer to int8 to provide support for longer digit strings:

Changes for CMS Release 19.1

The following new database items have been added to the CMS 19.1 database:

• The following new database items have been added to the csplit, psplit, hsplit, dsplit, wsplit, and msplit skill tables:

  • ABNCALLSACC1 through ABNCALLSACC10 (equivalent to ABNCALLS1 through ABNCALLS10)

  • ACCEPTABLEACC (equivalent to ACCEPTABLE)

  • ACDCALLSACC1 through ACDCALLSACC10 (equivalent to ACDCALLS1 through ACDCALLS10)

  • SLVLABNSACC (equivalent to SLVLABNS)

• The following new database items have been added to the cvdn, pvdn, hvdn, dvdn, wvdn, and mvdn VDN tables:

  • ABNCALLSACC1 through ABNCALLSACC10 (equivalent to ABNCALLS1 through ABNCALLS10)

  • ACCEPTABLEACC (equivalent to ACCEPTABLE)

  • ANSCONNCALLSACC1 through ANSCONNCALLSACC10 (equivalent to ANSCONNCALLS1 through ANSCONNCALLS10)

  • SLVLABNSACC (equivalent to SLVLABNS)

The new database items provide cumulative metrics for call profile reporting. The new metrics are cumulative, summarizing data for all skills and VDNs that processed the calls or abandoned calls. The new database items can be used by creating new Designer Call Profile reports. Existing Designer Call Profile reports will not use the new database items unless you update the reports to use the new database items or create new reports using the new database items.

Changes for CMS Release 19.0

The following new database items have been added to the CMS 19.0 database:

• The following data item has changed from smallint to integer in the magent table:

  • INCOMPLETE

• The following data items have changed from integer to int8 in the wsplit and msplittables:

  • I_OTHERTIME

  • I_STAFFTIME

  • I_TAVAILTIME

  • I_TOTHERTIME

• Support for Communication ManagerSpecial Application Externally Controlled Distribution (ECD).

  • call_rec

    • ECD_CONTROL, ECD_INFO, ECD_NUM, ECD_STR 

• Added rows in the Call Record database items table and added information for Dictionary of CMS database items list for ECD.

  • ECD_CONTROL, ECD_INFO, ECD_NUM, ECD_STR 

• In Patch #5, calculations for QUEUETIME and RINGTIME have been updated for calls that experience RONA.

  • Changes to the hsplit table for RINGTIME

    • Entries in the hsplit table for RINGTIME must reflect data only for the individual split. Prior to CMS 19.0, RINGTIME was cumulative. The RINGTIME for the last split that handled the call contained the cumulative RINGTIME for all skills involved in handling the call. With CMS 19.0, each split entry in the hsplit table will contain the RINGTIME for that split only.

  • Call Profile updates

    • Call profile information for VDNs and Skills has been updated to correctly reflect QUEUETIME. Previous to CMS 19.0, the QUEUETIME only reflected the QUEUETIME for the last skill handling the call. Call profile QUEUETIME should be cumulative. With CMS 19.0, QUEUETIME in VDN and Skill call profile reports will reflect cumulative QUEUETIME across all skills handing the call.

Changes for CMS Release 18.x

The following new database items have been added to the CMS 18.x database:

• TENANT

  • Agent, Agent trace, Agent login/logout, Agent exception, Split/Skills, Split/Skills exception, Trunk Group, Trunk Group exception, Trunk, VDN, VDN exception, Vector, Vector exception, CWC, Malicious call trace exception, and Call Record tables

• TIMEZONE

  • Agent, Call Work Code, Split/Skill, Trunk, Trunk Group, VDN, Vector tables

• ROW_TIME_UTC

  • Agent Exception, Split/Skill Exception, Trunk Group Exception, VDN Exception, Malicious Call Exception, Disk Full Exception, Link Exception tables

Changes for CMS Release 17.x

The following new data items have been added to the CMS 17.x database:

• This item is reserved for future use.

  • hagent, dagent, wagent, magent, ag_actv

    • ATTRIB_ID

• These items are reserved for future use.

  • call_rec

    • ORIG_ATTRIB_ID, ANS_ATTRIB_ID, OBS_ATTRIB_ID

Changes for CMS Release 16.3

The following new data items have been added to the CMS 16.3 database:

• Support for Intelligent Customer Routing.

  • cagent, pagent, hagent, dagent, wagent, magent

    • ICRPULLCALLS, ICRPULLTIME, DA_ICRPULLCALLS, DA_ICRPULLTIME

  • csplit, psplit, hsplit, dsplit, wsplit, msplit

    • ICRPULLCALLS, ICRPULLTIME, ICRPULLRINGCALLS, REDIRECTCALLS

  • cvdn, pvdn, hvdn, dvdn, wvdn, mvdn

    • ICRPULLCALLS, ICRPULLTIME, ICRPULLRINGCALLS, ICRPULLQUECALLS

  • cvector, pvector, hvector, dvector, wvector, mvector

    • ICRPULLCALLS, ICRPULLTIME, ICRPULLRINGCALLS, ICRPULLQUECALLS

  • ctkgrp, ptkgrp, htkgrp, dtkgrp, wtkgrp, mtkgrp

    • ICRPULLCALLS, ICRPULLVECCALLS, ICRPULLRINGCALLS, ICRPULLQUECALLS

  • ctrunk, ptrunk, htrunk, dtrunk, wtrunk, mtrunk

    • ICRPULLCALLS

  • call_rec

    • ICRRESENT, ICRPULLREASON

      Note:

      DA_ICRPULLCALLS and DA_ICRPULLTIME are for future use and will not be populated in 16.3.

Changes for CMS Release 16.1

The following new data items have been added to the CMS 16.1 database:

• Increasing skills per agent from 60 to 120.

  • cagent, pagent, haglog

    • LOGONSKILL61-LOGONSKILL120, SKLEVEL61-SKLEVEL120, SKPERCENT61-SKPERCENT120, WORKSPLIT61-WORKSPLIT120

• Support of the Communication Manager features like Interruptible AUX and Skill Level Routing.

  • cagent, pagent

    • SKINTRTYPE 1-120, INTRSTATUS, INTRNOTIFIES, ACCEPTEDINTRS, REJECTEDINTRS, INTRDELIVERIES

  • haglog

    • SKINTRTYPE 1-120

  • hagent, dagent, wagent, magent

    • INTRSTATUS, INTRNOTIFIES, ACCEPTEDINTRS, REJECTEDINTRS, INTRDELIVERIES

  • ag_actv

    • INTERRUPTED

  • csplit, psplit, hsplit, dsplit, wsplit, msplit

    • INTRDELIVERIES, AGSURPDELIVERIES, AGSURPPREFCALLS, AGSURPNPREFCALLS, CALLSURPDELIVERIES

  • cvdn, pvdn, hvdn, dvdn, wvdn, mvdn

    • AGSURPDELIVERIES, AGSURPPREFCALLS, AGSURPNPREFCALLS, CALLSURPDELIVERIES

  • call_rec

    • INTERRUPTDEL, AGENTSURPLUS, AGENTSKILLLEVEL, PREFSKILLLEVEL

The following new calculations have been added:

• PCNT_AGSURP, PCNT_CALLSURP, PCNT_AGSURP_PREF, PCNT_AGSURP_SUM, PCNT_CALLSURP_SUM, PCNT_AGSURP_PREF_SUM

The following new rows have been added to the synonyms table:

• Interrupttype, interruptstatus