Lucent Technologies CentreVu Call Management System Release 3 Version 8 External Call History Interface Manual

CentreVuâ Call Management System
Release 3 Version 8
External Call History Interface
585-210-912
Comcode 108501784
Issue 1
December 1999 

Copyright Ó 1999, Lucent Technologies
All Rights Reserved
Printed in U.S.A.
Notice
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complete and accurate at the time of printing. However, information is 
subject to change.
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Table of Contents
CentreVu®  Call Management System
Release 3 Version 8
External Call History Interface
   CentreVu® CMS R3V8 External Call History Interface
iii
Introduction  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   1
Overview     .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   1
Call Record File Format  .    .    .    .    .    .    .    .    .    .    .    .    .    .    .    .   2
Introduction...

   CentreVu® CMS R3V8 External Call History Interface
iv 

   CentreVu® CMS R3V8 External Call History Interface
Introduction1
Introduction0
Overview0The External Call History Interface (ECHI) is an optional CentreVu® Call 
Management System (CMS) feature which allows you to transfer the 
CentreVu CMS Release 3 Version 8 (R3V8) call record files (call history 
data files) to another computer for processing.
This feature is especially useful for call centers with a high volume of 
calls. It allows a much higher volume of call record data to be processed 
and...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format2
Call Record File Format0
Introduction0This section describes the format of the CentreVu CMS call record files 
that are transferred by the External Call History Interface.
Data 
Characteristics
0
Integers are stored with the least significant byte first and the most 
significant byte last.
Data items of type char are ASCII character strings of the length 
specified in the Length column of the table in “Record Field Format” on...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format3
The SEQUENCE _NUMBER field identifies a particular call record file so 
that duplicates can be recognized when retransmission has occurred. 
These files are sequential. The SEQUENCE_NUMBER restarts at zero 
when its 4-byte integer reaches its limit (when all bits are high [ones] in its 
binary equivalent).
Call Record 
Header 
0
An example of the information contained in a call record header follows. 
Least significant bytes...

   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format4
ACWTIMEinteger 4 bytes The time spent, in seconds, in After Call Work (ACW) 
associated with this call by the answering agent in this 
segment.
ANSHOLDTIMEinteger 4 bytes The total time, in seconds, the call was put on hold by the 
answering agent in this call segment. In agent-to-agent 
calls, ANSHOLDTIME is accrued for the answering agent 
if the agent puts the call on hold, but not for the other 
agent (who continues to...