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

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format5
SEGSTARTinteger 4 bytes
The UNIX* time and date when the call segment started. 
(
UNIX time and date is the number of seconds since 
midnight, 01/01/70.) Call segments start when CMS 
receives the first message for the call, since each call 
segment represents a call. (When an agent transfers or 
conferences a call, the agent makes another call to bring 
about the transfer/conference.)
SEGSTOPinteger 4 bytes
The UNIX time and date when the call segment ended. 
(
UNIX time and date is the number of seconds since 
midnight, 01/01/70.) A call segment ends when all trunks 
and agents associated with the call segment have 
dropped off the call. This means that after call work time 
for the agent(s) is included when calculating the call 
segment stop time.
TALKTIMEinteger 4 bytes The Total talk time for the answering agent in this 
segment.
NETINTIMEinteger 4 bytes The time the call spent in a VDN processing at another 
switch located elsewhere in the network.
ORIGHOLDTIMEinteger 4 bytes The total time the call was put on hold by the originating 
agent.
DISPIVECTORinteger 2 bytes The number of the first vector associated with the 
disposition VDN (DISPVDN).
DISPSPLITinteger 2 bytes The number of the split/skill associated with the call at its 
disposition in this call segment. Calls that were not queued 
to a split or skill at the time of disposition will have 
DISPSPLIT set to null. Calls that were queued to an 
unmeasured split/skill at the time of disposition will have 
DISPSPLIT set to zero.
FIRSTVECTORinteger 2 bytes The number of the first vector associated with the first 
VDN for the call segment. This will be blank if no vector is 
involved.
SPLIT1integer 2 bytes The first split/skill the call queued to in the first VDN with 
which it was associated in the call segment. Field
(CMS Database 
Equivalent)Type Length Description 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format6
SPLIT2integer 2 bytes The second split/skill the call was also queued to in the 
first VDN with which it was associated in the call segment. 
Applies to Generic 2.2 with Expert Agent Selection (EAS), 
the ECS, and Generic 3 switches with vectoring only.
SPLIT3integer 2 bytes The third split/skill the call was also queued to in the first 
VDN with which it was associated in the call segment. 
Applies to Generic 2.2 with EAS, the ECS, and Generic 3 
switches with vectoring only.
TKGRPinteger 2 bytes The trunk group number for which data was collected (or 
for which an exception occurred). This will be null if the 
trunk group carrying the call is not measured.
EQ_LOCIDinteger 2 bytes The location ID of the trunk. This ID number is not 
assigned directly to a trunk, but rather the DEFINITY port 
network. Therefore, each trunk on the network will have 
the same location ID number. Valid values are ID numbers 
from 0 - 44.
ORIG_LOCIDinteger 2 bytes The location ID of the calling agent. This ID number is not 
assigned to an agent, but rather to the agent terminal and 
is associated with the DEFINITY port network ID. An agent 
may only be associated with a location ID upon login to the 
ACD. Valid values are ID numbers from 0 - 44.
ANS_LOCIDinteger 2 bytes The location ID of the answering agent. This ID number is 
not assigned to an agent, but rather to the agent terminal 
and is associated with the DEFINITY port network ID. An 
agent may only be associated with a location ID upon 
login to the ACD. Valid values are ID numbers from 0 - 44.
OBS_LOCIDinteger 2 bytes The location ID of the observing agent. This ID number is 
not assigned to an agent, but rather to the agent terminal 
and is associated with the DEFINITY port network ID. An 
agent may only be associated with a location ID upon 
login to the ACD. Valid values are ID numbers from 0 - 44.
ASSISTbit 1 bit This field indicates whether or not the answering agent in 
this segment requested supervisor assistance on this call. 
Valid values for ASSIST are 0=NO, 1=YES.
AUDIObit 1 bit This field indicates whether or not an agent in this 
segment reported an audio difficulty problem. Values for 
AUDIO are 0=NO, 1=YES. Field
(CMS Database 
Equivalent)Type Length Description 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format7
CONFERENCEbit 1 bit This field indicates whether or not the answering agent 
initiated a conference on this segment. Valid values for 
CONFERENCE are 0=NO, 1=YES. 
Available on the ECS, Generic 2.2 and Generic 3 
switches.
DA_QUEUEDbit 1 bit This field indicates whether or not the call was queued as 
a direct agent call Valid values for DA_QUEUED are 
0=NO, 1=YES. Applies to the ECS and Generic 3 switches 
only.
HOLDABNbit 1 bit This field indicates whether or not this call abandoned 
from hold in this call segment. Valid values for HOLDABN 
are 0=NO, 1=YES.
With the ECS, Generic 2.2, and Generic 3 switches, this 
applies to all calls the agent put on hold.
MALICIOUSbit 1 bit This field indicates whether or not a malicious call trace 
was activated for this call segment. Valid values for 
MALICIOUS are 0=NO, 1=YES.
Applies to the ECS, Generic 2, and Generic 3 (except 
Generic 3i Version 1) switches.
OBSERVINGCALLbit 1 bit This field indicates whether this call represents an agent 
observing or bridging on to an existing call. Valid values 
for OBSERVINGCALL are 0=NO, 1=YES.
TRANSFERREDbit 1 bit This field indicates whether or not an answering agent 
initiated a transfer for this call segment. Valid values are 
0=NO, 1=YES.
For the ECS, Generic 2.2, and Generic 3 switches, 
TRANSFERRED includes all calls that are transferred.
AGT_RELEASEDbit 1 bit The agent released or dropped the split/skill or direct 
agent ACD call. This is always true for ACD calls the agent 
transferred or conferenced. (0=NO, 1=YES). Available on 
Generic 3 and newer switches.
ACDinteger 1 byte The ACD number for which data was collected. Field
(CMS Database 
Equivalent)Type Length Description 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format8
DISPOSITIONinteger 1 byte This field represents the call disposition and indicates 
whether the call in the segment was:
1=connected (CONN, non-ACD call to a measured agent)
2=answered (ANS, split/skill or direct agent call answered 
by an agent)
3=abandoned (ABAN)
4=interflowed (IFLOW)
5=forced busy (FBUSY)
6=forced disconnect (FDISC)
7=other (OTHER)
A connected call is a non-ACD call to a measured agent 
for which CMS receives an indication that the call was 
connected.An answered call is any split/skill or direct 
agent ACD call for which CMS receives an indication that 
the call was answered by an agent and was not a 
phantom abandon. 
An abandoned call is any ACD call in which a caller hangs 
up before receiving an answer from an agent and for 
which CMS receives notification that the caller 
abandoned. Phantom abandons (PHANTOMABNS) are 
included as abandoned calls. Interflowed calls are calls 
that are interflowed to an off-switch destination.
Forced busy calls are calls that CMS records as 
BUSYCALLS for the trunk group that carried them. 
These calls can be VDN calls that received a forced busy 
from the vector command or, on the ECS and G3 
switches, a split/skill call for a nonvector-controlled split 
that received a busy indication from the switch because 
the split queue was full. For Generic 2.2, Generic 3 
Version 2 and newer Generic 3 switches, and the 
DEFINITY ECS, forced disconnect calls are VDN calls that 
are disconnected by the switch due to the execution of a 
disconnect vector command. Field
(CMS Database 
Equivalent)Type Length Description 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format9
DISPOSITION 
(contd)integer 1 byte For the ECS, and Generic 3 Version 2 and later Generic 3 
switches, forced disconnect calls also include calls 
disconnected because of the vector disconnect timer or 
because they reached the end of vector processing 
without being queued. For Generic 3 Version 1 switches, 
forced disconnect calls are calls that were given a forced 
disconnect announcement and listening to the entire 
announcement, then were disconnected by the switch. 
Other calls include any other calls that do not fall into 
categories such as answered or abandoned. See 
definitions for individual tables for OTHERCALLS.
DISPPRIORITYinteger 1 byte The priority the call had at its disposition in this segment. 
Priorities can be 1=NO or 2=YES (without vectoring), or 
3=LOW, 4=MED, 5=HIGH, or 6=TOP (with vectoring). If 
the call never gets queued to a split/skill, the priority will 
not be set. For the ECS, and Generic 3 switches with 
vectoring, calls directed to split/skills using “route to” or 
“messaging split/skill” commands and calls directly routed 
to splits/skills without going through a vector will have 
MED (no priority) or HIGH (priority) priority, depending on 
the class of restriction of the originator of the call (agent, 
extension, trunk group, or VDN).
HELDinteger 1 byte The total number of times this call was placed on hold by 
the answering agent in this call segment. With agent-to-
agent calls, this count is incremented for the agent who 
puts the call on hold, but not for the calling agent. (For the 
ECS, Generic 2.2, and Generic 3 switches, this applies to 
all calls the agent put on hold.)
SEGMENTinteger 1 byte The number identifying the call segment. Segment 
numbers are from 1 up to the number of segments in the 
call.
ANSREASONinteger 1 byte The reason code (0 through 9) associated with the 
answering agent’s mode, if the agent is in the AUX mode. 
For agents in AUX on switches with releases prior to the 
ECS or switches that do not have EAS and reason codes 
active, ANSREASON is always 0. Field
(CMS Database 
Equivalent)Type Length Description 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format10
ORIGREASONinteger 1 byte The reason code (0 through 9) associated with the 
originating agent’s mode, if the agent is in the AUX mode. 
For agents in AUX on switches with releases prior to the 
ECS or switches that do not have EAS and reason codes 
active, ORIGREASON is always 0.
DISPSKLEVELinteger 1 byte The skill level (1 through 16) associated with the skill for 
which the agent answered the call or, for calls that 
abandoned from ringing or from a direct agent queue, with 
the agent from whom the call abandoned.
EVENT1-9integer 1 byte 
eachThe number of times each event (stroke count) button 
(buttons 1 to 9) was entered for this call segment. 
Available with the ECS, Generic 2, and Generic 3 
switches.
UCIDchar 21 
bytesThe UCID is the Universal Call Identifier—a unique 
number assigned to this call segment within the customer 
network. 
DISPVDNchar 6 bytes The number of the VDN associated with the call at its 
disposition for this call segment. DISPVDN will be blank 
for calls that are not associated with a VDN at their 
disposition.
EQLOCchar 10 
bytesThe physical equipment location (trunk number) for which 
data was collected or for which the exception occurred. 
This will be blank if the trunk is not measured. The value 
for this field is eight characters followed by two null 
characters.
FIRSTVDNchar 6 bytes The number of the first VDN associated with the call 
segment. This will be blank for calls not associated with a 
VDN.
ORIGLOGINchar 10 
bytesThe login ID of the agent originating the call. This is used 
for calls an agent originates to another agent, to an on-
switch extension, or to an external destination.
ANSLOGINchar 10 
bytesThe login ID of the agent who answered the call in this 
segment. This field is blank for unmeasured extensions 
when EAS is not active.
LASTOBSERVERchar 10 
bytesThe login ID of the last agent who service-observed or 
bridged on to this call. Field
(CMS Database 
Equivalent)Type Length Description 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format11
DIALED_NUMchar 25 
bytesThe number the caller dialed (up to 24 digits). This will be 
the VDN for inbound vectoring calls, blank for inbound 
calls without vectoring, and dialed digits for outbound 
calls. 
CALLING_PTYchar 13 
bytesThe calling party identification, which is the Automatic 
Number Identification (ANI)/Station Identification (SID) (for 
Generic 2.2 or Generic 3 Version 4 switches or the ECS 
with Integrated Services Digital Network (ISDN) ANI 
delivery), extension or trunk equipment location identifying 
the originator of the call. This field is blank if the trunk is 
not measured or, for internal calls, if the originating 
extension is not measured. (Up to 12 digits in this field.)
LASTDIGITSchar 17 
bytesThe last set of collected digits sent to the CMS by the 
switch for this call. These are digits the switch sends to 
CMS when it executes a “collect” vector command. The 
digits may be digits the caller was prompted to enter, 
either through the prompting feature on the switch or 
through network-prompted digits [caller-entered digits 
(CED)], customer database-provided digits (CDPD from 
the network), or digits collected through a “converse” 
vector command. Available on ECS switches.
LASTCWCchar 17 
bytesThe last call work code (up to 16 digits) entered by the 
answering agent in this segment. This database item 
applies to Generic 2.2 and Generic 3 switches and the 
ECS only.
CALLING_IIchar 3 bytes The Information Indicator (II) digits associated with the 
call. These digits are a two-digit string provided by ISDN 
Primary Rate Interface (PRI) to indicate the type of 
originating line of the caller. These digits supply 
information about the originator location; for example, pay 
phone, hospital, or prison. The column is blank if the call 
does not contain II digits. Available on ECS and newer 
switches.
*UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open 
Company Limited.
Field
(CMS Database 
Equivalent)Type Length Description 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format12
Sample Call 
Scenario and 
Corresponding 
Call Records
0
Scenario: An inbound vectored call is answered by an ACD agent and is 
then transferred to a VDN. Since the call is transferred, two call records 
are generated (one call record is generated for every 
call segment). The 
first call segment is shown below. The table in this section explains the 
call record for the first segment.
First Call Segment 
and Call Record
0
1. A call comes into ACD 1 on TG 32 (carried on the trunk located at 
0101A0102) to VDN 43211 which points to Vector 33 at 07:37:10 on 
04/16/94. 
2.The call queues to Split 1 at medium priority via a “queue to” 
command, and then queues to backup Split 2 at low priority via a 
“backup” command.
3. The call waits 10 seconds, then rings for 5 seconds, and then is 
answered by agent 5018 in Split 1.
4. The caller and agent talk for 44 seconds. The agent transfers the 
call to VDN 43712 which points to Vector 37. (The call is held for 4 
seconds while transferring.)
5. The agent has 42 seconds of after call work during which the agent 
enters call work code 12345.
The first column in the following table shows whether the field is part 
of the header or a record field. See “Record Field Format” on page 3 
of this document for the field type (integer, smallint or character), 
field length and field description. The Call Report Entry column 
shows data that would appear on a standard 
CentreVu CMS call 
report for this call segment. The shaded Call Record Entry column 
shows the binary equivalent of the Call Report Entry
 data. This 
binary data appears in an actual call record file 
in the order shown in 
the following table. Spaces are shown between bytes for clarity in 
the Call Record Entry column.  
NOTE: 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format13
FieldCall Report
EntryCall Record Entry
File 
HeaderVERSION5
00000101 00000000 00000000 00000000
. SEQUENCE_NUM1
00000001 00000000 00000000 00000000
Record 
FieldsCALLID212
11010100 00000000 00000000 00000000
.ACWTIME00:42
00101010 00000000 00000000 00000000
. ANSHOLDTIME00:04
00000100 00000000 00000000 00000000
. CONSULTTIME00:00
00000000 00000000 00000000 00000000
. DISPTIME00:15
00001111 00000000 00000000 00000000
. DURATION04:25
00001001 00000001 00000000 00000000
. SEGSTART07:37:10
04/16/94
10110110 10111110 01010110 00100110
.SEGSTOP07:42:35
04/16/94
10110110 10111110 01011010 11101011
. TALKTIME00:44
00101100 00000000 00000000 00000000
.NETINTIME98
01100010 00000000 00000000 00000000
. ORIGHOLDTIME55
00110111 00000000 00000000 00000000
. DISPIVECTOR33
00100001 00000000
. DISPSPLIT1
00000001 00000000
.FIRSTIVECTOR33
00100001 00000000
.SPLIT11
00000001 00000000
.SPLIT2200000010 00000000
.SPLIT3000000000 00000000
. TKGRP32
00100000 00000000
.EQ_LOCID33
00100001 00000000
. ORIG_LOCID13
00001101 00000000
.ANS_LOCID23
00010111 00000000
.OBS_LOCID42
00101010 00000000
.
ASSISTN0 
						

							   CentreVu® CMS R3V8 External Call History Interface
Call Record File Format14
.AUDION0
.
CONFERENCEN0
.
DA_QUEUEDN0
.
HOLDABNN0
.
MALICIOUSN0
.
OBSERVINGCALLN0
.
TRANSFERREDY1
.
AGT_RELEASEDY1
. ACD1
00000001
. DISPOSITIONAns
00000010
. DISPPRIORITY4 (MED)
00000100
.HELD1
00000001
. SEGMENT1
00000001
. ANSREASON0
00000000
. ORIGREASON0
00000000
. DISPSKLEVEL0
00000000
. EVENT1-9000000000 00000000 00000000 00000000 
00000000 00000000 00000000 00000000 
00000000
. UCID00063000890
885813486
00000000 00000000 00000000 00000110 
00000011 00000000 00000000 00000000 
00001000 00001001 00000000 00001000 
00001000 00000101 00001000 00000001 
00000011 00000100 00001000 00000110 
00000000
.DISPVDN43211
00110100 00110011 00110010 00110001 
00110001 00000000
. EQLOC0101A01
00110000 00110001 00110000 00110001 
01000001 00110000 00110001 00110000 
00000000 00000000  FieldCall Report
EntryCall Record Entry