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Indice ANSLOCID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 ANSLOGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 ANSREASON . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 ANSRINGTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 ANSTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 ASA (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150 ASSIST (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 ASSIST_ACTV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 ASSISTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151 ATAGENT (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 AUDIO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 AUXINCALLS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 AUXINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 AUXOUTADJCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 AUXOUTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 AUXOUTOFFCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 AUXOUTOFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 AUXOUTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 AUXREASON (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 AVAILABLE (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 AVGAGSERV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 AVGSPEEDANS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 AWORKMODE (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 BACKUPCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157 BH_ABNCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 BH_ACDCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 BH_ACDTIME (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 BH_ALLINUSETIME (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 BH_BUSYCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 BH_DISCCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 BH_INCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 BH_INTIME (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161 BH_OABNCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 BH_OACDCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 BH_OOTHERCALLS 8 Elementi e calcoli del database CMS Avaya
(solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 BH_OTHERCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 BH_OUTCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 BH_OUTTIME (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 BH_STARTTIME (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 BH_VDNCALLS (solo giornaliero). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 BLOCKAGE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 BSRPLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 BUSYCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 BUSYTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 CALLER_HOLD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 CALLID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 CALLING_II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167 CALLING_LOGID (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 CALLING_PTY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 CALLSOFFERED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 CHANGE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 CHANGED (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 CHPROF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 COMPLETED. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 CONFERENCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 CONNECTCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 CONNECTTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 CONNTALKTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 CONSULTTIME. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 CWC (indice) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171 Da CWC1 a CWC5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 DA_ABNCALLS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 DA_ABNTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 DA_ACDCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 DA_ACDTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 DA_ACWINCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 DA_ACWINTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 DA_ACWOADJCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 DA_ACWO-CALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 DA_ACWOOFFCALLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 DA_ACWOOFFTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 DA_ACWOTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 DA_ACWTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 DA_ANSTIME . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 DA_INACW (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 DA_INQUEUE (tempo reale) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Indice Edizione 1.0 Novembre 2003 9
Page 1 and 2: 6LVWHPD GL JHVWLRQH GHOOH FKLDPDWH
Page 3 and 4: Prefazione Sistema di gestione dell
Page 5 and 6: Elementi del database in tempo real
Page 7: Organizzazione . . . . . . . . . .
Page 11 and 12: FAVAILABLE (tempo reale) . . . . .
Page 13 and 14: I_RINGTIME_R2 . . . . . . . . . . .
Page 15 and 16: ONAUXIN (tempo reale) . . . . . . .
Page 17 and 18: SERVLEVELT . . . . . . . . . . . .
Page 19 and 20: Da WORKSPLIT4 a WORKSPLIT20 (tempo
Page 21 and 22: Prefazione Panoramica Obiettivo Con
Page 23 and 24: Convenzioni usate In questo documen
Page 25 and 26: Documenti correlati Migrazione dat
Page 27 and 28: Documenti relativi all’hardware D
Page 29 and 30: Siti Web relativi alla documentazio
Page 31 and 32: Frase Abbreviazione/ Acronimo Timeo
Page 33 and 34: Nuove funzioni della release 12 Que
Page 35 and 36: Da SKPERCENT21 a SKPERCENT60 Modifi
Page 37 and 38: TARGETSECONDS Modifiche al database
Page 39 and 40: Calcoli per l’Ottimizzatore dei l
Page 41 and 42: ACWOUTTIME Tabelle gruppi/specialit
Page 43 and 44: Introduzione Panoramica Questo capi
Page 45 and 46: Nome Dati memorizzati Intervallo ps
Page 47 and 48: Tipi di elementi del database Tipi
Page 49 and 50: Informazioni sugli elementi del dat
Page 51 and 52: Elementi del database in tempo real
Page 53 and 54: Elementi del database per record ch
Page 55 and 56: Chiamata ACD Terminologia Chiamata
Page 57 and 58: Distribuzione uniforme delle chiama
Page 59 and 60:
Segmento di chiamata Terminologia I
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Riferimenti incrociati dei centrali
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Riferimenti incrociati per ogni cen
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Elementi del database per fasci di
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Riferimenti incrociati per il centr
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Caratteristiche e funzionalità del
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Business Advocate Caratteristiche e
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Esempio di tracciamento delle chiam
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Problemi audio Caratteristiche e fu
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Elementi del database per agenti Ca
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Stafftime riservato |__I_STAFFTIME
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Dizionario degli elementi del datab
Page 127 and 128:
Tabelle linee Dizionario degli elem
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ABNRINGCALLS ABNTIME Dizionario deg
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ACD (indice) Dizionario degli eleme
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Tabella eccezioni tracciamento chia
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Tabelle VDN Dizionario degli elemen
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Tabelle agenti Dizionario degli ele
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ACWINCALLS ACWINTIME Dizionario deg
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ACWOUTOFFTIME Dizionario degli elem
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ADJROUTED Dizionario degli elementi
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AGDURATION (tempo reale) Dizionario
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ANSLOCID ANSLOGIN Dizionario degli
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AUXINTIME Tabelle gruppi/specialit
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AVGSPEEDANS Dizionario degli elemen
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BH_OTHERCALLS (solo giornaliero) Di
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BSRPLAN Dizionario degli elementi d
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CALLER_HOLD CALLID CALLING_II Dizio
Page 167 and 168:
CHANGE CHANGED (tempo reale) CHPROF
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CONNECTTIME Dizionario degli elemen
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DA_ACDCALLS Dizionario degli elemen
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DA_INQUEUE (tempo reale) Dizionario
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DA_QUEUED Dizionario degli elementi
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DEQUETIME Dizionario degli elementi
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DISCTIME Tabelle vettori Dizionario
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DISPPRIORITY Valori per DISPOSITION
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DURATION (tempo reale) EQLOC Dizion
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EVENT_TIME EWTHIGH (tempo reale) Di
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EXTENSION EXTN EXTYPE Dizionario de
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EXTYPE nella tabella eccezioni agen
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Tabella eccezioni VDN Dizionario de
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FINACW (tempo reale) FINAUX (tempo
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Tabelle gruppi/specialità Dizionar
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GNONACDAUXOUT (tempo reale) Diziona
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GNDA_INACW (tempo reale) Dizionario
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GOTOCALLS GOTOTIME Dizionario degli
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I_ACDTIME_R2 Dizionario degli eleme
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I_ACWTIME_R1 Dizionario degli eleme
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I_AUXTIME_R1 Dizionario degli eleme
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I_OTHERSTBYTIME Dizionario degli el
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I_TAVAILTIME Dizionario degli eleme
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Da INAUX1 a INAUX9 (tempo reale) IN
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Tabelle fasci di linee Dizionario d
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Tabelle vettori Dizionario degli el
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INTIME Tabelle vettori Dizionario d
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LASTOBSERVER LEVEL (tempo reale) LO
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LOGIN Tabelle linee Dizionario degl
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LOGOUT Dizionario degli elementi de
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MAXWAITING Dizionario degli element
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NUMAGREQ NUMINUSE (tempo reale) Diz
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O_ACDTIME O_ACWTIME Tabelle fasci d
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OBSLOCID Dizionario degli elementi
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ORIGLOGIN Dizionario degli elementi
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Tabelle VDN OTHERTIME Dizionario de
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PENDINGSPLIT (tempo reale) Dizionar
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Tabelle vettori Dizionario degli el
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PRIORITY2 e PRIORITY3 (tempo reale)
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R1INACW (tempo reale) Dizionario de
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R1STAFFED (tempo reale) Dizionario
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R2ONACD (tempo reale) Dizionario de
Page 275 and 276:
REASON Dizionario degli elementi de
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Tabelle fasci di linee Dizionario d
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ROW_TIME Dizionario degli elementi
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SEGSTOP Dizionario degli elementi d
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Da SKILL1 a SKILL3 Dizionario degli
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SKLEVEL Dizionario degli elementi d
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STAFFED (tempo reale) Dizionario de
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SVCLEVELCHG Dizionario degli elemen
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TI_AUXTIME Tabella eccezioni gruppi
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TI_AVAILTIME Dizionario degli eleme
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Tabella eccezioni gruppi/specialit
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TKGRP Dizionario degli elementi del
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TOTHER (tempo reale) Dizionario deg
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TRUNKS TSTAFFED (tempo reale) Dizio
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VDN Tabelle VDN Dizionario degli el
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WMODE_SEQ WORKCODE WORKMODE (tempo
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Definizioni dei calcoli CMS Panoram
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Elementi del database per agenti El
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Elementi del database vari Elementi
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Identificazione del calcolo Calcolo
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Identificazione del calcolo % agent
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Indice alfabetico 1 Simboli % agent
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CONSULTTIME . . . . . . . . . . . .
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I_ACWOUTTIME . . . . . . . . . . .
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Calcoli . . . . . . . . . . . . . .
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WORKSKLEVEL (tempo reale) . . . . .
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