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All the tables described in this document are in the above two databases.
Note | SQL is case-insensitive and the queries written against the database can be in any case. However, you might have to change the case for the column names depending on the third-party tool that you use for querying the database. Refer to the documentation for these third-party tools for more information. |
The following sections include these topics:
This section provides an overview of some basic database concepts.
A database contains one or more tables of data. Each table in a database defines a set of columns, which are called fields. Within each table, the database stores data in rows, which are called records. Each record (row) contains one value for each field (column) of the table.
Database tables and the number and names of their fields are constant. The number of records in a table and the data that those records contain will vary according your system.
Related tables in a database share one or more common fields. For example, both the Skill and the SkillGroup tables include the skillID field. Each record in the Skill table is related to each record in the SkillGroup table that shares the same skillID value.
Relationships between tables can be one-to-one or one-to-many. For example, because one skill can be associated with many skill groups, the relationship between the Skill and SkillGroup tables is one-to-many. On the other hand, each call or call leg has its own set of data about the agent who handled the call and other information. Therefore, the relationship between the AgentConnectionDetail and ContactCallDetail table is one-to-one.
Each database table description in this manual is followed by a Related Tables section. These sections show the fields by which a table is related to other tables. If the fields have different names in each table, these sections show the mapping.
Each description provides the following information:
Database Table Name—Name of the Unified CCX database table.
Field Name—Name of a field as it appears in the database table.
Description—Description of the field, including valid values where appropriate.
Storage—Information about the data in each field as follows:
Note | For storage characteristics and limitations of the data types used for the fields in the databases refer to "IBM Informix SQL Reference Guide". The date and time in the database fields are stored in Coordinated Universal Time (UTC). |
Note | If the NULL value is valid, the database will record a value of -1 for a numeric field and an empty string for other fields. |
“Primary Key” if the field is a primary key, or part of a primary key, in the database table.
AgentConnectionDetail, contains records written for calls that are connected to an agent.
AgentStateDetail, contains records written when an agent changes state.
AreaCode, contains the area code and time zone information used for outbound calls.
Campaign, contains records with campaign configuration information.
CampaignCSQMap, provides a relationship between campaigns, and Contact Service Queues (CSQs).
CampaignSupervisorMap, provides a relationship between campaign and the supervisor associated with it.
CampaignData, contains records with the campaign data information.
ChatProblemStatement, contains the associated problem statements and tag ids for each chat widget.
ChatTriggerPoint, contains the chat CSQ tag information.
ChatUserForm, contains the user form fields included in each chat widget along with the order of the fields in the widget.
ChatWidget, contains the chat widget information.
ContactCallDetail, contains records written for every incoming, outgoing, or internal call.
ContactQueueDetail, contains records written for calls that are queued for CSQs; one record for each CSQ is queued.
ContactRoutingDetail, contains records written for calls that are queued for CSQs; one record for each call.
ContactServiceQueue, contains records written for CSQs configured on the Unified CCX Administration user interface.
CrsApplication, contains records about applications that are uniquely identified by application name.
CrsGroup, contains records about groups that are identified by a combination of group class name and group ID.
CrsTrigger, contains records about triggers that are uniquely identified by trigger name.
DialingList, contains records with outbound contacts that need to be dialed for a particular campaign.
MonitoredResourceDetail, contains records written for agents who are monitored by a supervisor.
ProfileIDMapping, contains records written for profiles defined on the Unified CCX Administration user interface.
PurgeHistory, contains records written for tracking of the history of purge information for both Manual and Scheduled purge.
RemoteMonitoringDetail, contains records written for remote monitoring calls made by a supervisor.
ReportingUser, contains records written for each reporting user added in this table.
Resource, contains records written for resources (agents) that are configured on the Cisco Unified Communications Manager (Unified CM) Administration user interface.
ResourceGroup, contains records written for resource groups configured on the Unified CCX Administration user interface.
ResourceSkillMapping, is a relationship table between resources and skills.
RmonCSQConfig, contains records written for CSQs configured for a supervisor’s remote monitoring allowed list on the Unified CCX Administration user interface.
RmonResConfig, contains records written for resources configured for a supervisor’s remote monitoring allowed list on the Unified CCX Administration user interface.
RmonUser, contains records written for remote monitoring supervisors configured on the Unified CCX Administration user interface.
RtCSQsSummary, contains real-time statistics for configured CSQs.
RtICDStatistics, contains Unified CCX summary statistics.
Skill, contains records written for skills configured on the Unified CCX Administration user interface.
SkillGroup, is a relationship table between skills and CSQs.
Supervisor, contains records written for supervisors configured on the Unified CCX Administration user interface.
Team, contains records written for teams configured on the Unified CCX Administration user interface.
TeamCSQMapping, is a relationship table between teams and CSQs.
TextAgentConnectionDetail, contains information relating to the agent who handled the contact or leg.
TextAgentStateDetail, contains information about the chat agent and about the event that caused the chat agent state change.
TextContactDetail, contains detailed information about the contact or leg.
TextContactQueueDetail, is a relationship table between teams and CSQs.
TextCustomerDetails, contains customer related information corresponding to the chat contact.
WorkflowTask, contains records written for workflow tasks that are executed.
EEMActiveEmail, contains one row for each email message being processed by an agent.
EEMContactEmailDetail, contains one row for each email message currently in the system.
EEMEmailAgentStateDetail, contains one row for each Email state change for an agent.
EEMEmailStatusDescription, contains descriptive text (in English only) for each possible email status.
EEMQueueAgentDetail, associates an agent and an email message, contains one record for each email message an agent is working on.
EEMReasonCodeDescription, contains descriptive text (in English only) for each possible reason code.
EEMStateDescription, contains descriptive text (in English only) for each email state.
EEMTablesVersion, contains a single row indicating the version of the EEM database tables. This is used when upgrading from a previous version.
Database table name: AgentConnectionDetail
The Unified CCX system creates a new record in the AgentConnectionDetail table when an agent disconnects a call or a leg by hanging up or by transferring the call. (A new call leg starts each time that a call is transferred, except when a call is transferred from a Cisco Computer Telephony Interface [CTI] port to an agent.)
An AgentConnectionDetail record contains information relating to the agent who handled the call or call leg.
Field Name |
Description |
Storage |
---|---|---|
sessionID |
Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. |
decimal(18, 0) NOT NULL Primary Key |
sessionSeqNum |
Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. |
smallint NOT NULL Primary Key |
nodeID |
Unique identifier assigned to each Unified CCX server in the cluster. |
smallint NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
resourceID |
Identifier of the agent who handled the call. |
int NOT NULL Primary Key |
startDateTime |
Date and time that the call or the leg started ringing at the device of an agent. |
datetime year to fraction (3) NOT NULL Primary Key |
endDateTime |
Date and time that the call or the leg was transferred or disconnected. |
datetime year to fraction (3) NOT NULL |
qIndex |
A new qIndex is created whenever a Unified CCX call is conferenced to a Unified CCX route point. |
smallint NOT NULL Primary Key |
gmtOffset |
Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. |
smallint NOT NULL |
ringTime |
Amount of time, in seconds, between the time the call or the leg first rang at the extension of an agent and one of the following events: |
smallint NULL |
talkTime |
Amount of time, in seconds, that passed from the time an agent answered the call or the leg to the time the call or the leg was disconnected or transferred, not including hold time. |
smallint NULL |
holdTime |
Amount of time, in seconds, that the call or the leg spent on hold. |
smallint NULL |
workTime |
Amount of time, in seconds, that an agent spent in Work State after the call or the leg. |
smallint NULL |
callWrapupData |
After-call information that the agent enters through the Agent Desktop user interface while the agent is in the work state. |
varchar(40) NULL |
callResult |
Outcome of the outbound dialer call. 1 = Voice (Customer answered and was connected to agent) 2 = Fax/Modem (Fax machine detected) 3 = Answering Machine (answering machine detected) 4 = Invalid (Number reported as invalid by the network) 5 = Do Not Call (customer does not want to be called again) 6 = Wrong Number (number successfully contacted but wrong number) 7 = Customer Not Home (number successfully contacted but reached the wrong person) 8 = Callback (customer requested regular callback) 9 = Agent Rejected (Agent has skipped or rejected a preview call) 10 = Agent Closed (Agent has skipped or rejected a preview call with the close option) 11 = Busy (busy signal detected) 12 = RNA (the agent lets the call go ring-no-answer) 20 = OB_XFER is default (the agent transfers or conferences the outbound call to another agent. |
smallint NULL |
dialinglistid |
Unique identifier of a contact that is dialed for an outbound campaign. Links with DialingList.dialingListID |
int NULL |
rna |
Specifies if the call or the leg hasn’t been answered by an agent within the configured ring time. This equates to ’t’ if the call hasn’t been answered. |
Boolean |
Related Tables
ContactCallDetail (via sessionID, sessionSeqNum, nodeID, and profileID)
ContactRoutingDetail (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
ContactQueueDetail (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
DialingList (via dialingListID)
MonitoredResourceDetail (sessionSeqNum maps to monitoredSessionSeqNum, via profileID, and nodeID)
ProfileIDMapping (via profileID)
PurgeHistory (sessionID maps to monitoredSessionID, via profileID, and nodeID)
Resource (via resourceID and profileID)
Database table name: AgentStateDetail
The Unified CCX system creates a new record in the AgentStateDetail table each time the state of an agent changes. An AgentStateDetail record contains information about the agent and about the event that caused the agent state change.
Field Name |
Description |
Storage |
---|---|---|
agentID |
Identifier of the agent whose state has changed. |
int NOT NULL Primary Key |
eventDateTime |
Date and time that the agent state changed. |
datetime year to fraction (3) NOT NULL Primary Key |
gmtOffset |
Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. |
smallint NOT NULL |
eventType |
Event that triggered the agent state change: 1—Log In 2—Not Ready 3—Ready 4—Reserved 5—Talking 6—Work 7—Log Out |
smallint NOT NULL Primary Key |
reasonCode |
Code, as set up in the Cisco Desktop Administrator, for the reason that the agent changed to Not Ready State or to Log Out State. Null if a reason code is not configured. |
smallint NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
ProfileIDMapping (via profileID)
Resource (agentID maps to resourceID and via profileID)
Database table name: AgentStateDetailSnapshot
The Unified CCX system stores the records of agent's state changes for one day in the AgentStateDetailSnapshot table. All previous day records will be purged as part of scheduled purge at mid-night.
Field Name |
Description |
Storage |
---|---|---|
agentID |
Identifier of the agent whose state has changed. |
int NOT NULL Primary Key |
eventDateTime |
Date and time that the agent state changed. |
BIG INT NOT NULL Primary Key |
eventType |
Event that triggered the agent state change: 1—Log In 2—Not Ready 3—Ready 4—Reserved 5—Talking 6—Work 7—Log Out |
smallint NOT NULL Primary Key |
reasonCode |
Code, as set up in the Cisco Desktop Administrator, for the reason that the agent changed to Not Ready State or to Log Out State. Null if a reason code is not configured. |
smallint NOT NULL Primary Key |
wrapupData |
After-call information that the agent enters through the Agent Desktop user interface while the agent is in the work state. |
varchar(40) NULL |
Related Tables
Resource (agentID maps to resourceID and via profileID)
Database table name: AgentCallDetailSnapshot
The Unified CCX system stores the records of agent's call details for one day in the AgentCallDetailSnapshot table. All previous day records will be purged as part of scheduled purge at mid-night.
Field Name |
Description |
Storage |
---|---|---|
contactid |
Alphanumeric identifier for the contact. |
int NOT NULL Primary Key |
sessionseqnum |
Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. |
smallint NOT NULL Primary Key |
agentID |
Identifier of the agent whose ACD call details are stored. |
int NOT NULL Primary Key |
calltype |
Identifier of the call type of all the incoming and outgoing calls to or from the agent's ACD line extension. |
int NOT NULL |
startdatetime |
Start date and time of the agent call details that are to be stored. |
BIG INT NOT NULL Primary Key |
phonenumber |
Identifier of the phone number of the calls that were handled by the agent. |
varchar(30) NOT NULL |
disposition |
Identifier of the contact disposition. |
int NULL |
wrapupdata |
After-call information that the agent enters through the Agent Desktop user interface while the agent is in the work state. |
nvarchar(40) NULL |
csqname |
Identifier of the CSQ name that the agent was assigned to. |
nvarchar(50) NULL |
enddatetime |
End date and time of the agent call details that are to be stored. |
BIG INT NOT NULL |
Database table name: AreaCode
The AreaCode table contains a mapping of area codes and their time zones. This table is used as a reference for populating the gmtPhone and dstPhone columns of the DialingList table. This table is pre-populated by the Unified CCX system with the data for North America during the installation process, using a SQL script that the installer invokes. If the Unified CCX is installed in a different location, administrators can enter the area code and time zone information for that region using Unified CCX Administration, and the data is stored in this table.
Field Name |
Description |
Storage |
---|---|---|
profileid |
Identifier of the profile. |
int NOT NULL Primary Key |
createdatetime |
Default -CURRENT_TIMESTAMP |
datetime year to second NOT NULL |
recordid |
Unique identifier for the record |
int NOT NULL Primary Key |
areacode |
The area code of the call. |
nvarchar(10) NOT NULL Primary Key |
regioncode |
Uses the same data as that of gmtzone. |
nvarchar(10) NULL |
daylightsavingsenabled |
|
char(1) NOT NULL |
gmtzone |
Stores identifiers that internally maps to the GMT offset corresponding to the area code. |
int NULL |
privatedata |
Any fields which are to be used internally only. |
BLOB NULL |
active |
Whether the record is active in the system. A record becomes inactive if the team is deleted from the system. f = Inactive t = Active |
boolean NOT NULL |
dateinactive |
Date this record was deleted. |
datetime year to second NULL |
DialingList (via gmtZonePhone01, gmtZonePhone02, and gmtZonePhone03)
ProfileIDMapping (via profileID)
Database table name: Campaign
The campaign configuration information is stored in this table. A campaign is associated with one or more CSQs. This mapping of Campaigns and CSQs is stored separately in CampaignCSQMap table.
Field Name |
Description |
Storage |
||
---|---|---|---|---|
recordid |
A unique identifier for the record. |
int NOT NULL Primary Key |
||
campaignid |
A unique identifier for the campaign. |
int NOT NULL Primary Key |
||
profileid |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
||
createdatetime |
Default -CURRENT_TIMESTAMP |
datetime year to second NOT NULL |
||
campaignname |
Name of the campaign. Must be unique. |
nvarchar(10) NULL |
||
enabled |
smallint NOT NULL |
|||
description |
A description of the campaign. |
varchar(50) NULL |
||
starttime |
When the campaign starts (based on server time). This is stored in minutes. |
int NOT NULL |
||
endtime |
When the campaign ends (based on server time). This is stored in minutes. |
int NOT NULL |
||
cachesize |
Number of contacts to be retrieved in a batch for dialing for this campaign. |
int NOT NULL |
||
maxattempts |
Maximum number of attempts made to dial a contact for this campaign. |
int NOT NULL |
||
ansmachineretry |
0 = Dialer should try dialing a contact again if it reached an answering machine 1 = Dialer should not try dialing a contact again if it reached an answering machine |
smallint NOT NULL |
||
callbacktimelimit |
The amount of time in minutes before and after the scheduled callback time, during which the Dialer attempts a callback. |
int NULL |
||
missedcallbackaction |
Indicates what the Dialer should do if a callback could not be placed at the scheduled time: 0 = reschedule callback to same time the next business day 1 = make an ordinary retry 2 = close record |
int NULL |
||
privatedata |
Any fields which are used internally only can be stored in this column in a blob. |
BLOB NULL |
||
active |
Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system. f = Inactive t = Active |
boolean NOT NULL |
||
dateinactive |
Date this record was deleted. |
datetime year to second NULL |
||
dialertype |
The type of the dialer used for the campaign. The dialer can be any one of the following three types - Predictive, Progressive or Preview Outbound. 0 - Direct Preview Dialer 1 - IVR based Predictive Dialer 2 - IVR based Progressive Dialer Default value = 0 |
smallint NOT NULL |
||
campaignType |
The campaign type can be IVR-based or ICD-based. 0 - IVR based campaign 1 - Agent based campaign Default value = 1 |
smallint NOT NULL |
||
campaignCallingNum |
The campaign calling number that is displayed to the contact. This number is used by the outbound IVR dialer.
|
BLOB NULL |
||
applicationTrigger |
This is the JTAPI trigger associated with this campaign.
|
BLOB NULL |
||
applicationName |
The name of the application associated with the above-mentioned JTAPI trigger.
|
BLOB NULL |
CampaignCSQMap (via campaignID)
ContactCallDetail (via campaignID and profileID)
DialingList (via campaignID)
ProfileIDMapping (via profileID)
Database table name: CampaignCSQMap
The CampaignCSQMap table shows the relationship between campaigns and contact service queues (CSQs). A new record is created in the CampaignCSQMap table when a campaign is associated with a CSQ in Unified CCX Administration.
Field Name |
Description |
Storage |
---|---|---|
recordid |
A unique identifier for the record |
int NOT NULL Primary Key |
campaignid |
A unique identifier for the campaign, from the Campaign table. |
int NOT NULL Primary Key |
csqid |
A unique identifier for the CSQ, from the ContactServiceQueue table. |
int NOT NULL Primary Key |
active |
Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system. f = Inactive t = Active |
smallint NULL |
createdatetime |
Default, CURRENT_TIME_STAMP |
datetime year to second NULL |
dateinactive |
Date this record was deleted. |
datetime year to second NULL |
Campaign (via campaignID)
ContactServiceQueue (csqID maps to contactServiceQueueID)
Database table name: CampaignSupervisorMap
The CampaignSupervisorMap table shows the relationship between campaign and supervisor associated with that campaign. A new record is created in the CampaignSupervisorMap table when a campaign is associated with a supervisor in Unified CCX Administration.
Field Name |
Description |
Storage |
---|---|---|
recordid |
A unique identifier for the record |
int NOT NULL Primary Key |
campaignid |
A unique identifier for the campaign, from the Campaign table. |
int NOT NULL Primary Key |
supervisorid |
A unique identifier for the supervisor, based on the supervisor’s resourceloginid. |
nvarchar(50,0) NOT NULL Primary Key |
active |
Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system. f = Inactive t = Active |
boolean NOT NULL |
createdatetime |
Default, CURRENT_TIME_STAMP |
datetime year to second NOT NULL |
dateinactive |
Date this record was deleted. |
datetime year to second NULL |
Campaign (via campaignID)
Supervisor (via supervisorID maps to resourceloginID)
Database table name: CampaignData
If you have configured a campaign as an outbound IVR campaign and have chosen Predictive dialer type, the number of lines per port along with the other parameters are stored in the CampaignData table every half hour.
Field Name |
Description |
Storage |
---|---|---|
recordId |
A unique identifier for the record |
int NOT NULL Primary Key |
campaignId |
The campaign for which the data is recorded |
int NOT NULL Primary Key |
startDate |
Start date and time of the interval |
datetime year to fraction NOT NULL |
endDate |
End date and time of the interval |
datetime year to fraction NOT NULL |
attemptedCalls |
The number of attempted calls in the interval |
int NOT NULL |
abandonedCalls |
The number of abandoned calls in the interval |
int NOT NULL |
voiceCalls |
The number of voice calls in the interval |
int NOT NULL |
linesPerPort |
Lines Per Port value computed depending on the abandoned calls/voice calls |
decimal(8, 3) NOT NULL |
active |
Indicates whether the data stored is for an active campaign or not. f = Inactive t = Active |
boolean NOT NULL |
dateinactive |
The date on which this campaign was deleted |
datetime year to fraction |
Campaign (via campaignID)
Database table name: ChannelProvider
This table contains the channel provider configurations, including the type of channel, and server details with fully qualified domain name (FQDN), protocol, and port. Channel providers enable the use of non-interactive media channels such as email with Unified CCX.
Field Name |
Description |
Storage |
---|---|---|
Id |
Unique identifier of the channel provider. Server ID is the foreign key that associates this table with the ContactServiceQueue table. |
int NOT NULL Primary Key |
channelType |
Type of contact channel. |
varchar (20, 0) NOT NULL |
sendserverfqdn |
FQDN of the channel provider for sending the channel type. |
Varchar(255, 0) NOT NULL |
sendprotocol |
Sending protocol that is used to communicate with the channel provider. |
Varchar(20, 0) NOT NULL |
sendserverport |
16-bit port number that is used to communicate with the channel provider for sending the channel type. |
int NOT NULL |
receiveserverfqdn |
FQDN of the channel provider for receiving the channel type. |
Varchar(255, 0) NOT NULL |
receiveprotocol |
Receiving protocol that is used to communicate with the channel provider. |
Varchar(20, 0) NOT NULL |
receiveserverport |
16-bit port number that is used to communicate with the channel provider for receiving the channel type. |
int NOT NULL |
description |
Description of the channel provider. |
Lvarchar(400) |
active |
Indicates whether the record is currently active or not. A record becomes inactive if the record is deleted or updated from the system. f = Inactive t = Active |
Boolean NOT NULL |
dateinactive |
If the active field is “f”, this field indicates the date and time that the record became inactive. |
datetime year to second |
proxytype |
Indicates whether Enable/Disable option is selected for SOCKS Proxy in Mail server configuration page. |
Lvarchar(25) |
mailservertype |
Indicates the mail server type. The default is microsoft. |
Lvarchar(50) |
ContactServiceQueue (via serverID)
Database table name: ChatProblemStatement
This table contains the associated problem statements and tag ids for each chat widget. Chat widget is the widget that enables the Unified CCX Administrator to create a chat interface for the end user.
Field Name |
Description |
Storage |
---|---|---|
wdID |
Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table. |
int NOT NULL Primary Key |
tagID |
The tagID for the csq associated with the problem statement. |
nvarchar(50) NOT NULL |
problemStmt |
The definition of the problem. |
lvarchar (256) NOT NULL |
psOrder |
Order of the problem statement in the chat widget. |
int NOT NULL Primary Key |
ChatWidget (via wdID)
Database table name: ChatScheduledHours
This table stores the custom weekly business hours configured by administrator.
Field Name |
Description |
Storage |
---|---|---|
profileId |
A unique identifier for the record. |
int NOT NULL Primary Key |
wdID |
A unique ID for each widget. |
int NOT NULL Primary Key |
scheduledDay |
Scheduled working days in a week. |
LVARCHAR(3) NOT NULL |
fromTime |
Start time of business hours. |
int NOT NULL |
toTime |
End time of business hours. |
int NOT NULL |
active |
Indicates whether the widget is currently active or not. f = Inactive t = Active |
boolean NOT NULL |
dateinactive |
The date and time when the record became inactive. |
datetime year to second |
Database table name: ChatScheduledSpecialDays
This table stores the business holidays and specially extended hours for specific days.
Field Name |
Description |
Storage |
---|---|---|
profileId |
A unique identifier for the record. |
int NOT NULL Primary Key |
wdID |
A unique ID for each widget. |
int NOT NULL Primary Key |
customType |
Scheduled business holiday or the special day. |
small int NOT NULL |
name |
Name of the business holiday or the special day. |
LVARCHAR(256) NOT NULL |
dateConfigured |
Date of the business holiday or the special day. |
datetime year to second NOT NULL |
fromTime |
Start time of business hours. |
int |
toTime |
End time of business hours. |
int |
active |
Indicates whether the widget is currently active or not. f = Inactive t = Active |
boolean NOT NULL |
dateinactive |
The date and time when the record became inactive. |
datetime year to second |
Database table name: ChatTriggerPoint
This table describes chat CSQ tag information. A ChatTriggerPoint is uniquely identified by a csqID and a chattriggerpointname. Chat contacts inserted into Unified CCX are queued to respective CSQs based on the chattriggerpointname present in the contact. When a chat CSQ is created, a new record is inserted into this table. When a CSQ is modified, the old record is marked as inactive, and a new record is inserted into the table with a the new csqID. When a CSQ is deleted, the corresponding record is marked as inactive.
Field Name |
Description |
Storage |
---|---|---|
csqID |
Numeric identifier for the CSQ. |
int NOT NULL |
chattriggerpointname |
Name of fields present in the chat trigger point. |
Ivarchar(256) NOT NULL |
active |
Indicates whether the record is currently active. f = Inactive t = Active |
boolean NOT NULL |
dateinactive |
If the active field is “f”, date and time that the record became inactive. |
Datetime year to fraction(3) NULL |
Database table name: ChatUserForm
This table contains the user form fields included in each chat widget along with the order of the fields in the widget.
Field Name |
Description |
Storage |
---|---|---|
wdID |
Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table. |
int NOT NULL Primary Key |
fieldName |
Name of fields present in the user form. |
nvarchar(50, 0) NOT NULL |
fieldID |
ID of fields present in the user form. |
int NOT NULL Primary Key |
fieldOrder |
Order of the field in the widget. |
smallint NOT NULL |
active |
Indicates whether the record is currently active or not. f = Inactive t = Active |
Boolean NOT NULL |
lastmodifieddate |
The date and time when the user form details were last modified. |
datetime year to fraction(3) |
ChatWidget (via wdID)
Database table name: ChatWidget
This table stores the chat widget information.
Field Name |
Description |
Storage |
---|---|---|
wdID |
A unique ID for each widget. |
int NOT NULL Primary Key |
wdName |
Name of the widget. |
lvarchar(50, 0) NOT NULL |
wdDescription |
The description of the widget that is configured in the Unified CCX Administration. |
lvarchar (256) NULL |
wdWelcome |
The welcome message that is displayed when the customer joins the chat sessions. |
lvarchar (256) NULL |
wdLogo |
The Location of the logo file that is displayed in the customer facing chat widget. |
lvarchar (256) NULL |
wdJoinTimeout |
The message that is displayed to the customer when a chat request is not handled within the set time. |
lvarchar (256) NULL |
wdCode |
Blob data to store the HTML code generated for the widget. |
BLOB NULL |
active |
Indicates whether the widget is currently active or not. f = Inactive t = Active |
boolean NOT NULL |
lastModifiedDate |
The date and time on which the widget details were last modified. |
datetime year to fraction (3) NULL |
wdContextServiceF |
The context service specific field sets used to capture information that are related to the contact being served over the chat session. |
lvarchar(1024) NULL |
offHoursMessage |
A message to be displayed off the scheduled business hours. |
lvarchar (256) NULL |
Database table name: ContactCallDetail
The Unified CCX system creates a new record in the ContactCallDetail table for each call or call leg processed by the system. A new call leg starts each time that a call is transferred or redirected, except when a call is transferred from a Cisco CTI port to an agent.
A ContactCallDetail record contains detailed information about the call or leg. At least one such record will exist for each call.
Field Name |
Description |
Storage |
---|---|---|
sessionID |
Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. |
decimal(18,0) NOT NULL Primary Key |
sessionSeqNum |
Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. |
smallint NOT NULL Primary Key |
nodeID |
Unique identifier assigned to each server in the cluster. |
smallint NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
contactType |
|
smallint NOT NULL |
contactDisposition |
|
smallint NOT NULL |
dispositionReason |
Reason why the call is aborted or rejected by the system. |
varchar(100,0) NULL |
originatorType |
|
smallint NOT NULL |
originatorID |
Numeric identifier of the agent who originated the call or the leg. Used only if originatorType is 1. |
int NULL |
originatorDN |
If originatorType is 1 and the call was placed by the agent using the non-IPCC extension then this field contains the non-IPCC extension, else it contains an empty character (''). If originatorType is 2, this field shows the CTI port number. If originatorType is 3, this field shows the telephone number of the caller as received by the Unified CM, if available. An empty character ('') if originatorType is 1. This is not applicable for agent based progressive and predictive outbound calls. |
nvarchar(30,0) NULL |
destinationType |
|
smallint NULL |
destinationID |
Numeric identifier of the agent who received the call or the leg. Used only if destinationType is 1. |
int NULL |
destinationDN |
If the destinationType is 1 and the call was received by an agent using the non-IPCC extension, then this field contains the non-IPCC extension, else it contains an empty character (''). If destinationType is 2, this field shows the CTI port number. If destinationType is 3, this field shows the telephone number called, if available. An empty character ('') if destinationType is 1. |
nvarchar(30) NULL |
startDateTime |
For an incoming call or a leg, date and time that the call or the leg started to ring in the system. For an internal call or for an outgoing call, date and time that the call originated. For a transferred call or a leg, endDateTime of the transferring call or leg. |
datetime year to fraction (3) NOT NULL |
endDateTime |
Date and time that this call or the leg was transferred or was disconnected. |
datetime year to fraction (3) NOT NULL |
gmtOffset |
Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. |
smallint NOT NULL |
calledNumber |
Telephone number of the device to which the call or leg was presented. If the call or leg was placed to a Unified CCX Route Point, this field shows the directory number configured in the Unified CM for that Route Point. If the call was placed to an external party, this field shows the telephone number dialed by the caller. |
nvarchar(30) NULL |
origCalledNumber |
Telephone number dialed by the caller if the call was placed from an IP phone. The Unified CM directory number to which the VoIP gateway routed the call if the call was placed from outside the VoIP2 network (for example, from the PSTN3 or a TDM4 PBX5). Null if the caller picked up the phone but did not dial any digits. |
nvarchar(30) NULL |
applicationTaskID |
Identifier of the Unified CCX or Cisco Unified IP IVR6(Unified IP IVR) application task that is associated with the call or the leg. Null for a call that does not have an application associated with it. |
decimal(18,0) NULL |
applicationID |
Identifier of the Unified CCX or Unified IP IVR application that processed the call or the leg. Null for a call or a leg that does not have an application associated with it. |
int NULL |
applicationName |
Name of the Unified CCX or Unified IP IVR application associated with the call. Null for a call or a leg that does not have an application associated with it. |
nvarchar(30) NULL |
connectTime |
Amount of time, in seconds, between the start time of the call or the leg and the end time of the call or the leg. |
smallint NULL |
customVariable1 |
Contents of the variable _ccdrVar1, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable2 |
Contents of the variable _ccdrVar2, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable3 |
Contents of the variable _ccdrVar3, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable4 |
Contents of the variable _ccdrVar4, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable5 |
Contents of the variable _ccdrVar5, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable6 |
Contents of the variable _ccdrVar6, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable7 |
Contents of the variable _ccdrVar7, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable8 |
Contents of the variable _ccdrVar8, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable9 |
Contents of the variable _ccdrVar9, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
customVariable10 |
Contents of the variable _ccdrVar10, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. |
varchar(40) NULL |
accountNumber |
Account number entered by the caller. |
varchar(40) NULL |
callerEnteredDigits |
Phone number entered by the caller. |
varchar(40) NULL |
badCallTag |
Tag for a bad call. Default = N |
char(1) NULL |
transfer |
Was this call leg transferring the call: t = transfer f = no |
boolean NULL |
redirect |
Was this call leg redirecting the call: t = redirect f = no |
boolean NULL |
conference |
Was this call leg conferencing the call: t = conference f = no |
boolean NULL |
flowout |
When this flag is set, it means this call leg is sent to another application or destination outside the system. |
boolean NULL |
metServiceLevel |
Did the call meet the service level: t = met service level f = no Note: Reserved for future use. |
boolean NULL |
campaignID |
Unique identifier of the campaign that generated this call. |
int NULL |
OrigProtocolCallRef |
Unique identifier to identify a call leg that enters the Unified CCX system. This is used to trace a call which has traversed from some product to the Unified CCX. |
Varchar(32) NULL |
DestProtocolCallRef |
Unique Identifier to identify a call leg that exits the Unified CCX system. This is used to trace a call which has traversed from Unified CCX to some other product. |
Varchar(32) NULL |
CallResult |
The result of an IVR based or agent based progressive or predictive outbound call. |
smallint NULL |
dialingListID |
Unique identifier of a contact that is dialed for an outbound campaign. Links with DialingList.dialingListID. |
int NULL |
AgentConnectionDetail (via sessionID, sessionSeqNum, nodeID, and profileID)
Campaign (via campaignID)
ContactQueueDetail (via session ID, sessionSeqNum, nodeID, profileID)
ContactRoutingDetail (via sessionID, sessionSeqNum, nodeID, and profileID)
MonitoredResourceDetail (sessionSeqNum maps to monitoredSessionSeqNum, via sessionID, profileID, and nodeID)
ProfileIDMapping (via profileID)
PurgeHistory (sessionID maps to monitoredSessionID, via sessionID, sessionSeqNum, profileID, and nodeID)
Resource (via originatorID/destinationID maps to resourceID when originatorType/destinationType is 1, via profileID)
Database table name: ContactQueueDetail
Field Name |
Description |
Storage |
---|---|---|
sessionID |
Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. |
decimal(18,0) NOT NULL Primary Key |
sessionSeqNum |
Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. |
smallint NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
nodeID |
Unique identifier assigned to each server in the cluster. |
smallint NOT NULL Primary Key |
targetID |
|
int NOT NULL Primary Key |
targetType |
|
smallint NOT NULL Primary Key |
qIndex |
A new qIndex is created whenever the Unified CCX call is conferenced to a Unified CCX route point. |
smallint NOT NULL Primary Key |
queueOrder |
The order of the call in the queue. |
smallint NOT NULL |
disposition |
|
smallint NULL |
metServiceLevel |
|
boolean NULL |
queueTime |
Number of seconds the caller spent in queue for this CSQ and this leg of the call. |
smallint NULL |
AgentConnectionDetail (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
ContactCallDetail (via sessionID, sessionSeqNum, nodeID, and profileID)
ContactRoutingDetail (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
ContactServiceQueue (targetID maps to recordID when targetType is 0, via profileID)
MonitoredResourceDetail (sessionSeqNum maps to monitoredSessionSeqNum, via profileID, and nodeID)
ProfileIDMapping (via profileID)
RemoteMonitoringDetail (sessionID maps to monitoredSessionID, via profileID and nodeID)
Resource (targetID maps to resourceID when targetType is 1, and via profileID)
Database table name: ContactRoutingDetail
The Unified CCX system creates a new record in the ContactRoutingDetail table for each Unified CCX call or call leg that is queued for one or more CSQs. A new call leg starts each time that a call is transferred or redirected, except when a call is transferred from a Cisco CTI port to an agent. The system also creates a new record in the ContactRoutingDetail table if a call is conferenced to a Unified CCX script.
A ContactRoutingDetail record contains information about call priority and accumulated queue time. This differs from the ContactQueueDetail record which shows individual queue time for each CSQ.
Field Name |
Description |
Storage |
---|---|---|
sessionID |
Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. |
decimal(18, 0) NOT NULL Primary Key |
sessionSeqNum |
Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. |
smallint NOT NULL Primary Key |
nodeID |
Unique identifier assigned to each server in the cluster. |
smallint NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
qIndex |
A new qIndex is created whenever the Unified CCX call is conferenced to a Unified CCX route point. |
smallint NOT NULL Primary Key |
origPriority |
Priority level assigned to the call or the leg when it was first queued. Null if a priority was not assigned. |
smallint NULL |
finalPriority |
Priority level of the call or the leg when it ended. Null if a priority was not assigned. |
smallint NULL |
queueTime |
Time, in seconds, that the call or the leg was queued before an agent picked up the call or the leg. This is the accumulated queue time perceived by the caller if the call is queued for more than one CSQ; in contrast, the ContactQueueDetail record records queue time for each individual CSQ. |
smallint NULL |
startDateTime |
For an incoming call or a leg, date and time that the call or the leg was queued for the first CSQ. |
datetime year to fraction (3) NOT NULL |
AgentConnectionDetail (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
ContactCallDetail (via sessionID, sessionSeqNum, nodeID, and profileID)
ContactQueueDetail (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
MonitoredResourceDetail (sessionSeqNum maps to monitoredSessionSeqNum, via profileID, and nodeID)
ProfileIDMapping (via profileID)
PurgeHistory (sessionID maps to monitoredSessionID, via profileID and nodeID)
Database table name: ContactServiceQueue
The Unified CCX system creates a new record in the ContactServiceQueue table when a CSQ is set up in Unified CCX Administration.
A ContactServiceQueue record contains information about the CSQ. One such record exists for each active and inactive CSQ. When a CSQ is deleted (deactivated), its record still remains in the database marked as inactive; that is, the active field value is “f”.
Field Name |
Description |
Storage |
---|---|---|
contactServiceQueueID |
Numeric identifier of the CSQ. This ID does not change when CSQ attributes are changed through the Unified CCX Administration user interface. |
int NOT NULL |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL |
CSQName |
Name of the CSQ as set up in Unified CCX Administration. |
nvarchar(50,0) NOT NULL |
resourcePoolType |
Type of resource pool that is set up in Unified CCX Administration: 1—Resource groups 2—Resource skills |
smallint NOT NULL |
resourceGroupID |
If resourcePoolType is 1, unique identifier used to locate the associated resource group in the Resource Group table. Not used if resourcePoolType is 2. |
int NULL |
selectionCriteria |
Resource pool selection model that is set up in the Unified CCX Administration. |
nvarchar(30,0) NOT NULL |
skillGroupID |
If resourcePoolType is 2, unique identifier used to locate the associated skill group in the SkillGroup table. Not used if resourcePoolType is 1. |
int NULL |
serviceLevel |
Goal, in seconds, for the maximum time that a caller spends in the queue before the call is answered by an agent, as set up in Unified CCX Administration. |
int NOT NULL |
serviceLevelPercentage |
Goal for the percentage of calls that meet the service level that is shown in the serviceLevel field, as set up in Unified CCX Administration. |
smallint NOT NULL |
active |
Indicates whether the record is active: f = Inactive t = Active A record becomes inactive if the CSQ is deleted from the system or if the attributes are changed through the Unified CCX Administration user interface. When an attribute is changed, the record is marked inactive; that is, the active field is changed to “f”, and a new record is created. |
boolean NOT NULL |
autoWork |
Whether an agent goes to Work State after handling a call from this CSQ: f —No t —Yes |
boolean NOT NULL |
dateInactive |
If the active field is “f”, date and time that the record became inactive. |
datetime year to fraction (3) NULL |
queueAlgorithm |
Criterion that specifies how contacts are queued, as set up in Unified CCX Administration. |
nvarchar(30,0) NOT NULL |
recordID |
Identifier of this record. When any CSQ attribute, such as service level, is changed through the Unified CCX Administration user interface, the record is marked inactive; that is, the value of the active field changes to “f”, and a new record is created with a new record ID; the contactServiceQueueID stays the same for that CSQ. |
int NOT NULL Primary Key |
orderList |
Reserved for future use. |
int NULL |
wrapupTime |
Time in seconds that agent is placed in Work state. Possible values: 1 – 7200 0 – disabled |
smallint NULL |
prompt |
The prompt value is used for remote monitoring. The customer can record the name of the CSQ and store it in a WAV file. This field contains the name of the WAV file. |
nvarchar (256) NOT NULL |
privateData |
Any fields which are used internally only can be stored in this column in a blob. |
BLOB NULL |
queueType |
A type of the CSQ. Possible values: 0 – voice CSQ 1 – email CSQ 2 – chat CSQ |
smallint NOT NULL |
queueTypeName |
|
nvarchar(30,0) NULL |
accountuserId |
The userid of the email account mapped to an email CSQ. |
nvarchar(255,0) NULL |
channelproviderId |
The unique identifier for the channel provider. |
int NULL |
reviewQueueId |
Reserved. |
int NULL |
routingType |
|
nvarchar(30,0) NULL |
foldeerName |
The name of the email folder that needs to be polled for mails on the mail server. |
nvarchar(255,0) NULL |
pollingInterval |
The time (in seconds) on how frequently the email server is polled for any new emails. |
int NULL |
snapshotAge |
The time (in minutes) to indicate how far to go back to fetch emails on startup. |
int NULL |
feedId |
The unique identifier for the feeds from SocialMiner. |
nvarchar(30,0) NULL |
ContactQueueDetail (recordID maps to targetID when targetType is 0, and via profileID)
ProfileIDMapping (via profileID)
RemoteMonitoringDetail (recordID maps to origMonitoredID when origMonitoredIDType is 2, and via profileID)
ResourceGroup (via resourceGroupID and profileID)
SkillGroup (via skillGroupID and profileID)
TeamCSQMapping (contactServiceQueueID maps to csqID, and via profileID)
Database table name: CrsApplication
The CrsApplication table records application information. An application is uniquely identified by applicationName. When an application is created, a new record is inserted into this table. When an application is modified, the old record is marked as inactive, and a new record is inserted into the table with a new recordID. When an application is deleted, the corresponding record is marked as inactive.
Field Name |
Description |
Storage |
---|---|---|
record ID |
Unique numeric ID for each record. Introduced for historical reporting purposes. Possible values: 1, 2, 3.... |
int NOT NULL Primary Key |
profileID |
The indentifier of the profile |
int NOT NULL Primary Key |
applicationID |
Configurable application identifier. Not unique for an application. Exposed for Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) integration. Configured on Unified CCX Administration, modifiable. Possible values: -1, 1, 2, 3... |
int NOT NULL |
configClass |
Represents application configuration class. |
lvarchar(512) NOT NULL |
version |
Specifies internal configuration schema version. Possible values: 1 |
int NOT NULL |
configImplClass |
Represents application configuration implementation class. Possible value: com.cisco.crs.app.ScriptApplicationConfig |
lvarchar(512) NOT NULL |
applicationName |
Name that uniquely identifies the application |
nvarchar(50,0) NOT NULL |
applicationType |
The type of application. |
nvarchar(128,0) NOT NULL |
applicationEnabled |
Whether or not the application is enabled. |
boolean NOT NULL |
numOfSessions |
Maximum number of sessions |
int NOT NULL |
description |
The description of the application that is configured in the Unified CCX Administration. |
nvarchar(128,0) NULL |
privateData |
Internal data not exposed to customers. |
BLOB NULL |
createDateTime |
The time when the record is created or updated. Default value: Current year to second |
datetime year to second NOT NULL |
active |
Whether this record is active. |
boolean NOT NULL |
dateInactive |
If active = f, the time when this record became inactive. |
datetime year to second NULL |
ProfileIDMapping (via profileID)
Database table name: CrsGroup table
The CrsGroup table describes group information. A group is uniquely identified by the combination of groupClassName and groupID. When a group is created, a new record is inserted into this table. When a group is modified, the old record is marked as inactive, and a new record is inserted into the table with a new recordID. When a group is deleted, the corresponding record is marked as inactive.
Field Name |
Description |
Storage |
---|---|---|
recordID |
A unique numeric ID for each record. Introduced for historical reporting purposes. |
int NOT NULL Primary Key |
profileID |
Indentifier of the profile Possible values: 1, 2, 3.... |
int NOT NULL Primary Key |
configClass |
Represents Group configuration class. Possible values: GroupConfig.class |
lvarchar(512) NOT NULL |
version |
Specifies internal configuration schema version. Possible values: 2 |
int NOT NULL |
configImplClass |
Represents group configuration implementation class. |
lvarchar(512) NOT NULL |
groupClass |
Uniquely identifies a group together with the groupID. The class of channels being managed by the group. |
lvarchar(400) NOT NULL |
groupID |
Uniquely identifies a group together with groupClassName. Group identifier unique for a give class of channels. |
int NOT NULL |
groupType |
Type of the group, corresponding to type of the channels managed by the group as defined since CRS 3.0. |
nvarchar(128,0) NOT NULL |
groupEnabled |
Whether the group is enabled. Possible values: f = disabled t = enabled |
boolean NOT NULL |
numOfChannels |
Number of channels defined in the group. |
int NOT NULL |
description |
Description of the group. |
nvarchar(128,0) NULL |
privateData |
Internal data not exposed to customers. |
BLOB NULL |
createDateTime |
When the group was created. Default value: Current year to second |
datetime year to second NOT NULL |
active |
Whether this record is active. Possible values: f = inactive t = active |
boolean NOT NULL |
dateInactive |
If active = f, the time when the record became inactive. |
datetime year to second NULL |
ProfileIDMapping (via profileID)
Database table name: CrsTrigger
The CrsTrigger table describes trigger information. A trigger is uniquely identified by a trigger name (triggerName). When a trigger is created, a new record is inserted into this table. When a trigger is modified, the old record is marked as inactive, and a new record is inserted into the table with a new recordID. When a trigger is deleted, the corresponding record will be marked as inactive.
Field Name |
Description |
Storage |
---|---|---|
recordID |
Unique numeric ID for each record. Introduced for historical reporting purposes. |
int NOT NULL Primary Key |
profileID |
Indentifier of the profile Possible values: 1, 2, 3.... |
int NOT NULL Primary Key |
configClass |
Represents trigger configuration class. Possible values: ApplicationTriggerConfig.class |
lvarchar(512) NOT NULL |
version |
Specifies internal configuration schema version. Possible values: 3 |
int NOT NULL |
configImplClass |
Represents trigger configuration implementation class. |
lvarchar(512) NOT NULL |
triggerName |
Uniquely identifies a trigger. Available from CRS 4.5 onwards. The API does limit the string length. Go back and revisit the length. |
nvarchar(50,0) NOT NULL |
triggerType |
Hard coded. |
nvarchar(128,0) NOT NULL |
applicationName |
Application name being triggered by the trigger. |
nvarchar(50,0) NOT NULL |
triggerEnabled |
Whether the trigger is enabled |
boolean NOT NULL |
numOfSessions |
Maximum number of sessions Possible values: 0, 1, 2... |
int NOT NULL |
idleTimeout |
Idle time out in milliseconds |
int NOT NULL |
triggerLocale |
Default locale for the trigger. |
nvarchar(50,0) NOT NULL |
description |
Description of the trigger |
nvarchar(128,0) NULL |
misc1 |
For HTTP trigger, this field contains the URL. For JTAPI and call triggers, this is the dialed number (DN). |
lvarchar(256) NULL |
misc2 |
For JTAPI trigger, this is the partition. |
lvarchar(256) NULL |
privateData |
Internal data not exposed to customers, such as parameters or groups associated with a trigger. |
BLOB NULL |
createDateTime |
When the trigger was created. Default value: Current year to second |
datetime year to second Not NULL |
active |
Whether this record is active. Possible values: f = inactive t = active |
boolean NOT NULL |
dateInactive |
If active = f, the time when the record became inactive. |
datetime year to second NULL |
ProfileIDMapping (via profileID)
Database table name: DialingList
The DialingList table contains the outbound contacts that need to be dialed for a particular campaign. This table is populated when a text file containing the outbound contacts is imported from the Campaigns configuration page in the Unified CCX Administration.
When the outbound contacts are imported into the database from the Unified CCX Administration, the callStatus field has the default value of 1 (Pending); that is, the contacts are yet to be dialed.
Field Name |
Description |
Storage |
---|---|---|
recordid |
A unique identifier for the record. |
int NOT NULL Primary Key |
dialinglistid |
A unique identifier for a contact. |
int NOT NULL Primary Key |
profileid |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
campaignid |
Campaign identifier |
int NULL |
createdatetime |
Default -CURRENT_TIMESTAMP |
datetime year to second NULL |
accountnumber |
The account number of the contact (from the imported file). This field is sent to the agent desktop. |
nvarchar(25, 0) NULL |
firstname |
The first name of the contact (from the imported file). |
nvarchar(50, 0) NULL |
lastname |
The last name of the contact (from the imported file). |
nvarchar(50,0) NULL |
phone01 |
Primary phone number of the contact (from the imported file). |
varchar(28,0) NOT NULL |
phone02 |
Additional number of the contact (from the imported file). The number is dialed when the agent selects Skip-Next for the preview call. |
varchar(28,0) NULL |
phone03 |
Additional number of the contact (from the imported file). This number is dialed if attempts to dial the first two numbers are unsuccessful. |
varchar(28,0) NULL |
gmtzonephone01 |
The time zone for the first phone number of the contact. |
smallint NOT NULL |
dstphone01 |
0 = Daylight Savings Time (DST) is observed at this phone number. 1 = DST is not observed at this phone number |
smallint NOT NULL |
gmtzonephone02 |
The time zone for the second phone number of the contact. |
smallint NOT NULL |
dstphone02 |
0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. |
smallint NOT NULL |
gmtzonephone03 |
The time zone for the third phone number of the contact. |
smallint NOT NULL |
dstphone03 |
0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. |
smallint NOT NULL |
callbacknumber |
Phone number to be used for callback (can be supplied by the agent). |
varchar(28,0) NULL |
callbackdatetime |
Customer requested callback time. |
datetime year to second NULL |
callstatus |
The status of the contact record: 1 = Pending. The call is pending. 2 = Active. The record is sent (active) to the Outbound subsystem for dialing. 3 = Closed. The record is closed. 4 = Callback. The record is marked for a callback. 5 = Max Calls. Maximum attempts have been reached for this record (considered closed). 6 = Retry. The call is redialed immediately whenever there is any miss. 7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, the records are moved to this state. 8 = Retries with delay. The call is redialed as it was either busy, no answer, customer abandoned or system abandoned. Retry time is set as per the corresponding configuration in the Unified CCX Application Administration web interface. |
smallint NOT NULL |
callresult |
The call result from the last call placed for this record. 1 = Voice. Customer answered and was connected to agent. 2 = Fax. Fax machine reached. 3 = Answering machine. Answering machine reached. 4 = Invalid. Number reported as invalid by the network or by the agent. 5 = Do Not Call. Customer does not want to be called again. 6 = Wrong Number. Number successfully contacted but wrong number. 7 = Wrong Person. Number successfully contacted but reached the wrong person. 8 = Callback. Customer requested regular callback. 9 = Skip/Reject. Agent skipped or rejected a preview call. 10 = Skip-Close/Reject-Close. Agent skipped or rejected a preview call with the close option. 11 = Busy. Busy signal detected or marked busy by agent. 12 = Agent did not respond to the preview call within the timeout duration. 13 = Callback Failed - this value is not written to the database; this is for internal use only. 14 = Callback missed and marked for Retry. 15 = Customer's phone timed out either due to Ring No Answer (RNA) or Gateway failure. 16 = Call was abandoned because IVR port was unavailable or Unified CCX failed to transfer the call to the IVR port. 17 = Call failed due any one of the reasons. 18 = Customer abandoned as customer or agent disconnected the call within the time limit as configured in “Abandoned Call Wait Time” in Unified CCX Application Administration web interface. |
smallint NOT NULL |
callresult01 |
The call result from the last time phone01 was called. Values are the same as for callResult. |
smallint NULL |
callresult02 |
The call result from the last time phone02 was called. Values are the same as for callResult. |
smallint NULL |
callresult03 |
The call result from the last time phone03 was called. Values are the same as for callResult. |
smallint NULL |
lastnumberdialed |
The last number dialed. 1 = phone01 2 = phone02 3 = phone03 |
smallint NULL |
callsmadetophone01 |
The number of call attempts made to phone01. If there is an error in an attempt to call this number, the attempt is not counted here. |
smallint NULL |
callsmadetophone02 |
The number of call attempts made to phone02. If there is an error in an attempt to call this number, the attempt is not counted here. |
smallint NULL |
callsmadetophone03 |
The number of call attempts made to phone03. If there is an error in an attempt to call this number, the attempt is not counted here. |
smallint NULL |
retry |
Indicates whether the contact has to be retried. |
boolean NULL |
active |
Contacts becomes inactive for a campaign in the following scenarios: 1 = delete a campaign 2 = delete all the contacts for a campaign 3 = when callStatus becomes 3 (closed) or 5 (max calls) f = Inactive t = Active |
boolean NOT NULL |
dateinactive |
The date when record became inactive. |
datetime year to second NULL |
numMissedCallback |
Number of missed callbacks. |
smallint NULL |
AgentConnectionDetail (via dialingListID and profileID)
AreaCode (via gmtZone)
Campaign (via campaignID and profile ID)
ContactCallDetail (via campaignID and profileID)
DialingList (via campaignID)
ProfileIDMapping (via profileID)
Database table name: DialingList
The DialingList table contains the outbound contacts that need to be dialed for a particular campaign. This table is populated when a text file containing the outbound contacts is imported from the Campaigns configuration page in the Unified CCX Administration.
When the outbound contacts are imported into the database from the Unified CCX Administration, the callStatus field has the default value of 1 (Pending); that is, the contacts are yet to be dialed.
Field Name |
Description |
Storage |
---|---|---|
recordid |
A unique identifier for the record. |
int NOT NULL Primary Key |
dialinglistid |
A unique identifier for a contact. |
int NOT NULL Primary Key |
profileid |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
campaignid |
Campaign identifier |
int NULL |
createdatetime |
Default -CURRENT_TIMESTAMP |
datetime year to second NULL |
accountnumber |
The account number of the contact (from the imported file). This field is sent to the agent desktop. |
nvarchar(25,0) NULL |
firstname |
The first name of the contact (from the imported file). |
nvarchar(50,0) NULL |
lastname |
The last name of the contact (from the imported file). |
nvarchar(50,0) NULL |
phone01 |
Primary phone number of the contact (from the imported file). |
varchar(28,0) NULL |
phone02 |
Additional number of the contact (from the imported file). The number is dialed when the agent selects Skip-Next for the preview call. |
varchar(28,0) NULL |
phone03 |
Additional number of the contact (from the imported file). This number is dialed if attempts to dial the first two numbers are unsuccessful. |
varchar(28,0) NULL |
gmtzonephone01 |
The time zone for the first phone number of the contact. |
smallint NULL |
dstphone01 |
0 = Daylight Savings Time (DST) is observed at this phone number. 1 = DST is not observed at this phone number |
smallint NULL |
gmtzonephone02 |
The time zone for the second phone number of the contact. |
smallint NULL |
dstphone02 |
0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. |
smallint NULL |
gmtzonephone03 |
The time zone for the third phone number of the contact. |
smallint NULL |
dstphone03 |
0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. |
smallint NULL |
callbacknumber |
Phone number to be used for callback (can be supplied by the agent). |
varchar(28) NULL |
callbackdatetime |
Customer requested callback time. |
datetime year to second NULL |
callstatus |
The status of the contact record: 1 = Pending. The call is pending. 2 = Active. The record is sent (active) to the Outbound subsystem for dialing. 3 = Closed. The record is closed. 4 = Callback. The record is marked for a callback. 5 = Max Calls. Maximum attempts have been reached for this record (considered closed). 6 = Retry. The call is redialed immediately whenever there is any miss. 7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, the records are moved to this state. 8 = Retries with delay. The call is redialed as it was either busy, no answer, customer abandoned or system abandoned. Retry time is set as per the corresponding configuration in the Unified CCX Application Administration web interface. |
smallint NULL |
callresult |
The call result from the last call placed for this record. 1 = Voice. Customer answered and was connected to agent. 2 = Fax. Fax machine reached. 3 = Answering machine. Answering machine reached. 4 = Invalid. Number reported as invalid by the network or by the agent. 5 = Do Not Call. Customer does not want to be called again. 6 = Wrong Number. Number successfully contacted but wrong number. 7 = Wrong Person. Number successfully contacted but reached the wrong person. 8 = Callback. Customer requested regular callback. 9 = Skip/Reject. Agent skipped or rejected a preview call. 10 = Skip-Close/Reject-Close. Agent skipped or rejected a preview call with the close option. 11 = Busy. Busy signal detected or marked busy by agent. 12 = Agent did not respond to the preview call within the timeout duration. 13 = Callback Failed - this value is not written to the database; this is for internal use only. 14 = Callback missed and marked for Retry. 15 = Customer's phone timed out either due to Ring No Answer (RNA) or Gateway failure. 16 = Call was abandoned because IVR port was unavailable or Unified CCX failed to transfer the call to the IVR port. 17 = Call failed due any one of the reasons. 18 = Customer abandoned as customer or agent disconnected the call within the time limit as configured in “Abandoned Call Wait Time” in Unified CCX Application Administration web interface. |
smallint NULL |
callresult01 |
The call result from the last time phone01 was called. Values are the same as for callResult. |
smallint NULL |
callresult02 |
The call result from the last time phone02 was called. Values are the same as for callResult. |
smallint NULL |
callresult03 |
The call result from the last time phone03 was called. Values are the same as for callResult. |
smallint NULL |
lastnumberdialed |
The last number dialed. 1 = phone01 2 = phone02 3 = phone03 |
smallint NULL |
callsmadetophone01 |
The number of call attempts made to phone01. If there is an error in an attempt to call this number, the attempt is not counted here. |
smallint NULL |
callsmadetophone02 |
The number of call attempts made to phone02. If there is an error in an attempt to call this number, the attempt is not counted here. |
smallint NULL |
callsmadetophone03 |
The number of call attempts made to phone03. If there is an error in an attempt to call this number, the attempt is not counted here. |
smallint NULL |
retry |
Indicates whether the contact has to be retried. |
boolean NULL |
active |
Contacts becomes inactive for a campaign in the following scenarios: 1 = delete a campaign 2 = delete all the contacts for a campaign 3 = when callStatus becomes 3 (closed) or 5 (max calls) f = Inactive t = Active |
boolean NULL |
dateinactive |
The date when record became inactive. |
datetime year to second NULL |
numMissedCallback |
Number of missed callbacks. |
smallint NULL |
AgentConnectionDetail (via dialingListID and profileID)
AreaCode (via gmtZone)
Campaign (via campaignID and profile ID)
ContactCallDetail (via campaignID and profileID)
DialingList (via campaignID)
ProfileIDMapping (via profileID)
Database table name: MonitoredResourceDetail
The MonitoredResourceDetail table records the actual agents who are monitored. The RemoteMonitoringDetail table records the original agent or the CSQ that the supervisor plans to monitor. Monitoring a CSQ involves monitoring the agents who handle calls for that CSQ. So the actual agents (which can be more than one) that are monitored will be recorded in the MonitoredResourceDetail table.
Field Name |
Description |
Storage |
---|---|---|
sessionid |
Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. It is the sessionID of the IVR call; that is, when the supervisor starts monitoring, the monitoring call itself is an IVR call. The supervisor monitors one or more Unified CCX calls. |
decimal(18) NOT NULL Primary Key |
startmonitoringreqtime |
The time and date that the remote supervisor attempted to monitor the agent. |
datetime year to fraction (3) NOT NULL |
startmonitoringcalltime |
The time and date that the supervisor began monitoring the call. |
datetime year to fraction (3) NOT NULL Primary Key |
monitoredrsrcid |
Identifier of the resource being monitored. |
int NOT NULL |
monitoredsessionseqnum |
The session sequence number of the Unified CCX call that is being monitored. |
smallint NOT NULL |
profileid |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
gmtoffset |
Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. |
int NOT NULL |
nodeid |
Unique identifier assigned to each server in the cluster. |
smallint NOT NULL Primary Key |
AgentConnectionDetail (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID, profileID)
ContactCallDetail (monitoredSessionSeqNum maps to sessionSeqNum, via sessionID, nodeID, profileID)
ContactQueueDetail (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID, profileID)
ContactRoutingDetail (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID, profileID)
RemoteMonitoringDetail (via sessionID, profileID, nodeID, startMonitoringReqTime)
Resource (monitoredRsrcID maps to resourceID, via profileID)
Database table name: MediaCustomerDataMapping
The MediaCustomerDataMapping table contains mapping between the customer data fields for a specific media (such as email and other media types) and the order of fields stored in the TextCustomerDetail table.
Note | Do not edit this table directly. It is for internal use only |
Field Name |
Description |
Storage |
---|---|---|
recordId |
Unique identifier for the record. |
int NOT NULL Primary Key |
mediaType |
Type of the media such as email and other media types. |
varchar(30,0) NOT NULL Primary Key |
fieldName |
Name of the field in the customer data. |
varchar(50,0) NOT NULL |
columnId |
Field ID in the TextCustomerDetail where this field is stored. |
int NOT NULL |
TextCustomerDetails (via columnId)
Database table name: ProfileIDMapping
The Unified CCX system creates a new record in the ProfileIDMapping table when a new profile is set up in the Unified CCX Administration.
A ProfileIDMapping record shows the mapping of the profile name to its unique identifier.
Field Name |
Description |
Storage |
---|---|---|
profileName |
Name of the profile, as set up in the Unified CCX Administration. |
nvarchar(50,0) NOT NULL Primary Key |
profileID |
Identifier of the profile. |
int NOT NULL |
AgentConnectionDetail (via ProfileID)
AgentStateDetail (via ProfileID)
AreaCode (via ProfileID)
Campaign (via ProfileID)
ContactCallDetail (via ProfileID)
ContactQueueDetail (via ProfileID)
ContactRoutingDetail (via ProfileID)
ContactServiceQueue (via ProfileID)
DialingList (via ProfileID)
MonitoredResourceDetail (via ProfileID)
RemoteMonitoringDetail (via ProfileID)
Resource (via ProfileID)
ResourceGroup (via ProfileID)
ResourceSkillMapping (via ProfileID)
RmonCSQConfig (via ProfileID)
RmonResConfig (via ProfileID)
RmonUser (via ProfileID)
Skill (via ProfileID)
SkillGroup (via ProfileID)
Supervisor (via ProfileID)
Team (via ProfileID)
TeamCSQMapping (via ProfileID)
Database table name: PurgeHistory
PurgeHistory is mainly to keep track of the history of purge information for both Manual and Scheduled purge.
Field Name |
Description |
Storage |
---|---|---|
nodeId |
Unique identifier assigned to each server in the cluster. |
int NOT NULL Primary Key |
purgeHistoryId |
Sequence numbers. |
int NOT NULL Primary Key |
purgeType |
PurgeType MANUAL or SCHEDULED. |
nvarchar(10,0) NOT NULL |
purgeState |
PurgeState can be any one of, RUNNING, COMPLETED_SUCCESSFULLY, COMPLETED_WITH_ERRORS, UNKNOWN. |
nvarchar(30,0) NOT NULL |
purgeStartedDateTime |
Purge start time. |
datetime year to fraction(3) NOT NULL |
hrDbSizeBeforePurge |
Historical db size before purge which will have the value using store procedure getDbSize with column name as "used”. |
int NULL |
configDbSizeBeforePurge |
Config db size before purge which will have the value using store procedure getDBspaceUsage('db_cra') with column name as "used". |
int NULL |
oldestRecDateTimeBeforePurge |
Oldest record date and time before purge. |
datetime year to fraction(3) NULL |
purgeCompletedDateTime |
Purge completion time. |
datetime year to fraction(3) NULL |
hrDbSizeAfterPurge |
Historical db size after purge which will have the value using store procedure getDbSize with column name as "used". |
int NULL |
configDbSizeAfterPurge |
Config db size after purge which will have the value using store procedure getDBspaceUsage('db_cra') with column name as "used". |
int NULL |
oldestRecDateTimeAfterPurge |
Oldest record date time after purge. |
datetime year to fraction(3) NULL |
purgetRunTime |
Purge run time in minutes which is the difference between purgeCompletedDataTime and purgeStartedDateTime. |
int NULL |
Database table name: ReasoncodeLabelMap
Unified CCX System maintains a reason code and label for Logout and Not Ready states, that are available in Cisco Finesse Administration.
This table holds the mapping between reason code and label.
Field Name |
Description |
Storage |
---|---|---|
code |
Reason code, as configured in Finesse Administration. |
Smallint NOT NULL Primary Key |
label |
Reason label, as configured in Finesse Administration. |
NVARCHAR(40,0) NOT NULL |
category |
Type of reason code, label: NOT_READY LOGOUT |
NVARCHAR(15,0) NOT NULL Primary Key |
active |
Whether the record is active in the system. A record becomes Inactive if reason code label is deleted from Finesse Administration and this field will be marked "FALSE". |
boolean NULL |
dateinactive |
Date and time this record was added, modified, or deleted from Cisco Finesse Administration. |
Date time year to second NULL |
Database table name: RemoteMonitoringDetail
The Remote Monitoring Detail Record provides information about sessions where remote monitoring is used.
AgentConnectionDetail (monitoredSessionID maps to sessionID, via nodeID, profileID)
ContactCallDetail (monitoredSessionID maps to sessionID, via sessionID, sessionSeqNum, nodeID, profileID)
ContactQueueDetail (monitoredSessionID maps to sessionID, via nodeID, profileID)
ContactRoutingDetail (monitoredSessionID maps to sessionID, via nodeID, profileID)
ContactServiceQueue (origMonitoredID maps to contactServiceQueueID when origMonitoredIDType is 2, via profileID)
MonitoredResourceDetail (via sessionID, profileID, nodeID, startMonitoringReqTime)
RmonUser (remoteLoginID maps to loginID, via profileID, rmonID)
Database table name: ReportingUser
The ReportingUser table holds the list of users who is either an Administrator or a Historical Report User. Only the active records are maintained in the table.
Field Name |
Description |
Storage |
---|---|---|
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL |
resourceLoginID |
The login name assigned to the resource in the Unified CM. |
nvarchar(50,0) NOT NULL |
resourceType |
Type of the resource: 3—Historical Report User 4—Administrator |
smallint NOT NULL |
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.
Field Name |
Description |
Storage |
---|---|---|
resourceID |
Numeric identifier of the resource. |
int NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
resourceLoginID |
The login name assigned to the resource in the Unified CM. |
nvarchar(50,0) NOT NULL |
resourceName |
The first name and the last name of the resource. |
nvarchar(50,0) NOT NULL |
resourceGroupID |
Resource group to which the resource belongs. Null if no resource group is assigned to the resource. |
int NULL |
resourceType |
Type of the resource: 1—Agent 2—Supervisor 3—Administrator |
smallint NOT NULL |
active |
Whether this record is active: f —Inactive t —Active A record becomes inactive if the resource is deleted or updated. |
boolean NOT NULL |
autoAvail |
Determines whether the resource goes to Ready State after handling a Unified CCX call: f —No t —Yes |
boolean NOT NULL |
extension |
The Unified CCX extension of the resource. |
nvarchar(50,0) NOT NULL |
orderInRG |
Order in which the resource resides within the resource group. Null if no resource group is assigned to the resource. |
int NULL |
dateInactive |
If the active field is “f”, date and time that the record became inactive. |
datetime year to fraction(3) NULL |
resourceSkillMapID |
Identifier used to locate the associated skill set of the resource in the ResourceSkillMapping table. The ResourceSkillMapping table can contain multiple records for one resource. |
int NOT NULL |
assignedTeamID |
Identifier of the resource’s assigned team. |
int NOT NULL |
resourceFirstName |
The resource’s first name. |
nvarchar(50,0) NOT NULL |
resourceLastName |
The resource’s last name. |
nvarchar(50,0) NOT NULL |
resourceAlias |
The resource’s alias name. |
nvarchar(50,0) NULL |
Related Tables
AgentConnectionDetail (via resourceID, profileID)
AgentStateDetail (resourceID maps to agentID, via profileID)
ContactCallDetail (resourceID maps originatorID/destinationID when originatorType/destinageType is 1, via profileID)
ContactQueueDetail (resourceID maps to targetID when targetType is 1, via profileID)
MonitoredResourceDetail (resourceID maps to monitoredRsrcID, via profileID)
ProfileIDMapping (via profileID)
RemoteMonitoringDetail (resourceID maps to origMonitoredID when origMonitoredIDType is 1, via profileID)
ResourceGroup (via resourceGroupID, profileID)
ResourceSkillMapping (via resourceSkillMapID, profileID)
Supervisor (via resourceLoginID, profileID)
Team (assignedTeamID maps to teamID, via profileID)
Database table name: ResourceGroup
The Unified CCX system creates a new record in the ResourceGroup table when a resource group is set up in the Unified CCX Administration.
A ResourceGroup record contains information about the resource group. One such record exists for each active and inactive resource group.
Field Name |
Description |
Storage |
---|---|---|
resourceGroupID |
Numeric identifier of the resource group. |
int NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
resourceGroupName |
Name of the resource group, as set up in the Unified CCX Administration. |
nvarchar(50,0) NULL |
active |
Whether the record is active in the Unified CCX system: f —Inactive t —Active A record becomes inactive if the resource group is deleted or updated. |
boolean NOT NULL |
dateInactive |
If the active field is “f”, date and time that the record became inactive. |
datetime year to fraction(3) NULL |
ContactServiceQueue (via resourceGroupID, profileID)
ProfileIDMapping (via profileID)
Resource (via resourceGroupID, profileID)
Database table name: ResourceSkillMapping
The Unified CCX system creates a new record in the ResourceSkillMapping table when an agent is associated with a skill in the Unified CCX Administration.
A ResourceSkillMapping record contains information about all of the skills that are assigned to resources.
Field Name |
Description |
Storage |
---|---|---|
resourceSkillMapID |
Identifier of the skill set that is associated with a resource. |
int NOT NULL Primary Key |
skillID |
Identifier of the skill that is associated with a resource. |
int NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
competenceLevel |
Competence level associated with the skill, as set up in the Unified CCX Administration. Values range from 1 (lowest) to 10 (highest). |
smallint NOT NULL |
active |
Whether the record is active in the Unified CCX system: f —Inactive t —Active A record becomes inactive if the resource group is deleted or updated. |
boolean NOT NULL |
ProfileIDMapping (via profileID)
Resource (via resourceSkillMapID and profileID)
Skill (via skillID and profileID)
Database table name: RmonCSQConfig
The Remote Monitoring Contact Service Queue Configuration table contains the CSQs that a remote monitoring supervisor is allowed to monitor (the supervisor’s allowed list). This table is updated when you configure the Unified CCX system through the Unified CCX Administration pages.
Field Name |
Description |
Storage |
---|---|---|
rmonID |
Numeric identifier of the remote supervisor. |
int NOT NULL Primary Key |
contactServiceQueueID |
The numeric identifier of the CSQ, relating to contactServiceQueueID in the ContactServiceQueue table. |
int NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
ContactServiceQueue (via contactServiceQueueID, and profileID)
RmonResConfig (via profileID)
RmonResConfig (via rmonID and profileID)
RmonUser (via rmonID and profileID)
Database table name: RmonResConfig
The Remote Monitoring Resource Configuration table contains the list of the agents (resources) that a remote monitoring supervisor is allowed to monitor (the supervisor’s allowed list). This table is updated when you configure the system through the Unified CCX Administration pages.
Field Name |
Description |
Storage |
---|---|---|
rmonID |
Numeric identifier of the remote supervisor. |
int NOT NULL Primary Key |
resourceLoginID |
The login ID of the resource that the remote supervisor is allowed to monitor. |
nvarchar(50,0) NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
ProfileIDMapping (via ProfileID)
Resource (via resourceLoginID, profileID)
RmonCSQConfig (via rmonID, profileID)
RmonUser (via rmonID, profileID)
Database table name: RmonUser
The Remote Monitoring User table provides information about the supervisor who is logged in to remotely monitor agents.
Field Name |
Description |
Storage |
---|---|---|
rmonID |
Numeric identifier of the remote supervisor. |
int NOT NULL Primary Key |
LoginID |
User login name of the remote supervisor. |
nvarchar(50,0) NOT NULL |
name |
Name of the supervisor. |
nvarchar(50,0) NOT NULL |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
type |
The type of supervisor: 0 = regular supervisor 1 = remote monitoring supervisor |
int NOT NULL |
active |
Determines whether the remote supervisor is active. f = inactive t = active |
boolean NOT NULL |
dateInactive |
Date and time the remote supervisor became inactive. |
datetime year to second NULL |
RmonResConfig (via ProfileID)
RemoteMonitoringDetail (loginID maps to remoteLoginID, via profileID, and rmonID)
RmonCSQConfig (via rmonID and profileID)
RmonResConfig (via rmonID and profileID)
Database table name: RtCSQsSummary
The rtcsqssummary table contains real-time statistics about all configured Contact Service Queues in the system. This table gets updated automatically when real-time snapshot data writing for this table is enabled through the Unified CCX Administration pages (
menu option). The updating frequency is based on the configured data writing interval.
Field Name |
Description |
Storage |
---|---|---|
csqname |
Name of the contact service queue. |
nvarchar(50,0) NOT NULL Primary Key |
loggedinagents |
Number agents who are logged in. |
int NULL |
availableagents |
Number of available (idle) agents. |
int NULL |
unavailableagents |
Number of unavailable agents. |
int NULL |
totalcalls |
Total number of calls. |
int NULL |
oldestcontact |
Oldest contact in the queue. |
int NULL |
callshandled |
Number of calls handled. |
int NULL |
callsabandoned |
Number of calls abandoned. |
int NULL |
callsdequeued |
Number of calls dequeued. |
int NULL |
avgtalkduration |
Average talk duration. |
int NULL |
avgwaitduration |
Average wait duration. |
int NULL |
longesttalkduration |
Longest talk duration. |
int NULL |
longestwaitduration |
Longest wait duration. |
int NULL |
callswaiting |
Number of calls waiting. |
int NULL |
enddatetime |
The date and time that this table data was last updated. |
datetime year to second NULL |
workingagents |
Number of agents who are in the working state. |
int NULL |
talkingagents |
Number of agents who are in the talking state. |
int NULL |
reservedagents |
Number of agents who are in the reserved state. |
int NULL |
startdatetime |
The date and time that this table’s statistics get collected. |
datetime year to second NULL |
convavgtalkduration |
Average talk duration in HH:MM:SS format. |
varchar(25,0) NULL |
convavgwaitduration |
Average wait duration in HH:MM:SS format. |
varchar(25,0) NULL |
convlongesttalkduration |
Longest talk duration in HH:MM:SS format. |
varchar(25,0) NULL |
convlongestwaitduration |
Longest wait duration in HH:MM:SS format. |
varchar(25,0) NULL |
convoldestcontact |
Oldest call in the queue in HH:MM:SS format. |
varchar(25,0) NULL |
Related Tables
None.
Database table name: RtICDStatistics
The RtICDStatistics table contains real-time summary statistics about Unified CCX. This table gets updated automatically when real-time snapshot data writing for this table is enabled through the Unified CCX Administration pages (
menu option). The updating frequency is based on the configured data writing interval.
Field Name |
Description |
Storage |
---|---|---|
type |
Contact Service Queue type that identifies the contact type it services. It can be either voice or e-mail. |
nvarchar(50,0) NOT NULL Primary Key |
totalcsqs |
Number of CSQs configured. |
int NULL |
loggedinagents |
Number of agents who are logged in. |
int NULL |
workingagents |
Number of agents who are in the working state. |
int NULL |
reservedagents |
Number of agents who are in the reserved state. |
int NULL |
talkingagents |
Number of agents who are in the talking state. |
int NULL |
availableagents |
Number of available (idle) agents. |
int NULL |
unavailableagents |
Number of unavailable agents. |
int NULL |
totalcalls |
Total number of calls. |
int NULL |
callswaiting |
Number of calls waiting. |
int NULL |
callshandled |
Number of calls handled. |
int NULL |
callsabandoned |
Number of calls abandoned. |
int NULL |
avgtalkduration |
Average talk duration. |
int NULL |
avgwaitduration |
Average wait duration. |
int NULL |
longesttalkduration |
Longest talk duration. |
int NULL |
longestwaitduration |
Longest wait duration. |
int NULL |
oldestcontact |
Oldest contact in the queue. |
int NULL |
startdatetime |
Data collection starting time. |
datetime year to second NULL |
enddatetime |
Date and time this table was last updated. |
datetime year to second NULL |
convavgtalkduration |
Average talk duration in HH:MM:SS format. |
varchar(25,0) NULL |
convavgwaitduration |
Average wait duration in HH:MM:SS format. |
varchar(25,0) NULL |
convlongesttalkduration |
Longest talk duration in HH:MM:SS format. |
varchar(25,0) NULL |
convlongestwaitduration |
Longest wait duration in HH:MM:SS format. |
varchar(25,0) NULL |
convoldestcontact |
Oldest call in the queue in HH:MM:SS format. |
varchar(25,0) NULL |
Related Tables
None.
Database table name: Skill
The Unified CCX system creates a new record in the Skill table when a skill is set up in the Unified CCX Administration.
A Skill record contains information about a skill. One such record exists for each configured skill.
Field Name |
Description |
Storage |
---|---|---|
skillID |
Numeric identifier of the skill. |
int NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
skillName |
Name of the skill, as set up in the Unified CCX Administration. |
nvarchar(50,0) NOT NULL |
active |
Determines whether the record is active in the Unified CCX system: f —Inactive t —Active A record becomes inactive if the skill is deleted or updated. |
boolean NOT NULL |
dateInactive |
If the active field is “f”, date and time that the record became inactive. |
datetime year to fraction(3) NULL |
ProfileIDMapping (via ProfileID)
ResourceSkillMapping (via skillID and profileID)
SkillGroup (via skillID and profileID)
Database table name: SkillGroup
The Unified CCX system creates a new record in the SkillGroup table when skills are associated with a CSQ in the Unified CCX Administration.
A SkillGroup record describes each skill that is associated with the CSQ.
Field Name |
Description |
Storage |
---|---|---|
skillGroupID |
Numeric identifier of the skill group. |
int NOT NULL Primary Key |
skillID |
Numeric identifier of the skill. |
int NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
competenceLevel |
Minimum acceptable skill level for agents with this skill, as set up in the Unified CCX Administration. Values range from 1 (lowest) to 10 (highest). |
smallint NOT NULL |
active |
Determines whether the record is active in the CSQ: f —Inactive t —Active A record becomes inactive if the new skill group is deleted or updated. |
boolean NOT NULL |
skillWeight |
Skills within a CSQ can be assigned weights. This field is used in the weighted skill calculation of the skill-based resource selection algorithm. Default value is 1. |
int NOT NULL |
skillOrder |
Skills within a CSQ can be ordered. This field is used in the order skill calculation of the skill-based resource selection algorithm. Default value is 1. |
int NOT NULL |
ContactServiceQueue (via skillGroupID and profileID)
ProfileIDMapping (via ProfileID)
Skill (via skillID and profileID)
Database table name: Supervisor
The Supervisor table contains the information about the supervisor.
Field Name |
Description |
Storage |
---|---|---|
recordID |
Numeric identifier of this supervisor. |
int NOT NULL Primary Key |
resourceLoginID |
User ID in the Unified CM configuration. |
nvarchar(50,0) NOT NULL |
managedTeamID |
Team identifier of the managed team. |
int NOT NULL |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
supervisorType |
Type of supervisor for this team 0 = Primary 1 = Secondary |
smallint NOT NULL |
active |
Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated. f = Inactive t = Active |
boolean NOT NULL |
dateInactive |
Date this record was deleted. |
datetime year to second NULL |
Resource (via resourceLoginID and profileID)
ProfileIDMapping (via ProfileID)
Team (managedTeamID maps to teamID, via profileID)
Database table name: Team
The Team table contains information about specific teams.
Field Name |
Description |
Storage |
---|---|---|
teamID |
Numeric identifier for this team. |
int NOT NULL Primary Key |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
teamName |
Name of this team. |
nvarchar(50,0) NOT NULL |
active |
Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated. f = Inactive t = Active |
boolean NOT NULL |
dateInactive |
Date this record was deleted. |
datetime year to fraction(3) NULL |
ProfileIDMapping (via ProfileID)
Resource (teamID maps to assignedTeamID and via profileID)
Supervisor (teamID maps to managedTeamID and via profileID)
TeamCSQMapping (via teamID and profileID)
Database table name: TeamCSQMapping
The TeamCSQMapping table shows the relationship between Teams and CSQs; for example, Team 1 is CSQ3, Team 4 is CSQ10.
Field Name |
Description |
Storage |
---|---|---|
recordID |
Numeric identifier for this record. |
int NOT NULL Primary Key |
csqID |
Numeric identifier for the CSQ. |
int NOT NULL |
teamID |
Numeric identifier for the team. |
int NOT NULL |
profileID |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
active |
Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated. f = Inactive t = Active |
boolean NOT NULL |
dateInactive |
Date this record was deleted. |
datetime year to second NULL |
ContactServiceQueue (csqID maps to contactServiceQueueID, and via profileID)
ProfileIDMapping (via ProfileID)
Team (via teamID and profileID)
Database table name: TextAgentConnectionDetail
The Unified CCX system creates a new record in the TextAgentConnectionDetail table when an agent disconnects a contact or a leg by hanging up or by transferring the contact. A new contact or leg starts each time that a contact is transferred.
The TextAgentConnectionDetail record contains information relating to the agent who handled the contact or leg.
Field Name |
Description |
Storage |
---|---|---|
ContactID |
Alphanumeric identifier for the contact. |
varchar (64,0) NOT NULL Primary Key |
ContactSeqNum |
Contact sequence number that the system assigned to the contact or the leg. Each leg of a contact is assigned a new contact sequence number. To be used later. |
smallint NOT NULL Primary Key |
nodeID |
Numeric identifier for the node. |
smallint NOT NULL |
resourceID |
Numeric identifier for the resource. |
int NOT NULL Primary Key |
startDateTime |
Date and time that the contact or leg entered the system. |
datetime year to fraction (3) NOT NULL Primary Key |
endDateTime |
Date and time that the contact or the leg was transferred or disconnected. |
datetime year to fraction (3) NOT NULL |
qIndex |
A new qIndex is created whenever a Unified CCX contact is conferenced to a Unified CCX route point. To be used later. |
smallint NOT NULL |
acceptTime |
Amount of time, in seconds, that passed from the time a contact or leg was presented to an agent and the agent answered the contact. |
smallint NULL |
talkTime |
Amount of time, in seconds, that passed from the time an agent answered the contact or the leg to the time the contact or the leg was disconnected or transferred, not including hold time. |
smallint NULL |
workTime |
Amount of time, in seconds, that an agent spent in Work State after the contact or the leg. To be used later. |
smallint NULL |
WrapupData |
The contact information that the agent enters after the contact is handled through the Agent Desktop user interface. |
varchar(40,0) NULL |
contactdisposition |
Disposition of the contact. |
smallint NOT NULL Default: 0 |
TextContactDetail (via ContactID, ContactSeqNum, and nodeID)
TextContactQueueDetail (via ContactID, ContactSeqNum, nodeID, and qIndex)
Database table name: TextAgentStateDetail
The Unified CCX system creates a new record in the TextAgentStateDetail table each time the state of the agent changes while the agent is handling chat and email. The TextAgentStateDetail record contains information about the agent and about the event that caused the agent state to change.
Field Name |
Description |
Storage |
---|---|---|
agentID |
Identifier of the agent whose state has changed. |
int NOT NULL Primary Key |
stateChangeDatetime |
Date and time that the chat agent state changed. |
datetime year to fraction (3) NOT NULL Primary Key |
agentStateID |
Event that triggered the chat agent state change: 0—Logon 1—Log off 2—Not available 3—Available 4—Busy 5—Unknown 6—Partial busy 7—Reserved |
smallint NOT NULL Primary Key |
reasonCode |
Code, as written to the database, for the reason that the chat agent changed to Not Ready state or to Log Out state. 32750—Non chat agent 32755—Contact ended 32757—Media handler failure 32760—Login 32763—Contact not accepted 32764—CCX failure 32765—Connection down |
smallint NOT NULL Primary Key |
routingType |
Routing type of the contact or leg: 1—Interactive 2—Non Interactive |
smallint NOT NULL Primary Key |
Resource (via agentID)
Database table name: TextAgentWrapupDetail
The Unified CCX system creates a new record in the TextAgentWrapupDetail table each time the agent enters a Wrap-Up detail.
Field Name |
Description |
Storage |
---|---|---|
ContactID |
Alphanumeric identifier for the contact. |
varchar (64,0) NOT NULL Primary Key |
resourceID |
Numeric identifier for the resource. |
int NOT NULL Primary Key |
reasonID |
Numeric identifier for the reason. |
int NOT NULL |
wrapupTime |
Date and time that the Wrap-Up is applied. |
datetime year to fraction (3) NOT NULL Primary Key |
MediaType |
Type of the media such as email and other media types. 1—Chat 3—Email |
smallint NULL |
Database table name: TextContactDetail
The Unified CCX system creates a new record in the TextContactDetail table for each chat and email contact or leg processed by the system. A new contact or leg starts each time a contact is transferred or redirected.
A TextContactDetail record contains detailed information about the contact or leg. At least one such record will exist for each contact or leg.
Field Name |
Description |
Storage |
---|---|---|
ContactID |
Alphanumeric identifier for this record. |
varchar (64,0) NOT NULL Primary Key |
ContactSeqNum |
Contact sequence number that the system assigned to the contact or the leg. Each leg of a contact is assigned a new contact sequence number. To be used later. |
smallint NOT NULL Primary Key |
nodeID |
Numeric identifier for the node. |
smallint NOT NULL |
contactType |
Type of contact or leg: 1—Incoming. Outside contact received by the Unified CCX system. |
smallint NOT NULL |
mediaType |
Type of the media such as email and other media types. 1—Chat 3—Email |
smallint NOT NULL |
contactDisposition |
Disposition of the contact or the leg. 1—Abandoned 2—Handled 3—Do not care 4—Aborted 8 5—Rejected 6—Cleared 7—Unknown |
smallint NOT NULL |
dispositionReason |
|
varchar(100,0) NULL |
originatorType |
Originator of the contact or the leg: 1—Agent. Contact originated by an agent. 2—Unknown. Contact originated from outside. |
smallint NOT NULL |
originator |
Numeric identifier of the agent who originated the contact or the leg. Used only if originatorType is 1. |
nvarchar(50,0) int NULL |
destinationType |
Destination of the contact or the leg: 1—Agent. Contact presented to an agent. Null if no destination. |
smallint NOT NULL |
destination |
Numeric identifier of the agent who received the contact or the leg. Used only if destinationType is 1. |
nvarchar(50,0) int NULL |
startDateTime |
Date and the time that the contact or the leg is presented to the agent. |
datetime year to fraction (3) NOT NULL |
endDateTime |
Date and time that the contact or the leg is transferred or disconnected. |
datetime year to fraction (3) NOT NULL |
tagID |
The string with which the contact or the leg is tagged. |
nvarchar(50,0) NULL |
TextAgentConnectionDetail (via ContactID, ContactSeqNum, and nodeID)
TextContactQueueDetail (via ContactID, ContactSeqNum, nodeID, and qIndex)
Database table name: TextContactQueueDetail
Field Name |
Description |
Storage |
---|---|---|
ContactID |
Alphanumeric identifier for the contact. |
varchar (64,0) NOT NULL Primary Key |
ContactSeqNum |
Contact sequence number that the system assigned to the contact or the leg. Each leg of a call is assigned a new contact sequence number. To be used later. |
smallint NOT NULL Primary Key |
nodeID |
Numeric identifier for the node. |
smallint NOT NULL |
csqRecordID |
Numeric identifier for the chat and email CSQ. |
int NOT NULL Primary Key |
qIndex |
A new qIndex is created whenever a Unified CCX contact is conferenced to a Unified CCX route point. To be used later. |
smallint NOT NULL Primary Key |
disposition |
|
smallint NULL |
metServiceLevel |
To be used later. |
boolean NULL |
queueTime |
Number of seconds the contact spent in queue for this CSQ and this leg of the contact. |
int NULL |
TextAgentConnectionDetail (via ContactID, ContactSeqNum, nodeID, and qIndex)
TextContactDetail (via ContactID, ContactSeqNum, and nodeID)
ContactServiceQueue (via csqRecordID)
Database table name: TextCustomerDetail
The Unified CCX system creates a new record in the TextCustomerDetails table when a chat and email agent receives the contact.
The TextCustomerDetail table captures customer related information corresponding to the chat and email contact. Maximum 10 customer fields can be persisted in the table. The chat and email customer is advised to limit each field value as per the details mentioned in the below table so that the data truncation will not happen while storing the customer data into the database. Customer can write custom reports on top of this historical reporting table and use the persisted data.
Field Name |
Description |
Storage |
---|---|---|
ContactID |
Alphanumeric identifier for this record. |
nvarchar (64,0) NOT NULL Primary Key |
FieldID1 to FieldID10 |
The unique field IDs corresponding to the field names in the non-voice contact or MediaCustomerDataMapping table. In actual table schema there are 10 individual columns named FieldID1 through FieldID10. |
int NOT NULL |
FieldValue1 to FieldValue5 FieldValue9 to FieldValue10 |
Indicates the field values provided for the corresponding field names in the non-voice contact or MediaCustomerDataMapping table. In actual table schema there are 10 individual columns named FieldValue1 through FieldValue10. |
lvarchar (600) NOT NULL |
FieldValue6 to FieldValue8 |
Indicates the field values provided for the corresponding field names in the non-voice contact or MediaCustomerDataMapping table. In case of email contact the fieldValues 6 to 8 are used for the Agent added email addresses in the CC, BCC and To fields respectively. |
lvarchar (5080) NULL |
InsertionDate |
Indicates the date and time of insertion. |
datetime year to fraction(3) NOT NULL |
ChatUserForm (via fieldID)
TextContactDetail (via ContactID)
MediaCustomerDataMapping (via FieldID)
Database table name: WorkflowTask
A WorkflowTask record contains information about a task or a subtask that runs on the Unified CCX system.
Field Name |
Description |
Storage |
---|---|---|
taskID |
Identifier of the task. |
decimal(18,0) NOT NULL Primary Key |
parentTaskID |
Identifier of the parent task, if the task is a subtask. |
decimal(18,0) NULL |
startDateTime |
Date and the time that the task started executing. |
datetime year to second NULL |
endDateTime |
Date and the time that the task completed executing. |
datetime year to second NULL |
applicationServerID |
Unique identifier assigned to each Unified CCX server in the cluster. |
smallint NOT NULL Primary Key |
AgentConnectionDetail (applicationServerID maps to nodeID)
ContactCallDetail (applicationServerID maps to nodeID)
ContactQueueDetail (applicationServerID maps to nodeID)
ContactRoutingDetail (applicationServerID maps to nodeID)
MonitoredResourceDetail (applicationServerID maps to nodeID)
RemoteMonitoringDetail (applicationServerID maps to nodeID)
Database table name: WrapupCategory
Wrap-Up reason category information is stored in this table. A Wrap-Up Reason is associated with one or more CSQs. This mapping of Wrap-Up Reasons and CSQs is stored separately in wrapupCsqMap table.
Field Name |
Description |
Storage |
---|---|---|
categoryid |
A unique identifier for the Wrap-Up category. |
int NOT NULL Primary Key |
profileid |
Identifier of the Unified CCX profile that is associated with this record. |
int NOT NULL Primary Key |
recordid |
A unique identifier for the record. |
int NOT NULL Primary Key |
name |
The name of the Wrap-Up category. |
nvarchar(160,0) NOT NULL |
type |
The type of interaction for which the Wrap-Up reason is applied. For example, Non-Voice. |
lvarchar(40) NOT NULL |
global |
Indicates whether the Wrap-Up category is tagged at global or CSQ level. |
boolean NOT NULL |
active |
Indicates whether the record is currently active. |
boolean NOT NULL |
dateinactive |
The date and time when the record became inactive. |
datetime year to second NULL |
createdatetime |
The date and time that the record is created. Default value: Current year to second. |
bigint NULL |
Database table name: WrapupReasons
This table stores the details about the Wrap-Up reasons that are configured by the administrator.
Field Name |
Description |
Storage |
---|---|---|
reasonid |
A unique identifier for the Wrap-Up reason. |
int NOT NULL Primary Key |
categoryid |
A unique identifier for the Wrap-Up category. |
int NOT NULL |
reason |
The name of the Wrap-Up reason. |
nvarchar(160,0) NOT NULL |
active |
Indicates whether the record is currently active. |
boolean NOT NULL |
dateinactive |
The date and time when the record became inactive. |
datetime year to second NULL |
createdatetime |
The date and time that the record is created. Default value: Current year to second. |
bigint NULL |
Database table name: WrapupCsqMap
The mapping of Wrap-Up Reasons and CSQs is stored in this table.
Field Name |
Description |
Storage |
---|---|---|
recordid |
A unique identifier for the record. |
int NOT NULL Primary Key |
categoryid |
A unique identifier for the Wrap-up Category. |
int NOT NULL |
csqid |
A unique identifier for the CSQ from the ContactServiceQueue table. |
int NOT NULL |
active |
Indicates whether the record is currently active. |
boolean NOT NULL |
dateinactive |
The date and time when the record became inactive. |
datetime year to second NULL |
createdatetime |
The date and time that the record is created. Default value: Current year to second. |
bigint NULL |
Database table name: EEMActiveEmail
When an email is being processed by an agent, a record for that email is created in the EEMActiveEmail table. The columns in the table are updated as the agent works on the email. When the email is terminated (sent, deleted, requeued), the record is deleted.
The EEMActiveEmail table contains one row for each email message being processed by an agent.
Field Name |
Description |
Storage |
---|---|---|
emailID |
Unique record identifier |
SERIAL NOT NULL Primary Key |
emailUIDOnMailServer |
Identifier for this email message |
nvarchar(20,0) NULL |
fromAddress |
Email address of sender |
lvarchar(320) NULL |
toAddress |
Email address(es) of recipient(s) |
lvarchar(320) NULL |
emailSubject |
Subject line |
Nvarchar(200,0) NULL |
receivedDateTime |
Date the email was received by the mail server, in local time. |
datetime year to second NULL |
receivedDateTimeGmt |
Date the email was received by the mail server (GMT). |
datetime year to second NULL |
EEMQueueId |
Id of email queue email was routed to |
int NULL |
queuedDateTime |
Date the email was placed into the CSQ, in local time. |
datetime year to second NULL |
queuedDateTimeGmt |
Date the email was placed into the CSQ (GMT). |
datetime year to second NULL |
draftUIDOnMailServer |
If message is in draft, the UID of the draft. Currently always blank; reserved for future use |
nvarchar(20,0) NULL |
emailStatusFK |
The email status |
int NULL Foreign Key |
agent |
The agent login name, if an agent is working on this email, otherwise null. |
nvarchar(64,0) NULL |
getDateTime |
Date/Time email was assigned to an agent, in local time. |
datetime year to second NULL |
getDateTimeGmt |
Date/Time email was assigned to an agent (GMT). |
datetime year to second NULL |
inProcessTimeSeconds |
Number of seconds, cumulative, that one or more agents has spent in the processing state for this email. |
int NULL |
Related Tables
EEMEmailStatusDescription (via emailStatusFK)
EEMContactEmailDetail (via emailUIDOnMailServer)
Database table name: EEMContactEmailDetail
When an email message is placed into a CSQ, a record for that email message is created in this table. When the email is assigned to an agent, the agent name column is updated. When the email is terminated (sent, deleted, requeued), the finalDisposition columns are updated.
The EEMContactEmailDetail table contains one row for each email message currently in the system.
Field Name |
Description |
Storage |
---|---|---|
ContactEmailDetailId |
Unique record identifier |
SERIAL NOT NULL Primary Key |
emailUIDOnMailServer |
Identifier for this email message |
nvarchar(20,0) NULL |
fromAddress |
Email address of sender |
lvarchar(320) NULL |
toAddress |
Email address(es) of recipient(s) |
lvarchar(320) NULL |
emailSubject |
Subject line |
Nvarchar(200) NULL |
EEMQueueId |
Id of email queue email was routed to |
int NULL |
receivedDateTime |
Date the email was received by the mail server |
datetime year to second NULL |
receivedDateTimeGmt |
Date the email was received by the mail server (GMT) |
datetime year to second NULL |
receivedReasonFK |
Index into EEMReasonCodeDescription table, the reason code associated with this message |
int NULL |
agent |
The agent login name, if an agent is working on this email, otherwise null. |
nvarchar(64,0) NULL |
finalDispositionTypeFK |
Index into EEMEmailStatusDescription |
int NULL |
finalDispositionDateTime |
Date the email was disposed, in local time, otherwise null. |
datetime year to second NULL |
finalDispositionDateTimeGMT |
Date the email was disposed (GMT), otherwise null. |
datetime year to second NULL |
PeerReviewUID |
New email routed into review queue and gets a new UID. This new UID is stored in PeerReviewUID |
nvarchar(20,0) NULL |
PeerReviewQueueId |
Is a review CSQ, the email routed for peer review. |
int NULL |
normaluID |
- |
nvarchar(20,0) NULL |
EEMReasonCodeDescription (via receivedReasonFK)
EEMEmailStatusDescription (via finalDispositionTypeFK)
Database table name: EEMEmailAgentStateDetail
When an agent makes an email-related state change, the state change is recorded in the EEMEmailAgentStateDetail table. For each state change, there is an "eventStart" and an "eventEnd". The times for these are recorded in the corresponding eventStartDateTime and eventEndDateTime columns. Human-readable descriptions of states and reason codes are found in the EEMReasonCodeDescription and EEMStateDescription tables. Some events (login and logout) have a zero length duration, as the agent immediately moves to another state.
The EEMEmailAgentStateDetail table contains one row for each Email state change for an agent.
Field Name |
Description |
Storage |
---|---|---|
EEMEmailAgentStateDetailId |
Unique record identifier |
SERIAL NOT NULL Primary Key |
emailUIDOnMailServer |
Identifier for this email message |
nvarchar(20,0) NULL |
agent |
The agent login name, if an agent is working on this email, otherwise null. |
nvarchar(64,0) NULL |
eventStartDateTime |
Date/Time that the state started on, in local time |
datetime year to second NULL |
eventStartDateTimeGmt |
Date/Time that the state started on (GMT). |
datetime year to second NULL |
eventEndDateTime |
Date/Time that the state ended on, in local time. Null if the state has not ended. |
datetime year to second NULL |
eventEndDateTimeGmt |
Date/Time that the state started on (GMT). Null if the state has not ended. |
datetime year to second NULL |
stateFK |
ID of the state. |
int NULL Foreign Key |
reasonCodeFK |
Reason code ID, if applicable. Null otherwise. |
int NULL |
EEMQueueId |
The ID of the CSQ the agent was in when this state transition occurred, if applicable, otherwise null. |
int NULL |
emailStatusFK |
The email status |
int NULL Foreign Key |
EEMContactEmailDetail (via emailUIDOnMailServer)
EEMReasonCodeDescription (via reasonCodeFK)
EEMStateDescription (via stateFK)
Database table name: EEMEmailStatusDescription
The EEMEmailStatusDescription table contains descriptive text (in English only) for each possible email status.
Field Name |
Description |
Storage |
---|---|---|
emailStatusId |
Unique record identifier |
int NOT NULL Primary Key |
emailStatusDescription |
Text describing the status |
nvarchar(20,0) NULL |
Database table name: EEMQueueAgentDetail
When an email is assigned to an agent, a record is created in the EEMQueueAgentDetail table. It associates the agent and the email message that the agent is working on. The agent can enter a processing state, and later exit the processing state. The elapsed time the agent is in the processing state, is accumulated in the inProcessTimeSeconds column. When the email is terminated (sent, deleted, requeued), the "endDateTime", endTypeFK, and wrapupData columns are updated.
The human-readable descriptions of the receivedReasonFK and endTypeFK columns are found in EEMReasonCodeDescription and EEMEmailStatusDescription tables.
The EEMQueueAgentDetail table associates an agent and an email message and contains one record for each email message an agent is working on.
Field Name |
Description |
Storage |
---|---|---|
queueAgentDetailSequencingId |
Unique record identifier. |
SERIAL NOT NULL Primary Key |
ContactEmailDetailFK |
ID of a record in EEMContactEmailDetail; refers to the email message belonging to this record. |
int NULL Foreign key |
EEMQueueId |
Id of email queue email was routed to. |
int NULL |
Agent |
The agent login name, if an agent is working on this email, otherwise null. |
nvarchar(64,0) NULL |
queueDateTime |
Date/Time email was placed in the queue, in local time. |
datetime year to second NULL |
queueDateTimeGmt |
Date/Time email was assigned to an agent (GMT). |
datetime year to second NULL |
getEmailDateTime |
Date/Time email was assigned to an agent, in local time. |
datetime year to second NULL |
getEmailDateTimeGmt |
Date/Time email was assigned to an agent (GMT). |
datetime year to second NULL |
endEmailDateTime |
Date/Time email was requeued, sent, or deleted by the agent, in local time. Null if the email was not requeued, sent, or deleted. |
datetime year to second NULL |
endEmailDateTimeGmt |
Date/Time email was requeued, sent, or deleted by the agent (GMT). If email was not requeued, sent, or deleted, then NULL. |
datetime year to second NULL |
receivedReasonFK |
Reason Code ID for why the email was placed in the CSQ. |
int NULL |
endTypeFK |
Reason Code ID for why the email was terminated by the agent. Null if not terminated. |
int NULL Foreign key |
inProcessTimeSeconds |
Total time in seconds the agent spent processing this email message. |
int NULL |
wrapupData |
Wrapup selected by agent when email is terminated. |
nvarchar(40,0) NULL |
EEMContactEmailDetail (via ContactEmailDetailFK)
EEMReasonCodeDescription (via receivedReasonFK)
EEMEmailStatusDescription (via endTypeFK)
Database table name: EEMReasonCodeDescription
The EEMReasonCodeDescription table contains descriptive text (in English only) for each possible reason code.
Field Name |
Description |
Storage |
---|---|---|
reasonCodeId |
Unique record identifier |
int NOT NULL Primary Key |
reasonCodeDescription |
Text describing the reason code |
nvarchar(20,0) NULL |
Database table name: EEMStateDescription
The EEMStateDescription table contains descriptive text (in English only) for each e-mail state.
Field Name |
Description |
Storage |
---|---|---|
stateId |
Unique record identifier |
int NOT NULL Primary Key |
stateDescription |
Text describing the state |
nvarchar(20,0) NULL |
Database table name: EEMTablesVersion
The EEMTablesVersion table contains a single row indicating the version of the EEM database tables. This is used when upgrading from a previous version.
Field Name |
Description |
Storage |
---|---|---|
version |
The current database version number |
int NOT NULL |
updateDate |
Date/time of install or upgrade |
datetime year to second NOT NULL |