Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.0(1)
Database Rules
Downloads: This chapterpdf (PDF - 1.28MB) The complete bookPDF (PDF - 8.15MB) | The complete bookePub (ePub - 1.85MB) | Feedback

Database Rules

Database Rules

Blended Agent Tables (Outbound Option)

To see a list and an illustration of the Blended Options tables, see Blended Agent (Outbound Option).

With the optional Outbound Option feature, you can configure a contact center for automated inbound and outbound calling activities.

The Blended Agent Options (see Blended_​Agent_​Options) contains all options that are global to a Blended Agent deployment, such as time parameters for calling a contact.

Campaign and Query Rules

A campaign delivers outgoing calls to agents for a specific purpose or goal. The goal might be to send a particular message (for example, to invite current clients to take advantage of a new service) or make a particular query (for example, to inquire about an account).

A query rule is a SQL filter function that selects contact records and associates those records with a campaign. Contact records are selected from import lists you provide to the Blended Agent software.

The Campaign (see Campaign) contains information for all the campaigns defined in a Outbound Option implementation. (There is a single row for every configured campaign.)

The Campaign Half Hour (see Campaign_​Half_​Hour) provides historical reporting for campaign attributes.

The Campaign Query Rule (see Campaign_​Query_​Rule) is a cross-reference table between the Campaign table and the Query Rule Table.

The Campaign Skill Group (see Campaign_​Skill_​Group) is a cross-reference table between Campaign table and the Skill Groups table. It defines the association between skill groups and campaigns.

The Campaign Target Sequence (see Campaign_​Target_​Sequence) contains the target type and sequence with which numbers are dialed within a campaign.

The Campaign Query Rule Real Time (see Campaign_​Query_​Rule_​Real_​Time) and Campaign Query Rule Half Hour (see Campaign_​Query_​Rule_​Half_​Hour) provide statistics on particular Campaign-Query Rule combinations.

The Query Rule Clause (see Query_​Rule_​Clause) contains the SQL rules associated with each query rule. There is a single row for each configured query rule.

The Query Rule (see Query_​Rule) is a cross-reference table between Query Rule Clause table and the Import Rule table.

Import Rules

An import rule defines how Blended Agent imports data from an import list into a contact table. The information in the contact table can then be used to build a dialing list.

An import list is a raw set of customer contacts (in text file format) that can be imported into a contact table and used to build a dialing list. The import list may also be referred to as an import file or a contact file. The import list is associated with a particular campaign and query rule.

The Import Rule (see Import_​Rule) contains a list of all the import rules and their associated import lists.

The Import Rule Real Time (see Import_​Rule_​Real_​Time) and the Import Rule History (see Import_​Rule_​History) contain statistics on the Outbound Option imports and the success rate of the imports.

The Import Rule Clause (see Import_​Rule_​Clause) defines the portions of an import list to be imported by the Blended Agent Import Rule process.

Dialers

The dialer is is used in Outbound Option to define the relationship between skill groups, the ACDs to which they are connected, and the ports on a dialer board. The settings you assign to the dialer control how it handles dialing from your location and how it responds to answering machines or human voices. Several database tables control dialer configuration and record statistics.

The Dialer (see Dialer) contains configuration information for each dialer in a Outbound Option implementation.

The Dialer Port Map (see Dialer_​Port_​Map) maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to dialer ports.

Two reporting tables, Dialer Real Time (see Dialer_​Real_​Time) and Dialer Half Hour (see Dialer_​Half_​Hour) provide statistics for reporting on dialer execution.

Two reporting tables, Dialer Skill Group Real Time (see Dialer_​Skill_​Group_​Real_​Time) and Dialer Skill Group Half Hour (see Dialer_​Skill_​Group_​Half_​Hour) provide reports on campaigns running on a dialer.

The Dialer Detail (see Dialer_​Detail) is an historical table that saves detailed dialer records that allow for better troubleshooting and tracking of dialer attempts, agent-skipped calls, and termination codes.

Device Tables

To see a list and an illustration of the Device tables, see Device.

A Logical Interface Controller (see Logical_​Interface_​Controller) is either a Peripheral Gateway (PG) or a Network Interface Controller (NIC) .

Each logical interface controller maps to a Physical Interface Controller (see Physical_​Interface_​Controller). If NICs are duplexed, each NIC in the duplexed pair maps to a separate Physical Interface Controller. A duplexed pair of PGs share a single Physical Interface Controller.

A Routing Client (see Routing_​Client) is a service, such as AT&T, MCI, or Sprint, or a switch within a private network. If a logical interface controller is a NIC, it has one or more associated routing clients. If a logical interface controller is a PG, it may have one or more associated routing clients (if peripherals managed by the PG support Post-Routing)

Each routing client may have one or more associated Dial Number Plans (see Dial_​Number_​Plan).

A Peripheral (see Peripheral) is an ACD, PBX, or VRU . Each peripheral is associated with a Peripheral Gateway.

Trunks

Each peripheral has one or more Trunk Groups (see Trunk_​Group). The public telephone network may group trunks differently, so each PG may have one or more Network Trunk Groups (see Network_​Trunk_​Group).

Each Trunk Group contains one or more Trunks. Each trunk belongs to one trunk group.

Statistics

At Five-Minute intervals status information is produced for each Routing Client (see Routing_​Client).

Statistics are produced for each Trunk Group in Real-Time, at Five-Minute intervals, and every Half-hour. Statistics are also produced for each Network Trunk Group in Real-Time and at Half-hour intervals.

Each Peripheral can have a Default Route (see Route) that is used to account for calls at the peripheral that are not associated with any other route.

Real-time statistics are generated for each Peripheral.

For some peripheral types, you must specify what entities to collect data for by including them in the Peripheral Monitor (see Peripheral_​Monitor).

Multiple PIM Types

The Unified ICM PG can support multiple device types (for example, ACDs and VRUs). Each device type requires a separate Peripheral Interface Manager (PIM). In cases where ACD and VRU PIMs are controlled by the same PG, you must specify how VRU ports map to ACD ports or trunks.

Service Level Threshold

The Service Level Threshold (see Service_​Level_​Threshold) contains information on how the system software calculates the service level. Each row defines the service level threshold default values for a particular Peripheral-Media Routing Domain pair.

Enterprise Tables

To see an illustration and a list of the Enterprise tables, see Enterprise.

Each Route (see Route) can belong to one or more Enterprise Routes (see Enterprise_​Route).

The Enterprise Route Member (see Enterprise_​Route_​Member) maps Routes to Enterprise Routes.

Each Skill Group (see Skill_​Group) can belong to one or more Enterprise Skill Groups (see Enterprise_​Skill_​Group).

The Enterprise Skill Group Member (see Enterprise_​Skill_​Group_​Member) maps Skill Groups to Enterprise Skill Groups.

Each Service (see Service) can belong to one or more Enterprise Services (see Enterprise_​Service).

The Enterprise Service Member (see Enterprise_​Service_​Member) maps services to enterprise services.

Each Peripheral Gateway (PG) can have one or more associated Service Arrays (see Service_​Array).

Each Service Array (see ) Service_​Array contains one or more Services (see Service); but all services in an array must be from peripherals associated with the same PG.

The Service Array Member (see Service_​Array_​Member) maps Services (see Service) to Service Arrays.

Media Routing Tables

To see an illustration and a list of the Media Routing tables, see Media Routing.

Application_​Instance contains configuration data about external application instances. The data in this table enables the system software to identify application instances and grant them access to the Configuration Management Service (CMS).

Application_​Path defines a path from a registered application instances to a CTI Server. Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the system software.

Application_​Path_​Real_​Time provides real-time status and connection data for application paths.

Application_​Path_​Member defines the Media Routing Domains (MRDs) that use a particular application path.

Media Class is a combination or single instance of physical media that are to be treated as a single concept by Unified ICM/Unified CCE software.

Media_​Class defines a type of media class. This table is populated initially with default media classes.

Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a common communication medium.

Media_​Routing_​Domain describes a single implementation of a media class. For example, a media class such as Cisco single-session chat might have one or more Media Routing Domains (MRDs) defined. These MRDs would all be of the same media class. However, they might be on different servers or handle slightly different types of requests.

Route Tables

To see an illustration and a list of all tables in the Route category, see Route.

Unified ICM/Unified CCE selects a Route (see Route) for each call. The route specifies a service for the call and a skill target to handle the call. A skill target is a service, skill group, agent, or translation route.

The Network Target (see Network_​Target) specifies a destination for a call. A network target can be an Announcement (see Announcement), a Peripheral Target (see Peripheral_​Target) or a Scheduled Target (see Scheduled_​Target). A peripheral target is a trunk group on which to deliver the call and a DNIS value to send with it. A scheduled target is a destination for which the Unified ICM/Unified CCE knows only the number of scheduled resources and the number of calls in progress. For each scheduled target, the Unified ICM/Unified CCE maintains Scheduled Target Real Time data.

The routing client presents the Unified ICM/Unified CCE with a Dialed Number (see Dialed_​Number). A dialed number can be an 800 number such as 800-555-1234, or a string such as "RTE.007." Each Dialed Number can have a default route.

A route is associated with one or more Network Targets. The network target has one or more associated Labels. A label is the string that is passed back to the network to indicate the appropriate target. The Dialed Number Label (see Dialed_​Number_​Label) indicates which labels are valid for each dialed number (or you can choose to make all labels valid for a routing client valid for all of that routing client's dialed numbers).

For each route, statistics are produced in Real Time, every Five Minutes, and every Half-hour.

A Route Call Detail (see Route_​Call_​Detail) record is produced immediately after the Unified ICM/Unified CCE determines a route. This records information about the request and the route determined by the Unified ICM/Unified CCE.

A Termination Call Detail (see Termination_​Call_​Detail) record is produced at the end of each call. Data for this record comes from the Peripheral Gateway . It provides information about how the call was handled at the peripheral. The Route Call Detail and Termination Call Detail are linked by the Day and RouterCallKey fields.

A script may direct a call to a Network VRU (see Network_​Vru) associated with the routing client. The script returns a label to the routing client. It may also specify a Network Vru Script (see Network_​Vru_​Script) to be executed by the VRU.

Schedule Tables

To see an illustration and a list of all tables in the Schedule category, see Schedule.

With the optional Schedule Import feature, you can import schedules for each agent, skill group, and service from a workforce management system.

Schedule contains one entry for each schedule.

Schedule_​Import contains the actual scheduling data for various time periods. Schedule_​Import_​Real_​Time contains the scheduling data that is currently in effect.

Schedule_​Source indicates where the data are imported from. Schedule_​Map gives the primary key value for the scheduling data in the source.

ICR_​View indicates how the Schedule Import records for a schedule are to be interpreted.

View_​Column indicates how to interpret each field in Schedule Import

Import_​Schedule defines import processes to be run automatically at specified times.

Import_​Log contains information about these import processes.

A schedule may recur daily, weekly, monthly, etc. The Recurring Schedule Map describes a recurrence pattern for a schedule.

Script Tables

To see an illustration and a list of all tables in the Script category, see Script.

The Unified ICM/Unified CCE classifies each incoming call into a Call Type (see Call_​Type) based on a Dialed Number Map (see Dialed_​Number_​Map). The mapping considers the dialed number, caller-entered digits, and calling line ID. The calling line ID can be specified as a specific number, a wildcard, or a Region (see Region) composed of Prefixes. Each routing client may have a Default Call Type (see Default_​Call_​Type).

A script is a series of steps executed to determine the best route for a call or to perform periodic administrative actions. You can create several versions of each script. General information about each script is stored in the Master Script (see Master_​Script). Specific information about each version is stored in the Script (see Script). The binary representation of the script version is stored in the Script Data (see Script_​Data) table. Each Script version has a Cross Reference for each database entity that it references.

A Call Type Map (see Call_​Type_​Map) associates one or more routing scripts to the call type based on a schedule of when each script is active. An Admin Script Schedule Map (see Admin_​Script_​Schedule_​Map) schedules a periodic administrative script. For each script version, Real Time and Five-Minute data are produced. Also, Real-Time data are produced for each call type.

You can define User Variables (see User_​Variable) that you can set and reference in scripts. Optionally, you can define Persistent Variables (see Persistent_​Variable) that retain their values between script invocations. You can also define custom functions that are stored as User Formulas (see User_​Formula). The expression associated with a custom function is stored in User Formula Equation (see User_​Formula_​Equation).

With the optional Gateway feature, a script can communicate with an external application. An Application Gateway (see Application_​Gateway) represents such an external application. Each side of the Central Controller can maintain a separate Connection for each Application Gateway. Unified ICM/Unified CCE software also maintains Global default values for Application Gateway connections. Half-hour data are produced for each Application Gateway.

With the optional Gateway SQL feature, a script can query an external database. The tables that can be accessed are stored in Script Table (see Script) and the specific columns in Script Table Column (see Script_​Table_​Column).

The Script Queue Real Time (see Script_​Queue_​Real_​Time) contains data on how tasks are processed in a script queue.

Security Tables

To see an illustration and a list of all tables in the Security category, see Security.

You might choose to restrict access to some objects in the Unified ICM/Unified CCE database to specific users, specific groups of users, or to a specific entity (such as a division within a company). The enterprise consists of one or more entities. The Business Entity (see Business_​Entity) defines the entities within an enterprise.

The User Group (see User_​Group) defines groups of users or individual users who have specific access rights. If a row in the User Group table defines a group, each user who is a member of that group is configured in the User Group Member (see User_​Group_​Member). Unified ICM/Unified CCE software also uses the Sec Group (see Sec_​Group) and Sec User (see Sec_​User) to track the state of user groups. The User Supervisor Map (see User_​Supervisor_​Map) is used to allow an agent to log in as a Supervisor.

The Feature Control Set (see Feature_​Control_​Set) defines the different feature sets that may be used by different users. One set of features may be mapped to multiple users.

Each individual item for which the Unified ICM/Unified CCE software controls access is an object. The Object List (see Object_​List) contains information about these objects. The Ids (see Ids) contains information about row-level security for objects. The Object Security (see Object_​Security) defines the access that specific user groups have for specific objects.

The User Security Control (see User_​Security_​Control) defines the access that specific users have for specific objects. The possible access levels for each object are defined in the Object Access Xref (see Object_​Access_​Xref). The Unified ICM/Unified CCE software uses the Group Security Control as an intermediate table to build User Security Control records.

A category of objects on which access is controlled is a class. The Class List (see Class_​List) defines these categories. The Class Security (see Class_​Security) specifies the level of access a user group has to a specific class. The access levels that are available for a class are specified in the Class Access Xref (see Class_​Access_​Xref).

The ClassID To ObjectType (see ClassID_​To_​ObjectType) defines the mapping of classes to objects.

Skill Target Tables

To see an illustration and a list of the Skill Target tables, see Skill Target.

Peripheral Targets

Each peripheral can have many Services (see Service), Agents, Skill Groups, and Translation Routes (see Translation_​Route). These entities are collectively known as Skill Targets (see Skill_​Target).

Each agent can be assigned to an team of agents (see Agent_​Team). Teams are for monitoring purposes only; they are not used for routing calls. The Agent Team Member (see Agent_​Team_​Member) maps agents to teams.

The Agent Team Supervisor (see Agent_​Team_​Supervisor) is a configuration table that specifies the mapping of supervisors to agent teams.

For agents that are not associated with an ACD, you can define Agent Desk Settings (see Agent_​Desk_​Settings), which specify features available and how the Unified ICM handles certain state changes for an agent.

A Person (see Person) record provides primary identification and authentication for all system users, including both agents and administrators.

Each service has one or more associated skill groups. Each skill group can be associated with one or more service. The Service Member (see Service_​Member) maps skill groups to services.

Each Skill Group has one or more member agents. Each agent can be associated with one or more skill groups. The Skill Group Member (see Skill_​Group_​Member) maps agents to skill groups.

For some peripherals, a base Skill Group can have multiple related Skill Groups with different priorities.

Statistics

Real-Time statistics are produced for each Agent (see Agent), Skill Group (see Skill_​Group), Service (see Service, and each Skill Group Member (see Skill_​Group_​Member).

At Five-Minute intervals statistics are produced for each Skill Group (see Skill_​Group) and Service (see Service).

Every Half-hour, statistics are produced for each Skill Group (see Skill_​Group), Service (see Service), and Translation Route (see Translation_​Route).

For each agent, the Unified ICM/Unified CCE software maintains a State Trace, which tracks the states an agent has been in. When an agent logs out, the Unified ICM/Unified CCE software creates an Agent Logout record (see Agent_​Logout).

System Tables

To see an illustration and a list of the System tables, see System.

Application_​Event contains information about application events generated by the Unified ICM/Unified CCE software. This is a subset of the events reported in the Event table.

AWControl maintains information about the Admin Workstation and its local database.

Config_​Message_​Log contains database system information.

Controller_​Time contains the current time as kept by the Central Controller.

Event contains information about system events generated by the Unified ICM/Unified CCE software.

ICR_​Globals contains some general information about the system.

ICR_​Locks contains a row for each database lock currently held.

Logger_​Admin maintains information about scheduled administration jobs run on the central database by the Unified ICM/Unified CCE software.

Logger_​Meters contains performance information about the Logger process.

Logger_​Type specifies the type of Logger (that is, standard, Customer ICM (CICM)) , or Network Applications Manager (NAM) and, if the Logger is a NAM Logger, whether or not the NAM is a slave NAM.

Machine_​Info lists the machines in Simplified Configuration deployments

Next_​Available_​Number identifies the next available unique integer ID value for a specific database table.

Recovery contains internal status about each table in the database.

Region_​Info specifies which prefixes and regions are pre-defined by the Unified ICM/Unified CCE software.

Rename is an internal table.

Version records the current versions of the Unified ICM/Unified CCE schema installed in the central and local databases.

User Preferences Tables

To see an illustration and a list of the User Preferences tables, see User Preferences.

Tables in the User Preferences group are used to create custom tool sets and desktop appearances for users of the system software.

The "Cfg" tables control the desktop settings, or appearance, of Configuration Manager tool, which allows users to define desktop settings, and to view, edit, or delete the records of existing desktop settings.

Cfg_​Mngr_​App_​Snapshot_​State defines a specific state of the Unified ICM Configuration Manager that a user has saved. Information from this table is used to reconstruct the Unified ICM Configuration Manager state when the Administration & DataServer is restarted.

Cfg_​Mngr_​User_​Desktop_​Snap retains information on the current Configuration Manager state for a particular user.

Cfg_​Mngr_​User_​Menu holds information that describes the default and custom menus in use for each user of the Configuration Manager.

Cfg_​Mngr_​View holds the information necessary to produce the tree view structure for multiple default and custom menus within the Unified ICM Configuration Manager.

Cfg_​Mngr_​User_​Settings holds specific Unified ICM Configuration Manager settings for each user of the Configuration Manager tool. Each row in this table specifies the personal settings for one user (for example, whether or not the user want to save the Configuration Manager desktop settings in place when Configuration Manager is closed).

Cfg_​Mngr_​Globals contains a single record that stores version information about the menu system that Unified ICM Configuration Manager is currently using.

VRU Micro-applications Tables

To see an illustration and a list of the VRU Micro-Applications tables, see VRU Micro-application.

Vru_​Currency contains a list of currencies supported by VRU micro-applications.

Vru_​Defaults contains a single row of data that contains the default values for a particular VRU micro-application.

Vru_​Locale contains a list of locales (a locale is a combination of language and country) supported by VRU micro-applications.