Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1)

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Book Title

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1)

Chapter Title

All Tables

Results

Updated:
July 7, 2021

Chapter: All Tables

All Tables

Admin_Script_Schedule_Map

This table is in the Script category (see Script). For database rules, see Script Tables.

Each row describes the schedule associated with an administrative script.

Use the Administrative Manager facility of the Script Editor to add, update, and delete Admin_Script_Schedule_Map records.

Related tables

Table 1. Indexes for Admin_Script_Schedule_Map Table

index_name

index_description

index_keys

XPKAdmin_Script_Schedule_Map

Primary key

MasterScriptID, SequenceNumber

Table 2. Fields in Admin_Script_Schedule_Map Table

Name

Description

Data Type

Keys and NULL Option

DayFlags

A bitmask specifying the days on which the script is executed.

To see values, see Days.

DBINT

NOT NULL

DayOfMonth

Indicates to which day of month the schedule applies.

To see values, see Days.

DBSMALLINT

NOT NULL

DayPosition

In conjunction with DayType, the position of a day within a month.

To see values, see Days.

DBSMALLINT

NOT NULL

DayType

Indicates to which day the schedule applies.

To see values, see Days.

DBSMALLINT

NOT NULL

Description

Additional information about the schedule.

DESCRIPTION

NULL

EndDay

The day of the month on which the schedule expires. The value is 0 if the schedule has no end date.

DBSMALLINT

NOT NULL

EndHour

The hour of the day at which the schedule expires. The value is 0 if the schedule has no end time.

DBSMALLINT

NOT NULL

EndMinute

The minute of the hour at which the schedule expires. The value is 0 if the schedule has no end time.

DBSMALLINT

NOT NULL

EndMonth

The month in which the schedule expires. The value is 0 if the schedule has no end date.

DBSMALLINT

NOT NULL

EndSecond

The second of the minute at which the schedule expires. The value is 0 if the schedule has no end time.

DBSMALLINT

NOT NULL

EndYear

The year in which the schedule expires. The value is 0 if the schedule has no end date.

DBINT

NOT NULL

MasterScriptID

The scheduled administrative script.

DBINT

PK, FK

NOT NULL

MonthOfYear

Indicates to which month the schedule applies:

  • 0 = Applies to every month

  • 1-12 = Specifies the month of year

DBSMALLINT

NOT NULL

Recurrence

The granularity of the script frequency interval:

  • 0 = hours

  • 1 = minutes

  • 2 = seconds

DBSMALLINT

NOT NULL

RecurrenceFreq

Specifies how many recurrence intervals occur between successive executions.

DBINT

NOT NULL

SequenceNumber

Index for schedules associated with a specific master script.

DBINT

PK

NOT NULL

StartDay

The day of the month on which the schedule goes into effect (1 through 31).

DBSMALLINT

NOT NULL

StartHour

The hour of the day at which the schedule goes into effect.

DBSMALLINT

NOT NULL

StartMinute

The minute of the hour at which the schedule goes into effect.

DBSMALLINT

NOT NULL

StartMonth

The month in which the schedule goes into effect (1 through 12).

DBSMALLINT

NOT NULL

StartSecond

The second of the minute at which the schedule goes into effect.

DBSMALLINT

NOT NULL

StartYear

The year in which the schedule goes into effect

DBINT

NOT NULL

Type

The type of schedule.

DBSMALLINT

NOT NULL

Agent

This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target. To see database rules for these tables, see Skill Target Tables.

It contains one record for each agent (a person capable of answering calls). Each agent is associated with a specific peripheral (ACD) and can be a member of one or more skill groups.

Use Configuration Manager to add, update, and delete Agent records.

Related Tables

Table 3. Indexes for Agent Table

index_name

index_description

index_keys

XPKAgent

Primary key

SkillTargetID

XAK1Agent_Map

Unique key

PeripheralID, PersonID

XAK2Agent

Unique key

PeripheralID, PeripheralNumber

XIE2Agent

Inversion key

AgentDeskSettingsID

XIE3Agent

Inversion key

ScheduleID

XIE4Agent

Inversion key

EnterpriseName

Table 4. Fields in Agent Table

Name

Description

Data Type

Keys and NULL Option

AgentDeskSettingsID

Identifies the agent desk settings associated with the agent.

DBINT

FK, IE-2

NULL

AgentStateTrace

Indicates whether the software collects agent state trace data for the agent:

  • Y = Yes

  • N = No

DBCHAR

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

ConfigParam

A string of parameters the software sends to the peripheral to initialize the agent.

varchar(255)

NULL

DefaultSkillGroup

Provides different agents on the same peripheral the ability to have calls reported against a unique default skill group. For all calls where the peripheral default skill group would normally be used (agent-initiated outbound calls, or inbound calls queued to an agent when a skill group is not provided), the DefaultSkillGroup would be used instead.

DBINT

NULL

Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR

NOT NULL

Description

Additional information about the agent.

DESCRIPTION

NULL

EnterpriseName

An enterprise name for the agent that is unique within the enterprise. You might form the name by combining the agent's first and last name with the name of the peripheral.

In a Unified CCE deployment, this is the value that appears in the Cisco Unified Intelligence Center Agent Report Value List.

For custom reporting, you may want to use the agent person LoginName (as is used for Packaged CCE), or agent last name/first name as a friendlier user representation.

VNAME32

IE-4

NOT NULL

PeripheralID

Foreign key from the Peripheral table.

DBSMALLINT

AK-1, AK-2, FK

NOT NULL

PeripheralName

The name of the agent as known to the peripheral.

VNAME32

NULL

PeripheralNumber

The agent's login ID assigned at the switch.

varchar(32)

AK-2

NOT NULL

PersonID

Foreign key from the Person table.

DBINT

AK-1, FK

NOT NULL

ScheduleID

Identifies an imported schedule associated with the agent.

DBINT

FK, IE-3

NULL

SkillTargetID

An identifier that is unique among all skill targets in the enterprise.

DBINT

PK, FK

NOT NULL

SupervisorAgent

Indicates whether an agent is a supervisor.

  • Y = Yes, agent is a supervisor

  • N = No, agent is not a supervisor

DBCHAR

NOT NULL

TemporaryAgent

Indicates whether the agent is a temporary agent created by the CallRouter:

  • Y = Yes, created by the CallRouter

  • N = No, not created by the CallRouter

DBCHAR

NOT NULL

UserDeletable

Indicates if the record can by deleted by a user. Default is Y.

DBCHAR

NOT NULL

Agent_Attribute

This table defines the attributes that belong to an agent. For change stamp purposes, the parent table is Agent.


Note

  • You can add or delete individual agents, or delete all agents from this table.

  • Attributes do not require a value. Queue memberships are solely based on the attributes that belong to an agent.

Related Tables

Table 5. Indexes for Agent_Attribute Table

index_name

index_description

index_keys

XPKAgent_Attribute

Primary key

SkillTargetID, AttributeID

XIE1Agent_Attribute

Inversion key

AttributeID, AttributeValue
Table 6. Fields in Agent_Attribute Table

Name

Description

Data Type

Keys and NULL Option

AttributeID

Foreign key to the Attribute table, and part of the primary key.

DBINT

PK, IE-1

NOT NULL

AttributeValue

Value of this attribute.

varchar(255)

IE-1

NULL

Description

Description

DESCRIPTION

NULL

SkillTargetID

Foreign key to the Agent table, and part of the primary key.

DBINT

PK

NOT NULL

Agent_Desk_Settings

This table is part of the Skill Traget category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Each row defines the features available to an enterprise agent and state changes for the agent. Use Unified ICM Configuration Manager to add, update, and delete Agent_Desk_Settings records.

Related tables

  • Agent (through AgentDeskSettingsID)

  • Peripheral (through AgentDeskSettingsID)

Table 7. Indexes for Agent_Desk_Settings Table

index_name

index_description

index_keys

XPKAgent_Desk_Settings

Primary key

AgentDeskSettingsID

XAK1Agent_Desk_Settings

Unique key

EnterpriseName

Table 8. Fields in Agent_Desk_Settings Table

Name

Description

Data Type

Keys and NULL Option

AgentCanSelectGroup

Indicates if the agent can select which groups they are logged on to.

DBCHAR

NOT NULL

AgentDeskSettingsID

A unique identifier for the agent desk settings.

DBINT

PK

NOT NULL

AgentToAgentCallsAllowed

Indicates if calls to other agents are allowed:

  • Y = Yes, calls to other agents are allowed.

  • N = No, calls to other agents are not allowed.

DBCHAR

NOT NULL

AutoAnswerEnabled

Indicates if calls to the agent are automatically answered:

  • Y = Yes, calls automatically answered.

  • N = No, calls are not automatically answered.

DBCHAR

NOT NULL

AutoRecordOnEmergency

Specifies whether to automatically record or not record when an emergency call request started:

  • 0 = Do not automatically record

  • 1 = Automatically record

DBINT

NULL

AvailAfterIncoming

Indicates whether to automatically consider the agent available or not available after handling an incoming call.

This field is not configurable.

DBCHAR

NOT NULL

AvailAfterOutgoing

Indicates whether to automatically consider the agent available or not available after handling an outbound call.

This field is not configurable.

DBCHAR

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DefaultDevicePortAddress

Optional value to override the default port address for the agent telephony device.

VNAME32

NULL

Description

Additional information about the desk settings.

DESCRIPTION

NULL

EmergencyCallMethod

Indicates whether Unified CCE creates a consultative call or a blind conference call for an emergency call request:

  • 0 = Consultative call

  • 1 = Blind conference call

DBINT

NULL

EnterpriseName

An enterprise name for the agent desk settings that is unique within the enterprise.

VNAME32

AK-1

NOT NULL

IdleReasonRequired

Indicates if the agent must enter a reason before entering the Idle state:

  • Y = Yes, agent must enter a reason.

  • N = No, agent does not need to enter a reason.

DBCHAR

NOT NULL

LogoutNonActivityTime

Number of seconds on non-activity at the desktop after which the software automatically logs out the agent.

DBINT

NULL

LogoutReasonRequired

Indicates if the agent must enter a reason before logging out:

  • Y = Yes, agent must enter a reason.

  • N = No, agent does not need to enter a reason.

DBCHAR

NOT NULL

MultilineAgentControl

Reserved for future use.

Default value is 0.

DBINT

NOT NULL

MultilineAgentStateBehavior

Reserved for future use.

Default value is 0.

DBINT

NOT NULL

NonACDCallsAllowed

Reserved for future use.

DBCHAR

NOT NULL

OutboundAccessInternational

Indicates if the agent can initiate international calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessOperatorAssisted

Indicates if the agent can initiate operator assisted calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessPBX

Indicates if the agent can initiate outbound PBX calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessPrivateNet

Indicates if the agent can initiate calls through the private network:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessPublicNet

Indicates if the agent can initiate calls through the public network:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

QualityRecordingRate

Indicates how frequently calls to the agent are recorded.

DBINT

NULL

RecordingMode

(For future use.) Specifies if the call requests are routed through the Cisco Communication Manager PIM. The default is 0, which means that call requests do not get routed through the Cisco Communication Manager PIM.

DBINT

NULL

RemoteAgentType

Determines how mobile agents who use this dial plan are handled.

Values are:

0 = local agent, no remote access allowed. This is the default

1 = use call by call mobile agent routing.

2 = use nailed connection for mobile agent routing

3 = agent chooses call by call or nailed connection at login.

DBSMALLINT

NOT NULL

RemoteLoginWithoutDesktop

Y or N.

If Y, mobile agent is permitted to login without a desktop.

DBCHAR

NOT NULL

RingNoAnswerDialedNumberID

Provides the dialed number identifier for the new re-route destination in case of a ring-no-answer.

DBINT

NULL

RingNoAnswerTime

Number of seconds a call may ring at the agent station before being redirected.

Note 

For Unified CCE deployments with CVP, configure Ring No Answer (RNA) timeout in CVP only. This removes the requirement to manually align the relevant CVP and Unified CCE timer configuration. If you configure Ring No Answer timeout on CVP, you need not configure RNA timeout in Unified CCE. To configure RNA time in CVP, see the Patterns for RNA timeout on outbound SIP calls section in the CVP OAMP console. After a CVP requery due to the RNA condition, once the call is revoked, the agent is transitioned to the not ready state. For non-CVP based Unified CCE deployments, you must configure RNA timeout in Unified CCE (using the Agent Desk Settings List Tool on the CCE Administration Workstation).

DBINT

NULL

SilentMonitorAudibleIndication

Specifies whether an audio click sounds when silent monitoring is started:

  • 1 = An audible click sounds.

  • 0 = An audible click does not sound.

DBINT

NULL

SilentMonitorWarningMessage

Specifies whether a warning message box appears on the agent's desktop when silent monitoring is started:

  • 1 = A warning message box appears.

  • 0 = A warning message box does not appear.

DBINT

NULL

SupervisorAssistCallMethod

Indicates whether Unified CCE Enterprise creates a consultative call or a blind conference call for the supervisor assistance request:

  • 0 = Consultative call

  • 1 = Blind conference

DBINT

NULL

SupervisorCallsAllowed

Indicates if the agent can initiate supervisor assisted calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

WorkModeTimer

Specifies the auto wrap-up time out. The default value is 0 (auto wrap-up is disabled).

DBINT

NULL

WrapupDataIncomingMode

Indicates if the agent is allowed or required to enter wrap-up data after an inbound call:

  • 0= Required

  • 1 = Optional

  • 2= Not allowed

  • 3= Required with wrap-up data

DBINT

NOT NULL

WrapupDataOutgoingMode

Indicates if the agent is allowed or required to enter wrap-up data after an outbound call:

  • 0= Required

  • 1 = Optional

  • 2= Not allowed

DBINT

NOT NULL

Agent_Distribution

This is one of the Peripheral Detail tables in the Device category. For more information, see Device. For database rules, see Device Tables.

Each row indicates whether to send real-time and historical agent data from a specific peripheral to a specific Administration & Data Server.

Use Unified ICM Configuration Manager to add, update, and delete Agent_Distribution records.

Related tables

Table 9. Indexes for Admin_Distribution Table

index_name

index_description

index_keys

XPKAgent_Distribution

Primary key

AgentDistributionID

XAK1Agent_Distribution

Unique key

PeripheralID, DistributorSiteName

Table 10. Fields in Agent_Distribution Table

Name

Description

Data Type

Keys and NULL Option

AgentDistributionID

A unique identifier for the agent distribution.

DBINT

PK

NOT NULL

AgentHistoricalData

The flag that indicates to send Agent historical to HDS server filtered by peripheral. Default: Y

DBCHAR

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DistributorSiteName

The name of the Distributor site to which agent data is sent.

VNAME32

AK-1

NOT NULL

Enabled

Indicates whether to send agent data or not:

  • Y = Yes, an agent can send data.

  • N = No, an agent cannot send data.

DBCHAR

NOT NULL

PeripheralID

The peripheral from which agent data is sent.

DBSMALLINT

AK-1, FK

NOT NULL

Agent_Event_Detail

This table is one of the Agent Detail tables in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

This table can become large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified ICM and Unified CCE components). Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs.

Displays agent LOGIN, LOGOUT, and NOT_READY events.

Related tables

Table 11. Indexes for Agent_Event_Detail Table

index_name

index_description

index_keys

XPKAgent_Event_Detail

Primary key

DateTime, SkillTargetID, MRDomainID, TimeZone

XAK1Agent_Event_Detail

Unique key

RecoveryKey

XIEIAgent_Event_Detail

Inversion key

DbDateTime

Table 12. Fields in Agent_Event_Detail Table

Name

Description

Data Type

Keys and NULL Option

DateTime

The date and time (in Central Controller local time) that the transition for the event occurred. For the NOT_READY event, the date and time (in Central Controller local time) that the transition for the event occurred or the interval boundary occurred.

DBDATETIME

PK

NOT NULL

DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME

IE-1

NULL

Duration

Duration in seconds associated with the EVENT:

LOGIN: Typically set to zero

LOGOUT: Number of seconds the agent was logged into the Media Routing Domain.

NOT_READY: Number of seconds the agent was in the NotReady State with respect to the Media Routing Domain, from the last state change, in NOT_READY state with reason code change, or from the last interval boundary.

For example:

Time=12:10:00 Agent NotReady state transition

Time=12:11:00 Agent Ready state transition, AgentEventDetail.Duration=60

Time=12:25:00 Agent NotReady state transition

Time=12:30:00 Interval boundary change, AgentEventDetail.Duration=300

Time=13:00:00 Interval boundary change, AgentEventDetail.Duration=1800

AVAILABLE, TALKING, WORK _NOT_READY, WORK_READY, RESERVED, HOLD, ACTIVE, PAUSED, INTERRPUTED, and NOT_ACTIVE: (For these Events, duration is)

Number of seconds the agent was in the corresponding State with respect to the Media Routing Domain from the last state change.

DBINT

NULL

Event

Event transition that occurred. This value represents the event that is triggered and does not correlate with Agent State values.

  • 1 = LOGIN Agent logged in to the Media Routing Domain,

  • 2 = LOGOUT Agent logged out of the Media Routing Domain,

  • 3 = NOT_READY Agent transitioned out of the NOT_READY state, changed reason code in NOT_READY state, or Agent remained in the NOT_READY state during the interval boundary.

  • 1= LOGIN

  • 2 = LOGOUT

  • 3 = NOT_READY

  • 4 = AVAILABLE

  • 5 = TALKING

  • 6 = WORK_NOT_READY

  • 7 = WORK_READY

  • 8 = RESERVED

  • 9 = HOLD

  • 10 = ACTIVE

  • 11 = PAUSED

  • 12 = INTERRUPTED

  • 13 = NOT_ACTIVE

  • 14 = CONSULT_CALL

  • 15 = CALL_RECONNECTED

  • 16 = CALL_RETRIEVED

  • 17 = CALL_CONFERENCED

  • 18 = CONFERENCED_ENDED

  • 19 = CALL_TRANSFERRED

  • 20 = CALL_HELD

  • 21 = TASK_END

  • 22 = CALL_CONNECTION_CLEARED

  • 23 = RESUME_TASK

  • 24 = INTERRUPT_DONE

DBINT

NULL

LoginDateTime

DateTime (in Central Controller local time) when the agent initially logged into the Media Routing Domain.

DBDATETIME

NOT NULL

MRDomainID

The ID of the Media Routing Domain with which the event is associated.

DBINT

PK

NOT NULL

SkillTargetID

The SkillTargetID of the agent.

DBINT

PK

NOT NULL

TimeZone

The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.

DBINT

PK

NOT NULL

Agent_Interval

This table describes the Agent Details under the 15 Minute Reporting category.

Table 13. Indexes for Agent_Interval Table

index_name

index_description

index_keys

XPKAgent_Interval

Primary key

DateTime, SkillTargetID, Timezone, MRDomainID

XAK1Agent_Interval

Unique key

Recovery Key

XIE1Agent_Interval

Inversion key

DbDateTime

Table 14. Fields in Agent_Interval Table

Name

Description

Data Type

Keys and NULL Option

AvailTime

Total time, in seconds, the agent was in the NOT ACTIVE state during the reporting interval.

DBINT

NULL

AvailableInMRDTime

The number of seconds in the reporting interval that this agent was available for this Media Routing Domain.

An agent is available, or eligible to be assigned a task in this MRD, if the agent meets all these conditions:

  1. The agent is in any state other than Not Ready state for this MRD.

  2. The agent is not working on a non-interruptible task in another MRD.

  3. Only email tasks are interruptible, meaning that system software can assign agents another task while they are working on an email. Voice calls, Blended Collaboration, and chat sessions cannot be interrupted.

  4. The agent has not reached the maximum task limit for this MRD. For voice calls and Blended Collaboration calls, the task limit is always one task. For email and chat, the maximum task limit is configurable and can be more than one task. The agent is considered eligible to be assigned emails or chat until the maximum task limit is reached for that MRD.

DBINT

NULL

DateTime

The Central Controller date and time at the start of the interval.

DBSMALLDATE

PK

NOT NULL

DbDateTime

The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME

IE-1

NULL

Extension

The last extension the agent was logged in to during this interval.

varchar(32)

NULL

LoggedOnTime

Total time, in seconds, the agent was logged in to this Media Routing Domain during the reporting interval.

DBINT

NULL

MRDomainID

Identifies the Media Routing Domain.

DBINT

PK

NOT NULL

NotReadyTime

Total time, in seconds, the agent was in the Not Ready state with respect to this Media Routing Domain during the reporting interval. (In the Not Ready state, agents are logged on, but are not involved in any call handling activity, or available to handle a call.)

DBINT

NULL

NonACDLineCallsInCount

Indicates how many non-ACD calls the agent answered on one of the non-ACD lines. Only populated when Multiline feature is enabled.

DBINT

NULL

NonACDLineCallsOutCount

Indicates how many non-ACD calls the agent initiated on one of the non-ACD lines. Only populated when Multiline feature is enabled.

DBINT

NULL

NonACDLineCallsInTime

Indicates how much time the agent spent on non-ACD calls that the agent answered on the non-ACD lines. This time includes the time from answered until the call ended. Only populated when Multiline feature is enabled. Only applies to Unified CCE.

DBINT

NULL

NonACDLineCallsOutTime

Indicates how much time the agent spent on non-ACD calls that the agent initiated on the non-ACD lines. This time includes the time from when the call was initiated until the call ended whether the call was answered. Only populated when Multiline feature is enabled. Only applies to Unified CCE.

DBINT

NULL

RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM and Unified CCE Enterprise software to track the record.

DBBIGINT

AK-1

NOT NULL

ReportingHalfHour

The value indicates half-hour boundary interval (0 to 47). Two 15-minute interval records have unique half hour boundary values.

DBINT

NULL

ReportingInterval

This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15.

DBINT

NULL

Reserved1

Reserved for future use.

DBINT

NULL

Reserved2

Reserved for future use.

DBINT

NULL

Reserved3

Reserved for future use.

DBINT

NULL

Reserved4

Reserved for future use.

DBINT

NULL

Reserved5

Reserved for future use.

DBFLT4

NULL

RoutableInMRDTime

The number of seconds in the reporting interval that this agent was routable for this MRD.

DBINT

NULL

RouterCallsAbandQ

Number of calls queued to the agent by the CallRouter that were abandoned during the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT

NULL

RouterQueueCalls

Number of calls queued to the agent by the CallRouter during the reporting interval.

DBINT

NULL

RouterCallsOffered

The count of calls routed or queued to the agent in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT

NULL

RouterCallsAband

The count of calls abandoned after they have been routed to an agent, during the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBINT

NULL

RouterCallsDequeued

This value is incremented when a call is dequeued from an agent and routed to another agent in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

DBINT

NULL

RouterCallsRedirected

For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval. For systems using Ring on No Answer (RONA), this is the count of TCDs with call disposition of DBCDF_REDIRECTED. If a system has both configurations, both events increment this field. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBINT

NULL

RouterCallsAnswered

The count of calls that the agent answers in this Skill Group in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBINT

NULL

RouterCallsHandled

The number of calls this agent handles during the reporting interval. This reflects the number of calls that were sent to this agent that have the Handled type of Call Disposition Flag value 1. For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE.

DBINT

NULL

RouterError

The number of calls that result in an error condition in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script.

See Rotuer Error Codes for the complete list of RouterError codes.

DBINT

NULL

SkillTargetID

Identifies the agent.

DBINT

PK

NOT NULL

TimeZone

The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.

DBINT

PK

NOT NULL

TalkOtherTime

Total time, in seconds, the agent spent talking on internal calls during the reporting interval. Only defined for voice media. For non-voice media, this is set to zero.

DBINT

NULL

Agent_Logout

This table is one of the Agent Detail tables in the Skill Target categor (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Central database only. Each row provides statistics for an agent's session. A session begins when an agent first logs in to the system and ends when the agent logs out.

Related Tables

Table 15. Indexes for Agent_Logout Table

index_name

index_description

index_keys

XPKAgent_Logout

Primary key

LogoutDateTime, SkillTargetID, TimeZone, MRDomainID

XAK1Agent_Logout

Unique key

RecoveryKey

XIEAgent_Logout

Inversion key

DbDateTime

Table 16. Fields in Agent_Logout Table

Name

Description

Data Type

Keys and NULL Option

Extension

Extension the Agent was logged in

varchar (32)

NULL

LoginDuration

Number of seconds the agent was logged in.

DBINT

NULL

LogoutDateTime

Central Controller date and time when the agent logged out.

DBDATETIME

PK

NOT NULL

MRDomainID

The identifier for the Media Routing Domain associated with the agent logout.

DBINT

PK

NOT NULL

NetworkTargetID

The device target the agent was logged on to. This applies to Unified CCE agents only.

DBINT

NULL

PhoneType

The type of phone being used:

0 = normal ACD/Unified CCE phone, or non-voice task

1 = remote phone, call by call

2 = remote phone, nailed connection

All new agent logout data has a NOT NULL value by default.

During upgrade or migration, the value for this column is NULL.

DBSMALLINT

NULL

ReasonCode

Reason code returned by the peripheral for the agent logout. See Reason Codes.

DBINT

NULL

RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM and Unified CCE Enterprise software to track the record.

DBBIGINT

AK-1

NOT NULL

RemotePhoneNumber

For a mobile agent working remotely, the current phone number.

varchar(32)

NULL

SkillTargetID

Identifies the agent.

DBINT

PK

NOT NULL

TimeZone

The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.

DBINT

PK

NOT NULL

Agent_Real_Time

This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target. To see database rules for these tables, see Skill Target Tables.

Local database only. Each row in the table is for an agent and MRD pair currently logged in. For example, if the agent was logged into three MRDs, then the agent has three rows in the table.

Related tables

Table 17. Index - Agent_Real_Time Table

index_name

index_description

index_keys

XPKAgent_Real_Time

Primary key

SkillTargetID, MRDomainID

Table 18. Fields in Agent_Real_Time Table

Name

Description

Data Type

Keys and NULL Option

AgentStatus

Reserved for future use.

DBINT

NULL

AgentState

The current real time state of the agent with respect to this MRD.

To see Agent State values, see AgentState.

DBINT

NULL

AvailableInMRD

The agent's availability status with respect to the MRD:

  • 0 = Not Available

  • 1 = ICM Available

  • 2 = Application Available

DBINT

NULL

CallInProgress

The number of tasks associated with this MRD on which this agent is currently working.

DBINT

NULL

CampaignID

The campaign ID for the campaign associated with this call. This field is populated when the call is answered by an agent.

Note 
This field is applicable to Outbound Option only

DBINT

NULL

CustomerAccountNumber

The account number of the caller with whom the agent is speaking. This field is populated when the call is answered by an agent.

Note 
This field is applicable to Outbound Option only.

varchar(32)

NULL

CustomerPhoneNumber

The phone number of the caller with whom the agent is speaking. This field is populated when the call is answered by an agent.

Note 
This field is applicable to Outbound Option only.

VTELNO20

NULL

DateTime

The Central Controller date and time at the start of the interval.

DBDATETIME

NOT NULL

DateTimeLastModeChange

The date and time of the agent last mode change in this MRD.

An agent has a mode with respect to each Media Routing Domain the agent is logged in to. These modes are either routable or not routable.

If the mode is routable, the Unified ICM controls the agent and assigns tasks to the agent. When an agent is routable for an MRD, an application instance (for example: Unified EIM or Unified WIM) will not allow the agent to work on a task unless Unified ICM assigns the task.

If the mode is not routable, the application instance (for example: Unified EIM) controls the agent and assigns tasks to the agent. The software tracks the agent activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task the agent is working on.

For Unified EIM and Unified WIM, an agent mode never changes. Each agent is either always routable or always not routable for the Unified EIM and Unified WIM MRDs.

An agent mode is always routable with respect to the voice MRD.

DBDATETIME

NULL

DateTimeLastStateChange

Date and time of the agent's last state change in this MRD.

DBDATETIME

NULL

DateTimeLogin

Date and time the agent logged on to this MRD.

Date and time of the agent's last state change in this MRD.

DBDATETIME

NULL

DateTimeTaskLevelChange

The date and time of the agent's last task level change in this MRD.

Chat agents have a maximum number of open slots. The task level changes when the number of open slots changes as a result of the number of calls in progress changing (the number of open slots = the maximum number of tasks - calls in progress).

This applies to all other agents as well, however, the task level is always 0 or 1.

DBDATETIME

NULL

Destination

Destination type of outbound call on which the agent is currently working:

  • 0 = None

  • 1 = ACD

  • 2 = Direct

  • 3 = For predictive and progressive mode OB calls

  • 4 = For outbound reservation call

  • 5 = For Preview and Direct Preview mode OB calls

DBINT

NULL

Direction

Direction of call on which the agent is currently working:

  • NULL= None

  • 0 = None

  • 1 = In (non-voice tasks are always inbound)

  • 2 =Out

  • 3 = Other In

  • 4 = Other Out/Direct Preview

  • 5 = Outbound Reserve

  • 6 = Outbound Preview

  • 7 = Outbound Predictive/Progressive

DBINT

NULL

Extension

Extension on which the agent is currently working.

varchar(32)

NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

MaxTasks

The maximum number of tasks associated with this Media Routing Domain on which this agent can work simultaneously.

DBINT

NULL

MRDomainID

The identifier for the Media Routing Domain associated with this peripheral.

DBINT

PK, FK

NOT NULL

NetworkTargetID

Unique identifier for the target.

Note 
This applies for Unified CCE agents only.

DBINT

FK

NULL

OnHold

OnHold status of the agent:

  • 0 = Call not on hold

  • 1 = Call on hold

DBINT

NULL

PhoneType

The kind of phone being used:

  • 0 = normal ACD/IP phone, or non voice task

  • 1 = remote phone, call by call

  • 2 = remote phone, nailed connection

DBSMALLINT

NOT NULL

PrecisionQueueID

Identifies the Precision Queue for the call on which the Agent is currently working otherwise the value will be 0.

DBINT

NULL

QueryRuleID
Note 
This field is applicable to Outbound Option only.

DBINT

NULL

ReasonCode

Code received from the peripheral indicating the reason for the agent's last state change. See Reason Codes.

Note 

ReasonCode is supported for the Not Ready and Logged Off agent states only.

DBINT

NULL

RemotePhoneNumber

For a mobile agent who is working remotely, current phone number.

varchar(32)

NULL

RequestedSupervisorAssist

Indicates whether the agent has requested supervisor assistance:

  • 1= Yes, the agent requested assistance.

  • 0= No, the agent did not request assistance.

Note 
This field is applicable to Unified CCE.

DBINT

NULL

Routable

Indicates whether calls from the agent are routable with respect to this Media Routing Domain:

  • 1 = the agent is routable.

  • 0 = the agent is not routable.

An agent has a mode with respect to each Media Routing Domain the agent is logged in to. These modes are either routable or not routable.

If calls in this mode are routable, the Unified ICM controls the agent and assigns tasks to the agent. When a call from an agent is routable for an MRD, an application instance (for example: Unified EIM or Unified WIM) will not allow the agent to work on a task unless Unified ICM assigns the task.

If a call from the mode is not routable, the application instance (for example: Unified EIM) controls the agent and assigns tasks to the agent. The system software tracks the agent's task activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task on which the agent is working.

For Unified EIM and Unified WIM, an agent's mode never changes. A call from each agent is either always routable or always not routable for the Unified EIM and Unified WIM MRDs.

Calls from an agent's mode are always routable with respect to the voice MRD.

DBINT

NULL

RouterCallsQueueNow

Number of calls currently queued for the agent at the CallRouter.

DBINT

NULL

RouterLongestCallQ

The time when the longest call in queue was queued for the agent.

DBDATETIME

NULL

ServiceSkillTargetID

Identifies the service for the call on which the agent is currently working.

If this agent is not working on a task in this MRD, this field is zero.

If the agent is working on only one task in this MRD, this field is the ID of the service associated with that task.

If the agent is working on more than one task in this MRD, and at least one of these tasks is ACTIVE, this field is the ID of the service associated with one of those active tasks.

Otherwise, this field is the ID of the service associated with one of the tasks on which the agent is working.

DBINT

NULL

SkillGroupSkillTargetID

Identifies the skill group for the call on which the agent is currently working.

If this agent is not working on a task in this MRD, this field is zero.

If the agent is working on only one task in this MRD, this field is the ID of the skill group associated with that task.

If the agent is working on more than one task in this MRD, and at least one of these tasks is ACTIVE, this field is the ID of the skill group associated with one of those active tasks.

Otherwise, this field is the ID of the skill group associated with one of the tasks on which the agent is working.

DBINT

NULL

SkillTargetID

Identifies the agent.

DBINT

PK, FK

NOT NULL

Agent_Skill_Group_Interval

This table describes the Agent Details under the 15 Minute Reporting category.


Note

For blind conferences in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind conferenced to an IVR is subsequently answered by another agent. For this call scenario this field is not updated in Unified CCE with a Unified CCE System PG.

Table 19. Indexes for Agent_Skill_Group_Interval Table

index_name

index_description

index_keys

XPKAgent_Skill_Group_Interval

Primary key

DateTime, SkillTargetID, SkillGroupSkillTargetID, PrecisionQueueID, Timezone

XAK1Agent_Skill_Group_Interval

Unique key

RecoveryKey

XIE1Agent_Skill_Group_Interval

Inversion key

DbDateTime

Table 20. Fields in Agent_Skill_Group_Interval Table

Name

Description

Data Type

Keys and NULL Option

AbandonHoldOutCalls

During the reporting interval, the total number of Outgoing calls that were abandoned while on hold.

DBINT

NULL

AbandonRingCalls

During the reporting interval, the total number of ACD calls that abandoned while ringing at an agent position. The value is incremented at the time the call disconnects.

DBINT

NULL

AbandonRingTime

During the reporting interval, the total ring time associated with ACD calls that were abandoned while alerting an agent's position. RingTime occurs after any DelayTime and LocalQTime. The value is counted at the time the call disconnects, and the database is updated every reporting.

DBINT

NULL

AbandonHoldCalls

During the reporting interval, the total number of ACD calls that were abandoned while being held at an agent position. This value is counted at the time the call disconnects, and the database is updated every reporting.

DBINT

NULL

AgentOutCallsTime

The total handle time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

AgentOutCallsTalkTime

Total talk time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after-call work. The value is counted when the after-call-work time associated with the call (if any) is completed, and the database is updated every reporting.

Note 

This field does not include the hold time; it is recorded in the AgentOutCallsOnHoldTime field.

DBINT

NULL

AgentOutCalls

The total number of outbound ACD calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when any after-call work time associated with the call is completed, and the database is updated every reporting.

DBINT

NULL

AgentOutCallsOnHold

During the reporting interval, the total number of outbound ACD calls an agent associated with this skill group ended and that were placed on hold at least once during the life of the call. The value is counted when the after-call work associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

AgentOutCallsOnHoldTime

During the reporting interval, the total number of seconds outbound ACD calls were placed on hold by an agent associated with this skill group. This value updated in the database when after-call work associated with the call (if any) is completed.

DBINT

NULL

AgentTerminatedCalls

Not currently supported.

DBINT

NULL

AnswerWaitTime

The sum of the answer wait times of all calls associated to an agent in this skill group or precision queue answered during the reporting interval. AnswerWaitTime is updated at the time the call is answered, and the database is updated at every reporting interval.

In Unified ICM, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table:

  • DelayTime

  • LocalQTime

  • RingTime

In Unified CCE, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table:

  • DelayTime

  • RingTime

  • NetworkSkillGroupQTime

DBINT

NULL

AttributeID1

Attribute 1 associated with the Precision Queue.

DBINT

NULL

AttributeID2

Attribute 2 associated with the Precision Queue.

DBINT

NULL

AttributeID3

Attribute 3 associated with the Precision Queue.

DBINT

NULL

AttributeID4

Attribute 4 associated with the Precision Queue.

DBINT

NULL

AttributeID5

Attribute 5 associated with the Precision Queue.

DBINT

NULL

AttributeID6

Attribute 6 associated with the Precision Queue.

Note 

Reserved for future use.

DBINT

NULL

AttributeID7

Attribute 7 associated with the Precision Queue.

Note 

Reserved for future use.

DBINT

NULL

AttributeID8

Attribute 8 associated with the Precision Queue.

Note 

Reserved for future use.

DBINT

NULL

AttributeID9

Attribute 9 associated with the Precision Queue.

Note 

Reserved for future use.

DBINT

NULL

AttributeID10

Attribute 10 associated with the Precision Queue.

Note 

Reserved for future use.

DBINT

NULL

AvailTime

Total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

DBINT

NULL

AutoOutCalls

The total number of AutoOut (predictive) calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

AutoOutCallsTime

The total handle time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

AutoOutCallsTalkTime

Total talk time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work. It includes the HoldTime associated with the call. AutoOutCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

AutoOutCallsOnHold

During the reporting interval, the total number of ended AutoOut (predictive) calls that an agent associated with this skill group have placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

AutoOutCallsOnHoldTime

The total number of seconds that AutoOut (predictive) calls were placed on hold by an agent associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

BargeInCalls

During the reporting interval, the number of calls associated with an agent associated with the skill group barged in on either by the supervisor or by the agent This field is applicable for Unified CCE only.

DBINT

NULL

BusyOtherTime

Number of seconds an agent spent in the BusyOther state with respect to this skill group during the reporting interval. BusyOtherTime is included in the calculation of LoggedOnTime.

DBINT

NULL

CallbackMessagesTime

Number of seconds the agent spent processing callback messages during the reporting interval. This field applicable only to the Aspect ACD.

DBINT

NULL

CallbackMessages

Number of callback messages processed by the agent during the reporting interval. This field applicable only to the Aspect ACD.

DBINT

NULL

CallsAnswered

Number of routed calls answered by an agent associated with this skill group during the given interval. CallsAnswered is incremented in the interval where the call is answered, as opposed to CallsHandled which is incremented in the interval where the call ends.

Note 

With the existence of a network VRU, in a Unified CCE deployment with a Unified CCE System PG, this value does not include time spent in the network VRU.

DBINT

NULL

CallsHandled

The number of inbound ACD calls that have been answered and have completed wrap-up by agents in the skill group during the reporting interval.

A handled call is:

  • An incoming ACD call that was answered by an agent, and then completed.

  • A non-voice task that the agent started working on then completed.

Note 

This field is applicable for Unified CCE, Unified ICM, and Outbound Option.

DBINT

NULL

ConsultativeCalls

The number of consultative calls an agent associated with this skill group that ended in the reporting interval. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

ConsultativeCallsTime

During the reporting interval, the number of seconds agents spent handling consultative calls with at least one ACD call on hold. The value is counted when the after-call work time associated with the consultative call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

ConsultOutCalls

The number of agent initiated consult calls for this interval that were external from the switch.

DBINT

NULL

ConsultOutCallsTime

The time the agent spent on consult outbound calls.

DBINT

NULL

ConferencedInCalls

During the reporting interval, the number of incoming calls into which the agent was conferenced. Incoming calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT

NULL

ConferencedInCallsTime

During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT

NULL

ConferencedOutCalls

During the reporting interval, the number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. The count of ConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT

NULL

ConferencedOutCallsTime

During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT

NULL

DateTime

The date and time at the start of the reporting interval.

DBSMALLDATE

PK

NOT NULL

DbDateTime

The current date and time stamp when the records are written to the Historical Data Server (HDS) database. The logger database has NULL for this column.

DBDATETIME

IE-1

NULL

EmergencyAssists

The number of emergency assist requests either by the agent or by the supervisor.

Note 

This field is applicable for Unified CCE only.

DBINT

NULL

HandledCallsTalkTime

The number of seconds that an agent spent in TalkTime for the handled calls that are associated with a skill group and that ended in this 15-minute or half-hour interval.

Note 

This field is applicable for Unified ICM, Unified CCE and Outbound Option.

DBINT

NULL

HandledCallsTime

This field only applies to configured skill groups. The number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call.

HandledCallsTime = HandledCallsTalkTime + HoldTime + (WorkNotReadyTime/WorkReadyTime)

Note 

Database is updated with the cumulative time only after the call completion of both the talk time and the wrap-up time.

Note 

This field is applicable for Unified ICM, Unified CCE, and Outbound Option.

DBINT

NULL

HoldTime

Number of seconds where all calls to the agent are on hold during the reporting interval. HoldTime is counted only while the agent is doing no other call-related activity. HoldTime is included in the calculation of LoggedOnTime.

DBINT

NULL

IncomingCallsOnHoldTime

Total number of seconds that inbound ACD calls that an agent associated with this skill group placed on hold that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

IncomingCallsOnHold

The total number of inbound ACD calls that an agent associated with this skill group placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

InternalCallsOnHoldTime

The total number of seconds an agent spent on hold in an internal call associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

InternalCallsOnHold

During the reporting interval, the total number of internal calls that an agent associated with this skill group ended in this reporting that were placed on hold. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

InternalCallsRcvdTime

The total number of seconds spent on internal calls associated with this skill group that were received by an agent that ended in the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

InternalCallsRcvd

Number of internal calls associated with this skill group that were received by an agent and that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

InternalCallsTime

Total number of seconds an agent associated with this skill group spent on internal calls that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

InternalCalls

Number of internal calls an agent associated with this skill group ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

InterruptedTime

The number of seconds during which all calls to the agent are in interrupted state during the reporting interval.

DBINT

NULL

InterceptCalls

During the reporting interval, the number of calls intercepted either by the supervisor or by the agent. This field is applicable for Unified CCE only.

DBINT

NULL

LoggedOnTime

Total time, in seconds, an agent associated with this skill group was logged on during the reporting interval.

This value is based on the sum of the following:

  1. HoldTime

  2. TalkInTime

  3. TalkOutTime

  4. TalkOtherTime

  5. AvailTime

  6. NotReadyTime

  7. WorkReadyTime

  8. WorkNotReadyTime

  9. BusyOtherTime

  10. ReservedStateTime

  11. TalkAutoOutTime

  12. TalkPreviewTime

  13. TalkReservedTime

  14. InterruptedTime

Note 

This field is applicable for Unified ICM, Unified CCE, and Outbound Option.

DBINT

NULL

MonitorCalls

The number of calls that the supervisor silently monitored.

Note 

This field is applicable for Unified CCE only.

DBINT

NULL

NetConsultativeCalls

During the reporting interval, the number of Network consultative calls completed by agents with at least one call on hold. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

NetConsultativeCallsTime

During the reporting interval, the number of seconds agents spent handling a Network consultative call with at least one call on hold. The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

NetConferencedOutCalls

During the reporting interval, the number of Network conference calls the agent initiated. The count of NetConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT

NULL

NetConfOutCallsTime

During the reporting interval, the number of seconds the agent spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent. The value includes any HoldTime for the call. This database element uses ConferenceTime from the Termination_Call_Detail table. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT

NULL

NetTransferredOutCalls

Number of calls Network (Blind and Consultative) transferred out by the agent during the reporting interval. The value is updated at the time the agent completes the transfer of the call.

DBINT

NULL

NotReadyTime

Total seconds an agent was in the Not Ready state with respect to this skill group during the reporting interval. NotReadyTime is included in the calculation of LoggedOnTime.

DBINT

NULL

PrecisionQueueID

Together with SkillTargetID of the Agent identifies the Precision Queue Member. For Skill Group only Agents, the value is NULL.

DBINT

PK

NULL

PreviewCalls

Total number of outbound Preview calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

PreviewCallsTime

Total handle time, in seconds, for Outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

PreviewCallsTalkTime

Total talk time, in seconds, for outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

PreviewCallsOnHold

The total number of ended outbound Preview calls that an agent associated with this skill group have placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

PreviewCallsOnHoldTime

The total number of seconds outbound Preview calls that were placed on hold by agents associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting.

DBINT

NULL

RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBBIGINT

AK-1

NOT NULL

ReportingHalfHour

The value indicates Half Hour boundary interval (0 - 47). Two 15-minute interval records have a unique half hour boundary value.

DBINT

NULL

ReportingInterval

Contains the Reporting interval, in minutes, for Historical reporting. Valid values are 15 and 30 (default).

DBINT

NULL

RedirectNoAnsCalls

During the reporting interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting.

DBINT

NULL

RedirectNoAnsCallsTime

During the reporting interval, the number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting.

DBINT

NULL

ReservedStateTime

How long an agent is in Reserved state. This is counted using Agent State.

DBINT

NULL

ReserveCalls

For Outbound Option, the number of reservation calls received by an agent in this skill group during the reporting interval.

DBINT

NULL

ReserveCallsTime

For Outbound Option, the time during the reporting interval that an outbound agent in this skill group spent on reservation calls waiting for the Campaign customer call to be delivered. This includes preview time for Preview, Direct Preview, and Personal Callback calls.

DBINT

NULL

ReserveCallsTalkTime

For Outbound Option, the talk time for an agent in this skill group on reservation calls during the reporting interval. This is calculated using Call State.

DBINT

NULL

ReserveCallsOnHold

For Outbound Option, the number of reservation calls for an agent in this skill group placed on hold during the reporting interval.

DBINT

NULL

ReserveCallsOnHoldTime

For Outbound Option, the time that reservation calls for an agent in this skill group are on hold during the reporting interval.

DBINT

NULL

Reserved1

Reserved for future use.

DBINT

NULL

Reserved2

Reserved for future use.

DBINT

NULL

Reserved3

Reserved for future use.

DBINT

NULL

Reserved4

Reserved for future use.

DBINT

NULL

Reserved5

Reserved for future use.

DBFLT4

NULL

ShortCalls

During the reporting interval, the number of calls answered by an agent associated with this skill group where the duration of the calls falls short of the AnsweredShortCalls threshold. You might choose to factor these calls out of handle time statistics. Inbound ACD short calls are counted as Handled. AGENT_INSIDE short calls are counted as InternalCallsRcvd.

DBINT

NULL

SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT

PK

NOT NULL

SkillTargetID

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

DBINT

PK

NOT NULL

SupervAssistCallsTime

Number of seconds agents associated with this skill group spent on supervisor-assisted calls during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting.

Note 

This field is applicable for Unified CCE only.

DBINT

NULL

SupervAssistCalls

Number of calls for which an agent received supervisor assistance during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting.

DBINT

NULL

TalkInTime

Number of seconds an agent associated with this skill group spent talking on inbound ACD calls (neither internal nor outbound) during the reporting interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT

NULL

TalkOtherTime

Number of seconds that an agent in the skill group spent talking on other calls (neither inbound or outbound) during the reporting interval. Examples: agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT

NULL

TalkOutTime

Number of seconds an agent associated with this skill group spent talking on external outbound or consultive transfer calls during the reporting interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT

NULL

TimeZone

The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.

DBINT

PK

NOT NULL

TransferredInCallsTime

Number of seconds an agent associated with this skill group spent handling transferred in calls that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

TransferredInCalls

Number of calls transferred into the skill group during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT

NULL

TransferredOutCalls

Number of calls transferred out by the agent during the reporting interval. The value is updated at the time the agent completes the transfer of the call.

DBINT

NULL

TalkAutoOutTime

The number of seconds the agent spent talking on AutoOut (predictive) calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime.

DBINT

NULL

TalkPreviewTime

The number of seconds the agent spent talking on outbound Preview calls during the reporting interval. TalkPreviewTime is included in the calculation of LoggedOnTime.

DBINT

NULL

TalkReserveTime

This is how long an agent is in Talking state since the reservation call is connected to the agent. This is counted using Agent State.

DBINT

NULL

WorkNotReadyTime

Total time in seconds an agent associated with this skill group was in the Work Not Ready state during the reporting interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime.

DBINT

NULL

WorkReadyTime

Total seconds an agent in the skill group was in the Work Ready state for tasks associated with this skill group that ended during the reporting interval. WorkReadyTime is included in the calculation of LoggedOnTime.

DBINT

NULL

WhisperCalls

During the reporting interval, the number of calls coached either by the supervisor or by the agent.

DBINT

NULL

Agent_Skill_Group_Logout

This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Each row provides information about a single login session for a member of a skill group. If an individual agent is a member of multiple skill groups, multiple Agent Skill Group Logout rows are created for that agent.

The software generates an Agent_Skill_Group_Logout record for each skill group member.

Related tables

  • Skill_Group_Member (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

Table 21. Indexes for Agent_Skill_Group_Logout Table

index_name

index_description

index_keys

XPKAgent_Skill_Group_Logout

Primary key

LogoutDateTime, SkillTargetID, SkillGroupSkillTargetID, TimeZone

XAK1Agent_Skill_Group_Logout

Unique key

RecoveryKey

XIE1Agent_Skill_Group_Logout

Inversion key

DbDateTime

Table 22. Fields in Agent_Skill_Group_Logout Table

Name

Description

Data Type

Keys and NULL Option

LoginDuration

Number of seconds the agent was logged in to the skill group.

DBINT

NULL

LogoutDateTime

Date and time when the agent logged out of the skill group.

DBDATETIME

PK

NOT NULL

ReasonCode

Reason code returned by the peripheral for the agent logout. See Reason Codes.

DBINT

NULL

RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBBIGINT

AK-1

NOT NULL

SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT

PK, FK

NOT NULL

SkillTargetID

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

DBINT

PK, FK

NOT NULL

TimeZone

The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.

DBINT

PK

NOT NULL

Agent_Skill_Group_Real_Time

This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Local database only.

Each row provides real-time statistics for a member of a skill group. If an individual agent is a member of multiple skill groups, multiple Agent Skill Group Real Time rows are created for that agent.

The software generates an Agent_Skill_Group_Real_Time record for each skill group member.

Related tables

  • Skill_Group_Member (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

  • Precision_Queue (through PrecisionQueueID)

Table 23. Index for Agent_Skill_Group_Real_Time Table

index_name

index_description

index_keys

XPKAgent_Skill_Group_Real_Time

Primary key

SkillTargetID, SkillGroupSkillTargetID

Table 24. Fields in Agent_Skill_Group_Real_Time Table

AgentState

The current real time state of the agent. To see the list of Agent States, see AgentState.

DBINT

NULL

AttributeID1

AttributeID1 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID2

AttributeID2 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID3

AttributeID3 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID4

AttributeID4 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID5

AttributeID5 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID6

AttributeID6 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID7

AttributeID7 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID8

AttributeID8 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID9

AttributeID9 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID10

AttributeID10 of the agent associated with the Precision Queue.

DBINT

NULL

CallsInProgress

The number of tasks currently associated with this skill group.

DBINT

NULL

DateTime

The Central Controller date and time at the start of the interval.

DBDATETIME

NOT NULL

DateTimeLastStateChange

Date and time of the agent's last state change.

DBDATETIME

NULL

DateTimeLogin

Date and time the agent logged into the skill group.

DBDATETIME

NULL

FutureUseInt1

Reserved for future use.

DBINT

NULL

FutureUseInt2

Reserved for future use.

DBINT

NULL

FutureUseInt3

Reserved for future use.

DBINT

NULL

FutureUseInt4

Reserved for future use.

DBINT

NULL

FutureUseInt5

Reserved for future use.

DBINT

NULL

PrecisionQueueID

The precision queue ID of which the agent is a member. For skill group only agents, the value is NULL.

DBINT

NULL

Priority

The priority of the agent in the skill group.

DBINT

NULL

ReasonCode

Code received from the peripheral indicating the reason for the agent's last state change. See Reason Codes.

Note 

ReasonCode is supported for the Not Ready and Logged Off agent states only.

DBINT

NULL

SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member. For precision queue only agents, the value is the SkillTargetID for internal PQ skill group.

DBINT

PK, FK

NOT NULL

SkillTargetID

The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member.

DBINT

PK, FK

NOT NULL

Agent_State_Trace

This table is one of the Agent Detail tables in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

Each row describes a change of state for an agent. By examining Agent State Trace rows you can trace all the state changes that have occurred for an agent.

The system software generates an Agent_State_Trace records for each agent for which tracing is enabled.

This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified ICM or Unified CCE components). Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs.

Related tables

Table 25. Indexes for Agent_State_Trace Table

index_name

index_description

index_keys

XPKAgent_State_Trace

Primary key

DateTime, SkillTargetID, TimeZone, MRDomainID

XAK1Agent_State_Trace

Unique key

RecoveryKey

XIE1Agent_State_Trace

Inversion key

DbDateTime

Table 26. Fields in Agent_State_Trace Table

Name

Description

Data Type

Keys and NULL Option

AgentState

The new agent state. To see the list of Agent States, see AgentState.

DBINT

NULL

DateTime

The date and time at which the state change occurred.

DBDATETIME

PK

NOT NULL

Direction

The direction for talking states.

DBINT

NULL

EventName

A code indicating the event that has occurred.

0 = LOGGED_OFF

1 = LOGGED_ON

2 = NOT_READY

3 = READY

4 = TALKING

5 = WORK_NOT_READY

6 = WORK_READY

7 = BUSY_OTHER

8 = RESERVED

9 = CALL_INITIATED

10 = CALL_HELD

11 = CALL_RETRIEVED

12 = CALL_TRANSFERRED

13 = CALL_CONFERENCED

14 = UNKNOWN

15 = OFFER_TASK

16 = OFFER_APPLICATION_TASK

17 = START_TASK

18 = START_APPLICATION_TASK

19 = PAUSE_TASK

20 = RESUME_TASK

21 = WRAPUP_TASK

22 = END_TASK

23 = INTERRUPT_TASK

24 = INTERRUPT_DONE

25 = INTERRUPT_UNACCEPTED

26 = MAKE_AGENT_READY

27 = MAKE_AGENT_NOT_READY

28 = TASK_INIT_REQ

29 = TASK_INIT_IND

30 = ROUTER_ASSIGNED_TASK

31 = PRE_CALL_TIMEOUT

DBINT

NOT NULL

ICRCallKey

A unique number generated at the Peripheral Gateway. Values are reused after about 250 million calls.

DBINT

NULL

MRDomainID

The date and time at which the state change occurred.

DBINT

PK, FK

NOT NULL

PeripheralCallKey

Key assigned by the peripheral to the call associated with the event.

DBINT

NULL

ReasonCode

Code received from the peripheral indicating the reason for the state change. See Reason Codes.

DBINT

NULL

RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBBIGINT

AK-1

NOT NULL

RouterCallKey

This field is not set for calls.

For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change.

DBINT

NULL

RouterCallKeyDay

This field is not set for calls.

For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change.

DBINT

NULL

RouterCallKeySequenceNumber

This field is not set for calls.

For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change.

DBINT

NULL

SkillTargetID

Identifies the agent.

DBINT

PK, FK

NOT NULL

TimeZone

The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC(formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC.

DBINT

PK

NOT NULL

Agent_Targeting_Rule

This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.

The table decribes the basic rules for routing calls to agents

Related tables

Table 27. Indexes for Agent_Targeting_Rule Table

index_name

index_description

index_keys

XPKAgent_Targeting_Rule

Primary key

AgentTargetingRuleID

XAK1Agent_Targeting_Rule

Unique key

EnterpriseName

Table 28. Fields in Agent_Targeting_Rule Table

Name

Description

Data Type

Keys and NULL Option

AgentTargetingRuleID

The ID for a specific Agent Targeting Rule.

DBINT

PK

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

Description

Use to note information about the Agent Targeting Rule.

DESCRIPTION

NOT NULL

EnterpriseName

A logical name you enter to assist you in identifying the Agent Targeting Rule.

VNAME32

AK-1

NOT NULL

Expression

Expression string for use if needed by an Agent Targeting Rule.

Applicable for type 2 Agent Targeting Rules only.

VARCHAR

NOT NULL

PeripheralID

The peripheral to whose agents the Agent Targeting Rule applies.

This is applicable only for an Unified CCE PG or a Cisco Communication Manager PG.

DBINT

NOT NULL

RuleType

Defines the Agent Targeting Rule type to be used.

Agent Targeting Rule Types

  • Type 1 - Agent ID

    Each agent is identified by an ID which is in the PreCall and Connect messages. No label is needed, but the agent's extension is included as the label. (This rule is already in use for non-voice routing.)

    This rule is implicit for System PG integrations (ARS, Unified CCE) when the requesting routing client is associated with the same peripheral on which the targeted agent resides.

  • Type 2 - Simple Substitution Label

    An expression must be supplied which contains a series of exclamation points, such as 978497!!!!. The exclamation points are replaced with the agent's extension. If necessary, leading zeroes are supplied, or leading digits deleted, so that length of the extension matches the number of exclamation points.

  • Type 3 - Translation Route

    A translation route is used to move the call. This is potentially a very powerful feature, as it allows pre-routing of calls directly to an agent without requiring Direct Inward Dialing (DID) to all agents. Translation routes require the generation of a second label, used to target the agent from the peripheral local routing client.

    The rule mechanism is applied recursively to generate this label. This means the CallRouter generates a label that allows the call to be translation routed to the PG. The CallRouter also generates a label for the PG to target the agent.

    If a rule is not found, or if the rule involves a translation route, Rule Type 1 is used.

DBINT

NOT NULL

TranslationRouteID

The TranslationRouteID must reference a Translation_Route entry where the LogicalInterfaceControllerID is the same as the PeripheralID.

DBINT

NULL for Agent Targeting Rule types 1 and 2.

NOT NULL (Required) for Agent Targeting Rule type 3.

Agent_Targeting_Rule_Member

This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.

The table decribes the routing clients to which an Agent_Targeting_Rule applies.

Related tables

Table 29. Indexes for Agent_Targeting_Rule_Member

index_name

index_description

index_keys

XPKAgent_Targeting_Rule_Member

Primary key

AgentTargetingRuleID, RoutingClientID

Table 30. Fields in Agent_Targeting_Rule_Member

Name

Description

Data Type

Keys and NULL Option

AgentTargetingRuleID

The ID of a specific Agent Targeting Rule.

DBINT

PK

NOT NULL

RoutingClientID

The ID of any routing client associated with the Agent Targeting Rule.

DBSMALLINT

PK

NOT NULL

Agent_Targeting_Rule_Range

This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.

The table holds the agent extension ranges for an Agent Targeting Rule.


Note

While the Low and the High Extensions must be the same length, not all extensions ranges for an Agent Targeting Rule need to be the same length.

Related tables

Table 31. Indexes for Agent_Targeting_Rule_Range

index_name

index_description

index_keys

XPKAgent_Targeting_Rule_Range

Primary key

AgentTargetingRuleRangeID, AgentTargetingRuleID

Table 32. Fields in Agent_Targeting_Rule_Range

Name

Description

Data Type

Keys and NULL Option

AgentTargetingRuleID

The ID for a specific Agent Targeting Rule.

DBINT

PK

NOT NULL

AgentTargetingRuleRangeID

The ID for an extension range associated with a specific Agent Targeting Rule.

DBINT

PK

NOT NULL

HighExtension

Defines the high extension to which the Agent Targeting Rule applies.

VARCHAR

NULL

LowExtension

Defines the low extension to which the Agent Targeting Rule applies.

VARCHAR

NULL

Agent_Team

This table is in the Skill Target category. For more information, see Skill Target category. For the database rules for these tables, see Skill Target Tables.

An agent team is a group of agents who report to the same supervisors and are associated with a single peripheral. The software does not route to agent teams and agents within a team do not necessarily share the same skills. Agent teams are used for administrative and monitoring purposes only.

Use Unified ICM Configuration Manager to add, update, and delete Agent_Team records.

Related Tables

Table 33. Indexes for Admin_Script_Schedule_Map Table

index_name

index_description

index_keys

XPKAgent_Team

Primary key

AgentTeamID

XAK1Agent_Team

Unique key

EnterpriseName

XIF112Agent_Team

Inversion key

PriSupervisorSkillTargetID

Table 34. Fields in Admin_Script_Schedule_Map Table

Name

Description

Data Type

Keys and NULL Option

AgentTeamID

A unique identifier for the agent team.

DBINT

PK, FK

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

Description

Additional information about the agent team.

DESCRIPTION

NULL

DialedNumberID

The dialed number identifier for the agent team.

DBINT

NULL

EnterpriseName

An enterprise name for the agent team that is unique among all agent teams in the enterprise.

VNAME32

AK-1

NOT NULL

PeripheralID

Identifies the peripheral with which the team is associated.

DBSMALLINT

FK NOT NULL

PriSupervisorSkillTargetID

The agent who is the primary supervisor for the team.

DBINT

IE-1, FK

NULL

Agent_Team_Member

This table is one of the Agent Detail tables in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

This table specifies the mapping of agents to agent teams.

Use Unified ICM Configuration Manager to add or delete Agent_Team_Member records.

Related Tables

Table 35. Indexes for Agent_Team_Member Table

index_name

index_description

index_keys

XPKAgent_Team_Member

Primary key

AgentTeamID, SkillTargetID

XAK1Agent_Team_Member

Unique key

SkillTargetID

XIE1Agent_Team_Member

Inversion key

AgentTeamID

Table 36. Fields in Agent_Team_Member Table

Name

Description

Data Type

Keys and NULL Option

AgentTeamID

Identifies the agent team.

DBINT

PK, FK, IE-1

NOT NULL

SkillTargetID

Identifies the agent.

DBINT

FK, AK-1

NOT NULL

Agent_Team_Supervisor

This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.

This table specifies the mapping of supervisors and agent teams.

Use Unified ICM Configuration Manager to add or delete Agent_Team_Supervisor records.

Table 37. Indexes for Agent_Team_Supervisor Table

index_name

index_description

index_keys

XPKAgent_Team_Supervisor

Primary key

AgentTeamID, SupervisorSkillTargetID

Table 38. Fields in Agent_Team_Supervisor Table

Name

Description

Data Type

Keys and NULL Option

AgentTeamID

Identifies the agent team.

DBINT

PK

NOT NULL

SupervisorSkillTargetID

Identifies the SkillTargetID of the supervisor.

DBINT

PK

NOT NULL

Announcement

This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.

Each row corresponds to a voice announcement. The system software can route a call to an announcement.

Use Unified ICM Configuration Manager to add, update, and delete Announcement records.

Related Tables

Table 39. Indexes for Announcement Table

index_name

index_description

index_keys

XPKAnnouncement

Primary key

NetworkTargetID

XAK1Announcement

Unique key

EnterpriseName

Table 40. Fields in Announcement Table

Name

Description

Data Type

Keys and NULL Option

AnnouncementType

An integer value indicating the type of the announcement.

DBSMALLINT

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

Description

Additional information about the announcement.

DESCRIPTION

NULL

EnterpriseName

An enterprise name for this announcement. This name must be unique among all announcements in the enterprise.

VNAME32

AK-1

NOT NULL

NetworkTargetID

Foreign key from the Network Target table.

DBINT

PK, FK

NOT NULL

Application_Event

This table is in the System category (see System). To see database rules for these tables, see System Tables.

Central database only.

Contains information about events in the Unified ICM application. This is a subset of the events reported in the Event table.

Table 41. Indexes for Application_Event Table

index_name

index_description

index_keys

XPKApplication_Event

Primary key

RecoveryKey

XIE1Application_Event

Inversion key

CentralControllerFileTime

XIE2Application_Event

Inversion key

MessageId

Table 42. Fields in Application_Event Table

Name

Description

Data Type

Keys and NULL Option

BinData

Optional event binary data.

image

NULL

Category

The type of message.

VNAME32

NULL

CentralControllerFileTime

File Time event was processed at the Central Controller.

DBDATETIME

NOT NULL

CentralControllerTimeZone

Time zone at the Central Controller. The value is the offset in minutes from UTC (formerly called GMT).

DBINT

NOT NULL

CentralControllerVirtualTime

Virtual Time event was processed at the Central Controller.

DBINT

NOT NULL

CustomerId

The customer ID.

DBINT

NOT NULL

Dword1

Optional event DWORD.

DBINT

NULL

Dword2

Optional event DWORD.

DBINT

NULL

Dword3

Optional event DWORD.

DBINT

NULL

Dword4

Optional event DWORD.

DBINT

NULL

Dword5

Optional event DWORD.

DBINT

NULL

MessageId

Message ID from message compiler.

DBINT

NOT NULL

MessageString

Contents of message.

DESCRIPTION

NULL

ProcName

Name of the process that originated the event.

VNAME32

NOT NULL

RecoveryDay

Currently not used, set to zero (0).

DBINT

NOT NULL

RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record.

DBBIGINT

AK-1

NOT NULL

Severity

The level of the message.

varchar(16)

NULL

Side

Side of event originator:

A or B = paired processes

DBCHAR

NOT NULL

SourceFileTime

File time event was generated (originator's time).

DBDATETIME

NOT NULL

SourceSystemName

Name of the node that generated the event.

VNAME32

NULL

SourceVirtualTime

Virtual time event was generated (originator's time).

DBINT

NOT NULL

StatusCode

Status code value.

DBINT

NOT NULL

StatusCodeString

String associated with the status code.

DESCRIPTION

NULL

StatusCodeType

Classification of the value in StatusCode field.

DBSMALLINT

NOT NULL

String1

Optional event string.

varchar(240)

NULL

String2

Optional event string.

varchar(240)

NULL

String3

Optional event string.

varchar(240)

NULL

String4

Optional event string.

varchar(240)

NULL

String5

Optional event string.

varchar(240)

NULL

SystemId

DMP system ID of the event originator. For a CallRouter or Logger, this value is always 0.

DBSMALLINT

NOT NULL

SystemType

The type of system that generated the event:

0 = Unknown

1 = CallRouter

2 = Peripheral Gateway

3 = Network Interface Controller

4 = Administration & Data Server

5 = Logger

6 = Listener

7 = CTI Gateway

DBSMALLINT

NOT NULL

VersionNum

EMS version number.

DBSMALLINT

NOT NULL

Application_Gateway

This table is part of the Script category (see Script). For database rules, see Script Tables.

Each row describes an external application (custom gateway) or another Unified ICM platform that you can invoke from a routing script or administrative script.

Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway records.

Related Tables

Table 43. Indexes for Application_Gateway Table

index_name

index_description

index_keys

XPKApplication_Gateway

Primary key

ApplicationGatewayID

XAK1Application_Gateway

Unique key

EnterpriseName

XIE1Application_Gateway

Inversion key

ICRInstanceID

Table 44. Fields in Application_Gateway Table

Name

Description

Data Type

Keys and NULL Option

ApplicationGatewayID

A unique identifier for the application gateway.

DBINT

PK, FK

NOT NULL

ApplicationGatewayType

The type of gateway:

0 = custom gateway

1 = remote ICM

2 = contact share node

DBINT

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

Description

Additional information about the application gateway.

DESCRIPTION

NULL

Encryption

The encryption method used by the application gateway:

0 = none

1 = private key

DBINT

NOT NULL

EnterpriseName

An enterprise name for the application gateway. This name must be unique among all application gateways in the enterprise.

VNAME32

 AK-1 NOT NULL

FaultTolerance

The fault-tolerance strategy used by the application gateway. To see values for this field, see Application Gateway: Fault Tolerance.