- Preface for Database Schema Handbook for Cisco Unified ICM or Contact Center Enterprise for Release 12.5(1)
- Introduction for Database Schema Handbook for Cisco Unified ICM or Contact Center Enterprise for Release 12.5(1)
- All Tables for Unified CCE for Release 12.5(1)
- Tables by Group for Unified CCE for Release 12.5(1)
- Field Values for Unified CCE for Release 12.5(1)
- Database Rules for Unified CCE for Release 12.5(1)
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
Master_Script (through MasterScriptID)
index_name | index_description | index_keys |
---|---|---|
XPKAdmin_Script_Schedule_Map | Primary key | MasterScriptID, SequenceNumber |
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:
| DBSMALLINT | NOT NULL |
Recurrence | The granularity of the script frequency interval:
| 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
Agent_Attribute (through SkillTargetID)
Agent_Desk_Settings (through AgentDeskSettingsID)
Agent_Event_Detail (through SkillTargetID)
Agent_Logout (through SkillTargetID)
Agent_Real_Time (through SkillTargetID)
Agent_State_Trace (through SkillTargetID)
Agent_Service_Enabled(through SkillTargetID)
Agent_Team_Member (through SkillTargetID)
Dialer_Detail (through PeripheralNumber)
Peripheral (through PeripheralID)
Person (through PersonID)
Schedule (through ScheduleID)
Skill_Group_Member (through SkillTargetID)
Skill_Target (through SkillTargetID)
Termination_Call_Detail (AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps to Agent.SkillTargetID)
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 |
XIE6Agent | Inversion key | DateTimeStamp |
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:
| 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 |
DateTimeStamp | Records the date and time when the record was added/updated. | DBDATETIME | 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:
| DBCHAR | NOT NULL |
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | 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.
| DBCHAR | NOT NULL |
TemporaryAgent | Indicates whether the agent is a temporary agent 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 |
|
Related Tables
Table 5. Indexes for Agent_Attribute Tableindex_name | index_description | index_keys |
---|---|---|
XPKAgent_Attribute | Primary key | SkillTargetID, AttributeID |
XIE1Agent_Attribute | Inversion key | AttributeID, AttributeValue |
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)
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Desk_Settings | Primary key | AgentDeskSettingsID |
XAK1Agent_Desk_Settings | Unique key | EnterpriseName |
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:
| DBCHAR | NOT NULL | ||
AutoAnswerEnabled | Indicates if calls to the agent are automatically answered:
| DBCHAR | NOT NULL | ||
AutoRecordOnEmergency | Specifies whether to automatically record or not record when an emergency call request started:
| 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 | ||
DateTimeStamp | Records the date and time at which the record was added / updated. | DBDATETIME | NULL | ||
DefaultDevicePortAddress | Optional value to override the default port address for the agent telephony device. | VNAME32 | NULL | ||
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | 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:
| 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:
| 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:
| 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:
| DBCHAR | NOT NULL | ||
OutboundAccessOperatorAssisted | Indicates if the agent can initiate operator assisted calls:
| DBCHAR | NOT NULL | ||
OutboundAccessPBX | Indicates if the agent can initiate outbound PBX calls:
| DBCHAR | NOT NULL | ||
OutboundAccessPrivateNet | Indicates if the agent can initiate calls through the private network:
| DBCHAR | NOT NULL | ||
OutboundAccessPublicNet | Indicates if the agent can initiate calls through the public network:
| 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.
| DBINT | NULL | ||
SilentMonitorAudibleIndication | Specifies whether an audio click sounds when silent monitoring is started:
| DBINT | NULL | ||
SilentMonitorWarningMessage | Specifies whether a warning message box appears on the agent's desktop when silent monitoring is started:
| DBINT | NULL | ||
SupervisorAssistCallMethod | Indicates whether Unified CCE Enterprise creates a consultative call or a blind conference call for the supervisor assistance request:
| DBINT | NULL | ||
SupervisorCallsAllowed | Indicates if the agent can initiate supervisor assisted 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:
| DBINT | NOT NULL | ||
WrapupDataOutgoingMode | Indicates if the agent is allowed or required to enter wrap-up data after an outbound call:
| 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
Peripheral (through PeripheralID)
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Distribution | Primary key | AgentDistributionID |
XAK1Agent_Distribution | Unique key | PeripheralID, DistributorSiteName |
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 |
DateTimeStamp | Records the date and time at which the record was added / updated. | DBDATETIME | 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:
| DBCHAR | NOT NULL |
PeripheralID | The peripheral from which agent data is sent. | DBSMALLINT | AK-1, FK NOT NULL |
Agent_Event_Detail
This table is part of 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
Agent (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)
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 |
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 | DBINT | NULL |
Event | Event transition that occurred. This value represents the event that is triggered and does not correlate with Agent State values.
| 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 Tableindex_name | index_description | index_keys |
---|---|---|
XPKAgent_Interval | Primary key | DateTime, SkillTargetID, Timezone, MRDomainID |
XAK1Agent_Interval | Unique key | Recovery Key |
XIE1Agent_Interval | Inversion key | DbDateTime |
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:
| 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 |
PickRequests | The total number of pick requests picked by this agent in the reporting interval. | DBINT | NULL |
PullRequests | The total number of pull requests picked by this agent in the reporting interval. | DBINT | NULL |
PickErrors | Number of pick requests resulting in an error either due to routing failure or those that abandon/ terminate before being delivered to Agent's inbox. | DBINT | NULL |
PullErrors | Number of pull requests resulting in an error either due to routing failure or those that abandon / terminate before being delivered to Agent's inbox. | 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. | DBFLT8 | 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 part of the Skill Target category (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
Agent (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Logout | Primary key | LogoutDateTime, SkillTargetID, TimeZone, MRDomainID |
XAK1Agent_Logout | Unique key | RecoveryKey |
XIEAgent_Logout | Inversion key | DbDateTime |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
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 | 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. | DBFLT8 | 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 part of the Skill Target category (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
Agent (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)
Precision_Queue (through PrecisionQueueID)
Service (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Group (SkillGroupSkillTargetID maps to SkillGroup.SkillTargetID)
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Real_Time | Primary key | SkillTargetID, MRDomainID |
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:
| 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.
| 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.
| 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.
| 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, Email and Web Manager ) 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: Email and Web Manager ) will not allow the agent to work on a task unless Unified ICM assigns the task. For Email and Web Manager , an agent mode never changes. Each agent is always routable. 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:
| DBINT | NULL | ||
Direction | Direction of call on which the agent is currently working:
| 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.
| DBINT | FK NULL | ||
OnHold | OnHold status of the agent:
| DBINT | NULL | ||
PhoneType | The kind of phone being used:
| 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 |
| DBINT | NULL | ||
ReasonCode | Code received from the peripheral indicating the reason for the agent's last state change. See Reason Codes.
| 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:
| DBINT | NULL | ||
Routable | Indicates whether calls from the agent are routable with respect to this Media Routing Domain:
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: Email and Web Manager ) 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: Email and Web Manager ) 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 Email and Web Manager , an agent mode never changes. Each agent is always routable. 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 peripheral gateway(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. |
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 |
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 is completed, and the database is updated for 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.
| 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:
In Unified CCE, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table:
| 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. | DBINT | NULL | ||||
AttributeID7 | Attribute 7 associated with the Precision Queue. | DBINT | NULL | ||||
AttributeID8 | Attribute 8 associated with the Precision Queue. | DBINT | NULL | ||||
AttributeID9 | Attribute 9 associated with the Precision Queue. | DBINT | NULL | ||||
AttributeID10 | Attribute 10 associated with the Precision Queue. | 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 | The number of calls that were barged in by a supervisor or another agent during the reporting interval. The number is calculated for each agent associated with the specific skill group. This field is applicable for Unified CCE only. | DBINT | NULL | ||||
BusyOtherTime | The number of seconds that 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 | The number of seconds that the agent spent processing callback messages during the reporting interval. This field is applicable only to the Aspect ACD. | DBINT | NULL | ||||
CallbackMessages | The number of callback messages processed by the agent during the reporting interval. This field is applicable only to the Aspect ACD. | DBINT | NULL | ||||
CallsAnswered | The 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.
| DBINT | NULL | ||||
CallsHandled | The number of inbound ACD calls that were answered and completed wrap-up by agents in the skill group during the reporting interval. A handled call is:
| 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.
| 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.
| 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) The value in this field for the incoming routed calls includes:
| 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:
| DBINT | NULL | ||||
MonitorCalls | The number of calls that the supervisor silently monitored.
| 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. | DBFLT8 | 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.
| 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 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 part of 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)
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 |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
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 |
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. | DBFLT8 | 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 part of 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)
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Skill_Group_Real_Time | Primary key | SkillTargetID, SkillGroupSkillTargetID |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
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.
| 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 part of 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
Agent (through SkillTargetID)
Media_Routing_Domain (through MRDomainID)
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 |
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 | ||
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 | ||
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. | DBFLT8 | 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 | ||
SkillGroupSkillTargetID | Identifies the skill group the event is associated with.
| 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_Service_Enabled
Agent Service Enabled is a configuration table, it stores the mapping of Contact Center AI services enabled for an agent. If there is an entry present for a service in this table, it means that the service is enabled for the agent.
Related Tables
Agent (through SkillTargetID)
Table 27. Indexes for the Agent_Service_Enabled Table
constraint_name | constraint_type | columns_name |
---|---|---|
XPKAgent_Service_Enabled | Primary key | SkillTargetID ServiceType |
Table 28. Fields in the Agent_Service_Enabled Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
SkillTargetID | Identifies the agent. | DBINT | NOT NULL |
ServiceType | Type of the services:
| DBINT | 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
Agent_Targeting_Rule_Member (through AgentTargetingRuleID)
Agent_Targeting_Rule_Range (through AgentTargetingRuleID)
Peripheral (through EnterpriseName)
Table 29. 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 30. 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 |
DateTimeStamp | Records the date and time at which the record was added / updated. | DBDATETIME | 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
| 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
Agent_Targeting_Rule (through AgentTargetingRuleID)
Routing_Client (through RoutingClientID)
Table 31. Indexes for Agent_Targeting_Rule_Member
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Targeting_Rule_Member | Primary key | AgentTargetingRuleID, RoutingClientID |
Table 32. 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
Agent_Targeting_Rule (through AgentTargetingRuleID)
Table 33. Indexes for Agent_Targeting_Rule_Range
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Targeting_Rule_Range | Primary key | AgentTargetingRuleRangeID, AgentTargetingRuleID |
Table 34. 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
Agent (through PriSupervisorSkillTargetID)
Agent_Team_Member (through AgentTeamID)
Table 35. 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 36. 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 |
DateTimeStamp | Records the date and time at which the record was added / updated. | DBDATETIME | NULL |
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | 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
Agent (through SkillTargetID)
Agent_Team (through AgentTeamID)
Table 37. 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 38. 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 39. Indexes for Agent_Team_Supervisor Table
index_name | index_description | index_keys |
---|---|---|
XPKAgent_Team_Supervisor | Primary key | AgentTeamID, SupervisorSkillTargetID |
Table 40. 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
Network_Target (through NetworkTargetID)
Table 41. Indexes for Announcement Table
index_name | index_description | index_keys |
---|---|---|
XPKAnnouncement | Primary key | NetworkTargetID |
XAK1Announcement | Unique key | EnterpriseName |
Table 42. 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 |
DateTimeStamp | Records the date and time at which the record was added / updated. | DBDATETIME | 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 43. 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 44. Fields in Application_Event Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BinData | Optional event binary data. | varbinary(max) | 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. | DBFLT8 | 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
Application_Gateway_Connection (through ApplicationGatewayID)
ICR_Instance. (through ICRInstanceID)
Table 45. 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 46. 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 |
DateTimeStamp | Records the date and time at which the record was added / updated. | DBDATETIME | NULL |
Description | Additional information about the application gateway. | DESCRIPTION | NULL |
Encryption | The encryption method used by the application gateway: 0 = none 1 = private key 2 = TLS | 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. | DBINT | NOT NULL |
ICRInstanceID | Identifies the instance associated with the application gateway. | DBINT | FK, IE-1 NULL |
PreferredSide | Indicates which side of the Gateway the software should use when both are available: A or B. This applies only when ApplicationGatewayType is 0 (custom gateway). | char(1) | NULL |
Application_Gateway_Connection
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row describes the connection of one side of the CallRouter (side A or side B) to an Application Gateway host.
Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway_Connection records.
Related Tables
Application_Gateway (through ApplicationGatewayID)
Table 47. Indexes for Application_Gateway_Connection Table
index_name | index_description | index_keys |
---|---|---|
XPKApplication_Gateway_Connect | Primary key | ApplicationGatewayID, Side |
XIF134Application_Gateway_Conn | Inversion key | ApplicationGatewayID |
Table 48. Fields in Application_Gateway_Connection Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonTimeout | An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default value is 5000. | DBINT | NULL |
Address | A string that describes the connection to the host. The format depends on the protocol. For TCP, the format is hostname:port or IPAddress:port. | varchar(255) | NULL |
ApplicationGatewayID | Identifies the Application Gateway associated with the connection. | DBINT | PK, FK, IE NOT NULL |
Command | A command the software sends to the application gateway when the row is created or updated by the Update Central Controller operation. You can use this field to send one-time commands to the application gateway host. | DBINT | NULL |
CommandParam | A parameter to be sent with the command. | DBINT | NULL |
ConnectInfo | A string the software passes to the host during initialization. The software does not use or validate the value. | varchar(255) | NULL |
Description | Additional information about the connection. | DESCRIPTION | NULL |
ErrorThreshold | Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect. | DBINT | NULL |
HeartbeatLimit | Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.) | DBINT | NULL |
HeartbeatRetry | Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry. | DBINT | NULL |
HeartbeatTimeout | Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300. | DBINT | NULL |
HeartbeatInterval | Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value. | DBINT | NULL |
InService | Indicates whether the connection is currently available: 'Y' (yes) or 'N' (no). | DBCHAR | NOT NULL |
LateTimeout | Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only. | DBINT | NULL |
LinkTestThreshold | Currently not used. | DBINT | NULL |
OpenTimeout | Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000. | DBINT | NULL |
Protocol | The communications protocol used for the connection. 1 = TCP (the only value currently supported). | DBINT | NOT NULL |
RequestTimeout | Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300. | DBINT | NULL |
SessionRetry | Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default value is 30000. | DBINT | NULL |
SessionRetryLimit | The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies. | DBINT | NULL |
Side | Indicates which side of the CallRouter uses the connection. Valid values are 'A' and 'B'. | char(1) | PK NOT NULL |
Application_Gateway_Globals
This table is part of the Script category (see Script). For database rules, see Script Tables.
The table contains two rows that define default values for the Application_Gateway_Connection tables. One row defines defaults for external applications (custom gateways) and the other defines defaults for remote system software platforms.
Use the Application Gateway list tool to modify the Application_Gateway_Globals records.
Table 49. Indexes for Application_Gateway_Globals Table
index_name | index_description | index_keys |
---|---|---|
XPKApplication_Gateway_Globals | Primary key | ID |
Table 50. Fields in Application_Gateway_Globals Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AbandonTimeout | An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default is 5000. | DBINT | NOT NULL | ||
ApplicationGatewayType | The type of gateway: 0 = custom gateway 1 = remote ICM 2 = contact share node
| DBINT | NOT NULL | ||
DateTimeStamp | Records the date and time when a record was added / updated. | DBDATETIME | NULL | ||
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
ErrorThreshold | Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect. | DBINT | NOT NULL | ||
HeartbeatLimit | Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.) | DBINT | NOT NULL | ||
HeartbeatRetry | Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry. | DBINT | NOT NULL | ||
HeartbeatTimeout | Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300. | DBINT | NOT NULL | ||
HeartbeatInterval | Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value. | DBINT | NOT NULL | ||
ID | A unique identifier for the row. | DBINT | PK NOT NULL | ||
LateTimeout | Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only. | DBINT | NOT NULL | ||
LinkTestThreshold | Currently not used. | DBINT | NOT NULL | ||
OpenTimeout | Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000. | DBINT | NOT NULL | ||
RequestTimeout | Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300. | DBINT | NOT NULL | ||
SessionRetry | Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default is 30000. | DBINT | NOT NULL | ||
SessionRetryLimit | The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies. | DBINT | NOT NULL |
Application_Gateway_Half_Hour
This table is part of the Script category. For more information, see Script. For database rules, see Script Tables.
It gets populated on central and HDS databases and provides statistics on each Application Gateway.
The software updates these statistics every 30 minutes and generates Application_Gateway_Half_Hour records for each Application Gateway.
Related Tables
Application_Gateway (through ApplicationGatewayID)
Table 51. Indexes for Application_Gateway_Half_Hour Table
index_name | index_description | index_keys |
---|---|---|
XPKApplication_Gateway_Half_Ho | Primary key | ApplicationGatewayID, DateTime, TimeZone |
XAK1Application_Gateway_Half_H | Unique key | RecoveryKey |
XIE1Application_Gateway_Half_H | Inversion key | DbDateTime |
Table 52. Fields in Application_Gateway_Half_Hour Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ApplicationGatewayID | Identifies the Application Gateway. | DBINT | PK, FK NOT NULL |
AvgDelayToHalf | The average delay during the half-hour period (AvgDelayToHalf) is derived by dividing the total delay by the total number of requests during every half-hour interval. TotalDelay is calculated by the router internally in milliseconds, for all requests to the Application Gateway. If RequestsToHalf is higher than TotalDelay during half-hour interval, then this value will be zero. AvgDelayToHalf=TotalDelay/RequestsToHalf | 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 |
ErrorsToHalf | Number of errors that occurred for Application Gateway requests during the half-hour interval. Consult EMS logs for specific error information. | DBINT | NULL |
LatesToHalf | Number of responses that exceeded the LateTimeout value for the connection during the half-hour interval. | DBINT | NULL |
MaxDelayToHalf | The longest response time, in milliseconds, for any request to the Application Gateway during the half-hour interval. | DBINT | NULL |
RecoveryKey | Unique identity that is assigned to each record and used internally by the Unified ICM or Unified CC Enterprise software to track records. | DBFLT8 | AK-1 NOT NULL |
RejectsToHalf | The number of requests rejected by the Application Gateway during the half-hour interval. | DBINT | NULL |
RequestsToHalf | The number of requests that are sent to the Application Gateway during the half-hour interval. | DBINT | NULL |
TimeoutsToHalf | The number of requests sent to the Application Gateway that timed out during the half-hour interval. | 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 |
UnavailableToHalf | Number of requests attempted while no Application Gateway was available during the half-hour interval. | DBINT | NULL |
Application_Instance
This table is part of the Media Routing category (see Media Routing). For database rules, see Media Routing Tables.
The table contains configuration data about external application instances. The data in this table enables the software to identify application instances and grant them access to the Configuration Management Service (CMS). This table is populated initially with default Application Instances as listed in the ApplicationInstanceID field, below.
Related Table
Application_Path (through ApplicationInstanceID)
Table 53. Indexes for Application_Instance Table
index_name | index_description | index_keys |
---|---|---|
XPKApplication_Instance | Primary key | ApplicationInstanceID |
XAK1Application_Instance | Unique key | EnterpriseName |
Table 54. FIelds for Application_Instance Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ApplicationInstanceID | Identifies the Application Instance. Default Application Instance:
| DBINT | PK NOT NULL |
ApplicationKey | A key supplied by the application which allows the application instance entry to CMS services. | varchar(32) | NOT NULL |
ApplicationType | Provides a key to the characteristics of certain applications. | DBINT | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
Description | Additional information about this application instance. | DESCRIPTION | NULL |
EnterpriseName | The unique name of the application instance. | VNAME32 | AK-1 NOT NULL |
PermissionLevel | Determines the permissions given to the application: 0 = Full read and write permission to all configuration tables. 1 = Read-only permission to all configuration tables (the application may not change any data). 2 = Authentication only (only the ConAPI authentication API's will function). 3 = None | DBINT | NOT NULL |
Application_Path
This table is part of the Media Routing category. For more information, see Media Routing. For database rules, see Media Routing Tables.
The table defines a path from a registered application instance 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.
Related Tables
Application_Instance (through ApplicationInstanceID)
Application_Path_Member (through ApplicationPathID)
Application_Path_Real_Time (through ApplicationPathID)
Logical_Interface_Controller (through LogicalControllerID)
Media_Routing_Domain (through MRDomainID)
Table 55. Indexes for Application_Path Table
index_name | index_description | index_keys |
---|---|---|
XPKApplication_Path | Primary key | ApplicationPathID |
XAK1Application_Path | Unique key | EnterpriseName |
Table 56. Fields in Application_Path Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ApplicationInstanceID | Defines the application instance that uses this application path. | DBINT | FK NOT NULL |
ApplicationPathID | A unique identifier for the application path. | DBINT | PK NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
Description | Additional information about this application path. | DESCRIPTION | NULL |
EnterpriseName | The unique name of the application instance. | VNAME32 | AK-1 NOT NULL |
LogicalControllerID | Foreign key to the Logical_Interface_Controller table. | DBSMALLINT | FK NOT NULL |
Application_Path_Member
This table is part of the Media Trouting category. For more information, see Media Routing. For database rules, see Media Routing Tables.
The table defines the Media Routing Domains (MRDs) that use a particular application path.
Related Tables
Application_Path (through ApplicationPathID)
Media_Routing_Domain (through MRDomainID)
Peripheral (through PeripheralID)
Table 57. Indexes for Application_Path_MemberTable
index_name | index_description | index_keys |
---|---|---|
XPKApplication_Path_Member | Primary key | PeripheralID, MRDomainID |
XIE1Application_Path_Member | Inversion key | ApplicationPathID |
Table 58. Fields in Application_Path_MemberTable
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ApplicationPathID | The application path identifier for this application path member. | DBINT | FK, IE-1 NOT NULL |
MRDomainID | The MRD identifier for this application path member. | DBINT | PK, FK NOT NULL |
PeripheralID | Link to the Peripheral table. | DBSMALLINT | PK, FK NOT NULL |
Application_Path_Real_Time
This table is part of the Media Routing category (see Media Routing ). For database rules, see Media Routing Tables.
The table provides real-time status and connection data for application paths.
Related Table
Application_Path (through ApplicationInstanceID)
Table 59. Indexes for Application_Path_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKApplication_Path_Real_Time | Primary key | ApplicationPathID |
Table 60. Fields in Application_Path_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ApplicationPathID | The application path identifier for this application path member. | DBINT | PK, FK NOT NULL |
DateTime | The date and time when the data in this table was last updated. | DBDATETIME | NOT NULL |
OnLine | Indicates whether or not the application path is currently on-line: 1 = yes, on-line 0 = no, not on-line. | DBCHAR | NULL |
OnLineDateTime | The date and time at which the application instance associated with this application path established connection to the CTI Server. | DBDATETIME | NULL |
Text1 | Application-specific strings. | varchar(40) | NULL |
Text2 | Application-specific strings. | varchar(40) | NULL |
Text3 | Application-specific strings. | varchar(40) | NULL |
Text4 | Application-specific strings. | varchar(40) | NULL |
Text5 | Application-specific strings. | varchar(40) | NULL |
Text6 | Application-specific strings. | varchar(40) | NULL |
Text7 | Application-specific strings. | varchar(40) | NULL |
Text8 | Application-specific strings. | varchar(40) | NULL |
Text9 | Application-specific strings. | varchar(40) | NULL |
Text10 | Application-specific strings. | varchar(40) | NULL |
Attribute
This table defines attributes that agents may have and that calls may request.
Note | A skill is a special form attribute used to identify which attributes are used in the most skilled agent and least skilled agent queue ordering. An attribute which is considered a skill must have the following:
|
Note | You cannot modify the DataType of an existing attribute. |
Related Tables
Agent_Attribute (through AttributeID)
Agent_Skill_Group_Interval (through AttributeID)
Agent_Skill_Group_Real_Time (through AttributeID)
Call_type_SG_Interval (through AttributeID)
Precision_Q_Real_Time (through AttributeID)
Precision_Queue_Term (through AttributeID)
Router_Queue_Interval (through AttributeID)
Table 61. Indexes for Attribute Table
index_name | index_description | index_keys |
---|---|---|
XPKAttribute | Primary key | AttributeID |
XAK1Attribute | Unique key | EnterpriseName |
XIE1Attribute | Inversion key | DateTimeStamp |
Table 62. Fields in Attribute Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AttributeDataType | Data type for this attribute. Valid values are:
| DBINT | NOT NULL |
AttributeID | ID and primary key. | DBINT | PK1 NOT NULL |
AppearsOnDesktop | Y or N. Default is N. If Y, this attribute appears on the agent desktop. This flag is only advisory for the desktop software. | DBCHAR | NOT NULL |
ChangeStamp | Change stamp. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
DefaultValue | Must be convertable to the datatype specified. | varchar255 | NULL |
Deleted | Deleted Flag stored as a character. Valid values are:
| DBCHAR | NOT NULL |
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL |
Description | Description of the attribute. | DESCRIPTION | NULL |
EnterpriseName | Name of this attribute. | VNMAE32 | NOT NULL |
MaximumValue | Must be convertable to the datatype specified. | varchar255 | NULL |
MinimumValue | Must be convertable to the datatype specified. | varchar255 | NULL |
SettableByAgent | Y or N (Default). If Y, the agent can set this attribute for the desktop. This flag is only advisory for the desktop software. | DBCHAR | NOT NULL |
Attribute_Set
Note | This table is defined for future use. |
This table defines the attribute set that agents may have and that calls may request.
This table supports individual adds and deletes, as well as delete.
Table 63. Indexes for Attribute_Set Table
index_name | index_description | index_keys |
---|---|---|
XPKAttribute_Set | Primary key | AttributeSetID |
XAK1Attribute_Set | Unique key | EnterpriseName |
Table 64. Fields in Attribute_Set Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AttrbuteSetDataType | Data type for this attribute set. The values are: The value are:
| DBINT | NOT NULL |
AttributeSetID | Unique ID and the primary key. | DBINT | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
Description | Description of the Attribute Set table. | DESCRIPTION | NULL |
EnterpriseName | Name of the Attribute Set. | VNAME32 | NOT NULL |
Attribute_Set_Member
Note | This table is defined for future use. |
This table defines the set of attributes belong to the same attribute set data type.
This table supports individual adds and deletes, as well as delete. The Attribute table is the parent.
Table 65. Indexes for Agent Table
index_name | index_description | index_keys |
---|---|---|
XPKAttribute_Set_Member | Primary key | AttributeSetID, AttributeID |
Table 66. Fields in Attribute_Set_Member Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AttributeSetID | Foreign Key from Attribute Set table and part of the primary key. | DBINT | NOT NULL |
AttributeID | Foreign Key from Attribute Set table and part of the primary key. | DBINT | NOT NULL |
AWControl
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Local database only.
Contains one record of control information about the Administration & Data Server. This information is used internally by the system.
Note | This table has no indexes because it has only one row. |
Table 67. Fields in AWControl Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AWType | The AW type:
| DBINT | NOT NULL |
ConfigChangedBySystemName | The name of the workstation that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed. | VNAME32 | NULL |
ConfigChangedByUserName | The name of the user that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed. | varchar(64) | NULL |
ControllerConfigChangeKey | The recovery key value from the Config Message Log table when the configuration or script information in the central database was last updated. This field is maintained by the real-time feed. | DBFLT8 | NOT NULL |
ControllerConfigChangeTime | The time that the configuration or script information in the central database was last updated. This field is maintained by the real-time feed. | datetime | NULL |
HDSPropertyEnabled | Indicates whether the Historical Data Server property is enabled:
| DBCHAR | NOT NULL |
LastRetrievalKey | The recovery key value copied from the Config Message Log table when the local database was last updated from the central database. | DBFLT8 | NOT NULL |
LastRetrievalTime | The time that the local Administration & Data Server database was last updated from the central database. | DATETIME | NULL |
Blended_Agent_Options
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Note | If Outbound Option was not selected during setup, this table will contain no data. This table has no indexes because it has only one row. |
Contains all options that are global to a Outbound Option deployment. There is only one row in this table.
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify the Outbound Option Options records.
Table 68. Fields in Blended_Agent_Options Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CPAAnalysisPeriod | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of milliseconds the dialer will spend analyzing. Advanced configuration item. | DBINT | NULL |
CPAJitterBufferDelay | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Used for fine tuning call progress analysis. Advanced configuration item. | DBINT | NULL |
CPAMaxTermToneAnalysis | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item. | DBINT | NULL |
CPAMaxTimeAnalysis | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum time allowed for analysis in milliseconds. Advanced configuration item. | DBINT | NULL |
CPAMinimumValidSpeechTime | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum number of milliseconds of voice required to qualify a call as voice detected. Advanced configuration item. | DBINT | NULL |
CPAMinSilencePeriod | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum silence period required to classify as a call voice detected. Advanced configuration item. | DBINT | NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
DialEndHours | The latest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time. | DBINT | NOT NULL |
DialEndMinutes | The latest valid minute to call a contact. The minutes value is based on the contact's local time. | DBINT | NOT NULL |
DialStartHours | The earliest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time. | DBINT | NOT NULL |
DialStartMinutes | The earliest valid minute to call a contact. The minutes value is based on the contact's local time. | DBINT | NOT 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
IPDirectDialPreview | A Boolean value that indicates that all preview and personal callback modes should be direct dialed from the agent desktop rather than transferred from the dialer. A Y indicates enabled, N indicates disabled. The default is N. | DBCHAR | NOT NULL |
PcbAllowedSaturday | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Allow dialing of personal callbacks on Saturday. The default is N. | DBCHAR | NOT NULL |
PcbAllowedSunday | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Allow dialing of personal callbacks on Sunday. The default is N. | DBCHAR | NOT NULL |
PcbBusyRetry | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Personal callbacks. Minimum time in minutes before retrying a busy. | DBINT | NULL |
PcbCheckRecords | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Frequency (in minutes) to check for records in the database. | DBINT | NULL |
PcbMaxAttempts | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum attempts to retry. | DBINT | NULL |
PcbMode | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates the personal callback mode to use if this personal callback was not associated with a campaign. The three mode choices are useVDN, Reschedule, or Abandon. | DBINT | NULL |
PcbNoAnswerRetry | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum time in minutes before retrying a no answer. | DBINT | NULL |
PcbNoAnswerRingLimit | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of rings to wait before considering this call a no answer call. | DBINT | NULL |
PcbPurgeRecords | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Days to wait before purging old records. | DBINT | NULL |
PcbPurgeStatus | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates which personal callback records to purge based on the call status. It is a string of dialing list status characters. | varchar(64) | NULL |
PcbRecordsToCache | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of personal callback records to cache in the dialer. | DBINT | NULL |
PcbReserveRetry | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum time before retrying a failed reservation. | DBINT | NULL |
RescheduleCallbacks | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether callbacks should be rescheduled or not. The default is Y. | DBCHAR | NOT NULL |
Bucket_Intervals
This configuration table holds the definition for Bucket Intervals that are used for Call type reporting. The Intervals are in sequentially increasing order, with the unused intervals having a NULL value.
Use the Unified ICM Configuration Manager Bucket Interval List Tool to modify Bucket intervals.
Table 69. Indexes for Bucket_Intervals Table
index_name | index_description | index_keys |
---|---|---|
XPKBucket_Intervals | Primary key | BucketIntervalID |
XAK1Bucket_Intervals | Unique key | EnterpriseName |
Table 70. Fields in Bucket_Intervals Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BucketIntervalID | The primary key for this table. | DBINT | PK NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
Deleted | The default is N. | DBCHAR | NOT NULL |
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL |
EnterpriseName | The enterprise name for this table. | VNAME32 | AK-1 NOT NULL |
IntervalUpperBound1 | Upper bound in seconds of interval 1 | DBINT | NULL |
IntervalUpperBound2 | Upper bound in seconds of interval 2 | DBINT | NULL |
IntervalUpperBound3 | Upper bound in seconds of interval 3 | DBINT | NULL |
IntervalUpperBound4 | Upper bound in seconds of interval 4 | DBINT | NULL |
IntervalUpperBound5 | Upper bound in seconds of interval 5 | DBINT | NULL |
IntervalUpperBound6 | Upper bound in seconds of interval 6 | DBINT | NULL |
IntervalUpperBound7 | Upper bound in seconds of interval 7 | DBINT | NULL |
IntervalUpperBound8 | Upper bound in seconds of interval 8 | DBINT | NULL |
IntervalUpperBound9 | Upper bound in seconds of interval 9 | DBINT | NULL |
Bulk_Job
This table supports operations from the Packaged CCE Bulk Operations tool.
Table 71. Indexes for Bulk_Job Table
index_name | index_description | index_keys |
---|---|---|
XPKBulk_Job | Primary key | BulkJobID |
Table 72. Fields in Bulk_Job Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
BulkJobID | Auto-assigned Unique ID and Primary Key. | DBINT | PK NOT NULL | ||
ChangeStamp | Incremented when the record is changed in the database | CHANGESTAMP | NOT NULL | ||
CreateDateTime | The date and time when the job was created | DBDATETIME | NULL | ||
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL | ||
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL | ||
Description | Describes this job | DESCRIPTION | NULL | ||
EndDateTime | The date and time when the job was finished | DBDATETIME | NULL | ||
JobHostName | The AW on which the job will run | varchar(64) | NULL | ||
JobState | The state of the job. The options are:
| DBSMALLINT | NULL | ||
JobType | Indicates the type of bulk job. The options are:
| DBSMALLINT | NOT NULL | ||
StartDateTime | The date and time when the job was started | DBDATETIME | NULL |
Business_Entity
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
It lists the business entities within the enterprise.
Related Tables
Enterprise_Route (through Enterprise Route ID)
Enterprise_Service (through EntityID)
Enterprise_Skill_Group (through EntityID)
Master_Script (through Entity ID)
Schedule (through EntityID)
Table 73. Indexes for Business_Entity Table
index_name | index_description | index_keys |
---|---|---|
XPKBusiness_Entity | Primary key | EntityID |
XAK1Business_Entity | Unique key | EntityName |
Table 74. Fields in Business_Entity Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the business entity. | DESCRIPTION | NULL |
EntityID | A unique identifier for the business entity. | DBINT | PK NOT NULL |
EntityName | The name of the business entity. | varchar(30) | AK-1 NOT NULL |
Business_Hours
This table is in the Business Hours category. To see database rules for these tables, see Business Hours.
It contains a description of all the business hours that a enterprise may use. There is a single row for every configured business hour.
You can use the Call Tracer utility from within Script Editor to view the Business Hour evaluvation status in the tracer logs.
Related Tables
Business_Hours_Real_Time (through BusinessHoursID)
Business_Hours_Reason (through BusinessHourReasonID)
Special_Day_Schedule (through BusinessHoursID)
Time_Zone_Location (through TimeZoneLocationID)
Week_Day_Schedule (through BusinessHoursID)
Table 75. Indexes for Business_Hours Table
index_name | index_description | index_keys |
---|---|---|
XPKBusiness_Hours | Primary key | BusinessHoursID |
XAK1Business_Hours | Unique key | EnterpriseName |
XIE1Business_Hours | Inversion key | DepartmentID |
XIE2Business_Hours | Inversion key | TimeZoneLocationID |
Table 76. Fields in Business_Hours Table
Field | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BusinessHoursID | Unique ID of the business schedule object | DBINT | PK NOT NULL |
EnterpriseName | An enterprise name for this business hour. The name must be unique among all the business hours within the business entity. | VNAME32 | AK NOT NULL |
DepartmentID | Displays the foreign key from the Department table. NULL for global department. | DBINT | FK, IE NULL |
Description | Additional information about this business hour. | DESCRIPTION | NULL |
ManualOverride | If this field is 0, the system uses the business hour configured for that department and time zone. You can override the default business hour with the following:
| DBTINYINT | NOT NULL |
BusinessHourReasonID | Foreign key from the Business Hours Reason table. | DBINT | FK NULL |
BusinessHourType | Defines the type of the business hour.
Default value is 0. | DBTINYINT | NOT NULL |
TimeZoneLocationID | The timezone that the schedule will be based on. Displays the foreign key from the Time Zone Location table. | DBINT | FK, IE NOT NULL |
DateTimeStamp | Records the date and time when a record is added or updated. | DBDATETIME | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
FutureUseInt1 | Future Use | DBINT | NULL |
FutureUseInt2 | Future Use | DBINT | NULL |
FutureUseVarChar1 | Future Use | VARCHAR(64) | NULL |
FutureUseVarChar2 | Future Use | VARCHAR(64) | NULL |
Business_Hours_Real_Time
This table provides the current status of the business hour and the reason code as a real time report.
Related Tables
Business_Hours (through BusinessHoursID)
Business_Hours_Reason (through ReasonCode)
Table 77. Indexes for Business_Hours_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKBusiness_Hours_Real_Time | Primary key | BusinessHoursID |
Table 78. Fields in Business_Hours_Real_Time Table
Field | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BusinessHoursID | Foreign key from Business Hours table. | DBINT | PK NOT NULL |
DateTime | Date and time when this data was last updated. It represents the updated time stamp. | DBDATETIME | NOT NULL |
ScheduleStatus | Indicates whether the business hour is open or closed.
| DBINT | NULL |
ReasonCode | Reason code of the active schedule. | DBINT | NULL |
FutureUseInt1 | Future Use | DBINT | NULL |
FutureUseInt2 | Future Use | DBINT | NULL |
FutureUseInt3 | Future Use | DBINT | NULL |
FutureUseInt4 | Future Use | DBINT | NULL |
FutureUseInt5 | Future Use | DBINT | NULL |
Business_Hours_Reason
This table contains the reason for the business hour's state.
Related Tables
Business_Hours (through BusinessHourReasonID)
Business_Hours_Real_Time (through ReasonCode)
Table 79. Indexes for Business_Hours_Reason Table
index_name | index_description | index_keys |
---|---|---|
XPKBusiness_Hours_Reason | Primary key | BusinessHourReasonID |
XAK1Business_Hours_Reason | Unique key | ReasonCode |
Table 80. Fields in Business_Hours_Reason Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BusinessHourReasonID | Unique ID of the business reason. | DBINT | PK NOT NULL |
ReasonCode | A unique key assigned to each reason. | DBINT | AK NOT NULL |
ReasonText | Description of the business hour reason in text format. | VARCHAR(255) | NULL |
DateTimeStamp | Records the date and time when a record is added or updated. | DBDATETIME | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
FutureUseInt1 | Future Use | DBINT | NULL |
FutureUseInt2 | Future Use | DBINT | NULL |
FutureUseVarChar1 | Future Use | VARCHAR(128) | NULL |
FutureUseVarChar1 | Future Use | VARCHAR(64) | NULL |
Call_Event_Detail (Reserved for future use)
This table contains the call event information and the records will be created by the Unified CCE Router in the following scenarios.
When the call is Connected to VRU for Self service.
When the call is Queued to Precision Queue, Skill Group, or Agent.
This report will be used only for the Analyzer Integration.
Table 81. Indexes for Call_Event_Detail Table
index_name | index_description | index_keys |
---|---|---|
XAK1Call_Event_Detail | Unique key | RecoveryKey |
XIE1Call_Event_Detail | Inversion key | RouterCallKey, RouterCallKeyDay |
XIE2Call_Event_Detail | Inversion key | DbDateTime |
Table 82. Fields in Call_Event_Detail Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentQueueIDs | This field will be updated only when the Call queued to agent directly use QueueToAgent node. | VARCHAR(512) | NULL |
DateTime | Date and Time of the event in Central Controller Time. | DBDATETIME | NOT NULL |
DbDateTime | The current date and time stamp when the records are written to the HDS database. The logger database has NULL in this column. | DBDATETIME | NULL |
EventType | Call event type
| DBINT | 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 |
FutureUseVarchar1 | Reserved for future use | VARCHAR(64) | NULL |
FutureUseVarchar2 | Reserved for future use | VARCHAR(64) | NULL |
PrecisionQueueIDs | Precision Queue ID if the the call is queued to Precision Queue. | VARCHAR(512) | NULL |
RouterCallKey | A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. Applicable only if the agent is in an active call. | DBINT | NOT NULL |
RouterCallKeyDay | A value indicating the day that the call was received and the Route_Call_Detail record was created. Applicable only if the agent is in an active call. | DBINT | NOT NULL |
RouterCallKeySequenceNumber | The RouterCallKeySequenceNumber of the call leg for which these events are triggered. | DBINT | NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | NOT NULL |
SkillGroupIDs | Skill Group ID to which the Call is queued. | VARCHAR(512) | 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 | NOT NULL |
UpdateQueues | Indicates if the Queue IDs are new Queue IDs or updated to existing list of Queues.
| DBINT | NOT NULL |
Call_Type
This table is part of the Script category. For database rules, see the "Script Tables" section.
Each row describes a category of calls that the software can handle. The Dialed Number Map table determines which calls are assigned to each category. The Call Type Map table determines which scripts are executed for each call type.
Use the Call Type list tool to add, update, and delete Call_Type records. This tool can be launched through the Configuration Manager.
Related Tables
Call_Type_Map (by CallTypeID)
Call_Type_Real_Time (by CallTypeID)
Customer_Defintion (by CustomerDefinitionID)
Default_Call_Type (by CallTypeID)
Dialed_Number_Map (by CallTypeID)
ICR_Globals (Call_Type.CallTypeID maps to ICR_Globals.DefaultCallType)
Route_Call_Detail (by CallTypeID)
Termination_Call_Detail (by CallTypeID)
Table 83. Indexes for Call_Type Table
index_name | index_description | index_keys |
---|---|---|
XAK1Call_Type | Nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Call_Type | Nonclustered located on PRIMARY | CustomerDefinitionID |
XIE2Call_Type | Nonclustered located on PRIMARY | DateTimeStamp |
XPKCall_Type | Clustered, unique, primary key located on PRIMARY | CallTypeID |
Table 84. Fields in Call_Type Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
BucketIntervalID | The ID for the entry in the Bucket_Interval Table used for this CallType. The default value is NULL. NULL means that the bucket interval from ICR_Globals is used for this calltype. | DBINT | FK NULL | ||
CallTypeID | A unique identifier for this call type. | DBINT | PK NOT NULL | ||
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
CustomerDefinitionID | Identifies the customer definition, if any, associated with the call type. | DBINT | IE-1 NULL | ||
DateTimeStamp | Records the date and time when a record is added or updated. | DBDATETIME | NULL | ||
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL | ||
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL | ||
Description | Additional information about the call type. | DESCRIPTION | NULL | ||
EnterpriseName | An enterprise name for this call type. This name must be unique among all call types in the enterprise. | VNAME32 | AK-1 NOT 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 | IE3, NULL | ||
ServiceLevelThreshold | The time in seconds to be used as the service level threshold. | DBINT | NULL | ||
ServiceLevelType | Default value that indicates how the software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services. | DBSMALLINT | NULL | ||
SurveyID (For Future Use) | Survey application associated with the call type. | DBINT | FK,NULL |
Call_Type_Interval
This section describes the Call Type Interval table.
Note |
|
Table 85. Fields in Call_Type_Interval Table
Name | Description | Data Type | Keys and NULL Option | ||||
---|---|---|---|---|---|---|---|
AbandInterval1 | The number of calls abandoned within Interval 1. For Call Type Interval, AbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
AbandInterval2 | Number of calls abandoned within interval 2. See AbandInterval1. | DBINT | YES | ||||
AbandInterval3 | Number of calls abandoned within interval 3. See AbandInterval1. | DBINT | YES | ||||
AbandInterval4 | Number of calls abandoned within interval 4. See AbandInterval1. | DBINT | YES | ||||
AbandInterval5 | Number of calls abandoned within interval 5. See AbandInterval1. | DBINT | YES | ||||
AbandInterval6 | Number of calls abandoned within interval 6. See AbandInterval1. | DBINT | YES | ||||
AbandInterval7 | Number of calls abandoned within interval 7. See AbandInterval1. | DBINT | YES | ||||
AbandInterval8 | Number of calls abandoned within interval 8. See AbandInterval1. | DBINT | YES | ||||
AbandInterval9 | Number of calls abandoned within interval 9. See AbandInterval1. | DBINT | YES | ||||
AbandInterval10 | Number of calls abandoned within interval 10. See AbandInterval1. | DBINT | YES | ||||
AgentErrorCount | During the reporting interval, calls that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value of DBCDF_ERROR (4). Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCount. | DBINT | YES | ||||
AnsInterval1 | The number of calls answered within Interval 1. For Call Type Interval, AnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
AnsInterval2 | Number of calls answered within interval 2. See AnsInterval1. | DBINT | YES | ||||
AnsInterval3 | Number of calls answered within interval 3. See AnsInterval1. | DBINT | YES | ||||
AnsInterval4 | Number of calls answered within interval 4. See AnsInterval1. | DBINT | YES | ||||
AnsInterval5 | Number of calls answered within interval 5. See AnsInterval1. | DBINT | YES | ||||
AnsInterval6 | Number of calls answered within interval 6. See AnsInterval1. | DBINT | YES | ||||
AnsInterval7 | Number of calls answered within interval 7. See AnsInterval1. | DBINT | YES | ||||
AnsInterval8 | Number of calls answered within interval 8. See AnsInterval1. | DBINT | YES | ||||
AnsInterval9 | Number of calls answered within interval 9. See AnsInterval1. | DBINT | YES | ||||
AnsInterval10 | Number of calls answered within interval 10. See AnsInterval1. | DBINT | YES | ||||
AnswerWaitTime | The sum of answer wait time in seconds for all calls that were answered for the call type during the reporting interval. The AnswerWaitTime for a single call against the call type is an approximate sum of the following fields in the Termination_Call_Detail table:
This field is applicable to both Unified ICM and Unified CCE with the following exception: The field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
AvgRouterDelayQ | Average delay in queue (in seconds) for calls removed from the Router queue during the half-hour interval. RouterQueueDelayQ / RouterQueueCalls | DBINT | YES | ||||
BucketIntervalID | The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record. | DBINT | YES | ||||
CallsAnswered | The total number of calls of this call type answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
CallDelayAbandTime | The total time spent by calls of this call type that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls.
| DBINT | YES | ||||
CallsHandled | The total number of calls of this call type handled in the reporting interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is:
A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.
| DBINT | YES | ||||
CallsOffered | The total number of calls of this call type offered during the reporting interval. | DBINT | YES | ||||
CallsOnHold | The number of calls placed on hold at least once for the call type during the reporting interval. | DBINT | YES | ||||
CallsQHandled | Number of calls answered within interval 1. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
CallsRouted | Number of calls of this type that have been routed during the reporting interval. | DBINT | YES | ||||
CallsRequeried | During the reporting interval, the number of router requery events for this calltype. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, Calls Requeried is 20. | DBINT | YES | ||||
CallsRoutedNonAgent | For Unified CCE, the number of calls that executed a Label node or a Divert Label node in their routing script in the reporting interval. For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or that were routed to a standard ACD without using a translation route in the reporting interval. | DBINT | YES | ||||
CallsRONA | Number of calls that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with a call disposition of 5. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||
CallTypeID | Identifies the call type. | DBINT | PK2, NOT NULL | ||||
CTDelayAbandTime | The total time spent by calls of this call type that abandoned calls within the reporting interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. Does not include short calls. | DBINT | YES | ||||
CTVRUTime | During the reporting interval, the total time that all the calls spent at the VRU in the current call type.
| DBINT | YES | ||||
DateTime | The Central Controller date and time at the start of the interval when the row was generated. | DBSMALLDATE | PK1, 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 | IE1, YES | ||||
DelayQAbandTime | The total time spend by all calls for this call type that abandoned while in the queue, for this reporting interval. This field changed in Release 7.0 from Abandon Time in Queue + Abandon Time At Agent + Abandon Time in VRU to Abandon Time in Queue only.
| DBINT | YES | ||||
DelayAgentAbandTime | For the reporting interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls. | DBINT | YES | ||||
ErrorCount | During the reporting interval, the number of calls that resulted in an error condition. A few examples of error condition are:
Is incremented every time Router encounters a routing error. These calls can be identified by a non-zero RouterErrorCode in Route_Call_Detail records, after discounting any record that may have been identified as an Abandoned call (that is with a RouterErrorCode=448). See Router Error Codes for the complete list of RouterError codes. | DBINT | YES | ||||
HandleTime | The total handle time in seconds for handled calls of this call type ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
HoldTime | The total hold time in seconds for calls of this call type ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
ICRDefaultRouted | Number of calls of this type that were routed to the default label during the reporting interval. | DBINT | YES | ||||
IncompleteCalls | During the reporting interval, the number of IncompleteCalls; which are calls that were routed to an agent but failed to arrive. Is incremented on the receipt of a Termination_Call_Detail with the Disposition Flag value of DBCDF_INCOMPLETE (7). This can occur under several conditions:
This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
MaxHoldTime | The max hold time in seconds for calls of this call type during the reporting interval | DBINT | YES | ||||
MaxCallsQueued | The maximum number of calls in queue for this call type during this interval. | DBINT | NULL | ||||
MaxCallWaitTime | The longest time a call had to wait before it was dispositioned (abandoned, answered, and so on) in this interval. | DBINT | NULL | ||||
ReservationCalls | The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered. | DBINT | NULL | ||||
NetworkDefaultRouted | Number of calls of this type that were routed to a Termination node that specifies "use network default" during the reporting interval. This node returns a label to the network that tells it to apply its default treatment to the call. | DBINT | YES | ||||
NetworkAnnouncement | Number of calls routed with an announcement node during the reporting period. This node returns a label to the network that specifies the announcement to be played. | DBINT | YES | ||||
OverflowOut | The number of calls overflowed to another call type during the reporting interval. This field increments when a requalify or call type node is executed in the script. | DBINT | YES | ||||
PickRequests | The total number of pick requests successfully routed by this call type in the reporting interval. | DBINT | NULL | ||||
PullRequests | The total number of pull requests successfully routed by this call type in the reporting interval. | DBINT | NULL | ||||
PickErrors | Number of pick requests resulting in an error. | DBINT | NULL | ||||
PullErrors | Number of pull requests resulting in an error. | DBINT | NULL | ||||
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM / Unified CCEsoftware to track the record. | DBFLT8 | AK1, NOT NULL | ||||
ReportingHalfHour | The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. | DBINT | IE2, 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 | IE3, NULL | ||||
Reserved1 | Reserved for future use. | DBINT | YES | ||||
Reserved2 | Reserved for future use. | DBINT | YES | ||||
Reserved3 | Reserved for future use. | DBINT | YES | ||||
Reserved4 | Reserved for future use. | DBINT | YES | ||||
Reserved5 | Reserved for future use. | DBFLT4 | YES | ||||
ReturnBusy | Number of calls of this type that were routed to the Busy target during the reporting interval. | DBINT | YES | ||||
ReturnRing | Number of calls of this type that were routed to the Ring target during the reporting interval. | DBINT | YES | ||||
ReturnRelease | Count of calls that executed a Release node in their routing script in the reporting interval. | DBINT | YES | ||||
RouterQueueWaitTime | Number of seconds calls of this type spent in the Call Router queue during the reporting interval. This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted. | DBINT | YES | ||||
RouterQueueCalls | The number of tasks of the call type assigned from the queue to be routed in the reporting interval. | DBINT | YES | ||||
RouterCallsAbandQ | The number of calls to the call type that abandoned in the Router queue during the interval. Does not include short calls. The definition of this field changed in Release 7.0(0) from "Calls Abandon in Queue + Calls Abandoned At Agent + Calls Abandoned in VRU" to "Calls Abandoned in Queue only". For customers who are migrating from Release 6.0 to Release 7.0, the data stored in RouterCallsAbandQ is moved to TotalCallsAband.
| DBINT | YES | ||||
RouterQueueCallTypeLimit | During the reporting interval, the number of Router queue attempts that failed because the limit for the call type was reached. | DBINT | YES | ||||
RouterQueueGlobalLimit | During the reporting interval, the number of Router queue attempts that failed because the global system limit was reached. | DBINT | YES | ||||
RouterCallsAbandToAgent | The number of calls that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent. | DBINT | YES | ||||
ServiceLevelAband | The total number of calls of this call type are abandoned within the service level threshold during the reporting interval. This is valid for both Unified CCE and standard ACD targets that use translation routes. For Call Type Interval, ServiceLevelAband is calculated from the time the call type changes until the time the call is abandoned. | DBINT | YES | ||||
ServiceLevelCalls | The total number of calls of this call type answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. This is valid for both Unified CCE and standard ACD targets that use translation routes.
| DBINT | YES | ||||
ServiceLevelCallsOffered | The number of calls of this call type that had service level events during the reporting interval. Calls are counted for service level purposes when it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes. For more information about Service Level at Call Type, see Reporting Concepts for Cisco Unified ICM-Contact Center Enterprise guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html. | DBINT | YES | ||||
ServiceLevel | Service level for the call type during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Call Type list tool and the System Information tool. ServiceLevel is calculated as follows depending on the service level type:
| DBFLT4 | YES | ||||
ServiceLevelType | Service Level Type used to calculate Service level for the reporting interval. | DBINT | YES | ||||
ServiceLevelError | Calls that ended in Error state within SL threshold within the reporting interval. | DBINT | YES | ||||
ServiceLevelRONA | Calls that redirected on no answer within SL threshold within the reporting interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||
ShortCalls | The total number of calls to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option. | DBINT | YES | ||||
TalkTime | The total talk time in seconds for calls of this call type that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. | DBINT | YES | ||||
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 | PK3, NOT NULL | ||||
TotalCallsAband | The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This field also includes abandoned calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls. | DBINT | YES | ||||
VruUnhandledCalls | Count of calls marked as Offered to VRU but not handled in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. | DBINT | YES | ||||
VruHandledCalls | Count of the VRU calls marked as handled at VRU in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. | DBINT | YES | ||||
VruAssistedCalls | Count of the VRU handled calls marked as routed to agents in the reporting interval. This field is incremented only if the calls routing script sets the VRUProgress script variable to a certain value. | DBINT | YES | ||||
VruOptOutUnhandledCalls | Count of the VRU unhandled calls that were marked as routed to agents by caller request in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. | DBINT | YES | ||||
VruScriptedXferredCalls | Count of the VRU calls marked as routed to agents because of normal script procedure in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. | DBINT | YES | ||||
VruForcedXferredCalls | Count of the VRU calls marked as routed to agents because of caller difficulties in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. | DBINT | YES | ||||
VruOtherCalls | Count of VRU calls marked with any VRUProgress value other than the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. | DBINT | YES | ||||
VRUTime | The total time that all calls spent at the VRU in the reporting interval. This is the total VRU time, whether the call was queued or not.
| DBINT | YES |
Call_Type_Map
This table is part of the Script category (see Script). For database rules, see Script Tables.
It maps call types to scheduled scripts. Use the Script Schedule facility of the Script Editor to add, update, and delete Call_Type_Map records.
Related Tables
Call_Type (via CallTypeID)
Master_Script (via MasterScriptID)
Table 86. Indexes for Call_Type_Map Table
index_name | index_description | index_keys |
---|---|---|
XIE1Call_Type_Map | nonclustered located on PRIMARY | MasterScriptID |
XPK_Call_Type_Map | clustered, unique, primary key located on PRIMARY | CallTypeID, Item |
Table 87. Fields in Call_Type_Map Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CallTypeID | Foreign key from the Call Type table. CallTypeID and Item together form a unique key. | DBINT | PK, FK NOT NULL |
Description | Additional information about the association of this script to this call type. | DESCRIPTION | NULL |
Item | The position of this schedule entry within the list of entries for this call type. | DBINT | PK NOT NULL |
MasterScriptID | Foreign key from the Master Script table. | DBINT | FK, IE-1 NOT NULL |
ScriptSchedule | A script schedule entry in an internal format used by the Script Editor. | varchar(64) | NOT NULL |
Call_Type_SG_Interval
This section describes the Call Type Skill Group Interval table.
Note |
|
Note | When creating the Agent name, you must remove spaces or hyphens from both the first and last name of the person in the child's person record. If the parent is set for auto-configuration on the agent names and a child agent is created with a space or a hyphen in the first or last name, the parent does not create the agent name. |
Table 88. Fields in Call_Type_SG_Interval Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AbandInterval1 | The number of calls abandoned within Interval 1. For Call Type SG Interval, AbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. | DBINT | YES | ||
AbandInterval2 | Number of calls abandoned within interval 2. See AbandInterval1. | DBINT | YES | ||
AbandInterval3 | Number of calls abandoned within interval 3. See AbandInterval1. | DBINT | YES | ||
AbandInterval4 | Number of calls abandoned within interval 4. See AbandInterval1. | DBINT | YES | ||
AbandInterval5 | Number of calls abandoned within interval 5. See AbandInterval1. | DBINT | YES | ||
AbandInterval6 | Number of calls abandoned within interval 6. See AbandInterval1. | DBINT | YES | ||
AbandInterval7 | Number of calls abandoned within interval 7. See AbandInterval1. | DBINT | YES | ||
AbandInterval8 | Number of calls abandoned within interval 8. See AbandInterval1. | DBINT | YES | ||
AbandInterval9 | Number of calls abandoned within interval 9. See AbandInterval1. | DBINT | YES | ||
AbandInterval10 | Number of calls abandoned within interval 10. See AbandInterval1. | DBINT | YES | ||
AnsInterval1 | The number of calls answered within Interval 1. For Call Type SG Interval, AnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. | DBINT | YES | ||
AnsInterval2 | Number of calls answered within interval 2. See AnsInterval1. | DBINT | YES | ||
AnsInterval3 | Number of calls answered within interval 3. See AnsInterval1. | DBINT | YES | ||
AnsInterval4 | Number of calls answered within interval 4. See AnsInterval1. | DBINT | YES | ||
AnsInterval5 | Number of calls answered within interval 5. See AnsInterval1. | DBINT | YES | ||
AnsInterval6 | Number of calls answered within interval 6. See AnsInterval1. | DBINT | YES | ||
AnsInterval7 | Number of calls answered within interval 7. See AnsInterval1. | DBINT | YES | ||
AnsInterval8 | Number of calls answered within interval 8. See AnsInterval1. | DBINT | YES | ||
AnsInterval9 | Number of calls answered within interval 9. See AnsInterval1. | DBINT | YES | ||
AnsInterval10 | Number of calls answered within interval 10. See AnsInterval1. | DBINT | YES | ||
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. | DBINT | NULL | ||
AttributeID7 | Attribute 7 associated with the Precision Queue. | DBINT | NULL | ||
AttributeID8 | Attribute 8 associated with the Precision Queue. | DBINT | NULL | ||
AttributeID9 | Attribute 9 associated with the Precision Queue. | DBINT | NULL | ||
AttributeID10 | Attribute 10 associated with the Precision Queue. | DBINT | NULL | ||
AnswerWaitTime | The sum of answer wait time in seconds for all calls that were answered for the call type associated with this skill group during the reporting interval. The AnswerWaitTime for a single call against the call type is an approximate sum of the following fields in the Termination_Call_Detail table:
This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.
| DBINT | YES | ||
AvgRouterDelayQ | Average delay in queue (in seconds) for calls removed from the Router queue during the reporting interval. RouterQueueWaitTime / RouterQueueCalls | DBINT | YES | ||
AgentErrorCount | During the reporting interval, calls associated with this skill group that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value 4. Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCoun. | DBINT | YES | ||
BucketIntervalID | The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record. The Bucket Intervals ID is taken from the corresponding Call Type configuration. | DBINT | YES | ||
CallTypeID | Identifies the call type. | DBINT | PK2, NOT null | ||
CallDelayAbandTime | The total time spent by calls of this call type associated with this skill group that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls.
| DBINT | YES | ||
CallsAnswered | The total number of calls of this call type associated with this skill group that was answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.
| DBINT | YES | ||
CallsHandled | The total number of calls of this call type associated with this skill group that was handled in the reporting interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is:
A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. | DBINT | YES | ||
CallsReportAgainstOther | Calls that were counted as CallsOfferedRouted but reported against another skill group.
In some other scenarios, this field can be incremented where the SkillGroupSkillTargetID is not provided and none of the call dispositions are used to categorize where the call is going. | DBINT | YES | ||
CallsQHandled | Number of calls associated with this skill group that was handled in the reporting interval that were queued in the Router at any time during the life of the call. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. | DBINT | YES | ||
CallsRONA | Number of calls associated with this skill group that was that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with CallDispositionFlag of 5 in TCD. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||
CallsRequeried | During the reporting interval, the number of router requery events for this call type associated with this skill group. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, CallsRequeried is 20. | DBINT | YES | ||
CallsRoutedNonAgent | Number of Calls associated with this skill group that was routed in the reporting interval without translation route in TDM environment. The TCD that the peripheral creates does not have any call type associated to it. | DBINT | YES | ||
CallsHandledNotRouted | Calls associated with this skill group that were handled but is not the skill group that was originally routed. Note: The field CallsReportAgainstOther is incremented in the skill group that the call was routed. | DBINT | YES | ||
CallsOfferedRouted | The number of calls associated with this skill group that the Central Controller routed. This field is incremented for calls sent to skill group or service and it is incremented in the following ways: Skill Group: The Router increments this field when the call is routed or queued to a skill group. Service: The Router increments this field using the agent real time data when the call is answered, or using TCD when the agent abandons the call. | DBINT | YES | ||
CallsOfferedNotRouted | Calls offered to a skill group that the Router did not route. It happens in TDM and PG Gateway deployments where the ACD routes the call to a Skill Group different from the original routed Skill Group. | DBINT | YES | ||
CallsOnHold | The number of calls placed on hold at least once for the call type associated with the skill group during the reporting interval. | DBINT | YES | ||
DateTime | The Central Controller date and time at the start of the interval when the row was generated. | DBSMALLDATE | PK1, 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 | IE1, YES | ||
DelayAgentAbandTime | For the reporting interval, the total time spent by all calls for this call type associated with this skill group that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls. | DBINT | YES | ||
DelayQAbandTime | The total time spend by all calls associated with this skill group for this call type that abandoned while in the queue, for this reporting interval. | DBINT | YES | ||
ErrorCount | During the reporting interval, the number of calls associated with this skill group that resulted in an error condition. A few examples of error condition are:
Translation-routed calls are abandoned while en route to destination target. Calls with mis-configured labels do not use default routing; for example, when a route has not been defined. See Router Error Codes for the complete list of RouterError codes. | DBINT | YES | ||
HandleTime | The total handle time in seconds for handled calls of this call type associated with this skill group ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. | DBINT | YES | ||
HoldTime | The total hold time in seconds for calls of this call type associated with this skill group ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. | DBINT | YES | ||
IncompleteCalls | During the reporting interval, the number of IncompleteCalls; which are calls associated with this skill group that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7 in TCD. Network issues (congestion, glitches, and so on). This can occur under several conditions:
This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. | DBINT | YES | ||
MaxHoldTime | The max hold time in seconds for calls of the call type associated with the skill group during the reporting interval | DBINT | YES | ||
MaxCallsQueued | The maximum number of calls in queue for this call type during this interval. | DBINT | NULL | ||
MaxCallWaitTime | The longest time a call has to wait before it is dispositioned (abandoned, answered, and so on) in this interval. | DBINT | NULL | ||
OverflowOut | The number of calls overflowed to another call type during the reporting interval. This field increments when a requalify or call type node is executed in the script. | DBINT | YES | ||
PickRequests | The total number of pick requests successfully routed with this skill group by this call type in the reporting interval. | DBINT | NULL | ||
PullRequests | The total number of pull requests successfully routed with this skill group by this call type in the reporting interval. | DBINT | NULL | ||
PickErrors | Number of pick requests resulting in an error. | DBINT | NULL | ||
PullErrors | Number of pull requests resulting in an error. | DBINT | NULL | ||
PrecisionQueueID | With CallTypeID, it identifies call type association with Precision Queue. For Skill Group only call types, the value is NULL. | DBINT | PK4, NULL | ||
RecoveryKey | Unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK1, NOT NULL | ||
ReportingHalfHour | The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value.
| DBINT | IE2, 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 | IE3, NULL | ||
ReservationCalls | The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered. | DBINT | NULL | ||
RouterCallsAbandQ | The number of calls to the call type associated with this skill group that abandoned in the Router queue during the reporting interval. Does not include short calls.
| DBINT | YES | ||
RouterCallsAbandToAgent | The number of calls associated with this skill group that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent. | DBINT | YES | ||
RouterQueueWaitTime | Number of seconds calls of this calltype associated with this skill group spent in the Call Router queue during the reporting interval. This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted. | DBINT | YES | ||
RouterQueueCalls | The number of tasks of the call type associated with this skill group assigned from the queue to be routed in the reporting interval. | DBINT | YES | ||
RouterCallsDequeued | It is incremented when the call is removed from the queue. | DBINT | YES | ||
Reserved1 | Reserved for future use. | DBINT | YES | ||
Reserved2 | Reserved for future use. | DBINT | YES | ||
Reserved3 | Reserved for future use. | DBINT | YES | ||
Reserved4 | Reserved for future use. | DBINT | YES | ||
Reserved5 | Reserved for future use. | DBFLT4 | YES | ||
RouterCallsAbandDequeued | The number of calls associated with the skill group that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented for all the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously queued to the longest at the time of the abandon. Normally, this would be the first group the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order. The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. | DBINT | YES | ||
SkillGroupSkillTargetID | Together with CallTypeID identifies call type association with skill group in this table. | DBINT | PK3, NOT NULL | ||
ShortCalls | The total number of calls associated with this skill group to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option. | DBINT | YES | ||
ServiceLevelAband | The total number of calls of this call type associated with this skill group abandoned within the service level threshold during the reporting interval. Valid for both Unified CCE and standard ACDtargets that use translation routes. For Call Type SG Interval, ServiceLevelAband is calculated from when the call type changes to when the call is abandoned. | DBINT | YES | ||
ServiceLevelCalls | The total number of calls of this call type associated with this skill group answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. Valid for both Unified CCE and standard ACDtargets that use translation routes. For Call Type SG Interval, ServiceLevelCalls is calculated from when the call type changes to when the call is answered. | DBINT | YES | ||
ServiceLevelCallsOffered | The number of calls of this call type associated with this skill group that had service level events during the reporting interval. Calls are counted for service level purposes when it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes. A service level event occurs when one of the following happens to the call:
| DBINT | YES | ||
ServiceLevel | The service level for the call type associated with this skill group during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Skill Group explorer and PG explorer. The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval. ServiceLevel is calculated as follows depending on the service level type:
This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. | DBFLT4 | YES | ||
ServiceLevelError | Calls associated with this skill group that ended in Error state within SL threshold within the reporting interval. | DBINT | YES | ||
ServiceLevelRONA | Calls associated with this skill group that redirected on no answer within SL threshold within the reporting interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||
ServiceLevelType | The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval. | DBINT | YES | ||
ServiceLevelCallsDequeue | The number of queued calls associated with this skill group that was de-queued within the skill Service Level threshold in the reporting interval. Calls may be de-queued by Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.
| DBINT | YES | ||
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 | PK4, NOT NULL | ||
TalkTime | The total talk time in seconds for calls of this call type associated with this skill group that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. | DBINT | YES |
Call_Type_Real_Time
This table is part of the Script category (see Script). For database rules, see Script Tables.
Local database only.
Note |
|
Provides real-time statistics for each call type defined in the software. The software generates a Call_Type_Real_Time record for each call type.
Related Tables
Call_Type (via CallTypeID)
Master_Script (via MasterScriptID)
Script (via ScriptID)
Table 89. Indexes for Call_Type_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKCall_Type_Real_Time | clustered, unique, primary key located on PRIMARY | CallTypeID |
Table 90. Fields in Call_Type_Real_Time Table
Name | Description | Data Type | Keys and NULL Option | ||||
---|---|---|---|---|---|---|---|
AgentErrorCountHalf | Within the current half-hour interval, the number of calls that encountered an error when the call is at the agent desktop. | DBINT | NULL | ||||
AgentErrorCountToday | The number of calls that encounter an error when the call is at the agent desktop since midnight. | DBINT | NULL | ||||
AnswerWaitTimeHalf | The sum of answer wait time in seconds for all calls of this call type that were answered during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
AnswerWaitTimeTo5 | The sum of answer wait time in seconds for all calls answered for this call type during the rolling five-minute interval. | DBINT | NULL | ||||
AnswerWaitTimeToday | The sum of answer wait time in seconds for all calls of this call type answered since midnight. | DBINT | NULL | ||||
AvgRouterDelayQHalf | Average number of seconds spent in the CallRouter queue for calls of this type that have been removed from the queue so far during the current half-hour interval. | DBINT | NULL | ||||
AvgRouterDelayQNow | Average number of seconds spent in the CallRouter queue for calls of this type that are currently in queue. | DBINT | NULL | ||||
AvgRouterDelayQTo5 | Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue during the rolling five- minute interval. | DBINT | NULL | ||||
AvgRouterDelayQToday | Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue since midnight. | DBINT | NULL | ||||
CallDelayAbandTimeHalf | The time spent by all calls for this call type that abandoned before being answered during the current half-hour interval. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTimeHalf from CallDelayAbandTimeHalf. | DBINT | NULL | ||||
CallDelayAbandTimeTo5 | The time spent by all calls for this call type that abandoned before being answered within the rolling 5 minutes To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeTo5 and DelayAgentAbandTimeTo5 from CallDelayAbandTimeTo5. | DBINT | NULL | ||||
CallDelayAbandTimeToday | The time spent by all calls for this call type that abandoned before being answered since midnight. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeToday and DelayAgentAbandTimeToday from CallDelayAbandTimeToday. | DBINT | NULL | ||||
CallsAnsweredHalf | The number of calls answered by an agent in the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
CallsAnsweredTo5 | The number of calls answered by an agent during the rolling five-minute interval. | DBINT | NULL | ||||
CallsAnsweredToday | The number of calls answered by an agent since midnight. | DBINT | NULL | ||||
CallsAtAgentNow | The number calls that Unified CCE agents are currently working on. An agent is considered to be working on a call/task until the agent finishes the wrap-up work associated with the call/task, if any.
| DBINT | NULL | ||||
CallsAtVRUNow | The number calls that are currently at the VRU. This includes calls that are in prompting at the VRU (non-queued calls) and those in the queue.
| DBINT | NULL | ||||
CallsHandledHalf | The total number of calls of this call type handled in the current half-hour interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is:
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
CallsHandledTo5 | The total number of calls of this call type handled during the rolling five-minute interval. | DBINT | NULL | ||||
CallsHandledToday | The total number of calls of this call type handled since midnight. | DBINT | NULL | ||||
CallsLeftQTo5 | The total number of calls of this call type that left the CallRouter queue during the rolling five-minute interval. | DBINT | NULL | ||||
CallsOfferedHalf | The total number of calls of this call type offered during the current half-hour interval. | DBINT | NULL | ||||
CallsOfferedTo5 | The number of calls of this call type offered during the rolling five-minute interval. | DBINT | NULL | ||||
CallsOfferedToday | The total number of calls of this call type offered to this call type since midnight. | DBINT | NULL | ||||
CallsRONAHalf | The number of calls that have been Redirected On No Answer in the current half-hour interval. This does not include calls rerouted using the router requery feature. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
CallsRONATo5 | The number of calls that have been Redirected On No Answer in this in the rolling five-minute interval. This does not include calls rerouted using the router requery feature. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
CallsRONAToday | The number of calls that have been Redirected On No Answer since midnight. This does not include calls rerouted using the router requery feature. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
CallsRoutedNonAgentHalf | For Cisco Unified Contact Center Express , the number of calls that executed a Label node or a Divert Label node in their routing script in the current half-hour interval. For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in the half-hour interval. | DBINT | NULL | ||||
CallsRoutedNonAgentTo5 | For Cisco Unified Contact Center Express , the number of calls that executed a Label node or a Divert Label node in their routing script in the rolling five-minute interval. For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in this five-minute interval. | DBINT | NULL | ||||
CallsRoutedNonAgentToday | For Cisco Unified Contact Center Express , the number of calls that executed a Label node or a Divert Label node in their routing script since midnight. For Unified ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route since midnight. | DBINT | NULL | ||||
CallsRoutedToday | Number of calls of this type that have been routed since midnight. | DBINT | NULL | ||||
CallsRoutedToHalf | Number of calls of this type that have been routed during the current half-hour interval. | DBINT | NULL | ||||
CallTypeID | Identifies the call type. | DBINT | PK, FK NOT NULL | ||||
CTDelayAbandTimeHalf | The total time spent by calls of this call type that abandoned calls within the current half-hour interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. | DBINT | NULL | ||||
CTDelayAbandTimeTo5 | The total time spent by calls of this call type that abandoned calls within the rolling five-minute interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. | DBINT | NULL | ||||
CTDelayAbandTimeToday | The total time spent by calls of this call type that abandoned calls since midnight. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. | DBINT | NULL | ||||
DateTime | The Central Controller date and time at the start of the interval when the row was generated. | DBDATETIME | NOT NULL | ||||
DelayAgentAbandTimeHalf | For the current half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. | DBINT | NULL | ||||
DelayAgentAbandTimeTo5 | For the rolling five-minute interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. | DBINT | NULL | ||||
DelayAgentAbandTimeToday | For the half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. | DBINT | NULL | ||||
DelayQAbandTimeHalf | The total time spend by all calls for this call type that abandoned while in the queue, during the current half-hour interval. This time is not reset if the CallType changes. | DBINT | NULL | ||||
DelayQAbandTimeTo5 | The total time spend by all calls for this call type that abandoned while in the queue, for this rolling five-minute interval. This time is not reset if the CallType changes. | DBINT | NULL | ||||
DelayQAbandTimeToday | The total time spend by all calls for this call type that abandoned while in the queue, since midnight. This time is not reset if the CallType changes. | DBINT | NULL | ||||
ErrorCountToday | Number of calls since midnight that resulted an error condition , such as when a routing scriptfailed to find a target and there are no default routes defined. This field increments when:
| DBINT | NULL | ||||
ErrorCountToHalf | In the current half-hour interval, the number of calls that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined. This field increments when:
| DBINT | NULL | ||||
HandleTimeHalf | The total handle time in seconds for all calls of this call type ending during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
HandleTimeTo5 | The total handle time in seconds for all calls of this call type ending during the rolling five-minute interval. | DBINT | NULL | ||||
HandleTimeToday | The total handle time in seconds for all calls of this call type ending since midnight. | DBINT | NULL | ||||
HoldTimeHalf | The total hold time in seconds for calls of this call type ending during the current half-hour interval. This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
HoldTimeTo5 | The total hold time in seconds for calls of this call type ending during the rolling five-minute interval. | DBINT | NULL | ||||
HoldTimeToday | The total hold time in seconds for calls of this call type ending since midnight. | DBINT | NULL | ||||
ICRDefaultRoutedToday | Number of calls that were routed to the default label since midnight. | DBINT | NULL | ||||
ICRDefaultRoutedToHalf | Number of calls that were routed to the default label during the current half-hour interval. | DBINT | NULL | ||||
MasterScriptID | The master script currently scheduled for the call type. | DBINT | NULL | ||||
NetworkAnnouncementToday | The number of calls routed with an announcement node since midnight. This node returns a label to the network that specifies the announcement to be played. | DBINT | NULL | ||||
NetworkAnnouncementToHalf | The number of calls routed with an announcement node during the current half-hour period. This node returns a label to the network that specifies the announcement to be played. | DBINT | NULL | ||||
NetworkDefaultRoutedToday | Number of calls that were routed to a Termination node that specifies "Use network default" since midnight. This node returns a label to the network telling it to apply its default treatment to the call. | DBINT | NULL | ||||
NetworkDefaultRoutedToHalf | Number of calls of this type for which the IXC used default routing during the current half-hour interval. | DBINT | NULL | ||||
OverflowOutHalf | The number of calls that overflowed to another call type during the current half-hour interval. This field increments when a requalify or call type node is executed in the script. | DBINT | NULL | ||||
OverflowOutTo5 | The number of calls that overflowed to another call type during the rolling five-minute interval. This field increments when a requalify or call type node is executed in the script. | DBINT | NULL | ||||
OverflowOutToday | The number of calls that overflowed to another call type since midnight.This field increments when a requalify or call type node is executed in the script. | DBINT | NULL | ||||
ReturnBusyToday | Number of calls of this type that were routed to the Busy target since midnight. | DBINT | NULL | ||||
ReturnBusyToHalf | Number of calls of this type that were routed to the Busy target during the current half-hour interval. | DBINT | NULL | ||||
ReturnReleaseHalf | Count of calls that executed a Release node in their routing script in the current half-hour interval. | DBINT | NULL | ||||
ReturnReleaseToday | Count of calls that executed a Release node in their routing script since midnight. | DBINT | NULL | ||||
ReturnRingToday | Number of calls of this type that were routed to the Ring target since midnight. | DBINT | NULL | ||||
ReturnRingToHalf | Number of calls of this type that the software routed to the Ring target during the current half-hour interval. | DBINT | NULL | ||||
RouterCallsAbandQHalf | Number of calls of this type abandoned in the Router queue during the current half-hour interval. This field is applicable to bothUnified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
RouterCallsAbandQTo5 | Number of calls of this type abandoned in the Router queue during the rolling five-minute interval. | DBINT | NULL | ||||
RouterCallsAbandQToday | Number of calls of this type abandoned in the Router queue since midnight. | DBINT | NULL | ||||
RouterCallsAbandToAgentHalf | The number of calls that abandoned at the agent desktop before being answered in the current half-hour interval. | DBINT | NULL | ||||
RouterCallsAbandToAgentTo5 | The number of calls that abandoned at the agent desktop before being answered within the rolling five-minute interval. | DBINT | NULL | ||||
RouterCallsAbandToAgentToday | The number of calls that abandoned at the agent desktop before being answered since midnight. | DBINT | NULL | ||||
RouterCallsQNow | Number of calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD. | DBINT | NULL | ||||
RouterCallsQNowTime | Total number of seconds spent in queue for all calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD. | DBINT | NULL | ||||
RouterLongestCallQ | The time that the longest currently queued call for this call type entered the CallRouter queue. This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBDATETIME | NULL | ||||
RouterQueueCallsHalf | Number of calls of this type that left the CallRouter queue to be routed during the current half- hour interval. | DBINT | NULL | ||||
RouterQueueCallsTo5 | Number of calls of this type that left the CallRouter queue to be routed during the rolling five-minute interval. | DBINT | NULL | ||||
RouterQueueCallsToday | Number of calls of this type that left the CallRouter queue to be routed since midnight. | DBINT | NULL | ||||
RouterQueueWaitTimeHalf | Number of seconds calls of this type spent in the CallRouter queue during the current half-hour interval.
| DBINT | NULL | ||||
RouterQueueWaitTimeTo5 | Number of seconds calls of this type spent in the CallRouter queue during the rolling five-minute interval.
| DBINT | NULL | ||||
RouterQueueWaitTimeToday | Number of seconds calls of this type spent in the CallRouter queue since midnight.
| DBINT | NULL | ||||
ScriptID | The script currently scheduled for the call type. | DBINT | NULL | ||||
ShortCallsToHalf | The total number of calls to the route that were tooshort to be considered abandoned during the ShortCallsHalfhalf-hour interval. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not consideredabandoned, nor are they accounted for in any ofthe Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option. | DBINT | NULL | ||||
ShortCallsToday | The total number of calls to the route that were too short to be considered abandoned after mid-night. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option. | DBINT | NULL | ||||
ServiceLevelAbandHalf | The total number of calls of this call type abandoned within the service level threshold during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
ServiceLevelAbandTo5 | The number of calls of this call type abandoned within the service level during the rolling five-minute interval. | DBINT | NULL | ||||
ServiceLevelAbandToday | The number of calls of this call type abandoned within the service level since midnight. | DBINT | NULL | ||||
ServiceLevelCallsHalf | The total number of calls of this call type answered within the service level threshold during the half-hour interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
ServiceLevelCallsOfferedHalf | The number of calls of this call type that had a service level event during the current half-hour interval. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
ServiceLevelCallsOfferedTo5 | The number of calls of this call type that had service level events during the rolling five-minute interval. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. | DBINT | NULL | ||||
ServiceLevelCallsOfferedToday | The number of calls of this call type that had service level events since midnight. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. | DBINT | NULL | ||||
ServiceLevelCallsQHeld | The number of calls of this call type that had been in queue longer than the service level threshold since midnight. | DBINT | NULL | ||||
ServiceLevelCallsTo5 | The total number of calls of the call type handled within the service level during the rolling five-minute interval. | DBINT | NULL | ||||
ServiceLevelCallsToday | The total number of calls of the call type handled within the service level since midnight. | DBINT | NULL | ||||
ServiceLevelErrorHalf | Calls that ended in Error state within SL threshold within the current half-hour interval. | DBINT | NULL | ||||
ServiceLevelErrorToday | Calls that ended in Error state within SL threshold since midnight. | DBINT | NULL | ||||
ServiceLevelHalf | The service level for this call type during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBFLT4 | NULL | ||||
ServiceLevelTo5 | The service level for this call type during the rolling five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsOfferedTo5. | DBFLT4 | NULL | ||||
ServiceLevelToday | The service level for this call type since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday. | DBFLT4 | NULL | ||||
ServiceLevelRONAHalf | Calls that redirected on no answer within SL threshold within the current half-hour interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
ServiceLevelRONATo5 | Calls that redirected on no answer within SL threshold within the rolling five-minute interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
ServiceLevelRONAToday | Calls that redirected on no answer within SL threshold sicne midnight. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
TalkTimeHalf | The total talk time in seconds for calls of this call type ending during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. | DBINT | NULL | ||||
TalkTimeTo5 | The total talk time in seconds for calls of this call type ending during the rolling five-minute interval. | DBINT | NULL | ||||
TalkTimeToday | A total of talk time in seconds for calls of this call type ending since midnight. | DBINT | NULL | ||||
TotalCallsAbandHalf | The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the current half-hour interval. | DBINT | NULL | ||||
TotalCallsAbandTo5 | The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the rolling five-minute interval. | DBINT | NULL | ||||
TotalCallsAbandToday | The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop since midnight. | DBINT | NULL |
Campaign
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It contains a description of all the configured campaigns that an Outbound Option implementation may use. There is a single row for every configured Outbound campaign.
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign table records.
Note | If Outbound Option was not selected during setup, this table contains no data. |
Related Tables
Campaign_Skill_Group (via CampaignID)
Campaign_Target_Sequence (via CampaignID)
Campaign_Query_Rule (via CampaignID)
Campaign_Half_Hour (via CampaignID)
Campaign_Query_Rule_Real_Time (via CampaignID)
Dialer_Detail (via CampaignID)
Dialer_Port_Real_Time (via CampaignID)
Dialer_Skill_Group_Real_Time (via CampaignID)
Table 91. Indexes for Campaign Table
index_name | index_description | index_keys |
---|---|---|
XAK1Campaign | nonclustered, unique, unique key located on PRIMARY | CampaignName |
XPKCampaign | clustered, unique primary key located on PRIMARY | CampaignID |
Table 92. Fields in Campaign Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AMDTreatmentMode | Indicates which of the following AMD modes are enabled for agent campaigns:
| DBINT | NOT NULL |
APIGenerated | Identifies whether this campaign was created using the Outbound API:
| DBCHAR | NOT NULL |
AbandonCustomerCallback | The number of minutes to wait before calling back a customer who abandoned the call. | DBINT | NULL |
AbandonEnabled | Indicates whether the predictive algorithm must use AbandonPercent:
| DBCHAR | NOT NULL |
AbandonPercent | Used in the predictive algorithm to identify the upper limit of abandon percentage allowed. | DBFLT8 | NOT NULL |
AbandonedDialerCallback | The number of minutes to wait before calling back a customer who was abandoned by the dialer. | DBINT | NULL |
AnswerDetectEnabled | Valid options are:
| DBCHAR | NOT NULL |
AnsweringMachineCallback | The number of minutes to wait before calling back a previously dialed number that was answered by an answering machine. | DBINT | NULL |
BusyCallback | The number of minutes to wait before attempting a callback to a number that was busy. | DBINT | NOT NULL |
BusyRetryEnabled | Valid options are:
| DBCHAR | NOT NULL |
CPAAnalysisPeriod | Number of milliseconds dialer will spend analyzing. Advanced configuration item. | DBINT | NULL |
CPAMaxTermToneAnalysis | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum milliseconds the dialer analyzes an answering machine voice message looking for a termination tone. Advanced configuration item. | DBINT | NULL |
CPAMaxTimeAnalysis | Max time allowed for analysis in milliseconds before identifying a problem analysis as dead air/ low volume. Default: 3000. | DBINT | NOT NULL |
CPAMinSilencePeriod | Minimum silence period required to classify a call as voice detected. Default: 375. | DBINT | NOT NULL |
CPAMinimumValidSpeech | Minimum number of milliseconds of voice required to qualify a call as voice detected. Default: 112. | DBINT | NOT NULL |
CallbackTimeLimit | Maximum amount of time, in minutes, after a scheduled callback before giving up the callback attempt. | DBSMALLINT | NOT NULL |
CampaignID | A unique identifier for this campaign. This is the primary key for this table. This field is applicable to Outbound Option only. | DBINT | PK NOT NULL |
CampaignName | A customer-entered name for this campaign. | VNAME32 | AK-1 NOT NULL |
CampaignPurposeType | Value can be set to:
| DBINT | NOT NULL |
CancelRinging | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Identifies behavior dialer takes for canceling ringing calls. Default is 0, which means do not cancel ringing calls. | DBINT | NOT NULL |
CancelledCallRetryTime | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of minutes to wait to retry a cancelled call. | DBINT | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CloseAbandonedToIVR | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether abandoned calls sent to IVR must be considered closed or not. | DBCHAR | NOT NULL |
ConfigParam | Additional configuration parameters. | Varchar(255) | NULL |
CustomerNotHomeCallback | The number of minutes to wait before calling a customer back when the call was answered by the wrong person. | DBINT | NULL |
DSTLocation | Starting daily saving time. Default: 1 | DBINT | NULL |
DateTimeStamp | Records the date and time when a record is added or updated. | DBDATETIME | NULL |
Deleted | Valid options are:
| DBCHAR | NOT NULL |
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NULL |
Description | A description of the campaign. | DESCRIPTION | NULL |
DisableCPA | Y = Disable IP Call Progress Analysis. (as in Release 5.0). N = IP Call Progress Analysis enabled. Default = N | DBCHAR | NOT NULL |
Display Name | VARCHAR | NULL | |
EdgeDetectEnabled | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
EnableMediaTermination | Indicates the dialer stops media streams for connected outbound calls in this campaign. Default is 'N' (disabled). | DBCHAR | NOT NULL |
EnableRecordWaveFile | Indicates whether the debug setting for Recording wave files must be enabled for connected outbound calls in this campaign. (Default 'N'). Will get information from BA Options Table if not configured here. Default is 'N' (disabled). | DBCHAR | NOT NULL |
Enabled | Indicates whether a campaign is currently active (Y) or not (N). | DBCHAR | NOT NULL |
EndDate | Scheduled end of the campaign. Date to stop campaign based on date. | DBDATETIME | NULL |
ExhaustedCallsEnabled | Valid options are:
| DBCHAR | NOT NULL |
FutureUseFloat1 | Reserved for future use | DBFLT8 | NULL |
FutureUseFloat2 | Reserved for future use | DBFLT8 | NULL |
FutureUseFloat3 | Reserved for future use | DBFLT8 | 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
HomeEnabled | Valid options are:
| DBCHAR | NOT NULL |
HomeEndHours | Home phone numbers will not be dialed later than HomeEndHours:HomeEndMinutes. Hours are in 24-hour format. | DBINT | NOT NULL |
HomeEndMinutes | Home phone numbers will not be dialed later than HomeEndHours:HomeEndMinutes. | DBINT | NOT NULL |
HomeStartHours | Home phone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes. Hours are in 24-hour format. | DBINT | NOT NULL |
HomeStartMinutes | Home phone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes. | DBINT | NOT NULL |
IPAMDEnabled | Boolean to indicate that AMD is enabled on IP Dialers. A Y indicates enabled, an N is disabled. | DBCHAR | NOT NULL |
IPTerminatingBeepDetect | Boolean to indicate that Terminating Tone Detection is enabled on IP Dialers. Can be used for Transfer to IVR campaigns and Agent campaigns. A Y indicates enabled, an N indicates disabled. The default value is N. | DBCHAR | NOT NULL |
LeaveMessageEnabled | Indicates whether the Unified ICM must leave automated messages on answering machines:
| DBCHAR | NOT NULL |
LinesPerAgent | The fixed number of lines to use per agent. This number need not be an integer. | DBFLT8 | NOT NULL |
MaxAttempts | The maximum number of attempts permitted per contact within the current campaign. | DBINT | NOT NULL |
MaxBusyAttempts | The maximum number of times to retry a busy number before trying the next number in the list. | DBSMALLINT | NOT NULL |
MaximumLineAgent | The maximum number of lines dialed per agent. This number need not be an integer. | DBFLT8 | NOT NULL |
MinimumCallDuration | The number of seconds that a customer conversation must last before a call is considered complete. If the minimum call duration is not reached, the call will be classified as busy and retried. | DBSMALLINT | NOT NULL |
NoAnswerCallback | The number of minutes to wait before attempting a callback to a number that was not answered. | DBINT | NOT NULL |
NoAnswerRingLimit | The number of rings before considering a call as not answered. | DBINT | NOT NULL |
PersonalizedCallbackEnabled | Valid options are:
| DBCHAR | NOT NULL |
PredictiveCorrectionPace | A correction is applied to the Lines per Agent when the attempted calls exceed "PredictiveConnectionPace" calls. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. | DBINT | NULL |
PredictiveGain | The PredictiveGain term controls the overall rate of corrective adjustment for the Lines per Agent. This is the multiplier for the Proportional corrective term in the algorithm. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. | DBFLT8 | NULL |
PredictiveHistoricGain | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The Historic Gain term calculates an extra correction based on the last 5 measurement sets. As a default, it must be set to half the PredictiveGain. It attempts to correct for systematic undershooting or overshooting over several correction cycles. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. | DBFLT8 | NULL |
PredictiveLowAbandonGain | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Multiplier for the Proportional term when the measured Abandoned Call Rate is less than the target rate. This compensates for the fact that the upside difference between the target and measured Abandoned Call Rate can be much larger than the downside difference. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. | DBFLT8 | NULL |
PrefixDigits | Digits that must be prefixed to each customer number dialed from this campaign. This feature is used to create a unique prefix that can be used by Cisco Communication Manager's Translation Pattern function to change the ANI that customers see. | Varchar(15) | Null |
QuickDetectEnabled | Valid options are:
| DBCHAR | NOT NULL |
ReleaseCallbackEnabled | Valid options are:
| DBCHAR | NOT NULL |
RescheduleCallbackMode | Valid options include:
| DBSMALLINT | NOT NULL |
SPClosedRecordCount | The number of customer close record requests to queue before calling a stored procedure for third-party processing. | DBSMALLINT | NOT NULL |
SPClosedRecordEnabled | Valid options are:
| DBCHAR | NOT NULL |
StartDate | Scheduled start of the campaign. Date to start campaign based on date. | DBDATETIME | NULL |
UseGMTFromRegionPrefix | Boolean to indicate that customer GMT must be obtained from the Region Prefix table. Replaces the ImportAreaProcDisable registry setting. The default is N. | DBCHAR | NOT NULL |
WaitForBusyRetry | Y= When a busy number has been reached wait until the busy retry timeout and call the busy number again instead of calling the next phone number in the customers list. Note: if the Busy retry interval is greater than 5 minutes the system will not wait. N = Do not wait to retry a busy number, try the next number in the list. Default = N | DBCHAR | NOT NULL |
WorkEnabled | Valid options are:
| DBCHAR | NOT NULL |
WorkEndHours | Work phone numbers will not be dialed later than WorkEndHours:WorkEndMinutes. Hours are in 24-hour format. | DBINT | NOT NULL |
WorkEndMinutes | Work phone numbers will not be dialed later than WorkEndHours:WorkEndMinutes. | DBINT | NOT NULL |
WorkStartHours | Work phone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes. Hours are in 24-hour format. | DBINT | NOT NULL |
WorkStartMinutes | Work phone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes. | DBINT | NOT NULL |
TZDisplayName | Displays the campaign time zone | varchar (128) | NULL |
Campaign_Half_Hour
Note | THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. |
This table is in the Blended Agent category (seeBlended Agent (Outbound Option)). For information about database rules for these tables, see Blended Agent Tables (Outbound Option).
It gets populated on central and HDS databases and provides historical reporting for campaign attributes.
Related Tables
Campaign (via CampaignID)
Table 93. Indexes for Campaign_Half_Hour Table
index_name | index_description | index_keys |
---|---|---|
XAK1Campaign_Half_Hour | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Campaign_Half_Hour | Nonclustered located on PRIMARY | DbDateTime |
XPKCampaign_Half_Hour | Clustered, unique primary key located on PRIMARY | CampaignID, DateTime, TimeZone |
Table 94. Fields in Campaign_Half_Hour Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ActiveTimeToHalf | Indicates how long in seconds the campaign has been configured to be active during the current half hour. | DBINT | AK1 NULL |
CampaignID | The unique identifier of the Campaign. | DBINT | PK, FK NOT NULL |
DateTime | The central controller date and time at the beginning of the interval. | DBSMALLDATE | PK NOT NULL |
DbDateTime | The current date and time stamp when the records are written to the database. | DBDATETIME | IE1-Indexed 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 |
RecoveryKey | Unique record identifier. | DBFLT8 | 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 |
Campaign_Query_Rule
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It contains a set of associations between query rules and campaigns.
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign_Query_Rule records.
Related Tables
Campaign (via CampaignID)
Query_Rule (via QueryRuleID)
Table 95. Indexes for Campaign_Query_Rule Table
index_name | index_description | index_keys |
---|---|---|
XPKCampaign_Query_Rule | clustered, unique, primary key located on PRIMARY | CampaignID, QueryRuleID |
Table 96. Fields in Campaign_Query_Rule Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CampaignID | The campaign to which this query rule belongs. This field is a foreign key from the Campaign table. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
Duration | The amount of time (in minutes) to use the current query rule before going on to the next. | DBINT | NOT NULL |
DurationEnabled | Indicates whether or not to use duration rate to move between query rules within this campaign:
| DBCHAR | NOT NULL |
EndHours | The contact will not be dialed past the EndHours:EndMinutes. Hours are in 24-hour format and are based on the Unified ICM Central Controller time. | DBINT | NOT NULL |
EndMinutes | The contact will not be dialed past the EndHours:EndMinutes. Time is based on the Unified ICM Central Controller time. | DBINT | NOT 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
HitRate | The percentage of hits (completed/attempted) per campaign considered as a threshold by the predictive algorithm. The percentage value is a whole number between 0 and 100. | DBINT | NOT NULL |
HitRateEnabled | Indicates whether or not to use hit rate to move between query rules within this campaign:
| DBCHAR | NOT NULL |
ListOrder | The order in which the query rules are to be used. | DBINT | NOT NULL |
Penetration | The percentage of this query rule to be attempted before shifting to the next query rule within the current campaign. The percentage value is a whole number between 0 and 100. | DBINT | NOT NULL |
PenetrationEnabled | Indicates whether or not to use penetration rate to move between query rules within this campaign:
| DBCHAR | NOT NULL |
QueryRuleEnabled | Indicates whether the query rule is enabled or disabled within this campaign:
| DBCHAR | NOT NULL |
QueryRuleID | The query rule belonging to the campaign identified by the CampaignID. This field is a foreign key from the Query Rule table. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
StartHours | TThe contact will not be dialed earlier than the StartHours:StartMinutes. Hours are in 24-hour format and are based on the Unified ICM Central Controller time. | DBINT | NOT NULL |
StartMinutes | TThe contact will not be dialed earlier than the StartHours:StartMinutes. Time is based on the Unified ICM Central Controller time. | DBINT | NOT NULL |
Campaign_Query_Rule_Half_Hour
This table is in the Blended Agent category (seeBlended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It gets populated on central and HDS databases. Each row in this table provides half-hour statistics on a particular Campaign-Query Rule combination. The statistics reflect counters that are used in the Outbound Option predictive dialing algorithm.
Related Tables
Campaign (via CampaignID)
Query_Rule (via QueryRuleID)
Table 97. Indexes for Campaign_Query_Rule_Half_Hour Table
index_name | index_description | index_keys |
---|---|---|
XAK1Campaign_Query_Rule_Half_Hour | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Campaign_Query_Rule_Half_Hour | Nonclustered located on PRIMARY | DbDateTime |
XPKCampaign_Query_Rule_Half_Hour | Clustered, unique, primary key located on PRIMARY | DateTime, CampaignID, QueryRuleID, TimeZone |
Note | The Campaign_Query_Rule_Interval Table populates with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the peripheral gateway. However, the Campaign_Query_Rule_Half_Hour Table does not populate this data. |
Table 98. Fields in Campaign_Query_Rule_Half_Hour Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonDetectToHalf | The number of calls in a half-hour period where the dialer abandoned a customer call. | DBINT | NULL |
AbandonToIVRToHalf | The abandoned number of calls in a half-hour period. However, instead of hanging-up on a customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AgentClosedDetectToHalf | The number of preview/callback calls in a half-hour period that the agent closes (these customers will not be dialed). | DBINT | NULL |
AgentRejectedDetectToHalf | The number of preview/callback calls in a half-hour period that the agent rejects. | DBINT | NULL |
AnsweringMachineDetectToHalf | The number of calls in a half-hour period that detected an answering machine. | DBINT | NULL |
BusyDetectToHalf | The number of calls in a half-hour period that detected busy signal. | DBINT | NULL |
CallbackCountToHalf | The total number of records scheduled for a callback. | DBINT | NULL |
CampaignID | The campaign to which this query rule belongs. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
CampaignOutOfNumbersToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates the number of times an active query rule was used to retrieve numbers but failed to find any valid ones for this timeframe in its dialing list. | DBINT | NULL |
CancelledDetectToHalf | The number of calls in a half-hour period where the dialer cancelled a ringing customer call. | DBINT | NULL |
ContactsAttemptedToHalf | The number of attested calls within a half-hour period. | DBINT | NULL |
CustomerAbandonDetectToHalf | The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. | DBINT | NULL |
CustomerNotHomeCountToHalf | The number of calls that were answered by the wrong party; the customer was not home. | DBINT | NULL |
DateTime | The Unified ICM 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 |
FaxDetectToHalf | The number of calls in a half-hour period that detected a FAX machine. | DBINT | 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 |
LowNoiseVolumeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. | DBINT | NULL |
NetworkAnsMachineDetectToHalf | The number of calls in a half-hour period that detected a network answering machine. Network answering machine can be network-based IVR, or network-based answering service. | DBINT | NULL |
NoAnswerDetectToHalf | The number of calls in a half-hour period that were not answered. | DBINT | NULL |
NoDialToneDetectToHalf | The number of calls in a half-hour period that did not receive a dial tone. | DBINT | NULL |
NoRingBackDetectToHalf | The number of calls in the current half hour period that:
| DBINT | NULL |
PersonalCallbackCountToHalf | The number of calls where the customer requested a personal callback. | DBINT | NULL |
QueryRuleActiveTimeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how long the campaign was active during this half hour. | DBINT | NULL |
QueryRuleID | The query rule belonging to the campaign identified by the CampaignID. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
RecoveryKey | Unique identity that is assigned to each record and used internally by Unified CC Enterprise to track the record. | DBFLT8 | AK-1 NOT NULL |
SITToneDetectToHalf | The number of calls in a half-hour period that detected a network SIT tone. | DBINT | NULL |
TalkTimeToHalf | The total number of seconds agents spent talking on the phone during the last half-hour. | 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 |
VoiceDetectToHalf | The total number of calls ending in an agent answering the call during the last half-hour. Outbound Option: The number of calls in a half-hour period that detected a live person. | DBINT | NULL |
WrapupTimeToHalf | The total number of seconds agents spent in wrap-up mode during the last half-hour. | DBINT | NULL |
WrongNumberCountToHalf | The number of calls where the customer's phone number was incorrect (the customer does not live there). | DBINT | NULL |
Campaign_Query_Rule_Interval
This section describes the Campaign Query Rule Interval table.
Table 99. Fields in Campaign_Query_Rule_Interval Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonDetect | The number of calls in a reporting interval period where the dialer abandoned a customer call. | DBINT | NULL |
AbandonToIVR | The number of calls in a reporting interval period that had to be abandoned. However, instead of hanging-up on a customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AgentClosedDetect | The number of preview/callback calls in a reporting interval period that the agent closed. (These customers are not dialed.) | DBINT | NULL |
AgentRejectedDetect | The number of preview/callback calls in a reporting interval period that the agent rejected. | DBINT | NULL |
AnsweringMachineDetect | The number of calls in a reporting interval period that detected an answering machine. | DBINT | NULL |
BusyDetect | The number of calls in a reporting interval period that detected a busy signal. | DBINT | NULL |
CallbackCount | The total number of records scheduled for a callback. | DBINT | NULL |
CampaignID | The campaign to which this query rule belongs. | DBINT | PK2, NOT NULL |
CampaignOutOfNumbers | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how much time an active query rule was asked to retrieve numbers but could not find any valid ones for this timeframe in its dialing list. | DBINT | NULL |
CancelledDetect | The number of calls in a reporting interval period where the dialer cancelled a ringing customer call. | DBINT | NULL |
ContactsAttempted | The number of attempted calls within the reporting interval. | DBINT | NULL |
CustomerAbandonDetect | The number of calls in a reporting interval period that the customer abandoned after they picked up the phone. | DBINT | NULL |
CustomerNotHomeCount | The number of calls that wrong parties answered; the customer was not home. | DBINT | NULL |
DateTime | The Unified ICM Central Controller date and time at the start of the interval. | DBSMALLDATE | PK1, 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 | IE1, NULL |
FaxDetect | The number of calls in a reporting interval period that detected a FAX machine. | DBINT | 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 |
LowNoiseVolume | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. | DBINT | NULL |
NetworkAnsMachineDetect | The number of calls in a reporting interval period that detected a network answering machine. A network answering machine can be a network-based IVR, or a network-based answering service. | DBINT | NULL |
NoAnswerDetect | The number of calls in a reporting interval period that were not answered. | DBINT | NULL |
NoDialToneDetect | The number of calls in a reporting interval period that did not receive a dial tone. | DBINT | NULL |
NoRingBackDetect | The number of calls in the current reporting interval period that did not receive a ringback tone, that the carrier or network did not disconnect while ringing, or that were flagged with a data error or a no-value call. | DBINT | NULL |
PersonalCallbackCount | The number of calls where the customer requested a personal callback. | DBINT | NULL |
QueryRuleActiveTime | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how long the campaign was active during this reporting interval. | DBINT | NULL |
QueryRuleID | The query rule belonging to the campaign identified by the CampaignID. | DBINT | PK3, NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK1, NOT NULL |
ReportingHalfHour | The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. | DBINT | IE2, NULL |
ReportingInterval | This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The only valid value is 30 (default). | DBINT | IE3, NULL |
SITToneDetect | The number of calls in a reporting interval period that detected a network SIT tone. | DBINT | NULL |
TalkTime | The total number of seconds agents spent talking on the phone during the last reporting interval. | 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 | PK4, NOT NULL |
VoiceDetect | The total number of calls ending in an agent answering the call during the last reporting interval. | DBINT | NULL |
WrapupTime | The total number of seconds agents spent in wrap-up mode during the last reporting interval. | DBINT | NULL |
WrongNumberCount | The number of calls where the customer's phone number was incorrect. (The customer did not live there.) | DBINT | NULL |
Campaign_Query_Rule_Real_Time
This table is in the Blended Agent category (seeBlended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Local database only.
Each row provides real-time statistics on a particular Campaign-Query Rule combination. The statistics reflect counters used in the Outbound Option predictive dialing algorithm.
The data in this table is reset nightly.
Exception: The following cumulative fields are not reset nightly:
Closed Count
TotalCount
TotalVoiceCount
Related Tables
Campaign (via CampaignID)
Query_Rule (via QueryRuleID)
Table 100. Indexes for Campaign_Query_Rule_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKCampaign_Query_Rule_Real_Time | clustered, unique, primary key located on PRIMARY | CampaignID, QueryRuleID |
Table 101. Fields in Campaign_Query_Rule_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonDetectCount | The number of calls abandoned by the dialer. | DBINT | NULL |
AbandonDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the dialer abandoned a customer call. | DBINT | NULL |
AbandonDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the dialer abandoned a customer call. | DBINT | NULL |
AbandonToIVRCount | The number of calls that detected an answering machine. | DBINT | NULL |
AbandonToIVRTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that had to be abandoned. However, instead of hanging-up on a customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AbandonToIVRToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that had to be abandoned. However, instead of hanging-up on a customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AgentClosedCount | The number of preview/callback calls that were closed by the agent (these customers will not be dialed). | DBINT | NULL |
AgentClosedDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a five minute period that were closeded by the agent (these customers will not be dialed). | DBINT | NULL |
AgentClosedDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a half-hour period that were closeded by the agent (these customers will not be dialed). | DBINT | NULL |
AgentRejectedCount | The number of preview/callback calls that were rejected by the agent. | DBINT | NULL |
AgentRejectedDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a five minute period that were rejected by the agent. | DBINT | NULL |
AgentRejectedDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a half-hour period that were rejected by the agent. | DBINT | NULL |
AnsweringMachineCount | The number of calls that were abandoned by the dialer. However, instead of hanging-up on the customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AnsweringMachineDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected an answering machine. | DBINT | NULL |
AnsweringMachineDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected an answering machine. | DBINT | NULL |
AttemptedCount | The number of attempted calls so far today. (CallBackCount + VoiceCount + BusyCount + NoAnswerDetectCount + NoRingBackDetectCount + NoDialToneDetectCount + FaxDetectCount + NetworkAnsMachineDetectCount + AnsweringMachineCount + SITToneDetectCount + CancelledDetectCount + WrongNumberCount + CustomerNotHomeCount + PersonalCallbackCount + AbandonDetectCount + AbandonToIVRCount + CustomerAbandonDetectCount) | DBINT | NULL |
BusyCount | The number of calls that detected a busy signal. | DBINT | NULL |
BusyDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a busy signal. | DBINT | NULL |
BusyDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a busy signal. | DBINT | NULL |
CallBackCount | The total number of records scheduled for a callback today. | DBINT | NULL |
CallbackCountTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of records scheduled for a callback in a five minute period. | DBINT | NULL |
CallbackCountToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of records scheduled for a callback in a half-hour period. | DBINT | NULL |
CampaignID | The campaign to which this query rule belongs. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
CancelledDetectCount | The number of calls where the dialer cancelled a ringing customer call. | DBINT | NULL |
CancelledDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the dialer cancelled a ringing customer call. | DBINT | NULL |
CancelledDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the dialer cancelled a ringing customer call. | DBINT | NULL |
ClosedCount | Records customer calls closed for any reason other than reaching a live customer since the last overwrite import. | DBINT | NULL |
ContactsAttemptedTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a five minute period. | DBINT | NULL |
ContactsAttemptedToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a half-hour period. | DBINT | NULL |
CustomerAbandonDetectCount | The number of calls where the customer hung-up immediately after picking up the telephone. | DBINT | NULL |
CustomerAbandonDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were abandoned by the customer after they picked up the telephone. | DBINT | NULL |
CustomerAbandonDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. | DBINT | NULL |
CustomerNotHomeCount | The number of calls that were answered by the wrong party because the customer was not home. | DBINT | NULL |
CustomerNotHomeCountTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were answered by the wrong party because the customer was not home. | DBINT | NULL |
CustomerNotHomeCountToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were answered by the wrong party because the customer was not home. | DBINT | NULL |
DateTime | The Unified ICM Central Controller date and time when this data was last updated. | DBDATETIME | NOT NULL |
FaxDetectCount | The number of calls that detected a FAX. | DBINT | NULL |
FaxDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a FAX machine. | DBINT | NULL |
FaxDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a FAX machine. | 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 |
LowNoiseVolumeToday | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a one day period where the voice energy was not significant enough to count. | DBINT | NULL |
LowNoiseVolumeTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a five minute period where the voice energy was not significant enough to count. | DBINT | NULL |
LowNoiseVolumeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a half-hour period where the voice energy was not significant enough to count. | DBINT | NULL |
NetworkAnsMachineCount | The number of calls that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. | DBINT | NULL |
NetworkAnsMachineDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. | DBINT | NULL |
NetworkAnsMachineDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. | DBINT | NULL |
NoAnswerDetectCount | The number of calls that were not answered. | DBINT | NULL |
NoAnswerDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were not answered. | DBINT | NULL |
NoAnswerDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were not answered. | DBINT | NULL |
NoDialToneDetectCount | The number of calls that did not detect a dial tone. | DBINT | NULL |
NoDialToneDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that did not receive a dial tone. | DBINT | NULL |
NoDialToneDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that did not receive a dial tone. | DBINT | NULL |
NoRingBackDetectCount | The number of calls in the current half hour period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call. | DBINT | NULL |
NoRingBackDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that did not receive a ring back tone. | DBINT | NULL |
NoRingBackDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that did not receive a ring back tone. | DBINT | NULL |
PendingRecordsZone1 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of pending records which are eligible for dialing now in zone 1. | DBINT | NULL |
PendingRecordsZone2 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of pending records which are eligible for dialing now in zone 2. | DBINT | NULL |
PendingRetryRecordsZone1 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of campaign records that are pending retry in Zone 1 that are dialable now. This is significant since retries get higher priority and can reduce hit rate and agent efficiency. | DBINT | NULL |
PendingRetryRecordsZone2 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of campaign records that are pending retry in Zone 2 that are dialable now. This is significant since retries get higher priority and can reduce hit rate and agent efficiency. | DBINT | NULL |
PersonalCallbackCount | The number of calls where the customer requested a personal call-back. | DBINT | NULL |
PersonalCallbackCountTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the customer requested a personal callback. | DBINT | NULL |
PersonalCallbackCountToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the customer requested a personal callback. | DBINT | NULL |
QueryRuleActive | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether the current campaign is active or not. | DBINT | NULL |
QueryRuleID | The query rule belonging to the campaign identified by the CampaignID. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
SITToneDetectCount | The number of calls that detected a Special Information Tone (SIT). | DBINT | NULL |
SITToneDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a network SIT tone. | DBINT | NULL |
SITToneDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network SIT tone. | DBINT | NULL |
TalkTimeCount | The total number of seconds agents spent talking on the telephone since midnight. | DBINT | NULL |
TalkTimeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of seconds agents spent talking on the phone during the last half-hour. | DBINT | NULL |
TotalCount | The total number of records available for the current campaign query rule since the last overwrite import. | DBINT | NULL |
TotalVoiceCount | The number of live customers that have been reached since the last overwrite import. | DBINT | NULL |
VoiceCount | The number of calls for the day that ended in successful customer contact. Outbound Option: The number of calls that detected a live person. | DBINT | NULL |
VoiceDetectTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of calls ending in an agent answering the call during the last five minutes. Outbound Option: The number of calls in a five minute period that detected a live person. | DBINT | NULL |
VoiceDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)The total number of calls ending in an agent answering the call during the last half-hour. Outbound Option: The number of calls in a half-hour period that detected a live person. | DBINT | NULL |
WrapupTimeCount | The number of seconds agents spent in wrap-up mode since midnight. | DBINT | NULL |
WrapupTimeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of seconds agents spent in wrap-up mode during the last half-hour. | DBINT | NULL |
WrongNumberCount | The number of calls where the customer phone number was incorrect (the customer did not live there). | DBINT | NULL |
WrongNumberCountTo5 | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the customer's phone number was incorrect (the customer did not live there). | DBINT | NULL |
WrongNumberCountToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the customer's phone number was incorrect (the customer did not live there). | DBINT | NULL |
Campaign_Skill_Group
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It contains the associations between campaigns and skill groups within the software.
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign_Skill_Group records.
Related Tables
Campaign (via CampaignID)
Skill_Group (SkillGroupID maps to Skill_Group.SkillTargetID)
Table 102. Indexes for Campaign_Skill_Group Table
index_name | index_description | index_keys |
---|---|---|
XPKTarget_Group | clustered, unique, primary key located on PRIMARY | CampaignID, SkillTargetID |
Table 103. Fields in Campaign_Skill_Group Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonedRoutePoint | Abandoned Contacts are transferred to this route point, which points to an IVR. | varchar(50) | NULL |
AutoAnswerReservationCall | This variable controls whether the dialer will use CTI Server to answer the reservation call and the transfer call sent to the agent or allow the agent's phone to answer the call on its own. Possible values: 1: Auto answer on; 2: Auto-answer off | DBINT | NULL |
CampaignID | The campaign to which this target group belongs. Foreign key from the Campaign table. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
ConfigParam | Additional configuration parameters. | varchar(255) | NULL |
DialedNumber | For Unified CCE, indicates the DN that should be used when sending a new call request via the MR PIM. This DN will be used to run a routing script where an agent should be reserved from the same skill that has been assigned to the campaign. Note that each skill group should have a unique DN associated with it. | VNAME32 | NULL |
DialingMode | Dialing mode for this campaign:
| DBSMALLINT | 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
IVRPorts | Number of ports supported by the IVR for the current skill group (3 digits). | DBINT | NOT NULL |
IVRRoutePoint | Contacts are transferred to this route point, which points to an IVR. | varchar(50) | NULL |
OverflowAgents | The number of agents per skill group to ignore during predictive dialer calculations. | DBINT | NOT NULL |
RecordsToCache | The number of records that should be cached by the dialer for a specific campaign-skill group combination. | DBINT | NOT NULL |
ReservationPercentage | The percentage of agents to reserve within this skill group. The variable is only relevant in preview mode. For all other modes, 100 percent of agents are reserved. | DBINT | NULL |
SkillTargetID | A unique key indicating the skill group with which this target group is associated. Foreign key to the Skill Group table. | DBINT | PK, FK NOT NULL |
Campaign_Target_Sequence
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It contains the target type (home or work) and the sequence with which numbers are dialed within a campaign.
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Related Tables
Campaign (via CampaignID)
Dialer_Detail (via Phone Index)
Table 104. Indexes for Campaign_Target_Sequence Table
index_name | index_description | index_keys |
---|---|---|
XPKCampaign_Target_Sequence | clustered, unique, primary key located on PRIMARY | CampaignID, SequenceNumber |
Table 105. Fields in Campaign_Target_Sequence Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CampaignID | The campaign to which this target sequence belongs. Foreign key from the Campaign table. This field is applicable to Outbound Option only. | DBINT | PK, FK NOT NULL |
ConfigParam | Additional configuration parameters. | varchar(255) | 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
PhoneIndex | Indicates the phone number that should be used within the zone. This value can range from 0 through 9. An index value of 0 represents the Phone1 in the configuration tool. | DBINT | NOT NULL |
SequenceNumber | Part of the primary key. Indicates the sequence of the number to dial within a campaign. | DBINT | PK NOT NULL |
ZoneIndex | Indicates the zone to which the configured phone number belongs: 0 = Zone 1 1 = Zone 2 | DBINT | NOT NULL |
Cfg_Mngr_App_Snapshot_State
This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.
This table defines a specific state of the Unified ICM Configuration Manager user interface that a user has saved. Information from this table is used to reconstruct the state of the Unified ICM Configuration Manager when the Administration & Data Server is restarted.
Related Table
Cfg_Mngr_User_Desktop_Snap (via DesktopSnapShotID)
Table 106. Indexes for Cfg_Mngr_App_Snapshot_State Table
index_name | index_description | index_keys |
---|---|---|
XPKCfg_Mngr_App_Snapshot_State | clustered, unique, primary key located on PRIMARY | DesktopSnapShotID, ApplicationID |
Table 107. Fields in Cfg_Mngr_App_Snapshot_State Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ApplicationID | Identifies the application | DBINT | PK, NOT NULL |
ApplicationOpen | Valid options include:
| DBCHAR | NOT NULL |
DesktopSnapShotID | A unique identifier for the desktop snapshot. | DBINT | PK, FK NOT NULL |
Filter1 | ID for the first filter key of the application. | DBINT | NULL |
Filter2 | ID for the second filter key of the application. | DBINT | NULL |
Filter3FieldName | A field name used for the third filter criteria. | VNAME32 | NULL |
Filter3FieldType | A field type identifier used for text/numeric lookup. | DBSMALLINT | NULL |
Filter3OptionSelection | The selection type. | DBSMALLINT | NULL |
Filter3Selection | The selection value. | varchar(255) | NULL |
POSX | The application's X position on the desktop. | DBSMALLINT | NULL |
POSY | The application's Y position on the desktop. | DBSMALLINT | NULL |
Cfg_Mngr_Globals
This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.
This table contains a single record that stores version information about the menu system that Unified ICM Configuration Manager is currently using.
Table 108. Indexes for Cfg_Mngr_Globals Table
index_name | index_description | index_keys |
---|---|---|
XPKCfg_Mngr_Globals | clustered, unique, primary key located on PRIMARY | VersionID |
Table 109. Fields in Cfg_Mngr_Globals Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
Version | Stores version information about the menu system the Unified ICM Configuration Manager is currenlty using. | DBINT | NOT NULL |
VersionID | A unique identifier for the version. | DBINT | PK NOT NULL |
Cfg_Mngr_User_Desktop_Snap
This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.
This table retains information on current Unified ICM Configuration Manager state for a particular user.
Related Table
Cfg_Mngr_App_Snapshot_State (via DesktopSnapShotID)
Table 110. Cfg_Mngr_User_Desktop_Snap Table
index_name | index_description | index_keys |
---|---|---|
XPKCfg_Mngr_User_Desktop_Snap | clustered, unique, primary key located on PRIMARY | DesktopSnapShotID |
Table 111. Fields in Cfg_Mngr_User_Desktop_Snap Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AllowMultipleAppInstances | Determines whether multiple executing instances of a tool should be allowed:
| DBCHAR | NOT NULL |
AutoRetrieve | Indicates whether or not the tools should automatically retrieve data when they start:
| DBCHAR | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
DesktopSnapShotID | A unique identifier for the desktop snapshot. | DBINT | PK NOT NULL |
DesktopSnapShotName | A name for the desktop snapshot. | varchar(128) | NOT NULL |
MenuID | A unique identifier for the menu. | DBINT | FK NULL |
OpenAppsOnLoad | Determines whether tools should be reopened when a snapshot is loaded:
| DBCHAR | NOT NULL |
SaveApplicationPositions | Indicates whether or not the application should start in the screen position it was in when it was last run by the user:
| DBCHAR | NOT NULL |
SaveFilterData | Deternimes whether or not filter settings should be saved for all tools:
| DBCHAR | NOT NULL |
UserSettingsID | A foreign key to the Cfg_Mngr_User_Settings table. | DBINT | FK NOT NULL |
Cfg_Mngr_User_Menu
This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.
This table holds information that describes the default and custom menus in use for each user of Unified CCE Configuration Manager.
Related Table
Cfg_Mngr_View (via MenuID)
Table 112. Indexes for Cfg_Mngr_User_Menu Table
index_name | index_description | index_keys |
---|---|---|
XPKCfg_Mngr_User_Menu | clustered, unique, primary key located on PRIMARY | MenuID |
Table 113. Fields in Cfg_Mngr_User_Menu Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DesktopSnapShotID | Identifies the last desktop snapshot. | DBINT | NULL |
MenuID | A unique identifier for the menu. | DBINT | PK NOT NULL |
MenuName | A name for the menu. | VNAME32 | NOT NULL |
Cfg_Mngr_User_Settings
This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.
This table holds specific Unified CCE Configuration Manager settings for each user Unified CCE Configuration Manager.
Related Tables
Cfg_Mngr_User_Desktop_Snap (via UserSettingsID)
Table 114. Indexes for Cfg_Mngr_User_Settings Table
index_name | index_description | index_keys |
---|---|---|
XAK1Cfg_Mngr_User_Settings | nonclustered, unique, unique key located on PRIMARY | LoginName |
XPKCfg_Mngr_User_Settings | clustered, unique, primary key located on PRIMARY | UserSettingsID |
Table 115. Fields in Cfg_Mngr_User_Settings Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
LastDesktopSnapShotID | Identifier for the last desktop snapshot that the user had opened before closing the Unified ICM Configuration Manager. | DBINT | NULL |
LoginName | The unique login name of the user who owns these settings. | varchar(128) | AK-1 NOT NULL |
SaveSnapShotOnExit | Indicates whether or not to save the current desktop snapshot settings when the Unified ICM Configuration Manager is closed:
| DBCHAR | NOT NULL |
UserSettingsID | A unique identifier for the user settings. | DBINT | PK NOT NULL |
Cfg_Mngr_View
This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.
This table holds the information necessary to produce the tree view structure for multiple default and custom menus within the Unified ICM Configuration Manager. The Primary Key (PK) is nonclustered.
Related Tables
Cfg_Mngr_User_Menu (via MenuID)
Table 116. Indexes for Cfg_Mngr_View Table
index_name | index_description | index_keys |
---|---|---|
XIE1Cfg_Mngr_View | nonclustered located on PRIMARY | PeerNodeID |
XIE2Cfg_Mngr_View | nonclustered located on PRIMARY | ChildNodeID |
XPKCfg_Mngr_View | nonclustered, unique, primary key located on PRIMARY | NodeID, MenuID |
Table 117. Fields in Cfg_Mngr_View Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ApplicationID | Identifies the application. | DBINT | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ChildNodeID | Identifies the child node in the tree view. | DBINT | IE-2 NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
MenuID | A unique identifier for the menu. | DBINT | PK, FK NOT NULL |
NodeID | A unique identifier for the node in the tree view. | DBINT | PK NOT NULL |
PeerNodeID | Identifies the peer node in the tree view. | DBINT | IE-1 NULL |
Class_Access_Xref
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
It lists the access levels available for each class. The Primary Key (PK) is nonclustered.
Related Tables
Class_List (via ClassID)
Table 118. Indexes for Class_Access_Xref Table
index_name | index_description | index_keys |
---|---|---|
XAK1Class_Access_Xref | clustered, unique, unique key located on PRIMARY | AccessLevel, ClassID |
XPKClass_Access_Xref | nonclustered, unique, primary key located on PRIMARY | ClassAccessXrefID |
Table 119. Fields in Class_Access_Xref Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AccessLevel | A supported access level for the class. To see values. see Access Levels. | DBINT | AK-1 NOT NULL |
ClassAccessXrefID | A unique identifier for the record. | DBINT | PK NOT NULL |
ClassID | Identifies the class from the Class_List table. | DBINT | AK-1 NOT NULL |
Class_List
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
It lists the available classes. The contents of this table are set up when the software is installed and never change.
Related Tables
Class_Security (via ClassID)
ClassID_To_ObjectType (via ClassID)
Table 120 . Indexes for Class_List Table
index_name | index_keys | |
---|---|---|
XAK1Class_List | clustered, unique, unique key located on PRIMARY | Name |
XPKSecurity_Class | nonclustered, unique, primary key located on PRIMARY | ClassID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ClassID | A unique identifier for the class. | DBINT | PK NOT NULL |
Description | Additional information about the class. | DESCRIPTION | NULL |
Name | The name of the class. | varchar(30) | AK-1 NOT NULL |
Class_Security
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
It lists the level of security each user or group has for a class.
Related Tables
Class_List (via ClassID)
User_Group (via UserGroupName)
Table 122. Indexes for Class_Security Tableindex_name | index_description | index_keys |
---|---|---|
XPKClass_Security | clustered, unique, primary key located on PRIMARY | ClassSecurityID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AccessLevel | The access level the user group has for the class. To see values. see Access Levels. | DBINT | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ClassID | Identifies the class from the Class_List table. | DBINT | NOT NULL |
ClassSecurityID | A unique identifier for the record. | DBINT | PK NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
UserGroupName | Identifies the user group. | varchar(64) | NOT NULL |
ClassID_To_ObjectType
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Maps each class to its component object types
Related Tables
Class_List (via ClassID)
Object_List (via ObjectType + ObjectID)
Table 124. Indexes for ClassID_To_ObjectType Tableindex_name | index_description | index_keys |
---|---|---|
XIE1ClassID_To_ObjectType | nonclustered located on PRIMARY | ObjectType |
XPKClassID_To_ObjectType | clustered, unique, primary key located on PRIMARY | ClassID, ObjectType |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ClassID | Identifies the class from the Class_List table. | DBINT | PK, FK NOT NULL | ||
ObjectID | For Logical Interface Controller objects:
| DBINT | NOT NULL | ||
ObjectType | Identifies the type of the object. | DBINT | PK, FK, IE-1 NOT NULL |
Configuration_Limit
This table defines safe outer boundaries for Unified ICM Configuration parameters. The default values set for Configuration Limits are the maximum values that have been tested and confirmed by Cisco. Your system deployment may require lower limits.
However, if you configure beyond the ConfigLimitID values and experience difficulties, we might require you to change values to correspond to the defined limits before we can troubleshoot.
Table 126. Indexes for Configuration_Limit Tableindex_name | index_description | index_keys |
---|---|---|
XPKConfiguration_Limit | clustered, unique, primary key located on PRIMARY | ConfigLimitID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ConfigLimitID | This is created by the schema. | DBINT | PK-1, clustered, NOT NULL |
ConfigLimitName | The configuration limit rule name. The valid values are:
| VNAME32 | NOT NULL |
ConfigLimitDefaultValue | The default limitation value | DBINT | NOT NULL |
ConfigLimitCurrentValue | The current limitation value | DBINT | NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
Description | Description | Description | NULL |
ChangeStamp | Change Stamp | ChangeStamp | NOT NULL |
Config_Message_Log
This table is in the System category (see System). To see database rules for these tables, see System Tables.
It gets populated on central and local databases. The database system table is used to store configuration messages.
Table 128. Indexes for Config_Message_Log Tableindex_name | index_description | index_keys |
---|---|---|
XPKConfig_Message_Log | Clustered, unique, primary key located on PRIMARY | RecoveryKey |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ConfigMessage | All configuration messages in a transaction. | varbinary(max) | NULL |
DateTime | The date and time when a set of messages was logged. | DBDATETIME | NOT NULL |
LogOperation | The type of configuration change. Examples include "Add" and "Update". | VNAME32 | NULL |
RecoveryKey | A value used internally by the software to track virtual time. | DBFLT8 | PK NOT NULL |
TableName | The name of the table affected by the configuration change. | VNAME32 | NULL |
Congestion Control
This table is in the System category (see System).
This table stores configuration information for congestion control.
Table 130. Indexes for Congestion Control Tableindex_name | index_description | index_keys |
---|---|---|
XPKCongestion_Control | clustered, unique, primary key located on PRIMARY | DeploymentID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | ChangeStamp | NOT NULL |
CongestionCheckInterval | For system use only. | DBINT | NOT NULL |
CongestionEnabled | Congestion control flag. It is enabled when the user first sets the congestion control limits. Default = Yes (For Packaged CCE deployments) | DBCHAR | NOT NULL |
CongestionTreatmentMode | This field is to set the rejection treatment mode. Values for this field include the following:
| DBINT | NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
DeploymentID | Primary Key | DBINT | NOT NULL |
DeploymentType | The ICM/CCE deployment type. Values for this field include the following:
| DBINT | NOT NULL |
LabelString | Label string to treat the calls subjected to congestion control. This label will be responded when congestion treatment is set to Treat call with System Default Label (3).The label will be sent only to the calls to be rejected. | VNAME32 | NULL |
Level1Abate | Level 1 abatement | DBINT | NOT NULL |
Level2Abate | Level 2 abatement | DBINT | NOT NULL |
Level3Abate | Level 3 abatement | DBINT | NOT NULL |
Level1Onset | Level 1 onset | DBINT | NOT NULL |
Level2Onset | Level 2 onset | DBINT | NOT NULL |
Level3Onset | Level 3 onset | DBINT | NOT NULL |
Level1Reduction | Level 1 call rate reduction | DBINT | NOT NULL |
Level2Reduction | Level 2 call rate reduction | DBINT | NOT NULL |
Level3Reduction | Level 3 call rate reduction | DBINT | NOT NULL |
UserOverride | If yes, user defined CPS is used for congestion control. The user can enter the CPS limit. The limit will be the same in the Configuration Limits table. | DBSMALLINT | NOT NULL |
WMAWeight | Weight used for moving average algorithm to calculate CPS. | DBSMALLINT | NOT NULL |
Contact_Share_Group
This table defines contact share groups that apply to all contact share precision queues or skill groups.
Table 132. Indexes for Contact_Share_Group Tableindex_name | index_description | index_keys |
---|---|---|
AK1Contact_Share_Group | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
PKContact_Share_Group | clustered, unique, primary key located on PRIMARY | GroupID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
GroupID | An identifier that has a unique ID among all the contact share queues. | DBINT | PK NOT NULL |
RuleID | Foreign key from contact share rule table. | DBINT | NOT NULL |
EnterpriseName | The unique name of this contact share group. | VNAME32 | AK NOT NULL |
AccetQueueIf | The contact share queue will be accepted IF the expression evaluates to true. | varchar(512) | NULL |
Description | Additional information about the group. | DESCRIPTION | NULL |
DateTimeStamp | Records the data and time when the record was added or updated. | DBDATETIME | NULL |
ChangeStamp | Incremented when the record in the database is changed. | CHANGESTAMP | NOT NULL |
Contact_Share_Group_Member
This table maps contact share groups to contact share queues. Each contact share group contains one or more contact share queues. Each contact share queue can be a member of one or more contact share groups.
Table 134. Indexes for Contact_Share_Group_Member Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Contact_Share_Group_Member | nonclustered located on PRIMARY | Group ID |
XPKContact_Share_Group_Member | clustered, unique, primary key located on PRIMARY | GroupID, QueueID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
GroupID | Foreign key from Contact_Share_Group. | DBINT | NOT NULL |
QueueID | Foreign key from Contact_Share_Queue. | DBINT | PK NOT NULL |
Contact_Share_Queue
This table defines the queue that references a target queue (either precision queue or skill group). These exist on the Unified CCE target systems.
Table 136. Indexes for Contact_Share_Queue Tableindex_name | index_description | index_keys |
---|---|---|
XPKContact_Share_Queue | clustered, unique, primary key located on PRIMARY | QueueID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
QueueID | An identifier that has a unique ID among all the contact share queues. | DBINT | PK NOT NULL |
QueueName | Name of the Queue that is configured on the target United CCE systems. The same as EnterpriseName of the precision queue or skill group. | VNAME32 | NOT NULL |
TargetQueueID | The unique ID (either PrecisionQueueID or SkillGroupID) from the target United CCE systems. | DBINT | NOT NULL |
QueueType | Identifies the target queue as P - Precision Queue, or S - Skill Group. | char(1) | NOT NULL |
Description | Additional information about the group. | DESCRIPTION | NULL |
TargetInstanceID | Target instance identifier. | DBINT | NULL |
DateTimeStamp | Records the data and time when the record was added or updated. | DBDATETIME | NULL |
ChangeStamp | Incremented when the record in the database is changed. | CHANGESTAMP | NOT NULL |
Contact_Share_Rule
This table defines rules to apply for all contact share precision queues or skill groups within a contact share group.
Table 138. Indexes for Contact_Share_Rule Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Contact_Share_Rule | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKContact_Share_Rule | clustered, unique, primary key located on PRIMARY | RuleID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
RuleID | An identifier that has a unique ID among all the contact share rules. | DBINT | PK NOT NULL |
EnterpriseName | Name of the rule. | VNAME32 | AK NOT NULL |
RuleExpression | This is the rule expression that is used for all contact share precision queue or skill groups within a contact share group. | varchar(512) | NULL |
Description | Additional information about the group. | DESCRIPTION | NULL |
DateTimeStamp | Records the data and time when the record was added or updated. | DBDATETIME | NULL |
ChangeStamp | Incremented when the record in the database is changed. | CHANGESTAMP | NOT NULL |
Controller_Time
This table is in the System category (see System). To see database rules for these tables, see System Tables.
A database system table that stores the current time at the Unified ICM platform.
Table 140. Fields in Controller_Time TableName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
NowTime | The most recently reported time from the Central Controller. | DBDATETIME | 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 | NULL |
TimeZoneName | The name of the time zone. | DESCRIPTION | NULL |
Customer_Definition
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row defines a customer associated with an Unified ICM instance. Use the Customer list tool to create, update, or delete a customer definition.
Related Tables
Call_Type (via CustomerDefinitionID)
Customer_Options (via CustomerDefinitionID)
Feature_Control_Set (via via FeatureSetID)
ICR_Instance (via ICRInstanceID)
Label (via CustomerDefinitionID)
Master_Script (via CustomerDefinitionID)
Network_Vru (via NetworkTargetID)
Scheduled_Target (via CustomerDefinitionID)
User_Group (via CustomerDefinitionID)
Table 141. Indexes for Customer_Definition Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Customer_Definition | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Customer_Definition | nonclustered located on PRIMARY | ICRInstanceID |
XPKCustomer_Definition | clustered, unique, primary key located on PRIMARY | CustomerDefinitionID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CustomerDefinitionID | A unique identifier for the customer definition. | DBINT | PK NOT NULL |
DateTimeStamp | Records the date and time when a record is added / updated. | DBDATETIME | NULL |
Description | Additional information about the customer definition. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the customer. This name must be unique among all customer definitions in the enterprise. | VNAME32 | AK-1 NOT NULL |
FeatureSetID | Identifies a feature set from the Feature_Control_Set Table. | DBINT | FK NULL |
ICRInstanceID | Identifies the instance associated with the customer. | DBINT | FK, IE-1 NOT NULL |
NetworkTargetID | Identifies the Network VRU, if any, associated with the customer. | DBINT | FK, NULL |
Customer_Options
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row identifies options installed for a specific customer.
Related Table
Customer_Definition (via CustomerDefinitionID)
Table 143. Indexes for Customer_Options Tableindex_name | index_description | index_keys |
---|---|---|
XPKCustomer_Options | clustered, unique, primary key located on PRIMARY | CustomerDefinitionID, Type |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CustomerDefinitionID | Identifies the customer definition associated with the row. | DBINT | PK, FK NOT NULL |
OptionValue | The option value. | varchar(255) | NULL |
Type | The customer option defined by the row. To see values, see Customer Options Type. | DBINT | PK NOT NULL |
Default_Call_Type
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row specifies the default call type. You can associate a default call type with each routing client.
Note | You can also create a general default call type in the ICR_Globals table. |
To add, update, and delete Default_Call_Type records, use Unified ICM Configuration Manager to modify the Routing Client configuration.
Related Tables
Call_Type (via CallTypeID)
Routing_Client (via RoutingClientID)
Table 145. Indexes for Default_Call_Type Tableindex_name | index_description | index_keys |
---|---|---|
XPKDefault_Call_Type | clustered, unique, primary key located on PRIMARY | RoutingClientID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CallTypeID | The call type. | DBINT | NULL |
RoutingClientID | The routing client. | DBSMALLINT | NOT NULL |
Department
This table defines a Department that is used for departmental data hosting.
Each row specifies a user-configured Department. The following tables contain a department ID and can be divided into departments.
Related Tables
index_name | index_description | index_keys |
---|---|---|
XPKDepartment | Clustered, unique, primary key located on PRIMARY | DepartmentID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Changestamp for the table. | CHANGESTAMP | NOT NULL |
CustomerDefinitionID | Maps Customer to Department in a CCMP/CCDM deployment. | DBINT | NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NOT NULL |
Description | Description for the Department. | DESCRIPTION | NULL |
EnterpriseName | Enterprise name of the Department. | VARCHAR(32) | NOT NULL |
Department _Member
This table associates the User Group ID with a Department.
Related Tables
User_Group
Department
index_name | index_description | index_keys |
---|---|---|
XPKUser_Group_Department | PRIMARY Key | UserGroupID, DepartmentID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DepartmentID | Foreign Key from the Department table. | DBINT | NOT NULL |
UserGroupID | Foreign key from User_Group. The User_Group table is the parent table for changestamp purposes. | DBINT | NOT NULL |
Device_Target
Note | Device_Target is deprecated. Use Agent_Targeting_Rule instead. |
This table is in the Route category. To see database rules for these tables, see Route Tables.
Each row represents one or more enterprise agents. When an enterprise agents logs on, the system software dynamically assigns him or her to a device target. To route calls to an enterprise agent, you must have defined a label associated with the device target. Use Unified ICM Configuration Manager to create, delete, and modify device targets.
Note | To configure Unified CCE, use Agent Targeting Rules versus Device Targets. Based on configured agent targeting rules, if an agent attempts to log into an extension to which the router cannot target a call, the peripheral gateway rejects the login request and returns an error that includes why the log in request failed. For call routing in system PGdeployments, configure the extension range in the Agent Targeting Rules in Unified CCE. For table details, see Agent_Targeting_Rule. |
Related Tables
Agent_Logout (via NetworkTargetID)
Agent_Real_Time (via NetworkTargetID)
Network_Target (via NetworkTargetID)
Table 151. Indexes for Device_Target Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Device_Target | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XAK2Device_Target | nonclustered, unique, unique key located on PRIMARY | DeviceAddressType, GlobalAddress |
XPKDevice_Target | clustered, unique, primary key located on PRIMARY | NetworkTargetID |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
ConfigParam | An optional string to be sent to the device during initialization. | varchar(255) | NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Description | Additional information about the device target. | DESCRIPTION | NULL | ||
DeviceAddressType | Type of address defined in the GlobalAddressfield: 1 = Internet Protocol (IP). | DBINT | AK-2 NOT NULL | ||
DeviceTargetType | The type of the target.
| DBINT | NOT NULL | ||
EnterpriseName | An enterprise name for the target. This name must be unique among all device targets in the enterprise. | VNAME32 | AK-1 NOT NULL | ||
GlobalAddress | A unique identifier. This field is used to enforce validation that the agent desktop and the agent phone are at the same IP address for media terminated agent desktops, including Enterprise Agent. The decimal format for an IP address is xxx.xxx.xxx.xxx. For example, 128.127.50.224. If validating the IP address of an agent desktop and agent phone is not the case, then the global address can be set to any unique string. | varchar(64) | AK-2 NOT NULL | ||
NetworkTargetID | Unique identifier for the target. | DBINT | PK, FK NOT NULL |
Dialed_Number
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row describes a dialed number serviced by the system software. Use Unified ICM Configuration Manager to add, update, and delete Dialed_Number records.
Related Tables
Customer_Definition (via CustomerDefinitionID)
Dialed_Number_Label (via DialedNumberID)
Dialed_Number_Map (via DialedNumberID)
Dial_Number_Plan (via DialedNumberID)
Label (via LabelID)
Media_Routing_Domain (via MRDomainID)
Route_Call_Detail (via DialedNumberID)
Routing_Client (via RoutingClientID)
Table 153. Indexes for Dialed_Number Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Dialed_Number | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XAK2Dialed_Number | nonclustered, unique, unique key located on PRIMARY | RoutingClientID, DialedNumberString |
XIE1Dialed_Number | nonclustered located on PRIMARY | LabelID |
XIE2Dialed_Number | nonclustered located on PRIMARY | CustomerDefinitionID |
XIE3Dialed_Number | nonclustered located on PRIMARY | DateTimeStamp |
XPKDialed_Number | clustered, unique, primary key located on PRIMARY | DialedNumberID |
Fields | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
CustomerDefinitionID | Identifies the customer definition associated with the dialed number. | DBINT | IE-2, FK NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL | ||
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL | ||
Description | Additional information about the dialed number. | DESCRIPTION | NULL | ||
DialedNumberID | A unique identifier for this dialed number. | DBINT | PK NOT NULL | ||
DialedNumberString | The string the routing client passes to the system software to represent this dialed number. | VNAME32 | AK-2 NOT NULL | ||
EnterpriseName | An enterprise name for the number. This name must be unique among all dialed numbers in the database. | VNAME32 | AK-1 NOT NULL | ||
LabelID | References the default label for this dialed number. | DBINT | IE-1, FK NULL | ||
MRDomainID | The Media Routing Domain associated with this dialed number. | DBINT | FK NOT NULL | ||
PCSPattern | The Post Call Survey Dialed Number (DN) Pattern. This field may contain wildcard characters such as (!), (*), (>), and single digit matches like periods (.) or X.
| varchar(512) | Optional (NULL) | ||
PermitApplicationRouting | Used to indicate if remote routing by a CTI client (ACMI) is permitted on this dialed number. Default = 'N'. | DBCHAR | NOT NULL | ||
ReservedByIVR | Used for queuing on the Simplified Unified CCE PG only. Stored as 'Y' or 'N'. Default = 'N'. | DBCHAR | NOT NULL | ||
RingtoneName | The custom ringtone media file name.
| varchar(256) | Optional (NULL) | ||
RoutingClientID | References the routing client that services this dialed number. | DBSMALLINT | AK-2, FK NOT NULL |
Dialed_Number_Label
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
It indicates which Label values are valid for each Dialed_Number value. Use Unified ICM Configuration Manager to add, update, and delete Dialed_Number_Label records.
Related Tables
Dialed_Number (via DialedNumberID)
Label (via LabelID)
Table 155. Indexes for Dialed_Number_Label Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Dialed_Number_Label | nonclustered located on PRIMARY | LabelID |
XPKDialed_Number_Label | clustered, unique, primary key located on PRIMARY | DialedNumberID, LabelID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DialedNumberID | Foreign key from the Dialed Number table. | DBINT | PK, FK NOT NULL |
LabelID | Foreign key from the Label table. | DBINT | PK, FK NOT NULL |
Dialed_Number_Map
This table is part of the Script category (see Script) category. For database rules, see Script Tables.
Describes the call qualifier values (dialed number, calling line ID, and caller-entered digits) associated with each call type. Use the Call Type Directory dialog of the Script Editor to add, update, and delete Dialed_Number_Map records.
Related Tables
Call_Type (via CallTypeID)
Dialed_Number (via DialedNumberID)
Region (via RegionID)
Table 157. Indexes for Dialed_Number_Map Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Dialed_Number_Map | nonclustered located on PRIMARY | CallTypeID, RegionID |
XPKDialed_Number_Map | clustered, unique, primary key located on PRIMARY | DialedNumberID, Item |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ANIWildCard | ANI value or region name. An ANI value can be a prefix of any length (the leading digits of the telephone number) or a complete telephone number. | varchar(30) | NULL |
ANIWildCardType | Indicates what type the ANIWildCard is. To see the list of values, see Dialed Number Map: ANIWildCardType. | DBSMALLINT | NOT NULL |
CallTypeID | Foreign key from Call Type table. | DBINT | FK NOT NULL |
CEDWildCard | Value to match against CED:
| varchar(30) | NULL |
Description | Additional information about the mapping of these call qualifiers to this call type. | DESCRIPTION | NULL |
DialedNumberID | Foreign key from the Dialed Number table. DialedNumberID and Item together form an alternate key that is used by the system software to determine the order in which to match the wildcards. | DBINT | PK, FK NOT NULL |
Item | The order in which the rows for a dialed number are tested against the call qualifiers. | DBINT | PK NOT NULL |
RegionID | If ANIWildCardType is 4 (Region), this is the foreign key of the region from the Region table. | DBINT | FK NULL |
Dial_Number_Plan
This is in the Device category (see Device). For database rules, see Device Tables.
Defines special dialing codes that allow enterprise agents to use the system software to place calls to services, other agents, skill groups, enterprise skill groups, supervisors, the local public network, a long-distance network, or to specific trunks. Use Unified ICM Configuration Manager to add, update, and delete Dial_Number_Plan records.
Related Tables
Dialed_Number (via DialedNumberID)
Routing_Client (via RoutingClientID)
Table 159. Indexes for Dial_Number_Plan Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Dial_Number_Plan | nonclustered, unique, unique key located on PRIMARY | RoutingClientID, WildcardPattern |
XPKDial_Number_Plan | clustered, unique, primary key located on PRIMARY | DialNumberPlanID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated | DBDATETIME | NULL |
Description | Additional information about the dial number plan. | DESCRIPTION | NULL |
DialedNumberID | Identifies the dialed number associated with the dial number plan if PostRoute is Y, the dialed number is used to determine a call type. | DBINT | FK NULL |
DialNumberPlanID | A unique identifier for the plan. | DBINT | PK NOT NULL |
DialNumberPlanType | The type of the plan. | DBINT | NULL |
DialString | The dial string if PostRoute setting is N. | VNAME32 | NULL |
PostRoute | Indicates whether to issue a Post-Routing request if the dialed number supplied by the agent matches the WildcardPattern:
| DBCHAR | NOT NULL |
RoutingClientID | Identifies the routing client associated with the dial number plan. | DBSMALLINT | AK-1, FK NOT NULL |
WildcardPattern | A string the system software compares to the dialed number or dial string. The string can contain letters, digits, asterisks (*), and number signs (#). It can also include the wildcard characters ? and !. The ? character represents any single letter. The ! character represents any string of characters and can appear only at the end of the pattern. | VNAME32 | AK-1 NOT NULL |
Dialer
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Contains configuration information for each dialer. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Dialer records.
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Related Tables
Peripheral (via PeripheralID)
Dialer_Detail (via DialerID)
Dialer_Half_Hour (via DialerID)
Dialer_Port_Map (via DialerID)
Dialer_Port_Real_Time (via DialerID)
Dialer_Skill_Group_Half_Hour (via DialerID)
Dialer_Skill_Group_Real_Time (via DialerID)
Table 161. Indexes for Dialer Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Dialer | nonclustered, unique, unique key located on PRIMARY | DialerName |
XAK2Dialer | nonclustered, unique, unique key located on PRIMARY | ComputerName |
XPKDialer | clustered, unique, primary key located on PRIMARY | DialerID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DialerType | Indicate what type of protocol that the Dialer uses. The default value is 3. Other values
| DBINT | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ComputerName | The network name of the computer hosting the dialer component. | varchar(64) | AK-2 NOT NULL |
CPAAnalysisPeriod | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Number of milliseconds that the dialer will spend analyzing. Advanced configuration item. | DBINT | NULL |
CPAJitterBufferDelay | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Advanced configuration item. | DBINT | NULL |
CPAMaxTermToneAnalysis | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item. | DBINT | NULL |
CPAMaxTimeAnalysis | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Maximum time allowed for analysis in milliseconds. Advanced configuration item. | DBINT | NULL |
CPAMinimumValidSpeechTime | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Minimum number of milliseconds of voice required to qualify a call as voice detected. Advanced configuration item. | DBINT | NULL |
CPAMinSilencePeriod | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Minimum silence period required to classify a call as voice detected. | DBINT | NULL |
CPARecordWaveFile | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Indicates whether the debug setting for recording wave files should be enabled for the dialer. | DBINT | AK-2 NOT NULL |
ConfigParam | Additional configuration parameters. | varchar(255) | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the dialer, such as its location. | DESCRIPTION | NULL |
DialerID | A unique identifier for this dialer. | DBINT | PK NOT NULL |
DialerName | A name give to a particular dialer during configuration. | VNAME32 | AK-1 NOT NULL |
DialToneDetectEnabled | Valid options are:
| DBCHAR | NOT NULL |
Enabled | Valid options include:
| DBCHAR | NOT 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
HangupTime | The number of seconds to wait after hanging-up a port on a dialer card before attempting to use the port again. (This option is designed to give the telephone system enough time to sense a hang-up and release the line.) | DBINT | NOT NULL |
IPBridgingEnabled | Reserved for future use. Default = 'N'. | DBCHAR | NOT NULL |
LocalAreaCode | The local area code for this dialer. (This value is compared to numbers being dialed to determine whether '1' and the area code should be prefixed to the dialed number.) | varchar(100) | NULL |
LongDistancePrefix | Long distance prefix - previously set in the Dialer registry. | varchar(32) | NULL |
PeripheralID | The peripheral ID for the ACD. | DBSMALLINT | FK NOT NULL |
PortThrottle | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Calls per second allowed in any one second for any one dialer. Calls will be distributed evenly over the time interval. | DBFLT8 | NULL |
PredictiveCorrectionPace | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. A correction is applied to the Lines per Agent when the voice calls exceeds "PredictiveConnectionPace" calls. The default is 100. | DBINT | NOT NULL |
PredictiveGain | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. The PredictiveGain term controls the overall rate of corrective adjustment for the Lines per Agent. This is the multiplier for the Proportional corrective term in the algorithm. The default is 14. | DBFLT8 | NOT NULL |
PredictiveHistoricGain | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. The Historic Gain term calculates an additional correction based on the last 5 measurement sets. As a default, it should be set to half the PredictiveGain. It attempts to correct for systematic undershooting or overshooting over several correction cycles. The default is 7. | DBFLT8 | NOT NULL |
PredictiveLowAbandonGain | THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Multiplier for the Proportional term when the measured Abandoned Call Rate is less than the target rate. This compensates for the fact that the upside difference between the target and measured Abandoned Call Rate can be much larger than the downside difference. The default is 1.5. | DBFLT8 | NOT NULL |
PrefixDigits | Dial a prefix string before the regular phone number. (This would be used, for example, to dial a '9' to reach an external line.) | varchar(32) | NULL |
TenDigitDialEnabled | Valid options are:
| DBCHAR | NOT NULL |
Dialer_Detail
This table is in the Blended Agent category. (See Blended Agent (Outbound Option).) To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Because this table grows larger in size, 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 (that other Unified ICM/Unified CCE components do not use). Use only DBDateTime (date and time of the record that was written to the HDS database) to extract the data. You can index the table on the custom database according to the custom reporting needs.
Note | If Outbound Option was not selected during setup, this table contains no data. |
This historical table tracks data on all outbound attempts, including personal callback attempts and preview calls that an agent skips.
Note | Unified CCE and G3 Support: The Dialer_Detail table is supported for Unified CCE only. Dialer Detail records are not supported for the G3 dialer. Some records might be written to the Dialer_Detail table for older G3 dialers, but do not use the records. |
Related Tables
Campaign(through CampaignID)
Campaign_Skill_Group (through CampaignID)
Dialer (through DialerID)
Dialer_Real_Time (through DialerID)
Peripheral (through PeripheralID)
Query_Rule (through QueryRuleID)
index_name | index_description | index_keys |
---|---|---|
XPKDialer_Detail | Primary key | RecoveryKey |
XIE1Dialer_Detail | Inversion key | DbDateTime |
XIE2Dialer_Detail | Inversion key | CampaignReportingDateTime |
XIE3Dialer_Detail | Inversion key | RouterCallKey, RouterCallKeyDay |
XIE4Dialer_Detail | Inversion key | CallGUID |
XIE5Dialer_Detail | Inversion key | DateTime |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AccountNumber | Customer account number. | VARCHAR(128) | NULL | ||
ActiveThreshold | The calculated active threshold during the period for computing the noise floor. | DBINT | NULL | ||
AgentPeripheralNumber | PeripheralNumber / AgentID of the Agent that handled the call. | VARCHAR(32) | NULL | ||
CallbackPhone | The phone number at which the customer requested to be called back. This field remains populated with customer-requested callback numbers for all personal callback calls or regular callback calls. | VARCHAR(20) | NULL | ||
CallbackDateTime | The date and time when to retry the call. This is the local time for the person receiving the call. | DBSMALLDATE | NULL | ||
CallDuration | Only used for the SIP Dialer. For all other dialers, this field is reserved for future use. The call duration of the outbound call in milliseconds starting when the Dialer initiates the call to the customer. It is the time difference between when the Call Setup Time starts and the outbound call ends. (Time the agent is in Call Setup Time + Agent Talktime + Agent Wrap-up Time(if configured))
| DBINT | NULL | ||
CallGUID | An identifier assigned to the call by the SIP Dialer. | VARCHAR(32) | IE4 NULL | ||
CallResult | Telephony call result (busy, no answer, and so on) or agent reservation attempt result (Agent Rejected Call, Unable to reserve, and so on). For the field values that can populate CallResult, see Dialer Detail: CallResult. | DBINT | NULL | ||
CallResultDetail | Reserved for future use | DBINT | NULL | ||
CallStatusZone1 | Status of the customer record for Zone1. For the values that can populate this field, see Dialer Detail: CallStatusZone. | CHAR(1) | NULL | ||
CallStatusZone2 | Status of the customer record for Zone2. For the values that can populate this field, see Dialer Detail: CallStatusZone. | CHAR(1) | NULL | ||
CampaignReportingDateTime | This value indicates interval date time that Router used TCD record to calculate Call Type related historical data. | DBDATETIME | IE2 NULL | ||
CampaignID | The campaign that the call was placed for. | DBINT | FK NULL | ||
CustomerTimeZone | The value is the offset in minutes that the customer is from UTC (formerly GMT).
| DBINT | NULL | ||
DateTime | DateTime (in Central Controller local time) at the start of the interval when the row was generated. | DBDATETIME | IE5 NOT NULL | ||
DbDateTime | DateTime (in Central Controller local time) when the records are written to the HDS database. The logger database has NULL for this column. | DBDATETIME | IE1 NULL | ||
DialerID | DialerID of the dialer where the outbound call was initiated. | DBINT | FK NULL | ||
DialingListID | Unique identifier from the dialing list (DL_<CampaignID>_<QueryRuleID>) table in the outbound database. If the attempt is a Personal Callback, then this unique identifier refers to the PersonalCallbackListID field in the Personal_Callback_List table in the outbound database. | DBINT | NULL | ||
DialingMode | Campaign mode the call was called. For field values, see Dialer Detail: DialingMode. | DBINT | NULL | ||
FirstName | First name of the contact | VARCHAR(50) | NULL | ||
FutureUseInt1 | For SIP Dialer only. The internal reference ID used to identify failure occurring at the Dialer. The possible values are: 50100 = TRANSFER VALIDATION FAILURE 50101 = TRANSFER DEVICE FAILURE 50102 = INVALID STATIC ROUTE 50103 = STATIC ROUTE PING FAILURE 50104 = TRANSFER TIMEOUT for VOICE call 50105 = TRANSFER TIMEOUT for Answering Machine Call 50106 = INVALID PROVISIONAL MSG 50107 = 100REL UNSUPPORTED | DBINT | NULL | ||
FutureUseInt2 | For SIP Dialer only. The value is the ISDN Q931 Disconnect Cause Code the SIP Dialer receives from gateway. | DBINT | NULL | ||
FutureUseInt3 - FutureUseInt8 | Reserved for future use. | DBINT | NULL | ||
FutureUseVarChar1 | For SIP Dialer only. The IP address for a gateway that makes an outbound call. In the deployment where the SIP Dialer connects to the SIP Proxy, the IP address is gateway that is selected to make the outbound call. | VARCHAR(64) | NULL | ||
FutureUseVarChar2-4 | Reserved for future use. | VARCHAR(64) | NULL | ||
IdleTime | Amount of time a record is stored at a dialer. | DBINT | NULL | ||
ImportRuleDateTime | The Unified ICM Central Controller date and time when the record was imported. | DBDATETIME | NULL | ||
InternalUse1 - InternalUse11 | Do not use these fields. | DBINT | NULL | ||
LastName | Last name of the contact | VARCHAR(50) | NULL | ||
MaxActiveGlitchTime | Maximum amount of time that signal is detected as active glitch (in mS). | DBINT | NULL | ||
MaxPostSpeechSilenceGlitchTime | Maximum amount of time that signal is detected as post speech silence glitch (in mS). | DBINT | NULL | ||
MaxZCRstdev | Maximum ZCR standard deviation during the tone determination. | DBINT | NULL | ||
NoiseThreshold | The calculated noise threshold during the period for computing the noise floor. | DBINT | NULL | ||
NumOfActiveGlitches | The total numbers of active glitches before a speech energy is detected, or during the CPAMaxTermToneAnalysis period. | DBINT | NULL | ||
NumOfPostSpeechSilenceGlitches | The total numbers of post speech silence glitches. | DBINT | NULL | ||
PeripheralCallKey | An identifier for the call that is provided by Unified CM and is unique to the Unified CM cluster. | DBINT | NULL | ||
PeripheralID | Peripheral ID for the peripheral that the Agent is associated with. | DBINT | FK NULL | ||
Phone | Phone number that was called. | VARCHAR(20) | NULL | ||
PhoneExt | Phone extension that was imported. | VARCHAR(8) | NULL | ||
PhoneID | The identifier of the phone that was dialed. This can be any of phones 1 to 10. This field should be NULL for both Personal Callback calls and Regular Callback calls. | DBINT | NULL | ||
PhoneIndex | Phone index in the campaign target sequence. This field should be NULL for both Personal Callback calls and Regular Callback calls. | DBINT | NULL | ||
PickupTime | The time period the first active voice energy is detected after the customer answered the call in milliseconds. | DBINT | NULL | ||
PortNumber | Reserved for future use | DBINT | NULL | ||
PreviewTime | The time that the Agent took to Accept, Skip, or Reject a customer call when the skill group is in preview mode and direct preview mode. | DBINT | NULL | ||
ProtocolID | Internal reference ID used to identify the component class (PBX/VRU/ACD). The possible values are:
| DBINT | NULL | ||
QueryRuleID | The query rule that the call was placed for. | DBINT | FK NULL | ||
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | Clustered Index, Not Null | ||
ReservationCallDuration | The call duration (in milliseconds) that agent was reserved. In preview mode, this includes the time of the last preview and the time for dialing, performing CPA, and transferring the customer call to the agent.
| DBINT | NULL | ||
RouterCallKey | A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. | DBINT | IE3 NULL | ||
RouterCallKeyDay | The day that the call was taken and the Dialer_Detail record was created. This field contains a value only for calls that were translation-routed or post-routed to or from an ACD. Together with RouterCallKey, the Day value forms a unique 64-bit key for the call. The Dialer might not have this information for all calls. If it does, you can track all states of a call between the Route_Call_Detail and the Dialer_Detail tables by using the cradle-to-grave call tracking facility. (For calls that span a day, the day may not correspond to the day specified in the DateTime field.) | DBINT | IE3 NULL | ||
SilencePeriod | Amount of time that the signal is silent after speech detection to declare a live speech (in mS). | DBINT | NULL | ||
SkillGroupSkillTargetID | Skill Group ID of the agent who handled the call. | DBINT | NULL | ||
TermToneDetectionTime | Amount of time that the answering machine terminating tone is detected after declaring answering machine detection (in mS). | 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 | NULL | ||
ValidSpeechTime | ValidSpeechTime: Amount of time that energy is active for declaring speech energy. | DBINT | NULL | ||
WrapupData | Wrap up data that the outbound agent entered. | VARCHAR(40) | NULL | ||
ZoneIndex | The zone that was active at the time that the attempt was made. This can be 0 or 1. This field should be NULL for both Personal Callback calls and Regular Callback calls. | DBSMALLINT | NULL |
Dialer_Half_Hour
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It gets populated on central and HDS databases. This table contains statistics produced by Blended Agent when a dialing list is executed. Each row provides half-hour statistics for a particular dialer.
Related Table
Dialer (via DialerID)
Table 165. Indexes for Dialer_Half_Hour Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Dialer_Half_Hour | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Dialer_Half_Hour | Nonclustered located on PRIMARY | DbDateTime |
XPKDialer_Half_Hour | Clustered, unique, primary key located on PRIMARY | DateTime, DialerID, TimeZone |
Note | The Dialer_Interval Table will be populate with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the PG. The Dialer_Half_Hour Table will not be populated with this data. |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonDetectToHalf | The number of calls made during the half hour interval that were abandoned. | DBINT | NULL |
AbandonToIVRToHalf | The number of calls in a half-hour period that had to be abandoned. However, instead of hanging-up on a customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AgentClosedDetectToHalf | The number of preview/callback calls in a half-hour period that were rejected by the agent (these customers will not be dialed). | DBINT | NULL |
AgentRejectedDetectToHalf | The number of preview/callback calls in a half-hour period that were rejected by the agent. | DBINT | NULL |
AllPortsBusyCountToHalf | Reserved for future use. | DBINT | NULL |
AnsweringMachineDetectToHalf | The number of calls made during the half hour interval in which an answering machines was detected. | DBINT | NULL |
BusyDetectToHalf | The number of calls in the half-hour period that detected a busy signal. | DBINT | NULL |
CallbackCountToHalf | The total number of records scheduled for a callback. | DBINT | NULL |
CancelledDetectToHalf | The number of calls in a half-hour period that were dropped while ringing the customer's telephone. | DBINT | NULL |
ContactsDialedToHalf | The number of contacts dialed during the half hour interval. | DBINT | NULL |
CustomerAbandonDetectToHalf | The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. | DBINT | NULL |
CustomerNotHomeCountToHalf | The number of calls that were answered by the wrong party; the customer was not home. | DBINT | NULL |
DateTime | The Central Controller date and time at the start of the half-hour 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 |
DialerID | The dialer to which these statistics refer. | DBINT | PK, FK NOT NULL |
DialingTimeToHalf | The total time all ports configured on the dialer spent dialing contacts during this half hour interval. This includes time spent in transfer and call progress detection. | DBINT | NULL |
FaxDetectToHalf | The number of calls in a half-hour period that detected a FAX machine. | DBINT | NULL |
FutureUseInt1 | This field is temporarily being used to report the number of reservation calls that this Dialer attempted during this half hour. | DBINT | NULL |
FutureUseInt2 | This field is temporarily being used to record the amount of time all dialer ports were busy during this half hour. The time is recorded in seconds. | DBINT | NULL |
FutureUseInt3 | Reserved for future use | DBINT | NULL |
FutureUseInt4 | Reserved for future use | DBINT | NULL |
FutureUseInt5 | Reserved for future use | DBINT | NULL |
IdlePortTimeToHalf | The total time all ports configured on the dialer spent idle during a 30 minute interval. | DBINT | NULL |
LowNoiseVolumeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. | DBINT | NULL |
NetworkAnsMachineDetectToHalf | The number of calls in a half-hour period that detected a network answering machine. | DBINT | NULL |
NoAnswerDetectToHalf | The number of calls made during the half hour interval which were not answered. | DBINT | NULL |
NoDialToneDetectToHalf | The number of calls in a half-hour period not receiving dial tone. | DBINT | NULL |
NoRingBackDetectToHalf | The number of calls in the current half hour period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call. | DBINT | NULL |
PersonalCallbackCountToHalf | The number of calls where the customer requested a personal callback. | DBINT | NULL |
RecoveryKey | A value used internally by the system software to track virtual time. | DBFLT8 | AK-1 NOT NULL |
ReservePortTimeToHalf | The total time all ports configured on the dialer spent reserving agents during the 30 minute interval. This may also include time in queue if the reservation script is using a queue node. | DBINT | NULL |
SITToneDetectToHalf | The number of calls made during the half-hour interval in which SIT tones were detected. | 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 |
VoiceDetectToHalf | The number of calls made during the half-hour interval in which a voice was detected. | DBINT | NULL |
WrongNumberCountToHalf | The number of calls where the customer phone number was incorrect (the customer did not live there). | DBINT | NULL |
Dialer_Interval
This section describes the Dialer Interval table.
Table 167. Fields in Dialer_Interval TableName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonDetect | The number of calls made during the reporting interval that were abandoned. | DBINT | NULL |
AbandonToIVR | The number of calls in a reporting interval period that had to be abandoned. However, instead of hanging-up on a customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AgentClosedDetect | The number of preview/callback calls in a reporting interval period that the agent rejected. (These customers are not dialed. | DBINT | NULL |
AgentRejectedDetect | The number of preview/callback calls in a reporting interval period that the agent rejected. | DBINT | NULL |
AllPortsBusyCount | Reserved for future use. | DBINT | NULL |
AllPortsBusyTime | Time (in seconds) when all ports were utilized, and some dialer operations were not attempted because of a lack of port resources. | DBINT | NULL |
AnsweringMachineDetect | The number of calls made during the reporting interval in which an answering machine was detected. | DBINT | NULL |
BusyDetect | The number of calls in the reporting interval period that detected a busy signal. | DBINT | NULL |
CallbackCount | The total number of records scheduled for a callback. | DBINT | NULL |
CancelledDetect | The number of calls in a reporting interval period that were dropped while ringing the customer's phone. | DBINT | NULL |
ContactsDialed | The number of contacts dialed during the reporting interval. | DBINT | NULL |
CustomerAbandonDetect | The number of calls in a reporting interval period that the customer abandonded after they picked up the phone. | DBINT | NULL |
CustomerNotHomeCount | The number of calls that the wrong party answered; the customer was not home. | DBINT | NULL |
DateTime | The Central Controller date and time at the start of the reporting interval. | DBSMALLDATE | PK1, 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 | IE1, NULL |
DialerID | The dialer to which these statistics refer. | DBINT | PK2, NOT NULL |
DialingTime | The total time all ports configured on the dialer spent dialing contacts during this reporting interval. This includes time spent in transfer and call progress detection. | DBINT | NULL |
FaxDetect | The number of calls in a reporting interval period that detected a FAX machine. | DBINT | NULL |
FutureUseInt3 | Reserved for future use. | DBINT | NULL |
FutureUseInt4 | Reserved for future use. | DBINT | NULL |
FutureUseInt5 | Reserved for future use. | DBINT | NULL |
IdlePortTime | The total time all ports configured on the dialer spent idle during a 30-minute interval. | DBINT | NULL |
LowNoiseVolume | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. | DBINT | NULL |
MaxDialerPorts | The maximum number of dialer ports used during a 30-minute interval on the dialer. | DBINT | NULL |
NetworkAnsMachineDetect | The number of calls in a reporting interval period that detected a network answering machine. | DBINT | NULL |
NoAnswerDetect | The number of calls made during the reporting interval which were not answered. | DBINT | NULL |
NoDialToneDetect | The number of calls in a reporting interval period not receiving dial tone. | DBINT | NULL |
NoRingBackDetect | The number of calls in the current reporting interval period that did not receive a ringback tone, that the carrier or the network disconnected while ringing, or that were flagged with a data error or a no-value call. | DBINT | NULL |
PersonalCallbackCount | The number of calls where the customer requested a personal callback. | DBINT | NULL |
RecoveryKey | A value used internally by the system software to track virtual time. | DBFLT8 | AK1, NOT NULL |
ReportingHalfHour | The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. | 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 only valid value is 30 (default). | DBINT | NULL |
ReservationCallAttempts | The number of times the dialer attempted to reserve agents during this interval. | DBINT | NULL |
ReservePortTime | The total time all ports configured on the dialer spent reserving agents during the 30-minute interval. This may also include time in queue if the reservation script is using a queue node. | DBINT | NULL |
SITToneDetect | The number of calls made during the reporting interval in which SIT tones were detected. | 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 | PK3, NOT NULL |
VoiceDetect | The number of calls made during the reporting interval in which a voice was detected. | DBINT | NULL |
WrongNumberCount | The number of calls where the customer phone number was incorrect. (The customer did not live there.) | DBINT | NULL |
Dialer_Port_Map
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to dialer ports. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Dialer_Port_Map records. The Primary Key (PK) is nonclustered.
Related Table
Dialer (via DialerID)
Table 168. Indexes for Dialer_Port_Map Tableindex_name | index_description | index_keys |
---|---|---|
XPKPort_Map | clustered, unique, primary key located on PRIMARY | DialerID, PortNumber |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DialerID | The dialer to which these statistics refer. | DBINT | PK, FK NOT 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
PortNumber | Identifies the particular dialer port on this dialer that matches the ACD port. | DBINT | PK NOT NULL |
Station | Identifies the ACD station and its mapping to a dialer port. | varchar(32) | NULL |
Dialer_Port_Real_Time
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Local database only.
Contains the current status of every telephone line for every dialer in Blended Agent. The Primary Key (PK) is nonclustered.
Related Tables
Dialer (via DialerID)
Campaign (via CampaignID)
Query_Rule (via QueryRuleID)
Table 170. Indexes for Dialer_Port_Real_Time Tableindex_name | index_description | index_keys |
---|---|---|
XPKDialer_Port_Real_Time | clustered, unique, primary key located on PRIMARY | DialerID, PortNumber |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AccountNumber | If the port is dialing, this value is the account number (if available) being dialed. | VNAME32 | NULL |
CampaignID | If the port is dialing, this value indicates the campaign from which the contact being dialed was retrieved. | DBINT | FK NULL |
DateTime | The Central Controller date and time at which each row was saved. | DBDATETIME | NOT NULL |
DialerID | The dialer to which these statistics refer. | DBINT | PK, FK NOT 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 |
PhoneNumber | If the port is dialing, this value is the phone number being dialed. | varchar(32) | NULL |
PortNumber | The dialer port (line) number within the current dialer. | DBINT | PK NOT NULL |
PortStatus | The current line status (for example, dialing, on-hook, off-hook). To see the list of values, see Port Status . | DBINT | NOT NULL |
QueryRuleID | If the port is dialing, this value identifies the query rule from which the contact being dialed was retrieved. | DBINT | FK NULL |
Dialer_Real_Time
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Local database only.
Contains statistics produced by Blended Agent when a dialing list is executed. Each row provides real-time statistics for a particular dialer.
The data in this table is reset nightly.
Related table
Dialer (via DialerID)
Table 172. Indexes for Dialer_Real_Time Tableindex_name | index_description | index_keys |
---|---|---|
XPKDialer_Log_Real_Time | clustered, unique, primary key located on PRIMARY | DialerID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonDetectToday | The number of calls abandoned by customers since midnight. | DBINT | NULL |
AbandonToIVRHalf | The number of calls in the current 30 minute period that had to be abandoned. However, there was not a hang-up. Instead, the call was transferred to an IVR that played a message to the customer. | DBINT | NULL |
AgentClosedDetectHalf | Number or preview/call-back calls that were rejected by the agent in the current 30 minute period. (These customers will not be dialed.) | DBINT | NULL |
AgentRejectedDetectHalf | Number or preview/call-back calls that were rejected by the agent in the current 30 minute period. | DBINT | NULL |
AllocatedPorts | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of ports configured now. | DBINT | NULL |
AllPortsBusyToday | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of times all ports were busy today. | DBINT | NULL |
AllPortsBusyToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of times all ports were busy during the last 30 minute interval. | DBINT | NULL |
AnsweringMachineDetectToday | The number of answering machines detected since midnight. | DBINT | NULL |
BusyDetectToday | The number of busy signals detected since midnight. | DBINT | NULL |
CallbackCount | The total number of records scheduled for a call-back. | DBINT | NULL |
CancelledDetectHalf | The number of calls in the current 30 minute period that were dropped while ringing the customer phone. | DBINT | NULL |
ContactsDialedToday | The number of attempted calls since midnight. | DBINT | NULL |
ContactsDialedToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a half-hour period. | DBINT | NULL |
CTI_Status | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the CTI connection. | Char(1) | NULL |
CustomerAbandonDetectHalf | In the current half-hour period, the number of calls that were abandoned by the customer after they picked up the phone | DBINT | NULL |
CustomerNotHomeCount | Number of calls in a 30 minute period that were abandoned by the customer after they picked up the phone. | DBINT | NULL |
CustomerPortTimeToday | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent dialing contacts today. This includes time spent in transfer and call progress detection. | DBINT | NULL |
CustomerPortTimeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent dialing contacts during the last 30 minutes. This includes time spent in transfer and call progress detection. | DBINT | NULL |
DateTime | The date and time this record was saved. | DBDATETIME | NOT NULL |
DialerID | The dialer to which these statistics refer. | DBINT | PK, FK NOT NULL |
DialerStatus | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the dialer as observed and reported by the Campaign Manager. | DBINT | NULL |
FaxDetectHalf | The number of calls in the current 30 minute period that detected a fax machine. | DBINT | NULL |
FutureUseInt1 | Reserved for future use. | DBINT | NULL |
FutureUseInt2 | Reserved for future use. | DBINT | NULL |
MaxDialerPortsNow | The maximum number of ports used at the current time on the dialer. | DBINT | NULL |
FutureUseInt3 | Reserved for future use. | DBINT | NULL |
FutureUseInt4 | Reserved for future use. | DBINT | NULL |
FutureUseInt5 | Reserved for future use. | DBINT | NULL |
IdlePortTimeToday | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent idle today. | DBINT | NULL |
IdlePortTimeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on this dialer spend idle during the last half hour. | DBINT | NULL |
MRStatus | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the Media Routing connection. | Char(1) | NULL |
NetworkAnsMachineDetectHalf | The number of calls in the current 30 minute period that detected a network answering machine. | DBINT | NULL |
NoAnswerDetectToday | The number of call attempts that were not answered since midnight. | DBINT | NULL |
NoDialToneDetectHalf | The number of calls in the current 30 minute period that did not receive dial tone. | DBINT | NULL |
NoRingBackDetectHalf | The number of calls in the current 30 minute period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call. | DBINT | NULL |
PersonalCallbackCount | The number of calls where the customer requested a personal call-back. | DBINT | NULL |
RegisteredPorts | The number of ports that are in a working state, meaning that they are fully registered. | DBINT | NULL |
ReservePortTimeToday | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent reserving agents today. | DBINT | NULL |
ReservePortTimeToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on this dialer spent reserving agents during the last half hour. | DBINT | NULL |
SITToneDetectToday | SIT tones detected since midnight. | DBINT | NULL |
SITToneDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network SIT tone. | DBINT | NULL |
VoiceDetectToday | The number of calls answered by people since midnight. | DBINT | NULL |
VoiceDetectToHalf | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of calls ending in an agent answering the call during the last half-hour. | DBINT | NULL |
WrongNumberCount | The number of calls where the phone number was incorrect (the customer did not live there). | DBINT | NULL |
Dialer_Skill_Group_Half_Hour
Note | THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. |
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It gets populated on central and HDS databases and provides historical reporting for campaigns running on a dialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces.
Related Tables
Dialer (via DialerID)
Skill_Group (via SkillGroupSkillTargetID)
Table 174. Indexes for Dialer_Skill_Group_Half_Hour Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Dialer_Skill_Group_Half_Hour | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Dialer_Skill_Group_Half_Hour | Nonclustered located on PRIMARY | DbDateTime |
XPKDialer_Skill_Group_Half_Hour | Clustered, unique primary key located on PRIMARY | DialerID, DateTime, SkillGroupSkillTargetID, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonDetectToHalf | The number of calls in a half-hour period where the dialer abandoned a customer call. | DBINT | NULL |
AbandonToIVRToHalf | The number of calls in a half-hour period that had to be abandoned. However, instead of hanging-up on a customer, the call was transferred to an IVR which played a message to the customer. | DBINT | NULL |
AgentClosedDetectToHalf | The number of preview/callback calls in a half-hour period that were closeded by the agent (these customers will not be dialed). | DBINT | NULL |
AgentPercentToHalf | Configured by the script editor, this is the percent of agents within the skill group that the dialer is allowed to reserve. | DBFLT4 | NULL |
AgentRejectedDetectToHalf | The number of preview/callback calls in a half-hour period that were rejected by the agent. | DBINT | NULL |
AnsweringMachineDetectToHalf | The number of calls in a half-hour period that detected an answering machine. | DBINT | NULL |
BusyDetectToHalf | The number of calls in a half-hour period that detected a busy signal. | DBINT | NULL |
CallbackCountToHalf | The total number of records scheduled for a callback. | DBINT | NULL |
CancelledDetectToHalf | The number of calls in a half-hour period where the dialer cancelled a ringing customer call. | DBINT | NULL |
ContactsAttemptedToHalf | The number of attempted calls within a half-hour period. | DBINT | NULL |
CustomerAbandonDetectToHalf | The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. | DBINT | NULL |
CustomerNotHomeCountToHalf | The number of calls that were answered by the wrong party; the customer was not home. | 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 database. | DBDATETIME | IE1-Indexed NULL |
DialerID | The unique identifier of the Dialer. | DBINT | PK, FK NOT NULL |
DialerSkillGroupEnabled | Indicates whether all of the necessary factors are in place to be dialing right now. (Y or N) This includes, but is not limited to, campaign activation and having available agents. | Char(1) | NULL |
DialerSkillGroupMode | Mode of the campaign for this dialer as set in script editor for this skill group. (N=None, P=Preview, R=Predictive/Progressive, A=Callback) | Char(1) | NULL |
DialerSkillGroupType | Type or direction of the campaign as set in the script editor for this skill group (N=None, I=Inbound, O=Outbound, B=Blended) | Char(1) | NULL |
FaxDetectToHalf | The number of calls in a half-hour period that detected a FAX machine. | DBINT | 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 |
LinesPerAgentToHalf | Number of lines being dialed per agent right now. | DBFLT4 | NULL |
LowNoiseVolumeToHalf | Number of calls where the voice energy was not significant enough to count. | DBINT | NULL |
NetworkAnsMachineDetectToHalf | The number of calls in a half-hour period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. | DBINT | NULL |
NoAnswerDetectToHalf | The number of calls in a half-hour period that were not answered. | DBINT | NULL |
NoDialToneDetectToHalf | The number of calls in a half-hour period that did not receive a dial tone. | DBINT | NULL |
NoRingBackDetectToHalf | The number of calls in a half-hour period that did not receive a ring back tone. | DBINT | NULL |
PersonalCallbackCountToHalf | The number of calls where the customer requested a personal callback. | DBINT | NULL |
RecoveryKey | The unique record identifier. | DBFLT8 | AK1 NOT NULL |
SITToneDetectToHalf | The number of calls in a half-hour period that detected a network SIT tone. | DBINT | NULL |
SkillGroupSkillTargetID | The unique identifier of the skill group. | 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 |
VoiceDetectToHalf | The total number of calls ending in an agent answering the call during the last half-hour. Outbound Option: The number of calls in a half-hour period that detected a live person. | DBINT | NULL |
WrongNumberCountToHalf | The number of calls where the customer's phone number was incorrect (the customer did not live there). | DBINT | NULL |
Dialer_Skill_Group_Real_Time
Note | THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. |
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Local database only.
Real time reporting for how campaigns are running on a dialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces.
Related Tables
Dialer (via DialerID)
Campaign (via CampaignID)
Skill Group (via SkillGroupSkillTargetID)
Table 176. Indexes for Dialer_Skill_Group_Real_Time Tableindex_name | index_description | index_keys |
---|---|---|
XPKDialer_Skill_Group_Real_Time | clustered, unique primary key located on PRIMARY | DialerID, SkillGroupSkillTargetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentPercent | Configured by the script editor, this is the percent of agents within this skill group that the dialer is allowed to reserve. | DBFLT4 | NULL |
AnsweredCountToday | Count of calls that were answered today. This includes calls where agent marked the calls as a Wrong Number or Not Home. | DBINT | NULL |
AnsweredCountTo5 | Count of calls that were answered to five. This includes calls where agent marked the calls as a Wrong Number or Not Home. | DBINT | NULL |
AnsweredCountToHalf | Count of calls that were answered to half. This includes calls where agent marked the calls as a Wrong Number or Not Home. | DBINT | NULL |
CallsAbandonedToday | Calls abandoned during this time period. | DBINT | NULL |
CallsAbandonedTo5 | Calls abandoned during this time period. | DBINT | NULL |
CallsAbandonedToHalf | Calls abandoned during this time period. | DBINT | NULL |
CallsAttemptedToday | Calls attempted during this time period. | DBINT | NULL |
CallsAttemptedTo5 | Calls attempted during this time period. | DBINT | NULL |
CallsAttemptedToHalf | Calls attempted during this time period. | DBINT | NULL |
CallsCancelledToday | Calls cancelled during this time period. | DBINT | NULL |
CallsCancelledTo5 | Calls cancelled during this time period. | DBINT | NULL |
CallsCancelledToHalf | Calls cancelled during this time period. | DBINT | NULL |
CampaignID | The unique identifier for the Campaign. | DBINT | FK NULL |
DateTime | The central controller date and time at the start of the interval. | DBDATETIME | NOT NULL |
DialerID | The unique identifier of the Dialer. | DBINT | PK, FK NOT NULL |
DialerSkillGroupEnabled | Indicates whether all of the necessary factors are in place to be dialing right now (Y or N). This includes, but is not limited to, campaign activation and having available agents. | Char(1) | NULL |
DialerSkillGroupMode | Mode of the campaign for this dialer as set in script editor for this skill group. (N=None, P=Preview, R=Predictive/Progressive, A=Callback) | Char(1) | NULL |
DialerSkillGroupType | Type or direction of the campaign as set in the script editor for this skill group (N=None, I=Inbound, O=Outbound, B=Blended) | Char(1) | NULL |
ErrorCountToday | Errors detected during this time period including no ringback, reorder, no dialer tone. | DBINT | NULL |
ErrorCountTo5 | Errors detected during this time period including no ringback, reorder, no dialer tone. | DBINT | NULL |
ErrorCountToHalf | Errors detected during this time period including no ringback, reorder, no dialer tone. | DBINT | 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 |
IdleRecords | Number of available records in the cache to dial right now. | DBINT | NULL |
LinesPerAgent | Number of lines being dialed per agent right now. | DBFLT4 | NULL |
SkillGroupSkillTargetID | The unique identifier of the Skill Group. | DBINT | PK, FK NOT NULL |
UsedRecords | Number of records being used for dialing right now. | DBINT | NULL |
VoiceCountToday | Customers contacted during this time period. | DBINT | NULL |
VoiceCountTo5 | Customers contacted during this time period. | DBINT | NULL |
VoiceCountToHalf | Customers contacted during this time period. | DBINT | NULL |
ECC_Payload
Each row contains information about the ECC_Payload. Use Unified ICM Configuration Manager to add, update, and delete ECC_Payload records.
Related Tables
ECC_Payload_Member (through ECCPayloadID)
index_name | index_description | index_keys |
---|---|---|
XPKECC_Payload | Primary key | ECCPayloadID |
XAK1ECC_Payload | Unique key | EnterpriseName |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ECCPayloadID | A unique identifier for this ECC payload | DBINT | PK, FK NOT NULL |
EnterpriseName | An enterprise name for the payload. This name must be unique among all enterprise routes within the business entity. | VNAME32 | AK NOT NULL |
Description | Additional information about the ECC payload | DESCRIPTION | NOT NULL |
SystemDefined | For future use | DBCHAR | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added or updated. | DBDATETIME | NOT NULL |
DepartmentID | For future use | DBINT | NULL |
ECC_Payload_Member
Each row contains information regarding the ECC_Payload_Member.
Related Tables
ECC_Payload (through ECCPayloadID)
index_name | index_description | index_keys |
---|---|---|
XPKECC_Payload_Member | Primary key | ECCPayloadID, ExpandedCallVariableID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ECCPayloadID | A unique identifier for this ECC payload | DBINT | PK, FK NOT NULL |
ExpandedCallVariableID | A unique identifier for the call variable. | DBSMALLINT | PK NOT NULL |
Enterprise_Route
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
Each row defines an enterprise-wide route composed of routes from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Route records. The Primary Key (PK) is nonclustered. The AlternateKey (AK) is clustered.
Related Tables
Business_Entity (via EntityID)
Enterprise_Route_Member (via EnterpriseRouteID)
Table 182. Indexes for Enterprise_Route Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Enterprise_Route | clustered, unique, unique key located on PRIMARY | EnterpriseName, EntityID |
XPKEnterprise_Route | nonclustered, unique, primary key located on PRIMARY | EnterpriseRouteID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the enterprise route. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for this enterprise route. This name must be unique among all enterprise routes within the business entity. | VNAME32 | AK-1 NOT NULL |
EnterpriseRouteID | Unique identifier for this enterprise route. | DBINT | PK NOT NULL |
EntityID | If partitioning is enabled, indicates the business entity to which this enterprise route belongs. | DBINT | AK-1, FK NOT NULL |
Enterprise_Route_Member
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
It maps routes to enterprise routes. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Route_Member records.
Related Table
Enterprise_Route (via EnterpriseRouteID)
Table 184. Indexes for Enterprise_Route_Member Tableindex_name | index_description | index_keys |
---|---|---|
XPKEnterprise_Route_Member | clustered, unique, primary key located on PRIMARY | EnterpriseRouteID, RouteID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
EnterpriseRouteID | Foreign key from the Enterprise_Route table. | DBINT | PK, FK NOT NULL |
RouteID | Foreign key from the Route table. | DBINT | PK, FK NOT NULL |
Enterprise_Service
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
Each row defines an enterprise-wide service composed of services from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Service records.
Related Tables
Business_Entity (via EntityID)
Enterprise_Service_Member (via EnterpriseServiceID)
Table 186. Indexes for Enterprise_Service Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Enterprise_Service | nonclustered, unique, unique key located on PRIMARY | EntityID, EnterpriseName |
XPKEnterprise_Service | clustered, unique, primary key located on PRIMARY | EnterpriseServiceID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the enterprise service. | DESCRIPTION | NULL |
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NULL |
EnterpriseName | An enterprise name for this enterprise service. This name must be unique among all enterprise services within the business entity. | VNAME32 | AK-1 NOT NULL |
EnterpriseServiceID | Unique identifier for this enterprise service. | DBINT | PK NOT NULL |
EntityID | If partitioning is enabled, indicates the business entity to which the enterprise service belongs. | DBINT | AK-1, FK NOT NULL |
Enterprise_Service_Member
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
It maps services to enterprise services. Use Unified ICM Configuration Manager to add or delete Enterprise_Service_Member records.
Related tables
Enterprise_Service (via EnterpriseServiceID)
Service (via SkillTargetID)
Table 188. Indexes for Enterprise_Service_Member Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Enterprise_Service_Member | nonclustered located on PRIMARY | SkillTargetID |
XPKEnterprise_Service_Members | clustered, unique, primary key located on PRIMARY | EnterpriseServiceID, SkillTargetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
EnterpriseServiceID | Foreign key from the Enterprise Service table. | DBINT | PK, FK NOT NULL |
SkillTargetID | Foreign Key from the Service table. | DBINT | PK, FK, IE-1 NOT NULL |
Enterprise_Skill_Group
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
Each row defines an enterprise-wide skill group composed of skill groups from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Skill_Group records.
Related Tables
Business_Entity (via EntityID)
Enterprise_Skill_Group_Member (via EnterpriseSkillGroupID)
Table 190. Indexes for Enterprise_Skill_Group Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Enterprise_Skill_Group | nonclustered, unique, unique key located on PRIMARY | EntityID, EnterpriseName |
XPKEnterprise_Skill_Group | clustered, unique, primary key located on PRIMARY | EnterpriseSkillGroupID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the enterprise skill group. | DESCRIPTION | NULL |
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NULL |
EnterpriseName | An enterprise name for this enterprise skill group. This name must be unique among all enterprise skill groups within the business entity. | VNAME32 | AK-1 NOT NULL |
EnterpriseSkillGroupID | Unique identifier for this enterprise skill group. | DBINT | PK NOT NULL |
EntityID | If partitioning is enabled, indicates the business entity to which the enterprise skill group belongs. | DBINT | AK-1, FK NOT NULL |
Enterprise_Skill_Group_Member
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
It maps skill groups to enterprise skill groups. Use Unified ICM Configuration Manager to add or delete Enterprise_Skill_Group_Member records
Related Tables
Enterprise_Skill_Group (via EnterpriseSkillGroupID)
Skill_Group (via SkillTargetID)
Table 192. Indexes for Enterprise_Skill_Group_Member Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Enterprise_Skill_Group_Mem | nonclustered located on PRIMARY | SkillTargetID |
XPKEnterprise_Skill_Members | clustered, unique, primary key located on PRIMARY | EnterpriseSkillGroupID, SkillTargetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
EnterpriseSkillGroupID | Foreign Key from the Enterprise Skill Group table. | DBINT | PK, FK NOT NULL |
SkillTargetID | Foreign Key from the Skill Group table. | DBINT | PK, FK, IE-1 NOT NULL |
Event
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Central database only.
Contains system events generated by the system software.
Table 194. Indexes for Event Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Event | nonclustered located on PRIMARY | CentralControllerFileTime |
XIE2Event | nonclustered located on PRIMARY | MessageId |
XPKEvent | clustered, unique, primary key located on PRIMARY | RecoveryKey |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BinData | Optional event binary data. | varbinary(max) | NULL |
Category | The type of message. | VNAME32 | NULL |
CentralControllerFileTime | File Time event was processed at the Central Controller. | DBDATETIME | IE-1 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 | A value used internally by the system software to track virtual time. | DBINT | NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
Severity | The level of the message. | varchar(16) | NULL |
Side | Side of event originator:
| 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. To see the list of values, see Event Fields. | DBSMALLINT | NOT NULL |
VersionNum | EMS version number. | DBSMALLINT | NOT NULL |
Expanded_Call_Variable
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row describes an expanded call variable. Use Unified ICM Configuration Manager to add, update, and delete Expanded_Call_Variable records.
Related tables
Route_Call_Variable (via ExpandedCallVariableID)
Termination_Call_Variable (via ExpandedCallVariableID)
Table 196. Indexes forExpanded_Call_Variable Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Expanded_Call_Variable | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKExpanded_Call_Variable | clustered, unique, primary key located on PRIMARY | ExpandedCallVariableID |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL | ||
Description | Additional information about the call variable. | DESCRIPTION | NULL | ||
ECCArray | Indicates whether the call variable is an array:
| DBCHAR | NOT NULL | ||
Enabled | Indicates whether the call variable is currently enabled:
| DBCHAR | NOT NULL | ||
EnterpriseName | An enterprise name for this call variable. This name must be unique among all expanded call variables within the business entity. | VNAME32 | AK-1 NOT NULL | ||
ExpandedCallVariableID | A unique identifier for the call variable. | DBSMALLINT | PK NOT NULL | ||
GeoTelProvided | Indicates whether the call variable is provided by Cisco:
| DBCHAR | NOT NULL | ||
MaximumArraySize | If the call variable is an array, the maximum number of elements in the array: 1 to 255. | DBINT | NULL | ||
MaximumLength | The maximum length of the call variable value: 1 to 210. | DBINT | NOT NULL | ||
Persistent | Y or N. Default is N. Specifies whether or not each individual ECC variable is persistent (is written to the historical database with the TCD or RCD record). The 'Persistent' value is configurable using the Expanded Call Context Variable list tool. For newly-added ECC variables, the checkbox for the Peristent value is unchecked; that is, the default value is 'N'. To change the value to 'Y', check this box in the configuration tool. In an upgrade, pre-existing ECC variables, which were previously persistent by default, are not changed; they remain 'Y'. You may reconfigure them to 'N'
| DBCHAR | NOT NULL |
Feature_Control_Set
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
It contains information about the different feature sets that may be used by different users.
Note | The Feature Control Set List tool is not available on a limited AW. |
Use Unified ICM Configuration Manager to add, update, and delete Feature_Control_Set records.
Related tables
User_Group (via FeatureSetID)
Customer_Definition (via FeatureSetID)
Table 198. Indexes for Feature_Control_Set Tableindex_name | index_description | index_keys |
---|---|---|
XAKFeature_Control_Set | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKFeature_Control_Set | clustered, unique, primary key located on PRIMARY | FeatureSetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | This value is incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DateTimeStamp | NULL |
Description | A description of the feature set. | DESCRIPTION | NULL |
EnterpriseName | A unique name among all feature sets in the enterprise. | VNAME32 | AK NOT NULL |
FeatureSetData | Contains all the information about the feature set. | varbinary(max) | NULL |
FeatureSetID | A unique identifier for this feature set. | DBINT | PK NOT NULL |
ICR_Globals
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Contains a single record containing general information about the Unified ICM configuration. You can use Unified ICM Configuration Manager to modify some fields of the ICR_Globals records.
Related Tables
Call_Type(DefaultCallTypeID maps to Call_Type.CallTypeID)
Network_Vru (DefaultNetworkTargetID maps to Network_VRU.NetworkTargetID)
Table 200. Fields in ICR_Globals TableName | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AnalyzerIntegrated | Reserved for future use. | DBCHAR | NULL | ||
BucketIntervalID | The ID for the entry in the Bucket_Interval Table used for all CallTypes as the default Bucket Intervals. The default value is 1. This fields applies for Call type, Skill Group and Precision Queues. | DBINT | FK NOT NULL | ||
CCDomainName | The name of the NT domain that contains the Central Controller. | VARCHAR(190) | NOT NULL | ||
CLIDMaskingDigitsToMask | The number of digits of CLID to mask. | DBINT | NULL | ||
CLIDMaskingEnable | Valid options are:
| DBCHAR | NOT NULL | ||
CLIDMaskingMaskCharacter | The character to use when masking digits. | varchar(1) | NULL | ||
CLIDMaskingRemoveDigits | Valid options are:
| DBCHAR | NULL | ||
CallTypeAbandonCallWaitTime | The minimum time in seconds an incoming call must be in process (in queue, listening to announcements, answering prompts) before being considered an abandoned call if the caller hangs up. The default value is 5. | DBSMALLINT | NULL | ||
CallTypeServiceLevelThreshold | The time in seconds to be used as the service level threshold. The default value is 20. | DBINT | NULL | ||
CallTypeServiceLevelType | Default value that indicates how the system software calculates the service level (that is, how it handles abandoned calls in CallTypeServiceLevelType calculating the service level). The default value is 1 - Ignoreabandoned calls. | DBSMALLINT | NULL | ||
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
CompanyName | Name of the customer. | varchar(32) | NULL | ||
CompatibleECCPayloadRules | Reserved for future use. | DBCHAR | NOT NULL | ||
CVPCxSurveyAppName | Default CVP Survey App Name Reserved for future use. | Varchar(32) | NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
DefaultCallTypeID | Identifies a general default call type. This default is used if a call does not map to a specific call type and no default call type is defined for the associated routing client. | DBINT | FK NULL | ||
DefaultNetworkTargetID | Identifies the default network VRU to use for a customer that has no network VRU defined or for a dialed number that is not associated with a customer. | DBINT | FK NULL | ||
EnableExpandedCallContext | Indicates whether expanded call context is enabled for the Unified ICM. Valid options are:
| DBCHAR | NOT NULL | ||
EnableHHThrottle | Enable/Disable PG to CC HH Throttling. The default value is Y. | DBCHAR | NOT NULL | ||
ExternalAuthentication | Enables the use of an external authenticator with the Configuration Management Service (CMS) for the LoginName in the Person table. Valid options are:
| DBCHAR | NOT NULL | ||
ExternalScriptValidation | Name of external DLL to be used for script validation. | Varchar (255) | NULL | ||
HistoricalReportingInterval | The value indicates router to calculate Call Type and Call Type Skill Group data for that interval. Default: 30. | DBINT | NOT NULL | ||
ICRType | Valid options include:
| DBINT | NOT NULL | ||
IPCCDeploymentType | Which of the allowed Unified CCE "simplified" deployment options the user has selected in the web-based config "Deployment Wizard". | DBINT | NULL | ||
IPCCDeploymentState | The state of the Unified CCE deployment as known by the web-based config "Deployment Wizard." Values
| DBINT | NOT NULL | ||
KeepNScriptVersions | Maximum number of script versions to retain for each master script. If the value is 0, all versions are retained. | DBSMALLINT | NOT NULL | ||
LoginCaseUnique | Specifies whether or not LoginNames in the Person table are case-sensitive. Valid options are:
| DBCHAR | NOT NULL | ||
MaxCorrelationNumber | The maximum value to be used as a correlation value for calls sent to a network VRU. | DBINT | NULL | ||
MaxPartitions | The maximum number of partitions that can be configured for the system if partitioning is enabled. | DBINT | NOT NULL | ||
MinCorrelationNumber | The minimum value to be used as a correlation value for calls sent to a network VRU. | DBINT | NULL | ||
MinPasswordLength | Specifies a minimum password length for a Person. | DBINT | NOT NULL | ||
MinScriptSchedTime | The shortest interval, in seconds, at which an administrative script can be scheduled. | DBINT | NOT NULL | ||
PQAgentOrdering | For future use. | DBINT | NULL | ||
PQServiceLevelThreshold | For future use. | DBINT | NULL | ||
PQServiceLevelType | For future use. | DBSMALLINT | NULL | ||
PartitioningIndicator | Indicates whether or not partitioning is enabled. Valid options are:
| DBCHAR | NULL | ||
PasswordType | Indicates if every component on the system can handle encoded passwords (PGs, 3rd Party applications, and so forth)
The default is 1. | DBSMALLINT | NOT NULL | ||
SSOEnabled | Indicates whether SSO is enabled:
| DBSMALLINT | NOT NULL |
ICR_Instance
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row defines an Unified ICM instance. For a Network Applications Manager (NAM), you should configure an instance for each associated Customer ICM. Use Unified ICM Configuration Manager to create, update, or delete an Unified ICM instance.
Related Tables
Application_Gateway (via ICRInstanceID)
Customer_Definition (via ICRInstanceID)
ICR_Node (via ICRInstanceID)
Table 201. Indexes for ICR_Instance Tableindex_name | index_description | index_keys |
---|---|---|
XAK1ICR_Instance | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1ICR_Instance | nonclustered located on PRIMARY | NetworkICRInstanceID |
XPKICR_Instance | clustered, unique,primary key located on PRIMARY | ICRInstanceID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Any additional information about the instance. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the instance. This name must be unique for all Unified ICM instances in the enterprise. | VNAME32 | AK-1 NOT NULL |
ICRInstanceID | A unique identifier for the instance. | DBINT | PK NOT NULL |
LastUpdateKey | Key value this instance received from the NAM with the last configuration update. | DBBIGINT | NULL |
NetworkICRInstanceID | The Network Unified ICM instance, if any, associated with the instance. | DBINT | FK, IE-1 NULL |
Number | The number the identifies the instance in Web Setup. | DBINT | NOT NULL |
Type | Indicates whether the instance is Network ICM or a Customer ICM. | DBSMALLINT | NOT NULL |
ICR_Locks
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Contains information about system locks currently held by users.
Table 203. Indexes for ICR_Locks Tableindex_name | index_description | index_keys |
---|---|---|
XPKICR_Locks | clustered, unique, primary key located on PRIMARY | LockType, LockID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DataFld | Additional information the system software maintains for the lock. | varchar(255) | NULL |
DateTime | The date and time at which the lock was obtained. | DBDATETIME | NOT NULL |
LockID | Identifies the object that is locked. For example, for a Script lock, LockID holds the ScriptID value. | DBINT | PK NOT NULL |
LockName | The name of the object that is locked. For example, for a Script lock, LockName holds the name of the script. | DESCRIPTION | NOT NULL |
LockType | The type of the lock. To see values, see ICR Locks Fields. | DBINT | PK NOT NULL |
ReleaseOnSend | Indicates whether the system software should automatically release the lock when the associated data are saved to the system database. | DBINT | NOT NULL |
SystemName | The system from which the user obtained the lock. | VNAME32 | NOT NULL |
UserName | The name of the user who holds the lock. | varchar(64) | NOT NULL |
ICR_Node
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row represents a real- time distributor associated with an Unified ICM instance. On a Network ICM, you must configure the distributors associated with each Customer ICM. The Network ICM needs this information to forward certain configuration changes. Use Unified ICM Configuration Manager to create, modify, or delete an Unified ICM node.
Related Table
ICR_Instance(via ICRInstanceID)
Table 205. Indexes for ICR_Node Tableindex_name | index_description | index_keys |
---|---|---|
XAK1ICR_Node | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1ICR_Node | nonclustered located on PRIMARY | ICRInstanceID |
XPKICR_Node | clustered, unique, primary key located on PRIMARY | ICRNodeID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ConfigParam | Parameters to be passed to the node at initialization. | varchar(255) | NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the node. | DESCRIPTION | NULL |
DomainName | The name of the NT domain that contains the node. | varchar(64) | NOT NULL |
EnterpriseName | An enterprise name for the node. This name must be unique for all nodes in the enterprise. | VNAME32 | AK-1 NOT NULL |
ICRInstanceID | The Unified ICM instance associated with the node. | DBINT | FK, IE-1 NOT NULL |
ICRNodeID | A unique identifier for the node. | DBINT | PK NOT NULL |
SystemName | The host name of the machine on which the node runs. | VNAME32 | NOT NULL |
Type | The type of node:
| DBSMALLINT | NOT NULL |
ICR_View
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Each ICR_View describes how the system software interprets the data imported for a schedule. The individual columns within the view are described in associated View_Column rows.
Related Table
Schedule (via ICRViewID)
View_Column (via ICRViewID)
Table 207. Indexes for ICR_View Tableindex_name | index_description | index_keys |
---|---|---|
XAK1ICR_View | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKICR_View | clustered, unique, primary key located on PRIMARY | ICRViewID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BaseTableName | The name of the table in the system from which it is imported. | VNAME32 | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the view. | DESCRIPTION | NULL |
EnterpriseName | A unique name for the view. | VNAME32 | AK-1 NOT NULL |
ICRViewID | A unique identifier for the view. | DBINT | PK NOT NULL |
ReadBaseTable | Indicates whether fields in the Schedule Import table can be read directly rather than through a view. Valid options are:
| DBCHAR | NOT NULL |
ViewName | The name of the view. | VNAME32 | NOT NULL |
ViewType | The type of view. | DBINT | NOT NULL |
Ids
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Indicates whether a specific object type supports row-level security. For those object types that do support row-level security, the Ids table contains one row for each object of that type.
Related Tables
Object_List (via ObjectType)
Object_Security (via ObjectType + ObjectID)
User_Security_Control (via ObjectType + ObjectID)
Table 209. Indexes for IDs Tableindex_name | index_description | index_keys |
---|---|---|
XPKIds | clustered, unique, primary key located on PRIMARY | ObjectType, ObjectID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ObjectID | Identifies a specific object for which row-level security is supported. If the object type does not support row-level security, this value is 0. | DBINT | PK NOT NULL |
ObjectType | Identifies the object type. | DBINT | PK, FK NOT NULL |
ParentObjectID | Identifies the object's parent. A value of 0 indicates that the object has no parent. | DBINT | NOT NULL |
ParentObjectType | Identifies the object type of the object's parent. For example, a peripheral is a parent to its trunk groups. A value of 0 indicates that the object has no parent. | DBINT | NOT NULL |
Import_Log
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
It gets populated on central and HDS databases. This table contains information about schedule import operations that have been performed. The system software automatically creates an Import_Log row each time it imports schedule information. The Primary Key (PK) is nonclustered.
Related Table
Schedule (via ScheduleID)
Table 211. Indexes for Import_Log Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Import_Log | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKImport_Log | Clustered, unique, primary key located on PRIMARY | DateTime, ScheduleID, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DateTime | The date and time when the row was generated. | DBDATETIME | PK NOT NULL |
LogOperation | The operation that was logged; for example Import or Edit. | VNAME32 | NOT NULL |
Message | Indicates 'Success' or describes an error. | DESCRIPTION | NOT NULL |
RecoveryKey | A value used internally by the system software to track virtual time. | DBFLT8 | AK-1 NOT NULL |
RowsCopied | The number of rows imported or modified. | DBINT | NOT NULL |
ScheduleID | Identifies the schedule affected. | 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 |
WorkstationName | The workstation from which data was imported. | VNAME32 | NOT NULL |
Import_Rule
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Contains a list of all the import rules and their associated import lists. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule records.
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Related Tables
Query_Rule (via ImportRuleID)
Import_Rule_Clause (via ImportRuleID)
Import_Rule_History (via ImportRuleID)
Import_Rule_Real_Time (via ImportRuleID)
Table 213. Indexes for Import_Rule Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Import_Rule | nonclustered, unique, unique key located on PRIMARY | ImportRuleName |
XPKImport_Rule | clustered, unique, primary key located on PRIMARY | ImportRuleID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
APIGenerated | Identifies whether this import rule was created using the Outbound API:
| DBCHAR | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ContactTableName | The name of the contact table into which this file is to be imported. | varchar(64) | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DayOfMonth | The day of the month to run this import. Only used when MonthlyEnabled is set to Y. | DBINT | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
DelimiterType | Indicates whether file is fixed format, comma delimited, or pipe delimited.
| DBCHAR | NOT NULL |
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NULL |
Enabled | A flag that indicates whether this import should be run at the scheduled time:
| DBCHAR | NOT NULL |
FilePath | The directory where the file to be imported is stored. UNC naming convention. | varchar(255) | NULL |
FilePollingEnabled | Valid options include:
| DBCHAR | NOT NULL |
FridayEnabled | Flag that indicates if this import should be performed every Friday:
| DBCHAR | NOT 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
ImportRuleID | A unique identifier for this import rule. | DBINT | PK NOT NULL |
ImportRuleName | The customer-entered name for this import rule. | VNAME32 | AK-1 NOT NULL |
ImportType | Indicates if this is a Contact Import or a Do-Not-Call import:
| DBINT | NOT NULL |
MondayEnabled | Flag that indicates if this import should be performed every Monday:
| DBCHAR | NOT NULL |
MonthlyEnabled | If enabled, this import schedule will run based on the day of the month instead of the current week day:
| DBCHAR | NOT NULL |
OverwriteEnabled | Indicates whether a contact table that already exists should be overwritten:
| DBCHAR | NOT NULL |
RenameEnabled | Valid options include:
| DBCHAR | NOT NULL |
RenameMaxVersions | The number of import tile versions that are maintained. After an import file is imported, its name can be appended with a .001 through .nnn. | DBSMALLINT | NOT NULL |
SPPostImportEnabled | Not in use. | ||
SPPreImportEnabled | Not in use. | ||
SaturdayEnabled | Flag that indicates if this import should be performed every Saturday:
| DBCHAR | NOT NULL |
ScheduleStartHours | The hour at which the import should start. Hours are in 24-hour format and are based on Central Controller time. | DBINT | NOT NULL |
ScheduleStartMinutes | The minute at which the import should start, based on Central Controller time. | DBINT | NOT NULL |
SundayEnabled | Flag that indicates if this import should be performed every Sunday:
| DBCHAR | NOT NULL |
ThursdayEnabled | Flag that indicates if this import should be performed every Thursday:
| DBCHAR | NOT NULL |
TuesdayEnabled | Flag that indicates if this import should be performed every Tuesday:
| DBCHAR | NOT NULL |
WednesdayEnabled | Flag that indicates if this import should be performed every Wednesday:
| DBCHAR | NOT NULL |
Import_Rule_Clause
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Defines the portions of an import list to be imported by the Blended Agent Import Rule process. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule_Clause records.
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Related Table
Import_Rule (via ImportRuleID)
Table 215. Indexes for Import_Rule_Clause Tableindex_name | index_description | index_keys |
---|---|---|
XPKImport_Rule_Clause | clustered, unique, primary key located on PRIMARY | ImportRuleID, SequenceNumber |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DecimalPlaces | Indicates how many positions after the decimal point. | DBINT | NOT NULL |
FieldName | The name of the column within the contact table into which the corresponding field within the import file will be inserted. | varchar(64) | NOT 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
ImportRuleID | The import rule to which this clause belongs. | DBINT | PK, FK NOT NULLNULL |
IndexColumnEnabled | Valid options include:
| DBCHAR | NOT NULL |
Length | The length of the column. | DBINT | NOT NULL |
NullEnabled | Valid options include:
| DBCHAR | NOT NULL |
SequenceNumber | The index for clauses within a given import rule. | DBINT | PK NOT NULL |
StandardColumnType | The name of a Blended Agent standard column to which this field will default. | DBINT | NULL |
Type | The data type of the column. | DBINT | NOT NULL |
Import_Rule_History
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
It gets populated on central and HDS databases. This table contains the history of every Blended Agent import and shows how many records have succeeded and failed.
Related Table
Import_Rule (via ImportRuleID)
Table 217. Indexes for Import_Rule_History Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Import_Rule_History | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKImport_Rule_History | Clustered, unique, primary key located on PRIMARY | StartDateTime, ImportRuleID, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BadRecords | The number of records that had errors while importing. | DBINT | NOT NULL |
EndDateTime | The date and time when the import was finished. | DBDATETIME | NOT NULL |
GoodRecords | The number of records successfully imported so far. | DBINT | NOT NULL |
ListImportType | 0 = Append, 1 = Overwrite | DBINT | NULL |
ImportType | 1 = Contact List, 2 = Do Not Call List | DBINT | NULL |
FutureUseInt3 | Reserved for future use | DBINT | NULL |
FutureUseInt4 | Reserved for future use | DBINT | NULL |
FutureUseInt5 | Reserved for future use | DBINT | NULL |
ImportedToDialingListCount | Number of records which were imported to DialingLists. This number may be larger than the number of records in the import if this import list is associated with more than one campaign query rule. | DBINT | NULL |
ImportRuleID | The current active import. | DBINT | PK, FK NOT NULL |
RecoveryKey | A value used internally by the system software to track virtual time. | DBFLT8 | AK-1 NOT NULL |
StartDateTime | The date and time when the import was started. | DBDATETIME | 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 |
TotalRecords | The total number of records contained in the import file. | DBINT | NOT NULL |
UnmatchedRegionPrefixCount | Number of records which did not match any of the existing region prefixes, thus getting the default campaign time zone. | DBINT | NULL |
Import_Rule_Real_Time
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Local database only.
Contains the name and current status of the import list that is currently being generated by the Blended Agent Import Rule process.
Related Table
Import_Rule (via ImportRuleID)
Table 219. Indexes for Import_Rule_Real_Time Tableindex_name | index_description | index_keys |
---|---|---|
XPKImport_Rule_Real_Time | clustered, unique, primary key located on PRIMARY | ImportRuleID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BadRecords | The number of records that had errors while being imported. (Note: A new-line character with a space character can result in a bad record. For example, if you enter 10 customer records into a text file and then press the Enter key after the 10th record, an 11th "bad record" is created by this process.) | DBINT | NULL |
DateTime | The date and time when the import was changed. | DBDATETIME | NOT NULL |
DateTimeStart | The date and time at which this import was started. | 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 |
GoodRecords | The number of records successfully imported so far. | DBINT | NULL |
ImportRuleID | The current active import. | DBINT | PK, FK NOT NULL |
Status | The real-time import status: 380, Import Begin; 385, Import Update; 420, Import End; 430, DNC Begin; 450 DNC End. | DBINT | NULL |
TotalRecords | A count of all records within an import file. | DBINT | NULL |
Import_Schedule
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Defines a command that the system software executes periodically to import data into a schedule. Use the Workforce Management Integration System to schedule import operations.
Related Tables
Schedule (via ScheduleID)
Table 221. Indexes for Import_Schedule Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Import_Schedule | nonclustered located on PRIMARY | ScheduleID |
XPKImport_Schedule | clustered, unique, primary key located on PRIMARY | ImportScheduleID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AtCommand | The command the system software executes to import the data. | varchar(255) | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the schedule import. | DESCRIPTION | NULL |
ImportScheduleID | A unique identifier for the Import Schedule record. | DBINT | PK NOT NULL |
ScheduleID | Identifies the Schedule for which the data is imported. | DBINT | FK NOT NULL |
WorkstationName | The host name of the workstation from which the system software imports schedule data. | VNAME32 | NOT NULL |
Label
This table is in the Route category (see Route). To see database rules for these tables, see Device.
Defines the label that is sent to the routing client for each Network Target value. Use the Unified ICM Configuration Manager to add, update, and delete Label records.
Related Tables
Customer_Definition (via CustomerDefinitionID)
Dialed_Number (via LabelID)
Dialed_Number_Label(via LabelID)
Network_Target(via NetworkTargetID)
Network_Vru (via LabelID)
Routing_Client (via RoutingClientID)
Table 223. Indexes for Label Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Label | nonclustered, unique, unique key located on PRIMARY | RoutingClientID, Label |
XIE1Label | nonclustered located on PRIMARY | CustomerDefinitionID |
XPKLabel | clustered, unique, primary key located on PRIMARY | LabelID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CustomerDefinitionID | Identifies the customer associated with the label. | DBINT | FK, IE-1 NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the label. | DESCRIPTION | NULL |
ICRInstanceID | For network VRU labels with multiple NAMs, this field contains a foreign key to identify the Network Applications Manager (NAM) instance for which the label is valid. | DBINT | FK NULL |
Label | The label to be returned to the routing client. | VNAME32 | AK-1 NOT NULL |
LabelID | Unique identifier for this label. | DBINT | PK NOT NULL |
LabelType | The type of the label. For the list of values, see LabelType Fields. | DBSMALLINT | NOT NULL |
NetworkTargetID | Foreign key from the Network Target table. Each label maps to one and only one network target. | DBINT | FK NULL |
RoutingClientID | Identifies the routing client that can receive this label. | DBSMALLINT | AK-1, FK NOT NULL |
Logger_Admin
This table is in the System category (see System). To see database rules for these tables, see System Tables.
It gets populated on central and HDS databases. This table contains one record of information for each administrative task the system software applies to the central database. Specifically, this table tracks Purges and Update Statistics operations. These operations are run automatically as scheduled jobs.
Table 225. Indexes for Logger_Admin Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Logger_Admin | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Logger_Admin | Nonclustered located on PRIMARY | TableName, ScheduledAt, FunctionName |
XIE2Logger_Admin | Nonclustered located on PRIMARY | DateTime |
XPKLogger_Admin | Clustered, unique, primary key located on PRIMARY | RecoveryKey |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DateTime | The date and time at which the scheduled job was submitted. | DBDATETIME | IE-2 NOT NULL |
EndTime | Time at which the operation completed. | DBDATETIME | NULL |
FromRecoveryKey | For a Purge operation, the recovery key of the earliest record purged. | DBFLT8 | NULL |
FunctionName | The operation performed; for example, Purge. | VNAME32 | IE-1 NOT NULL |
RecoveryKey | A value used internally by the system software to track the time that the record is created. | DBFLT8 | PK, AK-1 NOT NULL |
Retain | For a Purge operation, the number of days records are retained. Records older than this are deleted in the Purge. | DBINT | NULL |
RowsPurged | For a purge operation, the number of rows purged. | DBINT | NULL |
ScheduledAt | Date and time the scheduled job was executed. | DBDATETIME | IE-1 NOT NULL |
StartTime | Time at which the operation started. | DBDATETIME | NULL |
TableName | The name of the database table on which the operation was performed. | VNAME32 | IE-1 NOT NULL |
ToRecoveryKey | For a Purge operation, the recovery key of the most recent record purged. | DBFLT8 | NULL |
Logger_Meters
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Central database only.
Contains performance information about the Logger process. The Logger process on the Central Controller creates a new Logger Meters row in the central database every five minutes.
Table 227. Indexes for Logger_Meters Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Logger_Meters | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKLogger_Meters | clustered, unique, primary key located on PRIMARY | DateTime, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ConfigMessagesTo5 | The number of configuration changes written during the five-minute interval. | DBINT | NOT NULL |
DataMessagesTo5 | Number of data messages received in the five-minute interval. | DBINT | NOT NULL |
DataPagesAllocated | Number of data pages allocated. | DBFLT8 | NOT NULL |
DataPagesUsed | Number of data pages used. | DBFLT8 | NOT NULL |
DateTime | Record timestamp (unique). | DBSMALLDATE | PK NOT NULL |
EMSMessagesTo5 | Number of EMS messages received in the five-minute interval. | DBINT | NOT NULL |
FiveMinuteHistoryTo5 | Total number of five-minute records written during the five-minute interval. | DBINT | NOT NULL |
HalfHourHistoryTo5 | Total number of half-hour records written during the five-minute interval. | DBINT | NOT NULL |
LogPagesAllocated | Number of log pages allocated. | DBFLT8 | NOT NULL |
LogPagesUsed | Number of log pages used. | DBFLT8 | NULL |
MDSMessagesTo5 | Number of MDS messages received in the five-minute interval. | DBINT | NOT NULL |
MessageTimeTo5 | Time spent processing messages in the five-minute interval, in milliseconds. | DBINT | NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
RouteCallDetailTo5 | Number of Route Call Detail rows written during the five-minute interval. | DBINT | NOT NULL |
TerminationCallDetailTo5 | Number of Termination Call Detail rows written during the five-minute interval. | DBINT | 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 |
Logger_Type
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Identifies the Logger type (that is, standard, Customer ICM (CICM), or Network Applications Manager (NAM)).
Table 229. Fields in Logger_Type TableName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
LoggerType | The type of Logger:
| DBINT | NOT NULL |
Logical_Interface_Controller
This table is in the Device category (see Device). For database rules, see Device Tables.
Each row corresponds to a (possibly duplexed) Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table. Use Unified ICM Configuration Manager to add, update, and delete Logical_Interface_Controller records.
Related Tables
Network_Trunk_Group (via LogicalControllerID)
Peripheral (via LogicalControllerID)
Physical_Interface_Controller (via LogicalControllerID)
Routing_Client(via LogicalControllerID)
Service_Array (via LogicalControllerID)
Translation_Route (via LogicalControllerID)
Table 230. Indexes for Logical_Interface_Controller Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Logical_Interface_Controll | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKLogical_Interface_Controlle | clustered, unique, primary key located on PRIMARY | LogicalControllerID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ACDTimeEnabled | Indicate pg to generate all peripheral related historical data based on the ACD time. Default: 'N' | DBCHAR | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ClientType | The type of client the controller provides the interface for. | DBSMALLINT | NOT NULL |
ConfigParam | String containing information, such as logon information, specific to the interface controller device. For example: -rtuser UserName -rtpswd Password | varchar(255) | NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the controller. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the controller. This name must be unique for all logical controllers in the enterprise. | VNAME32 | AK-1 NOT NULL |
HistoricalReportingInterval | The value indicates PG to calculate historical data at that interval. Default: 30 | DBINT | YES |
LogicalControllerID | Unique identifier for this logical controller. | DBSMALLINT | PK NOT NULL |
LogicalControllerType | The Interface Controller type:
| DBSMALLINT | NOT NULL |
PrimaryCtiAddress | The address for CTI Server as IP:port (either in dotted-numeric or name format). | varchar(32) | NULL |
SecondaryCtiAddress | The address for the backup CTI Server as IP:port (either in dotted-numeric or name format) | varchar(32) | NULL |
Location
Note | This section is applicable only for Packaged CCE feature. |
Each record in this table represents a location.
Related Tables
Location_Member (through LocationID)
index_name | index_description | index_keys |
---|---|---|
XPKLocation | Primary key | LocationID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
LocationID | Unique identifier of this location. | DBINT | PK NOT NULL |
LocationName | Name of the location. This value need not be unique since location information are fetched from multiple Unified CM clusters and location names can be duplicated across clusters. | VARCHAR(64) | NOT NULL |
Description | Extra information about the location. | DESCRIPTION | NULL |
UCMPrimaryKey | Primary Key ID of the location that is fetched from the Unified CM. | VARCHAR(128) | NOT NULL |
LocationCode | Location code which can be used as (prefix or suffix) for Routing Pattern. | VARCHAR(16) | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Location_Member
Note | This section is applicable only for Packaged CCE feature. |
This table contains a set of associations between machine hosts and locations. Depending on the context the machine host may refer to a remote site or it may refer to a peripheral/device (gateway) that is a part of the peripheral set.
Related Tables
Location (through LocationID)
Machine_Host (through MachineHostID)
index_name | index_description | index_keys |
---|---|---|
XPKLocation_Member | Primary key | LocationID, SequenceNumber |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
LocationID | Location to which the Machine_Host record is associated. | DBINT | PK, FK NOT NULL |
SequenceNumber | Incremented for every unique Location and Machine Host. | DBINT | PK NOT NULL |
MachineHostID | Depending on the MachineType value, MachineHostID may refer to one of the following:
| DBINT | FK NULL |
MachineType | Type to indicate whether MachineHostID refers to a remote site or device. | DBINT | NOT NULL |
Machine_Address
This table contains network addresses of the hosts. It is a separate table because a host may have multiple network address (for example, public, private). The parent is the Machine_Host table.
Table 236. Fields in Machine_Address TableName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Address | The connection address (either the IP address or the hostname). | varchar(256) | NOT NULL |
AddressType | The type of address. Valid values are:
| DBINIT | NOT NULL |
MachineAddressID | The database ID of the row. This is needed for the Machine_Service table. | DBINT | NOT NULL |
MachineHostID | The foreign key to the Machine_Host table. | DBINT | NOT NULL |
Machine_Connection_Profile
This table is reserved for future use.
Machine_Host
This table contains information about the host. The table stores both VM Host and Virtual Machine information. Login information is stored in the Machine_Services table as a machine may support more than one service, each with different authentication credentials.
Table 237. Fields in Machine_Host TableName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AutoGenerated | Whether the record was autogenerated by the system. Once a user modifies a record, the value is set to False ('N'). | DBCHAR | NOT NULL |
ChangeStamp | The change stamp, which is updated every time the Machine_Host or related Machine_Service rows are created or modified. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | The description | DESCRIPTION | NULL |
HostName | The host name | varchar(256) | NULL |
MachineHostID | The database ID of the row. | DBINT | NOT NULL |
MachineName | The external name of the machine. If the machine is a VM, this would be the VM name. | varchar(256) | NOT NULL |
MachineType | The type of the host machine; for example, VM Host, CVP, CVP Reporting Server, Gateway, etc. Valid values are:
| DBINT | NOT NULL |
VMHostID | If the machine is a VM, this is a pointer to the VM host. | DBINT | NULL |
VMInstanceUuid | If the machine is a VM, this is the instance UUID. If the machine is not a VM, this is set to null. | varchar(64) | NULL |
ECE_WEB_SERVER | |||
DC_ECE_WEB_SERVER |
1 PCCE deployments support Coresident Unified IC Publisher and Coresident Unified IC Subscriber only.
Machine_Service
This table stores connection information for each service running on a host. The parent is Machine_Host.
Table 238. Fields in Machine_Service TableName | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AutoGenerated | Whether the record was autogenerated by the system. Once a user modifies a record, the value is set to False ('N'). | DBCHAR | NOT NULL | ||
Description | The description. | DESCRIPTION | NULL | ||
EnablePassword | An optional encrypted password required for some Gateway operations. | varbinary(max) | NULL | ||
MachineAddressID | The Service IP Address (foreign key to the Machine_Address table). | DBINT | NOT NULL | ||
MachineConnectionProfileID | The foreign key to the Machine_Connection_Profile table. | DBINT | NULL | ||
MachineHostID | The parent of the table (foreign key to the Machine_Host table). | DBINT | NOT NULL | ||
MachineServiceID | The database ID of the row. | DBINT | NOT NULL | ||
OutOfSyncTimestamp | Indicates whether the service is configured correctly or not. If the column contains any timestamp, it indicates that the service is currently out-of-sync' and it requires retrial for configuration sync. The timestamp can optionally be used to notify the exact time when the service went 'out-of-sync'.
| DBDATETIME | Optional (NULL) | ||
Pairing | Used to match services paired with one or more peers. ServiceType entries with the same Pairing values are associated with each other and identify alternate service paths for various failure conditions. | varchar(128) | NULL | ||
Password | An optional encrypted password required to connect to a service. | varbinary(max) | NULL | ||
ServicePort | The service port (inull means use default). | DBINT | NULL | ||
ServiceType | The machine service type. Valid values are:
The following values are applicable only for PCCE deployments:
| DBINT | NOT NULL | ||
ServiceUri | The uri to service for Web-based services. | varchar(255) | NULL | ||
UserName | An optional user name required to connect to a service. | varchar(255) | NULL |
Master_Script
This table is in the Script category (see Script). For database rules, see Script Tables.
Each row identifies a routing script or an administrative script. Each master script might have several versions. Information about each version is stored in the Script table. A new Master_Script record is created whenever you save a script with a new name in the Script Editor.
Related Tables
Admin_Script_Schedule_Map (via MasterScriptID)
Customer_Definition(via CustomerDefinitionID)
Business_Entity (via EntityID)
Call_Type_Map (via MasterScriptID)
Call_Type_Real_Time (via MasterScriptID)
Script (via MasterScriptID)
Table 239. Indexes for Master_Script Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Master_Script | Nonclustered index located on PRIMARY | DateTimeStamp |
XAK1Master_Script | nonclustered, unique, unique key located on PRIMARY | CustomerIdShadow, EntityID, EnterpriseName |
XPKMaster_Script | clustered, unique, primary key located on PRIMARY | MasterScriptID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CurrentVersion | Specifies the version of the script that is currently available for use. | DBINT | NOT NULL |
CustomerDefinitionID | Identifies the customer definition associated with the script. | DBINT | FK NULL |
CustomerIdShadow | A "shadow" CustomerDefinitionID that allows multiple scripts with the same EnterpriseName and different customer numbers. | DBINT | AK-1 NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL |
Description | Additional information about the script. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the master script. The name must be unique among all master scripts within the business entity. | varchar(64) | AK-1 NOT NULL |
EntityID | If partitioning is enabled, indicates the business entity to which the master script belongs. | DBINT | AK-1, FK NOT NULL |
MasterScriptID | Unique identifier for this master script. | DBINT | PK NOT NULL |
NextAvailableVersion | The next version number available for the script. | DBINT | NOT NULL |
ScriptType | Indicates whether the script is a routing script or an administrative script. | DBSMALLINT | NOT NULL |
Media_Class
This table is part of the Media Routing category (see Media Routing). For database rules, see Media Routing Tables.
Information in this table defines a type of media class. This table is populated initially with default media classes.
Related Table
Media_Routing_Domain table via the MediaClassID field.
Table 241. Indexes for Media_Class Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Media_Class | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKMedia_Class | clustered, unique, primary key located on PRIMARY | MediaClassID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about this media class. | DESCRIPTION | NULL |
EnterpriseName | A unique name for this media class. | VNAME32 | AK-1 NOT NULL |
MaxTaskDuration | The maximum time a task can be active for an agent. Default: 28800 | DBINT | NOT NULL |
MediaClassID | A unique identifier for a media class. | DBINT | PK NOT NULL |
TaskLife | If the connection between the Agent PG and the Application Instance drops for more than the TaskLife timeout period, the task is terminated. Default: 1: 1200; 2: 1200; 3: 1200; 4: 300; 5: 300 | DBINT | NOT NULL |
TaskStartTimeout | After a task is routed to an agent, the Application Instance must send either an Offer Task or Start Task message within the specified TaskStartTimeout. If the TaskStartTimeout expires, the task is marked as abandoned before offered. Default: 30 | DBINT | NOT NULL |
Type | Media types: 0 – Unknown 1- Telephony 2 - Chat 3 - Email | DBINT | NOT NULL |
Type | Media types: 1 - Telephony 2 - Chat 3 - Email 4 - RSS 5 - Facebook 6 - Twitter 7- Push 8 - Task | DBINT | NOT NULL |
Media_Routing_Domain
This table is part of the Media Routing category (see Media Routing). For database rules, see Media Routing Tables.
It 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 (for example, English single-session chat and Spanish single-session chat).
Related Tables
Media_Class (via MediaClassID)
Application_Path_Member(via MRDomainID)
Skill_Group (via MRDomainID)
Agent_State_Trace (via MRDomainID)
Agent_Event_Detail (via MRDomainID)
Service (via MRDomainID)
Agent_Real_Time (via MRDomainID)
Agent_Logout (via MRDomainID)
Termination_Call_Detail (via MRDomainID)
Peripheral_Real_Time(via MRDomainID)
Peripheral_Default_Route (via MRDomainID)
Dialed_Number (via MRDomainID)
Service_Level_Threshold (via MRDomainID)
Note |
|
index_name | index_description | index_keys |
---|---|---|
XAK1Media_Routing_Domain | clustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKMedia_Routing_Domain | nonclustered, unique, primary key located on PRIMARY | MRDomainID |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Description | Additional information about this media routing domain. | DESCRIPTION | NULL | ||
EnterpriseName | A unique name for this media class. Initially, the EnterpriseName is set to Cisco_Voice. | VNAME32 | AK-1 NOT NULL | ||
Interruptible | Specifies whether or not a task can be interrupted by another task:
| DBCHAR | NOT NULL | ||
MaxCallsInQueue | The maximum number of calls allowed to be in queue for the selected MRDomainID. Default is NULL. | DBINT | NULL | ||
MaxCallsInQueuePerCallType | The maximum number of calls allowed to be in queue for a call type of the selected MRDomainID. Default is NULL. | DBINT | NULL | ||
MaxTaskDuration | The maximum time a task can be associated with an agent. | DBINT | NULL | ||
MaxTimeInQueue | The maximum number of seconds a call is allowed to be in a queue for the selected MRDomainID. Default is NULL. | DBINT | NULL | ||
MediaClassID | A unique identifier for a media class. | DBINT | FK NOT NULL | ||
MRDomainID | Unique identifier for this media routing domain. Initially, the MRDomainID is set to 1. | DBINT | PK NOT NULL | ||
ServiceLevelThreshold | The default value of the ServiceLevelThreshold field for services associated with this MRD. | DBINT | NOT NULL | ||
ServiceLevelType | The default value for the ServiceLevelType field for each service associated with this MRD. This indicates how the system software calculates the service level. | DBSMALLINT | NOT NULL | ||
TaskLife | If the connection between the Agent PG and the Application Instance drops for more than the TaskLife timeout period, the task is terminated. The default value is 300 seconds. | DBINT | NULL | ||
TaskStartTimeout | After a task is routed to an agent, the Application Instance must send either an Offer Task or Start Task message within the specified TaskStartTimeout. If the TaskStartTimeout expires, the task is marked as abandoned before offered. | DBINT | NULL |
Network_Event_Detail
This table is in the Route category (see Route). To see database rules for these tables, see Device.
Provides carrier network events associated with calls processed by a Network Applications Manager (NAM). The data in this table includes events related to all call legs that happen under the control of the NIC. This includes the incoming call leg, any temporary call legs (IVR sessions under NIC control), and all outgoing call legs.
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/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.
Table 245. Indexes for Network_Event_Detail Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Network_Event_Detail | clustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Network_Event_Detail | nonclustered located on PRIMARY | DateTime |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CallLegID | The LegID identifies the calling party the event pertains to. LegIDs are typically numbered starting with 1 (for example: LegID1 = Calling Party) and incremented for the next party (agents are typically LegID2). | DBSMALLINT | NOT NULL |
DateTime | Timestamp of receipt of event at the NIC (in UTC).. | DBDATETIME | NOT NULL |
Duration | The duration is written for DISCONNECT/UNKNOWN events. Unless an error occurs, the Disconnect event will be written with the duration. If the call ends for a reason other than Disconnect event (e.g. - network aborts call), an Unknown event will be written with the duration. | DBINT | NULL |
Event | Valid values are:
| DBSMALLINT | 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/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
RouterCallKey | Used with RouterCallKeyDay and RouterCallKeySequenceNumber to identify the Route_Call_Detail record. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. | DBINT | NOT NULL |
RouterCallKeyDay | Used with the RouterCallKey and RouterCallKeySequenceNumber to identify the related Route_Call_Detail record. Together with RouterCallKey, the RouterCallKeyDay value forms a unique 64-bit key for the call. This field also provide a link to the CustomerID via the DialedNumberID in the Route_Call_Detail record. This link can only be used if CustomerID and Dialed Numbers are implemented on the NAM. | DBINT | NOT NULL |
RouterCallKeySequenceNumber | Currently set to zero (0). | 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 | NULL |
Value1 | A value dependent upon the event and interface that provides additional reporting information. This might contain a network-provided releaseCause (for DISCONNECT), failureCause (ROUTE_SELECT_FAILURE), etc. | DBINT | NULL |
Value2 | Reserved for future use. | varchar(128) | NULL |
Network_Target
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row identifies an announcement, a peripheral target, or a scheduled target.
The system software automatically maintains the Network_Target table when add or delete an announcement, peripheral target, or scheduled target through Unified ICM Configuration Manager.
Related Tables
Announcement (via NetworkTargetID)
Label (via NetworkTargetID)
Network_Vru(via NetworkTargetID)
Peripheral_Target (via NetworkTargetID)
Route_Call_Detail (via NetworkTargetID)
Scheduled_Target (via NetworkTargetID)
Termination_Call_Detail (via NetworkTargetID)
Table 247. Indexes for Network_Target Tableindex_name | index_description | index_keys |
---|---|---|
XPKNetwork_Target | clustered, unique, primary key located on PRIMARY | NetworkTargetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
NetworkTargetID | Unique identifier for this target. | DBINT | PK NOT NULL |
NetworkTargetType | Type of target:
| DBSMALLINT | NOT NULL |
Network_Trunk_Group
This is in the Device category (see Device). For database rules, see Device Tables.
Lists the trunk groups understood by the telephone network. A network trunk group may be the same as a trunk group defined at a peripheral or it may be a combination of peripheral trunk groups.
Use Unified ICM Configuration Manager to create, update, and delete network trunk groups.
Related Tables
Logical_Interface_Controller(via LogicalControllerID)
Network_Trunk_Group_Half_Hour (via NetworkTrunkGroupID)
Network_Trunk_Group_Real_Time (via NetworkTrunkGroupID)
Peripheral (via PeripheralID)
Peripheral_Target (via NetworkTrunkGroupID)
Trunk_Group (via NetworkTrunkGroupID)
Table 249. Indexes for Network_Trunk_Group Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Network_Trunk_Group | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIF126Network_Trunk_Group | nonclustered located on PRIMARY | LogicalControllerID |
XPKNetwork_Trunk_Group | clustered, unique, primary key located on PRIMARY | NetworkTrunkGroupID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the network trunk group. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the network trunk group. This name must be unique among all network trunk groups in the enterprise. | VNAME32 | AK-1 NOT NULL |
LogicalControllerID | Identifies the PG associated with the network trunk group. | DBSMALLINT | FK NOT NULL |
NetworkTrunkGroupID | A unique identifier for the network trunk group. | DBINT | PK NOT NULL |
Network_Trunk_Group_Half_Hour
This is in the Device category (see Device). For database rules, see Device Tables.
It gets populated on central and HDS databases and provides statistics for each network trunk group defined in the system. These statistics are updated every 30 minutes.
The system software generates Network_Trunk_Group_Half_Hour records for each network trunk group.
Related Table
Network_Trunk_Group (via NetworkTrunkGroupID)
Table 251. Indexes for Network_Trunk_Group_Half_Hour Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Network_Trunk_Group_Half_H | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Network_Trunk_Group_Half_H | Nonclustered located on PRIMARY | DbDateTime |
XPKNetwork_Trunk_Group_Half_Ho | Clustered, unique, primary key located on PRIMARY | NetworkTrunkGroupID, DateTime, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AllTrunksBusyToHalf | Total number of seconds for which all trunks in the network trunk group were busy simultaneously during the half-hour interval. | DBINT | NULL |
CallsAbandonedToHalf | Number of calls to the network trunk group that were abandoned during the half-hour interval. | DBINT | NULL |
CallsInToHalf | Number of inbound calls offered to the network trunk group during the half-hour interval. | DBINT | NULL |
CallsOutToHalf | Number of outbound calls sent on the network trunk group during the half-hour interval. | DBINT | NULL |
DateTime | The date and time at the start of the half-hour 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 |
InServiceTimeToHalf | Aggregate number of seconds trunks in the group were in service during the half-hour interval. | DBINT | NULL |
InUseInboundTimeToHalf | Aggregate number of seconds trunks in the group were in use for inbound calls during the half-hour interval. | DBINT | NULL |
InUseOutboundTimeToHalf | Aggregate number of seconds trunks in the group were in use for outbound calls during the half-hour interval. | DBINT | NULL |
NetworkTrunkGroupID | Identifies the network trunk group. | DBINT | PK 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/Unified CCE software to track the record. | DBFLT8 | 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 |
TrunksIdle | Number of idle trunks in the network trunk group at the end of the half-hour interval. | DBINT | NULL |
TrunksInService | Number of in-service trunks in the network trunk group at the end of the half-hour interval. | DBINT | NULL |
Network_Trunk_Group_Real_Time
This is in the Device category (see Device). For database rules, see Device Tables.
Local database only.
Provides real-time statistics for each network trunk group in the system.
The system software generates a Network_Trunk_Group_Real_Time record for each network trunk group.
Related Table
Network_Trunk_Group (via NetworkTrunkGroupID)
Table 253. Indexes for Network_Trunk_Group_Real_Time Tableindex_name | index_description | index_keys |
---|---|---|
XPKNetwork_Trunk_Group_Real_Ti | clustered, unique, primary key located on PRIMARY | NetworkTrunkGroupID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AllTrunksBusyHalf | Total number of seconds that all trunks in the network trunk group have been simultaneously busy during the current half-hour interval. | DBINT | NULL |
AllTrunksBusyToday | Total number of seconds that all trunks in the network trunk group have been simultaneously busy since midnight. | DBINT | NULL |
CallsAbandonedHalf | Number of calls to the network trunk group that were abandoned during the current half-hour interval. | DBINT | NULL |
CallsAbandonedToday | Number of calls to the network trunk group that were abandoned since midnight. | DBINT | NULL |
CallsInHalf | Number of inbound calls that have been received on the network trunk group during the current half-hour interval. | DBINT | NULL |
CallsInNow | Number of inbound calls currently in progress on the network trunk group. | DBINT | NULL |
CallsInToday | Number of inbound calls that have been received on the network trunk group since midnight. | DBINT | NULL |
CallsOutHalf | Number of outbound calls that have been sent on the network trunk group during the current half-hour interval. | DBINT | NULL |
CallsOutNow | Number of outbound calls currently in progress on the network trunk group. | DBINT | NULL |
CallsOutToday | Number of outbound calls that have been sent on the network trunk group since midnight. | DBINT | NULL |
DateTime | The date and time at which the row was generated. | DBDATETIME | NOT NULL |
InServiceTimeHalf | Aggregate number of seconds that trunks in the network trunk group have been in service during the current half-hour interval. | DBINT | NULL |
InServiceTimeToday | Aggregate number of seconds that trunks in the network trunk group have been in service since midnight. | DBINT | NULL |
InUseInboundTimeHalf | Aggregate number of seconds that trunks in the network trunk group have been used for inbound calls during the current half-hour interval. | DBINT | NULL |
InUseInboundTimeToday | Aggregate number of seconds that trunks in the network trunk group have been used for inbound calls since midnight. | DBINT | NULL |
InUseOutboundTimeHalf | Aggregate number of seconds that trunks in the network trunk group have been used for outbound calls during the current half-hour interval. | DBINT | NULL |
InUseOutboundTimeToday | Aggregate number of seconds that trunks in the network trunk group have been used for outbound calls since midnight. | DBINT | NULL |
NetworkTrunkGroupID | Identifies the network trunk group. | DBINT | PK, FK NOT NULL |
TrunksIdle | Number of trunks currently idle for the network trunk group. | DBINT | NULL |
TrunksInService | Number of trunks currently in service for the network trunk group. | DBINT | NULL |
Network_Vru
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Contains one row for each network VRU. The system software can send a customer call to a network VRU. Use Unified ICM Configuration Manager to create, modify, and delete Network VRU rows.
Related Tables
Customer_Definition (through NetworkTargetID)
Label (through LabelID)
Network_Target (through NetworkTargetID)
Network_Vru_Script (through NetworkTargetID)
index_name | index_description | index_keys |
---|---|---|
XPKNetwork_Vru | Primary key | NetworkTargetID |
XAK1Network_Vru | Unique key | EnterpriseName |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the network VRU. | DESCRIPTION | NULL |
ECCPayloadID | The unique ID of the ECC payload that is used for all messages to this Network VRU. If no value is given, the Network VRU uses the Default ECC payload. | DBINT | NULL |
EnterpriseName | A name that is unique among all network VRUs in the enterprise. | VNAME32 | AK NOT NULL |
NetworkTargetID | Foreign key from the Network Target table. | DBINT | PK, FK NOT NULL |
Type | The type of network VRU. Valid options are: 2, 3, 5, 6, 7, and 8. (Types 1 and 4 are not implemented.) To see more on these values, see Network Vru Type. | DBINT | NOT NULL |
Network_Vru_Bank
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
This table is mainly used for load-balancing calls across multiple IVRs. The trunk group capacity will be the key to the selection of an IVR for queuing.
Related Tables
Customer_Definition (via CustomerDefinitionID)
Network_Vru (via NetworkTargetID)
Table 257. Indexes for Network_Vru_Bank Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Network_Vru_Bank | nonclustered, unique, unique key located on PRIMARY | TrunkGroupID |
XPKNetwork_Vru_Bank | clustered, unique, primary key located on PRIMARY | NetworkTargetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
NetworkTargetID | Unique identifier for the Network VRU member. | DBINT | PK, NOT NULL |
NetworkVruNetworkTargetID | Foreign key from the Network Target table. This is pointing at the type-9 Network VRU. | DBINT | FK, NOT NULL |
TranslationRouteSkillTargetID | Foreign key from Translation Route. | DBINT | NULL |
TrunkGroupID | Foreign key from the Trunk Group table. Indicates the Trunk Group associated with this Network VRU member. | DBINT | FK, NOT NULL |
Network_Vru_Script
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row identifies a script used by a network VRU to handle a call. A VRU script is managed by the VRU itself. It is not stored in the system database or directly managed by the system software. The system software can only direct the VRU to run the script. You can configure a VRU script in the Unified ICM Configuration Manager. You can then reference it in a routing script.
Related Tables
Customer_Definition (via CustomerDefinitionID)
Network_Vru (via NetworkTargetID)
Table 259. Indexes for Network_Vru_Script Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Network_VRU_Script | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XAK2Network_VRU_Script | nonclustered, unique, unique key located on PRIMARY | VruScriptName, NetworkTargetID |
XPKNetwork_VRU_Script | clustered, unique, primary key located on PRIMARY | NetworkVruScriptID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ConfigParam | An optional string that is sent to the VRU to initialize the script. | varchar(255) | NULL |
CustomerDefinitionID | Identifies the customer definition associated with the script. | DBINT | FK NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL |
Description | Additional information about the script. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the VRU script. This name must be unique among all VRU scripts in the enterprise. | VNAME32 | AK-1 NOT NULL |
Interruptible | Indicates whether the script can be interrupted (for example, if an agent becomes available to handle the call):
| DBCHAR | NOT NULL |
NetworkTargetID | Identifies the network VRU associated with the script. | DBINT | AK-2, FK NOT NULL |
NetworkVruScriptID | A unique identifier the system software uses for the script. | DBINT | PK NOT NULL |
Overridable | Indicates whether the VRU script itself can override its Interruptible flag:
| DBCHAR | NOT NULL |
Timeout | Number of seconds for the system software to wait for a response from the routing client after directing it to run the script. | DBINT | NOT NULL |
VruScriptName | The name of the script on the VRU. | varchar(40) | AK-2 NOT NULL |
Next_Available_Number
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Each row identifies the next available unique integer ID value for a specific database table. The system software automatically maintains the Next_Available_Number table.
Table 261. Indexes for Next_Available_Number Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Next_Available_Number | nonclustered, unique, unique key located on PRIMARY | TableName |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
NextAvailableNumber | The next available unique ID value for the table. | DBINT | NOT NULL |
TableName | The name of the table associated with the row. | varchar(30) | AK-1 NOT NULL |
Object_Access_Xref
This table is in the Decurity category (see Security). To see database rules for these tables, see Security Tables.
Lists the access levels available for each object type.
Related Table
Object_List (via ObjectType)
Table 263. Indexes for Object_Access_Xref Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Object_Access_Xref | nonclustered, unique, unique key located on PRIMARY | AccessLevel, ObjectType |
XPKObject_Access_Xref | clustered, unique, primary key located on PRIMARY | ObjectAccessXrefID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AccessLevel | Indicates an access level supported by the object type. To see values. see Access Levels. | DBINT | AK-1 NOT NULL |
ObjectAccessXrefID | A unique identifier for the record. | DBINT | PK NOT NULL |
ObjectType | Identifies the object type. | DBINT | AK-1 NOT NULL |
Object_List
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Lists the objects that are available.
Related Tables
ClassID_To_ObjectType (via ObjectType)
Ids (via ObjectType)
Object_Access_Xref (via ObjectType)
Table 265. Indexes for Object_List Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Object_List | nonclustered, unique, unique key located on PRIMARY | Name |
XPKSecurity__Object | clustered, unique, primary key located on PRIMARY | ObjectType |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Description | Additional information about the object. | DESCRIPTION | NULL |
Name | The name of the object. | varchar(30) | AK-1 NOT NULL |
ObjectType | A unique identifier for the object type. | DBINT | PK NOT NULL |
Object_Security
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Specifies the access level each user or group has to individual objects. The Primary Key (PK) is nonclustered. The AlternateKey (AK) is clustered.
Related Tables
Ids (via ObjectType)
User_Group (via UserGroupName)
Table 267. Indexes for Object_Security Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Object_Security | clustered, unique, unique key located on PRIMARY | UserGroupName, ObjectID, ObjectType |
XIE1Object_Security | nonclustered located on PRIMARY | UserGroupName |
XPKObject_Security | nonclustered, unique, primary key located on PRIMARY | ObjectSecurityID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AccessLevel | Specifies the access level the group has to the object. To see values. see Access Levels. | DBINT | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
ObjectID | Identifies the specific object. | DBINT | AK-1 NOT NULL |
ObjectSecurityID | A unique identifier for the row. | DBINT | PK NOT NULL |
ObjectType | Identifies the type of object. | DBINT | AK-1 NOT NULL |
UserGroupName | Identifies the user group. | varchar(64) | AK-1, IE-1 NOT NULL |
Person
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
Provides primary identification and authentication for all system users, including both agents and administrators.
Related Table
Agent (via PersonID)
Table 269. Indexes for Person Tableindex_name | index_description | index_keys |
---|---|---|
XAK2Person | nonclustered, unique, unique key located on PRIMARY | LoginNameShadow |
XIE1Person | nonclustered located on PRIMARY | FirstName, LastName |
XPKPerson | clustered, unique, primary key located on PRIMARY | PersonID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
Incremented when the record is changed in the central database. | DBCHAR | NOT NULL |
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL |
Description | Additional information about this person. | DESCRIPTION | NULL |
FirstName | The person's first name. | VNAME32 | NOT NULL |
LastName | The person's last name. | VNAME32 | AK-1, IE-1 NOT NULL |
LoginEnabled | Specifies whether login is allowed for this person: Y: yes, N: no. | DBCHAR | NOT NULL |
LoginName | The person's login or user name. In a Packaged CCE deployment, the FirstName, LastName, and LoginName appear as the value in the Agent Report Value List. | VARCHAR(255) | NOT NULL |
LoginNameShadow | A login name in uppercase or lowercase, as indicated in ICR Globals. | VARCHAR(255) | AK-2 NOT NULL |
Password | An optional encrypted password. | varchar | NULL |
PasswordChangeRequired | Reserved for future use. | DBSMALLINT | NOT NULL |
PasswordLastChangedTime | The time when the password was changed last. If it is a new password, the time when it was created. | DBDATETIME | NULL |
PersonID | A unique identifier. | DBINT | PK NOT NULL |
SSOEnabled | A flag that indicates if the agent is enabled for SSO Login when the system is configured in hybrid SSO mode.
| DBSMALLINT | NOT NULL |
VerificationStatus | The verification status of the person's login:
| CHAR(1) | NULL |
ECEPerson* | Indicates if the person is configured in ECE or not. Stored as Y or N. Default = N. | DBCHAR | NOT NULL |
ScreenName* | Screen name of the person configured in ECE. | VNAME32 | NULL |
EmailAddress* | Email address of the person configured in ECE. | VARCHAR(50) | NULL |
Languages* | List of languages associated with the person configured in ECE separated by comma. | VARCHAR(128) | NULL |
* Indicates the ECE-related attributes for a given Person record. The ECE agent configuration is integrated in Packaged CCE from Release 12.0.
Peripheral
This table is one of the Peripheral tables in the Device category (see Device). To see database rules for these tables, see Device Tables.
Each row corresponds to an ACD or PBX at a call center. Use the PG Explorer to add, update, and delete Peripheral records.
Related Tables
Agent (via PeripheralID)
Agent_Desk_Settings (via AgentDeskSettingsID)
Agent_Distribution (via PeripheralID)
Agent_Targeting_Rule (via EnterpriseName)
Application_Path_Member (via PeripheralID)
Dialer (via PeripheralID)
Dialer_Detail (via PeripheralID)
Logical_Interface_Controller (via LogicalControllerID)
Network_Trunk_Group (via PeripheralID) Network VRU (via NetworkTargetID)
Peripheral_Default_Route (via PeripheralID)
Peripheral_Monitor (via PeripheralID)
Peripheral_Real_Time (via PeripheralID)
Routing_Client (via PeripheralID)
Service (via PeripheralID)
Service_Level_Threshold (via PeripheralID)
Skill_Group (via PeripheralID)
Termination_Call_Detail (via PeripheralID)
Trunk_Group (via PeripheralID)
index_name | index_description | index_keys |
---|---|---|
XAK1Peripheral | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Peripheral | nonclustered located on PRIMARY | PeripheralName |
XIE2Peripheral | nonclustered located on PRIMARY | LogicalControllerID |
XIE3Peripheral | nonclustered located on PRIMARY | AgentDeskSettingsID |
XPKPeripheral | clustered, unique, primary key located on PRIMARY | PeripheralID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AbandonedCallWaitTime | Minimum time in seconds an incoming call must be queued before being considered an abandoned call if the caller hangs up. | DBSMALLINT | NOT NULL |
AgentAutoConfig | Specifies whether agent auto- configuration is enabled for the peripheral. Stored as a character:
| DBCHAR | NOT NULL |
AgentDeskSettingsID | Optionally, indicates an Agent Desk Settings record associated with the peripheral. | DBINT | FK, IE-3 NULL |
AgentEventDetail | Specifies whether or not Agent Event Detail reporting is enabled for a peripheral. Default value is:
| DBCHAR | NOT NULL |
AgentReporting | Specifies whether agent reporting is enabled for the peripheral. Stored as a character:
| DBCHAR | NOT NULL |
AgentTargetingMethod | Determines if the Router will target agents based on Rules. | DBINT | NOT NULL |
AnsweredShortCallsThreshold | Maximum duration, in seconds, for a short call. Any calls with a duration below the threshold are considered short. You might then choose to factor out short calls from handle times you calculate. | DBINT | NULL |
AvailableHoldoffDelay | Default value of the AvailableHoldoffDelay field for Skill Groups associated with this peripheral. You can override the default for individual skill groups. | DBSMALLINT | NOT NULL |
CallControlVariableMap | String containing the mapping between the peripheral's call control variables and system software variables. | varchar(128) | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ClientType | The type of the peripheral. To see Client Type values, see Client Type. | DBSMALLINT | NOT NULL |
ConfigParam | Configuration parameters to be passed to the peripheral. | varchar(255) | NULL |
CustomerDefinitionID | Maps Customer to Peripheral in CCMP/CCDM deployments. | DBINT | NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the peripheral. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for this peripheral. The name must be unique among all peripherals in the enterprise. | VNAME32 | AK-1 NOT NULL |
InternalIPTAOnly | Indicates whether this is an 'Unified ICM picks the agent' (IPTA) peripheral. Either 'Y' or 'N'. Default = 'N'. | DBCHAR | NOT NULL |
Location | Peripheral's location. | VNAME32 | NULL |
LogicalControllerID | Foreign key of the Logical Interface Controller (Peripheral Gateway) that is attached to the switch. | DBSMALLINT | FK, IE-2 NOT NULL |
MaxConcurrentAgentLimit | DBINT | NULL | |
MaxPeripheralAgentQueuePair | DBINT | NULL | |
MultilineAgentControl | This setting indicates whether this agent peripheral supports multi-line control for all agents with more than one line configured on the phone. Values:
| DBINT | NOT NULL, default=0 |
MultilineAgentStateBehavior | Indicates how many non-ACD calls the agent initiated on one of the non-ACD line. Only populated when Multi-line feature is enabled. Values:
| DBINT | NOT NULL, default=0 |
NetworkTargetID | Identifies the network VRU, if any, associated with the peripheral. | DBINT | FK NULL |
PeripheralAutoConfig | Used to indicate that the peripheral uses auto-configuration. Default = 'N'. | DBCHAR | NOT NULL |
PeripheralID | A unique identifier for this peripheral. | DBSMALLINT | PK NOT NULL |
PeripheralName | The name of the peripheral as it is known at the site. | VNAME32 | IE-1 NOT NULL |
PeripheralServiceLevelType | Default value for the PeripheralServiceLevelType for each service associated with the peripheral. You can override this default for individual services. Valid options for Aspect types are:
| DBSMALLINT | NOT NULL |
SubSkillGroupMask | A series of characters (Y and N) indicating which sub-skill groups to create for each skill group associated with the peripheral. | varchar(64) | NULL |
Peripheral_Default_Route
This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.
Each row specifies the default route to be used for accounting calls at the peripheral that are otherwise not accounted for.
The system software automatically generates a Peripheral_Default_Route record for each Peripheral. You can modify the record through the PG Explorer tool.
Related Tables
Media_Routing_Domain (via MRDomainID)
Peripheral (via PeripheralID)
Route (via RouteID)
Table 273. Indexes for Peripheral_Default_Route Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Peripheral_Default_Route | nonclustered located on PRIMARY | RouteID |
XPKPeripheral_Default_Route | clustered, unique, primary key located on PRIMARY | PeripheralID, MRDomainID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
MRDomainID | The Media Routing Domain associated with this peripheral default route. | DBINT | PK, FK NOT NULL |
PeripheralID | Link to the Peripheral table. | DBSMALLINT | PK, FK NOT NULL |
RouteID | Foreign key from the Route table. | DBINT | FK, IE-1 NULL |
Peripheral_Interval
This section describes the Peripheral Interval table.
Table 275. Indexes for Peripheral_Interval Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Peripheral_Interval | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Peripheral_Interval | Nonclustered located on PRIMARY | DbDateTime |
XIE2Peripheral_Interval | Nonclustered located on PRIMARY | ReportingHalfHour |
XIE3Peripheral_Interval | Nonclustered located on PRIMARY | ReportingInterval |
XPKPeripheral_Interval | Clustered, unique, primary key located on PRIMARY | DateTime, PeripheralID, TimeZone, MRDomainID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ActivePeripheralDataTime | Number of seconds the associated Peripheral Gateway was able to provide peripheral data services to the CallRouter during the half-hour interval. | DBINT | NULL |
ActiveRoutingClientTime | Number of seconds the associated Peripheral Gateway was able to provide routing client support to the CallRouter during the half-hour interval. | DBINT | NULL |
ActivePeripheralTime | Number of seconds the associated Peripheral Gateways connections to the peripheral were in the Active state during the half-hour interval. | DBINT | NULL |
ActiveCTIServerTime | Number of seconds the associated CTI Server was active during the half-hour interval. | DBINT | NULL |
CallsOffered | Total number of incoming ACD calls and internal ACD calls offered to the peripheral during the reporting interval. In Unified CCE, if a call goes through Redirection on No Answer (RONA) to a VRU and an agent answers later, this field is incremented as follows:
In Unified CCE with a Unified CCE System PG, if a call RONAs to a VRU and an agent answers later, this field is incremented only when the agent completes the call. | DBINT | 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 | IE1, NULL |
DateTime | Central Controller date and time at the start of the half-hour interval. | DBSMALLDATE | PK1 NOT NULL |
MaxCVPCallControlPorts | The maximum number of CVP Call control ports in use for the interval. | DBINT | NULL |
MaxNumberLoggedOnAgents | The maximum number of concurrent agents logged on in the half hour interval. | DBINT | NULL |
MaxCallsInProgress | The maximum number of calls in progress at any sample point during the reporting period. This is implemented as the highest value of PeripheralRealTime.CallsInProgress encountered during the above sampling. | DBINT | NULL |
MaxVRUPorts | The maximum number of VRU ports in use for the interval. | DBINT | NULL |
MRDomainID | The ID for the Media Routing Domain associated with this peripheral. | DBINT | PK4 NOT NULL |
NumberOfSamples | The number of calls-in-progress sample periods. | DBINT | YES |
PeripheralID | Identifier for the peripheral. | DBSMALLINT | PK2 NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK1 NOT NULL |
ReportingHalfHour | The value indicates half hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. | DBINT | IE2 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 | IE3 NULL |
ServiceLevelCallsOffered | Number of calls to the peripheral that had a service level event during the half-hour interval. | DBINT | NULL |
ServiceLevelCalls | Number of calls to the peripheral answered within the service level threshold during the half-hour interval. | DBINT | NULL |
ServiceLevelAband | Number of calls to the peripheral abandoned within the service level threshold during the half-hour interval. | DBINT | NULL |
ServiceLevel | The system software service level for the peripheral during the half-hour interval. | DBFLT4 | NULL |
ServiceLevelType | Service Level Type used to calculate Service level for this interval. | 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 | PK3 NOT NULL |
TotalCallsInProgressSamples | The total of PeripheralRealTime. CallsInProgress at all sample points during the reporting period. For example, if there are 3 samples, and the number of calls in progress at those points in time are 20, 25 and 15, then TotalCallsInProgressSamples is 60. | DBINT | NULL |
Peripheral_Monitor
Table
This table is one of the Peripheral tables in the Device category (see Device). To see database rules for these tables, see Device Tables.
Each row describes an entity to be monitored on a peripheral. Currently this table applies only to the Nortel DMS-100, Meridian ACD in enhanced CTI mode, and to the Avaya DEFINITY ECS with station monitoring enabled.
Use the PG Explorer tool to add, update, and delete Peripheral_Monitor records.
Note | DMS-100 is no longer supported. |
Related Table
Peripheral (via PeripheralID)
Table 277. Indexes for Peripheral_Monitor Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Peripheral_Monitor | nonclustered located on PRIMARY | PeripheralID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
Extension | For a DMS-100, the Primary ACD DN, Secondary DN, or non-digit character. | varchar(10) | NULL |
ParamString | A string passed along with the extension number to start event reporting on the entity. For a DMS-100, this value can indicate that the extension is a CDN, can specify a CompuCALL session number, or can specify the mapping of an agent DN to an agent position ID. For a Meridian ACD, this value indicates the position number and, optionally, the associated Individual Directory Number (IDN). | varchar(32) | NULL |
PeripheralID | Identifies the peripheral associated with the row. | DBSMALLINT | FK, IE-1 NOT NULL |
PeripheralMonitorID | A unique identifier for the row. | DBINT | PK NOT NULL |
PeripheralMonitorType | The type of entity to monitor:
| DBINT | NOT NULL |
Peripheral_Real_Time
This table is one of the Peripheral tables in the Device category (see Device). To see database rules for these tables, see Device Tables.
Local database only. Each row describes the current state of a specific peripheral. The real- time client creates a Peripheral Real Time row for each peripheral in the system and updates that row every 10 seconds.
Related Table
Media_Routing_Domain (via MRDomainID)
Peripheral (via PeripheralID)
Table 279. Indexes for Peripheral_Real_Time Tableindex_name | index_description | index_keys |
---|---|---|
XPKPeripheral_Real_Time | clustered, unique, primary key located on PRIMARY | PeripheralID, MRDomainID |
Note | The ServiceLevel fields do not include the data updates for VRU peripheral devices. |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentsLoggedOn | Number of agents currently logged on to the peripheral. | DBINT | NULL |
CallsInProgress | Number of calls currently in progress at the peripheral. | DBINT | NULL |
CallsOfferedHalf | Number of calls offered to the peripheral during the current half-hour interval. In Unified CCE, if a call Redirection on No Answer (RONAs) to an IVR and is answered later by an agent, this field is incremented as follows:
In Unified CCE with an Unified CCE System PG, if a call RONAs to an IVR and is answered later by an agent, this field is incremented when the agent completes the call only. | DBINT | NULL |
CallsOfferedToday | Number of calls offered to the peripheral since midnight.. In Unified CCE, if a call Redirection on No Answer (RONAs) to an IVR and is answered later by an agent, this field is incremented as follows:
In Unified CCE with an Unified CCE System PG, if a call RONAs to an IVR and is answered later by an agent, this field is incremented when the agent completes the call only. | DBINT | NULL |
CallsRoutedHalf | Number of calls routed to the peripheral during the current half-hour interval. | DBINT | NULL |
CallsRoutedToday | Number of calls routed to the peripheral since midnight. | DBINT | NULL |
CTIServerOnline | Indicates the state of the CTI Server, if any, associated with the peripheral:
| DBINT | NULL |
CurrentHalfHour | Date and time at the start of the current half-hour interval. | DBDATETIME | NULL |
DateTime | The date and time that this data was last updated. | DBDATETIME | NOT NULL |
Mode | Current mode of the peripheral as reported by the PG:
| DBINT | NULL |
MRDomainID | The identifier for the Media Routing Domain associated with this peripheral. | DBINT | PK, FK NOT NULL |
Online | Current on-line state of the peripheral as determined by the Central Controller:
| DBINT | NOT NULL |
PeripheralData1 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData2 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData3 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData4 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData5 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData6 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData7 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData8 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData9 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData10 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData11 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData12 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData13 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData14 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData15 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralData16 | Peripheral-specific data. | DBINT | NOT NULL |
PeripheralID | Identifier for the peripheral. | DBSMALLINT | PK, FK NOT NULL |
PeripheralTimeOffset | Difference in seconds between the peripheral's time and the Central Controller's time. | DBINT | NOT NULL |
PeripheralTimeZone | The time zone at the peripheral. The value is the offset in minutes from UTC (formerly called GMT). | DBINT | NULL |
ServiceLevelAbandHalf | Total number of calls to the peripheral abandoned within the service level threshold during the current half-hour interval. | DBINT | NULL |
ServiceLevelAbandToday | Cumulative total of calls to the peripheral abandoned within the service level threshold since midnight. | DBINT | NULL |
ServiceLevelCallsHalf | Total number of calls to the peripheral answered within the service level threshold during the current half-hour interval. Total number of calls to the peripheral answered within the service level threshold during the current half-hour interval. | DBINT | NULL |
ServiceLevelCallsOfferedHalf | Total number of calls to the peripheral that had a service level event during the current half-hour interval. | DBINT | NULL |
ServiceLevelCallsOfferedToday | Total number of calls to the peripheral that had a service level event since midnight. | DBINT | NULL |
ServiceLevelCallsToday | Number of calls to this service handled within the peripheral service level since midnight. | DBINT | NULL |
ServiceLevelHalf | Service level for the peripheral for the current half-hour interval. | DBFLT4 | NULL |
ServiceLevelToday | Service level for the peripheral since midnight. | DBFLT4 | NULL |
Status | Indicates the current failure state of the peripheral. To see the list of status codes, see Peripheral Real Time Status Field. | DBINT | NULL |
UserControl | Unused. | DBINT | NULL |
Peripheral_Set
Note | This table is introduced for Packaged CCE 12K support. |
This table represents a PG and its associated peripherals in Packaged CCE 12K. Each record in this table represents a peripheral set, which is a logical grouping of a peripheral gateway and its associated peripherals.
Related Tables
Peripheral_Set_Controller (through PeripheralSetID)
Peripheral_Set_Host (through PeripheralSetID)
index_name | index_description | index_keys |
---|---|---|
XPKPeripheral_Set | Primary key | PeripheralSetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
PeripheralSetID | A unique identifier for this peripheral set. | DBINT | PK NOT NULL |
PeripheralSetName | An enterprise name for this peripheral set. PeripheralSetName may be duplicated across sites. | VNAME32 | NOT NULL |
Description | Additional information about the peripheral set. | DESCRIPTION | NULL |
ChangeStamp | Incremented when a record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Peripheral_Set_Controller
Note | This table is introduced for Packaged CCE 12K support. |
This table has information of those peripheral gateways (Logical Interface Controllers) that are associated with a given peripheral set.
Related Tables
Logical_Interface_Controller (through LogicalControllerID)
Peripheral_Set (through PeripheralSetID)
index_name | index_description | index_keys |
---|---|---|
XPKPeripheral_Set_Controller | Primary key | PeripheralSetID, LogicalControllerID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
PeripheralSetID | ID of the peripheral set. | DBINT | PK NOT NULL |
LogicalControllerID | ID of the peripheral gateway that is being associated to the peripheral Set. | DBSMALLINT | PK, FK NOT NULL |
Peripheral_Set_Host
Note | This table is introduced for Packaged CCE 12K support. |
This table contains a set of associations between the machine hosts and the peripheral sets. Depending on the context, the machine host may refer to a remote site that the peripheral Set is a part of, or it may refer to a peripheral/device (gateway) that is a part of the peripheral set.
Related Tables
Machine_Host (through MachineHostID)
Peripheral_Set (through PeripheralSetID)
index_name | index_description | index_keys |
---|---|---|
XPKPeripheral_Set_Host | Primary key | PeripheralSetID, SequenceNumber |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
PeripheralSetID | Peripheral set to which the Machine_Host record is associated. | DBINT | PK, FK NOT NULL |
SequenceNumber | Incremented for every unique peripheral set and host combination. | DBINT | PK NOT NULL |
MachineHostID | Depending on the MachineType value this field may contain one of the following information:
| DBINT | FK NULL |
MachineType | Incremented when the record is changed in the central database. | DBINT | NOT NULL |
Peripheral_Target
Table
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row specifies the peripheral address (network trunk group and DNIS) associated with a route.
Use the PG Explorer tool to add, update, and delete Peripheral_Target records.
Related Tables
Route (via RouteID)
Network_Target (via NetworkTargetID)
Network_Trunk_Group (via NetworkTrunkGroupID)
Table 287. Indexes for Peripheral_Target Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Peripheral_Target | nonclustered, unique, unique key located on PRIMARY | NetworkTrunkGroupID, DNIS |
XIE1Peripheral_Target | nonclustered located on PRIMARY | RouteID |
XPKPeripheral_Target | clustered, unique, primary key located on PRIMARY | NetworkTargetID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DelayBeforeQueue | The number of seconds the peripheral waits before queuing an incoming call to an agent. This time might be used, for example, to play a forced announcement. | DBSMALLINT | NOT NULL |
Description | Additional information about the target. | DESCRIPTION | NULL |
DNIS | DNIS digits the routing client sends when addressing this target. | VNAME32 | AK-1 NOT NULL |
NetworkTargetID | Foreign key from the Network Target table. | DBINT | PK, FK NOT NULL |
NetworkTrunkGroupID | Indicates the Network Trunk Group associated with this peripheral target. | DBINT | AK-1, FK NOT NULL |
RouteID | Indicates the Route associated with this peripheral target. | DBINT | FK, IE-1 NULL |
Persistent_Variable
This table is part of the Script category (see Script). For database rules, see Script Tables.
Central database only.
Stores the current value of persistent user variables. User variables are defined in the User_Variable table.
The CallRouter automatically maintains the Persistent_Variable table.
Related Table
User_Variable (via UserVariableID)
Table 289. Indexes for Persistent_Variable Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Persistent_Variable | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKPersistent_Variable | clustered, unique, primary key located on PRIMARY | UserVariableID, ForeignKey1 |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ForeignKey1 | If the variable is associated with an object type, the key value of the specific object. | DBINT | PK NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
UserVariableID | Foreign key from the User_Variable table. | DBINT | PK, FK NOT NULL |
ValueChar | The value of the variable, if it is a character string. | DESCRIPTION | NULL |
ValueDateTime | The value of the variable, if it is a date-time. | DBDATETIME | NULL |
ValueFloat | The value of the variable, if it is a floating point number. | DBFLT8 | NULL |
ValueInt | The value of the variable, if it is an integer.. | DBINT | NULL |
Note | To add the persistent user variable data to the Persistent_Variable table, set the following registry key must be set to 1. HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\[Instance_name]\LoggerA\Logger\CurrentVersion\HistoricalData\Persistent\Variable. |
Physical_Controller_Half_Hour
This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.
Each row provides statistics for a single Network Interface Controller (NIC) or Peripheral Gateway (PG).
The system software automatically generates Physical_Interface_Controller records.
Related Table
Physical_Interface_Controller (via PhysicalControllerID)
Table 291. Indexes for Physical_Controller_Half_Hour Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Physical_Controller_Half_H | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Physical_Controller_Half_H | nonclustered located on PRIMARY | DbDateTime |
XPKPhysical_Controller_Half_Ho | clustered, unique, primary key located on PRIMARY | DateTime, PhysicalControllerID, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ActivePGAgentSideATimeToHalf | Number of seconds the Peripheral Gateway's Agent process maintained an active connection to the Side A CallRouter. | DBINT | NULL |
ActivePGAgentSideBTimeToHalf | Number of seconds the Peripheral Gateway's Agent process maintained an active connection to the Side B CallRouter. | DBINT | NULL |
DateTime | Central Controller date and time at the start of the half- hour 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 |
DMPInServiceTimeToHalf | Number of seconds the Peripheral Gateway's Device Management Protocol connection to the CallRouter was in service. | DBINT | NULL |
PhysicalControllerID | Unique identifier for this physical controller. | DBSMALLINT | PK, FK NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK-1 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 |
Physical_Interface_Controller
This table is in the Device category (see Device). To see database rules for these tables, see Device Tables.
Describes a single Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table. A pair of duplexed PGs share a single entry in the Physical Interface Controller table.
Use the PG or NIC Explorer tools to add, update, and delete Physical_Interface_Controller records.
Related Tables
Logical_Interface_Controller (via LogicalControllerID)
Routing_Client_Five_Minute (via PhysicalControllerID)
Physical_Controller_Half_Hour (via PhysicalControllerID)
Table 293. Indexes for Physical_Interface_Controller Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Physical_Interface_Control | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Physical_Interface_Control | nonclustered located on PRIMARY | LogicalControllerID |
XPKPhysical_Interface_Controll | clustered, unique, primary key located on PRIMARY | PhysicalControllerID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the controller. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the controller. This name must be unique for all physical controllers in the enterprise. | VNAME32 | AK-1 NOT NULL |
LogicalControllerID | Foreign key from Logical Interface Controller table. | DBSMALLINT | FK, IE-1 NOT NULL |
PhysicalControllerID | Unique identifier for this physical controller. | DBSMALLINT | PK NOT NULL NULL |
Precision_Queue
The Precision_Queue table defines a queue used for precision routing.
Related Tables
Agent_Real_Time (via PrecisionQueueID)
Agent_Skill_Group_Interval (via PrecisionQueueID)
Agent_Skill_Group_Real_Time (via PrecisionQueueID)
Call_Type_SG_Interval (via PrecisionQueueID)
Precision_Q_Real_Time (via PrecisionQueueID)
Precision_Q_Step_Real_Time (via PrecisionQueueID)
Precision_Queue_Step (via PrecisionQueueID)
Precision_Queue_Term (via PrecisionQueueID)
Router_Queue_Interval (via PrecisionQueueID)
Skill_Group (via PrecisionQueueID)
Skill_Group_Interval (via PrecisionQueueID)
Termination_Call_Detail (via PrecisionQueueID)
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AgentOrdering | The ordering used for agents in this queue. Values:
| DBINT | NOT NULL | ||
PrecisionQueueID | ID and primary key. | DBINT | PK1,NOT NULL | ||
BucketIntervalID | Foreign key from Bucket_Interval table. | DBINT | FK1, NULL | ||
CallOrdering | The ordering used for calls in this queue. Values:
| DBINT | NOT NULL | ||
ChangeStamp | Change stamp | CHANGESTAMP | NOT NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL | ||
Description | Description | DESCRIPTION | NULL | ||
EnterpriseName | Name of the queue. | VNAME32 | AK1, NOT NULL | ||
ForceExpandingQueue | Forces the step configuration for the Precision Queue to always increase the configured agent count. The default setting is Y.
| DBCHAR | NOT NULL | ||
MRDomainID | Foreign key to the Media_Routing_Domain table. The ID of the Media Routing Domain with which this precision queue is associated. The default is 1, for Voice. | DBINT | NOT NULL | ||
ServiceLevelThreshold | The service level threshold, in seconds, for the service level. | DBINT | NOT NULL | ||
ServiceLevelType | Indicates how the system software calculates the service level for the Precision Queue:
| DBSMALLINT | NOT NULL | ||
Deleted | Deleted Flag. Stored as a character. Y = Yes, N = No. | DBCHAR | NOT NULL |
Precision_Q_Real_Time Table
This table is in the Precision Queue category.
The system software generates a Precision_Q_Real_Time record for each Precision Queue.
Related Table
Table 296. Fields in Precision_Q_Real_Time TableName | Description | Data Type | Keys and NULL Option | ||||
---|---|---|---|---|---|---|---|
AnswerWaitTimeTo5 | In Unified CCE, the number of seconds calls spent between first queued being queued to the skill group through Select (LAA) or Queue to skill group nodes to when they were answered by an agent. DelayTime AnswerWaitTime is calculated from the following:
| DBINT | NULL | ||||
ApplicationAvailable | The number of agents belonging to this skill group who are currently ApplicationAvailable with respect to the MRD to which the skill group belongs. An agent is Application available if the agent is Not Routable and Available for the MRD. | 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. | DBINT | NULL | ||||
AttributeID7 | Attribute 7 associated with the Precision Queue. | DBINT | NULL | ||||
AttributeID8 | Attribute 8 associated with the Precision Queue. | DBINT | NULL | ||||
AttributeID9 | Attribute 9 associated with the Precision Queue. | DBINT | NULL | ||||
AttributeID10 | Attribute 10 associated with the Precision Queue. | DBINT | NULL | ||||
Avail | Number of agents for the Precision Queue in Not_Active state with respect to this Precision Queue. | DBINT | NULL | ||||
AvailTimeTo5 | Total seconds agents in the Precision Queue have been in the Not_Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime | DBINT | NULL | ||||
AvgHandledCallsTalkTimeTo5 | Average talk time in seconds for calls counted as handled by the Precision Queue during the rolling five-minute interval. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 AvgHandledCallsTalkTime is calculated only for calls counted as handled. This field is updated in the database when any after-call work associated with the call is completed. | DBINT | NULL | ||||
AvgHandledCallsTimeTo5 | Average handle time in seconds for calls counted as handled by the Precision Queue during the rolling five-minute interval. The value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 The AvgHandledCallsTime value is updated in the database when the after-call work time associated with the call is completed. | DBINT | NULL | ||||
BusyOther | Number of agents currently in the BusyOther state with respect to this Precision Queue. | DBINT | NULL | ||||
BusyOtherTimeTo5 | Number of seconds agents have spent in the BusyOther state during the rolling five-minute interval. BusyOtherTime is included in the calculation of LoggedOnTime. | DBINT | NULL | ||||
CallsAbandQTo5 | The number of calls that abandoned while queued in the router to this agent, in the rolling five-minute interval. | DBINT | NULL | ||||
CallsAbandToAgentTo5 | In the rolling five-minute interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing).. This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Precision Queues. | DBINT | NULL | ||||
CallsAbandDequeuedTo5 | The number of calls that were de-queued from this Precision Queue, and had to be routed to another Precision Queue or Skill Group in the rolling five-minute interval. This field is incremented when a call is de-queued through the Cancel Queue node. | DBINT | NULL | ||||
CallsAnsweredTo5 | The number of calls that were answered by the Precision Queue during the rolling five-minute interval. | DBINT | NULL | ||||
CallsDequeuedTo5 | The number of calls that were de-queued from this Precision Queue to be routed to another Precision Queue in the rolling five-minute interval. This field is also incremented when a call is de-queued via Cancel Queue node. | DBINT | NULL | ||||
CallsHandledTo5 | The number of calls that were handled by the Precision Queue during the rolling five-minute interval. A handled call is:
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL | ||||
CallsInProgress | The total number of ongoing non-voice tasks associated with this Precision Queue. This field populates for non-voice tasks only. | DBINT | NULL | ||||
CallsOfferedTo5 | The number of calls received by this Precision Queue in the rolling five-minute interval. This value is set by the Call Router. A call is counted as offered as soon at it is sent to a Precision Queue. This value is incremented by: CallType short calls, which are counted as abandoned for Precision Queues. (There is no short call count in the Skill_Group_Real_Time table.) Calls that are cancelled by Cancel Queue node and re-queued to the same Precision Queue Calls that are routed to a Precision Queue, re-queried, and re-queued to the same Precision Queue. | DBINT | NULL | ||||
CallsQNow | Number of calls currently queued for the Precision Queue at the CallRouter. | DBINT | NULL | ||||
DateTime | Central Controller date and time that this data was last updated | DBDATETIME | NOT NULL | ||||
HandledCallsTalkTimeTo5 | Total talk time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval. It is updated in the database when the after-call work time associated with the call (if any) is completed. | DBINT | 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 | ||||
FutureUseInt5 | Reserved for future use | DBINT | NULL | ||||
HandledCallsTimeTo5 | This field only applies to configured skill groups. Total handle time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval. Handle time is 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) The value in this field for the incoming routed calls includes:
| DBINT | NULL | ||||
Hold | The number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. | DBINT | NULL | ||||
HoldTimeTo5 | Number of seconds where all calls to the agent are on hold during the rolling five-minute 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 | ||||
IcmAvailable | The number of agents belonging to this Precision Queue who are currently ICMAvailable with respect to the MRD to which the Precision Queue belongs. An agent is ICM available if s/he is Routable and Available for the MRD. This means that the agent can be routed a task by system software. | DBINT | NULL | ||||
InterruptedTimeTo5 | The number of seconds during which all calls to the agent are in interrupted state during the rolling five-minute interval. | DBINT | NULL | ||||
LoggedOn | Number of agents that are currently logged on to the Precision Queue. This count is updated each time an agent logs on and each time an agent logs off. | DBINT | NULL | ||||
LoggedOnTimeTo5 | Total time, in seconds, agents were logged on to the Precision Queue during the current (rolling) five-minute interval. This field is applicable for Unified CCE. This value is based on the following:
| DBINT | NULL | ||||
LongestCallInQ | The time when the longest call in queue was queued for this Precision Queue. | DBDATETIME | NULL | ||||
NotReady | Number of agents in the Not Ready state for the Precision Queue. | DBINT | NULL | ||||
NotReadyTimeTo5 | Total seconds agents in the Precision Queue have been in the Not Ready state during the rolling five-minute interval. NotReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL | ||||
NumAgentsInterruptedNow | The number of agents whose state with respect to this Precision Queue is currently Interrupted. | DBINT | NULL | ||||
PercentUtilizationTo5 | Percentage of Ready time that agents in the Precision Queue spent talking or doing call work during the rolling five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready. | DBFLT4 | NULL | ||||
PrecisionQueueID | Foreign key from Precision Queue table. | DBINT | PK, NOT NULL | ||||
Ready | The number of agents who are Routable with respect to the MRD associated with this Precision Queue, and whose state with respect to this Precision Queue is currently something other than NOT_READY or WORK_NOT_READY. | DBINT | NULL | ||||
RedirectNoAnsCallsTo5 | In the rolling five-minute interval, the number of ACD calls to the Precision Queue that rang at an agent's terminal and redirected on failure to answer. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
ServiceLevelCallsAbandTo5 | The count of calls that abandon within the Precision Queue SL threshold in rolling five-minute interval. Calls may abandon while in the Precision Queue queue, or they may abandon after they have been routed to a Precision Queue. Calls that abandon after they are routed to a Precision Queue are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Precision Queues (within the ServiceLevel threshold), the Router will increment this value for ALL the Precision Queues this call was queued for. If the call abandons after it was routed to a Precision Queue, that Precision Queue will have ServiceLevelCallsAband incremented. Dequeuing the call via Cancel Node has no impact on ServiceLevelCallsAband. Calls may be de-queued via Cancel Queue node or de-queued from this Precision Queue to be routed to a different Precision Queue.
| DBINT | NULL | ||||
ServiceLevelCallsDequeuedTo5 | The number of calls de-queued from a Precision Queue, within the Precision Queue Service Level threshold, in rolling five-minute interval.
| DBINT | NULL | ||||
ServiceLevelCallsOfferedTo5 | The number of calls that are routed to a Precision Queue or queued for a the Precision Queue in the rolling five-minute interval. It includes the following call categories:
| DBINT | NULL | ||||
ServiceLevelCallsTo5 | The number of calls that are answered by the Precision Queue within the Service Level threshold in the rolling five-minute interval. | DBINT | NULL | ||||
ServiceLevelTo5 | Service Level for the Precision Queue in rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are:
| DBFLT4 | NULL | ||||
ServiceLevelRONATo5 | The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval. These calls are part of the ServiceLevelCallsOffered. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
TalkingIn | Number of agents in the Precision Queue currently talking on inbound calls. | DBINT | NULL | ||||
TalkingOther | Number of agents in the Precision Queue currently talking on internal (neither inbound nor outbound) calls. Examples of other calls include agent-to-agent transfers and supervisor calls. | DBINT | NULL | ||||
TalkInTimeTo5 | Total seconds agents spent talking on inbound calls for the Precision Queue during the rolling five-minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. | DBINT | NULL | ||||
TalkOtherTimeTo5 | Total seconds agents spent talking on other calls (neither inbound nor outbound) for the Precision Queue during the rolling five-minute interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. | DBINT | NULL | ||||
TalkTimeTo5 | Total seconds agents in the Precision Queue have been in the Talking state during the rolling five-minute interval. This value is calculated as follows: TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5. | DBINT | NULL | ||||
TransferInCallsTimeTo5 | Total number of seconds agents spent on calls transferred into the Precision Queue that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. | DBINT | NULL | ||||
TransferInCallsTo5 | Number of calls transferred into the Precision Queue that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. For blind transfers in Unified CCE, the value is updated in the database when an agent blind transfers the call to an IVR. For blind transfers in Unified CCE with a Unified CCE System PG, the value is not updated in the database until the call that was blind transferred to an IVR is subsequently transferred to another agent.
| DBINT | NULL | ||||
TransferOutCallsTo5 | Number of calls transferred out of the Precision Queue that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. | DBINT | NULL | ||||
WorkNotReady | Number of agents in the Precision Queue in the Work Not Ready state. | DBINT | NULL | ||||
WorkNotReadyTimeTo5 | Total seconds agents have been in the Work Not Ready state during the rolling five-minute interval. WorkNotReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL | ||||
WorkReady | Number of agents in the Precision Queue in the Work Ready state. | DBINT | NULL | ||||
WorkReadyTimeTo5 | Total seconds agents have been in the Work Ready state during the rolling five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime. | DBINTNULL |
Precision_Queue_Step
The Precision_Queue_Step table defines a set of ordered steps that apply to a Precision Queue. Each ordered step then contains a set of attributes terms that defines what attributes an agent must have to be a member of a Precision Queue step. Basically, it defines a formula that is a list of Attribute tests.
Related Table
Precision_Queue_Term (via PrecisionQueueStepID)
Table 297. Fields in Precision_Queue_StepName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ConsiderIf | Consider If expression which must be met in order to execute a particular step. | VARCHAR(255) | NULL |
Description | DESCRIPTION | NULL | |
NextStep | Boolean which indicates whether the next step should be evaluated if the Consider If test fails. Default is Y. A value of N indicates that the node should exit following a False Consider If test. | DBCHAR | NOT NULL |
PrecisionQueueID | Foreign key to Precision_Queue table. | DBINT | FK, NOT NULL |
PrecisionQueueStepID | Integer that defines the unique row for a Precision Queue step. It is the primary key. | DBINT | PK, NOT NULL |
StepOrder | Integer that defines the order of rows for a Precision Queue step. StepOrder begins with 1. | DBINT | NOT NULL |
WaitTime | An optional Wait time to apply before proceeding to the next step (in seconds). Default is 0. | DBINT | NOT NULL |
Precision_Q_Step_Real_Time
This table is in the Precision Queue category.
The system software generates a Precision_Q_Step_Real_Time record for each Precision Queue.
Related Tables
Table 298. Fields in Precision_Q_Step_Real_TimeName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentsAvailable | Number of Agents eligible and available for this Precision Queue Step. | DBINT | NULL |
AgentsLoggedIn | Number of Agents logged in for this Precision Queue Step. | DBINT | NULL |
PrecisionQueueID | Primary key (together with PrecisionQueueStepID). Foreign key from Precision_Queue table. | DBINT | PK1, NOT NULL |
PrecisionQueueStepID | Primary key (together with PrecisionQueueID). Foreign key from Precision_Queue_Step table. | DBINT | PK2, NOT NULL |
AvgCallsInQueueTime | Average length of queue time for this Precision Queue Step. | DBINT | NULL |
CallsInQueue | Number of calls in queue for this Precision Queue Step | DBINT | NULL |
CallsInQueueTime | Total time of calls in queue for this Precision Queue Step. | DBINT | NULL |
DateTime | Central Controller date and time that this data was last updated. | DBDATETIME | NOT 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 |
LongestCallInQueue | The time stamp of the longest call in queue for this Precision Queue Step. | DBDATETIME | NULL |
NextAvailAgent | The next Agent to be selected based on the agent ordering criteria of the Precision Queue. | DBINT | NULL |
Precision_Queue_Term
The Precision_Queue_Term table defines a set of attribute condition terms that apply to a Precision Queue Step. Each set of terms determine what attributes an agent must have to be a member of the Precision Queue step.
Related Tables
Tables that hold Precision_Queue_Term data are listed below:
Table 299. Fields in Precision_Queue_TermName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
PrecisionQueueTermID | Integer that defines the unique row for a Precision Queue Term. It is the primary key. | DBINT | PK, NOT NULL |
PrecisionQueueID | Foreign key to Precision_Queue table. | DBINT | FK, NOT NULL |
PrecisionQueueStepID | Foreign key to Precision_Queue_Step table. | DBINT | FK, NOT NULL |
TermOrder | Integer that defines the order of rows for a Precision Queue Step. It is part of the primary key. TermOrder begins with 1. | DBINT | NOT NULL |
AttributeSetID | Foreign Key from Attribute_Set table. Controls which attribute set is tested. Null=Yes to allow for rules which do not test an Attribute Set. | DBINT | FK, NOT NULL |
AttributeID | Foreign Key from Attribute table. Controls which attribute set is tested. Null=Yes to allow for rules which do not test an Attribute. | DBINT | FK, NOT NULL |
ParenCount | Number of parentheses around this term. A positive number indicates open parenthesis before the term; a negative number indicates closed parenthesis after the term. | DBINT | NOT NULL |
TermRelation | Indicates the relationship of this term to the preceding term. Default is 0 for first item, 1 for others. Values are:
| DBINT | NOT NULL |
AttributeRelation | Indicates what kind of comparison is done on the attribute. Default is 1. Values are:
| DBINT | NOT NULL |
Value1 | The value that the attribute is tested against. If AttributeRelation is member or not member, then this is a JSON compatible string listing the values. Must be convertible to the datatype specified in the Attribute table. | VARCHAR(255) | NULL |
Value2 | A second value, used only as the upper bound when the AttributeRelation is between. It also can contain additional values for member if Value1 is not enough. Must be convertible to the datatype specified in the Attribute table. | VARCHAR(255) | NULL |
Query_Rule
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Specifies the association between a query rule clause and an import rule. A query rule works on a particular import rule to select a group of contacts from an overall import list. For example, from a particular import list you might want to select and call all customers that have account numbers greater than 10,000.
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Query_Rule records.
Related Tables
Campaign_Query_Rule_Real_Time (via QueryRuleID)
Campaign_Query_Rule_Half_Hour (via QueryRuleID)
Campaign_Query_Rule (via QueryRuleID)
Dialer_Detail (via QueryRuleID)
Import_Rule (via ImportRuleID)
Table 300. Indexes for Query_Rule Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Query_Rule | nonclustered, unique, unique key located on PRIMARY | QueryRuleName |
XPKQuery_Rule | clustered, unique, primary key located on PRIMARY | QueryRuleID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
APIGenerated | Identifies whether this campaign was created using the Outbound API:
| DBCHAR | NOT NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Description of what the query rule contains or how it is being used. | DESCRIPTION | NULL |
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NULL |
Enabled | Setting of query rule within this campaign:
| DBCHAR | NOT 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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
ImportRuleID | Identifies (indirectly) the contact list to which this query rule refers. Foreign key from the Import Rule table. | DBINT | FK NOT NULL |
QueryRuleID | A unique identifier for this Query rule. | DBINT | PK NOT NULL |
QueryRuleName | The customer-entered name for this query rule. | VNAME32 | AK-1 NOT NULL |
Query_Rule_Clause
This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).
Note | If Outbound Option was not selected during setup, this table will contain no data. |
Contains the SQL rules associated with each query rule. There is a single row for each configured query rule.
Related Table
Query_Rule (via QueryRuleID)
Table 302. Indexes for Query_Rule_Clause Tableindex_name | index_description | index_keys |
---|---|---|
XPKList_Rule | clustered, unique, primary key located on PRIMARY | QueryRuleID, SequenceNumber |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
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 |
FutureUseVarchar1 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(64) | NULL |
FutureUseVarchar3 | Reserved for future use | varchar(64) | NULL |
QueryRuleID | The query rule to which this clause belongs. Foreign key from the Query Rule table. | DBINT | PK, FK NOT NULL |
RuleData | The rule definition to be used to process each query rule. | varchar(255) | NOT NULL |
SequenceNumber | An index for query rule clauses within a given query rule. | DBINT | PK NOT NULL |
Reason_Code
This table is part of the Script category (see Script). For database rules, see Script Tables.
Configuration table containing the reason code text to reason code mapping information.
Table 304. Indexes for Reason_Code Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Reason_Code | nonclustered, unique, unique key located on PRIMARY | ReasonCode |
XPKReason_Code | clustered, unique, primary key located on PRIMARY | ReasonCodeID |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Deleted | Default value is N. | DBCHAR | NOT NULL | ||
Description | The description of the reason code. | DESCRIPTION | NULL | ||
ReasonCode | Reason code used by agents (configurable). [In addition to reason codes that you have defined, Unified CCE uses some predefined reason codes. See Reason Codes.]
| DBINT | AK-1 NOT NULL | ||
ReasonCodeID | A unique identifier created by the schema. | DBINT | PK NOT NULL | ||
ReasonText | Text associated with the reason code numeric value. | varchar(40) | NOT NULL | ||
Reason Type | Indicates the type of reason code like: Not Ready, Wrap up, and Sign Out. Allowed values are 1,2,3. | DBSMALLINT | NOT NULL | ||
IsGlobal | Denotes that the reason code is global(applicable for all the teams by default/team specific). Allowed values are Y/N(Yes/No) | DBCHAR | NOT NULL |
Recovery
This table is in the System category (see System). To see database rules for these tables, see System Tables.
It gets populated on central and HDS databases. This table contains internal status information for each table in the database.
Table 306. Indexes for Recovery Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Recovery | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Recovery | Nonclustered located on PRIMARY | DateTime |
XPKRecovery | Clustered, unique, primary key located on PRIMARY | RecoveryKey |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DateTime | Date and time of the checkpoint. | DBDATETIME | IE-1 NOT NULL |
EndTime | Ending time. | DBDATETIME | NULL |
FromRecoveryKey | Starting recovery key value. | DBFLT8 | NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | PK, AK-1 NOT NULL |
RowsCopied | Number of rows copied. | DBINT | NULL |
StartTime | Starting time. | DBDATETIME | NULL |
TableName | Name of the table that caused a checkpoint. | VNAME32 | NOT NULL |
ToRecoveryKey | Ending recovery key value. | DBFLT8 | NOT NULL |
Type | Type of record. | VNAME32 | NOT NULL |
Recurring_Schedule_Map
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row describes a periodic schedule used, for example, by a scheduled target. Use the Workforce Management Integration System to create, update, and delete recurring schedules.
Related Table
Schedule (via ScheduleID)
Table 308. Indexes for Recurring_Schedule_Map Tableindex_name | index_description | index_keys |
---|---|---|
XPKRecurring_Schedule_Map | clustered, unique, primary key located on PRIMARY | ScheduleID, SequenceNumber |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Bool1 | Reserved for future use. | DBCHAR | NOT NULL |
Bool2 | Reserved for future use. | DBCHAR | NOT NULL |
DayFlags | A bit mask specifying the days on which the schedule is active. 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, indicates 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 |
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 |
Long1 | For scheduled targets, the maximum number of simultaneous calls the target can handle during the schedule period. | DBINT | NULL |
Long2 | Reserved for future use. | DBINT | NULL |
Long3 | Reserved for future use. | DBINT | NULL |
Long4 | Reserved for future use. | DBINT | NULL |
MonthOfYear | Indicates to which month the schedule applies:
| DBSMALLINT | NOT NULL |
ScheduleID | Identifies the schedule that recurs. | DBINT | PK, FK NOT NULL |
SequenceNumber | Index for schedules associated with a specific service. | 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 |
Region
This table is part of the Script category (see Script). For database rules, see Script Tables .
Each row defines a region composed of calling line ID prefixes or of other regions.
Use Configuration Manager to create, update, and delete Region rows.
Related Tables
Dialed_Number_Map (via RegionID)
Region_Member (via RegionID)
Region_Prefix (via RegionID)
Region_View_Member (via RegionID)
Table 310. Indexes for Region Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Region | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKRegion | clustered, unique, primary key located on PRIMARY | RegionID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the region. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the region. This name must be unique for all regions in the enterprise. | VNAME32 | AK-1 NOT NULL |
RegionID | A unique identifier for the region. | DBINT | PK NOT NULL |
RegionType | The type of the region. | DBINT | NOT NULL |
Region_Info
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Specifies which prefixes and regions are predefined by the system software.
Use Configuration Manager to create, update, and delete Region rows.
Table 312. Fields in Region_Info TableName | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Comment | Any additional information about the pre-defined regions. | DESCRIPTION | NULL |
Location | Identifies the types of prefixes and regions pre-defined by the system software. | VNAME32 | NOT NULL |
MajorVersion | The major version number of the predefined regions. | DBINT | NOT NULL |
MinorVersion | The minor version number of the predefined regions. | DBINT | NOT NULL |
Region_Member
This table is part of the Script category (see Script category. For database rules, see Script Tables.
Each row defines the relationship between two regions. A region is composed of calling line ID prefixes or of other regions. Each Region_Member row associates a region with a parent region.
Use Unified ICM Configuration Manager to create, update, and delete Region Member rows.
Related Table
Region (via RegionID and ParentRegionID)
Table 313. Indexes for Region_Member Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Region_Member | nonclustered located on PRIMARY | ParentRegionID |
XPKRegion_Member | clustered, unique, primary key located on PRIMARY | RegionID, ParentRegionID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ParentRegionID | The larger region. | DBINT | PK, IE-1 NOT NULL |
RegionID | The region that is a member of a larger region. | DBINT | PK, FK NOT NULL |
Region_Prefix
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row defines the initial part of a calling line ID and maps it to a region. Any calling line IDs that match the prefix string are assumed to be members of the region.
Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.
Related Table
Region (via RegionID)
Table 315. Indexes for Region_Prefix Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Region_Prefix | nonclustered, unique, unique key located on PRIMARY | RegionID, RegionPrefix |
XPKRegion_Prefix | clustered, unique, primary key located on PRIMARY | RegionPrefixID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DaylightSavingsEnabled | Indicates whether daylight savings time is observed. Values are 'N' and 'Y'. The default is 'N' - daylight savings time is not observed. | DBCHAR | NOT NULL |
GMT (Greenwich Mean Time) | Indicates the time zone, the delta is in hours. | DBINT | NULL |
RegionID | Identifies the associated region. | DBINT | AK-1, FK NOT NULL |
RegionPrefix | An initial string to match against calling line IDs. | varchar(32) | AK-1 NOT NULL |
RegionPrefixID | A unique identifier for the record. | DBINT | PK NOT NULL |
Region_View
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row defines a graphical display of regions.
Use Configuration Manager to create, update, and delete Region Prefix rows.
Related Table
Region_View_Member (via RegionViewID)
Table 317. Indexes for Region_View Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Region_View | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKRegion_View | clustered, unique, primary key located on PRIMARY | RegionViewID |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Description | Additional information about the view. | DESCRIPTION | NULL | ||
EnterpriseName | An enterprise name for the region view. This name must be unique for all region views in the enterprise.
| VNAME32 | AK-1 NOT NULL | ||
RegionViewID | A unique identifier for the record. | DBINT | PK NOT NULL | ||
RegionViewType | The type of the view:
| DBINT | NOT NULL |
EnterpriseName | Short name |
---|---|
New_Jersey | NJ |
District_of_Columbia | DC |
Connecticut | CT |
Manitoba | MB |
Alabama | AL |
Washington | WA |
Maine | ME |
Idaho | ID |
Wyoming | WY |
California | CA |
Texas | TX |
New York | NY |
Pennsylvania | PA |
Ohio | OH |
Illinois | IL |
Minnesota | MN |
Indiana | IN |
Louisiana | LA |
Mississippi | MS |
Georgia | GA |
Michigan | MI |
Florida | FL |
Bahamas | BA |
Barbados | BD |
British_Columbia | BC |
North_Carolina | NC |
Wisconsin | WI |
Anguilla | AI |
Antigua | AN |
Barbuda | AN |
Kentucky | KY |
Virginia | VA |
British_Virgin_Islands | BV |
Ontario | ON |
Maryland | MD |
Delaware | DE |
Colorado | CO |
West Virginia | WV |
Saskatchewan | SK |
Nebraska | NE |
Missouri | MO |
Kansas | KS |
Iowa | IA |
Virgin_Islands | VI |
Cayman_Islands | CQ |
Rhode_Island | RI |
Alberta | AB |
Oklahoma | OK |
Montana | MT |
Massachusetts | MA |
Quebec | QC |
Tennessee | TN |
Utah | UT |
Bermuda | BM |
Grenada | GN |
Arkansas | AR |
Arizona | AZ |
Oregon | OR |
New_Mexico | NM |
New_Brunswick | NB |
New_Hampshire | NH |
South_Dakota | SD |
Turks_and_Caicos_Islands | TC |
Montserrat | RT |
CNMI | |
N_Mariana_Islands | MP |
Guam | GU |
North_Dakota | ND |
Nevada | NV |
Newfoundland | NL |
St_Lucia | SA |
Dominica | DM |
St_Vincent_Grenadines | ZF |
Puerto_Rico | PR |
Vermont | VT |
South_Carolina | SC |
Hawaii | HI |
Dominican_Republic | DR |
Yukon_and_Northwest_Territories | NT |
Trinidad_Tobago | TR |
StKitts_Nevis | KA |
Jamaica | JM |
Nova_Scotia | NS |
Alaska | AK |
Region_View_Member
Table
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row associates a specific region with a region view.
Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.
Related Tables
Region (via RegionID)
Region_View (via RegionViewID)
Table 320. Indexes for Region_View_Member Tableindex_name | index_description | index_keys |
---|---|---|
XIE1Region_View_Member | nonclustered located on PRIMARY | RegionID |
XPKRegion_View_Member | clustered, unique, primary key located on PRIMARY | RegionViewID, RegionID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Color | Identifies the color in which to display the region in the view. | DBINT | NOT NULL |
RegionID | Identifies the region. | DBINT | PK, FK, IE-1 NOT NULL |
RegionViewID | A unique identifier for the record. | DBINT | PK NOT NULL |
Rename
This table is in the System category (see System). To see database rules for these tables, see System Tables.
Table 322. Indexes for Rename Tableindex_name | index_description | index_keys |
---|---|---|
XPKRename | clustered, unique, primary key located on PRIMARY | TableName |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
TableName | The name of the historical table. | VNAME32 | PK NOT NULL |
Buf | The name of the buffer table for swapping. | VNAME32 | NULL |
Msg | The name of the first temporary historical table. | VNAME32 | NULL |
Tmp | The name of the second temporary historical table. | VNAME32 | NULL |
Route
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row represents a possible destination for a call. Use Unified ICM Configuration Manager to add, update, and delete Route records.
Related Tables
Peripheral_Default_Route (via RouteID)
Peripheral_Target (via RouteID)
Route_Call_Detail (via RouteID)
Route_Five_Minute (via RouteID)
Route_Half_Hour (via RouteID)
Route_Real_Time (via RouteID)
Service (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Target (via SkillTargetID)
Termination_Call_Detail (via RouteID
Table 324. Indexes for Route Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Route | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Route | nonclustered located on PRIMARY | SkillTargetID, ServiceSkillTargetID |
XIE2Route | Nonclustered index located on PRIMARY | DateTimeStamp |
XPKRoute | clustered, unique, primary key located on PRIMARY | RouteID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when the record was added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the route. | DESCRIPTION | NULL |
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NULL |
EnterpriseName | An enterprise name for the route. This must be unique among all routes in the enterprise. | VNAME32 | AK-1 NOT NULL |
RouteID | Unique identifier for the route. | DBINT | PK NOT NULL |
ServiceSkillTargetID | Associated Service.SkillTargetID. Every route that terminates at a peripheral should have a service. | DBINT | FK, IE-1 NULL |
SkillTargetID | Foreign key from the Skill Target table that represents the destination of the route. The destination is a Service, Skill Group, Agent, or Translation Route. | DBINT | FK, IE-1 NULL |
Route_Call_Detail
This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.
It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.
Whenever the system software receives a routing request, each row in this table records information about the routing request and the route the system software chooses for it. Therefore, the system generates a Route_Call_Detail record for every routing request it processes.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.
Related Tables
Call_Type (through CallTypeID)
Dialed_Number (through DialedNumberID)
Network_Target (through NetworkTargetID)
Route (through RouteID)
Route_Call_Variable (RecoveryKey maps to Route_Call_Variable.RCDRecoveryKey)
Routing_Client (through RoutingClientID)
Script (through ScriptID)
Script_Cross_Reference (through FinalObjectID)
Termination_Call_Detail (through Day + RouterCallKey)
index_name | index_description | index_keys | ||
---|---|---|---|---|
XPKRoute_Call_Detail | Primary key
| RecoveryKey | ||
XIE1Route_Call_Detail | Inversion key | DateTime | ||
XIE2Route_Call_Detail | Inversion key | DbDateTime | ||
XIE3Route_Call_Detail | Inversion key | DateTime, RouterCallKey, RouterCallKeySequenceNumber |
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ANI | Automatic Number Identification, identifies the calling party. | VNAME32 | NULL | ||
ApplicationGatewayID | Foreign key to the Application_Gateway table and represents the instance that is selected by the Contact sharing node for this route. | DBINT | NULL | ||
BeganCallTypeDateTime | A new time stamp that indicates when the call entered the current CallType. | DBDATETIME | NULL | ||
BeganRoutingDateTime | A new time stamp that indicates when the first route request was received for this call. | DBDATETIME | NULL | ||
CallStartDateTimeUTC | The time at which the Central Controller started routing the call. It is reported in the UTC format. | DBDATETIME | NULL | ||
CallSegmentTime | Time in seconds that the system took to segment a private network call. For example, if the system software handed off the caller to a menu of choices, CallSegmentTime reflects the length of time the caller spent in the menu. | DBINT | NULL | ||
CallTrace | The system software does not populate this field. It is reserved for future use. | varbinary(max) | NULL | ||
CallTypeID | Foreign key from Call Type table. If a script changed the call type, this is the final call type for the call. This unique identifier is generated automatically by the system software. | DBINT | FK NULL | ||
CDPD | Customer Database Provided Digits. Used to track a call from the public network to the peripheral. ISDN is required to carry the information to the switch. | VARCHAR(30) | NULL | ||
CED | Caller-Entered Digits. | VARCHAR(30) | NULL | ||
ContactShareErrorCode | Contact Share Error code returned by the contact share node.
| DBINT | NULL | ||
ContactShareGroupID | Foreign key to the Contact_Share_Group table and represents the Contact Share Group ID for this route. | DBINT | NULL | ||
ContactShareQueueID | Foreign key to the Contact_Share_Queue table and represents the Contact Share Queue ID selected by the Contact Sharing node for this route. | DBINT | NULL | ||
ContactShareResult | Result of the Contact Share Calculation as defined by the Rule Expression. | DBFLT4 | NULL | ||
ContactShareRuleID | Foreign key to the Contact_Share_Rule table and represents the Contact Share Rule in effect at the time of this route. | DBINT | NULL | ||
DateTime | The date and time when the call was routed. | DBDATETIME | IE-1 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-2 NULL | ||
DialedNumberID | Foreign key from the Dialed Number table. | DBINT | FK NULL | ||
DialedNumberString | The dialed number for the call. If the dialed number for the call is configured, this is the same as the DialedNumberString of the dialed number specified by DialedNumberID. If the dialed number for the call is not configured, this is the dialed number string and DialedNumberID is NULL. | VNAME32 | NULL | ||
ECCPayloadID | A unique identifier for this ECC payload | DBINT | 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 | ||
FutureUseVarchar1 | Reserved for future use | VARCHAR(64) | NULL | ||
FutureUseVarchar2 | Reserved for future use | VARCHAR(64) | NULL | ||
FinalObjectID | Identifies the node ID of the last script node that was executed to route the call. | DBINT | NULL | ||
Label | Identifies the label that was passed to the routing client. For a translation routed call, this is the label for translation route, not the ultimate destination. If the label passed to the routing client for the call is configured, this will be the same as the Label field of the label specified by LabelID. If the label for the call is not configured, this is the label passed back to the routing client and the LabelID will be NULL. | VNAME32 | NULL | ||
LabelID | Identifies the label that was passed to the routing client. For a translation routed call, this is the label for the translation route, not the ultimate destination. | DBINT | FK NULL | ||
MRDomainID | An identifier for the Media Routing Domain in the Unified ICM system configuration | DBINT | NULL | ||
MsgOrigin | The originator of the request:
| DBSMALLINT | NULL | ||
NetQTime | Time in seconds the call spent in a network router queue. For Unified CCEor translation routed calls, NetQTime is included in the computation of answer wait time. For legacy ACDS, OPC does nothing with the NetQTime other than put it in the Termination_Call_Detail record. | DBINT | NULL | ||
NetworkTargetID | Identifies the scheduled target or peripheral target that was chosen by the system software. | DBINT | FK NULL | ||
Originator | The origin of the route request. | VARCHAR(8) | NULL | ||
OriginatorType | Type of originator for a private network route request. A private network route request is sent from the ACD to the system software through the Peripheral Gateway. For a list of valid options, see Route Call Detail Fields. | DBSMALLINT | NULL | ||
Priority | The priority that a private network routing client gives to the call. Supported by Lucent ASAI. | DBSMALLINT | 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/Unified CCE software to track the record.
| DBFLT8 | PK NOT NULL | ||
RequeryResult | The reason for the last Requery operation. | DBINT | NULL | ||
RequestType | Type of request. For the list of values, see Route Call Detail Fields. | DBSMALLINT | NOT NULL | ||
RouteID | Foreign key from the Route table. This system software identifier specifies the route where the call was sent. A route is a value that is returned by a routing script that maps to a target at a peripheral. This target can be a service, skill group, agent, or translation route. The value (for example, 5000), is unique among all routes in the enterprise. It is taken from the Route table in the Unified ICM central database. Route IDs are generated automatically when a route is configured in the Route Configuration window of Unified ICM Configuration Manager. | DBINT | FK NULL | ||
RouterCallKey | A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. | DBINT | NOT NULL | ||
RouterCallKeyDay | A value indicating the day that the call was received and the Route_Call_Detail record was created. | DBINT | NOT NULL | ||
RouterCallKeySequenceNumber | A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. For PG routing clients, this field defines the Termination_Call_Detail instance that initiated the route request. | DBINT | NULL | ||
RouterErrorCode | Error code from the CallRouter process. See Router Error Codes for the complete list of RouterError codes. | DBSMALLINT | NULL | ||
RouterQueueTime | Number of seconds the call was held in the CallRouter queue. | DBINT | NULL | ||
RoutingClientCallKey | Call counter generated by the routing client in a private network. The counter occasionally resets, so duplicate values do occur. | DBINT | NULL | ||
RoutingClientID | Foreign key from the Routing Client table. This is a unique identifier for this routing client. The routing client ID is generated automatically when the routing client is configured in the Routing Client Configuration window of Unified ICM Configuration Manager. | DBSMALLINT | FK NOT NULL | ||
ScriptID | Foreign key from Script table. Indicates the script used to route the call. This unique identifier is generated automatically by the system software. | DBINT | FK NULL | ||
TargetLabel | The label associated with the ultimate target at the switch. For a translation routed call, this is the label of the final destination, not of the translation route itself. If the label for the call is configured, this will be the same as the Label field of the label specified by TargetLabelID. If the label for the call is not configured, this is the final label for the call and TargetLabelID will be NULL. | VNAME32 | NULL | ||
TargetLabelID | The label associated with the ultimate target at the switch. For a translation routed call, this is the label of the final destination, not of the translation route itself. | DBINT | NULL | ||
TargetType | A numeric value representing the execution result of the routing script. To see the list of values, see Route Call Detail Fields. | 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 | NULL | ||
Unused | This field is reserved. | CHAR(4) | NULL | ||
UserToUser | ISDN private network User to User information. | VARCHAR(131) | NULL | ||
Variable1 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable2 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable3 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable4 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable5 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable6 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable7 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable8 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable9 | User-defined call variable. | VARCHAR(40) | NULL | ||
Variable10 | User-defined call variable. | VARCHAR(40) | NULL | ||
VruProgress | The VRUProgress call variable value. | DBINT | NULL | ||
VruScripts | Number of VRU Script nodes encountered by the call. | DBINT | NULL |
Route_Call_Variable
This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.
It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.
Each row records the value of an expanded call variable for a call routed by the system software. If the expanded call variable is an array, one Route_Call_Variable row is generated for each element of the array. Therefore, the system software generates a Route_Call_Variable record for each enabled persistent expanded call variable for every routing request it processes.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.
Related Tables
Expanded_Call_Variable (via ExpandedCallVariableID)
Route_Call_Detail (RCDRecoveryKey maps to Route_Call_Detail.RecoveryKey)
Table 328. Indexes for Route_Call_Variable Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Route_Call_Variable | Clustered, unique, unique key located on PRIMARY | RCDRecoveryKey, ExpandedCallVariableID, ArrayIndex |
XIE1Route_Call_Variable | Nonclustered located on PRIMARY | DateTime |
XIE2Route_Call_Variable | Nonclustered located on PRIMARY | DbDateTime |
XPKRoute_Call_Variable | Nonclustered, unique, primary key located on PRIMARY | RecoveryKey |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ArrayIndex | If the expanded call variable is an array, this identifies the array element: 0 to N-1, where N is the size of the array. | DBINT | AK-2 NOT NULL |
DateTime | The date and time when the call was routed. | DBSMALLDATE | IE-1 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-2 NULL |
ECCValue | The value of the call variable or array element. | VARCHAR(255) | NULL |
ExpandedCallVariableID | Identifies the expanded call variable. | DBSMALLINT | AK-2, FK NOT NULL |
RCDRecoveryKey | The RecoveryKey value from the associated Route_Call_Detail row. | DBFLT8 | AK-2 NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
Route_Five_Minute
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
It gets populated on central and HDS databases. Each row contains statistics about a route during the most recent five-minute interval. The system software generates Route_Five_Minute records for each route.
Related Table
Route (via RouteID)
Table 330. Indexes for Route_Five_Minute Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Route_Five_Minute | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKRoute_Five_Minute | Clustered, unique, primary key located on PRIMARY | DateTime, RouteID, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentsTalking | Number of agents in the Talking state for the route at the end of the five-minute interval. | DBINT | NULL |
AvgDelayQAbandTo5 | Average delay time of abandoned calls in queue for the route during the five-minute interval. | DBINT | NULL |
AvgDelayQNow | Average delay in queue for the route at the end of the five-minute interval. | DBINT | NULL |
AvgHandleTimeTo5 | Average handle time in seconds for calls to the route ending during the five-minute interval. This includes any HoldTime, TalkTime, and WorkTime associated with the call. The HandleTime and AvgHandleTime values are updated in the database when the after-call work time associated with the call (if any) is completed. | DBINT | NULL |
AvgSpeedAnswerTo5 | Average answer wait time for all incoming calls to the route during the five-minute interval. | DBINT | NULL |
AvgTalkTimeTo5 | Average talk time in seconds for calls to the route ending during the five-minute interval. Talk time is populated with the TalkTime and HoldTime associated with call to the route. | DBINT | NULL |
CallsAbandQToday | Running total of calls to the route abandoned in queue since midnight. | DBINT | NULL |
CallsAnsweredTo5 | Number of calls to the route answered during the five-minute DBINTerval. | DBINT | NULL |
CallsAnsweredToday | Number of calls to the route answered since midnight. | DBINT | NULL |
CallsHandledTo5 | Number of calls to the route handled during the five-minute DBINTerval. A call is counted as handled when the call is finished (that is, when any after-call work associated with the call is completed). Handled Call
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL |
CallsHandledToday | Running total of calls to the route handled at the peripheral since midnight. CallsHandled includes all calls handled by any answering resource for the route (for example, an IVR, agent, or voice mail port). | DBINT | NULL |
CallsIncomingToday | Running total of incoming calls to this route since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). | DBINT | NULL |
CallsInProgress | The total number of inbound and outbound calls that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the route at the end of the five-minute interval. | DBINT | NULL |
CallsLeftQTo5 | Number of calls to the route that were removed from the queue during the five-minute interval (includes abandoned calls). | DBINT | NULL |
CallsOfferedTo5 | Number of calls to the route offered in the five-minute interval. The CallsOffered count includes calls that are overflowed and transferred into the service or route. A call is counted as offered as soon as it is associated with a route. | DBINT | NULL |
CallsOfferedToday | Running total of incoming calls plus internal calls offered to the route since midnight. | DBINT | NULL |
CallsQNow | Calls in queue for the route at the peripheral at the end of the interval. | DBINT | NULL |
CallsRoutedToday | Running total of calls the system software sent to the route since midnight. | DBINT | NULL |
DateTime | The Central Controller date and time at the start of the five-minute interval. | DBSMALLDATE | PK NOT NULL |
LongestCallQ | Length of time that the longest call in the queue for the route had been there at the end of the five-minute interval. | DBINT | 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/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
RouteID | Foreign key from the Route table. | DBINT | PK, FK NOT NULL |
ServiceLevelAbandTo5 | Total of calls to the route abandoned within the service level threshold during the five-minute interval. | DBINT | NULL |
ServiceLevelAbandToday | Cumulative total of calls to the route abandoned within the service level threshold since midnight. | DBINT | NULL |
ServiceLevelCallsOfferedTo5 | Total number of calls to the route that had a service level event during the five-minute interval. | DBINT | NULL |
ServiceLevelCallsOfferedToday | Total number of calls to the route that had a service level event since midnight. | DBINT | NULL |
ServiceLevelCallsQHeld | Number of calls to the route that had been in queue longer than the service level threshold as of the end of the five-minute interval. | DBINT | NULL |
ServiceLevelCallsTo5 | Total of calls to the route answered within the service level threshold during the five-minute interval. | DBINT | NULL |
ServiceLevelCallsToday | Cumulative total of calls to the route answered within the service level since midnight. | DBINT | NULL |
ServiceLevelTo5 | Service level for the route for the five-minute interval. | DBFLT4 | NULL |
ServiceLevelToday | Cumulative service level for this route since midnight. The system software uses the same type of calculation as specified for the service associated with the route. | DBFLT4 | 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 |
Unused1 | This field is not used. | DBFLT4 | NULL |
Route_Half_Hour
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Central database only. Each row contains statistics for each route during the most recent 30-minute interval. The system software generates Route_Half_Hour records for each route.
Related Table
Route (via RouteID)
Table 332. Indexes for Route_Half_Hour Tableindex_name | index_description | index_keys |
---|---|---|
XAK1Route_Half_Hour | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Route_Half_Hour | nonclustered located on PRIMARY | DbDateTime |
XPKRoute_Half_Hour | clustered, unique, primary key located on PRIMARY | DateTime, RouteID, TimeZone |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AnswerWaitTimeToHalf | Sum of answer wait time in seconds for all incoming calls to the route during the half-hour interval. | DBINT | NULL |
AvgDelayQAbandToHalf | Average delay time of calls to the route that were abandoned in queue during the half-hour interval. This value is calculated as follows: DelayQAbandTimeToHalf / CallsAbandQToHalf | DBINT | NULL |
AvgDelayQToHalf | Average delay in seconds for calls queued for the route during the half-hour interval. The value is calculated as follows: DelayQTimeToHalf / CallsQToHalf | DBINT | NULL |
AvgHandleTimeToHalf | The average handled calls time in seconds for calls counted as handled for the route during the half-hour interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. This value is calculated as follows: HandleTimeToHalf / CallsHandledToHalf. The AvgHandleTime value is counted when the after-call work time associated with the call is completed, and the database is updated every half hour. | DBINT | NULL |
AvgSpeedAnswerToHalf | Average answer wait time for all incoming calls to the route in the half-hour interval. This value is calculated as follows: AnswerWaitTimeToHalf / CallsAnsweredToHalf | DBINT | NULL |
AvgTalkTimeToHalf | The average talk time in seconds for calls to the route. Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the route (from Termination_Call_Detail). This value is calculated as follows: TalkTimeToHalf / CallsHandledToHalf .The field is counted when all after-call work associated with the call is completed, and the database is updated every half hour. | DBINT | NULL |
BlindTransfersOutToHalf | The number of calls that were blind transferred out for this route during the half-hour interval. | DBINT | NULL |
CallsAbandQToHalf | Number of calls abandoned in queue on this route during the half-hour interval. | DBINT | NULL |
CallsAnsweredToHalf | The total number of calls answered by agents, IVRs, or voice-mail ports for the route during the half-hour interval. | DBINT | NULL |
CallsHandledToHalf | Total number of calls handled on this route during the half-hour interval. CallsHandled includes all calls handled by any answering resource for the route (for example, an IVR, agent, or voice mail port). A handled call is:
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL |
CallsIncomingToHalf | Total of incoming calls on this route during the half-hour interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). | DBINT | NULL |
CallsOfferedToHalf | Total of incoming calls plus internal calls offered on this route during the half-hour interval. | DBINT | NULL |
CallsQToHalf | Number of calls to the route in queue during the half-hour interval. A call that queues multiple times is counted as queued once for the route. | DBINT | NULL |
CallsRoutedToHalf | Total calls the system software sent to this route during the half-hour interval. | DBINT | NULL |
DateTime | The date and time at the start of the half-hour 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 |
DelayQAbandTimeToHalf | The total number of seconds that calls to the route that were abandoned in queue waited during the interval. These are calls that existed in the queue but were abandoned before being handled by an agent or trunk device. | DBINT | NULL |
DelayQTimeToHalf | Sum of delay time of all calls in queue for the route during the half-hour interval. This field is populated with the LocalQTime from the Termination_Call_Detail record. | DBINT | NULL |
ForcedClosedCallsToHalf | The number of calls to the route that were determined to be closed following an interruption in data during the half-hour interval. ForcedClosedCalls are calls that terminated because of errors tracking the call's state transition. Calls may become forced closed if there is lack of events from the ACD's CTI interfaces (for example, a lack of a Disconnect event, or failure on the switch's CTI connection). | DBINT | NULL |
HandleTimeToHalf | The total time in seconds that calls were handled for the route during the half-hour interval. Handle time is tracked only for inbound ACD calls that are counted as handled for the route. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any HoldTime, TalkTime, and WorkTime associated with the call. The HandleTime and AvgHandleTime values are updated in the database when the after-call work time associated with the call is completed. | DBINT | NULL |
HoldTimeToHalf | Total hold time in seconds for calls to the route that ended during the half-hour interval. | DBINT | NULL |
LongestCallAbandTime | The longest time in seconds a call was in queue for the route before being abandoned during the half-hour interval. This includes the LocalQTime, DelayTime, and RingTime. | DBINT | NULL |
LongestCallDelayQTime | The longest time in seconds a call was in queue for the route before being answered during the half-hour interval. This includes the LocalQTime for the call. | DBINT | NULL |
OverflowInToHalf | Number of calls that the peripheral retargeted, or overflowed, into the route during the half-hour interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). | DBINT | NULL |
OverflowOutToHalf | Number of calls the peripheral retargeted, or overflowed, out of the route during the half-hour interval. The system software keeps counts of the number of calls moved our of each service or route (overflowed out) and moved into each service or route (overflowed in). | DBINT | 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/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
RedirectNoAnsCallsToHalf | Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour 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 |
RouteID | Foreign key from the Route table. | DBINT | PK, FK NOT NULL |
ServiceLevelAbandToHalf | Cumulative total of calls to the route abandoned within the service level during the half-hour interval. | DBINT | NULL |
ServiceLevelCallsOfferedToHalf | Number of calls to the route that have had a service level event during the current half-hour interval. | DBINT | NULL |
ServiceLevelCallsToHalf | Cumulative total of calls to the route answered within the service level during the half-hour interval. | DBINT | NULL |
ServiceLevelToHalf | Cumulative service level for the route during the half-hour interval. The system software uses the same type of service level calculation as specified for the service associated with the route. | DBFLT4 | NULL |
ServiceLevelType | Service Level Type used to calculate Service level for this interval | DBINT | NULL |
ShortCallsTimeToHalf | The time, in seconds, accumulated by calls that were too short to be counted as abandoned during the half-hour interval. These calls were abandoned before the abandoned call wait time expired. | DBINT | NULL |
ShortCallsToHalf | The total number of calls to the route that were too short to be considered abandoned during the half-hour interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. | DBINT | NULL |
TalkTimeToHalf | The number of seconds the call was talking plus the number of seconds the call was on hold. TalkTime for routes and services is taken from the TalkTime and HoldTime. It is counted when any after-call work associated with the call is completed, and the database is updated every half hour. | 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 | NOT NULL |
Route_Real_Time
Table
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Local database only.
Each row contains real time information about a route. The system software generates a Route_Real_Time record for each route.
Related Table
Route (via RouteID)
Table 334. Indexes for Route_Real_Time Tableindex_name | index_description | index_keys |
---|---|---|
XPKRoute_Real_Time | clustered, unique, primary key located on PRIMARY | RouteID |
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentsTalking | Number of agents for the route currently in the talking state | DBINT | NULL |
AnswerWaitTimeHalf | Sum of answer wait time in seconds for all calls offered to the route during the current half-hour interval. | DBINT | NULL |
AnswerWaitTimeTo5 | Sum of answer wait time in seconds for all calls offered to the route during the rolling five-minute interval. | DBINT | NULL |
AnswerWaitTimeToday | Sum of answer wait time in seconds for all calls offered to the route since midnight. | DBINT | NULL |
AvgDelayQAbandTo5 | Average delay time of abandoned calls in queue for the route during the rolling five-minute interval: DelayQAbandTimeTo5 / CallsAbandQTo5. | DBINT | NULL |
AvgDelayQNow | Average delay for calls to the route currently in queue. | DBINT | NULL |
AvgHandleTimeTo5 | Average handle time in seconds for calls to the route ending during the rolling five-minute interval: HandleTimeTo5 / CallsHandledTo5. | DBINT | NULL |
AvgSpeedAnswerTo5 | Average answer wait time for all calls offered to the route during the rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5. | DBINT | NULL |
AvgTalkTimeTo5 | Average talk time in seconds for calls to the route ending during the rolling five-minute interval: TalkTimeTo5 / CallsHandledTo5. | DBINT | NULL |
CallsAbandQHalf | Number of calls to this route abandoned while in queue or ringing during the current half-hour interval. | DBINT | NULL |
CallsAbandQTo5 | Number of calls to the route abandoned while in queue or ringing during the rolling five-minute interval. | DBINT | NULL |
CallsAbandQToday | Number of calls to this route abandoned while in queue or ringing since midnight. | DBINT | NULL |
CallsAnsweredHalf | Number of calls to the route answered by agents during the current half-hour interval. | DBINT | NULL |
CallsAnsweredTo5 | Number of calls to the route answered by agents during the rolling five-minute interval. | DBINT | NULL |
CallsAnsweredToday | Number of calls to the route answered by agents since midnight. | DBINT | NULL |
CallsHandledHalf | Number of calls handled on the route during the current half-hour interval. A handled call is:
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL |
CallsHandledTo5 | Number of calls handled for the route during the rolling five-minute interval. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL |
CallsHandledToday | Number of calls handled on the route since midnight. | DBINT | NULL |
CallsIncomingHalf | Number of incoming calls on this route during the current half-hour interval. | DBINT | NULL |
CallsIncomingToday | Number of incoming calls on this route since midnight. | DBINT | NULL |
CallsInProgress | Number of calls in queue or being handled on this route now. | DBINT | NULL |
CallsLeftQTo5 | Number of calls to the route that were removed from the queue during the rolling five-minute interval (includes abandoned calls). | DBINT | NULL |
CallsOfferedHalf | Number of incoming calls plus internal calls offered on this route during the current half-hour interval. | DBINT | NULL |
CallsOfferedTo5 | Number of calls offered to the route during the rolling five-minute interval. | DBINT | NULL |
CallsOfferedToday | Number of incoming calls plus internal calls offered on this route since midnight. | DBINT | NULL |
CallsQNow | Number of calls to the route in queue now at the peripheral. | DBINT | NULL |
CallsQNowTime | Total queue time in seconds for all calls to the route currently in queue. | DBINT | NULL |
CallsRoutedHalf | Number of calls sent on this route during the current half-hour interval. | DBINT | NULL |
CallsRoutedToday | Number of calls the system software sent to this route since midnight. | DBINT | NULL |
DateTime | Date and time that this data was last updated. | DBDATETIME | NOT NULL |
DelayQAbandTimeTo5 | Sum of delay time of all calls to route abandoned in queue during the rolling five-minute interval. | DBINT | NULL |
HandleTimeHalf | Total handle time in seconds for calls to the route ending during the current half-hour interval. | DBINT | NULL |
HandleTimeTo5 | Total handle time in seconds for calls to the route ending during the rolling five-minute interval. | DBINT | NULL |
HandleTimeToday | Total handle time in seconds for calls to the route ending since midnight. | DBINT | NULL |
HoldTimeHalf | The total hold time in seconds for calls to the route ending during the current half-hour interval. | DBINT | NULL |
HoldTimeTo5 | The total hold time in seconds for calls to the route ending during the rolling five-minute interval. | DBINT | NULL |
HoldTimeToday | The total hold time in seconds for calls to the route ending since midnight. | DBINT | NULL |
LongestCallQ | TTime that the longest call in the queue for the route was put there. | DBDATETIME | NULL |
OverflowInNow | Number of overflowed in calls now in queue or in progress for the route. | DBINT | NULL |
OverflowOutNow | Number of overflowed out calls for the route now in queue or in progress elsewhere. | DBINT | NULL |
RedirectNoAnsCallsHalf | Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval. | DBINT | NULL |
RedirectNoAnsCallsTo5 | Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the rolling five-minute interval. | DBINT | NULL |
RedirectNoAnsCallsToday | Number of calls that rang at an agent's terminal and redirected on failure to answer in this service since midnight. | DBINT | NULL |
RouteID | Foreign key from the Route table. | DBINT | PK, FK NOT NULL |
ServiceLevelAbandHalf | Number of calls to the route abandoned within the service level threshold during the current half-hour interval. | DBINT | NULL |
ServiceLevelAbandTo5 | Number of calls abandoned within the service level threshold during the rolling five-minute interval. | DBINT | NULL |
ServiceLevelAbandToday | Number of calls to the route abandoned within the service level threshold since midnight. | DBINT | NULL |
ServiceLevelCallsHalf | Number of calls to the route answered within the service level threshold during the current half-hour interval. | DBINT | NULL |
ServiceLevelCallsOfferedHalf | Number of calls to the route that have had a service level event during the current half-hour interval. | DBINT | NULL |
ServiceLevelCallsOfferedTo5 | Number of calls to the route that have been either answered or abandoned during the rolling five-minute interval. | DBINT | NULL |
ServiceLevelCallsOfferedToday | Number of calls to the route that have had a service level event since midnight. | DBINT | NULL |
ServiceLevelCallsQHeld | Number of calls to the route currently in queue for longer than the service level threshold. | DBINT | NULL |
ServiceLevelCallsTo5 | Number of calls to the route answered within the service level threshold during the rolling five-minute interval. | DBINT | NULL |
ServiceLevelCallsToday | Number of calls to the route answered within the service level threshold since midnight. | DBINT | NULL |
ServiceLevelHalf | Service level for the route during the current half-hour interval. | DBFLT4 | NULL |
ServiceLevelTo5 | Service level for the route during the rolling five-minute interval. | DBFLT4 | NULL |
ServiceLevelToday | Service level for the route since midnight. The system software uses the same type of calculation as specified for the service associated with the route. | DBFLT4 | NULL |
TalkTimeHalf | The total talk time in seconds for calls to the route ending during the current half-hour interval. | DBINT | NULL |
TalkTimeTo5 | The total talk time in seconds for calls to the route ending during the rolling five-minute interval. | DBINT | NULL |
TalkTimeToday | The total talk time in seconds for calls to the route ending since midnight. | DBINT | NULL |
Router_Queue_Interval
This table defines the statistics about each Precision Queue during the last 15 or 30 minute interval.
Table 336. Indexes for Router_Queue_Interval Table
index_name | index_description | index_keys |
---|---|---|
XAK1Router_Queue_Interval | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Router_Queue_Interva | nonclustered located on PRIMARY | DbDateTime |
XPKRouter_Queue_Interval | Clustered unique primary key located on PRIMARY | DateTime, PrecisionQueueID, TimeZone |
Table 337. Fields in Router_Queue_Interval Table
Name | Description | Data Type | Keys and NULL Option | ||||
---|---|---|---|---|---|---|---|
AbandInterval1 | The number of calls abandoned within Interval 1. For Router Queue Interval, AbandInterval is calculated from the time the call is queued to a skill group or a precision queue, to the time the call is abandoned. This includes any requery time. | DBINT | NULL | ||||
AbandInterval2 | Number of calls abandoned within interval 2. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval3 | Number of calls abandoned within interval 3. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval4 | Number of calls abandoned within interval 4. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval5 | Number of calls abandoned within interval 5. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval6 | Number of calls abandoned within interval 6. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval7 | Number of calls abandoned within interval 7. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval8 | Number of calls abandoned within interval 8. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval9 | Number of calls abandoned within interval 9. See AbandInterval1. | DBINT | NULL | ||||
AbandInterval10 | Number of calls abandoned within interval 10. See AbandInterval1. | DBINT | NULL | ||||
AbandStep1 | Number of calls abandoned in step 1. | DBINT | NULL | ||||
AbandStep2 | Number of calls abandoned in step 2. | DBINT | NULL | ||||
AbandStep3 | Number of calls abandoned in step 3. | DBINT | NULL | ||||
AbandStep4 | Number of calls abandoned in step 4. | DBINT | NULL | ||||
AbandStep5 | Number of calls abandoned in step 5. | DBINT | NULL | ||||
AbandStep6 | Number of calls abandoned in step 6. | DBINT | NULL | ||||
AbandStep7 | Number of calls abandoned in step 7. | DBINT | NULL | ||||
AbandStep8 | Number of calls abandoned in step 8. | DBINT | NULL | ||||
AbandStep9 | Number of calls abandoned in step 9. | DBINT | NULL | ||||
AbandStep10 | Number of calls abandoned in step 10. | DBINT | NULL | ||||
AnsInterval1 | The number of calls answered within Interval 1. For Router Queue Interval, AnsInterval is calculated from the time the call is queued to a skill group or a precision queue, to the time the call is answered. This includes any requery time. | DBINT | NULL | ||||
AnsInterval2 | Number of calls answered within interval 2. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval3 | Number of calls answered within interval 3. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval4 | Number of calls answered within interval 4. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval5 | Number of calls answered within interval 5. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval6 | Number of calls answered within interval 6. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval7 | Number of calls answered within interval 7. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval8 | Number of calls answered within interval 8. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval9 | Number of calls answered within interval 9. See AnsInterval1. | DBINT | NULL | ||||
AnsInterval10 | Number of calls answered within interval 10. See AnsInterval1. | DBINT | NULL | ||||
AnsStep1 | Number of calls answered in step 1. | DBINT | NULL | ||||
AnsStep2 | Number of calls answered in step 2. | DBINT | NULL | ||||
AnsStep3 | Number of calls answered in step 3. | DBINT | NULL | ||||
AnsStep4 | Number of calls answered in step 4. | DBINT | NULL | ||||
AnsStep5 | Number of calls answered in step 5. | DBINT | NULL | ||||
AnsStep6 | Number of calls answered in step 6. | DBINT | NULL | ||||
AnsStep7 | Number of calls answered in step 7. | DBINT | NULL | ||||
AnsStep8 | Number of calls answered in step 8. | DBINT | NULL | ||||
AnsStep9 | Number of calls answered in step 9. | DBINT | NULL | ||||
AnsStep10 | Number of calls answered in step 10. | 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. | DBINT | NULL | ||||
AttributeID7 | Attribute 7 associated with the precision queue. | DBINT | NULL | ||||
AttributeID8 | Attribute 8 associated with the precision queue. | DBINT | NULL | ||||
AttributeID9 | Attribute 9 associated with the precision queue. | DBINT | NULL | ||||
AttributeID10 | Attribute 10 associated with the precision queue. | DBINT | NULL | ||||
BucketIntervalID | Foreign Key to the BucketInterval table. | DBINT | NULL | ||||
CallsAbandDequeued | The number of calls that were abandoned and de-queued from this Precision Queue. When a call is queued to multiple Skill Groups or Precision Queues and abandoned, the CallsAbandQ field is incremented for one Skill Group or Precision Queue and CallsAbandDequeued is incremented for all of the other skill groups and or Precision Queues. The Skill Group or Precision Queue that is charged with the abandon is the one to which the call had been continuously queued to the longest at the time of the abandon. Normally, this would be the first Skill Group or Precision Queue the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order. The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. This value is set by the Call Router. | DBINT | NULL | ||||
CallsAbandToAgent | In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups. | DBINT | NULL | ||||
CallsAbandQ | Number of calls queued to the group by the CallRouter that were abandoned during the half- hour interval. This field is set by the CallRouter. | DBINT | NULL | ||||
CallsAnswered | Number of calls answered by this precision queue across all peripherals. | DBINT | NULL | ||||
CallsDequeued | The number of calls that were de-queued from this skill group to be routed to another Skill Group or Precision Queue in the reporting interval. This field is also incremented when a call is de-queued via Cancel Queue node. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. | DBINT | NULL | ||||
CallsOffered | The number of calls routed or queued for the Precision Queue in the reporting interval. This value is set by the Call Router. This fields does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOffered field of Skill_Group tables.
This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. This value is incremented by:
| DBINT | NULL | ||||
DateTime | The date and time at the start of the reporting interval. | DBSMALLDATE | 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 | NULL | ||||
DelayQAbandTime | The summation of time spent waiting in queue with this skill group by callers that abandon before being routed to an agent. | DBINT | NULL | ||||
RedirectNoAnsCalls | The value represents the number of calls that reached an agent's terminal and been redirected on failure to answer in this Precision Queue during the current reporting interval. | DBINT | NULL | ||||
CallsHandled | The value represents the number of inbound routed calls answered and wrap-up completed by agents associated with this Precision Queue during the reporting interval. This field is applicable for Unified CCE. A handled call is either:
| DBINT | NULL | ||||
FutureUseInt1 | The value represents the number of abandoned short calls. If the call abandons before the Abandon Call Wait Time threshold, the call is reported as a short call. For every abandoned short call, the value is incremented by 1. | 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 | ||||
MaxCallsQueued | The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued. | DBINT | NULL | ||||
MaxCallWaitTime | The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable. | DBINT | NULL | ||||
OfferedStep1 | Number of calls offered in step 1. | DBINT | NULL | ||||
OfferedStep2 | Number of calls offered in step 2. | DBINT | NULL | ||||
OfferedStep3 | Number of calls offered in step 3. | DBINT | NULL | ||||
OfferedStep4 | Number of calls offered in step 4. | DBINT | NULL | ||||
OfferedStep5 | Number of calls offered in step 5. | DBINT | NULL | ||||
OfferedStep6 | Number of calls offered in step 6. | DBINT | NULL | ||||
OfferedStep7 | Number of calls offered in step 7. | DBINT | NULL | ||||
OfferedStep8 | Number of calls offered in step 8. | DBINT | NULL | ||||
OfferedStep9 | Number of calls offered in step 9. | DBINT | NULL | ||||
OfferedStep10 | Number of calls offered in step 10. | DBINT | NULL | ||||
PrecisionQueueID | Reserved for future use. | DBINT | NULL | ||||
PickRequests | The total number of pick requests successfully routed by the precision queue. | DBINT | NULL | ||||
PullRequests | The total number of pull requests successfully routed by the precision queue. | DBINT | NULL | ||||
PickErrors | Number of pick requests resulting in an error. | DBINT | NULL | ||||
PullErrors | Number of pull requests resulting in an error. | DBINT | NULL | ||||
QueueCalls | Number of calls queued to the group by the CallRouter during the reporting interval. This field is set by the CallRouter. | DBINT | 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/Unified CCE software to track the record. | DBFLT8 | NOT NULL | ||||
ReportingHalfHour | The value indicates Half Hour boundary interval (0 - 47). Two 15 minute interval records will have a unique half hour boundary value. | 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 | ||||
RoutedToAgent | Number of calls sent to an agent using this precision queue. | DBINT | NULL | ||||
RouteError | The number of calls that resulted in an error condition in the reporting interval. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. | DBINT | NULL | ||||
ServiceLevel | Service Level for the skill group during the reporting interval. This value is computed based on the ServiceLevelCalls, ServiceLevelCallsoffered, ServiceLevelCallsAband and CallsDequeued. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are:
| DBFLT4 | NULL | ||||
ServiceLevelCalls | For Router Queue Interval, ServiceLevelCalls is calculated from the time the call type changes to the time the call is answered. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router will increment this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented.
| DBINT | NULL | ||||
ServiceLevelCallsAband | For Router Queue Interval, ServiceLevelAband is calculated from the time the call type changes to the time the call is abandoned. The number of calls that abandoned within the skill group ServiceLevel threshold in the reporting interval. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router will increment this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. Other Skill Groups will have ServiceLevelCallsDequeued incremented. Dequeuing the call via Cancel Node has no impact on ServiceLevelCallsAband.
| DBINT | NULL | ||||
ServiceLevelCallsDequeue | The number of queued calls de-queued from a skill group within the skill ServiceLevel threshold in the reporting interval. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. Note: This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. | DBINT | NULL | ||||
ServiceLevelCallsOffered | The number of calls routed to a skill group or queued for a skill group in the reporting interval. Includes the following categories of calls:
| DBINT | NULL | ||||
ServiceLevelError | The calls that ended in Error state within the skill group Service Level threshold during the reporting interval
| DBINT | NULL | ||||
ServiceLevelRONA | The calls that redirected on no answer within the Service Level threshold during the reporting interval. These calls are part of the ServiceLevelCallsOffered. Note: This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||
SkipStep1 | Number of calls skipped due to Consider If in step 1. | DBINT | NULL | ||||
SkipStep2 | Number of calls skipped due to Consider If in step 2. | DBINT | NULL | ||||
SkipStep3 | Number of calls skipped due to Consider If in step 3. | DBINT | NULL | ||||
SkipStep4 | Number of calls skipped due to Consider If in step 4. | DBINT | NULL | ||||
SkipStep5 | Number of calls skipped due to Consider If in step 5. | DBINT | NULL | ||||
SkipStep6 | Number of calls skipped due to Consider If in step 6. | DBINT | NULL | ||||
SkipStep7 | Number of calls skipped due to Consider If in step 7. | DBINT | NULL | ||||
SkipStep8 | Number of calls skipped due to Consider If in step 8. | DBINT | NULL | ||||
SkipStep9 | Number of calls skipped due to Consider If in step 9. | DBINT | NULL | ||||
SkipStep10 | Number of calls skipped due to Consider If in step 10. | 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 | NOT NULL |
Routing_Client
This is in the Device category (see Device). For database rules, see Device Tables.
Each row corresponds to a routing client; that is, an entity that can submit routing requests to the system software. A routing client can be either a Network Interface Controller (NIC) or a Peripheral Gateway (PG).
Use the NIC Explorer tool to add, update, and delete Routing_Client records.
Related Tables
Default_Call_Type (via RoutingClientID)
Dialed_Number (via RoutingClientID)
Label (via RoutingClientID)
Logical_Interface_Controller (via LogicalControllerID)
Peripheral (via PeripheralID)
Route_Call_Detail (via RoutingClientID)
Routing_Client_Five_Minute (via RoutingClientID)
Translation_Route_Half_Hour (via RoutingClientID)
Table 338. Indexes for Routing_Client Table
index_name | index_description | index_keys |
---|---|---|
XAK1Routing_Client | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Routing_Client | nonclustered located on PRIMARY | PeripheralID |
XIE2Routing_Client | nonclustered located on PRIMARY | LogicalControllerID |
XPKRouting_Client | clustered, unique, primary key located on PRIMARY | RoutingClientID |
Table 339. Fields in Routing_Client Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ClientType | The type of client. For an ICRP NIC, this is the type of the ultimate client on the Network ICM. In all other cases, it is the same as the Logical Interface Controller's ClientType. To see Client Type values, see Client Type. | DBSMALLINT | NOT NULL |
ConfigParam | String containing information specific to a routing client device (for example, a subsystem number). A null value indicates no configuration parameters are provided. | varchar(255) | NULL |
CongestionTreatmentMode | Congestion treatment mode for routing clients. Values for this field include the following:
| DBINT | NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DefaultLabel | Default label for the routing client to treat the call. This label will respond when congestion treatment is set to Treat call with System Default Label (3). The label will be sent only to the calls to be rejected. | VNAME32 | NULL |
DefaultMRDomainID | The default Media Routing Domain associated with this routing client. | DBINT | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the routing client. | DESCRIPTION | NULL |
DialedNumberLabelMapPresent |
| DBSMALLINT | NOT NULL |
EnterpriseName | An enterprise name for this routing client. The name must be unique among all routing clients in the enterprise. | VNAME32 | AK-1 NOT NULL |
LateThreshold | Threshold value, in milliseconds, for classifying responses as late. Any response that exceeds this threshold is considered late even if it does not exceed the TimeoutThreshold. | DBSMALLINT | NOT NULL |
LogicalControllerID | Specifies the logical interface controller (PG or NIC) that services the routing client. | DBSMALLINT | FK,, IE-2 NOT NULL |
NetworkRoutingClient | A name used to associate routing clients across instances. | VNAME32 | NULL |
NetworkTransferPreferred | When the target of a call transfer is reachable by both a label defined for the requesting routing client and by another label defined for the network routing client that pre-routed the call, this column indicates which choice is preferred. Stored as a character:
| DBCHAR | NOT NULL |
PeripheralID | Indicates which peripheral is acting as the interface to the system software within a private network. | DBSMALLINT | FK, IE-1 NULL |
RoutingClientID | Unique identifier for this routing client. | DBSMALLINT | PK NOT NULL |
RoutingType | Type of routing for MR client type. The value is NONE by default, or Multichannel when implemented with Social Media. | DBINT | NULL |
TimeoutLimit | Maximum time, in seconds, for which the routing client waits for a response. If the routing client receives no responses from the system software within this limit, it terminates routing operation. | DBSMALLINT | NOT NULL |
TimeoutThreshold | Maximum time, in milliseconds, the routing client can wait for a response to a routing request. The NIC sends a default response slightly before this threshold. | DBSMALLINT | NOT NULL |
Routing_Client_Five_Minute
This is in the Device category (see Device). For database rules, see Device Tables.
It gets populated on central and HDS databases. This table contains statistics for each routing client during the five-minute interval.
The system software generates Routing_Client_Five_Minute records for each routing client.
Related Tables
Physical_Interface_Controller (via PhysicalControllerID)
Routing_Client (via RoutingClientID)
Table 340. Indexes for Routing_Client_Five_Minute Table
index_name | index_description | index_keys |
---|---|---|
XAK1Routing_Client_Five_Minute | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKRouting_Client_Five_Minute | clustered, unique, primary key located on PRIMARY | DateTime, RoutingClientID, PhysicalControllerID, TimeZone |
Table 341. Fields in Routing_Client_Five_Minute Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AbandonTo5 | Number of Abandoned messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
ActivityTestTo5 | Number of Activity Test messages sent during the five-minute interval. | DBINT | NULL | ||
AnnouncementTo5 | Number of announcement labels the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
AnswerTo5 | Number of Answered messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
CalledPartyBusyTo5 | Number of Called Party Busy messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
CallEventReportTo5 | Number of Call Event Report messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
CallGapTo5 | Number of Call Gap messages the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
CallRouterQueueTo5 | Number of CallRouter queue messages the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
CircularRouteResponsesTo5 | The number of responses to the routing client during the five-minute interval in which the destination is the same as the source. | DBINT | NOT NULL | ||
CongestionDurationTo5 | Congestion duration in number of seconds during the five minute interval. | DBINT | NULL | ||
ConnectTo5 | Number of Connect messages the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
DateTime | Central Controller date and time at the start of the five-minute 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 | ||
DestinationTo5 | Number of destination labels the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
DialogErrorConfTo5 | Number of Dialog Fail Confirm messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
DialogFailTo5 | Number of Dialog Fail messages the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
DiscardedCallsTo5 | During the five-minute, the number of requests from the routing client discarded because of an internal constraint, such as buffering. | DBINT | NOT NULL | ||
DisconnectTo5 | Number of Disconnect messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
HighestCongestionLevelTo5 | Highest congestion level in a five-minute interval. | DBINT | NULL | ||
Histogram0 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram1 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram2 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram3 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram4 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram5 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram6 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram7 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram8 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram9 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram10 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram11 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram12 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram13 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram14 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram15 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram16 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram17 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram18 | The number of calls routed in a 100-millisecond period. | DBINT | NULL | ||
Histogram19 | Number of responses to the routing client that exceeded the late threshold but did not timeout. | DBINT | NULL | ||
LateCallsTo5 | Total number of calls during the five-minute interval that were responded to after the late threshold. | DBINT | NOT NULL | ||
MaxDelay | Maximum delay, in milliseconds, of responses to the routing client during the five-minute interval. | DBINT | NOT NULL | ||
MeanResponseTo5 | Mean time, in milliseconds, for the responses to the routing client during the five-minute interval. | DBINT | NOT NULL | ||
NetworkBusyTo5 | Number of Busy labels the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
NetworkDefaultTo5 | Number of Network Default responses the system software sent to the routing client during the five- minute interval. | DBINT | NULL | ||
NetworkPostQueryTo5 | Number of Post-Query labels the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
NetworkResourceTo5 | Number of Network Resource labels the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
NetworkRingTo5 | Number of Ring labels the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
NewCallTo5 | Number of New Call messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
NoAnswerTo5 | Number of No Answer messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
NumAlternateCallConfTo5 | Number of Alternate Confirmations sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumAlternateCallReqTo5 | Number of Alternate Requests sent (PG) or received (NIC) in the five-minute window. | DBINT | NULL | ||
NumBlindTransferConfTo5 | The number of blind transfer confirmation messages the routing client sent during the five-minute interval. | DBINT | NULL | ||
NumCallEstablishedEventTo5 | Number of Established Events sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumCallFailedEventTo5 | The number of call failure event messages the routing client sent during the five-minute interval. | DBINT | NULL | ||
NumCallHeldEventTo5 | Number of Held Events sent (NIC) or received (PG) in the five-minute window.. | DBINT | NULL | ||
NumCallOriginatedEventTo5 | Number of Originated Events sent (NIC) or received (PG) in the five-minute window.. | DBINT | NULL | ||
NumCancelInd | The number of cancel indications the VRU routing client sent to the VRU during the five-minute interval. | DBINT | NULL | ||
NumConferenceCallConfTo5 | Number of Conference Confirmations sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumConferenceCallReqTo5 | Number of Conference Requests sent (PG) or received (NIC) in the five-minute window. | DBINT | NULL | ||
NumConferencedEventTo5 | Number of Conferenced Events sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumConnectionClearedEventTo5 | Number of Connection Cleared Events sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumConsultConfTo5 | Number of Network Consult Confirmations (responses to Connect with operation code Consult) sent (NIC) or received (PG) in the five-minute window.. | DBINT | NULL | ||
NumConsultTransferConfTo5 | Number of Consultative Transfer Confirmations sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumConsultTransferReqTo5 | Number of Consultative Transfer Requests sent (PG) or received (NIC) in the five-minute window. | DBINT | NULL | ||
NumDropConnectionConfTo5 | Number of Drop Connection Confirmations sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumDropConnectionReqTo5 | Number of Drop Connection Requests sent (PG) or received (NIC) in the five-minute window. | DBINT | NULL | ||
NumReconnectCallConfTo5 | Number of Reconnect Confirmations sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumReconnectCallReqTo5 | Number of Reconnect Requests sent (PG) or received (NIC)in the five-minute window. | DBINT | NULL | ||
NumRetrievedEventTo5 | Number of Retrieved Events sent (NIC) or received (PG) in the five-minute window. | DBINT | NULL | ||
NumReleaseInd | The number of release indications the VRU routing client sent to the VRU in the five-minute window. | DBINT | NULL | ||
NumTransferEventTo5 | The number of transfer event messages the routing client sent during the five-minute interval. | DBINT | NULL | ||
PeripheralQueueTo5 | Number of peripheral queue messages the system software sent to the routing client during the rollling five-minute interval. | DBINT | NULL | ||
PhysicalControllerID | Foreign key from Physical Interface Controller table. | DBSMALLINT | PK, FK NOT NULL | ||
RcvInErrorTo5 | Number of requests from the routing client that produced errors during the five-minute interval.
| DBINT | 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/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL | ||
RejectedRequestsTo5 | The total number of calls rejected due to congestion in the five-minute interval | DBINT | NULL | ||
ReqInstrTo5 | Number of Request Instruction messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
ReRouteReqTo5 | Number of ReRoute Request messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
ResponsesTo5 | Number of route responses to the routing client during the five-minute interval. | DBINT | NOT NULL | ||
RouteSelectFailureTo5 | Number of Route Select Failure messages the routing client sent to the system software during the five-minute interval. | DBINT | NULL | ||
RoutingClientID | Foreign key from Routing Client table. | DBSMALLINT | PK, FK NOT NULL | ||
RunScriptTo5 | Number of Run Script messages the system software sent to the routing client during the five-minute interval. | DBINT | NULL | ||
ScriptRespTo5 | Number of Script Response messages the routing client sent to the system software during the five minute interval. | DBINT | NULL | ||
TimeoutCallsTo5 | Total number of calls during the five-minute interval that were responded to after the timeout threshold. | DBINT | 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 | ||
TranslationRouteAbortedTo5 | Number of translation route requests initiated by the routing client that were aborted during the five-minute interval. | DBINT | NULL | ||
TranslationRouteTimedOutTo5 | Number of translation route requests received by the routing client that exceeded the timeout threshold during the rollingfive-minute interval. | DBINT | NULL |
Routing_Pattern
This table helps Unified CVP to maintain the routing pattern and decide the destination of the calls
Note | This table is not applicable for Unified CCE. |
Related Tables
Machine Host (through MachineHostID)
Table 342. Indexes for Routing_Pattern Table
index_name | index_description | index_keys |
---|---|---|
XPKRouting_Pattern | Primary key | PatternID |
XAK1Routing_Pattern | Unique key | Pattern |
Table 343. Fields in Routing_Pattern Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
PatternID | A primary key that identifies the pattern. | DBINT | PK NOT NULL | ||
Pattern | The pattern for routing the call. | varchar(24) | AK NOT NULL | ||
MachineHostID | The MachineHostID for the site name the pattern is associated to. In case of main site, the value is NULL. | DBINT | FK NULL | ||
Description | The description of the pattern. | DESCRIPTION | NULL | ||
PatternType | The type of the pattern. Valid routing pattern types and their values are as follows:
| DBINT | NOT NULL | ||
Destination | The destination where the pattern will route the call to. The destination is either SIP server group or Fully Qualified Domain Name (FQDN). | varchar(255) | NOT NULL | ||
SendToOriginator | Enables 'Send Call to Originator'.
If the feature is not selected, the value is NULL. This field has only three possible values: 'Y', 'N', and NULL. | DBCHAR | NULL | ||
RNATimeout | Enables 'RNA Timeout for Outbound Calls'. If the feature is not selected, the value is NULL. | DBSMALLINT | NULL | ||
ConfigParam | Reserved for future use. | varchar(512) | NULL | ||
ChangeStamp | A value that increments when the record changes the CHANGESTAMP in the central controller database. | CHANGESTAMP | NOT NULL |
Schedule
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Each row describes a schedule to be imported from an external system. Imported data are stored in the Schedule_Import and Schedule_Import_Real_Time tables.
Use the Workforce Management System Import tool to create, delete, or modify Schedule rows.
Related Tables
Agent (via ScheduleID)
Business_Entity (via EntityID)
ICR_View (via ICRViewID)
Import_Log (via ScheduleID)
Import_Schedule (via ScheduleID)
Schedule_Import (via ScheduleID)
Schedule_Import_Real_Time (via ScheduleID)
Schedule_Map (via ScheduleID)
Schedule_Report (via ScheduleReportID)
Schedule_Source (via ScheduleSourceID)
Scheduled_Target (via ScheduleID)
Service (via ScheduleID)
Service_Array (via ScheduleID)
Skill_Group (via ScheduleID)
Table 344. Indexes for Schedule Table
index_name | index_description | index_keys |
---|---|---|
XAK1Schedule | nonclustered, unique, unique key located on PRIMARY | EntityID, EnterpriseName |
XIE1Schedule | nonclustered located on PRIMARY | ScheduleReportID |
XIE2Schedule | nonclustered located on PRIMARY | ScheduleSourceID |
XIE3Schedule | nonclustered located on PRIMARY | ICRViewID |
XPKSchedule | clustered, unique, primary key located on PRIMARY | ScheduleID |
Table 345. Fields in Schedule Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the schedule. | DESCRIPTION | NULL |
EnterpriseName | A unique name for the schedule. | VNAME32 | AK-1 NOT NULL |
EntityID | If partitioning is enabled, indicates the business entity to which the schedule belongs. | DBINT | AK-1, FK NOT NULL |
ICRViewID | Foreign key to a description of how the system software interprets the Schedule_Import data for the schedule. | DBINT | FK, IE-3 NULL |
ScheduleID | A unique identifier for the schedule. | DBINT | PK NOT NULL |
SchedulePeriod | The number of minutes in each scheduling interval. A schedule can contain different data for each interval. | DBINT | NOT NULL |
ScheduleReportID | Foreign key to the schedule report. | DBINT | FK, IE-1 NULL |
ScheduleSourceID | Foreign key to a description of the source from which the schedule is imported. | DBINT | FK, IE-2 NULL |
ScheduleType | The type of the schedule:
| DBINT | NOT NULL |
Schedule_Import
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Contains the schedule data imported from a source system. Only specific fields within this table are meaningful for any schedule type. The meaning of the imported data is described by the ICR_View and View_Column tables.
Related Table
Schedule (via ScheduleID)
Table 346. Indexes for Schedule_Import Table
index_name | index_description | index_keys |
---|---|---|
XAK1Schedule_Import | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKSchedule_Import | clustered, unique, primary key located on PRIMARY | DateTime, ScheduleID, TimeZone |
Table 347. Fields in Schedule_Import Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Bool1 | An imported value. | DBCHAR | NOT NULL |
Bool2 | An imported value. | DBCHAR | NOT NULL |
DateTime | The date and time at which the schedule data in the record becomes effective. | DBDATETIME | PK NOT NULL |
DateTime1 | An imported value. | DBDATETIME | NULL |
DateTime2 | An imported value. | DBDATETIME | NULL |
DateTime3 | An imported value. | DBDATETIME | NULL |
Double1 | An imported value. | DBFLT8 | NULL |
Double2 | An imported value. | DBFLT8 | NULL |
Double3 | An imported value. | DBFLT8 | NULL |
Double4 | An imported value. | DBFLT8 | NULL |
Double5 | An imported value. | DBFLT8 | NULL |
Double6 | An imported value. | DBFLT8 | NULL |
Double7 | An imported value. | DBFLT8 | NULL |
Double8 | An imported value. | DBFLT8 | NULL |
Double9 | An imported value. | DBFLT8 | NULL |
Double10 | An imported value. | DBFLT8 | NULL |
Long1 | An imported value. | DBINT | NULL |
Long2 | An imported value. | DBINT | NULL |
Long3 | An imported value. | DBINT | NULL |
Long4 | An imported value. | DBINT | NULL |
Long5 | An imported value. | DBINT | NULL |
Long6 | An imported value. | DBINT | NULL |
Long7 | An imported value. | DBINT | NULL |
Long8 | An imported value. | DBINT | NULL |
Long9 | An imported value. | DBINT | NULL |
Long10 | An imported value. | DBINT | NULL |
Long11 | An imported value. | DBINT | NULL |
Long12 | An imported value. | DBINT | NULL |
Long13 | An imported value. | DBINT | NULL |
Long14 | An imported value. | DBINT | NULL |
Long15 | An imported value. | DBINT | NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
ScheduleID | Foreign key to the Schedule for which the data are imported. | DBINT | PK, FK NOT NULL |
String1 | An imported value. | DESCRIPTION | NULL |
String2 | An imported value. | DESCRIPTION | NULL |
String3 | An imported value. | DESCRIPTION | NULL |
String4 | An imported value. | DESCRIPTION | NULL |
String5 | An imported value. | DESCRIPTION | 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 |
Schedule_Import_Real_Time
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Local database only. The scheduling data for the current time period as imported from an external source.
Related Table
Schedule (viaScheduleID)
Table 348. Indexes for Schedule_Import_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKSchedule_Import_Real_Time | clustered, unique, primary key located on PRIMARY | DateTime, ScheduleID, TimeZone |
Table 349. Fields in Schedule_Import_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Bool1 | An imported value. | DBCHAR | NULL |
Bool2 | An imported value. | DBCHAR | NULL |
DateTime | The date and time at which the schedule data in the record becomes effective. | DBDATETIME | PK NOT NULL |
DateTime1 | An imported value. | DBDATETIME | NULL |
DateTime2 | An imported value. | DBDATETIME | NULL |
DateTime3 | An imported value. | DBDATETIME | NULL |
Double1 | An imported value. | DBFLT8 | NULL |
Double2 | An imported value. | DBFLT8 | NULL |
Double3 | An imported value. | DBFLT8 | NULL |
Double4 | An imported value. | DBFLT8 | NULL |
Double5 | An imported value. | DBFLT8 | NULL |
Double6 | An imported value. | DBFLT8 | NULL |
Double7 | An imported value. | DBFLT8 | NULL |
Double8 | An imported value. | DBFLT8 | NULL |
Double9 | An imported value. | DBFLT8 | NULL |
Double10 | An imported value. | DBFLT8 | NULL |
Long1 | An imported value. | DBINT | NULL |
Long2 | An imported value. | DBINT | NULL |
Long3 | An imported value. | DBINT | NULL |
Long4 | An imported value. | DBINT | NULL |
Long5 | An imported value. | DBINT | NULL |
Long6 | An imported value. | DBINT | NULL |
Long7 | An imported value. | DBINT | NULL |
Long8 | An imported value. | DBINT | NULL |
Long9 | An imported value. | DBINT | NULL |
Long10 | An imported value. | DBINT | NULL |
Long11 | An imported value. | DBINT | NULL |
Long12 | An imported value. | DBINT | NULL |
Long13 | An imported value. | DBINT | NULL |
Long14 | An imported value. | DBINT | NULL |
Long15 | An imported value. | DBINT | NULL |
ScheduleID | An imported value. Foreign key to the Schedule for which the data are imported. | DBINT | PK, FK NOT NULL |
String1 | An imported value. | DESCRIPTION | NULL |
String2 | An imported value. | DESCRIPTION | NULL |
String3 | An imported value. | DESCRIPTION | NULL |
String4 | An imported value. | DESCRIPTION | NULL |
String5 | An imported value. | DESCRIPTION | 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 |
Schedule_Map
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Identifies the primary key values from a schedule in the external data source from which it is imported. Each schedule has one Schedule_Map row for each component of the primary key. If the primary key is a compound key, the schedule has multiple Schedule_Map rows.
Related Table
Schedule (viaScheduleID)
Table 350. Indexes for Schedule_Map Table
index_name | index_description | index_keys |
---|---|---|
XIE1Schedule_Map | nonclustered located on PRIMARY | ScheduleID |
XPKSchedule_Map | clustered, unique, primary key located on PRIMARY | ScheduleMapID |
Table 351. Fields in Schedule_Map Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | IAdditional information about the key field. | DESCRIPTION | NULL |
FieldName | The name of a primary key field. | VNAME32 | NOT NULL |
FieldValue | The value of the primary key field for the schedule. | DESCRIPTION | NOT NULL |
ScheduleID | Foreign key that identifies the schedule. | DBINT | IE-1, FK NOT NULL |
ScheduleMapID | A unique identifier for the record. | DBINT | PKNOT NULL |
Schedule_Report
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Each row describes a report used to export information from the ICM platform to a workforce management system.
Related Tables
Schedule (via ScheduleReportID)
Schedule_Report_Input (via ScheduleReportID)
Table 352. Indexes for Schedule_Report Table
index_name | index_description | index_keys |
---|---|---|
XAK1Schedule_Report | nonclustered, unique, unique key located on PRIMARY | EntityID, EnterpriseName |
XPKSchedule_Report | clustered, unique, primary key located on PRIMARY | ScheduleReportID |
Table 353. Fields in Schedule_Report Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the report. | DESCRIPTION | NULL |
EnterpriseName | A name that is unique among all schedule reports defined in the system database. | VNAME32 | AK-1 NOT NULL |
EntityID | If partitioning is enabled, indicates the business entity to which the schedule belongs. | DBINT | AK-1, FK NOT NULL |
PathName | For a SQL report, the UNC name of the file. | varchar(255) | NULL |
ReportType | The type of report:
| DBINT | NOT NULL |
ScheduleReportID | A unique identifier for the report. | DBINT | PK NOT NULL |
SystemName | For a SQL report, the name of the system containing the report. | VNAME32 | NULL |
SystemTimeZone | For a template-based report, the time zone offset to use with the template. | varchar(255) | NULL |
TemplateCategory | For a template-based report, the category used to locate the template. | VNAME32 | NULL |
TemplateName | For a template-based report, the name of the template used to create the report. | varchar(255) | NULL |
TemplateOptions | For a template-based report, options used with the template: /H to include the SQL header and column name information; /A to append to the output file | varchar(255) | NULL |
TemplateScope | For a template-based report, the scope used to locate the template. | VNAME32 | NULL |
Schedule_Report_Input
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Specifies the targets that are used with a template to create a schedule report.
Related Tables
Schedule_Report (via ScheduleReportID)
Table 354. Indexes for Schedule_Report_Input Table
index_name | index_description | index_keys |
---|---|---|
XIE1Schedule_Report_Input | nonclustered located on PRIMARY | ScheduleReportID |
XPKSchedule_Report_Input | clustered, unique, primary key located on PRIMARY | ScheduleReportInputID |
Table 355. Fields in Schedule_Report_Input Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the target. | DESCRIPTION | NULL |
ForeignKey | Foreign key from a configuration table. This is always an ID field. | DBINT | NOT NULL |
ScheduleReportID | Identifies the associated schedule report. | DBINT | FK, IE-1 NOT NULL |
ScheduleReportInputID | A unique identifier for the report input row. To see the possible values, see Target Types: Script Cross Reference and Scheduled Report Input. | DBINT | PK NOT NULL |
TargetType | Type of table to which the ForeignKey applies. To see the list of values, see Target Types: Script Cross Reference and Scheduled Report Input. | DBINT | NOT NULL |
Schedule_Source
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Each row indicates the system and path from which the associated schedule data are imported.
Related Table
Schedule (via ScheduleSourceID)
Table 356. Indexes for Schedule_Source Table
index_name | index_description | index_keys |
---|---|---|
XIE1Schedule_Source | nonclustered located on PRIMARY | EntityID |
XPKSchedule_Source | clustered, unique, primary key located on PRIMARY | ScheduleSourceID |
Table 357. Fields in Schedule_Source Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the data source. | DESCRIPTION | NULL |
EntityID | If partitioning is enabled, indicates the business entity to which the schedule belongs. | DBINT | FK, IE-1 NULL |
FilePath | The full file path from which data are retrieved. | DESCRIPTION | NULL |
LoginName | The user name to use when logging into the system. | varchar(64) | NULL |
ScheduleSourceID | A unique identifier for the record. | DBINT | PK NOT NULL |
SystemName | The name of the system. | VNAME32 | NOT NULL |
SystemPassword | The password to use when logging into the system. | varchar(32) | NULL |
SystemTimeZone | The time zone for the system. The value is the offset in minutes from UTC (formerly called GMT). | varchar(255) | NULL |
SystemType | The type of system from which the data are imported. | DBINT | NOT NULL |
Scheduled_Target
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Each row represents a scheduled target. A scheduled target is not associated with a peripheral and the system software has only limited information about it: number of agents scheduled and number of calls in progress. You can route calls to scheduled targets using the Scheduled Select script node.
Use the Scheduled Target Explorer to create, delete, and update scheduled targets.
Related Tables
Customer_Definition (via CustomerDefinitionID)
Network_Target (via NetworkTargetID)
Schedule (via ScheduleID)
Scheduled_Target_Real_Time (via NetworkTargetID)
Table 358. Indexes for Schedule_Target Table
index_name | index_description | index_keys |
---|---|---|
XAK1Scheduled_Target | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Scheduled_Target | nonclustered located on PRIMARY | CustomerDefinitionID |
XPKScheduled_Target | clustered, unique, primary key located on PRIMARY | NetworkTargetID |
Table 359. Fields in Scheduled_Target Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CustomerDefinitionID | Identifies the customer definition associated with the scheduled target. | DBINT | FK, IE-1 NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the scheduled target. | DESCRIPTION | NULL |
EnterpriseName | A name that is unique among all scheduled targets defined in the system database. | VNAME32 | AK-1 NOT NULL |
NetworkTargetID | Identifier that is unique among all announcements, peripheral targets, and scheduled targets in the system. | DBINT | PK, FK NOT NULL |
ScheduleID | Identifies the schedule associated with the scheduled target. | DBINT | FK NULL |
Scheduled_Target_Real_Time
This table is in the Route category (see Route). To see database rules for these tables, see Route Tables.
Local database only.
Contains one row for each scheduled target. The system software updates the real-time data each time it sends a call to the target or receives a notification from the routing client that a call has completed. The Administration & Data Server receives updated data every 15 seconds.
Related Table
Scheduled_Target (via NetworkTargetID)
Table 360. Indexes for Scheduled_Target_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKScheduled_Target_Real_Time | clustered, unique, primary key located on PRIMARY | NetworkTargetID |
Table 361. Fields in Scheduled_Target_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CallsInProgress | The number of calls currently in progress at the scheduled target. | DBINT | NULL |
DateTime | The date and time when the row was last updated. | DBDATETIME | NOT NULL |
MaxCallsInProgress | The maximum number of simultaneous calls the target can handle for the current time period (based on its schedule). | DBINT | NULL |
NetworkTargetID | Identifies the scheduled target. | DBINT | PK, FK NOT NULL |
RouterCallsQNow | Number of calls currently queued at the CallRouter for this target. | DBINT | NULL |
Script
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row represents a version of a routing script or an administrative script. You can save multiple versions of each script. The binary representation of the script version is stored in the Script_Data table. General information that applies to all versions of a script is stored in the Master Script table.
Use the Script Editor to create and modify scripts.
Related Tables
Call_Type_Real_Time (via ScriptID)
Master_Script (via MasterScriptID)
Route Call Data (via ScriptID)
Script_Cross_Reference (via ScriptID)
Script_Data (via ScriptID)
Script_Five_Minute (via ScriptID)
Script_Print_Control (via ScriptID)
Script_Real_Time (via ScriptID)
Script_Queue_Real_Time (via ScriptID)
Table 362. Indexes for Script Table
index_name | index_description | index_keys |
---|---|---|
XIE1Script | Nonclustered index located on PRIMARY | DateTimeStamp |
XAK1Script | nonclustered, unique, unique key located on PRIMARY | MasterScriptID, Version |
XPKScript | clustered, unique, primary key located on PRIMARY | ScriptID |
Table 363. Fields in Script Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Author | User name of person who last modified the script version. | VNAME32 | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DateTime | The date and time when the script version was saved. | DBDATETIME | NOT NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Further information about the script. | DESCRIPTION | NULL |
Length | Number of bytes of data in the binary representation of the script. | DBINT | NOT NULL |
MasterScriptID | Foreign key from the Master Script table. | DBINT | AK-1, FK NOT NULL |
QuickEditBaseVersion | If this version was created by using Quick Edit, this field indicates the previous script version. The metering information from the base version can be carried over to the new version. | DBINT | NULL |
ScriptID | Unique identifier for a specific version of a script. | DBINT | PK NOT NULL |
Valid | Indicates whether the script was saved in an invalid state. | DBCHAR | NOT NULL |
Version | The active version of the master script. The system software uses only the active version. | DBINT | AK-1 NOT NULL |
Script_Cross_Reference
This table is part of the Script category (see Script). For database rules, see Script Tables.
It contains information about which configuration objects each script version references. This information is used to determine whether a script version becomes invalid when configuration information changes.
The system software automatically maintains the Script_Cross_Reference table.
Related Tables
Route_Call_Detail (via LocalID)
Script (via ScriptID)
Table 364. Indexes for Script_Cross_Reference Table
index_name | index_description | index_keys |
---|---|---|
XIE1Script_Cross_Reference | nonclustered located on PRIMARY | ForeignKey |
XPKScript_Cross_Reference | clustered, unique, primary key located on PRIMARY | ScriptID, LocalID |
Table 365. Fields in Script_Cross_Reference Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ForeignKey | Foreign key from a configuration table. This is always an ID field. | DBINT | IE-1 NOT NULL |
LocalID | Local ID in script that cross references a foreign key field in one of the other configuration tables. | DBINT | PK NOT NULL |
ScriptID | Foreign key from Script table. | DBINT | PK, FK, NOT NULL |
TargetType | Type of table to which the ForeignKey applies. To see the possible values, see Target Types: Script Cross Reference and Scheduled Report Input. | DBSMALLINT | NOT NULL |
Script_Data
This table is part of the Script category (see Script). For database rules, see Script Tables.
It contains a binary version of a routing script or administrative script. A long script may require multiple Script_Data rows.
The Script Editor automatically maintains the Script_Data table.
Related Tables
Script (via ScriptID)
Table 366. Indexes for Script_Data Table
index_name | index_description | index_keys |
---|---|---|
XPKScript_Data | clustered, unique, primary key located on PRIMARY | ScriptID, RowOrder |
Table 367. Fields in Script_Data Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
RowOrder | Ordinal number of the rows that apply to a specific script. | DBINT | PK NOT NULL |
ScriptData | Internal script representation. | varbinary(max) | NULL |
ScriptID | Foreign key from Script table. | DBINT | PK, FK NOT NULL |
Script_Five_Minute
This table is part of the Script category (see Script). For database rules, see Script Tables.
It gets populated on central and HDS databases. This table contains statistics about each script version for the most recent five-minute interval. The system software generates Script_Five_Minute records for each script.
Related Tables
Script (via ScriptID)
Table 368. Indexes for Script_Five_Minute Table
index_name | index_description | index_keys |
---|---|---|
XAK1Script_Five_Minute | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKScript_Five_Minute | Clustered, unique, primary key located on PRIMARY | ScriptID, DateTime, TimeZone |
Table 369. Fields in Script_Five_Minute Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CallsIncomingTo5 | Number of calls that came into the script during the five-minute interval. | DBINT | NOT NULL |
CallsPerNode | An array indicating the number of calls that traversed each node of the script during the five-minute interval. Each element in the array is a short integer. An array for a script with 40 nodes is stored in the database as a varbinary(80) array. | varchar | NOT NULL |
CallsRoutedTo5 | Number of calls that came into the script during the five-minute interval. | DBINT | NOT NULL |
DateTime | Central Controller date and time at start of five-minute interval. | DBSMALLDATE | PK 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/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
ScriptID | Foreign key from the Script table. | 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 |
Script_Print_Control
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row contains default print settings for a specific script version. The Script Editor automatically maintains the Script_Print_Control table.
Related Tables
Script (via ScriptID)
Table 370. Indexes for Script_Print_Control Table
index_name | index_description | index_keys |
---|---|---|
XAK1Script_Print_Control | nonclustered, unique, unique key located on PRIMARY | ScriptID |
XPKScript_Print_Control | clustered, unique, primary key located on PRIMARY | ScriptPrintControlID |
Table 371. Fields in Script_Print_Control Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
PrintControlSettings | A string specifying the print settings for the script. | varchar(255) | NULL |
ScriptID | Foreign key from Script table. | DBINT | AK-1, FK NOT NULL |
ScriptPrintControlID | A unique identifier for the row. | DBINT | PK NOT NULL |
Script_Queue_Real_Time
This table is part of the Script category (see Script). For database rules, see Script Tables.
Local database only. Contains data on how tasks are processed in a script queue.
Related Tables
Script (via ScriptID)
Table 372. Indexes for Script_Queue_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKScript_Queue_Real_Time | clustered, unique, primary key located on PRIMARY | ScriptID, QueueNode |
Table 373. Fields in Script_Queue_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
DateTime | The data and time at which this data was last updated. | DBDATETIME | NOT NULL |
QueueNode | The local script node identifier. | DBINT | PK NOT NULL |
ScriptID | The system identifier of the application path with which this row is associated. | DBINT | PK, FK NOT NULL |
TasksQueued | The number of tasks queued at this script node. | DBINT | NULL |
TimeInQueue | The time in queue for the longest task. | DBDATETIME | NULL |
Script_Real_Time
This table is part of the Script category (see Script). For database rules, see Script Tables.
Local database only.
Contains real time information about each script. The system software updates the real-time data each time it executes a script. The Administration & Data Server receives updated data every 15 seconds. The real-time data for current script versions is updated at midnight.
Related Tables
Script (via ScriptID)
Table 374. Indexes for Script_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKScript_Real_Time | clustered, unique, primary key located on PRIMARY | ScriptID |
Table 375. Fields in Script_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Calls | Number of times the script has executed since midnight. For a routing script, this is the number of calls processed. | DBINT | NOT NULL |
CpuTime | CPU time spent processing the script. | DBINT | NOT NULL |
DateTime | Central Controller date and time that this data was last updated. | DBDATETIME | NOT NULL |
ElapsedTime | Elapsed time spent processing the script. | DBINT | NOT NULL |
ScriptID | Foreign key from the Script Table. | DBINT | PK, FK NOT NULL |
ScriptMeters | Internal real time data for the script. | varbinary(max) | NULL |
Script_Table
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row describes a table from an external database that can be queried from within routing scripts or administrative scripts using the optional Gateway SQL feature.
Use Unified ICM Configuration Manager to add, update, and delete Script_Table records.
Related Tables
Script_Table_Column (via ScriptTableID)
Table 376. Indexes for Script_Table Table
index_name | index_description | index_keys |
---|---|---|
XAK1Script_Table | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKScript_Table | clustered, unique, primary key located on PRIMARY | ScriptTableID |
Table 377. Fields in Script_Table Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AccessType | Indicates how to query data from the table. Currently only SQL (1) is supported. | DBSMALLINT | NOT NULL | ||
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Description | Further information about the external table. | DESCRIPTION | NULL | ||
EnterpriseName | A name that is unique among all script tables defined in the system database. | VNAME32 | AK-1 NOT NULL | ||
ScriptTableID | A unique identifier for the external table. | DBINT | PK NOT NULL | ||
SideA | The path of the database table as reached by Side A of the Central Controller. | DESCRIPTION | NULL | ||
SideB | The path of the database table as reached by Side B of the Central Controller. | DESCRIPTION | NULL | ||
SecuredMode | Indicates the connection mode type to the external database. 0 - Non-Secured Mode 1 - Secured mode
| DBINT | NOT NULL | ||
FutureUseInt1 | Future use | DBINT | NULL | ||
FutureUseInt2 | Future use | DBINT | NULL | ||
FutureUseVarChar1 | Future Use | VARCHAR(64) | NULL | ||
FutureUseVarChar2 | Future Use | VARCHAR(64) | NULL |
Script_Table_Column
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row describes a column in a table from an external database that can be queried from within routing scripts or administrative scripts.
Use Unified ICM Configuration Manager to add, update, and delete Script_Table_Column records.
Related Tables
Script (via ScriptTableID)
Table 378. Indexes for Script_Table_Column Table
index_name | index_description | index_keys |
---|---|---|
XAK1Script_Table_Column | nonclustered, unique, unique key located on PRIMARY | ScriptTableID, ColumnName |
XPKScript_Table_Column | clustered, unique, primary key located on PRIMARY | ScriptTableColumnID |
Table 379. Fields in Script_Table_Column Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ColumnName | The name of the column in the external database. | VNAME32 | AK-1 NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the column. | DESCRIPTION | NULL |
ScriptTableColumnID | A unique identifier for this script table column. | DBINT | PK NOT NULL |
ScriptTableID | Foreign key from the Script_Table table. | DBINT | AK-1, FK NOT NULL |
Sec_Group
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Used internally to track the state of records in the User_Group table. The Sec_Group table contains one row for each User_Group row.
Related Table
User_Group (via UserGroupID)
Table 380. Indexes for Sec_Group Table
index_name | index_description | index_keys |
---|---|---|
XPKSec_Group | clustered, unique, primary key located on PRIMARY | UserGroupID |
Table 381. Fields in Sec_Group Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
UserGroupID | Foreign key from the User_Group table. | DBINT | PK, FK NOT NULL |
UserGroupName | The name of the group. | varchar(64) | NOT NULL |
Sec_User
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Used internally to track the state of users in the User_Group table. The Sec_User table contains one row for each User_Group row that represents a user (rather than a group).
Related Table
User_Group (via UserGroupID)
Table 382. Indexes for Sec_User Table
index_name | index_description | index_keys |
---|---|---|
XPKSec_User | clustered, unique, primary key located on PRIMARY | UserGroupID |
Table 383. Fields in Sec_User Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
UserGroupID | Foreign key from the User_Group table. | DBINT | PK, FK NOT NULL |
UserGroupName | The name of the user. | varchar(64) | NOT NULL |
Service
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
Each row describes a service available at a peripheral.
Use the Service Explorer tool to add, update, and delete Service records.
Related Tables
Enterprise_Service_Member (via SkillTargetID)
Media_Routing_Domain (via MRDomainID)
Peripheral (via PeripheralID)
Route (via SkillTargetID)
Schedule (via ScheduleID)
Service_Array_Member (SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID)
Service_Five_Minute (via SkillTargetID)
Service_Member (via SkillTargetID)
Service_Real_Time (via SkillTargetID)
Skill_Target (via SkillTargetID)
Termination_Call_Detail (ServiceSkillTargetID maps to Service.SkillTargetID)
Table 384. Indexes for Service Table
index_name | index_description | index_keys |
---|---|---|
XAK1Service | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XAK2Service | nonclustered, unique, unique key located on PRIMARY | PeripheralID, PeripheralNumber |
XIE1Service | nonclustered located on PRIMARY | ScheduleID |
XIE2Service | Nonclustered index located on PRIMARY | DateTimeStamp |
XPKService | clustered, unique, primary key located on PRIMARY | SkillTargetID |
Table 385. Fields in Service Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
ConfigParam | Incremented when the record is changed in the central database. | varchar(255) | NULL | ||
DateTimeStamp | Records the date and time when the record was added/updated. | DBDATETIME | NULL | ||
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL | ||
Description | Additional information about the service. | DESCRIPTION | NULL | ||
DepartmentID | A unique identifier that identifies a department in CCDM/CCMP deployment. | DBINT | NULL | ||
EnterpriseName | An enterprise name for the service. This name must be unique among all the services in the enterprise. | VNAME32 | AK-1 NOT NULL | ||
Extension | The extension number for the skill group (used by the Definity ECS ACD). | VTELNO10 | NULL | ||
MRDomainID | The Media Routing Domain associated with this service. | DBINT | FK NOT NULL | ||
PeripheralID | Foreign key from the Peripheral table. | DBSMALLINT | AK-2, FK NOT NULL | ||
PeripheralName | Service name as known at the peripheral. | VNAME32 | NOT NULL | ||
PeripheralNumber | Service number as known at the peripheral. This field together with PeripheralID form an alternate unique key. | DBINT | AK-2 NOT NULL | ||
PeripheralServiceLevelType | Type of service level calculation to be used in the PeriphServiceLevel fields of Service Real Time and Service Half Hour tables. Valid Aspect types are:
If this field is 0 for a service, the system software assumes the default specified for the associated peripheral. If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral) | DBSMALLINT | NOT NULL | ||
ScheduleID | Identifies an imported schedule associated with the service. | DBINT | FK, IE-1 NULL | ||
ServiceLevelThreshold | The service level threshold, in seconds, for the service level. If this field is negative, the value of the ServiceLevelThreshold field in the Peripheral table is used. | DBINT | NOT NULL | ||
ServiceLevelType | For Non-Unified CCE, indicates how the system software calculates the service level for the service:
For Unified CCEthe value of this field is always 1 (ignore abandoned calls) for services associated with Unified CM peripherals. This is because calls to a Unified CM peripheral have no service associated with them while they are queued, and therefore calls abandoned while queued cannot affect the computation of service level for a Unified CM service. | DBSMALLINT | NOT NULL | ||
SkillTargetID | An identifier that is unique among all skill targets in the enterprise. | DBINT | PK, FK NOT NULL | ||
UserDeletable | Indicates if the record can by deleted by a user. Default is Y. | DBCHAR | NOT NULL |
Service_Array
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
A service array is a collection of service which might be associated with different peripherals, but are all associated with the same Peripheral Gateway (PG). You can route calls to a service array and let the PG choose among the member services.
Use the Service Explorer tool to add, update, and delete Service_Array records.
Related Tables
Logical_Interface_Controller (via LogicalControllerID)
Schedule (via ScheduleID)
Service_Array_Member (via SkillTargetID)
Skill_Group (via SkillTargetID)
Skill_Target (via SkillTargetID)
Table 386. Indexes for Service_Array Table
index_name | index_description | index_keys |
---|---|---|
XAK1Service_Array | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIF110Service_Array | nonclustered located on PRIMARY | SkillTargetID |
XIF120Service_Array | nonclustered located on PRIMARY | LogicalControllerID |
XIF121Service_Array | nonclustered located on PRIMARY | ScheduleID |
XPKService_Array | clustered, unique, primary key located on PRIMARY | SkillTargetID |
Table 387. Fields in Service_Array Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the service array. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the service array. This name must be unique among all service arrays in the enterprise. | VNAME32 | AK-1 NOT NULL |
LogicalControllerID | Identifies the Peripheral Gateway associated with the service array. | DBSMALLINT | FK NOT NULL |
ScheduleID | Identifies a schedule associated with the service array. | DBINT | FK NULL |
SkillTargetID | An identifier that is unique among all skill targets in the enterprise. | DBINT | PK NOT NULL |
Service_Array_Member
This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.
It maps individual services to a service array. The member services in a service array must all be associated with the same Peripheral Gateway (PG), but may be associated with different peripherals.
Use the Service Explorer tool to add and delete Service_Array_Member records.
Use the Service Explorer tool to add, update, and delete Service_Array records.
Related Tables
Service_Array (ServiceArraySkillTargetID maps to Service_Array.SkillTargetID)
Service (ServiceSkillTargetID maps to Service.SkillTargetID)
Table 388. Indexes for Service_Array_Member Table
index_name | index_description | index_keys |
---|---|---|
XIF122Service_Array_Member | nonclustered located on PRIMARY | ServiceArraySkillTargetID |
XIF123Service_Array_Member | nonclustered located on PRIMARY | ServiceSkillTargetID |
XPKService_Array_Member | clustered, unique, primary key located on PRIMARY | ServiceArraySkillTargetID, ServiceSkillTargetID |
Table 389. Service_Array_Member Table Constraints
Constraint | Field name |
---|---|
PK | ServiceArraySkillTargetID |
PK | ServiceSkillTargetID |
FK | ServiceArraySkillTargetID |
Table 390. Fields in Service_Array_Member Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ServiceArraySkillTargetID | Identifies the service array. | DBINT | PK, FK NOT NULL |
ServiceSkillTargetID | Identifies a service that is a member of the service array. | DBINT | PK NOT NULL |
Service_Five_Minute
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
It gets populated on central and HDS databases. This table contains statistics about each service during the most recent five-minute interval. The system software generates Service_Five_Minute records for each service.
Use the Service Explorer tool to add, update, and delete Service_Array records.
Related Table
Service (via SkillTargetID)
Table 391. Indexes for Service_Five_Minute Table
index_name | index_description | index_keys |
---|---|---|
XAK1Service_Five_Minute | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKService_Five_Minute | Clustered, unique, primary key located on PRIMARY | DateTime, SkillTargetID, TimeZone |
Table 392. Fields in Service_Five_Minute Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AgentsTalking | Number of service agents in the talking state at the end of the five-minute interval. | DBINT | NULL | ||
AvgDelayQAbandTo5 | Average delay time of abandoned calls in queue for the service during the five-minute interval. | DBINT | NULL | ||
AvgDelayQNow | Average delay for calls currently queued for the service at the end of the five-minute interval. | DBINT | NULL | ||
AvgHandleTimeTo5 | The average handled calls time in seconds for calls to the service that ended during the five-minute interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is updated in the database when the after-call work time associated with the call is completed. | DBINT | NULL | ||
AvgSpeedAnswerTo5 | Average answer wait time for all incoming calls to the service during the five-minute interval. | DBINT | NULL | ||
AvgTalkTimeTo5 | The average talk time in seconds for calls to the service during the five-minute interval. Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the service or route. The field is updated in the database when all after-call work associated with the calls is completed. | DBINT | NULL | ||
CallsAbandQToday | Number of calls to this service abandoned since midnight. | DBINT | NULL | ||
CallsAnsweredTo5 | Number of calls to the service answered by agents during the five-minute interval. | DBINT | NULL | ||
CallsAnsweredToday | Number of calls to the service answered by agents since midnight. | DBINT | NULL | ||
CallsHandledTo5 | Number of calls handled for the service ending during the five-minute interval. A handled call is:
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL | ||
CallsHandledToday | Number of calls handled to completion by the service since midnight. | DBINT | NULL | ||
CallsIncomingToday | Number of incoming calls to this service since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). | DBINT | NULL | ||
CallsInProgress | Number of inbound and outbound calls that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service. | DBINT | NULL | ||
CallsLeftQTo5 | Number of calls to the service that were removed from queue during the five-minute interval (used to calculate expected delay). | DBINT | NULL | ||
CallsOfferedTo5 | Number of calls offered to the service during the five-minute interval. | DBINT | NULL | ||
CallsOfferedToday | Number of incoming calls plus internal calls offered to this service since midnight. | DBINT | NULL | ||
CallsQNow | Calls in queue for the service at the peripheral at the end of the five-minute interval. A call that queues multiple times will be counted as queued once for the service. | DBINT | NULL | ||
CallsRoutedToday | Number of calls the system software routed to this service since midnight. | DBINT | NULL | ||
DateTime | Date and time at the start of the five-minute interval. | DBSMALLDATE | PK NOT NULL | ||
ExpectedDelay | Predicted delay for any new call added to the service queue at the end of the five-minute interval. This is valid only if no agents are available. | DBFLT4 | NULL | ||
LongestAvailAgent | Number of seconds the longest available agent for the service had been available as of the end of the five-minute interval. If no agent was available, the value is 0. | DBINT | NULL | ||
LongestCallQ | Length of time that longest call in the queue for the service had been there at the end of the five-minute interval. | DBINT | NULL | ||
OverflowInTo5 | Number of calls the peripheral re-targeted, or overflowed, into the service during the five-minute interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). | DBINT | NULL | ||
OverflowOutTo5 | Number of calls the peripheral retargeted, or overflowed, out of the service during the five-minute interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). | DBINT | NULL | ||
PeriphServiceLevelTo5 | Service level for the service during the rollingfive-minute interval, as calculated by the peripheral. | DBFLT4 | NULL | ||
PeriphServiceLevelToday | Service level for the service since midnight, as calculated by the peripheral. | DBFLT4 | 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/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL | ||
ServiceLevelAbandTo5 | Number of calls to the service abandoned within the service level during the five-minute interval. | DBINT | NULL | ||
ServiceLevelAbandToday | Number of calls to the service abandoned within the service level since midnight. | DBINT | NULL | ||
ServiceLevelCallsOfferedTo5 | Number of calls to the service answered or abandoned during the five-minute interval. | DBINT | NULL | ||
ServiceLevelCallsOfferedToday | Number of calls to the service answered or abandoned since midnight. | DBINT | NULL | ||
ServiceLevelCallsQHeld | Number of calls to the service that had been in queue longer than the service level threshold at the end of the five-minute interval. | DBINT | NULL | ||
ServiceLevelCallsTo5 | Number of calls to the service handled within the service level during the five-minute interval. | DBINT | NULL | ||
ServiceLevelCallsToday | Number of calls to the service handled within the service level today. | DBINT | NULL | ||
ServiceLevelTo5 | Service level during the five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsOfferedTo5. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are:
| DBFLT4 | NULL | ||
ServiceLevelToday | Cumulative service level for the service since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday. | DBFLT4 | NULL | ||
SkillTargetID | Foreign key from the Service table. | 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 | ||
Unused1 | This field is not currently used. | DBINT | NULL |
Service_Interval
This section describes the Service Interval table.
Table 393. Fields in Service_Interval Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AutoOutCalls | Number of AutoOut (predictive) calls made by this service 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. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
AutoOutCallsTime | Total handle time, in seconds, for AutoOut (predictive) calls handled this service 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 for the call. 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. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
AutoOutCallsTalkTime | Total talk time, in seconds, for AutoOut (predictive) calls handled by the service 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 for the call. It is based on TalkTime. It therefore 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. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
AutoOutCallsOnHold | Number of ended AutoOut (predictive) calls that this service has 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. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
AutoOutCallsOnHoldTime | Number of seconds that AutoOut (predictive) calls were placed on hold by this service during the reporting interval. This data element is based on HoldTime. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid forUnified CCE. | DBINT | YES | ||
AvgDelayQ | Average delay in the queue for calls to the service during the reporting interval: DelayQTime / CallsQ. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
AvgDelayQAband | Average delay time of calls to the service abandoned in queue during the reporting interval. This value is calculated as follows: DelayQAbandTime / CallsAbandQ Not valid forUnified CCE. Not valid for non-voice tasks. Set to zero by OPC.
| DBINT | YES | ||
AvgHandleTime | The average handled calls time in seconds for calls counted as handled by the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the angent answering the call to the time the agent completing after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is counted when the after-call work time associated with the call is completed. The value is calculated as follows: HandleTime / CallsHandled Valid for Unified CCE. | DBINT | YES | ||
AvgSpeedAnswer | The average answer wait time that all calls offered to the service waited before being answered. This value is calculated as follows: AnswerWaitTime / CallsAnswered Valid for Unified CCE. | DBINT | YES | ||
AnswerWaitTime | The sum of AnswerWaitTime in seconds for all calls answered for the service during the last reporting interval. AnswerWaitTime is the elapsed time from when the call is offered at the peripheral, to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the call. For multimedia, the sum of the answer wait times of all tasks associated with this service that began in this reporting interval. | DBINT | YES | ||
AvgTalkTime | The average handled calls time in seconds for calls counted as handled by the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the agent answering the call to the agent completing after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is counted when the after-call work time associated with the call is completed. The value is calculated as follows: HandleTime / CallsHandled Valid for Unified CCE. | DBINT | YES | ||
BlindTransfersOut | Number of calls that were blind transferred out by agents in this service during the reporting interval. | DBINT | YES | ||
CallsAnswered | The number of calls handled for the service during the reporting interval. For multimedia, the number of tasks associated with this service that were ended in this reporting interval. Valid for Unified CCE. | DBINT | YES | ||
CallsOut | Number of outbound calls placed by agents for the service during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
CallsTerminatedOther | Number of calls handled by the service but not otherwise accounted for during the reporting interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
CallsOffered | Number of incoming calls plus internal calls offered to the service during the reporting interval. Valid for Unified CCE. | DBINT | YES | ||
CallsIncoming | Number of incoming calls to the service during the reporting interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). Valid for Unified ICM and Unified CCE. | DBINT | YES | ||
CallsRouted | Number of tasks routed by the system software to the service during the reporting interval. For multimedia, the number of tasks routed to the service during the reporting interval. Valid for Unified CCE. | DBINT | YES | ||
CallsHandled | The number of tasks that became associated with this service in this reporting interval. This is incremented when the Agent PG receives an Offer Task message, and when it receives a Start Task message without having received an Offer Task message. A handled call is:
A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable for Unified CCE. | DBINT | YES | ||
CallsAbandQ | Number of calls abandoned in queue for the service during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.
| DBINT | YES | ||
CallsQ | Number of calls to the service in the queue during the reporting interval. A call that queues multiple times is counted as queued once for the service. This field is not valid for Unified CCE or for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
DateTime | Central Controller date and time at the start of the reporting interval. | DBSMALLDATE | PK1, 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 | IE1, YES | ||
DelayQTime | Sum of delay time of all calls to the service in queue during the reporting interval. This field is populated from the LocalQTime. This field is not valid for Unified CCE or for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
DelayQAbandTime | Number of seconds that calls for the service that were abandoned in queue waited during the interval. These are calls that existed in the queue but were abandoned before being handled by an agent or trunk device. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
ForcedClosedCalls | Number of calls to the service that were determined to be closed following an interruption in data during the reporting interval. ForcedClosedCalls are calls that terminated because of errors tracking the calls state transition. Calls may become forced closed if there is lack of events from the ACD CTI interfaces (for example, a lack of a Disconnect event, or failure on the switch CTI connection). Not valid for Unified CCE. | DBINT | YES | ||
HandleTime | The total time in seconds that calls were handled for the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the agent answering the call to the agent completing after-call work time for the call. This includes any HoldTime, TalkTime, and WorkTime associated with the call (from the Termination_Call_Detail table). The HandleTime value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. For multimedia, this is TalkTime + HoldTime + HandledWorkReadyTime. Valid for Unified CCE. | DBINT | YES | ||
HoldTime | The total time in seconds for calls to the service that ended during the reporting interval. For multimedia, the number of seconds that agents spent in the PAUSED state for tasks associated with this service that ended in this reporting interval. Valid for Unified CCE. | DBINT | YES | ||
LongestCallAbandTime | Longest time in seconds a call was in queue for the service before being abandoned during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
LongestCallDelayQTime | Longest time in seconds a call was in queue for the service before being abandoned during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
NumMissingTasks | Valid for multimedia only. The number of tasks whose Start Task Timeout Period expired in this reporting interval. | DBINT | YES | ||
OverflowIn | Number of calls that the peripheral re-targeted, or overflowed, into this service during the reporting interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). Not valid for Unified CCE. | DBINT | YES | ||
OverflowOut | Number of calls that the peripheral re-targeted, or overflowed, out of this service during the reporting interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). Not valid for Unified CCE. | DBINT | YES | ||
PeriphServiceLevelOffer | Number of offered calls used in the peripheral service level calculation for the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
PeriphServiceLevel | Peripheral service level during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBFLT4 | YES | ||
PeriphServiceLevelCalls | Number of calls to the service answered within the service level, as counted by the peripheral, during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
PreviewCalls | Number of outbound Preview calls made by this service 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. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
PreviewCallsTime | Total handle time, in seconds, for outbound Preview calls handled by this service 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 for the call. 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. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
PreviewCallsTalkTime | Total talk time, in seconds, for outbound Preview calls handled by this service 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 for the call. It is based on TalkTime from Termination_Call_Detail. 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. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
PreviewCallsOnHold | Number of ended outbound Preview calls that this service 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. Not currently used for Outbound Option. Not valid forUnified CCE. | DBINT | YES | ||
PreviewCallsOnHoldTime | Number of seconds outbound Preview calls were placed on hold this service during the reporting interval. This data element is based on HoldTime. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. | DBINT | YES | ||
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | AK1, NOT NULL | ||
RecoveryDay | Currently not used, set to zero (0). | DBINT | NOT NULL | ||
ReportingHalfHour | The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. | DBINT | IE2, 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 | IE3, NULL | ||
ReserveCalls | Not currently used. | DBINT | YES | ||
ReserveCallsTime | Not currently used. | DBINT | YES | ||
ReserveCallsTalkTime | Not currently used. | DBINT | YES | ||
ReserveCallsOnHold | Not currently used. | DBINT | YES | ||
ReserveCallsOnHoldTime | Not currently used. | DBINT | YES | ||
RedirectNoAnsCalls | Number of calls that rang at an agents terminal and redirected on failure to answer in this service during the current reporting interval. | DBINT | YES | ||
Reserved1 | Reserved for future use. | DBINT | YES | ||
Reserved2 | Reserved for future use. | DBINT | YES | ||
Reserved3 | Reserved for future use. | DBINT | YES | ||
Reserved4 | Reserved for future use. | DBINT | YES | ||
Reserved5 | Reserved for future use. | DBFLT4 | YES | ||
SkillTargetID | The SkillTargetID of this service. Foreign key from the Service table. | DBINT | PK2, NOT NULL | ||
ServiceLevel | Service level for the service during the reporting interval. For non-voice tasks and for Unified CCE calls, the ServiceLevelType is always set to ignore abandoned calls. | DBFLT4 | YES | ||
ServiceLevelCalls | Number of calls to the service answered within the service level threshold during the reporting interval. Not valid for Unified CCE. | DBINT | YES | ||
ServiceLevelAband | Number of calls to the service abandoned within the service level threshold during the reporting interval. Set to zero for Unified CCE voice tasks and for non-voice tasks. | DBINT | YES | ||
ServiceLevelCallsOffered | Number of calls to the service that had service level events during the reporting interval. Not valid for Unified CCE. | DBINT | YES | ||
ShortCalls | Number of calls to the service during the reporting interval that were too short to be considered abandoned. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned and they are not accounted for in any of the Unified ICM abandoned calls calculations. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
ShortCallsTime | Time, in seconds, accumulated by calls that were too short to be counted as abandoned during the reporting interval. These calls were abandoned before the abandoned call wait time expired. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
ServiceLevelType | Service Level Type used to calculate Service level for this interval. Not currently used for Outbound Option. Not valid forUnified CCE. | DBINT | YES | ||
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 | PK3, NOT NULL | ||
TransferInCalls | Number of calls transferred into the service during the reporting interval. This count includes consultative transfers and blind transfers to the service. The count is populated in the database when the after-call work associated with the call (if any) is finished. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
TransferOutCalls | Number of calls transferred out of the service during the reporting interval. This count includes consultative transfers and blind transfers made from the service. The count is populated in the database when the after-call work associated with the call (if any) is finished. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. | DBINT | YES | ||
TalkTime | The number of seconds that agents spent in the ACTIVE state or the PAUSED state for tasks associated with this service that ended in this reporting interval. | DBINT | YES |
Service_Level_Threshold
This is in the Device category (see Device). For database rules, see Device Tables.
The Service Level Threshold table specifies how the Unified ICM calculates service level for a particular peripheral. Each row in this table contains specific default values for a PeripheralID-Media Routing Domain pair.
Related Tables
Media_Routing_Domain (via MRDomainID)
Peripheral (via PeripheralID)
Table 394. Indexes for Service_Level_Threshold Table
index_name | index_description | index_keys |
---|---|---|
XPKService_Level_Threshold | clustered, unique, primary key located on PRIMARY | PeripheralID, MRDomainID |
Table 395. Fields in Service_Level_Threshold Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
MRDomainID | Foreign key from the Media_Routing_Domain table. | DBINT | PK NOT NULL |
PeripheralID | The ICM ID of the peripheral with which this row is associated. | DBSMALLINT | PK, FK NOT NULL |
ServiceLevelThreshold | The default value of the ServiceLevelThreshold field for services associated with this peripheral and media routing domain. | DBINT | NOT NULL |
ServiceLevelType | The default value for the ServiceLevelType field for each service associated with this peripheral and media routing domain. This value indicates how the system software calculates the service level. For Unified CCE the value of this field is always 1 (ignore abandoned calls) for Unified CM peripherals. This is because calls to a Unified CM peripheral have no service associated with them while they are queued, and therefore calls abandoned while queued cannot affect the computation of service level for a Unified CM service. | DBSMALLINT | NOT NULL |
Service_Member
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
The Service Member table maps skill groups to services. Each service contains one or more member skill groups. Each skill group can be a member of one or more services.
Use the Service Explorer tool to add, update, and delete Service_Member records.
Related Tables
Service (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Group (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Table 396. Indexes for Service_Member Table
index_name | index_description | index_keys |
---|---|---|
XIE1Service_Member | nonclustered located on PRIMARY | SkillGroupSkillTargetID |
XPKService_Member | clustered, unique, primary key located on PRIMARY | ServiceSkillTargetID, SkillGroupSkillTargetID |
Table 397. Fields in Service_Member Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Priority | The priority level of the specified service for the specified skill group:
| DBSMALLINT | NOT NULL |
ServiceSkillTargetID | SkillTargetID of the service. | DBINT | PK, FK NOT NULL |
SkillGroupSkillTargetID | SkillTargetID of the skill group that is associated with the service. | DBINT | PK, FK NOT NULL |
Service_Real_Time
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
Note | When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. |
Local database only. Contains real time information about each service.
The system software automatically generates a Service_Real_Time record for each service.
Related Table
Service (via SkillTargetID)
Table 398. Indexes for Service_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKService_Real_Time | clustered, unique, primary key located on PRIMARY | SkillTargetID |
Table 399. Fields in Service_Real_Time Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AgentsTalking | Number of service agents currently in the talking state. | DBINT | NULL | ||
AnswerWaitTimeHalf | Sum of answer wait time in seconds for all incoming calls to the service during the current half-hour interval. | DBINT | NULL | ||
AnswerWaitTimeTo5 | Sum of answer wait time in seconds for all incoming calls to the service during the rolling five-minute interval. | DBINT | NULL | ||
AnswerWaitTimeToday | Sum of answer wait time in seconds for all incoming calls to the service since midnight. | DBINT | NULL | ||
AutoOutCallsHalf | Number of AutoOut (predictive) calls made by agents for this service that ended during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsNow | Number of agents currently talking on AutoOut (predictive) calls for the service. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsOnHoldHalf | Number of ended AutoOut (predictive) calls that agents in the service have placed on hold at least once during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsOnHoldTimeHalf | Number of seconds that AutoOut (predictive) calls were placed on hold by agents in the skill group during the current half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsOnHoldTimeTo5 | Total handle time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended in the rolling five-minute window. Handle time includes WorkTime, TalkTime, and HoldTime. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsOnHoldTimeToday | Number of seconds AutoOut (predictive) calls were placed on hold by agents for this service since midnight. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsOnHoldTo5 | Total number of AutoOut (predictive) calls made for this service that ended in the rolling five-minute window. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsOnHoldToday | Number of ended AutoOut (predictive) calls that agents for this service have placed on hold at least since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsTalkTimeHalf | Total talk time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the current half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed.. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsTalkTimeTo5 | Total talk time, in seconds, for complete Unsupported for Outbound Option. AutoOut (predictive) calls handled by the service during the rolling five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsTalkTimeToday | Total talk time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended since midnight. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime from Termination_Call_Detail. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsTimeHalf | Total handle time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the current half-hour 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 for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsTimeTo5 | Total handle time, in seconds, for AutoOut (predictive) calls handled by this service that ended during the rolling five-minute window. 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 for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsTimeToday | Total handle time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended since midnight. Handle time includes WorkTime, TalkTime, and HoldTime, all of which are taken from the Termination_Call_Detail records. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsTo5 | Number of AutoOut (predictive) calls made by agents for the service that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AutoOutCallsToday | Total number of AutoOut (predictive) calls made for this service that ended since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
AvgDelayQAbandTo5 | Average delay time of abandoned calls in queue during the rolling five-minute interval. This value is calculated as follows: DelayQAbandTimeTo5 / CallsAbandQTo5. | DBINT | NULL | ||
AvgDelayQNow | Average delay for calls currently in queue for the service. | DBINT | NULL | ||
AvgHandleTimeTo5 | Average handle time in seconds for calls to the service during the rolling five-minute interval. The value is calculated as follows: HandleTimeTo5 / CallsHandledTo5 HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is updated in the database when the after-call work time associated with the call has completed. | DBINT | NULL | ||
AvgSpeedAnswerTo5 | Average answer wait time for all calls offered to the service during the rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5. | DBINT | NULL | ||
AvgTalkTimeTo5 | Average talk time in seconds for calls to the service ending during the rolling five-minute interval. The value is calculated as follows: TalkTimeTo5 / CallsHandledTo5 Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the service or route. The field is updated in the database when all after-call work associated with the calls is completed. | DBINT | NULL | ||
CallsAbandQHalf | Number of calls to the service abandoned while in queue or ringing during the current half-hour interval. | DBINT | NULL | ||
CallsAbandQTo5 | Number of calls to the service abandoned while in queue or ringing during the rolling five-minute interval. | DBINT | NULL | ||
CallsAbandQToday | Number of calls to the service abandoned while in queue or ringing since midnight. | DBINT | NULL | ||
CallsAnsweredHalf | Number of calls to the service answered by agents during the current half-hour interval. | DBINT | NULL | ||
CallsAnsweredTo5 | Number of calls to the service answered by agents during the rolling five-minute interval. | DBINT | NULL | ||
CallsAnsweredToday | Number of calls answered by service agents since midnight. | DBINT | NULL | ||
CallsHandledHalf | Number of calls handled for this service during the current half-hour interval. A handled call is:
| DBINT | NULL | ||
CallsHandledTo5 | Number of calls to the service handled during the rolling five-minute interval. | DBINT | NULL | ||
CallsHandledToday | Number of calls handled for this service since midnight. | DBINT | NULL | ||
CallsIncomingHalf | Number of incoming calls for this service during the current half-hour interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). | DBINT | NULL | ||
CallsIncomingTo5 | Number of incoming calls to the service during the rolling five-minute interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). | DBINT | NULL | ||
CallsIncomingToday | Number of incoming calls for this service since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). | DBINT | NULL | ||
CallsInNow | Number of incoming calls for the service currently in progress. | DBINT | NULL | ||
CallsInProgress | Number of inbound and outbound calls currently that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service. | DBINT | NULL | ||
CallsLeftQTo5 | Number of calls to the service that were removed from queue during the rolling five-minute interval (used to calculate expected delay). | DBINT | NULL | ||
CallsOfferedHalf | Number of incoming calls plus internal calls offered to this service during the current half-hour interval. | DBINT | NULL | ||
CallsOfferedTo5 | Number of calls offered to the service during the rolling five-minute interval. | DBINT | NULL | ||
CallsOfferedToday | Number of incoming calls plus internal calls offered to this service since midnight. | DBINT | NULL | ||
CallsOutHalf | Number of outbound calls made by agents for the service during the current half-hour interval. | DBINT | NULL | ||
CallsOutNow | Number of outbound calls by agents for the service that are currently in progress. | DBINT | NULL | ||
CallsOutTo5 | Number of outbound calls made by agents for the service during the rolling five-minute interval. | DBINT | NULL | ||
CallsOutToday | Number of outbound calls made by agents for the service since midnight. | DBINT | NULL | ||
CallsQNow | Number of calls in queue for the service now at the peripheral. | DBINT | NULL | ||
CallsQNowTime | Total time of all calls to the service currently in queue. | DBINT | NULL | ||
CallsRoutedHalf | Number of calls routed to this service by the system software for the current half-hour interval. | DBINT | NULL | ||
CallsRoutedToday | Number of calls routed to this service by the system software since midnight. | DBINT | NULL | ||
CallsTerminatedOtherHalf | Number of calls offered to the service but not otherwise accounted for during the current half-hour interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. | DBINT | NULL | ||
CallsTerminatedOtherTo5 | Number of calls offered to the service but not otherwise accounted for during the rolling five-minute interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. | DBINT | NULL | ||
CallsTerminatedOtherToday | Number of offered to the service but not otherwise accounted for since midnight. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. | DBINT | NULL | ||
DateTime | Central Controller date and time that this data was last updated. | DBDATETIME | NOT NULL | ||
DelayQAbandTimeTo5 | Sum of delay time of all calls to the service abandoned in queue during the rolling five-minute interval. | DBINT | NULL | ||
ExpectedDelay | Predicted delay for any new call added to the service queue. This is valid only if no agents are available. | DBFLT4 | NULL | ||
HandleTimeHalf | Total handle time in seconds for calls to the service ending during the current half-hour interval. | DBINT | NULL | ||
HandleTimeTo5 | Total handle time in seconds for calls to the service ending during the rolling five-minute interval. | DBINT | NULL | ||
HandleTimeToday | Total handle time in seconds for calls to the service since midnight. | DBINT | NULL | ||
HoldTimeHalf | The total hold time in seconds for calls to the service that ended during the current half-hour interval. | DBINT | NULL | ||
HoldTimeTo5 | The total hold time in seconds for calls to the service that ended during the rolling five-minute interval. | DBINT | NULL | ||
HoldTimeToday | The total hold time in seconds for calls to the service that ended since midnight. | DBINT | NULL | ||
LongestAvailAgent | Time that the longest available agent for the service became available. | DBDATETIME | NULL | ||
LongestCallQ | Time that the longest call in the queue for the service was put there. | DBDATETIME | NULL | ||
OverflowInHalf | Number of calls the peripheral overflowed into this service during the current half-hour interval. | DBINT | NULL | ||
OverflowInMode | The service accepts overflow in calls if the delay for the longest delayed call is less then this value. If 0, the service always accepts overflow in calls; if 127, the service never accepts overflow in calls. | DBTINYINT | NULL | ||
OverflowInNow | Number of calls overflowed into this service that are currently queued or in progress. | DBINT | NULL | ||
OverflowInTo5 | Number of calls the peripheral overflowed into this service during the rolling five-minute interval. | DBINT | NULL | ||
OverflowInToday | Number of calls overflowed into this service since midnight. | DBINT | NULL | ||
OverflowOutHalf | Number of calls overflowed out of this service during the current half-hour interval. | DBINT | NULL | ||
OverflowOutMode | The service attempts to overflow out calls if the delay for the longest delayed call is greater than this value. If 0, the service attempts to overflow out all calls; if 127, the service never attempts to overflow out calls. | DBTINYINT | NULL | ||
OverflowOutNow | The number of tasks that have overflowed out of this service to some other service (call it service X) and have not overflowed out of service X. | DBINT | NULL | ||
OverflowOutTo5 | Number of calls overflowed out of this service during the rolling five-minute interval. | DBINT | NULL | ||
OverflowOutToday | Number of calls overflowed out of this service since midnight. | DBINT | NULL | ||
PeriphServiceLevelCallsHalf | Number of calls to the service handled within the peripheral service level during the current half-hour interval. | DBINT | NULL | ||
PeriphServiceLevelCallsToday | Number of calls to this service handled within the peripheral service level since midnight. | DBINT | NULL | ||
PeriphServiceLevelHalf | Service level for the service calculated by the peripheral during the current half-hour interval. | DBFLT4 | NULL | ||
PeriphServiceLevelOfferHalf | Number of offered calls used to calculate the peripheral service level for the current half-hour interval. | DBINT | NULL | ||
PeriphServiceLevelOfferToday | Number of offered calls used to calculate the peripheral service level since midnight. | DBINT | NULL | ||
PeriphServiceLevelTo5 | Service level for the service calculated by the peripheral during the rolling five-minute interval. | DBFLT4 | NULL | ||
PeriphServiceLevelToday | Service level for the service calculated by the peripheral since midnight. | DBFLT4 | NULL | ||
PreviewCallsHalf | Number of outbound Preview calls made by agents for this service that ended during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsNow | Number of agents currently talking on outbound Preview calls for the service. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsOnHoldHalf | In the current half-hour interval, the number of ended outbound Preview calls that agents for the service have placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsOnHoldTimeHalf | Number of seconds outbound Preview calls were placed on hold by agents for this service during the current half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsOnHoldTimeTo5 | Number of seconds outbound Preview calls were placed on hold by agents for this service during the rollingfive-minute interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsOnHoldTimeToday | Number of seconds outbound Preview calls were placed on hold by agents for this service since midnight. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsOnHoldTo5 | Number of outbound Preview calls that agents for this service have placed on hold at least once during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsOnHoldToday | Number of Outbound Preview calls made by agents in the skill group that ended during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsTalkTimeHalf | Total talk time, in seconds, for outbound Preview calls handled by the service that ended during the current half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsTalkTimeTo5 | Total talk time, in seconds, for outbound Preview calls handled by the service that ended during the rolling five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsTalkTimeToday | Total talk time, in seconds, for outbound Preview calls handled by agents for this service that ended since midnight. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time a DBINTssociated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsTimeHalf | Total handle time, in seconds, for outbound Preview calls handled by this service that ended during the current half-hour DBINTerval. 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 for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsTimeTo5 | Total handle time, in seconds, for outbound Preview calls handled by the service that ended during the rolling five-minute DBINTerval. Handle time includes WorkTime, TalkTime, and HoldTime, all of which are taken from the Termination_Call_Detail records. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsTimeToday | Total handle time, in seconds, for outbound Preview calls handled by agents for this service that ended since midnight. 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 for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsTo5 | Number of outbound Preview calls made by agents for the service during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
PreviewCallsToday | Number of outbound Preview calls made by agents for this service since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. | DBINT | NULL | ||
RedirectNoAnsCallsHalf | Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval. | DBINT | NULL | ||
RedirectNoAnsCallsTo5 | Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the rolling five-minute interval. | DBINT | NULL | ||
RedirectNoAnsCallsToday | Number of calls that rang at an agent's terminal and redirected on failure to answer in this service since midnight. | DBINT | NULL | ||
ReserveCallsHalf | Not currently used. | DBINT | NULL | ||
ReserveCallsNow | Not currently used. | DBINT | NULL | ||
ReserveCallsOnHoldHalf | Not currently used. | DBINT | NULL | ||
ReserveCallsOnHoldTimeHalf | Not currently used. | DBINT | NULL | ||
ReserveCallsOnHoldTimeTo5 | Not currently used. | DBINT | NULL | ||
ReserveCallsOnHoldTimeToday | Not currently used. | DBINT | NULL | ||
ReserveCallsOnHoldTo5 | Not currently used. | DBINT | NULL | ||
ReserveCallsOnHoldToday | Not currently used. | DBINT | NULL | ||
ReserveCallsTalkTimeHalf | Not currently used. | DBINT | NULL | ||
ReserveCallsTalkTimeTo5 | Not currently used. | DBINT | NULL | ||
ReserveCallsTalkTimeToday | Not currently used. | DBINT | NULL | ||
ReserveCallsTimeHalf | Not currently used. | DBINT | NULL | ||
ReserveCallsTimeTo5 | Not currently used. | DBINT | NULL | ||
ReserveCallsTimeToday | Not currently used. | DBINT | NULL | ||
ReserveCallsTo5 | Not currently used. | DBINT | NULL | ||
ReserveCallsToday | Not currently used. | DBINT | NULL | ||
ServiceLevelAbandHalf | Number of calls to the service abandoned within the service level threshold during the current half-hour interval. | DBINT | NULL | ||
ServiceLevelAbandTo5 | Number of calls to the service abandoned within the service level threshold during the rolling five-minute interval. | DBINT | NULL | ||
ServiceLevelAbandToday | Number of calls to the service abandoned within the service level threshold since midnight. | DBINT | NULL | ||
ServiceLevelCallsHalf | Number of calls to the service answered within the service level threshold during the current half-hour interval. | DBINT | NULL | ||
ServiceLevelCallsOfferedHalf | Number of calls to the service for which a service level event occurred during the current half-hour interval. | DBINT | NULL | ||
ServiceLevelCallsOfferedTo5 | Number of calls to the service for which a service level event occurred during the rolling five-minute interval. | DBINT | NULL | ||
ServiceLevelCallsOfferedToday | Number of calls to the service for which a service level event occurred since midnight. | DBINT | NULL | ||
ServiceLevelCallsQHeld | Number of calls to the service currently queued for longer than the service level threshold. | DBINT | NULL | ||
ServiceLevelCallsTo5 | Number of calls to the service answered within the service level during the rolling five-minute interval. | DBINT | NULL | ||
ServiceLevelCallsToday | Number of calls to the service that were answered within the service level threshold since midnight. | DBINT | NULL | ||
ServiceLevelHalf | Service level for the service during the current half-hour interval. | DBFLT4 | NULL | ||
ServiceLevelTo5 | Service level during the rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are:
| DBFLT4 | NULL | ||
ServiceLevelToday | Service level for the service since midnight. | DBFLT4 | NULL | ||
ServiceModeIndicator | The current mode of the service:
| DBINT | NULL | ||
SkillTargetID | Foreign key from Service table. | DBINT | PK, FK NOT NULL | ||
TalkTimeHalf | Total talk time in seconds for calls to the service ending during the current half-hour interval. | DBINT | NULL | ||
TalkTimeTo5 | Total talk time in seconds for calls to the service ending during the rolling five-minute interval. | DBINT | NULL | ||
TalkTimeToday | Total talk time in seconds for calls to the service ending since midnight. | DBINT | NULL | ||
TransferInCallsHalf | Number of calls transferred into the service during the current half-hour interval. | DBINT | NULL | ||
TransferInCallsTo5 | Number of calls transferred into the service during the rolling five-minute interval. | DBINT | NULL | ||
TransferInCallsToday | Number of calls transferred into the service since midnight. | DBINT | NULL | ||
TransferOutCallsHalf | Number of calls transferred out of the service during the current half-hour interval. | DBINT | NULL | ||
TransferOutCallsTo5 | Number of calls transferred out of the service during the rolling five-minute interval. | DBINT | NULL | ||
TransferOutCallsToday | Number of calls transferred out of the service since midnight. | DBINT | NULL |
Shift
Provides the name, start time, and end time of the current shift.
Table 400. Indexes for Shift Table
index_name | index_description | index_keys |
---|---|---|
XPKShift | nonclustered, unique, primary key located on PRIMARY | ShiftName |
Table 401. Fields in Shift Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ShiftName | Name of the Shift scheduled. | VNAME32 | PK NOT NULL |
StartTime | Shift start time. | SMALLDATETIME | NOT NULL |
StopTime | Shift end time. | SMALLDATETIME | NOT NULL |
SIP_Server_Group
This table contains logical grouping of destinations like Browsers and Call Managers.
Unified CVP does the load balancing to these elements in Server Group and provides High Availability of SIP Component.
Note | This table is not applicable for Unified CCE. |
Related Tables
Machine_Host (through MachineHostID)
SIP_Server_Group_Elements (through SipServerGroupID)
Table 402. Indexes for SIP_Server_Group Table
index_name | index_description | index_keys |
---|---|---|
XPKSip_Server_Group | Primary key | SipServerGroupID |
XAK1Sip_Server_Group | Unique key | GroupName |
Table 403. Fields in SIP_Server_Group Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
SipServerGroupID | A unique primary key that identifies the SIP server group. | DBINT | PK, FK NOT NULL |
GroupName | The server group FQDN. | varchar(255) | NOT NULL |
Description | The description of the SIP server group. | DESCRIPTION | NULL |
MachineHostID | The MachineHostID for the site name the pattern is associated to. In case of main site, the value is NULL. | DBINT | FK NULL |
SipServerType | The type of the SIP server group. The valid SIP Server types and their values are as follows:
| DBINT | NOT NULL |
DefaultForRoutePattern | A value that indicates whether the SIP server group is a default group for all the route pattern. The default value is N. | DBCHAR | NOT NULL |
ChangeStamp | A value that increments when the record changes the CHANGESTAMP in the central controller database. | CHANGESTAMP | NOT NULL |
SIP_Server_Group_Elements
This table contains the elements of the SIP Server Group.
Note | This table is not applicable for Unified CCE. |
Related Tables
Machine_Host (through MachineHostID)
SIP_Server_Group (through SipServerGroupID)
Table 404. Indexes for SIP_Server_Group_Elements Table
index_name | index_description | index_keys |
---|---|---|
XPKSip_Server_Group_Elements | Primary key | SipServerGroupElementID |
Table 405. Fields in SIP_Server_Group_Elements Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
SipServerGroupElementID | A unique primary key that identifies the SIP server group element. | DBINT | PK NOT NULL |
SipServerGroupID | A unique primary key that identifies the SIP server group. | DBINT | FK NOT NULL |
MachineHostID | The MachineHostID for the element present in the group. | DBINT | FK NOT NULL |
Port | The port on which the SIP server group sends the SIP Request. | DBINT | NULL |
SecurePort | The secure port on which the SIP server group sends the SIP request. | DBINT | NULL |
Priority | The priority of the element in the group. | DBINT | NOT NULL |
Weight | The weight of the element in the group. | DBINT | NOT NULL |
ChangeStamp | A value that increments when the record changes the CHANGESTAMP in the central controller database. | CHANGESTAMP | NOT NULL |
Skill_Group
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
Each row describes a skill group associated with a peripheral. A skill group is a collection of agents who have common skills.
Note | Clarification Regarding the DefaultEntry field: If you look at the Skill_Group table for a skill group that you have created, the DefaultEntry field will have the value 0 (even if this skill group has sub-skill groups). If a default skill group has been created (for example, a default skill group is automatically created when you establish Peripheral Gateways for an Unified CCE system), and you look at the Skill_Group table for this skill group, then--provided that this skill group has no sub-skill groups--the DefaultEntry field will have the value 1. For additional information, see the description of the DefaultEntry field. |
Use the Skill Group Explorer tool to add, update, and delete Skill_Group records.
Related Tables
Dialer_Detail (via SkillTargetID)
Dialer_Skill_Group_Half_Hour (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Dialer_Skill_Group_Real_Time (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Enterprise_Skill_Group_Member (via SkillTargetID)
Media_Routing_Domain (via MRDomainID)
Peripheral (via PeripheralID)
Precision_Queue (via PrecisionQueueID)
Schedule (via ScheduleID)
Service_Array (via SkillTargetID)
Service_Member (via SkillTargetID)
Skill_Group_Five_Minute (via SkillTargetID)
Skill_Group_Member (via SkillTargetID)
Skill_Group_Real_Time (via SkillTargetID)
Skill_Target (via SkillTargetID)
Termination_Call_Detail (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Table 406. Indexes for Skill_Group Table
index_name | index_description | index_keys |
---|---|---|
XAK1Skill_Group | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XAK2Skill_Group | nonclustered, unique, unique key located on PRIMARY | PeripheralID, PeripheralNumber, Priority |
XIE1Skill_Group | nonclustered located on PRIMARY | ScheduleID |
XIE2Skill_Group | nonclustered located on PRIMARY | BaseSkillTargetID |
XIE3Skill_Group | nonclustered located on PRIMARY | DateTimeStamp |
XPKSkill_Group | clustered, unique, primary key located on PRIMARY | SkillTargetID |
Table 407. Fields in Skill_Group Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AvailableHoldoffDelay | Number of seconds before an agent becomes available after a call terminates. If this value is 0xFFFF, then the default value from the Peripheral record is used. | DBSMALLINT | NOT NULL | ||
BaseSkillTargetID | If Priority is not 0, indicates the base group for the skill. If this record is for the base group, Priority is 0 and this field is NULL. | DBINT | FK, IE-2 NULL | ||
BucketIntervalID | The ID of bucket intervals from the Bucket_Interval table used to generate the AnsInterval and AbandInterval fields in this record. If NONE is selected for the bucket interval, then Default_Bucket_Intervals is used for calculation. | DBINT | YES | ||
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
ConfigParam | A string of parameters the system software sends to the peripheral to initialize the skill group. | varchar(255) | NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
DefaultEntry | Normal entries are 0 (zero). Any records with DefaultEntry value > (greater than) 0 will be considered a default skill group for configuration purposes. Records having a DefaultEntry value of 1 are used by OPC as the default target skill group. Where only a base default skill group is created, it has a DefaultEntry value of 1. If sub-skill group records are created, the primary sub-group has a DefaultEntry value of 1, while the others have a DefaultEntry value of 2.
| DBINT | NOT NULL | ||
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL | ||
DepartmentID | Foreign key from Department. NULL for global department. | DBINT | NULL | ||
Description | Additional information about the group. | DESCRIPTION | NULL | ||
EnterpriseName | An enterprise name for the skill group. This name must be unique among all skill groups in the enterprise. | VNAME32 | AK-1 NOT NULL | ||
Extension | The extension number for the service (used by Lucent DEFINITY ECS). | VTELNO10 | NULL | ||
IPTA | Indicates whether or not this is an 'Unified ICM picks the agent (IPTA)' skill group:
| DBCHAR | NOT NULL | ||
MRDomainID | The Media Routing Domain with which this skill group is associated. The default value is 1. | DBINT | FK NOT NULL | ||
PeripheralID | Foreign key from Peripheral table. | DBSMALLINT | AK-2, FK NOT NULL | ||
PeripheralName | Skill group name as known by the peripheral. | VNAME32 | NOT NULL | ||
PeripheralNumber | Skill group number as known by the peripheral. | DBINT | AK-2 NOT NULL | ||
PrecisionQueueID | Foreign key to the Precision Queue table. | DBINT | FK, NULL | ||
Priority | The routing priority of this group for the skill:
| DBSMALLINT | AK-2 NOT NULL | ||
ScheduleID | Identifies an imported schedule associated with the skill group. | DBINT | FK, IE-1 NULL | ||
ServiceLevelThreshold | The service level threshold, in seconds, for the service level. If this field is negative, the value of the ServiceLevelThreshold field in the Service_Level_Threshold table (for this Peripheral/MRD pair) is used. The default value is -1 which means SL computation is disabled for this SG. | DBINT | NOT NULL | ||
ServiceLevelType | Indicates how the system software calculates the service level for the skillgroup. If this field is 0, Unified ICM uses the default specified for the associated Peripheral/MRD pair in the Service_Level_Threshold table. Possible values:
| DBSMALLINT | NOT NULL | ||
SkillTargetID | An identifier that is unique among all skill targets in the enterprise. | DBINT | PK, FK, NOT NULL | ||
SubGroupMaskType | Indicates whether to use the SubSkillGroupMask field for the skill group or to use the peripheral default:
| DBSMALLINT | NOT NULL | ||
SubSkillGroupMask | A series of characters (Y and N) indicating which sub-skill groups to create for the skill group. Ignored if SubGroupMaskType is 0. | varchar(64) | NULL | ||
UserDeletable | Indicates if the record can be deleted by a user. Default is Y. | DBCHAR | NOT NULL |
Skill_Group_Five_Minute
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
It gets populated on central and HDS databases. This table contains statistics about each skill group during the five-minute interval.
The Unified ICM generates Skill_Group_Five_Minute records for each skill group.
Related table
Skill_Group (via SkillTargetID)
Table 408. Indexes for Skill_Group_Five_Minute Table
index_name | index_description | index_keys |
---|---|---|
XAK1Skill_Group_Five_Minute | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKSkill_Group_Five_Minute | Clustered, unique, primary key located on PRIMARY | DateTime, SkillTargetID, TimeZone |
Table 409. Fields in Skill_Group_Five_Minute Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
Avail | Number of agents in group in the Available state at the end of the five-minute interval. | DBINT | NULL |
AvailTimeTo5 | The total time, in seconds, that agents in the skill group were in the Available state for any skill group during the five-minute interval. AvailTime is included in the calculation of LoggedOnTime. | DBINT | NULL |
AvgHandledCallsTalkTimeTo5 | Average talk time in seconds for calls counted as handled by the skill group during the five-minute window. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallsHandledTo5 AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished (that is, any after-call work associated with the call has been completed). This field is updated in the database when any after-call work associated with the call is completed. | DBINT | NULL |
AvgHandledCallsTimeTo5 | Average talk time in seconds for calls counted as handled by the skill group during the five-minute window. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallsHandledTo5 The AvgHandledCallsTime value is updated in the database when any after-call work time associated with the call is completed. | DBINT | NULL |
BusyOther | Number of agents in the BusyOther state at the end of the five-minute interval. | DBINT | NULL |
BusyOtherTimeTo5 | Number of seconds agents spent in the BusyOther state during the five-minute window. BusyOtherTime is included in the calculation of LoggedOnTime. | DBINT | NULL |
CallsAnsweredTo5 | Number of calls answered by agents in the skill group during the five-minute window. The count for CallsAnswered is updated at the time the call is answered. | DBINT | NULL |
CallsHandledTo5 | Calls that by been answered and have completed wrap-up by the skill group during the five-minute window. A handled call is:
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL |
DateTime | Central Controller date and time at the start of the five-minute interval. | DBSMALLDATE | PK NOT NULL |
LoggedOn | Number of agents in the skill group logged on at the end of the five-minute interval. | DBINT | NULL |
LongestAvailAgent | Time in seconds that the longest available agent for the skill group has been available. | DBINT | NULL |
NotReady | Number of agents in the skill group in the Not Ready state at the end of the five-minute interval. | DBINT | NULL |
NotReadyTimeTo5 | The total time in seconds that agents in the skill group were in the Not Ready state for any skill group during the five-minute window. NotReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL |
PercentUtilizationTo5 | Percentage of Ready time that agents in the skill group spent talking or doing call work during the five-minute window. This is the percentage of time agents spend working on calls versus the time agents were ready. | DBFLT4 | NULL |
Ready | Number of agents in the skill group in the Ready state at the end of the five-minute interval. | DBINT | 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/Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
ReservedStateTimeTo5 | Time agents in the skill group spent in the Reserved state during the five-minute window. ReservedStateTime is included in the calculation of LoggedOnTime. | DBINT | NULL |
SkillTargetID | The SkillTargetID of the agent. Together with the SkillGroupSkillTargetID, identifies the skill group member. Foreign key from skill group table. | DBINT | PK, FK NOT NULL |
TalkingIn | Number of agents in the skill group talking on inbound calls at the end of the five-minute interval. Inbound calls are ACD calls arriving on trunks (that is, calls that are not internally generated). | DBINT | NULL |
TalkingOther | Number of agents in the skill group talking on internal calls (neither inbound nor outbound) at the end of the five-minute interval. Examples of "other calls include agent-to-agent transfers and supervisor calls. | DBINT | NULL |
TalkingOut | Number of agents in the skill group talking on outbound calls at the end of the five-minute interval. | DBINT | NULL |
TalkTimeTo5 | Number of seconds agents in the skill group were in the Talking state during the five-minute window. This field is applicable for Unified ICM, Unified CCE and Outbound Option. | 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 |
Unused1 | This field is not used. | DBINT | NULL |
WorkNotReady | Number of agents in the skill group in the Work Not Ready state at the end of the five-minute interval. | DBINT | NULL |
WorkNotReadyTimeTo5 | Number of seconds agents in the skill group were in the Work Not Ready state during the five-minute window. WorkNotReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL |
WorkReady | Number of agents in the skill group in the Work Ready state at the end of the five-minute interval. | DBINT | NULL |
WorkReadyTimeTo5 | Number of seconds agents in the skill group were in the Work Ready state during the five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL |
Skill_Group_Interval
This section describes the Skill Group Interval table.
For any calls that are routed using a Precision Queue, RouterCallsOffered and RouterErrorCode fields in the corresponding Skill_Group_Interval table are updated.
Note | In the Skill_Group_Interval table, the Hold time is calculated based on the agent state. |
Table 410. Indexes for Skill_Group_Interval Table
index_name | index_description | index_keys |
---|---|---|
XPKSkill_Group_Interval | PRIMARY KEY | DateTime, SkillTargetID, Timezone |
XAK1Skill_Group_Interval | UNIQUE | Recovery Key |
XIE1Skill_Group_Interval | Nonclustered | DbDateTime |
Table 411. Fields in Skill_Group_Interval Table
Name | Description | Data Type | Keys and NULL Option | ||||||
---|---|---|---|---|---|---|---|---|---|
AbandonHoldCallsOut | The number of outbound calls that abandon while on hold. This is reported by OPC. | DBINT | YES | ||||||
AvgHandledCallsTalkTime | Average talk time in seconds for inbound calls associated with the skill group that were handled during the reporting interval. This value is calculated as follows: HandledCallsTalkTime / CallHandled. AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished (that is, any after-call work associated with the call has been completed). This field is counted when any after-call work associated with the call is completed, and the database is updated every reporting.
| DBINT | YES | ||||||
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:
In Unified CCE, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table:
| DBINT | YES | ||||||
AbandonRingCalls | Total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is counted at the time the call disconnects, and the database is updated every reporting. | DBINT | YES | ||||||
AbandonRingTime | Total ring time associated with ACD calls to the skill group 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 | YES | ||||||
AbandonHoldCalls | The total number of ACD calls to the skill group that abandoned while being held at an agents position. The value is counted at the time the call disconnects, and the database is updated every reporting. | DBINT | YES | ||||||
AgentOutCallsTalkTime | Total talk time, in seconds, outbound ACD calls handled by agents associated with this skill group that ended during the reporting interval. The value includes the time spent from the agent beginning the call to when the agent begins after-call work 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 | YES | ||||||
AgentOutCallsOnHold | The total number of outbound ACD calls by an agent associated with this skill group that ended during the current reporting interval 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 | YES | ||||||
AgentOutCallsOnHoldTime | Total number of seconds outbound ACD calls were placed on hold by agents associated with this skill group. This value updated in the database when after-call work associated with the call (if any) is completed. | DBINT | YES | ||||||
AgentTerminatedCalls | Not currently used. | DBINT | YES | ||||||
AvgHandledCallsTime | Average handle time in seconds for inbound calls associated with the skill group that were handled during the reporting interval. This value is calculated as follows: HandledCallsTime / CallsHandled. The AvgHandledCallsTime value is counted when any after-call work time associated with the call is completed, and the database is updated every reporting. | DBINT | YES | ||||||
AutoOutCalls | The total number of AutoOut (predictive) calls made by agents 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 | YES | ||||||
AutoOutCallsTime | The total handle time, in seconds, for AutoOut (predictive) calls handled by agents 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 when 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) has completed, and the database is updated every reporting. | DBINT | YES | ||||||
AutoOutCallsTalkTime | Total talk time, in seconds, for AutoOut (predictive) calls handled by agents associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to when the agent begins after-call work for the call. 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 | YES | ||||||
AutoOutCallsOnHold | The total number of ended AutoOut (predictive) calls that agents 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 | YES | ||||||
AutoOutCallsOnHoldTime | The total number of seconds that AutoOut (predictive) calls 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 | YES | ||||||
AgentOutCallsTime | The total handle time, in seconds, for outbound ACD calls handled by the skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the agent beginning the call to when 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 | YES | ||||||
AgentOutCalls | The total number of outbound ACD calls made by agents in the skill group that ended during a 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 | YES | ||||||
AvailTime | Total time in seconds agents associated with this skill group were in the Not_Active state for this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime. | DBINT | YES | ||||||
BargeInCalls | The number of calls associated with this skill group barged in on either by the supervisor or by the agent. This field is applicable for Unified CCE only. | DBINT | YES | ||||||
BucketIntervalID | The ID of Bucket Intervals from the Bucket_Interval table used to generate the following RouterAnsInterval and RouterAbandInterval fields in this record. | DBINT | NULL | ||||||
BusyOtherTime | Number of seconds agents have spent in the BusyOther state for this skill group during the reporting interval. BusyOtherTime is included in the calculation of LoggedOnTime. | DBINT | YES | ||||||
CampaignID | For skill groups assigned to campaigns only per the Campaign Skill Group. As skill groups are often reused for new campaigns, this provides a historical trail for proper reporting. Filled in by the CallRouter. | DBINT | YES | ||||||
CallbackMessages | Number of callback messages processed by the skill group during the reporting interval. | DBINT | YES | ||||||
CallbackMessagesTime | Number of seconds the skill group spent processing callback messages during the reporting interval. | DBINT | YES | ||||||
CallsHandled | The number of inbound ACD calls answered and wrap-up completed by agents associated with this skill group during the reporting interval. This field is applicable for Unified ICM and Unified CCE. A handled call is:
A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. | DBINT | YES | ||||||
CallsAnswered | Number of routed calls answered by agents 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.
| DBINT | YES | ||||||
ConsultOutCalls | The number of external consult calls the agents in this skill group completed during this interval. | DBINT | NULL | ||||||
ConsultOutCallsTime | Time the agents in this skill group spent on consult external calls. It includes talk, hold, and wrap time. Time is counted when the call ends. This time | DBINT | NULL | ||||||
ConsultativeCalls | The number of consultative calls agents associated with the skill group that ended in this reporting. 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 | YES | ||||||
ConsultativeCallsTime | The number of seconds agents associated with this skill group spent handling a consultative call. 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 | YES | ||||||
CallsOffered | The number of calls received by this skill group for the current reporting interval. In Unified CCE with a Unified CCE System PG, a call is counted as offered when it is sent to a skill group. In Unified CCE without a Unified CCE System PG, a call is counted as offered only when it is answered.
| DBINT | YES | ||||||
CallsQueued | The number of calls queued to this skill group by the ACD in the current reporting interval. In Unified CCE with a Unified CCE System PG, this field is applicable and is updated when a call is queued to the skill group.
For consistent values, in Unified CCE regardless of whether there is a Unified CCE System PG, use RouterQueueCalls. | DBINT | YES | ||||||
ConferencedInCalls | The number of incoming calls skill group agents were conferenced into. 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 | YES | ||||||
ConferencedInCallsTime | The number of seconds agents associated with this skill group were involved in incoming conference calls. Conferenced in calls include both ACD and non-ACD. 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. For blind conferences in Unified CCE, the value is counted when an agent blind conferences the call to a VRU, and the database is updated every reporting. For blind conferences in Unified CCE with a Unified CCE System PG, the value is not updated in the database until another agent later answers the call that was blind conferenced to a VRU.
| DBINT | YES | ||||||
ConferencedOutCalls | The number of conference calls that the skill group agents initiated. The conferenced out 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 | YES | ||||||
ConferencedOutCallsTime | The number of seconds that agents spent on conference calls that they 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 | YES | ||||||
DateTime | The date and time at the start of the reporting interval. | DBSMALLDATE | 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 | YES | ||||||
EmergencyAssists | The number of emergency assist requests either by the agent or by the supervisor. This field is applicable for Unified CCE only. | DBINT | YES | ||||||
HoldTime | Number of seconds where all calls to an 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 | YES | ||||||
HandledCallsTalkTime | The number of seconds that agents spent in TalkTime for calls associated with this skill group that ended in this reporting interval. This field is applicable for both Unified ICM, Unified CCE and Outbound Option. | DBINT | YES | ||||||
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) The value in this field for the incoming routed calls includes:
| DBINT | YES | ||||||
IncomingCallsOnHoldTime | Total number of seconds that inbound ACD calls that agents associated with the 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 | YES | ||||||
IncomingCallsOnHold | The total number of inbound ACD calls that agents associated with the 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 | YES | ||||||
InternalCallsOnHoldTime | The total number of seconds internal calls agents associated with the skill group ended in this reporting ever put 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 | YES | ||||||
InternalCallsOnHold | The total number of internal calls that agents associated with the skill group ended in this reporting that were ever 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 | YES | ||||||
InternalCallsRcvdTime | Number of seconds spent on internal calls received by the agent during the reporting interval. The value is incremented when the after-call-work time associated with the call has completed. | DBINT | YES | ||||||
InternalCallsRcvd | Number of internal calls associated with this skill group that agents received and that ended during this 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 | YES | ||||||
InternalCalls | Number of internal calls agents 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 | YES | ||||||
InternalCallsTime | Number of seconds spent on internal calls initiated by the agent during the reporting interval. The value is incremented when the after-call-work time associated with the call has completed. | DBINT | YES | ||||||
InterruptedTime | The number of seconds during which all calls to the agent are in interrupted state during the reporting interval. | DBINT | YES | ||||||
InterceptCalls | The number of calls intercepted either by the supervisor or by the agent. This field is applicable for Unified CCE only. | DBINT | YES | ||||||
LoggedOnTime | Total time, in seconds, agents associated with this skill group were logged on during the reporting interval. This field is applicable for both Unified ICM, Unified CCE and Outbound Option. This value is based on the sum of the following:
| DBINT | YES | ||||||
MonitorCalls | The number of calls monitored either by the supervisor or by the agent. This field is applicable for Unified CCE only. | DBINT | YES | ||||||
NetConsultativeCalls | The number of Network consultative calls completed by agents in the skill group 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 | YES | ||||||
NetConsultativeCallsTime | The number of seconds agents in the skill group 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 | YES | ||||||
NetConferencedOutCalls | The number of Network conference calls that the skill group agents initiated. The conferenced out calls only include Network conference 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 | YES | ||||||
NetConfOutCallsTime | The number of seconds that agents spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent. 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 | YES | ||||||
NetTransferOutCalls | Number of calls that were network (Blind and Consultative) transferred out of 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 | YES | ||||||
NotReadyTime | Total seconds agents were in the Not Ready state for this skill group during the reporting interval. NotReadyTime is included in the calculation of LoggedOnTime. | DBINT | YES | ||||||
PickRequests | The total number of pick requests successfully routed to this skill group for this interval. | DBINT | NULL | ||||||
PullRequests | The total number of pull requests successfully routed to this skill group for this interval . | DBINT | NULL | ||||||
PickErrors | Number of pick requests resulting in an error. | DBINT | NULL | ||||||
PullErrors | Number of pull requests resulting in an error. | DBINT | NULL | ||||||
PercentUtilization | Percentage of Ready time that agents associated with this skill group spent talking or doing call work during the reporting interval. This is the percentage of time these agents spent working on calls versus the time agents were ready. | DBFLT4 | YES | ||||||
PrecisionQueueID | Foreign Key from Precision_Queue table. | DBINT | NULL | ||||||
PreviewCalls | Total number of outbound Preview calls made by agents 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 | YES | ||||||
PreviewCallsTime | Total handle time, in seconds, for outbound Preview calls handled by agents 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 when 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) has completed, and the database is updated every reporting. | DBINT | YES | ||||||
PreviewCallsTalkTime | Total talk time, in seconds, for outbound Preview calls handled by agents associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to when the agent begins after-call work for the call. 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. This field is applicable for both Unified ICM and Unified CCE, and the database is updated every reporting. | DBINT | YES | ||||||
PreviewCallsOnHold | The total number of ended outbound Preview calls that agents 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 | YES | ||||||
PreviewCallsOnHoldTime | The total number of seconds outbound Preview calls 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 | YES | ||||||
ReserveCalls | For Outbound Option, the number of reservation calls received by agents in this skill group during the reporting interval. | DBINT | YES | ||||||
ReserveCallsTime | For Outbound Option, the time during the reporting interval that outbound agents in this skill group spent on reservation calls waiting for delivery of a Campaign customer call. This includes preview time for Preview, Direct Preview, and Personal Callback calls. | DBINT | YES | ||||||
ReserveCallsTalkTime | For Outbound Option, the talk time for agents in this skill group on reservation calls during the reporting interval. This is calculated using Call State. | DBINT | YES | ||||||
ReserveCallsOnHold | For Outbound Option, the number of reservation calls for agents in this skill group placed on hold during the reporting interval. | DBINT | YES | ||||||
ReserveCallsOnHoldTime | For Outbound Option, the time that reservation calls for agents in this skill group are on hold during the reporting interval. | DBINT | YES | ||||||
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. | DBFLT8 | NOT NULL | ||||||
RedirectNoAnsCalls | 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. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||||
RedirectNoAnsCallsTime | The number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer 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. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||||
RouterAbandInterval1 | Number of calls abandoned within interval 1. For Skill Group Interval, RouterAbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. This column is applicable to both third-party ACDs and Unified CCE with the following exception: the column is not incremented if the call abandons after it is routed to a standard ACD, unless the call was translation routed. In a Unified CCE Enterprise Gateway deployment, a Unified ICM (parent) connected with a Unified CCE and with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would normally only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data. | DBINT | NULL | ||||||
RouterAbandInterval2 | Number of calls abandoned within interval 2. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval3 | Number of calls abandoned within interval 3. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval4 | Number of calls abandoned within interval 4. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval5 | Number of calls abandoned within interval 5. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval6 | Number of calls abandoned within interval 6. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval7 | Number of calls abandoned within interval 7. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval8 | Number of calls abandoned within interval 8. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval9 | Number of calls abandoned within interval 9. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAbandInterval10 | Number of calls abandoned within interval 10. See RouterAbandInterval1. | DBINT | NULL | ||||||
RouterAnsInterval1 | Number of calls answered within interval 1. For Skill Group Interval, RouterAnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This column is applicable to both third-party ACDs and CC Enterprise with the following exception: the column is not incremented if an agent on a third-party ACD answers the call, unless the call was translation routed. In a Unified CCE Enterprise Gateway deployment,a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would normally only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data. With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must change the call type of the call when self-service is completed. Otherwise, the time spent in self-service negatively impacts the Service Level. | DBINT | NULL | ||||||
RouterAnsInterval2 | Number of calls answered within interval 2. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval3 | Number of calls answered within interval 3. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval4 | Number of calls answered within interval 4. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval5 | Number of calls answered within interval 5. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval6 | Number of calls answered within interval 6. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval7 | Number of calls answered within interval 7. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval8 | Number of calls answered within interval 8. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval9 | Number of calls answered within interval 9. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterAnsInterval10 | Number of calls answered within interval 10. See RouterAnsInterval1. | DBINT | NULL | ||||||
RouterCallsAbandQ | Number of calls queued to the group by the CallRouter that were abandoned during the half-hour interval. The CallRouter sets this field. | DBINT | YES | ||||||
RouterDelayQAbandTime | The summation of time spent waiting in queue with this skill group by callers that abandon before being routed to an agent. The CallRouter sets this field. | DBINT | |||||||
RouterMaxCallsQueued | The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group it was queued to. The CallRouter sets this field. | DBINT | NULL | ||||||
RouterMaxCallWaitTime | The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable. The CallRouter sets this field. | DBINT | NULL | ||||||
RouterQueueCalls | Number of calls queued to the group by the CallRouter during the reporting interval. The CallRouter sets this field. | DBINT | YES | ||||||
RecoveryDay | Currently not used, set to zero (0). | DBINT | NOT NULL | ||||||
ReportingHalfHour | The value indicates Half Hour boundary interval (0 - 47). Two 15 minute interval records will have a unique half hour boundary value. | 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 | ||||||
ReservedStateTime | How long an agent is in Reserved state. This is counted using Agent State. | DBINT | YES | ||||||
RouterCallsOffered | The number of calls routed or queued for the Skill Group in the reporting interval. The CallRouter sets this field. This fields does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOffered field of Skill_Group tables. Note: RouterCallsOffered = RouterCallsAbandToAgent + CallsHandled + RouterCallsDequeued + RedirectNoAnsCalls + RouterError + ReserveCalls + RouterCallsAbandQ + RouterCallsAbandDequeued This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. This value is incremented by:
| DBINT | YES | ||||||
RouterCallsAbandToAgent | In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups. The CallRouter sets this field.
| DBINT | YES | ||||||
RouterCallsDequeued | The number of calls that were de-queued from this skill group to be routed to another skill group in the reporting interval. This field is also incremented when a call is de-queued by a Cancel Queue node. This field is applicable to Unified CCE environments and to ICM environments where calls are translation-routed to Skill Groups. The CallRouter sets this field. | DBINT | YES | ||||||
RouterError | The number of calls that resulted in an error condition in the reporting interval. A few examples of error condition are:
This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. The CallRouter sets this field.
See Router Error Codes for the complete list of RouterError codes. | DBINT | YES | ||||||
RouterCallsAbandDequeued | The number of calls that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented for all the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously queued to the longest at the time of the abandon. Normally, this would be the first group the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order. The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. The CallRouter sets this field. | DBINT | YES | ||||||
Reserved1 | Reserved for future use. | DBINT | YES | ||||||
Reserved2 | Reserved for future use. | DBINT | YES | ||||||
Reserved3 | Reserved for future use. | DBINT | YES | ||||||
Reserved4 | Reserved for future use. | DBINT | YES | ||||||
Reserved5 | Reserved for future use. | DBFLT4 | YES | ||||||
SkillTargetID | The SkillTargetID of the skill group. Together with the SkillGroupSkillTargetID, identifies the skill group member. | DBINT | NOT NULL | ||||||
SupervAssistCalls | Number of calls for which agents received supervisor assistance during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting. This field is applicable for Unified CCE. | DBINT | YES | ||||||
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. This field is applicable for Unified CCE. | DBINT | YES | ||||||
ShortCalls | The number of calls answered by agents 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 | YES | ||||||
ServiceLevel | Service Level for the skill group during the reporting interval. This value is computed based on the ServiceLevelCalls, ServiceLevelCallsoffered, ServiceLevelCallsAband, and CallsDequeued. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are:
| DBFLT4 | YES | ||||||
ServiceLevelCalls | The total number of calls of this skill group answered within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCalls is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. Other Skill Groups have ServiceLevelCallsDequeued incremented. Dequeuing the call by a Cancel Node has no impact on ServiceLevelCallsAband. This field is relevant to the Unified CCE environment only. With the existence of a network VRU, this value includes time in the network queue. | DBINT | YES | ||||||
ServiceLevelCallsAband | The total number of calls of this skill group abandoned within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCallsAband is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. This field is relevant to the Unified CCE environment only. | DBINT | YES | ||||||
ServiceLevelCallsDequeue | The number of queued calls de-queued from a skill group within the skill ServiceLevel threshold in the reporting interval. Calls may be de-queued by a Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.
| DBINT | YES | ||||||
ServiceLevelError | The calls that ended in Error state within the skill group Service Level threshold during the reporting interval.
| DBINT | YES | ||||||
ServiceLevelRONA | The calls that redirected on no answer within the Service Level threshold during the reporting interval. These calls are part of the ServiceLevelCallsOffered. Note: This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||||
ServiceLevelCallsOffered | The number of calls routed to a skill group or queued for a skill group in the reporting interval. Includes the following categories of calls:
| DBINT | YES | ||||||
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 | NOT NULL | ||||||
TalkInTime | Number of seconds agents 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 | YES | ||||||
TalkOutTime | Number of seconds agents associated with this skill group spent talking on external outbound or consultative transfer calls during the reporting interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. | DBINT | YES | ||||||
TalkOtherTime | Number of seconds agents spent talking on other calls (neither inbound nor outbound) during the reporting interval. Examples of other calls include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. | DBINT | YES | ||||||
TransferInCalls | 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. In Unified CCE with a Unified CCE System PG, a call is counted as offered when it is sent to a skill group. In Unified CCE, a call is counted as offered only when it is answered. This field is applicable for both Unified ICM and Unified CCE.
Note: "Calls" may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||||
TalkTime | Total seconds agents associated with this skill group were in the Talking state during the reporting interval. This value is based on the following:
| DBINT | YES | ||||||
TransferInCallsTime | Number of seconds agents associated with this skill group spent handling transferred in calls that ended during this 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. Note: For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG. Note: "Calls" may include voice calls and nonvoice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||||
TransferOutCalls | Number of calls transferred out of 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. Note: "Calls" may include voice calls and nonvoice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. | DBINT | YES | ||||||
TalkAutoOutTime | Number of seconds the agent spent talking on AutoOut (predictive) calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime. | DBINT | YES | ||||||
TalkPreviewTime | Number of seconds the agent spent talking on outbound Preview calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime. | DBINT | YES | ||||||
TalkReserveTime | Number of seconds the agent spent talking on agent reservation calls during the reporting interval. TalkReserveTime is included in the calculation of LoggedOnTime. | DBINT | YES | ||||||
WorkNotReadyTime | Total time in seconds agents associated with this skill group were in the WORK_NOT_READY state during the reporting interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime. | DBINT | YES | ||||||
WorkReadyTime | Total seconds agents in the skill group were in the WORK_READY state for tasks associated with this skill group that ended during this reporting interval. WorkReadyTime is included in the calculation of LoggedOnTime. | DBINT | YES | ||||||
WhisperCalls | The number of calls coached either by the supervisor or by the agent. This field is applicable for Unified CCE only. | DBINT | YES |
Skill_Group_Member
Table
This table is one of the Skill Group Member Detail tables in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
The Skill Group Member table maps agents to skill groups. Each skill group contains one or more member agents. Each agent can be a member of one or more skill groups.
Use the Skill Group Route Explorer tool to add, update, and delete Skill_Group_Member records.
Related Tables
Agent (AgentSkillTargetID maps to Agent.SkillTargetID)
Skill_Group (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Table 412. Indexes for Skill_Group_Member Table
index_name | index_description | index_keys |
---|---|---|
XIE1Skill_Group_Member | nonclustered located on PRIMARY | AgentSkillTargetID |
XPKSkill_Group_Members | clustered, unique, primary key located on PRIMARY | SkillGroupSkillTargetID, AgentSkillTargetID |
Table 413. Fields in Skill_Group_Member Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentSkillTargetID | The agent's SkillTargetID value. | DBINT | PK, FK, IE-1 NOT NULL |
SkillGroupSkillTargetID | The skill group's SkillTargetID value. | DBINT | PK, FK NOT NULL |
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.
Note | In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data. |
Local database only. Contains real time information about each skill group.
The system software generates a Skill_Group_Real_Time record for each skill group.
Related Table
Skill_Group (via SkillTargetID)
Table 414. Indexes for Skill_Group_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKSkill_Group_Real_Time | clustered, unique, primary key located on PRIMARY | SkillTargetID |
Table 415. Fields in Skill_Group_Real_Time Table
Name | Description | Data Type | Keys and NULL Option | ||||||
---|---|---|---|---|---|---|---|---|---|
AgentOutCallsTimeTo5 | The total handle time, in seconds, for outbound ACD calls associated with this skill group that ended during the rolling five-minute 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 updated in the database when the after-call work time associated with the call (if any) is completed. | DBINT | NULL | ||||||
AgentOutCallsTo5 | The total number of outbound ACD calls associated with this skill group that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. | DBINT | NULL | ||||||
AnswerWaitTimeTo5 | It is the current (rolling) five-minute interval total of:
| DBINT | NULL | ||||||
ApplicationAvailable | The number of agents belonging to this skill group who are currently ApplicationAvailable with respect to the MRD to which the skill group belongs. An agent is Application available if the agent is Not Routable and Available for the MRD. This means that the agent can be routed a task by the Email and Web Manager . | DBINT | NULL | ||||||
AutoOutCallsTalkTimeTo5 | Total talk time, in seconds, for AutoOut (predictive) calls handled by agents in the skill group that ended during the current five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. | DBINT | NULL | ||||||
AutoOutCallsTimeTo5 | Total handle time, in seconds, for AutoOut (predictive) calls handled by agents in the skill group that ended during the current five-minute 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 for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. | DBINT | NULL | ||||||
AutoOutCallsTo5 | Total number of AutoOut (predictive) calls made by agents in the skill group that ended during the current five-minute interval. The value is updated in the database when the after-call-work time associated with the call (if any) has completed. | DBINT | NULL | ||||||
Avail | Number of agents for the skill group in Not_Active state with respect to this skill group. | DBINT | NULL | ||||||
AvailTimeTo5 | Total seconds agents in the skill group have been in the Not_Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime. | DBINT | NULL | ||||||
AvgHandledCallsTalkTimeTo5 | Average talk time in seconds for calls counted as handled by the skill group during the rolling five-minute interval. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 AvgHandledCallsTalkTime is calculated only for calls counted as handled. This field is updated in the database when any after-call work associated with the call is completed. | DBINT | NULL | ||||||
AvgHandledCallsTimeTo5 | Average handle time in seconds for calls counted as handled by the skill group during the rolling five-minute interval. The value is calculated as follows: HandledCallsTimeTo5 / CallHandledTo5 The AvgHandledCallsTime value is updated in the database when the after-call work time associated with the call is completed. | DBINT | NULL | ||||||
BusyOther | Number of agents currently in the BusyOther state with respect to this skill group. | DBINT | NULL | ||||||
BusyOtherTimeTo5 | Number of seconds agents have spent in the BusyOther state during the rolling five-minute interval. BusyOtherTime is included in the calculation of LoggedOnTime. | DBINT | NULL | ||||||
CallsAnsweredTo5 | The number of calls that were answered by the skill group during the rolling five-minute interval. | DBINT | NULL | ||||||
CallsHandledTo5 | The number of calls that were handled by the skill group during the rolling five-minute interval. This field is applicable for both Unified ICM and Unified CCE. A handled call is:
A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. | DBINT | NULL | ||||||
CallsInProgress | The total number of ongoing non-voice tasks associated with this skill group. This field populates for non-voice tasks only. | DBINT | NULL | ||||||
CallsOfferedTo5 | Number of calls offered to the skill group during the rolling five-minute interval. A call is counted only when it is answered. This field represents local queue counts at the ACD. It is incremented only in the event of local queueing. In the event of Network Queueing, the field incremented in RouterCallsOfferedTo5. | DBINT | NULL | ||||||
CallsQueuedNow | The number of calls currently queued to this skill group by the ACD. This field represents local queue counts at the ACD. It is incremented only in the event of local queueing. In the event of Network Queueing, the field incremented in RouterCallsQNow. | DBINT | NULL | ||||||
DateTime | Central Controller date and time that this data was last updated. | DBDATETIME | NOT NULL | ||||||
HandledCallsTalkTimeTo5 | Total talk time, in seconds, for calls counted as handled by the skill group during the rolling five-minute interval. It is updated in the database when the after-call work time associated with the call (if any) is completed. | DBINT | 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 | ||||||
HandledCallsTimeTo5 | This field only applies to configured skill groups. Total handle time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval. Handle time is 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) The value in this field for the incoming routed calls includes:
| DBINT | NULL | ||||||
Hold | The number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. | DBINT | NULL | ||||||
HoldTimeTo5 | Number of seconds where all calls to the agent are on hold during the rolling five-minute 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 | ||||||
IcmAvailable | The number of agents belonging to this skill group who are currently ICMAvailable with respect to the MRD to which the skill group belongs. An agent is ICM available if s/he is Routable and Available for the MRD. This means that the agent can be routed a task by system software. | DBINT | NULL | ||||||
InterruptedTimeTo5 | The number of seconds during which all calls to the agent are in interrupted state during the rolling five-minute interval. | DBINT | NULL | ||||||
LoggedOn | Number of agents that are currently logged on to the skill group. This count is updated each time an agent logs on and each time an agent logs off. | DBINT | NULL | ||||||
LoggedOnTimeTo5 | Total time, in seconds, agents were logged on to the skill group during the current (rolling) five-minute interval. This value is based on the following:
This field is applicable for both Unified ICM, Unified CCEand Outbound Option. | DBINT | NULL | ||||||
LongestAvailAgent | A date and time value that specifies the time that the longest available agent for the skill group became available. If no agent was available, the value is 0 | DBDATETIME | NULL | ||||||
LongestCallQ | The date and time that the longest call in the queue for the skill group was placed in the queue.
| DBDATETIME | NULL | ||||||
NotReady | Number of agents in the Not Ready state for the skill group. | DBINT | NULL | ||||||
NotReadyTimeTo5 | Total seconds agents in the skill group have been in the Not Ready state during the rolling five-minute interval. NotReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL | ||||||
NumAgentsInterruptedNow | The number of agents whose state with respect to this skill group is currently Interrupted. | DBINT | NULL | ||||||
PercentUtilizationTo5 | Percentage of Ready time that agents in the skill group spent talking or doing call work during the rolling five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready. | DBFLT4 | NULL | ||||||
PreviewCallsTalkTimeTo5 | Total handle time, in seconds, for outbound Preview calls handled by agents in the skill group that ended during the rolling five-minute 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 for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. | DBINT | NULL | ||||||
PreviewCallsTimeTo5 | Total handle time, in seconds, for outbound Preview calls handled by agents in the skill group that ended during the current five-minute 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 for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. | DBINT | NULL | ||||||
PreviewCallsTo5 | Total number of outbound Preview calls made by agents in the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. | DBINT | NULL | ||||||
Ready | The number of agents who are Routable with respect to the MRD associated with this skill group, and whose state with respect to this skill group is currently something other than NOT_READY or WORK_NOT_READY. | DBINT | NULL | ||||||
ReserveCallsTalkTimeTo5 | This is the talk time for the reservation call. It should be either zero or a few seconds. This is counted using Call State. | DBINT | NULL | ||||||
RedirectNoAnsCallsTo5 | In the rolling five-minute interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||||
ReserveCallsTimeTo5 | This is the sum of the total number of reservation calls placed on hold and the talk time for the reservation call. This is counted using Call State. | DBINT | NULL | ||||||
ReserveCallsTo5 | Number of reservation calls. This should always equal to the ReserveCallsOnHoldToHalf. | DBINT | NULL | ||||||
ReservedAgents | Number of agents for the skill group currently in the Reserved state. | DBINT | NULL | ||||||
ReservedStateTimeTo5 | How long an agent is in Reserved state. This is counted using Agent State. | DBINT | NULL | ||||||
RouterCallsAbandQTo5 | The number of calls that abandoned while queued in the router to this agent, in the rolling five-minute interval. | DBINT | NULL | ||||||
RouterCallsAbandToAgentTo5 | In the rolling five-minute interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups. | DBINT | NULL | ||||||
RouterCallsAbandDequeuedTo5 | The number of calls that were de-queued from this skill group, and had to be routed to another skill group in the rolling five-minute interval. This field is incremented when a call is de-queued through the Cancel Queue node. | DBINT | NULL | ||||||
RouterCallsDequeuedTo5 | The number of calls that were de-queued from this skill group to be routed to another skill group in the rolling five-minute interval. This field is also incremented when a call is de-queued via Cancel Queue node. | DBINT | NULL | ||||||
RouterCallsOfferedTo5 | The number of calls received by this skill group in the rolling five-minute interval. This value is set by the Call Router. A call is counted as offered as soon at it is sent to a Skill Group. This value is incremented by:
This field does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOfferedTo5 field of Skill_Group tables. | DBINT | NULL | ||||||
RouterCallsQNow | Number of calls currently queued for the skill group at the CallRouter. This field does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsQueuedNow field of Skill_Group tables. | DBINT | NULL | ||||||
RouterLongestCallInQ | The time when the longest call in queue was queued for this skill group. | DBDATETIME | NULL | ||||||
ServiceLevelCallsAbandTo5 | The count of calls that abandon within the skill group SL threshold in rolling five-minute interval. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router will increment this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. Dequeuing the call via Cancel Node has no impact on ServiceLevelCallsAband. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.
| DBINT | NULL | ||||||
ServiceLevelCallsDequeuedTo5 | The number of calls de-queued from a skill group, within the skill group Service Level threshold, in rolling five-minute interval.
| DBINT | NULL | ||||||
ServiceLevelCallsOfferedTo5 | The number of calls that are routed to a skill group or queued for a the skill group in the rolling five-minute interval Includes these categories of calls
| DBINT | NULL | ||||||
ServiceLevelCallsTo5 | The number of calls that are answered by the skill group within the Service Level threshold in the rolling five-minute interval.
| DBINT | NULL | ||||||
ServiceLevelTo5 | Service Level for the skill group in rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are:
| DBFLT4 | NULL | ||||||
ServiceLevelRONATo5 | The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval. These calls are part of the ServiceLevelCallsOffered. This field is applicable to the Unified CCE environment only. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||||
SkillTargetID | Foreign key from the Skill Group table. The SkillTargetID of the agent. Together with the SkillGroupSkillTargetID, identifies the skill group member. | DBINT | PK, FK NOT NULL | ||||||
TalkAutoOutTimeTo5 | Number of seconds agents in the skill group spent talking on AutoOut (predictive) calls during the rolling five-minute interval. | DBINT | NULL | ||||||
TalkingAutoOut | Number of agents in the skill group currently talking on AutoOut (predictive) calls. | DBINT | NULL | ||||||
TalkingIn | Number of agents in the skill group currently talking on inbound calls. | DBINT | NULL | ||||||
TalkingOther | Number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of "other calls include agent-to-agent transfers and supervisor calls. | DBINT | NULL | ||||||
TalkingOut | Number of agents in the skill group currently talking on outbound calls. | DBINT | NULL | ||||||
TalkingPreview | Number of agents in the skill group currently talking on outbound Preview calls. | DBINT | NULL | ||||||
TalkingReserve | Number of agents in the skill group currently talking on agent reservation calls. | DBINT | NULL | ||||||
TalkInTimeTo5 | Total seconds agents spent talking on inbound calls for the skill group during the rolling five-minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. | DBINT | NULL | ||||||
TalkOtherTimeTo5 | Total seconds agents spent talking on other calls (neither inbound nor outbound) for the skill group during the rolling five-minute interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. | DBINT | NULL | ||||||
TalkOutTimeTo5 | Total seconds agents spent talking on outbound calls for the skill group during the rolling five-minute interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. | DBINT | NULL | ||||||
TalkPreviewTimeTo5 | Number of seconds agents in the skill group spent talking on outbound Preview calls during the current five-minute interval. | DBINT | NULL | ||||||
TalkReserveTimeTo5 | Number of seconds agents in the skill group spent talking on agent reservation calls during the rolling five-minute interval. | DBINT | NULL | ||||||
TalkTimeTo5 | Total seconds agents in the skill group have been in the Talking state during the rolling five-minute interval. This value is calculated as follows: TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5 | DBINT | NULL | ||||||
TransferInCallsTimeTo5 | Total number of seconds agents spent on calls transferred into the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||||
TransferInCallsTo5 | Number of calls transferred into the skill group that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. For blind transfers in Unified CCE, the value is updated in the database when an agent blind transfers the call to an IVR. For blind transfers in Unified CCE with a Unified CCE System PG, the value is not updated in the database until the call that was blind transferred to an IVR is subsequently transferred to another agent. Note: For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||||
TransferOutCallsTo5 | Number of calls transferred out of the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. | DBINT | NULL | ||||||
WorkNotReady | Number of agents in the skill group in the Work Not Ready state. | DBINT | NULL | ||||||
WorkNotReadyTimeTo5 | Total seconds agents have been in the Work Not Ready state during the rolling five-minute interval. WorkNotReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL | ||||||
WorkReady | Number of agents in the skill group in the Work Ready state. | DBINT | NULL | ||||||
WorkReadyTimeTo5 | Total seconds agents have been in the Work Ready state during the rolling five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime. | DBINT | NULL |
Skill_Target
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
Establishes a unique identifier for every agent, skill group, service, service array, and translation route in the enterprise.
The Skill Group Explorer maintains the Skill_Target table when you create or delete agents, skill groups, services, service arrays, or translation routes.
Related Tables
Agent (via SkillTargetID)
Route (via SkillTargetID)
Service (via SkillTargetID)
Service_Array (via SkillTargetID)
Skill_Group (via SkillTargetID)
All Tables for Unified CCE for Release 12-5-1 (via SkillTargetID)
Table 416. Indexes for Skill_Target Table
index_name | index_description | index_keys |
---|---|---|
XPKSkill_Target | clustered, unique, primary key located on PRIMARY | SkillTargetID |
Table 417. Fields in Skill_Target Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
SkillTargetID | A unique identifier for the skill target. | DBINT | PK NOT NULL |
SkillTargetType | Type of target:
| DBSMALLINT | NOT NULL |
Smart_License_Entitlements
This table is one of the Smart License tables.
This table stores the information on the pre-defined entitlement tags for identifying and reporting licenses on CSSM.
The information is presented in the table in multiple rows, one for each supported entitlement such as Standard and Premium Agent Entitlement for each supported product.
Related Tables
Smart_License_Info
Smart_License_Product
Smart_License_Server
Table 418. Indexes for the Smart_License_Server Table
index_name | index_description | index_keys |
---|---|---|
XPKSmart_License_Entitlements | Primary key | SmartLicenseEntitlementsTagID |
Table 419. Fields in the Smart_License_Server Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Increments when the record is changed in the database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when the record was added/updated. | DBDATETIME | NULL |
DeploymentType | Deployment mode of the system. | varchar(255) | NULL |
EntitlementTag | Unique tag per Product ID (PID). For example, Standard or Premium Agent EntitlementTag. EntitlementTag names are different for different types licenses. | VARCHAR(255) | NULL |
EntitlementDisplayname | Identifies the entitlement names for the configured deployment. | VARCHAR(255) | NULL |
EntitlementDescription | Displays the description of the Entitlement on CSSM. 1 - Direct 2 - Proxy 3 - Satellite Connected 4 - Satellite Disconnected | VARCHAR(255) | NULL |
EntitlementVersion | Entitlement Version is usually 1.0 unless multiple versions are required by the product. | VARCHAR(255) | NULL |
EnforcementMode | Current enforcement mode of the entitlement. List of the probable modes:
| VARCHAR(50) | NULL |
FutureUseVarChar1 | Reserved for future use. | VARCHAR(255) | NULL |
FutureUseVarChar2 | Reserved for future use. | VARCHAR(255) | NULL |
FutureUseInt1 | Reserved for future use. | DBINT | NULL |
FutureUseInt2 | Reserved for future use. | DBINT | NULL |
LicenseType | The two types of license supported are:
The default value 1(Perpetual). | DBINT | NULL |
LockUsage | It is the highest license consumption value above and beyond entitlement value when the system is in Out-of-compliance state. | DBINT | NULL |
OutOfCompliance | This flag tells whether this Entitlement is in OutOfCompliance. | DBINT | NULL |
OutOfComplianceCount | Displays the number of times the Entitlements are OutOfCompliance. | DBINT | NULL |
PeakUsage | Displays the peak usage of this entitlement | DBINT | NULL |
SmartLicense EntitlementsTagID | Gets the Smart License ID from the Next_Available_Number table. | DBINT | NOT NULL |
Smart_License_Info
This table is one of the Smart License tables.
This table captures the Registration and Authorization status for a Smart License Agent instance running on a Unified CCE instance. The fields in this table represent the responses received from the Cisco Smart Software Manager (CSSM) portal using internal APIs.
Each row displays the information for one Smart Agent instance.
Related Tables
Smart_License_Server
Smart_License_Product
Smart_License_Entitlements
Table 420. Indexes for the Smart_License_Info Table
index_name | index_description | index_keys |
---|---|---|
XPKSmart_License_Info | Primary key | SmartLicenseInfoID |
Fields in the Smart_License_Info Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AuthorizationExpires | Date and time of expiry of the product license authorization. Product license authorization must be renewed before this date. | DBDATETIME | NULL |
AuthorizationFailedReason | Reason for failure of authorization attempt. | VARCHAR(255) | NULL |
ChangeStamp | Incremented when the record is changed in the database. | CHANGESTAMP | NOT NULL |
CssmAuthorizationStatus | Authorization status ID of Unified CCE with CSSM or Satellite. Default value is 5 | DBINT | NULL |
CssmRegistrationStatus | Registration status ID of Unified CCE with CSSM or Satellite. Default value is 2 | DBINT | NULL |
DaysLeftInEvaluationMode | Number of days left in evaluation mode. | DBINT | NULL |
DaysLeftInOutOfCompliance | Number of days left in Out Of Compliance mode. | DBINT | NULL |
DateTimeStamp | Records the date and time when the record is added/updated. | DBDATETIME | NULL |
ExportControlledAllow | N indicates that encryption cannot be turned on. Values Y or N are allowed | DBCHAR | NULL |
EvaluationExpiredTime | Date and time of expiry of the product evaluation period. | DBDATETIME | NULL |
FutureUseDateTime1 | Reserved Field | DBDATETIME | NULL |
FutureUseInt1 | Reserved Field | DBINT | NULL |
FutureUseInt1 | Reserved Field | DBINT | NULL |
FutureUseInt2 | Reserved Field | DBINT | NULL |
FutureUseInt3 | Reserved Field | DBINT | NULL |
FutureUseInt4 | Reserved Field | DBINT | NULL |
FutureUseInt5 | Reserved Field | DBINT | NULL |
FutureUseInt6 | Reserved Field | DBINT | NULL |
FutureUseVarChar1 | Reserved Field | VARCHAR(255) | NULL |
FutureUseVarChar2 | Reserved Field | VARCHAR(255) | NULL |
FutureUseVarChar3 | Reserved Field | VARCHAR(255) | NULL |
FutureUseVarChar4 | Reserved Field | VARCHAR(255) | NULL |
FutureUseVarChar5 | Reserved Field | VARCHAR(255) | NULL |
IsAuthorizationFailed | Y if the product license authorization attempt fails. Values Y or N are allowed | DBCHAR | NULL |
IsRegistrationFailed | Y if the product license registration attempt fails. Values Y or N are allowed | DBCHAR | NULL |
LastAuthorizationAttempt | Date and Time of the last renewal attempt for the product license authorization. | DBDATETIME | NULL |
LastRenewalAttempt | Date and Time of the last renewal attempt for the product license registration. | DBDATETIME | NULL |
NextAuthorizationAttempt | Date and Time of the next renewal attempt for the product license authorization. | DBDATETIME | NULL |
NextRenewalAttempt | Date and Time of the next renewal attempt for the product license registration. | DBDATETIME | NULL |
OverageDays | The number of days you can use Unified CCE when Out Of Compliance. | DBINT | NULL |
OverageDaysUpdatedTime | Time stamp when the overage days column is updated. | DBDATETIME | NULL |
ProductInstance | Registered Product instance with CSSM. | VARCHAR(100) | NULL |
RegistrationExpires | Date and Time at which the product license registration will expire. Product license registration must be renewed before this date. | DBDATETIME | NULL |
RegistrationFailedReason | Reason for registration attempt failure. | VARCHAR(255) | NULL |
SmartAccount | Name of Smart Account Name. | VARCHAR(100) | NULL |
SmartLicenseInfoID | Gets the Smart License ID from the Next_Available_Number table. | DBINT | PK Clustered |
SmartLicenseServerId | Foreign key to SmartLicenseServer | DBINT | NULL |
VirtualAccount | Name of Virtual Account Name. | VARCHAR(100) | NULL |
Smart_License_Product
This table is one of the Smart License tables.
This table stores the information about the pre-defined product tag, display name and description to identify the product instances on CSSM.
Related Tables
Smart_License_Info
Smart_License_Server
Smart_License_Entitlements
Table 421. Indexes for the Smart_License_Server Table
index_name | index_description | index_keys |
---|---|---|
XPKSmart_License_Product | Primary key | SmartLicenseProductID |
Table 422. Fields in the Smart_License_Server Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | This field is incremented when the record is changed in the database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when the license record was added/updated. | DBDATETIME | NULL |
FutureUseInt1 | Reserved for future use. | DBINT | NULL |
FutureUseInt2 | Reserved for future use. | DBINT | NULL |
FutureUseVarChar1 | Reserved for future use. | VARCHAR(255) | NULL |
FutureUseVarChar2 | Reserved for future use. | VARCHAR(255) | NULL |
ProductDescription | Displays the description of the product license in the product instance overview of CSSM. | VARCHAR (255) | NULL |
ProductDisplayName | Displays the name of the product in the product instance overview of CSSM. | VARCHAR (255) | NOT NULL |
ProductEnvironment | Displays the environment of the product in the product instance overview of CSSM. The two types of environments supported are:
| DBINT | NULL |
PrivacyEnabled | Displays the privacy status of the product in the product instance overview of CSSM. Values 0 or 1 are allowed.
| DBINT | NULL |
ProductTag | Is a unique id defined for each product like UCCE, PCCE and HCS-CC. | VARCHAR (255) | NOT NULL |
ProductVersion | Product Version is usually 1.0 unless multiple versions are required by the product. | VARCHAR (30) | NULL |
SmartLicenseProductID | Gets the Smart License ID from the Next_Available_Number table. | DBINT | PK Clustered |
Smart_License_Server
This table is one of the Smart License tables.
This table stores the Unified CCE specific configuration information that is required for connection and registration to CSSM.
This table will come under configuration database table.
Related Tables
Smart_License_Info
Smart_License_Product
Smart_License_Entitlements
Table 423. Indexes for the Smart_License_Server Table
index_name | index_description | index_keys |
---|---|---|
XPKSmart_License_Server | Primary key | SmartLicenseServerID |
Table 424. Fields in the Smart_License_Server Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AgentId | ID that is used to identify the source of the notification when there are multiple instances of an agent on the same system. | VARCHAR(255) | NULL |
ChangeStamp | Increments when the record is changed in the database. | CHANGESTAMP | NOT NULL |
CssmResponseTimeout | Maximum wait time from CSSM before SmartAgent times out and API fails. | DBINT | NULL |
DateTimeStamp | Records the date and time when the record was added/updated. | DBDATETIME | NULL |
DeploymentMode | 1 - Enterprise 2 - HCS | DBINT | NOT NULL |
ExcludeSpikes | Applies the 95 percentile formula to exclude spikes if this value set to Y. Values Y or N are allowed Default value is Y | DBCHAR | NOT 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 |
FutureUseVarChar1 | Reserved for future use. | VARCHAR(255) | NULL |
FutureUseVarChar2 | Reserved for future use. | VARCHAR(255) | NULL |
FutureUseVarChar3 | Reserved for future use. | VARCHAR(255) | NULL |
FutureUseVarChar4 | Reserved for future use. | VARCHAR(255) | NULL |
FutureUseVarChar5 | Reserved for future use. | VARCHAR(255) | NULL |
IDToken | Get the token from Cisco Licensing Cloud CSSM. | VARCHAR(255) | NULL |
IsProvisionAllowed | Defines the enforcement level applied. Default value is Y which allows MACD operation on Agents and Features. Default. Values Y or N are allowed. | DBCHAR | NOT NULL |
LicenseType | 1 -Perpetual 2 - Flex | DBINT | NOT NULL |
OutOfCompliance | Defines if the system is OutOfCompliance. Allowed: Y or N | DBCHAR | NULL |
OutOfComplianceStartTime | The Out-of-Compliance start date. | DBDATETIME | NULL |
OutOfComplianceCount | Number of times system went into Out Of Compliance. Default Value: 0 | DBINT | NULL |
ProxyHostnameOrIP | Intermediate HTTP/HTTPS proxy Host name or IP address | VARCHAR(255) | NULL |
ProxyPort | Intermediate HTTP/HTTPS proxy port address | DBINT | NULL |
SmartCode | For internal use. | VARCHAR(255) | NULL |
SmartLicenseServerID | Gets the Smart License ID from the Next_Available_Number table. | DBINT | PK Clustered |
SerialNumber | Serial number to identify the product. | VARCHAR(50) | NULL |
TransportGatewayUrl | Smart Software Manager Satellite URL only in mediated deployment mode. | VARCHAR(255) | NULL |
TransportType | 0 - Direct 1 - On-Prem CSSM 2 - Proxy | DBINT | NOT NULL |
TransportUrl | Cisco Smart Software Manager transport URL in non-mediated deployment mode. | VARCHAR(255) | NULL |
Special_Day_Schedule
This table contains the list of special days such as holidays that have a different business hour schedule compared to the regular days. Each row records the business hour schedule of a special day.
Related Tables
Business_Hours (through BusinessHoursID)
Business_Hours_Reason (through BusinessHourReasonID)
Table 425. Indexes for Special_Day_Schedule Table
index_name | index_description | index_keys |
---|---|---|
XPKSpecial_Day_Schedule | Primary key | SpecialDayScheduleID |
XIE1Special_Day_Schedule | Inversion key | BusinessHoursID |
Table 426. Fields in Business_Hours Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
SpecialDayScheduleID | Schedule ID of the special day. | DBINT | PK NOT NULL | ||
BusinessHoursID | Unique ID of the business schedule object. | DBINT | FK, IE NOT NULL | ||
Description | Name or short description of the special day. | DESCRIPTION | NULL | ||
ScheduleStatus | Indicates whether the business hour is open or closed.
| DBTINYINT | NOT NULL | ||
SpecialDay | Specifies the date of the month for the special month. Valid values range from 1 to 31. | DBSMALLINT | NOT NULL | ||
MonthOfSpecialDay | Specifies the month of the special day. Valid values range from 1 to 12. | DBSMALLINT | NOT NULL | ||
YearOfSpecialDay | Specifies the year of the special day. | DBSMALLINT | NOT NULL | ||
StartHour | Specifies the hour the special day starts. The value is stored in the local time of the scheduled zone. Use this parameter in conjunction with the EndHour parameter.
| DBSMALLINT | NULL | ||
StartMinute | Specifies the minute the special day starts. Use this parameter in conjunction with the EndMinute parameter.
| DBSMALLINT | NULL | ||
StartSecond | Specifies the second the special day starts. Use this parameter in conjunction with the EndSecond parameter.
Default value is zero. | DBSMALLINT | NULL | ||
EndHour | Specifies the hour the special day ends. Use this parameter in conjunction with the StartHour parameter.
| DBSMALLINT | NULL | ||
EndMinute | Specifies the minute the special day ends. Use this parameter in conjunction with the StartMinute parameter.
| DBSMALLINT | NULL | ||
EndSecond | Specifies the second the special day ends. Use this parameter in conjunction with the StartSecond parameter.
Default value is zero. | DBSMALLINT | NULL | ||
BusinessHourReasonID | Displays the foreign key from the Business Hours Reason table. | DBINT | FK NOT NULL | ||
DateTimeStamp | Records the date and time when the record was added or updated. | DBDATETIME | NULL | ||
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
FutureUseInt1 | Future Use | DBINT | NULL | ||
FutureUseInt2 | Future Use | DBINT | NULL | ||
FutureUseVarChar1 | Future Use | VARCHAR(64) | NULL | ||
FutureUseVarChar2 | Future Use | VARCHAR(64) | NULL |
Survey (For Future Use)
This table will define the configurations for Survey Name, Type of Survey and also the associated configuration for the Survey. It will be one record per survey application.
Related Tables
Survey_Question (For Future Use) (through SurveyID)
Survey_Result (For Future Use) (through SurveyQuestionID)
Table 427. Indexes for Surey Table
index_name | index_description | index_keys |
---|---|---|
XPKSurvey | Primary key | SurveyID |
XAK1Survey | Unique key | EnterpriseName |
Table 428. Fields in Survey Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed | CHANGESTAMP | NOT NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
DepartmentID | Foreign key from Department. NULL for global deployment. | DBINT | NULL |
Description | Additional information about Survey | DESCRIPTION | NULL |
EnterpriseName | Survey application name. Different Survey can be mapped to the same SurveyApplication. | varchar(32) | AK1,NOT 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 |
FutureUseVarchar1 | Reserved for future use | VARCHAR(64) | NULL |
FutureUseVarchar2 | Reserved for future use | VARCHAR(64) | NULL |
SurveyID | Survey Application ID. | DBINT | PK, NOT NULL |
SurveyType | Survey type - specifies how the survey will be conducted. 0 - Voice based survey | DBINT | NOT NULL |
SurveyApplication | Survey application name on CVP that will be played when the Survey is triggered. | varchar(32) | NOT NULL |
Survey_Question (For Future Use)
This table defines the configuration for each survey question.
Related Tables
Survey (For Future Use) (through SurveyID)
Survey_Result (For Future Use) (through SurveyQuestionID)
Table 429. Indexes for Surey Table
index_name | index_description | index_keys |
---|---|---|
XPKSurvey_Question | Primary key | SurveyQuestionID |
Table 430. Fields in Survey Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Question Description | DESCRIPTION | NULL |
QuestionSequence | The question sequence in survey application. Range is 1 to 10. | DBINT | NOT NULL |
QuestionContent | Question content to be specified. Reserved field for future use. | varchar(512) | NULL |
QuestionType |
| DBINT | AK1 NOT 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 |
FutureUseVarchar1 | Reserved for future use | VARCHAR(64) | NULL |
FutureUseVarchar2 | Reserved for future use | VARCHAR(64) | NULL |
SurveyID | Survey Application ID. | DBINT | FK,NOT NULL |
SurveyQuestionID | Survey question ID. | DBINT | NOT NULL |
Survey_Result (For Future Use)
Survey_Results is a historical report table, which stores the Survey Results. For every survey interaction, the table will have a result data.
Related Tables
Survey (For Future Use) (through SurveyID)
Survey_Question (For Future Use) (through SurveyID)
Table 431. Indexes for Surey Table
index_name | index_description | index_keys |
---|---|---|
XPKSurvey_Result | Primary key | DateTime, SurveyID |
XAK1 Survey_Result | Unique key | Recovery Key |
Table 432. Fields in Survey Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ANI | Automatic Number Identification. Identifies the calling party. | varchar(32) | NULL |
AgentTeamID | A unique identifier for the agent team. | DBINT | NULL |
AgentSkillTargetID | The agent's SkillTargetID value. | DBINT | NULL |
CallTypeID | A unique identifier for this call type. | DBINT | NOT NULL |
DateTime | DateTime of event in Central Controller Time. | DBDATETIME | 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 | 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 |
FutureUseVarchar1 | Reserved for future use | varchar(32) | NULL |
FutureUseVarchar2 | Reserved for future use | varchar(32) | NULL |
MRDomainID | An identifier for the Media Routing Domain in the Unified ICM system configuration. | DBINT | FK, NULL |
PrecisionQueueID | ID and primary key. | DBINT | NULL |
QuestionType1 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType2 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType3 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType4 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType5 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType6 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType7 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType8 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType9 | Type of Survey Question. | DBINT | FK,NULL |
QuestionType10 | Type of Survey Question. | DBINT | FK,NULL |
Response1 | Result of Survey Question 1. | DBINT | NULL |
Response2 | Result of Survey Question 2. | DBINT | NULL |
Response3 | Result of Survey Question 3. | DBINT | NULL |
Response4 | Result of Survey Question 4. | DBINT | NULL |
Response5 | Result of Survey Question 5. | DBINT | NULL |
Response6 | Result of Survey Question 6. | DBINT | NULL |
Response7 | Result of Survey Question 7. | DBINT | NULL |
Response8 | Result of Survey Question 8. | DBINT | NULL |
Response9 | Result of Survey Question 9 | DBINT | NULL |
Response10 | Result of Survey Question 10. | DBINT | NULL |
RouterCallKey | A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. This value is for the original call. | DBINT | NOT NULL |
RouterCallerKeyDay | A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. This value is for the original call. | DBINT | NOT NULL |
RouterCallKeySequenceNumber | A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. This value is for the original call. | DBINT | NOT NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/CCE software to track the record. | DBFLT8 | NOT NULL |
SurveyID | Survey Application ID. | DBINT | NOT NULL |
SkillGroupID | Skill Group ID to which the Call is queued. | 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 |
System_Attribute
This table is used to store properties related to the deployment like hardware layout type and default configuration values of the components.
Table 433. Fields in System_Attribute Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
SystemAttributeID | A unique identifier for this system attribute. | DBINT | NOT NULL |
AttributeName | An attribute name for this system attribute; the attribute name must be unique. | varchar(128) | NOT NULL |
AttributeValue | The value of the system attribute; used to store a name value pair, such as proxyurl, timeout, retries, or labmode, for example. | varchar(512) | NOT NULL |
ChangeStamp | A value that increments when the record changes in the central controller database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | The date and time that a record is added or updated. | DBDATETIME | NULL |
System_Capacity_Interval
This table belongs to the Reporting category. It is used to update the maximum number of concurrent agents logged on for a particular interval.
Table 434. Indexes for System_Capacity_Interval Table
index_name | index_description | index_keys |
---|---|---|
XIE1System_Capacity_Interval | nonclustered located on PRIMARY | DataTime |
XFK1System_Capacity_Interval | Foreign key | CustomerDefinitionId |
Table 435. Fields in System_Capacity_Interval Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
CustomerDefinitionId | Identifies the Customer Instance, foreign key to Customer Definition table. | DBINT | NULL |
DateTime | The Central Controller date and time at the start of the interval when the row was generated. | DBSMALLDATE | NOT NULL |
DbDateTime | The current date and time stamp when the records are written to the HDS database. The date and time stamp in the logger database is the time at which router generated/cut the interval record. | 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 |
FutureUseInt6 | Reserved for future use. | DBINT | NULL |
FutureUseInt7 | Reserved for future use. | DBINT | NULL |
FutureUseInt8 | Reserved for future use. | DBINT | NULL |
FutureUseInt9 | Reserved for future use. | DBINT | NULL |
FutureUseInt10 | Reserved for future use. | DBINT | NULL |
ICRInstanceID | A unique identifier for the instance. | DBINT | NOT NULL |
MaxAgentsLoggedIn | The maximum number of agents logged on to all the peripherals in the ICM system-specific interval. | DBINT | NULL |
MaxCPS | Reserved for future use. | DBINT | NULL |
MaxCVPCallControlPorts | The cumulative maximum number of CVP callcontrol ports used or assigned during a specified interval in all the active CVPs. | DBINT | NULL |
MaxVRUPorts | The cumulative maximum number of CVP VRU ports used or assigned during a specified interval in all the active CVPs. | DBINT | NULL |
MaxCallsInProgress | Reserved for future use. | DBINT | NULL |
MaxAgentQueuePairs | Reserved for future use. | DBINT | NULL |
MaxAgentsHandledPrevOB | Maximum number of Agents who handled Outbound calls in Preview mode. | DBINT | NULL |
MaxAgentsHandled PredProgOB | Maximum number of Agents who handled Outbound calls in Preview and/or Progressive mode | DBINT | NULL |
MaxCallTypeSkillGroupPairs | Reserved for future use. | DBINT | NULL |
MaxCongestionLevel | Reserved for future use. | DBINT | NULL |
MaxVoiceAgentsLoggedIn | The maximum number of Voice only Agents logged in. | DBINT | NULL |
MaxNonVoiceAgents LoggedIn | The maximum number of non-voice Agents logged in (Email and/or Chat), and/or voice Agents logged in. | DBINT | NULL |
MaxPerpetualPremiumAgentsLoggedIn | The maximum number of Premium agent logged into system. This is for perpetual license. | DBINT | NULL |
MaxFlexStdAgentsLoggedIn | The maximum number of Standard agent logged into system. | DBINT | NULL |
MaxFlexPremiumAgentsLoggedIn | The maximum number of Premium agent logged into system. | DBINT | NULL |
MaxICMAgents | The maximum number of ICM agents logged in to all the peripherals in the ICM system-specific interval. | DBINT | NULL |
MaxDialerPorts | The cumulative maximum number of dialer ports used during the interval on all the active dialers. | DBINT | NULL |
MaxLocalAgentsLoggedIn | This is to keep maximum local agents logged-in in an interval. All agents count shall be ignored which are associated with ACMI PG. | DBINT | NULL |
MaxCvaPorts | Maximum CVA ports used for this interval. | DBINT | NULL |
ReportingInterval | The router uses this value to calculate the system capacity data for that interval. The valid values are 15 or 30 (default). | DBINT | NULL |
RecoveryKey | A unique ID assigned to each record and used internally by the Unified ICM/ Unified CCE software to track the record. | DBFLT8 | 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 | NOT NULL |
System_Capacity_Real_Time
System_Capacity_Real_Time provides configured and adjusted real-time capacity setting associated with the system.
Table 436. Indexes for System_Capacity_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPK_System_Capacity_Real_Time | clustered, unique, primary key located on PRIMARY | ICRInstanceID |
Table 437. Fields in System_Capacity_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AdjustedCapacity | Adjusted CPS capacity during run time based on System Realtime conditions. This is reported as scaled up value by 1000. | DBINT | NOT NULL |
AverageCPS | Use to set the rejection treatment mode. For the following deployment types, this field does not include the Agent Greeting calls:
| DBFLT4 | NOT NULL |
AverageSkillsPerAgent | Average skills per agent value reported as scaled up by 1000. | DBINT | NOTLevel1Onset NULL |
CustomerDefinitionId | Identifies the Customer Instance. Set to 1 for all Unified and Packaged CCE deployments. Supported in HCS-CC SCC deployments. | DBINT | NULL |
ConfiguredCapacity | Configured CPS capacity. | DBINT | NOT NULL |
CurrentCongestionLevel | Current congestion level. | DBINT | NOT NULL |
DateTime | Central Controller date and time that this data was last updated. | DBDATETIME | NOT NULL |
DateTimeCongested | Congestion start time. | DBDATETIME | NOT NULL |
DateTimeCurrentLevel | Current congestion level start time. | DBDATETIME | NOT NULL |
Level1Abate | Level 1 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. | DBINT | NOT NULL |
Level2Abate | Level 2 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. | DBINT | NOT NULL |
Level3Abate | Level 3 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. | DBINT | NOT NULL |
Level1Onset | Level 1 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. | DBINT | NOT NULL |
Level2Onset | Level 2 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. | DBINT | NOT NULL |
Level3Onset | Level 3 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. | DBINT | NOT NULL |
Level1Reduction | Level 1 call rate reduction. | DBINT | NOT NULL |
Level2Reduction | Level 2 call rate reduction. | DBINT | NOT NULL |
Level3Reduction | Level 3 call rate reduction. | DBINT | NOT NULL |
RejectionPercentage | Current call reduction percentage. | DBINT | NOT NULL |
TotalAgentsLoggedOn | Logged in agents. | DBINT | NOT NULL |
MaxICMAgents | The maximum number of ICM agents logged in to all the peripherals in the ICM system-specific interval. | DBINT | NULL |
MaxDialerPortsNow | The cumulative maximum number of dialer ports used on all the active dialers at the current time. | DBINT | NULL |
MaxVoiceAgentsLoggedIn | The maximum number of Voice Agents logged in. | DBINT | NULL |
MaxNonVoiceAgentsLoggedIn | The maximum number of non-voice Agents logged in (Email and/or Chat). | DBINT | NULL |
MaxAgentsHandledPreviewOutbound | The maximum number of Agents handled Outbound calls in Preview mode. | DBINT | NULL |
MaxAgentsHandledPredProgOutbound | The maximum number of Agents handled Outbound calls in Preview and/or Progressive mode. | DBINT | NULL |
MaxPerpetualPremiumAgentsLoggedInNow | The maximum number of Premium agent logged into system. This is for perpetual license. | DBINT | NULL |
MaxStdAgentsLoggedInNow | The maximum number of Standard agent logged into system. | DBINT | NULL |
MaxPremiumAgentsLoggedInNow | The maximum number of Premium agent logged into system. | DBINT | NULL |
MaxCVPCallControlPorts | The maximum number of CVP Call control ports utilized. | DBINT | NULL |
MaxVRUPorts | The Maximum number of VRU Call control ports utilized | DBINT | 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 |
Termination_Call_Detail
This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.
It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.
It contains information about handling each call at a peripheral. Therefore, the system generates a Termination_Call_Detail record for each call that arrives at a peripheral.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.
Related Tables
Agent (AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps to Agent.SkillTargetID)
Call_Type (through CallTypeID)
Media_Routing_Domain (through MRDomainID)
Network_Target (through NetworkTargetID)
Peripheral (through PeripheralID)
Precision_Queue (through PrecisionQueueID)
Route (through RouteID)
Route_Call_Detail (through Day + RouterCallKey)
Service (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Group (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Termination_Call_Variable (RecoveryKey maps to Termination_Call_Variable.TCDRecoveryKey)
Table 438. Indexes for Termination_Call_Detail Table
index_name | index_description | index_keys | ||
---|---|---|---|---|
XPKTermination_Call_Detail | Primary key
| RecoveryKey | ||
XAK2Termination_Call_Detail | Unique key
| DateTime, PeripheralID, ICRCallKey | ||
XIE1Termination_Call_Detail | Inversion key | DateTime | ||
XIE2Termination_Call_Detail | Inversion key | DbDateTime | ||
XIE3Termination_Call_Detail | Inversion key | RouterCallKeyDay, RouterCallKey | ||
XIE4Termination_Call_Detail | Inversion key | CallGUID |
Table 439. Fields in Termination_Call_Detail Table
Name | Description | Data Type | Keys and NULL Option | ||||
---|---|---|---|---|---|---|---|
AgentPeripheralNumber | The peripheral number of the agent who handled the call.
| VARCHAR(32) | NULL | ||||
AgentSessionId | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Unique identifier for Agent login session of the agent who handled the call. If there are no agents involved in the call, this field is NULL. | VARCHAR(64) | NULL | ||||
AgentSkillTargetID | Identifies which agent handled a call. This value (for example, 5001), is unique among all skill targets in the enterprise. It is taken from the Agent table in the Unified ICM central database. AgentSkillTargetIDs are generated automatically when the agent is first configured in the Agent Configuration window of Unified ICM Configuration Manager. The AgentSkillTargetID is used only if agents are configured. If agents are not configured, the value for AgentSkillTargetID is NULL. You can use the AgentPeripheralNumber to determine the peripheral number of the agent that handled the call. | DBINT | NULL | ||||
ANI | The ANI value for the call. | VARCHAR(32) | NULL | ||||
AnsweredDateTimeUTC | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp when the Agent answers the call. If an Agent does not answer a call, then this field is NULL. | DBDATETIME | NULL | ||||
AnsweredWithinServiceLevel | Indicates whether the agent answered the call within the service level defined for the service:
This field is always "no" when using Precision Queues | DBCHAR | NULL | ||||
ApplicationData | Additional data passed in the End Task message for this task. | VARCHAR(100) | NULL | ||||
ApplicationTaskDisposition | A field passed in the End Task message for this task. This is application-specific code that indicates why the task ended. For example, Email and Web Manager use the ApplicationTaskDisposition field to indicate that the task ended because an agent closed an email without responding to it. | DBINT | NULL | ||||
Attributes | XML formatted string containing agent attributes from 1 through 10 and corresponding values are as follows:
It is possible that the XML document may overflow the VARCHAR 255 definition. When this occurs, the attribute list will be truncated. Therefore, it is important to note that some attributes may be truncated. | VARCHAR(255) | NULL | ||||
BadCallTag | Indicates whether the call was marked as bad by the agent. Stored as a character:
BadCallTag is set by desktop applications that implement the bad call request protocol. Finesse does not support this currently. BadCallTag is also set when the CallDisposition is 26. Refer to the Termination Call Detail: Call Disposition and CallDispositionFlag Fields chapter for more details on this CallDispositon. | DBCHAR | NULL | ||||
BillRate | Reserved for future use. | DBSMALLINT | NULL | ||||
CallDisposition | The final disposition of call (or how the call terminated). To see the list of values, see Termination Call Detail: Call Disposition and CallDispositionFlag Fields. As long as the call leg has conference time that is accrued, and the peripheral call type is not Conference (15), Call Disposition will be conferenced. | DBSMALLINT | NOT NULL | ||||
CallDispositionFlag | A series of flags providing detail on the call disposition. To see the list of values, see Termination Call Detail: Call Disposition and CallDispositionFlag Fields. | DBINT | NULL | ||||
CallSegmentTime | Time, in seconds, that the system took to segment a private network call. For example, if the system software handed off the caller to a menu of choices, CallSegmentTime reflects how long the caller spent in the menu. | DBINT | NULL | ||||
CallTypeID | In Unified ICM and Unified CCE, indicates which call type, and therefore which routing script, was used to route this call.
| DBINT | NULL | ||||
CallTypeReportingDateTime | This value indicates interval date time that Router used TCD record to calculate Call Type related historical data. | DBDATETIME | IE-3 NULL | ||||
CallReferenceID | This value uniquely identifies the instance of a call in a Unified CM cluster. With the Avaya G3 PG (TSAPI), this field contains the Universal Call ID (UCID) received from the Avaya AES server. UCID is a unique call identifier across all switches in the network. | VARCHAR(32) | IE-4 NULL | ||||
CallTerminatedDateTimeUTC | The UTC timestamp at which the call was terminated. | DBDATETIME | NULL | ||||
CED | The Caller Entered Digits (CED) associated with the call. This is filled for Outbound Option Reservation or Personal Callback Calls. The values are:
| VARCHAR(30) | NULL | ||||
ConferenceTime | The cumulative number of seconds that the call was in conference with more than two parties. ConferenceTime is recorded for both ACD and non-ACD calls. The value includes any HoldTime associated with the call. It is updated when the agent drops off the call or the call becomes a simple two-party call. Depending on who initiated the call, ConferenceTime from Termination_Call_Detail is used in the following Skill Group and Agent Skill Group tables:
| DBINT | NULL | ||||
ConferenceStartDateTimeUTC | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp when the conference is first completed. | DBDATETIME | NULL | ||||
ConferenceEndDateTimeUTC | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp when the conference ended, and only 2 parties remain in the conference call. | DBDATETIME | NULL | ||||
ConsultStartDateTimeUTC | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp at which the agent initiated a consult call. | DBDATETIME | NULL | ||||
ConsultEndDateTimeUTC | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp at which the agent ended the consult call and connected back to the caller. | DBDATETIME | NULL | ||||
DateTime | The date/time that the Termination_Call_Detail table record is generated by the Peripheral Gateway (PG). The Termination_Call_Detail table record is generated by the PG when the call has either physically left the PG (for example, IVR routes the call to an agent) or when wrap-up is completed for the call after the call has left the agent device (either by disconnect, or through transfer completion). | DBDATETIME | AK-2, IE-1 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-2 NULL | ||||
DelayTime | The time in seconds that the call is active on the switch but not queued to a skill group or trunk resource. For example, if a call arrives at an ACD and an announcement is played before the call is queued, from the time the call arrives at the ACD to the time the call gets queued is the DelayTime. DelayTime includes all time the call spent on announcements. For ACDs that can de-queue calls, a call can go back into the delay state and DelayTime can begin accumulating again. DelayTime is used to calculate Duration in the Termination_Call_Detail record. It is also used to calculate the following fields in the Service and Route Half Hour tables:
| DBINT | NULL | ||||
DigitsDialed | The digits dialed for an outbound call initiated on the ACD. These digits are not provided by all ACDs. Currently, only IVRs, the Aspect CallCenter, and the DEFINITY ECS provide values in the DigitsDialed field. In addition, if a call is translation routed, the receiving PG also reports this field even though the call is inbound. This field is set for Unified CCE. | VARCHAR(40) | NULL | ||||
DNIS | The DNIS value, provided by the ACD, that arrives with the call. | VNAME32 | NULL | ||||
Duration | Duration of the call in seconds. This is the time that the switch is processing the call. The Duration field comprises several fields of the Termination_Call_Detail table: LocalQTime + RingTime + TalkTime + WorkTime + HoldTime + DelayTime + NetQTime + NetworkTime | DBINT | NULL | ||||
ECCPayloadID | A unique identifier for this ECC payload | DBINT | NULL | ||||
EnterpriseQueueTime | This field indicates the amount of time the call was in the queue, on the parent Unified CCE system in CVP, or another network queuing platform.
| DBINT | 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 | ||||
FutureUseVarchar1 | Reserved for future use | VARCHAR(64) | NULL | ||||
FutureUseVarchar2 | Reserved for future use | VARCHAR(64) | NULL | ||||
HoldTime | The cumulative time, in seconds, that the call was put on hold by at least one agent device. A call may be put on hold by more than one agent device during its duration. The call might be finished by being abandoned, transferred, handled to completion, and so on.
| DBINT | NULL | ||||
ICRCallKey | A unique number generated at the PG for every call. Values are reused after approximately 2 billion calls. | DBINT | AK-2 NOT NULL | ||||
ICRCallKeyChild | Link to the ICRCallKey field of a child call (used for transfers and multiple-way conference calls). | DBINT | NULL | ||||
ICRCallKeyParent | Link to the ICRCallKey field of a parent call (used for transfers and conference calls). | DBINT | NULL | ||||
InstrumentPortNumber | Instrument number or extension number of the device that handled the call at the peripheral. This field often contains the extension of the agent who handled or placed the call. For CCE, when multi-line is enabled, the field usually contains the non-ACD extension, if used. This field, however, is not reliable. There are several scenarios in which the field is not filled in correctly, including but not limited to the following:
This field is also populated for outbound calls. | DBINT | NULL | ||||
LocalQTime | ICM 5.x: Measures the cumulative time, in seconds, that the call spent queued at the local ACD and the time the call spent queued in the network VRU. ICM 6.x and 7.x: Measures only the cumulative time, in seconds, that the call spent queued at the local ACD. NetQTime (see below) measures the time that the call spends queued in the network VRU. Both: During its duration, a call can be queued to multiple answering resources (for example, a trunk, voice port, skill group, etc.). LocalQTime includes time the call spent queued to any of these resources. LocalQTime does not include any DelayTime (before the call is queued), or RingTime (after the call leaves the queue). LocalQTime is a completed call time, not an agent state time. LocalQTime is used to calculate Duration in Termination_Call_Detail, and to calculate the following Service and Route values:
LocalQTime is also used to calculate the AnswerWaitTime in the Skill Group and Agent Skill Group tables. | DBINT | NULL | ||||
LocationParamPKID | Globally unique location identifier. | VARCHAR(128) | NULL | ||||
LocationParamName | Location name. | VARCHAR(50) | NULL | ||||
MRDomainID | An identifier for the Media Routing Domain in the Unified ICM system configuration. | DBINT | FK NULL | ||||
NetQTime | Represents the time that the call spent on Network Queue in the CallRouter. The LocalQTime field is used for local ACD queuing. | DBINT | NULL | ||||
NetworkTargetID | The identifier of the peripheral target to which the call was delivered. | DBINT | FK NULL | ||||
NetworkTime | The number of seconds between the PG receiving a "pre-call message from the CallRouter for the task and an Offer Task (or Start Task, if an Offer Task is not sent) message for the task. | DBINT | NULL | ||||
NetworkSkillGroupQTime | Represents the time the call is queued for the skill group identified by the RoutedSkillGroupSkillTargetID field in the network VRU. It is the time when the call is queued to the specific skill group until the call is routed by the router. The router resets the time when the call is requeried. | DBINT | NULL | ||||
NewTransaction | Call has been re-classified via transfer, overflow, or new transaction. Indicates that there is at least one more row in Termination Call Detail for this call. | DBCHAR | NULL | ||||
Originated | Indicates which Unified CCE component initiates the call. 'D' - originated from Dialer. | char(1) | NULL | ||||
PeripheralCallKey | An identifier assigned to the call by the peripheral (ACD, IVR). The range and type of value used in this field vary depending on the type of peripheral. For example:
| DBINT | NULL | ||||
PeripheralCallType | Type of call reported by the peripheral. To see valid settings for this field, see Termination Call Detail: Peripheral Call Type. | DBSMALLINT | NULL | ||||
PeripheralID | Identifies which peripheral handled the call. This value (for example, 5002), is unique among all peripherals in the enterprise. It is taken from the Peripheral table in the Unified ICM central database. Peripheral IDs are generated automatically when a peripheral is configured in the Peripheral Configuration window of Unified ICM Configuration Manager. | DBSMALLINT | FK, AK-2 NOT NULL | ||||
PrecisionQueueID | Foreign key to the Precision_Queue table | DBINT | NULL | ||||
PrecisionQueueStepOrder | Integer that defines the order of rows for a Precision Queue Step. | DBINT | NULL | ||||
Priority | Used by the DEFINITY ECS to indicate the priority of the call. | DBSMALLINT | NULL | ||||
ProtocolID | Internal reference ID used to identify the component class (PBX/VRU/ACD) The possible values are:
| DBINT | NULL | ||||
PstnTrunkGroupID | The Trunk Group ID on which the call arrived on the IOS Gateway. | VARCHAR(32) | NULL | ||||
PstnTrunkGroupChannelNumber | The Trunk Group Channel Number on which the call arrived on the IOS Gateway. | DBINT | 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/Unified CCE software to track the record.
| DBFLT8 | AK-1 NOT NULL | ||||
RingTime | The number of seconds that the call spent ringing at the agent's teleset before it was answered. Ring time occurs after any DelayTime and LocalQTime. For diverted calls (that is, calls that rang at an agent's teleset before being redirected on failure to answer), RingTime is the sum of the time that the call spent ringing at each teleset. RingTime is added to Skill Group Half Hour and Agent Skill Group half-hour tables when the call completes. RingTime is also used to compute the following Route and Service half-hour values:
| DBINT | NULL | ||||
RouteID | Identifies the route where the call was sent. The value (for example, 6), is unique among all routes in the enterprise. It is taken from the Route table in the Unified ICM central database. Route IDs are generated automatically when a route is configured in the Route Configuration window of Unified ICM Configuration Manager. | DBINT | FK NULL | ||||
RouterCallKey | This value is created by the system software and forms the unique portion of the 64-bit key for the call. Unified CCE resets this counter at midnight.
| DBINT | NULL | ||||
RouterCallKeyDay | The day that the call was taken and the Termination_Call_Detail record was created. This field contains a value only for calls that were translation-routed or post-routed to or from an ACD. Together with RouterCallKey, the Day value forms a unique 64-bit key for the call. The PG might not have this information for all calls, but if it does, it allows you to track all states of a call between the Route_Call_Detail and the Termination_Call_Detail tables by using the cradle-to-grave call tracking facility. (For calls that span a day, the day may not correspond to the day specified in the DateTime field.)
| DBINT | NULL | ||||
RouterCallKeySequenceNumber | A sequence number used for ordering rows for cradle-to-grave call tracking. This number is a best effort to describe the order in which call legs were created and bears no relation to the order in which calls ended. This is not the order in which the Termination_Call_Detail records were created. (This field also exists in the Route_Call_Detail table, where it defines the order in which the route requests were created.) There are a few scenarios where the RouterCallKeySequenceNumber may not be unique for a given RouterCallKey (specifically when translation routing to a Service Controlled IVR). For example, a call plays a prompt based on the script. This call is directly routed to a release node and produces a duplicate RouterCallKeySequenceNumber. | DBINT | NULL | ||||
RoutedSkillGroupSkillTargetID | The RoutedSkillGroupSkillTargetID is the SkillGroupSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null. | DBINT | NULL | ||||
RoutedServiceSkillTargetID | The RoutedServiceSkillTargetID is the ServiceSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null. | DBINT | NULL | ||||
RoutedAgentSkillTargetID | The RoutedAgentSkillTargetID is the AgentSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null. | DBINT | NULL | ||||
ServiceSkillTargetID | Identifies which service handled the call. This value (for example, 5004) is unique among all skill targets in the enterprise. It is taken from the Service table in the Unified ICM central database. ServiceSkillTargetIDs are generated automatically when a service is configured in the Service Configuration window of Unified ICM Configuration Manager. If the call is handled by a non-configured service, this field is set to null. In addition, if the call is not associated with a service, the field is set to null (for example, in the case of non-ACD calls). | DBINT | FK NULL | ||||
SkillGroupSkillTargetID | Identifies which skill group handled the call. This value (for example, 5010) is unique among all skill targets in the enterprise. It is taken from the Skill_Group table in the Unified ICM central database. SkillGroupSkillTargetIDs are generated automatically when a skill group is configured in the Skill Group Configuration window of Unified ICM Configuration Manager. If the call is handled by a non-configured skill group, this field is set to null. | DBINT | FK NULL | ||||
SourceAgentPeripheralNumber | Peripheral number of agent that initiated the call.
| VARCHAR(32) | NULL | ||||
SourceAgentSkillTargetID | The identifier for the agent that initiated the call. This value is set only if the agent associated with SourceAgentPeripheralNumber is configured in the system software. | DBINT | NULL | ||||
StartDateTimeUTC | The date/time in UTC that the call was first seen at the Peripheral Gateway (PG), e.g. ingress call arrival, agent initiated call, new call resulting from a call transfer. | DBDATETIME | NULL | ||||
TalkTime | The cumulative time, in seconds, that the call was in a talking state on the destination device. TalkTime is a completed call time, not an agent state time. TalkTime is used in the calculation of Duration in the Termination_Call_Detail record. It is also used to calculate TalkTime in the Services and Route tables.
| DBINT | NULL | ||||
TimeToAband | The elapsed time in seconds before the call was abandoned. This can include DelayTime, LocalQTime, and RingTime, depending on when the call was abandoned. This value is set only when the call is not answered by an agent or trunk resource. | 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 | NULL | ||||
TransferredDateTimeUTC | The UTC timestamp at which the agent completes the transfer. | DBDATETIME | NULL | ||||
Trunk | The number (as known to the peripheral) of the trunk on which the call arrived. | DBINT | NULL | ||||
TrunkGroupID | The identifier of the trunk group on which the call arrived at the peripheral. | DBINT | FK NULL | ||||
UserToUser | ISDN User to User information for a private network call. | VARCHAR(131) | NULL | ||||
Variable1 | First of five variables used for call segmentation. Can also contain data entered during call wrap-up. (Maps to Aspect variable A.) | VARCHAR(40) | NULL | ||||
Variable2 | Call segmentation variable (maps to Aspect variable B). | VARCHAR(40) | NULL | ||||
Variable3 | Call segmentation variable (maps to Aspect variable C). | VARCHAR(40) | NULL | ||||
Variable4 | Call segmentation variable (maps to Aspect variable D). | VARCHAR(40) | NULL | ||||
Variable5 | Call segmentation variable (maps to Aspect variable E). | VARCHAR(40) | NULL | ||||
Variable6 | Call segmentation variable. | VARCHAR(40) | NULL | ||||
Variable7 | Call segmentation variable. | VARCHAR(40) | NULL | ||||
Variable8 | Call segmentation variable. | VARCHAR(40) | NULL | ||||
Variable9 | Call segmentation variable. | VARCHAR(40) | NULL | ||||
Variable10 | Call segmentation variable. | VARCHAR(40) | NULL | ||||
WorkTime | The cumulative number of seconds of after-call work time associated with the call. After-call work includes post-call activities such as completing paperwork or consulting with associates. Work time is a completed call time, not an agent state time. WorkTime is used to calculate Duration in the Termination_Call_Detail table and HandleTime in the Unified ICM Service, Route, and Call_Type tables. | DBINT | NULL | ||||
WrapupData | Data entered by the agent during call wrap- up. WorkTime is used to calculate Duration in the Termination_Call_Detail table and HandleTime in the Unified ICM Service, Route, and Call_Type tables. | VARCHAR(40) | NULL | ||||
WrapUpStartDateTimeUTC | (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp at which the agent cleared the call and moved to after call work. | DBDATETIME | NULL |
Termination_Call_Variable
This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.
It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.
Each row in this table records the value of an expanded call variable for a call that is handled at a peripheral. If the expanded call variable is an array, one Termination_Call_Variable row is generated for each element of the array. Therefore, the system software generates a Termination_Call_Variable record for every expanded call variable of a call that is handled at a peripheral.
Because this table grows larger in size, 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. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.
Related Tables
Expanded_Call_Variable (via ExpandedCallVariableID)
Termination_Call_Detail (TCDRecoveryKey maps to Termination_Call_Detail.RecoveryKey)
Table 440. Indexes for Termination_Call_Variable Table
index_name | index_description | index_keys |
---|---|---|
XAK1Termination_Call_Variable | Clustered, unique, unique key located on PRIMARY | TCDRecoveryKey, ExpandedCallVariableID, ArrayIndex |
XIE1Termination_Call_Variable | Nonclustered located on PRIMARY | DateTime |
XIE2Termination_Call_Variable | Nonclustered located on PRIMARY | DbDateTime |
XPKTermination_Call_Variable | Nonclustered, unique, primary key located on PRIMARY | RecoveryKey |
Table 441. Fields in Termination_Call_Variable Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ArrayIndex | If the expanded call variable is an array, this identifies the array element: 0 to N-1, where N is the size of the array. | DBINT | AK-2 NOT NULL |
DateTime | The date and time when the call was routed. | DBSMALLDATE | IE-1 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-2 NULL |
ECCValue | The value of the call variable or array element. | VARCHAR(255) | NULL |
ExpandedCallVariableID | Identifies the expanded call variable. | DBSMALLINT | AK-2, FK NOT NULL |
RecoveryKey | Unique identity that is assigned to each record and used internally by the Unified ICM and Unified CCE software to track the record. | DBFLT8 | AK-1 NOT NULL |
TCDRecoveryKey | The date and time when the call was routed. | DBFLT8 | AK-2 NOT NULL |
Time_Zone_Location
The table contains the list of timezones that can be selected in a system. The list is based on the Microsoft Windows timezone definitions stored in the following location:
\HKLM\Microsoft\Microsoft Windows NT\Current Version\TimeZone
These definitions also include daylight savings and its offset from UTC.
Related Tables
Business_Hours (through TimeZoneLocationID)
Table 442. Indexes for Time_Zone_Location Table
index_name | index_description | index_keys |
---|---|---|
XPKTimeZone_Location | Primary key | TimeZoneLocationID |
XIE1TimeZone_Location | Inversion key | TimeZoneLocationName |
Table 443. Fields in Time_Zone_Location Table
Field | Description | Data Type | Keys and NULL Option |
---|---|---|---|
TimeZoneLocationID | Unique ID for timezone location. | DBINT | PK NOT NULL |
TimeZoneLocationName | The location name of the specific time zone. | VARCHAR(32) | IE NOT NULL |
TimeZoneDisplayName | Defines the name of the time zone. | VARCHAR(128) | NOT NULL |
DateTimeStamp | Records the date and time when the record was added or updated. | DBDATETIME | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
Translation_Route
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
Each row defines a special route that is used for sending additional information with the call. When the peripheral receives a call targeted at a translation route, it requests the true route from the CallRouter process.
Use the Translation Route Explorer or Translation Route Wizard to add, update, and delete Translation_Route records.
Related Tables
Logical_Interface_Controller (via LogicalControllerID)
Skill_Target (via SkillTargetID)
Translation_Route_Half_Hour (TranslationRouteSkillTargetID maps to Translation_Route.SkillTargetID)
Table 444. Indexes for Translation_Route Table
index_name | index_description | index_keys |
---|---|---|
XAK1Translation_Route | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XIE1Translation_Route | nonclustered located on PRIMARY | LogicalControllerID |
XPKTranslation_Route | clustered, unique, primary key located on PRIMARY | SkillTargetID |
Table 445. Fields in Translation_Route Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the translation route. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the translation route. This name must be unique among all translation routes in the enterprise. | VNAME32 | AK-1 NOT NULL |
LogicalControllerID | The Logical Interface Controller associated with the translation route. | DBSMALLINT | FK, IE-1 NOT NULL |
SkillTargetID | An identifier that is unique among all skill targets in the enterprise. | DBINT | PK, FK NOT NULL |
Type | The type of translation route:
| DBINT | NOT NULL |
Translation_Route_Half_Hour
This table is in the Skill Target category (see Skill Target). To see database rules for these tables, see Skill Target Tables.
Provides statistics for each translation route. These statistics are updated every 30 minutes.
Related Tables
Routing_Client (via RoutingClientID)
Translation_Route (via TranslationRouteSkillTargetID)
Table 446. Indexes for Translation_Route_Half_Hour Table
index_name | index_description | index_keys |
---|---|---|
XAK1Translation_Route_Half_Hour | nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Translation_Route_Half_Hour | nonclustered located on PRIMARY | DbDateTime |
XPKTranslation_Route_Half_Hour | clustered, unique, primary key located on PRIMARY | DateTime, RoutingClientID, TranslationRouteSkillTargetID, TimeZone |
Table 447. Fields in Translation_Route_Half_Hour Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AvgRoutesInUseToHalf | Average number of routes in use in the last half hour. | DBINT | NULL |
AvgRouteTimeToHalf | Average time (in seconds) to successfully complete a translation route for a routing client. | DBINT | NULL |
ConfigErrorsToHalf | The number of times the router finds configuration error during a translation route for a routing client. | 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 database. | DBDATETIME | IE1-Indexed NULL |
MaxRoutesInUseToHalf | Maximum number of routes used in a translation routing for a routing client in the half hour interval. | DBINT | NULL |
MaxRouteTimeToHalf | Maximum time (in seconds) to successfully complete a translation route for a routing client. | DBINT | NULL |
PGTimeOutsToHalf | The number of times PG times out the translation route for a routing client. Not applicable for translation route to VRU. | DBINT | NULL |
RecoveryKey | Unique record identifier. | DBFLT8 | AK1 NOT NULL |
RoutedToHalf | The number of times translation route is completed successfully. | DBINT | NULL |
RouterTimeOutToHalf | The number of times router times out the translation route for a routing client. | DBINT | NULL |
RoutingClientID | The unique identifier of the routing client. | DBSMALLINT | 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 |
TranslationRouteSkillTargetID | The unique identifier of the translation route. | DBINT | PK, FK NOT NULL |
UnAvailableToHalf | The number of times router cannot find available route in a translation route for a routing client. | DBINT | NULL |
UsedToHalf | The number of times translation route is used to send calls to VRU or agent peripheral to a routing client. | DBINT | NULL |
Trunk
This is in the Device category (see Device). For database rules, see Device Tables.
Each row describes a trunk associated with a peripheral. Trunks are grouped by the Trunk Group table.
Use the Trunk bulk configuration tools to add, update, and delete Trunk records.
Related Table
Trunk_Group (via TrunkGroupID)
Vru_Port_Map (via TrunkID)
Table 448. Indexes for Trunk Table
index_name | index_description | index_keys |
---|---|---|
XAKTrunk | nonclustered, unique, unique key located on PRIMARY | TrunkGroupID, TrunkNumber |
XPKTrunk | clustered, unique, primary key located on PRIMARY | TrunkID |
Table 449. Fields in Trunk Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CircuitProvider | The carrier that provides the circuit. | VNAME32 | NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
TrunkGroupID | Foreign key from the Trunk Group table. | DBINT | AK-1, FK NOT NULL |
TrunkID | A unique identifier for the trunk. | DBINT | PK NOT NULL |
TrunkNumber | Trunk number as understood by the peripheral. | DBINT | AK-1 NOT NULL |
TrunkType | Type of trunk. To see the list of values, see Trunk Type. | DBSMALLINT | NOT NULL |
Trunk_Group
This is in the Device category (see Device). For database rules, see Device Tables.
Each row defines a group of trunks. A peripheral determines how to handle a call based on the DNIS and the trunk group on which it arrives.
Use the Trunk Group bulk configuration tools to add, update, and delete Trunk_Group records.
Related Tables
Network_Trunk_Group (via NetworkTrunkGroupID)
Peripheral (via PeripheralID)
Trunk_Group_Five_Minute (via TrunkGroupID)
Trunk_Group_Half_Hour (via TrunkGroupID)
Trunk_Group_Real_Time (via TrunkGroupID)
Trunk (via TrunkGroupID)
Table 450. Indexes for Trunk_Group Table
index_name | index_description | index_keys |
---|---|---|
XAK1Trunk_Group | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XAK2Trunk_Group | nonclustered, unique, unique key located on PRIMARY | PeripheralID, PeripheralNumber |
XIE1Trunk_Group | nonclustered located on PRIMARY | NetworkTrunkGroupID |
XPKTrunk_Group | clustered, unique, primary key located on PRIMARY | TrunkGroupID |
Table 451. Fields in Trunk_Group Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ConfigParam | A string of parameters the system software sends to the peripheral to initialize the trunk group. | varchar | NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Deleted | Deleted Flag. Stored as a character:
| DBCHAR | NOT NULL |
Description | Additional information about the trunk group. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the trunk group. This must be unique among all trunk groups in the enterprise. | VNAME32 | AK-1 NOT NULL |
Extension | The extension number for the trunk group (used by the Definity ECS ACD). | VTELNO10 | NULL |
NetworkTrunkGroupID | Optionally, the network trunk group to which this trunk group belongs. | DBINT | FK, NULL |
PeripheralID | Foreign key from the Peripheral table. | DBSMALLINT | AK-2, FK NOT NULL |
PeripheralName | Trunk group name as given by the peripheral. | VNAME32 | NOT NULL |
PeripheralNumber | Trunk group number as given by the peripheral. | DBINT | AK-2 NOT NULL |
TrunkCount | The number of trunks in the trunk group. If the value is -1 (the default), the system software determines the number of trunks in the group dynamically by examining the Trunk table. Do not change this value unless the Trunk data are not reliable. | DBINT | NOT NULL |
TrunkGroupID | Unique identifier for this trunk group. | DBINT | PK NOT NULL |
Trunk_Group_Five_Minute
This is in the Device category (see Device). For database rules, see Device Tables.
It gets populated on central and HDS databases. This table contains information about a trunk group collected during each five-minute interval.
The system software generates Trunk_Group_Five_Minute records for each trunk group.
Related Table
Trunk_Group (via TrunkGroupID)
Table 452. Indexes for Trunk_Group_Five_Minute Table
index_name | index_description | index_keys |
---|---|---|
XAK1Trunk_Group_Five_Minute | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XPKTrunk_Group_Five_Minute | Clustered, unique, primary key located on PRIMARY | DateTime, TrunkGroupID, TimeZone |
Table 453. Fields in Trunk_Group_Five_Minute Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AllTrunksBusyToHalf | Total time, in seconds, during the current half-hour interval that all trunks in the group were busy. | DBINT | NULL |
DateTime | Central Controller date and time at the start of the five-minute interval. | DBSMALLDATE | PK 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/Unified CCE software to track the record. | DBFLT8 | AK-1 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 |
TrunkGroupID | Foreign key from the Trunk Group table. | DBINT | PK, FK NOT NULL |
TrunksIdle | Number of non-busy trunks in the group at the end of the five-minute interval. | DBINT | NULL |
TrunksInService | Number of trunks in this trunk group in service at the end of the five-minute interval. | DBINT | NULL |
Trunk_Group_Half_Hour
This is in the Device category (see Device). For database rules, see Device Tables.
It gets populated on central and HDS databases. This table contains information about a trunk group collected during each 30-minute interval. The system software generates Trunk_Group_Half_Hour records for each trunk group.
Related Table
Trunk_Group (via TrunkGroupID)
Table 454. Indexes for Trunk_Group_Half_Hour Table
index_name | index_description | index_keys |
---|---|---|
XAK1Trunk_Group_Half_Hour | Nonclustered, unique, unique key located on PRIMARY | RecoveryKey |
XIE1Trunk_Group_Half_Hour | Nonclustered located on PRIMARY | DbDateTime |
XPKTrunk_Group_Half_Hour | Clustered, unique, primary key located on PRIMARY | DateTime, TrunkGroupID, TimeZone |
Table 455. Fields in Trunk_Group_Half_Hour Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AllTrunksBusyToHalf | Total time, in seconds, during the half-hour interval that all trunks in the group were busy. | DBINT | NULL |
CallsAbandonedToHalf | Number of calls to the trunk group abandoned during the current half-hour interval. | DBINT | NULL |
CallsInToHalf | Number of incoming calls received on the trunk group during the half-hour interval. | DBINT | NULL |
CallsOutToHalf | Number of outbound calls sent on the trunk group during the half-hour interval. | DBINT | NULL |
DateTime | Central Controller date and time at the start of the half-hour 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 |
InServiceTimeToHalf | Aggregate number of seconds trunks in the group were in service during the half-hour interval. | DBINT | NULL |
InUseInboundTimeToHalf | Aggregate number of seconds trunks in the group were used for inbound calls during the half-hour interval. | DBINT | NULL |
InUseOutboundTimeToHalf | Aggregate number of seconds trunks in the group were used for outbound calls during the half-hour interval. | DBINT | 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/Unified CCE software to track the record. | DBFLT8 | AK-1 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 |
TrunkGroupID | Foreign key from the Trunk Group table. | DBINT | PK, FK NOT NULL |
TrunksIdle | Number of non-busy trunks in the group at the end of the half-hour interval. | DBINT | NULL |
TrunksInService | Number of trunks in the group in service at the end of the half-hour interval. | DBINT | NULL |
Trunk_Group_Real_Time
This is in the Device category (see Device). For database rules, see Device Tables.
Local database only.
Contains real time information about each trunk group.
The system software generates a Trunk_Group_Real_Time record for each trunk group.
Related Table
Trunk_Group (via TrunkGroupID)
Table 456. Indexes for Trunk_Group_Real_Time Table
index_name | index_description | index_keys |
---|---|---|
XPKTrunk_Group_Real_Time | nonclustered, unique, primary key located on PRIMARY | TrunkGroupID |
Table 457. Fields in Trunk_Group_Real_Time Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AllTrunksBusyHalf | Total number of seconds during the current half-hour interval that all trunks in the group were busy. | DBINT | NULL |
AllTrunksBusyToday | Total number of seconds since midnight that all trunks in the group were busy. | DBINT | NULL |
CallsAbandonedHalf | Number of calls to the trunk group abandoned in queue during the current half-hour interval. | DBINT | NULL |
CallsAbandonedToday | Number of calls to the trunk group abandoned in queue since midnight. | DBINT | NULL |
CallsInHalf | Number of inbound calls received on the trunk group during the current half-hour interval. | DBINT | NULL |
CallsInNow | Number of inbound calls currently in progress on the trunk group. | DBINT | NULL |
CallsInToday | Number of inbound calls received on the trunk group since midnight. | DBINT | NULL |
CallsOutHalf | Number of outbound calls received on the trunk group during the current half-hour interval. | DBINT | NULL |
CallsOutNow | Number of outbound calls currently in progress on the trunk group. | DBINT | NULL |
CallsOutToday | Number of outbound calls received on the trunk group since midnight. | DBINT | NULL |
DateTime | Central Controller date and time that this data was last updated. | DBDATETIME | NOT NULL |
InServiceTimeHalf | Aggregate number of seconds trunks in the group have been in service during the current half-hour interval. | DBINT | NULL |
InServiceTimeToday | Aggregate number of seconds trunks in the group have been in service since midnight. | DBINT | NULL |
InUseInboundTimeHalf | Aggregate number of seconds trunks in the group have been in use for inbound calls during the current half-hour interval. | DBINT | NULL |
InUseInboundTimeToday | Aggregate number of seconds trunks in the group have been in use for inbound calls since midnight. | DBINT | NULL |
InUseOutboundTimeHalf | Aggregate number of seconds trunks in the group have been in use for outbound calls during the current half-hour interval. | DBINT | NULL |
InUseOutboundTimeToday | Aggregate number of seconds trunks in the group have been in use for outbound calls since midnight. | DBINT | NULL |
TrunkGroupID | Foreign key from the Trunk Group table. | DBINT | PK, FK NOT NULL |
TrunksIdle | Number of non-busy trunks in the group now. | DBINT | NULL |
TrunksInService | Number of trunks in the trunk group in service now. | DBINT | NULL |
User_Formula
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row describes a custom function. A custom function is a shorthand for an expression. It may, optionally, accept parameters. The expression associated with the function is stored in the User_Formula_Equation table.
Use the Script Editor to create, modify, and delete custom functions.
Related Table
User_Formula_Equation (via UserFormulaID)
Table 458. Indexes for User_Formula Table
index_name | index_description | index_keys |
---|---|---|
XAK1User_Formula | clustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKUser_Formula | nonclustered, unique, primary key located on PRIMARY | UserFormulaID |
Table 459. Fields in User_Formula Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the function. | DESCRIPTION | NULL |
EnterpriseName | An enterprise name for the function. Custom function names always begin with "user". | VNAME32 | AK-1 NOT NULL |
Length | The number of bytes in the expression for the function. | DBINT | NOT NULL |
ParamCount | The number of parameters the function accepts. | DBINT | NOT NULL |
UserFormulaID | A unique identifier for the function. | DBINT | PK NOT NULL |
User_Formula_Equation
This table is part of the Script category (see Script). For database rules, see Script Tables.
Each row contains all or part of the expression associated with a custom formula.
Use the Script Editor to add, modify, and delete custom formulas.
Related Table
User_Formula (via UserFormulaID)
Table 460. Indexes for User_Formula_Equation Table
index_name | index_description | index_keys |
---|---|---|
XPKUser_Formula_Equation | clustered, unique, primary key located on PRIMARY | UserFormulaID, RowOrder |
Table 461. Fields in User_Formula_Equation Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
EquationString | The expression string. | varchar(255) | NULL |
RowOrder | Specifies the order of strings for a formula. A formula may have one or more strings. | DBINT | PK NOT NULL |
UserFormulaID | Foreign key from the User_Formula table. | DBINT | PK, FK NOT NULL |
User_Group
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Lists the groups of users to which specific access rights apply. A record in this table can represent a group of users (with multiple associated records in the User_Group_Member table) or a single user (with a single associated record in the User_Group_Member table).
Use Configuration Manager to create, update, and delete user groups.
Related Tables
Class_Security (via UserGroupName)
Customer_Definition (via CustomerDefinitionID)
Feature_Control_Set (via via FeatureSetID)
Global Security Control (via UserGroupID)
Object_Security (via UserGroupName)
Sec_Group (via UserGroupID)
Sec_User (via UserGroupID)
User_Group_Member (via UserGroupName)
User_Supervisor_Map (via UserGroupID)
Table 462. Indexes for User_Group Table
index_name | index_description | index_keys |
---|---|---|
XAK1User_Group | clustered, unique, unique key located on PRIMARY | UserGroupName |
XIE1User_Group | nonclustered located on PRIMARY | CustomerDefinitionID |
XPKUser_Group | nonclustered, unique, primary key located on PRIMARY | UserGroupID |
Table 463. Fields in User_Group Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL | ||
CustomerDefinitionID | Identifies the customer associated with the user group. | DBINT | FK, IE-1 NULL | ||
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL | ||
Description | Additional information about the group. | DESCRIPTION | NULL | ||
DomainName | The FQDN of the domain to which the user belongs. (Domain FQDN)
| VARCHAR(190) | NULL | ||
EmailAddress | Email address of the customer associated with the user group. | VARCHAR(254) | NULL | ||
FeatureSetID | Identifies a feature set from the Feature_Control_Set Table. | DBINT | FK NULL | ||
ReadOnly | Valid options include:
| DBCHAR | NOT NULL | ||
ServiceProvider | Valid options include:
| DBCHAR | NOT NULL | ||
UserGroupID | A unique identifier for the group. | DBINT | PK NOT NULL | ||
UserRole | Indicates the User Role for a given user. Values displayed include:
| DBSMALLINT | NOT NULL | ||
UserGroupName | The name of a user or a group. | varchar(64) | AK-1 NOT NULL | ||
UserGroupType | The type of the group:
| char(1) | NOT NULL | ||
UserGuid | A unique global ID from Active Directory. | Varchar(64) | NULL | ||
UserName | The user logon name of the user (Username portion of the User's UserPrincipalName). | Varchar(64) | NULL |
User_Group_Member
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Lists the specific users that are members of each user group. If the group is of type "U" then it has a single User_Group_Member record. If the group is of type 'G' is can have multiple User_Group_Member records. A single user can be a member of multiple user groups.
Use Configuration Manager to create, update, and delete User Group Member records.
Related Table
User_Group (via UserGroupID)
Table 464. Indexes for User_Group_Member Table
index_name | index_description | index_keys |
---|---|---|
XAK1User_Group_Member | clustered, unique, unique key located on PRIMARY | UserName, UserGroupName |
XIE1User_Group_Member | nonclustered located on PRIMARY | UserName |
XPKUser_Group_Member | nonclustered, unique, primary key located on PRIMARY | UserGroupMemberID |
Table 465. Fields in User_Group_Member Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
UserGroupMemberID | A unique identifier for the record. | DBINT | PK NOT NULL |
UserGroupName | The group to which the member belongs. | varchar(64) | AK-1 NOT NULL |
UserName | The username as registered with SQL Server. | varchar(64) | AK-1, IE-1 NOT NULL |
User_Security_Control
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Specifies the security access that individual users have to specific objects. The system software builds this table from the data in the other security tables.
Related Tables
Ids (via ObjectType + ObjectID)
User_Group_Member (via UserName)
Table 466. Indexes for User_Security_Control Table
index_name | index_description | index_keys |
---|---|---|
XIE1User_Security_Control | nonclustered located on PRIMARY | UserName |
XIE2User_Security_Control | nonclustered located on PRIMARY | UserGroupID |
XPKUser_Security_Control | clustered, unique, primary key located on PRIMARY | ObjectType, ObjectID, UserName |
Table 467. Fields in User_Security_Control Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AccessLevel | The level of access that the user has for the object. To see values. see Access Levels. | DBINT | NOT NULL |
ObjectID | Together with ObjectType, identifies the object. | DBINT | PK NOT NULL |
ObjectType | Together with ObjectID, identifies the object. | DBINT | PK, FK NOT NULL |
UserGroupID | Foreign key from the User_Group table. | DBINT | IE-2 NOT NULL |
UserName | The SQL Server username of the user. | varchar(64) | PK, IE-1 NOT NULL |
User_Supervisor_Map
This table is in the Security category (see Security). To see database rules for these tables, see Security Tables.
Used to allow an agent to log in as a Supervisor. When an agent logs in as a Supervisor, an entry for the agent is created in the User Group table to allow the agent login.
Related Table
User_Group (via UserGroupID)
Table 468. Indexes for User_Supervisor_Map Table
index_name | index_description | index_keys |
---|---|---|
XAK1UserSupervisorMap | nonclustered, unique, unique key located on PRIMARY | AgentSkillTargetID |
XPKUserSupervisorMap | clustered, unique, primary key located on PRIMARY | UserGroupID, AgentSkillTargetID |
Table 469. Fields in User_Supervisor_Map Table
Name | Description | Data Type | Keys and NULL Option | ||
---|---|---|---|---|---|
AgentSkillTargetID | The identifier for the SkillTargetID for an agent that is a supervisor.
| DBINT | PK, AK-1 NOT NULL | ||
UserGroupID | The identifier for the user.
| DBINT | PK, FK NOT NULL |
User_Variable
This table is part of the Script category (see Script). For database rules, see Script Tables.
Contains the definitions of user variables. You can optionally associate a variable with an object type (such as service or skill group). The system software then creates an instance of the variable for each object of that type (for example, for each service or each skill group). You can set and reference variables within scripts. If a variable is persistent, its value is stored in the Persistent_Variable table.
Use the User Variable list tool to create, update, and delete definitions of user variables.
Related Table
Persistent_Variable (via UserVariableID)
Table 470. Indexes for User_Variable Table
index_name | index_description | index_keys |
---|---|---|
XAK1User_Variable | nonclustered, unique, unique key located on PRIMARY | ObjectType, VariableName |
XPKUser_Variable | clustered, unique, primary key located on PRIMARY | UserVariableID |
Table 471. Fields in User_Variable Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DataType | Indicates the type of the variable:
| DBSMALLINT | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the variable. | DESCRIPTION | NULL |
Instance | Not currently used. | DBCHAR | NOT NULL |
ObjectType | The type of object with which the variable is associated. For the list of values, see Object Types: User Variable. | DBSMALLINT | AK-1 NOT NULL |
Persistent | Indicates whether to preserve the value of the variable between script invocations. Stored as a character:
| DBCHAR | NOT NULL |
ReportingMethod | Not currently used. | DBSMALLINT | NOT NULL |
UserVariableID | A unique identifier for the variable. | DBINT | PK NOT NULL |
VariableName | The name of the variable. User variable names must begin with "user". | VNAME32 | AK-1 NOT NULL |
Version
This table is in the System category (see System). To see database rules for these tables, see System Tables.
A system table containing a single row which indicates the current version of the system database schema installed in the central and local databases. This table is maintained by the system software installation process.
Table 472. Indexes for Version Table
index_name | index_description | index_keys |
---|---|---|
XIE1Version | nonclustered located on PRIMARY | Major |
Table 473. Fields in Version Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AWMinor | The incremental version number of the local database schema on the AW. For example, if the version is 1.3, this value is 3. | DBINT | NOT NULL |
CCMinor | The incremental version number of the central database schema. For example, if the version is 1.2, this value is 2. | DBINT | NOT NULL |
IPCCMinor | Control version of preconfigured items for Simplified Unified CCE Deployments. | DBINT | NOT NULL |
Major | The number of the major version; for example, if the version is 1.2, this value is 1. | DBINT | IE-1 NOT NULL |
View_Column
This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.
Describes how the system software interprets one column of imported schedule data.
Related Table
ICR_View (via ICRViewID)
Table 474. Indexes for View_Column Table
index_name | index_description | index_keys |
---|---|---|
XAK1View_Column | nonclustered, unique, unique key located on PRIMARY | ICRViewID, ColumnNumber |
XAK2View_Column | nonclustered, unique, unique key located on PRIMARY | ICRViewID, ViewName |
XPKView_Column | clustered, unique, primary key located on PRIMARY | ViewColumnID |
Table 475. Fields in View_Column Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
BaseName | The name used for the column in the system from which it imported. | VNAME32 | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
ColumnNumber | Indicates the position of the column within the Schedule Import table. | DBINT | AK-1 NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | Additional information about the column. | DESCRIPTION | NULL |
Edit | Indicates whether the View_Column record can be modified. Stored as a character:
| DBCHAR | NOT NULL |
ICRViewID | Identifies the view to which the column belongs. | DBINT | AK-1, AK-2, FK NOT NULL |
Mask | Indicates which bit positions to use in the value. An AND operation is applied to the mask value and the field value. | DBINT | NULL |
Shift | The number of bit positions to shift the value to the left. | DBINT | NULL |
ViewColumnID | A unique identifier for the column. | DBINT | PK NOT NULL |
ViewName | The name used for the column within the system software. | VNAME32 | AK-2 NOT NULL |
Vru_Currency
This is one of the VRU_Micro_Application tables (see VRU Micro-application). For database rules, see VRU Micro-applications Tables.
This table contains a list of currencies supported by VRU micro-applications.
Related Table
Vru_Defaults (via CurrencyID)
Table 476. Indexes for Vru_Currency Table
index_name | index_description | index_keys |
---|---|---|
XAK1Vru_Currency | nonclustered, unique, unique key located on PRIMARY | CurrencyName |
XPKVru_Currency | clustered, unique, primary key located on PRIMARY | CurrencyID |
Table 477. Fields in Vru_Currency Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CurrencyID | A unique identifier. | DBINT | PK NOT NULL |
CurrencyName | Specifies the currency supported by the VRU micro-application:
| varchar(10) | AK-1 NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Vru_Defaults
This is one of the VRU_Micro_Application tables (see VRU Micro-application). For database rules, see VRU Micro-applications Tables.
This table contains a single row of data that contains the default values for a particular VRU micro-application.
Related Tables
Vru_Locale (via LocaleID)
Vru_Currency (via CurrencyID)
Table 478. Indexes for View_Defaults Table
index_name | index_description | index_keys |
---|---|---|
XAK1Vru_Defaults | nonclustered, unique, unique key located on PRIMARY | EnterpriseName |
XPKVru_Defaults | clustered, unique, primary key located on PRIMARY | VruDefaultsID |
Table 479. Fields in Vru_Defaults Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
AppMediaLib | A path to library of application media files/prompts specific to a set of related Unified ICM scripts. (Example: customer menus.) The default entry is app. | varchar(255) | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
CurrencyID | The currency supported by VRU micro-applications. The default value is 1, CURRENCY_DOLLAR. | DBINT | FK NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Description | A description of the row. There is no default value in this field. | DESCRIPTION | NULL |
DTMFTermKey | DTMF Termination key: 0-9 (digits) * (asterisk) # (pound sign, the default) N (no termination key) | char(1) | NOT NULL |
EnterpriseName | A unique name for the enterprise. | VNAME32 | AK-1 NOT NULL |
InterDigitTimeout | The number of seconds a caller is allowed between entering digits. If exceeded, the system times-out. Valid options are the digits 1-99 (default: 3). | DBINT | NOT NULL |
InvalidEntryTries | Number of times ISN repeats the Get Digits cycle when the caller enters invalid data. (Total includes the first cycle.) Valid options are the digits 1-9 (default: 3). | DBINT | NOT NULL |
LocaleID | A combination of language and country specifying the language the VRU micro-application executes in:
| DBINT | FK NOT NULL |
MediaServerSet | Base URL for all media files used in the VRU script. The default value is file:../MediaFiles | varchar(255) | NOT NULL |
NoEntryTimeout | The number of seconds a caller is allowed to begin entering digits. If exceeded, the system times-out. Valid options are the digits 0-99 (default: 5). | DBINT | NOT NULL |
NoEntryTries | Number of times ISN repeats the Get Digits cycle when a caller doesn't enter any data after being given the prompt. (Total includes first cycle.) Valid options are the digits 1-9 (default: 3). | DBINT | NOT NULL |
SystemMediaLib | A path to library of system media files/prompts for individual digits, months, default error messages, etc. The default entry is sys. | varchar(255) | NULL |
VruDefaultsID | A unique identifier. | DBINT | PK NOT NULL |
Vru_Locale
This is one of the VRU_Micro_Application tables (see VRU Micro-application). For database rules, see VRU Micro-applications Tables.
This table contains a list of locales (a locale is a combination of language and country) supported by VRU micro-applications.
Related Table
Vru_Defaults (via LocaleID)
Table 480. Indexes for Vru_Locale Table
index_name | index_description | index_keys |
---|---|---|
XAK1Vru_Locale | nonclustered, unique, unique key located on PRIMARY | Locale |
XPKVru_Locale | clustered, unique, primary key located on PRIMARY | LocaleID |
Table 481. Fields in Vru_Locale Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
DateTimeStamp | Records the date and time when a record is added/updated. | DBDATETIME | NULL |
Locale | A combination of language and country specifying the language the VRU micro-application executes in:
| varchar(10) | AK-1 NOT NULL |
LocaleID | A unique identifier. | DBINT | PK NOT NULL |
Vru_Port_Map
This is in the Device category (see Device). For database rules, see Device Tables.
In cases where ACD and VRU PIMs are controlled by the same PG, the VRU_Port_Map table is used to specify how VRU ports map to ACD ports or trunks.
Use the VRU Port Map and Bulk Insert tool to map VRU ports to ACD ports or trunks.
Related Table
Trunk (via TrunkID)
Table 482. Indexes for Vru_Port_Map Table
index_name | index_description | index_keys |
---|---|---|
XPKVru_Port_Map | clustered, unique, primary key located on PRIMARY | TrunkID |
Table 483. Fields in Vru_Port_Map Table
Name | Description | Data Type | Keys and NULL Option |
---|---|---|---|
ACDPeripheralID | The ID of ACD peripheral if Type is 1. | DBSMALLINT | NULL |
ACDPort | The ACD port if Type is 1. | VNAME32 | NULL |
ACDTrunkID | The ID of the ACD trunk if Type is 0. | DBINT | NULL |
TrunkID | The ID of the VRU trunk to be mapped. | DBINT | PK, FK NOT NULL |
Type | The type of VRU-to-ACD mapping:
| DBINT | NOT NULL |
Week_Day_Schedule
The table Week_Day_Schedule defines the business hours on weekdays. The weekday schedule contain any day of the week except the holidays. Each row in the table records a weekday schedule.
Related Tables
Business_Hours (through BusinessHoursID)
Special_Day_Schedule (through BusinessHoursID)
Table 484. Indexes for Week_Day_Schedule Table
index_name | index_description | index_keys |
---|---|---|
XPKWeek_Day_Schedule | Primary key | WeekDayScheduleID |
XIE1Week_Day_Schedule | Inversion key | BusinessHoursID |
XIE2Week_Day_Schedule | Inversion key | DayType |
Table 485. Fields in Week_Day_Schedule Table
Field | Description | Data Type | Keys and NULL Option |
---|---|---|---|
WeekDayScheduleID | The ID of the each week day schedule. | DBINT | PK NOT NULL |
BusinessHoursID | Unique ID of the business schedule object | DBINT | FK, IE NOT NULL |
DayType | Values range from 0 to 6, assigned to each day in a week starting from Sunday. | DBSMALLINT | IE NOT NULL |
StartHour | Specifies the hour the business hour starts in a weekday. | DBSMALLINT | NOT NULL |
StartMinute | Specifies the minute the business hours starts in a weekday. | DBSMALLINT | NOT NULL |
StartSecond | Specifies the second the business hours starts in a weekday. Default value is 0. | DBSMALLINT | NOT NULL |
EndHour | Specifies the hour the business hour ends in a weekday. | DBSMALLINT | NOT NULL |
EndMinute | Specifies the minute the business hours ends in a weekday. | DBSMALLINT | NOT NULL |
EndSecond | Specifies the second the business hours ends in a weekday. Default value is 0. | DBSMALLINT | NOT NULL |
DateTimeStamp | Records the date and time when the record was added or updated | DBDATETIME | NULL |
ChangeStamp | Incremented when the record is changed in the central database. | CHANGESTAMP | NOT NULL |
FutureUseInt1 | Future Use | DBINT | NULL |
FutureUseInt2 | Future Use | DBINT | NULL |
FutureUseVarChar1 | Future Use | VARCHAR(64) | NULL |
FutureUseVarChar2 | Future Use | VARCHAR(64) | NULL |