- 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)
- Access Levels
- AgentState
- Application Gateway: Fault Tolerance
- Client Type
- Customer Options Type
- Days
- Dialed Number Map-ANIWildCardType
- Dialer Detail-CallResult
- Dialer Detail-CallStatusZone
- Dialer Detail-DialingMode
- Event Fields
- ICR Locks Fields
- LabelType Fields
- Logical Interface Controller Fields
- Network Vru Type
- Port Status
- Route Call Detail Fields
- Router Error Codes
- Object Types-Security
- Object Types-User Variable
- Peripheral Real Time Status Field
- Reason Codes
- Service Fields
- Service Real Time-Service Mode Indicator Field
- Survey Question (For Future Use)
- Target Types-Script Cross Reference and Scheduled Report Input
- Termination Call Detail-Call Disposition and CallDispositionFlag Fields
- Termination Call Detail-Peripheral Call Type
- Trunk Type
Access Levels
Several tables include an AccessLevel field that indicates the rights a user or group has to access an object or class.
Access Level Values | Meaning |
---|---|
10 | Read |
20 | Reference |
30 | Maintenance (create, read, update, delete) |
AgentState
The Agent Real Time, Agent Skill Group Real Time, and Agent state trace tables ( see Agent_Real_Time, Agent_Skill_Group_Real_Time, and Agent_State_Trace) use the AgentState field, which indicates the agent's state.
Note | The meaning for this field varies depending on the table that uses it. |
Agent State Values | Meaning (Agent_Real_Time / Agent_Skill_Group_Real_Time) | Meaning (Agent_State_Trace) | ||
---|---|---|---|---|
0 | Logged Off | Logged Off | ||
1 | Logged On | Logged On | ||
2 | Not Ready | Not Ready | ||
3 | Ready | Ready | ||
4 | Talking | Talking | ||
5 | Work Not Ready | Work Not Ready | ||
6 | Work Ready | Work Ready | ||
7 | Busy Other | Busy Other | ||
8 | Reserved | Reserved | ||
9 | Unknown | Call Initiated | ||
10 | Calls On Hold | Call Held | ||
11 | Active | Active | ||
12 | Paused | Paused | ||
13 | Interrupted | Interrupted | ||
14 | Not Active
| Not Active |
The Type field indicates the recurrence pattern of the schedule.
Type Values | Meaning |
---|---|
1 | Daily (the DayType field indicates which days of the week) |
2 | Weekly (the DayType field indicates which days of the week) |
3 | Biweekly (the DayType field indicates which days of the week) |
4 | Monthly (the Day field specifies the day of month) |
5 | Monthly (the DayPosition and DayType fields indicate day of the month) |
6 | Yearly (the month and day fields specify the day of year) |
7 | Yearly (the DayPosition, DayType, and Month specify the day of year) |
8 | Range (the starting and ending date and times specify the range) |
Application Gateway: Fault Tolerance
The Fault Tolerance field in the Application Gateway Table (see Application_Gateway) takes these values:
0 = none
1 = Duplicate Request
Each router will manage a connection to a different host. Each time a scripts initiates a request, both routers will ask their corresponding host. Both routers will believe the response from whichever host responds first. This method is the most reliable, but has the added expense of requiring two hosts to interface to. Even if a host (or a connection) fails, all requests will be satisfied.
2 = Alternate Request
Each router will manage a connection to a different host. The routers will take turns, sending half the requests to the host connected to side A, and the other half to the host connected to side B. If either host fails, the entire load will be directed to the surviving host. When a host (or connection) fails, some requests may be lost. This is because by the time the router can figure out that a host is not going to respond, it is too late to ask the other host and still route the call within the deadline imposed by the network
3 = Hot Standby
The hot standby method. Each router will manage a connection to a different host. All requests will be directed to the designated primary host. If the host (or connection) fails, all requests will be directed to the backup host. This option may also lose some requests on failures.
Client Type
The Client Type field in the Peripheral (see Peripheral) and in the Routing_Client Table (see Routing_Client) takes these values:
1 = Avaya DEFINITY ECS (non-EAS)
2 = MCI
3 = Sprint
4 = Aspect
5 = Nortel Meridian
6= Rockwell Galaxy (without priority enhancements) (Not supported)
7=GTN
8 = Generic NIC
9= Avaya G2
10= Rockwell Galaxy (Not supported)
11= Rockwell Spectrum (Not supported)
12= Avaya DEFINITY ECS (EAS)
13= VRU
14= British Telecom NIC
15= VRU Polled
16= INCRP NIC
17= Nortel NIC
18= DMS 100 (Not Supported)
19= Siemens Hicom 300 E (9006) (Not supported)
20= France Telecom
21= Stentor NIC (Not Supported)
22= Ameritech
23= BT INAP NIC
24 = Siemens ROLM 9751 CBX (9005) (Not supported)
25= ICR Protocol NIC
26 = Alcatel 4400 (Not supported)
27= NEC NEAX 2x00
28= ACP 1000
29= Avaya Aura Contact Center (AACC)
30= Enterprise Agent
31= Call Routing Service Protocol (CRSP)
32= Ericsson MD110
33 = Wireless INAP NIC
34= Energis INAP NIC
35= AUCS INAP NIC
36= Concert NIC
37= Deutsche Telecom NIC
38= CAIN NIC
39= Telfort INAP NIC
40= BT V2 NIC
41= TIM INAP NIC
42= Generic PG
43= Reserved
44 = GKTMP NIC (Gatekeeper NIC) (Not supported)
45 = SS7IN NIC (SS7 Intelligent Network)
46 = NTL NIC
47 = Media Routing
48 = Non-Voice Agent PIM
49= UCC Express Gateway
50= UCC Enterprise Gateway
51 = System PG
- 52 = ARS PIM (Agent Routing Services)
Note
ARS PIM is deprecated in release 10.0(1).
Customer Options Type
The Type field in the Customer Options Table (see Customer_Options) indicates a type of option that is enabled or disabled for a customer.
Type Values | Meaning |
---|---|
1 | Allow quick-edit of Announcement node |
2 | Allow quick-edit of Call Type node |
3 | Allow quick-edit of Caller Entered Digits node |
4 | Allow quick-edit of Calling Line ID node |
5 | Allow quick-edit of Dialed Number node |
6 | Allow quick-edit of Goto Script node |
7 | Allow quick-edit of Percent Allocation node |
8 | Allow quick-edit of Requalify node |
9 | Allow quick-edit of Run VRU Script node |
10 | Allow quick-edit of Scheduled Select node |
11 | Allow quick-edit of Switch node |
12 | Allow quick-edit of Time node |
50 | Bill for VRU time |
51 | Customer billing data |
Days
Both the Admin Script Schedule Map Table (see Admin_Script_Schedule_Map) and the Recurring Schedule Map Table use values to indicate the day of the week, day of the month, day position, and day type.
Values | Meaning |
---|---|
Day of the Week | 0x01 = Sunday 0x02 = Monday 0x04 = Tuesday 0x08 = Wednseday 0x10 = Thursday 0x20 = Friday 0x40 = Saturday |
Day of the Month | 0 = Applies to every day 1-31 = Specifies the day of month |
Day Position | 0 = First day of the type in a month 1 = Second day of the type in a month 2 = Third day of the type in a month 3 = Fourth day of the type in a month 4 = Last day of the type in a month 5 = Every day of the type in a month |
Day Type | 0-6 = Specifies a day (Sunday through Saturday, respectively) 7 = Every day 8 = Every weekday 9 = Every weekend day |
Dialed Number Map-ANIWildCardType
The ANIWildCardType field in the Dialed Number Map Table (see Dialed_Number_Map) indicates how the system software should interpret the value given in the ANIWildCard field.
ANIWildCardType Value | Meaning |
---|---|
0 | Unknown |
1 | NPA (3-digit match) |
2 | NPA-NXX (6-digit match) |
3 | Match (all digits are match) |
4 | Region |
5 | All (match all ANIs) |
6 | Prefix |
Note | If the value is 4, then the ANIWildCard value is ignored and the RegionID value is used. |
Dialer Detail-CallResult
The CallResult field in the Dialer Detail (see Dialer_Detail) can be populated with the following values:
System Type Values | Meaning | ||
---|---|---|---|
2 | Error condition while dialing. | ||
3 | Number reported not in service by network. | ||
4 | No ringback from network when dial attempted. | ||
5 | Operator intercept returned from network when dial attempted. | ||
6 | No dial tone when dialer port went off hook. | ||
7 | Number reported as invalid by the network. | ||
8 | Customer phone did not answer. | ||
9 | Customer phone was busy. | ||
10 | Customer answered and was connected to agent. | ||
11 | Fax machine detected. | ||
12 | Answering machine detected. | ||
13 | Dialer stopped dialing customer due to lack of agents or network stopped dialing before it was complete. | ||
14 | Customer requested callback. | ||
15 | Answering machine requested callback. | ||
16 | Call connected with customer was abandoned by the dialer due to lack of agents. | ||
17 | Failed to reserve agent for personal callback. | ||
18 | Agent has skipped or rejected a preview call. | ||
19 | Agent has skipped or rejected a preview call with the close option. | ||
20 | Customer has been abandoned to an IVR. | ||
21 | Customer dropped call within configured abandoned time. | ||
22 | Mostly used with TDM switches - network answering machine, such as a network voicemail. | ||
23 | Number successfully contacted but wrong number. | ||
24 | Number successfully contacted but reached the wrong person. | ||
25 | Dialer has flushed this record because there is a change in the skillgroup, or a change in the campaign, or there are no agents available. | ||
26 | The number was on the do not call list. | ||
27 | Call disconnected by the carrier or the network while ringing. | ||
28 | Dead air or low voice volume call. | ||
29 | Received message is not supported by voice gateway. | ||
30 | Received message is not authorized by voice gateway. | ||
31 | Invalid message received by voice gateway. | ||
32 | Call cancelled because the dialer lost connection with the Campaign Manager. | ||
33 | Agent timed-out accepting preview or personal callback call.
|
Dialer Detail-CallStatusZone
The CallStatusZone1 and CallStatusZone2 fields in the Dialer Detail (see Dialer_Detail) can be populated with the following values that show the current status of the customer record for the zone.
The values are:
A = Active. Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a dialer for dialing
B = A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when a regular callback (non personal callback) has been scheduled. The Callback time itself is stored in both the CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides the individual zones.
C = Closed. Record has been closed for that particular zone, so the record will not be retried again for that zone.
D=Dialed. Record has been dialed for that particular zone.
F= Fax Machine. Stored in CallStatusZoneX (1 or 2).
L = Not Allocated. Invalid number used for a Personal Callback.
J = Agent rejected (closed out the record).
M = Max Calls. The maximum number of attempts has been reached. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "M" when it has dialed the maximum times as specified in the campaign and will not be retried again. Both zones are set to "M" to indicate no further calling in either zone.
P = Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any dialing has taken place. The record remains in the pending state for a particular zone until all of the numbers specified for that zone are dialed. A pending contact which has already dialed at least once from its sequence will have at least one CallBackDateTime column filled in with a retry time.
R = Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled. The retry time itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number column CallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be retried for a variety of reasons including receiving a busy or no answer result, etc.
S = A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "S" when it has been scheduled for a personal callback. Both zones are set to "S" to indicate that it has been moved to the personal callback list
U = Unknown. Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its status was "A" when the Campaign Manager started. If the Campaign Manager shuts down when a record is at a dialer, it no longer knows its status when it restarts. Therefore, it will remain in "U" state until the record is returned to it.
X = Agent not Available. For a personal callback, the agent is not available, and the reschedule mode is Abandon. (CallStatusZone1 only)
Dialer Detail-DialingMode
The DialingMode field in the Dialer Detail (see Dialer_Detail) can be populated with the following values that show the campaign mode for the call. This field is NULL for Do Not Call entries.
Values are:
1 = Predictive only
2 = Predictive blended
3 = Preview only
4 = Preview blended
5 = Progressive only
6 = Progressive blended
7. = Direct preview only
8. = Direct preview blended
Event Fields
The SystemType field in the Event (see Event) indicates the type of system within the system software that generated the event.
System Type Values | Meaning |
---|---|
0 | Unknown |
1 | CallRouter |
2 | Peripheral Gateway (PG) |
3 | Network Interface Controller (NIC) |
4 | Administration & DataServer (ADS) |
5 | Logger |
6 | Listener |
7 | CTI Gateway |
8 | Blended Agent Dialer |
Note | If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0. |
ICR Locks Fields
The LockType field in the ICR Locak Table (see ICR_Locks) indicates a kind of lock.
Table 1. ICR_Locks.LockType ValuesValue | Meaning |
---|---|
0 | Master lock (applies to configuration data and script. |
1 | Configuration lock (no longer used) |
2 | Script Lock(applies to an individual script) |
3 | Application lock (no longer used) |
Note | If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0. |
LabelType Fields
The LabelType field in the Label Table (see Label) indicates the type of the routing label.
LabelType Values | Meaning |
---|---|
0 | Normal |
1 | DNIS Override (the system software returns the specific DNIS value to be used with the label) |
2 | Busy (instructs the routing client to play a busy signal to caller) |
3 | Ring (instructs the routing client to play an unanswered ring to caller) |
4 | Post-Query (instructs the routing client to re-enter its call processing plan at a specific point) |
5 | Resource (used internally for special routing client resources, such as a network VRU) |
Note | Not all label types are valid for all routing client types. |
Logical Interface Controller Fields
The LogicalControllerType field uses a subset of the values for Event.SystemType listed in the following table. The ClientType field indicates the type of peripheral or routing client associated with the controller:
Value | Meaning |
---|---|
1 | Avaya DEFINITY ECS, without Expert Agent Selection (EAS) 1 |
2 | MCI |
3 | Sprint |
4 | Aspect CallCenter |
5 | Nortel Meridian |
6 | Rockwell Galaxy without priority enhancements (r1.3) (Not supported) 2 |
7 | AT&T GTN |
8 | Generic Network Interface Controller (GenNIC) |
9 | Avaya G2 |
10 | Rockwell Galaxy (Not supported) |
11 | Rockwell Spectrum (Not supported) |
12 | Avaya DEFINITY ECS, with Expert Agent Selection (EAS) |
13 | Voice Response Unit (VRU) |
14 | British Telecom NIC |
15 | Voice Response Unit (VRU), polled |
16 | INCRP NIC |
17 | Nortel NIC |
18 | DMS 100 (Not supported) |
19 | Siemens Hicom 300 E, 9006 (Not supported) |
20 | France Telecom |
21 | Ameritech |
22 | BT INAP NIC |
23 | Siemens ROLM 9751 CBX, 9005 (Not supported) |
24 | ICR Protocol (ICRP) NIC |
25 | Alcatel 4400 (Not supported) |
26 | NEC NEAX 2x00 |
27 | ACP 1000 |
28 | AACC. |
29 | Enterprise Agent |
30 | Call Routing Service Protocol (CRSP) NIC |
31 | Ericsson MD110 |
32 | able & Wireless Corp. (CWC) INAP NIC |
33 | Energis INAP NIC |
34 | AUCS INAP NIC |
35 | Concert NIC |
36 | Deutsche Telecom NIC |
37 | CAIN NIC |
38 | Telfort INAP NIC |
39 | BT V2 NIC |
40 | TIM INAP NIC |
41 | Generic PG |
42 | CeM |
Network Vru Type
The Type field in the Network Vru Table (see Network_Vru) indicates the type of interface the system software uses to communicate with the VRU.
Type Values | Interface |
---|---|
1 | Normal label type and a correlation ID. |
2 | Normal label type and a DNIS. |
3 | Resource label type and a correlation ID. The routing client can automatically take back the call from the VRU when the system software returns a destination label. |
4 | Resource label type and a DNIS. |
5 | Resource label type and either a correlation ID or a DNIS. |
6 | No label, no correlation ID, and no DNIS (call is already at the VRU). |
7 | Similar to Type 3, but the system software automatically instructs the VRU to release the call when it sends a destination label to the routing client. |
8 | Similar to Type 2, but a Type 8 VRU is used when the NAM has a routing client that controls the call to the VRU. |
9 | Queuing for Network VRU controlled by the Unified CCE System PG. |
10 | Simplifies configuration requirements in Unified CVP Comprehensive Model deployments. |
Port Status
The values for the Port Status field in the Dialer_Port_Real_Time Table (see Dialer_Port_Real_Time) are listed below:
290 = port allocated for future dial
300 = port released
310 = reservation call started
320 = agent reserved
330 = customer call started
340 = customer has been contacted
350 = call transferred to agent
360 = customer conversation complete
370 = agent completed with call
Route Call Detail Fields
This section has values for three fields in the Route_Call_Detail Table (see Route_Call_Detail): RequestType, OriginatorType, and TargetType.
The RequestType field indicates the type of route request processed.
Value | Meaning |
---|---|
1 | Pre-Routing request |
2 | Blind transfer or network VRU |
3 | Announced transfer or MCI 800 call |
4 | Overflow |
5 | Re-route |
6 | Post-Routing request |
The OriginatorType field indicates where the route request came from.
Value | Meaning |
---|---|
0 | Unknown |
1 | Trunk |
2 | Teleset |
3 | Voice Response Unit (VRU) |
4 | Trunk Group |
The Route Call Detail Target Type is a numeric value representing the implementation result of the routing script.
Following is a list of possible values this field (shown in terms of the value, type, and description):
0 = resultNone Call routing ended badly.
1= resultDefaultRouteCall routing ended using a default route.
2= resultRouteAgentCall routing ended with a route to an agent.
3= resultRouteService Call routing ended with a route to a service.
4= resultRouteGroup Call routing ended with a route to a skill group.
5= resultAnnouncementCall routing ended with an announcement.
6= resultBusy Call routing ended in a Busy node.
7= resultRing Call routing ended in a Ring node.
8= resultNone Call routing ended in a Label node.
9= resultNetworkDefault Call routing ended in a Termination node using a network default route
10 = resultRouteServiceArray Call routing ended with a route to a service array.
11= resultMultipleLabels Call routing ended badly.
12 = resultScheduledTarget - Call routing ended in a Scheduled Target node(busy link functionality).
13= resultDone Only applicable to an AdminScript that ends with no errors.
14= resultAborted Call disconnected.
15= = resultReleaseCall Call routing ended with a Release Call node.
16= resultQueuedTooLong Call routing exceeded the queue limit.
17= resultSendAgent Call routing ended with an Agent to Agent node.
18 = resultDynamicLabelCall routing ended with a dynamic label node.
19= resultDivertDynamicLabels Call routing ended with a divert-on-busy dynamic label.
20= resultQueuedDialogFailure The administrator asked to fail queued calls.
21= resultRouteAgentAndGroup Call routing ended with a route to an agent in a specified group.
22= resultSendPQ Call routing ended with a route to a Precision Queue.
23= resultPickPullAgent Successful pick or pull request routed to agent.
24= resultPickPullError Unsuccessful pick or pull request.
Router Error Codes
The Router sets RouterErrorCode in the RCD when error conditions are detected and increments the Call_Type_Interval.ErrorCount for the current interval.
Note | A Route_Call_Detail.RouterErrorCode value of 448 is treated as an abandoned call and does not increment the Call_Type_Interval.ErrorCount. |
References in the guide to DeskLink and Enterprise Agent are specific to resources associated with a Unified CCE Peripheral.
The Router Log Viewer tool provides methods for viewing the System Events that are defined in this guide. Router Log Viewer tool is an ICM Admin Workstation tool that provides a live stream of errors as they are reported by the Router. This may be utilized to capture the error conditions specified in the guide.
The following defines the set of valid values for Router_Call_Detail.RouterErrorCode.
Note | Some internally used error codes are not updated in the RCD. |
RouterErrorCode=62
This is generated when the Router received a call route request from routing client with a dialed number that is not configured.
RouterErrorCode=63
This is generated when the Router was unable to find a call type for Specified dialed number, caller entered digits and ANI in route request.
RouterErrorCode=64
This is generated when there is no script that is scheduled to run at the current time for the identified call type and dialed number from the route request.
RouterErrorCode=65
This is generated when the script run did not yield a result due to lack route configuration for the dialed number and the associated call type.
RouterErrorCode=66
This is generated when there is no default label that is configured for dialed number, yet the Router needed one.
RouterErrorCode=67
This is generated when there is no label that is configured for announcement for the dialed number in the Central Controller.
RouterErrorCode=68
This is generated when there is no peripheral target that is configured in the Central Controller for route with routing client.
RouterErrorCode=69
This is generated when there is no valid label that is configured for the peripheral target.
RouterErrorCode=70
This is generated when of an incorrect configuration in the translation route.
RouterErrorCode=71
No peripheral target is available.
RouterErrorCode=123
This is generated when the routes were configured for the translation route.
RouterErrorCode=124
This is generated when the peripheral to which a translation route is directed is not online. The translation route cannot be completed. The peripheral (ACD) cannot be seen by the ICM. It may be down or the Peripheral Gateway (PG) may not be able to see the peripheral due to communications problems between the ACD and the PG.
RouterErrorCode=126
This is generated when the specified ACD/IVR is not visible to the Peripheral Gateway. No call or agent state information is being received by the Router from this site. Routing to this site is impacted.
RouterErrorCode=230
This is generated when a script indicated that a busy label should be returned to routing client for dialed number , but no such label is configured.
RouterErrorCode=231
This is generated when a script indicated that a ring label should be returned to routing client for dialed number, but no such label is configured.
RouterErrorCode=232
This is generated when a script indicated that a label should be returned to routing client for dialed number, but no such label is configured.
RouterErrorCode=257
This is generated when there is no peripheral target available for translation route with routing client.
RouterErrorCode=258
This is generated when there are no labels for the peripheral target and the routing client.
RouterErrorCode=274
This is generated when there are no free routes available to use for the translation route. This is typically caused either when all the routes are used for translation routing.
RouterErrorCode=433
This is generated when the router could not locate a call associated with this DialogID.
RouterErrorCode=434
This is generated when the router could not locate a valid label for the Network VRU.
RouterErrorCode=435
This is the default error that the system uses when a specific error is not identified.
RouterErrorCode=448
This is generated when the customer disconnects the call at the routing client. This is not a routing error.
RouterErrorCode=485
This is generated when a call (dialed number) from PG routing client claimed to be from a VRU, but the routing client's associated peripheral had no network VRU configured, so the router was unable to determine which VRU the call was from.
RouterErrorCode=486
This is generated when a call with unknown dialed number from NIC routing client claimed to be from a VRU, but since the dialed number was unknown, it was not possible to determine which VRU the call was from.
RouterErrorCode=487
This is generated when a call with dialed number from NIC routing client claimed to be from a VRU, but since the customer was unknown, it was not possible to determine which VRU the call was from.
RouterErrorCode=488
This is generated when a call with dialed number from NIC routing client claimed to be from a VRU, but since the customer was not configured with a Network VRU (or there is no default NetworkVRU), it was not possible to determine which VRU the call was from.
RouterErrorCode=490
This is generated when the Routing to DeskLink route fails to find an agent in the SkillGroup node.
RouterErrorCode=491
This is generated when the router attempts to send DeviceTargetPreCallInd to unconnected peripheral. An attempt was made to route an enterprise agent call to a peripheral not currently on-line to the router.
This probably indicates a configuration inconsistency.
RouterErrorCode=492
This is generated when an attempt was made to route an enterprise agent call to a peripheral not connected with the correct OPI revision.
This probably indicates a configuration inconsistency.
RouterErrorCode=495
This is generated when the router attempted to send call to agent on peripheral who has no device target. A script attempted to send an enterprise agent call to an agent who has no device target that is assigned by the peripheral gateway.
RouterErrorCode=499
This is generated when the call on dialed number gets stopped for exceeding the maximum queue time limit. The call was sent to the default label.
RouterErrorCode=545
This is generated when the Router received a task request from routing client with a dialed number that is configured with the wrong media routing domain.
RouterErrorCode=547
This is generated when a call was received from routing client with an unknown media routing domain. This probably indicates a configuration inconsistency.
RouterErrorCode=564
This is generated when of incorrect label configuration for scheduled target in the Cisco Unified Contact Center Enterprise script.
RouterErrorCode=594
This is generated when there is no label available for the peripheral target and the routing client.
RouterErrorCode=595
This is generated when no peripheral targets for route have valid labels for every routing client that is targeted by translation route.
Object Types-Security
Several tables related to security include an ObjectType field that indicates the type of object to which security is applied.
Object Type Values | Meaning |
---|---|
2000 | Dialed Number |
2001 | Call Type |
2002 | Peripheral |
2003 | Trunk Group |
2004 | Service |
2005 | Skill Group |
2006 | Agent |
2007 | Announcement |
2008 | Translation Route |
2009 | Label |
2010 | Route |
2011 | Script Table |
2012 | Business Entity |
2013 | Master Script |
2014 | Enterprise Service |
2015 | Enterprise Skill Group |
2016 | Schedule |
2017 | Schedule Source |
2018 | Agent Desk Settings |
2019 | Agent Team |
2020 | Application Gateway |
2021 | Enterprise Agent Group |
2022 | Network Trunk Group |
2023 | Service Array |
2024 | Device Target (deprecated) |
2025 | Logical Interface Controller |
2026 | User Variable |
2027 | User Formula |
2028 | Schedule Report |
2029 | Network VRU Script |
2030 | Scheduled Target |
2031 | Network VRU |
2032 | Expanded Call Variable |
2033 | Campaign |
2034 | Dialer |
2035 | Import Rule |
2036 | Query Rule |
2100 | System |
2101 | Network Interface |
2102 | Peripheral Global |
2103 | Call |
2104 | Network/Peripheral |
Object Types-User Variable
The ObjectType field in the User Variable Table (see User_Variable) takes one of these values:
0 = Unknown
1 = Service
2 = Skill Group
3 = Agent
4 = Translation Route
5 = Agent Administration Group
6 = Announcement
7 = Call Type
8 = Enterprise Service
9 = Enterprise Skill Group
10 = Region
11 = Dialed Number
12 = Logical Interface Controller
13 = Physical Interface Controller
14 = Peripheral
15 = Routing Client
16 = Trunk Group
17 = Route
18 = Peripheral Target
19 = Label
20 = Master Script
21 = Script Table
22 = Script Table Column
23 = Script
24 = Schedule
25 = ICR View
26 = View Column
27 = Network Trunk Group
28 = Service Array
29 = Application Gateway
30 = Device Target (deprecated)
31 = User Variable
32 = User Formula
33 = Network VRU Script
34 = Scheduled Target
35 = Network VRU
36 = Skill Group Member
37 = Expanded Call Variable
38 = Agent Team
39 = Campaign
40 = Dialer
41 = Import Rule
42 = Query Rule
43 = Campaign Query Rule
44 = Dialer Port Map
45 = Message Category
46 = Message Destination
47 = Response Template
Peripheral Real Time Status Field
The Status field in the Peripheral Real Time table (see Peripheral_Real_Time) can take these values:
The current failure state of the peripheral is indicated by the status code:
0 = normal operation. The JTAPI Subsystem must be in service and all other subsystems are in service.
1 - 31 = failures that do not affect functionality. The JTAPI Subsystem must be in service and some other subsystems are not in service.
32-63 = degraded operation (call routing still possible). The JTAPI Subsystem is in partial service and all other subsystems are in service.
64 = no call processing
The JTAPI Subsystem is out of service and all other subsystems are in service.
65 - 127 = failures that prevent call routing
The JTAPI Subsystem is out of service and some other subsystems are not in service.
The JTAPI Subsystem reports "in service" if it can process calls and if all the configuration you specify can be initialized.
It reports "out of service" if it is not configured, if the CTI Manager is down, or if all of its configuration could not be initialized.
It reports "partial service" if some of its configuration could be initialize but not all of it.
When we are in a range, the Unified IP IVR simply increases the status by one for each subsystem (except the JTAPI subsystem) it finds to not be in service.
These values are dependant upon the peripheral connected to the PIM.
All PIMs use the previously discussed status codes, with the exception of the Avaya and the Unified IP IVR PIMs.
The Email and Web Manager PIM receives its Status values from the Init event and the Status event.
The VRU PIM receives its status values from the Init Event, the Status Event, and Poll confirmation.
The Avaya PIM only uses four failure states:
0 = normal operation.
1 = failures that do not affect functionality.
32 = degraded operation (call routing still possible).
64 = failures that prevent call routing.
Reason Codes
In addition to reason codes that you have defined, the Unified CCE system uses predefined Not Ready and Logout reason codes. The following tables describe these predefined Not Ready and Logout reason codes. For more information see the Cisco Unified Contact Center Enterprise Reporting User Guide . Also refer to the Reason_Code table.
Predefined Not Ready Reason Code | |
---|---|
999 | A Finesse supervisor forced an agent state change. |
50002 | A CTI client component failed, causing the agent state to be displayed as Not Ready. This could be due to closing the agent desktop application, heartbeat timeout, or a CTI server client failure (such as Finesse). |
50005 | The agent's state was changed to Not Ready because the agent either answered or made a non-ACD call. |
50006 | When agent places call in Available state, the Unified CCE system temporarily changes the state to Not Ready with this reason code to prevent calls from routing to the agent. |
50010 | The agent did not receive multiple consecutive calls routed to them. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is 2. |
51004 | This reason codes applies if an agent logs onto an extension which already has a call or if the agent is on a call when the PG restarts. |
50041 | The agent's state was changed to Not Ready because the call fails when the agent's phone line rings busy. |
32767 | The agent's state was changed to Not Ready because the agent did not answer a call and the call was redirected to a different agent or skill group. |
20001 | The agent's state was changed to Not Ready and the agent was forcibly logged out. |
20002 | This is the normal logout reason code condition from Not Ready. |
20003 | If the agent is not in Not Ready state, a request is made to place the agent in Not Ready state and then a logout request is made to log the agent out. |
Supervisor Not Ready | This code is reserved. |
Predefined Logout Reason Code | Description | ||
---|---|---|---|
-1 | The agent reinitialized due to peripheral restart. | ||
-2 | The PG reset the agent, usually due to a PG failure. | ||
-3 | An administrator modified the agent's extension while the agent was logged in. | ||
50002 | A CTI client component failed, causing the agent state to be displayed as logged out. This could be due to closing the agent desktop application, heartbeat timeout, or a CTI client failure (such as Finesse). | ||
50003 | The agent was logged out because the Unified CM reported the agent's device as out of service. | ||
50004 | The agent was logged out due to agent inactivity as configured in agent desk settings. | ||
50020 | For reskilling operations on active agents, the agent was logged out of the skill group due to a reskilling operation that removed the skill group assignment to that agent. This reason code is used in the Agent_Event_Detail record and the Agent_Skill_Group_Logout record to identify the skill group the agent was removed from (due to the reskilling operation). | ||
50030 | The agent was logged out because the agent was logged into dynamic device target that was using the same dialed number (DN) as the PG static device target.
| ||
50040 | The mobile agent was logged out because the call failed. | ||
50042 | The mobile agent was logged out because the phone line disconnected when using nailed connection mode. | ||
20003 | Forces the logout request. | ||
999 | A supervisor forced an agent state change to Logout. |
Service Fields
The Unified ICM/Unified CCE software can use any of three formulas to calculate the service level for a service.
The formulas differ in the way they treat calls that were abandoned before the service level threshold expired.
The value of the ServiceLevelType field indicates the type of service level calculation used.
Value | Meaning |
---|---|
0 | Use default value from Peripheral record. |
1 | Ignore Abandoned Calls. Remove the abandoned calls from the calculation. |
2 | Abandoned Calls have negative impact. Treat abandoned calls as though they exceeded the service level threshold. |
3 | Abandoned Calls have positive impact. Treat abandoned calls as though they were answered within the service level threshold. |
Note that regardless of which calculation you choose, the system software always tracks separately the number of calls abandoned before the threshold expired.
In addition to tracking the service level as calculated by the system software, the historical and real-time tables also track the service level as calculated by the peripheral.
In the Peripheral (see Peripheral), the PeripheralServiceLevelType field indicates how the peripheral itself calculates the service level. Aspect CallCenter ACDs can calculate service level in several different ways.
Valid options for Aspect types are:
1 = Service Level 1
2= Service Level 2
3= Service Level 3
4= Service Level as Calculated by Call Center.
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).
If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).
Service Real Time-Service Mode Indicator Field
In the Service_Real_Time Table (see Service_Real_Time), the ServiceModeIndicator field indicates the current mode of the service.
Value | Meaning |
---|---|
1 | Day Service |
2 | Night Service |
3 | Closed with Answer |
4 | Closed with No Answer |
5 | Transition |
6 | Open |
13 | Pilot Status Other |
Survey Question (For Future Use)
The value in the following table represents the KPI metrics used in the Survey
Question Type Value | Meaning |
---|---|
1 | Customer Satisfaction (CSAT) |
2 | Customer Effort (CES) |
3 | Net Promoter Score (NPS) |
Target Types-Script Cross Reference and Scheduled Report Input
For the Script Cross Reference table (see Script_Cross_Reference) the TargetType field indicates the type of object referenced by the script. That is, it indicates the table referenced by the Script_Cross_Reference.ForeignKey field.
For the Scheduled Report Input table (see Schedule_Report_Input), the Target Type is a unique identifier for the report input row.
Target Type Values | Meaning |
---|---|
0 | Unknown |
1 | Service |
2 | Skill Group |
3 | Agent |
4 | Translation Route |
5 | Agent Administration Group |
6 | Announcement |
7 | Call Type |
8 | Enterprise Service |
9 | Enterprise Skill Group |
10 | Region |
11 | Dialed Number |
12 | Logical Interface Controller |
13 | Physical Interface Controller |
14 | Peripheral |
15 | Routing Client |
16 | Trunk Group |
17 | Route |
18 | Peripheral Target |
19 | Label |
20 | Master Script |
21 | Script Table |
22 | Script Table Column |
23 | Script |
24 | Schedule |
25 | ICR View |
26 | View Column |
27 | Network Trunk Group |
28 | Service Array |
29 | Application Gateway |
30 | Device Target (deprecated) |
31 | User Variable |
32 | User Formula |
33 | Network VRU Script |
34 | Scheduled Target |
35 | Network VRU |
36 | Skill Group Member |
37 | Expanded Call Variable |
38 | Agent Team |
39 | Campaign |
40 | Dialer |
41 | Import Rule |
42 | Query Rule |
43 | Campaign Query Rule |
44 | Dialer Port Map |
45 | Message Category |
46 | Message Destination |
47 | Response Template |
48 | Enterprise Route |
49 | Person |
50 | Media Routing Domain Member |
51 | Media Routing Domain |
52 | Application Path |
53 | Peripheral MRD |
54 | Script Queue Meters |
55 | Campaign Target Sequence |
56 | Microapp Defaults |
57 | Microapp Currency |
58 | Microapp Locale |
59 | Object Call |
60 | Dialer Skill Group |
61 | ECC Payload |
62 | Call Type Skill Group |
63 | Translation Route Meters |
64 | Attribute |
65 | Precision Queue |
66 | Precision Queue Step |
67 | Precision Queue Term |
68 | Precision Queue Step Member |
69 | Attribute Set |
70 | Attribute Set Member |
71 | Precision Queue Member |
72 | Congestion Control |
73 | Precision Queue Step Meter |
80 | Contact Share Group |
81 | Machine Address |
82 | Machine Host |
83 | Machine Service |
84 | Department |
85 | Contact Share Rule |
86 | Contact Share Queue |
87 | Business Hours |
88 | Business Hours Weekday |
89 | Business Hours Special Day |
90 | Business Hours Calendar |
91 | Business Hours Reason |
92 | Time Zone Location |
The Script_Cross_Reference.LocalID field indicates the script object that references the target. The Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced.
Termination Call Detail-Call Disposition and CallDispositionFlag Fields
The Termination Call Detail Table (see Termination_Call_Detail) has two fields that provide details on why the call was considered handled, abandoned, and so forth.
The Call Disposition field gives the final disposition of call (or how the call terminated).
1 = Abandoned in Network
In Unified ICM, indicates the call was abandoned, or dropped, before being terminated at a target device (for instance, an ACD, IVR, Desklink, etc.).
In Unified CCE, indicates that the call was routed to an agent but it never arrived or arrived after the PIM reservation timed-out. (The default timeout is 30 seconds.) An agent will be set to Not Ready if it misses two consecutive routed calls, Peripheral Call Type will usually be two, and the Call Type ID and Network Target ID will be filled in.
In Outbound Option, this result code indicates customer phone not in service.
2 = Abandoned in Local Queue
In Unified ICM, indicates the call was abandoned in the ACD queue while queued to an ACD answering resources (for instance, a skill group, voice port, trunk, etc.)
In Unified CCE. Indicates that VRU Peripheral call was abandoned while in the queue (only for VRU LEG call type).
Note
VRU Service Control Queue Reporting has to be enabled.
In Outbound Option, this result code indicates an outbound call was abandoned either by the customer or dialer.
3 = Abandoned Ring
In Unified ICM, indicates the call was abandoned while ringing at a device. For example, the caller did not wait for the call to be answered but disconnected while the call was ringing.
In Unified CCE, indicates that the caller disconnected while phone was ringing at the agent desktop.
4 = Abandoned Delay
In Unified ICM, indicates the call was abandoned without having been answered but not while ringing or in a queue. Typically, a call marked Abandoned Delay was delayed due to switch processing. Because of the delay, the caller ended up dropping the call before it could be answered.
In Unified CCE, indicates that the destination was not connected when the call terminated. This might mean that:
The agent logged out
The agent picked up the phone and then disconnected without dialing digits.
Route requests were logged on the Cisco Communication Manager PG that were not immediately redirected to an agent.
5 = Abandoned Interflow
In Unified ICM, indicates an interflow call that dropped before the call could be handled by an answering resource. Interflow calls are calls between ACDs. Abandoned Interflow is supported only by PIMs that track interflow calls. Currently, this includes only the Aspect CallCenter PIM.
Does not apply to Unified CCE.
6 = Abandoned Agent Terminal
In Unified ICM, indicates the call was dropped while being held at an agent device. For example, the caller is connected to an agent; the agent puts the caller on hold; the caller gets tired of waiting and disconnects the call.
In Unified CCE, indicates that the caller disconnected while on hold on the Unified CM PG, which generally indicates a training issue for the agent. On the VRU PG with Service Control Queue reporting checked, this usually indicates caller abandoned..
7 = Short
In Unified ICM, indicates the call was abandoned before reaching the abandoned call wait time. Short calls are technically abandoned calls, but they are not counted in the Unified ICM CallsAbandoned counts for the associated service/route. Short calls are, however, counted as offered calls in the CallsOffered and ShortCall counts.
Note
When the short call abandon timer is configured, single step transfers (local transfers), being blind transfers by definition, have a Call Disposition of 7 (short call abandon) and a Peripheral Call Type of 4 (transfer)Also applies to Unified CCE. In addition, route requests would be counted as short calls if so configured.
8 = Busy
Not used in Unified ICM.
Does not apply to Unified CCE.
In Outbound Option, this result code indicates an outbound call resulted in a busy signal.
9 = Forced Busy
The call was made busy by the ACD because there were no answering resources available to handle the call. Currently, only the Avaya Aura PIM supports Forced Busy.
Does not apply to Unified CCE.
10 = Disconnect/drop no answer
Only the Meridian PIMs support the disconnect/drop no answer call disposition. For the Meridian ACD, disconnect/drop no answer indicates that the ACD performed a "forced disconnect" .Disconnect/drop no answer calls are counted as either abandoned or short calls in the system software's service and route tables.
In Unified CCE, indicates that an agent-initiated call was not answered. (If agent picked up the phone but did not dial any digits, the CallDisposition would be 4, Abandoned Delay.)
11 = Disconnect/drop busy
Does not apply to Unified CCE.
12 = Disconnect/drop reorder
Does not apply to Unified CCE.
13 = Disconnect/drop handled primary route
In Unified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred. These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables.
In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PG and handled without a transfer or conference. This call disposition is also used for non-routed calls handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by the VRU. However, it does not indicate if the caller abandoned or disconnected the call after the call was handled by the VRU.
Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields indicate that the caller abandoned the call when the call was at the VRU.
14 = Disconnect/drop handled other In Unified ICM and Unified CCE, indicates the call was handled by a non-agent or unmonitored device (for example, a voice mail system). These calls are counted as handled calls in Unified ICM schema's service, route, and skill group tables.
15 = Redirected / Rejected
In Unified ICM, this indicates the call was redirected such that the PIM no longer can receive events for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example, the call might have been redirected to a non-Unified ICM monitored device and then returned to the switch with a different call ID. The Unified ICM generates the Termination Call Detail record with only the data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in the Unified ICM service and route tables.
In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead of 4 (Abandon Delay) when:
A call leaves a CTI route point to be sent to an IVR.
An agent transfers the call to another skillgroup and no agent is available, so the call is sent to an IVR.
16 = Cut Through
Not currently used.
17 = Intraflow
Not currently used.
18 = Interflow
Not currently used.
19 = Ring No Answer
Not currently used in Unified ICM.
In Unified CCE, this indicates the call wasn't answered by the agent within the Ring No Answer Time (set in the agent desktop setting in Unified ICM Configuration) or that the call was pulled back because of no answer as a result of CVP's RNA timeout expiring.
For nonvoice tasks, this indicates a RONA condition. The task was not accepted within the MRD TaskStartTimeout.
In Outbound Option, this result code indicates an outbound call was not answered in the alloted time.
20 = Intercept reorder
Does not apply to Unified CCE.
In Outbound Option, this result code indicates the Dialer did not receive a ring back from the ACD on the network.
21 = Intercept denial
Does not apply to Unified CCE.
In Outbound Option, this result code indicates the customer call was intercepted by the operator.
22 = Time Out
Supported only by the Avaya ACD Manager PIM. Time out indicates that for an unknown reason the PIM is no longer receiving events for the call. The Time Out call disposition provides a way to "clean up" the call since events for the call can no longer be monitored. Time out calls are counted as TerminatedOther in the Unified ICM service and route tables.
Does not apply to Unified CCE.
In Outbound Option, this result code indicates the Dialer is unable to detect a dial tone.
23 = Voice Energy
Not currently used in Unified ICM.
In Unified CCE, this indicates the outbound call was picked up by a person or an answering machine.
In Outbound Option, this result code indicates the outbound call was picked up by a person.
24 = Non-classified Energy Detected
Not currently used in Unified ICM.
In Outbound Option, this result code indicates the outbound call reached a FAX machine.
25 = No Cut Through
Not currently used.
26 = U-Abort
In the Unified ICM, this indicates the call ended abnormally.
In Unified CCE, the Unified CM indicated the call ended due to one of the following reasons: network congestion, network not obtainable, or resource not available. Such reasons may be due to errors in media set up.
In Outbound Option, this result code indicates the outbound call was stopped before the customer picked up.
27 = Failed Software
In Unified ICM, either the PIM detected an error condition or an event did not occur for a call for an extended period of time. For example, an inbound call with Call ID 1 and associated with Trunk 1 might be marked failed if the PIM received a different call ID associated with Trunk 1. This would indicate a missing Disconnect event for Call ID 1.
If no events are being tracked for the call, the call is eventually timed out. The failed call is marked as a Forced Closed call in the Unified ICM Service and Route tables.
In Unified CCE, generally indicates that Unified CM PG terminated the call because it had exceeded the time allowed for this state. (The default is 1 hour in the NULL state when agent has been removed, and 8 hours in the connected state. The value is configurable.)
28 = Blind Transfer
In the Unified ICM, a transfer scenario involves a primary call and a secondary call. If the secondary call is transferred to a queue or another non-connected device, then the primary call (the one being transferred) is set to Blind Transfer.
In Unified CCE (Unified CM PG), this indicates that the call was transferred before the destination answered. For Unified ICM (VRU PG), this indicates that the IVR indicated the call was successfully redirected.
29 = Announced Transfer
In Unified ICM andUnified CCE, a transfer scenario involves a primary call and a secondary call. If the secondary call is connected to another answering device, or is put on hold at the device, then the primary call (the call being transferred) is marked as Announced Transfer.
30 = Conferenced
In Unified ICM and Unified CCE, the call was terminated (dropped out of the conference). Conference time is tracked in the system software's Skill Group tables for the skill group that initiated the conference.
31 = Duplicate Transfer
Does not apply to Unified CCE.
32 = Unmonitored Device
Not currently used.
33 = Answering Machine
In Unified ICM, this indicates the call was answered by an answering machine. Does not apply to Unified CCE.
In Outbound Option, indicates the call was picked up by an answering machine.
34 = Network Blind Transfer
In Unified ICM, indicates the call was transferred by the network to a different peripheral. Does not apply to Unified CCE unless there is an ISN installation.
35 = Task Abandoned in Router
The NewTask dialogue associated with the task was terminated before the Router could send a DoThisWithTask message to the application instance that issued the NewTask.
36 = Task Abandoned Before Offered
This disposition is deprecated beginning in the 11.5(1) release. Nonvoice tasks that RONA increment disposition 19 instead of 36.
37 = Task Abandoned While Offered
This disposition is only defined for multi-session chat tasks. A task is given this disposition if an agent who is working on one chat session is assigned another chat session, and the customer involved in the new chat session disconnects before the agent begins chatting with the customer.
38 = Normal End Task
The task was handled by an agent.
Only applies to non-voice tasks.
39 = Can't Obtain Task ID
When an application sends the system software an Offer Application Task or Start Application Task request, it waits for the Unified ICM to send a response containing that Task ID that Unified ICM has assigned to the task. If OPC is unable to obtain a task ID from the Router (because the Router is down, or the network connection between OPC and the Router is down), OPC will terminate the task with disposition 39 "Can't Obtain Task ID".
40 = Agent Logged Out During Task
The agent logged out of an MRD without terminating the task.
41 = Maximum Task Lifetime Exceeded
The system software did not receive an End Task message for this task within the maximum task lifetime of the MRD with which the task is associated.
42 = Application Path Went Down
The Task Life timed out while the system software was attempting to communicate with the application instance associated with the task. (This might have occurred either because the application instance was down, or the network connection between Unified ICM and the application instance was down.)
43 = Unified ICM Routing Complete
Not currently used.
44 = Unified ICM Routing Disabled
Not currently used.
45 = Application Invalid MRD ID
Not currently used.
46 = Application Invalid Dialog ID
Not currently used.
47 = Application Duplicate Dialogue ID
Not currently used.
48 = Application Invalid Invoke ID
Not currently used.
49 = Application Invalid Script Selector
The task was rejected because of an invalid Script Selector in the Task Routing request.
50 = Application Terminate Dialogue
Not currently used.
51 = Task Ended During Application Init
The application instance notified the system software that a task that existed prior to the loss of connection was not initialized by the application once connection was restored.
52 = Called Party Disconnected.
CD 52 expected when called party disconnects, with CVP being the routing client.
53 = Partial call
This code simplifies the process of distinguishing interim from final TCD records at reporting or extract time.
Records that contain this CallDisposition code are considered interim records.
OPC will be changed to set a new "PartialCall" EventCause when it receives a GEO_NewTransaction_Ind message from any PIM, and OPC's EventCauseToDisposition() needs to translate that EventCause to the new "PartialCall" CallDisposition.
54 = Drop Network Consult
A Network Consult was established, and the agent then reconnected.
Note
The consult leg would have this disposition for a successful single step transfer.55 = Network Consult Transfer
The Network Consult was established, and then the transfer was completed.
57 = Abandon Network Consult
The Network Consult was never established (ringing, but not answered), and the agent gives up and reconnects.
Note
This disposition will also be reported on a consult leg for a successful network consult transfer.58 = Router Requery Before Answer
Router Received a Requery Event from CVP before the Agent PG indicated the call was answered by an agent.
59 = Router Requery After Answer
Router Received a Requery Event from CVP after the Agent PG indicated the call was answered by an agent.
60 = Network Error
Router received a Network Error for a call targeting an agent before the call arrived to the agent.
61 = Network Error Before Answer
Router Received a Network Error Event from CVP before the Agent PG indicated the call was answered by an agent.
62 = Network Error After Answer
Router Received a Network Error Event from CVP after the Agent PG indicated the call was answered by an agent.
63 = Task Transfer
The task was transferred. The initiating application sent a new task request to CCE for routing that includes the task id of the first task.
64 = Application Disconnected
Used for single ApplicationPath failures, for ApplicationInstances supporting multiple Client Connections using the same ApplicationPath (UQ.Path). In this case the Application Path is not considered down, because the other client instance of the Application is still connected. This occurs when a TaskLive timeout occurs or and agent logs in again to the ApplicationPath.
65 = Task Transferred on Agent Logout
The agent logged out of the MRD with an active task, and the task was transferred.
66 = Pick / Pull Request Error
The pick or pull request failed.
The CallDispositionFlag field provides detail on the call disposition.
Flags are:
DBCDF_HANDLED = 1
DBCDF_ABANDONED = 2
DBCDF_SHORT = 3
DBCDF_ERROR = 4
DBCDF_REDIRECTED = 5
DBCDF_REQUERY = 6
DBCDF_INCOMPLETE = 7
Termination Call Detail-Peripheral Call Type
The PeripheralCallType field in the Termination Call Detail Table (see Termination_Call_Detail) offers information about the type of the call as reported by the peripheral.
Valid settings for this field are:
1 = ACD In
In Unified ICM (VRU PG), all calls are of this type.
In Unified CCE (Unified CM PG), generally indicates that this is a post-route request.
2 = Pre-Route ACD In
In Unified CCE, indicates call was routed to this destination so the Unified CM PG has routing information to associate with the call (router call key, call context).
3 = Pre-Route Direct Agent
Does not apply to Unified CCE.
4 = Transfer In
In Unified CCE, indicates the call was transferred from another agent or device. The name value is misleading because it is used for calls transferred in or out.
5 = Overflow In
Does not apply to Unified CCE.
6 = Other In
In Unified CCE, used for inbound calls that do not have route information/call context associated. Applies to a call coming from an agent from the same peripheral.
7 = Auto Out
In Outbound option, indicates a Predictive /Progressive customer call.
8 = Agent Out
Does not apply to Unified CCE.
9 = Out
In Unified CCE, indicates call was placed outside the Unified CM cluster or that a network reached event was received.
10 = Agent Inside
11 = Offered
Does not apply to Unified CCE.
12 = Consult
13 = Consult Offered
14 = Consult Conference
Does not apply to Unified CCE.
15 = Conference , Supervisor Barge In
Note
Supervisor Barge In is specified as returning a PeripheralCallType of 23, but currently returns 15, Conference, in the Termination Call Detail Table.
16 = Unmonitored
Does not apply to Unified CCE.
17 = Preview
In Outbound Option indicates a Preview/Callback customer call.
18 = Reserved
In Outbound Option indicates a Reservation call.
19 = Supervisor Assist
20 = Emergency Call
21 = Supervisor Monitor
22 = Supervisor Whisper
Does not apply to Unified CCE.
Supervisor Barge In
Note
Supervisor Barge In is specified as returning a PeripheralCallType of 23, but currently returns 15, Conference, in the Termination Call Detail Table.
24 = Supervisor Intercept
25 = Task Routed by Unified CCE
Call type for nonvoice tasks routed by Unified CCE.
26 = Task Started by Application Instance
Call type for nonvoice tasks started by an agent or application.
27 = Reservation Preview
Call type for Outbound Option Reservation calls for Preview mode.
28 = Reservation Preview Direct
Call type for Outbound Option Reservation calls for Direct Preview mode.
29 = Reservation Predictive
Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode.
30 = Reservation Callback
Call type for Outbound Option Reservation calls for Callback calls.
31 = Reservation Personal Callback
Call type for Outbound Option Reservation calls for Personal Callback calls.
32 = Customer Preview
Call type for Outbound Option Customer calls for Preview mode.
33 = Customer Preview Direct
Call type for Outbound Option Customer calls for Direct Preview mode.
34 = Customer Predictive
Call type for Outbound Option Customer calls for Predictive mode and Progressive mode for agent-based campaigns.
35 = Customer Callback
Call type for Outbound Option Customer calls for callback calls.
36 = Customer Personal Callback
Call type for Outbound Option Customer calls for personal callback calls.
37 = Customer IVR
Call type for Outbound Option Customer calls for Transfer to IVR campaigns.
38 = Non-ACD Call
Call type for Multi-Line Agent. Agent placed or received a call on a secondary extension. In an agent to agent call that includes both an ACD line and a non-ACD line, the ACD line attributes take precedence.
39 = Play Agent Greeting
Route request to play an Agent Greeting.
40 = Record Agent Greeting
Agent call for recording an Agent Greeting.
41 = Voice Callback
Agent call for outbound Voice Callback.
42 = Switch Leg
Switch Leg for VRU Peripheral call.
Note
Identifies the switch leg of the call at CVP, deployed as a Type 10 VRU.
43 = VRU Leg
VRU Leg for VRU Peripheral call.
Note
Identifies the VRU leg of the call at CVP, deployed as a Type 10 VRU. (This is only classified as VRU leg, if Queue Reporting has been enabled for the corresponding VRU PG, using Peripheral Gateway Setup). If enabled, calls abandoned in queue will have an Abandoned call disposition for the VRU leg of the call, instead of a Handled call disposition, which helps in identifying individual calls that were abandoned while being queued at CVP. The abandoned call disposition is restricted to only queued calls, and not to Self-service calls.
44 = Pick Request
Pick request from a non-Voice queue.
45 = Pull Request
Pull request from a non-Voice queue.
Trunk Type
The Type field in the Trunk Table (see Trunk) allows these values to indicate the type of trunk:
1 = Local C.O.
2 = Foreign Exchange
3 = WATS
4 = DID/DNIS
5 = PRI
6 = Tie Line
7 = Interflow