agentID

Identifier of the agent whose state has changed.

int

NOT NULL

Primary Key

eventDateTime

Date and time that the agent state changed.

datetime year to fraction (3)

NOT NULL

Primary Key

gmtOffset

Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero.

smallint

NOT NULL

eventType

Event that triggered the agent state change:

1—Log In

2—Not Ready

3—Ready

4—Reserved

5—Talking

6—Work

7—Log Out

smallint

NOT NULL

Primary Key

reasonCode

Code, as set up in the Cisco Desktop Administrator, for the reason that the agent changed to Not Ready State or to Log Out State.

Null if a reason code is not configured.

smallint

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

profileid

Identifier of the profile.

int

NOT NULL

Primary Key

createdatetime

Default -CURRENT_TIMESTAMP

datetime year to second

NOT NULL

recordid

Unique identifier for the record

int

NOT NULL

Primary Key

areacode

The area code of the call.

nvarchar(10)

NOT NULL

Primary Key

regioncode

Uses the same data as that of gmtzone.

nvarchar(10)

NULL

daylightsavingsenabled

char(1)

NOT NULL

gmtzone

Stores identifiers that internally maps to the GMT offset corresponding to the area code.

int

NULL

privatedata

Any fields which are to be used internally only.

BLOB

NULL

active

Whether the record is active in the system. A record becomes inactive if the team is deleted from the system.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

Date this record was deleted.

datetime year to second

NULL

recordid

A unique identifier for the record.

int

NOT NULL

Primary Key

campaignid

A unique identifier for the campaign.

int

NOT NULL

Primary Key

profileid

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

createdatetime

Default -CURRENT_TIMESTAMP

datetime year to second

NOT NULL

campaignname

Name of the campaign. Must be unique.

nvarchar(10)

NULL

enabled

• 0 = campaign is enabled

• 1 = campaign is disabled

smallint

NOT NULL

description

A description of the campaign.

varchar(50)

NULL

starttime

When the campaign starts (based on server time). This is stored in minutes.

int

NOT NULL

endtime

When the campaign ends (based on server time). This is stored in minutes.

int

NOT NULL

cachesize

Number of contacts to be retrieved in a batch for dialing for this campaign.

int

NOT NULL

maxattempts

Maximum number of attempts made to dial a contact for this campaign.

int

NOT NULL

ansmachineretry

0 = Dialer should try dialing a contact again if it reached an answering machine

1 = Dialer should not try dialing a contact again if it reached an answering machine

smallint

NOT NULL

callbacktimelimit

The amount of time in minutes before and after the scheduled callback time, during which the Dialer attempts a callback.

int

NULL

missedcallbackaction

Indicates what the Dialer should do if a callback could not be placed at the scheduled time:

0 = reschedule callback to same time the next business day

1 = make an ordinary retry

2 = close record

int

NULL

privatedata

Any fields which are used internally only can be stored in this column in a blob.

BLOB

NULL

active

Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

Date this record was deleted.

datetime year to second

NULL

dialertype

The type of the dialer used for the campaign. The dialer can be any one of the following three types - Predictive, Progressive or Preview Outbound.

0 - Direct Preview Dialer

1 - IVR based Predictive Dialer

2 - IVR based Progressive Dialer

Default value = 0

smallint

NOT NULL

campaignType

The campaign type can be IVR-based or ICD-based.

0 - IVR based campaign

1 - Agent based campaign

Default value = 1

smallint

NOT NULL

campaignCallingNum

The campaign calling number that is displayed to the contact. This number is used by the outbound IVR dialer.

BLOB

NULL

applicationTrigger

This is the JTAPI trigger associated with this campaign.

BLOB

NULL

applicationName

The name of the application associated with the above-mentioned JTAPI trigger.

BLOB

NULL

recordid

A unique identifier for the record

int

NOT NULL

Primary Key

campaignid

A unique identifier for the campaign, from the Campaign table.

int

NOT NULL

Primary Key

csqid

A unique identifier for the CSQ, from the ContactServiceQueue table.

int

NOT NULL

Primary Key

active

Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system.

f = Inactive

t = Active

smallint

NULL

createdatetime

Default, CURRENT_TIME_STAMP

datetime year to second

NULL

dateinactive

Date this record was deleted.

datetime year to second

NULL

recordId

A unique identifier for the record

int

NOT NULL

Primary Key

campaignId

The campaign for which the data is recorded

int

NOT NULL

Primary Key

startDate

Start date and time of the interval

datetime year to fraction

NOT NULL

endDate

End date and time of the interval

datetime year to fraction

NOT NULL

attemptedCalls

The number of attempted calls in the interval

int

NOT NULL

abandonedCalls

The number of abandoned calls in the interval

int

NOT NULL

voiceCalls

The number of voice calls in the interval

int

NOT NULL

linesPerPort

Lines Per Port value computed depending on the abandoned calls/voice calls

decimal(8, 3)

NOT NULL

active

Indicates whether the data stored is for an active campaign or not.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

The date on which this campaign was deleted

datetime year to fraction

Id

Unique identifier of the channel provider. Server ID is the foreign key that associates this table with the ContactServiceQueue table.

int

NOT NULL

Primary Key

channelType

Type of contact channel.

varchar (20, 0)

NOT NULL

sendserverfqdn

FQDN of the channel provider for sending the channel type.

Varchar(255, 0)

NOT NULL

sendprotocol

Sending protocol that is used to communicate with the channel provider.

Varchar(20, 0)

NOT NULL

sendserverport

16-bit port number that is used to communicate with the channel provider for sending the channel type.

int

NOT NULL

receiveserverfqdn

FQDN of the channel provider for receiving the channel type.

Varchar(255, 0)

NOT NULL

receiveprotocol

Receiving protocol that is used to communicate with the channel provider.

Varchar(20, 0)

NOT NULL

receiveserverport

16-bit port number that is used to communicate with the channel provider for receiving the channel type.

int

NOT NULL

description

Description of the channel provider.

Lvarchar(400)

active

Indicates whether the record is currently active or not. A record becomes inactive if the record is deleted or updated from the system.

f = Inactive

t = Active

Boolean

NOT NULL

dateinactive

If the active field is “f”, this field indicates the date and time that the record became inactive.

datetime year to second

proxytype

Indicates whether Enable/Disable option is selected for SOCKS Proxy in Mail server configuration page.

Lvarchar(25)

mailservertype

Indicates the mail server type. The default is microsoft.

Lvarchar(50)

wdID

Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table.

int

NOT NULL

Primary Key

tagID

The tagID for the csq associated with the problem statement.

nvarchar(50)

NOT NULL

problemStmt

The definition of the problem.

lvarchar (256)

NOT NULL

psOrder

Order of the problem statement in the chat widget.

int

NOT NULL

Primary Key

profileId

A unique identifier for the record.

int

NOT NULL

Primary Key

wdID

A unique ID for each widget.

int

NOT NULL

Primary Key

scheduledDay

Scheduled working days in a week.

LVARCHAR(3)

NOT NULL

fromTime

Start time of business hours.

int

NOT NULL

toTime

End time of business hours.

int

NOT NULL

active

Indicates whether the widget is currently active or not.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

The date and time when the record became inactive.

datetime year to second

profileId

A unique identifier for the record.

int

NOT NULL

Primary Key

wdID

A unique ID for each widget.

int

NOT NULL

Primary Key

customType

Scheduled business holiday or the special day.

small int

NOT NULL

name

Name of the business holiday or the special day.

LVARCHAR(256)

NOT NULL

dateConfigured

Date of the business holiday or the special day.

datetime year to second

NOT NULL

fromTime

Start time of business hours.

int

toTime

End time of business hours.

int

active

Indicates whether the widget is currently active or not.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

The date and time when the record became inactive.

datetime year to second

csqID

Numeric identifier for the CSQ.

int

NOT NULL

chattriggerpointname

Name of fields present in the chat trigger point.

Ivarchar(256)

NOT NULL

active

Indicates whether the record is currently active.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

If the active field is “f”, date and time that the record became inactive.

Datetime year to fraction(3)

NULL

wdID

Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table.

int

NOT NULL

Primary Key

fieldName

Name of fields present in the user form.

nvarchar(50, 0)

NOT NULL

fieldID

ID of fields present in the user form.

int

NOT NULL

Primary Key

fieldOrder

Order of the field in the widget.

smallint

NOT NULL

active

Indicates whether the record is currently active or not.

f = Inactive

t = Active

Boolean

NOT NULL

lastmodifieddate

The date and time when the user form details were last modified.

datetime year to fraction(3)

wdID

Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table.

int

NOT NULL

Primary Key

tagID

The tagID for the csq associated with the problem statement.

nvarchar(50)

NOT NULL

problemStmt

The definition of the problem.

lvarchar (256)

NOT NULL

psOrder

Order of the problem statement in the chat widget.

int

NOT NULL

Primary Key

profileId

A unique identifier for the record.

int

NOT NULL

Primary Key

wdID

A unique ID for each widget.

int

NOT NULL

Primary Key

scheduledDay

Scheduled working days in a week.

LVARCHAR(3)

NOT NULL

fromTime

Start time of business hours.

int

NOT NULL

toTime

End time of business hours.

int

NOT NULL

active

Indicates whether the widget is currently active or not.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

The date and time when the record became inactive.

datetime year to second

profileId

A unique identifier for the record.

int

NOT NULL

Primary Key

wdID

A unique ID for each widget.

int

NOT NULL

Primary Key

customType

Scheduled business holiday or the special day.

small int

NOT NULL

name

Name of the business holiday or the special day.

LVARCHAR(256)

NOT NULL

dateConfigured

Date of the business holiday or the special day.

datetime year to second

NOT NULL

fromTime

Start time of business hours.

int

toTime

End time of business hours.

int

active

Indicates whether the widget is currently active or not.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

The date and time when the record became inactive.

datetime year to second

csqID

Numeric identifier for the CSQ.

int

NOT NULL

chattriggerpointname

Name of fields present in the chat trigger point.

Ivarchar(256)

NOT NULL

active

Indicates whether the record is currently active.

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

If the active field is “f”, date and time that the record became inactive.

Datetime year to fraction(3)

NULL

wdID

A unique ID for each widget.

int

NOT NULL

Primary Key

wdName

Name of the widget.

lvarchar (50)

NOT NULL

wdDescription

The description of the widget that is configured in the Unified CCX Administration.

lvarchar (256)

NULL

wdWelcome

The welcome message that is displayed when the customer joins the chat sessions.

lvarchar (256)

NULL

wdLogo

The Location of the logo file that is displayed in the customer facing chat widget.

lvarchar (256)

NULL

wdError

The message that is displayed to the customer when the chat is unavailable.

lvarchar (360)

wdJoinTimeout

The message that is displayed to the customer when a chat request is not handled within the set time.

lvarchar (256)

NULL

wdCode

Blob data to store the HTML code generated for the widget.

BLOB

NULL

active

Indicates whether the widget is currently active or not.

f = Inactive

t = Active

boolean

NOT NULL

lastModifiedDate

The date and time on which the widget details were last modified.

datetime year to fraction (3)

NULL

wdContextServiceFieldsets

The context service specific field sets used to capture information that are related to the contact being served over the chat session.

lvarchar(1024)

NULL

offHoursMessage

A message to be displayed off the scheduled business hours.

lvarchar (256)

NULL

wdType

Indicates the type of widget:

• 0- Classic

• 1- Chat Bubble

small int

NOT NULL

Default 0

wdID

Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table.

int

NOT NULL

Primary Key

fieldName

Name of fields present in the user form.

lvarchar (200)

NOT NULL

fieldID

ID of fields present in the user form.

int

NOT NULL

Primary Key

fieldOrder

Order of the field in the widget.

smallint

NOT NULL

active

Indicates whether the record is currently active or not.

f = Inactive

t = Active

Boolean

NOT NULL

lastmodifieddate

The date and time when the user form details were last modified.

datetime year to fraction (3)

sessionID

Identifier that the system assigned to the call. This identifier remains the same for all legs of the call.

decimal(18,0)

NOT NULL

Primary Key

sessionSeqNum

Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number.

smallint

NOT NULL

Primary Key

nodeID

Unique identifier assigned to each server in the cluster.

smallint

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

contactType

smallint

NOT NULL

contactDisposition

smallint

NOT NULL

dispositionReason

Reason why the call is aborted or rejected by the system.

varchar(100,0)

NULL

originatorType

smallint

NOT NULL

originatorID

Numeric identifier of the agent who originated the call or the leg.

Used only if originatorType is 1.

int

NULL

originatorDN

If originatorType is 1 and the call was placed by the agent using the non-IPCC extension then this field contains the non-IPCC extension, else it contains an empty character ('').

If originatorType is 2, this field shows the CTI port number.

If originatorType is 3, this field shows the telephone number of the caller as received by the Unified CM, if available.

An empty character ('') if originatorType is 1. This is not applicable for agent based progressive and predictive outbound calls.

nvarchar(30,0)

NULL

destinationType

smallint

NULL

destinationID

Numeric identifier of the agent who received the call or the leg.

Used only if destinationType is 1.

int

NULL

destinationDN

If the destinationType is 1 and the call was received by an agent using the non-IPCC extension, then this field contains the non-IPCC extension, else it contains an empty character ('').

If destinationType is 2, this field shows the CTI port number.

If destinationType is 3, this field shows the telephone number called, if available.

An empty character ('') if destinationType is 1.

nvarchar(30)

NULL

startDateTime

For an incoming call or a leg, date and time that the call or the leg started to ring in the system.

For an internal call or for an outgoing call, date and time that the call originated.

For a transferred call or a leg, endDateTime of the transferring call or leg.

datetime year to fraction (3)

NOT NULL

endDateTime

Date and time that this call or the leg was transferred or was disconnected.

datetime year to fraction (3)

NOT NULL

gmtOffset

Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero.

smallint

NOT NULL

calledNumber

Telephone number of the device to which the call or leg was presented.

If the call or leg was placed to a Unified CCX Route Point, this field shows the directory number configured in the Unified CM for that Route Point.

If the call was placed to an external party, this field shows the telephone number dialed by the caller.

nvarchar(30)

NULL

origCalledNumber

Telephone number dialed by the caller if the call was placed from an IP phone.

The Unified CM directory number to which the VoIP gateway routed the call if the call was placed from outside the VoIP² network (for example, from the PSTN³ or a TDM⁴ PBX⁵).

Null if the caller picked up the phone but did not dial any digits.

nvarchar(30)

NULL

applicationTaskID

Identifier of the Unified CCX or Cisco Unified IP IVR⁶(Unified IP IVR) application task that is associated with the call or the leg.

Null for a call that does not have an application associated with it.

decimal(18,0)

NULL

applicationID

Identifier of the Unified CCX or Unified IP IVR application that processed the call or the leg.

Null for a call or a leg that does not have an application associated with it.

int

NULL

applicationName

Name of the Unified CCX or Unified IP IVR application associated with the call.

Null for a call or a leg that does not have an application associated with it.

nvarchar(30)

NULL

connectTime

Amount of time, in seconds, between the start time of the call or the leg and the end time of the call or the leg.

smallint

NULL

customVariable1

Contents of the variable _ccdrVar1, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable2

Contents of the variable _ccdrVar2, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable3

Contents of the variable _ccdrVar3, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable4

Contents of the variable _ccdrVar4, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable5

Contents of the variable _ccdrVar5, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable6

Contents of the variable _ccdrVar6, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable7

Contents of the variable _ccdrVar7, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable8

Contents of the variable _ccdrVar8, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable9

Contents of the variable _ccdrVar9, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

customVariable10

Contents of the variable _ccdrVar10, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked.

Null if this variable is not set.

varchar(40)

NULL

accountNumber

Account number entered by the caller.

varchar(40)

NULL

callerEnteredDigits

Phone number entered by the caller.

varchar(40)

NULL

badCallTag

Tag for a bad call.

Default = N

char(1)

NULL

transfer

Was this call leg transferring the call:

t = transfer

f = no

boolean

NULL

redirect

Was this call leg redirecting the call:

t = redirect

f = no

boolean

NULL

conference

Was this call leg conferencing the call:

t = conference

f = no

boolean

NULL

flowout

When this flag is set, it means this call leg is sent to another application or destination outside the system.

boolean

NULL

metServiceLevel

Did the call meet the service level:

t = met service level

f = no

Note: Reserved for future use.

boolean

NULL

campaignID

Unique identifier of the campaign that generated this call.

int

NULL

OrigProtocolCallRef

Unique identifier to identify a call leg that enters the Unified CCX system. This is used to trace a call which has traversed from some product to the Unified CCX.

Varchar(32)

NULL

DestProtocolCallRef

Unique Identifier to identify a call leg that exits the Unified CCX system. This is used to trace a call which has traversed from Unified CCX to some other product.

Varchar(32)

NULL

CallResult

The result of an IVR based or agent based progressive or predictive outbound call.

smallint

NULL

dialingListID

Unique identifier of a contact that is dialed for an outbound campaign. Links with DialingList.dialingListID.

int

NULL

sessionID

Identifier that the system assigned to the call. This identifier remains the same for all legs of the call.

decimal(18,0)

NOT NULL

Primary Key

sessionSeqNum

Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number.

smallint

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

nodeID

Unique identifier assigned to each server in the cluster.

smallint

NOT NULL

Primary Key

targetID

int

NOT NULL

Primary Key

targetType

smallint

NOT NULL

Primary Key

qIndex

A new qIndex is created whenever the Unified CCX call is conferenced to a Unified CCX route point.

smallint

NOT NULL

Primary Key

queueOrder

The order of the call in the queue.

smallint

NOT NULL

disposition

smallint

NULL

metServiceLevel

boolean

NULL

queueTime

Number of seconds the caller spent in queue for this CSQ and this leg of the call.

smallint

NULL

sessionID

Identifier that the system assigned to the call. This identifier remains the same for all legs of the call.

decimal(18, 0)

NOT NULL

Primary Key

sessionSeqNum

Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number.

smallint

NOT NULL

Primary Key

nodeID

Unique identifier assigned to each server in the cluster.

smallint

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

qIndex

A new qIndex is created whenever the Unified CCX call is conferenced to a Unified CCX route point.

smallint

NOT NULL

Primary Key

origPriority

Priority level assigned to the call or the leg when it was first queued.

Null if a priority was not assigned.

smallint

NULL

finalPriority

Priority level of the call or the leg when it ended.

Null if a priority was not assigned.

smallint

NULL

queueTime

Time, in seconds, that the call or the leg was queued before an agent picked up the call or the leg. This is the accumulated queue time perceived by the caller if the call is queued for more than one CSQ; in contrast, the ContactQueueDetail record records queue time for each individual CSQ.

smallint

NULL

startDateTime

For an incoming call or a leg, date and time that the call or the leg was queued for the first CSQ.

datetime year to fraction (3)

NOT NULL

contactServiceQueueID

Numeric identifier of the CSQ. This ID does not change when CSQ attributes are changed through the Unified CCX Administration user interface.

int

NOT NULL

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

CSQName

Name of the CSQ as set up in Unified CCX Administration.

nvarchar(50,0)

NOT NULL

resourcePoolType

Type of resource pool that is set up in Unified CCX Administration:

1—Resource groups

2—Resource skills

smallint

NOT NULL

resourceGroupID

If resourcePoolType is 1, unique identifier used to locate the associated resource group in the Resource Group table.

Not used if resourcePoolType is 2.

int

NULL

selectionCriteria

Resource pool selection model that is set up in the Unified CCX Administration.

nvarchar(30,0)

NOT NULL

skillGroupID

If resourcePoolType is 2, unique identifier used to locate the associated skill group in the SkillGroup table.

Not used if resourcePoolType is 1.

int

NULL

serviceLevel

Goal, in seconds, for the maximum time that a caller spends in the queue before the call is answered by an agent, as set up in Unified CCX Administration.

int

NOT NULL

serviceLevelPercentage

Goal for the percentage of calls that meet the service level that is shown in the serviceLevel field, as set up in Unified CCX Administration.

smallint

NOT NULL

active

Indicates whether the record is active:

f = Inactive

t = Active

A record becomes inactive if the CSQ is deleted from the system or if the attributes are changed through the Unified CCX Administration user interface. When an attribute is changed, the record is marked inactive; that is, the active field is changed to “f”, and a new record is created.

boolean

NOT NULL

autoWork

Whether an agent goes to Work State after handling a call from this CSQ:

f —No

t —Yes

boolean

NOT NULL

dateInactive

If the active field is “f”, date and time that the record became inactive.

datetime year to fraction (3)

NULL

queueAlgorithm

Criterion that specifies how contacts are queued, as set up in Unified CCX Administration.

nvarchar(30,0)

NOT NULL

recordID

Identifier of this record. When any CSQ attribute, such as service level, is changed through the Unified CCX Administration user interface, the record is marked inactive; that is, the value of the active field changes to “f”, and a new record is created with a new record ID; the contactServiceQueueID stays the same for that CSQ.

int

NOT NULL

Primary Key

orderList

Reserved for future use.

int

NULL

wrapupTime

Time in seconds that agent is placed in Work state.

Possible values:

1 – 7200

0 – disabled

smallint

NULL

prompt

The prompt value is used for remote monitoring. The customer can record the name of the CSQ and store it in a WAV file. This field contains the name of the WAV file.

nvarchar (256)

NOT NULL

privateData

Any fields which are used internally only can be stored in this column in a blob.

BLOB

NULL

queueType

A type of the CSQ.

Possible values:

0 – voice CSQ

1 – email CSQ

2 – chat CSQ

smallint

NOT NULL

queueTypeName

nvarchar(30,0)

NULL

accountuserId

The userid of the email account mapped to an email CSQ.

nvarchar(255,0)

NULL

channelproviderId

The unique identifier for the channel provider.

int

NULL

reviewQueueId

Reserved.

int

NULL

routingType

nvarchar(30,0)

NULL

foldeerName

The name of the email folder that needs to be polled for mails on the mail server.

nvarchar(255,0)

NULL

pollingInterval

The time (in seconds) on how frequently the email server is polled for any new emails.

int

NULL

snapshotAge

The time (in minutes) to indicate how far to go back to fetch emails on startup.

int

NULL

feedId

The unique identifier for the feeds from SocialMiner.

nvarchar(30,0)

NULL

record ID

Unique numeric ID for each record. Introduced for historical reporting purposes.

Possible values: 1, 2, 3....

int

NOT NULL

Primary Key

profileID

The indentifier of the profile

int

NOT NULL

Primary Key

applicationID

Configurable application identifier. Not unique for an application. Exposed for Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) integration. Configured on Unified CCX Administration, modifiable.

Possible values: -1, 1, 2, 3...

int

NOT NULL

configClass

Represents application configuration class.

lvarchar(512)

NOT NULL

version

Specifies internal configuration schema version.

Possible values: 1

int

NOT NULL

configImplClass

Represents application configuration implementation class.

Possible value:

com.cisco.crs.app.ScriptApplicationConfig

lvarchar(512)

NOT NULL

applicationName

Name that uniquely identifies the application

nvarchar(50,0)

NOT NULL

applicationType

The type of application.

nvarchar(128,0)

NOT NULL

applicationEnabled

Whether or not the application is enabled.

boolean

NOT NULL

numOfSessions

Maximum number of sessions

int

NOT NULL

description

The description of the application that is configured in the Unified CCX Administration.

nvarchar(128,0)

NULL

privateData

Internal data not exposed to customers.

BLOB

NULL

createDateTime

The time when the record is created or updated.

Default value: Current year to second

datetime year to second

NOT NULL

active

Whether this record is active.

boolean

NOT NULL

dateInactive

If active = f, the time when this record became inactive.

datetime year to second

NULL

recordID

A unique numeric ID for each record. Introduced for historical reporting purposes.

int

NOT NULL

Primary Key

profileID

Indentifier of the profile

Possible values: 1, 2, 3....

int

NOT NULL

Primary Key

configClass

Represents Group configuration class.

Possible values: GroupConfig.class

lvarchar(512)

NOT NULL

version

Specifies internal configuration schema version.

Possible values: 2

int

NOT NULL

configImplClass

Represents group configuration implementation class.

lvarchar(512)

NOT NULL

groupClass

Uniquely identifies a group together with the groupID. The class of channels being managed by the group.

lvarchar(400)

NOT NULL

groupID

Uniquely identifies a group together with groupClassName. Group identifier unique for a give class of channels.

int

NOT NULL

groupType

Type of the group, corresponding to type of the channels managed by the group as defined since CRS 3.0.

nvarchar(128,0)

NOT NULL

groupEnabled

Whether the group is enabled.

Possible values:

f = disabled

t = enabled

boolean

NOT NULL

numOfChannels

Number of channels defined in the group.

int

NOT NULL

description

Description of the group.

nvarchar(128,0)

NULL

privateData

Internal data not exposed to customers.

BLOB

NULL

createDateTime

When the group was created.

Default value: Current year to second

datetime year to second

NOT NULL

active

Whether this record is active.

Possible values:

f = inactive

t = active

boolean

NOT NULL

dateInactive

If active = f, the time when the record became inactive.

datetime year to second

NULL

recordID

Unique numeric ID for each record. Introduced for historical reporting purposes.

int

NOT NULL

Primary Key

profileID

Indentifier of the profile

Possible values: 1, 2, 3....

int

NOT NULL

Primary Key

configClass

Represents trigger configuration class.

Possible values:

ApplicationTriggerConfig.class

lvarchar(512)

NOT NULL

version

Specifies internal configuration schema version.

Possible values: 3

int

NOT NULL

configImplClass

Represents trigger configuration implementation class.

lvarchar(512)

NOT NULL

triggerName

Uniquely identifies a trigger. Available from CRS 4.5 onwards. The API does limit the string length. Go back and revisit the length.

nvarchar(50,0)

NOT NULL

triggerType

Hard coded.

nvarchar(128,0)

NOT NULL

applicationName

Application name being triggered by the trigger.

nvarchar(50,0)

NOT NULL

triggerEnabled

Whether the trigger is enabled

boolean

NOT NULL

numOfSessions

Maximum number of sessions

Possible values: 0, 1, 2...

int

NOT NULL

idleTimeout

Idle time out in milliseconds

int

NOT NULL

triggerLocale

Default locale for the trigger.

nvarchar(50,0)

NOT NULL

description

Description of the trigger

nvarchar(128,0)

NULL

misc1

For HTTP trigger, this field contains the URL. For JTAPI and call triggers, this is the dialed number (DN).

lvarchar(256)

NULL

misc2

For JTAPI trigger, this is the partition.

lvarchar(256)

NULL

privateData

Internal data not exposed to customers, such as parameters or groups associated with a trigger.

BLOB

NULL

createDateTime

When the trigger was created.

Default value: Current year to second

datetime year to second

Not NULL

active

Whether this record is active.

Possible values:

f = inactive

t = active

boolean

NOT NULL

dateInactive

If active = f, the time when the record became inactive.

datetime year to second

NULL

recordid

A unique identifier for the record.

int

NOT NULL

Primary Key

dialinglistid

A unique identifier for a contact.

int

NOT NULL

Primary Key

profileid

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

campaignid

Campaign identifier

int

NULL

createdatetime

Default -CURRENT_TIMESTAMP

datetime year to second

NULL

accountnumber

The account number of the contact (from the imported file). This field is sent to the agent desktop.

nvarchar(25, 0)

NULL

firstname

The first name of the contact (from the imported file).

nvarchar(50, 0)

NULL

lastname

The last name of the contact (from the imported file).

nvarchar(50,0)

NULL

phone01

Primary phone number of the contact (from the imported file).

varchar(28,0)

NOT NULL

phone02

Additional number of the contact (from the imported file). The number is dialed when the agent selects Skip-Next for the preview call.

varchar(28,0)

NULL

phone03

Additional number of the contact (from the imported file). This number is dialed if attempts to dial the first two numbers are unsuccessful.

varchar(28,0)

NULL

gmtzonephone01

The time zone for the first phone number of the contact.

smallint

NOT NULL

dstphone01

0 = Daylight Savings Time (DST) is observed at this phone number.

1 = DST is not observed at this phone number

smallint

NOT NULL

gmtzonephone02

The time zone for the second phone number of the contact.

smallint

NOT NULL

dstphone02

0 = DST is observed at this phone number.

1 = DST is not observed at this phone number.

smallint

NOT NULL

gmtzonephone03

The time zone for the third phone number of the contact.

smallint

NOT NULL

dstphone03

0 = DST is observed at this phone number.

1 = DST is not observed at this phone number.

smallint

NOT NULL

callbacknumber

Phone number to be used for callback (can be supplied by the agent).

varchar(28,0)

NULL

callbackdatetime

Customer requested callback time.

datetime year to second

NULL

callstatus

The status of the contact record:

1 = Pending. The call is pending.

2 = Active. The record is sent (active) to the Outbound subsystem for dialing.

3 = Closed. The record is closed.

4 = Callback. The record is marked for a callback.

5 = Max Calls. Maximum attempts have been reached for this record (considered closed).

6 = Retry. The call is redialed immediately whenever there is any miss.

7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, the records are moved to this state.

8 = Retries with delay. The call is redialed as it was either busy, no answer, customer abandoned or system abandoned. Retry time is set as per the corresponding configuration in the Unified CCX Application Administration web interface.

smallint

NOT NULL

callresult

The call result from the last call placed for this record.

1 = Voice. Customer answered and was connected to agent.

2 = Fax. Fax machine reached.

3 = Answering machine. Answering machine reached.

4 = Invalid. Number reported as invalid by the network or by the agent.

5 = Do Not Call. Customer does not want to be called again.

6 = Wrong Number. Number successfully contacted but wrong number.

7 = Wrong Person. Number successfully contacted but reached the wrong person.

8 = Callback. Customer requested regular callback.

9 = Skip/Reject. Agent skipped or rejected a preview call.

10 = Skip-Close/Reject-Close. Agent skipped or rejected a preview call with the close option.

11 = Busy. Busy signal detected or marked busy by agent.

12 = Agent did not respond to the preview call within the timeout duration.

13 = Callback Failed - this value is not written to the database; this is for internal use only.

14 = Callback missed and marked for Retry.

15 = Customer's phone timed out either due to Ring No Answer (RNA) or Gateway failure.

16 = Call was abandoned because IVR port was unavailable or Unified CCX failed to transfer the call to the IVR port.

17 = Call failed due any one of the reasons.

18 = Customer abandoned as customer or agent disconnected the call within the time limit as configured in “Abandoned Call Wait Time” in Unified CCX Application Administration web interface.

smallint

NOT NULL

callresult01

The call result from the last time phone01 was called.

Values are the same as for callResult.

smallint

NULL

callresult02

The call result from the last time phone02 was called.

Values are the same as for callResult.

smallint

NULL

callresult03

The call result from the last time phone03 was called.

Values are the same as for callResult.

smallint

NULL

lastnumberdialed

The last number dialed.

1 = phone01

2 = phone02

3 = phone03

smallint

NULL

callsmadetophone01

The number of call attempts made to phone01. If there is an error in an attempt to call this number, the attempt is not counted here.

smallint

NULL

callsmadetophone02

The number of call attempts made to phone02. If there is an error in an attempt to call this number, the attempt is not counted here.

smallint

NULL

callsmadetophone03

The number of call attempts made to phone03. If there is an error in an attempt to call this number, the attempt is not counted here.

smallint

NULL

retry

Indicates whether the contact has to be retried.

boolean

NULL

active

Contacts becomes inactive for a campaign in the following scenarios:

1 = delete a campaign

2 = delete all the contacts for a campaign

f = Inactive

t = Active

boolean

NOT NULL

dateinactive

The date when record became inactive.

datetime year to second

NULL

numMissedCallback

Number of missed callbacks.

smallint

NULL

recordid

A unique identifier for the record.

int

NOT NULL

Primary Key

dialinglistid

A unique identifier for a contact.

int

NOT NULL

Primary Key

profileid

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

campaignid

Campaign identifier

int

NULL

createdatetime

Default -CURRENT_TIMESTAMP

datetime year to second

NULL

accountnumber

The account number of the contact (from the imported file). This field is sent to the agent desktop.

nvarchar(25,0)

NULL

firstname

The first name of the contact (from the imported file).

nvarchar(50,0)

NULL

lastname

The last name of the contact (from the imported file).

nvarchar(50,0)

NULL

phone01

Primary phone number of the contact (from the imported file).

varchar(28,0)

NULL

phone02

Additional number of the contact (from the imported file). The number is dialed when the agent selects Skip-Next for the preview call.

varchar(28,0)

NULL

phone03

Additional number of the contact (from the imported file). This number is dialed if attempts to dial the first two numbers are unsuccessful.

varchar(28,0)

NULL

gmtzonephone01

The time zone for the first phone number of the contact.

smallint

NULL

dstphone01

0 = Daylight Savings Time (DST) is observed at this phone number.

1 = DST is not observed at this phone number

smallint

NULL

gmtzonephone02

The time zone for the second phone number of the contact.

smallint

NULL

dstphone02

0 = DST is observed at this phone number.

1 = DST is not observed at this phone number.

smallint

NULL

gmtzonephone03

The time zone for the third phone number of the contact.

smallint

NULL

dstphone03

0 = DST is observed at this phone number.

1 = DST is not observed at this phone number.

smallint

NULL

callbacknumber

Phone number to be used for callback (can be supplied by the agent).

varchar(28)

NULL

callbackdatetime

Customer requested callback time.

datetime year to second

NULL

callstatus

The status of the contact record:

1 = Pending. The call is pending.

2 = Active. The record is sent (active) to the Outbound subsystem for dialing.

3 = Closed. The record is closed.

4 = Callback. The record is marked for a callback.

5 = Max Calls. Maximum attempts have been reached for this record (considered closed).

6 = Retry. The call is redialed immediately whenever there is any miss.

7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, the records are moved to this state.

8 = Retries with delay. The call is redialed as it was either busy, no answer, customer abandoned or system abandoned. Retry time is set as per the corresponding configuration in the Unified CCX Application Administration web interface.

smallint

NULL

callresult

The call result from the last call placed for this record.

1 = Voice. Customer answered and was connected to agent.

2 = Fax. Fax machine reached.

3 = Answering machine. Answering machine reached.

4 = Invalid. Number reported as invalid by the network or by the agent.

5 = Do Not Call. Customer does not want to be called again.

6 = Wrong Number. Number successfully contacted but wrong number.

7 = Wrong Person. Number successfully contacted but reached the wrong person.

8 = Callback. Customer requested regular callback.

9 = Skip/Reject. Agent skipped or rejected a preview call.

10 = Skip-Close/Reject-Close. Agent skipped or rejected a preview call with the close option.

11 = Busy. Busy signal detected or marked busy by agent.

12 = Agent did not respond to the preview call within the timeout duration.

13 = Callback Failed - this value is not written to the database; this is for internal use only.

14 = Callback missed and marked for Retry.

15 = Customer's phone timed out either due to Ring No Answer (RNA) or Gateway failure.

16 = Call was abandoned because IVR port was unavailable or Unified CCX failed to transfer the call to the IVR port.

17 = Call failed due any one of the reasons.

18 = Customer abandoned as customer or agent disconnected the call within the time limit as configured in “Abandoned Call Wait Time” in Unified CCX Application Administration web interface.

smallint

NULL

callresult01

The call result from the last time phone01 was called.

Values are the same as for callResult.

smallint

NULL

callresult02

The call result from the last time phone02 was called.

Values are the same as for callResult.

smallint

NULL

callresult03

The call result from the last time phone03 was called.

Values are the same as for callResult.

smallint

NULL

lastnumberdialed

The last number dialed.

1 = phone01

2 = phone02

3 = phone03

smallint

NULL

callsmadetophone01

The number of call attempts made to phone01. If there is an error in an attempt to call this number, the attempt is not counted here.

smallint

NULL

callsmadetophone02

The number of call attempts made to phone02. If there is an error in an attempt to call this number, the attempt is not counted here.

smallint

NULL

callsmadetophone03

The number of call attempts made to phone03. If there is an error in an attempt to call this number, the attempt is not counted here.

smallint

NULL

retry

Indicates whether the contact has to be retried.

boolean

NULL

active

Contacts becomes inactive for a campaign in the following scenarios:

1 = delete a campaign

2 = delete all the contacts for a campaign

3 = when callStatus becomes 3 (closed) or 5 (max calls)

f = Inactive

t = Active

boolean

NULL

dateinactive

The date when record became inactive.

datetime year to second

NULL

numMissedCallback

Number of missed callbacks.

smallint

NULL

sessionid

Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. It is the sessionID of the IVR call; that is, when the supervisor starts monitoring, the monitoring call itself is an IVR call. The supervisor monitors one or more Unified CCX calls.

decimal(18)

NOT NULL

Primary Key

startmonitoringreqtime

The time and date that the remote supervisor attempted to monitor the agent.

datetime year to fraction (3)

NOT NULL

startmonitoringcalltime

The time and date that the supervisor began monitoring the call.

datetime year to fraction (3)

NOT NULL

Primary Key

monitoredrsrcid

Identifier of the resource being monitored.

int

NOT NULL

monitoredsessionseqnum

The session sequence number of the Unified CCX call that is being monitored.

smallint

NOT NULL

profileid

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

gmtoffset

Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero.

int

NOT NULL

nodeid

Unique identifier assigned to each server in the cluster.

smallint

NOT NULL

Primary Key

recordId

Unique identifier for the record.

int

NOT NULL

Primary Key

mediaType

Type of the media such as email and other media types.

varchar(30,0)

NOT NULL

Primary Key

fieldName

Name of the field in the customer data.

varchar(50,0)

NOT NULL

columnId

Field ID in the TextCustomerDetail where this field is stored.

int

NOT NULL

profileName

Name of the profile, as set up in the Unified CCX Administration.

nvarchar(50,0)

NOT NULL

Primary Key

profileID

Identifier of the profile.

int

NOT NULL

nodeId

Unique identifier assigned to each server in the cluster.

int

NOT NULL

Primary Key

purgeHistoryId

Sequence numbers.

int

NOT NULL

Primary Key

purgeType

PurgeType MANUAL or SCHEDULED.

nvarchar(10,0)

NOT NULL

purgeState

PurgeState can be any one of, RUNNING, COMPLETED_SUCCESSFULLY, COMPLETED_WITH_ERRORS, UNKNOWN.

nvarchar(30,0)

NOT NULL

purgeStartedDateTime

Purge start time.

datetime year to fraction(3)

NOT NULL

hrDbSizeBeforePurge

Historical db size before purge which will have the value using store procedure getDbSize with column name as "used”.

int

NULL

configDbSizeBeforePurge

Config db size before purge which will have the value using store procedure getDBspaceUsage('db_cra') with column name as "used".

int

NULL

oldestRecDateTimeBeforePurge

Oldest record date and time before purge.

datetime year to fraction(3)

NULL

purgeCompletedDateTime

Purge completion time.

datetime year to fraction(3)

NULL

hrDbSizeAfterPurge

Historical db size after purge which will have the value using store procedure getDbSize with column name as "used".

int

NULL

configDbSizeAfterPurge

Config db size after purge which will have the value using store procedure getDBspaceUsage('db_cra') with column name as "used".

int

NULL

oldestRecDateTimeAfterPurge

Oldest record date time after purge.

datetime year to fraction(3)

NULL

purgetRunTime

Purge run time in minutes which is the difference between purgeCompletedDataTime and purgeStartedDateTime.

int

NULL

code

Reason code, as configured in Finesse Administration.

Smallint

NOT NULL

Primary Key

label

Reason label, as configured in Finesse Administration.

NVARCHAR(40,0)

NOT NULL

category

Type of reason code, label:

NOT_READY

LOGOUT

NVARCHAR(15,0)

NOT NULL

Primary Key

active

Whether the record is active in the system. A record becomes Inactive if reason code label is deleted from Finesse Administration and this field will be marked "FALSE".

boolean

NULL

dateinactive

Date and time this record was added, modified, or deleted from Cisco Finesse Administration.

Date time year to second

NULL

sessionid

Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. This is the sessionID of the IVR call; that is, the call that the supervisor makes to monitor other Unified CCX calls.

decimal(18)

NOT NULL

Primary Key

startmonitoringreqtime

The time and date that the remote supervisor attempted to monitor the agent.

datetime year to fraction (3)

NOT NULL

Primary Key

remoteloginid

The numeric ID the supervisor enters before starting to monitor a call

varchar(50,0)

NULL

rmonid

Numeric ID of the supervisor who does the monitoring.

int

NOT NULL

endmonitoringtime

The date and time the monitoring ended.

datetime year to fraction (3)

NOT NULL

origmonitoredid

int

NOT NULL

origmonitoredidtype

smallint

NOT NULL

cause

smallint

NULL

sessionSeqNum

The sequence number for the IVR call; that is, the call the supervisor makes to monitor other Unified CCX calls.

smallint

NOT NULL

monitoredSessionID

The sessionID of the monitored Unified CCX call.

decimal(18)

NOT NULL

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

gmtOffset

Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero.

int

NULL

nodeID

Unique identifier assigned to each server in the cluster.

smallint

NOT NULL

Primary Key

resourceGroupID

Numeric identifier of the resource group.

int

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

resourceGroupName

Name of the resource group, as set up in the Unified CCX Administration.

nvarchar(50,0)

NULL

active

Whether the record is active in the Unified CCX system:

f —Inactive

t —Active

A record becomes inactive if the resource group is deleted or updated.

boolean

NOT NULL

dateInactive

If the active field is “f”, date and time that the record became inactive.

datetime year to fraction(3)

NULL

resourceSkillMapID

Identifier of the skill set that is associated with a resource.

int

NOT NULL

Primary Key

skillID

Identifier of the skill that is associated with a resource.

int

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

competenceLevel

Competence level associated with the skill, as set up in the Unified CCX Administration. Values range from 1 (lowest) to 10 (highest).

smallint

NOT NULL

active

Whether the record is active in the Unified CCX system:

f —Inactive

t —Active

A record becomes inactive if the resource group is deleted or updated.

boolean

NOT NULL

rmonID

Numeric identifier of the remote supervisor.

int

NOT NULL

Primary Key

contactServiceQueueID

The numeric identifier of the CSQ, relating to contactServiceQueueID in the ContactServiceQueue table.

int

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

rmonID

Numeric identifier of the remote supervisor.

int

NOT NULL

Primary Key

resourceLoginID

The login ID of the resource that the remote supervisor is allowed to monitor.

nvarchar(50,0)

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

rmonID

Numeric identifier of the remote supervisor.

int

NOT NULL

Primary Key

LoginID

User login name of the remote supervisor.

nvarchar(50,0)

NOT NULL

name

Name of the supervisor.

nvarchar(50,0)

NOT NULL

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

type

The type of supervisor:

0 = regular supervisor

1 = remote monitoring supervisor

int

NOT NULL

active

Determines whether the remote supervisor is active.

f = inactive

t = active

boolean

NOT NULL

dateInactive

Date and time the remote supervisor became inactive.

datetime year to second

NULL

csqname

Name of the contact service queue.

nvarchar(50,0)

NOT NULL

Primary Key

loggedinagents

Number agents who are logged in.

int

NULL

availableagents

Number of available (idle) agents.

int

NULL

unavailableagents

Number of unavailable agents.

int

NULL

totalcalls

Total number of calls.

int

NULL

oldestcontact

Oldest contact in the queue.

int

NULL

callshandled

Number of calls handled.

int

NULL

callsabandoned

Number of calls abandoned.

int

NULL

callsdequeued

Number of calls dequeued.

int

NULL

avgtalkduration

Average talk duration.

int

NULL

avgwaitduration

Average wait duration.

int

NULL

longesttalkduration

Longest talk duration.

int

NULL

longestwaitduration

Longest wait duration.

int

NULL

callswaiting

Number of calls waiting.

int

NULL

enddatetime

The date and time that this table data was last updated.

datetime year to second

NULL

workingagents

Number of agents who are in the working state.

int

NULL

talkingagents

Number of agents who are in the talking state.

int

NULL

reservedagents

Number of agents who are in the reserved state.

int

NULL

startdatetime

The date and time that this table’s statistics get collected.

datetime year to second

NULL

convavgtalkduration

Average talk duration in HH:MM:SS format.

varchar(25,0)

NULL

convavgwaitduration

Average wait duration in HH:MM:SS format.

varchar(25,0)

NULL

convlongesttalkduration

Longest talk duration in HH:MM:SS format.

varchar(25,0)

NULL

convlongestwaitduration

Longest wait duration in HH:MM:SS format.

varchar(25,0)

NULL

convoldestcontact

Oldest call in the queue in HH:MM:SS format.

varchar(25,0)

NULL

type

Contact Service Queue type that identifies the contact type it services. It can be either voice or e-mail.

nvarchar(50,0)

NOT NULL

Primary Key

totalcsqs

Number of CSQs configured.

int

NULL

loggedinagents

Number of agents who are logged in.

int

NULL

workingagents

Number of agents who are in the working state.

int

NULL

reservedagents

Number of agents who are in the reserved state.

int

NULL

talkingagents

Number of agents who are in the talking state.

int

NULL

availableagents

Number of available (idle) agents.

int

NULL

unavailableagents

Number of unavailable agents.

int

NULL

totalcalls

Total number of calls.

int

NULL

callswaiting

Number of calls waiting.

int

NULL

callshandled

Number of calls handled.

int

NULL

callsabandoned

Number of calls abandoned.

int

NULL

avgtalkduration

Average talk duration.

int

NULL

avgwaitduration

Average wait duration.

int

NULL

longesttalkduration

Longest talk duration.

int

NULL

longestwaitduration

Longest wait duration.

int

NULL

oldestcontact

Oldest contact in the queue.

int

NULL

startdatetime

Data collection starting time.

datetime year to second

NULL

enddatetime

Date and time this table was last updated.

datetime year to second

NULL

convavgtalkduration

Average talk duration in HH:MM:SS format.

varchar(25,0)

NULL

convavgwaitduration

Average wait duration in HH:MM:SS format.

varchar(25,0)

NULL

convlongesttalkduration

Longest talk duration in HH:MM:SS format.

varchar(25,0)

NULL

convlongestwaitduration

Longest wait duration in HH:MM:SS format.

varchar(25,0)

NULL

convoldestcontact

Oldest call in the queue in HH:MM:SS format.

varchar(25,0)

NULL

skillID

Numeric identifier of the skill.

int

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

skillName

Name of the skill, as set up in the Unified CCX Administration.

nvarchar(50,0)

NOT NULL

active

Determines whether the record is active in the Unified CCX system:

f —Inactive

t —Active

A record becomes inactive if the skill is deleted or updated.

boolean

NOT NULL

dateInactive

If the active field is “f”, date and time that the record became inactive.

datetime year to fraction(3)

NULL

skillGroupID

Numeric identifier of the skill group.

int

NOT NULL

Primary Key

skillID

Numeric identifier of the skill.

int

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

competenceLevel

Minimum acceptable skill level for agents with this skill, as set up in the Unified CCX Administration. Values range from 1 (lowest) to 10 (highest).

smallint

NOT NULL

active

Determines whether the record is active in the CSQ:

f —Inactive

t —Active

A record becomes inactive if the new skill group is deleted or updated.

boolean

NOT NULL

skillWeight

Skills within a CSQ can be assigned weights. This field is used in the weighted skill calculation of the skill-based resource selection algorithm.

Default value is 1.

int

NOT NULL

skillOrder

Skills within a CSQ can be ordered. This field is used in the order skill calculation of the skill-based resource selection algorithm.

Default value is 1.

int

NOT NULL

recordID

Numeric identifier of this supervisor.

int

NOT NULL

Primary Key

resourceLoginID

User ID in the Unified CM configuration.

nvarchar(50,0)

NOT NULL

managedTeamID

Team identifier of the managed team.

int

NOT NULL

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

supervisorType

Type of supervisor for this team

0 = Primary

1 = Secondary

smallint

NOT NULL

active

Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated.

f = Inactive

t = Active

boolean

NOT NULL

dateInactive

Date this record was deleted.

datetime year to second

NULL

teamID

Numeric identifier for this team.

int

NOT NULL

Primary Key

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

teamName

Name of this team.

nvarchar(50,0)

NOT NULL

active

Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated.

f = Inactive

t = Active

boolean

NOT NULL

dateInactive

Date this record was deleted.

datetime year to fraction(3)

NULL

recordID

Numeric identifier for this record.

int

NOT NULL

Primary Key

csqID

Numeric identifier for the CSQ.

int

NOT NULL

teamID

Numeric identifier for the team.

int

NOT NULL

profileID

Identifier of the Unified CCX profile that is associated with this record.

int

NOT NULL

Primary Key

active

Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated.

f = Inactive

t = Active

boolean

NOT NULL

dateInactive

Date this record was deleted.

datetime year to second

NULL

ContactID

Alphanumeric identifier for the contact.

varchar (64,0)

NOT NULL

Primary Key

ContactSeqNum

Contact sequence number that the system assigned to the contact or the leg. Each leg of a contact is assigned a new contact sequence number.

To be used later.

smallint

NOT NULL

Primary Key

nodeID

Numeric identifier for the node.

smallint

NOT NULL

resourceID

Numeric identifier for the resource.

int

NOT NULL

Primary Key

startDateTime

Date and time that the contact or leg entered the system.

datetime year to fraction (3)

NOT NULL

Primary Key

endDateTime

Date and time that the contact or the leg was transferred or disconnected.

datetime year to fraction (3)

NOT NULL

qIndex

A new qIndex is created whenever a Unified CCX contact is conferenced to a Unified CCX route point.

To be used later.

smallint

NOT NULL

acceptTime

Amount of time, in seconds, that passed from the time a contact or leg was presented to an agent and the agent answered the contact.

smallint

NULL

talkTime

Amount of time, in seconds, that passed from the time an agent answered the contact or the leg to the time the contact or the leg was disconnected or transferred, not including hold time.

smallint

NULL

workTime

Amount of time, in seconds, that an agent spent in Work State after the contact or the leg.

To be used later.

smallint

NULL

WrapupData

The contact information that the agent enters after the contact is handled through the Agent Desktop user interface.

varchar(40,0)

NULL

contactdisposition

Disposition of the contact.

smallint

NOT NULL

Default: 0

agentID

Identifier of the agent whose state has changed.

int

NOT NULL

Primary Key

stateChangeDatetime

Date and time that the chat agent state changed.

datetime year to fraction (3)

NOT NULL

Primary Key

agentStateID

Event that triggered the chat agent state change:

0—Logon

1—Log off

2—Not available

3—Available

4—Busy

5—Unknown

6—Partial busy

7—Reserved

smallint

NOT NULL

Primary Key

reasonCode

Code, as written to the database, for the reason that the chat agent changed to Not Ready state or to Log Out state.

32750—Non chat agent

32755—Contact ended

32757—Media handler failure

32760—Login

32763—Contact not accepted

32764—CCX failure

32765—Connection down

smallint

NOT NULL

Primary Key

routingType

Routing type of the contact or leg:

1—Interactive

2—Non Interactive

smallint

NOT NULL

Primary Key

ContactID

Alphanumeric identifier for the contact.

varchar (64,0)

NOT NULL

Primary Key

resourceID

Numeric identifier for the resource.

int

NOT NULL

Primary Key

reasonID

Numeric identifier for the reason.

int

NOT NULL

wrapupTime

Date and time that the Wrap-Up is applied.

datetime year to fraction (3)

NOT NULL

Primary Key

MediaType

Type of the media such as email and other media types.

1—Chat

3—Email

smallint

NULL

ContactID

Alphanumeric identifier for the contact.

varchar (64,0)

NOT NULL

Primary Key

ContactSeqNum

Contact sequence number that the system assigned to the contact or the leg. Each leg of a call is assigned a new contact sequence number.

To be used later.

smallint

NOT NULL

Primary Key

nodeID

Numeric identifier for the node.

smallint

NOT NULL

csqRecordID

Numeric identifier for the chat and email CSQ.

int

NOT NULL

Primary Key

qIndex

A new qIndex is created whenever a Unified CCX contact is conferenced to a Unified CCX route point.

To be used later.

smallint

NOT NULL

Primary Key

disposition

smallint

NULL

metServiceLevel

To be used later.

boolean

NULL

queueTime

Number of seconds the contact spent in queue for this CSQ and this leg of the contact.

int

NULL

ContactID

Alphanumeric identifier for this record.

nvarchar (64,0)

NOT NULL

Primary Key

FieldID1 to FieldID10

The unique field IDs corresponding to the field names in the non-voice contact or MediaCustomerDataMapping table.

In actual table schema there are 10 individual columns named FieldID1 through FieldID10.

int

NOT NULL

FieldValue1 to FieldValue5

FieldValue9 to FieldValue10

Indicates the field values provided for the corresponding field names in the non-voice contact or MediaCustomerDataMapping table.

In actual table schema there are 10 individual columns named FieldValue1 through FieldValue10.

lvarchar (600)

NOT NULL

lvarchar (5080)

NULL

InsertionDate

Indicates the date and time of insertion.

datetime year to fraction(3)

NOT NULL