Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

Change

See

Date

Modified CrsApplication and ContactCallDetail tables for Experience Mangement post-call survey.

Database Schema >>CrsApplication

Database Schema >> ContactCallDetail

May 2020

Initial Release of Document for Release 12.5(1)

January 2020

Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

Database Schema >> ContactServiceQueue

Schedule Reskill table has been added.

Schedule Reskill

Schedule Reskill Status table has been added.

Schedule Reskill Status

Consult Leg Detail table has been added.

Consult Leg Detail

Assigned Prompts table is included.

Assigned Prompts

Updated the description of qIndex.

ContactQueueDetail

ContactRoutingDetail

AgentConnectionDetail

Updated the description of contactType and dispositionReason.

ContactCallDetail

Added surveyname field.

CrsApplication

Added resourceEmailId field.

Resource

Added loginsessionid, mediasessionid, and csqrecordid fields.

TextAgentConnectionDetail

Added loginsessionid, contactid, csqrecordid, and consultsessionid fields.

AgentConnectionDetail

Added contactid and lastleg fields.

ContactCallDetail

ContactHoldDetail table has been added.

ContactHoldDetail

AuditResidualSkills table has been added.

AuditResidualSkills

About This Guide

The Cisco Unified CCX Database Schema Guide for Cisco Unified Contact Center Express (Unified CCX) describes how data is organized in the Unified CCX Databases. This document provides detailed description of the records and fields in each database table and enables you to create your own reports.

Audience

This manual is intended for system managers, administrators, and developers who want to create custom reports using the generally available third-party programs that create reports from databases.

Organization

The Database Table Detailsdescribes each table in the Cisco Unified CCX database. The descriptions are arranged in the alphabetical order by table name. Each description includes a detailed explanation of each record in the table. The Index helps you find information in this book.

Conventions

This manual uses the following conventions.

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • For emphasis. Example: Do not use the numerical naming convention.

  • An argument for which you must supply values.

    Example:

    IF (condition, true-value, false-value)

  • A book title. Example:

    See the Cisco Unified Contact Center Express Installation Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or information that the system displays. Example:

    <html><title> Cisco Systems,Inc. </title></html>

  • File names. Example: tserver.properties.

  • Directory paths. Example:

    C:\Program Files\Adobe

string

Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks.

[ ]

Optional elements appear in square brackets.

{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.

^

The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D.

Related Documents

Document or Resource

Link

Cisco Unified Contact Center Express Documentation Guide

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_documentation_roadmaps_list.html

Cisco Unified CCX documentation

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Cisco Unified Intelligence Center documentation

https://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html

Cisco Finesse documentation

https://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html

Cisco Customer Collaboration Platform documentation

Note 

From Unified CCX Release 12.5(1), CCP documents are available in the Cisco Unified CCX documentation folder.

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Cisco Unified CCX Virtualization Information

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Cisco Unified CCX Compatibility Information

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html