All Tables

Admin_Script_Schedule_Map

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

Each row describes the schedule associated with an administrative script.

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

Related tables

Table 1. Indexes for Admin_Script_Schedule_Map Table

index_name

index_description

index_keys

XPKAdmin_Script_Schedule_Map

Primary key

MasterScriptID, SequenceNumber

Table 2. Fields in Admin_Script_Schedule_Map Table

Name

Description

Data Type

Keys and NULL Option

DayFlags

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

To see values, see Days.

DBINT

NOT NULL

DayOfMonth

Indicates to which day of month the schedule applies.

To see values, see Days.

DBSMALLINT

NOT NULL

DayPosition

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

To see values, see Days.

DBSMALLINT

NOT NULL

DayType

Indicates to which day the schedule applies.

To see values, see Days.

DBSMALLINT

NOT NULL

Description

Additional information about the schedule.

DESCRIPTION

NULL

EndDay

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

DBSMALLINT

NOT NULL

EndHour

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

DBSMALLINT

NOT NULL

EndMinute

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

DBSMALLINT

NOT NULL

EndMonth

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

DBSMALLINT

NOT NULL

EndSecond

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

DBSMALLINT

NOT NULL

EndYear

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

DBINT

NOT NULL

MasterScriptID

The scheduled administrative script.

DBINT

PK, FK

NOT NULL

MonthOfYear

Indicates to which month the schedule applies:

  • 0 = Applies to every month

  • 1-12 = Specifies the month of year

DBSMALLINT

NOT NULL

Recurrence

The granularity of the script frequency interval:

  • 0 = hours

  • 1 = minutes

  • 2 = seconds

DBSMALLINT

NOT NULL

RecurrenceFreq

Specifies how many recurrence intervals occur between successive operations.

DBINT

NOT NULL

SequenceNumber

Index for schedules associated with a specific master script.

DBINT

PK

NOT NULL

StartDay

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

DBSMALLINT

NOT NULL

StartHour

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

DBSMALLINT

NOT NULL

StartMinute

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

DBSMALLINT

NOT NULL

StartMonth

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

DBSMALLINT

NOT NULL

StartSecond

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

DBSMALLINT

NOT NULL

StartYear

The year in which the schedule goes into effect

DBINT

NOT NULL

Type

The type of schedule.

DBSMALLINT

NOT NULL

Agent

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

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

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

Related Tables

Table 3. Indexes for Agent Table

index_name

index_description

index_keys

XPKAgent

Primary key

SkillTargetID

XAK1Agent_Map

Unique key

PeripheralID, PersonID

XAK2Agent

Unique key

PeripheralID, PeripheralNumber

XIE2Agent

Inversion key

AgentDeskSettingsID

XIE3Agent

Inversion key

ScheduleID

XIE4Agent

Inversion key

EnterpriseName

XIE6Agent

Inversion key

DateTimeStamp

Table 4. Fields in Agent Table

Name

Description

Data Type

Keys and NULL Option

AgentDeskSettingsID

Identifies the agent desk settings associated with the agent.

DBINT

FK, IE-2

NULL

AgentStateTrace

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

  • Y = Yes

  • N = No

DBCHAR

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

ConfigParam

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

varchar(255)

NULL

DateTimeStamp

Records the date and time when the record was added/updated.

DBDATETIME

NULL

DefaultSkillGroup

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

DBINT

NULL

Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR

NOT NULL

DepartmentID

Foreign key from Department. NULL for global department.

DBINT

NULL

Description

Additional information about the agent.

DESCRIPTION

NULL

EnterpriseName

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

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

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

VNAME32

IE-4

NOT NULL

PeripheralID

Foreign key from the Peripheral table.

DBSMALLINT

AK-1, AK-2, FK

NOT NULL

PeripheralName

The name of the agent as known to the peripheral.

VNAME32

NULL

PeripheralNumber

The agent's login ID assigned at the switch.

varchar(32)

AK-2

NOT NULL

PersonID

Foreign key from the Person table.

DBINT

AK-1, FK

NOT NULL

ScheduleID

Identifies an imported schedule associated with the agent.

DBINT

FK, IE-3

NULL

SkillTargetID

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

DBINT

PK, FK

NOT NULL

SupervisorAgent

Indicates whether an agent is a supervisor.

  • Y = Yes, agent is a supervisor

  • N = No, agent is not a supervisor

DBCHAR

NOT NULL

TemporaryAgent

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

  • Y = Yes, created by the CallRouter

  • N = No, not created by the CallRouter

DBCHAR

NOT NULL

UserDeletable

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

DBCHAR

NOT NULL

Agent_Attribute

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


Note

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

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

Related Tables

Table 5. Indexes for Agent_Attribute Table

index_name

index_description

index_keys

XPKAgent_Attribute

Primary key

SkillTargetID, AttributeID

XIE1Agent_Attribute

Inversion key

AttributeID, AttributeValue
Table 6. Fields in Agent_Attribute Table

Name

Description

Data Type

Keys and NULL Option

AttributeID

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

DBINT

PK, IE-1

NOT NULL

AttributeValue

Value of this attribute.

varchar(255)

IE-1

NULL

Description

Description

DESCRIPTION

NULL

SkillTargetID

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

DBINT

PK

NOT NULL

Agent_Desk_Settings

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

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

Related tables

  • Agent (through AgentDeskSettingsID)

  • Peripheral (through AgentDeskSettingsID)

Table 7. Indexes for Agent_Desk_Settings Table

index_name

index_description

index_keys

XPKAgent_Desk_Settings

Primary key

AgentDeskSettingsID

XAK1Agent_Desk_Settings

Unique key

EnterpriseName

Table 8. Fields in Agent_Desk_Settings Table

Name

Description

Data Type

Keys and NULL Option

AgentCanSelectGroup

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

DBCHAR

NOT NULL

AgentDeskSettingsID

A unique identifier for the agent desk settings.

DBINT

PK

NOT NULL

AgentToAgentCallsAllowed

Indicates if calls to other agents are allowed:

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

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

DBCHAR

NOT NULL

AutoAnswerEnabled

Indicates if calls to the agent are automatically answered:

  • Y = Yes, calls automatically answered.

  • N = No, calls are not automatically answered.

DBCHAR

NOT NULL

AutoRecordOnEmergency

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

  • 0 = Do not automatically record

  • 1 = Automatically record

DBINT

NULL

AvailAfterIncoming

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

This field is not configurable.

DBCHAR

NOT NULL

AvailAfterOutgoing

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

This field is not configurable.

DBCHAR

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME

NULL

DefaultDevicePortAddress

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

VNAME32

NULL

DepartmentID

Foreign key from Department. NULL for global department.

DBINT

NULL

Description

Additional information about the desk settings.

DESCRIPTION

NULL

EmergencyCallMethod

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

  • 0 = Consultative call

  • 1 = Blind conference call

DBINT

NULL

EnterpriseName

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

VNAME32

AK-1

NOT NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

VARCHAR(64)

NULL

FutureUseVarchar2

Reserved for future use

VARCHAR(255)

NULL

IdleReasonRequired

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

  • Y = Yes, agent must enter a reason.

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

DBCHAR

NOT NULL

LogoutNonActivityTime

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

DBINT

NULL

LogoutReasonRequired

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

  • Y = Yes, agent must enter a reason.

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

DBCHAR

NOT NULL

MultilineAgentControl

Integer to determine whether the agent will be allowed to log into devices which have a shared ACD line.

If the value is 0, the agent is not allowed to login to the shared ACD line.

If the value is 1, the agent is allowed to login to the shared ACD line.

DBINT

NOT NULL

MultilineAgentStateBehavior

Integer to determine whether to play a ziptone when auto answering an inbound call. In order to set this field, auto answer must be enabled for the desk setting or an APIError will be returned

If the value is 0, zip tone will not be played.

If the value is 1, zip tone will be played.

DBINT

NOT NULL

NonACDCallsAllowed

Reserved for future use.

DBCHAR

NOT NULL

OutboundAccessInternational

Indicates if the agent can initiate international calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessOperatorAssisted

Indicates if the agent can initiate operator assisted calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessPBX

Indicates if the agent can initiate outbound PBX calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessPrivateNet

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

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

OutboundAccessPublicNet

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

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

QualityRecordingRate

Indicates how frequently calls to the agent are recorded.

DBINT

NULL

RecordingMode

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

DBINT

NULL

RemoteAgentType

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

Values are:

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

1 = use call by call mobile agent routing.

2 = use nailed connection for mobile agent routing

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

DBSMALLINT

NOT NULL

RemoteLoginWithoutDesktop

Y or N.

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

DBCHAR

NOT NULL

RingNoAnswerDialedNumberID

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

DBINT

NULL

RingNoAnswerTime

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

Note

 

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

DBINT

NULL

SilentMonitorAudibleIndication

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

  • 1 = An audible click sounds.

  • 0 = An audible click does not sound.

DBINT

NULL

SilentMonitorWarningMessage

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

  • 1 = A warning message box appears.

  • 0 = A warning message box does not appear.

DBINT

NULL

SupervisorAssistCallMethod

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

  • 0 = Consultative call

  • 1 = Blind conference

DBINT

NULL

SupervisorCallsAllowed

Indicates if the agent can initiate supervisor assisted calls:

  • Y = Yes, agent can initiate calls.

  • N = No, agent cannot initiate calls.

DBCHAR

NOT NULL

WorkModeTimer

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

DBINT

NULL

WrapupDataIncomingMode

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

  • 0= Required

  • 1 = Optional

  • 2= Not allowed

  • 3= Required with wrap-up data

DBINT

NOT NULL

WrapupDataOutgoingMode

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

  • 0= Required

  • 1 = Optional

  • 2= Not allowed

DBINT

NOT NULL

Agent_Distribution

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

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

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

Related tables

Table 9. Indexes for Admin_Distribution Table

index_name

index_description

index_keys

XPKAgent_Distribution

Primary key

AgentDistributionID

XAK1Agent_Distribution

Unique key

PeripheralID, DistributorSiteName

Table 10. Fields in Agent_Distribution Table

Name

Description

Data Type

Keys and NULL Option

AgentDistributionID

A unique identifier for the agent distribution.

DBINT

PK

NOT NULL

AgentHistoricalData

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

DBCHAR

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME

NULL

DistributorSiteName

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

VNAME32

AK-1

NOT NULL

Enabled

Indicates whether to send agent data or not:

  • Y = Yes, an agent can send data.

  • N = No, an agent cannot send data.

DBCHAR

NOT NULL

PeripheralID

The peripheral from which agent data is sent.

DBSMALLINT

AK-1, FK

NOT NULL

Agent_Event_Detail

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

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

Related tables

Table 11. Indexes for Agent_Event_Detail Table

index_name

index_description

index_keys

XPKAgent_Event_Detail

Primary key

DateTime, SkillTargetID, MRDomainID, TimeZone

XAK1Agent_Event_Detail

Unique key

RecoveryKey

XIEIAgent_Event_Detail

Inversion key

DbDateTime

Table 12. Fields in Agent_Event_Detail Table

Name

Description

Data Type

Keys and NULL Option

AgentDialedNumber

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The Extension or the instrument number to which the Agent is logged into.

VNAME32

NULL

AgentSessionID

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

A unique identified for the agent login session. The session will be same for Agent login across multiple MRDs

VARCHAR(64)

NULL

AgentState

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Reports the agent state field. The state will be same Agent Real Time fields. See Agent_State_Trace

DBINT

NULL

DateTime

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

DBDATETIME

PK

NOT NULL

DbDateTime

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

DBDATETIME

IE-1

NULL

Direction

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Direction of call on which the agent is currently working:

  • NULL= None

  • 0 = None

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

  • 2 =Out

  • 3 = Other In

  • 4 = Other Out/Direct Preview

  • 5 = Outbound Reserve

  • 6 = Outbound Preview

  • 7 = Outbound Predictive/Progressive

DBINT

NULL

DialedNumber

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The Dialed Number of the incoming call.

VNAME32

NULL

Duration

Duration in seconds associated with the EVENT:

LOGIN: Typically set to zero

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

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

For example:

Time=12:10:00 Agent NotReady state transition

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

Time=12:25:00 Agent NotReady state transition

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

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

DBINT

NULL

Event

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

  • 1= LOGIN

  • 2 = LOGOUT

  • 3 = NOT_READY

DBINT

NULL

EventDateTimeUTC

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The date and time of occurrence of the event, presented in UTC format.

DBDATETIME

NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

VARCHAR(64)

NULL

FutureUseVarchar2

Reserved for future use

VARCHAR(64)

NULL

LoginDateTime

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

DBDATETIME

NOT NULL

MRDomainID

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

DBINT

PK

NOT NULL

PeripheralCallKey

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

An identifier assigned to the call by the peripheral (ACD, IVR). The range and type of value used in this field vary depending on the type of peripheral. For example:

  • ACD 1 views an original call, a transfer, and a consultative call as three separate calls (Call IDs 1001, 1002, 1003 respectively).

  • ACD 2 views all three calls as a continuation of the same call (Call IDs 1001, 1001, 1001 respectively).

  • ACD 3 views the original and transfer as the same call, but the consultative call as a second call (Call IDs 1001,1002, 1001 respectively).

  • ACD 4 views the original call as one call and the original and transfer as another call (Call IDs 1001, 1002, 1002 respectively).

    In addition, the identifier used may not be unique depending on the peripheral's implementation. For example, the Aspect CallCenter and the DEFINITY ECS ACDs reuse identifiers in this field (For non-voice the value would be NULL).

NULL

PrecisionQueueID

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

DBINT

NULL

ReasonCode

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The ReasonCode associated with the event. See Reason Codes.

DBINT

 NULL

RecoveryKey

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

DBFLT8

AK-1

NOT NULL

RouterCallKey

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

A call key counter that is created and set as a value that is the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. Applicable only if the agent is active call.

DBINT

NULL

RouterCallKeyDay

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Indicates the day that the call was received and the Route_Call_Detail record was created. Applicable only if the agent is active call.

DBINT

NULL

RouterCallKeySequenceNumber

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created.

DBINT

NOT NULL

SkillGroupID

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Skill Group ID used for Router Skill Group the call.

DBINT

NULL

SkillTargetID

The SkillTargetID of the agent.

DBINT

PK

NOT NULL

TimeZone

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

DBINT

PK

NOT NULL

TaskIndex

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Indicates index of call or task when handling multiple concurrent tasks like email or chat. This will be unique in a login session.

DBINT

NOT NULL

WrapupData

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Wrapup Data for Call/Task.

VARCHAR(40)

NULL

Agent_Interval

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

Table 13. Indexes for Agent_Interval Table

index_name

index_description

index_keys

XPKAgent_Interval

Primary key

DateTime, SkillTargetID, Timezone, MRDomainID

XAK1Agent_Interval

Unique key

Recovery Key

XIE1Agent_Interval

Inversion key

DbDateTime

Table 14. Fields in Agent_Interval Table

Name

Description

Data Type

Keys and NULL Option

AvailTime

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

DBINT

NULL

AvailableInMRDTime

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

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

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

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

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

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

DBINT

NULL

DateTime

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

DBSMALLDATE

PK

NOT NULL

DbDateTime

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

DBDATETIME

IE-1

NULL

Extension

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

varchar(32)

NULL

LoggedOnTime

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

DBINT

NULL

MRDomainID

Identifies the Media Routing Domain.

DBINT

PK

NOT NULL

NotReadyTime

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

DBINT

NULL

NonACDLineCallsInCount

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

DBINT

NULL

NonACDLineCallsOutCount

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

DBINT

NULL

NonACDLineCallsInTime

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

DBINT

NULL

NonACDLineCallsOutTime

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

DBINT

NULL

PickRequests

The total number of pick requests picked by this agent in the reporting interval.

DBINT

NULL

PullRequests

The total number of pull requests picked by this agent in the reporting interval.

DBINT

NULL

PickErrors

Number of pick requests resulting in an error either due to routing failure or those that abandon/ terminate before being delivered to Agent's inbox.

DBINT

NULL

PullErrors

Number of pull requests resulting in an error either due to routing failure or those that abandon / terminate before being delivered to Agent's inbox.

DBINT

NULL

RecoveryKey

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

DBFLT8

AK-1

NOT NULL

ReportingHalfHour

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

DBINT

NULL

ReportingInterval

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

DBINT

NULL

Reserved1

Reserved for future use.

DBINT

NULL

Reserved2

Reserved for future use.

DBINT

NULL

Reserved3

Reserved for future use.

DBINT

NULL

Reserved4

Reserved for future use.

DBINT

NULL

Reserved5

Reserved for future use.

DBFLT4

NULL

RoutableInMRDTime

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

DBINT

NULL

RouterCallsAbandQ

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

DBINT

NULL

RouterQueueCalls

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

DBINT

NULL

RouterCallsOffered

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

DBINT

NULL

RouterCallsAband

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

DBINT

NULL

RouterCallsDequeued

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

DBINT

NULL

RouterCallsRedirected

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

DBINT

NULL

RouterCallsAnswered

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

DBINT

NULL

RouterCallsHandled

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

DBINT

NULL

RouterError

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

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

DBINT

NULL

SkillTargetID

Identifies the agent.

DBINT

PK

NOT NULL

TimeZone

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

DBINT

PK

NOT NULL

TalkOtherTime

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

DBINT

NULL

Agent_Logout

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

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

Related Tables

Table 15. Indexes for Agent_Logout Table

index_name

index_description

index_keys

XPKAgent_Logout

Primary key

LogoutDateTime, SkillTargetID, TimeZone, MRDomainID

XAK1Agent_Logout

Unique key

RecoveryKey

XIEAgent_Logout

Inversion key

DbDateTime

Table 16. Fields in Agent_Logout Table

Name

Description

Data Type

Keys and NULL Option

DbDateTime

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

DBDATETIME

IE-1

NULL

Extension

Extension the Agent was logged in

varchar (32)

NULL

LoginDuration

Number of seconds the agent was logged in.

DBINT

NULL

LogoutDateTime

Central Controller date and time when the agent logged out.

DBDATETIME

PK

NOT NULL

MRDomainID

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

DBINT

PK

NOT NULL

NetworkTargetID

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

DBINT

NULL

PhoneType

The type of phone being used:

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

1 = remote phone, call by call

2 = remote phone, nailed connection

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

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

DBSMALLINT

NULL

ReasonCode

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

DBINT

NULL

RecoveryKey

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

DBFLT8

AK-1

NOT NULL

RemotePhoneNumber

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

varchar(32)

NULL

SkillTargetID

Identifies the agent.

DBINT

PK

NOT NULL

TimeZone

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

DBINT

PK

NOT NULL

Agent_Real_Time

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

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

Related tables

Table 17. Index - Agent_Real_Time Table

index_name

index_description

index_keys

XPKAgent_Real_Time

Primary key

SkillTargetID, MRDomainID

Table 18. Fields in Agent_Real_Time Table

Name

Description

Data Type

Keys and NULL Option

AgentStatus

Reserved for future use.

DBINT

NULL

AgentState

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

To see Agent State values, see AgentState.

DBINT

NULL

AvailableInMRD

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

  • 0 = Not Available

  • 1 = ICM Available

  • 2 = Application Available

DBINT

NULL

CallInProgress

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

DBINT

NULL

CampaignID

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

Note

 
This field is applicable to Outbound Option only

DBINT

NULL

CustomerAccountNumber

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

Note

 
This field is applicable to Outbound Option only.

varchar(30)

NULL

CustomerPhoneNumber

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

Note

 
This field is applicable to Outbound Option only.

VTELNO20

NULL

DateTime

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

DBDATETIME

NOT NULL

DateTimeLastModeChange

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

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

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

If the mode is not routable, the application instance (for example: Email and Web Manager) will not allow the agent to work on a task unless Unified ICM assigns the task.

For Email and Web Manager, an agent mode never changes. Each agent is always routable.

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

DBDATETIME

NULL

DateTimeLastStateChange

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

DBDATETIME

NULL

DateTimeLogin

Date and time the agent logged on to this MRD.

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

DBDATETIME

NULL

DateTimeTaskLevelChange

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

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

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

DBDATETIME

NULL

Destination

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

  • 0 = None

  • 1 = ACD

  • 2 = Direct

  • 3 = For predictive and progressive mode OB calls

  • 4 = For outbound reservation call

  • 5 = For Preview and Direct Preview mode OB calls

DBINT

NULL

Direction

Direction of call on which the agent is currently working:

  • NULL= None

  • 0 = None

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

  • 2 =Out

  • 3 = Other In

  • 4 = Other Out/Direct Preview

  • 5 = Outbound Reserve

  • 6 = Outbound Preview

  • 7 = Outbound Predictive/Progressive

DBINT

NULL

Extension

Extension on which the agent is currently working.

varchar(32)

NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

MaxTasks

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

DBINT

NULL

MRDomainID

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

DBINT

PK, FK

NOT NULL

NetworkTargetID

Unique identifier for the target.

Note

 
This applies for Unified CCE agents only.

DBINT

FK

NULL

OnHold

OnHold status of the agent:

  • 0 = Call not on hold

  • 1 = Call on hold

DBINT

NULL

PhoneType

The kind of phone being used:

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

  • 1 = remote phone, call by call

  • 2 = remote phone, nailed connection

DBSMALLINT

NOT NULL

PrecisionQueueID

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

DBINT

NULL

QueryRuleID

Note

 
This field is applicable to Outbound Option only.

DBINT

NULL

ReasonCode

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

Note

 

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

DBINT

NULL

RemotePhoneNumber

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

varchar(32)

NULL

RequestedSupervisorAssist

Indicates whether the agent has requested supervisor assistance:

  • 1= Yes, the agent requested assistance.

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

Note

 
This field is applicable to Unified CCE.

DBINT

NULL

Routable

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

  • 1 = the agent is routable.

  • 0 = the agent is not routable.

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

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

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

For Email and Web Manager, an agent mode never changes. Each agent is always routable.

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

DBINT

NULL

RouterCallsQueueNow

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

DBINT

NULL

RouterLongestCallQ

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

DBDATETIME

NULL

ServiceSkillTargetID

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

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

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

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

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

DBINT

NULL

SkillGroupSkillTargetID

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

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

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

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

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

DBINT

NULL

SkillTargetID

Identifies the agent.

DBINT

PK, FK

NOT NULL

Agent_Skill_Group_Interval

This table describes the agent details under the 15-Minute Reporting category.


Note

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

Table 19. Indexes for Agent_Skill_Group_Interval Table

index_name

index_description

index_keys

XPKAgent_Skill_Group_Interval

Primary key

DateTime, SkillTargetID, SkillGroupSkillTargetID, PrecisionQueueID, Timezone

XAK1Agent_Skill_Group_Interval

Unique key

RecoveryKey

XIE1Agent_Skill_Group_Interval

Inversion key

DbDateTime

Table 20. Fields in Agent_Skill_Group_Interval Table

Name

Description

Data Type

Keys and NULL Option

AbandonHoldOutCalls

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

DBINT

NULL

AbandonRingCalls

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

DBINT

NULL

AbandonRingTime

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

DBINT

NULL

AbandonHoldCalls

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

DBINT

NULL

AgentOutCallsTime

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

DBINT

NULL

AgentOutCallsTalkTime

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

Note

 

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

DBINT

NULL

AgentOutCalls

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

DBINT

NULL

AgentOutCallsOnHold

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

DBINT

NULL

AgentOutCallsOnHoldTime

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

DBINT

NULL

AgentTerminatedCalls

Not currently supported.

DBINT

NULL

AnswerWaitTime

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

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

  • DelayTime

  • LocalQTime

  • RingTime

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

  • DelayTime

  • RingTime

  • NetworkSkillGroupQTime

DBINT

NULL

AttributeID1

Attribute 1 associated with the Precision Queue.

DBINT

NULL

AttributeID2

Attribute 2 associated with the Precision Queue.

DBINT

NULL

AttributeID3

Attribute 3 associated with the Precision Queue.

DBINT

NULL

AttributeID4

Attribute 4 associated with the Precision Queue.

DBINT

NULL

AttributeID5

Attribute 5 associated with the Precision Queue.

DBINT

NULL

AttributeID6

Attribute 6 associated with the Precision Queue.

DBINT

NULL

AttributeID7

Attribute 7 associated with the Precision Queue.

DBINT

NULL

AttributeID8

Attribute 8 associated with the Precision Queue.

DBINT

NULL

AttributeID9

Attribute 9 associated with the Precision Queue.

DBINT

NULL

AttributeID10

Attribute 10 associated with the Precision Queue.

DBINT

NULL

AvailTime

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

DBINT

NULL

AutoOutCalls

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

DBINT

NULL

AutoOutCallsTime

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

DBINT

NULL

AutoOutCallsTalkTime

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

DBINT

NULL

AutoOutCallsOnHold

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

DBINT

NULL

AutoOutCallsOnHoldTime

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

DBINT

NULL

BargeInCalls

The number of calls that were barged in by a supervisor or another agent during the reporting interval. The number is calculated for each agent associated with the specific skill group. This field is applicable for Unified CCE only.

DBINT

NULL

BusyOtherTime

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

DBINT

NULL

CallbackMessagesTime

The number of seconds that the agent spent processing callback messages during the reporting interval. This field is applicable only to the Aspect ACD.

DBINT

NULL

CallbackMessages

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

DBINT

NULL

CallsAnswered

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

Note

 

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

DBINT

NULL

CallsHandled

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

A handled call is:

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

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

Note

 

This field is applicable for Unified CCE. The tasks completed by the agent such as CallsHandled, and HandledCallsTime are not applicable for outbound option calls.

DBINT

NULL

ConsultativeCalls

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

DBINT

NULL

ConsultativeCallsTime

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

DBINT

NULL

ConsultOutCalls

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

DBINT

NULL

ConsultOutCallsTime

The time the agent spent on consult outbound calls.

DBINT

NULL

ConferencedInCalls

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

DBINT

NULL

ConferencedInCallsTime

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

DBINT

NULL

ConferencedOutCalls

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

DBINT

NULL

ConferencedOutCallsTime

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

DBINT

NULL

DateTime

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

DBSMALLDATE

PK

NOT NULL

DbDateTime

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

DBDATETIME

IE-1

NULL

EmergencyAssists

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

Note

 

This field is applicable for Unified CCE only.

DBINT

NULL

HandledCallsTalkTime

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

Note

 

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

DBINT

NULL

HandledCallsTime

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

HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime/WorkReadyTime)

The value in this field for the incoming routed calls includes:

  1. Talk time

  2. IncomingCallsOnHoldTime

  3. Work Ready and Work Not Ready time

Note

 

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

Note

 

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

DBINT

NULL

HoldTime

Total number of seconds an agent spent in a hold state. This occurs when the agent placed a call on hold.

Note

 

If the agent has two calls, one on hold and the other call in a talking state, the agent state is considered as talking.

DBINT

NULL

IncomingCallsOnHoldTime

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

DBINT

NULL

IncomingCallsOnHold

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

DBINT

NULL

InternalCallsOnHoldTime

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

DBINT

NULL

InternalCallsOnHold

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

DBINT

NULL

InternalCallsRcvdTime

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

DBINT

NULL

InternalCallsRcvd

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

DBINT

NULL

InternalCallsTime

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

DBINT

NULL

InternalCalls

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

DBINT

NULL

InterruptedTime

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

DBINT

NULL

InterceptCalls

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

DBINT

NULL

LoggedOnTime

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

This value is based on the sum of the following:

  1. HoldTime

  2. TalkInTime

  3. TalkOutTime

  4. TalkOtherTime

  5. AvailTime

  6. NotReadyTime

  7. WorkReadyTime

  8. WorkNotReadyTime

  9. BusyOtherTime

  10. ReservedStateTime

  11. TalkAutoOutTime

  12. TalkPreviewTime

  13. TalkReservedTime

  14. InterruptedTime

Note

 

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

DBINT

NULL

MonitorCalls

The number of calls that the supervisor silently monitored.

Note

 

This field is applicable for Unified CCE only.

DBINT

NULL

NetConsultativeCalls

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

DBINT

NULL

NetConsultativeCallsTime

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

DBINT

NULL

NetConferencedOutCalls

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

DBINT

NULL

NetConfOutCallsTime

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

DBINT

NULL

NetTransferredOutCalls

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

DBINT

NULL

NotReadyTime

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

DBINT

NULL

PrecisionQueueID

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

DBINT

PK

NULL

PreviewCalls

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

DBINT

NULL

PreviewCallsTime

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

DBINT

NULL

PreviewCallsTalkTime

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

DBINT

NULL

PreviewCallsOnHold

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

DBINT

NULL

PreviewCallsOnHoldTime

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

DBINT

NULL

RecoveryKey

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

DBFLT8

AK-1

NOT NULL

ReportingHalfHour

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

DBINT

NULL

ReportingInterval

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

DBINT

NULL

RedirectNoAnsCalls

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

DBINT

NULL

RedirectNoAnsCallsTime

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

DBINT

NULL

ReservedStateTime

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

DBINT

NULL

ReserveCalls

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

DBINT

NULL

ReserveCallsTime

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

DBINT

NULL

ReserveCallsTalkTime

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

DBINT

NULL

ReserveCallsOnHold

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

DBINT

NULL

ReserveCallsOnHoldTime

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

DBINT

NULL

Reserved1

Reserved for future use.

DBINT

NULL

Reserved2

Reserved for future use.

DBINT

NULL

Reserved3

Reserved for future use.

DBINT

NULL

Reserved4

Reserved for future use.

DBINT

NULL

Reserved5

Reserved for future use.

DBFLT4

NULL

ShortCalls

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

DBINT

NULL

SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT

PK

NOT NULL

SkillTargetID

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

DBINT

PK

NOT NULL

SupervAssistCallsTime

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

Note

 

This field is applicable for Unified CCE only.

DBINT

NULL

SupervAssistCalls

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

DBINT

NULL

TalkInTime

Number of seconds an agent associated with this skill group spent talking on inbound ACD calls during the reporting interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT

NULL

TalkOtherTime

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

DBINT

NULL

TalkOutTime

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

DBINT

NULL

TimeZone

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

DBINT

PK

NOT NULL

TransferredInCallsTime

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

Note

 

Calls may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs.

DBINT

NULL

TransferredInCalls

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

Note

 

Calls may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs.

DBINT

NULL

TransferredOutCalls

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

Note

 

Calls may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs.

DBINT

NULL

TalkAutoOutTime

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

DBINT

NULL

TalkPreviewTime

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

DBINT

NULL

TalkReserveTime

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

DBINT

NULL

WorkNotReadyTime

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

Note

 

It calculates for all the calls within that duration and not just the incoming calls.

DBINT

NULL

WorkReadyTime

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

Note

 

It calculates for all the calls within that duration, and not just the incoming calls.

DBINT

NULL

WhisperCalls

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

DBINT

NULL

Agent_Skill_Group_Logout

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

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

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

Related tables

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

Table 21. Indexes for Agent_Skill_Group_Logout Table

index_name

index_description

index_keys

XPKAgent_Skill_Group_Logout

Primary key

LogoutDateTime, SkillTargetID, SkillGroupSkillTargetID, TimeZone

XAK1Agent_Skill_Group_Logout

Unique key

RecoveryKey

XIE1Agent_Skill_Group_Logout

Inversion key

DbDateTime

Table 22. Fields in Agent_Skill_Group_Logout Table

Name

Description

Data Type

Keys and NULL Option

DbDateTime

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

DBDATETIME

IE-1

NULL

LoginDuration

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

DBINT

NULL

LogoutDateTime

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

DBDATETIME

PK

NOT NULL

ReasonCode

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

DBINT

NULL

RecoveryKey

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

DBFLT8

AK-1

NOT NULL

SkillGroupSkillTargetID

Together with SkillTargetID identifies the skill group member.

DBINT

PK, FK

NOT NULL

SkillTargetID

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

DBINT

PK, FK

NOT NULL

TimeZone

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

DBINT

PK

NOT NULL

Agent_Skill_Group_Real_Time

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

Local database only.

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

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

Related tables

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

  • Precision_Queue (through PrecisionQueueID)

Table 23. Index for Agent_Skill_Group_Real_Time Table

index_name

index_description

index_keys

XPKAgent_Skill_Group_Real_Time

Primary key

SkillTargetID, SkillGroupSkillTargetID

Table 24. Fields in Agent_Skill_Group_Real_Time Table

Name

Description

Data Type

Keys and NULL Option

AgentState

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

DBINT

NULL

AttributeID1

AttributeID1 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID2

AttributeID2 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID3

AttributeID3 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID4

AttributeID4 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID5

AttributeID5 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID6

AttributeID6 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID7

AttributeID7 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID8

AttributeID8 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID9

AttributeID9 of the agent associated with the Precision Queue.

DBINT

NULL

AttributeID10

AttributeID10 of the agent associated with the Precision Queue.

DBINT

NULL

CallsInProgress

The number of tasks currently associated with this skill group.

DBINT

NULL

DateTime

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

DBDATETIME

NOT NULL

DateTimeLastStateChange

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

DBDATETIME

NULL

DateTimeLogin

Date and time the agent logged into the skill group.

DBDATETIME

NULL

FutureUseInt1

Reserved for future use.

DBINT

NULL

FutureUseInt2

Reserved for future use.

DBINT

NULL

FutureUseInt3

Reserved for future use.

DBINT

NULL

FutureUseInt4

Reserved for future use.

DBINT

NULL

FutureUseInt5

Reserved for future use.

DBINT

NULL

PrecisionQueueID

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

DBINT

NULL

Priority

The priority of the agent in the skill group.

DBINT

NULL

ReasonCode

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

Note

 

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

DBINT

NULL

SkillGroupSkillTargetID

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

DBINT

PK, FK

NOT NULL

SkillTargetID

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

DBINT

PK, FK

NOT NULL

Agent_State_Trace

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

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

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

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

Related tables

Table 25. Indexes for Agent_State_Trace Table

index_name

index_description

index_keys

XPKAgent_State_Trace

Primary key

DateTime, SkillTargetID, TimeZone, MRDomainID

XAK1Agent_State_Trace

Unique key

RecoveryKey

XIE1Agent_State_Trace

Inversion key

DbDateTime

Table 26. Fields in Agent_State_Trace Table

Name

Description

Data Type

Keys and NULL Option

AgentState

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

DBINT

NULL

DateTime

The date and time at which the state change occurred.

DBDATETIME

PK

NOT NULL

DbDateTime

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

DBDATETIME

IE-1

NULL

Direction

The direction for talking states.

  • NULL= None

  • 0 = None

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

  • 2 = Out

  • 3 = Other In

  • 4 = Other Out

  • 5 = Outbound Reserve

  • 6 = Outbound Preview

  • 7 = Outbound Predictive/Progressive

DBINT

NULL

EventName

A code indicating the event that has occurred.

0 = LOGGED_OFF

1 = LOGGED_ON

2 = NOT_READY

3 = READY

4 = TALKING

5 = WORK_NOT_READY

6 = WORK_READY

7 = BUSY_OTHER

8 = RESERVED

9 = CALL_INITIATED

10 = CALL_HELD

11 = CALL_RETRIEVED

12 = CALL_TRANSFERRED

13 = CALL_CONFERENCED

14 = UNKNOWN

15 = OFFER_TASK

16 = OFFER_APPLICATION_TASK

17 = START_TASK

18 = START_APPLICATION_TASK

19 = PAUSE_TASK

20 = RESUME_TASK

21 = WRAPUP_TASK

22 = END_TASK

23 = INTERRUPT_TASK

24 = INTERRUPT_DONE

25 = INTERRUPT_UNACCEPTED

26 = MAKE_AGENT_READY

27 = MAKE_AGENT_NOT_READY

28 = TASK_INIT_REQ

29 = TASK_INIT_IND

30 = ROUTER_ASSIGNED_TASK

31 = PRE_CALL_TIMEOUT

DBINT

NOT NULL

ICRCallKey

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

DBINT

NULL

MRDomainID

The date and time at which the state change occurred.

DBINT

PK, FK

NOT NULL

PeripheralCallKey

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

DBINT

NULL

ReasonCode

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

DBINT

NULL

RecoveryKey

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

DBFLT8

AK-1

NOT NULL

RouterCallKey

This field is not set for calls.

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

DBINT

NULL

RouterCallKeyDay

This field is not set for calls.

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

DBINT

NULL

RouterCallKeySequenceNumber

This field is not set for calls.

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

DBINT

NULL

SkillGroupSkillTargetID

Identifies the skill group the event is associated with.

Note

 
For EventName 2 (NOT_READY), and 3 (READY), value will be NULL.

DBINT

NULL

SkillTargetID

Identifies the agent.

DBINT

PK, FK

NOT NULL

TimeZone

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

DBINT

PK

NOT NULL

Agent_Service_Enabled

Agent Service Enabled is a configuration table, it stores the mapping of Contact Center AI services enabled for an agent. If there is an entry present for a service in this table, it means that the service is enabled for the agent.

Related Tables

  • Agent(through SkillTargetID)

Table 27. Indexes for the Agent_Service_Enabled Table

constraint_name

constraint_type

columns_name

XPKAgent_Service_Enabled

Primary key

SkillTargetID

ServiceType
Table 28. Fields in the Agent_Service_Enabled Table

Name

Description

Data Type

Keys and NULL Option

SkillTargetID

Identifies the agent.

DBINT

NOT NULL

ServiceType

Type of the services:

  1. AgentAnswers

  2. Transcript

DBINT

NOT NULL

Agent_Targeting_Rule

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

The table decribes the basic rules for routing calls to agents

Related tables

Table 29. Indexes for Agent_Targeting_Rule Table

index_name

index_description

index_keys

XPKAgent_Targeting_Rule

Primary key

AgentTargetingRuleID

XAK1Agent_Targeting_Rule

Unique key

EnterpriseName

Table 30. Fields in Agent_Targeting_Rule Table

Name

Description

Data Type

Keys and NULL Option

AgentTargetingRuleID

The ID for a specific Agent Targeting Rule.

DBINT

PK

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME

NULL

Description

Use to note information about the Agent Targeting Rule.

DESCRIPTION

NOT NULL

EnterpriseName

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

VNAME32

AK-1

NOT NULL

Expression

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

Applicable for type 2 Agent Targeting Rules only.

VARCHAR

NOT NULL

PeripheralID

The peripheral to whose agents the Agent Targeting Rule applies.

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

DBINT

NOT NULL

RuleType

Defines the Agent Targeting Rule type to be used.

Agent Targeting Rule Types

  • Type 1 - Agent ID

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

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

  • Type 2 - Simple Substitution Label

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

  • Type 3 - Translation Route

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

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

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

DBINT

NOT NULL

TranslationRouteID

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

DBINT

NULL for Agent Targeting Rule types 1 and 2.

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

Agent_Targeting_Rule_Member

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

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

Related tables

Table 31. Indexes for Agent_Targeting_Rule_Member

index_name

index_description

index_keys

XPKAgent_Targeting_Rule_Member

Primary key

AgentTargetingRuleID, RoutingClientID

Table 32. Fields in Agent_Targeting_Rule_Member

Name

Description

Data Type

Keys and NULL Option

AgentTargetingRuleID

The ID of a specific Agent Targeting Rule.

DBINT

PK

NOT NULL

RoutingClientID

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

DBSMALLINT

PK

NOT NULL

Agent_Targeting_Rule_Range

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

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


Note

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

Related tables

Table 33. Indexes for Agent_Targeting_Rule_Range

index_name

index_description

index_keys

XPKAgent_Targeting_Rule_Range

Primary key

AgentTargetingRuleRangeID, AgentTargetingRuleID

Table 34. Fields in Agent_Targeting_Rule_Range

Name

Description

Data Type

Keys and NULL Option

AgentTargetingRuleID

The ID for a specific Agent Targeting Rule.

DBINT

PK

NOT NULL

AgentTargetingRuleRangeID

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

DBINT

PK

NOT NULL

HighExtension

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

VARCHAR

NULL

LowExtension

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

VARCHAR

NULL

Agent_Team

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

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

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

Related Tables

Table 35. Indexes for Admin_Script_Schedule_Map Table

index_name

index_description

index_keys

XPKAgent_Team

Primary key

AgentTeamID

XAK1Agent_Team

Unique key

EnterpriseName

XIF112Agent_Team

Inversion key

PriSupervisorSkillTargetID

Table 36. Fields in Admin_Script_Schedule_Map Table

Name

Description

Data Type

Keys and NULL Option

AgentTeamID

A unique identifier for the agent team.

DBINT

PK, FK

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME

NULL

DepartmentID

Foreign key from Department. NULL for global department.

DBINT

NULL

Description

Additional information about the agent team.

DESCRIPTION

NULL

DialedNumberID

The dialed number identifier for the agent team.

DBINT

NULL

EnterpriseName

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

VNAME32

AK-1

NOT NULL

PeripheralID

Identifies the peripheral with which the team is associated.

DBSMALLINT

FK NOT NULL

PriSupervisorSkillTargetID

The agent who is the primary supervisor for the team.

DBINT

IE-1, FK

NULL

Agent_Team_Member

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

This table specifies the mapping of agents to agent teams.

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

Related Tables

Table 37. Indexes for Agent_Team_Member Table

index_name

index_description

index_keys

XPKAgent_Team_Member

Primary key

AgentTeamID, SkillTargetID

XAK1Agent_Team_Member

Unique key

SkillTargetID

XIE1Agent_Team_Member

Inversion key

AgentTeamID

Table 38. Fields in Agent_Team_Member Table

Name

Description

Data Type

Keys and NULL Option

AgentTeamID

Identifies the agent team.

DBINT

PK, FK, IE-1

NOT NULL

SkillTargetID

Identifies the agent.

DBINT

FK, AK-1

NOT NULL

Agent_Team_Supervisor

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

This table specifies the mapping of supervisors and agent teams.

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

Table 39. Indexes for Agent_Team_Supervisor Table

index_name

index_description

index_keys

XPKAgent_Team_Supervisor

Primary key

AgentTeamID, SupervisorSkillTargetID

Table 40. Fields in Agent_Team_Supervisor Table

Name

Description

Data Type

Keys and NULL Option

AgentTeamID

Identifies the agent team.

DBINT

PK

NOT NULL

SupervisorSkillTargetID

Identifies the SkillTargetID of the supervisor.

DBINT

PK

NOT NULL

Announcement

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

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

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

Related Tables

Table 41. Indexes for Announcement Table

index_name

index_description

index_keys

XPKAnnouncement

Primary key

NetworkTargetID

XAK1Announcement

Unique key

EnterpriseName

Table 42. Fields in Announcement Table

Name

Description

Data Type

Keys and NULL Option

AnnouncementType

An integer value indicating the type of the announcement.

DBSMALLINT

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME

NULL

Description

Additional information about the announcement.

DESCRIPTION

NULL

EnterpriseName

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

VNAME32

AK-1

NOT NULL

NetworkTargetID

Foreign key from the Network Target table.

DBINT

PK, FK

NOT NULL

Application_Event

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

Central database only.

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

Table 43. Indexes for Application_Event Table

index_name

index_description

index_keys

XPKApplication_Event

Primary key

RecoveryKey

XIE1Application_Event

Inversion key

CentralControllerFileTime

XIE2Application_Event

Inversion key

MessageId

Table 44. Fields in Application_Event Table

Name

Description

Data Type

Keys and NULL Option

BinData

Optional event binary data.

varbinary(max)

NULL

Category

The type of message.

VNAME32

NULL

CentralControllerFileTime

File Time event was processed at the Central Controller.

DBDATETIME

NOT NULL

CentralControllerTimeZone

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

DBINT

NOT NULL

CentralControllerVirtualTime

Virtual Time event was processed at the Central Controller.

DBINT

NOT NULL

CustomerId

The customer ID.

DBINT

NOT NULL

Dword1

Optional event DWORD.

DBINT

NULL

Dword2

Optional event DWORD.

DBINT

NULL

Dword3

Optional event DWORD.

DBINT

NULL

Dword4

Optional event DWORD.

DBINT

NULL

Dword5

Optional event DWORD.

DBINT

NULL

MessageId

Message ID from message compiler.

DBINT

NOT NULL

MessageString

Contents of message.

DESCRIPTION

NULL

ProcName

Name of the process that originated the event.

VNAME32

NOT NULL

RecoveryDay

Currently not used, set to zero (0).

DBINT

NOT NULL

RecoveryKey

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

DBFLT8

AK-1

NOT NULL

Severity

The level of the message.

varchar(16)

NULL

Side

Side of event originator:

A or B = paired processes

DBCHAR

NOT NULL

SourceFileTime

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

DBDATETIME

NOT NULL

SourceSystemName

Name of the node that generated the event.

VNAME32

NULL

SourceVirtualTime

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

DBINT

NOT NULL

StatusCode

Status code value.

DBINT

NOT NULL

StatusCodeString

String associated with the status code.

DESCRIPTION

NULL

StatusCodeType

Classification of the value in StatusCode field.

DBSMALLINT

NOT NULL

String1

Optional event string.

varchar(240)

NULL

String2

Optional event string.

varchar(240)

NULL

String3

Optional event string.

varchar(240)

NULL

String4

Optional event string.

varchar(240)

NULL

String5

Optional event string.

varchar(240)

NULL

SystemId

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

DBSMALLINT

NOT NULL

SystemType

The type of system that generated the event:

0 = Unknown

1 = CallRouter

2 = Peripheral Gateway

3 = Network Interface Controller

4 = Administration & Data Server

5 = Logger

6 = Listener

7 = CTI Gateway

DBSMALLINT

NOT NULL

VersionNum

EMS version number.

DBSMALLINT

NOT NULL

Application_Gateway

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

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

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

Related Tables

Table 45. Indexes for Application_Gateway Table

index_name

index_description

index_keys

XPKApplication_Gateway

Primary key

ApplicationGatewayID

XAK1Application_Gateway

Unique key

EnterpriseName

XIE1Application_Gateway

Inversion key

ICRInstanceID

Table 46. Fields in Application_Gateway Table

Name

Description

Data Type

Keys and NULL Option

ApplicationGatewayID

A unique identifier for the application gateway.

DBINT

PK, FK

NOT NULL

ApplicationGatewayType

The type of gateway:

0 = custom gateway

1 = remote ICM

2 = contact share node

DBINT

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time at which the record was added / updated.

DBDATETIME

NULL

Description

Additional information about the application gateway.

DESCRIPTION

NULL

Encryption

The encryption method used by the application gateway:

0 = none

1 = private key

2 = TLS

DBINT

NOT NULL

EnterpriseName

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

VNAME32

 AK-1 NOT NULL

FaultTolerance

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

DBINT

NOT NULL

ICRInstanceID

Identifies the instance associated with the application gateway.

DBINT

FK, IE-1

NULL

PreferredSide

Indicates which side of the Gateway the software should use when both are available: A or B. This applies only when ApplicationGatewayType is 0 (custom gateway).

char(1)

NULL

Application_Gateway_Connection

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

Each row describes the connection of one side of the CallRouter (side A or side B) to an Application Gateway host.

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

Related Tables

Table 47. Indexes for Application_Gateway_Connection Table

index_name

index_description

index_keys

XPKApplication_Gateway_Connect

Primary key

ApplicationGatewayID, Side

XIF134Application_Gateway_Conn

Inversion key

ApplicationGatewayID

Table 48. Fields in Application_Gateway_Connection Table

Name

Description

Data Type

Keys and NULL Option

AbandonTimeout

An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default value is 5000.

DBINT

NULL

Address

A string that describes the connection to the host. The format depends on the protocol. For TCP, the format is hostname:port or IPAddress:port.

varchar(255)

NULL

ApplicationGatewayID

Identifies the Application Gateway associated with the connection.

DBINT

PK, FK, IE

NOT NULL

Command

A command the software sends to the application gateway when the row is created or updated by the Update Central Controller operation. You can use this field to send one-time commands to the application gateway host.

DBINT

NULL

CommandParam

A parameter to be sent with the command.

DBINT

NULL

ConnectInfo

A string the software passes to the host during initialization. The software does not use or validate the value.

varchar(255)

NULL

Description

Additional information about the connection.

DESCRIPTION

NULL

ErrorThreshold

Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect.

DBINT

NULL

HeartbeatLimit

Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.)

DBINT

NULL

HeartbeatRetry

Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry.

DBINT

NULL

HeartbeatTimeout

Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300.

DBINT

NULL

HeartbeatInterval

Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value.

DBINT

NULL

InService

Indicates whether the connection is currently available: 'Y' (yes) or 'N' (no).

DBCHAR

NOT NULL

LateTimeout

Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only.

DBINT

NULL

LinkTestThreshold

Currently not used.

DBINT

NULL

OpenTimeout

Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000.

DBINT

NULL

Protocol

The communications protocol used for the connection. 1 = TCP (the only value currently supported).

DBINT

NOT NULL

RequestTimeout

Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300.

DBINT

NULL

SessionRetry

Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default value is 30000.

DBINT

NULL

SessionRetryLimit

The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies.

DBINT

NULL

Side

Indicates which side of the CallRouter uses the connection. Valid values are 'A' and 'B'.

char(1)

PK

NOT NULL

Application_Gateway_Globals

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

The table contains two rows that define default values for the Application_Gateway_Connection tables. One row defines defaults for external applications (custom gateways) and the other defines defaults for remote system software platforms.

Use the Application Gateway list tool to modify the Application_Gateway_Globals records.

Table 49. Indexes for Application_Gateway_Globals Table

index_name

index_description

index_keys

XPKApplication_Gateway_Globals

Primary key

ID

Table 50. Fields in Application_Gateway_Globals Table

Name

Description

Data Type

Keys and NULL Option

AbandonTimeout

An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default is 5000.

DBINT

NOT NULL

ApplicationGatewayType

The type of gateway:

0 = custom gateway

1 = remote ICM

2 = contact share node

Note

 

You can define a separate set of defaults for each type.

DBINT

NOT NULL

DateTimeStamp

Records the date and time when a record was added / updated.

DBDATETIME

 NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

ErrorThreshold

Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect.

DBINT

NOT NULL

HeartbeatLimit

Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.)

DBINT

NOT NULL

HeartbeatRetry

Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry.

DBINT

NOT NULL

HeartbeatTimeout

Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300.

DBINT

NOT NULL

HeartbeatInterval

Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value.

DBINT

NOT NULL

ID

A unique identifier for the row.

DBINT

PK

NOT NULL

LateTimeout

Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only.

DBINT

NOT NULL

LinkTestThreshold

Currently not used.

DBINT

NOT NULL

OpenTimeout

Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000.

DBINT

NOT NULL

RequestTimeout

Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300.

DBINT

NOT NULL

SessionRetry

Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default is 30000.

DBINT

NOT NULL

SessionRetryLimit

The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies.

DBINT

NOT NULL

Application_Gateway_Half_Hour

This table is part of the Script category. For more information, see Script. For database rules, see Script Tables.

It gets populated on central and HDS databases and provides statistics on each Application Gateway.

The software updates these statistics every 30 minutes and generates Application_Gateway_Half_Hour records for each Application Gateway.

Related Tables

Table 51. Indexes for Application_Gateway_Half_Hour Table

index_name

index_description

index_keys

XPKApplication_Gateway_Half_Ho

Primary key

ApplicationGatewayID, DateTime, TimeZone

XAK1Application_Gateway_Half_H

Unique key

RecoveryKey

XIE1Application_Gateway_Half_H

Inversion key

DbDateTime

Table 52. Fields in Application_Gateway_Half_Hour Table

Name

Description

Data Type

Keys and NULL Option

ApplicationGatewayID

Identifies the Application Gateway.

DBINT

PK, FK

NOT NULL

AvgDelayToHalf

The average delay during the half-hour period (AvgDelayToHalf) is derived by dividing the total delay by the total number of requests during every half-hour interval. TotalDelay is calculated by the router internally in milliseconds, for all requests to the Application Gateway. If RequestsToHalf is higher than TotalDelay during half-hour interval, then this value will be zero.

AvgDelayToHalf=TotalDelay/RequestsToHalf

DBINT

NULL

DateTime

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

DBSMALLDATE

PK

NOT NULL

DbDateTime

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

DBDATETIME

IE-1

NULL

ErrorsToHalf

Number of errors that occurred for Application Gateway requests during the half-hour interval. Consult EMS logs for specific error information.

DBINT

NULL

LatesToHalf

Number of responses that exceeded the LateTimeout value for the connection during the half-hour interval.

DBINT

NULL

MaxDelayToHalf

The longest response time, in milliseconds, for any request to the Application Gateway during the half-hour interval.

DBINT

NULL

RecoveryKey

Unique identity that is assigned to each record and used internally by the Unified ICM or Unified CC Enterprise software to track records.

DBFLT8

AK-1

NOT NULL

RejectsToHalf

The number of requests rejected by the Application Gateway during the half-hour interval.

DBINT

NULL

RequestsToHalf

The number of requests that are sent to the Application Gateway during the half-hour interval.

DBINT

NULL

TimeoutsToHalf

The number of requests sent to the Application Gateway that timed out during the half-hour interval.

DBINT

NULL

TimeZone

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

DBINT

PK

NOT NULL

UnavailableToHalf

Number of requests attempted while no Application Gateway was available during the half-hour interval.

DBINT

NULL

Application_Instance

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

The table contains configuration data about external application instances. The data in this table enables the software to identify application instances and grant them access to the Configuration Management Service (CMS). This table is populated initially with default Application Instances as listed in the ApplicationInstanceID field, below.

Related Table

Table 53. Indexes for Application_Instance Table

index_name

index_description

index_keys

XPKApplication_Instance

Primary key

ApplicationInstanceID

XAK1Application_Instance

Unique key

EnterpriseName

Table 54. FIelds for Application_Instance Table

Name

Description

Data Type

Keys and NULL Option

ApplicationInstanceID

Identifies the Application Instance.

Default Application Instance:

  • 4 = UQ.Desktop

DBINT

PK

NOT NULL

ApplicationKey

A key supplied by the application which allows the application instance entry to CMS services.

varchar(32)

NOT NULL

ApplicationType

Provides a key to the characteristics of certain applications.

DBINT

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME

NULL

Description

Additional information about this application instance.

DESCRIPTION

NULL

EnterpriseName

The unique name of the application instance.

VNAME32

AK-1

NOT NULL

PermissionLevel

Determines the permissions given to the application:

0 = Full read and write permission to all configuration tables.

1 = Read-only permission to all configuration tables (the application may not change any data).

2 = Authentication only (only the ConAPI authentication API's will function).

3 = None

DBINT

NOT NULL

Application_Path

This table is part of the Media Routing category. For more information, see Media Routing. For database rules, see Media Routing Tables.

The table defines a path from a registered application instance to a CTI Server. Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the system software.

Related Tables

Table 55. Indexes for Application_Path Table

index_name

index_description

index_keys

XPKApplication_Path

Primary key

ApplicationPathID

XAK1Application_Path

Unique key

EnterpriseName

Table 56. Fields in Application_Path Table
Name Description Data Type Keys and NULL Option

ApplicationInstanceID

Defines the application instance that uses this application path.

DBINT

FK

NOT NULL

ApplicationPathID

A unique identifier for the application path.

DBINT

PK

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME

NULL

Description

Additional information about this application path.

DESCRIPTION

NULL

EnterpriseName

The unique name of the application instance.

VNAME32

AK-1

NOT NULL

LogicalControllerID

Foreign key to the Logical_Interface_Controller table.

DBSMALLINT

FK

NOT NULL

Application_Path_Member

This table is part of the Media Trouting category. For more information, see Media Routing. For database rules, see Media Routing Tables.

The table defines the Media Routing Domains (MRDs) that use a particular application path.

Related Tables

Table 57. Indexes for Application_Path_MemberTable

index_name

index_description

index_keys

XPKApplication_Path_Member

Primary key

PeripheralID, MRDomainID

XIE1Application_Path_Member

Inversion key

ApplicationPathID

Table 58. Fields in Application_Path_MemberTable

Name

Description

Data Type

Keys and NULL Option

ApplicationPathID

The application path identifier for this application path member.

DBINT

FK, IE-1

NOT NULL

MRDomainID

The MRD identifier for this application path member.

DBINT

PK, FK

NOT NULL

PeripheralID

Link to the Peripheral table.

DBSMALLINT

PK, FK

NOT NULL

Application_Path_Real_Time

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

The table provides real-time status and connection data for application paths.

Related Table

Table 59. Indexes for Application_Path_Real_Time Table

index_name

index_description

index_keys

XPKApplication_Path_Real_Time

Primary key

ApplicationPathID

Table 60. Fields in Application_Path_Real_Time Table

Name

Description

Data Type

Keys and NULL Option

ApplicationPathID

The application path identifier for this application path member.

DBINT

PK, FK

NOT NULL

DateTime

The date and time when the data in this table was last updated.

DBDATETIME

NOT NULL

OnLine

Indicates whether or not the application path is currently on-line:

1 = yes, on-line

0 = no, not on-line.

DBCHAR

NULL

OnLineDateTime

The date and time at which the application instance associated with this application path established connection to the CTI Server.

DBDATETIME

NULL

Text1

Application-specific strings.

varchar(40)

NULL

Text2

Application-specific strings.

varchar(40)

NULL

Text3

Application-specific strings.

varchar(40)

NULL

Text4

Application-specific strings.

varchar(40)

NULL

Text5

Application-specific strings.

varchar(40)

NULL

Text6

Application-specific strings.

varchar(40)

NULL

Text7

Application-specific strings.

varchar(40)

NULL

Text8

Application-specific strings.

varchar(40)

NULL

Text9

Application-specific strings.

varchar(40)

NULL

Text10

Application-specific strings.

varchar(40)

NULL

Attribute

This table defines attributes that agents may have and that calls may request.


Note

A skill is a special form attribute used to identify which attributes are used in the most skilled agent and least skilled agent queue ordering.

An attribute which is considered a skill must have the following:

  1. DataType = Proficient

  2. MinimumValue = 1

  3. MaximumValue = 100


Note

You cannot modify the DataType of an existing attribute.

Related Tables

  • Agent_Attribute (through AttributeID)

  • Agent_Skill_Group_Interval (through AttributeID)

  • Agent_Skill_Group_Real_Time (through AttributeID)

  • Call_type_SG_Interval (through AttributeID)

  • Precision_Q_Real_Time (through AttributeID)

  • Precision_Queue_Term (through AttributeID)

  • Router_Queue_Interval (through AttributeID)

Table 61. Indexes for Attribute Table

index_name

index_description

index_keys

XPKAttribute

Primary key

AttributeID

XAK1Attribute

Unique key

EnterpriseName

XIE1Attribute

Inversion key

DateTimeStamp

Table 62. Fields in Attribute Table

Name

Description

Data Type

Keys and NULL Option

AttributeDataType

Data type for this attribute. Valid values are:

  • 0 = Unknown

  • 1 = Integer

  • 2 = String

  • 3 = Boolean

  • 4 = Skill (special form of integer)

DBINT

NOT NULL

AttributeID

ID and primary key.

DBINT

PK1

NOT NULL

AppearsOnDesktop

Y or N. Default is N. If Y, this attribute appears on the agent desktop. This flag is only advisory for the desktop software.

DBCHAR

NOT NULL

ChangeStamp

Change stamp.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME

NULL

DefaultValue

Must be convertable to the datatype specified.

varchar255

NULL

Deleted

Deleted Flag stored as a character. Valid values are:

  • Y = Yes

  • N = No

DBCHAR

NOT NULL

DepartmentID

Foreign key from Department. NULL for global department.

DBINT

NULL

Description

Description of the attribute.

DESCRIPTION

NULL

EnterpriseName

Name of this attribute.

VNMAE32

NOT NULL

MaximumValue

Must be convertable to the datatype specified.

varchar255

NULL

MinimumValue

Must be convertable to the datatype specified.

varchar255

NULL

SettableByAgent

Y or N (Default). If Y, the agent can set this attribute for the desktop. This flag is only advisory for the desktop software.

DBCHAR

NOT NULL

Attribute_Set


Note

This table is defined for future use.

This table defines the attribute set that agents may have and that calls may request.

This table supports individual adds and deletes, as well as delete.

Table 63. Indexes for Attribute_Set Table

index_name

index_description

index_keys

XPKAttribute_Set

Primary key

AttributeSetID

XAK1Attribute_Set

Unique key

EnterpriseName
Table 64. Fields in Attribute_Set Table

Name

Description

Data Type

Keys and NULL Option

AttrbuteSetDataType

Data type for this attribute set. The values are:

The value are:

  • 1 = Integer

  • 2 = String

  • 3 = Boolean

  • 4 = Proficient (special form of integer)

DBINT

NOT NULL

AttributeSetID

Unique ID and the primary key.

DBINT

NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME

NULL

Description

Description of the Attribute Set table.

DESCRIPTION

NULL

EnterpriseName

Name of the Attribute Set.

VNAME32

NOT NULL

Attribute_Set_Member


Note

This table is defined for future use.

This table defines the set of attributes belong to the same attribute set data type.

This table supports individual adds and deletes, as well as delete. The Attribute table is the parent.

Table 65. Indexes for Agent Table

index_name

index_description

index_keys

XPKAttribute_Set_Member

Primary key

AttributeSetID, AttributeID

Table 66. Fields in Attribute_Set_Member Table

Name

Description

Data Type

Keys and NULL Option

AttributeSetID

Foreign Key from Attribute Set table and part of the primary key.

DBINT

NOT NULL

AttributeID

Foreign Key from Attribute Set table and part of the primary key.

DBINT

NOT NULL

AWControl

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

Local database only.

Contains one record of control information about the Administration & Data Server. This information is used internally by the system.


Note

This table has no indexes because it has only one row.
Table 67. Fields in AWControl Table

Name

Description

Data Type

Keys and NULL Option

AWType

The AW type:

  • 0 = Standard

  • 1 = NAM

  • 2 = CICM

  • 3 = Limited Administration & Data Server.

DBINT

NOT NULL

ConfigChangedBySystemName

The name of the workstation that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed.

VNAME32

NULL

ConfigChangedByUserName

The name of the user that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed.

varchar(64)

NULL

ControllerConfigChangeKey

The recovery key value from the Config Message Log table when the configuration or script information in the central database was last updated. This field is maintained by the real-time feed.

DBFLT8

NOT NULL

ControllerConfigChangeTime

The time that the configuration or script information in the central database was last updated. This field is maintained by the real-time feed.

datetime

NULL

HDSPropertyEnabled

Indicates whether the Historical Data Server property is enabled:

  • Y = Yes (enabled)

  • N = No (not enabled)

DBCHAR

NOT NULL

LastRetrievalKey

The recovery key value copied from the Config Message Log table when the local database was last updated from the central database.

DBFLT8

NOT NULL

LastRetrievalTime

The time that the local Administration & Data Server database was last updated from the central database.

DATETIME

NULL

Blended_Agent_Options

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).


Note

If Outbound Option was not selected during setup, this table will contain no data.

This table has no indexes because it has only one row.

Contains all options that are global to a Outbound Option deployment. There is only one row in this table.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify the Outbound Option Options records.

Table 68. Fields in Blended_Agent_Options Table

Name

Description

Data Type

Keys and NULL Option

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

CPAAnalysisPeriod

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Number of milliseconds the dialer will spend analyzing. Advanced configuration item.

DBINT

NULL

CPAJitterBufferDelay

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Used for fine tuning call progress analysis. Advanced configuration item.

DBINT

NULL

CPAMaxTermToneAnalysis

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item.

DBINT

NULL

CPAMaxTimeAnalysis

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Maximum time allowed for analysis in milliseconds. Advanced configuration item.

DBINT

NULL

CPAMinimumValidSpeechTime

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Minimum number of milliseconds of voice required to qualify a call as voice detected. Advanced configuration item.

DBINT

NULL

CPAMinSilencePeriod

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Minimum silence period required to classify as a call voice detected. Advanced configuration item.

DBINT

NULL

DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME

NULL

DialEndHours

The latest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time.

DBINT

NOT NULL

DialEndMinutes

The latest valid minute to call a contact. The minutes value is based on the contact's local time.

DBINT

NOT NULL

DialStartHours

The earliest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time.

DBINT

NOT NULL

DialStartMinutes

The earliest valid minute to call a contact. The minutes value is based on the contact's local time.

DBINT

NOT NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

varchar(64)

NULL

FutureUseVarchar2

Reserved for future use

varchar(64)

NULL

FutureUseVarchar3

Reserved for future use

varchar(64)

NULL

IPDirectDialPreview

A Boolean value that indicates that all preview and personal callback modes should be direct dialed from the agent desktop rather than transferred from the dialer.

A Y indicates enabled, N indicates disabled. The default is N.

DBCHAR

NOT NULL

PcbAllowedSaturday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Allow dialing of personal callbacks on Saturday. The default is N.

DBCHAR

NOT NULL

PcbAllowedSunday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Allow dialing of personal callbacks on Sunday. The default is N.

DBCHAR

NOT NULL

PcbBusyRetry

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Personal callbacks. Minimum time in minutes before retrying a busy.

DBINT

NULL

PcbCheckRecords

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Frequency (in minutes) to check for records in the database.

DBINT

NULL

PcbMaxAttempts

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Maximum attempts to retry.

DBINT

NULL

PcbMode

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Indicates the personal callback mode to use if this personal callback was not associated with a campaign. The three mode choices are useVDN, Reschedule, or Abandon.

DBINT

NULL

PcbNoAnswerRetry

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Minimum time in minutes before retrying a no answer.

DBINT

NULL

PcbNoAnswerRingLimit

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Number of rings to wait before considering this call a no answer call.

DBINT

NULL

PcbPurgeRecords

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Days to wait before purging old records.

DBINT

NULL

PcbPurgeStatus

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Indicates which personal callback records to purge based on the call status. It is a string of dialing list status characters.

varchar(64)

NULL

PcbRecordsToCache

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Number of personal callback records to cache in the dialer.

DBINT

NULL

PcbReserveRetry

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Minimum time before retrying a failed reservation.

DBINT

NULL

RescheduleCallbacks

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Indicates whether callbacks should be rescheduled or not. The default is Y.

DBCHAR

NOT NULL

Bucket_Intervals

This configuration table holds the definition for Bucket Intervals that are used for Call type reporting. The Intervals are in sequentially increasing order, with the unused intervals having a NULL value.

Use the Unified ICM Configuration Manager Bucket Interval List Tool to modify Bucket intervals.

Table 69. Indexes for Bucket_Intervals Table

index_name

index_description

index_keys

XPKBucket_Intervals

Primary key

BucketIntervalID

XAK1Bucket_Intervals

Unique key

EnterpriseName

Table 70. Fields in Bucket_Intervals Table

Name

Description

Data Type

Keys and NULL Option

BucketIntervalID

The primary key for this table.

DBINT

PK

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME

NULL

Deleted

The default is N.

DBCHAR

NOT NULL

DepartmentID

Foreign key from Department. NULL for global department.

DBINT

NULL

EnterpriseName

The enterprise name for this table.

VNAME32

AK-1

NOT NULL

IntervalUpperBound1

Upper bound in seconds of interval 1

DBINT

NULL

IntervalUpperBound2

Upper bound in seconds of interval 2

DBINT

NULL

IntervalUpperBound3

Upper bound in seconds of interval 3

DBINT

NULL

IntervalUpperBound4

Upper bound in seconds of interval 4

DBINT

NULL

IntervalUpperBound5

Upper bound in seconds of interval 5

DBINT

NULL

IntervalUpperBound6

Upper bound in seconds of interval 6

DBINT

NULL

IntervalUpperBound7

Upper bound in seconds of interval 7

DBINT

NULL

IntervalUpperBound8

Upper bound in seconds of interval 8

DBINT

NULL

IntervalUpperBound9

Upper bound in seconds of interval 9

DBINT

NULL

Bulk_Job

This table supports operations from the Packaged CCE Bulk Operations tool.

Table 71. Indexes for Bulk_Job Table

index_name

index_description

index_keys

XPKBulk_Job

Primary key

BulkJobID

Table 72. Fields in Bulk_Job Table

Name

Description

Data Type

Keys and NULL Option

BulkJobID

Auto-assigned Unique ID and Primary Key.

DBINT

PK

NOT NULL

ChangeStamp

Incremented when the record is changed in the database

CHANGESTAMP

NOT NULL

CreateDateTime

The date and time when the job was created

DBDATETIME

NULL

DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME

NULL

DepartmentID

Foreign key from Department. NULL for global department.

DBINT

NULL

Description

Describes this job

DESCRIPTION

NULL

EndDateTime

The date and time when the job was finished

DBDATETIME

NULL

JobHostName

The AW on which the job will run

varchar(64)

NULL

JobState

The state of the job. The options are:

  • 1 = Queued

  • 2 = Processing

  • 3 = Completed successfully

  • 4 = Failed

  • 5 = Cancelled

DBSMALLINT

NULL

JobType

Indicates the type of bulk job. The options are:

  • 1 = Dialed Number

  • 2 = Agent

  • 3 = Call Type

  • 4 = Skill Group

  • 5 = SSO Migration

  • 102 = Inventory

Note

 

The operation types (create, update, delete) are specified in the CSV file with each record.

DBSMALLINT

NOT NULL

StartDateTime

The date and time when the job was started

DBDATETIME

NULL

Business_Entity

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

It lists the business entities within the enterprise.

Related Tables

Table 73. Indexes for Business_Entity Table

index_name

index_description

index_keys

XPKBusiness_Entity

Primary key

EntityID

XAK1Business_Entity

Unique key

EntityName

Table 74. Fields in Business_Entity Table

Name

Description

Data Type

Keys and NULL Option

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME

NULL

Description

Additional information about the business entity.

DESCRIPTION

NULL

EntityID

A unique identifier for the business entity.

DBINT

PK

NOT NULL

EntityName

The name of the business entity.

varchar(30)

AK-1

NOT NULL

Business_Hours

This table is in the Business Hours category. To see database rules for these tables, see Business Hours.

It contains a description of all the business hours that a enterprise may use. There is a single row for every configured business hour.

You can use the Call Tracer utility from within Script Editor to view the Business Hour evaluvation status in the tracer logs.

Related Tables

Table 75. Indexes for Business_Hours Table

index_name

index_description

index_keys

XPKBusiness_Hours

Primary key

BusinessHoursID

XAK1Business_Hours

Unique key

EnterpriseName

XIE1Business_Hours

Inversion key

DepartmentID

XIE2Business_Hours

Inversion key

TimeZoneLocationID
Table 76. Fields in Business_Hours Table

Field

Description

Data Type

Keys and NULL Option

BusinessHoursID

Unique ID of the business schedule object

DBINT

PK

NOT NULL

EnterpriseName

An enterprise name for this business hour. The name must be unique among all the business hours within the business entity.

VNAME32

AK

NOT NULL

DepartmentID

Displays the foreign key from the Department table. NULL for global department.

DBINT

FK, IE

NULL

Description

Additional information about this business hour.

DESCRIPTION

NULL

ManualOverride

If this field is 0, the system uses the business hour configured for that department and time zone. You can override the default business hour with the following:

  • 1=force closes the current business hour.

  • 2=force opens a business hour.

DBTINYINT

NOT NULL

BusinessHourReasonID

Foreign key from the Business Hours Reason table.

DBINT

FK

NULL

BusinessHourType

Defines the type of the business hour.

  • 0 indicates that the business hour is open for 24 hours on all seven days of the week.

  • 1 indicates that the business hour will fall within a custom time period you define. To define the time period, select the Custom option under Business Hours > Regular Hours in the Unified CCE Administration console.

Default value is 0.

DBTINYINT

NOT NULL

TimeZoneLocationID

The timezone that the schedule will be based on. Displays the foreign key from the Time Zone Location table.

DBINT

FK, IE

NOT NULL

DateTimeStamp

Records the date and time when a record is added or updated.

DBDATETIME

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

FutureUseInt1

Future Use

DBINT

NULL

FutureUseInt2

Future Use

DBINT

NULL

FutureUseVarChar1

Future Use

VARCHAR(64)

NULL

FutureUseVarChar2

Future Use

VARCHAR(64)

NULL

Business_Hours_Real_Time

This table provides the current status of the business hour and the reason code as a real time report.

Related Tables

Table 77. Indexes for Business_Hours_Real_Time Table

index_name

index_description

index_keys

XPKBusiness_Hours_Real_Time

Primary key

BusinessHoursID
Table 78. Fields in Business_Hours_Real_Time Table

Field

Description

Data Type

Keys and NULL Option

BusinessHoursID

Foreign key from Business Hours table.

DBINT

PK

NOT NULL

DateTime

Date and time when this data was last updated. It represents the updated time stamp.

DBDATETIME

NOT NULL

ScheduleStatus

Indicates whether the business hour is open or closed.

  • 0 indicates that the business hour is closed.

  • 1 indicates that the business hour is open.

DBINT

NULL

ReasonCode

Reason code of the active schedule.

DBINT

NULL

FutureUseInt1

 Future Use

DBINT

NULL

FutureUseInt2

Future Use

DBINT

NULL

FutureUseInt3

Future Use

DBINT

NULL

FutureUseInt4

Future Use

DBINT

NULL

FutureUseInt5

Future Use

DBINT

NULL

Business_Hours_Reason

This table contains the reason for the business hour's state.

Related Tables

Table 79. Indexes for Business_Hours_Reason Table

index_name

index_description

index_keys

XPKBusiness_Hours_Reason

Primary key

BusinessHourReasonID

XAK1Business_Hours_Reason

Unique key

ReasonCode
Table 80. Fields in Business_Hours_Reason Table

Name

Description

Data Type

Keys and NULL Option

BusinessHourReasonID

Unique ID of the business reason.

DBINT

PK

NOT NULL

ReasonCode

A unique key assigned to each reason.

DBINT

AK

NOT NULL

ReasonText

Description of the business hour reason in text format.

VARCHAR(255)

NULL

DateTimeStamp

Records the date and time when a record is added or updated.

DBDATETIME

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

FutureUseInt1

Future Use

DBINT

NULL

FutureUseInt2

Future Use

DBINT

NULL

FutureUseVarChar1

Future Use

VARCHAR(128)

NULL

FutureUseVarChar1

Future Use

VARCHAR(64)

NULL

Call_Event_Detail (Reserved for future use)

Call_Type

This table is part of the Script category. For database rules, see the "Script Tables" section.

Each row describes a category of calls that the software can handle. The Dialed Number Map table determines which calls are assigned to each category. The Call Type Map table determines which scripts are executed for each call type.

Use the Call Type list tool to add, update, and delete Call_Type records. This tool can be launched through the Configuration Manager.

Related Tables

Call_Type_Map (by CallTypeID)

Call_Type_Real_Time (by CallTypeID)

Customer_Defintion (by CustomerDefinitionID)

Default_Call_Type (by CallTypeID)

Dialed_Number_Map (by CallTypeID)

ICR_Globals (Call_Type.CallTypeID maps to ICR_Globals.DefaultCallType)

Route_Call_Detail (by CallTypeID)

Termination_Call_Detail (by CallTypeID)

Table 81. Indexes for Call_Type Table

index_name

index_description

index_keys

XAK1Call_Type

Nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Call_Type

Nonclustered located on PRIMARY

CustomerDefinitionID

XIE2Call_Type

Nonclustered located on PRIMARY

DateTimeStamp

XPKCall_Type

Clustered, unique, primary key located on PRIMARY

CallTypeID

Table 82. Fields in Call_Type Table
Name Description Data Type Keys and NULL Option
BucketIntervalID

The ID for the entry in the Bucket_Interval Table used for this CallType. The default value is NULL.

NULL means that the bucket interval from ICR_Globals is used for this calltype.

DBINT FK NULL
CallTypeID

A unique identifier for this call type.

DBINT PK NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CustomerDefinitionID

Identifies the customer definition, if any, associated with the call type.

DBINT IE-1 NULL

CCAIConfigParameter

Contact Center AI Configuration ID.

VARCHAR(64)

NULL
DateTimeStamp

Records the date and time when a record is added or updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about the call type.

DESCRIPTION NULL
EnterpriseName

An enterprise name for this call type. This name must be unique among all call types in the enterprise.

VNAME32 AK-1 NOT NULL
ReportingInterval

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

Note

 
This field is the Call Type Reporting Interval. It is not the PG reporting Interval with which the skill group is associated.
DBINT IE3, NULL
ServiceLevelThreshold

The time in seconds to be used as the service level threshold.

DBINT NULL
ServiceLevelType

Default value that indicates how the software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services.

DBSMALLINT NULL
SurveyID (For Future Use)

Survey application associated with the call type.

DBINT

FK,NULL

Call_Type_Interval

This section describes the Call Type Interval table.


Note

  • In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent and supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, needs to also look at the parent Unified ICM reports for network queuing data.

  • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued. The measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that, if self-service is performed on a call before queueing to an agent, the routing script must change the call type of the call when self-service is completed. Otherwise, the time spent in self-service negatively impacts the Service Level.

  • In the Call Type Interval table, the Hold time is calculated based on the call event.

Table 83. Fields in Call_Type_Interval Table
Name Description Data Type Keys and NULL Option
AbandInterval1

The number of calls abandoned within Interval 1. For Call Type Interval, AbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. This includes any requery time.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

DBINT YES
AbandInterval2

Number of calls abandoned within interval 2. See AbandInterval1.

DBINT YES
AbandInterval3

Number of calls abandoned within interval 3. See AbandInterval1.

DBINT YES
AbandInterval4

Number of calls abandoned within interval 4. See AbandInterval1.

DBINT YES
AbandInterval5

Number of calls abandoned within interval 5. See AbandInterval1.

DBINT YES
AbandInterval6

Number of calls abandoned within interval 6. See AbandInterval1.

DBINT YES
AbandInterval7

Number of calls abandoned within interval 7. See AbandInterval1.

DBINT YES
AbandInterval8

Number of calls abandoned within interval 8. See AbandInterval1.

DBINT YES
AbandInterval9

Number of calls abandoned within interval 9. See AbandInterval1.

DBINT YES
AbandInterval10

Number of calls abandoned within interval 10. See AbandInterval1.

DBINT YES
AgentErrorCount

During the reporting interval, calls that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value of DBCDF_ERROR (4). Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCount.

DBINT YES
AnsInterval1

The number of calls answered within Interval 1. For Call Type Interval, AnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This includes any requery time.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

DBINT YES
AnsInterval2

Number of calls answered within interval 2. See AnsInterval1.

DBINT YES
AnsInterval3

Number of calls answered within interval 3. See AnsInterval1.

DBINT YES
AnsInterval4

Number of calls answered within interval 4. See AnsInterval1.

DBINT YES
AnsInterval5

Number of calls answered within interval 5. See AnsInterval1.

DBINT YES
AnsInterval6

Number of calls answered within interval 6. See AnsInterval1.

DBINT YES
AnsInterval7

Number of calls answered within interval 7. See AnsInterval1.

DBINT YES
AnsInterval8

Number of calls answered within interval 8. See AnsInterval1.

DBINT YES
AnsInterval9

Number of calls answered within interval 9. See AnsInterval1.

DBINT YES
AnsInterval10

Number of calls answered within interval 10. See AnsInterval1.

DBINT YES
AnswerWaitTime

The sum of answer wait time in seconds for all calls that were answered for the call type during the reporting interval.

The AnswerWaitTime for a single call against the call type is an approximate sum of the following fields in the Termination_Call_Detail table:

  • DelayTime

  • LocalQTime

  • RingTime

  • NetQTime

This field is applicable to both Unified ICM and Unified CCE with the following exception:

The field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

 DBINT YES
AvgRouterDelayQ

Average delay in queue (in seconds) for calls removed from the Router queue during the half-hour interval. RouterQueueDelayQ / RouterQueueCalls

DBINT YES
BucketIntervalID

The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record.

DBINT YES
CallsAnswered

The total number of calls of this call type answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

DBINT YES
CallDelayAbandTime

The total time spent by calls of this call type that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls.

Note

 
This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTime from CallDelayAbandTime.
DBINT YES
CallsHandled

The total number of calls of this call type handled in the reporting interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

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

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

A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

Note

 

This field is also incremented for a self-serviced call (call answered by the IVR and not by agent).

DBINT YES
CallsOffered

The total number of calls of this call type offered during the reporting interval.

DBINT YES
CallsOnHold

The number of calls placed on hold at least once for the call type during the reporting interval.

DBINT YES
CallsQHandled

Number of calls answered within interval 1. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

DBINT YES
CallsRouted

Number of calls of this type that have been routed during the reporting interval.

DBINT YES
CallsRequeried

During the reporting interval, the number of router requery events for this calltype. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, Calls Requeried is 20.

DBINT YES
CallsRoutedNonAgent

For Unified CCE, the number of calls that implemented a Label node or a Divert Label node in their routing script in the reporting interval.

For Unified ICM, the number of calls that implemented a Label node or a Divert Label node in their routing script; or that were routed to a standard ACD without using a translation route in the reporting interval.

DBINT YES
CallsRONA

Number of calls that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with a call disposition of 5. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT YES
CallTypeID

Identifies the call type.

DBINT PK2, NOT NULL
CTDelayAbandTime

The total time spent by calls of this call type that abandoned calls within the reporting interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. Does not include short calls.

DBINT YES
CTVRUTime

During the reporting interval, the total time that all the calls spent at the VRU in the current call type.

Note

 
In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.

Note

 
In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM database.
DBINT YES
DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBSMALLDATE PK1, NOT NULL
DbDateTime

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

DBDATETIME IE1, YES
DelayQAbandTime

The total time spend by all calls for this call type that abandoned while in the queue, for this reporting interval. This field changed in Release 7.0 from Abandon Time in Queue + Abandon Time At Agent + Abandon Time in VRU to Abandon Time in Queue only.

Note

 
Customers who migrate from Release 6.0 please note that the data stored in DelayQAbandTime is moved to CallDelayAbandTime. Does not include short calls. This time is not reset if the CallType changes.
DBINT YES
DelayAgentAbandTime

For the reporting interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls.

DBINT YES
ErrorCount

During the reporting interval, the number of calls that resulted in an error condition.

A few examples of error condition are:

  • CCE Script operation is unable to find a target for the call due to any scripting or configuration error.

  • The system is unable to route the call to the identified Agent for any error in the network or device.

  • Calls with mis-configured labels that do not use default routing; for example, when a route has not been defined.

  • Translation-routed calls are abandoned while en route to destination target.

Is incremented every time Router encounters a routing error. These calls can be identified by a non-zero RouterErrorCode in Route_Call_Detail records, after discounting any record that may have been identified as an Abandoned call (that is with a RouterErrorCode=448).

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

DBINT YES
HandleTime

The total handle time in seconds for handled calls of this call type ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed.

DBINT YES
HoldTime

The total hold time in seconds for calls of this call type ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed.

DBINT YES
ICRDefaultRouted

Number of calls of this type that were routed to the default label during the reporting interval.

DBINT YES
IncompleteCalls

During the reporting interval, the number of IncompleteCalls; which are calls that were routed to an agent but failed to arrive.

Is incremented on the receipt of a Termination_Call_Detail with the Disposition Flag value of DBCDF_INCOMPLETE (7).

This can occur under several conditions:

  1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it.

  2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the desk phone.

  3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed.

  4. Network issues (congestion, glitches, and so on).

  5. A caller disconnects in route to the agent.

    Note

     
    As IP transfers are so quick, this is an unlikely condition.

This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed.

DBINT YES
MaxHoldTime

The max hold time in seconds for calls of this call type during the reporting interval

DBINT YES
MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

DBINT NULL
MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned, answered, and so on) in this interval.

DBINT NULL
ReservationCalls

The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered.

DBINT NULL
NetworkDefaultRouted

Number of calls of this type that were routed to a Termination node that specifies "use network default" during the reporting interval. This node returns a label to the network that tells it to apply its default treatment to the call.

DBINT YES
NetworkAnnouncement

Number of calls routed with an announcement node during the reporting period. This node returns a label to the network that specifies the announcement to be played.

DBINT YES
OverflowOut

The number of calls overflowed to another call type during the reporting interval. This field increments when a requalify or call type node is run in the script.

DBINT YES

PickRequests

 The total number of pick requests successfully routed by this call type in the reporting interval.

DBINT

NULL

PullRequests

The total number of pull requests successfully routed by this call type in the reporting interval.

DBINT

NULL

PickErrors

Number of pick requests resulting in an error.

DBINT

NULL

PullErrors

Number of pull requests resulting in an error.

DBINT

NULL
RecoveryKey

A unique ID assigned to each record and used internally by the Unified ICM / Unified CCEsoftware to track the record.

DBFLT8

AK1, NOT NULL
ReportingHalfHour

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

DBINT IE2, NULL
ReportingInterval

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

DBINT IE3, NULL
Reserved1

Reserved for future use.

DBINT YES
Reserved2

Reserved for future use.

DBINT YES
Reserved3

Reserved for future use.

DBINT YES
Reserved4

Reserved for future use.

DBINT YES
Reserved5

Reserved for future use.

DBFLT4 YES
ReturnBusy

Number of calls of this type that were routed to the Busy target during the reporting interval.

DBINT YES
ReturnRing

Number of calls of this type that were routed to the Ring target during the reporting interval.

DBINT YES
ReturnRelease

Count of calls that run a Release node in their routing script in the reporting interval.

DBINT YES
RouterQueueWaitTime

Number of seconds calls of this type spent in the Call Router queue during the reporting interval.

This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.

DBINT YES
RouterQueueCalls

The number of tasks of the call type assigned from the queue to be routed in the reporting interval.

DBINT YES
RouterCallsAbandQ

The number of calls to the call type that abandoned in the Router queue during the interval. Does not include short calls. The definition of this field changed in Release 7.0(0) from "Calls Abandon in Queue + Calls Abandoned At Agent + Calls Abandoned in VRU" to "Calls Abandoned in Queue only". For customers who are migrating from Release 6.0 to Release 7.0, the data stored in RouterCallsAbandQ is moved to TotalCallsAband.

Note

 
RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent.
DBINT YES
RouterQueueCallTypeLimit

During the reporting interval, the number of Router queue attempts that failed because the limit for the call type was reached.

DBINT YES
RouterQueueGlobalLimit

During the reporting interval, the number of Router queue attempts that failed because the global system limit was reached.

DBINT YES
RouterCallsAbandToAgent

The number of calls that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent.

DBINT YES
ServiceLevelAband

The total number of calls of this call type are abandoned within the service level threshold during the reporting interval.

This is valid for both Unified CCE and standard ACD targets that use translation routes.

For Call Type Interval, ServiceLevelAband is calculated from the time the call type changes until the time the call is abandoned.

DBINT YES
ServiceLevelCalls

The total number of calls of this call type answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold.

This is valid for both Unified CCE and standard ACD targets that use translation routes.

Note

 
The timer for Service Levels statistics starts when the call arrives at that given CallType. Service Levels statistics reset when CallType changes for a given call.
DBINT YES
ServiceLevelCallsOffered

The number of calls of this call type that had service level events during the reporting interval. Calls are counted for service level purposes when it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes.

For more information about Service Level at Call Type, see Reporting Concepts for Cisco Unified ICM-Contact Center Enterprise guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.

DBINT YES
ServiceLevel

Service level for the call type during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Call Type list tool and the System Information tool.

ServiceLevel is calculated as follows depending on the service level type:

  1. Ignore Abandoned Calls: ServiceLevelCalls/(ServiceLevelCallsOffered - ServiceLevelAband).

  2. Abandoned Calls have Negative Impact: ServiceLevelCalls/ServiceLevelCallsOffered.

  3. Abandoned Calls have Positive Impact: (ServiceLevelCalls + ServiceLevelAband)/ServiceLevelCallsOffered.

    This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

DBFLT4 YES
ServiceLevelType

Service Level Type used to calculate Service level for the reporting interval.

DBINT YES
ServiceLevelError

Calls that ended in Error state within SL threshold within the reporting interval.

DBINT YES
ServiceLevelRONA

Calls that redirected on no answer within SL threshold within the reporting interval.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT YES
ShortCalls

The total number of calls to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option.

DBINT YES
TalkTime

The total talk time in seconds for calls of this call type that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed.

DBINT YES
TimeZone

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

DBINT PK3, NOT NULL
TotalCallsAband

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This field also includes abandoned calls that are not in the queue; for example, when the caller ends the call while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

DBINT YES
VruUnhandledCalls

Count of calls marked as Offered to VRU but not handled in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruHandledCalls

Count of the VRU calls marked as handled at VRU in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruAssistedCalls

Count of the VRU handled calls marked as routed to agents in the reporting interval. This field is incremented only if the calls routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruOptOutUnhandledCalls

Count of the VRU unhandled calls that were marked as routed to agents by caller request in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruScriptedXferredCalls

Count of the VRU calls marked as routed to agents because of usual script procedure in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruForcedXferredCalls

Count of the VRU calls marked as routed to agents because of caller difficulties in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VruOtherCalls

Count of VRU calls marked with any VRUProgress value other than the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value.

DBINT YES
VRUTime

The total time that all calls spent at the VRU in the reporting interval. This is the total VRU time, whether the call was queued or not.

Note

 
In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.

Note

 
In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM database.
DBINT YES

Call_Type_Map

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

It maps call types to scheduled scripts. Use the Script Schedule facility of the Script Editor to add, update, and delete Call_Type_Map records.

Related Tables

Call_Type (via CallTypeID)

Master_Script (via MasterScriptID)

Table 84. Indexes for Call_Type_Map Table

index_name

index_description

index_keys

XIE1Call_Type_Map

nonclustered located on PRIMARY

MasterScriptID

XPK_Call_Type_Map

clustered, unique, primary key located on PRIMARY

CallTypeID, Item

Table 85. Fields in Call_Type_Map Table
Name Description Data Type Keys and NULL Option
CallTypeID

Foreign key from the Call Type table. CallTypeID and Item together form a unique key.

DBINT PK, FK NOT NULL
Description

Additional information about the association of this script to this call type.

DESCRIPTION NULL
Item

The position of this schedule entry within the list of entries for this call type.

DBINT PK NOT NULL
MasterScriptID

Foreign key from the Master Script table.

DBINT FK, IE-1 NOT NULL
ScriptSchedule

A script schedule entry in an internal format used by the Script Editor.

varchar(64) NOT NULL

Call_Type_SG_Interval

This section describes the Call Type Skill Group Interval table.


Note

  • In the Call Type Skill Group Interval table, the Hold time is calculated based on the call event.

  • In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through a Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager needs to look at the Unified CCE child reports and the parent Unified ICM reports for network queuing data.

  • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must change the call type of the call when self-service is completed. Otherwise, the time spent in self-service negatively impacts the Service Level.


Note

When creating the Agent name, you must remove spaces or hyphens from both the first and last name of the person in the child's person record. If the parent is set for auto-configuration on the agent names and a child agent is created with a space or a hyphen in the first or last name, the parent does not create the agent name.

Table 86. Fields in Call_Type_SG_Interval Table
Name Description Data Type Keys and NULL Option
AbandInterval1

The number of calls abandoned within Interval 1. For Call Type SG Interval, AbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. This includes any requery time.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

DBINT

YES

AbandInterval2

Number of calls abandoned within interval 2. See AbandInterval1.

DBINT

YES

AbandInterval3

Number of calls abandoned within interval 3. See AbandInterval1.

DBINT

YES

AbandInterval4

Number of calls abandoned within interval 4. See AbandInterval1.

DBINT

YES

AbandInterval5

Number of calls abandoned within interval 5. See AbandInterval1.

DBINT

YES

AbandInterval6

Number of calls abandoned within interval 6. See AbandInterval1.

DBINT

YES

AbandInterval7

Number of calls abandoned within interval 7. See AbandInterval1.

DBINT

YES

AbandInterval8

Number of calls abandoned within interval 8. See AbandInterval1.

DBINT

YES

AbandInterval9

Number of calls abandoned within interval 9. See AbandInterval1.

DBINT

YES

AbandInterval10

Number of calls abandoned within interval 10. See AbandInterval1.

DBINT

YES

AnsInterval1

The number of calls answered within Interval 1. For Call Type SG Interval, AnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This includes any requery time.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

DBINT

YES

AnsInterval2

Number of calls answered within interval 2. See AnsInterval1.

DBINT

YES

AnsInterval3

Number of calls answered within interval 3. See AnsInterval1.

DBINT

YES

AnsInterval4

Number of calls answered within interval 4. See AnsInterval1.

DBINT

YES

AnsInterval5

Number of calls answered within interval 5. See AnsInterval1.

DBINT

YES

AnsInterval6

Number of calls answered within interval 6. See AnsInterval1.

DBINT

YES

AnsInterval7

Number of calls answered within interval 7. See AnsInterval1.

DBINT

YES

AnsInterval8

Number of calls answered within interval 8. See AnsInterval1.

DBINT

YES

AnsInterval9

Number of calls answered within interval 9. See AnsInterval1.

DBINT

YES

AnsInterval10

Number of calls answered within interval 10. See AnsInterval1.

DBINT

YES

AttributeID1

Attribute 1 associated with the Precision Queue.

DBINT NULL
AttributeID2

Attribute 2 associated with the Precision Queue.

DBINT NULL
AttributeID3

Attribute 3 associated with the Precision Queue.

DBINT NULL
AttributeID4

Attribute 4 associated with the Precision Queue.

DBINT NULL
AttributeID5

Attribute 5 associated with the Precision Queue.

DBINT NULL
AttributeID6

Attribute 6 associated with the Precision Queue.

DBINT NULL
AttributeID7

Attribute 7 associated with the Precision Queue.

DBINT NULL
AttributeID8

Attribute 8 associated with the Precision Queue.

DBINT NULL
AttributeID9

Attribute 9 associated with the Precision Queue.

DBINT NULL
AttributeID10

Attribute 10 associated with the Precision Queue.

DBINT NULL
AnswerWaitTime

The sum of answer wait time in seconds for all calls that were answered for the call type associated with this skill group during the reporting interval.

The AnswerWaitTime for a single call against the call type is an approximate sum of the following fields in the Termination_Call_Detail table:

  • DelayTime

  • LocalQTime

  • RingTime

  • NetQTime

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

Note

 

With the existence of a network VRU, for Unified ICM and Unified CCE systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued.

DBINT YES
AvgRouterDelayQ

Average delay in queue (in seconds) for calls removed from the Router queue during the reporting interval. RouterQueueWaitTime / RouterQueueCalls

DBINT YES
AgentErrorCount

During the reporting interval, calls associated with this skill group that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value 4. Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCoun.

DBINT YES
BucketIntervalID

The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record. The Bucket Intervals ID is taken from the corresponding Call Type configuration.

DBINT

YES

CallTypeID

Identifies the call type.

DBINT PK2, NOT null
CallDelayAbandTime

The total time spent by calls of this call type associated with this skill group that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls.

Note

 
This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTime and DelayAgentAbandTime from CallDelayAbandTime.
DBINT YES
CallsAnswered

The total number of calls of this call type associated with this skill group that was answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

Note

 
With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued.
DBINT YES
CallsHandled

The total number of calls of this call type associated with this skill group that was handled in the reporting interval.

Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

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

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

A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

DBINT YES
CallsReportAgainstOther

Calls that were counted as CallsOfferedRouted but reported against another skill group.

Note

 
The call is counted in the Skill Group where it is reported depending on the call disposition flag. For example, if the call disposition flag is 1, the field CallsHandledNotRouted is incremented in the actual skill group that the call was handled.

In some other scenarios, this field can be incremented where the SkillGroupSkillTargetID is not provided and none of the call dispositions are used to categorize where the call is going.

DBINT YES
CallsQHandled

Number of calls associated with this skill group that was handled in the reporting interval that were queued in the Router at any time during the life of the call. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

DBINT YES
CallsRONA

Number of calls associated with this skill group that was that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with CallDispositionFlag of 5 in TCD. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT YES
CallsRequeried

During the reporting interval, the number of router requery events for this call type associated with this skill group. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, CallsRequeried is 20.

DBINT YES
CallsRoutedNonAgent

Number of Calls associated with this skill group that was routed in the reporting interval without translation route in TDM environment. The TCD that the peripheral creates does not have any call type associated to it.

DBINT YES
CallsHandledNotRouted

Calls associated with this skill group that were handled but is not the skill group that was originally routed. Note: The field CallsReportAgainstOther is incremented in the skill group that the call was routed.

DBINT YES
CallsOfferedRouted

The number of calls associated with this skill group that the Central Controller routed. This field is incremented for calls sent to skill group or service and it is incremented in the following ways:

Skill Group: The Router increments this field when the call is routed or queued to a skill group.

Service: The Router increments this field using the agent real time data when the call is answered, or using TCD when the agent abandons the call.

DBINT YES
CallsOfferedNotRouted

Calls offered to a skill group that the Router did not route. It happens in TDM and PG Gateway deployments where the ACD routes the call to a Skill Group different from the original routed Skill Group.

DBINT YES
CallsOnHold

The number of calls placed on hold at least once for the call type associated with the skill group during the reporting interval.

DBINT YES
DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBSMALLDATE PK1, NOT NULL
DbDateTime

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

DBDATETIME IE1, YES
DelayAgentAbandTime

For the reporting interval, the total time spent by all calls for this call type associated with this skill group that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls.

DBINT YES
DelayQAbandTime

The total time spend by all calls associated with this skill group for this call type that abandoned while in the queue, for this reporting interval.

DBINT YES
ErrorCount

During the reporting interval, the number of calls associated with this skill group that resulted in an error condition.

A few examples of error condition are:

  • CCE Script implementation is unable to find a target for the call due to any scripting or configuration error.

  • The system is unable to route the call to the identified Agent for any error in the network or device.

  • Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

Translation-routed calls are abandoned while en route to destination target. Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

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

DBINT YES
HandleTime

The total handle time in seconds for handled calls of this call type associated with this skill group ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed.

DBINT YES
HoldTime

The total hold time in seconds for calls of this call type associated with this skill group ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed.

DBINT YES
IncompleteCalls

During the reporting interval, the number of IncompleteCalls; which are calls associated with this skill group that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7 in TCD. Network issues (congestion, glitches, and so on).

This can occur under several conditions:

  1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it.

  2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the desk phone.

  3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed.

  4. A caller disconnects in route to the agent.

    Note

     
    As IP transfers are so quick, this is an unlikely condition.

This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed.

DBINT YES
MaxHoldTime

The max hold time in seconds for calls of the call type associated with the skill group during the reporting interval

DBINT YES
MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

DBINT NULL
MaxCallWaitTime

The longest time a call has to wait before it is dispositioned (abandoned, answered, and so on) in this interval.

DBINT NULL
OverflowOut

The number of calls overflowed to another call type during the reporting interval. This field increments when a requalify or call type node is run in the script.

DBINT YES

PickRequests

The total number of pick requests successfully routed with this skill group by this call type in the reporting interval.

DBINT

NULL

PullRequests

The total number of pull requests successfully routed with this skill group by this call type in the reporting interval.

DBINT

NULL

PickErrors

Number of pick requests resulting in an error.

DBINT

NULL

PullErrors

Number of pull requests resulting in an error.

DBINT

NULL
PrecisionQueueID

With CallTypeID, it identifies call type association with Precision Queue. For Skill Group only call types, the value is NULL.

DBINT PK4, NULL
RecoveryKey

Unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record.

DBFLT8

AK1, NOT NULL
ReportingHalfHour

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

Note

 
This field uses the CentralController UTC time and not the local time to calculate the Half Hour index. Therefore, based on the time zone, the Half Hour boundary interval (0 to 47) may vary.
DBINT IE2, NULL
ReportingInterval

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

DBINT IE3, NULL
ReservationCalls

The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered.

DBINT NULL
RouterCallsAbandQ

The number of calls to the call type associated with this skill group that abandoned in the Router queue during the reporting interval. Does not include short calls.

Note

 
RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent.
DBINT YES
RouterCallsAbandToAgent

The number of calls associated with this skill group that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent.

DBINT YES
RouterQueueWaitTime

Number of seconds calls of this calltype associated with this skill group spent in the Call Router queue during the reporting interval.

This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.

DBINT YES
RouterQueueCalls

The number of tasks of the call type associated with this skill group assigned from the queue to be routed in the reporting interval.

DBINT YES
RouterCallsDequeued

It is incremented when the call is removed from the queue.

DBINT YES
Reserved1

Reserved for future use.

DBINT YES
Reserved2

Reserved for future use.

DBINT YES
Reserved3

Reserved for future use.

DBINT YES
Reserved4

Reserved for future use.

DBINT YES
Reserved5

Reserved for future use.

DBFLT4 YES
RouterCallsAbandDequeued

The number of calls associated with the skill group that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented for all the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously queued to the longest at the time of the abandon. Usually, this would be the first group the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order.

The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against.

This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

DBINT YES
SkillGroupSkillTargetID

Together with CallTypeID identifies call type association with skill group in this table.

DBINT PK3, NOT NULL
ShortCalls

The total number of calls associated with this skill group to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option.

DBINT YES
ServiceLevelAband

The total number of calls of this call type associated with this skill group abandoned within the service level threshold during the reporting interval. Valid for both Unified CCE and standard ACDtargets that use translation routes.

For Call Type SG Interval, ServiceLevelAband is calculated from when the call type changes to when the call is abandoned.

DBINT YES
ServiceLevelCalls

The total number of calls of this call type associated with this skill group answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. Valid for both Unified CCE and standard ACDtargets that use translation routes.

For Call Type SG Interval, ServiceLevelCalls is calculated from when the call type changes to when the call is answered.

DBINT YES
ServiceLevelCallsOffered

The number of calls of this call type associated with this skill group that had service level events during the reporting interval. Calls are counted for service level purposes when it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes.

A service level event occurs when one of the following happens to the call:

  1. An agent answers the call before the service level threshold expires. In this case, the ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented.

  2. The call abandons before the service level threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented.

  3. The call is Redirected on No Answer (RONAs) before the service level threshold expires. In this case, ServiceLevelRONA and ServiceLevelCallsOffered database fields are incremented.

  4. The call reaches the service level threshold without being answered by an agent or being abandoned. In this case, the ServiceLevelCallsOffered database field is incremented. Tasks that abandon before the short calls timer (as defined in the Unified ICM configuration) do not count toward the ServiceLevelCallsOffered or ServiceLevelAband call counters.

    Note

     
    In the ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the ErrorCount+AgentErrorCount field to exclude all the erroneous calls and use ServiceLevelError field to exclude erroneous calls before threshold.
DBINT YES
ServiceLevel

The service level for the call type associated with this skill group during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Skill Group explorer and PG explorer.

The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval.

ServiceLevel is calculated as follows depending on the service level type:

  1. IgnoreAbandCall: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued -ServiceLevelAband).

  2. Abandoned Calls has Negative Impact: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued).

  3. Abandoned Calls have Positive Impact: ServiceLevelCalls + ServiceLevelAband/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued).

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

DBFLT4 YES
ServiceLevelError

Calls associated with this skill group that ended in Error state within SL threshold within the reporting interval.

DBINT YES
ServiceLevelRONA

Calls associated with this skill group that redirected on no answer within SL threshold within the reporting interval.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT YES
ServiceLevelType

The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval.

DBINT YES
ServiceLevelCallsDequeue

The number of queued calls associated with this skill group that was de-queued within the skill Service Level threshold in the reporting interval. Calls may be de-queued by Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.

Note

 
This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue.
DBINT YES
TimeZone

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

DBINT PK4, NOT NULL
TalkTime

The total talk time in seconds for calls of this call type associated with this skill group that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed.

DBINT YES

Call_Type_Real_Time

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

Local database only.


Note

  • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.

  • In a Cisco Contact Center Gateway deployment, when the Unified ICM (parent) is connected with a Unified CCE, or a Unified CCE System PG (child), or a Cisco Unified Contact Center Express (child) through the Unified CCE Gateway PG, the network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager would need to look at the parent Unified ICM reports for network queuing data.

Provides real-time statistics for each call type defined in the software. The software generates a Call_Type_Real_Time record for each call type.

Related Tables

Call_Type (via CallTypeID)

Master_Script (via MasterScriptID)

Script (via ScriptID)

Table 87. Indexes for Call_Type_Real_Time Table

index_name

index_description

index_keys

XPKCall_Type_Real_Time

clustered, unique, primary key located on PRIMARY

CallTypeID

Table 88. Fields in Call_Type_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentErrorCountHalf

Within the current half-hour interval, the number of calls that encountered an error when the call is at the agent desktop.

DBINT NULL
AgentErrorCountToday

The number of calls that encounter an error when the call is at the agent desktop since midnight.

DBINT NULL
AnswerWaitTimeHalf

The sum of answer wait time in seconds for all calls of this call type that were answered during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
AnswerWaitTimeTo5

The sum of answer wait time in seconds for all calls answered for this call type during the rolling five-minute interval.

DBINT NULL
AnswerWaitTimeToday

The sum of answer wait time in seconds for all calls of this call type answered since midnight.

DBINT NULL
AvgRouterDelayQHalf

Average number of seconds spent in the CallRouter queue for calls of this type that have been removed from the queue so far during the current half-hour interval.

DBINT NULL
AvgRouterDelayQNow

Average number of seconds spent in the CallRouter queue for calls of this type that are currently in queue.

DBINT NULL
AvgRouterDelayQTo5

Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue during the rolling five- minute interval.

DBINT NULL
AvgRouterDelayQToday

Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue since midnight.

DBINT NULL
CallDelayAbandTimeHalf

The time spent by all calls for this call type that abandoned before being answered during the current half-hour interval.

To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTimeHalf from CallDelayAbandTimeHalf.

DBINT NULL
CallDelayAbandTimeTo5

The time spent by all calls for this call type that abandoned before being answered within the rolling 5 minutes

To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeTo5 and DelayAgentAbandTimeTo5 from CallDelayAbandTimeTo5.

DBINT NULL
CallDelayAbandTimeToday

The time spent by all calls for this call type that abandoned before being answered since midnight.

To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeToday and DelayAgentAbandTimeToday from CallDelayAbandTimeToday.

DBINT NULL
CallsAnsweredHalf

The number of calls answered by an agent in the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsAnsweredTo5

The number of calls answered by an agent during the rolling five-minute interval.

DBINT NULL
CallsAnsweredToday

The number of calls answered by an agent since midnight.

DBINT NULL
CallsAtAgentNow

The number calls that Unified CCE agents are currently working on.

An agent is considered to be working on a call/task until the agent finishes the wrap-up work associated with the call/task, if any.

Note

 
This field is not applicable to ICM.
DBINT NULL
CallsAtVRUNow

The number calls that are currently at the VRU. This includes calls that are in prompting at the VRU (non-queued calls) and those in the queue.

Note

 
In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM.

Note

 
In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1. Calls that the NAM Router itself sends to VRU1 update the call type metrics in the NAM. Service data for VRU2 is stored in the CICM data base.
DBINT NULL
CallsHandledHalf

The total number of calls of this call type handled in the current half-hour interval.

Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled.

A handled call is:

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

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
CallsHandledTo5

The total number of calls of this call type handled during the rolling five-minute interval.

DBINT NULL
CallsHandledToday

The total number of calls of this call type handled since midnight.

DBINT NULL
CallsLeftQTo5

The total number of calls of this call type that left the CallRouter queue during the rolling five-minute interval.

DBINT NULL
CallsOfferedHalf

The total number of calls of this call type offered during the current half-hour interval.

DBINT NULL
CallsOfferedTo5

The number of calls of this call type offered during the rolling five-minute interval.

DBINT NULL
CallsOfferedToday

The total number of calls of this call type offered to this call type since midnight.

DBINT NULL
CallsRONAHalf

The number of calls that have been Redirected On No Answer in the current half-hour interval. This does not include calls rerouted using the router requery feature.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
CallsRONATo5

The number of calls that have been Redirected On No Answer in this in the rolling five-minute interval. This does not include calls rerouted using the router requery feature.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
CallsRONAToday

The number of calls that have been Redirected On No Answer since midnight. This does not include calls rerouted using the router requery feature.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
CallsRoutedNonAgentHalf

For Cisco Unified Contact Center Express , the number of calls that run a Label node or a Divert Label node in their routing script in the current half-hour interval.

For Unified ICM, the number of calls that run a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in the half-hour interval.

DBINT NULL
CallsRoutedNonAgentTo5

For Cisco Unified Contact Center Express , the number of calls that run a Label node or a Divert Label node in their routing script in the rolling five-minute interval.

For Unified ICM, the number of calls that run a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in this five-minute interval.

DBINT NULL
CallsRoutedNonAgentToday

For Cisco Unified Contact Center Express , the number of calls that run a Label node or a Divert Label node in their routing script since midnight.

For Unified ICM, the number of calls that run a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route since midnight.

DBINT NULL
CallsRoutedToday

Number of calls of this type that have been routed since midnight.

DBINT NULL
CallsRoutedToHalf

Number of calls of this type that have been routed during the current half-hour interval.

DBINT NULL
CallTypeID

Identifies the call type.

DBINT PK, FK NOT NULL
CTDelayAbandTimeHalf

The total time spent by calls of this call type that abandoned calls within the current half-hour interval.

This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects.

This time is reset if the CallType changes.

DBINT NULL
CTDelayAbandTimeTo5

The total time spent by calls of this call type that abandoned calls within the rolling five-minute interval.

This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects.

This time is reset if the CallType changes.

DBINT NULL
CTDelayAbandTimeToday

The total time spent by calls of this call type that abandoned calls since midnight.

This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects.

This time is reset if the CallType changes.

DBINT NULL
DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBDATETIME NOT NULL
DelayAgentAbandTimeHalf

For the current half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered.

This time is not reset if the CallType changes.

DBINT NULL
DelayAgentAbandTimeTo5

For the rolling five-minute interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered.

This time is not reset if the CallType changes.

DBINT NULL
DelayAgentAbandTimeToday

For the half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered.

This time is not reset if the CallType changes.

DBINT NULL
DelayQAbandTimeHalf

The total time spend by all calls for this call type that abandoned while in the queue, during the current half-hour interval.

This time is not reset if the CallType changes.

DBINT NULL
DelayQAbandTimeTo5

The total time spend by all calls for this call type that abandoned while in the queue, for this rolling five-minute interval.

This time is not reset if the CallType changes.

DBINT NULL
DelayQAbandTimeToday

The total time spend by all calls for this call type that abandoned while in the queue, since midnight.

This time is not reset if the CallType changes.

DBINT NULL
ErrorCountToday

Number of calls since midnight that resulted an error condition , such as when a routing scriptfailed to find a target and there are no default routes defined. This field increments when:

  • Translation-routed calls are abandoned while on route to destination target.

  • Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf field also increments.)

  • Calls with misconfigured labels do not use default routing (for instance, when a default route has not been defined).

DBINT NULL
ErrorCountToHalf

In the current half-hour interval, the number of calls that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined. This field increments when:

  • Translation-routed calls are abandoned while on route to destination target.

  • Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf field also increments.)

  • Calls with misconfigured labels do not use default routing (for instance, when a default route has not been defined).

DBINT NULL
HandleTimeHalf

The total handle time in seconds for all calls of this call type ending during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
HandleTimeTo5

The total handle time in seconds for all calls of this call type ending during the rolling five-minute interval.

DBINT NULL
HandleTimeToday

The total handle time in seconds for all calls of this call type ending since midnight.

DBINT NULL
HoldTimeHalf

The total hold time in seconds for calls of this call type ending during the current half-hour interval.

This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
HoldTimeTo5

The total hold time in seconds for calls of this call type ending during the rolling five-minute interval.

DBINT NULL
HoldTimeToday

The total hold time in seconds for calls of this call type ending since midnight.

DBINT NULL
ICRDefaultRoutedToday

Number of calls that were routed to the default label since midnight.

DBINT NULL
ICRDefaultRoutedToHalf

Number of calls that were routed to the default label during the current half-hour interval.

DBINT NULL
MasterScriptID

The master script currently scheduled for the call type.

DBINT NULL
NetworkAnnouncementToday

The number of calls routed with an announcement node since midnight. This node returns a label to the network that specifies the announcement to be played.

DBINT NULL
NetworkAnnouncementToHalf

The number of calls routed with an announcement node during the current half-hour period. This node returns a label to the network that specifies the announcement to be played.

DBINT NULL
NetworkDefaultRoutedToday

Number of calls that were routed to a Termination node that specifies "Use network default" since midnight. This node returns a label to the network telling it to apply its default treatment to the call.

DBINT NULL
NetworkDefaultRoutedToHalf

Number of calls of this type for which the IXC used default routing during the current half-hour interval.

DBINT NULL
OverflowOutHalf

The number of calls that overflowed to another call type during the current half-hour interval. This field increments when a requalify or call type node is run in the script.

DBINT NULL
OverflowOutTo5

The number of calls that overflowed to another call type during the rolling five-minute interval. This field increments when a requalify or call type node is run in the script.

DBINT NULL
OverflowOutToday

The number of calls that overflowed to another call type since midnight.This field increments when a requalify or call type node is run in the script.

DBINT NULL
ReturnBusyToday

Number of calls of this type that were routed to the Busy target since midnight.

DBINT NULL
ReturnBusyToHalf

Number of calls of this type that were routed to the Busy target during the current half-hour interval.

DBINT NULL
ReturnReleaseHalf

Count of calls that run a Release node in their routing script in the current half-hour interval.

DBINT NULL
ReturnReleaseToday

Count of calls that run a Release node in their routing script since midnight.

DBINT NULL
ReturnRingToday

Number of calls of this type that were routed to the Ring target since midnight.

DBINT NULL
ReturnRingToHalf

Number of calls of this type that the software routed to the Ring target during the current half-hour interval.

DBINT NULL
RouterCallsAbandQHalf

Number of calls of this type abandoned in the Router queue during the current half-hour interval.

This field is applicable to bothUnified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
RouterCallsAbandQTo5

Number of calls of this type abandoned in the Router queue during the rolling five-minute interval.

DBINT NULL
RouterCallsAbandQToday

Number of calls of this type abandoned in the Router queue since midnight.

DBINT NULL
RouterCallsAbandToAgentHalf

The number of calls that abandoned at the agent desktop before being answered in the current half-hour interval.

DBINT NULL
RouterCallsAbandToAgentTo5

The number of calls that abandoned at the agent desktop before being answered within the rolling five-minute interval.

DBINT NULL
RouterCallsAbandToAgentToday

The number of calls that abandoned at the agent desktop before being answered since midnight.

DBINT NULL
RouterCallsQNow

Number of calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD.

DBINT NULL
RouterCallsQNowTime

Total number of seconds spent in queue for all calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD.

DBINT NULL
RouterLongestCallQ

The time that the longest currently queued call for this call type entered the CallRouter queue.

This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBDATETIME NULL
RouterQueueCallsHalf

Number of calls of this type that left the CallRouter queue to be routed during the current half- hour interval.

DBINT NULL
RouterQueueCallsTo5

Number of calls of this type that left the CallRouter queue to be routed during the rolling five-minute interval.

DBINT NULL
RouterQueueCallsToday

Number of calls of this type that left the CallRouter queue to be routed since midnight.

DBINT NULL
RouterQueueWaitTimeHalf

Number of seconds calls of this type spent in the CallRouter queue during the current half-hour interval.

Note

 
This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.
DBINT NULL
RouterQueueWaitTimeTo5

Number of seconds calls of this type spent in the CallRouter queue during the rolling five-minute interval.

Note

 
This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.
DBINT NULL
RouterQueueWaitTimeToday

Number of seconds calls of this type spent in the CallRouter queue since midnight.

Note

 
This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted.
DBINT NULL
ScriptID

The script currently scheduled for the call type.

DBINT NULL
ShortCallsToHalf

The total number of calls to the route that were tooshort to be considered abandoned during the ShortCallsHalfhalf-hour interval. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not consideredabandoned, nor are they accounted for in any ofthe Unified ICM abandoned calls calculations.

This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option.

DBINT NULL
ShortCallsToday

The total number of calls to the route that were too short to be considered abandoned after mid-night. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations.

This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option.

DBINT NULL
ServiceLevelAbandHalf

The total number of calls of this call type abandoned within the service level threshold during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
ServiceLevelAbandTo5

The number of calls of this call type abandoned within the service level during the rolling five-minute interval.

DBINT NULL
ServiceLevelAbandToday

The number of calls of this call type abandoned within the service level since midnight.

DBINT NULL
ServiceLevelCallsHalf

The total number of calls of this call type answered within the service level threshold during the half-hour interval.

This field is incremented when the PG sends the answered event to the router within the service level threshold.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
ServiceLevelCallsOfferedHalf

The number of calls of this call type that had a service level event during the current half-hour interval.

Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
ServiceLevelCallsOfferedTo5

The number of calls of this call type that had service level events during the rolling five-minute interval.

Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

DBINT NULL
ServiceLevelCallsOfferedToday

The number of calls of this call type that had service level events since midnight.

Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first.

DBINT NULL
ServiceLevelCallsQHeld

The number of calls of this call type that had been in queue longer than the service level threshold since midnight.

DBINT NULL
ServiceLevelCallsTo5

The total number of calls of the call type handled within the service level during the rolling five-minute interval.

DBINT NULL
ServiceLevelCallsToday

The total number of calls of the call type handled within the service level since midnight.

DBINT NULL
ServiceLevelErrorHalf

Calls that ended in Error state within SL threshold within the current half-hour interval.

DBINT NULL
ServiceLevelErrorToday

Calls that ended in Error state within SL threshold since midnight.

DBINT NULL
ServiceLevelHalf

The service level for this call type during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBFLT4 NULL
ServiceLevelTo5

The service level for this call type during the rolling five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsOfferedTo5.

DBFLT4 NULL
ServiceLevelToday

The service level for this call type since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday.

DBFLT4 NULL
ServiceLevelRONAHalf

Calls that redirected on no answer within SL threshold within the current half-hour interval.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
ServiceLevelRONATo5

Calls that redirected on no answer within SL threshold within the rolling five-minute interval.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
ServiceLevelRONAToday

Calls that redirected on no answer within SL threshold sicne midnight.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
TalkTimeHalf

The total talk time in seconds for calls of this call type ending during the current half-hour interval.

This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.

DBINT NULL
TalkTimeTo5

The total talk time in seconds for calls of this call type ending during the rolling five-minute interval.

DBINT NULL
TalkTimeToday

A total of talk time in seconds for calls of this call type ending since midnight.

DBINT NULL
TotalCallsAbandHalf

The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the current half-hour interval.

DBINT NULL
TotalCallsAbandTo5

The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the rolling five-minute interval.

DBINT NULL
TotalCallsAbandToday

The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop since midnight.

DBINT NULL

Campaign

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It contains a description of all the configured campaigns that an Outbound Option implementation may use. There is a single row for every configured Outbound campaign.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign table records.


Note
If Outbound Option was not selected during setup, this table contains no data.

Related Tables

Campaign_Skill_Group (via CampaignID)

Campaign_Target_Sequence (via CampaignID)

Campaign_Query_Rule (via CampaignID)

Campaign_Half_Hour (via CampaignID)

Campaign_Query_Rule_Half_Hour

Campaign_Query_Rule_Real_Time (via CampaignID)

Dialer_Detail (via CampaignID)

Dialer_Port_Real_Time (via CampaignID)

Dialer_Skill_Group_Real_Time (via CampaignID)

Table 89. Indexes for Campaign Table

index_name

index_description

index_keys

XAK1Campaign

nonclustered, unique, unique key located on PRIMARY

CampaignName

XPKCampaign

clustered, unique primary key located on PRIMARY

CampaignID

Table 90. Fields in Campaign Table
Name Description Data Type Keys and NULL Option
AMDTreatmentMode

Indicates which of the following AMD modes are enabled for agent campaigns:

  1. Abandon Call.

  2. Transfer to Agent.

  3. Transfer to IVR Route Point.

  4. IVR Mode Abandon call.

  5. IVR Mode Transfer to IVR Route Point.

 DBINT NOT NULL

APIGenerated

Identifies whether this campaign was created using the Outbound API:

  • Y = campaign created using the API.

  • N = campaign created using the Outbound Option Campaign tool in the ICM Configuration Manager.

DBCHAR

NOT NULL

AbandonCustomerCallback

The number of minutes to wait before calling back a customer who abandoned the call.

DBINT NULL
AbandonEnabled

Indicates whether the predictive algorithm must use AbandonPercent:

  • Y = Use abandon percent algorithm.

  • N = Do not take abandoned calls into consideration while calculating the predictive algorithm.

DBCHAR NOT NULL
AbandonPercent

Used in the predictive algorithm to identify the upper limit of abandon percentage allowed.

DBFLT8 NOT NULL
AbandonedDialerCallback

The number of minutes to wait before calling back a customer who was abandoned by the dialer.

DBINT NULL
AnswerDetectEnabled

Valid options are:

  • Y = Answering machine detection is enabled.

  • N = Answering machine detection is disabled.

DBCHAR NOT NULL
AnsweringMachineCallback

The number of minutes to wait before calling back a previously dialed number that was answered by an answering machine.

DBINT NULL
BusyCallback

The number of minutes to wait before attempting a callback to a number that was busy.

DBINT NOT NULL
BusyRetryEnabled

Valid options are:

  • Y = A busy number must be retried.

  • N = The next number in the list must be tried.

DBCHAR NOT NULL
CPAAnalysisPeriod

Number of milliseconds dialer will spend analyzing. Advanced configuration item.

DBINT NULL
CPAMaxTermToneAnalysis

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum milliseconds the dialer analyzes an answering machine voice message looking for a termination tone. Advanced configuration item.

DBINT NULL
CPAMaxTimeAnalysis

Max time allowed for analysis in milliseconds before identifying a problem analysis as dead air/ low volume. Default: 3000.

DBINT NOT NULL
CPAMinSilencePeriod

Minimum silence period required to classify a call as voice detected. Default: 375.

DBINT NOT NULL
CPAMinimumValidSpeech

Minimum number of milliseconds of voice required to qualify a call as voice detected. Default: 112.

DBINT NOT NULL
CallbackTimeLimit

Maximum amount of time, in minutes, after a scheduled callback before giving up the callback attempt.

DBSMALLINT NOT NULL
CampaignID

A unique identifier for this campaign. This is the primary key for this table.

This field is applicable to Outbound Option only.

DBINT PK NOT NULL
CampaignName

A customer-entered name for this campaign.

VNAME32 AK-1 NOT NULL
CampaignPurposeType

Value can be set to:

  • 1—Agent Campaign.

  • 2—Xfer to IVR Campaign.

 DBINT NOT NULL
CancelRinging

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Identifies behavior dialer takes for canceling ringing calls. Default is 0, which means do not cancel ringing calls.

DBINT NOT NULL
CancelledCallRetryTime

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of minutes to wait to retry a cancelled call.

DBINT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CloseAbandonedToIVR

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether abandoned calls sent to IVR must be considered closed or not.

DBCHAR NOT NULL
ConfigParam

Additional configuration parameters.

Varchar(255) NULL
CustomerNotHomeCallback

The number of minutes to wait before calling a customer back when the call was answered by the wrong person.

DBINT NULL

DSTLocation

Starting daily saving time. Default: 1

DBINT

NULL

DateTimeStamp

Records the date and time when a record is added or updated.

DBDATETIME NULL
Deleted

Valid options are:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

DBINT NULL
Description

A description of the campaign.

DESCRIPTION NULL
DisableCPA

Y = Disable IP Call Progress Analysis. (as in Release 5.0).

N = IP Call Progress Analysis enabled.

Default = N

DBCHAR NOT NULL

Display Name

VARCHAR

NULL
EdgeDetectEnabled

Deleted Flag. Stored as a character:

  • Y= Voice detection must be done at the beginning of the initial greeting sound.

  • N= Enables a faster but less accurate voice/answering machine detection.

DBCHAR NOT NULL
EnableMediaTermination

Indicates the dialer stops media streams for connected outbound calls in this campaign. Default is 'N' (disabled).

DBCHAR NOT NULL
EnableRecordWaveFile

Indicates whether the debug setting for Recording wave files must be enabled for connected outbound calls in this campaign. (Default 'N'). Will get information from BA Options Table if not configured here. Default is 'N' (disabled).

DBCHAR NOT NULL
Enabled

Indicates whether a campaign is currently active (Y) or not (N).

DBCHAR NOT NULL

EndDate

Scheduled end of the campaign. Date to stop campaign based on date.

DBDATETIME

NULL

ExhaustedCallsEnabled

Valid options are:

  • Y = Allow resetting the records that have reached the maximum number of attempt.

  • N = Do not allow the resetting of these records.

DBCHAR NOT NULL
FutureUseFloat1

Reserved for future use

DBFLT8 NULL
FutureUseFloat2

Reserved for future use

DBFLT8 NULL
FutureUseFloat3

Reserved for future use

DBFLT8 NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
HomeEnabled

Valid options are:

  • Y= Allow dialing to home numbers.

  • N = Do not allow dialing to home numbers.

DBCHAR NOT NULL
HomeEndHours

Home phone numbers will not be dialed later than HomeEndHours:HomeEndMinutes. Hours are in 24-hour format.

DBINT NOT NULL
HomeEndMinutes

Home phone numbers will not be dialed later than HomeEndHours:HomeEndMinutes.

DBINT NOT NULL
HomeStartHours

Home phone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes. Hours are in 24-hour format.

DBINT NOT NULL
HomeStartMinutes

Home phone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes.

DBINT NOT NULL
IPAMDEnabled

Boolean to indicate that AMD is enabled on IP Dialers. A Y indicates enabled, an N is disabled.

DBCHAR NOT NULL
IPTerminatingBeepDetect

Boolean to indicate that Terminating Tone Detection is enabled on IP Dialers. Can be used for Transfer to IVR campaigns and Agent campaigns.

A Y indicates enabled, an N indicates disabled. The default value is N.

DBCHAR NOT NULL
LeaveMessageEnabled

Indicates whether the Unified ICM must leave automated messages on answering machines:

  • Y = Yes, leave automated messages on answering machines.

  • N = No, do not leave automated messages on answering machines.

DBCHAR NOT NULL
LinesPerAgent

The fixed number of lines to use per agent. This number need not be an integer.

DBFLT8 NOT NULL
MaxAttempts

The maximum number of attempts permitted per contact within the current campaign.

DBINT NOT NULL
MaxBusyAttempts

The maximum number of times to retry a busy number before trying the next number in the list.

DBSMALLINT NOT NULL
MaximumLineAgent

The maximum number of lines dialed per agent. This number need not be an integer.

DBFLT8 NOT NULL
MinimumCallDuration

The number of seconds that a customer conversation must last before a call is considered complete. If the minimum call duration is not reached, the call will be classified as busy and retried.

DBSMALLINT NOT NULL
NoAnswerCallback

The number of minutes to wait before attempting a callback to a number that was not answered.

DBINT NOT NULL
NoAnswerRingLimit

The number of rings before considering a call as not answered.

DBINT NOT NULL
PersonalizedCallbackEnabled

Valid options are:

  • Y = Personalized callback is enabled.

  • N = Personalized callback is not enabled.

DBCHAR NOT NULL
PredictiveCorrectionPace

A correction is applied to the Lines per Agent when the attempted calls exceed "PredictiveConnectionPace" calls. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBINT NULL
PredictiveGain

The PredictiveGain term controls the overall rate of corrective adjustment for the Lines per Agent. This is the multiplier for the Proportional corrective term in the algorithm. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBFLT8 NULL
PredictiveHistoricGain

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The Historic Gain term calculates an extra correction based on the last 5 measurement sets. As a default, it must be set to half the PredictiveGain. It attempts to correct for systematic undershooting or overshooting over several correction cycles. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBFLT8 NULL
PredictiveLowAbandonGain

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Multiplier for the Proportional term when the measured Abandoned Call Rate is less than the target rate. This compensates for the fact that the upside difference between the target and measured Abandoned Call Rate can be much larger than the downside difference. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL.

DBFLT8 NULL
PrefixDigits

Digits that must be prefixed to each customer number dialed from this campaign.

This feature is used to create a unique prefix that can be used by Cisco Communication Manager's Translation Pattern function to change the ANI that customers see.

Varchar(15) Null
QuickDetectEnabled

Valid options are:

  • Y = Voice/answering machine detection must be done quickly rather than accurately.

  • N = Voice/answering must be done accurately, but not as quickly as with the quick detect feature.

DBCHAR NOT NULL
ReleaseCallbackEnabled

Valid options are:

  • Y = A personalized callback must be sent to another agent if the original agent is not available.

  • N = A personalized callback must not be sent to another agent.

DBCHAR NOT NULL
RescheduleCallbackMode

Valid options include:

  • 1 = If a callback must be rescheduled for the same time period the next day.

  • 2 = If the callback will be rescheduled for the next valid dialing period.

  • 3 = If the callback will be abandoned (not attempted again).

DBSMALLINT NOT NULL
SPClosedRecordCount

The number of customer close record requests to queue before calling a stored procedure for third-party processing.

DBSMALLINT NOT NULL
SPClosedRecordEnabled

Valid options are:

  • Y = Indicates that a stored procedure must be called after a customer record has been closed. This stored procedure resides in the Outbound Option private database.

  • N = This stored procedure must not be called.

DBCHAR NOT NULL

StartDate

Scheduled start of the campaign. Date to start campaign based on date.

DBDATETIME

NULL

UseGMTFromRegionPrefix

Boolean to indicate that customer GMT must be obtained from the Region Prefix table. Replaces the ImportAreaProcDisable registry setting. The default is N.

DBCHAR NOT NULL
WaitForBusyRetry

Y= When a busy number has been reached wait until the busy retry timeout and call the busy number again instead of calling the next phone number in the customers list. Note: if the Busy retry interval is greater than 5 minutes the system will not wait.

N = Do not wait to retry a busy number, try the next number in the list.

Default = N

DBCHAR NOT NULL
WorkEnabled

Valid options are:

  • Y = Allow dialing to work numbers.

  • N = Do not allow dialing to work numbers.

DBCHAR NOT NULL
WorkEndHours

Work phone numbers will not be dialed later than WorkEndHours:WorkEndMinutes. Hours are in 24-hour format.

DBINT NOT NULL
WorkEndMinutes

Work phone numbers will not be dialed later than WorkEndHours:WorkEndMinutes.

DBINT NOT NULL
WorkStartHours

Work phone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes. Hours are in 24-hour format.

DBINT NOT NULL
WorkStartMinutes

Work phone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes.

DBINT NOT NULL

TZDisplayName

Displays the campaign time zone

varchar (128)

NULL

Campaign_Half_Hour


Note

THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.

This table is in the Blended Agent category (seeBlended Agent (Outbound Option)). For information about database rules for these tables, see Blended Agent Tables (Outbound Option).

It gets populated on central and HDS databases and provides historical reporting for campaign attributes.

Related Tables

Campaign (via CampaignID)

Table 91. Indexes for Campaign_Half_Hour Table

index_name

index_description

index_keys

XAK1Campaign_Half_Hour

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Campaign_Half_Hour

Nonclustered located on PRIMARY

DbDateTime

XPKCampaign_Half_Hour

Clustered, unique primary key located on PRIMARY

CampaignID, DateTime, TimeZone

Table 92. Fields in Campaign_Half_Hour Table
Name Description Data Type Keys and NULL Option
ActiveTimeToHalf

Indicates how long in seconds the campaign has been configured to be active during the current half hour.

DBINT AK1 NULL
CampaignID

The unique identifier of the Campaign.

DBINT PK, FK NOT NULL
DateTime

The central controller date and time at the beginning of the interval.

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the database.

DBDATETIME IE1-Indexed NULL
FutureUseInt1

Reserved for future use.

DBINT NULL
FutureUseInt2

Reserved for future use.

DBINT NULL
FutureUseInt3

Reserved for future use.

DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
RecoveryKey

Unique record identifier.

DBFLT8

NOT NULL
TimeZone

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

DBINT PK NOT NULL

Campaign_Query_Rule

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It contains a set of associations between query rules and campaigns.


Note
If Outbound Option was not selected during setup, this table will contain no data.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign_Query_Rule records.

Related Tables

Campaign (via CampaignID)

Query_Rule (via QueryRuleID)

Table 93. Indexes for Campaign_Query_Rule Table

index_name

index_description

index_keys

XPKCampaign_Query_Rule

clustered, unique, primary key located on PRIMARY

CampaignID, QueryRuleID

Table 94. Fields in Campaign_Query_Rule Table
Name Description Data Type Keys and NULL Option
CampaignID

The campaign to which this query rule belongs. This field is a foreign key from the Campaign table.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
Duration

The amount of time (in minutes) to use the current query rule before going on to the next.

DBINT NOT NULL
DurationEnabled

Indicates whether or not to use duration rate to move between query rules within this campaign:

  • Y = Use duration (time spent within a query rule)

  • N = Do not use duration

DBCHAR NOT NULL
EndHours

The contact will not be dialed past the EndHours:EndMinutes. Hours are in 24-hour format and are based on the Unified ICM Central Controller time.

DBINT NOT NULL
EndMinutes

The contact will not be dialed past the EndHours:EndMinutes. Time is based on the Unified ICM Central Controller time.

DBINT NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
HitRate

The percentage of hits (completed/attempted) per campaign considered as a threshold by the predictive algorithm. The percentage value is a whole number between 0 and 100.

DBINT NOT NULL
HitRateEnabled

Indicates whether or not to use hit rate to move between query rules within this campaign:

  • Y = Use hit rate

  • N = Do not use hit rate

DBCHAR NOT NULL
ListOrder

The order in which the query rules are to be used.

DBINT NOT NULL
Penetration

The percentage of this query rule to be attempted before shifting to the next query rule within the current campaign. The percentage value is a whole number between 0 and 100.

DBINT NOT NULL
PenetrationEnabled

Indicates whether or not to use penetration rate to move between query rules within this campaign:

  • Y = Use penetration rate

  • N = Do not use penetration rate

DBCHAR NOT NULL
QueryRuleEnabled

Indicates whether the query rule is enabled or disabled within this campaign:

  • Y = Enabled

  • N = Disabled

DBCHAR NOT NULL
QueryRuleID

The query rule belonging to the campaign identified by the CampaignID. This field is a foreign key from the Query Rule table.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
StartHours

TThe contact will not be dialed earlier than the StartHours:StartMinutes. Hours are in 24-hour format and are based on the Unified ICM Central Controller time.

DBINT NOT NULL
StartMinutes

TThe contact will not be dialed earlier than the StartHours:StartMinutes. Time is based on the Unified ICM Central Controller time.

DBINT NOT NULL

Campaign_Query_Rule_Half_Hour

This table is in the Blended Agent category (seeBlended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It gets populated on central and HDS databases. Each row in this table provides half-hour statistics on a particular Campaign-Query Rule combination. The statistics reflect counters that are used in the Outbound Option predictive dialing algorithm.

Related Tables

Campaign (via CampaignID)

Query_Rule (via QueryRuleID)

Table 95. Indexes for Campaign_Query_Rule_Half_Hour Table

index_name

index_description

index_keys

XAK1Campaign_Query_Rule_Half_Hour

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Campaign_Query_Rule_Half_Hour

Nonclustered located on PRIMARY

DbDateTime

XPKCampaign_Query_Rule_Half_Hour

Clustered, unique, primary key located on PRIMARY

DateTime, CampaignID, QueryRuleID, TimeZone


Note
The Campaign_Query_Rule_Interval Table populates with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the peripheral gateway. However, the Campaign_Query_Rule_Half_Hour Table does not populate this data.
Table 96. Fields in Campaign_Query_Rule_Half_Hour Table
Name Description Data Type Keys and NULL Option
AbandonDetectToHalf

The number of calls in a half-hour period where the dialer abandoned a customer call.

DBINT NULL
AbandonToIVRToHalf

The abandoned number of calls in a half-hour period. However, instead of disconnecting on a customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AgentClosedDetectToHalf

The number of preview/callback calls in a half-hour period that the agent closes (these customers will not be dialed).

DBINT NULL
AgentRejectedDetectToHalf

The number of preview/callback calls in a half-hour period that the agent rejects.

DBINT NULL
AnsweringMachineDetectToHalf

The number of calls in a half-hour period that detected an answering machine.

DBINT NULL
BusyDetectToHalf

The number of calls in a half-hour period that detected busy signal.

DBINT NULL
CallbackCountToHalf

The total number of records scheduled for a callback.

DBINT NULL
CampaignID

The campaign to which this query rule belongs.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
CampaignOutOfNumbersToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates the number of times an active query rule was used to retrieve numbers but failed to find any valid ones for this timeframe in its dialing list.

DBINT NULL
CancelledDetectToHalf

The number of calls in a half-hour period where the dialer cancelled a ringing customer call.

DBINT NULL
ContactsAttemptedToHalf

The number of attested calls within a half-hour period.

DBINT NULL
CustomerAbandonDetectToHalf

The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone.

DBINT NULL
CustomerNotHomeCountToHalf

The number of calls that were answered by the wrong party; the customer was not home.

DBINT NULL
DateTime

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

DBSMALLDATE PK NOT NULL
DbDateTime

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

DBDATETIME IE-1 NULL
FaxDetectToHalf

The number of calls in a half-hour period that detected a FAX machine.

DBINT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
LowNoiseVolumeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count.

DBINT NULL
NetworkAnsMachineDetectToHalf

The number of calls in a half-hour period that detected a network answering machine. Network answering machine can be network-based IVR, or network-based answering service.

DBINT NULL
NoAnswerDetectToHalf

The number of calls in a half-hour period that were not answered.

DBINT NULL
NoDialToneDetectToHalf

The number of calls in a half-hour period that did not receive a dial tone.

DBINT NULL
NoRingBackDetectToHalf
The number of calls in the current half hour period that:

  • Did not receive ringback tone.

  • Were disconnected by the carrier or the network while ringing.

  • Were flagged with a data error or a no-value call.

 DBINT NULL
PersonalCallbackCountToHalf

The number of calls where the customer requested a personal callback.

DBINT NULL
QueryRuleActiveTimeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how long the campaign was active during this half hour.

DBINT NULL
QueryRuleID

The query rule belonging to the campaign identified by the CampaignID.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
RecoveryKey

Unique identity that is assigned to each record and used internally by Unified CC Enterprise to track the record.

DBFLT8

AK-1 NOT NULL
SITToneDetectToHalf

The number of calls in a half-hour period that detected a network SIT tone.

DBINT NULL
TalkTimeToHalf

The total number of seconds agents spent talking on the phone during the last half-hour.

DBINT NULL
TimeZone

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

DBINT PK NOT NULL
VoiceDetectToHalf

The total number of calls ending in an agent answering the call during the last half-hour.

Outbound Option: The number of calls in a half-hour period that detected a live person.

DBINT NULL
WrapupTimeToHalf

The total number of seconds agents spent in wrap-up mode during the last half-hour.

DBINT NULL
WrongNumberCountToHalf

The number of calls where the customer's phone number was incorrect (the customer does not live there).

DBINT NULL

Campaign_Query_Rule_Interval

This section describes the Campaign Query Rule Interval table.

Table 97. Fields in Campaign_Query_Rule_Interval Table
Name Description Data Type Keys and NULL Option
AbandonDetect

The number of calls in a reporting interval period where the dialer abandoned a customer call.

DBINT NULL
AbandonToIVR

The number of calls in a reporting interval period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AgentClosedDetect

The number of preview/callback calls in a reporting interval period that the agent closed. (These customers are not dialed.)

DBINT NULL
AgentRejectedDetect

The number of preview/callback calls in a reporting interval period that the agent rejected.

 DBINT NULL
AnsweringMachineDetect

The number of calls in a reporting interval period that detected an answering machine.

DBINT NULL
BusyDetect

The number of calls in a reporting interval period that detected a busy signal.

DBINT NULL
CallbackCount

The total number of records scheduled for a callback.

DBINT NULL
CampaignID

The campaign to which this query rule belongs.

DBINT PK2, NOT NULL
CampaignOutOfNumbers

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how much time an active query rule was asked to retrieve numbers but could not find any valid ones for this timeframe in its dialing list.

DBINT NULL
CancelledDetect

The number of calls in a reporting interval period where the dialer cancelled a ringing customer call.

DBINT NULL
ContactsAttempted

The number of attempted calls within the reporting interval.

DBINT NULL
CustomerAbandonDetect

The number of calls in a reporting interval period that the customer abandoned after they picked up the phone.

DBINT NULL
CustomerNotHomeCount

The number of calls that wrong parties answered; the customer was not home.

DBINT NULL
DateTime

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

DBSMALLDATE PK1, NOT NULL
DbDateTime

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

DBDATETIME IE1, NULL
FaxDetect

The number of calls in a reporting interval period that detected a FAX machine.

DBINT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
LowNoiseVolume

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count.

DBINT NULL
NetworkAnsMachineDetect

The number of calls in a reporting interval period that detected a network answering machine. A network answering machine can be a network-based IVR, or a network-based answering service.

DBINT NULL
NoAnswerDetect

The number of calls in a reporting interval period that were not answered.

DBINT NULL
NoDialToneDetect

The number of calls in a reporting interval period that did not receive a dial tone.

DBINT NULL
NoRingBackDetect

The number of calls in the current reporting interval period that did not receive a ringback tone, that the carrier or network did not disconnect while ringing, or that were flagged with a data error or a no-value call.

DBINT NULL
PersonalCallbackCount

The number of calls where the customer requested a personal callback.

DBINT NULL
QueryRuleActiveTime

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how long the campaign was active during this reporting interval.

DBINT NULL
QueryRuleID

The query rule belonging to the campaign identified by the CampaignID.

DBINT PK3, NOT NULL
RecoveryKey

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

DBFLT8

AK1, NOT NULL
ReportingHalfHour

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

DBINT IE2, NULL
ReportingInterval

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

DBINT IE3, NULL
SITToneDetect

The number of calls in a reporting interval period that detected a network SIT tone.

DBINT NULL
TalkTime

The total number of seconds agents spent talking on the phone during the last reporting interval.

DBINT NULL
TimeZone

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

DBINT PK4, NOT NULL
VoiceDetect

The total number of calls ending in an agent answering the call during the last reporting interval.

DBINT NULL
WrapupTime

The total number of seconds agents spent in wrap-up mode during the last reporting interval.

DBINT NULL
WrongNumberCount

The number of calls where the customer's phone number was incorrect. (The customer did not live there.)

DBINT NULL

Campaign_Query_Rule_Real_Time

This table is in the Blended Agent category (seeBlended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Local database only.

Each row provides real-time statistics on a particular Campaign-Query Rule combination. The statistics reflect counters used in the Outbound Option predictive dialing algorithm.

The data in this table is reset nightly.

Exception: The following cumulative fields are not reset nightly:

  • Closed Count

  • TotalCount

  • TotalVoiceCount

Related Tables

Campaign (via CampaignID)

Query_Rule (via QueryRuleID)

Table 98. Indexes for Campaign_Query_Rule_Real_Time Table

index_name

index_description

index_keys

XPKCampaign_Query_Rule_Real_Time

clustered, unique, primary key located on PRIMARY

CampaignID, QueryRuleID

Table 99. Fields in Campaign_Query_Rule_Real_Time Table
Name Description Data Type Keys and NULL Option
AbandonDetectCount

The number of calls abandoned by the dialer.

DBINT NULL
AbandonDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the dialer abandoned a customer call.

DBINT NULL
AbandonDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the dialer abandoned a customer call.

DBINT NULL
AbandonToIVRCount

The number of calls that detected an answering machine.

DBINT NULL
AbandonToIVRTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that had to be abandoned. However, instead of disconnecting on a customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AbandonToIVRToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that had to be abandoned. However, instead of disconnecting on a customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AgentClosedCount

The number of preview/callback calls that were closed by the agent (these customers will not be dialed).

DBINT NULL
AgentClosedDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a five minute period that were closeded by the agent (these customers will not be dialed).

DBINT NULL
AgentClosedDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a half-hour period that were closeded by the agent (these customers will not be dialed).

DBINT NULL
AgentRejectedCount

The number of preview/callback calls that were rejected by the agent.

DBINT NULL
AgentRejectedDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a five minute period that were rejected by the agent.

DBINT NULL
AgentRejectedDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a half-hour period that were rejected by the agent.

DBINT NULL
AnsweringMachineCount

The number of calls that were abandoned by the dialer. However, instead of disconnecting on the customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AnsweringMachineDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected an answering machine.

DBINT NULL
AnsweringMachineDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected an answering machine.

DBINT NULL
AttemptedCount

The number of attempted calls so far today. (CallBackCount + VoiceCount + BusyCount + NoAnswerDetectCount + NoRingBackDetectCount + NoDialToneDetectCount + FaxDetectCount + NetworkAnsMachineDetectCount + AnsweringMachineCount + SITToneDetectCount + CancelledDetectCount + WrongNumberCount + CustomerNotHomeCount + PersonalCallbackCount + AbandonDetectCount + AbandonToIVRCount + CustomerAbandonDetectCount)

DBINT NULL
BusyCount

The number of calls that detected a busy signal.

DBINT NULL
BusyDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a busy signal.

DBINT NULL
BusyDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a busy signal.

DBINT NULL
CallBackCount

The total number of records scheduled for a callback today.

DBINT NULL
CallbackCountTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of records scheduled for a callback in a five minute period.

DBINT NULL
CallbackCountToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of records scheduled for a callback in a half-hour period.

DBINT NULL
CampaignID

The campaign to which this query rule belongs.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
CancelledDetectCount

The number of calls where the dialer cancelled a ringing customer call.

DBINT NULL
CancelledDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the dialer cancelled a ringing customer call.

DBINT NULL
CancelledDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the dialer cancelled a ringing customer call.

DBINT NULL
ClosedCount

Records customer calls closed for any reason other than reaching a live customer since the last overwrite import.

 DBINT NULL
ContactsAttemptedTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a five minute period.

DBINT NULL
ContactsAttemptedToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a half-hour period.

DBINT NULL
CustomerAbandonDetectCount

The number of calls where the customer disconnected immediately after picking up the telephone.

DBINT NULL
CustomerAbandonDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were abandoned by the customer after they picked up the telephone.

DBINT NULL
CustomerAbandonDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone.

DBINT NULL
CustomerNotHomeCount

The number of calls that were answered by the wrong party because the customer was not home.

DBINT NULL
CustomerNotHomeCountTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were answered by the wrong party because the customer was not home.

DBINT NULL
CustomerNotHomeCountToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were answered by the wrong party because the customer was not home.

DBINT NULL
DateTime

The Unified ICM Central Controller date and time when this data was last updated.

DBDATETIME NOT NULL
FaxDetectCount

The number of calls that detected a FAX.

DBINT NULL
FaxDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a FAX machine.

DBINT NULL
FaxDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a FAX machine.

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
LowNoiseVolumeToday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a one day period where the voice energy was not significant enough to count.

DBINT NULL
LowNoiseVolumeTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a five minute period where the voice energy was not significant enough to count.

DBINT NULL
LowNoiseVolumeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a half-hour period where the voice energy was not significant enough to count.

DBINT NULL
NetworkAnsMachineCount

The number of calls that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service.

DBINT NULL
NetworkAnsMachineDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service.

DBINT NULL
NetworkAnsMachineDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service.

DBINT NULL
NoAnswerDetectCount

The number of calls that were not answered.

DBINT NULL
NoAnswerDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were not answered.

DBINT NULL
NoAnswerDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were not answered.

DBINT NULL
NoDialToneDetectCount

The number of calls that did not detect a dial tone.

DBINT NULL
NoDialToneDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that did not receive a dial tone.

DBINT NULL
NoDialToneDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that did not receive a dial tone.

DBINT NULL
NoRingBackDetectCount

The number of calls in the current half hour period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call.

DBINT NULL
NoRingBackDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that did not receive a ring back tone.

DBINT NULL
NoRingBackDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that did not receive a ring back tone.

DBINT NULL
PendingRecordsZone1

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of pending records which are eligible for dialing now in zone 1.

DBINT NULL
PendingRecordsZone2

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of pending records which are eligible for dialing now in zone 2.

DBINT NULL
PendingRetryRecordsZone1

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of campaign records that are pending retry in Zone 1 that are dialable now. This is significant since retries get higher priority and can reduce hit rate and agent efficiency.

DBINT NULL
PendingRetryRecordsZone2

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of campaign records that are pending retry in Zone 2 that are dialable now. This is significant since retries get higher priority and can reduce hit rate and agent efficiency.

DBINT NULL
PersonalCallbackCount

The number of calls where the customer requested a personal call-back.

DBINT NULL
PersonalCallbackCountTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the customer requested a personal callback.

DBINT NULL
PersonalCallbackCountToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the customer requested a personal callback.

DBINT NULL
QueryRuleActive

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether the current campaign is active or not.

DBINT NULL
QueryRuleID

The query rule belonging to the campaign identified by the CampaignID.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
SITToneDetectCount

The number of calls that detected a Special Information Tone (SIT).

DBINT NULL
SITToneDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a network SIT tone.

DBINT NULL
SITToneDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network SIT tone.

DBINT NULL
TalkTimeCount

The total number of seconds agents spent talking on the telephone since midnight.

DBINT NULL
TalkTimeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of seconds agents spent talking on the phone during the last half-hour.

DBINT NULL
TotalCount

The total number of records available for the current campaign query rule since the last overwrite import.

 DBINT NULL

TotalVoiceCount

The number of live customers that have been reached since the last overwrite import.

DBINT

NULL

VoiceCount

The number of calls for the day that ended in successful customer contact.

Outbound Option: The number of calls that detected a live person.

DBINT NULL
VoiceDetectTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of calls ending in an agent answering the call during the last five minutes.

Outbound Option: The number of calls in a five minute period that detected a live person.

DBINT NULL
VoiceDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)The total number of calls ending in an agent answering the call during the last half-hour.

Outbound Option: The number of calls in a half-hour period that detected a live person.

DBINT NULL
WrapupTimeCount

The number of seconds agents spent in wrap-up mode since midnight.

DBINT NULL
WrapupTimeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of seconds agents spent in wrap-up mode during the last half-hour.

DBINT NULL
WrongNumberCount

The number of calls where the customer phone number was incorrect (the customer did not live there).

DBINT NULL
WrongNumberCountTo5

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the customer's phone number was incorrect (the customer did not live there).

DBINT NULL
WrongNumberCountToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the customer's phone number was incorrect (the customer did not live there).

DBINT NULL

Campaign_Skill_Group

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It contains the associations between campaigns and skill groups within the software.


Note
If Outbound Option was not selected during setup, this table will contain no data.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign_Skill_Group records.

Related Tables

Campaign (via CampaignID)

Skill_Group (SkillGroupID maps to Skill_Group.SkillTargetID)

Table 100. Indexes for Campaign_Skill_Group Table

index_name

index_description

index_keys

XPKTarget_Group

clustered, unique, primary key located on PRIMARY

CampaignID, SkillTargetID

Table 101. Fields in Campaign_Skill_Group Table
Name Description Data Type Keys and NULL Option
AbandonedRoutePoint

Abandoned Contacts are transferred to this route point, which points to an IVR.

varchar(50) NULL
AutoAnswerReservationCall

This variable controls whether the dialer will use CTI Server to answer the reservation call and the transfer call sent to the agent or allow the agent's phone to answer the call on its own.

Possible values: 1: Auto answer on; 2: Auto-answer off

DBINT NULL
CampaignID

The campaign to which this target group belongs. Foreign key from the Campaign table.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
ConfigParam

Additional configuration parameters.

varchar(255) NULL
DialedNumber

For Unified CCE, indicates the DN that should be used when sending a new call request via the MR PIM. This DN will be used to run a routing script where an agent should be reserved from the same skill that has been assigned to the campaign.

Note that each skill group should have a unique DN associated with it.

VNAME32 NULL

DialingMode

Dialing mode for this campaign:

  • 0 = eOutboundModeInbound

  • 1 = eOutboundModePredictiveOnly

  • 3 = eOutboundModePreviewOnly

  • 5 = eOutboundModeProgressiveOnly

  • 7 = eOutboundModePreviewDirectOnly

DBSMALLINT

NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
IVRPorts

Number of ports supported by the IVR for the current skill group (3 digits).

DBINT NOT NULL
IVRRoutePoint

Contacts are transferred to this route point, which points to an IVR.

varchar(50) NULL
OverflowAgents

The number of agents per skill group to ignore during predictive dialer calculations.

DBINT NOT NULL
RecordsToCache

The number of records that should be cached by the dialer for a specific campaign-skill group combination.

DBINT NOT NULL
ReservationPercentage

The percentage of agents to reserve within this skill group. The variable is only relevant in preview mode. For all other modes, 100 percent of agents are reserved.

DBINT NULL
SkillTargetID

A unique key indicating the skill group with which this target group is associated. Foreign key to the Skill Group table.

DBINT PK, FK NOT NULL

Campaign_Target_Sequence

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It contains the target type (home or work) and the sequence with which numbers are dialed within a campaign.


Note
If Outbound Option was not selected during setup, this table will contain no data.

Related Tables

Campaign (via CampaignID)

Dialer_Detail (via Phone Index)

Table 102. Indexes for Campaign_Target_Sequence Table

index_name

index_description

index_keys

XPKCampaign_Target_Sequence

clustered, unique, primary key located on PRIMARY

CampaignID, SequenceNumber

Table 103. Fields in Campaign_Target_Sequence Table
Name Description Data Type Keys and NULL Option
CampaignID

The campaign to which this target sequence belongs. Foreign key from the Campaign table.

This field is applicable to Outbound Option only.

DBINT PK, FK NOT NULL
ConfigParam

Additional configuration parameters.

varchar(255) NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
PhoneIndex

Indicates the phone number that should be used within the zone.

This value can range from 0 through 9.

An index value of 0 represents the Phone1 in the configuration tool.

DBINT NOT NULL
SequenceNumber

Part of the primary key. Indicates the sequence of the number to dial within a campaign.

DBINT PK NOT NULL
ZoneIndex

Indicates the zone to which the configured phone number belongs:

0 = Zone 1

1 = Zone 2

DBINT NOT NULL

Cfg_Mngr_App_Snapshot_State

This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.

This table defines a specific state of the Unified ICM Configuration Manager user interface that a user has saved. Information from this table is used to reconstruct the state of the Unified ICM Configuration Manager when the Administration & Data Server is restarted.

Related Table

Cfg_Mngr_User_Desktop_Snap (via DesktopSnapShotID)

Table 104. Indexes for Cfg_Mngr_App_Snapshot_State Table

index_name

index_description

index_keys

XPKCfg_Mngr_App_Snapshot_State

clustered, unique, primary key located on PRIMARY

DesktopSnapShotID, ApplicationID

Table 105. Fields in Cfg_Mngr_App_Snapshot_State Table
Name Description Data Type Keys and NULL Option
ApplicationID

Identifies the application

DBINT PK, NOT NULL
ApplicationOpen

Valid options include:

  • Y = Indicates that the application was open when Configuration Manager was closed.

  • N = The application was not open when Configuration Manager was closed.

DBCHAR NOT NULL
DesktopSnapShotID

A unique identifier for the desktop snapshot.

DBINT PK, FK NOT NULL
Filter1

ID for the first filter key of the application.

DBINT NULL
Filter2

ID for the second filter key of the application.

DBINT NULL
Filter3FieldName

A field name used for the third filter criteria.

VNAME32 NULL
Filter3FieldType

A field type identifier used for text/numeric lookup.

DBSMALLINT NULL
Filter3OptionSelection

The selection type.

DBSMALLINT NULL
Filter3Selection

The selection value.

varchar(255) NULL
POSX

The application's X position on the desktop.

DBSMALLINT NULL
POSY

The application's Y position on the desktop.

DBSMALLINT NULL

Cfg_Mngr_Globals

This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.

This table contains a single record that stores version information about the menu system that Unified ICM Configuration Manager is currently using.

Table 106. Indexes for Cfg_Mngr_Globals Table

index_name

index_description

index_keys

XPKCfg_Mngr_Globals

clustered, unique, primary key located on PRIMARY

VersionID

Table 107. Fields in Cfg_Mngr_Globals Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

 DBDATETIME NULL
Version

Stores version information about the menu system the Unified ICM Configuration Manager is currenlty using.

DBINT NOT NULL
VersionID

A unique identifier for the version.

DBINT PK NOT NULL

Cfg_Mngr_User_Desktop_Snap

This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.

This table retains information on current Unified ICM Configuration Manager state for a particular user.

Related Table

Cfg_Mngr_App_Snapshot_State (via DesktopSnapShotID)

Table 108. Cfg_Mngr_User_Desktop_Snap Table

index_name

index_description

index_keys

XPKCfg_Mngr_User_Desktop_Snap

clustered, unique, primary key located on PRIMARY

DesktopSnapShotID

Table 109. Fields in Cfg_Mngr_User_Desktop_Snap Table
Name Description Data Type Keys and NULL Option
AllowMultipleAppInstances

Determines whether multiple operating instances of a tool should be allowed:

  • Y = (Default) Yes, allow multiple instances to run at once.

  • N = No, do not allow multiple instances.

DBCHAR NOT NULL
AutoRetrieve

Indicates whether or not the tools should automatically retrieve data when they start:

  • Y = Yes, automatically retrieve data at startup.

  • N = (Default) No, do not automatically retrieve data.

DBCHAR NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
DesktopSnapShotID

A unique identifier for the desktop snapshot.

DBINT PK NOT NULL
DesktopSnapShotName

A name for the desktop snapshot.

varchar(128) NOT NULL
MenuID

A unique identifier for the menu.

DBINT FK NULL
OpenAppsOnLoad

Determines whether tools should be reopened when a snapshot is loaded:

  • Y = Yes, reopen tool when snapshot is loaded.

  • N = (Default) No, do not reopen tool.

DBCHAR NOT NULL
SaveApplicationPositions

Indicates whether or not the application should start in the screen position it was in when it was last run by the user:

  • Y = Yes, start application is same position.

  • N = (Default) No, start it in application's default position.

DBCHAR NOT NULL
SaveFilterData

Deternimes whether or not filter settings should be saved for all tools:

  • Y = (Default) Yes, save filter settings.

  • N = No, do not save filter settings.

DBCHAR NOT NULL
UserSettingsID

A foreign key to the Cfg_Mngr_User_Settings table.

DBINT FK NOT NULL

Cfg_Mngr_User_Menu

This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.

This table holds information that describes the default and custom menus in use for each user of Unified CCE Configuration Manager.

Related Table

Cfg_Mngr_View (via MenuID)

Table 110. Indexes for Cfg_Mngr_User_Menu Table

index_name

index_description

index_keys

XPKCfg_Mngr_User_Menu

clustered, unique, primary key located on PRIMARY

MenuID

Table 111. Fields in Cfg_Mngr_User_Menu Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
DesktopSnapShotID

Identifies the last desktop snapshot.

DBINT NULL
MenuID

A unique identifier for the menu.

DBINT PK NOT NULL
MenuName

A name for the menu.

VNAME32 NOT NULL

Cfg_Mngr_User_Settings

This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.

This table holds specific Unified CCE Configuration Manager settings for each user Unified CCE Configuration Manager.

Related Tables

Cfg_Mngr_User_Desktop_Snap (via UserSettingsID)

Table 112. Indexes for Cfg_Mngr_User_Settings Table

index_name

index_description

index_keys

XAK1Cfg_Mngr_User_Settings

nonclustered, unique, unique key located on PRIMARY

LoginName

XPKCfg_Mngr_User_Settings

clustered, unique, primary key located on PRIMARY

UserSettingsID

Table 113. Fields in Cfg_Mngr_User_Settings Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
LastDesktopSnapShotID

Identifier for the last desktop snapshot that the user had opened before closing the Unified ICM Configuration Manager.

DBINT NULL
LoginName

The unique login name of the user who owns these settings.

varchar(128) AK-1 NOT NULL
SaveSnapShotOnExit

Indicates whether or not to save the current desktop snapshot settings when the Unified ICM Configuration Manager is closed:

  • Y = Yes, save settings on exit (the default).

  • N = No, do not save settings on exit.

DBCHAR NOT NULL
UserSettingsID

A unique identifier for the user settings.

DBINT PK NOT NULL

Cfg_Mngr_View

This table is part of the User Preferences group (see User Preferences). To see database rules for this table, see User Preferences Tables.

This table holds the information necessary to produce the tree view structure for multiple default and custom menus within the Unified ICM Configuration Manager. The Primary Key (PK) is nonclustered.

Related Tables

Cfg_Mngr_User_Menu (via MenuID)

Table 114. Indexes for Cfg_Mngr_View Table

index_name

index_description

index_keys

XIE1Cfg_Mngr_View

nonclustered located on PRIMARY

PeerNodeID

XIE2Cfg_Mngr_View

nonclustered located on PRIMARY

ChildNodeID

XPKCfg_Mngr_View

nonclustered, unique, primary key located on PRIMARY

NodeID, MenuID

Table 115. Fields in Cfg_Mngr_View Table
Name Description Data Type Keys and NULL Option
ApplicationID

Identifies the application.

DBINT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ChildNodeID

Identifies the child node in the tree view.

DBINT IE-2 NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
MenuID

A unique identifier for the menu.

DBINT PK, FK NOT NULL
NodeID

A unique identifier for the node in the tree view.

DBINT PK NOT NULL
PeerNodeID

Identifies the peer node in the tree view.

DBINT IE-1 NULL

Class_Access_Xref

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

It lists the access levels available for each class. The Primary Key (PK) is nonclustered.

Related Tables

Class_List (via ClassID)

Table 116. Indexes for Class_Access_Xref Table

index_name

index_description

index_keys

XAK1Class_Access_Xref

clustered, unique, unique key located on PRIMARY

AccessLevel, ClassID

XPKClass_Access_Xref

nonclustered, unique, primary key located on PRIMARY

ClassAccessXrefID

Table 117. Fields in Class_Access_Xref Table
Name Description Data Type Keys and NULL Option
AccessLevel

A supported access level for the class. To see values. see Access Levels.

DBINT AK-1 NOT NULL
ClassAccessXrefID

A unique identifier for the record.

DBINT PK NOT NULL
ClassID

Identifies the class from the Class_List table.

DBINT AK-1 NOT NULL

Class_List

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

It lists the available classes. The contents of this table are set up when the software is installed and never change.

Related Tables

Class_Security (via ClassID)

ClassID_To_ObjectType (via ClassID)

Table 118. Indexes for Class_List Table

index_name

index_description

index_keys

XAK1Class_List

clustered, unique, unique key located on PRIMARY

Name

XPKSecurity_Class

nonclustered, unique, primary key located on PRIMARY

ClassID

Table 119. Fields in Class_List Table
Name Description Data Type Keys and NULL Option
ClassID

A unique identifier for the class.

DBINT PK NOT NULL
Description

Additional information about the class.

DESCRIPTION NULL
Name

The name of the class.

varchar(30) AK-1 NOT NULL

Class_Security

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

It lists the level of security each user or group has for a class.

Related Tables

Class_List (via ClassID)

User_Group (via UserGroupName)

Table 120. Indexes for Class_Security Table

index_name

index_description

index_keys

XPKClass_Security

clustered, unique, primary key located on PRIMARY

ClassSecurityID

Table 121. Fields in Class_Security Table
Name Description Data Type Keys and NULL Option
AccessLevel

The access level the user group has for the class. To see values. see Access Levels.

DBINT NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ClassID

Identifies the class from the Class_List table.

DBINT NOT NULL
ClassSecurityID

A unique identifier for the record.

DBINT PK NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

 DBDATETIME NULL
UserGroupName

Identifies the user group.

varchar(64) NOT NULL

ClassID_To_ObjectType

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

Maps each class to its component object types

Related Tables

Class_List (via ClassID)

Object_List (via ObjectType + ObjectID)

Table 122. Indexes for ClassID_To_ObjectType Table

index_name

index_description

index_keys

XIE1ClassID_To_ObjectType

nonclustered located on PRIMARY

ObjectType

XPKClassID_To_ObjectType

clustered, unique, primary key located on PRIMARY

ClassID, ObjectType

Table 123. Fields in ClassID_To_ObjectType Table
Name Description Data Type Keys and NULL Option
ClassID

Identifies the class from the Class_List table.

DBINT PK, FK NOT NULL
ObjectID

For Logical Interface Controller objects:

  • 2 = PG

  • 3 = NIC

Note

 
For all other object types, this field is 0.
DBINT NOT NULL
ObjectType

Identifies the type of the object.

DBINT PK, FK, IE-1 NOT NULL

Configuration_Limit

This table defines safe outer boundaries for Unified ICM Configuration parameters. The default values set for Configuration Limits are the maximum values that have been tested and confirmed by Cisco. Your system deployment may require lower limits.

However, if you configure beyond the ConfigLimitID values and experience difficulties, we might require you to change values to correspond to the defined limits before we can troubleshoot.

Table 124. Indexes for Configuration_Limit Table

index_name

index_description

index_keys

XPKConfiguration_Limit

clustered, unique, primary key located on PRIMARY

ConfigLimitID

Table 125. Fields in Configuration_Limit Table
Name Description Data Type Keys and NULL Option
ConfigLimitID

This is created by the schema.

DBINT PK-1, clustered, NOT NULL
ConfigLimitName

The configuration limit rule name.

The valid values are:

  1. Skill_Groups_Per_Agent

  2. MAX_DNC_LIST_SIZE

  3. MAX_SIP_PORTS

  4. MAX_ATTRIBUTES_PER_AGENT

  5. MAX_ATTRIBUTES_PER_ATTRIBUTESET

  6. SYSTEM_WIDE_MAX_PRECISION_QUEUE

  7. MAX_PQSTEP_PER_PQ

  8. MAX_PQTERM_PER_PQSTEP

  9. SYSTEM_WIDE_MAX_ATTRIBUTES

  10. MAX_UNIQUE_ATTRIBUTES_PER_PQ

  11. (Reserved)

  12. CPS_CAPACITY

  13. AGENT_CAPACITY

  14. DEPLOYMENT_MAX_CPS

  15. MAX_SYS_AGENT_QUEUE_PAIR

  16. SYSTEM_WIDE_MAX_PQSTEP

  17. SYSTEM_WIDE_MAX_AGENTS

  18. MAX_AGENTS_PER_PERIPHERAL

  19. SYSTEM_WIDE_MAX_SKILLGROUPS

  20. MAX_SKILLGROUPS_PER_PERIPHERAL

  21. MAX_CD_CHILD_LIVEDATA_NODES

  22. MAX_BEYOND_TASK_LIMIT

  23. MAX_ECC_VARIABLE_SIZE_PER_CALL

  24. MAX_BUSINESS_HOURS

  25. MAX_SCHEDULES_PER_BUSINESS_HOUR

  26. MAX_AGENT_SERVICES

 VNAME32 NOT NULL
ConfigLimitDefaultValue

The default limitation value

The default limitation value is 1000

DBINT NOT NULL
ConfigLimitCurrentValue

The current limitation value

The current limitation value is 1000

DBINT NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

 DBDATETIME NULL
Description

Description

Description NULL
ChangeStamp

Change Stamp

ChangeStamp NOT NULL

Config_Message_Log

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

It gets populated on central and local databases. The database system table is used to store configuration messages.

Table 126. Indexes for Config_Message_Log Table

index_name

index_description

index_keys

XPKConfig_Message_Log

Clustered, unique, primary key located on PRIMARY

RecoveryKey

Table 127. Fields in Config_Message_Log Table
Name Description Data Type Keys and NULL Option
ConfigMessage

All configuration messages in a transaction.

varbinary(max)

 NULL
DateTime

The date and time when a set of messages was logged.

DBDATETIME NOT NULL
LogOperation

The type of configuration change. Examples include "Add" and "Update".

VNAME32 NULL
RecoveryKey

A value used internally by the software to track virtual time.

DBFLT8

PK NOT NULL
TableName

The name of the table affected by the configuration change.

VNAME32 NULL

Congestion Control

This table is in the System category (see System).

This table stores configuration information for congestion control.

Table 128. Indexes for Congestion Control Table

index_name

index_description

index_keys

XPKCongestion_Control

clustered, unique, primary key located on PRIMARY

DeploymentID

Table 129. Fields in Congestion Control Table
Name Description Data Type Keys and NULL Option
ChangeStamp Incremented when the record is changed in the central database. ChangeStamp NOT NULL
CongestionCheckInterval For system use only. DBINT NOT NULL
CongestionEnabled Congestion control flag. It’s enabled when you first set the congestion control limits. Default = Yes (For Packaged CCE deployments) DBCHAR NOT NULL
CongestionTreatmentMode

This field is to set the rejection treatment mode.

Values for this field include the following:

  • 0 - Use System Congestion Control: The call treatment will be applied based on System Congestion Control settings.

  • 1 - Treat call with Dialed Number Default Label: The calls to be rejected due to congestion are treated with the default label of the dialed number on which the new call arrived.

  • 2 - Treat call with Routing Client Default Label: The calls to be rejected due to congestion are treated with the default label of the routing client which of the new call arrived.

  • 3 - Treat call with System Default Label: The calls to be rejected due to congestion are treated with the system default label set in Congestion Control settings.

  • 4 - Terminate call with a Dialog Fail or RouteEnd: Terminates the new call dialog with a dialog failure.

  • 5 - Treat call with a Release Message to the Routing Client: Terminates the new call dialog with a release message.

DBINT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
DeploymentID Primary Key DBINT NOT NULL
DeploymentType

The ICM/CCE deployment type.

Values for this field include the following:

  • 0 - Not Specified

  • 1 - NAM (Deprecated)

  • 2 - Contact Director

  • 3 - NAM Rogger (Deprecated)

  • 4 - ICM Router/Logger

  • 5 - UCCE: 8000 Agents Router/Logger

  • 6 - UCCE: 12000 Agents Router/Logger

  • 7 - Packaged CCE: 2000 Agents

  • 8 - ICM Rogger

  • 9 - UCCE: 4000 Agents Rogger

  • 10 - Packaged CCE: Lab Mode

  • 13 - UCCE: Progger (Lab only)

  • 16 - UCCE: 2000 Agents

  • 17 - Packaged CCE: 4000 Agents

  • 18 - Packaged CCE: 12000 Agents

  • 19 - UCCE: 24000 Agents Router/Logger

DBINT NOT NULL
LabelString Label string to treat the calls subjected to congestion control. This label will be responded when congestion treatment is set to Treat call with System Default Label (3). The label is sent only to the calls to be rejected. VNAME32 NULL
Level1Abate Level 1 abatement DBINT NOT NULL
Level2Abate Level 2 abatement DBINT NOT NULL
Level3Abate Level 3 abatement DBINT NOT NULL
Level1Onset Level 1 onset DBINT NOT NULL
Level2Onset Level 2 onset DBINT NOT NULL
Level3Onset Level 3 onset DBINT NOT NULL
Level1Reduction Level 1 call rate reduction DBINT NOT NULL
Level2Reduction Level 2 call rate reduction DBINT NOT NULL
Level3Reduction Level 3 call rate reduction DBINT NOT NULL
UserOverride If yes, user-defined CPS is used for congestion control. You can enter the CPS limit. The limit is the same in the Configuration Limits table. DBSMALLINT NOT NULL
WMAWeight Weight used for moving average algorithm to calculate CPS. DBSMALLINT NOT NULL

Contact_Share_Group

This table defines contact share groups that apply to all contact share precision queues or skill groups.

Table 130. Indexes for Contact_Share_Group Table

index_name

index_description

index_keys

AK1Contact_Share_Group

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

PKContact_Share_Group

clustered, unique, primary key located on PRIMARY

GroupID

Table 131. Contact_Share_Group Table

Name

Description

Data Type

Keys and NULL Option

GroupID

An identifier that has a unique ID among all the contact share queues.

DBINT

PK NOT NULL

RuleID

Foreign key from contact share rule table.

DBINT

NOT NULL

EnterpriseName

The unique name of this contact share group.

VNAME32

AK NOT NULL

AccetQueueIf

The contact share queue will be accepted IF the expression evaluates to true.

varchar(512)

NULL

Description

Additional information about the group.

DESCRIPTION

NULL

DateTimeStamp

Records the data and time when the record was added or updated.

DBDATETIME

NULL

ChangeStamp

Incremented when the record in the database is changed.

CHANGESTAMP

NOT NULL

Contact_Share_Group_Member

This table maps contact share groups to contact share queues. Each contact share group contains one or more contact share queues. Each contact share queue can be a member of one or more contact share groups.

Table 132. Indexes for Contact_Share_Group_Member Table

index_name

index_description

index_keys

XIE1Contact_Share_Group_Member

nonclustered located on PRIMARY

Group ID

XPKContact_Share_Group_Member

clustered, unique, primary key located on PRIMARY

GroupID, QueueID

Table 133. Contact_Share_Group_Member Table

Name

Description

Data Type

Keys and NULL Option

GroupID

Foreign key from Contact_Share_Group.

DBINT

NOT NULL

QueueID

Foreign key from Contact_Share_Queue.

DBINT

PK NOT NULL

Contact_Share_Queue

This table defines the queue that references a target queue (either precision queue or skill group). These exist on the Unified CCE target systems.

Table 134. Indexes for Contact_Share_Queue Table

index_name

index_description

index_keys

XPKContact_Share_Queue

clustered, unique, primary key located on PRIMARY

QueueID

Table 135. Contact_Share_Queue Table

Name

Description

Data Type

Keys and NULL Option

QueueID

An identifier that has a unique ID among all the contact share queues.

DBINT

PK NOT NULL

QueueName

Name of the Queue that is configured on the target United CCE systems. The same as EnterpriseName of the precision queue or skill group.

VNAME32

NOT NULL

TargetQueueID

The unique ID (either PrecisionQueueID or SkillGroupID) from the target United CCE systems.

DBINT

NOT NULL

QueueType

Identifies the target queue as P - Precision Queue, or S - Skill Group.

char(1)

NOT NULL

Description

Additional information about the group.

DESCRIPTION

NULL

TargetInstanceID

Target instance identifier.

DBINT

NULL

DateTimeStamp

Records the data and time when the record was added or updated.

DBDATETIME

NULL

ChangeStamp

Incremented when the record in the database is changed.

CHANGESTAMP

NOT NULL

Contact_Share_Rule

This table defines rules to apply for all contact share precision queues or skill groups within a contact share group.

Table 136. Indexes for Contact_Share_Rule Table

index_name

index_description

index_keys

XAK1Contact_Share_Rule

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKContact_Share_Rule

clustered, unique, primary key located on PRIMARY

RuleID

Table 137. Contact_Share_Rule Table

Name

Description

Data Type

Keys and NULL Option

RuleID

An identifier that has a unique ID among all the contact share rules.

DBINT

PK NOT NULL

EnterpriseName

Name of the rule.

VNAME32

AK NOT NULL

RuleExpression

This is the rule expression that is used for all contact share precision queue or skill groups within a contact share group.

varchar(512)

NULL

Description

Additional information about the group.

DESCRIPTION

NULL

DateTimeStamp

Records the data and time when the record was added or updated.

DBDATETIME

NULL

ChangeStamp

Incremented when the record in the database is changed.

CHANGESTAMP

NOT NULL

Controller_Time

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

A database system table that stores the current time at the Unified ICM platform.

Table 138. Fields in Controller_Time Table
Name Description Data Type Keys and NULL Option
NowTime

The most recently reported time from the Central Controller.

DBDATETIME NULL
TimeZone

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

DBINT NULL
TimeZoneName

The name of the time zone.

DESCRIPTION NULL

Customer_Definition

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

Each row defines a customer associated with an Unified ICM instance. Use the Customer list tool to create, update, or delete a customer definition.

Related Tables

Call_Type (via CustomerDefinitionID)

Customer_Options (via CustomerDefinitionID)

Feature_Control_Set (via via FeatureSetID)

ICR_Instance (via ICRInstanceID)

Label (via CustomerDefinitionID)

Master_Script (via CustomerDefinitionID)

Network_Vru (via NetworkTargetID)

Scheduled_Target (via CustomerDefinitionID)

User_Group (via CustomerDefinitionID)

Table 139. Indexes for Customer_Definition Table

index_name

index_description

index_keys

XAK1Customer_Definition

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Customer_Definition

nonclustered located on PRIMARY

ICRInstanceID

XPKCustomer_Definition

clustered, unique, primary key located on PRIMARY

CustomerDefinitionID

Table 140. Fields in Customer_Definition Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CustomerDefinitionID

A unique identifier for the customer definition.

DBINT PK NOT NULL
DateTimeStamp

Records the date and time when a record is added / updated.

DBDATETIME NULL
Description

Additional information about the customer definition.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the customer. This name must be unique among all customer definitions in the enterprise.

VNAME32 AK-1 NOT NULL
FeatureSetID

Identifies a feature set from the Feature_Control_Set Table.

DBINT FK NULL
ICRInstanceID

Identifies the instance associated with the customer.

DBINT FK, IE-1 NOT NULL
NetworkTargetID

Identifies the Network VRU, if any, associated with the customer.

DBINT FK, NULL

Customer_Options

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

Each row identifies options installed for a specific customer.

Related Table

Customer_Definition (via CustomerDefinitionID)

Table 141. Indexes for Customer_Options Table

index_name

index_description

index_keys

XPKCustomer_Options

clustered, unique, primary key located on PRIMARY

CustomerDefinitionID, Type

Table 142. Fields in Customer_Options Table
Name Description Data Type Keys and NULL Option
CustomerDefinitionID

Identifies the customer definition associated with the row.

DBINT PK, FK NOT NULL
OptionValue

The option value.

varchar(255) NULL
Type

The customer option defined by the row. To see values, see Customer Options Type.

DBINT PK NOT NULL

Default_Call_Type

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

Each row specifies the default call type. You can associate a default call type with each routing client.


Note
You can also create a general default call type in the ICR_Globals table.

To add, update, and delete Default_Call_Type records, use Unified ICM Configuration Manager to modify the Routing Client configuration.

Related Tables

Call_Type (via CallTypeID)

Routing_Client (via RoutingClientID)

Table 143. Indexes for Default_Call_Type Table

index_name

index_description

index_keys

XPKDefault_Call_Type

clustered, unique, primary key located on PRIMARY

RoutingClientID

Table 144. Fields in Default_Call_Type Table
Name Description Data Type Keys and NULL Option
CallTypeID

The call type.

DBINT NULL
RoutingClientID

The routing client.

DBSMALLINT NOT NULL

Default_Configuration

This table contains records containing general information about the Unified ICM configurations:

  1. Contact Center AI Global Configuration ID

Table 145. Indexes for Default_Configuration Table

index_name

index_description

index_keys

XPKDefault_Configuration

Primary key

DefaultConfigurationID

XAK1Default_Configuration

Unique key

ConfigurationName

XIE1Default_Configuration

Inversion key

ConfigurationName
Table 146. Fields in Default_Configuration Table
Name Description Data Type Keys and NULL Option

ConfigurationName

It is the name of the configuration

 VARCHAR(128)

NOT NULL

ConfigurationValue

Value of the Configuration

VARCHAR(256)

NOT NULL

ChangeStamp

Incremented when the record is changed in the database.

CHANGESTAMP

NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
DefaultConfigurationID

Unique identifier for the default configuration.

DBINT

PK

NOT NULL

Department

This table defines a Department that is used for departmental data hosting.

Each row specifies a user-configured Department. The following tables contain a department ID and can be divided into departments.

Related Tables

Table 147. Indexes in Department Table

index_name

index_description

index_keys

XPKDepartment

Clustered, unique, primary key located on PRIMARY

DepartmentID

Table 148. Fields in Department Table
Name Description Data Type Keys and NULL Option

ChangeStamp

Changestamp for the table.

CHANGESTAMP

NOT NULL

CustomerDefinitionID

Maps Customer to Department in a CCMP/CCDM deployment.

DBINT

NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL

Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR

NOT NULL

DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

DBINT

NOT NULL

Description

Description for the Department.

DESCRIPTION

NULL

EnterpriseName

Enterprise name of the Department.

VARCHAR(32) NOT NULL

Department _Member

This table associates the User Group ID with a Department.

Related Tables

  • User_Group

  • Department

Table 149. Indexes for Department_Member Table

index_name

index_description

index_keys

XPKUser_Group_Department

PRIMARY Key

UserGroupID, DepartmentID

Table 150. Fields in Department_Member Table
Name Description Data Type Keys and NULL Option

DepartmentID

Foreign Key from the Department table.

DBINT

NOT NULL

UserGroupID

Foreign key from User_Group. The User_Group table is the parent table for changestamp purposes.

DBINT

NOT NULL

Device_Target


Note
Device_Target is deprecated. Use Agent_Targeting_Rule instead.

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

Each row represents one or more enterprise agents. When an enterprise agents logs on, the system software dynamically assigns them to a device target. To route calls to an enterprise agent, you must have defined a label associated with the device target. Use Unified ICM Configuration Manager to create, delete, and modify device targets.


Note

To configure Unified CCE, use Agent Targeting Rules versus Device Targets. Based on configured agent targeting rules, if an agent attempts to log into an extension to which the router cannot target a call, the peripheral gateway rejects the login request and returns an error that includes why the log in request failed. For call routing in system PGdeployments, configure the extension range in the Agent Targeting Rules in Unified CCE. For table details, see Agent_Targeting_Rule.

Related Tables

Agent_Logout (via NetworkTargetID)

Agent_Real_Time (via NetworkTargetID)

Network_Target (via NetworkTargetID)

Table 151. Indexes for Device_Target Table

index_name

index_description

index_keys

XAK1Device_Target

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XAK2Device_Target

nonclustered, unique, unique key located on PRIMARY

DeviceAddressType, GlobalAddress

XPKDevice_Target

clustered, unique, primary key located on PRIMARY

NetworkTargetID

Table 152. Fields in Device_Target Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ConfigParam

An optional string to be sent to the device during initialization.

varchar(255) NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about the device target.

DESCRIPTION NULL
DeviceAddressType

Type of address defined in the GlobalAddressfield: 1 = Internet Protocol (IP).

DBINT AK-2 NOT NULL
DeviceTargetType

The type of the target.

Note

 
Currently only Voice is supported.

  • 1 = Voice

  • 2 = FAX

  • 3 = E- mail

DBINT NOT NULL
EnterpriseName

An enterprise name for the target. This name must be unique among all device targets in the enterprise.

VNAME32 AK-1 NOT NULL
GlobalAddress

A unique identifier. This field is used to enforce validation that the agent desktop and the agent phone are at the same IP address for media terminated agent desktops, including Enterprise Agent. The decimal format for an IP address is xxx.xxx.xxx.xxx. For example, 128.127.50.224. If validating the IP address of an agent desktop and agent phone is not the case, then the global address can be set to any unique string.

varchar(64) AK-2 NOT NULL
NetworkTargetID

Unique identifier for the target.

DBINT PK, FK NOT NULL

Dialed_Number

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

Each row describes a dialed number serviced by the system software. Use Unified ICM Configuration Manager to add, update, and delete Dialed_Number records.

Related Tables

Customer_Definition (via CustomerDefinitionID)

Dialed_Number_Label (via DialedNumberID)

Dialed_Number_Map (via DialedNumberID)

Dial_Number_Plan (via DialedNumberID)

Label (via LabelID)

Media_Routing_Domain (via MRDomainID)

Route_Call_Detail(via DialedNumberID)

Routing_Client (via RoutingClientID)

Table 153. Indexes for Dialed_Number Table

index_name

index_description

index_keys

XAK1Dialed_Number

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XAK2Dialed_Number

nonclustered, unique, unique key located on PRIMARY

RoutingClientID, DialedNumberString

XIE1Dialed_Number

nonclustered located on PRIMARY

LabelID

XIE2Dialed_Number

nonclustered located on PRIMARY

CustomerDefinitionID

XIE3Dialed_Number

nonclustered located on PRIMARY

DateTimeStamp

XPKDialed_Number

clustered, unique, primary key located on PRIMARY

DialedNumberID

Table 154. Dialed_Number Table
Fields Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CustomerDefinitionID

Identifies the customer definition associated with the dialed number.

DBINT IE-2, FK NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y= Yes

  • N =No

DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about the dialed number.

DESCRIPTION NULL
DialedNumberID

A unique identifier for this dialed number.

DBINT PK NOT NULL
DialedNumberString

The string the routing client passes to the system software to represent this dialed number.

VNAME32 AK-2 NOT NULL
EnterpriseName

An enterprise name for the number. This name must be unique among all dialed numbers in the database.

VNAME32 AK-1 NOT NULL
LabelID

References the default label for this dialed number.

DBINT IE-1, FK NULL
MRDomainID

The Media Routing Domain associated with this dialed number.

DBINT FK NOT NULL
PCSPattern

The Post Call Survey Dialed Number (DN) Pattern. This field may contain wildcard characters such as (!), (*), (>), and single digit matches like periods (.) or X.

Note

 
This field is not applicable for Unified CCE.
varchar(512) Optional (NULL)
PermitApplicationRouting

Used to indicate if remote routing by a CTI client (ACMI) is permitted on this dialed number.

Default = 'N'.

DBCHAR NOT NULL
ReservedByIVR

Used for queuing on the Simplified Unified CCE PG only.

Stored as 'Y' or 'N'. Default = 'N'.

DBCHAR NOT NULL
RingtoneName

The custom ringtone media file name.

Note

 
This field is not applicable for Unified CCE.
varchar(256) Optional (NULL)
RoutingClientID

References the routing client that services this dialed number.

DBSMALLINT AK-2, FK NOT NULL

Dialed_Number_Label

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

It indicates which Label values are valid for each Dialed_Number value. Use Unified ICM Configuration Manager to add, update, and delete Dialed_Number_Label records.

Related Tables

Dialed_Number (via DialedNumberID)

Label (via LabelID)

Table 155. Indexes for Dialed_Number_Label Table

index_name

index_description

index_keys

XIE1Dialed_Number_Label

nonclustered located on PRIMARY

LabelID

XPKDialed_Number_Label

clustered, unique, primary key located on PRIMARY

DialedNumberID, LabelID

Table 156. Fields in Dialed_Number_Label Table
Name Description Data Type Keys and NULL Option
DialedNumberID

Foreign key from the Dialed Number table.

DBINT PK, FK NOT NULL
LabelID

Foreign key from the Label table.

DBINT PK, FK NOT NULL

Dialed_Number_Map

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

Describes the call qualifier values (dialed number, calling line ID, and caller-entered digits) associated with each call type. Use the Call Type Directory dialog of the Script Editor to add, update, and delete Dialed_Number_Map records.

Related Tables

Call_Type (via CallTypeID)

Dialed_Number (via DialedNumberID)

Region (via RegionID)

Table 157. Indexes for Dialed_Number_Map Table

index_name

index_description

index_keys

XIE1Dialed_Number_Map

nonclustered located on PRIMARY

CallTypeID, RegionID

XPKDialed_Number_Map

clustered, unique, primary key located on PRIMARY

DialedNumberID, Item

Table 158. Fields in Dialed_Number_Map Table
Name Description Data Type Keys and NULL Option
ANIWildCard

ANI value or region name. An ANI value can be a prefix of any length (the leading digits of the telephone number) or a complete telephone number.

varchar(30) NULL
ANIWildCardType

Indicates what type the ANIWildCard is. To see the list of values, see Dialed Number Map: ANIWildCardType.

DBSMALLINT NOT NULL
CallTypeID

Foreign key from Call Type table.

DBINT FK NOT NULL
CEDWildCard

Value to match against CED:

  • '_A' = All

  • '_NR'= None Required

  • '_NE' = None Entered

  • '_N' = None Required or Entered

varchar(30) NULL
Description

Additional information about the mapping of these call qualifiers to this call type.

DESCRIPTION NULL
DialedNumberID

Foreign key from the Dialed Number table. DialedNumberID and Item together form an alternate key that is used by the system software to determine the order in which to match the wildcards.

DBINT PK, FK NOT NULL
Item

The order in which the rows for a dialed number are tested against the call qualifiers.

DBINT PK NOT NULL
RegionID

If ANIWildCardType is 4 (Region), this is the foreign key of the region from the Region table.

DBINT FK NULL

Dial_Number_Plan

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

Defines special dialing codes that allow enterprise agents to use the system software to place calls to services, other agents, skill groups, enterprise skill groups, supervisors, the local public network, a long-distance network, or to specific trunks. Use Unified ICM Configuration Manager to add, update, and delete Dial_Number_Plan records.

Related Tables

Dialed_Number (via DialedNumberID)

Routing_Client (via RoutingClientID)

Table 159. Indexes for Dial_Number_Plan Table

index_name

index_description

index_keys

XAK1Dial_Number_Plan

nonclustered, unique, unique key located on PRIMARY

RoutingClientID, WildcardPattern

XPKDial_Number_Plan

clustered, unique, primary key located on PRIMARY

DialNumberPlanID

Table 160. Fields in Dial_Number_Plan Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated

 DBDATETIME NULL
Description

Additional information about the dial number plan.

DESCRIPTION NULL
DialedNumberID

Identifies the dialed number associated with the dial number plan if PostRoute is Y, the dialed number is used to determine a call type.

DBINT FK NULL
DialNumberPlanID

A unique identifier for the plan.

DBINT PK NOT NULL
DialNumberPlanType

The type of the plan.

DBINT NULL
DialString

The dial string if PostRoute setting is N.

VNAME32 NULL
PostRoute

Indicates whether to issue a Post-Routing request if the dialed number supplied by the agent matches the WildcardPattern:

  • Y = Yes, issue a Post-Routing request.

  • N = No, do not issue a Post-Routing request.

DBCHAR NOT NULL
RoutingClientID

Identifies the routing client associated with the dial number plan.

DBSMALLINT AK-1, FK NOT NULL
WildcardPattern

A string the system software compares to the dialed number or dial string. The string can contain letters, digits, asterisks (*), and number signs (#). It can also include the wildcard characters ? and !. The ? character represents any single letter. The ! character represents any string of characters and can appear only at the end of the pattern.

VNAME32 AK-1 NOT NULL

Dialer

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Contains configuration information for each dialer. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Dialer records.


Note
If Outbound Option was not selected during setup, this table will contain no data.

Related Tables

Peripheral (via PeripheralID)

Dialer_Detail (via DialerID)

Dialer_Half_Hour (via DialerID)

Dialer_Port_Map (via DialerID)

Dialer_Port_Real_Time (via DialerID)

Dialer_Skill_Group_Half_Hour (via DialerID)

Dialer_Skill_Group_Real_Time (via DialerID)

Table 161. Indexes for Dialer Table

index_name

index_description

index_keys

XAK1Dialer

nonclustered, unique, unique key located on PRIMARY

DialerName

XAK2Dialer

nonclustered, unique, unique key located on PRIMARY

ComputerName

XPKDialer

clustered, unique, primary key located on PRIMARY

DialerID

Table 162. Fields in Dialer Table
Name Description Data Type Keys and NULL Option
DateTimeStamp Records the date and time when a record is added/updated. DBDATETIME NULL
DialerType

Indicate what type of protocol that the Dialer uses. The default value is 3.

Other values

  1. 1: Not used

  2. 2: SCCP

  3. 3: SIP

DBINT NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ComputerName

The network name of the computer hosting the dialer component.

varchar(64) AK-2 NOT NULL
CPAAnalysisPeriod

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Number of milliseconds that the dialer will spend analyzing. Advanced configuration item.

DBINT NULL
CPAJitterBufferDelay

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Advanced configuration item.

DBINT NULL
CPAMaxTermToneAnalysis

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item.

DBINT NULL
CPAMaxTimeAnalysis

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Maximum time allowed for analysis in milliseconds. Advanced configuration item.

DBINT NULL
CPAMinimumValidSpeechTime

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Minimum number of milliseconds of voice required to qualify a call as voice detected. Advanced configuration item.

DBINT NULL
CPAMinSilencePeriod

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Minimum silence period required to classify a call as voice detected.

DBINT NULL
CPARecordWaveFile

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Indicates whether the debug setting for recording wave files should be enabled for the dialer.

DBINT AK-2 NOT NULL
ConfigParam

Additional configuration parameters.

varchar(255) NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the dialer, such as its location.

DESCRIPTION NULL
DialerID

A unique identifier for this dialer.

DBINT PK NOT NULL
DialerName

A name give to a particular dialer during configuration.

VNAME32 AK-1 NOT NULL
DialToneDetectEnabled

Valid options are:

  • Y = Attempt dial tone detection before calling a contact. (This will ensure that the ACD has allocated a resource to allow access to the outside world.)

  • N = Do not attempt dial tone detection before calling a contact.

DBCHAR NOT NULL
Enabled

Valid options include:

  • Y = The dialer is available for calling contacts.

  • N = The dialer is not available for calling contacts.

DBCHAR NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
HangupTime

The number of seconds to wait after disconnecting a port on a dialer card before attempting to use the port again. (This option is designed to give the telephone system enough time to sense a disconnect and release the line.)

DBINT NOT NULL
IPBridgingEnabled

Reserved for future use.

Default = 'N'.

DBCHAR NOT NULL
LocalAreaCode

The local area code for this dialer. (This value is compared to numbers being dialed to determine whether '1' and the area code should be prefixed to the dialed number.)

varchar(100) NULL
LongDistancePrefix

Long distance prefix - previously set in the Dialer registry.

varchar(32) NULL
PeripheralID

The peripheral ID for the ACD.

DBSMALLINT FK NOT NULL
PortThrottle

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Calls per second allowed in any one second for any one dialer. Calls will be distributed evenly over the time interval.

DBFLT8 NULL
PredictiveCorrectionPace

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. A correction is applied to the Lines per Agent when the voice calls exceeds "PredictiveConnectionPace" calls. The default is 100.

DBINT NOT NULL
PredictiveGain

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. The PredictiveGain term controls the overall rate of corrective adjustment for the Lines per Agent. This is the multiplier for the Proportional corrective term in the algorithm. The default is 14.

DBFLT8 NOT NULL
PredictiveHistoricGain

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. The Historic Gain term calculates an additional correction based on the last 5 measurement sets. As a default, it should be set to half the PredictiveGain. It attempts to correct for systematic undershooting or overshooting over several correction cycles. The default is 7.

DBFLT8 NOT NULL
PredictiveLowAbandonGain

THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Multiplier for the Proportional term when the measured Abandoned Call Rate is less than the target rate. This compensates for the fact that the upside difference between the target and measured Abandoned Call Rate can be much larger than the downside difference. The default is 1.5.

DBFLT8 NOT NULL
PrefixDigits

Dial a prefix string before the regular phone number. (This would be used, for example, to dial a '9' to reach an external line.)

varchar(32) NULL
TenDigitDialEnabled

Valid options are:

  • Y = Aways dial the area code instead of stripping it out for local numbers.

  • N = Strip out the area code for local numbers.

DBCHAR NOT NULL

Dialer_Detail

This table is in the Blended Agent category. (See Blended Agent (Outbound Option).) To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (that other Unified ICM/Unified CCE components do not use). Use only DBDateTime (date and time of the record that was written to the HDS database) to extract the data. You can index the table on the custom database according to the custom reporting needs.


Note

If Outbound Option was not selected during setup, this table contains no data.

This historical table tracks data on all outbound attempts, including personal callback attempts and preview calls that an agent skips.


Note

Unified CCE and G3 Support: The Dialer_Detail table is supported for Unified CCE only. Dialer Detail records are not supported for the G3 dialer. Some records might be written to the Dialer_Detail table for older G3 dialers, but do not use the records.

Related Tables

Table 163. Indexes for Dialer_Detail Table

index_name

index_description

index_keys

XPKDialer_Detail

Primary key

RecoveryKey

XIE1Dialer_Detail

Inversion key

DbDateTime

XIE2Dialer_Detail

Inversion key

CampaignReportingDateTime

XIE3Dialer_Detail

Inversion key

RouterCallKey, RouterCallKeyDay

XIE4Dialer_Detail

Inversion key

CallGUID

XIE5Dialer_Detail

Inversion key

DateTime
Table 164. Fields in Dialer_Detail Table

Name

Description

Data Type

Keys and NULL Option

AccountNumber

Customer account number.

VARCHAR(128)

NULL

ActiveThreshold

The calculated active threshold during the period for computing the noise floor.

DBINT

NULL

AgentPeripheralNumber

PeripheralNumber / AgentID of the Agent that handled the call.

VARCHAR(32)

NULL

CallbackPhone

The phone number at which the customer requested to be called back. This field remains populated with customer-requested callback numbers for all personal callback calls or regular callback calls.

VARCHAR(20)

NULL

CallbackDateTime

The date and time when to retry the call. This is the local time for the person receiving the call.

DBSMALLDATE

NULL

CallDuration

Only used for the SIP Dialer. For all other dialers, this field is reserved for future use.

The call duration of the outbound call in milliseconds starting when the Dialer initiates the call to the customer. It is the time difference between when the Call Setup Time starts and the outbound call ends.

(Time the agent is in Call Setup Time + Agent Talktime + Agent Wrap-up Time(if configured))

Note

 

CallDuration does not include Agent Wrap-up Time if the call is transferred before entering wrap-up. The Call Disposition for transfer is 28 or 29.

DBINT

NULL

CallGUID

An identifier assigned to the call by the SIP Dialer.

VARCHAR(32)

IE4

NULL

CallResult

Telephony call result (busy, no answer, and so on) or agent reservation attempt result (Agent Rejected Call, Unable to reserve, and so on). For the field values that can populate CallResult, see Dialer Detail: CallResult.

DBINT

NULL

CallResultDetail

Reserved for future use

DBINT

NULL

CallStatusZone1

Status of the customer record for Zone1. For the values that can populate this field, see Dialer Detail: CallStatusZone.

CHAR(1)

NULL

CallStatusZone2

Status of the customer record for Zone2. For the values that can populate this field, see Dialer Detail: CallStatusZone.

CHAR(1)

NULL

CampaignReportingDateTime

This value indicates interval date time that Router used TCD record to calculate Call Type related historical data.

DBDATETIME

IE2

NULL

CampaignID

The campaign that the call was placed for.

DBINT

FK

NULL

CustomerTimeZone

The value is the offset in minutes that the customer is from UTC (formerly GMT).

Note

 
CustomerTimeZone for PCB calls in Dialer_Detail is always NULL.

DBINT

NULL

DateTime

DateTime (in Central Controller local time) at the start of the interval when the row was generated.

DBDATETIME

IE5

NOT NULL

DbDateTime

DateTime (in Central Controller local time) when the records are written to the HDS database. The logger database has NULL for this column.

DBDATETIME

IE1

NULL

DialerID

DialerID of the dialer where the outbound call was initiated.

DBINT

FK

NULL

DialingListID

Unique identifier from the dialing list (DL_<CampaignID>_<QueryRuleID>) table in the outbound database.

If the attempt is a Personal Callback, then this unique identifier refers to the PersonalCallbackListID field in the Personal_Callback_List table in the outbound database.

DBINT

NULL

DialingMode

Campaign mode the call was called. For field values, see Dialer Detail: DialingMode.

DBINT

NULL

FirstName

First name of the contact

VARCHAR(50)

NULL

FutureUseInt1

For SIP Dialer only.

The internal reference ID used to identify failure occurring at the Dialer.

The possible values are:

50100 = TRANSFER VALIDATION FAILURE

50101 = TRANSFER DEVICE FAILURE

50102 = INVALID STATIC ROUTE

50103 = STATIC ROUTE PING FAILURE

50104 = TRANSFER TIMEOUT for VOICE call

50105 = TRANSFER TIMEOUT for Answering Machine Call

50106 = INVALID PROVISIONAL MSG

50107 = 100REL UNSUPPORTED

DBINT

NULL

FutureUseInt2

For SIP Dialer only.

The value is the ISDN Q931 Disconnect Cause Code the SIP Dialer receives from gateway.

DBINT

NULL

FutureUseInt3 - FutureUseInt8

Reserved for future use.

DBINT

NULL

FutureUseVarChar1

For SIP Dialer only.

The IP address for a gateway that makes an outbound call. In the deployment where the SIP Dialer connects to the SIP Proxy, the IP address is gateway that is selected to make the outbound call.

VARCHAR(64)

NULL

FutureUseVarChar2-4

Reserved for future use.

VARCHAR(64)

NULL

IdleTime

Amount of time a record is stored at a dialer.

DBINT

NULL

ImportRuleDateTime

The Unified ICM Central Controller date and time when the record was imported.

DBDATETIME

NULL

InternalUse1 - InternalUse11

Do not use these fields.

DBINT

NULL

LastName

Last name of the contact

VARCHAR(50)

NULL

MaxActiveGlitchTime

Maximum amount of time that signal is detected as active glitch (in mS).

DBINT

NULL

MaxPostSpeechSilenceGlitchTime

Maximum amount of time that signal is detected as post speech silence glitch (in mS).

DBINT

NULL

MaxZCRstdev

Maximum ZCR standard deviation during the tone determination.

DBINT

NULL

NoiseThreshold

The calculated noise threshold during the period for computing the noise floor.

DBINT

NULL

NumOfActiveGlitches

The total numbers of active glitches before a speech energy is detected, or during the CPAMaxTermToneAnalysis period.

DBINT

NULL

NumOfPostSpeechSilenceGlitches

The total numbers of post speech silence glitches.

DBINT

NULL

PeripheralCallKey

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

DBINT

NULL

PeripheralID

Peripheral ID for the peripheral that the Agent is associated with.

DBINT

FK

NULL

Phone

Phone number that was called.

VARCHAR(20)

NULL

PhoneExt

Phone extension that was imported.

VARCHAR(8)

NULL

PhoneID

The identifier of the phone that was dialed. This can be any of phones 1 to 10. This field should be NULL for both Personal Callback calls and Regular Callback calls.

DBINT

NULL

PhoneIndex

Phone index in the campaign target sequence. This field should be NULL for both Personal Callback calls and Regular Callback calls.

DBINT

NULL

PickupTime

The time period the first active voice energy is detected after the customer answered the call in milliseconds.

DBINT

NULL

PortNumber

Reserved for future use

DBINT

NULL

PreviewTime

The time that the Agent took to Accept, Skip, or Reject a customer call when the skill group is in preview mode and direct preview mode.

DBINT

NULL

ProtocolID

Internal reference ID used to identify the component class (PBX/VRU/ACD).

The possible values are:

  • NULL for all DialerDetail records prior to 8.0.

  • 1 = SCCP

  • 2 = SIP

DBINT

NULL

QueryRuleID

The query rule that the call was placed for.

DBINT

FK

NULL

RecoveryKey

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

DBFLT8

Clustered Index, Not Null

ReservationCallDuration

The call duration (in milliseconds) that agent was reserved. In preview mode, this includes the time of the last preview and the time for dialing, performing CPA, and transferring the customer call to the agent.

Note

 

In predictive mode, if reserved agent gets disconnected even before connecting to a customer, this value will be NULL as the agent is not yet associated with the customer.

In such cases, HoldTime of corresponding Termination Call Detail record will refer to agent reservation time.

DBINT

NULL

RouterCallKey

A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight.

DBINT

IE3

NULL

RouterCallKeyDay

The day that the call was taken and the Dialer_Detail record was created. This field contains a value only for calls that were translation-routed or post-routed to or from an ACD.

Together with RouterCallKey, the Day value forms a unique 64-bit key for the call. The Dialer might not have this information for all calls. If it does, you can track all states of a call between the Route_Call_Detail and the Dialer_Detail tables by using the cradle-to-grave call tracking facility. (For calls that span a day, the day may not correspond to the day specified in the DateTime field.)

DBINT

IE3

NULL

SilencePeriod

Amount of time that the signal is silent after speech detection to declare a live speech (in mS).

DBINT

NULL

SkillGroupSkillTargetID

Skill Group ID of the agent who handled the call.

DBINT

NULL

TermToneDetectionTime

Amount of time that the answering machine terminating tone is detected after declaring answering machine detection (in mS).

DBINT

NULL

TimeZone

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

DBINT

NULL

ValidSpeechTime

ValidSpeechTime: Amount of time that energy is active for declaring speech energy.

DBINT

NULL

WrapupData

Wrap up data that the outbound agent entered.

VARCHAR(40)

NULL

ZoneIndex

The zone that was active at the time that the attempt was made. This can be 0 or 1. This field should be NULL for both Personal Callback calls and Regular Callback calls.

DBSMALLINT

NULL

Dialer_Half_Hour

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It gets populated on central and HDS databases. This table contains statistics produced by Blended Agent when a dialing list is run. Each row provides half-hour statistics for a particular dialer.

Related Table

Dialer (via DialerID)

Table 165. Indexes for Dialer_Half_Hour Table

index_name

index_description

index_keys

XAK1Dialer_Half_Hour

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Dialer_Half_Hour

Nonclustered located on PRIMARY

DbDateTime

XPKDialer_Half_Hour

Clustered, unique, primary key located on PRIMARY

DateTime, DialerID, TimeZone


Note
The Dialer_Interval Table will be populate with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the PG. The Dialer_Half_Hour Table will not be populated with this data.
Table 166. Fields in Dialer_Half_Hour Table
Name Description Data Type Keys and NULL Option
AbandonDetectToHalf

The number of calls made during the half hour interval that were abandoned.

DBINT NULL
AbandonToIVRToHalf

The number of calls in a half-hour period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AgentClosedDetectToHalf

The number of preview/callback calls in a half-hour period that were rejected by the agent (these customers will not be dialed).

DBINT NULL
AgentRejectedDetectToHalf

The number of preview/callback calls in a half-hour period that were rejected by the agent.

DBINT NULL
AllPortsBusyCountToHalf

Reserved for future use.

DBINT NULL
AnsweringMachineDetectToHalf

The number of calls made during the half hour interval in which an answering machines was detected.

DBINT NULL
BusyDetectToHalf

The number of calls in the half-hour period that detected a busy signal.

DBINT NULL
CallbackCountToHalf

The total number of records scheduled for a callback.

DBINT NULL
CancelledDetectToHalf

The number of calls in a half-hour period that were dropped while ringing the customer's telephone.

DBINT NULL
ContactsDialedToHalf

The number of contacts dialed during the half hour interval.

DBINT NULL
CustomerAbandonDetectToHalf

The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone.

DBINT NULL
CustomerNotHomeCountToHalf

The number of calls that were answered by the wrong party; the customer was not home.

DBINT NULL
DateTime

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

DBSMALLDATE PK NOT NULL
DbDateTime

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

DBDATETIME IE-1 NULL
DialerID

The dialer to which these statistics refer.

DBINT PK, FK NOT NULL
DialingTimeToHalf

The total time all ports configured on the dialer spent dialing contacts during this half hour interval. This includes time spent in transfer and call progress detection.

DBINT NULL
FaxDetectToHalf

The number of calls in a half-hour period that detected a FAX machine.

DBINT NULL
FutureUseInt1

This field is temporarily being used to report the number of reservation calls that this Dialer attempted during this half hour.

DBINT NULL
FutureUseInt2

This field is temporarily being used to record the amount of time all dialer ports were busy during this half hour. The time is recorded in seconds.

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
IdlePortTimeToHalf

The total time all ports configured on the dialer spent idle during a 30 minute interval.

DBINT NULL
LowNoiseVolumeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count.

DBINT NULL
NetworkAnsMachineDetectToHalf

The number of calls in a half-hour period that detected a network answering machine.

DBINT NULL
NoAnswerDetectToHalf

The number of calls made during the half hour interval which were not answered.

DBINT NULL
NoDialToneDetectToHalf

The number of calls in a half-hour period not receiving dial tone.

DBINT NULL
NoRingBackDetectToHalf

The number of calls in the current half hour period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call.

DBINT NULL
PersonalCallbackCountToHalf

The number of calls where the customer requested a personal callback.

DBINT NULL
RecoveryKey

A value used internally by the system software to track virtual time.

DBFLT8

AK-1 NOT NULL
ReservePortTimeToHalf

The total time all ports configured on the dialer spent reserving agents during the 30 minute interval. This may also include time in queue if the reservation script is using a queue node.

DBINT NULL
SITToneDetectToHalf

The number of calls made during the half-hour interval in which SIT tones were detected.

DBINT NULL
TimeZone

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

DBINT PK NOT NULL
VoiceDetectToHalf

The number of calls made during the half-hour interval in which a voice was detected.

DBINT NULL
WrongNumberCountToHalf

The number of calls where the customer phone number was incorrect (the customer did not live there).

DBINT NULL

Dialer_Interval

This section describes the Dialer Interval table.

Table 167. Fields in Dialer_Interval Table
Name Description Data Type Keys and NULL Option
AbandonDetect

The number of calls made during the reporting interval that were abandoned.

DBINT NULL
AbandonToIVR

The number of calls in a reporting interval period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AgentClosedDetect

The number of preview/callback calls in a reporting interval period that the agent rejected. (These customers are not dialed.

DBINT NULL
AgentRejectedDetect

The number of preview/callback calls in a reporting interval period that the agent rejected.

DBINT NULL
AllPortsBusyCount

Reserved for future use.

DBINT NULL
AllPortsBusyTime

Time (in seconds) when all ports were utilized, and some dialer operations were not attempted because of a lack of port resources.

DBINT NULL
AnsweringMachineDetect

The number of calls made during the reporting interval in which an answering machine was detected.

DBINT NULL
BusyDetect

The number of calls in the reporting interval period that detected a busy signal.

DBINT NULL
CallbackCount

The total number of records scheduled for a callback.

DBINT NULL
CancelledDetect

The number of calls in a reporting interval period that were dropped while ringing the customer's phone.

DBINT NULL
ContactsDialed

The number of contacts dialed during the reporting interval.

DBINT NULL
CustomerAbandonDetect

The number of calls in a reporting interval period that the customer abandonded after they picked up the phone.

DBINT NULL
CustomerNotHomeCount

The number of calls that the wrong party answered; the customer was not home.

DBINT NULL
DateTime

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

DBSMALLDATE PK1, NOT NULL
DbDateTime

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

DBDATETIME IE1, NULL
DialerID

The dialer to which these statistics refer.

DBINT PK2, NOT NULL
DialingTime

The total time all ports configured on the dialer spent dialing contacts during this reporting interval. This includes time spent in transfer and call progress detection.

DBINT NULL
FaxDetect

The number of calls in a reporting interval period that detected a FAX machine.

DBINT NULL
FutureUseInt3

Reserved for future use.

 DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
IdlePortTime

The total time all ports configured on the dialer spent idle during a 30-minute interval.

DBINT NULL
LowNoiseVolume

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count.

DBINT NULL
MaxDialerPorts

The maximum number of dialer ports used during a 30-minute interval on the dialer.

DBINT NULL
NetworkAnsMachineDetect

The number of calls in a reporting interval period that detected a network answering machine.

DBINT NULL
NoAnswerDetect

The number of calls made during the reporting interval which were not answered.

DBINT NULL
NoDialToneDetect

The number of calls in a reporting interval period not receiving dial tone.

DBINT NULL
NoRingBackDetect

The number of calls in the current reporting interval period that did not receive a ringback tone, that the carrier or the network disconnected while ringing, or that were flagged with a data error or a no-value call.

DBINT NULL
PersonalCallbackCount

The number of calls where the customer requested a personal callback.

DBINT NULL
RecoveryKey

A value used internally by the system software to track virtual time.

DBFLT8

AK1, NOT NULL
ReportingHalfHour

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

DBINT NULL
ReportingInterval

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

DBINT NULL
ReservationCallAttempts

The number of times the dialer attempted to reserve agents during this interval.

DBINT NULL
ReservePortTime

The total time all ports configured on the dialer spent reserving agents during the 30-minute interval. This may also include time in queue if the reservation script is using a queue node.

DBINT NULL
SITToneDetect

The number of calls made during the reporting interval in which SIT tones were detected.

DBINT NULL
TimeZone

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

DBINT PK3, NOT NULL
VoiceDetect

The number of calls made during the reporting interval in which a voice was detected.

DBINT NULL
WrongNumberCount

The number of calls where the customer phone number was incorrect. (The customer did not live there.)

DBINT NULL

Dialer_Port_Map

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).


Note
If Outbound Option was not selected during setup, this table will contain no data.

Maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to dialer ports. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Dialer_Port_Map records. The Primary Key (PK) is nonclustered.

Related Table

Dialer (via DialerID)

Table 168. Indexes for Dialer_Port_Map Table

index_name

index_description

index_keys

XPKPort_Map

clustered, unique, primary key located on PRIMARY

DialerID, PortNumber

Table 169. Fields in Dialer_Port_Map Table
Name Description Data Type Keys and NULL Option
DialerID

The dialer to which these statistics refer.

DBINT PK, FK NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
PortNumber

Identifies the particular dialer port on this dialer that matches the ACD port.

DBINT PK NOT NULL
Station

Identifies the ACD station and its mapping to a dialer port.

varchar(32) NULL

Dialer_Port_Real_Time

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Local database only.

Contains the current status of every telephone line for every dialer in Blended Agent. The Primary Key (PK) is nonclustered.

Related Tables

Dialer (via DialerID)

Campaign (via CampaignID)

Query_Rule (via QueryRuleID)

Table 170. Indexes for Dialer_Port_Real_Time Table

index_name

index_description

index_keys

XPKDialer_Port_Real_Time

clustered, unique, primary key located on PRIMARY

DialerID, PortNumber

Table 171. Fields in Dialer_Port_Real_Time Table
Name Description Data Type Keys and NULL Option
AccountNumber

If the port is dialing, this value is the account number (if available) being dialed.

VNAME32 NULL
CampaignID

If the port is dialing, this value indicates the campaign from which the contact being dialed was retrieved.

DBINT FK NULL
DateTime

The Central Controller date and time at which each row was saved.

DBDATETIME NOT NULL
DialerID

The dialer to which these statistics refer.

DBINT PK, FK NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
PhoneNumber

If the port is dialing, this value is the phone number being dialed.

varchar(32) NULL
PortNumber

The dialer port (line) number within the current dialer.

DBINT PK NOT NULL
PortStatus

The current line status (for example, dialing, on-hook, off-hook). To see the list of values, see Port Status

.

DBINT NOT NULL
QueryRuleID

If the port is dialing, this value identifies the query rule from which the contact being dialed was retrieved.

DBINT FK NULL

Dialer_Real_Time

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Local database only.

Contains statistics produced by Blended Agent when you check a dialing list. Each row provides real-time statistics for a particular dialer.

The data in this table is reset nightly.

Related table

Dialer (via DialerID)

Table 172. Indexes for Dialer_Real_Time Table

index_name

index_description

index_keys

XPKDialer_Log_Real_Time

clustered, unique, primary key located on PRIMARY

DialerID

Table 173. Fields in Dialer_Real_Time Table
Name Description Data Type Keys and NULL Option
AbandonDetectToday

The number of calls abandoned by customers since midnight.

DBINT NULL
AbandonToIVRHalf

The number of calls in the current 30 minute period that had to be abandoned.

However, the call was not disconnected. Instead, the call was transferred to an IVR that played a message to the customer.

DBINT NULL
AgentClosedDetectHalf

Number or preview/call-back calls that were rejected by the agent in the current 30 minute period. (These customers will not be dialed.)

DBINT NULL
AgentRejectedDetectHalf

Number or preview/call-back calls that were rejected by the agent in the current 30 minute period.

DBINT NULL
AllocatedPorts

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of ports configured now.

DBINT NULL
AllPortsBusyToday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of times all ports were busy today.

DBINT NULL
AllPortsBusyToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of times all ports were busy during the last 30 minute interval.

DBINT NULL
AnsweringMachineDetectToday

The number of answering machines detected since midnight.

DBINT NULL
BusyDetectToday

The number of busy signals detected since midnight.

DBINT NULL
CallbackCount

The total number of records scheduled for a call-back.

DBINT NULL
CancelledDetectHalf

The number of calls in the current 30 minute period that were dropped while ringing the customer phone.

DBINT NULL
ContactsDialedToday

The number of attempted calls since midnight.

DBINT NULL
ContactsDialedToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a half-hour period.

DBINT NULL
CTI_Status

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the CTI connection.

Char(1) NULL
CustomerAbandonDetectHalf

In the current half-hour period, the number of calls that were abandoned by the customer after they picked up the phone

DBINT NULL
CustomerNotHomeCount

Number of calls in a 30 minute period that were abandoned by the customer after they picked up the phone.

DBINT NULL
CustomerPortTimeToday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent dialing contacts today. This includes time spent in transfer and call progress detection.

DBINT NULL
CustomerPortTimeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent dialing contacts during the last 30 minutes. This includes time spent in transfer and call progress detection.

DBINT NULL
DateTime

The date and time this record was saved.

DBDATETIME NOT NULL
DialerID

The dialer to which these statistics refer.

DBINT PK, FK NOT NULL
DialerStatus

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the dialer as observed and reported by the Campaign Manager.

DBINT NULL
FaxDetectHalf

The number of calls in the current 30 minute period that detected a fax machine.

DBINT NULL
FutureUseInt1

Reserved for future use.

DBINT NULL
FutureUseInt2

Reserved for future use.

DBINT NULL
MaxDialerPortsNow

The maximum number of ports used at the current time on the dialer.

DBINT NULL
FutureUseInt3

Reserved for future use.

 DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
IdlePortTimeToday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent idle today.

DBINT NULL
IdlePortTimeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on this dialer spend idle during the last half hour.

DBINT NULL
MRStatus

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the Media Routing connection.

Char(1) NULL
NetworkAnsMachineDetectHalf

The number of calls in the current 30 minute period that detected a network answering machine.

DBINT NULL
NoAnswerDetectToday

The number of call attempts that were not answered since midnight.

DBINT NULL
NoDialToneDetectHalf

The number of calls in the current 30 minute period that did not receive dial tone.

DBINT NULL
NoRingBackDetectHalf

The number of calls in the current 30 minute period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call.

DBINT NULL
PersonalCallbackCount

The number of calls where the customer requested a personal call-back.

DBINT NULL
RegisteredPorts

The number of ports that are in a working state, meaning that they are fully registered.

DBINT NULL
ReservePortTimeToday

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent reserving agents today.

DBINT NULL
ReservePortTimeToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on this dialer spent reserving agents during the last half hour.

DBINT NULL
SITToneDetectToday

SIT tones detected since midnight.

DBINT NULL
SITToneDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network SIT tone.

DBINT NULL
VoiceDetectToday

The number of calls answered by people since midnight.

DBINT NULL
VoiceDetectToHalf

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of calls ending in an agent answering the call during the last half-hour.

DBINT NULL
WrongNumberCount

The number of calls where the phone number was incorrect (the customer did not live there).

DBINT NULL

Dialer_Skill_Group_Half_Hour


Note
THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It gets populated on central and HDS databases and provides historical reporting for campaigns running on a dialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces.

Related Tables

Dialer (via DialerID)

Skill_Group (via SkillGroupSkillTargetID)

Table 174. Indexes for Dialer_Skill_Group_Half_Hour Table

index_name

index_description

index_keys

XAK1Dialer_Skill_Group_Half_Hour

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Dialer_Skill_Group_Half_Hour

Nonclustered located on PRIMARY

DbDateTime

XPKDialer_Skill_Group_Half_Hour

Clustered, unique primary key located on PRIMARY

DialerID, DateTime, SkillGroupSkillTargetID, TimeZone

Table 175. Fields in Dialer_Skill_Group_Half_Hour Table
Name Description Data Type Keys and NULL Option
AbandonDetectToHalf

The number of calls in a half-hour period where the dialer abandoned a customer call.

DBINT NULL
AbandonToIVRToHalf

The number of calls in a half-hour period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer.

DBINT NULL
AgentClosedDetectToHalf

The number of preview/callback calls in a half-hour period that were closeded by the agent (these customers will not be dialed).

DBINT NULL
AgentPercentToHalf

Configured by the script editor, this is the percent of agents within the skill group that the dialer is allowed to reserve.

DBFLT4 NULL
AgentRejectedDetectToHalf

The number of preview/callback calls in a half-hour period that were rejected by the agent.

DBINT NULL
AnsweringMachineDetectToHalf

The number of calls in a half-hour period that detected an answering machine.

DBINT NULL
BusyDetectToHalf

The number of calls in a half-hour period that detected a busy signal.

DBINT NULL
CallbackCountToHalf

The total number of records scheduled for a callback.

DBINT NULL
CancelledDetectToHalf

The number of calls in a half-hour period where the dialer cancelled a ringing customer call.

DBINT NULL
ContactsAttemptedToHalf

The number of attempted calls within a half-hour period.

DBINT NULL
CustomerAbandonDetectToHalf

The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone.

DBINT NULL
CustomerNotHomeCountToHalf

The number of calls that were answered by the wrong party; the customer was not home.

DBINT NULL
DateTime

The central controller date and time at the start of the interval.

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the database.

DBDATETIME IE1-Indexed NULL
DialerID

The unique identifier of the Dialer.

DBINT PK, FK NOT NULL
DialerSkillGroupEnabled

Indicates whether all of the necessary factors are in place to be dialing right now. (Y or N) This includes, but is not limited to, campaign activation and having available agents.

Char(1) NULL
DialerSkillGroupMode

Mode of the campaign for this dialer as set in script editor for this skill group. (N=None, P=Preview, R=Predictive/Progressive, A=Callback)

Char(1) NULL
DialerSkillGroupType

Type or direction of the campaign as set in the script editor for this skill group (N=None, I=Inbound, O=Outbound, B=Blended)

Char(1) NULL
FaxDetectToHalf

The number of calls in a half-hour period that detected a FAX machine.

DBINT NULL
FutureUseInt1

Reserved for future use.

DBINT NULL
FutureUseInt2

Reserved for future use.

DBINT NULL
FutureUseInt3

Reserved for future use.

DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
LinesPerAgentToHalf

Number of lines being dialed per agent right now.

DBFLT4 NULL
LowNoiseVolumeToHalf

Number of calls where the voice energy was not significant enough to count.

DBINT NULL
NetworkAnsMachineDetectToHalf

The number of calls in a half-hour period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service.

DBINT NULL
NoAnswerDetectToHalf

The number of calls in a half-hour period that were not answered.

DBINT NULL
NoDialToneDetectToHalf

The number of calls in a half-hour period that did not receive a dial tone.

DBINT NULL
NoRingBackDetectToHalf

The number of calls in a half-hour period that did not receive a ring back tone.

DBINT NULL
PersonalCallbackCountToHalf

The number of calls where the customer requested a personal callback.

DBINT NULL
RecoveryKey

The unique record identifier.

DBFLT8

AK1 NOT NULL
SITToneDetectToHalf

The number of calls in a half-hour period that detected a network SIT tone.

DBINT NULL
SkillGroupSkillTargetID

The unique identifier of the skill group.

DBINT PK, FK NOT NULL
TimeZone

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

DBINT PK NOT NULL
VoiceDetectToHalf

The total number of calls ending in an agent answering the call during the last half-hour.

Outbound Option: The number of calls in a half-hour period that detected a live person.

DBINT NULL
WrongNumberCountToHalf

The number of calls where the customer's phone number was incorrect (the customer did not live there).

DBINT NULL

Dialer_Skill_Group_Real_Time


Note
THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Local database only.

Real time reporting for how campaigns are running on a dialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces.

Related Tables

Dialer (via DialerID)

Campaign (via CampaignID)

Skill Group (via SkillGroupSkillTargetID)

Table 176. Indexes for Dialer_Skill_Group_Real_Time Table

index_name

index_description

index_keys

XPKDialer_Skill_Group_Real_Time

clustered, unique primary key located on PRIMARY

DialerID, SkillGroupSkillTargetID

Table 177. Fields in Dialer_Skill_Group_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentPercent

Configured by the script editor, this is the percent of agents within this skill group that the dialer is allowed to reserve.

DBFLT4 NULL
AnsweredCountToday

Count of calls that were answered today. This includes calls where agent marked the calls as a Wrong Number or Not Home.

DBINT NULL
AnsweredCountTo5

Count of calls that were answered to five. This includes calls where agent marked the calls as a Wrong Number or Not Home.

DBINT NULL
AnsweredCountToHalf

Count of calls that were answered to half. This includes calls where agent marked the calls as a Wrong Number or Not Home.

DBINT NULL
CallsAbandonedToday

Calls abandoned during this time period.

DBINT NULL
CallsAbandonedTo5

Calls abandoned during this time period.

DBINT NULL
CallsAbandonedToHalf

Calls abandoned during this time period.

DBINT NULL
CallsAttemptedToday

Calls attempted during this time period.

DBINT NULL
CallsAttemptedTo5

Calls attempted during this time period.

DBINT NULL
CallsAttemptedToHalf

Calls attempted during this time period.

DBINT NULL
CallsCancelledToday

Calls cancelled during this time period.

DBINT NULL
CallsCancelledTo5

Calls cancelled during this time period.

DBINT NULL
CallsCancelledToHalf

Calls cancelled during this time period.

DBINT NULL
CampaignID

The unique identifier for the Campaign.

DBINT FK NULL
DateTime

The central controller date and time at the start of the interval.

DBDATETIME NOT NULL
DialerID

The unique identifier of the Dialer.

DBINT PK, FK NOT NULL
DialerSkillGroupEnabled

Indicates whether all of the necessary factors are in place to be dialing right now (Y or N). This includes, but is not limited to, campaign activation and having available agents.

Char(1) NULL
DialerSkillGroupMode

Mode of the campaign for this dialer as set in script editor for this skill group. (N=None, P=Preview, R=Predictive/Progressive, A=Callback)

Char(1) NULL
DialerSkillGroupType

Type or direction of the campaign as set in the script editor for this skill group (N=None, I=Inbound, O=Outbound, B=Blended)

Char(1) NULL
ErrorCountToday

Errors detected during this time period including no ringback, reorder, no dialer tone.

DBINT NULL
ErrorCountTo5

Errors detected during this time period including no ringback, reorder, no dialer tone.

DBINT NULL
ErrorCountToHalf

Errors detected during this time period including no ringback, reorder, no dialer tone.

DBINT NULL
FutureUseInt1

Reserved for future use.

DBINT NULL
FutureUseInt2

Reserved for future use.

DBINT NULL
FutureUseInt3

Reserved for future use.

DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
IdleRecords

Number of available records in the cache to dial right now.

DBINT NULL
LinesPerAgent

Number of lines being dialed per agent right now.

DBFLT4 NULL
SkillGroupSkillTargetID

The unique identifier of the Skill Group.

DBINT PK, FK NOT NULL
UsedRecords

Number of records being used for dialing right now.

DBINT NULL
VoiceCountToday

Customers contacted during this time period.

DBINT NULL
VoiceCountTo5

Customers contacted during this time period.

DBINT NULL
VoiceCountToHalf

Customers contacted during this time period.

DBINT NULL

ECC_Payload

Each row contains information about the ECC_Payload. Use Unified ICM Configuration Manager to add, update, and delete ECC_Payload records.

Related Tables

Table 178. Indexes for ECC_Payload Table

index_name

index_description

index_keys

XPKECC_Payload

Primary key

ECCPayloadID

XAK1ECC_Payload

Unique key

EnterpriseName
Table 179. Fields in ECC_Payload Table
Name Description Data Type Keys and NULL Option

ECCPayloadID

A unique identifier for this ECC payload

DBINT

PK, FK

NOT NULL

EnterpriseName

An enterprise name for the payload. This name must be unique among all enterprise routes within the business entity.

VNAME32

AK

NOT NULL

Description

Additional information about the ECC payload

DESCRIPTION

NOT NULL

SystemDefined

For future use

DBCHAR

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added or updated.

DBDATETIME

NOT NULL

DepartmentID

For future use

DBINT

NULL

ECC_Payload_Member

Each row contains information regarding the ECC_Payload_Member.

Related Tables

Table 180. Indexes for ECC_Payload_Member Table

index_name

index_description

index_keys

XPKECC_Payload_Member

Primary key

ECCPayloadID, ExpandedCallVariableID
Table 181. Fields in ECC_Payload _Member Table
Name Description Data Type Keys and NULL Option

ECCPayloadID

A unique identifier for this ECC payload

DBINT

PK, FK

NOT NULL

ExpandedCallVariableID

A unique identifier for the call variable.

DBSMALLINT

PK

NOT NULL

Enterprise_Route

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

Each row defines an enterprise-wide route composed of routes from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Route records. The Primary Key (PK) is nonclustered. The AlternateKey (AK) is clustered.

Related Tables

Business_Entity (via EntityID)

Enterprise_Route_Member (via EnterpriseRouteID)

Table 182. Indexes for Enterprise_Route Table

index_name

index_description

index_keys

XAK1Enterprise_Route

clustered, unique, unique key located on PRIMARY

EnterpriseName, EntityID

XPKEnterprise_Route

nonclustered, unique, primary key located on PRIMARY

EnterpriseRouteID

Table 183. Fields in Enterprise_Route Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about the enterprise route.

DESCRIPTION NULL
EnterpriseName

An enterprise name for this enterprise route. This name must be unique among all enterprise routes within the business entity.

VNAME32 AK-1 NOT NULL
EnterpriseRouteID

Unique identifier for this enterprise route.

DBINT PK NOT NULL
EntityID

If partitioning is enabled, indicates the business entity to which this enterprise route belongs.

DBINT AK-1, FK NOT NULL

Enterprise_Route_Member

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

It maps routes to enterprise routes. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Route_Member records.

Related Table

Enterprise_Route (via EnterpriseRouteID)

Table 184. Indexes for Enterprise_Route_Member Table

index_name

index_description

index_keys

XPKEnterprise_Route_Member

clustered, unique, primary key located on PRIMARY

EnterpriseRouteID, RouteID

Table 185. Fields in Enterprise_Route_Member Table
Name Description Data Type Keys and NULL Option
EnterpriseRouteID

Foreign key from the Enterprise_Route table.

DBINT PK, FK NOT NULL
RouteID

Foreign key from the Route table.

DBINT PK, FK NOT NULL

Enterprise_Service

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

Each row defines an enterprise-wide service composed of services from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Service records.

Related Tables

Business_Entity (via EntityID)

Enterprise_Service_Member (via EnterpriseServiceID)

Table 186. Indexes for Enterprise_Service Table

index_name

index_description

index_keys

XAK1Enterprise_Service

nonclustered, unique, unique key located on PRIMARY

EntityID, EnterpriseName

XPKEnterprise_Service

clustered, unique, primary key located on PRIMARY

EnterpriseServiceID

Table 187. Fields in Enterprise_Service Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about the enterprise service.

DESCRIPTION NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

 DBINT NULL
EnterpriseName

An enterprise name for this enterprise service. This name must be unique among all enterprise services within the business entity.

VNAME32 AK-1 NOT NULL
EnterpriseServiceID

Unique identifier for this enterprise service.

DBINT PK NOT NULL
EntityID

If partitioning is enabled, indicates the business entity to which the enterprise service belongs.

DBINT AK-1, FK NOT NULL

Enterprise_Service_Member

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

It maps services to enterprise services. Use Unified ICM Configuration Manager to add or delete Enterprise_Service_Member records.

Related tables

Enterprise_Service (via EnterpriseServiceID)

Service (via SkillTargetID)

Table 188. Indexes for Enterprise_Service_Member Table

index_name

index_description

index_keys

XIE1Enterprise_Service_Member

nonclustered located on PRIMARY

SkillTargetID

XPKEnterprise_Service_Members

clustered, unique, primary key located on PRIMARY

EnterpriseServiceID, SkillTargetID

Table 189. Fields in Enterprise_Service_Member Table
Name Description Data Type Keys and NULL Option
EnterpriseServiceID

Foreign key from the Enterprise Service table.

DBINT PK, FK NOT NULL
SkillTargetID

Foreign Key from the Service table.

DBINT PK, FK, IE-1 NOT NULL

Enterprise_Skill_Group

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

Each row defines an enterprise-wide skill group composed of skill groups from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Skill_Group records.

Related Tables

Business_Entity (via EntityID)

Enterprise_Skill_Group_Member (via EnterpriseSkillGroupID)

Table 190. Indexes for Enterprise_Skill_Group Table

index_name

index_description

index_keys

XAK1Enterprise_Skill_Group

nonclustered, unique, unique key located on PRIMARY

EntityID, EnterpriseName

XPKEnterprise_Skill_Group

clustered, unique, primary key located on PRIMARY

EnterpriseSkillGroupID

Table 191. Fields in Enterprise_Skill_Group Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about the enterprise skill group.

DESCRIPTION NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

 DBINT NULL
EnterpriseName

An enterprise name for this enterprise skill group. This name must be unique among all enterprise skill groups within the business entity.

VNAME32 AK-1 NOT NULL
EnterpriseSkillGroupID

Unique identifier for this enterprise skill group.

DBINT PK NOT NULL
EntityID

If partitioning is enabled, indicates the business entity to which the enterprise skill group belongs.

DBINT AK-1, FK NOT NULL

Enterprise_Skill_Group_Member

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

It maps skill groups to enterprise skill groups. Use Unified ICM Configuration Manager to add or delete Enterprise_Skill_Group_Member records

Related Tables

Enterprise_Skill_Group (via EnterpriseSkillGroupID)

Skill_Group (via SkillTargetID)

Table 192. Indexes for Enterprise_Skill_Group_Member Table

index_name

index_description

index_keys

XIE1Enterprise_Skill_Group_Mem

nonclustered located on PRIMARY

SkillTargetID

XPKEnterprise_Skill_Members

clustered, unique, primary key located on PRIMARY

EnterpriseSkillGroupID, SkillTargetID

Table 193. Fields in Enterprise_Skill_Group_Member Table
Name Description Data Type Keys and NULL Option
EnterpriseSkillGroupID

Foreign Key from the Enterprise Skill Group table.

DBINT PK, FK NOT NULL
SkillTargetID

Foreign Key from the Skill Group table.

DBINT PK, FK, IE-1 NOT NULL

Event

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

Central database only.

Contains system events generated by the system software.

Table 194. Indexes for Event Table

index_name

index_description

index_keys

XIE1Event

nonclustered located on PRIMARY

CentralControllerFileTime

XIE2Event

nonclustered located on PRIMARY

MessageId

XPKEvent

clustered, unique, primary key located on PRIMARY

RecoveryKey

Table 195. Fields in Event Table
Name Description Data Type Keys and NULL Option
BinData

Optional event binary data.

varbinary(max)

 NULL
Category

The type of message.

VNAME32 NULL
CentralControllerFileTime

File Time event was processed at the Central Controller.

DBDATETIME IE-1 NOT NULL
CentralControllerTimeZone

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

DBINT NOT NULL
CentralControllerVirtualTime

Virtual Time event was processed at the Central Controller.

DBINT NOT NULL
CustomerId

The customer ID.

DBINT NOT NULL
Dword1

Optional event DWORD.

DBINT NULL
Dword2

Optional event DWORD

DBINT NULL
Dword3

Optional event DWORD.

DBINT NULL
Dword4

Optional event DWORD.

DBINT NULL
Dword5

Optional event DWORD.

DBINT NULL
MessageId

Message ID from message compiler.

DBINT NOT NULL
MessageString

Contents of message.

DESCRIPTION NULL
ProcName

Name of the process that originated the event.

VNAME32 NOT NULL
RecoveryDay

A value used internally by the system software to track virtual time.

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
Severity

The level of the message.

varchar(16) NULL
Side

Side of event originator:

  • A orB = Paired processes

  • \0 = A non-paired process

DBCHAR NOT NULL
SourceFileTime

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

DBDATETIME NOT NULL
SourceSystemName

Name of the node that generated the event.

VNAME32 NULL
SourceVirtualTime

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

DBINT NOT NULL
StatusCode

Status code value.

DBINT NOT NULL
StatusCodeString

String associated with the status code.

DESCRIPTION NULL
StatusCodeType

Classification of the value in StatusCode field.

DBSMALLINT NOT NULL
String1

Optional event string.

varchar(240) NULL
String2

Optional event string.

varchar(240) NULL
String3

Optional event string.

varchar(240) NULL
String4

Optional event string.

varchar(240) NULL
String5

Optional event string.

varchar(240) NULL
SystemId

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

DBSMALLINT NOT NULL
SystemType

The type of system that generated the event. To see the list of values, see Event Fields.

DBSMALLINT NOT NULL
VersionNum

EMS version number.

DBSMALLINT NOT NULL

Expanded_Call_Variable

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

Each row describes an expanded call variable. Use Unified ICM Configuration Manager to add, update, and delete Expanded_Call_Variable records.

Related tables

Route_Call_Variable (via ExpandedCallVariableID)

Termination_Call_Variable (via ExpandedCallVariableID)

Table 196. Indexes forExpanded_Call_Variable Table

index_name

index_description

index_keys

XAK1Expanded_Call_Variable

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKExpanded_Call_Variable

clustered, unique, primary key located on PRIMARY

ExpandedCallVariableID

Table 197. Fields in Expanded_Call_Variable Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y= Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the call variable.

DESCRIPTION NULL
ECCArray

Indicates whether the call variable is an array:

  • Y= Yes

  • N = No

DBCHAR NOT NULL
Enabled

Indicates whether the call variable is currently enabled:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
EnterpriseName

An enterprise name for this call variable. This name must be unique among all expanded call variables within the business entity.

VNAME32 AK-1 NOT NULL
ExpandedCallVariableID

A unique identifier for the call variable.

DBSMALLINT PK NOT NULL
GeoTelProvided

Indicates whether the call variable is provided by Cisco:

  • Y= Yes

  • N= No

DBCHAR NOT NULL
MaximumArraySize

If the call variable is an array, the maximum number of elements in the array: 1 to 255.

DBINT NULL
MaximumLength

The maximum length of the call variable value: 1 to 210.

DBINT NOT NULL
Persistent

Y or N. Default is N.

Specifies whether or not each individual ECC variable is persistent (is written to the historical database with the TCD or RCD record).

The 'Persistent' value is configurable using the Expanded Call Context Variable list tool.

For newly-added ECC variables, the checkbox for the Peristent value is unchecked; that is, the default value is 'N'. To change the value to 'Y', check this box in the configuration tool.

In an upgrade, pre-existing ECC variables, which were previously persistent by default, are not changed; they remain 'Y'. You may reconfigure them to 'N'

Note

 
Only persistent ECC variables (those set to 'Y' ) are written to the database. Non-persistent ECC variables (those set to 'N' ) are not written to the database, but they can be used in routing scripts.
DBCHAR NOT NULL

Feature_Control_Set

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

It contains information about the different feature sets that may be used by different users.


Note
The Feature Control Set List tool is not available on a limited AW.

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

Related tables

User_Group (via FeatureSetID)

Customer_Definition (via FeatureSetID)

Table 198. Indexes for Feature_Control_Set Table

index_name

index_description

index_keys

XAKFeature_Control_Set

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKFeature_Control_Set

clustered, unique, primary key located on PRIMARY

FeatureSetID

Table 199. Fields in Feature_Control_Set Table
Name Description Data Type Keys and NULL Option
ChangeStamp

This value is incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DateTimeStamp NULL
Description

A description of the feature set.

DESCRIPTION NULL
EnterpriseName

A unique name among all feature sets in the enterprise.

VNAME32 AK NOT NULL
FeatureSetData

Contains all the information about the feature set.

varbinary(max)

 NULL
FeatureSetID

A unique identifier for this feature set.

DBINT PK NOT NULL

ICR_Globals

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

Contains a single record containing general information about the Unified ICM configuration. You can use Unified ICM Configuration Manager to modify some fields of the ICR_Globals records.

Related Tables

Call_Type(DefaultCallTypeID maps to Call_Type.CallTypeID)

Network_Vru (DefaultNetworkTargetID maps to Network_VRU.NetworkTargetID)

Table 200. Fields in ICR_Globals Table
Name Description Data Type Keys and NULL Option
AnalyzerIntegrated

Reserved for future use.

 DBCHAR NULL
BucketIntervalID

The ID for the entry in the Bucket_Interval Table used for all CallTypes as the default Bucket Intervals. The default value is 1.

This fields applies for Call type, Skill Group and Precision Queues.

DBINT FK NOT NULL
CCDomainName

The name of the NT domain that contains the Central Controller.

VARCHAR(190)

NOT NULL
CLIDMaskingDigitsToMask

The number of digits of CLID to mask.

DBINT NULL
CLIDMaskingEnable

Valid options are:

  • Y = CLID masking is enabled.

  • N = CLID masking is not enabled.

DBCHAR NOT NULL
CLIDMaskingMaskCharacter

The character to use when masking digits.

varchar(1) NULL
CLIDMaskingRemoveDigits

Valid options are:

  • Y = Remove digits.

  • N = Mask digits.

DBCHAR NULL
CallTypeAbandonCallWaitTime

The minimum time in seconds an incoming call must be in process (in queue, listening to announcements, answering prompts) before being considered an abandoned call if the caller ends the call. The default value is 5.

DBSMALLINT NULL
CallTypeServiceLevelThreshold

The time in seconds to be used as the service level threshold. The default value is 20.

DBINT NULL
CallTypeServiceLevelType

Default value that indicates how the system software calculates the service level (that is, how it handles abandoned calls in CallTypeServiceLevelType calculating the service level). The default value is 1 - Ignoreabandoned calls.

DBSMALLINT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CompanyName

Name of the customer.

varchar(32) NULL
CompatibleECCPayloadRules

Reserved for future use.

DBCHAR NOT NULL

CVPCxSurveyAppName

Default CVP Survey App Name

Reserved for future use.

Varchar(32)

NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
DefaultCallTypeID

Identifies a general default call type. This default is used if a call does not map to a specific call type and no default call type is defined for the associated routing client.

DBINT FK NULL
DefaultNetworkTargetID

Identifies the default network VRU to use for a customer that has no network VRU defined or for a dialed number that is not associated with a customer.

DBINT FK NULL
EnableExpandedCallContext

Indicates whether expanded call context is enabled for the Unified ICM. Valid options are:

  • Y = ECC is enabled

  • N= (Default) ECC is not enabled.

DBCHAR NOT NULL
EnableHHThrottle

Enable/Disable PG to CC HH Throttling. The default value is Y.

DBCHAR NOT NULL
ExternalAuthentication

Enables the use of an external authenticator with the Configuration Management Service (CMS) for the LoginName in the Person table. Valid options are:

  • Y = External authenticator enabled.

  • N= External authenticator not enabled.

DBCHAR NOT NULL
ExternalScriptValidation

Name of external DLL to be used for script validation.

Varchar (255)

NULL

GlobalSecureFlag

Flag to enable SHA256 encryption for Agent passwords.

DBCHAR

NULL

HistoricalReportingInterval

The value indicates router to calculate Call Type and Call Type Skill Group data for that interval. Default: 30.

DBINT NOT NULL
ICRType

Valid options include:

  • 1 = Standard

  • 2 = CICM

  • 3 = NAM

DBINT NOT NULL
IPCCDeploymentType

Which of the allowed Unified CCE "simplified" deployment options the user has selected in the web-based config "Deployment Wizard".

DBINT NULL
IPCCDeploymentState

The state of the Unified CCE deployment as known by the web-based config "Deployment Wizard."

Values

  • 0 - Not Done.

    Value 0 inserted at database create-time.

  • 1 - Aborted.

  • 2 - Done.

DBINT NOT NULL
KeepNScriptVersions

Maximum number of script versions to retain for each master script. If the value is 0, all versions are retained.

DBSMALLINT NOT NULL
LoginCaseUnique

Specifies whether or not LoginNames in the Person table are case-sensitive. Valid options are:

  • Y = Indicates that LoginNames in the Person table are case sensitive.

  • N = Indicates that the case of LoginNames in the Person table does not matter.

Note

 
(1) Changing this property will cause ALL person login names in the database to be changed appropriately. (2) It is possible that not all person records can be converted from case sensitive to not case sensitive or the reverse. This can happen if changing the case causes a name conflict with other login names in the system.
DBCHAR NOT NULL
MaxCorrelationNumber

The maximum value to be used as a correlation value for calls sent to a network VRU.

DBINT NULL
MaxPartitions

The maximum number of partitions that can be configured for the system if partitioning is enabled.

DBINT NOT NULL
MinCorrelationNumber

The minimum value to be used as a correlation value for calls sent to a network VRU.

DBINT NULL
MinPasswordLength

Specifies a minimum password length for a Person.

DBINT NOT NULL
MinScriptSchedTime

The shortest interval, in seconds, at which an administrative script can be scheduled.

DBINT NOT NULL
PQAgentOrdering For future use. DBINT NULL
PQServiceLevelThreshold For future use. DBINT NULL
PQServiceLevelType For future use. DBSMALLINT NULL
PartitioningIndicator

Indicates whether or not partitioning is enabled. Valid options are:

  • Y = Partitioning is enabled.

  • N = Partitioning is not enabled.

Note

 

Partitioning was obsoleted in Unified CCE Release 9.0(1). Database partitioning, if enabled, prevents upgrade to Unified CCE Release 11.5(1). You must remove database partitioning before running Unified CCE Release 11.5(1) installer.

DBCHAR NULL

PasswordType

Indicates if every component on the system can handle encoded passwords (PGs, 3rd Party applications, and so forth)

  • 1 = MD5

  • 2 = SHA-2

The default is 1.

DBSMALLINT NOT NULL

SSOEnabled

Indicates whether SSO is enabled:

  • 0 = SSO not enabled (default)

  • 1 = SSO enabled

  • 2 = Hybrid, SSO and non-SSO logins are both in use

DBSMALLINT

NOT NULL

ICR_Instance

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

Each row defines an Unified ICM instance. For a Network Applications Manager (NAM), you should configure an instance for each associated Customer ICM. Use Unified ICM Configuration Manager to create, update, or delete an Unified ICM instance.

Related Tables

Application_Gateway (via ICRInstanceID)

Customer_Definition (via ICRInstanceID)

ICR_Node (via ICRInstanceID)

Table 201. Indexes for ICR_Instance Table

index_name

index_description

index_keys

XAK1ICR_Instance

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1ICR_Instance

nonclustered located on PRIMARY

NetworkICRInstanceID

XPKICR_Instance

clustered, unique,primary key located on PRIMARY

ICRInstanceID

Table 202. Fields in ICR_Instance Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Any additional information about the instance.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the instance. This name must be unique for all Unified ICM instances in the enterprise.

VNAME32 AK-1 NOT NULL
ICRInstanceID

A unique identifier for the instance.

DBINT PK NOT NULL
LastUpdateKey

Key value this instance received from the NAM with the last configuration update.

DBBIGINT

NULL
NetworkICRInstanceID

The Network Unified ICM instance, if any, associated with the instance.

DBINT FK, IE-1 NULL
Number

The number the identifies the instance in Web Setup.

DBINT NOT NULL
Type

Indicates whether the instance is Network ICM or a Customer ICM.

DBSMALLINT NOT NULL

ICR_Locks

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

Contains information about system locks currently held by users.

Table 203. Indexes for ICR_Locks Table

index_name

index_description

index_keys

XPKICR_Locks

clustered, unique, primary key located on PRIMARY

LockType, LockID

Table 204. Fields in ICR_Locks Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
DataFld

Additional information the system software maintains for the lock.

varchar(255) NULL
DateTime

The date and time at which the lock was obtained.

DBDATETIME NOT NULL
LockID

Identifies the object that is locked. For example, for a Script lock, LockID holds the ScriptID value.

DBINT PK NOT NULL
LockName

The name of the object that is locked. For example, for a Script lock, LockName holds the name of the script.

DESCRIPTION NOT NULL
LockType

The type of the lock. To see values, see ICR Locks Fields.

DBINT PK NOT NULL
ReleaseOnSend

Indicates whether the system software should automatically release the lock when the associated data are saved to the system database.

DBINT NOT NULL
SystemName

The system from which the user obtained the lock.

VNAME32 NOT NULL
UserName

The name of the user who holds the lock.

varchar(64) NOT NULL

ICR_Node

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

Each row represents a real- time distributor associated with an Unified ICM instance. On a Network ICM, you must configure the distributors associated with each Customer ICM. The Network ICM needs this information to forward certain configuration changes. Use Unified ICM Configuration Manager to create, modify, or delete an Unified ICM node.

Related Table

ICR_Instance(via ICRInstanceID)

Table 205. Indexes for ICR_Node Table

index_name

index_description

index_keys

XAK1ICR_Node

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1ICR_Node

nonclustered located on PRIMARY

ICRInstanceID

XPKICR_Node

clustered, unique, primary key located on PRIMARY

ICRNodeID

Table 206. Fields in ICR_Node Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ConfigParam

Parameters to be passed to the node at initialization.

varchar(255) NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the node.

DESCRIPTION NULL
DomainName

The name of the NT domain that contains the node.

varchar(64) NOT NULL
EnterpriseName

An enterprise name for the node. This name must be unique for all nodes in the enterprise.

VNAME32 AK-1 NOT NULL
ICRInstanceID

The Unified ICM instance associated with the node.

DBINT FK, IE-1 NOT NULL
ICRNodeID

A unique identifier for the node.

DBINT PK NOT NULL
SystemName

The host name of the machine on which the node runs.

VNAME32 NOT NULL
Type

The type of node:

  • 1 = Primary Distributor

  • 2 = Backup Distributor

DBSMALLINT NOT NULL

ICR_View

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Each ICR_View describes how the system software interprets the data imported for a schedule. The individual columns within the view are described in associated View_Column rows.

Related Table

Schedule (via ICRViewID)

View_Column (via ICRViewID)

Table 207. Indexes for ICR_View Table

index_name

index_description

index_keys

XAK1ICR_View

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKICR_View

clustered, unique, primary key located on PRIMARY

ICRViewID

Table 208. Fields in ICR_View Table
Name Description Data Type Keys and NULL Option
BaseTableName

The name of the table in the system from which it is imported.

VNAME32 NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the view.

DESCRIPTION NULL
EnterpriseName

A unique name for the view.

VNAME32 AK-1 NOT NULL
ICRViewID

A unique identifier for the view.

DBINT PK NOT NULL
ReadBaseTable

Indicates whether fields in the Schedule Import table can be read directly rather than through a view. Valid options are:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
ViewName

The name of the view.

VNAME32 NOT NULL
ViewType

The type of view.

DBINT NOT NULL

Ids

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

Indicates whether a specific object type supports row-level security. For those object types that do support row-level security, the Ids table contains one row for each object of that type.

Related Tables

Object_List (via ObjectType)

Object_Security (via ObjectType + ObjectID)

User_Security_Control (via ObjectType + ObjectID)

Table 209. Indexes for IDs Table

index_name

index_description

index_keys

XPKIds

clustered, unique, primary key located on PRIMARY

ObjectType, ObjectID

Table 210. Fields in Ids Table
Name Description Data Type Keys and NULL Option
ObjectID

Identifies a specific object for which row-level security is supported. If the object type does not support row-level security, this value is 0.

DBINT PK NOT NULL
ObjectType

Identifies the object type.

DBINT PK, FK NOT NULL
ParentObjectID

Identifies the object's parent. A value of 0 indicates that the object has no parent.

DBINT NOT NULL
ParentObjectType

Identifies the object type of the object's parent. For example, a peripheral is a parent to its trunk groups. A value of 0 indicates that the object has no parent.

DBINT NOT NULL

Import_Log

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

It gets populated on central and HDS databases. This table contains information about schedule import operations that have been performed. The system software automatically creates an Import_Log row each time it imports schedule information. The Primary Key (PK) is nonclustered.

Related Table

Schedule (via ScheduleID)

Table 211. Indexes for Import_Log Table

index_name

index_description

index_keys

XAK1Import_Log

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKImport_Log

Clustered, unique, primary key located on PRIMARY

DateTime, ScheduleID, TimeZone

Table 212. Fields in Import_Log Table
Name Description Data Type Keys and NULL Option
DateTime

The date and time when the row was generated.

DBDATETIME PK NOT NULL
LogOperation

The operation that was logged; for example Import or Edit.

VNAME32 NOT NULL
Message

Indicates 'Success' or describes an error.

DESCRIPTION NOT NULL
RecoveryKey

A value used internally by the system software to track virtual time.

DBFLT8

AK-1 NOT NULL
RowsCopied

The number of rows imported or modified.

DBINT NOT NULL
ScheduleID

Identifies the schedule affected.

DBINT PK, FK NOT NULL
TimeZone

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

DBINT PK NOT NULL
WorkstationName

The workstation from which data was imported.

VNAME32 NOT NULL

Import_Rule

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Contains a list of all the import rules and their associated import lists. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule records.


Note
If Outbound Option was not selected during setup, this table will contain no data.

Related Tables

Query_Rule (via ImportRuleID)

Import_Rule_Clause (via ImportRuleID)

Import_Rule_History (via ImportRuleID)

Import_Rule_Real_Time (via ImportRuleID)

Table 213. Indexes for Import_Rule Table

index_name

index_description

index_keys

XAK1Import_Rule

nonclustered, unique, unique key located on PRIMARY

ImportRuleName

XPKImport_Rule

clustered, unique, primary key located on PRIMARY

ImportRuleID

Table 214. Fields in Import_Rule Table
Name Description Data Type Keys and NULL Option

APIGenerated

Identifies whether this import rule was created using the Outbound API:

  • Y = campaign created using the API

  • N = campaign created using the Outbound Option Import Rule tool in the ICM Configuration Manager

DBCHAR

NOT NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ContactTableName

The name of the contact table into which this file is to be imported.

varchar(64) NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
DayOfMonth

The day of the month to run this import. Only used when MonthlyEnabled is set to Y.

DBINT NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL

DelimiterType

Indicates whether file is fixed format, comma delimited, or pipe delimited.

  • F = Fixed format

  • C = Comma delimited

  • P = Pipe delimited

DBCHAR NOT NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

DBINT NULL
Enabled

A flag that indicates whether this import should be run at the scheduled time:

  • Y = Run at scheduled time.

  • N = Do not run at scheduled time.

DBCHAR NOT NULL
FilePath

The directory where the file to be imported is stored. UNC naming convention.

varchar(255) NULL
FilePollingEnabled

Valid options include:

  • Y = Import files are imported as soon as they are created. After the import is complete, the import file is renamed or deleted.

  • N = Import files are not imported as soon as they are created.

DBCHAR NOT NULL
FridayEnabled

Flag that indicates if this import should be performed every Friday:

  • Y = Perform import every Friday.

  • N = Do not perform import every Friday.

DBCHAR NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
ImportRuleID

A unique identifier for this import rule.

DBINT PK NOT NULL
ImportRuleName

The customer-entered name for this import rule.

VNAME32 AK-1 NOT NULL
ImportType

Indicates if this is a Contact Import or a Do-Not-Call import:

  • Y = The import type is Contact Import.

  • N = = The import type is Do-Not-Call.

DBINT NOT NULL
MondayEnabled

Flag that indicates if this import should be performed every Monday:

  • Y = Perform import every Monday.

  • N = Do not perform import every Monday.

DBCHAR NOT NULL
MonthlyEnabled

If enabled, this import schedule will run based on the day of the month instead of the current week day:

  • Y = Import will occur one day per month.

  • N = Import will occur on a daily/weekly basis.

DBCHAR NOT NULL
OverwriteEnabled

Indicates whether a contact table that already exists should be overwritten:

  • Y = Yes, overwrite

  • N = = No, append to.

DBCHAR NOT NULL
RenameEnabled

Valid options include:

  • Y = The import file must be renamed after it is imported; otherwise, it will be deleted.

  • N = The import file need not be renamed.

DBCHAR NOT NULL
RenameMaxVersions

The number of import tile versions that are maintained. After an import file is imported, its name can be appended with a .001 through .nnn.

DBSMALLINT NOT NULL
SPPostImportEnabled

Not in use.

SPPreImportEnabled

Not in use.

SaturdayEnabled

Flag that indicates if this import should be performed every Saturday:

  • Y = Perform import every Saturday.

  • N = Do not perform import every Saturday.

DBCHAR NOT NULL
ScheduleStartHours

The hour at which the import should start. Hours are in 24-hour format and are based on Central Controller time.

DBINT NOT NULL
ScheduleStartMinutes

The minute at which the import should start, based on Central Controller time.

DBINT NOT NULL
SundayEnabled

Flag that indicates if this import should be performed every Sunday:

  • Y = Perform import every Sunday.

  • N = Do not perform import every Sunday.

DBCHAR NOT NULL
ThursdayEnabled

Flag that indicates if this import should be performed every Thursday:

  • Y = Perform import every Thursday.

  • N = Do not perform import every Thursday.

DBCHAR NOT NULL
TuesdayEnabled

Flag that indicates if this import should be performed every Tuesday:

  • Y = Perform import every Tuesday.

  • N = Do not perform import every Tuesday.

DBCHAR NOT NULL
WednesdayEnabled

Flag that indicates if this import should be performed every Wednesday:

  • Y = Perform import every Wednesday.

  • N = Do not perform import every Wednesday.

DBCHAR NOT NULL

Import_Rule_Clause

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Defines the portions of an import list to be imported by the Blended Agent Import Rule process. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule_Clause records.


Note
If Outbound Option was not selected during setup, this table will contain no data.

Related Table

Import_Rule (via ImportRuleID)

Table 215. Indexes for Import_Rule_Clause Table

index_name

index_description

index_keys

XPKImport_Rule_Clause

clustered, unique, primary key located on PRIMARY

ImportRuleID, SequenceNumber

Table 216. Fields in Import_Rule_Clause Table
Name Description Data Type Keys and NULL Option
DecimalPlaces

Indicates how many positions after the decimal point.

DBINT NOT NULL
FieldName

The name of the column within the contact table into which the corresponding field within the import file will be inserted.

varchar(64) NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
ImportRuleID

The import rule to which this clause belongs.

DBINT PK, FK NOT NULLNULL
IndexColumnEnabled

Valid options include:

  • Y = Index will be created on this column.

  • N = Index will not be created on this column.

DBCHAR NOT NULL
Length

The length of the column.

DBINT NOT NULL
NullEnabled

Valid options include:

  • Y = Column allows a NULL entry.

  • N = Column does not allow NULL values.

DBCHAR NOT NULL
SequenceNumber

The index for clauses within a given import rule.

DBINT PK NOT NULL
StandardColumnType

The name of a Blended Agent standard column to which this field will default.

DBINT NULL
Type

The data type of the column.

DBINT NOT NULL

Import_Rule_History

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

It gets populated on central and HDS databases. This table contains the history of every Blended Agent import and shows how many records have succeeded and failed.

Related Table

Import_Rule (via ImportRuleID)

Table 217. Indexes for Import_Rule_History Table

index_name

index_description

index_keys

XAK1Import_Rule_History

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKImport_Rule_History

Clustered, unique, primary key located on PRIMARY

StartDateTime, ImportRuleID, TimeZone

Table 218. Fields in Import_Rule_History Table
Name Description Data Type Keys and NULL Option
BadRecords

The number of records that had errors while importing.

DBINT NOT NULL
EndDateTime

The date and time when the import was finished.

DBDATETIME NOT NULL
GoodRecords

The number of records successfully imported so far.

DBINT NOT NULL
ListImportType

0 = Append, 1 = Overwrite

 DBINT NULL
ImportType

1 = Contact List, 2 = Do Not Call List

 DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
ImportedToDialingListCount

Number of records which were imported to DialingLists. This number may be larger than the number of records in the import if this import list is associated with more than one campaign query rule.

DBINT NULL
ImportRuleID

The current active import.

DBINT PK, FK NOT NULL
RecoveryKey

A value used internally by the system software to track virtual time.

DBFLT8

AK-1 NOT NULL
StartDateTime

The date and time when the import was started.

DBDATETIME PK NOT NULL
TimeZone

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

DBINT PK NOT NULL
TotalRecords

The total number of records contained in the import file.

DBINT NOT NULL
UnmatchedRegionPrefixCount

Number of records which did not match any of the existing region prefixes, thus getting the default campaign time zone.

DBINT NULL

Import_Rule_Real_Time

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Local database only.

Contains the name and current status of the import list that is currently being generated by the Blended Agent Import Rule process.

Related Table

Import_Rule (via ImportRuleID)

Table 219. Indexes for Import_Rule_Real_Time Table

index_name

index_description

index_keys

XPKImport_Rule_Real_Time

clustered, unique, primary key located on PRIMARY

ImportRuleID

Table 220. Fields in Import_Rule_Real_Time Table
Name Description Data Type Keys and NULL Option
BadRecords

The number of records that had errors while being imported. (Note: A new-line character with a space character can result in a bad record. For example, if you enter 10 customer records into a text file and then press the Enter key after the 10th record, an 11th "bad record" is created by this process.)

DBINT NULL
DateTime

The date and time when the import was changed.

DBDATETIME NOT NULL
DateTimeStart

The date and time at which this import was started.

DBDATETIME NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
GoodRecords

The number of records successfully imported so far.

DBINT NULL
ImportRuleID

The current active import.

DBINT PK, FK NOT NULL
Status

The real-time import status: 380, Import Begin; 385, Import Update; 420, Import End; 430, DNC Begin; 450 DNC End.

DBINT NULL
TotalRecords

A count of all records within an import file.

DBINT NULL

Import_Schedule

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Defines a command that the system software runs periodically to import data into a schedule. Use the Workforce Management Integration System to schedule import operations.

Related Tables

Schedule (via ScheduleID)

Table 221. Indexes for Import_Schedule Table

index_name

index_description

index_keys

XIE1Import_Schedule

nonclustered located on PRIMARY

ScheduleID

XPKImport_Schedule

clustered, unique, primary key located on PRIMARY

ImportScheduleID

Table 222. Fields in Import_Schedule Table
Name Description Data Type Keys and NULL Option
AtCommand

The command the system software runs to import the data.

varchar(255) NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the schedule import.

DESCRIPTION NULL
ImportScheduleID

A unique identifier for the Import Schedule record.

DBINT PK NOT NULL
ScheduleID

Identifies the Schedule for which the data is imported.

DBINT FK NOT NULL
WorkstationName

The host name of the workstation from which the system software imports schedule data.

VNAME32 NOT NULL

Label

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

Defines the label that is sent to the routing client for each Network Target value. Use the Unified ICM Configuration Manager to add, update, and delete Label records.

Related Tables

Customer_Definition (via CustomerDefinitionID)

Dialed_Number (via LabelID)

Dialed_Number_Label(via LabelID)

Network_Target(via NetworkTargetID)

Network_Vru (via LabelID)

Routing_Client (via RoutingClientID)

Table 223. Indexes for Label Table

index_name

index_description

index_keys

XAK1Label

nonclustered, unique, unique key located on PRIMARY

RoutingClientID, Label

XIE1Label

nonclustered located on PRIMARY

CustomerDefinitionID

XPKLabel

clustered, unique, primary key located on PRIMARY

LabelID

Table 224. Fields in Label Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CustomerDefinitionID

Identifies the customer associated with the label.

DBINT FK, IE-1 NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about the label.

DESCRIPTION NULL
ICRInstanceID

For network VRU labels with multiple NAMs, this field contains a foreign key to identify the Network Applications Manager (NAM) instance for which the label is valid.

DBINT FK NULL
Label

The label to be returned to the routing client.

VNAME32 AK-1 NOT NULL
LabelID

Unique identifier for this label.

DBINT PK NOT NULL
LabelType

The type of the label. For the list of values, see LabelType Fields.

DBSMALLINT NOT NULL
NetworkTargetID

Foreign key from the Network Target table. Each label maps to one and only one network target.

DBINT FK NULL
RoutingClientID

Identifies the routing client that can receive this label.

DBSMALLINT AK-1, FK NOT NULL

Logger_Admin

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

It gets populated on central and HDS databases. This table contains one record of information for each administrative task the system software applies to the central database. Specifically, this table tracks Purges and Update Statistics operations. These operations are run automatically as scheduled jobs.

Scheduled SQL jobs carry out the purge of the following tables, so the Logger_Admin table does not contain the entries for these tables:

  • Call_Event_Detail

  • Route_Call_Variable

  • Dialer_Detail

  • Call_Type_SG_Interval

  • Route_Call_Detail

  • Termination_Call_Variable

  • Agent_Event_Detail

  • Termination_Call_Detail

  • Network_Event_Detail

  • Agent_Skill_Group_Interval

Table 225. Indexes for Logger_Admin Table

index_name

index_description

index_keys

XAK1Logger_Admin

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Logger_Admin

Nonclustered located on PRIMARY

TableName, ScheduledAt, FunctionName

XIE2Logger_Admin

Nonclustered located on PRIMARY

DateTime

XPKLogger_Admin

Clustered, unique, primary key located on PRIMARY

RecoveryKey

Table 226. Fields in Logger_Admin Table
Name Description Data Type Keys and NULL Option
DateTime

The date and time at which the scheduled job was submitted.

DBDATETIME IE-2 NOT NULL
EndTime

Time at which the operation completed.

DBDATETIME NULL
FromRecoveryKey

For a Purge operation, the recovery key of the earliest record purged.

DBFLT8

NULL
FunctionName

The operation performed; for example, Purge.

VNAME32 IE-1 NOT NULL
RecoveryKey

A value used internally by the system software to track the time that the record is created.

DBFLT8

PK, AK-1 NOT NULL
Retain

For a Purge operation, the number of days records are retained. Records older than this are deleted in the Purge.

DBINT NULL
RowsPurged

For a purge operation, the number of rows purged.

DBINT NULL
ScheduledAt

Date and time the scheduled job was performed.

DBDATETIME IE-1 NOT NULL
StartTime

Time at which the operation started.

DBDATETIME NULL
TableName

The name of the database table on which the operation was performed.

VNAME32 IE-1 NOT NULL
ToRecoveryKey

For a Purge operation, the recovery key of the most recent record purged.

DBFLT8

NULL

Logger_Meters

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

Central database only.

Contains performance information about the Logger process. The Logger process on the Central Controller creates a new Logger Meters row in the central database every five minutes.

Table 227. Indexes for Logger_Meters Table

index_name

index_description

index_keys

XAK1Logger_Meters

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKLogger_Meters

clustered, unique, primary key located on PRIMARY

DateTime, TimeZone

Table 228. Fields in Logger_Meters Table
Name Description Data Type Keys and NULL Option
ConfigMessagesTo5

The number of configuration changes written during the five-minute interval.

DBINT NOT NULL
DataMessagesTo5

Number of data messages received in the five-minute interval.

DBINT NOT NULL
DataPagesAllocated

Number of data pages allocated.

DBFLT8 NOT NULL
DataPagesUsed

Number of data pages used.

DBFLT8 NOT NULL
DateTime

Record timestamp (unique).

DBSMALLDATE PK NOT NULL
EMSMessagesTo5

Number of EMS messages received in the five-minute interval.

DBINT NOT NULL
FiveMinuteHistoryTo5

Total number of five-minute records written during the five-minute interval.

DBINT NOT NULL
HalfHourHistoryTo5

Total number of half-hour records written during the five-minute interval.

DBINT NOT NULL
LogPagesAllocated

Number of log pages allocated.

DBFLT8 NOT NULL
LogPagesUsed

Number of log pages used.

DBFLT8 NULL
MDSMessagesTo5

Number of MDS messages received in the five-minute interval.

DBINT NOT NULL
MessageTimeTo5

Time spent processing messages in the five-minute interval, in milliseconds.

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
RouteCallDetailTo5

Number of Route Call Detail rows written during the five-minute interval.

DBINT NOT NULL
TerminationCallDetailTo5

Number of Termination Call Detail rows written during the five-minute interval.

DBINT NOT NULL
TimeZone

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

DBINT PK NOT NULL

Logger_Type

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

Identifies the Logger type (that is, standard, Customer ICM (CICM), or Network Applications Manager (NAM)).

Table 229. Fields in Logger_Type Table
Name Description Data Type Keys and NULL Option
LoggerType

The type of Logger:

  • 1 =Standard

  • 2 = CICM

  • 3= NAM

DBINT NOT NULL

Logical_Interface_Controller

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

Each row corresponds to a (possibly duplexed) Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table. Use Unified ICM Configuration Manager to add, update, and delete Logical_Interface_Controller records.

Related Tables

Network_Trunk_Group (via LogicalControllerID)

Peripheral (via LogicalControllerID)

Physical_Interface_Controller (via LogicalControllerID)

Routing_Client(via LogicalControllerID)

Service_Array (via LogicalControllerID)

Translation_Route (via LogicalControllerID)

Table 230. Indexes for Logical_Interface_Controller Table

index_name

index_description

index_keys

XAK1Logical_Interface_Controll

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKLogical_Interface_Controlle

clustered, unique, primary key located on PRIMARY

LogicalControllerID

Table 231. Fields in Logical_Interface_Controller Table
Name Description Data Type Keys and NULL Option
ACDTimeEnabled

Indicate pg to generate all peripheral related historical data based on the ACD time. Default: 'N'

DBCHAR NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ClientType

The type of client the controller provides the interface for.

DBSMALLINT NOT NULL
ConfigParam

String containing information, such as logon information, specific to the interface controller device. For example: -rtuser UserName -rtpswd Password

varchar(255) NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the controller.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the controller. This name must be unique for all logical controllers in the enterprise.

VNAME32 AK-1 NOT NULL
HistoricalReportingInterval

The value indicates PG to calculate historical data at that interval. Default: 30

DBINT YES
LogicalControllerID

Unique identifier for this logical controller.

DBSMALLINT PK NOT NULL
LogicalControllerType

The Interface Controller type:

  • 2 = PG

  • 3 = NIC

DBSMALLINT NOT NULL
PrimaryCtiAddress

The address for CTI Server as IP:port (either in dotted-numeric or name format).

varchar(32) NULL
SecondaryCtiAddress

The address for the backup CTI Server as IP:port (either in dotted-numeric or name format)

varchar(32) NULL

Location


Note

This section is applicable only for Packaged CCE feature.

Each record in this table represents a location.

Related Tables

Table 232. Indexes for Location Table

index_name

index_description

index_keys

XPKLocation

Primary key

LocationID

Table 233. Fields in Location Table

Name

Description

Data Type

Keys and NULL Option

LocationID

Unique identifier of this location.

DBINT

PK

NOT NULL

LocationName

Name of the location. This value need not be unique since location information are fetched from multiple Unified CM clusters and location names can be duplicated across clusters.

VARCHAR(64)

NOT NULL

Description

Extra information about the location.

DESCRIPTION

NULL

UCMPrimaryKey

Primary Key ID of the location that is fetched from the Unified CM.

VARCHAR(128)

NOT NULL

LocationCode

Location code which can be used as (prefix or suffix) for Routing Pattern.

VARCHAR(16)

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME

NULL

Location_Member


Note

This section is applicable only for Packaged CCE feature.

This table contains a set of associations between machine hosts and locations. Depending on the context the machine host may refer to a remote site or it may refer to a peripheral/device (gateway) that is a part of the peripheral set.

Related Tables

  • Location (through LocationID)

  • Machine_Host (through MachineHostID)

Table 234. Indexes for Location_Member Table

index_name

index_description

index_keys

XPKLocation_Member

Primary key

LocationID, SequenceNumber

Table 235. Fields in Location_Member Table

Name

Description

Data Type

Keys and NULL Option

LocationID

Location to which the Machine_Host record is associated.

DBINT

PK, FK

NOT NULL

SequenceNumber

Incremented for every unique Location and Machine Host.

DBINT

PK

NOT NULL

MachineHostID

Depending on the MachineType value, MachineHostID may refer to one of the following:

  • UCM PUBLISHER

    Remote site (datacenter)

    Gateway

DBINT

FK

NULL

MachineType

Type to indicate whether MachineHostID refers to a remote site or device.

DBINT

NOT NULL

Machine_Address

This table contains network addresses of the hosts. It is a separate table because a host may have multiple network address (for example, public, private). The parent is the Machine_Host table.

Table 236. Fields in Machine_Address Table
Name Description Data Type Keys and NULL Option

Address

The connection address (either the IP address or the hostname).

varchar(256)

NOT NULL

AddressType

The type of address.

Valid values are:

  • 1 = Public

  • 2 = Private

DBINIT

NOT NULL

MachineAddressID

The database ID of the row. This is needed for the Machine_Service table.

DBINT

NOT NULL

MachineHostID

The foreign key to the Machine_Host table.

DBINT

NOT NULL

Machine_Connection_Profile

This table is reserved for future use.

Machine_Host

This table contains information about the host. The table stores both VM Host and Virtual Machine information. Login information is stored in the Machine_Services table as a machine may support more than one service, each with different authentication credentials.

Table 237. Fields in Machine_Host Table
Name Description Data Type Keys and NULL Option

AutoGenerated

Whether the record was autogenerated by the system. Once a user modifies a record, the value is set to False ('N').

DBCHAR

NOT NULL

ChangeStamp

The change stamp, which is updated every time the Machine_Host or related Machine_Service rows are created or modified.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL

Description

The description

DESCRIPTION

NULL

HostName

The host name

varchar(256)

NULL

MachineHostID

The database ID of the row.

DBINT

NOT NULL

MachineName

The external name of the machine. If the machine is a VM, this would be the VM name.

varchar(256)

NOT NULL

MachineType

The type of the host machine; for example, VM Host, CVP, CVP Reporting Server, Gateway, etc.

Valid values are:

  • 1 = VM Host (ESXi Server)

  • 2 = Unified CCE Data Server

  • 3 = Unified CCE Call Server

  • 4 = Unified CVP

  • 5 = Unified CM (unknown type)

  • 6 = Unified CM Publisher

  • 7 = Unified CM Subscriber

  • 8 = Unified CVP Reporting Server

  • 9 = Coresident Unified IC, Live Data, and Identity Service Publisher

  • 10 = Coresident Unified IC, Live Data, and Identity Service Subscriber

  • 11 = Unified CVP Operations Console Server

  • 12 = Finesse

  • 13 = Gateway

  • 14 = External Customer Collaboration Platform

  • 15 = External Unified CM Publisher

  • 16 = External Unified CM Subscriber

  • 17 = External CVP Reporting Server

  • 18 = External CCE HDS

  • 20 = External Enterprise Chat and Email

  • 21 = External Third Party Multichannel

  • 22 = Unified CCE Router

  • 23 = Unified CCE Peripheral Gateway

  • 24 = Unified CCE LiveData Server

  • 25 = Unified CCE Primary AW

  • 26 = Unified CCE Secondary AW

  • 27 = Unified CCE Progger

  • 28 = Unified CCE AW

  • 29 = Unified CCE Rogger

  • 30 = Enterprise Chat and Email

  • 31 = Identity Server Publisher

  • 32 = Identity Server Subscriber

  • 33 = Finesse Primary

  • 34 = Finesse Secondary

  • 35 = Standalone Unified IC Publisher1

  • 36 = Standalone Unified IC Subscriber

  • 37 = Cisco Virtualized Voice Browser

  • 38 = Data Center

  • 39 = Unified CCE Peripheral Gateway for the remote Data Center

  • 40 = Unified CVP for the remote Data Center

  • 41 = Finesse Primary for the remote Data Center

  • 42 = Finesse Secondary for the remote Data Center

  • 43 = External Unified CVP Reporting server for remote Data Center

  • 44 = External Customer Collaboration Platform for remote Data Center

  • 45 = External ECE for remote Data Center

  • 46 = External third-party multichannel for remote Data Center

  • 47 = External CUSP

  • 48 = External CUSP for remote Data Center

  • 49 = External Cisco Virtualized Voice Browser for remote Data Center

  • 50 = External gateway for remote Data Center

  • 51 = ECE Web Server

  • 52 = ECE Web Server for remote Data Center

  • 53 = CCE Logger (For PCCE deployments)

  • 54 = Data Connector

  • 55 = External Media Server (For PCCE deployments)

  • 56 = External Media Server for Data Center (For PCCE deployments)

DBINT

NOT NULL

VMHostID

If the machine is a VM, this is a pointer to the VM host.

DBINT

NULL

VMInstanceUuid

If the machine is a VM, this is the instance UUID. If the machine is not a VM, this is set to null.

varchar(64)

NULL

ECE_WEB_SERVER

DC_ECE_WEB_SERVER

1 PCCE deployments support Coresident Unified IC Publisher and Coresident Unified IC Subscriber only.

Machine Host Attributes

This table stores Machine host attributes. This table is for future use.

Related Tables

  • Machine_Host

Table 238. Indexes for the Machine_Host_Attributes Table

constraint_name

constraint_type

columns_name

XPKMachine_Host_Attributes

Primary key

MachineHostAttributeID

Attributename
Table 239. Fields in the Machine_Host_Attributes Table

Name

Description

Data Type

Keys and NULL Option

Attributename

Name of the attribute

VARCHAR(255)

NOT NULL

AttributeValue

Value of the attribute

VARCHAR(512)

NOT NULL

Category

Is used to segregate the attributes type if required for future use

DBSMALLINT

NULL

MachineHostID

Foreign key from the MachineHost

DBINT

NOT NULL

MachineHostAttributeID

DBINT

NOT NULL

Machine_Service

This table stores connection information for each service running on a host. The parent is Machine_Host.

Table 240. Fields in Machine_Service Table
Name Description Data Type Keys and NULL Option

AutoGenerated

Whether the record was autogenerated by the system. Once a user modifies a record, the value is set to False ('N').

DBCHAR

NOT NULL

Description

The description.

DESCRIPTION

NULL

EnablePassword

An optional encrypted password required for some Gateway operations.

varbinary(max)

NULL

MachineAddressID

The Service IP Address (foreign key to the Machine_Address table).

DBINT

NOT NULL

MachineConnectionProfileID

The foreign key to the Machine_Connection_Profile table.

DBINT

NULL

MachineHostID

The parent of the table (foreign key to the Machine_Host table).

DBINT

NOT NULL

MachineServiceID

The database ID of the row.

DBINT

NOT NULL

OutOfSyncTimestamp

Indicates whether the service is configured correctly or not. If the column contains any timestamp, it indicates that the service is currently out-of-sync' and it requires retrial for configuration sync.

The timestamp can optionally be used to notify the exact time when the service went 'out-of-sync'.

Note

 

This table is not applicable for Unified CCE.

DBDATETIME

Optional (NULL)

Pairing

Used to match services paired with one or more peers. ServiceType entries with the same Pairing values are associated with each other and identify alternate service paths for various failure conditions.

varchar(128)

NULL

Password

An optional encrypted password required to connect to a service.

varbinary(max)

NULL

ServicePort

The service port (inull means use default).

DBINT

NULL

ServiceType

The machine service type.

Valid values are:

  • 1 = Peripheral Gateway TIP

  • 2 = Router TIP

  • 3 = LiveData Active MQ

  • 4 = Peripheral Gateway TIP TOS

  • 5 = Router TIP TOS

  • 6 = LiveData Storm DRPC

  • 7 = LiveData Socket.IO

  • 8 = LiveData Web Service Rest API

  • 9 = LiveData Cassandra

  • 10 = Administration & Data Server (AW) Rest API

  • 11 = Media Routing Peripheral Gateway Connection

  • 12 = Voice Response Unit Connection

  • 13 = Unified Communications Manager Connection

  • 1000 = ESXi

  • 1002 = AXL

  • 1003 = Diagnostic Portal

  • 1004 = ISE Authentication

  • 1006 = Management Link

  • 1007 = Administration

  • 1008 = Customer Collaboration Platform REST API

  • 1009 = Media Routing Peripheral Gateway A

  • 1010 = Media Routing Peripheral Gateway B

  • 1011 = Principal AW

  • 1013 = Identity Server

  • 1014 = Publisher/Primary Machine IP Address

  • 1015 = Identity Server Primary Machine IP Address

  • 1016 = Identity Server Secondary Machine IP Address

  • 1025 = Cloud Connect Management Connection

  • 1028 = Cloud Connect Data Conn Connection

The following values are applicable only for PCCE deployments:

  • 1005 = Gateway

  • 1017 = Cisco Virtualized Voice Browser IP Address

  • 1018 = Data Center IP Address

  • 1019 = Either Side A or Side B of a Machine

  • 1020 = CVP Machine side A or Side B

  • 1021= CVP Message Bus information

  • 1022 = CVP Backup Server

  • 1023 = FTP_Credential

  • 1024 = Principal VVB

  • 1029 = Media Server

DBINT

NOT NULL

ServiceUri

The uri to service for Web-based services.

varchar(255)

NULL

UserName

An optional user name required to connect to a service.

varchar(255)

NULL

Master_Script

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

Each row identifies a routing script or an administrative script. Each master script might have several versions. Information about each version is stored in the Script table. A new Master_Script record is created whenever you save a script with a new name in the Script Editor.

Related Tables

Admin_Script_Schedule_Map (via MasterScriptID)

Customer_Definition(via CustomerDefinitionID)

Business_Entity (via EntityID)

Call_Type_Map (via MasterScriptID)

Call_Type_Real_Time (via MasterScriptID)

Script (via MasterScriptID)

Table 241. Indexes for Master_Script Table

index_name

index_description

index_keys

XIE1Master_Script

Nonclustered index located on PRIMARY

DateTimeStamp

XAK1Master_Script

nonclustered, unique, unique key located on PRIMARY

CustomerIdShadow, EntityID, EnterpriseName

XPKMaster_Script

clustered, unique, primary key located on PRIMARY

MasterScriptID

Table 242. Fields in Master_Script Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CurrentVersion

Specifies the version of the script that is currently available for use.

DBINT NOT NULL
CustomerDefinitionID

Identifies the customer definition associated with the script.

DBINT FK NULL
CustomerIdShadow

A "shadow" CustomerDefinitionID that allows multiple scripts with the same EnterpriseName and different customer numbers.

DBINT AK-1 NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
DepartmentID

Foreign key from Department. NULL for global department.

 DBINT NULL
Description

Additional information about the script.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the master script. The name must be unique among all master scripts within the business entity.

varchar(64) AK-1 NOT NULL
EntityID

If partitioning is enabled, indicates the business entity to which the master script belongs.

DBINT AK-1, FK NOT NULL
MasterScriptID

Unique identifier for this master script.

DBINT PK NOT NULL
NextAvailableVersion

The next version number available for the script.

DBINT NOT NULL
ScriptType

Indicates whether the script is a routing script or an administrative script.

DBSMALLINT NOT NULL

Media_Class

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

Information in this table defines a type of media class. This table is populated initially with default media classes.

Related Table

Media_Routing_Domain table via the MediaClassID field.

Table 243. Indexes for Media_Class Table

index_name

index_description

index_keys

XAK1Media_Class

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKMedia_Class

clustered, unique, primary key located on PRIMARY

MediaClassID

Table 244. Fields in Media_Class Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about this media class.

DESCRIPTION NULL
EnterpriseName

A unique name for this media class.

VNAME32 AK-1 NOT NULL

MaxTaskDuration

The maximum time a task can be active for an agent. Default: 28800

DBINT

NOT NULL

MediaClassID

A unique identifier for a media class.

DBINT PK NOT NULL

TaskLife

If the connection between the Agent PG and the Application Instance drops for more than the TaskLife timeout period, the task is terminated. Default: 1: 1200; 2: 1200; 3: 1200; 4: 300; 5: 300

DBINT

NOT NULL

TaskStartTimeout

After a task is routed to an agent, the Application Instance must send either an Offer Task or Start Task message within the specified TaskStartTimeout. If the TaskStartTimeout expires, the task is marked as abandoned before offered. Default: 30

DBINT

NOT NULL

Type

Media types:

0 – Unknown

1- Telephony

2 - Chat

3 - Email

DBINT

NOT NULL

Type

Media types:

1 - Telephony

2 - Chat

3 - Email

4 - RSS

5 - Facebook

6 - Twitter

7- Push

8 - Task

DBINT

NOT NULL

Media_Routing_Domain

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

It describes a single implementation of a media class. For example, a media class such as Cisco single-session chat might have one or more Media Routing Domains (MRDs) defined. These MRDs would all be of the same media class. However, they might be on different servers or handle slightly different types of requests (for example, English single-session chat and Spanish single-session chat).

Related Tables

Media_Class (via MediaClassID)

Application_Path_Member(via MRDomainID)

Skill_Group (via MRDomainID)

Agent_State_Trace (via MRDomainID)

Agent_Event_Detail (via MRDomainID)

Service (via MRDomainID)

Agent_Real_Time (via MRDomainID)

Agent_Logout (via MRDomainID)

Termination_Call_Detail (via MRDomainID)

Peripheral_Real_Time(via MRDomainID)

Peripheral_Default_Route (via MRDomainID)

Dialed_Number (via MRDomainID)

Service_Level_Threshold (via MRDomainID)


Note

  • Media Routing Domain and Device Data: Each Media Routing Domain maps to zero one or more Peripheral Half Hour and Peripheral Real Time rows, Peripheral Default Routes, and Dialed Numbers. Each Peripheral Half Hour and Real Time row, each Peripheral Default Route, and each Dialed Number maps to exactly one Media Routing Domain.

  • Media Routing Domain and Skill Target Data: Each Media Routing Domain maps to zero one or more Skill Groups, Agent State Trace rows, Agent Half Hour rows, Services, Agent Real Time rows, Agent Logout rows, and Termination Call Detail rows. Each Skill Group, Agent State Trace row, Agent Half Hour row, Service, Agent Real Time row, Agent Logout row, and Termination Call Detail row maps to exactly one Media Routing Domain.

Table 245. Indexes for Media_Routing_Domain Table

index_name

index_description

index_keys

XAK1Media_Routing_Domain

clustered, unique, unique key located on PRIMARY

EnterpriseName

XPKMedia_Routing_Domain

nonclustered, unique, primary key located on PRIMARY

MRDomainID

Table 246. Fields in Media_Routing_Domain Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about this media routing domain.

DESCRIPTION NULL
EnterpriseName

A unique name for this media class. Initially, the EnterpriseName is set to Cisco_Voice.

VNAME32 AK-1 NOT NULL
Interruptible

Specifies whether or not a task can be interrupted by another task:

  • Y = Task can be interrupted.

  • N = Task cannot be interrupted.

Note

 

If you change the MRD from interruptible to non-interruptible or vice versa, the change takes effect once the agent logs out and then logs back in on that media routing domain.

DBCHAR NOT NULL
MaxCallsInQueue

The maximum number of calls allowed to be in queue for the selected MRDomainID. Default is NULL.

DBINT NULL
MaxCallsInQueuePerCallType

The maximum number of calls allowed to be in queue for a call type of the selected MRDomainID. Default is NULL.

DBINT NULL

MaxTaskDuration

The maximum time a task can be associated with an agent.

DBINT

NULL

MaxTimeInQueue

The maximum number of seconds a call is allowed to be in a queue for the selected MRDomainID. Default is NULL.

DBINT NULL
MediaClassID

A unique identifier for a media class.

DBINT FK NOT NULL
MRDomainID

Unique identifier for this media routing domain. Initially, the MRDomainID is set to 1.

DBINT PK NOT NULL
ServiceLevelThreshold

The default value of the ServiceLevelThreshold field for services associated with this MRD.

DBINT NOT NULL
ServiceLevelType

The default value for the ServiceLevelType field for each service associated with this MRD. This indicates how the system software calculates the service level.

DBSMALLINT NOT NULL

TaskLife

If the connection between the Agent PG and the Application Instance drops for more than the TaskLife timeout period, the task is terminated. The default value is 300 seconds.

DBINT

NULL

TaskStartTimeout

After a task is routed to an agent, the Application Instance must send either an Offer Task or Start Task message within the specified TaskStartTimeout. If the TaskStartTimeout expires, the task is marked as abandoned before offered.

DBINT

NULL

Network_Event_Detail

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

Provides carrier network events associated with calls processed by a Network Applications Manager (NAM). The data in this table includes events related to all call legs that happen under the control of the NIC. This includes the incoming call leg, any temporary call legs (IVR sessions under NIC control), and all outgoing call legs.

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

Table 247. Indexes for Network_Event_Detail Table

index_name

index_description

index_keys

XAK1Network_Event_Detail

clustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Network_Event_Detail

nonclustered located on PRIMARY

DateTime

Table 248. Fields in Network_Event_Detail Table
Name Description Data Type Keys and NULL Option
CallLegID

The LegID identifies the calling party the event pertains to. LegIDs are typically numbered starting with 1 (for example: LegID1 = Calling Party) and incremented for the next party (agents are typically LegID2).

DBSMALLINT NOT NULL
DateTime

Timestamp of receipt of event at the NIC (in UTC)..

DBDATETIME NOT NULL
Duration

The duration is written for DISCONNECT/UNKNOWN events. Unless an error occurs, the Disconnect event will be written with the duration. If the call ends for a reason other than Disconnect event (e.g. - network stops call), an Unknown event will be written with the duration.

DBINT NULL
Event

Valid values are:

  • 1 = RouteSelectFailure

  • 2 = CallPartyBusy

  • 3= NoAnswer

  • 4 = Answer

  • 5 = Abandon

  • 6 = Disconnect

  • 7 = Unknown

DBSMALLINT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
RouterCallKey

Used with RouterCallKeyDay and RouterCallKeySequenceNumber to identify the Route_Call_Detail record. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight.

DBINT NOT NULL
RouterCallKeyDay

Used with the RouterCallKey and RouterCallKeySequenceNumber to identify the related Route_Call_Detail record. Together with RouterCallKey, the RouterCallKeyDay value forms a unique 64-bit key for the call. This field also provide a link to the CustomerID via the DialedNumberID in the Route_Call_Detail record. This link can only be used if CustomerID and Dialed Numbers are implemented on the NAM.

DBINT NOT NULL
RouterCallKeySequenceNumber

Currently set to zero (0).

DBINT NULL
TimeZone

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

DBINT NULL
Value1

A value dependent upon the event and interface that provides additional reporting information. This might contain a network-provided releaseCause (for DISCONNECT), failureCause (ROUTE_SELECT_FAILURE), etc.

DBINT NULL
Value2

Reserved for future use.

varchar(128) NULL

Network_Target

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

Each row identifies an announcement, a peripheral target, or a scheduled target.

The system software automatically maintains the Network_Target table when add or delete an announcement, peripheral target, or scheduled target through Unified ICM Configuration Manager.

Related Tables

Announcement (via NetworkTargetID)

Label (via NetworkTargetID)

Network_Vru(via NetworkTargetID)

Peripheral_Target (via NetworkTargetID)

Route_Call_Detail (via NetworkTargetID)

Scheduled_Target (via NetworkTargetID)

Termination_Call_Detail (via NetworkTargetID)

Table 249. Indexes for Network_Target Table

index_name

index_description

index_keys

XPKNetwork_Target

clustered, unique, primary key located on PRIMARY

NetworkTargetID

Table 250. Fields in Network_Target Table
Name Description Data Type Keys and NULL Option
NetworkTargetID

Unique identifier for this target.

DBINT PK NOT NULL
NetworkTargetType

Type of target:

  • 1 = Announcement

  • 2 = Peripheral target

  • 3 = Device target (deprecated)

  • 4 = Network VRU Bank (Simplified Unified CCE)

  • 5 = Scheduled target

DBSMALLINT NOT NULL

Network_Trunk_Group

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

Lists the trunk groups understood by the telephone network. A network trunk group may be the same as a trunk group defined at a peripheral or it may be a combination of peripheral trunk groups.

Use Unified ICM Configuration Manager to create, update, and delete network trunk groups.

Related Tables

Logical_Interface_Controller(via LogicalControllerID)

Network_Trunk_Group_Half_Hour (via NetworkTrunkGroupID)

Network_Trunk_Group_Real_Time (via NetworkTrunkGroupID)

Peripheral (via PeripheralID)

Peripheral_Target (via NetworkTrunkGroupID)

Trunk_Group (via NetworkTrunkGroupID)

Table 251. Indexes for Network_Trunk_Group Table

index_name

index_description

index_keys

XAK1Network_Trunk_Group

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIF126Network_Trunk_Group

nonclustered located on PRIMARY

LogicalControllerID

XPKNetwork_Trunk_Group

clustered, unique, primary key located on PRIMARY

NetworkTrunkGroupID

Table 252. Fields in Network_Trunk_Group Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the network trunk group.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the network trunk group. This name must be unique among all network trunk groups in the enterprise.

VNAME32 AK-1 NOT NULL
LogicalControllerID

Identifies the PG associated with the network trunk group.

DBSMALLINT FK NOT NULL
NetworkTrunkGroupID

A unique identifier for the network trunk group.

DBINT PK NOT NULL

Network_Trunk_Group_Half_Hour

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

It gets populated on central and HDS databases and provides statistics for each network trunk group defined in the system. These statistics are updated every 30 minutes.

The system software generates Network_Trunk_Group_Half_Hour records for each network trunk group.

Related Table

Network_Trunk_Group (via NetworkTrunkGroupID)

Table 253. Indexes for Network_Trunk_Group_Half_Hour Table

index_name

index_description

index_keys

XAK1Network_Trunk_Group_Half_H

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Network_Trunk_Group_Half_H

Nonclustered located on PRIMARY

DbDateTime

XPKNetwork_Trunk_Group_Half_Ho

Clustered, unique, primary key located on PRIMARY

NetworkTrunkGroupID, DateTime, TimeZone

Table 254. Fields in Network_Trunk_Group_Half_Hour Table
Name Description Data Type Keys and NULL Option
AllTrunksBusyToHalf

Total number of seconds for which all trunks in the network trunk group were busy simultaneously during the half-hour interval.

DBINT NULL
CallsAbandonedToHalf

Number of calls to the network trunk group that were abandoned during the half-hour interval.

DBINT NULL
CallsInToHalf

Number of inbound calls offered to the network trunk group during the half-hour interval.

DBINT NULL
CallsOutToHalf

Number of outbound calls sent on the network trunk group during the half-hour interval.

DBINT NULL
DateTime

The date and time at the start of the half-hour interval.

DBSMALLDATE PK NOT NULL
DbDateTime

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

DBDATETIME IE-1 NULL
InServiceTimeToHalf

Aggregate number of seconds trunks in the group were in service during the half-hour interval.

DBINT NULL
InUseInboundTimeToHalf

Aggregate number of seconds trunks in the group were in use for inbound calls during the half-hour interval.

DBINT NULL
InUseOutboundTimeToHalf

Aggregate number of seconds trunks in the group were in use for outbound calls during the half-hour interval.

DBINT NULL
NetworkTrunkGroupID

Identifies the network trunk group.

DBINT PK NOT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

NOT NULL
TimeZone

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

DBINT PK NOT NULL
TrunksIdle

Number of idle trunks in the network trunk group at the end of the half-hour interval.

DBINT NULL
TrunksInService

Number of in-service trunks in the network trunk group at the end of the half-hour interval.

DBINT NULL

Network_Trunk_Group_Real_Time

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

Local database only.

Provides real-time statistics for each network trunk group in the system.

The system software generates a Network_Trunk_Group_Real_Time record for each network trunk group.

Related Table

Network_Trunk_Group (via NetworkTrunkGroupID)

Table 255. Indexes for Network_Trunk_Group_Real_Time Table

index_name

index_description

index_keys

XPKNetwork_Trunk_Group_Real_Ti

clustered, unique, primary key located on PRIMARY

NetworkTrunkGroupID

Table 256. Fields in Network_Trunk_Group_Real_Time Table
Name Description Data Type Keys and NULL Option
AllTrunksBusyHalf

Total number of seconds that all trunks in the network trunk group have been simultaneously busy during the current half-hour interval.

DBINT NULL
AllTrunksBusyToday

Total number of seconds that all trunks in the network trunk group have been simultaneously busy since midnight.

DBINT NULL
CallsAbandonedHalf

Number of calls to the network trunk group that were abandoned during the current half-hour interval.

DBINT NULL
CallsAbandonedToday

Number of calls to the network trunk group that were abandoned since midnight.

DBINT NULL
CallsInHalf

Number of inbound calls that have been received on the network trunk group during the current half-hour interval.

DBINT NULL
CallsInNow

Number of inbound calls currently in progress on the network trunk group.

DBINT NULL
CallsInToday

Number of inbound calls that have been received on the network trunk group since midnight.

DBINT NULL
CallsOutHalf

Number of outbound calls that have been sent on the network trunk group during the current half-hour interval.

DBINT NULL
CallsOutNow

Number of outbound calls currently in progress on the network trunk group.

DBINT NULL
CallsOutToday

Number of outbound calls that have been sent on the network trunk group since midnight.

DBINT NULL
DateTime

The date and time at which the row was generated.

DBDATETIME NOT NULL
InServiceTimeHalf

Aggregate number of seconds that trunks in the network trunk group have been in service during the current half-hour interval.

DBINT NULL
InServiceTimeToday

Aggregate number of seconds that trunks in the network trunk group have been in service since midnight.

DBINT NULL
InUseInboundTimeHalf

Aggregate number of seconds that trunks in the network trunk group have been used for inbound calls during the current half-hour interval.

DBINT NULL
InUseInboundTimeToday

Aggregate number of seconds that trunks in the network trunk group have been used for inbound calls since midnight.

DBINT NULL
InUseOutboundTimeHalf

Aggregate number of seconds that trunks in the network trunk group have been used for outbound calls during the current half-hour interval.

DBINT NULL
InUseOutboundTimeToday

Aggregate number of seconds that trunks in the network trunk group have been used for outbound calls since midnight.

DBINT NULL
NetworkTrunkGroupID

Identifies the network trunk group.

DBINT PK, FK NOT NULL
TrunksIdle

Number of trunks currently idle for the network trunk group.

DBINT NULL
TrunksInService

Number of trunks currently in service for the network trunk group.

DBINT NULL

Network_Vru

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

Contains one row for each network VRU. The system software can send a customer call to a network VRU. Use Unified ICM Configuration Manager to create, modify, and delete Network VRU rows.

Related Tables

Table 257. Indexes for Network_Vru Table

index_name

index_description

index_keys

XPKNetwork_Vru

Primary key

NetworkTargetID

XAK1Network_Vru

Unique key

EnterpriseName

Table 258. Fields in Network_Vru Table

Name

Description

Data Type

Keys and NULL Option

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME

NULL

Description

Additional information about the network VRU.

DESCRIPTION

NULL

ECCPayloadID

The unique ID of the ECC payload that is used for all messages to this Network VRU. If no value is given, the Network VRU uses the Default ECC payload.

DBINT

NULL

EnterpriseName

A name that is unique among all network VRUs in the enterprise.

VNAME32

AK

NOT NULL

NetworkTargetID

Foreign key from the Network Target table.

DBINT

PK, FK

NOT NULL

Type

The type of network VRU. Valid options are: 2, 3, 5, 6, 7, and 8. (Types 1 and 4 are not implemented.)

To see more on these values, see Network Vru Type.

DBINT

NOT NULL

Network_Vru_Bank

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

This table is mainly used for load-balancing calls across multiple IVRs. The trunk group capacity will be the key to the selection of an IVR for queuing.

Related Tables

Customer_Definition (via CustomerDefinitionID)

Network_Vru (via NetworkTargetID)

Table 259. Indexes for Network_Vru_Bank Table

index_name

index_description

index_keys

XAK1Network_Vru_Bank

nonclustered, unique, unique key located on PRIMARY

TrunkGroupID

XPKNetwork_Vru_Bank

clustered, unique, primary key located on PRIMARY

NetworkTargetID

Table 260. Fields in Network_Vru_Bank Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
NetworkTargetID

Unique identifier for the Network VRU member.

DBINT PK, NOT NULL
NetworkVruNetworkTargetID

Foreign key from the Network Target table. This is pointing at the type-9 Network VRU.

DBINT FK, NOT NULL
TranslationRouteSkillTargetID

Foreign key from Translation Route.

DBINT NULL
TrunkGroupID

Foreign key from the Trunk Group table. Indicates the Trunk Group associated with this Network VRU member.

DBINT FK, NOT NULL

Network_Vru_Script

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

Each row identifies a script used by a network VRU to handle a call. A VRU script is managed by the VRU itself. It is not stored in the system database or directly managed by the system software. The system software can only direct the VRU to run the script. You can configure a VRU script in the Unified ICM Configuration Manager. You can then reference it in a routing script.

Related Tables

Customer_Definition (via CustomerDefinitionID)

Network_Vru (via NetworkTargetID)

Table 261. Indexes for Network_Vru_Script Table

index_name

index_description

index_keys

XAK1Network_VRU_Script

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XAK2Network_VRU_Script

nonclustered, unique, unique key located on PRIMARY

VruScriptName, NetworkTargetID

XPKNetwork_VRU_Script

clustered, unique, primary key located on PRIMARY

NetworkVruScriptID

Table 262. Fields in Network_Vru_Script Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ConfigParam

An optional string that is sent to the VRU to initialize the script.

varchar(255) NULL
CustomerDefinitionID

Identifies the customer definition associated with the script.

DBINT FK NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
DepartmentID

Foreign key from Department. NULL for global department.

 DBINT NULL
Description

Additional information about the script.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the VRU script. This name must be unique among all VRU scripts in the enterprise.

VNAME32 AK-1 NOT NULL
Interruptible

Indicates whether the script can be interrupted (for example, if an agent becomes available to handle the call):

  • Y = Interruptible

  • N = Not interruptible

DBCHAR NOT NULL
NetworkTargetID

Identifies the network VRU associated with the script.

DBINT AK-2, FK NOT NULL
NetworkVruScriptID

A unique identifier the system software uses for the script.

DBINT PK NOT NULL
Overridable

Indicates whether the VRU script itself can override its Interruptible flag:

  • Y = Yes, VRU script can override

  • N= No, VRU script cannot override

DBCHAR NOT NULL
Timeout

Number of seconds for the system software to wait for a response from the routing client after directing it to run the script.

DBINT NOT NULL
VruScriptName

The name of the script on the VRU.

varchar(40) AK-2 NOT NULL

Next_Available_Number

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

Each row identifies the next available unique integer ID value for a specific database table. The system software automatically maintains the Next_Available_Number table.

Table 263. Indexes for Next_Available_Number Table

index_name

index_description

index_keys

XAK1Next_Available_Number

nonclustered, unique, unique key located on PRIMARY

TableName

Table 264. Fields in Next_Available_Number Table
Name Description Data Type Keys and NULL Option
NextAvailableNumber

The next available unique ID value for the table.

DBINT NOT NULL
TableName

The name of the table associated with the row.

varchar(30) AK-1 NOT NULL

Object_Access_Xref

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

Lists the access levels available for each object type.

Related Table

Object_List (via ObjectType)

Table 265. Indexes for Object_Access_Xref Table

index_name

index_description

index_keys

XAK1Object_Access_Xref

nonclustered, unique, unique key located on PRIMARY

AccessLevel, ObjectType

XPKObject_Access_Xref

clustered, unique, primary key located on PRIMARY

ObjectAccessXrefID

Table 266. Fields in Object_Access_Xref Table
Name Description Data Type Keys and NULL Option
AccessLevel

Indicates an access level supported by the object type. To see values. see Access Levels.

DBINT AK-1 NOT NULL
ObjectAccessXrefID

A unique identifier for the record.

DBINT PK NOT NULL
ObjectType

Identifies the object type.

DBINT AK-1 NOT NULL

Object_List

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

Lists the objects that are available.

Related Tables

ClassID_To_ObjectType (via ObjectType)

Ids (via ObjectType)

Object_Access_Xref (via ObjectType)

Table 267. Indexes for Object_List Table

index_name

index_description

index_keys

XAK1Object_List

nonclustered, unique, unique key located on PRIMARY

Name

XPKSecurity__Object

clustered, unique, primary key located on PRIMARY

ObjectType

Table 268. Fields in Object_List Table
Name Description Data Type Keys and NULL Option
Description

Additional information about the object.

DESCRIPTION NULL
Name

The name of the object.

varchar(30) AK-1 NOT NULL
ObjectType

A unique identifier for the object type.

DBINT PK NOT NULL

Object_Security

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

Specifies the access level each user or group has to individual objects. The Primary Key (PK) is nonclustered. The AlternateKey (AK) is clustered.

Related Tables

Ids (via ObjectType)

User_Group (via UserGroupName)

Table 269. Indexes for Object_Security Table

index_name

index_description

index_keys

XAK1Object_Security

clustered, unique, unique key located on PRIMARY

UserGroupName, ObjectID, ObjectType

XIE1Object_Security

nonclustered located on PRIMARY

UserGroupName

XPKObject_Security

nonclustered, unique, primary key located on PRIMARY

ObjectSecurityID

Table 270. Fields in Object_Security Table
Name Description Data Type Keys and NULL Option
AccessLevel

Specifies the access level the group has to the object. To see values. see Access Levels.

DBINT NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
ObjectID

Identifies the specific object.

DBINT AK-1 NOT NULL
ObjectSecurityID

A unique identifier for the row.

DBINT PK NOT NULL
ObjectType

Identifies the type of object.

DBINT AK-1 NOT NULL
UserGroupName

Identifies the user group.

varchar(64) AK-1, IE-1 NOT NULL

Person

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

Provides primary identification and authentication for all system users, including both agents and administrators.

Related Table

Agent (via PersonID)

Table 271. Indexes for Person Table

index_name

index_description

index_keys

XAK2Person

nonclustered, unique, unique key located on PRIMARY

LoginNameShadow

XIE1Person

nonclustered located on PRIMARY

FirstName, LastName

XPKPerson

clustered, unique, primary key located on PRIMARY

PersonID

Table 272. Fields in Person Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

Incremented when the record is changed in the central database.

DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about this person.

DESCRIPTION NULL
FirstName

The person's first name.

VNAME32 NOT NULL
LastName

The person's last name.

VNAME32 AK-1, IE-1 NOT NULL
LoginEnabled

Specifies whether login is allowed for this person: Y: yes, N: no.

DBCHAR NOT NULL
LoginName

The person's login or user name.

In a Packaged CCE deployment, the FirstName, LastName, and LoginName appear as the value in the Agent Report Value List.

VARCHAR(255)

NOT NULL
LoginNameShadow

A login name in uppercase or lowercase, as indicated in ICR Globals.

VARCHAR(255)

AK-2 NOT NULL
Password

An optional encrypted password.

varchar NULL
PasswordChangeRequired

Reserved for future use.

DBSMALLINT NOT NULL
PasswordLastChangedTime

The time when the password was changed last. If it is a new password, the time when it was created.

 DBDATETIME NULL
PersonID

A unique identifier.

DBINT PK NOT NULL

SSOEnabled

A flag that indicates if the agent is enabled for SSO Login when the system is configured in hybrid SSO mode.

  • 0 = Disabled

  • 1 = Enabled

DBSMALLINT

NOT NULL

VerificationStatus

The verification status of the person's login:

  • N = Not Verified (the default)

  • V = Verified

  • S = Synchronized (loaded from an external source)

CHAR(1)

NULL

ECEPerson*

Indicates if the person is configured in ECE or not.

Stored as Y or N. Default = N.

DBCHAR

NOT NULL

Enc2Password

Password encrypted using SHA-256 algorithm

VARCHAR(255)

NULL

ScreenName*

Screen name of the person configured in ECE.

VNAME32

NULL

EmailAddress*

Email address of the person configured in ECE.

VARCHAR(50)

NULL

Languages*

List of languages associated with the person configured in ECE separated by comma.

VARCHAR(128)

NULL

* Indicates the ECE-related attributes for a given Person record. The ECE agent configuration is integrated in Packaged CCE from Release 12.0.

Peripheral

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

Each row corresponds to an ACD or PBX at a call center. Use the PG Explorer to add, update, and delete Peripheral records.

Related Tables

Table 273. Indexes for Peripheral Table

index_name

index_description

index_keys

XAK1Peripheral

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Peripheral

nonclustered located on PRIMARY

PeripheralName

XIE2Peripheral

nonclustered located on PRIMARY

LogicalControllerID

XIE3Peripheral

nonclustered located on PRIMARY

AgentDeskSettingsID

XPKPeripheral

clustered, unique, primary key located on PRIMARY

PeripheralID

Table 274. Fields in Peripheral Table
Name Description Data Type Keys and NULL Option
AbandonedCallWaitTime

Minimum time in seconds an incoming call must be queued before being considered an abandoned call if the caller disconnects the call.

DBSMALLINT NOT NULL
AgentAutoConfig

Specifies whether agent auto- configuration is enabled for the peripheral. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
AgentDeskSettingsID

Optionally, indicates an Agent Desk Settings record associated with the peripheral.

DBINT FK, IE-3 NULL
AgentEventDetail

Specifies whether or not Agent Event Detail reporting is enabled for a peripheral. Default value is:

  • Y for an Unified CCE peripherals

  • N for non-Unified CCE peripherals

DBCHAR NOT NULL
AgentReporting

Specifies whether agent reporting is enabled for the peripheral. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
AgentTargetingMethod

Determines if the Router will target agents based on Rules.

DBINT NOT NULL
AnsweredShortCallsThreshold

Maximum duration, in seconds, for a short call. Any calls with a duration below the threshold are considered short. You might then choose to factor out short calls from handle times you calculate.

DBINT NULL
AvailableHoldoffDelay

Default value of the AvailableHoldoffDelay field for Skill Groups associated with this peripheral. You can override the default for individual skill groups.

DBSMALLINT NOT NULL
CallControlVariableMap

String containing the mapping between the peripheral's call control variables and system software variables.

varchar(128) NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ClientType

The type of the peripheral. To see Client Type values, see Client Type.

DBSMALLINT NOT NULL
ConfigParam

Configuration parameters to be passed to the peripheral.

varchar(255) NULL
CustomerDefinitionID

Maps Customer to Peripheral in CCMP/CCDM deployments.

DBINT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the peripheral.

DESCRIPTION NULL
EnterpriseName

An enterprise name for this peripheral. The name must be unique among all peripherals in the enterprise.

VNAME32 AK-1 NOT NULL
InternalIPTAOnly

Indicates whether this is an 'Unified ICM picks the agent' (IPTA) peripheral.

Either 'Y' or 'N'. Default = 'N'.

DBCHAR NOT NULL
Location

Peripheral's location.

VNAME32 NULL
LogicalControllerID

Foreign key of the Logical Interface Controller (Peripheral Gateway) that is attached to the switch.

DBSMALLINT FK, IE-2 NOT NULL
MaxConcurrentAgentLimit DBINT NULL
MaxPeripheralAgentQueuePair DBINT NULL
MultilineAgentControl

This setting indicates whether this agent peripheral supports multi-line control for all agents with more than one line configured on the phone.

Values:

  • 0 = Single line monitoring and reporting (default)

  • 1 = Multi line monitoring and reporting

DBINT NOT NULL, default=0
MultilineAgentStateBehavior

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

Values:

  • 0 = Agent State is unchanged when agent is on a call on a secondary line

  • 1 = Agent State is set to NOT READY with a system reason code when agent answers or places a call on a secondary line while in the AVAILABLE or NOT READY state

DBINT NOT NULL, default=0
NetworkTargetID

Identifies the network VRU, if any, associated with the peripheral.

DBINT FK NULL
PeripheralAutoConfig

Used to indicate that the peripheral uses auto-configuration.

Default = 'N'.

DBCHAR NOT NULL
PeripheralID

A unique identifier for this peripheral.

DBSMALLINT PK NOT NULL
PeripheralName

The name of the peripheral as it is known at the site.

VNAME32 IE-1 NOT NULL
PeripheralServiceLevelType

Default value for the PeripheralServiceLevelType for each service associated with the peripheral. You can override this default for individual services. Valid options for Aspect types are:

  • 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).

DBSMALLINT NOT NULL
SubSkillGroupMask

A series of characters (Y and N) indicating which sub-skill groups to create for each skill group associated with the peripheral.

varchar(64) NULL

Peripheral_Default_Route

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

Each row specifies the default route to be used for accounting calls at the peripheral that are otherwise not accounted for.

The system software automatically generates a Peripheral_Default_Route record for each Peripheral. You can modify the record through the PG Explorer tool.

Related Tables

Media_Routing_Domain (via MRDomainID)

Peripheral (via PeripheralID)

Route (via RouteID)

Table 275. Indexes for Peripheral_Default_Route Table

index_name

index_description

index_keys

XIE1Peripheral_Default_Route

nonclustered located on PRIMARY

RouteID

XPKPeripheral_Default_Route

clustered, unique, primary key located on PRIMARY

PeripheralID, MRDomainID

Table 276. Fields in Peripheral_Default_Route Table
Name Description Data Type Keys and NULL Option
MRDomainID

The Media Routing Domain associated with this peripheral default route.

DBINT PK, FK NOT NULL
PeripheralID

Link to the Peripheral table.

DBSMALLINT PK, FK NOT NULL
RouteID

Foreign key from the Route table.

DBINT FK, IE-1 NULL

Peripheral_Interval

This section describes the Peripheral Interval table.

Table 277. Indexes for Peripheral_Interval Table

index_name

index_description

index_keys

XAK1Peripheral_Interval

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Peripheral_Interval

Nonclustered located on PRIMARY

DbDateTime

XIE2Peripheral_Interval

Nonclustered located on PRIMARY

ReportingHalfHour

XIE3Peripheral_Interval

Nonclustered located on PRIMARY

ReportingInterval

XPKPeripheral_Interval

Clustered, unique, primary key located on PRIMARY

DateTime, PeripheralID, TimeZone, MRDomainID

Table 278. Fields in Peripheral_Interval Table
Name Description Data Type Keys and NULL Option
ActivePeripheralDataTime

Number of seconds the associated Peripheral Gateway was able to provide peripheral data services to the CallRouter during the half-hour interval.

DBINT NULL
ActiveRoutingClientTime

Number of seconds the associated Peripheral Gateway was able to provide routing client support to the CallRouter during the half-hour interval.

DBINT NULL
ActivePeripheralTime

Number of seconds the associated Peripheral Gateways connections to the peripheral were in the Active state during the half-hour interval.

DBINT NULL
ActiveCTIServerTime

Number of seconds the associated CTI Server was active during the half-hour interval.

DBINT NULL
CallsOffered

Total number of incoming ACD calls and internal ACD calls offered to the peripheral during the reporting interval.

In Unified CCE, if a call goes through Redirection on No Answer (RONA) to a VRU and an agent answers later, this field is incremented as follows:

  1. When the call RONAs to the VRU

  2. When the call is sent from the VRU to the agent.

  3. When the agent completes the call.

In Unified CCE with a Unified CCE System PG, if a call RONAs to a VRU and an agent answers later, this field is incremented only when the agent completes the call.

DBINT NULL
DbDateTime

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

DBDATETIME IE1, NULL
DateTime

Central Controller date and time at the start of the half-hour interval.

DBSMALLDATE PK1 NOT NULL

MaxCVPCallControlPorts

The maximum number of CVP Call control ports in use for the interval.

DBINT

NULL

MaxNumberLoggedOnAgents

The maximum number of concurrent agents logged on in the half hour interval.

DBINT NULL
MaxCallsInProgress

The maximum number of calls in progress at any sample point during the reporting period. This is implemented as the highest value of PeripheralRealTime.CallsInProgress encountered during the above sampling.

DBINT NULL

MaxVRUPorts

The maximum number of VRU ports in use for the interval.

DBINT

NULL

MRDomainID

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

DBINT PK4 NOT NULL
NumberOfSamples

The number of calls-in-progress sample periods.

DBINT YES
PeripheralID

Identifier for the peripheral.

DBSMALLINT PK2 NOT NULL
RecoveryKey

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

DBFLT8

AK1 NOT NULL
ReportingHalfHour

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

DBINT IE2 NULL
ReportingInterval

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

DBINT IE3 NULL
ServiceLevelCallsOffered

Number of calls to the peripheral that had a service level event during the half-hour interval.

DBINT NULL
ServiceLevelCalls

Number of calls to the peripheral answered within the service level threshold during the half-hour interval.

DBINT NULL
ServiceLevelAband

Number of calls to the peripheral abandoned within the service level threshold during the half-hour interval.

DBINT NULL
ServiceLevel

The system software service level for the peripheral during the half-hour interval.

DBFLT4 NULL
ServiceLevelType

Service Level Type used to calculate Service level for this interval.

DBINT NULL
TimeZone

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

DBINT PK3 NOT NULL
TotalCallsInProgressSamples

The total of PeripheralRealTime. CallsInProgress at all sample points during the reporting period. For example, if there are 3 samples, and the number of calls in progress at those points in time are 20, 25 and 15, then TotalCallsInProgressSamples is 60.

DBINT NULL

Peripheral_Monitor

Table

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

Each row describes an entity to be monitored on a peripheral. Currently this table applies only to the Nortel DMS-100, Meridian ACD in enhanced CTI mode, and to the Avaya DEFINITY ECS with station monitoring enabled.

Use the PG Explorer tool to add, update, and delete Peripheral_Monitor records.


Note
DMS-100 is no longer supported.

Related Table

Peripheral (via PeripheralID)

Table 279. Indexes for Peripheral_Monitor Table

index_name

index_description

index_keys

XIE1Peripheral_Monitor

nonclustered located on PRIMARY

PeripheralID

Table 280. Fields in Peripheral_Monitor Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
Extension

For a DMS-100, the Primary ACD DN, Secondary DN, or non-digit character.

varchar(10) NULL
ParamString

A string passed along with the extension number to start event reporting on the entity.

For a DMS-100, this value can indicate that the extension is a CDN, can specify a CompuCALL session number, or can specify the mapping of an agent DN to an agent position ID.

For a Meridian ACD, this value indicates the position number and, optionally, the associated Individual Directory Number (IDN).

varchar(32) NULL
PeripheralID

Identifies the peripheral associated with the row.

DBSMALLINT FK, IE-1 NOT NULL
PeripheralMonitorID

A unique identifier for the row.

DBINT PK NOT NULL
PeripheralMonitorType

The type of entity to monitor:

  • 1 = RCG

  • 2 = VDN

  • 3 = ACD DN

  • 4 = Meridian Position

  • 5 = Station

DBINT NOT NULL

Peripheral_Real_Time

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

Local database only. Each row describes the current state of a specific peripheral. The real- time client creates a Peripheral Real Time row for each peripheral in the system and updates that row every 10 seconds.

Related Table

Media_Routing_Domain (via MRDomainID)

Peripheral (via PeripheralID)

Table 281. Indexes for Peripheral_Real_Time Table
index_name index_description index_keys

XPKPeripheral_Real_Time

clustered, unique, primary key located on PRIMARY

PeripheralID, MRDomainID


Note

The ServiceLevel fields do not include the data updates for VRU peripheral devices.

Table 282. Fields in Peripheral_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentsLoggedOn

Number of agents currently logged on to the peripheral.

DBINT NULL
CallsInProgress

Number of calls currently in progress at the peripheral.

DBINT NULL
CallsOfferedHalf

Number of calls offered to the peripheral during the current half-hour interval.

In Unified CCE, if a call Redirection on No Answer (RONAs) to an IVR and is answered later by an agent, this field is incremented as follows:

  • When the call RONAs to the IVR

  • When the call is sent from the IVR to the agent

  • When the agent completes the call

In Unified CCE with an Unified CCE System PG, if a call RONAs to an IVR and is answered later by an agent, this field is incremented when the agent completes the call only.

DBINT NULL
CallsOfferedToday

Number of calls offered to the peripheral since midnight..

In Unified CCE, if a call Redirection on No Answer (RONAs) to an IVR and is answered later by an agent, this field is incremented as follows:

  • When the call RONAs to the IVR

  • When the call is sent from the IVR to the agent

  • When the agent completes the call

In Unified CCE with an Unified CCE System PG, if a call RONAs to an IVR and is answered later by an agent, this field is incremented when the agent completes the call only.

DBINT NULL
CallsRoutedHalf

Number of calls routed to the peripheral during the current half-hour interval.

DBINT NULL
CallsRoutedToday

Number of calls routed to the peripheral since midnight.

DBINT NULL
CTIServerOnline

Indicates the state of the CTI Server, if any, associated with the peripheral:

  • 0 = Off-line

  • 1 = On-line

DBINT NULL
CurrentHalfHour

Date and time at the start of the current half-hour interval.

DBDATETIME NULL
DateTime

The date and time that this data was last updated.

DBDATETIME NOT NULL
Mode

Current mode of the peripheral as reported by the PG:

  • 0 = Off-line

  • 1 = Primary

  • 2 = Backup

DBINT NULL
MRDomainID

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

DBINT PK, FK NOT NULL
Online

Current on-line state of the peripheral as determined by the Central Controller:

  • 0 = Off-line

  • 1 = On-line

DBINT NOT NULL
PeripheralData1

Peripheral-specific data.

DBINT NOT NULL
PeripheralData2

Peripheral-specific data.

DBINT NOT NULL
PeripheralData3

Peripheral-specific data.

DBINT NOT NULL
PeripheralData4

Peripheral-specific data.

DBINT NOT NULL
PeripheralData5

Peripheral-specific data.

DBINT NOT NULL
PeripheralData6

Peripheral-specific data.

DBINT NOT NULL
PeripheralData7

Peripheral-specific data.

DBINT NOT NULL
PeripheralData8

Peripheral-specific data.

DBINT NOT NULL
PeripheralData9

Peripheral-specific data.

DBINT NOT NULL
PeripheralData10

Peripheral-specific data.

DBINT NOT NULL
PeripheralData11

Peripheral-specific data.

DBINT NOT NULL
PeripheralData12

Peripheral-specific data.

DBINT NOT NULL
PeripheralData13

Peripheral-specific data.

DBINT NOT NULL
PeripheralData14

Peripheral-specific data.

DBINT NOT NULL
PeripheralData15

Peripheral-specific data.

DBINT NOT NULL
PeripheralData16

Peripheral-specific data.

DBINT NOT NULL
PeripheralID

Identifier for the peripheral.

DBSMALLINT PK, FK NOT NULL
PeripheralTimeOffset

Difference in seconds between the peripheral's time and the Central Controller's time.

DBINT NOT NULL
PeripheralTimeZone

The time zone at the peripheral. The value is the offset in minutes from UTC (formerly called GMT).

DBINT NULL
ServiceLevelAbandHalf

Total number of calls to the peripheral abandoned within the service level threshold during the current half-hour interval.

DBINT NULL
ServiceLevelAbandToday

Cumulative total of calls to the peripheral abandoned within the service level threshold since midnight.

DBINT NULL
ServiceLevelCallsHalf

Total number of calls to the peripheral answered within the service level threshold during the current half-hour interval. Total number of calls to the peripheral answered within the service level threshold during the current half-hour interval.

DBINT NULL
ServiceLevelCallsOfferedHalf

Total number of calls to the peripheral that had a service level event during the current half-hour interval.

DBINT NULL
ServiceLevelCallsOfferedToday

Total number of calls to the peripheral that had a service level event since midnight.

DBINT NULL
ServiceLevelCallsToday

Number of calls to this service handled within the peripheral service level since midnight.

DBINT NULL
ServiceLevelHalf

Service level for the peripheral for the current half-hour interval.

DBFLT4 NULL
ServiceLevelToday

Service level for the peripheral since midnight.

DBFLT4 NULL
Status

Indicates the current failure state of the peripheral. To see the list of status codes, see Peripheral Real Time Status Field.

DBINT NULL
UserControl

Unused.

DBINT NULL

Peripheral_Set


Note

This table is introduced for Packaged CCE 12K support.

This table represents a PG and its associated peripherals in Packaged CCE 12K. Each record in this table represents a peripheral set, which is a logical grouping of a peripheral gateway and its associated peripherals.

Related Tables

Table 283. Indexes for Peripheral_Set Table

index_name

index_description

index_keys

XPKPeripheral_Set

Primary key

PeripheralSetID

Table 284. Fields in Peripheral_Set Table

Name

Description

Data Type

Keys and NULL Option

PeripheralSetID

A unique identifier for this peripheral set.

DBINT

PK

NOT NULL

PeripheralSetName

An enterprise name for this peripheral set.

PeripheralSetName may be duplicated across sites.

VNAME32

NOT NULL

Description

Additional information about the peripheral set.

DESCRIPTION

NULL

ChangeStamp

Incremented when a record is changed in the central database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME

NULL

Peripheral_Set_Controller


Note

This table is introduced for Packaged CCE 12K support.

This table has information of those peripheral gateways (Logical Interface Controllers) that are associated with a given peripheral set.

Related Tables

Table 285. Indexes for Peripheral_Set_Controller Table

index_name

index_description

index_keys

XPKPeripheral_Set_Controller

Primary key

PeripheralSetID, LogicalControllerID

Table 286. Fields in Peripheral_Set_Controller Table

Name

Description

Data Type

Keys and NULL Option

PeripheralSetID

ID of the peripheral set.

DBINT

PK

NOT NULL

LogicalControllerID

ID of the peripheral gateway that is being associated to the peripheral Set.

DBSMALLINT

PK, FK

NOT NULL

Peripheral_Set_Host


Note

This table is introduced for Packaged CCE 12K support.

This table contains a set of associations between the machine hosts and the peripheral sets. Depending on the context, the machine host may refer to a remote site that the peripheral Set is a part of, or it may refer to a peripheral/device (gateway) that is a part of the peripheral set.

Related Tables

  • Machine_Host (through MachineHostID)

  • Peripheral_Set (through PeripheralSetID)

Table 287. Indexes for Peripheral_Set_Host Table

index_name

index_description

index_keys

XPKPeripheral_Set_Host

Primary key

PeripheralSetID, SequenceNumber

Table 288. Fields in Peripheral_Set_Host Table

Name

Description

Data Type

Keys and NULL Option

PeripheralSetID

Peripheral set to which the Machine_Host record is associated.

DBINT

PK, FK

NOT NULL

SequenceNumber

Incremented for every unique peripheral set and host combination.

DBINT

PK

NOT NULL

MachineHostID

Depending on the MachineType value this field may contain one of the following information:

  • ID of the Remote Site (or datacenter) to which the peripheral set is associated.

  • ID of the device that is associated with this peripheral set.

DBINT

FK

NULL

MachineType

Incremented when the record is changed in the central database.

DBINT

NOT NULL

Peripheral_Target

Table

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

Each row specifies the peripheral address (network trunk group and DNIS) associated with a route.

Use the PG Explorer tool to add, update, and delete Peripheral_Target records.

Related Tables

Route (via RouteID)

Network_Target (via NetworkTargetID)

Network_Trunk_Group (via NetworkTrunkGroupID)

Table 289. Indexes for Peripheral_Target Table

index_name

index_description

index_keys

XAK1Peripheral_Target

nonclustered, unique, unique key located on PRIMARY

NetworkTrunkGroupID, DNIS

XIE1Peripheral_Target

nonclustered located on PRIMARY

RouteID

XPKPeripheral_Target

clustered, unique, primary key located on PRIMARY

NetworkTargetID

Table 290. Fields in Peripheral_Target Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
DelayBeforeQueue

The number of seconds the peripheral waits before queuing an incoming call to an agent. This time might be used, for example, to play a forced announcement.

DBSMALLINT NOT NULL
Description

Additional information about the target.

DESCRIPTION NULL
DNIS

DNIS digits the routing client sends when addressing this target.

VNAME32 AK-1 NOT NULL
NetworkTargetID

Foreign key from the Network Target table.

DBINT PK, FK NOT NULL
NetworkTrunkGroupID

Indicates the Network Trunk Group associated with this peripheral target.

DBINT AK-1, FK NOT NULL
RouteID

Indicates the Route associated with this peripheral target.

DBINT FK, IE-1 NULL

Persistent_Variable

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

Central database only.

Stores the current value of persistent user variables. User variables are defined in the User_Variable table.

The CallRouter automatically maintains the Persistent_Variable table.

Related Table

User_Variable (via UserVariableID)

Table 291. Indexes for Persistent_Variable Table

index_name

index_description

index_keys

XAK1Persistent_Variable

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKPersistent_Variable

clustered, unique, primary key located on PRIMARY

UserVariableID, ForeignKey1

Table 292. Fields in Persistent_Variable Table
Name Description Data Type Keys and NULL Option
ForeignKey1

If the variable is associated with an object type, the key value of the specific object.

DBINT PK NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
UserVariableID

Foreign key from the User_Variable table.

DBINT PK, FK NOT NULL
ValueChar

The value of the variable, if it is a character string.

DESCRIPTION NULL
ValueDateTime

The value of the variable, if it is a date-time.

DBDATETIME NULL
ValueFloat

The value of the variable, if it is a floating point number.

DBFLT8 NULL
ValueInt

The value of the variable, if it is an integer..

DBINT NULL

Note

To add the persistent user variable data to the Persistent_Variable table, set the following registry key must be set to 1. HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\[Instance_name]\LoggerA\Logger\CurrentVersion\HistoricalData\Persistent\Variable.

Physical_Controller_Half_Hour

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

Each row provides statistics for a single Network Interface Controller (NIC) or Peripheral Gateway (PG).

The system software automatically generates Physical_Interface_Controller records.

Related Table

Physical_Interface_Controller (via PhysicalControllerID)

Table 293. Indexes for Physical_Controller_Half_Hour Table

index_name

index_description

index_keys

XAK1Physical_Controller_Half_H

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Physical_Controller_Half_H

nonclustered located on PRIMARY

DbDateTime

XPKPhysical_Controller_Half_Ho

clustered, unique, primary key located on PRIMARY

DateTime, PhysicalControllerID, TimeZone

Table 294. Fields in Physical_Controller_Half_Hour Table
Name Description Data Type Keys and NULL Option
ActivePGAgentSideATimeToHalf

Number of seconds the Peripheral Gateway's Agent process maintained an active connection to the Side A CallRouter.

DBINT NULL
ActivePGAgentSideBTimeToHalf

Number of seconds the Peripheral Gateway's Agent process maintained an active connection to the Side B CallRouter.

DBINT NULL
DateTime

Central Controller date and time at the start of the half- hour interval.

DBSMALLDATE PK NOT NULL
DbDateTime

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

DBDATETIME IE-1 NULL
DMPInServiceTimeToHalf

Number of seconds the Peripheral Gateway's Device Management Protocol connection to the CallRouter was in service.

DBINT NULL
PhysicalControllerID

Unique identifier for this physical controller.

DBSMALLINT PK, FK NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
TimeZone

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

DBINT PK NOT NULL

Physical_Interface_Controller

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

Describes a single Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table. A pair of duplexed PGs share a single entry in the Physical Interface Controller table.

Use the PG or NIC Explorer tools to add, update, and delete Physical_Interface_Controller records.

Related Tables

Logical_Interface_Controller (via LogicalControllerID)

Routing_Client_Five_Minute (via PhysicalControllerID)

Physical_Controller_Half_Hour (via PhysicalControllerID)

Table 295. Indexes for Physical_Interface_Controller Table

index_name

index_description

index_keys

XAK1Physical_Interface_Control

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Physical_Interface_Control

nonclustered located on PRIMARY

LogicalControllerID

XPKPhysical_Interface_Controll

clustered, unique, primary key located on PRIMARY

PhysicalControllerID

Table 296. Fields in Physical_Interface_Controller Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the controller.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the controller. This name must be unique for all physical controllers in the enterprise.

VNAME32 AK-1 NOT NULL
LogicalControllerID

Foreign key from Logical Interface Controller table.

DBSMALLINT FK, IE-1 NOT NULL
PhysicalControllerID

Unique identifier for this physical controller.

DBSMALLINT PK NOT NULL NULL

Precision_Queue

The Precision_Queue table defines a queue used for precision routing.

Related Tables

  • Agent_Real_Time (via PrecisionQueueID)

  • Agent_Skill_Group_Interval (via PrecisionQueueID)

  • Agent_Skill_Group_Real_Time (via PrecisionQueueID)

  • Call_Type_SG_Interval (via PrecisionQueueID)

  • Precision_Q_Real_Time (via PrecisionQueueID)

  • Precision_Q_Step_Real_Time (via PrecisionQueueID)

  • Precision_Queue_Step (via PrecisionQueueID)

  • Precision_Queue_Term (via PrecisionQueueID)

  • Router_Queue_Interval (via PrecisionQueueID)

  • Skill_Group (via PrecisionQueueID)

  • Skill_Group_Interval (via PrecisionQueueID)

  • Termination_Call_Detail (via PrecisionQueueID)

Table 297. Fields in Precision_Queue Table
Name Description Data Type Keys and NULL Option
AgentOrdering

The ordering used for agents in this queue.

Values:

  • 1 = LAA (agent availability time). This is the default value.

  • 2 = Most proficient agent

  • 3 = Least proficient agent

DBINT NOT NULL
PrecisionQueueID

ID and primary key.

DBINT PK1,NOT NULL
BucketIntervalID

Foreign key from Bucket_Interval table.

DBINT FK1, NULL
CallOrdering

The ordering used for calls in this queue.

Values:

  • 1 = Priority, then time in queue. This is the default value.

DBINT NOT NULL
ChangeStamp

Change stamp

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Description

DESCRIPTION NULL
EnterpriseName

Name of the queue.

VNAME32 AK1, NOT NULL
ForceExpandingQueue

Forces the step configuration for the Precision Queue to always increase the configured agent count. The default setting is Y.

Note

 

For future use. Not currently used.

DBCHAR NOT NULL
MRDomainID

Foreign key to the Media_Routing_Domain table. The ID of the Media Routing Domain with which this precision queue is associated. The default is 1, for Voice.

DBINT NOT NULL
ServiceLevelThreshold

The service level threshold, in seconds, for the service level.

DBINT NOT NULL
ServiceLevelType

Indicates how the system software calculates the service level for the Precision Queue:

  • 1 = Ignore Abandoned Calls. (Remove the abandoned calls from the calculation.)

  • 2 = Abandoned Calls have Negative Impact. (Treat the abandoned calls as though they exceeded the service level threshold.)

  • 3 = Abandoned Calls have Positive Impact. (Treat the abandoned calls as though they were answered within the service level threshold.)

Note

 
Note: For each calculation, the system software separately tracks the number of calls abandoned before the threshold expires.
DBSMALLINT NOT NULL
Deleted

Deleted Flag. Stored as a character. Y = Yes, N = No.

DBCHAR NOT NULL

Precision_Q_Real_Time Table

This table is in the Precision Queue category.

The system software generates a Precision_Q_Real_Time record for each Precision Queue.

Related Table

Precision_Queue

Table 298. Fields in Precision_Q_Real_Time Table
Name Description Data Type Keys and NULL Option
AnswerWaitTimeTo5

In Unified CCE, the number of seconds calls spent between first queued being queued to the skill group through Select (LAA) or Queue to skill group nodes to when they were answered by an agent.

DelayTime

AnswerWaitTime is calculated from the following:

  • DelayTime

  • LocalQTime

  • RingTime

  • NetworkQTime

DBINT NULL
ApplicationAvailable

The number of agents belonging to this skill group who are currently ApplicationAvailable with respect to the MRD to which the skill group belongs. An agent is Application available if the agent is Not Routable and Available for the MRD.

DBINT NULL
AttributeID1 Attribute 1 associated with the Precision Queue. DBINT NULL
AttributeID2 Attribute 2 associated with the Precision Queue. DBINT NULL
AttributeID3 Attribute 3 associated with the Precision Queue. DBINT NULL
AttributeID4 Attribute 4 associated with the Precision Queue. DBINT NULL
AttributeID5 Attribute 5 associated with the Precision Queue. DBINT NULL
AttributeID6 Attribute 6 associated with the Precision Queue. DBINT NULL
AttributeID7 Attribute 7 associated with the Precision Queue. DBINT NULL
AttributeID8 Attribute 8 associated with the Precision Queue. DBINT NULL
AttributeID9 Attribute 9 associated with the Precision Queue. DBINT NULL
AttributeID10 Attribute 10 associated with the Precision Queue. DBINT NULL
Avail

Number of agents for the Precision Queue in Not_Active state with respect to this Precision Queue.

DBINT NULL
AvailTimeTo5

Total seconds agents in the Precision Queue have been in the Not_Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime

DBINT NULL
AvgHandledCallsTalkTimeTo5

Average talk time in seconds for calls counted as handled by the Precision Queue during the rolling five-minute interval. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 AvgHandledCallsTalkTime is calculated only for calls counted as handled. This field is updated in the database when any after-call work associated with the call is completed.

DBINT NULL
AvgHandledCallsTimeTo5

Average handle time in seconds for calls counted as handled by the Precision Queue during the rolling five-minute interval. The value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 The AvgHandledCallsTime value is updated in the database when the after-call work time associated with the call is completed.

DBINT NULL
BusyOther

Number of agents currently in the BusyOther state with respect to this Precision Queue.

DBINT NULL
BusyOtherTimeTo5

Number of seconds agents have spent in the BusyOther state during the rolling five-minute interval. BusyOtherTime is included in the calculation of LoggedOnTime.

DBINT NULL
CallsAbandQTo5

The number of calls that abandoned while queued in the router to this agent, in the rolling five-minute interval.

DBINT NULL
CallsAbandToAgentTo5

In the rolling five-minute interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing).. This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Precision Queues.

DBINT NULL
CallsAbandDequeuedTo5

The number of calls that were de-queued from this Precision Queue, and had to be routed to another Precision Queue or Skill Group in the rolling five-minute interval. This field is incremented when a call is de-queued through the Cancel Queue node.

DBINT NULL
CallsAnsweredTo5

The number of calls that were answered by the Precision Queue during the rolling five-minute interval.

DBINT NULL
CallsDequeuedTo5

The number of calls that were de-queued from this Precision Queue to be routed to another Precision Queue in the rolling five-minute interval. This field is also incremented when a call is de-queued via Cancel Queue node.

DBINT NULL
CallsHandledTo5

The number of calls that were handled by the Precision Queue during the rolling five-minute interval.

A handled call is:

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsInProgress

The total number of ongoing non-voice tasks associated with this Precision Queue. This field populates for non-voice tasks only.

DBINT NULL
CallsOfferedTo5

The number of calls received by this Precision Queue in the rolling five-minute interval. This value is set by the Call Router. A call is counted as offered as soon at it is sent to a Precision Queue.

This value is incremented by: CallType short calls, which are counted as abandoned for Precision Queues. (There is no short call count in the Skill_Group_Real_Time table.) Calls that are cancelled by Cancel Queue node and re-queued to the same Precision Queue Calls that are routed to a Precision Queue, re-queried, and re-queued to the same Precision Queue.

DBINT NULL
CallsQNow

Number of calls currently queued for the Precision Queue at the CallRouter.

DBINT NULL
DateTime

Central Controller date and time that this data was last updated

DBDATETIME NOT NULL
HandledCallsTalkTimeTo5

Total talk time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval. It is updated in the database when the after-call work time associated with the call (if any) is completed.

DBINT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
HandledCallsTimeTo5

This field only applies to configured skill groups. Total handle time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval.

Handle time is number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call.

HandledCallsTime = HandledCallsTalkTime + HoldTime + (WorkNotReadyTime/WorkReadyTime)

The value in this field for the incoming routed calls includes:

  1. Talk time

  2. Total Held time

  3. Work Ready and Work Not Ready time

Note

 

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

Note

 

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

DBINT NULL
Hold

The number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold.

DBINT NULL
HoldTimeTo5

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

DBINT NULL
IcmAvailable

The number of agents belonging to this Precision Queue who are currently ICMAvailable with respect to the MRD to which the Precision Queue belongs. An agent is ICM available if s/he is Routable and Available for the MRD. This means that the agent can be routed a task by system software.

DBINT NULL
InterruptedTimeTo5

The number of seconds during which all calls to the agent are in interrupted state during the rolling five-minute interval.

DBINT NULL
LoggedOn

Number of agents that are currently logged on to the Precision Queue. This count is updated each time an agent logs on and each time an agent logs off.

DBINT NULL
LoggedOnTimeTo5

Total time, in seconds, agents were logged on to the Precision Queue during the current (rolling) five-minute interval. This field is applicable for Unified CCE.

This value is based on the following:

  • HoldTimeTo5

  • TalkInTimeTo5

  • TalkOutTimeTo5

  • TalkOtherTimeTo5

  • AvailTimeTo5

  • NotReadyTimeTo5

  • WorkReadyTimeTo5

  • WorkNotReadyTimeTo5

  • BusyOtherTimeTo5

  • ReservedStateTimeTo5

  • TalkAutoOutTimeTo5

  • TalkPreviewTimeTo5

  • TalkReservedTimeTo5

Note

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

The time when the longest call in queue was queued for this Precision Queue.

DBDATETIME NULL
NotReady

Number of agents in the Not Ready state for the Precision Queue.

DBINT NULL
NotReadyTimeTo5

Total seconds agents in the Precision Queue have been in the Not Ready state during the rolling five-minute interval. NotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
NumAgentsInterruptedNow

The number of agents whose state with respect to this Precision Queue is currently Interrupted.

DBINT NULL
PercentUtilizationTo5

Percentage of Ready time that agents in the Precision Queue spent talking or doing call work during the rolling five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.

DBFLT4 NULL
PrecisionQueueID

Foreign key from Precision Queue table.

DBINT PK, NOT NULL
Ready

The number of agents who are Routable with respect to the MRD associated with this Precision Queue, and whose state with respect to this Precision Queue is currently something other than NOT_READY or WORK_NOT_READY.

DBINT NULL
RedirectNoAnsCallsTo5

In the rolling five-minute interval, the number of ACD calls to the Precision Queue that rang at an agent's terminal and redirected on failure to answer.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
ServiceLevelCallsAbandTo5

The count of calls that abandon within the Precision Queue SL threshold in rolling five-minute interval. Calls may abandon while in the Precision Queue queue, or they may abandon after they have been routed to a Precision Queue. Calls that abandon after they are routed to a Precision Queue are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Precision Queues (within the ServiceLevel threshold), the Router will increment this value for ALL the Precision Queues this call was queued for. If the call abandons after it was routed to a Precision Queue, that Precision Queue will have ServiceLevelCallsAband incremented. Dequeuing the call via Cancel Node has no impact on ServiceLevelCallsAband. Calls may be de-queued via Cancel Queue node or de-queued from this Precision Queue to be routed to a different Precision Queue.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelCallsDequeuedTo5

The number of calls de-queued from a Precision Queue, within the Precision Queue Service Level threshold, in rolling five-minute interval.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelCallsOfferedTo5

The number of calls that are routed to a Precision Queue or queued for a the Precision Queue in the rolling five-minute interval.

It includes the following call categories:

  • Calls that are answered within the ServiceLevel threshold.

  • Calls that are abandoned within the ServiceLevel threshold.

  • Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel).

  • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold).

Note

 
Calls that end in error state within SL threshold are not counted as ServiceLevelCallsOffered.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelCallsTo5

The number of calls that are answered by the Precision Queue within the Service Level threshold in the rolling five-minute interval.

DBINT NULL
ServiceLevelTo5

Service Level for the Precision Queue in rolling five-minute interval.

There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration.

They are:

  1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - CallsDequeued)

  2. Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - CallsDequeued)

  3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - CallsDequeued)

Note

 
This field is relevant to the Unified CCE environment only.
DBFLT4 NULL
ServiceLevelRONATo5

The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval. These calls are part of the ServiceLevelCallsOffered.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
TalkingIn

Number of agents in the Precision Queue currently talking on inbound calls.

DBINT NULL
TalkingOther

Number of agents in the Precision Queue currently talking on internal (neither inbound nor outbound) calls. Examples of other calls include agent-to-agent transfers and supervisor calls.

DBINT NULL
TalkInTimeTo5

Total seconds agents spent talking on inbound calls for the Precision Queue during the rolling five-minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkOtherTimeTo5

Total seconds agents spent talking on other calls (neither inbound nor outbound) for the Precision Queue during the rolling five-minute interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkTimeTo5

Total seconds agents in the Precision Queue have been in the Talking state during the rolling five-minute interval. This value is calculated as follows: TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5.

DBINT NULL
TransferInCallsTimeTo5

Total number of seconds agents spent on calls transferred into the Precision Queue that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed.

DBINT NULL
TransferInCallsTo5

Number of calls transferred into the Precision Queue that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. For blind transfers in Unified CCE, the value is updated in the database when an agent blind transfers the call to an IVR. For blind transfers in Unified CCE with a Unified CCE System PG, the value is not updated in the database until the call that was blind transferred to an IVR is subsequently transferred to another agent.

Note

 
For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.
DBINT NULL
TransferOutCallsTo5

Number of calls transferred out of the Precision Queue that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed.

DBINT NULL
WorkNotReady

Number of agents in the Precision Queue in the Work Not Ready state.

DBINT NULL
WorkNotReadyTimeTo5

Total seconds agents have been in the Work Not Ready state during the rolling five-minute interval. WorkNotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
WorkReady

Number of agents in the Precision Queue in the Work Ready state.

DBINT NULL
WorkReadyTimeTo5

Total seconds agents have been in the Work Ready state during the rolling five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime.

DBINTNULL

Precision_Queue_Step

The Precision_Queue_Step table defines a set of ordered steps that apply to a Precision Queue. Each ordered step then contains a set of attributes terms that defines what attributes an agent must have to be a member of a Precision Queue step. Basically, it defines a formula that is a list of Attribute tests.

Related Table

Precision_Queue_Term (via PrecisionQueueStepID)

Table 299. Fields in Precision_Queue_Step
Name Description Data Type Keys and NULL Option
ConsiderIf

Consider If expression which must be met in order to perform a particular step.

VARCHAR(255) NULL
Description DESCRIPTION NULL
NextStep

Boolean which indicates whether the next step should be evaluated if the Consider If test fails. Default is Y. A value of N indicates that the node should exit following a False Consider If test.

DBCHAR NOT NULL
PrecisionQueueID

Foreign key to Precision_Queue table.

DBINT FK, NOT NULL
PrecisionQueueStepID

Integer that defines the unique row for a Precision Queue step. It is the primary key.

DBINT PK, NOT NULL
StepOrder

Integer that defines the order of rows for a Precision Queue step. StepOrder begins with 1.

DBINT NOT NULL
WaitTime

An optional Wait time to apply before proceeding to the next step (in seconds). Default is 0.

DBINT NOT NULL

Precision_Q_Step_Real_Time

This table is in the Precision Queue category.

The system software generates a Precision_Q_Step_Real_Time record for each Precision Queue.

Related Tables

Table 300. Fields in Precision_Q_Step_Real_Time
Name Description Data Type Keys and NULL Option
AgentsAvailable

Number of Agents eligible and available for this Precision Queue Step.

DBINT NULL
AgentsLoggedIn

Number of Agents logged in for this Precision Queue Step.

DBINT NULL
PrecisionQueueID

Primary key (together with PrecisionQueueStepID). Foreign key from Precision_Queue table.

DBINT PK1, NOT NULL
PrecisionQueueStepID

Primary key (together with PrecisionQueueID). Foreign key from Precision_Queue_Step table.

DBINT PK2, NOT NULL
AvgCallsInQueueTime

Average length of queue time for this Precision Queue Step.

DBINT NULL
CallsInQueue

Number of calls in queue for this Precision Queue Step

DBINT NULL
CallsInQueueTime

Total time of calls in queue for this Precision Queue Step.

DBINT NULL
DateTime

Central Controller date and time that this data was last updated.

DBDATETIME NOT NULL
FutureUseInt1

Reserved for future use.

DBINT NULL
FutureUseInt2

Reserved for future use.

DBINT NULL
FutureUseInt3

Reserved for future use.

DBINT NULL
FutureUseInt4

Reserved for future use.

DBINT NULL
FutureUseInt5

Reserved for future use.

DBINT NULL
LongestCallInQueue

The time stamp of the longest call in queue for this Precision Queue Step.

DBDATETIME NULL
NextAvailAgent

The next Agent to be selected based on the agent ordering criteria of the Precision Queue.

DBINT NULL

Precision_Queue_Term

The Precision_Queue_Term table defines a set of attribute condition terms that apply to a Precision Queue Step. Each set of terms determine what attributes an agent must have to be a member of the Precision Queue step.

Related Tables

Tables that hold Precision_Queue_Term data are listed below:

Table 301. Fields in Precision_Queue_Term
Name Description Data Type Keys and NULL Option
PrecisionQueueTermID

Integer that defines the unique row for a Precision Queue Term. It is the primary key.

DBINT PK, NOT NULL
PrecisionQueueID

Foreign key to Precision_Queue table.

DBINT FK, NOT NULL
PrecisionQueueStepID

Foreign key to Precision_Queue_Step table.

DBINT FK, NOT NULL
TermOrder

Integer that defines the order of rows for a Precision Queue Step. It is part of the primary key. TermOrder begins with 1.

DBINT NOT NULL
AttributeSetID

Foreign Key from Attribute_Set table. Controls which attribute set is tested. Null=Yes to allow for rules which do not test an Attribute Set.

DBINT FK, NOT NULL
AttributeID

Foreign Key from Attribute table. Controls which attribute set is tested. Null=Yes to allow for rules which do not test an Attribute.

DBINT FK, NOT NULL
ParenCount

Number of parentheses around this term. A positive number indicates open parenthesis before the term; a negative number indicates closed parenthesis after the term.

DBINT NOT NULL
TermRelation

Indicates the relationship of this term to the preceding term. Default is 0 for first item, 1 for others.

Values are:

  • 0 = none (only legal on first item for queue, since there is no preceding term)

  • 1 = AND

  • 2 = OR

  • 3 = AND NOT

  • 4 = OR NOT

DBINT NOT NULL
AttributeRelation

Indicates what kind of comparison is done on the attribute. Default is 1.

Values are:

  • 0 = Unknown

  • 1 = equal

  • 2 = not equal

  • 3 = less than

  • 4 = less than or equal

  • 5 = greater than

  • 6 = greater than or equal

  • 7 = between (inclusive)

  • 8 = member

  • 9 = agent has attribute, regardless of value

  • 10 = agent does not have attribute

  • 11 = not member

DBINT NOT NULL
Value1

The value that the attribute is tested against. If AttributeRelation is member or not member, then this is a JSON compatible string listing the values. Must be convertible to the datatype specified in the Attribute table.

VARCHAR(255) NULL
Value2

A second value, used only as the upper bound when the AttributeRelation is between. It also can contain additional values for member if Value1 is not enough. Must be convertible to the datatype specified in the Attribute table.

VARCHAR(255) NULL

Query_Rule

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).

Specifies the association between a query rule clause and an import rule. A query rule works on a particular import rule to select a group of contacts from an overall import list. For example, from a particular import list you might want to select and call all customers that have account numbers greater than 10,000.


Note
If Outbound Option was not selected during setup, this table will contain no data.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Query_Rule records.

Related Tables

Campaign_Query_Rule_Real_Time (via QueryRuleID)

Campaign_Query_Rule_Half_Hour (via QueryRuleID)

Campaign_Query_Rule (via QueryRuleID)

Dialer_Detail (via QueryRuleID)

Import_Rule (via ImportRuleID)

Table 302. Indexes for Query_Rule Table

index_name

index_description

index_keys

XAK1Query_Rule

nonclustered, unique, unique key located on PRIMARY

QueryRuleName

XPKQuery_Rule

clustered, unique, primary key located on PRIMARY

QueryRuleID

Table 303. Fields in Query_Rule Table
Name Description Data Type Keys and NULL Option

APIGenerated

Identifies whether this campaign was created using the Outbound API:

  • Y = campaign created using the API

  • N = campaign created using the Outbound Option Query Rule tool in the ICM Configuration Manager

DBCHAR

NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Description of what the query rule contains or how it is being used.

DESCRIPTION NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

DBINT NULL
Enabled

Setting of query rule within this campaign:

  • Y = The query rule is enabled.

  • N = the query rule is not enabled.

DBCHAR NOT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
ImportRuleID

Identifies (indirectly) the contact list to which this query rule refers. Foreign key from the Import Rule table.

DBINT FK NOT NULL
QueryRuleID

A unique identifier for this Query rule.

DBINT PK NOT NULL
QueryRuleName

The customer-entered name for this query rule.

VNAME32 AK-1 NOT NULL

Query_Rule_Clause

This table is in the Blended Agent category (see Blended Agent (Outbound Option)). To see database rules for these tables, see Blended Agent Tables (Outbound Option).


Note
If Outbound Option was not selected during setup, this table will contain no data.

Contains the SQL rules associated with each query rule. There is a single row for each configured query rule.

Related Table

Query_Rule (via QueryRuleID)

Table 304. Indexes for Query_Rule_Clause Table

index_name

index_description

index_keys

XPKList_Rule

clustered, unique, primary key located on PRIMARY

QueryRuleID, SequenceNumber

Table 305. Fields in Query_Rule_Clause Table
Name Description Data Type Keys and NULL Option
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
FutureUseVarchar1

Reserved for future use

varchar(64) NULL
FutureUseVarchar2

Reserved for future use

varchar(64) NULL
FutureUseVarchar3

Reserved for future use

varchar(64) NULL
QueryRuleID

The query rule to which this clause belongs. Foreign key from the Query Rule table.

DBINT PK, FK NOT NULL
RuleData

The rule definition to be used to process each query rule.

varchar(255) NOT NULL
SequenceNumber

An index for query rule clauses within a given query rule.

DBINT PK NOT NULL

Reason_Code

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

Configuration table containing the reason code text to reason code mapping information.

Table 306. Indexes for Reason_Code Table

index_name

index_description

index_keys

XAK1Reason_Code

nonclustered, unique, unique key located on PRIMARY

ReasonCode

XPKReason_Code

clustered, unique, primary key located on PRIMARY

ReasonCodeID

Table 307. Fields in Reason_Code Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Deleted

Default value is N.

DBCHAR NOT NULL
Description

The description of the reason code.

DESCRIPTION NULL
ReasonCode

Reason code used by agents (configurable). [In addition to reason codes that you have defined, Unified CCE uses some predefined reason codes. See Reason Codes.]

Note

 

In Packaged CCE, 21 pre-defined global reason codes of Not Ready and Logout types are added to the Reason_Code table.

DBINT AK-1 NOT NULL
ReasonCodeID

A unique identifier created by the schema.

DBINT PK NOT NULL
ReasonText

Text associated with the reason code numeric value.

varchar(40) NOT NULL

Reason Type

Indicates the type of reason code like: Not Ready, Wrap up, and Sign Out.

Allowed values are 1,2,3.

DBSMALLINT

NOT NULL

IsGlobal

Denotes that the reason code is global(applicable for all the teams by default/team specific).

Allowed values are Y/N(Yes/No)

DBCHAR

NOT NULL

Recovery

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

It gets populated on central and HDS databases. This table contains internal status information for each table in the database.

Table 308. Indexes for Recovery Table

index_name

index_description

index_keys

XAK1Recovery

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Recovery

Nonclustered located on PRIMARY

DateTime

XPKRecovery

Clustered, unique, primary key located on PRIMARY

RecoveryKey

Table 309. Fields in Recovery Table
Name Description Data Type Keys and NULL Option
DateTime

Date and time of the checkpoint.

DBDATETIME IE-1 NOT NULL
EndTime

Ending time.

DBDATETIME NULL
FromRecoveryKey

Starting recovery key value.

DBFLT8

NULL
RecoveryKey

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

DBFLT8

PK, AK-1 NOT NULL
RowsCopied

Number of rows copied.

DBINT NULL
StartTime

Starting time.

DBDATETIME NULL
TableName

Name of the table that caused a checkpoint.

VNAME32 NOT NULL
ToRecoveryKey

Ending recovery key value.

DBFLT8

NOT NULL
Type

Type of record.

VNAME32 NOT NULL

Recurring_Schedule_Map

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

Each row describes a periodic schedule used, for example, by a scheduled target. Use the Workforce Management Integration System to create, update, and delete recurring schedules.

Related Table

Schedule (via ScheduleID)

Table 310. Indexes for Recurring_Schedule_Map Table

index_name

index_description

index_keys

XPKRecurring_Schedule_Map

clustered, unique, primary key located on PRIMARY

ScheduleID, SequenceNumber

Table 311. Fields in Recurring_Schedule_Map Table
Name Description Data Type Keys and NULL Option
Bool1

Reserved for future use.

DBCHAR NOT NULL
Bool2

Reserved for future use.

DBCHAR NOT NULL
DayFlags

A bit mask specifying the days on which the schedule is active. To see values, see Days.

DBINT NOT NULL
DayOfMonth

Indicates to which day of month the schedule applies. To see values, see Days.

DBSMALLINT NOT NULL
DayPosition

In conjunction with DayType, indicates the position of a day within a month. To see values, see Days.

DBSMALLINT NOT NULL
DayType

Indicates to which day the schedule applies. To see values, see Days.

DBSMALLINT NOT NULL
EndDay

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

DBSMALLINT NOT NULL
EndHour

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

DBSMALLINT NOT NULL
EndMinute

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

DBSMALLINT NOT NULL
EndMonth

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

DBSMALLINT NOT NULL
EndSecond

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

DBSMALLINT NOT NULL
EndYear

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

DBINT NOT NULL
Long1

For scheduled targets, the maximum number of simultaneous calls the target can handle during the schedule period.

DBINT NULL
Long2

Reserved for future use.

DBINT NULL
Long3

Reserved for future use.

DBINT NULL
Long4

Reserved for future use.

DBINT NULL
MonthOfYear

Indicates to which month the schedule applies:

  • 0 = Applies to every month.

  • 1- 12= Specifies the month of year.

DBSMALLINT NOT NULL
ScheduleID

Identifies the schedule that recurs.

DBINT PK, FK NOT NULL
SequenceNumber

Index for schedules associated with a specific service.

DBINT PK, NOT NULL
StartDay

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

DBSMALLINT NOT NULL
StartHour

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

DBSMALLINT NOT NULL
StartMinute

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

DBSMALLINT NOT NULL
StartMonth

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

DBSMALLINT NOT NULL
StartSecond

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

DBSMALLINT NOT NULL
StartYear

The year in which the schedule goes into effect.

DBINT NOT NULL
Type

The type of schedule.

DBSMALLINT NOT NULL

Region

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

Each row defines a region composed of calling line ID prefixes or of other regions.

Use Configuration Manager to create, update, and delete Region rows.

Related Tables

Dialed_Number_Map (via RegionID)

Region_Member (via RegionID)

Region_Prefix (via RegionID)

Region_View_Member (via RegionID)

Table 312. Indexes for Region Table

index_name

index_description

index_keys

XAK1Region

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKRegion

clustered, unique, primary key located on PRIMARY

RegionID

Table 313. Fields in Region Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the region.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the region. This name must be unique for all regions in the enterprise.

VNAME32 AK-1 NOT NULL
RegionID

A unique identifier for the region.

DBINT PK NOT NULL
RegionType

The type of the region.

DBINT NOT NULL

Region_Info

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

Specifies which prefixes and regions are predefined by the system software.

Use Configuration Manager to create, update, and delete Region rows.

Table 314. Fields in Region_Info Table
Name Description Data Type Keys and NULL Option
Comment

Any additional information about the pre-defined regions.

DESCRIPTION NULL
Location

Identifies the types of prefixes and regions pre-defined by the system software.

VNAME32 NOT NULL
MajorVersion

The major version number of the predefined regions.

DBINT NOT NULL
MinorVersion

The minor version number of the predefined regions.

DBINT NOT NULL

Region_Member

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

Each row defines the relationship between two regions. A region is composed of calling line ID prefixes or of other regions. Each Region_Member row associates a region with a parent region.

Use Unified ICM Configuration Manager to create, update, and delete Region Member rows.

Related Table

Region (via RegionID and ParentRegionID)

Table 315. Indexes for Region_Member Table

index_name

index_description

index_keys

XIE1Region_Member

nonclustered located on PRIMARY

ParentRegionID

XPKRegion_Member

clustered, unique, primary key located on PRIMARY

RegionID, ParentRegionID

Table 316. Fields in Region_Member Table
Name Description Data Type Keys and NULL Option
ParentRegionID

The larger region.

DBINT PK, IE-1 NOT NULL
RegionID

The region that is a member of a larger region.

DBINT PK, FK NOT NULL

Region_Prefix

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

Each row defines the initial part of a calling line ID and maps it to a region. Any calling line IDs that match the prefix string are assumed to be members of the region.

Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.

Related Table

Region (via RegionID)

Table 317. Indexes for Region_Prefix Table

index_name

index_description

index_keys

XAK1Region_Prefix

nonclustered, unique, unique key located on PRIMARY

RegionID, RegionPrefix

XPKRegion_Prefix

clustered, unique, primary key located on PRIMARY

RegionPrefixID

Table 318. Fields in Region_Prefix Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
DaylightSavingsEnabled

Indicates whether daylight savings time is observed.

Values are 'N' and 'Y'.

The default is 'N' - daylight savings time is not observed.

DBCHAR NOT NULL

GMT (Greenwich Mean Time)

Indicates the time zone, the delta is in hours.

 DBINT NULL
RegionID

Identifies the associated region.

DBINT AK-1, FK NOT NULL
RegionPrefix

An initial string to match against calling line IDs.

varchar(32) AK-1 NOT NULL
RegionPrefixID

A unique identifier for the record.

DBINT PK NOT NULL

Region_View

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

Each row defines a graphical display of regions.

Use Configuration Manager to create, update, and delete Region Prefix rows.

Related Table

Region_View_Member (via RegionViewID)

Table 319. Indexes for Region_View Table

index_name

index_description

index_keys

XAK1Region_View

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKRegion_View

clustered, unique, primary key located on PRIMARY

RegionViewID

Table 320. Fields in Region_View Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
Description

Additional information about the view.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the region view. This name must be unique for all region views in the enterprise.

Note

 

84 regions are supported. Some of the examples are New_Jersey, Connecticut, Manitoba, Wyoming, Missouri, Nova_Scotia, Alaska, Jamaica and so on. Regions like CNMI, West Virginia were added later. See the Supported Regions table.

Unsupported region that were manually added by the customer need to be deleted.

VNAME32 AK-1 NOT NULL
RegionViewID

A unique identifier for the record.

DBINT PK NOT NULL
RegionViewType

The type of the view:

  • 1 = Unified ICM-defined

  • 2 = Custom

DBINT NOT NULL
Table 321. Supported Regions

EnterpriseName

Short name

New_Jersey

NJ

District_of_Columbia

DC

Connecticut

CT

Manitoba

MB

Alabama

AL

Washington

WA

Maine

ME

Idaho

ID

Wyoming

WY

California

CA

Texas

TX

New York

NY

Pennsylvania

PA

Ohio

OH

Illinois

IL

Minnesota

MN

Indiana

IN

Louisiana

LA

Mississippi

MS

Georgia

GA

Michigan

MI

Florida

FL

Bahamas

BA

Barbados

BD

British_Columbia

BC

North_Carolina

NC

Wisconsin

WI

Anguilla

AI

Antigua

AN

Barbuda

AN

Kentucky

KY

Virginia

VA

British_Virgin_Islands

BV

Ontario

ON

Maryland

MD

Delaware

DE

Colorado

CO

West Virginia

WV

Saskatchewan

SK

Nebraska

NE

Missouri

MO

Kansas

KS

Iowa

IA

Virgin_Islands

VI

Cayman_Islands

CQ

Rhode_Island

RI

Alberta

AB

Oklahoma

OK

Montana

MT

Massachusetts

MA

Quebec

QC

Tennessee

TN

Utah

UT

Bermuda

BM

Grenada

GN

Arkansas

AR

Arizona

AZ

Oregon

OR

New_Mexico

NM

New_Brunswick

NB

New_Hampshire

NH

South_Dakota

SD

Turks_and_Caicos_Islands

TC

Montserrat

RT

CNMI

N_Mariana_Islands

MP

Guam

GU

North_Dakota

ND

Nevada

NV

Newfoundland

NL

St_Lucia

SA

Dominica

DM

St_Vincent_Grenadines

ZF

Puerto_Rico

PR

Vermont

VT

South_Carolina

SC

Hawaii

HI

Dominican_Republic

DR

Yukon_and_Northwest_Territories

NT

Trinidad_Tobago

TR

StKitts_Nevis

KA

Jamaica

JM

Nova_Scotia

NS

Alaska

AK

Region_View_Member

Table

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

Each row associates a specific region with a region view.

Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.

Related Tables

Region (via RegionID)

Region_View (via RegionViewID)

Table 322. Indexes for Region_View_Member Table

index_name

index_description

index_keys

XIE1Region_View_Member

nonclustered located on PRIMARY

RegionID

XPKRegion_View_Member

clustered, unique, primary key located on PRIMARY

RegionViewID, RegionID

Table 323. Fields in Region_View_Member Table
Name Description Data Type Keys and NULL Option
Color

Identifies the color in which to display the region in the view.

DBINT NOT NULL
RegionID

Identifies the region.

DBINT PK, FK, IE-1 NOT NULL
RegionViewID

A unique identifier for the record.

DBINT PK NOT NULL

Rename

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

Table 324. Indexes for Rename Table

index_name

index_description

index_keys

XPKRename

clustered, unique, primary key located on PRIMARY

TableName

Table 325. Fields in Rename Table
Name Description Data Type Keys and NULL Option
TableName

The name of the historical table.

VNAME32 PK NOT NULL
Buf

The name of the buffer table for swapping.

VNAME32 NULL
Msg

The name of the first temporary historical table.

VNAME32 NULL
Tmp

The name of the second temporary historical table.

VNAME32 NULL

Route

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

Each row represents a possible destination for a call. Use Unified ICM Configuration Manager to add, update, and delete Route records.

Related Tables

Peripheral_Default_Route (via RouteID)

Peripheral_Target (via RouteID)

Route_Call_Detail (via RouteID)

Route_Five_Minute (via RouteID)

Route_Half_Hour (via RouteID)

Route_Real_Time (via RouteID)

Service (ServiceSkillTargetID maps to Service.SkillTargetID)

Skill_Target (via SkillTargetID)

Termination_Call_Detail (via RouteID

Table 326. Indexes for Route Table

index_name

index_description

index_keys

XAK1Route

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Route

nonclustered located on PRIMARY

SkillTargetID, ServiceSkillTargetID

XIE2Route

Nonclustered index located on PRIMARY

DateTimeStamp

XPKRoute

clustered, unique, primary key located on PRIMARY

RouteID

Table 327. Fields in Route Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when the record was added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the route.

DESCRIPTION NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

DBINT NULL
EnterpriseName

An enterprise name for the route. This must be unique among all routes in the enterprise.

VNAME32 AK-1 NOT NULL
RouteID

Unique identifier for the route.

DBINT PK NOT NULL
ServiceSkillTargetID

Associated Service.SkillTargetID. Every route that terminates at a peripheral should have a service.

DBINT FK, IE-1 NULL
SkillTargetID

Foreign key from the Skill Target table that represents the destination of the route. The destination is a Service, Skill Group, Agent, or Translation Route.

DBINT FK, IE-1 NULL

Route_Call_Detail

This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.

It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.

Whenever the system software receives a routing request, each row in this table records information about the routing request and the route the system software chooses for it. Therefore, the system generates a Route_Call_Detail record for every routing request it processes.

Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.

Related Tables

Table 328. Indexes for Route_Call_Detail Table

index_name

index_description

index_keys

XPKRoute_Call_Detail

Primary key

Note

 

Unlike the default, this primary key is nonclustered.

RecoveryKey

XIE1Route_Call_Detail

Inversion key

DateTime

XIE2Route_Call_Detail

Inversion key

DbDateTime

XIE3Route_Call_Detail

Inversion key

DateTime, RouterCallKey, RouterCallKeySequenceNumber

Table 329. Fields in Route_Call_Detail Table

Name

Description

Data Type

Keys and NULL Option

ANI

Automatic Number Identification, identifies the calling party.

VNAME32

NULL

ApplicationGatewayID

Foreign key to the Application_Gateway table and represents the instance that is selected by the Contact sharing node for this route.

DBINT

NULL

BeganCallTypeDateTime

A new time stamp that indicates when the call entered the current CallType.

DBDATETIME

NULL

BeganRoutingDateTime

A new time stamp that indicates when the first route request was received for this call.

DBDATETIME

NULL

CallStartDateTimeUTC

The time at which the Central Controller started routing the call. It is reported in the UTC format.

DBDATETIME

NULL

CallSegmentTime

Time in seconds that the system took to segment a private network call. For example, if the system software handed off the caller to a menu of choices, CallSegmentTime reflects the length of time the caller spent in the menu.

DBINT

NULL

CallTrace

The system software does not populate this field. It is reserved for future use.

varbinary(max)

NULL

CallTypeID

Foreign key from Call Type table. If a script changed the call type, this is the final call type for the call. This unique identifier is generated automatically by the system software.

DBINT

FK

NULL

CDPD

Customer Database Provided Digits. Used to track a call from the public network to the peripheral. ISDN is required to carry the information to the switch.

VARCHAR(30)

NULL

CED

Caller-Entered Digits.

VARCHAR(30)

NULL

ContactShareErrorCode

Contact Share Error code returned by the contact share node.

  • 0 - No error

  • 2 - CS_NOT_CONNECTED

    No connection to the Contact Share process.

  • 3 - CS_TIMED_OUT

    Request to the Contact Share process failed.

  • 4 - CS_CONFIG_ERROR

    Contact Share process encountered a configuration related error.

  • 5 - CS_EXECUTION_ERROR

    Contact Share process encountered an expression execution related error.

  • 8 - CS_APPGTW_ERROR

    Unable to lookup application gateway with the code that the Contact Share process returned.

  • 9 - CS_UNKNOWN_ERROR

    Contact Sharing encountered an unknown error.

DBINT

NULL

ContactShareGroupID

Foreign key to the Contact_Share_Group table and represents the Contact Share Group ID for this route.

DBINT

NULL

ContactShareQueueID

Foreign key to the Contact_Share_Queue table and represents the Contact Share Queue ID selected by the Contact Sharing node for this route.

DBINT

NULL

ContactShareResult

Result of the Contact Share Calculation as defined by the Rule Expression.

DBFLT4

NULL

ContactShareRuleID

Foreign key to the Contact_Share_Rule table and represents the Contact Share Rule in effect at the time of this route.

DBINT

NULL

DateTime

The date and time when the call was routed.

DBDATETIME

IE-1

NOT NULL

DbDateTime

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

DBDATETIME

IE-2

NULL

DialedNumberID

Foreign key from the Dialed Number table.

DBINT

FK

NULL

DialedNumberString

The dialed number for the call. If the dialed number for the call is configured, this is the same as the DialedNumberString of the dialed number specified by DialedNumberID. If the dialed number for the call is not configured, this is the dialed number string and DialedNumberID is NULL.

VNAME32

NULL

ECCPayloadID

A unique identifier for this ECC payload

DBINT

NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

VARCHAR(64)

NULL

FutureUseVarchar2

Reserved for future use

VARCHAR(64)

NULL

FinalObjectID

Identifies the node ID of the last script node that was run to route the call.

DBINT

NULL

Label

Identifies the label that was passed to the routing client. For a translation routed call, this is the label for translation route, not the ultimate destination. If the label passed to the routing client for the call is configured, this will be the same as the Label field of the label specified by LabelID. If the label for the call is not configured, this is the label passed back to the routing client and the LabelID will be NULL.

VNAME32

NULL

LabelID

Identifies the label that was passed to the routing client. For a translation routed call, this is the label for the translation route, not the ultimate destination.

DBINT

FK

NULL

MRDomainID

An identifier for the Media Routing Domain in the Unified ICM system configuration

DBINT

NULL

MsgOrigin

The originator of the request:

  • - 1 = Unspecified

  • 1 = Switch

  • 2= CallSim

  • 3 = TestCall

DBSMALLINT

NULL

NetQTime

Time in seconds the call spent in a network router queue.

For Unified CCEor translation routed calls, NetQTime is included in the computation of answer wait time.

For legacy ACDS, OPC does nothing with the NetQTime other than put it in the Termination_Call_Detail record.

DBINT

NULL

NetworkTargetID

Identifies the scheduled target or peripheral target that was chosen by the system software.

DBINT

FK

NULL

Originator

The origin of the route request.

VARCHAR(8)

NULL

OriginatorType

Type of originator for a private network route request. A private network route request is sent from the ACD to the system software through the Peripheral Gateway. For a list of valid options, see Route Call Detail Fields.

DBSMALLINT

NULL

Priority

The priority that a private network routing client gives to the call. Supported by Lucent ASAI.

DBSMALLINT

NULL

RecoveryDay

Currently not used, set to zero (0).

DBINT

NOT NULL

RecoveryKey

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

Note

 

Unlike the default, this primary key is nonclustered.

DBFLT8

PK

NOT NULL

RequeryResult

The reason for the last Requery operation.

  • REQUERY_ANSWER (0) - Script ends. The call is successfully sent to the selected target. This variable is used internally by the CallRouter. You cannot test this variable in an IF node.

  • REQUERY_ROUTE_SELECT_FAILURE (1) - Routing client generated an error code from ReRouteReq msg indicating a Route Select failure.

  • REQUERY_CALLED_PARTY_BUSY (2) - Routing client generated an error code from ReRouteReq msg indicating that the called party is busy.

  • REQUERY_NO_ANSWER (3) - Routing client generated an error code from ReRouteReq msg indicating no answer.

  • REQUERY_ERROR (4) - CallRouter generated an error code. The attempt to send the call to target, failed as the target is not reachable (i.e., busy, ring no answer).

  • REQUERY_ABORTED (5) - The attempt to send the call to a target failed as the caller abandoned before the call is delivered to its destination. In the case of ABANDON and DISCONNECT, the CallRouter assumes the call is ended and ends the script. The RequeryStatus value is set to 5, indicating REQUERY_ABORTED. This variable is used internally by the CallRouter. You cannot test this variable in an IF node.

  • REQUERY_TIMED_OUT (6) - The call attempt failed as the routing client did not respond to the router within the DivertOnBusyCallTimeout period (180 seconds by default). If the target node has Router Requery enabled, when DivertOnBusyCallTimeout period expires, the router closes the Router Requery with REQUERY_TIMED_OUT. This variable is used internally by the CallRouter. You cannot test this variable in an IF node.

  • REQUERY_NOT_SUPPORTED (7) – Requery is not supported.

DBINT

NULL

RequestType

Type of request. For the list of values, see Route Call Detail Fields.

DBSMALLINT

NOT NULL

RouteID

Foreign key from the Route table. This system software identifier specifies the route where the call was sent. A route is a value that is returned by a routing script that maps to a target at a peripheral. This target can be a service, skill group, agent, or translation route. The value (for example, 5000), is unique among all routes in the enterprise. It is taken from the Route table in the Unified ICM central database. Route IDs are generated automatically when a route is configured in the Route Configuration window of Unified ICM Configuration Manager.

DBINT

FK

NULL

RouterCallKey

A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight.

DBINT

NOT NULL

RouterCallKeyDay

A value indicating the day that the call was received and the Route_Call_Detail record was created.

DBINT

NOT NULL

RouterCallKeySequenceNumber

A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. For PG routing clients, this field defines the Termination_Call_Detail instance that initiated the route request.

DBINT

NULL

RouterErrorCode

Error code from the CallRouter process.

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

DBSMALLINT

NULL

RouterQueueTime

Number of seconds the call was held in the CallRouter queue.

DBINT

NULL

RoutingClientCallKey

Call counter generated by the routing client in a private network. The counter occasionally resets, so duplicate values do occur.

DBINT

NULL

RoutingClientID

Foreign key from the Routing Client table. This is a unique identifier for this routing client. The routing client ID is generated automatically when the routing client is configured in the Routing Client Configuration window of Unified ICM Configuration Manager.

DBSMALLINT

FK

NOT NULL

ScriptID

Foreign key from Script table. Indicates the script used to route the call. This unique identifier is generated automatically by the system software.

DBINT

FK

NULL

TargetLabel

The label associated with the ultimate target at the switch. For a translation routed call, this is the label of the final destination, not of the translation route itself. If the label for the call is configured, this will be the same as the Label field of the label specified by TargetLabelID. If the label for the call is not configured, this is the final label for the call and TargetLabelID will be NULL.

VNAME32

NULL

TargetLabelID

The label associated with the ultimate target at the switch. For a translation routed call, this is the label of the final destination, not of the translation route itself.

DBINT

NULL

TargetType

A numeric value representing the result of the routing script. To see the list of values, see Route Call Detail Fields.

DBINT

NULL

TimeZone

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

DBINT

NULL

Unused

This field is reserved.

CHAR(4)

NULL

UserToUser

ISDN private network User to User information.

VARCHAR(131)

NULL

Variable1

User-defined call variable.

VARCHAR(40)

NULL

Variable2

User-defined call variable.

VARCHAR(40)

NULL

Variable3

User-defined call variable.

VARCHAR(40)

NULL

Variable4

User-defined call variable.

VARCHAR(40)

NULL

Variable5

User-defined call variable.

VARCHAR(40)

NULL

Variable6

User-defined call variable.

VARCHAR(40)

NULL

Variable7

User-defined call variable.

VARCHAR(40)

NULL

Variable8

User-defined call variable.

VARCHAR(40)

NULL

Variable9

User-defined call variable.

VARCHAR(40)

NULL

Variable10

User-defined call variable.

VARCHAR(40)

NULL

VruProgress

The VRUProgress call variable value.

DBINT

NULL

VruScripts

Number of VRU Script nodes encountered by the call.

DBINT

NULL

Route_Call_Variable

This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.

It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.

Each row records the value of an expanded call variable for a call routed by the system software. If the expanded call variable is an array, one Route_Call_Variable row is generated for each element of the array. Therefore, the system software generates a Route_Call_Variable record for each enabled persistent expanded call variable for every routing request it processes.

Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.

Related Tables

Expanded_Call_Variable (via ExpandedCallVariableID)

Route_Call_Detail (RCDRecoveryKey maps to Route_Call_Detail.RecoveryKey)

Table 330. Indexes for Route_Call_Variable Table

index_name

index_description

index_keys

XAK1Route_Call_Variable

Clustered, unique, unique key located on PRIMARY

RCDRecoveryKey, ExpandedCallVariableID, ArrayIndex

XIE1Route_Call_Variable

Nonclustered located on PRIMARY

DateTime

XIE2Route_Call_Variable

Nonclustered located on PRIMARY

DbDateTime

XPKRoute_Call_Variable

Nonclustered, unique, primary key located on PRIMARY

RecoveryKey

Table 331. Fields in Route_Call_Variable Table
Name Description Data Type Keys and NULL Option
ArrayIndex

If the expanded call variable is an array, this identifies the array element: 0 to N-1, where N is the size of the array.

DBINT AK-2 NOT NULL
DateTime

The date and time when the call was routed.

DBSMALLDATE IE-1 NOT NULL
DbDateTime

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

DBDATETIME IE-2 NULL
ECCValue

The value of the call variable or array element.

VARCHAR(255) NULL
ExpandedCallVariableID

Identifies the expanded call variable.

DBSMALLINT AK-2, FK NOT NULL
RCDRecoveryKey

The RecoveryKey value from the associated Route_Call_Detail row.

DBFLT8

AK-2 NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL

Route_Five_Minute

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

It gets populated on central and HDS databases. Each row contains statistics about a route during the most recent five-minute interval. The system software generates Route_Five_Minute records for each route.

Related Table

Route (via RouteID)

Table 332. Indexes for Route_Five_Minute Table

index_name

index_description

index_keys

XAK1Route_Five_Minute

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKRoute_Five_Minute

Clustered, unique, primary key located on PRIMARY

DateTime, RouteID, TimeZone

Table 333. Fields in Route_Five_Minute Table
Name Description Data Type Keys and NULL Option
AgentsTalking

Number of agents in the Talking state for the route at the end of the five-minute interval.

DBINT NULL
AvgDelayQAbandTo5

Average delay time of abandoned calls in queue for the route during the five-minute interval.

DBINT NULL
AvgDelayQNow

Average delay in queue for the route at the end of the five-minute interval.

DBINT NULL
AvgHandleTimeTo5

Average handle time in seconds for calls to the route ending during the five-minute interval. This includes any HoldTime, TalkTime, and WorkTime associated with the call. The HandleTime and AvgHandleTime values are updated in the database when the after-call work time associated with the call (if any) is completed.

DBINT NULL
AvgSpeedAnswerTo5

Average answer wait time for all incoming calls to the route during the five-minute interval.

DBINT NULL
AvgTalkTimeTo5

Average talk time in seconds for calls to the route ending during the five-minute interval. Talk time is populated with the TalkTime and HoldTime associated with call to the route.

DBINT NULL
CallsAbandQToday

Running total of calls to the route abandoned in queue since midnight.

DBINT NULL
CallsAnsweredTo5

Number of calls to the route answered during the five-minute DBINTerval.

DBINT NULL
CallsAnsweredToday

Number of calls to the route answered since midnight.

DBINT NULL
CallsHandledTo5

Number of calls to the route handled during the five-minute DBINTerval. A call is counted as handled when the call is finished (that is, when any after-call work associated with the call is completed).

Handled Call

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

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsHandledToday

Running total of calls to the route handled at the peripheral since midnight. CallsHandled includes all calls handled by any answering resource for the route (for example, an IVR, agent, or voice mail port).

DBINT NULL
CallsIncomingToday

Running total of incoming calls to this route since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated).

DBINT NULL
CallsInProgress

The total number of inbound and outbound calls that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the route at the end of the five-minute interval.

DBINT NULL
CallsLeftQTo5

Number of calls to the route that were removed from the queue during the five-minute interval (includes abandoned calls).

DBINT NULL
CallsOfferedTo5

Number of calls to the route offered in the five-minute interval. The CallsOffered count includes calls that are overflowed and transferred into the service or route. A call is counted as offered as soon as it is associated with a route.

DBINT NULL
CallsOfferedToday

Running total of incoming calls plus internal calls offered to the route since midnight.

DBINT NULL
CallsQNow

Calls in queue for the route at the peripheral at the end of the interval.

DBINT NULL
CallsRoutedToday

Running total of calls the system software sent to the route since midnight.

DBINT NULL
DateTime

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

DBSMALLDATE PK NOT NULL
LongestCallQ

Length of time that the longest call in the queue for the route had been there at the end of the five-minute interval.

DBINT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
RouteID

Foreign key from the Route table.

DBINT PK, FK NOT NULL
ServiceLevelAbandTo5

Total of calls to the route abandoned within the service level threshold during the five-minute interval.

DBINT NULL
ServiceLevelAbandToday

Cumulative total of calls to the route abandoned within the service level threshold since midnight.

DBINT NULL
ServiceLevelCallsOfferedTo5

Total number of calls to the route that had a service level event during the five-minute interval.

DBINT NULL
ServiceLevelCallsOfferedToday

Total number of calls to the route that had a service level event since midnight.

DBINT NULL
ServiceLevelCallsQHeld

Number of calls to the route that had been in queue longer than the service level threshold as of the end of the five-minute interval.

DBINT NULL
ServiceLevelCallsTo5

Total of calls to the route answered within the service level threshold during the five-minute interval.

DBINT NULL
ServiceLevelCallsToday

Cumulative total of calls to the route answered within the service level since midnight.

DBINT NULL
ServiceLevelTo5

Service level for the route for the five-minute interval.

DBFLT4 NULL
ServiceLevelToday

Cumulative service level for this route since midnight. The system software uses the same type of calculation as specified for the service associated with the route.

DBFLT4 NULL
TimeZone

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

DBINT PK NOT NULL
Unused1

This field is not used.

DBFLT4 NULL

Route_Half_Hour

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

Central database only. Each row contains statistics for each route during the most recent 30-minute interval. The system software generates Route_Half_Hour records for each route.

Related Table

Route (via RouteID)

Table 334. Indexes for Route_Half_Hour Table

index_name

index_description

index_keys

XAK1Route_Half_Hour

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Route_Half_Hour

nonclustered located on PRIMARY

DbDateTime

XPKRoute_Half_Hour

clustered, unique, primary key located on PRIMARY

DateTime, RouteID, TimeZone

Table 335. Fields in Route_Half_Hour Table
Name Description Data Type Keys and NULL Option
AnswerWaitTimeToHalf

Sum of answer wait time in seconds for all incoming calls to the route during the half-hour interval.

DBINT NULL
AvgDelayQAbandToHalf

Average delay time of calls to the route that were abandoned in queue during the half-hour interval. This value is calculated as follows: DelayQAbandTimeToHalf / CallsAbandQToHalf

DBINT NULL
AvgDelayQToHalf

Average delay in seconds for calls queued for the route during the half-hour interval. The value is calculated as follows: DelayQTimeToHalf / CallsQToHalf

DBINT NULL
AvgHandleTimeToHalf

The average handled calls time in seconds for calls counted as handled for the route during the half-hour interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. This value is calculated as follows: HandleTimeToHalf / CallsHandledToHalf. The AvgHandleTime value is counted when the after-call work time associated with the call is completed, and the database is updated every half hour.

DBINT NULL
AvgSpeedAnswerToHalf

Average answer wait time for all incoming calls to the route in the half-hour interval. This value is calculated as follows: AnswerWaitTimeToHalf / CallsAnsweredToHalf

DBINT NULL
AvgTalkTimeToHalf

The average talk time in seconds for calls to the route. Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the route (from Termination_Call_Detail). This value is calculated as follows: TalkTimeToHalf / CallsHandledToHalf .The field is counted when all after-call work associated with the call is completed, and the database is updated every half hour.

DBINT NULL
BlindTransfersOutToHalf

The number of calls that were blind transferred out for this route during the half-hour interval.

DBINT NULL
CallsAbandQToHalf

Number of calls abandoned in queue on this route during the half-hour interval.

DBINT NULL
CallsAnsweredToHalf

The total number of calls answered by agents, IVRs, or voice-mail ports for the route during the half-hour interval.

DBINT NULL
CallsHandledToHalf

Total number of calls handled on this route during the half-hour interval. CallsHandled includes all calls handled by any answering resource for the route (for example, an IVR, agent, or voice mail port).

A handled call is:

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

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsIncomingToHalf

Total of incoming calls on this route during the half-hour interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated).

DBINT NULL
CallsOfferedToHalf

Total of incoming calls plus internal calls offered on this route during the half-hour interval.

DBINT NULL
CallsQToHalf

Number of calls to the route in queue during the half-hour interval. A call that queues multiple times is counted as queued once for the route.

DBINT NULL
CallsRoutedToHalf

Total calls the system software sent to this route during the half-hour interval.

DBINT NULL
DateTime

The date and time at the start of the half-hour interval.

DBSMALLDATE PK NOT NULL
DbDateTime

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

DBDATETIME IE-1 NULL
DelayQAbandTimeToHalf

The total number of seconds that calls to the route that were abandoned in queue waited during the interval. These are calls that existed in the queue but were abandoned before being handled by an agent or trunk device.

DBINT NULL
DelayQTimeToHalf

Sum of delay time of all calls in queue for the route during the half-hour interval. This field is populated with the LocalQTime from the Termination_Call_Detail record.

DBINT NULL
ForcedClosedCallsToHalf

The number of calls to the route that were determined to be closed following an interruption in data during the half-hour interval. ForcedClosedCalls are calls that terminated because of errors tracking the call's state transition. Calls may become forced closed if there is lack of events from the ACD's CTI interfaces (for example, a lack of a Disconnect event, or failure on the switch's CTI connection).

DBINT NULL
HandleTimeToHalf

The total time in seconds that calls were handled for the route during the half-hour interval. Handle time is tracked only for inbound ACD calls that are counted as handled for the route. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any HoldTime, TalkTime, and WorkTime associated with the call. The HandleTime and AvgHandleTime values are updated in the database when the after-call work time associated with the call is completed.

DBINT NULL
HoldTimeToHalf

Total hold time in seconds for calls to the route that ended during the half-hour interval.

DBINT NULL
LongestCallAbandTime

The longest time in seconds a call was in queue for the route before being abandoned during the half-hour interval. This includes the LocalQTime, DelayTime, and RingTime.

DBINT NULL
LongestCallDelayQTime

The longest time in seconds a call was in queue for the route before being answered during the half-hour interval. This includes the LocalQTime for the call.

DBINT NULL
OverflowInToHalf

Number of calls that the peripheral retargeted, or overflowed, into the route during the half-hour interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in).

DBINT NULL
OverflowOutToHalf

Number of calls the peripheral retargeted, or overflowed, out of the route during the half-hour interval. The system software keeps counts of the number of calls moved our of each service or route (overflowed out) and moved into each service or route (overflowed in).

DBINT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
RedirectNoAnsCallsToHalf

Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval.

DBINT NULL
Reserved1

Reserved for future use.

DBINT NULL
Reserved2

Reserved for future use.

DBINT NULL
Reserved3

Reserved for future use.

DBINT NULL
Reserved4

Reserved for future use.

DBINT NULL
Reserved5

Reserved for future use.

DBFLT4 NULL
RouteID

Foreign key from the Route table.

DBINT PK, FK NOT NULL
ServiceLevelAbandToHalf

Cumulative total of calls to the route abandoned within the service level during the half-hour interval.

DBINT NULL
ServiceLevelCallsOfferedToHalf

Number of calls to the route that have had a service level event during the current half-hour interval.

DBINT NULL
ServiceLevelCallsToHalf

Cumulative total of calls to the route answered within the service level during the half-hour interval.

DBINT NULL
ServiceLevelToHalf

Cumulative service level for the route during the half-hour interval. The system software uses the same type of service level calculation as specified for the service associated with the route.

DBFLT4 NULL
ServiceLevelType

Service Level Type used to calculate Service level for this interval

DBINT NULL
ShortCallsTimeToHalf

The time, in seconds, accumulated by calls that were too short to be counted as abandoned during the half-hour interval. These calls were abandoned before the abandoned call wait time expired.

DBINT NULL
ShortCallsToHalf

The total number of calls to the route that were too short to be considered abandoned during the half-hour interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations.

DBINT NULL
TalkTimeToHalf

The number of seconds the call was talking plus the number of seconds the call was on hold. TalkTime for routes and services is taken from the TalkTime and HoldTime. It is counted when any after-call work associated with the call is completed, and the database is updated every half hour.

DBINT NULL
TimeZone

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

DBINT NOT NULL

Route_Real_Time

Table

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

Local database only.

Each row contains real time information about a route. The system software generates a Route_Real_Time record for each route.

Related Table

Route (via RouteID)

Table 336. Indexes for Route_Real_Time Table

index_name

index_description

index_keys

XPKRoute_Real_Time

clustered, unique, primary key located on PRIMARY

RouteID

Table 337. Fields in Route_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentsTalking

Number of agents for the route currently in the talking state

DBINT NULL
AnswerWaitTimeHalf

Sum of answer wait time in seconds for all calls offered to the route during the current half-hour interval.

DBINT NULL
AnswerWaitTimeTo5

Sum of answer wait time in seconds for all calls offered to the route during the rolling five-minute interval.

DBINT NULL
AnswerWaitTimeToday

Sum of answer wait time in seconds for all calls offered to the route since midnight.

DBINT NULL
AvgDelayQAbandTo5

Average delay time of abandoned calls in queue for the route during the rolling five-minute interval: DelayQAbandTimeTo5 / CallsAbandQTo5.

DBINT NULL
AvgDelayQNow

Average delay for calls to the route currently in queue.

DBINT NULL
AvgHandleTimeTo5

Average handle time in seconds for calls to the route ending during the rolling five-minute interval: HandleTimeTo5 / CallsHandledTo5.

DBINT NULL
AvgSpeedAnswerTo5

Average answer wait time for all calls offered to the route during the rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5.

DBINT NULL
AvgTalkTimeTo5

Average talk time in seconds for calls to the route ending during the rolling five-minute interval: TalkTimeTo5 / CallsHandledTo5.

DBINT NULL
CallsAbandQHalf

Number of calls to this route abandoned while in queue or ringing during the current half-hour interval.

DBINT NULL
CallsAbandQTo5

Number of calls to the route abandoned while in queue or ringing during the rolling five-minute interval.

DBINT NULL
CallsAbandQToday

Number of calls to this route abandoned while in queue or ringing since midnight.

DBINT NULL
CallsAnsweredHalf

Number of calls to the route answered by agents during the current half-hour interval.

DBINT NULL
CallsAnsweredTo5

Number of calls to the route answered by agents during the rolling five-minute interval.

DBINT NULL
CallsAnsweredToday

Number of calls to the route answered by agents since midnight.

DBINT NULL
CallsHandledHalf

Number of calls handled on the route during the current half-hour interval.

A handled call is:

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

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsHandledTo5

Number of calls handled for the route during the rolling five-minute interval.

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsHandledToday

Number of calls handled on the route since midnight.

DBINT NULL
CallsIncomingHalf

Number of incoming calls on this route during the current half-hour interval.

DBINT NULL
CallsIncomingToday

Number of incoming calls on this route since midnight.

DBINT NULL
CallsInProgress

Number of calls in queue or being handled on this route now.

DBINT NULL
CallsLeftQTo5

Number of calls to the route that were removed from the queue during the rolling five-minute interval (includes abandoned calls).

DBINT NULL
CallsOfferedHalf

Number of incoming calls plus internal calls offered on this route during the current half-hour interval.

DBINT NULL
CallsOfferedTo5

Number of calls offered to the route during the rolling five-minute interval.

DBINT NULL
CallsOfferedToday

Number of incoming calls plus internal calls offered on this route since midnight.

DBINT NULL
CallsQNow

Number of calls to the route in queue now at the peripheral.

DBINT NULL
CallsQNowTime

Total queue time in seconds for all calls to the route currently in queue.

DBINT NULL
CallsRoutedHalf

Number of calls sent on this route during the current half-hour interval.

DBINT NULL
CallsRoutedToday

Number of calls the system software sent to this route since midnight.

DBINT NULL
DateTime

Date and time that this data was last updated.

DBDATETIME NOT NULL
DelayQAbandTimeTo5

Sum of delay time of all calls to route abandoned in queue during the rolling five-minute interval.

DBINT NULL
HandleTimeHalf

Total handle time in seconds for calls to the route ending during the current half-hour interval.

DBINT NULL
HandleTimeTo5

Total handle time in seconds for calls to the route ending during the rolling five-minute interval.

DBINT NULL
HandleTimeToday

Total handle time in seconds for calls to the route ending since midnight.

DBINT NULL
HoldTimeHalf

The total hold time in seconds for calls to the route ending during the current half-hour interval.

DBINT NULL
HoldTimeTo5

The total hold time in seconds for calls to the route ending during the rolling five-minute interval.

DBINT NULL
HoldTimeToday

The total hold time in seconds for calls to the route ending since midnight.

DBINT NULL
LongestCallQ

TTime that the longest call in the queue for the route was put there.

DBDATETIME NULL
OverflowInNow

Number of overflowed in calls now in queue or in progress for the route.

DBINT NULL
OverflowOutNow

Number of overflowed out calls for the route now in queue or in progress elsewhere.

DBINT NULL
RedirectNoAnsCallsHalf

Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval.

DBINT NULL
RedirectNoAnsCallsTo5

Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the rolling five-minute interval.

DBINT NULL
RedirectNoAnsCallsToday

Number of calls that rang at an agent's terminal and redirected on failure to answer in this service since midnight.

DBINT NULL
RouteID

Foreign key from the Route table.

DBINT PK, FK NOT NULL
ServiceLevelAbandHalf

Number of calls to the route abandoned within the service level threshold during the current half-hour interval.

DBINT NULL
ServiceLevelAbandTo5

Number of calls abandoned within the service level threshold during the rolling five-minute interval.

DBINT NULL
ServiceLevelAbandToday

Number of calls to the route abandoned within the service level threshold since midnight.

DBINT NULL
ServiceLevelCallsHalf

Number of calls to the route answered within the service level threshold during the current half-hour interval.

DBINT NULL
ServiceLevelCallsOfferedHalf

Number of calls to the route that have had a service level event during the current half-hour interval.

DBINT NULL
ServiceLevelCallsOfferedTo5

Number of calls to the route that have been either answered or abandoned during the rolling five-minute interval.

DBINT NULL
ServiceLevelCallsOfferedToday

Number of calls to the route that have had a service level event since midnight.

DBINT NULL
ServiceLevelCallsQHeld

Number of calls to the route currently in queue for longer than the service level threshold.

DBINT NULL
ServiceLevelCallsTo5

Number of calls to the route answered within the service level threshold during the rolling five-minute interval.

DBINT NULL
ServiceLevelCallsToday

Number of calls to the route answered within the service level threshold since midnight.

DBINT NULL
ServiceLevelHalf

Service level for the route during the current half-hour interval.

DBFLT4 NULL
ServiceLevelTo5

Service level for the route during the rolling five-minute interval.

DBFLT4 NULL
ServiceLevelToday

Service level for the route since midnight. The system software uses the same type of calculation as specified for the service associated with the route.

DBFLT4 NULL
TalkTimeHalf

The total talk time in seconds for calls to the route ending during the current half-hour interval.

DBINT NULL
TalkTimeTo5

The total talk time in seconds for calls to the route ending during the rolling five-minute interval.

DBINT NULL
TalkTimeToday

The total talk time in seconds for calls to the route ending since midnight.

DBINT NULL

Router_Queue_Interval

This table defines the statistics about each Precision Queue during the last 15 or 30 minute interval.

Table 338. Indexes for Router_Queue_Interval Table

index_name

index_description

index_keys

XAK1Router_Queue_Interval

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Router_Queue_Interva

nonclustered located on PRIMARY

DbDateTime

XPKRouter_Queue_Interval

Clustered unique primary key located on PRIMARY

DateTime, PrecisionQueueID, TimeZone

Table 339. Fields in Router_Queue_Interval Table
Name Description Data Type Keys and NULL Option
AbandInterval1

The number of calls abandoned within Interval 1. For Router Queue Interval, AbandInterval is calculated from the time the call is queued to a precision queue, to the time the call is abandoned. This includes any requery time.

DBINT NULL
AbandInterval2

Number of calls abandoned within interval 2. See AbandInterval1.

DBINT NULL
AbandInterval3

Number of calls abandoned within interval 3. See AbandInterval1.

DBINT NULL
AbandInterval4

Number of calls abandoned within interval 4. See AbandInterval1.

DBINT NULL
AbandInterval5

Number of calls abandoned within interval 5. See AbandInterval1.

DBINT NULL
AbandInterval6

Number of calls abandoned within interval 6. See AbandInterval1.

DBINT NULL
AbandInterval7

Number of calls abandoned within interval 7. See AbandInterval1.

DBINT NULL
AbandInterval8

Number of calls abandoned within interval 8. See AbandInterval1.

DBINT NULL
AbandInterval9

Number of calls abandoned within interval 9. See AbandInterval1.

DBINT NULL
AbandInterval10

Number of calls abandoned within interval 10. See AbandInterval1.

DBINT NULL
AbandStep1

Number of calls abandoned in step 1.

DBINT NULL
AbandStep2

Number of calls abandoned in step 2.

DBINT NULL
AbandStep3

Number of calls abandoned in step 3.

DBINT NULL
AbandStep4

Number of calls abandoned in step 4.

DBINT NULL
AbandStep5

Number of calls abandoned in step 5.

DBINT NULL
AbandStep6

Number of calls abandoned in step 6.

DBINT NULL
AbandStep7

Number of calls abandoned in step 7.

DBINT NULL
AbandStep8

Number of calls abandoned in step 8.

DBINT NULL
AbandStep9

Number of calls abandoned in step 9.

DBINT NULL
AbandStep10

Number of calls abandoned in step 10.

DBINT NULL
AnsInterval1
The number of calls answered within Interval 1. For Router Queue Interval, AnsInterval is calculated from the time the call is queued to a precision queue, to the time the call is answered. This includes any requery time.
DBINT NULL
AnsInterval2

Number of calls answered within interval 2. See AnsInterval1.

DBINT NULL
AnsInterval3

Number of calls answered within interval 3. See AnsInterval1.

DBINT NULL
AnsInterval4

Number of calls answered within interval 4. See AnsInterval1.

DBINT NULL
AnsInterval5

Number of calls answered within interval 5. See AnsInterval1.

DBINT NULL
AnsInterval6

Number of calls answered within interval 6. See AnsInterval1.

DBINT NULL
AnsInterval7

Number of calls answered within interval 7. See AnsInterval1.

DBINT NULL
AnsInterval8

Number of calls answered within interval 8. See AnsInterval1.

DBINT NULL
AnsInterval9

Number of calls answered within interval 9. See AnsInterval1.

DBINT NULL
AnsInterval10

Number of calls answered within interval 10. See AnsInterval1.

DBINT NULL
AnsStep1

Number of calls answered in step 1.

DBINT NULL
AnsStep2

Number of calls answered in step 2.

DBINT NULL
AnsStep3

Number of calls answered in step 3.

DBINT NULL
AnsStep4

Number of calls answered in step 4.

DBINT NULL
AnsStep5

Number of calls answered in step 5.

DBINT NULL
AnsStep6

Number of calls answered in step 6.

DBINT NULL
AnsStep7

Number of calls answered in step 7.

DBINT NULL
AnsStep8

Number of calls answered in step 8.

DBINT NULL
AnsStep9

Number of calls answered in step 9.

DBINT NULL
AnsStep10

Number of calls answered in step 10.

DBINT NULL
AttributeID1 Attribute 1 associated with the precision queue. DBINT NULL
AttributeID2 Attribute 2 associated with the precision queue. DBINT NULL
AttributeID3 Attribute 3 associated with the precision queue. DBINT NULL
AttributeID4 Attribute 4 associated with the precision queue. DBINT NULL
AttributeID5 Attribute 5 associated with the precision queue. DBINT NULL
AttributeID6 Attribute 6 associated with the precision queue. DBINT NULL
AttributeID7 Attribute 7 associated with the precision queue. DBINT NULL
AttributeID8 Attribute 8 associated with the precision queue. DBINT NULL
AttributeID9 Attribute 9 associated with the precision queue. DBINT NULL
AttributeID10 Attribute 10 associated with the precision queue. DBINT NULL
BucketIntervalID Foreign Key to the BucketInterval table. DBINT NULL

CallsAbandDequeued

The number of calls that were abandoned and de-queued from this precision queue. When a call is queued to multiple precision queues and abandoned, the CallsAbandQ field is incremented for one precision queue and CallsAbandDequeued is incremented for all of the other precision queues. The precision queue that is charged with the abandon is the one to which the call had been continuously queued to the longest at the time of the abandon. Usually, this would be the first precision queue the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order. The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to precision queue. This value is set by the call router.

DBINT

NULL
CallsAbandToAgent

In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups.

DBINT NULL
CallsAbandQ

Number of calls queued to the group by the CallRouter that were abandoned during the half- hour interval. This field is set by the CallRouter.

DBINT NULL
CallsAnswered Number of calls answered by this precision queue across all peripherals. DBINT NULL
CallsDequeued

The number of calls that were de-queued from this precision queue to be routed to another Skill Group or precision queue in the reporting interval. This field is also incremented when a call is de-queued via Cancel Queue node. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

DBINT NULL
CallsOffered

The number of calls routed or queued for the Precision Queue in the reporting interval. This value is set by the Call Router. This fields does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOffered field of Skill_Group tables.

Note

 
CallsOffered = CallsAbandToAgent + CallsHandled + CallsDequeued + RedirectNoAnsCalls + RouterError + CallsAbandQ + CallsAbandDequeued.

This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. This value is incremented by:

  • CallType short calls that are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.)

  • Calls that are cancelled bis Cancel Queue node and re-queued to the same Skill Group.

  • Calls that are routed to a Skill Group, re-queried, and re-queued to the same Skill Group

DBINT NULL
DateTime

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

DBSMALLDATE NOT NULL
DbDateTime

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

DBDATETIME NULL
DelayQAbandTime

The summation of time spent waiting in queue with this skill group by callers that abandon before being routed to an agent.

DBINT NULL
RedirectNoAnsCalls

The value represents the number of calls that reached an agent's terminal and been redirected on failure to answer in this Precision Queue during the current reporting interval.

DBINT NULL
CallsHandled

The value represents the number of inbound routed calls answered and wrap-up completed by agents associated with this Precision Queue during the reporting interval. This field is applicable for Unified CCE.

A handled call is either:

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

  • A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task.

DBINT NULL
FutureUseInt2 Reserved for future use. DBINT NULL
FutureUseInt3 Reserved for future use. DBINT NULL
FutureUseInt4 Reserved for future use. DBINT NULL
FutureUseInt5 Reserved for future use. DBINT NULL
MaxCallsQueued

The maximum number of calls queued for this precision queue during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

DBINT NULL
MaxCallWaitTime

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.

DBINT NULL
OfferedStep1 Number of calls offered in step 1. DBINT NULL
OfferedStep2 Number of calls offered in step 2. DBINT NULL
OfferedStep3 Number of calls offered in step 3. DBINT NULL
OfferedStep4 Number of calls offered in step 4. DBINT NULL
OfferedStep5 Number of calls offered in step 5. DBINT NULL
OfferedStep6 Number of calls offered in step 6. DBINT NULL
OfferedStep7 Number of calls offered in step 7. DBINT NULL
OfferedStep8 Number of calls offered in step 8. DBINT NULL
OfferedStep9 Number of calls offered in step 9. DBINT NULL
OfferedStep10 Number of calls offered in step 10. DBINT NULL
PrecisionQueueID

Reserved for future use.

DBINT NULL

PickRequests

The total number of pick requests successfully routed by the precision queue.

DBINT

NULL

PullRequests

The total number of pull requests successfully routed by the precision queue.

DBINT

NULL

PickErrors

Number of pick requests resulting in an error.

DBINT

NULL

PullErrors

Number of pull requests resulting in an error.

DBINT

NULL
QueueCalls

Number of calls queued to the group by the CallRouter during the reporting interval. This field is set by the CallRouter.

DBINT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

NOT NULL
ReportingHalfHour

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

DBINT NULL
ReportingInterval

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

DBINT NULL
RoutedToAgent Number of calls sent to an agent using this precision queue. DBINT NULL
RouterError

The number of calls that resulted in an error condition in the reporting interval. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

A few examples of error condition are:

  • CCE Script implementation is unable to find a target for the call due to any scripting or configuration error.

  • The system is unable to route the call to the identified Agent for any error in the network or device.

  • Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

 DBINT NULL
ServiceLevel

Service Level for the precision queue during the reporting interval. This value is computed based on the ServiceLevelCalls, ServiceLevelCallsoffered, ServiceLevelCallsAband and CallsDequeued. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are:

  • Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - CallsDequeued)

  • Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - CallsDequeued)

  • Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - CallsDequeued)

Note

 
This field is relevant to the Unified CCE environment only.
DBFLT4 NULL
ServiceLevelCalls

The total number of calls of this precision queue answered within the service level threshold during the reporting interval.

For Router queue Interval, ServiceLevelCalls is calculated from when the call is queued to a precision queue, to when the call is answered.

Calls may abandon while in the precision queue, or they may abandon after they have been routed to a precision queue. Calls that abandon after they are routed to a precision queue are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any precision queue (within the ServiceLevel threshold), the router increments this value for all the precision queues this call was queued for. If the call abandons after it is routed to a precision queue, that precision queue will have ServiceLevelCallsAband incremented.

Note

 
This field is relevant to the Unified CCE environment only.
DBINT NULL
ServiceLevelCallsAband

The total number of calls of this precision queue abandoned within the service level threshold during the reporting interval. For Router queue Interval, ServiceLevelCallsAband is calculated from when the call is queued to a precision queue, to when the call is abandoned.

The number of calls that abandoned within the precision queue ServiceLevel threshold in the reporting interval. Calls may abandon while in the precision queue, or they may abandon after they have been routed to a precision queue. Calls that abandon after they are routed to a precision queue are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any precision queue (within the ServiceLevel threshold), the router increments this value for all the precision queues this call was queued for. If the call abandons after it is routed to a precision queue, that precision queue will have ServiceLevelCallsAband incremented. Other precision queues will have ServiceLevelCallsDequeued incremented. Dequeuing the call via cancel node has no impact on ServiceLevelCallsAband.

Note

 
This field is relevant to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelCallsDequeue

The number of queued calls de-queued from a precision queue within the skill ServiceLevel threshold in the reporting interval. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. Note: This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue.

DBINT NULL
ServiceLevelCallsOffered

The number of calls routed or queued for a precison queue in the reporting interval. Includes the following categories of calls:

  • Calls that are answered within the ServiceLevel threshold

  • Calls that are abandoned within the ServiceLevel threshold

  • Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel)

  • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold).

Note

 
ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the RouterError field to exclude all the erroneous calls and ServiceLevelError field to exclude erroneous calls before threshold.Note: This field is relevant to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelError

The calls that ended in Error state within the precision queue Service Level threshold during the reporting interval

Note

 
This field is relevant to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelRONA

The calls that redirected on no answer within the Service Level threshold during the reporting interval. These calls are part of the ServiceLevelCallsOffered.

Note: This field is relevant to the Unified CCE environment only.

Note: With the existence of a network VRU, this value includes time in the network queue.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
SkipStep1 Number of calls skipped due to Consider If in step 1. DBINT NULL
SkipStep2 Number of calls skipped due to Consider If in step 2. DBINT NULL
SkipStep3 Number of calls skipped due to Consider If in step 3. DBINT NULL
SkipStep4 Number of calls skipped due to Consider If in step 4. DBINT NULL
SkipStep5 Number of calls skipped due to Consider If in step 5. DBINT NULL
SkipStep6 Number of calls skipped due to Consider If in step 6. DBINT NULL
SkipStep7 Number of calls skipped due to Consider If in step 7. DBINT NULL
SkipStep8 Number of calls skipped due to Consider If in step 8. DBINT NULL
SkipStep9 Number of calls skipped due to Consider If in step 9. DBINT NULL
SkipStep10 Number of calls skipped due to Consider If in step 10. DBINT NULL
TimeZone

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

DBINT NOT NULL

Routing_Client

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

Each row corresponds to a routing client; that is, an entity that can submit routing requests to the system software. A routing client can be either a Network Interface Controller (NIC) or a Peripheral Gateway (PG).

Use the NIC Explorer tool to add, update, and delete Routing_Client records.

Related Tables

Default_Call_Type (via RoutingClientID)

Dialed_Number (via RoutingClientID)

Label (via RoutingClientID)

Logical_Interface_Controller(via LogicalControllerID)

Peripheral (via PeripheralID)

Route_Call_Detail (via RoutingClientID)

Routing_Client_Five_Minute (via RoutingClientID)

Translation_Route_Half_Hour (via RoutingClientID)

Table 340. Indexes for Routing_Client Table

index_name

index_description

index_keys

XAK1Routing_Client

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Routing_Client

nonclustered located on PRIMARY

PeripheralID

XIE2Routing_Client

nonclustered located on PRIMARY

LogicalControllerID

XPKRouting_Client

clustered, unique, primary key located on PRIMARY

RoutingClientID

Table 341. Fields in Routing_Client Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ClientType

The type of client. For an ICRP NIC, this is the type of the ultimate client on the Network ICM. In all other cases, it is the same as the Logical Interface Controller's ClientType. To see Client Type values, see Client Type.

DBSMALLINT NOT NULL
ConfigParam

String containing information specific to a routing client device (for example, a subsystem number). A null value indicates no configuration parameters are provided.

varchar(255) NULL
CongestionTreatmentMode

Congestion treatment mode for routing clients.

Values for this field include the following:

  • 0 - Use System Congestion Control: The call treatment will be applied based on System Congestion Control settings.

  • 1 - Treat call with Dialed Number Default Label: The calls to be rejected due to congestion are treated with the default label of the dialed number on which the new call arrived.

  • 2 - Treat call with Routing Client Default Label: The calls to be rejected due to congestion are treated with the default label of the routing client which of the new call arrived.

  • 3 - Treat call with System Default Label: The calls to be rejected due to congestion are treated with the system default label set in Congestion Control settings.

  • 4 - Terminate call with a Dialog Fail or RouteEnd: Terminates the new call dialog with a dialog failure.

  • 5 - Treat call with a Release Message to the Routing Client: Terminates the new call dialog with a release message.

DBINT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
DefaultLabel Default label for the routing client to treat the call. This label will respond when congestion treatment is set to Treat call with System Default Label (3). The label will be sent only to the calls to be rejected. VNAME32 NULL
DefaultMRDomainID

The default Media Routing Domain associated with this routing client.

DBINT NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N= No

DBCHAR NOT NULL
Description

Additional information about the routing client.

DESCRIPTION NULL
DialedNumberLabelMapPresent

  • 0 =Not to use DN/Label map

  • 1 =Use DN/Label map for labels, excluding translation route labels

  • 2=Use DN/Label map for all labels, including translation route labels

DBSMALLINT NOT NULL
EnterpriseName

An enterprise name for this routing client. The name must be unique among all routing clients in the enterprise.

VNAME32 AK-1 NOT NULL
LateThreshold

Threshold value, in milliseconds, for classifying responses as late. Any response that exceeds this threshold is considered late even if it does not exceed the TimeoutThreshold.

DBSMALLINT NOT NULL
LogicalControllerID

Specifies the logical interface controller (PG or NIC) that services the routing client.

DBSMALLINT FK,, IE-2 NOT NULL
NetworkRoutingClient

A name used to associate routing clients across instances.

VNAME32 NULL
NetworkTransferPreferred

When the target of a call transfer is reachable by both a label defined for the requesting routing client and by another label defined for the network routing client that pre-routed the call, this column indicates which choice is preferred. Stored as a character:

  • Y = Network Transfer is preferred

  • N = Network Transfer is not preferred.

DBCHAR NOT NULL
PeripheralID

Indicates which peripheral is acting as the interface to the system software within a private network.

DBSMALLINT FK, IE-1 NULL
RoutingClientID

Unique identifier for this routing client.

DBSMALLINT PK NOT NULL
RoutingType

Type of routing for MR client type. The value is NONE by default, or Multichannel when implemented with Social Media.

DBINT NULL
TimeoutLimit

Maximum time, in seconds, for which the routing client waits for a response. If the routing client receives no responses from the system software within this limit, it terminates routing operation.

DBSMALLINT NOT NULL
TimeoutThreshold

Maximum time, in milliseconds, the routing client can wait for a response to a routing request. The NIC sends a default response slightly before this threshold.

DBSMALLINT NOT NULL

Routing_Client_Five_Minute

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

It gets populated on central and HDS databases. This table contains statistics for each routing client during the five-minute interval.

The system software generates Routing_Client_Five_Minute records for each routing client.

Related Tables

Physical_Interface_Controller(via PhysicalControllerID)

Routing_Client (via RoutingClientID)

Table 342. Indexes for Routing_Client_Five_Minute Table

index_name

index_description

index_keys

XAK1Routing_Client_Five_Minute

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKRouting_Client_Five_Minute

clustered, unique, primary key located on PRIMARY

DateTime, RoutingClientID, PhysicalControllerID, TimeZone

Table 343. Fields in Routing_Client_Five_Minute Table
Name Description Data Type Keys and NULL Option
AbandonTo5

Number of Abandoned messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
ActivityTestTo5

Number of Activity Test messages sent during the five-minute interval.

DBINT NULL
AnnouncementTo5

Number of announcement labels the system software sent to the routing client during the five-minute interval.

DBINT NULL
AnswerTo5

Number of Answered messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
CalledPartyBusyTo5

Number of Called Party Busy messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
CallEventReportTo5

Number of Call Event Report messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
CallGapTo5

Number of Call Gap messages the system software sent to the routing client during the five-minute interval.

DBINT NULL
CallRouterQueueTo5

Number of CallRouter queue messages the system software sent to the routing client during the five-minute interval.

DBINT NULL
CircularRouteResponsesTo5

The number of responses to the routing client during the five-minute interval in which the destination is the same as the source.

DBINT NOT NULL
CongestionDurationTo5 Congestion duration in number of seconds during the five minute interval. DBINT NULL
ConnectTo5

Number of Connect messages the system software sent to the routing client during the five-minute interval.

DBINT NULL
DateTime

Central Controller date and time at the start of the five-minute interval.

DBSMALLDATE PK NOT NULL
DbDateTime

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

 DBDATETIME IE-1 NULL
DestinationTo5

Number of destination labels the system software sent to the routing client during the five-minute interval.

DBINT NULL
DialogErrorConfTo5

Number of Dialog Fail Confirm messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
DialogFailTo5

Number of Dialog Fail messages the system software sent to the routing client during the five-minute interval.

DBINT NULL
DiscardedCallsTo5

During the five-minute, the number of requests from the routing client discarded because of an internal constraint, such as buffering.

DBINT NOT NULL
DisconnectTo5

Number of Disconnect messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
HighestCongestionLevelTo5 Highest congestion level in a five-minute interval. DBINT NULL
Histogram0

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram1

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram2

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram3

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram4

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram5

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram6

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram7

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram8

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram9

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram10

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram11

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram12

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram13

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram14

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram15

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram16

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram17

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram18

The number of calls routed in a 100-millisecond period.

DBINT NULL
Histogram19

Number of responses to the routing client that exceeded the late threshold but did not timeout.

DBINT NULL
LateCallsTo5

Total number of calls during the five-minute interval that were responded to after the late threshold.

DBINT NOT NULL
MaxDelay

Maximum delay, in milliseconds, of responses to the routing client during the five-minute interval.

DBINT NOT NULL
MeanResponseTo5

Mean time, in milliseconds, for the responses to the routing client during the five-minute interval.

DBINT NOT NULL
NetworkBusyTo5

Number of Busy labels the system software sent to the routing client during the five-minute interval.

DBINT NULL
NetworkDefaultTo5

Number of Network Default responses the system software sent to the routing client during the five- minute interval.

DBINT NULL
NetworkPostQueryTo5

Number of Post-Query labels the system software sent to the routing client during the five-minute interval.

DBINT NULL
NetworkResourceTo5

Number of Network Resource labels the system software sent to the routing client during the five-minute interval.

DBINT NULL
NetworkRingTo5

Number of Ring labels the system software sent to the routing client during the five-minute interval.

DBINT NULL
NewCallTo5

Number of New Call messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
NoAnswerTo5

Number of No Answer messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
NumAlternateCallConfTo5

Number of Alternate Confirmations sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumAlternateCallReqTo5

Number of Alternate Requests sent (PG) or received (NIC) in the five-minute window.

DBINT NULL
NumBlindTransferConfTo5

The number of blind transfer confirmation messages the routing client sent during the five-minute interval.

DBINT NULL
NumCallEstablishedEventTo5

Number of Established Events sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumCallFailedEventTo5

The number of call failure event messages the routing client sent during the five-minute interval.

DBINT NULL
NumCallHeldEventTo5

Number of Held Events sent (NIC) or received (PG) in the five-minute window..

DBINT NULL
NumCallOriginatedEventTo5

Number of Originated Events sent (NIC) or received (PG) in the five-minute window..

DBINT NULL
NumCancelInd

The number of cancel indications the VRU routing client sent to the VRU during the five-minute interval.

DBINT NULL
NumConferenceCallConfTo5

Number of Conference Confirmations sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumConferenceCallReqTo5

Number of Conference Requests sent (PG) or received (NIC) in the five-minute window.

DBINT NULL
NumConferencedEventTo5

Number of Conferenced Events sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumConnectionClearedEventTo5

Number of Connection Cleared Events sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumConsultConfTo5

Number of Network Consult Confirmations (responses to Connect with operation code Consult) sent (NIC) or received (PG) in the five-minute window..

DBINT NULL
NumConsultTransferConfTo5

Number of Consultative Transfer Confirmations sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumConsultTransferReqTo5

Number of Consultative Transfer Requests sent (PG) or received (NIC) in the five-minute window.

DBINT NULL
NumDropConnectionConfTo5

Number of Drop Connection Confirmations sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumDropConnectionReqTo5

Number of Drop Connection Requests sent (PG) or received (NIC) in the five-minute window.

DBINT NULL
NumReconnectCallConfTo5

Number of Reconnect Confirmations sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumReconnectCallReqTo5

Number of Reconnect Requests sent (PG) or received (NIC)in the five-minute window.

DBINT NULL
NumRetrievedEventTo5

Number of Retrieved Events sent (NIC) or received (PG) in the five-minute window.

DBINT NULL
NumReleaseInd

The number of release indications the VRU routing client sent to the VRU in the five-minute window.

DBINT NULL
NumTransferEventTo5

The number of transfer event messages the routing client sent during the five-minute interval.

DBINT NULL
PeripheralQueueTo5

Number of peripheral queue messages the system software sent to the routing client during the rollling five-minute interval.

DBINT NULL
PhysicalControllerID

Foreign key from Physical Interface Controller table.

DBSMALLINT PK, FK NOT NULL
RcvInErrorTo5

Number of requests from the routing client that produced errors during the five-minute interval.

Note

 

This field will increment only when:

- A pre-routed (that is, translation-routed) call terminates before reaching its destination target for reasons other than exceeding the late threshold, timing-out, or being discarded.

- A post-routed call terminates for reasons other than timing-out, being rejected for carrying duplicate invocation, due to an inactive Routing Client service, or being associated with Network Transfer.

DBINT NOT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
RejectedRequestsTo5 The total number of calls rejected due to congestion in the five-minute interval DBINT NULL
ReqInstrTo5

Number of Request Instruction messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
ReRouteReqTo5

Number of ReRoute Request messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
ResponsesTo5

Number of route responses to the routing client during the five-minute interval.

DBINT NOT NULL
RouteSelectFailureTo5

Number of Route Select Failure messages the routing client sent to the system software during the five-minute interval.

DBINT NULL
RoutingClientID

Foreign key from Routing Client table.

DBSMALLINT PK, FK NOT NULL
RunScriptTo5

Number of Run Script messages the system software sent to the routing client during the five-minute interval.

DBINT NULL
ScriptRespTo5

Number of Script Response messages the routing client sent to the system software during the five minute interval.

DBINT NULL
TimeoutCallsTo5

Total number of calls during the five-minute interval that were responded to after the timeout threshold.

DBINT NOT NULL
TimeZone

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

DBINT PK NOT NULL
TranslationRouteAbortedTo5

Number of translation route requests initiated by the routing client that were aborted during the five-minute interval.

DBINT NULL
TranslationRouteTimedOutTo5

Number of translation route requests received by the routing client that exceeded the timeout threshold during the rollingfive-minute interval.

DBINT NULL

Routing_Pattern

This table helps Unified CVP to maintain the routing pattern and decide the destination of the calls


Note

This table is not applicable for Unified CCE.

Related Tables

  • Machine Host (through MachineHostID)

Table 344. Indexes for Routing_Pattern Table

index_name

index_description

index_keys

XPKRouting_Pattern

Primary key

PatternID

XAK1Routing_Pattern

Unique key

Pattern
Table 345. Fields in Routing_Pattern Table
Name Description Data Type Keys and NULL Option

PatternID

A primary key that identifies the pattern.

DBINT

PK

NOT NULL

Pattern

The pattern for routing the call.

varchar(24)

AK

NOT NULL

MachineHostID

The MachineHostID for the site name the pattern is associated to.

In case of main site, the value is NULL.

DBINT

FK

NULL

Description

The description of the pattern.

DESCRIPTION

NULL

PatternType

The type of the pattern.

Valid routing pattern types and their values are as follows:

  • VRU = 1

  • Agent = 2

  • External = 3

DBINT

NOT NULL

Destination

The destination where the pattern will route the call to.

The destination is either SIP server group or Fully Qualified Domain Name (FQDN).

varchar(255)

NOT NULL

SendToOriginator

Enables 'Send Call to Originator'.

Note

 

This feature is supported only for VXML Gateway. It routes the VXML invite to the same gateway from where the call came.

If the feature is not selected, the value is NULL.

This field has only three possible values: 'Y', 'N', and NULL.

DBCHAR

NULL

RNATimeout

Enables 'RNA Timeout for Outbound Calls'.

If the feature is not selected, the value is NULL.

DBSMALLINT

NULL

ConfigParam

Reserved for future use.

varchar(512)

NULL

ChangeStamp

A value that increments when the record changes the CHANGESTAMP in the central controller database.

CHANGESTAMP

NOT NULL

Schedule

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Each row describes a schedule to be imported from an external system. Imported data are stored in the Schedule_Import and Schedule_Import_Real_Time tables.

Use the Workforce Management System Import tool to create, delete, or modify Schedule rows.

Related Tables

Agent (via ScheduleID)

Business_Entity (via EntityID)

ICR_View (via ICRViewID)

Import_Log (via ScheduleID)

Import_Schedule (via ScheduleID)

Schedule_Import(via ScheduleID)

Schedule_Import_Real_Time (via ScheduleID)

Schedule_Map (via ScheduleID)

Schedule_Report (via ScheduleReportID)

Schedule_Source(via ScheduleSourceID)

Scheduled_Target (via ScheduleID)

Service (via ScheduleID)

Service_Array (via ScheduleID)

Skill_Group (via ScheduleID)

Table 346. Indexes for Schedule Table

index_name

index_description

index_keys

XAK1Schedule

nonclustered, unique, unique key located on PRIMARY

EntityID, EnterpriseName

XIE1Schedule

nonclustered located on PRIMARY

ScheduleReportID

XIE2Schedule

nonclustered located on PRIMARY

ScheduleSourceID

XIE3Schedule

nonclustered located on PRIMARY

ICRViewID

XPKSchedule

clustered, unique, primary key located on PRIMARY

ScheduleID

Table 347. Fields in Schedule Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp Records the date and time when a record is added/updated. DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N=No

DBCHAR NOT NULL
Description

Additional information about the schedule.

DESCRIPTION NULL
EnterpriseName

A unique name for the schedule.

VNAME32 AK-1 NOT NULL
EntityID

If partitioning is enabled, indicates the business entity to which the schedule belongs.

DBINT AK-1, FK NOT NULL
ICRViewID

Foreign key to a description of how the system software interprets the Schedule_Import data for the schedule.

DBINT FK, IE-3 NULL
ScheduleID

A unique identifier for the schedule.

DBINT PK NOT NULL
SchedulePeriod

The number of minutes in each scheduling interval. A schedule can contain different data for each interval.

DBINT NOT NULL
ScheduleReportID

Foreign key to the schedule report.

DBINT FK, IE-1 NULL
ScheduleSourceID

Foreign key to a description of the source from which the schedule is imported.

DBINT FK, IE-2 NULL
ScheduleType

The type of the schedule:

  • 1 = TCS

  • 2 = Custom

  • 5 = Report Export

  • 6 = Periodic

DBINT NOT NULL

Schedule_Import

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Contains the schedule data imported from a source system. Only specific fields within this table are meaningful for any schedule type. The meaning of the imported data is described by the ICR_View and View_Column tables.

Related Table

Schedule (via ScheduleID)

Table 348. Indexes for Schedule_Import Table

index_name

index_description

index_keys

XAK1Schedule_Import

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKSchedule_Import

clustered, unique, primary key located on PRIMARY

DateTime, ScheduleID, TimeZone

Table 349. Fields in Schedule_Import Table
Name Description Data Type Keys and NULL Option
Bool1

An imported value.

DBCHAR NOT NULL
Bool2

An imported value.

DBCHAR NOT NULL
DateTime

The date and time at which the schedule data in the record becomes effective.

DBDATETIME PK NOT NULL
DateTime1

An imported value.

DBDATETIME NULL
DateTime2

An imported value.

DBDATETIME NULL
DateTime3

An imported value.

DBDATETIME NULL
Double1

An imported value.

DBFLT8 NULL
Double2

An imported value.

DBFLT8 NULL
Double3

An imported value.

DBFLT8 NULL
Double4

An imported value.

DBFLT8 NULL
Double5

An imported value.

DBFLT8 NULL
Double6

An imported value.

DBFLT8 NULL
Double7

An imported value.

DBFLT8 NULL
Double8

An imported value.

DBFLT8 NULL
Double9

An imported value.

DBFLT8 NULL
Double10

An imported value.

DBFLT8 NULL
Long1

An imported value.

DBINT NULL
Long2

An imported value.

DBINT NULL
Long3

An imported value.

DBINT NULL
Long4

An imported value.

DBINT NULL
Long5

An imported value.

DBINT NULL
Long6

An imported value.

DBINT NULL
Long7

An imported value.

DBINT NULL
Long8

An imported value.

DBINT NULL
Long9

An imported value.

DBINT NULL
Long10

An imported value.

DBINT NULL
Long11

An imported value.

DBINT NULL
Long12

An imported value.

DBINT NULL
Long13

An imported value.

DBINT NULL
Long14

An imported value.

DBINT NULL
Long15

An imported value.

DBINT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
ScheduleID

Foreign key to the Schedule for which the data are imported.

DBINT PK, FK NOT NULL
String1

An imported value.

DESCRIPTION NULL
String2

An imported value.

DESCRIPTION NULL
String3

An imported value.

DESCRIPTION NULL
String4

An imported value.

DESCRIPTION NULL
String5

An imported value.

DESCRIPTION NULL
TimeZone

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

DBINT PK NOT NULL

Schedule_Import_Real_Time

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Local database only. The scheduling data for the current time period as imported from an external source.

Related Table

Schedule (viaScheduleID)

Table 350. Indexes for Schedule_Import_Real_Time Table

index_name

index_description

index_keys

XPKSchedule_Import_Real_Time

clustered, unique, primary key located on PRIMARY

DateTime, ScheduleID, TimeZone

Table 351. Fields in Schedule_Import_Real_Time Table
Name Description Data Type Keys and NULL Option
Bool1

An imported value.

DBCHAR NULL
Bool2

An imported value.

DBCHAR NULL
DateTime

The date and time at which the schedule data in the record becomes effective.

DBDATETIME PK NOT NULL
DateTime1

An imported value.

DBDATETIME NULL
DateTime2

An imported value.

DBDATETIME NULL
DateTime3

An imported value.

DBDATETIME NULL
Double1

An imported value.

DBFLT8 NULL
Double2

An imported value.

DBFLT8 NULL
Double3

An imported value.

DBFLT8 NULL
Double4

An imported value.

DBFLT8 NULL
Double5

An imported value.

DBFLT8 NULL
Double6

An imported value.

DBFLT8 NULL
Double7

An imported value.

DBFLT8 NULL
Double8

An imported value.

DBFLT8 NULL
Double9

An imported value.

DBFLT8 NULL
Double10

An imported value.

DBFLT8 NULL
Long1

An imported value.

DBINT NULL
Long2

An imported value.

DBINT NULL
Long3

An imported value.

DBINT NULL
Long4

An imported value.

DBINT NULL
Long5

An imported value.

DBINT NULL
Long6

An imported value.

DBINT NULL
Long7

An imported value.

DBINT NULL
Long8

An imported value.

DBINT NULL
Long9

An imported value.

DBINT NULL
Long10

An imported value.

DBINT NULL
Long11

An imported value.

DBINT NULL
Long12

An imported value.

DBINT NULL
Long13

An imported value.

DBINT NULL
Long14

An imported value.

DBINT NULL
Long15

An imported value.

DBINT NULL
ScheduleID

An imported value. Foreign key to the Schedule for which the data are imported.

DBINT PK, FK NOT NULL
String1

An imported value.

DESCRIPTION NULL
String2

An imported value.

DESCRIPTION NULL
String3

An imported value.

DESCRIPTION NULL
String4

An imported value.

DESCRIPTION NULL
String5

An imported value.

DESCRIPTION NULL
TimeZone

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

DBINT PK NOT NULL

Schedule_Map

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Identifies the primary key values from a schedule in the external data source from which it is imported. Each schedule has one Schedule_Map row for each component of the primary key. If the primary key is a compound key, the schedule has multiple Schedule_Map rows.

Related Table

Schedule (viaScheduleID)

Table 352. Indexes for Schedule_Map Table

index_name

index_description

index_keys

XIE1Schedule_Map

nonclustered located on PRIMARY

ScheduleID

XPKSchedule_Map

clustered, unique, primary key located on PRIMARY

ScheduleMapID

Table 353. Fields in Schedule_Map Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

IAdditional information about the key field.

DESCRIPTION NULL
FieldName

The name of a primary key field.

VNAME32 NOT NULL
FieldValue

The value of the primary key field for the schedule.

DESCRIPTION NOT NULL
ScheduleID

Foreign key that identifies the schedule.

DBINT IE-1, FK NOT NULL
ScheduleMapID

A unique identifier for the record.

DBINT PKNOT NULL

Schedule_Report

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Each row describes a report used to export information from the ICM platform to a workforce management system.

Related Tables

Schedule (via ScheduleReportID)

Schedule_Report_Input (via ScheduleReportID)

Table 354. Indexes for Schedule_Report Table

index_name

index_description

index_keys

XAK1Schedule_Report

nonclustered, unique, unique key located on PRIMARY

EntityID, EnterpriseName

XPKSchedule_Report

clustered, unique, primary key located on PRIMARY

ScheduleReportID

Table 355. Fields in Schedule_Report Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the report.

DESCRIPTION NULL
EnterpriseName

A name that is unique among all schedule reports defined in the system database.

VNAME32 AK-1 NOT NULL
EntityID

If partitioning is enabled, indicates the business entity to which the schedule belongs.

DBINT AK-1, FK NOT NULL
PathName

For a SQL report, the UNC name of the file.

varchar(255) NULL
ReportType

The type of report:

  • 8 = Based on a template.

  • 9= Based on a SQL report.

DBINT NOT NULL
ScheduleReportID

A unique identifier for the report.

DBINT PK NOT NULL
SystemName

For a SQL report, the name of the system containing the report.

VNAME32 NULL
SystemTimeZone

For a template-based report, the time zone offset to use with the template.

varchar(255) NULL
TemplateCategory

For a template-based report, the category used to locate the template.

VNAME32 NULL
TemplateName

For a template-based report, the name of the template used to create the report.

varchar(255) NULL
TemplateOptions

For a template-based report, options used with the template: /H to include the SQL header and column name information; /A to append to the output file

varchar(255) NULL
TemplateScope

For a template-based report, the scope used to locate the template.

VNAME32 NULL

Schedule_Report_Input

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Specifies the targets that are used with a template to create a schedule report.

Related Tables

Schedule_Report (via ScheduleReportID)

Table 356. Indexes for Schedule_Report_Input Table

index_name

index_description

index_keys

XIE1Schedule_Report_Input

nonclustered located on PRIMARY

ScheduleReportID

XPKSchedule_Report_Input

clustered, unique, primary key located on PRIMARY

ScheduleReportInputID

Table 357. Fields in Schedule_Report_Input Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp Records the date and time when a record is added/updated. DBDATETIME NULL
Description

Additional information about the target.

DESCRIPTION NULL
ForeignKey

Foreign key from a configuration table. This is always an ID field.

DBINT NOT NULL
ScheduleReportID

Identifies the associated schedule report.

DBINT FK, IE-1 NOT NULL
ScheduleReportInputID

A unique identifier for the report input row. To see the possible values, see Target Types: Script Cross Reference and Scheduled Report Input.

DBINT PK NOT NULL
TargetType

Type of table to which the ForeignKey applies. To see the list of values, see Target Types: Script Cross Reference and Scheduled Report Input.

DBINT NOT NULL

Schedule_Source

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Each row indicates the system and path from which the associated schedule data are imported.

Related Table

Schedule (via ScheduleSourceID)

Table 358. Indexes for Schedule_Source Table

index_name

index_description

index_keys

XIE1Schedule_Source

nonclustered located on PRIMARY

EntityID

XPKSchedule_Source

clustered, unique, primary key located on PRIMARY

ScheduleSourceID

Table 359. Fields in Schedule_Source Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the data source.

DESCRIPTION NULL
EntityID

If partitioning is enabled, indicates the business entity to which the schedule belongs.

DBINT FK, IE-1 NULL
FilePath

The full file path from which data are retrieved.

DESCRIPTION NULL
LoginName

The user name to use when logging into the system.

varchar(64) NULL
ScheduleSourceID

A unique identifier for the record.

DBINT PK NOT NULL
SystemName

The name of the system.

VNAME32 NOT NULL
SystemPassword

The password to use when logging into the system.

varchar(32) NULL
SystemTimeZone

The time zone for the system. The value is the offset in minutes from UTC (formerly called GMT).

varchar(255) NULL
SystemType

The type of system from which the data are imported.

DBINT NOT NULL

Scheduled_Target

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

Each row represents a scheduled target. A scheduled target is not associated with a peripheral and the system software has only limited information about it: number of agents scheduled and number of calls in progress. You can route calls to scheduled targets using the Scheduled Select script node.

Use the Scheduled Target Explorer to create, delete, and update scheduled targets.

Related Tables

Customer_Definition (via CustomerDefinitionID)

Network_Target (via NetworkTargetID)

Schedule (via ScheduleID)

Scheduled_Target_Real_Time (via NetworkTargetID)

Table 360. Indexes for Schedule_Target Table

index_name

index_description

index_keys

XAK1Scheduled_Target

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Scheduled_Target

nonclustered located on PRIMARY

CustomerDefinitionID

XPKScheduled_Target

clustered, unique, primary key located on PRIMARY

NetworkTargetID

Table 361. Fields in Scheduled_Target Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CustomerDefinitionID

Identifies the customer definition associated with the scheduled target.

DBINT FK, IE-1 NULL
DateTimeStamp Records the date and time when a record is added/updated. DBDATETIME NULL
Description

Additional information about the scheduled target.

DESCRIPTION NULL
EnterpriseName

A name that is unique among all scheduled targets defined in the system database.

VNAME32 AK-1 NOT NULL
NetworkTargetID

Identifier that is unique among all announcements, peripheral targets, and scheduled targets in the system.

DBINT PK, FK NOT NULL
ScheduleID

Identifies the schedule associated with the scheduled target.

DBINT FK NULL

Scheduled_Target_Real_Time

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

Local database only.

Contains one row for each scheduled target. The system software updates the real-time data each time it sends a call to the target or receives a notification from the routing client that a call has completed. The Administration & Data Server receives updated data every 15 seconds.

Related Table

Scheduled_Target (via NetworkTargetID)

Table 362. Indexes for Scheduled_Target_Real_Time Table

index_name

index_description

index_keys

XPKScheduled_Target_Real_Time

clustered, unique, primary key located on PRIMARY

NetworkTargetID

Table 363. Fields in Scheduled_Target_Real_Time Table
Name Description Data Type Keys and NULL Option
CallsInProgress

The number of calls currently in progress at the scheduled target.

DBINT NULL
DateTime

The date and time when the row was last updated.

DBDATETIME NOT NULL
MaxCallsInProgress

The maximum number of simultaneous calls the target can handle for the current time period (based on its schedule).

DBINT NULL
NetworkTargetID

Identifies the scheduled target.

DBINT PK, FK NOT NULL
RouterCallsQNow

Number of calls currently queued at the CallRouter for this target.

DBINT NULL

Script

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

Each row represents a version of a routing script or an administrative script. You can save multiple versions of each script. The binary representation of the script version is stored in the Script_Data table. General information that applies to all versions of a script is stored in the Master Script table.

Use the Script Editor to create and modify scripts.

Related Tables

Call_Type_Real_Time (via ScriptID)

Master_Script (via MasterScriptID)

Route Call Data (via ScriptID)

Script_Cross_Reference (via ScriptID)

Script_Data (via ScriptID)

Script_Five_Minute (via ScriptID)

Script_Print_Control(via ScriptID)

Script_Real_Time (via ScriptID)

Script_Queue_Real_Time (via ScriptID)

Table 364. Indexes for Script Table

index_name

index_description

index_keys

XIE1Script

Nonclustered index located on PRIMARY

DateTimeStamp

XAK1Script

nonclustered, unique, unique key located on PRIMARY

MasterScriptID, Version

XPKScript

clustered, unique, primary key located on PRIMARY

ScriptID

Table 365. Fields in Script Table
Name Description Data Type Keys and NULL Option
Author

User name of person who last modified the script version.

VNAME32 NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
DateTime

The date and time when the script version was saved.

DBDATETIME NOT NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Further information about the script.

DESCRIPTION NULL
Length

Number of bytes of data in the binary representation of the script.

DBINT NOT NULL
MasterScriptID

Foreign key from the Master Script table.

DBINT AK-1, FK NOT NULL
QuickEditBaseVersion

If this version was created by using Quick Edit, this field indicates the previous script version. The metering information from the base version can be carried over to the new version.

DBINT NULL
ScriptID

Unique identifier for a specific version of a script.

DBINT PK NOT NULL
Valid

Indicates whether the script was saved in an invalid state.

DBCHAR NOT NULL
Version

The active version of the master script. The system software uses only the active version.

DBINT AK-1 NOT NULL

Script_Cross_Reference

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

It contains information about which configuration objects each script version references. This information is used to determine whether a script version becomes invalid when configuration information changes.

The system software automatically maintains the Script_Cross_Reference table.

Related Tables

Route_Call_Detail (via LocalID)

Script (via ScriptID)

Table 366. Indexes for Script_Cross_Reference Table

index_name

index_description

index_keys

XIE1Script_Cross_Reference

nonclustered located on PRIMARY

ForeignKey

XPKScript_Cross_Reference

clustered, unique, primary key located on PRIMARY

ScriptID, LocalID

Table 367. Fields in Script_Cross_Reference Table
Name Description Data Type Keys and NULL Option
ForeignKey

Foreign key from a configuration table. This is always an ID field.

DBINT IE-1 NOT NULL
LocalID

Local ID in script that cross references a foreign key field in one of the other configuration tables.

DBINT PK NOT NULL
ScriptID

Foreign key from Script table.

DBINT PK, FK, NOT NULL
TargetType

Type of table to which the ForeignKey applies. To see the possible values, see Target Types: Script Cross Reference and Scheduled Report Input.

DBSMALLINT NOT NULL

Script_Data

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

It contains a binary version of a routing script or administrative script. A long script may require multiple Script_Data rows.

The Script Editor automatically maintains the Script_Data table.

Related Tables

Script (via ScriptID)

Table 368. Indexes for Script_Data Table

index_name

index_description

index_keys

XPKScript_Data

clustered, unique, primary key located on PRIMARY

ScriptID, RowOrder

Table 369. Fields in Script_Data Table
Name Description Data Type Keys and NULL Option
RowOrder

Ordinal number of the rows that apply to a specific script.

DBINT PK NOT NULL
ScriptData

Internal script representation.

varbinary(max)

 NULL
ScriptID

Foreign key from Script table.

DBINT PK, FK NOT NULL

Script_Five_Minute

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

It gets populated on central and HDS databases. This table contains statistics about each script version for the most recent five-minute interval. The system software generates Script_Five_Minute records for each script.

Related Tables

Script (via ScriptID)

Table 370. Indexes for Script_Five_Minute Table

index_name

index_description

index_keys

XAK1Script_Five_Minute

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKScript_Five_Minute

Clustered, unique, primary key located on PRIMARY

ScriptID, DateTime, TimeZone

Table 371. Fields in Script_Five_Minute Table
Name Description Data Type Keys and NULL Option
CallsIncomingTo5

Number of calls that came into the script during the five-minute interval.

DBINT NOT NULL
CallsPerNode

An array indicating the number of calls that traversed each node of the script during the five-minute interval. Each element in the array is a short integer. An array for a script with 40 nodes is stored in the database as a varbinary(80) array.

varchar NOT NULL
CallsRoutedTo5

Number of calls that came into the script during the five-minute interval.

DBINT NOT NULL
DateTime

Central Controller date and time at start of five-minute interval.

DBSMALLDATE PK NOT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
ScriptID

Foreign key from the Script table.

DBINT PK, FK NOT NULL
TimeZone

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

DBINT PK NOT NULL

Script_Print_Control

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

Each row contains default print settings for a specific script version. The Script Editor automatically maintains the Script_Print_Control table.

Related Tables

Script (via ScriptID)

Table 372. Indexes for Script_Print_Control Table

index_name

index_description

index_keys

XAK1Script_Print_Control

nonclustered, unique, unique key located on PRIMARY

ScriptID

XPKScript_Print_Control

clustered, unique, primary key located on PRIMARY

ScriptPrintControlID

Table 373. Fields in Script_Print_Control Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
PrintControlSettings

A string specifying the print settings for the script.

varchar(255) NULL
ScriptID

Foreign key from Script table.

DBINT AK-1, FK NOT NULL
ScriptPrintControlID

A unique identifier for the row.

DBINT PK NOT NULL

Script_Queue_Real_Time

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

Local database only. Contains data on how tasks are processed in a script queue.

Related Tables

Script (via ScriptID)

Table 374. Indexes for Script_Queue_Real_Time Table

index_name

index_description

index_keys

XPKScript_Queue_Real_Time

clustered, unique, primary key located on PRIMARY

ScriptID, QueueNode

Table 375. Fields in Script_Queue_Real_Time Table
Name Description Data Type Keys and NULL Option
DateTime

The data and time at which this data was last updated.

DBDATETIME NOT NULL
QueueNode

The local script node identifier.

DBINT PK NOT NULL
ScriptID

The system identifier of the application path with which this row is associated.

DBINT PK, FK NOT NULL
TasksQueued

The number of tasks queued at this script node.

DBINT NULL
TimeInQueue

The time in queue for the longest task.

DBDATETIME NULL

Script_Real_Time

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

Local database only.

Contains real time information about each script. The system software updates the real-time data each time it runs a script. The Administration & Data Server receives updated data every 15 seconds. The real-time data for current script versions is updated at midnight.

Related Tables

Script (via ScriptID)

Table 376. Indexes for Script_Real_Time Table

index_name

index_description

index_keys

XPKScript_Real_Time

clustered, unique, primary key located on PRIMARY

ScriptID

Table 377. Fields in Script_Real_Time Table
Name Description Data Type Keys and NULL Option
Calls

Number of times the script has run since midnight. For a routing script, this is the number of calls processed.

DBINT NOT NULL
CpuTime

CPU time spent processing the script.

DBINT NOT NULL
DateTime

Central Controller date and time that this data was last updated.

DBDATETIME NOT NULL
ElapsedTime

Elapsed time spent processing the script.

DBINT NOT NULL
ScriptID

Foreign key from the Script Table.

DBINT PK, FK NOT NULL
ScriptMeters

Internal real time data for the script.

varbinary(max)

 NULL

Script_Table

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

Each row describes a table from an external database that can be queried from within routing scripts or administrative scripts using the optional Gateway SQL feature.

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

Related Tables

Script_Table_Column (via ScriptTableID)

Table 378. Indexes for Script_Table Table

index_name

index_description

index_keys

XAK1Script_Table

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKScript_Table

clustered, unique, primary key located on PRIMARY

ScriptTableID

Table 379. Fields in Script_Table Table
Name Description Data Type Keys and NULL Option
AccessType

Indicates how to query data from the table. Currently only SQL (1) is supported.

DBSMALLINT NOT NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Further information about the external table.

DESCRIPTION NULL
EnterpriseName

A name that is unique among all script tables defined in the system database.

VNAME32 AK-1 NOT NULL
ScriptTableID

A unique identifier for the external table.

DBINT PK NOT NULL
SideA

The path of the database table as reached by Side A of the Central Controller.

DESCRIPTION NULL
SideB

The path of the database table as reached by Side B of the Central Controller.

DESCRIPTION NULL
SecuredMode

Indicates the connection mode type to the external database.

0 - Non-Secured Mode

1 - Secured mode

Note

 

The default values is 0.
DBINT NOT NULL
FutureUseInt1 Future use DBINT NULL
FutureUseInt2 Future use DBINT NULL
FutureUseVarChar1 Future Use VARCHAR(64) NULL
FutureUseVarChar2 Future Use VARCHAR(64) NULL

Script_Table_Column

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

Each row describes a column in a table from an external database that can be queried from within routing scripts or administrative scripts.

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

Related Tables

Script (via ScriptTableID)

Table 380. Indexes for Script_Table_Column Table

index_name

index_description

index_keys

XAK1Script_Table_Column

nonclustered, unique, unique key located on PRIMARY

ScriptTableID, ColumnName

XPKScript_Table_Column

clustered, unique, primary key located on PRIMARY

ScriptTableColumnID

Table 381. Fields in Script_Table_Column Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ColumnName

The name of the column in the external database.

VNAME32 AK-1 NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the column.

DESCRIPTION NULL
ScriptTableColumnID

A unique identifier for this script table column.

DBINT PK NOT NULL
ScriptTableID

Foreign key from the Script_Table table.

DBINT AK-1, FK NOT NULL

Sec_Group

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

Used internally to track the state of records in the User_Group table. The Sec_Group table contains one row for each User_Group row.

Related Table

User_Group (via UserGroupID)

Table 382. Indexes for Sec_Group Table

index_name

index_description

index_keys

XPKSec_Group

clustered, unique, primary key located on PRIMARY

UserGroupID

Table 383. Fields in Sec_Group Table
Name Description Data Type Keys and NULL Option
UserGroupID

Foreign key from the User_Group table.

DBINT PK, FK NOT NULL
UserGroupName

The name of the group.

varchar(64) NOT NULL

Sec_User

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

Used internally to track the state of users in the User_Group table. The Sec_User table contains one row for each User_Group row that represents a user (rather than a group).

Related Table

User_Group (via UserGroupID)

Table 384. Indexes for Sec_User Table

index_name

index_description

index_keys

XPKSec_User

clustered, unique, primary key located on PRIMARY

UserGroupID

Table 385. Fields in Sec_User Table
Name Description Data Type Keys and NULL Option
UserGroupID

Foreign key from the User_Group table.

DBINT PK, FK NOT NULL
UserGroupName

The name of the user.

varchar(64) NOT NULL

Service

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

Each row describes a service available at a peripheral.

Use the Service Explorer tool to add, update, and delete Service records.

Related Tables

Enterprise_Service_Member(via SkillTargetID)

Media_Routing_Domain (via MRDomainID)

Peripheral (via PeripheralID)

Route (via SkillTargetID)

Schedule (via ScheduleID)

Service_Array_Member (SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID)

Service_Five_Minute (via SkillTargetID)

Service_Member (via SkillTargetID)

Service_Real_Time (via SkillTargetID)

Skill_Target (via SkillTargetID)

Termination_Call_Detail(ServiceSkillTargetID maps to Service.SkillTargetID)

Table 386. Indexes for Service Table

index_name

index_description

index_keys

XAK1Service

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XAK2Service

nonclustered, unique, unique key located on PRIMARY

PeripheralID, PeripheralNumber

XIE1Service

nonclustered located on PRIMARY

ScheduleID

XIE2Service

Nonclustered index located on PRIMARY

DateTimeStamp

XPKService

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 387. Fields in Service Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ConfigParam

Incremented when the record is changed in the central database.

varchar(255) NULL
DateTimeStamp

Records the date and time when the record was added/updated.

DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the service.

DESCRIPTION NULL
DepartmentID

A unique identifier that identifies a department in CCDM/CCMP deployment.

DBINT NULL
EnterpriseName

An enterprise name for the service. This name must be unique among all the services in the enterprise.

VNAME32 AK-1 NOT NULL
Extension

The extension number for the skill group (used by the Definity ECS ACD).

VTELNO10 NULL
MRDomainID

The Media Routing Domain associated with this service.

DBINT FK NOT NULL
PeripheralID

Foreign key from the Peripheral table.

DBSMALLINT AK-2, FK NOT NULL
PeripheralName

Service name as known at the peripheral.

VNAME32 NOT NULL
PeripheralNumber

Service number as known at the peripheral. This field together with PeripheralID form an alternate unique key.

DBINT AK-2 NOT NULL
PeripheralServiceLevelType

Type of service level calculation to be used in the PeriphServiceLevel fields of Service Real Time and Service Half Hour tables. Valid Aspect types are:

  • 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)

DBSMALLINT NOT NULL
ScheduleID

Identifies an imported schedule associated with the service.

DBINT FK, IE-1 NULL
ServiceLevelThreshold

The service level threshold, in seconds, for the service level. If this field is negative, the value of the ServiceLevelThreshold field in the Peripheral table is used.

DBINT NOT NULL
ServiceLevelType

For Non-Unified CCE, indicates how the system software calculates the service level for the service:

  • 0 = Use the default specified for the associated peripheral.

  • 1 = Ignore Abandoned Calls. (Remove the abandoned calls from the calculation.)

  • 2 = Abandoned Calls have Negative Impact. (Treat the abandoned calls as though they exceeded the service level threshold.)

  • 3 = Abandoned Calls have Positive Impact. (Treat the abandoned calls as through they were answered within the service level threshold.)

Note

 
Regardless of which calculation you choose, the system software always tracks separately the number of calls abandoned before the threshold expired.

For Unified CCEthe value of this field is always 1 (ignore abandoned calls) for services associated with Unified CM peripherals. This is because calls to a Unified CM peripheral have no service associated with them while they are queued, and therefore calls abandoned while queued cannot affect the computation of service level for a Unified CM service.

DBSMALLINT NOT NULL
SkillTargetID

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

DBINT PK, FK NOT NULL
UserDeletable

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

DBCHAR NOT NULL

Service_Array

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

A service array is a collection of service which might be associated with different peripherals, but are all associated with the same Peripheral Gateway (PG). You can route calls to a service array and let the PG choose among the member services.

Use the Service Explorer tool to add, update, and delete Service_Array records.

Related Tables

Logical_Interface_Controller(via LogicalControllerID)

Schedule (via ScheduleID)

Service_Array_Member (via SkillTargetID)

Skill_Group (via SkillTargetID)

Skill_Target (via SkillTargetID)

Table 388. Indexes for Service_Array Table

index_name

index_description

index_keys

XAK1Service_Array

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIF110Service_Array

nonclustered located on PRIMARY

SkillTargetID

XIF120Service_Array

nonclustered located on PRIMARY

LogicalControllerID

XIF121Service_Array

nonclustered located on PRIMARY

ScheduleID

XPKService_Array

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 389. Fields in Service_Array Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the service array.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the service array. This name must be unique among all service arrays in the enterprise.

VNAME32 AK-1 NOT NULL
LogicalControllerID

Identifies the Peripheral Gateway associated with the service array.

DBSMALLINT FK NOT NULL
ScheduleID

Identifies a schedule associated with the service array.

DBINT FK NULL
SkillTargetID

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

DBINT PK NOT NULL

Service_Array_Member

This table is one of the Enterprise tables (see Enterprise). For database rules see Enterprise Tables.

It maps individual services to a service array. The member services in a service array must all be associated with the same Peripheral Gateway (PG), but may be associated with different peripherals.

Use the Service Explorer tool to add and delete Service_Array_Member records.

Use the Service Explorer tool to add, update, and delete Service_Array records.

Related Tables

Service_Array (ServiceArraySkillTargetID maps to Service_Array.SkillTargetID)

Service (ServiceSkillTargetID maps to Service.SkillTargetID)

Table 390. Indexes for Service_Array_Member Table

index_name

index_description

index_keys

XIF122Service_Array_Member

nonclustered located on PRIMARY

ServiceArraySkillTargetID

XIF123Service_Array_Member

nonclustered located on PRIMARY

ServiceSkillTargetID

XPKService_Array_Member

clustered, unique, primary key located on PRIMARY

ServiceArraySkillTargetID, ServiceSkillTargetID

Table 391. Service_Array_Member Table Constraints
Constraint Field name
PK ServiceArraySkillTargetID
PK ServiceSkillTargetID
FK ServiceArraySkillTargetID
Table 392. Fields in Service_Array_Member Table
Name Description Data Type Keys and NULL Option
ServiceArraySkillTargetID

Identifies the service array.

DBINT PK, FK NOT NULL
ServiceSkillTargetID

Identifies a service that is a member of the service array.

DBINT PK NOT NULL

Service_Five_Minute

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

It gets populated on central and HDS databases. This table contains statistics about each service during the most recent five-minute interval. The system software generates Service_Five_Minute records for each service.

Use the Service Explorer tool to add, update, and delete Service_Array records.

Related Table

Service (via SkillTargetID)

Table 393. Indexes for Service_Five_Minute Table

index_name

index_description

index_keys

XAK1Service_Five_Minute

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKService_Five_Minute

Clustered, unique, primary key located on PRIMARY

DateTime, SkillTargetID, TimeZone

Table 394. Fields in Service_Five_Minute Table
Name Description Data Type Keys and NULL Option
AgentsTalking

Number of service agents in the talking state at the end of the five-minute interval.

DBINT NULL
AvgDelayQAbandTo5

Average delay time of abandoned calls in queue for the service during the five-minute interval.

DBINT NULL
AvgDelayQNow

Average delay for calls currently queued for the service at the end of the five-minute interval.

DBINT NULL
AvgHandleTimeTo5

The average handled calls time in seconds for calls to the service that ended during the five-minute interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is updated in the database when the after-call work time associated with the call is completed.

DBINT NULL
AvgSpeedAnswerTo5

Average answer wait time for all incoming calls to the service during the five-minute interval.

DBINT NULL
AvgTalkTimeTo5

The average talk time in seconds for calls to the service during the five-minute interval. Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the service or route. The field is updated in the database when all after-call work associated with the calls is completed.

DBINT NULL
CallsAbandQToday

Number of calls to this service abandoned since midnight.

DBINT NULL
CallsAnsweredTo5

Number of calls to the service answered by agents during the five-minute interval.

DBINT NULL
CallsAnsweredToday

Number of calls to the service answered by agents since midnight.

DBINT NULL
CallsHandledTo5

Number of calls handled for the service ending during the five-minute interval. A handled call is:

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

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsHandledToday

Number of calls handled to completion by the service since midnight.

DBINT NULL
CallsIncomingToday

Number of incoming calls to this service since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated).

DBINT NULL
CallsInProgress

Number of inbound and outbound calls that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service.

DBINT NULL
CallsLeftQTo5

Number of calls to the service that were removed from queue during the five-minute interval (used to calculate expected delay).

DBINT NULL
CallsOfferedTo5

Number of calls offered to the service during the five-minute interval.

DBINT NULL
CallsOfferedToday

Number of incoming calls plus internal calls offered to this service since midnight.

DBINT NULL
CallsQNow

Calls in queue for the service at the peripheral at the end of the five-minute interval. A call that queues multiple times will be counted as queued once for the service.

DBINT NULL
CallsRoutedToday

Number of calls the system software routed to this service since midnight.

DBINT NULL
DateTime

Date and time at the start of the five-minute interval.

DBSMALLDATE PK NOT NULL
ExpectedDelay

Predicted delay for any new call added to the service queue at the end of the five-minute interval. This is valid only if no agents are available.

DBFLT4 NULL
LongestAvailAgent

Number of seconds the longest available agent for the service had been available as of the end of the five-minute interval. If no agent was available, the value is 0.

DBINT NULL
LongestCallQ

Length of time that longest call in the queue for the service had been there at the end of the five-minute interval.

DBINT NULL
OverflowInTo5

Number of calls the peripheral re-targeted, or overflowed, into the service during the five-minute interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in).

DBINT NULL
OverflowOutTo5

Number of calls the peripheral retargeted, or overflowed, out of the service during the five-minute interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in).

DBINT NULL
PeriphServiceLevelTo5

Service level for the service during the rollingfive-minute interval, as calculated by the peripheral.

DBFLT4 NULL
PeriphServiceLevelToday

Service level for the service since midnight, as calculated by the peripheral.

DBFLT4 NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
ServiceLevelAbandTo5

Number of calls to the service abandoned within the service level during the five-minute interval.

DBINT NULL
ServiceLevelAbandToday

Number of calls to the service abandoned within the service level since midnight.

DBINT NULL
ServiceLevelCallsOfferedTo5

Number of calls to the service answered or abandoned during the five-minute interval.

DBINT NULL
ServiceLevelCallsOfferedToday

Number of calls to the service answered or abandoned since midnight.

DBINT NULL
ServiceLevelCallsQHeld

Number of calls to the service that had been in queue longer than the service level threshold at the end of the five-minute interval.

DBINT NULL
ServiceLevelCallsTo5

Number of calls to the service handled within the service level during the five-minute interval.

DBINT NULL
ServiceLevelCallsToday

Number of calls to the service handled within the service level today.

DBINT NULL
ServiceLevelTo5

Service level during the five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsOfferedTo5.

There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration.

They are:

  1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - RouterCallsDequeued)

  2. Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued)

  3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued)

Note

 
This field is relevant to the Unified CCE environment only.
DBFLT4 NULL
ServiceLevelToday

Cumulative service level for the service since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday.

DBFLT4 NULL
SkillTargetID

Foreign key from the Service table.

DBINT PK, FK NOT NULL
TimeZone

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

DBINT PK NOT NULL
Unused1

This field is not currently used.

DBINT NULL

Service_Interval

This section describes the Service Interval table.

Table 395. Fields in Service_Interval Table
Name Description Data Type Keys and NULL Option
AutoOutCalls

Number of AutoOut (predictive) calls made by this service that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
AutoOutCallsTime

Total handle time, in seconds, for AutoOut (predictive) calls handled this service that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
AutoOutCallsTalkTime

Total talk time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
AutoOutCallsOnHold

Number of ended AutoOut (predictive) calls that this service has placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
AutoOutCallsOnHoldTime

Number of seconds that AutoOut (predictive) calls were placed on hold by this service during the reporting interval. This data element is based on HoldTime. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid forUnified CCE.

DBINT YES
AvgDelayQ

Average delay in the queue for calls to the service during the reporting interval: DelayQTime / CallsQ. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
AvgDelayQAband

Average delay time of calls to the service abandoned in queue during the reporting interval. This value is calculated as follows: DelayQAbandTime / CallsAbandQ Not valid forUnified CCE. Not valid for non-voice tasks. Set to zero by OPC.

Note

 
When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue.
DBINT YES
AvgHandleTime

The average handled calls time in seconds for calls counted as handled by the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the angent answering the call to the time the agent completing after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is counted when the after-call work time associated with the call is completed. The value is calculated as follows: HandleTime / CallsHandled Valid for Unified CCE.

DBINT YES
AvgSpeedAnswer

The average answer wait time that all calls offered to the service waited before being answered. This value is calculated as follows: AnswerWaitTime / CallsAnswered Valid for Unified CCE.

DBINT YES
AnswerWaitTime

The sum of AnswerWaitTime in seconds for all calls answered for the service during the last reporting interval. AnswerWaitTime is the elapsed time from when the call is offered at the peripheral, to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the call. For multimedia, the sum of the answer wait times of all tasks associated with this service that began in this reporting interval.

DBINT YES
AvgTalkTime

The average handled calls time in seconds for calls counted as handled by the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the agent answering the call to the agent completing after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is counted when the after-call work time associated with the call is completed. The value is calculated as follows: HandleTime / CallsHandled Valid for Unified CCE.

DBINT YES
BlindTransfersOut

Number of calls that were blind transferred out by agents in this service during the reporting interval.

DBINT YES
CallsAnswered

The number of calls handled for the service during the reporting interval. For multimedia, the number of tasks associated with this service that were ended in this reporting interval. Valid for Unified CCE.

DBINT YES
CallsOut

Number of outbound calls placed by agents for the service during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
CallsTerminatedOther

Number of calls handled by the service but not otherwise accounted for during the reporting interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
CallsOffered

Number of incoming calls plus internal calls offered to the service during the reporting interval. Valid for Unified CCE.

DBINT YES
CallsIncoming

Number of incoming calls to the service during the reporting interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). Valid for Unified ICM and Unified CCE.

DBINT YES
CallsRouted

Number of tasks routed by the system software to the service during the reporting interval. For multimedia, the number of tasks routed to the service during the reporting interval. Valid for Unified CCE.

DBINT YES
CallsHandled

The number of tasks that became associated with this service in this reporting interval. This is incremented when the Agent PG receives an Offer Task message, and when it receives a Start Task message without having received an Offer Task message.

A handled call is:

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

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

A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable for Unified CCE.

DBINT YES
CallsAbandQ

Number of calls abandoned in queue for the service during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

Note

 
When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value increments for any condition on the child that causes the call to terminate while in the queue.
DBINT YES
CallsQ

Number of calls to the service in the queue during the reporting interval. A call that queues multiple times is counted as queued once for the service. This field is not valid for Unified CCE or for non-voice tasks. Set to zero by OPC.

DBINT YES
DateTime

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

DBSMALLDATE PK1, NOT NULL
DbDateTime

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

DBDATETIME IE1, YES
DelayQTime

Sum of delay time of all calls to the service in queue during the reporting interval. This field is populated from the LocalQTime. This field is not valid for Unified CCE or for non-voice tasks. Set to zero by OPC.

DBINT YES
DelayQAbandTime

Number of seconds that calls for the service that were abandoned in queue waited during the interval. These are calls that existed in the queue but were abandoned before being handled by an agent or trunk device. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
ForcedClosedCalls

Number of calls to the service that were determined to be closed following an interruption in data during the reporting interval. ForcedClosedCalls are calls that terminated because of errors tracking the calls state transition. Calls may become forced closed if there is lack of events from the ACD CTI interfaces (for example, a lack of a Disconnect event, or failure on the switch CTI connection). Not valid for Unified CCE.

DBINT YES
HandleTime

The total time in seconds that calls were handled for the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the agent answering the call to the agent completing after-call work time for the call. This includes any HoldTime, TalkTime, and WorkTime associated with the call (from the Termination_Call_Detail table). The HandleTime value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. For multimedia, this is TalkTime + HoldTime + HandledWorkReadyTime. Valid for Unified CCE.

DBINT YES
HoldTime

The total time in seconds for calls to the service that ended during the reporting interval. For multimedia, the number of seconds that agents spent in the PAUSED state for tasks associated with this service that ended in this reporting interval. Valid for Unified CCE.

DBINT YES
LongestCallAbandTime

Longest time in seconds a call was in queue for the service before being abandoned during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
LongestCallDelayQTime

Longest time in seconds a call was in queue for the service before being abandoned during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
NumMissingTasks

Valid for multimedia only. The number of tasks whose Start Task Timeout Period expired in this reporting interval.

DBINT YES
OverflowIn

Number of calls that the peripheral re-targeted, or overflowed, into this service during the reporting interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). Not valid for Unified CCE.

DBINT YES
OverflowOut

Number of calls that the peripheral re-targeted, or overflowed, out of this service during the reporting interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). Not valid for Unified CCE.

DBINT YES
PeriphServiceLevelOffer

Number of offered calls used in the peripheral service level calculation for the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
PeriphServiceLevel

Peripheral service level during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBFLT4 YES
PeriphServiceLevelCalls

Number of calls to the service answered within the service level, as counted by the peripheral, during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
PreviewCalls

Number of outbound Preview calls made by this service that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
PreviewCallsTime

Total handle time, in seconds, for outbound Preview calls handled by this service that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
PreviewCallsTalkTime

Total talk time, in seconds, for outbound Preview calls handled by this service that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime from Termination_Call_Detail. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is counted when the after-call-work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
PreviewCallsOnHold

Number of ended outbound Preview calls that this service placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid forUnified CCE.

DBINT YES
PreviewCallsOnHoldTime

Number of seconds outbound Preview calls were placed on hold this service during the reporting interval. This data element is based on HoldTime. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE.

DBINT YES
RecoveryKey

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

DBFLT8

AK1, NOT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
ReportingHalfHour

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

DBINT IE2, NULL
ReportingInterval

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

DBINT IE3, NULL
ReserveCalls

Not currently used.

DBINT YES
ReserveCallsTime

Not currently used.

DBINT YES
ReserveCallsTalkTime

Not currently used.

DBINT YES
ReserveCallsOnHold

Not currently used.

DBINT YES
ReserveCallsOnHoldTime

Not currently used.

DBINT YES
RedirectNoAnsCalls

Number of calls that rang at an agents terminal and redirected on failure to answer in this service during the current reporting interval.

DBINT YES
Reserved1

Reserved for future use.

DBINT YES
Reserved2

Reserved for future use.

DBINT YES
Reserved3

Reserved for future use.

DBINT YES
Reserved4

Reserved for future use.

DBINT YES
Reserved5

Reserved for future use.

DBFLT4 YES
SkillTargetID

The SkillTargetID of this service. Foreign key from the Service table.

DBINT PK2, NOT NULL
ServiceLevel

Service level for the service during the reporting interval. For non-voice tasks and for Unified CCE calls, the ServiceLevelType is always set to ignore abandoned calls.

DBFLT4 YES
ServiceLevelCalls

Number of calls to the service answered within the service level threshold during the reporting interval. Not valid for Unified CCE.

DBINT YES
ServiceLevelAband

Number of calls to the service abandoned within the service level threshold during the reporting interval. Set to zero for Unified CCE voice tasks and for non-voice tasks.

DBINT YES
ServiceLevelCallsOffered

Number of calls to the service that had service level events during the reporting interval. Not valid for Unified CCE.

DBINT YES
ShortCalls

Number of calls to the service during the reporting interval that were too short to be considered abandoned. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned and they are not accounted for in any of the Unified ICM abandoned calls calculations. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
ShortCallsTime

Time, in seconds, accumulated by calls that were too short to be counted as abandoned during the reporting interval. These calls were abandoned before the abandoned call wait time expired. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
ServiceLevelType

Service Level Type used to calculate Service level for this interval. Not currently used for Outbound Option. Not valid forUnified CCE.

DBINT YES
TimeZone

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

DBINT PK3, NOT NULL
TransferInCalls

Number of calls transferred into the service during the reporting interval. This count includes consultative transfers and blind transfers to the service. The count is populated in the database when the after-call work associated with the call (if any) is finished. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
TransferOutCalls

Number of calls transferred out of the service during the reporting interval. This count includes consultative transfers and blind transfers made from the service. The count is populated in the database when the after-call work associated with the call (if any) is finished. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC.

DBINT YES
TalkTime

The number of seconds that agents spent in the ACTIVE state or the PAUSED state for tasks associated with this service that ended in this reporting interval.

DBINT YES

Service_Level_Threshold

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

The Service Level Threshold table specifies how the Unified ICM calculates service level for a particular peripheral. Each row in this table contains specific default values for a PeripheralID-Media Routing Domain pair.

Related Tables

Media_Routing_Domain (via MRDomainID)

Peripheral (via PeripheralID)

Table 396. Indexes for Service_Level_Threshold Table

index_name

index_description

index_keys

XPKService_Level_Threshold

clustered, unique, primary key located on PRIMARY

PeripheralID, MRDomainID

Table 397. Fields in Service_Level_Threshold Table
Name Description Data Type Keys and NULL Option
MRDomainID

Foreign key from the Media_Routing_Domain table.

DBINT PK NOT NULL
PeripheralID

The ICM ID of the peripheral with which this row is associated.

DBSMALLINT PK, FK NOT NULL
ServiceLevelThreshold

The default value of the ServiceLevelThreshold field for services associated with this peripheral and media routing domain.

DBINT NOT NULL
ServiceLevelType

The default value for the ServiceLevelType field for each service associated with this peripheral and media routing domain. This value indicates how the system software calculates the service level.

For Unified CCE the value of this field is always 1 (ignore abandoned calls) for Unified CM peripherals. This is because calls to a Unified CM peripheral have no service associated with them while they are queued, and therefore calls abandoned while queued cannot affect the computation of service level for a Unified CM service.

DBSMALLINT NOT NULL

Service_Member

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

The Service Member table maps skill groups to services. Each service contains one or more member skill groups. Each skill group can be a member of one or more services.

Use the Service Explorer tool to add, update, and delete Service_Member records.

Related Tables

Service (ServiceSkillTargetID maps to Service.SkillTargetID)

Skill_Group (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 398. Indexes for Service_Member Table

index_name

index_description

index_keys

XIE1Service_Member

nonclustered located on PRIMARY

SkillGroupSkillTargetID

XPKService_Member

clustered, unique, primary key located on PRIMARY

ServiceSkillTargetID, SkillGroupSkillTargetID

Table 399. Fields in Service_Member Table
Name Description Data Type Keys and NULL Option
Priority

The priority level of the specified service for the specified skill group:

  • 1 = Primary

  • 2= Secondary

    Any number of skill entries can be of any priority--not all need to be entered.

DBSMALLINT NOT NULL
ServiceSkillTargetID

SkillTargetID of the service.

DBINT PK, FK NOT NULL
SkillGroupSkillTargetID

SkillTargetID of the skill group that is associated with the service.

DBINT PK, FK NOT NULL

Service_Real_Time

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


Note
When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue.

Local database only. Contains real time information about each service.

The system software automatically generates a Service_Real_Time record for each service.

Related Table

Service (via SkillTargetID)

Table 400. Indexes for Service_Real_Time Table

index_name

index_description

index_keys

XPKService_Real_Time

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 401. Fields in Service_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentsTalking

Number of service agents currently in the talking state.

DBINT NULL
AnswerWaitTimeHalf

Sum of answer wait time in seconds for all incoming calls to the service during the current half-hour interval.

DBINT NULL
AnswerWaitTimeTo5

Sum of answer wait time in seconds for all incoming calls to the service during the rolling five-minute interval.

DBINT NULL
AnswerWaitTimeToday

Sum of answer wait time in seconds for all incoming calls to the service since midnight.

DBINT NULL
AutoOutCallsHalf

Number of AutoOut (predictive) calls made by agents for this service that ended during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsNow

Number of agents currently talking on AutoOut (predictive) calls for the service.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsOnHoldHalf

Number of ended AutoOut (predictive) calls that agents in the service have placed on hold at least once during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsOnHoldTimeHalf

Number of seconds that AutoOut (predictive) calls were placed on hold by agents in the skill group during the current half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsOnHoldTimeTo5

Total handle time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended in the rolling five-minute window. Handle time includes WorkTime, TalkTime, and HoldTime. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsOnHoldTimeToday

Number of seconds AutoOut (predictive) calls were placed on hold by agents for this service since midnight. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsOnHoldTo5

Total number of AutoOut (predictive) calls made for this service that ended in the rolling five-minute window. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsOnHoldToday

Number of ended AutoOut (predictive) calls that agents for this service have placed on hold at least since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsTalkTimeHalf

Total talk time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the current half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed..

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsTalkTimeTo5

Total talk time, in seconds, for complete Unsupported for Outbound Option. AutoOut (predictive) calls handled by the service during the rolling five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsTalkTimeToday

Total talk time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended since midnight. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime from Termination_Call_Detail. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsTimeHalf

Total handle time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the current half-hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsTimeTo5

Total handle time, in seconds, for AutoOut (predictive) calls handled by this service that ended during the rolling five-minute window. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsTimeToday

Total handle time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended since midnight. Handle time includes WorkTime, TalkTime, and HoldTime, all of which are taken from the Termination_Call_Detail records. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsTo5

Number of AutoOut (predictive) calls made by agents for the service that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AutoOutCallsToday

Total number of AutoOut (predictive) calls made for this service that ended since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
AvgDelayQAbandTo5

Average delay time of abandoned calls in queue during the rolling five-minute interval. This value is calculated as follows:

DelayQAbandTimeTo5 / CallsAbandQTo5.

DBINT NULL
AvgDelayQNow

Average delay for calls currently in queue for the service.

DBINT NULL
AvgHandleTimeTo5

Average handle time in seconds for calls to the service during the rolling five-minute interval. The value is calculated as follows:

HandleTimeTo5 / CallsHandledTo5

HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is updated in the database when the after-call work time associated with the call has completed.

DBINT NULL
AvgSpeedAnswerTo5

Average answer wait time for all calls offered to the service during the rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5.

DBINT NULL
AvgTalkTimeTo5

Average talk time in seconds for calls to the service ending during the rolling five-minute interval. The value is calculated as follows:

TalkTimeTo5 / CallsHandledTo5

Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the service or route. The field is updated in the database when all after-call work associated with the calls is completed.

DBINT NULL
CallsAbandQHalf

Number of calls to the service abandoned while in queue or ringing during the current half-hour interval.

DBINT NULL
CallsAbandQTo5

Number of calls to the service abandoned while in queue or ringing during the rolling five-minute interval.

DBINT NULL
CallsAbandQToday

Number of calls to the service abandoned while in queue or ringing since midnight.

DBINT NULL
CallsAnsweredHalf

Number of calls to the service answered by agents during the current half-hour interval.

DBINT NULL
CallsAnsweredTo5

Number of calls to the service answered by agents during the rolling five-minute interval.

DBINT NULL
CallsAnsweredToday

Number of calls answered by service agents since midnight.

DBINT NULL
CallsHandledHalf

Number of calls handled for this service during the current half-hour interval.

A handled call is:

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

  • A call associated with Outbound Option that the agent answered, and then completed.

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

    A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsHandledTo5

Number of calls to the service handled during the rolling five-minute interval.

DBINT NULL
CallsHandledToday

Number of calls handled for this service since midnight.

DBINT NULL
CallsIncomingHalf

Number of incoming calls for this service during the current half-hour interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated).

DBINT NULL
CallsIncomingTo5

Number of incoming calls to the service during the rolling five-minute interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated).

DBINT NULL
CallsIncomingToday

Number of incoming calls for this service since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated).

DBINT NULL
CallsInNow

Number of incoming calls for the service currently in progress.

DBINT NULL
CallsInProgress

Number of inbound and outbound calls currently that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service.

DBINT NULL
CallsLeftQTo5

Number of calls to the service that were removed from queue during the rolling five-minute interval (used to calculate expected delay).

DBINT NULL
CallsOfferedHalf

Number of incoming calls plus internal calls offered to this service during the current half-hour interval.

DBINT NULL
CallsOfferedTo5

Number of calls offered to the service during the rolling five-minute interval.

DBINT NULL
CallsOfferedToday

Number of incoming calls plus internal calls offered to this service since midnight.

DBINT NULL
CallsOutHalf

Number of outbound calls made by agents for the service during the current half-hour interval.

DBINT NULL
CallsOutNow

Number of outbound calls by agents for the service that are currently in progress.

DBINT NULL
CallsOutTo5

Number of outbound calls made by agents for the service during the rolling five-minute interval.

DBINT NULL
CallsOutToday

Number of outbound calls made by agents for the service since midnight.

DBINT NULL
CallsQNow

Number of calls in queue for the service now at the peripheral.

DBINT NULL
CallsQNowTime

Total time of all calls to the service currently in queue.

DBINT NULL
CallsRoutedHalf

Number of calls routed to this service by the system software for the current half-hour interval.

DBINT NULL
CallsRoutedToday

Number of calls routed to this service by the system software since midnight.

DBINT NULL
CallsTerminatedOtherHalf

Number of calls offered to the service but not otherwise accounted for during the current half-hour interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out.

DBINT NULL
CallsTerminatedOtherTo5

Number of calls offered to the service but not otherwise accounted for during the rolling five-minute interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out.

DBINT NULL
CallsTerminatedOtherToday

Number of offered to the service but not otherwise accounted for since midnight. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out.

DBINT NULL
DateTime

Central Controller date and time that this data was last updated.

DBDATETIME NOT NULL
DelayQAbandTimeTo5

Sum of delay time of all calls to the service abandoned in queue during the rolling five-minute interval.

DBINT NULL
ExpectedDelay

Predicted delay for any new call added to the service queue. This is valid only if no agents are available.

DBFLT4 NULL
HandleTimeHalf

Total handle time in seconds for calls to the service ending during the current half-hour interval.

DBINT NULL
HandleTimeTo5

Total handle time in seconds for calls to the service ending during the rolling five-minute interval.

DBINT NULL
HandleTimeToday

Total handle time in seconds for calls to the service since midnight.

DBINT NULL
HoldTimeHalf

The total hold time in seconds for calls to the service that ended during the current half-hour interval.

DBINT NULL
HoldTimeTo5

The total hold time in seconds for calls to the service that ended during the rolling five-minute interval.

DBINT NULL
HoldTimeToday

The total hold time in seconds for calls to the service that ended since midnight.

DBINT NULL
LongestAvailAgent

Time that the longest available agent for the service became available.

DBDATETIME NULL
LongestCallQ

Time that the longest call in the queue for the service was put there.

DBDATETIME NULL
OverflowInHalf

Number of calls the peripheral overflowed into this service during the current half-hour interval.

DBINT NULL
OverflowInMode

The service accepts overflow in calls if the delay for the longest delayed call is less then this value. If 0, the service always accepts overflow in calls; if 127, the service never accepts overflow in calls.

DBTINYINT NULL
OverflowInNow

Number of calls overflowed into this service that are currently queued or in progress.

DBINT NULL
OverflowInTo5

Number of calls the peripheral overflowed into this service during the rolling five-minute interval.

DBINT NULL
OverflowInToday

Number of calls overflowed into this service since midnight.

DBINT NULL
OverflowOutHalf

Number of calls overflowed out of this service during the current half-hour interval.

DBINT NULL
OverflowOutMode

The service attempts to overflow out calls if the delay for the longest delayed call is greater than this value. If 0, the service attempts to overflow out all calls; if 127, the service never attempts to overflow out calls.

DBTINYINT NULL
OverflowOutNow

The number of tasks that have overflowed out of this service to some other service (call it service X) and have not overflowed out of service X.

DBINT NULL
OverflowOutTo5

Number of calls overflowed out of this service during the rolling five-minute interval.

DBINT NULL
OverflowOutToday

Number of calls overflowed out of this service since midnight.

DBINT NULL
PeriphServiceLevelCallsHalf

Number of calls to the service handled within the peripheral service level during the current half-hour interval.

DBINT NULL
PeriphServiceLevelCallsToday

Number of calls to this service handled within the peripheral service level since midnight.

DBINT NULL
PeriphServiceLevelHalf

Service level for the service calculated by the peripheral during the current half-hour interval.

DBFLT4 NULL
PeriphServiceLevelOfferHalf

Number of offered calls used to calculate the peripheral service level for the current half-hour interval.

DBINT NULL
PeriphServiceLevelOfferToday

Number of offered calls used to calculate the peripheral service level since midnight.

DBINT NULL
PeriphServiceLevelTo5

Service level for the service calculated by the peripheral during the rolling five-minute interval.

DBFLT4 NULL
PeriphServiceLevelToday

Service level for the service calculated by the peripheral since midnight.

DBFLT4 NULL
PreviewCallsHalf

Number of outbound Preview calls made by agents for this service that ended during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsNow

Number of agents currently talking on outbound Preview calls for the service.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsOnHoldHalf

In the current half-hour interval, the number of ended outbound Preview calls that agents for the service have placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsOnHoldTimeHalf

Number of seconds outbound Preview calls were placed on hold by agents for this service during the current half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsOnHoldTimeTo5

Number of seconds outbound Preview calls were placed on hold by agents for this service during the rollingfive-minute interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsOnHoldTimeToday

Number of seconds outbound Preview calls were placed on hold by agents for this service since midnight. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsOnHoldTo5

Number of outbound Preview calls that agents for this service have placed on hold at least once during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsOnHoldToday

Number of Outbound Preview calls made by agents in the skill group that ended during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsTalkTimeHalf

Total talk time, in seconds, for outbound Preview calls handled by the service that ended during the current half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsTalkTimeTo5

Total talk time, in seconds, for outbound Preview calls handled by the service that ended during the rolling five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsTalkTimeToday

Total talk time, in seconds, for outbound Preview calls handled by agents for this service that ended since midnight. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time a DBINTssociated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsTimeHalf

Total handle time, in seconds, for outbound Preview calls handled by this service that ended during the current half-hour DBINTerval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsTimeTo5

Total handle time, in seconds, for outbound Preview calls handled by the service that ended during the rolling five-minute DBINTerval. Handle time includes WorkTime, TalkTime, and HoldTime, all of which are taken from the Termination_Call_Detail records. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsTimeToday

Total handle time, in seconds, for outbound Preview calls handled by agents for this service that ended since midnight. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsTo5

Number of outbound Preview calls made by agents for the service during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
PreviewCallsToday

Number of outbound Preview calls made by agents for this service since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

Unsupported for Outbound Option.

DBINT NULL
RedirectNoAnsCallsHalf

Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval.

DBINT NULL
RedirectNoAnsCallsTo5

Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the rolling five-minute interval.

DBINT NULL
RedirectNoAnsCallsToday

Number of calls that rang at an agent's terminal and redirected on failure to answer in this service since midnight.

DBINT NULL
ReserveCallsHalf

Not currently used.

DBINT NULL
ReserveCallsNow

Not currently used.

DBINT NULL
ReserveCallsOnHoldHalf

Not currently used.

DBINT NULL
ReserveCallsOnHoldTimeHalf

Not currently used.

DBINT NULL
ReserveCallsOnHoldTimeTo5

Not currently used.

DBINT NULL
ReserveCallsOnHoldTimeToday

Not currently used.

DBINT NULL
ReserveCallsOnHoldTo5

Not currently used.

DBINT NULL
ReserveCallsOnHoldToday

Not currently used.

DBINT NULL
ReserveCallsTalkTimeHalf

Not currently used.

DBINT NULL
ReserveCallsTalkTimeTo5

Not currently used.

DBINT NULL
ReserveCallsTalkTimeToday

Not currently used.

DBINT NULL
ReserveCallsTimeHalf

Not currently used.

DBINT NULL
ReserveCallsTimeTo5

Not currently used.

DBINT NULL
ReserveCallsTimeToday

Not currently used.

DBINT NULL
ReserveCallsTo5

Not currently used.

DBINT NULL
ReserveCallsToday

Not currently used.

DBINT NULL
ServiceLevelAbandHalf

Number of calls to the service abandoned within the service level threshold during the current half-hour interval.

DBINT NULL
ServiceLevelAbandTo5

Number of calls to the service abandoned within the service level threshold during the rolling five-minute interval.

DBINT NULL
ServiceLevelAbandToday

Number of calls to the service abandoned within the service level threshold since midnight.

DBINT NULL
ServiceLevelCallsHalf

Number of calls to the service answered within the service level threshold during the current half-hour interval.

DBINT NULL
ServiceLevelCallsOfferedHalf

Number of calls to the service for which a service level event occurred during the current half-hour interval.

DBINT NULL
ServiceLevelCallsOfferedTo5

Number of calls to the service for which a service level event occurred during the rolling five-minute interval.

DBINT NULL
ServiceLevelCallsOfferedToday

Number of calls to the service for which a service level event occurred since midnight.

DBINT NULL
ServiceLevelCallsQHeld

Number of calls to the service currently queued for longer than the service level threshold.

DBINT NULL
ServiceLevelCallsTo5

Number of calls to the service answered within the service level during the rolling five-minute interval.

DBINT NULL
ServiceLevelCallsToday

Number of calls to the service that were answered within the service level threshold since midnight.

DBINT NULL
ServiceLevelHalf

Service level for the service during the current half-hour interval.

DBFLT4 NULL
ServiceLevelTo5

Service level during the rolling five-minute interval.

There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration.

They are:

  1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - RouterCallsDequeued)

  2. Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued)

  3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued)

Note

 
This field is relevant to the Unified CCE environment only.
DBFLT4 NULL
ServiceLevelToday

Service level for the service since midnight.

DBFLT4 NULL
ServiceModeIndicator

The current mode of the service:

  • 1 = Day service

  • 2 = Night service

  • 3 = Closed with answer

  • 4= Closed, no answer

  • 5 = Transition

  • 6= Open

  • 13 = Pilot Status Other.

DBINT NULL
SkillTargetID

Foreign key from Service table.

DBINT PK, FK NOT NULL
TalkTimeHalf

Total talk time in seconds for calls to the service ending during the current half-hour interval.

DBINT NULL
TalkTimeTo5

Total talk time in seconds for calls to the service ending during the rolling five-minute interval.

DBINT NULL
TalkTimeToday

Total talk time in seconds for calls to the service ending since midnight.

DBINT NULL
TransferInCallsHalf

Number of calls transferred into the service during the current half-hour interval.

DBINT NULL
TransferInCallsTo5

Number of calls transferred into the service during the rolling five-minute interval.

DBINT NULL
TransferInCallsToday

Number of calls transferred into the service since midnight.

DBINT NULL
TransferOutCallsHalf

Number of calls transferred out of the service during the current half-hour interval.

DBINT NULL
TransferOutCallsTo5

Number of calls transferred out of the service during the rolling five-minute interval.

DBINT NULL
TransferOutCallsToday

Number of calls transferred out of the service since midnight.

DBINT NULL

Shift

Provides the name, start time, and end time of the current shift.

Table 402. Indexes for Shift Table

index_name

index_description

index_keys

XPKShift

nonclustered, unique, primary key located on PRIMARY

ShiftName

Table 403. Fields in Shift Table
Name Description Data Type Keys and NULL Option
ShiftName

Name of the Shift scheduled.

VNAME32 PK NOT NULL
StartTime

Shift start time.

SMALLDATETIME NOT NULL
StopTime

Shift end time.

SMALLDATETIME NOT NULL

SIP_Server_Group

This table contains logical grouping of destinations like Browsers and Call Managers.

Unified CVP does the load balancing to these elements in Server Group and provides High Availability of SIP Component.


Note

This table is not applicable for Unified CCE.

Related Tables

  • Machine_Host (through MachineHostID)

  • SIP_Server_Group_Elements (through SipServerGroupID)

Table 404. Indexes for SIP_Server_Group Table

index_name

index_description

index_keys

XPKSip_Server_Group

Primary key

SipServerGroupID

XAK1Sip_Server_Group

Unique key

GroupName
Table 405. Fields in SIP_Server_Group Table
Name Description Data Type Keys and NULL Option

SipServerGroupID

A unique primary key that identifies the SIP server group.

DBINT

PK, FK

NOT NULL

GroupName

The server group FQDN.

varchar(255)

NOT NULL

Description

The description of the SIP server group.

DESCRIPTION

NULL

MachineHostID

The MachineHostID for the site name the pattern is associated to. In case of main site, the value is NULL.

DBINT

FK

NULL

SipServerType

The type of the SIP server group. The valid SIP Server types and their values are as follows:

  • VRU = 0

  • Agent = 1

  • External = 2

DBINT

NOT NULL

DefaultForRoutePattern

A value that indicates whether the SIP server group is a default group for all the route pattern. The default value is N.

DBCHAR

NOT NULL

ChangeStamp

A value that increments when the record changes the CHANGESTAMP in the central controller database.

CHANGESTAMP

NOT NULL

SIP_Server_Group_Elements

This table contains the elements of the SIP Server Group.


Note

This table is not applicable for Unified CCE.

Related Tables

  • Machine_Host (through MachineHostID)

  • SIP_Server_Group (through SipServerGroupID)

Table 406. Indexes for SIP_Server_Group_Elements Table

index_name

index_description

index_keys

XPKSip_Server_Group_Elements

Primary key

SipServerGroupElementID
Table 407. Fields in SIP_Server_Group_Elements Table
Name Description Data Type Keys and NULL Option

SipServerGroupElementID

A unique primary key that identifies the SIP server group element.

DBINT

PK

NOT NULL

SipServerGroupID

A unique primary key that identifies the SIP server group.

DBINT

FK

NOT NULL

MachineHostID

The MachineHostID for the element present in the group.

DBINT

FK

NOT NULL

Port

The port on which the SIP server group sends the SIP Request.

DBINT

NULL

SecurePort

The secure port on which the SIP server group sends the SIP request.

DBINT

NULL

Priority

The priority of the element in the group.

DBINT

NOT NULL

Weight

The weight of the element in the group.

DBINT

NOT NULL

ChangeStamp

A value that increments when the record changes the CHANGESTAMP in the central controller database.

CHANGESTAMP

NOT NULL

Skill_Group

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

Each row describes a skill group associated with a peripheral. A skill group is a collection of agents who have common skills.


Note
Clarification Regarding the DefaultEntry field: If you look at the Skill_Group table for a skill group that you have created, the DefaultEntry field will have the value 0 (even if this skill group has sub-skill groups). If a default skill group has been created (for example, a default skill group is automatically created when you establish Peripheral Gateways for an Unified CCE system), and you look at the Skill_Group table for this skill group, then--provided that this skill group has no sub-skill groups--the DefaultEntry field will have the value 1. For additional information, see the description of the DefaultEntry field.

Use the Skill Group Explorer tool to add, update, and delete Skill_Group records.

Related Tables
Table 408. Indexes for Skill_Group Table

index_name

index_description

index_keys

XAK1Skill_Group

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XAK2Skill_Group

nonclustered, unique, unique key located on PRIMARY

PeripheralID, PeripheralNumber, Priority

XIE1Skill_Group

nonclustered located on PRIMARY

ScheduleID

XIE2Skill_Group

nonclustered located on PRIMARY

BaseSkillTargetID

XIE3Skill_Group

nonclustered located on PRIMARY

DateTimeStamp

XPKSkill_Group

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 409. Fields in Skill_Group Table
Name Description Data Type Keys and NULL Option
AvailableHoldoffDelay

Number of seconds before an agent becomes available after a call terminates. If this value is 0xFFFF, then the default value from the Peripheral record is used.

DBSMALLINT NOT NULL
BaseSkillTargetID

If Priority is not 0, indicates the base group for the skill. If this record is for the base group, Priority is 0 and this field is NULL.

DBINT FK, IE-2 NULL
BucketIntervalID

The ID of bucket intervals from the Bucket_Interval table used to generate the AnsInterval and AbandInterval fields in this record. If NONE is selected for the bucket interval, then Default_Bucket_Intervals is used for calculation.

DBINT YES
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ConfigParam

A string of parameters the system software sends to the peripheral to initialize the skill group.

varchar(255) NULL
DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME NULL
DefaultEntry

Usual entries are 0 (zero). Any records with DefaultEntry value > (greater than) 0 will be considered a default skill group for configuration purposes. Records having a DefaultEntry value of 1 are used by OPC as the default target skill group. Where only a base default skill group is created, it has a DefaultEntry value of 1. If sub-skill group records are created, the primary sub-group has a DefaultEntry value of 1, while the others have a DefaultEntry value of 2.

Note

 
An automatic DefaultEntry is created with each possible combination of Peripheral and MRDomain (PeripheralID and MRDOmainID) in the system. These entries are visible to configuration applications but cannot be directly modified.
DBINT NOT NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
DepartmentID

Foreign key from Department. NULL for global department.

DBINT NULL
Description

Additional information about the group.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the skill group. This name must be unique among all skill groups in the enterprise.

VNAME32 AK-1 NOT NULL
Extension

The extension number for the service (used by Lucent DEFINITY ECS).

VTELNO10 NULL
IPTA

Indicates whether or not this is an 'Unified ICM picks the agent (IPTA)' skill group:

  • Y = Yes, this is an IPTA skill group.

  • N = No, this is not an IPTA skill group.

DBCHAR NOT NULL
MRDomainID

The Media Routing Domain with which this skill group is associated. The default value is 1.

DBINT FK NOT NULL
PeripheralID

Foreign key from Peripheral table.

DBSMALLINT AK-2, FK NOT NULL
PeripheralName

Skill group name as known by the peripheral.

VNAME32 NOT NULL
PeripheralNumber

Skill group number as known by the peripheral.

DBINT AK-2 NOT NULL
PrecisionQueueID

Foreign key to the Precision Queue table.

DBINT FK, NULL
Priority

The routing priority of this group for the skill:

  • 1 = primary

  • 2 = secondary

  • 3= tertiary; etc.

    Note

     
    The value 0 indicates a base skill group.
DBSMALLINT AK-2 NOT NULL
ScheduleID

Identifies an imported schedule associated with the skill group.

DBINT FK, IE-1 NULL
ServiceLevelThreshold

The service level threshold, in seconds, for the service level.

If this field is negative, the value of the ServiceLevelThreshold field in the Service_Level_Threshold table (for this Peripheral/MRD pair) is used.

The default value is -1 which means SL computation is disabled for this SG.

DBINT NOT NULL
ServiceLevelType

Indicates how the system software calculates the service level for the skillgroup.

If this field is 0, Unified ICM uses the default specified for the associated Peripheral/MRD pair in the Service_Level_Threshold table.

Possible values:

  • 0 = Use Default

  • 1 = Ignore Abandoned Calls

  • 2 = Abandoned Call Has Negative Impact:

  • 3 = Abandoned Call Has Positive Impact:

DBSMALLINT NOT NULL
SkillTargetID

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

DBINT PK, FK, NOT NULL
SubGroupMaskType

Indicates whether to use the SubSkillGroupMask field for the skill group or to use the peripheral default:

  • 0 = Use peripheral default.

  • 1 = Override the peripheral default.

DBSMALLINT NOT NULL
SubSkillGroupMask

A series of characters (Y and N) indicating which sub-skill groups to create for the skill group. Ignored if SubGroupMaskType is 0.

varchar(64) NULL
UserDeletable

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

DBCHAR NOT NULL

Skill_Group_Five_Minute

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

It gets populated on central and HDS databases. This table contains statistics about each skill group during the five-minute interval.

The Unified ICM generates Skill_Group_Five_Minute records for each skill group.

Related table

Skill_Group (via SkillTargetID)

Table 410. Indexes for Skill_Group_Five_Minute Table

index_name

index_description

index_keys

XAK1Skill_Group_Five_Minute

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKSkill_Group_Five_Minute

Clustered, unique, primary key located on PRIMARY

DateTime, SkillTargetID, TimeZone

Table 411. Fields in Skill_Group_Five_Minute Table
Name Description Data Type Keys and NULL Option
Avail

Number of agents in group in the Available state at the end of the five-minute interval.

DBINT NULL
AvailTimeTo5

The total time, in seconds, that agents in the skill group were in the Available state for any skill group during the five-minute interval. AvailTime is included in the calculation of LoggedOnTime.

DBINT NULL
AvgHandledCallsTalkTimeTo5

Average talk time in seconds for calls counted as handled by the skill group during the five-minute window. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallsHandledTo5

AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished (that is, any after-call work associated with the call has been completed). This field is updated in the database when any after-call work associated with the call is completed.

DBINT NULL
AvgHandledCallsTimeTo5

Average talk time in seconds for calls counted as handled by the skill group during the five-minute window. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallsHandledTo5

The AvgHandledCallsTime value is updated in the database when any after-call work time associated with the call is completed.

DBINT NULL
BusyOther

Number of agents in the BusyOther state at the end of the five-minute interval.

DBINT NULL
BusyOtherTimeTo5

Number of seconds agents spent in the BusyOther state during the five-minute window. BusyOtherTime is included in the calculation of LoggedOnTime.

DBINT NULL
CallsAnsweredTo5

Number of calls answered by agents in the skill group during the five-minute window. The count for CallsAnswered is updated at the time the call is answered.

DBINT NULL
CallsHandledTo5

Calls that by been answered and have completed wrap-up by the skill group during the five-minute window.

A handled call is:

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

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
DateTime

Central Controller date and time at the start of the five-minute interval.

DBSMALLDATE PK NOT NULL
LoggedOn

Number of agents in the skill group logged on at the end of the five-minute interval.

DBINT NULL
LongestAvailAgent

Time in seconds that the longest available agent for the skill group has been available.

DBINT NULL
NotReady

Number of agents in the skill group in the Not Ready state at the end of the five-minute interval.

DBINT NULL
NotReadyTimeTo5

The total time in seconds that agents in the skill group were in the Not Ready state for any skill group during the five-minute window. NotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
PercentUtilizationTo5

Percentage of Ready time that agents in the skill group spent talking or doing call work during the five-minute window. This is the percentage of time agents spend working on calls versus the time agents were ready.

DBFLT4 NULL
Ready

Number of agents in the skill group in the Ready state at the end of the five-minute interval.

DBINT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
ReservedStateTimeTo5

Time agents in the skill group spent in the Reserved state during the five-minute window. ReservedStateTime is included in the calculation of LoggedOnTime.

DBINT NULL
SkillTargetID

The SkillTargetID of the agent. Together with the SkillGroupSkillTargetID, identifies the skill group member. Foreign key from skill group table.

DBINT PK, FK NOT NULL
TalkingIn

Number of agents in the skill group talking on inbound calls at the end of the five-minute interval. Inbound calls are ACD calls arriving on trunks (that is, calls that are not internally generated).

DBINT NULL
TalkingOther

Number of agents in the skill group talking on internal calls (neither inbound nor outbound) at the end of the five-minute interval. Examples of "other calls include agent-to-agent transfers and supervisor calls.

DBINT NULL
TalkingOut

Number of agents in the skill group talking on outbound calls at the end of the five-minute interval.

DBINT NULL
TalkTimeTo5

Number of seconds agents in the skill group were in the Talking state during the five-minute window.

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

DBINT NULL
TimeZone

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

DBINT PK, NOT NULL
Unused1

This field is not used.

DBINT NULL
WorkNotReady

Number of agents in the skill group in the Work Not Ready state at the end of the five-minute interval.

DBINT NULL
WorkNotReadyTimeTo5

Number of seconds agents in the skill group were in the Work Not Ready state during the five-minute window. WorkNotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
WorkReady

Number of agents in the skill group in the Work Ready state at the end of the five-minute interval.

DBINT NULL
WorkReadyTimeTo5

Number of seconds agents in the skill group were in the Work Ready state during the five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL

Skill_Group_Interval

This section describes the Skill Group Interval table.

For any calls that are routed using a Precision Queue, RouterCallsOffered and RouterErrorCode fields in the corresponding Skill_Group_Interval table are updated.


Note
In the Skill_Group_Interval table, the Hold time is calculated based on the agent state.
Table 412. Indexes for Skill_Group_Interval Table

index_name

index_description

index_keys

XPKSkill_Group_Interval

PRIMARY KEY

DateTime, SkillTargetID, Timezone

XAK1Skill_Group_Interval

UNIQUE

Recovery Key

XIE1Skill_Group_Interval

Nonclustered

DbDateTime

Table 413. Fields in Skill_Group_Interval Table
Name Description Data Type Keys and NULL Option
AbandonHoldCallsOut

The number of outbound calls that abandon while on hold. This is reported by OPC.

DBINT YES
AvgHandledCallsTalkTime

Average talk time in seconds for inbound calls associated with the skill group that were handled during the reporting interval. This value is calculated as follows: HandledCallsTalkTime / CallHandled. AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished (that is, any after-call work associated with the call has been completed). This field is counted when any after-call work associated with the call is completed, and the database is updated every reporting.

Note

 
In a Unified CCE Enterprise Gateway deployment, a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data.
DBINT YES
AnswerWaitTime

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

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

  • DelayTime

  • LocalQTime

  • RingTime

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

  • DelayTime

  • RingTime

  • NetworkSkillGroupQTime

DBINT YES
AbandonRingCalls

Total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is counted at the time the call disconnects, and the database is updated every reporting.

DBINT YES
AbandonRingTime

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

DBINT YES
AbandonHoldCalls

The total number of ACD calls to the skill group that abandoned while being held at an agents position. The value is counted at the time the call disconnects, and the database is updated every reporting.

DBINT YES
AgentOutCallsTalkTime

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

Note

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

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

DBINT YES
AgentOutCallsOnHoldTime

Total number of seconds outbound ACD calls were placed on hold by agents associated with this skill group. This value updated in the database when after-call work associated with the call (if any) is completed.

DBINT YES
AgentTerminatedCalls

Not currently used.

DBINT YES
AvgHandledCallsTime

Average handle time in seconds for inbound calls associated with the skill group that were handled during the reporting interval. This value is calculated as follows: HandledCallsTime / CallsHandled. The AvgHandledCallsTime value is counted when any after-call work time associated with the call is completed, and the database is updated every reporting.

DBINT YES
AutoOutCalls

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

DBINT YES
AutoOutCallsTime

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

DBINT YES
AutoOutCallsTalkTime

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

DBINT YES
AutoOutCallsOnHold

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

DBINT YES
AutoOutCallsOnHoldTime

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

DBINT YES
AgentOutCallsTime

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

DBINT YES
AgentOutCalls

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

DBINT YES
AvailTime

Total time in seconds agents associated with this skill group were in the Not_Active state for this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime.

DBINT YES
BargeInCalls

The number of calls associated with this skill group barged in on either by the supervisor or by the agent. This field is applicable for Unified CCE only.

DBINT YES
BucketIntervalID

The ID of Bucket Intervals from the Bucket_Interval table used to generate the following RouterAnsInterval and RouterAbandInterval fields in this record.

DBINT NULL
BusyOtherTime

Number of seconds agents have spent in the BusyOther state for this skill group during the reporting interval. BusyOtherTime is included in the calculation of LoggedOnTime.

DBINT YES
CampaignID

For skill groups assigned to campaigns only per the Campaign Skill Group. As skill groups are often reused for new campaigns, this provides a historical trail for proper reporting. Filled in by the CallRouter.

DBINT YES
CallbackMessages

Number of callback messages processed by the skill group during the reporting interval.

DBINT YES
CallbackMessagesTime

Number of seconds the skill group spent processing callback messages during the reporting interval.

DBINT YES
CallsHandled

The number of inbound ACD calls answered and wrap-up completed by agents associated with this skill group during the reporting interval.

This field is applicable for Unified ICM and Unified CCE. A handled call is:

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

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

A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task.

DBINT YES
CallsAnswered

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

Note

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

The number of external consult calls the agents in this skill group completed during this interval.

DBINT NULL
ConsultOutCallsTime

Time the agents in this skill group spent on consult external calls. It includes talk, hold, and wrap time. Time is counted when the call ends. This time

DBINT NULL
ConsultativeCalls

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

DBINT YES
ConsultativeCallsTime

The number of seconds agents associated with this skill group spent handling a consultative call. The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting.

DBINT YES
CallsOffered

The number of calls received by this skill group for the current reporting interval. In Unified CCE with a Unified CCE System PG, a call is counted as offered when it is sent to a skill group. In Unified CCE without a Unified CCE System PG, a call is counted as offered only when it is answered.

Note

 
For consistent values, in Unified CCE regardless of whether there is a Unified CCE System PG, use RouterCallsOffered.
DBINT YES
CallsQueued

The number of calls queued to this skill group by the ACD in the current reporting interval. In Unified CCE with a Unified CCE System PG, this field is applicable and is updated when a call is queued to the skill group.

Note

 
Not applicable for Unified CCE without a Unified CCE System PG and is not updated.

For consistent values, in Unified CCE regardless of whether there is a Unified CCE System PG, use RouterQueueCalls.

DBINT YES
ConferencedInCalls

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

Note

 
For blind conferences in Unified CCE with a Unified CCE System PG, this field is updated when an agent later answers the call that was blind conferenced to a VRU. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG.
DBINT YES
ConferencedInCallsTime

The number of seconds agents associated with this skill group were involved in incoming conference calls. Conferenced in calls include both ACD and non-ACD. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. For blind conferences in Unified CCE, the value is counted when an agent blind conferences the call to a VRU, and the database is updated every reporting. For blind conferences in Unified CCE with a Unified CCE System PG, the value is not updated in the database until another agent later answers the call that was blind conferenced to a VRU.

Note

 
For blind conferences in Unified CCE with a Unified CCE System PG, this field is updated when another agent later answers the call that was blind conferenced to a VRU. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG.
DBINT YES
ConferencedOutCalls

The number of conference calls that the skill group agents initiated. The conferenced out calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT YES
ConferencedOutCallsTime

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

DBINT YES
DateTime

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

DBSMALLDATE NOT NULL
DbDateTime

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

DBDATETIME YES
EmergencyAssists

The number of emergency assist requests either by the agent or by the supervisor. This field is applicable for Unified CCE only.

DBINT YES
HoldTime

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

DBINT YES
HandledCallsTalkTime

The number of seconds that agents spent in TalkTime for calls associated with this skill group that ended in this reporting interval. This field is applicable for both Unified ICM, Unified CCE and Outbound Option.

DBINT YES
HandledCallsTime

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

HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime/WorkReadyTime)

The value in this field for the incoming routed calls includes:

  1. Talk time

  2. IncomingCallsOnHoldTime

  3. Work Ready and Work Not Ready time

Note

 

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

Note

 

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

DBINT YES
IncomingCallsOnHoldTime

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

DBINT YES
IncomingCallsOnHold

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

DBINT YES
InternalCallsOnHoldTime

The total number of seconds internal calls agents associated with the skill group ended in this reporting ever put on hold. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting.

DBINT YES
InternalCallsOnHold

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

DBINT YES
InternalCallsRcvdTime

Number of seconds spent on internal calls received by the agent during the reporting interval. The value is incremented when the after-call-work time associated with the call has completed.

DBINT YES
InternalCallsRcvd

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

DBINT YES
InternalCalls

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

DBINT YES
InternalCallsTime

Number of seconds spent on internal calls initiated by the agent during the reporting interval. The value is incremented when the after-call-work time associated with the call has completed.

DBINT YES
InterruptedTime

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

DBINT YES
InterceptCalls

The number of calls intercepted either by the supervisor or by the agent. This field is applicable for Unified CCE only.

DBINT YES
LoggedOnTime

Total time, in seconds, agents associated with this skill group were logged on during the reporting interval. This field is applicable for both Unified ICM, Unified CCE and Outbound Option.

This value is based on the sum of the following:

  1. HoldTime

  2. TalkInTime

  3. TalkOutTime

  4. TalkOtherTime

  5. NotReadyTime

  6. WorkReadyTime

  7. WorkNotReadyTime

  8. BusyOtherTime

  9. ReservedStateTime

  10. TalkAutoOutTime

  11. TalkPreviewTime

  12. TalkReservedTime

  13. InterruptedTime

DBINT YES
MonitorCalls

The number of calls monitored either by the supervisor or by the agent. This field is applicable for Unified CCE only.

DBINT YES
NetConsultativeCalls

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

DBINT YES
NetConsultativeCallsTime

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

DBINT YES
NetConferencedOutCalls

The number of Network conference calls that the skill group agents initiated. The conferenced out calls only include Network conference calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting.

DBINT YES
NetConfOutCallsTime

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

DBINT YES
NetTransferOutCalls

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

DBINT YES
NotReadyTime

Total seconds agents were in the Not Ready state for this skill group during the reporting interval. NotReadyTime is included in the calculation of LoggedOnTime.

DBINT YES

PickRequests

The total number of pick requests successfully routed to this skill group for this interval.

DBINT

NULL

PullRequests

The total number of pull requests successfully routed to this skill group for this interval .

DBINT

NULL

PickErrors

Number of pick requests resulting in an error.

DBINT

NULL

PullErrors

Number of pull requests resulting in an error.

DBINT

NULL
PercentUtilization

Percentage of Ready time that agents associated with this skill group spent talking or doing call work during the reporting interval. This is the percentage of time these agents spent working on calls versus the time agents were ready.

DBFLT4 YES
PrecisionQueueID

Foreign Key from Precision_Queue table.

DBINT NULL
PreviewCalls

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

DBINT YES
PreviewCallsTime

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

DBINT YES
PreviewCallsTalkTime

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

DBINT YES
PreviewCallsOnHold

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

DBINT YES
PreviewCallsOnHoldTime

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

DBINT YES
ReserveCalls

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

DBINT YES
ReserveCallsTime

For Outbound Option, the time during the reporting interval that outbound agents in this skill group spent on reservation calls waiting for delivery of a Campaign customer call. This includes preview time for Preview, Direct Preview, and Personal Callback calls.

DBINT YES
ReserveCallsTalkTime

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

DBINT YES
ReserveCallsOnHold

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

DBINT YES
ReserveCallsOnHoldTime

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

DBINT YES
RecoveryKey

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

DBFLT8

NOT NULL
RedirectNoAnsCalls

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

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT YES
RedirectNoAnsCallsTime

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

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT YES
RouterAbandInterval1

Number of calls abandoned within interval 1. For Skill Group Interval, RouterAbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned.

This column is applicable to both third-party ACDs and Unified CCE with the following exception: the column is not incremented if the call abandons after it is routed to a standard ACD, unless the call was translation routed.

In a Unified CCE Enterprise Gateway deployment, a Unified ICM (parent) connected with a Unified CCE and with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data.

DBINT NULL
RouterAbandInterval2

Number of calls abandoned within interval 2. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval3

Number of calls abandoned within interval 3. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval4

Number of calls abandoned within interval 4. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval5

Number of calls abandoned within interval 5. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval6

Number of calls abandoned within interval 6. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval7

Number of calls abandoned within interval 7. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval8

Number of calls abandoned within interval 8. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval9

Number of calls abandoned within interval 9. See RouterAbandInterval1.

DBINT NULL
RouterAbandInterval10

Number of calls abandoned within interval 10. See RouterAbandInterval1.

DBINT NULL
RouterAnsInterval1

Number of calls answered within interval 1. For Skill Group Interval, RouterAnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered.

This column is applicable to both third-party ACDs and CC Enterprise with the following exception: the column is not incremented if an agent on a third-party ACD answers the call, unless the call was translation routed.

In a Unified CCE Enterprise Gateway deployment,a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data.

With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must change the call type of the call when self-service is completed. Otherwise, the time spent in self-service negatively impacts the Service Level.

DBINT NULL
RouterAnsInterval2

Number of calls answered within interval 2. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval3

Number of calls answered within interval 3. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval4

Number of calls answered within interval 4. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval5

Number of calls answered within interval 5. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval6

Number of calls answered within interval 6. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval7

Number of calls answered within interval 7. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval8

Number of calls answered within interval 8. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval9

Number of calls answered within interval 9. See RouterAnsInterval1.

DBINT NULL
RouterAnsInterval10

Number of calls answered within interval 10. See RouterAnsInterval1.

DBINT NULL
RouterCallsAbandQ

Number of calls queued to the group by the CallRouter that were abandoned during the half-hour interval. The CallRouter sets this field.

DBINT YES
RouterDelayQAbandTime

The summation of time spent waiting in queue with this skill group by callers that abandon before being routed to an agent.

The CallRouter sets this field.

DBINT
RouterMaxCallsQueued

The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group it was queued to.

The CallRouter sets this field.

DBINT NULL
RouterMaxCallWaitTime

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.

The CallRouter sets this field.

DBINT NULL
RouterQueueCalls

Number of calls queued to the group by the CallRouter during the reporting interval. The CallRouter sets this field.

DBINT YES
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
ReportingHalfHour

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

DBINT NULL
ReportingInterval

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

DBINT NULL
ReservedStateTime

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

DBINT YES
RouterCallsOffered

The number of calls routed or queued for the Skill Group in the reporting interval. The CallRouter sets this field.

This fields does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOffered field of Skill_Group tables.

Note: RouterCallsOffered = RouterCallsAbandToAgent + CallsHandled + RouterCallsDequeued + RedirectNoAnsCalls + RouterError + ReserveCalls + RouterCallsAbandQ + RouterCallsAbandDequeued

This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

This value is incremented by:

  1. CallType short calls, which are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.)

  2. Calls that are cancelled bis Cancel Queue node and re-queued to the same Skill Group.

  3. Calls that are routed to a Skill Group, re-queried, and re-queued to the same Skill Group.

Note

 

For precision queue skill groups, this value increments when a call is sent to a peripheral.

DBINT YES
RouterCallsAbandToAgent

In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups.

The CallRouter sets this field.

Note

 

For precision queue skill groups, this value counts the number of calls abandoned after the calls are routed to an agent desktop and before the calls are answered.

DBINT YES
RouterCallsDequeued

The number of calls that were de-queued from this skill group to be routed to another skill group in the reporting interval. This field is incremented when a call is de-queued by a Cancel Queue node or a Release Call node. This field is applicable to Unified CCE environments and to ICM environments where calls are translation-routed to Skill Groups.

The CallRouter sets this field.

DBINT YES
RouterError

The number of calls that resulted in an error condition in the reporting interval.

A few examples of error condition are:

  • CCE Script implementation is unable to find a target for the call due to any scripting or configuration error.

  • The system is unable to route the call to the identified Agent for any error in the network or device.

  • Calls with mis-configured labels do not use default routing; for example, when a route has not been defined.

This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

The CallRouter sets this field.

Note

 

For precision queue skill groups, this value counts the number of calls resulting in an error condition after the calls are routed to an agent desktop.

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

DBINT YES
RouterCallsAbandDequeued

The number of calls that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented for all the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously queued to the longest at the time of the abandon. Usually, this would be the first group the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order.

The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against.

This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups.

The CallRouter sets this field.

DBINT YES
Reserved1

Reserved for future use.

DBINT YES
Reserved2

Reserved for future use.

DBINT YES
Reserved3

Reserved for future use.

DBINT YES
Reserved4

Reserved for future use.

DBINT YES
Reserved5

Reserved for future use.

DBFLT4 YES
SkillTargetID

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

DBINT NOT NULL
SupervAssistCalls

Number of calls for which agents received supervisor assistance during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting. This field is applicable for Unified CCE.

DBINT YES
SupervAssistCallsTime

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

DBINT YES
ShortCalls

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

DBINT YES
ServiceLevel

Service Level for the skill group during the reporting interval. This value is computed based on the ServiceLevelCalls, ServiceLevelCallsoffered, ServiceLevelCallsAband, and CallsDequeued.

There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration.

They are:

  1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - RouterCallsDequeued - RouterCallsAbandDequeue).

  2. Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued - RouterCallsAbandDequeue).

  3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued - RouterCallsAbandDequeue).

Note

 
This field is relevant to the Unified CCE environment only.
DBFLT4 YES
ServiceLevelCalls

The total number of calls of this skill group answered within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCalls is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered.

Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. Other Skill Groups have ServiceLevelCallsDequeued incremented. Dequeuing the call by a Cancel Node has no impact on ServiceLevelCallsAband. This field is relevant to the Unified CCE environment only.

With the existence of a network VRU, this value includes time in the network queue.

DBINT YES
ServiceLevelCallsAband

The total number of calls of this skill group abandoned within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCallsAband is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned.

Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. This field is relevant to the Unified CCE environment only.

DBINT YES
ServiceLevelCallsDequeue

The number of queued calls de-queued from a skill group within the skill ServiceLevel threshold in the reporting interval. Calls may be de-queued by a Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.

Note

 
This field is relevant to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT YES
ServiceLevelError

The calls that ended in Error state within the skill group Service Level threshold during the reporting interval.

Note

 
This field is relevant to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT YES
ServiceLevelRONA

The calls that redirected on no answer within the Service Level threshold during the reporting interval. These calls are part of the ServiceLevelCallsOffered.

Note: This field is relevant to the Unified CCE environment only.

Note: With the existence of a network VRU, this value includes time in the network queue.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT YES
ServiceLevelCallsOffered

The number of calls routed to a skill group or queued for a skill group in the reporting interval.

Includes the following categories of calls:

  1. Calls that are answered within the ServiceLevel threshold.

  2. Calls that are abandoned within the ServiceLevel threshold.

  3. Calls that are redirected within the ServiceLevel threshold. (This is consistent with Call Type ServiceLevel).

  4. Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold).

    Note

     
    ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the RouterError field to exclude all the erroneous calls and ServiceLevelError field to exclude erroneous calls before threshold.

Note

 
This field is relevant to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT YES
TimeZone

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

DBINT NOT NULL
TalkInTime

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

DBINT YES
TalkOutTime

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

DBINT YES
TalkOtherTime

Number of seconds agents spent talking on other calls (neither inbound nor outbound) during the reporting interval. Examples of other calls include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT YES
TransferInCalls

Number of calls transferred into the skill group during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. In Unified CCE with a Unified CCE System PG, a call is counted as offered when it is sent to a skill group. In Unified CCE, a call is counted as offered only when it is answered. This field is applicable for both Unified ICM and Unified CCE.

Note

 

For blind transfers in Unified CCE with a Unified CCE System PG, this field updates when the call that is blind transferred to a VRU is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG.

Note: "Calls" may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs.

DBINT YES
TalkTime

Total seconds agents associated with this skill group were in the Talking state during the reporting interval.

This value is based on the following:

  1. TalkInTime

  2. TalkOutTime

  3. TalkOtherTime

  4. TalkAutoOutTime

  5. TalkPreviewTime

  6. TalkReservedTime

DBINT YES
TransferInCallsTime

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

Note: For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is later transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG.

Note: "Calls" may include voice calls and nonvoice tasks from ECE or third-party multichannel applications that use the Task Routing APIs.

DBINT YES
TransferOutCalls

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

Note: "Calls" may include voice calls and nonvoice tasks from ECE or third-party multichannel applications that use the Task Routing APIs.

DBINT YES
TalkAutoOutTime

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

DBINT YES
TalkPreviewTime

Number of seconds the agent spent talking on outbound Preview calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime.

DBINT YES
TalkReserveTime

Number of seconds the agent spent talking on agent reservation calls during the reporting interval. TalkReserveTime is included in the calculation of LoggedOnTime.

DBINT YES
WorkNotReadyTime

Total time in seconds agents associated with this skill group were in the WORK_NOT_READY state during the reporting interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime.

DBINT YES
WorkReadyTime

Total seconds agents in the skill group were in the WORK_READY state for tasks associated with this skill group that ended during this reporting interval. WorkReadyTime is included in the calculation of LoggedOnTime.

DBINT YES
WhisperCalls

The number of calls coached either by the supervisor or by the agent. This field is applicable for Unified CCE only.

DBINT YES

Skill_Group_Member

Table

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

The Skill Group Member table maps agents to skill groups. Each skill group contains one or more member agents. Each agent can be a member of one or more skill groups.

Use the Skill Group Route Explorer tool to add, update, and delete Skill_Group_Member records.

Related Tables

Agent (AgentSkillTargetID maps to Agent.SkillTargetID)

Skill_Group (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 414. Indexes for Skill_Group_Member Table

index_name

index_description

index_keys

XIE1Skill_Group_Member

nonclustered located on PRIMARY

AgentSkillTargetID

XPKSkill_Group_Members

clustered, unique, primary key located on PRIMARY

SkillGroupSkillTargetID, AgentSkillTargetID

Table 415. Fields in Skill_Group_Member Table
Name Description Data Type Keys and NULL Option
AgentSkillTargetID

The agent's SkillTargetID value.

DBINT PK, FK, IE-1 NOT NULL
SkillGroupSkillTargetID

The skill group's SkillTargetID value.

DBINT PK, FK NOT NULL

Skill_Group_Real_Time

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


Note
In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would usually only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data.

Local database only. Contains real time information about each skill group.

The system software generates a Skill_Group_Real_Time record for each skill group.

Related Table

Skill_Group (via SkillTargetID)

Table 416. Indexes for Skill_Group_Real_Time Table

index_name

index_description

index_keys

XPKSkill_Group_Real_Time

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 417. Fields in Skill_Group_Real_Time Table
Name Description Data Type Keys and NULL Option
AgentOutCallsTimeTo5

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

DBINT NULL
AgentOutCallsTo5

The total number of outbound ACD calls associated with this skill group that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed.

DBINT NULL
AnswerWaitTimeTo5

It is the current (rolling) five-minute interval total of:

  • In Unified ICM, the time in seconds from when the call first arrives at the ACD to when the agent answers the call.

    AnswerWaitTime is calculated from the following:

    • DelayTime

    • LocalQTime

    • RingTime

  • In Unified CCE, the number of seconds calls spent between first queued being queued to the skillgroup through Select (LAA) or Queue to Skillgroup nodes to when they were answered by an agent.

    AnswerWaitTime is calculated from the following:

    • DelayTime

    • LocalQTime

    • RingTime

    • NetworkQTime

Note

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

The number of agents belonging to this skill group who are currently ApplicationAvailable with respect to the MRD to which the skill group belongs.

An agent is Application available if the agent is Not Routable and Available for the MRD. This means that the agent can be routed a task by the Email and Web Manager.

DBINT NULL
AutoOutCallsTalkTimeTo5

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

DBINT NULL
AutoOutCallsTimeTo5

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

DBINT NULL
AutoOutCallsTo5

Total number of AutoOut (predictive) calls made by agents in the skill group that ended during the current five-minute interval. The value is updated in the database when the after-call-work time associated with the call (if any) has completed.

DBINT NULL
Avail

Number of agents for the skill group in Not_Active state with respect to this skill group.

DBINT NULL
AvailTimeTo5

Total seconds agents in the skill group have been in the Not_Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime.

DBINT NULL
AvgHandledCallsTalkTimeTo5

Average talk time in seconds for calls counted as handled by the skill group during the rolling five-minute interval. This value is calculated as follows:

HandledCallsTalkTimeTo5 / CallHandledTo5

AvgHandledCallsTalkTime is calculated only for calls counted as handled. This field is updated in the database when any after-call work associated with the call is completed.

DBINT NULL
AvgHandledCallsTimeTo5

Average handle time in seconds for calls counted as handled by the skill group during the rolling five-minute interval. The value is calculated as follows:

HandledCallsTimeTo5 / CallHandledTo5

The AvgHandledCallsTime value is updated in the database when the after-call work time associated with the call is completed.

DBINT NULL
BusyOther

Number of agents currently in the BusyOther state with respect to this skill group.

DBINT NULL
BusyOtherTimeTo5

Number of seconds agents have spent in the BusyOther state during the rolling five-minute interval. BusyOtherTime is included in the calculation of LoggedOnTime.

DBINT NULL
CallsAnsweredTo5

The number of calls that were answered by the skill group during the rolling five-minute interval.

DBINT NULL
CallsHandledTo5

The number of calls that were handled by the skill group during the rolling five-minute interval.

This field is applicable for both Unified ICM and Unified CCE. A handled call is:

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

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

A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task.

DBINT NULL
CallsInProgress

The total number of ongoing non-voice tasks associated with this skill group. This field populates for non-voice tasks only.

DBINT NULL
CallsOfferedTo5

Number of calls offered to the skill group during the rolling five-minute interval. A call is counted only when it is answered.

This field represents local queue counts at the ACD. It is incremented only in the event of local queueing. In the event of Network Queueing, the field incremented in RouterCallsOfferedTo5.

DBINT NULL
CallsQueuedNow

The number of calls currently queued to this skill group by the ACD.

This field represents local queue counts at the ACD. It is incremented only in the event of local queueing. In the event of Network Queueing, the field incremented in RouterCallsQNow.

DBINT NULL
DateTime

Central Controller date and time that this data was last updated.

DBDATETIME NOT NULL
HandledCallsTalkTimeTo5

Total talk time, in seconds, for calls counted as handled by the skill group during the rolling five-minute interval. It is updated in the database when the after-call work time associated with the call (if any) is completed.

DBINT NULL
FutureUseInt1

Reserved for future use

DBINT NULL
FutureUseInt2

Reserved for future use

DBINT NULL
FutureUseInt3

Reserved for future use

DBINT NULL
FutureUseInt4

Reserved for future use

DBINT NULL
FutureUseInt5

Reserved for future use

DBINT NULL
HandledCallsTimeTo5

This field only applies to configured skill groups. Total handle time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval.

Handle time is number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call.

HandledCallsTime = HandledCallsTalkTime + HoldTime + (WorkNotReadyTime/WorkReadyTime)

The value in this field for the incoming routed calls includes:

  1. Talk time

  2. Total Held time

  3. Work Ready and Work Not Ready time

Note

 

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

Note

 

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

DBINT NULL
Hold

The number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold.

DBINT NULL
HoldTimeTo5

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

DBINT NULL
IcmAvailable

The number of agents belonging to this skill group who are currently ICMAvailable with respect to the MRD to which the skill group belongs. An agent is ICM available if s/he is Routable and Available for the MRD. This means that the agent can be routed a task by system software.

DBINT NULL
InterruptedTimeTo5

The number of seconds during which all calls to the agent are in interrupted state during the rolling five-minute interval.

DBINT NULL
LoggedOn

Number of agents that are currently logged on to the skill group. This count is updated each time an agent logs on and each time an agent logs off.

DBINT NULL
LoggedOnTimeTo5

Total time, in seconds, agents were logged on to the skill group during the current (rolling) five-minute interval. This value is based on the following:

  • HoldTimeTo5

  • TalkInTimeTo5

  • TalkOutTimeTo5

  • TalkOtherTimeTo5

  • AvailTimeTo5

  • NotReadyTimeTo5

  • WorkReadyTimeTo5

  • WorkNotReadyTimeTo5

  • BusyOtherTimeTo5

  • ReservedStateTimeTo5

  • TalkAutoOutTimeTo5

  • TalkPreviewTimeTo5

  • TalkReservedTimeTo5

This field is applicable for both Unified ICM, Unified CCEand Outbound Option.

DBINT NULL
LongestAvailAgent

A date and time value that specifies the time that the longest available agent for the skill group became available. If no agent was available, the value is 0

DBDATETIME NULL
LongestCallQ

The date and time that the longest call in the queue for the skill group was placed in the queue.

Note

 
Not applicable for Unified CCE without a Unified CCE System PG and is not updated. In Unified CCE, with a Unified CCE System PG, this field is applicable and is updated when a call is queued to the skill group. For consistent values, in Unified CCE regardless of whether or not there is a Unified CCE System PG, use RouterLongestCallInQ.
DBDATETIME NULL
NotReady

Number of agents in the Not Ready state for the skill group.

DBINT NULL
NotReadyTimeTo5

Total seconds agents in the skill group have been in the Not Ready state during the rolling five-minute interval. NotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
NumAgentsInterruptedNow

The number of agents whose state with respect to this skill group is currently Interrupted.

DBINT NULL
PercentUtilizationTo5

Percentage of Ready time that agents in the skill group spent talking or doing call work during the rolling five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.

DBFLT4 NULL
PreviewCallsTalkTimeTo5

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

DBINT NULL
PreviewCallsTimeTo5

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

DBINT NULL
PreviewCallsTo5

Total number of outbound Preview calls made by agents in the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed.

DBINT NULL
Ready

The number of agents who are Routable with respect to the MRD associated with this skill group, and whose state with respect to this skill group is currently something other than NOT_READY or WORK_NOT_READY.

DBINT NULL
ReserveCallsTalkTimeTo5

This is the talk time for the reservation call. It should be either zero or a few seconds. This is counted using Call State.

DBINT NULL
RedirectNoAnsCallsTo5

In the rolling five-minute interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
ReserveCallsTimeTo5

This is the sum of the total number of reservation calls placed on hold and the talk time for the reservation call. This is counted using Call State.

DBINT NULL
ReserveCallsTo5

Number of reservation calls. This should always equal to the ReserveCallsOnHoldToHalf.

DBINT NULL
ReservedAgents

Number of agents for the skill group currently in the Reserved state.

DBINT NULL
ReservedStateTimeTo5

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

DBINT NULL
RouterCallsAbandQTo5

The number of calls that abandoned while queued in the router to this agent, in the rolling five-minute interval.

DBINT NULL
RouterCallsAbandToAgentTo5

In the rolling five-minute interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing).

This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups.

DBINT NULL
RouterCallsAbandDequeuedTo5

The number of calls that were de-queued from this skill group, and had to be routed to another skill group in the rolling five-minute interval.

This field is incremented when a call is de-queued through the Cancel Queue node.

DBINT NULL
RouterCallsDequeuedTo5

The number of calls that were de-queued from this skill group to be routed to another skill group in the rolling five-minute interval.

This field is also incremented when a call is de-queued via Cancel Queue node.

DBINT NULL
RouterCallsOfferedTo5

The number of calls received by this skill group in the rolling five-minute interval. This value is set by the Call Router. A call is counted as offered as soon at it is sent to a Skill Group.

This value is incremented by:

  • CallType short calls, which are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.)

  • Calls that are cancelled by Cancel Queue node and re-queued to the same Skill Group

  • Calls that are routed to a Skill Group, re-queried, and re-queued to the same Skill Group

This field does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOfferedTo5 field of Skill_Group tables.

DBINT NULL
RouterCallsQNow

Number of calls currently queued for the skill group at the CallRouter.

This field does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsQueuedNow field of Skill_Group tables.

DBINT NULL
RouterLongestCallInQ

The time when the longest call in queue was queued for this skill group.

DBDATETIME NULL
ServiceLevelCallsAbandTo5

The count of calls that abandon within the skill group SL threshold in rolling five-minute interval.

Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group.

Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition.

If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router will increment this value for ALL the Skill Groups this call was queued for.

If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented.

Dequeuing the call via Cancel Node has no impact on ServiceLevelCallsAband.

Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group.

Note

 
This field is applicable to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelCallsDequeuedTo5

The number of calls de-queued from a skill group, within the skill group Service Level threshold, in rolling five-minute interval.

Note

 
This field is applicable to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelCallsOfferedTo5

The number of calls that are routed to a skill group or queued for a the skill group in the rolling five-minute interval

Includes these categories of calls

  • Calls that are answered within the ServiceLevel threshold

  • Calls that are abandoned within the ServiceLevel threshold

  • Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel)

  • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold).

Note

 
Calls that end in error state within SL threshold are not counted as ServiceLevelCallsOffered.

Note

 
This field is applicable to the Unified CCE environment only.

Note

 
With the existence of a network VRU, this value includes time in the network queue.
DBINT NULL
ServiceLevelCallsTo5

The number of calls that are answered by the skill group within the Service Level threshold in the rolling five-minute interval.

Note

 
This field is applicable to the Unified CCE environment only.
DBINT NULL
ServiceLevelTo5

Service Level for the skill group in rolling five-minute interval.

There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration.

They are:

  1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - RouterCallsDequeued)

  2. Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued)

  3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued)

Note

 
This field is relevant to the Unified CCE environment only.
DBFLT4 NULL
ServiceLevelRONATo5

The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval.

These calls are part of the ServiceLevelCallsOffered.

This field is applicable to the Unified CCE environment only.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
SkillTargetID

Foreign key from the Skill Group table. The SkillTargetID of the agent. Together with the SkillGroupSkillTargetID, identifies the skill group member.

DBINT PK, FK NOT NULL
TalkAutoOutTimeTo5

Number of seconds agents in the skill group spent talking on AutoOut (predictive) calls during the rolling five-minute interval.

DBINT NULL
TalkingAutoOut

Number of agents in the skill group currently talking on AutoOut (predictive) calls.

DBINT NULL
TalkingIn

Number of agents in the skill group currently talking on inbound calls.

DBINT NULL
TalkingOther

Number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of "other calls include agent-to-agent transfers and supervisor calls.

DBINT NULL
TalkingOut

Number of agents in the skill group currently talking on outbound calls.

DBINT NULL
TalkingPreview

Number of agents in the skill group currently talking on outbound Preview calls.

DBINT NULL
TalkingReserve

Number of agents in the skill group currently talking on agent reservation calls.

DBINT NULL
TalkInTimeTo5

Total seconds agents spent talking on inbound calls for the skill group during the rolling five-minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkOtherTimeTo5

Total seconds agents spent talking on other calls (neither inbound nor outbound) for the skill group during the rolling five-minute interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkOutTimeTo5

Total seconds agents spent talking on outbound calls for the skill group during the rolling five-minute interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime.

DBINT NULL
TalkPreviewTimeTo5

Number of seconds agents in the skill group spent talking on outbound Preview calls during the current five-minute interval.

DBINT NULL
TalkReserveTimeTo5

Number of seconds agents in the skill group spent talking on agent reservation calls during the rolling five-minute interval.

DBINT NULL
TalkTimeTo5

Total seconds agents in the skill group have been in the Talking state during the rolling five-minute interval. This value is calculated as follows:

TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5

DBINT NULL
TransferInCallsTimeTo5

Total number of seconds agents spent on calls transferred into the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed.

For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
TransferInCallsTo5

Number of calls transferred into the skill group that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed.

For blind transfers in Unified CCE, the value is updated in the database when an agent blind transfers the call to an IVR.

For blind transfers in Unified CCE with a Unified CCE System PG, the value is not updated in the database until the call that was blind transferred to an IVR is subsequently transferred to another agent.

Note: For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario, this field is not updated in Unified CCE without a Unified CCE System PG.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
TransferOutCallsTo5

Number of calls transferred out of the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed.

Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs.

DBINT NULL
WorkNotReady

Number of agents in the skill group in the Work Not Ready state.

DBINT NULL
WorkNotReadyTimeTo5

Total seconds agents have been in the Work Not Ready state during the rolling five-minute interval. WorkNotReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL
WorkReady

Number of agents in the skill group in the Work Ready state.

DBINT NULL
WorkReadyTimeTo5

Total seconds agents have been in the Work Ready state during the rolling five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime.

DBINT NULL

Skill_Target

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

Establishes a unique identifier for every agent, skill group, service, service array, and translation route in the enterprise.

The Skill Group Explorer maintains the Skill_Target table when you create or delete agents, skill groups, services, service arrays, or translation routes.

Related Tables

Agent (via SkillTargetID)

Route (via SkillTargetID)

Service (via SkillTargetID)

Service_Array (via SkillTargetID)

Skill_Group (via SkillTargetID)

Translation_Route (via SkillTargetID)

Table 418. Indexes for Skill_Target Table

index_name

index_description

index_keys

XPKSkill_Target

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 419. Fields in Skill_Target Table
Name Description Data Type Keys and NULL Option
SkillTargetID

A unique identifier for the skill target.

DBINT PK NOT NULL
SkillTargetType

Type of target:

  • 1 = Service

  • 2 = Skill Group

  • 3 = Agent

  • 4 = Translation Routes

  • 5= Service Array

DBSMALLINT NOT NULL

Smart_License_Entitlements

This table is one of the Smart License tables.

This table stores the information on the pre-defined entitlement tags for identifying and reporting licenses on CSSM.

The information is presented in the table in multiple rows, one for each supported entitlement such as Standard and Premium Agent Entitlement for each supported product.

Related Tables

  • Smart_License_Info

  • Smart_License_Product

  • Smart_License_Server

Table 420. Indexes for the Smart_License_Server Table

index_name

index_description

index_keys

XPKSmart_License_Entitlements

Primary key

SmartLicenseEntitlementsTagID
Table 421. Fields in the Smart_License_Server Table

Name

Description

Data Type

Keys and NULL Option

ChangeStamp

Increments when the record is changed in the database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when the record was added/updated.

DBDATETIME

NULL

DeploymentType

Deployment mode of the system.

varchar(255)

NULL

EntitlementTag

Unique tag per Product ID (PID).

For example, Standard or Premium Agent EntitlementTag. EntitlementTag names are different for different types licenses.

VARCHAR(255)

NULL

EntitlementDisplayname

Identifies the entitlement names for the configured deployment.

VARCHAR(255)

NULL

EntitlementDescription

Displays the description of the Entitlement on CSSM.

1 - Direct

2 - Proxy

3 - Satellite Connected

4 - Satellite Disconnected

VARCHAR(255)

NULL

EntitlementVersion

Entitlement Version is usually 1.0 unless multiple versions are required by the product.

VARCHAR(255)

NULL

EnforcementMode

Current enforcement mode of the entitlement.

List of the probable modes:

  • Invalid

  • Licenses not in use

  • Waiting

  • InCompliance

  • OutOfCompliance

  • Overage

  • Evaluation Mode

  • EvalExpired

  • AuthorizedPeriodExpired

  • Disabled

  • InvalidTag

  • NotApplicable

  • ReservedInCompliance

  • NotAuthorized

  • NotInUse

VARCHAR(50)

NULL

FutureUseVarChar1

Reserved for future use.

VARCHAR(255)

NULL

FutureUseVarChar2

Reserved for future use.

VARCHAR(255)

NULL

FutureUseInt1

Reserved for future use.

DBINT

NULL

FutureUseInt2

Reserved for future use.

DBINT

NULL

LicenseType

The two types of license supported are:

  • 1 - Perpetual

  • 2 - Flex

The default value 1(Perpetual).

DBINT

NULL

LockUsage

It is the highest license consumption value above and beyond entitlement value when the system is in Out-of-compliance state.

DBINT

NULL

OutOfCompliance

This flag tells whether this Entitlement is in OutOfCompliance.

DBINT

NULL

OutOfComplianceCount

Displays the number of times the Entitlements are OutOfCompliance.

DBINT

NULL

PeakUsage

Displays the peak usage of this entitlement

DBINT

NULL

SmartLicense EntitlementsTagID

Gets the Smart License ID from the Next_Available_Number table.

DBINT

NOT NULL

Smart_License_Info

This table is one of the Smart License tables.

This table captures the Registration and Authorization status for a Smart License Agent instance running on a Unified CCE instance. The fields in this table represent the responses received from the Cisco Smart Software Manager (CSSM) portal using internal APIs.

Each row displays the information for one Smart Agent instance.

Related Tables

  • Smart_License_Server

  • Smart_License_Product

  • Smart_License_Entitlements

Table 422. Indexes for the Smart_License_Info Table

index_name

index_description

index_keys

XPKSmart_License_Info

Primary key

SmartLicenseInfoID

Fields in the Smart_License_Info Table

Name

Description

Data Type

Keys and NULL Option

AuthorizationExpires

Date and time of expiry of the product license authorization. Product license authorization must be renewed before this date.

DBDATETIME

NULL

AuthorizationFailedReason

 Reason for failure of authorization attempt. VARCHAR(255) NULL

ChangeStamp

 Incremented when the record is changed in the database. CHANGESTAMP NOT NULL

CssmAuthorizationStatus

Authorization status ID of Unified CCE with CSSM or Satellite.

Default value is 5

 DBINT NULL

CssmRegistrationStatus

Registration status ID of Unified CCE with CSSM or Satellite.

Default value is 2

 DBINT NULL

DaysLeftInEvaluationMode

Number of days left in evaluation mode.

 DBINT

NULL

DaysLeftInOutOfCompliance

Number of days left in Out Of Compliance mode.

 DBINT

NULL

DateTimeStamp

 Records the date and time when the record is added/updated. DBDATETIME NULL

ExportControlledAllow

N indicates that encryption cannot be turned on.

Values Y or N are allowed

 DBCHAR

NULL

EvaluationExpiredTime

Date and time of expiry of the product evaluation period.

DBDATETIME

NULL

FutureUseDateTime1

Reserved Field

DBDATETIME

NULL

FutureUseInt1

 Reserved Field DBINT NULL

FutureUseInt1

 Reserved Field DBINT NULL

FutureUseInt2

 Reserved Field DBINT NULL

FutureUseInt3

 Reserved Field DBINT NULL

FutureUseInt4

 Reserved Field DBINT NULL

FutureUseInt5

 Reserved Field DBINT NULL

FutureUseInt6

 Reserved Field DBINT NULL

FutureUseVarChar1

 Reserved Field VARCHAR(255) NULL

FutureUseVarChar2

 Reserved Field VARCHAR(255) NULL

FutureUseVarChar3

 Reserved Field VARCHAR(255) NULL

FutureUseVarChar4

 Reserved Field VARCHAR(255) NULL

FutureUseVarChar5

 Reserved Field VARCHAR(255) NULL

IsAuthorizationFailed

Y if the product license authorization attempt fails.

Values Y or N are allowed

 DBCHAR

NULL

IsRegistrationFailed

Y if the product license registration attempt fails.

Values Y or N are allowed

 DBCHAR

NULL

LastAuthorizationAttempt

 Date and Time of the last renewal attempt for the product license authorization. DBDATETIME NULL

LastRenewalAttempt

 Date and Time of the last renewal attempt for the product license registration. DBDATETIME NULL

NextAuthorizationAttempt

 Date and Time of the next renewal attempt for the product license authorization. DBDATETIME NULL

NextRenewalAttempt

 Date and Time of the next renewal attempt for the product license registration. DBDATETIME NULL

OverageDays

The number of days you can use Unified CCE when Out Of Compliance.

 DBINT NULL

OverageDaysUpdatedTime

 Time stamp when the overage days column is updated. DBDATETIME NULL

ProductInstance

Registered Product instance with CSSM.

VARCHAR(100)

NULL

RegistrationExpires

 Date and Time at which the product license registration will expire. Product license registration must be renewed before this date. DBDATETIME NULL

RegistrationFailedReason

 Reason for registration attempt failure. VARCHAR(255) NULL

SmartAccount

Name of Smart Account Name.

VARCHAR(100)

NULL

SmartLicenseInfoID

Gets the Smart License ID from the Next_Available_Number table.

DBINT

PK

Clustered

SmartLicenseServerId

 Foreign key to SmartLicenseServer DBINT NULL

VirtualAccount

Name of Virtual Account Name.

VARCHAR(100)

NULL

Smart_License_Product

This table is one of the Smart License tables.

This table stores the information about the pre-defined product tag, display name and description to identify the product instances on CSSM.

Related Tables

  • Smart_License_Info

  • Smart_License_Server

  • Smart_License_Entitlements

Table 423. Indexes for the Smart_License_Server Table

index_name

index_description

index_keys

XPKSmart_License_Product

Primary key

SmartLicenseProductID
Table 424. Fields in the Smart_License_Server Table

Name

Description

Data Type

Keys and NULL Option

ChangeStamp

This field is incremented when the record is changed in the database.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when the license record was added/updated.

DBDATETIME

NULL

FutureUseInt1

Reserved for future use.

DBINT

NULL

FutureUseInt2

Reserved for future use.

DBINT

NULL

FutureUseVarChar1

Reserved for future use.

VARCHAR(255)

NULL

FutureUseVarChar2

Reserved for future use.

VARCHAR(255)

NULL

ProductDescription

Displays the description of the product license in the product instance overview of CSSM.

VARCHAR (255)

NULL

ProductDisplayName

Displays the name of the product in the product instance overview of CSSM.

VARCHAR (255)

NOT NULL

ProductEnvironment

Displays the environment of the product in the product instance overview of CSSM.

The two types of environments supported are:

  • 0: Production (default value)

  • 1: Development

DBINT

NULL

PrivacyEnabled

Displays the privacy status of the product in the product instance overview of CSSM.

Values 0 or 1 are allowed.

  • 0: Privacy disabled

  • 1: Privacy enabled (default value)

DBINT

NULL

ProductTag

Is a unique id defined for each product like

  • UCCE

  • PCCE

VARCHAR (255)

NOT NULL

ProductVersion

Product Version is usually 1.0 unless multiple versions are required by the product.

VARCHAR (30)

NULL

SmartLicenseProductID

Gets the Smart License ID from the Next_Available_Number table.

DBINT

PK

Clustered

Smart_License_Server

This table is one of the Smart License tables.

This table stores the Unified CCE specific configuration information that is required for connection and registration to CSSM.

This table will come under configuration database table.

Related Tables

  • Smart_License_Info

  • Smart_License_Product

  • Smart_License_Entitlements

Table 425. Indexes for the Smart_License_Server Table

index_name

index_description

index_keys

XPKSmart_License_Server

Primary key

SmartLicenseServerID
Table 426. Fields in the Smart_License_Server Table

Name

Description

Data Type

Keys and NULL Option

AgentId

ID that is used to identify the source of the notification when there are multiple instances of an agent on the same system.

VARCHAR(255)

NULL

ChangeStamp

Increments when the record is changed in the database.

CHANGESTAMP

NOT NULL

CssmResponseTimeout

Maximum wait time from CSSM before SmartAgent times out and API fails.

DBINT

NULL

DateTimeStamp

Records the date and time when the record was added/updated.

DBDATETIME

NULL

DeploymentMode

Enterprise

DBINT

NOT NULL

ExcludeSpikes

Applies the 95 percentile formula to exclude spikes if this value set to Y.

Values Y or N are allowed

Default value is Y

DBCHAR

NOT NULL

FutureUseInt1

Reserved for future use.

DBINT

NULL

FutureUseInt2

Reserved for future use.

DBINT

NULL

FutureUseInt3

Reserved for future use.

DBINT

NULL

FutureUseInt4

Reserved for future use.

DBINT

NULL

FutureUseInt5

Reserved for future use.

DBINT

NULL

FutureUseVarChar1

Reserved for future use.

VARCHAR(255)

NULL

FutureUseVarChar2

Reserved for future use.

VARCHAR(255)

NULL

FutureUseVarChar3

Reserved for future use.

VARCHAR(255)

NULL

FutureUseVarChar4

Reserved for future use.

VARCHAR(255)

NULL

FutureUseVarChar5

Reserved for future use.

VARCHAR(255)

NULL

IDToken

Get the token from Cisco Licensing Cloud CSSM.

VARCHAR(255)

NULL

IsProvisionAllowed

Defines the enforcement level applied. Default value is Y which allows MACD operation on Agents and Features. Default.

Values Y or N are allowed.

DBCHAR

NOT NULL

LicenseType

1 -Perpetual

2 - Flex

DBINT

NOT NULL

OutOfCompliance

Defines if the system is OutOfCompliance.

Allowed: Y or N

DBCHAR

NULL

OutOfComplianceStartTime

The Out-of-Compliance start date.

DBDATETIME

NULL

OutOfComplianceCount

Number of times system went into Out Of Compliance.

Default Value: 0

DBINT

NULL

ProxyHostnameOrIP

Intermediate HTTP/HTTPS proxy Host name or IP address

VARCHAR(255)

NULL

ProxyPort

Intermediate HTTP/HTTPS proxy port address

DBINT

NULL

SmartCode

For internal use.

VARCHAR(255)

NULL

SmartLicenseServerID

Gets the Smart License ID from the Next_Available_Number table.

DBINT

PK

Clustered

SerialNumber

Serial number to identify the product.

VARCHAR(50)

NULL

SlrEnabled

SLR State:

0 - Disabled

1 - Enabled

DBINT

NULL

SlrStatus

SLR Status

0 - NONE

1 - IN_PROGRESS

2 - UNIVERSAL

3 - SPECIFIC

DBINT

NULL

TransportGatewayUrl

Smart Software Manager Satellite URL only in mediated deployment mode.

VARCHAR(255)

NULL

TransportType

0 - Direct

1 - On-Prem CSSM

2 - Proxy

DBINT

NOT NULL

TransportUrl

Cisco Smart Software Manager transport URL in non-mediated deployment mode.

VARCHAR(255)

NULL

TransportMode

Transport mechanism to connect Smart Agent To CSSM

  • 1 - Transport Call Home

DBINT

NULL

UsageMode

The two License Usage Modes are:

  • 0 - Production

  • 1 - Non-Production system

DBINT

NULL

Special_Day_Schedule

This table contains the list of special days such as holidays that have a different business hour schedule compared to the regular days. Each row records the business hour schedule of a special day.

Related Tables

Table 427. Indexes for Special_Day_Schedule Table

index_name

index_description

index_keys

XPKSpecial_Day_Schedule

Primary key

SpecialDayScheduleID

XIE1Special_Day_Schedule

Inversion key

BusinessHoursID
Table 428. Fields in Business_Hours Table

Name

Description

Data Type

Keys and NULL Option

SpecialDayScheduleID

Schedule ID of the special day.

DBINT

PK

NOT NULL

BusinessHoursID

Unique ID of the business schedule object.

DBINT

FK, IE

NOT NULL

Description

Name or short description of the special day.

DESCRIPTION

NULL

ScheduleStatus

Indicates whether the business hour is open or closed.

  • 0 indicates that the business hour is closed.

  • 1indicates that the business hour is open.

DBTINYINT

NOT NULL

SpecialDay

Specifies the date of the month for the special month. Valid values range from 1 to 31.

DBSMALLINT

NOT NULL

MonthOfSpecialDay

Specifies the month of the special day. Valid values range from 1 to 12.

DBSMALLINT

NOT NULL

YearOfSpecialDay

Specifies the year of the special day.

DBSMALLINT

NOT NULL

StartHour

Specifies the hour the special day starts. The value is stored in the local time of the scheduled zone. Use this parameter in conjunction with the EndHour parameter.

Note

 

The value of this field is NULL if the Schedule Status is closed (0).

DBSMALLINT

NULL

StartMinute

Specifies the minute the special day starts. Use this parameter in conjunction with the EndMinute parameter.

Note

 

The value of this field is NULL if the Schedule Status is closed (0).

DBSMALLINT

NULL

StartSecond

Specifies the second the special day starts. Use this parameter in conjunction with the EndSecond parameter.

Note

 

The value of this field is NULL if the Schedule Status is closed (0).

Default value is zero.

DBSMALLINT

NULL

EndHour

Specifies the hour the special day ends. Use this parameter in conjunction with the StartHour parameter.

Note

 

The value of this field is NULL if the Schedule Status is closed (0).

DBSMALLINT

NULL

EndMinute

Specifies the minute the special day ends. Use this parameter in conjunction with the StartMinute parameter.

Note

 

The value of this field is NULL if the Schedule Status is closed (0).

DBSMALLINT

NULL

EndSecond

Specifies the second the special day ends. Use this parameter in conjunction with the StartSecond parameter.

Note

 

The value of this field is NULL if the Schedule Status is closed (0).

Default value is zero.

DBSMALLINT

NULL

BusinessHourReasonID

Displays the foreign key from the Business Hours Reason table.

DBINT

FK

NOT NULL

DateTimeStamp

Records the date and time when the record was added or updated.

DBDATETIME

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

FutureUseInt1

Future Use

DBINT

NULL

FutureUseInt2

Future Use

DBINT

NULL

FutureUseVarChar1

Future Use

VARCHAR(64)

NULL

FutureUseVarChar2

Future Use

VARCHAR(64)

NULL

Survey (For Future Use)

This table will define the configurations for Survey Name, Type of Survey and also the associated configuration for the Survey. It will be one record per survey application.

Related Tables

Table 429. Indexes for Surey Table

index_name

index_description

index_keys

XPKSurvey

Primary key

SurveyID

XAK1Survey

Unique key

EnterpriseName
Table 430. Fields in Survey Table

Name

Description

Data Type

Keys and NULL Option

ChangeStamp

Incremented when the record is changed

CHANGESTAMP

NOT NULL

Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR

NOT NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME

NULL

DepartmentID

Foreign key from Department. NULL for global deployment.

DBINT

NULL

Description

Additional information about Survey

DESCRIPTION

NULL

EnterpriseName

Survey application name.

Different Survey can be mapped to the same SurveyApplication.

varchar(32)

AK1,NOT NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

VARCHAR(64)

NULL

FutureUseVarchar2

Reserved for future use

VARCHAR(64)

NULL

SurveyID

Survey Application ID.

DBINT

PK,

NOT NULL

SurveyType

Survey type - specifies how the survey will be conducted.

0 - Voice based survey

DBINT

NOT NULL

SurveyApplication

Survey application name on CVP that will be played when the Survey is triggered.

varchar(32)

NOT NULL

Survey_Question (For Future Use)

This table defines the configuration for each survey question.

Related Tables

Table 431. Indexes for Surey Table

index_name

index_description

index_keys

XPKSurvey_Question

Primary key

SurveyQuestionID
Table 432. Fields in Survey Table

Name

Description

Data Type

Keys and NULL Option

ChangeStamp

Incremented when the record is changed.

CHANGESTAMP

NOT NULL

DateTimeStamp

Records the date and time when a record is added/updated.

DBDATETIME

NULL

Description

Question Description

DESCRIPTION

NULL

QuestionSequence

The question sequence in survey application. Range is 1 to 10.

DBINT

NOT NULL

QuestionContent

Question content to be specified. Reserved field for future use.

varchar(512)

NULL

QuestionType

  • 1 - CSAT

  • 2 - CES

  • 3 - NPS

DBINT

AK1

NOT NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

VARCHAR(64)

NULL

FutureUseVarchar2

Reserved for future use

VARCHAR(64)

NULL

SurveyID

Survey Application ID.

DBINT

FK,NOT NULL

SurveyQuestionID

Survey question ID.

DBINT

NOT NULL

Survey_Result (For Future Use)

Survey_Results is a historical report table, which stores the Survey Results. For every survey interaction, the table will have a result data.

Related Tables

Table 433. Indexes for Surey Table

index_name

index_description

index_keys

XPKSurvey_Result

Primary key

DateTime, SurveyID

XAK1 Survey_Result

Unique key

Recovery Key
Table 434. Fields in Survey Table

Name

Description

Data Type

Keys and NULL Option

ANI

Automatic Number Identification. Identifies the calling party.

varchar(32)

NULL

AgentTeamID

A unique identifier for the agent team.

DBINT

NULL

AgentSkillTargetID

The agent's SkillTargetID value.

DBINT

NULL

CallTypeID

A unique identifier for this call type.

DBINT

NOT NULL

DateTime

DateTime of event in Central Controller Time.

DBDATETIME

NOT NULL

DbDateTime

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

DBDATETIME

NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

varchar(32)

NULL

FutureUseVarchar2

Reserved for future use

varchar(32)

NULL

MRDomainID

An identifier for the Media Routing Domain in the Unified ICM system configuration.

DBINT

FK,

NULL

PrecisionQueueID

ID and primary key.

DBINT

NULL

QuestionType1

Type of Survey Question.

DBINT

FK,NULL

QuestionType2

Type of Survey Question.

DBINT

FK,NULL

QuestionType3

Type of Survey Question.

DBINT

FK,NULL

QuestionType4

Type of Survey Question.

DBINT

FK,NULL

QuestionType5

Type of Survey Question.

DBINT

FK,NULL

QuestionType6

Type of Survey Question.

DBINT

FK,NULL

QuestionType7

Type of Survey Question.

DBINT

FK,NULL

QuestionType8

Type of Survey Question.

DBINT

FK,NULL

QuestionType9

Type of Survey Question.

DBINT

FK,NULL

QuestionType10

Type of Survey Question.

DBINT

FK,NULL

Response1

Result of Survey Question 1.

DBINT

NULL

Response2

Result of Survey Question 2.

DBINT

NULL

Response3

Result of Survey Question 3.

DBINT

NULL

Response4

Result of Survey Question 4.

DBINT

NULL

Response5

Result of Survey Question 5.

DBINT

NULL

Response6

Result of Survey Question 6.

DBINT

NULL

Response7

Result of Survey Question 7.

DBINT

NULL

Response8

Result of Survey Question 8.

DBINT

NULL

Response9

Result of Survey Question 9

DBINT

NULL

Response10

Result of Survey Question 10.

DBINT

NULL

RouterCallKey

A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. This value is for the original call.

DBINT

NOT NULL

RouterCallerKeyDay

A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. This value is for the original call.

DBINT

NOT NULL

RouterCallKeySequenceNumber

A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. This value is for the original call.

DBINT

NOT NULL

RecoveryKey

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

DBFLT8

NOT NULL

SurveyID

Survey Application ID.

DBINT

NOT NULL

SkillGroupID

Skill Group ID to which the Call is queued.

DBINT

NULL

TimeZone

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

DBINT

PK,

NOT NULL

System_Attribute

This table is used to store properties related to the deployment like hardware layout type and default configuration values of the components.

Table 435. Fields in System_Attribute Table
Name Description Data Type Keys and NULL Option

SystemAttributeID

A unique identifier for this system attribute.

DBINT

NOT NULL

AttributeName

An attribute name for this system attribute; the attribute name must be unique.

varchar(128)

NOT NULL

AttributeValue

The value of the system attribute; used to store a name value pair, such as proxyurl, timeout, retries, or labmode, for example.

varchar(512)

NOT NULL

ChangeStamp

A value that increments when the record changes in the central controller database.

CHANGESTAMP

NOT NULL

DateTimeStamp

The date and time that a record is added or updated.

DBDATETIME

NULL

System_Capacity_Interval

This table belongs to the Reporting category. It is used to update the maximum number of concurrent agents logged on for a particular interval.

Table 436. Indexes for System_Capacity_Interval Table

index_name

index_description

index_keys

XIE1System_Capacity_Interval

nonclustered located on PRIMARY

DataTime

XFK1System_Capacity_Interval

Foreign key

CustomerDefinitionId
Table 437. Fields in System_Capacity_Interval Table
Name Description Data Type Keys and NULL Option

CustomerDefinitionId

Identifies the Customer Instance, foreign key to Customer Definition table.

DBINT

NULL

DateTime

The Central Controller date and time at the start of the interval when the row was generated.

DBSMALLDATE

NOT NULL

DbDateTime

The current date and time stamp when the records are written to the HDS database. The date and time stamp in the logger database is the time at which router generated/cut the interval record.

DBDATETIME

NULL

FutureUseInt1

Reserved for future use.

DBINT

NULL

FutureUseInt2

Reserved for future use.

DBINT

NULL

FutureUseInt3

Reserved for future use.

DBINT

NULL

FutureUseInt4

Reserved for future use.

DBINT

NULL

FutureUseInt5

Reserved for future use.

DBINT

NULL

FutureUseInt6

Reserved for future use.

DBINT

NULL

FutureUseInt7

Reserved for future use.

DBINT

NULL

FutureUseInt8

Reserved for future use.

DBINT

NULL

FutureUseInt9

Reserved for future use.

DBINT

NULL

FutureUseInt10

Reserved for future use.

DBINT

NULL

ICRInstanceID

A unique identifier for the instance.

DBINT

NOT NULL

MaxAgentsLoggedIn

The maximum number of agents logged on to all the peripherals in the ICM system-specific interval.

DBINT

NULL

MaxCPS

Reserved for future use.

DBINT

NULL

MaxCVPCallControlPorts

The cumulative maximum number of CVP callcontrol ports used or assigned during a specified interval in all the active CVPs.

DBINT

NULL

MaxVRUPorts

The cumulative maximum number of CVP VRU ports used or assigned during a specified interval in all the active CVPs.

DBINT

NULL

MaxCallsInProgress

Reserved for future use.

DBINT

NULL

MaxAgentQueuePairs

Reserved for future use.

DBINT

NULL

MaxAgentsHandledPrevOB

Maximum number of Agents who handled Outbound calls in Preview mode.

DBINT

NULL

MaxAgentsHandled PredProgOB

Maximum number of Agents who handled Outbound calls in Preview and/or Progressive mode

DBINT

NULL

MaxCallTypeSkillGroupPairs

Reserved for future use.

DBINT

NULL

MaxCongestionLevel

Reserved for future use.

DBINT

NULL

MaxVoiceAgentsLoggedIn

The maximum number of Voice only Agents logged in.

DBINT

NULL

MaxNonVoiceAgents LoggedIn

The maximum number of non-voice Agents logged in (Email and/or Chat), and/or voice Agents logged in.

DBINT

NULL

MaxPerpetualPremiumAgentsLoggedIn

The maximum number of Premium agent logged into system. This is for perpetual license.

DBINT

NULL

MaxFlexStdAgentsLoggedIn

The maximum number of Standard agent logged into system.

DBINT

NULL

MaxFlexPremiumAgentsLoggedIn

The maximum number of Premium agent logged into system.

DBINT

NULL

MaxICMAgents

The maximum number of ICM agents logged in to all the peripherals in the ICM system-specific interval.

DBINT

NULL

MaxDialerPorts

The cumulative maximum number of dialer ports used during the interval on all the active dialers.

DBINT

NULL

MaxLocalAgentsLoggedIn

This is to keep maximum local agents logged-in in an interval. All agents count shall be ignored which are associated with ACMI PG.

DBINT

NULL

MaxCvaPorts

Maximum CVA ports used for this interval.

DBINT

NULL

ReportingInterval

The router uses this value to calculate the system capacity data for that interval. The valid values are 15 or 30 (default).

DBINT

NULL

RecoveryKey

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

DBFLT8

NOT NULL

TimeZone

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

DBINT

NOT NULL

System_Capacity_Real_Time

System_Capacity_Real_Time provides configured and adjusted real-time capacity setting associated with the system.

Table 438. Indexes for System_Capacity_Real_Time Table

index_name

index_description

index_keys

XPK_System_Capacity_Real_Time

clustered, unique, primary key located on PRIMARY

ICRInstanceID

Table 439. Fields in System_Capacity_Real_Time Table
Name Description Data Type Keys and NULL Option
AdjustedCapacity Adjusted CPS capacity during run time based on System Realtime conditions. This is reported as scaled up value by 1000. DBINT NOT NULL
AverageCPS Use to set the rejection treatment mode. For the following deployment types, this field does not include the Agent Greeting calls:

  • Packaged CCE: 2000 Agents

  • Packaged CCE: Lab Mode

DBFLT4 NOT NULL
AverageSkillsPerAgent Average skills per agent value reported as scaled up by 1000. DBINT NOTLevel1Onset NULL

CustomerDefinitionId

Identifies the Customer Instance.

Set to 1 for all Unified and Packaged CCE deployments.

DBINT

NULL
ConfiguredCapacity Configured CPS capacity. DBINT NOT NULL
CurrentCongestionLevel Current congestion level. DBINT NOT NULL
DateTime Central Controller date and time that this data was last updated. DBDATETIME NOT NULL
DateTimeCongested Congestion start time. DBDATETIME NOT NULL
DateTimeCurrentLevel Current congestion level start time. DBDATETIME NOT NULL
Level1Abate Level 1 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. DBINT NOT NULL
Level2Abate Level 2 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. DBINT NOT NULL
Level3Abate Level 3 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. DBINT NOT NULL
Level1Onset Level 1 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. DBINT NOT NULL
Level2Onset Level 2 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. DBINT NOT NULL
Level3Onset Level 3 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. DBINT NOT NULL
Level1Reduction Level 1 call rate reduction. DBINT NOT NULL
Level2Reduction Level 2 call rate reduction. DBINT NOT NULL
Level3Reduction Level 3 call rate reduction. DBINT NOT NULL
RejectionPercentage Current call reduction percentage. DBINT NOT NULL
TotalAgentsLoggedOn Logged in agents. DBINT NOT NULL
MaxICMAgents The maximum number of ICM agents logged in to all the peripherals in the ICM system-specific interval. DBINT NULL
MaxDialerPortsNow The cumulative maximum number of dialer ports used on all the active dialers at the current time. DBINT NULL

MaxVoiceAgentsLoggedIn

The maximum number of Voice Agents logged in.

DBINT

NULL

MaxNonVoiceAgentsLoggedIn

The maximum number of non-voice Agents logged in (Email and/or Chat).

DBINT

NULL

MaxAgentsHandledPreviewOutbound

The maximum number of Agents handled Outbound calls in Preview mode.

DBINT

NULL

MaxAgentsHandledPredProgOutbound

The maximum number of Agents handled Outbound calls in Preview and/or Progressive mode.

DBINT

NULL

MaxPerpetualPremiumAgentsLoggedInNow

The maximum number of Premium agent logged into system. This is for perpetual license.

DBINT

NULL

MaxStdAgentsLoggedInNow

The maximum number of Standard agent logged into system.

DBINT

NULL

MaxPremiumAgentsLoggedInNow

The maximum number of Premium agent logged into system.

DBINT

NULL

MaxCVPCallControlPorts

The maximum number of CVP Call control ports utilized.

DBINT

NULL

MaxVRUPorts

The Maximum number of VRU Call control ports utilized

DBINT

NULL
FutureUseInt1 Reserved for future use. DBINT NULL
FutureUseInt2 Reserved for future use. DBINT NULL

FutureUseInt3

Reserved for future use.

DBINT

NULL

FutureUseInt4

Reserved for future use.

DBINT

NULL

Termination_Call_Detail

This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.

It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.

It contains information about handling each call at a peripheral. Therefore, the system generates a Termination_Call_Detail record for each call that arrives at a peripheral.

Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.

Related Tables

Table 440. Indexes for Termination_Call_Detail Table

index_name

index_description

index_keys

XPKTermination_Call_Detail

Primary key

Note

 

This primary key is nonclustered.

RecoveryKey

XAK2Termination_Call_Detail

Unique key

Note

 

This unique key is clustered.

DateTime, PeripheralID, ICRCallKey

XIE1Termination_Call_Detail

Inversion key

DateTime

XIE2Termination_Call_Detail

Inversion key

DbDateTime

XIE3Termination_Call_Detail

Inversion key

RouterCallKeyDay, RouterCallKey

XIE4Termination_Call_Detail

Inversion key

CallGUID

Table 441. Fields in Termination_Call_Detail Table

Name

Description

Data Type

Keys and NULL Option

AgentAnswersEnabled

Indicates if the Agent Answers service is used in the call leg.

DBCHAR

NULL

AgentTeamID

A unique identifier for the agent team.

DBINT

NULL

AgentPeripheralNumber

The peripheral number of the agent who handled the call.

Note

 

This field can be NULL when the source or destination party is unmonitored or the agent is not logged in.

VARCHAR(32)

NULL

AgentSessionId

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

Unique identifier for Agent login session of the agent who handled the call. If there are no agents involved in the call, this field is NULL.

VARCHAR(64)

NULL

AgentSkillTargetID

Identifies which agent handled a call. This value (for example, 5001), is unique among all skill targets in the enterprise. It is taken from the Agent table in the Unified ICM central database. AgentSkillTargetIDs are generated automatically when the agent is first configured in the Agent Configuration window of Unified ICM Configuration Manager.

The AgentSkillTargetID is used only if agents are configured. If agents are not configured, the value for AgentSkillTargetID is NULL. You can use the AgentPeripheralNumber to determine the peripheral number of the agent that handled the call.

DBINT

NULL

ANI

The ANI value for the call.

VARCHAR(32)

NULL

AnsweredDateTimeUTC

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The UTC timestamp when the Agent answers the call.

If an Agent does not answer a call, then this field is NULL.

DBDATETIME

NULL

AnsweredWithinServiceLevel

Indicates whether the agent answered the call within the service level defined for the service:

  • Y = yes

  • N= no

This field is always "no" when using Precision Queues

DBCHAR

NULL

ApplicationData

Additional data passed in the End Task message for this task.

VARCHAR(100)

NULL

ApplicationTaskDisposition

A field passed in the End Task message for this task. This is application-specific code that indicates why the task ended. For example, Email and Web Manager use the ApplicationTaskDisposition field to indicate that the task ended because an agent closed an email without responding to it.

DBINT

NULL

Attributes
XML formatted string containing agent attributes from 1 through 10 and corresponding values are as follows: 
<AGAttr>
     <A1></A1>
     <V1></V1>
     <A2></A2>
     <V2></V2>
     <A3></A3>
     <V3></V3>
     <A4></A4>
     <V4></V4>
     <A5></A5>
     <V5></V5>
     <A6></A6>
     <V6></V6>
     <A7></A7>
     <V7></V7>
     <A8></A8>
     <V8></V8>
     <A9></A9>  
     <V9></V9>
     <A10></A10>
     <V10></V10>
</AGAttr>

It is possible that the XML document may overflow the VARCHAR 255 definition. When this occurs, the attribute list will be truncated. Therefore, it is important to note that some attributes may be truncated.

VARCHAR(255)

NULL

BadCallTag

Indicates whether the call was marked as bad by the agent. Stored as a character:

  • Y = the call was marked "bad"

  • N = the call was not marked "bad"

BadCallTag is set by desktop applications that implement the bad call request protocol. Finesse does not support this currently.

BadCallTag is also set when the CallDisposition is 26. Refer to the Termination Call Detail: Call Disposition and CallDispositionFlag Fields chapter for more details on this CallDispositon.

DBCHAR

NULL

BillRate

Reserved for future use.

DBSMALLINT

NULL

CallDisposition

The final disposition of call (or how the call terminated). To see the list of values, see Termination Call Detail: Call Disposition and CallDispositionFlag Fields.

As long as the call leg has conference time that is accrued, and the peripheral call type is not Conference (15), Call Disposition will be conferenced.

DBSMALLINT

NOT NULL

CallDispositionFlag

A series of flags providing detail on the call disposition. To see the list of values, see Termination Call Detail: Call Disposition and CallDispositionFlag Fields.

DBINT

NULL

CallSegmentTime

Time, in seconds, that the system took to segment a private network call. For example, if the system software handed off the caller to a menu of choices, CallSegmentTime reflects how long the caller spent in the menu.

DBINT

NULL

CallTypeID

In Unified ICM and Unified CCE, indicates which call type, and therefore which routing script, was used to route this call.

Note

 
This field contains a value only if the call was translation-routed or sent to a Unified CCE agent.

DBINT

NULL

CallTypeReportingDateTime

This value indicates interval date time that Router used TCD record to calculate Call Type related historical data.

DBDATETIME

IE-3

NULL

CallReferenceID

This value uniquely identifies the instance of a call in a Unified CM cluster.

With the Avaya G3 PG (TSAPI), this field contains the Universal Call ID (UCID) received from the Avaya AES server. UCID is a unique call identifier across all switches in the network.

VARCHAR(32)

IE-4

NULL

CallGUID

Globally unique call identifier.

Note

 

CallGuid is unique and maintained the same across multiple legs of the call.

VARCHAR(32)

NULL

CallTerminatedDateTimeUTC

The UTC timestamp at which the call was terminated.

DBDATETIME

NULL

CED

The Caller Entered Digits (CED) associated with the call. This is filled for Outbound Option Reservation or Personal Callback Calls. The values are:

  • ICM_BA_Reservation_Call - Reservation call

  • Callback - Personal Callback customer call

    This field is applicable for Unified ICM and Unified CCE.

VARCHAR(30)

NULL

ConferenceTime

The cumulative number of seconds that the call was in conference with more than two parties. ConferenceTime is recorded for both ACD and non-ACD calls. The value includes any HoldTime associated with the call. It is updated when the agent drops off the call or the call becomes a simple two-party call.

Depending on who initiated the call, ConferenceTime from Termination_Call_Detail is used in the following Skill Group and Agent Skill Group tables:

  • ConferencedOutCallsTimeToHalf

  • ConferencedInCallsTimeToHalf

DBINT

NULL

ConferenceStartDateTimeUTC

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The UTC timestamp when the conference is first completed.

DBDATETIME

NULL

ConferenceEndDateTimeUTC

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The UTC timestamp when the conference ended, and only 2 parties remain in the conference call.

DBDATETIME

NULL

ConsultStartDateTimeUTC

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The UTC timestamp at which the agent initiated a consult call.

DBDATETIME

NULL

ConsultEndDateTimeUTC

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The UTC timestamp at which the agent ended the consult call and connected back to the caller.

DBDATETIME

NULL

DateTime

The date/time that the Termination_Call_Detail table record is generated by the Peripheral Gateway (PG). The Termination_Call_Detail table record is generated by the PG when the call has either physically left the PG (for example, IVR routes the call to an agent) or when wrap-up is completed for the call after the call has left the agent device (either by disconnect, or through transfer completion).

DBDATETIME

AK-2, IE-1

NOT NULL

DbDateTime

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

DBDATETIME

IE-2

NULL

DelayTime

The time in seconds that the call is active on the switch but not queued to a skill group or trunk resource. For example, if a call arrives at an ACD and an announcement is played before the call is queued, from the time the call arrives at the ACD to the time the call gets queued is the DelayTime. DelayTime includes all time the call spent on announcements. For ACDs that can de-queue calls, a call can go back into the delay state and DelayTime can begin accumulating again.

DelayTime is used to calculate Duration in the Termination_Call_Detail record. It is also used to calculate the following fields in the Service and Route Half Hour tables:

  • DelayQAbandTimeToHalf

  • LongestCallAbandTimeToHalf

  • AnswerWaitTimeToHalf

The definition above applies to TCDs (Termination Call Detail) on agent peripherals, where skill groups and agents are configured.

For the Media Routing peripherals, queue time will be incorporated into the DelayTime and will not be separately monitored for TCDs associated with media routing peripherals.

For the CVP-related peripherals, where both the switch leg and VRU leg are present as described in the Peripheral Call Type, the switch leg’s Delay Time will include queue time.

For the VRU leg, if queue reporting is enabled, the DelayTime will not include queue time.

DBINT

NULL

DigitsDialed

The digits dialed for an outbound call initiated on the ACD. These digits are not provided by all ACDs. Currently, only IVRs, the Aspect CallCenter, and the DEFINITY ECS provide values in the DigitsDialed field. In addition, if a call is translation routed, the receiving PG also reports this field even though the call is inbound.

This field is set for Unified CCE.

VARCHAR(40)

NULL

DNIS

The DNIS value, provided by the ACD, that arrives with the call.

VNAME32

NULL

Duration

Duration of the call in seconds. This is the time that the switch is processing the call. The Duration field comprises several fields of the Termination_Call_Detail table:

LocalQTime + RingTime + TalkTime + WorkTime + HoldTime + DelayTime + NetQTime + NetworkTime

DBINT

NULL

ECCPayloadID

A unique identifier for this ECC payload

DBINT

NULL

EnterpriseQueueTime

This field indicates the amount of time the call was in the queue, on the parent Unified CCE system in CVP, or another network queuing platform.

Note

 
If you are using an 8.x child system that has the EnterpriseQueueTime field in the Termination_Call_Detail Table, the parent system must also be an 8.x system, so that the field gets populated. If the child system is a 7.x system, and if the parent system is 8.x, then there would be NO EnterpriseQueueTime field in the Termination_Call_Detail Table, and the field is not populated.

Note

 
The EnterpriseQueueTime does not factor into the AnswerWaitTime or Service Level computations on the child system.

DBINT

NULL

FutureUseInt1

Reserved for future use

DBINT

NULL

FutureUseInt2

Reserved for future use

DBINT

NULL

FutureUseInt3

Reserved for future use

DBINT

NULL

FutureUseInt4

Reserved for future use

DBINT

NULL

FutureUseInt5

Reserved for future use

DBINT

NULL

FutureUseVarchar1

Reserved for future use

VARCHAR(64)

NULL

FutureUseVarchar2

Reserved for future use

VARCHAR(64)

NULL

HoldTime

The cumulative time, in seconds, that the call was put on hold by at least one agent device. A call may be put on hold by more than one agent device during its duration. The call might be finished by being abandoned, transferred, handled to completion, and so on.

Note

 
This field is used in CallHandleTimeHalf field of the Call_Type_Half_Hour table only when there is a valid CallTypeID in the Termination_Call_Detail table.

Note

 
This field indicates agent reservation time for Call Result 29.

DBINT

NULL

ICRCallKey

A unique number generated at the PG for every call. Values are reused after approximately 2 billion calls.

DBINT

AK-2

NOT NULL

ICRCallKeyChild

Link to the ICRCallKey field of a child call (used for transfers and multiple-way conference calls).

DBINT

NULL

ICRCallKeyParent

Link to the ICRCallKey field of a parent call (used for transfers and conference calls).

DBINT

NULL

InstrumentPortNumber

Instrument number or extension number of the device that handled the call at the peripheral.

This field often contains the extension of the agent who handled or placed the call. For CCE, when multi-line is enabled, the field usually contains the non-ACD extension, if used.

This field, however, is not reliable. There are several scenarios in which the field is not filled in correctly, including but not limited to the following:

  • If there are two agents on the call, in which case the field can reflect only the extension of one of the agents.

  • If the agent extension is greater than 4294967295.

  • If there are leading zeros in the extension.

  • If there was a blind transfer to an unmonitored device.

This field is also populated for outbound calls.

DBINT

NULL

LocalQTime

ICM 5.x: Measures the cumulative time, in seconds, that the call spent queued at the local ACD and the time the call spent queued in the network VRU.

ICM 6.x and 7.x: Measures only the cumulative time, in seconds, that the call spent queued at the local ACD. NetQTime (see below) measures the time that the call spends queued in the network VRU.

Both: During its duration, a call can be queued to multiple answering resources (for example, a trunk, voice port, skill group, etc.). LocalQTime includes time the call spent queued to any of these resources.

LocalQTime does not include any DelayTime (before the call is queued), or RingTime (after the call leaves the queue). LocalQTime is a completed call time, not an agent state time.

LocalQTime is used to calculate Duration in Termination_Call_Detail, and to calculate the following Service and Route values:

  • LongestCallDelayQTime

  • LongestCallAbandTime

  • DelayQAbandTime

  • DelayQTime

  • AnswerWaitTime

LocalQTime is also used to calculate the AnswerWaitTime in the Skill Group and Agent Skill Group tables.

DBINT

NULL

LocationParamPKID

Globally unique location identifier.

VARCHAR(128)

NULL

LocationParamName

Location name.

VARCHAR(50)

NULL

MRDomainID

An identifier for the Media Routing Domain in the Unified ICM system configuration.

DBINT

FK

NULL

NetQTime

Represents the time that the call spent on Network Queue in the CallRouter. The LocalQTime field is used for local ACD queuing.

DBINT

NULL

NetworkTargetID

The identifier of the peripheral target to which the call was delivered.

DBINT

FK

NULL

NetworkTime

The number of seconds between the PG receiving a "pre-call message from the CallRouter for the task and an Offer Task (or Start Task, if an Offer Task is not sent) message for the task.

DBINT

NULL

NetworkSkillGroupQTime

Represents the time the call is queued for the skill group identified by the RoutedSkillGroupSkillTargetID field in the network VRU. It is the time when the call is queued to the specific skill group until the call is routed by the router. The router resets the time when the call is requeried.

DBINT

NULL

NewTransaction

Call has been re-classified via transfer, overflow, or new transaction. Indicates that there is at least one more row in Termination Call Detail for this call.

DBCHAR

NULL

Originated

Indicates which Unified CCE component initiates the call. 'D' - originated from Dialer.

char(1)

NULL

PeripheralCallKey

An identifier assigned to the call by the peripheral (ACD, IVR). The range and type of value used in this field vary depending on the type of peripheral. For example:

  • ACD 1 views an original call, a transfer, and a consultative call as three separate calls (Call IDs 1001, 1002, 1003 respectively)

  • ACD 2 views all three calls as a continuation of the same call (Call IDs 1001, 1001, 1001 respectively).

  • ACD 3 views the original and transfer as the same call, but the consultative call as a second call (Call IDs 1001,1002, 1001 respectively).

  • ACD 4 views the original call as one call and the original and transfer as another call (Call IDs 1001, 1002, 1002 respectively).

    In addition, the identifier used may not be unique depending on the peripheral's implementation. For example, the Aspect CallCenter and the DEFINITY ECS ACDs reuse identifiers in this field (For non-voice the value would be NULL).

DBINT

NULL

PeripheralCallType

Type of call reported by the peripheral. To see valid settings for this field, see Termination Call Detail: Peripheral Call Type.

DBSMALLINT

NULL

PeripheralID

Identifies which peripheral handled the call. This value (for example, 5002), is unique among all peripherals in the enterprise. It is taken from the Peripheral table in the Unified ICM central database. Peripheral IDs are generated automatically when a peripheral is configured in the Peripheral Configuration window of Unified ICM Configuration Manager.

DBSMALLINT

FK, AK-2

NOT NULL

PrecisionQueueID

Foreign key to the Precision_Queue table

DBINT

NULL

PrecisionQueueStepOrder

Integer that defines the order of rows for a Precision Queue Step.

DBINT

NULL

Priority

Used by the DEFINITY ECS to indicate the priority of the call.

DBSMALLINT

NULL

ProtocolID

Internal reference ID used to identify the component class (PBX/VRU/ACD)

The possible values are:

  • NULL for all TCDs prior 8.x.

  • 0 = LEGACY_TDM

  • 1 = JTAPI

  • 2 = GED125_CVP

  • 3 = GED125_IPIVR

  • 4 = GED125_OTHER

  • 5 = GED188_ACMI_CCX

  • 6 = GED188_ACMI_CCE

  • 7 = GED188_ACMI_EXPERT_ADVISOR

  • 8 = GED188_ACMI_ERS

  • 9 = ARI

  • 10 = MEDIA_ROUTING

  • 11 = Other

DBINT

NULL

PstnTrunkGroupID

The Trunk Group ID on which the call arrived on the IOS Gateway.

VARCHAR(32)

NULL

PstnTrunkGroupChannelNumber

The Trunk Group Channel Number on which the call arrived on the IOS Gateway.

DBINT

NULL

RecoveryDay

Currently not used, set to zero (0).

DBINT

NOT NULL

RecoveryKey

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

Note

 

Unlike the default, this primary key is nonclustered.

DBFLT8

AK-1

NOT NULL

RingTime

The number of seconds that the call spent ringing at the agent's teleset before it was answered. Ring time occurs after any DelayTime and LocalQTime. For diverted calls (that is, calls that rang at an agent's teleset before being redirected on failure to answer), RingTime is the sum of the time that the call spent ringing at each teleset.

RingTime is added to Skill Group Half Hour and Agent Skill Group half-hour tables when the call completes.

RingTime is also used to compute the following Route and Service half-hour values:

  • DelayQAbandTimeToHalf

  • LongestCallDelayQTimeToHalf

  • LongestCallAbandTimeToHalf

DBINT

NULL

RouteID

Identifies the route where the call was sent. The value (for example, 6), is unique among all routes in the enterprise. It is taken from the Route table in the Unified ICM central database. Route IDs are generated automatically when a route is configured in the Route Configuration window of Unified ICM Configuration Manager.

DBINT

FK

NULL

RouterCallKey

This value is created by the system software and forms the unique portion of the 64-bit key for the call. Unified CCE resets this counter at midnight.

Note

 
This field contains a value only if the call was translation-routed or sent to an Unified CCE agent.

DBINT

NULL

RouterCallKeyDay

The day that the call was taken and the Termination_Call_Detail record was created. This field contains a value only for calls that were translation-routed or post-routed to or from an ACD.

Together with RouterCallKey, the Day value forms a unique 64-bit key for the call. The PG might not have this information for all calls, but if it does, it allows you to track all states of a call between the Route_Call_Detail and the Termination_Call_Detail tables by using the cradle-to-grave call tracking facility. (For calls that span a day, the day may not correspond to the day specified in the DateTime field.)

Note

 
This field contains a value only if the call was translation-routed, post-routed to/from an ACD, or sent to a Unified CCE Enterprise agent.

DBINT

NULL

RouterCallKeySequenceNumber

A sequence number used for ordering rows for cradle-to-grave call tracking.

This number is a best effort to describe the order in which call legs were created and bears no relation to the order in which calls ended.

This is not the order in which the Termination_Call_Detail records were created. (This field also exists in the Route_Call_Detail table, where it defines the order in which the route requests were created.)

There are a few scenarios where the RouterCallKeySequenceNumber may not be unique for a given RouterCallKey (specifically when translation routing to a Service Controlled IVR). For example, a call plays a prompt based on the script. This call is directly routed to a release node and produces a duplicate RouterCallKeySequenceNumber.

DBINT

NULL

RoutedSkillGroupSkillTargetID

The RoutedSkillGroupSkillTargetID is the SkillGroupSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null.

DBINT

NULL

RoutedServiceSkillTargetID

The RoutedServiceSkillTargetID is the ServiceSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null.

DBINT

NULL

RoutedAgentSkillTargetID

The RoutedAgentSkillTargetID is the AgentSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null.

DBINT

NULL

ServiceSkillTargetID

Identifies which service handled the call. This value (for example, 5004) is unique among all skill targets in the enterprise. It is taken from the Service table in the Unified ICM central database. ServiceSkillTargetIDs are generated automatically when a service is configured in the Service Configuration window of Unified ICM Configuration Manager. If the call is handled by a non-configured service, this field is set to null. In addition, if the call is not associated with a service, the field is set to null (for example, in the case of non-ACD calls).

DBINT

FK

NULL

SkillGroupSkillTargetID

Identifies which skill group handled the call. This value (for example, 5010) is unique among all skill targets in the enterprise. It is taken from the Skill_Group table in the Unified ICM central database. SkillGroupSkillTargetIDs are generated automatically when a skill group is configured in the Skill Group Configuration window of Unified ICM Configuration Manager.

If the call is handled by a non-configured skill group, this field is set to null.

DBINT

FK

NULL

SourceAgentPeripheralNumber

Peripheral number of agent that initiated the call.

Note

 

The field can be NULL when the source or destination party is unmonitored or if the agent is not logged in.

VARCHAR(32)

NULL

SourceAgentSkillTargetID

The identifier for the agent that initiated the call. This value is set only if the agent associated with SourceAgentPeripheralNumber is configured in the system software.

DBINT

NULL

StartDateTimeUTC

The date/time in UTC that the call was first seen at the Peripheral Gateway (PG), e.g. ingress call arrival, agent initiated call, new call resulting from a call transfer.

DBDATETIME

NULL

TalkTime

The cumulative time, in seconds, that the call was in a talking state on the destination device. TalkTime is a completed call time, not an agent state time.

TalkTime is used in the calculation of Duration in the Termination_Call_Detail record. It is also used to calculate TalkTime in the Services and Route tables.

Note

 
In the Termination_Call_Detail, Skill_Group, and Agent_Skill_Group tables, TalkTime does not include HoldTime; however, in the Services and Route tables, TalkTime does include HoldTime.

DBINT

NULL

TimeToAband

The elapsed time in seconds before the call was abandoned. This can include DelayTime, LocalQTime, and RingTime, depending on when the call was abandoned. This value is set only when the call is not answered by an agent or trunk resource.

DBINT

NULL

TimeZone

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

DBINT

NULL

TransferredDateTimeUTC

The UTC timestamp at which the agent completes the transfer.

DBDATETIME

NULL

Trunk

The number (as known to the peripheral) of the trunk on which the call arrived.

DBINT

NULL

TrunkGroupID

The identifier of the trunk group on which the call arrived at the peripheral.

DBINT

FK

NULL

UserToUser

ISDN User to User information for a private network call.

VARCHAR(131)

NULL

Variable1

First of five variables used for call segmentation. Can also contain data entered during call wrap-up. (Maps to Aspect variable A.)

VARCHAR(40)

NULL

Variable2

Call segmentation variable (maps to Aspect variable B).

VARCHAR(40)

NULL

Variable3

Call segmentation variable (maps to Aspect variable C).

VARCHAR(40)

NULL

Variable4

Call segmentation variable (maps to Aspect variable D).

VARCHAR(40)

NULL

Variable5

Call segmentation variable (maps to Aspect variable E).

VARCHAR(40)

NULL

Variable6

Call segmentation variable.

VARCHAR(40)

NULL

Variable7

Call segmentation variable.

VARCHAR(40)

NULL

Variable8

Call segmentation variable.

VARCHAR(40)

NULL

Variable9

Call segmentation variable.

VARCHAR(40)

NULL

Variable10

Call segmentation variable.

VARCHAR(40)

NULL

WorkTime

The cumulative number of seconds of after-call work time associated with the call. After-call work includes post-call activities such as completing paperwork or consulting with associates. Work time is a completed call time, not an agent state time.

WorkTime is used to calculate Duration in the Termination_Call_Detail table and HandleTime in the Unified ICM Service, Route, and Call_Type tables.

DBINT

NULL

WrapupData

Data entered by the agent during call wrap- up.

WorkTime is used to calculate Duration in the Termination_Call_Detail table and HandleTime in the Unified ICM Service, Route, and Call_Type tables.

VARCHAR(40)

NULL

WrapUpStartDateTimeUTC

(THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)

The UTC timestamp at which the agent cleared the call and moved to after call work.

DBDATETIME

NULL

Termination_Call_Variable

This table is one of the tables in the Route category (see Route). For more information about database rules of these tables, see Route Tables.

It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also.

Each row in this table records the value of an expanded call variable for a call that is handled at a peripheral. If the expanded call variable is an array, one Termination_Call_Variable row is generated for each element of the array. Therefore, the system software generates a Termination_Call_Variable record for every expanded call variable of a call that is handled at a peripheral.

Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs.

Related Tables

Expanded_Call_Variable (via ExpandedCallVariableID)

Termination_Call_Detail(TCDRecoveryKey maps to Termination_Call_Detail.RecoveryKey)

Table 442. Indexes for Termination_Call_Variable Table

index_name

index_description

index_keys

XAK1Termination_Call_Variable

Clustered, unique, unique key located on PRIMARY

TCDRecoveryKey, ExpandedCallVariableID, ArrayIndex

XIE1Termination_Call_Variable

Nonclustered located on PRIMARY

DateTime

XIE2Termination_Call_Variable

Nonclustered located on PRIMARY

DbDateTime

XPKTermination_Call_Variable

Nonclustered, unique, primary key located on PRIMARY

RecoveryKey

Table 443. Fields in Termination_Call_Variable Table
Name Description Data Type Keys and NULL Option
ArrayIndex

If the expanded call variable is an array, this identifies the array element: 0 to N-1, where N is the size of the array.

DBINT AK-2 NOT NULL
DateTime

The date and time when the call was routed.

DBSMALLDATE IE-1 NOT NULL
DbDateTime

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

DBDATETIME IE-2 NULL
ECCValue

The value of the call variable or array element.

VARCHAR(255) NULL
ExpandedCallVariableID

Identifies the expanded call variable.

DBSMALLINT AK-2, FK NOT NULL
RecoveryKey

Unique identity that is assigned to each record and used internally by the Unified ICM and Unified CCE software to track the record.

DBFLT8

AK-1 NOT NULL
TCDRecoveryKey

The date and time when the call was routed.

DBFLT8

AK-2 NOT NULL

Time_Zone_Location

The table contains the list of timezones that can be selected in a system. The list is based on the Microsoft Windows timezone definitions stored in the following location:

\HKLM\Microsoft\Microsoft Windows NT\Current Version\TimeZone

These definitions also include daylight savings and its offset from UTC.

Related Tables

Table 444. Indexes for Time_Zone_Location Table

index_name

index_description

index_keys

XPKTimeZone_Location

Primary key

TimeZoneLocationID

XIE1TimeZone_Location

Inversion key

TimeZoneLocationName
Table 445. Fields in Time_Zone_Location Table

Field

Description

Data Type

Keys and NULL Option

TimeZoneLocationID

Unique ID for timezone location.

DBINT

PK

NOT NULL

TimeZoneLocationName

The location name of the specific time zone.

VARCHAR(32)

IE

NOT NULL

TimeZoneDisplayName

Defines the name of the time zone.

VARCHAR(128)

NOT NULL

DateTimeStamp

Records the date and time when the record was added or updated.

DBDATETIME

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

Translation_Route

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

Each row defines a special route that is used for sending additional information with the call. When the peripheral receives a call targeted at a translation route, it requests the true route from the CallRouter process.

Use the Translation Route Explorer or Translation Route Wizard to add, update, and delete Translation_Route records.

Related Tables

Logical_Interface_Controller (via LogicalControllerID)

Skill_Target (via SkillTargetID)

Translation_Route_Half_Hour (TranslationRouteSkillTargetID maps to Translation_Route.SkillTargetID)

Table 446. Indexes for Translation_Route Table

index_name

index_description

index_keys

XAK1Translation_Route

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XIE1Translation_Route

nonclustered located on PRIMARY

LogicalControllerID

XPKTranslation_Route

clustered, unique, primary key located on PRIMARY

SkillTargetID

Table 447. Fields in Translation_Route Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the translation route.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the translation route. This name must be unique among all translation routes in the enterprise.

VNAME32 AK-1 NOT NULL
LogicalControllerID

The Logical Interface Controller associated with the translation route.

DBSMALLINT FK, IE-1 NOT NULL
SkillTargetID

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

DBINT PK, FK NOT NULL
Type

The type of translation route:

  • 1 = DNIS

  • 2 = CDPD

DBINT NOT NULL

Translation_Route_Half_Hour

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

Provides statistics for each translation route. These statistics are updated every 30 minutes.

Related Tables

Routing_Client (via RoutingClientID)

Translation_Route (via TranslationRouteSkillTargetID)

Table 448. Indexes for Translation_Route_Half_Hour Table

index_name

index_description

index_keys

XAK1Translation_Route_Half_Hour

nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Translation_Route_Half_Hour

nonclustered located on PRIMARY

DbDateTime

XPKTranslation_Route_Half_Hour

clustered, unique, primary key located on PRIMARY

DateTime, RoutingClientID, TranslationRouteSkillTargetID, TimeZone

Table 449. Fields in Translation_Route_Half_Hour Table
Name Description Data Type Keys and NULL Option
AvgRoutesInUseToHalf

Average number of routes in use in the last half hour.

DBINT NULL
AvgRouteTimeToHalf

Average time (in seconds) to successfully complete a translation route for a routing client.

DBINT NULL
ConfigErrorsToHalf

The number of times the router finds configuration error during a translation route for a routing client.

DBINT NULL
DateTime

The central controller date and time at the start of the interval.

DBSMALLDATE PK NOT NULL
DbDateTime

The current date and time stamp when the records are written to the database.

DBDATETIME IE1-Indexed NULL
MaxRoutesInUseToHalf

Maximum number of routes used in a translation routing for a routing client in the half hour interval.

DBINT NULL
MaxRouteTimeToHalf

Maximum time (in seconds) to successfully complete a translation route for a routing client.

DBINT NULL
PGTimeOutsToHalf

The number of times PG times out the translation route for a routing client. Not applicable for translation route to VRU.

DBINT NULL
RecoveryKey

Unique record identifier.

DBFLT8

AK1 NOT NULL
RoutedToHalf

The number of times translation route is completed successfully.

DBINT NULL
RouterTimeOutToHalf

The number of times router times out the translation route for a routing client.

DBINT NULL
RoutingClientID

The unique identifier of the routing client.

DBSMALLINT PK, FK NOT NULL
TimeZone

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

DBINT PK NOT NULL
TranslationRouteSkillTargetID

The unique identifier of the translation route.

DBINT PK, FK NOT NULL
UnAvailableToHalf

The number of times router cannot find available route in a translation route for a routing client.

DBINT NULL
UsedToHalf

The number of times translation route is used to send calls to VRU or agent peripheral to a routing client.

DBINT NULL

Trunk

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

Each row describes a trunk associated with a peripheral. Trunks are grouped by the Trunk Group table.

Use the Trunk bulk configuration tools to add, update, and delete Trunk records.

Related Table

Trunk_Group (via TrunkGroupID)

Vru_Port_Map (via TrunkID)

Table 450. Indexes for Trunk Table

index_name

index_description

index_keys

XAKTrunk

nonclustered, unique, unique key located on PRIMARY

TrunkGroupID, TrunkNumber

XPKTrunk

clustered, unique, primary key located on PRIMARY

TrunkID

Table 451. Fields in Trunk Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CircuitProvider

The carrier that provides the circuit.

VNAME32 NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
TrunkGroupID

Foreign key from the Trunk Group table.

DBINT AK-1, FK NOT NULL
TrunkID

A unique identifier for the trunk.

DBINT PK NOT NULL
TrunkNumber

Trunk number as understood by the peripheral.

DBINT AK-1 NOT NULL
TrunkType

Type of trunk. To see the list of values, see Trunk Type.

DBSMALLINT NOT NULL

Trunk_Group

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

Each row defines a group of trunks. A peripheral determines how to handle a call based on the DNIS and the trunk group on which it arrives.

Use the Trunk Group bulk configuration tools to add, update, and delete Trunk_Group records.

Related Tables

Network_Trunk_Group (via NetworkTrunkGroupID)

Peripheral (via PeripheralID)

Trunk_Group_Five_Minute (via TrunkGroupID)

Trunk_Group_Half_Hour (via TrunkGroupID)

Trunk_Group_Real_Time (via TrunkGroupID)

Trunk (via TrunkGroupID)

Table 452. Indexes for Trunk_Group Table

index_name

index_description

index_keys

XAK1Trunk_Group

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XAK2Trunk_Group

nonclustered, unique, unique key located on PRIMARY

PeripheralID, PeripheralNumber

XIE1Trunk_Group

nonclustered located on PRIMARY

NetworkTrunkGroupID

XPKTrunk_Group

clustered, unique, primary key located on PRIMARY

TrunkGroupID

Table 453. Fields in Trunk_Group Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ConfigParam

A string of parameters the system software sends to the peripheral to initialize the trunk group.

varchar NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Deleted

Deleted Flag. Stored as a character:

  • Y = Yes

  • N = No

DBCHAR NOT NULL
Description

Additional information about the trunk group.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the trunk group. This must be unique among all trunk groups in the enterprise.

VNAME32 AK-1 NOT NULL
Extension

The extension number for the trunk group (used by the Definity ECS ACD).

VTELNO10 NULL
NetworkTrunkGroupID

Optionally, the network trunk group to which this trunk group belongs.

DBINT FK, NULL
PeripheralID

Foreign key from the Peripheral table.

DBSMALLINT AK-2, FK NOT NULL
PeripheralName

Trunk group name as given by the peripheral.

VNAME32 NOT NULL
PeripheralNumber

Trunk group number as given by the peripheral.

DBINT AK-2 NOT NULL
TrunkCount

The number of trunks in the trunk group. If the value is -1 (the default), the system software determines the number of trunks in the group dynamically by examining the Trunk table. Do not change this value unless the Trunk data are not reliable.

DBINT NOT NULL
TrunkGroupID

Unique identifier for this trunk group.

DBINT PK NOT NULL

Trunk_Group_Five_Minute

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

It gets populated on central and HDS databases. This table contains information about a trunk group collected during each five-minute interval.

The system software generates Trunk_Group_Five_Minute records for each trunk group.

Related Table

Trunk_Group (via TrunkGroupID)

Table 454. Indexes for Trunk_Group_Five_Minute Table

index_name

index_description

index_keys

XAK1Trunk_Group_Five_Minute

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XPKTrunk_Group_Five_Minute

Clustered, unique, primary key located on PRIMARY

DateTime, TrunkGroupID, TimeZone

Table 455. Fields in Trunk_Group_Five_Minute Table
Name Description Data Type Keys and NULL Option
AllTrunksBusyToHalf

Total time, in seconds, during the current half-hour interval that all trunks in the group were busy.

DBINT NULL
DateTime

Central Controller date and time at the start of the five-minute interval.

DBSMALLDATE PK NOT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
TimeZone

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

DBINT PK NOT NULL
TrunkGroupID

Foreign key from the Trunk Group table.

DBINT PK, FK NOT NULL
TrunksIdle

Number of non-busy trunks in the group at the end of the five-minute interval.

DBINT NULL
TrunksInService

Number of trunks in this trunk group in service at the end of the five-minute interval.

DBINT NULL

Trunk_Group_Half_Hour

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

It gets populated on central and HDS databases. This table contains information about a trunk group collected during each 30-minute interval. The system software generates Trunk_Group_Half_Hour records for each trunk group.

Related Table

Trunk_Group (via TrunkGroupID)

Table 456. Indexes for Trunk_Group_Half_Hour Table

index_name

index_description

index_keys

XAK1Trunk_Group_Half_Hour

Nonclustered, unique, unique key located on PRIMARY

RecoveryKey

XIE1Trunk_Group_Half_Hour

Nonclustered located on PRIMARY

DbDateTime

XPKTrunk_Group_Half_Hour

Clustered, unique, primary key located on PRIMARY

DateTime, TrunkGroupID, TimeZone

Table 457. Fields in Trunk_Group_Half_Hour Table
Name Description Data Type Keys and NULL Option
AllTrunksBusyToHalf

Total time, in seconds, during the half-hour interval that all trunks in the group were busy.

DBINT NULL
CallsAbandonedToHalf

Number of calls to the trunk group abandoned during the current half-hour interval.

DBINT NULL
CallsInToHalf

Number of incoming calls received on the trunk group during the half-hour interval.

DBINT NULL
CallsOutToHalf

Number of outbound calls sent on the trunk group during the half-hour interval.

DBINT NULL
DateTime

Central Controller date and time at the start of the half-hour interval.

DBSMALLDATE PK NOT NULL
DbDateTime

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

DBDATETIME IE-1 NULL
InServiceTimeToHalf

Aggregate number of seconds trunks in the group were in service during the half-hour interval.

DBINT NULL
InUseInboundTimeToHalf

Aggregate number of seconds trunks in the group were used for inbound calls during the half-hour interval.

DBINT NULL
InUseOutboundTimeToHalf

Aggregate number of seconds trunks in the group were used for outbound calls during the half-hour interval.

DBINT NULL
RecoveryDay

Currently not used, set to zero (0).

DBINT NOT NULL
RecoveryKey

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

DBFLT8

AK-1 NOT NULL
TimeZone

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

DBINT PK NOT NULL
TrunkGroupID

Foreign key from the Trunk Group table.

DBINT PK, FK NOT NULL
TrunksIdle

Number of non-busy trunks in the group at the end of the half-hour interval.

DBINT NULL
TrunksInService

Number of trunks in the group in service at the end of the half-hour interval.

DBINT NULL

Trunk_Group_Real_Time

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

Local database only.

Contains real time information about each trunk group.

The system software generates a Trunk_Group_Real_Time record for each trunk group.

Related Table

Trunk_Group (via TrunkGroupID)

Table 458. Indexes for Trunk_Group_Real_Time Table

index_name

index_description

index_keys

XPKTrunk_Group_Real_Time

nonclustered, unique, primary key located on PRIMARY

TrunkGroupID

Table 459. Fields in Trunk_Group_Real_Time Table
Name Description Data Type Keys and NULL Option
AllTrunksBusyHalf

Total number of seconds during the current half-hour interval that all trunks in the group were busy.

DBINT NULL
AllTrunksBusyToday

Total number of seconds since midnight that all trunks in the group were busy.

DBINT NULL
CallsAbandonedHalf

Number of calls to the trunk group abandoned in queue during the current half-hour interval.

DBINT NULL
CallsAbandonedToday

Number of calls to the trunk group abandoned in queue since midnight.

DBINT NULL
CallsInHalf

Number of inbound calls received on the trunk group during the current half-hour interval.

DBINT NULL
CallsInNow

Number of inbound calls currently in progress on the trunk group.

DBINT NULL
CallsInToday

Number of inbound calls received on the trunk group since midnight.

DBINT NULL
CallsOutHalf

Number of outbound calls received on the trunk group during the current half-hour interval.

DBINT NULL
CallsOutNow

Number of outbound calls currently in progress on the trunk group.

DBINT NULL
CallsOutToday

Number of outbound calls received on the trunk group since midnight.

DBINT NULL
DateTime

Central Controller date and time that this data was last updated.

DBDATETIME NOT NULL
InServiceTimeHalf

Aggregate number of seconds trunks in the group have been in service during the current half-hour interval.

DBINT NULL
InServiceTimeToday

Aggregate number of seconds trunks in the group have been in service since midnight.

DBINT NULL
InUseInboundTimeHalf

Aggregate number of seconds trunks in the group have been in use for inbound calls during the current half-hour interval.

DBINT NULL
InUseInboundTimeToday

Aggregate number of seconds trunks in the group have been in use for inbound calls since midnight.

DBINT NULL
InUseOutboundTimeHalf

Aggregate number of seconds trunks in the group have been in use for outbound calls during the current half-hour interval.

DBINT NULL
InUseOutboundTimeToday

Aggregate number of seconds trunks in the group have been in use for outbound calls since midnight.

DBINT NULL
TrunkGroupID

Foreign key from the Trunk Group table.

DBINT PK, FK NOT NULL
TrunksIdle

Number of non-busy trunks in the group now.

DBINT NULL
TrunksInService

Number of trunks in the trunk group in service now.

DBINT NULL

User_Formula

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

Each row describes a custom function. A custom function is a shorthand for an expression. It may, optionally, accept parameters. The expression associated with the function is stored in the User_Formula_Equation table.

Use the Script Editor to create, modify, and delete custom functions.

Related Table

User_Formula_Equation (via UserFormulaID)

Table 460. Indexes for User_Formula Table

index_name

index_description

index_keys

XAK1User_Formula

clustered, unique, unique key located on PRIMARY

EnterpriseName

XPKUser_Formula

nonclustered, unique, primary key located on PRIMARY

UserFormulaID

Table 461. Fields in User_Formula Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the function.

DESCRIPTION NULL
EnterpriseName

An enterprise name for the function. Custom function names always begin with "user".

VNAME32 AK-1 NOT NULL
Length

The number of bytes in the expression for the function.

DBINT NOT NULL
ParamCount

The number of parameters the function accepts.

DBINT NOT NULL
UserFormulaID

A unique identifier for the function.

DBINT PK NOT NULL

User_Formula_Equation

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

Each row contains all or part of the expression associated with a custom formula.

Use the Script Editor to add, modify, and delete custom formulas.

Related Table

User_Formula (via UserFormulaID)

Table 462. Indexes for User_Formula_Equation Table

index_name

index_description

index_keys

XPKUser_Formula_Equation

clustered, unique, primary key located on PRIMARY

UserFormulaID, RowOrder

Table 463. Fields in User_Formula_Equation Table
Name Description Data Type Keys and NULL Option
EquationString

The expression string.

varchar(255) NULL
RowOrder

Specifies the order of strings for a formula. A formula may have one or more strings.

DBINT PK NOT NULL
UserFormulaID

Foreign key from the User_Formula table.

DBINT PK, FK NOT NULL

User_Group

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

Lists the groups of users to which specific access rights apply. A record in this table can represent a group of users (with multiple associated records in the User_Group_Member table) or a single user (with a single associated record in the User_Group_Member table).

Use Configuration Manager to create, update, and delete user groups.

Related Tables

Class_Security (via UserGroupName)

Customer_Definition (via CustomerDefinitionID)

Feature_Control_Set (via via FeatureSetID)

Global Security Control (via UserGroupID)

Object_Security (via UserGroupName)

Sec_Group (via UserGroupID)

Sec_User (via UserGroupID)

User_Group_Member (via UserGroupName)

User_Supervisor_Map (via UserGroupID)

Table 464. Indexes for User_Group Table

index_name

index_description

index_keys

XAK1User_Group

clustered, unique, unique key located on PRIMARY

UserGroupName

XIE1User_Group

nonclustered located on PRIMARY

CustomerDefinitionID

XPKUser_Group

nonclustered, unique, primary key located on PRIMARY

UserGroupID

Table 465. Fields in User_Group Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CustomerDefinitionID

Identifies the customer associated with the user group.

DBINT FK, IE-1 NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the group.

DESCRIPTION NULL

DomainName

The FQDN of the domain to which the user belongs. (Domain FQDN)

Note

 

For the UserGroupName, "DBO", this field stores the global default domain name. The default domain name is set by the System Information tool.

VARCHAR(190)

NULL
EmailAddress

Email address of the customer associated with the user group.

VARCHAR(254)

NULL
FeatureSetID

Identifies a feature set from the Feature_Control_Set Table.

DBINT FK NULL
ReadOnly

Valid options include:

  • Y = Read-only user

  • N = Normal user

DBCHAR NOT NULL
ServiceProvider

Valid options include:

  • Y = Service provider or general customer

  • N = Service bureau customer.

Note

 
This field is no longer used.
DBCHAR NOT NULL
UserGroupID

A unique identifier for the group.

DBINT PK NOT NULL

UserRole

Indicates the User Role for a given user.

Values displayed include:

  • 0 = Supervisors.

  • 1 = Setup User.

  • 2 = Config User.

DBSMALLINT

NOT NULL
UserGroupName

The name of a user or a group.

varchar(64) AK-1 NOT NULL
UserGroupType

The type of the group:

  • U = for an individual user

  • G = for a group of users.

char(1) NOT NULL

UserGuid

A unique global ID from Active Directory.

Varchar(64)

NULL

UserName

The user logon name of the user (Username portion of the User's UserPrincipalName).

Varchar(64)

NULL

User_Group_Member

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

Lists the specific users that are members of each user group. If the group is of type "U" then it has a single User_Group_Member record. If the group is of type 'G' is can have multiple User_Group_Member records. A single user can be a member of multiple user groups.

Use Configuration Manager to create, update, and delete User Group Member records.

Related Table

User_Group (via UserGroupID)

Table 466. Indexes for User_Group_Member Table

index_name

index_description

index_keys

XAK1User_Group_Member

clustered, unique, unique key located on PRIMARY

UserName, UserGroupName

XIE1User_Group_Member

nonclustered located on PRIMARY

UserName

XPKUser_Group_Member

nonclustered, unique, primary key located on PRIMARY

UserGroupMemberID

Table 467. Fields in User_Group_Member Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
UserGroupMemberID

A unique identifier for the record.

DBINT PK NOT NULL
UserGroupName

The group to which the member belongs.

varchar(64) AK-1 NOT NULL
UserName

The username as registered with SQL Server.

varchar(64) AK-1, IE-1 NOT NULL

User_Security_Control

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

Specifies the security access that individual users have to specific objects. The system software builds this table from the data in the other security tables.

Related Tables

Ids (via ObjectType + ObjectID)

User_Group_Member (via UserName)

Table 468. Indexes for User_Security_Control Table

index_name

index_description

index_keys

XIE1User_Security_Control

nonclustered located on PRIMARY

UserName

XIE2User_Security_Control

nonclustered located on PRIMARY

UserGroupID

XPKUser_Security_Control

clustered, unique, primary key located on PRIMARY

ObjectType, ObjectID, UserName

Table 469. Fields in User_Security_Control Table
Name Description Data Type Keys and NULL Option
AccessLevel

The level of access that the user has for the object. To see values. see Access Levels.

DBINT NOT NULL
ObjectID

Together with ObjectType, identifies the object.

DBINT PK NOT NULL
ObjectType

Together with ObjectID, identifies the object.

DBINT PK, FK NOT NULL
UserGroupID

Foreign key from the User_Group table.

DBINT IE-2 NOT NULL
UserName

The SQL Server username of the user.

varchar(64) PK, IE-1 NOT NULL

User_Supervisor_Map

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

Used to allow an agent to log in as a Supervisor. When an agent logs in as a Supervisor, an entry for the agent is created in the User Group table to allow the agent login.

Related Table

User_Group (via UserGroupID)

Table 470. Indexes for User_Supervisor_Map Table

index_name

index_description

index_keys

XAK1UserSupervisorMap

nonclustered, unique, unique key located on PRIMARY

AgentSkillTargetID

XPKUserSupervisorMap

clustered, unique, primary key located on PRIMARY

UserGroupID, AgentSkillTargetID

Table 471. Fields in User_Supervisor_Map Table
Name Description Data Type Keys and NULL Option
AgentSkillTargetID

The identifier for the SkillTargetID for an agent that is a supervisor.

Note

 
The SupervisorAgent field for this agent must be Y.
DBINT PK, AK-1 NOT NULL
UserGroupID

The identifier for the user.

Note

 
The UserGroupType for this user must be U.
DBINT PK, FK NOT NULL

User_Variable

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

Contains the definitions of user variables. You can optionally associate a variable with an object type (such as service or skill group). The system software then creates an instance of the variable for each object of that type (for example, for each service or each skill group). You can set and reference variables within scripts. If a variable is persistent, its value is stored in the Persistent_Variable table.

Use the User Variable list tool to create, update, and delete definitions of user variables.

Related Table

Persistent_Variable (via UserVariableID)

Table 472. Indexes for User_Variable Table

index_name

index_description

index_keys

XAK1User_Variable

nonclustered, unique, unique key located on PRIMARY

ObjectType, VariableName

XPKUser_Variable

clustered, unique, primary key located on PRIMARY

UserVariableID

Table 473. Fields in User_Variable Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DataType

Indicates the type of the variable:

  • 0 = Long

  • 1 = Float

  • 2 = Char

  • 3 = Date

DBSMALLINT NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the variable.

DESCRIPTION NULL
Instance

Not currently used.

DBCHAR NOT NULL
ObjectType

The type of object with which the variable is associated. For the list of values, see Object Types: User Variable.

DBSMALLINT AK-1 NOT NULL
Persistent

Indicates whether to preserve the value of the variable between script invocations. Stored as a character:

  • Y = yes

  • N = no

DBCHAR NOT NULL
ReportingMethod

Not currently used.

DBSMALLINT NOT NULL
UserVariableID

A unique identifier for the variable.

DBINT PK NOT NULL
VariableName

The name of the variable. User variable names must begin with "user".

VNAME32 AK-1 NOT NULL

Version

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

A system table containing a single row which indicates the current version of the system database schema installed in the central and local databases. This table is maintained by the system software installation process.

Table 474. Indexes for Version Table

index_name

index_description

index_keys

XIE1Version

nonclustered located on PRIMARY

Major

Table 475. Fields in Version Table
Name Description Data Type Keys and NULL Option
AWMinor

The incremental version number of the local database schema on the AW. For example, if the version is 1.3, this value is 3.

DBINT NOT NULL
CCMinor

The incremental version number of the central database schema. For example, if the version is 1.2, this value is 2.

DBINT NOT NULL
IPCCMinor

Control version of preconfigured items for Simplified Unified CCE Deployments.

DBINT NOT NULL
Major

The number of the major version; for example, if the version is 1.2, this value is 1.

DBINT IE-1 NOT NULL

View_Column

This table is in the Schedule category (see Schedule). To see database rules, see Schedule Tables.

Describes how the system software interprets one column of imported schedule data.

Related Table

ICR_View (via ICRViewID)

Table 476. Indexes for View_Column Table

index_name

index_description

index_keys

XAK1View_Column

nonclustered, unique, unique key located on PRIMARY

ICRViewID, ColumnNumber

XAK2View_Column

nonclustered, unique, unique key located on PRIMARY

ICRViewID, ViewName

XPKView_Column

clustered, unique, primary key located on PRIMARY

ViewColumnID

Table 477. Fields in View_Column Table
Name Description Data Type Keys and NULL Option
BaseName

The name used for the column in the system from which it imported.

VNAME32 NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
ColumnNumber

Indicates the position of the column within the Schedule Import table.

DBINT AK-1 NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

Additional information about the column.

DESCRIPTION NULL
Edit

Indicates whether the View_Column record can be modified. Stored as a character:

  • Y = yes

  • N = no

DBCHAR NOT NULL
ICRViewID

Identifies the view to which the column belongs.

DBINT AK-1, AK-2, FK NOT NULL
Mask

Indicates which bit positions to use in the value. An AND operation is applied to the mask value and the field value.

DBINT NULL
Shift

The number of bit positions to shift the value to the left.

DBINT NULL
ViewColumnID

A unique identifier for the column.

DBINT PK NOT NULL
ViewName

The name used for the column within the system software.

VNAME32 AK-2 NOT NULL

Vru_Currency

This is one of the VRU_Micro_Application tables (see VRU Micro-application). For database rules, see VRU Micro-applications Tables.

This table contains a list of currencies supported by VRU micro-applications.

Related Table

Vru_Defaults (via CurrencyID)

Table 478. Indexes for Vru_Currency Table

index_name

index_description

index_keys

XAK1Vru_Currency

nonclustered, unique, unique key located on PRIMARY

CurrencyName

XPKVru_Currency

clustered, unique, primary key located on PRIMARY

CurrencyID

Table 479. Fields in Vru_Currency Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CurrencyID

A unique identifier.

DBINT PK NOT NULL
CurrencyName

Specifies the currency supported by the VRU micro-application:

  • 1 = U.S. Dollar (default)

  • 2 = Euro

  • 3 = Pound Sterling

  • 4 = French franc

  • 5 = Deutschmark

  • 6 = Lira

  • 7 = Peseta

  • 0 = Other

varchar(10) AK-1 NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL

Vru_Defaults

This is one of the VRU_Micro_Application tables (see VRU Micro-application). For database rules, see VRU Micro-applications Tables.

This table contains a single row of data that contains the default values for a particular VRU micro-application.

Related Tables

Vru_Locale (via LocaleID)

Vru_Currency (via CurrencyID)

Table 480. Indexes for View_Defaults Table

index_name

index_description

index_keys

XAK1Vru_Defaults

nonclustered, unique, unique key located on PRIMARY

EnterpriseName

XPKVru_Defaults

clustered, unique, primary key located on PRIMARY

VruDefaultsID

Table 481. Fields in Vru_Defaults Table
Name Description Data Type Keys and NULL Option
AppMediaLib

A path to library of application media files/prompts specific to a set of related Unified ICM scripts. (Example: customer menus.) The default entry is app.

varchar(255) NULL
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
CurrencyID

The currency supported by VRU micro-applications. The default value is 1, CURRENCY_DOLLAR.

DBINT FK NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Description

A description of the row. There is no default value in this field.

DESCRIPTION NULL
DTMFTermKey

DTMF Termination key:

0-9 (digits)

* (asterisk)

# (pound sign, the default)

N (no termination key)

char(1) NOT NULL
EnterpriseName

A unique name for the enterprise.

VNAME32 AK-1 NOT NULL
InterDigitTimeout

The number of seconds a caller is allowed between entering digits. If exceeded, the system times-out. Valid options are the digits 1-99 (default: 3).

DBINT NOT NULL
InvalidEntryTries

Number of times ISN repeats the Get Digits cycle when the caller enters invalid data. (Total includes the first cycle.) Valid options are the digits 1-9 (default: 3).

DBINT NOT NULL
LocaleID

A combination of language and country specifying the language the VRU micro-application runs in:

  • en-us = U.S. English (default)

  • en-gb = Great Britain English

  • es-es = European Spanish

  • es-mx = Mexican Spanish

DBINT FK NOT NULL
MediaServerSet

Base URL for all media files used in the VRU script. The default value is file:../MediaFiles

varchar(255) NOT NULL
NoEntryTimeout

The number of seconds a caller is allowed to begin entering digits. If exceeded, the system times-out.

Valid options are the digits 0-99 (default: 5).

DBINT NOT NULL
NoEntryTries

Number of times ISN repeats the Get Digits cycle when a caller doesn't enter any data after being given the prompt. (Total includes first cycle.)

Valid options are the digits 1-9 (default: 3).

DBINT NOT NULL
SystemMediaLib

A path to library of system media files/prompts for individual digits, months, default error messages, etc. The default entry is sys.

varchar(255) NULL
VruDefaultsID

A unique identifier.

DBINT PK NOT NULL

Vru_Locale

This is one of the VRU_Micro_Application tables (see VRU Micro-application). For database rules, see VRU Micro-applications Tables.

This table contains a list of locales (a locale is a combination of language and country) supported by VRU micro-applications.

Related Table

Vru_Defaults (via LocaleID)

Table 482. Indexes for Vru_Locale Table

index_name

index_description

index_keys

XAK1Vru_Locale

nonclustered, unique, unique key located on PRIMARY

Locale

XPKVru_Locale

clustered, unique, primary key located on PRIMARY

LocaleID

Table 483. Fields in Vru_Locale Table
Name Description Data Type Keys and NULL Option
ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP NOT NULL
DateTimeStamp

Records the date and time when a record is added/updated.

 DBDATETIME NULL
Locale

A combination of language and country specifying the language the VRU micro-application runs in:

  • en-us = U.S. English (default)

  • en-gb = Great Britain English

  • es-es = European Spanish

  • es-mx = Mexican Spanish

varchar(10) AK-1 NOT NULL
LocaleID

A unique identifier.

DBINT PK NOT NULL

Vru_Port_Map

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

In cases where ACD and VRU PIMs are controlled by the same PG, the VRU_Port_Map table is used to specify how VRU ports map to ACD ports or trunks.

Use the VRU Port Map and Bulk Insert tool to map VRU ports to ACD ports or trunks.

Related Table

Trunk (via TrunkID)

Table 484. Indexes for Vru_Port_Map Table

index_name

index_description

index_keys

XPKVru_Port_Map

clustered, unique, primary key located on PRIMARY

TrunkID

Table 485. Fields in Vru_Port_Map Table
Name Description Data Type Keys and NULL Option
ACDPeripheralID

The ID of ACD peripheral if Type is 1.

DBSMALLINT NULL
ACDPort

The ACD port if Type is 1.

VNAME32 NULL
ACDTrunkID

The ID of the ACD trunk if Type is 0.

DBINT NULL
TrunkID

The ID of the VRU trunk to be mapped.

DBINT PK, FK NOT NULL
Type

The type of VRU-to-ACD mapping:

  • 0 = A VRU trunk-to-ACD trunk mapping

  • 1 = A VRU trunk-to-ACD port mapping.

DBINT NOT NULL

Week_Day_Schedule

The table Week_Day_Schedule defines the business hours on weekdays. The weekday schedule contain any day of the week except the holidays. Each row in the table records a weekday schedule.

Related Tables

Table 486. Indexes for Week_Day_Schedule Table

index_name

index_description

index_keys

XPKWeek_Day_Schedule

Primary key

WeekDayScheduleID

XIE1Week_Day_Schedule

Inversion key

BusinessHoursID

XIE2Week_Day_Schedule

Inversion key

DayType
Table 487. Fields in Week_Day_Schedule Table

Field

Description

Data Type

Keys and NULL Option

WeekDayScheduleID

The ID of the each week day schedule.

DBINT

PK

NOT NULL

BusinessHoursID

Unique ID of the business schedule object

DBINT

FK, IE

NOT NULL

DayType

Values range from 0 to 6, assigned to each day in a week starting from Sunday.

DBSMALLINT

IE

NOT NULL

StartHour

Specifies the hour the business hour starts in a weekday.

DBSMALLINT

NOT NULL

StartMinute

Specifies the minute the business hours starts in a weekday.

DBSMALLINT

NOT NULL

StartSecond

Specifies the second the business hours starts in a weekday. Default value is 0.

DBSMALLINT

NOT NULL

EndHour

Specifies the hour the business hour ends in a weekday.

DBSMALLINT

NOT NULL

EndMinute

Specifies the minute the business hours ends in a weekday.

DBSMALLINT

NOT NULL

EndSecond

Specifies the second the business hours ends in a weekday. Default value is 0.

DBSMALLINT

NOT NULL

DateTimeStamp

Records the date and time when the record was added or updated

DBDATETIME

NULL

ChangeStamp

Incremented when the record is changed in the central database.

CHANGESTAMP

NOT NULL

FutureUseInt1

Future Use

DBINT

NULL

FutureUseInt2

Future Use

DBINT

NULL

FutureUseVarChar1

Future Use

VARCHAR(64)

NULL

FutureUseVarChar2

Future Use

VARCHAR(64)

NULL