Database Schema Handbook for Cisco Unified ICM/Contact ... · Default_Call_Type 195 Department 195...

Database Schema Handbook for Cisco Unified ICM/Contact CenterEnterprise, Release 11.0(1)First Published: 2015-08-28

Last Modified: 2018-11-09

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C O N T E N T S

Preface xiiiP R E F A C E

Change History xiii

About This Guide xiii

Audience xiii

Related Documents xiv

Obtaining Documentation and Submitting a Service Request xiv

Field Alerts and Field Notices xv

Documentation Feedback xv

Conventions xv

Introduction 1C H A P T E R 1

The Unified ICM and Unified CC Enterprise Databases 1

General Concepts 2

Tables Columns and Rows 2

Table Relationships 2

Key Fields 3

Reserved Fields 4

Field Applicability 4

Data Types 4

Partitioning 6

Real-Time and Historical Data 6

Call Detail Data 6

All Tables 9C H A P T E R 2

Admin_Script_Schedule_Map 14

Agent 16

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Agent_Attribute 19

Agent_Desk_Settings 20

Agent_Distribution 25

Agent_Event_Detail 26

Agent_Interval 29

Agent_Logout 33

Agent_Real_Time 34

Agent_Skill_Group_Interval 40

Agent_Skill_Group_Logout 55

Agent_Skill_Group_Real_Time 56

Agent_State_Trace 59

Agent_Targeting_Rule 63

Agent_Targeting_Rule_Member 66

Agent_Targeting_Rule_Range 67

Agent_Team 67

Agent_Team_Member 69

Agent_Team_Supervisor 70

Announcement 70

Application_Event 71

Application_Gateway 74

Application_Gateway_Connection 75

Application_Gateway_Globals 77

Application_Gateway_Half_Hour 79

Application_Instance 81

Application_Path 82

Application_Path_Member 84

Application_Path_Real_Time 84

Attribute 86

Attribute_Set 88

Attribute_Set_Member 89

AWControl 89

Blended_Agent_Options 90

Bucket_Intervals 94

Bulk_Job 95

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Contents

Business_Entity 97

Call_Type 98

Call_Type_Interval 99

Call_Type_Map 116

Call_Type_SG_Interval 117

Call_Type_Real_Time 129

Campaign 143

Campaign_Half_Hour 152

Campaign_Query_Rule 153

Campaign_Query_Rule_Half_Hour 155

Campaign_Query_Rule_Interval 159

Campaign_Query_Rule_Real_Time 162

Campaign_Skill_Group 171

Campaign_Target_Sequence 173

Cfg_Mngr_App_Snapshot_State 174

Cfg_Mngr_Globals 175

Cfg_Mngr_User_Desktop_Snap 176

Cfg_Mngr_User_Menu 178

Cfg_Mngr_User_Settings 178

Cfg_Mngr_View 179

Class_Access_Xref 180

Class_List 181

Class_Security 182

ClassID_To_ObjectType 183

Configuration_Limit 183

Config_Message_Log 185

Congestion Control 186

Contact_Share_Group 189

Contact_Share_Group_Member 190

Contact_Share_Queue 190

Contact_Share_Rule 191

Controller_Time 192

Customer_Definition 193

Customer_Options 194

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Default_Call_Type 195

Department 195

Department _Member 197

Device_Target 198

Dialed_Number 199

Dialed_Number_Label 201

Dialed_Number_Map 202

Dial_Number_Plan 203

Dialer 205

Dialer_Detail 209

Dialer_Half_Hour 216

Dialer_Interval 219

Dialer_Port_Map 222

Dialer_Port_Real_Time 223

Dialer_Real_Time 224

Dialer_Skill_Group_Half_Hour 228

Dialer_Skill_Group_Real_Time 231

Enterprise_Route 234

Enterprise_Route_Member 235

Enterprise_Service 235

Enterprise_Service_Member 236

Enterprise_Skill_Group 237

Enterprise_Skill_Group_Member 238

Event 239

Expanded_Call_Variable 241

Feature_Control_Set 243

ICR_Globals 244

ICR_Instance 248

ICR_Locks 249

ICR_Node 250

ICR_View 252

Ids 253

Import_Log 254

Import_Rule 255

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Import_Rule_Clause 259

Import_Rule_History 260

Import_Rule_Real_Time 262

Import_Schedule 263

Label 264

Logger_Admin 265

Logger_Meters 266

Logger_Type 268

Logical_Interface_Controller 268

Machine_Address 270

Machine_Host 271

Machine_Service 271

Master_Script 273

Media_Class 275

Media_Routing_Domain 276

Network_Event_Detail 279

Network_Target 281

Network_Trunk_Group 282

Network_Trunk_Group_Half_Hour 283

Network_Trunk_Group_Real_Time 285

Network_Vru 287

Network_Vru_Bank 288

Network_Vru_Script 289

Next_Available_Number 291

Object_Access_Xref 291

Object_List 292

Object_Security 293

Peripheral 294

Peripheral_Default_Route 298

Peripheral_Interval 299

Peripheral_Monitor 301

Peripheral_Real_Time 303

Peripheral_Target 307

Persistent_Variable 308

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Person 309

Physical_Controller_Half_Hour 311

Physical_Interface_Controller 312

Precision_Queue 313

Precision_Q_Real_Time 316

Precision_Queue_Step 326

Precision_Queue_Term 327

Precision_Q_Step_Real_Time 329

Query_Rule 330

Query_Rule_Clause 332

Reason_Code 333

Recovery 334

Recurring_Schedule_Map 335

Region 337

Region_Info 338

Region_Member 339

Region_Prefix 339

Region_View 341

Region_View_Member 345

Rename 346

Route 346

Route_Call_Detail 348

Route_Call_Variable 355

Route_Five_Minute 356

Route_Half_Hour 360

Route_Real_Time 365

Router_Queue_Interval 370

Routing_Client 379

Routing_Client_Five_Minute 383

Schedule 390

Schedule_Import 392

Schedule_Import_Real_Time 394

Schedule_Map 396

Schedule_Report 397

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Contents

Schedule_Report_Input 398

Schedule_Source 399

Scheduled_Target 400

Scheduled_Target_Real_Time 402

Script 402

Script_Cross_Reference 404

Script_Data 405

Script_Five_Minute 406

Script_Print_Control 407

Script_Queue_Real_Time 408

Script_Real_Time 409

Script_Table 410

Script_Table_Column 411

Sec_Group 412

Sec_User 413

Service 413

Service_Array 416

Service_Array_Member 418

Service_Five_Minute 419

Service_Interval 424

Service_Level_Threshold 433

Service_Member 434

Service_Real_Time 435

Shift 451

Skill_Group 452

Skill_Group_Five_Minute 456

Skill_Group_Interval 460

Skill_Group_Member 487

Skill_Group_Real_Time 488

Skill_Target 503

System_Capacity_Interval 504

System_Capacity_Real_Time 505

Termination_Call_Detail 506

Termination_Call_Variable 522

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Translation_Route 524

Translation_Route_Half_Hour 525

Trunk 527

Trunk_Group 528

Trunk_Group_Five_Minute 530

Trunk_Group_Half_Hour 531

Trunk_Group_Real_Time 532

User_Formula 534

User_Formula_Equation 535

User_Group 536

User_Group_Member 538

User_Security_Control 539

User_Supervisor_Map 539

User_Variable 540

Version 542

View_Column 542

Vru_Currency 544

Vru_Defaults 545

Vru_Locale 547

Vru_Port_Map 548

Tables by Group 551C H A P T E R 3

Overview 551

Blended Agent (Outbound Option) 551

Contact Sharing 553

Device 554

Peripheral Detail 556

Trunk Group Detail 556

Enterprise 557

Media Routing 559

Route 560

Schedule 563

Script 564

Call Type Detail 566

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Region Detail 566

Script Detail 567

Security 568

Skill Target 570

Agent Detail 572

Service Detail 573

Skill Group Detail 573

System 574

User Preferences 576

VRU Micro-application 577

Tables Reserved for Future Use 577

Field Values 579C H A P T E R 4

Access Levels 579

AgentState 580

Application Gateway: Fault Tolerance 581

Client Type 581

Customer Options Type 583

Days 584

Dialed Number Map: ANIWildCardType 585

Dialer Detail: CallResult 585

Dialer Detail: CallStatusZone 587

Dialer Detail: DialingMode 588

Event Fields 588

ICR Locks Fields 589

LabelType Fields 589

Logical Interface Controller Fields 590

Network Vru Type 592

Port Status 592

Route Call Detail Fields 593

Object Types: Security 594

Object Types: User Variable 596

Peripheral Real Time Status Field 597

Reason Codes 598

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Contents

Service Fields 600

Service Real Time: Service Mode Indicator Field 601

Target Types: Script Cross Reference and Scheduled Report Input 602

Termination Call Detail: Call Disposition and CallDispositionFlag Fields 605

Termination Call Detail: Peripheral Call Type 613

Trunk Type 616

Database Rules 617C H A P T E R 5

Blended Agent Tables (Outbound Option) 617

Contact Sharing Tables 619

Device Tables 619

Enterprise Tables 620

Media Routing Tables 620

Route Tables 621

Schedule Tables 622

Script Tables 622

Security Tables 623

Skill Target Tables 624

System Tables 625

User Preferences Tables 625

VRU Micro-applications Tables 626

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Contents

Preface

• Change History, on page xiii• About This Guide, on page xiii• Audience, on page xiii• Related Documents, on page xiv• Obtaining Documentation and Submitting a Service Request, on page xiv• Field Alerts and Field Notices, on page xv• Documentation Feedback, on page xv• Conventions, on page xv

Change HistoryThis table lists and links to changes made to this guide and gives the dates those changes were made. Earliestchanges appear in the bottom rows.

DateChange

8/28/2015Initial version for release 11.0

About This GuideTheDatabase Schema Handbook for Cisco Unified Contact Center Enterprise describes the database schemaused by Unified Contact Center Enterprise (Unified CCE), including the types of data stored in the databaseand the relationships among those data. This guide documents each table, major categories of tables, codedvalues used, and the dependencies and constraints.

AudienceThis manual is intended for Unified ICM and Unified CCE software system managers and supervisors.Understanding the database schema helps you to create your ownmonitoring screens and reports. It also helpsyou to understand how the Unified ICM and Unified CCE software works.

The Schema Help, which you can open from the Administration & Data Server, has the same information asthis PDF manual.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1)xiii

You can navigate the PDF file using the Contents, the Index, and the links.

Related DocumentsDocumentation for Cisco Unified Intelligent Contact Management (Unified ICM), Cisco Unified ContactCenter Enterprise (Unified CCE), Cisco Unified Contact Center Hosted (Unified CCH), as well as relateddocumentation, is accessible from Cisco.com at: http://www.cisco.com/web/psa/products/index.html.

• For the Unified CCE Documentation guide, go to http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_documentation_roadmaps_list.html.

• Related documentation includes the documentation sets for Cisco CTI Object Server (CTI OS), CiscoAgent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco Unified Contact CenterManagement Portal (Unified CCMP), Cisco Unified Customer Voice Portal (Unified CVP), and CiscoUnified IP IVR.

• For documentation for these Cisco Unified Contact Center products, go tohttp://www.cisco.com/web/psa/products/index.html, click Voice and Unified Communications, thenclick Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, thenclick the product or option you want.

• For troubleshooting tips for these Cisco Unified Contact Center products, go tohttp://docwiki.cisco.com/wiki/Category:Troubleshooting, then click the product or option you want.

• Documentation for Cisco Unified Communications Manager (Unified CM) is accessible fromhttp://www.cisco.com/web/psa/products/index.html.

• Technical Support documentation and tools are accessible fromhttp://www.cisco.com/en/US/support/index.html.

• The Product Alert tool is accessible from (login required)http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.

• For information on the Cisco software support methodology, see Software Release and SupportMethodology: ICM/IPCC available at (login required)http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html.

• For a detailed list of language localizations, see the Cisco Unified ICM/Contact Center Product andSystem Localization Matrix available at the bottom ofhttp://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html.

Obtaining Documentation and Submitting a Service RequestFor information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a servicerequest, and gathering additional information, seeWhat's New in Cisco Product Documentation athttps://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.

Subscribe toWhat's New in Cisco Product Documentation, which lists all new and revised Cisco technicaldocumentation as an RSS feed and delivers content directly to your desktop using a reader application. TheRSS feeds are a free service.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1)xiv

PrefaceRelated Documents

http://www.cisco.com/web/psa/products/index.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_documentation_roadmaps_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_documentation_roadmaps_list.html


http://docwiki.cisco.com/wiki/Category:Troubleshooting


http://www.cisco.com/en/US/support/index.html

http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html

https://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html

Field Alerts and Field NoticesCisco can modify its products or determine key processes to be important. These changes are announcedthrough use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts andField Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receiveannouncements by selecting all products of interest.

Sign in www.cisco.com and then access the tool at https://www.cisco.com/cisco/support/notifications.html.

Documentation FeedbackTo provide comments about this document, send an email message to the following address:[email protected].

We appreciate your comments.

ConventionsThis document uses the following conventions:

DescriptionConvention

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

• Choose Edit > Find.

• Click Finish.

boldface font

Italic font is used to indicate the following:

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

• A syntax value that the user must replace. Example: IF (condition, true-value,false-value)

• A book title. Example: See the Cisco Unified Contact Center EnterpriseInstallation and Upgrade Guide.

italic font

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

• Text as it appears in code or that the window displays. Example:<html><title>Cisco Systems, Inc. </title></html>

window font

Angle brackets are used to indicate the following:

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

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

< >

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1)xv

PrefaceField Alerts and Field Notices

https://www.cisco.com/cisco/support/notifications.html

mailto:[email protected]

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1)xvi

PrefaceConventions

C H A P T E R 1Introduction

• The Unified ICM and Unified CC Enterprise Databases, on page 1• General Concepts, on page 2• Real-Time and Historical Data, on page 6

The Unified ICM and Unified CC Enterprise DatabasesUnified ICM and Unified CC Enterprise software uses the following types of databases:

• The central database that is part of the Central Controller.

• The local database on each distributor Administration & Data Server.

• The Historical Data Server (HDS) database on a distributor Administration & Data Server.

The following table lists the databases and respective customer instance names.

Database NameDatabase

<customer>_sideA or <customer>_sideBCentral

<customer>_awdbLocal

<customer>_hdsHistorical Data Server

Unified ICM and Unified CC Enterprise software uses information in the central database to determine howto route each call. This includes information about your telephone system configuration and routing scripts.The local database contains copy of the configuration data and scripts from the central database.

The local database also contains tables of real-time information that describe activity at the call centers. (TheCentral Controller keeps the real-time information in memory but does not store it in the central database.)This information allows you to monitor current activity within the system.

The central database stores historical information describing past activities at the call centers and withinUnified ICM and Unified CC Enterprise systems. A special HDS database on a distributor Administration &Data Server at each site also stores the same historical information. Therefore, either the central database oran HDS database is the historical database for an Administration&Data Server user. You can access historicalinformation that is stored in the historical database to produce reports and screens.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1)1

General ConceptsThis section gives a brief overview of relational database concepts and details about how data is generatedby the system software.

Tables Columns and RowsA database contains tables of data. A table defines a series of columns or fields. The actual data is stored asrows or records within each table. Each row contains one value for each column of the table. For example,Figure 1 shows a table with five columns. It contains three rows of data.

The data in tables changes for each system, but the definition of tables and columns does not. This manualdescribes the columns of each table; it does not describe the actual data in table rows.

Table RelationshipsRelated tables in a database share one or more common fields or columns. For example, both the Agent andPeripheral tables include the PeripheralID field. This defines a relationship: each row in the Agent table isrelated to the row in the Peripheral table that shares the same PeripheralID value.

Relationships between tables can be one-to-one or one-to-many. For example, because one peripheral can beassociated with many agents, the relationship between the Peripheral and Agent tables is one-to-many. Onthe other hand, each peripheral has a single peripheral default route and each peripheral default route belongsto only one peripheral. Therefore, the relationship between the Peripheral and Peripheral Default Route tablesis one-to-one.

Sometimes a single row might not be associated with any rows in a related table. For example, it is possibleto define a peripheral with no associated agents. Normally, this would only be a temporary condition. In somecases, however, the condition might be permanent. For example, you can define a trunk group but not definethe associated trunks.

Sometimes the natural relationship between two tables appears to be many-to-many. For example, each agentcan be a member of many skill groups and each skill group can contain many agents. Therefore, the Agentand Skill Group tables appear to have a many-to-many relationship. However, in this case, a third table, calleda cross-reference table, actually links the tables so the relationship is actually one-to-many. For example,Figure 2 shows how the Skill Group Member table acts as a cross-reference table for the Agent and SkillGroup tables.


IntroductionGeneral Concepts

The Skill Group Member table contains one record for each member of each skill group. It has one-to-manyrelationships with both the Agent table and the Skill Group table. This avoids a direct many-to-many relationshipbetween the Agent and Skill Group tables.

Key FieldsOne or more fields within a table can form a key. Keys are the fields that you commonly use to locate specificrecords. Usually the fields that make up a key are defined as NOTNULL (meaning they cannot take the NULLvalue), but there are many exceptions.

Most tables have a primary key. For example, the PeripheralID field is the primary key for the Peripheraltable.

An example of a foreign key is the PeripheralID field in the Agent table. You can use this key to find allagents that are associated with a specific peripheral.

The Agent table contains two alternate keys: the EnterpriseName field, and the combination of the PeripheralIDand PeripheralNumber fields. A value for either of these keys uniquely identifies an agent.

The combination of FirstName and LastName is an inversion key for the Agent table. While this key valueis not necessarily unique, it is a convenient way to locate specific agents. This table lists the types of keys andthe codes that are used for them in the system database.


IntroductionKey Fields

DescriptionCodeKey Type

Consists of one or more fields that have a unique value for eachrecord in the table.

By default, the primary key is the clustered key for the table.

PKPrimary key

A unique key, other than the primary key, that you can use tolocate a specific record.

AKAlternate key

A primary key from one table that appears in a second table. Aforeign key that establishes a one-to-one relationship is alwaysunique. A foreign key that establishes a one-to-many relationshipis not unique.

FKForeign key

A key that does not necessarily have a unique value, but can beused to locate a group of records within the table.

IEInversion key

By default, all keys are on the PRIMARY file group for the database. Microsoft SQL Server always createsthe PRIMARY file group as the default file group.

Note

The codes from this table are used to identify key fields in each table. If a table has more than one key of thesame type, then numbers are attached to the codes. For example, if a table has two alternate keys, then thefields in the first are "AK1" and the fields in the second are "AK2."

Each field is marked as either NULL (meaning that NULL is a valid value) or NOT NULL (meaning thatNULL is not valid).

Reserved FieldsSome fields in the database are marked as reserved. This means that system software or the database managermight use the field, but it has no external meaning. You must not modify any field marked as reserved.

Field ApplicabilityUnless specifically indicated otherwise, table fields apply to both Unified ICM and Unified CCE.

Data TypesThis table describes the data types used for fields in the Unified ICM and Unified CCE database.

DescriptionNull OptionDefault

MS SQL ServerData Type

Unified ICM andUnified CCEDefined DataType

Consists of one or more fields that have a uniquevalue for each record in the table.

NOT NULLintCHANGESTAMP

Up to 1 character. The value 1 is the storage size.NOT NULLchar(1)DBCHAR


IntroductionReserved Fields

DescriptionNull OptionDefault

MS SQL ServerData Type

Unified ICM andUnified CCEDefined DataType

A date and time accurate to the second. Stored astwo four-byte integers (eight bytes total): daysbefore or since January 1, 1900 and seconds sincemidnight.

datetimedatetimeDBDATETIME

A four-byte floating-point value (7-digit precision).NULLrealDBFLT4

An eight-byte floating-point value (15-digitprecision).

floatfloatDBFLT8

A date and time accurate to the minute. Stored astwo unsigned two-byte integers (four bytes total):number of days since January 1, 1900 andminutessince midnight.

smalldatetimesmalldatetimeDBSMALLDATE

A four-byte integer value between -2,147,483,648and 2,147,483,647.

NULLintDBINT

A two-byte integer value between -32,768 and32,767.

NULLsmallintDBSMALLINT

Up to 255 characters. The value 255 is the storagesize.

NULLvarchar(255)DESCRIPTION

A one-byte integer value between 0 and 255.NOT NULLtinyintDBTINYINT


NULLchar (10)TELNO


varchar(32)varchar(32)VNAME32


NULLvarchar(10)VTELNO10


NULLvarchar(20)VTELNO20

Up to n characters. The value n is the storage size.NULLchar(n)char(n)

Up to n characters. The value n is the storage size.NULLvarchar(n)varchar(n)

Up to 2,147,483,647 bytes of binary data. Thestorage size is determined by the length of the data.

NULLimageimage

A date and time accurate to the second. Stored astwo four-byte integers (eight bytes total): daysbefore or since January 1, 1900 and seconds sincemidnight.

NULLdatetimedatetime

A date and time accurate to the minute. Stored astwo unsigned two-byte integers (four bytes total):number of days since January 1, 1900 andminutessince midnight.

NULLsmalldatetimesmalldatetime


IntroductionData Types

PartitioningCustomers who enable partitioning can see the Administration Guide for Cisco Unified ICM/Contact CenterEnterprise & Hosted for information about security related to partitioning.

Real-Time and Historical DataUnified ICM and Unified CCE software maintains real-time and historical status information about certainobjects in the system such as service, skill groups, routes, and scripts.

For example, the Route Real Time table contains real-time information about each route. The Route FiveMinute and Route Half Hour tables contain historical information about each route. The Route Real Timetable contains one row for each route. (It has a one-to-one relationship with the Route table.) The Route HalfHour table contains many rows for each route--Unified ICM and Unified CCE software adds an additionalrow for each route every half hour. (It has a one-to-many relationship with the Route table.)

The system software updates the real-time tables in the database every ten seconds. Real-time informationincludes information about what is happening right now (for example, CallsQNow and ExpectedDelay). Italso includes summary information about what has happened during the last five minutes (for example,CallsIncomingTo5 andAvgTalkTimeTo5), since the last half-hour historical data (for example, CallsRoutedHalfand CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and CallsHandledToday).

Unified ICM and Unified CCE software generates historical information on five- and 30-minute intervals,with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds anew row for each Route to the Route Five Minute table every five minutes. Unified ICM and Unified CCEsoftware adds a new row for each Route to the Route Half Hour table every 30minutes. Some of the informationfor the historical tables is derived from accumulation fields in the real-time tables. For example, at the end ofeach five-minute interval, the value from the CallsOfferedTo5 field in the Route Real Time table is copied tothe CallsOfferedTo5 field of the Route Five Minute table.

Each five- and 30-minute row contains a field for the date-time. The time stored in this field is the time at thestart of the interval. For example, a Service Five Minute row for the interval from 10:00 a.m. to 10:05 a.m.contains the time 10:00 a.m. However, some fields within the table contain a snapshot of data from the endof the interval. For example, the CallsQNow field of the Service Five Minute table contains the number ofcalls queued at the end of the five-minute period. Therefore, the Service Five Minute row with the time of10:00 a.m. tells you the number of calls queued at 10:05 a.m. To find the number of calls queued at 10:00a.m., look at the Service Five Minute record for 9:55 a.m.

Call Detail DataEach time Unified ICM and Unified CCE software processes a routing request, it generates a Route Call Detailrow that contains information about the request and routing decision it made. Each row includes the day onwhich the request was handled and a key value generated by Unified ICM and Unified CCE software that isunique among all requests handled that day. These two values together comprise a unique identifier for thecall.

When Unified ICM and Unified CCE software receives information that a call is completely done (that is, forexample, it has been routed to a peripheral, handled by an agent, and disconnected), then a row about the callis written to the Termination Call Detail table. The Termination Call Detail row indicates the agent, skillgroup, and service that handled the call. It also contains information such as how long the caller was on hold,and whether the call was transferred to another agent after the initial routing.


IntroductionPartitioning

If the call was sent to a translation route, the Termination Call Detail row contains the same day and routerkey values as the Route Call Detail row for the same call. You can use these fields to link the tables and findall the call detail information for a single call. This process is called cradle-to-grave call tracking.


IntroductionCall Detail Data


IntroductionCall Detail Data

C H A P T E R 2All Tables

All Tables in Alphabetical Order

This section lists all tables in alphabetical order. Unless specifically indicated, fields are applicable to bothUnified ICM and Unified CCE. For information on major tables by group, see Tables by Group, on page 551

• Admin_Script_Schedule_Map, on page 14• Agent, on page 16• Agent_Attribute, on page 19• Agent_Desk_Settings, on page 20• Agent_Distribution, on page 25• Agent_Event_Detail, on page 26• Agent_Interval, on page 29• Agent_Logout, on page 33• Agent_Real_Time, on page 34• Agent_Skill_Group_Interval, on page 40• Agent_Skill_Group_Logout, on page 55• Agent_Skill_Group_Real_Time, on page 56• Agent_State_Trace, on page 59• Agent_Targeting_Rule, on page 63• Agent_Targeting_Rule_Member, on page 66• Agent_Targeting_Rule_Range, on page 67• Agent_Team, on page 67• Agent_Team_Member, on page 69• Agent_Team_Supervisor, on page 70• Announcement, on page 70• Application_Event, on page 71• Application_Gateway, on page 74• Application_Gateway_Connection, on page 75• Application_Gateway_Globals, on page 77• Application_Gateway_Half_Hour, on page 79• Application_Instance, on page 81• Application_Path, on page 82• Application_Path_Member, on page 84• Application_Path_Real_Time, on page 84• Attribute, on page 86


• Attribute_Set, on page 88• Attribute_Set_Member, on page 89• AWControl, on page 89• Blended_Agent_Options, on page 90• Bucket_Intervals, on page 94• Bulk_Job, on page 95• Business_Entity, on page 97• Call_Type, on page 98• Call_Type_Interval, on page 99• Call_Type_Map, on page 116• Call_Type_SG_Interval, on page 117• Call_Type_Real_Time, on page 129• Campaign, on page 143• Campaign_Half_Hour, on page 152• Campaign_Query_Rule, on page 153• Campaign_Query_Rule_Half_Hour, on page 155• Campaign_Query_Rule_Interval, on page 159• Campaign_Query_Rule_Real_Time, on page 162• Campaign_Skill_Group, on page 171• Campaign_Target_Sequence, on page 173• Cfg_Mngr_App_Snapshot_State, on page 174• Cfg_Mngr_Globals, on page 175• Cfg_Mngr_User_Desktop_Snap, on page 176• Cfg_Mngr_User_Menu, on page 178• Cfg_Mngr_User_Settings, on page 178• Cfg_Mngr_View, on page 179• Class_Access_Xref, on page 180• Class_List, on page 181• Class_Security, on page 182• ClassID_To_ObjectType, on page 183• Configuration_Limit, on page 183• Config_Message_Log, on page 185• Congestion Control, on page 186• Contact_Share_Group, on page 189• Contact_Share_Group_Member, on page 190• Contact_Share_Queue, on page 190• Contact_Share_Rule, on page 191• Controller_Time, on page 192• Customer_Definition, on page 193• Customer_Options, on page 194• Default_Call_Type, on page 195• Department, on page 195• Department _Member , on page 197• Device_Target, on page 198• Dialed_Number, on page 199• Dialed_Number_Label, on page 201


All Tables

• Dialed_Number_Map, on page 202• Dial_Number_Plan, on page 203• Dialer, on page 205• Dialer_Detail, on page 209• Dialer_Half_Hour, on page 216• Dialer_Interval, on page 219• Dialer_Port_Map, on page 222• Dialer_Port_Real_Time, on page 223• Dialer_Real_Time, on page 224• Dialer_Skill_Group_Half_Hour, on page 228• Dialer_Skill_Group_Real_Time, on page 231• Enterprise_Route, on page 234• Enterprise_Route_Member, on page 235• Enterprise_Service, on page 235• Enterprise_Service_Member, on page 236• Enterprise_Skill_Group, on page 237• Enterprise_Skill_Group_Member, on page 238• Event, on page 239• Expanded_Call_Variable, on page 241• Feature_Control_Set, on page 243• ICR_Globals, on page 244• ICR_Instance, on page 248• ICR_Locks, on page 249• ICR_Node, on page 250• ICR_View, on page 252• Ids, on page 253• Import_Log, on page 254• Import_Rule, on page 255• Import_Rule_Clause, on page 259• Import_Rule_History, on page 260• Import_Rule_Real_Time, on page 262• Import_Schedule, on page 263• Label, on page 264• Logger_Admin, on page 265• Logger_Meters, on page 266• Logger_Type, on page 268• Logical_Interface_Controller, on page 268• Machine_Address, on page 270• Machine_Host, on page 271• Machine_Service, on page 271• Master_Script, on page 273• Media_Class, on page 275• Media_Routing_Domain, on page 276• Network_Event_Detail, on page 279• Network_Target, on page 281• Network_Trunk_Group, on page 282


All Tables

• Network_Trunk_Group_Half_Hour, on page 283• Network_Trunk_Group_Real_Time, on page 285• Network_Vru, on page 287• Network_Vru_Bank, on page 288• Network_Vru_Script, on page 289• Next_Available_Number, on page 291• Object_Access_Xref, on page 291• Object_List, on page 292• Object_Security, on page 293• Peripheral, on page 294• Peripheral_Default_Route, on page 298• Peripheral_Interval, on page 299• Peripheral_Monitor, on page 301• Peripheral_Real_Time, on page 303• Peripheral_Target, on page 307• Persistent_Variable, on page 308• Person, on page 309• Physical_Controller_Half_Hour, on page 311• Physical_Interface_Controller, on page 312• Precision_Queue, on page 313• Precision_Q_Real_Time, on page 316• Precision_Queue_Step, on page 326• Precision_Queue_Term, on page 327• Precision_Q_Step_Real_Time, on page 329• Query_Rule, on page 330• Query_Rule_Clause, on page 332• Reason_Code, on page 333• Recovery, on page 334• Recurring_Schedule_Map, on page 335• Region, on page 337• Region_Info, on page 338• Region_Member, on page 339• Region_Prefix, on page 339• Region_View, on page 341• Region_View_Member, on page 345• Rename, on page 346• Route, on page 346• Route_Call_Detail, on page 348• Route_Call_Variable, on page 355• Route_Five_Minute, on page 356• Route_Half_Hour, on page 360• Route_Real_Time, on page 365• Router_Queue_Interval, on page 370• Routing_Client, on page 379• Routing_Client_Five_Minute, on page 383• Schedule, on page 390


All Tables

• Schedule_Import, on page 392• Schedule_Import_Real_Time, on page 394• Schedule_Map, on page 396• Schedule_Report, on page 397• Schedule_Report_Input, on page 398• Schedule_Source, on page 399• Scheduled_Target, on page 400• Scheduled_Target_Real_Time, on page 402• Script, on page 402• Script_Cross_Reference, on page 404• Script_Data, on page 405• Script_Five_Minute, on page 406• Script_Print_Control, on page 407• Script_Queue_Real_Time, on page 408• Script_Real_Time, on page 409• Script_Table, on page 410• Script_Table_Column, on page 411• Sec_Group, on page 412• Sec_User, on page 413• Service, on page 413• Service_Array, on page 416• Service_Array_Member, on page 418• Service_Five_Minute, on page 419• Service_Interval, on page 424• Service_Level_Threshold, on page 433• Service_Member, on page 434• Service_Real_Time, on page 435• Shift, on page 451• Skill_Group, on page 452• Skill_Group_Five_Minute, on page 456• Skill_Group_Interval, on page 460• Skill_Group_Member, on page 487• Skill_Group_Real_Time, on page 488• Skill_Target, on page 503• System_Capacity_Interval, on page 504• System_Capacity_Real_Time, on page 505• Termination_Call_Detail, on page 506• Termination_Call_Variable, on page 522• Translation_Route, on page 524• Translation_Route_Half_Hour, on page 525• Trunk, on page 527• Trunk_Group, on page 528• Trunk_Group_Five_Minute, on page 530• Trunk_Group_Half_Hour, on page 531• Trunk_Group_Real_Time, on page 532• User_Formula, on page 534


All Tables

• User_Formula_Equation, on page 535• User_Group, on page 536• User_Group_Member, on page 538• User_Security_Control, on page 539• User_Supervisor_Map, on page 539• User_Variable, on page 540• Version, on page 542• View_Column, on page 542• Vru_Currency, on page 544• Vru_Defaults, on page 545• Vru_Locale, on page 547• Vru_Port_Map, on page 548

Admin_Script_Schedule_MapThis table is in the Script category (see Script, on page 564). For database rules, see Script Tables, on page622.

Each row describes the schedule associated with an administrative script.

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

Related tables

• Master_Script, on page 273 (through MasterScriptID)

Table 1: Indexes for Admin_Script_Schedule_Map Table

index_keysindex_descriptionindex_name

MasterScriptID, SequenceNumberPrimary keyXPKAdmin_Script_Schedule_Map

Table 2: Fields in Admin_Script_Schedule_Map Table

Keys andNULLOption

Data TypeDescriptionName

NOTNULL

DBINTA bitmask specifying the days on which the scriptis executed.

To see values, see Days, on page 584.

DayFlags

NOTNULL

DBSMALLINTIndicates to which day of month the scheduleapplies.


DayOfMonth


All TablesAdmin_Script_Schedule_Map

Keys andNULLOption


NOTNULL

DBSMALLINTIn conjunction with DayType, the position of a daywithin a month.


DayPosition

NOTNULL

DBSMALLINTIndicates to which day the schedule applies.


DayType

NULLDESCRIPTIONAdditional information about the schedule.Description

NOTNULL

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

EndDay

NOTNULL

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

EndHour

NOTNULL

DBSMALLINTThe minute of the hour at which the scheduleexpires. The value is 0 if the schedule has no endtime.

EndMinute

NOTNULL

DBSMALLINTThemonth in which the schedule expires. The valueis 0 if the schedule has no end date.

EndMonth

NOTNULL

DBSMALLINTThe second of the minute at which the scheduleexpires. The value is 0 if the schedule has no endtime.

EndSecond

NOTNULL

DBINTThe year in which the schedule expires. The valueis 0 if the schedule has no end date.

EndYear

PK, FK

NOTNULL

DBINTThe scheduled administrative script.MasterScriptID

NOTNULL

DBSMALLINTIndicates to which month the schedule applies:

• 0 = Applies to every month

• 1-12 = Specifies the month of year

MonthOfYear

NOTNULL

DBSMALLINTThe granularity of the script frequency interval:

• 0 = hours

• 1 = minutes

• 2 = seconds

Recurrence

NOTNULL

DBINTSpecifies how many recurrence intervals occurbetween successive executions.

RecurrenceFreq


All TablesAdmin_Script_Schedule_Map

Keys andNULLOption


PK

NOTNULL

DBINTIndex for schedules associated with a specific masterscript.

SequenceNumber

NOTNULL

DBSMALLINTThe day of the month on which the schedule goesinto effect (1 through 31).

StartDay

NOTNULL

DBSMALLINTThe hour of the day at which the schedule goes intoeffect.

StartHour

NOTNULL

DBSMALLINTThe minute of the hour at which the schedule goesinto effect.

StartMinute

NOTNULL

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

StartMonth

NOTNULL

DBSMALLINTThe second of the minute at which the schedule goesinto effect.

StartSecond

NOTNULL

DBINTThe year in which the schedule goes into effectStartYear

NOTNULL

DBSMALLINTThe type of schedule.Type

AgentThis table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target,on page 570. To see database rules for these tables, see Skill Target Tables, on page 624.

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

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

Related Tables

• Agent_Attribute, on page 19 (through SkillTargetID)

• Agent_Desk_Settings, on page 20 (through AgentDeskSettingsID)

• Agent_Event_Detail, on page 26 (through SkillTargetID)

• Agent_Logout, on page 33 (through SkillTargetID)

• Agent_Real_Time, on page 34 (through SkillTargetID)

• Agent_State_Trace, on page 59 (through SkillTargetID)


All TablesAgent

• Agent_Team_Member, on page 69 (through SkillTargetID)

• Dialer_Detail, on page 209 (through PeripheralNumber)

• Peripheral, on page 294 (through PeripheralID)

• Person, on page 309 (through PersonID)

• Schedule, on page 390 (through ScheduleID)

• Skill_Group_Member, on page 487 (through SkillTargetID)

• Skill_Target, on page 503 (through SkillTargetID)

• Termination_Call_Detail, on page 506 (AgentSkillTargetID maps to Agent.SkillTargetID.SourceAgentSkillTargetID maps to Agent.SkillTargetID)

Table 3: Indexes for Agent Table


SkillTargetIDPrimary keyXPKAgent

PeripheralID, PersonIDUnique keyXAK1Agent_Map

PeripheralID, PeripheralNumberUnique keyXAK2Agent

AgentDeskSettingsIDInversion keyXIE2Agent

ScheduleIDInversion keyXIE3Agent

EnterpriseNameInversion keyXIE4Agent

DateTimeStampInversion keyXIE6Agent

Table 4: Fields in Agent Table

Keys andNULLOption


FK, IE-2

NULL

DBINTIdentifies the agent desk settings associated with theagent.

AgentDeskSettingsID

NOTNULL

DBCHARIndicates whether the software collects agent statetrace data for the agent:

• Y = Yes

• N = No

AgentStateTrace

NOTNULL

CHANGESTAMPIncremented when the record is changed in thecentral database.

ChangeStamp


All TablesAgent

Keys andNULLOption


NULLvarchar(255)A string of parameters the software sends to theperipheral to initialize the agent.

ConfigParam

NULLDBDATETIMERecords the date and time when the record wasadded/updated.

DateTimeStamp

NULLDBINTProvides different agents on the same peripheral theability to have calls reported against a unique defaultskill group. For all calls where the peripheral defaultskill group would normally be used (agent-initiatedoutbound calls, or inbound calls queued to an agentwhen a skill group is not provided), theDefaultSkillGroup would be used instead.

DefaultSkillGroup

NOTNULL

DBCHARDeleted Flag. Stored as a character:

• Y = Yes

• N = No

Deleted

NULLDBINTForeign key from Department. NULL for globaldepartment.

DepartmentID

NULLDESCRIPTIONAdditional information about the agent.Description

IE-4

NOTNULL

VNAME32An enterprise name for the agent that is uniquewithin the enterprise. You might form the name bycombining the agent's first and last name with thename of the peripheral.

In a Unified CCE deployment, this is the value thatappears in the Cisco Unified Intelligence CenterAgent Report Value List.

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

EnterpriseName

AK-1,AK-2, FK

NOTNULL

DBSMALLINTForeign key from the Peripheral table.PeripheralID

NULLVNAME32The name of the agent as known to the peripheral.PeripheralName

AK-2

NOTNULL

varchar(32)The agent's login ID assigned at the switch.PeripheralNumber


All TablesAgent

Keys andNULLOption


AK-1, FK

NOTNULL

DBINTForeign key from the Person table.PersonID

FK, IE-3

NULL

DBINTIdentifies an imported schedule associated with theagent.

ScheduleID

PK, FK

NOTNULL

DBINTAn identifier that is unique among all skill targetsin the enterprise.

SkillTargetID

NOTNULL

DBCHARIndicates whether an agent is a supervisor.

• Y = Yes, agent is a supervisor

• N = No, agent is not a supervisor

SupervisorAgent

NOTNULL

DBCHARIndicates whether the agent is a temporary agentcreated by the CallRouter:

• Y = Yes, created by the CallRouter

• N = No, not created by the CallRouter

TemporaryAgent

NOTNULL

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

UserDeletable

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

• 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 toan agent.

Note

Related Tables

• Agent, on page 16 (through SkillTargetID)

• Attribute, on page 86 (through AttributeID)


All TablesAgent_Attribute

Table 5: Indexes for Agent_Attribute Table


SkillTargetID, AttributeIDPrimary keyXPKAgent_Attribute

AttributeID, AttributeValueInversion keyXIE1Agent_Attribute

Table 6: Fields in Agent_Attribute Table

Keys andNULLOption


PK, IE-1

NOTNULL

DBINTForeign key to the Attribute table, and part of theprimary key.

AttributeID

IE-1

NULL

varchar(255)Value of this attribute.AttributeValue

NULLDESCRIPTIONDescriptionDescription

PK

NOTNULL

DBINTForeign key to the Agent table, and part of theprimary key.

SkillTargetID

Agent_Desk_SettingsThis table is part of the Skill Traget category (see Skill Target, on page 570). To see database rules for thesetables, see Skill Target Tables, on page 624.

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

Related tables

• Agent, on page 16 (through AgentDeskSettingsID)

• Peripheral, on page 294 (through AgentDeskSettingsID)

Table 7: Indexes for Agent_Desk_Settings Table


AgentDeskSettingsIDPrimary keyXPKAgent_Desk_Settings

EnterpriseNameUnique keyXAK1Agent_Desk_Settings


All TablesAgent_Desk_Settings

Table 8: Fields in Agent_Desk_Settings Table

Keys andNULLOption


NOTNULL

DBCHARIndicates if the agent can select which groups theyare logged on to.

AgentCanSelectGroup

PK

NOTNULL

DBINTA unique identifier for the agent desk settings.AgentDeskSettingsID

NOTNULL

DBCHARIndicates if calls to other agents are allowed:

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

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

AgentToAgentCallsAllowed

NOTNULL

DBCHARIndicates if calls to the agent are automaticallyanswered:

• Y = Yes, calls automatically answered.

• N = No, calls are not automatically answered.

AutoAnswerEnabled

NULLDBINTSpecifies whether to automatically record or notrecord when an emergency call request started:

• 0 = Do not automatically record

• 1 = Automatically record

AutoRecordOnEmergency

NOTNULL

DBCHARIndicates whether to automatically consider the agentavailable or not available after handling an incomingcall.

This field is not configurable.

AvailAfterIncoming

NOTNULL

DBCHARIndicates whether to automatically consider the agentavailable or not available after handling an outboundcall.

This field is not configurable.

AvailAfterOutgoing

NOTNULL


ChangeStamp

NULLDBDATETIMERecords the date and time at which the record wasadded / updated.

DateTimeStamp

NULLVNAME32Optional value to override the default port addressfor the agent telephony device.

DefaultDevicePortAddress



Keys andNULLOption



DepartmentID

NULLDESCRIPTIONAdditional information about the desk settings.Description

NULLDBINTIndicates whether Unified CCE creates a consultativecall or a blind conference call for an emergency callrequest:

• 0 = Consultative call

• 1 = Blind conference call

EmergencyCallMethod

AK-1

NOTNULL

VNAME32An enterprise name for the agent desk settings thatis unique within the enterprise.

EnterpriseName

NOTNULL

DBCHARIndicates if the agent must enter a reason beforeentering the Idle state:

• Y = Yes, agent must enter a reason.

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

IdleReasonRequired

NULLDBINTNumber of seconds on non-activity at the desktopafter which the software automatically logs out theagent.

LogoutNonActivityTime

NOTNULL

DBCHARIndicates if the agent must enter a reason beforelogging out:

• Y = Yes, agent must enter a reason.

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

LogoutReasonRequired

NOTNULL

DBINTReserved for future use.

Default value is 0.

MultilineAgentControl

NOTNULL

DBINTReserved for future use.

Default value is 0.

MultilineAgentStateBehavior

NOTNULL

DBCHARReserved for future use.NonACDCallsAllowed

NOTNULL

DBCHARIndicates if the agent can initiate international calls:

• Y = Yes, agent can initiate calls.

• N = No, agent cannot initiate calls.

OutboundAccessInternational



Keys andNULLOption


NOTNULL

DBCHARIndicates if the agent can initiate operator assistedcalls:



OutboundAccessOperatorAssisted

NOTNULL

DBCHARIndicates if the agent can initiate outbound PBXcalls:



OutboundAccessPBX

NOTNULL

DBCHARIndicates if the agent can initiate calls through theprivate network:



OutboundAccessPrivateNet

NOTNULL

DBCHARIndicates if the agent can initiate calls through thepublic network:



OutboundAccessPublicNet

NULLDBINTIndicates how frequently calls to the agent arerecorded.

QualityRecordingRate

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

RecordingMode

NOTNULL

DBSMALLINTDetermines how mobile agents who use this dialplan are handled.

Values are:

0 = local agent, no remote access allowed. This isthe 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 connectionat login.

RemoteAgentType



Keys andNULLOption


NOTNULL

DBCHARY or N.

If Y, mobile agent is permitted to login without adesktop.

RemoteLoginWithoutDesktop

NULLDBINTProvides the dialed number identifier for the newre-route destination in case of a ring-no-answer.

RingNoAnswerDialedNumberID

NULLDBINTNumber of seconds a call may ring at the agentstation before being redirected.

For Unified CCE deployments with CVP,configure Ring No Answer (RNA)timeout in CVP only. This removes therequirement to manually align therelevant CVP and Unified CCE timerconfiguration. If you configure Ring NoAnswer timeout on CVP, you need notconfigure RNA timeout in Unified CCE.To configure RNA time in CVP, see thePatterns for RNA timeout on outboundSIP calls section in the CVP OAMPconsole. After a CVP requery due to theRNA condition, once the call is revoked,the agent is transitioned to the not readystate. For non-CVP based Unified CCEdeployments, you must configure RNAtimeout in Unified CCE (using the AgentDesk Settings List Tool on the CCEAdministration Workstation).

Note

RingNoAnswerTime

NULLDBINTSpecifies whether an audio click sounds when silentmonitoring is started:

• 1 = An audible click sounds.

• 0 = An audible click does not sound.

SilentMonitorAudibleIndication

NULLDBINTSpecifies whether a warning message box appearson the agent's desktop when silent monitoring isstarted:

• 1 = A warning message box appears.

• 0 = A warning message box does not appear.

SilentMonitorWarningMessage



Keys andNULLOption


NULLDBINTIndicates whether Unified CCE Enterprise createsa consultative call or a blind conference call for thesupervisor assistance request:

• 0 = Consultative call

• 1 = Blind conference

SupervisorAssistCallMethod

NOTNULL

DBCHARIndicates if the agent can initiate supervisor assistedcalls:



SupervisorCallsAllowed

NULLDBINTSpecifies the auto wrap-up time out. The defaultvalue is 0 (auto wrap-up is disabled).

WorkModeTimer

NOTNULL

DBINTIndicates if the agent is allowed or required to enterwrap-up data after an inbound call:

• 0= Required

• 1 = Optional

• 2= Not allowed

• 3= Required with wrap-up data

WrapupDataIncomingMode

NOTNULL

DBINTIndicates if the agent is allowed or required to enterwrap-up data after an outbound call:

• 0= Required

• 1 = Optional

• 2= Not allowed

WrapupDataOutgoingMode

Agent_DistributionThis is one of the Peripheral Detail tables in the Device category. For more information, see Device, on page554. For database rules, see Device Tables, on page 619.

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

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


All TablesAgent_Distribution

Related tables


Table 9: Indexes for Admin_Distribution Table


AgentDistributionIDPrimary keyXPKAgent_Distribution

PeripheralID, DistributorSiteNameUnique keyXAK1Agent_Distribution

Table 10: Fields in Agent_Distribution Table

Keys andNULLOption


PK

NOTNULL

DBINTA unique identifier for the agent distribution.AgentDistributionID

NOTNULL

DBCHARThe flag that indicates to send Agent historical toHDS server filtered by peripheral. Default: Y

AgentHistoricalData

NOTNULL


ChangeStamp


DateTimeStamp

AK-1

NOTNULL

VNAME32The name of the Distributor site to which agent datais sent.

DistributorSiteName

NOTNULL

DBCHARIndicates whether to send agent data or not:

• Y = Yes, an agent can send data.

• N = No, an agent cannot send data.

Enabled

AK-1, FK

NOTNULL

DBSMALLINTThe peripheral from which agent data is sent.PeripheralID

Agent_Event_DetailThis table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 570). To seedatabase rules for these tables, see Skill Target Tables, on page 624.


All TablesAgent_Event_Detail

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

Displays agent LOGIN, LOGOUT, and NOT_READY events.

Related tables


• Media_Routing_Domain, on page 276 (through MRDomainID)

Table 11: Indexes for Agent_Event_Detail Table


DateTime, SkillTargetID, MRDomainID,TimeZone

Primary keyXPKAgent_Event_Detail

RecoveryKeyUnique keyXAK1Agent_Event_Detail

DbDateTimeInversion keyXIEIAgent_Event_Detail

Table 12: Fields in Agent_Event_Detail Table

Keys andNULLOption


PK

NOTNULL

DBDATETIMEThe date and time (in Central Controller local time)that the transition for the event occurred. For theNOT_READY event, the date and time (in CentralController local time) that the transition for the eventoccurred or the interval boundary occurred.

DateTime

IE-1

NULL

DBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column.

DbDateTime



Keys andNULLOption


NULLDBINTDuration in seconds associated with the EVENT:

LOGIN: Typically set to zero

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

NOT_READY: Number of seconds the agent wasin the NotReady State with respect to the MediaRouting Domain, from the last state change, inNOT_READY state with reason code change, orfrom 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

Duration

NULLDBINTEvent transition that occurred. This value representsthe event that is triggered and does not correlate withAgent State values.

• 1 = LOGIN Agent logged in to the MediaRouting Domain,

• 2 = LOGOUT Agent logged out of the MediaRouting Domain,

• 3 = NOT_READY Agent transitioned out ofthe NOT_READY state, changed reason codein NOT_READY state, or Agent remained inthe NOT_READY state during the intervalboundary.

Event

NOTNULL

DBDATETIMEDateTime (in Central Controller local time) whenthe agent initially logged into the Media RoutingDomain.

LoginDateTime

PK

NOTNULL

DBINTThe ID of the Media Routing Domain with whichthe event is associated.

MRDomainID



Keys andNULLOption


NULLDBINTThe ReasonCode associated with the event. SeeReason Codes, on page 598.

ReasonCode

AK-1

NOTNULL

DBFLT8A unique ID assigned to each record and usedinternally by the Unified ICM/Unified CCE softwareto track the record.

RecoveryKey

PK

NOTNULL

DBINTThe SkillTargetID of the agent.SkillTargetID

PK

NOTNULL

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

TimeZone

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

Table 13: Indexes for Agent_Interval Table


DateTime, SkillTargetID, Timezone,MRDomainID

Primary keyXPKAgent_Interval

Recovery KeyUnique keyXAK1Agent_Interval

DbDateTimeInversion keyXIE1Agent_Interval

Table 14: Fields in Agent_Interval Table

Keys andNULLOption


NULLDBINTTotal time, in seconds, the agent was in the NOT ACTIVE stateduring the reporting interval.

AvailTime


All TablesAgent_Interval

Keys andNULLOption


NULLDBINTThe number of seconds in the reporting interval that this agentwas available for this Media Routing Domain.

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

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

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

3. Only email tasks are interruptible, meaning that systemsoftware can assign agents another task while they areworking on an email. Voice calls, Blended Collaboration,and chat sessions cannot be interrupted.

4. The agent has not reached the maximum task limit for thisMRD. For voice calls and Blended Collaboration calls, thetask limit is always one task. For email and chat, themaximum task limit is configurable and can be more thanone task. The agent is considered eligible to be assignedemails or chat until the maximum task limit is reached forthat MRD.

AvailableInMRDTime

PK

NOTNULL

DBSMALLDATEThe Central Controller date and time at the start of the interval.DateTime

IE-1

NULL

DBDATETIMEThe current date and time stamp when the records are written tothe HDS database. The logger database has NULL for thiscolumn.

DbDateTime

NULLvarchar(32)The last extension the agent was logged in to during this interval.Extension

NULLDBINTTotal time, in seconds, the agent was logged in to this MediaRouting Domain during the reporting interval.

LoggedOnTime

PK

NOTNULL

DBINTIdentifies the Media Routing Domain.MRDomainID

NULLDBINTTotal time, in seconds, the agent was in the Not Ready state withrespect to this Media Routing Domain during the reportinginterval. (In the Not Ready state, agents are logged on, but arenot involved in any call handling activity, or available to handlea call.)

NotReadyTime

NULLDBINTIndicates how many non-ACD calls the agent answered on oneof the non-ACD lines. Only populated when Multiline feature isenabled.

NonACDLineCallsInCount



Keys andNULLOption


NULLDBINTIndicates how many non-ACD calls the agent initiated on one ofthe non-ACD lines. Only populated when Multiline feature isenabled.

NonACDLineCallsOutCount

NULLDBINTIndicates how much time the agent spent on non-ACD calls thatthe agent answered on the non-ACD lines. This time includesthe time from answered until the call ended. Only populated whenMultiline feature is enabled. Only applies to Unified CCE.

NonACDLineCallsInTime

NULLDBINTIndicates how much time the agent spent on non-ACD calls thatthe agent initiated on the non-ACD lines. This time includes thetime fromwhen the call was initiated until the call ended whetherthe call was answered. Only populated when Multiline featureis enabled. Only applies to Unified CCE.

NonACDLineCallsOutTime

AK-1

NOTNULL

DBFLT8A unique ID assigned to each record and used internally by theUnified ICM and Unified CCE Enterprise software to track therecord.

RecoveryKey

NULLDBINTThe value indicates half-hour boundary interval (0 to 47). Two15-minute interval records have unique half hour boundaryvalues.

ReportingHalfHour

NULLDBINTThis value indicates the period, in minutes, over which the routercalculates the Call Type and Call Type Skill Group data. Thevalid values are 30 (default) or 15.

ReportingInterval

NULLDBINTReserved for future use.Reserved1




NULLDBFLT4Reserved for future use.Reserved5

NULLDBINTThe number of seconds in the reporting interval that this agentwas routable for this MRD.

RoutableInMRDTime

NULLDBINTNumber of calls queued to the agent by the CallRouter that wereabandoned during the reporting interval. This field is valid onlyif calls are routed directly to an agent, by either theQueue-to-Agent node or the Send-to-Agent node in the routingscript.

RouterCallsAbandQ

NULLDBINTNumber of calls queued to the agent by the CallRouter duringthe reporting interval.

RouterQueueCalls



Keys andNULLOption


NULLDBINTThe count of calls routed or queued to the agent in the reportinginterval. This field is valid only if calls are routed directly to anagent, by either the Queue-to-Agent node or the Send-to-Agentnode in the routing script.

RouterCallsOffered

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

RouterCallsAband

NULLDBINTThis value is incremented when a call is dequeued from an agentand routed to another agent in the reporting interval. This fieldis valid only if calls are routed directly to an agent, by either theQueue-to-Agent node or the Send-to-Agent node in the routingscript.

RouterCallsDequeued

NULLDBINTFor systems that use the Router Requery feature, this is the countof requery events for the call in the reporting interval. For systemsusing Ring on No Answer (RONA), this is the count of TCDswith call disposition of DBCDF_REDIRECTED. If a system hasboth configurations, both events increment this field. This fieldis valid only if calls are routed directly to an agent, by either theQueue-to-Agent node or the Send-to-Agent node in the routingscript. This field is applicable to Unified CCE.

RouterCallsRedirected

NULLDBINTThe count of calls that the agent answers in this Skill Group inthe reporting interval. This field is valid only if calls are routeddirectly to an agent, by either the Queue-to-Agent node or theSend-to-Agent node in the routing script. This field is applicableto Unified CCE.

RouterCallsAnswered

NULLDBINTThe number of calls this agent handles during the reportinginterval. This reflects the number of calls that were sent to thisagent that have the Handled type of Call Disposition Flag value1. For systems that use the Router Requery feature, this is thecount of requery events for the call in the reporting interval. Thisfield is valid only if calls are routed directly to an agent, by eitherthe Queue-to-Agent node or the Send-to-Agent node in therouting script. This field is applicable to Unified CCE.

RouterCallsHandled

NULLDBINTThe number of calls that result in an error condition in thereporting interval. This field is valid only if calls are routeddirectly to an agent, by either the Queue-to-Agent node or theSend-to-Agent node in the routing script.

RouterError

PK

NOTNULL

DBINTIdentifies the agent.SkillTargetID



Keys andNULLOption


PK

NOTNULL

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

TimeZone

NULLDBINTTotal time, in seconds, the agent spent talking on internal callsduring the reporting interval. Only defined for voice media. Fornon-voice media, this is set to zero.

TalkOtherTime

Agent_LogoutThis table is one of the Agent Detail tables in the Skill Target categor (see Skill Target, on page 570). To seedatabase rules for these tables, see Skill Target Tables, on page 624.

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

Related Tables



Table 15: Indexes for Agent_Logout Table


LogoutDateTime, SkillTargetID, TimeZone,MRDomainID

Primary keyXPKAgent_Logout

RecoveryKeyUnique keyXAK1Agent_Logout

DbDateTimeInversion keyXIEAgent_Logout

Table 16: Fields in Agent_Logout Table

Keys andNULL Option


IE-1

NULL

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

DbDateTime

NULLvarchar (32)Extension the Agent was logged inExtension

NULLDBINTNumber of seconds the agent was logged in.LoginDuration


All TablesAgent_Logout

Keys andNULL Option


PK

NOT NULL

DBDATETIMECentral Controller date and time when the agent logged out.LogoutDateTime

PK

NOT NULL

DBINTThe identifier for the Media Routing Domain associated with theagent logout.

MRDomainID

NULLDBINTThe device target the agent was logged on to. This applies toUnified CCE agents only.

NetworkTargetID

NULLDBSMALLINTThe 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.

PhoneType

NULLDBINTReason code returned by the peripheral for the agent logout. SeeReason Codes, on page 598.

ReasonCode

AK-1

NOT NULL

DBFLT8A unique ID assigned to each record and used internally by theUnified ICM and Unified CCE Enterprise software to track therecord.

RecoveryKey

NULLvarchar(32)For a mobile agent working remotely, the current phone number.RemotePhoneNumber

PK

NOT NULL


PK

NOT NULL


TimeZone

Agent_Real_TimeThis table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target,on page 570. To see database rules for these tables, see Skill Target Tables, on page 624.

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

Related tables



All TablesAgent_Real_Time


• Precision_Queue, on page 313 (through PrecisionQueueID)

• Service, on page 413 (ServiceSkillTargetID maps to Service.SkillTargetID)

• Skill_Group, on page 452 (SkillGroupSkillTargetID maps to SkillGroup.SkillTargetID)

Table 17: Index - Agent_Real_Time Table


SkillTargetID, MRDomainIDPrimary keyXPKAgent_Real_Time

Table 18: Fields in Agent_Real_Time Table

Keys andNULLOption


NULLDBINTReserved for future use.AgentStatus

NULLDBINTThe current real time state of the agent with respectto this MRD.

To see Agent State values, see AgentState, on page580.

AgentState

NULLDBINTThe agent's availability status with respect to theMRD:

• 0 = Not Available

• 1 = ICM Available

• 2 = Application Available

AvailableInMRD

NULLDBINTThe number of tasks associated with this MRD onwhich this agent is currently working.

CallInProgress

NULLDBINTThe campaign ID for the campaign associated withthis call. This field is populated when the call isanswered by an agent.

This field is applicable to OutboundOption only

Note

CampaignID

NULLvarchar(32)The account number of the caller with whom theagent is speaking. This field is populated when thecall is answered by an agent.

This field is applicable to OutboundOption only.

Note

CustomerAccountNumber



Keys andNULLOption


NULLVTELNO20The phone number of the caller with whom the agentis speaking. This field is populated when the call isanswered by an agent.

This field is applicable to OutboundOption only.

Note

CustomerPhoneNumber

NOTNULL

DBDATETIMEThe Central Controller date and time at the start ofthe interval.

DateTime

NULLDBDATETIMEThe date and time of the agent last mode change inthis MRD.

An agent has a mode with respect to each MediaRouting Domain the agent is logged in to. Thesemodes are either routable or not routable.

If the mode is routable, the Unified ICM controlsthe agent and assigns tasks to the agent. When anagent is routable for anMRD, an application instance(for example: Unified EIM or Unified WIM) willnot allow the agent to work on a task unless UnifiedICM assigns the task.

If the mode is not routable, the application instance(for example: Unified EIM) controls the agent andassigns tasks to the agent. The software tracks theagent activity by monitoring Offer Task, Start Task,and other messages from the application thatdescribe the task the agent is working on.

For Unified EIM and Unified WIM, an agent modenever changes. Each agent is either always routableor always not routable for the Unified EIM andUnified WIM MRDs.

An agent mode is always routable with respect tothe voice MRD.

DateTimeLastModeChange

NULLDBDATETIMEDate and time of the agent's last state change in thisMRD.

DateTimeLastStateChange

NULLDBDATETIMEDate and time the agent logged on to this MRD.

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

DateTimeLogin



Keys andNULLOption


NULLDBDATETIMEThe date and time of the agent's last task levelchange in this MRD.

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

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

DateTimeTaskLevelChange

NULLDBINTDestination type of outbound call on which the agentis currently working:

• 0 = None

• 1 = ACD

• 2 = Direct

• 3 = For predictive and progressive mode OBcalls

• 4 = For outbound reservation call

• 5 = For Preview and Direct Preview mode OBcalls

Destination

NULLDBINTDirection of call on which the agent is currentlyworking:

• 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

Direction

NULLvarchar(32)Extension on which the agent is currently working.Extension

NULLDBINTReserved for future useFutureUseInt1



Keys andNULLOption






NULLDBINTThe maximum number of tasks associated with thisMedia Routing Domain on which this agent canwork simultaneously.

MaxTasks

PK, FK

NOTNULL

DBINTThe identifier for the Media Routing Domainassociated with this peripheral.

MRDomainID

FK

NULL

DBINTUnique identifier for the target.

This applies for Unified CCE agents only.Note

NetworkTargetID

NULLDBINTOnHold status of the agent:

• 0 = Call not on hold

• 1 = Call on hold

OnHold

NOTNULL

DBSMALLINTThe 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

PhoneType

NULLDBINTIdentifies the Precision Queue for the call on whichthe Agent is currently working otherwise the valuewill be 0.

PrecisionQueueID

NULLDBINTThis field is applicable to OutboundOption only.

NoteQueryRuleID

NULLDBINTCode received from the peripheral indicating thereason for the agent's last state change. See ReasonCodes, on page 598.

ReasonCode is supported for the NotReady and Logged Off agent states only.

Note

ReasonCode

NULLvarchar(32)For a mobile agent who is working remotely, currentphone number.

RemotePhoneNumber



Keys andNULLOption


NULLDBINTIndicates whether the agent has requested supervisorassistance:

• 1= Yes, the agent requested assistance.

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

This field is applicable to Unified CCE.Note

RequestedSupervisorAssist

NULLDBINTIndicates whether calls from the agent are routablewith 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 MediaRouting Domain the agent is logged in to. Thesemodes are either routable or not routable.

If calls in this mode are routable, the Unified ICMcontrols the agent and assigns tasks to the agent.When a call from an agent is routable for an MRD,an application instance (for example: Unified EIMor Unified WIM) will not allow the agent to workon a task unless Unified ICM assigns the task.

If a call from the mode is not routable, theapplication instance (for example: Unified EIM)controls the agent and assigns tasks to the agent. Thesystem software tracks the agent's task activity bymonitoring Offer Task, Start Task, and othermessages from the application that describe the taskon which the agent is working.

For Unified EIM andUnifiedWIM, an agent's modenever changes. A call from each agent is eitheralways routable or always not routable for theUnified EIM and Unified WIM MRDs.

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

Routable

NULLDBINTNumber of calls currently queued for the agent atthe CallRouter.

RouterCallsQueueNow

NULLDBDATETIMEThe time when the longest call in queue was queuedfor the agent.

RouterLongestCallQ



Keys andNULLOption


NULLDBINTIdentifies the service for the call on which the agentis 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 thisMRD,this field is the ID of the service associated with thattask.

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

Otherwise, this field is the ID of the serviceassociated with one of the tasks on which the agentis working.

ServiceSkillTargetID

NULLDBINTIdentifies the skill group for the call on which theagent 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 thisMRD,this field is the ID of the skill group associated withthat task.

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

Otherwise, this field is the ID of the skill groupassociated with one of the tasks on which the agentis working.

SkillGroupSkillTargetID

PK, FK

NOTNULL


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


All TablesAgent_Skill_Group_Interval

For blind conferences in Unified CCE with a Unified CCE System PG, this field is updated when the call thatwas blind conferenced to an IVR is subsequently answered by another agent. For this call scenario this fieldis not updated in Unified CCE with a Unified CCE System PG.

Note

Table 19: Indexes for Agent_Skill_Group_Interval Table


DateTime, SkillTargetID,SkillGroupSkillTargetID, PrecisionQueueID,Timezone

Primary keyXPKAgent_Skill_Group_Interval

RecoveryKeyUnique keyXAK1Agent_Skill_Group_Interval

DbDateTimeInversion keyXIE1Agent_Skill_Group_Interval

Table 20: Fields in Agent_Skill_Group_Interval Table

Keys andNULLOption


NULLDBINTDuring the reporting interval, the total number ofOutgoing calls that were abandoned while on hold.

AbandonHoldOutCalls

NULLDBINTDuring the reporting interval, the total number ofACD calls that abandoned while ringing at an agentposition. The value is incremented at the time thecall disconnects.

AbandonRingCalls

NULLDBINTDuring the reporting interval, the total ring timeassociated with ACD calls that were abandonedwhile alerting an agent's position. RingTime occursafter any DelayTime and LocalQTime. The value iscounted at the time the call disconnects, and thedatabase is updated every reporting.

AbandonRingTime

NULLDBINTDuring the reporting interval, the total number ofACD calls that were abandoned while being held atan agent position. This value is counted at the timethe call disconnects, and the database is updatedevery reporting.

AbandonHoldCalls



Keys andNULLOption


NULLDBINTThe total handle time, in seconds, for outboundACDcalls handled by an agent associated with this skillgroup that ended during the reporting interval.Handle time includes WorkTime, TalkTime, andHoldTime. The AgentOutCallsTime value includesthe time spent from the call being initiated by theagent to the time the agent completes after-call worktime for the call. The value is counted when theafter-call work time associated with the call (if any)is completed, and the database is updated everyreporting.

AgentOutCallsTime

NULLDBINTTotal talk time, in seconds, for outbound ACD callshandled by an agent associated with this skill groupthat ended during the reporting interval. The valueincludes the time spent from the call being initiatedby the agent to the time the agent begins after-callwork. The value is counted when the after-call-worktime associated with the call (if any) is completed,and the database is updated every reporting.

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

Note

AgentOutCallsTalkTime

NULLDBINTThe total number of outbound ACD calls made byan agent associated with this skill group that endedduring the reporting interval. The value is countedwhen any after-call work time associated with thecall is completed, and the database is updated everyreporting.

AgentOutCalls

NULLDBINTDuring the reporting interval, the total number ofoutbound ACD calls an agent associated with thisskill group ended and that were placed on hold atleast once during the life of the call. The value iscounted when the after-call work associated withthe call (if any) is completed, and the database isupdated every reporting.

AgentOutCallsOnHold

NULLDBINTDuring the reporting interval, the total number ofseconds outbound ACD calls were placed on holdby an agent associated with this skill group. Thisvalue updated in the database when after-call workassociated with the call (if any) is completed.

AgentOutCallsOnHoldTime

NULLDBINTNot currently supported.AgentTerminatedCalls



Keys andNULLOption


NULLDBINTThe sum of the answer wait times of all callsassociated to an agent in this skill group or precisionqueue answered during the reporting interval.AnswerWaitTime is updated at the time the call isanswered, and the database is updated at everyreporting interval.

In Unified ICM,AnswerWaitTime is calculated fromthe following fields in the Termination_Call_Detailtable:

• DelayTime

• LocalQTime

• RingTime

In Unified CCE, AnswerWaitTime is calculatedfrom the following fields in theTermination_Call_Detail table:

• DelayTime

• RingTime

• NetworkSkillGroupQTime

AnswerWaitTime

NULLDBINTAttribute 1 associated with the Precision Queue.AttributeID1










NULLDBINTTotal time in seconds an agent associated with thisskill group was in the Not_Active state with respectto this skill group during the reporting interval.AvailTime is included in the calculation ofLoggedOnTime.

AvailTime



Keys andNULLOption


NULLDBINTThe total number of AutoOut (predictive) calls madeby an agent associated with this skill group thatended during the reporting interval. The value iscounted when the after-call work time associatedwith the call (if any) has completed, and the databaseis updated every reporting.

AutoOutCalls

NULLDBINTThe total handle time, in seconds, for AutoOut(predictive) calls handled by an agent associatedwith this skill group that ended during the reportinginterval. Handle time includesWorkTime, TalkTime,and HoldTime. The AutoOutCallsTime valueincludes the time spent from the call being initiatedto the time the agent completes after-call work time.The value is counted when the after-call work timeassociated with the call (if any) has completed, andthe database is updated every reporting.

AutoOutCallsTime

NULLDBINTTotal talk time, in seconds, for AutoOut (predictive)calls handled by an agent associated with this skillgroup that ended during the reporting interval. Thisvalue includes the time spent from the call beinginitiated to the time the agent begins after-call work.It includes the HoldTime associated with the call.AutoOutCallsTalkTime is counted when theafter-call work time associated with the call (if any)has completed, and the database is updated everyreporting.

AutoOutCallsTalkTime

NULLDBINTDuring the reporting interval, the total number ofended AutoOut (predictive) calls that an agentassociated with this skill group have placed on holdat least once. The value is counted when theafter-call work time associated with the call (if any)has completed, and the database is updated everyreporting.

AutoOutCallsOnHold

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

AutoOutCallsOnHoldTime



Keys andNULLOption


NULLDBINTDuring the reporting interval, the number of callsassociated with an agent associated with the skillgroup barged in on either by the supervisor or bythe agent This field is applicable for Unified CCEonly.

BargeInCalls

NULLDBINTNumber of seconds an agent spent in the BusyOtherstate with respect to this skill group during thereporting interval. BusyOtherTime is included in thecalculation of LoggedOnTime.

BusyOtherTime

NULLDBINTNumber of seconds the agent spent processingcallbackmessages during the reporting interval. Thisfield applicable only to the Aspect ACD.

CallbackMessagesTime

NULLDBINTNumber of callbackmessages processed by the agentduring the reporting interval. This field applicableonly to the Aspect ACD.

CallbackMessages

NULLDBINTNumber of routed calls answered by an agentassociated with this skill group during the giveninterval. CallsAnswered is incremented in theinterval where the call is answered, as opposed toCallsHandled which is incremented in the intervalwhere the call ends.

With the existence of a network VRU, ina Unified CCE deployment with aUnified CCE System PG, this value doesnot include time spent in the networkVRU.

Note

CallsAnswered

NULLDBINTThe number of inbound ACD calls that have beenanswered and have completed wrap-up by agents inthe skill group during the reporting interval.

A handled call is:

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

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

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

Note

CallsHandled



Keys andNULLOption


NULLDBINTThe number of consultative calls an agent associatedwith this skill group that ended in the reportinginterval. The count is counted when the after-callwork time associated with the consultative call (ifany) is completed, and the database is updated everyreporting.

ConsultativeCalls

NULLDBINTDuring the reporting interval, the number of secondsagents spent handling consultative calls with at leastone ACD call on hold. The value is counted whenthe after-call work time associated with theconsultative call (if any) has completed, and thedatabase is updated every reporting.

ConsultativeCallsTime

NULLDBINTThe number of agent initiated consult calls for thisinterval that were external from the switch.

ConsultOutCalls

NULLDBINTThe time the agent spent on consult outbound calls.ConsultOutCallsTime

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

ConferencedInCalls

NULLDBINTDuring the reporting interval, the number of secondsthat an agent spent on conference calls that the agentinitiated. This includes time spent on both ACD andnon-ACD conference calls initiated by the agent.The value is counted when the agent drops off thecall or the call becomes a simple two-party call, andthe database is updated every reporting.

ConferencedInCallsTime

NULLDBINTDuring the reporting interval, the number ofconference calls the agent initiated. The conferencedout calls includeACD and non-ACD calls. The countof ConferencedOutCalls is counted when the agentdrops off the call or the call becomes a simpletwo-party call, and the database is updated everyreporting.

ConferencedOutCalls

NULLDBINTDuring the reporting interval, the number of secondsthat an agent spent on conference calls that the agentinitiated. This includes time spent on both ACD andnon-ACD conference calls initiated by the agent.The value is counted when the agent drops off thecall or the call becomes a simple two-party call, andthe database is updated every reporting.

ConferencedOutCallsTime



Keys andNULLOption


PK

NOTNULL

DBSMALLDATEThe date and time at the start of the reportinginterval.

DateTime

IE-1

NULL

DBDATETIMEThe current date and time stamp when the recordsare written to the Historical Data Server (HDS)database. The logger database has NULL for thiscolumn.

DbDateTime

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

This field is applicable for Unified CCEonly.

Note

EmergencyAssists

NULLDBINTThe number of seconds that an agent spent inTalkTime for the handled calls that are associatedwith a skill group and that ended in this 15-minuteor half-hour interval.

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

Note

HandledCallsTalkTime

NULLDBINTThis field only applies to configured skill groups.The number of seconds an agent spent answeringthe call (including the time the call was on hold) tothe time the agent completed the after-call workassociated with the call.

HandledCallsTime = HandledCallsTalkTime +HoldTime +(WorkNotReadyTime/WorkReadyTime)

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

Note

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

Note

HandledCallsTime

NULLDBINTNumber of seconds where all calls to the agent areon hold during the reporting interval. HoldTime iscounted only while the agent is doing no othercall-related activity. HoldTime is included in thecalculation of LoggedOnTime.

HoldTime



Keys andNULLOption


NULLDBINTTotal number of seconds that inbound ACD callsthat an agent associated with this skill group placedon hold that ended during the reporting interval. Thevalue is counted when the after-call work timeassociated with the call (if any) is completed, andthe database is updated every reporting.

IncomingCallsOnHoldTime

NULLDBINTThe total number of inboundACD calls that an agentassociated with this skill group placed on hold atleast once during the reporting interval. The valueis counted when the after-call work time associatedwith the call (if any) is completed, and the databaseis updated every reporting.

IncomingCallsOnHold

NULLDBINTThe total number of seconds an agent spent on holdin an internal call associated with this skill groupthat ended during the reporting interval. The valueis counted when the after-call work time associatedwith the call (if any) is completed, and the databaseis updated every reporting.

InternalCallsOnHoldTime

NULLDBINTDuring the reporting interval, the total number ofinternal calls that an agent associated with this skillgroup ended in this reporting that were placed onhold. The value is counted when the after-call worktime associated with the call (if any) is completed,and the database is updated every reporting.

InternalCallsOnHold

NULLDBINTThe total number of seconds spent on internal callsassociated with this skill group that were receivedby an agent that ended in the reporting interval. Thevalue is counted when the after-call work timeassociated with the call (if any) is completed, andthe database is updated every reporting.

InternalCallsRcvdTime

NULLDBINTNumber of internal calls associated with this skillgroup that were received by an agent and that endedduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting.

InternalCallsRcvd

NULLDBINTTotal number of seconds an agent associated withthis skill group spent on internal calls that endedduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting.

InternalCallsTime



Keys andNULLOption


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

InternalCalls

NULLDBINTThe number of seconds during which all calls to theagent are in interrupted state during the reportinginterval.

InterruptedTime

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

InterceptCalls

NULLDBINTTotal time, in seconds, an agent associated with thisskill group was logged on during the reportinginterval.

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

LoggedOnTime



Keys andNULLOption


NULLDBINTThe number of calls that the supervisor silentlymonitored.


Note

MonitorCalls

NULLDBINTDuring the reporting interval, the number of Networkconsultative calls completed by agents with at leastone call on hold. The count is counted when theafter-call work time associated with the consultativecall (if any) is completed, and the database is updatedevery reporting.

NetConsultativeCalls

NULLDBINTDuring the reporting interval, the number of secondsagents spent handling a Network consultative callwith at least one call on hold. The value is countedwhen the after-call work time associated with theconsultative call (if any) is completed, and thedatabase is updated every reporting.

NetConsultativeCallsTime

NULLDBINTDuring the reporting interval, the number of Networkconference calls the agent initiated. The count ofNetConferencedOutCalls is counted when the agentdrops off the call or the call becomes a simpletwo-party call, and the database is updated everyreporting.

NetConferencedOutCalls

NULLDBINTDuring the reporting interval, the number of secondsthe agent spent on Network conference calls thatthey initiated. This only includes time spent onNetwork conference calls initiated by the agent. Thevalue includes any HoldTime for the call. Thisdatabase element uses ConferenceTime from theTermination_Call_Detail table. The value is countedwhen the agent drops off the call or the call becomesa simple two-party call, and the database is updatedevery reporting.

NetConfOutCallsTime

NULLDBINTNumber of calls Network (Blind and Consultative)transferred out by the agent during the reportinginterval. The value is updated at the time the agentcompletes the transfer of the call.

NetTransferredOutCalls

NULLDBINTTotal seconds an agent was in the Not Ready statewith respect to this skill group during the reportinginterval. NotReadyTime is included in thecalculation of LoggedOnTime.

NotReadyTime



Keys andNULLOption


PK

NULL

DBINTTogether with SkillTargetID of the Agent identifiesthe Precision Queue Member. For Skill Group onlyAgents, the value is NULL.

PrecisionQueueID

NULLDBINTTotal number of outbound Preview calls made byan agent associated with this skill group that endedduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) has completed, and the database isupdated every reporting.

PreviewCalls

NULLDBINTTotal handle time, in seconds, for Outbound Previewcalls handled by an agent associated with this skillgroup that ended during the reporting interval.Handle time includes WorkTime, TalkTime, andHoldTime. The PreviewCallsTime value includesthe time spent from the call being initiated to thetime the agent completes after-call work time. Thevalue is counted when the after-call work timeassociated with the call (if any) has completed, andthe database is updated every reporting.

PreviewCallsTime

NULLDBINTTotal talk time, in seconds, for outbound Previewcalls handled by an agent associated with this skillgroup that ended during the reporting interval. Thisvalue includes the time spent from the call beinginitiated to the time the agent begins after-call work.It therefore includes the HoldTime associated withthe call. PreviewCallsTalkTime is counted when theafter-call work time associated with the call (if any)has completed, and the database is updated everyreporting.

PreviewCallsTalkTime

NULLDBINTThe total number of ended outbound Preview callsthat an agent associated with this skill group haveplaced on hold at least once during the reportinginterval. The value is counted when the after-callwork time associated with the call (if any) hascompleted, and the database is updated everyreporting.

PreviewCallsOnHold

NULLDBINTThe total number of seconds outbound Preview callsthat were placed on hold by agents associated withthis skill group during the reporting interval. Thevalue is counted when the after-call work associatedwith the call (if any) has completed, and the databaseis updated every reporting.

PreviewCallsOnHoldTime



Keys andNULLOption


AK-1

NOTNULL

DBFLT8A unique ID assigned to each record and usedinternally by the Unified ICM or Unified CCEsoftware to track the record.

RecoveryKey

NULLDBINTThe value indicates Half Hour boundary interval (0- 47). Two 15-minute interval records have a uniquehalf hour boundary value.

ReportingHalfHour

NULLDBINTContains the Reporting interval, in minutes, forHistorical reporting. Valid values are 15 and 30(default).

ReportingInterval

NULLDBINTDuring the reporting interval, the number of ACDcalls to the skill group that rang at an agent's terminaland redirected on failure to answer. The value iscounted at the time the call is diverted to anotherdevice, and the database is updated every reporting.

RedirectNoAnsCalls

NULLDBINTDuring the reporting interval, the number of secondsACD calls to the skill group rang at an agent'sterminal before being redirected on failure to answer.The value is counted at the time the call is divertedto another device, and the database is updated everyreporting.

RedirectNoAnsCallsTime

NULLDBINTHow long an agent is in Reserved state. This iscounted using Agent State.

ReservedStateTime

NULLDBINTFor Outbound Option, the number of reservationcalls received by an agent in this skill group duringthe reporting interval.

ReserveCalls

NULLDBINTFor Outbound Option, the time during the reportinginterval that an outbound agent in this skill groupspent on reservation calls waiting for the Campaigncustomer call to be delivered. This includes previewtime for Preview, Direct Preview, and PersonalCallback calls.

ReserveCallsTime

NULLDBINTFor Outbound Option, the talk time for an agent inthis skill group on reservation calls during thereporting interval. This is calculated using Call State.

ReserveCallsTalkTime

NULLDBINTFor Outbound Option, the number of reservationcalls for an agent in this skill group placed on holdduring the reporting interval.

ReserveCallsOnHold



Keys andNULLOption


NULLDBINTFor Outbound Option, the time that reservation callsfor an agent in this skill group are on hold duringthe reporting interval.

ReserveCallsOnHoldTime






NULLDBINTDuring the reporting interval, the number of callsanswered by an agent associated with this skill groupwhere the duration of the calls falls short of theAnsweredShortCalls threshold. You might chooseto factor these calls out of handle time statistics.Inbound ACD short calls are counted as Handled.AGENT_INSIDE short calls are counted asInternalCallsRcvd.

ShortCalls

PK

NOTNULL

DBINTTogether with SkillTargetID identifies the skillgroup member.


PK

NOTNULL

DBINTThe SkillTargetID of the agent. Together withSkillGroupSkillTargetID identifies the skill groupmember.

SkillTargetID

NULLDBINTNumber of seconds agents associated with this skillgroup spent on supervisor-assisted calls during thereporting interval. The value is counted when thesupervisor-assisted call completes, and the databaseis updated every reporting.


Note

SupervAssistCallsTime

NULLDBINTNumber of calls for which an agent receivedsupervisor assistance during the reporting interval.The value is counted when the supervisor-assistedcall completes, and the database is updated everyreporting.

SupervAssistCalls



Keys andNULLOption


NULLDBINTNumber of seconds an agent associated with thisskill group spent talking on inbound ACD calls(neither internal nor outbound) during the reportinginterval. TalkInTime is included in the calculationof TalkTime and LoggedOnTime.

TalkInTime

NULLDBINTNumber of seconds that an agent in the skill groupspent talking on other calls (neither inbound oroutbound) during the reporting interval. Examples:agent-to-agent transfers and supervisor calls.TalkOtherTime is included in the calculation ofTalkTime and LoggedOnTime.

TalkOtherTime

NULLDBINTNumber of seconds an agent associated with thisskill group spent talking on external outbound orconsultive transfer calls during the reporting interval.TalkOutTime is included in the calculation ofTalkTime and LoggedOnTime.

TalkOutTime

PK

NOTNULL


TimeZone

NULLDBINTNumber of seconds an agent associated with thisskill group spent handling transferred in calls thatended during the reporting interval. The value iscounted when the after-call work time associatedwith the call (if any) is completed, and the databaseis updated every reporting.

TransferredInCallsTime

NULLDBINTNumber of calls transferred into the skill groupduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting.

TransferredInCalls

NULLDBINTNumber of calls transferred out by the agent duringthe reporting interval. The value is updated at thetime the agent completes the transfer of the call.

TransferredOutCalls

NULLDBINTThe number of seconds the agent spent talking onAutoOut (predictive) calls during the reportinginterval. TalkAutoOutTime is included in thecalculation of LoggedOnTime.

TalkAutoOutTime



Keys andNULLOption


NULLDBINTThe number of seconds the agent spent talking onoutbound Preview calls during the reporting interval.TalkPreviewTime is included in the calculation ofLoggedOnTime.

TalkPreviewTime

NULLDBINTThis is how long an agent is in Talking state sincethe reservation call is connected to the agent. Thisis counted using Agent State.

TalkReserveTime

NULLDBINTTotal time in seconds an agent associated with thisskill group was in the Work Not Ready state duringthe reporting interval. WorkNotReadyTime isincluded as in the calculation of LoggedOnTime.

WorkNotReadyTime

NULLDBINTTotal seconds an agent in the skill group was in theWork Ready state for tasks associated with this skillgroup that ended during the reporting interval.WorkReadyTime is included in the calculation ofLoggedOnTime.

WorkReadyTime

NULLDBINTDuring the reporting interval, the number of callscoached either by the supervisor or by the agent.

WhisperCalls

Agent_Skill_Group_LogoutThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

Each row provides information about a single login session for a member of a skill group. If an individualagent 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, on page 487 (SkillTargetID + SkillGroupSkillTargetID maps toSkill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

Table 21: Indexes for Agent_Skill_Group_Logout Table


LogoutDateTime, SkillTargetID,SkillGroupSkillTargetID, TimeZone

Primary keyXPKAgent_Skill_Group_Logout

RecoveryKeyUnique keyXAK1Agent_Skill_Group_Logout


All TablesAgent_Skill_Group_Logout


DbDateTimeInversion keyXIE1Agent_Skill_Group_Logout

Table 22: Fields in Agent_Skill_Group_Logout Table

Keys andNULLOption


IE-1

NULL

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

DbDateTime

NULLDBINTNumber of seconds the agent was logged in to the skill group.LoginDuration

PK

NOTNULL

DBDATETIMEDate and time when the agent logged out of the skill group.LogoutDateTime

NULLDBINTReason code returned by the peripheral for the agent logout. SeeReason Codes, on page 598.

ReasonCode

AK-1

NOTNULL

DBFLT8A unique ID assigned to each record and used internally by theUnified ICM or Unified CCE software to track the record.

RecoveryKey

PK, FK

NOTNULL

DBINTTogether with SkillTargetID identifies the skill group member.SkillGroupSkillTargetID

PK, FK

NOTNULL

DBINTThe SkillTargetID of the agent. Together withSkillGroupSkillTargetID identifies the skill group member.

SkillTargetID

PK

NOTNULL


TimeZone

Agent_Skill_Group_Real_TimeThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

Local database only.

Each row provides real-time statistics for a member of a skill group. If an individual agent is a member ofmultiple 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.


All TablesAgent_Skill_Group_Real_Time

Related tables

• Skill_Group_Member, on page 487 (SkillTargetID + SkillGroupSkillTargetID maps toSkill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)


Table 23: Index for Agent_Skill_Group_Real_Time Table


SkillTargetID, SkillGroupSkillTargetIDPrimary keyXPKAgent_Skill_Group_Real_Time

Table 24: Fields in Agent_Skill_Group_Real_Time Table

NULLDBINTThe current real time state of the agent. To see thelist of Agent States, see AgentState, on page 580.

AgentState

NULLDBINTAttributeID1 of the agent associated with thePrecision Queue.

AttributeID1


AttributeID2


AttributeID3


AttributeID4


AttributeID5


AttributeID6


AttributeID7


AttributeID8


AttributeID9


AttributeID10

NULLDBINTThe number of tasks currently associated with thisskill group.

CallsInProgress

NOTNULL

DBDATETIMEThe Central Controller date and time at the start ofthe interval.

DateTime



NULLDBDATETIMEDate and time of the agent's last state change.DateTimeLastStateChange

NULLDBDATETIMEDate and time the agent logged into the skill group.DateTimeLogin


FutureUseInt1

(Listed in database view asAttributeID6)


FutureUseInt2



FutureUseInt3



FutureUseInt4



FutureUseInt5


NULLDBINTThe precision queue ID of which the agent is amember. For skill group only agents, the value isNULL.

PrecisionQueueID

NULLDBINTThe priority of the agent in the skill group.Priority

NULLDBINTCode received from the peripheral indicating thereason for the agent's last state change. See ReasonCodes, on page 598.

ReasonCode is supported for the NotReady and Logged Off agent states only.

Note

ReasonCode

PK, FK

NOTNULL

DBINTTogether with SkillTargetID identifies the skillgroup member. For precision queue only agents, thevalue is the SkillTargetID for internal PQ skill group.


PK, FK

NOTNULL

DBINTThe SkillTargetID of the agent. Together withSkillGroupSkillTargetID identifies the skill groupmember.

SkillTargetID



Agent_State_TraceThis table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 570). To seedatabase rules for these tables, see Skill Target Tables, on page 624.

Each row describes a change of state for an agent. By examining Agent State Trace rows you can trace all thestate 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 candegrade performance. To optimize performance, extract the data from the HDS into your own custom databaseon a separate server (one that is not used for other Unified ICM or Unified CCE components). Use onlyDBDateTime (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


DateTime, SkillTargetID, TimeZone,MRDomainID

Primary keyXPKAgent_State_Trace

RecoveryKeyUnique keyXAK1Agent_State_Trace

DbDateTimeInversion keyXIE1Agent_State_Trace

Table 26: Fields in Agent_State_Trace Table

Keys andNULLOption


NULLDBINTThe new agent state. To see the list of Agent States,see AgentState, on page 580.

AgentState

PK

NOTNULL

DBDATETIMEThe date and time at which the state changeoccurred.

DateTime

IE-1

NULL

DBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column

DbDateTime

NULLDBINTThe direction for talking states.Direction


All TablesAgent_State_Trace

Keys andNULLOption


NOTNULL

DBINTEventName



Keys andNULLOption


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



Keys andNULLOption


31 = PRE_CALL_TIMEOUT

NULLDBINTA unique number generated at the PeripheralGateway. Values are reused after about 250 millioncalls.

ICRCallKey

PK, FK

NOTNULL

DBINTThe date and time at which the state changeoccurred.

MRDomainID

NULLDBINTKey assigned by the peripheral to the call associatedwith the event.

PeripheralCallKey

NULLDBINTCode received from the peripheral indicating thereason for the state change. See Reason Codes, onpage 598.

ReasonCode

AK-1

NOTNULL


RecoveryKey

NULLDBINTThis field is not set for calls.

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

RouterCallKey



RouterCallKeyDay



RouterCallKeySequenceNumber

PK, FK

NOTNULL




Keys andNULLOption


PK

NOTNULL


TimeZone

Agent_Targeting_RuleThis table is in the Device category (see Device, on page 554). To see database rules for these tables, seeDevice Tables, on page 619.

The table decribes the basic rules for routing calls to agents

Related tables

• Agent_Targeting_Rule_Member, on page 66 (through AgentTargetingRuleID)

• Agent_Targeting_Rule_Range, on page 67 (through AgentTargetingRuleID)

• Peripheral, on page 294 (through EnterpriseName)

Table 27: Indexes for Agent_Targeting_Rule Table


AgentTargetingRuleIDPrimary keyXPKAgent_Targeting_Rule

EnterpriseNameUnique keyXAK1Agent_Targeting_Rule

Table 28: Fields in Agent_Targeting_Rule Table

Keys andNULLOption


PK

NOTNULL

DBINTThe ID for a specific Agent Targeting Rule.AgentTargetingRuleID

NOTNULL


ChangeStamp


DateTimeStamp


All TablesAgent_Targeting_Rule

Keys andNULLOption


NOTNULL

DESCRIPTIONUse to note information about the Agent TargetingRule.

Description

AK-1

NOTNULL

VNAME32A logical name you enter to assist you in identifyingthe Agent Targeting Rule.

EnterpriseName

NOTNULL

VARCHARExpression string for use if needed by an AgentTargeting Rule.

Applicable for type 2 Agent Targeting Rules only.

Expression

NOTNULL

DBINTThe peripheral to whose agents the Agent TargetingRule applies.

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

PeripheralID



Keys andNULLOption


NOTNULL

DBINTDefines 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 inthe PreCall and Connect messages. No label isneeded, but the agent's extension is included asthe label. (This rule is already in use fornon-voice routing.)

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

• Type 2 - Simple Substitution Label

An expressionmust be supplied which containsa series of exclamation points, such as978497!!!!. The exclamation points are replacedwith the agent's extension. If necessary, leadingzeroes are supplied, or leading digits deleted,so that length of the extension matches thenumber of exclamation points.

• Type 3 - Translation Route

A translation route is used to move the call.This is potentially a very powerful feature, asit allows pre-routing of calls directly to an agentwithout requiring Direct Inward Dialing (DID)to all agents. Translation routes require thegeneration of a second label, used to target theagent from the peripheral local routing client.

The rule mechanism is applied recursively togenerate this label. This means the CallRoutergenerates a label that allows the call to betranslation routed to the PG. The CallRouteralso generates a label for the PG to target theagent.

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

RuleType



Keys andNULLOption


NULL forAgentTargetingRule types1 and 2.

NOTNULL(Required)for AgentTargetingRule type 3.

DBINTThe TranslationRouteID must reference aTranslation_Route entry where theLogicalInterfaceControllerID is the same as thePeripheralID.

TranslationRouteID

Agent_Targeting_Rule_MemberThis table is in the Device category (see Device, on page 554). To see database rules for these tables, seeDevice Tables, on page 619.

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

Related tables

• Agent_Targeting_Rule, on page 63 (through AgentTargetingRuleID)

• Routing_Client, on page 379 (through RoutingClientID)

Table 29: Indexes for Agent_Targeting_Rule_Member


AgentTargetingRuleID, RoutingClientIDPrimary keyXPKAgent_Targeting_Rule_Member

Table 30: Fields in Agent_Targeting_Rule_Member

Keys andNULLOption


PK

NOTNULL

DBINTThe ID of a specific Agent Targeting Rule.AgentTargetingRuleID

PK

NOTNULL

DBSMALLINTThe ID of any routing client associated with theAgent Targeting Rule.

RoutingClientID


All TablesAgent_Targeting_Rule_Member

Agent_Targeting_Rule_RangeThis table is in the Device category (see Device, on page 554). To see database rules for these tables, seeDevice Tables, on page 619.

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

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

Note

Related tables

• Agent_Targeting_Rule, on page 63 (through AgentTargetingRuleID)

Table 31: Indexes for Agent_Targeting_Rule_Range


AgentTargetingRuleRangeID,AgentTargetingRuleID

Primary keyXPKAgent_Targeting_Rule_Range

Table 32: Fields in Agent_Targeting_Rule_Range

Keys andNULLOption


PK

NOTNULL

DBINTThe ID for a specific Agent Targeting Rule.AgentTargetingRuleID

PK

NOTNULL

DBINTThe ID for an extension range associated with aspecific Agent Targeting Rule.

AgentTargetingRuleRangeID

NULLVARCHARDefines the high extension to which the AgentTargeting Rule applies.

HighExtension

NULLVARCHARDefines the low extension to which the AgentTargeting Rule applies.

LowExtension

Agent_TeamThis table is in the Skill Target category. For more information, see Skill Target, on page 570 category. Forthe database rules for these tables, see Skill Target Tables, on page 624.


All TablesAgent_Targeting_Rule_Range

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

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

Related Tables

• Agent, on page 16 (through PriSupervisorSkillTargetID)

• Agent_Team_Member, on page 69 (through AgentTeamID)

Table 33: Indexes for Admin_Script_Schedule_Map Table


AgentTeamIDPrimary keyXPKAgent_Team

EnterpriseNameUnique keyXAK1Agent_Team

PriSupervisorSkillTargetIDInversion keyXIF112Agent_Team

Table 34: Fields in Admin_Script_Schedule_Map Table

Keys andNULLOption


PK, FK

NOTNULL

DBINTA unique identifier for the agent team.AgentTeamID

NOTNULL


ChangeStamp


DateTimeStamp


DepartmentID

NULLDESCRIPTIONAdditional information about the agent team.Description

NULLDBINTThe dialed number identifier for the agent team.DialedNumberID

AK-1

NOTNULL

VNAME32An enterprise name for the agent team that is uniqueamong all agent teams in the enterprise.

EnterpriseName

FK NOTNULL

DBSMALLINTIdentifies the peripheral with which the team isassociated.

PeripheralID


All TablesAgent_Team

Keys andNULLOption


IE-1, FK

NULL

DBINTThe agent who is the primary supervisor for theteam.

PriSupervisorSkillTargetID

Agent_Team_MemberThis table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 570). To seedatabase rules for these tables, see Skill Target Tables, on page 624.

This table specifies the mapping of agents to agent teams.

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

Related Tables


• Agent_Team, on page 67 (through AgentTeamID)

Table 35: Indexes for Agent_Team_Member Table


AgentTeamID, SkillTargetIDPrimary keyXPKAgent_Team_Member

SkillTargetIDUnique keyXAK1Agent_Team_Member

AgentTeamIDInversion keyXIE1Agent_Team_Member

Table 36: Fields in Agent_Team_Member Table

Keys andNULLOption


PK, FK,IE-1

NOTNULL

DBINTIdentifies the agent team.AgentTeamID

FK, AK-1

NOTNULL



All TablesAgent_Team_Member

Agent_Team_SupervisorThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

This table specifies the mapping of supervisors and agent teams.

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

Table 37: Indexes for Agent_Team_Supervisor Table


AgentTeamID, SupervisorSkillTargetIDPrimary keyXPKAgent_Team_Supervisor

Table 38: Fields in Agent_Team_Supervisor Table

Keys andNULLOption


PK

NOTNULL

DBINTIdentifies the agent team.AgentTeamID

PK

NOTNULL

DBINTIdentifies the SkillTargetID of the supervisor.SupervisorSkillTargetID

AnnouncementThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

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

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

Related Tables

• Network_Target, on page 281 (through NetworkTargetID)

Table 39: Indexes for Announcement Table


NetworkTargetIDPrimary keyXPKAnnouncement

EnterpriseNameUnique keyXAK1Announcement


All TablesAgent_Team_Supervisor

Table 40: Fields in Announcement Table

Keys andNULLOption


NOTNULL

DBSMALLINTAn integer value indicating the type of theannouncement.

AnnouncementType

NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the announcement.Description

AK-1

NOTNULL

VNAME32An enterprise name for this announcement. Thisname must be unique among all announcements inthe enterprise.

EnterpriseName

PK, FK

NOTNULL

DBINTForeign key from the Network Target table.NetworkTargetID

Application_EventThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

Central database only.

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

Table 41: Indexes for Application_Event Table


RecoveryKeyPrimary keyXPKApplication_Event

CentralControllerFileTimeInversion keyXIE1Application_Event

MessageIdInversion keyXIE2Application_Event


All TablesApplication_Event

Table 42: Fields in Application_Event Table

Keys andNULLOption


NULLimageOptional event binary data.BinData

NULLVNAME32The type of message.Category

NOTNULL

DBDATETIMEFile Time event was processed at the CentralController.

CentralControllerFileTime

NOTNULL

DBINTTime zone at the Central Controller. The value isthe offset in minutes from UTC (formerly calledGMT).

CentralControllerTimeZone

NOTNULL

DBINTVirtual Time event was processed at the CentralController.

CentralControllerVirtualTime

NOTNULL

DBINTThe customer ID.CustomerId

NULLDBINTOptional event DWORD.Dword1





NOTNULL

DBINTMessage ID from message compiler.MessageId

NULLDESCRIPTIONContents of message.MessageString

NOTNULL

VNAME32Name of the process that originated the event.ProcName

NOTNULL

DBINTCurrently not used, set to zero (0).RecoveryDay

AK-1

NOTNULL


RecoveryKey

NULLvarchar(16)The level of the message.Severity

NOTNULL

DBCHARSide of event originator:

A or B = paired processes

Side



Keys andNULLOption


NOTNULL

DBDATETIMEFile time event was generated (originator's time).SourceFileTime

NULLVNAME32Name of the node that generated the event.SourceSystemName

NOTNULL

DBINTVirtual time event was generated (originator's time).SourceVirtualTime

NOTNULL

DBINTStatus code value.StatusCode

NULLDESCRIPTIONString associated with the status code.StatusCodeString

NOTNULL

DBSMALLINTClassification of the value in StatusCode field.StatusCodeType

NULLvarchar(240)Optional event string.String1





NOTNULL

DBSMALLINTDMP system ID of the event originator. For aCallRouter or Logger, this value is always 0.

SystemId

NOTNULL

DBSMALLINTThe 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

SystemType

NOTNULL

DBSMALLINTEMS version number.VersionNum



Application_GatewayThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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

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

Related Tables

• Application_Gateway_Connection, on page 75 (through ApplicationGatewayID)

• ICR_Instance, on page 248 (through ICRInstanceID)

Table 43: Indexes for Application_Gateway Table


ApplicationGatewayIDPrimary keyXPKApplication_Gateway

EnterpriseNameUnique keyXAK1Application_Gateway

ICRInstanceIDInversion keyXIE1Application_Gateway

Table 44: Fields in Application_Gateway Table

Keys andNULLOption


PK, FK

NOTNULL

DBINTA unique identifier for the application gateway.ApplicationGatewayID

NOTNULL

DBINTThe type of gateway:

0 = custom gateway

1 = remote ICM

2 = contact share node

ApplicationGatewayType

NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the applicationgateway.

Description


All TablesApplication_Gateway

Keys andNULLOption


NOTNULL

DBINTThe encryption method used by the applicationgateway:

0 = none

1 = private key

Encryption

AK-1 NOTNULL

VNAME32An enterprise name for the application gateway. Thisnamemust be unique among all application gatewaysin the enterprise.

EnterpriseName

NOTNULL

DBINTThe fault-tolerance strategy used by the applicationgateway. To see values for this field, see ApplicationGateway: Fault Tolerance, on page 581.

FaultTolerance

FK, IE-1

NULL

DBINTIdentifies the instance associatedwith the applicationgateway.

ICRInstanceID

NULLchar(1)Indicates which side of the Gateway the softwareshould use when both are available: A or B. Thisapplies only when ApplicationGatewayType is 0(custom gateway).

PreferredSide

Application_Gateway_ConnectionThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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

Use Unified ICMConfigurationManager to add, update, and delete Application_Gateway_Connection records.

Related Tables

• Application_Gateway, on page 74 (through ApplicationGatewayID)

Table 45: Indexes for Application_Gateway_Connection Table


ApplicationGatewayID, SidePrimary keyXPKApplication_Gateway_Connect

ApplicationGatewayIDInversion keyXIF134Application_Gateway_Conn


All TablesApplication_Gateway_Connection

Table 46: Fields in Application_Gateway_Connection Table

Keys andNULLOption


NULLDBINTAn internal timeout used by the CallRouter todetermine a failure in the application gatewayinterface process. The default value is 5000.

AbandonTimeout

NULLvarchar(255)A string that describes the connection to the host.The format depends on the protocol. For TCP, theformat is hostname:port or IPAddress:port.

Address

PK, FK, IE

NOTNULL

DBINTIdentifies the Application Gateway associated withthe connection.

ApplicationGatewayID

NULLDBINTA command the software sends to the applicationgateway when the row is created or updated by theUpdate Central Controller operation. You can usethis field to send one-time commands to theapplication gateway host.

Command

NULLDBINTA parameter to be sent with the command.CommandParam

NULLvarchar(255)A string the software passes to the host duringinitialization. The software does not use or validatethe value.

ConnectInfo

NULLDESCRIPTIONAdditional information about the connection.Description

NULLDBINTNumber of consecutive errors that cause the softwareto declare the host unavailable. The software theninitiates a reconnect.

ErrorThreshold

NULLDBINTNumber of consecutive unanswered heartbeats afterwhich the CallRouter closes the connection. Thedefault is 10. (For purposes of this count, a query iscounted as a heartbeat.)

HeartbeatLimit

NULLDBINTNumber of milliseconds to wait before retrying amissed heartbeat. The default is 200. The total timebetween heartbeat tries is HeartbeatTimeout +HeartbeatRetry.

HeartbeatRetry

NULLDBINTNumber of milliseconds the CallRouter waits for ahost to respond to a heartbeat request. The defaultis 300.

HeartbeatTimeout

NULLDBINTNumber of milliseconds between heartbeats. Theidle timeout for each host is 4 times this value.

HeartbeatInterval


All TablesApplication_Gateway_Connection

Keys andNULLOption


NOTNULL

DBCHARIndicates whether the connection is currentlyavailable: 'Y' (yes) or 'N' (no).

InService

NULLDBINTNumber of milliseconds the CallRouter waits for aresponse before considering it late. This does notaffect CallRouter processing. It is for statistical useonly.

LateTimeout

NULLDBINTCurrently not used.LinkTestThreshold

NULLDBINTNumber of milliseconds the CallRouter waits for aresponse to an open or close connection request. Thedefault is 15000.

OpenTimeout

NOTNULL

DBINTThe communications protocol used for theconnection. 1 = TCP (the only value currentlysupported).

Protocol

NULLDBINTNumber of milliseconds the CallRouter waits for aresponse before timing out a request. The defaultvalue is 300.

RequestTimeout

NULLDBINTNumber of milliseconds the CallRouter waits beforetrying to reconnect after a connection terminates ora connection attempt fails. The default value is30000.

SessionRetry

NULLDBINTThe maximum number of times the CallRouterattempts to connect or reconnect a session. (Userintervention is then required to restart theconnection.) If the value is 0, then no limit applies.

SessionRetryLimit

PK

NOTNULL

char(1)Indicates which side of the CallRouter uses theconnection. Valid values are 'A' and 'B'.

Side

Application_Gateway_GlobalsThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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

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


All TablesApplication_Gateway_Globals

Table 47: Indexes for Application_Gateway_Globals Table


IDPrimary keyXPKApplication_Gateway_Globals

Table 48: Fields in Application_Gateway_Globals Table

Keys andNULLOption


NOTNULL

DBINTAn internal timeout used by the CallRouter todetermine a failure in the application gatewayinterface process. The default is 5000.

AbandonTimeout

NOTNULL

DBINTThe type of gateway:

0 = custom gateway

1 = remote ICM

2 = contact share node

You can define a separate set of defaultsfor each type.

Note

ApplicationGatewayType

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

DateTimeStamp

NOTNULL


ChangeStamp

NOTNULL

DBINTNumber of consecutive errors that cause the softwareto declare the host unavailable. The software theninitiates a reconnect.

ErrorThreshold

NOTNULL

DBINTNumber of consecutive unanswered heartbeats afterwhich the CallRouter closes the connection. Thedefault is 10. (For purposes of this count, a query iscounted as a heartbeat.)

HeartbeatLimit

NOTNULL

DBINTNumber of milliseconds to wait before retrying amissed heartbeat. The default is 200. The total timebetween heartbeat tries is HeartbeatTimeout +HeartbeatRetry.

HeartbeatRetry

NOTNULL

DBINTNumber of milliseconds the CallRouter waits for ahost to respond to a heartbeat request. The defaultis 300.

HeartbeatTimeout

NOTNULL

DBINTNumber of milliseconds between heartbeats. Theidle timeout for each host is 4 times this value.

HeartbeatInterval


All TablesApplication_Gateway_Globals

Keys andNULLOption


PK

NOTNULL

DBINTA unique identifier for the row.ID

NOTNULL

DBINTNumber of milliseconds the CallRouter waits for aresponse before considering it late. This does notaffect CallRouter processing. It is for statistical useonly.

LateTimeout

NOTNULL

DBINTCurrently not used.LinkTestThreshold

NOTNULL

DBINTNumber of milliseconds the CallRouter waits for aresponse to an open or close connection request. Thedefault is 15000.

OpenTimeout

NOTNULL

DBINTNumber of milliseconds the CallRouter waits for aresponse before timing out a request. The defaultvalue is 300.

RequestTimeout

NOTNULL

DBINTNumber of milliseconds the CallRouter waits beforetrying to reconnect after a connection terminates ora connection attempt fails. The default is 30000.

SessionRetry

NOTNULL

DBINTThe maximum number of times the CallRouterattempts to connect or reconnect a session. (Userintervention is then required to restart theconnection.) If the value is 0, then no limit applies.

SessionRetryLimit

Application_Gateway_Half_HourThis table is part of the Script category. For more information, see Script, on page 564. For database rules, seeScript Tables, on page 622.

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

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

Related Tables

• Application_Gateway, on page 74 (through ApplicationGatewayID)


All TablesApplication_Gateway_Half_Hour

Table 49: Indexes for Application_Gateway_Half_Hour Table


ApplicationGatewayID, DateTime, TimeZonePrimary keyXPKApplication_Gateway_Half_Ho

RecoveryKeyUnique keyXAK1Application_Gateway_Half_H

DbDateTimeInversion keyXIE1Application_Gateway_Half_H

Table 50: Fields in Application_Gateway_Half_Hour Table

Keys andNULLOption


PK, FK

NOTNULL

DBINTIdentifies the Application Gateway.ApplicationGatewayID

NULLDBINTThe average response time, in milliseconds, for allrequests to the Application Gateway during thehalf-hour interval.

AvgDelayToHalf

PK

NOTNULL

DBSMALLDATEThe Central Controller date and time at the start ofthe interval.

DateTime

IE-1

NULL


DbDateTime

NULLDBINTNumber of errors that occurred for ApplicationGateway requests during the half-hour interval.Consult EMS logs for specific error information.

ErrorsToHalf

NULLDBINTNumber of responses that exceeded the LateTimeoutvalue for the connection during the half-hourinterval.

LatesToHalf

NULLDBINTThe longest response time, in milliseconds, for anyrequest to the Application Gateway during thehalf-hour interval.

MaxDelayToHalf

AK-1

NOTNULL

DBFLT8Unique identity that is assigned to each record andused internally by the Unified ICM or Unified CCEnterprise software to track records.

RecoveryKey

NULLDBINTThe number of requests rejected by the ApplicationGateway during the half-hour interval.

RejectsToHalf


All TablesApplication_Gateway_Half_Hour

Keys andNULLOption


NULLDBINTThe number of requests that are sent to theApplication Gateway during the half-hour interval.

RequestsToHalf

NULLDBINTThe number of requests sent to the ApplicationGateway that timed out during the half-hour interval.

TimeoutsToHalf

PK

NOTNULL


TimeZone

NULLDBINTNumber of requests attempted while no ApplicationGatewaywas available during the half-hour interval.

UnavailableToHalf

Application_InstanceThis table is part of the Media Routing category (see Media Routing, on page 559). For database rules, seeMedia Routing Tables, on page 620.

The table contains configuration data about external application instances. The data in this table enables thesoftware 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 ApplicationInstanceIDfield, below.

Related Table

• Application_Path, on page 82 (through ApplicationInstanceID)

Table 51: Indexes for Application_Instance Table


ApplicationInstanceIDPrimary keyXPKApplication_Instance

EnterpriseNameUnique keyXAK1Application_Instance


All TablesApplication_Instance

Table 52: FIelds for Application_Instance Table

Keys andNULLOption


PK

NOTNULL

DBINTIdentifies the Application Instance.

Default Application Instances:

• 1 = Cisco_Application_Object_Filter

• 2 = IPCCAdmin

• 3 = SocialMiner

ApplicationInstanceID

NOTNULL

varchar(32)A key supplied by the application which allows theapplication instance entry to CMS services.

ApplicationKey

NULLDBINTProvides a key to the characteristics of certainapplications.

ApplicationType

NOTNULL


ChangeStamp

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

DateTimeStamp

NULLDESCRIPTIONAdditional information about this applicationinstance.

Description

AK-1

NOTNULL

VNAME32The unique name of the application instance.EnterpriseName

NOTNULL

DBINTDetermines the permissions given to the application:

0 = Full read and write permission to allconfiguration tables.

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

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

3 = None

PermissionLevel

Application_PathThis table is part of the Media Routing category. For more information, see Media Routing, on page 559. Fordatabase rules, see Media Routing Tables, on page 620.


All TablesApplication_Path

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

Related Tables

• Application_Instance, on page 81 (through ApplicationInstanceID)

• Application_Path_Member, on page 84 (through ApplicationPathID)

• Application_Path_Real_Time, on page 84 (through ApplicationPathID)

• Logical_Interface_Controller, on page 268 (through LogicalControllerID)


Table 53: Indexes for Application_Path Table


ApplicationPathIDPrimary keyXPKApplication_Path

EnterpriseNameUnique keyXAK1Application_Path

Table 54: Fields in Application_Path Table

Keys andNULLOption


FK

NOTNULL

DBINTDefines the application instance that uses thisapplication path.

ApplicationInstanceID

PK

NOTNULL

DBINTA unique identifier for the application path.ApplicationPathID

NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about this application path.Description

AK-1

NOTNULL

VNAME32The unique name of the application instance.EnterpriseName

FK

NOTNULL

DBSMALLINTForeign key to the Logical_Interface_Controllertable.

LogicalControllerID


All TablesApplication_Path

Application_Path_MemberThis table is part of the Media Trouting category. For more information, see Media Routing, on page 559. Fordatabase rules, see Media Routing Tables, on page 620.

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

Related Tables

• Application_Path, on page 82 (through ApplicationPathID)



Table 55: Indexes for Application_Path_MemberTable


PeripheralID, MRDomainIDPrimary keyXPKApplication_Path_Member

ApplicationPathIDInversion keyXIE1Application_Path_Member

Table 56: Fields in Application_Path_MemberTable

Keys andNULLOption


FK, IE-1

NOTNULL

DBINTThe application path identifier for this applicationpath member.

ApplicationPathID

PK, FK

NOTNULL

DBINTThe MRD identifier for this application pathmember.

MRDomainID

PK, FK

NOTNULL

DBSMALLINTLink to the Peripheral table.PeripheralID

Application_Path_Real_TimeThis table is part of the Media Routing category (see Media Routing, on page 559 ). For database rules, seeMedia Routing Tables, on page 620.

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


All TablesApplication_Path_Member

Related Table

• Application_Path, on page 82 (through ApplicationInstanceID)

Table 57: Indexes for Application_Path_Real_Time Table


ApplicationPathIDPrimary keyXPKApplication_Path_Real_Time

Table 58: Fields in Application_Path_Real_Time Table

Keys andNULLOption


PK, FK

NOTNULL

DBINTThe application path identifier for this applicationpath member.

ApplicationPathID

NOTNULL

DBDATETIMEThe date and time when the data in this table waslast updated.

DateTime

NULLDBCHARIndicates whether or not the application path iscurrently on-line:

1 = yes, on-line

0 = no, not on-line.

OnLine

NULLDBDATETIMEThe date and time at which the application instanceassociated with this application path establishedconnection to the CTI Server.

OnLineDateTime

NULLvarchar(40)Application-specific strings.Text1











All TablesApplication_Path_Real_Time

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

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

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 59: Indexes for Attribute Table


AttributeIDPrimary keyXPKAttribute

EnterpriseNameUnique keyXAK1Attribute

DateTimeStampInversion keyXIE1Attribute


All TablesAttribute

Table 60: Fields in Attribute Table

Keys andNULLOption


NOTNULL

DBINTData type for this attribute. Valid values are:

• 0 = Unknown

• 1 = Integer

• 2 = String

• 3 = Boolean

• 4 = Skill (special form of integer)

AttributeDataType

PK1

NOTNULL

DBINTID and primary key.AttributeID

NOTNULL

DBCHARY or N. Default is N. If Y, this attribute appears onthe agent desktop. This flag is only advisory for thedesktop software.

AppearsOnDesktop

NOTNULL

CHANGESTAMPChange stamp.ChangeStamp


DateTimeStamp

NULLvarchar255Must be convertable to the datatype specified.DefaultValue

NOTNULL

DBCHARDeleted Flag stored as a character. Valid values are:

• Y = Yes

• N = No

Deleted


DepartmentID

NULLDESCRIPTIONDescription of the attribute.Description

NOTNULL

VNMAE32Name of this attribute.EnterpriseName

NULLvarchar255Must be convertable to the datatype specified.MaximumValue

NULLvarchar255Must be convertable to the datatype specified.MinimumValue

NOTNULL

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

SettableByAgent


All TablesAttribute

Attribute_Set

This table is defined for future use.Note

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 61: Indexes for Attribute_Set Table


AttributeSetIDPrimary keyXPKAttribute_Set

EnterpriseNameUnique keyXAK1Attribute_Set

Table 62: Fields in Attribute_Set Table

Keys andNULLOption


NOTNULL

DBINTData type for this attribute set. The values are:

The value are:

• 1 = Integer

• 2 = String

• 3 = Boolean

• 4 = Proficient (special form of integer)

AttrbuteSetDataType

NOTNULL

DBINTUnique ID and the primary key.AttributeSetID

NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONDescription of the Attribute Set table.Description

NOTNULL

VNAME32Name of the Attribute Set.EnterpriseName


All TablesAttribute_Set

Attribute_Set_Member

This table is defined for future use.Note

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 63: Indexes for Agent Table


AttributeSetID, AttributeIDPrimary keyXPKAttribute_Set_Member

Table 64: Fields in Attribute_Set_Member Table

Keys andNULLOption


NOTNULL

DBINTForeign Key from Attribute Set table and part of theprimary key.

AttributeSetID

NOTNULL

DBINTForeign Key from Attribute Set table and part of theprimary key.

AttributeID

AWControlThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.


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

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


All TablesAttribute_Set_Member

Table 65: Fields in AWControl Table

Keys andNULLOption


NOTNULL

DBINTThe AW type:

• 0 = Standard

• 1 = NAM

• 2 = CICM

• 3 = Limited Administration & Data Server.

AWType

NULLVNAME32The name of the workstation that last uploadedconfiguration or script information to the centraldatabase. This field is maintained by the real-timefeed.

ConfigChangedBySystemName

NULLvarchar(64)The name of the user that last uploaded configurationor script information to the central database. Thisfield is maintained by the real-time feed.

ConfigChangedByUserName

NOTNULL

DBFLT8The recovery key value from the Config MessageLog table when the configuration or scriptinformation in the central database was last updated.This field is maintained by the real-time feed.

ControllerConfigChangeKey

NULLdatetimeThe time that the configuration or script informationin the central database was last updated. This fieldis maintained by the real-time feed.

ControllerConfigChangeTime

NOTNULL

DBCHARIndicates whether the Historical Data Server propertyis enabled:

• Y = Yes (enabled)

• N = No (not enabled)

HDSPropertyEnabled

NOTNULL

DBFLT8The recovery key value copied from the ConfigMessage Log table when the local database was lastupdated from the central database.

LastRetrievalKey

NULLDATETIMEThe time that the local Administration&Data Serverdatabase was last updated from the central database.

LastRetrievalTime

Blended_Agent_OptionsThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


All TablesBlended_Agent_Options

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.

Note

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 theOutbound Option Options records.

Table 66: Fields in Blended_Agent_Options Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)

Number of milliseconds the dialer will spendanalyzing. Advanced configuration item.

CPAAnalysisPeriod


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

CPAJitterBufferDelay


Maximum milliseconds the dialer will analyze ananswering machine voice message looking for atermination tone. Advanced configuration item.

CPAMaxTermToneAnalysis


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

CPAMaxTimeAnalysis


Minimum number of milliseconds of voice requiredto qualify a call as voice detected. Advancedconfiguration item.

CPAMinimumValidSpeechTime


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

CPAMinSilencePeriod



Keys andNULLOption



DateTimeStamp

NOTNULL

DBINTThe latest valid hour to call a contact (in 24-hourformat). The hour value is based on the contact'slocal time.

DialEndHours

NOTNULL

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

DialEndMinutes

NOTNULL

DBINTThe earliest valid hour to call a contact (in 24-hourformat). The hour value is based on the contact'slocal time.

DialStartHours

NOTNULL

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

DialStartMinutes






NULLvarchar(64)Reserved for future useFutureUseVarchar1



NOTNULL

DBCHARA Boolean value that indicates that all preview andpersonal callbackmodes should be direct dialed fromthe agent desktop rather than transferred from thedialer.

A Y indicates enabled, N indicates disabled. Thedefault is N.

IPDirectDialPreview

NOTNULL

DBCHAR(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)

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

PcbAllowedSaturday

NOTNULL


Allow dialing of personal callbacks on Sunday. Thedefault is N.

PcbAllowedSunday



Keys andNULLOption



Personal callbacks.Minimum time inminutes beforeretrying a busy.

PcbBusyRetry


Frequency (in minutes) to check for records in thedatabase.

PcbCheckRecords


Maximum attempts to retry.

PcbMaxAttempts


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

PcbMode


Minimum time in minutes before retrying a noanswer.

PcbNoAnswerRetry


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

PcbNoAnswerRingLimit


Days to wait before purging old records.

PcbPurgeRecords

NULLvarchar(64)(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)

Indicates which personal callback records to purgebased on the call status. It is a string of dialing liststatus characters.

PcbPurgeStatus



Keys andNULLOption



Number of personal callback records to cache in thedialer.

PcbRecordsToCache


Minimum time before retrying a failed reservation.

PcbReserveRetry

NOTNULL


Indicates whether callbacks should be rescheduledor not. The default is Y.

RescheduleCallbacks

Bucket_IntervalsThis configuration table holds the definition for Bucket Intervals that are used for Call type reporting. TheIntervals 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 67: Indexes for Bucket_Intervals Table


BucketIntervalIDPrimary keyXPKBucket_Intervals

EnterpriseNameUnique keyXAK1Bucket_Intervals

Table 68: Fields in Bucket_Intervals Table

Keys andNULLOption


PK

NOTNULL

DBINTThe primary key for this table.BucketIntervalID

NOTNULL


ChangeStamp


DateTimeStamp


All TablesBucket_Intervals

Keys andNULLOption


NOTNULL

DBCHARThe default is N.Deleted


DepartmentID

AK-1

NOTNULL

VNAME32The enterprise name for this table.EnterpriseName

NULLDBINTUpper bound in seconds of interval 1IntervalUpperBound1









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

Table 69: Indexes for Bulk_Job Table


BulkJobIDPrimary keyXPKBulk_Job


All TablesBulk_Job

Table 70: Fields in Bulk_Job Table

Keys andNULLOption


PK

NOTNULL

DBINTAuto-assigned Unique ID and Primary Key.BulkJobID

NOTNULL

CHANGESTAMPIncremented when the record is changed in thedatabase

ChangeStamp

NULLDBDATETIMEThe date and time when the job was createdCreateDateTime


DateTimeStamp


DepartmentID

NULLDESCRIPTIONDescribes this jobDescription

NULLDBDATETIMEThe date and time when the job was finishedEndDateTime

NULLvarchar(64)The AW on which the job will runJobHostName

NULLDBSMALLINTThe state of the job. The options are:

• 1 = Queued

• 2 = Processing

• 3 = Completed successfully

• 4 = Failed

• 5 = Cancelled

JobState

NOTNULL

DBSMALLINTIndicates the type of bulk job. The options are:

• 1 = Dialed Number

• 2 = Agent

• 3 = Call Type

• 4 = Skill Group

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

Note

JobType

NULLDBDATETIMEThe date and time when the job was startedStartDateTime


All TablesBulk_Job

Business_EntityThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

It lists the business entities within the enterprise.

Related Tables

• Enterprise_Route, on page 234 (through Enterprise Route ID)

• Enterprise_Service, on page 235 (through EntityID)

• Enterprise_Skill_Group, on page 237 (through EntityID)

• Master_Script, on page 273 (through Entity ID)

• Schedule, on page 390 (through EntityID)

Table 71: Indexes for Business_Entity Table


EntityIDPrimary keyXPKBusiness_Entity

EntityNameUnique keyXAK1Business_Entity

Table 72: Fields in Business_Entity Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLDBDATETIMERecords the date and time when a record isadded/updated.

DateTimeStamp

NULLDESCRIPTIONAdditional information about the business entity.Description

PK

NOTNULL

DBINTA unique identifier for the business entity.EntityID

AK-1

NOTNULL

varchar(30)The name of the business entity.EntityName


All TablesBusiness_Entity

Call_TypeThis 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 NumberMap table determineswhich calls are assigned to each category. The Call Type Map table determines which scripts are executedfor each call type.

Use the Call Type list tool to add, update, and delete Call_Type records. This tool can be launched throughthe 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 73: Indexes for Call_Type Table


EnterpriseNameNonclustered, unique, unique keylocated on PRIMARY

XAK1Call_Type

CustomerDefinitionIDNonclustered located on PRIMARYXIE1Call_Type

DateTimeStampNonclustered located on PRIMARYXIE2Call_Type

CallTypeIDClustered, unique, primary key locatedon PRIMARY

XPKCall_Type

Table 74: Fields in Call_Type Table

Keys andNULLOption


FK NULLDBINTThe ID for the entry in the Bucket_Interval Tableused for this CallType. The default value is NULL.

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

BucketIntervalID

PK NOTNULL

DBINTA unique identifier for this call type.CallTypeID


All TablesCall_Type

Keys andNULLOption


NOTNULL


ChangeStamp

IE-1 NULLDBINTIdentifies the customer definition, if any, associatedwith the call type.

CustomerDefinitionID

NULLDBDATETIMERecords the date and time when a record is addedor updated.

DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted


DepartmentID

NULLDESCRIPTIONAdditional information about the call type.Description

AK-1 NOTNULL

VNAME32An enterprise name for this call type. This namemust be unique among all call types in the enterprise.

EnterpriseName

IE3, NULLDBINTThis value indicates the period, in minutes, overwhich the router calculates the Call Type and CallType Skill Group data. The valid values are 30(default) or 15.

This field is the Call Type ReportingInterval. It is not the PG reportingInterval with which the skill group isassociated.

Note

ReportingInterval

NULLDBINTThe time in seconds to be used as the service levelthreshold.

ServiceLevelThreshold

NULLDBSMALLINTDefault value that indicates how the softwarecalculates the service level (that is, how it handlesabandoned calls in calculating the service level).You can override this default for individual services.

ServiceLevelType

Call_Type_IntervalThis section describes the Call Type Interval table.


All TablesCall_Type_Interval

• In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified CCEwith a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through UnifiedCCE Gateway PG, network queuing data is not available in the child or in the child agent and supervisordesktops. The time spent in the network queue is not included in the reporting metrics in the child. Acall center manager, who would normally only look at the Unified CCE child reports, needs to also lookat 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 aretranslation-routed, the measurement of Answer Wait Time for a call begins when the call is queued. Themeasurement of Service Level begins when the call arrives at the routing script, or when its call type ischanged. This means that, if self-service is performed on a call before queueing to an agent, the routingscript must change the call type of the call when self-service is completed. Otherwise, the time spent inself-service negatively impacts the Service Level.

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

Note

Table 75: Fields in Call_Type_Interval Table

Keys andNULL Option


YESDBINTThe number of calls abandoned within Interval1. For Call Type Interval, AbandInterval iscalculated from when the call is queued to askill group or a precision queue, to when thecall is abandoned. This includes any requerytime.

This field is applicable to both Unified ICMand Unified CCEwith the following exception:the field is not incremented if an agent answersthe call on a standard ACD, unless the call wastranslation routed.

AbandInterval1

YESDBINTNumber of calls abandoned within interval 2.See AbandInterval1.

AbandInterval2


AbandInterval3


AbandInterval4


AbandInterval5


AbandInterval6


AbandInterval7



Keys andNULL Option



AbandInterval8


AbandInterval9


AbandInterval10

YESDBINTDuring the reporting interval, calls thatencounter an error when the call is at the agentdesktop. These are calls that receive a TCDwithCallDispositionFlag value 4. Agent errors arecounted in AgentErrorCount, and routing errorsare counted in ErrorCount. Total Error count =ErrorCount + AgentErrorCountTo Half.

AgentErrorCount

YESDBINTThe number of calls answered within Interval1. For Call Type Interval, AnsInterval iscalculated from when the call is queued to askill group or a precision queue, to when thecall is answered. This includes any requerytime.

This field is applicable to both Unified ICMand Unified CCEwith the following exception:the field is not incremented if an agent answersthe call on a standard ACD, unless the call wastranslation routed.

AnsInterval1

YESDBINTNumber of calls answered within interval 2. SeeAnsInterval1.

AnsInterval2


AnsInterval3


AnsInterval4


AnsInterval5


AnsInterval6


AnsInterval7


AnsInterval8



Keys andNULL Option



AnsInterval9

YESDBINTNumber of calls answered within interval 10.See AnsInterval1.

AnsInterval10

YESDBINTThe sum of answer wait time in seconds for allcalls that were answered for the call type duringthe reporting interval.

The AnswerWaitTime for a single call againstthe call type is an approximate sum of thefollowing fields in the Termination_Call_Detailtable:

• DelayTime

• LocalQTime

• RingTime

• NetQTime

This field is applicable to both Unified ICMand Unified CCEwith the following exception:

The field is not incremented if an agent answersthe call on a standard ACD, unless the call wastranslation routed.

AnswerWaitTime

YESDBINTAverage delay in queue (in seconds) for callsremoved from the Router queue during thehalf-hour interval. RouterQueueDelayQ /RouterQueueCalls

AvgRouterDelayQ

YESDBINTThe ID of Bucket Intervals from theBucket_Interval table used to generate thefollowing AnsInterval and AbandInterval fieldsin this record.

BucketIntervalID

YESDBINTThe total number of calls of this call typeanswered or work accepted by agents in thereporting interval. This field is applicable toboth Unified ICM and Unified CCE with thefollowing exception: the field is notincremented if an agent answers the call on astandard ACD, unless the call was translationrouted.

CallsAnswered



Keys andNULL Option


YESDBINTThe total time spent by calls of this call typethat abandoned in the reporting interval. Thistime begins when the call reaches the Routerand ends when the call disconnects. Does notinclude short calls.

This time is not reset if the CallTypechanges. To determine the time thatabandoned calls spend in the scriptbefore abandoning, subtractDelayQAbandTimeHalf andDelayAgentAbandTime fromCallDelayAbandTime.

Note

CallDelayAbandTime

YESDBINTThe total number of calls of this call typehandled in the reporting interval.Termination_Call_Detail records generated byagent PG with a CallDispositionFlag of 1 arecounted as CallHandled.

A handled call is:

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

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

A handled call or task is completed when theagent associated with the call or task finishesthe wrap-up work associated with the call ortask. This field is applicable to both UnifiedICM and Unified CCE with the followingexception: the field is not incremented if anagent answers the call on a standard ACD,unless the call was translation routed.

This field is also incremented for aself-serviced call (call answered bythe IVR and not by agent).

Note

CallsHandled

YESDBINTThe total number of calls of this call typeoffered during the reporting interval.

CallsOffered

YESDBINTThe number of calls placed on hold at least oncefor the call type during the reporting interval.

CallsOnHold



Keys andNULL Option


YESDBINTNumber of calls answered within interval 1.This field is applicable to both Unified ICMand Unified CCEwith the following exception:the field is not incremented if an agent answersthe call on a standard ACD, unless the call wastranslation routed.

CallsQHandled

YESDBINTNumber of calls of this type that have beenrouted during the reporting interval.

CallsRouted

YESDBINTDuring the reporting interval, the number ofrouter requery events for this calltype. A callmay be requeried several times and counted assuch. For example, if there are 10 calls offeredand each is requeried twice, Calls Requeried is20.

CallsRequeried

YESDBINTFor Unified CCE, the number of calls thatexecuted a Label node or a Divert Label nodein their routing script in the reporting interval.

For Unified ICM, the number of calls thatexecuted a Label node or a Divert Label nodein their routing script; or that were routed to astandard ACDwithout using a translation routein the reporting interval.

CallsRoutedNonAgent

YESDBINTNumber of calls that have been Redirected OnNo Answer in the reporting interval. This doesnot include calls that are rerouted using therouter requery feature. This is for calls with acall disposition of 5. This field is applicable toboth Unified ICM and Unified CCE with thefollowing exception: the field is notincremented if an agent answers the call on astandard ACD, unless the call was translationrouted.

CallsRONA

PK2, NOTNULL

DBINTIdentifies the call type.CallTypeID

YESDBINTThe total time spent by calls of this call typethat abandoned calls within the reportinginterval. This time begins when the call reachesthe Router or when the call changes CallTypesand ends when the call disconnects. This timeis reset if the CallType changes. Does notinclude short calls.

CTDelayAbandTime



Keys andNULL Option


YESDBINTDuring the reporting interval, the total time thatall the calls spent at the VRU in the current calltype.

In a NAM/CICMdeployment (VRUat NAM), this value is updated forcalls that the CICM sends to theVRU. Calls that the NAM itselfsends to the VRU update the calltype metrics in the NAM.

Note

In a NAM/CICM deployment(VRU1 at NAM and VRU2 atCICM), this value is updated forcalls that the CICM sends to VRU1.Calls that the NAM Router itselfsends to VRU1 update the call typemetrics in the NAM. Service datafor VRU2 is stored in the CICMdatabase.

Note

CTVRUTime

PK1, NOTNULL

DBSMALLDATEThe Central Controller date and time at the startof the interval when the row was generated.

DateTime

IE1, YESDBDATETIMEThe current date and time stamp when therecords are written to the HDS database. Thelogger database has NULL for this column.

DbDateTime

YESDBINTThe total time spend by all calls for this calltype that abandoned while in the queue, for thisreporting interval. This field changed in Release7.0 from Abandon Time in Queue + AbandonTime At Agent + Abandon Time in VRU toAbandon Time in Queue only.

Customers who migrate fromRelease 6.0 please note that the datastored in DelayQAbandTime ismoved to CallDelayAbandTime.Does not include short calls. Thistime is not reset if the CallTypechanges.

Note

DelayQAbandTime

YESDBINTFor the reporting interval, the total time spentby all calls for this call type that abandoned atthe agent's desktop before being answered. Thistime is not reset if the CallType changes. Doesnot include short calls.

DelayAgentAbandTime



Keys andNULL Option


YESDBINTDuring the reporting interval, the number ofcalls that resulted in an error condition.

Examples: When a routing script fails to find atarget and there is no default route defined Referto the Route_Call_Detail table,RouterErrorCode field. Translation-routed callsare abandoned while en route to destinationtarget. Calls with mis-configured labels do notuse default routing; for example, when a routehas not been defined.

ErrorCount

YESDBINTThe total handle time in seconds for handledcalls of this call type ending during thereporting interval. HandleTime is the sum ofthe fields TalkTime, HoldTime, andWorkTimefrom the Termination_Call_Detail record. Thisfield is applicable to both Unified ICM andUnified CCE with the following exception: itdoes not include the delay time for a call thatwas abandoned after it was routed to a standardACD, unless the call was translation routed.

HandleTime

YESDBINTThe total hold time in seconds for calls of thiscall type ending during the reporting interval.This field is applicable to both Unified ICMand Unified CCEwith the following exception:it does not include the delay time for a call thatwas abandoned after it was routed to a standardACD, unless the call was translation routed.

HoldTime

YESDBINTNumber of calls of this type that were routedto the default label during the reporting interval.

ICRDefaultRouted



Keys andNULL Option


YESDBINTDuring the reporting interval, the number ofIncompleteCalls; which are calls that wererouted to an agent but failed to arrive. AnIncompleteCall can also be identified in theTermination_Call_Detail record, as can any callwith a CallDisposition of 7.

This can occur under several conditions:

1. Just as the CallRouter is about to send theagent a call, the agent, while in theAVAILABLE state, pushes the head setbutton to enable it.

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

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

4. Network issues (congestion, glitches, andso on).

5. A caller disconnects in route to the agent.

As IP transfers are so quick, thisis an unlikely condition.

Note

This field is applicable to both Unified ICMand Unified CCEwith the following exception:it does not include the delay time for a call thatwas abandoned after it was routed to a standardACD, unless the call was translation routed.

IncompleteCalls

YESDBINTThe max hold time in seconds for calls of thiscall type during the reporting interval

MaxHoldTime

NULLDBINTThemaximum number of calls in queue for thiscall type during this interval.

MaxCallsQueued

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

MaxCallWaitTime

NULLDBINTThe number of times the Dialer reserved anagent for an agent campaign during this interval.This is a part of the equation for calls completedto balance with CallsOffered.

ReservationCalls



Keys andNULL Option


YESDBINTNumber of calls of this type that were routedto a Termination node that specifies "usenetwork default" during the reporting interval.This node returns a label to the network thattells it to apply its default treatment to the call.

NetworkDefaultRouted

YESDBINTNumber of calls routed with an announcementnode during the reporting period. This nodereturns a label to the network that specifies theannouncement to be played.

NetworkAnnouncement

YESDBINTThe number of calls overflowed to another calltype during the reporting interval. This fieldincrements when a requalify or call type nodeis executed in the script.

OverflowOut

AK1, NOTNULL

DBFLT8A unique ID assigned to each record and usedinternally by the Unified ICM / UnifiedCCEsoftware to track the record.

RecoveryKey

IE2, NULLDBINTThe value indicates Half Hour boundary interval(0 to 47). Two 15 minute interval records havea unique half hour boundary value.

ReportingHalfHour

IE3, NULLDBINTThis value indicates the period, in minutes, overwhich the router calculates the Call Type andCall Type Skill Group data. The valid valuesare 30 (default) or 15.

ReportingInterval

YESDBINTReserved for future use.Reserved1




YESDBFLT4Reserved for future use.Reserved5

YESDBINTNumber of calls of this type that were routedto the Busy target during the reporting interval.

ReturnBusy

YESDBINTNumber of calls of this type that were routedto the Ring target during the reporting interval.

ReturnRing

YESDBINTCount of calls that executed a Release node intheir routing script in the reporting interval.

ReturnRelease



Keys andNULL Option


YESDBINTNumber of seconds calls of this type spent inthe Call Router queue during the reportinginterval.

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

RouterQueueWaitTime

YESDBINTThe number of tasks of the call type assignedfrom the queue to be routed in the reportinginterval.

RouterQueueCalls

YESDBINTThe number of calls to the call type thatabandoned in the Router queue during theinterval. Does not include short calls. Thedefinition of this field changed in Release 7.0(0)from "Calls Abandon in Queue + CallsAbandoned At Agent + Calls Abandoned inVRU" to "Calls Abandoned in Queue only".For customers who are migrating from Release6.0 to Release 7.0, the data stored inRouterCallsAbandQ is moved toTotalCallsAband.

RouterCallsAbandQdoes not includecalls that were abandoned in theVRU. This value can be derivedfrom TotalCallsAband -RouterCallsAbandQ -RouterCallsAbandToAgent.

Note

RouterCallsAbandQ

YESDBINTDuring the reporting interval, the number ofRouter queue attempts that failed because thelimit for the call type was reached.

RouterQueueCallTypeLimit

YESDBINTDuring the reporting interval, the number ofRouter queue attempts that failed because theglobal system limit was reached.

RouterQueueGlobalLimit

YESDBINTThe number of calls that abandoned at the agentdesktop before being answered in the reportinginterval. Does not include short calls.Termination_Call_Detail records generated byagent PG with a CallDispositionFlag of 2 arecounted as RouterCallsAbandToAgent.

RouterCallsAbandToAgent



Keys andNULL Option


YESDBINTThe total number of calls of this call type areabandoned within the service level thresholdduring the reporting interval.

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

For Call Type Interval, ServiceLevelAband iscalculated from the time the call type changesuntil the time the call is abandoned.

ServiceLevelAband

YESDBINTThe total number of calls of this call typeanswered within the service level thresholdduring the reporting interval. This field isincremented when the PG sends the answeredevent to the router within the service levelthreshold.

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

The timer for Service Levelsstatistics starts when the call arrivesat that given CallType. ServiceLevels statistics reset when CallTypechanges for a given call.

Note

ServiceLevelCalls



Keys andNULL Option


YESDBINTServiceLevelCallsOffered



Keys andNULL Option


The number of calls of this call type that hadservice level events during the reportinginterval. Calls are counted for service levelpurposes when it is determined how the callcontributes to the service level calculation. Thisdetermination is made when either the servicelevel timer passes, the call is answered, or thecaller abandons - whichever occurs first. Validfor both Unified CCE and standard ACD targetsthat use translation routes.

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

1. An agent answers the call before the servicelevel threshold expires. In this case, theServiceLevelCalls andServiceLevelsCallsOffered database fieldsare incremented.

2. The call abandons before the service levelthreshold expires. In this case, theServiceLevelAband andServiceLevelCallsOffered database fieldsare incremented.

3. The call is Redirected on No Answer(RONAs) before the service level thresholdexpires. In this case, only theServiceLevelCallsOffered database field isincremented.

4. The call reaches the service level thresholdwithout being answered by an agent orbeing abandoned. In this case, theServiceLevelCallsOffered database field isincremented. Tasks that abandon before theshort calls timer (as defined in the UnifiedICM configuration) do not count towardthe ServiceLevelCallsOffered orServiceLevelAband call counters.

In the ServicelevelCallsOfferedfield, calls sent to the labels or

Note

calls that encountered an errorare counted, irrespective of howthe calls ended (within orbeyond the threshold). You canuse theErrorCount+AgentErrorCountfields to exclude all the



Keys andNULL Option


erroneous calls and useServiceLevelError field toexclude erroneous calls beforethreshold. For calls sent tolabels, you can use thelabel-related fields (for instanceCallsRoutedNonAgent,ReturnBusy, ReturnRing) toexclude all calls which arereturned to the labels.

YESDBFLT4Service level for the call type during thereporting interval. Service Level Type isconfigured in the Unified ICM ConfigurationManager using the Call Type list tool and theSystem Information tool.

ServiceLevel is calculated as follows dependingon 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 ICMand Unified CCE with the followingexception: the field is not incremented if anagent answers the call on a standard ACD,unless the call was translation routed.

ServiceLevel

YESDBINTService Level Type used to calculate Servicelevel for the reporting interval.

ServiceLevelType

YESDBINTCalls that ended in Error state within SLthreshold within the reporting interval.

ServiceLevelError

YESDBINTCalls that redirected on no answer within SLthreshold within the reporting interval.

ServiceLevelRONA



Keys andNULL Option


YESDBINTThe total number of calls to the route that weretoo short to be considered abandoned duringthe reporting interval. A call is determined tobe a short call if it is abandoned before theAbandoned CallWait Time expired. Short callsare not considered abandoned, nor are theyaccounted for in any of the Unified ICMabandoned calls calculations. This field isapplicable to Unified ICM, Unified CCE, andOutbound Option.

ShortCalls

YESDBINTThe total talk time in seconds for calls of thiscall type that were handled during the reportinginterval. This field is applicable to both UnifiedICM and Unified CCEwith the followingexception: the field is not incremented if anagent answers the call on a standard ACD,unless the call was translation routed.

TalkTime

PK3, NOTNULL

DBINTThe Central Controller’s time zone for the dateand time. The value is the offset in minutesfrom UTC(formerly GMT).The value isnegative for time zones to the east of UTC andpositive for time zones to the west of UTC.

TimeZone

YESDBINTThe total number of calls abandoned while inVRU (that is, while undergoing prompting orlistening to voice menus options), callsabandoned while queued to skill group, andcalls abandoned at agent desktop. This fieldalso includes abandoned calls that are not in thequeue; for example, when the caller hangs upwhile listening to a VRU prompt. Therefore,the number of calls abandoned at a VRU beforebeing queued is TotalCallsAband minusRouterCallsAbandToAgent andRouterCallsAbandQ. Does not include shortcalls.

TotalCallsAband

YESDBINTCount of calls marked as Offered to VRU butnot handled in the reporting interval. This fieldis incremented only if the call's routing scriptsets the VRUProgress script variable to a certainvalue.

VruUnhandledCalls



Keys andNULL Option


YESDBINTCount of the VRU calls marked as handled atVRU in the reporting interval. This field isincremented only if the call's routing script setsthe VRUProgress script variable to a certainvalue.

VruHandledCalls

YESDBINTCount of the VRU handled calls marked asrouted to agents in the reporting interval. Thisfield is incremented only if the calls routingscript sets the VRUProgress script variable toa certain value.

VruAssistedCalls

YESDBINTCount of the VRU unhandled calls that weremarked as routed to agents by caller request inthe reporting interval. This field is incrementedonly if the call's routing script sets theVRUProgress script variable to a certain value.

VruOptOutUnhandledCalls

YESDBINTCount of the VRU calls marked as routed toagents because of normal script procedure inthe reporting period. This field is incrementedonly if the call's routing script sets theVRUProgress script variable to a certain value.

VruScriptedXferredCalls

YESDBINTCount of the VRU calls marked as routed toagents because of caller difficulties in thereporting period. This field is incremented onlyif the call's routing script sets the VRUProgressscript variable to a certain value.

VruForcedXferredCalls

YESDBINTCount of VRU calls marked with anyVRUProgress value other than the reportingperiod. This field is incremented only if thecall's routing script sets the VRUProgress scriptvariable to a certain value.

VruOtherCalls



Keys andNULL Option


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

In a NAM/CICMdeployment (VRUat NAM), this value is updated forcalls that the CICM sends to theVRU. Calls that the NAM itselfsends to the VRU update the calltype metrics in the NAM.

Note

In a NAM/CICM deployment(VRU1 at NAM and VRU2 atCICM), this value is updated forcalls that the CICM sends to VRU1.Calls that the NAM Router itselfsends to VRU1 update the call typemetrics in the NAM. Service datafor VRU2 is stored in the CICMdatabase.

Note

VRUTime

Call_Type_MapThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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, on page 98 (via CallTypeID)

Master_Script, on page 273 (via MasterScriptID)

Table 76: Indexes for Call_Type_Map Table


MasterScriptIDnonclustered located on PRIMARYXIE1Call_Type_Map

CallTypeID, Itemclustered, unique, primary key locatedon PRIMARY

XPK_Call_Type_Map


All TablesCall_Type_Map

Table 77: Fields in Call_Type_Map Table

Keys andNULLOption


PK, FKNOTNULL

DBINTForeign key from the Call Type table. CallTypeIDand Item together form a unique key.

CallTypeID

NULLDESCRIPTIONAdditional information about the association of thisscript to this call type.

Description

PK NOTNULL

DBINTThe position of this schedule entry within the list ofentries for this call type.

Item

FK, IE-1NOTNULL

DBINTForeign key from the Master Script table.MasterScriptID

NOTNULL

varchar(64)A script schedule entry in an internal format usedby the Script Editor.

ScriptSchedule

Call_Type_SG_IntervalThis section describes the Call Type Skill Group Interval table.

• 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 CCEwith a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through a UnifiedCCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisordesktop. The time spent in the network queue is not included in the reporting metrics in the child. A callcenter manager, who would normally only look at the Unified CCE child reports, must also look at theparent 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 aretranslation-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 isqueued 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 theperson in the child's person record. If the parent is set for auto-configuration on the agent names and a childagent is created with a space or a hyphen in the first or last name, the parent does not create the agent name.

Note


All TablesCall_Type_SG_Interval

Table 78: Fields in Call_Type_SG_Interval Table

Keys and NULLOption


YESDBINTThe number of calls abandoned within Interval 1. For Call Type SGInterval, AbandInterval is calculated from when the call is queuedto 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 withthe following exception: the field is not incremented if an agent ona standard ACD answers the call, unless the call was translationrouted.

AbandInterval1

YESDBINTNumber of calls abandoned within interval 2. See AbandInterval1.AbandInterval2









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


AnsInterval1

YESDBINTNumber of calls answered within interval 2. See AnsInterval1.AnsInterval2









Keys and NULLOption














YESDBINTThe sum of answer wait time in seconds for all calls that wereanswered for the call type associated with this skill group during thereporting interval.

The AnswerWaitTime for a single call against the call type is anapproximate sum of the following fields in theTermination_Call_Detail table:

• DelayTime

• LocalQTime

• RingTime

• NetQTime


With the existence of a network VRU, for Unified ICMand Unified CCE systems in which calls aretranslation-routed, themeasurement of AnswerWait Timefor a call begins when the call is queued.

Note

AnswerWaitTime

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

AvgRouterDelayQ



Keys and NULLOption


YESDBINTDuring the reporting interval, calls associated with this skill groupthat encounter an error when the call is at the agent desktop. Theseare calls that receive a TCDwith CallDispositionFlag value 4. Agenterrors are counted in AgentErrorCount, and routing errors are countedin ErrorCount. Total Error count = ErrorCount + AgentErrorCoun.

AgentErrorCount

YESDBINTThe ID of Bucket Intervals from the Bucket_Interval table used togenerate the following AnsInterval and AbandInterval fields in thisrecord. The Bucket Intervals ID is taken from the correspondingCall Type configuration.

BucketIntervalID

PK2, NOT nullDBINTIdentifies the call type.CallTypeID

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

This time is not reset if the CallType changes. Todetermine the time that abandoned calls spend in the scriptbefore abandoning, subtract DelayQAbandTime andDelayAgentAbandTime from CallDelayAbandTime.

Note

CallDelayAbandTime

YESDBINTThe total number of calls of this call type associated with this skillgroup that was answered or work accepted by agents in the reportinginterval. This field is applicable to both Unified ICM and UnifiedCCE with the following exception: the field is not incremented ifan agent on a standard ACD answers the call, unless the call wastranslation routed.

With the existence of a network VRU, for Unified CCEand for Unified ICM systems in which calls aretranslation-routed, themeasurement of AnswerWait Timefor a call begins when the call is queued.

Note

CallsAnswered



Keys and NULLOption


YESDBINTThe total number of calls of this call type associated with this skillgroup that was handled in the reporting interval.

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

A handled call is:

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

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

A handled call or task is completed when the agent associated withthe call or task finishes the wrap-up work associated with the callor task. This field is applicable to both Unified ICM and UnifiedCCE with the following exception: the field is not incremented ifan agent on a standard ACD answers the call, unless the call wastranslation routed.

CallsHandled

YESDBINTCalls that were counted as CallsOfferedRouted but reported againstanother skill group.

The call is counted in the Skill Group where it is reporteddepending on the call disposition flag. For example, ifthe call disposition flag is 1, the fieldCallsHandledNotRouted is incremented in the actual skillgroup that the call was handled.

Note

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

CallsReportAgainstOther

YESDBINTNumber of calls associated with this skill group that was handled inthe reporting interval that were queued in the Router at any timeduring the life of the call. This field is applicable to both UnifiedICM and Unified CCE with the following exception: the field is notincremented if an agent on a standard ACD answers the call, unlessthe call was translation routed.

CallsQHandled

YESDBINTNumber of calls associated with this skill group that was that havebeen Redirected On No Answer in the reporting interval. This doesnot include calls that are rerouted using the router requery feature.This is for calls with CallDispositionFlag of 5 in TCD. This field isapplicable to both Unified ICM andUnified CCEwith the followingexception: the field is not incremented if an agent on a standard ACDanswers the call, unless the call was translation routed.

CallsRONA



Keys and NULLOption


YESDBINTDuring the reporting interval, the number of router requery eventsfor this call type associated with this skill group. A call may berequeried several times and counted as such. For example, if thereare 10 calls offered and each is requeried twice, CallsRequeried is20.

CallsRequeried

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

CallsRoutedNonAgent

YESDBINTCalls associated with this skill group that were handled but is notthe skill group that was originally routed. Note: The fieldCallsReportAgainstOther is incremented in the skill group that thecall was routed.

CallsHandledNotRouted

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

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

Service: The Router increments this field using the agent real timedata when the call is answered, or using TCD when the agentabandons the call.

CallsOfferedRouted

YESDBINTCalls offered to a skill group that the Router did not route. It happensin TDM and PG Gateway deployments where the ACD routes thecall to a Skill Group different from the original routed Skill Group.

CallsOfferedNotRouted

YESDBINTThe number of calls placed on hold at least once for the call typeassociated with the skill group during the reporting interval.

CallsOnHold

PK1, NOTNULL

DBSMALLDATEThe Central Controller date and time at the start of the interval whenthe row was generated.

DateTime

IE1, YESDBDATETIMEThe current date and time stamp when the records are written to theHDS database. The logger database has NULL for this column.

DbDateTime

YESDBINTFor the reporting interval, the total time spent by all calls for thiscall type associated with this skill group that abandoned at the agent'sdesktop before being answered. This time is not reset if the CallTypechanges. Does not include short calls.

DelayAgentAbandTime

YESDBINTThe total time spend by all calls associated with this skill group forthis call type that abandoned while in the queue, for this reportinginterval.

DelayQAbandTime



Keys and NULLOption


YESDBINTDuring the reporting interval, the number of calls associated withthis skill group that resulted in an error condition.

Examples: When a routing script fails to find a target and there isno default route defined Refer to the Route_Call_Detail table,RouterErrorCode field. Translation-routed calls are abandoned whileen route to destination target. Calls with mis-configured labels donot use default routing; for example, when a route has not beendefined.

ErrorCount

YESDBINTThe total handle time in seconds for handled calls of this call typeassociated with this skill group ending during the reporting interval.HandleTime is the sum of the fields TalkTime, HoldTime, andWorkTime from the Termination_Call_Detail record. This field isapplicable to both Unified ICM andUnified CCEwith the followingexception: it does not include the delay time for a call that wasabandoned after it was routed to a standard ACD, unless the call wastranslation routed.

HandleTime

YESDBINTThe total hold time in seconds for calls of this call type associatedwith this skill group ending during the reporting interval. This fieldis applicable to both Unified ICM and Unified CCE with thefollowing exception: it does not include the delay time for a call thatwas abandoned after it was routed to a standard ACD, unless thecall was translation routed.

HoldTime



Keys and NULLOption


YESDBINTDuring the reporting interval, the number of IncompleteCalls; whichare calls associated with this skill group that were routed to an agentbut failed to arrive. An IncompleteCall can also be identified in theTermination_Call_Detail record, as can any call with aCallDispositionFlag 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 toenable it.

2. Just as the CallRouter is about to send the agent a call, the agentotherwise 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.

As IP transfers are so quick, this is an unlikelycondition.

Note

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

IncompleteCalls

YESDBINTThe max hold time in seconds for calls of the call type associatedwith the skill group during the reporting interval

MaxHoldTime

NULLDBINTThe maximum number of calls in queue for this call type during thisinterval.

MaxCallsQueued

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

MaxCallWaitTime

YESDBINTThe number of calls overflowed to another call type during thereporting interval. This field increments when a requalify or calltype node is executed in the script.

OverflowOut

PK4, NULLDBINTWith CallTypeID, it identifies call type association with PrecisionQueue. For Skill Group only call types, the value is NULL.

PrecisionQueueID

AK1, NOTNULL

DBFLT8Unique ID assigned to each record and used internally by the UnifiedICM/Unified CCE software to track the record.

RecoveryKey



Keys and NULLOption


IE2, NULLDBINTThe value indicates Half Hour boundary interval (0 to 47). Two 15minute interval records have a unique half hour boundary value.

This field uses the CentralController UTC time and notthe local time to calculate the Half Hour index. Therefore,based on the time zone, the Half Hour boundary interval(0 to 47) may vary.

Note

ReportingHalfHour

IE3, NULLDBINTThis value indicates the period, in minutes, over which the routercalculates the Call Type and Call Type Skill Group data. The validvalues are 30 (default) or 15.

ReportingInterval

NULLDBINTThe number of times the Dialer reserved an agent for an agentcampaign during this interval. This is a part of the equation for callscompleted to balance with CallsOffered.

ReservationCalls

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

RouterCallsAbandQ does not include calls that wereabandoned in the VRU. This value can be derived fromTotalCallsAband - RouterCallsAbandQ -RouterCallsAbandToAgent.

Note

RouterCallsAbandQ

YESDBINTThe number of calls associated with this skill group that abandonedat the agent desktop before being answered in the reporting interval.Does not include short calls. Termination_Call_Detail recordsgenerated by agent PG with a CallDispositionFlag of 2 are countedas RouterCallsAbandToAgent.


YESDBINTNumber of seconds calls of this calltype associated with this skillgroup spent in the Call Router queue during the reporting interval.

This count includes only calls that exited the queue during theinterval. Calls still in the queue at the end of the interval are notcounted.

RouterQueueWaitTime

YESDBINTThe number of tasks of the call type associated with this skill groupassigned from the queue to be routed in the reporting interval.

RouterQueueCalls

YESDBINTIt is incremented when the call is removed from the queue.RouterCallsDequeued








Keys and NULLOption


YESDBINTThe number of calls associated with the skill group that wereabandoned and de-queued from this skill group. When a call isqueued to multiple skill groups and abandoned, theRouterCallsAbandQ field is incremented for one skill group andRouterCallsAbandDequeued is incremented for all the other skillgroups. The group that is charged with the abandon is the group towhich the call had been continuously queued to the longest at thetime of the abandon. Normally, this would be the first group thescript 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 agroup, later dequeued, and still later requeued, the earlier time inqueue is not used in determining which group the abandon is chargedagainst.

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

RouterCallsAbandDequeued

PK3, NOTNULL

DBINTTogether with CallTypeID identifies call type association with skillgroup in this table.


YESDBINTThe total number of calls associated with this skill group to the routethat were too short to be considered abandoned during the reportinginterval. A call is determined to be a short call if it is abandonedbefore the Abandoned Call Wait Time expired. Short calls are notconsidered abandoned, nor are they accounted for in any of theUnified ICM abandoned calls calculations. This field is applicableto Unified ICM, Unified CCE, and Outbound Option.

ShortCalls

YESDBINTThe total number of calls of this call type associated with this skillgroup abandoned within the service level threshold during thereporting interval. Valid for both Unified CCE and standardACDtargets that use translation routes.

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

ServiceLevelAband

YESDBINTThe total number of calls of this call type associated with this skillgroup answered within the service level threshold during thereporting interval. This field is incremented when the PG sends theanswered event to the router within the service level threshold. Validfor both Unified CCE and standard ACDtargets that use translationroutes.

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

ServiceLevelCalls



Keys and NULLOption


YESDBINTThe number of calls of this call type associated with this skill groupthat had service level events during the reporting interval. Calls arecounted for service level purposes when it is determined how thecall contributes to the service level calculation. This determinationis made when either the service level timer passes, the call isanswered, or the caller abandons - whichever occurs first. Valid forboth Unified CCE and standard ACD targets that use translationroutes.

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

1. An agent answers the call before the service level thresholdexpires. In this case, the ServiceLevelCalls andServiceLevelsCallsOffered database fields are incremented.

2. The call abandons before the service level threshold expires. Inthis case, the ServiceLevelAband and ServiceLevelCallsOffereddatabase fields are incremented.

3. The call is Redirected onNoAnswer (RONAs) before the servicelevel threshold expires. In this case, ServiceLevelRONA andServiceLevelCallsOffered database fields are incremented.

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

In the ServicelevelCallsOffered field, calls thatencountered an error are counted, irrespective of howthe calls ended (within or beyond the threshold). Youcan use the ErrorCount+AgentErrorCount field toexclude all the erroneous calls and useServiceLevelError field to exclude erroneous callsbefore threshold.

Note

ServiceLevelCallsOffered



Keys and NULLOption


YESDBFLT4The service level for the call type associated with this skill groupduring the reporting interval. Service Level Type is configured inthe Unified ICM Configuration Manager using the Skill Groupexplorer and PG explorer.

The router uses the Call Type ServiceLevel and ServiceLevelTypeto calculate the Service level of the reporting interval.

ServiceLevel is calculated as follows depending on the service leveltype:

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).


ServiceLevel

YESDBINTCalls associated with this skill group that ended in Error state withinSL threshold within the reporting interval.

ServiceLevelError

YESDBINTCalls associated with this skill group that redirected on no answerwithin SL threshold within the reporting interval.

ServiceLevelRONA

YESDBINTThe router uses the Call Type ServiceLevel and ServiceLevelTypeto calculate the Service level of the reporting interval.

ServiceLevelType

YESDBINTThe number of queued calls associated with this skill group that wasde-queued within the skill Service Level threshold in the reportinginterval. Calls may be de-queued by Cancel Queue node or de-queuedfrom this Skill Group to be routed to a different Skill Group.

This field is relevant to the Unified CCE environmentonly. Note: With the existence of a network VRU, thisvalue includes time in the network queue.

Note

ServiceLevelCallsDequeue

PK4, NOTNULL

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

TimeZone



Keys and NULLOption


YESDBINTThe total talk time in seconds for calls of this call type associatedwith this skill group that were handled during the reporting interval.This field is applicable to both Unified ICM and Unified CCE withthe following exception: the field is not incremented if an agent ona standard ACD answers the call, unless the call was translationrouted.

TalkTime

Call_Type_Real_TimeThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.


• With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls aretranslation-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 isqueued to an agent, the routing script must be set up to change the call type of the call when self-serviceis 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 aUnified 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 thechild agent/supervisor desktop. The time spent in the network queue is not included in the reportingmetrics in the child. A call center manager would need to look at the parent Unified ICM reports fornetwork queuing data.

Note

Provides real-time statistics for each call type defined in the software. The software generates aCall_Type_Real_Time record for each call type.

Related Tables



Script, on page 402 (via ScriptID)

Table 79: Indexes for Call_Type_Real_Time Table


CallTypeIDclustered, unique, primary key locatedon PRIMARY

XPKCall_Type_Real_Time


All TablesCall_Type_Real_Time

Table 80: Fields in Call_Type_Real_Time Table

Keys andNULLOption


NULLDBINTWithin the current half-hour interval, the number ofcalls that encountered an error when the call is atthe agent desktop.

AgentErrorCountHalf

NULLDBINTThe number of calls that encounter an error whenthe call is at the agent desktop since midnight.

AgentErrorCountToday

NULLDBINTThe sum of answer wait time in seconds for all callsof this call type that were answered during thecurrent half-hour interval.

This field is applicable to both Unified ICM andUnified CCEwith the following exception: the fieldis not incremented if the call is answered by an agenton a standard ACD unless the call was translationrouted.

AnswerWaitTimeHalf

NULLDBINTThe sum of answer wait time in seconds for all callsanswered for this call type during the rollingfive-minute interval.

AnswerWaitTimeTo5

NULLDBINTThe sum of answer wait time in seconds for all callsof this call type answered since midnight.

AnswerWaitTimeToday

NULLDBINTAverage number of seconds spent in the CallRouterqueue for calls of this type that have been removedfrom the queue so far during the current half-hourinterval.

AvgRouterDelayQHalf

NULLDBINTAverage number of seconds spent in the CallRouterqueue for calls of this type that are currently inqueue.

AvgRouterDelayQNow

NULLDBINTAverage number of seconds spent in the CallRouterqueue for calls of this type that were removed fromthe queue during the rolling five- minute interval.

AvgRouterDelayQTo5

NULLDBINTAverage number of seconds spent in the CallRouterqueue for calls of this type that were removed fromthe queue since midnight.

AvgRouterDelayQToday



Keys andNULLOption


NULLDBINTThe time spent by all calls for this call type thatabandoned before being answered during the currenthalf-hour interval.

To determine the time that abandoned calls spendin the script before abandoning, subtractDelayQAbandTimeHalf andDelayAgentAbandTimeHalf fromCallDelayAbandTimeHalf.

CallDelayAbandTimeHalf

NULLDBINTThe time spent by all calls for this call type thatabandoned before being answered within the rolling5 minutes

To determine the time that abandoned calls spendin the script before abandoning, subtractDelayQAbandTimeTo5 andDelayAgentAbandTimeTo5 fromCallDelayAbandTimeTo5.

CallDelayAbandTimeTo5

NULLDBINTThe time spent by all calls for this call type thatabandoned before being answered since midnight.

To determine the time that abandoned calls spendin the script before abandoning, subtractDelayQAbandTimeToday andDelayAgentAbandTimeToday fromCallDelayAbandTimeToday.

CallDelayAbandTimeToday

NULLDBINTThe number of calls answered by an agent in thecurrent half-hour interval.


CallsAnsweredHalf

NULLDBINTThe number of calls answered by an agent duringthe rolling five-minute interval.

CallsAnsweredTo5

NULLDBINTThe number of calls answered by an agent sincemidnight.

CallsAnsweredToday

NULLDBINTThe number calls that Unified CCE agents arecurrently working on.

An agent is considered to be working on a call/taskuntil the agent finishes the wrap-up work associatedwith the call/task, if any.

This field is not applicable to ICM.Note

CallsAtAgentNow



Keys andNULLOption


NULLDBINTThe number calls that are currently at the VRU. Thisincludes calls that are in prompting at the VRU(non-queued calls) and those in the queue.

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

Note

In a NAM/CICM deployment (VRU1 atNAM and VRU2 at CICM), this value isupdated for calls that the CICM sends toVRU1. Calls that the NAM Router itselfsends to VRU1 update the call typemetrics in the NAM. Service data forVRU2 is stored in the CICM data base.

Note

CallsAtVRUNow

NULLDBINTThe total number of calls of this call type handledin the current half-hour interval.

Termination_Call_Detail records generated by agentPG with a CallDispositionFlag of 1 are counted asCallHandled.

A handled call is:



A handled call/task is completed when the agentassociated with the call/task finishes the wrap-upwork associated with the call/task.


CallsHandledHalf

NULLDBINTThe total number of calls of this call type handledduring the rolling five-minute interval.

CallsHandledTo5

NULLDBINTThe total number of calls of this call type handledsince midnight.

CallsHandledToday

NULLDBINTThe total number of calls of this call type that leftthe CallRouter queue during the rolling five-minuteinterval.

CallsLeftQTo5



Keys andNULLOption


NULLDBINTThe total number of calls of this call type offeredduring the current half-hour interval.

CallsOfferedHalf

NULLDBINTThe number of calls of this call type offered duringthe rolling five-minute interval.

CallsOfferedTo5

NULLDBINTThe total number of calls of this call type offered tothis call type since midnight.

CallsOfferedToday

NULLDBINTThe number of calls that have been Redirected OnNo Answer in the current half-hour interval. Thisdoes not include calls rerouted using the routerrequery feature.


CallsRONAHalf

NULLDBINTThe number of calls that have been Redirected OnNoAnswer in this in the rolling five-minute interval.This does not include calls rerouted using the routerrequery feature.

CallsRONATo5

NULLDBINTThe number of calls that have been Redirected OnNo Answer since midnight. This does not includecalls rerouted using the router requery feature.

CallsRONAToday

NULLDBINTFor Cisco Unified Contact Center Express , thenumber of calls that executed a Label node or aDivert Label node in their routing script in thecurrent half-hour interval.

ForUnified ICM, the number of calls that executeda Label node or a Divert Label node in their routingscript; or were routed to a standard ACD withoutusing a translation route in the half-hour interval.

CallsRoutedNonAgentHalf

NULLDBINTFor Cisco Unified Contact Center Express , thenumber of calls that executed a Label node or aDivert Label node in their routing script in the rollingfive-minute interval.

ForUnified ICM, the number of calls that executeda Label node or a Divert Label node in their routingscript; or were routed to a standard ACD withoutusing a translation route in this five-minute interval.

CallsRoutedNonAgentTo5



Keys andNULLOption


NULLDBINTFor Cisco Unified Contact Center Express , thenumber of calls that executed a Label node or aDivert Label node in their routing script sincemidnight.

ForUnified ICM, the number of calls that executeda Label node or a Divert Label node in their routingscript; or were routed to a standard ACD withoutusing a translation route since midnight.

CallsRoutedNonAgentToday

NULLDBINTNumber of calls of this type that have been routedsince midnight.

CallsRoutedToday

NULLDBINTNumber of calls of this type that have been routedduring the current half-hour interval.

CallsRoutedToHalf

PK, FKNOTNULL

DBINTIdentifies the call type.CallTypeID

NULLDBINTThe total time spent by calls of this call type thatabandoned calls within the current half-hour interval.

This time begins when the call reaches the Routeror when the call changes CallTypes and ends whenthe call disconnects.

This time is reset if the CallType changes.

CTDelayAbandTimeHalf

NULLDBINTThe total time spent by calls of this call type thatabandoned calls within the rolling five-minuteinterval.



CTDelayAbandTimeTo5

NULLDBINTThe total time spent by calls of this call type thatabandoned calls since midnight.



CTDelayAbandTimeToday

NOTNULL

DBDATETIMEThe Central Controller date and time at the start ofthe interval when the row was generated.

DateTime



Keys andNULLOption


NULLDBINTFor the current half-hour interval, the total time spentby all calls for this call type that abandoned at theagent's desktop before being answered.

This time is not reset if the CallType changes.

DelayAgentAbandTimeHalf

NULLDBINTFor the rolling five-minute interval, the total timespent by all calls for this call type that abandoned atthe agent's desktop before being answered.


DelayAgentAbandTimeTo5

NULLDBINTFor the half-hour interval, the total time spent by allcalls for this call type that abandoned at the agent'sdesktop before being answered.


DelayAgentAbandTimeToday

NULLDBINTThe total time spend by all calls for this call typethat abandonedwhile in the queue, during the currenthalf-hour interval.


DelayQAbandTimeHalf

NULLDBINTThe total time spend by all calls for this call typethat abandoned while in the queue, for this rollingfive-minute interval.


DelayQAbandTimeTo5

NULLDBINTThe total time spend by all calls for this call typethat abandoned while in the queue, since midnight.


DelayQAbandTimeToday

NULLDBINTNumber of calls since midnight that resulted an errorcondition , such as when a routing scriptfailed tofind a target and there are no default routes defined.This field increments when:

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

• Calls with misconfigured labels use defaultrouting. (In this case, theICRDefaultRoutedToHalf field alsoincrements.)

• Calls with misconfigured labels do not usedefault routing (for instance, when a defaultroute has not been defined).

ErrorCountToday



Keys andNULLOption


NULLDBINTIn the current half-hour interval, the number of callsthat resulted in an error condition, such as when arouting script fails to find a target and there is nodefault route defined. This field increments when:

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

• Calls with misconfigured labels use defaultrouting. (In this case, theICRDefaultRoutedToHalf field alsoincrements.)

• Calls with misconfigured labels do not usedefault routing (for instance, when a defaultroute has not been defined).

ErrorCountToHalf

NULLDBINTThe total handle time in seconds for all calls of thiscall type ending during the current half-hour interval.


HandleTimeHalf

NULLDBINTThe total handle time in seconds for all calls of thiscall type ending during the rolling five-minuteinterval.

HandleTimeTo5

NULLDBINTThe total handle time in seconds for all calls of thiscall type ending since midnight.

HandleTimeToday

NULLDBINTThe total hold time in seconds for calls of this calltype ending during the current half-hour interval.

This field is applicable to bothUnified ICM andUnified CCEwith the following exception: the fieldis not incremented if the call is answered by an agenton a standard ACD unless the call was translationrouted.

HoldTimeHalf

NULLDBINTThe total hold time in seconds for calls of this calltype ending during the rolling five-minute interval.

HoldTimeTo5

NULLDBINTThe total hold time in seconds for calls of this calltype ending since midnight.

HoldTimeToday

NULLDBINTNumber of calls that were routed to the default labelsince midnight.

ICRDefaultRoutedToday



Keys andNULLOption


NULLDBINTNumber of calls that were routed to the default labelduring the current half-hour interval.

ICRDefaultRoutedToHalf

NULLDBINTThe master script currently scheduled for the calltype.

MasterScriptID

NULLDBINTThe number of calls routed with an announcementnode since midnight. This node returns a label to thenetwork that specifies the announcement to beplayed.

NetworkAnnouncementToday

NULLDBINTThe number of calls routed with an announcementnode during the current half-hour period. This nodereturns a label to the network that specifies theannouncement to be played.

NetworkAnnouncementToHalf

NULLDBINTNumber of calls that were routed to a Terminationnode that specifies "Use network default" sincemidnight. This node returns a label to the networktelling it to apply its default treatment to the call.

NetworkDefaultRoutedToday

NULLDBINTNumber of calls of this type for which the IXC useddefault routing during the current half-hour interval.

NetworkDefaultRoutedToHalf

NULLDBINTThe number of calls that overflowed to another calltype during the current half-hour interval. This fieldincrements when a requalify or call type node isexecuted in the script.

OverflowOutHalf

NULLDBINTThe number of calls that overflowed to another calltype during the rolling five-minute interval. Thisfield increments when a requalify or call type nodeis executed in the script.

OverflowOutTo5

NULLDBINTThe number of calls that overflowed to another calltype since midnight.This field increments when arequalify or call type node is executed in the script.

OverflowOutToday

NULLDBINTNumber of calls of this type that were routed to theBusy target since midnight.

ReturnBusyToday

NULLDBINTNumber of calls of this type that were routed to theBusy target during the current half-hour interval.

ReturnBusyToHalf

NULLDBINTCount of calls that executed a Release node in theirrouting script in the current half-hour interval.

ReturnReleaseHalf

NULLDBINTCount of calls that executed a Release node in theirrouting script since midnight.

ReturnReleaseToday



Keys andNULLOption


NULLDBINTNumber of calls of this type that were routed to theRing target since midnight.

ReturnRingToday

NULLDBINTNumber of calls of this type that the software routedto the Ring target during the current half-hourinterval.

ReturnRingToHalf

NULLDBINTNumber of calls of this type abandoned in the Routerqueue during the current half-hour interval.


RouterCallsAbandQHalf

NULLDBINTNumber of calls of this type abandoned in the Routerqueue during the rolling five-minute interval.

RouterCallsAbandQTo5

NULLDBINTNumber of calls of this type abandoned in the Routerqueue since midnight.

RouterCallsAbandQToday

NULLDBINTThe number of calls that abandoned at the agentdesktop before being answered in the currenthalf-hour interval.

RouterCallsAbandToAgentHalf

NULLDBINTThe number of calls that abandoned at the agentdesktop before being answered within the rollingfive-minute interval.

RouterCallsAbandToAgentTo5

NULLDBINTThe number of calls that abandoned at the agentdesktop before being answered since midnight.

RouterCallsAbandToAgentToday

NULLDBINTNumber of calls of this type currently in theCallRouter queue. This metric does not show callsin queue at the local ACD.

RouterCallsQNow

NULLDBINTTotal number of seconds spent in queue for all callsof this type currently in the CallRouter queue. Thismetric does not show calls in queue at the localACD.

RouterCallsQNowTime

NULLDBDATETIMEThe time that the longest currently queued call forthis call type entered the CallRouter queue.


RouterLongestCallQ



Keys andNULLOption


NULLDBINTNumber of calls of this type that left the CallRouterqueue to be routed during the current half- hourinterval.

RouterQueueCallsHalf

NULLDBINTNumber of calls of this type that left the CallRouterqueue to be routed during the rolling five-minuteinterval.

RouterQueueCallsTo5

NULLDBINTNumber of calls of this type that left the CallRouterqueue to be routed since midnight.

RouterQueueCallsToday

NULLDBINTNumber of seconds calls of this type spent in theCallRouter queue during the current half-hourinterval.

This count includes only calls that exitedthe queue during the interval. Calls stillin the queue at the end of the interval arenot counted.

Note

RouterQueueWaitTimeHalf

NULLDBINTNumber of seconds calls of this type spent in theCallRouter queue during the rolling five-minuteinterval.


Note

RouterQueueWaitTimeTo5

NULLDBINTNumber of seconds calls of this type spent in theCallRouter queue since midnight.


Note

RouterQueueWaitTimeToday

NULLDBINTThe script currently scheduled for the call type.ScriptID

NULLDBINTThe total number of calls to the route that weretooshort to be considered abandoned during theShortCallsHalfhalf-hour interval. A call isdetermined to be a shortcall if it is abandoned beforethe Abandoned CallWait Time expired. Short callsare not consideredabandoned, nor are they accountedfor in any ofthe Unified ICM abandoned callscalculations.

This field is applicable to Unified ICM,UnifiedCCE,and Outbound Option.

ShortCallsToHalf



Keys andNULLOption


NULLDBINTThe total number of calls to the route that were tooshort to be considered abandoned after mid-night.A call is determined to be a shortcall if it isabandoned before the Abandoned CallWait Timeexpired. Short calls are not considered abandoned,nor are they accounted for in any of the Unified ICMabandoned calls calculations.

This field is applicable to Unified ICM,UnifiedCCE,and Outbound Option.

ShortCallsToday

NULLDBINTThe total number of calls of this call type abandonedwithin the service level threshold during the currenthalf-hour interval.


ServiceLevelAbandHalf

NULLDBINTThe number of calls of this call type abandonedwithin the service level during the rollingfive-minute interval.

ServiceLevelAbandTo5

NULLDBINTThe number of calls of this call type abandonedwithin the service level since midnight.

ServiceLevelAbandToday

NULLDBINTThe total number of calls of this call type answeredwithin the service level threshold during thehalf-hour interval.

This field is incremented when the PG sends theanswered event to the router within the service levelthreshold.


ServiceLevelCallsHalf



Keys andNULLOption


NULLDBINTThe number of calls of this call type that had aservice level event during the current half-hourinterval.

Calls are counted for service level purposes as soonas it is determined how the call contributes to theservice level calculation. This determination is madewhen either the service level timer passes, the callis answered, or the caller abandons - whicheveroccurs first.


ServiceLevelCallsOfferedHalf

NULLDBINTThe number of calls of this call type that had servicelevel events during the rolling five-minute interval.


ServiceLevelCallsOfferedTo5

NULLDBINTThe number of calls of this call type that had servicelevel events since midnight.


ServiceLevelCallsOfferedToday

NULLDBINTThe number of calls of this call type that had beenin queue longer than the service level threshold sincemidnight.

ServiceLevelCallsQHeld

NULLDBINTThe total number of calls of the call type handledwithin the service level during the rollingfive-minute interval.

ServiceLevelCallsTo5

NULLDBINTThe total number of calls of the call type handledwithin the service level since midnight.

ServiceLevelCallsToday

NULLDBINTCalls that ended in Error state within SL thresholdwithin the current half-hour interval.

ServiceLevelErrorHalf



Keys andNULLOption


NULLDBINTCalls that ended in Error state within SL thresholdsince midnight.

ServiceLevelErrorToday

NULLDBFLT4The service level for this call type during the currenthalf-hour interval.


ServiceLevelHalf

NULLDBFLT4The service level for this call type during the rollingfive-minute interval. This is derived fromServiceLevelCallsTo5 andServiceLevelCallsOfferedTo5.

ServiceLevelTo5

NULLDBFLT4The service level for this call type since midnight.This is derived from ServiceLevelCallsToday andServiceLevelCallsOfferedToday.

ServiceLevelToday

NULLDBINTCalls that redirected on no answer within SLthreshold within the current half-hour interval.

ServiceLevelRONAHalf

NULLDBINTCalls that redirected on no answer within SLthreshold within the rolling five-minute interval.

ServiceLevelRONATo5

NULLDBINTCalls that redirected on no answer within SLthreshold sicne midnight.

ServiceLevelRONAToday

NULLDBINTThe total talk time in seconds for calls of this calltype ending during the current half-hour interval.


TalkTimeHalf

NULLDBINTThe total talk time in seconds for calls of this calltype ending during the rolling five-minute interval.

TalkTimeTo5

NULLDBINTA total of talk time in seconds for calls of this calltype ending since midnight.

TalkTimeToday

NULLDBINTThe total number of queued calls, non-queued calls,and calls that abandoned at the agent desktop in thecurrent half-hour interval.

TotalCallsAbandHalf



Keys andNULLOption


NULLDBINTThe total number of queued calls, non-queued calls,and calls that abandoned at the agent desktop in therolling five-minute interval.

TotalCallsAbandTo5

NULLDBINTThe total number of queued calls, non-queued calls,and calls that abandoned at the agent desktop sincemidnight.

TotalCallsAbandToday

CampaignThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It contains a description of all the configured campaigns that a 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 modifyCampaign table records.

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

Related Tables

Campaign_Skill_Group, on page 171 (via CampaignID)

Campaign_Target_Sequence, on page 173 (via CampaignID)

Campaign_Query_Rule, on page 153 (via CampaignID)

Campaign_Half_Hour, on page 152 (via CampaignID)

Campaign_Query_Rule_Half_Hour, on page 155

Campaign_Query_Rule_Real_Time, on page 162 (via CampaignID)

Dialer_Detail, on page 209 (via CampaignID)

Dialer_Port_Real_Time, on page 223 (via CampaignID)

Dialer_Skill_Group_Real_Time, on page 231 (via CampaignID)

Table 81: Indexes for Campaign Table


CampaignNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Campaign


All TablesCampaign


CampaignIDclustered, unique primary key locatedon PRIMARY

XPKCampaign

Table 82: Fields in Campaign Table

Keys andNULLOption


NOTNULL

DBINTWhen AMD is enabled for "agent" campaigns:

1. Abandon Call

2. Transfer to Agent

3. Transfer to IVR Route Point

AMDTreatmentMode

NOTNULL

DBCHARIdentifies whether this campaign was created usingthe Outbound API:

• Y = campaign created using the API

• N = campaign created using the OutboundOption Campaign tool in the ICMConfiguration Manager

APIGenerated

NULLDBINTThe number of minutes to wait before calling backa customer who abandoned the call.

AbandonCustomerCallback

NOTNULL

DBCHARIndicates whether the predictive algorithm shoulduse AbandonPercent:

• Y = Use abandon percent algorithm.

• N = Do not take abandoned calls intoconsideration while calculating the predictivealgorithm.

AbandonEnabled

NOTNULL

DBFLT8Used in the predictive algorithm to identify the upperlimit of abandon percentage allowed.

AbandonPercent

NULLDBINTThe number of minutes to wait before calling backa customer who was abandoned by the dialer.

AbandonedDialerCallback

NOTNULL

DBCHARValid options are:

• Y = Answering machine detection is enabled.

• N = Answering machine detection is disabled

AnswerDetectEnabled


All TablesCampaign

Keys andNULLOption


NULLDBINTThe number of minutes to wait before calling backa previously dialed number that was answered byan answering machine.

AnsweringMachineCallback

NOTNULL

DBINTThe number of minutes to wait before attempting acallback to a number that was busy.

BusyCallback

NOTNULL


• Y = A busy number should be retried.

• N = The next number in the list should be tried.

BusyRetryEnabled

NULLDBINTNumber of milliseconds dialer will spend analyzing.Advanced configuration item.

CPAAnalysisPeriod

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Maximum milliseconds the dialer will analyze ananswering machine voice message looking for atermination tone. Advanced configuration item.


NOTNULL

DBINTMax time allowed for analysis in milliseconds beforeidentifying a problem analysis as dead air/ lowvolume. Default: 3000 .

CPAMaxTimeAnalysis

NOTNULL

DBINTMinimum silence period required to classify a callas voice detected. Default: 375.

CPAMinSilencePeriod

NOTNULL

DBINTMinimum number of milliseconds of voice requiredto qualify a call as voice detected. Default: 112.

CPAMinimumValidSpeech

NOTNULL

DBSMALLINTMaximum amount of time, in minutes, after ascheduled callback before giving up the callbackattempt.

CallbackTimeLimit

PK NOTNULL

DBINTA unique identifier for this campaign. This is theprimary key for this table.

This field is applicable to Outbound Option only.

CampaignID

AK-1 NOTNULL

VNAME32A customer-entered name for this campaign.CampaignName

NOTNULL

DBINTCan be set to Agent Campaign or Xfer to IVRCampaign.

CampaignPurposeType


All TablesCampaign

Keys andNULLOption


NOTNULL

DBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Identifies behavior dialer takes for cancelling ringingcalls. Default is 0, which means do not cancelringing calls.

CancelRinging

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of minutes to wait to retry a cancelled call.

CancelledCallRetryTime

NOTNULL


ChangeStamp

NOTNULL

DBCHAR(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Indicates whether abandoned calls sent to IVRshould be considered closed or not.

CloseAbandonedToIVR

NULLvarchar(255)Additional configuration parameters.ConfigParam

NULLDBINTThe number of minutes to wait before calling acustomer back when the call was answered by thewrong person.

CustomerNotHomeCallback

NOTNULL

DBINTStarting daily saving time. Default:1DSTLocation

NULLVARCHAR(32)Name of the location of the starting daily savingtime.

DSTLocationName


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NULLDBINTA unique identifier that identifies a department inCCDM/CCMP deployment.

DepartmentID

NULLDESCRIPTIONA description of the campaign.Description

NOTNULL

DBCHARY=Disable IP Call Progress Analysis. (as in Release5.0).

N = IP Call Progress Analysis enabled.

Default = N

DisableCPA


All TablesCampaign

Keys andNULLOption


NULLVARCHARDisplay Name

NOTNULL


• Y= Voice detection should be done at thebeginning of the initial greeting sound.

• N= Enables a faster but less accuratevoice/answering machine detection.

EdgeDetectEnabled

NOTNULL

DBCHARIndicates the dialer will terminate media streams forconnected outbound calls in this campaign. Defaultis 'N' (disabled).

EnableMediaTermination

NOTNULL

DBCHARIndicates whether the debug setting for Recordingwave files should be enabled for connected outboundcalls in this campaign. (Default 'N'). Will getinformation from BA Options Table if notconfigured here. Default is 'N' (disabled).

EnableRecordWaveFile

NOTNULL

DBCHARIndicates whether a campaign is currently active (Y)or not (N).

Enabled

NOTNULL


• Y = Allow resetting the records that havereached the maximum number of attemp

• N =Do not allow the resetting of these records.

ExhaustedCallsEnabled

NULLDBFLT8Reserved for future useFutureUseFloat1












All TablesCampaign

Keys andNULLOption


NOTNULL


• Y= Allow dialing to home numbers.

• N = Do not allow dialing to home numbers.

HomeEnabled

NOTNULL

DBINTHome telephone numbers will not be dialed laterthan HomeEndHours:HomeEndMinutes. Hours arein 24-hour format.

HomeEndHours

NOTNULL

DBINTHome telephone numbers will not be dialed laterthan HomeEndHours:HomeEndMinutes.

HomeEndMinutes

NOTNULL

DBINTHome telephone numbers will be dialed no earlierthan HomeStartHours:HomeStartMinutes. Hoursare in 24-hour format.

HomeStartHours

NOTNULL

DBINTHome telephone numbers will be dialed no earlierthan HomeStartHours:HomeStartMinutes.

HomeStartMinutes

NOTNULL

DBCHARBoolean to indicate that AMD is enabled on IPDialers. A Y indicates enabled, an N is disabled.

IPAMDEnabled

NOTNULL

DBCHARBoolean to indicate that Terminating Tone Detectionis enabled on IP Dialers. Can be used for Transferto IVR campaigns as well as Agent campaigns.

AY indicates enabled, anN indicates disabled. Thedefault value is N.

IPTerminatingBeepDetect

NOTNULL

DBCHARIndicates whether the Unified ICM should leaveautomated messages on answering machines:

• Y = Yes, leave automated messages onanswering machines.

• N = No, do not leave automated messages onanswering machines.

LeaveMessageEnabled

NOTNULL

DBFLT8The fixed number of lines to use per agent. Note thatthis number need not be an integer.

LinesPerAgent

NOTNULL

DBINTThe maximum number of attempts permitted percontact within the current campaign.

MaxAttempts

NOTNULL

DBSMALLINTThe maximum number of times to retry a busynumber before trying the next number in the list.

MaxBusyAttempts

NOTNULL

DBFLT8The maximum number of lines dialed per agent.Note that this number need not be an integer.

MaximumLineAgent


All TablesCampaign

Keys andNULLOption


NOTNULL

DBSMALLINTThe number of seconds that a customer conversationmust last before a call is considered complete. If theminimum call duration is not reached, the call willbe classified as busy and retried.

MinimumCallDuration

NOTNULL

DBINTThe number of minutes to wait before attempting acallback to a number that was not answered.

NoAnswerCallback

NOTNULL

DBINTThe number of rings before considering a call as notanswered.

NoAnswerRingLimit

NOTNULL


• Y = Personalized callback is enabled.

• N = Personalized callback is not enabled.

PersonalizedCallbackEnabled

NULLDBINTA correction is applied to the Lines per Agent whenthe attempted calls exceeds"PredictiveConnectionPace" calls. If Null, the Dialervalue takes precedence. Otherwise, this value takesprecedence. The default is NULL.

PredictiveCorrectionPace

NULLDBFLT8The PredictiveGain term controls the overall rate ofcorrective adjustment for the Lines per Agent. Thisis the multiplier for the Proportional corrective termin the algorithm. If Null, the Dialer value takesprecedence. Otherwise, this value takes precedence.The default is NULL.

PredictiveGain

NULLDBFLT8(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The Historic Gain term calculates an additionalcorrection based on the last 5 measurement sets. Asa default, it should be set to half the PredictiveGain.It attempts to correct for systematic undershootingor overshooting over several correction cycles. IfNull, the Dialer value takes precedence. Otherwise,this value takes precedence. The default is NULL.

PredictiveHistoricGain


All TablesCampaign

Keys andNULLOption


NULLDBFLT8(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Multiplier for the Proportional term when themeasured Abandoned Call Rate is less than the targetrate. This compensates for the fact that the upsidedifference between the target and measuredAbandoned Call Rate can be much larger than thedownside difference. If Null, the Dialer value takesprecedence. Otherwise, this value takes precedence.The default is NULL.

PredictiveLowAbandonGain

Nullvarchar(15)Digits that should be prefixed to each customernumber dialed from this campaign.

This feature is used to create a unique prefix thatcan be used by Cisco Communication Manager'sTranslation Pattern function to change the ANI thatcustomers see.

PrefixDigits

NOTNULL


• Y =Voice/answeringmachine detection shouldbe done quickly rather than accurately.

• N = Voice/answering should be doneaccurately, but not as quickly as with the quickdetect feature.

QuickDetectEnabled

NOTNULL


• Y = A personalized callback should be sent toanother agent if the original agent is notavailable.

• N =A personalized callbach should not be sentto another agent.

ReleaseCallbackEnabled

NOTNULL

DBSMALLINTValid options include:

• 1 = If a callback should be rescheduled for thesame time period the next day.

• 2 = If the callback will be rescheduled for tthenext valid dialing period.

• 3 = If the callback will be abandoned (notattempted again).

RescheduleCallbackMode


All TablesCampaign

Keys andNULLOption


NOTNULL

DBSMALLINTThe number of customer close record requests toqueue before calling a stored procedure forthird-party processing.

SPClosedRecordCount

NOTNULL


• Y = Indicates that a stored procedure should becalled after a customer record has been closed.This stored procedure resides in the OutboundOption private database.

• N = This stored procedure should not be called.

SPClosedRecordEnabled

NOTNULL

DBCHARBoolean to indicate that customer GMT should beobtained from the Region Prefix table. Replaces theImportAreaProcDisable registry setting. The defaultis Y.

UseGMTFromRegionPrefix

NOTNULL

DBCHARY=When a busy number has been reached wait untilthe busy retry timeout and call the busy numberagain instead of calling the next phone number inthe customers list. Note: if the Busy retry interval isgreater than 5 minutes the system will not wait.

N = Do not wait to retry a busy number, try the nextnumber in the list.

Default = N

WaitForBusyRetry

NOTNULL


• Y = Allow dialing to work numbers.

• N = Do not allow dialing to work numbers.

WorkEnabled

NOTNULL

DBINTWork telephone numbers will not be dialed laterthan WorkEndHours:WorkEndMinutes. Hours arein 24-hour format.

WorkEndHours

NOTNULL

DBINTWork telephone numbers will not be dialed laterthan WorkEndHours:WorkEndMinutes.

WorkEndMinutes

NOTNULL

DBINTWork telephone numbers will be dialed no earlierthanWorkStartHours:WorkStartMinutes. Hours arein 24-hour format.

WorkStartHours

NOTNULL

DBINTWork telephone numbers will be dialed no earlierthan WorkStartHours:WorkStartMinutes.

WorkStartMinutes


All TablesCampaign

Campaign_Half_Hour

THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.Note

This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 551). Forinformation about database rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It gets populated on central and HDS databases and provides historical reporting for campaign attributes.

Related Tables

Campaign, on page 143 (via CampaignID)

Table 83: Indexes for Campaign_Half_Hour Table


RecoveryKeyNonclustered, unique, unique key locatedon PRIMARY

XAK1Campaign_Half_Hour

DbDateTimeNonclustered located on PRIMARYXIE1Campaign_Half_Hour

CampaignID, DateTime, TimeZoneClustered, unique primary key located onPRIMARY

XPKCampaign_Half_Hour

Table 84: Fields in Campaign_Half_Hour Table

Keys andNULLOption


AK1NULLDBINTIndicates how long in seconds the campaign hasbeen configured to be active during the current halfhour.

ActiveTimeToHalf

PK, FKNOTNULL

DBINTThe unique identifier of the Campaign.CampaignID

PK NOTNULL

DBSMALLDATEThe central controller date and time at the beginningof the interval.

DateTime

IE1-IndexedNULL

DBDATETIMEThe current date and time stamp when the recordsare written to the database.

DbDateTime

NULLDBINTReserved for future use.FutureUseInt1




All TablesCampaign_Half_Hour

Keys andNULLOption




NOTNULL

DBFLT8Unique record identifier.RecoveryKey

PK NOTNULL


TimeZone

Campaign_Query_RuleThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It contains a set of associations between query rules and campaigns.


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

Related Tables


Query_Rule, on page 330 (via QueryRuleID)

Table 85: Indexes for Campaign_Query_Rule Table


CampaignID, QueryRuleIDclustered, unique, primary key locatedon PRIMARY

XPKCampaign_Query_Rule


All TablesCampaign_Query_Rule

Table 86: Fields in Campaign_Query_Rule Table

Keys andNULLOption


PK, FKNOTNULL

DBINTThe campaign to which this query rule belongs. Thisfield is a foreign key from the Campaign table.


CampaignID

NOTNULL

DBINTThe amount of time (in minutes) to use the currentquery rule before going on to the next.

Duration

NOTNULL

DBCHARIndicates whether or not to use duration rate to movebetween query rules within this campaign:

• Y = Use duration (time spent within a queryrule)

• N = Do not use duration

DurationEnabled

NOTNULL

DBINTThe contact will not be dialed past theEndHours:EndMinutes. Hours are in 24-hour formatand are based on the Unified ICMCentral Controllertime.

EndHours

NOTNULL

DBINTThe contact will not be dialed past theEndHours:EndMinutes. Time is based on theUnifiedICM Central Controller time.

EndMinutes









NOTNULL

DBINTThe percentage of hits (completed/attempted) percampaign considered as a threshold by the predictivealgorithm. The percentage value is a whole numberbetween 0 and 100.

HitRate


All TablesCampaign_Query_Rule

Keys andNULLOption


NOTNULL

DBCHARIndicates whether or not to use hit rate to movebetween query rules within this campaign:

• Y = Use hit rate

• N = Do not use hit rate

HitRateEnabled

NOTNULL

DBINTThe order in which the query rules are to be used.ListOrder

NOTNULL

DBINTThe percentage of this query rule to be attemptedbefore shifting to the next query rule within thecurrent campaign. The percentage value is a wholenumber between 0 and 100.

Penetration

NOTNULL

DBCHARIndicates whether or not to use penetration rate tomove between query rules within this campaign:

• Y = Use penetration rate

• N = Do not use penetration rate

PenetrationEnabled

NOTNULL

DBCHARIndicates whether the query rule is enabled ordisabled within this campaign:

• Y = Enabled

• N = Disabled

QueryRuleEnabled

PK, FKNOTNULL

DBINTThe query rule belonging to the campaign identifiedby the CampaignID. This field is a foreign key fromthe Query Rule table.


QueryRuleID

NOTNULL

DBINTTThe contact will not be dialed earlier than theStartHours:StartMinutes. Hours are in 24-hourformat and are based on the Unified ICM CentralController time.

StartHours

NOTNULL

DBINTTThe contact will not be dialed earlier than theStartHours:StartMinutes. Time is based on theUnified ICM Central Controller time.

StartMinutes

Campaign_Query_Rule_Half_HourThis table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


All TablesCampaign_Query_Rule_Half_Hour

It gets populated on central and HDS databases. Each row in this table provides half-hour statistics on aparticular Campaign-Query Rule combination. The statistics reflect counters that are used in the OutboundOption predictive dialing algorithm.

Related Tables



Table 87: Indexes for Campaign_Query_Rule_Half_Hour Table


RecoveryKeyNonclustered, unique, unique keylocated on PRIMARY

XAK1Campaign_Query_Rule_Half_Hour

DbDateTimeNonclustered located on PRIMARYXIE1Campaign_Query_Rule_Half_Hour

DateTime, CampaignID, QueryRuleID,TimeZone

Clustered, unique, primary key locatedon PRIMARY

XPKCampaign_Query_Rule_Half_Hour

The Campaign_Query_Rule_Interval Table populates with 30/15 minute reporting data, depending on theHistorical Reporting Interval setting for the peripheral gateway. However, theCampaign_Query_Rule_Half_Hour Table does not populate this data.

Note

Table 88: Fields in Campaign_Query_Rule_Half_Hour Table

Keys andNULLOption


NULLDBINTThe number of calls in a half-hour period where thedialer abandoned a customer call.

AbandonDetectToHalf

NULLDBINTThe abandoned number of calls in a half-hour period.However, instead of hanging-up on a customer, thecall was transferred to an IVR which played amessage to the customer.

AbandonToIVRToHalf

NULLDBINTThe number of preview/callback calls in a half-hourperiod that the agent closes (these customers willnot be dialed).

AgentClosedDetectToHalf

NULLDBINTThe number of preview/callback calls in a half-hourperiod that the agent rejects.

AgentRejectedDetectToHalf

NULLDBINTThe number of calls in a half-hour period thatdetected an answering machine.

AnsweringMachineDetectToHalf

NULLDBINTThe number of calls in a half-hour period thatdetected busy signal.

BusyDetectToHalf



Keys andNULLOption


NULLDBINTThe total number of records scheduled for a callback.CallbackCountToHalf

PK, FKNOTNULL

DBINTThe campaign to which this query rule belongs.


CampaignID

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Indicates the number of times an active query rulewas used to retrieve numbers but failed to find anyvalid ones for this timeframe in its dialing list.

CampaignOutOfNumbersToHalf

NULLDBINTThe number of calls in a half-hour period where thedialer cancelled a ringing customer call.

CancelledDetectToHalf

NULLDBINTThe number of attested calls within a half-hourperiod.

ContactsAttemptedToHalf

NULLDBINTThe number of calls in a half-hour period that wereabandoned by the customer after they picked up thetelephone.

CustomerAbandonDetectToHalf

NULLDBINTThe number of calls that were answered by thewrong party; the customer was not home.

CustomerNotHomeCountToHalf

PK NOTNULL

DBSMALLDATEThe Unified ICM Central Controller date and timeat the start of the interval.

DateTime

IE-1 NULLDBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column.

DbDateTime

NULLDBINTThe number of calls in a half-hour period thatdetected a FAX machine.

FaxDetectToHalf






NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of calls where the voice energy was notsignificant enough to count.

LowNoiseVolumeToHalf



Keys andNULLOption


NULLDBINTThe number of calls in a half-hour period thatdetected a network answering machine. Networkanswering machine can be network-based IVR, ornetwork-based answering service.

NetworkAnsMachineDetectToHalf

NULLDBINTThe number of calls in a half-hour period that werenot answered.

NoAnswerDetectToHalf

NULLDBINTThe number of calls in a half-hour period that didnot receive a dial tone.

NoDialToneDetectToHalf

NULLDBINTThe number of calls in the current half hour periodthat:

• Did not receive ringback tone.

• Were disconnected by the carrier or the networkwhile ringing.

• Were flagged with a data error or a no-valuecall.

NoRingBackDetectToHalf

NULLDBINTThe number of calls where the customer requesteda personal callback.

PersonalCallbackCountToHalf

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Indicates how long the campaign was active duringthis half hour.

QueryRuleActiveTimeToHalf

PK, FKNOTNULL

DBINTThe query rule belonging to the campaign identifiedby the CampaignID.


QueryRuleID

AK-1 NOTNULL

DBFLT8Unique identity that is assigned to each record andused internally by Unified CC Enterprise to trackthe record.

RecoveryKey

NULLDBINTThe number of calls in a half-hour period thatdetected a network SIT tone.

SITToneDetectToHalf

NULLDBINTThe total number of seconds agents spent talking onthe phone during the last half-hour.

TalkTimeToHalf

PK NOTNULL


TimeZone



Keys andNULLOption


NULLDBINTThe total number of calls ending in an agentanswering the call during the last half-hour.

Outbound Option: The number of calls in ahalf-hour period that detected a live person.

VoiceDetectToHalf

NULLDBINTThe total number of seconds agents spent in wrap-upmode during the last half-hour.

WrapupTimeToHalf

NULLDBINTThe number of calls where the customer's phonenumber was incorrect (the customer does not livethere).

WrongNumberCountToHalf

Campaign_Query_Rule_IntervalThis section describes the Campaign Query Rule Interval table.

Table 89: Fields in Campaign_Query_Rule_Interval Table

Keys andNULLOption


NULLDBINTThe number of calls in a reporting interval periodwhere the dialer abandoned a customer call.

AbandonDetect

NULLDBINTThe number of calls in a reporting interval periodthat had to be abandoned. However, instead ofhanging-up on a customer, the call was transferredto an IVR which played a message to the customer.

AbandonToIVR

NULLDBINTThe number of preview/callback calls in a reportinginterval period that the agent closed. (Thesecustomers are not dialed.)

AgentClosedDetect

NULLDBINTThe number of preview/callback calls in a reportinginterval period that the agent rejected.

AgentRejectedDetect

NULLDBINTThe number of calls in a reporting interval periodthat detected an answering machine.

AnsweringMachineDetect

NULLDBINTThe number of calls in a reporting interval periodthat detected a busy signal.

BusyDetect

NULLDBINTThe total number of records scheduled for a callback.CallbackCount

PK2, NOTNULL

DBINTThe campaign to which this query rule belongs.CampaignID


All TablesCampaign_Query_Rule_Interval

Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Indicates how much time an active query rule wasasked to retrieve numbers but could not find anyvalid ones for this timeframe in its dialing list.

CampaignOutOfNumbers

NULLDBINTThe number of calls in a reporting interval periodwhere the dialer cancelled a ringing customer call.

CancelledDetect

NULLDBINTThe number of attempted calls within the reportinginterval.

ContactsAttempted

NULLDBINTThe number of calls in a reporting interval periodthat the customer abandoned after they picked upthe phone.

CustomerAbandonDetect

NULLDBINTThe number of calls that wrong parties answered;the customer was not home.

CustomerNotHomeCount

PK1, NOTNULL

DBSMALLDATEThe Unified ICM Central Controller date and timeat the start of the interval.

DateTime

IE1, NULLDBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column.

DbDateTime

NULLDBINTThe number of calls in a reporting interval periodthat detected a FAX machine.

FaxDetect







LowNoiseVolume

NULLDBINTThe number of calls in a reporting interval periodthat detected a network answering machine. Anetwork answeringmachine can be a network-basedIVR, or a network-based answering service.

NetworkAnsMachineDetect

NULLDBINTThe number of calls in a reporting interval periodthat were not answered.

NoAnswerDetect



Keys andNULLOption


NULLDBINTThe number of calls in a reporting interval periodthat did not receive a dial tone.

NoDialToneDetect

NULLDBINTThe number of calls in the current reporting intervalperiod that did not receive a ringback tone, that thecarrier or network did not disconnect while ringing,or that were flagged with a data error or a no-valuecall.

NoRingBackDetect


PersonalCallbackCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Indicates how long the campaign was active duringthis reporting interval.

QueryRuleActiveTime

PK3, NOTNULL


QueryRuleID

AK1, NOTNULL


RecoveryKey

IE2, NULLDBINTThe value indicates Half Hour boundary interval (0to 47). Two 15minute interval records have a uniquehalf hour boundary value.

ReportingHalfHour

IE3, NULLDBINTThis value indicates the period, in minutes, overwhich the router calculates the Call Type and CallType Skill Group data. The only valid value is 30(default).

ReportingInterval

NULLDBINTThe number of calls in a reporting interval periodthat detected a network SIT tone.

SITToneDetect

NULLDBINTThe total number of seconds agents spent talking onthe phone during the last reporting interval.

TalkTime

PK4, NOTNULL


TimeZone

NULLDBINTThe total number of calls ending in an agentanswering the call during the last reporting interval.

VoiceDetect

NULLDBINTThe total number of seconds agents spent in wrap-upmode during the last reporting interval.

WrapupTime



Keys andNULLOption


NULLDBINTThe number of calls where the customer's phonenumber was incorrect. (The customer did not livethere.)

WrongNumberCount

Campaign_Query_Rule_Real_TimeThis table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


Each row provides real-time statistics on a particular Campaign-Query Rule combination. The statistics reflectcounters 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



Table 90: Indexes for Campaign_Query_Rule_Real_Time Table


CampaignID, QueryRuleIDclustered, unique, primary key locatedon PRIMARY

XPKCampaign_Query_Rule_Real_Time

Table 91: Fields in Campaign_Query_Rule_Real_Time Table

Keys andNULLOption


NULLDBINTThe number of calls abandoned by the dialer.AbandonDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period wherethe dialer abandoned a customer call.

AbandonDetectTo5


All TablesCampaign_Query_Rule_Real_Time

Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period where thedialer abandoned a customer call.

AbandonDetectToHalf

NULLDBINTThe number of calls that detected an answeringmachine.

AbandonToIVRCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period that hadto be abandoned. However, instead of hanging-upon a customer, the call was transferred to an IVRwhich played a message to the customer.

AbandonToIVRTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period that hadto be abandoned. However, instead of hanging-upon a customer, the call was transferred to an IVRwhich played a message to the customer.

AbandonToIVRToHalf

NULLDBINTThe number of preview/callback calls that wereclosed by the agent (these customers will not bedialed).

AgentClosedCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of preview/callback calls in a fiveminute period that were closeded by the agent (thesecustomers will not be dialed).

AgentClosedDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of preview/callback calls in a half-hourperiod that were closeded by the agent (thesecustomers will not be dialed).


NULLDBINTThe number of preview/callback calls that wererejected by the agent.

AgentRejectedCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of preview/callback calls in a fiveminute period that were rejected by the agent.

AgentRejectedDetectTo5



Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of preview/callback calls in a half-hourperiod that were rejected by the agent.


NULLDBINTThe number of calls that were abandoned by thedialer. However, instead of hanging-up on thecustomer, the call was transferred to an IVR whichplayed a message to the customer.

AnsweringMachineCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period thatdetected an answering machine.

AnsweringMachineDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period thatdetected an answering machine.


NULLDBINTThe number of attempted calls so far today.(CallBackCount + VoiceCount + BusyCount +NoAnswerDetectCount +NoRingBackDetectCount+ NoDialToneDetectCount + FaxDetectCount +NetworkAnsMachineDetectCount +AnsweringMachineCount + SITToneDetectCount+ CancelledDetectCount + WrongNumberCount +CustomerNotHomeCount + PersonalCallbackCount+ AbandonDetectCount + AbandonToIVRCount +CustomerAbandonDetectCount)

AttemptedCount

NULLDBINTThe number of calls that detected a busy signal.BusyCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period thatdetected a busy signal.

BusyDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period thatdetected a busy signal.

BusyDetectToHalf

NULLDBINTThe total number of records scheduled for a callbacktoday.

CallBackCount



Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total number of records scheduled for a callbackin a five minute period.

CallbackCountTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total number of records scheduled for a callbackin a half-hour period.

CallbackCountToHalf

PK, FKNOTNULL

DBINTThe campaign to which this query rule belongs.


CampaignID

NULLDBINTThe number of calls where the dialer cancelled aringing customer call.

CancelledDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period wherethe dialer cancelled a ringing customer call.

CancelledDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period where thedialer cancelled a ringing customer call.


NULLDBINTRecords customer calls closed for any reason otherthan reaching a live customer since the last overwriteimport.

ClosedCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of attempted calls within a five minuteperiod.

ContactsAttemptedTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of attempted calls within a half-hourperiod.


NULLDBINTThe number of calls where the customer hung-upimmediately after picking up the telephone.

CustomerAbandonDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period that wereabandoned by the customer after they picked up thetelephone.

CustomerAbandonDetectTo5



Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period that wereabandoned by the customer after they picked up thetelephone.


NULLDBINTThe number of calls that were answered by thewrong party because the customer was not home.


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period that wereanswered by the wrong party because the customerwas not home.

CustomerNotHomeCountTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period that wereanswered by the wrong party because the customerwas not home.


NOTNULL

DBDATETIMEThe Unified ICM Central Controller date and timewhen this data was last updated.

DateTime

NULLDBINTThe number of calls that detected a FAX.FaxDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period thatdetected a FAX machine.

FaxDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period thatdetected a FAX machine.

FaxDetectToHalf





NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of calls in a one day period where the voiceenergy was not significant enough to count.

LowNoiseVolumeToday



Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of calls in a five minute period where thevoice energy was not significant enough to count.

LowNoiseVolumeTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of calls in a half-hour period where thevoice energy was not significant enough to count.


NULLDBINTThe number of calls that detected a networkanswering machine. A network answering machinecan be a network based IVR, or a network basedanswering service.

NetworkAnsMachineCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period thatdetected a network answering machine. A networkanswering machine can be a network based IVR, ora network based answering service.

NetworkAnsMachineDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period thatdetected a network answering machine. A networkanswering machine can be a network based IVR, ora network based answering service.


NULLDBINTThe number of calls that were not answered.NoAnswerDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period that werenot answered.

NoAnswerDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period that werenot answered.


NULLDBINTThe number of calls that did not detect a dial tone.NoDialToneDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period that didnot receive a dial tone.

NoDialToneDetectTo5



Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period that didnot receive a dial tone.


NULLDBINTThe number of calls in the current half hour periodthat did not receive a ring-back tone, that weredisconnected by the carrier or the network whileringing, or that were flagged with a data error or ano-value call.

NoRingBackDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period that didnot receive a ring back tone.

NoRingBackDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period that didnot receive a ring back tone.


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of pending records which are eligible fordialing now in zone 1.

PendingRecordsZone1

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of pending records which are eligible fordialing now in zone 2.

PendingRecordsZone2

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of campaign records that are pending retryin Zone 1 that are dialable now. This is significantsince retries get higher priority and can reduce hitrate and agent efficiency.

PendingRetryRecordsZone1

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Number of campaign records that are pending retryin Zone 2 that are dialable now. This is significantsince retries get higher priority and can reduce hitrate and agent efficiency.

PendingRetryRecordsZone2

NULLDBINTThe number of calls where the customer requesteda personal call-back.




Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period wherethe customer requested a personal callback.

PersonalCallbackCountTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period where thecustomer requested a personal callback.


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Indicates whether the current campaign is active ornot.

QueryRuleActive

PK, FKNOTNULL



QueryRuleID

NULLDBINTThe number of calls that detected a SpecialInformation Tone (SIT).

SITToneDetectCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period thatdetected a network SIT tone.

SITToneDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period thatdetected a network SIT tone.

SITToneDetectToHalf

NULLDBINTThe total number of seconds agents spent talking onthe telephone since midnight.

TalkTimeCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total number of seconds agents spent talking onthe phone during the last half-hour.

TalkTimeToHalf

NULLDBINTThe total number of records available to dial for thecurrent campaign query rule since the last overwriteimport.

TotalCount

NULLDBINTThe number of live customers that have been reachedsince the last overwrite import.

TotalVoiceCount



Keys andNULLOption


NULLDBINTThe number of calls for the day that ended insuccessful customer contact.

Outbound Option: The number of calls thatdetected a live person.

VoiceCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total number of calls ending in an agentanswering the call during the last five minutes.

Outbound Option: The number of calls in a fiveminute period that detected a live person.

VoiceDetectTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTUREUSE.)The total number of calls ending in an agentanswering the call during the last half-hour.


VoiceDetectToHalf

NULLDBINTThe number of seconds agents spent in wrap-upmode since midnight.

WrapupTimeCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total number of seconds agents spent in wrap-upmode during the last half-hour.

WrapupTimeToHalf

NULLDBINTThe number of calls where the customer phonenumber was incorrect (the customer did not livethere).

WrongNumberCount

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a five minute period wherethe customer's phone number was incorrect (thecustomer did not live there).

WrongNumberCountTo5

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period where thecustomer's phone number was incorrect (thecustomer did not live there).




Campaign_Skill_GroupThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It contains the associations between campaigns and skill groups within the software.


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

Related Tables


Skill_Group, on page 452 (SkillGroupID maps to Skill_Group.SkillTargetID)

Table 92: Indexes for Campaign_Skill_Group Table


CampaignID, SkillTargetIDclustered, unique, primary key locatedon PRIMARY

XPKTarget_Group

Table 93: Fields in Campaign_Skill_Group Table

Keys andNULLOption


NULLvarchar(50)Abandoned Contacts are transferred to this routepoint, which points to an IVR.

AbandonedRoutePoint

NULLDBINTThis variable controls whether the dialer will useCTI Server to answer the reservation call and thetransfer call sent to the agent or allow the agent'sphone to answer the call on its own.

Possible values: 1: Auto answer on; 2: Auto-answeroff

AutoAnswerReservationCall

PK, FKNOTNULL

DBINTThe campaign to which this target group belongs.Foreign key from the Campaign table.


CampaignID



All TablesCampaign_Skill_Group

Keys andNULLOption


NULLVNAME32For Unified CCE, indicates the DN that should beused when sending a new call request via the MRPIM. This DN will be used to run a routing scriptwhere an agent should be reserved from the sameskill that has been assigned to the campaign.

Note that each skill group should have a unique DNassociated with it.

For Avaya Definity ACD, indicates the number thatshould be dialed to reach the VDN for the selectedskill group.

DialedNumber









NOTNULL

DBINTNumber of ports supported by the IVR for thecurrent skill group (3 digits).

IVRPorts

NULLvarchar(50)Contacts are transferred to this route point, whichpoints to an IVR.

IVRRoutePoint

NOTNULL

DBINTThe number of agents per skill group to ignoreduring predictive dialer calculations.

OverflowAgents

NOTNULL

DBINTThe number of records that should be cached by thedialer for a specific campaign-skill groupcombination.

RecordsToCache

NULLDBINTThe percentage of agents to reserve within this skillgroup. The variable is only relevant in previewmode. For all other modes, 100 percent of agentsare reserved.

ReservationPercentage

PK, FKNOTNULL

DBINTA unique key indicating the skill group with whichthis target group is associated. Foreign key to theSkill Group table.

SkillTargetID


All TablesCampaign_Skill_Group

Campaign_Target_SequenceThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It contains the target type (home or work) and the sequence with which numbers are dialed within a campaign.


Related Tables


Dialer_Detail, on page 209 (via Phone Index)

Table 94: Indexes for Campaign_Target_Sequence Table


CampaignID, SequenceNumberclustered, unique, primary key locatedon PRIMARY

XPKCampaign_Target_Sequence

Table 95: Fields in Campaign_Target_Sequence Table

Keys andNULLOption


PK, FKNOTNULL

DBINTThe campaign to which this target sequence belongs.Foreign key from the Campaign table.


CampaignID











All TablesCampaign_Target_Sequence

Keys andNULLOption


NOTNULL

DBINTIndicates the phone number that should be usedwithin the zone.

This value can range from 0 through 9.

An index value of 0 represents the Phone1 in theconfiguration tool.

PhoneIndex

PK NOTNULL

DBINTPart of the primary key. Indicates the sequence ofthe number to dial within a campaign.

SequenceNumber

NOTNULL

DBINTIndicates the zone to which the configured phonenumber belongs:

0 = Zone 1

1 = Zone 2

ZoneIndex

Cfg_Mngr_App_Snapshot_StateThis table is part of the User Preferences group (see User Preferences, on page 576). To see database rules forthis table, see User Preferences Tables, on page 625.

This table defines a specific state of the Unified ICM Configuration Manager user interface that a user hassaved. Information from this table is used to reconstruct the state of the Unified ICM Configuration Managerwhen the Administration & Data Server is restarted.

Related Table

Cfg_Mngr_User_Desktop_Snap, on page 176 (via DesktopSnapShotID)

Table 96: Indexes for Cfg_Mngr_App_Snapshot_State Table


DesktopSnapShotID, ApplicationIDclustered, unique, primary key locatedon PRIMARY

XPKCfg_Mngr_App_Snapshot_State

Table 97: Fields in Cfg_Mngr_App_Snapshot_State Table

Keys andNULLOption


PK, NOTNULL

DBINTIdentifies the applicationApplicationID


All TablesCfg_Mngr_App_Snapshot_State

Keys andNULLOption


NOTNULL

DBCHARValid options include:

• Y = Indicates that the application was openwhen Configuration Manager was closed.

• N = The application was not open whenConfiguration Manager was closed.

ApplicationOpen

PK, FKNOTNULL

DBINTA unique identifier for the desktop snapshot.DesktopSnapShotID

NULLDBINTID for the first filter key of the application.Filter1

NULLDBINTID for the second filter key of the application.Filter2

NULLVNAME32A field name used for the third filter criteria.Filter3FieldName

NULLDBSMALLINTA field type identifier used for text/numeric lookup.Filter3FieldType

NULLDBSMALLINTThe selection type.Filter3OptionSelection

NULLvarchar(255)The selection value.Filter3Selection

NULLDBSMALLINTThe application's X position on the desktop.POSX

NULLDBSMALLINTThe application's Y position on the desktop.POSY

Cfg_Mngr_GlobalsThis table is part of the User Preferences group (see User Preferences, on page 576). To see database rules forthis table, see User Preferences Tables, on page 625.

This table contains a single record that stores version information about the menu system that Unified ICMConfiguration Manager is currently using.

Table 98: Indexes for Cfg_Mngr_Globals Table


VersionIDclustered, unique, primary key locatedon PRIMARY

XPKCfg_Mngr_Globals


All TablesCfg_Mngr_Globals

Table 99: Fields in Cfg_Mngr_Globals Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL

DBINTStores version information about the menu systemthe Unified ICMConfigurationManager is currenltyusing.

Version

PK NOTNULL

DBINTA unique identifier for the version.VersionID

Cfg_Mngr_User_Desktop_SnapThis table is part of the User Preferences group (see User Preferences, on page 576). To see database rules forthis table, see User Preferences Tables, on page 625.

This table retains information on current Unified ICM Configuration Manager state for a particular user.

Related Table

Cfg_Mngr_App_Snapshot_State, on page 174 (via DesktopSnapShotID)

Table 100: Cfg_Mngr_User_Desktop_Snap Table


DesktopSnapShotIDclustered, unique, primary key locatedon PRIMARY

XPKCfg_Mngr_User_Desktop_Snap

Table 101: Fields in Cfg_Mngr_User_Desktop_Snap Table

Keys andNULLOption


NOTNULL

DBCHARDetermines whether multiple executing instances ofa tool should be allowed:

• Y = (Default) Yes, allow multiple instances torun at once.

• N = No, do not allow multiple instances.

AllowMultipleAppInstances


All TablesCfg_Mngr_User_Desktop_Snap

Keys andNULLOption


NOTNULL

DBCHARIndicates whether or not the tools shouldautomatically retrieve data when they start:

• Y = Yes, automatically retrieve data at startup.

• N = (Default) No, do not automatically retrievedata.

AutoRetrieve

NOTNULL


ChangeStamp


DateTimeStamp

PK NOTNULL

DBINTA unique identifier for the desktop snapshot.DesktopSnapShotID

NOTNULL

varchar(128)A name for the desktop snapshot.DesktopSnapShotName

FK NULLDBINTA unique identifier for the menu.MenuID

NOTNULL

DBCHARDetermines whether tools should be reopened whena snapshot is loaded:

• Y = Yes, reopen tool when snapshot is loaded.

• N = (Default) No, do not reopen tool.

OpenAppsOnLoad

NOTNULL

DBCHARIndicates whether or not the application should startin the screen position it was in when it was last runby the user:

• Y = Yes, start application is same position.

• N = (Default) No, start it in application's defaultposition.

SaveApplicationPositions

NOTNULL

DBCHARDeternimes whether or not filter settings should besaved for all tools:

• Y = (Default) Yes, save filter settings.

• N = No, do not save filter settings.

SaveFilterData

FK NOTNULL

DBINTA foreign key to the Cfg_Mngr_User_Settings table.UserSettingsID


All TablesCfg_Mngr_User_Desktop_Snap

Cfg_Mngr_User_MenuThis table is part of the User Preferences group (see User Preferences, on page 576). To see database rules forthis table, see User Preferences Tables, on page 625.

This table holds information that describes the default and custom menus in use for each user of Unified CCEConfiguration Manager.

Related Table

Cfg_Mngr_View, on page 179 (via MenuID)

Table 102: Indexes for Cfg_Mngr_User_Menu Table


MenuIDclustered, unique, primary key locatedon PRIMARY

XPKCfg_Mngr_User_Menu

Table 103: Fields in Cfg_Mngr_User_Menu Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDBINTIdentifies the last desktop snapshot.DesktopSnapShotID

PK NOTNULL

DBINTA unique identifier for the menu.MenuID

NOTNULL

VNAME32A name for the menu.MenuName

Cfg_Mngr_User_SettingsThis table is part of the User Preferences group (see User Preferences, on page 576). To see database rules forthis table, see User Preferences Tables, on page 625.

This table holds specific Unified CCEConfigurationManager settings for each user Unified CCEConfigurationManager.

Related Tables

Cfg_Mngr_User_Desktop_Snap, on page 176 (via UserSettingsID)


All TablesCfg_Mngr_User_Menu

Table 104: Indexes for Cfg_Mngr_User_Settings Table


LoginNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Cfg_Mngr_User_Settings

UserSettingsIDclustered, unique, primary key locatedon PRIMARY

XPKCfg_Mngr_User_Settings

Table 105: Fields in Cfg_Mngr_User_Settings Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDBINTIdentifier for the last desktop snapshot that the userhad opened before closing the Unified ICMConfiguration Manager.

LastDesktopSnapShotID

AK-1 NOTNULL

varchar(128)The unique login name of the user who owns thesesettings.

LoginName

NOTNULL

DBCHARIndicates whether or not to save the current desktopsnapshot settings when the Unified ICMConfiguration Manager is closed:

• Y = Yes, save settings on exit (the default).

• N = No, do not save settings on exit.

SaveSnapShotOnExit

PK NOTNULL

DBINTA unique identifier for the user settings.UserSettingsID

Cfg_Mngr_ViewThis table is part of the User Preferences group (see User Preferences, on page 576). To see database rules forthis table, see User Preferences Tables, on page 625.

This table holds the information necessary to produce the tree view structure for multiple default and custommenus within the Unified ICM Configuration Manager. The Primary Key (PK) is nonclustered.

Related Tables

Cfg_Mngr_User_Menu, on page 178 (via MenuID)


All TablesCfg_Mngr_View

Table 106: Indexes for Cfg_Mngr_View Table


PeerNodeIDnonclustered located on PRIMARYXIE1Cfg_Mngr_View

ChildNodeIDnonclustered located on PRIMARYXIE2Cfg_Mngr_View

NodeID, MenuIDnonclustered, unique, primary keylocated on PRIMARY

XPKCfg_Mngr_View

Table 107: Fields in Cfg_Mngr_View Table

Keys andNULLOption


NULLDBINTIdentifies the application.ApplicationID

NOTNULL


ChangeStamp

IE-2 NULLDBINTIdentifies the child node in the tree view.ChildNodeID


DateTimeStamp

PK, FKNOTNULL

DBINTA unique identifier for the menu.MenuID

PK NOTNULL

DBINTA unique identifier for the node in the tree view.NodeID

IE-1 NULLDBINTIdentifies the peer node in the tree view.PeerNodeID

Class_Access_XrefThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

It lists the access levels available for each class. The Primary Key (PK) is nonclustered.

Related Tables

Class_List, on page 181 (via ClassID)

Table 108: Indexes for Class_Access_Xref Table


AccessLevel, ClassIDclustered, unique, unique key locatedon PRIMARY

XAK1Class_Access_Xref


All TablesClass_Access_Xref


ClassAccessXrefIDnonclustered, unique, primary keylocated on PRIMARY

XPKClass_Access_Xref

Table 109: Fields in Class_Access_Xref Table

Keys andNULLOption


AK-1 NOTNULL

DBINTA supported access level for the class. To see values.see Access Levels, on page 579.

AccessLevel

PK NOTNULL

DBINTA unique identifier for the record.ClassAccessXrefID

AK-1 NOTNULL

DBINTIdentifies the class from the Class_List table.ClassID

Class_ListThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

It lists the available classes. The contents of this table are set up when the software is installed and neverchange.

Related Tables

Class_Security, on page 182 (via ClassID)

ClassID_To_ObjectType, on page 183 (via ClassID)

Table 110: Indexes for Class_List Table


Nameclustered, unique, unique key locatedon PRIMARY

XAK1Class_List

ClassIDnonclustered, unique, primary keylocated on PRIMARY

XPKSecurity_Class

Table 111: Fields in Class_List Table

Keys andNULLOption


PK NOTNULL

DBINTA unique identifier for the class.ClassID


All TablesClass_List

Keys andNULLOption


NULLDESCRIPTIONAdditional information about the class.Description

AK-1 NOTNULL

varchar(30)The name of the class.Name

Class_SecurityThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

It lists the level of security each user or group has for a class.

Related Tables


User_Group, on page 536 (via UserGroupName)

Table 112: Indexes for Class_Security Table


ClassSecurityIDclustered, unique, primary key locatedon PRIMARY

XPKClass_Security

Table 113: Fields in Class_Security Table

Keys andNULLOption


NOTNULL

DBINTThe access level the user group has for the class. Tosee values. see Access Levels, on page 579.

AccessLevel

NOTNULL


ChangeStamp

NOTNULL


PK NOTNULL

DBINTA unique identifier for the record.ClassSecurityID


DateTimeStamp

NOTNULL

varchar(64)Identifies the user group.UserGroupName


All TablesClass_Security

ClassID_To_ObjectTypeThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Maps each class to its component object types

Related Tables


Object_List, on page 292 (via ObjectType + ObjectID)

Table 114: Indexes for ClassID_To_ObjectType Table


ObjectTypenonclustered located on PRIMARYXIE1ClassID_To_ObjectType

ClassID, ObjectTypeclustered, unique, primary key locatedon PRIMARY

XPKClassID_To_ObjectType

Table 115: Fields in ClassID_To_ObjectType Table

Keys andNULLOption


PK, FKNOTNULL


NOTNULL

DBINTFor Logical Interface Controller objects:

• 2 = PG

• 3 = NIC

For all other object types, this field is 0.Note

ObjectID

PK, FK,IE-1 NOTNULL

DBINTIdentifies the type of the object.ObjectType

Configuration_LimitThis table defines safe outer boundaries for Unified ICM Configuration parameters. The default values setfor Configuration Limits are the maximum values that have been tested and confirmed by Cisco. Your systemdeployment may require lower limits.

However, if you configure beyond the ConfigLimitID values and experience difficulties, we might requireyou to change values to correspond to the defined limits before we can troubleshoot.


All TablesClassID_To_ObjectType

You can use ConfigLimitName for the following defined limits:

• Skill_Groups_Per_Agent - For Precision Routing peripherals, it is the maximum number of skill groupsand precision queues to which an agent can belong. The default value is 50.Currently, only an IPCCEnterprise peripheral is considered as a Precision Routing peripheral.

For non Precision Routing peripherals, it is the maximum number of skill groups to whichan agent canbelong. The default value is 50.

• MAX_DNC_LIST_SIZE - Maximum number of records in Do Not Call List. The default and currentvalue is 60000000.

• MAX_SIP_PORTS - Maximum number of ports supported by SIP Dialer. The default and current valueis 1500.

• MAX_ATTRIBUTES_PER_AGENT - Maximum number of attributes for each agent. The default andcurrent value is 50.

• MAX_ATTRIBUTES_PER_ATTRIBUTESET - Maximum number of Attributes per attribute set. Thedefault and current value is 100.

• SYSTEM_WIDE_MAX_PRECISION_QUEUE - System-wide maximum number of precision queues.The default and current value is 4000.

• MAX_PQSTEP_PER_PQ - Maximum number of precision queue steps for each precision queue. Thedefault and current value is 10.

• MAX_PQTERM_PER_PQSTEP -Maximum number of precision queue terms per precision queue step.The default and current value is 10.

• SYSTEM_WIDE_MAX_ATTRIBUTES - Systemwide maximum number of attributes. The default andcurrent value is 10000.

• MAX_UNIQUE_ATTRIBUTES_PER_PQ - Maximum number of unique attributes for each precisionqueue. The default and current value is 10.

• CPS_CAPACITY - Calls per second capacity. The default and current value is 100.

• AGENT_CAPACITY - Agent capacity. The default and current value is 12000.

• DEPLOYMENT_MAX_CPS - Maximum number of calls per second of a deployment type. The defaultand current value is 300.

• MAX_SYS_AGENT_QUEUE_PAIR - Maximum number of system agent queue pairs. The default andcurrent value is 60000.

• SYSTEM_WIDE_MAX_PQSTEP - System-wide maximum number of precision queue steps. Thedefault and current value is 10000.

Table 116: Indexes for Configuration_Limit Table


ConfigLimitIDclustered, unique, primary key locatedon PRIMARY

XPKConfiguration_Limit


All TablesConfiguration_Limit

Table 117: Fields in Configuration_Limit Table

Keys andNULLOption


PK-1,clustered,NOTNULL

DBINTThis is created by the schema.ConfigLimitID

NOTNULL

VNAME32The configuration limit rule name.ConfigLimitName

NOTNULL

DBINTThe default limitation valueConfigLimitDefaultValue

NOTNULL

DBINTThe current limitation valueConfigLimitCurrentValue


DateTimeStamp

NULLDescriptionDescriptionDescription

NOTNULL

ChangeStampChange StampChangeStamp

Config_Message_LogThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

It gets populated on central and local databases. The database system table is used to store configurationmessages.

Table 118: Indexes for Config_Message_Log Table


RecoveryKeyClustered, unique, primary key locatedon PRIMARY

XPKConfig_Message_Log

Table 119: Fields in Config_Message_Log Table

Keys andNULLOption


NULLimageAll configuration messages in a transaction.ConfigMessage

NOTNULL

DBDATETIMEThe date and time when a set of messages waslogged.

DateTime


All TablesConfig_Message_Log

Keys andNULLOption


NULLVNAME32The type of configuration change. Examples include"Add" and "Update".

LogOperation

PK NOTNULL

DBFLT8A value used internally by the software to trackvirtual time.

RecoveryKey

NULLVNAME32The name of the table affected by the configurationchange.

TableName

Congestion ControlThis table is in the System category (see System, on page 574).

This table stores configuration information for congestion control.

Table 120: Indexes for Congestion Control Table


DeploymentIDclustered, unique, primary key locatedon PRIMARY

XPKCongestion_Control

Table 121: Fields in Congestion Control Table

Keys andNULLOption


NOTNULL

ChangeStampIncremented when the record is changed in thecentral database.

ChangeStamp

NOTNULL

DBINTFor system use only.CongestionCheckInterval

NOTNULL

DBCHARCongestion control flag. It is enabled when the userfirst sets the congestion control limits. Default = Yes(For Packaged CCE deployments)

CongestionEnabled


All TablesCongestion Control

Keys andNULLOption


NULLDBINTThis field is to set the rejection treatment mode.

Values for this field include the following:

• 0 - Use System Congestion Control: The calltreatment will be applied based on SystemCongestion Control settings.

• 1 - Treat call with Dialed Number DefaultLabel: The calls to be rejected due tocongestion are treated with the default label ofthe dialed number on which the new callarrived.

• 2 - Treat call with Routing Client DefaultLabel: The calls to be rejected due tocongestion are treated with the default label ofthe routing client which of the new call arrived.

• 3 -Treat call with SystemDefault Label: Thecalls to be rejected due to congestion are treatedwith the system default label set in CongestionControl settings.

• 4 - Terminate call with a Dialog Fail orRouteEnd: Terminates the new call dialogwitha dialog failure.

• 5 - Treat call with a Release Message to theRouting Client: Terminates the new call dialogwith a release message.

CongestionTreatmentMode


DateTimeStamp

NOTNULL

DBINTPrimary KeyDeploymentID



Keys andNULLOption


NOTNULL

DBINTThe ICM/CCE deployment type.


• 0 - Not Specified

• 1 - NAM

• 2 - Contact Director

• 3 - NAM Rogger

• 4 - ICM Router/Logger

• 5 - UCCE 8000 Agents Router/Logger

• 6 - UCCE 12000 Agents Router/Logger

• 7 - Packaged CCE: CCE-PAC-M1

• 8 - ICM Rogger

• 9 - UCCE 4000 Agent Rogger

• 10 - Packaged CCE : CCE-PAC-M1 Lab Only

• 11 - HCS-CC 1000 Agents


• 13 - UCCE 450 Agents Progger



DeploymentType

NULLVNAME32Label string to treat the calls subjected to congestioncontrol. This label will be responded whencongestion treatment is set to Treat call withSystem Default Label (3).The label will be sentonly to the calls to be rejected.

LabelString

NOTNULL

DBINTLevel 1 abatementLevel1Abate

NOTNULL


NOTNULL


NOTNULL

DBINTLevel 1 onsetLevel1Onset

NOTNULL




Keys andNULLOption


NOTNULL


NOTNULL

DBINTLevel 1 call rate reductionLevel1Reduction

NOTNULL


NOTNULL


NOTNULL

DBSMALLINTIf yes, user defined CPS is used for congestioncontrol. The user can enter the CPS limit. The limitwill be the same in the Configuration Limits table.

UserOverride

NOTNULL

DBSMALLINTWeight used for moving average algorithm tocalculate CPS.

WMAWeight

Contact_Share_GroupThis table defines contact share groups that apply to all contact share precision queues or skill groups.

Table 122: Indexes for Contact_Share_Group Table


EnterpriseNamenonclustered, unique, unique key located on PRIMARYAK1Contact_Share_Group

GroupIDclustered, unique, primary key located on PRIMARYPKContact_Share_Group

Table 123: Contact_Share_Group Table

Keys and NULL OptionData TypeDescriptionName

PK NOT NULLDBINTAn identifier that has a uniqueID among all the contact sharequeues.

GroupID

NOT NULLDBINTForeign key from contact sharerule table.

RuleID

AK NOT NULLVNAME32The unique name of this contactshare group.

EnterpriseName

NULLvarchar(512)The contact share queue will beaccepted IF the expressionevaluates to true.

AccetQueueIf


All TablesContact_Share_Group


NULLDESCRIPTIONAdditional information aboutthe group.

Description

NULLDBDATETIMERecords the data and time whenthe record was added orupdated.

DateTimeStamp

NOT NULLCHANGESTAMPIncremented when the record inthe database is changed.

ChangeStamp

Contact_Share_Group_MemberThis table maps contact share groups to contact share queues. Each contact share group contains one or morecontact share queues. Each contact share queue can be a member of one or more contact share groups.

Table 124: Indexes for Contact_Share_Group_Member Table


Group IDnonclustered located on PRIMARYXIE1Contact_Share_Group_Member

GroupID, QueueIDclustered, unique, primary key located onPRIMARY

XPKContact_Share_Group_Member

Table 125: Contact_Share_Group_Member Table


NOT NULLDBINTForeign key fromContact_Share_Group.

GroupID

PK NOT NULLDBINTForeign key fromContact_Share_Queue.

QueueID

Contact_Share_QueueThis table defines the queue that references a target queue (either precision queue or skill group). These existon the Unified CCE target systems.

Table 126: Indexes for Contact_Share_Queue Table


QueueIDclustered, unique, primary key located onPRIMARY

XPKContact_Share_Queue


All TablesContact_Share_Group_Member

Table 127: Contact_Share_Queue Table


PK NOT NULLDBINTAn identifier that has a uniqueID among all the contact sharequeues.

QueueID

NOT NULLVNAME32Name of the Queue that isconfigured on the target UnitedCCE systems. The same asEnterpriseName of the precisionqueue or skill group.

QueueName

NOT NULLDBINTThe unique ID (eitherPrecisionQueueID orSkillGroupID) from the targetUnited CCE systems.

TargetQueueID

NOT NULLchar(1)Identifies the target queue as P- Precision Queue, or S - SkillGroup.

QueueType


Description

NULLDBINTTarget instance identifier.TargetInstanceID


DateTimeStamp


ChangeStamp

Contact_Share_RuleThis table defines rules to apply for all contact share precision queues or skill groups within a contact sharegroup.

Table 128: Indexes for Contact_Share_Rule Table


EnterpriseNamenonclustered, unique, unique key locatedon PRIMARY

XAK1Contact_Share_Rule

RuleIDclustered, unique, primary key located onPRIMARY

XPKContact_Share_Rule


All TablesContact_Share_Rule

Table 129: Contact_Share_Rule Table


PK NOT NULLDBINTAn identifier that has a uniqueID among all the contact sharerules.

RuleID

AK NOT NULLVNAME32Name of the rule.EnterpriseName

NULLvarchar(512)This is the rule expression thatis used for all contact shareprecision queue or skill groupswithin a contact share group.

RuleExpression


Description


DateTimeStamp


ChangeStamp

Controller_TimeThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

A database system table that stores the current time at the Unified ICM platform.

Table 130: Fields in Controller_Time Table

Keys andNULLOption


NULLDBDATETIMEThe most recently reported time from the CentralController.

NowTime

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

TimeZone

NULLDESCRIPTIONThe name of the time zone.TimeZoneName


All TablesController_Time

Customer_DefinitionThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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, on page 98 (via CustomerDefinitionID)

Customer_Options, on page 194 (via CustomerDefinitionID)

Feature_Control_Set, on page 243 (via via FeatureSetID)

ICR_Instance, on page 248 (via ICRInstanceID)

Label, on page 264 (via CustomerDefinitionID)

Master_Script, on page 273 (via CustomerDefinitionID)

Network_Vru, on page 287 (via NetworkTargetID)

Scheduled_Target, on page 400 (via CustomerDefinitionID)

User_Group, on page 536 (via CustomerDefinitionID)

Table 131: Indexes for Customer_Definition Table


EnterpriseNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Customer_Definition

ICRInstanceIDnonclustered located on PRIMARYXIE1Customer_Definition

CustomerDefinitionIDclustered, unique, primary key locatedon PRIMARY

XPKCustomer_Definition

Table 132: Fields in Customer_Definition Table

Keys andNULLOption


NOTNULL


ChangeStamp

PK NOTNULL

DBINTA unique identifier for the customer definition.CustomerDefinitionID


DateTimeStamp

NULLDESCRIPTIONAdditional information about the customerdefinition.

Description


All TablesCustomer_Definition

Keys andNULLOption


AK-1 NOTNULL

VNAME32An enterprise name for the customer. This namemust be unique among all customer definitions inthe enterprise.

EnterpriseName

FK NULLDBINTIdentifies a feature set from the Feature_Control_SetTable.

FeatureSetID

FK, IE-1NOTNULL

DBINTIdentifies the instance associated with the customer.ICRInstanceID

FK, NULLDBINTIdentifies the Network VRU, if any, associated withthe customer.

NetworkTargetID

Customer_OptionsThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Each row identifies options installed for a specific customer.

Related Table

Customer_Definition, on page 193 (via CustomerDefinitionID)

Table 133: Indexes for Customer_Options Table


CustomerDefinitionID, Typeclustered, unique, primary key locatedon PRIMARY

XPKCustomer_Options

Table 134: Fields in Customer_Options Table

Keys andNULLOption


PK, FKNOTNULL

DBINTIdentifies the customer definition associated withthe row.


NULLvarchar(255)The option value.OptionValue

PK NOTNULL

DBINTThe customer option defined by the row. To seevalues, see Customer Options Type, on page 583.

Type


All TablesCustomer_Options

Default_Call_TypeThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Each row specifies the default call type. You can associate a default call type with each routing client.

You can also create a general default call type in the ICR_Globals table.Note

To add, update, and delete Default_Call_Type records, use Unified ICM Configuration Manager to modifythe Routing Client configuration.

Related Tables


Routing_Client, on page 379 (via RoutingClientID)

Table 135: Indexes for Default_Call_Type Table


RoutingClientIDclustered, unique, primary key locatedon PRIMARY

XPKDefault_Call_Type

Table 136: Fields in Default_Call_Type Table

Keys andNULLOption


NULLDBINTThe call type.CallTypeID

NOTNULL

DBSMALLINTThe routing client.RoutingClientID

DepartmentThis 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 bedivided into departments.

Related Tables

• Agent, on page 16

• Agent_Desk_Settings, on page 20


All TablesDefault_Call_Type

• Admin_Script_Schedule_Map, on page 14

• Attribute, on page 86

• Bucket_Intervals, on page 94

• Bulk_Job, on page 95

• Call_Type, on page 98

• Campaign, on page 143

• Department _Member , on page 197

• Dialed_Number, on page 199

• Enterprise_Service, on page 235

• Enterprise_Skill_Group, on page 237

• Import_Rule, on page 255

• Master_Script, on page 273

• Network_Vru_Script, on page 289

• Person, on page 309

• Precision_Queue, on page 313

• Query_Rule, on page 330

• Route, on page 346

• Service, on page 413

• Skill_Group, on page 452

• User_Formula, on page 534

Table 137: Indexes in Department Table


DepartmentIDClustered, unique, primary key located onPRIMARY

XPKDepartment

Table 138: Fields in Department Table

Keys andNULLOption


NOTNULL

CHANGESTAMPChangestamp for the table.ChangeStamp

NULLDBINTMaps Customer to Department in a CCMP/CCDMdeployment.



All TablesDepartment

Keys andNULLOption



DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NOTNULL

DBINTA unique identifier that identifies a department inCCDM/CCMP deployment.

DepartmentID

NULLDESCRIPTIONDescription for the Department.Description

NOTNULL

VARCHAR(32)Enterprise name of the Department.EnterpriseName

Department _MemberThis table associates the User Group ID with a Department.

Related Tables

• User_Group, on page 536

• Department, on page 195

Table 139: Indexes for Department_Member Table


UserGroupID, DepartmentIDPRIMARY KeyXPKUser_Group_Department

Table 140: Fields in Department_Member Table

Keys andNULLOption


NOTNULL

DBINTForeign Key from the Department table.DepartmentID

NOTNULL

DBINTForeign key from User_Group. The User_Grouptable is the parent table for changestamp purposes.

UserGroupID


All TablesDepartment _Member

Device_Target

Device_Target is deprecated. Use Agent_Targeting_Rule, on page 63 instead.Note

This table is in the Route, on page 560 category. To see database rules for these tables, see Route Tables, onpage 621.

Each row represents one or more enterprise agents. When an enterprise agents logs on, the system softwaredynamically assigns him or her to a device target. To route calls to an enterprise agent, you must have defineda label associated with the device target. Use Unified ICMConfigurationManager to create, delete, and modifydevice targets.

To configure Unified CCE, use Agent Targeting Rules versus Device Targets. Based on configured agenttargeting rules, if an agent attempts to log into an extension to which the router cannot target a call, theperipheral 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 inUnified CCE. For table details, see Agent_Targeting_Rule, on page 63.

Note

Related Tables

Agent_Logout, on page 33 (via NetworkTargetID)

Agent_Real_Time, on page 34 (via NetworkTargetID)

Network_Target, on page 281 (via NetworkTargetID)

Table 141: Indexes for Device_Target Table



XAK1Device_Target

DeviceAddressType, GlobalAddressnonclustered, unique, unique keylocated on PRIMARY

XAK2Device_Target

NetworkTargetIDclustered, unique, primary key locatedon PRIMARY

XPKDevice_Target

Table 142: Fields in Device_Target Table

Keys andNULLOption


NOTNULL


ChangeStamp


All TablesDevice_Target

Keys andNULLOption


NULLvarchar(255)An optional string to be sent to the device duringinitialization.

ConfigParam


DateTimeStamp

NULLDESCRIPTIONAdditional information about the device target.Description

AK-2 NOTNULL

DBINTType of address defined in the GlobalAddressfield:1 = Internet Protocol (IP).

DeviceAddressType

NOTNULL

DBINTThe type of the target.

Currently only Voice is supported.Note

• 1 = Voice

• 2 = FAX

• 3 = E- mail

DeviceTargetType

AK-1 NOTNULL

VNAME32An enterprise name for the target. This name mustbe unique among all device targets in the enterprise.

EnterpriseName

AK-2 NOTNULL

varchar(64)A unique identifier. This field is used to enforcevalidation that the agent desktop and the agent phoneare at the same IP address for media terminated agentdesktops, including Enterprise Agent. The decimalformat for an IP address is xxx.xxx.xxx.xxx. Forexample, 128.127.50.224. If validating the IP addressof an agent desktop and agent phone is not the case,then the global address can be set to any uniquestring.

GlobalAddress

PK, FKNOTNULL

DBINTUnique identifier for the target.NetworkTargetID

Dialed_NumberThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

Each row describes a dialed number serviced by the system software. Use Unified ICMConfigurationManagerto add, update, and delete Dialed_Number records.

Related Tables



All TablesDialed_Number

Dialed_Number_Label, on page 201 (via DialedNumberID)

Dialed_Number_Map, on page 202 (via DialedNumberID)

Dial_Number_Plan, on page 203 (via DialedNumberID)

Label, on page 264 (via LabelID)

Media_Routing_Domain, on page 276 (via MRDomainID)

Route_Call_Detail, on page 348(via DialedNumberID)


Table 143: Indexes for Dialed_Number Table



XAK1Dialed_Number

RoutingClientID, DialedNumberStringnonclustered, unique, unique keylocated on PRIMARY

XAK2Dialed_Number

LabelIDnonclustered located on PRIMARYXIE1Dialed_Number

CustomerDefinitionIDnonclustered located on PRIMARYXIE2Dialed_Number

DateTimeStampnonclustered located on PRIMARYXIE3Dialed_Number

DialedNumberIDclustered, unique, primary key locatedon PRIMARY

XPKDialed_Number

Table 144: Dialed_Number Table

Keys andNULLOption

Data TypeDescriptionFields

NOTNULL


ChangeStamp

IE-2, FKNULL

DBINTIdentifies the customer definition associated withthe dialed number.



DateTimeStamp

NOTNULL


• Y= Yes

• N =No

Deleted


DepartmentID


All TablesDialed_Number

Keys andNULLOption

Data TypeDescriptionFields

NULLDESCRIPTIONAdditional information about the dialed number.Description

PK NOTNULL

DBINTA unique identifier for this dialed number.DialedNumberID

AK-2 NOTNULL

VNAME32The string the routing client passes to the systemsoftware to represent this dialed number.

DialedNumberString

AK-1 NOTNULL

VNAME32An enterprise name for the number. This namemustbe unique among all dialed numbers in the database.

EnterpriseName

IE-1, FKNULL

DBINTReferences the default label for this dialed number.LabelID

FK NOTNULL

DBINTThe Media Routing Domain associated with thisdialed number.

MRDomainID

NOTNULL

DBCHARUsed to indicate if remote routing by a CTI client(ACMI) is permitted on this dialed number.

Default = 'N'.

PermitApplicationRouting

NOTNULL

DBCHARUsed for queuing on the Simplified Unified CCEPG only.

Stored as 'Y' or 'N'. Default = 'N'.

ReservedByIVR

AK-2, FKNOTNULL

DBSMALLINTReferences the routing client that services this dialednumber.

RoutingClientID

Dialed_Number_LabelThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

It indicates which Label values are valid for each Dialed_Number value. Use Unified ICM ConfigurationManager to add, update, and delete Dialed_Number_Label records.

Related Tables

Dialed_Number, on page 199 (via DialedNumberID)

Label, on page 264 (via LabelID)

Table 145: Indexes for Dialed_Number_Label Table


LabelIDnonclustered located on PRIMARYXIE1Dialed_Number_Label


All TablesDialed_Number_Label


DialedNumberID, LabelIDclustered, unique, primary key locatedon PRIMARY

XPKDialed_Number_Label

Table 146: Fields in Dialed_Number_Label Table

Keys andNULLOption


PK, FKNOTNULL

DBINTForeign key from the Dialed Number table.DialedNumberID

PK, FKNOTNULL

DBINTForeign key from the Label table.LabelID

Dialed_Number_MapThis table is part of the Script category (see Script, on page 564) category. For database rules, see Script Tables,on page 622.

Describes the call qualifier values (dialed number, calling line ID, and caller-entered digits) associated witheach call type. Use the Call Type Directory dialog of the Script Editor to add, update, and deleteDialed_Number_Map records.

Related Tables



Region, on page 337 (via RegionID)

Table 147: Indexes for Dialed_Number_Map Table


CallTypeID, RegionIDnonclustered located on PRIMARYXIE1Dialed_Number_Map

DialedNumberID, Itemclustered, unique, primary key locatedon PRIMARY

XPKDialed_Number_Map


All TablesDialed_Number_Map

Table 148: Fields in Dialed_Number_Map Table

Keys andNULLOption


NULLvarchar(30)ANI value or region name. An ANI value can be aprefix of any length (the leading digits of thetelephone number) or a complete telephone number.

ANIWildCard

NOTNULL

DBSMALLINTIndicates what type the ANIWildCard is. To see thelist of values, see Dialed Number Map:ANIWildCardType, on page 585.

ANIWildCardType

FK NOTNULL

DBINTForeign key from Call Type table.CallTypeID

NULLvarchar(30)Value to match against CED:

• '_A' = All

• '_NR'= None Required

• '_NE' = None Entered

• '_N' = None Required or Entered

CEDWildCard

NULLDESCRIPTIONAdditional information about the mapping of thesecall qualifiers to this call type.

Description

PK, FKNOTNULL

DBINTForeign key from the Dialed Number table.DialedNumberID and Item together form an alternatekey that is used by the system software to determinethe order in which to match the wildcards.

DialedNumberID

PK NOTNULL

DBINTThe order in which the rows for a dialed number aretested against the call qualifiers.

Item

FK NULLDBINTIf ANIWildCardType is 4 (Region), this is theforeign key of the region from the Region table.

RegionID

Dial_Number_PlanThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

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-distancenetwork, or to specific trunks. Use Unified ICM Configuration Manager to add, update, and deleteDial_Number_Plan records.

Related Tables



All TablesDial_Number_Plan


Table 149: Indexes for Dial_Number_Plan Table


RoutingClientID, WildcardPatternnonclustered, unique, unique keylocated on PRIMARY

XAK1Dial_Number_Plan

DialNumberPlanIDclustered, unique, primary key locatedon PRIMARY

XPKDial_Number_Plan

Table 150: Fields in Dial_Number_Plan Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLDBDATETIMERecords the date and time when a record isadded/updated

DateTimeStamp

NULLDESCRIPTIONAdditional information about the dial number plan.Description

FK NULLDBINTIdentifies the dialed number associated with the dialnumber plan if PostRoute is Y, the dialed numberis used to determine a call type.

DialedNumberID

PK NOTNULL

DBINTA unique identifier for the plan.DialNumberPlanID

NULLDBINTThe type of the plan.DialNumberPlanType

NULLVNAME32The dial string if PostRoute setting is N.DialString

NOTNULL

DBCHARIndicates whether to issue a Post-Routing request ifthe dialed number supplied by the agent matches theWildcardPattern:

• Y = Yes, issue a Post-Routing request.

• N = No, do not issue a Post-Routing request.

PostRoute

AK-1, FKNOTNULL

DBSMALLINTIdentifies the routing client associated with the dialnumber plan.

RoutingClientID


All TablesDial_Number_Plan

Keys andNULLOption


AK-1 NOTNULL

VNAME32A string the system software compares to the dialednumber or dial string. The string can contain letters,digits, asterisks (*), and number signs (#). It can alsoinclude the wildcard characters ? and !. The ?character represents any single letter. The ! characterrepresents any string of characters and can appearonly at the end of the pattern.

WildcardPattern

DialerThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

Contains configuration information for each dialer. Use the Blended Agent Configuration option withinUnified ICM Configuration Manager to modify Dialer records.


Related Tables

Peripheral, on page 294 (via PeripheralID)

Dialer_Detail, on page 209 (via DialerID)

Dialer_Half_Hour, on page 216 (via DialerID)

Dialer_Port_Map, on page 222 (via DialerID)

Dialer_Port_Real_Time, on page 223 (via DialerID)

Dialer_Skill_Group_Half_Hour, on page 228 (via DialerID)

Dialer_Skill_Group_Real_Time, on page 231 (via DialerID)

Table 151: Indexes for Dialer Table


DialerNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Dialer

ComputerNamenonclustered, unique, unique keylocated on PRIMARY

XAK2Dialer

DialerIDclustered, unique, primary key locatedon PRIMARY

XPKDialer


All TablesDialer

Table 152: Fields in Dialer Table

Keys andNULLOption



DateTimeStamp

NOTNULL

DBINTIndicate 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

DialerType

NOTNULL


ChangeStamp

AK-2 NOTNULL

varchar(64)The network name of the computer hosting the dialercomponent.

ComputerName

NULLDBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Number of milliseconds that the dialer will spendanalyzing. Advanced configuration item.

CPAAnalysisPeriod

NULLDBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Advanced configuration item.

CPAJitterBufferDelay

NULLDBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Maximum milliseconds the dialer will analyze ananswering machine voice message looking for atermination tone. Advanced configuration item.


NULLDBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Maximum time allowed for analysis in milliseconds.Advanced configuration item.

CPAMaxTimeAnalysis

NULLDBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Minimum number of milliseconds of voice requiredto qualify a call as voice detected. Advancedconfiguration item.

CPAMinimumValidSpeechTime


All TablesDialer

Keys andNULLOption


NULLDBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Minimum silence period required to classify a callas voice detected.

CPAMinSilencePeriod

AK-2 NOTNULL

DBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Indicates whether the debug setting for recordingwave files should be enabled for the dialer.

CPARecordWaveFile


NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONAdditional information about the dialer, such as itslocation.

Description

PK NOTNULL

DBINTA unique identifier for this dialer.DialerID

AK-1 NOTNULL

VNAME32A name give to a particular dialer duringconfiguration.

DialerName

NOTNULL


• Y = Attempt dial tone detection before callinga contact. (This will ensure that the ACD hasallocated a resource to allow access to theoutside world.)

• N = Do not attempt dial tone detection beforecalling a contact.

DialToneDetectEnabled

NOTNULL


• Y = The dialer is available for calling contacts.

• N = The dialer is not available for callingcontacts.

Enabled






All TablesDialer

Keys andNULLOption






NOTNULL

DBINTThe number of seconds to wait after hanging-up aport on a dialer card before attempting to use theport again. (This option is designed to give thetelephone system enough time to sense a hang-upand release the line.)

HangupTime

NOTNULL

DBCHARReserved for future use.

Default = 'N'.

IPBridgingEnabled

NULLvarchar(100)The local area code for this dialer. (This value iscompared to numbers being dialed to determinewhether '1' and the area code should be prefixed tothe dialed number.)

LocalAreaCode

NULLvarchar(32)Long distance prefix - previously set in the Dialerregistry.

LongDistancePrefix

FK NOTNULL

DBSMALLINTThe peripheral ID for the ACD.PeripheralID

NULLDBFLT8THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Calls per second allowed in any one second for anyone dialer. Calls will be distributed evenly over thetime interval.

PortThrottle

NOTNULL

DBINTTHIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.A correction is applied to the Lines per Agent whenthe voice calls exceeds "PredictiveConnectionPace"calls. The default is 100.

PredictiveCorrectionPace

NOTNULL

DBFLT8THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.The PredictiveGain term controls the overall rate ofcorrective adjustment for the Lines per Agent. Thisis the multiplier for the Proportional corrective termin the algorithm. The default is 14.

PredictiveGain


All TablesDialer

Keys andNULLOption


NOTNULL

DBFLT8THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.The Historic Gain term calculates an additionalcorrection based on the last 5 measurement sets. Asa default, it should be set to half the PredictiveGain.It attempts to correct for systematic undershootingor overshooting over several correction cycles. Thedefault is 7.

PredictiveHistoricGain

NOTNULL

DBFLT8THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.Multiplier for the Proportional term when themeasured Abandoned Call Rate is less than the targetrate. This compensates for the fact that the upsidedifference between the target and measuredAbandoned Call Rate can be much larger than thedownside difference. The default is 1.5.

PredictiveLowAbandonGain

NULLvarchar(32)Dial a prefix string before the regular phone number.(This would be used, for example, to dial a '9' toreach an external line.)

PrefixDigits

NOTNULL


• Y = Aways dial the area code instead ofstripping it out for local numbers.

• N = Strip out the area code for local numbers.

TenDigitDialEnabled

Dialer_DetailThis table is in the Blended Agent category. (See Blended Agent (Outbound Option), on page 551.) To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

Because this table grows larger in size, running custom reporting queries against it while it is on the HDS candegrade performance. To optimize performance, extract the data from the HDS into your own custom databaseon 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 tableon the custom database according to the custom reporting needs.

• New record is inserted into this table only for connected customer call. For information about agentresevation time of unconnected customer calls, See Termination_Call_Detail.

• If Outbound Option was not selected during setup, this table contains no data.

Note


All TablesDialer_Detail

This historical table tracks data on all outbound attempts, including personal callback attempts and previewcalls that an agent skips.

Unified CCE and G3 Support: The Dialer_Detail table is supported for Unified CCE only. Dialer Detailrecords are not supported for theG3 dialer. Some records might be written to the Dialer_Detail table for olderG3 dialers, but do not use the records.

Note

Related Tables

• Campaign, on page 143(through CampaignID)

• Campaign_Skill_Group, on page 171 (through CampaignID)

• Dialer, on page 205 (through DialerID)

• Dialer_Real_Time, on page 224 (through DialerID)


• Query_Rule, on page 330 (through QueryRuleID)

Table 153: Indexes for Dialer_Detail Table


RecoveryKeyPrimary keyXPKDialer_Detail

DbDateTimeInversion keyXIE1Dialer_Detail

CampaignReportingDateTimeInversion keyXIE2Dialer_Detail

RouterCallKey, RouterCallKeyDayInversion keyXIE3Dialer_Detail

CallGUIDInversion keyXIE4Dialer_Detail

DateTimeInversion keyXIE5Dialer_Detail

Table 154: Fields in Dialer_Detail Table

Keys andNULLOption


NULLVARCHAR(128)Customer account number.AccountNumber

NULLDBINTThe calculated active threshold during the periodfor computing the noise floor.

ActiveThreshold

NULLVARCHAR(32)PeripheralNumber / AgentID of the Agent thathandled the call.

AgentPeripheralNumber



Keys andNULLOption


NULLVARCHAR(20)The phone number at which the customer requestedto be called back. This field remains populated withcustomer-requested callback numbers for all personalcallback calls or regular callback calls.

CallbackPhone

NULLDBSMALLDATEThe UTC date and time when the customer isre-tried.

CallbackDateTime

NULLDBINTOnly used for the SIP Dialer. For all other dialers,this field is reserved for future use.

The call duration of the outbound call inmilliseconds starting when the Dialer initiates thecall to the customer. It is the time difference betweenwhen the reservation call starts and the outboundcall ends.

(Time the agent is in reserved state + Call SetupTime + Agent Talktime + Agent Wrap-up Time(ifconfigured))

CallDuration does not include AgentWrap-up Time if the call is transferredbefore entering wrap-up. The CallDisposition for transfer is 28 or 29.

Note

CallDuration

IE4

NULL

VARCHAR(32)An identifier assigned to the call by the SIP Dialer.CallGUID

NULLDBINTTelephony call result (busy, no answer, and so on)or agent reservation attempt result (Agent RejectedCall, Unable to reserve, and so on). For the fieldvalues that can populate CallResult, see DialerDetail: CallResult, on page 585.

CallResult

NULLDBINTReserved for future useCallResultDetail

NULLCHAR(1)Status of the customer record for Zone1. For thevalues that can populate this field, see Dialer Detail:CallStatusZone, on page 587.

CallStatusZone1

NULLCHAR(1)Status of the customer record for Zone2. For thevalues that can populate this field, see Dialer Detail:CallStatusZone, on page 587.

CallStatusZone2

IE2

NULL

DBDATETIMEThis value indicates interval date time that Routerused TCD record to calculate Call Type relatedhistorical data.

CampaignReportingDateTime



Keys andNULLOption


FK

NULL

DBINTThe campaign that the call was placed for.CampaignID

NULLDBINTThe value is the offset in minutes that the customeris from UTC (formerly GMT).

CustomerTimeZone

IE5

NOTNULL

DBDATETIMEThe UTC date and time at the start of the intervalwhen the row was generated.

DateTime

IE1

NULL

DBDATETIMEDateTime (in Central Controller local time) whenthe records are written to the HDS database. Thelogger database has NULL for this column.

DbDateTime

FK

NULL

DBINTDialerID of the dialer where the outbound call wasinitiated.

DialerID

NULLDBINTUnique identifier from the dialing list(DL_<CampaignID>_<QueryRuleID>) table in theoutbound database.

If the attempt is a Personal Callback, then this uniqueidentifier refers to the PersonalCallbackListID fieldin the Personal_Callback_List table in the outbounddatabase.

DialingListID

NULLDBINTCampaignmode the call was called. For field values,see Dialer Detail: DialingMode, on page 588.

DialingMode

NULLVARCHAR(50)First name of the contactFirstName



Keys andNULLOption


NULLDBINTFor SIP Dialer only.

The internal reference ID used to identify failureoccurring 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 AnsweringMachine Call

50106 = INVALID PROVISIONAL MSG

50107 = 100REL UNSUPPORTED

FutureUseInt1

NULLDBINTFor SIP Dialer only.

The value is the ISDNQ931Disconnect Cause Codethe SIP Dialer receives from gateway.

FutureUseInt2

NULLDBINTReserved for future use.FutureUseInt3 - FutureUseInt8

NULLVARCHAR(64)For SIP Dialer only.

The IP address for a gateway that makes an outboundcall. In the deployment where the SIP Dialerconnects to the SIP Proxy, the IP address is gatewaythat is selected to make the outbound call.

FutureUseVarChar1

NULLVARCHAR(64)Reserved for future use.FutureUseVarChar2-4

NULLDBINTAmount of time a record is stored at a dialer.IdleTime

NULLDBDATETIMEThe Unified ICM Central Controller date and timewhen the record was imported.

ImportRuleDateTime

NULLDBINTDo not use these fields.InternalUse1 - InternalUse11

NULLVARCHAR(50)Last name of the contactLastName

NULLDBINTMaximum amount of time that signal is detected asactive glitch (in mS).

MaxActiveGlitchTime

NULLDBINTMaximum amount of time that signal is detected aspost speech silence glitch (in mS).

MaxPostSpeechSilenceGlitchTime



Keys andNULLOption


NULLDBINTMaximum ZCR standard deviation during the tonedetermination.

MaxZCRstdev

NULLDBINTThe calculated noise threshold during the period forcomputing the noise floor.

NoiseThreshold

NULLDBINTThe total numbers of active glitches before a speechenergy is detected, or during theCPAMaxTermToneAnalysis period.

NumOfActiveGlitches

NULLDBINTThe total numbers of post speech silence glitches.NumOfPostSpeechSilenceGlitches

NULLDBINTAn identifier for the call that is provided by UnifiedCM and is unique to the Unified CM cluster.

PeripheralCallKey

FK

NULL

DBINTPeripheral ID for the peripheral that the Agent isassociated with.

PeripheralID

NULLVARCHAR(20)Phone number that was called.Phone

NULLVARCHAR(8)Phone extension that was imported.PhoneExt

NULLDBINTThe identifier of the phone that was dialed. This canbe any of phones 1 to 10. This field should be NULLfor both Personal Callback calls and RegularCallback calls.

PhoneID

NULLDBINTPhone index in the campaign target sequence. Thisfield should be NULL for both Personal Callbackcalls and Regular Callback calls.

PhoneIndex

NULLDBINTThe time period the first active voice energy isdetected after the customer answered the call inmilliseconds.

PickupTime

NULLDBINTReserved for future usePortNumber

NULLDBINTThe time that the Agent took to Accept, Skip, orReject a customer call when the skill group is inpreview mode and direct preview mode.

PreviewTime

NULLDBINTInternal reference ID used to identify the componentclass (PBX/VRU/ACD).


• NULL for all DialerDetail records prior to 8.0.

• 1 = SCCP

• 2 = SIP

ProtocolID



Keys andNULLOption


FK

NULL

DBINTThe query rule that the call was placed for.QueryRuleID

ClusteredIndex, NotNull


RecoveryKey

NULLDBINTThe call duration (in milliseconds) that agent wasreserved. In preview mode, this includes the time ofthe last preview and the time for dialing, performingCPA, and transferring the customer call to the agent.

ReservationCallDuration

IE3

NULL

DBINTA call key counter created and set by the systemsoftware. This value forms the unique portion of the64-bit key for the call. The system software resetsthis counter at midnight.

RouterCallKey

IE3

NULL

DBINTThe day that the call was taken and the Dialer_Detailrecord was created. This field contains a value onlyfor calls that were translation-routed or post-routedto or from an ACD.

Together with RouterCallKey, the Day value formsa unique 64-bit key for the call. The Dialer mightnot have this information for all calls. If it does, youcan track all states of a call between theRoute_Call_Detail and the Dialer_Detail tables byusing the cradle-to-grave call tracking facility. (Forcalls that span a day, the day may not correspond tothe day specified in the DateTime field.)

RouterCallKeyDay

NULLDBINTAmount of time that the signal is silent after speechdetection to declare a live speech (in mS).

SilencePeriod

NULLDBINTSkill Group ID of the agent who handled the call.SkillGroupSkillTargetID

NULLDBINTAmount of time that the answering machineterminating tone is detected after declaringanswering machine detection (in mS).

TermToneDetectionTime


TimeZone

NULLDBINTValidSpeechTime: Amount of time that energy isactive for declaring speech energy.

ValidSpeechTime



Keys andNULLOption


NULLVARCHAR(40)Wrap up data that the outbound agent entered.WrapupData

NULLDBSMALLINTThe zone that was active at the time that the attemptwas made. This can be 0 or 1. This field should beNULL for both Personal Callback calls and RegularCallback calls.

ZoneIndex

Dialer_Half_HourThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It gets populated on central and HDS databases. This table contains statistics produced by Blended Agentwhen a dialing list is executed. Each row provides half-hour statistics for a particular dialer.

Related Table

Dialer, on page 205 (via DialerID)

Table 155: Indexes for Dialer_Half_Hour Table



XAK1Dialer_Half_Hour

DbDateTimeNonclustered located on PRIMARYXIE1Dialer_Half_Hour

DateTime, DialerID, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKDialer_Half_Hour

The Dialer_Interval Table will be populate with 30/15 minute reporting data, depending on the HistoricalReporting Interval setting for the PG. The Dialer_Half_Hour Table will not be populated with this data.

Note

Table 156: Fields in Dialer_Half_Hour Table

Keys andNULLOption


NULLDBINTThe number of calls made during the half hourinterval that were abandoned.

AbandonDetectToHalf


All TablesDialer_Half_Hour

Keys andNULLOption


NULLDBINTThe number of calls in a half-hour period that hadto be abandoned. However, instead of hanging-upon a customer, the call was transferred to an IVRwhich played a message to the customer.

AbandonToIVRToHalf

NULLDBINTThe number of preview/callback calls in a half-hourperiod that were rejected by the agent (thesecustomers will not be dialed).


NULLDBINTThe number of preview/callback calls in a half-hourperiod that were rejected by the agent.


NULLDBINTReserved for future use.AllPortsBusyCountToHalf

NULLDBINTThe number of calls made during the half hourinterval in which an answering machines wasdetected.


NULLDBINTThe number of calls in the half-hour period thatdetected a busy signal.

BusyDetectToHalf


NULLDBINTThe number of calls in a half-hour period that weredropped while ringing the customer's telephone.


NULLDBINTThe number of contacts dialed during the half hourinterval.

ContactsDialedToHalf





PK NOTNULL

DBSMALLDATEThe Central Controller date and time at the start ofthe half-hour interval.

DateTime


DbDateTime

PK, FKNOTNULL

DBINTThe dialer to which these statistics refer.DialerID

NULLDBINTThe total time all ports configured on the dialer spentdialing contacts during this half hour interval. Thisincludes time spent in transfer and call progressdetection.

DialingTimeToHalf



Keys andNULLOption



FaxDetectToHalf

NULLDBINTThis field is temporarily being used to report thenumber of reservation calls that this Dialer attemptedduring this half hour.

FutureUseInt1

NULLDBINTThis field is temporarily being used to record theamount of time all dialer ports were busy during thishalf hour. The time is recorded in seconds.

FutureUseInt2




NULLDBINTThe total time all ports configured on the dialer spentidle during a 30 minute interval.

IdlePortTimeToHalf



NULLDBINTThe number of calls in a half-hour period thatdetected a network answering machine.


NULLDBINTThe number of calls made during the half hourinterval which were not answered.


NULLDBINTThe number of calls in a half-hour period notreceiving dial tone.


NULLDBINTThe number of calls in the current half hour periodthat did not receive a ring-back tone, that weredisconnected by the carrier or the network whileringing, or that were flagged with a data error or ano-value call.




AK-1 NOTNULL

DBFLT8A value used internally by the system software totrack virtual time.

RecoveryKey

NULLDBINTThe total time all ports configured on the dialer spentreserving agents during the 30 minute interval. Thismay also include time in queue if the reservationscript is using a queue node.

ReservePortTimeToHalf



Keys andNULLOption


NULLDBINTThe number of calls made during the half-hourinterval in which SIT tones were detected.

SITToneDetectToHalf

PK NOTNULL


TimeZone

NULLDBINTThe number of calls made during the half-hourinterval in which a voice was detected.

VoiceDetectToHalf

NULLDBINTThe number of calls where the customer phonenumber was incorrect (the customer did not livethere).


Dialer_IntervalThis section describes the Dialer Interval table.

Table 157: Fields in Dialer_Interval Table

Keys andNULLOption


NULLDBINTThe number of calls made during the reportinginterval that were abandoned.

AbandonDetect

NULLDBINTThe number of calls in a reporting interval periodthat had to be abandoned. However, instead ofhanging-up on a customer, the call was transferredto an IVR which played a message to the customer.

AbandonToIVR

NULLDBINTThe number of preview/callback calls in a reportinginterval period that the agent rejected. (Thesecustomers are not dialed.

AgentClosedDetect

NULLDBINTThe number of preview/callback calls in a reportinginterval period that the agent rejected.

AgentRejectedDetect

NULLDBINTReserved for future use.AllPortsBusyCount

NULLDBINTTime (in seconds) when all ports were utilized, andsome dialer operations were not attempted becauseof a lack of port resources.

AllPortsBusyTime


All TablesDialer_Interval

Keys andNULLOption


NULLDBINTThe number of calls made during the reportinginterval in which an answering machine wasdetected.

AnsweringMachineDetect

NULLDBINTThe number of calls in the reporting interval periodthat detected a busy signal.

BusyDetect

NULLDBINTThe total number of records scheduled for a callback.CallbackCount

NULLDBINTThe number of calls in a reporting interval periodthat were dropped while ringing the customer'sphone.

CancelledDetect

NULLDBINTThe number of contacts dialed during the reportinginterval.

ContactsDialed

NULLDBINTThe number of calls in a reporting interval periodthat the customer abandonded after they picked upthe phone.

CustomerAbandonDetect

NULLDBINTThe number of calls that the wrong party answered;the customer was not home.


PK1, NOTNULL

DBSMALLDATEThe Central Controller date and time at the start ofthe reporting interval.

DateTime

IE1, NULLDBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column.

DbDateTime

PK2, NOTNULL


NULLDBINTThe total time all ports configured on the dialer spentdialing contacts during this reporting interval. Thisincludes time spent in transfer and call progressdetection.

DialingTime

NULLDBINTThe number of calls in a reporting interval periodthat detected a FAX machine.

FaxDetect



NULLDBINTThe total time all ports configured on the dialer spentidle during a 30-minute interval.

IdlePortTime



Keys andNULLOption



LowNoiseVolume

NULLDBINTThe number of calls in a reporting interval periodthat detected a network answering machine.

NetworkAnsMachineDetect

NULLDBINTThe number of calls made during the reportinginterval which were not answered.

NoAnswerDetect

NULLDBINTThe number of calls in a reporting interval periodnot receiving dial tone.

NoDialToneDetect

NULLDBINTThe number of calls in the current reporting intervalperiod that did not receive a ringback tone, that thecarrier or the network disconnected while ringing,or that were flagged with a data error or a no-valuecall.

NoRingBackDetect



AK1, NOTNULL


RecoveryKey

NULLDBINTThe value indicates Half Hour boundary interval (0to 47). Two 15minute interval records have a uniquehalf hour boundary value.

ReportingHalfHour

NULLDBINTThis value indicates the period, in minutes, overwhich the router calculates the Call Type and CallType Skill Group data. The only valid value is 30(default).

ReportingInterval

NULLDBINTThe number of times the dialer attempted to reserveagents during this interval.

ReservationCallAttempts

NULLDBINTThe total time all ports configured on the dialer spentreserving agents during the 30-minute interval. Thismay also include time in queue if the reservationscript is using a queue node.

ReservePortTime

NULLDBINTThe number of calls made during the reportinginterval in which SIT tones were detected.

SITToneDetect



Keys andNULLOption


PK3, NOTNULL


TimeZone

NULLDBINTThe number of calls made during the reportinginterval in which a voice was detected.

VoiceDetect

NULLDBINTThe number of calls where the customer phonenumber was incorrect. (The customer did not livethere.)

WrongNumberCount

Dialer_Port_MapThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


Maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mappingto dialer ports. Use the Blended Agent Configuration option within Unified ICM Configuration Manager tomodify Dialer_Port_Map records. The Primary Key (PK) is nonclustered.

Related Table


Table 158: Indexes for Dialer_Port_Map Table


DialerID, PortNumberclustered, unique, primary key locatedon PRIMARY

XPKPort_Map

Table 159: Fields in Dialer_Port_Map Table

Keys andNULLOption


PK, FKNOTNULL



All TablesDialer_Port_Map

Keys andNULLOption










PK NOTNULL

DBINTIdentifies the particular dialer port on this dialer thatmatches the ACD port.

PortNumber

NULLvarchar(32)Identifies the ACD station and its mapping to a dialerport.

Station

Dialer_Port_Real_TimeThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


Contains the current status of every telephone line for every dialer in Blended Agent. The Primary Key (PK)is nonclustered.

Related Tables




Table 160: Indexes for Dialer_Port_Real_Time Table


DialerID, PortNumberclustered, unique, primary key locatedon PRIMARY

XPKDialer_Port_Real_Time


All TablesDialer_Port_Real_Time

Table 161: Fields in Dialer_Port_Real_Time Table

Keys andNULLOption


NULLVNAME32If the port is dialing, this value is the account number(if available) being dialed.

AccountNumber

FK NULLDBINTIf the port is dialing, this value indicates thecampaign from which the contact being dialed wasretrieved.

CampaignID

NOTNULL

DBDATETIMEThe Central Controller date and time at which eachrow was saved.

DateTime

PK, FKNOTNULL







NULLvarchar(32)If the port is dialing, this value is the phone numberbeing dialed.

PhoneNumber

PK NOTNULL

DBINTThe dialer port (line) number within the currentdialer.

PortNumber

NOTNULL

DBINTThe current line status (for example, dialing,on-hook, off-hook). To see the list of values, seePort Status, on page 592

.

PortStatus

FK NULLDBINTIf the port is dialing, this value identifies the queryrule from which the contact being dialed wasretrieved.

QueryRuleID

Dialer_Real_TimeThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.



All TablesDialer_Real_Time

Contains statistics produced by Blended Agent when a dialing list is executed. Each row provides real-timestatistics for a particular dialer.

The data in this table is reset nightly.

Related table


Table 162: Indexes for Dialer_Real_Time Table


DialerIDclustered, unique, primary key locatedon PRIMARY

XPKDialer_Log_Real_Time

Table 163: Fields in Dialer_Real_Time Table

Keys andNULLOption


NULLDBINTThe number of calls abandoned by customers sincemidnight.

AbandonDetectToday

NULLDBINTThe number of calls in the current 30 minute periodthat had to be abandoned.

However, there was not a hang-up. Instead, the callwas transferred to an IVR that played a message tothe customer.

AbandonToIVRHalf

NULLDBINTNumber or preview/call-back calls that were rejectedby the agent in the current 30 minute period. (Thesecustomers will not be dialed.)

AgentClosedDetectHalf

NULLDBINTNumber or preview/call-back calls that were rejectedby the agent in the current 30 minute period.

AgentRejectedDetectHalf

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of ports configured now.

AllocatedPorts

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of times all ports were busy today.

AllPortsBusyToday

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of times all ports were busy during thelast 30 minute interval.

AllPortsBusyToHalf

NULLDBINTThe number of answering machines detected sincemidnight.

AnsweringMachineDetectToday



Keys andNULLOption


NULLDBINTThe number of busy signals detected since midnight.BusyDetectToday

NULLDBINTThe total number of records scheduled for acall-back.

CallbackCount

NULLDBINTThe number of calls in the current 30 minute periodthat were dropped while ringing the customer phone.

CancelledDetectHalf

NULLDBINTThe number of attempted calls since midnight.ContactsDialedToday

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of attempted calls within a half-hourperiod.

ContactsDialedToHalf

NULLChar(1)(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Status of the CTI connection.

CTI_Status

NULLDBINTIn the current half-hour period, the number of callsthat were abandoned by the customer after theypicked up the phone

CustomerAbandonDetectHalf

NULLDBINTNumber of calls in a 30 minute period that wereabandoned by the customer after they picked up thephone.


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total time all ports configured on the dialer spentdialing contacts today. This includes time spent intransfer and call progress detection.

CustomerPortTimeToday

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total time all ports configured on the dialer spentdialing contacts during the last 30 minutes. Thisincludes time spent in transfer and call progressdetection.

CustomerPortTimeToHalf

NOTNULL

DBDATETIMEThe date and time this record was saved.DateTime

PK, FKNOTNULL




Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Status of the dialer as observed and reported by theCampaign Manager.

DialerStatus

NULLDBINTThe number of calls in the current 30 minute periodthat detected a fax machine.

FaxDetectHalf





NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total time all ports configured on the dialer spentidle today.

IdlePortTimeToday

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total time all ports configured on this dialerspend idle during the last half hour.

IdlePortTimeToHalf

NULLChar(1)(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)Status of the Media Routing connection.

MRStatus

NULLDBINTThe number of calls in the current 30 minute periodthat detected a network answering machine.

NetworkAnsMachineDetectHalf

NULLDBINTThe number of call attempts that were not answeredsince midnight.

NoAnswerDetectToday

NULLDBINTThe number of calls in the current 30 minute periodthat did not receive dial tone.

NoDialToneDetectHalf

NULLDBINTThe number of calls in the current 30 minute periodthat did not receive a ring-back tone, that weredisconnected by the carrier or the network whileringing, or that were flagged with a data error or ano-value call.

NoRingBackDetectHalf

NULLDBINTThe number of calls where the customer requesteda personal call-back.


NULLDBINTThe number of ports that are in a working state,meaning that they are fully registered.

RegisteredPorts



Keys andNULLOption


NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total time all ports configured on the dialer spentreserving agents today.

ReservePortTimeToday

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total time all ports configured on this dialerspent reserving agents during the last half hour.

ReservePortTimeToHalf

NULLDBINTSIT tones detected since midnight.SITToneDetectToday

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The number of calls in a half-hour period thatdetected a network SIT tone.

SITToneDetectToHalf

NULLDBINTThe number of calls answered by people sincemidnight.

VoiceDetectToday

NULLDBINT(THIS FIELD IS NOT CURRENTLY BEINGUSED. IT IS RESERVED FOR FUTURE USE.)The total number of calls ending in an agentanswering the call during the last half-hour.

VoiceDetectToHalf

NULLDBINTThe number of calls where the phone number wasincorrect (the customer did not live there).

WrongNumberCount

Dialer_Skill_Group_Half_Hour


This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It gets populated on central and HDS databases and provides historical reporting for campaigns running on adialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces.

Related Tables


Skill_Group, on page 452 (via SkillGroupSkillTargetID)


All TablesDialer_Skill_Group_Half_Hour

Table 164: Indexes for Dialer_Skill_Group_Half_Hour Table



XAK1Dialer_Skill_Group_Half_Hour

DbDateTimeNonclustered located on PRIMARYXIE1Dialer_Skill_Group_Half_Hour

DialerID, DateTime,SkillGroupSkillTargetID, TimeZone

Clustered, unique primary key located onPRIMARY

XPKDialer_Skill_Group_Half_Hour

Table 165: Fields in Dialer_Skill_Group_Half_Hour Table

Keys andNULLOption


NULLDBINTThe number of calls in a half-hour period where thedialer abandoned a customer call.

AbandonDetectToHalf

NULLDBINTThe number of calls in a half-hour period that hadto be abandoned. However, instead of hanging-upon a customer, the call was transferred to an IVRwhich played a message to the customer.

AbandonToIVRToHalf

NULLDBINTThe number of preview/callback calls in a half-hourperiod that were closeded by the agent (thesecustomers will not be dialed).


NULLDBFLT4Configured by the script editor, this is the percentof agents within the skill group that the dialer isallowed to reserve.

AgentPercentToHalf

NULLDBINTThe number of preview/callback calls in a half-hourperiod that were rejected by the agent.


NULLDBINTThe number of calls in a half-hour period thatdetected an answering machine.


NULLDBINTThe number of calls in a half-hour period thatdetected a busy signal.

BusyDetectToHalf


NULLDBINTThe number of calls in a half-hour period where thedialer cancelled a ringing customer call.


NULLDBINTThe number of attempted calls within a half-hourperiod.






Keys andNULLOption




PK NOTNULL

DBSMALLDATEThe central controller date and time at the start ofthe interval.

DateTime

IE1-IndexedNULL


DbDateTime

PK, FKNOTNULL

DBINTThe unique identifier of the Dialer.DialerID

NULLChar(1)Indicates whether all of the necessary factors are inplace to be dialing right now. (Y or N) This includes,but is not limited to, campaign activation and havingavailable agents.

DialerSkillGroupEnabled

NULLChar(1)Mode of the campaign for this dialer as set in scripteditor for this skill group. (N=None, P=Preview,R=Predictive/Progressive, A=Callback)

DialerSkillGroupMode

NULLChar(1)Type or direction of the campaign as set in the scripteditor for this skill group (N=None, I=Inbound,O=Outbound, B=Blended)

DialerSkillGroupType


FaxDetectToHalf






NULLDBFLT4Number of lines being dialed per agent right now.LinesPerAgentToHalf

NULLDBINTNumber of calls where the voice energy was notsignificant enough to count.


NULLDBINTThe number of calls in a half-hour period thatdetected a network answering machine. A networkanswering machine can be a network based IVR, ora network based answering service.


NULLDBINTThe number of calls in a half-hour period that werenot answered.




Keys andNULLOption


NULLDBINTThe number of calls in a half-hour period that didnot receive a dial tone.


NULLDBINTThe number of calls in a half-hour period that didnot receive a ring back tone.




AK1 NOTNULL

DBFLT8The unique record identifier.RecoveryKey

NULLDBINTThe number of calls in a half-hour period thatdetected a network SIT tone.

SITToneDetectToHalf

PK, FKNOTNULL

DBINTThe unique identifier of the skill group.SkillGroupSkillTargetID

PK NOTNULL


TimeZone

NULLDBINTThe total number of calls ending in an agentanswering the call during the last half-hour.


VoiceDetectToHalf

NULLDBINTThe number of calls where the customer's phonenumber was incorrect (the customer did not livethere).


Dialer_Skill_Group_Real_Time


This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


Real time reporting for how campaigns are running on a dialer. Each skill group maps to a campaign. This issimilar to the dump alloc provided in the dialer traces.


All TablesDialer_Skill_Group_Real_Time

Related Tables



Skill Group (via SkillGroupSkillTargetID)

Table 166: Indexes for Dialer_Skill_Group_Real_Time Table


DialerID, SkillGroupSkillTargetIDclustered, unique primary key located onPRIMARY

XPKDialer_Skill_Group_Real_Time

Table 167: Fields in Dialer_Skill_Group_Real_Time Table

Keys andNULLOption


NULLDBFLT4Configured by the script editor, this is the percentof agents within this skill group that the dialer isallowed to reserve.

AgentPercent

NULLDBINTCount of calls that were answered today. Thisincludes calls where agent marked the calls as aWrong Number or Not Home.

AnsweredCountToday

NULLDBINTCount of calls that were answered to five. Thisincludes calls where agent marked the calls as aWrong Number or Not Home.

AnsweredCountTo5

NULLDBINTCount of calls that were answered to half. Thisincludes calls where agent marked the calls as aWrong Number or Not Home.

AnsweredCountToHalf

NULLDBINTCalls abandoned during this time period.CallsAbandonedToday

NULLDBINTCalls abandoned during this time period.CallsAbandonedTo5

NULLDBINTCalls abandoned during this time period.CallsAbandonedToHalf

NULLDBINTCalls attempted during this time period.CallsAttemptedToday

NULLDBINTCalls attempted during this time period.CallsAttemptedTo5

NULLDBINTCalls attempted during this time period.CallsAttemptedToHalf

NULLDBINTCalls cancelled during this time period.CallsCancelledToday

NULLDBINTCalls cancelled during this time period.CallsCancelledTo5

NULLDBINTCalls cancelled during this time period.CallsCancelledToHalf

FK NULLDBINTThe unique identifier for the Campaign.CampaignID



Keys andNULLOption


NOTNULL

DBDATETIMEThe central controller date and time at the start ofthe interval.

DateTime

PK, FKNOTNULL

DBINTThe unique identifier of the Dialer.DialerID

NULLChar(1)Indicates whether all of the necessary factors are inplace to be dialing right now (Y or N). This includes,but is not limited to, campaign activation and havingavailable agents.

DialerSkillGroupEnabled

NULLChar(1)Mode of the campaign for this dialer as set in scripteditor for this skill group. (N=None, P=Preview,R=Predictive/Progressive, A=Callback)

DialerSkillGroupMode

NULLChar(1)Type or direction of the campaign as set in the scripteditor for this skill group (N=None, I=Inbound,O=Outbound, B=Blended)

DialerSkillGroupType

NULLDBINTErrors detected during this time period including noringback, reorder, no dialer tone.

ErrorCountToday


ErrorCountTo5


ErrorCountToHalf






NULLDBINTNumber of available records in the cache to dial rightnow.

IdleRecords

NULLDBFLT4Number of lines being dialed per agent right now.LinesPerAgent

PK, FKNOTNULL

DBINTThe unique identifier of the Skill Group.SkillGroupSkillTargetID

NULLDBINTNumber of records being used for dialing right now.UsedRecords

NULLDBINTCustomers contacted during this time period.VoiceCountToday



Keys andNULLOption


NULLDBINTCustomers contacted during this time period.VoiceCountTo5

NULLDBINTCustomers contacted during this time period.VoiceCountToHalf

Enterprise_RouteThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.

Each row defines an enterprise-wide route composed of routes from different peripherals. Use Unified ICMConfiguration Manager to add, update, and delete Enterprise_Route records. The Primary Key (PK) isnonclustered. The AlternateKey (AK) is clustered.

Related Tables

Business_Entity, on page 97 (via EntityID)

Enterprise_Route_Member, on page 235 (via EnterpriseRouteID)

Table 168: Indexes for Enterprise_Route Table


EnterpriseName, EntityIDclustered, unique, unique key locatedon PRIMARY

XAK1Enterprise_Route

EnterpriseRouteIDnonclustered, unique, primary keylocated on PRIMARY

XPKEnterprise_Route

Table 169: Fields in Enterprise_Route Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the enterprise route.Description

AK-1 NOTNULL

VNAME32An enterprise name for this enterprise route. Thisname must be unique among all enterprise routeswithin the business entity.

EnterpriseName


All TablesEnterprise_Route

Keys andNULLOption


PK NOTNULL

DBINTUnique identifier for this enterprise route.EnterpriseRouteID

AK-1, FKNOTNULL

DBINTIf partitioning is enabled, indicates the businessentity to which this enterprise route belongs.

EntityID

Enterprise_Route_MemberThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.

It maps routes to enterprise routes. Use Unified ICM Configuration Manager to add, update, and deleteEnterprise_Route_Member records.

Related Table

Enterprise_Route, on page 234 (via EnterpriseRouteID)

Table 170: Indexes for Enterprise_Route_Member Table


EnterpriseRouteID, RouteIDclustered, unique, primary key locatedon PRIMARY

XPKEnterprise_Route_Member

Table 171: Fields in Enterprise_Route_Member Table

Keys andNULLOption


PK, FKNOTNULL

DBINTForeign key from the Enterprise_Route table.EnterpriseRouteID

PK, FKNOTNULL

DBINTForeign key from the Route table.RouteID

Enterprise_ServiceThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.


All TablesEnterprise_Route_Member

Each row defines an enterprise-wide service composed of services from different peripherals. Use UnifiedICM Configuration Manager to add, update, and delete Enterprise_Service records.

Related Tables


Enterprise_Service_Member, on page 236 (via EnterpriseServiceID)

Table 172: Indexes for Enterprise_Service Table


EntityID, EnterpriseNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Enterprise_Service

EnterpriseServiceIDclustered, unique, primary key locatedon PRIMARY

XPKEnterprise_Service

Table 173: Fields in Enterprise_Service Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the enterprise service.Description


DepartmentID

AK-1 NOTNULL

VNAME32An enterprise name for this enterprise service. Thisname must be unique among all enterprise serviceswithin the business entity.

EnterpriseName

PK NOTNULL

DBINTUnique identifier for this enterprise service.EnterpriseServiceID

AK-1, FKNOTNULL

DBINTIf partitioning is enabled, indicates the businessentity to which the enterprise service belongs.

EntityID

Enterprise_Service_MemberThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.


All TablesEnterprise_Service_Member

It maps services to enterprise services. Use Unified ICM Configuration Manager to add or deleteEnterprise_Service_Member records.

Related tables

Enterprise_Service, on page 235 (via EnterpriseServiceID)

Service, on page 413 (via SkillTargetID)

Table 174: Indexes for Enterprise_Service_Member Table


SkillTargetIDnonclustered located on PRIMARYXIE1Enterprise_Service_Member

EnterpriseServiceID, SkillTargetIDclustered, unique, primary key locatedon PRIMARY

XPKEnterprise_Service_Members

Table 175: Fields in Enterprise_Service_Member Table

Keys andNULLOption


PK, FKNOTNULL

DBINTForeign key from the Enterprise Service table.EnterpriseServiceID

PK, FK,IE-1 NOTNULL

DBINTForeign Key from the Service table.SkillTargetID

Enterprise_Skill_GroupThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.

Each row defines an enterprise-wide skill group composed of skill groups from different peripherals. UseUnified ICM Configuration Manager to add, update, and delete Enterprise_Skill_Group records.

Related Tables


Enterprise_Skill_Group_Member, on page 238 (via EnterpriseSkillGroupID)

Table 176: Indexes for Enterprise_Skill_Group Table



XAK1Enterprise_Skill_Group


All TablesEnterprise_Skill_Group


EnterpriseSkillGroupIDclustered, unique, primary key locatedon PRIMARY

XPKEnterprise_Skill_Group

Table 177: Fields in Enterprise_Skill_Group Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the enterprise skillgroup.

Description


DepartmentID

AK-1 NOTNULL

VNAME32An enterprise name for this enterprise skill group.This namemust be unique among all enterprise skillgroups within the business entity.

EnterpriseName

PK NOTNULL

DBINTUnique identifier for this enterprise skill group.EnterpriseSkillGroupID

AK-1, FKNOTNULL

DBINTIf partitioning is enabled, indicates the businessentity to which the enterprise skill group belongs.

EntityID

Enterprise_Skill_Group_MemberThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.

It maps skill groups to enterprise skill groups. Use Unified ICM Configuration Manager to add or deleteEnterprise_Skill_Group_Member records

Related Tables

Enterprise_Skill_Group, on page 237 (via EnterpriseSkillGroupID)

Skill_Group, on page 452 (via SkillTargetID)

Table 178: Indexes for Enterprise_Skill_Group_Member Table


SkillTargetIDnonclustered located on PRIMARYXIE1Enterprise_Skill_Group_Mem


All TablesEnterprise_Skill_Group_Member


EnterpriseSkillGroupID, SkillTargetIDclustered, unique, primary key locatedon PRIMARY

XPKEnterprise_Skill_Members

Table 179: Fields in Enterprise_Skill_Group_Member Table

Keys andNULLOption


PK, FKNOTNULL

DBINTForeign Key from the Enterprise Skill Group table.EnterpriseSkillGroupID

PK, FK,IE-1 NOTNULL

DBINTForeign Key from the Skill Group table.SkillTargetID

EventThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.


Contains system events generated by the system software.

Table 180: Indexes for Event Table


CentralControllerFileTimenonclustered located on PRIMARYXIE1Event

MessageIdnonclustered located on PRIMARYXIE2Event

RecoveryKeyclustered, unique, primary key locatedon PRIMARY

XPKEvent

Table 181: Fields in Event Table

Keys andNULLOption


NULLimageOptional event binary data.BinData

NULLVNAME32The type of message.Category

IE-1 NOTNULL

DBDATETIMEFile Time event was processed at the CentralController.

CentralControllerFileTime


All TablesEvent

Keys andNULLOption


NOTNULL

DBINTTime zone at the Central Controller. The value isthe offset in minutes from UTC (formerly calledGMT).

CentralControllerTimeZone

NOTNULL

DBINTVirtual Time event was processed at the CentralController.

CentralControllerVirtualTime

NOTNULL

DBINTThe customer ID.CustomerId


NULLDBINTOptional event DWORDDword2




NOTNULL

DBINTMessage ID from message compiler.MessageId

NULLDESCRIPTIONContents of message.MessageString

NOTNULL

VNAME32Name of the process that originated the event.ProcName

NOTNULL

DBINTA value used internally by the system software totrack virtual time.

RecoveryDay

AK-1 NOTNULL


RecoveryKey

NULLvarchar(16)The level of the message.Severity

NOTNULL

DBCHARSide of event originator:

• A orB = Paired processes

• \0 = A non-paired process

Side

NOTNULL

DBDATETIMEFile time event was generated (originator's time).SourceFileTime

NULLVNAME32Name of the node that generated the event.SourceSystemName

NOTNULL

DBINTVirtual time event was generated (originator's time).SourceVirtualTime

NOTNULL

DBINTStatus code value.StatusCode


All TablesEvent

Keys andNULLOption


NULLDESCRIPTIONString associated with the status code.StatusCodeString

NOTNULL

DBSMALLINTClassification of the value in StatusCode field.StatusCodeType






NOTNULL

DBSMALLINTDMP system ID of the event originator. For aCallRouter or Logger, this value is always 0.

SystemId

NOTNULL

DBSMALLINTThe type of system that generated the event. To seethe list of values, see Event Fields, on page 588.

SystemType

NOTNULL

DBSMALLINTEMS version number.VersionNum

Expanded_Call_VariableThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

Each row describes an expanded call variable. Use Unified ICM Configuration Manager to add, update, anddelete Expanded_Call_Variable records.

Related tables

Route_Call_Variable, on page 355 (via ExpandedCallVariableID)

Termination_Call_Variable, on page 522 (via ExpandedCallVariableID)

Table 182: Indexes forExpanded_Call_Variable Table



XAK1Expanded_Call_Variable

ExpandedCallVariableIDclustered, unique, primary key locatedon PRIMARY

XPKExpanded_Call_Variable


All TablesExpanded_Call_Variable

Table 183: Fields in Expanded_Call_Variable Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL


• Y= Yes

• N = No

Deleted

NULLDESCRIPTIONAdditional information about the call variable.Description

NOTNULL

DBCHARIndicates whether the call variable is an array:

• Y= Yes

• N = No

ECCArray

NOTNULL

DBCHARIndicates whether the call variable is currentlyenabled:

• Y = Yes

• N = No

Enabled

AK-1 NOTNULL

VNAME32An enterprise name for this call variable. This namemust be unique among all expanded call variableswithin the business entity.

EnterpriseName

PK NOTNULL

DBSMALLINTA unique identifier for the call variable.ExpandedCallVariableID

NOTNULL

DBCHARIndicates whether the call variable is provided byCisco:

• Y= Yes

• N= No

GeoTelProvided

NULLDBINTIf the call variable is an array, the maximum numberof elements in the array: 1 to 255.

MaximumArraySize

NOTNULL

DBINTThe maximum length of the call variable value: 1 to210.

MaximumLength


All TablesExpanded_Call_Variable

Keys andNULLOption


NOTNULL

DBCHARY or N. Default is N.

Specifies whether or not each individual ECCvariable is persistent (is written to the historicaldatabase with the TCD or RCD record).

The 'Persistent' value is configurable using theExpanded Call Context Variable list tool.

For newly-added ECC variables, the checkbox forthe Peristent value is unchecked; that is, the defaultvalue is 'N'. To change the value to 'Y', check thisbox in the configuration tool.

In an upgrade, pre-existing ECC variables, whichwere previously persistent by default, are notchanged; they remain 'Y'. Youmay reconfigure themto 'N'

Only persistent ECC variables (those setto 'Y' ) are written to the database.Non-persistent ECC variables (those setto 'N' ) are not written to the database, butthey can be used in routing scripts.

Note

Persistent

Feature_Control_SetThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

It contains information about the different feature sets that may be used by different users.

The Feature Control Set List tool is not available on a limited AW.Note

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

Related tables

User_Group, on page 536 (via FeatureSetID)

Customer_Definition, on page 193 (via FeatureSetID)

Table 184: Indexes for Feature_Control_Set Table



XAKFeature_Control_Set


All TablesFeature_Control_Set


FeatureSetIDclustered, unique, primary key locatedon PRIMARY

XPKFeature_Control_Set

Table 185: Fields in Feature_Control_Set Table

Keys andNULLOption


NOTNULL

CHANGESTAMPThis value is incremented when the record ischanged in the central database.

ChangeStamp

NULLDateTimeStampRecords the date and time when a record isadded/updated.

DateTimeStamp

NULLDESCRIPTIONA description of the feature set.Description

AK NOTNULL

VNAME32A unique name among all feature sets in theenterprise.

EnterpriseName

NULLimageContains all the information about the feature set.FeatureSetData

PK NOTNULL

DBINTA unique identifier for this feature set.FeatureSetID

ICR_GlobalsThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

Contains a single record containing general information about the Unified ICM configuration. You can useUnified ICM Configuration Manager to modify some fields of the ICR_Globals records.

Related Tables

Call_Type, on page 98(DefaultCallTypeID maps to Call_Type.CallTypeID)

Network_Vru, on page 287 (DefaultNetworkTargetID maps to Network_VRU.NetworkTargetID)

Table 186: Fields in ICR_Globals Table

Keys andNULLOption


FK NOTNULL

DBINTThe ID for the entry in the Bucket_Interval Tableused for all CallTypes as the default BucketIntervals. The default value is 1.

BucketIntervalID

NOTNULL

varchar(64)The name of the NT domain that contains the CentralController.

CCDomainName


All TablesICR_Globals

Keys andNULLOption


NULLDBINTThe number of digits of CLID to mask.CLIDMaskingDigitsToMask

NOTNULL


• Y = CLID masking is enabled.

• N = CLID masking is not enabled.

CLIDMaskingEnable

NULLvarchar(1)The character to use when masking digits.CLIDMaskingMaskCharacter

NULLDBCHARValid options are:

• Y = Remove digits.

• N = Mask digits.

CLIDMaskingRemoveDigits

NULLDBSMALLINTTheminimum time in seconds an incoming call mustbe in process (in queue, listening to announcements,answering prompts) before being considered anabandoned call if the caller hangs up. The defaultvalue is 5.

CallTypeAbandonCallWaitTime

NULLDBINTThe time in seconds to be used as the service levelthreshold. The default value is 20.

CallTypeServiceLevelThreshold

NULLDBSMALLINTDefault value that indicates how the system softwarecalculates the service level (that is, how it handlesabandoned calls in CallTypeServiceLevelTypecalculating the service level). The default value is1 - Ignoreabandoned calls.

CallTypeServiceLevelType

NOTNULL


ChangeStamp

NULLvarchar(32)Name of the customer.CompanyName

NOTNULL

DBCHARReserved for future use.CompatibleECCPayloadRules


DateTimeStamp

FK NULLDBINTIdentifies a general default call type. This default isused if a call does not map to a specific call type andno default call type is defined for the associatedrouting client.

DefaultCallTypeID

FK NULLDBINTIdentifies the default network VRU to use for acustomer that has no network VRU defined or for adialed number that is not associated with a customer.

DefaultNetworkTargetID



Keys andNULLOption


NOTNULL

DBCHARIndicates whether expanded call context is enabledfor the Unified ICM. Valid options are:

• Y = ECC is enabled

• N= (Default) ECC is not enabled.

EnableExpandedCallContext

NOTNULL

DBCHAREnable/Disable PG to CCHHThrottling. The defaultvalue is Y.

EnableHHThrottle

NOTNULL

DBCHAREnables the use of an external authenticator with theConfiguration Management Service (CMS) for theLoginName in the Person table. Valid options are:

• Y = External authenticator enabled.

• N= External authenticator not enabled.

ExternalAuthentication

NULLVarchar (255)Name of external DLL to be used for scriptvalidation.

ExternalScriptValidation

NOTNULL

DBINTThe value indicates router to calculate Call Typeand Call Type Skill Group data for that interval.Default: 30.

HistoricalReportingInterval

NOTNULL

DBINTValid options include:

• 1 = Standard

• 2 = CICM

• 3 = NAM

ICRType

NULLDBINTWhich of the allowed Unified CCE "simplified"deployment options the user has selected in theweb-based config "Deployment Wizard".

IPCCDeploymentType

NOTNULL

DBINTThe state of the Unified CCE deployment as knownby the web-based config "Deployment Wizard."

Values

• 0 - Not Done.

Value 0 inserted at database create-time.

• 1 - Aborted.

• 2 - Done.

IPCCDeploymentState



Keys andNULLOption


NOTNULL

DBSMALLINTMaximum number of script versions to retain foreach master script. If the value is 0, all versions areretained.

KeepNScriptVersions

NOTNULL

DBCHARSpecifies whether or not LoginNames in the Persontable are case-sensitive. Valid options are:

• Y = Indicates that LoginNames in the Persontable are case sensitive.

• N = Indicates that the case of LoginNames inthe Person table does not matter.

(1) Changing this property will causeALL person login names in the databaseto be changed appropriately. (2) It ispossible that not all person records canbe converted from case sensitive to notcase sensitive or the reverse. This canhappen if changing the case causes aname conflict with other login names inthe system.

Note

LoginCaseUnique

NULLDBINTThemaximum value to be used as a correlation valuefor calls sent to a network VRU.

MaxCorrelationNumber

NOTNULL

DBINTThe maximum number of partitions that can beconfigured for the system if partitioning is enabled.

MaxPartitions

NULLDBINTTheminimum value to be used as a correlation valuefor calls sent to a network VRU.

MinCorrelationNumber

NOTNULL

DBINTSpecifies a minimum password length for a Person.MinPasswordLength

NOTNULL

DBINTThe shortest interval, in seconds, at which anadministrative script can be scheduled.

MinScriptSchedTime

NULLDBINTFor future use.PQAgentOrdering

NULLDBINTFor future use.PQServiceLevelThreshold

NULLDBSMALLINTFor future use.PQServiceLevelType



Keys andNULLOption


NULLDBCHARIndicates whether or not partitioning is enabled.Valid options are:

• Y = Partitioning is enabled.

• N = Partitioning is not enabled.

Partitioning was obsoleted in UnifiedCCE Release 9.0(1). Databasepartitioning, if enabled, prevents upgradeto Unified CCE Release 11.5(1). Youmust remove database partitioning beforerunning Unified CCE Release 11.5(1)installer.

Note

PartitioningIndicator

NOTNULL

DBSMALLINTIndicates if every component on the system canhandle encoded passwords (PGs, 3rd Partyapplications, and so forth)

• 1 = MD5

• 2 = SHA-2

The default is 1.

PasswordType

ICR_InstanceThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Each row defines an Unified ICM instance. For a Network ApplicationsManager (NAM), you should configurean instance for each associated Customer ICM. Use Unified ICM Configuration Manager to create, update,or delete an Unified ICM instance.

Related Tables

Application_Gateway, on page 74 (via ICRInstanceID)

Customer_Definition, on page 193 (via ICRInstanceID)

ICR_Node, on page 250 (via ICRInstanceID)

Table 187: Indexes for ICR_Instance Table



XAK1ICR_Instance

NetworkICRInstanceIDnonclustered located on PRIMARYXIE1ICR_Instance


All TablesICR_Instance


ICRInstanceIDclustered, unique,primary key locatedon PRIMARY

XPKICR_Instance

Table 188: Fields in ICR_Instance Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAny additional information about the instance.Description

AK-1 NOTNULL

VNAME32An enterprise name for the instance. This namemustbe unique for all Unified ICM instances in theenterprise.

EnterpriseName

PK NOTNULL

DBINTA unique identifier for the instance.ICRInstanceID

NULLDBBIGINTKey value this instance received from the NAMwiththe last configuration update.

LastUpdateKey

FK, IE-1NULL

DBINTThe Network Unified ICM instance, if any,associated with the instance.

NetworkICRInstanceID

NOTNULL

DBINTThe number the identifies the instance inWeb Setup.Number

NOTNULL

DBSMALLINTIndicates whether the instance is Network ICM ora Customer ICM.

Type

ICR_LocksThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

Contains information about system locks currently held by users.

Table 189: Indexes for ICR_Locks Table


LockType, LockIDclustered, unique, primary key locatedon PRIMARY

XPKICR_Locks


All TablesICR_Locks

Table 190: Fields in ICR_Locks Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLvarchar(255)Additional information the system softwaremaintains for the lock.

DataFld

NOTNULL

DBDATETIMEThe date and time at which the lock was obtained.DateTime

PK NOTNULL

DBINTIdentifies the object that is locked. For example, fora Script lock, LockID holds the ScriptID value.

LockID

NOTNULL

DESCRIPTIONThe name of the object that is locked. For example,for a Script lock, LockName holds the name of thescript.

LockName

PK NOTNULL

DBINTThe type of the lock. To see values, see ICR LocksFields, on page 589.

LockType

NOTNULL

DBINTIndicates whether the system software shouldautomatically release the lock when the associateddata are saved to the system database.

ReleaseOnSend

NOTNULL

VNAME32The system from which the user obtained the lock.SystemName

NOTNULL

varchar(64)The name of the user who holds the lock.UserName

ICR_NodeThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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 thisinformation to forward certain configuration changes. Use Unified ICM Configuration Manager to create,modify, or delete an Unified ICM node.

Related Table

ICR_Instance, on page 248(via ICRInstanceID)


All TablesICR_Node

Table 191: Indexes for ICR_Node Table



XAK1ICR_Node

ICRInstanceIDnonclustered located on PRIMARYXIE1ICR_Node

ICRNodeIDclustered, unique, primary key locatedon PRIMARY

XPKICR_Node

Table 192: Fields in ICR_Node Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLvarchar(255)Parameters to be passed to the node at initialization.ConfigParam


DateTimeStamp

NULLDESCRIPTIONAdditional information about the node.Description

NOTNULL

varchar(64)The name of the NT domain that contains the node.DomainName

AK-1 NOTNULL

VNAME32An enterprise name for the node. This name mustbe unique for all nodes in the enterprise.

EnterpriseName

FK, IE-1NOTNULL

DBINTThe Unified ICM instance associated with the node.ICRInstanceID

PK NOTNULL

DBINTA unique identifier for the node.ICRNodeID

NOTNULL

VNAME32The host name of the machine on which the noderuns.

SystemName

NOTNULL

DBSMALLINTThe type of node:

• 1 = Primary Distributor

• 2 = Backup Distributor

Type


All TablesICR_Node

ICR_ViewThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Each ICR_View describes how the system software interprets the data imported for a schedule. The individualcolumns within the view are described in associated View_Column rows.

Related Table

Schedule, on page 390 (via ICRViewID)

View_Column, on page 542 (via ICRViewID)

Table 193: Indexes for ICR_View Table



XAK1ICR_View

ICRViewIDclustered, unique, primary key locatedon PRIMARY

XPKICR_View

Table 194: Fields in ICR_View Table

Keys andNULLOption


NOTNULL

VNAME32The name of the table in the system from which itis imported.

BaseTableName

NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the view.Description

AK-1 NOTNULL

VNAME32A unique name for the view.EnterpriseName

PK NOTNULL

DBINTA unique identifier for the view.ICRViewID

NOTNULL

DBCHARIndicates whether fields in the Schedule Import tablecan be read directly rather than through a view. Validoptions are:

• Y = Yes

• N = No

ReadBaseTable


All TablesICR_View

Keys andNULLOption


NOTNULL

VNAME32The name of the view.ViewName

NOTNULL

DBINTThe type of view.ViewType

IdsThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Indicates whether a specific object type supports row-level security. For those object types that do supportrow-level security, the Ids table contains one row for each object of that type.

Related Tables

Object_List, on page 292 (via ObjectType)

Object_Security, on page 293 (via ObjectType + ObjectID)

User_Security_Control, on page 539 (via ObjectType + ObjectID)

Table 195: Indexes for IDs Table


ObjectType, ObjectIDclustered, unique, primary key locatedon PRIMARY

XPKIds

Table 196: Fields in Ids Table

Keys andNULLOption


PK NOTNULL

DBINTIdentifies a specific object for which row-levelsecurity is supported. If the object type does notsupport row-level security, this value is 0.

ObjectID

PK, FKNOTNULL

DBINTIdentifies the object type.ObjectType

NOTNULL

DBINTIdentifies the object's parent. A value of 0 indicatesthat the object has no parent.

ParentObjectID

NOTNULL

DBINTIdentifies the object type of the object's parent. Forexample, a peripheral is a parent to its trunk groups.A value of 0 indicates that the object has no parent.

ParentObjectType


All TablesIds

Import_LogThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

It gets populated on central and HDS databases. This table contains information about schedule importoperations that have been performed. The system software automatically creates an Import_Log row eachtime it imports schedule information. The Primary Key (PK) is nonclustered.

Related Table

Schedule, on page 390 (via ScheduleID)

Table 197: Indexes for Import_Log Table



XAK1Import_Log

DateTime, ScheduleID, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKImport_Log

Table 198: Fields in Import_Log Table

Keys andNULLOption


PK NOTNULL

DBDATETIMEThe date and time when the row was generated.DateTime

NOTNULL

VNAME32The operation that was logged; for example Importor Edit.

LogOperation

NOTNULL

DESCRIPTIONIndicates 'Success' or describes an error.Message

AK-1 NOTNULL


RecoveryKey

NOTNULL

DBINTThe number of rows imported or modified.RowsCopied

PK, FKNOTNULL

DBINTIdentifies the schedule affected.ScheduleID

PK NOTNULL


TimeZone


All TablesImport_Log

Keys andNULLOption


NOTNULL

VNAME32The workstation from which data was imported.WorkstationName

Import_RuleThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

Contains a list of all the import rules and their associated import lists. Use the Blended Agent Configurationoption within Unified ICM Configuration Manager to modify Import_Rule records.


Related Tables

Query_Rule, on page 330 (via ImportRuleID)

Import_Rule_Clause, on page 259 (via ImportRuleID)

Import_Rule_History, on page 260 (via ImportRuleID)

Import_Rule_Real_Time, on page 262 (via ImportRuleID)

Table 199: Indexes for Import_Rule Table


ImportRuleNamenonclustered, unique, unique key locatedon PRIMARY

XAK1Import_Rule

ImportRuleIDclustered, unique, primary key locatedon PRIMARY

XPKImport_Rule

Table 200: Fields in Import_Rule Table

Keys andNULLOption


NOTNULL


ChangeStamp

NOTNULL

varchar(64)The name of the contact table into which this file isto be imported.

ContactTableName


DateTimeStamp


All TablesImport_Rule

Keys andNULLOption


NULLDBINTThe day of the month to run this import. Only usedwhen MonthlyEnabled is set to Y.

DayOfMonth

NOTNULL


• Y = Yes

• N = No

Deleted

NOTNULL

DBCHARIndicates whether file is fixed format, commadelimited, or pipe delimited.

• F = Fixed format

• C = Comma delimited

• P = Pipe delimited

DelimiterType


DepartmentID

NOTNULL

DBCHARA flag that indicates whether this import should berun at the scheduled time:

• Y = Run at scheduled time.

• N = Do not run at scheduled time.

Enabled

NULLvarchar(255)The directory where the file to be imported is stored.UNC naming convention.

FilePath

NOTNULL


• Y = Import files are imported as soon as theyare created. After the import is complete, theimport file is renamed or deleted.

• N = Import files are not imported as soon asthey are created.

FilePollingEnabled

NOTNULL

DBCHARFlag that indicates if this import should be performedevery Friday:

• Y = Perform import every Friday.

• N = Do not perform import every Friday.

FridayEnabled






Keys andNULLOption







PK NOTNULL

DBINTA unique identifier for this import rule.ImportRuleID

AK-1 NOTNULL

VNAME32The customer-entered name for this import rule.ImportRuleName

NOTNULL

DBINTIndicates if this is a Contact Import or a Do-Not-Callimport:

• Y = The import type is Contact Import.

• N = = The import type is Do-Not-Call.

ImportType

NOTNULL

DBCHARFlag that indicates if this import should be performedevery Monday:

• Y = Perform import every Monday.

• N = Do not perform import every Monday.

MondayEnabled

NOTNULL

DBCHARIf enabled, this import schedule will run based onthe day of the month instead of the current weekday:

• Y = Import will occur one day per month.

• N = Import will occur on a daily/weekly basis.

MonthlyEnabled

NOTNULL

DBCHARIndicates whether a contact table that already existsshould be overwritten:

• Y = Yes, overwrite

• N = = No, append to.

OverwriteEnabled

NOTNULL


• Y = The import file must be renamed after itis imported; otherwise, it will be deleted.

• N = The import file need not be renamed.

RenameEnabled



Keys andNULLOption


NOTNULL

DBSMALLINTThe number of import tile versions that aremaintained. After an import file is imported, its namecan be appended with a .001 through .nnn.

RenameMaxVersions

Not in use.SPPostImportEnabled

Not in use.SPPreImportEnabled

NOTNULL

DBCHARFlag that indicates if this import should be performedevery Saturday:

• Y = Perform import every Saturday.

• N = Do not perform import every Saturday.

SaturdayEnabled

NOTNULL

DBINTThe hour at which the import should start. Hours arein 24-hour format and are based on CentralController time.

ScheduleStartHours

NOTNULL

DBINTThe minute at which the import should start, basedon Central Controller time.

ScheduleStartMinutes

NOTNULL

DBCHARFlag that indicates if this import should be performedevery Sunday:

• Y = Perform import every Sunday.

• N = Do not perform import every Sunday.

SundayEnabled

NOTNULL

DBCHARFlag that indicates if this import should be performedevery Thursday:

• Y = Perform import every Thursday.

• N = Do not perform import every Thursday.

ThursdayEnabled

NOTNULL

DBCHARFlag that indicates if this import should be performedevery Tuesday:

• Y = Perform import every Tuesday.

• N = Do not perform import every Tuesday.

TuesdayEnabled

NOTNULL

DBCHARFlag that indicates if this import should be performedevery Wednesday:

• Y = Perform import every Wednesday.

• N = Do not perform import every Wednesday.

WednesdayEnabled



Import_Rule_ClauseThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

Defines the portions of an import list to be imported by the Blended Agent Import Rule process. Use theBlendedAgent Configuration optionwithinUnified ICMConfigurationManager tomodify Import_Rule_Clauserecords.


Related Table

Import_Rule, on page 255 (via ImportRuleID)

Table 201: Indexes for Import_Rule_Clause Table


ImportRuleID, SequenceNumberclustered, unique, primary key locatedon PRIMARY

XPKImport_Rule_Clause

Table 202: Fields in Import_Rule_Clause Table

Keys andNULLOption


NOTNULL

DBINTIndicates how many positions after the decimalpoint.

DecimalPlaces

NOTNULL

varchar(64)The name of the columnwithin the contact table intowhich the corresponding field within the import filewill be inserted.

FieldName










All TablesImport_Rule_Clause

Keys andNULLOption


PK, FKNOTNULLNULL

DBINTThe import rule to which this clause belongs.ImportRuleID

NOTNULL


• Y = Index will be created on this column.

• N = Index will not be created on this column.

IndexColumnEnabled

NOTNULL

DBINTThe length of the column.Length

NOTNULL


• Y = Column allows a NULL entry.

• N = Column does not allow NULL values.

NullEnabled

PK NOTNULL

DBINTThe index for clauses within a given import rule.SequenceNumber

NULLDBINTThe name of a Blended Agent standard column towhich this field will default.

StandardColumnType

NOTNULL

DBINTThe data type of the column.Type

Import_Rule_HistoryThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

It gets populated on central and HDS databases. This table contains the history of every Blended Agent importand shows how many records have succeeded and failed.

Related Table


Table 203: Indexes for Import_Rule_History Table



XAK1Import_Rule_History

StartDateTime, ImportRuleID, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKImport_Rule_History


All TablesImport_Rule_History

Table 204: Fields in Import_Rule_History Table

Keys andNULLOption


NOTNULL

DBINTThe number of records that had errors whileimporting.

BadRecords

NOTNULL

DBDATETIMEThe date and time when the import was finished.EndDateTime

NOTNULL

DBINTThe number of records successfully imported so far.GoodRecords

NULLDBINT0 = Append, 1 = OverwriteListImportType

NULLDBINT1 = Contact List, 2 = Do Not Call ListImportType




NULLDBINTNumber of records which were imported toDialingLists. This number may be larger than thenumber of records in the import if this import list isassociated with more than one campaign query rule.

ImportedToDialingListCount

PK, FKNOTNULL

DBINTThe current active import.ImportRuleID

AK-1 NOTNULL


RecoveryKey

PK NOTNULL

DBDATETIMEThe date and time when the import was started.StartDateTime

PK NOTNULL


TimeZone

NOTNULL

DBINTThe total number of records contained in the importfile.

TotalRecords

NULLDBINTNumber of records which did not match any of theexisting region prefixes, thus getting the defaultcampaign time zone.

UnmatchedRegionPrefixCount


All TablesImport_Rule_History

Import_Rule_Real_TimeThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


Contains the name and current status of the import list that is currently being generated by the Blended AgentImport Rule process.

Related Table


Table 205: Indexes for Import_Rule_Real_Time Table


ImportRuleIDclustered, unique, primary key locatedon PRIMARY

XPKImport_Rule_Real_Time

Table 206: Fields in Import_Rule_Real_Time Table

Keys andNULLOption


NULLDBINTThe number of records that had errors while beingimported. (Note: A new-line character with a spacecharacter can result in a bad record. For example, ifyou enter 10 customer records into a text file andthen press the Enter key after the 10th record, an11th "bad record" is created by this process.)

BadRecords

NOTNULL

DBDATETIMEThe date and time when the import was changed.DateTime

NULLDBDATETIMEThe date and time at which this import was started.DateTimeStart






NULLDBINTThe number of records successfully imported so far.GoodRecords

PK, FKNOTNULL

DBINTThe current active import.ImportRuleID


All TablesImport_Rule_Real_Time

Keys andNULLOption


NULLDBINTThe real-time import status: 380, Import Begin; 385,Import Update; 420, Import End; 430, DNC Begin;450 DNC End.

Status

NULLDBINTA count of all records within an import file.TotalRecords

Import_ScheduleThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Defines a command that the system software executes periodically to import data into a schedule. Use theWorkforce Management Integration System to schedule import operations.

Related Tables


Table 207: Indexes for Import_Schedule Table


ScheduleIDnonclustered located on PRIMARYXIE1Import_Schedule

ImportScheduleIDclustered, unique, primary key locatedon PRIMARY

XPKImport_Schedule

Table 208: Fields in Import_Schedule Table

Keys andNULLOption


NOTNULL

varchar(255)The command the system software executes toimport the data.

AtCommand

NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the schedule import.Description

PK NOTNULL

DBINTA unique identifier for the Import Schedule record.ImportScheduleID


All TablesImport_Schedule

Keys andNULLOption


FK NOTNULL

DBINTIdentifies the Schedule for which the data isimported.

ScheduleID

NOTNULL

VNAME32The host name of the workstation from which thesystem software imports schedule data.

WorkstationName

LabelThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see Device,on page 554.

Defines the label that is sent to the routing client for each Network Target value. Use the Unified ICMConfiguration Manager to add, update, and delete Label records.

Related Tables


Dialed_Number, on page 199 (via LabelID)

Dialed_Number_Label, on page 201(via LabelID)

Network_Target, on page 281(via NetworkTargetID)

Network_Vru, on page 287 (via LabelID)


Table 209: Indexes for Label Table


RoutingClientID, Labelnonclustered, unique, unique keylocated on PRIMARY

XAK1Label

CustomerDefinitionIDnonclustered located on PRIMARYXIE1Label

LabelIDclustered, unique, primary key locatedon PRIMARY

XPKLabel

Table 210: Fields in Label Table

Keys andNULLOption


NOTNULL


ChangeStamp


All TablesLabel

Keys andNULLOption


FK, IE-1NULL

DBINTIdentifies the customer associated with the label.CustomerDefinitionID


DateTimeStamp

NULLDESCRIPTIONAdditional information about the label.Description

FK NULLDBINTFor network VRU labels with multiple NAMs, thisfield contains a foreign key to identify the NetworkApplications Manager (NAM) instance for whichthe label is valid.

ICRInstanceID

AK-1 NOTNULL

VNAME32The label to be returned to the routing client.Label

PK NOTNULL

DBINTUnique identifier for this label.LabelID

NOTNULL

DBSMALLINTThe type of the label. For the list of values, seeLabelType Fields, on page 589.

LabelType

FK NULLDBINTForeign key from the Network Target table. Eachlabel maps to one and only one network target.

NetworkTargetID

AK-1, FKNOTNULL

DBSMALLINTIdentifies the routing client that can receive thislabel.

RoutingClientID

Logger_AdminThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

It gets populated on central and HDS databases. This table contains one record of information for eachadministrative task the system software applies to the central database. Specifically, this table tracks Purgesand Update Statistics operations. These operations are run automatically as scheduled jobs.

Table 211: Indexes for Logger_Admin Table



XAK1Logger_Admin

TableName, ScheduledAt, FunctionNameNonclustered located on PRIMARYXIE1Logger_Admin

DateTimeNonclustered located on PRIMARYXIE2Logger_Admin


All TablesLogger_Admin



XPKLogger_Admin

Table 212: Fields in Logger_Admin Table

Keys andNULLOption


IE-2 NOTNULL

DBDATETIMEThe date and time at which the scheduled job wassubmitted.

DateTime

NULLDBDATETIMETime at which the operation completed.EndTime

NULLDBFLT8For a Purge operation, the recovery key of theearliest record purged.

FromRecoveryKey

IE-1 NOTNULL

VNAME32The operation performed; for example, Purge.FunctionName

PK, AK-1NOTNULL

DBFLT8A value used internally by the system software totrack the time that the record is created.

RecoveryKey

NULLDBINTFor a Purge operation, the number of days recordsare retained. Records older than this are deleted inthe Purge.

Retain

NULLDBINTFor a purge operation, the number of rows purged.RowsPurged

IE-1 NOTNULL

DBDATETIMEDate and time the scheduled job was executed.ScheduledAt

NULLDBDATETIMETime at which the operation started.StartTime

IE-1 NOTNULL

VNAME32The name of the database table on which theoperation was performed.

TableName

NULLDBFLT8For a Purge operation, the recovery key of the mostrecent record purged.

ToRecoveryKey

Logger_MetersThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.


Contains performance information about the Logger process. The Logger process on the Central Controllercreates a new Logger Meters row in the central database every five minutes.


All TablesLogger_Meters

Table 213: Indexes for Logger_Meters Table


RecoveryKeynonclustered, unique, unique key locatedon PRIMARY

XAK1Logger_Meters

DateTime, TimeZoneclustered, unique, primary key locatedon PRIMARY

XPKLogger_Meters

Table 214: Fields in Logger_Meters Table

Keys andNULLOption


NOTNULL

DBINTThe number of configuration changes written duringthe five-minute interval.

ConfigMessagesTo5

NOTNULL

DBINTNumber of datamessages received in the five-minuteinterval.

DataMessagesTo5

NOTNULL

DBFLT8Number of data pages allocated.DataPagesAllocated

NOTNULL

DBFLT8Number of data pages used.DataPagesUsed

PK NOTNULL

DBSMALLDATERecord timestamp (unique).DateTime

NOTNULL

DBINTNumber of EMS messages received in thefive-minute interval.

EMSMessagesTo5

NOTNULL

DBINTTotal number of five-minute records written duringthe five-minute interval.

FiveMinuteHistoryTo5

NOTNULL

DBINTTotal number of half-hour records written duringthe five-minute interval.

HalfHourHistoryTo5

NOTNULL

DBFLT8Number of log pages allocated.LogPagesAllocated

NULLDBFLT8Number of log pages used.LogPagesUsed

NOTNULL

DBINTNumber of MDS messages received in thefive-minute interval.

MDSMessagesTo5

NOTNULL

DBINTTime spent processing messages in the five-minuteinterval, in milliseconds.

MessageTimeTo5

AK-1 NOTNULL


RecoveryKey


All TablesLogger_Meters

Keys andNULLOption


NOTNULL

DBINTNumber of Route Call Detail rows written duringthe five-minute interval.

RouteCallDetailTo5

NOTNULL

DBINTNumber of Termination Call Detail rows writtenduring the five-minute interval.

TerminationCallDetailTo5

PK NOTNULL


TimeZone

Logger_TypeThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

Identifies the Logger type (that is, standard, Customer ICM (CICM), or Network Applications Manager(NAM)).

Table 215: Fields in Logger_Type Table

Keys andNULLOption


NOTNULL

DBINTThe type of Logger:

• 1 =Standard

• 2 = CICM

• 3= NAM

LoggerType

Logical_Interface_ControllerThis table is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page619.

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 theLogical Interface Controller table. Use Unified ICM Configuration Manager to add, update, and deleteLogical_Interface_Controller records.

Related Tables


All TablesLogger_Type

Network_Trunk_Group, on page 282 (via LogicalControllerID)

Peripheral, on page 294 (via LogicalControllerID)

Physical_Interface_Controller, on page 312 (via LogicalControllerID)

Routing_Client, on page 379(via LogicalControllerID)

Service_Array, on page 416 (via LogicalControllerID)

Translation_Route, on page 524 (via LogicalControllerID)

Table 216: Indexes for Logical_Interface_Controller Table



XAK1Logical_Interface_Controll

LogicalControllerIDclustered, unique, primary key locatedon PRIMARY

XPKLogical_Interface_Controlle

Table 217: Fields in Logical_Interface_Controller Table

Keys andNULLOption


NOTNULL

DBCHARIndicate pg to generate all peripheral relatedhistorical data based on the ACD time. Default: 'N'

ACDTimeEnabled

NOTNULL


ChangeStamp

NOTNULL

DBSMALLINTThe type of client the controller provides theinterface for.

ClientType

NULLvarchar(255)String containing information, such as logoninformation, specific to the interface controllerdevice. For example: -rtuser UserName -rtpswdPassword

ConfigParam


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONAdditional information about the controller.Description

AK-1 NOTNULL

VNAME32An enterprise name for the controller. This namemust be unique for all logical controllers in theenterprise.

EnterpriseName


All TablesLogical_Interface_Controller

Keys andNULLOption


YESDBINTThe value indicates PG to calculate historical dataat that interval. Default: 30

HistoricalReportingInterval

PK NOTNULL

DBSMALLINTUnique identifier for this logical controller.LogicalControllerID

NOTNULL

DBSMALLINTThe Interface Controller type:

• 2 = PG

• 3 = NIC

LogicalControllerType

NULLvarchar(32)The address for CTI Server as IP:port (either indotted-numeric or name format).

PrimaryCtiAddress

NULLvarchar(32)The address for the backup CTI Server as IP:port(either in dotted-numeric or name format)

SecondaryCtiAddress

Machine_AddressThis table contains network addresses of the hosts. It is a separate table because a host may have multiplenetwork address (for example, public, private). The parent is the Machine_Host table.

Table 218: Fields in Machine_Address Table

Keys andNULLOption


NOTNULL

varchar(256)The connection address (either the IP address or thehostname).

Address

NOTNULL

DBINITThe type of address.

Valid values are:

• 1 = Public

• 2 = Private

AddressType

NOTNULL

DBINTThe database ID of the row. This is needed for theMachine_Service table.

MachineAddressID

NOTNULL

DBINTThe foreign key to the Machine_Host table.MachineHostID


All TablesMachine_Address

Machine_HostThis table contains information about the host. The table stores both VMHost and VirtualMachine 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 219: Fields in Machine_Host Table

Keys andNULLOption


NOTNULLDBCHARWhether the record was autogenerated by the system.Once a user modifies a record, the value is set to False('N').

AutoGenerated

NOTNULLCHANGESTAMPThe change stamp, which is updated every time theMachine_Host or related Machine_Service rows arecreated or modified.

ChangeStamp


DateTimeStamp

NULLDESCRIPTIONThe descriptionDescription

NULLvarchar(256)The host nameHostName

NOTNULLDBINTThe database ID of the row.MachineHostID

NOTNULLvarchar(256)The external name of the machine. If the machine isa VM, this would be the VM name.

MachineName

NOTNULLDBINTThe type of the host machine; for example, VM Host,CVP, CVP Reporting Server, Gateway, etc.

Valid values are:

MachineType

NULLDBINTIf the machine is a VM, this is a pointer to the VMhost.

VMHostID

NULLvarchar(64)If the machine is a VM, this is the instance UUID. Ifthe machine is not a VM, this is set to null.

VMInstanceUuid

ECE_WEB_SERVER

DC_ECE_WEB_SERVER

Machine_ServiceThis table stores connection information for each service running on a host. The parent is Machine_Host.


All TablesMachine_Host

Table 220: Fields in Machine_Service Table

Keys andNULLOption


NOTNULL

DBCHARWhether the recordwas autogenerated by the system.Once a user modifies a record, the value is set toFalse ('N').

AutoGenerated

NULLDESCRIPTIONThe description.Description

NULLencrypted(varbinary(255))An optional encrypted password required for someGateway operations.

EnablePassword

NOTNULL

DBINTThe Service IP Address (foreign key to theMachine_Address table).

MachineAddressID

NOTNULL

DBINTThe parent of the table (foreign key to theMachine_Host table).

MachineHostID

NOTNULL

DBINTThe database ID of the row.MachineServiceID

Optional(NULL)DBDATETIMEIndicates whether the service is configured correctlyor not. If the column contains any timestamp, itindicates that the service is currently out-of-sync'and it requires retrial for configuration sync.

The timestamp can optionally be used to notify theexact time when the service went 'out-of-sync'.

This table is not applicable for UnifiedCCE.

Note

OutOfSyncTimestamp

NULLvarchar(128)Used to match services paired with one or morepeers. ServiceType entries with the same Pairingvalues are associated with each other and identifyalternate service paths for various failure conditions.

Pairing

NULLencrypted(varbinary(255))An optional encrypted password required to connectto a service.

Password

NULLDBINTThe service port (inull means use default).ServicePort


All TablesMachine_Service

Keys andNULLOption


NOTNULL

DBINTThe 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) RestAPI

• 1000 = ESXi

• 1002 = AXL

• 1003 = Diagnostic Portal

• 1004 = ISE Authentication

• 1005 = Gateway

• 1006 = Management Link

• 1007 = Administration

ServiceType

NULLvarchar(255)The uri to service for Web-based services.ServiceUri

NULLvarchar(128)An optional user name required to connect to aservice.

Username

Master_ScriptThis table is in the Script category (see Script, on page 564). For database rules, see Script Tables, on page622.

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 wheneveryou save a script with a new name in the Script Editor.


All TablesMaster_Script

Related Tables

Admin_Script_Schedule_Map, on page 14 (via MasterScriptID)

Customer_Definition, on page 193(via CustomerDefinitionID)


Call_Type_Map, on page 116 (via MasterScriptID)

Call_Type_Real_Time, on page 129 (via MasterScriptID)

Script, on page 402 (via MasterScriptID)

Table 221: Indexes for Master_Script Table


DateTimeStampNonclustered index located onPRIMARY

XIE1Master_Script

CustomerIdShadow, EntityID, EnterpriseNamenonclustered, unique, unique key locatedon PRIMARY

XAK1Master_Script

MasterScriptIDclustered, unique, primary key locatedon PRIMARY

XPKMaster_Script

Table 222: Fields in Master_Script Table

Keys andNULLOption


NOTNULL


ChangeStamp

NOTNULL

DBINTSpecifies the version of the script that is currentlyavailable for use.

CurrentVersion

FK NULLDBINTIdentifies the customer definition associated withthe script.


AK-1 NOTNULL

DBINTA "shadow" CustomerDefinitionID that allowsmultiple scripts with the same EnterpriseName anddifferent customer numbers.

CustomerIdShadow


DateTimeStamp


DepartmentID

NULLDESCRIPTIONAdditional information about the script.Description


All TablesMaster_Script

Keys andNULLOption


AK-1 NOTNULL

varchar(64)An enterprise name for the master script. The namemust be unique among all master scripts within thebusiness entity.

EnterpriseName

AK-1, FKNOTNULL

DBINTIf partitioning is enabled, indicates the businessentity to which the master script belongs.

EntityID

PK NOTNULL

DBINTUnique identifier for this master script.MasterScriptID

NOTNULL

DBINTThe next version number available for the script.NextAvailableVersion

NOTNULL

DBSMALLINTIndicates whether the script is a routing script or anadministrative script.

ScriptType

Media_ClassThis table is part of the Media Routing category (see Media Routing, on page 559). For database rules, seeMedia Routing Tables, on page 620.

Information in this table defines a type of media class. This table is populated initially with default mediaclasses.

Related Table

Media_Routing_Domain, on page 276 table via the MediaClassID field.

Table 223: Indexes for Media_Class Table



XAK1Media_Class

MediaClassIDclustered, unique, primary key locatedon PRIMARY

XPKMedia_Class

Table 224: Fields in Media_Class Table

Keys andNULLOption


NOTNULL


ChangeStamp


All TablesMedia_Class

Keys andNULLOption



DateTimeStamp

NULLDESCRIPTIONAdditional information about this media class.Description

AK-1 NOTNULL

VNAME32A unique name for this media class.EnterpriseName

NOTNULL

DBINTThemaximum time a task can be active for an agent.Default: 28800

MaxTaskDuration

PK NOTNULL

DBINTA unique identifier for a media class.MediaClassID

NOTNULL

DBINTIf the connection between the Agent PG and theApplication Instance drops for more than theTaskLife timeout period, the task is terminated.Default: 1: 1200; 2: 1200; 3: 1200; 4: 300; 5: 300

TaskLife

NOTNULL

DBINTAfter a task is routed to an agent, the ApplicationInstance must send either an Offer Task or Start Taskmessage within the specified TaskStartTimeout. Ifthe TaskStartTimeout expires, the task is marked asabandoned before offered. Default: 30

TaskStartTimeout

NOTNULL

DBINTMedia types:

0 - Telephony

1 - Chat

2 - Email

Type

Media_Routing_DomainThis table is part of the Media Routing category (see Media Routing, on page 559). For database rules, seeMedia Routing Tables, on page 620.

It describes a single implementation of a media class. For example, a media class such as Cisco single-sessionchat might have one or more Media Routing Domains (MRDs) defined. These MRDs would all be of thesame 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, on page 275 (via MediaClassID)

Application_Path_Member, on page 84(via MRDomainID)

Skill_Group, on page 452 (via MRDomainID)


All TablesMedia_Routing_Domain

Agent_State_Trace, on page 59 (via MRDomainID)

Agent_Event_Detail, on page 26 (via MRDomainID)

Service, on page 413 (via MRDomainID)

Agent_Real_Time, on page 34 (via MRDomainID)

Agent_Logout, on page 33 (via MRDomainID)

Termination_Call_Detail, on page 506 (via MRDomainID)

Peripheral_Real_Time, on page 303(via MRDomainID)

Peripheral_Default_Route, on page 298 (via MRDomainID)

Dialed_Number, on page 199 (via MRDomainID)

Service_Level_Threshold, on page 433 (via MRDomainID)

• Media Routing Domain and Device Data: Each Media Routing Domain maps to zero one or morePeripheral 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 Numbermaps to exactly one Media Routing Domain.

• Media Routing Domain and Skill Target Data: Each Media Routing Domain maps to zero one or moreSkill Groups, Agent State Trace rows, Agent Half Hour rows, Services, Agent Real Time rows, AgentLogout rows, and Termination Call Detail rows. Each Skill Group, Agent State Trace row, Agent HalfHour row, Service, Agent Real Time row, Agent Logout row, and Termination Call Detail row maps toexactly one Media Routing Domain.

Note

Table 225: Indexes for Media_Routing_Domain Table


EnterpriseNameclustered, unique, unique key located onPRIMARY

XAK1Media_Routing_Domain

MRDomainIDnonclustered, unique, primary keylocated on PRIMARY

XPKMedia_Routing_Domain

Table 226: Fields in Media_Routing_Domain Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp



Keys andNULLOption


NULLDESCRIPTIONAdditional information about this media routingdomain.

Description

AK-1 NOTNULL

VNAME32A unique name for this media class. Initially, theEnterpriseName is set to Cisco_Voice.

EnterpriseName

NOTNULL

DBCHARSpecifies whether or not a task can be interruptedby another task:

• Y = Task can be interrupted.

• N = Task cannot be interrupted.

Interruptible

NULLDBINTThe maximum number of calls allowed to be inqueue for the selected MRDomainID. Default isNULL.

MaxCallsInQueue

NULLDBINTThe maximum number of calls allowed to be inqueue for a call type of the selected MRDomainID.Default is NULL.

MaxCallsInQueuePerCallType

NULLDBINTThe maximum time a task can be associated with anagent.

MaxTaskDuration

NULLDBINTThe maximum number of seconds a call is allowedto be in a queue for the selected MRDomainID.Default is NULL.

MaxTimeInQueue

FK NOTNULL

DBINTA unique identifier for a media class.MediaClassID

PK NOTNULL

DBINTUnique identifier for this media routing domain.Initially, the MRDomainID is set to 1.

MRDomainID

NOTNULL

DBINTThe default value of the ServiceLevelThreshold fieldfor services associated with this MRD.


NOTNULL

DBSMALLINTThe default value for the ServiceLevelType field foreach service associated with this MRD. Thisindicates how the system software calculates theservice level.

ServiceLevelType

NULLDBINTIf the connection between the Agent PG and theApplication Instance drops for more than theTaskLife timeout period, the task is terminated. Thedefault value is 300 seconds.

TaskLife



Keys andNULLOption


NULLDBINTAfter a task is routed to an agent, the ApplicationInstance must send either an Offer Task or Start Taskmessage within the specified TaskStartTimeout. Ifthe TaskStartTimeout expires, the task is marked asabandoned before offered.

TaskStartTimeout

Network_Event_DetailThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see Device,on page 554.

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. Thisincludes the incoming call leg, any temporary call legs (IVR sessions under NIC control), and all outgoingcall legs.

This table can become very large. Running custom reporting queries against it while it is on the HDS candegrade performance. To optimize performance, extract the data from the HDS into your own custom databaseon a separate server (one that is not used for other Unified ICM/Unified CCE components). Use onlyDBDateTime (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 227: Indexes for Network_Event_Detail Table


RecoveryKeyclustered, unique, unique key located onPRIMARY

XAK1Network_Event_Detail

DateTimenonclustered located on PRIMARYXIE1Network_Event_Detail

Table 228: Fields in Network_Event_Detail Table

Keys andNULLOption


NOTNULL

DBSMALLINTThe LegID identifies the calling party the eventpertains to. LegIDs are typically numbered startingwith 1 (for example: LegID1 = Calling Party) andincremented for the next party (agents are typicallyLegID2).

CallLegID

NOTNULL

DBDATETIMETimestamp of receipt of event at the NIC (in UTC)..DateTime


All TablesNetwork_Event_Detail

Keys andNULLOption


NULLDBINTThe duration is written forDISCONNECT/UNKNOWNevents.Unless an erroroccurs, the Disconnect event will be written withthe duration. If the call ends for a reason other thanDisconnect event (e.g. - network aborts call), anUnknown event will be written with the duration.

Duration

NULLDBSMALLINTValid values are:

• 1 = RouteSelectFailure

• 2 = CallPartyBusy

• 3= NoAnswer

• 4 = Answer

• 5 = Abandon

• 6 = Disconnect

• 7 = Unknown

Event

NOTNULL


AK-1 NOTNULL


RecoveryKey

NOTNULL

DBINTUsed with RouterCallKeyDay andRouterCallKeySequenceNumber to identify theRoute_Call_Detail record. This value forms theunique portion of the 64-bit key for the call. Thesystem software resets this counter at midnight.

RouterCallKey

NOTNULL

DBINTUsed with the RouterCallKey andRouterCallKeySequenceNumber to identify therelated Route_Call_Detail record. Together withRouterCallKey, the RouterCallKeyDay value formsa unique 64-bit key for the call. This field alsoprovide a link to the CustomerID via theDialedNumberID in the Route_Call_Detail record.This link can only be used if CustomerID and DialedNumbers are implemented on the NAM.

RouterCallKeyDay

NULLDBINTCurrently set to zero (0).RouterCallKeySequenceNumber


All TablesNetwork_Event_Detail

Keys andNULLOption



TimeZone

NULLDBINTA value dependent upon the event and interface thatprovides additional reporting information. Thismight contain a network-provided releaseCause (forDISCONNECT), failureCause(ROUTE_SELECT_FAILURE), etc.

Value1

NULLvarchar(128)Reserved for future use.Value2

Network_TargetThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

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, on page 70 (via NetworkTargetID)

Label, on page 264 (via NetworkTargetID)

Network_Vru, on page 287(via NetworkTargetID)

Peripheral_Target, on page 307 (via NetworkTargetID)

Route_Call_Detail, on page 348 (via NetworkTargetID)

Scheduled_Target, on page 400 (via NetworkTargetID)

Termination_Call_Detail, on page 506 (via NetworkTargetID)

Table 229: Indexes for Network_Target Table



XPKNetwork_Target


All TablesNetwork_Target

Table 230: Fields in Network_Target Table

Keys andNULLOption


PK NOTNULL

DBINTUnique identifier for this target.NetworkTargetID

NOTNULL

DBSMALLINTType of target:

• 1 = Announcement

• 2 = Peripheral target

• 3 = Device target (deprecated)

• 4 = Network VRU Bank (Simplified UnifiedCCE)

• 5 = Scheduled target

NetworkTargetType

Network_Trunk_GroupThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

Lists the trunk groups understood by the telephone network. A network trunk group may be the same as atrunk 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, on page 268(via LogicalControllerID)

Network_Trunk_Group_Half_Hour, on page 283 (via NetworkTrunkGroupID)

Network_Trunk_Group_Real_Time, on page 285 (via NetworkTrunkGroupID)


Peripheral_Target, on page 307 (via NetworkTrunkGroupID)

Trunk_Group, on page 528 (via NetworkTrunkGroupID)

Table 231: Indexes for Network_Trunk_Group Table



XAK1Network_Trunk_Group

LogicalControllerIDnonclustered located on PRIMARYXIF126Network_Trunk_Group

NetworkTrunkGroupIDclustered, unique, primary key locatedon PRIMARY

XPKNetwork_Trunk_Group


All TablesNetwork_Trunk_Group

Table 232: Fields in Network_Trunk_Group Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the network trunkgroup.

Description

AK-1 NOTNULL

VNAME32An enterprise name for the network trunk group.This name must be unique among all network trunkgroups in the enterprise.

EnterpriseName

FK NOTNULL

DBSMALLINTIdentifies the PG associated with the network trunkgroup.

LogicalControllerID

PK NOTNULL

DBINTA unique identifier for the network trunk group.NetworkTrunkGroupID

Network_Trunk_Group_Half_HourThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

It gets populated on central and HDS databases and provides statistics for each network trunk group definedin 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, on page 282 (via NetworkTrunkGroupID)

Table 233: Indexes for Network_Trunk_Group_Half_Hour Table



XAK1Network_Trunk_Group_Half_H

DbDateTimeNonclustered located on PRIMARYXIE1Network_Trunk_Group_Half_H

NetworkTrunkGroupID, DateTime, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKNetwork_Trunk_Group_Half_Ho


All TablesNetwork_Trunk_Group_Half_Hour

Table 234: Fields in Network_Trunk_Group_Half_Hour Table

Keys andNULLOption


NULLDBINTTotal number of seconds for which all trunks in thenetwork trunk group were busy simultaneouslyduring the half-hour interval.

AllTrunksBusyToHalf

NULLDBINTNumber of calls to the network trunk group that wereabandoned during the half-hour interval.

CallsAbandonedToHalf

NULLDBINTNumber of inbound calls offered to the networktrunk group during the half-hour interval.

CallsInToHalf

NULLDBINTNumber of outbound calls sent on the network trunkgroup during the half-hour interval.

CallsOutToHalf

PK NOTNULL

DBSMALLDATEThe date and time at the start of the half-hourinterval.

DateTime


DbDateTime

NULLDBINTAggregate number of seconds trunks in the groupwere in service during the half-hour interval.

InServiceTimeToHalf

NULLDBINTAggregate number of seconds trunks in the groupwere in use for inbound calls during the half-hourinterval.

InUseInboundTimeToHalf

NULLDBINTAggregate number of seconds trunks in the groupwere in use for outbound calls during the half-hourinterval.

InUseOutboundTimeToHalf

PK NOTNULL

DBINTIdentifies the network trunk group.NetworkTrunkGroupID

NOTNULL


NOTNULL


RecoveryKey

PK NOTNULL


TimeZone

NULLDBINTNumber of idle trunks in the network trunk groupat the end of the half-hour interval.

TrunksIdle


All TablesNetwork_Trunk_Group_Half_Hour

Keys andNULLOption


NULLDBINTNumber of in-service trunks in the network trunkgroup at the end of the half-hour interval.

TrunksInService

Network_Trunk_Group_Real_TimeThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.


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


Table 235: Indexes for Network_Trunk_Group_Real_Time Table


NetworkTrunkGroupIDclustered, unique, primary key locatedon PRIMARY

XPKNetwork_Trunk_Group_Real_Ti

Table 236: Fields in Network_Trunk_Group_Real_Time Table

Keys andNULLOption


NULLDBINTTotal number of seconds that all trunks in thenetwork trunk group have been simultaneously busyduring the current half-hour interval.

AllTrunksBusyHalf

NULLDBINTTotal number of seconds that all trunks in thenetwork trunk group have been simultaneously busysince midnight.

AllTrunksBusyToday

NULLDBINTNumber of calls to the network trunk group that wereabandoned during the current half-hour interval.

CallsAbandonedHalf

NULLDBINTNumber of calls to the network trunk group that wereabandoned since midnight.

CallsAbandonedToday

NULLDBINTNumber of inbound calls that have been received onthe network trunk group during the current half-hourinterval.

CallsInHalf


All TablesNetwork_Trunk_Group_Real_Time

Keys andNULLOption


NULLDBINTNumber of inbound calls currently in progress onthe network trunk group.

CallsInNow

NULLDBINTNumber of inbound calls that have been received onthe network trunk group since midnight.

CallsInToday

NULLDBINTNumber of outbound calls that have been sent onthe network trunk group during the current half-hourinterval.

CallsOutHalf

NULLDBINTNumber of outbound calls currently in progress onthe network trunk group.

CallsOutNow

NULLDBINTNumber of outbound calls that have been sent onthe network trunk group since midnight.

CallsOutToday

NOTNULL

DBDATETIMEThe date and time at which the row was generated.DateTime

NULLDBINTAggregate number of seconds that trunks in thenetwork trunk group have been in service during thecurrent half-hour interval.

InServiceTimeHalf

NULLDBINTAggregate number of seconds that trunks in thenetwork trunk group have been in service sincemidnight.

InServiceTimeToday

NULLDBINTAggregate number of seconds that trunks in thenetwork trunk group have been used for inboundcalls during the current half-hour interval.

InUseInboundTimeHalf

NULLDBINTAggregate number of seconds that trunks in thenetwork trunk group have been used for inboundcalls since midnight.

InUseInboundTimeToday

NULLDBINTAggregate number of seconds that trunks in thenetwork trunk group have been used for outboundcalls during the current half-hour interval.

InUseOutboundTimeHalf

NULLDBINTAggregate number of seconds that trunks in thenetwork trunk group have been used for outboundcalls since midnight.

InUseOutboundTimeToday

PK, FKNOTNULL

DBINTIdentifies the network trunk group.NetworkTrunkGroupID

NULLDBINTNumber of trunks currently idle for the networktrunk group.

TrunksIdle


All TablesNetwork_Trunk_Group_Real_Time

Keys andNULLOption


NULLDBINTNumber of trunks currently in service for thenetwork trunk group.

TrunksInService

Network_VruThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

Contains one row for each network VRU. The system software can send a customer call to a network VRU.Use Unified ICM Configuration Manager to create, modify, and delete Network VRU rows.

Related Tables

• Customer_Definition, on page 193 (through NetworkTargetID)

• ICR_Globals, on page 244

• Label, on page 264 (through LabelID)


• Network_Vru_Script, on page 289 (through NetworkTargetID)

Table 237: Indexes for Network_Vru Table


NetworkTargetIDPrimary keyXPKNetwork_Vru

EnterpriseNameUnique keyXAK1Network_Vru

Table 238: Fields in Network_Vru Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the network VRU.Description


All TablesNetwork_Vru

Keys andNULLOption


AK

NOTNULL

VNAME32A name that is unique among all network VRUs inthe enterprise.

EnterpriseName

PK, FK

NOTNULL


NOTNULL

DBINTThe 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,on page 592.

Type

Network_Vru_BankThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

This table is mainly used for load-balancing calls across multiple IVRs. The trunk group capacity will be thekey to the selection of an IVR for queuing.

Related Tables



Table 239: Indexes for Network_Vru_Bank Table


TrunkGroupIDnonclustered, unique, unique key locatedon PRIMARY

XAK1Network_Vru_Bank


XPKNetwork_Vru_Bank

Table 240: Fields in Network_Vru_Bank Table

Keys andNULLOption


NOTNULL


ChangeStamp


All TablesNetwork_Vru_Bank

Keys andNULLOption



DateTimeStamp

PK, NOTNULL

DBINTUnique identifier for the Network VRU member.NetworkTargetID

FK, NOTNULL

DBINTForeign key from the Network Target table. This ispointing at the type-9 Network VRU.

NetworkVruNetworkTargetID

NULLDBINTForeign key from Translation Route.TranslationRouteSkillTargetID

FK, NOTNULL

DBINTForeign key from the Trunk Group table. Indicatesthe Trunk Group associated with this Network VRUmember.

TrunkGroupID

Network_Vru_ScriptThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

Each row identifies a script used by a network VRU to handle a call. A VRU script is managed by the VRUitself. It is not stored in the system database or directly managed by the system software. The system softwarecan only direct the VRU to run the script. You can configure a VRU script in the Unified ICM ConfigurationManager. You can then reference it in a routing script.

Related Tables



Table 241: Indexes for Network_Vru_Script Table



XAK1Network_VRU_Script

VruScriptName, NetworkTargetIDnonclustered, unique, unique keylocated on PRIMARY

XAK2Network_VRU_Script

NetworkVruScriptIDclustered, unique, primary key locatedon PRIMARY

XPKNetwork_VRU_Script


All TablesNetwork_Vru_Script

Table 242: Fields in Network_Vru_Script Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLvarchar(255)An optional string that is sent to the VRU toinitialize the script.

ConfigParam

FK NULLDBINTIdentifies the customer definition associated withthe script.



DateTimeStamp


DepartmentID

NULLDESCRIPTIONAdditional information about the script.Description

AK-1 NOTNULL

VNAME32An enterprise name for the VRU script. This namemust be unique among all VRU scripts in theenterprise.

EnterpriseName

NOTNULL

DBCHARIndicates whether the script can be interrupted (forexample, if an agent becomes available to handlethe call):

• Y = Interruptible

• N = Not interruptible

Interruptible

AK-2, FKNOTNULL

DBINTIdentifies the network VRU associated with thescript.

NetworkTargetID

PK NOTNULL

DBINTA unique identifier the system software uses for thescript.

NetworkVruScriptID

NOTNULL

DBCHARIndicates whether the VRU script itself can overrideits Interruptible flag:

• Y = Yes, VRU script can override

• N= No, VRU script cannot override

Overridable

NOTNULL

DBINTNumber of seconds for the system software to waitfor a response from the routing client after directingit to run the script.

Timeout

AK-2 NOTNULL

varchar(40)The name of the script on the VRU.VruScriptName


All TablesNetwork_Vru_Script

Next_Available_NumberThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

Each row identifies the next available unique integer ID value for a specific database table. The system softwareautomatically maintains the Next_Available_Number table.

Table 243: Indexes for Next_Available_Number Table


TableNamenonclustered, unique, unique key locatedon PRIMARY

XAK1Next_Available_Number

Table 244: Fields in Next_Available_Number Table

Keys andNULLOption


NOTNULL

DBINTThe next available unique ID value for the table.NextAvailableNumber

AK-1 NOTNULL

varchar(30)The name of the table associated with the row.TableName

Object_Access_XrefThis table is in the Decurity category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Lists the access levels available for each object type.

Related Table

Object_List, on page 292 (via ObjectType)

Table 245: Indexes for Object_Access_Xref Table


AccessLevel, ObjectTypenonclustered, unique, unique keylocated on PRIMARY

XAK1Object_Access_Xref

ObjectAccessXrefIDclustered, unique, primary key locatedon PRIMARY

XPKObject_Access_Xref


All TablesNext_Available_Number

Table 246: Fields in Object_Access_Xref Table

Keys andNULLOption


AK-1 NOTNULL

DBINTIndicates an access level supported by the objecttype. To see values. see Access Levels, on page 579.

AccessLevel

PK NOTNULL

DBINTA unique identifier for the record.ObjectAccessXrefID

AK-1 NOTNULL

DBINTIdentifies the object type.ObjectType

Object_ListThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Lists the objects that are available.

Related Tables

ClassID_To_ObjectType, on page 183 (via ObjectType)

Ids, on page 253 (via ObjectType)

Object_Access_Xref, on page 291 (via ObjectType)

Table 247: Indexes for Object_List Table


Namenonclustered, unique, unique keylocated on PRIMARY

XAK1Object_List

ObjectTypeclustered, unique, primary key locatedon PRIMARY

XPKSecurity__Object

Table 248: Fields in Object_List Table

Keys andNULLOption


NULLDESCRIPTIONAdditional information about the object.Description

AK-1 NOTNULL

varchar(30)The name of the object.Name

PK NOTNULL

DBINTA unique identifier for the object type.ObjectType


All TablesObject_List

Object_SecurityThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

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, on page 253 (via ObjectType)

User_Group, on page 536 (via UserGroupName)

Table 249: Indexes for Object_Security Table


UserGroupName, ObjectID, ObjectTypeclustered, unique, unique key locatedon PRIMARY

XAK1Object_Security

UserGroupNamenonclustered located on PRIMARYXIE1Object_Security

ObjectSecurityIDnonclustered, unique, primary keylocated on PRIMARY

XPKObject_Security

Table 250: Fields in Object_Security Table

Keys andNULLOption


NOTNULL

DBINTSpecifies the access level the group has to the object.To see values. see Access Levels, on page 579.

AccessLevel

NOTNULL


ChangeStamp


DateTimeStamp

AK-1 NOTNULL

DBINTIdentifies the specific object.ObjectID

PK NOTNULL

DBINTA unique identifier for the row.ObjectSecurityID

AK-1 NOTNULL

DBINTIdentifies the type of object.ObjectType

AK-1, IE-1NOTNULL

varchar(64)Identifies the user group.UserGroupName


All TablesObject_Security

PeripheralThis table is one of the Peripheral tables in the Device category (see Device, on page 554). To see databaserules for these tables, see Device Tables, on page 619.

Each row corresponds to an ACD or PBX at a call center. Use the PG Explorer to add, update, and deletePeripheral records.

Related Tables

• Agent, on page 16 (via PeripheralID)

• Agent_Desk_Settings, on page 20 (via AgentDeskSettingsID)

• Agent_Distribution, on page 25 (via PeripheralID)

• Agent_Targeting_Rule, on page 63 (via EnterpriseName)

• Application_Path_Member, on page 84 (via PeripheralID)

• Dialer, on page 205 (via PeripheralID)

• Dialer_Detail, on page 209 (via PeripheralID)

• Logical_Interface_Controller, on page 268 (via LogicalControllerID)

• Network_Trunk_Group, on page 282 (via PeripheralID) Network VRU (via NetworkTargetID)

• Peripheral_Default_Route, on page 298 (via PeripheralID)

• Peripheral_Monitor, on page 301 (via PeripheralID)

• Peripheral_Real_Time, on page 303 (via PeripheralID)

• Routing_Client, on page 379 (via PeripheralID)

• Service, on page 413 (via PeripheralID)

• Service_Level_Threshold, on page 433 (via PeripheralID)

• Skill_Group, on page 452 (via PeripheralID)

• Termination_Call_Detail, on page 506 (via PeripheralID)

• Trunk_Group, on page 528 (via PeripheralID)

Table 251: Indexes for Peripheral Table



XAK1Peripheral

PeripheralNamenonclustered located on PRIMARYXIE1Peripheral

LogicalControllerIDnonclustered located on PRIMARYXIE2Peripheral

AgentDeskSettingsIDnonclustered located on PRIMARYXIE3Peripheral


All TablesPeripheral


PeripheralIDclustered, unique, primary key locatedon PRIMARY

XPKPeripheral

Table 252: Fields in Peripheral Table

Keys andNULLOption


NOTNULL

DBSMALLINTMinimum time in seconds an incoming call must bequeued before being considered an abandoned callif the caller hangs up.

AbandonedCallWaitTime

NOTNULL

DBCHARSpecifies whether agent auto- configuration isenabled for the peripheral. Stored as a character:

• Y = Yes

• N = No

AgentAutoConfig

FK, IE-3NULL

DBINTOptionally, indicates an Agent Desk Settings recordassociated with the peripheral.

AgentDeskSettingsID

NOTNULL

DBCHARSpecifies whether or not Agent Event Detailreporting is enabled for a peripheral. Default valueis:

• Y for an Unified CCE peripherals

• N for non-Unified CCE peripherals

AgentEventDetail

NOTNULL

DBCHARSpecifies whether agent reporting is enabled for theperipheral. Stored as a character:

• Y = Yes

• N = No

AgentReporting

NOTNULL

DBINTDetermines if the Router will target agents based onRules.

AgentTargetingMethod

NULLDBINTMaximum duration, in seconds, for a short call. Anycalls with a duration below the threshold areconsidered short. You might then choose to factorout short calls from handle times you calculate.

AnsweredShortCallsThreshold

NOTNULL

DBSMALLINTDefault value of the AvailableHoldoffDelay fieldfor Skill Groups associated with this peripheral. Youcan override the default for individual skill groups.

AvailableHoldoffDelay



Keys andNULLOption


NULLvarchar(128)String containing the mapping between theperipheral's call control variables and systemsoftware variables.

CallControlVariableMap

NOTNULL


ChangeStamp

NOTNULL

DBSMALLINTThe type of the peripheral. To see Client Typevalues, see Client Type, on page 581.

ClientType

NULLvarchar(255)Configuration parameters to be passed to theperipheral.

ConfigParam

NULLDBINTMaps Customer to Peripheral in CCMP/CCDMdeployments.



DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONAdditional information about the peripheral.Description

AK-1 NOTNULL

VNAME32An enterprise name for this peripheral. The namemust be unique among all peripherals in theenterprise.

EnterpriseName

NOTNULL

DBCHARIndicates whether this is an 'Unified ICM picks theagent' (IPTA) peripheral.

Either 'Y' or 'N'. Default = 'N'.

InternalIPTAOnly

NULLVNAME32Peripheral's location.Location

FK, IE-2NOTNULL

DBSMALLINTForeign key of the Logical Interface Controller(Peripheral Gateway) that is attached to the switch.

LogicalControllerID

NULLDBINTMaxConcurrentAgentLimit

NULLDBINTMaxPeripheralAgentQueuePair



Keys andNULLOption


NOTNULL,default=0

DBINTThis setting indicates whether this agent peripheralsupports multi-line control for all agents with morethan one line configured on the phone.

Values:

• 0 = Single line monitoring and reporting(default)

• 1 = Multi line monitoring and reporting

MultilineAgentControl

NOTNULL,default=0

DBINTIndicates how many non-ACD calls the agentinitiated on one of the non-ACD line. Only populatedwhen Multi-line feature is enabled.

Values:

• 0 = Agent State is unchanged when agent is ona call on a secondary line

• 1 = Agent State is set to NOT READY with asystem reason code when agent answers orplaces a call on a secondary line while in theAVAILABLE or NOT READY state

MultilineAgentStateBehavior

FK NULLDBINTIdentifies the network VRU, if any, associated withthe peripheral.

NetworkTargetID

NOTNULL

DBCHARUsed to indicate that the peripheral usesauto-configuration.

Default = 'N'.

PeripheralAutoConfig

PK NOTNULL

DBSMALLINTA unique identifier for this peripheral.PeripheralID

IE-1 NOTNULL

VNAME32The name of the peripheral as it is known at the site.PeripheralName



Keys andNULLOption


NOTNULL

DBSMALLINTDefault value for the PeripheralServiceLevelTypefor each service associated with the peripheral. Youcan override this default for individual services.Valid options for Aspect types are:

• 1 = Service Level 1

• 2= Service Level 2


• 4= Service Level as Calculated by Call Center.

If this field is 0 for a service, the systemsoftware assumes the default specified for theassociated peripheral.

If the peripheral is not an Aspect ACD, the typemust be 4 (calculated by the peripheral).

PeripheralServiceLevelType

NULLvarchar(64)A series of characters (Y and N) indicating whichsub-skill groups to create for each skill groupassociated with the peripheral.

SubSkillGroupMask

Peripheral_Default_RouteThis table is in the Device category (see Device, on page 554). To see database rules for these tables, seeDevice Tables, on page 619.

Each row specifies the default route to be used for accounting calls at the peripheral that are otherwise notaccounted for.

The system software automatically generates a Peripheral_Default_Route record for each Peripheral. Youcan modify the record through the PG Explorer tool.

Related Tables



Route, on page 346 (via RouteID)

Table 253: Indexes for Peripheral_Default_Route Table


RouteIDnonclustered located on PRIMARYXIE1Peripheral_Default_Route

PeripheralID, MRDomainIDclustered, unique, primary key locatedon PRIMARY

XPKPeripheral_Default_Route


All TablesPeripheral_Default_Route

Table 254: Fields in Peripheral_Default_Route Table

Keys andNULLOption


PK, FKNOTNULL

DBINTThe Media Routing Domain associated with thisperipheral default route.

MRDomainID

PK, FKNOTNULL

DBSMALLINTLink to the Peripheral table.PeripheralID

FK, IE-1NULL


Peripheral_IntervalThis section describes the Peripheral Interval table.

Table 255: Indexes for Peripheral_Interval Table



XAK1Peripheral_Interval

DbDateTimeNonclustered located on PRIMARYXIE1Peripheral_Interval

ReportingHalfHourNonclustered located on PRIMARYXIE2Peripheral_Interval

ReportingIntervalNonclustered located on PRIMARYXIE3Peripheral_Interval

DateTime, PeripheralID, TimeZone,MRDomainID

Clustered, unique, primary key located onPRIMARY

XPKPeripheral_Interval

Table 256: Fields in Peripheral_Interval Table

Keys andNULLOption


NULLDBINTNumber of seconds the associated Peripheral Gateway wasable to provide peripheral data services to the CallRouterduring the half-hour interval.

ActivePeripheralDataTime

NULLDBINTNumber of seconds the associated Peripheral Gateway wasable to provide routing client support to the CallRouter duringthe half-hour interval.

ActiveRoutingClientTime


All TablesPeripheral_Interval

Keys andNULLOption


NULLDBINTNumber of seconds the associated Peripheral Gatewaysconnections to the peripheral were in the Active state duringthe half-hour interval.

ActivePeripheralTime

NULLDBINTNumber of seconds the associated CTI Server was activeduring the half-hour interval.

ActiveCTIServerTime

NULLDBINTTotal number of incoming ACD calls and internal ACD callsoffered to the peripheral during the reporting interval.

In Unified CCE, if a call goes through Redirection on NoAnswer (RONA) to a VRU and an agent answers later, thisfield 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 callRONAs to a VRU and an agent answers later, this field isincremented only when the agent completes the call.

CallsOffered

IE1, NULLDBDATETIMEThe current date and time stamp when the records are writtento the HDS database. The logger database has NULL for thiscolumn.

DbDateTime

PK1 NOTNULL

DBSMALLDATECentral Controller date and time at the start of the half-hourinterval.

DateTime

NULLDBINTThe maximum number of CVP Call control ports in use forthe interval.

MaxCVPCallControlPorts

NULLDBINTThe maximum number of concurrent agents logged on in thehalf hour interval.

MaxNumberLoggedOnAgents

NULLDBINTThemaximum number of calls in progress at any sample pointduring the reporting period. This is implemented as the highestvalue of PeripheralRealTime.CallsInProgress encounteredduring the above sampling.

MaxCallsInProgress

NULLDBINTThe maximum number of VRU ports in use for the interval.MaxVRUPorts

PK4 NOTNULL

DBINTThe ID for the Media Routing Domain associated with thisperipheral.

MRDomainID

YESDBINTThe number of calls-in-progress sample periods.NumberOfSamples

PK2 NOTNULL

DBSMALLINTIdentifier for the peripheral.PeripheralID


All TablesPeripheral_Interval

Keys andNULLOption


AK1 NOTNULL

DBFLT8A unique ID assigned to each record and used internally bythe Unified ICM/Unified CCE software to track the record.

RecoveryKey

IE2 NULLDBINTThe value indicates half hour boundary interval (0 to 47). Two15 minute interval records have a unique half hour boundaryvalue.

ReportingHalfHour

IE3 NULLDBINTThis value indicates the period, in minutes, over which therouter calculates the Call Type and Call Type Skill Groupdata. The valid values are 30 (default) or 15.

ReportingInterval

NULLDBINTNumber of calls to the peripheral that had a service level eventduring the half-hour interval.


NULLDBINTNumber of calls to the peripheral answered within the servicelevel threshold during the half-hour interval.

ServiceLevelCalls

NULLDBINTNumber of calls to the peripheral abandoned within the servicelevel threshold during the half-hour interval.

ServiceLevelAband

NULLDBFLT4The system software service level for the peripheral duringthe half-hour interval.

ServiceLevel

NULLDBINTService Level Type used to calculate Service level for thisinterval.

ServiceLevelType

PK3 NOTNULL


TimeZone

NULLDBINTThe total of PeripheralRealTime. CallsInProgress at all samplepoints during the reporting period. For example, if there are3 samples, and the number of calls in progress at those pointsin time are 20, 25 and 15, then TotalCallsInProgressSamplesis 60.

TotalCallsInProgressSamples

Peripheral_MonitorTable

This table is one of the Peripheral tables in the Device category (see Device, on page 554). To see databaserules for these tables, see Device Tables, on page 619.

Each row describes an entity to be monitored on a peripheral. Currently this table applies only to the NortelDMS-100, Meridian ACD in enhanced CTI mode, and to the Avaya DEFINITY ECS with station monitoringenabled.


All TablesPeripheral_Monitor

Use the PG Explorer tool to add, update, and delete Peripheral_Monitor records.

DMS-100 is no longer supported.Note

Related Table


Table 257: Indexes for Peripheral_Monitor Table


PeripheralIDnonclustered located on PRIMARYXIE1Peripheral_Monitor

Table 258: Fields in Peripheral_Monitor Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLvarchar(10)For a DMS-100, the Primary ACD DN, SecondaryDN, or non-digit character.

Extension

NULLvarchar(32)A string passed along with the extension number tostart event reporting on the entity.

For a DMS-100, this value can indicate that theextension is a CDN, can specify a CompuCALLsession number, or can specify the mapping of anagent DN to an agent position ID.

For aMeridian ACD, this value indicates theposition number and, optionally, the associatedIndividual Directory Number (IDN).

ParamString

FK, IE-1NOTNULL

DBSMALLINTIdentifies the peripheral associated with the row.PeripheralID

PK NOTNULL

DBINTA unique identifier for the row.PeripheralMonitorID


All TablesPeripheral_Monitor

Keys andNULLOption


NOTNULL

DBINTThe type of entity to monitor:

• 1 = RCG

• 2 = VDN

• 3 = ACD DN

• 4 = Meridian Position

• 5 = Station

PeripheralMonitorType

Peripheral_Real_TimeThis table is one of the Peripheral tables in the Device category (see Device, on page 554). To see databaserules for these tables, see Device Tables, on page 619.

Local database only. Each row describes the current state of a specific peripheral. The real- time client createsa Peripheral Real Time row for each peripheral in the system and updates that row every 10 seconds.

Related Table



Table 259: Indexes for Peripheral_Real_Time Table



XPKPeripheral_Real_Time

The ServiceLevel fields do not include the data updates for VRU peripheral devices.Note

Table 260: Fields in Peripheral_Real_Time Table

Keys andNULLOption


NULLDBINTNumber of agents currently logged on to theperipheral.

AgentsLoggedOn

NULLDBINTNumber of calls currently in progress at theperipheral.

CallsInProgress


All TablesPeripheral_Real_Time

Keys andNULLOption


NULLDBINTNumber of calls offered to the peripheral during thecurrent half-hour interval.

In Unified CCE, if a call Redirection on No Answer(RONAs) to an IVR and is answered later by anagent, 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 byan agent, this field is incremented when the agentcompletes the call only.

CallsOfferedHalf

NULLDBINTNumber of calls offered to the peripheral sincemidnight..

In Unified CCE, if a call Redirection on No Answer(RONAs) to an IVR and is answered later by anagent, 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 byan agent, this field is incremented when the agentcompletes the call only.

CallsOfferedToday

NULLDBINTNumber of calls routed to the peripheral during thecurrent half-hour interval.

CallsRoutedHalf

NULLDBINTNumber of calls routed to the peripheral sincemidnight.

CallsRoutedToday

NULLDBINTIndicates the state of the CTI Server, if any,associated with the peripheral:

• 0 = Off-line

• 1 = On-line

CTIServerOnline

NULLDBDATETIMEDate and time at the start of the current half-hourinterval.

CurrentHalfHour



Keys andNULLOption


NOTNULL

DBDATETIMEThe date and time that this data was last updated.DateTime

NULLDBINTCurrent mode of the peripheral as reported by thePG:

• 0 = Off-line

• 1 = Primary

• 2 = Backup

Mode

PK, FKNOTNULL

DBINTThe identifier for the Media Routing Domainassociated with this peripheral.

MRDomainID

NOTNULL

DBINTCurrent on-line state of the peripheral as determinedby the Central Controller:

• 0 = Off-line

• 1 = On-line

Online

NOTNULL

DBINTPeripheral-specific data.PeripheralData1

NOTNULL


NOTNULL


NOTNULL


NOTNULL


NOTNULL


NOTNULL


NOTNULL


NOTNULL


NOTNULL




Keys andNULLOption


NOTNULL


NOTNULL


NOTNULL


NOTNULL


NOTNULL


NOTNULL


PK, FKNOTNULL

DBSMALLINTIdentifier for the peripheral.PeripheralID

NOTNULL

DBINTDifference in seconds between the peripheral's timeand the Central Controller's time.

PeripheralTimeOffset

NULLDBINTThe time zone at the peripheral. The value is theoffset in minutes fromUTC (formerly called GMT).

PeripheralTimeZone

NULLDBINTTotal number of calls to the peripheral abandonedwithin the service level threshold during the currenthalf-hour interval.


NULLDBINTCumulative total of calls to the peripheral abandonedwithin the service level threshold since midnight.


NULLDBINTTotal number of calls to the peripheral answeredwithin the service level threshold during the currenthalf-hour interval. Total number of calls to theperipheral answered within the service levelthreshold during the current half-hour interval.


NULLDBINTTotal number of calls to the peripheral that had aservice level event during the current half-hourinterval.


NULLDBINTTotal number of calls to the peripheral that had aservice level event since midnight.


NULLDBINTNumber of calls to this service handled within theperipheral service level since midnight.




Keys andNULLOption


NULLDBFLT4Service level for the peripheral for the currenthalf-hour interval.

ServiceLevelHalf

NULLDBFLT4Service level for the peripheral since midnight.ServiceLevelToday

NULLDBINTIndicates the current failure state of the peripheral.To see the list of status codes, see Peripheral RealTime Status Field, on page 597.

Status

NULLDBINTUnused.UserControl

Peripheral_TargetTable

This table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

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




Table 261: Indexes for Peripheral_Target Table


NetworkTrunkGroupID, DNISnonclustered, unique, unique keylocated on PRIMARY

XAK1Peripheral_Target

RouteIDnonclustered located on PRIMARYXIE1Peripheral_Target


XPKPeripheral_Target

Table 262: Fields in Peripheral_Target Table

Keys andNULLOption


NOTNULL


ChangeStamp


All TablesPeripheral_Target

Keys andNULLOption



DateTimeStamp

NOTNULL

DBSMALLINTThe number of seconds the peripheral waits beforequeuing an incoming call to an agent. This timemight be used, for example, to play a forcedannouncement.

DelayBeforeQueue

NULLDESCRIPTIONAdditional information about the target.Description

AK-1 NOTNULL

VNAME32DNIS digits the routing client sends when addressingthis target.

DNIS

PK, FKNOTNULL


AK-1, FKNOTNULL

DBINTIndicates the Network Trunk Group associated withthis peripheral target.

NetworkTrunkGroupID

FK, IE-1NULL

DBINTIndicates the Route associated with this peripheraltarget.

RouteID

Persistent_VariableThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.


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, on page 540 (via UserVariableID)

Table 263: Indexes for Persistent_Variable Table


RecoveryKeynonclustered, unique, unique keylocated on PRIMARY

XAK1Persistent_Variable

UserVariableID, ForeignKey1clustered, unique, primary key locatedon PRIMARY

XPKPersistent_Variable


All TablesPersistent_Variable

Table 264: Fields in Persistent_Variable Table

Keys andNULLOption


PK NOTNULL

DBINTIf the variable is associated with an object type, thekey value of the specific object.

ForeignKey1

AK-1 NOTNULL


RecoveryKey

PK, FKNOTNULL

DBINTForeign key from the User_Variable table.UserVariableID

NULLDESCRIPTIONThe value of the variable, if it is a character string.ValueChar

NULLDBDATETIMEThe value of the variable, if it is a date-time.ValueDateTime

NULLDBFLT8The value of the variable, if it is a floating pointnumber.

ValueFloat

NULLDBINTThe value of the variable, if it is an integer..ValueInt

To add the persistent user variable data to the Persistent_Variable table, set the following registry key mustbe set to 1. HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM\[Instance_name]\LoggerA\Logger\CurrentVersion\HistoricalData\Persistent\Variable.

Note

PersonThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

Provides primary identification and authentication for all system users, including both agents and administrators.

Related Table

Agent, on page 16 (via PersonID)

Table 265: Indexes for Person Table


LoginNameShadownonclustered, unique, unique keylocated on PRIMARY

XAK2Person

FirstName, LastNamenonclustered located on PRIMARYXIE1Person


All TablesPerson


PersonIDclustered, unique, primary key locatedon PRIMARY

XPKPerson

Table 266: Fields in Person Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Incremented when the record is changed in thecentral database.

Deleted


DepartmentID

NULLDESCRIPTIONAdditional information about this person.Description

NOTNULL

VNAME32The person's first name.FirstName

AK-1, IE-1NOTNULL

VNAME32The person's last name.LastName

NOTNULL

DBCHARSpecifies whether login is allowed for this person:Y: yes, N: no.

LoginEnabled

NOTNULL

VNAME32The person's login or user name.

In a Packaged CCE deployment, the FirstName,LastName, and LoginName appear as the value inthe Agent Report Value List.

LoginName

AK-2 NOTNULL

VNAME32A login name in uppercase or lowercase, as indicatedin ICR Globals.

LoginNameShadow

NULLvarcharAn optional encrypted password.Password

NOTNULL

DBSMALLINTReserved for future use.PasswordChangeRequired


All TablesPerson

Keys andNULLOption


NULLDBDATETIMEReserved for future use.PasswordLastChangedTime

PK NOTNULL

DBINTA unique identifier.PersonID

NOTNULL

DBCHARIndicates if the person is configured in ECE or not.

Stored as Y or N. Default = N.

ECEPerson*

NULLVNAME32Screen name of the person configured in ECE.ScreenName*

NULLVARCHAR(50)Email address of the person configured in ECE.EmailAddress*

NULLVARCHAR(128)List of languages associated with the personconfigured in ECE separated by comma.

Languages*

* Indicates the ECE-related attributes for a given Person record. The ECE agent configuration is integratedin Packaged CCE from Release 12.0.

Physical_Controller_Half_HourThis table is in the Device category (see Device, on page 554). To see database rules for these tables, seeDevice Tables, on page 619.

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, on page 312 (via PhysicalControllerID)

Table 267: Indexes for Physical_Controller_Half_Hour Table



XAK1Physical_Controller_Half_H

DbDateTimenonclustered located on PRIMARYXIE1Physical_Controller_Half_H

DateTime, PhysicalControllerID, TimeZoneclustered, unique, primary key locatedon PRIMARY

XPKPhysical_Controller_Half_Ho


All TablesPhysical_Controller_Half_Hour

Table 268: Fields in Physical_Controller_Half_Hour Table

Keys andNULLOption


NULLDBINTNumber of seconds the Peripheral Gateway's Agentprocess maintained an active connection to the SideA CallRouter.

ActivePGAgentSideATimeToHalf

NULLDBINTNumber of seconds the Peripheral Gateway's Agentprocess maintained an active connection to the SideB CallRouter.

ActivePGAgentSideBTimeToHalf

PK NOTNULL

DBSMALLDATECentral Controller date and time at the start of thehalf- hour interval.

DateTime


DbDateTime

NULLDBINTNumber of seconds the Peripheral Gateway's DeviceManagement Protocol connection to the CallRouterwas in service.

DMPInServiceTimeToHalf

PK, FKNOTNULL

DBSMALLINTUnique identifier for this physical controller.PhysicalControllerID

AK-1 NOTNULL


RecoveryKey

PK NOTNULL


TimeZone

Physical_Interface_ControllerThis table is in the Device category (see Device, on page 554). To see database rules for these tables, seeDevice Tables, on page 619.

Describes a single Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has twoentries 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, on page 268 (via LogicalControllerID)


All TablesPhysical_Interface_Controller

Routing_Client_Five_Minute, on page 383 (via PhysicalControllerID)

Physical_Controller_Half_Hour, on page 311 (via PhysicalControllerID)

Table 269: Indexes for Physical_Interface_Controller Table



XAK1Physical_Interface_Control

LogicalControllerIDnonclustered located on PRIMARYXIE1Physical_Interface_Control

PhysicalControllerIDclustered, unique, primary key locatedon PRIMARY

XPKPhysical_Interface_Controll

Table 270: Fields in Physical_Interface_Controller Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONAdditional information about the controller.Description

AK-1 NOTNULL

VNAME32An enterprise name for the controller. This namemust be unique for all physical controllers in theenterprise.

EnterpriseName

FK, IE-1NOTNULL

DBSMALLINTForeign key from Logical Interface Controller table.LogicalControllerID

PK NOTNULLNULL

DBSMALLINTUnique identifier for this physical controller.PhysicalControllerID

Precision_QueueThe Precision_Queue table defines a queue used for precision routing.


All TablesPrecision_Queue

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 271: Fields in Precision_Queue Table

Keys andNULLOption


NOTNULL

DBINTThe ordering used for agents in this queue.

Values:

• 1 = LAA (agent availability time). This is thedefault value.

• 2 = Most proficient agent

• 3 = Least proficient agent

AgentOrdering

PK1,NOTNULL

DBINTID and primary key.PrecisionQueueID

FK1,NULL

DBINTForeign key from Bucket_Interval table.BucketIntervalID

NOTNULL

DBINTThe ordering used for calls in this queue.

Values:

• 1 = Priority, then time in queue. This is thedefault value.

CallOrdering

NOTNULL

CHANGESTAMPChange stampChangeStamp



Keys andNULLOption



DateTimeStamp


DepartmentID

NULLDESCRIPTIONDescriptionDescription

AK1, NOTNULL

VNAME32Name of the queue.EnterpriseName

NOTNULL

DBCHARForces the step configuration for the PrecisionQueueto always increase the configured agent count. Thedefault setting is Y.

For future use. Not currently used.Note

ForceExpandingQueue

NOTNULL

DBINTThe service level threshold, in seconds, for theservice level.


NOTNULL

DBSMALLINTIndicates how the system software calculates theservice level for the Precision Queue:

• 1 = Ignore Abandoned Calls. (Remove theabandoned calls from the calculation.)

• 2 = Abandoned Calls have Negative Impact.(Treat the abandoned calls as though theyexceeded the service level threshold.)

• 3 = Abandoned Calls have Positive Impact.(Treat the abandoned calls as though they wereanswered within the service level threshold.)

Note: For each calculation, the systemsoftware separately tracks the number ofcalls abandoned before the thresholdexpires.

Note

ServiceLevelType

NOTNULL

DBCHARDeleted Flag. Stored as a character. Y = Yes, N =No.

Deleted



Precision_Q_Real_TimeTable 272: Fields in Precision_Q_Real_Time Table

Keys andNULLOption


NULLDBINTIn Unified CCE, the number of seconds calls spentbetween first queued being queued to the skill groupthrough Select (LAA) or Queue to skill group nodesto when they were answered by an agent.

DelayTime

AnswerWaitTime is calculated from the following:

• DelayTime

• LocalQTime

• RingTime

• NetworkQTime

AnswerWaitTimeTo5

NULLDBINTThe number of agents belonging to this skill groupwho are currently ApplicationAvailable with respectto the MRD to which the skill group belongs. Anagent is Application available if the agent is NotRoutable and Available for the MRD.

ApplicationAvailable











NULLDBINTNumber of agents for the Precision Queue inNot_Active state with respect to this PrecisionQueue.

Avail


All TablesPrecision_Q_Real_Time

Keys andNULLOption


NULLDBINTTotal seconds agents in the Precision Queue havebeen in the Not_Active state during the currentfive-minute interval. AvailTime is included in thecalculation of LoggedOnTime

AvailTimeTo5

NULLDBINTAverage talk time in seconds for calls counted ashandled by the Precision Queue during the rollingfive-minute interval. This value is calculated asfollows: HandledCallsTalkTimeTo5 /CallHandledTo5 AvgHandledCallsTalkTime iscalculated only for calls counted as handled. Thisfield is updated in the database when any after-callwork associated with the call is completed.

AvgHandledCallsTalkTimeTo5

NULLDBINTAverage handle time in seconds for calls counted ashandled by the Precision Queue during the rollingfive-minute interval. The value is calculated asfollows: HandledCallsTalkTimeTo5 /CallHandledTo5 The AvgHandledCallsTime valueis updated in the database when the after-call worktime associated with the call is completed.

AvgHandledCallsTimeTo5

NULLDBINTNumber of agents currently in the BusyOther statewith respect to this Precision Queue.

BusyOther

NULLDBINTNumber of seconds agents have spent in theBusyOther state during the rolling five-minuteinterval. BusyOtherTime is included in thecalculation of LoggedOnTime.

BusyOtherTimeTo5

NULLDBINTThe number of calls that abandoned while queuedin the router to this agent, in the rolling five-minuteinterval.

CallsAbandQTo5

NULLDBINTIn the rolling five-minute interval, the number ofcalls abandoned after they have been routed to theagent desktop and before they have been answered(for example, Abandon Ringing).. This field isapplicable for Unified CCE systems and for systemswhere calls are translation-routed to PrecisionQueues.

CallsAbandToAgentTo5

NULLDBINTThe number of calls that were de-queued from thisPrecision Queue, and had to be routed to anotherPrecision Queue in the rolling five-minute interval.This field is incremented when a call is de-queuedthrough the Cancel Queue node.

CallsAbandDequeuedTo5



Keys andNULLOption


NULLDBINTThe number of calls that were answered by thePrecision Queue during the rolling five-minuteinterval.

CallsAnsweredTo5

The number of calls that were de-queued from thisPrecision Queue to be routed to another PrecisionQueue in the rolling five-minute interval. This fieldis also incremented when a call is de-queued viaCancel Queue node.

CallsDequeuedTo5

NULLDBINTThe number of calls that were de-queued from thisPrecision Queue to be routed to another PrecisionQueue in the rolling five-minute interval. This fieldis also incremented when a call is de-queued viaCancel Queue node.

CallsDequeuedTo5

NULLDBINTThe number of calls that were handled by thePrecision Queue during the rolling five-minuteinterval.

A handled call is:



CallsHandledTo5

NULLDBINTThe total number of ongoing non-voice tasksassociated with this Precision Queue. This fieldpopulates for non-voice tasks only.

CallsInProgress

NULLDBINTNumber of calls offered to the Precision Queueduring the rolling five-minute interval. A call iscounted only when it is answered. This fieldrepresents local queue counts at the ACD. It isincremented only in the event of local queueing. Inthe event of Network Queueing, the fieldincremented in RouterCallsOfferedTo5.

CallsOfferedTo5



Keys andNULLOption


NULLDBINTThe number of calls received by this PrecisionQueue in the rolling five-minute interval. This valueis set by the Call Router. A call is counted as offeredas soon at it is sent to a Precision Queue.

This value is incremented by: CallType short calls,which are counted as abandoned for PrecisionQueues. (There is no short call count in theSkill_Group_Real_Time table.) Calls that arecancelled by Cancel Queue node and re-queued tothe same Precision Queue Calls that are routed to aPrecision Queue, re-queried, and re-queued to thesame Precision Queue.

CallsOfferedTo5

NULLDBINTNumber of calls currently queued for the PrecisionQueue at the CallRouter.

CallsQNow

NOTNULL

DBDATETIMECentral Controller date and time that this data waslast updated

DateTime

NULLDBINTTotal talk time, in seconds, for calls counted ashandled by the Precision Queue during the rollingfive-minute interval. It is updated in the databasewhen the after-call work time associated with thecall (if any) is completed.

HandledCallsTalkTimeTo5









Keys andNULLOption


NULLDBINTThis field only applies to configured skill groups.Total handle time, in seconds, for calls counted ashandled by the Precision Queue during the rollingfive-minute interval.

Handle time is the number of seconds an agent spentanswering the call (including the time the call wason hold) to the time the agent completed theafter-call work associated with the call.



Note


Note

HandledCallsTimeTo5

NULLDBINTThe number of agents that have all active calls onhold. The agent is not in the Hold state with one callon hold and talking on another call (for example, aconsultative call). The agent must have all activecalls on hold.

Hold

NULLDBINTNumber of seconds where all calls to the agent areon hold during the rolling five-minute interval.HoldTime is counted only while the agent is doingno other call related activity. HoldTime is includedin the calculation of LoggedOnTime.

HoldTimeTo5

NULLDBINTThe number of agents belonging to this PrecisionQueue who are currently ICMAvailable with respectto the MRD to which the Precision Queue belongs.An agent is ICM available if s/he is Routable andAvailable for the MRD. This means that the agentcan be routed a task by system software.

IcmAvailable

NULLDBINTThe number of seconds during which all calls to theagent are in interrupted state during the rollingfive-minute interval.

InterruptedTimeTo5

NULLDBINTNumber of agents that are currently logged on to thePrecision Queue. This count is updated each timean agent logs on and each time an agent logs off.

LoggedOn



Keys andNULLOption


NULLDBINTTotal time, in seconds, agents were logged on to thePrecision Queue during the current (rolling)five-minute interval. This field is applicable forUnified CCE.

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 Unified ICM,Unified CCE and Outbound Option.

Note

LoggedOnTimeTo5

NULLDBDATETIMEThe time when the longest call in queue was queuedfor this Precision Queue.

LongestCallInQ

NULLDBINTNumber of agents in the Not Ready state for thePrecision Queue.

NotReady

NULLDBINTTotal seconds agents in the Precision Queue havebeen in the Not Ready state during the rollingfive-minute interval. NotReadyTime is included inthe calculation of LoggedOnTime.

NotReadyTimeTo5

NULLDBINTThe number of agents whose state with respect tothis Precision Queue is currently Interrupted.

NumAgentsInterruptedNow



Keys andNULLOption


NULLDBFLT4Percentage of Ready time that agents in the PrecisionQueue spent talking or doing call work during therolling five-minute interval. This is the percentageof time agents spend working on calls versus thetime agents were ready.

PercentUtilizationTo5

PK, NOTNULL

DBINTForeign key from Precision Queue table.PrecisionQueueID

NULLDBINTThe number of agents who are Routable with respectto the MRD associated with this Precision Queue,and whose state with respect to this Precision Queueis currently something other than NOT_READY orWORK_NOT_READY.

Ready

NULLDBINTIn the rolling five-minute interval, the number ofACD calls to the Precision Queue that rang at anagent's terminal and redirected on failure to answer.

RedirectNoAnsCallsTo5

NULLDBINTThe count of calls that abandon within the PrecisionQueue SL threshold in rolling five-minute interval.Calls may abandon while in the Precision Queuequeue, or they may abandon after they have beenrouted to a Precision Queue. Calls that abandon afterthey are routed to a Precision Queue are identifiedby TCD records with abandoned call disposition. Ifthe call is queued and abandons before it is routedto any Precision Queues (within the ServiceLevelthreshold), the Router will increment this value forALL the Precision Queues this call was queued for.If the call abandons after it was routed to a PrecisionQueue, that Precision Queue will haveServiceLevelCallsAband incremented. Dequeuingthe call via Cancel Node has no impact onServiceLevelCallsAband. Calls may be de-queuedvia Cancel Queue node or de-queued from thisPrecision Queue to be routed to a different PrecisionQueue.

With the existence of a network VRU,this value includes time in the networkqueue.

Note

ServiceLevelCallsAbandTo5

NULLDBINTThe number of calls de-queued from a PrecisionQueue, within the Precision Queue Service Levelthreshold, in rolling five-minute interval.


Note

ServiceLevelCallsDequeuedTo5



Keys andNULLOption


NULLDBINTThe number of calls that are routed to a PrecisionQueue or queued for a the Precision Queue in therolling five-minute interval.

It includes the following call categories:

• Calls that are answered within the ServiceLevelthreshold.

• Calls that are abandoned within theServiceLevel threshold.

• Calls that are redirectedwithin the ServiceLevelthreshold (this is consistent with Call TypeServiceLevel).

• Calls that are not complete after theServiceLevel threshold has passed (that is, callsqueued longer than the Service Levelthreshold).

Calls that end in error state within SLthreshold are not counted asServiceLevelCallsOffered.

Note


Note


NULLDBINTThe number of calls that are answered by thePrecision Queue within the Service Level thresholdin the rolling five-minute interval.




Keys andNULLOption


NULLDBFLT4Service Level for the Precision Queue in rollingfive-minute interval.

There are three types of service level calculations,and they are determined by the Service Level typechosen in configuration.

They are:

1. Ignore Abandoned Calls ServiceLevel =ServiceLevelCalls / (ServiceLevelCallsoffered- ServiceLevelCallsAband -RouterCallsDequeued)

2. Abandoned Calls have Negative ImpactServiceLevel = ServiceLevelCalls /ServiceLevelCallsoffered -RouterCallsDequeued)

3. Abandoned Calls have Positive ImpactServiceLevel = (ServiceLevelCalls +ServiceLevelCallsAband) /(ServiceLevelCallsoffered -RouterCallsDequeued)

This field is relevant to the Unified CCEenvironment only.

Note

ServiceLevelTo5

NULLDBINTThe calls that redirected on no answer within ServiceLevel threshold within the rolling five-minuteinterval. These calls are part of theServiceLevelCallsOffered.

ServiceLevelRONATo5

NULLDBINTNumber of agents in the Precision Queue currentlytalking on inbound calls.

TalkingIn

NULLDBINTNumber of agents in the Precision Queue currentlytalking on internal (neither inbound nor outbound)calls. Examples of other calls include agent-to-agenttransfers and supervisor calls.

TalkingOther

NULLDBINTTotal seconds agents spent talking on inbound callsfor the Precision Queue during the rollingfive-minute interval. TalkInTime is included in thecalculation of TalkTime and LoggedOnTime.

TalkInTimeTo5

NULLDBINTTotal seconds agents spent talking on other calls(neither inbound nor outbound) for the PrecisionQueue during the rolling five-minute interval.TalkOtherTime is included in the calculation ofTalkTime and LoggedOnTime.

TalkOtherTimeTo5



Keys andNULLOption


NULLDBINTTotal seconds agents in the Precision Queue havebeen in the Talking state during the rollingfive-minute interval. This value is calculated asfollows: TalkInTimeTo5 + TalkOutTimeTo5 +TalkOtherTimeTo5.

TalkTimeTo5

NULLDBINTTotal number of seconds agents spent on callstransferred into the Precision Queue that endedduring the rolling five-minute interval. The value isupdated in the database when the after-call worktime associated with the call (if any) is completed.

TransferInCallsTimeTo5

NULLDBINTNumber of calls transferred into the Precision Queuethat ended during the current five-minute interval.The value is updated in the database when theafter-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 agentblind transfers the call to an IVR. For blind transfersin Unified CCE with an IPCC System PG, the valueis not updated in the database until the call that wasblind transferred to an IVR is subsequentlytransferred to another agent.

For blind transfers in Unified CCE withan IPCC System PG, this field is updatedwhen the call that was blind transferredto an IVR is subsequently transferred toanother agent and the agent answers thecall. For this call scenario this field is notupdated in Unified CCEwithout an IPCCSystem PG.

Note

TransferInCallsTo5

NULLDBINTNumber of calls transferred out of the PrecisionQueue that ended during the rolling five-minuteinterval. The value is updated in the database whenthe after-call work time associated with the call (ifany) is completed.

TransferOutCallsTo5

NULLDBINTNumber of agents in the Precision Queue in theWork Not Ready state.

WorkNotReady

NULLDBINTTotal seconds agents have been in the Work NotReady state during the rolling five-minute interval.WorkNotReadyTime is included in the calculationof LoggedOnTime.

WorkNotReadyTimeTo5

NULLDBINTNumber of agents in the Precision Queue in theWork Ready state.

WorkReady



Keys andNULLOption


DBINTNULLTotal seconds agents have been in the Work Readystate during the rolling five-minute interval.WorkReadyTime is included in the calculation ofLoggedOnTime.

WorkReadyTimeTo5

Precision_Queue_StepThe Precision_Queue_Step table defines a set of ordered steps that apply to a Precision Queue. Each orderedstep then contains a set of attributes terms that defines what attributes an agent must have to be a member ofa Precision Queue step. Basically, it defines a formula that is a list of Attribute tests.

Related Table

Precision_Queue_Term, on page 327 (via PrecisionQueueStepID)

Table 273: Fields in Precision_Queue_Step

Keys andNULLOption


NULLVARCHAR(255)Consider If expression which must be met in orderto execute a particular step.

ConsiderIf

NULLDESCRIPTIONDescription

NOTNULL

DBCHARBoolean which indicates whether the next stepshould be evaluated if the Consider If test fails.Default is Y. A value of N indicates that the nodeshould exit following a False Consider If test.

NextStep

FK, NOTNULL

DBINTForeign key to Precision_Queue table.PrecisionQueueID

PK, NOTNULL

DBINTInteger that defines the unique row for a PrecisionQueue step. It is the primary key.

PrecisionQueueStepID

NOTNULL

DBINTInteger that defines the order of rows for a PrecisionQueue step. StepOrder begins with 1.

StepOrder

NOTNULL

DBINTAn optional Wait time to apply before proceedingto the next step (in seconds). Default is 0.

WaitTime


All TablesPrecision_Queue_Step

Precision_Queue_TermThe Precision_Queue_Term table defines a set of attribute condition terms that apply to a Precision QueueStep. Each set of terms determine what attributes an agent must have to be a member of the Precision Queuestep.

Related Tables

Tables that hold Precision_Queue_Term data are listed below:

• Attribute, on page 86

• Precision_Queue_Step, on page 326

Table 274: Fields in Precision_Queue_Term

Keys andNULLOption


PK, NOTNULL

DBINTInteger that defines the unique row for a PrecisionQueue Term. It is the primary key.

PrecisionQueueTermID

FK, NOTNULL

DBINTForeign key to Precision_Queue table.PrecisionQueueID

FK, NOTNULL

DBINTForeign key to Precision_Queue_Step table.PrecisionQueueStepID

NOTNULL

DBINTInteger that defines the order of rows for a PrecisionQueue Step. It is part of the primary key. TermOrderbegins with 1.

TermOrder

FK, NOTNULL

DBINTForeign Key from Attribute_Set table. Controlswhich attribute set is tested. Null=Yes to allow forrules which do not test an Attribute Set.

AttributeSetID

FK, NOTNULL

DBINTForeign Key from Attribute table. Controls whichattribute set is tested. Null=Yes to allow for ruleswhich do not test an Attribute.

AttributeID

NOTNULL

DBINTNumber of parentheses around this term. A positivenumber indicates open parenthesis before the term;a negative number indicates closed parenthesis afterthe term.

ParenCount


All TablesPrecision_Queue_Term

Keys andNULLOption


NOTNULL

DBINTIndicates the relationship of this term to thepreceding term. Default is 0 for first item, 1 forothers.

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

TermRelation

NOTNULL

DBINTIndicates what kind of comparison is done on theattribute. 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

AttributeRelation

NULLVARCHAR(255)The value that the attribute is tested against. IfAttributeRelation is member or not member, thenthis is a JSON compatible string listing the values.Must be convertible to the datatype specified in theAttribute table.

Value1


All TablesPrecision_Queue_Term

Keys andNULLOption


NULLVARCHAR(255)A second value, used only as the upper bound whenthe AttributeRelation is between. It also can containadditional values for member if Value1 is notenough. Must be convertible to the datatypespecified in the Attribute table.

Value2

Precision_Q_Step_Real_TimeThis table is in the Precision Queue category.

The system software generates a Precision_Q_Step_Real_Time record for each Precision Queue.

Related Tables


• Precision_Queue_Step, on page 326

Table 275: Fields in Precision_Q_Step_Real_Time

Keys andNULLOption


NULLDBINTNumber of Agents eligible and available for thisPrecision Queue Step.

AgentsAvailable

NULLDBINTNumber of Agents logged in for this PrecisionQueueStep.

AgentsLoggedIn

PK1, NOTNULL

DBINTPrimary key (together with PrecisionQueueStepID).Foreign key from Precision_Queue table.

PrecisionQueueID

PK2, NOTNULL

DBINTPrimary key (together with PrecisionQueueID).Foreign key from Precision_Queue_Step table.

PrecisionQueueStepID

NULLDBINTAverage length of queue time for this PrecisionQueue Step.

AvgCallsInQueueTime

NULLDBINTNumber of calls in queue for this Precision QueueStep

CallsInQueue

NULLDBINTTotal time of calls in queue for this Precision QueueStep.

CallsInQueueTime

NOTNULL

DBDATETIMECentral Controller date and time that this data waslast updated.

DateTime


All TablesPrecision_Q_Step_Real_Time

Keys andNULLOption







NULLDBDATETIMEThe time stamp of the longest call in queue for thisPrecision Queue Step.

LongestCallInQueue

NULLDBINTThe next Agent to be selected based on the agentordering criteria of the Precision Queue.

NextAvailAgent

Query_RuleThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.

Specifies the association between a query rule clause and an import rule. A query rule works on a particularimport rule to select a group of contacts from an overall import list. For example, from a particular import listyou might want to select and call all customers that have account numbers greater than 10,000.


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

Related Tables

Campaign_Query_Rule_Real_Time, on page 162 (via QueryRuleID)

Campaign_Query_Rule_Half_Hour, on page 155 (via QueryRuleID)

Campaign_Query_Rule, on page 153 (via QueryRuleID)

Dialer_Detail, on page 209 (via QueryRuleID)


Table 276: Indexes for Query_Rule Table


QueryRuleNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Query_Rule


All TablesQuery_Rule


QueryRuleIDclustered, unique, primary key locatedon PRIMARY

XPKQuery_Rule

Table 277: Fields in Query_Rule Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONDescription of what the query rule contains or howit is being used.

Description


DepartmentID

NOTNULL

DBCHARSetting of query rule within this campaign:

• Y = The query rule is enabled.

• N = the query rule is not enabled.

Enabled









FK NOTNULL

DBINTIdentifies (indirectly) the contact list to which thisquery rule refers. Foreign key from the Import Ruletable.

ImportRuleID


All TablesQuery_Rule

Keys andNULLOption


PK NOTNULL

DBINTA unique identifier for this Query rule.QueryRuleID

AK-1 NOTNULL

VNAME32The customer-entered name for this query rule.QueryRuleName

Query_Rule_ClauseThis table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 551). To seedatabase rules for these tables, see Blended Agent Tables (Outbound Option), on page 617.


Contains the SQL rules associated with each query rule. There is a single row for each configured query rule.

Related Table


Table 278: Indexes for Query_Rule_Clause Table


QueryRuleID, SequenceNumberclustered, unique, primary key locatedon PRIMARY

XPKList_Rule

Table 279: Fields in Query_Rule_Clause Table

Keys andNULLOption










All TablesQuery_Rule_Clause

Keys andNULLOption



PK, FKNOTNULL

DBINTThe query rule to which this clause belongs. Foreignkey from the Query Rule table.

QueryRuleID

NOTNULL

varchar(255)The rule definition to be used to process each queryrule.

RuleData

PK NOTNULL

DBINTAn index for query rule clauses within a given queryrule.

SequenceNumber

Reason_CodeThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Configuration table containing the reason code text to reason code mapping information.

Table 280: Indexes for Reason_Code Table


ReasonCodenonclustered, unique, unique keylocated on PRIMARY

XAK1Reason_Code

ReasonCodeIDclustered, unique, primary key locatedon PRIMARY

XPKReason_Code

Table 281: Fields in Reason_Code Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL

DBCHARDefault value is N.Deleted

NULLDESCRIPTIONThe description of the reason code.Description


All TablesReason_Code

Keys andNULLOption


AK-1 NOTNULL

DBINTReason code used by agents (configurable). [Inaddition to reason codes that you have defined,Unified CCE uses some predefined reason codes.See Reason Codes, on page 598.]

ReasonCode

PK NOTNULL

DBINTA unique identifier created by the schema.ReasonCodeID

NOTNULL

varchar(40)Text associated with the reason code numeric value.ReasonText

RecoveryThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

It gets populated on central and HDS databases. This table contains internal status information for each tablein the database.

Table 282: Indexes for Recovery Table



XAK1Recovery

DateTimeNonclustered located on PRIMARYXIE1Recovery


XPKRecovery

Table 283: Fields in Recovery Table

Keys andNULLOption


IE-1 NOTNULL

DBDATETIMEDate and time of the checkpoint.DateTime

NULLDBDATETIMEEnding time.EndTime

NULLDBFLT8Starting recovery key value.FromRecoveryKey

PK, AK-1NOTNULL


RecoveryKey


All TablesRecovery

Keys andNULLOption


NULLDBINTNumber of rows copied.RowsCopied

NULLDBDATETIMEStarting time.StartTime

NOTNULL

VNAME32Name of the table that caused a checkpoint.TableName

NOTNULL

DBFLT8Ending recovery key value.ToRecoveryKey

NOTNULL

VNAME32Type of record.Type

Recurring_Schedule_MapThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

Each row describes a periodic schedule used, for example, by a scheduled target. Use the WorkforceManagement Integration System to create, update, and delete recurring schedules.

Related Table


Table 284: Indexes for Recurring_Schedule_Map Table


ScheduleID, SequenceNumberclustered, unique, primary key locatedon PRIMARY

XPKRecurring_Schedule_Map

Table 285: Fields in Recurring_Schedule_Map Table

Keys andNULLOption


NOTNULL

DBCHARReserved for future use.Bool1

NOTNULL

DBCHARReserved for future use.Bool2

NOTNULL

DBINTA bit mask specifying the days on which theschedule is active. To see values, see Days, on page584.

DayFlags


All TablesRecurring_Schedule_Map

Keys andNULLOption


NOTNULL

DBSMALLINTIndicates to which day of month the scheduleapplies. To see values, see Days, on page 584.

DayOfMonth

NOTNULL

DBSMALLINTIn conjunction with DayType, indicates the positionof a day within a month. To see values, see Days,on page 584.

DayPosition

NOTNULL

DBSMALLINTIndicates to which day the schedule applies. To seevalues, see Days, on page 584.

DayType

NOTNULL

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

EndDay

NOTNULL

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

EndHour

NOTNULL

DBSMALLINTThe minute of the hour at which the scheduleexpires. The value is 0 if the schedule has no endtime.

EndMinute

NOTNULL

DBSMALLINTThemonth in which the schedule expires. The valueis 0 if the schedule has no end date.

EndMonth

NOTNULL

DBSMALLINTThe second of the minute at which the scheduleexpires. The value is 0 if the schedule has no endtime.

EndSecond

NOTNULL

DBINTThe year in which the schedule expires. The valueis 0 if the schedule has no end date.

EndYear

NULLDBINTFor scheduled targets, the maximum number ofsimultaneous calls the target can handle during theschedule period.

Long1

NULLDBINTReserved for future use.Long2



NOTNULL

DBSMALLINTIndicates to which month the schedule applies:

• 0 = Applies to every month.

• 1- 12= Specifies the month of year.

MonthOfYear

PK, FKNOTNULL

DBINTIdentifies the schedule that recurs.ScheduleID


All TablesRecurring_Schedule_Map

Keys andNULLOption


PK, NOTNULL

DBINTIndex for schedules associated with a specificservice.

SequenceNumber

NOTNULL

DBSMALLINTThe day of the month on which the schedule goesinto effect (1 through 31).

StartDay

NOTNULL

DBSMALLINTThe hour of the day at which the schedule goes intoeffect.

StartHour

NOTNULL

DBSMALLINTThe minute of the hour at which the schedule goesinto effect.

StartMinute

NOTNULL

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

StartMonth

NOTNULL

DBSMALLINTThe second of the minute at which the schedule goesinto effect.

StartSecond

NOTNULL

DBINTThe year in which the schedule goes into effect.StartYear

NOTNULL

DBSMALLINTThe type of schedule.Type

RegionThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622 .

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, on page 202 (via RegionID)

Region_Member, on page 339 (via RegionID)

Region_Prefix, on page 339 (via RegionID)

Region_View_Member, on page 345 (via RegionID)

Table 286: Indexes for Region Table



XAK1Region


All TablesRegion


RegionIDclustered, unique, primary key locatedon PRIMARY

XPKRegion

Table 287: Fields in Region Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the region.Description

AK-1 NOTNULL

VNAME32An enterprise name for the region. This name mustbe unique for all regions in the enterprise.

EnterpriseName

PK NOTNULL

DBINTA unique identifier for the region.RegionID

NOTNULL

DBINTThe type of the region.RegionType

Region_InfoThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

Specifies which prefixes and regions are predefined by the system software.

Use Configuration Manager to create, update, and delete Region rows.

Table 288: Fields in Region_Info Table

Keys andNULLOption


NULLDESCRIPTIONAny additional information about the pre-definedregions.

Comment

NOTNULL

VNAME32Identifies the types of prefixes and regionspre-defined by the system software.

Location

NOTNULL

DBINTThemajor version number of the predefined regions.MajorVersion


All TablesRegion_Info

Keys andNULLOption


NOTNULL

DBINTTheminor version number of the predefined regions.MinorVersion

Region_MemberThis table is part of the Script category (see Script, on page 564 category. For database rules, see Script Tables,on page 622.

Each row defines the relationship between two regions. A region is composed of calling line ID prefixes orof 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, on page 337 (via RegionID and ParentRegionID)

Table 289: Indexes for Region_Member Table


ParentRegionIDnonclustered located on PRIMARYXIE1Region_Member

RegionID, ParentRegionIDclustered, unique, primary key locatedon PRIMARY

XPKRegion_Member

Table 290: Fields in Region_Member Table

Keys andNULLOption


PK, IE-1NOTNULL

DBINTThe larger region.ParentRegionID

PK, FKNOTNULL

DBINTThe region that is a member of a larger region.RegionID

Region_PrefixThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.


All TablesRegion_Member

Each row defines the initial part of a calling line ID and maps it to a region. Any calling line IDs that matchthe 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


Table 291: Indexes for Region_Prefix Table


RegionID, RegionPrefixnonclustered, unique, unique keylocated on PRIMARY

XAK1Region_Prefix

RegionPrefixIDclustered, unique, primary key locatedon PRIMARY

XPKRegion_Prefix

Table 292: Fields in Region_Prefix Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL

DBCHARIndicates whether daylight savings time is observed.

Values are 'N' and 'Y'.

The default is 'N' - daylight savings time is notobserved.

DaylightSavingsEnabled

NULLDBINTIndicates coordinated universal time, abbreviatedUTC (formerly called GMT) delta in minutes.

UTC (formerly called GMT)

AK-1, FKNOTNULL

DBINTIdentifies the associated region.RegionID

AK-1 NOTNULL

varchar(32)An initial string to match against calling line IDs.RegionPrefix

PK NOTNULL

DBINTA unique identifier for the record.RegionPrefixID


All TablesRegion_Prefix

Region_ViewThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Each row defines a graphical display of regions.

Use Configuration Manager to create, update, and delete Region Prefix rows.

Related Table

Region_View_Member, on page 345 (via RegionViewID)

Table 293: Indexes for Region_View Table



XAK1Region_View

RegionViewIDclustered, unique, primary key locatedon PRIMARY

XPKRegion_View

Table 294: Fields in Region_View Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the view.Description

AK-1 NOTNULL

VNAME32An enterprise name for the region view. This namemust be unique for all region views in the enterprise.

84 regions are supported. Some of theexamples are New_Jersey, Connecticut,Manitoba, Wyoming, Missouri,Nova_Scotia, Alaska, Jamaica and so on.Regions like CNMI, West Virginia wereadded later. See the Table 295: SupportedRegions table.

Unsupported region that were manuallyadded by the customer need to be deleted.

Note

EnterpriseName

PK NOTNULL

DBINTA unique identifier for the record.RegionViewID


All TablesRegion_View

Keys andNULLOption


NOTNULL

DBINTThe type of the view:

• 1 = Unified ICM-defined

• 2 = Custom

RegionViewType

Table 295: Supported Regions

Short nameEnterpriseName

NJNew_Jersey

DCDistrict_of_Columbia

CTConnecticut

MBManitoba

ALAlabama

WAWashington

MEMaine

IDIdaho

WYWyoming

CACalifornia

TXTexas

NYNew York

PAPennsylvania

OHOhio

ILIllinois

MNMinnesota

INIndiana

LALouisiana

MSMississippi

GAGeorgia

MIMichigan




FLFlorida

BABahamas

BDBarbados

BCBritish_Columbia

NCNorth_Carolina

WIWisconsin

AIAnguilla

ANAntigua

ANBarbuda

KYKentucky

VAVirginia

BVBritish_Virgin_Islands

ONOntario

MDMaryland

DEDelaware

COColorado

WVWest Virginia

SKSaskatchewan

NENebraska

MOMissouri

KSKansas

IAIowa

VIVirgin_Islands

CQCayman_Islands

RIRhode_Island

ABAlberta

OKOklahoma

MTMontana




MAMassachusetts

QCQuebec

TNTennessee

UTUtah

BMBermuda

GNGrenada

ARArkansas

AZArizona

OROregon

NMNew_Mexico

NBNew_Brunswick

NHNew_Hampshire

SDSouth_Dakota

TCTurks_and_Caicos_Islands

RTMontserrat

CNMI

MPN_Mariana_Islands

GUGuam

NDNorth_Dakota

NVNevada

NLNewfoundland

SASt_Lucia

DMDominica

ZFSt_Vincent_Grenadines

PRPuerto_Rico

VTVermont

SCSouth_Carolina

HIHawaii




DRDominican_Republic

NTYukon_and_Northwest_Territories

TRTrinidad_Tobago

KAStKitts_Nevis

JMJamaica

NSNova_Scotia

AKAlaska

Region_View_MemberTable

This table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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_View, on page 341 (via RegionViewID)

Table 296: Indexes for Region_View_Member Table


RegionIDnonclustered located on PRIMARYXIE1Region_View_Member

RegionViewID, RegionIDclustered, unique, primary key locatedon PRIMARY

XPKRegion_View_Member

Table 297: Fields in Region_View_Member Table

Keys andNULLOption


NOTNULL

DBINTIdentifies the color in which to display the region inthe view.

Color

PK, FK,IE-1 NOTNULL

DBINTIdentifies the region.RegionID


All TablesRegion_View_Member

Keys andNULLOption


PK NOTNULL

DBINTA unique identifier for the record.RegionViewID

RenameThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

Table 298: Indexes for Rename Table


TableNameclustered, unique, primary key locatedon PRIMARY

XPKRename

Table 299: Fields in Rename Table

Keys andNULLOption


PK NOTNULL

VNAME32The name of the historical table.TableName

NULLVNAME32The name of the buffer table for swapping.Buf

NULLVNAME32The name of the first temporary historical table.Msg

NULLVNAME32The name of the second temporary historical table.Tmp

RouteThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

Each row represents a possible destination for a call. Use Unified ICMConfigurationManager to add, update,and delete Route records.

Related Tables

Peripheral_Default_Route, on page 298 (via RouteID)

Peripheral_Target, on page 307 (via RouteID)

Route_Call_Detail, on page 348 (via RouteID)

Route_Five_Minute, on page 356 (via RouteID)


All TablesRename

Route_Half_Hour, on page 360 (via RouteID)

Route_Real_Time, on page 365 (via RouteID)

Service, on page 413 (ServiceSkillTargetID maps to Service.SkillTargetID)

Skill_Target, on page 503 (via SkillTargetID)

Termination_Call_Detail, on page 506 (via RouteID

Table 300: Indexes for Route Table



XAK1Route

SkillTargetID, ServiceSkillTargetIDnonclustered located on PRIMARYXIE1Route


XIE2Route

RouteIDclustered, unique, primary key locatedon PRIMARY

XPKRoute

Table 301: Fields in Route Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONAdditional information about the route.Description


DepartmentID

AK-1 NOTNULL

VNAME32An enterprise name for the route. This must beunique among all routes in the enterprise.

EnterpriseName

PK NOTNULL

DBINTUnique identifier for the route.RouteID

FK, IE-1NULL

DBINTAssociated Service.SkillTargetID. Every route thatterminates at a peripheral should have a service.



All TablesRoute

Keys andNULLOption


FK, IE-1NULL

DBINTForeign key from the Skill Target table thatrepresents the destination of the route. Thedestination is a Service, Skill Group, Agent, orTranslation Route.

SkillTargetID

Route_Call_DetailThis table is one of the tables in the Route category (see Route, on page 560). For more information aboutdatabase rules of these tables, see Route Tables, on page 621.

It gets populated on the central database.When Detailed Data Server (DDS) role is enabled on Administrationand 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 aboutthe routing request and the route the system software chooses for it. Therefore, the system generates aRoute_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 candegrade performance. To optimize performance, extract data from the HDS into your custom database. Thecustom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprisecomponents do not use it. Use only DBDateTime (date and time of the record when written to the HDSdatabase) to perform the extraction. You can index the table on the custom database according to the customreporting needs.

Related Tables

• Call_Type, on page 98 (through CallTypeID)

• Dialed_Number, on page 199 (through DialedNumberID)


• Route, on page 346 (through RouteID)

• Route_Call_Variable, on page 355 (RecoveryKey maps to Route_Call_Variable.RCDRecoveryKey)

• Routing_Client, on page 379 (through RoutingClientID)

• Script, on page 402 (through ScriptID)

• Script_Cross_Reference, on page 404 (through FinalObjectID)

• Termination_Call_Detail, on page 506 (through Day + RouterCallKey)


All TablesRoute_Call_Detail

Table 302: Indexes for Route_Call_Detail Table


RecoveryKeyPrimary key

Unlike the default, this primarykey is nonclustered.

Note

XPKRoute_Call_Detail

DateTimeInversion keyXIE1Route_Call_Detail

DbDateTimeInversion keyXIE2Route_Call_Detail

DateTime, RouterCallKey,RouterCallKeySequenceNumber

Inversion keyXIE3Route_Call_Detail

Table 303: Fields in Route_Call_Detail Table

Keys andNULLOption


NULLVNAME32Automatic Number Identification, identifies thecalling party.

ANI

NULLDBINTForeign key to the Application_Gateway table andrepresents the instance that is selected by the Contactsharing node for this route.

ApplicationGatewayID

NULLDBDATETIMEA new time stamp that indicates when the callentered the current CallType.

BeganCallTypeDateTime

NULLDATETIMEThe time at which the call is queued to the Queuepoint such as Precision Queue or Skill Group.

BeganQueueTimeUTC

NULLDBDATETIMEA new time stamp that indicates when the first routerequest was received for this call.

BeganRoutingDateTime

NULLDBINTForeign key to the Bucket_Intervals table.BucketIntervalID

NULLDBINTTime in seconds that the system took to segment aprivate network call. For example, if the systemsoftware handed off the caller to a menu of choices,CallSegmentTime reflects the length of time thecaller spent in the menu.

CallSegmentTime

NULLImageThe system software does not populate this field. Itis reserved for future use.

CallTrace

FK

NULL

DBINTForeign key fromCall Type table. If a script changedthe call type, this is the final call type for the call.This unique identifier is generated automatically bythe system software.

CallTypeID



Keys andNULLOption


NULLVARCHAR(30)Customer Database Provided Digits. Used to tracka call from the public network to the peripheral.ISDN is required to carry the information to theswitch.

CDPD

NULLVARCHAR(30)Caller-Entered Digits.CED

NULLDBINTContact Share Error code returned by the contactshare 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 aconfiguration related error.

• 5 - CS_EXECUTION_ERROR

Contact Share process encountered anexpression execution related error.

• 8 - CS_APPGTW_ERROR

Unable to lookup application gateway with thecode that the Contact Share process returned.

• 9 - CS_UNKNOWN_ERROR

Contact Sharing encountered an unknown error.

ContactShareErrorCode

NULLDBINTForeign key to the Contact_Share_Group table andrepresents the Contact Share Group ID for this route.

ContactShareGroupID

NULLDBINTForeign key to the Contact_Share_Queue table andrepresents the Contact Share Queue ID selected bythe Contact Sharing node for this route.

ContactShareQueueID

NULLDBFLT4Result of the Contact Share Calculation as definedby the Rule Expression.

ContactShareResult

NULLDBINTForeign key to the Contact_Share_Rule table andrepresents the Contact Share Rule in effect at thetime of this route.

ContactShareRuleID



Keys andNULLOption


IE-1

NOTNULL

DBDATETIMEThe date and time when the call was routed.DateTime

NULLDATETIMERouting end time, presented in UTC format.DateTimeUTC

IE-2

NULL


DbDateTime

FK

NULL

DBINTForeign key from the Dialed Number table.DialedNumberID

NULLVNAME32The dialed number for the call. If the dialed numberfor the call is configured, this is the same as theDialedNumberString of the dialed number specifiedby DialedNumberID. If the dialed number for thecall is not configured, this is the dialed number stringand DialedNumberID is NULL.

DialedNumberString

NULLDATETIMEThe time at which the call is ended fromQueue pointsuch as Precision Queue or Skill Group.

EndQueueTimeUTC

NULLDBINTIdentifies the node ID of the last script node that wasexecuted to route the call.

FinalObjectID

NULLVNAME32Identifies the label that was passed to the routingclient. For a translation routed call, this is the labelfor translation route, not the ultimate destination. Ifthe label passed to the routing client for the call isconfigured, this will be the same as the Label fieldof the label specified by LabelID. If the label for thecall is not configured, this is the label passed backto the routing client and the LabelID will be NULL.

Label

FK

NULL

DBINTIdentifies the label that was passed to the routingclient. For a translation routed call, this is the labelfor the translation route, not the ultimate destination.

LabelID

NULLDBINTAn identifier for the Media Routing Domain in theUnified ICM system configuration

MRDomainID



Keys andNULLOption


NULLDBSMALLINTThe originator of the request:

• - 1 = Unspecified

• 1 = Switch

• 2= CallSim

• 3 = TestCall

MsgOrigin

NULLDBINTTime in seconds the call spent in a network routerqueue.

For Unified CCEor translation routed calls,NetQTime is included in the computation of answerwait time.

For legacy ACDS, OPC does nothing with theNetQTime other than put it in theTermination_Call_Detail record.

NetQTime

FK

NULL

DBINTIdentifies the scheduled target or peripheral targetthat was chosen by the system software.

NetworkTargetID

NULLVARCHAR(8)The origin of the route request.Originator

NULLDBSMALLINTType of originator for a private network routerequest. A private network route request is sent fromthe ACD to the system software through thePeripheral Gateway. For a list of valid options, seeRoute Call Detail Fields, on page 593.

OriginatorType

NULLDBSMALLINTThe priority that a private network routing clientgives to the call. Supported by Lucent ASAI.

Priority

NOTNULL


PK

NOTNULL


Unlike the default, this primary key isnonclustered.

Note

RecoveryKey

NULLDBINTThe reason for the last Requery operation.RequeryResult

NOTNULL

DBSMALLINTType of request. For the list of values, see RouteCall Detail Fields, on page 593.

RequestType



Keys andNULLOption


FK

NULL

DBINTForeign key from the Route table. This systemsoftware identifier specifies the route where the callwas sent. A route is a value that is returned by arouting script that maps to a target at a peripheral.This target can be a service, skill group, agent, ortranslation route. The value (for example, 5000), isunique among all routes in the enterprise. It is takenfrom the Route table in the Unified ICM centraldatabase. Route IDs are generated automaticallywhen a route is configured in the RouteConfiguration window of Unified ICMConfiguration Manager.

RouteID

NOTNULL

DBINTA call key counter created and set by the systemsoftware. This value forms the unique portion of the64-bit key for the call. The system software resetsthis counter at midnight.

RouterCallKey

NOTNULL

DBINTA value indicating the day that the call was receivedand the Route_Call_Detail record was created.

RouterCallKeyDay

NULLDBINTA sequence number used for ordering rows forcradle-to-grave call tracking. This number definesthe order in which the route requests were created.This is not the order in which the Route_Call_Detailrecords were created. For PG routing clients, thisfield defines the Termination_Call_Detail instancethat initiated the route request.


NULLDBSMALLINTError code from the CallRouter process.RouterErrorCode

NULLDBINTNumber of seconds the call was held in theCallRouter queue.

RouterQueueTime

NULLDBINTCall counter generated by the routing client in aprivate network. The counter occasionally resets, soduplicate values do occur.

RoutingClientCallKey

FK

NOTNULL

DBSMALLINTForeign key from the Routing Client table. This isa unique identifier for this routing client. The routingclient ID is generated automatically when the routingclient is configured in the Routing ClientConfiguration window of Unified ICMConfiguration Manager.

RoutingClientID

FK

NULL

DBINTForeign key from Script table. Indicates the scriptused to route the call. This unique identifier isgenerated automatically by the system software.

ScriptID



Keys andNULLOption


NULLVNAME32The label associated with the ultimate target at theswitch. For a translation routed call, this is the labelof the final destination, not of the translation routeitself. If the label for the call is configured, this willbe the same as the Label field of the label specifiedby TargetLabelID. If the label for the call is notconfigured, this is the final label for the call andTargetLabelID will be NULL.

TargetLabel

NULLDBINTThe label associated with the ultimate target at theswitch. For a translation routed call, this is the labelof the final destination, not of the translation routeitself.

TargetLabelID

NULLDBINTA numeric value representing the execution resultof the routing script. To see the list of values, seeRoute Call Detail Fields, on page 593.

TargetType


TimeZone

NULLCHAR(4)This field is reserved.Unused

NULLVARCHAR(131)ISDN private network User to User information.UserToUser

NULLVARCHAR(40)User-defined call variable.Variable1










NULLDBINTThe VRUProgress call variable value.VruProgress



Keys andNULLOption


NULLDBINTNumber of VRU Script nodes encountered by thecall.

VruScripts

NULLDATETIMEThe time at which the call connected to the VRU forself-service.

VRUStartTimeUTC

NULLDATETIMEThe time at which the VRU ended the call and thecall is queued to agent or terminated afterself-service.

VRUEndTimeUTC

Route_Call_VariableThis table is one of the tables in the Route category (see Route, on page 560). For more information aboutdatabase rules of these tables, see Route Tables, on page 621.


Each row records the value of an expanded call variable for a call routed by the system software. If theexpanded 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 expandedcall variable for every routing request it processes.


Related Tables

Expanded_Call_Variable, on page 241 (via ExpandedCallVariableID)

Route_Call_Detail, on page 348 (RCDRecoveryKey maps to Route_Call_Detail.RecoveryKey)

Table 304: Indexes for Route_Call_Variable Table


RCDRecoveryKey, ExpandedCallVariableID,ArrayIndex

Clustered, unique, unique key located onPRIMARY

XAK1Route_Call_Variable

DateTimeNonclustered located on PRIMARYXIE1Route_Call_Variable

DbDateTimeNonclustered located on PRIMARYXIE2Route_Call_Variable

RecoveryKeyNonclustered, unique, primary key locatedon PRIMARY

XPKRoute_Call_Variable


All TablesRoute_Call_Variable

Table 305: Fields in Route_Call_Variable Table

Keys andNULLOption


AK-2 NOTNULL

DBINTIf the expanded call variable is an array, thisidentifies the array element: 0 to N-1, where N isthe size of the array.

ArrayIndex

IE-1 NOTNULL

DBSMALLDATEThe date and time when the call was routed.DateTime


DbDateTime

NULLVARCHAR(255)The value of the call variable or array element.ECCValue

AK-2, FKNOTNULL

DBSMALLINTIdentifies the expanded call variable.ExpandedCallVariableID

AK-2 NOTNULL

DBFLT8The RecoveryKey value from the associatedRoute_Call_Detail row.

RCDRecoveryKey

AK-1 NOTNULL


RecoveryKey

Route_Five_MinuteThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

It gets populated on central and HDS databases. Each row contains statistics about a route during the mostrecent five-minute interval. The system software generates Route_Five_Minute records for each route.

Related Table


Table 306: Indexes for Route_Five_Minute Table



XAK1Route_Five_Minute

DateTime, RouteID, TimeZoneClustered, unique, primary key located onPRIMARY

XPKRoute_Five_Minute


All TablesRoute_Five_Minute

Table 307: Fields in Route_Five_Minute Table

Keys andNULLOption


NULLDBINTNumber of agents in the Talking state for the routeat the end of the five-minute interval.

AgentsTalking

NULLDBINTAverage delay time of abandoned calls in queue forthe route during the five-minute interval.

AvgDelayQAbandTo5

NULLDBINTAverage delay in queue for the route at the end ofthe five-minute interval.

AvgDelayQNow

NULLDBINTAverage handle time in seconds for calls to the routeending during the five-minute interval. This includesany HoldTime, TalkTime, andWorkTime associatedwith the call. The HandleTime and AvgHandleTimevalues are updated in the database when the after-callwork time associated with the call (if any) iscompleted.

AvgHandleTimeTo5

NULLDBINTAverage answer wait time for all incoming calls tothe route during the five-minute interval.

AvgSpeedAnswerTo5

NULLDBINTAverage talk time in seconds for calls to the routeending during the five-minute interval. Talk time ispopulated with the TalkTime and HoldTimeassociated with call to the route.

AvgTalkTimeTo5

NULLDBINTRunning total of calls to the route abandoned inqueue since midnight.

CallsAbandQToday

NULLDBINTNumber of calls to the route answered during thefive-minute DBINTerval.

CallsAnsweredTo5

NULLDBINTNumber of calls to the route answered sincemidnight.

CallsAnsweredToday



Keys andNULLOption


NULLDBINTNumber of calls to the route handled during thefive-minute DBINTerval. A call is counted ashandled when the call is finished (that is, when anyafter-call work associatedwith the call is completed).

Handled Call




CallsHandledTo5

NULLDBINTRunning total of calls to the route handled at theperipheral since midnight. CallsHandled includesall calls handled by any answering resource for theroute (for example, an IVR, agent, or voice mailport).

CallsHandledToday

NULLDBINTRunning total of incoming calls to this route sincemidnight. Incoming calls include only InboundACDcalls arriving on trunks (that is, calls that are notinternally generated).

CallsIncomingToday

NULLDBINTThe total number of inbound and outbound calls thathad previously been offered (for example, calls beingplayed an announcement, queued calls, or connectedcalls) and are currently being handled for the routeat the end of the five-minute interval.

CallsInProgress

NULLDBINTNumber of calls to the route that were removed fromthe queue during the five-minute interval (includesabandoned calls).

CallsLeftQTo5

NULLDBINTNumber of calls to the route offered in thefive-minute interval. The CallsOffered countincludes calls that are overflowed and transferredinto the service or route. A call is counted as offeredas soon as it is associated with a route.

CallsOfferedTo5

NULLDBINTRunning total of incoming calls plus internal callsoffered to the route since midnight.

CallsOfferedToday

NULLDBINTCalls in queue for the route at the peripheral at theend of the interval.

CallsQNow



Keys andNULLOption


NULLDBINTRunning total of calls the system software sent tothe route since midnight.

CallsRoutedToday

PK NOTNULL

DBSMALLDATEThe Central Controller date and time at the start ofthe five-minute interval.

DateTime

NULLDBINTLength of time that the longest call in the queue forthe route had been there at the end of the five-minuteinterval.

LongestCallQ

NOTNULL


AK-1 NOTNULL


RecoveryKey

PK, FKNOTNULL


NULLDBINTTotal of calls to the route abandoned within theservice level threshold during the five-minuteinterval.


NULLDBINTCumulative total of calls to the route abandonedwithin the service level threshold since midnight.


NULLDBINTTotal number of calls to the route that had a servicelevel event during the five-minute interval.


NULLDBINTTotal number of calls to the route that had a servicelevel event since midnight.


NULLDBINTNumber of calls to the route that had been in queuelonger than the service level threshold as of the endof the five-minute interval.


NULLDBINTTotal of calls to the route answered within theservice level threshold during the five-minuteinterval.


NULLDBINTCumulative total of calls to the route answeredwithin the service level since midnight.


NULLDBFLT4Service level for the route for the five-minuteinterval.

ServiceLevelTo5



Keys andNULLOption


NULLDBFLT4Cumulative service level for this route sincemidnight. The system software uses the same typeof calculation as specified for the service associatedwith the route.

ServiceLevelToday

PK NOTNULL


TimeZone

NULLDBFLT4This field is not used.Unused1

Route_Half_HourThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

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


Table 308: Indexes for Route_Half_Hour Table



XAK1Route_Half_Hour

DbDateTimenonclustered located on PRIMARYXIE1Route_Half_Hour

DateTime, RouteID, TimeZoneclustered, unique, primary key located onPRIMARY

XPKRoute_Half_Hour

Table 309: Fields in Route_Half_Hour Table

Keys andNULLOption


NULLDBINTSum of answer wait time in seconds for all incomingcalls to the route during the half-hour interval.

AnswerWaitTimeToHalf


All TablesRoute_Half_Hour

Keys andNULLOption


NULLDBINTAverage delay time of calls to the route that wereabandoned in queue during the half-hour interval.This value is calculated as follows:DelayQAbandTimeToHalf / CallsAbandQToHalf

AvgDelayQAbandToHalf

NULLDBINTAverage delay in seconds for calls queued for theroute during the half-hour interval. The value iscalculated as follows: DelayQTimeToHalf /CallsQToHalf

AvgDelayQToHalf

NULLDBINTThe average handled calls time in seconds for callscounted as handled for the route during the half-hourinterval. HandleTime is tracked only for inboundACD calls that are counted as handled for theservice. HandleTime is the time spent from the callbeing answered by the agent to the time the agentcompleted after-call work time for the call. Thisincludes any TalkTime, HoldTime, and WorkTimeassociated with the call. This value is calculated asfollows: HandleTimeToHalf /CallsHandledToHalf. The AvgHandleTime valueis counted when the after-call work time associatedwith the call is completed, and the database isupdated every half hour.

AvgHandleTimeToHalf

NULLDBINTAverage answer wait time for all incoming calls tothe route in the half-hour interval. This value iscalculated as follows: AnswerWaitTimeToHalf /CallsAnsweredToHalf

AvgSpeedAnswerToHalf

NULLDBINTThe average talk time in seconds for calls to theroute. Talk time includes the time that calls were ina talking or hold state. It is populated with theTalkTime and HoldTime associated with call to theroute (from Termination_Call_Detail). This valueis calculated as follows: TalkTimeToHalf /CallsHandledToHalf .The field is counted whenall after-call work associated with the call iscompleted, and the database is updated every halfhour.

AvgTalkTimeToHalf

NULLDBINTThe number of calls that were blind transferred outfor this route during the half-hour interval.

BlindTransfersOutToHalf

NULLDBINTNumber of calls abandoned in queue on this routeduring the half-hour interval.

CallsAbandQToHalf



Keys andNULLOption


NULLDBINTThe total number of calls answered by agents, IVRs,or voice-mail ports for the route during the half-hourinterval.

CallsAnsweredToHalf

NULLDBINTTotal number of calls handled on this route duringthe half-hour interval. CallsHandled includes allcalls handled by any answering resource for the route(for example, an IVR, agent, or voice mail port).

A handled call is:




CallsHandledToHalf

NULLDBINTTotal of incoming calls on this route during thehalf-hour interval. Incoming calls include onlyInbound ACD calls arriving on trunks (that is, callsthat are not internally generated).

CallsIncomingToHalf

NULLDBINTTotal of incoming calls plus internal calls offeredon this route during the half-hour interval.

CallsOfferedToHalf

NULLDBINTNumber of calls to the route in queue during thehalf-hour interval. A call that queues multiple timesis counted as queued once for the route.

CallsQToHalf

NULLDBINTTotal calls the system software sent to this routeduring the half-hour interval.

CallsRoutedToHalf

PK NOTNULL

DBSMALLDATEThe date and time at the start of the half-hourinterval.

DateTime


DbDateTime

NULLDBINTThe total number of seconds that calls to the routethat were abandoned in queue waited during theinterval. These are calls that existed in the queue butwere abandoned before being handled by an agentor trunk device.

DelayQAbandTimeToHalf



Keys andNULLOption


NULLDBINTSum of delay time of all calls in queue for the routeduring the half-hour interval. This field is populatedwith the LocalQTime from theTermination_Call_Detail record.

DelayQTimeToHalf

NULLDBINTThe number of calls to the route that weredetermined to be closed following an interruptionin data during the half-hour interval.ForcedClosedCalls are calls that terminated becauseof errors tracking the call's state transition. Callsmay become forced closed if there is lack of eventsfrom the ACD's CTI interfaces (for example, a lackof a Disconnect event, or failure on the switch's CTIconnection).

ForcedClosedCallsToHalf

NULLDBINTThe total time in seconds that calls were handled forthe route during the half-hour interval. Handle timeis tracked only for inbound ACD calls that arecounted as handled for the route. HandleTime is thetime spent from the call being answered by the agentto the time the agent completed after-call work timefor the call. This includes any HoldTime, TalkTime,and WorkTime associated with the call. TheHandleTime andAvgHandleTime values are updatedin the database when the after-call work timeassociated with the call is completed.

HandleTimeToHalf

NULLDBINTTotal hold time in seconds for calls to the route thatended during the half-hour interval.

HoldTimeToHalf

NULLDBINTThe longest time in seconds a call was in queue forthe route before being abandoned during thehalf-hour interval. This includes the LocalQTime,DelayTime, and RingTime.

LongestCallAbandTime

NULLDBINTThe longest time in seconds a call was in queue forthe route before being answered during the half-hourinterval. This includes the LocalQTime for the call.

LongestCallDelayQTime

NULLDBINTNumber of calls that the peripheral retargeted, oroverflowed, into the route during the half-hourinterval. The system software keeps counts of thenumber of calls moved out of each service or route(overflowed out) and moved into each service orroute (overflowed in).

OverflowInToHalf



Keys andNULLOption


NULLDBINTNumber of calls the peripheral retargeted, oroverflowed, out of the route during the half-hourinterval. The system software keeps counts of thenumber of calls moved our of each service or route(overflowed out) and moved into each service orroute (overflowed in).

OverflowOutToHalf

NOTNULL


AK-1 NOTNULL


RecoveryKey

NULLDBINTNumber of calls that rang at an agent's terminal andredirected on failure to answer in this service duringthe current half-hour interval.

RedirectNoAnsCallsToHalf






PK, FKNOTNULL


NULLDBINTCumulative total of calls to the route abandonedwithin the service level during the half-hour interval.

ServiceLevelAbandToHalf

NULLDBINTNumber of calls to the route that have had a servicelevel event during the current half-hour interval.

ServiceLevelCallsOfferedToHalf

NULLDBINTCumulative total of calls to the route answeredwithin the service level during the half-hour interval.

ServiceLevelCallsToHalf

NULLDBFLT4Cumulative service level for the route during thehalf-hour interval. The system software uses thesame type of service level calculation as specifiedfor the service associated with the route.

ServiceLevelToHalf

NULLDBINTService Level Type used to calculate Service levelfor this interval

ServiceLevelType



Keys andNULLOption


NULLDBINTThe time, in seconds, accumulated by calls that weretoo short to be counted as abandoned during thehalf-hour interval. These calls were abandonedbefore the abandoned call wait time expired.

ShortCallsTimeToHalf

NULLDBINTThe total number of calls to the route that were tooshort to be considered abandoned during thehalf-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 of theUnified ICM abandoned calls calculations.

ShortCallsToHalf

NULLDBINTThe number of seconds the call was talking plus thenumber of seconds the call was on hold. TalkTimefor routes and services is taken from the TalkTimeand HoldTime. It is counted when any after-callwork associated with the call is completed, and thedatabase is updated every half hour.

TalkTimeToHalf

NOTNULL


TimeZone

Route_Real_TimeTable

This table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.


Each row contains real time information about a route. The system software generates a Route_Real_Timerecord for each route.

Related Table


Table 310: Indexes for Route_Real_Time Table


RouteIDclustered, unique, primary key located onPRIMARY

XPKRoute_Real_Time


All TablesRoute_Real_Time

Table 311: Fields in Route_Real_Time Table

Keys andNULLOption


NULLDBINTNumber of agents for the route currently in thetalking state

AgentsTalking

NULLDBINTSum of answer wait time in seconds for all callsoffered to the route during the current half-hourinterval.

AnswerWaitTimeHalf

NULLDBINTSum of answer wait time in seconds for all callsoffered to the route during the rolling five-minuteinterval.

AnswerWaitTimeTo5

NULLDBINTSum of answer wait time in seconds for all callsoffered to the route since midnight.

AnswerWaitTimeToday

NULLDBINTAverage delay time of abandoned calls in queue forthe route during the rolling five-minute interval:DelayQAbandTimeTo5 / CallsAbandQTo5.

AvgDelayQAbandTo5

NULLDBINTAverage delay for calls to the route currently inqueue.

AvgDelayQNow

NULLDBINTAverage handle time in seconds for calls to the routeending during the rolling five-minute interval:HandleTimeTo5 / CallsHandledTo5.

AvgHandleTimeTo5

NULLDBINTAverage answer wait time for all calls offered to theroute during the rolling five-minute interval:AnswerWaitTimeTo5 / CallsAnsweredTo5.

AvgSpeedAnswerTo5

NULLDBINTAverage talk time in seconds for calls to the routeending during the rolling five-minute interval:TalkTimeTo5 / CallsHandledTo5.

AvgTalkTimeTo5

NULLDBINTNumber of calls to this route abandoned while inqueue or ringing during the current half-hourinterval.

CallsAbandQHalf

NULLDBINTNumber of calls to the route abandoned while inqueue or ringing during the rolling five-minuteinterval.

CallsAbandQTo5

NULLDBINTNumber of calls to this route abandoned while inqueue or ringing since midnight.

CallsAbandQToday

NULLDBINTNumber of calls to the route answered by agentsduring the current half-hour interval.

CallsAnsweredHalf



Keys andNULLOption


NULLDBINTNumber of calls to the route answered by agentsduring the rolling five-minute interval.

CallsAnsweredTo5

NULLDBINTNumber of calls to the route answered by agentssince midnight.

CallsAnsweredToday

NULLDBINTNumber of calls handled on the route during thecurrent half-hour interval.

A handled call is:




CallsHandledHalf

NULLDBINTNumber of calls handled for the route during therolling five-minute interval.


CallsHandledTo5

NULLDBINTNumber of calls handled on the route sincemidnight.CallsHandledToday

NULLDBINTNumber of incoming calls on this route during thecurrent half-hour interval.

CallsIncomingHalf

NULLDBINTNumber of incoming calls on this route sincemidnight.

CallsIncomingToday

NULLDBINTNumber of calls in queue or being handled on thisroute now.

CallsInProgress

NULLDBINTNumber of calls to the route that were removed fromthe queue during the rolling five-minute interval(includes abandoned calls).

CallsLeftQTo5

NULLDBINTNumber of incoming calls plus internal calls offeredon this route during the current half-hour interval.

CallsOfferedHalf

NULLDBINTNumber of calls offered to the route during therolling five-minute interval.

CallsOfferedTo5

NULLDBINTNumber of incoming calls plus internal calls offeredon this route since midnight.

CallsOfferedToday



Keys andNULLOption


NULLDBINTNumber of calls to the route in queue now at theperipheral.

CallsQNow

NULLDBINTTotal queue time in seconds for all calls to the routecurrently in queue.

CallsQNowTime

NULLDBINTNumber of calls sent on this route during the currenthalf-hour interval.

CallsRoutedHalf

NULLDBINTNumber of calls the system software sent to thisroute since midnight.

CallsRoutedToday

NOTNULL

DBDATETIMEDate and time that this data was last updated.DateTime

NULLDBINTSum of delay time of all calls to route abandoned inqueue during the rolling five-minute interval.

DelayQAbandTimeTo5

NULLDBINTTotal handle time in seconds for calls to the routeending during the current half-hour interval.

HandleTimeHalf

NULLDBINTTotal handle time in seconds for calls to the routeending during the rolling five-minute interval.

HandleTimeTo5

NULLDBINTTotal handle time in seconds for calls to the routeending since midnight.

HandleTimeToday

NULLDBINTThe total hold time in seconds for calls to the routeending during the current half-hour interval.

HoldTimeHalf

NULLDBINTThe total hold time in seconds for calls to the routeending during the rolling five-minute interval.

HoldTimeTo5

NULLDBINTThe total hold time in seconds for calls to the routeending since midnight.

HoldTimeToday

NULLDBDATETIMETTime that the longest call in the queue for the routewas put there.

LongestCallQ

NULLDBINTNumber of overflowed in calls now in queue or inprogress for the route.

OverflowInNow

NULLDBINTNumber of overflowed out calls for the route nowin queue or in progress elsewhere.

OverflowOutNow


RedirectNoAnsCallsHalf



Keys andNULLOption


NULLDBINTNumber of calls that rang at an agent's terminal andredirected on failure to answer in this service duringthe rolling five-minute interval.


NULLDBINTNumber of calls that rang at an agent's terminal andredirected on failure to answer in this service sincemidnight.

RedirectNoAnsCallsToday

PK, FKNOTNULL


NULLDBINTNumber of calls to the route abandoned within theservice level threshold during the current half-hourinterval.


NULLDBINTNumber of calls abandoned within the service levelthreshold during the rolling five-minute interval.


NULLDBINTNumber of calls to the route abandoned within theservice level threshold since midnight.


NULLDBINTNumber of calls to the route answered within theservice level threshold during the current half-hourinterval.


NULLDBINTNumber of calls to the route that have had a servicelevel event during the current half-hour interval.


NULLDBINTNumber of calls to the route that have been eitheranswered or abandoned during the rollingfive-minute interval.


NULLDBINTNumber of calls to the route that have had a servicelevel event since midnight.


NULLDBINTNumber of calls to the route currently in queue forlonger than the service level threshold.


NULLDBINTNumber of calls to the route answered within theservice level threshold during the rolling five-minuteinterval.


NULLDBINTNumber of calls to the route answered within theservice level threshold since midnight.


NULLDBFLT4Service level for the route during the currenthalf-hour interval.

ServiceLevelHalf

NULLDBFLT4Service level for the route during the rollingfive-minute interval.

ServiceLevelTo5



Keys andNULLOption


NULLDBFLT4Service level for the route since midnight. Thesystem software uses the same type of calculationas specified for the service associated with the route.

ServiceLevelToday

NULLDBINTThe total talk time in seconds for calls to the routeending during the current half-hour interval.

TalkTimeHalf

NULLDBINTThe total talk time in seconds for calls to the routeending during the rolling five-minute interval.

TalkTimeTo5

NULLDBINTThe total talk time in seconds for calls to the routeending since midnight.

TalkTimeToday

Router_Queue_IntervalThis table defines the statistics about each Precision Queue during the last 15 or 30 minute interval.

Table 312: Indexes for Router_Queue_Interval Table



XAK1Router_Queue_Interval

DbDateTimenonclustered located on PRIMARYXIE1Router_Queue_Interva

DateTime,, PrecisionQueueID, TimeZoneClustered unique primary key locatedon PRIMARY

XPKRouter_Queue_Interval

Table 313: Fields in Router_Queue_Interval Table

Keys andNULLOption


NULLDBINTThe number of calls abandoned within Interval 1. For RouterQueue Interval, AbandInterval is calculated from the time thecall is queued to a skill group or a precision queue, to the timethe call is abandoned. This includes any requery time.

AbandInterval1

NULLDBINTNumber of calls abandoned within interval 2. SeeAbandInterval1.

AbandInterval2


AbandInterval3


All TablesRouter_Queue_Interval

Keys andNULLOption



AbandInterval4


AbandInterval5


AbandInterval6


AbandInterval7


AbandInterval8


AbandInterval9


AbandInterval10

NULLDBINTNumber of calls abandoned in step 1.AbandStep1










NULLDBINTThe number of calls answered within Interval 1. For RouterQueue Interval, AnsInterval is calculated from the time thecall is queued to a skill group or a precision queue, to the timethe call is answered. This includes any requery time.

AnsInterval1

NULLDBINTNumber of calls answered within interval 2. See AnsInterval1.AnsInterval2





Keys andNULLOption







NULLDBINTNumber of calls answered within interval 10. SeeAnsInterval1.

AnsInterval10

NULLDBINTNumber of calls answered in step 1.AnsStep1










NULLDBINTAttribute 1 associated with the precision queue.AttributeID1










NULLDBINTForeign Key to the BucketInterval table.BucketIntervalID



Keys andNULLOption


NULLDBINTThe number of calls that were abandoned and de-queued fromthis Precision Queue. When a call is queued to multiple SkillGroups or Precision Queues and abandoned, the CallsAbandQfield is incremented for one Skill Group or Precision Queueand CallsAbandDequeued is incremented for all of the otherskill groups and or Precision Queues. The Skill Group orPrecision Queue that is charged with the abandon is the oneto which the call had been continuously queued to the longestat the time of the abandon. Normally, this would be the firstSkill Group or Precision Queue the script queued the call to,unless a more complicated dequeue, queue, or requeuescenario changes the order. The term "continuously queued"means that if a call is queued to a group, later dequeued, andstill later requeued, the earlier time in queue is not used indetermining which group the abandon is charged against. Thisfield is applicable to Unified CCE environments and toUnified ICM environments where calls are translation-routedto Skill Groups. This value is set by the Call Router.

CallsAbandDequeued

NULLDBINTIn the reporting interval, the number of calls abandoned afterthey have been routed to the agent desktop and before theyhave been answered (for example, Abandon Ringing). Thisfield is applicable for Unified CCE systems and for systemswhere calls are translation-routed to Skill Groups.

CallsAbandToAgent

NULLDBINTNumber of calls queued to the group by the CallRouter thatwere abandoned during the half- hour interval. This field isset by the CallRouter.

CallsAbandQ

NULLDBINTNumber of calls answered by this precision queue across allperipherals.

CallsAnswered

NULLDBINTThe number of calls that were de-queued from this skill groupto be routed to another skill group in the reporting interval.This field is also incremented when a call is de-queued viaCancel Queue node. This field is applicable to Unified CCEenvironments and to ICM environments where calls aretranslation-routed to Skill Groups.

CallsDequeued



Keys andNULLOption


NULLDBINTThe number of calls routed or queued for the Skill Group inthe reporting interval. This value is set by the Call Router.This fields does not include local ACD calls, not routed byUnified ICM. Such calls are counted in the CallsOffered fieldof Skill_Group tables.

CallsOffered = CallsAbandQ + CallsDequeued +RoutedToAgent + RouterError.

Note

This field is applicable to Unified CCE environments and toUnified ICM environments where calls are translation-routedto Skill Groups. This value is incremented by:

• CallType short calls that are counted as abandoned forSkill Groups. (There is no short call count in theSkill_Group_Real_Time table.)

• Calls that are cancelled bis Cancel Queue node andre-queued to the same Skill Group.

• Calls that are routed to a Skill Group, re-queried, andre-queued to the same Skill Group

CallsOffered

NOTNULLDBSMALLDATEThe date and time at the start of the reporting interval.DateTime

NULLDBDATETIMEThe current date and time stamp when the records are writtento the HDS database. The logger database has NULL for thiscolumn.

DbDateTime

NULLDBINTThe summation of time spent waiting in queue with this skillgroup by callers that abandon before being routed to an agent.

DelayQAbandTime






NULLDBINTThe maximum number of calls queued for this skill groupduring this interval. Calls queued against multiple skill groupsare included in the count for each skill group to which thecalls are queued.

MaxCallsQueued

NULLDBINTThe longest a call had to wait before being answered,abandoned, or otherwise ended. This includes time in thenetwork queue, local queue, and ringing at the agent ifapplicable.

MaxCallWaitTime



Keys andNULLOption


NULLDBINTNumber of calls offered in step 1.OfferedStep1










NULLDBINTReserved for future use.PrecisionQueueID

NULLDBINTNumber of calls queued to the group by the CallRouter duringthe reporting interval. This field is set by the CallRouter.

QueueCalls

NOTNULLDBINTCurrently not used, set to zero (0).RecoveryDay

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

RecoveryKey

NULLDBINTThe value indicates Half Hour boundary interval (0 - 47). Two15 minute interval records will have a unique half hourboundary value.

ReportingHalfHour

NULLDBINTThis value indicates the router to calculate the Call Type andCall Type Skill Group data for that interval. Default: 30.

ReportingInterval

NULLDBINTNumber of calls sent to an agent using this precision queue.RoutedToAgent

NULLDBINTThe number of calls that resulted in an error condition in thereporting interval. This field is applicable to Unified CCEenvironments and to Unified ICM environments where callsare translation-routed to Skill Groups.

RouteError



Keys andNULLOption


NULLDBFLT4Service Level for the skill group during the reporting interval.This value is computed based on the ServiceLevelCalls,ServiceLevelCallsoffered, ServiceLevelCallsAband andCallsDequeued. There are three types of service levelcalculations, and they are determined by the Service Leveltype chosen in configuration. They are:

• Ignore Abandoned Calls ServiceLevel =ServiceLevelCalls / (ServiceLevelCallsoffered -ServiceLevelCallsAband - RouterCallsDequeued)

• Abandoned Calls have Negative Impact ServiceLevel =ServiceLevelCalls / ServiceLevelCallsoffered -RouterCallsDequeued)

• Abandoned Calls have Positive Impact ServiceLevel =(ServiceLevelCalls + ServiceLevelCallsAband) /(ServiceLevelCallsoffered - RouterCallsDequeued)


Note

ServiceLevel

NULLDBINTFor Router Queue Interval, ServiceLevelCalls is calculatedfrom the time the call type changes to the time the call isanswered.

Calls may abandon while in the Skill Group queue, or theymay abandon after they have been routed to a Skill Group.Calls that abandon after they are routed to a Skill Group areidentified by TCD records with abandoned call dispositionflag. If the call is queued and abandons before it is routed toany Skill Groups (within the ServiceLevel threshold), theRouter will increment this value for ALL the Skill Groupsthis call was queued for. If the call abandons after it wasrouted to a Skill Group, that Skill Group will haveServiceLevelCallsAband incremented.


Note

ServiceLevelCalls



Keys andNULLOption


NULLDBINTFor Router Queue Interval, ServiceLevelAband is calculatedfrom the time the call type changes to the time the call isabandoned.

The number of calls that abandoned within the skill groupServiceLevel threshold in the reporting interval. Calls mayabandon while in the Skill Group queue, or they may abandonafter they have been routed to a Skill Group. Calls thatabandon after they are routed to a Skill Group are identifiedby TCD records with abandoned call disposition. If the callis queued and abandons before it is routed to any Skill Groups(within the ServiceLevel threshold), the Router will incrementthis value for ALL the Skill Groups this call was queued for.If the call abandons after it was routed to a Skill Group, thatSkill Group will have ServiceLevelCallsAband incremented.Other Skill Groups will have ServiceLevelCallsDequeuedincremented. Dequeuing the call via Cancel Node has noimpact on ServiceLevelCallsAband.


Note

With the existence of a network VRU, this valueincludes time in the network queue.

Note

ServiceLevelCallsAband

NULLDBINTThe number of queued calls de-queued from a skill groupwithin the skill ServiceLevel threshold in the reportinginterval. Calls may be de-queued via Cancel Queue node orde-queued from this Skill Group to be routed to a differentSkill Group. Note: This field is relevant to the Unified CCEenvironment only. Note: With the existence of a networkVRU, this value includes time in the network queue.




Keys andNULLOption


NULLDBINTThe number of calls routed to a skill group or queued for askill group in the reporting interval. Includes the followingcategories of calls:

• Calls that are answeredwithin the ServiceLevel threshold

• Calls that are abandoned within the ServiceLevelthreshold

• Calls that are redirected within the ServiceLevelthreshold (this is consistent with Call Type ServiceLevel)

• Calls that are not complete after the ServiceLevelthreshold has passed (that is, calls queued longer thanthe Service Level threshold).

ServicelevelCallsOffered field, calls thatencountered an error are counted, irrespective ofhow the calls ended (within or beyond thethreshold). You can use the RouterError field toexclude all the erroneous calls andServiceLevelError field to exclude erroneous callsbefore threshold.Note: This field is relevant to theUnified CCE environment only.

Note


Note


NULLDBINTThe calls that ended in Error state within the skill groupService Level threshold during the reporting interval


Note


Note

ServiceLevelError

NULLDBINTThe calls that redirected on no answer within the Service Levelthreshold during the reporting interval. These calls are partof the ServiceLevelCallsOffered.

Note: This field is relevant to the Unified CCE environmentonly.

Note:With the existence of a network VRU, this valueincludes time in the network queue.

ServiceLevelRONA

NULLDBINTNumber of calls skipped due to Consider If in step 1.SkipStep1






Keys andNULLOption








NOTNULLDBINTThe time zone for the dates and time. The value is the offsetin minutes from UTC (formerly called GMT).

TimeZone

Routing_ClientThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

Each row corresponds to a routing client; that is, an entity that can submit routing requests to the systemsoftware. 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, on page 195 (via RoutingClientID)

Dialed_Number, on page 199 (via RoutingClientID)

Label, on page 264 (via RoutingClientID)



Route_Call_Detail, on page 348 (via RoutingClientID)

Routing_Client_Five_Minute, on page 383 (via RoutingClientID)

Translation_Route_Half_Hour, on page 525 (via RoutingClientID)

Table 314: Indexes for Routing_Client Table



XAK1Routing_Client

PeripheralIDnonclustered located on PRIMARYXIE1Routing_Client

LogicalControllerIDnonclustered located on PRIMARYXIE2Routing_Client


All TablesRouting_Client


RoutingClientIDclustered, unique, primary key located onPRIMARY

XPKRouting_Client

Table 315: Fields in Routing_Client Table

Keys andNULLOption


NOTNULL


ChangeStamp

NOTNULL

DBSMALLINTThe type of client. For an ICRP NIC, this is the typeof the ultimate client on the Network ICM. In allother cases, it is the same as the Logical InterfaceController's ClientType. To see Client Type values,see Client Type, on page 581.

ClientType

NULLvarchar(255)String containing information specific to a routingclient device (for example, a subsystem number). Anull value indicates no configuration parameters areprovided.

ConfigParam



Keys andNULLOption


NULLDBINTCongestion treatment mode for routing clients.


• 0 - Use System Congestion Control: The calltreatment will be applied based on SystemCongestion Control settings.

• 1 - Treat call with Dialed Number DefaultLabel: The calls to be rejected due tocongestion are treated with the default label ofthe dialed number on which the new callarrived.

• 2 - Treat call with Routing Client DefaultLabel: The calls to be rejected due tocongestion are treated with the default label ofthe routing client which of the new call arrived.

• 3 -Treat call with SystemDefault Label: Thecalls to be rejected due to congestion are treatedwith the system default label set in CongestionControl settings.

• 4 - Terminate call with a Dialog Fail orRouteEnd: Terminates the new call dialogwitha dialog failure.

• 5 - Treat call with a Release Message to theRouting Client: Terminates the new call dialogwith a release message.

CongestionTreatmentMode


DateTimeStamp

NULLVNAME32Default label for the routing client to treat the call.This label will respond when congestion treatmentis set to Treat call with System Default Label (3).The label will be sent only to the calls to be rejected.

DefaultLabel

NULLDBINTThe default Media Routing Domain associated withthis routing client.

DefaultMRDomainID

NOTNULL


• Y = Yes

• N= No

Deleted

NULLDESCRIPTIONAdditional information about the routing client.Description



Keys andNULLOption


NOTNULL

DBSMALLINT• 0 =Not to use DN/Label map

• 1 =Use DN/Label map for labels, excludingtranslation route labels

• 2=Use DN/Label map for all labels, includingtranslation route labels

DialedNumberLabelMapPresent

AK-1 NOTNULL

VNAME32An enterprise name for this routing client. The namemust be unique among all routing clients in theenterprise.

EnterpriseName

NOTNULL

DBSMALLINTThreshold value, in milliseconds, for classifyingresponses as late. Any response that exceeds thisthreshold is considered late even if it does not exceedthe TimeoutThreshold.

LateThreshold

FK,, IE-2NOTNULL

DBSMALLINTSpecifies the logical interface controller (PG or NIC)that services the routing client.

LogicalControllerID

NULLVNAME32A name used to associate routing clients acrossinstances.

NetworkRoutingClient

NOTNULL

DBCHARWhen the target of a call transfer is reachable byboth a label defined for the requesting routing clientand by another label defined for the network routingclient that pre-routed the call, this column indicateswhich choice is preferred. Stored as a character:

• Y = Network Transfer is preferred

• N = Network Transfer is not preferred.

NetworkTransferPreferred

FK, IE-1NULL

DBSMALLINTIndicates which peripheral is acting as the interfaceto the system software within a private network.

PeripheralID

PK NOTNULL

DBSMALLINTUnique identifier for this routing client.RoutingClientID

NULLDBINTType of routing for MR client type. The value isNONE by default, or Multichannel whenimplemented with Social Media.

RoutingType

NOTNULL

DBSMALLINTMaximum time, in seconds, for which the routingclient waits for a response. If the routing clientreceives no responses from the system softwarewithin this limit, it terminates routing operation.

TimeoutLimit



Keys andNULLOption


NOTNULL

DBSMALLINTMaximum time, in milliseconds, the routing clientcan wait for a response to a routing request. The NICsends a default response slightly before thisthreshold.

TimeoutThreshold

Routing_Client_Five_MinuteThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

It gets populated on central and HDS databases. This table contains statistics for each routing client duringthe five-minute interval.

The system software generates Routing_Client_Five_Minute records for each routing client.

Related Tables

Physical_Interface_Controller, on page 312(via PhysicalControllerID)


Table 316: Indexes for Routing_Client_Five_Minute Table



XAK1Routing_Client_Five_Minute

DateTime, RoutingClientID,PhysicalControllerID, TimeZone

clustered, unique, primary key located onPRIMARY

XPKRouting_Client_Five_Minute

Table 317: Fields in Routing_Client_Five_Minute Table

Keys andNULLOption


NULLDBINTNumber of Abandoned messages the routing clientsent to the system software during the five-minuteinterval.

AbandonTo5

NULLDBINTNumber of Activity Test messages sent during thefive-minute interval.

ActivityTestTo5

NULLDBINTNumber of announcement labels the system softwaresent to the routing client during the five-minuteinterval.

AnnouncementTo5


All TablesRouting_Client_Five_Minute

Keys andNULLOption


NULLDBINTNumber of Answered messages the routing clientsent to the system software during the five-minuteinterval.

AnswerTo5

NULLDBINTNumber of Called Party Busy messages the routingclient sent to the system software during thefive-minute interval.

CalledPartyBusyTo5

NULLDBINTNumber of Call Event Report messages the routingclient sent to the system software during thefive-minute interval.

CallEventReportTo5

NULLDBINTNumber of Call Gap messages the system softwaresent to the routing client during the five-minuteinterval.

CallGapTo5

NULLDBINTNumber of CallRouter queue messages the systemsoftware sent to the routing client during thefive-minute interval.

CallRouterQueueTo5

NOTNULL

DBINTThe number of responses to the routing client duringthe five-minute interval in which the destination isthe same as the source.

CircularRouteResponsesTo5

NULLDBINTCongestion duration in number of seconds duringthe five minute interval.

CongestionDurationTo5

NULLDBINTNumber of Connect messages the system softwaresent to the routing client during the five-minuteinterval.

ConnectTo5

PK NOTNULL

DBSMALLDATECentral Controller date and time at the start of thefive-minute interval.

DateTime

IE-1 NULLDBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column

DbDateTime

NULLDBINTNumber of destination labels the system softwaresent to the routing client during the five-minuteinterval.

DestinationTo5

NULLDBINTNumber of Dialog Fail Confirmmessages the routingclient sent to the system software during thefive-minute interval.

DialogErrorConfTo5

NULLDBINTNumber of Dialog Fail messages the system softwaresent to the routing client during the five-minuteinterval.

DialogFailTo5



Keys andNULLOption


NOTNULL

DBINTDuring the five-minute, the number of requests fromthe routing client discarded because of an internalconstraint, such as buffering.

DiscardedCallsTo5

NULLDBINTNumber of Disconnect messages the routing clientsent to the system software during the five-minuteinterval.

DisconnectTo5

NULLDBINTHighest congestion level in a five-minute interval.HighestCongestionLevelTo5

NULLDBINTThe number of calls routed in a 100-millisecondperiod.

Histogram0


Histogram1


Histogram2


Histogram3


Histogram4


Histogram5


Histogram6


Histogram7


Histogram8


Histogram9


Histogram10


Histogram11


Histogram12


Histogram13



Keys andNULLOption



Histogram14


Histogram15


Histogram16


Histogram17


Histogram18

NULLDBINTNumber of responses to the routing client thatexceeded the late threshold but did not timeout.

Histogram19

NOTNULL

DBINTTotal number of calls during the five-minute intervalthat were responded to after the late threshold.

LateCallsTo5

NOTNULL

DBINTMaximum delay, in milliseconds, of responses tothe routing client during the five-minute interval.

MaxDelay

NOTNULL

DBINTMean time, in milliseconds, for the responses to therouting client during the five-minute interval.

MeanResponseTo5

NULLDBINTNumber of Busy labels the system software sent tothe routing client during the five-minute interval.

NetworkBusyTo5

NULLDBINTNumber of Network Default responses the systemsoftware sent to the routing client during the five-minute interval.

NetworkDefaultTo5

NULLDBINTNumber of Post-Query labels the system softwaresent to the routing client during the five-minuteinterval.

NetworkPostQueryTo5

NULLDBINTNumber of Network Resource labels the systemsoftware sent to the routing client during thefive-minute interval.

NetworkResourceTo5

NULLDBINTNumber of Ring labels the system software sent tothe routing client during the five-minute interval.

NetworkRingTo5

NULLDBINTNumber of New Call messages the routing clientsent to the system software during the five-minuteinterval.

NewCallTo5



Keys andNULLOption


NULLDBINTNumber of No Answer messages the routing clientsent to the system software during the five-minuteinterval.

NoAnswerTo5

NULLDBINTNumber of Alternate Confirmations sent (NIC) orreceived (PG) in the five-minute window.

NumAlternateCallConfTo5

NULLDBINTNumber of Alternate Requests sent (PG) or received(NIC) in the five-minute window.

NumAlternateCallReqTo5

NULLDBINTThe number of blind transfer confirmationmessagesthe routing client sent during the five-minuteinterval.

NumBlindTransferConfTo5

NULLDBINTNumber of Established Events sent (NIC) or received(PG) in the five-minute window.

NumCallEstablishedEventTo5

NULLDBINTThe number of call failure event messages therouting client sent during the five-minute interval.

NumCallFailedEventTo5

NULLDBINTNumber of Held Events sent (NIC) or received (PG)in the five-minute window..

NumCallHeldEventTo5

NULLDBINTNumber of Originated Events sent (NIC) or received(PG) in the five-minute window..

NumCallOriginatedEventTo5

NULLDBINTThe number of cancel indications the VRU routingclient sent to the VRU during the five-minuteinterval.

NumCancelInd

NULLDBINTNumber of Conference Confirmations sent (NIC) orreceived (PG) in the five-minute window.

NumConferenceCallConfTo5

NULLDBINTNumber of Conference Requests sent (PG) orreceived (NIC) in the five-minute window.

NumConferenceCallReqTo5

NULLDBINTNumber of Conferenced Events sent (NIC) orreceived (PG) in the five-minute window.

NumConferencedEventTo5

NULLDBINTNumber of Connection Cleared Events sent (NIC)or received (PG) in the five-minute window.

NumConnectionClearedEventTo5

NULLDBINTNumber of Network Consult Confirmations(responses to Connect with operation code Consult)sent (NIC) or received (PG) in the five-minutewindow..

NumConsultConfTo5

NULLDBINTNumber of Consultative Transfer Confirmations sent(NIC) or received (PG) in the five-minute window.

NumConsultTransferConfTo5



Keys andNULLOption


NULLDBINTNumber of Consultative Transfer Requests sent (PG)or received (NIC) in the five-minute window.

NumConsultTransferReqTo5

NULLDBINTNumber of Drop Connection Confirmations sent(NIC) or received (PG) in the five-minute window.

NumDropConnectionConfTo5

NULLDBINTNumber of Drop Connection Requests sent (PG) orreceived (NIC) in the five-minute window.

NumDropConnectionReqTo5

NULLDBINTNumber of Reconnect Confirmations sent (NIC) orreceived (PG) in the five-minute window.

NumReconnectCallConfTo5

NULLDBINTNumber of Reconnect Requests sent (PG) orreceived (NIC)in the five-minute window.

NumReconnectCallReqTo5

NULLDBINTNumber of Retrieved Events sent (NIC) or received(PG) in the five-minute window.

NumRetrievedEventTo5

NULLDBINTThe number of release indications the VRU routingclient sent to the VRU in the five-minute window.

NumReleaseInd

NULLDBINTThe number of transfer event messages the routingclient sent during the five-minute interval.

NumTransferEventTo5

NULLDBINTNumber of peripheral queue messages the systemsoftware sent to the routing client during the rolllingfive-minute interval.

PeripheralQueueTo5

PK, FKNOTNULL

DBSMALLINTForeign key from Physical Interface Controller table.PhysicalControllerID

NOTNULL

DBINTNumber of requests from the routing client thatproduced errors during the five-minute interval.

This field will increment only when:

- A pre-routed (that is, translation-routed)call terminates before reaching itsdestination target for reasons other thanexceeding the late threshold, timing-out,or being discarded.

- A post-routed call terminates for reasonsother than timing-out, being rejected forcarrying duplicate invocation, due to aninactive Routing Client service, or beingassociated with Network Transfer.

Note

RcvInErrorTo5

NOTNULL




Keys andNULLOption


AK-1 NOTNULL


RecoveryKey

NULLDBINTThe total number of calls rejected due to congestionin the five-minute interval

RejectedRequestsTo5

NULLDBINTNumber of Request Instructionmessages the routingclient sent to the system software during thefive-minute interval.

ReqInstrTo5

NULLDBINTNumber of ReRoute Request messages the routingclient sent to the system software during thefive-minute interval.

ReRouteReqTo5

NOTNULL

DBINTNumber of route responses to the routing clientduring the five-minute interval.

ResponsesTo5

NULLDBINTNumber of Route Select Failuremessages the routingclient sent to the system software during thefive-minute interval.

RouteSelectFailureTo5

PK, FKNOTNULL

DBSMALLINTForeign key from Routing Client table.RoutingClientID

NULLDBINTNumber of Run Script messages the system softwaresent to the routing client during the five-minuteinterval.

RunScriptTo5

NULLDBINTNumber of Script Response messages the routingclient sent to the system software during the fiveminute interval.

ScriptRespTo5

NOTNULL

DBINTTotal number of calls during the five-minute intervalthat were responded to after the timeout threshold.

TimeoutCallsTo5

PK NOTNULL


TimeZone

NULLDBINTNumber of translation route requests initiated by therouting client that were aborted during thefive-minute interval.

TranslationRouteAbortedTo5

NULLDBINTNumber of translation route requests received by therouting client that exceeded the timeout thresholdduring the rollingfive-minute interval.

TranslationRouteTimedOutTo5



ScheduleThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Each row describes a schedule to be imported from an external system. Imported data are stored in theSchedule_Import and Schedule_Import_Real_Time tables.

Use the Workforce Management System Import tool to create, delete, or modify Schedule rows.

Related Tables

Agent, on page 16 (via ScheduleID)


ICR_View, on page 252 (via ICRViewID)

Import_Log, on page 254 (via ScheduleID)

Import_Schedule, on page 263 (via ScheduleID)

Schedule_Import, on page 392(via ScheduleID)

Schedule_Import_Real_Time, on page 394 (via ScheduleID)

Schedule_Map, on page 396 (via ScheduleID)

Schedule_Report, on page 397 (via ScheduleReportID)

Schedule_Source, on page 399(via ScheduleSourceID)

Scheduled_Target, on page 400 (via ScheduleID)

Service, on page 413 (via ScheduleID)

Service_Array, on page 416 (via ScheduleID)

Skill_Group, on page 452 (via ScheduleID)

Table 318: Indexes for Schedule Table



XAK1Schedule

ScheduleReportIDnonclustered located on PRIMARYXIE1Schedule

ScheduleSourceIDnonclustered located on PRIMARYXIE2Schedule

ICRViewIDnonclustered located on PRIMARYXIE3Schedule

ScheduleIDclustered, unique, primary key locatedon PRIMARY

XPKSchedule


All TablesSchedule

Table 319: Fields in Schedule Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL


• Y = Yes

• N=No

Deleted

NULLDESCRIPTIONAdditional information about the schedule.Description

AK-1 NOTNULL

VNAME32A unique name for the schedule.EnterpriseName

AK-1, FKNOTNULL

DBINTIf partitioning is enabled, indicates the businessentity to which the schedule belongs.

EntityID

FK, IE-3NULL

DBINTForeign key to a description of how the systemsoftware interprets the Schedule_Import data for theschedule.

ICRViewID

PK NOTNULL

DBINTA unique identifier for the schedule.ScheduleID

NOTNULL

DBINTThe number of minutes in each scheduling interval.A schedule can contain different data for eachinterval.

SchedulePeriod

FK, IE-1NULL

DBINTForeign key to the schedule report.ScheduleReportID

FK, IE-2NULL

DBINTForeign key to a description of the source fromwhich the schedule is imported.

ScheduleSourceID

NOTNULL

DBINTThe type of the schedule:

• 1 = TCS

• 2 = Custom

• 5 = Report Export

• 6 = Periodic

ScheduleType


All TablesSchedule

Schedule_ImportThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Contains the schedule data imported from a source system. Only specific fields within this table are meaningfulfor any schedule type. The meaning of the imported data is described by the ICR_View and View_Columntables.

Related Table


Table 320: Indexes for Schedule_Import Table



XAK1Schedule_Import

DateTime, ScheduleID, TimeZoneclustered, unique, primary key locatedon PRIMARY

XPKSchedule_Import

Table 321: Fields in Schedule_Import Table

Keys andNULLOption


NOTNULL

DBCHARAn imported value.Bool1

NOTNULL

DBCHARAn imported value.Bool2

PK NOTNULL

DBDATETIMEThe date and time at which the schedule data in therecord becomes effective.

DateTime

NULLDBDATETIMEAn imported value.DateTime1



NULLDBFLT8An imported value.Double1






All TablesSchedule_Import

Keys andNULLOption







NULLDBINTAn imported value.Long1















AK-1 NOTNULL


RecoveryKey

PK, FKNOTNULL

DBINTForeign key to the Schedule for which the data areimported.

ScheduleID

NULLDESCRIPTIONAn imported value.String1




All TablesSchedule_Import

Keys andNULLOption




PK NOTNULL


TimeZone

Schedule_Import_Real_TimeThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Local database only. The scheduling data for the current time period as imported from an external source.

Related Table

Schedule, on page 390 (viaScheduleID)

Table 322: Indexes for Schedule_Import_Real_Time Table


DateTime, ScheduleID, TimeZoneclustered, unique, primary key locatedon PRIMARY

XPKSchedule_Import_Real_Time

Table 323: Fields in Schedule_Import_Real_Time Table

Keys andNULLOption


NULLDBCHARAn imported value.Bool1

NULLDBCHARAn imported value.Bool2

PK NOTNULL

DBDATETIMEThe date and time at which the schedule data in therecord becomes effective.

DateTime






All TablesSchedule_Import_Real_Time

Keys andNULLOption


























PK, FKNOTNULL

DBINTAn imported value. Foreign key to the Schedule forwhich the data are imported.

ScheduleID



All TablesSchedule_Import_Real_Time

Keys andNULLOption






PK NOTNULL


TimeZone

Schedule_MapThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Identifies the primary key values from a schedule in the external data source from which it is imported. Eachschedule has one Schedule_Map row for each component of the primary key. If the primary key is a compoundkey, the schedule has multiple Schedule_Map rows.

Related Table

Schedule, on page 390 (viaScheduleID)

Table 324: Indexes for Schedule_Map Table


ScheduleIDnonclustered located on PRIMARYXIE1Schedule_Map

ScheduleMapIDclustered, unique, primary key locatedon PRIMARY

XPKSchedule_Map

Table 325: Fields in Schedule_Map Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp


All TablesSchedule_Map

Keys andNULLOption


NULLDESCRIPTIONIAdditional information about the key field.Description

NOTNULL

VNAME32The name of a primary key field.FieldName

NOTNULL

DESCRIPTIONThe value of the primary key field for the schedule.FieldValue

IE-1, FKNOTNULL

DBINTForeign key that identifies the schedule.ScheduleID

PKNOTNULL

DBINTA unique identifier for the record.ScheduleMapID

Schedule_ReportThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Each row describes a report used to export information from the ICM platform to a workforce managementsystem.

Related Tables

Schedule, on page 390 (via ScheduleReportID)

Schedule_Report_Input, on page 398 (via ScheduleReportID)

Table 326: Indexes for Schedule_Report Table



XAK1Schedule_Report

ScheduleReportIDclustered, unique, primary key locatedon PRIMARY

XPKSchedule_Report

Table 327: Fields in Schedule_Report Table

Keys andNULLOption


NOTNULL


ChangeStamp


All TablesSchedule_Report

Keys andNULLOption



DateTimeStamp

NULLDESCRIPTIONAdditional information about the report.Description

AK-1 NOTNULL

VNAME32A name that is unique among all schedule reportsdefined in the system database.

EnterpriseName

AK-1, FKNOTNULL


EntityID

NULLvarchar(255)For a SQL report, the UNC name of the file.PathName

NOTNULL

DBINTThe type of report:

• 8 = Based on a template.

• 9= Based on a SQL report.

ReportType

PK NOTNULL

DBINTA unique identifier for the report.ScheduleReportID

NULLVNAME32For a SQL report, the name of the system containingthe report.

SystemName

NULLvarchar(255)For a template-based report, the time zone offset touse with the template.

SystemTimeZone

NULLVNAME32For a template-based report, the category used tolocate the template.

TemplateCategory

NULLvarchar(255)For a template-based report, the name of the templateused to create the report.

TemplateName

NULLvarchar(255)For a template-based report, options used with thetemplate: /H to include the SQL header and columnname information; /A to append to the output file

TemplateOptions

NULLVNAME32For a template-based report, the scope used to locatethe template.

TemplateScope

Schedule_Report_InputThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Specifies the targets that are used with a template to create a schedule report.


All TablesSchedule_Report_Input

Related Tables

Schedule_Report, on page 397 (via ScheduleReportID)

Table 328: Indexes for Schedule_Report_Input Table


ScheduleReportIDnonclustered located on PRIMARYXIE1Schedule_Report_Input

ScheduleReportInputIDclustered, unique, primary key locatedon PRIMARY

XPKSchedule_Report_Input

Table 329: Fields in Schedule_Report_Input Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the target.Description

NOTNULL

DBINTForeign key from a configuration table. This isalways an ID field.

ForeignKey

FK, IE-1NOTNULL

DBINTIdentifies the associated schedule report.ScheduleReportID

PK NOTNULL

DBINTA unique identifier for the report input row. To seethe possible values, see Target Types: Script CrossReference and Scheduled Report Input, on page 602.

ScheduleReportInputID

NOTNULL

DBINTType of table to which the ForeignKey applies. Tosee the list of values, see Target Types: Script CrossReference and Scheduled Report Input, on page 602.

TargetType

Schedule_SourceThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Each row indicates the system and path from which the associated schedule data are imported.

Related Table

Schedule, on page 390 (via ScheduleSourceID)


All TablesSchedule_Source

Table 330: Indexes for Schedule_Source Table


EntityIDnonclustered located on PRIMARYXIE1Schedule_Source

ScheduleSourceIDclustered, unique, primary key locatedon PRIMARY

XPKSchedule_Source

Table 331: Fields in Schedule_Source Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the data source.Description

FK, IE-1NULL


EntityID

NULLDESCRIPTIONThe full file path from which data are retrieved.FilePath

NULLvarchar(64)The user name to use when logging into the system.LoginName

PK NOTNULL

DBINTA unique identifier for the record.ScheduleSourceID

NOTNULL

VNAME32The name of the system.SystemName

NULLvarchar(32)The password to use when logging into the system.SystemPassword

NULLvarchar(255)The time zone for the system. The value is the offsetin minutes from UTC (formerly called GMT).

SystemTimeZone

NOTNULL

DBINTThe type of system from which the data areimported.

SystemType

Scheduled_TargetThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.

Each row represents a scheduled target. A scheduled target is not associated with a peripheral and the systemsoftware 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.


All TablesScheduled_Target

Use the Scheduled Target Explorer to create, delete, and update scheduled targets.

Related Tables




Scheduled_Target_Real_Time, on page 402 (via NetworkTargetID)

Table 332: Indexes for Schedule_Target Table



XAK1Scheduled_Target

CustomerDefinitionIDnonclustered located on PRIMARYXIE1Scheduled_Target


XPKScheduled_Target

Table 333: Fields in Scheduled_Target Table

Keys andNULLOption


NOTNULL


ChangeStamp

FK, IE-1NULL

DBINTIdentifies the customer definition associated withthe scheduled target.



DateTimeStamp

NULLDESCRIPTIONAdditional information about the scheduled target.Description

AK-1 NOTNULL

VNAME32A name that is unique among all scheduled targetsdefined in the system database.

EnterpriseName

PK, FKNOTNULL

DBINTIdentifier that is unique among all announcements,peripheral targets, and scheduled targets in thesystem.

NetworkTargetID

FK NULLDBINTIdentifies the schedule associated with the scheduledtarget.

ScheduleID


All TablesScheduled_Target

Scheduled_Target_Real_TimeThis table is in the Route category (see Route, on page 560). To see database rules for these tables, see RouteTables, on page 621.


Contains one row for each scheduled target. The system software updates the real-time data each time it sendsa 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, on page 400 (via NetworkTargetID)

Table 334: Indexes for Scheduled_Target_Real_Time Table



XPKScheduled_Target_Real_Time

Table 335: Fields in Scheduled_Target_Real_Time Table

Keys andNULLOption


NULLDBINTThe number of calls currently in progress at thescheduled target.

CallsInProgress

NOTNULL

DBDATETIMEThe date and time when the row was last updated.DateTime

NULLDBINTThe maximum number of simultaneous calls thetarget can handle for the current time period (basedon its schedule).

MaxCallsInProgress

PK, FKNOTNULL

DBINTIdentifies the scheduled target.NetworkTargetID

NULLDBINTNumber of calls currently queued at the CallRouterfor this target.

RouterCallsQNow

ScriptThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.


All TablesScheduled_Target_Real_Time

Each row represents a version of a routing script or an administrative script. You can save multiple versionsof each script. The binary representation of the script version is stored in the Script_Data table. Generalinformation 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, on page 129 (via ScriptID)


Route Call Data (via ScriptID)

Script_Cross_Reference, on page 404 (via ScriptID)

Script_Data, on page 405 (via ScriptID)

Script_Five_Minute, on page 406 (via ScriptID)

Script_Print_Control, on page 407(via ScriptID)

Script_Real_Time, on page 409 (via ScriptID)

Script_Queue_Real_Time, on page 408 (via ScriptID)

Table 336: Indexes for Script Table



XIE1Script

MasterScriptID, Versionnonclustered, unique, unique keylocated on PRIMARY

XAK1Script

ScriptIDclustered, unique, primary key locatedon PRIMARY

XPKScript

Table 337: Fields in Script Table

Keys andNULLOption


NULLVNAME32User name of person who last modified the scriptversion.

Author

NOTNULL


ChangeStamp


DateTimeStamp

NOTNULL

DBDATETIMEThe date and timewhen the script version was saved.DateTime


All TablesScript

Keys andNULLOption


NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONFurther information about the script.Description

NOTNULL

DBINTNumber of bytes of data in the binary representationof the script.

Length

AK-1, FKNOTNULL

DBINTForeign key from the Master Script table.MasterScriptID

NULLDBINTIf this version was created by using Quick Edit, thisfield indicates the previous script version. Themetering information from the base version can becarried over to the new version.

QuickEditBaseVersion

PK NOTNULL

DBINTUnique identifier for a specific version of a script.ScriptID

NOTNULL

DBCHARIndicates whether the script was saved in an invalidstate.

Valid

AK-1 NOTNULL

DBINTThe active version of the master script. The systemsoftware uses only the active version.

Version

Script_Cross_ReferenceThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

It contains information about which configuration objects each script version references. This information isused 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, on page 348 (via LocalID)


Table 338: Indexes for Script_Cross_Reference Table


ForeignKeynonclustered located on PRIMARYXIE1Script_Cross_Reference


All TablesScript_Cross_Reference


ScriptID, LocalIDclustered, unique, primary key locatedon PRIMARY

XPKScript_Cross_Reference

Table 339: Fields in Script_Cross_Reference Table

Keys andNULLOption


IE-1 NOTNULL

DBINTForeign key from a configuration table. This isalways an ID field.

ForeignKey

PK NOTNULL

DBINTLocal ID in script that cross references a foreign keyfield in one of the other configuration tables.

LocalID

PK, FK,NOTNULL

DBINTForeign key from Script table.ScriptID

NOTNULL

DBSMALLINTType of table to which the ForeignKey applies. Tosee the possible values, see Target Types: ScriptCross Reference and Scheduled Report Input, onpage 602.

TargetType

Script_DataThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

It contains a binary version of a routing script or administrative script. A long script may require multipleScript_Data rows.

The Script Editor automatically maintains the Script_Data table.

Related Tables


Table 340: Indexes for Script_Data Table


ScriptID, RowOrderclustered, unique, primary key locatedon PRIMARY

XPKScript_Data


All TablesScript_Data

Table 341: Fields in Script_Data Table

Keys andNULLOption


PK NOTNULL

DBINTOrdinal number of the rows that apply to a specificscript.

RowOrder

NULLimageInternal script representation.ScriptData

PK, FKNOTNULL


Script_Five_MinuteThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

It gets populated on central and HDS databases. This table contains statistics about each script version for themost recent five-minute interval. The system software generates Script_Five_Minute records for each script.

Related Tables


Table 342: Indexes for Script_Five_Minute Table



XAK1Script_Five_Minute

ScriptID, DateTime, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKScript_Five_Minute

Table 343: Fields in Script_Five_Minute Table

Keys andNULLOption


NOTNULL

DBINTNumber of calls that came into the script during thefive-minute interval.

CallsIncomingTo5

NOTNULL

varcharAn array indicating the number of calls that traversedeach node of the script during the five-minuteinterval. Each element in the array is a short integer.An array for a script with 40 nodes is stored in thedatabase as a varbinary(80) array.

CallsPerNode


All TablesScript_Five_Minute

Keys andNULLOption


NOTNULL

DBINTNumber of calls that came into the script during thefive-minute interval.

CallsRoutedTo5

PK NOTNULL

DBSMALLDATECentral Controller date and time at start offive-minute interval.

DateTime

NOTNULL


AK-1 NOTNULL


RecoveryKey

PK, FKNOTNULL

DBINTForeign key from the Script table.ScriptID

PK NOTNULL


TimeZone

Script_Print_ControlThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Each row contains default print settings for a specific script version. The Script Editor automatically maintainsthe Script_Print_Control table.

Related Tables


Table 344: Indexes for Script_Print_Control Table


ScriptIDnonclustered, unique, unique keylocated on PRIMARY

XAK1Script_Print_Control

ScriptPrintControlIDclustered, unique, primary key locatedon PRIMARY

XPKScript_Print_Control


All TablesScript_Print_Control

Table 345: Fields in Script_Print_Control Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLvarchar(255)A string specifying the print settings for the script.PrintControlSettings

AK-1, FKNOTNULL


PK NOTNULL

DBINTA unique identifier for the row.ScriptPrintControlID

Script_Queue_Real_TimeThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Local database only. Contains data on how tasks are processed in a script queue.

Related Tables


Table 346: Indexes for Script_Queue_Real_Time Table


ScriptID, QueueNodeclustered, unique, primary key locatedon PRIMARY

XPKScript_Queue_Real_Time

Table 347: Fields in Script_Queue_Real_Time Table

Keys andNULLOption


NOTNULL

DBDATETIMEThe data and time at which this data was lastupdated.

DateTime

PK NOTNULL

DBINTThe local script node identifier.QueueNode


All TablesScript_Queue_Real_Time

Keys andNULLOption


PK, FKNOTNULL

DBINTThe system identifier of the application path withwhich this row is associated.

ScriptID

NULLDBINTThe number of tasks queued at this script node.TasksQueued

NULLDBDATETIMEThe time in queue for the longest task.TimeInQueue

Script_Real_TimeThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.


Contains real time information about each script. The system software updates the real-time data each timeit executes a script. The Administration & Data Server receives updated data every 15 seconds. The real-timedata for current script versions is updated at midnight.

Related Tables


Table 348: Indexes for Script_Real_Time Table


ScriptIDclustered, unique, primary key locatedon PRIMARY

XPKScript_Real_Time

Table 349: Fields in Script_Real_Time Table

Keys andNULLOption


NOTNULL

DBINTNumber of times the script has executed sincemidnight. For a routing script, this is the number ofcalls processed.

Calls

NOTNULL

DBINTCPU time spent processing the script.CpuTime

NOTNULL


DateTime

NOTNULL

DBINTElapsed time spent processing the script.ElapsedTime


All TablesScript_Real_Time

Keys andNULLOption


PK, FKNOTNULL

DBINTForeign key from the Script Table.ScriptID

NULLimageInternal real time data for the script.ScriptMeters

Script_TableThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Each row describes a table from an external database that can be queried from within routing scripts oradministrative 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, on page 411 (via ScriptTableID)

Table 350: Indexes for Script_Table Table



XAK1Script_Table

ScriptTableIDclustered, unique, primary key locatedon PRIMARY

XPKScript_Table

Table 351: Fields in Script_Table Table

Keys andNULLOption


NOTNULL

DBSMALLINTIndicates how to query data from the table. Currentlyonly SQL (1) is supported.

AccessType

NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONFurther information about the external table.Description

AK-1 NOTNULL

VNAME32A name that is unique among all script tables definedin the system database.

EnterpriseName


All TablesScript_Table

Keys andNULLOption


PK NOTNULL

DBINTA unique identifier for the external table.ScriptTableID

NULLDESCRIPTIONThe path of the database table as reached by Side Aof the Central Controller.

SideA

NULLDESCRIPTIONThe path of the database table as reached by Side Bof the Central Controller.

SideB

NOTNULL

DBINTIndicates the connection mode type to the externaldatabase.

0 - Non-Secured Mode

1 - Secured mode

The default values is 0.Note

SecuredMode

NULLDBINTFuture useFutureUseInt1

NULLDBINTFuture useFutureUseInt2

NULLVARCHAR(64)Future UseFutureUseVarChar1

NULLVARCHAR(64)Future UseFutureUseVarChar2

Script_Table_ColumnThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Each row describes a column in a table from an external database that can be queried from within routingscripts or administrative scripts.

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

Related Tables

Script, on page 402 (via ScriptTableID)

Table 352: Indexes for Script_Table_Column Table


ScriptTableID, ColumnNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Script_Table_Column

ScriptTableColumnIDclustered, unique, primary key locatedon PRIMARY

XPKScript_Table_Column


All TablesScript_Table_Column

Table 353: Fields in Script_Table_Column Table

Keys andNULLOption


NOTNULL


ChangeStamp

AK-1 NOTNULL

VNAME32The name of the column in the external database.ColumnName


DateTimeStamp

NULLDESCRIPTIONAdditional information about the column.Description

PK NOTNULL

DBINTA unique identifier for this script table column.ScriptTableColumnID

AK-1, FKNOTNULL

DBINTForeign key from the Script_Table table.ScriptTableID

Sec_GroupThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Used internally to track the state of records in the User_Group table. The Sec_Group table contains one rowfor each User_Group row.

Related Table

User_Group, on page 536 (via UserGroupID)

Table 354: Indexes for Sec_Group Table


UserGroupIDclustered, unique, primary key locatedon PRIMARY

XPKSec_Group

Table 355: Fields in Sec_Group Table

Keys andNULLOption


PK, FKNOTNULL

DBINTForeign key from the User_Group table.UserGroupID


All TablesSec_Group

Keys andNULLOption


NOTNULL

varchar(64)The name of the group.UserGroupName

Sec_UserThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Used internally to track the state of users in the User_Group table. The Sec_User table contains one row foreach User_Group row that represents a user (rather than a group).

Related Table


Table 356: Indexes for Sec_User Table


UserGroupIDclustered, unique, primary key locatedon PRIMARY

XPKSec_User

Table 357: Fields in Sec_User Table

Keys andNULLOption


PK, FKNOTNULL


NOTNULL

varchar(64)The name of the user.UserGroupName

ServiceThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

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, on page 236(via SkillTargetID)


All TablesSec_User



Route, on page 346 (via SkillTargetID)


Service_Array_Member, on page 418 (SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID)

Service_Five_Minute, on page 419 (via SkillTargetID)

Service_Member, on page 434 (via SkillTargetID)

Service_Real_Time, on page 435 (via SkillTargetID)


Termination_Call_Detail, on page 506(ServiceSkillTargetID maps to Service.SkillTargetID)

Table 358: Indexes for Service Table



XAK1Service

PeripheralID, PeripheralNumbernonclustered, unique, unique keylocated on PRIMARY

XAK2Service

ScheduleIDnonclustered located on PRIMARYXIE1Service


XIE2Service

SkillTargetIDclustered, unique, primary key locatedon PRIMARY

XPKService

Table 359: Fields in Service Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLvarchar(255)Incremented when the record is changed in thecentral database.

ConfigParam


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted


All TablesService

Keys andNULLOption


NULLDESCRIPTIONAdditional information about the service.Description


DepartmentID

AK-1 NOTNULL

VNAME32An enterprise name for the service. This name mustbe unique among all the services in the enterprise.

EnterpriseName

NULLVTELNO10The extension number for the skill group (used bythe Definity ECS ACD).

Extension

FK NOTNULL

DBINTThe Media Routing Domain associated with thisservice.

MRDomainID

AK-2, FKNOTNULL


NOTNULL

VNAME32Service name as known at the peripheral.PeripheralName

AK-2 NOTNULL

DBINTService number as known at the peripheral. Thisfield together with PeripheralID form an alternateunique key.

PeripheralNumber

NOTNULL

DBSMALLINTType of service level calculation to be used in thePeriphServiceLevel fields of Service Real Time andService Half Hour tables. Valid Aspect types are:




• 4 = Service Level as Calculated by Call Center.

If this field is 0 for a service, the system softwareassumes the default specified for the associatedperipheral.

If the peripheral is not an Aspect ACD, the typemustbe 4 (calculated by the peripheral)

PeripheralServiceLevelType

FK, IE-1NULL

DBINTIdentifies an imported schedule associated with theservice.

ScheduleID

NOTNULL

DBINTThe service level threshold, in seconds, for theservice level. If this field is negative, the value ofthe ServiceLevelThreshold field in the Peripheraltable is used.



All TablesService

Keys andNULLOption


NOTNULL

DBSMALLINTFor Non-Unified CCE, indicates how the systemsoftware calculates the service level for the service:

• 0 = Use the default specified for the associatedperipheral.

• 1 = Ignore Abandoned Calls. (Remove theabandoned calls from the calculation.)

• 2 = Abandoned Calls have Negative Impact.(Treat the abandoned calls as though theyexceeded the service level threshold.)

• 3 = Abandoned Calls have Positive Impact.(Treat the abandoned calls as through they wereanswered within the service level threshold.)

Regardless of which calculation youchoose, the system software always tracksseparately the number of calls abandonedbefore the threshold expired.

Note

For Unified CCEthe value of this field is always 1(ignore abandoned calls) for services associated withUnified CM peripherals. This is because calls to aUnified CM peripheral have no service associatedwith themwhile they are queued, and therefore callsabandoned while queued cannot affect thecomputation of service level for a Unified CMservice.

ServiceLevelType

PK, FKNOTNULL


SkillTargetID

NOTNULL

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

UserDeletable

Service_ArrayThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.

A service array is a collection of service which might be associated with different peripherals, but are allassociated with the same Peripheral Gateway (PG). You can route calls to a service array and let the PG chooseamong the member services.

Use the Service Explorer tool to add, update, and delete Service_Array records.


All TablesService_Array

Related Tables



Service_Array_Member, on page 418 (via SkillTargetID)



Table 360: Indexes for Service_Array Table



XAK1Service_Array

SkillTargetIDnonclustered located on PRIMARYXIF110Service_Array

LogicalControllerIDnonclustered located on PRIMARYXIF120Service_Array

ScheduleIDnonclustered located on PRIMARYXIF121Service_Array


XPKService_Array

Table 361: Fields in Service_Array Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the service array.Description

AK-1 NOTNULL

VNAME32An enterprise name for the service array. This namemust be unique among all service arrays in theenterprise.

EnterpriseName

FK NOTNULL

DBSMALLINTIdentifies the Peripheral Gateway associated withthe service array.

LogicalControllerID

FK NULLDBINTIdentifies a schedule associated with the servicearray.

ScheduleID

PK NOTNULL


SkillTargetID


All TablesService_Array

Service_Array_MemberThis table is one of the Enterprise tables (see Enterprise, on page 557). For database rules see Enterprise Tables,on page 620.

It maps individual services to a service array. The member services in a service array must all be associatedwith 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.


Related Tables

Service_Array, on page 416 (ServiceArraySkillTargetID maps to Service_Array.SkillTargetID)


Table 362: Indexes for Service_Array_Member Table


ServiceArraySkillTargetIDnonclustered located on PRIMARYXIF122Service_Array_Member

ServiceSkillTargetIDnonclustered located on PRIMARYXIF123Service_Array_Member

ServiceArraySkillTargetID,ServiceSkillTargetID

clustered, unique, primary key locatedon PRIMARY

XPKService_Array_Member

Table 363: Service_Array_Member Table Constraints

Field nameConstraint

ServiceArraySkillTargetIDPK

ServiceSkillTargetIDPK

ServiceArraySkillTargetIDFK

Table 364: Fields in Service_Array_Member Table

Keys andNULLOption


PK, FKNOTNULL

DBINTIdentifies the service array.ServiceArraySkillTargetID

PK NOTNULL

DBINTIdentifies a service that is a member of the servicearray.



All TablesService_Array_Member

Service_Five_MinuteThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

It gets populated on central and HDS databases. This table contains statistics about each service during themost recent five-minute interval. The system software generates Service_Five_Minute records for each service.


Related Table


Table 365: Indexes for Service_Five_Minute Table



XAK1Service_Five_Minute

DateTime, SkillTargetID, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKService_Five_Minute

Table 366: Fields in Service_Five_Minute Table

Keys andNULLOption


NULLDBINTNumber of service agents in the talking state at theend of the five-minute interval.

AgentsTalking

NULLDBINTAverage delay time of abandoned calls in queue forthe service during the five-minute interval.

AvgDelayQAbandTo5

NULLDBINTAverage delay for calls currently queued for theservice at the end of the five-minute interval.

AvgDelayQNow

NULLDBINTThe average handled calls time in seconds for callsto the service that ended during the five-minuteinterval. HandleTime is tracked only for inboundACD calls that are counted as handled for theservice. HandleTime is the time spent from the callbeing answered by the agent to the time the agentcompleted after-call work time for the call. Thisincludes any TalkTime, HoldTime, and WorkTimeassociated with the call. The AvgHandleTime valueis updated in the database when the after-call worktime associated with the call is completed.

AvgHandleTimeTo5

NULLDBINTAverage answer wait time for all incoming calls tothe service during the five-minute interval.

AvgSpeedAnswerTo5


All TablesService_Five_Minute

Keys andNULLOption


NULLDBINTThe average talk time in seconds for calls to theservice during the five-minute interval. Talk timeincludes the time that calls were in a talking or holdstate. It is populated with the TalkTime andHoldTime associatedwith call to the service or route.The field is updated in the database when allafter-call work associatedwith the calls is completed.

AvgTalkTimeTo5

NULLDBINTNumber of calls to this service abandoned sincemidnight.

CallsAbandQToday

NULLDBINTNumber of calls to the service answered by agentsduring the five-minute interval.

CallsAnsweredTo5

NULLDBINTNumber of calls to the service answered by agentssince midnight.

CallsAnsweredToday

NULLDBINTNumber of calls handled for the service endingduring the five-minute interval. A handled call is:




CallsHandledTo5

NULLDBINTNumber of calls handled to completion by theservice since midnight.

CallsHandledToday

NULLDBINTNumber of incoming calls to this service sincemidnight. Incoming calls include only InboundACDcalls arriving on trunks (that is, calls that are notinternally generated).

CallsIncomingToday

NULLDBINTNumber of inbound and outbound calls that hadpreviously been offered (for example, calls beingplayed an announcement, queued calls, or connectedcalls) and are currently being handled for the service.

CallsInProgress

NULLDBINTNumber of calls to the service that were removedfrom queue during the five-minute interval (used tocalculate expected delay).

CallsLeftQTo5

NULLDBINTNumber of calls offered to the service during thefive-minute interval.

CallsOfferedTo5



Keys andNULLOption


NULLDBINTNumber of incoming calls plus internal calls offeredto this service since midnight.

CallsOfferedToday

NULLDBINTCalls in queue for the service at the peripheral at theend of the five-minute interval. A call that queuesmultiple times will be counted as queued once forthe service.

CallsQNow

NULLDBINTNumber of calls the system software routed to thisservice since midnight.

CallsRoutedToday

PK NOTNULL

DBSMALLDATEDate and time at the start of the five-minute interval.DateTime

NULLDBFLT4Predicted delay for any new call added to the servicequeue at the end of the five-minute interval. This isvalid only if no agents are available.

ExpectedDelay

NULLDBINTNumber of seconds the longest available agent forthe service had been available as of the end of thefive-minute interval. If no agent was available, thevalue is 0.

LongestAvailAgent

NULLDBINTLength of time that longest call in the queue for theservice had been there at the end of the five-minuteinterval.

LongestCallQ

NULLDBINTNumber of calls the peripheral re-targeted, oroverflowed, into the service during the five-minuteinterval. The system software keeps counts of thenumber of calls moved out of each service or route(overflowed out) and moved into each service orroute (overflowed in).

OverflowInTo5

NULLDBINTNumber of calls the peripheral retargeted, oroverflowed, out of the service during the five-minuteinterval. The system software keeps counts of thenumber of calls moved out of each service or route(overflowed out) and moved into each service orroute (overflowed in).

OverflowOutTo5

NULLDBFLT4Service level for the service during therollingfive-minute interval, as calculated by theperipheral.

PeriphServiceLevelTo5

NULLDBFLT4Service level for the service since midnight, ascalculated by the peripheral.

PeriphServiceLevelToday

NOTNULL




Keys andNULLOption


AK-1 NOTNULL


RecoveryKey

NULLDBINTNumber of calls to the service abandoned within theservice level during the five-minute interval.


NULLDBINTNumber of calls to the service abandoned within theservice level since midnight.


NULLDBINTNumber of calls to the service answered orabandoned during the five-minute interval.


NULLDBINTNumber of calls to the service answered orabandoned since midnight.


NULLDBINTNumber of calls to the service that had been in queuelonger than the service level threshold at the end ofthe five-minute interval.


NULLDBINTNumber of calls to the service handled within theservice level during the five-minute interval.


NULLDBINTNumber of calls to the service handled within theservice level today.




Keys andNULLOption


NULLDBFLT4Service level during the five-minute interval. Thisis derived from ServiceLevelCallsTo5 andServiceLevelCallsOfferedTo5.


They are:





Note

ServiceLevelTo5

NULLDBFLT4Cumulative service level for the service sincemidnight. This is derived fromServiceLevelCallsToday andServiceLevelCallsOfferedToday.

ServiceLevelToday

PK, FKNOTNULL

DBINTForeign key from the Service table.SkillTargetID

PK NOTNULL


TimeZone

NULLDBINTThis field is not currently used.Unused1



Service_IntervalThis section describes the Service Interval table.

Table 367: Fields in Service_Interval Table

Keys andNULLOption


YESDBINTNumber of AutoOut (predictive) calls made by thisservice that ended during the reporting interval. Thevalue is counted when the after-call work timeassociated with the call (if any) has completed, andthe database is updated every reporting. Notcurrently used for Outbound Option. Not valid forUnified CCE.

AutoOutCalls

YESDBINTTotal handle time, in seconds, for AutoOut(predictive) calls handled this service that endedduring the reporting interval. Handle time includesWorkTime, TalkTime, and HoldTime. TheAutoOutCallsTime value includes the time spentfrom the call being initiated to the time the agentcompletes after-call work time for the call. The valueis counted when the after-call work time associatedwith the call (if any) has completed, and the databaseis updated every reporting. Not currently used forOutbound Option. Not valid for Unified CCE.

AutoOutCallsTime

YESDBINTTotal talk time, in seconds, for AutoOut (predictive)calls handled by the service that ended during thereporting interval. This value includes the time spentfrom the call being initiated to the time the agentbegins after-call work for the call. It is based onTalkTime. It therefore includes the HoldTimeassociated with the call. AutoOutCallsTalkTime iscounted when the after-call work time associatedwith the call (if any) has completed, and the databaseis updated every reporting. Not currently used forOutbound Option. Not valid for Unified CCE.


YESDBINTNumber of ended AutoOut (predictive) calls thatthis service has placed on hold at least once. Thevalue is counted when the after-call work timeassociated with the call (if any) has completed, andthe database is updated every reporting. Notcurrently used for Outbound Option. Not valid forUnified CCE.

AutoOutCallsOnHold


All TablesService_Interval

Keys andNULLOption


YESDBINTNumber of seconds that AutoOut (predictive) callswere placed on hold by this service during thereporting interval. This data element is based onHoldTime. The value is counted when the after-callwork associated with the call (if any) has completed,and the database is updated every reporting. Notcurrently used for Outbound Option. Not validforUnified CCE.


YESDBINTAverage delay in the queue for calls to the serviceduring the reporting interval: DelayQTime / CallsQ.Not valid for Unified CCE. Not valid for non-voicetasks. Set to zero by OPC.

AvgDelayQ

YESDBINTAverage delay time of calls to the service abandonedin queue during the reporting interval. This value iscalculated as follows: DelayQAbandTime /CallsAbandQ Not valid forUnified CCE. Not validfor non-voice tasks. Set to zero by OPC.

When Unified ICM is connected withUnified CCE through a Unified CCEGateway PG, this value is incrementedby any condition on the child that causesthe call to terminate while in the queue.

Note

AvgDelayQAband

YESDBINTThe average handled calls time in seconds for callscounted as handled by the service during thereporting interval. HandleTime is tracked only forinbound ACD calls that are counted as handled forthe service. HandleTime is the time spent from theangent answering the call to the time the agentcompleting after-call work time for the call. Thisincludes any TalkTime, HoldTime, and WorkTimeassociated with the call. The AvgHandleTime valueis counted when the after-call work time associatedwith the call is completed. The value is calculatedas follows: HandleTime / CallsHandled Valid forUnified CCE.

AvgHandleTime

YESDBINTThe average answer wait time that all calls offeredto the service waited before being answered. Thisvalue is calculated as follows: AnswerWaitTime /CallsAnswered Valid for Unified CCE.

AvgSpeedAnswer



Keys andNULLOption


YESDBINTThe sum of AnswerWaitTime in seconds for all callsanswered for the service during the last reportinginterval. AnswerWaitTime is the elapsed time fromwhen the call is offered at the peripheral, to when itis answered. This includes all DelayTime,LocalQTime, and RingTime associated with the call.For multimedia, the sum of the answer wait timesof all tasks associated with this service that beganin this reporting interval.

AnswerWaitTime

YESDBINTThe average handled calls time in seconds for callscounted as handled by the service during thereporting interval. HandleTime is tracked only forinbound ACD calls that are counted as handled forthe service. HandleTime is the time spent from theagent answering the call to the agent completingafter-call work time for the call. This includes anyTalkTime, HoldTime, and WorkTime associatedwith the call. The AvgHandleTime value is countedwhen the after-call work time associated with thecall is completed. The value is calculated as follows:HandleTime / CallsHandled Valid for Unified CCE.

AvgTalkTime

YESDBINTNumber of calls that were blind transferred out byagents in this service during the reporting interval.

BlindTransfersOut

YESDBINTThe number of calls handled for the service duringthe reporting interval. For multimedia, the numberof tasks associated with this service that were endedin this reporting interval. Valid for Unified CCE.

CallsAnswered

YESDBINTNumber of outbound calls placed by agents for theservice during the reporting interval. Not valid forUnified CCE. Not valid for non-voice tasks. Set tozero by OPC.

CallsOut

YESDBINTNumber of calls handled by the service but nototherwise accounted for during the reporting interval.These are calls that do not fit into the criteria forhandled, abandoned, or transferred calls. They wereterminated for other reasons, which may includedrop/no answer, forced busy, or timed out. Not validfor Unified CCE. Not valid for non-voice tasks. Setto zero by OPC.

CallsTerminatedOther

YESDBINTNumber of incoming calls plus internal calls offeredto the service during the reporting interval. Validfor Unified CCE.

CallsOffered



Keys andNULLOption


YESDBINTNumber of incoming calls to the service during thereporting interval. Incoming calls include onlyInbound ACD calls arriving on trunks (that is, callsthat are not internally generated). Valid for UnifiedICM and Unified CCE.

CallsIncoming

YESDBINTNumber of tasks routed by the system software tothe service during the reporting interval. Formultimedia, the number of tasks routed to the serviceduring the reporting interval. Valid for Unified CCE.

CallsRouted

YESDBINTThe number of tasks that became associated withthis service in this reporting interval. This isincremented when the Agent PG receives an OfferTask message, and when it receives a Start Taskmessage without having received an Offer Taskmessage.

A handled call is:



A handled call or task is completed when the agentassociated with the call or task finishes the wrap-upwork associated with the call or task. This field isapplicable for Unified CCE.

CallsHandled

YESDBINTNumber of calls abandoned in queue for the serviceduring the reporting interval. Not valid for UnifiedCCE. Not valid for non-voice tasks. Set to zero byOPC.

When Unified ICM is connected withUnified CCE through a Unified CCEGateway PG, this value increments forany condition on the child that causes thecall to terminate while in the queue.

Note

CallsAbandQ

YESDBINTNumber of calls to the service in the queue duringthe reporting interval. A call that queues multipletimes is counted as queued once for the service. Thisfield is not valid for Unified CCE or for non-voicetasks. Set to zero by OPC.

CallsQ

PK1, NOTNULL

DBSMALLDATECentral Controller date and time at the start of thereporting interval.

DateTime



Keys andNULLOption


IE1, YESDBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column.

DbDateTime

YESDBINTSum of delay time of all calls to the service in queueduring the reporting interval. This field is populatedfrom the LocalQTime. This field is not valid forUnified CCE or for non-voice tasks. Set to zero byOPC.

DelayQTime

YESDBINTNumber of seconds that calls for the service thatwere abandoned in queue waited during the interval.These are calls that existed in the queue but wereabandoned before being handled by an agent or trunkdevice. Not valid for Unified CCE. Not valid fornon-voice tasks. Set to zero by OPC.

DelayQAbandTime

YESDBINTNumber of calls to the service that were determinedto be closed following an interruption in data duringthe reporting interval. ForcedClosedCalls are callsthat terminated because of errors tracking the callsstate transition. Calls may become forced closed ifthere is lack of events from the ACD CTI interfaces(for example, a lack of a Disconnect event, or failureon the switch CTI connection). Not valid for UnifiedCCE.

ForcedClosedCalls

YESDBINTThe total time in seconds that calls were handled forthe service during the reporting interval. HandleTimeis tracked only for inbound ACD calls that arecounted as handled for the service. HandleTime isthe time spent from the agent answering the call tothe agent completing after-call work time for thecall. This includes any HoldTime, TalkTime, andWorkTime associated with the call (from theTermination_Call_Detail table). The HandleTimevalue is counted when the after-call work timeassociated with the call (if any) is completed, andthe database is updated every reporting. Formultimedia, this is TalkTime + HoldTime +HandledWorkReadyTime. Valid for Unified CCE.

HandleTime

YESDBINTThe total time in seconds for calls to the service thatended during the reporting interval. For multimedia,the number of seconds that agents spent in thePAUSED state for tasks associated with this servicethat ended in this reporting interval. Valid forUnified CCE.

HoldTime



Keys andNULLOption


YESDBINTLongest time in seconds a call was in queue for theservice before being abandoned during the reportinginterval. Not valid for Unified CCE. Not valid fornon-voice tasks. Set to zero by OPC.

LongestCallAbandTime

YESDBINTLongest time in seconds a call was in queue for theservice before being abandoned during the reportinginterval. Not valid for Unified CCE. Not valid fornon-voice tasks. Set to zero by OPC.

LongestCallDelayQTime

YESDBINTValid for multimedia only. The number of taskswhose Start Task Timeout Period expired in thisreporting interval.

NumMissingTasks

YESDBINTNumber of calls that the peripheral re-targeted, oroverflowed, into this service during the reportinginterval. The system software keeps counts of thenumber of calls moved out of each service or route(overflowed out) and moved into each service orroute (overflowed in). Not valid for Unified CCE.

OverflowIn

YESDBINTNumber of calls that the peripheral re-targeted, oroverflowed, out of this service during the reportinginterval. The system software keeps counts of thenumber of calls moved out of each service or route(overflowed out) and moved into each service orroute (overflowed in). Not valid for Unified CCE.

OverflowOut

YESDBINTNumber of offered calls used in the peripheralservice level calculation for the reporting interval.Not valid for Unified CCE. Not valid for non-voicetasks. Set to zero by OPC.

PeriphServiceLevelOffer

YESDBFLT4Peripheral service level during the reporting interval.Not valid for Unified CCE. Not valid for non-voicetasks. Set to zero by OPC.

PeriphServiceLevel

YESDBINTNumber of calls to the service answered within theservice level, as counted by the peripheral, duringthe reporting interval. Not valid for Unified CCE.Not valid for non-voice tasks. Set to zero by OPC.

PeriphServiceLevelCalls

YESDBINTNumber of outbound Preview calls made by thisservice that ended during the reporting interval. Thevalue is counted when the after-call work timeassociated with the call (if any) has completed, andthe database is updated every reporting. Notcurrently used for Outbound Option. Not valid forUnified CCE.

PreviewCalls



Keys andNULLOption


YESDBINTTotal handle time, in seconds, for outbound Previewcalls handled by this service that ended during thereporting interval. Handle time includesWorkTime,TalkTime, and HoldTime. The PreviewCallsTimevalue includes the time spent from the call beinginitiated to the time the agent completes after-callwork time for the call. The value is counted whenthe after-call work time associated with the call (ifany) has completed, and the database is updatedevery reporting. Not currently used for OutboundOption. Not valid for Unified CCE.

PreviewCallsTime

YESDBINTTotal talk time, in seconds, for outbound Previewcalls handled by this service that ended during thereporting interval. This value includes the time spentfrom the call being initiated to the time the agentbegins after-call work for the call. It is based onTalkTime fromTermination_Call_Detail. It thereforeincludes the HoldTime associated with the call.PreviewCallsTalkTime is counted when theafter-call-work time associated with the call (if any)has completed, and the database is updated everyreporting. Not currently used for Outbound Option.Not valid for Unified CCE.


YESDBINTNumber of ended outbound Preview calls that thisservice placed on hold at least once. The value iscounted when the after-call work time associatedwith the call (if any) has completed, and the databaseis updated every reporting. Not currently used forOutbound Option. Not valid forUnified CCE.

PreviewCallsOnHold

YESDBINTNumber of seconds outbound Preview calls wereplaced on hold this service during the reportinginterval. This data element is based on HoldTime.The value is counted when the after-call workassociated with the call (if any) has completed, andthe database is updated every reporting. Notcurrently used for Outbound Option. Not valid forUnified CCE.


AK1, NOTNULL


RecoveryKey

NOTNULL




Keys andNULLOption


IE2, NULLDBINTThe value indicates Half Hour boundary interval (0to 47). Two 15minute interval records have a uniquehalf hour boundary value.

ReportingHalfHour

IE3, NULLDBINTThis value indicates the period, in minutes, overwhich the router calculates the Call Type and CallType Skill Group data. The valid values are 30(default) or 15.

ReportingInterval

YESDBINTNot currently used.ReserveCalls

YESDBINTNot currently used.ReserveCallsTime

YESDBINTNot currently used.ReserveCallsTalkTime

YESDBINTNot currently used.ReserveCallsOnHold

YESDBINTNot currently used.ReserveCallsOnHoldTime

YESDBINTNumber of calls that rang at an agents terminal andredirected on failure to answer in this service duringthe current reporting interval.

RedirectNoAnsCalls






PK2, NOTNULL

DBINTThe SkillTargetID of this service. Foreign key fromthe Service table.

SkillTargetID

YESDBFLT4Service level for the service during the reportinginterval. For non-voice tasks and for Unified CCEcalls, the ServiceLevelType is always set to ignoreabandoned calls.

ServiceLevel

YESDBINTNumber of calls to the service answered within theservice level threshold during the reporting interval.Not valid for Unified CCE.

ServiceLevelCalls

YESDBINTNumber of calls to the service abandoned within theservice level threshold during the reporting interval.Set to zero for Unified CCE voice tasks and fornon-voice tasks.

ServiceLevelAband



Keys andNULLOption


YESDBINTNumber of calls to the service that had service levelevents during the reporting interval. Not valid forUnified CCE.


YESDBINTNumber of calls to the service during the reportinginterval that were too short to be consideredabandoned. A call is determined to be a short call ifit is abandoned before the Abandoned Call WaitTime expired. Short calls are not consideredabandoned and they are not accounted for in any ofthe Unified ICM abandoned calls calculations. Notvalid for Unified CCE. Not valid for non-voice tasks.Set to zero by OPC.

ShortCalls

YESDBINTTime, in seconds, accumulated by calls that weretoo short to be counted as abandoned during thereporting interval. These calls were abandonedbefore the abandoned call wait time expired. Notvalid for Unified CCE. Not valid for non-voice tasks.Set to zero by OPC.

ShortCallsTime

YESDBINTService Level Type used to calculate Service levelfor this interval. Not currently used for OutboundOption. Not valid forUnified CCE.

ServiceLevelType

PK3, NOTNULL


TimeZone

YESDBINTNumber of calls transferred into the service duringthe reporting interval. This count includesconsultative transfers and blind transfers to theservice. The count is populated in the database whenthe after-call work associated with the call (if any)is finished. Not valid for Unified CCE. Not valid fornon-voice tasks. Set to zero by OPC.

TransferInCalls

YESDBINTNumber of calls transferred out of the service duringthe reporting interval. This count includesconsultative transfers and blind transfers made fromthe service. The count is populated in the databasewhen the after-call work associated with the call (ifany) is finished. Not valid for Unified CCE. Notvalid for non-voice tasks. Set to zero by OPC.

TransferOutCalls



Keys andNULLOption


YESDBINTThe number of seconds that agents spent in theACTIVE state or the PAUSED state for tasksassociated with this service that ended in thisreporting interval.

TalkTime

Service_Level_ThresholdThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

The Service Level Threshold table specifies how the Unified ICM calculates service level for a particularperipheral. Each row in this table contains specific default values for a PeripheralID-Media Routing Domainpair.

Related Tables



Table 368: Indexes for Service_Level_Threshold Table



XPKService_Level_Threshold

Table 369: Fields in Service_Level_Threshold Table

Keys andNULLOption


PK NOTNULL

DBINTForeign key from theMedia_Routing_Domain table.MRDomainID

PK, FKNOTNULL

DBSMALLINTThe ICM ID of the peripheral with which this rowis associated.

PeripheralID

NOTNULL

DBINTThe default value of the ServiceLevelThreshold fieldfor services associatedwith this peripheral andmediarouting domain.



All TablesService_Level_Threshold

Keys andNULLOption


NOTNULL

DBSMALLINTThe default value for the ServiceLevelType field foreach service associated with this peripheral andmedia routing domain. This value indicates how thesystem software calculates the service level.

For Unified CCE the value of this field is always1 (ignore abandoned calls) for Unified CMperipherals. This is because calls to a Unified CMperipheral have no service associated with themwhile they are queued, and therefore calls abandonedwhile queued cannot affect the computation ofservice level for a Unified CM service.

ServiceLevelType

Service_MemberThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

The Service Member table maps skill groups to services. Each service contains one or more member skillgroups. 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


Skill_Group, on page 452 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 370: Indexes for Service_Member Table


SkillGroupSkillTargetIDnonclustered located on PRIMARYXIE1Service_Member

ServiceSkillTargetID, SkillGroupSkillTargetIDclustered, unique, primary key locatedon PRIMARY

XPKService_Member


All TablesService_Member

Table 371: Fields in Service_Member Table

Keys andNULLOption


NOTNULL

DBSMALLINTThe priority level of the specified service for thespecified skill group:

• 1 = Primary

• 2= Secondary

Any number of skill entries can be of anypriority--not all need to be entered.

Priority

PK, FKNOTNULL

DBINTSkillTargetID of the service.ServiceSkillTargetID

PK, FKNOTNULL

DBINTSkillTargetID of the skill group that is associatedwith the service.


Service_Real_TimeThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value isincremented by any condition on the child that causes the call to terminate while in the queue.

Note

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


Table 372: Indexes for Service_Real_Time Table



XPKService_Real_Time


All TablesService_Real_Time

Table 373: Fields in Service_Real_Time Table

Keys andNULLOption


NULLDBINTNumber of service agents currently in the talkingstate.

AgentsTalking

NULLDBINTSum of answer wait time in seconds for all incomingcalls to the service during the current half-hourinterval.

AnswerWaitTimeHalf

NULLDBINTSum of answer wait time in seconds for all incomingcalls to the service during the rolling five-minuteinterval.

AnswerWaitTimeTo5

NULLDBINTSum of answer wait time in seconds for all incomingcalls to the service since midnight.

AnswerWaitTimeToday

NULLDBINTNumber of AutoOut (predictive) calls made byagents for this service that ended during the currenthalf-hour interval. The value is updated in thedatabase when the after-call work time associatedwith the call (if any) has completed.

Unsupported for Outbound Option.

AutoOutCallsHalf

NULLDBINTNumber of agents currently talking on AutoOut(predictive) calls for the service.


AutoOutCallsNow

NULLDBINTNumber of ended AutoOut (predictive) calls thatagents in the service have placed on hold at leastonce during the current half-hour interval. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.


AutoOutCallsOnHoldHalf

NULLDBINTNumber of seconds that AutoOut (predictive) callswere placed on hold by agents in the skill groupduring the current half-hour interval. This dataelement is based on HoldTime. The value is updatedin the database when the after-call work associatedwith the call (if any) has completed.


AutoOutCallsOnHoldTimeHalf



Keys andNULLOption


NULLDBINTTotal handle time, in seconds, for AutoOut(predictive) calls handled by agents for this servicethat ended in the rolling five-minute window. Handletime includesWorkTime, TalkTime, and HoldTime.The value is updated in the database when theafter-call work time associated with the call (if any)has completed.


AutoOutCallsOnHoldTimeTo5

NULLDBINTNumber of seconds AutoOut (predictive) calls wereplaced on hold by agents for this service sincemidnight. This data element is based on HoldTime.The value is updated in the database when theafter-call work associated with the call (if any) hascompleted.


AutoOutCallsOnHoldTimeToday

NULLDBINTTotal number of AutoOut (predictive) calls madefor this service that ended in the rolling five-minutewindow. The value is updated in the database whenthe after-call work time associated with the call (ifany) has completed.


AutoOutCallsOnHoldTo5

NULLDBINTNumber of ended AutoOut (predictive) calls thatagents for this service have placed on hold at leastsince midnight. The value is updated in the databasewhen the after-call work time associated with thecall (if any) has completed.


AutoOutCallsOnHoldToday

NULLDBINTTotal talk time, in seconds, for AutoOut (predictive)calls handled by the service that ended during thecurrent half-hour interval. This value includes thetime spent from the call being initiated to the timethe agent begins after-call work for the call. It isbased on TalkTime. It therefore includes theHoldTime associated with the call.AutoOutCallsTalkTime is updated in the databasewhen the after-call work time associated with thecall (if any) has completed..


AutoOutCallsTalkTimeHalf



Keys andNULLOption


NULLDBINTTotal talk time, in seconds, for completeUnsupported for Outbound Option. AutoOut(predictive) calls handled by the service during therolling five-minute interval. This value includes thetime spent from the call being initiated to the timethe agent begins after-call work for the call. It isbased on TalkTime. It therefore includes theHoldTime associated with the call.AutoOutCallsTalkTime is updated in the databasewhen the after-call work time associated with thecall (if any) has completed.


AutoOutCallsTalkTimeTo5

NULLDBINTTotal talk time, in seconds, for AutoOut (predictive)calls handled by agents for this service that endedsince midnight. This value includes the time spentfrom the call being initiated to the time the agentbegins after-call work for the call. It is based onTalkTime fromTermination_Call_Detail. It thereforeincludes the HoldTime associated with the call.AutoOutCallsTalkTime is updated in the databasewhen the after-call work time associated with thecall (if any) has completed.


AutoOutCallsTalkTimeToday

NULLDBINTTotal handle time, in seconds, for AutoOut(predictive) calls handled by the service that endedduring the current half-hour interval. Handle timeincludes WorkTime, TalkTime, and HoldTime. TheAutoOutCallsTime value includes the time spentfrom the call being initiated to the time the agentcompletes after-call work time for the call. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.


AutoOutCallsTimeHalf

NULLDBINTTotal handle time, in seconds, for AutoOut(predictive) calls handled by this service that endedduring the rolling five-minute window. Handle timeincludes WorkTime, TalkTime, and HoldTime. TheAutoOutCallsTime value includes the time spentfrom the call being initiated to the time the agentcompletes after-call work time for the call. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.


AutoOutCallsTimeTo5



Keys andNULLOption


NULLDBINTTotal handle time, in seconds, for AutoOut(predictive) calls handled by agents for this servicethat ended since midnight. Handle time includesWorkTime, TalkTime, and HoldTime, all of whichare taken from the Termination_Call_Detail records.TheAutoOutCallsTime value includes the time spentfrom the call being initiated to the time the agentcompletes after-call work time for the call. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.


AutoOutCallsTimeToday

NULLDBINTNumber of AutoOut (predictive) calls made byagents for the service that ended during the rollingfive-minute interval. The value is updated in thedatabase when the after-call work time associatedwith the call (if any) has completed.


AutoOutCallsTo5

NULLDBINTTotal number of AutoOut (predictive) calls madefor this service that ended since midnight. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.


AutoOutCallsToday

NULLDBINTAverage delay time of abandoned calls in queueduring the rolling five-minute interval. This valueis calculated as follows:

DelayQAbandTimeTo5 / CallsAbandQTo5.

AvgDelayQAbandTo5

NULLDBINTAverage delay for calls currently in queue for theservice.

AvgDelayQNow



Keys andNULLOption


NULLDBINTAverage handle time in seconds for calls to theservice during the rolling five-minute interval. Thevalue is calculated as follows:

HandleTimeTo5 / CallsHandledTo5

HandleTime is tracked only for inbound ACD callsthat are counted as handled for the service.HandleTime is the time spent from the call beinganswered by the agent to the time the agentcompleted after-call work time for the call. Thisincludes any TalkTime, HoldTime, and WorkTimeassociated with the call. The AvgHandleTime valueis updated in the database when the after-call worktime associated with the call has completed.

AvgHandleTimeTo5

NULLDBINTAverage answer wait time for all calls offered to theservice during the rolling five-minute interval:AnswerWaitTimeTo5 / CallsAnsweredTo5.

AvgSpeedAnswerTo5

NULLDBINTAverage talk time in seconds for calls to the serviceending during the rolling five-minute interval. Thevalue is calculated as follows:

TalkTimeTo5 / CallsHandledTo5

Talk time includes the time that calls were in atalking or hold state. It is populated with theTalkTime and HoldTime associated with call to theservice or route. The field is updated in the databasewhen all after-call work associated with the calls iscompleted.

AvgTalkTimeTo5

NULLDBINTNumber of calls to the service abandoned while inqueue or ringing during the current half-hourinterval.

CallsAbandQHalf

NULLDBINTNumber of calls to the service abandoned while inqueue or ringing during the rolling five-minuteinterval.

CallsAbandQTo5

NULLDBINTNumber of calls to the service abandoned while inqueue or ringing since midnight.

CallsAbandQToday

NULLDBINTNumber of calls to the service answered by agentsduring the current half-hour interval.

CallsAnsweredHalf

NULLDBINTNumber of calls to the service answered by agentsduring the rolling five-minute interval.

CallsAnsweredTo5



Keys andNULLOption


NULLDBINTNumber of calls answered by service agents sincemidnight.

CallsAnsweredToday

NULLDBINTNumber of calls handled for this service during thecurrent half-hour interval.

A handled call is:


• A call associated with Outbound Option thatthe agent answered, and then completed.


A handled call/task is completedwhen the agentassociated with the call/task finishes thewrap-up work associated with the call/task.

CallsHandledHalf

NULLDBINTNumber of calls to the service handled during therolling five-minute interval.

CallsHandledTo5

NULLDBINTNumber of calls handled for this service sincemidnight.

CallsHandledToday

NULLDBINTNumber of incoming calls for this service during thecurrent half-hour interval. Incoming calls includeonly Inbound ACD calls arriving on trunks (that is,calls that are not internally generated).

CallsIncomingHalf

NULLDBINTNumber of incoming calls to the service during therolling five-minute interval. Incoming calls includeonly Inbound ACD calls arriving on trunks (that is,calls that are not internally generated).

CallsIncomingTo5

NULLDBINTNumber of incoming calls for this service sincemidnight. Incoming calls include only InboundACDcalls arriving on trunks (that is, calls that are notinternally generated).

CallsIncomingToday

NULLDBINTNumber of incoming calls for the service currentlyin progress.

CallsInNow

NULLDBINTNumber of inbound and outbound calls currentlythat had previously been offered (for example, callsbeing played an announcement, queued calls, orconnected calls) and are currently being handled forthe service.

CallsInProgress



Keys andNULLOption


NULLDBINTNumber of calls to the service that were removedfrom queue during the rolling five-minute interval(used to calculate expected delay).

CallsLeftQTo5

NULLDBINTNumber of incoming calls plus internal calls offeredto this service during the current half-hour interval.

CallsOfferedHalf

NULLDBINTNumber of calls offered to the service during therolling five-minute interval.

CallsOfferedTo5

NULLDBINTNumber of incoming calls plus internal calls offeredto this service since midnight.

CallsOfferedToday

NULLDBINTNumber of outbound calls made by agents for theservice during the current half-hour interval.

CallsOutHalf

NULLDBINTNumber of outbound calls by agents for the servicethat are currently in progress.

CallsOutNow

NULLDBINTNumber of outbound calls made by agents for theservice during the rolling five-minute interval.

CallsOutTo5

NULLDBINTNumber of outbound calls made by agents for theservice since midnight.

CallsOutToday

NULLDBINTNumber of calls in queue for the service now at theperipheral.

CallsQNow

NULLDBINTTotal time of all calls to the service currently inqueue.

CallsQNowTime

NULLDBINTNumber of calls routed to this service by the systemsoftware for the current half-hour interval.

CallsRoutedHalf

NULLDBINTNumber of calls routed to this service by the systemsoftware since midnight.

CallsRoutedToday

NULLDBINTNumber of calls offered to the service but nototherwise accounted for during the current half-hourinterval. These are calls that do not fit into thecriteria for handled, abandoned, or transferred calls.They were terminated for other reasons, which mayinclude drop/no answer, forced busy, or timed out.

CallsTerminatedOtherHalf



Keys andNULLOption


NULLDBINTNumber of calls offered to the service but nototherwise accounted for during the rollingfive-minute interval. These are calls that do not fitinto the criteria for handled, abandoned, ortransferred calls. They were terminated for otherreasons, which may include drop/no answer, forcedbusy, or timed out.

CallsTerminatedOtherTo5

NULLDBINTNumber of offered to the service but not otherwiseaccounted for since midnight. These are calls thatdo not fit into the criteria for handled, abandoned,or transferred calls. They were terminated for otherreasons, which may include drop/no answer, forcedbusy, or timed out.

CallsTerminatedOtherToday

NOTNULL


DateTime

NULLDBINTSum of delay time of all calls to the serviceabandoned in queue during the rolling five-minuteinterval.

DelayQAbandTimeTo5

NULLDBFLT4Predicted delay for any new call added to the servicequeue. This is valid only if no agents are available.

ExpectedDelay

NULLDBINTTotal handle time in seconds for calls to the serviceending during the current half-hour interval.

HandleTimeHalf

NULLDBINTTotal handle time in seconds for calls to the serviceending during the rolling five-minute interval.

HandleTimeTo5

NULLDBINTTotal handle time in seconds for calls to the servicesince midnight.

HandleTimeToday

NULLDBINTThe total hold time in seconds for calls to the servicethat ended during the current half-hour interval.

HoldTimeHalf

NULLDBINTThe total hold time in seconds for calls to the servicethat ended during the rolling five-minute interval.

HoldTimeTo5

NULLDBINTThe total hold time in seconds for calls to the servicethat ended since midnight.

HoldTimeToday

NULLDBDATETIMETime that the longest available agent for the servicebecame available.

LongestAvailAgent

NULLDBDATETIMETime that the longest call in the queue for the servicewas put there.

LongestCallQ



Keys andNULLOption


NULLDBINTNumber of calls the peripheral overflowed into thisservice during the current half-hour interval.

OverflowInHalf

NULLDBTINYINTThe service accepts overflow in calls if the delay forthe 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.

OverflowInMode

NULLDBINTNumber of calls overflowed into this service thatare currently queued or in progress.

OverflowInNow

NULLDBINTNumber of calls the peripheral overflowed into thisservice during the rolling five-minute interval.

OverflowInTo5

NULLDBINTNumber of calls overflowed into this service sincemidnight.

OverflowInToday

NULLDBINTNumber of calls overflowed out of this serviceduring the current half-hour interval.

OverflowOutHalf

NULLDBTINYINTThe service attempts to overflow out calls if thedelay for the longest delayed call is greater than thisvalue. If 0, the service attempts to overflow out allcalls; if 127, the service never attempts to overflowout calls.

OverflowOutMode

NULLDBINTThe number of tasks that have overflowed out ofthis service to some other service (call it service X)and have not overflowed out of service X.

OverflowOutNow

NULLDBINTNumber of calls overflowed out of this serviceduring the rolling five-minute interval.

OverflowOutTo5

NULLDBINTNumber of calls overflowed out of this service sincemidnight.

OverflowOutToday

NULLDBINTNumber of calls to the service handled within theperipheral service level during the current half-hourinterval.

PeriphServiceLevelCallsHalf

NULLDBINTNumber of calls to this service handled within theperipheral service level since midnight.

PeriphServiceLevelCallsToday

NULLDBFLT4Service level for the service calculated by theperipheral during the current half-hour interval.

PeriphServiceLevelHalf

NULLDBINTNumber of offered calls used to calculate theperipheral service level for the current half-hourinterval.

PeriphServiceLevelOfferHalf



Keys andNULLOption


NULLDBINTNumber of offered calls used to calculate theperipheral service level since midnight.

PeriphServiceLevelOfferToday

NULLDBFLT4Service level for the service calculated by theperipheral during the rolling five-minute interval.

PeriphServiceLevelTo5

NULLDBFLT4Service level for the service calculated by theperipheral since midnight.

PeriphServiceLevelToday

NULLDBINTNumber of outbound Preview calls made by agentsfor this service that ended during the currenthalf-hour interval. The value is updated in thedatabase when the after-call work time associatedwith the call (if any) has completed.


PreviewCallsHalf

NULLDBINTNumber of agents currently talking on outboundPreview calls for the service.


PreviewCallsNow

NULLDBINTIn the current half-hour interval, the number of endedoutbound Preview calls that agents for the servicehave placed on hold at least once. The value isupdated in the database when the after-call worktime associated with the call (if any) has completed.


PreviewCallsOnHoldHalf

NULLDBINTNumber of seconds outbound Preview calls wereplaced on hold by agents for this service during thecurrent half-hour interval. This data element is basedon HoldTime. The value is updated in the databasewhen the after-call work associated with the call (ifany) has completed.


PreviewCallsOnHoldTimeHalf

NULLDBINTNumber of seconds outbound Preview calls wereplaced on hold by agents for this service during therollingfive-minute interval. This data element isbased on HoldTime. The value is updated in thedatabase when the after-call work associated withthe call (if any) has completed.


PreviewCallsOnHoldTimeTo5



Keys andNULLOption


NULLDBINTNumber of seconds outbound Preview calls wereplaced on hold by agents for this service sincemidnight. This data element is based on HoldTime.The value is updated in the database when theafter-call work associated with the call (if any) hascompleted.


PreviewCallsOnHoldTimeToday

NULLDBINTNumber of outbound Preview calls that agents forthis service have placed on hold at least once duringthe rolling five-minute interval. The value is updatedin the database when the after-call work timeassociated with the call (if any) has completed.


PreviewCallsOnHoldTo5

NULLDBINTNumber of Outbound Preview calls made by agentsin the skill group that ended during the half-hourinterval. The value is updated in the database whenthe after-call work time associated with the call (ifany) has completed.


PreviewCallsOnHoldToday

NULLDBINTTotal talk time, in seconds, for outbound Previewcalls handled by the service that ended during thecurrent half-hour interval. This value includes thetime spent from the call being initiated to the timethe agent begins after-call work for the call. It isbased on TalkTime. It therefore includes theHoldTime associated with the call.PreviewCallsTalkTime is updated in the databasewhen the after-call work time associated with thecall (if any) has completed.


PreviewCallsTalkTimeHalf

NULLDBINTTotal talk time, in seconds, for outbound Previewcalls handled by the service that ended during therolling five-minute interval. This value includes thetime spent from the call being initiated to the timethe agent begins after-call work for the call. It isbased on TalkTime. It therefore includes theHoldTime associated with the call.PreviewCallsTalkTime is updated in the databasewhen the after-call work time associated with thecall (if any) has completed.


PreviewCallsTalkTimeTo5



Keys andNULLOption


NULLDBINTTotal talk time, in seconds, for outbound Previewcalls handled by agents for this service that endedsince midnight. This value includes the time spentfrom the call being initiated to the time the agentbegins after-call work for the call. It is based onTalkTime. It therefore includes the HoldTimeassociated with the call. PreviewCallsTalkTime isupdated in the database when the after-call worktime a DBINTssociated with the call (if any) hascompleted.


PreviewCallsTalkTimeToday

NULLDBINTTotal handle time, in seconds, for outbound Previewcalls handled by this service that ended during thecurrent half-hour DBINTerval. Handle time includesWorkTime, TalkTime, and HoldTime. ThePreviewCallsTime value includes the time spentfrom the call being initiated to the time the agentcompletes after-call work time for the call. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.


PreviewCallsTimeHalf

NULLDBINTTotal handle time, in seconds, for outbound Previewcalls handled by the service that ended during therolling five-minute DBINTerval. Handle timeincludes WorkTime, TalkTime, and HoldTime, allof which are taken from the Termination_Call_Detailrecords. The PreviewCallsTime value includes thetime spent from the call being initiated to the timethe agent completes after-call work time for the call.The value is updated in the database when theafter-call work time associated with the call (if any)has completed.


PreviewCallsTimeTo5

NULLDBINTTotal handle time, in seconds, for outbound Previewcalls handled by agents for this service that endedsince midnight. Handle time includes WorkTime,TalkTime, and HoldTime. The PreviewCallsTimevalue includes the time spent from the call beinginitiated to the time the agent completes after-callwork time for the call. The value is updated in thedatabase when the after-call work time associatedwith the call (if any) has completed.


PreviewCallsTimeToday



Keys andNULLOption


NULLDBINTNumber of outbound Preview calls made by agentsfor the service during the rolling five-minute interval.The value is updated in the database when theafter-call work time associated with the call (if any)has completed.


PreviewCallsTo5

NULLDBINTNumber of outbound Preview calls made by agentsfor this service since midnight. The value is updatedin the database when the after-call work timeassociated with the call (if any) has completed.


PreviewCallsToday


RedirectNoAnsCallsHalf

NULLDBINTNumber of calls that rang at an agent's terminal andredirected on failure to answer in this service duringthe rolling five-minute interval.


NULLDBINTNumber of calls that rang at an agent's terminal andredirected on failure to answer in this service sincemidnight.

RedirectNoAnsCallsToday

NULLDBINTNot currently used.ReserveCallsHalf

NULLDBINTNot currently used.ReserveCallsNow

NULLDBINTNot currently used.ReserveCallsOnHoldHalf

NULLDBINTNot currently used.ReserveCallsOnHoldTimeHalf

NULLDBINTNot currently used.ReserveCallsOnHoldTimeTo5

NULLDBINTNot currently used.ReserveCallsOnHoldTimeToday

NULLDBINTNot currently used.ReserveCallsOnHoldTo5

NULLDBINTNot currently used.ReserveCallsOnHoldToday

NULLDBINTNot currently used.ReserveCallsTalkTimeHalf

NULLDBINTNot currently used.ReserveCallsTalkTimeTo5

NULLDBINTNot currently used.ReserveCallsTalkTimeToday

NULLDBINTNot currently used.ReserveCallsTimeHalf

NULLDBINTNot currently used.ReserveCallsTimeTo5



Keys andNULLOption


NULLDBINTNot currently used.ReserveCallsTimeToday

NULLDBINTNot currently used.ReserveCallsTo5

NULLDBINTNot currently used.ReserveCallsToday

NULLDBINTNumber of calls to the service abandoned within theservice level threshold during the current half-hourinterval.


NULLDBINTNumber of calls to the service abandoned within theservice level threshold during the rolling five-minuteinterval.


NULLDBINTNumber of calls to the service abandoned within theservice level threshold since midnight.


NULLDBINTNumber of calls to the service answered within theservice level threshold during the current half-hourinterval.


NULLDBINTNumber of calls to the service for which a servicelevel event occurred during the current half-hourinterval.


NULLDBINTNumber of calls to the service for which a servicelevel event occurred during the rolling five-minuteinterval.


NULLDBINTNumber of calls to the service for which a servicelevel event occurred since midnight.


NULLDBINTNumber of calls to the service currently queued forlonger than the service level threshold.


NULLDBINTNumber of calls to the service answered within theservice level during the rolling five-minute interval.


NULLDBINTNumber of calls to the service that were answeredwithin the service level threshold since midnight.


NULLDBFLT4Service level for the service during the currenthalf-hour interval.

ServiceLevelHalf



Keys andNULLOption


NULLDBFLT4Service level during the rolling five-minute interval.


They are:





Note

ServiceLevelTo5

NULLDBFLT4Service level for the service since midnight.ServiceLevelToday

NULLDBINTThe 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.

ServiceModeIndicator

PK, FKNOTNULL

DBINTForeign key from Service table.SkillTargetID

NULLDBINTTotal talk time in seconds for calls to the serviceending during the current half-hour interval.

TalkTimeHalf



Keys andNULLOption


NULLDBINTTotal talk time in seconds for calls to the serviceending during the rolling five-minute interval.

TalkTimeTo5

NULLDBINTTotal talk time in seconds for calls to the serviceending since midnight.

TalkTimeToday

NULLDBINTNumber of calls transferred into the service duringthe current half-hour interval.

TransferInCallsHalf

NULLDBINTNumber of calls transferred into the service duringthe rolling five-minute interval.

TransferInCallsTo5

NULLDBINTNumber of calls transferred into the service sincemidnight.

TransferInCallsToday

NULLDBINTNumber of calls transferred out of the service duringthe current half-hour interval.

TransferOutCallsHalf

NULLDBINTNumber of calls transferred out of the service duringthe rolling five-minute interval.

TransferOutCallsTo5

NULLDBINTNumber of calls transferred out of the service sincemidnight.

TransferOutCallsToday

ShiftProvides the name, start time, and end time of the current shift.

Table 374: Indexes for Shift Table


ShiftNamenonclustered, unique, primary keylocated on PRIMARY

XPKShift

Table 375: Fields in Shift Table

Keys andNULLOption


PK NOTNULL

VNAME32Name of the Shift scheduled.ShiftName

NOTNULL

SMALLDATETIMEShift start time.StartTime


All TablesShift

Keys andNULLOption


NOTNULL

SMALLDATETIMEShift end time.StopTime

Skill_GroupThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

Each row describes a skill group associated with a peripheral. A skill group is a collection of agents who havecommon skills.

Clarification Regarding the DefaultEntry field: If you look at the Skill_Group table for a skill group thatyou 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 youestablish Peripheral Gateways for an Unified CCE system), and you look at the Skill_Group table for thisskill group, then--provided that this skill group has no sub-skill groups--the DefaultEntry field will have thevalue 1. For additional information, see the description of the DefaultEntry field.

Note

Use the Skill Group Explorer tool to add, update, and delete Skill_Group records.

Related Tables

• Dialer_Detail, on page 209 (via SkillTargetID)

• Dialer_Skill_Group_Half_Hour, on page 228 (SkillGroupSkillTargetIDmaps to Skill_Group.SkillTargetID)

• Dialer_Skill_Group_Real_Time, on page 231 (SkillGroupSkillTargetIDmaps to Skill_Group.SkillTargetID)

• Enterprise_Skill_Group_Member, on page 238 (via SkillTargetID)

• Media_Routing_Domain, on page 276 (via MRDomainID)

• Peripheral, on page 294 (via PeripheralID)

• Precision_Queue, on page 313 (via PrecisionQueueID)

• Schedule, on page 390 (via ScheduleID)

• Service_Array, on page 416 (via SkillTargetID)

• Service_Member, on page 434 (via SkillTargetID)

• Skill_Group_Five_Minute, on page 456 (via SkillTargetID)

• Skill_Group_Member, on page 487 (via SkillTargetID)

• Skill_Group_Real_Time, on page 488 (via SkillTargetID)

• Skill_Target, on page 503 (via SkillTargetID)


All TablesSkill_Group

• Termination_Call_Detail, on page 506(SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 376: Indexes for Skill_Group Table



XAK1Skill_Group

PeripheralID, PeripheralNumber, Prioritynonclustered, unique, unique keylocated on PRIMARY

XAK2Skill_Group

ScheduleIDnonclustered located on PRIMARYXIE1Skill_Group

BaseSkillTargetIDnonclustered located on PRIMARYXIE2Skill_Group

DateTimeStampnonclustered located on PRIMARYXIE3Skill_Group


XPKSkill_Group

Table 377: Fields in Skill_Group Table

Keys andNULLOption


NOTNULL

DBSMALLINTNumber of seconds before an agent becomesavailable after a call terminates. If this value is0xFFFF, then the default value from the Peripheralrecord is used.

AvailableHoldoffDelay

FK, IE-2NULL

DBINTIf Priority is not 0, indicates the base group for theskill. If this record is for the base group, Priority is0 and this field is NULL.

BaseSkillTargetID

YESDBINTThe ID of bucket intervals from the Bucket_Intervaltable used to generate the AnsInterval andAbandInterval fields in this record. If NONE isselected for the bucket interval, thenDefault_Bucket_Intervals is used for calculation.

BucketIntervalID

NOTNULL


ChangeStamp

NULLvarchar(255)A string of parameters the system software sends tothe peripheral to initialize the skill group.

ConfigParam


DateTimeStamp



Keys andNULLOption


NOTNULL

DBINTNormal entries are 0 (zero). Any records withDefaultEntry value > (greater than) 0 will beconsidered a default skill group for configurationpurposes. Records having a DefaultEntry value of1 are used by OPC as the default target skill group.Where only a base default skill group is created, ithas a DefaultEntry value of 1. If sub-skill grouprecords are created, the primary sub-group has aDefaultEntry value of 1, while the others have aDefaultEntry value of 2.

An automatic DefaultEntry is createdwith each possible combination ofPeripheral andMRDomain (PeripheralIDandMRDOmainID) in the system. Theseentries are visible to configurationapplications but cannot be directlymodified.

Note

DefaultEntry

NOTNULL


• Y = Yes

• N = No

Deleted


DepartmentID

NULLDESCRIPTIONAdditional information about the group.Description

AK-1 NOTNULL

VNAME32An enterprise name for the skill group. This namemust be unique among all skill groups in theenterprise.

EnterpriseName

NULLVTELNO10The extension number for the service (used byLucent DEFINITY ECS).

Extension

NOTNULL

DBCHARIndicates whether or not this is an 'Unified ICMpicks the agent (IPTA)' skill group:

• Y = Yes, this is an IPTA skill group.

• N = No, this is not an IPTA skill group.

IPTA

FK NOTNULL

DBINTThe Media Routing Domain with which this skillgroup is associated. The default value is 1.

MRDomainID

AK-2, FKNOTNULL

DBSMALLINTForeign key from Peripheral table.PeripheralID



Keys andNULLOption


NOTNULL

VNAME32Skill group name as known by the peripheral.PeripheralName

AK-2 NOTNULL

DBINTSkill group number as known by the peripheral.PeripheralNumber

FK, NULLDBINTForeign key to the Precision Queue table.PrecisionQueueID

AK-2 NOTNULL

DBSMALLINTThe routing priority of this group for the skill:

• 1 = primary

• 2 = secondary

• 3= tertiary; etc.

The value 0 indicates a base skillgroup.

Note

Priority

FK, IE-1NULL

DBINTIdentifies an imported schedule associated with theskill group.

ScheduleID

NOTNULL

DBINTThe service level threshold, in seconds, for theservice level.

If this field is negative, the value of theServiceLevelThreshold field in theService_Level_Threshold table (for thisPeripheral/MRD pair) is used.

The default value is -1 whichmeans SL computationis disabled for this SG.


NOTNULL

DBSMALLINTIndicates how the system software calculates theservice level for the skillgroup.

If this field is 0, Unified ICM uses the defaultspecified for the associated Peripheral/MRD pair inthe 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:

ServiceLevelType

PK, FK,NOTNULL


SkillTargetID



Keys andNULLOption


NOTNULL

DBSMALLINTIndicates whether to use the SubSkillGroupMaskfield for the skill group or to use the peripheraldefault:

• 0 = Use peripheral default.

• 1 = Override the peripheral default.

SubGroupMaskType

NULLvarchar(64)A series of characters (Y and N) indicating whichsub-skill groups to create for the skill group. Ignoredif SubGroupMaskType is 0.

SubSkillGroupMask

NOTNULL

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

UserDeletable

Skill_Group_Five_MinuteThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

It gets populated on central and HDS databases. This table contains statistics about each skill group duringthe five-minute interval.

The Unified ICM generates Skill_Group_Five_Minute records for each skill group.

Related table


Table 378: Indexes for Skill_Group_Five_Minute Table



XAK1Skill_Group_Five_Minute

DateTime, SkillTargetID, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKSkill_Group_Five_Minute

Table 379: Fields in Skill_Group_Five_Minute Table

Keys andNULLOption


NULLDBINTNumber of agents in group in the Available state atthe end of the five-minute interval.

Avail


All TablesSkill_Group_Five_Minute

Keys andNULLOption


NULLDBINTThe total time, in seconds, that agents in the skillgroup were in the Available state for any skill groupduring the five-minute interval. AvailTime isincluded in the calculation of LoggedOnTime.

AvailTimeTo5

NULLDBINTAverage talk time in seconds for calls counted ashandled by the skill group during the five-minutewindow. This value is calculated as follows:HandledCallsTalkTimeTo5 / CallsHandledTo5

AvgHandledCallsTalkTime is calculated only forhandled calls, which are calls that are finished (thatis, any after-call work associated with the call hasbeen completed). This field is updated in thedatabase when any after-call work associated withthe call is completed.


NULLDBINTAverage talk time in seconds for calls counted ashandled by the skill group during the five-minutewindow. This value is calculated as follows:HandledCallsTalkTimeTo5 / CallsHandledTo5

The AvgHandledCallsTime value is updated in thedatabase when any after-call work time associatedwith the call is completed.


NULLDBINTNumber of agents in the BusyOther state at the endof the five-minute interval.

BusyOther

NULLDBINTNumber of seconds agents spent in the BusyOtherstate during the five-minute window.BusyOtherTime is included in the calculation ofLoggedOnTime.

BusyOtherTimeTo5

NULLDBINTNumber of calls answered by agents in the skillgroup during the five-minute window. The countfor CallsAnswered is updated at the time the call isanswered.

CallsAnsweredTo5



Keys andNULLOption


NULLDBINTCalls that by been answered and have completedwrap-up by the skill group during the five-minutewindow.

A handled call is:




CallsHandledTo5

PK NOTNULL


DateTime

NULLDBINTNumber of agents in the skill group logged on at theend of the five-minute interval.

LoggedOn

NULLDBINTTime in seconds that the longest available agent forthe skill group has been available.

LongestAvailAgent

NULLDBINTNumber of agents in the skill group in the Not Readystate at the end of the five-minute interval.

NotReady

NULLDBINTThe total time in seconds that agents in the skillgroup were in the Not Ready state for any skill groupduring the five-minute window. NotReadyTime isincluded in the calculation of LoggedOnTime.

NotReadyTimeTo5

NULLDBFLT4Percentage of Ready time that agents in the skillgroup spent talking or doing call work during thefive-minute window. This is the percentage of timeagents spend working on calls versus the time agentswere ready.


NULLDBINTNumber of agents in the skill group in the Readystate at the end of the five-minute interval.

Ready

NOTNULL


AK-1 NOTNULL


RecoveryKey



Keys andNULLOption


NULLDBINTTime agents in the skill group spent in the Reservedstate during the five-minute window.ReservedStateTime is included in the calculation ofLoggedOnTime.

ReservedStateTimeTo5

PK, FKNOTNULL

DBINTThe SkillTargetID of the agent. Together with theSkillGroupSkillTargetID, identifies the skill groupmember. Foreign key from skill group table.

SkillTargetID

NULLDBINTNumber of agents in the skill group talking oninbound calls at the end of the five-minute interval.Inbound calls are ACD calls arriving on trunks (thatis, calls that are not internally generated).

TalkingIn

NULLDBINTNumber of agents in the skill group talking oninternal calls (neither inbound nor outbound) at theend of the five-minute interval. Examples of "othercalls include agent-to-agent transfers and supervisorcalls.

TalkingOther

NULLDBINTNumber of agents in the skill group talking onoutbound calls at the end of the five-minute interval.

TalkingOut

NULLDBINTNumber of seconds agents in the skill group werein the Talking state during the five-minute window.

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

TalkTimeTo5

PK, NOTNULL


TimeZone

NULLDBINTThis field is not used.Unused1

NULLDBINTNumber of agents in the skill group in theWork NotReady state at the end of the five-minute interval.

WorkNotReady

NULLDBINTNumber of seconds agents in the skill group werein the Work Not Ready state during the five-minutewindow. WorkNotReadyTime is included in thecalculation of LoggedOnTime.

WorkNotReadyTimeTo5

NULLDBINTNumber of agents in the skill group in the WorkReady state at the end of the five-minute interval.

WorkReady



Keys andNULLOption


NULLDBINTNumber of seconds agents in the skill group werein the Work Ready state during the five-minuteinterval. WorkReadyTime is included in thecalculation of LoggedOnTime.

WorkReadyTimeTo5

Skill_Group_IntervalThis section describes the Skill Group Interval table.

For any calls that are routed using a Precision Queue, only the RouterCallsOffered and RouterErrorCodefields in the corresponding Skill_Group_Interval table are updated. No other fields are updated for these calls.

In the Skill_Group_Interval table, the Hold time is calculated based on the agent state.Note

Table 380: Indexes for Skill_Group_Interval Table


DateTime, SkillTargetID, TimezonePRIMARY KEYXPKSkill_Group_Interval

Recovery KeyUNIQUEXAK1Skill_Group_Interval

DbDateTimeNonclusteredXIE1Skill_Group_Interval

Table 381: Fields in Skill_Group_Interval Table

Keys andNULLOption


YESDBINTThe number of outbound calls that abandon whileon hold. This is reported by OPC.

AbandonHoldCallsOut


All TablesSkill_Group_Interval

Keys andNULLOption


YESDBINTAverage talk time in seconds for inbound callsassociated with the skill group that were handledduring the reporting interval. This value is calculatedas follows:HandledCallsTalkTime / CallHandled.AvgHandledCallsTalkTime is calculated only forhandled calls, which are calls that are finished (thatis, any after-call work associated with the call hasbeen completed). This field is counted when anyafter-call work associated with the call is completed,and the database is updated every reporting.

In a Unified CCE Enterprise Gatewaydeployment, a Unified ICM (parent)connected with a Unified CCE with aUnified CCE System PG (child) or CiscoUnified Contact Center Express (child)through Unified CCE Gateway PG,network queuing data is not available inthe child or in the child agent orsupervisor desktops. The time spent inthe network queue is not included in thereporting metrics in the child. A callcenter manager, who would normallyonly look at the Unified CCE childreports, must also look at the parentUnified ICM reports for network queuingdata.

Note

AvgHandledCallsTalkTime



Keys andNULLOption


YESDBINTThe sum of the answer wait times of all callsassociated to an agent in this skill group or precisionqueue answered during the reporting interval.AnswerWaitTime is updated at the time the call isanswered, and the database is updated at everyreporting interval.

In Unified ICM,AnswerWaitTime is calculated fromthe following fields in the Termination_Call_Detailtable:

• DelayTime

• LocalQTime

• RingTime

In Unified CCE, AnswerWaitTime is calculatedfrom the following fields in theTermination_Call_Detail table:

• DelayTime

• RingTime

• NetworkSkillGroupQTime

AnswerWaitTime

YESDBINTTotal number of ACD calls to the skill group thatwere 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.

AbandonRingCalls

YESDBINTTotal ring time associated with ACD calls to theskill group that were abandoned while alerting anagent's position. RingTime occurs after anyDelayTime and LocalQTime. The value is countedat the time the call disconnects, and the database isupdated every reporting.

AbandonRingTime

YESDBINTThe total number of ACD calls to the skill groupthat abandoned while being held at an agentsposition. The value is counted at the time the calldisconnects, and the database is updated everyreporting.

AbandonHoldCalls



Keys andNULLOption


YESDBINTTotal talk time, in seconds, outbound ACD callshandled by agents associated with this skill groupthat ended during the reporting interval. The valueincludes the time spent from the agent beginning thecall to when the agent begins after-call work for thecall. The value is counted when the after-call-worktime associated with the call (if any) is completed,and the database is updated every reporting.

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

Note

AgentOutCallsTalkTime

YESDBINTThe total number of outboundACD calls by an agentassociated with this skill group that ended duringthe current reporting interval that were placed onhold at least once during the life of the call. Thevalue is counted when the after-call work associatedwith the call (if any) is completed, and the databaseis updated every reporting.

AgentOutCallsOnHold

YESDBINTTotal number of seconds outbound ACD calls wereplaced on hold by agents associated with this skillgroup. This value updated in the database whenafter-call work associated with the call (if any) iscompleted.

AgentOutCallsOnHoldTime

YESDBINTNot currently used.AgentTerminatedCalls

YESDBINTAverage handle time in seconds for inbound callsassociated with the skill group that were handledduring the reporting interval. This value is calculatedas follows: HandledCallsTime / CallsHandled. TheAvgHandledCallsTime value is counted when anyafter-call work time associated with the call iscompleted, and the database is updated everyreporting.

AvgHandledCallsTime

YESDBINTThe total number of AutoOut (predictive) calls madeby agents associated with this skill group that endedduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) has completed, and the database isupdated every reporting.

AutoOutCalls



Keys andNULLOption


YESDBINTThe total handle time, in seconds, for AutoOut(predictive) calls handled by agents associated withthis skill group that ended during the reportinginterval. Handle time includesWorkTime, TalkTime,and HoldTime. The AutoOutCallsTime valueincludes the time spent from the call being initiatedto when the agent completes after-call work time forthe call. The value is counted when the after-callwork time associated with the call (if any) hascompleted, and the database is updated everyreporting.

AutoOutCallsTime

YESDBINTTotal talk time, in seconds, for AutoOut (predictive)calls handled by agents associated with this skillgroup that ended during the reporting interval. Thisvalue includes the time spent from the call beinginitiated to when the agent begins after-call workfor the call. It includes the HoldTime associated withthe call. AutoOutCallsTalkTime is counted whenthe after-call work time associated with the call (ifany) has completed, and the database is updatedevery reporting.


YESDBINTThe total number of ended AutoOut (predictive)calls that agents associated with this skill group haveplaced on hold at least once. The value is countedwhen the after-call work time associated with thecall (if any) has completed, and the database isupdated every reporting.

AutoOutCallsOnHold

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


YESDBINTThe total handle time, in seconds, for outboundACDcalls handled by the skill group that ended duringthe reporting interval. Handle time includesWorkTime, TalkTime, and HoldTime. TheAgentOutCallsTime value includes the time spentfrom the agent beginning the call to when the agentcompletes after-call work time for the call. The valueis counted when the after-call work time associatedwith the call (if any) is completed, and the databaseis updated every reporting.

AgentOutCallsTime



Keys andNULLOption


YESDBINTThe total number of outbound ACD calls made byagents in the skill group that ended during areporting interval. The value is counted when anyafter-call work time associated with the call iscompleted, and the database is updated everyreporting.

AgentOutCalls

YESDBINTTotal time in seconds agents associated with thisskill group were in the Not_Active state for this skillgroup during the reporting interval. AvailTime isincluded in the calculation of LoggedOnTime.

AvailTime

YESDBINTThe number of calls associated with this skill groupbarged in on either by the supervisor or by the agent.This field is applicable for Unified CCE only.

BargeInCalls

NULLDBINTThe ID of Bucket Intervals from the Bucket_Intervaltable used to generate the followingRouterAnsInterval and RouterAbandInterval fieldsin this record.

BucketIntervalID

YESDBINTNumber of seconds agents have spent in theBusyOther state for this skill group during thereporting interval. BusyOtherTime is included in thecalculation of LoggedOnTime.

BusyOtherTime

YESDBINTFor skill groups assigned to campaigns only per theCampaign Skill Group. As skill groups are oftenreused for new campaigns, this provides a historicaltrail for proper reporting. Filled in by the CallRouter.

CampaignID

YESDBINTNumber of callbackmessages processed by the skillgroup during the reporting interval.

CallbackMessages

YESDBINTNumber of seconds the skill group spent processingcallback messages during the reporting interval.

CallbackMessagesTime



Keys andNULLOption


YESDBINTThe number of inbound ACD calls answered andwrap-up completed by agents associated with thisskill group during the reporting interval.

This field is applicable for Unified ICM and UnifiedCCE. A handled call is:

1. An incoming ACD call that was answered byan agent, and then completed.

2. A non-voice task that the agent started workingon then completed.

A handled call or task is completed when the agentassociated with the call or task finishes the wrap-upwork associated with the call or task.

CallsHandled

YESDBINTNumber of routed calls answered by agentsassociated with this skill group during the giveninterval. CallsAnswered is incremented in theinterval where the call is answered, as opposed toCallsHandled which is incremented in the intervalwhere the call ends.

With the existence of a network VRU, ina Unified CCE deployment with aUnified CCE System PG, this value doesnot include time spent in the networkVRU.

Note

CallsAnswered

NULLDBINTThe number of external consult calls the agents inthis skill group completed during this interval.

ConsultOutCalls

NULLDBINTTime the agents in this skill group spent on consultexternal calls. It includes talk, hold, and wrap time.Time is counted when the call ends. This time

ConsultOutCallsTime

YESDBINTThe number of consultative calls agents associatedwith the skill group that ended in this reporting. Thecount is counted when the after-call work timeassociated with the consultative call (if any) iscompleted, and the database is updated everyreporting.

ConsultativeCalls

YESDBINTThe number of seconds agents associated with thisskill group spent handling a consultative call. Thevalue is counted when the after-call work timeassociated with the consultative call (if any) iscompleted, and the database is updated everyreporting.

ConsultativeCallsTime



Keys andNULLOption


YESDBINTThe number of calls received by this skill group forthe current reporting interval. In Unified CCE witha Unified CCE System PG, a call is counted asoffered when it is sent to a skill group. In UnifiedCCE without a Unified CCE System PG, a call iscounted as offered only when it is answered.

For consistent values, in Unified CCEregardless of whether there is a UnifiedCCESystemPG, useRouterCallsOffered.

Note

CallsOffered

YESDBINTThe number of calls queued to this skill group bythe ACD in the current reporting interval. In UnifiedCCE with a Unified CCE System PG, this field isapplicable and is updated when a call is queued tothe skill group.

Not applicable for Unified CCE withouta Unified CCE System PG and is notupdated.

Note

For consistent values, in Unified CCE regardless ofwhether there is a Unified CCE System PG, useRouterQueueCalls.

CallsQueued

YESDBINTThe number of incoming calls skill group agentswere conferenced into. Incoming calls include ACDand non-ACD calls. The value is counted when theagent drops off the call or the call becomes a simpletwo-party call, and the database is updated everyreporting.

For blind conferences in Unified CCEwith a Unified CCE System PG, this fieldis updated when an agent later answersthe call that was blind conferenced to aVRU. For this call scenario, this field isnot updated in Unified CCE without aUnified CCE System PG.

Note

ConferencedInCalls



Keys andNULLOption


YESDBINTThe number of seconds agents associated with thisskill group were involved in incoming conferencecalls. Conferenced in calls include both ACD andnon-ACD. The value is counted when the agentdrops off the call or the call becomes a simpletwo-party call, and the database is updated everyreporting. For blind conferences in Unified CCE,the value is counted when an agent blind conferencesthe call to a VRU, and the database is updated everyreporting. For blind conferences in Unified CCEwith a Unified CCE System PG, the value is notupdated in the database until another agent lateranswers the call that was blind conferenced to aVRU.

For blind conferences in Unified CCEwith a Unified CCE System PG, this fieldis updated when another agent lateranswers the call that was blindconferenced to a VRU. For this callscenario, this field is not updated inUnified CCE without a Unified CCESystem PG.

Note

ConferencedInCallsTime

YESDBINTThe number of conference calls that the skill groupagents initiated. The conferenced out calls includeACD and non-ACD calls. The value is countedwhenthe agent drops off the call or the call becomes asimple two-party call, and the database is updatedevery reporting.

ConferencedOutCalls

YESDBINTThe number of seconds that agents spent onconference calls that they initiated. This includestime spent on both ACD and non-ACD conferencecalls initiated by the agent. The value is countedwhen the agent drops off the call or the call becomesa simple two-party call, and the database is updatedevery reporting.

ConferencedOutCallsTime

NOTNULL

DBSMALLDATEThe date and time at the start of the reportinginterval.

DateTime

YESDBDATETIMEThe current date and time stamp when the recordsare written to the HDS database. The logger databasehas NULL for this column.

DbDateTime

YESDBINTThe number of emergency assist requests either bythe agent or by the supervisor. This field isapplicable for Unified CCE only.

EmergencyAssists



Keys andNULLOption


YESDBINTNumber of seconds where all calls to an agent areon hold during the reporting interval. HoldTime iscounted only while the agent is doing no othercall-related activity. HoldTime is included in thecalculation of LoggedOnTime.

HoldTime

YESDBINTThe number of seconds that agents spent inTalkTime for calls associated with this skill groupthat ended in this reporting interval. This field isapplicable for both Unified ICM, Unified CCE andOutbound Option.

HandledCallsTalkTime

YESDBINTThis field only applies to configured skill groups.The number of seconds an agent spent answeringthe call (including the time the call was on hold) tothe time the agent completed the after-call workassociated with the call.



Note


Note

HandledCallsTime

YESDBINTTotal number of seconds that inbound ACD callsthat agents associated with the skill group placed onhold that ended during the reporting interval. Thevalue is counted when the after-call work timeassociated with the call (if any) is completed, andthe database is updated every reporting.

IncomingCallsOnHoldTime

YESDBINTThe total number of inbound ACD calls that agentsassociated with the skill group placed on hold atleast once during the reporting interval. The valueis counted when the after-call work time associatedwith the call (if any) is completed, and the databaseis updated every reporting.

IncomingCallsOnHold

YESDBINTThe total number of seconds internal calls agentsassociated with the skill group ended in thisreporting ever put on hold. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting.

InternalCallsOnHoldTime



Keys andNULLOption


YESDBINTThe total number of internal calls that agentsassociated with the skill group ended in thisreporting that were ever placed on hold. The valueis counted when the after-call work time associatedwith the call (if any) is completed, and the databaseis updated every reporting.

InternalCallsOnHold

YESDBINTNumber of seconds spent on internal calls receivedby the agent during the reporting interval. The valueis incremented when the after-call-work timeassociated with the call has completed.

InternalCallsRcvdTime

YESDBINTNumber of internal calls associated with this skillgroup that agents received and that ended duringthis reporting interval. The value is counted whenthe after-call work time associated with the call (ifany) is completed, and the database is updated everyreporting.

InternalCallsRcvd

YESDBINTNumber of internal calls agents associated with thisskill group ended during the reporting interval. Thevalue is counted when the after-call work timeassociated with the call (if any) is completed, andthe database is updated every reporting.

InternalCalls

YESDBINTNumber of seconds spent on internal calls initiatedby the agent during the reporting interval. The valueis incremented when the after-call-work timeassociated with the call has completed.

InternalCallsTime

YESDBINTThe number of seconds during which all calls to theagent are in interrupted state during the reportinginterval.

InterruptedTime

YESDBINTThe number of calls intercepted either by thesupervisor or by the agent. This field is applicablefor Unified CCE only.

InterceptCalls



Keys andNULLOption


YESDBINTTotal time, in seconds, agents associated with thisskill group were logged on during the reportinginterval. This field is applicable for both UnifiedICM, 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

LoggedOnTime

YESDBINTThe number of calls monitored either by thesupervisor or by the agent. This field is applicablefor Unified CCE only.

MonitorCalls

YESDBINTThe number of Network consultative calls completedby agents in the skill group with at least one call onhold. The count is counted when the after-call worktime associated with the consultative call (if any) iscompleted, and the database is updated everyreporting.

NetConsultativeCalls

YESDBINTThe number of seconds agents in the skill groupspent handling a Network consultative call with atleast one call on hold. The value is counted whenthe after-call work time associated with theconsultative call (if any) is completed, and thedatabase is updated every reporting.

NetConsultativeCallsTime



Keys andNULLOption


YESDBINTThe number of Network conference calls that theskill group agents initiated. The conferenced outcalls only include Network conference calls. Thevalue is counted when the agent drops off the callor the call becomes a simple two-party call, and thedatabase is updated every reporting.

NetConferencedOutCalls

YESDBINTThe number of seconds that agents spent on Networkconference calls that they initiated. This onlyincludes time spent on Network conference callsinitiated by the agent. This database element usesConferenceTime from the Termination_Call_Detailtable. The value is counted when the agent drops offthe call or the call becomes a simple two-party call,and the database is updated every reporting.

NetConfOutCallsTime

YESDBINTNumber of calls that were network (Blind andConsultative) transferred out of the skill groupduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting.

NetTransferOutCalls

YESDBINTTotal seconds agents were in the Not Ready statefor this skill group during the reporting interval.NotReadyTime is included in the calculation ofLoggedOnTime.

NotReadyTime

YESDBFLT4Percentage of Ready time that agents associated withthis skill group spent talking or doing call workduring the reporting interval. This is the percentageof time these agents spent working on calls versusthe time agents were ready.

PercentUtilization

NULLDBINTForeign Key from Precision_Queue table.PrecisionQueueID

YESDBINTTotal number of outbound Preview calls made byagents associated with this skill group that endedduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) has completed, and the database isupdated every reporting.

PreviewCalls



Keys andNULLOption


YESDBINTTotal handle time, in seconds, for outbound Previewcalls handled by agents associated with this skillgroup that ended during the reporting interval.Handle time includes WorkTime, TalkTime, andHoldTime. The PreviewCallsTime value includesthe time spent from the call being initiated to whenthe agent completes after-call work time for the call.The value is counted when the after-call work timeassociated with the call (if any) has completed, andthe database is updated every reporting.

PreviewCallsTime

YESDBINTTotal talk time, in seconds, for outbound Previewcalls handled by agents associated with this skillgroup that ended during the reporting interval. Thisvalue includes the time spent from the call beinginitiated to when the agent begins after-call workfor the call. It therefore includes the HoldTimeassociated with the call. PreviewCallsTalkTime iscounted when the after-call work time associatedwith the call (if any) has completed. This field isapplicable for both Unified ICM and Unified CCE,and the database is updated every reporting.


YESDBINTThe total number of ended outbound Preview callsthat agents associated with this skill group haveplaced on hold at least once during the reportinginterval. The value is counted when the after-callwork time associated with the call (if any) hascompleted, and the database is updated everyreporting.

PreviewCallsOnHold

YESDBINTThe total number of seconds outbound Preview callswere placed on hold by agents associated with thisskill group during the reporting interval. The valueis counted when the after-call work associated withthe call (if any) has completed, and the database isupdated every reporting.


YESDBINTFor Outbound Option, the number of reservationcalls received by agents in this skill group duringthe reporting interval.

ReserveCalls

YESDBINTFor Outbound Option, the time during the reportinginterval that outbound agents in this skill group spenton reservation calls waiting for delivery of aCampaign customer call. This includes preview timefor Preview, Direct Preview, and Personal Callbackcalls.

ReserveCallsTime



Keys andNULLOption


YESDBINTFor Outbound Option, the talk time for agents in thisskill group on reservation calls during the reportinginterval. This is calculated using Call State.

ReserveCallsTalkTime

YESDBINTFor Outbound Option, the number of reservationcalls for agents in this skill group placed on holdduring the reporting interval.

ReserveCallsOnHold

YESDBINTFor Outbound Option, the time that reservation callsfor agents in this skill group are on hold during thereporting interval.

ReserveCallsOnHoldTime

NOTNULL


RecoveryKey

YESDBINTThe number of ACD calls to the skill group that rangat an agent's terminal and redirected on failure toanswer. The value is counted at the time the call isdiverted to another device, and the database isupdated every reporting.

RedirectNoAnsCalls

YESDBINTThe number of seconds ACD calls to the skill grouprang at an agent's terminal before being redirectedon failure to answer on failure to answer. The valueis counted at the time the call is diverted to anotherdevice, and the database is updated every reporting.

RedirectNoAnsCallsTime



Keys andNULLOption


NULLDBINTNumber of calls abandoned within interval 1. ForSkill Group Interval, RouterAbandInterval iscalculated from when the call is queued to a skillgroup or a precision queue, to when the call isabandoned.

This column is applicable to both third-party ACDsand Unified CCE with the following exception: thecolumn is not incremented if the call abandons afterit is routed to a standard ACD, unless the call wastranslation routed.

In a Unified CCE Enterprise Gateway deployment,a Unified ICM (parent) connected with a UnifiedCCE and with a Unified CCE System PG (child) orCisco Unified Contact Center Express (child)throughUnified CCEGateway PG, network queuingdata is not available in the child or in the child agentor supervisor desktops. The time spent in thenetwork queue is not included in the reportingmetrics in the child. A call center manager, whowould normally only look at the Unified CCE childreports, must also look at the parent Unified ICMreports for network queuing data.

RouterAbandInterval1

NULLDBINTNumber of calls abandoned within interval 2. SeeRouterAbandInterval1.


















Keys andNULLOption




NULLDBINTNumber of calls answeredwithin interval 1. For SkillGroup Interval, RouterAnsInterval is calculated fromwhen the call is queued to a skill group or a precisionqueue, to when the call is answered.

This column is applicable to both third-party ACDsand CC Enterprise with the following exception: thecolumn is not incremented if an agent on athird-party ACD answers the call, unless the callwas translation routed.

In a Unified CCE Enterprise Gateway deployment,aUnified ICM (parent) connected with a Unified CCEwith a Unified CCE System PG (child) or CiscoUnified Contact Center Express (child) throughUnified CCE Gateway PG, network queuing data isnot available in the child or in the child agent orsupervisor desktops. The time spent in the networkqueue is not included in the reporting metrics in thechild. A call center manager, who would normallyonly look at the Unified CCE child reports, mustalso look at the parent Unified ICM reports fornetwork queuing data.

With the existence of a network VRU, for UnifiedCCE and for Unified ICM systems in which callsare translation-routed, the measurement of ServiceLevel begins when the call arrives at the routingscript, or when its call type is changed. This meansthat if self-service is performed on a call before thecall is queued to an agent, the routing script mustchange the call type of the call when self-service iscompleted. Otherwise, the time spent in self-servicenegatively impacts the Service Level.

RouterAnsInterval1

NULLDBINTNumber of calls answered within interval 2. SeeRouterAnsInterval1.

RouterAnsInterval2


RouterAnsInterval3


RouterAnsInterval4


RouterAnsInterval5



Keys andNULLOption



RouterAnsInterval6


RouterAnsInterval7


RouterAnsInterval8


RouterAnsInterval9


RouterAnsInterval10

YESDBINTNumber of calls queued to the group by theCallRouter that were abandoned during the half-hourinterval. The CallRouter sets this field.

RouterCallsAbandQ

DBINTThe summation of time spent waiting in queue withthis skill group by callers that abandon before beingrouted to an agent.

The CallRouter sets this field.

RouterDelayQAbandTime

NULLDBINTThe maximum number of calls queued for this skillgroup during this interval. Calls queued againstmultiple skill groups are included in the count foreach skill group it was queued to.


RouterMaxCallsQueued

NULLDBINTThe longest a call had to wait before being answered,abandoned, or otherwise ended. This includes timein the network queue, local queue, and ringing at theagent if applicable.


RouterMaxCallWaitTime

YESDBINTNumber of calls queued to the group by theCallRouter during the reporting interval. TheCallRouter sets this field.

RouterQueueCalls

NOTNULL


NULLDBINTThe value indicates Half Hour boundary interval (0- 47). Two 15 minute interval records will have aunique half hour boundary value.

ReportingHalfHour



Keys andNULLOption


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

ReportingInterval

YESDBINTHow long an agent is in Reserved state. This iscounted using Agent State.

ReservedStateTime

YESDBINTThe number of calls routed or queued for the SkillGroup in the reporting interval. The CallRouter setsthis field.

This fields does not include local ACD calls, notrouted by Unified ICM. Such calls are counted inthe CallsOffered field of Skill_Group tables.

Note: RouterCallsOffered =RouterCallsAbandToAgent + CallsHandled +RouterCallsDequeued + RedirectNoAnsCalls +RouterError + ReserveCalls + RouterCallsAbandQ+ RouterCallsAbandDequeued

This field is applicable to Unified CCE environmentsand to Unified ICM environments where calls aretranslation-routed to Skill Groups.

This value is incremented by:

1. CallType short calls, which are counted asabandoned for Skill Groups. (There is no shortcall count in the Skill_Group_Real_Time table.)

2. Calls that are cancelled bis Cancel Queue nodeand 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.

For precision queue skill groups, thisvalue increments when a call is sent to aperipheral.

Note

RouterCallsOffered



Keys andNULLOption


YESDBINTIn the reporting interval, the number of callsabandoned after they have been routed to the agentdesktop and before they have been answered (forexample, Abandon Ringing). This field is applicablefor Unified CCE systems and for systems wherecalls are translation-routed to Skill Groups.


For precision queue skill groups, thisvalue counts the number of callsabandoned after the calls are routed to anagent desktop and before the calls areanswered.

Note


YESDBINTThe number of calls that were de-queued from thisskill group to be routed to another skill group in thereporting interval. This field is also incrementedwhen a call is de-queued by a Cancel Queue node.This field is applicable to Unified CCE environmentsand to ICM environments where calls aretranslation-routed to Skill Groups.


RouterCallsDequeued

YESDBINTThe number of calls that resulted in an errorcondition in the reporting interval. This field isapplicable to Unified CCE environments and toUnified ICM environments where calls aretranslation-routed to Skill Groups.


For precision queue skill groups, thisvalue counts the number of calls resultingin an error condition after the calls arerouted to an agent desktop.

Note

RouterError



Keys andNULLOption


YESDBINTThe number of calls that were abandoned andde-queued from this skill group. When a call isqueued to multiple skill groups and abandoned, theRouterCallsAbandQ field is incremented for oneskill group and RouterCallsAbandDequeued isincremented for all the other skill groups. The groupthat is charged with the abandon is the group towhich the call had been continuously queued to thelongest at the time of the abandon. Normally, thiswould be the first group the script queued the callto, unless a more complicated dequeue, queue, orrequeue scenario changes the order.

The term "continuously queued" means that if a callis queued to a group, later dequeued, and still laterrequeued, the earlier time in queue is not used indetermining which group the abandon is chargedagainst.

This field is applicable to Unified CCE environmentsand to Unified ICM environments where calls aretranslation-routed to Skill Groups.


RouterCallsAbandDequeued






NOTNULL

DBINTThe SkillTargetID of the skill group. Together withthe SkillGroupSkillTargetID, identifies the skillgroup member.

SkillTargetID

YESDBINTNumber of calls for which agents received supervisorassistance during the reporting interval. The valueis counted when the supervisor-assisted callcompletes, and the database is updated everyreporting. This field is applicable for Unified CCE.

SupervAssistCalls

YESDBINTNumber of seconds agents associated with this skillgroup spent on supervisor-assisted calls during thereporting interval. The value is counted when thesupervisor-assisted call completes, and the databaseis updated every reporting. This field is applicablefor Unified CCE.

SupervAssistCallsTime



Keys andNULLOption


YESDBINTThe number of calls answered by agents associatedwith this skill group where the duration of the callsfalls short of the AnsweredShortCalls threshold. Youmight choose to factor these calls out of handle timestatistics. Inbound ACD short calls are counted asHandled. AGENT_INSIDE short calls are countedas InternalCallsRcvd.

ShortCalls

YESDBFLT4Service Level for the skill group during the reportinginterval. This value is computed based on theServiceLevelCalls, ServiceLevelCallsoffered,ServiceLevelCallsAband, and CallsDequeued.


They are:

1. Ignore Abandoned Calls ServiceLevel =ServiceLevelCalls / (ServiceLevelCallsoffered- ServiceLevelCallsAband -RouterCallsDequeued -RouterCallsAbandDequeue).

2. Abandoned Calls have Negative ImpactServiceLevel = ServiceLevelCalls /ServiceLevelCallsoffered -RouterCallsDequeued -RouterCallsAbandDequeue).

3. Abandoned Calls have Positive ImpactServiceLevel = (ServiceLevelCalls +ServiceLevelCallsAband) /(ServiceLevelCallsoffered -RouterCallsDequeued -RouterCallsAbandDequeue).


Note

ServiceLevel



Keys andNULLOption


YESDBINTThe total number of calls of this skill group answeredwithin the service level threshold during thereporting interval. For Skill Group Interval,ServiceLevelCalls is calculated from when the callis queued to a skill group or a precision queue, towhen the call is answered.

Calls may abandon while in the Skill Group queue,or they may abandon after they have been routed toa Skill Group. Calls that abandon after they arerouted to a Skill Group are identified by TCDrecords with abandoned call disposition. If the callis queued and abandons before it is routed to anySkill Groups (within the ServiceLevel threshold),the Router increments this value for ALL the SkillGroups this call was queued for. If the call abandonsafter it was routed to a Skill Group, that Skill Groupwill have ServiceLevelCallsAband incremented.Other Skill Groups have ServiceLevelCallsDequeuedincremented. Dequeuing the call by a Cancel Nodehas no impact on ServiceLevelCallsAband. Thisfield is relevant to the Unified CCE environmentonly.


ServiceLevelCalls

YESDBINTThe total number of calls of this skill groupabandoned within the service level threshold duringthe reporting interval. For Skill Group Interval,ServiceLevelCallsAband is calculated from whenthe call is queued to a skill group or a precisionqueue, to when the call is abandoned.

Calls may abandon while in the Skill Group queue,or they may abandon after they have been routed toa Skill Group. Calls that abandon after they arerouted to a Skill Group are identified by TCDrecords with abandoned call disposition flag. If thecall is queued and abandons before it is routed toany Skill Groups (within the ServiceLevelthreshold), the Router increments this value for ALLthe Skill Groups this call was queued for. If the callabandons after it was routed to a Skill Group, thatSkill Group will have ServiceLevelCallsAbandincremented. This field is relevant to the UnifiedCCE environment only.

ServiceLevelCallsAband



Keys andNULLOption


YESDBINTThe number of queued calls de-queued from a skillgroup within the skill ServiceLevel threshold in thereporting interval. Calls may be de-queued by aCancel Queue node or de-queued from this SkillGroup to be routed to a different Skill Group.


Note


Note


YESDBINTThe calls that ended in Error state within the skillgroup Service Level threshold during the reportinginterval.


Note


Note

ServiceLevelError

YESDBINTThe calls that redirected on no answer within theService Level threshold during the reporting interval.These calls are part of the ServiceLevelCallsOffered.

Note: This field is relevant to the Unified CCEenvironment only.

Note:With the existence of a network VRU, thisvalue includes time in the network queue.

ServiceLevelRONA



Keys andNULLOption


YESDBINTThe number of calls routed to a skill group or queuedfor a skill group in the reporting interval.

Includes the following categories of calls:

1. Calls that are answered within the ServiceLevelthreshold.

2. Calls that are abandonedwithin the ServiceLevelthreshold.

3. Calls that are redirected within the ServiceLevelthreshold. (This is consistent with Call TypeServiceLevel).

4. Calls that are not complete after theServiceLevel threshold has passed (that is, callsqueued longer than the Service Level threshold).

ServicelevelCallsOffered field, callsthat encountered an error are counted,irrespective of how the calls ended(within or beyond the threshold). Youcan use the RouterError field toexclude all the erroneous calls andServiceLevelError field to excludeerroneous calls before threshold.

Note


Note


Note


NOTNULL


TimeZone

YESDBINTNumber of seconds agents associated with this skillgroup spent talking on inbound ACD calls (neitherinternal nor outbound) during the reporting interval.TalkInTime is included in the calculation ofTalkTime and LoggedOnTime.

TalkInTime



Keys andNULLOption


YESDBINTNumber of seconds agents associated with this skillgroup spent talking on external outbound orconsultative transfer calls during the reportinginterval. TalkOutTime is included in the calculationof TalkTime and LoggedOnTime.

TalkOutTime

YESDBINTNumber of seconds agents spent talking on othercalls (neither inbound nor outbound) during thereporting interval. Examples of other calls includeagent-to-agent transfers and supervisor calls.TalkOtherTime is included in the calculation ofTalkTime and LoggedOnTime.

TalkOtherTime

YESDBINTNumber of calls transferred into the skill groupduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting. In Unified CCEwith a Unified CCESystem PG, a call is counted as offered when it issent to a skill group. In Unified CCE, a call iscounted as offered only when it is answered. Thisfield is applicable for both Unified ICM and UnifiedCCE.

For blind transfers in Unified CCE witha Unified CCE System PG, this fieldupdates when the call that is blindtransferred to a VRU is subsequentlytransferred to another agent and the agentanswers the call. For this call scenario,this field is not updated in Unified CCEwithout a Unified CCE System PG.

Note

TransferInCalls

YESDBINTTotal seconds agents associated with this skill groupwere in the Talking state during the reportinginterval.

This value is based on the following:

1. TalkInTime

2. TalkOutTime

3. TalkOtherTime

4. TalkAutoOutTime

5. TalkPreviewTime

6. TalkReservedTime

TalkTime



Keys andNULLOption


YESDBINTNumber of seconds agents associated with this skillgroup spent handling transferred in calls that endedduring this reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting.

Note: For blind transfers in Unified CCE with aUnified CCE System PG, this field is updated whenthe call that was blind transferred to an IVR is latertransferred to another agent and the agent answersthe call. For this call scenario, this field is notupdated in Unified CCE without a Unified CCESystem PG.

TransferInCallsTime

YESDBINTNumber of calls transferred out of the skill groupduring the reporting interval. The value is countedwhen the after-call work time associated with thecall (if any) is completed, and the database is updatedevery reporting.

TransferOutCalls

YESDBINTNumber of seconds the agent spent talking onAutoOut (predictive) calls during the reportinginterval. TalkAutoOutTime is included in thecalculation of LoggedOnTime.

TalkAutoOutTime

YESDBINTNumber of seconds the agent spent talking onoutbound Preview calls during the reporting interval.TalkAutoOutTime is included in the calculation ofLoggedOnTime.

TalkPreviewTime

YESDBINTNumber of seconds the agent spent talking on agentreservation calls during the reporting interval.TalkReserveTime is included in the calculation ofLoggedOnTime.

TalkReserveTime

YESDBINTTotal time in seconds agents associated with thisskill groupwere in theWORK_NOT_READY stateduring the reporting interval. WorkNotReadyTimeis included as in the calculation of LoggedOnTime.

WorkNotReadyTime

YESDBINTTotal seconds agents in the skill group were in theWORK_READY state for tasks associated with thisskill group that ended during this reporting interval.WorkReadyTime is included in the calculation ofLoggedOnTime.

WorkReadyTime



Keys andNULLOption


YESDBINTThe number of calls coached either by the supervisoror by the agent. This field is applicable for UnifiedCCE only.

WhisperCalls

Skill_Group_MemberTable

This table is one of the Skill Group Member Detail tables in the Skill Target category (see Skill Target, onpage 570). To see database rules for these tables, see Skill Target Tables, on page 624.

The Skill Group Member table maps agents to skill groups. Each skill group contains one or more memberagents. 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, on page 16 (AgentSkillTargetID maps to Agent.SkillTargetID)

Skill_Group, on page 452 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 382: Indexes for Skill_Group_Member Table


AgentSkillTargetIDnonclustered located on PRIMARYXIE1Skill_Group_Member

SkillGroupSkillTargetID, AgentSkillTargetIDclustered, unique, primary key locatedon PRIMARY

XPKSkill_Group_Members

Table 383: Fields in Skill_Group_Member Table

Keys andNULLOption


PK, FK,IE-1 NOTNULL

DBINTThe agent's SkillTargetID value.AgentSkillTargetID

PK, FKNOTNULL

DBINTThe skill group's SkillTargetID value.SkillGroupSkillTargetID


All TablesSkill_Group_Member

Skill_Group_Real_TimeThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with an Unified CCE with anIPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCCGateway PG, networkqueuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the networkqueue is not included in the reporting metrics in the child. A call center manager who would normally onlylook at the Unified CCE child reports will need to also look at the parent Unified ICM reports for networkqueuing data.

Note

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


Table 384: Indexes for Skill_Group_Real_Time Table



XPKSkill_Group_Real_Time

Table 385: Fields in Skill_Group_Real_Time Table

Keys andNULLOption


NULLDBINTThe total handle time, in seconds, for outboundACDcalls associated with this skill group that endedduring the rolling five-minute interval. Handle timeincludes WorkTime, TalkTime, and HoldTime. TheAgentOutCallsTime value includes the time spentfrom the call being initiated by the agent to the timethe agent completes after-call work time for the call.The value is updated in the database when theafter-call work time associated with the call (if any)is completed.

AgentOutCallsTimeTo5

NULLDBINTThe total number of outbound ACD calls associatedwith this skill group that ended during the currentfive-minute interval. The value is updated in thedatabase when the after-call work time associatedwith the call (if any) is completed.

AgentOutCallsTo5


All TablesSkill_Group_Real_Time

Keys andNULLOption


NULLDBINTIt is the current (rolling) five-minute interval totalof:

• In Unified ICM, the time in seconds fromwhen the call first arrives at the ACD to whenthe agent answers the call.

AnswerWaitTime is calculated from thefollowing:

• DelayTime

• LocalQTime

• RingTime

• In Unified CCE, the number of seconds callsspent between first queued being queued to theskillgroup through Select (LAA) or Queue toSkillgroup nodes to when they were answeredby an agent.

AnswerWaitTime is calculated from thefollowing:

• DelayTime

• LocalQTime

• RingTime

• NetworkQTime

With the existence of a network VRU, ina Unified CCE deployment with aUnified CCE System PG, this value willnot include time spent in the networkVRU.

Note

AnswerWaitTimeTo5

NULLDBINTThe number of agents belonging to this skill groupwho are currently ApplicationAvailablewith respectto the MRD to which the skill group belongs.

An agent is Application available if the agent is NotRoutable and Available for the MRD. This meansthat the agent can be routed a task by the UnifiedWIM or Unified EIM.

ApplicationAvailable



Keys andNULLOption


NULLDBINTTotal talk time, in seconds, for AutoOut (predictive)calls handled by agents in the skill group that endedduring the current five-minute interval. This valueincludes the time spent from the call being initiatedto the time the agent begins after-call work for thecall. It includes the HoldTime associated with thecall. AutoOutCallsTalkTime is updated in thedatabase when the after-call work time associatedwith the call (if any) has completed.

AutoOutCallsTalkTimeTo5

NULLDBINTTotal handle time, in seconds, for AutoOut(predictive) calls handled by agents in the skill groupthat ended during the current five-minute interval.Handle time includes WorkTime, TalkTime, andHoldTime. The AutoOutCallsTime value includesthe time spent from the call being initiated to thetime the agent completes after-call work time forthe call. The value is updated in the database whenthe after-call work time associated with the call (ifany) has completed.

AutoOutCallsTimeTo5

NULLDBINTTotal number of AutoOut (predictive) calls made byagents in the skill group that ended during the currentfive-minute interval. The value is updated in thedatabase when the after-call-work time associatedwith the call (if any) has completed.

AutoOutCallsTo5

NULLDBINTNumber of agents for the skill group in Not_Activestate with respect to this skill group.

Avail

NULLDBINTTotal seconds agents in the skill group have been inthe Not_Active state during the current five-minuteinterval. AvailTime is included in the calculation ofLoggedOnTime.

AvailTimeTo5

NULLDBINTAverage talk time in seconds for calls counted ashandled by the skill group during the rollingfive-minute interval. This value is calculated asfollows:

HandledCallsTalkTimeTo5 / CallHandledTo5

AvgHandledCallsTalkTime is calculated only forcalls counted as handled. This field is updated in thedatabase when any after-call work associated withthe call is completed.




Keys andNULLOption


NULLDBINTAverage handle time in seconds for calls counted ashandled by the skill group during the rollingfive-minute interval. The value is calculated asfollows:

HandledCallsTimeTo5 / CallHandledTo5

The AvgHandledCallsTime value is updated in thedatabase when the after-call work time associatedwith the call is completed.


NULLDBINTNumber of agents currently in the BusyOther statewith respect to this skill group.

BusyOther

NULLDBINTNumber of seconds agents have spent in theBusyOther state during the rolling five-minuteinterval. BusyOtherTime is included in thecalculation of LoggedOnTime.

BusyOtherTimeTo5

NULLDBINTThe number of calls that were answered by the skillgroup during the rolling five-minute interval.

CallsAnsweredTo5

NULLDBINTThe number of calls that were handled by the skillgroup during the rolling five-minute interval.

This field is applicable for both Unified ICM andUnified CCE. A handled call is:




CallsHandledTo5

NULLDBINTThe total number of ongoing non-voice tasksassociated with this skill group. This field populatesfor non-voice tasks only.

CallsInProgress

NULLDBINTNumber of calls offered to the skill group during therolling five-minute interval. A call is counted onlywhen 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 fieldincremented in RouterCallsOfferedTo5.

CallsOfferedTo5



Keys andNULLOption


NULLDBINTThe number of calls currently queued to this skillgroup 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 fieldincremented in RouterCallsQNow.

CallsQueuedNow

NOTNULL


DateTime

NULLDBINTTotal talk time, in seconds, for calls counted ashandled by the skill group during the rollingfive-minute interval. It is updated in the databasewhen the after-call work time associated with thecall (if any) is completed.

HandledCallsTalkTimeTo5






NULLDBINTThis field only applies to configured skill groups.Total handle time, in seconds, for calls counted ashandled by the Precision Queue during the rollingfive-minute interval.

Handle time is number of seconds an agent spentanswering the call (including the time the call wason hold) to the time the agent completed theafter-call work associated with the call.



Note


Note

HandledCallsTimeTo5



Keys andNULLOption


NULLDBINTThe number of agents that have all active calls onhold. The agent is not in the Hold state with one callon hold and talking on another call (for example, aconsultative call). The agent must have all activecalls on hold.

Hold

NULLDBINTNumber of seconds where all calls to the agent areon hold during the rolling five-minute interval.HoldTime is counted only while the agent is doingno other call related activity. HoldTime is includedin the calculation of LoggedOnTime.

HoldTimeTo5

NULLDBINTThe number of agents belonging to this skill groupwho are currently ICMAvailable with respect to theMRD to which the skill group belongs. An agent isICM available if s/he is Routable and Available forthe MRD. This means that the agent can be routeda task by system software.

IcmAvailable

NULLDBINTThe number of seconds during which all calls to theagent are in interrupted state during the rollingfive-minute interval.

InterruptedTimeTo5

NULLDBINTNumber of agents that are currently logged on to theskill group. This count is updated each time an agentlogs on and each time an agent logs off.

LoggedOn



Keys andNULLOption


NULLDBINTTotal time, in seconds, agents were logged on to theskill group during the current (rolling) five-minuteinterval. 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.

LoggedOnTimeTo5

NULLDBDATETIMEA date and time value that specifies the time that thelongest available agent for the skill group becameavailable. If no agent was available, the value is 0

LongestAvailAgent

NULLDBDATETIMEThe date and time that the longest call in the queuefor the skill group was placed in the queue.

Not applicable for Unified CCE withouta Unified CCE System PG and is notupdated. In Unified CCE, with a UnifiedCCE System PG, this field is applicableand is updated when a call is queued tothe skill group. For consistent values, inUnified CCE regardless of whether or notthere is a Unified CCE System PG, useRouterLongestCallInQ.

Note

LongestCallQ

NULLDBINTNumber of agents in the Not Ready state for the skillgroup.

NotReady



Keys andNULLOption


NULLDBINTTotal seconds agents in the skill group have been inthe Not Ready state during the rolling five-minuteinterval. NotReadyTime is included in thecalculation of LoggedOnTime.

NotReadyTimeTo5

NULLDBINTThe number of agents whose state with respect tothis skill group is currently Interrupted.

NumAgentsInterruptedNow

NULLDBFLT4Percentage of Ready time that agents in the skillgroup spent talking or doing call work during therolling five-minute interval. This is the percentageof time agents spend working on calls versus thetime agents were ready.


NULLDBINTTotal handle time, in seconds, for outbound Previewcalls handled by agents in the skill group that endedduring the rolling five-minute interval. Handle timeincludes WorkTime, TalkTime, and HoldTime. ThePreviewCallsTime value includes the time spentfrom the call being initiated to the time the agentcompletes after-call work time for the call. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.

PreviewCallsTalkTimeTo5

NULLDBINTTotal handle time, in seconds, for outbound Previewcalls handled by agents in the skill group that endedduring the current five-minute interval. Handle timeincludes WorkTime, TalkTime, and HoldTime. ThePreviewCallsTime value includes the time spentfrom the call being initiated to the time the agentcompletes after-call work time for the call. The valueis updated in the database when the after-call worktime associated with the call (if any) has completed.

PreviewCallsTimeTo5

NULLDBINTTotal number of outbound Preview calls made byagents in the skill group that ended during the rollingfive-minute interval. The value is updated in thedatabase when the after-call work time associatedwith the call (if any) has completed.

PreviewCallsTo5

NULLDBINTThe number of agents who are Routable with respectto the MRD associated with this skill group, andwhose state with respect to this skill group iscurrently something other than NOT_READY orWORK_NOT_READY.

Ready

NULLDBINTThis is the talk time for the reservation call. It shouldbe either zero or a few seconds. This is counted usingCall State.

ReserveCallsTalkTimeTo5



Keys andNULLOption


NULLDBINTIn the rolling five-minute interval, the number ofACD calls to the skill group that rang at an agent'sterminal and redirected on failure to answer.


NULLDBINTThis is the sum of the total number of reservationcalls placed on hold and the talk time for thereservation call. This is counted using Call State.

ReserveCallsTimeTo5

NULLDBINTNumber of reservation calls. This should alwaysequal to the ReserveCallsOnHoldToHalf.

ReserveCallsTo5

NULLDBINTNumber of agents for the skill group currently in theReserved state.

ReservedAgents

NULLDBINTHow long an agent is in Reserved state. This iscounted using Agent State.

ReservedStateTimeTo5

NULLDBINTThe number of calls that abandoned while queuedin the router to this agent, in the rolling five-minuteinterval.

RouterCallsAbandQTo5

NULLDBINTIn the rolling five-minute interval, the number ofcalls abandoned after they have been routed to theagent desktop and before they have been answered(for example, Abandon Ringing).

This field is applicable for Unified CCE systemsand for systems where calls are translation-routedto Skill Groups.

RouterCallsAbandToAgentTo5

NULLDBINTThe number of calls that were de-queued from thisskill group, and had to be routed to another skillgroup in the rolling five-minute interval.

This field is incremented when a call is de-queuedthrough the Cancel Queue node.

RouterCallsAbandDequeuedTo5

NULLDBINTThe number of calls that were de-queued from thisskill group to be routed to another skill group in therolling five-minute interval.

This field is also incremented when a call isde-queued via Cancel Queue node.

RouterCallsDequeuedTo5



Keys andNULLOption


NULLDBINTThe number of calls received by this skill group inthe rolling five-minute interval. This value is set bythe Call Router. A call is counted as offered as soonat it is sent to a Skill Group.

This value is incremented by:

• CallType short calls, which are counted asabandoned for Skill Groups. (There is no shortcall count in the Skill_Group_Real_Time table.)

• Calls that are cancelled by Cancel Queue nodeand re-queued to the same Skill Group

• Calls that are routed to a Skill Group,re-queried, and re-queued to the same SkillGroup

This field does not include local ACD calls, notrouted by Unified ICM. Such calls are counted inthe CallsOfferedTo5 field of Skill_Group tables.

RouterCallsOfferedTo5

NULLDBINTNumber of calls currently queued for the skill groupat the CallRouter.

This field does not include local ACD calls, notrouted by Unified ICM. Such calls are counted inthe CallsQueuedNow field of Skill_Group tables.

RouterCallsQNow

NULLDBDATETIMEThe time when the longest call in queue was queuedfor this skill group.

RouterLongestCallInQ



Keys andNULLOption


NULLDBINTThe count of calls that abandonwithin the skill groupSL threshold in rolling five-minute interval.

Calls may abandon while in the Skill Group queue,or they may abandon after they have been routed toa Skill Group.

Calls that abandon after they are routed to a SkillGroup are identified by TCD recordswith abandonedcall disposition.

If the call is queued and abandons before it is routedto any Skill Groups (within the ServiceLevelthreshold), the Router will increment this value forALL the Skill Groups this call was queued for.

If the call abandons after it was routed to a SkillGroup, that Skill Group will haveServiceLevelCallsAband incremented.

Dequeuing the call via Cancel Node has no impacton ServiceLevelCallsAband.

Calls may be de-queued via Cancel Queue node orde-queued from this Skill Group to be routed to adifferent Skill Group.

This field is applicable to the UnifiedCCE environment only.

Note


Note

ServiceLevelCallsAbandTo5

NULLDBINTThe number of calls de-queued from a skill group,within the skill group Service Level threshold, inrolling five-minute interval.


Note


Note

ServiceLevelCallsDequeuedTo5



Keys andNULLOption


NULLDBINTThe number of calls that are routed to a skill groupor queued for a the skill group in the rollingfive-minute interval

Includes these categories of calls

• Calls that are answered within the ServiceLevelthreshold

• Calls that are abandoned within theServiceLevel threshold

• Calls that are redirectedwithin the ServiceLevelthreshold (this is consistent with Call TypeServiceLevel)

• Calls that are not complete after theServiceLevel threshold has passed (that is, callsqueued longer than the Service Levelthreshold).

Calls that end in error state within SLthreshold are not counted asServiceLevelCallsOffered.

Note


Note


Note


NULLDBINTThe number of calls that are answered by the skillgroup within the Service Level threshold in therolling five-minute interval.


Note




Keys andNULLOption


NULLDBFLT4Service Level for the skill group in rollingfive-minute interval.


They are:





Note

ServiceLevelTo5

NULLDBINTThe calls that redirected on no answer within ServiceLevel threshold within the rolling five-minuteinterval.

These calls are part of the ServiceLevelCallsOffered.

This field is applicable to the Unified CCEenvironment only.

ServiceLevelRONATo5

PK, FKNOTNULL

DBINTForeign key from the Skill Group table. TheSkillTargetID of the agent. Together with theSkillGroupSkillTargetID, identifies the skill groupmember.

SkillTargetID

NULLDBINTNumber of seconds agents in the skill group spenttalking on AutoOut (predictive) calls during therolling five-minute interval.

TalkAutoOutTimeTo5

NULLDBINTNumber of agents in the skill group currently talkingon AutoOut (predictive) calls.

TalkingAutoOut

NULLDBINTNumber of agents in the skill group currently talkingon inbound calls.

TalkingIn



Keys andNULLOption


NULLDBINTNumber of agents in the skill group currently talkingon internal (neither inbound nor outbound) calls.Examples of "other calls include agent-to-agenttransfers and supervisor calls.

TalkingOther

NULLDBINTNumber of agents in the skill group currently talkingon outbound calls.

TalkingOut

NULLDBINTNumber of agents in the skill group currently talkingon outbound Preview calls.

TalkingPreview

NULLDBINTNumber of agents in the skill group currently talkingon agent reservation calls.

TalkingReserve

NULLDBINTTotal seconds agents spent talking on inbound callsfor the skill group during the rolling five-minuteinterval. TalkInTime is included in the calculationof TalkTime and LoggedOnTime.

TalkInTimeTo5

NULLDBINTTotal seconds agents spent talking on other calls(neither inbound nor outbound) for the skill groupduring the rolling five-minute interval.TalkOtherTime is included in the calculation ofTalkTime and LoggedOnTime.

TalkOtherTimeTo5

NULLDBINTTotal seconds agents spent talking on outbound callsfor the skill group during the rolling five-minuteinterval. TalkOutTime is included in the calculationof TalkTime and LoggedOnTime.

TalkOutTimeTo5

NULLDBINTNumber of seconds agents in the skill group spenttalking on outbound Preview calls during the currentfive-minute interval.

TalkPreviewTimeTo5

NULLDBINTNumber of seconds agents in the skill group spenttalking on agent reservation calls during the rollingfive-minute interval.

TalkReserveTimeTo5

NULLDBINTTotal seconds agents in the skill group have been inthe Talking state during the rolling five-minuteinterval. This value is calculated as follows:

TalkInTimeTo5 + TalkOutTimeTo5 +TalkOtherTimeTo5

TalkTimeTo5



Keys andNULLOption


NULLDBINTTotal number of seconds agents spent on callstransferred into the skill group that ended during therolling five-minute interval. The value is updated inthe database when the after-call work time associatedwith the call (if any) is completed.

For blind transfers in Unified CCE with a UnifiedCCE System PG, this field is updated when the callthat was blind transferred to an IVR is subsequentlytransferred to another agent and the agent answersthe call. For this call scenario, this field is notupdated in Unified CCE without a Unified CCESystem PG.

TransferInCallsTimeTo5

NULLDBINTNumber of calls transferred into the skill group thatended during the current five-minute interval. Thevalue is updated in the database when the after-callwork time associated with the call (if any) iscompleted.

For blind transfers in Unified CCE, the value isupdated in the database when an agent blind transfersthe call to an IVR.

For blind transfers in Unified CCE with a UnifiedCCE System PG, the value is not updated in thedatabase until the call that was blind transferred toan IVR is subsequently transferred to another agent.

Note: For blind transfers in Unified CCE with aUnified CCE System PG, this field is updated whenthe call that was blind transferred to an IVR issubsequently transferred to another agent and theagent answers the call. For this call scenario, thisfield is not updated in Unified CCE without aUnified CCE System PG.

TransferInCallsTo5

NULLDBINTNumber of calls transferred out of the skill groupthat ended during the rolling five-minute interval.The value is updated in the database when theafter-call work time associated with the call (if any)is completed.

TransferOutCallsTo5

NULLDBINTNumber of agents in the skill group in theWork NotReady state.

WorkNotReady

NULLDBINTTotal seconds agents have been in the Work NotReady state during the rolling five-minute interval.WorkNotReadyTime is included in the calculationof LoggedOnTime.

WorkNotReadyTimeTo5



Keys andNULLOption


NULLDBINTNumber of agents in the skill group in the WorkReady state.

WorkReady

NULLDBINTTotal seconds agents have been in the Work Readystate during the rolling five-minute interval.WorkReadyTime is included in the calculation ofLoggedOnTime.

WorkReadyTimeTo5

Skill_TargetThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

Establishes a unique identifier for every agent, skill group, service, service array, and translation route in theenterprise.

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, on page 16 (via SkillTargetID)

Route, on page 346 (via SkillTargetID)


Service_Array, on page 416 (via SkillTargetID)


Translation_Route, on page 524 (via SkillTargetID)

Table 386: Indexes for Skill_Target Table



XPKSkill_Target

Table 387: Fields in Skill_Target Table

Keys andNULLOption


PK NOTNULL

DBINTA unique identifier for the skill target.SkillTargetID


All TablesSkill_Target

Keys andNULLOption


NOTNULL

DBSMALLINTType of target:

• 1 = Service

• 2 = Skill Group

• 3 = Agent

• 4 = Translation Routes

• 5= Service Array

SkillTargetType

System_Capacity_IntervalThis table provides interval data for any system capacity related data of each target instance.

Table 388: Fields in System_Capacity_Interval

Keys and NULLOption


Not NULLDBINTForeign key to ICR_Instance table.ICRInstanceID

Not NULLDBSMALLDATEThe Date Time of the start of the interval.DateTime

Not NULLDBINTTimeZoneTimeZone

Not NULLDBFLT8RecoveryKey for the interval.RecoveryKey

NULLDBDATETIMEDbDateTime Field.DbDateTime

NULLDBINTThe maximum number of agents logged in systemwide for the interval.

MaxAgentsLoggedIn

NULLDBINTThe maximum number of calls per second systemwide for the interval

MaxCPS

NULLDBINTThe maximum number of CVP Call control portsin use for the interval.

MaxCVPCallControlPorts

NULLDBINTThe maximum number of VRU ports in use for theinterval.

MaxVRUPorts

NULLDBINTThe maximum number of calls in progress for theinterval.

MaxCallsInProgress

NULLDBINTThemaximum number of Agent Queue Pairs in usefor the interval.

MaxAgentQueuePairs


All TablesSystem_Capacity_Interval

Keys and NULLOption


NULLDBINTMaximum number of CallType Skill Group pairsin use for the interval.

MaxCallTypeSkillGroupPairs

NULLDBINTMaximum congestion level in effect for the interval.MaxCongestionLevel

NULLDBINTContains the Reporting interval, in minutes, forHistorical reporting.

ReportingInterval

NULLDBINTFutureUseInt1





System_Capacity_Real_TimeSystem_Capacity_Real_Time provides configured and adjusted real-time capacity setting associated with thesystem.

Table 389: Indexes for System_Capacity_Real_Time Table


ICRInstanceIDclustered, unique, primary key locatedon PRIMARY

XPK_System_Capacity_Real_Time

Table 390: Fields in System_Capacity_Real_Time Table

Keys and NULLOption


NOT NULLDBINTAdjusted CPS capacity during run time based onSystem Realtime conditions. This is reported asscaled up value by 1000.

AdjustedCapacity

NOT NULLDBFLT4Use to set the rejection treatment mode. For thefollowing deployment types, this field does notinclude the Agent Greeting calls:

• Packaged CCE: CCE-PAC-M1

• Packaged CCE: CCE-PAC-M1 Lab Only

• HCS-CC 1000 Agents

• HCS-CC 500 Agents

AverageCPS


All TablesSystem_Capacity_Real_Time

Keys and NULLOption


NOTLevel1OnsetNULL

DBINTAverage skills per agent value reported as scaled upby 1000.

AverageSkillsPerAgent

NOT NULLDBINTConfigured CPS capacity.ConfiguredCapacity

NOT NULLDBINTCurrent congestion level.CurrentCongestionLevel

NOT NULLDBDATETIMECentral Controller date and time that this data waslast updated.

DateTime

NOT NULLDBDATETIMECongestion start time.DateTimeCongested

NOT NULLDBDATETIMECurrent congestion level start time.DateTimeCurrentLevel

NOT NULLDBINTLevel 1 abatement CPS is computed based on theadjusted CPS capacity. The value is scaled up by1000.

Level1Abate


Level2Abate


Level3Abate

NOT NULLDBINTLevel 1 onset CPS is computed based on the adjustedCPS capacity. The value is scaled up by 1000.

Level1Onset


Level2Onset


Level3Onset

NOT NULLDBINTLevel 1 call rate reduction.Level1Reduction



NOT NULLDBINTCurrent call reduction percentage.RejectionPercentage

NOT NULLDBINTLogged in agents.TotalAgentsLoggedOn

Termination_Call_DetailThis table is one of the tables in the Route category (see Route, on page 560). For more information aboutdatabase rules of these tables, see Route Tables, on page 621.


It contains information about handling each call at a peripheral. Therefore, the system generates aTermination_Call_Detail record for each call that arrives at a peripheral.


All TablesTermination_Call_Detail


Related Tables

• Agent, on page 16 (AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID mapsto Agent.SkillTargetID)

• Call_Type, on page 98 (through CallTypeID)





• Route, on page 346 (through RouteID)

• Route_Call_Detail, on page 348 (through Day + RouterCallKey)

• Service, on page 413 (ServiceSkillTargetID maps to Service.SkillTargetID)

• Skill_Group, on page 452 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

• Termination_Call_Variable, on page 522 (RecoveryKey maps toTermination_Call_Variable.TCDRecoveryKey)

Table 391: Indexes for Termination_Call_Detail Table


RecoveryKeyPrimary key

This primary key isnonclustered.

Note

XPKTermination_Call_Detail

DateTime, PeripheralID, ICRCallKeyUnique key

This unique key is clustered.Note

XAK2Termination_Call_Detail

DateTimeInversion keyXIE1Termination_Call_Detail

DbDateTimeInversion keyXIE2Termination_Call_Detail

RouterCallKeyDay, RouterCallKeyInversion keyXIE3Termination_Call_Detail

CallGUIDInversion keyXIE4Termination_Call_Detail



Table 392: Fields in Termination_Call_Detail Table

Keys andNULLOption


NULLVARCHAR(32)The peripheral number of the agent who handled thecall.

This field can be NULL when the sourceor destination party is unmonitored or theagent is not logged in .

Note

AgentPeripheralNumber

NULLDBINTIdentifies which agent handled a call. This value (forexample, 5001), is unique among all skill targets inthe enterprise. It is taken from the Agent table in theUnified ICM central database. AgentSkillTargetIDsare generated automatically when the agent is firstconfigured in the Agent Configuration window ofUnified ICM Configuration Manager.

The AgentSkillTargetID is used only if agents areconfigured. If agents are not configured, the valuefor AgentSkillTargetID is NULL. You can use theAgentPeripheralNumber to determine the peripheralnumber of the agent that handled the call.

AgentSkillTargetID

NULLVARCHAR(32)The ANI value for the call.ANI

NULLDBCHARIndicates whether the agent answered the call withinthe service level defined for the service:

• Y = yes

• N= no

This field is always "no" when using PrecisionQueues

AnsweredWithinServiceLevel

NULLVARCHAR(100)Additional data passed in the End Task message forthis task.

ApplicationData

NULLDBINTA field passed in the End Taskmessage for this task.This is application-specific code that indicates whythe task was ended. For example, Unified EIM usesthe ApplicationTaskDisposition field to indicate thatthe task ended because an agent closed an emailwithout responding to it.

ApplicationTaskDisposition



Keys andNULLOption


NULLVARCHAR(255)XML formatted string containing agent attributesfrom 1 through 10 and corresponding values are asfollows:<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 overflowthe VARCHAR 255 definition. When this occurs,the attribute list will be truncated. Therefore, it isimportant to note that some attributes may betruncated.

Attributes

NULLDBCHARIndicates whether the call was marked as bad by theagent. Stored as a character:

• Y = the call was marked "bad"

• N = the call was not marked "bad"

BadCallTag

NULLDBSMALLINTReserved for future use.BillRate

NOTNULL

DBSMALLINTThe final disposition of call (or how the callterminated). To see the list of values, seeTermination Call Detail: Call Disposition andCallDispositionFlag Fields, on page 605.

As long as the call leg has conference time that isaccrued, and the peripheral call type is notConference (15), Call Disposition will beconferenced.

CallDisposition



Keys andNULLOption


NULLDBINTA series of flags providing detail on the calldisposition. To see the list of values, see TerminationCall Detail: Call Disposition andCallDispositionFlagFields, on page 605.

CallDispositionFlag

NULLDBINTTime, in seconds, that the system took to segment aprivate network call. For example, if the systemsoftware handed off the caller to a menu of choices,CallSegmentTime reflects how long the caller spentin the menu.

CallSegmentTime

NULLDBINTInUnified ICM andUnified CCE, indicates whichcall type, and therefore which routing script, wasused to route this call.

This field contains a value only if the callwas translation-routed or sent to anUnified CCE agent.

Note

CallTypeID

IE-3

NULL

DBDATETIMEThis value indicates interval date time that Routerused TCD record to calculate Call Type relatedhistorical data.

CallTypeReportingDateTime

IE-4

NULL

VARCHAR(32)This value uniquely identifies the instance of a callin a Unified CM cluster.

With the Avaya G3 PG (TSAPI), this field containsthe Universal Call ID (UCID) received from theAvaya AES server. UCID is a unique call identifieracross all switches in the network.

CallReferenceID

NULLVARCHAR(32)Globally unique call identifier.CallGUID

NULLVARCHAR(30)The Caller Entered Digits (CED) associated withthe call. This is filled for Outbound OptionReservation or Personal Callback Calls. The valuesare:

• ICM_BA_Reservation_Call - Reservation call

• Callback - Personal Callback customer call

This field is applicable for Unified ICM andUnified CCE.

CED



Keys andNULLOption


NULLDBINTThe cumulative number of seconds that the call wasin conference with more than two parties.ConferenceTime is recorded for both ACD andnon-ACD calls. The value includes any HoldTimeassociated with the call. It is updated when the agentdrops off the call or the call becomes a simpletwo-party call.

Depending on who initiated the call,ConferenceTime from Termination_Call_Detail isused in the following Skill Group and Agent SkillGroup tables:

• ConferencedOutCallsTimeToHalf

• ConferencedInCallsTimeToHalf

ConferenceTime

AK-2, IE-1

NOTNULL

DBDATETIMEThe date/time that the Termination_Call_Detail tablerecord is generated by the Peripheral Gateway (PG).The Termination_Call_Detail table record isgenerated by the PG when the call has eitherphysically left the PG (for example, IVR routes thecall to an agent) or when wrap-up is completed forthe call after the call has left the agent device (eitherby disconnect, or through transfer completion).

DateTime

IE-2

NULL


DbDateTime



Keys andNULLOption


NULLDBINTThe time in seconds that the call is active on theswitch but not queued to a skill group or trunkresource. For example, if a call arrives at an ACDand an announcement is played before the call isqueued, from the time the call arrives at the ACD tothe time the call gets queued is the DelayTime.DelayTime includes all time the call spent onannouncements. For ACDs that can de-queue calls,a call can go back into the delay state and DelayTimecan begin accumulating again.

DelayTime is used to calculate Duration in theTermination_Call_Detail record. It is also used tocalculate the following fields in the Service andRoute Half Hour tables:

• DelayQAbandTimeToHalf

• LongestCallAbandTimeToHalf

• AnswerWaitTimeToHalf

DelayTime

NULLVARCHAR(40)The digits dialed for an outbound call initiated onthe ACD. These digits are not provided by all ACDs.Currently, only IVRs, the Aspect CallCenter, andthe DEFINITY ECS provide values in theDigitsDialed field. In addition, if a call is translationrouted, the receiving PG also reports this field eventhough the call is inbound.

This field is set for Unified CCE.

DigitsDialed

NULLVNAME32The DNIS value, provided by the ACD, that arriveswith the call.

DNIS

NULLDBINTDuration of the call in seconds. This is the time thatthe switch is processing the call. The Duration fieldcomprises several fields of theTermination_Call_Detail table:

LocalQTime + RingTime + TalkTime +WorkTime+HoldTime+DelayTime+NetQTime+ NetworkTime

Duration



Keys andNULLOption


NULLDBINTThis field indicates the amount of time the call wasin the queue, on the parent Unified CCE system inCVP, or another network queuing platform.

If you are using an 8.x child system thathas the EnterpriseQueueTime field in theTermination_Call_Detail Table, theparent systemmust also be an 8.x system,so that the field gets populated. If thechild system is a 7.x system, and if theparent system is 8.x, then there would beNO EnterpriseQueueTime field in theTermination_Call_Detail Table, and thefield is not populated.

Note

The EnterpriseQueueTime does not factorinto the AnswerWaitTime or ServiceLevel computations on the child system.

Note

EnterpriseQueueTime

NULLDBINTThe cumulative time, in seconds, that the call wasput on hold by at least one agent device. A call maybe put on hold by more than one agent device duringits duration. The call might be finished by beingabandoned, transferred, handled to completion, andso on.

This field is used in CallHandleTimeHalffield of the Call_Type_Half_Hour tableonly when there is a valid CallTypeID inthe Termination_Call_Detail table.

Note

This field indicates agent reservation timefor Call Result 29.

Note

HoldTime

NULLDBDATETIMEThe UTC timestamp at which the call put on holdby the agent.

In case of multiple hold events for the call, only thefirst event will be displayed.

HoldStartTimeUTC

NULLDBDATETIMEThe UTC timestamp at which the call is retrievedby the agent.

In case of multiple hold and retrieve scenario, thelast call retrieved time will be reported from thisfield.

HoldEndTimeUTC

AK-2

NOTNULL

DBINTA unique number generated at the PG for every call.Values are reused after approximately 2 billion calls.

ICRCallKey



Keys andNULLOption


NULLDBINTLink to the ICRCallKey field of a child call (usedfor transfers and multiple-way conference calls).

ICRCallKeyChild

NULLDBINTLink to the ICRCallKey field of a parent call (usedfor transfers and conference calls).

ICRCallKeyParent

NULLDBINTInstrument number or extension number of thedevice that handled the call at the peripheral.

This field often contains the extension of the agentwho handled or placed the call. For CCE, whenmulti-line is enabled, the field usually contains thenon-ACD extension, if used.

This field, however, is not reliable. There are severalscenarios 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 whichcase the field can reflect only the extension ofone of the agents.

• If the agent extension is greater than4294967295.

• If there are leading zeros in the extension.

• If there was a blind transfer to an unmonitoreddevice.

This field is also populated for outbound calls.

InstrumentPortNumber



Keys andNULLOption


NULLDBINTICM5.x:Measures the cumulative time, in seconds,that the call spent queued at the local ACD and thetime the call spent queued in the network VRU.

ICM 6.x and 7.x:Measures only the cumulativetime, in seconds, that the call spent queued at thelocal ACD. NetQTime (see below) measures thetime that the call spends queued in the networkVRU.

Both: During its duration, a call can be queued tomultiple answering resources (for example, a trunk,voice port, skill group, etc.). LocalQTime includestime the call spent queued to any of these resources.

LocalQTime does not include any DelayTime(before the call is queued), or RingTime (after thecall leaves the queue). LocalQTime is a completedcall time, not an agent state time.

LocalQTime is used to calculate Duration inTermination_Call_Detail, and to calculate thefollowing Service and Route values:

• LongestCallDelayQTime

• LongestCallAbandTime

• DelayQAbandTime

• DelayQTime

• AnswerWaitTime

LocalQTime is also used to calculate theAnswerWaitTime in the Skill Group and Agent SkillGroup tables.

LocalQTime

NULLVARCHAR(128)Globally unique location identifier.LocationParamPKID

NULLVARCHAR(50)Location name.LocationParamName

FK

NULL

DBINTAn identifier for the Media Routing Domain in theUnified ICM system configuration.

MRDomainID

NULLDBINTRepresents the time that the call spent on NetworkQueue in the CallRouter. The LocalQTime field isused for local ACD queuing.

NetQTime

FK

NULL

DBINTThe identifier of the peripheral target to which thecall was delivered.

NetworkTargetID



Keys andNULLOption


NULLDBINTThe number of seconds between the PG receiving a"pre-call message from the CallRouter for the taskand an Offer Task (or Start Task, if an Offer Taskis not sent) message for the task.

NetworkTime

NULLDBINTRepresents the time the call is queued for the skillgroup identified by theRoutedSkillGroupSkillTargetID field in the networkVRU. It is the time when the call is queued to thespecific skill group until the call is routed by therouted. The router resets the time when the call isrequeried.

NetworkSkillGroupQTime

NULLDBCHARCall has been re-classified via transfer, overflow, ornew transaction. Indicates that there is at least onemore row in Termination Call Detail for this call.

NewTransaction

NULLchar(1)Indicates which Unified CCE component initiatesthe call. 'D' - originated from Dialer.

Originated

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

• ACD 1 views an original call, a transfer, and aconsultative call as three separate calls (CallIDs 1001, 1002, 1003 respectively)

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

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

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

In addition, the identifier used may not beunique depending on the peripheral'simplementation. For example, the AspectCallCenter and the DEFINITY ECS ACDsreuse identifiers in this field (For non-voice thevalue would be NULL).

PeripheralCallKey



Keys andNULLOption


NULLDBSMALLINTType of call reported by the peripheral. To see validsettings for this field, see Termination Call Detail:Peripheral Call Type, on page 613.

PeripheralCallType

FK, AK-2

NOTNULL

DBSMALLINTIdentifies which peripheral handled the call. Thisvalue (for example, 5002), is unique among allperipherals in the enterprise. It is taken from thePeripheral table in the Unified ICM central database.Peripheral IDs are generated automatically when aperipheral is configured in the PeripheralConfiguration window of Unified ICMConfiguration Manager.

PeripheralID

NULLDBINTForeign key to the Precision_Queue tablePrecisionQueueID

NULLDBINTInteger that defines the order of rows for a PrecisionQueue Step.

PrecisionQueueStepOrder

NULLDBSMALLINTUsed by the DEFINITY ECS to indicate the priorityof the call.

Priority

NULLDBINTInternal reference ID used to identify the componentclass (PBX/VRU/ACD)


• 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

ProtocolID



Keys andNULLOption


NULLVARCHAR(32)The Trunk Group ID on which the call arrived onthe IOS Gateway.

PstnTrunkGroupID

NULLDBINTThe Trunk Group Channel Number on which thecall arrived on the IOS Gateway.

PstnTrunkGroupChannelNumber

NOTNULL


AK-1

NOTNULL


Unlike the default, this primary key isnonclustered.

Note

RecoveryKey

NULLDBINTThe number of seconds that the call spent ringing atthe agent's teleset before it was answered. Ring timeoccurs after any DelayTime and LocalQTime. Fordiverted calls (that is, calls that rang at an agent'steleset before being redirected on failure to answer),RingTime is the sum of the time that the call spentringing at each teleset.

RingTime is added to Skill Group Half Hour andAgent Skill Group half-hour tables when the callcompletes.

RingTime is also used to compute the followingRoute and Service half-hour values:

• DelayQAbandTimeToHalf

• LongestCallDelayQTimeToHalf

• LongestCallAbandTimeToHalf

RingTime

FK

NULL

DBINTIdentifies the route where the call was sent. Thevalue (for example, 6), is unique among all routesin the enterprise. It is taken from the Route table inthe Unified ICM central database. Route IDs aregenerated automatically when a route is configuredin the Route Configuration window of Unified ICMConfiguration Manager.

RouteID



Keys andNULLOption


NULLDBINTThis value is created by the system software andforms the unique portion of the 64-bit key for thecall. Unified CCE resets this counter at midnight.

This field contains a value only if the callwas translation-routed or sent to anUnified CCE agent.

Note

RouterCallKey

NULLDBINTThe day that the call was taken and theTermination_Call_Detail record was created. Thisfield contains a value only for calls that weretranslation-routed or post-routed to or from an ACD.

Together with RouterCallKey, the Day value formsa unique 64-bit key for the call. The PG might nothave this information for all calls, but if it does, itallows you to track all states of a call between theRoute_Call_Detail and the Termination_Call_Detailtables by using the cradle-to-grave call trackingfacility. (For calls that span a day, the day may notcorrespond to the day specified in the DateTimefield.)

This field contains a value only if the callwas translation-routed, post-routedto/from an ACD, or sent to a UnifiedCCE Enterprise agent.

Note

RouterCallKeyDay

NULLDBINTA sequence number used for ordering rows forcradle-to-grave call tracking.

This number is a best effort to describe the order inwhich call legs were created and bears no relationto the order in which calls ended.

This is not the order in which theTermination_Call_Detail records were created. (Thisfield also exists in the Route_Call_Detail table,where it defines the order in which the route requestswere created.)

There are a few scenarios where theRouterCallKeySequenceNumbermay not be uniquefor a given RouterCallKey (specifically whentranslation routing to a Service Controlled IVR). Forexample, a call plays a prompt based on the script.This call is directly routed to a release node andproduces a duplicateRouterCallKeySequenceNumber.




Keys andNULLOption


NULLDBINTThe RoutedSkillGroupSkillTargetID is theSkillGroupSkillTargetID selected by the routerthrough the routing script. If the call is not routedby the router, this field is set to null.

RoutedSkillGroupSkillTargetID

NULLDBINTThe RoutedServiceSkillTargetID is theServiceSkillTargetID selected by the router throughthe routing script. If the call is not routed by therouter, this field is set to null.

RoutedServiceSkillTargetID

NULLDBINTThe RoutedAgentSkillTargetID is theAgentSkillTargetID selected by the router throughthe routing script. If the call is not routed by therouter, this field is set to null.

RoutedAgentSkillTargetID

FK

NULL

DBINTIdentifies which service handled the call. This value(for example, 5004) is unique among all skill targetsin the enterprise. It is taken from the Service tablein the Unified ICM central database.ServiceSkillTargetIDs are generated automaticallywhen a service is configured in the ServiceConfiguration window of Unified ICMConfiguration Manager. If the call is handled by anon-configured service, this field is set to null. Inaddition, if the call is not associated with a service,the field is set to null (for example, in the case ofnon-ACD calls).


FK

NULL

DBINTIdentifies which skill group handled the call. Thisvalue (for example, 5010) is unique among all skilltargets in the enterprise. It is taken from theSkill_Group table in the Unified ICM centraldatabase. SkillGroupSkillTargetIDs are generatedautomatically when a skill group is configured inthe Skill Group Configuration window of UnifiedICM Configuration Manager.

If the call is handled by a non-configured skill group,this field is set to null.


NULLVARCHAR(32)Peripheral number of agent that initiated the call.

The field can be NULL when the sourceor destination party is unmonitored or ifthe agent is not logged in.

Note

SourceAgentPeripheralNumber



Keys andNULLOption


NULLDBINTThe identifier for the agent that initiated the call.This value is set only if the agent associated withSourceAgentPeripheralNumber is configured in thesystem software.

SourceAgentSkillTargetID

NULLDBDATETIMEThe date/time in UTC that the call was first seen atthe Peripheral Gateway (PG), e.g. ingress call arrival,agent initiated call, new call resulting from a calltransfer.

StartDateTimeUTC

NULLDBINTThe cumulative time, in seconds, that the call wasin a talking state on the destination device. TalkTimeis a completed call time, not an agent state time.

TalkTime is used in the calculation of Duration inthe Termination_Call_Detail record. It is also usedto calculate TalkTime in the Services and Routetables.

In the Termination_Call_Detail,Skill_Group, and Agent_Skill_Grouptables, TalkTime does not includeHoldTime; however, in the Services andRoute tables, TalkTime does includeHoldTime.

Note

TalkTime

NULLDBINTThe elapsed time in seconds before the call wasabandoned. This can include DelayTime,LocalQTime, and RingTime, depending on whenthe call was abandoned. This value is set only whenthe call is not answered by an agent or trunkresource.

TimeToAband


TimeZone

NULLDBINTThe number (as known to the peripheral) of the trunkon which the call arrived.

Trunk

FK

NULL

DBINTThe identifier of the trunk group on which the callarrived at the peripheral.

TrunkGroupID

NULLVARCHAR(131)ISDNUser to User information for a private networkcall.

UserToUser



Keys andNULLOption


NULLVARCHAR(40)First of five variables used for call segmentation.Can also contain data entered during call wrap-up.(Maps to Aspect variable A.)

Variable1

NULLVARCHAR(40)Call segmentation variable (maps to Aspect variableB).

Variable2

NULLVARCHAR(40)Call segmentation variable (maps to Aspect variableC).

Variable3

NULLVARCHAR(40)Call segmentation variable (maps to Aspect variableD).

Variable4

NULLVARCHAR(40)Call segmentation variable (maps to Aspect variableE).

Variable5

NULLVARCHAR(40)Call segmentation variable.Variable6





NULLDBINTThe cumulative number of seconds of after-call worktime associated with the call. After-call workincludes post-call activities such as completingpaperwork or consulting with associates.Work timeis a completed call time, not an agent state time.

WorkTime is used to calculate Duration in theTermination_Call_Detail table and HandleTime inthe Unified ICM Service, Route, and Call_Typetables.

WorkTime

NULLVARCHAR(40)Data entered by the agent during call wrap- up.

WorkTime is used to calculate Duration in theTermination_Call_Detail table and HandleTime inthe Unified ICM Service, Route, and Call_Typetables.

WrapupData

Termination_Call_VariableThis table is one of the tables in the Route category (see Route, on page 560). For more information aboutdatabase rules of these tables, see Route Tables, on page 621.


All TablesTermination_Call_Variable


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 elementof the array. Therefore, the system software generates a Termination_Call_Variable record for every expandedcall 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 candegrade 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 Enterprisecomponents do not use it. Use only DBDateTime (date and time of the record that was written to the HDSdatabase) to perform the extraction. You can index the table on the custom database according to the customreporting needs.

Related Tables

Expanded_Call_Variable, on page 241 (via ExpandedCallVariableID)

Termination_Call_Detail, on page 506(TCDRecoveryKey maps to Termination_Call_Detail.RecoveryKey)

Table 393: Indexes for Termination_Call_Variable Table


TCDRecoveryKey, ExpandedCallVariableID,ArrayIndex

Clustered, unique, unique key locatedon PRIMARY

XAK1Termination_Call_Variable

DateTimeNonclustered located on PRIMARYXIE1Termination_Call_Variable

DbDateTimeNonclustered located on PRIMARYXIE2Termination_Call_Variable

RecoveryKeyNonclustered, unique, primary keylocated on PRIMARY

XPKTermination_Call_Variable

Table 394: Fields in Termination_Call_Variable Table

Keys andNULLOption


AK-2 NOTNULL

DBINTIf the expanded call variable is an array, thisidentifies the array element: 0 to N-1, where N isthe size of the array.

ArrayIndex

IE-1 NOTNULL

DBSMALLDATEThe date and time when the call was routed.DateTime


DbDateTime

NULLVARCHAR(255)The value of the call variable or array element.ECCValue


All TablesTermination_Call_Variable

Keys andNULLOption


AK-2, FKNOTNULL

DBSMALLINTIdentifies the expanded call variable.ExpandedCallVariableID

AK-1 NOTNULL

DBFLT8Unique identity that is assigned to each record andused internally by the Unified ICM andUnified CCEsoftware to track the record.

RecoveryKey

AK-2 NOTNULL

DBFLT8The date and time when the call was routed.TCDRecoveryKey

Translation_RouteThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

Each row defines a special route that is used for sending additional information with the call. When theperipheral receives a call targeted at a translation route, it requests the true route from the CallRouter process.

Use the Translation Route Explorer or Translation RouteWizard to add, update, and delete Translation_Routerecords.

Related Tables

Logical_Interface_Controller, on page 268 (via LogicalControllerID)


Translation_Route_Half_Hour, on page 525 (TranslationRouteSkillTargetID maps toTranslation_Route.SkillTargetID)

Table 395: Indexes for Translation_Route Table



XAK1Translation_Route

LogicalControllerIDnonclustered located on PRIMARYXIE1Translation_Route


XPKTranslation_Route


All TablesTranslation_Route

Table 396: Fields in Translation_Route Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the translation route.Description

AK-1 NOTNULL

VNAME32An enterprise name for the translation route. Thisname must be unique among all translation routesin the enterprise.

EnterpriseName

FK, IE-1NOTNULL

DBSMALLINTThe Logical Interface Controller associated with thetranslation route.

LogicalControllerID

PK, FKNOTNULL


SkillTargetID

NOTNULL

DBINTThe type of translation route:

• 1 = DNIS

• 2 = CDPD

Type

Translation_Route_Half_HourThis table is in the Skill Target category (see Skill Target, on page 570). To see database rules for these tables,see Skill Target Tables, on page 624.

Provides statistics for each translation route. These statistics are updated every 30 minutes.

Related Tables


Translation_Route, on page 524 (via TranslationRouteSkillTargetID)

Table 397: Indexes for Translation_Route_Half_Hour Table



XAK1Translation_Route_Half_Hour

DbDateTimenonclustered located on PRIMARYXIE1Translation_Route_Half_Hour


All TablesTranslation_Route_Half_Hour


DateTime, RoutingClientID,TranslationRouteSkillTargetID, TimeZone

clustered, unique, primary key located onPRIMARY

XPKTranslation_Route_Half_Hour

Table 398: Fields in Translation_Route_Half_Hour Table

Keys andNULLOption


NULLDBINTAverage number of routes in use in the last half hour.AvgRoutesInUseToHalf

NULLDBINTAverage time (in seconds) to successfully completea translation route for a routing client.

AvgRouteTimeToHalf

NULLDBINTThe number of times the router finds configurationerror during a translation route for a routing client.

ConfigErrorsToHalf

PK NOTNULL

DBSMALLDATEThe central controller date and time at the start ofthe interval.

DateTime

IE1-IndexedNULL


DbDateTime

NULLDBINTMaximum number of routes used in a translationrouting for a routing client in the half hour interval.

MaxRoutesInUseToHalf

NULLDBINTMaximum time (in seconds) to successfully completea translation route for a routing client.

MaxRouteTimeToHalf

NULLDBINTThe number of times PG times out the translationroute for a routing client. Not applicable fortranslation route to VRU.

PGTimeOutsToHalf

AK1 NOTNULL

DBFLT8Unique record identifier.RecoveryKey

NULLDBINTThe number of times translation route is completedsuccessfully.

RoutedToHalf

NULLDBINTThe number of times router times out the translationroute for a routing client.

RouterTimeOutToHalf

PK, FKNOTNULL

DBSMALLINTThe unique identifier of the routing client.RoutingClientID

PK NOTNULL


TimeZone


All TablesTranslation_Route_Half_Hour

Keys andNULLOption


PK, FKNOTNULL

DBINTThe unique identifier of the translation route.TranslationRouteSkillTargetID

NULLDBINTThe number of times router cannot find availableroute in a translation route for a routing client.

UnAvailableToHalf

NULLDBINTThe number of times translation route is used to sendcalls to VRU or agent peripheral to a routing client.

UsedToHalf

TrunkThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

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, on page 528 (via TrunkGroupID)

Vru_Port_Map, on page 548 (via TrunkID)

Table 399: Indexes for Trunk Table


TrunkGroupID, TrunkNumbernonclustered, unique, unique keylocated on PRIMARY

XAKTrunk

TrunkIDclustered, unique, primary key locatedon PRIMARY

XPKTrunk

Table 400: Fields in Trunk Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLVNAME32The carrier that provides the circuit.CircuitProvider


DateTimeStamp


All TablesTrunk

Keys andNULLOption


AK-1, FKNOTNULL

DBINTForeign key from the Trunk Group table.TrunkGroupID

PK NOTNULL

DBINTA unique identifier for the trunk.TrunkID

AK-1 NOTNULL

DBINTTrunk number as understood by the peripheral.TrunkNumber

NOTNULL

DBSMALLINTType of trunk. To see the list of values, see TrunkType, on page 616.

TrunkType

Trunk_GroupThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

Each row defines a group of trunks. A peripheral determines how to handle a call based on the DNIS and thetrunk group on which it arrives.

Use the Trunk Group bulk configuration tools to add, update, and delete Trunk_Group records.

Related Tables



Trunk_Group_Five_Minute, on page 530 (via TrunkGroupID)

Trunk_Group_Half_Hour, on page 531 (via TrunkGroupID)

Trunk_Group_Real_Time, on page 532 (via TrunkGroupID)

Trunk, on page 527 (via TrunkGroupID)

Table 401: Indexes for Trunk_Group Table



XAK1Trunk_Group

PeripheralID, PeripheralNumbernonclustered, unique, unique keylocated on PRIMARY

XAK2Trunk_Group

NetworkTrunkGroupIDnonclustered located on PRIMARYXIE1Trunk_Group

TrunkGroupIDclustered, unique, primary key locatedon PRIMARY

XPKTrunk_Group


All TablesTrunk_Group

Table 402: Fields in Trunk_Group Table

Keys andNULLOption


NOTNULL


ChangeStamp

NULLvarcharA string of parameters the system software sends tothe peripheral to initialize the trunk group.

ConfigParam


DateTimeStamp

NOTNULL


• Y = Yes

• N = No

Deleted

NULLDESCRIPTIONAdditional information about the trunk group.Description

AK-1 NOTNULL

VNAME32An enterprise name for the trunk group. This mustbe unique among all trunk groups in the enterprise.

EnterpriseName

NULLVTELNO10The extension number for the trunk group (used bythe Definity ECS ACD).

Extension

FK, NULLDBINTOptionally, the network trunk group to which thistrunk group belongs.

NetworkTrunkGroupID

AK-2, FKNOTNULL


NOTNULL

VNAME32Trunk group name as given by the peripheral.PeripheralName

AK-2 NOTNULL

DBINTTrunk group number as given by the peripheral.PeripheralNumber

NOTNULL

DBINTThe number of trunks in the trunk group. If the valueis -1 (the default), the system software determinesthe number of trunks in the group dynamically byexamining the Trunk table. Do not change this valueunless the Trunk data are not reliable.

TrunkCount

PK NOTNULL

DBINTUnique identifier for this trunk group.TrunkGroupID


All TablesTrunk_Group

Trunk_Group_Five_MinuteThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

It gets populated on central and HDS databases. This table contains information about a trunk group collectedduring each five-minute interval.

The system software generates Trunk_Group_Five_Minute records for each trunk group.

Related Table


Table 403: Indexes for Trunk_Group_Five_Minute Table



XAK1Trunk_Group_Five_Minute

DateTime, TrunkGroupID, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKTrunk_Group_Five_Minute

Table 404: Fields in Trunk_Group_Five_Minute Table

Keys andNULLOption


NULLDBINTTotal time, in seconds, during the current half-hourinterval that all trunks in the group were busy.

AllTrunksBusyToHalf

PK NOTNULL


DateTime

NOTNULL


AK-1 NOTNULL


RecoveryKey

PK NOTNULL


TimeZone

PK, FKNOTNULL


NULLDBINTNumber of non-busy trunks in the group at the endof the five-minute interval.

TrunksIdle


All TablesTrunk_Group_Five_Minute

Keys andNULLOption


NULLDBINTNumber of trunks in this trunk group in service atthe end of the five-minute interval.

TrunksInService

Trunk_Group_Half_HourThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

It gets populated on central and HDS databases. This table contains information about a trunk group collectedduring each 30-minute interval. The system software generates Trunk_Group_Half_Hour records for eachtrunk group.

Related Table


Table 405: Indexes for Trunk_Group_Half_Hour Table



XAK1Trunk_Group_Half_Hour

DbDateTimeNonclustered located on PRIMARYXIE1Trunk_Group_Half_Hour

DateTime, TrunkGroupID, TimeZoneClustered, unique, primary key locatedon PRIMARY

XPKTrunk_Group_Half_Hour

Table 406: Fields in Trunk_Group_Half_Hour Table

Keys andNULLOption


NULLDBINTTotal time, in seconds, during the half-hour intervalthat all trunks in the group were busy.

AllTrunksBusyToHalf

NULLDBINTNumber of calls to the trunk group abandoned duringthe current half-hour interval.

CallsAbandonedToHalf

NULLDBINTNumber of incoming calls received on the trunkgroup during the half-hour interval.

CallsInToHalf

NULLDBINTNumber of outbound calls sent on the trunk groupduring the half-hour interval.

CallsOutToHalf

PK NOTNULL

DBSMALLDATECentral Controller date and time at the start of thehalf-hour interval.

DateTime


All TablesTrunk_Group_Half_Hour

Keys andNULLOption



DbDateTime

NULLDBINTAggregate number of seconds trunks in the groupwere in service during the half-hour interval.

InServiceTimeToHalf

NULLDBINTAggregate number of seconds trunks in the groupwere used for inbound calls during the half-hourinterval.

InUseInboundTimeToHalf

NULLDBINTAggregate number of seconds trunks in the groupwere used for outbound calls during the half-hourinterval.

InUseOutboundTimeToHalf

NOTNULL


AK-1 NOTNULL


RecoveryKey

PK NOTNULL


TimeZone

PK, FKNOTNULL


NULLDBINTNumber of non-busy trunks in the group at the endof the half-hour interval.

TrunksIdle

NULLDBINTNumber of trunks in the group in service at the endof the half-hour interval.

TrunksInService

Trunk_Group_Real_TimeThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.


Contains real time information about each trunk group.

The system software generates a Trunk_Group_Real_Time record for each trunk group.

Related Table


All TablesTrunk_Group_Real_Time


Table 407: Indexes for Trunk_Group_Real_Time Table


TrunkGroupIDnonclustered, unique, primary keylocated on PRIMARY

XPKTrunk_Group_Real_Time

Table 408: Fields in Trunk_Group_Real_Time Table

Keys andNULLOption


NULLDBINTTotal number of seconds during the current half-hourinterval that all trunks in the group were busy.

AllTrunksBusyHalf

NULLDBINTTotal number of seconds since midnight that alltrunks in the group were busy.

AllTrunksBusyToday

NULLDBINTNumber of calls to the trunk group abandoned inqueue during the current half-hour interval.

CallsAbandonedHalf

NULLDBINTNumber of calls to the trunk group abandoned inqueue since midnight.

CallsAbandonedToday

NULLDBINTNumber of inbound calls received on the trunk groupduring the current half-hour interval.

CallsInHalf

NULLDBINTNumber of inbound calls currently in progress onthe trunk group.

CallsInNow

NULLDBINTNumber of inbound calls received on the trunk groupsince midnight.

CallsInToday

NULLDBINTNumber of outbound calls received on the trunkgroup during the current half-hour interval.

CallsOutHalf

NULLDBINTNumber of outbound calls currently in progress onthe trunk group.

CallsOutNow

NULLDBINTNumber of outbound calls received on the trunkgroup since midnight.

CallsOutToday

NOTNULL


DateTime

NULLDBINTAggregate number of seconds trunks in the grouphave been in service during the current half-hourinterval.

InServiceTimeHalf

NULLDBINTAggregate number of seconds trunks in the grouphave been in service since midnight.

InServiceTimeToday


All TablesTrunk_Group_Real_Time

Keys andNULLOption


NULLDBINTAggregate number of seconds trunks in the grouphave been in use for inbound calls during the currenthalf-hour interval.

InUseInboundTimeHalf

NULLDBINTAggregate number of seconds trunks in the grouphave been in use for inbound calls since midnight.

InUseInboundTimeToday

NULLDBINTAggregate number of seconds trunks in the grouphave been in use for outbound calls during thecurrent half-hour interval.

InUseOutboundTimeHalf

NULLDBINTAggregate number of seconds trunks in the grouphave been in use for outbound calls since midnight.

InUseOutboundTimeToday

PK, FKNOTNULL


NULLDBINTNumber of non-busy trunks in the group now.TrunksIdle

NULLDBINTNumber of trunks in the trunk group in service now.TrunksInService

User_FormulaThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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, on page 535 (via UserFormulaID)

Table 409: Indexes for User_Formula Table


EnterpriseNameclustered, unique, unique key locatedon PRIMARY

XAK1User_Formula

UserFormulaIDnonclustered, unique, primary keylocated on PRIMARY

XPKUser_Formula


All TablesUser_Formula

Table 410: Fields in User_Formula Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

NULLDESCRIPTIONAdditional information about the function.Description

AK-1 NOTNULL

VNAME32An enterprise name for the function. Customfunction names always begin with "user".

EnterpriseName

NOTNULL

DBINTThe number of bytes in the expression for thefunction.

Length

NOTNULL

DBINTThe number of parameters the function accepts.ParamCount

PK NOTNULL

DBINTA unique identifier for the function.UserFormulaID

User_Formula_EquationThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

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, on page 534 (via UserFormulaID)

Table 411: Indexes for User_Formula_Equation Table


UserFormulaID, RowOrderclustered, unique, primary key locatedon PRIMARY

XPKUser_Formula_Equation

Table 412: Fields in User_Formula_Equation Table

Keys andNULLOption


NULLvarchar(255)The expression string.EquationString


All TablesUser_Formula_Equation

Keys andNULLOption


PK NOTNULL

DBINTSpecifies the order of strings for a formula. Aformula may have one or more strings.

RowOrder

PK, FKNOTNULL

DBINTForeign key from the User_Formula table.UserFormulaID

User_GroupThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Lists the groups of users to which specific access rights apply. A record in this table can represent a group ofusers (with multiple associated records in the User_Group_Member table) or a single user (with a singleassociated record in the User_Group_Member table).

Use Configuration Manager to create, update, and delete user groups.

Related Tables

Class_Security, on page 182 (via UserGroupName)


Feature_Control_Set, on page 243 (via via FeatureSetID)

Global Security Control (via UserGroupID)

Object_Security, on page 293 (via UserGroupName)

Sec_Group, on page 412 (via UserGroupID)

Sec_User, on page 413 (via UserGroupID)

User_Group_Member, on page 538 (via UserGroupName)

User_Supervisor_Map, on page 539 (via UserGroupID)

Table 413: Indexes for User_Group Table


UserGroupNameclustered, unique, unique key locatedon PRIMARY

XAK1User_Group

CustomerDefinitionIDnonclustered located on PRIMARYXIE1User_Group

UserGroupIDnonclustered, unique, primary keylocated on PRIMARY

XPKUser_Group


All TablesUser_Group

Table 414: Fields in User_Group Table

Keys andNULLOption


NOTNULL


ChangeStamp

FK, IE-1NULL

DBINTIdentifies the customer associated with the usergroup.



DateTimeStamp

NULLDESCRIPTIONAdditional information about the group.Description

NULLVARCHAR64DNS format of the Active Directory domain name.DomainName

FK NULLDBINTIdentifies a feature set from the Feature_Control_SetTable.

FeatureSetID

NOTNULL


• Y = Read-only user

• N = Normal user

ReadOnly

NOTNULL


• Y = Service provider or normal customer

• N = Service bureau customer.

This field is no longer used.Note

ServiceProvider

PK NOTNULL

DBINTA unique identifier for the group.UserGroupID

AK-1 NOTNULL

varchar(64)The name of a user or a group.UserGroupName

NOTNULL

char(1)The type of the group:

• U = for an individual user

• G = for a group of users.

UserGroupType

NULLVarchar(64)The unique ID for an Active Directory user.UserGuid

NULLVarchar(64)The Active Directory user logon name.UserName


All TablesUser_Group

User_Group_MemberThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Lists the specific users that are members of each user group. If the group is of type "U" then it has a singleUser_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


Table 415: Indexes for User_Group_Member Table


UserName, UserGroupNameclustered, unique, unique key locatedon PRIMARY

XAK1User_Group_Member

UserNamenonclustered located on PRIMARYXIE1User_Group_Member

UserGroupMemberIDnonclustered, unique, primary keylocated on PRIMARY

XPKUser_Group_Member

Table 416: Fields in User_Group_Member Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

PK NOTNULL

DBINTA unique identifier for the record.UserGroupMemberID

AK-1 NOTNULL

varchar(64)The group to which the member belongs.UserGroupName

AK-1, IE-1NOTNULL

varchar(64)The username as registered with SQL Server.UserName


All TablesUser_Group_Member

User_Security_ControlThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.

Specifies the security access that individual users have to specific objects. The system software builds thistable from the data in the other security tables.

Related Tables

Ids, on page 253 (via ObjectType + ObjectID)

User_Group_Member, on page 538 (via UserName)

Table 417: Indexes for User_Security_Control Table


UserNamenonclustered located on PRIMARYXIE1User_Security_Control

UserGroupIDnonclustered located on PRIMARYXIE2User_Security_Control

ObjectType, ObjectID, UserNameclustered, unique, primary key locatedon PRIMARY

XPKUser_Security_Control

Table 418: Fields in User_Security_Control Table

Keys andNULLOption


NOTNULL

DBINTThe level of access that the user has for the object.To see values. see Access Levels, on page 579.

AccessLevel

PK NOTNULL

DBINTTogether with ObjectType, identifies the object.ObjectID

PK, FKNOTNULL

DBINTTogether with ObjectID, identifies the object.ObjectType

IE-2 NOTNULL


PK, IE-1NOTNULL

varchar(64)The SQL Server username of the user.UserName

User_Supervisor_MapThis table is in the Security category (see Security, on page 568). To see database rules for these tables, seeSecurity Tables, on page 623.


All TablesUser_Security_Control

Used to allow an agent to log in as a Supervisor. When an agent logs in as a Supervisor, an entry for the agentis created in the User Group table to allow the agent login.

Related Table


Table 419: Indexes for User_Supervisor_Map Table


AgentSkillTargetIDnonclustered, unique, unique keylocated on PRIMARY

XAK1UserSupervisorMap

UserGroupID, AgentSkillTargetIDclustered, unique, primary key locatedon PRIMARY

XPKUserSupervisorMap

Table 420: Fields in User_Supervisor_Map Table

Keys andNULLOption


PK, AK-1NOTNULL

DBINTThe identifier for the SkillTargetID for an agent thatis a supervisor.

The SupervisorAgent field for this agentmust be Y.

Note

AgentSkillTargetID

PK, FKNOTNULL

DBINTThe identifier for the user.

The UserGroupType for this user mustbe U.

Note

UserGroupID

User_VariableThis table is part of the Script category (see Script, on page 564). For database rules, see Script Tables, onpage 622.

Contains the definitions of user variables. You can optionally associate a variable with an object type (suchas service or skill group). The system software then creates an instance of the variable for each object of thattype (for example, for each service or each skill group). You can set and reference variables within scripts. Ifa 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, on page 308 (via UserVariableID)


All TablesUser_Variable

Table 421: Indexes for User_Variable Table


ObjectType, VariableNamenonclustered, unique, unique keylocated on PRIMARY

XAK1User_Variable

UserVariableIDclustered, unique, primary key locatedon PRIMARY

XPKUser_Variable

Table 422: Fields in User_Variable Table

Keys andNULLOption


NOTNULL


ChangeStamp

NOTNULL

DBSMALLINTIndicates the type of the variable:

• 0 = Long

• 1 = Float

• 2 = Char

• 3 = Date

DataType


DateTimeStamp

NULLDESCRIPTIONAdditional information about the variable.Description

NOTNULL

DBCHARNot currently used.Instance

AK-1 NOTNULL

DBSMALLINTThe type of object with which the variable isassociated. For the list of values, see Object Types:User Variable, on page 596.

ObjectType

NOTNULL

DBCHARIndicates whether to preserve the value of thevariable between script invocations. Stored as acharacter:

• Y = yes

• N = no

Persistent

NOTNULL

DBSMALLINTNot currently used.ReportingMethod

PK NOTNULL

DBINTA unique identifier for the variable.UserVariableID


All TablesUser_Variable

Keys andNULLOption


AK-1 NOTNULL

VNAME32The name of the variable. User variable names mustbegin with "user".

VariableName

VersionThis table is in the System category (see System, on page 574). To see database rules for these tables, seeSystem Tables, on page 625.

A system table containing a single row which indicates the current version of the system database schemainstalled in the central and local databases. This table is maintained by the system software installation process.

Table 423: Indexes for Version Table


Majornonclustered located on PRIMARYXIE1Version

Table 424: Fields in Version Table

Keys andNULLOption


NOTNULL

DBINTThe incremental version number of the localdatabase schema on the AW. For example, if theversion is 1.3, this value is 3.

AWMinor

NOTNULL

DBINTThe incremental version number of the centraldatabase schema. For example, if the version is 1.2,this value is 2.

CCMinor

NOTNULL

DBINTControl version of preconfigured items forSimplified Unified CCE Deployments.

IPCCMinor

IE-1 NOTNULL

DBINTThe number of the major version; for example, ifthe version is 1.2, this value is 1.

Major

View_ColumnThis table is in the Schedule category (see Schedule, on page 563). To see database rules, see Schedule Tables,on page 622.

Describes how the system software interprets one column of imported schedule data.

Related Table


All TablesVersion

ICR_View, on page 252 (via ICRViewID)

Table 425: Indexes for View_Column Table


ICRViewID, ColumnNumbernonclustered, unique, unique keylocated on PRIMARY

XAK1View_Column

ICRViewID, ViewNamenonclustered, unique, unique keylocated on PRIMARY

XAK2View_Column

ViewColumnIDclustered, unique, primary key locatedon PRIMARY

XPKView_Column

Table 426: Fields in View_Column Table

Keys andNULLOption


NULLVNAME32The name used for the column in the system fromwhich it imported.

BaseName

NOTNULL


ChangeStamp

AK-1 NOTNULL

DBINTIndicates the position of the column within theSchedule Import table.

ColumnNumber


DateTimeStamp

NULLDESCRIPTIONAdditional information about the column.Description

NOTNULL

DBCHARIndicates whether the View_Column record can bemodified. Stored as a character:

• Y = yes

• N = no

Edit

AK-1,AK-2, FKNOTNULL

DBINTIdentifies the view to which the column belongs.ICRViewID

NULLDBINTIndicates which bit positions to use in the value. AnAND operation is applied to the mask value and thefield value.

Mask

NULLDBINTThe number of bit positions to shift the value to theleft.

Shift


All TablesView_Column

Keys andNULLOption


PK NOTNULL

DBINTA unique identifier for the column.ViewColumnID

AK-2 NOTNULL

VNAME32The name used for the column within the systemsoftware.

ViewName

Vru_CurrencyThis is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 577). For databaserules, see VRU Micro-applications Tables, on page 626.

This table contains a list of currencies supported by VRU micro-applications.

Related Table

Vru_Defaults, on page 545 (via CurrencyID)

Table 427: Indexes for Vru_Currency Table


CurrencyNamenonclustered, unique, unique keylocated on PRIMARY

XAK1Vru_Currency

CurrencyIDclustered, unique, primary key locatedon PRIMARY

XPKVru_Currency

Table 428: Fields in Vru_Currency Table

Keys andNULLOption


NOTNULL


ChangeStamp

PK NOTNULL

DBINTA unique identifier.CurrencyID


All TablesVru_Currency

Keys andNULLOption


AK-1 NOTNULL

varchar(10)Specifies the currency supported by the VRUmicro-application:

• 1 = U.S. Dollar (default)

• 2 = Euro

• 3 = Pound Sterling

• 4 = French franc

• 5 = Deutschmark

• 6 = Lira

• 7 = Peseta

• 0 = Other

CurrencyName


DateTimeStamp

Vru_DefaultsThis is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 577). For databaserules, see VRU Micro-applications Tables, on page 626.

This table contains a single row of data that contains the default values for a particular VRUmicro-application.

Related Tables

Vru_Locale, on page 547 (via LocaleID)

Vru_Currency, on page 544 (via CurrencyID)

Table 429: Indexes for View_Defaults Table



XAK1Vru_Defaults

VruDefaultsIDclustered, unique, primary key locatedon PRIMARY

XPKVru_Defaults


All TablesVru_Defaults

Table 430: Fields in Vru_Defaults Table

Keys andNULLOption


NULLvarchar(255)A path to library of application media files/promptsspecific to a set of related Unified ICM scripts.(Example: customer menus.) The default entry isapp.

AppMediaLib

NOTNULL


ChangeStamp

FK NOTNULL

DBINTThe currency supported byVRUmicro-applications.The default value is 1, CURRENCY_DOLLAR.

CurrencyID


DateTimeStamp

NULLDESCRIPTIONA description of the row. There is no default valuein this field.

Description

NOTNULL

char(1)DTMF Termination key:

0-9 (digits)

* (asterisk)

# (pound sign, the default)

N (no termination key)

DTMFTermKey

AK-1 NOTNULL

VNAME32A unique name for the enterprise.EnterpriseName

NOTNULL

DBINTThe number of seconds a caller is allowed betweenentering digits. If exceeded, the system times-out.Valid options are the digits 1-99 (default: 3).

InterDigitTimeout

NOTNULL

DBINTNumber of times ISN repeats the Get Digits cyclewhen the caller enters invalid data. (Total includesthe first cycle.) Valid options are the digits 1-9(default: 3).

InvalidEntryTries

FK NOTNULL

DBINTA combination of language and country specifyingthe language the VRU micro-application executesin:

• en-us = U.S. English (default)

• en-gb = Great Britain English

• es-es = European Spanish

• es-mx = Mexican Spanish

LocaleID


All TablesVru_Defaults

Keys andNULLOption


NOTNULL

varchar(255)Base URL for all media files used in the VRU script.The default value is file:../MediaFiles

MediaServerSet

NOTNULL

DBINTThe number of seconds a caller is allowed to beginentering digits. If exceeded, the system times-out.

Valid options are the digits 0-99 (default: 5).

NoEntryTimeout

NOTNULL

DBINTNumber of times ISN repeats the Get Digits cyclewhen a caller doesn't enter any data after being giventhe prompt. (Total includes first cycle.)

Valid options are the digits 1-9 (default: 3).

NoEntryTries

NULLvarchar(255)A path to library of system media files/prompts forindividual digits, months, default error messages,etc. The default entry is sys.

SystemMediaLib

PK NOTNULL

DBINTA unique identifier.VruDefaultsID

Vru_LocaleThis is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 577). For databaserules, see VRU Micro-applications Tables, on page 626.

This table contains a list of locales (a locale is a combination of language and country) supported by VRUmicro-applications.

Related Table

Vru_Defaults, on page 545 (via LocaleID)

Table 431: Indexes for Vru_Locale Table


Localenonclustered, unique, unique keylocated on PRIMARY

XAK1Vru_Locale

LocaleIDclustered, unique, primary key locatedon PRIMARY

XPKVru_Locale


All TablesVru_Locale

Table 432: Fields in Vru_Locale Table

Keys andNULLOption


NOTNULL


ChangeStamp


DateTimeStamp

AK-1 NOTNULL

varchar(10)A combination of language and country specifyingthe language the VRU micro-application executesin:

• en-us = U.S. English (default)

• en-gb = Great Britain English

• es-es = European Spanish

• es-mx = Mexican Spanish

Locale

PK NOTNULL

DBINTA unique identifier.LocaleID

Vru_Port_MapThis is in the Device category (see Device, on page 554). For database rules, see Device Tables, on page 619.

In cases where ACD and VRU PIMs are controlled by the same PG, the VRU_Port_Map table is used tospecify 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, on page 527 (via TrunkID)

Table 433: Indexes for Vru_Port_Map Table


TrunkIDclustered, unique, primary key locatedon PRIMARY

XPKVru_Port_Map


All TablesVru_Port_Map

Table 434: Fields in Vru_Port_Map Table

Keys andNULLOption


NULLDBSMALLINTThe ID of ACD peripheral if Type is 1.ACDPeripheralID

NULLVNAME32The ACD port if Type is 1.ACDPort

NULLDBINTThe ID of the ACD trunk if Type is 0.ACDTrunkID

PK, FKNOTNULL

DBINTThe ID of the VRU trunk to be mapped.TrunkID

NOTNULL

DBINTThe type of VRU-to-ACD mapping:

• 0 = A VRU trunk-to-ACD trunk mapping

• 1 = A VRU trunk-to-ACD port mapping.

Type



C H A P T E R 3Tables by Group

• Overview, on page 551• Blended Agent (Outbound Option), on page 551• Contact Sharing, on page 553• Device, on page 554• Enterprise, on page 557• Media Routing, on page 559• Route, on page 560• Schedule, on page 563• Script, on page 564• Security, on page 568• Skill Target, on page 570• System, on page 574• User Preferences, on page 576• VRU Micro-application, on page 577• Tables Reserved for Future Use, on page 577

OverviewThis section explains major areas of the schema. Tables are arranged in logical groups based on their domainsand interrelationships.

For each section, you can find:

• an illustration that maps the connections among tables in that group

• links to detailed information on each individual table in the group

• a link to the database rules for the group

For details on the columns in each table, see All Tables.

Blended Agent (Outbound Option)This figure depicts the tables in the Blended Agent (Outbound Option) category and their connections.


In this graphic:

• A single box represents a single table.

• A stack of boxes represents several tables in another category of the schema.

• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-manyrelationship.

Figure 1: Blended Agent

To see database rules for tables in the Blended Agent group, see Blended Agent Tables (Outbound Option),on page 617.

Tables that hold Blended Agent (Outbound Option) data are listed below.

• Blended_Agent_Options, on page 90

• Campaign, on page 143

• Campaign_Half_Hour, on page 152

• Campaign_Query_Rule, on page 153

• Campaign_Query_Rule_Half_Hour, on page 155

• Campaign_Query_Rule_Real_Time, on page 162

• Campaign_Skill_Group, on page 171


Tables by GroupBlended Agent (Outbound Option)

• Campaign_Target_Sequence, on page 173

• Dialer, on page 205

• Dialer_Detail, on page 209

• Dialer_Half_Hour, on page 216

• Dialer_Port_Map, on page 222

• Dialer_Port_Real_Time, on page 223

• Dialer_Skill_Group_Half_Hour, on page 228

• Dialer_Skill_Group_Real_Time, on page 231

• Import_Rule, on page 255

• Import_Rule_Clause, on page 259

• Import_Rule_History, on page 260

• Import_Rule_Real_Time, on page 262

• Query_Rule, on page 330

• Query_Rule_Clause, on page 332

Contact SharingThis figure depicts the tables in this category and their connections.

In this graphic:Figure 2: Contact Sharing



Tables by GroupContact Sharing

• A box with a + plus sign represents a subcategory of table with related detail: Peripheral and TrunkGroup.



Figure 3: Contact Sharing

To see database rules for these tables, see Contact Sharing Tables, on page 619.

Tables in the Contact Sharing category include the following:

• Application_Gateway, on page 74

• Contact_Share_Group, on page 189

• Contact_Share_Group_Member, on page 190

• Contact_Share_Queue, on page 190

• Contact_Share_Rule, on page 191



DeviceThis figure depicts the tables in this category and their connections.

In this graphic:


• A box with a + plus sign represents a subcategory of table with related detail: Peripheral and TrunkGroup.




Tables by GroupDevice

Figure 4: Device

To see database rules for these tables, see Device Tables, on page 619.

Tables in the Device category include the following:

• Agent_Targeting_Rule, on page 63

• Agent_Targeting_Rule_Member, on page 66

• Agent_Targeting_Rule_Range, on page 67

• Dial_Number_Plan, on page 203

• Logical_Interface_Controller, on page 268

• Network_Trunk_Group, on page 282

• Network_Trunk_Group_Half_Hour, on page 283

• Network_Trunk_Group_Real_Time, on page 285

• Peripheral, on page 294 See the section below for Peripheral Detail tables.

• Peripheral_Default_Route, on page 298

• Physical_Controller_Half_Hour, on page 311

• Physical_Interface_Controller, on page 312

• Routing_Client, on page 379

• Routing_Client_Five_Minute, on page 383

• Trunk, on page 527

• Trunk_Group, on page 528 See the section below for Trunk Group Detail tables.


Tables by GroupDevice

• Vru_Port_Map, on page 548

Peripheral DetailThe figure below illustrates the tables in the Peripheral Detail subcategory.Figure 5: Peripheral Detail

These tables are:

• Agent_Distribution, on page 25


• Peripheral, on page 294

• Peripheral_Monitor, on page 301

• Peripheral_Real_Time, on page 303

Trunk Group DetailThe figure below illustrates the tables in the Trunk Detail subcategory.


Tables by GroupPeripheral Detail

Figure 6: Trunk Details

These tables are:

• Trunk_Group, on page 528

• Trunk_Group_Five_Minute, on page 530

• Trunk_Group_Half_Hour, on page 531

• Trunk_Group_Real_Time, on page 532

EnterpriseThe figure below shows the relationships among tables in the Enterprise category.





Tables by GroupEnterprise

Figure 7: Enterprise

To see database rules for these tables, see Enterprise Tables, on page 620.

Tables that hold Enterprise data are listed below.

• Enterprise_Route, on page 234

• Enterprise_Route_Member, on page 235

• Enterprise_Skill_Group, on page 237

• Enterprise_Skill_Group_Member, on page 238

• Enterprise_Service, on page 235

• Enterprise_Service_Member, on page 236

• Service_Array, on page 416


Tables by GroupEnterprise

• Service_Array_Member, on page 418

Media RoutingThe figure below shows the relationships among the tables in the Media Routing category.




Figure 8: Media Routing Tables

To see Database rules for the Media Routing tables, see Media Routing Tables, on page 620.

Media Routing Tables are listed below:

• Application_Instance, on page 81

• Application_Path, on page 82

• Application_Path_Member, on page 84

• Application_Path_Real_Time, on page 84

• Media_Class, on page 275

• Media_Routing_Domain, on page 276


Tables by GroupMedia Routing

RouteThis figure depicts the tables in this category and their connections.

In this graphic:


• A box with a + plus sign represents a subcategory of table with related detail: Route Detail.




Tables by GroupRoute

Figure 9: Route Tables

To see Database Rules for Route Tables, see Route Tables, on page 621.

Tables that hold Route data are listed below.

• Announcement, on page 70

• Dialed_Number, on page 199

• Dialed_Number_Label, on page 201

• Expanded_Call_Variable, on page 241

• Label, on page 264



• Network_Event_Detail, on page 279

• Network_Target, on page 281

• Network_Vru, on page 287

• Network_Vru_Bank, on page 288

• Network_Vru_Script, on page 289

• Peripheral_Target, on page 307

• Recurring_Schedule_Map, on page 335• Route, on page 346

• Route_Call_Detail, on page 348

• Route_Call_Variable, on page 355

• Scheduled_Target, on page 400

• Scheduled_Target_Real_Time, on page 402

• Termination_Call_Detail, on page 506

• Termination_Call_Variable, on page 522

Route Detail Tables

The figure below illustrates the tables in the Route Details subcategory.Figure 10: Route Details Tables

Route Detail Tables are:

• Route, on page 346

• Route_Real_Time, on page 365

• Route_Five_Minute, on page 356

• Route_Half_Hour, on page 360



ScheduleThis figure depicts the tables in this category.

In this graphic:




Figure 11: Schedule Tables

To see Database Rules for Schedule Tables, see Schedule Tables, on page 622.


Tables by GroupSchedule

Tables that hold Schedule data are listed below.

• Schedule, on page 390

• Schedule_Source, on page 399

• Schedule_Map, on page 396

• Recurring_Schedule_Map, on page 335• Schedule_Report, on page 397

• Schedule_Report_Input, on page 398

• Schedule_Import, on page 392

• Schedule_Import_Real_Time, on page 394

• Schedule_Source, on page 399

• Import_Schedule, on page 263

• Import_Log, on page 254

• ICR_View, on page 252

• View_Column, on page 542

ScriptThis figure depicts the tables in this category.

In this graphic:


• A box with a + plus sign represents a subcategory of table with related detail: Call Type, Region, andScript.




Tables by GroupScript

Figure 12: Script Tables

To see database rules for these tables, see Script Tables, on page 622.

Script Tables are listed below

• Admin_Script_Schedule_Map, on page 14

• Application_Gateway, on page 74

• Application_Gateway_Connection, on page 75

• Application_Gateway_Half_Hour, on page 79

• Application_Gateway_Globals, on page 77


• Call_Type_Map, on page 116

• Call_Type_Real_Time, on page 129

• Customer_Definition, on page 193

• Customer_Options, on page 194

• Default_Call_Type, on page 195

• Dialed_Number_Map, on page 202

• ICR_Instance, on page 248

• ICR_Node, on page 250

• Master_Script, on page 273

• Persistent_Variable, on page 308


Tables by GroupScript

• Region, on page 337

• Script, on page 402


• Script_Table_Column, on page 411

• User_Formula, on page 534

• User_Formula_Equation, on page 535

• User_Variable, on page 540

Call Type DetailThe figure below illustrates the tables in the Call Type subcategory.Figure 13: Call Type Tables

These tables are:


Region DetailThe figure below illustrates the tables in the Region Detail subcategory.


Tables by GroupCall Type Detail

Figure 14: Region Detail Tables

Region Detail Tables are listed below:

• Region, on page 337

• Region_Member, on page 339

• Region_Prefix, on page 339

• Region_View_Member, on page 345

• Region_View, on page 341

Script DetailThe figure below illustrates the tables in the Script Detail subcategory.


Tables by GroupScript Detail

Figure 15: Script Detail

Script Detail Tables are listed below:


• Script_Cross_Reference, on page 404

• Script_Data, on page 405

• Script_Five_Minute, on page 406

• Script_Print_Control, on page 407

• Script_Real_Time, on page 409

SecurityThe figure below shows the relationships among tables in the Security category.





Tables by GroupSecurity

Figure 16: Security Tables

To see database rules for these tables, see Security Tables, on page 623.

Tables that hold Security data are listed below.

• Business_Entity, on page 97

• Class_Access_Xref, on page 180

• ClassID_To_ObjectType, on page 183

• Class_List, on page 181

• Class_Security, on page 182

• Feature_Control_Set, on page 243

• Ids, on page 253

• Object_Access_Xref, on page 291

• Object_List, on page 292

• Object_Security, on page 293

• Sec_Group, on page 412


Tables by GroupSecurity

• Sec_User, on page 413

• User_Group, on page 536

• User_Group_Member, on page 538

• User_Security_Control, on page 539

• User_Supervisor_Map, on page 539

Skill TargetThis figure shows the relationships among tables in the Skill Target category. The Agent, Service, Skill Group,and Skill Group Member tables each have related tables, as indicated by the + (plus signs) in the illustration.

In this graphic:


• A box with a + plus sign represents a subcategory of table with related detail: Agent, Service, Skill Group,and Skill Group Member.




Tables by GroupSkill Target

Figure 17: Skill Target Tables

To see database rules for Skill Target tables, see Skill Target Tables, on page 624.

Skill Target tables include the following:

• Agent Table. See the Agent Detail section, below.

• Agent_Desk_Settings, on page 20

• Agent_Interval, on page 29

• Person, on page 309

• Service Tables. See the Service Detail section, below.

• Service_Member, on page 434

• Skill Group and Skill Group Member Tables. See the Skill Group Detail Section, below.

• Skill_Target, on page 503

• Translation_Route, on page 524


Tables by GroupSkill Target

• Translation_Route_Half_Hour, on page 525

Agent DetailThe figure below illustrates tables in the Agent subcategory.Figure 18: Agent Tables

Agent Detail tables are listed below:

• Agent, on page 16

• Agent_Interval, on page 29

• Agent_Real_Time, on page 34

• Agent_Event_Detail, on page 26

• Agent_State_Trace, on page 59

• Agent_Team, on page 67

• Agent_Team_Member, on page 69

• Agent_Team_Supervisor, on page 70



Tables by GroupAgent Detail

Service DetailThe figure below illustrates tables in the Service subcategory.Figure 19: Service Tables

Service tables include:

• Service, on page 413

• Service_Five_Minute, on page 419

• Service_Real_Time, on page 435

Skill Group DetailThe figures below illustrate tables in the Skill Group and Skill Group Member subcategories.Figure 20: Skill Group Tables


Tables by GroupService Detail

Figure 21: Skill Group Member Tables

Skill Group and Skill Group Member Tables include the following:


• Skill_Group_Five_Minute, on page 456

• Skill_Group_Real_Time, on page 488

• Skill_Group_Member, on page 487

• Agent_Skill_Group_Logout, on page 55

• Agent_Skill_Group_Real_Time, on page 56

SystemThe figure below illustrates tables in the System category. To see database rules for these tables, see SystemTables, on page 625.


Tables by GroupSystem

Figure 22: System Tables

To see database rules for these tables, see System Tables, on page 625.

System Tables are listed below

• Application_Event, on page 71

• AWControl, on page 89

• Config_Message_Log, on page 185

• Controller_Time, on page 192

• Event, on page 239

• ICR_Globals, on page 244

• ICR_Locks, on page 249

• Logger_Admin, on page 265

• Logger_Meters, on page 266

• Logger_Type, on page 268

• Next_Available_Number, on page 291

• Recovery, on page 334

• Region_Info, on page 338

• Rename, on page 346

• Version, on page 542


Tables by GroupSystem

User PreferencesThe figure below illustrates the relationships among the Uesr Preferences tables.




Figure 23: User Preferences Tables

To see database rules for these tables, see User Preferences Tables, on page 625.

User Preferences Tables include the following:

• Cfg_Mngr_App_Snapshot_State, on page 174

• Cfg_Mngr_Globals, on page 175

• Cfg_Mngr_User_Desktop_Snap, on page 176

• Cfg_Mngr_User_Menu, on page 178

• Cfg_Mngr_User_Settings, on page 178

• Cfg_Mngr_View, on page 179


Tables by GroupUser Preferences

VRU Micro-applicationThe figure below illustrates the relationships among the VRU Micro-Application tables.



Figure 24: VRU Micro-application Tables

For database rules, see VRU Micro-applications Tables, on page 626.

VRUMicroApplication Tables are listed below:

• Vru_Currency, on page 544

• Vru_Defaults, on page 545

• Vru_Locale, on page 547

Tables Reserved for Future UseAlthough the following tables have been added to the Unified ICM/Unified CCE Schema, they are reservedfor future use:

• Application_Gateway_License

• Campaign_Half_Hour

• Campaign_Real_Time

• Dialer Skill Group Half Hour

• Dialer Skill Group Real Time

• License_Definition


Tables by GroupVRU Micro-application

• License_Real_Time

• Phone_Strategy

• Phone_Strategy_Node


Tables by GroupTables Reserved for Future Use

C H A P T E R 4Field Values

• Access Levels, on page 579• AgentState, on page 580• Application Gateway: Fault Tolerance, on page 581• Client Type, on page 581• Customer Options Type, on page 583• Days, on page 584• Dialed Number Map: ANIWildCardType, on page 585• Dialer Detail: CallResult, on page 585• Dialer Detail: CallStatusZone, on page 587• Dialer Detail: DialingMode, on page 588• Event Fields, on page 588• ICR Locks Fields, on page 589• LabelType Fields, on page 589• Logical Interface Controller Fields, on page 590• Network Vru Type, on page 592• Port Status, on page 592• Route Call Detail Fields, on page 593• Object Types: Security, on page 594• Object Types: User Variable, on page 596• Peripheral Real Time Status Field, on page 597• Reason Codes, on page 598• Service Fields, on page 600• Service Real Time: Service Mode Indicator Field, on page 601• Target Types: Script Cross Reference and Scheduled Report Input, on page 602• Termination Call Detail: Call Disposition and CallDispositionFlag Fields, on page 605• Termination Call Detail: Peripheral Call Type, on page 613• Trunk Type, on page 616

Access LevelsSeveral tables include an AccessLevel field that indicates the rights a user or group has to access an object orclass.


MeaningAccess Level Values

Read10

Reference20

Maintenance (create, read, update, delete)30

AgentStateThe Agent Real Time, Agent Skill Group Real Time, and Agent state trace tables ( see Agent_Real_Time,on page 34, Agent_Skill_Group_Real_Time, on page 56, and Agent_State_Trace, on page 59) use theAgentState field, which indicates the agent's state.

The meaning for this field varies depending on the table that uses it.Note

Meaning (Agent_State_Trace)Meaning (Agent_Real_Time /Agent_Skill_Group_Real_Time)

Agent StateValues

Logged OffLogged Off0

Logged OnLogged On1

Not ReadyNot Ready2

ReadyReady3

TalkingTalking4

Work Not ReadyWork Not Ready5

Work ReadyWork Ready6

Busy OtherBusy Other7

ReservedReserved8

Call InitiatedUnknown9

Call HeldCalls On Hold10

ActiveActive11

PausedPaused12

InterruptedInterrupted13

Not ActiveNot Active14

The Type field indicates the recurrence pattern of the schedule.


Field ValuesAgentState

MeaningTypeValues

Daily (the DayType field indicates which days of the week)1

Weekly (the DayType field indicates which days of the week)2

Biweekly (the DayType field indicates which days of the week)3

Monthly (the Day field specifies the day of month)4

Monthly (the DayPosition and DayType fields indicate day of the month)5

Yearly (the month and day fields specify the day of year)6

Yearly (the DayPosition, DayType, and Month specify the day of year)7

Range (the starting and ending date and times specify the range)8

Application Gateway: Fault ToleranceThe Fault Tolerance field in the Application Gateway Table (see Application_Gateway, on page 74) takesthese values:

• 0 = none

• 1 = Duplicate Request

Each router will manage a connection to a different host. Each time a scripts initiates a request, bothrouters will ask their corresponding host. Both routers will believe the response from whichever hostresponds first. This method is the most reliable, but has the added expense of requiring two hosts tointerface to. Even if a host (or a connection) fails, all requests will be satisfied.

• 2 = Alternate Request

Each router will manage a connection to a different host. The routers will take turns, sending half therequests to the host connected to side A, and the other half to the host connected to side B. If either hostfails, the entire load will be directed to the surviving host. When a host (or connection) fails, some requestsmay be lost. This is because by the time the router can figure out that a host is not going to respond, itis too late to ask the other host and still route the call within the deadline imposed by the network

• 3 = Hot Standby

The hot standby method. Each router will manage a connection to a different host. All requests will bedirected to the designated primary host. If the host (or connection) fails, all requests will be directed tothe backup host. This option may also lose some requests on failures.

Client TypeThe Client Type field in the Peripheral (see Peripheral, on page 294) and in the Routing_Client Table (seeRouting_Client, on page 379) takes these values:


Field ValuesApplication Gateway: Fault Tolerance

• 1 = Avaya DEFINITY ECS (non-EAS)

• 2 = MCI

• 3 = Sprint

• 4 = Aspect

• 5 = Nortel Meridian

• 6= Rockwell Galaxy (without priority enhancements) (Not supported)

• 7=GTN

• 8 = Generic NIC

• 9= Avaya G2

• 10= Rockwell Galaxy (Not supported)

• 11= Rockwell Spectrum (Not supported)

• 12= Avaya DEFINITY ECS (EAS)

• 13= VRU

• 14= British Telecom NIC

• 15= VRU Polled

• 16= INCRP NIC

• 17= Nortel NIC

• 18= DMS 100 (Not Supported)

• 19= Siemens Hicom 300 E (9006) (Not supported)

• 20= France Telecom

• 21= Stentor NIC (Not Supported)

• 22= Ameritech

• 23= BT INAP NIC

• 24 = Siemens ROLM 9751 CBX (9005) (Not supported)

• 25= ICR Protocol NIC

• 26 = Alcatel 4400 (Not supported)

• 27= NEC NEAX 2x00

• 28= ACP 1000

• 29= Avaya Aura Contact Center (AACC)

• 30= Enterprise Agent

• 31= Call Routing Service Protocol (CRSP)

• 32= Ericsson MD110


Field ValuesClient Type

• 33 = Wireless INAP NIC

• 34= Energis INAP NIC

• 35= AUCS INAP NIC

• 36= Concert NIC

• 37= Deutsche Telecom NIC

• 38= CAIN NIC

• 39= Telfort INAP NIC

• 40= BT V2 NIC

• 41= TIM INAP NIC

• 42= Generic PG

• 43= Reserved

• 44 = GKTMP NIC (Gatekeeper NIC) (Not supported)

• 45 = SS7IN NIC (SS7 Intelligent Network)

• 46 = NTL NIC

• 47 = Media Routing

• 48 = Non-Voice Agent PIM

• 49= UCC Express Gateway

• 50= UCC Enterprise Gateway

• 51 = System PG

• 52 = ARS PIM (Agent Routing Services)

ARS PIM is deprecated in release 10.0(1).Note

Customer Options TypeThe Type field in the Customer Options Table (see Customer_Options, on page 194) indicates a type of optionthat is enabled or disabled for a customer.

MeaningTypeValues

Allow quick-edit of Announcement node1

Allow quick-edit of Call Type node2

Allow quick-edit of Caller Entered Digits node3


Field ValuesCustomer Options Type

MeaningTypeValues

Allow quick-edit of Calling Line ID node4

Allow quick-edit of Dialed Number node5

Allow quick-edit of Goto Script node6

Allow quick-edit of Percent Allocation node7

Allow quick-edit of Requalify node8

Allow quick-edit of Run VRU Script node9

Allow quick-edit of Scheduled Select node10

Allow quick-edit of Switch node11

Allow quick-edit of Time node12

Bill for VRU time50

Customer billing data51

DaysBoth the Admin Script ScheduleMap Table (see Admin_Script_Schedule_Map, on page 14) and the RecurringSchedule Map Table use values to indicate the day of the week, day of the month, day position, and day type.

MeaningValues

0x01 = Sunday

0x02 = Monday

0x04 = Tuesday

0x08 = Wednseday

0x10 = Thursday

0x20 = Friday

0x40 = Saturday

Day of the Week

0 = Applies to every day

1-31 = Specifies the day of month

Day of theMonth


Field ValuesDays

MeaningValues

0 = First day of the type in a month

1 = Second day of the type in a month

2 = Third day of the type in a month

3 = Fourth day of the type in a month

4 = Last day of the type in a month

5 = Every day of the type in a month

Day Position

0-6 = Specifies a day (Sunday through Saturday, respectively)

7 = Every day

8 = Every weekday

9 = Every weekend day

Day Type

Dialed Number Map: ANIWildCardTypeThe ANIWildCardType field in the Dialed Number Map Table (see Dialed_Number_Map, on page 202)indicates how the system software should interpret the value given in the ANIWildCard field.

MeaningANIWildCardType Value

Unknown0

NPA (3-digit match)1

NPA-NXX (6-digit match)2

Match (all digits are match)3

Region4

All (match all ANIs)5

Prefix6

If the value is 4, then the ANIWildCard value is ignored and the RegionID value is used.Note

Dialer Detail: CallResultThe CallResult field in the Dialer Detail (see Dialer_Detail, on page 209) can be populated with the followingvalues:


Field ValuesDialed Number Map: ANIWildCardType

MeaningSystem Type Values

Error condition while dialing.2

Number reported not in service by network.3

No ringback from network when dial attempted.4

Operator intercept returned from network when dial attempted.5

No dial tone when dialer port went off hook.6

Number reported as invalid by the network.7

Customer phone did not answer.8

Customer phone was busy.9

Customer answered and was connected to agent.10

Fax machine detected.11

Answering machine detected.12

Dialer stopped dialing customer due to lack of agents or network stoppeddialing before it was complete.

13

Customer requested callback.14

Answering machine requested callback.15

Call connected with customer was abandoned by the dialer due to lackof agents.

16

Failed to reserve agent for personal callback.17

Agent has skipped or rejected a preview call.18

Agent has skipped or rejected a preview call with the close option.19

Customer has been abandoned to an IVR.20

Customer dropped call within configured abandoned time.21

Mostly used with TDM switches - network answering machine, such asa network voicemail.

22

Number successfully contacted but wrong number.23

Number successfully contacted but reached the wrong person.24

Dialer has flushed this record because there is a change in the skillgroup,or a change in the campaign, or there are no agents available.

25

The number was on the do not call list.26


Field ValuesDialer Detail: CallResult


Call disconnected by the carrier or the network while ringing.27

Dead air or low voice volume call.28

Received message is not supported by voice gateway.29

Received message is not authorized by voice gateway.30

Invalid message received by voice gateway.31

Dialer Detail: CallStatusZoneThe CallStatusZone1 and CallStatusZone2 fields in the Dialer Detail (see Dialer_Detail, on page 209) can bepopulated with the following values that show the current status of the customer record for the zone.

The values are:

• A = Active. Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a dialerfor dialing

• B = A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when a regularcallback (non personal callback) has been scheduled. The Callback time itself is stored in both theCallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides the individualzones.

• C = Closed. Record has been closed for that particular zone, so the record will not be retried again forthat zone.

• L = Not Allocated. Invalid number used for a Personal Callback.

• J = Agent rejected (closed out the record).

• M = Max Calls. The maximum number of attempts has been reached. Stored in both CallStatusZone1and CallStatusZone2. A record is set to "M" when it has dialed the maximum times as specified in thecampaign and will not be retried again. Both zones are set to "M" to indicate no further calling in eitherzone.

• P = Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any dialinghas taken place. The record remains in the pending state for a particular zone until all of the numbersspecified for that zone are dialed. A pending contact which has already dialed at least once from itssequence will have at least one CallBackDateTime column filled in with a retry time.

• R = Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled. The retry timeitself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number columnCallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be retried for a varietyof reasons including receiving a busy or no answer result, etc.

• S = A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A recordis set to "S" when it has been scheduled for a personal callback. Both zones are set to "S" to indicate thatit has been moved to the personal callback list

• U = Unknown. Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its statuswas "A" when the Campaign Manager started. If the Campaign Manager shuts down when a record is


Field ValuesDialer Detail: CallStatusZone

at a dialer, it no longer knows its status when it restarts. Therefore, it will remain in "U" state until therecord is returned to it.

• X = Agent not Available. For a personal callback, the agent is not available, and the reschedule mode isAbandon. (CallStatusZone1 only)

Dialer Detail: DialingModeTheDialingMode field in the Dialer Detail (see Dialer_Detail, on page 209) can be populated with the followingvalues that show the campaign mode for the call. This field is NULL for Do Not Call entries.

Values are:

• 1 = Predictive only

• 2 = Predictive blended

• 3 = Preview only

• 4 = Preview blended

• 5 = Progressive only

• 6 = Progressive blended

• 7. = Direct preview only

• 8. = Direct preview blended

Event FieldsThe SystemType field in the Event (see Event, on page 239) indicates the type of system within the systemsoftware that generated the event.


Unknown0

CallRouter1

Peripheral Gateway (PG)2

Network Interface Controller (NIC)3

Administration&DataServer (ADS)4

Logger5

Listener6

CTI Gateway7

Blended Agent Dialer8


Field ValuesDialer Detail: DialingMode

If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine.For a CallRouter or Logger, Event.SystemId is always 0.

Note

ICR Locks FieldsThe LockType field in the ICR Locak Table (see ICR_Locks, on page 249) indicates a kind of lock.

Table 435: ICR_Locks.LockType Values

MeaningValue

Master lock (applies to configuration data and script.0

Configuration lock (no longer used)1

Script Lock(applies to an individual script)2

Application lock (no longer used)3

If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine.For a CallRouter or Logger, Event.SystemId is always 0.

Note

LabelType FieldsThe LabelType field in the Label Table (see Label, on page 264) indicates the type of the routing label.

MeaningLabelTypeValues

Normal0

DNIS Override (the system software returns the specific DNIS value to be used with thelabel)

1

Busy (instructs the routing client to play a busy signal to caller)2

Ring (instructs the routing client to play an unanswered ring to caller)3

Post-Query (instructs the routing client to re-enter its call processing plan at a specificpoint)

4

Resource (used internally for special routing client resources, such as a network VRU)5


Field ValuesICR Locks Fields

Not all label types are valid for all routing client types.Note

Logical Interface Controller FieldsThe LogicalControllerType field uses a subset of the values for Event.SystemType listed in the followingtable. The ClientType field indicates the type of peripheral or routing client associated with the controller:

MeaningValue

Avaya DEFINITY ECS, without Expert Agent Selection (EAS)1

1

MCI2

Sprint3

Aspect CallCenter4

Nortel Meridian5

Rockwell Galaxy without priority enhancements (r1.3)

(Not supported)2

6

AT&T GTN7

Generic Network Interface Controller (GenNIC)8

Avaya G29

Rockwell Galaxy (Not supported)10

Rockwell Spectrum (Not supported)11

Avaya DEFINITY ECS, with Expert Agent Selection (EAS)12

Voice Response Unit (VRU)13

British Telecom NIC14

Voice Response Unit (VRU), polled15

INCRP NIC16

Nortel NIC17

DMS 100 (Not supported)18

Siemens Hicom 300 E, 9006 (Not supported)19


Field ValuesLogical Interface Controller Fields

MeaningValue

France Telecom20

Ameritech21

BT INAP NIC22

Siemens ROLM 9751 CBX, 9005 (Not supported)23

ICR Protocol (ICRP) NIC24

Alcatel 4400 (Not supported)25

NEC NEAX 2x0026

ACP 100027

AACC.28

Enterprise Agent29

Call Routing Service Protocol (CRSP) NIC30

Ericsson MD11031

able & Wireless Corp. (CWC) INAP NIC32

Energis INAP NIC33

AUCS INAP NIC34

Concert NIC35

Deutsche Telecom NIC36

CAIN NIC37

Telfort INAP NIC38

BT V2 NIC39

TIM INAP NIC40

Generic PG41

CeM42

1 This value was also formerly used for the AT&T USS network.2 This value is for backwards compatibility with ICM software Release 1.3 only.


Field ValuesLogical Interface Controller Fields

Network Vru TypeThe Type field in the Network Vru Table (see Network_Vru, on page 287) indicates the type of interface thesystem software uses to communicate with the VRU.

InterfaceTypeValues

Normal label type and a correlation ID.1

Normal label type and a DNIS.2

Resource label type and a correlation ID. The routing client can automatically take back thecall from the VRU when the system software returns a destination label.

3

Resource label type and a DNIS.4

Resource label type and either a correlation ID or a DNIS.5

No label, no correlation ID, and no DNIS (call is already at the VRU).6

Similar to Type 3, but the system software automatically instructs the VRU to release the callwhen it sends a destination label to the routing client.

7

Similar to Type 2, but a Type 8 VRU is used when the NAM has a routing client that controlsthe call to the VRU.

8

Queuing for Network VRU controlled by the Unified CCE System PG.9

Simplifies configuration requirements in Unified CVP Comprehensive Model deployments.10

Port StatusThe values for the Port Status field in the Dialer_Port_Real_Time Table (see Dialer_Port_Real_Time, on page223) are listed below:

• 290 = port allocated for future dial

• 300 = port released

• 310 = reservation call started

• 320 = agent reserved

• 330 = customer call started

• 340 = customer has been contacted

• 350 = call transferred to agent

• 360 = customer conversation complete

• 370 = agent completed with call


Field ValuesNetwork Vru Type

Route Call Detail FieldsThis section has values for three fields in the Route_Call_Detail Table (see Route_Call_Detail, on page 348):RequestType, OriginatorType, and TargetType.

The RequestType field indicates the type of route request processed.

MeaningValue

Pre-Routing request1

Blind transfer or network VRU2

Announced transfer orMCI 800 call3

Overflow4

Re-route5

Post-Routing request6

The OriginatorType field indicates where the route request came from.

MeaningValue

Unknown0

Trunk1

Teleset2

Voice ResponseUnit (VRU)3

Trunk Group4

The Route Call Detail Target Type is a numeric value representing the execution result of the routing script.

Following is a list of possible values this field (shown in terms of the value, type, and description):

• 0 = resultNone Call routing ended badly.

• 1= resultDefaultRouteCall routing ended using a default route.

• 2= resultRouteAgentCall routing ended with a route to an agent.

• 3= resultRouteService Call routing ended with a route to a service.

• 4= resultRouteGroup Call routing ended with a route to a skill group.

• 5= resultAnnouncementCall routing ended with an announcement.

• 6= resultBusy Call routing ended in a Busy node.

• 7= resultRing Call routing ended in a Ring node.

• 8= resultNone Call routing ended in a Label node.


Field ValuesRoute Call Detail Fields

• 9= resultNetworkDefault Call routing ended in a Termination node using a network default route

• 10 = resultRouteServiceArray Call routing ended with a route to a service array.

• 11= resultMultipleLabels Call routing ended badly.

• 12 = resultScheduledTarget - Call routing ended in a Scheduled Target node(busy link functionality).

• 13= resultDone Only applicable to an AdminScript that ends with no errors.

• 14= resultAborted Call disconnected.

• 15= = resultReleaseCall Call routing ended with a Release Call node.

• 16= resultQueuedTooLong Call routing exceeded the queue limit.

• 17= resultSendAgent Call routing ended with an Agent to Agent node.

• 18 = resultDynamicLabelCall routing ended with a dynamic label node.

• 19= resultDivertDynamicLabels Call routing ended with a divert-on-busy dynamic label.

• 20= resultQueuedDialogFailure The administrator asked to fail queued calls.

• 21= resultRouteAgentAndGroup Call routing ended with a route to an agent in a specified group.

• 22= resultSendPQ Call routing ended with a route to a Precision Queue.

Object Types: SecuritySeveral tables related to security include an ObjectType field that indicates the type of object to which securityis applied.

MeaningObject TypeValues

Dialed Number2000

Call Type2001

Peripheral2002

Trunk Group2003

Service2004

Skill Group2005

Agent2006

Announcement2007

Translation Route2008

Label2009

Route2010


Field ValuesObject Types: Security


Script Table2011

Business Entity2012

Master Script2013

Enterprise Service2014

Enterprise Skill Group2015

Schedule2016

Schedule Source2017

Agent Desk Settings2018

Agent Team2019

Application Gateway2020

Enterprise Agent Group2021

Network Trunk Group2022

Service Array2023

Device Target (deprecated)2024

Logical Interface Controller2025

User Variable2026

User Formula2027

Schedule Report2028

Network VRU Script2029

Scheduled Target2030

Network VRU2031

Expanded Call Variable2032

Campaign2033

Dialer2034

Import Rule2035

Query Rule2036

System2100


Field ValuesObject Types: Security


Network Interface2101

Peripheral Global2102

Call2103

Network/Peripheral2104

Object Types: User VariableThe ObjectType field in the User Variable Table (see User_Variable, on page 540) takes one of these values:

• 0 = Unknown

• 1 = Service

• 2 = Skill Group

• 3 = Agent

• 4 = Translation Route

• 5 = Agent Administration Group

• 6 = Announcement

• 7 = Call Type

• 8 = Enterprise Service

• 9 = Enterprise Skill Group

• 10 = Region

• 11 = Dialed Number

• 12 = Logical Interface Controller

• 13 = Physical Interface Controller

• 14 = Peripheral

• 15 = Routing Client

• 16 = Trunk Group

• 17 = Route

• 18 = Peripheral Target

• 19 = Label

• 20 = Master Script

• 21 = Script Table


Field ValuesObject Types: User Variable

• 22 = Script Table Column

• 23 = Script

• 24 = Schedule

• 25 = ICR View

• 26 = View Column

• 27 = Network Trunk Group

• 28 = Service Array

• 29 = Application Gateway

• 30 = Device Target (deprecated)

• 31 = User Variable

• 32 = User Formula

• 33 = Network VRU Script

• 34 = Scheduled Target

• 35 = Network VRU

• 36 = Skill Group Member

• 37 = Expanded Call Variable

• 38 = Agent Team

• 39 = Campaign

• 40 = Dialer

• 41 = Import Rule

• 42 = Query Rule

• 43 = Campaign Query Rule

• 44 = Dialer Port Map

• 45 = Message Category

• 46 = Message Destination

• 47 = Response Template

Peripheral Real Time Status FieldThe Status field in the Peripheral Real Time table (see Peripheral_Real_Time, on page 303) can take thesevalues:

The current failure state of the peripheral is indicated by the status code:

• 0 = normal operation. The JTAPI Subsystem must be in service and all other subsystems are in service.


Field ValuesPeripheral Real Time Status Field

• 1 - 31 = failures that do not affect functionality. The JTAPI Subsystem must be in service and some othersubsystems are not in service.

• 32-63 = degraded operation (call routing still possible). The JTAPI Subsystem is in partial service andall other subsystems are in service.

• 64 = no call processing

The JTAPI Subsystem is out of service and all other subsystems are in service.

• 65 - 127 = failures that prevent call routing

The JTAPI Subsystem is out of service and some other subsystems are not in service.

The JTAPI Subsystem reports "in service" if it can process calls and if all the configuration you specifycan be initialized.

It reports "out of service" if it is not configured, if the CTI Manager is down, or if all of its configurationcould not be initialized.

It reports "partial service" if some of its configuration could be initialize but not all of it.

When we are in a range, the Unified IP IVR simply increases the status by one for each subsystem (exceptthe JTAPI subsystem) it finds to not be in service.

These values are dependant upon the peripheral connected to the PIM.

All PIMs use the previously discussed status codes, with the exception of the Avaya and the Unified IPIVR PIMs.

The Unified WIM PIM receives its Status values from the Init event and the Status event.

The VRU PIM receives its status values from the Init Event, the Status Event, and Poll confirmation.

• The Avaya PIM only uses four failure states:

0 = normal operation.

1 = failures that do not affect functionality.

32 = degraded operation (call routing still possible).

64 = failures that prevent call routing.

Reason CodesIn addition to reason codes that you have defined, the Unified CCE system uses predefined Not Ready andLogout reason codes. The following tables describe these predefined Not Ready and Logout reason codes.For more information see the Cisco Unified Contact Center Enterprise Reporting User Guide. Also refer tothe Reason_Code table.

Predefined Not Ready Reason Code

A Finesse supervisor forced an agent state change.999


Field ValuesReason Codes

Predefined Not Ready Reason Code

A CTI OS component failed, causing the agent stateto be displayed as Not Ready. This could be due toclosing the agent desktop application, heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

50002

The agent's state was changed to Not Ready becausethe agent either answered or made a non-ACD call.

50005

The agent did not receive multiple consecutive callsrouted to him/her. The system makes the agent NotReady automatically so that additional calls are notrouted to the agent. By default, the number ofconsecutive calls missed before the agent is made NotReady is 2.

50010

This reason codes applies if an agent logs onto anextension which already has a call or if the agent ison a call when the PG restarts.

51004

The agent's state was changed to Not Ready becausethe call fails when the agent's phone line rings busy.

50041

The agent's state was changed to Not Ready becausethe agent did not answer a call and the call wasredirected to a different agent or skill group.

32767

The agent's state was forcibly changed to Not Readystate to allow Agent to dial from ready state.

32762

The agent's state was changed to Not Ready and theagent was forcibly logged out.

20001 - applicable if you are using the Cisco AgentDesktop

This is the normal logout reason code condition fromNot Ready.


If the agent is not in Not Ready state, a request ismade to place the agent in Not Ready state and thena logout request is made to log the agent out.


This code is reserved.Supervisor Not Ready

DescriptionPredefined Logout Reason Code

The agent reinitialized due to peripheral restart.-1

The PG reset the agent, normally due to a PG failure.-2

An administrator modified the agent's extension whilethe agent was logged in.

-3


Field ValuesReason Codes

DescriptionPredefined Logout Reason Code

A CTI OS component failed, causing the agent stateto be displayed as logged out. This could be due toclosing the agent desktop application, heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

50002

The agent was logged out because the Unified CMreported the agent's device as out of service.

50003

The agent was logged out due to agent inactivity asconfigured in agent desk settings.

50004

For reskilling operations on active agents, the agentwas logged out of the skill group due to a reskillingoperation that removed the skill group assignment tothat agent. This reason code is used in theAgent_Event_Detail record and theAgent_Skill_Group_Logout record to identify theskill group the agent was removed from (due to thereskilling operation).

50020

The agent was logged out because the agent waslogged into dynamic device target that was using thesame dialed number (DN) as the PG static devicetarget.

Device target is deprecated.Note

50030

The mobile agent was logged out because the callfailed.

50040

The mobile agent was logged out because the phoneline disconnectedwhen using nailed connectionmode.

50042

Forces the logout request.20003- applicable if you are using the Cisco AgentDesktop (CAD)

This code is reserved.Supervisor Logout- applicable if you are using theCAD

Service FieldsThe Unified ICM/Unified CCE software can use any of three formulas to calculate the service level for aservice.

The formulas differ in the way they treat calls that were abandoned before the service level threshold expired.

The value of the ServiceLevelType field indicates the type of service level calculation used.

MeaningValue

Use default value from Peripheral record.0


Field ValuesService Fields

MeaningValue

Ignore Abandoned Calls. Remove the abandoned calls from the calculation.1

Abandoned Calls have negative impact. Treat abandoned calls as though they exceeded the servicelevel threshold.

2

Abandoned Calls have positive impact. Treat abandoned calls as though they were answered withinthe service level threshold.

3

Note that regardless of which calculation you choose, the system software always tracks separately the numberof calls abandoned before the threshold expired.

In addition to tracking the service level as calculated by the system software, the historical and real-time tablesalso track the service level as calculated by the peripheral.

In the Peripheral (see Peripheral, on page 294), the PeripheralServiceLevelType field indicates how theperipheral itself calculates the service level. Aspect CallCenter ACDs can calculate service level in severaldifferent ways.

Valid options for Aspect types are:




• 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 associatedperipheral.

If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

Service Real Time: Service Mode Indicator FieldIn the Service_Real_Time Table (see Service_Real_Time, on page 435), the ServiceModeIndicator fieldindicates the current mode of the service.

MeaningValue

Day Service1

Night Service2

Closed with Answer3

ClosedwithNoAnswer4

Transition5

Open6


Field ValuesService Real Time: Service Mode Indicator Field

MeaningValue

Pilot Status Other13

Target Types: Script Cross Reference and Scheduled ReportInput

For the Script Cross Reference table (see Script_Cross_Reference, on page 404) the TargetType field indicatesthe type of object referenced by the script. That is, it indicates the table referenced by theScript_Cross_Reference.ForeignKey field.

For the Scheduled Report Input table (see Schedule_Report_Input, on page 398), the Target Type is a uniqueidentifier for the report input row.

MeaningTarget TypeValues

Unknown0

Service1

Skill Group2

Agent3

Translation Route4

Agent Administration Group5

Announcement6

Call Type7

Enterprise Service8

Enterprise Skill Group9

Region10

Dialed Number11

Logical Interface Controller12

Physical Interface Controller13

Peripheral14

Routing Client15

Trunk Group16

Route17


Field ValuesTarget Types: Script Cross Reference and Scheduled Report Input


Peripheral Target18

Label19

Master Script20

Script Table21

Script Table Column22

Script23

Schedule24

ICR View25

View Column26

Network Trunk Group27

Service Array28

Application Gateway29

Device Target (deprecated)30

User Variable31

User Formula32

Network VRU Script33

Scheduled Target34

Network VRU35

Skill Group Member36

Expanded Call Variable37

Agent Team38

Campaign39

Dialer40

Import Rule41

Query Rule42

Campaign Query Rule43

Dialer Port Map44




Message Category45

Message Destination46

Response Template47

Enterprise Route48

Person49

Media RoutingDomainMember50

Media Routing Domain51

Application Path52

Peripheral MRD53

Script Queue Meters54

Campaign Target Sequence55

Microapp Defaults56

Microapp Currency57

Microapp Locale58

Object Call59

Dialer Skill Group60

ECC Payload61

Call Type Skill Group62

Translation Route Meters63

Attribute64

Precision Queue65

Precision Queue Step66

Precision Queue Term67

Precision Queue Step Member68

Attribute Set69

Attribute Set Member70

Precision Queue Member71




Congestion Control72

Precision Queue Step Meter73

Contact Share Group80

Machine Address81

Machine Host82

Machine Service83

Department84

Contact Share Rule85

Contact Share Queue86

Object Last87

Target types values 74-79 are not used.Note

The Script_Cross_Reference.LocalID field indicates the script object that references the target. TheScript_Cross_Reference.ForeignKey indicates the specific configuration record referenced.

TerminationCallDetail:CallDispositionandCallDispositionFlagFields

The Termination Call Detail Table (see Termination_Call_Detail, on page 506) has two fields that providedetails on why the call was considered handled, abandoned, and so forth.

The Call Disposition field gives the final disposition of call (or how the call terminated).

• 1 = Abandoned in Network

InUnified ICM, indicates the call was abandoned, or dropped, before being terminated at a target device(for instance, an ACD, IVR, Desklink, etc.).

In Unified CCE, indicates that the call was routed to an agent but it never arrived or arrived after thePIM reservation timed-out. (The default timeout is 7 seconds.) An agent will be set to Not Ready if itmisses two consecutive routed calls, Peripheral Call Type will normally be two, and the Call Type IDand Network Target ID will be filled in.

In Outbound Option, this result code indicates customer phone not in service.

• 2 = Abandoned in Local Queue


Field ValuesTermination Call Detail: Call Disposition and CallDispositionFlag Fields

InUnified ICM, indicates the call was abandoned in the ACD queue while queued to an ACD answeringresources (for instance, a skill group, voice port, trunk, etc.)

In Unified CCE. Indicates that VRU Peripheral call was abandoned while in the queue (only for VRULEG call type).

VRU Service Control Queue Reporting has to be enabled.Note

InOutbound Option, this result code indicates an outbound call was abandoned either by the customeror dialer.

• 3 = Abandoned Ring

In Unified ICM, indicates the call was abandoned while ringing at a device. For example, the caller didnot wait for the call to be answered but hung up while the call was ringing.

In Unified CCE, indicates that the caller hung up while phone was ringing at the agent desktop.

• 4 = Abandoned Delay

In Unified ICM, indicates the call was abandoned without having been answered but not while ringingor in a queue. Typically, a call marked Abandoned Delay was delayed due to switch processing. Becauseof the delay, the caller ended up dropping the call before it could be answered.

In Unified CCE, indicates that the destination was not connected when the call terminated. This mightmean that:

• The agent logged out

• The agent picked up the phone and then hung up without dialing digits.

• Route requests were logged on the Cisco Communication Manager PG that were not immediatelyredirected to an agent.

• 5 = Abandoned Interflow

InUnified ICM, indicates an interflow call that dropped before the call could be handled by an answeringresource. Interflow calls are calls between ACDs. Abandoned Interflow is supported only by PIMs thattrack interflow calls. Currently, this includes only the Aspect CallCenter PIM.

Does not apply to Unified CCE.

• 6 = Abandoned Agent Terminal

In Unified ICM, indicates the call was dropped while being held at an agent device. For example, thecaller is connected to an agent; the agent puts the caller on hold; the caller gets tired of waiting and hangsup.

InUnified CCE, indicates that the caller hung up while on hold on the Unified CM PG, which generallyindicates a training issue for the agent. On the VRU PG with Service Control Queue reporting checked,this normally indicates caller abandoned..

• 7 = Short

In Unified ICM, indicates the call was abandoned before reaching the abandoned call wait time. Shortcalls are technically abandoned calls, but they are not counted in the Unified ICMCallsAbandoned counts



for the associated service/route. Short calls are, however, counted as offered calls in the CallsOfferedand ShortCall counts.

When the short call abandon timer is configured, single step transfers (localtransfers), being blind transfers by definition, have a Call Disposition of 7 (shortcall abandon) and a Peripheral Call Type of 4 (transfer)

Note

Also applies toUnified CCE. In addition, route requests would be counted as short calls if so configured.

• 8 = Busy

Not used in Unified ICM.


In Outbound Option, this result code indicates an outbound call resulted in a busy signal.

• 9 = Forced Busy

The call was made busy by the ACD because there were no answering resources available to handle thecall. Currently, only the Avaya Aura PIM supports Forced Busy.


• 10 = Disconnect/drop no answer

Only the Meridian PIMs support the disconnect/drop no answer call disposition. For the Meridian ACD,disconnect/drop no answer indicates that the ACD performed a "forced disconnect" .Disconnect/drop noanswer calls are counted as either abandoned or short calls in the system software's service and routetables.

In Unified CCE, indicates that an agent-initiated call was not answered. (If agent picked up the phonebut did not dial any digits, the CallDisposition would be 4, Abandoned Delay.)

• 11 = Disconnect/drop busy


• 12 = Disconnect/drop reorder


• 13 = Disconnect/drop handled primary route

InUnified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred.These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables.

In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PGand handled without a transfer or conference. This call disposition is also used for non-routed callshandled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by theVRU. However, it does not indicate if the caller abandoned or disconnected the call after the call washandled by the VRU.

Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detailrecords will indicate the cause. Additionally, you can verify if the ServiceLevelAband andServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fieldsindicate that the caller abandoned the call when the call was at the VRU.



• 14 = Disconnect/drop handled other InUnified ICM andUnified CCE, indicates the call was handledby a non-agent or unmonitored device (for example, a voice mail system). These calls are counted ashandled calls in Unified ICM schema's service, route, and skill group tables.

• 15 = Redirected / Rejected

In Unified ICM, this indicates the call was redirected such that the PIM no longer can receive eventsfor the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example,the call might have been redirected to a non-Unified ICM monitored device and then returned to theswitch with a different call ID. The Unified ICM generates the Termination Call Detail record with onlythe data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls inthe Unified ICM service and route tables.

In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) insteadof 4 (Abandon Delay) when:

• A call leaves a CTI route point to be sent to an IVR.

• An agent transfers the call to another skillgroup and no agent is available, so the call is sent to anIVR.

• 16 = Cut Through

Not currently used.

• 17 = Intraflow

Not currently used.

• 18 = Interflow

Not currently used.

• 19 = Ring No Answer

Not currently used in Unified ICM.

In Unified CCE, this indicates the call wasn't answered by the agent within the Ring No Answer Time(set in the agent desktop setting in Unified ICM Configuration) or that the call was pulled back becauseof no answer as a result of CVP's RNA timeout expiring.

In Outbound Option, this result code indicates an outbound call was not answered in the alloted time.

• 20 = Intercept reorder


In Outbound Option, this result code indicates the Dialer did not receive a ring back from the ACD onthe network.

• 21 = Intercept denial


In Outbound Option, this result code indicates the customer call was intercepted by the operator.

• 22 = Time Out

Supported only by the Avaya ACD Manager PIM. Time out indicates that for an unknown reason thePIM is no longer receiving events for the call. The Time Out call disposition provides a way to "clean



up" the call since events for the call can no longer be monitored. Time out calls are counted asTerminatedOther in the Unified ICM service and route tables.


In Outbound Option, this result code indicates the Dialer is unable to detect a dial tone.

• 23 = Voice Energy


In Unified CCE, this indicates the outbound call was picked up by a person or an answering machine.

In Outbound Option, this result code indicates the outbound call was picked up by a person.

• 24 = Non-classified Energy Detected


In Outbound Option, this result code indicates the outbound call reached a FAX machine.

• 25 = No Cut Through

Not currently used.

• 26 = U-Abort

In the Unified ICM, this indicates the call ended abnormally.

In Unified CCE, the Unified CM indicated the call ended due to one of the following reasons: networkcongestion, network not obtainable, or resource not available. Such reasons may be due to errors in mediaset up.

InOutboundOption, this result code indicates the outbound call was stopped before the customer pickedup.

• 27 = Failed Software

In Unified ICM, either the PIM detected an error condition or an event did not occur for a call for anextended period of time. For example, an inbound call with Call ID 1 and associated with Trunk 1 mightbe marked failed if the PIM received a different call ID associated with Trunk 1. This would indicate amissing Disconnect event for Call ID 1.

If no events are being tracked for the call, the call is eventually timed out. The failed call is marked as aForced Closed call in the Unified ICM Service and Route tables.

In Unified CCE, generally indicates that Unified CM PG terminated the call because it had exceededthe time allowed for this state. (The default is 1 hour in the NULL state when agent has been removed,and 8 hours in the connected state. The value is configurable.)

• 28 = Blind Transfer

In the Unified ICM, a transfer scenario involves a primary call and a secondary call. If the secondarycall is transferred to a queue or another non-connected device, then the primary call (the one beingtransferred) is set to Blind Transfer.

In Unified CCE (Unified CM PG), this indicates that the call was transferred before the destinationanswered. For Unified ICM (VRU PG), this indicates that the IVR indicated the call was successfullyredirected.

• 29 = Announced Transfer



In Unified ICM andUnified CCE, a transfer scenario involves a primary call and a secondary call. Ifthe secondary call is connected to another answering device, or is put on hold at the device, then theprimary call (the call being transferred) is marked as Announced Transfer.

• 30 = Conferenced

InUnified ICM andUnified CCE, the call was terminated (dropped out of the conference). Conferencetime is tracked in the system software's Skill Group tables for the skill group that initiated the conference.

• 31 = Duplicate Transfer


• 32 = Unmonitored Device

Not currently used.

• 33 = Answering Machine

InUnified ICM, this indicates the call was answered by an answeringmachine. Does not apply toUnifiedCCE.

In Outbound Option, indicates the call was picked up by an answering machine.

• 34 = Network Blind Transfer

In Unified ICM, indicates the call was transferred by the network to a different peripheral. Does notapply to Unified CCE unless there is an ISN installation.

• 35 = Task Abandoned in Router

The NewTask dialogue associated with the task was terminated before the Router could send aDoThisWithTask message to the application instance that issued the NewTask.

• 36 = Task Abandoned Before Offered

A task is abandoned before offered if the Start Task Timeout period for the task's "pre-call" messageexpired before the Agent PG received a Start or Offer Task message for the task.

• 37 = Task Abandoned While Offered

This disposition is only defined for multi-session chat tasks. A task is given this disposition if an agentwho is working on one chat session is assigned another chat session, and the customer involved in thenew chat session hangs up before the agent begins chatting with him.

• 38 = Normal End Task

The task was handled by an agent.

Only applies to non-voice tasks.

• 39 = Can't Obtain Task ID

When an application sends the system software an Offer Application Task or Start Application Taskrequest, it waits for the Unified ICM to send a response containing that Task ID that Unified ICM hasassigned to the task. If OPC is unable to obtain a task ID from the Router (because the Router is down,or the network connection between OPC and the Router is down), OPC will terminate the task withdisposition 39 "Can't Obtain Task ID".

• 40 = Agent Logged Out During Task

The agent logged out of an MRD without terminating the task.



Not currently used.

• 41 = Maximum Task Lifetime Exceeded

The system software did not receive an End Task message for this task within the maximum task lifetimeof the MRD with which the task is associated.

• 42 = Application Path Went Down

The Task Life timed out while the system software was attempting to communicate with the applicationinstance associated with the task. (This might have occurred either because the application instance wasdown, or the network connection between Unified ICM and the application instance was down.)

• 43 = Unified ICM Routing Complete

Not currently used.

• 44 = Unified ICM Routing Disabled

Not currently used.

• 45 = Application Invalid MRD ID

Not currently used.

• 46 = Application Invalid Dialog ID

Not currently used.

• 47 = Application Duplicate Dialogue ID

Not currently used.

• 48 = Application Invalid Invoke ID

Not currently used.

• 49 = Application Invalid Script Selector

Not currently used.

• 50 = Application Terminate Dialogue

Not currently used.

• 51 = Task Ended During Application Init

The application instance notified the system software that a task that existed prior to the loss of connectionwas not initialized by the application once connection was restored.

• 52 = Called Party Disconnected.

CD 52 expected when called party disconnects, with CVP being the routing client.

• 53 = Partial call

This code simplifies the process of distinguishing interim from final TCD records at reporting or extracttime.

Records that contain this CallDisposition code are considered interim records.

OPCwill be changed to set a new "PartialCall" EventCause when it receives a GEO_NewTransaction_Indmessage from any PIM, and OPC's EventCauseToDisposition() needs to translate that EventCause tothe new "PartialCall" CallDisposition.



• 54 = Drop Network Consult

A Network Consult was established, and the agent then reconnected.

The consult leg would have this disposition for a successful single step transfer.Note

• 55 = Network Consult Transfer

The Network Consult was established, and then the transfer was completed.

• 57 = Abandon Network Consult

The Network Consult was never established (ringing, but not answered), and the agent gives up andreconnects.

This disposition will also be reported on a consult leg for a successful networkconsult transfer.

Note

• 58 = Router Requery Before Answer

Router Received a Requery Event from CVP before the Agent PG indicated the call was answered byan agent.

• 59 = Router Requery After Answer

Router Received a Requery Event from CVP after the Agent PG indicated the call was answered by anagent.

• 60 = Network Error

Router received a Network Error for a call targeting an agent before the call arrived to the agent.

• 61 = Network Error Before Answer

Router Received a Network Error Event from CVP before the Agent PG indicated the call was answeredby an agent.

• 62 = Network Error After Answer

Router Received a Network Error Event from CVP after the Agent PG indicated the call was answeredby an agent.

The CallDispositionFlag field provides detail on the call disposition.

Flags are:

• DBCDF_HANDLED = 1

• DBCDF_ABANDONED = 2

• DBCDF_SHORT = 3

• DBCDF_ERROR = 4

• DBCDF_REDIRECTED = 5



• DBCDF_REQUERY = 6

• DBCDF_INCOMPLETE = 7

Termination Call Detail: Peripheral Call TypeThe PeripheralCallType field in the Termination Call Detail Table (see Termination_Call_Detail, on page506) offers information about the type of the call as reported by the peripheral.

Valid settings for this field are:

• 1 = ACD In

In Unified ICM (VRU PG), all calls are of this type.

In Unified CCE (Unified CM PG), generally indicates that this is a post-route request.

• 2 = Pre-Route ACD In

InUnifiedCCE, indicates call was routed to this destination so the Unified CMPG has routing informationto associate with the call (router call key, call context).

• 3 = Pre-Route Direct Agent


• 4 = Transfer In

In Unified CCE, indicates the call was transferred from another agent or device. The name value ismisleading because it is used for calls transferred in or out.

• 5 = Overflow In


• 6 = Other In

InUnified CCE, used for inbound calls that do not have route information/call context associated. Appliesto a call coming from an agent from the same peripheral.

• 7 = Auto Out

In Outbound option, indicates a Predictive /Progressive customer call.

• 8 = Agent Out


• 9 = Out

In Unified CCE, indicates call was placed outside the Unified CM cluster or that a network reachedevent was received.

• 10 = Agent Inside

• 11 = Offered


• 12 = Consult


Field ValuesTermination Call Detail: Peripheral Call Type

• 13 = Consult Offered

• 14 = Consult Conference


• 15 = Conference , Supervisor Barge In

Supervisor Barge In is specified as returning a PeripheralCallType of 23, butcurrently returns 15, Conference, in the Termination Call Detail Table.

Note

• 16 = Unmonitored


• 17 = Preview

In Outbound Option indicates a Preview/Callback customer call.

• 18 = Reserved

In Outbound Option indicates a Reservation call.

• 19 = Supervisor Assist

• 20 = Emergency Call

• 21 = Supervisor Monitor

• 22 = Supervisor Whisper


• Supervisor Barge In

Supervisor Barge In is specified as returning a PeripheralCallType of 23, butcurrently returns 15, Conference, in the Termination Call Detail Table.

Note

• 24 = Supervisor Intercept

• 25 = Route by Unified ICM


• 26 = Task Started by Application Instance

Call type for nonvoice tasks started by an agent or application.

• 27 = Reservation Preview

Call type for Outbound Option Reservation calls for Preview mode.

• 28 = Reservation Preview Direct

Call type for Outbound Option Reservation calls for Direct Preview mode.

• 29 = Reservation Predictive



Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode.

• 30 = Reservation Callback

Call type for Outbound Option Reservation calls for Callback calls.

• 31 = Reservation Personal Callback

Call type for Outbound Option Reservation calls for Personal Callback calls.

• 32 = Customer Preview

Call type for Outbound Option Customer calls for Preview mode.

• 33 = Customer Preview Direct

Call type for Outbound Option Customer calls for Direct Preview mode.

• 34 = Customer Predictive

Call type forOutboundOptionCustomer calls for Predictivemode and Progressivemode for agent-basedcampaigns.

• 35 = Customer Callback

Call type for Outbound Option Customer calls for callback calls.

• 36 = Customer Personal Callback

Call type for Outbound Option Customer calls for personal callback calls.

• 37 = Customer IVR

Call type for Outbound Option Customer calls for Transfer to IVR campaigns.

• 38 = Non-ACD Call

Call type forMulti-Line Agent. Agent placed or received a call on a secondary extension. In an agentto agent call that includes both an ACD line and a non-ACD line, the ACD line attributes take precedence.

• 39 = Play Agent Greeting

Route request to play an Agent Greeting.

• 40 = Record Agent Greeting

Agent call for recording an Agent Greeting.

• 41 = Voice Callback

Agent call for outbound Voice Callback.

• 42 = Switch Leg

Switch Leg for VRU Peripheral call.

Identifies the switch leg of the call at CVP, deployed as a Type 10 VRU.Note

• 43 = VRU Leg

VRU Leg for VRU Peripheral call.



Identifies the VRU leg of the call at CVP, deployed as a Type 10 VRU. (This isonly classified as VRU leg, if Queue Reporting has been enabled for thecorresponding VRU PG, using Peripheral Gateway Setup). If enabled, callsabandoned in queue will have an Abandoned call disposition for the VRU leg ofthe call, instead of a Handled call disposition, which helps in identifying individualcalls that were abandoned while being queued at CVP. The abandoned calldisposition is restricted to only queued calls, and not to Self-service calls.

Note

Trunk TypeThe Type field in the Trunk Table (see Trunk, on page 527) allows these values to indicate the type of trunk:

• 1 = Local C.O.

• 2 = Foreign Exchange

• 3 = WATS

• 4 = DID/DNIS

• 5 = PRI

• 6 = Tie Line

• 7 = Interflow


Field ValuesTrunk Type

C H A P T E R 5Database Rules

• Blended Agent Tables (Outbound Option), on page 617• Contact Sharing Tables, on page 619• Device Tables, on page 619• Enterprise Tables, on page 620• Media Routing Tables, on page 620• Route Tables, on page 621• Schedule Tables, on page 622• Script Tables, on page 622• Security Tables, on page 623• Skill Target Tables, on page 624• System Tables, on page 625• User Preferences Tables, on page 625• VRU Micro-applications Tables, on page 626

Blended Agent Tables (Outbound Option)To see a list and an illustration of the Blended Options tables, see Blended Agent (Outbound Option), on page551.

With the optional Outbound Option feature, you can configure a contact center for automated inbound andoutbound calling activities.

The Blended Agent Options (see Blended_Agent_Options, on page 90) contains all options that are globalto a Blended Agent deployment, such as time parameters for calling a contact.

Campaign and Query Rules

A campaign delivers outgoing calls to agents for a specific purpose or goal. The goal might be to send aparticular message (for example, to invite current clients to take advantage of a new service) or make aparticular query (for example, to inquire about an account).

A query rule is a SQL filter function that selects contact records and associates those records with a campaign.Contact records are selected from import lists you provide to the Blended Agent software.

The Campaign (see Campaign, on page 143) contains information for all the campaigns defined in a OutboundOption implementation. (There is a single row for every configured campaign.)


The Campaign Half Hour (see Campaign_Half_Hour, on page 152) provides historical reporting for campaignattributes.

The Campaign Query Rule (see Campaign_Query_Rule, on page 153) is a cross-reference table between theCampaign table and the Query Rule Table.

The Campaign Skill Group (see Campaign_Skill_Group, on page 171) is a cross-reference table betweenCampaign table and the Skill Groups table. It defines the association between skill groups and campaigns.

The Campaign Target Sequence (see Campaign_Target_Sequence, on page 173) contains the target type andsequence with which numbers are dialed within a campaign.

The Campaign Query Rule Real Time (see Campaign_Query_Rule_Real_Time, on page 162) and CampaignQuery Rule Half Hour (see Campaign_Query_Rule_Half_Hour, on page 155) provide statistics on particularCampaign-Query Rule combinations.

The Query Rule Clause (see Query_Rule_Clause, on page 332) contains the SQL rules associated with eachquery rule. There is a single row for each configured query rule.

The Query Rule (see Query_Rule, on page 330) is a cross-reference table between Query Rule Clause tableand the Import Rule table.

Import Rules

An import rule defines howBlendedAgent imports data from an import list into a contact table. The informationin the contact table can then be used to build a dialing list.

An import list is a raw set of customer contacts (in text file format) that can be imported into a contact tableand used to build a dialing list. The import list may also be referred to as an import file or a contact file. Theimport list is associated with a particular campaign and query rule.

The Import Rule (see Import_Rule, on page 255) contains a list of all the import rules and their associatedimport lists.

The Import Rule Real Time (see Import_Rule_Real_Time, on page 262) and the Import Rule History (seeImport_Rule_History, on page 260) contain statistics on the Outbound Option imports and the success rate ofthe imports.

The Import Rule Clause (see Import_Rule_Clause, on page 259) defines the portions of an import list to beimported by the Blended Agent Import Rule process.

Dialers

The dialer is is used in Outbound Option to define the relationship between skill groups, the ACDs to whichthey are connected, and the ports on a dialer board. The settings you assign to the dialer control how it handlesdialing from your location and how it responds to answering machines or human voices. Several databasetables control dialer configuration and record statistics.

The Dialer (see Dialer, on page 205) contains configuration information for each dialer in a Outbound Optionimplementation.

The Dialer Port Map (see Dialer_Port_Map, on page 222) maps port numbers on the dialer to the ports on theACD, and identifies the ACD stations and their mapping to dialer ports.

Two reporting tables, Dialer Real Time (see Dialer_Real_Time, on page 224) and Dialer Half Hour (seeDialer_Half_Hour, on page 216) provide statistics for reporting on dialer execution.

Two reporting tables, Dialer Skill Group Real Time (see Dialer_Skill_Group_Real_Time, on page 231) andDialer Skill Group Half Hour (see Dialer_Skill_Group_Half_Hour, on page 228) provide reports on campaignsrunning on a dialer.


Database RulesBlended Agent Tables (Outbound Option)

The Dialer Detail (see Dialer_Detail, on page 209) is a historical table that saves the detailed dialer recordsthat allow enhanced troubleshooting and tracking of dialer attempts, agent-skipped calls, and terminationcodes.

Contact Sharing TablesTo see a list and an illustration of the Contact Sharing tables, see Contact Sharing, on page 553.

A Contact Share Group (see the Contact_Share_Group, on page 189) applies to a group of contact shareprecision queues and/or skill groups.

Each Contact Share Group Member (see the Contact_Share_Group_Member, on page 190) contains one ormore contact share queues.

Each Contact Share Queue (see the Contact_Share_Queue, on page 190) maps to either a skill group or aprecision queue using a TargetQueueID.

A Contact Share Rule (see the Contact_Share_Rule, on page 191) applies for all contact share precision queuesor skill groups within a contact share group.

Device TablesTo see a list and an illustration of the Device tables, see Device, on page 554.

A Logical Interface Controller (see Logical_Interface_Controller, on page 268) is either a Peripheral Gateway(PG) or a Network Interface Controller (NIC) .

Each logical interface controller maps to a Physical Interface Controller (see Physical_Interface_Controller,on page 312). If NICs are duplexed, each NIC in the duplexed pair maps to a separate Physical InterfaceController. A duplexed pair of PGs share a single Physical Interface Controller.

A Routing Client (see Routing_Client, on page 379) is a service, such as AT&T, MCI, or Sprint, or a switchwithin a private network. If a logical interface controller is a NIC, it has one or more associated routing clients.If a logical interface controller is a PG, it may have one or more associated routing clients (if peripheralsmanaged by the PG support Post-Routing)

Each routing client may have one or more associated Dial Number Plans (see Dial_Number_Plan, on page203).

A Peripheral (see Peripheral, on page 294) is an ACD, PBX, or VRU . Each peripheral is associated with aPeripheral Gateway.

Trunks

Each peripheral has one or more Trunk Groups (see Trunk_Group, on page 528). The public telephone networkmay group trunks differently, so each PG may have one or more Network Trunk Groups (seeNetwork_Trunk_Group, on page 282).

Each Trunk Group contains one or more Trunks. Each trunk belongs to one trunk group.

Statistics

At Five-Minute intervals status information is produced for each Routing Client (see Routing_Client, on page379).


Database RulesContact Sharing Tables

Statistics are produced for each Trunk Group in Real-Time, at Five-Minute intervals, and every Half-hour.Statistics are also produced for each Network Trunk Group in Real-Time and at Half-hour intervals.

Each Peripheral can have a Default Route (see Route, on page 346) that is used to account for calls at theperipheral that are not associated with any other route.

Real-time statistics are generated for each Peripheral.

For some peripheral types, you must specify what entities to collect data for by including them in the PeripheralMonitor (see Peripheral_Monitor, on page 301).

Multiple PIM Types

The Unified ICM PG can support multiple device types (for example, ACDs and VRUs). Each device typerequires a separate Peripheral Interface Manager (PIM). In cases where ACD and VRU PIMs are controlledby the same PG, you must specify how VRU ports map to ACD ports or trunks.

Service Level Threshold

The Service Level Threshold (see Service_Level_Threshold, on page 433) contains information on how thesystem software calculates the service level. Each row defines the service level threshold default values fora particular Peripheral-Media Routing Domain pair.

Enterprise TablesTo see an illustration and a list of the Enterprise tables, see Enterprise, on page 557.

Each Route (see Route, on page 346) can belong to one or more Enterprise Routes (see Enterprise_Route, onpage 234).

The Enterprise RouteMember (see Enterprise_Route_Member, on page 235)maps Routes to Enterprise Routes.

Each Skill Group (see Skill_Group, on page 452) can belong to one or more Enterprise Skill Groups (seeEnterprise_Skill_Group, on page 237).

The Enterprise Skill Group Member (see Enterprise_Skill_Group_Member, on page 238) maps Skill Groupsto Enterprise Skill Groups.

Each Service (see Service, on page 413) can belong to one or more Enterprise Services (see Enterprise_Service,on page 235).

The Enterprise Service Member (see Enterprise_Service_Member, on page 236) maps services to enterpriseservices.

Each Peripheral Gateway (PG) can have one or more associated Service Arrays (see Service_Array, on page416).

Each Service Array (see ) Service_Array, on page 416 contains one or more Services (see Service, on page413); but all services in an array must be from peripherals associated with the same PG.

The Service Array Member (see Service_Array_Member, on page 418) maps Services (see Service, on page413) to Service Arrays.

Media Routing TablesTo see an illustration and a list of the Media Routing tables, see Media Routing, on page 559.


Database RulesEnterprise Tables

Application_Instance, on page 81 contains configuration data about external application instances. The datain this table enables the system software to identify application instances and grant them access to theConfiguration Management Service (CMS).

Application_Path, on page 82 defines a path from a registered application instances to a CTI Server.Applications need an interface to CTI Server in order to report logins, agent states, and task messages to thesystem software.

Application_Path_Real_Time, on page 84 provides real-time status and connection data for application paths.

Application_Path_Member, on page 84 defines the Media Routing Domains (MRDs) that use a particularapplication path.

Media Class is a combination or single instance of physical media that are to be treated as a single conceptby Unified ICM/Unified CCE software.

Media_Class, on page 275 defines a type of media class. This table is populated initially with default mediaclasses.

Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a commoncommunication medium.

Media_Routing_Domain, on page 276 describes a single implementation of a media class. For example, amedia 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 orhandle slightly different types of requests.

Route TablesTo see an illustration and a list of all tables in the Route category, see Route, on page 560.

Unified ICM/Unified CCE selects a Route (see Route, on page 346) for each call. The route specifies a servicefor the call and a skill target to handle the call. A skill target is a service, skill group, agent, or translationroute.

The Network Target (see Network_Target, on page 281) specifies a destination for a call. A network targetcan be an Announcement (see Announcement, on page 70), a Peripheral Target (see Peripheral_Target, onpage 307) or a Scheduled Target (see Scheduled_Target, on page 400). A peripheral target is a trunk group onwhich to deliver the call and a DNIS value to send with it. A scheduled target is a destination for which theUnified ICM/Unified CCE knows only the number of scheduled resources and the number of calls in progress.For each scheduled target, the Unified ICM/Unified CCE maintains Scheduled Target Real Time data.

The routing client presents the Unified ICM/Unified CCE with a Dialed Number (see Dialed_Number, onpage 199). A dialed number can be an 800 number such as 800-555-1234, or a string such as "RTE.007." EachDialed Number can have a default route.

A route is associated with one or more Network Targets. The network target has one or more associatedLabels. A label is the string that is passed back to the network to indicate the appropriate target. The DialedNumber Label (see Dialed_Number_Label, on page 201) indicates which labels are valid for each dialednumber (or you can choose to make all labels valid for a routing client valid for all of that routing client'sdialed numbers).

For each route, statistics are produced in Real Time, every Five Minutes, and every Half-hour.


Database RulesRoute Tables

A Route Call Detail (see Route_Call_Detail, on page 348) record is produced immediately after the UnifiedICM/Unified CCE determines a route. This records information about the request and the route determinedby the Unified ICM/Unified CCE.

A Termination Call Detail (see Termination_Call_Detail, on page 506) record is produced at the end of eachcall. Data for this record comes from the Peripheral Gateway . It provides information about how the call washandled at the peripheral. The Route Call Detail and Termination Call Detail are linked by the Day andRouterCallKey fields.

A script may direct a call to a Network VRU (see Network_Vru, on page 287) associated with the routingclient. The script returns a label to the routing client. It may also specify a Network Vru Script (seeNetwork_Vru_Script, on page 289) to be executed by the VRU.

Schedule TablesTo see an illustration and a list of all tables in the Schedule category, see Schedule, on page 563.

With the optional Schedule Import feature, you can import schedules for each agent, skill group, and servicefrom a workforce management system.

Schedule, on page 390 contains one entry for each schedule.

Schedule_Import, on page 392 contains the actual scheduling data for various time periods.Schedule_Import_Real_Time, on page 394 contains the scheduling data that is currently in effect.

Schedule_Source, on page 399 indicates where the data are imported from. Schedule_Map, on page 396 givesthe primary key value for the scheduling data in the source.

ICR_View, on page 252 indicates how the Schedule Import records for a schedule are to be interpreted.

View_Column, on page 542 indicates how to interpret each field in Schedule Import

Import_Schedule, on page 263 defines import processes to be run automatically at specified times.

Import_Log, on page 254 contains information about these import processes.

A schedule may recur daily, weekly, monthly, etc. The Recurring ScheduleMap describes a recurrence patternfor a schedule.

Script TablesTo see an illustration and a list of all tables in the Script category, see Script, on page 564.

The Unified ICM/Unified CCE classifies each incoming call into a Call Type (see Call_Type, on page 98)based on a Dialed Number Map (see Dialed_Number_Map, on page 202). The mapping considers the dialednumber, caller-entered digits, and calling line ID. The calling line ID can be specified as a specific number,a wildcard, or a Region (see Region, on page 337) composed of Prefixes. Each routing client may have aDefault Call Type (see Default_Call_Type, on page 195).

A script is a series of steps executed to determine the best route for a call or to perform periodic administrativeactions. You can create several versions of each script. General information about each script is stored in theMaster Script (seeMaster_Script, on page 273). Specific information about each version is stored in the Script(see Script, on page 402). The binary representation of the script version is stored in the Script Data (seeScript_Data, on page 405) table. Each Script version has a Cross Reference for each database entity that itreferences.


Database RulesSchedule Tables

A Call Type Map (see Call_Type_Map, on page 116) associates one or more routing scripts to the call typebased on a schedule of when each script is active. An Admin Script Schedule Map (seeAdmin_Script_Schedule_Map, on page 14) schedules a periodic administrative script. For each script version,Real Time and Five-Minute data are produced. Also, Real-Time data are produced for each call type.

You can define User Variables (see User_Variable, on page 540) that you can set and reference in scripts.Optionally, you can define Persistent Variables (see Persistent_Variable, on page 308) that retain their valuesbetween script invocations. You can also define custom functions that are stored as User Formulas (seeUser_Formula, on page 534). The expression associated with a custom function is stored in User FormulaEquation (see User_Formula_Equation, on page 535).

With the optional Gateway feature, a script can communicate with an external application. An ApplicationGateway (see Application_Gateway, on page 74) represents such an external application. Each side of theCentral Controller can maintain a separate Connection for each Application Gateway. Unified ICM/UnifiedCCE software also maintains Global default values for Application Gateway connections. Half-hour data areproduced for each Application Gateway.

With the optional Gateway SQL feature, a script can query an external database. The tables that can be accessedare stored in Script Table (see Script, on page 402) and the specific columns in Script Table Column (seeScript_Table_Column, on page 411).

The Script Queue Real Time (see Script_Queue_Real_Time, on page 408) contains data on how tasks areprocessed in a script queue.

Security TablesTo see an illustration and a list of all tables in the Security category, see Security, on page 568.

You might choose to restrict access to some objects in the Unified ICM/Unified CCE database to specificusers, specific groups of users, or to a specific entity (such as a division within a company). The enterpriseconsists of one or more entities. The Business Entity (see Business_Entity, on page 97) defines the entitieswithin an enterprise.

The User Group (see User_Group, on page 536) defines groups of users or individual users who have specificaccess rights. If a row in the User Group table defines a group, each user who is a member of that group isconfigured in the User Group Member (see User_Group_Member, on page 538). Unified ICM/Unified CCEsoftware also uses the Sec Group (see Sec_Group, on page 412) and Sec User (see Sec_User, on page 413) totrack the state of user groups. The User Supervisor Map (see User_Supervisor_Map, on page 539) is used toallow an agent to log in as a Supervisor.

The Feature Control Set (see Feature_Control_Set, on page 243) defines the different feature sets that may beused by different users. One set of features may be mapped to multiple users.

Each individual item for which the Unified ICM/Unified CCE software controls access is an object. TheObject List (see Object_List, on page 292) contains information about these objects. The Ids (see Ids, on page253) contains information about row-level security for objects. The Object Security (see Object_Security, onpage 293) defines the access that specific user groups have for specific objects.

The User Security Control (see User_Security_Control, on page 539) defines the access that specific usershave for specific objects. The possible access levels for each object are defined in the Object Access Xref(see Object_Access_Xref, on page 291). The Unified ICM/Unified CCE software uses the Group SecurityControl as an intermediate table to build User Security Control records.

A category of objects on which access is controlled is a class. The Class List (see Class_List, on page 181)defines these categories. The Class Security (see Class_Security, on page 182) specifies the level of access a


Database RulesSecurity Tables

user group has to a specific class. The access levels that are available for a class are specified in the ClassAccess Xref (see Class_Access_Xref, on page 180).

The ClassID To ObjectType (see ClassID_To_ObjectType, on page 183) defines the mapping of classes toobjects.

Skill Target TablesTo see an illustration and a list of the Skill Target tables, see Skill Target, on page 570.

Peripheral Targets

Each peripheral can have many Services (see Service, on page 413), Agents, Skill Groups, and TranslationRoutes (see Translation_Route, on page 524). These entities are collectively known as Skill Targets (seeSkill_Target, on page 503).

Each agent can be assigned to an team of agents (see Agent_Team, on page 67). Teams are for monitoringpurposes only; they are not used for routing calls. The Agent Team Member (see Agent_Team_Member, onpage 69) maps agents to teams.

The Agent Team Supervisor (see Agent_Team_Supervisor, on page 70) is a configuration table that specifiesthe mapping of supervisors to agent teams.

For agents that are not associated with an ACD, you can define Agent Desk Settings (see Agent_Desk_Settings,on page 20), which specify features available and how the Unified ICM handles certain state changes for anagent.

A Person (see Person, on page 309) record provides primary identification and authentication for all systemusers, including both agents and administrators.

Each service has one or more associated skill groups. Each skill group can be associated with one or moreservice. The Service Member (see Service_Member, on page 434) maps skill groups to services.

Each Skill Group has one or more member agents. Each agent can be associated with one or more skill groups.The Skill Group Member (see Skill_Group_Member, on page 487) maps agents to skill groups.

For some peripherals, a base Skill Group can have multiple related Skill Groups with different priorities.

Statistics

Real-Time statistics are produced for each Agent (see Agent, on page 16), Skill Group (see Skill_Group, onpage 452), Service (see Service, on page 413, and each Skill Group Member (see Skill_Group_Member, onpage 487).

At Five-Minute intervals statistics are produced for each Skill Group (see Skill_Group, on page 452) andService (see Service, on page 413).

Every Half-hour, statistics are produced for each Skill Group (see Skill_Group, on page 452), Service (seeService, on page 413), and Translation Route (see Translation_Route, on page 524).

For each agent, the Unified ICM/Unified CCE software maintains a State Trace, which tracks the states anagent has been in. When an agent logs out, the Unified ICM/Unified CCE software creates an Agent Logoutrecord (see Agent_Logout, on page 33).


Database RulesSkill Target Tables

System TablesTo see an illustration and a list of the System tables, see System, on page 574.

Application_Event, on page 71 contains information about application events generated by the UnifiedICM/Unified CCE software. This is a subset of the events reported in the Event table.

AWControl, on page 89 maintains information about the Admin Workstation and its local database.

Config_Message_Log, on page 185 contains database system information.

Controller_Time, on page 192 contains the current time as kept by the Central Controller.

Event, on page 239 contains information about system events generated by the Unified ICM/Unified CCEsoftware.

ICR_Globals, on page 244 contains some general information about the system.

ICR_Locks, on page 249 contains a row for each database lock currently held.

Logger_Admin, on page 265 maintains information about scheduled administration jobs run on the centraldatabase by the Unified ICM/Unified CCE software.

Logger_Meters, on page 266 contains performance information about the Logger process.

Logger_Type, on page 268 specifies the type of Logger (that is, standard, Customer ICM (CICM)) , or NetworkApplications Manager (NAM) and, if the Logger is a NAM Logger, whether or not the NAM is a slave NAM.

Next_Available_Number, on page 291 identifies the next available unique integer ID value for a specificdatabase table.

Recovery, on page 334 contains internal status about each table in the database.

Region_Info, on page 338 specifies which prefixes and regions are pre-defined by the Unified ICM/UnifiedCCE software.

Rename, on page 346 is an internal table.

Version, on page 542 records the current versions of the Unified ICM/Unified CCE schema installed in thecentral and local databases.

User Preferences TablesTo see an illustration and a list of the User Preferences tables, see User Preferences, on page 576.

Tables in the User Preferences group are used to create custom tool sets and desktop appearances for usersof the system software.

The "Cfg" tables control the desktop settings, or appearance, of Configuration Manager tool, which allowsusers to define desktop settings, and to view, edit, or delete the records of existing desktop settings.

Cfg_Mngr_App_Snapshot_State, on page 174 defines a specific state of the Unified ICM ConfigurationManager that a user has saved. Information from this table is used to reconstruct the Unified ICMConfigurationManager state when the Administration & DataServer is restarted.

Cfg_Mngr_User_Desktop_Snap, on page 176 retains information on the current ConfigurationManager statefor a particular user.


Database RulesSystem Tables

Cfg_Mngr_User_Menu, on page 178 holds information that describes the default and custom menus in usefor each user of the Configuration Manager.

Cfg_Mngr_View, on page 179 holds the information necessary to produce the tree view structure for multipledefault and custom menus within the Unified ICM Configuration Manager.

Cfg_Mngr_User_Settings, on page 178 holds specific Unified ICM Configuration Manager settings for eachuser of the Configuration Manager tool. Each row in this table specifies the personal settings for one user (forexample, whether or not the user want to save the Configuration Manager desktop settings in place whenConfiguration Manager is closed).

Cfg_Mngr_Globals, on page 175 contains a single record that stores version information about the menu systemthat Unified ICM Configuration Manager is currently using.

VRU Micro-applications TablesTo see an illustration and a list of the VRU Micro-Applications tables, see VRU Micro-application, on page577.

Vru_Currency, on page 544 contains a list of currencies supported by VRU micro-applications.

Vru_Defaults, on page 545 contains a single row of data that contains the default values for a particular VRUmicro-application.

Vru_Locale, on page 547 contains a list of locales (a locale is a combination of language and country) supportedby VRU micro-applications.


Database RulesVRU Micro-applications Tables

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