Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2) March 2011 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Table of Contents Preface ...........................................................................................................................................................1 Purpose .....................................................................................................................................................1 Audience ....................................................................................................................................................
Application_Gateway_Half_Hour Table ...............................................................................................65 Application_Instance Table .................................................................................................................66 Application_Path Table.........................................................................................................................67 Application_Path_Member Table............................................................
Enterprise_Skill_Group_Member Table.............................................................................................177 Event Table........................................................................................................................................177 Expanded_Call_Variable Table..........................................................................................................179 Feature_Control_Set Table..................................................................
Peripheral Table.................................................................................................................................250 Peripheral_Default_Route Table........................................................................................................253 Peripheral_Half_Hour Table...............................................................................................................254 Peripheral_Monitor Table............................................................
Service_Array Table...........................................................................................................................328 Service_Array_Member Table............................................................................................................329 Service_Five_Minute Table................................................................................................................330 Service_Half_Hour Table................................................................
Skill Target .............................................................................................................................................456 Agent Detail.......................................................................................................................................458 Service Detail....................................................................................................................................458 Skill Group Detail...................................
VRU Micro-Applications Tables - Database Rules .................................................................................513 6. ICM/IPCC Database Troubleshooting.....................................................................................................515 Glossary .....................................................................................................................................................523 Database Field Name Index ...................................................
List of Figures Figure 1: Columns and Rows.............................................................................................................................................8 Figure 2: Cross Reference.................................................................................................................................................9 Figure 3: Blended Agent Tables.............................................................................................................................
Preface Purpose This manual documents how data are organized in the databases for the Cisco ICM/IPCC software. The databases contain tables. Each table defines a set of columns or fields. Each record or row in the database has one value for each column. This manual describes the tables and their columns. Audience This manual is intended for ICM/IPCC software system managers and supervisors. Understanding the database schema helps you to create your own monitoring screens and reports.
Preface Related Documentation Part/Chapter Title Description Chapter 2 All Tables (page 13) Fully documents each table. Provides field descriptions and indexes. Chapter 3 Major Tables by Group (page 439) Explains major categories (groupings) of tables, arranged logically by their domains and interrelationships. Chapter 4 Field Values (page 465) Explains the coded values used for specific fields within the database.
Preface Product Naming Conventions • Technical Support documentation and tools are accessible from: http://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, refer to Software Release and Support Methodology: ICM/IPCC available at (login required): http://www.cisco.
Preface Obtaining Documentation and Submitting a Service Request Convention Description • Choose Edit > Find. • Click Finish. italic font Italic font is used to indicate the following: • To introduce a new term. Example: A skill group is a collection of agents who share similar skills. • For emphasis. Example: Do not use the numerical naming convention. • A syntax value that the user must replace. Example: IF (condition, true-value, false-value) • A book title.
Preface Documentation Feedback Documentation Feedback You can provide comments about this document by sending email to the following address: mailto:ccbu_docfeedback@cisco.com We appreciate your comments. Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Preface Documentation Feedback Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Chapter 1 Introduction The ICM/IPCC Databases ICM/IPCC software uses two—and in some cases, four—types of databases: • The central database that is part of the Central Controller. • The local database on each distributor Admin Workstation. • The Historical Data Server (HDS) database on a distributor Admin Workstation. • Optionally, the WebView database (usually installed on the Admin Workstation that will be used for reporting).
Chapter 1: Introduction General Concepts as a favorite, that user preference is stored with the report in the WebView database. When you schedule a report job, the report schedule with its parameters are stored in the WebView database. General Concepts This section gives a brief overview of some relational database concepts and some details about how ICM software generates data. Tables, Columns, and Rows A database contains tables of data. A table defines a series of columns or fields.
Chapter 1: Introduction General Concepts However, in this case, a third table, called a cross-reference table, actually links the tables so the relationship is actually one-to-many. For example, Figure 3 shows how the Skill Group Member table acts as a cross-reference table for the Agent and Skill Group tables. Figure 2: Cross Reference The Skill Group Member table contains one record for each member of each skill group. It has one-to-many relationships with both the Agent table and the Skill Group table.
Chapter 1: Introduction General Concepts The combination of FirstName and LastName is an inversion key for the Agent table. While this key value is not necessarily unique, it is a convenient way to locate specific agents. This table lists the types of keys and the codes used for them in the ICM database. Key Type Code Description Primary key PK Consists of one or more fields that have a unique value for each record in the table.
Chapter 1: Introduction Real-time and Historical Data DBFLT4 real NULL A four-byte floating-point value (7-digit precision). DBFLT8 float float An eight-byte floating-point value (15-digit precision). DBSMALLDATE smalldatetime smalldatetime A date and time accurate to the minute. Stored as two unsigned two-byte integers (four bytes total): number of days since January 1, 1900 and minutes since midnight. DBINT int NULL A four-byte integer value between -2,147,483,648 and 2,147,483,647.
Chapter 1: Introduction Real-time and Historical Data The system software updates the real-time tables in the database every ten seconds. Real-timedata includes information about what is happening right now (for example, CallsQNowandExpectedDelay). It also includes summary information: • on a rolling five-minute basis (for example, CallsIncomingTo5 and AvgTalkTimeTo5). Therolling five-minute data employs a "sliding" five-minute window.
Chapter 2 All Tables All Tables in Alphabetical Order This section lists all tables in alphabetical. Unless specifically indicated, fields are applicable to both ICM and IPCC. For information on major tables by group, click here (page 439). Admin_Script_Schedule_Map Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row describes the schedule associated with an administrative script.
Chapter 2: All Tables Admin_Script_Schedule_Map Table Field Name: Description: Data Type: Keys and Null Option: To see values, click here (page 470). DayOfMonth Indicates to which day of month the schedule applies. DBSMALLINT NOT NULL To see values, click here (page 470). DayPosition In conjunction with DayType, the position of a day within a month. DBSMALLINT NOT NULL To see values, click here (page 470). DayType Indicates to which day the schedule applies.
Chapter 2: All Tables Agent Table Field Name: Description: Data Type: Keys and Null Option: • 2 = seconds RecurrenceFreq Specifies how many recurrence intervals occur between successive executions. DBINT NOT NULL SequenceNumber Index for schedules associated with a specific master script. DBINT PK NOT NULL StartDay The day of the month on which the schedule goes into effect (1 through 31). DBSMALLINT NOT NULL StartHour The hour of the day at which the schedule goes into effect.
Chapter 2: All Tables Agent Table • Dialer Detail (page 163) (via PeripheralNumber) • Galaxy Agent Performance (page 185) (via SkillTargetID) • Peripheral (page 250) (via PeripheralID) • Person (page 263) (via PersonID) • Schedule (page 305) (via ScheduleID) • Skill Group Member (page 392) (via SkillTargetID) • Skill Target (page 406) (via SkillTargetID) • Termination Call Detail (page 407)(AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps to Agent.
Chapter 2: All Tables Agent_Desk_Settings Table Field Name: Description: Data Type: Keys and Null Option: • N = No Description Additional information about the agent. DESCRIPTION NULL EnterpriseName An enterprise name for the agent that is unique within the enterprise. You might form the name by combining the agent’s first and last name with the name of the peripheral. VNAME32 IE-4 NOT NULL PeripheralID Foreign key from the Peripheral table.
Chapter 2: All Tables Agent_Desk_Settings Table Table 4: Related Tables for Agent_Desk_Settings Agent (page 15) Peripheral (page 250) (via AgentDeskSettingsID) (via AgentDeskSettingsID) Table 5: Indexes for Admin_Desk_Settings Table index_name index_description index_keys XAK1Agent_Desk_Settings nonclustered, unique, unique key located on PRIMARY EnterpriseName XPKAgent_Desk_Settings on PRIMARY AgentDeskSettingsID Fields in Agent_Desk_Settings Table : Field Name: Description: Data Type: Ke
Chapter 2: All Tables Agent_Desk_Settings Table Field Name: Description: Data Type: Keys and Null Option: • Y = Yes, consider agent available. • N = No, do not consider agent available. ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL DefaultDevicePortAddress Optional value to override the default port address for the agent telephony device. VNAME32 NULL Description Additional information about the desk settings.
Chapter 2: All Tables Agent_Desk_Settings Table Field Name: Description: Data Type: Keys and Null Option: DBCHAR NOT NULL DBCHAR NOT NULL DBCHAR NOT NULL DBCHAR NOT NULL • N = No, agent cannot initiate calls. OutboundAccessOperatorAssisted Indicates whether the agent can initiate operator assisted calls: • Y = Yes, agent can initiate calls. • N = No, agent cannot initiate calls.
Chapter 2: All Tables Agent_Desk_Settings Table Field Name: Description: Data Type: Keys and Null Option: RemoteLoginWithoutDesktop Y or N. DBCHAR NOT NULL If Y, mobile agent is permitted to login without a desktop. This field is not used until Release 7.2. RingNoAnswerDialedNumberID Provides the dialed number identifier for the new re-route destination in case of a ring-no-answer. DBINT NULL RingNoAnswerTime Number of seconds a call may ring at the agent’s station before being redirected.
Chapter 2: All Tables Agent_Distribution Table Field Name: Description: Data Type: Keys and Null Option: DBINT NOT NULL • 2= Not allowed WrapupDataOutgoingMode Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call: • 0= Required • 1 = Optional • 2= Not allowed Agent_Distribution Table This is one of the Peripheral Detail tables in the Device (page 441) category. For database rules, click here (page 504).
Chapter 2: All Tables Agent_Event_Detail Table Field Name: Description: Data Type: Keys and Null Option: DBSMALLINT AK-1, FK NOT NULL • N = No, an agent cannot send data. PeripheralID The peripheral from which agent data is sent. Agent_Event_Detail Table This table is one of the Agent Detail tables in the Skill Target category (page 456). To see database rules for these tables, click here (page 510). This table can become very large.
Chapter 2: All Tables Agent_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NOT NULL NOT_READY: Number of seconds the agent was in the NotReady State with respect to the Media Routing Domain. To compute the time the agent initially went into the NotReady state, subtract the Duration from the DateTime field. Event Event transition that occurred. This value represents the event that is triggered and does not correlate with Agent State values.
Chapter 2: All Tables Agent_Half_Hour Table • Media Routing Domain (page 234) (via MRDomainID) Table 10: Indexes for Agent_Half_Hour Table index_name index_description index_keys XAKIAgentHalfHour nonclustered, unique, unique key located on PRIMARY RecoveryKey XIE1Agent_Half_Hour nonclustered located on PRIMARY DbDateTime XPKAgent_Half_Hour clustered, unique, primary key located on PRIMARY DateTime, SkillTargetID, TimeZone, MRDomainID Fields in Agent_Half_Hour Table : Field Name: Description:
Chapter 2: All Tables Agent_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: MRDomainID Identifies the Media Routing Domain. DBINT PK, FK NOT NULL NotReadyTimeToHalf Total time, in seconds, the agent was in the Not Ready state (a state in which agents are logged on, but are neither involved in any call handling activity, nor available to handle a call) with respect to this Media Routing Domain during the half- hour interval.
Chapter 2: All Tables Agent_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL This field is applicable to IPCC Enterprise. RouterCallsDequeuedToHalf This value is incremented when a call is dequeued from an agent to be routed to another agent in the half-hour interval. This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script.
Chapter 2: All Tables Agent_Logout Table Field Name: Description: Data Type: Keys and Null Option: RouterCallsOfferedToHalf The count of calls routed or queued to the agent in the half-hour interval. DBINT NULL This field is valid only if calls are routed directly to an agent, via either the Queue-to-Agent node or the Send-to-Agent node in the routing script. RouterQueueCallsToHalf Number of calls queued to the agent by the CallRouter during the half-hour interval.
Chapter 2: All Tables Agent_Real_Time Table Fields in Agent_Logout Table: Field Name: Description: Data Type: Keys and Null Option: Extension Foreign key from Translation Route varchar NULL LoginDuration Number of seconds the agent was logged in. DBINT NULL LogoutDateTime Central Controller date and time when the agent logged out. DBDATETIME PK NOT NULL MRDomainID The identifier for the Media Routing Domain associated with the agent logout.
Chapter 2: All Tables Agent_Real_Time Table Local database only. Each row in the table is for an agent/MRD pair currently logged in. For example, if the agent was logged into three (3) MRDs, then the agent will have three (3) rows in the table. Table 13: Related tables for Agent_Real_Time Agent (page 15) (via SkillTargetID) Device Target (page 155) (via NetworkTargetID) Media Routing Domain (page 234) (via MRDomainID) Service (page 325) (ServiceSkillTargetID maps to Service.
Chapter 2: All Tables Agent_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CustomerPhoneNumber The phone number of the caller with whom the agent is speaking. This field is populated when the call is answered by an agent. VTELNO20 NULL This field is applicable to Outbound Option only. DateTime The Central Controller date and time at the start of the interval. DBDATETIME NOT NULL DateTimeLastModeChange The date and time of the agent’s last mode change in this MRD.
Chapter 2: All Tables Agent_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL • 0 = None • 1 = ACD • 2 = Direct Direction Direction of call agent is currently working on: • NULL= None • 0 = None • 1 = In • 2 =Out • 3 = Other Extension Extension the agent is currently working on.
Chapter 2: All Tables Agent_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: 1 = remote phone, call by call 2 = remote phone, nailed connection QueryRuleID The query rule belonging to the campaign identified by the CampaignID. This field is applicable to Outbound Option only. DBINT NULL ReasonCode Code received from the peripheral indicating the reason for the agent’s last state change.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: RouterCallsQueueNow Number of calls currently queued for the agent at the CallRouter. DBINT NULL RouterLongestCallQ The time when the longest call in queue was queued for the agent. DBDATETIME NULL ServiceSkillTargetID Identifies the service for the call the agent is currently working on.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table The software generates an Agent_Skill_Group_Half_Hour records for each skill group member. Table 15: Related Table for Agent_Skill_Group_Half_Hour Skill Group Member (page 392) (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: AgentOutCallsTalkTimeToHalf Total talk time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the half-hour interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. This includes HoldTime associated with the call.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: – - DelayTime – - LocalQTime – - RingTime – - NetworkQTime AutoOutCallsOnHoldTimeToHalf The total number of seconds that AutoOut (predictive) calls were placed on hold by an agent associated with this skill group during the half-hour interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every half hour.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL half-hour interval. AvailTime is included in the calculation of LoggedOnTime. BargeInCallsToHalf During the half-hour interval, the number of calls associated with an agent associated with the skill group barged in on either by the supervisor or by the agent This field is applicable for IPCC Enterprise only.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL This field is applicable for ICM, IPCC Enterprise and Outbound Option. ConferencedInCallsTimeToHalf During the half-hour interval, the number of seconds an agent associated with this skill group was involved in incoming conference calls. Conferenced in calls include both ACD and non-ACD.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ConsultativeCallsToHalf The number of consultative calls an agent associated with this skill group that ended in the half-hour interval. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every half hour. DBINT NULL DateTime The date and time at the start of the half-hour interval.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: InterceptCallsToHalf During the half-hour interval, the number of calls intercepted either by the supervisor or by the agent. DBINT NULL This field is applicable for IPCC Enterprise only. InternalCallsOnHoldTimeToHalf During the half-hour interval, the total number of seconds spent on hold by internal calls an agent associated with this skill group ended.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL • TalkInTimeToHalf • TalkOutTimeToHalf • TalkOtherTimeToHalf • AvailTimeToHalf • NotReadyTimeToHalf • WorkReadyTimeToHalf • WorkNotReadyTimeToHalf • BusyOtherTimeToHalf • ReservedStateTimeToHalf • TalkAutoOutTimeToHalf • TalkPreviewTimeToHalf • TalkReservedTimeToHalf This field is applicable for ICM, IPCC Enterprise and Outbound Option.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL The count of NetConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour. NetConsultativeCallsTimeToHalf During the half-hour interval, the number of seconds agents spent handling a Network consultative call with at least one call on hold.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: PreviewCallsTimeToHalf Total handle time, in seconds, for Outbound Preview calls handled by an agent associated with this skill group that ended during the half-hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: Reserved2 Reserved for future use DBINT NULL Reserved3 Reserved for future use. DBINT NULL Reserved4 Reserved for future use. DBINT NULL Reserved5 Reserved for future use. DBFLT4 NULL ReservedStateTimeToHalf How long an agent is in Reserved state. This is counted using Agent State.
Chapter 2: All Tables Agent_Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: TalkOtherTimeToHalf Number of seconds that an agent in the skill group spent talking on other calls (neither inbound or outbound) during the half-hour interval. DBINT NULL Examples: agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Chapter 2: All Tables Agent_Skill_Group_Logout Table Field Name: Description: Data Type: Keys and Null Option: TransferredOutCallsToHalf Number of calls transferred out by the agent during the half-hour interval. The value is updated at the time the agent completes the transfer of the call. DBINT NULL WhisperCallsToHalf During the half-hour interval, the number of calls coached either by the supervisor or by the agent.
Chapter 2: All Tables Agent_Skill_Group_Real_Time Table Field Name: Description: Data Type: LogoutDateTime Date and time when the agent logged out of the skill group. DBDATETIME PK NOT NULL Keys and Null Option: ReasonCode Reason code returned by the peripheral for the agent logout. DBINT NULL RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record.
Chapter 2: All Tables Agent_State_Trace Table Field Name: Description: Data Type: DateTime The Central Controller date and time at the start of the interval. DBDATETIME NOT NULL Keys and Null Option: DateTimeLastStateChange Date and time of the agent’s last state change. DBDATETIME NULL DateTimeLogin Date and time the agent logged into the skill group.
Chapter 2: All Tables Agent_State_Trace Table • Agent (page 15) (via SkillTargetID) • Media Routing Domain (page 234) (via MRDomainID) Table 21: Indexes for Agent_State_Trace Table index_name index_description index_keys XAK1Agent_State_Trace nonclustered, unique, unique key located on PRIMARY RecoveryKey XPKAgent_State_Trace clustered, unique, primary key located on PRIMARY DateTime, SkillTargetID, TimeZone, MRDomainID Fields in Agent_State_Trace Table: Field Name: Description: Data Type: Keys
Chapter 2: All Tables Agent_State_Trace Table Field Name: Description: Data Type: Keys and Null Option: • 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 • 26 = MAKE_AGENT_READY • 27 = MAKE_AGENT_NOT_READY • 28 = TASK_INIT_REQ • 29 = TASK_INIT_IND • 30 = ROUTER_ASSIGNED_TASK • 31 = PRE_CALL_TIMEOUT ICRCallKey A unique number generated at the PG.
Chapter 2: All Tables Agent_Targeting_Rule Table Field Name: Description: Data Type: Keys and Null Option: SkillGroupSkillTargetID Identifies the skill group the event is associated with. DBINT NULL SkillTargetID Identifies the agent. DBINT PK, FK NOT NULL TimeZone The time zone for the date and time. The value is the offset in minutes from GMT. DBINT PK NOT NULL Agent_Targeting_Rule Table This table is in the Device (page 441) category.
Chapter 2: All Tables Agent_Targeting_Rule Table Field Name: Description: Data Type: Keys and Null Option: Each agent is identified by an ID which is in the PreCall and Connect messages. No label is needed, but the agent's extension is included as the label. (This rule is already in use for non-voice routing.) This rule is implicit for System PG integrations (ARS, IPCC) when the requesting routing client is associated with the same peripheral on which the targeted agent resides.
Chapter 2: All Tables Agent_Targeting_Rule_Member Table Agent_Targeting_Rule_Member Table This table is in the Device (page 441) category. To see database rules for these tables, click here (page 504). The table decribes the routing clients to which an Agent_Targeting_Rule applies.
Chapter 2: All Tables Agent_Team Table Fields in Agent_Targeting_Rule_Range Table: Field Name: Description: Data Type: Keys and Null Option: AgentTargetingRuleRangeID The ID for an extension range associated with a specific Agent Targeting Rule. DBINT PK, NOT NULL AgentTargetingRuleID The ID for a specific Agent Targeting Rule. DBINT NOT NULL LowExtension Defines the low extension the Agent Targeting Rule applies to.
Chapter 2: All Tables Agent_Team_Member Table Fields in Agent_Team Table: Field Name: Description: Data Type: Keys and Null Option: AgentTeamID A unique identifier for the agent team. DBINT PK NOT NULL ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL Description Additional information about the agent team. DESCRIPTION NULL DialedNumberID The dialed number identifier for the agent team.
Chapter 2: All Tables Agent_Team_Supervisor Table Agent_Team_Supervisor Table This table is in the Skill Target category (page 456). To see database rules for these tables, click here (page 510). This table specifies the mapping of supervisors and agent teams. Use ICM Configuration Manager to add or delete Agent_Team_Supervisor records.
Chapter 2: All Tables Application_Event Table Fields in Announcement Table : Field Name: Description: Data Type: Keys and Null Option: AnnouncementType An integer value indicating the type of the announcement. DBSMALLINT NOT NULL ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL Description Additional information about the announcement. DESCRIPTION NULL EnterpriseName An enterprise name for this announcement.
Chapter 2: All Tables Application_Event Table Field Name: Description: Data Type: Keys and Null Option: Dword1 Optional event DWORD. DBINT NULL Dword2 Optional event DWORD. DBINT NULL Dword3 Optional event binary data. DBINT NULL Dword4 Optional event binary data. DBINT NULL Dword5 Optional event binary data. DBINT NULL MessageId Message ID from message compiler. DBINT NOT NULL MessageString Contents of message.
Chapter 2: All Tables Application_Gateway Table Field Name: Description: Data Type: Keys and Null Option: String3 Optional event string. varchar(240) NULL String4 Optional event string. varchar(240) NULL String5 Optional event string. varchar(240) NULL SystemId DMP system ID of the event originator. For a CallRouter or Logger, this value is always 0.
Chapter 2: All Tables Application_Gateway_Connection Table Table 36: Indexes for Application_Gateway Table index_name index_description index_keys XAK1Application_Gateway nonclustered, unique, unique key located on PRIMARY EnterpriseName XIE1Application_Gateway nonclustered located on PRIMARY ICRInstanceID XPKApplication_Gateway clustered, unique, primary key located on PRIMARY ApplicationGatewayID Fields in Application_Gateway Table: Field Name: Description: Data Type: Keys and Null Option:
Chapter 2: All Tables Application_Gateway_Connection Table Each row describes the connection of one side of the CallRouter (side A or side B) to an Application Gateway host. Use ICM Configuration Manager to add, update, and delete Application_Gateway_Connection records.
Chapter 2: All Tables Application_Gateway_Globals Table Field Name: Description: Data Type: Keys and Null Option: HeartbeatRetry Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry. DBINT NULL HeartbeatTimeout Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300.
Chapter 2: All Tables Application_Gateway_Globals Table Contains two rows that define default values for the Application_Gateway_Connection tables. One row defines defaults for external applications (custom gateways) and the other defines defaults for remote ICM software platforms. Use the Application Gateway list tool to modify the Application_Gateway_Globals records.
Chapter 2: All Tables Application_Gateway_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: LateTimeout Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only. DBINT NOT NULL LinkTestThreshold Currently not used. DBINT NOT NULL OpenTimeout Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000.
Chapter 2: All Tables Application_Instance Table Fields in Application_Gateway_Half_Hour Table : Field Name: Description: Data Type: Keys and Null Option: ApplicationGatewayID Identifies the Application Gateway. DBINT PK, FK NOT NULL AvgDelayToHalf The average response time, in milliseconds, for all requests to the Application Gateway during the half-hour interval. DBINT NULL DateTime The Central Controller date and time at the start of the interval.
Chapter 2: All Tables Application_Path Table It contains configuration data about external application instances. The data in this table enables the software to identify application instances and grant them access to the Configuration Management Service (CMS).
Chapter 2: All Tables Application_Path_Member Table It defines a path from a registered application instance to a CTI Server. Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the ICM software. Related Tables Application Instance (page 66) (via ApplicationInstanceID). Application Path Member (page 68) (via ApplicationPathID). Application Path Real Time (page 69) (via ApplicationPathID).
Chapter 2: All Tables Application_Path_Real_Time Table Application Path (page 67) (via ApplicationPathID). Media Routing Domain (page 234) (via MRDomainID). Peripheral (page 250) (via PeripheralID).
Chapter 2: All Tables AWControl Table Field Name: Description: Data Type: Keys and Null Option: • N = no, not on-line. OnLineDateTime The date and time at which the application instance associated with this application path established connection to the CTI Server. DBDATETIME NULL Text1 Application-specific strings. varchar(40) NULL Text2 Application-specific strings. varchar(40) NULL Text3 Application-specific strings. varchar(40) NULL Text4 Application-specific strings.
Chapter 2: All Tables Blended_Agent_Options Table Field Name: Description: Data Type: Keys and Null Option: • 2 = CICM • 3 = Limited AW. ConfigChangedBySystemName The name of the workstation that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed. VNAME32 NULL ConfigChangedByUserName The name of the user that last uploaded configuration or script information to the central database.
Chapter 2: All Tables Bucket_Intervals Table Fields in Blended_Agent_Options Table : Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL DialEndHours The latest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time. DBINT NOT NULL DialEndMinutes The latest valid minute to call a contact. The minutes value is based on the contact’s local time.
Chapter 2: All Tables Business_Entity Table Use the Configuration Manager Bucket Interval List Tool to modify Bucket intervals.
Chapter 2: All Tables Call_Type Table Related tables Enterprise Route (page 173) (via Enterprise Route ID) Enterprise Service (page 175) (via EntityID) Enterprise Skill Group (page 176) (via EntityID) Master Script (page 232) (via Entity ID) Schedule (page 305) (via EntityID) Table 46: Indexes for Business_Entity Table index_name index_description index_keys XAK1Business_Entity nonclustered, unique, unique key located on PRIMARY EntityName XPKBusiness_Entity clustered, unique, primary key located o
Chapter 2: All Tables Call_Type Table Customer Definition (page 153) (via CustomerDefinitionID) Default Call Type (page 154) (via CallTypeID) Dialed Number Map (page 158) (via CallTypeID) ICR Globals (page 209) (Call_Type.CallTypeID maps to ICR_Globals.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelType Default value that indicates how the software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services. DBSMALLINT NULL Call_Type_Half_Hour Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Central database only.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data. AbandInterval2 Number of calls abandoned within interval 2.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL This field is applicable to both ICM and IPCC Enterprise with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: AnsInterval4 Number of calls answered within interval 4. DBINT NULL DBINT NULL This field is applicable to both ICM and IPCC Enterprise with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data. AnsInterval6 Number of calls answered within interval 6.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: CallsQHandledToHalf Number of calls handled in the half-hour interval that were queued in the Router at any time during the life of the call. DBINT NULL This field is applicable to both ICM and IPCC Enterprise with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. Does not include short calls.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL This time is not reset if the CallType changes. Does not include short calls. Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL Calls with mis-configured labels do not use default routing; for example, when a route has not been defined. HandleTimeHalf The total handle time in seconds for handled calls of this call type ending during the half-hour interval. HandleTimeToHalf is the sum of the fields TalkTime, HoldTime and WorkTime from the Termination_Call_Detail record.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: • An incorrect label is configured for a device target. The call is sent to the wrong number, so the agent never receives the call. This is a common new installation problem.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: RouterCallsAbandQToHalf The number of calls to the call type that abandoned in the Router queue during the interval. DBINT NULL DBINT NULL DBINT NULL Does not include short calls. The definition of this field changed in Release 7.0(0) from Calls Abandon in Queue + Calls Abandoned At Agent + Calls Abandoned in VRU to Calls Abandoned in Queue only.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelAbandHalf The total number of calls of this call type abandoned within the service level threshold during the half-hour interval. DBINT NULL DBINT NULL Valid for bothIPCC Enterprise and standard ACDtargets that use translation routes.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data. ServiceLevelCallsOfferedHalf The number of calls of this call type that had service level events during the half-hour interval.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: performed on a call before the call is queued to an agent, the routing script must be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: Does not include short calls. Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Map Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL Note: In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM. Note: In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1.
Chapter 2: All Tables Call_Type_Real_Time Table Fields in Call_Type_Map Table : Field Name: Description: Data Type: Keys and Null Option: CallTypeID Foreign key from the Call Type table. CallTypeID and Item together form a unique key. DBINT PK, FK NOT NULL Description Additional information about the association of this script to this call type. DESCRIPTION NULL Item The position of this schedule entry within the list of entries for this call type.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: AnswerWaitTimeHalf The sum of answer wait time in seconds for all calls of this call type that were answered during the current half-hour interval. DBINT NULL DBINT NULL This field is applicable to both ICM and IPCC Enterprise with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: AnswerWaitTimeToday The sum of answer wait time in seconds for all calls of this call type answered since midnight.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: AvgRouterDelayQTo5 Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue during the rolling fiveminute interval.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL Note: In a NAM/CICM deployment (VRU at NAM), this value is updated for calls that the CICM sends to the VRU. Calls that the NAM itself sends to the VRU update the call type metrics in the NAM. Note: In a NAM/CICM deployment (VRU1 at NAM and VRU2 at CICM), this value is updated for calls that the CICM sends to VRU1.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CallsLeftQTo5 The total number of calls of this call type that left the CallRouter queue during the rolling five-minute interval.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CallsRoutedNonAgentTo5 For IPCC Express, the number of calls that executed a Label node or a Divert Label node in their routing script in the rolling five-minute interval. DBINT NULL DBINT NULL For ICM, the number of calls that executed a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in this five-minute interval.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL This time is not reset if the CallType changes. Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: HandleTimeHalf The total handle time in seconds for all calls of this call type ending during the current half-hour interval. DBINT NULL This field is applicable to both ICM and IPCC Enterprise with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: NetworkDefaultRoutedToHalf Number of calls of this type for which the IXC used default routing during the current half-hour interval. DBINT NULL OverflowOutHalf The number of calls that overflowed to another call type during the current half-hour interval. This field increments when a requalify or call type node is executed in the script.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data. RouterCallsAbandQTo5 Number of calls of this type abandoned in the Router queue during the rolling five-minute interval.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL IPCC child reports will need to also look at the parent ICM reports for network queuing data. RouterQueueWaitTimeHalf Number of seconds calls of this type spent in the CallRouter queue during the current half-hour interval. Note: This count includes only calls that exited the queue during the interval.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: ScriptID The script currently scheduled for the call type. DBINT NULL ServiceLevelAbandHalf The total number of calls of this call type abandoned within the service level threshold during the current half-hour interval.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelAbandToday The number of calls of this call type abandoned within the service level since midnight. DBINT NULL DBINT NULL Note: With the existence of a network VRU, for IPCC and for ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelCallsOfferedHalf The number of calls of this call type that had a service level event during the current half-hour interval. DBINT NULL DBINT NULL Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBFLT4 NULL DBFLT4 NULL change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.
Chapter 2: All Tables Call_Type_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data.
Chapter 2: All Tables Campaign Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would normally only look at the IPCC child reports will need to also look at the parent ICM reports for network queuing data.
Chapter 2: All Tables Campaign Table Dialer Port Real Time (page 171)(via CampaignID) Table 51: Indexes for Campaign Table index_name index_description index_keys XAK1Campaign nonclustered, unique, unique key located on PRIMARY CampaignName XPKCampaign clustered, unique primary key located on PRIMARY CampaignID Fields in Campaign Table : Field Name: Description: Data Type: Keys and Null Option: AbandonCustomerCallback The number of minutes to wait before calling back a customer who abandoned
Chapter 2: All Tables Campaign Table Field Name: Description: Data Type: Keys and Null Option: AnsweringMachineCallback The number of minutes to wait before calling back a previously dialed number that was answered by an answering machine. DBINT NULL BusyRetryEnabled Valid options are: DBCHAR NOT NULL • Y = A busy number should be retried. • N = The next number in the list should be tried.
Chapter 2: All Tables Campaign Table Field Name: Description: Data Type: Keys and Null Option: • Y= Voice detection should be done at the beginning of the initial greeting sound. • N= Enables a faster but less accurate voice/answering machine detection. Enabled Indicates whether a campaign is currently active (Y) or not (N).
Chapter 2: All Tables Campaign Table Field Name: Description: Data Type: Keys and Null Option: HomeEndMinutes Home telephone numbers will not be dialed later than HomeEndHours:HomeEndMinutes. DBINT NOT NULL HomeStartHours Home telephone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes. Hours are in 24-hour format. DBINT NOT NULL HomeStartMinutes Home telephone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes.
Chapter 2: All Tables Campaign Table Field Name: Description: Data Type: Keys and Null Option: NoAnswerRingLimit The number of rings before considering a call as not answered. DBINT NOT NULL PersonalizedCallbackEnabled Valid options are: DBCHAR NOT NULL varchar(5) Null DBCHAR NOT NULL DBCHAR NOT NULL DBSMALLINT NOT NULL • Y = Personalized callback is enabled. • N = Personalized callback is not enabled.
Chapter 2: All Tables Campaign_Query_Rule Table Field Name: Description: Data Type: Keys and Null Option: • N = This stored procedure should not be called. UseGMTFromRegionPrefix Boolean to indicate that customer GMT should be obtained from the Region Prefix table. Replaces the ImportAreaProcDisable registry setting. The default is Y.
Chapter 2: All Tables Campaign_Query_Rule Table Use the Outbound Option Configuration option within ICM Configuration Manager to modify Campaign_Query_Rule records.
Chapter 2: All Tables Campaign_Query_Rule Table Field Name: Description: Data Type: Keys and Null Option: FutureUseVarchar1 Reserved for future use varchar(64) NULL FutureUseVarchar2 Reserved for future use varchar(64) NULL FutureUseVarchar3 Reserved for future use varchar(64) NULL HitRate The percentage of hits (completed/attempted) per campaign considered as a threshold by the predictive algorithm. The percentage value is a whole number between 0 and 100.
Chapter 2: All Tables Campaign_Query_Rule_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: StartMinutes TThe contact will not be dialed earlier than the StartHours:StartMinutes. Time is based on the ICM Central Controller time. DBINT NOT NULL Campaign_Query_Rule_Half_Hour Table This table is in the Blended Agent category (page 439). To see database rules for these tables, click here (page 503). Central database only.
Chapter 2: All Tables Campaign_Query_Rule_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: AnsweringMachineDetectToHalf The number of calls in a half-hour period that detected an answering machine. DBINT NULL BusyDetectToHalf The number of calls in a half-hour period that detected a busy signal. DBINT NULL CallbackCountToHalf The total number of records scheduled for a callback. DBINT NULL CampaignID The campaign to which this query rule belongs.
Chapter 2: All Tables Campaign_Query_Rule_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: can be a network based IVR, or a network based answering service. NoAnswerDetectToHalf The number of calls in a half-hour period that were not answered. DBINT NULL NoDialToneDetectToHalf The number of calls in a half-hour period that did not receive a dial tone.
Chapter 2: All Tables Campaign_Query_Rule_Real_Time Table Campaign_Query_Rule_Real_Time Table This table is in the Blended Agent category (page 439). To see database rules for these tables, click here (page 503). Local database only. Each row provides real-time statistics on a particular Campaign-Query Rule combination. The statistics reflect counters used in the Outbound Option predictive dialing algorithm.
Chapter 2: All Tables Campaign_Query_Rule_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: This field is applicable to Outbound Option only. CancelledDetectCount The number of calls where the dialer cancelled a ringing customer call. DBINT NULL ClosedCount Records customer calls closed for any reason other than reaching a live customer. DBINT NULL CustomerAbandonDetectCount The number of calls where the customer hung-up immediately after picking up the telephone.
Chapter 2: All Tables Campaign_Skill_Group Table Field Name: Description: Data Type: Keys and Null Option: QueryRuleID The query rule belonging to the campaign identified by the CampaignID. DBINT PK, FK NOT NULL This field is applicable to Outbound Option only. SITToneDetectCount The number of calls that detected a Special Information Tone (SIT). DBINT NULL TalkTimeCount The total number of seconds agents spent talking on the telephone since midnight.
Chapter 2: All Tables Campaign_Skill_Group Table Table 55: Indexes for Campaign_Skill_Group Table index_name index_description index_keys XPKTarget_Group clustered, unique, primary key located on PRIMARY CampaignID, SkillTargetID Fields in Campaign_Skill_Group Table : Field Name: Description: Data Type: Keys and Null Option: AbandonedRoutePoint Abandoned Contacts are transferred to this route point, which points to an IVR.
Chapter 2: All Tables Campaign_Target_Sequence Table Field Name: Description: Data Type: Keys and Null Option: FutureUseVarchar2 Reserved for future use varchar(64) NULL FutureUseVarchar3 Reserved for future use varchar(64) NULL IVRPorts Number of ports supported by the IVR for the current skill group (3 digits). DBINT NOT NULL IVRRoutePoint Contacts are transferred to this route point, which points to an IVR.
Chapter 2: All Tables Cfg_Mngr_App_Snapshot_State Table Fields in Campaign_Target_Sequence Table: Field Name: Description: Data Type: Keys and Null Option: CampaignID DBINT PK, FK NOT NULL The campaign to which this target sequence belongs. Foreign key from the Campaign table. This field is applicable to Outbound Option only. ConfigParam Additional configuration parameters.
Chapter 2: All Tables Cfg_Mngr_App_Snapshot_State Table This table defines a specific state of the ICM Configuration Manager user interface that a user has saved. Information from this table is used to reconstruct the state of the ICM Configuration Manager when the Admin Workstation is restarted.
Chapter 2: All Tables Cfg_Mngr_Globals Table Cfg_Mngr_Globals Table This table is part of the User Preferences group (page 462). To see database rules for this table, click here (page 512). This table contains a single record that stores version information about the menu system that ICM Configuration Manager is currently using.
Chapter 2: All Tables Cfg_Mngr_User_Desktop_Snap Table Field Name: Description: Data Type: Keys and Null Option: DBCHAR NOT NULL • Y = (Default) Yes, allow multiple instances to run at once. • N = No, do not allow multiple instances. AutoRetrieve Indicates whether or not the tools should automatically retrieve data when they start: • Y = Yes, automatically retrieve data at startup. • N = (Default) No, do not automatically retrieve data.
Chapter 2: All Tables Cfg_Mngr_User_Menu Table Cfg_Mngr_User_Menu Table This table is part of the User Preferences group (page 462). To see database rules for this table, click here (page 512). This table holds information that describes the default and custom menus in use for each user of the ICM Configuration Manager.
Chapter 2: All Tables Cfg_Mngr_View Table index_name index_description index_keys XPKCfg_Mngr_User_Settings clustered, unique, primary key located on PRIMARY UserSettingsID Fields in Cfg_Mngr_User_Settings Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL LastDesktopSnapShotID Identifier for the last desktop snapshot that the user had opened before closing the Configuration Manager.
Chapter 2: All Tables Class_Access_Xref Table Fields in Cfg_Mngr_View Table: Field Name: Description: Data Type: Keys and Null Option: ApplicationID Identifies the application. DBINT NULL ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL ChildNodeID Identifies the child node in the tree view. DBINT IE-2 NULL MenuID A unique identifier for the menu. DBINT PK, FK NOT NULL NodeID A unique identifier for the node in the tree view.
Chapter 2: All Tables Class_List Table Class_List Table This table is in the Security category (page 455). To see database rules for these tables, click here (page 510). It lists the available classes. The contents of this table are set up when the software is installed and never change.
Chapter 2: All Tables ClassID_To_ObjectType Table Table 65: Indexes for Class_Security Table index_name index_description index_keys XPKClass_Security clustered, unique, primary key located on PRIMARY ClassSecurityID Fields in Class_Security Table: Field Name: Description: Data Type: Keys and Null Option: AccessLevel The access level the user group has for the class. To see values. click here (page 465).
Chapter 2: All Tables Configuration_Limit Table Field Name: Description: Data Type: Keys and Null Option: • 3 = NIC Note: For all other object types, this field is 0. ObjectType DBINT Identifies the type of the object. PK, FK, IE-1 NOT NULL Configuration_Limit Table This table defines safe outer boundaries for ICM Configuration parameters. The default values set for Configuration Limits are the maximum values that have been tested and confirmed by Cisco.
Chapter 2: All Tables Config_Message_Log Table Config_Message_Log Table This table is in the System category (page 460). To see database rules for these tables, click here (page 511). Central database only. A database system table used to store configuration messages.
Chapter 2: All Tables Customer_Definition Table Customer_Definition Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row defines a customer associated with an ICM instance. Use the Customer list tool to create, update, or delete a customer definition.
Chapter 2: All Tables Customer_Options Table Field Name: NetworkTargetID Description: Data Type: Keys and Null Option: Identifies the Network VRU, if any, associated with the customer. DBINT FK, NULL Customer_Options Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row identifies options installed for a specific customer.
Chapter 2: All Tables Device_Target Table Table 71: Indexes for Default_Call_Type Table index_name index_description index_keys XPKDefault_Call_Type clustered, unique, primary key located on PRIMARY RoutingClientID Fields in Default_Call_Type Table: Field Name: Description: Data Type: Keys and Null Option: CallTypeID The call type. DBINT NULL RoutingClientID The routing client. DBSMALLINT NOT NULL Device_Target Table This table is in the Route category (page 447).
Chapter 2: All Tables Dialed_Number Table Field Name: Description: Data Type: Keys and Null Option: Description Additional information about the device target. DESCRIPTION NULL DeviceAddressType Type of address defined in the GlobalAddressfield: 1 = Internet Protocol (IP). DBINT AK-2 NOT NULL DeviceTargetType The type of the target. DBINT NOT NULL Note: Currently only Voice is supported. • 1 = Voice • 2 = FAX • 3 = E- mail EnterpriseName An enterprise name for the target.
Chapter 2: All Tables Dialed_Number Table Label (page 226) (via LabelID) Media Routing Domain (page 234) (via MRDomainID) Route Call Detail (page 278)(via DialedNumberID) Routing Client (page 297) (via RoutingClientID) Table 73: Indexes for Dialed_Number Table index_name index_description index_keys XAK1Dialed_Number nonclustered, unique, unique key located on PRIMARY EnterpriseName XAK2Dialed_Number nonclustered, unique, unique key located on PRIMARY RoutingClientID, DialedNumberString XIE1Diale
Chapter 2: All Tables Dialed_Number_Label Table Field Name: PermitApplicationRouting Description: Data Type: Keys and Null Option: Used to indicate if remote routing by a CTI client (ACMI) is permitted on this dialed number. DBCHAR NOT NULL DBCHAR NOT NULL DBSMALLINT AK-2, FK NOT NULL Default = 'N'. ReservedByIVR Used for queuing on the Simplified IPCC PG only. Stored as 'Y' or 'N'. Default = 'N'. RoutingClientID References the routing client that services this dialed number.
Chapter 2: All Tables Dialed_Number_Map Table Describes the call qualifier values (dialed number, calling line ID, and caller-entered digits) associated with each call type. Use the Call Type Directory dialog of the Script Editor to add, update, and delete Dialed_Number_Map records.
Chapter 2: All Tables Dial_Number_Plan Table Field Name: Description: Data Type: Keys and Null Option: RegionID If ANIWildCardType is 4 (Region), this is the foreign key of the region from the Region table. DBINT FK NULL Dial_Number_Plan Table This is in the Device (page 441) category. For database rules, click here (page 504).
Chapter 2: All Tables Dialer Table Field Name: Description: Data Type: Keys and Null Option: • Y = Yes, issue a Post-Routing request. • N = No, do not issue a Post-Routing request. RoutingClientID Identifies the routing client associated with the dial number plan. DBSMALLINT AK-1, FK NOT NULL WildcardPattern A string the ICM software compares to the dialed number or dial string. The string can contain letters, digits, asterisks (*), and number signs (#).
Chapter 2: All Tables Dialer Table Fields in Dialer Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL ComputerName The network name of the computer hosting the dialer component. varchar(64) AK-2 NOT NULL ConfigParam Additional configuration parameters. varchar(255) NULL Deleted Deleted Flag.
Chapter 2: All Tables Dialer_Detail Table Field Name: Description: Data Type: Keys and Null Option: FutureUseVarchar2 Reserved for future use varchar(64) NULL FutureUseVarchar3 Reserved for future use varchar(64) NULL HangupTime The number of seconds to wait after hanging-up a port on a dialer card before attempting to use the port again. (This option is designed to give the telephone system enough time to sense a hang-up and release the line.
Chapter 2: All Tables Dialer_Detail Table This historical table tracks data on all outbound attempts, including personal callback attempts and preview calls that are skipped by an agent. Note: IPCC and G3 Support: The Dialer_Detail table is supported for IPCC only. Dialer Detail records are not supported for the G3 dialer. Some records might be written to the Dialer_Detail table for older G3 dialers, but the records should not be used.
Chapter 2: All Tables Dialer_Detail Table Field Name: Description: Data Type: Keys and Null Option: CallResult Telephony call result (busy, no answer, etc.) or agent reservation attempt result (Agent Rejected Call, Unable to reserve, etc.). Click here to see the field values that can populate CallResult (page 471). DBINT NULL CallResultDetail Reserved for future use DBINT NULL CallStatusZone1 Current status of the customer record for Zone1.
Chapter 2: All Tables Dialer_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ImportRuleDateTime The Central Controller date/time when the record was imported. DBDATETIME NULL InternalUse1 - InternalUse11 These fields should not be used. DBINT NULL LastName Last name of the contact VARCHAR(50) NULL PeripheralCallKey An identifier for the call that is provided by Call Manager and is unique to the Call Manager cluster.
Chapter 2: All Tables Dialer_Half_Hour Table Contains statistics produced by Blended Agent when a dialing list is executed. Each row provides half-hour statistics for a particular dialer.
Chapter 2: All Tables Dialer_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: CustomerAbandonDetectToHalf The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. DBINT NULL CustomerNotHomeCountToHalf The number of calls that were answered by the wrong party; the customer was not home. DBINT NULL DateTime The ICM Central Controller date and time at the start of the half-hour interval.
Chapter 2: All Tables Dialer_Port_Map Table Field Name: Description: Data Type: Keys and Null Option: RecoveryKey A value used internally by the ICM software to track virtual time. DBFLT8 AK-1 NOT NULL SITToneDetectToHalf The number of calls made during the half-hour interval in which SIT tones were detected. DBINT NULL TimeZone The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT).
Chapter 2: All Tables Dialer_Port_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: FutureUseInt3 Reserved for future use DBINT NULL FutureUseInt4 Reserved for future use DBINT NULL FutureUseInt5 Reserved for future use DBINT NULL FutureUseVarchar1 Reserved for future use varchar(64) NULL FutureUseVarchar2 Reserved for future use varchar(64) NULL FutureUseVarchar3 Reserved for future use varchar(64) NULL PortNumber Identifies the particular dialer port on
Chapter 2: All Tables Dialer_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CampaignID If the port is dialing, this value indicates the campaign from which the contact being dialed was retrieved. DBINT FK NULL DateTime The Central Controller date and time at which each row was saved. DBDATETIME NOT NULL DialerID The dialer to which these statistics refer.
Chapter 2: All Tables Dialer_Real_Time Table Table 82: Indexes for Dialer_Real_Time Table index_name index_description index_keys XPKDialer_Log_Real_Time clustered, unique, primary key located on PRIMARY DialerID Fields in Dialer_Real_Time Table: Field Name: Description: Data Type: Keys and Null Option: AbandonDetectToday The number of calls abandoned by customers since midnight. DBINT NULL AbandonToIVRHalf The number of calls in the current half hour period that had to be abandoned.
Chapter 2: All Tables Enterprise_Route Table Field Name: Description: Data Type: Keys and Null Option: FutureUseInt1 Reserved for future use DBINT NULL FutureUseInt2 Reserved for future use DBINT NULL FutureUseInt3 Reserved for future use DBINT NULL FutureUseInt4 Reserved for future use DBINT NULL FutureUseInt5 Reserved for future use DBINT NULL NetworkAnsMachineDetectHalf The number of calls in the current half hour period that detected a network answering machine.
Chapter 2: All Tables Enterprise_Route_Member Table Business Entity (page 73) (via EntityID) Enterprise Route Member (page 174) (via EnterpriseRouteID) Table 83: Indexes for Enterprise_Route Table index_name index_description index_keys XAK1Enterprise_Route clustered, unique, unique key located on PRIMARY EnterpriseName, EntityID XPKEnterprise_Route nonclustered, unique, primary key EnterpriseRouteID located on PRIMARY Fields in Enterprise_Route Table: Field Name: Description: Data Type: ChangeS
Chapter 2: All Tables Enterprise_Service Table Field Name: Description: Data Type: Keys and Null Option: RouteID Foreign key from the Route table. DBINT PK, FK NOT NULL Enterprise_Service Table This table is one of the Enterprise tables (page 443). For database rules click here (page 506). Each row defines an enterprise-wide service composed of services from different peripherals. Use ICM Configuration Manager to add, update, and delete Enterprise_Service records.
Chapter 2: All Tables Enterprise_Skill_Group Table Related tables Enterprise Service (page 175) (via EnterpriseServiceID) Service (page 325) (via SkillTargetID) Table 86: Indexes for Enterprise_Service_Member Table index_name index_description index_keys XIE1Enterprise_Service_Member nonclustered located on PRIMARY SkillTargetID XPKEnterprise_Service_Members clustered, unique, primary key located on PRIMARY EnterpriseServiceID, SkillTargetID Fields in Enterprise_Service_Member Table: Field Name: D
Chapter 2: All Tables Enterprise_Skill_Group_Member Table Field Name: Description: Data Type: Keys and Null Option: EnterpriseName An enterprise name for this enterprise skill group. This name must be unique among all enterprise skill groups within the business entity. VNAME32 AK-1 NOT NULL EnterpriseSkillGroupID Unique identifier for this enterprise skill group. DBINT PK NOT NULL EntityID If partitioning is enabled, indicates the business entity to which the enterprise skill group belongs.
Chapter 2: All Tables Event Table Table 89: Indexes for Event Table index_name index_description index_keys XIE1Event nonclustered located on PRIMARY CentralControllerFileTime XIE2Event nonclustered located on PRIMARY MessageId XPKEvent clustered, unique, primary key located on PRIMARY RecoveryKey Fields in Event Table: Field Name: Description: Data Type: Keys and Null Option: BinData Optional event binary data. image NULL Category The type of message.
Chapter 2: All Tables Expanded_Call_Variable Table Field Name: Side Description: Data Type: Keys and Null Option: Side of event originator: DBCHAR NOT NULL • A orB = Paired processes • \0 = A non-paired process SourceFileTime File time event was generated (originator’s time). DBDATETIME NOT NULL SourceSystemName Name of the node that generated the event. VNAME32 NULL SourceVirtualTime Virtual time event was generated (originator’s time). DBINT NOT NULL StatusCode Status code value.
Chapter 2: All Tables Expanded_Call_Variable Table Related tables Route Call Variable (page 283) (via ExpandedCallVariableID) Termination Call Variable (page 417) (via ExpandedCallVariableID) Table 90: Indexes forExpanded_Call_Variable Table index_name index_description index_keys XAK1Expanded_Call_Variable nonclustered, unique, unique key located on PRIMARY EnterpriseName XPKExpanded_Call_Variable clustered, unique, primary key located on PRIMARY ExpandedCallVariableID Fields in Expanded_Call_Va
Chapter 2: All Tables Feature_Control_Set Table Field Name: Description: Data Type: Keys and Null Option: MaximumArraySize If the call variable is an array, the maximum number of elements in the array: 1 to 255. DBINT NULL MaximumLength The maximum length of the call variable value: 1 to 210. DBINT NOT NULL Persistent Y or N. Default is N. DBCHAR NOT NULL Specifies whether or not each individual ECC variable is persistent (is written to the historical database with the TCD or RCD record).
Chapter 2: All Tables Galaxy_Agent_Call_Count Table Table 91: Indexes for Feature_Control_Set Table index_name index_description index_keys XAKFeature_Control_Set nonclustered, unique, unique key located on PRIMARY EnterpriseName XPKFeature_Control_Set clustered, unique, primary key located on PRIMARY FeatureSetID Fields in Feature_Control_Set Table: Field Name: Description: Data Type: ChangeStamp This value is incremented when the record is changed in the central database.
Chapter 2: All Tables Galaxy_Agent_IGroup Table Field Name: Description: Data Type: CallCount The number of calls handled by the agent. DBSMALLINT NOT NULL Keys and Null Option: DateTime The date and time at the end of the reporting interval.. DBDATETIME PK NOT NULL PeripheralID The ICM software identifier for the ACD. DBSMALLINT PK, FK NOT NULL PeripheralTimeZone The time zone in which the ACD is located. The value is the offset in minutes from UTC (formerly called GMT).
Chapter 2: All Tables Galaxy_Agent_IGroup Table Fields in Galaxy_Agent_IGroup Table: Field Name: Description: Data Type: Keys and Null Option: AssignedTime Total time, in seconds, that agents were assigned to this I-group. DBINT NOT NULL AvailableTime Total time, in seconds, that agents were in the Available state for the I-group.
Chapter 2: All Tables Galaxy_Agent_Performance Table Field Name: Description: Data Type: Keys and Null Option: RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record. DBFLT8 AK-1 NOT NULL SecondaryCallsHandled Number of external calls, internal gate transfer calls, and internal gate calls connected to a secondary agent position during the interval.
Chapter 2: All Tables Galaxy_Agent_Performance Table Table 94: Indexes for Galaxy_Agent_Performance Table index_name index_description index_keys XAK1Galaxy_Agent_Performance nonclustered, unique, unique key located on PRIMARY RecoveryKey XPKGalaxy_Agent_Performance nonclustered, unique, primary key located on PRIMARY SignInTime, PeripheralID, AgentID, TimeZone Fields in Galaxy_Agent_Performance Table: Field Name: Description: Data Type: Keys and Null Option: ActivityIndicator A yes/no indica
Chapter 2: All Tables Galaxy_Alarm Table Field Name: Description: Data Type: Keys and Null Option: PriGate Gate number of the agent’s primary assignment. DBTINYINT NOT NULL PriTalkTime Total time, in seconds, the agent was connected as a primary assignment to external calls, internal gate transfer calls, overflow/diversion-in calls, or internal gate calls.
Chapter 2: All Tables Galaxy_Alarm Table This table applies to Rockwell Galaxy ACDs only. Each row provides information about a system alarm output by the Call or Reports processor on a Galaxy ACD.
Chapter 2: All Tables Galaxy_DNIS Table Galaxy_DNIS Table This table is in the Galaxy category (page 445). For database rules, click here (page 506). Central database only. This table applies to Rockwell Galaxy ACDs only. Each row provides information about a DNIS configured on a Galaxy ACD.
Chapter 2: All Tables Galaxy_Gate Table Field Name: Description: Data Type: Keys and Null Option: TimeZone The time zone for the Central Controller. The value is the offset in minutes from UTC (formerly called GMT). DBINT PK NOT NULL ValidType Valid options include: DBSMALLINT PK NOT NULL • 0 = Valid DNIS number • 1 = Invalid DNIS number Galaxy_Gate Table This table is in the Galaxy category (page 445). For database rules, click here (page 506). Central database only.
Chapter 2: All Tables Galaxy_Gate Table Field Name: Description: Data Type: Keys and Null Option: CallsTransferredOut Number of external, internal gate transfer, internal gate, or overflow/diversion-in calls that were handed by the gate and then transferred. DBSMALLINT NOT NULL DateTime The Central Controller date and time at the beginning of the reporting interval.
Chapter 2: All Tables Galaxy_Gate Table Field Name: Description: Data Type: Keys and Null Option: OverflowODTalkTime Total time, in seconds, that primary agents for this gate were connected to overflow/diversion-in calls as a secondary assignment. DBINT NOT NULL OverflowTalkTime Total time, in seconds, that primary agents for this gate were connected to external, internal gate transfer, or internal gate calls as a secondary assignment.
Chapter 2: All Tables Galaxy_Gate_Delayed_Call Table Field Name: Description: Data Type: Keys and Null Option: SecondaryAssignedTime Total time, in seconds, that agents had a secondary assignment for this gate. DBINT NOT NULL SecondaryCallWorkTime Total time, in seconds, that secondary agents for this gate spent in wrap-up after external, internal gate transfer, and internal gate calls for this gate.
Chapter 2: All Tables Galaxy_Gate_Delayed_Call Table Peripheral (page 250) (via PeripheralID) Service (page 325) (via SkillTargetID) Table 98: Indexes for Galaxy_Gate_Delayed_Call Table index_name index_description index_keys XAK1Galaxy_Gate_Delayed_Call nonclustered, unique, unique key located on PRIMARY RecoveryKey XPKGalaxy_Gate_Delayed_Call nonclustered, unique, primary key located on PRIMARY DateTime, PeripheralID, GateID, TimeZone Fields in Galaxy_Gate_Delayed_Call Table: Field Name: Descri
Chapter 2: All Tables Galaxy_Gate_Delayed_Call Table Field Name: Description: Data Type: Keys and Null Option: Abandoned120 Number of abandoned calls were abandon time was greater than or equal to 90 seconds, but less than 120 seconds. DBSMALLINT NOT NULL Abandoned180 Number of abandoned calls were abandon time was greater than or equal to 120 seconds, but less than 180 seconds.
Chapter 2: All Tables Galaxy_Overflow Table Field Name: Description: Data Type: Keys and Null Option: Handled120 Number of handled calls were wait time was greater than or equal to 90 seconds, but less than 120 seconds. DBSMALLINT NOT NULL Handled180 Number of handled calls were wait time was greater than or equal to 120 seconds, but less than 180 seconds. DBSMALLINT NOT NULL HandledOver180 Number of handled calls were wait time was greater than or equal to 180 seconds.
Chapter 2: All Tables Galaxy_Overflow Table Table 99: Indexes for Galaxy_Overflow Table index_name index_description index_keys XAK1Galaxy_Overflow nonclustered, unique, unique key located on PRIMARY RecoveryKey XPKGalaxy_Overflow nonclustered, unique, primary key located on PRIMARY DateTime, PeripheralID, GateID, TimeZone Fields in Galaxy_Overflow Table: Field Name: Description: Data Type: AcceptedOnRoute1 Number of internal overflow/diversion-out calls from the gate accepted on route number
Chapter 2: All Tables Galaxy_Overflow Table Field Name: Description: Data Type: AcceptedOnRoute13 Number of internal overflow/diversion-out calls from the gate accepted on route number 13. DBSMALLINT NOT NULL AcceptedOnRoute14 Number of internal overflow/diversion-out calls from the gate accepted on route number 14. DBSMALLINT NOT NULL AcceptedOnRoute15 Number of internal overflow/diversion-out calls from the gate accepted on route number 15.
Chapter 2: All Tables Galaxy_Overflow Table Field Name: Description: Data Type: Keys and Null Option: NetworkOnRoute10 Number of network overflow/diversion-out calls from the gate sent to route number 10. DBSMALLINT NOT NULL NetworkOnRoute11 Number of network overflow/diversion-out calls from the gate sent to route number 11. DBSMALLINT NOT NULL NetworkOnRoute12 Number of network overflow/diversion-out calls from the gate sent to route number 12.
Chapter 2: All Tables Galaxy_PBX Table Field Name: Description: Data Type: Keys and Null Option: RejectedOnRoute6 Number of internal overflow/diversion-out calls from the gate rejected on route number 6. DBSMALLINT NOT NULL RejectedOnRoute7 Number of internal overflow/diversion-out calls from the gate rejected on route number 7. DBSMALLINT NOT NULL RejectedOnRoute8 Number of internal overflow/diversion-out calls from the gate rejected on route number 8.
Chapter 2: All Tables Galaxy_PBX Table Central database only. This table applies to Rockwell Galaxy ACDs only. Each row provides information about a PBX termination configured on a Galaxy ACD.
Chapter 2: All Tables Galaxy_Single_Trunk Table Field Name: Description: Data Type: PickedUpCalls Number of calls that rang at this termination but were intercepted by another phone. DBSMALLINT NOT NULL Keys and Null Option: PortID Galaxy identifier for the phone’s port. DBSMALLINT PK NOT NULL RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record.
Chapter 2: All Tables Galaxy_Transaction_Code Table index_name index_description index_keys XPKGalaxy_Single_Trunk nonclustered, unique, primary key located on PRIMARY DateTime, PeripheralID, PortID, TimeZone Fields in Galaxy_Single_Trunk Table: Field Name: Description: Data Type: BusyTimer Time the trunk became busy (used to calculate busy times). DBSMALLINT NOT NULL DateTime The Central Controller date and time at the beginning of the reporting interval.
Chapter 2: All Tables Galaxy_Trunk_Call_Count Table Central database only. This table applies to Rockwell Galaxy ACDs only. Each row provides information about a transaction on a Galaxy ACD.
Chapter 2: All Tables Galaxy_Trunk_IGroup Table This table applies to Rockwell Galaxy ACDs only. Each row provides call counts for a trunk configured on a Galaxy ACD.
Chapter 2: All Tables Galaxy_Trunk_IGroup Table Central database only. This table applies to Rockwell Galaxy ACDs only. Each row provides information about a trunk information group configured on a Galaxy ACD.
Chapter 2: All Tables Galaxy_Trunk_IGroup Table Field Name: Description: Data Type: Keys and Null Option: InODCallsRejected Number of overflow/diversion-in calls offered on tie-lines in this group, but rejected. DBSMALLINT NOT NULL ISDNCallByCallRejects Number of ISDN calls rejected by this I-group because of call-by-call service limitations. DBSMALLINT NOT NULL ISDNCallsWithAniSid Number of ISDN calls on this I-group for which ANI was received.
Chapter 2: All Tables Group_Security_Control Table Field Name: Description: Data Type: Keys and Null Option: TrunkIdleTime Total time, in seconds, that trunks in the I-group were not busy with in or out calls. DBINT NOT NULL Group_Security_Control Table This table is in the Security category (page 455). To see database rules for these tables, click here (page 510). Each row describes the access members of a group have for a specific object.
Chapter 2: All Tables ICR_Globals Table ICR_Globals Table This table is in the System category (page 460). To see database rules for these tables, click here (page 511). Contains a single record containing general information about the ICM configuration. You can use ICM Configuration Manager to modify some fields of the ICR_Globals records. Related tables Call Type (page 74)(DefaultCallTypeID maps to Call_Type.CallTypeID) Network VRU (page 244) (DefaultNetworkTargetID maps to Network_VRU.
Chapter 2: All Tables ICR_Globals Table Field Name: Description: Data Type: Keys and Null Option: CLIDMaskingMaskCharacter The character to use when masking digits. varchar(1) NULL CLIDMaskingRemoveDigits Valid options are: DBCHAR NULL • Y = Remove digits. • N = = Mask digits. DefaultCallTypeID Identifies a general default call type. This default is used if a call does not map to a specific call type and no default call type is defined for the associated routing client.
Chapter 2: All Tables ICR_Globals Table Field Name: Description: Data Type: Keys and Null Option: Values • 0 – Not Done. Value 0 inserted at database create-time. • 1 – Aborted. • 2 – Done. KeepNScriptVersions Maximum number of script versions to retain for each master script. If the value is 0, all versions are retained. DBSMALLINT NOT NULL LoginCaseUnique Specifies whether or not LoginNames in the Person table are case-sensitive.
Chapter 2: All Tables ICR_Instance Table Field Name: Description: Data Type: Keys and Null Option: • Y = Partitioning is enabled. • N = Partitioning is not enabled. Note: (1) Changing this property will cause ALL person login names in the database to be changed appropriately. (2) It is possible that not all person records can be converted from case sensitive to not case sensitive or the reverse. This can happen if changing the case causes a name conflict with other login names in the system.
Chapter 2: All Tables ICR_Locks Table Field Name: Description: Data Type: Keys and Null Option: ICRInstanceID A unique identifier for the instance. DBINT PK NOT NULL LastUpdateKey Key value this instance received from the NAM with the last configuration update. DBFLT8 NULL NetworkICRInstanceID The Network ICM instance, if any, associated with the instance. DBINT FK, IE-1 NULL Number The number the identifies the instance in ICM Setup.
Chapter 2: All Tables ICR_Node Table Field Name: Description: Data Type: Keys and Null Option: SystemName The system from which the user obtained the lock. VNAME32 NOT NULL UserName The name of the user who holds the lock. varchar(64) NOT NULL ICR_Node Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row represents a real- time distributor associated with an ICM instance.
Chapter 2: All Tables ICR_View Table Field Name: Description: Data Type: Keys and Null Option: Type DBSMALLINT NOT NULL The type of node: • 1 = Primary Distributor • 2 = Backup Distributor ICR_View Table This table is in the Schedule category (page 450). To see database rules, click here (page 508). Each ICR_View describes how the ICM software interprets the data imported for a schedule. The individual columns within the view are described in associated View_Column rows.
Chapter 2: All Tables Ids Table Field Name: Description: Data Type: Keys and Null Option: ViewName The name of the view. VNAME32 NOT NULL ViewType The type of view. DBINT NOT NULL Ids Table This table is in the Security category (page 455). To see database rules for these tables, click here (page 510). Indicates whether a specific object type supports row-level security. For those object types that do support row-level security, the Ids table contains one row for each object of that type.
Chapter 2: All Tables Import_Rule Table Central database only. Contains information about schedule import operations that have been performed. The ICM software automatically creates an Import_Log row each time it imports schedule information. The Primary Key (PK) is nonclustered.
Chapter 2: All Tables Import_Rule Table Query_Rule (page 266) (via ImportRuleID) Import_Rule_Clause (page 221) (via ImportRuleID) Import_Rule_History (page 223) (via ImportRuleID) Import_Rule_Real_Time (page 224) (via ImportRuleID) Table 112: Indexes for Import_Rule Table index_name index_description index_keys XAK1Import_Rule nonclustered, unique, unique key located on PRIMARY ImportRuleName XPKImport_Rule clustered, unique, primary key located on PRIMARY ImportRuleID Fields in Import_Rule Table
Chapter 2: All Tables Import_Rule Table Field Name: Description: Data Type: Keys and Null Option: FixedFormatEnabled Indicates whether file is fixed format DBCHAR NOT NULL DBCHAR NOT NULL • Y = Yes, fixed format • N = Not fixed format (comma-delimited). FridayEnabled Flag that indicates if this import should be performed every Friday: • Y = Perform import every Friday. • N = Do not perform import every Friday.
Chapter 2: All Tables Import_Rule Table Field Name: Description: Data Type: Keys and Null Option: DBCHAR NOT NULL DBCHAR NOT NULL • Y = Import will occur one day per month. • N = Import will occur on a daily/weekly basis. OverwriteEnabled Indicates whether a contact table that already exists should be overwritten: • Y = Yes, overwrite • N = = No, append to. RenameEnabled Valid options include: • Y = The import file must be renamed after it is imported; otherwise, it will be deleted.
Chapter 2: All Tables Import_Rule_Clause Table Field Name: Description: Data Type: Keys and Null Option: SundayEnabled Flag that indicates if this import should be performed every Sunday: DBCHAR NOT NULL DBCHAR NOT NULL DBCHAR NOT NULL DBCHAR NOT NULL • Y = Perform import every Sunday. • N = Do not perform import every Sunday. ThursdayEnabled Flag that indicates if this import should be performed every Thursday: • Y = Perform import every Thursday. • N = Do not perform import every Thursday.
Chapter 2: All Tables Import_Rule_Clause Table Fields in Import_Rule_Clause Table: Field Name: Description: Data Type: Keys and Null Option: DecimalPlaces Indicates how many positions after the decimal point. DBINT NOT NULL FieldName The name of the column within the contact table into which the corresponding field within the import file will be inserted.
Chapter 2: All Tables Import_Rule_History Table Import_Rule_History Table This table is in the Blended Agent category (page 439). To see database rules for these tables, click here (page 503). Central database only. Contains the history of every Blended Agent import and shows how many records succeeded and failed.
Chapter 2: All Tables Import_Rule_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: TimeZone The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT). DBINT PK NOT NULL TotalRecords The total number of records contained in the import file. DBINT NOT NULL Import_Rule_Real_Time Table This table is in the Blended Agent category (page 439). To see database rules for these tables, click here (page 503). Local database only.
Chapter 2: All Tables Import_Schedule Table Field Name: Description: Data Type: Keys and Null Option: ImportRuleID The current active import. DBINT PK, FK NOT NULL Status The real-time import status: 380, Import begin; 385, Import Update; 420, Import End. DBINT NULL TotalRecords A count of all records within an import file. DBINT NULL Import_Schedule Table This table is in the Schedule category (page 450). To see database rules, click here (page 508).
Chapter 2: All Tables Label Table Label Table This table is in the Route category (page 447). To see database rules for these tables, click here (page 441). Defines the label that is sent to the routing client for each Network Target value. Use the ICM Configuration Manager to add, update, and delete Label records.
Chapter 2: All Tables Logger_Admin Table Field Name: Description: Data Type: Keys and Null Option: LabelType The type of the label. For the list of values, click here (page 478). DBSMALLINT NOT NULL NetworkTargetID Foreign key from the Network Target table. Each label maps to one and only one network target. DBINT FK NULL RoutingClientID Identifies the routing client that can receive this label. DBSMALLINT AK-1, FK NOT NULL Logger_Admin Table This table is in the System category (page 460).
Chapter 2: All Tables Logger_Meters Table Field Name: Description: Data Type: Keys and Null Option: RowsPurged For a purge operation, the number of rows purged. DBINT NULL ScheduledAt Date and time the scheduled job executed. DBDATETIME IE-1 NOT NULL StartTime Time at which the operation started. DBDATETIME NULL TableName The name of the database table on which the operation was performed.
Chapter 2: All Tables Logger_Type Table Field Name: Description: Data Type: DateTime Record timestamp (unique). DBSMALLDATE PK NOT NULL Keys and Null Option: EMSMessagesTo5 Number of EMS messages received in the five-minute interval. DBINT NOT NULL FiveMinuteHistoryTo5 Total number of five-minute records written during the five-minute interval. DBINT NOT NULL HalfHourHistoryTo5 Total number of half-hour records written during the five-minute interval.
Chapter 2: All Tables Logical_Interface_Controller Table Field Name: Description: Data Type: Keys and Null Option: • 1 =Standard • 2 = CICM • 3= NAM SlaveNICR Indicates whether or not the NAM is slave to another NAM: DBCHAR NOT NULL • Y = System is a slave NAM • N = System is not a slave NAM. Logical_Interface_Controller Table This table is in the Device (page 441) category. For database rules, click here (page 504).
Chapter 2: All Tables Machine_Info Field Name: Description: Data Type: Keys and Null Option: ClientType The type of client the controller provides the interface for. DBSMALLINT NOT NULL ConfigParam String containing information, such as logon information, specific to the interface controller device. For example: -rtuser UserName -rtpswd Password varchar(255) NULL Deleted Deleted Flag.
Chapter 2: All Tables Master_Script Table index_name index_description index_keys XPKMachine_Info clustered, unique, primary key located on PRIMARY MachineID Fields in Machine_Info: Field Name: Description: Data Type: ChangeStamp The change stamp CHANGESTAMP NOT NULL Description The description DESCRIPTION NULL IsDeploymentMasterAW Indicates whether the machine is the 'Deployment Master' AW.
Chapter 2: All Tables Media_Class Table Table 122: Indexes for Master_Script Table index_name index_description index_keys XAK1Master_Script nonclustered, unique, unique key located on PRIMARY CustomerIdShadow, EntityID, EnterpriseName XPKMaster_Script clustered, unique, primary key located on PRIMARY MasterScriptID Fields in Master_Script Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database.
Chapter 2: All Tables Media_Routing_Domain Table Table 123: Indexes for Media_Class Table index_name index_description index_keys XAK1Media_Class nonclustered, unique, unique key located on PRIMARY EnterpriseName XPKMedia_Class clustered, unique, primary key located on PRIMARY MediaClassID Fields in Media_Class Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database.
Chapter 2: All Tables Media_Routing_Domain Table Media Class (page 233) (via MediaClassID) Application Path Member (page 67)(via MRDomainID) Peripheral Half Hour (page 254) (via MRDomainID Skill Group (page 364) (via MRDomainID) Agent State Trace (page 49) (via MRDomainID) Agent Event Detail (page 23) (via MRDomainID) Agent Half Hour (page 24) (via MRDomainID) Service (page 325) (via MRDomainID) Agent Real Time (page 29) (via MRDomainID) Agent Logout (page 28) (via MRDomainID) Termination Call Det
Chapter 2: All Tables Media_Routing_Domain Table Field Name: Description: Data Type: Keys and Null Option: • Y = Task can be interrupted. • N = Task cannot be interrupted. MaxCallsInQueue The maximum number of calls allowed to be in queue for the selected MRDomainID. Default is NULL. DBINT NULL MaxCallsInQueuePerCallType The maximum number of calls allowed to be in queue for a call type of the selected MRDomainID. Default is NULL.
Chapter 2: All Tables Network_Event_Detail Table Network_Event_Detail Table This table is in the Route category (page 447). To see database rules for these tables, click here (page 441). 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.
Chapter 2: All Tables Network_Target Table Field Name: Description: Data Type: Keys and Null Option: • 4 = Answer • 5 = Abandon • 6 = Disconnect • 7 = Unknown RecoveryDay Currently not used, set to zero (0). DBINT NOT NULL RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record. DBFLT8 AK-1 NOT NULL RouterCallKey Used with RouterCallKeyDay and RouterCallKeySequenceNumber to identify the Route_Call_Detail record.
Chapter 2: All Tables Network_Trunk_Group Table The ICM software automatically maintains the Network_Target table when add or delete an announcement, peripheral target, or scheduled target through ICM Configuration Manager.
Chapter 2: All Tables Network_Trunk_Group_Half_Hour Table Lists the trunk groups understood by the telephone network. A network trunk group may be the same as a trunk group defined at a peripheral or it may be a combination of peripheral trunk groups. Use Configuration Manager to create, update, and delete network trunk groups.
Chapter 2: All Tables Network_Trunk_Group_Half_Hour Table Central database only. Provides statistics for each network trunk group defined in the system. These statistics are updated every 30 minutes. The ICM software generates Network_Trunk_Group_Half_Hour records for each network trunk group.
Chapter 2: All Tables Network_Trunk_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: InUseOutboundTimeToHalf Aggregate number of seconds trunks in the group were in use for outbound calls during the half-hour interval. DBINT NULL NetworkTrunkGroupID Identifies the network trunk group. DBINT PK NOT NULL RecoveryDay Currently not used, set to zero (0).
Chapter 2: All Tables Network_Trunk_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: AllTrunksBusyToday Total number of seconds that all trunks in the network trunk group have been simultaneously busy since midnight. DBINT NULL CallsAbandonedHalf Number of calls to the network trunk group that were abandoned during the current half-hour interval. DBINT NULL CallsAbandonedToday Number of calls to the network trunk group that were abandoned since midnight.
Chapter 2: All Tables Network_Vru Table Field Name: Description: Data Type: Keys and Null Option: InUseOutboundTimeToday Aggregate number of seconds that trunks in the network trunk group have been used for outbound calls since midnight. DBINT NULL NetworkTrunkGroupID Identifies the network trunk group. DBINT PK, FK NOT NULL TrunksIdle Number of trunks currently idle for the network trunk group. DBINT NULL TrunksInService Number of trunks currently in service for the network trunk group.
Chapter 2: All Tables Network_Vru_Bank Table Field Name: Description: Data Type: Keys and Null Option: NetworkTargetID Foreign key from the Network Target table. DBINT PK, FK NOT NULL Type The type of network VRU. Valid options are: 2, 3, 5, 6, 7, and 8. (Types 1 and 4 are not implemented.) DBINT PK, FK NOT NULL To see more on these values, click here (page 480). Network_Vru_Bank Table This table is in the Route category (page 447).
Chapter 2: All Tables Network_Vru_Script Table Network_Vru_Script Table This table is in the Route category (page 447). To see database rules for these tables, click here (page 507). Each row identifies a script used by a network VRU to handle a call. A VRU script is managed by the VRU itself. It is not stored in the ICM database or directly managed by the ICM software. The ICM software can only direct the VRU to run the script. You can configure a VRU script in the ICM Configuration Manager.
Chapter 2: All Tables Next_Available_Number Table Field Name: Description: Data Type: Keys and Null Option: NetworkVruScriptID A unique identifier the ICM software uses for the script.
Chapter 2: All Tables Object_List Table Object List (page 248) (via ObjectType) Table 134: Indexes for Object_Access_Xref Table index_name index_description index_keys XAK1Object_Access_Xref nonclustered, unique, unique key located on PRIMARY AccessLevel, ObjectType XPKObject_Access_Xref clustered, unique, primary key located on PRIMARY ObjectAccessXrefID Fields in Object_Access_Xref Table: Field Name: Description: Data Type: Keys and Null Option: AccessLevel Indicates an access level supporte
Chapter 2: All Tables Object_Security Table Field Name: Description: Data Type: Keys and Null Option: ObjectType DBINT PK NOT NULL A unique identifier for the object type. Object_Security Table This table is in the Security category (page 455). To see database rules for these tables, click here (page 510). Specifies the access level each user or group has to individual objects. The Primary Key (PK) is nonclustered. The AlternateKey (AK) is clustered.
Chapter 2: All Tables Peripheral Table Peripheral Table This table is one of the Peripheral tables in the Device category (page 441). To see database rules for these tables, click here (page 504). Each row corresponds to an ACD or PBX at a call center. Use the PG Explorer to add, update, and delete Peripheral records.
Chapter 2: All Tables Peripheral Table Table 137: Indexes for Peripheral Table index_name index_description index_keys XAK1Peripheral nonclustered, unique, unique key located on PRIMARY EnterpriseName XIE1Peripheral nonclustered located on PRIMARY PeripheralName XIE2Peripheral nonclustered located on PRIMARY LogicalControllerID XIE3Peripheral nonclustered located on PRIMARY AgentDeskSettingsID XPKPeripheral clustered, unique, primary key located on PRIMARY PeripheralID Fields in Peripheral
Chapter 2: All Tables Peripheral Table Field Name: Description: Data Type: Keys and Null Option: then choose to factor out short calls from handle times you calculate. AvailableHoldoffDelay Default value of the AvailableHoldoffDelay field for Skill Groups associated with this peripheral. You can override the default for individual skill groups. DBSMALLINT NOT NULL CallControlVariableMap String containing the mapping between the peripheral’s call control variables and ICM software variables.
Chapter 2: All Tables Peripheral_Default_Route Table Field Name: Description: Data Type: Keys and Null Option: PeripheralID A unique identifier for this peripheral. DBSMALLINT PK NOT NULL PeripheralName The name of the peripheral as it is known at the site. VNAME32 IE-1 NOT NULL PeripheralServiceLevelType Default value for the PeripheralServiceLevelType for each service associated with the peripheral. You can override this default for individual services.
Chapter 2: All Tables Peripheral_Half_Hour Table Table 138: Indexes for Peripheral_Default_Route Table index_name index_description index_keys XIE1Peripheral_Default_Route nonclustered located on PRIMARY RouteID XPKPeripheral_Default_Route clustered, unique, primary key located on PRIMARY PeripheralID, MRDomainID Fields in Peripheral_Default_Route Table: Field Name: Description: Data Type: Keys and Null Option: MRDomainID The Media Routing Domain associated with this peripheral default route.
Chapter 2: All Tables Peripheral_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ActivePeripheralDataTimeToHalf Number of seconds the associated Peripheral Gateway was able to provide peripheral data services to the CallRouter during the half- hour interval. DBINT NULL ActivePeripheralTimeToHalf Number of seconds the associated Peripheral Gateway’s connections to the peripheral were in the Active state during the half- hour interval.
Chapter 2: All Tables Peripheral_Monitor Table Field Name: Description: Data Type: Keys and Null Option: PeripheralID Identifier for the peripheral. DBSMALLINT PK, FK NOT NULL RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record. DBFLT8 AK-1 NOT NULL ServiceLevelAbandToHalf Number of calls to the peripheral abandoned within the service level threshold during the half- hour interval.
Chapter 2: All Tables Peripheral_Real_Time Table Table 140: Indexes for Peripheral_Monitor Table index_name index_description index_keys XIE1Peripheral_Monitor nonclustered located on PRIMARY PeripheralID Fields in Peripheral_Monitor Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL Extension For a Siemens ACD, the extension number to be monitored.
Chapter 2: All Tables Peripheral_Real_Time Table Local database only. Each row describes the current state of a specific peripheral. The real- time client creates a Peripheral Real Time row for each peripheral in the system and updates that row every 10 seconds.
Chapter 2: All Tables Peripheral_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: • When the agent completes the call In IPCC Enterprise with an IPCC System PG, if a call RONAs to an IVR and is answered later by an agent, this field is incremented when the agent completes the call only. CallsRoutedHalf Number of calls routed to the peripheral during the current half-hour interval. DBINT NULL CallsRoutedToday Number of calls routed to the peripheral since midnight.
Chapter 2: All Tables Peripheral_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: PeripheralData4 Peripheral-specific data. For a Galaxy, Terminations Out of Sync. DBINT NOT NULL PeripheralData5 Peripheral-specific data. For a Galaxy, Switch Level Implemented. DBINT NOT NULL PeripheralData6 Peripheral-specific data. For a Galaxy, Switch Level Out of Sync. DBINT NOT NULL PeripheralData7 Peripheral-specific data.
Chapter 2: All Tables Peripheral_Target Table Field Name: Description: Data Type: Keys and Null Option: number of calls to the peripheral answered within the ICM service level threshold during the current half-hour interval. ServiceLevelCallsOfferedHalf Total number of calls to the peripheral that had a service level event during the current half-hour interval. DBINT NULL ServiceLevelCallsOfferedToday Total number of calls to the peripheral that had a service level event since midnight.
Chapter 2: All Tables Persistent_Variable Table index_name index_description index_keys XIE1Peripheral_Target nonclustered located on PRIMARY RouteID XPKPeripheral_Target clustered, unique, primary key located on PRIMARY NetworkTargetID Fields in Peripheral_Target Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database.
Chapter 2: All Tables Person Table Fields in Persistent_Variable Table: Field Name: Description: Data Type: Keys and Null Option: ForeignKey1 If the variable is associated with an object type, the key value of the specific object. DBINT PK NOT NULL RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record. DBFLT8 AK-1 NOT NULL UserVariableID Foreign key from the User_Variable table.
Chapter 2: All Tables Physical_Controller_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: • N = No Incremented when the record is changed in the central database. Description Additional information about this person. DESCRIPTION NULL FirstName The person’s first name. VNAME32 NOT NULL LastName The person’s last name. VNAME32 AK-1, IE-1 NOT NULL LoginEnabled Specifies whether login is allowed for this person: Y: yes, N: no.
Chapter 2: All Tables Physical_Interface_Controller Table Fields in Physical_Controller_Half_Hour Table: Field Name: Description: Data Type: Keys and Null Option: ActivePGAgentSideATimeToHalf Number of seconds the Peripheral Gateway’s Agent process maintained an active connection to the Side A CallRouter. DBINT NULL ActivePGAgentSideBTimeToHalf Number of seconds the Peripheral Gateway’s Agent process maintained an active connection to the Side B CallRouter.
Chapter 2: All Tables Query_Rule Table Physical Controller Half Hour (page 264) (via PhysicalControllerID) Table 146: Indexes for Physical_Interface_Controller Table index_name index_description index_keys XAK1Physical_Interface_Control nonclustered, unique, unique key located on PRIMARY EnterpriseName XIE1Physical_Interface_Control nonclustered located on PRIMARY LogicalControllerID XPKPhysical_Interface_Controll clustered, unique, primary key located on PRIMARY PhysicalControllerID Fields in
Chapter 2: All Tables Query_Rule Table Campaign_Query_Rule_Real_Time (page 137) (via QueryRuleID) Campaign_Query_Rule_Half_Hour (page 134) (via QueryRuleID) Campaign_Query_Rule (page 131) (via QueryRuleID) Dialer Detail (page 163) (via QueryRuleID) Import Rule (page 217) (via ImportRuleID) Table 147: Indexes for Query_Rule Table index_name index_description index_keys XAK1Query_Rule nonclustered, unique, unique key located on PRIMARY QueryRuleName XPKQuery_Rule clustered, unique, primary key locate
Chapter 2: All Tables Query_Rule_Clause Table Field Name: Description: Data Type: Keys and Null Option: FutureUseVarchar2 Reserved for future use varchar(64) NULL FutureUseVarchar3 Reserved for future use varchar(64) NULL ImportRuleID Identifies (indirectly) the contact list to which this query rule refers. Foreign key from the Import Rule table. DBINT FK NOT NULL QueryRuleID A unique identifier for this Query rule.
Chapter 2: All Tables Reason_Code Table Field Name: Description: Data Type: Keys and Null Option: FutureUseVarchar2 Reserved for future use varchar(64) NULL FutureUseVarchar3 Reserved for future use varchar(64) NULL QueryRuleID The query rule to which this clause belongs. Foreign key from the Query Rule table. DBINT PK, FK NOT NULL RuleData The rule definition to be used to process each query rule.
Chapter 2: All Tables Recovery Table Recovery Table This table is in the System category (page 460). To see database rules for these tables, click here (page 511). Central database only. Contains internal status information for each table in the database.
Chapter 2: All Tables Recurring_Schedule_Map Table Each row describes a periodic schedule used, for example, by a scheduled target. Use the Workforce Management Integration System to create, update, and delete recurring schedules.
Chapter 2: All Tables Region Table Field Name: Description: Data Type: Keys and Null Option: EndYear The year in which the schedule expires. The value is 0 if the schedule has no end date. DBINT NOT NULL Long1 For scheduled targets, the maximum number of simultaneous calls the target can handle during the schedule period. DBINT NULL Long2 Reserved for future use. DBINT NULL Long3 Reserved for future use. DBINT NULL Long4 Reserved for future use.
Chapter 2: All Tables Region_Info Table Related tables Dialed Number Map (page 158) (via RegionID) Region Member (page 274) (via RegionID) Region Prefix (page 274) (via RegionID) Region View Member (page 276) (via RegionID) Table 152: Indexes for Region Table index_name index_description index_keys XAK1Region nonclustered, unique, unique key located on PRIMARY EnterpriseName XPKRegion clustered, unique, primary key located on PRIMARY RegionID Fields in Region Table: Field Name: Description: Data
Chapter 2: All Tables Region_Member Table Field Name: Description: Data Type: Keys and Null Option: MajorVersion The major version number of the predefined regions. DBINT NOT NULL MinorVersion The minor version number of the predefined regions. DBINT NOT NULL Region_Member Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row defines the relationship between two regions.
Chapter 2: All Tables Region_View Table Table 154: Indexes for Region_Prefix Table index_name index_description index_keys XAK1Region_Prefix nonclustered, unique, unique key located on PRIMARY RegionID, RegionPrefix XPKRegion_Prefix clustered, unique, primary key located on PRIMARY RegionPrefixID Fields in Region_Prefix Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database.
Chapter 2: All Tables Region_View_Member Table index_name index_description index_keys XPKRegion_View clustered, unique, primary key located on PRIMARY RegionViewID Fields in Region_View Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL Description Additional information about the view. DESCRIPTION NULL EnterpriseName An enterprise name for the region view.
Chapter 2: All Tables Rename Table Field Name: Description: Data Type: Keys and Null Option: RegionID Identifies the region. DBINT PK, FK, IE-1 NOT NULL RegionViewID A unique identifier for the record. DBINT PK NOT NULL Rename Table This table is in the System category (page 460). To see database rules for these tables, click here (page 511).
Chapter 2: All Tables Route_Call_Detail Table Table 158: Indexes for Route Table index_name index_description index_keys XAK1Route nonclustered, unique, unique key located on PRIMARY EnterpriseName X1E1Route nonclustered located on PRIMARY SkillTargetID, ServiceSkillTargetID XPKRoute clustered, unique, primary key located on PRIMARY RouteID Fields in Route Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database.
Chapter 2: All Tables Route_Call_Detail Table Each row records information about a routing request received by the ICM software and the route it choose for it. The ICM software generates a Route_Call_Detail record for every routing request it processes. Related tables Call Type (page 74) (via CallTypeID) Dialed Number (page 156) (via DialedNumberID) Network Target (page 238) (via NetworkTargetID) Route (page 277) (via RouteID) Route_Call_Variable (page 283) (RecoveryKey maps to Route_Call_Variable.
Chapter 2: All Tables Route_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: CallTypeID Foreign key from Call Type table. If a script changed the call type, this is the final call type for the call. This unique identifier is generated automatically by the ICM software. DBINT FK NULL CDPD Customer Database Provided Digits. Can be used to track the call from the public network to the peripheral. ISDN is required to carry the information to the switch.
Chapter 2: All Tables Route_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL • 2= CallSim • 3 = TestCall NetQTime Time in seconds the call spent in a network router queue. For IPCC Enterprise or translation routed calls, NetQTime is included in the computation of answer wait time. For legacy ACDS, OPC does nothing with the NetQTime other than put it in the Termination_Call_Detail record.
Chapter 2: All Tables Route_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: RouterCallKey A call key counter created and set by the ICM software. This value forms the unique portion of the 64-bit key for the call. The ICM software resets this counter at midnight. DBINT NOT NULL RouterCallKeyDay A value indicating the day that the call was recievedand the Route_Call_Detail record was created.
Chapter 2: All Tables Route_Call_Variable Table Field Name: Description: Data Type: Keys and Null Option: Unused This field is reserved. char(4) NULL UserToUser ISDN private network User to User information. varchar(131) NULL Variable1 User defined call variable. varchar(40) NULL Variable2 User defined call variable. varchar(40) NULL Variable3 User defined call variable. varchar(40) NULL Variable4 User defined call variable.
Chapter 2: All Tables Route_Call_Variable Table Each row records the value of an expanded call variable for a call routed by the ICM software. If the expanded call variable is an array, one Route_Call_Variable row is generated for each element of the array. The ICM software generates a Route_Call_Variable record for each enabled expanded call variable for every routing request it processes.
Chapter 2: All Tables Route_Five_Minute Table Route_Five_Minute Table This table is in the Route category (page 447). To see database rules for these tables, click here (page 507). Central database only. Each row contains statistics about a route during the most recent five-minute interval. The ICM software generates Route_Five_Minute records for each route.
Chapter 2: All Tables Route_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: CallsAnsweredTo5 Number of calls to the route answered during the five-minute DBINTerval. DBINT NULL CallsAnsweredToday Number of calls to the route answered since midnight. DBINT NULL CallsHandledTo5 Number of calls to the route handled during the five-minute DBINTerval.
Chapter 2: All Tables Route_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: CallsOfferedToday Running total of incoming calls plus internal calls offered to the route since midnight. DBINT NULL CallsQNow Calls in queue for the route at the peripheral at the end of the interval. DBINT NULL CallsRoutedToday Running total of calls the ICM software sent to the route since midnight.
Chapter 2: All Tables Route_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelToday Cumulative ICM service level for this route since midnight. The ICM software uses the same type of calculation as specified for the service associated with the route. DBFLT4 NULL TimeZone The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT). DBINT PK NOT NULL Unused1 This field is not used.
Chapter 2: All Tables Route_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: AvgHandleTimeToHalf The average handled calls time in seconds for calls counted as handled for the route during the half-hour interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call.
Chapter 2: All Tables Route_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsIncomingToHalf Total of incoming calls on this route during the half-hour interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated).
Chapter 2: All Tables Route_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: HandleTime and AvgHandleTime values are updated in the database when the after-call work time associated with the call is completed. HoldTimeToHalf Total hold time in seconds for calls to the route that ended during the half-hour interval. DBINT NULL LongestCallAbandTime The longest time in seconds a call was in queue for the route before being abandoned during the half-hour interval.
Chapter 2: All Tables Route_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: RouteID Foreign key from the Route table. DBINT PK, FK NOT NULL ServiceLevelAbandToHalf Cumulative total of calls to the route abandoned within the ICM service level during the half-hour interval. DBINT NULL ServiceLevelCallsOfferedToHalf Number of calls to the route that have had a service level event during the current half-hour interval.
Chapter 2: All Tables Route_Real_Time Table Each row contains real time information about a route. The ICM software generates a Route_Real_Time record for each route.
Chapter 2: All Tables Route_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CallsAbandQTo5 Number of calls to the route abandoned while in queue or ringing during the rolling five-minute interval. DBINT NULL CallsAbandQToday Number of calls to this route abandoned while in queue or ringing since midnight. DBINT NULL CallsAnsweredHalf Number of calls to the route answered by agents during the current half-hour interval.
Chapter 2: All Tables Route_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CallsLeftQTo5 Number of calls to the route that were removed from the queue during the rolling five-minute interval (includes abandoned calls). DBINT NULL CallsOfferedHalf Number of incoming calls plus internal calls offered on this route during the current half-hour interval. DBINT NULL CallsOfferedTo5 Number of calls offered to the route during the rolling five-minute interval.
Chapter 2: All Tables Route_Real_Time Table Field Name: Description: Data Type: LongestCallQ TTime that the longest call in the queue for the route was put there. DBDATETIME NULL OverflowInNow Number of overflowed in calls now in queue or in progress for the route. DBINT NULL OverflowOutNow Number of overflowed out calls for the route now in queue or in progress elsewhere.
Chapter 2: All Tables Routing_Client Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelCallsTo5 Number of calls to the route answered within the ICM service level threshold during the rolling five-minute interval. DBINT NULL ServiceLevelCallsToday Number of calls to the route answered within the ICM service level threshold since midnight. DBINT NULL ServiceLevelHalf ICM service level for the route during the current half-hour interval.
Chapter 2: All Tables Routing_Client Table Route_Call_Detail (page 278) (via RoutingClientID) Routing Client Five Minute (page 299) (via RoutingClientID) Table 164: Indexes for Routing_Client Table index_name index_description index_keys XAK1Routing_Client nonclustered, unique, unique key located on PRIMARY EnterpriseName XIE1Routing_Client nonclustered located on PRIMARY PeripheralID XIE2Routing_Client nonclustered located on PRIMARY LogicalControllerID XPKRouting_Client clustered, unique, p
Chapter 2: All Tables Routing_Client_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: EnterpriseName An enterprise name for this routing client. The name must be unique among all routing clients in the enterprise. VNAME32 AK-1 NOT NULL LateThreshold Threshold value, in milliseconds, for classifying responses as late. Any response that exceeds this threshold is considered late even if it does not exceed the TimeoutThreshold.
Chapter 2: All Tables Routing_Client_Five_Minute Table Related tables Physical Interface Controller (page 265)(via PhysicalControllerID) Routing Client (page 297) (via RoutingClientID) Table 165: Indexes for Routing_Client_Five_Minute Table index_name index_description XAK1Routing_Client_Five_Minute nonclustered, unique, unique key located on PRIMARY index_keys RecoveryKey XPKRouting_Client_Five_Minute clustered, unique, primary key located DateTime, RoutingClientID, on PRIMARY PhysicalControllerID,
Chapter 2: All Tables Routing_Client_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: DateTime Central Controller date and time at the start of the five-minute interval. DBSMALLDATE PK NOT NULL DestinationTo5 Number of destination labels the ICM software sent to the routing client during the five-minute interval. DBINT NULL DialogErrorConfTo5 Number of Dialog Fail Confirm messages the routing client sent to the ICM software during the five-minute interval.
Chapter 2: All Tables Routing_Client_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: Histogram13 The number of calls routed in a 100-millisecond period. DBINT NULL Histogram14 The number of calls routed in a 100-millisecond period. DBINT NULL Histogram15 The number of calls routed in a 100-millisecond period. DBINT NULL Histogram16 The number of calls routed in a 100-millisecond period.
Chapter 2: All Tables Routing_Client_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: NumAlternateCallConfTo5 Number of Alternate Confirmations sent (NIC) or received (PG) in the five-minute window. DBINT NULL NumAlternateCallReqTo5 Number of Alternate Requests sent (PG) or received (NIC) in the five-minute window. DBINT NULL NumBlindTransferConfTo5 The number of blind transfer confirmation messages the routing client sent during the five-minute interval.
Chapter 2: All Tables Routing_Client_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: NumDropConnectionConfTo5 Number of Drop Connection Confirmations sent (NIC) or received (PG) in the five-minute window. DBINT NULL NumDropConnectionReqTo5 Number of Drop Connection Requests sent (PG) or received (NIC) in the five-minute window. DBINT NULL NumReconnectCallConfTo5 Number of Reconnect Confirmations sent (NIC) or received (PG) in the five-minute window.
Chapter 2: All Tables Schedule Table Field Name: Description: Data Type: Keys and Null Option: ReqInstrTo5 Number of Request Instruction messages the routing client sent to the ICM software during the five-minute interval. DBINT NULL ReRouteReqTo5 Number of ReRoute Request messages the routing client sent to the ICM software during the five-minute interval. DBINT NULL ResponsesTo5 Number of route responses to the routing client during the five-minute interval.
Chapter 2: All Tables Schedule Table Agent (page 15) (via ScheduleID) Business Entity (page 73) (via EntityID) ICR View (page 215) (via ICRViewID) Import Log (page 216) (via ScheduleID) Import Schedule (page 225) (via ScheduleID) Schedule Import (page 307)(via ScheduleID) Schedule Import Real Time (page 309) Schedule Map (page 312) (via (via ScheduleID) ScheduleID) Schedule Report (page 314) (via ScheduleReportID) Schedule Source (page 314)(via ScheduleSourceID) Recurring Script Schedule Map (page
Chapter 2: All Tables Schedule_Import Table Field Name: Description: Data Type: Keys and Null Option: SchedulePeriod The number of minutes in each scheduling interval. A schedule can contain different data for each interval. DBINT NOT NULL ScheduleReportID Foreign key to the schedule report. DBINT FK, IE-1 NULL ScheduleSourceID Foreign key to a description of the source from which the schedule is imported.
Chapter 2: All Tables Schedule_Import Table Field Name: Description: Data Type: DateTime1 An imported value. DBDATETIME NULL DateTime2 An imported value. DBDATETIME NULL DateTime3 An imported value. DBDATETIME NULL Double1 An imported value. DBFLT8 NULL Double2 An imported value. DBFLT8 NULL Double3 An imported value. DBFLT8 NULL Double4 An imported value. DBFLT8 NULL Double5 An imported value. DBFLT8 NULL Double6 An imported value. DBFLT8 NULL Double7 An imported value.
Chapter 2: All Tables Schedule_Import_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: Long10 An imported value. DBINT NULL Long11 An imported value. DBINT NULL Long12 An imported value. DBINT NULL Long13 An imported value. DBINT NULL Long14 An imported value. DBINT NULL Long15 An imported value. DBINT NULL RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record.
Chapter 2: All Tables Schedule_Import_Real_Time Table Table 168: Indexes for Schedule_Import_Real_Time Table index_name index_description index_keys XPKSchedule_Import_Real_Time clustered, unique, primary key located on PRIMARY DateTime, ScheduleID, TimeZone Fields in Schedule_Import_Real_Time Table: Field Name: Description: Data Type: Keys and Null Option: Bool1 An imported value. DBCHAR NULL Bool2 An imported value.
Chapter 2: All Tables Schedule_Import_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: Long4 An imported value. DBINT NULL Long5 An imported value. DBINT NULL Long6 An imported value. DBINT NULL Long7 An imported value. DBINT NULL Long8 An imported value. DBINT NULL Long9 An imported value. DBINT NULL Long10 An imported value. DBINT NULL Long11 An imported value. DBINT NULL Long12 An imported value. DBINT NULL Long13 An imported value.
Chapter 2: All Tables Schedule_Map Table Schedule_Map Table This table is in the Schedule category (page 450). To see database rules, click here (page 508). Identifies the primary key values from a schedule in the external data source from which it is imported. Each schedule has one Schedule_Map row for each component of the primary key. If the primary key is a compound key, the schedule has multiple Schedule_Map rows.
Chapter 2: All Tables Schedule_Report Table Table 170: Indexes for Schedule_Report Table index_name index_description index_keys XAK1Schedule_Report nonclustered, unique, unique key located on PRIMARY EntityID, EnterpriseName XPKSchedule_Report clustered, unique, primary key located on PRIMARY ScheduleReportID Fields in Schedule_Report Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database.
Chapter 2: All Tables Schedule_Report_Input Table Schedule_Report_Input Table This table is in the Schedule category (page 450). To see database rules, click here (page 508). Specifies the targets that are used with a template to create a schedule report.
Chapter 2: All Tables Scheduled_Target Table Table 172: Indexes for Schedule_Source Table index_name index_description index_keys XIE1Schedule_Source nonclustered located on PRIMARY EntityID XPKSchedule_Source clustered, unique, primary key located on PRIMARY ScheduleSourceID Fields in Schedule_Source Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database.
Chapter 2: All Tables Scheduled_Target_Real_Time Table Network Target (page 238) (via NetworkTargetID) Schedule (page 305) (via ScheduleID) Scheduled Target Real Time (page 316) (via NetworkTargetID) Table 173: Indexes for Schedule_Target Table index_name index_description index_keys XAK1Scheduled_Target nonclustered, unique, unique key located on PRIMARY EnterpriseName XIE1Scheduled_Target nonclustered located on PRIMARY CustomerDefinitionID XPKScheduled_Target clustered, unique, primary key loc
Chapter 2: All Tables Script Table Table 174: Indexes for Scheduled_Target_Real_Time Table index_name index_description index_keys XPKScheduled_Target_Real_Time clustered, unique, primary key located on PRIMARY NetworkTargetID Fields in Scheduled_Target_Real_Time Table: Field Name: Description: Data Type: Keys and Null Option: CallsInProgress The number of calls currently in progress at the scheduled target. DBINT NULL DateTime The date and time when the row was last updated.
Chapter 2: All Tables Script_Cross_Reference Table index_name index_description index_keys XPKScript clustered, unique, primary key located on PRIMARY ScriptID Fields in Script Table: Field Name: Description: Data Type: Keys and Null Option: Author User name of person who last modified the script version. VNAME32 NULL ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL DateTime The date and time when the script version was saved.
Chapter 2: All Tables Script_Data Table Route Call Detail (page 278) (via LocalID) Script (page 317) (via ScriptID) Table 176: Indexes for Script_Cross_Reference Table index_name index_description index_keys XIE1Script_Cross_Reference nonclustered located on PRIMARY ForeignKey XPKScript_Cross_Reference clustered, unique, primary key located on PRIMARY ScriptID, LocalID Fields in Script_Cross_Reference Table: Field Name: Description: Data Type: Keys and Null Option: ForeignKey Foreign key from
Chapter 2: All Tables Script_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: ScriptID DBINT Foreign key from Script table. PK, FK NOT NULL Script_Five_Minute Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Central database only. Contains statistics about each script version for the most recent five-minute interval. The ICM software generates Script_Five_Minute records for each script.
Chapter 2: All Tables Script_Print_Control Table Script_Print_Control Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row contains default print settings for a specific script version. The Script Editor automatically maintains the Script_Print_Control table.
Chapter 2: All Tables Script_Real_Time Table Fields in Script_Queue_Real_Time Table: Field Name: Description: Data Type: DateTime The data and time at which this data was last updated. DBDATETIME NOT NULL QueueNode The local script node identifier. DBINT PK NOT NULL ScriptID The ICM identifier of the application path with which this row is associated. DBINT PK, FK NOT NULL TasksQueued The number of tasks queued at this script node.
Chapter 2: All Tables Script_Table Table Field Name: Description: Data Type: Keys and Null Option: ScriptMeters image NULL Internal real time data for the script. Script_Table Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row describes a table from an external database that can be queried from within routing scripts or administrative scripts using the optional Gateway SQL feature.
Chapter 2: All Tables Script_Table_Column Table Script_Table_Column Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Each row describes a column in a table from an external database that can be queried from within routing scripts or administrative scripts. Use ICM Configuration Manager to add, update, and delete Script_Table_Column records.
Chapter 2: All Tables Sec_User Table Table 184: Indexes for Sec_Group Table index_name index_description index_keys XPKSec_Group clustered, unique, primary key located on PRIMARY UserGroupID Fields in Sec_Group Table: Field Name: Description: Data Type: Keys and Null Option: UserGroupID Foreign key from the User_Group table. DBINT PK, FK NOT NULL UserGroupName The name of the group. varchar(64) NOT NULL Sec_User Table This table is in the Security category (page 455).
Chapter 2: All Tables Service Table Related tables Enterprise Service Member (page 175)(via SkillTargetID) Galaxy_Gate_Delayed_Call Table (page 193) (via SkillTargetID) Media Routing Domain (page 234) Peripheral (page 250) (via PeripheralID) (via MRDomainID) Galaxy_Overflow Table (page 196) (via SkillTargetID) Route (page 277) (via SkillTargetID) Schedule (page 305) (via ScheduleID) Service Array Member (page 329) (SkillTargetID Service Five Minute (page 330) maps to (via SkillTargetID) Service_Array_M
Chapter 2: All Tables Service Table Field Name: Description: Data Type: Keys and Null Option: Extension The extension number for the skill group (used by the Definity ECS ACD). VTELNO10 NULL MRDomainID The Media Routing Domain associated with this service. DBINT FK NOT NULL PeripheralID Foreign key from the Peripheral table. DBSMALLINT AK-2, FK NOT NULL PeripheralName Service name as known at the peripheral. VNAME32 NOT NULL PeripheralNumber Service number as known at the peripheral.
Chapter 2: All Tables Service_Array Table Field Name: Description: Data Type: Keys and Null Option: • 3 = Abandoned Calls have Positive Impact. (Treat the abandoned calls as through they were answered within the service level threshold.) Note: Regardless of which calculation you choose, the ICM software always tracks separately the number of calls abandoned before the threshold expired.
Chapter 2: All Tables Service_Array_Member Table Table 187: Indexes for Service_Array Table index_name index_description index_keys XAK1Service_Array nonclustered, unique, unique key located on PRIMARY EnterpriseName XIF110Service_Array nonclustered located on PRIMARY SkillTargetID XIF120Service_Array nonclustered located on PRIMARY LogicalControllerID XIF121Service_Array nonclustered located on PRIMARY ScheduleID XPKService_Array clustered, unique, primary key located on PRIMARY SkillTarget
Chapter 2: All Tables Service_Five_Minute Table Table 188: Indexes for Service_Array_Member Table index_name index_description index_keys XIF122Service_Array_Member nonclustered located on PRIMARY ServiceArraySkillTargetID XIF123Service_Array_Member nonclustered located on PRIMARY ServiceSkillTargetID XPKService_Array_Member clustered, unique, primary key located on PRIMARY ServiceArraySkillTargetID, ServiceSkillTargetID Service_Array_Member TableConstraints: Constraint: Field Name: PK Servic
Chapter 2: All Tables Service_Five_Minute Table Fields in Service_Five_Minute Table: Field Name: Description: Data Type: Keys and Null Option: AgentsTalking Number of service agents in the talking state at the end of the five-minute interval. DBINT NULL AvgDelayQAbandTo5 Average delay time of abandoned calls in queue for the service during the five-minute interval. DBINT NULL AvgDelayQNow Average delay for calls currently queued for the service at the end of the five-minute interval.
Chapter 2: All Tables Service_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledToday Number of calls handled to completion by the service since midnight. DBINT NULL CallsIncomingToday Number of incoming calls to this service since midnight.
Chapter 2: All Tables Service_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: OverflowInTo5 Number of calls the peripheral re-targeted, or overflowed, into the service during the five-minute interval. The ICM software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in).
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelTo5 Service level during the five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsHandledTo5. DBFLT4 NULL ServiceLevelToday Cumulative ICM service level for the service since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday. DBFLT4 NULL SkillTargetID Foreign key from the Service table.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL elapsed time from when the call is offered at the peripheral, to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the call. For multimedia, the sum of the answer wait times of all tasks associated with this service that began in this half-hour interval.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL Not valid for IPCC Enterprise. AutoOutCallsToHalf Number of AutoOut (predictive) calls made by this service that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour. Not currently used for Outbound Option.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: AvgSpeedAnswerToHalf The average answer wait time that all calls offered to the service waited before being answered. This value is calculated as follows: DBINT NULL DBINT NULL AnswerWaitTimeToHalf / CallsAnsweredToHalf Valid for IPCC Enterprise. AvgTalkTimeToHalf The average handled calls time in seconds for calls counted as handled by the service during the half-hour interval.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBINT NULL an Offer Task message, and when it receives a Start Task message without having received an Offer Task message. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A call associated with Outbound Option that the agent answered, and then completed.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL For multi-media, the number of tasks routed to the service during the half-hour interval. Valid for IPCC Enterprise. CallsTerminatedOtherToHalf Number of calls handled by the service but not otherwise accounted for during the half-hour interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBINT NULL Not valid for IPCC Enterprise. HandleTimeToHalf The total time in seconds that calls were handled for the service during the half-hour interval. HandleTime is tracked only for for inbound ACD calls that are counted as handled for he service.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBFLT4 NULL DBINT NULL The number of tasks whose Start Task Timeout Period expired in this half-hour interval. OverflowInToHalf Number of calls that the peripheral re-targeted, or overflowed, into this service during the half-hour interval.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBINT NOT NULL Not valid for IPCC Enterprise. PreviewCallsOnHoldToHalf Number of ended outbound Preview calls that this service placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour. Not currently used for Outbound Option.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: RecoveryKey A unique ID assigned to each record and used internally by the ICM/IPCC Enterprise software to track the record. DBFLT8 AK-1 NOT NULL RedirectNoAnsCallsToHalf Number of calls that rang at an agent’s terminal and redirected on failure to answer in this service during the current half-hour interval.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL Not valid for IPCC Enterprise. ReserveCallsToHalf Number of agent reservation calls made by this service that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour. Not currently used for Outbound Option. Not valid for IPCC Enterprise.
Chapter 2: All Tables Service_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL Not currently used for Outbound Option. Not valid for IPCC Enterprise. ShortCallsTimeToHalf Time, in seconds, accumulated by calls that were too short to be counted as abandoned during the half-hour interval. These calls were abandoned before the abandoned call wait time expired. Not valid for IPCC Enterprise. Not valid for non-voice tasks. Set to zero by OPC.
Chapter 2: All Tables Service_Level_Threshold Table Field Name: Description: Data Type: Keys and Null Option: Not valid for non-voice tasks. Set to zero by OPC. Service_Level_Threshold Table This is in the Device (page 441) category. For database rules, click here (page 504). The Service Level Threshold table specifies how the ICM calculates service level for a particular peripheral. Each row in this table contains specific default values for a PeripheralID-Media Routing Domain pair.
Chapter 2: All Tables Service_Member Table Service_Member Table This table is in the Skill Target category (page 456). To see database rules for these tables, click here (page 510). The Service Member table maps skill groups to services. Each service contains one or more member skill groups. Each skill group can be a member of one or more services. Use the Service Explorer tool to add, update, and delete Service_Member records. Related tables Service (page 325) (ServiceSkillTargetID maps to Service.
Chapter 2: All Tables Service_Real_Time Table The ICM software automatically generates a Service_Real_Time record for each service.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBINT NULL Unsupported for Outbound Option. AutoOutCallsOnHoldTimeTo5 Total handle time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended in the rolling five-minute window. Handle time includes WorkTime, TalkTime, and HoldTime.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsTalkTimeToday Total talk time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended since midnight.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: AutoOutCallsTo5 Number of AutoOut (predictive) calls made by agents for the service that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. DBINT NULL DBINT NULL DBINT NULL Unsupported for Outbound Option.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL the service or route. The field is updated in the database when all after-call work associated with the calls is completed. CallsAbandQHalf Number of calls to the service abandoned while in queue or ringing during the current half-hour interval.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CallsHandledTo5 Number of calls to the service handled during the rolling five-minute interval. DBINT NULL CallsHandledToday Number of calls handled for this service since midnight. DBINT NULL CallsIncomingHalf Number of incoming calls for this service during the current half-hour interval.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CallsOutToday Number of outbound calls made by agents for the service since midnight. DBINT NULL CallsQNow Number of calls in queue for the service now at the peripheral. DBINT NULL CallsQNowTime Total time of all calls to the service currently in queue. DBINT NULL CallsRoutedHalf Number of calls routed to this service by the ICM software for the current half-hour interval.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: HandleTimeTo5 Total handle time in seconds for calls to the service ending during the rolling five-minute interval. DBINT NULL HandleTimeToday Total handle time in seconds for calls to the service since midnight. DBINT NULL HoldTimeHalf The total hold time in seconds for calls to the service that ended during the current half-hour interval.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: OverflowOutTo5 Number of calls overflowed out of this service during the rolling five-minute interval. DBINT NULL OverflowOutToday Number of calls overflowed out of this service since midnight. DBINT NULL PeriphServiceLevelCallsHalf Number of calls to the service handled within the peripheral service level during the current half-hour interval.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: PreviewCallsOnHoldTimeHalf Number of seconds outbound Preview calls were placed on hold by agents for this service during the current half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL Unsupported for Outbound Option. PreviewCallsTo5 Number of outbound Preview calls made by agents for the service during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBINT NULL DBINT NULL The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. ReserveCallsOnHoldTimeTo5 Number of seconds agent reservation calls were placed on hold by agents for this service during the rolling five-minute interval.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL It therefore includes the HoldTime associated with the call. ReserveCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: ReserveCallsTo5 Number of agent reservation calls made by agents for this service during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. DBINT NULL DBINT NULL Unsupported for Outbound Option. ReserveCallsToday Number of agent reservation calls made by agents for this service since midnight.
Chapter 2: All Tables Service_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevelTo5 ICM service level during the rolling five-minute interval. DBFLT4 NULL ServiceLevelToday ICM service level for the service since midnight. DBFLT4 NULL ServiceModeIndicator The current mode of the service: DBINT NULL • 1 = Day service • 2 = Night service • 3 = Closed with answer • 4= Closed, no answer • 5 = Transition • 6= Open • 13 = Pilot Status Other.
Chapter 2: All Tables Shift Table Field Name: Description: Data Type: Keys and Null Option: TransferOutCallsTo5 Number of calls transferred out of the service during the rolling five-minute interval. DBINT NULL TransferOutCallsToday Number of calls transferred out of the service since midnight. DBINT NULL Shift Table Provides the name, start time, and end time of the current shift.
Chapter 2: All Tables Skill_Group Table • Schedule (page 305) (via ScheduleID) • Service Array (page 328) (via SkillTargetID) • Service Member (page 347) (via SkillTargetID) • Skill Group Five Minute (page 368) (via SkillTargetID) • Skill Group Half Hour (page 371) (via SkillTargetID) • Skill Group Member (page 392) (via SkillTargetID) • Skill Group Real Time (page 392) (via SkillTargetID) • Skill Target (page 406) (via SkillTargetID) • Termination Call Detail (page 407)(SkillGroupSkillTargetID maps to Ski
Chapter 2: All Tables Skill_Group Table Field Name: Description: Data Type: Keys and Null Option: DBCHAR NOT NULL are used by OPC as the default target skill group. Where only a base default is created, it has a DefaultEntry value of 1. If sub-skill group records are created, the primary sub-group has a DefaultEntry value of 1, while the others have a DefaultEntry value of 2.
Chapter 2: All Tables Skill_Group Table Field Name: Description: Data Type: Keys and Null Option: Note: The value 0 indicates a base skill group. ScheduleID Identifies an imported schedule associated with the skill group. DBINT FK, IE-1 NULL ServiceLevelThreshold The service level threshold, in seconds, for the ICM service level.
Chapter 2: All Tables Skill_Group_Five_Minute Table Skill_Group_Five_Minute Table This table is in the Skill Target category (page 456). To see database rules for these tables, click here (page 510). Central database only. Contains statistics about each skill group during the five-minute interval. The ICM generates Skill_Group_Five_Minute records for each skill group.
Chapter 2: All Tables Skill_Group_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: The AvgHandledCallsTime value is updated in the database when any after-call work time associated with the call is completed. BusyOther Number of agents in the BusyOther state at the end of the five-minute interval. DBINT NULL BusyOtherTimeTo5 Number of seconds agents spent in the BusyOther state during the five-minute window. BusyOtherTime is included in the calculation of LoggedOnTime.
Chapter 2: All Tables Skill_Group_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: PercentUtilizationTo5 Percentage of Ready time that agents in the skill group spent talking or doing call work during the five-minute window. This is the percentage of time agents spend working on calls versus the time agents were ready. DBFLT4 NULL Ready Number of agents in the skill group in the Ready state at the end of the five-minute interval.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: WorkNotReady Number of agents in the skill group in the Work Not Ready state at the end of the five-minute interval. DBINT NULL WorkNotReadyTimeTo5 Number of seconds agents in the skill group were in the Work Not Ready state during the five-minute window. WorkNotReadyTime is included in the calculation of LoggedOnTime.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: AbandonHoldCallsToHalf The total number of ACD calls to the skill group that abandoned while being held at an agent’s position. The value is counted at the time the call disconnects, and the database is updated every half hour. DBINT NULL AbandonRingCallsToHalf Total number of ACD calls to the skill group that were abandoned while ringing at an agent's position.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: This includes HoldTime associated with the call. The value is counted when the after-call-work time associated with the call (if any) is completed, and the database is updated every half hour. AgentOutCallsTimeToHalf The total handle time, in seconds, for outbound ACD calls handled by the skill group that ended during the half-hour interval. Handle time includes WorkTime, TalkTime, and HoldTime.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: - RingTime - NetworkQTime Note: With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC System PG, this value will not include time spent in the network VRU.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: AutoOutCallsToHalf The total number of AutoOut (predictive) calls made by agents associated with this skill group that ended during the half-hour interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every half hour.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: CallbackMessagesToHalf Number of callback messages processed by the skill group during the half-hour interval. DBINT NULL CallsAnsweredToHalf Number of calls answered by agents associated with this skill group during the half-hour interval. DBINT NULL DBINT NULL DBINT NULL This value is set by the PG.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL Note: Note: For consistent values, in IPCC Enterprise regardless of whether or not there is an IPCC System PG, use RouterCallsOfferedToHalf. CallsQueuedToHalf The number of calls queued to this skill group by the ACD in the current half-hour interval.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every half hour. Note: Note: For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated when the call that was blind conferenced to an IVR is subsequently answered by another agent.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: HandledCallsTimeToHalf The time in seconds agents spent on calls that were handled within the half-hour interval. DBINT NULL This field is applicable for both ICM, IPCC Enterprise and Outbound Option. HoldTimeToHalf Number of seconds where all calls to an agent are on hold during the half-hour interval. HoldTime is counted only while the agent is doing no other call-related activity.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: the call (if any) is completed, and the database is updated every half hour. InternalCallsTimeToHalf Number of seconds spent on internal calls initiated by the agent during the half-hour interval. The value is incremented when the after-call-work time associated with the call has completed.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: MonitorCallsToHalf The number of calls monitored either by the supervisor or by the agent. DBINT NULL DBINT NULL DBINT NULL DBINT NULL This field is applicable for IPCC Enterprise only. NetConferencedOutCallsToHalf The number of seconds that agents spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: PercentUtilizationToHalf Percentage of Ready time that agents associated with this skill group spent talking or doing call work during the half-hour interval. This is the percentage of time these agents spent working on calls versus the time agents were ready.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: RedirectNoAnsCallsTimeToHalf The number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every half hour.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL DBINT NULL DBINT NULL or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL This value is incremented by: • CallType short calls, which are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL Note: This field is relevant to the IPCC environment only. Note: With the existence of a network VRU, this value includes time in the network queue.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). Note: Calls that end in error state within SL threshold are not counted as ServiceLevelCallsOffered. Note: This field is relevant to the IPCC environment only.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBFLT4 NULL Note: This field is relevant to the IPCC environment only. Note: Note: In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued) Note: This field is relevant to the IPCC environment only.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: TalkOtherTimeToHalf Number of seconds agents spent talking on other calls (neither inbound nor outbound) during the half-hour interval. Examples of “other calls include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Chapter 2: All Tables Skill_Group_Half_Hour Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in IPCC Enterprise without an IPCC System PG. TransferInCallsToHalf Number of calls transferred into the skill group during the half-hour interval.
Chapter 2: All Tables Skill_Group_Member Table Skill_Group_Member Table This table is one of the Skill Group Member Detail tables in the Skill Target category (page 456). To see database rules for these tables, click here (page 510). The Skill Group Member table maps agents to skill groups. Each skill group contains one or more member agents. Each agent can be a member of one or more skill groups. Use the Skill Group Route Explorer tool to add, update, and delete Skill_Group_Member records.
Chapter 2: All Tables Skill_Group_Real_Time Table Table 199: Indexes for Skill_Group_Real_Time Table index_name index_description index_keys XPKSkill_Group_Real_Time clustered, unique, primary key located on PRIMARY SkillTargetID Fields in Skill_Group_Real_Time Table: Field Name: Description: Data Type: Keys and Null Option: AgentOutCallsTimeTo5 The total handle time, in seconds, for outbound ACD calls associated with this skill group that ended during the rolling five-minute interval.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL – NetworkQTime Note: With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC System PG, this value will not include time spent in the network VRU.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: Avail Number of agents for the skill group in Not_Active state with respect to this skill group. DBINT NULL AvailTimeTo5 Total seconds agents in the skill group have been in the Not_Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. Note: With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC System PG, this value will not include time spent in the network VRU.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: HandledCallsTalkTimeTo5 Total talk time, in seconds, for calls counted as handled by the skill group during the rolling five-minute interval. It is updated in the database when the after-call work time associated with the call (if any) is completed.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: LoggedOnTimeTo5 Total time, in seconds, agents were logged on to the skill group during the current (rolling) five-minute interval.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: IPCC child reports will need to also look at the parent ICM reports for network queuing data. Note: NOTE: Not applicable for IPCC Enterprise without an IPCC System PG and is not updated. In IPCC Enterprise with an IPCC System PG, this field is applicable and is updated when a call is queued to the skill group.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: Ready The number of agents who are Routable with respect to the MRD associated with this skill group, and whose state with respect to this skill group is currently something other than NOT_READY or WORK_NOT_READY. DBINT NULL ReserveCallsTalkTimeTo5 This is the talk time for the reservation call. It should be either zero or a few seconds. This is counted using Call State.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: RouterCallsOfferedTo5 The number of calls received by this skill group in the rolling five-minute interval. This value is set by the Call Router. A call is counted as offered as soon at it is sent to a Skill Group. DBINT NULL DBINT NULL This value is incremented by: • CallType short calls, which are counted as abandoned for Skill Groups.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL DBINT NULL IPCC child reports will need to also look at the parent ICM reports for network queuing data.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: DBFLT4 NULL DBINT NULL IPCC child reports will need to also look at the parent ICM reports for network queuing data. ServiceLevelTo5 Service Level for the skill group in rolling five-minute interval. This field is applicable to the IPCC environment only.
Chapter 2: All Tables Skill_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: TalkingOther Number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of “other calls include agent-to-agent transfers and supervisor calls. DBINT NULL TalkingOut Number of agents in the skill group currently talking on outbound calls.
Chapter 2: All Tables Skill_Target Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL the call. For this call scenario this field is not updated in IPCC Enterprise without an IPCC System PG. TransferInCallsTo5 Number of calls transferred into the skill group that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed.
Chapter 2: All Tables Termination_Call_Detail Table The Skill Group Explorer maintains the Skill_Target table when you create or delete agents, skill groups, services, service arrays, or translation routes.
Chapter 2: All Tables Termination_Call_Detail Table The ICM software generates a Termination_Call_Detail record for each call that arrives at the peripheral. This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other ICM/IPCC components).
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: AgentSkillTargetID Identifies which agent handled the call. This value (for example, 5001), is unique among all skill targets in the enterprise. It is taken from the Agent table in the ICM central database. AgentSkillTargetIDs are generated automatically when the agent is first configured in the Agent Configuration window of ICM Configuration Manager.
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: DBINT NULL varchar(30) NULL DBINT NULL of choices, CallSegmentTime reflects how long the caller spent in the menu. CallTypeID In ICM and IPCC Enterprise, indicates which call type, and therefore which routing script, was used to route this call. Note: This field contains a value only if the call was translation-routed or sent to an IPCC Enterprise agent.
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: varchar(40) NULL the DelayTime. DelayTime includes all time the call spent on announcements. For ACDs that can de-queue calls, a call can go back into the delay state and DelayTime can begin accumulating again. DelayTime is used to calculate Duration in the Termination_Call_Detail record.
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: ICRCallKeyParent Link to the ICRCallKey field of a parent call (used for transfers and conference calls). DBINT NULL InstrumentPortNumber Instrument number or extension number of the device that handled the call at the peripheral. DBINT NULL DBINT NULL This field is also populated for outbound calls. LocalQTime ICM 5.
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: NetworkTargetID The identifier of the peripheral target to which the call was delivered. DBINT FK NULL NetworkTime The number of seconds between the PG receiving a “pre-call message from the CallRouter for the task and an Offer Task (or Start Task, if an Offer Task is not sent) message for the task.
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: RingTime is added to the AbandonedRingTimeToHalf Skill Group and Agent Skill Group half-hour tables when the call completes. RingTime is also used to compute the following Route and Service half-hour values: • DelayQAbandTimeToHalf • LongestCallDelayQTimeToHalf • LongestCallAbandTimeToHalf RouteID Identifies the route where the call was sent.
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: There are a few scenarios where the RouterCallKeySequenceNumber may not be unique for a given RouterCallKey (specifically when translation routing to a Service Controlled IVR). ServiceSkillTargetID Identifies which service handled the call. This value (for example, 5004) is unique among all skill targets in the enterprise. It is taken from the Service table in the ICM central database.
Chapter 2: All Tables Termination_Call_Detail Table Field Name: Description: Data Type: Keys and Null Option: TimeZone The time zone used for DateTime. The value is the offset in minutes from UTC (formerly called GMT). DBINT NULL Trunk The number (as known to the peripheral) of the trunk on which the call arrived. DBINT NULL TrunkGroupID The identifier of the trunk group on which the call arrived at the peripheral.
Chapter 2: All Tables Termination_Call_Variable Table Termination_Call_Variable Table This table is in the Route category (page 447). To see database rules for these tables, click here (page 507). Central database only. Each row records the value of an expanded call variable for a call handled at a peripheral. If the expanded call variable is an array, one Termination_Call_Variable row is generated for each element of the array.
Chapter 2: All Tables Translation_Route Table Field Name: Description: Data Type: Keys and Null Option: DbDateTime The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DBDATETIME IE-2 NULL ECCValue The value of the call variable or array element. varchar(255) NULL ExpandedCallVariableID Identifies the expanded call variable.
Chapter 2: All Tables Trunk Table Field Name: Description: Data Type: Keys and Null Option: EnterpriseName An enterprise name for the translation route. This name must be unique among all translation routes in the enterprise. VNAME32 AK-1 NOT NULL LogicalControllerID The Logical Interface Controller associated with the translation route. DBSMALLINT FK, IE-1 NOT NULL SkillTargetID An identifier that is unique among all skill targets in the enterprise.
Chapter 2: All Tables Trunk_Group Table Field Name: Description: Data Type: Keys and Null Option: TrunkGroupID Foreign key from the Trunk Group table. DBINT AK-1, FK NOT NULL TrunkID A unique identifier for the trunk. DBINT PK NOT NULL TrunkNumber Trunk number as understood by the peripheral. DBINT AK-1 NOT NULL TrunkType Type of trunk. To see the list of values, click here (page 502). DBSMALLINT NOT NULL Trunk_Group Table This is in the Device (page 441) category.
Chapter 2: All Tables Trunk_Group_Five_Minute Table Field Name: Description: Data Type: Keys and Null Option: ConfigParam A string of parameters the ICM software sends to the peripheral to initialize the trunk group. varchar NULL Deleted Deleted Flag. Stored as a character: DBCHAR NOT NULL • Y = Yes • N = No Description Additional information about the trunk group. DESCRIPTION NULL EnterpriseName An enterprise name for the trunk group.
Chapter 2: All Tables Trunk_Group_Half_Hour Table Trunk Group (page 420) (via TrunkGroupID) Table 206: Indexes for Trunk_Group_Five_Minute Table index_name index_description index_keys XAK1Trunk_Group_Five_Minute nonclustered, unique, unique key located on PRIMARY RecoveryKey XPKTrunk_Group_Five_Minute clustered, unique, primary key located on PRIMARY DateTime, TrunkGroupID, TimeZone Fields in Trunk_Group_Five_Minute Table: Field Name: Description: Data Type: Keys and Null Option: AllTrunksBus
Chapter 2: All Tables Trunk_Group_Half_Hour Table Trunk Group (page 420) (via TrunkGroupID) Table 207: Indexes for Trunk_Group_Half_Hour Table index_name index_description index_keys XAK1Trunk_Group_Half_Hour nonclustered, unique, unique key located on PRIMARY RecoveryKey XIE1Trunk_Group_Half_Hour nonclustered located on PRIMARY DbDateTime XPKTrunk_Group_Half_Hour clustered, unique, primary key located on PRIMARY DateTime, TrunkGroupID, TimeZone Fields in Trunk_Group_Half_Hour Table: Field Name
Chapter 2: All Tables Trunk_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: TimeZone The time zone for the date and time. The value is the offset in minutes from UTC (formerly called GMT). DBINT PK NOT NULL TrunkGroupID Foreign key from the Trunk Group table. DBINT PK, FK NOT NULL TrunksIdle Number of non-busy trunks in the group at the end of the half-hour interval.
Chapter 2: All Tables Trunk_Group_Real_Time Table Field Name: Description: Data Type: Keys and Null Option: CallsInHalf Number of inbound calls received on the trunk group during the current half-hour interval. DBINT NULL CallsInNow Number of inbound calls currently in progress on the trunk group. DBINT NULL CallsInToday Number of inbound calls received on the trunk group since midnight.
Chapter 2: All Tables User_Formula Table User_Formula Table This table is part of the Script category (page 451). For database rules, click here. (page 509) 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.
Chapter 2: All Tables User_Group Table Related table User_Formula Table (page 426) (via UserFormulaID) Table 210: Indexes for User_Formula_Equation Table index_name index_description index_keys XPKUser_Formula_Equation clustered, unique, primary key located on PRIMARY UserFormulaID, RowOrder Fields in User_Formula_Equation Table: Field Name: Description: Data Type: Keys and Null Option: EquationString The expression string.
Chapter 2: All Tables User_Group Table index_name index_description index_keys XIE1User_Group nonclustered located on PRIMARY CustomerDefinitionID XPKUser_Group nonclustered, unique, primary key UserGroupID located on PRIMARY Fields in User_Group Table: Field Name: Description: Data Type: ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL CustomerDefinitionID Identifies the customer associated with the user group.
Chapter 2: All Tables User_Group_Member Table User_Group_Member Table This table is in the Security category (page 455). To see database rules for these tables, click here (page 510). Lists the specific users that are members of each user group. If the group is of type “U then it has a single User_Group_Member record. If the group is of type 'G' is can have multiple User_Group_Member records. A single user can be a member of multiple user groups.
Chapter 2: All Tables User_Supervisor_Map Table User Group Member (page 429) (via UserName) Table 213: Indexes for User_Security_Control Table index_name index_description index_keys XIE1User_Security_Control nonclustered located on PRIMARY UserName XIE2User_Security_Control nonclustered located on PRIMARY UserGroupID XPKUser_Security_Control clustered, unique, primary key located on PRIMARY ObjectType, ObjectID, UserName Fields in User_Security_Control Table: Field Name: Description: Data Type
Chapter 2: All Tables User_Variable Table Field Name: Description: Data Type: Keys and Null Option: Note: The SupervisorAgent field for this agent must be Y. UserGroupID DBINT The identifier for the user. PK, FK NOT NULL Note: The UserGroupType for this user must be U. User_Variable Table This table is part of the Script category (page 451). For database rules, click here. (page 509) Contains the definitions of user variables.
Chapter 2: All Tables Version Table Field Name: Description: Data Type: Keys and Null Option: Instance Not currently used. DBCHAR NOT NULL ObjectType The type of object with which the variable is associated. For the list of values, click here (page 484). DBSMALLINT AK-1 NOT NULL Persistent Indicates whether to preserve the value of the variable between script invocations. Stored as a character: DBCHAR NOT NULL • Y = yes • N = no ReportingMethod Not currently used.
Chapter 2: All Tables View_Column Table Field Name: Description: Data Type: Keys and Null Option: Major DBINT The number of the major version; for example, if the version is 1.2, this value is 1. IE-1 NOT NULL View_Column Table This table is in the Schedule category (page 450). To see database rules, click here (page 508). Describes how the ICM software interprets one column of imported schedule data.
Chapter 2: All Tables Vru_Currency Table Field Name: Description: Data Type: Keys and Null Option: Shift The number of bit positions to shift the value to the left. DBINT NULL ViewColumnID A unique identifier for the column. DBINT PK NOT NULL ViewName The name used for the column within the ICM software. VNAME32 AK-2 NOT NULL Vru_Currency Table This is one of the VRU_Micro_Application (page 463) tables. For database rules, click here (page 513).
Chapter 2: All Tables Vru_Defaults Table Field Name: Description: Data Type: Keys and Null Option: • 0 = Other Vru_Defaults Table This is one of the VRU_Micro_Application (page 463) tables. For database rules, click here (page 513). This table contains a single row of data that contains the default values for a particular VRU micro-application.
Chapter 2: All Tables Vru_Defaults Table Field Name: Description: Data Type: Keys and Null Option: N (no termination key) EnterpriseName A unique name for the enterprise. VNAME32 AK-1 NOT NULL InterDigitTimeout The number of seconds a caller is allowed between entering digits. If exceeded, the system times-out. Valid options are the digits 1-99 (default: 3). DBINT NOT NULL InvalidEntryTries Number of times ISN repeats the Get Digits cycle when the caller enters invalid data.
Chapter 2: All Tables Vru_Locale Table Vru_Locale Table This is one of the VRU_Micro_Application (page 463) tables. For database rules, click here (page 513). This table contains a list of locales (a locale is a combination of language and country) supported by VRU micro-applications.
Chapter 2: All Tables Vru_Port_Map Table Related table Trunk (page 419) (via TrunkID) Table 221: Indexes for Vru_Port_Map Table index_name index_description index_keys XPKVru_Port_Map clustered, unique, primary key located on PRIMARY TrunkID Fields in Vru_Port_Map Table: Field Name: Description: Data Type: ACDPeripheralID The ID of ACD peripheral if Type is 1. DBSMALLINT NULL ACDPort The ACD port if Type is 1. VNAME32 NULL ACDTrunkID The ID of the ACD trunk if Type is 0.
Chapter 3 Tables by Group Overview This section explains major areas of the schema. Tables are arranged in logical groups based on their domains and 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 (page 13).
Chapter 3: Tables by Group Blended Agent (Outbound Option) Figure 3: Blended Agent Tables To see database rules for tables in the Blended Agent group, click here (page 503). Tables that hold Blended Agent (Outbound Option) data are listed below.
Chapter 3: Tables by Group Device • Import Rule History (page 223) • Import Rule Real Time (page 224) • Query Rule (page 266) • Query Rule Clause (page 268) Device This figure depicts the tables in this category and their connections. In this graphic: • A single box represents a single table. • A box with a + plus sign represents a subcategory of table with related detail: Peripheral and Trunk Group. • A stack of boxes represents several tables in another category of the schema.
Chapter 3: Tables by Group Device • Agent_Targeting_Rule_Range (page 54) • Dial Number Plan (page 160) • Logical Interface Controller (page 230) • Network Trunk Group (page 239) • Network Trunk Group Half Hour (page 240) • Network Trunk Group Real Time (page 242) • Peripheral (page 250) See the section below for Peripheral Detail tables.
Chapter 3: Tables by Group Enterprise These tables are: • Agent Distribution (page 22) • Dialer_Detail (page 163) • Peripheral (page 250) • Peripheral Half Hour (page 254) • Periphera Monitor (page 256) • Peripheral Real Time (page 257) Trunk Group Detail The figure below illustrates the tables in the Trunk Detail subcategory.
Chapter 3: Tables by Group Enterprise • 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-many relationship. Figure 7: Enterprise Tables To see database rules for these tables, click here (page 506). Tables that hold Enterprise data are listed below.
Chapter 3: Tables by Group Galaxy • Service Array Member (page 329) Galaxy This figure shows the tables in the Galaxy group. Figure 8: Galaxy Tables To see database rules for Galaxy tables, click here (page 506).
Chapter 3: Tables by Group Media Routing • Galaxy_Single_Trunk Table (page 202) • Galaxy_Transaction_Code Table (page 203) • Galaxy_Trunk_Call_Count Table (page 204) • Galaxy_Trunk_IGroup Table (page 205) Media Routing The figure below shows the relationships among the tables in the Media Routing category. • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema.
Chapter 3: Tables by Group Route • Media Class (page 233) • Media Routing Domain (page 234) Route This figure depicts the tables in this category and their connections. In this graphic: • A single box represents a single table. • A box with a + plus sign represents a subcategory of table with related detail: Route Detail. • A stack of boxes represents several tables in another category of the schema.
Chapter 3: Tables by Group Route Figure 10: Route Tables To see Database Rules for Route Tables, click here (page 507). Tables that hold Route data are listed below. • Announcement (page 57) • Device Target (page 155) • Dialed Number (page 156) • Dialed Number Label (page 158) • Expanded Call Variable (page 179) • Label (page 226) • Network Event Detail (page 237) • Network Target (page 238) • Network VRU (page 244) Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Chapter 3: Tables by Group Route • Network VRU Bank (page 245) • Network VRU Script (page 246) • Peripheral Target (page 261) • Recurring Schedule Map (page 270) • Route (page 277) • Route Call Detail (page 278) • Route Call Variable (page 283) • Scheduled Target (page 315) • Scheduled Target Real Time (page 316) • Termination Call Detail (page 407) • Termination Call Variable (page 417) Route Detail Tables The figure below illustrates the tables in the Route Call Type subcategory.
Chapter 3: Tables by Group Schedule Schedule This figure depicts the tables in this category. 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-many relationship. Figure 12: Schedule Table To see Database Rules for Schedule Tables, click here (page 508). Tables that hold Schedule data are listed below.
Chapter 3: Tables by Group Script • Schedule Source (page 314) • Schedule Map (page 312) • Recurring Schedule Map (page 270) • Schedule Report (page 312) • Schedule Report Input (page 314) • Schedule Import (page 307) • Schedule Import Real Time (page 309) • Schedule Source (page 314) • Import Schedule (page 225) • Import Log (page 216) • ICR View (page 215) • View Column (page 433) Script This figure depicts the tables in this category. In this graphic: • A single box represents a single table.
Chapter 3: Tables by Group Script Figure 13: Script Tables To see database rules for these tables, click here (page 509).
Chapter 3: Tables by Group Script • Dialed Number Map (page 158) • ICR Instance (page 212) • ICR Node (page 214) • Master Script (page 232) • Persistent Variable (page 262) • Region (page 272) • Script (page 317) • Script Table (page 323) • Script Table Column (page 324) • User Formula (page 426) • User Formula Equation (page 426) • User Variable (page 431) Call Type Detail The figure below illustrates the tables in the Call Type subcategory.
Chapter 3: Tables by Group Script Figure 15: Region Detail Tables Region Detail Tables are listed below: • Region (page 272) • Region Member (page 274) • Region Prefix (page 274) • Region View Member (page 276) • Region View (page 275) Script Detail The figure below illustrates the tables in the Script Detail subcategory. Figure 16: Script Detail Script Detail Tables are listed below: • Script (page 317) Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Chapter 3: Tables by Group Security • Script Cross Reference (page 318) • Script Data (page 319) • Script Five Minute (page 320) • Script Print Control (page 321) • Script Real Time (page 322) Security The figure below shows the relationships among tables in the Security category. • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema.
Chapter 3: Tables by Group Skill Target • Business Entity (page 73) • Class Access Xref (page 148) • ClassID To Object Type (page 150) • Class List (page 149) • Class Security (page 149) • Feature Control Set (page 181) • Group Security Control (page 208) • Ids (page 216) • Object Access Xref (page 247) • Object List (page 248) • Object Security (page 249) • Sec Group (page 324) • Sec User (page 325) • User Group (page 427) • User Group Member (page 429) • User Security Control (page 429) • User Supervisor
Chapter 3: Tables by Group Skill Target • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Figure 18: Skill Target Tables To see database rules for Skill Target tables, click here (page 510). Skill Target tables include the following: • Agent Table. See the Agent Detail section, below. • Agent Desk Settings (page 17) • Person (page 263) • Service Tables. See the Service Detail section, below.
Chapter 3: Tables by Group Skill Target Agent Detail The figure below illustrates tables in the Agent subcategory.
Chapter 3: Tables by Group Skill Target Figure 20: Service Tables Service tables include: • Service (page 325) • Service Five Minute (page 330) • Service Half Hour (page 334) • Service Real Time (page 347) Skill Group Detail The figures below illustrate tables in the Skill Group and Skill Group Member subcategories. Figure 21: Skill Group Tables Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Chapter 3: Tables by Group System Figure 22: Skill Group Member Tables Skill Group and Skill Group Member Tables include the following: • Dialer_Detail (page 163) • Skill Group (page 364) • Skill Group Five Minute (page 368) • Skill Group Half Hour (page 371) • Skill Group Real Time (page 392) • Skill Group Member (page 392) • Agent Skill Group Half Hour (page 34) • Agent Skill Group Logout (page 47) • Agent Skill Group Real Time (page 48) System The figure below illustrates tables in the System category
Chapter 3: Tables by Group System Figure 23: System Tables To see database rules for these tables, click here (page 511).
Chapter 3: Tables by Group User Preferences User Preferences The figure below illustrates the relationships among the Uesr Preferences tables. • 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-many relationship. Figure 24: User Preferences Tables To see database rules for these tables, click here (page 512).
Chapter 3: Tables by Group VRU Micro-Application VRU Micro-Application The figure below illustrates the relationships among the VRU Micro-Application tables. • A single box represents a single table. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Figure 25: VRU Micro-Application Tables For database rules, click here (page 513).
Chapter 3: Tables by Group Tables Reserved for Future Use • License_Definition • License_Real_Time • Phone_Strategy • Phone_Strategy_Node Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Chapter 4 Field Values Access Levels Several tables include an AccessLevel field that indicates the rights a user or group has to access an object or class. Access Level Values Meaning 10 Read 20 Reference 30 Maintenance (create, read, update, delete) AgentState The Agent_Real_Time (page 29), Agent_Skill_Group_Real_Time (page 48), and Agent_State_Trace (page 49) tables use the AgentState field, which indicates the agent’s state.
Chapter 4: Field Values Application Gateway: Fault Tolerance Agent State Values Meaning (Agent_Real_Time / Agent_Skill_Group_Real_Time) Meaning (Agent_State_Trace) 6 Work Ready Work Ready 7 Busy Other Busy Other 8 Reserved Reserved 9 Unknown Call Initiated 10 Calls On Hold Call Held 11 Active Active 12 Paused Paused 13 Interrupted Interrupted 14 Not Active Not Active The Type field indicates the recurrence pattern of the schedule.
Chapter 4: Field Values Client Type of requiring two hosts to interface to. Even if a host (or a connection) fails, all requests will be satisfied. • 2 = Alternate Request Each router will manage a connection to a different host. The routers will take turns, sending half the requests to the host connected to side A, and the other half to the host connected to side B. If either host fails, the entire load will be directed to the surviving host. When a host (or connection) fails, some requests may be lost.
Chapter 4: Field Values Client Type • 15= VRU Polled • 16= INCRP NIC • 17= Nortel NIC • 18= DMS 100 • 19= Siemens Hicom 300 E (9006) • 20= France Telecom • 21= Stentor NIC • 22= Ameritech • 23= BT INAP NIC • 24 = Siemens ROLM 9751 CBX (9005) • 25= ICR Protocol NIC • 26 = Alcatel 4400 • 27= NEC NEAX 2x00 • 28= ACP 1000 • 29= Nortel Symposium • 30= Enterprise Agent • 31= Call Routing Service Protocol (CRSP) • 31= Call Routing Service Protocol (CRSP) • 32= Ericsson MD110 • 33 Wireless INAP NIC • 34= Energis I
Chapter 4: Field Values Customer Options Type • 41= TIM INAP NIC • 42= Generic PG • 43= Reserved • 44 = GKTMP NIC (Gatekeeper NIC) • 45 = SS7IN NIC (SS7 Intelligent Network) • 46 = NTL NIC • 47 = Media Routing • 48 = Non-Voice Agent PIM • 49= IPCC Express Gateway • 50= IPCC Enterprise Gateway • 51 = System PG • 52 = ARS PIM (Agent Routing Services) Customer Options Type The Type field in the Customer _Options Table (page 154) indicates a type of option that is enabled or disabled for a customer.
Chapter 4: Field Values Days Type Values Meaning 10 Allow quick-edit of Scheduled Select node 11 Allow quick-edit of Switch node 12 Allow quick-edit of Time node 50 Bill for VRU time 51 Customer billing data Days Both the Admin_Script_Schedule_Map Table (page 13) and the Recurring_Schedule_Map Table (page 270) use values to indicate the day of the week, day of the month, day position, and day type.
Chapter 4: Field Values Dialed Number Map: ANIWildCardType Values Meaning 7 = Every day 8 = Every weekday 9 = Every weekend day Dialed Number Map: ANIWildCardType The ANIWildCardType field in the Dialed_Number_Map Table (page 158) indicates how the ICM software should interpret the value given in the ANIWildCard field.
Chapter 4: Field Values Dialer Detail: CallResultDetail System Type Values Meaning See below (page 472).
Chapter 4: Field Values Dialer Detail: CallStatusZone For CallResult 12 (calls that are detected as answering machines), this field will indicate the following: • 1 = The callback is being cancelled. • 2 = For a Transfer to IVR campaign, the call is disconnected. • 3 = For a Transfer to IVR campaign, the call is sent to an IVR Route point. • 4 = For an Agent campaign, the call is sent to an IVR Route point. • 5 = For an Agent campaign, the call is disconnected.
Chapter 4: Field Values Dialer Detail: DialingMode - 10). Call can be retried for a variety of reasons including receiving a busy or no answer result, etc. • S = A personal callback was requested. `Stored in both CallStatusZone1 and CallStatusZone2. A record is set to “S” when it has been scheduled for a personal callback. Both zones are set to “S” to indicate that it has been moved to the personal callback list • U = Unknown: Stored in CallStatusZone1 and CallStatusZone2.
Chapter 4: Field Values Galaxy Fields System Type Values Meaning 2 Peripheral Gateway (PG) 3 Network Interface Controller (NIC) 4 Admin Workstation (AW) 5 Logger 6 Listener 7 CTI Gateway 8 Blended Agent Dialer Note: If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0. Galaxy Fields This section lists values for fields in five tables in the Galaxy category.
Chapter 4: Field Values Galaxy Fields The TerType field in the Galaxy_Agent_Performance Table (page 185)takes these values: • 1 = agent • 2= digital agent • 6 = station master agent • 32 = enhanced agent • 55 = directory assistance billing agent • 56 = directory assistance digital billing agent • 57 = enhanced directory assistance billing agent • 58 = enhanced directory assistance digital billing agent The HuntGroupInformation field in the Galaxy_PBX Table (page 200) takes these values: Valid options inclu
Chapter 4: Field Values ICR Locks Fields • 52 = Australian Tie Line • 53 = Australian Direct Gate Dial • 54 = DNIS • 64 = Directory Assistance Intercept • 65 = ISDN The TerminationType field in the Galaxy_Trunk_Call_Count Table (page 204) takes these values: Valid options include: • 8= Direct Inward Dial (DID) • 14 = Inter-tandem • 26 = Off-Network Access Line • 41 = Tie Line • 47 = Operator Service • 50 = Operator Service Feature Group D • 51 = Australian Off-Network Access Line • 52 = Australian Tie Line
Chapter 4: Field Values LabelType Fields Value Meaning 2 Script Lock(applies to an individual script) 3 Application lock (no longer used) Note: If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0. LabelType Fields The LabelType field in the Label Table (page 226) indicates the type of the routing label.
Chapter 4: Field Values Logical Interface Controller Fields 2) Value Meaning 6 Rockwell Galaxy without priority enhancements (r1.
Chapter 4: Field Values Network Vru Type Value Meaning 27 NEC NEAX 2x00 28 ACP 1000 29 Nortel Symposium 30 Enterprise Agent 31 Call Routing Service Protocol (CRSP) NIC 32 Ericsson MD110 33 able & Wireless Corp.
Chapter 4: Field Values Port Status Port Status The values for the Port Status field in the Dialer_Port_Real_Time Table (page 170) 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 too agent • 360 = customer conversation complete • 370 = agent completed with call Route Call Detail Fields This section has values for three fields in the
Chapter 4: Field Values Route Call Detail Fields Value Meaning 2 Teleset 3 Voice Response Unit (VRU) 4 Trunk Group 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= resultDefaultRoute - Call routing ended using a default route.
Chapter 4: Field Values Object Types: Security • 20= resultQueuedDialogFailure -The administrator asked to fail queued calls • 21= resultRouteAgentAndGroup - Call routing ended with a route to an agent in a specified group Value Meaning 0 Unknown 1 Trunk 2 Teleset 3 Voice Response Unit (VRU) 4 Trunk Group Object Types: Security Several tables related to security include an ObjectType field that indicates the type of object to which security is applied.
Chapter 4: Field Values Object Types: User Variable Object Type Values Meaning 2021 Enterprise Agent Group 2022 Network Trunk Group 2023 Service Array 2024 Device Target 2025 Logical Interface Controller 2026 User Variable 2027 User Formula 2028 Schedule Report 2029 Network VRU Script 2030 Scheduled Target 2031 Network VRU 2032 Expanded Call Variable 2033 Campaign 2034 Dialer 2035 Import Rule 2036 Query Rule 2100 System 2101 Network Interface 2102 Peripheral Global 2
Chapter 4: Field Values Object Types: User Variable • 8 = Enterprise Service • 9 = Enterprise Skill Group • 10 = Region • 11 = Dialed Number • 12 = Logical Interface Controller • 13 = Physical Interface Controller • 14 = Peripheral • 15 = Routing Client • 16 = Trunk Group • 17 = Route • 18 = Peripheral Target • 19 = Label • 20 = Master Script • 21 = Script Table • 22 = Script Table Column • 23 = Script • 24 = Schedule • 25 = ICR View • 26 = View Column • 27 = Network Trunk Group • 28 = Service Array • 29 =
Chapter 4: Field Values Peripheral Real Time Status Field • 35 = Network VRU • 36 = Skill Group Member • 37 = Expanded Call Variable • 38 = Agent Team • 39 = Campaign • 40 = Dialer • 41 = Import Rule • 42 = Query Rule • 43 = Campaign Query Rule • 44 = Dialer Port Map • 45 = Message Category • 46 = Message Destination • 47 = Response Template Peripheral Real Time Status Field The Status field in the Peripheral Real Time table (page 257) can take these values: The current failure state of the peripheral is
Chapter 4: Field Values Service Fields The JTAPI Subsystem reports “in service” if it can process calls and if all the configuration you specify can be initialized. It reports “out of service” if it is not configured, if the CTI Manager is down, or if all of its configuration could not be initialized. It reports “partial service” if some of its configuration could be initialize but not all of it.
Chapter 4: Field Values Service Real Time: Service Mode Indicator Field The value of the ServiceLevelType field indicates the type of service level calculation used. Value Meaning 0 Use default value from Peripheral record. 1 Ignore Abandoned Calls. Remove the abandoned calls from the calculation. 2 Abandoned Calls have negative impact. Treat abandoned calls as though they exceeded the service level threshold. 3 Abandoned Calls have positive impact.
Chapter 4: Field Values Target Types: Script Cross Reference and Scheduled Report Input Value Meaning 4 Closed with No Answer 5 Transition 6 Open 13 Pilot Status Other This field may also be used to encode overflow information for a Galaxy ACD. Target Types: Script Cross Reference and Scheduled Report Input For the Script Cross Reference Table (page 318) the TargetType field indicates the type of object referenced by the script.
Chapter 4: Field Values Target Types: Script Cross Reference and Scheduled Report Input Target Type Values Meaning 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 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 Rul
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields The Script_Cross_Reference.LocalID field indicates the script object that references the target. The Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced. Termination Call Detail: Call Disposition and CallDispositionFlag Fields The Termination_Call_Detail Table (page 407) has two fields that provide details on why the call was considered handled, abandoned, and so forth.
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields – The agent picked up the phone and then hung up without dialing digits. – Route requests were logged on the Call Manager PG that were not immediately redirected to an agent. • 5 = Abandoned Interflow In ICM, indicates an interflow call that dropped before the call could be handled by an answering resource. Interflow calls are calls between ACDs.
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields • 10 = Disconnect/drop no answer Only the Galaxy and Meridian PIMs support the disconnect/drop no answer call disposition. For Rockwell Galaxy ACDs, disconnect/drop no answer indicates that the PIM received a disposition of “failed routing” from the Galaxy MIS records. For the Meridian ACD, disconnect/drop no answer indicates that the ACD performed a “forced disconnect.
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields In ICM, this indicates the call was redirected such that the PIM no longer can receive events for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example, the call might have been redirected to a non-ICM monitored device and then returned to the switch with a different call ID.
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields In Outbound Option, this result code indicates the customer call was intercepted by the operator. • 22 = Time Out Supported only by the Lucent DEFINITY ECS and Nortel Meridian PIMs. Time out indicates that for an unknown reason the PIM is no longer receiving events for the call. The Time Out call disposition provides a way to “clean up” the call since events for the call can no longer be monitored.
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields If no events are being tracked for the call, the call is eventually timed out. The failed call is marked as a Forced Closed call in the ICM Service and Route tables. In IPCC Enterprise, generally indicates that Call Manager PG terminated the call because it had exceeded the time allowed for this state. (The default is 1 hour in the NULL state when agent has been removed, and 8 hours in the connected state.
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields The NewTask dialogue associated with the task was terminated before the Router could send a DoThisWithTask message to the application instance that issued the NewTask. • 36 = Task Abandoned Before Offered A task is abandoned before offered if the Start Task Timeout period for the task's "pre-call" message expired before the Agent PG received a Start or Offer Task message for the task.
Chapter 4: Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields 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.
Chapter 4: Field Values Termination Call Detail: Peripheral Call Type • 57 = Abandon Network Consult The Network Consult was never established (ringing, but not answered), and the agent gives up and reconnects. The CallDispositionFlag field provides detail on the call disposition.
Chapter 4: Field Values Termination Call Detail: Peripheral Call Type • 5 = Overflow In Does not apply to IPCC Enterprise. • 6 = Other In In IPCC Enterprise, used for inbound cals that do not have route information/call contenxt associated. Indicates that call did not come from and agent on the same peripheral. • 7 = Auto Out In Outbound option, indicates a Predictive /Progressive customer call. • 8 = Agent Out Does not apply to IPCC Enterprise.
Chapter 4: Field Values Termination Call Detail: Peripheral Call Type • 21 = Supervisor Monitor Does not apply to IPCC Enterprise. • 22 = Supervisor Whisper Does not apply to IPCC Enterprise. • 23 = Supervisor Barge In • 24 = Supervisor Intercept • 25 = Route by ICM Does not apply to IPCC Enterprise. • 26 = Route by Application Instance Does not apply to IPCC Enterprise. • 27 = Reservation Preview Call type for Outbound Option Reservation calls for Preview mode.
Chapter 4: Field Values Trunk Type • 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. Trunk Type The Type field in the Trunk Table (page 419) allows these values to indicate the type of trunk: • 1 = Local C.O.
Chapter 5 Database Rules Blended Agent Tables (Outbound Option) - Database Rules To see a list and an illustration of the Blended Options tables, click here (page 439). With the optional Outbound Option feature, you can configure a contact center for automated inbound and outbound calling activities. The Blended Agent Options (page 71) table contains all options that are global to a Blended Agent deployment, such as time parameters for calling a contact.
Chapter 5: Database Rules Device Tables - Database Rules The Campaign Query Rule Real Time (page 137) and Campaign Query Rule Half Hour (page 134) tables provide statistics on particular Campaign-Query Rule combinations. The Query Rule Clause (page 268) table contains the SQL rules associated with each query rule. There is a single row for each configured query rule. The Query Rule (page 266) table is a cross-reference table between Query Rule Clause table and the Import Rule table.
Chapter 5: Database Rules Device Tables - Database Rules A Logical Interface Controller (page 230) is either a Peripheral Gateway (PG) or a Network Interface Controller (NIC) . Each logical interface controller maps to a Physical Interface Controller (page 265). If NICs are duplexed, each NIC in the duplexed pair maps to a separate Physical Interface Controller. A duplexed pair of PGs share a single Physical Interface Controller.
Chapter 5: Database Rules Enterprise Tables - Database Rules Enterprise Tables - Database Rules To see an illustration and a list of the Enterprise tables, click here (page 443). Each Route (page 277) can belong to one or more Enterprise Routes (page 173). The Enterprise Route Member (page 174) table maps Routes to Enterprise Routes. Each Skill Group (page 364) can belong to one or more Enterprise Skill Groups (page 176).
Chapter 5: Database Rules Media Routing Tables - Database Rules For each DNIS value, Galaxy DNIS (page 189) records are generated. For each defined transaction code, Galaxy Transaction Code (page 203) records are generated. For each alarm message output by the Calls or Reports processor, a Galaxy Alarm (page 187) record is generated. Media Routing Tables - Database Rules To see an illustration and a list of of the Media Routing tables, click here (page 446).
Chapter 5: Database Rules Schedule Tables - Database Rules and a DNIS value to send with it. A scheduled target is a destination for which the ICM/IPCC knows only the number of scheduled resources and the number of calls in progress. For each scheduled target, the ICM/IPCC maintains Scheduled Target Real Time data. The routing client presents the ICM/IPCC with a Dialed Number (page 156). A dialed number can be an 800 number such as 800-555-1234, or a string such as "RTE.007.
Chapter 5: Database Rules Script Tables - Database Rules The Import Schedule (page 225) table defines import processes to be run automatically at specified times. The Import Log (page 216) table contains information about these import processes. A schedule may recur daily, weekly, monthly, etc. The Recurring Schedule Map (page 270)describes a recurrence pattern for a schedule. The Schedule Report (page 312) table describes the export report.
Chapter 5: Database Rules Security Tables - Database Rules Security Tables - Database Rules To see an illustration and a list of all tables in the Security category, click here (page 455). You might choose to restrict access to some objects in the ICM/IPCC database to specific users, specific groups of users, or to a specific entity (such as a division within a company). The enterprise consists of one or more entities. The Business Entity (page 73) tables define the entities within an enterprise.
Chapter 5: Database Rules System Tables - Database Rules The Agent Team Supervisor (page 57) table is a configuration table that specifies the mapping of supervisors to agent teams. For agents that are not associated with an ACD, you can define Agent Desk Settings (page 17), which specify features available and how the ICM handles certain state changes for an agent. A Person (page 263) record provides primary identification and authentication for all system users, including both agents and administrators.
Chapter 5: Database Rules User Preferences Tables - Database Rules The ICR Locks (page 213) table contains a row for each database lock currently held. The Logger Admin (page 227) table maintains information about scheduled administration jobs run on the central database by the ICM/IPCC software. The Logger Meters (page 228) table contains performance information about the Logger process.
Chapter 5: Database Rules VRU Micro-Applications Tables - Database Rules The Cfg_Mngr_User_Settings (page 146) table holds specific ICM Configuration Manager settings for each user of the Configuration Manager tool. Each row in this table specifies the personal settings for one user (for example, whether or not the user want to save the Configuration Manager desktop settings in place when Configuration Manager is closed).
Chapter 5: Database Rules VRU Micro-Applications Tables - Database Rules Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Chapter 6 ICM/IPCC Database Troubleshooting This chapter discusses some common ICM/IPCC Database related problems, their causes, and some possible solutions. To assist in diagnosis of a problem, the following information may be helpful. • Dump Log • SQL Server perfmon log • SQL trace log and error log • Table sizes for tables in your database • Space used by your database • Logger registry key dump • VS .
Chapter 6: ICM/IPCC Database Troubleshooting Reporting queries need to be kept to a reasonable size or system performance will be impacted adversely, particularly for especially large queries such as call detail or ECC tables. Action: Reduce the size of your query, or break your query into multiple queries. Logger Exit Symptom: The logger exits after local time has been stopped for few milliseconds Message: Cause: The SQL server is busy.
Chapter 6: ICM/IPCC Database Troubleshooting During initialization, the Router process rejects the configuration data load from logger. Message: Cause: This occurs because the Logger is busy and does not send a heartbeat to the Router. The Router waits for the heartbeat for 2 minutes (the default interval), doesn't receive a heartbeat, and finally rejects the data.
Chapter 6: ICM/IPCC Database Troubleshooting Message: “Fail: Assertion failed: syncMsg.UpdateKey == g.checksumInfo.updateKey”. Cause: The Config_Message_Log table in the logger database is empty. Action: Open icm\install\sysinit.sqlfile. Copy the insert statement for Config_Message_Log table and run the same on the logger database. Recovery Process Assert Symptom: The Recovery process asserts with the following message Message: “Fail: Assertion failed: (keytop - keybase) >= 0.0.
Chapter 6: ICM/IPCC Database Troubleshooting If the distributor is in different domains, ensure that the CICM AWs are in the same domain as the NAM or establish a mutual trust between the two domains.
Chapter 6: ICM/IPCC Database Troubleshooting Message: Cause: The data and log size discrepancy shown between Logger A and Logger B database is normal, for the following reasons: • The historical data content could differ depending how accuracy will be recovery synchronization between Logger A and Logger B. • SQL server may manage the data and log pages differently on each system • The data checkpoint mechanism in effect at a particular time may cause differences. Action: No action required.
Chapter 6: ICM/IPCC Database Troubleshooting Action: Examine the Application and System logs from the NT Event Log service, and, if the error looks like a SQL Error, include the SQL Server logs from the time of the event as well. Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Chapter 6: ICM/IPCC Database Troubleshooting Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Glossary 30-minute interval Half-hour statistics within the ICM database are updated at 30 minute intervals. The first such interval for each day begins at 12:00 midnight and ends at 12:30 AM. The date and time at the start of the 30 minute interval is saved with the data. This allows you to look back at previous 30 minute intervals. During a 30 minute interval, statistics accumulate in real time tables (for example, Service Real Time).
Glossary Routability refers to whether the ICM or the Web Collaboration Option or E-Mail Manager Option is configured to assign tasks to the agent. If ICM software is configured to assign the task, it both routes and reports on the task. An agent might be in Routable (ICM software is configured to assign tasks to the agent) or Not Routable (the Web Collaboration Option or E-Mail Manager Option is configured to assign tasks to the agent) mode for each MRD to which he/she belongs.
Glossary Automatic Number Identification (ANI) A feature that provides the billing phone number of the phone from which a call originated or the phone number itself. When qualifying calls, the ICM software compares the ANI to the calling line ID value specified for a call type. Available An agent is Available, or eligible to be assigned a task in this MRD, if the agent meets all of these conditions: The agent is in any state other than Not Ready state for this MRD.
Glossary CallRouter The process within the ICM software that executes routing scripts to determine the destinations for calls. Each side of a duplexed Central Controller includes a CallRouter process. The CallRouter may run on the same machine as the Logger or on a separate machine. Call type A category of incoming calls. A call type is determined by the call qualifiers: dialed number (DN), caller-entered digits (CED), and calling line ID (CLID).
Glossary CTI Gateway The ICM process that acts a server for CTI clients to communicate with the ICM software. The CTI Gateway process may run on the same computer as the Peripheral Gateway process or on a separate computer. Customer ICM (CICM) An instance of the Intelligent Contact Management (ICM) software that routes calls for one or more specific customers in response to requests from a Network Applications Manager (NAM). Deleted field Many tables include a Deleted field.
Glossary Enterprise name A character-string name commonly used to identify an object in the ICM database. An enterprise name must be unique among all objects of a specific type. (For example, each service must have an enterprise name that is unique among all services.) An enterprise name can be up to 32 characters. The valid characters are upper-case and lower-case letters, digits, periods (.) and underlines (_). The first character of the name must be a letter or digit.
Glossary Foreign Exchange Service (FX) A trunk type that connects a call center with a central office in a remote exchange. This allows callers in that remote exchange to directly access the call center without using an inter-exchange carrier. Gateway SQL An optional ICM feature that allows you to read data from an external database and use that information within an ICM routing script or administrative script. For example, you can check the calling line ID for each call against your customer database.
Glossary Message Delivery System (MDS) The facilities used by ICM nodes to communicate with each other. The MDS plays a key role in keeping duplexed components synchronized. Mode An agent has a mode with respect to each Media Routing Domain the agent is logged in to. These modes are either routable or not routable. If the mode is routable, the ICM controls the agent and assigns tasks to the agent.
Glossary Not Ready state A state in which agents are logged on but are neither involved in any call handling activity nor available to handle a call. Offered calls The total number of incoming calls and internal calls sent to a specific route, service, or skill group. In real-time data, a call is counted as offered as soon as it is sent to a route or service.
Glossary Peripheral target A combination of a trunk group and a DNIS value. A peripheral target is associated with a service, skill group, agent, or translation route at a peripheral. Each peripheral target is also associated with a route that can be returned by a routing script. Note that peripheral target refers to a trunk group and DNIS value. Skill target refers to the entity at the peripheral to which the call is dispatched.
Glossary Route A route is a value returned by a routing script that maps to a target at a peripheral. The PG maps the route based on the Trunk Group and DNIS. The target at a peripheral can be a service, skill group, agent, or translation route. Routing script A script that the ICM software executes to choose a destination for a call. Use the Script Editor to create and modify routing scripts.
Glossary Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.
Database Field Name Index Abandoned10 Database Field Name Index AbandInterval1 Call_Type_Half_Hour Table ....76 AbandInterval10 Call_Type_Half_Hour Table ....76 AbandInterval2 Call_Type_Half_Hour Table ....76 AbandInterval3 Call_Type_Half_Hour Table ....76 AbandInterval4 Call_Type_Half_Hour Table ....76 AbandInterval5 Call_Type_Half_Hour Table ....76 AbandInterval6 Call_Type_Half_Hour Table ....76 AbandInterval7 Call_Type_Half_Hour Table ....76 AbandInterval8 Call_Type_Half_Hour Table ....
Database Field Name Index Campaign Table ....125 AbandonHoldCallsOutToHalf Skill_Group_Half_Hour Table....371 AbandonHoldCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 AbandonHoldOutCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 AbandonPercent Campaign Table ....125 AbandonRingCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 AbandonRingCallsToHalf Skill_Group_Half_Hour Table....371 AbandonRingTimeToHalf Agent_Skill_Group_Half_Hour Table ....
Database Field Name Index AccessType Script_Table Table....323 AccountNumber Dialer_Detail Table....163 Dialer_Port_Real_Time Table....170 ACDPeripheralID Vru_Port_Map Table....437 ACDPort Vru_Port_Map Table....437 ACDTrunkID Vru_Port_Map Table....437 ActiveCTIServerTimeToHalf Peripheral_Half_Hour Table....254 ActivePeripheralDataTimeToHalf Peripheral_Half_Hour Table....254 ActivePeripheralTimeToHalf Peripheral_Half_Hour Table....254 ActivePGAgentSideATimeToHalf Physical_Controller_Half_Hour Table....
Database Field Name Index Skill_Group_Half_Hour Table....371 AgentOutCallsTimeTo5 Skill_Group_Real_Time Table....392 AgentOutCallsTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 AgentOutCallsTo5 Skill_Group_Real_Time Table....392 AgentOutCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 AgentPeripheralNumber Dialer_Detail Table....163 AgentPeripheralNumber Termination_Call_Detail Table....
Database Field Name Index AlarmProcessor Galaxy_Alarm Table....187 AlarmSubcode Galaxy_Alarm Table....187 AlarmTime Galaxy_Alarm Table....187 AllowMultipleAppInstances Cfg_Mngr_User_Desktop_Snap Table ....144 AllTrunksBusyHalf Network_Trunk_Group_Real_Time Table....242 Trunk_Group_Real_Time Table....424 AllTrunksBusyTime Galaxy_Trunk_IGroup Table....205 AllTrunksBusyToday Network_Trunk_Group_Real_Time Table....242 AllTrunksBusyToday Trunk_Group_Real_Time Table....
Database Field Name Index Campaign_Query_Rule_Half_Hour Table ....134 AnswerTo5 Routing_Client_Five_Minute Table....299 AnswerWaitTimeHalf Call_Type_Half_Hour Table ....76 Call_Type_Real_Time Table ....101 Service_Real_Time Table....347 AnswerWaitTimeHalf Route_Real_Time Table....292 AnswerWaitTimeTo5 Service_Real_Time Table....347 AnswerWaitTimeTo5 Call_Type_Real_Time Table ....101 Skill_Group_Real_Time Table....392 AnswerWaitTimeTo5 Route_Real_Time Table....
Database Field Name Index Campaign_Query_Rule_Real_Time Table....137 Author Script Table....317 AutoAnswerEnabled Agent_Desk_Settings Table ....17 AutoAnswerReservationCall Campaign_Skill_Group Table ....139 AutoOutCallsHalf Service_Real_Time Table....347 AutoOutCallsNow Service_Real_Time Table....347 AutoOutCallsOnHoldHalf Service_Real_Time Table....347 AutoOutCallsOnHoldTimeHalf Service_Real_Time Table....347 AutoOutCallsOnHoldTimeTo5 Service_Real_Time Table....
Database Field Name Index Skill_Group_Real_Time Table....392 AvailableHoldoffDelay Route_Five_Minute Table....285 Peripheral Table....250 Route_Real_Time Table....292 Skill_Group Table....364 Service_Five_Minute Table....330 AvailableInMRD Agent_Real_Time Table ....29 AvailableInMRDTimeToHalf Agent_Half_Hour Table ....24 AvailableTime Galaxy_Agent_IGroup Table....183 AvailAfterIncoming Agent_Desk_Settings Table ....17 AvailAfterOutgoing Agent_Desk_Settings Table ....
Database Field Name Index AvgRouterDelayQTo5 Call_Type_Real_Time Table ....101 AvgRouterDelayQToday Call_Type_Real_Time Table ....101 AvgRouterDelayQToHalf Call_Type_Half_Hour Table ....76 AvgSpeedAnswerTo5 Route_Real_Time Table....292 AvgSpeedAnswerTo5 Service_Real_Time Table....347 AvgSpeedAnswerTo5 Route_Five_Minute Table....285 Service_Five_Minute Table....330 AvgSpeedAnswerToHalf Route_Half_Hour Table....288 Service_Half_Hour Table....334 AvgTalkTimeTo5 Import_Rule_Real_Time Table....
Database Field Name Index BucketIntervalID Bucket_Intervals Table ....72 Call_Type Table ....74 Call_Type_Half_Hour Table ....76 ICR_Globals Table....209 Buf Dialer_Half_Hour Table....166 CallbackDateTime Dialer_Detail Table....163 CallbackMessagesTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Rename Table....277 BusyCallback Campaign Table ....125 BusyCount Campaign_Query_Rule_Real_Time Table....137 BusyDetectToday Dialer_Real_Time Table....171 BusyDetectToHalf Dialer_Half_Hour Table....
Database Field Name Index Dialer_Detail Table....163 Network_Trunk_Group_Half_Hour Table....240 Galaxy_DNIS Table....189 Trunk_Group_Half_Hour Table....422 CallDuration Galaxy_PBX Table....200 CalledPartyBusyTo5 Routing_Client_Five_Minute Table....299 CallEventReportTo5 Routing_Client_Five_Minute Table....299 CallGapTo5 Routing_Client_Five_Minute Table....299 CallInProgress Agent_Real_Time Table ....29 CallLegID Network_Event_Detail Table....237 CallResult Dialer_Detail Table....
Database Field Name Index CallsAnsweredToday Route_Real_Time Table....292 CallsAnsweredToday Call_Type_Real_Time Table ....101 Service_Real_Time Table....347 Skill_Group_Real_Time Table....392 CallsHandledTo5 Route_Five_Minute Table....285 Route_Five_Minute Table....285 Service_Real_Time Table....347 Service_Five_Minute Table....330 CallsAnsweredToday Service_Five_Minute Table....330 CallsAnsweredToHalf Call_Type_Half_Hour Table ....76 CallsHandledToday Call_Type_Real_Time Table ....
Database Field Name Index Service_Five_Minute Table....330 CallsIncomingToHalf Service_Half_Hour Table....334 CallsIncomingToHalf Route_Half_Hour Table....288 CallsInHalf Network_Trunk_Group_Real_Time Table....242 CallsInHalf Trunk_Group_Real_Time Table....424 CallsInNow Network_Trunk_Group_Real_Time Table....242 CallsInNow Service_Real_Time Table....347 CallsInNow Trunk_Group_Real_Time Table....424 CallsInProgress Skill_Group_Real_Time Table....392 CallsInProgress Peripheral_Real_Time Table....
Database Field Name Index Peripheral_Half_Hour Table....254 Route_Half_Hour Table....288 Skill_Group_Half_Hour Table....371 CallsOutHalf Network_Trunk_Group_Real_Time Table....242 Service_Real_Time Table....347 CallsOutHalf Trunk_Group_Real_Time Table....424 CallsOutNow Network_Trunk_Group_Real_Time Table....242 Service_Real_Time Table....347 CallsOutNow Trunk_Group_Real_Time Table....424 CallsOutTo5 Service_Real_Time Table....347 CallsOutToday Network_Trunk_Group_Real_Time Table....
Database Field Name Index Script_Five_Minute Table....320 CallsRoutedToday Route_Five_Minute Table....285 Service_Real_Time Table....347 CallsRoutedToday Call_Type_Real_Time Table ....101 Peripheral_Real_Time Table....257 CallsRoutedToday CallTypeAbandonCallWaitTime ICR_Globals Table....209 CallTypeID Default_Call_Type Table....154 Dialed_Number_Map Table....158 CallTypeID Call_Type_Half_Hour Table ....76 Call_Type_Map Table ....100 Route_Real_Time Table....292 Call_Type_Real_Time Table ....
Database Field Name Index CancelledDetectHalf Dialer_Real_Time Table....171 CancelledDetectToHalf Class_Security Table....149 Configuration_Limit Table....151 Campaign_Query_Rule_Half_Hour Table ....134 Device_Target Table....155 Dialer_Half_Hour Table....166 Dial_Number_Plan Table....160 Category Enterprise_Service Table....175 Application_Event Table ....58 Enterprise_Skill_Group Table....176 Event Table....177 Feature_Control_Set Table....181 CCDomainName ICR_Globals Table....
Database Field Name Index Network_Vru Table....244 Agent_Distribution Table ....22 Network_Vru_Script Table....246 Agent_Team Table....55 Peripheral Table....250 Announcement Table ....57 Peripheral_Monitor Table....256 Application_Gateway Table....60 Person Table....263 Application_Gateway_Globals Table ....63 Physical_Interface_Controller Table....265 Application_Instance Table ....66 Query_Rule Table....266 Application_Path Table....67 Reason_Code Table ....269 Bucket_Intervals Table ....
Database Field Name Index ICR_Globals Table....209 CLIDMaskingRemoveDigits ICR_Globals Table....209 ClientType Logical_Interface_Controller Table....230 Peripheral Table....250 Routing_Client Table....297 ClosedCount Campaign_Query_Rule_Real_Time Table....137 Color Region_View_Member Table....276 ColumnName Script_Table_Column Table....324 ColumnNumber View_Column Table....433 Command Application_Gateway_Connection Table....61 CommandParam Application_Gateway_Connection Table....
Database Field Name Index Network_Vru_Script Table....246 Peripheral Table....250 Routing_Client Table....297 Trunk_Group Table....420 ConnectInfo Application_Gateway_Connection Table....61 ConnectTo5 Routing_Client_Five_Minute Table....299 ConsultativeCallsTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 ConsultativeCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 ContactsAttemptedToHalf Campaign_Query_Rule_Half_Hour Table ....
Database Field Name Index CustomerId Application_Event Table ....58 Agent_Event_Detail Table ....23 Event Table....177 Agent_Half_Hour Table ....24 CustomerIdShadow Master_Script Table....232 CustomerNotHomeCallback Campaign Table ....125 CustomerNotHomeCount Agent_Real_Time Table ....29 Agent_Skill_Group_Half_Hour Table ....34 Agent_Skill_Group_Real_Time Table....48 Application_Gateway_Half_Hour Table ....65 Call_Type_Half_Hour Table ....76 Campaign_Query_Rule_Real_Time Table....
Database Field Name Index Galaxy_Alarm Table....187 Galaxy_DNIS Table....189 Galaxy_Gate Table....190 Galaxy_Gate_Delayed_Call Table....193 Galaxy_Overflow Table....196 Galaxy_PBX Table....200 Galaxy_Single_Trunk Table....202 Galaxy_Trunk_Call_Count Table....204 Galaxy_Trunk_IGroup Table....205 ICR_Locks Table....213 Import_Rule_Real_Time Table....224 Network_Event_Detail Table....237 Peripheral_Half_Hour Table....254 Route_Call_Variable Table....283 Route_Half_Hour Table....288 Route_Real_Time Table....
Database Field Name Index Service_Half_Hour Table....334 DbDateTime Route_Call_Variable Table....283 Termination_Call_Detail Table....407 DbDateTime Agent_Event_Detail Table ....23 Agent_Half_Hour Table ....24 Call_Type_Real_Time Table ....101 DelayAgentAbandTimeToHalf Call_Type_Half_Hour Table ....76 DelayBeforeQueue Peripheral_Target Table....261 DelayQAbandTimeHalf Agent_Skill_Group_Half_Hour Table ....34 Call_Type_Half_Hour Table ....76 Application_Gateway_Half_Hour Table ....
Database Field Name Index Dialer Table....161 Description Import_Rule Table....217 Dialed_Number_Map Table....158 Logical_Interface_Controller Table....230 Schedule_Map Table....312 Peripheral Table....250 Script_Table_Column Table....324 Physical_Interface_Controller Table....265 Service Table....325 Route Table....277 Description Service Table....325 Agent Table....15 Trunk_Group Table....420 Agent_Desk_Settings Table ....17 Deleted Agent_Team Table....55 Agent Table....
Database Field Name Index Network_Trunk_Group Table....239 Peripheral Table....250 Peripheral_Target Table....261 Person Table....263 Query_Rule Table....266 Region Table....272 DeviceTargetType Device_Target Table....155 DialedNumber Campaign_Skill_Group Table ....139 DialedNumberID Region_View Table....275 Dialed_Number Table....156 Routing_Client Table....297 Dialed_Number_Map Table....158 Schedule Table....305 Dial_Number_Plan Table....160 Schedule_Report Table....
Database Field Name Index DialingMode Dialer_Detail Table....163 DialNumberPlanID Dial_Number_Plan Table....160 DialNumberPlanType Dial_Number_Plan Table....160 DialogErrorConfTo5 Routing_Client_Five_Minute Table....299 DialogFailTo5 Routing_Client_Five_Minute Table....299 DialStartHours Blended_Agent_Options Table ....71 DialStartMinutes Blended_Agent_Options Table ....71 DialString Dial_Number_Plan Table....160 DialToneDetectEnabled Dialer Table....161 DigitsDialed Termination_Call_Detail Table....
Database Field Name Index Schedule_Import_Real_Time Table....309 Double8 Schedule_Import Table....307 Schedule_Import_Real_Time Table....309 Double9 Schedule_Import Table....307 Schedule_Import_Real_Time Table....309 DSTLocation Campaign Table ....125 DTMFTermKey Vru_Defaults Table....435 Duration Termination_Call_Detail Table....407 Duration Network_Event_Detail Table....237 Duration Event Table....177 Dword5 Application_Event Table ....58 ECCArray Expanded_Call_Variable Table....
Database Field Name Index Import_Rule_History Table....223 EndDay Admin_Script_Schedule_Map Table....13 EndDay Recurring_Schedule_Map Table....270 EndHour Admin_Script_Schedule_Map Table....13 EndHour Recurring_Schedule_Map Table....270 EndHours Campaign_Query_Rule Table ....131 EndMinute Admin_Script_Schedule_Map Table....13 EndMinute Recurring_Schedule_Map Table....270 EndMinutes Campaign_Query_Rule Table ....131 EndMonth Customer_Definition Table....153 Enterprise_Service Table....
Database Field Name Index ICR_Instance Table....212 ICR_View Table....215 Media_Routing_Domain Table....234 Network_Vru_Script Table....246 ErrorCountToday Call_Type_Real_Time Table ....101 ErrorCountToHalf Route Table....277 Call_Type_Half_Hour Table ....76 Service_Array Table....328 Call_Type_Real_Time Table ....101 Skill_Group Table....364 Translation_Route Table....418 Trunk_Group Table....420 ErrorsToHalf Application_Gateway_Half_Hour Table ....65 ErrorThreshold User_Formula Table....
Database Field Name Index Trunk_Group Table....420 ExternalAuthentication ICR_Globals Table....209 ExternalScriptValidation ICR_Globals Table....209 FaultTolerance Application_Gateway Table....60 FaxDetectCount Campaign_Query_Rule_Real_Time Table....137 FaxDetectHalf Dialer_Real_Time Table....171 FaxDetectToHalf Dialer_Half_Hour Table....166 FaxDetectToHalf Campaign_Query_Rule_Half_Hour Table ....134 FeatureSetData Feature_Control_Set Table....181 FeatureSetID Feature_Control_Set Table....
Database Field Name Index Recovery Table....270 FunctionName Logger_Admin Table ....227 FutureUseFloat1 Campaign Table ....125 FutureUseFloat2 Campaign Table ....125 FutureUseFloat3 Campaign Table ....125 FutureUseInt1 Blended_Agent_Options Table ....71 Campaign Table ....125 Campaign_Query_Rule Table ....131 Campaign_Query_Rule_Half_Hour Table ....134 Campaign_Query_Rule_Real_Time Table....137 Campaign_Skill_Group Table ....139 Campaign_Target_Sequence Table....141 Dialer Table....
Database Field Name Index Import_Rule Table....217 Campaign_Query_Rule_Half_Hour Table ....134 Import_Rule_Clause Table....221 Campaign_Query_Rule_Real_Time Table....137 Import_Rule_History Table....223 Campaign_Skill_Group Table ....139 Import_Rule_Real_Time Table....224 Campaign_Target_Sequence Table....141 Query_Rule Table....266 Dialer Table....161 Query_Rule_Clause Table....268 Dialer_Half_Hour Table....166 Skill_Group_Real_Time Table....392 Dialer_Port_Map Table....
Database Field Name Index Campaign_Target_Sequence Table....141 Dialer Table....161 Dialer_Port_Map Table....169 Import_Rule Table....217 Import_Rule_Clause Table....221 Query_Rule Table....266 Query_Rule_Clause Table....268 FutureUseVarchar3 Blended_Agent_Options Table ....71 Campaign Table ....125 Campaign_Query_Rule Table ....131 Campaign_Skill_Group Table ....139 Campaign_Target_Sequence Table....141 Dialer Table....161 Dialer_Port_Map Table....169 Import_Rule Table....217 Import_Rule_Clause Table....
Database Field Name Index Agent_Skill_Group_Half_Hour Table ....34 Application_Gateway_Connection Table....61 Skill_Group_Half_Hour Table....371 Application_Gateway_Globals Table ....63 HandledOver180 Galaxy_Gate_Delayed_Call Table....193 HandleTimeHalf Service_Real_Time Table....347 HandleTimeHalf Call_Type_Half_Hour Table ....76 Call_Type_Real_Time Table ....101 Route_Real_Time Table....292 HandleTimeTo5 Call_Type_Real_Time Table ....101 Route_Real_Time Table....292 Service_Real_Time Table....
Database Field Name Index Histogram4 Routing_Client_Five_Minute Table....299 Histogram5 Routing_Client_Five_Minute Table....299 Histogram6 Routing_Client_Five_Minute Table....299 Histogram7 Routing_Client_Five_Minute Table....299 Histogram8 Routing_Client_Five_Minute Table....299 Histogram9 Routing_Client_Five_Minute Table....299 HitRate Campaign_Query_Rule Table ....131 HitRateEnabled Campaign_Query_Rule Table ....131 Hold Skill_Group_Real_Time Table....392 HoldTime Termination_Call_Detail Table....
Database Field Name Index ICRInstanceID ICR_Instance Table....212 ICRInstanceID ICR_Node Table....214 Label Table....226 ICRInstanceID Import_Rule Table....217 ImportScheduleID Import_Schedule Table....225 ImportType Import_Rule Table....217 InCalls Application_Gateway Table....60 Galaxy_PBX Table....200 Customer_Definition Table....153 IncomingCallsOnHoldTimeToHalf ICRNodeID ICR_Node Table....214 ICRType ICR_Globals Table....209 ICRViewID Schedule Table....305 ICRViewID ICR_View Table....
Database Field Name Index Trunk_Group_Half_Hour Table....422 Instance User_Variable Table....431 InstrumentPortNumber Termination_Call_Detail Table....407 InterceptCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 InterDigitTimeout Vru_Defaults Table....435 InternalCallsOnHoldTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 InternalCallsOnHoldToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....
Database Field Name Index Trunk_Group_Half_Hour Table....422 InUseOutboundTimeHalf Network_Trunk_Group_Real_Time Table....242 Trunk_Group_Real_Time Table....424 InUseOutboundTimeToday Network_Trunk_Group_Real_Time Table....242 InUseOutboundTimeToday Trunk_Group_Real_Time Table....424 InUseOutboundTimeToHalf Network_Trunk_Group_Half_Hour Table....240 InUseOutboundTimeToHalf Trunk_Group_Half_Hour Table....422 InvalidEntryTries Vru_Defaults Table....435 IPAMDEnabled Campaign Table ....
Database Field Name Index ICR_Instance Table....212 LateCallsTo5 Routing_Client_Five_Minute Table....299 LatesToHalf Application_Gateway_Half_Hour Table ....65 LateThreshold Routing_Client Table....297 LateTimeout Application_Gateway_Connection Table....61 Application_Gateway_Globals Table ....63 LeaveMessageEnabled Campaign Table ....125 Length Script Table....317 Length Import_Rule_Clause Table....221 User_Formula Table....426 LinesPerAgent Campaign Table ....
Database Field Name Index Physical_Interface_Controller Table....265 Routing_Client Table....297 Translation_Route Table....418 LogicalControllerType Logical_Interface_Controller Table....230 LoginCaseUnique ICR_Globals Table....209 LoginDateTime Agent_Event_Detail Table ....23 LoginDuration Agent_Logout Table....28 LoginDuration Agent_Skill_Group_Logout Table ....47 LoginEnabled Person Table....263 LoginName Cfg_Mngr_User_Settings Table....146 LoginName Person Table....263 Schedule_Source Table....
Database Field Name Index Schedule_Import_Real_Time Table....309 Long3 Recurring_Schedule_Map Table....270 Schedule_Import Table....307 Schedule_Import_Real_Time Table....309 Long4 Recurring_Schedule_Map Table....270 Schedule_Import Table....307 Schedule_Import_Real_Time Table....309 Long5 Schedule_Import Table....307 Schedule_Import_Real_Time Table....309 Long6 Schedule_Import Table....307 Schedule_Import_Real_Time Table....309 Long7 Schedule_Import Table....307 Schedule_Import_Real_Time Table....
Database Field Name Index Campaign Table ....125 MaxBusyAttempts Campaign Table ....125 MaxCallsInProgress Scheduled_Target_Real_Time Table....316 MaxCallsInProgress Peripheral_Half_Hour Table....254 MaxCallsInQueue Media_Routing_Domain Table....234 MaxCallsInQueuePerCallType Media_Routing_Domain Table....234 MaxCorrelationNumber ICR_Globals Table....209 MaxDelay Routing_Client_Five_Minute Table....299 MaxDelayToHalf Application_Gateway_Half_Hour Table ....65 MaximumArraySize Expanded_Call_Variable Table..
Database Field Name Index Mode Peripheral_Real_Time Table....257 MondayEnabled Import_Rule Table....217 MonitorCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 MonthlyEnabled Import_Rule Table....217 MonthOfYear Admin_Script_Schedule_Map Table....13 MonthOfYear Recurring_Schedule_Map Table....270 MRDomainID Agent_State_Trace Table....49 Name Class_List Table....149 Name Object_List Table....248 NetConferencedOutCallsToHalf Agent_Skill_Group_Half_Hour Table ....
Database Field Name Index NetworkAnsMachineDetectToHalf Campaign_Query_Rule_Half_Hour Table ....134 Dialer_Half_Hour Table....166 NetworkBusyTo5 Routing_Client_Five_Minute Table....299 NetworkDefaultRoutedToday Call_Type_Real_Time Table ....101 NetworkDefaultRoutedToHalf Call_Type_Half_Hour Table ....76 NetworkDefaultRoutedToHalf Call_Type_Real_Time Table ....101 NetworkDefaultTo5 Routing_Client_Five_Minute Table....299 NetworkICRInstanceID ICR_Instance Table....212 NetworkOnRoute1 Galaxy_Overflow Table...
Database Field Name Index Announcement Table ....57 Peripheral_Target Table....261 Route_Call_Detail Table....278 Scheduled_Target_Real_Time Table....316 NetworkTargetType Network_Target Table....238 NetworkTime Termination_Call_Detail Table....407 NetworkTransferPreferred Routing_Client Table....297 NetworkTrunkGroupID Network_Trunk_Group Table....239 Network_Trunk_Group_Half_Hour Table....240 Network_Trunk_Group_Real_Time Table....242 Peripheral_Target Table....261 NetworkTrunkGroupID Trunk_Group Table..
Database Field Name Index Skill_Group_Five_Minute Table....368 NotReadyTimeTo5 Skill_Group_Real_Time Table....392 NotReadyTimeTo5 Skill_Group_Five_Minute Table....368 NotReadyTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 NotReadyTimeToHalf Agent_Half_Hour Table ....24 NowTime Controller_Time Table....152 NullEnabled Import_Rule_Clause Table....221 NumAgentsInterruptedNow Skill_Group_Real_Time Table....392 NumAlternateCallConfTo5 Routing_Client_Five_Minute Table....
Database Field Name Index ObjectAccessXrefID Object_Access_Xref Table....247 ObjectID Ids Table....216 ObjectID ClassID_To_ObjectType Table....150 Group_Security_Control Table....208 Object_Security Table....249 User_Security_Control Table....429 ObjectSecurityID Object_Security Table....249 ObjectType ClassID_To_ObjectType Table....150 Group_Security_Control Table....208 Ids Table....216 Object_Access_Xref Table....247 ObjectType Object_List Table....248 ObjectType Object_Security Table....
Database Field Name Index Galaxy_Agent_IGroup Table....183 Galaxy_Gate Table....190 Galaxy_Trunk_IGroup Table....205 OutCallTime Galaxy_Agent_Performance Table....185 OutODCallsAccepted Galaxy_Trunk_IGroup Table....205 OutODCallsRejected Galaxy_Trunk_IGroup Table....205 OverflowAgents Campaign_Skill_Group Table ....139 OverflowCallWorkTime Galaxy_Gate Table....190 OverflowHandled Galaxy_Gate Table....190 OverflowInHalf Service_Real_Time Table....347 OverflowInMode Service_Real_Time Table....
Database Field Name Index Peripheral_Monitor Table....256 ParentObjectID Ids Table....216 ParentObjectType Ids Table....216 ParentRegionID Region_Member Table....274 PartitioningIndicator ICR_Globals Table....209 Password Person Table....263 PathName Schedule_Report Table....312 PeerNodeID Cfg_Mngr_View Table....147 Penetration Campaign_Query_Rule Table ....131 PenetrationEnabled Campaign_Query_Rule Table ....131 PercentUtilizationTo5 Skill_Group_Five_Minute Table....368 Skill_Group_Real_Time Table....
Database Field Name Index Galaxy_Single_Trunk Table....202 Peripheral Table....250 Peripheral_Real_Time Table....257 PeripheralID PeripheralName Skill_Group Table....364 PeripheralName Agent Table....15 Galaxy_Transaction_Code Table....203 Service Table....325 Peripheral_Default_Route Table....253 Trunk_Group Table....420 Peripheral_Half_Hour Table....254 PeripheralNumber Peripheral_Monitor Table....256 Agent Table....15 Service Table....325 Service Table....325 PeripheralID Agent Table....
Database Field Name Index Galaxy_Gate Table....190 PeriphServiceLevelCallsHalf Service_Real_Time Table....347 PeriphServiceLevelCallsToday Service_Real_Time Table....347 PeriphServiceLevelCallsToHalf Service_Half_Hour Table....334 PeriphServiceLevelHalf Service_Real_Time Table....347 PeriphServiceLevelOfferHalf Service_Real_Time Table....347 PeriphServiceLevelOfferToday Service_Real_Time Table....347 PeriphServiceLevelOfferToHalf Service_Half_Hour Table....334 PeriphServiceLevelTo5 Service_Real_Time Table.
Database Field Name Index Galaxy_Agent_Call_Count Table....182 Galaxy_Agent_Performance Table....185 Service_Real_Time Table....347 PreviewCallsOnHoldTimeToHalf Galaxy_PBX Table....200 Agent_Skill_Group_Half_Hour Table ....34 Galaxy_Single_Trunk Table....202 Service_Half_Hour Table....334 Galaxy_Trunk_Call_Count Table....204 Skill_Group_Half_Hour Table....371 PortNumber Dialer_Detail Table....163 Dialer_Port_Real_Time Table....170 PortNumber Dialer_Port_Map Table....
Database Field Name Index Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 PreviewCallsTo5 Service_Real_Time Table....347 Skill_Group_Real_Time Table....392 PreviewCallsToday Service_Real_Time Table....347 PreviewCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 Service_Half_Hour Table....334 Skill_Group_Half_Hour Table....371 PriCallsHandled Galaxy_Agent_Performance Table....185 PriCallworkTime Galaxy_Agent_Performance Table....185 PriGate Galaxy_Agent_Performance Table....
Database Field Name Index QueryRuleID ReasonCode Dialer_Detail Table....163 Agent_Real_Time Table ....29 Dialer_Port_Real_Time Table....170 Agent_Skill_Group_Real_Time Table....48 QueryRuleID Campaign_Query_Rule_Half_Hour Table ....134 Reason_Code Table ....269 ReasonCode Campaign_Query_Rule_Real_Time Table....137 Agent_Event_Detail Table ....23 Query_Rule_Clause Table....268 Agent_Skill_Group_Logout Table ....47 QueryRuleID Agent_Real_Time Table ....29 Campaign_Query_Rule Table ....
Database Field Name Index RecoveryKey Config_Message_Log Table....152 Logger_Meters Table....228 Dialer_Detail Table....163 Network_Trunk_Group_Half_Hour Table....240 Galaxy_DNIS Table....189 Peripheral_Half_Hour Table....254 Galaxy_Trunk_IGroup Table....205 Persistent_Variable Table....262 Import_Log Table....216 Physical_Controller_Half_Hour Table....264 Network_Event_Detail Table....237 Route_Call_Detail Table....278 Recovery Table....270 Route_Half_Hour Table....
Database Field Name Index RedirectNoAnsCallsToday Route_Real_Time Table....292 Service_Real_Time Table....347 RedirectNoAnsCallsToHalf Route_Half_Hour Table....288 Service_Half_Hour Table....334 RedirectNoAnsCallsToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 RegionID Region_Prefix Table....274 RegionID Dialed_Number_Map Table....158 Region Table....272 Region_Member Table....274 Region_View_Member Table....276 RegionPrefix Region_Prefix Table....
Database Field Name Index Agent_Logout Table....28 Agent_Real_Time Table ....29 RenameEnabled Import_Rule Table....217 RenameMaxVersions Import_Rule Table....217 ReportingMethod User_Variable Table....431 ReportType Schedule_Report Table....312 ReqInstrTo5 Routing_Client_Five_Minute Table....299 RequeryResult Route_Call_Detail Table....278 RequestedSupervisorAssist Agent_Real_Time Table ....29 RequestsToHalf Application_Gateway_Half_Hour Table ....65 RequestTimeout Application_Gateway_Connection Table....
Database Field Name Index Service_Real_Time Table....347 ReserveCallsTimeToday Service_Real_Time Table....347 ReserveCallsTimeToHalf Service_Half_Hour Table....334 Skill_Group_Half_Hour Table....371 Reserved4 Agent_Half_Hour Table ....24 Agent_Skill_Group_Half_Hour Table ....34 Agent_Skill_Group_Half_Hour Table ....34 Service_Half_Hour Table....334 Call_Type_Half_Hour Table ....76 Skill_Group_Half_Hour Table....371 Route_Half_Hour Table....288 ReserveCallsTo5 Service_Real_Time Table....
Database Field Name Index Call_Type_Real_Time Table ....101 ReturnReleaseHalf Call_Type_Real_Time Table ....101 ReturnReleaseToday Call_Type_Real_Time Table ....101 ReturnReleaseToHalf Call_Type_Half_Hour Table ....76 ReturnRingToday Call_Type_Real_Time Table ....101 ReturnRingToHalf Call_Type_Half_Hour Table ....76 Call_Type_Real_Time Table ....101 RingNoAnswerDialedNumberID Agent_Desk_Settings Table ....17 RingNoAnswerTime Agent_Desk_Settings Table ....17 RingTime Termination_Call_Detail Table....
Database Field Name Index Call_Type_Real_Time Table ....101 RouterCallsAbandToAgentToHalf Call_Type_Half_Hour Table ....76 Skill_Group_Half_Hour Table....371 RouterCallsAbandToHalf Agent_Half_Hour Table ....24 RouterCallsAnsweredToHalf Agent_Half_Hour Table ....24 RouterCallsDequeuedTo5 Skill_Group_Real_Time Table....392 RouterCallsDequeuedToHalf Agent_Half_Hour Table ....24 Skill_Group_Half_Hour Table....371 RouterCallsHandledToHalf Agent_Half_Hour Table ....
Database Field Name Index Route_Call_Detail Table....278 RoutingClientID Agent_Targeting_Rule_Member Table....54 Dialed_Number Table....156 Route_Call_Detail Table....278 RoutingClientID Default_Call_Type Table....154 ScheduledAt Logger_Admin Table ....227 ScheduleID Agent Table....15 Import_Log Table....216 ScheduleID Dial_Number_Plan Table....160 Service Table....325 Label Table....226 Skill_Group Table....364 Routing_Client_Five_Minute Table....299 RoutingClientID Routing_Client Table....
Database Field Name Index Import_Rule Table....217 ScheduleType Schedule Table....305 ScriptData Script_Data Table....319 ScriptID Script_Real_Time Table....322 ScriptID Call_Type_Real_Time Table ....101 Script Table....317 Script_Data Table....319 Script_Print_Control Table....321 ScriptID Route_Call_Detail Table....278 Script_Cross_Reference Table....318 Script_Five_Minute Table....320 Script_Queue_Real_Time Table....321 ScriptMeters Script_Real_Time Table....
Database Field Name Index SecondCalls Galaxy_PBX Table....200 SecondsInPeriod Route_Real_Time Table....292 ServiceLevelAbandTo5 Galaxy_Agent_IGroup Table....183 Call_Type_Real_Time Table ....101 Galaxy_DNIS Table....189 Service_Five_Minute Table....330 Galaxy_Gate Table....190 Service_Real_Time Table....347 Galaxy_Gate_Delayed_Call Table....193 ServiceLevelAbandToday Galaxy_Overflow Table....196 Call_Type_Real_Time Table ....101 Galaxy_Transaction_Code Table....203 Peripheral_Real_Time Table..
Database Field Name Index Peripheral_Real_Time Table....257 Call_Type_Real_Time Table ....101 Route_Real_Time Table....292 Route_Five_Minute Table....285 Service_Real_Time Table....347 Route_Real_Time Table....292 ServiceLevelCallsOfferedTo5 Service_Real_Time Table....347 Skill_Group_Real_Time Table....392 ServiceLevelCallsOfferedTo5 Call_Type_Real_Time Table ....101 Service_Five_Minute Table....330 Service_Real_Time Table....347 ServiceLevelCallsToday Peripheral_Real_Time Table....
Database Field Name Index ServiceLevelRONATo5 Call_Type_Real_Time Table ....101 Peripheral_Half_Hour Table....254 Skill_Group_Real_Time Table....392 Route_Half_Hour Table....288 ServiceLevelRONAToday Call_Type_Real_Time Table ....101 ServiceLevelRONAToHalf Service_Half_Hour Table....334 ServiceLevelType Call_Type_Half_Hour Table ....76 Call_Type_Half_Hour Table ....76 Service Table....325 Skill_Group_Half_Hour Table....371 Skill_Group Table....
Database Field Name Index Severity Event Table....177 Severity Application_Event Table ....58 Shift View_Column Table....433 ShiftName Shift Table....364 ShortCallsHalf Call_Type_Half_Hour Table ....76 ShortCallsTimeToHalf Route_Half_Hour Table....288 Service_Half_Hour Table....334 ShortCallsToHalf SITToneDetectCount Campaign_Query_Rule_Real_Time Table....137 SITToneDetectToday Dialer_Real_Time Table....171 SITToneDetectToHalf Dialer_Half_Hour Table....
Database Field Name Index Agent_Event_Detail Table ....23 Agent_Real_Time Table ....29 Agent_Skill_Group_Half_Hour Table ....34 Agent_Skill_Group_Logout Table ....47 Agent_Skill_Group_Real_Time Table....48 Agent_Team_Member Table ....56 Galaxy_Agent_Performance Table....185 Galaxy_Gate Table....190 Galaxy_Gate_Delayed_Call Table....193 Galaxy_Overflow Table....196 Service Table....325 Service_Array Table....328 Service_Five_Minute Table....330 Skill_Group Table....364 Skill_Group_Half_Hour Table....
Database Field Name Index Admin_Script_Schedule_Map Table....13 StartSecond Recurring_Schedule_Map Table....270 StartTime Recovery Table....270 StartTime Logger_Admin Table ....227 Shift Table....364 StartYear Admin_Script_Schedule_Map Table....13 StartYear Recurring_Schedule_Map Table....270 Station Dialer_Port_Map Table....169 Status Schedule_Import_Real_Time Table....309 String2 Application_Event Table ....58 Schedule_Import Table....307 Schedule_Import_Real_Time Table....309 String2 Event Table....
Database Field Name Index Skill_Group_Half_Hour Table....371 SupervAssistCallsToHalf TableName Agent_Skill_Group_Half_Hour Table ....34 Logger_Admin Table ....227 Skill_Group_Half_Hour Table....371 Recovery Table....270 SupervisorAgent Agent Table....15 SupervisorAssistCallMethod Agent_Desk_Settings Table ....17 SupervisorCallsAllowed Agent_Desk_Settings Table ....17 SupervisorSkillTargetID Agent_Team_Supervisor Table....57 SystemId Application_Event Table ....58 Event Table....
Database Field Name Index Skill_Group_Real_Time Table....392 TalkOtherTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 TalkOtherTimeToHalf Agent_Half_Hour Table ....24 TalkOutTimeTo5 Skill_Group_Real_Time Table....392 TalkOutTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....371 TalkPreviewTimeTo5 Skill_Group_Real_Time Table....392 TalkPreviewTimeToHalf Agent_Skill_Group_Half_Hour Table ....34 Skill_Group_Half_Hour Table....
Database Field Name Index Termination_Call_Variable Table....417 TemplateCategory Schedule_Report Table....312 TemplateName Schedule_Report Table....312 TemplateOptions Schedule_Report Table....312 TemplateScope Schedule_Report Table....312 TemporaryAgent Agent Table....15 TenDigitDialEnabled Dialer Table....161 TerminationCallDetailTo5 Logger_Meters Table....228 TerminationType Galaxy_Agent_Call_Count Table....182 Galaxy_PBX Table....200 Galaxy_Single_Trunk Table....202 Galaxy_Trunk_Call_Count Table....
Database Field Name Index TimeZone Service_Five_Minute Table....330 Application_Gateway_Half_Hour Table ....65 Skill_Group_Half_Hour Table....371 Campaign_Query_Rule_Half_Hour Table ....134 Trunk_Group_Five_Minute Table....421 Controller_Time Table....152 Trunk_Group_Half_Hour Table....422 Dialer_Half_Hour Table....166 Network_Event_Detail Table....237 Peripheral_Half_Hour Table....254 Route_Half_Hour Table....288 Schedule_Import Table....307 Service_Half_Hour Table....
Database Field Name Index TransferInCallsHalf Service_Real_Time Table....347 TransferInCallsTimeTo5 Skill_Group_Real_Time Table....392 TransferInCallsTimeToHalf Skill_Group_Half_Hour Table....371 TransferInCallsTo5 Service_Real_Time Table....347 Skill_Group_Real_Time Table....392 TransferInCallsToday Service_Real_Time Table....347 TransferInCallsToHalf TranslationRouteTimedOutTo5 Routing_Client_Five_Minute Table....299 Trunk Termination_Call_Detail Table....407 TrunkAssignedTime Galaxy_Trunk_IGroup Table.
Database Field Name Index TrunksIdle Route_Five_Minute Table....285 Network_Trunk_Group_Real_Time Table....242 Service_Five_Minute Table....330 Trunk_Group_Five_Minute Table....421 Skill_Group_Five_Minute Table....368 Trunk_Group_Half_Hour Table....422 UseGMTFromRegionPrefix Trunk_Group_Real_Time Table....424 Campaign Table ....125 TrunksInService Trunk_Group_Five_Minute Table....421 TrunksInService UserControl Peripheral_Real_Time Table....257 UserDeletable Network_Trunk_Group_Half_Hour Table.
Database Field Name Index User_Group Table....427 UserGuid User_Group Table....427 UserName User_Group Table....427 UserName Persistent_Variable Table....262 Variable1 Route_Call_Detail Table....278 Termination_Call_Detail Table....407 Variable10 ICR_Locks Table....213 Route_Call_Detail Table....278 User_Group_Member Table....429 Termination_Call_Detail Table....407 User_Security_Control Table....429 UserSettingsID Cfg_Mngr_User_Desktop_Snap Table ....144 Cfg_Mngr_User_Settings Table....
Database Field Name Index Termination_Call_Detail Table....407 VariableName User_Variable Table....431 Version Cfg_Mngr_Globals Table ....144 Version Script Table....317 VersionID Cfg_Mngr_Globals Table ....144 VersionNum Application_Event Table ....58 VersionNum Event Table....177 ViewColumnID View_Column Table....433 ViewName ICR_View Table....215 View_Column Table....433 ViewType ICR_View Table....215 VoiceCount Campaign_Query_Rule_Real_Time Table....137 VoiceDetectToday Dialer_Real_Time Table....
Database Field Name Index Skill_Group_Real_Time Table....392 WorkNotReady Skill_Group_Five_Minute Table....368 WorkNotReadyTimeTo5 Skill_Group_Five_Minute Table....368 WorkNotReadyTimeTo5 Skill_Group_Real_Time Table....392 WorkNotReadyTimeToHalf Campaign_Query_Rule_Real_Time Table....137 WrapupTimeToHalf Campaign_Query_Rule_Half_Hour Table ....134 WrongNumberCount Campaign_Query_Rule_Real_Time Table....137 Dialer_Real_Time Table....171 WrongNumberCountToHalf Agent_Skill_Group_Half_Hour Table ....