Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
Note: In a NAM/CICM deployment (VRU at NAM), this value is updated
for calls that the CICM sends to the VRU. Calls that the NAM itself
sends to the VRU update the call type metrics in the NAM.
Note: In a NAM/CICM deployment (VRU1 at NAM and VRU2 at
CICM), this value is updated for calls that the CICM sends to VRU1.
Calls that the NAM Router itself sends to VRU1 update the call type
metrics in the NAM. Service data for VRU2 is stored in the CICM data
base.
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. 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.
NULLDBINT
The total number of calls of this call type handled in the current half-hour
interval.
CallsHandledHalf
Termination_Call_Detail records generated by agent PG with a
CallDispositionFlag of 1 are counted as CallHandled.
A handled call is:
• An incoming ACD call that was answered by an agent, and then
completed.
• A call associated with Outbound Option that the agent answered, and
then completed.
• A non-voice task that the agent started working on then completed.
A handled call/task is completed when the agent associated with the
call/task finishes the wrap-up work associated with the call/task.
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.
NULLDBINT
The total number of calls of this call type handled during the rolling
five-minute interval.
CallsHandledTo5
NULLDBINT
The total number of calls of this call type handled since midnight.
CallsHandledToday
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
106
Chapter 2: All Tables
Call_Type_Real_Time Table