Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
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.
• 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 for IPCC Enterprise.
NULLDBINT
Number of incoming calls to the service during the half-hour interval.
Incoming calls include only Inbound ACD calls arriving on trunks
(that is, calls that are not internally generated).
CallsIncomingToHalf
Valid for ICM and IPCC Enterprise.
NULLDBINT
Number of incoming calls plus internal calls offered to the service
during the half-hour interval.
CallsOfferedToHalf
Valid for IPCC Enterprise.
NULLDBINT
Number of outbound calls placed by agents for the service during the
half-hour interval.
CallsOutToHalf
Not valid for IPCC Enterprise.
Not valid for non-voice tasks. Set to zero by OPC.
NULLDBINT
Number of calls to the service in the queue during the half-hour
interval. A call that queues multiple times will be counted as queued
once for the service.
CallsQToHalf
Not valid for IPCC Enterprise
Not valid for non-voice tasks. Set to zero by OPC.
NULLDBINT
Number of tasks routed by the ICM software to the service during the
half-hour interval.
CallsRoutedToHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
338
Chapter 2: All Tables
Service_Half_Hour Table