Technical References

Keys
and
Null
Option:
Data Type:Description:Field Name:
AK-1
NOT
NULL
DBFLT8
A unique ID assigned to each record and used internally by the
ICM/IPCC Enterprise software to track the record.
RecoveryKey
NULLDBINT
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.
RedirectNoAnsCallsToHalf
NULLDBINT
Number of seconds agent reservation calls were placed on hold by
this service during the half-hour interval. This data element is based
ReserveCallsOnHoldTimeToHalf
on HoldTime. The value is counted when the after-call work associated
with the call (if any) has completed, and the database is updated every
half hour.
Not currently used for Outbound Option.
Not valid for IPCC Enterprise.
NULLDBINT
Number of completed agent reservation calls that this service placed
on hold at least once. The value is counted when the after-call work
ReserveCallsOnHoldToHalf
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.
NULLDBINT
Total talk time, in seconds, for agent reservation calls handled by the
service that ended during the half-hour interval. This value includes
ReserveCallsTalkTimeToHalf
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. ReserveCallsTalkTime
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.
NULLDBINT
Total handle time, in seconds, for agent reservation calls handled by
this service that ended during the half-hour interval. Handle time
ReserveCallsTimeToHalf
includes WorkTime, TalkTime, and HoldTime. The ReserveCallsTime
value includes the time spent from the call being initiated to the time
the agent completes after-call work time for the call. The value is
counted when the after-call work time associated with the call (if any)
has completed, and the database is updated every half hour.
Not currently used for Outbound Option.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
343
Chapter 2: All Tables
Service_Half_Hour Table