Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
NULLDBINT
Number of outbound calls made by agents for the service since midnight.
CallsOutToday
NULLDBINT
Number of calls in queue for the service now at the peripheral.
CallsQNow
NULLDBINT
Total time of all calls to the service currently in queue.
CallsQNowTime
NULLDBINT
Number of calls routed to this service by the ICM software for the
current half-hour interval.
CallsRoutedHalf
NULLDBINT
Number of calls routed to this service by the ICM software since
midnight.
CallsRoutedToday
NULLDBINT
Number of calls offered to the service but not otherwise accounted for
during the current half-hour interval. These are calls that do not fit into
CallsTerminatedOtherHalf
the criteria for handled, abandoned, or transferred calls. They were
terminated for other reasons, which may include drop/no answer, forced
busy, or timed out.
NULLDBINT
Number of calls offered to the service but not otherwise accounted for
during the rolling five-minute interval. These are calls that do not fit
CallsTerminatedOtherTo5
into the criteria for handled, abandoned, or transferred calls. They were
terminated for other reasons, which may include drop/no answer, forced
busy, or timed out.
NULLDBINT
Number of offered to the service but not otherwise accounted for since
midnight. These are calls that do not fit into the criteria for handled,
CallsTerminatedOtherToday
abandoned, or transferred calls. They were terminated for other reasons,
which may include drop/no answer, forced busy, or timed out.
NOT
NULL
DBDATETIME
Central Controller date and time that this data was last updated.
DateTime
NULLDBINT
Sum of delay time of all calls to the service abandoned in queue during
the rolling five-minute interval.
DelayQAbandTimeTo5
Note: Note: When ICM is connected with IPCC through an IPCC
Gateway PG, this value is incremented by any condition on the child
that causes the call to terminate while in the queue.
NULLDBFLT4
Predicted delay for any new call added to the service queue. This is
valid only if no agents are available.
ExpectedDelay
NULLDBINT
Total handle time in seconds for calls to the service ending during the
current half-hour interval.
HandleTimeHalf
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
354
Chapter 2: All Tables
Service_Real_Time Table