Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
NULLVTELNO20
The phone number of the caller with whom the agent is speaking. This
field is populated when the call is answered by an agent.
CustomerPhoneNumber
This field is applicable to Outbound Option only.
NOT NULLDBDATETIME
The Central Controller date and time at the start of the interval.
DateTime
NULLDBDATETIME
The date and time of the agent’s last mode change in this MRD.
DateTimeLastModeChange
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. When an agent is routable for an MRD, an application instance
(for example: E-Mail Manager or Collaboration Server) will not allow
the agent to work on a task unless ICM assigns the task.
If the mode is not routable, the application instance (for example: E-Mail
Manager) controls the agent and assigns tasks to the agent. The software
tracks the agent's task activity by monitoring Offer Task, Start Task, and
other messages from the application that describe the task the agent is
working on.
For E-mail Manager and Collaboration Server, an agent's mode never
changes. Each agent is either always routable or always not routable for
the E-mail Manager and Collaboration Server MRDs.
An agent's mode is always routable with respect to the voice MRD.
NULLDBDATETIME
Date and time of the agent’s last state change in this MRD.
DateTimeLastStateChange
NULLDBDATETIME
Date and time the agent logged on to this MRD.
DateTimeLogin
Date and time of the agent’s last state change in this MRD.
NULLDBDATETIME
The date and time of the agent's last task level change in this MRD.
DateTimeTaskLevelChange
Chat agents have a maximum number of open slots. The task level
changes when the number of open slots changes as a result of the number
of calls in progress changing (the number of open slots = the maximum
number of tasks - calls in progress).
This applies to all other agents as well, however, the task level is always
0 or 1.
NULLDBINT
Destination type of outbound call the agent is currently working on:
Destination
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
31
Chapter 2: All Tables
Agent_Real_Time Table