Technical References

Keys and
Null
Option:
Data Type:Description:Field Name:
1 = remote phone, call by call
2 = remote phone, nailed connection
NULLDBINT
The query rule belonging to the campaign identified by the CampaignID.
This field is applicable to Outbound Option only.
QueryRuleID
NULLDBINT
Code received from the peripheral indicating the reason for the agent’s
last state change.
ReasonCode
NULLVARCHAR (32)
For a mobile agent who is working remotely, the current phone number.
RemotePhoneNumber
NULLDBINT
Indicates whether the agent has requested supervisor assistance:
RequestedSupervisorAssist
• 1= Yes, the agent requested assistance.
• 0= No, the agent did not request assistance.
This field is applicable to IPCC Enterprise only.
NULLDBINT
Indicates whether the agent is routable with respect to this Media Routing
Domain:
Routable
• Y = 1, the agent is routable.
• N = 0, the agent is not routable.
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 ICM
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 routablewith respect to the voice MRD.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
33
Chapter 2: All Tables
Agent_Real_Time Table