Technical References

The Agent Team Supervisor (page 57) table is a configuration table that specifies the mapping
of supervisors to agent teams.
For agents that are not associated with an ACD, you can define Agent Desk Settings (page 17),
which specify features available and how the ICM handles certain state changes for an agent.
A Person (page 263) record provides primary identification and authentication for all system
users, including both agents and administrators.
Each service has one or more associated skill groups. Each skill group can be associated with
one or more service. The Service Member (page 347) table maps skill groups to services.
Each Skill Group has one or more member agents. Each agent can be associated with one or
more skill groups. The Skill Group Member (page 392) table maps agents to skill groups.
For some peripherals, a base Skill Group can have multiple related Skill Groups with different
priorities.
Statistics
Real-Time statistics are produced for each Agent (page 15), Skill Group (page 364), Service
(page 325), and each Skill Group Member (page 392).
At Five-Minute intervals statistics are produced for each Skill Group (page 364) and Service
(page 325).
Every Half-hour, statistics are produced for each Skill Group (page 364) and Service (page 325).
For each agent, the ICM/IPCC software maintains a State Trace, which tracks the states an agent
has been in. When an agent logs out, the ICM/IPCC software creates an Agent Logout (page
28) record.
System Tables - Database Rules
To see an illustration and a list of the System tables, click here (page 460).
The Application Event (page 58) table contains information about application events generated
by the ICM/IPCC software. This is a subset of the events reported in the Event table.
The AWControl (page 70) table maintains information about the Admin Workstation and its
local database.
The Config Message Log (page 152) contains database system information.
(page 152)Controller Time (page 152) table contains the current time as kept by the Central
Controller.
The Event (page 177) table contains information about system events generated by the ICM/IPCC
software.
The ICR Globals (page 209) table contains some general information about the system.
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
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Chapter 5: Database Rules
System Tables - Database Rules