/mcpindex_keys index_description index_name CallTypeID, Item clustered, unique, primary key located on PRIMARY XPK_Call_Type_Map Table 86: Fields in Call_Type_Map Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Foreign key from the Call Type table. CallTypeID and Item together form a unique key. CallTypeID NULL DESCRIPTION Additional information about the association of this script to this call type. Description PK NOT NULL DBINT The position of this schedule entry within the list of entries for this call type. Item FK, IE-1 NOT NULL DBINT Foreign key from the Master Script table. MasterScriptID NOT NULL varchar(64) A script schedule entry in an internal format used by the Script Editor. ScriptSchedule Call_Type_SG_Interval This section describes the Call Type Skill Group Interval table. • In the Call Type Skill Group Interval table, the Hold time is calculated based on the call event. • In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through a Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager needs to look at the Unified CCE child reports and the parent Unified ICM reports for network queuing data. • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Service Level begins when the call arrives at the routing script, or when its call type is changed. This means that if self-service is performed on a call before the call is queued to an agent, the routing script must change the call type of the call when self-service is completed. Otherwise, the time spent in self-service negatively impacts the Service Level. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 129 All Tables Call_Type_SG_Interval