McDewey

The Unified CCX system creates a new record in the ContactServiceQueue table when a CSQ is set up in Unified CCX Administration. A ContactServiceQueue record contains information about the CSQ. One such record exists for each active and inactive CSQ. When a CSQ is deleted (deactivated), its record still remains in the database marked as inactive; that is, the active field value is “f”. Table 34: ContactServiceQueue Table Fields Storage Description Field Name int NOT NULL Numeric identifier of the CSQ. This ID does not change when CSQ attributes are changed through the Unified CCX Administration user interface. contactServiceQueueID int NOT NULL Identifier of the Unified CCX profile that is associated with this record. profileID nvarchar(50,0) NOT NULL Name of the CSQ as set up in Unified CCX Administration. CSQName smallint NOT NULL Type of resource pool that is set up in Unified CCX Administration: 1—Resource groups 2—Resource skills resourcePoolType int NULL If resourcePoolType is 1, unique identifier used to locate the associated resource group in the Resource Group table. Not used if resourcePoolType is 2. resourceGroupID nvarchar(30,0) NOT NULL Resource pool selection model that is set up in the Unified CCX Administration. selectionCriteria int NULL If resourcePoolType is 2, unique identifier used to locate the associated skill group in the SkillGroup table. Not used if resourcePoolType is 1. skillGroupID int NOT NULL Goal, in seconds, for the maximum time that a caller spends in the queue before the call is answered by an agent, as set up in Unified CCX Administration. serviceLevel smallint NOT NULL Goal for the percentage of calls that meet the service level that is shown in the serviceLevel field, as set up in Unified CCX Administration. serviceLevelPercentage Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 48 Database Schema ContactServiceQueue