Db Schema Handbook

Cisco ucce v15.0.1 on shelf · 699 chunks · 728 pages

Text view

Document Metadata

Format: PDF Title: Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) Author: Unknown Creator: DITA Open Toolkit

Page 1

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) First Published: 2025-04-30 Last Modified: 2025-11-28 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883

Image 1 from page 1

Image 2 from page 1

Page 2

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. All printed copies and duplicate soft copies of this document are considered uncontrolled. See the current online version for the latest version. Cisco has more than 200 offices worldwide. Addresses and phone numbers are listed on the Cisco website at www.cisco.com/go/offices. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: https://www.cisco.com/c/en/us/about/legal/trademarks.html. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1721R) © 1994 –2025 Cisco Systems, Inc. All rights reserved.

Page 3

C O N T E N T S Full Cisco Trademarks with Software License ? Preface xv P R E F A C E Change History xv About This Guide xvi Audience xvi Related Documents xvi Communications, Services, and Additional Information xvi Field Notice xvii Documentation Feedback xvii Conventions xvii Introduction 1 C H A P T E R 1 The Unified ICM and Unified CC Enterprise Databases 1 General Concepts 2 Tables Columns and Rows 2 Table Relationships 2 Key Fields 3 Reserved Fields 4 Field Applicability 4 Data Types 4 Real-Time and Historical Data 6 Call Detail Data 6 Historical data replication 7 All Tables 9 C H A P T E R 2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) iii

Image 1 from page 3

Page 4

Admin_Script_Schedule_Map 14 Agent 17 Agent_Attribute 20 Agent_Desk_Settings 21 Agent_Distribution 27 Agent_Event_Detail 28 Agent_Interval 36 Agent_Logout 40 Agent_Real_Time 42 Agent_Skill_Group_Interval 48 Agent_Skill_Group_Logout 65 Agent_Skill_Group_Real_Time 66 Agent_State_Trace 68 Agent_Service_Enabled 73 Agent_Targeting_Rule 74 Agent_Targeting_Rule_Member 76 Agent_Targeting_Rule_Range 77 Agent_Team 77 Agent_Team_Member 79 Agent_Team_Supervisor 80 Announcement 80 Application_Event 81 Application_Gateway 84 Application_Gateway_Connection 85 Application_Gateway_Globals 87 Application_Gateway_Half_Hour 89 Application_Instance 91 Application_Path 92 Application_Path_Member 94 Application_Path_Real_Time 94 Attribute 96 Attribute_Set 98 Attribute_Set_Member 99 AWControl 99 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) iv Contents

Page 5

Blended_Agent_Options 100 Bucket_Intervals 104 Bulk_Job 105 Business_Entity 107 Business_Hours 108 Business_Hours_Real_Time 110 Business_Hours_Reason 111 Call_Event_Detail (Reserved for future use) 112 Call_Type 112 Call_Type_Interval 114 Call_Type_Map 128 Call_Type_SG_Interval 129 Call_Type_Real_Time 142 Campaign 156 Campaign_Half_Hour 165 Campaign_Query_Rule 166 Campaign_Query_Rule_Half_Hour 169 Campaign_Query_Rule_Interval 172 Campaign_Query_Rule_Real_Time 175 Campaign_Skill_Group 184 Campaign_Target_Sequence 186 Cfg_Mngr_App_Snapshot_State 187 Cfg_Mngr_Globals 188 Cfg_Mngr_User_Desktop_Snap 189 Cfg_Mngr_User_Menu 191 Cfg_Mngr_User_Settings 192 Cfg_Mngr_View 193 Class_Access_Xref 194 Class_List 194 Class_Security 195 ClassID_To_ObjectType 196 Configuration_Limit 197 Config_Message_Log 199 Congestion Control 200 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) v Contents

Page 6

Contact_Share_Group 203 Contact_Share_Group_Member 204 Contact_Share_Queue 205 Contact_Share_Rule 206 Controller_Time 207 Customer_Definition 207 Customer_Options 208 Default_Call_Type 209 Default_Configuration 210 Department 211 Department _Member 212 Device_Target 213 Dialed_Number 215 Dialed_Number_Label 217 Dialed_Number_Map 217 Dial_Number_Plan 219 Dialer 220 Dialer_Detail 225 Dialer_Half_Hour 231 Dialer_Interval 234 Dialer_Port_Map 237 Dialer_Port_Real_Time 238 Dialer_Real_Time 240 Dialer_Skill_Group_Half_Hour 244 Dialer_Skill_Group_Real_Time 247 ECC_Payload 249 ECC_Payload_Member 250 Enterprise_Route 251 Enterprise_Route_Member 252 Enterprise_Service 253 Enterprise_Service_Member 254 Enterprise_Skill_Group 255 Enterprise_Skill_Group_Member 256 Event 257 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) vi Contents

Page 7

Expanded_Call_Variable 259 Feature_Control_Set 261 Global_Configuration 262 ICR_Globals 263 ICR_Instance 267 ICR_Locks 268 ICR_Node 269 ICR_View 271 Ids 272 Import_Log 273 Import_Rule 274 Import_Rule_Clause 278 Import_Rule_History 280 Import_Rule_Real_Time 281 Import_Schedule 282 Label 283 Logger_Admin 285 Logger_Meters 286 Logger_Type 288 Logical_Interface_Controller 288 Location 290 Location_Member 290 Machine_Address 291 Machine_Connection_Profile 292 Machine_Host 292 Machine Host Attributes 297 Machine_Service 298 Master_Script 302 Media_Class 304 Media_Routing_Domain 305 Network_Event_Detail 308 Network_Target 310 Network_Trunk_Group 311 Network_Trunk_Group_Half_Hour 312 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) vii Contents

Page 8

Network_Trunk_Group_Real_Time 314 Network_Vru 316 Network_Vru_Bank 317 Network_Vru_Script 318 Next_Available_Number 320 Object_Access_Xref 320 Object_List 321 Object_Security 322 Person 323 Peripheral 326 Peripheral_Default_Route 330 Peripheral_Interval 331 Peripheral_Monitor 333 Peripheral_Real_Time 335 Peripheral_Set 338 Peripheral_Set_Controller 339 Peripheral_Set_Host 340 Peripheral_Target 341 Persistent_Variable 342 Physical_Controller_Half_Hour 343 Physical_Interface_Controller 344 Precision_Queue 346 Precision_Q_Real_Time Table 348 Precision_Queue_Step 359 Precision_Q_Step_Real_Time 359 Precision_Queue_Term 360 Query_Rule 362 Query_Rule_Clause 364 Reason_Code 365 Recovery 367 Recurring_Schedule_Map 368 Region 370 Region_Info 371 Region_Member 371 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) viii Contents

Page 9

Region_Prefix 372 Region_View 373 Region_View_Member 377 Rename 378 Route 379 Route_Call_Detail 380 Route_Call_Variable 391 Route_Five_Minute 392 Route_Half_Hour 396 Route_Real_Time 401 Router_Queue_Interval 406 Routing_Client 416 Routing_Client_Five_Minute 420 Routing_Pattern 427 Schedule 428 Schedule_Import 430 Schedule_Import_Real_Time 432 Schedule_Map 434 Schedule_Report 435 Schedule_Report_Input 437 Schedule_Source 438 Scheduled_Target 439 Scheduled_Target_Real_Time 440 Script 441 Script_Cross_Reference 443 Script_Data 444 Script_Five_Minute 444 Script_Print_Control 446 Script_Queue_Real_Time 446 Script_Real_Time 447 Script_Table 448 Script_Table_Column 449 Sec_Group 450 Sec_User 451 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) ix Contents

Page 10

Service 452 Service_Array 455 Service_Array_Member 457 Service_Five_Minute 458 Service_Interval 463 Service_Level_Threshold 472 Service_Member 473 Service_Real_Time 474 Shift 490 SIP_Server_Group 491 SIP_Server_Group_Elements 492 Skill_Group 493 Skill_Group_Five_Minute 497 Skill_Group_Interval 501 Skill_Group_Member 527 Skill_Group_Real_Time 527 Skill_Target 543 Smart_License_Entitlements 544 Smart_License_Info 547 Smart_License_Product 549 Smart_License_Server 551 Special_Day_Schedule 554 Survey_Question (For Future Use) 556 Survey_Result (For Future Use) 558 System_Attribute 560 System_Capacity_Interval 561 System_Capacity_Real_Time 563 Termination_Call_Detail 566 Termination_Call_Variable 585 Time_Zone_Location 586 Translation_Route 587 Translation_Route_Half_Hour 588 Trunk 590 Trunk_Group 591 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) x Contents

Page 11

Trunk_Group_Five_Minute 593 Trunk_Group_Half_Hour 594 Trunk_Group_Real_Time 596 User_Formula 597 User_Formula_Equation 598 User_Group 599 User_Group_Member 601 User_Security_Control 602 User_Supervisor_Map 603 User_Variable 604 Version 605 View_Column 606 Vru_Currency 607 Vru_Defaults 608 Vru_Locale 610 Vru_Port_Map 611 Week_Day_Schedule 612 Tables by Group 615 C H A P T E R 3 Overview 615 Blended Agent (Outbound Option) 616 Business Hours 617 Device 618 Peripheral Detail 620 Trunk Group Detail 620 Enterprise 621 Media Routing 623 Precision Queue 624 Precision Queue Detail 625 Route 625 Schedule 628 Script 629 Call Type Detail 631 Region Detail 631 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xi Contents

Page 12

Script Detail 632 Security 633 Skill Target 635 Agent Detail 637 Service Detail 638 Skill Group Detail 638 Smart License 639 Smart_License_Info 639 Smart_License_Server 642 Smart_License_Entitlements 645 Smart_License_Product 647 System 649 User Preferences 650 VRU Micro-application 651 Tables Reserved for Future Use 651 Field Values 653 C H A P T E R 4 Access Levels 654 AgentState 654 Application Gateway: Fault Tolerance 655 Client Type 656 Customer Options Type 656 Days 657 Dialed Number Map: ANIWildCardType 658 Dialer Detail: CallResult 658 Dialer Detail: CallStatusZone 660 Dialer Detail: DialingMode 661 Event Fields 661 ICR Locks Fields 662 LabelType Fields 662 Logical Interface Controller Fields 663 Network Vru Type 663 Port Status 664 Route Call Detail Fields 664 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xii Contents

Page 13

Router Error Codes 666 Object Types: Security 670 Object Types: User Variable 672 Peripheral Real Time Status Field 674 Reason Codes 675 Service Fields 676 Service Real Time: Service Mode Indicator Field 677 Survey Question (For Future Use) 677 Target Types: Script Cross Reference and Scheduled Report Input 678 Termination Call Detail: Call Disposition and CallDispositionFlag Fields 681 Termination Call Detail: Peripheral Call Type 690 Trunk Type 693 Database Rules 695 C H A P T E R 5 Blended Agent Tables (Outbound Option) 695 Business Hours Tables 697 Contact Sharing Tables 697 CX Survey_Table (For Future Use) 697 Device Tables 698 Enterprise Tables 699 Media Routing Tables 699 Route Tables 700 Schedule Tables 700 Script Tables 701 Security Tables 702 Skill Target Tables 702 System Tables 703 User Preferences Tables 704 VRU Micro-applications Tables 704 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xiii Contents

Page 14

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xiv Contents

Page 15

Preface • Change History, on page xv • About This Guide, on page xvi • Audience, on page xvi • Related Documents, on page xvi • Communications, Services, and Additional Information, on page xvi • Field Notice, on page xvii • Documentation Feedback, on page xvii • Conventions, on page xvii Change History This table lists changes made to this guide. Most recent changes appear at the top. Date See Change November 2025 Throughout the document Replaced CUSP with CCCSP April 2025 Initial Release of Document for Release 15.0(1) Chapter: All Tables Topic: Smart_License_Server Renamed SlrEnabled to ReservationType Chapter: All Tables Topic: Person Added New Field DigitalChannelEnabled Chapter: Field Value Topic: Router Error Codes Added new RouterErrorCodes=704, new sub-error codes are also added. Chapter: All Tables Topic: Agent_Event_Detail Extended Agent Event Details Chapter: All Tables Topic: Global_Configuration Global Configuration Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xv

Image 1 from page 15

Page 16

About This Guide The Database Schema Handbook for Cisco Unified Contact Center Enterprise describes the database schema used by Unified Contact Center Enterprise (Unified CCE), including the types of data stored in the database and the relationships among those data. This guide documents each table, major categories of tables, coded values used, and the dependencies and constraints. Audience This manual is intended for Unified ICM and Unified CCE software system managers and supervisors. Understanding the database schema helps you to create your own monitoring screens and reports. It also helps you to understand how the Unified ICM and Unified CCE software works. You can navigate the PDF file using the Contents, the Index, and the links. Related Documents Documentation for contact center enterprise solutions is accessible from Cisco.com at: https://www.cisco.com/ c/en/us/support/contact-center/category.html. Click Voice and Unified Communications, then click Cisco Unified Contact Center Products or Cisco Unified Voice Self-Service Products, then click the product or option you want. • For the Unified CCE Documentation guide, go to http://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-enterprise/products-documentation-roadmaps-list.html. • Related documentation includes the documentation sets for Cisco Unified Contact Center Management Portal (Unified CCMP), Cisco Unified Customer Voice Portal (Unified CVP), and Cisco Unified IP IVR. • Documentation for Cisco Unified Communications Manager (Unified CM) is accessible from https://www.cisco.com/c/en/us/support/unified-communications/ unified-communications-manager-callmanager/products-documentation-roadmaps-list.html. • Technical Support documentation and tools are accessible from http://www.cisco.com/en/US/support/index.html. • For information on the Cisco software support methodology, see Software Release and Support Methodology: Unified CCE available at (sign-in required) http://www.cisco.com/c/en/us/products/ customer-collaboration/unified-contact-center-enterprise/bulletin-listing.html. • For a detailed list of language localizations, see the Cisco Unified Contact Center Product and System Localization Matrix available at the bottom of http://www.cisco.com/c/en/us/support/ customer-collaboration/unified-intelligent-contact-management-enterprise/ products-technical-reference-list.html. Communications, Services, and Additional Information • To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xvi Preface About This Guide

Page 17

• To get the business results you’re looking for with the technologies that matter, visit Cisco Services. • To submit a service request, visit Cisco Support. • To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco DevNet. • To obtain general networking, training, and certification titles, visit Cisco Press. • To find warranty information for a specific product or product family, access Cisco Warranty Finder. Cisco Bug Search Tool Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software. Field Notice Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html. You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices: • Cisco Security Advisories • Field Notices • End-of-Sale or Support Announcements • Software Updates • Updates to Known Bugs For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/ mynotifications. Documentation Feedback To provide comments about this document, send an email message to the following address: contactcenterproducts_docfeedback@cisco.com We appreciate your comments. Conventions This document uses the following conventions: Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xvii Preface Field Notice

Page 18

Table 1: Conventions Description Convention Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, and submenu names. For example: • Choose Edit > Find. • Click Finish. boldface font Italic font is used to indicate the following: • To introduce a new term. Example: A skill group is a collection of agents who share similar skills. • A syntax value that the user must replace. Example: IF (condition, true-value, false-value) • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide. italic font Window font, such as Courier, is used for the following: • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html> window font Angle brackets are used to indicate the following: • For arguments where the context does not allow italic, such as ASCII output. • A character string that the user enters but that does not appear on the window such as a password. < > Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) xviii Preface Preface

Page 19

C H A P T E R 1 Introduction • The Unified ICM and Unified CC Enterprise Databases, on page 1 • General Concepts, on page 2 • Real-Time and Historical Data, on page 6 • Historical data replication, on page 7 The Unified ICM and Unified CC Enterprise Databases Unified ICM and Unified CC Enterprise software uses the following types of databases: • The central database that is part of the Central Controller. • The local database on each distributor Administration & Data Server. • The Historical Data Server (HDS) database on a distributor Administration & Data Server. The following table lists the databases and respective customer instance names. Database Name Database <customer>_sideA or <customer>_sideB Central <customer>_awdb Local <customer>_hds Historical Data Server Unified ICM and Unified CC Enterprise software uses information in the central database to determine how to route each call. This includes information about your telephone system configuration and routing scripts. The local database contains copy of the configuration data and scripts from the central database. The local database also contains tables of real-time information that describe activity at the call centers. (The Central Controller keeps the real-time information in memory but does not store it in the central database.) This information allows you to monitor current activity within the system. The central database stores historical information describing past activities at the call centers and within Unified ICM and Unified CC Enterprise systems. A special HDS database on a distributor Administration & Data Server at each site also stores the same historical information. Therefore, either the central database or an HDS database is the historical database for an Administration & Data Server user. You can access historical information that is stored in the historical database to produce reports and screens. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 1

Image 1 from page 19

Page 20

General Concepts This section gives a brief overview of relational database concepts and details about how data is generated by the system software. Tables Columns and Rows A database contains tables of data. A table defines a series of columns or fields. The actual data is stored as rows or records within each table. Each row contains one value for each column of the table. For example, Figure 1 shows a table with five columns. It contains three rows of data. The data in tables changes for each system, but the definition of tables and columns does not. This manual describes the columns of each table; it does not describe the actual data in table rows. Table Relationships Related tables in a database share one or more common fields or columns. For example, both the Agent and Peripheral tables include the PeripheralID field. This defines a relationship: each row in the Agent table is related to the row in the Peripheral table that shares the same PeripheralID value. Relationships between tables can be one-to-one or one-to-many. For example, because one peripheral can be associated with many agents, the relationship between the Peripheral and Agent tables is one-to-many. On the other hand, each peripheral has a single peripheral default route and each peripheral default route belongs to only one peripheral. Therefore, the relationship between the Peripheral and Peripheral Default Route tables is one-to-one. Sometimes a single row might not be associated with any rows in a related table. For example, it is possible to define a peripheral with no associated agents. Usually, this would only be a temporary condition. In some cases, however, the condition might be permanent. For example, you can define a trunk group but not define the associated trunks. Sometimes the natural relationship between two tables appears to be many-to-many. For example, each agent can be a member of many skill groups and each skill group can contain many agents. Therefore, the Agent and Skill Group tables appear to have a many-to-many relationship. However, in this case, a third table, called a cross-reference table, actually links the tables so the relationship is actually one-to-many. For example, Figure 2 shows how the Skill Group Member table acts as a cross-reference table for the Agent and Skill Group tables. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 2 Introduction General Concepts

Image 1 from page 20

Page 21

The Skill Group Member table contains one record for each member of each skill group. It has one-to-many relationships with both the Agent table and the Skill Group table. This avoids a direct many-to-many relationship between the Agent and Skill Group tables. Key Fields One or more fields within a table can form a key. Keys are the fields that you commonly use to locate specific records. Usually the fields that make up a key are defined as NOT NULL (meaning they cannot take the NULL value), but there are many exceptions. Most tables have a primary key. For example, the PeripheralID field is the primary key for the Peripheral table. An example of a foreign key is the PeripheralID field in the Agent table. You can use this key to find all agents that are associated with a specific peripheral. The Agent table contains two alternate keys: the EnterpriseName field, and the combination of the PeripheralID and PeripheralNumber fields. A value for either of these keys uniquely identifies an agent. The combination of FirstName and LastName is an inversion key for the Agent table. While this key value is not necessarily unique, it is a convenient way to locate specific agents. This table lists the types of keys and the codes that are used for them in the system database. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 3 Introduction Key Fields

Image 1 from page 21

Page 22

Description Code Key Type Consists of one or more fields that have a unique value for each record in the table. By default, the primary key is the clustered key for the table. PK Primary key A unique key, other than the primary key, that you can use to locate a specific record. AK Alternate key A primary key from one table that appears in a second table. A foreign key that establishes a one-to-one relationship is always unique. A foreign key that establishes a one-to-many relationship is not unique. FK Foreign key A key that does not necessarily have a unique value, but can be used to locate a group of records within the table. IE Inversion key By default, all keys are on the PRIMARY file group for the database. Microsoft SQL Server always creates the PRIMARY file group as the default file group. Note The codes from this table are used to identify key fields in each table. If a table has more than one key of the same type, then numbers are attached to the codes. For example, if a table has two alternate keys, then the fields in the first are "AK1" and the fields in the second are "AK2." Each field is marked as either NULL (meaning that NULL is a valid value) or NOT NULL (meaning that NULL is not valid). Reserved Fields Some fields in the database are marked as reserved. This means that system software or the database manager might use the field, but it has no external meaning. You must not modify any field marked as reserved. Field Applicability Unless specifically indicated otherwise, table fields apply to both Unified ICM and Unified CCE. Data Types This table describes the data types used for fields in the Unified ICM and Unified CCE database. Description Null Option Default MS SQL Server Data Type Unified ICM and Unified CCE Defined Data Type Consists of one or more fields that have a unique value for each record in the table. NOT NULL int CHANGESTAMP Up to 1 character. The value 1 is the storage size. NOT NULL char(1) DBCHAR Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 4 Introduction Reserved Fields

Image 1 from page 22

Page 23

Description Null Option Default MS SQL Server Data Type Unified ICM and Unified CCE Defined Data Type A date and time accurate to the second. Stored as two four-byte integers (eight bytes total): days before or since January 1, 1900 and seconds since midnight. datetime datetime DBDATETIME A four-byte floating-point value (7-digit precision). NULL real DBFLT4 An eight-byte floating-point value (15-digit precision). float float DBFLT8 A date and time accurate to the minute. Stored as two unsigned two-byte integers (four bytes total): number of days since January 1, 1900 and minutes since midnight. smalldatetime smalldatetime DBSMALLDATE A four-byte integer value between -2,147,483,648 and 2,147,483,647. NULL int DBINT A two-byte integer value between -32,768 and 32,767. NULL smallint DBSMALLINT Up to 255 characters. The value 255 is the storage size. NULL varchar(255) DESCRIPTION A one-byte integer value between 0 and 255. NOT NULL tinyint DBTINYINT Up to 10 characters. The value 10 is the storage size. NULL char (10) TELNO Up to 32 characters. The value 32 is the storage size. varchar(32) varchar(32) VNAME32 Up to 10 characters. The value 10 is the storage size. NULL varchar(10) VTELNO10 Up to 20 characters. The value 20 is the storage size. NULL varchar(20) VTELNO20 Up to n characters. The value n is the storage size. NULL char(n) char(n) Up to n characters. The value n is the storage size. NULL varchar(n) varchar(n) Up to 2,147,483,647 bytes of binary data. The storage size is determined by the length of the data. NULL image image A date and time accurate to the second. Stored as two four-byte integers (eight bytes total): days before or since January 1, 1900 and seconds since midnight. NULL datetime datetime A date and time accurate to the minute. Stored as two unsigned two-byte integers (four bytes total): number of days since January 1, 1900 and minutes since midnight. NULL smalldatetime smalldatetime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 5 Introduction Data Types

Page 24

Real-Time and Historical Data Unified ICM and Unified CCE software maintains real-time and historical status information about certain objects in the system such as service, skill groups, routes, and scripts. For example, the Route Real Time table contains real-time information about each route. The Route Five Minute and Route Half Hour tables contain historical information about each route. The Route Real Time table contains one row for each route. (It has a one-to-one relationship with the Route table.) The Route Half Hour table contains many rows for each route--Unified ICM and Unified CCE software adds an additional row for each route every half hour. (It has a one-to-many relationship with the Route table.) The Half Hour database tables available in the database are not populated because these tables are not supported. These tables are replaced by the Interval database tables. Note The system software updates the real-time tables in the database every ten seconds. Real-time information includes information about what is happening right now (for example, CallsQNow and ExpectedDelay). It also includes summary information about what has happened during the last five minutes (for example, CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example, CallsRoutedHalf and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and CallsHandledToday). Unified ICM and Unified CCE software generates historical information on five- and 30-minute intervals, with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds a new row for each Route to the Route Five Minute table every five minutes. Unified ICM and Unified CCE software adds a new row for each Route to the Route Half Hour table every 30 minutes. Some of the information for the historical tables is derived from accumulation fields in the real-time tables. For example, at the end of each five-minute interval, the value from the CallsOfferedTo5 field in the Route Real Time table is copied to the CallsOfferedTo5 field of the Route Five Minute table. Each five- and 30-minute row contains a field for the date-time. The time stored in this field is the time at the start of the interval. For example, a Service Five Minute row for the interval from 10:00 a.m. to 10:05 a.m. contains the time 10:00 a.m. However, some fields within the table contain a snapshot of data from the end of the interval. For example, the CallsQNow field of the Service Five Minute table contains the number of calls queued at the end of the five-minute period. Therefore, the Service Five Minute row with the time of 10:00 a.m. tells you the number of calls queued at 10:05 a.m. To find the number of calls queued at 10:00 a.m., look at the Service Five Minute record for 9:55 a.m. Call Detail Data Each time Unified ICM and Unified CCE software processes a routing request, it generates a Route Call Detail row that contains information about the request and routing decision it made. Each row includes the day on which the request was handled and a key value generated by Unified ICM and Unified CCE software that is unique among all requests handled that day. These two values together comprise a unique identifier for the call. When Unified ICM and Unified CCE software receives information that a call is completely done (that is, for example, it has been routed to a peripheral, handled by an agent, and disconnected), then a row about the call is written to the Termination Call Detail table. The Termination Call Detail row indicates the agent, skill group, and service that handled the call. It also contains information such as how long the caller was on hold, and whether the call was transferred to another agent after the initial routing. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 6 Introduction Real-Time and Historical Data

Image 1 from page 24

Page 25

If the call was sent to a translation route, the Termination Call Detail row contains the same day and router key values as the Route Call Detail row for the same call. You can use these fields to link the tables and find all the call detail information for a single call. This process is called cradle-to-grave call tracking. Historical data replication All tables are replicated in AW-HDS-DDS and HDS-DDS modes. For AW-HDS, all tables except the following gets replicated: • Route_Call_Detail • Route_Call_Variable • Termination_Call_Detail • Termination_Call_Variable Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 7 Introduction Historical data replication

Page 26

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 8 Introduction Historical data replication

Page 27

C H A P T E R 2 All Tables • Admin_Script_Schedule_Map, on page 14 • Agent, on page 17 • Agent_Attribute, on page 20 • Agent_Desk_Settings, on page 21 • Agent_Distribution, on page 27 • Agent_Event_Detail, on page 28 • Agent_Interval, on page 36 • Agent_Logout, on page 40 • Agent_Real_Time, on page 42 • Agent_Skill_Group_Interval, on page 48 • Agent_Skill_Group_Logout, on page 65 • Agent_Skill_Group_Real_Time, on page 66 • Agent_State_Trace, on page 68 • Agent_Service_Enabled, on page 73 • Agent_Targeting_Rule, on page 74 • Agent_Targeting_Rule_Member, on page 76 • Agent_Targeting_Rule_Range, on page 77 • Agent_Team, on page 77 • Agent_Team_Member, on page 79 • Agent_Team_Supervisor, on page 80 • Announcement, on page 80 • Application_Event, on page 81 • Application_Gateway, on page 84 • Application_Gateway_Connection, on page 85 • Application_Gateway_Globals, on page 87 • Application_Gateway_Half_Hour, on page 89 • Application_Instance, on page 91 • Application_Path, on page 92 • Application_Path_Member, on page 94 • Application_Path_Real_Time, on page 94 • Attribute, on page 96 • Attribute_Set, on page 98 • Attribute_Set_Member, on page 99 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 9

Image 1 from page 27

Page 28

• AWControl, on page 99 • Blended_Agent_Options, on page 100 • Bucket_Intervals, on page 104 • Bulk_Job, on page 105 • Business_Entity, on page 107 • Business_Hours, on page 108 • Business_Hours_Real_Time, on page 110 • Business_Hours_Reason, on page 111 • Call_Event_Detail (Reserved for future use), on page 112 • Call_Type, on page 112 • Call_Type_Interval, on page 114 • Call_Type_Map, on page 128 • Call_Type_SG_Interval, on page 129 • Call_Type_Real_Time, on page 142 • Campaign, on page 156 • Campaign_Half_Hour, on page 165 • Campaign_Query_Rule, on page 166 • Campaign_Query_Rule_Half_Hour, on page 169 • Campaign_Query_Rule_Interval, on page 172 • Campaign_Query_Rule_Real_Time, on page 175 • Campaign_Skill_Group, on page 184 • Campaign_Target_Sequence, on page 186 • Cfg_Mngr_App_Snapshot_State, on page 187 • Cfg_Mngr_Globals, on page 188 • Cfg_Mngr_User_Desktop_Snap, on page 189 • Cfg_Mngr_User_Menu, on page 191 • Cfg_Mngr_User_Settings, on page 192 • Cfg_Mngr_View, on page 193 • Class_Access_Xref, on page 194 • Class_List, on page 194 • Class_Security, on page 195 • ClassID_To_ObjectType, on page 196 • Configuration_Limit, on page 197 • Config_Message_Log, on page 199 • Congestion Control, on page 200 • Contact_Share_Group, on page 203 • Contact_Share_Group_Member, on page 204 • Contact_Share_Queue, on page 205 • Contact_Share_Rule, on page 206 • Controller_Time, on page 207 • Customer_Definition, on page 207 • Customer_Options, on page 208 • Default_Call_Type, on page 209 • Default_Configuration, on page 210 • Department, on page 211 • Department _Member , on page 212 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 10 All Tables

Page 29

• Device_Target, on page 213 • Dialed_Number, on page 215 • Dialed_Number_Label, on page 217 • Dialed_Number_Map, on page 217 • Dial_Number_Plan, on page 219 • Dialer, on page 220 • Dialer_Detail, on page 225 • Dialer_Half_Hour, on page 231 • Dialer_Interval, on page 234 • Dialer_Port_Map, on page 237 • Dialer_Port_Real_Time, on page 238 • Dialer_Real_Time, on page 240 • Dialer_Skill_Group_Half_Hour, on page 244 • Dialer_Skill_Group_Real_Time, on page 247 • ECC_Payload, on page 249 • ECC_Payload_Member, on page 250 • Enterprise_Route, on page 251 • Enterprise_Route_Member, on page 252 • Enterprise_Service, on page 253 • Enterprise_Service_Member, on page 254 • Enterprise_Skill_Group, on page 255 • Enterprise_Skill_Group_Member, on page 256 • Event, on page 257 • Expanded_Call_Variable, on page 259 • Feature_Control_Set, on page 261 • Global_Configuration, on page 262 • ICR_Globals, on page 263 • ICR_Instance, on page 267 • ICR_Locks, on page 268 • ICR_Node, on page 269 • ICR_View, on page 271 • Ids, on page 272 • Import_Log, on page 273 • Import_Rule, on page 274 • Import_Rule_Clause, on page 278 • Import_Rule_History, on page 280 • Import_Rule_Real_Time, on page 281 • Import_Schedule, on page 282 • Label, on page 283 • Logger_Admin, on page 285 • Logger_Meters, on page 286 • Logger_Type, on page 288 • Logical_Interface_Controller, on page 288 • Location, on page 290 • Location_Member, on page 290 • Machine_Address, on page 291 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 11 All Tables

Page 30

• Machine_Connection_Profile, on page 292 • Machine_Host, on page 292 • Machine Host Attributes, on page 297 • Machine_Service, on page 298 • Master_Script, on page 302 • Media_Class, on page 304 • Media_Routing_Domain, on page 305 • Network_Event_Detail, on page 308 • Network_Target, on page 310 • Network_Trunk_Group, on page 311 • Network_Trunk_Group_Half_Hour, on page 312 • Network_Trunk_Group_Real_Time, on page 314 • Network_Vru, on page 316 • Network_Vru_Bank, on page 317 • Network_Vru_Script, on page 318 • Next_Available_Number, on page 320 • Object_Access_Xref, on page 320 • Object_List, on page 321 • Object_Security, on page 322 • Person, on page 323 • Peripheral, on page 326 • Peripheral_Default_Route, on page 330 • Peripheral_Interval, on page 331 • Peripheral_Monitor, on page 333 • Peripheral_Real_Time, on page 335 • Peripheral_Set, on page 338 • Peripheral_Set_Controller , on page 339 • Peripheral_Set_Host, on page 340 • Peripheral_Target, on page 341 • Persistent_Variable, on page 342 • Physical_Controller_Half_Hour, on page 343 • Physical_Interface_Controller, on page 344 • Precision_Queue, on page 346 • Precision_Q_Real_Time Table, on page 348 • Precision_Queue_Step, on page 359 • Precision_Q_Step_Real_Time, on page 359 • Precision_Queue_Term, on page 360 • Query_Rule, on page 362 • Query_Rule_Clause, on page 364 • Reason_Code, on page 365 • Recovery, on page 367 • Recurring_Schedule_Map, on page 368 • Region, on page 370 • Region_Info, on page 371 • Region_Member, on page 371 • Region_Prefix, on page 372 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 12 All Tables

Page 31

• Region_View, on page 373 • Region_View_Member, on page 377 • Rename, on page 378 • Route, on page 379 • Route_Call_Detail, on page 380 • Route_Call_Variable, on page 391 • Route_Five_Minute, on page 392 • Route_Half_Hour, on page 396 • Route_Real_Time, on page 401 • Router_Queue_Interval, on page 406 • Routing_Client, on page 416 • Routing_Client_Five_Minute, on page 420 • Routing_Pattern, on page 427 • Schedule, on page 428 • Schedule_Import, on page 430 • Schedule_Import_Real_Time, on page 432 • Schedule_Map, on page 434 • Schedule_Report, on page 435 • Schedule_Report_Input, on page 437 • Schedule_Source, on page 438 • Scheduled_Target, on page 439 • Scheduled_Target_Real_Time, on page 440 • Script, on page 441 • Script_Cross_Reference, on page 443 • Script_Data, on page 444 • Script_Five_Minute, on page 444 • Script_Print_Control, on page 446 • Script_Queue_Real_Time, on page 446 • Script_Real_Time, on page 447 • Script_Table, on page 448 • Script_Table_Column, on page 449 • Sec_Group, on page 450 • Sec_User, on page 451 • Service, on page 452 • Service_Array, on page 455 • Service_Array_Member, on page 457 • Service_Five_Minute, on page 458 • Service_Interval, on page 463 • Service_Level_Threshold, on page 472 • Service_Member, on page 473 • Service_Real_Time, on page 474 • Shift, on page 490 • SIP_Server_Group, on page 491 • SIP_Server_Group_Elements, on page 492 • Skill_Group, on page 493 • Skill_Group_Five_Minute, on page 497 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 13 All Tables

Page 32

• Skill_Group_Interval, on page 501 • Skill_Group_Member, on page 527 • Skill_Group_Real_Time, on page 527 • Skill_Target, on page 543 • Smart_License_Entitlements , on page 544 • Smart_License_Info, on page 547 • Smart_License_Product, on page 549 • Smart_License_Server, on page 551 • Special_Day_Schedule, on page 554 • Survey_Question (For Future Use), on page 556 • Survey_Result (For Future Use), on page 558 • System_Attribute, on page 560 • System_Capacity_Interval, on page 561 • System_Capacity_Real_Time, on page 563 • Termination_Call_Detail, on page 566 • Termination_Call_Variable, on page 585 • Time_Zone_Location, on page 586 • Translation_Route, on page 587 • Translation_Route_Half_Hour, on page 588 • Trunk, on page 590 • Trunk_Group, on page 591 • Trunk_Group_Five_Minute, on page 593 • Trunk_Group_Half_Hour, on page 594 • Trunk_Group_Real_Time, on page 596 • User_Formula, on page 597 • User_Formula_Equation, on page 598 • User_Group, on page 599 • User_Group_Member, on page 601 • User_Security_Control, on page 602 • User_Supervisor_Map, on page 603 • User_Variable, on page 604 • Version, on page 605 • View_Column, on page 606 • Vru_Currency, on page 607 • Vru_Defaults, on page 608 • Vru_Locale, on page 610 • Vru_Port_Map, on page 611 • Week_Day_Schedule, on page 612 Admin_Script_Schedule_Map This table is in the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row describes the schedule associated with an administrative script. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 14 All Tables Admin_Script_Schedule_Map

Page 33

Use the Administrative Manager facility of the Script Editor to add, update, and delete Admin_Script_Schedule_Map records. Related tables • Master_Script, on page 302 (through MasterScriptID) Table 2: Indexes for Admin_Script_Schedule_Map Table index_keys index_description index_name MasterScriptID, SequenceNumber Primary key XPKAdmin_Script_Schedule_Map Table 3: Fields in Admin_Script_Schedule_Map Table Keys and NULL Option Data Type Description Name NOT NULL DBINT A bitmask specifying the days on which the script is run. To see values, see Days, on page 657. DayFlags NOT NULL DBSMALLINT Indicates to which day of month the schedule applies. To see values, see Days, on page 657. DayOfMonth NOT NULL DBSMALLINT In conjunction with DayType, the position of a day within a month. To see values, see Days, on page 657. DayPosition NOT NULL DBSMALLINT Indicates to which day the schedule applies. To see values, see Days, on page 657. DayType NULL DESCRIPTION Additional information about the schedule. Description NOT NULL DBSMALLINT The day of the month on which the schedule expires. The value is 0 if the schedule has no end date. EndDay NOT NULL DBSMALLINT The hour of the day at which the schedule expires. The value is 0 if the schedule has no end time. EndHour NOT NULL DBSMALLINT The minute of the hour at which the schedule expires. The value is 0 if the schedule has no end time. EndMinute NOT NULL DBSMALLINT The month in which the schedule expires. The value is 0 if the schedule has no end date. EndMonth Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 15 All Tables Admin_Script_Schedule_Map

Page 34

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The second of the minute at which the schedule expires. The value is 0 if the schedule has no end time. EndSecond NOT NULL DBINT The year in which the schedule expires. The value is 0 if the schedule has no end date. EndYear PK, FK NOT NULL DBINT The scheduled administrative script. MasterScriptID NOT NULL DBSMALLINT Indicates to which month the schedule applies: • 0 = Applies to every month • 1-12 = Specifies the month of year MonthOfYear NOT NULL DBSMALLINT The granularity of the script frequency interval: • 0 = hours • 1 = minutes • 2 = seconds Recurrence NOT NULL DBINT Specifies how many recurrence intervals occur between successive operations. RecurrenceFreq PK NOT NULL DBINT Index for schedules associated with a specific master script. SequenceNumber NOT NULL DBSMALLINT The day of the month on which the schedule goes into effect (1 through 31). StartDay NOT NULL DBSMALLINT The hour of the day at which the schedule goes into effect. StartHour NOT NULL DBSMALLINT The minute of the hour at which the schedule goes into effect. StartMinute NOT NULL DBSMALLINT The month in which the schedule goes into effect (1 through 12). StartMonth NOT NULL DBSMALLINT The second of the minute at which the schedule goes into effect. StartSecond NOT NULL DBINT The year in which the schedule goes into effect StartYear Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 16 All Tables Admin_Script_Schedule_Map

Page 35

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The type of schedule. Type Agent This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target, on page 635. To see database rules for these tables, see Skill Target Tables, on page 702. It contains one record for each agent (a person capable of answering calls). Each agent is associated with a specific peripheral (ACD) and can be a member of one or more skill groups. Use Configuration Manager to add, update, and delete Agent records. Related Tables • Agent_Attribute, on page 20 (through SkillTargetID) • Agent_Desk_Settings, on page 21 (through AgentDeskSettingsID) • Agent_Event_Detail, on page 28 (through SkillTargetID) • Agent_Logout, on page 40 (through SkillTargetID) • Agent_Real_Time, on page 42 (through SkillTargetID) • Agent_State_Trace, on page 68 (through SkillTargetID) • Agent_Service_Enabled, on page 73(through SkillTargetID) • Agent_Team_Member, on page 79 (through SkillTargetID) • Dialer_Detail, on page 225 (through PeripheralNumber) • Peripheral, on page 326 (through PeripheralID) • Person, on page 323 (through PersonID) • Schedule, on page 428 (through ScheduleID) • Skill_Group_Member, on page 527 (through SkillTargetID) • Skill_Target, on page 543 (through SkillTargetID) • Termination_Call_Detail, on page 566 (AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps to Agent.SkillTargetID) Table 4: Indexes for Agent Table index_keys index_description index_name SkillTargetID Primary key XPKAgent Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 17 All Tables Agent

Page 36

index_keys index_description index_name PeripheralID, PersonID Unique key XAK1Agent_Map PeripheralID, PeripheralNumber Unique key XAK2Agent AgentDeskSettingsID Inversion key XIE2Agent ScheduleID Inversion key XIE3Agent EnterpriseName Inversion key XIE4Agent DateTimeStamp Inversion key XIE6Agent Table 5: Fields in Agent Table Keys and NULL Option Data Type Description Name FK, IE-2 NULL DBINT Identifies the agent desk settings associated with the agent. AgentDeskSettingsID NOT NULL DBCHAR Indicates whether the software collects agent state trace data for the agent: • Y = Yes • N = No AgentStateTrace NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(255) A string of parameters the software sends to the peripheral to initialize the agent. ConfigParam NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp NULL DBINT Provides different agents on the same peripheral the ability to have calls reported against a unique default skill group. For all calls where the peripheral default skill group would usually be used (agent-initiated outbound calls, or inbound calls queued to an agent when a skill group is not provided), the DefaultSkillGroup would be used instead. DefaultSkillGroup NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 18 All Tables Agent

Page 37

Keys and NULL Option Data Type Description Name NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the agent. Description IE-4 NOT NULL VNAME32 An enterprise name for the agent that is unique within the enterprise. You might form the name by combining the agent's first and last name with the name of the peripheral. In a Unified CCE deployment, this is the value that appears in the Cisco Unified Intelligence Center Agent Report Value List. For custom reporting, you may want to use the agent person LoginName (as is used for Packaged CCE), or agent last name/first name as a friendlier user representation. EnterpriseName AK-1, AK-2, FK NOT NULL DBSMALLINT Foreign key from the Peripheral table. PeripheralID NULL VNAME32 The name of the agent as known to the peripheral. PeripheralName AK-2 NOT NULL varchar(32) The agent's login ID assigned at the switch. PeripheralNumber AK-1, FK NOT NULL DBINT Foreign key from the Person table. PersonID FK, IE-3 NULL DBINT Identifies an imported schedule associated with the agent. ScheduleID PK, FK NOT NULL DBINT An identifier that is unique among all skill targets in the enterprise. SkillTargetID NOT NULL DBCHAR Indicates whether an agent is a supervisor. • Y = Yes, agent is a supervisor • N = No, agent is not a supervisor SupervisorAgent Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 19 All Tables Agent

Page 38

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates whether the agent is a temporary agent created by the CallRouter: • Y = Yes, created by the CallRouter • N = No, not created by the CallRouter TemporaryAgent NOT NULL DBCHAR Indicates if the record can by deleted by a user. Default is Y. UserDeletable Agent_Attribute This table defines the attributes that belong to an agent. For change stamp purposes, the parent table is Agent. • You can add or delete individual agents, or delete all agents from this table. • Attributes do not require a value. Queue memberships are solely based on the attributes that belong to an agent. Note Related Tables • Agent, on page 17 (through SkillTargetID) • Attribute, on page 96 (through AttributeID) Table 6: Indexes for Agent_Attribute Table index_keys index_description index_name SkillTargetID, AttributeID Primary key XPKAgent_Attribute AttributeID, AttributeValue Inversion key XIE1Agent_Attribute Table 7: Fields in Agent_Attribute Table Keys and NULL Option Data Type Description Name PK, IE-1 NOT NULL DBINT Foreign key to the Attribute table, and part of the primary key. AttributeID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 20 All Tables Agent_Attribute

Image 1 from page 38

Page 39

Keys and NULL Option Data Type Description Name IE-1 NULL varchar(255) Value of this attribute. AttributeValue NULL DESCRIPTION Description Description PK NOT NULL DBINT Foreign key to the Agent table, and part of the primary key. SkillTargetID Agent_Desk_Settings This table is part of the Skill Traget category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Each row defines the features available to an enterprise agent and state changes for the agent. Use Unified ICM Configuration Manager to add, update, and delete Agent_Desk_Settings records. Related tables • Agent, on page 17 (through AgentDeskSettingsID) • Peripheral, on page 326 (through AgentDeskSettingsID) Table 8: Indexes for Agent_Desk_Settings Table index_keys index_description index_name AgentDeskSettingsID Primary key XPKAgent_Desk_Settings EnterpriseName Unique key XAK1Agent_Desk_Settings Table 9: Fields in Agent_Desk_Settings Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates if the agent can select which groups they are logged on to. AgentCanSelectGroup PK NOT NULL DBINT A unique identifier for the agent desk settings. AgentDeskSettingsID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 21 All Tables Agent_Desk_Settings

Page 40

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates if calls to other agents are allowed: • Y = Yes, calls to other agents are allowed. • N = No, calls to other agents are not allowed. AgentToAgentCallsAllowed NOT NULL DBCHAR Indicates if calls to the agent are automatically answered: • Y = Yes, calls automatically answered. • N = No, calls are not automatically answered. AutoAnswerEnabled NULL DBINT Specifies whether to automatically record or not record when an emergency call request started: • 0 = Do not automatically record • 1 = Automatically record AutoRecordOnEmergency NOT NULL DBCHAR Indicates whether to automatically consider the agent available or not available after handling an incoming call. This field is not configurable. AvailAfterIncoming NOT NULL DBCHAR Indicates whether to automatically consider the agent available or not available after handling an outbound call. This field is not configurable. AvailAfterOutgoing NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time at which the record was added / updated. DateTimeStamp NULL VNAME32 Optional value to override the default port address for the agent telephony device. DefaultDevicePortAddress NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the desk settings. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 22 All Tables Agent_Desk_Settings

Page 41

Keys and NULL Option Data Type Description Name NULL DBINT Indicates whether Unified CCE creates a consultative call or a blind conference call for an emergency call request: • 0 = Consultative call • 1 = Blind conference call EmergencyCallMethod AK-1 NOT NULL VNAME32 An enterprise name for the agent desk settings that is unique within the enterprise. EnterpriseName NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL VARCHAR(64) Reserved for future use FutureUseVarchar1 NULL VARCHAR(255) Reserved for future use FutureUseVarchar2 NOT NULL DBCHAR Indicates if the agent must enter a reason before entering the Idle state: • Y = Yes, agent must enter a reason. • N = No, agent does not need to enter a reason. IdleReasonRequired NULL DBINT Number of seconds on non-activity at the desktop after which the software automatically logs out the agent. LogoutNonActivityTime NOT NULL DBCHAR Indicates if the agent must enter a reason before logging out: • Y = Yes, agent must enter a reason. • N = No, agent does not need to enter a reason. LogoutReasonRequired Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 23 All Tables Agent_Desk_Settings

Page 42

Keys and NULL Option Data Type Description Name NOT NULL DBINT Integer to determine whether the agent will be allowed to log into devices which have a shared ACD line. If the value is 0, the agent is not allowed to login to the shared ACD line. If the value is 1, the agent is allowed to login to the shared ACD line. MultilineAgentControl NOT NULL DBINT Integer to determine whether to play a ziptone when auto answering an inbound call. In order to set this field, auto answer must be enabled for the desk setting or an APIError will be returned If the value is 0, zip tone will not be played. If the value is 1, zip tone will be played. MultilineAgentStateBehavior NOT NULL DBCHAR Reserved for future use. NonACDCallsAllowed NOT NULL DBCHAR Indicates if the agent can initiate international calls: • Y = Yes, agent can initiate calls. • N = No, agent cannot initiate calls. OutboundAccessInternational NOT NULL DBCHAR Indicates if the agent can initiate operator assisted calls: • Y = Yes, agent can initiate calls. • N = No, agent cannot initiate calls. OutboundAccessOperatorAssisted NOT NULL DBCHAR Indicates if the agent can initiate outbound PBX calls: • Y = Yes, agent can initiate calls. • N = No, agent cannot initiate calls. OutboundAccessPBX NOT NULL DBCHAR Indicates if the agent can initiate calls through the private network: • Y = Yes, agent can initiate calls. • N = No, agent cannot initiate calls. OutboundAccessPrivateNet Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 24 All Tables Agent_Desk_Settings

Page 43

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates if the agent can initiate calls through the public network: • Y = Yes, agent can initiate calls. • N = No, agent cannot initiate calls. OutboundAccessPublicNet NULL DBINT Indicates how frequently calls to the agent are recorded. QualityRecordingRate NULL DBINT (For future use.) Specifies if the call requests are routed through the Cisco Communication Manager PIM. The default is 0, which means that call requests do not get routed through the Cisco Communication Manager PIM. RecordingMode NOT NULL DBSMALLINT Determines how mobile agents who use this dial plan are handled. Values are: 0 = local agent, no remote access allowed. This is the default 1 = use call by call mobile agent routing. 2 = use nailed connection for mobile agent routing 3 = agent chooses call by call or nailed connection at login. RemoteAgentType NOT NULL DBCHAR Y or N. If Y, mobile agent is permitted to login without a desktop. RemoteLoginWithoutDesktop NULL DBINT Provides the dialed number identifier for the new re-route destination in case of a ring-no-answer. RingNoAnswerDialedNumberID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 25 All Tables Agent_Desk_Settings

Page 44

Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds a call may ring at the agent station before being redirected. Note For Unified CCE deployments with CVP, configure Ring No Answer (RNA) timeout in CVP only. This removes the requirement to manually align the relevant CVP and Unified CCE timer configuration. If you configure Ring No Answer timeout on CVP, you need not configure RNA timeout in Unified CCE. To configure RNA time in CVP, see the Patterns for RNA timeout on outbound SIP calls section in the CVP OAMP console. After a CVP requery due to the RNA condition, once the call is revoked, the agent is transitioned to the not ready state. For non-CVP based Unified CCE deployments, you must configure RNA timeout in Unified CCE (using the Agent Desk Settings List Tool on the CCE Administration Workstation). RingNoAnswerTime NULL DBINT Specifies whether an audio click sounds when silent monitoring is started: • 1 = An audible click sounds. • 0 = An audible click does not sound. SilentMonitorAudibleIndication NULL DBINT Specifies whether a warning message box appears on the agent's desktop when silent monitoring is started: • 1 = A warning message box appears. • 0 = A warning message box does not appear. SilentMonitorWarningMessage NULL DBINT Indicates whether Unified CCE Enterprise creates a consultative call or a blind conference call for the supervisor assistance request: • 0 = Consultative call • 1 = Blind conference SupervisorAssistCallMethod NOT NULL DBCHAR Indicates if the agent can initiate supervisor assisted calls: • Y = Yes, agent can initiate calls. • N = No, agent cannot initiate calls. SupervisorCallsAllowed Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 26 All Tables Agent_Desk_Settings

Page 45

Keys and NULL Option Data Type Description Name NULL DBINT Specifies the auto wrap-up time out. The default value is 0 (auto wrap-up is disabled). WorkModeTimer NOT NULL DBINT Indicates if the agent is allowed or required to enter wrap-up data after an inbound call: • 0= Required • 1 = Optional • 2= Not allowed • 3= Required with wrap-up data WrapupDataIncomingMode NOT NULL DBINT Indicates if the agent is allowed or required to enter wrap-up data after an outbound call: • 0= Required • 1 = Optional • 2= Not allowed WrapupDataOutgoingMode Agent_Distribution This is one of the Peripheral Detail tables in the Device category. For more information, see Device, on page 618. For database rules, see Device Tables, on page 698. Each row indicates whether to send real-time and historical agent data from a specific peripheral to a specific Administration & Data Server. Use Unified ICM Configuration Manager to add, update, and delete Agent_Distribution records. Related tables • Peripheral, on page 326 (through PeripheralID) Table 10: Indexes for Admin_Distribution Table index_keys index_description index_name AgentDistributionID Primary key XPKAgent_Distribution PeripheralID, DistributorSiteName Unique key XAK1Agent_Distribution Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 27 All Tables Agent_Distribution

Page 46

Table 11: Fields in Agent_Distribution Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A unique identifier for the agent distribution. AgentDistributionID NOT NULL DBCHAR The flag that indicates to send Agent historical to HDS server filtered by peripheral. Default: Y AgentHistoricalData NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time at which the record was added / updated. DateTimeStamp AK-1 NOT NULL VNAME32 The name of the Distributor site to which agent data is sent. DistributorSiteName NOT NULL DBCHAR Indicates whether to send agent data or not: • Y = Yes, an agent can send data. • N = No, an agent cannot send data. Enabled AK-1, FK NOT NULL DBSMALLINT The peripheral from which agent data is sent. PeripheralID Agent_Event_Detail This table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. This table can become large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified ICM and Unified CCE components). Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs. You can have this capabilities only if you enable Agent Event Details checkbox from the PG Explorer. To get the additional Agent Events, the extended Agent events feature has to be turned ON. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 28 All Tables Agent_Event_Detail

Image 1 from page 46

Page 47

Related tables • Agent, on page 17 (through SkillTargetID) • Media_Routing_Domain, on page 305 (through MRDomainID) Table 12: Indexes for Agent_Event_Detail Table index_keys index_description index_name DateTime, SkillTargetID, MRDomainID, TimeZone Primary key XPKAgent_Event_Detail RecoveryKey Unique key XAK1Agent_Event_Detail DbDateTime Inversion key XIEIAgent_Event_Detail Table 13: Fields in Agent_Event_Detail Table Keys and NULL Option Data Type Description Name NULL VNAME32 The extension or the instrument number to which the Agent is logged into. Note This field is applicable only for CCE Agent Peripheral. AgentDialedNumber NULL VARCHAR(64) A unique identifier for the agent login session. The session is same for Agent login across multiple MRDs. Note This field is applicable only for CCE Agent Peripheral. AgentSessionID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 29 All Tables Agent_Event_Detail

Page 48

Keys and NULL Option Data Type Description Name NULL DBINT Reports the agent state field. The state will be same as the Agent Real Time fields. See Agent_State_Trace, on page 68 • 0 = Logged Off • 1 = Logged On • 2 = Not Ready • 3 = Ready • 4 = Talking • 5 = Work Not Ready • 6 = Work Ready • 7 = Busy Other • 8 = Reserved • 9 = Call Initiated • 10 = Call Held • 11 = Active • 12 = Paused • 13 = Interrupted • 14 = Not Active Note These fields are applicable only for CCE Agent Peripheral and Extended Events feature is enabled. AgentState PK NOT NULL DBDATETIME The date and time (in Central Controller local time) that the transition for the event occurred. For the NOT_READY event, the date and time (in Central Controller local time) that the transition for the event occurred or the interval boundary occurred. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 30 All Tables Agent_Event_Detail

Page 49

Keys and NULL Option Data Type Description Name NULL DBINT Direction of call on which the agent is currently working: • NULL= None • 0 = None • 1 = In (non-voice tasks are always inbound) • 2 =Out • 3 = Other In • 4 = Other Out/Direct Preview • 5 = Outbound Reserve • 6 = Outbound Preview • 7 = Outbound Predictive/Progressive Note These fields are applicable only for CCE Agent Peripheral. Direction NULL VNAME32 The Dialed Number of the incoming call. Note This field is pplicable only for CCE Agent Peripheral. DialedNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 31 All Tables Agent_Event_Detail

Page 50

Keys and NULL Option Data Type Description Name NULL DBINT Duration in seconds associated with the EVENT: LOGIN: Typically set to zero LOGOUT: Number of seconds the agent was logged into the Media Routing Domain. NOT_READY: Number of seconds the agent was in the NotReady State with respect to the Media Routing Domain, from the last state change, in NOT_READY state with reason code change, or from the last interval boundary. For example: Time=12:10:00 Agent NotReady state transition Time=12:11:00 Agent Ready state transition, AgentEventDetail.Duration=60 Time=12:25:00 Agent NotReady state transition Time=12:30:00 Interval boundary change, AgentEventDetail.Duration=300 Time=13:00:00 Interval boundary change, AgentEventDetail.Duration=1800 Duration Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 32 All Tables Agent_Event_Detail

Page 51

Keys and NULL Option Data Type Description Name NULL DBINT Event transition that occurred. This value represents the event that is triggered and does not correlate with Agent State values. • 1= LOGIN • 2 = LOGOUT • 3 = NOT_READY • 4 = AVAILABLE • 5 = TALKING • 6 = WORK_NOT_READY • 7 = WORK_READY • 8 = RESERVED • 9 = HOLD • 10 = ACTIVE • 11 = PAUSED • 12 = INTERRUPTED • 13 = NOT_ACTIVE Note To enable the agent events of value 1 to 3, you must select the Agent event details checkbox in the PG Explorer. To enable the agent events of value 4 to 13, you must select Extended Event Detail checkbox from the Unified CCE Administration > Call Settings

Miscellaneous window. Note Extended events applicable only for CCE Agent Peripheral. Event NULL DBDATETIME The date and time the event occurred is presented in UTC format. Note This field is applicable only for CCE Agent Peripheral. EventDateTimeUTC NULL DBINT Reserved for future use FutureUseInt1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 33 All Tables Agent_Event_Detail

Page 52

Keys and NULL Option Data Type Description Name NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL VARCHAR(64) Reserved for future use FutureUseVarchar1 NULL VARCHAR(64) Reserved for future use FutureUseVarchar2 NOT NULL DBDATETIME The date and time (in Central Controller local time) when the agent initially logged into the Media Routing Domain. LoginDateTime PK NOT NULL DBINT The ID of the Media Routing Domain with which the event is associated. MRDomainID Null DBINT An identifier assigned to the call by the peripheral (ACD, IVR). The range and type of value used in this field vary depending on the type of peripheral. For example: • ACD 1 views an original call, a transfer, and a consultative call as three separate calls (Call IDs 1001, 1002, 1003 respectively). • ACD 2 views all three calls as a continuation of the same call (Call IDs 1001, 1001, 1001 respectively). • ACD 3 views the original and transfer as the same call, but the consultative call as a second call (Call IDs 1001,1002, 1001 respectively). • ACD 4 views the original call as one call and the original and transfer as another call (Call IDs 1001, 1002, 1002 respectively). In addition, the identifier used may not be unique depending on the peripheral's implementation. Note This field is applicable only for CCE Agent Peripheral. PeripheralCallKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 34 All Tables Agent_Event_Detail

Page 53

Keys and NULL Option Data Type Description Name NULL DBINT The Precision Queue ID is used for the call. Note This field is for future use. PrecisionQueueID NULL DBINT The ReasonCode associated with the event. See Reason Codes, on page 675. ReasonCode AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT A call key counter that is created and set as a value that is the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. Applicable only if the agent is active call. Note This field is applicable only for CCE Agent Peripheral. RouterCallKey NULL DBINT Indicates the day that the call was received and the Route_Call_Detail record was created. Applicable only if the agent is active call. Note This field is applicable only for CCE Agent Peripheral. RouterCallKeyDay NOT NULL DBINT A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. Note This field is applicable only for CCE Agent Peripheral. RouterCallKeySequenceNumber NULL DBINT Skill Group ID used for Router Skill Group the call. Note This field is applicable only for CCE Agent Peripheral. SkillGroupID PK NOT NULL DBINT The SkillTargetID of the agent. SkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 35 All Tables Agent_Event_Detail

Page 54

Keys and NULL Option Data Type Description Name PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NOT NULL DBINT Indicates index of call or task when handling multiple concurrent tasks like email or chat. This will be unique in a login session. Note This field is applicable only for CCE Agent Peripheral. TaskIndex NULL VARCHAR(40) Wrapup Data for Call/Task. Note This field is applicable only for CCE Agent Peripheral. WrapupData Agent_Interval This table describes the Agent Details under the 15 Minute Reporting category. Table 14: Indexes for Agent_Interval Table index_keys index_description index_name DateTime, SkillTargetID, Timezone, MRDomainID Primary key XPKAgent_Interval Recovery Key Unique key XAK1Agent_Interval DbDateTime Inversion key XIE1Agent_Interval Table 15: Fields in Agent_Interval Table Keys and NULL Option Data Type Description Name NULL DBINT Total time, in seconds, the agent was in the NOT ACTIVE state during the reporting interval. AvailTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 36 All Tables Agent_Interval

Page 55

Keys and NULL Option Data Type Description Name NULL DBINT The number of seconds in the reporting interval that this agent was available for this Media Routing Domain. An agent is available, or eligible to be assigned a task in this MRD, if the agent meets all these conditions: 1. The agent is in any state other than Not Ready state for this MRD. 2. The agent is not working on a non-interruptible task in another MRD. 3. Only email tasks are interruptible, meaning that system software can assign agents another task while they are working on an email. Voice calls, and chat sessions cannot be interrupted. 4. The agent has not reached the maximum task limit for this MRD. For voice calls, the task limit is always one task. For email and chat, the maximum task limit is configurable and can be more than one task. The agent is considered eligible to be assigned emails or chat until the maximum task limit is reached for that MRD. AvailableInMRDTime PK NOTNULL DBSMALLDATE The Central Controller date and time at the start of the interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL varchar(32) The last extension the agent was logged in to during this interval. Extension NULL DBINT Total time, in seconds, the agent was logged in to this Media Routing Domain during the reporting interval. LoggedOnTime PK NOTNULL DBINT Identifies the Media Routing Domain. MRDomainID NULL DBINT Total time, in seconds, the agent was in the Not Ready state with respect to this Media Routing Domain during the reporting interval. (In the Not Ready state, agents are logged on, but are not involved in any call handling activity, or available to handle a call.) NotReadyTime NULL DBINT Indicates how many non-ACD calls the agent answered on one of the non-ACD lines. Only populated when Multiline feature is enabled. NonACDLineCallsInCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 37 All Tables Agent_Interval

Page 56

Keys and NULL Option Data Type Description Name NULL DBINT Indicates how many non-ACD calls the agent initiated on one of the non-ACD lines. Only populated when Multiline feature is enabled. NonACDLineCallsOutCount NULL DBINT Indicates how much time the agent spent on non-ACD calls that the agent answered on the non-ACD lines. This time includes the time from answered until the call ended. Only populated when Multiline feature is enabled. Only applies to Unified CCE. NonACDLineCallsInTime NULL DBINT Indicates how much time the agent spent on non-ACD calls that the agent initiated on the non-ACD lines. This time includes the time from when the call was initiated until the call ended whether the call was answered. Only populated when Multiline feature is enabled. Only applies to Unified CCE. NonACDLineCallsOutTime NULL DBINT The total number of pick requests picked by this agent in the reporting interval. PickRequests NULL DBINT The total number of pull requests picked by this agent in the reporting interval. PullRequests NULL DBINT Number of pick requests resulting in an error either due to routing failure or those that abandon/ terminate before being delivered to Agent's inbox. PickErrors NULL DBINT Number of pull requests resulting in an error either due to routing failure or those that abandon / terminate before being delivered to Agent's inbox. PullErrors AK-1 NOTNULL DBFLT8 A unique ID assigned to each record and used internally by the Unified ICM and Unified CCE Enterprise software to track the record. RecoveryKey NULL DBINT The value indicates half-hour boundary interval (0 to 47). Two 15-minute interval records have unique half hour boundary values. ReportingHalfHour NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. ReportingInterval NULL DBINT Reserved for future use. Reserved1 NULL DBINT Reserved for future use. Reserved2 NULL DBINT Reserved for future use. Reserved3 NULL DBINT Reserved for future use. Reserved4 NULL DBFLT4 Reserved for future use. Reserved5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 38 All Tables Agent_Interval

Page 57

Keys and NULL Option Data Type Description Name NULL DBINT The number of seconds in the reporting interval that this agent was routable for this MRD. RoutableInMRDTime NULL DBINT Number of calls queued to the agent by the CallRouter that were abandoned during the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. RouterCallsAbandQ NULL DBINT Number of calls queued to the agent by the CallRouter during the reporting interval. RouterQueueCalls NULL DBINT The count of calls routed or queued to the agent in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. RouterCallsOffered NULL DBINT The count of calls abandoned after they have been routed to an agent, during the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE. RouterCallsAband NULL DBINT This value is incremented when a call is dequeued from an agent and routed to another agent in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. RouterCallsDequeued NULL DBINT For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval. For systems using Ring on No Answer (RONA), this is the count of TCDs with call disposition of DBCDF_REDIRECTED. If a system has both configurations, both events increment this field. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE. RouterCallsRedirected NULL DBINT The count of calls that the agent answers in this Skill Group in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE. RouterCallsAnswered Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 39 All Tables Agent_Interval

Page 58

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls this agent handles during the reporting interval. This reflects the number of calls that were sent to this agent that have the Handled type of Call Disposition Flag value

For systems that use the Router Requery feature, this is the count of requery events for the call in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. This field is applicable to Unified CCE. RouterCallsHandled NULL DBINT The number of calls that result in an error condition in the reporting interval. This field is valid only if calls are routed directly to an agent, by either the Queue-to-Agent node or the Send-to-Agent node in the routing script. See Rotuer Error Codes for the complete list of RouterError codes. RouterError PK NOTNULL DBINT Identifies the agent. SkillTargetID PK NOTNULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT Total time, in seconds, the agent spent talking on internal calls during the reporting interval. Only defined for voice media. For non-voice media, this is set to zero. TalkOtherTime Agent_Logout This table is one of the Agent Detail tables in the Skill Target categor (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Central database only. Each row provides statistics for an agent's session. A session begins when an agent first logs in to the system and ends when the agent logs out. Related Tables • Agent, on page 17 (through SkillTargetID) • Media_Routing_Domain, on page 305 (through MRDomainID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 40 All Tables Agent_Logout

Page 59

Table 16: Indexes for Agent_Logout Table index_keys index_description index_name LogoutDateTime, SkillTargetID, TimeZone, MRDomainID Primary key XPKAgent_Logout RecoveryKey Unique key XAK1Agent_Logout DbDateTime Inversion key XIEAgent_Logout Table 17: Fields in Agent_Logout Table Keys and NULL Option Data Type Description Name IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column DbDateTime NULL varchar (32) Extension the Agent was logged in Extension NULL DBINT Number of seconds the agent was logged in. LoginDuration PK NOT NULL DBDATETIME Central Controller date and time when the agent logged out. LogoutDateTime PK NOT NULL DBINT The identifier for the Media Routing Domain associated with the agent logout. MRDomainID NULL DBINT The device target the agent was logged on to. This applies to Unified CCE agents only. NetworkTargetID NULL DBSMALLINT The type of phone being used: 0 = normal ACD/Unified CCE phone, or non-voice task 1 = remote phone, call by call 2 = remote phone, nailed connection All new agent logout data has a NOT NULL value by default. During upgrade or migration, the value for this column is NULL. PhoneType NULL DBINT Reason code returned by the peripheral for the agent logout. See Reason Codes, on page 675. ReasonCode AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified ICM and Unified CCE Enterprise software to track the record. RecoveryKey NULL varchar(32) For a mobile agent working remotely, the current phone number. RemotePhoneNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 41 All Tables Agent_Logout

Page 60

Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Identifies the agent. SkillTargetID PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Agent_Real_Time This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target, on page 635. To see database rules for these tables, see Skill Target Tables, on page 702. Local database only. Each row in the table is for an agent and MRD pair currently logged in. For example, if the agent was logged into three MRDs, then the agent has three rows in the table. Related tables • Agent, on page 17 (through SkillTargetID) • Media_Routing_Domain, on page 305 (through MRDomainID) • Precision_Queue, on page 346 (through PrecisionQueueID) • Service, on page 452 (ServiceSkillTargetID maps to Service.SkillTargetID) • Skill_Group, on page 493 (SkillGroupSkillTargetID maps to SkillGroup.SkillTargetID) Table 18: Index - Agent_Real_Time Table index_keys index_description index_name SkillTargetID, MRDomainID Primary key XPKAgent_Real_Time Table 19: Fields in Agent_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT Reserved for future use. AgentStatus NULL DBINT The current real time state of the agent with respect to this MRD. To see Agent State values, see AgentState, on page 654. AgentState Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 42 All Tables Agent_Real_Time

Page 61

Keys and NULL Option Data Type Description Name NULL DBINT The agent's availability status with respect to the MRD: • 0 = Not Available • 1 = ICM Available • 2 = Application Available AvailableInMRD NULL DBINT The number of tasks associated with this MRD on which this agent is currently working. CallInProgress NULL DBINT The campaign ID for the campaign associated with this call. This field is populated when the call is answered by an agent. Note This field is applicable to Outbound Option only CampaignID NULL varchar(30) The account number of the caller with whom the agent is speaking. This field is populated when the call is answered by an agent. Note This field is applicable to Outbound Option only. CustomerAccountNumber NULL VTELNO20 The phone number of the caller with whom the agent is speaking. This field is populated when the call is answered by an agent. Note This field is applicable to Outbound Option only. CustomerPhoneNumber NOT NULL DBDATETIME The Central Controller date and time at the start of the interval. DateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 43 All Tables Agent_Real_Time

Page 62

Keys and NULL Option Data Type Description Name NULL DBDATETIME The date and time of the agent last mode change in this MRD. 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 Unified ICM controls the agent and assigns tasks to the agent. When an agent is routable for an MRD, an application instance (for example, Email and Web Manager) will not allow the agent to work on a task unless Unified ICM assigns the task. If the mode is not routable, the application instance (for example: Email and Web Manager) will not allow the agent to work on a task unless Unified ICM assigns the task. For Email and Web Manager, an agent mode never changes. Each agent is always routable. An agent mode is always routable with respect to the voice MRD. DateTimeLastModeChange NULL DBDATETIME Date and time of the agent's last state change in this MRD. DateTimeLastStateChange NULL DBDATETIME Date and time the agent logged on to this MRD. Date and time of the agent's last state change in this MRD. DateTimeLogin NULL DBDATETIME The date and time of the agent's last task level change in this MRD. 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. DateTimeTaskLevelChange Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 44 All Tables Agent_Real_Time

Page 63

Keys and NULL Option Data Type Description Name NULL DBINT Destination type of outbound call on which the agent is currently working: • 0 = None • 1 = ACD • 2 = Direct • 3 = For predictive and progressive mode OB calls • 4 = For outbound reservation call • 5 = For Preview and Direct Preview mode OB calls Destination NULL DBINT Direction of call on which the agent is currently working: • NULL= None • 0 = None • 1 = In (non-voice tasks are always inbound) • 2 =Out • 3 = Other In • 4 = Other Out/Direct Preview • 5 = Outbound Reserve • 6 = Outbound Preview • 7 = Outbound Predictive/Progressive Direction NULL varchar(32) Extension on which the agent is currently working. Extension NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT The maximum number of tasks associated with this Media Routing Domain on which this agent can work simultaneously. MaxTasks Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 45 All Tables Agent_Real_Time

Page 64

Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The identifier for the Media Routing Domain associated with this peripheral. MRDomainID FK NULL DBINT Unique identifier for the target. Note This applies for Unified CCE agents only. NetworkTargetID NULL DBINT OnHold status of the agent: • 0 = Call not on hold • 1 = Call on hold OnHold NOT NULL DBSMALLINT The kind of phone being used: • 0 = normal ACD/IP phone, or non voice task • 1 = remote phone, call by call • 2 = remote phone, nailed connection PhoneType NULL DBINT Identifies the Precision Queue for the call on which the Agent is currently working otherwise the value will be 0. PrecisionQueueID NULL DBINT Note This field is applicable to Outbound Option only. QueryRuleID NULL DBINT Code received from the peripheral indicating the reason for the agent's last state change. See Reason Codes, on page 675. Note ReasonCode is supported for the Not Ready and Logged Off agent states only. ReasonCode NULL varchar(32) For a mobile agent who is working remotely, current phone number. RemotePhoneNumber NULL DBINT Indicates whether the agent has requested supervisor assistance: • 1= Yes, the agent requested assistance. • 0= No, the agent did not request assistance. Note This field is applicable to Unified CCE. RequestedSupervisorAssist Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 46 All Tables Agent_Real_Time

Page 65

Keys and NULL Option Data Type Description Name NULL DBINT Indicates whether calls from the agent are routable with respect to this Media Routing Domain: • 1 = the agent is routable. • 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 calls in this mode are routable, the Unified ICM controls the agent and assigns tasks to the agent. When a call from an agent is routable for an MRD, an application instance (for example: Email and Web Manager) will not allow the agent to work on a task unless Unified ICM assigns the task. If a call from the mode is not routable, the application instance (for example: Email and Web Manager) controls the agent and assigns tasks to the agent. The system software tracks the agent's task activity by monitoring Offer Task, Start Task, and other messages from the application that describe the task on which the agent is working. For Email and Web Manager, an agent mode never changes. Each agent is always routable. Calls from an agent's mode are always routable with respect to the voice MRD. Routable NULL DBINT Number of calls currently queued for the agent at the CallRouter. RouterCallsQueueNow NULL DBDATETIME The time when the longest call in queue was queued for the agent. RouterLongestCallQ Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 47 All Tables Agent_Real_Time

Page 66

Keys and NULL Option Data Type Description Name NULL DBINT Identifies the service for the call on which the agent is currently working. If this agent is not working on a task in this MRD, this field is zero. If the agent is working on only one task in this MRD, this field is the ID of the service associated with that task. If the agent is working on more than one task in this MRD, and at least one of these tasks is ACTIVE, this field is the ID of the service associated with one of those active tasks. Otherwise, this field is the ID of the service associated with one of the tasks on which the agent is working. ServiceSkillTargetID NULL DBINT Identifies the skill group for the call on which the agent is currently working. If this agent is not working on a task in this MRD, this field is zero. If the agent is working on only one task in this MRD, this field is the ID of the skill group associated with that task. If the agent is working on more than one task in this MRD, and at least one of these tasks is ACTIVE, this field is the ID of the skill group associated with one of those active tasks. Otherwise, this field is the ID of the skill group associated with one of the tasks on which the agent is working. SkillGroupSkillTargetID PK, FK NOT NULL DBINT Identifies the agent. SkillTargetID Agent_Skill_Group_Interval This table describes the agent details under the 15-Minute Reporting category. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 48 All Tables Agent_Skill_Group_Interval

Page 67

Table 20: Indexes for Agent_Skill_Group_Interval Table index_keys index_description index_name DateTime, SkillTargetID, SkillGroupSkillTargetID, PrecisionQueueID, Timezone Primary key XPKAgent_Skill_Group_Interval RecoveryKey Unique key XAK1Agent_Skill_Group_Interval DbDateTime Inversion key XIE1Agent_Skill_Group_Interval Table 21: Fields in Agent_Skill_Group_Interval Table Keys and NULL Option Data Type Description Name NULL DBINT During the reporting interval, the total number of Outgoing calls that were abandoned while on hold. AbandonHoldOutCalls NULL DBINT During the reporting interval, the total number of ACD calls that abandoned while ringing at an agent position. The value is incremented at the time the call disconnects. AbandonRingCalls NULL DBINT During the reporting interval, the total ring time associated with ACD calls that were abandoned while alerting an agent's position. RingTime occurs after any DelayTime and LocalQTime. The value is counted at the time the call disconnects, and the database is updated every reporting. AbandonRingTime NULL DBINT During the reporting interval, the total number of ACD calls that were abandoned while being held at an agent position. This value is counted at the time the call disconnects, and the database is updated every reporting. AbandonHoldCalls NULL DBINT The total handle time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call is completed, and the database is updated for every reporting. AgentOutCallsTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 49 All Tables Agent_Skill_Group_Interval

Page 68

Keys and NULL Option Data Type Description Name NULL DBINT Total talk time, in seconds, for outbound ACD calls handled by an agent associated with this skill group that ended during the reporting interval. The value includes the time spent from the call being initiated by the agent to the time the agent begins after-call work. The value is counted when the after-call-work time associated with the call (if any) is completed, and the database is updated every reporting. Note This field does not include the hold time; it is recorded in the AgentOutCallsOnHoldTime field. AgentOutCallsTalkTime NULL DBINT The total number of outbound ACD calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when any after-call work time associated with the call is completed, and the database is updated every reporting. AgentOutCalls NULL DBINT During the reporting interval, the total number of outbound ACD calls an agent associated with this skill group ended and that were placed on hold at least once during the life of the call. The value is counted when the after-call work associated with the call (if any) is completed, and the database is updated every reporting. AgentOutCallsOnHold NULL DBINT During the reporting interval, the total number of seconds outbound ACD calls were placed on hold by an agent associated with this skill group. This value updated in the database when after-call work associated with the call (if any) is completed. AgentOutCallsOnHoldTime NULL DBINT Not currently supported. AgentTerminatedCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 50 All Tables Agent_Skill_Group_Interval

Page 69

Keys and NULL Option Data Type Description Name NULL DBINT The sum of the answer wait times of all calls associated to an agent in this skill group or precision queue answered during the reporting interval. AnswerWaitTime is updated at the time the call is answered, and the database is updated at every reporting interval. In Unified ICM, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table: • DelayTime • LocalQTime • RingTime In Unified CCE, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table: • DelayTime • RingTime • NetworkSkillGroupQTime AnswerWaitTime NULL DBINT Attribute 1 associated with the Precision Queue. AttributeID1 NULL DBINT Attribute 2 associated with the Precision Queue. AttributeID2 NULL DBINT Attribute 3 associated with the Precision Queue. AttributeID3 NULL DBINT Attribute 4 associated with the Precision Queue. AttributeID4 NULL DBINT Attribute 5 associated with the Precision Queue. AttributeID5 NULL DBINT Attribute 6 associated with the Precision Queue. AttributeID6 NULL DBINT Attribute 7 associated with the Precision Queue. AttributeID7 NULL DBINT Attribute 8 associated with the Precision Queue. AttributeID8 NULL DBINT Attribute 9 associated with the Precision Queue. AttributeID9 NULL DBINT Attribute 10 associated with the Precision Queue. AttributeID10 NULL DBINT Total time in seconds an agent associated with this skill group was in the Not_Active state with respect to this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime. AvailTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 51 All Tables Agent_Skill_Group_Interval

Page 70

Keys and NULL Option Data Type Description Name NULL DBINT The total number of AutoOut (predictive) calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCalls NULL DBINT The total handle time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsTime NULL DBINT Total talk time, in seconds, for AutoOut (predictive) calls handled by an agent associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work. It includes the HoldTime associated with the call. AutoOutCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsTalkTime NULL DBINT During the reporting interval, the total number of ended AutoOut (predictive) calls that an agent associated with this skill group have placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsOnHold NULL DBINT The total number of seconds that AutoOut (predictive) calls were placed on hold by an agent associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsOnHoldTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 52 All Tables Agent_Skill_Group_Interval

Page 71

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls that were barged in by a supervisor or another agent during the reporting interval. The number is calculated for each agent associated with the specific skill group. This field is applicable for Unified CCE only. BargeInCalls NULL DBINT The number of seconds that an agent spent in the BusyOther state with respect to this skill group during the reporting interval. BusyOtherTime is included in the calculation of LoggedOnTime. BusyOtherTime NULL DBINT The number of seconds that the agent spent processing callback messages during the reporting interval. This field is applicable only to the Aspect ACD. CallbackMessagesTime NULL DBINT The number of callback messages processed by the agent during the reporting interval. This field is applicable only to the Aspect ACD. CallbackMessages NULL DBINT The number of routed calls answered by an agent associated with this skill group during the given interval. CallsAnswered is incremented in the interval where the call is answered, as opposed to CallsHandled which is incremented in the interval where the call ends. CallsAnswered NULL DBINT The number of inbound ACD calls that were answered and completed wrap-up by agents in the skill group during the reporting interval. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on, and then completed. Note This field is applicable for Unified CCE. The tasks completed by the agent such as CallsHandled, and HandledCallsTime are not applicable for outbound option calls. CallsHandled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 53 All Tables Agent_Skill_Group_Interval

Page 72

Keys and NULL Option Data Type Description Name NULL DBINT The number of consultative calls an agent associated with this skill group that ended in the reporting interval. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. ConsultativeCalls NULL DBINT During the reporting interval, the number of seconds agents spent handling consultative calls with at least one ACD call on hold. The value is counted when the after-call work time associated with the consultative call (if any) has completed, and the database is updated every reporting. ConsultativeCallsTime NULL DBINT The number of agent initiated consult calls for this interval that were external from the switch. ConsultOutCalls NULL DBINT The time the agent spent on consult outbound calls. ConsultOutCallsTime NULL DBINT During the reporting interval, the number of incoming calls into which the agent was conferenced. Incoming calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. ConferencedInCalls NULL DBINT During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. ConferencedInCallsTime NULL DBINT During the reporting interval, the number of conference calls the agent initiated. The conferenced out calls include ACD and non-ACD calls. The count of ConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. ConferencedOutCalls NULL DBINT During the reporting interval, the number of seconds that an agent spent on conference calls that the agent initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. ConferencedOutCallsTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 54 All Tables Agent_Skill_Group_Interval

Page 73

Keys and NULL Option Data Type Description Name PK NOT NULL DBSMALLDATE The date and time at the start of the reporting interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the Historical Data Server (HDS) database. The logger database has NULL for this column. DbDateTime NULL DBINT The number of emergency assist requests either by the agent or by the supervisor. Note This field is applicable for Unified CCE only. EmergencyAssists NULL DBINT The number of seconds that an agent spent in TalkTime for the handled calls that are associated with a skill group and that ended in this 15-minute or half-hour interval. Note This field is applicable for Unified ICM, Unified CCE and Outbound Option. HandledCallsTalkTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 55 All Tables Agent_Skill_Group_Interval

Page 74

Keys and NULL Option Data Type Description Name NULL DBINT This field only applies to configured skill groups. The number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call. HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime/WorkReadyTime) The value in this field for the incoming routed calls includes: 1. Talk time 2. IncomingCallsOnHoldTime 3. Work Ready and Work Not Ready time Note Database is updated with the cumulative time only after the call completion of both the talk time and the wrap-up time. Note This field is applicable for Unified ICM, Unified CCE, and Outbound Option. HandledCallsTime NULL DBINT Total number of seconds an agent spent in a hold state. This occurs when the agent placed a call on hold. Note If the agent has two calls, one on hold and the other call in a talking state, the agent state is considered as talking. HoldTime NULL DBINT Total number of seconds that inbound ACD calls that an agent associated with this skill group placed on hold that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. IncomingCallsOnHoldTime NULL DBINT The total number of inbound ACD calls that an agent associated with this skill group placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. IncomingCallsOnHold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 56 All Tables Agent_Skill_Group_Interval

Page 75

Keys and NULL Option Data Type Description Name NULL DBINT The total number of seconds an agent spent on hold in an internal call associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsOnHoldTime NULL DBINT During the reporting interval, the total number of internal calls that an agent associated with this skill group ended in this reporting that were placed on hold. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsOnHold NULL DBINT The total number of seconds spent on internal calls associated with this skill group that were received by an agent that ended in the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsRcvdTime NULL DBINT Number of internal calls associated with this skill group that were received by an agent and that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsRcvd NULL DBINT Total number of seconds an agent associated with this skill group spent on internal calls that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsTime NULL DBINT Number of internal calls an agent associated with this skill group ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCalls NULL DBINT The number of seconds during which all calls to the agent are in interrupted state during the reporting interval. InterruptedTime NULL DBINT During the reporting interval, the number of calls intercepted either by the supervisor or by the agent. This field is applicable for Unified CCE only. InterceptCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 57 All Tables Agent_Skill_Group_Interval

Page 76

Keys and NULL Option Data Type Description Name NULL DBINT Total time, in seconds, an agent associated with this skill group was logged on during the reporting interval. This value is based on the sum of the following: 1. HoldTime 2. TalkInTime 3. TalkOutTime 4. TalkOtherTime 5. AvailTime 6. NotReadyTime 7. WorkReadyTime 8. WorkNotReadyTime 9. BusyOtherTime 10. ReservedStateTime 11. TalkAutoOutTime 12. TalkPreviewTime 13. TalkReservedTime 14. InterruptedTime Note This field is applicable for Unified ICM, Unified CCE, and Outbound Option. LoggedOnTime NULL DBINT The number of calls that the supervisor silently monitored. Note This field is applicable for Unified CCE only. MonitorCalls NULL DBINT During the reporting interval, the number of Network consultative calls completed by agents with at least one call on hold. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. NetConsultativeCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 58 All Tables Agent_Skill_Group_Interval

Page 77

Keys and NULL Option Data Type Description Name NULL DBINT During the reporting interval, the number of seconds agents spent handling a Network consultative call with at least one call on hold. The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. NetConsultativeCallsTime NULL DBINT During the reporting interval, the number of Network conference calls the agent initiated. The count of NetConferencedOutCalls is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. NetConferencedOutCalls NULL DBINT During the reporting interval, the number of seconds the agent spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent. The value includes any HoldTime for the call. This database element uses ConferenceTime from the Termination_Call_Detail table. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. NetConfOutCallsTime NULL DBINT Number of calls Network (Blind and Consultative) transferred out by the agent during the reporting interval. The value is updated at the time the agent completes the transfer of the call. NetTransferredOutCalls NULL DBINT Total seconds an agent was in the Not Ready state with respect to this skill group during the reporting interval. NotReadyTime is included in the calculation of LoggedOnTime. NotReadyTime PK NULL DBINT Together with SkillTargetID of the Agent identifies the Precision Queue Member. For Skill Group only Agents, the value is NULL. PrecisionQueueID NULL DBINT Total number of outbound Preview calls made by an agent associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. PreviewCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 59 All Tables Agent_Skill_Group_Interval

Page 78

Keys and NULL Option Data Type Description Name NULL DBINT Total handle time, in seconds, for Outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. PreviewCallsTime NULL DBINT Total talk time, in seconds, for outbound Preview calls handled by an agent associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. PreviewCallsTalkTime NULL DBINT The total number of ended outbound Preview calls that an agent associated with this skill group have placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. PreviewCallsOnHold NULL DBINT The total number of seconds outbound Preview calls that were placed on hold by agents associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. PreviewCallsOnHoldTime AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record. RecoveryKey NULL DBINT The value indicates Half Hour boundary interval (0

47). Two 15-minute interval records have a unique half hour boundary value. ReportingHalfHour NULL DBINT Contains the Reporting interval, in minutes, for Historical reporting. Valid values are 15 and 30 (default). ReportingInterval Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 60 All Tables Agent_Skill_Group_Interval

Page 79

Keys and NULL Option Data Type Description Name NULL DBINT During the reporting interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting. RedirectNoAnsCalls NULL DBINT During the reporting interval, the number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting. RedirectNoAnsCallsTime NULL DBINT How long an agent is in Reserved state. This is counted using Agent State. ReservedStateTime NULL DBINT For Outbound Option, the number of reservation calls received by an agent in this skill group during the reporting interval. ReserveCalls NULL DBINT For Outbound Option, the time during the reporting interval that an outbound agent in this skill group spent on reservation calls waiting for the Campaign customer call to be delivered. This includes preview time for Preview, Direct Preview, and Personal Callback calls. Note ReserveCallsTime is the sum of TalkTime, HoldTime, and WrapTime for reservation calls. As the reservation calls don't have HoldTime and WrapTime, this value is same as the ReserveCallsTalkTime. ReserveCallsTime NULL DBINT For Outbound Option, the talk time for an agent in this skill group on reservation calls during the reporting interval. This is calculated using Call State. ReserveCallsTalkTime NULL DBINT For Outbound Option, the number of reservation calls for an agent in this skill group placed on hold during the reporting interval. ReserveCallsOnHold NULL DBINT For Outbound Option, the time that reservation calls for an agent in this skill group are on hold during the reporting interval. ReserveCallsOnHoldTime NULL DBINT Reserved for future use. Reserved1 NULL DBINT Reserved for future use. Reserved2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 61 All Tables Agent_Skill_Group_Interval

Page 80

Keys and NULL Option Data Type Description Name NULL DBINT Reserved for future use. Reserved3 NULL DBINT Reserved for future use. Reserved4 NULL DBFLT4 Reserved for future use. Reserved5 NULL DBINT During the reporting interval, the number of calls answered by an agent associated with this skill group where the talktime of the calls is less than or equal to the AnsweredShortCalls threshold. You might choose to factor these calls out of handle time statistics. Inbound ACD short calls are counted as Handled. AGENT_INSIDE short calls are counted as InternalCallsRcvd. ShortCalls PK NOT NULL DBINT Together with SkillTargetID identifies the skill group member. SkillGroupSkillTargetID PK NOT NULL DBINT The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member. SkillTargetID NULL DBINT Number of seconds agents associated with this skill group spent on supervisor-assisted calls during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting. Note This field is applicable for Unified CCE only. SupervAssistCallsTime NULL DBINT Number of calls for which an agent received supervisor assistance during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting. SupervAssistCalls NULL DBINT Number of seconds an agent associated with this skill group spent talking on inbound ACD calls during the reporting interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. TalkInTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 62 All Tables Agent_Skill_Group_Interval

Page 81

Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds that an agent in the skill group spent talking on other calls (neither inbound or outbound) during the reporting interval. Examples: agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. TalkOtherTime NULL DBINT Number of seconds an agent associated with this skill group spent talking on external outbound or consultive transfer calls during the reporting interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. TalkOutTime PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT Number of seconds an agent associated with this skill group spent handling transferred in calls that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. Note Calls may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. TransferredInCallsTime NULL DBINT Number of calls transferred into the skill group during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. Note Calls may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. TransferredInCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 63 All Tables Agent_Skill_Group_Interval

Page 82

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls transferred out by the agent during the reporting interval. The value is updated at the time the agent completes the transfer of the call. Note Calls may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. TransferredOutCalls NULL DBINT The number of seconds the agent spent talking on AutoOut (predictive) calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime. TalkAutoOutTime NULL DBINT The number of seconds the agent spent talking on outbound Preview calls during the reporting interval. TalkPreviewTime is included in the calculation of LoggedOnTime. TalkPreviewTime NULL DBINT This is how long an agent is in Talking state since the reservation call is connected to the agent. This is counted using Agent State. TalkReserveTime NULL DBINT Total time in seconds an agent associated with this skill group was in the Work Not Ready state during the reporting interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime. Note It calculates for all the calls within that duration and not just the incoming calls. WorkNotReadyTime NULL DBINT Total seconds an agent in the skill group was in the Work Ready state for tasks associated with this skill group that ended during the reporting interval. WorkReadyTime is included in the calculation of LoggedOnTime. Note It calculates for all the calls within that duration, and not just the incoming calls. WorkReadyTime NULL DBINT During the reporting interval, the number of calls coached either by the supervisor or by the agent. WhisperCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 64 All Tables Agent_Skill_Group_Interval

Page 83

Agent_Skill_Group_Logout This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Each row provides information about a single login session for a member of a skill group. If an individual agent is a member of multiple skill groups, multiple Agent Skill Group Logout rows are created for that agent. The software generates an Agent_Skill_Group_Logout record for each skill group member. Related tables • Skill_Group_Member, on page 527 (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID) Table 22: Indexes for Agent_Skill_Group_Logout Table index_keys index_description index_name LogoutDateTime, SkillTargetID, SkillGroupSkillTargetID, TimeZone Primary key XPKAgent_Skill_Group_Logout RecoveryKey Unique key XAK1Agent_Skill_Group_Logout DbDateTime Inversion key XIE1Agent_Skill_Group_Logout Table 23: Fields in Agent_Skill_Group_Logout Table Keys and NULL Option Data Type Description Name IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column DbDateTime NULL DBINT Number of seconds the agent was logged in to the skill group. LoginDuration PK NOTNULL DBDATETIME Date and time when the agent logged out of the skill group. LogoutDateTime NULL DBINT Reason code returned by the peripheral for the agent logout. See Reason Codes, on page 675. ReasonCode AK-1 NOTNULL DBFLT8 A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record. RecoveryKey PK, FK NOTNULL DBINT Together with SkillTargetID identifies the skill group member. SkillGroupSkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 65 All Tables Agent_Skill_Group_Logout

Page 84

Keys and NULL Option Data Type Description Name PK, FK NOTNULL DBINT The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member. SkillTargetID PK NOTNULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Agent_Skill_Group_Real_Time This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Local database only. Each row provides real-time statistics for a member of a skill group. If an individual agent is a member of multiple skill groups, multiple Agent Skill Group Real Time rows are created for that agent. The software generates an Agent_Skill_Group_Real_Time record for each skill group member. Related tables • Skill_Group_Member, on page 527 (SkillTargetID + SkillGroupSkillTargetID maps to Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID) • Precision_Queue, on page 346 (through PrecisionQueueID) Table 24: Index for Agent_Skill_Group_Real_Time Table index_keys index_description index_name SkillTargetID, SkillGroupSkillTargetID Primary key XPKAgent_Skill_Group_Real_Time Table 25: Fields in Agent_Skill_Group_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT The current real time state of the agent. To see the list of Agent States, see AgentState, on page 654. AgentState NULL DBINT AttributeID1 of the agent associated with the Precision Queue. AttributeID1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 66 All Tables Agent_Skill_Group_Real_Time

Page 85

Keys and NULL Option Data Type Description Name NULL DBINT AttributeID2 of the agent associated with the Precision Queue. AttributeID2 NULL DBINT AttributeID3 of the agent associated with the Precision Queue. AttributeID3 NULL DBINT AttributeID4 of the agent associated with the Precision Queue. AttributeID4 NULL DBINT AttributeID5 of the agent associated with the Precision Queue. AttributeID5 NULL DBINT AttributeID6 of the agent associated with the Precision Queue. AttributeID6 NULL DBINT AttributeID7 of the agent associated with the Precision Queue. AttributeID7 NULL DBINT AttributeID8 of the agent associated with the Precision Queue. AttributeID8 NULL DBINT AttributeID9 of the agent associated with the Precision Queue. AttributeID9 NULL DBINT AttributeID10 of the agent associated with the Precision Queue. AttributeID10 NULL DBINT The number of tasks currently associated with this skill group. CallsInProgress NOT NULL DBDATETIME The Central Controller date and time at the start of the interval. DateTime NULL DBDATETIME Date and time of the agent's last state change. DateTimeLastStateChange NULL DBDATETIME Date and time the agent logged into the skill group. DateTimeLogin NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBINT The precision queue ID of which the agent is a member. For skill group only agents, the value is NULL. PrecisionQueueID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 67 All Tables Agent_Skill_Group_Real_Time

Page 86

Keys and NULL Option Data Type Description Name NULL DBINT The priority of the agent in the skill group. Priority NULL DBINT Code received from the peripheral indicating the reason for the agent's last state change. See Reason Codes, on page 675. Note ReasonCode is supported for the Not Ready and Logged Off agent states only. ReasonCode PK, FK NOT NULL DBINT Together with SkillTargetID identifies the skill group member. For precision queue only agents, the value is the SkillTargetID for internal PQ skill group. SkillGroupSkillTargetID PK, FK NOT NULL DBINT The SkillTargetID of the agent. Together with SkillGroupSkillTargetID identifies the skill group member. SkillTargetID Agent_State_Trace This table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Each row describes a change of state for an agent. By examining Agent State Trace rows you can trace all the state changes that have occurred for an agent. The system software generates an Agent_State_Trace records for each agent for which tracing is enabled. This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified ICM or Unified CCE components). Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs. Related tables • Agent, on page 17 (through SkillTargetID) • Media_Routing_Domain, on page 305 (through MRDomainID) Table 26: Indexes for Agent_State_Trace Table index_keys index_description index_name DateTime, SkillTargetID, TimeZone, MRDomainID Primary key XPKAgent_State_Trace Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 68 All Tables Agent_State_Trace

Page 87

index_keys index_description index_name RecoveryKey Unique key XAK1Agent_State_Trace DbDateTime Inversion key XIE1Agent_State_Trace Table 27: Fields in Agent_State_Trace Table Keys and NULL Option Data Type Description Name NULL DBINT The new agent state. To see the list of Agent States, see AgentState, on page 654. AgentState PK NOT NULL DBDATETIME The date and time at which the state change occurred. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column DbDateTime NULL DBINT The direction for talking states. • NULL= None • 0 = None • 1 = In (non-voice tasks are always inbound) • 2 = Out • 3 = Other In • 4 = Other Out • 5 = Outbound Reserve • 6 = Outbound Preview • 7 = Outbound Predictive/Progressive Direction Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 69 All Tables Agent_State_Trace

Page 88

Keys and NULL Option Data Type Description Name NOT NULL DBINT EventName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 70 All Tables Agent_State_Trace

Page 89

Keys and NULL Option Data Type Description Name A code indicating the event that has occurred. 0 = LOGGED_OFF 1 = LOGGED_ON 2 = NOT_READY 3 = READY 4 = TALKING 5 = WORK_NOT_READY 6 = WORK_READY 7 = BUSY_OTHER 8 = RESERVED 9 = CALL_INITIATED 10 = CALL_HELD 11 = CALL_RETRIEVED 12 = CALL_TRANSFERRED 13 = CALL_CONFERENCED 14 = UNKNOWN 15 = OFFER_TASK 16 = OFFER_APPLICATION_TASK 17 = START_TASK 18 = START_APPLICATION_TASK 19 = PAUSE_TASK 20 = RESUME_TASK 21 = WRAPUP_TASK 22 = END_TASK 23 = INTERRUPT_TASK 24 = INTERRUPT_DONE 25 = INTERRUPT_UNACCEPTED 26 = MAKE_AGENT_READY 27 = MAKE_AGENT_NOT_READY 28 = TASK_INIT_REQ 29 = TASK_INIT_IND 30 = ROUTER_ASSIGNED_TASK Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 71 All Tables Agent_State_Trace

Page 90

Keys and NULL Option Data Type Description Name 31 = PRE_CALL_TIMEOUT NULL DBINT A unique number generated at the Peripheral Gateway. Values are reused after about 250 million calls. ICRCallKey PK, FK NOT NULL DBINT The date and time at which the state change occurred. MRDomainID NULL DBINT Key assigned by the peripheral to the call associated with the event. PeripheralCallKey NULL DBINT Code received from the peripheral indicating the reason for the state change. See Reason Codes, on page 675. ReasonCode AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record. RecoveryKey NULL DBINT This field is not set for calls. For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change. RouterCallKey NULL DBINT This field is not set for calls. For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change. RouterCallKeyDay NULL DBINT This field is not set for calls. For non-voice tasks, the combination of RouterCallKey, RouterCallKeyDay, and RouterCallKeySequenceNumber identifies the task (if any) that caused the agent's state to change. RouterCallKeySequenceNumber NULL DBINT Identifies the skill group the event is associated with. Note For EventName 2 (NOT_READY), and 3 (READY), value will be NULL. SkillGroupSkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 72 All Tables Agent_State_Trace

Page 91

Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Identifies the agent. SkillTargetID PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Agent_Service_Enabled Agent Service Enabled is a configuration table, it stores the mapping of Contact Center AI services enabled for an agent. If there is an entry present for a service in this table, it means that the service is enabled for the agent. Related Tables • Agent, on page 17(through SkillTargetID) Table 28: Indexes for the Agent_Service_Enabled Table columns_name constraint_type constraint_name SkillTargetID ServiceType Primary key XPKAgent_Service_Enabled Table 29: Fields in the Agent_Service_Enabled Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Identifies the agent. SkillTargetID NOT NULL DBINT Type of the services: 1. AgentAnswers 2. Transcript ServiceType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 73 All Tables Agent_Service_Enabled

Page 92

Agent_Targeting_Rule This table is in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. The table decribes the basic rules for routing calls to agents Related tables • Agent_Targeting_Rule_Member, on page 76 (through AgentTargetingRuleID) • Agent_Targeting_Rule_Range, on page 77 (through AgentTargetingRuleID) • Peripheral, on page 326 (through EnterpriseName) Table 30: Indexes for Agent_Targeting_Rule Table index_keys index_description index_name AgentTargetingRuleID Primary key XPKAgent_Targeting_Rule EnterpriseName Unique key XAK1Agent_Targeting_Rule Table 31: Fields in Agent_Targeting_Rule Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT The ID for a specific Agent Targeting Rule. AgentTargetingRuleID NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time at which the record was added / updated. DateTimeStamp NOT NULL DESCRIPTION Use to note information about the Agent Targeting Rule. Description AK-1 NOT NULL VNAME32 A logical name you enter to assist you in identifying the Agent Targeting Rule. EnterpriseName NOT NULL VARCHAR Expression string for use if needed by an Agent Targeting Rule. Applicable for type 2 Agent Targeting Rules only. Expression Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 74 All Tables Agent_Targeting_Rule

Page 93

Keys and NULL Option Data Type Description Name NOT NULL DBINT The peripheral to whose agents the Agent Targeting Rule applies. This is applicable only for an Unified CCE PG or a Cisco Communication Manager PG. PeripheralID NOT NULL DBINT Defines the Agent Targeting Rule type to be used. Agent Targeting Rule Types • Type 1 - Agent ID Each agent is identified by an ID which is in the PreCall and Connect messages. No label is needed, but the agent's extension is included as the label. (This rule is already in use for non-voice routing.) This rule is implicit for System PG integrations (ARS, Unified CCE) when the requesting routing client is associated with the same peripheral on which the targeted agent resides. • Type 2 - Simple Substitution Label An expression must be supplied which contains a series of exclamation points, such as 978497!!!!. The exclamation points are replaced with the agent's extension. If necessary, leading zeroes are supplied, or leading digits deleted, so that length of the extension matches the number of exclamation points. • Type 3 - Translation Route A translation route is used to move the call. This is potentially a very powerful feature, as it allows pre-routing of calls directly to an agent without requiring Direct Inward Dialing (DID) to all agents. Translation routes require the generation of a second label, used to target the agent from the peripheral local routing client. The rule mechanism is applied recursively to generate this label. This means the CallRouter generates a label that allows the call to be translation routed to the PG. The CallRouter also generates a label for the PG to target the agent. If a rule is not found, or if the rule involves a translation route, Rule Type 1 is used. RuleType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 75 All Tables Agent_Targeting_Rule

Page 94

Keys and NULL Option Data Type Description Name NULL for Agent Targeting Rule types 1 and 2. NOT NULL (Required) for Agent Targeting Rule type 3. DBINT The TranslationRouteID must reference a Translation_Route entry where the LogicalInterfaceControllerID is the same as the PeripheralID. TranslationRouteID Agent_Targeting_Rule_Member This table is in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. The table decribes the routing clients to which an Agent_Targeting_Rule applies. Related tables • Agent_Targeting_Rule, on page 74 (through AgentTargetingRuleID) • Routing_Client, on page 416 (through RoutingClientID) Table 32: Indexes for Agent_Targeting_Rule_Member index_keys index_description index_name AgentTargetingRuleID, RoutingClientID Primary key XPKAgent_Targeting_Rule_Member Table 33: Fields in Agent_Targeting_Rule_Member Keys and NULL Option Data Type Description Name PK NOT NULL DBINT The ID of a specific Agent Targeting Rule. AgentTargetingRuleID PK NOT NULL DBSMALLINT The ID of any routing client associated with the Agent Targeting Rule. RoutingClientID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 76 All Tables Agent_Targeting_Rule_Member

Page 95

Agent_Targeting_Rule_Range This table is in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. The table holds the agent extension ranges for an Agent Targeting Rule. While the Low and the High Extensions must be the same length, not all extensions ranges for an Agent Targeting Rule need to be the same length. Note Related tables • Agent_Targeting_Rule, on page 74 (through AgentTargetingRuleID) Table 34: Indexes for Agent_Targeting_Rule_Range index_keys index_description index_name AgentTargetingRuleRangeID, AgentTargetingRuleID Primary key XPKAgent_Targeting_Rule_Range Table 35: Fields in Agent_Targeting_Rule_Range Keys and NULL Option Data Type Description Name PK NOT NULL DBINT The ID for a specific Agent Targeting Rule. AgentTargetingRuleID PK NOT NULL DBINT The ID for an extension range associated with a specific Agent Targeting Rule. AgentTargetingRuleRangeID NULL VARCHAR Defines the high extension to which the Agent Targeting Rule applies. HighExtension NULL VARCHAR Defines the low extension to which the Agent Targeting Rule applies. LowExtension Agent_Team This table is in the Skill Target category. For more information, see Skill Target, on page 635 category. For the database rules for these tables, see Skill Target Tables, on page 702. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 77 All Tables Agent_Targeting_Rule_Range

Image 1 from page 95

Page 96

An agent team is a group of agents who report to the same supervisors and are associated with a single peripheral. The software does not route to agent teams and agents within a team do not necessarily share the same skills. Agent teams are used for administrative and monitoring purposes only. Use Unified ICM Configuration Manager to add, update, and delete Agent_Team records. Related Tables • Agent, on page 17 (through PriSupervisorSkillTargetID) • Agent_Team_Member, on page 79 (through AgentTeamID) Table 36: Indexes for Admin_Script_Schedule_Map Table index_keys index_description index_name AgentTeamID Primary key XPKAgent_Team EnterpriseName Unique key XAK1Agent_Team PriSupervisorSkillTargetID Inversion key XIF112Agent_Team Table 37: Fields in Admin_Script_Schedule_Map Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT A unique identifier for the agent team. AgentTeamID NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time at which the record was added / updated. DateTimeStamp NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the agent team. Description NULL DBINT The dialed number identifier for the agent team. DialedNumberID AK-1 NOT NULL VNAME32 An enterprise name for the agent team that is unique among all agent teams in the enterprise. EnterpriseName FK NOT NULL DBSMALLINT Identifies the peripheral with which the team is associated. PeripheralID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 78 All Tables Agent_Team

Page 97

Keys and NULL Option Data Type Description Name IE-1, FK NULL DBINT The agent who is the primary supervisor for the team. PriSupervisorSkillTargetID Agent_Team_Member This table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. This table specifies the mapping of agents to agent teams. Use Unified ICM Configuration Manager to add or delete Agent_Team_Member records. Related Tables • Agent, on page 17 (through SkillTargetID) • Agent_Team, on page 77 (through AgentTeamID) Table 38: Indexes for Agent_Team_Member Table index_keys index_description index_name AgentTeamID, SkillTargetID Primary key XPKAgent_Team_Member SkillTargetID Unique key XAK1Agent_Team_Member AgentTeamID Inversion key XIE1Agent_Team_Member Table 39: Fields in Agent_Team_Member Table Keys and NULL Option Data Type Description Name PK, FK, IE-1 NOT NULL DBINT Identifies the agent team. AgentTeamID FK, AK-1 NOT NULL DBINT Identifies the agent. SkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 79 All Tables Agent_Team_Member

Page 98

Agent_Team_Supervisor This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. This table specifies the mapping of supervisors and agent teams. Use Unified ICM Configuration Manager to add or delete Agent_Team_Supervisor records. Table 40: Indexes for Agent_Team_Supervisor Table index_keys index_description index_name AgentTeamID, SupervisorSkillTargetID Primary key XPKAgent_Team_Supervisor Table 41: Fields in Agent_Team_Supervisor Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Identifies the agent team. AgentTeamID PK NOT NULL DBINT Identifies the SkillTargetID of the supervisor. SupervisorSkillTargetID Announcement This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row corresponds to a voice announcement. The system software can route a call to an announcement. Use Unified ICM Configuration Manager to add, update, and delete Announcement records. Related Tables • Network_Target, on page 310 (through NetworkTargetID) Table 42: Indexes for Announcement Table index_keys index_description index_name NetworkTargetID Primary key XPKAnnouncement EnterpriseName Unique key XAK1Announcement Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 80 All Tables Agent_Team_Supervisor

Page 99

Table 43: Fields in Announcement Table Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT An integer value indicating the type of the announcement. AnnouncementType NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time at which the record was added / updated. DateTimeStamp NULL DESCRIPTION Additional information about the announcement. Description AK-1 NOT NULL VNAME32 An enterprise name for this announcement. This name must be unique among all announcements in the enterprise. EnterpriseName PK, FK NOT NULL DBINT Foreign key from the Network Target table. NetworkTargetID Application_Event This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Central database only. Contains information about events in the Unified ICM application. This is a subset of the events reported in the Event table. Table 44: Indexes for Application_Event Table index_keys index_description index_name RecoveryKey Primary key XPKApplication_Event CentralControllerFileTime Inversion key XIE1Application_Event MessageId Inversion key XIE2Application_Event Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 81 All Tables Application_Event

Page 100

Table 45: Fields in Application_Event Table Keys and NULL Option Data Type Description Name NULL varbinary(max) Optional event binary data. BinData NULL VNAME32 The type of message. Category NOT NULL DBDATETIME File Time event was processed at the Central Controller. CentralControllerFileTime NOT NULL DBINT Time zone at the Central Controller. The value is the offset in minutes from UTC (formerly called GMT). CentralControllerTimeZone NOT NULL DBINT Virtual Time event was processed at the Central Controller. CentralControllerVirtualTime NOT NULL DBINT The customer ID. CustomerId NULL DBINT Optional event DWORD. Dword1 NULL DBINT Optional event DWORD. Dword2 NULL DBINT Optional event DWORD. Dword3 NULL DBINT Optional event DWORD. Dword4 NULL DBINT Optional event DWORD. Dword5 NOT NULL DBINT Message ID from message compiler. MessageId NULL DESCRIPTION Contents of message. MessageString NOT NULL VNAME32 Name of the process that originated the event. ProcName NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified ICM or Unified CCE software to track the record. RecoveryKey NULL varchar(16) The level of the message. Severity NOT NULL DBCHAR Side of event originator: A or B = paired processes Side Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 82 All Tables Application_Event

Page 101

Keys and NULL Option Data Type Description Name NOT NULL DBDATETIME File time event was generated (originator's time). SourceFileTime NULL VNAME32 Name of the node that generated the event. SourceSystemName NOT NULL DBINT Virtual time event was generated (originator's time). SourceVirtualTime NOT NULL DBINT Status code value. StatusCode NULL DESCRIPTION String associated with the status code. StatusCodeString NOT NULL DBSMALLINT Classification of the value in StatusCode field. StatusCodeType NULL varchar(240) Optional event string. String1 NULL varchar(240) Optional event string. String2 NULL varchar(240) Optional event string. String3 NULL varchar(240) Optional event string. String4 NULL varchar(240) Optional event string. String5 NOT NULL DBSMALLINT DMP system ID of the event originator. For a CallRouter or Logger, this value is always 0. SystemId NOT NULL DBSMALLINT The type of system that generated the event: 0 = Unknown 1 = CallRouter 2 = Peripheral Gateway 3 = Network Interface Controller 4 = Administration & Data Server 5 = Logger 6 = Listener 7 = CTI Gateway SystemType NOT NULL DBSMALLINT EMS version number. VersionNum Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 83 All Tables Application_Event

Page 102

Application_Gateway This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row describes an external application (custom gateway) or another Unified ICM platform that you can invoke from a routing script or administrative script. Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway records. Related Tables • Application_Gateway_Connection, on page 85 (through ApplicationGatewayID) • ICR_Instance, on page 267 (through ICRInstanceID) Table 46: Indexes for Application_Gateway Table index_keys index_description index_name ApplicationGatewayID Primary key XPKApplication_Gateway EnterpriseName Unique key XAK1Application_Gateway ICRInstanceID Inversion key XIE1Application_Gateway Table 47: Fields in Application_Gateway Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT A unique identifier for the application gateway. ApplicationGatewayID NOT NULL DBINT The type of gateway: 0 = custom gateway 1 = remote ICM ApplicationGatewayType NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time at which the record was added / updated. DateTimeStamp NULL DESCRIPTION Additional information about the application gateway. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 84 All Tables Application_Gateway

Page 103

Keys and NULL Option Data Type Description Name NOT NULL DBINT The encryption method used by the application gateway: 0 = none 1 = private key 2 = TLS Encryption AK-1 NOT NULL VNAME32 An enterprise name for the application gateway. This name must be unique among all application gateways in the enterprise. EnterpriseName NOT NULL DBINT The fault-tolerance strategy used by the application gateway. To see values for this field, see Application Gateway: Fault Tolerance, on page 655. FaultTolerance FK, IE-1 NULL DBINT Identifies the instance associated with the application gateway. ICRInstanceID NULL char(1) Indicates which side of the Gateway the software should use when both are available: A or B. This applies only when ApplicationGatewayType is 0 (custom gateway). PreferredSide Application_Gateway_Connection This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row describes the connection of one side of the CallRouter (side A or side B) to an Application Gateway host. Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway_Connection records. Related Tables • Application_Gateway, on page 84 (through ApplicationGatewayID) Table 48: Indexes for Application_Gateway_Connection Table index_keys index_description index_name ApplicationGatewayID, Side Primary key XPKApplication_Gateway_Connect ApplicationGatewayID Inversion key XIF134Application_Gateway_Conn Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 85 All Tables Application_Gateway_Connection

Page 104

Table 49: Fields in Application_Gateway_Connection Table Keys and NULL Option Data Type Description Name NULL DBINT An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default value is 5000. AbandonTimeout NULL varchar(255) A string that describes the connection to the host. The format depends on the protocol. For TCP, the format is hostname:port or IPAddress:port. Address PK, FK, IE NOT NULL DBINT Identifies the Application Gateway associated with the connection. ApplicationGatewayID NULL DBINT A command the software sends to the application gateway when the row is created or updated by the Update Central Controller operation. You can use this field to send one-time commands to the application gateway host. Command NULL DBINT A parameter to be sent with the command. CommandParam NULL varchar(255) A string the software passes to the host during initialization. The software does not use or validate the value. ConnectInfo NULL DESCRIPTION Additional information about the connection. Description NULL DBINT Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect. ErrorThreshold NULL DBINT Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.) HeartbeatLimit NULL DBINT Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry. HeartbeatRetry NULL DBINT Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300. HeartbeatTimeout NULL DBINT Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value. HeartbeatInterval Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 86 All Tables Application_Gateway_Connection

Page 105

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates whether the connection is currently available: 'Y' (yes) or 'N' (no). InService NULL DBINT Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only. LateTimeout NULL DBINT Currently not used. LinkTestThreshold NULL DBINT Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000. OpenTimeout NOT NULL DBINT The communications protocol used for the connection. 1 = TCP (the only value currently supported). Protocol NULL DBINT Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300. RequestTimeout NULL DBINT Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default value is 30000. SessionRetry NULL DBINT The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies. SessionRetryLimit PK NOT NULL char(1) Indicates which side of the CallRouter uses the connection. Valid values are 'A' and 'B'. Side Application_Gateway_Globals This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. The table contains two rows that define default values for the Application_Gateway_Connection tables. One row defines defaults for external applications (custom gateways) and the other defines defaults for remote system software platforms. Use the Application Gateway list tool to modify the Application_Gateway_Globals records. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 87 All Tables Application_Gateway_Globals

Page 106

Table 50: Indexes for Application_Gateway_Globals Table index_keys index_description index_name ID Primary key XPKApplication_Gateway_Globals Table 51: Fields in Application_Gateway_Globals Table Keys and NULL Option Data Type Description Name NOT NULL DBINT An internal timeout used by the CallRouter to determine a failure in the application gateway interface process. The default is 5000. AbandonTimeout NOT NULL DBINT The type of gateway: 0 = custom gateway 1 = remote ICM Note You can define a separate set of defaults for each type. ApplicationGatewayType NULL DBDATETIME Records the date and time when a record was added / updated. DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBINT Number of consecutive errors that cause the software to declare the host unavailable. The software then initiates a reconnect. ErrorThreshold NOT NULL DBINT Number of consecutive unanswered heartbeats after which the CallRouter closes the connection. The default is 10. (For purposes of this count, a query is counted as a heartbeat.) HeartbeatLimit NOT NULL DBINT Number of milliseconds to wait before retrying a missed heartbeat. The default is 200. The total time between heartbeat tries is HeartbeatTimeout + HeartbeatRetry. HeartbeatRetry NOT NULL DBINT Number of milliseconds the CallRouter waits for a host to respond to a heartbeat request. The default is 300. HeartbeatTimeout NOT NULL DBINT Number of milliseconds between heartbeats. The idle timeout for each host is 4 times this value. HeartbeatInterval Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 88 All Tables Application_Gateway_Globals

Page 107

Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A unique identifier for the row. ID NOT NULL DBINT Number of milliseconds the CallRouter waits for a response before considering it late. This does not affect CallRouter processing. It is for statistical use only. LateTimeout NOT NULL DBINT Currently not used. LinkTestThreshold NOT NULL DBINT Number of milliseconds the CallRouter waits for a response to an open or close connection request. The default is 15000. OpenTimeout NOT NULL DBINT Number of milliseconds the CallRouter waits for a response before timing out a request. The default value is 300. RequestTimeout NOT NULL DBINT Number of milliseconds the CallRouter waits before trying to reconnect after a connection terminates or a connection attempt fails. The default is 30000. SessionRetry NOT NULL DBINT The maximum number of times the CallRouter attempts to connect or reconnect a session. (User intervention is then required to restart the connection.) If the value is 0, then no limit applies. SessionRetryLimit Application_Gateway_Half_Hour This table is part of the Script category. For more information, see Script, on page 629. For database rules, see Script Tables, on page 701. It gets populated on central and HDS databases and provides statistics on each Application Gateway. The software updates these statistics every 30 minutes and generates Application_Gateway_Half_Hour records for each Application Gateway. Related Tables • Application_Gateway, on page 84 (through ApplicationGatewayID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 89 All Tables Application_Gateway_Half_Hour

Page 108

Table 52: Indexes for Application_Gateway_Half_Hour Table index_keys index_description index_name ApplicationGatewayID, DateTime, TimeZone Primary key XPKApplication_Gateway_Half_Ho RecoveryKey Unique key XAK1Application_Gateway_Half_H DbDateTime Inversion key XIE1Application_Gateway_Half_H Table 53: Fields in Application_Gateway_Half_Hour Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Identifies the Application Gateway. ApplicationGatewayID NULL DBINT The average delay during the half-hour period (AvgDelayToHalf) is derived by dividing the total delay by the total number of requests during every half-hour interval. TotalDelay is calculated by the router internally in milliseconds, for all requests to the Application Gateway. If RequestsToHalf is higher than TotalDelay during half-hour interval, then this value will be zero. AvgDelayToHalf=TotalDelay/RequestsToHalf AvgDelayToHalf PK NOT NULL DBSMALLDATE The Central Controller date and time at the start of the interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL DBINT Number of errors that occurred for Application Gateway requests during the half-hour interval. Consult EMS logs for specific error information. ErrorsToHalf NULL DBINT Number of responses that exceeded the LateTimeout value for the connection during the half-hour interval. LatesToHalf NULL DBINT The longest response time, in milliseconds, for any request to the Application Gateway during the half-hour interval. MaxDelayToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 90 All Tables Application_Gateway_Half_Hour

Page 109

Keys and NULL Option Data Type Description Name AK-1 NOT NULL DBFLT8 Unique identity that is assigned to each record and used internally by the Unified ICM or Unified CC Enterprise software to track records. RecoveryKey NULL DBINT The number of requests rejected by the Application Gateway during the half-hour interval. RejectsToHalf NULL DBINT The number of requests that are sent to the Application Gateway during the half-hour interval. RequestsToHalf NULL DBINT The number of requests sent to the Application Gateway that timed out during the half-hour interval. TimeoutsToHalf PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT Number of requests attempted while no Application Gateway was available during the half-hour interval. UnavailableToHalf Application_Instance This table is part of the Media Routing category (see Media Routing, on page 623). For database rules, see Media Routing Tables, on page 699. The table contains configuration data about external application instances. The data in this table enables the software to identify application instances and grant them access to the Configuration Management Service (CMS). This table is populated initially with default Application Instances as listed in the ApplicationInstanceID field, below. Related Table • Application_Path, on page 92 (through ApplicationInstanceID) Table 54: Indexes for Application_Instance Table index_keys index_description index_name ApplicationInstanceID Primary key XPKApplication_Instance EnterpriseName Unique key XAK1Application_Instance Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 91 All Tables Application_Instance

Page 110

Table 55: FIelds for Application_Instance Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Identifies the Application Instance. Default Application Instance: • 4 = UQ.Desktop ApplicationInstanceID NOT NULL varchar(32) A key supplied by the application which allows the application instance entry to CMS services. ApplicationKey NULL DBINT Provides a key to the characteristics of certain applications. ApplicationType NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NULL DESCRIPTION Additional information about this application instance. Description AK-1 NOT NULL VNAME32 The unique name of the application instance. EnterpriseName NOT NULL DBINT Determines the permissions given to the application: 0 = Full read and write permission to all configuration tables. 1 = Read-only permission to all configuration tables (the application may not change any data). 2 = Authentication only (only the ConAPI authentication API's will function). 3 = None PermissionLevel Application_Path This table is part of the Media Routing category. For more information, see Media Routing, on page 623. For database rules, see Media Routing Tables, on page 699. The table defines a path from a registered application instance to a CTI Server. Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the system software. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 92 All Tables Application_Path

Page 111

Related Tables • Application_Instance, on page 91 (through ApplicationInstanceID) • Application_Path_Member, on page 94 (through ApplicationPathID) • Application_Path_Real_Time, on page 94 (through ApplicationPathID) • Logical_Interface_Controller, on page 288 (through LogicalControllerID) • Media_Routing_Domain, on page 305 (through MRDomainID) Table 56: Indexes for Application_Path Table index_keys index_description index_name ApplicationPathID Primary key XPKApplication_Path EnterpriseName Unique key XAK1Application_Path Table 57: Fields in Application_Path Table Keys and NULL Option Data Type Description Name FK NOT NULL DBINT Defines the application instance that uses this application path. ApplicationInstanceID PK NOT NULL DBINT A unique identifier for the application path. ApplicationPathID NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NULL DESCRIPTION Additional information about this application path. Description AK-1 NOT NULL VNAME32 The unique name of the application instance. EnterpriseName FK NOT NULL DBSMALLINT Foreign key to the Logical_Interface_Controller table. LogicalControllerID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 93 All Tables Application_Path

Page 112

Application_Path_Member This table is part of the Media Trouting category. For more information, see Media Routing, on page 623. For database rules, see Media Routing Tables, on page 699. The table defines the Media Routing Domains (MRDs) that use a particular application path. Related Tables • Application_Path, on page 92 (through ApplicationPathID) • Media_Routing_Domain, on page 305 (through MRDomainID) • Peripheral, on page 326 (through PeripheralID) Table 58: Indexes for Application_Path_MemberTable index_keys index_description index_name PeripheralID, MRDomainID Primary key XPKApplication_Path_Member ApplicationPathID Inversion key XIE1Application_Path_Member Table 59: Fields in Application_Path_MemberTable Keys and NULL Option Data Type Description Name FK, IE-1 NOT NULL DBINT The application path identifier for this application path member. ApplicationPathID PK, FK NOT NULL DBINT The MRD identifier for this application path member. MRDomainID PK, FK NOT NULL DBSMALLINT Link to the Peripheral table. PeripheralID Application_Path_Real_Time This table is part of the Media Routing category (see Media Routing, on page 623 ). For database rules, see Media Routing Tables, on page 699. The table provides real-time status and connection data for application paths. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 94 All Tables Application_Path_Member

Page 113

Related Table • Application_Path, on page 92 (through ApplicationInstanceID) Table 60: Indexes for Application_Path_Real_Time Table index_keys index_description index_name ApplicationPathID Primary key XPKApplication_Path_Real_Time Table 61: Fields in Application_Path_Real_Time Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The application path identifier for this application path member. ApplicationPathID NOT NULL DBDATETIME The date and time when the data in this table was last updated. DateTime NULL DBCHAR Indicates whether or not the application path is currently on-line: 1 = yes, on-line 0 = no, not on-line. OnLine NULL DBDATETIME The date and time at which the application instance associated with this application path established connection to the CTI Server. OnLineDateTime NULL varchar(40) Application-specific strings. Text1 NULL varchar(40) Application-specific strings. Text2 NULL varchar(40) Application-specific strings. Text3 NULL varchar(40) Application-specific strings. Text4 NULL varchar(40) Application-specific strings. Text5 NULL varchar(40) Application-specific strings. Text6 NULL varchar(40) Application-specific strings. Text7 NULL varchar(40) Application-specific strings. Text8 NULL varchar(40) Application-specific strings. Text9 NULL varchar(40) Application-specific strings. Text10 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 95 All Tables Application_Path_Real_Time

Page 114

Attribute This table defines attributes that agents may have and that calls may request. A skill is a special form attribute used to identify which attributes are used in the most skilled agent and least skilled agent queue ordering. An attribute which is considered a skill must have the following: 1. DataType = Proficient 2. MinimumValue = 1 3. MaximumValue = 100 Note You cannot modify the DataType of an existing attribute. Note Related Tables • Agent_Attribute (through AttributeID) • Agent_Skill_Group_Interval (through AttributeID) • Agent_Skill_Group_Real_Time (through AttributeID) • Call_type_SG_Interval (through AttributeID) • Precision_Q_Real_Time (through AttributeID) • Precision_Queue_Term (through AttributeID) • Router_Queue_Interval (through AttributeID) Table 62: Indexes for Attribute Table index_keys index_description index_name AttributeID Primary key XPKAttribute EnterpriseName Unique key XAK1Attribute DateTimeStamp Inversion key XIE1Attribute Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 96 All Tables Attribute

Image 1 from page 114

Page 115

Table 63: Fields in Attribute Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Data type for this attribute. Valid values are: • 0 = Unknown • 1 = Integer • 2 = String • 3 = Boolean • 4 = Skill (special form of integer) AttributeDataType PK1 NOT NULL DBINT ID and primary key. AttributeID NOT NULL DBCHAR Y or N. Default is N. If Y, this attribute appears on the agent desktop. This flag is only advisory for the desktop software. AppearsOnDesktop NOT NULL CHANGESTAMP Change stamp. ChangeStamp NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NULL varchar255 Must be convertable to the datatype specified. DefaultValue NOT NULL DBCHAR Deleted Flag stored as a character. Valid values are: • Y = Yes • N = No Deleted NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Description of the attribute. Description NOT NULL VNMAE32 Name of this attribute. EnterpriseName NULL varchar255 Must be convertable to the datatype specified. MaximumValue NULL varchar255 Must be convertable to the datatype specified. MinimumValue NOT NULL DBCHAR Y or N (Default). If Y, the agent can set this attribute for the desktop. This flag is only advisory for the desktop software. SettableByAgent Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 97 All Tables Attribute

Page 116

Attribute_Set This table is defined for future use. Note This table defines the attribute set that agents may have and that calls may request. This table supports individual adds and deletes, as well as delete. Table 64: Indexes for Attribute_Set Table index_keys index_description index_name AttributeSetID Primary key XPKAttribute_Set EnterpriseName Unique key XAK1Attribute_Set Table 65: Fields in Attribute_Set Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Data type for this attribute set. The values are: The value are: • 1 = Integer • 2 = String • 3 = Boolean • 4 = Proficient (special form of integer) AttrbuteSetDataType NOT NULL DBINT Unique ID and the primary key. AttributeSetID NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NULL DESCRIPTION Description of the Attribute Set table. Description NOT NULL VNAME32 Name of the Attribute Set. EnterpriseName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 98 All Tables Attribute_Set

Image 1 from page 116

Page 117

Attribute_Set_Member This table is defined for future use. Note This table defines the set of attributes belong to the same attribute set data type. This table supports individual adds and deletes, as well as delete. The Attribute table is the parent. Table 66: Indexes for Agent Table index_keys index_description index_name AttributeSetID, AttributeID Primary key XPKAttribute_Set_Member Table 67: Fields in Attribute_Set_Member Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Foreign Key from Attribute Set table and part of the primary key. AttributeSetID NOT NULL DBINT Foreign Key from Attribute Set table and part of the primary key. AttributeID AWControl This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Local database only. Contains one record of control information about the Administration & Data Server. This information is used internally by the system. This table has no indexes because it has only one row. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 99 All Tables Attribute_Set_Member

Image 1 from page 117

Page 118

Table 68: Fields in AWControl Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The AW type: AWType NULL VNAME32 The name of the workstation that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed. ConfigChangedBySystemName NULL varchar(64) The name of the user that last uploaded configuration or script information to the central database. This field is maintained by the real-time feed. ConfigChangedByUserName NOT NULL DBFLT8 The recovery key value from the Config Message Log table when the configuration or script information in the central database was last updated. This field is maintained by the real-time feed. ControllerConfigChangeKey NULL datetime The time that the configuration or script information in the central database was last updated. This field is maintained by the real-time feed. ControllerConfigChangeTime NOT NULL DBCHAR Indicates whether the Historical Data Server property is enabled: • Y = Yes (enabled) • N = No (not enabled) HDSPropertyEnabled NOT NULL DBFLT8 The recovery key value copied from the Config Message Log table when the local database was last updated from the central database. LastRetrievalKey NULL DATETIME The time that the local Administration & Data Server database was last updated from the central database. LastRetrievalTime Blended_Agent_Options This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. If Outbound Option was not selected during setup, this table will contain no data. This table has no indexes because it has only one row. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 100 All Tables Blended_Agent_Options

Image 1 from page 118

Page 119

Contains all options that are global to a Outbound Option deployment. There is only one row in this table. Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify the Outbound Option Options records. Table 69: Fields in Blended_Agent_Options Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of milliseconds the dialer will spend analyzing. Advanced configuration item. CPAAnalysisPeriod NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Used for fine tuning call progress analysis. Advanced configuration item. CPAJitterBufferDelay NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item. CPAMaxTermToneAnalysis NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum time allowed for analysis in milliseconds. Advanced configuration item. CPAMaxTimeAnalysis NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum number of milliseconds of voice required to qualify a call as voice detected. Advanced configuration item. CPAMinimumValidSpeechTime NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum silence period required to classify as a call voice detected. Advanced configuration item. CPAMinSilencePeriod NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 101 All Tables Blended_Agent_Options

Page 120

Keys and NULL Option Data Type Description Name NOT NULL DBINT The latest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time. DialEndHours NOT NULL DBINT The latest valid minute to call a contact. The minutes value is based on the contact's local time. DialEndMinutes NOT NULL DBINT The earliest valid hour to call a contact (in 24-hour format). The hour value is based on the contact's local time. DialStartHours NOT NULL DBINT The earliest valid minute to call a contact. The minutes value is based on the contact's local time. DialStartMinutes NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 NOT NULL DBCHAR A Boolean value that indicates that all preview and personal callback modes should be direct dialed from the agent desktop rather than transferred from the dialer. A Y indicates enabled, N indicates disabled. The default is N. IPDirectDialPreview NOT NULL DBCHAR (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Allow dialing of personal callbacks on Saturday. The default is N. PcbAllowedSaturday NOT NULL DBCHAR (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Allow dialing of personal callbacks on Sunday. The default is N. PcbAllowedSunday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 102 All Tables Blended_Agent_Options

Page 121

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Personal callbacks. Minimum time in minutes before retrying a busy. PcbBusyRetry NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Frequency (in minutes) to check for records in the database. PcbCheckRecords NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum attempts to retry. PcbMaxAttempts NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates the personal callback mode to use if this personal callback was not associated with a campaign. The three mode choices are useVDN, Reschedule, or Abandon. PcbMode NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum time in minutes before retrying a no answer. PcbNoAnswerRetry NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of rings to wait before considering this call a no answer call. PcbNoAnswerRingLimit NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Days to wait before purging old records. PcbPurgeRecords NULL varchar(64) (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates which personal callback records to purge based on the call status. It is a string of dialing list status characters. PcbPurgeStatus Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 103 All Tables Blended_Agent_Options

Page 122

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of personal callback records to cache in the dialer. PcbRecordsToCache NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Minimum time before retrying a failed reservation. PcbReserveRetry NOT NULL DBCHAR (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether callbacks should be rescheduled or not. The default is Y. RescheduleCallbacks Bucket_Intervals This configuration table holds the definition for Bucket Intervals that are used for Call type reporting. The Intervals are in sequentially increasing order, with the unused intervals having a NULL value. Use the Unified ICM Configuration Manager Bucket Interval List Tool to modify Bucket intervals. Table 70: Indexes for Bucket_Intervals Table index_keys index_description index_name BucketIntervalID Primary key XPKBucket_Intervals EnterpriseName Unique key XAK1Bucket_Intervals Table 71: Fields in Bucket_Intervals Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT The primary key for this table. BucketIntervalID NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 104 All Tables Bucket_Intervals

Page 123

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR The default is N. Deleted NULL DBINT Foreign key from Department. NULL for global department. DepartmentID AK-1 NOT NULL VNAME32 The enterprise name for this table. EnterpriseName NULL DBINT Upper bound in seconds of interval 1 IntervalUpperBound1 NULL DBINT Upper bound in seconds of interval 2 IntervalUpperBound2 NULL DBINT Upper bound in seconds of interval 3 IntervalUpperBound3 NULL DBINT Upper bound in seconds of interval 4 IntervalUpperBound4 NULL DBINT Upper bound in seconds of interval 5 IntervalUpperBound5 NULL DBINT Upper bound in seconds of interval 6 IntervalUpperBound6 NULL DBINT Upper bound in seconds of interval 7 IntervalUpperBound7 NULL DBINT Upper bound in seconds of interval 8 IntervalUpperBound8 NULL DBINT Upper bound in seconds of interval 9 IntervalUpperBound9 Bulk_Job This table supports operations from the Packaged CCE Bulk Operations tool. Table 72: Indexes for Bulk_Job Table index_keys index_description index_name BulkJobID Primary key XPKBulk_Job Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 105 All Tables Bulk_Job

Page 124

Table 73: Fields in Bulk_Job Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Auto-assigned Unique ID and Primary Key. BulkJobID NOT NULL CHANGESTAMP Incremented when the record is changed in the database ChangeStamp NULL DBDATETIME The date and time when the job was created CreateDateTime NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Describes this job Description NULL DBDATETIME The date and time when the job was finished EndDateTime NULL varchar(64) The AW on which the job will run JobHostName NULL DBSMALLINT The state of the job. The options are: • 1 = Queued • 2 = Processing • 3 = Completed successfully • 4 = Failed • 5 = Cancelled JobState NOT NULL DBSMALLINT Indicates the type of bulk job. The options are: • 1 = Dialed Number • 2 = Agent • 3 = Call Type • 4 = Skill Group • 5 = SSO Migration • 102 = Inventory Note The operation types (create, update, delete) are specified in the CSV file with each record. JobType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 106 All Tables Bulk_Job

Page 125

Keys and NULL Option Data Type Description Name NULL DBDATETIME The date and time when the job was started StartDateTime Business_Entity This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. It lists the business entities within the enterprise. Related Tables • Enterprise_Route, on page 251 (through Enterprise Route ID) • Enterprise_Service, on page 253 (through EntityID) • Enterprise_Skill_Group, on page 255 (through EntityID) • Master_Script, on page 302 (through Entity ID) • Schedule, on page 428 (through EntityID) Table 74: Indexes for Business_Entity Table index_keys index_description index_name EntityID Primary key XPKBusiness_Entity EntityName Unique key XAK1Business_Entity Table 75: Fields in Business_Entity Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the business entity. Description PK NOT NULL DBINT A unique identifier for the business entity. EntityID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 107 All Tables Business_Entity

Page 126

Keys and NULL Option Data Type Description Name AK-1 NOT NULL varchar(30) The name of the business entity. EntityName Business_Hours This table is in the Business Hours category. To see database rules for these tables, see Business Hours, on page 617. It contains a description of all the business hours that a enterprise may use. There is a single row for every configured business hour. You can use the Call Tracer utility from within Script Editor to view the Business Hour evaluvation status in the tracer logs. Related Tables • Business_Hours_Real_Time, on page 110 (through BusinessHoursID) • Business_Hours_Reason, on page 111 (through BusinessHourReasonID) • Special_Day_Schedule, on page 554 (through BusinessHoursID) • Time_Zone_Location, on page 586 (through TimeZoneLocationID) • Week_Day_Schedule, on page 612 (through BusinessHoursID) Table 76: Indexes for Business_Hours Table index_keys index_description index_name BusinessHoursID Primary key XPKBusiness_Hours EnterpriseName Unique key XAK1Business_Hours DepartmentID Inversion key XIE1Business_Hours TimeZoneLocationID Inversion key XIE2Business_Hours Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 108 All Tables Business_Hours

Page 127

Table 77: Fields in Business_Hours Table Keys and NULL Option Data Type Description Field PK NOT NULL DBINT Unique ID of the business schedule object BusinessHoursID AK NOT NULL VNAME32 An enterprise name for this business hour. The name must be unique among all the business hours within the business entity. EnterpriseName FK, IE NULL DBINT Displays the foreign key from the Department table. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about this business hour. Description NOT NULL DBTINYINT If this field is 0, the system uses the business hour configured for that department and time zone. You can override the default business hour with the following: • 1=force closes the current business hour. • 2=force opens a business hour. ManualOverride FK NULL DBINT Foreign key from the Business Hours Reason table. BusinessHourReasonID NOT NULL DBTINYINT Defines the type of the business hour. • 0 indicates that the business hour is open for 24 hours on all seven days of the week. • 1 indicates that the business hour will fall within a custom time period you define. To define the time period, select the Custom option under Business Hours > Regular Hours in the Unified CCE Administration console. Default value is 0. BusinessHourType FK, IE NOT NULL DBINT The timezone that the schedule will be based on. Displays the foreign key from the Time Zone Location table. TimeZoneLocationID NULL DBDATETIME Records the date and time when a record is added or updated. DateTimeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 109 All Tables Business_Hours

Page 128

Keys and NULL Option Data Type Description Field NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBINT Future Use FutureUseInt1 NULL DBINT Future Use FutureUseInt2 NULL VARCHAR(64) Future Use FutureUseVarChar1 NULL VARCHAR(64) Future Use FutureUseVarChar2 Business_Hours_Real_Time This table provides the current status of the business hour and the reason code as a real time report. Related Tables • Business_Hours, on page 108 (through BusinessHoursID) • Business_Hours_Reason, on page 111 (through ReasonCode) Table 78: Indexes for Business_Hours_Real_Time Table index_keys index_description index_name BusinessHoursID Primary key XPKBusiness_Hours_Real_Time Table 79: Fields in Business_Hours_Real_Time Table Keys and NULL Option Data Type Description Field PK NOT NULL DBINT Foreign key from Business Hours table. BusinessHoursID NOT NULL DBDATETIME Date and time when this data was last updated. It represents the updated time stamp. DateTime NULL DBINT Indicates whether the business hour is open or closed. • 0 indicates that the business hour is closed. • 1 indicates that the business hour is open. ScheduleStatus Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 110 All Tables Business_Hours_Real_Time

Page 129

Keys and NULL Option Data Type Description Field NULL DBINT Reason code of the active schedule. ReasonCode NULL DBINT Future Use FutureUseInt1 NULL DBINT Future Use FutureUseInt2 NULL DBINT Future Use FutureUseInt3 NULL DBINT Future Use FutureUseInt4 NULL DBINT Future Use FutureUseInt5 Business_Hours_Reason This table contains the reason for the business hour's state. Related Tables • Business_Hours, on page 108 (through BusinessHourReasonID) • Business_Hours_Real_Time, on page 110 (through ReasonCode) Table 80: Indexes for Business_Hours_Reason Table index_keys index_description index_name BusinessHourReasonID Primary key XPKBusiness_Hours_Reason ReasonCode Unique key XAK1Business_Hours_Reason Table 81: Fields in Business_Hours_Reason Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Unique ID of the business reason. BusinessHourReasonID AK NOT NULL DBINT A unique key assigned to each reason. ReasonCode Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 111 All Tables Business_Hours_Reason

Page 130

Keys and NULL Option Data Type Description Name NULL VARCHAR(255) Description of the business hour reason in text format. ReasonText NULL DBDATETIME Records the date and time when a record is added or updated. DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBINT Future Use FutureUseInt1 NULL DBINT Future Use FutureUseInt2 NULL VARCHAR(128) Future Use FutureUseVarChar1 NULL VARCHAR(64) Future Use FutureUseVarChar1 Call_Event_Detail (Reserved for future use) Call_Type This table is part of the Script category. For database rules, see the "Script Tables" section. Each row describes a category of calls that the software can handle. The Dialed Number Map table determines which calls are assigned to each category. The Call Type Map table determines which scripts are run for each call type. Use the Call Type list tool to add, update, and delete Call_Type records. This tool can be launched through the Configuration Manager. Related Tables Call_Type_Map (by CallTypeID) Call_Type_Real_Time (by CallTypeID) Customer_Defintion (by CustomerDefinitionID) Default_Call_Type (by CallTypeID) Dialed_Number_Map (by CallTypeID) ICR_Globals (Call_Type.CallTypeID maps to ICR_Globals.DefaultCallType) Route_Call_Detail (by CallTypeID) Termination_Call_Detail (by CallTypeID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 112 All Tables Call_Event_Detail (Reserved for future use)

Page 131

Table 82: Indexes for Call_Type Table index_keys index_description index_name EnterpriseName Nonclustered, unique, unique key located on PRIMARY XAK1Call_Type CustomerDefinitionID Nonclustered located on PRIMARY XIE1Call_Type DateTimeStamp Nonclustered located on PRIMARY XIE2Call_Type CallTypeID Clustered, unique, primary key located on PRIMARY XPKCall_Type Table 83: Fields in Call_Type Table Keys and NULL Option Data Type Description Name FK NULL DBINT The ID for the entry in the Bucket_Interval Table used for this CallType. The default value is NULL. NULL means that the bucket interval from ICR_Globals is used for this calltype. BucketIntervalID PK NOT NULL DBINT A unique identifier for this call type. CallTypeID NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp IE-1 NULL DBINT Identifies the customer definition, if any, associated with the call type. CustomerDefinitionID NULL VARCHAR(64) Contact Center AI Configuration ID. CCAIConfigParameter NULL DBDATETIME Records the date and time when a record is added or updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the call type. Description AK-1 NOT NULL VNAME32 An enterprise name for this call type. This name must be unique among all call types in the enterprise. EnterpriseName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 113 All Tables Call_Type

Page 132

Keys and NULL Option Data Type Description Name IE3, NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. Note This field is the Call Type Reporting Interval. It is not the PG reporting Interval with which the skill group is associated. ReportingInterval NULL DBINT The time in seconds to be used as the service level threshold. ServiceLevelThreshold NULL DBSMALLINT Default value that indicates how the software calculates the service level (that is, how it handles abandoned calls in calculating the service level). You can override this default for individual services. ServiceLevelType FK,NULL DBINT Reserved for future use SurveyID Call_Type_Interval This section describes the Call Type Interval table. • 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 Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent and supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, needs to also look at 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 Answer Wait Time for a call begins when the call is queued. 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 queueing 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. • In the Call Type Interval table, the Hold time is calculated based on the call event. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 114 All Tables Call_Type_Interval

Image 1 from page 132

Page 133

Table 84: Fields in Call_Type_Interval Table Keys and NULLOption Data Type Description Name YES DBINT The number of calls abandoned within Interval

For Call Type Interval, AbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. AbandInterval1 YES DBINT Number of calls abandoned within interval 2. See AbandInterval1. AbandInterval2 YES DBINT Number of calls abandoned within interval 3. See AbandInterval1. AbandInterval3 YES DBINT Number of calls abandoned within interval 4. See AbandInterval1. AbandInterval4 YES DBINT Number of calls abandoned within interval 5. See AbandInterval1. AbandInterval5 YES DBINT Number of calls abandoned within interval 6. See AbandInterval1. AbandInterval6 YES DBINT Number of calls abandoned within interval 7. See AbandInterval1. AbandInterval7 YES DBINT Number of calls abandoned within interval 8. See AbandInterval1. AbandInterval8 YES DBINT Number of calls abandoned within interval 9. See AbandInterval1. AbandInterval9 YES DBINT Number of calls abandoned within interval 10. See AbandInterval1. AbandInterval10 YES DBINT During the reporting interval, calls that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value of DBCDF_ERROR (4). Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCount. AgentErrorCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 115 All Tables Call_Type_Interval

Page 134

Keys and NULLOption Data Type Description Name YES DBINT The number of calls answered within Interval

For Call Type Interval, AnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. AnsInterval1 YES DBINT Number of calls answered within interval 2. See AnsInterval1. AnsInterval2 YES DBINT Number of calls answered within interval 3. See AnsInterval1. AnsInterval3 YES DBINT Number of calls answered within interval 4. See AnsInterval1. AnsInterval4 YES DBINT Number of calls answered within interval 5. See AnsInterval1. AnsInterval5 YES DBINT Number of calls answered within interval 6. See AnsInterval1. AnsInterval6 YES DBINT Number of calls answered within interval 7. See AnsInterval1. AnsInterval7 YES DBINT Number of calls answered within interval 8. See AnsInterval1. AnsInterval8 YES DBINT Number of calls answered within interval 9. See AnsInterval1. AnsInterval9 YES DBINT Number of calls answered within interval 10. See AnsInterval1. AnsInterval10 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 116 All Tables Call_Type_Interval

Page 135

Keys and NULLOption Data Type Description Name YES DBINT The sum of answer wait time in seconds for all calls that were answered for the call type during the reporting interval. The AnswerWaitTime for a single call against the call type is an approximate sum of the following fields in the Termination_Call_Detail table: • DelayTime • LocalQTime • RingTime • NetQTime This field is applicable to both Unified ICM and Unified CCE with the following exception: The field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. AnswerWaitTime YES DBINT Average delay in queue (in seconds) for calls removed from the Router queue during the half-hour interval. RouterQueueDelayQ / RouterQueueCalls AvgRouterDelayQ YES DBINT The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record. BucketIntervalID YES DBINT The total number of calls of this call type answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. CallsAnswered Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 117 All Tables Call_Type_Interval

Page 136

Keys and NULLOption Data Type Description Name YES DBINT The total time spent by calls of this call type that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls. Note This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTime from CallDelayAbandTime. CallDelayAbandTime YES DBINT The total number of calls of this call type handled in the reporting interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. Note This field is also incremented for a self-serviced call (call answered by the IVR and not by agent). CallsHandled YES DBINT The total number of calls of this call type offered during the reporting interval. CallsOffered YES DBINT The number of calls placed on hold at least once for the call type during the reporting interval. CallsOnHold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 118 All Tables Call_Type_Interval

Page 137

Keys and NULLOption Data Type Description Name YES DBINT Number of calls answered within interval 1. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. CallsQHandled YES DBINT Number of calls of this type that have been routed during the reporting interval. CallsRouted YES DBINT During the reporting interval, the number of router requery events for this calltype. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, Calls Requeried is 20. CallsRequeried YES DBINT For Unified CCE, the number of calls that implemented a Label node or a Divert Label node in their routing script in the reporting interval. For Unified ICM, the number of calls that implemented a Label node or a Divert Label node in their routing script; or that were routed to a standard ACD without using a translation route in the reporting interval. CallsRoutedNonAgent YES DBINT Number of calls that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with a call disposition of 5. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. CallsRONA PK2, NOT NULL DBINT Identifies the call type. CallTypeID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 119 All Tables Call_Type_Interval

Page 138

Keys and NULLOption Data Type Description Name YES DBINT The total time spent by calls of this call type that abandoned calls within the reporting interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. Does not include short calls. CTDelayAbandTime YES DBINT During the reporting interval, the total time that all the calls spent at the VRU in the current call type. CTVRUTime PK1, NOT NULL DBSMALLDATE The Central Controller date and time at the start of the interval when the row was generated. DateTime IE1, YES DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime YES DBINT The total time spend by all calls for this call type that abandoned while in the queue, for this reporting interval. This field changed in Release 7.0 from Abandon Time in Queue + Abandon Time At Agent + Abandon Time in VRU to Abandon Time in Queue only. Note Customers who migrate from Release 6.0 please note that the data stored in DelayQAbandTime is moved to CallDelayAbandTime. Does not include short calls. This time is not reset if the CallType changes. DelayQAbandTime YES DBINT For the reporting interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls. DelayAgentAbandTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 120 All Tables Call_Type_Interval

Page 139

Keys and NULLOption Data Type Description Name YES DBINT During the reporting interval, the number of calls that resulted in an error condition. A few examples of error condition are: • CCE Script operation is unable to find a target for the call due to any scripting or configuration error. • The system is unable to route the call to the identified Agent for any error in the network or device. • Calls with mis-configured labels that do not use default routing; for example, when a route has not been defined. • Translation-routed calls are abandoned while en route to destination target. Is incremented every time Router encounters a routing error. These calls can be identified by a non-zero RouterErrorCode in Route_Call_Detail records, after discounting any record that may have been identified as an Abandoned call (that is with a RouterErrorCode=448). See Router Error Codes for the complete list of RouterError codes. ErrorCount YES DBINT The total handle time in seconds for handled calls of this call type ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. HandleTime YES DBINT The total hold time in seconds for calls of this call type ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. HoldTime YES DBINT Number of calls of this type that were routed to the default label during the reporting interval. ICRDefaultRouted Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 121 All Tables Call_Type_Interval

Page 140

Keys and NULLOption Data Type Description Name YES DBINT During the reporting interval, the number of IncompleteCalls; which are calls that were routed to an agent but failed to arrive. Is incremented on the receipt of a Termination_Call_Detail with the Disposition Flag value of DBCDF_INCOMPLETE (7). This can occur under several conditions: 1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it. 2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the desk phone. 3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed. 4. Network issues (congestion, glitches, and so on). 5. A caller disconnects in route to the agent. Note As IP transfers are so quick, this is an unlikely condition. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. IncompleteCalls YES DBINT The max hold time in seconds for calls of this call type during the reporting interval MaxHoldTime NULL DBINT The maximum number of calls in queue for this call type during this interval. MaxCallsQueued NULL DBINT The longest time a call had to wait before it was dispositioned (abandoned, answered, and so on) in this interval. MaxCallWaitTime NULL DBINT The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered. ReservationCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 122 All Tables Call_Type_Interval

Page 141

Keys and NULLOption Data Type Description Name YES DBINT Number of calls of this type that were routed to a Termination node that specifies "use network default" during the reporting interval. This node returns a label to the network that tells it to apply its default treatment to the call. NetworkDefaultRouted YES DBINT Number of calls routed with an announcement node during the reporting period. This node returns a label to the network that specifies the announcement to be played. NetworkAnnouncement YES DBINT The number of calls overflowed to another call type during the reporting interval. This field increments when a requalify or call type node is run in the script. OverflowOut NULL DBINT The total number of pick requests successfully routed by this call type in the reporting interval. PickRequests NULL DBINT The total number of pull requests successfully routed by this call type in the reporting interval. PullRequests NULL DBINT Number of pick requests resulting in an error. PickErrors NULL DBINT Number of pull requests resulting in an error. PullErrors AK1, NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey IE2, NULL DBINT The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. ReportingHalfHour IE3, NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. ReportingInterval YES DBINT Reserved for future use. Reserved1 YES DBINT Reserved for future use. Reserved2 YES DBINT Reserved for future use. Reserved3 YES DBINT Reserved for future use. Reserved4 YES DBFLT4 Reserved for future use. Reserved5 YES DBINT Number of calls of this type that were routed to the Busy target during the reporting interval. ReturnBusy Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 123 All Tables Call_Type_Interval

Page 142

Keys and NULLOption Data Type Description Name YES DBINT Number of calls of this type that were routed to the Ring target during the reporting interval. ReturnRing YES DBINT Count of calls that run a Release node in their routing script in the reporting interval. ReturnRelease YES DBINT Number of seconds calls of this type spent in the Call Router queue during the reporting interval. This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted. RouterQueueWaitTime YES DBINT The number of tasks of the call type assigned from the queue to be routed in the reporting interval. RouterQueueCalls YES DBINT The number of calls to the call type that abandoned in the Router queue during the interval. Does not include short calls. The definition of this field changed in Release 7.0(0) from "Calls Abandon in Queue + Calls Abandoned At Agent + Calls Abandoned in VRU" to "Calls Abandoned in Queue only". For customers who are migrating from Release 6.0 to Release 7.0, the data stored in RouterCallsAbandQ is moved to TotalCallsAband. Note RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent. RouterCallsAbandQ YES DBINT During the reporting interval, the number of Router queue attempts that failed because the limit for the call type was reached. RouterQueueCallTypeLimit YES DBINT During the reporting interval, the number of Router queue attempts that failed because the global system limit was reached. RouterQueueGlobalLimit YES DBINT The number of calls that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent. RouterCallsAbandToAgent Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 124 All Tables Call_Type_Interval

Page 143

Keys and NULLOption Data Type Description Name YES DBINT The total number of calls of this call type are abandoned within the service level threshold during the reporting interval. This is valid for both Unified CCE and standard ACD targets that use translation routes. For Call Type Interval, ServiceLevelAband is calculated from the time the call type changes until the time the call is abandoned. ServiceLevelAband YES DBINT The total number of calls of this call type answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. This is valid for both Unified CCE and standard ACD targets that use translation routes. Note The timer for Service Levels statistics starts when the call arrives at that given CallType. Service Levels statistics reset when CallType changes for a given call. ServiceLevelCalls YES DBINT The number of calls of this call type that had service level events during the reporting interval. Calls are counted for service level purposes when it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes. For more information about Service Level at Call Type, see Reporting Concepts for Cisco Unified Contact Center Enterprise guide at https://www.cisco.com/c/en/us/support/ customer-collaboration/ unified-contact-center-enterprise/ products-user-guide-list.html. ServiceLevelCallsOffered Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 125 All Tables Call_Type_Interval

Page 144

Keys and NULLOption Data Type Description Name YES DBFLT4 Service level for the call type during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Call Type list tool and the System Information tool. ServiceLevel is calculated as follows depending on the service level type: 1. Ignore Abandoned Calls: ServiceLevelCalls/(ServiceLevelCallsOffered

ServiceLevelAband).

Abandoned Calls have Negative Impact: ServiceLevelCalls/ServiceLevelCallsOffered. 3. Abandoned Calls have Positive Impact: (ServiceLevelCalls + ServiceLevelAband)/ServiceLevelCallsOffered. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. ServiceLevel YES DBINT Service Level Type used to calculate Service level for the reporting interval. ServiceLevelType YES DBINT Calls that ended in Error state within SL threshold within the reporting interval. ServiceLevelError YES DBINT Calls that redirected on no answer within SL threshold within the reporting interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONA YES DBINT The total number of calls to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option. ShortCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 126 All Tables Call_Type_Interval

Page 145

Keys and NULLOption Data Type Description Name YES DBINT The total talk time in seconds for calls of this call type that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if an agent answers the call on a standard ACD, unless the call was translation routed. TalkTime PK3, NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone YES DBINT The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This field also includes abandoned calls that are not in the queue; for example, when the caller ends the call while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls. TotalCallsAband YES DBINT Count of calls marked as Offered to VRU but not handled in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. VruUnhandledCalls YES DBINT Count of the VRU calls marked as handled at VRU in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. VruHandledCalls YES DBINT Count of the VRU handled calls marked as routed to agents in the reporting interval. This field is incremented only if the calls routing script sets the VRUProgress script variable to a certain value. VruAssistedCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 127 All Tables Call_Type_Interval

Page 146

Keys and NULLOption Data Type Description Name YES DBINT Count of the VRU unhandled calls that were marked as routed to agents by caller request in the reporting interval. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. VruOptOutUnhandledCalls YES DBINT Count of the VRU calls marked as routed to agents because of usual script procedure in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. VruScriptedXferredCalls YES DBINT Count of the VRU calls marked as routed to agents because of caller difficulties in the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. VruForcedXferredCalls YES DBINT Count of VRU calls marked with any VRUProgress value other than the reporting period. This field is incremented only if the call's routing script sets the VRUProgress script variable to a certain value. VruOtherCalls YES DBINT The total time that all calls spent at the VRU in the reporting interval. This is the total VRU time, whether the call was queued or not. VRUTime Call_Type_Map This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. It maps call types to scheduled scripts. Use the Script Schedule facility of the Script Editor to add, update, and delete Call_Type_Map records. Related Tables Call_Type, on page 112 (via CallTypeID) Master_Script, on page 302 (via MasterScriptID) Table 85: Indexes for Call_Type_Map Table index_keys index_description index_name MasterScriptID nonclustered located on PRIMARY XIE1Call_Type_Map Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 128 All Tables Call_Type_Map

Page 147

index_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

Image 1 from page 147

Page 148

When creating the Agent name, you must remove spaces or hyphens from both the first and last name of the person in the child's person record. If the parent is set for auto-configuration on the agent names and a child agent is created with a space or a hyphen in the first or last name, the parent does not create the agent name. Note Table 87: Fields in Call_Type_SG_Interval Table Keys and NULL Option Data Type Description Name YES DBINT The number of calls abandoned within Interval 1. For Call Type SG Interval, AbandInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. AbandInterval1 YES DBINT Number of calls abandoned within interval 2. See AbandInterval1. AbandInterval2 YES DBINT Number of calls abandoned within interval 3. See AbandInterval1. AbandInterval3 YES DBINT Number of calls abandoned within interval 4. See AbandInterval1. AbandInterval4 YES DBINT Number of calls abandoned within interval 5. See AbandInterval1. AbandInterval5 YES DBINT Number of calls abandoned within interval 6. See AbandInterval1. AbandInterval6 YES DBINT Number of calls abandoned within interval 7. See AbandInterval1. AbandInterval7 YES DBINT Number of calls abandoned within interval 8. See AbandInterval1. AbandInterval8 YES DBINT Number of calls abandoned within interval 9. See AbandInterval1. AbandInterval9 YES DBINT Number of calls abandoned within interval 10. See AbandInterval1. AbandInterval10 YES DBINT The number of calls answered within Interval 1. For Call Type SG Interval, AnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This includes any requery time. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. AnsInterval1 YES DBINT Number of calls answered within interval 2. See AnsInterval1. AnsInterval2 YES DBINT Number of calls answered within interval 3. See AnsInterval1. AnsInterval3 YES DBINT Number of calls answered within interval 4. See AnsInterval1. AnsInterval4 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 130 All Tables Call_Type_SG_Interval

Image 1 from page 148

Page 149

Keys and NULL Option Data Type Description Name YES DBINT Number of calls answered within interval 5. See AnsInterval1. AnsInterval5 YES DBINT Number of calls answered within interval 6. See AnsInterval1. AnsInterval6 YES DBINT Number of calls answered within interval 7. See AnsInterval1. AnsInterval7 YES DBINT Number of calls answered within interval 8. See AnsInterval1. AnsInterval8 YES DBINT Number of calls answered within interval 9. See AnsInterval1. AnsInterval9 YES DBINT Number of calls answered within interval 10. See AnsInterval1. AnsInterval10 NULL DBINT Attribute 1 associated with the Precision Queue. AttributeID1 NULL DBINT Attribute 2 associated with the Precision Queue. AttributeID2 NULL DBINT Attribute 3 associated with the Precision Queue. AttributeID3 NULL DBINT Attribute 4 associated with the Precision Queue. AttributeID4 NULL DBINT Attribute 5 associated with the Precision Queue. AttributeID5 NULL DBINT Attribute 6 associated with the Precision Queue. AttributeID6 NULL DBINT Attribute 7 associated with the Precision Queue. AttributeID7 NULL DBINT Attribute 8 associated with the Precision Queue. AttributeID8 NULL DBINT Attribute 9 associated with the Precision Queue. AttributeID9 NULL DBINT Attribute 10 associated with the Precision Queue. AttributeID10 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 131 All Tables Call_Type_SG_Interval

Page 150

Keys and NULL Option Data Type Description Name YES DBINT The sum of answer wait time in seconds for all calls that were answered for the call type associated with this skill group during the reporting interval. The AnswerWaitTime for a single call against the call type is an approximate sum of the following fields in the Termination_Call_Detail table: • DelayTime • LocalQTime • RingTime • NetQTime This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. Note With the existence of a network VRU, for Unified ICM and Unified CCE systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued. AnswerWaitTime YES DBINT Average delay in queue (in seconds) for calls removed from the Router queue during the reporting interval. RouterQueueWaitTime / RouterQueueCalls AvgRouterDelayQ YES DBINT During the reporting interval, calls associated with this skill group that encounter an error when the call is at the agent desktop. These are calls that receive a TCD with CallDispositionFlag value 4. Agent errors are counted in AgentErrorCount, and routing errors are counted in ErrorCount. Total Error count = ErrorCount + AgentErrorCoun. AgentErrorCount YES DBINT The ID of Bucket Intervals from the Bucket_Interval table used to generate the following AnsInterval and AbandInterval fields in this record. The Bucket Intervals ID is taken from the corresponding Call Type configuration. BucketIntervalID PK2, NOT null DBINT Identifies the call type. CallTypeID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 132 All Tables Call_Type_SG_Interval

Page 151

Keys and NULL Option Data Type Description Name YES DBINT The total time spent by calls of this call type associated with this skill group that abandoned in the reporting interval. This time begins when the call reaches the Router and ends when the call disconnects. Does not include short calls. Note This time is not reset if the CallType changes. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTime and DelayAgentAbandTime from CallDelayAbandTime. CallDelayAbandTime YES DBINT The total number of calls of this call type associated with this skill group that was answered or work accepted by agents in the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. Note With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued. CallsAnswered YES DBINT The total number of calls of this call type associated with this skill group that was handled in the reporting interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. CallsHandled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 133 All Tables Call_Type_SG_Interval

Page 152

Keys and NULL Option Data Type Description Name YES DBINT Calls that were counted as CallsOfferedRouted but reported against another skill group. Note The call is counted in the Skill Group where it is reported depending on the call disposition flag. For example, if the call disposition flag is 1, the field CallsHandledNotRouted is incremented in the actual skill group that the call was handled. In some other scenarios, this field can be incremented where the SkillGroupSkillTargetID is not provided and none of the call dispositions are used to categorize where the call is going. CallsReportAgainstOther YES DBINT Number of calls associated with this skill group that was handled in the reporting interval that were queued in the Router at any time during the life of the call. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. CallsQHandled YES DBINT Number of calls associated with this skill group that was that have been Redirected On No Answer in the reporting interval. This does not include calls that are rerouted using the router requery feature. This is for calls with CallDispositionFlag of 5 in TCD. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. CallsRONA YES DBINT During the reporting interval, the number of router requery events for this call type associated with this skill group. A call may be requeried several times and counted as such. For example, if there are 10 calls offered and each is requeried twice, CallsRequeried is 20. CallsRequeried YES DBINT Number of Calls associated with this skill group that was routed in the reporting interval without translation route in TDM environment. The TCD that the peripheral creates does not have any call type associated to it. CallsRoutedNonAgent YES DBINT Calls associated with this skill group that were handled but is not the skill group that was originally routed. Note: The field CallsReportAgainstOther is incremented in the skill group that the call was routed. CallsHandledNotRouted Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 134 All Tables Call_Type_SG_Interval

Page 153

Keys and NULL Option Data Type Description Name YES DBINT The number of calls associated with this skill group that the Central Controller routed. This field is incremented for calls sent to skill group or service and it is incremented in the following ways: Skill Group: The Router increments this field when the call is routed or queued to a skill group. Service: The Router increments this field using the agent real time data when the call is answered, or using TCD when the agent abandons the call. CallsOfferedRouted YES DBINT Calls offered to a skill group that the Router did not route. It happens in TDM and PG Gateway deployments where the ACD routes the call to a Skill Group different from the original routed Skill Group. CallsOfferedNotRouted YES DBINT The number of calls placed on hold at least once for the call type associated with the skill group during the reporting interval. CallsOnHold PK1, NOT NULL DBSMALLDATE The Central Controller date and time at the start of the interval when the row was generated. DateTime IE1, YES DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime YES DBINT For the reporting interval, the total time spent by all calls for this call type associated with this skill group that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. Does not include short calls. DelayAgentAbandTime YES DBINT The total time spend by all calls associated with this skill group for this call type that abandoned while in the queue, for this reporting interval. DelayQAbandTime YES DBINT During the reporting interval, the number of calls associated with this skill group that resulted in an error condition. A few examples of error condition are: • CCE Script implementation is unable to find a target for the call due to any scripting or configuration error. • The system is unable to route the call to the identified Agent for any error in the network or device. • Calls with mis-configured labels do not use default routing; for example, when a route has not been defined. Translation-routed calls are abandoned while en route to destination target. Calls with mis-configured labels do not use default routing; for example, when a route has not been defined. See Router Error Codes for the complete list of RouterError codes. ErrorCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 135 All Tables Call_Type_SG_Interval

Page 154

Keys and NULL Option Data Type Description Name YES DBINT The total handle time in seconds for handled calls of this call type associated with this skill group ending during the reporting interval. HandleTime is the sum of the fields TalkTime, HoldTime, and WorkTime from the Termination_Call_Detail record. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. HandleTime YES DBINT The total hold time in seconds for calls of this call type associated with this skill group ending during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. HoldTime YES DBINT During the reporting interval, the number of IncompleteCalls; which are calls associated with this skill group that were routed to an agent but failed to arrive. An IncompleteCall can also be identified in the Termination_Call_Detail record, as can any call with a CallDispositionFlag of 7 in TCD. Network issues (congestion, glitches, and so on). This can occur under several conditions: 1. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, pushes the head set button to enable it. 2. Just as the CallRouter is about to send the agent a call, the agent otherwise attempts to make a call from the desk phone. 3. Just as the CallRouter is about to send the agent a call, the agent, while in the AVAILABLE state, is direct dialed. 4. A caller disconnects in route to the agent. Note As IP transfers are so quick, this is an unlikely condition. This field is applicable to both Unified ICM and Unified CCE with the following exception: it does not include the delay time for a call that was abandoned after it was routed to a standard ACD, unless the call was translation routed. IncompleteCalls YES DBINT The max hold time in seconds for calls of the call type associated with the skill group during the reporting interval MaxHoldTime NULL DBINT The maximum number of calls in queue for this call type during this interval. MaxCallsQueued Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 136 All Tables Call_Type_SG_Interval

Page 155

Keys and NULL Option Data Type Description Name NULL DBINT The longest time a call has to wait before it is dispositioned (abandoned, answered, and so on) in this interval. MaxCallWaitTime YES DBINT The number of calls overflowed to another call type during the reporting interval. This field increments when a requalify or call type node is run in the script. OverflowOut NULL DBINT The total number of pick requests successfully routed with this skill group by this call type in the reporting interval. PickRequests NULL DBINT The total number of pull requests successfully routed with this skill group by this call type in the reporting interval. PullRequests NULL DBINT Number of pick requests resulting in an error. PickErrors NULL DBINT Number of pull requests resulting in an error. PullErrors PK4, NULL DBINT With CallTypeID, it identifies call type association with Precision Queue. For Skill Group only call types, the value is NULL. PrecisionQueueID AK1, NOT NULL DBFLT8 Unique ID assigned to each record and used internally by the Unified ICM/Unified CCE software to track the record. RecoveryKey IE2, NULL DBINT The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. Note This field uses the CentralController UTC time and not the local time to calculate the Half Hour index. Therefore, based on the time zone, the Half Hour boundary interval (0 to 47) may vary. ReportingHalfHour IE3, NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. ReportingInterval NULL DBINT The number of times the Dialer reserved an agent for an agent campaign during this interval. This is a part of the equation for calls completed to balance with CallsOffered. ReservationCalls YES DBINT The number of calls to the call type associated with this skill group that abandoned in the Router queue during the reporting interval. Does not include short calls. Note RouterCallsAbandQ does not include calls that were abandoned in the VRU. This value can be derived from TotalCallsAband - RouterCallsAbandQ - RouterCallsAbandToAgent. RouterCallsAbandQ Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 137 All Tables Call_Type_SG_Interval

Page 156

Keys and NULL Option Data Type Description Name YES DBINT The number of calls associated with this skill group that abandoned at the agent desktop before being answered in the reporting interval. Does not include short calls. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 2 are counted as RouterCallsAbandToAgent. RouterCallsAbandToAgent YES DBINT Number of seconds calls of this calltype associated with this skill group spent in the Call Router queue during the reporting interval. This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted. RouterQueueWaitTime YES DBINT The number of tasks of the call type associated with this skill group assigned from the queue to be routed in the reporting interval. RouterQueueCalls YES DBINT It is incremented when the call is removed from the queue. RouterCallsDequeued YES DBINT Reserved for future use. Reserved1 YES DBINT Reserved for future use. Reserved2 YES DBINT Reserved for future use. Reserved3 YES DBINT Reserved for future use. Reserved4 YES DBFLT4 Reserved for future use. Reserved5 YES DBINT The number of calls associated with the skill group that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented for all the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously queued to the longest at the time of the abandon. Usually, this would be the first group the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order. The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. RouterCallsAbandDequeued PK3, NOT NULL DBINT Together with CallTypeID identifies call type association with skill group in this table. SkillGroupSkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 138 All Tables Call_Type_SG_Interval

Page 157

Keys and NULL Option Data Type Description Name YES DBINT The total number of calls associated with this skill group to the route that were too short to be considered abandoned during the reporting interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, Unified CCE, and Outbound Option. ShortCalls YES DBINT The total number of calls of this call type associated with this skill group abandoned within the service level threshold during the reporting interval. Valid for both Unified CCE and standard ACDtargets that use translation routes. For Call Type SG Interval, ServiceLevelAband is calculated from when the call type changes to when the call is abandoned. ServiceLevelAband YES DBINT The total number of calls of this call type associated with this skill group answered within the service level threshold during the reporting interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. Valid for both Unified CCE and standard ACDtargets that use translation routes. For Call Type SG Interval, ServiceLevelCalls is calculated from when the call type changes to when the call is answered. ServiceLevelCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 139 All Tables Call_Type_SG_Interval

Page 158

Keys and NULL Option Data Type Description Name YES DBINT The number of calls of this call type associated with this skill group that had service level events during the reporting interval. Calls are counted for service level purposes when it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. Valid for both Unified CCE and standard ACD targets that use translation routes. A service level event occurs when one of the following happens to the call: 1. An agent answers the call before the service level threshold expires. In this case, the ServiceLevelCalls and ServiceLevelsCallsOffered database fields are incremented. 2. The call abandons before the service level threshold expires. In this case, the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented. 3. The call is Redirected on No Answer (RONAs) before the service level threshold expires. In this case, ServiceLevelRONA and ServiceLevelCallsOffered database fields are incremented. 4. The call reaches the service level threshold without being answered by an agent or being abandoned. In this case, the ServiceLevelCallsOffered database field is incremented. Tasks that abandon before the short calls timer (as defined in the Unified ICM configuration) do not count toward the ServiceLevelCallsOffered or ServiceLevelAband call counters. Note In the ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the ErrorCount+AgentErrorCount field to exclude all the erroneous calls and use ServiceLevelError field to exclude erroneous calls before threshold. ServiceLevelCallsOffered Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 140 All Tables Call_Type_SG_Interval

Page 159

Keys and NULL Option Data Type Description Name YES DBFLT4 The service level for the call type associated with this skill group during the reporting interval. Service Level Type is configured in the Unified ICM Configuration Manager using the Skill Group explorer and PG explorer. The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval. ServiceLevel is calculated as follows depending on the service level type: 1. IgnoreAbandCall: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued -ServiceLevelAband). 2. Abandoned Calls has Negative Impact: ServiceLevelCalls/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued). 3. Abandoned Calls have Positive Impact: ServiceLevelCalls + ServiceLevelAband/(ServiceLevelCallsOffered- RouterCallsDequeued - RouterCallsAbandDequeued). This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. ServiceLevel YES DBINT Calls associated with this skill group that ended in Error state within SL threshold within the reporting interval. ServiceLevelError YES DBINT Calls associated with this skill group that redirected on no answer within SL threshold within the reporting interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONA YES DBINT The router uses the Call Type ServiceLevel and ServiceLevelType to calculate the Service level of the reporting interval. ServiceLevelType YES DBINT The number of queued calls associated with this skill group that was de-queued within the skill Service Level threshold in the reporting interval. Calls may be de-queued by Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. Note This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsDequeue Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 141 All Tables Call_Type_SG_Interval

Page 160

Keys and NULL Option Data Type Description Name PK4, NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone YES DBINT The total talk time in seconds for calls of this call type associated with this skill group that were handled during the reporting interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if an agent on a standard ACD answers the call, unless the call was translation routed. TalkTime Call_Type_Real_Time This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Local database only. • 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 be set up to change the call type of the call when self-service is completed. Otherwise, the time spent in self-service will negatively impact the Service Level. • In a Cisco Contact Center Gateway deployment, when the Unified ICM (parent) is connected with a Unified CCE, or a Unified CCE System PG (child), or a Cisco Unified Contact Center Express (child) through the Unified CCE Gateway PG, the network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager would need to look at the parent Unified ICM reports for network queuing data. Note Provides real-time statistics for each call type defined in the software. The software generates a Call_Type_Real_Time record for each call type. Related Tables Call_Type, on page 112 (via CallTypeID) Master_Script, on page 302 (via MasterScriptID) Script, on page 441 (via ScriptID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 142 All Tables Call_Type_Real_Time

Image 1 from page 160

Page 161

Table 88: Indexes for Call_Type_Real_Time Table index_keys index_description index_name CallTypeID clustered, unique, primary key located on PRIMARY XPKCall_Type_Real_Time Table 89: Fields in Call_Type_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT Within the current half-hour interval, the number of calls that encountered an error when the call is at the agent desktop. AgentErrorCountHalf NULL DBINT The number of calls that encounter an error when the call is at the agent desktop since midnight. AgentErrorCountToday NULL DBINT The sum of answer wait time in seconds for all calls of this call type that were answered during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. AnswerWaitTimeHalf NULL DBINT The sum of answer wait time in seconds for all calls answered for this call type during the rolling five-minute interval. AnswerWaitTimeTo5 NULL DBINT The sum of answer wait time in seconds for all calls of this call type answered since midnight. AnswerWaitTimeToday NULL DBINT Average number of seconds spent in the CallRouter queue for calls of this type that have been removed from the queue so far during the current half-hour interval. AvgRouterDelayQHalf NULL DBINT Average number of seconds spent in the CallRouter queue for calls of this type that are currently in queue. AvgRouterDelayQNow NULL DBINT Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue during the rolling five- minute interval. AvgRouterDelayQTo5 NULL DBINT Average number of seconds spent in the CallRouter queue for calls of this type that were removed from the queue since midnight. AvgRouterDelayQToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 143 All Tables Call_Type_Real_Time

Page 162

Keys and NULL Option Data Type Description Name NULL DBINT The time spent by all calls for this call type that abandoned before being answered during the current half-hour interval. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeHalf and DelayAgentAbandTimeHalf from CallDelayAbandTimeHalf. CallDelayAbandTimeHalf NULL DBINT The time spent by all calls for this call type that abandoned before being answered within the rolling 5 minutes To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeTo5 and DelayAgentAbandTimeTo5 from CallDelayAbandTimeTo5. CallDelayAbandTimeTo5 NULL DBINT The time spent by all calls for this call type that abandoned before being answered since midnight. To determine the time that abandoned calls spend in the script before abandoning, subtract DelayQAbandTimeToday and DelayAgentAbandTimeToday from CallDelayAbandTimeToday. CallDelayAbandTimeToday NULL DBINT The number of calls answered by an agent in the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. CallsAnsweredHalf NULL DBINT The number of calls answered by an agent during the rolling five-minute interval. CallsAnsweredTo5 NULL DBINT The number of calls answered by an agent since midnight. CallsAnsweredToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 144 All Tables Call_Type_Real_Time

Page 163

Keys and NULL Option Data Type Description Name NULL DBINT The number calls that Unified CCE agents are currently working on. An agent is considered to be working on a call/task until the agent finishes the wrap-up work associated with the call/task, if any. Note This field is not applicable to ICM. CallsAtAgentNow NULL DBINT The number calls that are currently at the VRU. This includes calls that are in prompting at the VRU (non-queued calls) and those in the queue. CallsAtVRUNow NULL DBINT The total number of calls of this call type handled in the current half-hour interval. Termination_Call_Detail records generated by agent PG with a CallDispositionFlag of 1 are counted as CallHandled. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. CallsHandledHalf NULL DBINT The total number of calls of this call type handled during the rolling five-minute interval. CallsHandledTo5 NULL DBINT The total number of calls of this call type handled since midnight. CallsHandledToday NULL DBINT The total number of calls of this call type that left the CallRouter queue during the rolling five-minute interval. CallsLeftQTo5 NULL DBINT The total number of calls of this call type offered during the current half-hour interval. CallsOfferedHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 145 All Tables Call_Type_Real_Time

Page 164

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls of this call type offered during the rolling five-minute interval. CallsOfferedTo5 NULL DBINT The total number of calls of this call type offered to this call type since midnight. CallsOfferedToday NULL DBINT The number of calls that have been Redirected On No Answer in the current half-hour interval. This does not include calls rerouted using the router requery feature. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. CallsRONAHalf NULL DBINT The number of calls that have been Redirected On No Answer in this in the rolling five-minute interval. This does not include calls rerouted using the router requery feature. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. CallsRONATo5 NULL DBINT The number of calls that have been Redirected On No Answer since midnight. This does not include calls rerouted using the router requery feature. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. CallsRONAToday NULL DBINT For Cisco Unified Contact Center Express , the number of calls that run a Label node or a Divert Label node in their routing script in the current half-hour interval. For Unified ICM, the number of calls that run a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in the half-hour interval. CallsRoutedNonAgentHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 146 All Tables Call_Type_Real_Time

Page 165

Keys and NULL Option Data Type Description Name NULL DBINT For Cisco Unified Contact Center Express , the number of calls that run a Label node or a Divert Label node in their routing script in the rolling five-minute interval. For Unified ICM, the number of calls that run a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route in this five-minute interval. CallsRoutedNonAgentTo5 NULL DBINT For Cisco Unified Contact Center Express , the number of calls that run a Label node or a Divert Label node in their routing script since midnight. For Unified ICM, the number of calls that run a Label node or a Divert Label node in their routing script; or were routed to a standard ACD without using a translation route since midnight. CallsRoutedNonAgentToday NULL DBINT Number of calls of this type that have been routed since midnight. CallsRoutedToday NULL DBINT Number of calls of this type that have been routed during the current half-hour interval. CallsRoutedToHalf PK, FK NOT NULL DBINT Identifies the call type. CallTypeID NULL DBINT The total time spent by calls of this call type that abandoned calls within the current half-hour interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. CTDelayAbandTimeHalf NULL DBINT The total time spent by calls of this call type that abandoned calls within the rolling five-minute interval. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. CTDelayAbandTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 147 All Tables Call_Type_Real_Time

Page 166

Keys and NULL Option Data Type Description Name NULL DBINT The total time spent by calls of this call type that abandoned calls since midnight. This time begins when the call reaches the Router or when the call changes CallTypes and ends when the call disconnects. This time is reset if the CallType changes. CTDelayAbandTimeToday NOT NULL DBDATETIME The Central Controller date and time at the start of the interval when the row was generated. DateTime NULL DBINT For the current half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. DelayAgentAbandTimeHalf NULL DBINT For the rolling five-minute interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. DelayAgentAbandTimeTo5 NULL DBINT For the half-hour interval, the total time spent by all calls for this call type that abandoned at the agent's desktop before being answered. This time is not reset if the CallType changes. DelayAgentAbandTimeToday NULL DBINT The total time spend by all calls for this call type that abandoned while in the queue, during the current half-hour interval. This time is not reset if the CallType changes. DelayQAbandTimeHalf NULL DBINT The total time spend by all calls for this call type that abandoned while in the queue, for this rolling five-minute interval. This time is not reset if the CallType changes. DelayQAbandTimeTo5 NULL DBINT The total time spend by all calls for this call type that abandoned while in the queue, since midnight. This time is not reset if the CallType changes. DelayQAbandTimeToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 148 All Tables Call_Type_Real_Time

Page 167

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls since midnight that resulted an error condition , such as when a routing scriptfailed to find a target and there are no default routes defined. This field increments when: • Translation-routed calls are abandoned while on route to destination target. • Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf field also increments.) • Calls with misconfigured labels do not use default routing (for instance, when a default route has not been defined). ErrorCountToday NULL DBINT In the current half-hour interval, the number of calls that resulted in an error condition, such as when a routing script fails to find a target and there is no default route defined. This field increments when: • Translation-routed calls are abandoned while on route to destination target. • Calls with misconfigured labels use default routing. (In this case, the ICRDefaultRoutedToHalf field also increments.) • Calls with misconfigured labels do not use default routing (for instance, when a default route has not been defined). ErrorCountToHalf NULL DBINT The total handle time in seconds for all calls of this call type ending during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. HandleTimeHalf NULL DBINT The total handle time in seconds for all calls of this call type ending during the rolling five-minute interval. HandleTimeTo5 NULL DBINT The total handle time in seconds for all calls of this call type ending since midnight. HandleTimeToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 149 All Tables Call_Type_Real_Time

Page 168

Keys and NULL Option Data Type Description Name NULL DBINT The total hold time in seconds for calls of this call type ending during the current half-hour interval. This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. HoldTimeHalf NULL DBINT The total hold time in seconds for calls of this call type ending during the rolling five-minute interval. HoldTimeTo5 NULL DBINT The total hold time in seconds for calls of this call type ending since midnight. HoldTimeToday NULL DBINT Number of calls that were routed to the default label since midnight. ICRDefaultRoutedToday NULL DBINT Number of calls that were routed to the default label during the current half-hour interval. ICRDefaultRoutedToHalf NULL DBINT The master script currently scheduled for the call type. MasterScriptID NULL DBINT The number of calls routed with an announcement node since midnight. This node returns a label to the network that specifies the announcement to be played. NetworkAnnouncementToday NULL DBINT The number of calls routed with an announcement node during the current half-hour period. This node returns a label to the network that specifies the announcement to be played. NetworkAnnouncementToHalf NULL DBINT Number of calls that were routed to a Termination node that specifies "Use network default" since midnight. This node returns a label to the network telling it to apply its default treatment to the call. NetworkDefaultRoutedToday NULL DBINT Number of calls of this type for which the IXC used default routing during the current half-hour interval. NetworkDefaultRoutedToHalf NULL DBINT The number of calls that overflowed to another call type during the current half-hour interval. This field increments when a requalify or call type node is run in the script. OverflowOutHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 150 All Tables Call_Type_Real_Time

Page 169

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls that overflowed to another call type during the rolling five-minute interval. This field increments when a requalify or call type node is run in the script. OverflowOutTo5 NULL DBINT The number of calls that overflowed to another call type since midnight.This field increments when a requalify or call type node is run in the script. OverflowOutToday NULL DBINT Number of calls of this type that were routed to the Busy target since midnight. ReturnBusyToday NULL DBINT Number of calls of this type that were routed to the Busy target during the current half-hour interval. ReturnBusyToHalf NULL DBINT Count of calls that run a Release node in their routing script in the current half-hour interval. ReturnReleaseHalf NULL DBINT Count of calls that run a Release node in their routing script since midnight. ReturnReleaseToday NULL DBINT Number of calls of this type that were routed to the Ring target since midnight. ReturnRingToday NULL DBINT Number of calls of this type that the software routed to the Ring target during the current half-hour interval. ReturnRingToHalf NULL DBINT Number of calls of this type abandoned in the Router queue during the current half-hour interval. This field is applicable to bothUnified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. RouterCallsAbandQHalf NULL DBINT Number of calls of this type abandoned in the Router queue during the rolling five-minute interval. RouterCallsAbandQTo5 NULL DBINT Number of calls of this type abandoned in the Router queue since midnight. RouterCallsAbandQToday NULL DBINT The number of calls that abandoned at the agent desktop before being answered in the current half-hour interval. RouterCallsAbandToAgentHalf NULL DBINT The number of calls that abandoned at the agent desktop before being answered within the rolling five-minute interval. RouterCallsAbandToAgentTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 151 All Tables Call_Type_Real_Time

Page 170

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls that abandoned at the agent desktop before being answered since midnight. RouterCallsAbandToAgentToday NULL DBINT Number of calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD. RouterCallsQNow NULL DBINT Total number of seconds spent in queue for all calls of this type currently in the CallRouter queue. This metric does not show calls in queue at the local ACD. RouterCallsQNowTime NULL DBDATETIME The time that the longest currently queued call for this call type entered the CallRouter queue. This field is applicable to bothUnified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. RouterLongestCallQ NULL DBINT Number of calls of this type that left the CallRouter queue to be routed during the current half- hour interval. RouterQueueCallsHalf NULL DBINT Number of calls of this type that left the CallRouter queue to be routed during the rolling five-minute interval. RouterQueueCallsTo5 NULL DBINT Number of calls of this type that left the CallRouter queue to be routed since midnight. RouterQueueCallsToday NULL DBINT Number of seconds calls of this type spent in the CallRouter queue during the current half-hour interval. Note This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted. RouterQueueWaitTimeHalf NULL DBINT Number of seconds calls of this type spent in the CallRouter queue during the rolling five-minute interval. Note This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted. RouterQueueWaitTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 152 All Tables Call_Type_Real_Time

Page 171

Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds calls of this type spent in the CallRouter queue since midnight. Note This count includes only calls that exited the queue during the interval. Calls still in the queue at the end of the interval are not counted. RouterQueueWaitTimeToday NULL DBINT The script currently scheduled for the call type. ScriptID NULL DBINT The total number of calls to the route that were tooshort to be considered abandoned during the ShortCallsHalfhalf-hour interval. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not consideredabandoned, nor are they accounted for in any ofthe Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option. ShortCallsToHalf NULL DBINT The total number of calls to the route that were too short to be considered abandoned after mid-night. A call is determined to be a shortcall if it is abandoned before the Abandoned CallWait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. This field is applicable to Unified ICM, UnifiedCCE, and Outbound Option. ShortCallsToday NULL DBINT The total number of calls of this call type abandoned within the service level threshold during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. ServiceLevelAbandHalf NULL DBINT The number of calls of this call type abandoned within the service level during the rolling five-minute interval. ServiceLevelAbandTo5 NULL DBINT The number of calls of this call type abandoned within the service level since midnight. ServiceLevelAbandToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 153 All Tables Call_Type_Real_Time

Page 172

Keys and NULL Option Data Type Description Name NULL DBINT The total number of calls of this call type answered within the service level threshold during the half-hour interval. This field is incremented when the PG sends the answered event to the router within the service level threshold. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. ServiceLevelCallsHalf NULL DBINT The number of calls of this call type that had a service level event during the current half-hour interval. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. ServiceLevelCallsOfferedHalf NULL DBINT The number of calls of this call type that had service level events during the rolling five-minute interval. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. ServiceLevelCallsOfferedTo5 NULL DBINT The number of calls of this call type that had service level events since midnight. Calls are counted for service level purposes as soon as it is determined how the call contributes to the service level calculation. This determination is made when either the service level timer passes, the call is answered, or the caller abandons - whichever occurs first. ServiceLevelCallsOfferedToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 154 All Tables Call_Type_Real_Time

Page 173

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls of this call type that had been in queue longer than the service level threshold since midnight. ServiceLevelCallsQHeld NULL DBINT The total number of calls of the call type handled within the service level during the rolling five-minute interval. ServiceLevelCallsTo5 NULL DBINT The total number of calls of the call type handled within the service level since midnight. ServiceLevelCallsToday NULL DBINT Calls that ended in Error state within SL threshold within the current half-hour interval. ServiceLevelErrorHalf NULL DBINT Calls that ended in Error state within SL threshold since midnight. ServiceLevelErrorToday NULL DBFLT4 The service level for this call type during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCE with the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. ServiceLevelHalf NULL DBFLT4 The service level for this call type during the rolling five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsOfferedTo5. ServiceLevelTo5 NULL DBFLT4 The service level for this call type since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday. ServiceLevelToday NULL DBINT Calls that redirected on no answer within SL threshold within the current half-hour interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONAHalf NULL DBINT Calls that redirected on no answer within SL threshold within the rolling five-minute interval. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONATo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 155 All Tables Call_Type_Real_Time

Page 174

Keys and NULL Option Data Type Description Name NULL DBINT Calls that redirected on no answer within SL threshold sicne midnight. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONAToday NULL DBINT The total talk time in seconds for calls of this call type ending during the current half-hour interval. This field is applicable to both Unified ICM and Unified CCEwith the following exception: the field is not incremented if the call is answered by an agent on a standard ACD unless the call was translation routed. TalkTimeHalf NULL DBINT The total talk time in seconds for calls of this call type ending during the rolling five-minute interval. TalkTimeTo5 NULL DBINT A total of talk time in seconds for calls of this call type ending since midnight. TalkTimeToday NULL DBINT The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the current half-hour interval. TotalCallsAbandHalf NULL DBINT The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop in the rolling five-minute interval. TotalCallsAbandTo5 NULL DBINT The total number of queued calls, non-queued calls, and calls that abandoned at the agent desktop since midnight. TotalCallsAbandToday Campaign This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It contains a description of all the configured campaigns that an Outbound Option implementation may use. There is a single row for every configured Outbound campaign. Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign table records. If Outbound Option was not selected during setup, this table contains no data. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 156 All Tables Campaign

Image 1 from page 174

Page 175

Related Tables Campaign_Skill_Group, on page 184 (via CampaignID) Campaign_Target_Sequence, on page 186 (via CampaignID) Campaign_Query_Rule, on page 166 (via CampaignID) Campaign_Half_Hour, on page 165 (via CampaignID) Campaign_Query_Rule_Half_Hour, on page 169 Campaign_Query_Rule_Real_Time, on page 175 (via CampaignID) Dialer_Detail, on page 225 (via CampaignID) Dialer_Port_Real_Time, on page 238 (via CampaignID) Dialer_Skill_Group_Real_Time, on page 247 (via CampaignID) Table 90: Indexes for Campaign Table index_keys index_description index_name CampaignName nonclustered, unique, unique key located on PRIMARY XAK1Campaign CampaignID clustered, unique primary key located on PRIMARY XPKCampaign Table 91: Fields in Campaign Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Indicates which of the following AMD modes are enabled for agent campaigns: 1. Abandon Call. 2. Transfer to Agent. 3. Transfer to IVR Route Point. 4. IVR Mode Abandon call. 5. IVR Mode Transfer to IVR Route Point. AMDTreatmentMode NOT NULL DBCHAR Identifies whether this campaign was created using the Outbound API: • Y = campaign created using the API. • N = campaign created using the Outbound Option Campaign tool in the ICM Configuration Manager. APIGenerated Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 157 All Tables Campaign

Page 176

Keys and NULL Option Data Type Description Name NULL DBINT The number of minutes to wait before calling back a customer who abandoned the call. AbandonCustomerCallback NOT NULL DBCHAR Indicates whether the predictive algorithm must use AbandonPercent: • Y = Use abandon percent algorithm. • N = Do not take abandoned calls into consideration while calculating the predictive algorithm. AbandonEnabled NOT NULL DBFLT8 Used in the predictive algorithm to identify the upper limit of abandon percentage allowed. AbandonPercent NULL DBINT The number of minutes to wait before calling back a customer who was abandoned by the dialer. AbandonedDialerCallback NOT NULL DBCHAR Valid options are: • Y = Answering machine detection is enabled. • N = Answering machine detection is disabled. AnswerDetectEnabled NULL DBINT The number of minutes to wait before calling back a previously dialed number that was answered by an answering machine. AnsweringMachineCallback NOT NULL DBINT The number of minutes to wait before attempting a callback to a number that was busy. BusyCallback NOT NULL DBCHAR Valid options are: • Y = A busy number must be retried. • N = The next number in the list must be tried. BusyRetryEnabled NULL DBINT Number of milliseconds dialer will spend analyzing. Advanced configuration item. CPAAnalysisPeriod NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Maximum milliseconds the dialer analyzes an answering machine voice message looking for a termination tone. Advanced configuration item. CPAMaxTermToneAnalysis NOT NULL DBINT Max time allowed for analysis in milliseconds before identifying a problem analysis as dead air/ low volume. Default: 3000. CPAMaxTimeAnalysis Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 158 All Tables Campaign

Page 177

Keys and NULL Option Data Type Description Name NOT NULL DBINT Minimum silence period required to classify a call as voice detected. Default: 375. CPAMinSilencePeriod NOT NULL DBINT Minimum number of milliseconds of voice required to qualify a call as voice detected. Default: 112. CPAMinimumValidSpeech NOT NULL DBSMALLINT Maximum amount of time, in minutes, after a scheduled callback before giving up the callback attempt. CallbackTimeLimit PK NOT NULL DBINT A unique identifier for this campaign. This is the primary key for this table. This field is applicable to Outbound Option only. CampaignID AK-1 NOT NULL VNAME32 A customer-entered name for this campaign. CampaignName NOT NULL DBINT Value can be set to: • 1—Agent Campaign. • 2—Xfer to IVR Campaign. CampaignPurposeType NOT NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Identifies behavior dialer takes for canceling ringing calls. Default is 0, which means do not cancel ringing calls. CancelRinging NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of minutes to wait to retry a cancelled call. CancelledCallRetryTime NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBCHAR (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether abandoned calls sent to IVR must be considered closed or not. CloseAbandonedToIVR NULL Varchar(255) Additional configuration parameters. ConfigParam NULL DBINT The number of minutes to wait before calling a customer back when the call was answered by the wrong person. CustomerNotHomeCallback NULL DBINT Starting daily saving time. Default: 1 DSTLocation Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 159 All Tables Campaign

Page 178

Keys and NULL Option Data Type Description Name NULL DBDATETIME Records the date and time when a record is added or updated. DateTimeStamp NOT NULL DBCHAR Valid options are: • Y = Yes • N = No Deleted NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID NULL DESCRIPTION A description of the campaign. Description NOT NULL DBCHAR Y = Disable IP Call Progress Analysis. (as in Release 5.0). N = IP Call Progress Analysis enabled. Default = N DisableCPA NULL VARCHAR Display Name NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y= Voice detection must be done at the beginning of the initial greeting sound. • N= Enables a faster but less accurate voice/answering machine detection. EdgeDetectEnabled NOT NULL DBCHAR Indicates the dialer stops media streams for connected outbound calls in this campaign. Default is 'N' (disabled). EnableMediaTermination NOT NULL DBCHAR Indicates whether the debug setting for Recording wave files must be enabled for connected outbound calls in this campaign. (Default 'N'). Will get information from BA Options Table if not configured here. Default is 'N' (disabled). EnableRecordWaveFile NOT NULL DBCHAR Indicates whether a campaign is currently active (Y) or not (N). Enabled NULL DBDATETIME Scheduled end of the campaign. Date to stop campaign based on date. EndDate Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 160 All Tables Campaign

Page 179

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Valid options are: • Y = Allow resetting the records that have reached the maximum number of attempt. • N = Do not allow the resetting of these records. ExhaustedCallsEnabled NULL DBFLT8 Reserved for future use FutureUseFloat1 NULL DBFLT8 Reserved for future use FutureUseFloat2 NULL DBFLT8 Reserved for future use FutureUseFloat3 NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 NOT NULL DBCHAR Valid options are: • Y= Allow dialing to home numbers. • N = Do not allow dialing to home numbers. HomeEnabled NOT NULL DBINT Home phone numbers will not be dialed later than HomeEndHours:HomeEndMinutes. Hours are in 24-hour format. HomeEndHours NOT NULL DBINT Home phone numbers will not be dialed later than HomeEndHours:HomeEndMinutes. HomeEndMinutes NOT NULL DBINT Home phone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes. Hours are in 24-hour format. HomeStartHours NOT NULL DBINT Home phone numbers will be dialed no earlier than HomeStartHours:HomeStartMinutes. HomeStartMinutes NOT NULL DBCHAR Boolean to indicate that AMD is enabled on IP Dialers. A Y indicates enabled, an N is disabled. IPAMDEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 161 All Tables Campaign

Page 180

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Boolean to indicate that Terminating Tone Detection is enabled on IP Dialers. Can be used for Transfer to IVR campaigns and Agent campaigns. A Y indicates enabled, an N indicates disabled. The default value is N. IPTerminatingBeepDetect NOT NULL DBCHAR Indicates whether the Unified ICM must leave automated messages on answering machines: • Y = Yes, leave automated messages on answering machines. • N = No, do not leave automated messages on answering machines. LeaveMessageEnabled NOT NULL DBFLT8 The fixed number of lines to use per agent. This number need not be an integer. LinesPerAgent NOT NULL DBINT The maximum number of attempts permitted per contact within the current campaign. MaxAttempts NOT NULL DBSMALLINT The maximum number of times to retry a busy number before trying the next number in the list. MaxBusyAttempts NOT NULL DBFLT8 The maximum number of lines dialed per agent. This number need not be an integer. MaximumLineAgent NOT NULL DBSMALLINT The number of seconds that a customer conversation must last before a call is considered complete. If the minimum call duration is not reached, the call will be classified as busy and retried. MinimumCallDuration NOT NULL DBINT The number of minutes to wait before attempting a callback to a number that was not answered. NoAnswerCallback NOT NULL DBINT The number of rings before considering a call as not answered. NoAnswerRingLimit NOT NULL DBCHAR Valid options are: • Y = Personalized callback is enabled. • N = Personalized callback is not enabled. PersonalizedCallbackEnabled NULL DBINT A correction is applied to the Lines per Agent when the attempted calls exceed "PredictiveConnectionPace" calls. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. PredictiveCorrectionPace Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 162 All Tables Campaign

Page 181

Keys and NULL Option Data Type Description Name NULL DBFLT8 The PredictiveGain term controls the overall rate of corrective adjustment for the Lines per Agent. This is the multiplier for the Proportional corrective term in the algorithm. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. PredictiveGain NULL DBFLT8 (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The Historic Gain term calculates an extra correction based on the last 5 measurement sets. As a default, it must be set to half the PredictiveGain. It attempts to correct for systematic undershooting or overshooting over several correction cycles. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. PredictiveHistoricGain NULL DBFLT8 (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Multiplier for the Proportional term when the measured Abandoned Call Rate is less than the target rate. This compensates for the fact that the upside difference between the target and measured Abandoned Call Rate can be much larger than the downside difference. If Null, the Dialer value takes precedence. Otherwise, this value takes precedence. The default is NULL. PredictiveLowAbandonGain Null Varchar(15) Digits that must be prefixed to each customer number dialed from this campaign. This feature is used to create a unique prefix that can be used by Cisco Communication Manager's Translation Pattern function to change the ANI that customers see. PrefixDigits NOT NULL DBCHAR Valid options are: • Y = Voice/answering machine detection must be done quickly rather than accurately. • N = Voice/answering must be done accurately, but not as quickly as with the quick detect feature. QuickDetectEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 163 All Tables Campaign

Page 182

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Valid options are: • Y = A personalized callback must be sent to another agent if the original agent is not available. • N = A personalized callback must not be sent to another agent. ReleaseCallbackEnabled NOT NULL DBSMALLINT Valid options include: • 1 = If a callback must be rescheduled for the same time period the next day. • 2 = If the callback will be rescheduled for the next valid dialing period. • 3 = If the callback will be abandoned (not attempted again). RescheduleCallbackMode NOT NULL DBSMALLINT The number of customer close record requests to queue before calling a stored procedure for third-party processing. SPClosedRecordCount NOT NULL DBCHAR Valid options are: • Y = Indicates that a stored procedure must be called after a customer record has been closed. This stored procedure resides in the Outbound Option private database. • N = This stored procedure must not be called. SPClosedRecordEnabled NULL DBDATETIME Scheduled start of the campaign. Date to start campaign based on date. StartDate NOT NULL DBCHAR Boolean to indicate that customer GMT must be obtained from the Region Prefix table. Replaces the ImportAreaProcDisable registry setting. The default is N. UseGMTFromRegionPrefix NOT NULL DBCHAR Y= When a busy number has been reached wait until the busy retry timeout and call the busy number again instead of calling the next phone number in the customers list. Note: if the Busy retry interval is greater than 5 minutes the system will not wait. N = Do not wait to retry a busy number, try the next number in the list. Default = N WaitForBusyRetry Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 164 All Tables Campaign

Page 183

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Valid options are: • Y = Allow dialing to work numbers. • N = Do not allow dialing to work numbers. WorkEnabled NOT NULL DBINT Work phone numbers will not be dialed later than WorkEndHours:WorkEndMinutes. Hours are in 24-hour format. WorkEndHours NOT NULL DBINT Work phone numbers will not be dialed later than WorkEndHours:WorkEndMinutes. WorkEndMinutes NOT NULL DBINT Work phone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes. Hours are in 24-hour format. WorkStartHours NOT NULL DBINT Work phone numbers will be dialed no earlier than WorkStartHours:WorkStartMinutes. WorkStartMinutes NULL varchar (128) Displays the campaign time zone TZDisplayName Campaign_Half_Hour THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Note This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 616). For information about database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It gets populated on central and HDS databases and provides historical reporting for campaign attributes. Related Tables Campaign, on page 156 (via CampaignID) Table 92: Indexes for Campaign_Half_Hour Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Campaign_Half_Hour DbDateTime Nonclustered located on PRIMARY XIE1Campaign_Half_Hour CampaignID, DateTime, TimeZone Clustered, unique primary key located on PRIMARY XPKCampaign_Half_Hour Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 165 All Tables Campaign_Half_Hour

Image 1 from page 183

Page 184

Table 93: Fields in Campaign_Half_Hour Table Keys and NULL Option Data Type Description Name AK1NULL DBINT Indicates how long in seconds the campaign has been configured to be active during the current half hour. ActiveTimeToHalf PK, FK NOT NULL DBINT The unique identifier of the Campaign. CampaignID PK NOT NULL DBSMALLDATE The central controller date and time at the beginning of the interval. DateTime IE1-Indexed NULL DBDATETIME The current date and time stamp when the records are written to the database. DbDateTime NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NOT NULL DBFLT8 Unique record identifier. RecoveryKey PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Campaign_Query_Rule This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It contains a set of associations between query rules and campaigns. If Outbound Option was not selected during setup, this table will contain no data. Note Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign_Query_Rule records. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 166 All Tables Campaign_Query_Rule

Image 1 from page 184

Page 185

Related Tables Campaign, on page 156 (via CampaignID) Query_Rule, on page 362 (via QueryRuleID) Table 94: Indexes for Campaign_Query_Rule Table index_keys index_description index_name CampaignID, QueryRuleID clustered, unique, primary key located on PRIMARY XPKCampaign_Query_Rule Table 95: Fields in Campaign_Query_Rule Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The campaign to which this query rule belongs. This field is a foreign key from the Campaign table. This field is applicable to Outbound Option only. CampaignID NOT NULL DBINT The amount of time (in minutes) to use the current query rule before going on to the next. Duration NOT NULL DBCHAR Indicates whether or not to use duration rate to move between query rules within this campaign: • Y = Use duration (time spent within a query rule) • N = Do not use duration DurationEnabled NOT NULL DBINT The contact will not be dialed past the EndHours:EndMinutes. Hours are in 24-hour format and are based on the Unified ICM Central Controller time. EndHours NOT NULL DBINT The contact will not be dialed past the EndHours:EndMinutes. Time is based on the Unified ICM Central Controller time. EndMinutes NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 167 All Tables Campaign_Query_Rule

Page 186

Keys and NULL Option Data Type Description Name NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 NOT NULL DBINT The percentage of hits (completed/attempted) per campaign considered as a threshold by the predictive algorithm. The percentage value is a whole number between 0 and 100. HitRate NOT NULL DBCHAR Indicates whether or not to use hit rate to move between query rules within this campaign: • Y = Use hit rate • N = Do not use hit rate HitRateEnabled NOT NULL DBINT The order in which the query rules are to be used. ListOrder NOT NULL DBINT The percentage of this query rule to be attempted before shifting to the next query rule within the current campaign. The percentage value is a whole number between 0 and 100. Penetration NOT NULL DBCHAR Indicates whether or not to use penetration rate to move between query rules within this campaign: • Y = Use penetration rate • N = Do not use penetration rate PenetrationEnabled NOT NULL DBCHAR Indicates whether the query rule is enabled or disabled within this campaign: • Y = Enabled • N = Disabled QueryRuleEnabled PK, FK NOT NULL DBINT The query rule belonging to the campaign identified by the CampaignID. This field is a foreign key from the Query Rule table. This field is applicable to Outbound Option only. QueryRuleID NOT NULL DBINT TThe contact will not be dialed earlier than the StartHours:StartMinutes. Hours are in 24-hour format and are based on the Unified ICM Central Controller time. StartHours Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 168 All Tables Campaign_Query_Rule

Page 187

Keys and NULL Option Data Type Description Name NOT NULL DBINT TThe contact will not be dialed earlier than the StartHours:StartMinutes. Time is based on the Unified ICM Central Controller time. StartMinutes Campaign_Query_Rule_Half_Hour This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It gets populated on central and HDS databases. Each row in this table provides half-hour statistics on a particular Campaign-Query Rule combination. The statistics reflect counters that are used in the Outbound Option predictive dialing algorithm. Related Tables Campaign, on page 156 (via CampaignID) Query_Rule, on page 362 (via QueryRuleID) Table 96: Indexes for Campaign_Query_Rule_Half_Hour Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Campaign_Query_Rule_Half_Hour DbDateTime Nonclustered located on PRIMARY XIE1Campaign_Query_Rule_Half_Hour DateTime, CampaignID, QueryRuleID, TimeZone Clustered, unique, primary key located on PRIMARY XPKCampaign_Query_Rule_Half_Hour The Campaign_Query_Rule_Interval Table populates with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the peripheral gateway. However, the Campaign_Query_Rule_Half_Hour Table does not populate this data. Note Table 97: Fields in Campaign_Query_Rule_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls in a half-hour period where the dialer abandoned a customer call. AbandonDetectToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 169 All Tables Campaign_Query_Rule_Half_Hour

Image 1 from page 187

Page 188

Keys and NULL Option Data Type Description Name NULL DBINT The abandoned number of calls in a half-hour period. However, instead of disconnecting on a customer, the call was transferred to an IVR which played a message to the customer. AbandonToIVRToHalf NULL DBINT The number of preview/callback calls in a half-hour period that the agent closes (these customers will not be dialed). AgentClosedDetectToHalf NULL DBINT The number of preview/callback calls in a half-hour period that the agent rejects. AgentRejectedDetectToHalf NULL DBINT The number of calls in a half-hour period that detected an answering machine. AnsweringMachineDetectToHalf NULL DBINT The number of calls in a half-hour period that detected busy signal. BusyDetectToHalf NULL DBINT The total number of records scheduled for a callback. CallbackCountToHalf PK, FK NOT NULL DBINT The campaign to which this query rule belongs. This field is applicable to Outbound Option only. CampaignID NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates the number of times an active query rule was used to retrieve numbers but failed to find any valid ones for this timeframe in its dialing list. CampaignOutOfNumbersToHalf NULL DBINT The number of calls in a half-hour period where the dialer cancelled a ringing customer call. CancelledDetectToHalf NULL DBINT The number of attested calls within a half-hour period. ContactsAttemptedToHalf NULL DBINT The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. CustomerAbandonDetectToHalf NULL DBINT The number of calls that were answered by the wrong party; the customer was not home. CustomerNotHomeCountToHalf PK NOT NULL DBSMALLDATE The Unified ICM Central Controller date and time at the start of the interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 170 All Tables Campaign_Query_Rule_Half_Hour

Page 189

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls in a half-hour period that detected a FAX machine. FaxDetectToHalf NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. LowNoiseVolumeToHalf NULL DBINT The number of calls in a half-hour period that detected a network answering machine. Network answering machine can be network-based IVR, or network-based answering service. NetworkAnsMachineDetectToHalf NULL DBINT The number of calls in a half-hour period that were not answered. NoAnswerDetectToHalf NULL DBINT The number of calls in a half-hour period that did not receive a dial tone. NoDialToneDetectToHalf NULL DBINT The number of calls in the current half hour period that: • Did not receive ringback tone. • Were disconnected by the carrier or the network while ringing. • Were flagged with a data error or a no-value call. NoRingBackDetectToHalf NULL DBINT The number of calls where the customer requested a personal callback. PersonalCallbackCountToHalf NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how long the campaign was active during this half hour. QueryRuleActiveTimeToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 171 All Tables Campaign_Query_Rule_Half_Hour

Page 190

Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The query rule belonging to the campaign identified by the CampaignID. This field is applicable to Outbound Option only. QueryRuleID AK-1 NOT NULL DBFLT8 Unique identity that is assigned to each record and used internally by Unified CC Enterprise to track the record. RecoveryKey NULL DBINT The number of calls in a half-hour period that detected a network SIT tone. SITToneDetectToHalf NULL DBINT The total number of seconds agents spent talking on the phone during the last half-hour. TalkTimeToHalf PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT The total number of calls ending in an agent answering the call during the last half-hour. Outbound Option: The number of calls in a half-hour period that detected a live person. VoiceDetectToHalf NULL DBINT The total number of seconds agents spent in wrap-up mode during the last half-hour. WrapupTimeToHalf NULL DBINT The number of calls where the customer's phone number was incorrect (the customer does not live there). WrongNumberCountToHalf Campaign_Query_Rule_Interval This section describes the Campaign Query Rule Interval table. Table 98: Fields in Campaign_Query_Rule_Interval Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls in a reporting interval period where the dialer abandoned a customer call. AbandonDetect Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 172 All Tables Campaign_Query_Rule_Interval

Page 191

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls in a reporting interval period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer. AbandonToIVR NULL DBINT The number of preview/callback calls in a reporting interval period that the agent closed. (These customers are not dialed.) AgentClosedDetect NULL DBINT The number of preview/callback calls in a reporting interval period that the agent rejected. AgentRejectedDetect NULL DBINT The number of calls in a reporting interval period that detected an answering machine. AnsweringMachineDetect NULL DBINT The number of calls in a reporting interval period that detected a busy signal. BusyDetect NULL DBINT The total number of records scheduled for a callback. CallbackCount PK2, NOT NULL DBINT The campaign to which this query rule belongs. CampaignID NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how much time an active query rule was asked to retrieve numbers but could not find any valid ones for this timeframe in its dialing list. CampaignOutOfNumbers NULL DBINT The number of calls in a reporting interval period where the dialer cancelled a ringing customer call. CancelledDetect NULL DBINT The number of attempted calls within the reporting interval. ContactsAttempted NULL DBINT The number of calls in a reporting interval period that the customer abandoned after they picked up the phone. CustomerAbandonDetect NULL DBINT The number of calls that wrong parties answered; the customer was not home. CustomerNotHomeCount PK1, NOT NULL DBSMALLDATE The Unified ICM Central Controller date and time at the start of the interval. DateTime IE1, NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 173 All Tables Campaign_Query_Rule_Interval

Page 192

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls in a reporting interval period that detected a FAX machine. FaxDetect NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. LowNoiseVolume NULL DBINT The number of calls in a reporting interval period that detected a network answering machine. A network answering machine can be a network-based IVR, or a network-based answering service. NetworkAnsMachineDetect NULL DBINT The number of calls in a reporting interval period that were not answered. NoAnswerDetect NULL DBINT The number of calls in a reporting interval period that did not receive a dial tone. NoDialToneDetect NULL DBINT The number of calls in the current reporting interval period that did not receive a ringback tone, that the carrier or network did not disconnect while ringing, or that were flagged with a data error or a no-value call. NoRingBackDetect NULL DBINT The number of calls where the customer requested a personal callback. PersonalCallbackCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates how long the campaign was active during this reporting interval. QueryRuleActiveTime PK3, NOT NULL DBINT The query rule belonging to the campaign identified by the CampaignID. QueryRuleID AK1, NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 174 All Tables Campaign_Query_Rule_Interval

Page 193

Keys and NULL Option Data Type Description Name IE2, NULL DBINT The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. ReportingHalfHour IE3, NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The only valid value is 30 (default). ReportingInterval NULL DBINT The number of calls in a reporting interval period that detected a network SIT tone. SITToneDetect NULL DBINT The total number of seconds agents spent talking on the phone during the last reporting interval. TalkTime PK4, NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT The total number of calls ending in an agent answering the call during the last reporting interval. VoiceDetect NULL DBINT The total number of seconds agents spent in wrap-up mode during the last reporting interval. WrapupTime NULL DBINT The number of calls where the customer's phone number was incorrect. (The customer did not live there.) WrongNumberCount Campaign_Query_Rule_Real_Time This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Local database only. Each row provides real-time statistics on a particular Campaign-Query Rule combination. The statistics reflect counters used in the Outbound Option predictive dialing algorithm. The data in this table is reset nightly. Exception: The following cumulative fields are not reset nightly: • Closed Count • TotalCount • TotalVoiceCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 175 All Tables Campaign_Query_Rule_Real_Time

Page 194

Related Tables Campaign, on page 156 (via CampaignID) Query_Rule, on page 362 (via QueryRuleID) Table 99: Indexes for Campaign_Query_Rule_Real_Time Table index_keys index_description index_name CampaignID, QueryRuleID clustered, unique, primary key located on PRIMARY XPKCampaign_Query_Rule_Real_Time Table 100: Fields in Campaign_Query_Rule_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls abandoned by the dialer. AbandonDetectCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the dialer abandoned a customer call. AbandonDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the dialer abandoned a customer call. AbandonDetectToHalf NULL DBINT The number of calls that detected an answering machine. AbandonToIVRCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that had to be abandoned. However, instead of disconnecting on a customer, the call was transferred to an IVR which played a message to the customer. AbandonToIVRTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that had to be abandoned. However, instead of disconnecting on a customer, the call was transferred to an IVR which played a message to the customer. AbandonToIVRToHalf NULL DBINT The number of preview/callback calls that were closed by the agent (these customers will not be dialed). AgentClosedCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 176 All Tables Campaign_Query_Rule_Real_Time

Page 195

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a five minute period that were closeded by the agent (these customers will not be dialed). AgentClosedDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a half-hour period that were closeded by the agent (these customers will not be dialed). AgentClosedDetectToHalf NULL DBINT The number of preview/callback calls that were rejected by the agent. AgentRejectedCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a five minute period that were rejected by the agent. AgentRejectedDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of preview/callback calls in a half-hour period that were rejected by the agent. AgentRejectedDetectToHalf NULL DBINT The number of calls that were abandoned by the dialer. However, instead of disconnecting on the customer, the call was transferred to an IVR which played a message to the customer. AnsweringMachineCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected an answering machine. AnsweringMachineDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected an answering machine. AnsweringMachineDetectToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 177 All Tables Campaign_Query_Rule_Real_Time

Page 196

Keys and NULL Option Data Type Description Name NULL DBINT The number of attempted calls so far today. (CallBackCount + VoiceCount + BusyCount + NoAnswerDetectCount + NoRingBackDetectCount

NoDialToneDetectCount + FaxDetectCount + NetworkAnsMachineDetectCount + AnsweringMachineCount + SITToneDetectCount
CancelledDetectCount + WrongNumberCount + CustomerNotHomeCount + PersonalCallbackCount
AbandonDetectCount + AbandonToIVRCount + CustomerAbandonDetectCount) AttemptedCount NULL DBINT The number of calls that detected a busy signal. BusyCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a busy signal. BusyDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a busy signal. BusyDetectToHalf NULL DBINT The total number of records scheduled for a callback today. CallBackCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of records scheduled for a callback in a five minute period. CallbackCountTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of records scheduled for a callback in a half-hour period. CallbackCountToHalf PK, FK NOT NULL DBINT The campaign to which this query rule belongs. This field is applicable to Outbound Option only. CampaignID NULL DBINT The number of calls where the dialer cancelled a ringing customer call. CancelledDetectCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the dialer cancelled a ringing customer call. CancelledDetectTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 178 All Tables Campaign_Query_Rule_Real_Time

Page 197

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the dialer cancelled a ringing customer call. CancelledDetectToHalf NULL DBINT Records customer calls closed for any reason other than reaching a live customer since the last overwrite import. ClosedCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a five minute period. ContactsAttemptedTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a half-hour period. ContactsAttemptedToHalf NULL DBINT The number of calls where the customer disconnected immediately after picking up the telephone. CustomerAbandonDetectCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were abandoned by the customer after they picked up the telephone. CustomerAbandonDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. CustomerAbandonDetectToHalf NULL DBINT The number of calls that were answered by the wrong party because the customer was not home. CustomerNotHomeCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were answered by the wrong party because the customer was not home. CustomerNotHomeCountTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were answered by the wrong party because the customer was not home. CustomerNotHomeCountToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 179 All Tables Campaign_Query_Rule_Real_Time

Page 198

Keys and NULL Option Data Type Description Name NOT NULL DBDATETIME The Unified ICM Central Controller date and time when this data was last updated. DateTime NULL DBINT The number of calls that detected a FAX. FaxDetectCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a FAX machine. FaxDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a FAX machine. FaxDetectToHalf NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a one day period where the voice energy was not significant enough to count. LowNoiseVolumeToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a five minute period where the voice energy was not significant enough to count. LowNoiseVolumeTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls in a half-hour period where the voice energy was not significant enough to count. LowNoiseVolumeToHalf NULL DBINT The number of calls that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. NetworkAnsMachineCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. NetworkAnsMachineDetectTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 180 All Tables Campaign_Query_Rule_Real_Time

Page 199

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. NetworkAnsMachineDetectToHalf NULL DBINT The number of calls that were not answered. NoAnswerDetectCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that were not answered. NoAnswerDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that were not answered. NoAnswerDetectToHalf NULL DBINT The number of calls that did not detect a dial tone. NoDialToneDetectCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that did not receive a dial tone. NoDialToneDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that did not receive a dial tone. NoDialToneDetectToHalf NULL DBINT The number of calls in the current half hour period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call. NoRingBackDetectCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that did not receive a ring back tone. NoRingBackDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that did not receive a ring back tone. NoRingBackDetectToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 181 All Tables Campaign_Query_Rule_Real_Time

Page 200

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of pending records which are eligible for dialing now in zone 1. PendingRecordsZone1 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of pending records which are eligible for dialing now in zone 2. PendingRecordsZone2 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of campaign records that are pending retry in Zone 1 that are dialable now. This is significant since retries get higher priority and can reduce hit rate and agent efficiency. PendingRetryRecordsZone1 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of campaign records that are pending retry in Zone 2 that are dialable now. This is significant since retries get higher priority and can reduce hit rate and agent efficiency. PendingRetryRecordsZone2 NULL DBINT The number of calls where the customer requested a personal call-back. PersonalCallbackCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the customer requested a personal callback. PersonalCallbackCountTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the customer requested a personal callback. PersonalCallbackCountToHalf NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Indicates whether the current campaign is active or not. QueryRuleActive PK, FK NOT NULL DBINT The query rule belonging to the campaign identified by the CampaignID. This field is applicable to Outbound Option only. QueryRuleID NULL DBINT The number of calls that detected a Special Information Tone (SIT). SITToneDetectCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 182 All Tables Campaign_Query_Rule_Real_Time

Page 201

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period that detected a network SIT tone. SITToneDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network SIT tone. SITToneDetectToHalf NULL DBINT The total number of seconds agents spent talking on the telephone since midnight. TalkTimeCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of seconds agents spent talking on the phone during the last half-hour. TalkTimeToHalf NULL DBINT The total number of records available for the current campaign query rule since the last overwrite import. TotalCount NULL DBINT The number of live customers that have been reached since the last overwrite import. TotalVoiceCount NULL DBINT The number of calls for the day that ended in successful customer contact. Outbound Option: The number of calls that detected a live person. VoiceCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of calls ending in an agent answering the call during the last five minutes. Outbound Option: The number of calls in a five minute period that detected a live person. VoiceDetectTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.)The total number of calls ending in an agent answering the call during the last half-hour. Outbound Option: The number of calls in a half-hour period that detected a live person. VoiceDetectToHalf NULL DBINT The number of seconds agents spent in wrap-up mode since midnight. WrapupTimeCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 183 All Tables Campaign_Query_Rule_Real_Time

Page 202

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of seconds agents spent in wrap-up mode during the last half-hour. WrapupTimeToHalf NULL DBINT The number of calls where the customer phone number was incorrect (the customer did not live there). WrongNumberCount NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a five minute period where the customer's phone number was incorrect (the customer did not live there). WrongNumberCountTo5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period where the customer's phone number was incorrect (the customer did not live there). WrongNumberCountToHalf Campaign_Skill_Group This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It contains the associations between campaigns and skill groups within the software. If Outbound Option was not selected during setup, this table will contain no data. Note Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Campaign_Skill_Group records. Related Tables Campaign, on page 156 (via CampaignID) Skill_Group, on page 493 (SkillGroupID maps to Skill_Group.SkillTargetID) Table 101: Indexes for Campaign_Skill_Group Table index_keys index_description index_name CampaignID, SkillTargetID clustered, unique, primary key located on PRIMARY XPKTarget_Group Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 184 All Tables Campaign_Skill_Group

Image 1 from page 202

Page 203

Table 102: Fields in Campaign_Skill_Group Table Keys and NULL Option Data Type Description Name NULL varchar(50) Abandoned Contacts are transferred to this route point, which points to an IVR. AbandonedRoutePoint NULL DBINT This variable controls whether the dialer will use CTI Server to answer the reservation call and the transfer call sent to the agent or allow the agent's phone to answer the call on its own. Possible values: 1: Auto answer on; 2: Auto-answer off AutoAnswerReservationCall PK, FK NOT NULL DBINT The campaign to which this target group belongs. Foreign key from the Campaign table. This field is applicable to Outbound Option only. CampaignID NULL varchar(255) Additional configuration parameters. ConfigParam NULL VNAME32 For Unified CCE, indicates the DN that should be used when sending a new call request via the MR PIM. This DN will be used to run a routing script where an agent should be reserved from the same skill that has been assigned to the campaign. Note that each skill group should have a unique DN associated with it. DialedNumber NULL DBSMALLINT Dialing mode for this campaign: • 0 = eOutboundModeInbound • 1 = eOutboundModePredictiveOnly • 3 = eOutboundModePreviewOnly • 5 = eOutboundModeProgressiveOnly • 7 = eOutboundModePreviewDirectOnly DialingMode NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 185 All Tables Campaign_Skill_Group

Page 204

Keys and NULL Option Data Type Description Name NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 NOT NULL DBINT Number of ports supported by the IVR for the current skill group (3 digits). IVRPorts NULL varchar(50) Contacts are transferred to this route point, which points to an IVR. IVRRoutePoint NOT NULL DBINT The number of agents per skill group to ignore during predictive dialer calculations. OverflowAgents NOT NULL DBINT The number of records that should be cached by the dialer for a specific campaign-skill group combination. RecordsToCache NULL DBINT The percentage of agents to reserve within this skill group. The variable is only relevant in preview mode. For all other modes, 100 percent of agents are reserved. ReservationPercentage PK, FK NOT NULL DBINT A unique key indicating the skill group with which this target group is associated. Foreign key to the Skill Group table. SkillTargetID Campaign_Target_Sequence This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It contains the target type (home or work) and the sequence with which numbers are dialed within a campaign. If Outbound Option was not selected during setup, this table will contain no data. Note Related Tables Campaign, on page 156 (via CampaignID) Dialer_Detail, on page 225 (via Phone Index) Table 103: Indexes for Campaign_Target_Sequence Table index_keys index_description index_name CampaignID, SequenceNumber clustered, unique, primary key located on PRIMARY XPKCampaign_Target_Sequence Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 186 All Tables Campaign_Target_Sequence

Image 1 from page 204

Page 205

Table 104: Fields in Campaign_Target_Sequence Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The campaign to which this target sequence belongs. Foreign key from the Campaign table. This field is applicable to Outbound Option only. CampaignID NULL varchar(255) Additional configuration parameters. ConfigParam NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 NOT NULL DBINT Indicates the phone number that should be used within the zone. This value can range from 0 through 9. An index value of 0 represents the Phone1 in the configuration tool. PhoneIndex PK NOT NULL DBINT Part of the primary key. Indicates the sequence of the number to dial within a campaign. SequenceNumber NOT NULL DBINT Indicates the zone to which the configured phone number belongs: 0 = Zone 1 1 = Zone 2 ZoneIndex Cfg_Mngr_App_Snapshot_State This table is part of the User Preferences group (see User Preferences, on page 650). To see database rules for this table, see User Preferences Tables, on page 704. This table defines a specific state of the Unified ICM Configuration Manager user interface that a user has saved. Information from this table is used to reconstruct the state of the Unified ICM Configuration Manager when the Administration & Data Server is restarted. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 187 All Tables Cfg_Mngr_App_Snapshot_State

Page 206

Related Table Cfg_Mngr_User_Desktop_Snap, on page 189 (via DesktopSnapShotID) Table 105: Indexes for Cfg_Mngr_App_Snapshot_State Table index_keys index_description index_name DesktopSnapShotID, ApplicationID clustered, unique, primary key located on PRIMARY XPKCfg_Mngr_App_Snapshot_State Table 106: Fields in Cfg_Mngr_App_Snapshot_State Table Keys and NULL Option Data Type Description Name PK, NOT NULL DBINT Identifies the application ApplicationID NOT NULL DBCHAR Valid options include: • Y = Indicates that the application was open when Configuration Manager was closed. • N = The application was not open when Configuration Manager was closed. ApplicationOpen PK, FK NOT NULL DBINT A unique identifier for the desktop snapshot. DesktopSnapShotID NULL DBINT ID for the first filter key of the application. Filter1 NULL DBINT ID for the second filter key of the application. Filter2 NULL VNAME32 A field name used for the third filter criteria. Filter3FieldName NULL DBSMALLINT A field type identifier used for text/numeric lookup. Filter3FieldType NULL DBSMALLINT The selection type. Filter3OptionSelection NULL varchar(255) The selection value. Filter3Selection NULL DBSMALLINT The application's X position on the desktop. POSX NULL DBSMALLINT The application's Y position on the desktop. POSY Cfg_Mngr_Globals This table is part of the User Preferences group (see User Preferences, on page 650). To see database rules for this table, see User Preferences Tables, on page 704. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 188 All Tables Cfg_Mngr_Globals

Page 207

This table contains a single record that stores version information about the menu system that Unified ICM Configuration Manager is currently using. Table 107: Indexes for Cfg_Mngr_Globals Table index_keys index_description index_name VersionID clustered, unique, primary key located on PRIMARY XPKCfg_Mngr_Globals Table 108: Fields in Cfg_Mngr_Globals Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NOT NULL DBINT Stores version information about the menu system the Unified ICM Configuration Manager is currenlty using. Version PK NOT NULL DBINT A unique identifier for the version. VersionID Cfg_Mngr_User_Desktop_Snap This table is part of the User Preferences group (see User Preferences, on page 650). To see database rules for this table, see User Preferences Tables, on page 704. This table retains information on current Unified ICM Configuration Manager state for a particular user. Related Table Cfg_Mngr_App_Snapshot_State, on page 187 (via DesktopSnapShotID) Table 109: Cfg_Mngr_User_Desktop_Snap Table index_keys index_description index_name DesktopSnapShotID clustered, unique, primary key located on PRIMARY XPKCfg_Mngr_User_Desktop_Snap Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 189 All Tables Cfg_Mngr_User_Desktop_Snap

Page 208

Table 110: Fields in Cfg_Mngr_User_Desktop_Snap Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Determines whether multiple operating instances of a tool should be allowed: • Y = (Default) Yes, allow multiple instances to run at once. • N = No, do not allow multiple instances. AllowMultipleAppInstances NOT NULL DBCHAR Indicates whether or not the tools should automatically retrieve data when they start: • Y = Yes, automatically retrieve data at startup. • N = (Default) No, do not automatically retrieve data. AutoRetrieve NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp PK NOT NULL DBINT A unique identifier for the desktop snapshot. DesktopSnapShotID NOT NULL varchar(128) A name for the desktop snapshot. DesktopSnapShotName FK NULL DBINT A unique identifier for the menu. MenuID NOT NULL DBCHAR Determines whether tools should be reopened when a snapshot is loaded: • Y = Yes, reopen tool when snapshot is loaded. • N = (Default) No, do not reopen tool. OpenAppsOnLoad NOT NULL DBCHAR Indicates whether or not the application should start in the screen position it was in when it was last run by the user: • Y = Yes, start application is same position. • N = (Default) No, start it in application's default position. SaveApplicationPositions Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 190 All Tables Cfg_Mngr_User_Desktop_Snap

Page 209

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Deternimes whether or not filter settings should be saved for all tools: • Y = (Default) Yes, save filter settings. • N = No, do not save filter settings. SaveFilterData FK NOT NULL DBINT A foreign key to the Cfg_Mngr_User_Settings table. UserSettingsID Cfg_Mngr_User_Menu This table is part of the User Preferences group (see User Preferences, on page 650). To see database rules for this table, see User Preferences Tables, on page 704. This table holds information that describes the default and custom menus in use for each user of Unified CCE Configuration Manager. Related Table Cfg_Mngr_View, on page 193 (via MenuID) Table 111: Indexes for Cfg_Mngr_User_Menu Table index_keys index_description index_name MenuID clustered, unique, primary key located on PRIMARY XPKCfg_Mngr_User_Menu Table 112: Fields in Cfg_Mngr_User_Menu Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DBINT Identifies the last desktop snapshot. DesktopSnapShotID PK NOT NULL DBINT A unique identifier for the menu. MenuID NOT NULL VNAME32 A name for the menu. MenuName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 191 All Tables Cfg_Mngr_User_Menu

Page 210

Cfg_Mngr_User_Settings This table is part of the User Preferences group (see User Preferences, on page 650). To see database rules for this table, see User Preferences Tables, on page 704. This table holds specific Unified CCE Configuration Manager settings for each user Unified CCE Configuration Manager. Related Tables Cfg_Mngr_User_Desktop_Snap, on page 189 (via UserSettingsID) Table 113: Indexes for Cfg_Mngr_User_Settings Table index_keys index_description index_name LoginName nonclustered, unique, unique key located on PRIMARY XAK1Cfg_Mngr_User_Settings UserSettingsID clustered, unique, primary key located on PRIMARY XPKCfg_Mngr_User_Settings Table 114: Fields in Cfg_Mngr_User_Settings Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DBINT Identifier for the last desktop snapshot that the user had opened before closing the Unified ICM Configuration Manager. LastDesktopSnapShotID AK-1 NOT NULL varchar(128) The unique login name of the user who owns these settings. LoginName NOT NULL DBCHAR Indicates whether or not to save the current desktop snapshot settings when the Unified ICM Configuration Manager is closed: • Y = Yes, save settings on exit (the default). • N = No, do not save settings on exit. SaveSnapShotOnExit PK NOT NULL DBINT A unique identifier for the user settings. UserSettingsID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 192 All Tables Cfg_Mngr_User_Settings

Page 211

Cfg_Mngr_View This table is part of the User Preferences group (see User Preferences, on page 650). To see database rules for this table, see User Preferences Tables, on page 704. This table holds the information necessary to produce the tree view structure for multiple default and custom menus within the Unified ICM Configuration Manager. The Primary Key (PK) is nonclustered. Related Tables Cfg_Mngr_User_Menu, on page 191 (via MenuID) Table 115: Indexes for Cfg_Mngr_View Table index_keys index_description index_name PeerNodeID nonclustered located on PRIMARY XIE1Cfg_Mngr_View ChildNodeID nonclustered located on PRIMARY XIE2Cfg_Mngr_View NodeID, MenuID nonclustered, unique, primary key located on PRIMARY XPKCfg_Mngr_View Table 116: Fields in Cfg_Mngr_View Table Keys and NULL Option Data Type Description Name NULL DBINT Identifies the application. ApplicationID NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp IE-2 NULL DBINT Identifies the child node in the tree view. ChildNodeID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp PK, FK NOT NULL DBINT A unique identifier for the menu. MenuID PK NOT NULL DBINT A unique identifier for the node in the tree view. NodeID IE-1 NULL DBINT Identifies the peer node in the tree view. PeerNodeID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 193 All Tables Cfg_Mngr_View

Page 212

Class_Access_Xref This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. It lists the access levels available for each class. The Primary Key (PK) is nonclustered. Related Tables Class_List, on page 194 (via ClassID) Table 117: Indexes for Class_Access_Xref Table index_keys index_description index_name AccessLevel, ClassID clustered, unique, unique key located on PRIMARY XAK1Class_Access_Xref ClassAccessXrefID nonclustered, unique, primary key located on PRIMARY XPKClass_Access_Xref Table 118: Fields in Class_Access_Xref Table Keys and NULL Option Data Type Description Name AK-1 NOT NULL DBINT A supported access level for the class. To see values. see Access Levels, on page 654. AccessLevel PK NOT NULL DBINT A unique identifier for the record. ClassAccessXrefID AK-1 NOT NULL DBINT Identifies the class from the Class_List table. ClassID Class_List This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. It lists the available classes. The contents of this table are set up when the software is installed and never change. Related Tables Class_Security, on page 195 (via ClassID) ClassID_To_ObjectType, on page 196 (via ClassID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 194 All Tables Class_Access_Xref

Page 213

Table 119: Indexes for Class_List Table index_keys index_description index_name Name clustered, unique, unique key located on PRIMARY XAK1Class_List ClassID nonclustered, unique, primary key located on PRIMARY XPKSecurity_Class Table 120: Fields in Class_List Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A unique identifier for the class. ClassID NULL DESCRIPTION Additional information about the class. Description AK-1 NOT NULL varchar(30) The name of the class. Name Class_Security This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. It lists the level of security each user or group has for a class. Related Tables Class_List, on page 194 (via ClassID) User_Group, on page 599 (via UserGroupName) Table 121: Indexes for Class_Security Table index_keys index_description index_name ClassSecurityID clustered, unique, primary key located on PRIMARY XPKClass_Security Table 122: Fields in Class_Security Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The access level the user group has for the class. To see values. see Access Levels, on page 654. AccessLevel Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 195 All Tables Class_Security

Page 214

Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBINT Identifies the class from the Class_List table. ClassID PK NOT NULL DBINT A unique identifier for the record. ClassSecurityID NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NOT NULL varchar(64) Identifies the user group. UserGroupName ClassID_To_ObjectType This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Maps each class to its component object types Related Tables Class_List, on page 194 (via ClassID) Object_List, on page 321 (via ObjectType + ObjectID) Table 123: Indexes for ClassID_To_ObjectType Table index_keys index_description index_name ObjectType nonclustered located on PRIMARY XIE1ClassID_To_ObjectType ClassID, ObjectType clustered, unique, primary key located on PRIMARY XPKClassID_To_ObjectType Table 124: Fields in ClassID_To_ObjectType Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Identifies the class from the Class_List table. ClassID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 196 All Tables ClassID_To_ObjectType

Page 215

Keys and NULL Option Data Type Description Name NOT NULL DBINT For Logical Interface Controller objects: • 2 = PG • 3 = NIC Note For all other object types, this field is 0. ObjectID PK, FK, IE-1 NOT NULL DBINT Identifies the type of the object. ObjectType Configuration_Limit This table defines safe outer boundaries for Unified ICM Configuration parameters. The default values set for Configuration Limits are the maximum values that have been tested and confirmed by Cisco. Your system deployment may require lower limits. However, if you configure beyond the ConfigLimitID values and experience difficulties, we might require you to change values to correspond to the defined limits before we can troubleshoot. Table 125: Indexes for Configuration_Limit Table index_keys index_description index_name ConfigLimitID clustered, unique, primary key located on PRIMARY XPKConfiguration_Limit Table 126: Fields in Configuration_Limit Table Keys and NULL Option Data Type Description Name PK-1, clustered, NOT NULL DBINT This is created by the schema. ConfigLimitID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 197 All Tables Configuration_Limit

Page 216

Keys and NULL Option Data Type Description Name NOT NULL VNAME32 The configuration limit rule name. The valid values are: 1. Skill_Groups_Per_Agent 2. MAX_DNC_LIST_SIZE 3. MAX_SIP_PORTS 4. MAX_ATTRIBUTES_PER_AGENT 5. MAX_ATTRIBUTES_PER_ATTRIBUTESET 6. SYSTEM_WIDE_MAX_PRECISION_QUEUE 7. MAX_PQSTEP_PER_PQ 8. MAX_PQTERM_PER_PQSTEP 9. SYSTEM_WIDE_MAX_ATTRIBUTES 10. MAX_UNIQUE_ATTRIBUTES_PER_PQ 11. (Reserved) 12. CPS_CAPACITY 13. AGENT_CAPACITY 14. DEPLOYMENT_MAX_CPS 15. MAX_SYS_AGENT_QUEUE_PAIR 16. SYSTEM_WIDE_MAX_PQSTEP 17. SYSTEM_WIDE_MAX_AGENTS 18. MAX_AGENTS_PER_PERIPHERAL 19. SYSTEM_WIDE_MAX_SKILLGROUPS 20. MAX_SKILLGROUPS_PER_PERIPHERAL 21. MAX_CD_CHILD_LIVEDATA_NODES 22. MAX_BEYOND_TASK_LIMIT 23. MAX_ECC_VARIABLE_SIZE_PER_CALL 24. MAX_BUSINESS_HOURS 25. MAX_SCHEDULES_PER_BUSINESS_HOUR 26. MAX_AGENT_SERVICES ConfigLimitName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 198 All Tables Configuration_Limit

Page 217

Keys and NULL Option Data Type Description Name NOT NULL DBINT The default limitation value The default limitation value is 1000 ConfigLimitDefaultValue NOT NULL DBINT The current limitation value The current limitation value is 1000 ConfigLimitCurrentValue NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NULL Description Description Description NOT NULL ChangeStamp Change Stamp ChangeStamp Config_Message_Log This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. It gets populated on central and local databases. The database system table is used to store configuration messages. Table 127: Indexes for Config_Message_Log Table index_keys index_description index_name RecoveryKey Clustered, unique, primary key located on PRIMARY XPKConfig_Message_Log Table 128: Fields in Config_Message_Log Table Keys and NULL Option Data Type Description Name NULL varbinary(max) All configuration messages in a transaction. ConfigMessage NOT NULL DBDATETIME The date and time when a set of messages was logged. DateTime NULL VNAME32 The type of configuration change. Examples include "Add" and "Update". LogOperation PK NOT NULL DBFLT8 A value used internally by the software to track virtual time. RecoveryKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 199 All Tables Config_Message_Log

Page 218

Keys and NULL Option Data Type Description Name NULL VNAME32 The name of the table affected by the configuration change. TableName Congestion Control This table is in the System category (see System, on page 649). This table stores configuration information for congestion control. Table 129: Indexes for Congestion Control Table index_keys index_description index_name DeploymentID clustered, unique, primary key located on PRIMARY XPKCongestion_Control Table 130: Fields in Congestion Control Table Keys and NULL Option Data Type Description Name NOT NULL ChangeStamp Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBINT For system use only. CongestionCheckInterval NOT NULL DBCHAR Congestion control flag. It’s enabled when you first set the congestion control limits. Default = Yes (For Packaged CCE deployments) CongestionEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 200 All Tables Congestion Control

Page 219

Keys and NULL Option Data Type Description Name NULL DBINT This field is to set the rejection treatment mode. Values for this field include the following: • 0 - Use System Congestion Control: The call treatment will be applied based on System Congestion Control settings. • 1 - Treat call with Dialed Number Default Label: The calls to be rejected due to congestion are treated with the default label of the dialed number on which the new call arrived. • 2 - Treat call with Routing Client Default Label: The calls to be rejected due to congestion are treated with the default label of the routing client which of the new call arrived. • 3 - Treat call with System Default Label: The calls to be rejected due to congestion are treated with the system default label set in Congestion Control settings. • 4 - Terminate call with a Dialog Fail or RouteEnd: Terminates the new call dialog with a dialog failure. • 5 - Treat call with a Release Message to the Routing Client: Terminates the new call dialog with a release message. CongestionTreatmentMode NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NOT NULL DBINT Primary Key DeploymentID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 201 All Tables Congestion Control

Page 220

Keys and NULL Option Data Type Description Name NOT NULL DBINT The ICM/CCE deployment type. Values for this field include the following: • 0 - Not Specified • 1 - NAM (Deprecated) • 2 - Contact Director • 3 - NAM Rogger (Deprecated) • 4 - ICM Router/Logger • 5 - UCCE: 8000 Agents Router/Logger • 6 - UCCE: 12000 Agents Router/Logger • 7 - Packaged CCE: 2000 Agents • 8 - ICM Rogger • 9 - UCCE: 4000 Agents Rogger • 10 - Packaged CCE: Lab Mode • 13 - UCCE: Progger (Lab only) • 16 - UCCE: 2000 Agents • 17 - Packaged CCE: 4000 Agents • 18 - Packaged CCE: 12000 Agents • 19 - UCCE: 24000 Agents Router/Logger DeploymentType NULL VNAME32 Label string to treat the calls subjected to congestion control. This label will be responded when congestion treatment is set to Treat call with System Default Label (3). The label is sent only to the calls to be rejected. LabelString NOT NULL DBINT Level 1 abatement Level1Abate NOT NULL DBINT Level 2 abatement Level2Abate NOT NULL DBINT Level 3 abatement Level3Abate NOT NULL DBINT Level 1 onset Level1Onset NOT NULL DBINT Level 2 onset Level2Onset Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 202 All Tables Congestion Control

Page 221

Keys and NULL Option Data Type Description Name NOT NULL DBINT Level 3 onset Level3Onset NOT NULL DBINT Level 1 call rate reduction Level1Reduction NOT NULL DBINT Level 2 call rate reduction Level2Reduction NOT NULL DBINT Level 3 call rate reduction Level3Reduction NOT NULL DBSMALLINT If yes, user-defined CPS is used for congestion control. You can enter the CPS limit. The limit is the same in the Configuration Limits table. UserOverride NOT NULL DBSMALLINT Weight used for moving average algorithm to calculate CPS. WMAWeight Contact_Share_Group This table defines contact share groups that apply to all contact share precision queues or skill groups. The following tables “Indexes for Contact_Share_Group Table” and “Contact_Share_Group Table” are not supported in 15.0(1). Note Table 131: Indexes for Contact_Share_Group Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY AK1Contact_Share_Group GroupID clustered, unique, primary key located on PRIMARY PKContact_Share_Group Table 132: Contact_Share_Group Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT An identifier that has a unique ID among all the contact share queues. GroupID NOT NULL DBINT Foreign key from contact share rule table. RuleID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 203 All Tables Contact_Share_Group

Image 1 from page 221

Page 222

Keys and NULL Option Data Type Description Name AK NOT NULL VNAME32 The unique name of this contact share group. EnterpriseName NULL varchar(512) The contact share queue will be accepted IF the expression evaluates to true. AccetQueueIf NULL DESCRIPTION Additional information about the group. Description NULL DBDATETIME Records the data and time when the record was added or updated. DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record in the database is changed. ChangeStamp Contact_Share_Group_Member This table maps contact share groups to contact share queues. Each contact share group contains one or more contact share queues. Each contact share queue can be a member of one or more contact share groups. The following tables “Indexes for Contact_Share_Group_Member Table” and “Contact_Share_Group_Member Table” are not supported in 15.0(1) release. Note Table 133: Indexes for Contact_Share_Group_Member Table index_keys index_description index_name Group ID nonclustered located on PRIMARY XIE1Contact_Share_Group_Member GroupID, QueueID clustered, unique, primary key located on PRIMARY XPKContact_Share_Group_Member Table 134: Contact_Share_Group_Member Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Foreign key from Contact_Share_Group. GroupID PK NOT NULL DBINT Foreign key from Contact_Share_Queue. QueueID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 204 All Tables Contact_Share_Group_Member

Image 1 from page 222

Page 223

Contact_Share_Queue This table defines the queue that references a target queue (either precision queue or skill group). These exist on the Unified CCE target systems. The following tables “Indexes for Contact_Share_Queue Table” and “Contact_Share_Queue Table” are not supported in 15.0(1) release. Note Table 135: Indexes for Contact_Share_Queue Table index_keys index_description index_name QueueID clustered, unique, primary key located on PRIMARY XPKContact_Share_Queue Table 136: Contact_Share_Queue Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT An identifier that has a unique ID among all the contact share queues. QueueID NOT NULL VNAME32 Name of the Queue that is configured on the target United CCE systems. The same as EnterpriseName of the precision queue or skill group. QueueName NOT NULL DBINT The unique ID (either PrecisionQueueID or SkillGroupID) from the target United CCE systems. TargetQueueID NOT NULL char(1) Identifies the target queue as P

Precision Queue, or S - Skill Group. QueueType NULL DESCRIPTION Additional information about the group. Description NULL DBINT Target instance identifier. TargetInstanceID NULL DBDATETIME Records the data and time when the record was added or updated. DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record in the database is changed. ChangeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 205 All Tables Contact_Share_Queue

Image 1 from page 223

Page 224

Contact_Share_Rule This table defines rules to apply for all contact share precision queues or skill groups within a contact share group. The following tables “Indexes for Contact_Share_Rule Table” and “Contact_Share_Rule Table” are not supported in 15.0(1) release. Note Table 137: Indexes for Contact_Share_Rule Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Contact_Share_Rule RuleID clustered, unique, primary key located on PRIMARY XPKContact_Share_Rule Table 138: Contact_Share_Rule Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT An identifier that has a unique ID among all the contact share rules. RuleID AK NOT NULL VNAME32 Name of the rule. EnterpriseName NULL varchar(512) This is the rule expression that is used for all contact share precision queue or skill groups within a contact share group. RuleExpression NULL DESCRIPTION Additional information about the group. Description NULL DBDATETIME Records the data and time when the record was added or updated. DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record in the database is changed. ChangeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 206 All Tables Contact_Share_Rule

Image 1 from page 224

Page 225

Controller_Time This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. A database system table that stores the current time at the Unified ICM platform. Table 139: Fields in Controller_Time Table Keys and NULL Option Data Type Description Name NULL DBDATETIME The most recently reported time from the Central Controller. NowTime NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DESCRIPTION The name of the time zone. TimeZoneName Customer_Definition This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row defines a customer associated with an Unified ICM instance. Use the Customer list tool to create, update, or delete a customer definition. Related Tables Call_Type, on page 112 (via CustomerDefinitionID) Customer_Options, on page 208 (via CustomerDefinitionID) Feature_Control_Set, on page 261 (via via FeatureSetID) ICR_Instance, on page 267 (via ICRInstanceID) Label, on page 283 (via CustomerDefinitionID) Master_Script, on page 302 (via CustomerDefinitionID) Network_Vru, on page 316 (via NetworkTargetID) Scheduled_Target, on page 439 (via CustomerDefinitionID) User_Group, on page 599 (via CustomerDefinitionID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 207 All Tables Controller_Time

Page 226

Table 140: Indexes for Customer_Definition Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Customer_Definition ICRInstanceID nonclustered located on PRIMARY XIE1Customer_Definition CustomerDefinitionID clustered, unique, primary key located on PRIMARY XPKCustomer_Definition Table 141: Fields in Customer_Definition Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp PK NOT NULL DBINT A unique identifier for the customer definition. CustomerDefinitionID NULL DBDATETIME Records the date and time when a record is added / updated. DateTimeStamp NULL DESCRIPTION Additional information about the customer definition. Description AK-1 NOT NULL VNAME32 An enterprise name for the customer. This name must be unique among all customer definitions in the enterprise. EnterpriseName FK NULL DBINT Identifies a feature set from the Feature_Control_Set Table. FeatureSetID FK, IE-1 NOT NULL DBINT Identifies the instance associated with the customer. ICRInstanceID FK, NULL DBINT Identifies the Network VRU, if any, associated with the customer. NetworkTargetID Customer_Options This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row identifies options installed for a specific customer. Related Table Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 208 All Tables Customer_Options

Page 227

Customer_Definition, on page 207 (via CustomerDefinitionID) Table 142: Indexes for Customer_Options Table index_keys index_description index_name CustomerDefinitionID, Type clustered, unique, primary key located on PRIMARY XPKCustomer_Options Table 143: Fields in Customer_Options Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Identifies the customer definition associated with the row. CustomerDefinitionID NULL varchar(255) The option value. OptionValue PK NOT NULL DBINT The customer option defined by the row. To see values, see Customer Options Type, on page 656. Type Default_Call_Type This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row specifies the default call type. You can associate a default call type with each routing client. You can also create a general default call type in the ICR_Globals table. Note To add, update, and delete Default_Call_Type records, use Unified ICM Configuration Manager to modify the Routing Client configuration. Related Tables Call_Type, on page 112 (via CallTypeID) Routing_Client, on page 416 (via RoutingClientID) Table 144: Indexes for Default_Call_Type Table index_keys index_description index_name RoutingClientID clustered, unique, primary key located on PRIMARY XPKDefault_Call_Type Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 209 All Tables Default_Call_Type

Image 1 from page 227

Page 228

Table 145: Fields in Default_Call_Type Table Keys and NULL Option Data Type Description Name NULL DBINT The call type. CallTypeID NOT NULL DBSMALLINT The routing client. RoutingClientID Default_Configuration This table contains records containing general information about the Unified ICM configurations: 1. Contact Center AI Global Configuration ID Table 146: Indexes for Default_Configuration Table index_keys index_description index_name DefaultConfigurationID Primary key XPKDefault_Configuration ConfigurationName Unique key XAK1Default_Configuration ConfigurationName Inversion key XIE1Default_Configuration Table 147: Fields in Default_Configuration Table Keys and NULL Option Data Type Description Name NOT NULL VARCHAR(128) It is the name of the configuration ConfigurationName NOT NULL VARCHAR(256) Value of the Configuration ConfigurationValue NOT NULL CHANGESTAMP Incremented when the record is changed in the database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp PK NOT NULL DBINT Unique identifier for the default configuration. DefaultConfigurationID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 210 All Tables Default_Configuration

Page 229

Department This table defines a Department that is used for departmental data hosting. Each row specifies a user-configured Department. The following tables contain a department ID and can be divided into departments. Related Tables • Agent, on page 17 • Agent_Desk_Settings, on page 21 • Admin_Script_Schedule_Map, on page 14 • Attribute, on page 96 • Bucket_Intervals, on page 104 • Bulk_Job, on page 105 • Call_Type, on page 112 • Campaign, on page 156 • Department _Member , on page 212 • Dialed_Number, on page 215 • Enterprise_Service, on page 253 • Enterprise_Skill_Group, on page 255 • Import_Rule, on page 274 • Master_Script, on page 302 • Network_Vru_Script, on page 318 • Person, on page 323 • Precision_Queue, on page 346 • Query_Rule, on page 362 • Route, on page 379 • Service, on page 452 • Skill_Group, on page 493 • User_Formula, on page 597 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 211 All Tables Department

Page 230

Table 148: Indexes in Department Table index_keys index_description index_name DepartmentID Clustered, unique, primary key located on PRIMARY XPKDepartment Table 149: Fields in Department Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Changestamp for the table. ChangeStamp NULL DBINT Maps Customer to Department in a CCMP/CCDM deployment. CustomerDefinitionID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NOT NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID NULL DESCRIPTION Description for the Department. Description NOT NULL VARCHAR(32) Enterprise name of the Department. EnterpriseName Department _Member This table associates the User Group ID with a Department. Related Tables • User_Group • Department Table 150: Indexes for Department_Member Table index_keys index_description index_name UserGroupID, DepartmentID PRIMARY Key XPKUser_Group_Department Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 212 All Tables Department _Member

Page 231

Table 151: Fields in Department_Member Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Foreign Key from the Department table. DepartmentID NOT NULL DBINT Foreign key from User_Group. The User_Group table is the parent table for changestamp purposes. UserGroupID Device_Target Device_Target is deprecated. Use Agent_Targeting_Rule, on page 74 instead. Note This table is in the Route, on page 625 category. To see database rules for these tables, see Route Tables, on page 700. Each row represents one or more enterprise agents. When an enterprise agents logs on, the system software dynamically assigns them to a device target. To route calls to an enterprise agent, you must have defined a label associated with the device target. Use Unified ICM Configuration Manager to create, delete, and modify device targets. To configure Unified CCE, use Agent Targeting Rules versus Device Targets. Based on configured agent targeting rules, if an agent attempts to log into an extension to which the router cannot target a call, the peripheral gateway rejects the login request and returns an error that includes why the log in request failed. For call routing in system PGdeployments, configure the extension range in the Agent Targeting Rules in Unified CCE. For table details, see Agent_Targeting_Rule, on page 74. Note Related Tables Agent_Logout, on page 40 (via NetworkTargetID) Agent_Real_Time, on page 42 (via NetworkTargetID) Network_Target, on page 310 (via NetworkTargetID) Table 152: Indexes for Device_Target Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Device_Target DeviceAddressType, GlobalAddress nonclustered, unique, unique key located on PRIMARY XAK2Device_Target Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 213 All Tables Device_Target

Image 1 from page 231

Page 232

index_keys index_description index_name NetworkTargetID clustered, unique, primary key located on PRIMARY XPKDevice_Target Table 153: Fields in Device_Target Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(255) An optional string to be sent to the device during initialization. ConfigParam NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the device target. Description AK-2 NOT NULL DBINT Type of address defined in the GlobalAddressfield: 1 = Internet Protocol (IP). DeviceAddressType NOT NULL DBINT The type of the target. Note Currently only Voice is supported. • 1 = Voice • 2 = FAX • 3 = E- mail DeviceTargetType AK-1 NOT NULL VNAME32 An enterprise name for the target. This name must be unique among all device targets in the enterprise. EnterpriseName AK-2 NOT NULL varchar(64) A unique identifier. This field is used to enforce validation that the agent desktop and the agent phone are at the same IP address for media terminated agent desktops, including Enterprise Agent. The decimal format for an IP address is xxx.xxx.xxx.xxx. For example, 128.127.50.224. If validating the IP address of an agent desktop and agent phone is not the case, then the global address can be set to any unique string. GlobalAddress PK, FK NOT NULL DBINT Unique identifier for the target. NetworkTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 214 All Tables Device_Target

Page 233

Dialed_Number This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row describes a dialed number serviced by the system software. Use Unified ICM Configuration Manager to add, update, and delete Dialed_Number records. Related Tables Customer_Definition, on page 207 (via CustomerDefinitionID) Dialed_Number_Label, on page 217 (via DialedNumberID) Dialed_Number_Map, on page 217 (via DialedNumberID) Dial_Number_Plan, on page 219 (via DialedNumberID) Label, on page 283 (via LabelID) Media_Routing_Domain, on page 305 (via MRDomainID) Route_Call_Detail, on page 380(via DialedNumberID) Routing_Client, on page 416 (via RoutingClientID) Table 154: Indexes for Dialed_Number Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Dialed_Number RoutingClientID, DialedNumberString nonclustered, unique, unique key located on PRIMARY XAK2Dialed_Number LabelID nonclustered located on PRIMARY XIE1Dialed_Number CustomerDefinitionID nonclustered located on PRIMARY XIE2Dialed_Number DateTimeStamp nonclustered located on PRIMARY XIE3Dialed_Number DialedNumberID clustered, unique, primary key located on PRIMARY XPKDialed_Number Table 155: Dialed_Number Table Keys and NULL Option Data Type Description Fields NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp IE-2, FK NULL DBINT Identifies the customer definition associated with the dialed number. CustomerDefinitionID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 215 All Tables Dialed_Number

Page 234

Keys and NULL Option Data Type Description Fields NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y= Yes • N =No Deleted NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the dialed number. Description PK NOT NULL DBINT A unique identifier for this dialed number. DialedNumberID AK-2 NOT NULL VNAME32 The string the routing client passes to the system software to represent this dialed number. DialedNumberString AK-1 NOT NULL VNAME32 An enterprise name for the number. This name must be unique among all dialed numbers in the database. EnterpriseName IE-1, FK NULL DBINT References the default label for this dialed number. LabelID FK NOT NULL DBINT The Media Routing Domain associated with this dialed number. MRDomainID Optional (NULL) varchar(512) The Dialed Number (DN) Pattern for routing type Post Call Survey (PCS) or Forking Dialed Number are stored with prefix PCS: and MGF: respectively. This field may contain wildcard characters such as (!), (*), (>), and single digit matches like periods (.) or X. Note This field is not applicable for Unified CCE. PCSPattern NOT NULL DBCHAR Used to indicate if remote routing by a CTI client (ACMI) is permitted on this dialed number. Default = 'N'. PermitApplicationRouting NOT NULL DBCHAR Used for queuing on the Simplified Unified CCE PG only. Stored as 'Y' or 'N'. Default = 'N'. ReservedByIVR Optional (NULL) varchar(256) The custom ringtone media file name. Note This field is not applicable for Unified CCE. RingtoneName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 216 All Tables Dialed_Number

Page 235

Keys and NULL Option Data Type Description Fields AK-2, FK NOT NULL DBSMALLINT References the routing client that services this dialed number. RoutingClientID Dialed_Number_Label This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. It indicates which Label values are valid for each Dialed_Number value. Use Unified ICM Configuration Manager to add, update, and delete Dialed_Number_Label records. Related Tables Dialed_Number, on page 215 (via DialedNumberID) Label, on page 283 (via LabelID) Table 156: Indexes for Dialed_Number_Label Table index_keys index_description index_name LabelID nonclustered located on PRIMARY XIE1Dialed_Number_Label DialedNumberID, LabelID clustered, unique, primary key located on PRIMARY XPKDialed_Number_Label Table 157: Fields in Dialed_Number_Label Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Foreign key from the Dialed Number table. DialedNumberID PK, FK NOT NULL DBINT Foreign key from the Label table. LabelID Dialed_Number_Map This table is part of the Script category (see Script, on page 629) category. For database rules, see Script Tables, on page 701. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 217 All Tables Dialed_Number_Label

Page 236

Describes the call qualifier values (dialed number, calling line ID, and caller-entered digits) associated with each call type. Use the Call Type Directory dialog of the Script Editor to add, update, and delete Dialed_Number_Map records. Related Tables Call_Type, on page 112 (via CallTypeID) Dialed_Number, on page 215 (via DialedNumberID) Region, on page 370 (via RegionID) Table 158: Indexes for Dialed_Number_Map Table index_keys index_description index_name CallTypeID, RegionID nonclustered located on PRIMARY XIE1Dialed_Number_Map DialedNumberID, Item clustered, unique, primary key located on PRIMARY XPKDialed_Number_Map Table 159: Fields in Dialed_Number_Map Table Keys and NULL Option Data Type Description Name NULL varchar(30) ANI value or region name. An ANI value can be a prefix of any length (the leading digits of the telephone number) or a complete telephone number. ANIWildCard NOT NULL DBSMALLINT Indicates what type the ANIWildCard is. To see the list of values, see Dialed Number Map: ANIWildCardType, on page 658. ANIWildCardType FK NOT NULL DBINT Foreign key from Call Type table. CallTypeID NULL varchar(30) Value to match against CED: • '_A' = All • '_NR'= None Required • '_NE' = None Entered • '_N' = None Required or Entered CEDWildCard NULL DESCRIPTION Additional information about the mapping of these call qualifiers to this call type. Description PK, FK NOT NULL DBINT Foreign key from the Dialed Number table. DialedNumberID and Item together form an alternate key that is used by the system software to determine the order in which to match the wildcards. DialedNumberID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 218 All Tables Dialed_Number_Map

Page 237

Keys and NULL Option Data Type Description Name PK NOT NULL DBINT The order in which the rows for a dialed number are tested against the call qualifiers. Item FK NULL DBINT If ANIWildCardType is 4 (Region), this is the foreign key of the region from the Region table. RegionID Dial_Number_Plan This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Defines special dialing codes that allow enterprise agents to use the system software to place calls to services, other agents, skill groups, enterprise skill groups, supervisors, the local public network, a long-distance network, or to specific trunks. Use Unified ICM Configuration Manager to add, update, and delete Dial_Number_Plan records. Related Tables Dialed_Number, on page 215 (via DialedNumberID) Routing_Client, on page 416 (via RoutingClientID) Table 160: Indexes for Dial_Number_Plan Table index_keys index_description index_name RoutingClientID, WildcardPattern nonclustered, unique, unique key located on PRIMARY XAK1Dial_Number_Plan DialNumberPlanID clustered, unique, primary key located on PRIMARY XPKDial_Number_Plan Table 161: Fields in Dial_Number_Plan Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated DateTimeStamp NULL DESCRIPTION Additional information about the dial number plan. Description FK NULL DBINT Identifies the dialed number associated with the dial number plan if PostRoute is Y, the dialed number is used to determine a call type. DialedNumberID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 219 All Tables Dial_Number_Plan

Page 238

Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A unique identifier for the plan. DialNumberPlanID NULL DBINT The type of the plan. DialNumberPlanType NULL VNAME32 The dial string if PostRoute setting is N. DialString NOT NULL DBCHAR Indicates whether to issue a Post-Routing request if the dialed number supplied by the agent matches the WildcardPattern: • Y = Yes, issue a Post-Routing request. • N = No, do not issue a Post-Routing request. PostRoute AK-1, FK NOT NULL DBSMALLINT Identifies the routing client associated with the dial number plan. RoutingClientID AK-1 NOT NULL VNAME32 A string the system software compares to the dialed number or dial string. The string can contain letters, digits, asterisks (*), and number signs (#). It can also include the wildcard characters ? and !. The ? character represents any single letter. The ! character represents any string of characters and can appear only at the end of the pattern. WildcardPattern Dialer This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Contains configuration information for each dialer. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Dialer records. If Outbound Option was not selected during setup, this table will contain no data. Note Related Tables Peripheral, on page 326 (via PeripheralID) Dialer_Detail, on page 225 (via DialerID) Dialer_Half_Hour, on page 231 (via DialerID) Dialer_Port_Map, on page 237 (via DialerID) Dialer_Port_Real_Time, on page 238 (via DialerID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 220 All Tables Dialer

Image 1 from page 238

Page 239

Dialer_Skill_Group_Half_Hour, on page 244 (via DialerID) Dialer_Skill_Group_Real_Time, on page 247 (via DialerID) Table 162: Indexes for Dialer Table index_keys index_description index_name DialerName nonclustered, unique, unique key located on PRIMARY XAK1Dialer ComputerName nonclustered, unique, unique key located on PRIMARY XAK2Dialer DialerID clustered, unique, primary key located on PRIMARY XPKDialer Table 163: Fields in Dialer Table Keys and NULL Option Data Type Description Name NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBINT Indicate what type of protocol that the Dialer uses. The default value is 3. Other values 1. 1: Not used 2. 2: SCCP 3. 3: SIP DialerType NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp AK-2 NOT NULL varchar(64) The network name of the computer hosting the dialer component. ComputerName NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Number of milliseconds that the dialer will spend analyzing. Advanced configuration item. CPAAnalysisPeriod NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Advanced configuration item. CPAJitterBufferDelay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 221 All Tables Dialer

Page 240

Keys and NULL Option Data Type Description Name NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Maximum milliseconds the dialer will analyze an answering machine voice message looking for a termination tone. Advanced configuration item. CPAMaxTermToneAnalysis NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Maximum time allowed for analysis in milliseconds. Advanced configuration item. CPAMaxTimeAnalysis NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Minimum number of milliseconds of voice required to qualify a call as voice detected. Advanced configuration item. CPAMinimumValidSpeechTime NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Minimum silence period required to classify a call as voice detected. CPAMinSilencePeriod AK-2 NOT NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Indicates whether the debug setting for recording wave files should be enabled for the dialer. CPARecordWaveFile NULL varchar(255) Additional configuration parameters. ConfigParam NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Additional information about the dialer, such as its location. Description PK NOT NULL DBINT A unique identifier for this dialer. DialerID AK-1 NOT NULL VNAME32 A name give to a particular dialer during configuration. DialerName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 222 All Tables Dialer

Page 241

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Valid options are: • Y = Attempt dial tone detection before calling a contact. (This will ensure that the ACD has allocated a resource to allow access to the outside world.) • N = Do not attempt dial tone detection before calling a contact. DialToneDetectEnabled NOT NULL DBCHAR Valid options include: • Y = The dialer is available for calling contacts. • N = The dialer is not available for calling contacts. Enabled NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 NOT NULL DBINT The number of seconds to wait after disconnecting a port on a dialer card before attempting to use the port again. (This option is designed to give the telephone system enough time to sense a disconnect and release the line.) HangupTime NOT NULL DBCHAR Reserved for future use. Default = 'N'. IPBridgingEnabled NULL varchar(100) The local area code for this dialer. (This value is compared to numbers being dialed to determine whether '1' and the area code should be prefixed to the dialed number.) LocalAreaCode NULL varchar(32) Long distance prefix - previously set in the Dialer registry. LongDistancePrefix Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 223 All Tables Dialer

Page 242

Keys and NULL Option Data Type Description Name FK NOT NULL DBSMALLINT The peripheral ID for the ACD. PeripheralID NULL DBFLT8 THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Calls per second allowed in any one second for any one dialer. Calls will be distributed evenly over the time interval. PortThrottle NOT NULL DBINT THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. A correction is applied to the Lines per Agent when the voice calls exceeds "PredictiveConnectionPace" calls. The default is 100. PredictiveCorrectionPace NOT NULL DBFLT8 THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. The PredictiveGain term controls the overall rate of corrective adjustment for the Lines per Agent. This is the multiplier for the Proportional corrective term in the algorithm. The default is 14. PredictiveGain NOT NULL DBFLT8 THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. The Historic Gain term calculates an additional correction based on the last 5 measurement sets. As a default, it should be set to half the PredictiveGain. It attempts to correct for systematic undershooting or overshooting over several correction cycles. The default is 7. PredictiveHistoricGain NOT NULL DBFLT8 THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Multiplier for the Proportional term when the measured Abandoned Call Rate is less than the target rate. This compensates for the fact that the upside difference between the target and measured Abandoned Call Rate can be much larger than the downside difference. The default is 1.5. PredictiveLowAbandonGain NULL varchar(32) Dial a prefix string before the regular phone number. (This would be used, for example, to dial a '9' to reach an external line.) PrefixDigits NOT NULL DBCHAR Valid options are: • Y = Aways dial the area code instead of stripping it out for local numbers. • N = Strip out the area code for local numbers. TenDigitDialEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 224 All Tables Dialer

Page 243

Dialer_Detail This table is in the Blended Agent category. (See Blended Agent (Outbound Option), on page 616.) To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (that other Unified CCE components do not use). Use only DBDateTime (date and time of the record that was written to the HDS database) to extract the data. You can index the table on the custom database according to the custom reporting needs. If Outbound Option was not selected during setup, this table contains no data. Note This historical table tracks data on all outbound attempts, including personal callback attempts and preview calls that an agent skips. Unified CCE and G3 Support: The Dialer_Detail table is supported for Unified CCE only. Dialer Detail records are not supported for the G3 dialer. Some records might be written to the Dialer_Detail table for older G3 dialers, but do not use the records. Note Related Tables • Campaign, on page 156(through CampaignID) • Campaign_Skill_Group, on page 184 (through CampaignID) • Dialer, on page 220 (through DialerID) • Dialer_Real_Time, on page 240 (through DialerID) • Peripheral, on page 326 (through PeripheralID) • Query_Rule, on page 362 (through QueryRuleID) Table 164: Indexes for Dialer_Detail Table index_keys index_description index_name RecoveryKey Primary key XPKDialer_Detail DbDateTime Inversion key XIE1Dialer_Detail CampaignReportingDateTime Inversion key XIE2Dialer_Detail RouterCallKey, RouterCallKeyDay Inversion key XIE3Dialer_Detail CallGUID Inversion key XIE4Dialer_Detail DateTime Inversion key XIE5Dialer_Detail Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 225 All Tables Dialer_Detail

Image 1 from page 243

Page 244

Table 165: Fields in Dialer_Detail Table Keys and NULL Option Data Type Description Name NULL VARCHAR(128) Customer account number. AccountNumber NULL DBINT The calculated active threshold during the period for computing the noise floor. ActiveThreshold NULL VARCHAR(32) PeripheralNumber / AgentID of the Agent that handled the call. AgentPeripheralNumber NULL VARCHAR(20) The phone number at which the customer requested to be called back. This field remains populated with customer-requested callback numbers for all personal callback calls or regular callback calls. CallbackPhone NULL DBSMALLDATE The date and time when to retry the call. This is the local time for the person receiving the call. CallbackDateTime NULL DBINT Only used for the SIP Dialer. For all other dialers, this field is reserved for future use. The call duration of the outbound call in milliseconds starting when the Dialer initiates the call to the customer. It is the time difference between when the Call Setup Time starts and the outbound call ends. (Time the agent is in Call Setup Time + Agent Talktime + Agent Wrap-up Time(if configured)) Note CallDuration does not include Agent Wrap-up Time if the call is transferred before entering wrap-up. The Call Disposition for transfer is 28 or 29. CallDuration IE4 NULL VARCHAR(32) An identifier assigned to the call by the SIP Dialer. CallGUID NULL DBINT Telephony call result (busy, no answer, and so on) or agent reservation attempt result (Agent Rejected Call, Unable to reserve, and so on). For the field values that can populate CallResult, see Dialer Detail: CallResult, on page 658. CallResult Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 226 All Tables Dialer_Detail

Page 245

Keys and NULL Option Data Type Description Name NULL DBINT Indicates the internal code corresponding to the SIP response received from the gateway for outbound dialer calls. The internal code is calculated as 10000

SIP response code. For example: If the SIP gateway returns a 400 Bad Request response: CallResultDetail = 10400 For Personal Callback calls, CallResultDetail reflects the agent's status when the callback cannot be completed: 20000: Agent Logged Out 20001: Agent Not Ready CallResultDetail NULL CHAR(1) Status of the customer record for Zone1. For the values that can populate this field, see Dialer Detail: CallStatusZone, on page 660. CallStatusZone1 NULL CHAR(1) Status of the customer record for Zone2. For the values that can populate this field, see Dialer Detail: CallStatusZone, on page 660. CallStatusZone2 IE2 NULL DBDATETIME This value indicates interval date time that Router used TCD record to calculate Call Type related historical data. CampaignReportingDateTime FK NULL DBINT The campaign that the call was placed for. CampaignID NULL DBINT The value is the offset in minutes that the customer is from UTC (formerly GMT). Note CustomerTimeZone for PCB calls in Dialer_Detail is always NULL. CustomerTimeZone IE5 NOT NULL DBDATETIME DateTime (in Central Controller local time) at the start of the interval when the row was generated. DateTime IE1 NULL DBDATETIME DateTime (in Central Controller local time) when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 227 All Tables Dialer_Detail

Page 246

Keys and NULL Option Data Type Description Name FK NULL DBINT DialerID of the dialer where the outbound call was initiated. DialerID NULL DBINT Unique identifier from the dialing list (DL_<CampaignID>_<QueryRuleID>) table in the outbound database. If the attempt is a Personal Callback, then this unique identifier refers to the PersonalCallbackListID field in the Personal_Callback_List table in the outbound database. DialingListID NULL DBINT Campaign mode the call was called. For field values, see Dialer Detail: DialingMode, on page 661. DialingMode NULL VARCHAR(50) First name of the contact FirstName NULL DBINT For SIP Dialer only. The internal reference ID used to identify failure occurring at the Dialer. The possible values are: 50100 = TRANSFER VALIDATION FAILURE 50101 = TRANSFER DEVICE FAILURE 50102 = INVALID STATIC ROUTE 50103 = STATIC ROUTE PING FAILURE 50104 = TRANSFER TIMEOUT for VOICE call 50105 = TRANSFER TIMEOUT for Answering Machine Call 50106 = INVALID PROVISIONAL MSG 50107 = 100REL UNSUPPORTED FutureUseInt1 NULL DBINT For SIP Dialer only. The value is the ISDN Q931 Disconnect Cause Code the SIP Dialer receives from gateway. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 - FutureUseInt8 NULL VARCHAR(64) For SIP Dialer only. The IP address for a gateway that makes an outbound call. In the deployment where the SIP Dialer connects to the SIP Proxy, the IP address is gateway that is selected to make the outbound call. FutureUseVarChar1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 228 All Tables Dialer_Detail

Page 247

Keys and NULL Option Data Type Description Name NULL VARCHAR(64) Reserved for future use. FutureUseVarChar2-4 NULL DBINT Amount of time a record is stored at a dialer. IdleTime NULL DBDATETIME The Unified ICM Central Controller date and time when the record was imported. ImportRuleDateTime NULL DBINT Do not use these fields. InternalUse1 - InternalUse11 NULL VARCHAR(50) Last name of the contact LastName NULL DBINT Maximum amount of time that signal is detected as active glitch (in mS). MaxActiveGlitchTime NULL DBINT Maximum amount of time that signal is detected as post speech silence glitch (in mS). MaxPostSpeechSilenceGlitchTime NULL DBINT Maximum ZCR standard deviation during the tone determination. MaxZCRstdev NULL DBINT The calculated noise threshold during the period for computing the noise floor. NoiseThreshold NULL DBINT The total numbers of active glitches before a speech energy is detected, or during the CPAMaxTermToneAnalysis period. NumOfActiveGlitches NULL DBINT The total numbers of post speech silence glitches. NumOfPostSpeechSilenceGlitches NULL DBINT Key assigned by the peripheral to the call associated with the event. PeripheralCallKey FK NULL DBINT Peripheral ID for the peripheral that the Agent is associated with. PeripheralID NULL VARCHAR(20) Phone number that was called. Phone NULL VARCHAR(8) Phone extension that was imported. PhoneExt NULL DBINT The identifier of the phone that was dialed. This can be any of phones 1 to 10. This field should be NULL for both Personal Callback calls and Regular Callback calls. PhoneID NULL DBINT Phone index in the campaign target sequence. This field should be NULL for both Personal Callback calls and Regular Callback calls. PhoneIndex Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 229 All Tables Dialer_Detail

Page 248

Keys and NULL Option Data Type Description Name NULL DBINT The time period the first active voice energy is detected after the customer answered the call in milliseconds. PickupTime NULL DBINT Reserved for future use PortNumber NULL DBINT The time that the Agent took to Accept, Skip, or Reject a customer call when the skill group is in preview mode and direct preview mode. PreviewTime NULL DBINT Internal reference ID used to identify the component class (PBX/VRU/ACD). The possible values are: • NULL for all DialerDetail records prior to 8.0. • 1 = SCCP • 2 = SIP ProtocolID FK NULL DBINT The query rule that the call was placed for. QueryRuleID Clustered Index, Not Null DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT The call duration (in milliseconds) that agent was reserved. In preview mode, this includes the time of the last preview and the time for dialing, performing CPA, and transferring the customer call to the agent. Note In predictive mode, if reserved agent gets disconnected even before connecting to a customer, this value will be NULL as the agent is not yet associated with the customer. In such cases, HoldTime of corresponding Termination Call Detail record will refer to agent reservation time. ReservationCallDuration IE3 NULL DBINT A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. RouterCallKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 230 All Tables Dialer_Detail

Page 249

Keys and NULL Option Data Type Description Name IE3 NULL DBINT The day that the call was taken and the Dialer_Detail record was created. This field contains a value only for calls that were translation-routed or post-routed to or from an ACD. Together with RouterCallKey, the Day value forms a unique 64-bit key for the call. The Dialer might not have this information for all calls. If it does, you can track all states of a call between the Route_Call_Detail and the Dialer_Detail tables by using the cradle-to-grave call tracking facility. (For calls that span a day, the day may not correspond to the day specified in the DateTime field.) RouterCallKeyDay NULL DBINT Amount of time that the signal is silent after speech detection to declare a live speech (in mS). SilencePeriod NULL DBINT Skill Group ID of the agent who handled the call. SkillGroupSkillTargetID NULL DBINT Amount of time that the answering machine terminating tone is detected after declaring answering machine detection (in mS). TermToneDetectionTime NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT ValidSpeechTime: Amount of time that energy is active for declaring speech energy. ValidSpeechTime NULL VARCHAR(40) Wrap up data that the outbound agent entered. WrapupData NULL DBSMALLINT The zone that was active at the time that the attempt was made. This can be 0 or 1. This field should be NULL for both Personal Callback calls and Regular Callback calls. ZoneIndex Dialer_Half_Hour This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It gets populated on central and HDS databases. This table contains statistics produced by Blended Agent when a dialing list is run. Each row provides half-hour statistics for a particular dialer. Related Table Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 231 All Tables Dialer_Half_Hour

Page 250

Dialer, on page 220 (via DialerID) Table 166: Indexes for Dialer_Half_Hour Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Dialer_Half_Hour DbDateTime Nonclustered located on PRIMARY XIE1Dialer_Half_Hour DateTime, DialerID, TimeZone Clustered, unique, primary key located on PRIMARY XPKDialer_Half_Hour The Dialer_Interval Table will be populate with 30/15 minute reporting data, depending on the Historical Reporting Interval setting for the PG. The Dialer_Half_Hour Table will not be populated with this data. Note Table 167: Fields in Dialer_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls made during the half hour interval that were abandoned. AbandonDetectToHalf NULL DBINT The number of calls in a half-hour period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer. AbandonToIVRToHalf NULL DBINT The number of preview/callback calls in a half-hour period that were rejected by the agent (these customers will not be dialed). AgentClosedDetectToHalf NULL DBINT The number of preview/callback calls in a half-hour period that were rejected by the agent. AgentRejectedDetectToHalf NULL DBINT Reserved for future use. AllPortsBusyCountToHalf NULL DBINT The number of calls made during the half hour interval in which an answering machines was detected. AnsweringMachineDetectToHalf NULL DBINT The number of calls in the half-hour period that detected a busy signal. BusyDetectToHalf NULL DBINT The total number of records scheduled for a callback. CallbackCountToHalf NULL DBINT The number of calls in a half-hour period that were dropped while ringing the customer's telephone. CancelledDetectToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 232 All Tables Dialer_Half_Hour

Image 1 from page 250

Page 251

Keys and NULL Option Data Type Description Name NULL DBINT The number of contacts dialed during the half hour interval. ContactsDialedToHalf NULL DBINT The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. CustomerAbandonDetectToHalf NULL DBINT The number of calls that were answered by the wrong party; the customer was not home. CustomerNotHomeCountToHalf PK NOT NULL DBSMALLDATE The Central Controller date and time at the start of the half-hour interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime PK, FK NOT NULL DBINT The dialer to which these statistics refer. DialerID NULL DBINT The total time all ports configured on the dialer spent dialing contacts during this half hour interval. This includes time spent in transfer and call progress detection. DialingTimeToHalf NULL DBINT The number of calls in a half-hour period that detected a FAX machine. FaxDetectToHalf NULL DBINT This field is temporarily being used to report the number of reservation calls that this Dialer attempted during this half hour. FutureUseInt1 NULL DBINT This field is temporarily being used to record the amount of time all dialer ports were busy during this half hour. The time is recorded in seconds. FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT The total time all ports configured on the dialer spent idle during a 30 minute interval. IdlePortTimeToHalf NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. LowNoiseVolumeToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 233 All Tables Dialer_Half_Hour

Page 252

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls in a half-hour period that detected a network answering machine. NetworkAnsMachineDetectToHalf NULL DBINT The number of calls made during the half hour interval which were not answered. NoAnswerDetectToHalf NULL DBINT The number of calls in a half-hour period not receiving dial tone. NoDialToneDetectToHalf NULL DBINT The number of calls in the current half hour period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call. NoRingBackDetectToHalf NULL DBINT The number of calls where the customer requested a personal callback. PersonalCallbackCountToHalf AK-1 NOT NULL DBFLT8 A value used internally by the system software to track virtual time. RecoveryKey NULL DBINT The total time all ports configured on the dialer spent reserving agents during the 30 minute interval. This may also include time in queue if the reservation script is using a queue node. ReservePortTimeToHalf NULL DBINT The number of calls made during the half-hour interval in which SIT tones were detected. SITToneDetectToHalf PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT The number of calls made during the half-hour interval in which a voice was detected. VoiceDetectToHalf NULL DBINT The number of calls where the customer phone number was incorrect (the customer did not live there). WrongNumberCountToHalf Dialer_Interval This section describes the Dialer Interval table. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 234 All Tables Dialer_Interval

Page 253

Table 168: Fields in Dialer_Interval Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls made during the reporting interval that were abandoned. AbandonDetect NULL DBINT The number of calls in a reporting interval period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer. AbandonToIVR NULL DBINT The number of preview/callback calls in a reporting interval period that the agent rejected. (These customers are not dialed. AgentClosedDetect NULL DBINT The number of preview/callback calls in a reporting interval period that the agent rejected. AgentRejectedDetect NULL DBINT Reserved for future use. AllPortsBusyCount NULL DBINT Time (in seconds) when all ports were utilized, and some dialer operations were not attempted because of a lack of port resources. AllPortsBusyTime NULL DBINT The number of calls made during the reporting interval in which an answering machine was detected. AnsweringMachineDetect NULL DBINT The number of calls in the reporting interval period that detected a busy signal. BusyDetect NULL DBINT The total number of records scheduled for a callback. CallbackCount NULL DBINT The number of calls in a reporting interval period that were dropped while ringing the customer's phone. CancelledDetect NULL DBINT The number of contacts dialed during the reporting interval. ContactsDialed NULL DBINT The number of calls in a reporting interval period that the customer abandonded after they picked up the phone. CustomerAbandonDetect NULL DBINT The number of calls that the wrong party answered; the customer was not home. CustomerNotHomeCount PK1, NOT NULL DBSMALLDATE The Central Controller date and time at the start of the reporting interval. DateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 235 All Tables Dialer_Interval

Page 254

Keys and NULL Option Data Type Description Name IE1, NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime PK2, NOT NULL DBINT The dialer to which these statistics refer. DialerID NULL DBINT The total time all ports configured on the dialer spent dialing contacts during this reporting interval. This includes time spent in transfer and call progress detection. DialingTime NULL DBINT The number of calls in a reporting interval period that detected a FAX machine. FaxDetect NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBINT The total time all ports configured on the dialer spent idle during a 30-minute interval. IdlePortTime NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Number of calls where the voice energy was not significant enough to count. LowNoiseVolume NULL DBINT The maximum number of dialer ports used during a 30-minute interval on the dialer. MaxDialerPorts NULL DBINT The number of calls in a reporting interval period that detected a network answering machine. NetworkAnsMachineDetect NULL DBINT The number of calls made during the reporting interval which were not answered. NoAnswerDetect NULL DBINT The number of calls in a reporting interval period not receiving dial tone. NoDialToneDetect NULL DBINT The number of calls in the current reporting interval period that did not receive a ringback tone, that the carrier or the network disconnected while ringing, or that were flagged with a data error or a no-value call. NoRingBackDetect NULL DBINT The number of calls where the customer requested a personal callback. PersonalCallbackCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 236 All Tables Dialer_Interval

Page 255

Keys and NULL Option Data Type Description Name AK1, NOT NULL DBFLT8 A value used internally by the system software to track virtual time. RecoveryKey NULL DBINT The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. ReportingHalfHour NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The only valid value is 30 (default). ReportingInterval NULL DBINT The number of times the dialer attempted to reserve agents during this interval. ReservationCallAttempts NULL DBINT The total time all ports configured on the dialer spent reserving agents during the 30-minute interval. This may also include time in queue if the reservation script is using a queue node. ReservePortTime NULL DBINT The number of calls made during the reporting interval in which SIT tones were detected. SITToneDetect PK3, NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT The number of calls made during the reporting interval in which a voice was detected. VoiceDetect NULL DBINT The number of calls where the customer phone number was incorrect. (The customer did not live there.) WrongNumberCount Dialer_Port_Map This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. If Outbound Option was not selected during setup, this table will contain no data. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 237 All Tables Dialer_Port_Map

Image 1 from page 255

Page 256

Maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to dialer ports. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Dialer_Port_Map records. The Primary Key (PK) is nonclustered. Related Table Dialer, on page 220 (via DialerID) Table 169: Indexes for Dialer_Port_Map Table index_keys index_description index_name DialerID, PortNumber clustered, unique, primary key located on PRIMARY XPKPort_Map Table 170: Fields in Dialer_Port_Map Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The dialer to which these statistics refer. DialerID NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 PK NOT NULL DBINT Identifies the particular dialer port on this dialer that matches the ACD port. PortNumber NULL varchar(32) Identifies the ACD station and its mapping to a dialer port. Station Dialer_Port_Real_Time This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Local database only. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 238 All Tables Dialer_Port_Real_Time

Page 257

Contains the current status of every telephone line for every dialer in Blended Agent. The Primary Key (PK) is nonclustered. Related Tables Dialer, on page 220 (via DialerID) Campaign, on page 156 (via CampaignID) Query_Rule, on page 362 (via QueryRuleID) Table 171: Indexes for Dialer_Port_Real_Time Table index_keys index_description index_name DialerID, PortNumber clustered, unique, primary key located on PRIMARY XPKDialer_Port_Real_Time Table 172: Fields in Dialer_Port_Real_Time Table Keys and NULL Option Data Type Description Name NULL VNAME32 If the port is dialing, this value is the account number (if available) being dialed. AccountNumber FK NULL DBINT If the port is dialing, this value indicates the campaign from which the contact being dialed was retrieved. CampaignID NOT NULL DBDATETIME The Central Controller date and time at which each row was saved. DateTime PK, FK NOT NULL DBINT The dialer to which these statistics refer. DialerID NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(32) If the port is dialing, this value is the phone number being dialed. PhoneNumber PK NOT NULL DBINT The dialer port (line) number within the current dialer. PortNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 239 All Tables Dialer_Port_Real_Time

Page 258

Keys and NULL Option Data Type Description Name NOT NULL DBINT The current line status (for example, dialing, on-hook, off-hook). To see the list of values, see Port Status, on page 664 . PortStatus FK NULL DBINT If the port is dialing, this value identifies the query rule from which the contact being dialed was retrieved. QueryRuleID Dialer_Real_Time This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Local database only. Contains statistics produced by Blended Agent when you check a dialing list. Each row provides real-time statistics for a particular dialer. The data in this table is reset nightly. Related table Dialer, on page 220 (via DialerID) Table 173: Indexes for Dialer_Real_Time Table index_keys index_description index_name DialerID clustered, unique, primary key located on PRIMARY XPKDialer_Log_Real_Time Table 174: Fields in Dialer_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls abandoned by customers since midnight. AbandonDetectToday NULL DBINT The number of calls in the current 30 minute period that had to be abandoned. However, the call was not disconnected. Instead, the call was transferred to an IVR that played a message to the customer. AbandonToIVRHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 240 All Tables Dialer_Real_Time

Page 259

Keys and NULL Option Data Type Description Name NULL DBINT Number or preview/call-back calls that were rejected by the agent in the current 30 minute period. (These customers will not be dialed.) AgentClosedDetectHalf NULL DBINT Number or preview/call-back calls that were rejected by the agent in the current 30 minute period. AgentRejectedDetectHalf NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of ports configured now. AllocatedPorts NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of times all ports were busy today. AllPortsBusyToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of times all ports were busy during the last 30 minute interval. AllPortsBusyToHalf NULL DBINT The number of answering machines detected since midnight. AnsweringMachineDetectToday NULL DBINT The number of busy signals detected since midnight. BusyDetectToday NULL DBINT The total number of records scheduled for a call-back. CallbackCount NULL DBINT The number of calls in the current 30 minute period that were dropped while ringing the customer phone. CancelledDetectHalf NULL DBINT The number of attempted calls since midnight. ContactsDialedToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of attempted calls within a half-hour period. ContactsDialedToHalf NULL Char(1) (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the CTI connection. CTI_Status NULL DBINT In the current half-hour period, the number of calls that were abandoned by the customer after they picked up the phone CustomerAbandonDetectHalf NULL DBINT Number of calls in a 30 minute period that were abandoned by the customer after they picked up the phone. CustomerNotHomeCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 241 All Tables Dialer_Real_Time

Page 260

Keys and NULL Option Data Type Description Name NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent dialing contacts today. This includes time spent in transfer and call progress detection. CustomerPortTimeToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent dialing contacts during the last 30 minutes. This includes time spent in transfer and call progress detection. CustomerPortTimeToHalf NOT NULL DBDATETIME The date and time this record was saved. DateTime PK, FK NOT NULL DBINT The dialer to which these statistics refer. DialerID NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the dialer as observed and reported by the Campaign Manager. DialerStatus NULL DBINT The number of calls in the current 30 minute period that detected a fax machine. FaxDetectHalf NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT The maximum number of ports used at the current time on the dialer. MaxDialerPortsNow NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent idle today. IdlePortTimeToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on this dialer spend idle during the last half hour. IdlePortTimeToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 242 All Tables Dialer_Real_Time

Page 261

Keys and NULL Option Data Type Description Name NULL Char(1) (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Status of the Media Routing connection. MRStatus NULL DBINT The number of calls in the current 30 minute period that detected a network answering machine. NetworkAnsMachineDetectHalf NULL DBINT The number of call attempts that were not answered since midnight. NoAnswerDetectToday NULL DBINT The number of calls in the current 30 minute period that did not receive dial tone. NoDialToneDetectHalf NULL DBINT The number of calls in the current 30 minute period that did not receive a ring-back tone, that were disconnected by the carrier or the network while ringing, or that were flagged with a data error or a no-value call. NoRingBackDetectHalf NULL DBINT The number of calls where the customer requested a personal call-back. PersonalCallbackCount NULL DBINT The number of ports that are in a working state, meaning that they are fully registered. RegisteredPorts NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on the dialer spent reserving agents today. ReservePortTimeToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total time all ports configured on this dialer spent reserving agents during the last half hour. ReservePortTimeToHalf NULL DBINT SIT tones detected since midnight. SITToneDetectToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The number of calls in a half-hour period that detected a network SIT tone. SITToneDetectToHalf NULL DBINT The number of calls answered by people since midnight. VoiceDetectToday NULL DBINT (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The total number of calls ending in an agent answering the call during the last half-hour. VoiceDetectToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 243 All Tables Dialer_Real_Time

Page 262

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls where the phone number was incorrect (the customer did not live there). WrongNumberCount Dialer_Skill_Group_Half_Hour THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Note This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It gets populated on central and HDS databases and provides historical reporting for campaigns running on a dialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces. Related Tables Dialer, on page 220 (via DialerID) Skill_Group, on page 493 (via SkillGroupSkillTargetID) Table 175: Indexes for Dialer_Skill_Group_Half_Hour Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Dialer_Skill_Group_Half_Hour DbDateTime Nonclustered located on PRIMARY XIE1Dialer_Skill_Group_Half_Hour DialerID, DateTime, SkillGroupSkillTargetID, TimeZone Clustered, unique primary key located on PRIMARY XPKDialer_Skill_Group_Half_Hour Table 176: Fields in Dialer_Skill_Group_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls in a half-hour period where the dialer abandoned a customer call. AbandonDetectToHalf NULL DBINT The number of calls in a half-hour period that had to be abandoned. However, instead of disconnecting the call on a customer, the call was transferred to an IVR which played a message to the customer. AbandonToIVRToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 244 All Tables Dialer_Skill_Group_Half_Hour

Image 1 from page 262

Page 263

Keys and NULL Option Data Type Description Name NULL DBINT The number of preview/callback calls in a half-hour period that were closeded by the agent (these customers will not be dialed). AgentClosedDetectToHalf NULL DBFLT4 Configured by the script editor, this is the percent of agents within the skill group that the dialer is allowed to reserve. AgentPercentToHalf NULL DBINT The number of preview/callback calls in a half-hour period that were rejected by the agent. AgentRejectedDetectToHalf NULL DBINT The number of calls in a half-hour period that detected an answering machine. AnsweringMachineDetectToHalf NULL DBINT The number of calls in a half-hour period that detected a busy signal. BusyDetectToHalf NULL DBINT The total number of records scheduled for a callback. CallbackCountToHalf NULL DBINT The number of calls in a half-hour period where the dialer cancelled a ringing customer call. CancelledDetectToHalf NULL DBINT The number of attempted calls within a half-hour period. ContactsAttemptedToHalf NULL DBINT The number of calls in a half-hour period that were abandoned by the customer after they picked up the telephone. CustomerAbandonDetectToHalf NULL DBINT The number of calls that were answered by the wrong party; the customer was not home. CustomerNotHomeCountToHalf PK NOT NULL DBSMALLDATE The central controller date and time at the start of the interval. DateTime IE1-Indexed NULL DBDATETIME The current date and time stamp when the records are written to the database. DbDateTime PK, FK NOT NULL DBINT The unique identifier of the Dialer. DialerID NULL Char(1) Indicates whether all of the necessary factors are in place to be dialing right now. (Y or N) This includes, but is not limited to, campaign activation and having available agents. DialerSkillGroupEnabled NULL Char(1) Mode of the campaign for this dialer as set in script editor for this skill group. (N=None, P=Preview, R=Predictive/Progressive, A=Callback) DialerSkillGroupMode Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 245 All Tables Dialer_Skill_Group_Half_Hour

Page 264

Keys and NULL Option Data Type Description Name NULL Char(1) Type or direction of the campaign as set in the script editor for this skill group (N=None, I=Inbound, O=Outbound, B=Blended) DialerSkillGroupType NULL DBINT The number of calls in a half-hour period that detected a FAX machine. FaxDetectToHalf NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBFLT4 Number of lines being dialed per agent right now. LinesPerAgentToHalf NULL DBINT Number of calls where the voice energy was not significant enough to count. LowNoiseVolumeToHalf NULL DBINT The number of calls in a half-hour period that detected a network answering machine. A network answering machine can be a network based IVR, or a network based answering service. NetworkAnsMachineDetectToHalf NULL DBINT The number of calls in a half-hour period that were not answered. NoAnswerDetectToHalf NULL DBINT The number of calls in a half-hour period that did not receive a dial tone. NoDialToneDetectToHalf NULL DBINT The number of calls in a half-hour period that did not receive a ring back tone. NoRingBackDetectToHalf NULL DBINT The number of calls where the customer requested a personal callback. PersonalCallbackCountToHalf AK1 NOT NULL DBFLT8 The unique record identifier. RecoveryKey NULL DBINT The number of calls in a half-hour period that detected a network SIT tone. SITToneDetectToHalf PK, FK NOT NULL DBINT The unique identifier of the skill group. SkillGroupSkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 246 All Tables Dialer_Skill_Group_Half_Hour

Page 265

Keys and NULL Option Data Type Description Name PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT The total number of calls ending in an agent answering the call during the last half-hour. Outbound Option: The number of calls in a half-hour period that detected a live person. VoiceDetectToHalf NULL DBINT The number of calls where the customer's phone number was incorrect (the customer did not live there). WrongNumberCountToHalf Dialer_Skill_Group_Real_Time THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE. Note This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Local database only. Real time reporting for how campaigns are running on a dialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces. Related Tables Dialer, on page 220 (via DialerID) Campaign, on page 156 (via CampaignID) Skill Group (via SkillGroupSkillTargetID) Table 177: Indexes for Dialer_Skill_Group_Real_Time Table index_keys index_description index_name DialerID, SkillGroupSkillTargetID clustered, unique primary key located on PRIMARY XPKDialer_Skill_Group_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 247 All Tables Dialer_Skill_Group_Real_Time

Image 1 from page 265

Page 266

Table 178: Fields in Dialer_Skill_Group_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBFLT4 Configured by the script editor, this is the percent of agents within this skill group that the dialer is allowed to reserve. AgentPercent NULL DBINT Count of calls that were answered today. This includes calls where agent marked the calls as a Wrong Number or Not Home. AnsweredCountToday NULL DBINT Count of calls that were answered to five. This includes calls where agent marked the calls as a Wrong Number or Not Home. AnsweredCountTo5 NULL DBINT Count of calls that were answered to half. This includes calls where agent marked the calls as a Wrong Number or Not Home. AnsweredCountToHalf NULL DBINT Calls abandoned during this time period. CallsAbandonedToday NULL DBINT Calls abandoned during this time period. CallsAbandonedTo5 NULL DBINT Calls abandoned during this time period. CallsAbandonedToHalf NULL DBINT Calls attempted during this time period. CallsAttemptedToday NULL DBINT Calls attempted during this time period. CallsAttemptedTo5 NULL DBINT Calls attempted during this time period. CallsAttemptedToHalf NULL DBINT Calls cancelled during this time period. CallsCancelledToday NULL DBINT Calls cancelled during this time period. CallsCancelledTo5 NULL DBINT Calls cancelled during this time period. CallsCancelledToHalf FK NULL DBINT The unique identifier for the Campaign. CampaignID NOT NULL DBDATETIME The central controller date and time at the start of the interval. DateTime PK, FK NOT NULL DBINT The unique identifier of the Dialer. DialerID NULL Char(1) Indicates whether all of the necessary factors are in place to be dialing right now (Y or N). This includes, but is not limited to, campaign activation and having available agents. DialerSkillGroupEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 248 All Tables Dialer_Skill_Group_Real_Time

Page 267

Keys and NULL Option Data Type Description Name NULL Char(1) Mode of the campaign for this dialer as set in script editor for this skill group. (N=None, P=Preview, R=Predictive/Progressive, A=Callback) DialerSkillGroupMode NULL Char(1) Type or direction of the campaign as set in the script editor for this skill group (N=None, I=Inbound, O=Outbound, B=Blended) DialerSkillGroupType NULL DBINT Errors detected during this time period including no ringback, reorder, no dialer tone. ErrorCountToday NULL DBINT Errors detected during this time period including no ringback, reorder, no dialer tone. ErrorCountTo5 NULL DBINT Errors detected during this time period including no ringback, reorder, no dialer tone. ErrorCountToHalf NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBINT Number of available records in the cache to dial right now. IdleRecords NULL DBFLT4 Number of lines being dialed per agent right now. LinesPerAgent PK, FK NOT NULL DBINT The unique identifier of the Skill Group. SkillGroupSkillTargetID NULL DBINT Number of records being used for dialing right now. UsedRecords NULL DBINT Customers contacted during this time period. VoiceCountToday NULL DBINT Customers contacted during this time period. VoiceCountTo5 NULL DBINT Customers contacted during this time period. VoiceCountToHalf ECC_Payload Each row contains information about the ECC_Payload. Use Unified ICM Configuration Manager to add, update, and delete ECC_Payload records. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 249 All Tables ECC_Payload

Page 268

Related Tables • ECC_Payload_Member, on page 250 (through ECCPayloadID) Table 179: Indexes for ECC_Payload Table index_keys index_description index_name ECCPayloadID Primary key XPKECC_Payload EnterpriseName Unique key XAK1ECC_Payload Table 180: Fields in ECC_Payload Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT A unique identifier for this ECC payload ECCPayloadID AK NOT NULL VNAME32 An enterprise name for the payload. This name must be unique among all enterprise routes within the business entity. EnterpriseName NOT NULL DESCRIPTION Additional information about the ECC payload Description NULL DBCHAR For future use SystemDefined NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBDATETIME Records the date and time when a record is added or updated. DateTimeStamp NULL DBINT For future use DepartmentID ECC_Payload_Member Each row contains information regarding the ECC_Payload_Member. Related Tables • ECC_Payload, on page 249 (through ECCPayloadID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 250 All Tables ECC_Payload_Member

Page 269

Table 181: Indexes for ECC_Payload_Member Table index_keys index_description index_name ECCPayloadID, ExpandedCallVariableID Primary key XPKECC_Payload_Member Table 182: Fields in ECC_Payload _Member Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT A unique identifier for this ECC payload ECCPayloadID PK NOT NULL DBSMALLINT A unique identifier for the call variable. ExpandedCallVariableID Enterprise_Route This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. Each row defines an enterprise-wide route composed of routes from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Route records. The Primary Key (PK) is nonclustered. The AlternateKey (AK) is clustered. Related Tables Business_Entity, on page 107 (via EntityID) Enterprise_Route_Member, on page 252 (via EnterpriseRouteID) Table 183: Indexes for Enterprise_Route Table index_keys index_description index_name EnterpriseName, EntityID clustered, unique, unique key located on PRIMARY XAK1Enterprise_Route EnterpriseRouteID nonclustered, unique, primary key located on PRIMARY XPKEnterprise_Route Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 251 All Tables Enterprise_Route

Page 270

Table 184: Fields in Enterprise_Route Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the enterprise route. Description AK-1 NOT NULL VNAME32 An enterprise name for this enterprise route. This name must be unique among all enterprise routes within the business entity. EnterpriseName PK NOT NULL DBINT Unique identifier for this enterprise route. EnterpriseRouteID AK-1, FK NOT NULL DBINT If partitioning is enabled, indicates the business entity to which this enterprise route belongs. EntityID Enterprise_Route_Member This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. It maps routes to enterprise routes. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Route_Member records. Related Table Enterprise_Route, on page 251 (via EnterpriseRouteID) Table 185: Indexes for Enterprise_Route_Member Table index_keys index_description index_name EnterpriseRouteID, RouteID clustered, unique, primary key located on PRIMARY XPKEnterprise_Route_Member Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 252 All Tables Enterprise_Route_Member

Page 271

Table 186: Fields in Enterprise_Route_Member Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Foreign key from the Enterprise_Route table. EnterpriseRouteID PK, FK NOT NULL DBINT Foreign key from the Route table. RouteID Enterprise_Service This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. Each row defines an enterprise-wide service composed of services from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Service records. Related Tables Business_Entity, on page 107 (via EntityID) Enterprise_Service_Member, on page 254 (via EnterpriseServiceID) Table 187: Indexes for Enterprise_Service Table index_keys index_description index_name EntityID, EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Enterprise_Service EnterpriseServiceID clustered, unique, primary key located on PRIMARY XPKEnterprise_Service Table 188: Fields in Enterprise_Service Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the enterprise service. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 253 All Tables Enterprise_Service

Page 272

Keys and NULL Option Data Type Description Name NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID AK-1 NOT NULL VNAME32 An enterprise name for this enterprise service. This name must be unique among all enterprise services within the business entity. EnterpriseName PK NOT NULL DBINT Unique identifier for this enterprise service. EnterpriseServiceID AK-1, FK NOT NULL DBINT If partitioning is enabled, indicates the business entity to which the enterprise service belongs. EntityID Enterprise_Service_Member This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. It maps services to enterprise services. Use Unified ICM Configuration Manager to add or delete Enterprise_Service_Member records. Related tables Enterprise_Service, on page 253 (via EnterpriseServiceID) Service, on page 452 (via SkillTargetID) Table 189: Indexes for Enterprise_Service_Member Table index_keys index_description index_name SkillTargetID nonclustered located on PRIMARY XIE1Enterprise_Service_Member EnterpriseServiceID, SkillTargetID clustered, unique, primary key located on PRIMARY XPKEnterprise_Service_Members Table 190: Fields in Enterprise_Service_Member Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Foreign key from the Enterprise Service table. EnterpriseServiceID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 254 All Tables Enterprise_Service_Member

Page 273

Keys and NULL Option Data Type Description Name PK, FK, IE-1 NOT NULL DBINT Foreign Key from the Service table. SkillTargetID Enterprise_Skill_Group This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. Each row defines an enterprise-wide skill group composed of skill groups from different peripherals. Use Unified ICM Configuration Manager to add, update, and delete Enterprise_Skill_Group records. Related Tables Business_Entity, on page 107 (via EntityID) Enterprise_Skill_Group_Member, on page 256 (via EnterpriseSkillGroupID) Table 191: Indexes for Enterprise_Skill_Group Table index_keys index_description index_name EntityID, EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Enterprise_Skill_Group EnterpriseSkillGroupID clustered, unique, primary key located on PRIMARY XPKEnterprise_Skill_Group Table 192: Fields in Enterprise_Skill_Group Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the enterprise skill group. Description NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 255 All Tables Enterprise_Skill_Group

Page 274

Keys and NULL Option Data Type Description Name AK-1 NOT NULL VNAME32 An enterprise name for this enterprise skill group. This name must be unique among all enterprise skill groups within the business entity. EnterpriseName PK NOT NULL DBINT Unique identifier for this enterprise skill group. EnterpriseSkillGroupID AK-1, FK NOT NULL DBINT If partitioning is enabled, indicates the business entity to which the enterprise skill group belongs. EntityID Enterprise_Skill_Group_Member This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. It maps skill groups to enterprise skill groups. Use Unified ICM Configuration Manager to add or delete Enterprise_Skill_Group_Member records Related Tables Enterprise_Skill_Group, on page 255 (via EnterpriseSkillGroupID) Skill_Group, on page 493 (via SkillTargetID) Table 193: Indexes for Enterprise_Skill_Group_Member Table index_keys index_description index_name SkillTargetID nonclustered located on PRIMARY XIE1Enterprise_Skill_Group_Mem EnterpriseSkillGroupID, SkillTargetID clustered, unique, primary key located on PRIMARY XPKEnterprise_Skill_Members Table 194: Fields in Enterprise_Skill_Group_Member Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Foreign Key from the Enterprise Skill Group table. EnterpriseSkillGroupID PK, FK, IE-1 NOT NULL DBINT Foreign Key from the Skill Group table. SkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 256 All Tables Enterprise_Skill_Group_Member

Page 275

Event This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Central database only. Contains system events generated by the system software. Table 195: Indexes for Event Table index_keys index_description index_name CentralControllerFileTime nonclustered located on PRIMARY XIE1Event MessageId nonclustered located on PRIMARY XIE2Event RecoveryKey clustered, unique, primary key located on PRIMARY XPKEvent Table 196: Fields in Event Table Keys and NULL Option Data Type Description Name NULL varbinary(max) Optional event binary data. BinData NULL VNAME32 The type of message. Category IE-1 NOT NULL DBDATETIME File Time event was processed at the Central Controller. CentralControllerFileTime NOT NULL DBINT Time zone at the Central Controller. The value is the offset in minutes from UTC (formerly called GMT). CentralControllerTimeZone NOT NULL DBINT Virtual Time event was processed at the Central Controller. CentralControllerVirtualTime NOT NULL DBINT The customer ID. CustomerId NULL DBINT Optional event DWORD. Dword1 NULL DBINT Optional event DWORD Dword2 NULL DBINT Optional event DWORD. Dword3 NULL DBINT Optional event DWORD. Dword4 NULL DBINT Optional event DWORD. Dword5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 257 All Tables Event

Page 276

Keys and NULL Option Data Type Description Name NOT NULL DBINT Message ID from message compiler. MessageId NULL DESCRIPTION Contents of message. MessageString NOT NULL VNAME32 Name of the process that originated the event. ProcName NOT NULL DBINT A value used internally by the system software to track virtual time. RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL varchar(16) The level of the message. Severity NOT NULL DBCHAR Side of event originator: • A orB = Paired processes • \0 = A non-paired process Side NOT NULL DBDATETIME File time event was generated (originator's time). SourceFileTime NULL VNAME32 Name of the node that generated the event. SourceSystemName NOT NULL DBINT Virtual time event was generated (originator's time). SourceVirtualTime NOT NULL DBINT Status code value. StatusCode NULL DESCRIPTION String associated with the status code. StatusCodeString NOT NULL DBSMALLINT Classification of the value in StatusCode field. StatusCodeType NULL varchar(240) Optional event string. String1 NULL varchar(240) Optional event string. String2 NULL varchar(240) Optional event string. String3 NULL varchar(240) Optional event string. String4 NULL varchar(240) Optional event string. String5 NOT NULL DBSMALLINT DMP system ID of the event originator. For a CallRouter or Logger, this value is always 0. SystemId Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 258 All Tables Event

Page 277

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The type of system that generated the event. To see the list of values, see Event Fields, on page 661. SystemType NOT NULL DBSMALLINT EMS version number. VersionNum Expanded_Call_Variable This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row describes an expanded call variable. Use Unified ICM Configuration Manager to add, update, and delete Expanded_Call_Variable records. Related tables Route_Call_Variable, on page 391 (via ExpandedCallVariableID) Termination_Call_Variable, on page 585 (via ExpandedCallVariableID) Table 197: Indexes forExpanded_Call_Variable Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Expanded_Call_Variable ExpandedCallVariableID clustered, unique, primary key located on PRIMARY XPKExpanded_Call_Variable Table 198: Fields in Expanded_Call_Variable Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y= Yes • N = No Deleted NULL DESCRIPTION Additional information about the call variable. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 259 All Tables Expanded_Call_Variable

Page 278

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates whether the call variable is an array: • Y= Yes • N = No ECCArray NOT NULL DBCHAR Indicates whether the call variable is currently enabled: • Y = Yes • N = No Enabled AK-1 NOT NULL VNAME32 An enterprise name for this call variable. This name must be unique among all expanded call variables within the business entity. EnterpriseName PK NOT NULL DBSMALLINT A unique identifier for the call variable. ExpandedCallVariableID NOT NULL DBCHAR Indicates whether the call variable is provided by Cisco: • Y= Yes • N= No GeoTelProvided NULL DBINT If the call variable is an array, the maximum number of elements in the array: 1 to 255. MaximumArraySize NOT NULL DBINT The maximum length of the call variable value: 1 to 210. MaximumLength Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 260 All Tables Expanded_Call_Variable

Page 279

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Y or N. Default is N. Specifies whether or not each individual ECC variable is persistent (is written to the historical database with the TCD or RCD record). The 'Persistent' value is configurable using the Expanded Call Context Variable list tool. For newly-added ECC variables, the checkbox for the Peristent value is unchecked; that is, the default value is 'N'. To change the value to 'Y', check this box in the configuration tool. In an upgrade, pre-existing ECC variables, which were previously persistent by default, are not changed; they remain 'Y'. You may reconfigure them to 'N' Note Only persistent ECC variables (those set to 'Y' ) are written to the database. Non-persistent ECC variables (those set to 'N' ) are not written to the database, but they can be used in routing scripts. Persistent Feature_Control_Set This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. It contains information about the different feature sets that may be used by different users. The Feature Control Set List tool is not available on a limited AW. Note Use Unified ICM Configuration Manager to add, update, and delete Feature_Control_Set records. Related tables User_Group, on page 599 (via FeatureSetID) Customer_Definition, on page 207 (via FeatureSetID) Table 199: Indexes for Feature_Control_Set Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAKFeature_Control_Set Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 261 All Tables Feature_Control_Set

Image 1 from page 279

Page 280

index_keys index_description index_name FeatureSetID clustered, unique, primary key located on PRIMARY XPKFeature_Control_Set Table 200: Fields in Feature_Control_Set Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP This value is incremented when the record is changed in the central database. ChangeStamp NULL DateTimeStamp Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION A description of the feature set. Description AK NOT NULL VNAME32 A unique name among all feature sets in the enterprise. EnterpriseName NULL varbinary(max) Contains all the information about the feature set. FeatureSetData PK NOT NULL DBINT A unique identifier for this feature set. FeatureSetID Global_Configuration This table defines the global configuration at the Unified CCE level. The Global Configuration table provides the flexibility of adding new configuration dynamically from the Unified CCE Administration instance. Table 201: Fields in Global_Configuration Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The email address of the Agent belongs to either ECE and Webex Connect. ConfigurationID NOT NULL VARCHAR(128) The name of the global configuration. ConfigurationName NOT NULL VARCHAR(256) The value of the global configuration. ConfigurationValue NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 262 All Tables Global_Configuration

Page 281

ICR_Globals This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Contains a single record containing general information about the Unified ICM configuration. You can use Unified ICM Configuration Manager to modify some fields of the ICR_Globals records. Related Tables Call_Type, on page 112(DefaultCallTypeID maps to Call_Type.CallTypeID) Network_Vru, on page 316 (DefaultNetworkTargetID maps to Network_VRU.NetworkTargetID) Table 202: Fields in ICR_Globals Table Keys and NULL Option Data Type Description Name NULL DBCHAR Reserved for future use. AnalyzerIntegrated FK NOT NULL DBINT The ID for the entry in the Bucket_Interval Table used for all CallTypes as the default Bucket Intervals. The default value is 1. This fields applies for Call type, Skill Group and Precision Queues. BucketIntervalID NOT NULL VARCHAR(190) The name of the NT domain that contains the Central Controller. CCDomainName NULL DBINT The number of digits of CLID to mask. CLIDMaskingDigitsToMask NOT NULL DBCHAR Valid options are: • Y = CLID masking is enabled. • N = CLID masking is not enabled. CLIDMaskingEnable NULL varchar(1) The character to use when masking digits. CLIDMaskingMaskCharacter NULL DBCHAR Valid options are: • Y = Remove digits. • N = Mask digits. CLIDMaskingRemoveDigits NULL DBSMALLINT The minimum time in seconds an incoming call must be in process (in queue, listening to announcements, answering prompts) before being considered an abandoned call if the caller ends the call. The default value is 5. CallTypeAbandonCallWaitTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 263 All Tables ICR_Globals

Page 282

Keys and NULL Option Data Type Description Name NULL DBINT The time in seconds to be used as the service level threshold. The default value is 20. CallTypeServiceLevelThreshold NULL DBSMALLINT Default value that indicates how the system software calculates the service level (that is, how it handles abandoned calls in CallTypeServiceLevelType calculating the service level). The default value is 1 - Ignoreabandoned calls. CallTypeServiceLevelType NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(32) Name of the customer. CompanyName NOT NULL DBCHAR Reserved for future use. CompatibleECCPayloadRules NULL varbinary(max) An encrypted connectionData string used to access the Context Service APIs. The connection data is set when the user registers with the Context Service using the Unified CCE Administration web application. ContextServiceConnectionData NULL Varchar(32) Default CVP Survey App Name Reserved for future use. CVPCxSurveyAppName NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp FK NULL DBINT Identifies a general default call type. This default is used if a call does not map to a specific call type and no default call type is defined for the associated routing client. DefaultCallTypeID FK NULL DBINT Identifies the default network VRU to use for a customer that has no network VRU defined or for a dialed number that is not associated with a customer. DefaultNetworkTargetID NOT NULL DBCHAR Indicates whether expanded call context is enabled for the Unified ICM. Valid options are: • Y = ECC is enabled • N= (Default) ECC is not enabled. EnableExpandedCallContext NOT NULL DBCHAR Enable/Disable PG to CC HH Throttling. The default value is Y. EnableHHThrottle Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 264 All Tables ICR_Globals

Page 283

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Enables the use of an external authenticator with the Configuration Management Service (CMS) for the LoginName in the Person table. Valid options are: • Y = External authenticator enabled. • N= External authenticator not enabled. ExternalAuthentication NULL Varchar (255) Name of external DLL to be used for script validation. ExternalScriptValidation NULL DBCHAR Flag to enable SHA256 encryption for Agent passwords. GlobalSecureFlag NOT NULL DBINT The value indicates router to calculate Call Type and Call Type Skill Group data for that interval. Default: 30. HistoricalReportingInterval NOT NULL DBINT • 1 = Standard ICRType NULL DBINT Which of the allowed Unified CCE "simplified" deployment options the user has selected in the web-based config "Deployment Wizard". IPCCDeploymentType NOT NULL DBINT The state of the Unified CCE deployment as known by the web-based config "Deployment Wizard." Values • 0 - Not Done. Value 0 inserted at database create-time. • 1 - Aborted. • 2 - Done. IPCCDeploymentState NOT NULL DBSMALLINT Maximum number of script versions to retain for each master script. If the value is 0, all versions are retained. KeepNScriptVersions Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 265 All Tables ICR_Globals

Page 284

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Specifies whether or not LoginNames in the Person table are case-sensitive. Valid options are: • Y = Indicates that LoginNames in the Person table are case sensitive. • N = Indicates that the case of LoginNames in the Person table does not matter. Note (1) Changing this property will cause ALL person login names in the database to be changed appropriately. (2) It is possible that not all person records can be converted from case sensitive to not case sensitive or the reverse. This can happen if changing the case causes a name conflict with other login names in the system. LoginCaseUnique NULL DBINT The maximum value to be used as a correlation value for calls sent to a network VRU. MaxCorrelationNumber NOT NULL DBINT The maximum number of partitions that can be configured for the system if partitioning is enabled. MaxPartitions NULL DBINT The minimum value to be used as a correlation value for calls sent to a network VRU. MinCorrelationNumber NOT NULL DBINT Specifies a minimum password length for a Person. MinPasswordLength NOT NULL DBINT The shortest interval, in seconds, at which an administrative script can be scheduled. MinScriptSchedTime NULL DBINT For future use. PQAgentOrdering NULL DBINT For future use. PQServiceLevelThreshold NULL DBSMALLINT For future use. PQServiceLevelType NULL DBCHAR Indicates whether or not partitioning is enabled. Valid options are: • Y = Partitioning is enabled. • N = Partitioning is not enabled. Note Partitioning was obsoleted in Unified CCE Release 9.0(1). Database partitioning, if enabled, prevents upgrade to Unified CCE Release 11.5(1). You must remove database partitioning before running Unified CCE Release 11.5(1) installer. PartitioningIndicator Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 266 All Tables ICR_Globals

Page 285

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Indicates if every component on the system can handle encoded passwords (PGs, 3rd Party applications, and so forth) • 1 = MD5 • 2 = SHA-2 The default is 1. PasswordType NOT NULL DBSMALLINT Indicates whether SSO is enabled: • 0 = SSO not enabled (default) • 1 = SSO enabled • 2 = Hybrid, SSO and non-SSO logins are both in use SSOEnabled ICR_Instance This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row defines an Unified ICM instance. For a Client ICM, you should configure an instance for each associated Server ICM. Use Unified ICM Configuration Manager to create, update, or delete an Unified ICM instance. Related Tables Application_Gateway, on page 84 (via ICRInstanceID) Customer_Definition, on page 207 (via ICRInstanceID) ICR_Node, on page 269 (via ICRInstanceID) Table 203: Indexes for ICR_Instance Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1ICR_Instance NetworkICRInstanceID nonclustered located on PRIMARY XIE1ICR_Instance ICRInstanceID clustered, unique,primary key located on PRIMARY XPKICR_Instance Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 267 All Tables ICR_Instance

Page 286

Table 204: Fields in ICR_Instance Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Any additional information about the instance. Description AK-1 NOT NULL VNAME32 An enterprise name for the instance. This name must be unique for all Unified ICM instances in the enterprise. EnterpriseName PK NOT NULL DBINT A unique identifier for the instance. ICRInstanceID NULL DBBIGINT Key value this instance received from the NAM with the last configuration update. LastUpdateKey FK, IE-1 NULL DBINT The Network Unified ICM instance, if any, associated with the instance. NetworkICRInstanceID NOT NULL DBINT The number the identifies the instance in Web Setup. Number NOT NULL DBSMALLINT Indicates whether the instance is Network ICM or a Customer ICM. Type ICR_Locks This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Contains information about system locks currently held by users. Table 205: Indexes for ICR_Locks Table index_keys index_description index_name LockType, LockID clustered, unique, primary key located on PRIMARY XPKICR_Locks Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 268 All Tables ICR_Locks

Page 287

Table 206: Fields in ICR_Locks Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL varchar(255) Additional information the system software maintains for the lock. DataFld NOT NULL DBDATETIME The date and time at which the lock was obtained. DateTime PK NOT NULL DBINT Identifies the object that is locked. For example, for a Script lock, LockID holds the ScriptID value. LockID NOT NULL DESCRIPTION The name of the object that is locked. For example, for a Script lock, LockName holds the name of the script. LockName PK NOT NULL DBINT The type of the lock. To see values, see ICR Locks Fields, on page 662. LockType NOT NULL DBINT Indicates whether the system software should automatically release the lock when the associated data are saved to the system database. ReleaseOnSend NOT NULL VNAME32 The system from which the user obtained the lock. SystemName NOT NULL varchar(64) The name of the user who holds the lock. UserName ICR_Node This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row represents a real- time distributor associated with an Unified ICM instance. On a Network ICM, you must configure the distributors associated with each Customer ICM. The Network ICM needs this information to forward certain configuration changes. Use Unified ICM Configuration Manager to create, modify, or delete an Unified ICM node. Related Table ICR_Instance, on page 267(via ICRInstanceID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 269 All Tables ICR_Node

Page 288

Table 207: Indexes for ICR_Node Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1ICR_Node ICRInstanceID nonclustered located on PRIMARY XIE1ICR_Node ICRNodeID clustered, unique, primary key located on PRIMARY XPKICR_Node Table 208: Fields in ICR_Node Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(255) Parameters to be passed to the node at initialization. ConfigParam NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the node. Description NOT NULL varchar(64) The name of the NT domain that contains the node. DomainName AK-1 NOT NULL VNAME32 An enterprise name for the node. This name must be unique for all nodes in the enterprise. EnterpriseName FK, IE-1 NOT NULL DBINT The Unified ICM instance associated with the node. ICRInstanceID PK NOT NULL DBINT A unique identifier for the node. ICRNodeID NOT NULL VNAME32 The host name of the machine on which the node runs. SystemName NOT NULL DBSMALLINT The type of node: • 1 = Primary Distributor • 2 = Backup Distributor Type Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 270 All Tables ICR_Node

Page 289

ICR_View This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Each ICR_View describes how the system software interprets the data imported for a schedule. The individual columns within the view are described in associated View_Column rows. Related Table Schedule, on page 428 (via ICRViewID) View_Column, on page 606 (via ICRViewID) Table 209: Indexes for ICR_View Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1ICR_View ICRViewID clustered, unique, primary key located on PRIMARY XPKICR_View Table 210: Fields in ICR_View Table Keys and NULL Option Data Type Description Name NOT NULL VNAME32 The name of the table in the system from which it is imported. BaseTableName NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the view. Description AK-1 NOT NULL VNAME32 A unique name for the view. EnterpriseName PK NOT NULL DBINT A unique identifier for the view. ICRViewID NOT NULL DBCHAR Indicates whether fields in the Schedule Import table can be read directly rather than through a view. Valid options are: • Y = Yes • N = No ReadBaseTable Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 271 All Tables ICR_View

Page 290

Keys and NULL Option Data Type Description Name NOT NULL VNAME32 The name of the view. ViewName NOT NULL DBINT The type of view. ViewType Ids This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Indicates whether a specific object type supports row-level security. For those object types that do support row-level security, the Ids table contains one row for each object of that type. Related Tables Object_List, on page 321 (via ObjectType) Object_Security, on page 322 (via ObjectType + ObjectID) User_Security_Control, on page 602 (via ObjectType + ObjectID) Table 211: Indexes for IDs Table index_keys index_description index_name ObjectType, ObjectID clustered, unique, primary key located on PRIMARY XPKIds Table 212: Fields in Ids Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Identifies a specific object for which row-level security is supported. If the object type does not support row-level security, this value is 0. ObjectID PK, FK NOT NULL DBINT Identifies the object type. ObjectType NOT NULL DBINT Identifies the object's parent. A value of 0 indicates that the object has no parent. ParentObjectID NOT NULL DBINT Identifies the object type of the object's parent. For example, a peripheral is a parent to its trunk groups. A value of 0 indicates that the object has no parent. ParentObjectType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 272 All Tables Ids

Page 291

Import_Log This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. It gets populated on central and HDS databases. This table contains information about schedule import operations that have been performed. The system software automatically creates an Import_Log row each time it imports schedule information. The Primary Key (PK) is nonclustered. Related Table Schedule, on page 428 (via ScheduleID) Table 213: Indexes for Import_Log Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Import_Log DateTime, ScheduleID, TimeZone Clustered, unique, primary key located on PRIMARY XPKImport_Log Table 214: Fields in Import_Log Table Keys and NULL Option Data Type Description Name PK NOT NULL DBDATETIME The date and time when the row was generated. DateTime NOT NULL VNAME32 The operation that was logged; for example Import or Edit. LogOperation NOT NULL DESCRIPTION Indicates 'Success' or describes an error. Message AK-1 NOT NULL DBFLT8 A value used internally by the system software to track virtual time. RecoveryKey NOT NULL DBINT The number of rows imported or modified. RowsCopied PK, FK NOT NULL DBINT Identifies the schedule affected. ScheduleID PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 273 All Tables Import_Log

Page 292

Keys and NULL Option Data Type Description Name NOT NULL VNAME32 The workstation from which data was imported. WorkstationName Import_Rule This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Contains a list of all the import rules and their associated import lists. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule records. If Outbound Option was not selected during setup, this table will contain no data. Note Related Tables Query_Rule, on page 362 (via ImportRuleID) Import_Rule_Clause, on page 278 (via ImportRuleID) Import_Rule_History, on page 280 (via ImportRuleID) Import_Rule_Real_Time, on page 281 (via ImportRuleID) Table 215: Indexes for Import_Rule Table index_keys index_description index_name ImportRuleName nonclustered, unique, unique key located on PRIMARY XAK1Import_Rule ImportRuleID clustered, unique, primary key located on PRIMARY XPKImport_Rule Table 216: Fields in Import_Rule Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Identifies whether this import rule was created using the Outbound API: • Y = campaign created using the API • N = campaign created using the Outbound Option Import Rule tool in the ICM Configuration Manager APIGenerated Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 274 All Tables Import_Rule

Image 1 from page 292

Page 293

Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL varchar(64) The name of the contact table into which this file is to be imported. ContactTableName NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DBINT The day of the month to run this import. Only used when MonthlyEnabled is set to Y. DayOfMonth NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NOT NULL DBCHAR Indicates whether file is fixed format, comma delimited, or pipe delimited. • F = Fixed format • C = Comma delimited • P = Pipe delimited DelimiterType NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID NOT NULL DBCHAR A flag that indicates whether this import should be run at the scheduled time: • Y = Run at scheduled time. • N = Do not run at scheduled time. Enabled NULL varchar(255) The directory where the file to be imported is stored. UNC naming convention. FilePath NOT NULL DBCHAR Valid options include: • Y = Import files are imported as soon as they are created. After the import is complete, the import file is renamed or deleted. • N = Import files are not imported as soon as they are created. FilePollingEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 275 All Tables Import_Rule

Page 294

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Flag that indicates if this import should be performed every Friday: • Y = Perform import every Friday. • N = Do not perform import every Friday. FridayEnabled NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 PK NOT NULL DBINT A unique identifier for this import rule. ImportRuleID AK-1 NOT NULL VNAME32 The customer-entered name for this import rule. ImportRuleName NOT NULL DBINT Indicates if this is a Contact Import or a Do-Not-Call import: • Y = The import type is Contact Import. • N = = The import type is Do-Not-Call. ImportType NOT NULL DBCHAR Flag that indicates if this import should be performed every Monday: • Y = Perform import every Monday. • N = Do not perform import every Monday. MondayEnabled NOT NULL DBCHAR If enabled, this import schedule will run based on the day of the month instead of the current week day: • Y = Import will occur one day per month. • N = Import will occur on a daily/weekly basis. MonthlyEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 276 All Tables Import_Rule

Page 295

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates whether a contact table that already exists should be overwritten: • Y = Yes, overwrite • N = = No, append to. OverwriteEnabled NOT NULL DBCHAR Valid options include: • Y = The import file must be renamed after it is imported; otherwise, it will be deleted. • N = The import file need not be renamed. RenameEnabled NOT NULL DBSMALLINT The number of import tile versions that are maintained. After an import file is imported, its name can be appended with a .001 through .nnn. RenameMaxVersions Not in use. SPPostImportEnabled Not in use. SPPreImportEnabled NOT NULL DBCHAR Flag that indicates if this import should be performed every Saturday: • Y = Perform import every Saturday. • N = Do not perform import every Saturday. SaturdayEnabled NOT NULL DBINT The hour at which the import should start. Hours are in 24-hour format and are based on Central Controller time. ScheduleStartHours NOT NULL DBINT The minute at which the import should start, based on Central Controller time. ScheduleStartMinutes NOT NULL DBCHAR Flag that indicates if this import should be performed every Sunday: • Y = Perform import every Sunday. • N = Do not perform import every Sunday. SundayEnabled NOT NULL DBCHAR Flag that indicates if this import should be performed every Thursday: • Y = Perform import every Thursday. • N = Do not perform import every Thursday. ThursdayEnabled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 277 All Tables Import_Rule

Page 296

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Flag that indicates if this import should be performed every Tuesday: • Y = Perform import every Tuesday. • N = Do not perform import every Tuesday. TuesdayEnabled NOT NULL DBCHAR Flag that indicates if this import should be performed every Wednesday: • Y = Perform import every Wednesday. • N = Do not perform import every Wednesday. WednesdayEnabled Import_Rule_Clause This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Defines the portions of an import list to be imported by the Blended Agent Import Rule process. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule_Clause records. If Outbound Option was not selected during setup, this table will contain no data. Note Related Table Import_Rule, on page 274 (via ImportRuleID) Table 217: Indexes for Import_Rule_Clause Table index_keys index_description index_name ImportRuleID, SequenceNumber clustered, unique, primary key located on PRIMARY XPKImport_Rule_Clause Table 218: Fields in Import_Rule_Clause Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Indicates how many positions after the decimal point. DecimalPlaces Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 278 All Tables Import_Rule_Clause

Image 1 from page 296

Page 297

Keys and NULL Option Data Type Description Name NOT NULL varchar(64) The name of the column within the contact table into which the corresponding field within the import file will be inserted. FieldName NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 PK, FK NOT NULLNULL DBINT The import rule to which this clause belongs. ImportRuleID NOT NULL DBCHAR Valid options include: • Y = Index will be created on this column. • N = Index will not be created on this column. IndexColumnEnabled NOT NULL DBINT The length of the column. Length NOT NULL DBCHAR Valid options include: • Y = Column allows a NULL entry. • N = Column does not allow NULL values. NullEnabled PK NOT NULL DBINT The index for clauses within a given import rule. SequenceNumber NULL DBINT The name of a Blended Agent standard column to which this field will default. StandardColumnType NOT NULL DBINT The data type of the column. Type Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 279 All Tables Import_Rule_Clause

Page 298

Import_Rule_History This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. It gets populated on central and HDS databases. This table contains the history of every Blended Agent import and shows how many records have succeeded and failed. Related Table Import_Rule, on page 274 (via ImportRuleID) Table 219: Indexes for Import_Rule_History Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Import_Rule_History StartDateTime, ImportRuleID, TimeZone Clustered, unique, primary key located on PRIMARY XPKImport_Rule_History Table 220: Fields in Import_Rule_History Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The number of records that had errors while importing. BadRecords NOT NULL DBDATETIME The date and time when the import was finished. EndDateTime NOT NULL DBINT The number of records successfully imported so far. GoodRecords NULL DBINT 0 = Append, 1 = Overwrite ListImportType NULL DBINT 1 = Contact List, 2 = Do Not Call List ImportType NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT Number of records which were imported to DialingLists. This number may be larger than the number of records in the import if this import list is associated with more than one campaign query rule. ImportedToDialingListCount Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 280 All Tables Import_Rule_History

Page 299

Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The current active import. ImportRuleID AK-1 NOT NULL DBFLT8 A value used internally by the system software to track virtual time. RecoveryKey PK NOT NULL DBDATETIME The date and time when the import was started. StartDateTime PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NOT NULL DBINT The total number of records contained in the import file. TotalRecords NULL DBINT Number of records which did not match any of the existing region prefixes, thus getting the default campaign time zone. UnmatchedRegionPrefixCount Import_Rule_Real_Time This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Local database only. Contains the name and current status of the import list that is currently being generated by the Blended Agent Import Rule process. Related Table Import_Rule, on page 274 (via ImportRuleID) Table 221: Indexes for Import_Rule_Real_Time Table index_keys index_description index_name ImportRuleID clustered, unique, primary key located on PRIMARY XPKImport_Rule_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 281 All Tables Import_Rule_Real_Time

Page 300

Table 222: Fields in Import_Rule_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT The number of records that had errors while being imported. (Note: A new-line character with a space character can result in a bad record. For example, if you enter 10 customer records into a text file and then press the Enter key after the 10th record, an 11th "bad record" is created by this process.) BadRecords NOT NULL DBDATETIME The date and time when the import was changed. DateTime NULL DBDATETIME The date and time at which this import was started. DateTimeStart NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT The number of records successfully imported so far. GoodRecords PK, FK NOT NULL DBINT The current active import. ImportRuleID NULL DBINT The real-time import status: 380, Import Begin; 385, Import Update; 420, Import End; 430, DNC Begin; 450 DNC End. Status NULL DBINT A count of all records within an import file. TotalRecords Import_Schedule This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Defines a command that the system software runs periodically to import data into a schedule. Use the Workforce Management Integration System to schedule import operations. Related Tables Schedule, on page 428 (via ScheduleID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 282 All Tables Import_Schedule

Page 301

Table 223: Indexes for Import_Schedule Table index_keys index_description index_name ScheduleID nonclustered located on PRIMARY XIE1Import_Schedule ImportScheduleID clustered, unique, primary key located on PRIMARY XPKImport_Schedule Table 224: Fields in Import_Schedule Table Keys and NULL Option Data Type Description Name NOT NULL varchar(255) The command the system software runs to import the data. AtCommand NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the schedule import. Description PK NOT NULL DBINT A unique identifier for the Import Schedule record. ImportScheduleID FK NOT NULL DBINT Identifies the Schedule for which the data is imported. ScheduleID NOT NULL VNAME32 The host name of the workstation from which the system software imports schedule data. WorkstationName Label This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Device, on page 618. Defines the label that is sent to the routing client for each Network Target value. Use the Unified ICM Configuration Manager to add, update, and delete Label records. Related Tables Customer_Definition, on page 207 (via CustomerDefinitionID) Dialed_Number, on page 215 (via LabelID) Dialed_Number_Label, on page 217(via LabelID) Network_Target, on page 310(via NetworkTargetID) Network_Vru, on page 316 (via LabelID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 283 All Tables Label

Page 302

Routing_Client, on page 416 (via RoutingClientID) Table 225: Indexes for Label Table index_keys index_description index_name RoutingClientID, Label nonclustered, unique, unique key located on PRIMARY XAK1Label CustomerDefinitionID nonclustered located on PRIMARY XIE1Label LabelID clustered, unique, primary key located on PRIMARY XPKLabel Table 226: Fields in Label Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp FK, IE-1 NULL DBINT Identifies the customer associated with the label. CustomerDefinitionID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the label. Description FK NULL DBINT For network VRU labels with multiple Client ICM, this field contains a foreign key to identify the Client ICM instance for which the label is valid. ICRInstanceID AK-1 NOT NULL VNAME32 The label to be returned to the routing client. Label PK NOT NULL DBINT Unique identifier for this label. LabelID NOT NULL DBSMALLINT The type of the label. For the list of values, see LabelType Fields, on page 662. LabelType FK NULL DBINT Foreign key from the Network Target table. Each label maps to one and only one network target. NetworkTargetID AK-1, FK NOT NULL DBSMALLINT Identifies the routing client that can receive this label. RoutingClientID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 284 All Tables Label

Page 303

Logger_Admin This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. It gets populated on central and HDS databases. This table contains one record of information for each administrative task the system software applies to the central database. Specifically, this table tracks Purges and Update Statistics operations. These operations are run automatically as scheduled jobs. Scheduled SQL jobs carry out the purge of the following tables, so the Logger_Admin table does not contain the entries for these tables: • Call_Event_Detail • Route_Call_Variable • Dialer_Detail • Call_Type_SG_Interval • Route_Call_Detail • Termination_Call_Variable • Agent_Event_Detail • Termination_Call_Detail • Network_Event_Detail • Agent_Skill_Group_Interval Table 227: Indexes for Logger_Admin Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Logger_Admin TableName, ScheduledAt, FunctionName Nonclustered located on PRIMARY XIE1Logger_Admin DateTime Nonclustered located on PRIMARY XIE2Logger_Admin RecoveryKey Clustered, unique, primary key located on PRIMARY XPKLogger_Admin Table 228: Fields in Logger_Admin Table Keys and NULL Option Data Type Description Name IE-2 NOT NULL DBDATETIME The date and time at which the scheduled job was submitted. DateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 285 All Tables Logger_Admin

Page 304

Keys and NULL Option Data Type Description Name NULL DBDATETIME Time at which the operation completed. EndTime NULL DBFLT8 For a Purge operation, the recovery key of the earliest record purged. FromRecoveryKey IE-1 NOT NULL VNAME32 The operation performed; for example, Purge. FunctionName PK, AK-1 NOT NULL DBFLT8 A value used internally by the system software to track the time that the record is created. RecoveryKey NULL DBINT For a Purge operation, the number of days records are retained. Records older than this are deleted in the Purge. Retain NULL DBINT For a purge operation, the number of rows purged. RowsPurged IE-1 NOT NULL DBDATETIME Date and time the scheduled job was performed. ScheduledAt NULL DBDATETIME Time at which the operation started. StartTime IE-1 NOT NULL VNAME32 The name of the database table on which the operation was performed. TableName NULL DBFLT8 For a Purge operation, the recovery key of the most recent record purged. ToRecoveryKey Logger_Meters This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Central database only. Contains performance information about the Logger process. The Logger process on the Central Controller creates a new Logger Meters row in the central database every five minutes. Table 229: Indexes for Logger_Meters Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Logger_Meters DateTime, TimeZone clustered, unique, primary key located on PRIMARY XPKLogger_Meters Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 286 All Tables Logger_Meters

Page 305

Table 230: Fields in Logger_Meters Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The number of configuration changes written during the five-minute interval. ConfigMessagesTo5 NOT NULL DBINT Number of data messages received in the five-minute interval. DataMessagesTo5 NOT NULL DBFLT8 Number of data pages allocated. DataPagesAllocated NOT NULL DBFLT8 Number of data pages used. DataPagesUsed PK NOT NULL DBSMALLDATE Record timestamp (unique). DateTime NOT NULL DBINT Number of EMS messages received in the five-minute interval. EMSMessagesTo5 NOT NULL DBINT Total number of five-minute records written during the five-minute interval. FiveMinuteHistoryTo5 NOT NULL DBINT Total number of half-hour records written during the five-minute interval. HalfHourHistoryTo5 NOT NULL DBFLT8 Number of log pages allocated. LogPagesAllocated NULL DBFLT8 Number of log pages used. LogPagesUsed NOT NULL DBINT Number of MDS messages received in the five-minute interval. MDSMessagesTo5 NOT NULL DBINT Time spent processing messages in the five-minute interval, in milliseconds. MessageTimeTo5 AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NOT NULL DBINT Number of Route Call Detail rows written during the five-minute interval. RouteCallDetailTo5 NOT NULL DBINT Number of Termination Call Detail rows written during the five-minute interval. TerminationCallDetailTo5 PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 287 All Tables Logger_Meters

Page 306

Logger_Type This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Identifies the Logger type. The default Logger type is set to Enterprise. Table 231: Fields in Logger_Type Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The type of Logger: • 1 =Standard LoggerType Logical_Interface_Controller This table is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Each row corresponds to a (possibly duplexed) Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table. Use Unified ICM Configuration Manager to add, update, and delete Logical_Interface_Controller records. Related Tables Network_Trunk_Group, on page 311 (via LogicalControllerID) Peripheral, on page 326 (via LogicalControllerID) Physical_Interface_Controller, on page 344 (via LogicalControllerID) Routing_Client, on page 416(via LogicalControllerID) Service_Array, on page 455 (via LogicalControllerID) Translation_Route, on page 587 (via LogicalControllerID) Table 232: Indexes for Logical_Interface_Controller Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Logical_Interface_Controll LogicalControllerID clustered, unique, primary key located on PRIMARY XPKLogical_Interface_Controlle Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 288 All Tables Logger_Type

Page 307

Table 233: Fields in Logical_Interface_Controller Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicate pg to generate all peripheral related historical data based on the ACD time. Default: 'N' ACDTimeEnabled NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBSMALLINT The type of client the controller provides the interface for. ClientType NULL varchar(255) String containing information, such as logon information, specific to the interface controller device. For example: -rtuser UserName -rtpswd Password ConfigParam NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Additional information about the controller. Description AK-1 NOT NULL VNAME32 An enterprise name for the controller. This name must be unique for all logical controllers in the enterprise. EnterpriseName YES DBINT The value indicates PG to calculate historical data at that interval. Default: 30 HistoricalReportingInterval PK NOT NULL DBSMALLINT Unique identifier for this logical controller. LogicalControllerID NOT NULL DBSMALLINT The Interface Controller type: • 2 = PG • 3 = NIC LogicalControllerType NULL varchar(32) The address for CTI Server as IP:port (either in dotted-numeric or name format). PrimaryCtiAddress NULL varchar(32) The address for the backup CTI Server as IP:port (either in dotted-numeric or name format) SecondaryCtiAddress Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 289 All Tables Logical_Interface_Controller

Page 308

Location This section is applicable only for Packaged CCE feature. Note Each record in this table represents a location. Related Tables • Location_Member, on page 290 (through LocationID) Table 234: Indexes for Location Table index_keys index_description index_name LocationID Primary key XPKLocation Table 235: Fields in Location Table KeysandNULLOption Data Type Description Name PK NOT NULL DBINT Unique identifier of this location. LocationID NOT NULL VARCHAR(64) Name of the location. This value need not be unique since location information are fetched from multiple Unified CM clusters and location names can be duplicated across clusters. LocationName NULL DESCRIPTION Extra information about the location. Description NOT NULL VARCHAR(128) Primary Key ID of the location that is fetched from the Unified CM. UCMPrimaryKey NULL VARCHAR(16) Location code which can be used as (prefix or suffix) for Routing Pattern. LocationCode NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp Location_Member This section is applicable only for Packaged CCE feature. Note Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 290 All Tables Location

Image 1 from page 308

Page 309

This table contains a set of associations between machine hosts and locations. Depending on the context the machine host may refer to a remote site or it may refer to a peripheral/device (gateway) that is a part of the peripheral set. Related Tables • Location (through LocationID) • Machine_Host (through MachineHostID) Table 236: Indexes for Location_Member Table index_keys index_description index_name LocationID, SequenceNumber Primary key XPKLocation_Member Table 237: Fields in Location_Member Table KeysandNULLOption Data Type Description Name PK, FK NOT NULL DBINT Location to which the Machine_Host record is associated. LocationID PK NOT NULL DBINT Incremented for every unique Location and Machine Host. SequenceNumber FK NULL DBINT Depending on the MachineType value, MachineHostID may refer to one of the following: • UCM PUBLISHER Remote site (datacenter) Gateway MachineHostID NOT NULL DBINT Type to indicate whether MachineHostID refers to a remote site or device. MachineType Machine_Address This table contains network addresses of the hosts. It is a separate table because a host may have multiple network address (for example, public, private). The parent is the Machine_Host table. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 291 All Tables Machine_Address

Page 310

Table 238: Fields in Machine_Address Table Keys and NULL Option Data Type Description Name NOT NULL varchar(256) The connection address (either the IP address or the hostname). Address NOT NULL DBINIT The type of address. Valid values are: • 1 = Public • 2 = Private AddressType NOT NULL DBINT The database ID of the row. This is needed for the Machine_Service table. MachineAddressID NOT NULL DBINT The foreign key to the Machine_Host table. MachineHostID Machine_Connection_Profile This table is reserved for future use. Machine_Host This table contains information about the host. The table stores both VM Host and Virtual Machine information. Login information is stored in the Machine_Services table as a machine may support more than one service, each with different authentication credentials. Table 239: Fields in Machine_Host Table Keys and NULL Option Data Type Description Name NOTNULL DBCHAR Whether the record was autogenerated by the system. Once a user modifies a record, the value is set to False ('N'). AutoGenerated NOTNULL CHANGESTAMP The change stamp, which is updated every time the Machine_Host or related Machine_Service rows are created or modified. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION The description Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 292 All Tables Machine_Connection_Profile

Page 311

Keys and NULL Option Data Type Description Name NULL varchar(256) The host name HostName NOTNULL DBINT The database ID of the row. MachineHostID NOTNULL varchar(256) The external name of the machine. If the machine is a VM, this would be the VM name. MachineName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 293 All Tables Machine_Host

Page 312

Keys and NULL Option Data Type Description Name NOTNULL DBINT MachineType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 294 All Tables Machine_Host

Page 313

Keys and NULL Option Data Type Description Name The type of the host machine; for example, VM Host, CVP, CVP Reporting Server, Gateway, etc. Valid values are: • 1 = VM Host (ESXi Server) • 2 = Unified CCE Data Server • 3 = Unified CCE Call Server • 4 = Unified CVP • 5 = Unified CM (unknown type) • 6 = Unified CM Publisher • 7 = Unified CM Subscriber • 8 = Unified CVP Reporting Server • 9 = Coresident Unified IC, Live Data, and Identity Service Publisher • 10 = Coresident Unified IC, Live Data, and Identity Service Subscriber • 11 = Unified CVP Operations Console Server • 12 = Finesse • 13 = Gateway • 14 = External Customer Collaboration Platform • 15 = External Unified CM Publisher • 16 = External Unified CM Subscriber • 17 = External CVP Reporting Server • 18 = External CCE HDS • 20 = External Enterprise Chat and Email • 21 = External Third Party Multichannel • 22 = Unified CCE Router • 23 = Unified CCE Peripheral Gateway • 24 = Unified CCE LiveData Server • 25 = Unified CCE Primary AW • 26 = Unified CCE Secondary AW • 27 = Unified CCE Progger Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 295 All Tables Machine_Host

Page 314

Keys and NULL Option Data Type Description Name • 28 = Unified CCE AW • 29 = Unified CCE Rogger • 30 = Enterprise Chat and Email • 31 = Identity Server Publisher • 32 = Identity Server Subscriber • 33 = Finesse Primary • 34 = Finesse Secondary • 35 = Standalone Unified IC Publisher1 • 36 = Standalone Unified IC Subscriber • 37 = Cisco Virtualized Voice Browser • 38 = Data Center • 39 = Unified CCE Peripheral Gateway for the remote Data Center • 40 = Unified CVP for the remote Data Center • 41 = Finesse Primary for the remote Data Center • 42 = Finesse Secondary for the remote Data Center • 43 = External Unified CVP Reporting server for remote Data Center • 44 = External Customer Collaboration Platform for remote Data Center • 45 = External ECE for remote Data Center • 46 = External third-party multichannel for remote Data Center • 47 = External Cisco Contact Center SIP Proxy (CCCSP) • 48 = External CCCSP for remote Data Center • 49 = External Cisco Virtualized Voice Browser for remote Data Center • 50 = External gateway for remote Data Center • 51 = ECE Web Server • 52 = ECE Web Server for remote Data Center Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 296 All Tables Machine_Host

Page 315

Keys and NULL Option Data Type Description Name • 53 = CCE Logger (For PCCE deployments) • 54 = Data Connector • 55 = External Media Server (For PCCE deployments) • 56 = External Media Server for Data Center (For PCCE deployments) • 58= External third party gateway (For PCCE deployments) • 59= External third party gateway for Data Center (For PCCE deployments) NULL DBINT If the machine is a VM, this is a pointer to the VM host. VMHostID NULL varchar(64) If the machine is a VM, this is the instance UUID. If the machine is not a VM, this is set to null. VMInstanceUuid ECE_WEB_SERVER DC_ECE_WEB_SERVER 1 PCCE deployments support Coresident Unified IC Publisher and Coresident Unified IC Subscriber only. Machine Host Attributes This table stores Machine host attributes. This table is for future use. Related Tables • Machine_Host Table 240: Indexes for the Machine_Host_Attributes Table columns_name constraint_type constraint_name MachineHostAttributeID Attributename Primary key XPKMachine_Host_Attributes Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 297 All Tables Machine Host Attributes

Page 316

Table 241: Fields in the Machine_Host_Attributes Table Keys and NULL Option Data Type Description Name NOT NULL VARCHAR(255) Name of the attribute Attributename NOT NULL VARCHAR(512) Value of the attribute AttributeValue NULL DBSMALLINT Is used to segregate the attributes type if required for future use Category NOT NULL DBINT Foreign key from the MachineHost MachineHostID NOT NULL DBINT MachineHostAttributeID Machine_Service This table stores connection information for each service running on a host. The parent is Machine_Host. Table 242: Fields in Machine_Service Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Whether the record was autogenerated by the system. Once a user modifies a record, the value is set to False ('N'). AutoGenerated NULL DESCRIPTION The description. Description NULL varbinary(max) An optional encrypted password required for some Gateway operations. EnablePassword NOT NULL DBINT The Service IP Address (foreign key to the Machine_Address table). MachineAddressID NULL DBINT The foreign key to the Machine_Connection_Profile table. MachineConnectionProfileID NOT NULL DBINT The parent of the table (foreign key to the Machine_Host table). MachineHostID NOT NULL DBINT The database ID of the row. MachineServiceID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 298 All Tables Machine_Service

Page 317

Keys and NULL Option Data Type Description Name Optional (NULL) DBDATETIME Indicates whether the service is configured correctly or not. If the column contains any timestamp, it indicates that the service is currently out-of-sync' and it requires retrial for configuration sync. The timestamp can optionally be used to notify the exact time when the service went 'out-of-sync'. Note This table is not applicable for Unified CCE. OutOfSyncTimestamp NULL varchar(128) Used to match services paired with one or more peers. ServiceType entries with the same Pairing values are associated with each other and identify alternate service paths for various failure conditions. Pairing NULL varbinary(max) An optional encrypted password required to connect to a service. Password NULL DBINT The service port (inull means use default). ServicePort Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 299 All Tables Machine_Service

Page 318

Keys and NULL Option Data Type Description Name NOT NULL DBINT ServiceType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 300 All Tables Machine_Service

Page 319

Keys and NULL Option Data Type Description Name The machine service type. Valid values are: • 1 = Peripheral Gateway TIP • 2 = Router TIP • 3 = LiveData Active MQ • 4 = Peripheral Gateway TIP TOS • 5 = Router TIP TOS • 6 = LiveData Storm DRPC • 7 = LiveData Socket.IO • 8 = LiveData Web Service Rest API • 9 = LiveData Cassandra • 10 = Administration & Data Server (AW) Rest API • 11 = Media Routing Peripheral Gateway Connection • 12 = Voice Response Unit Connection • 13 = Unified Communications Manager Connection • 1000 = ESXi • 1002 = AXL • 1003 = Diagnostic Portal • 1004 = ISE Authentication • 1006 = Management Link • 1007 = Administration • 1008 = Customer Collaboration Platform REST API • 1009 = Media Routing Peripheral Gateway A • 1010 = Media Routing Peripheral Gateway B • 1011 = Principal AW • 1012 = Context Service • 1013 = Identity Server Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 301 All Tables Machine_Service

Page 320

Keys and NULL Option Data Type Description Name • 1014 = Publisher/Primary Machine IP Address • 1015 = Identity Server Primary Machine IP Address • 1016 = Identity Server Secondary Machine IP Address • 1025 = Cloud Connect Management Connection • 1028 = Cloud Connect Data Conn Connection The following values are applicable only for PCCE deployments: • 1005 = Gateway • 1017 = Cisco Virtualized Voice Browser IP Address • 1018 = Data Center IP Address • 1019 = Either Side A or Side B of a Machine • 1020 = CVP Machine side A or Side B • 1021= CVP Message Bus information • 1022 = CVP Backup Server • 1023 = FTP_Credential • 1024 = Principal VVB • 1029 = Media Server NULL varchar(255) The uri to service for Web-based services. ServiceUri NULL varchar(255) An optional user name required to connect to a service. UserName Master_Script This table is in the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row identifies a routing script or an administrative script. Each master script might have several versions. Information about each version is stored in the Script table. A new Master_Script record is created whenever you save a script with a new name in the Script Editor. Related Tables Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 302 All Tables Master_Script

Page 321

Admin_Script_Schedule_Map, on page 14 (via MasterScriptID) Customer_Definition, on page 207(via CustomerDefinitionID) Business_Entity, on page 107 (via EntityID) Call_Type_Map, on page 128 (via MasterScriptID) Call_Type_Real_Time, on page 142 (via MasterScriptID) Script, on page 441 (via MasterScriptID) Table 243: Indexes for Master_Script Table index_keys index_description index_name DateTimeStamp Nonclustered index located on PRIMARY XIE1Master_Script CustomerIdShadow, EntityID, EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Master_Script MasterScriptID clustered, unique, primary key located on PRIMARY XPKMaster_Script Table 244: Fields in Master_Script Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBINT Specifies the version of the script that is currently available for use. CurrentVersion FK NULL DBINT Identifies the customer definition associated with the script. CustomerDefinitionID AK-1 NOT NULL DBINT A "shadow" CustomerDefinitionID that allows multiple scripts with the same EnterpriseName and different customer numbers. CustomerIdShadow NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the script. Description AK-1 NOT NULL varchar(64) An enterprise name for the master script. The name must be unique among all master scripts within the business entity. EnterpriseName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 303 All Tables Master_Script

Page 322

Keys and NULL Option Data Type Description Name AK-1, FK NOT NULL DBINT If partitioning is enabled, indicates the business entity to which the master script belongs. EntityID PK NOT NULL DBINT Unique identifier for this master script. MasterScriptID NOT NULL DBINT The next version number available for the script. NextAvailableVersion NOT NULL DBSMALLINT Indicates whether the script is a routing script or an administrative script. ScriptType Media_Class This table is part of the Media Routing category (see Media Routing, on page 623). For database rules, see Media Routing Tables, on page 699. Information in this table defines a type of media class. This table is populated initially with default media classes. Related Table Media_Routing_Domain, on page 305 table via the MediaClassID field. Table 245: Indexes for Media_Class Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Media_Class MediaClassID clustered, unique, primary key located on PRIMARY XPKMedia_Class Table 246: Fields in Media_Class Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about this media class. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 304 All Tables Media_Class

Page 323

Keys and NULL Option Data Type Description Name AK-1 NOT NULL VNAME32 A unique name for this media class. EnterpriseName NOT NULL DBINT The maximum time a task can be active for an agent. Default: 28800 MaxTaskDuration PK NOT NULL DBINT A unique identifier for a media class. MediaClassID NOT NULL DBINT If the connection between the Agent PG and the Application Instance drops for more than the TaskLife timeout period, the task is terminated. Default: 1: 1200; 2: 1200; 3: 1200; 4: 300; 5: 300 TaskLife NOT NULL DBINT After a task is routed to an agent, the Application Instance must send either an Offer Task or Start Task message within the specified TaskStartTimeout. If the TaskStartTimeout expires, the task is marked as abandoned before offered. Default: 30 TaskStartTimeout NOT NULL DBINT Media types: 0 – Unknown 1- Telephony 2 - Chat 3 - Email Type NOT NULL DBINT Media types: 1 - Telephony 2 - Chat 3 - Email 4 - RSS 5 - Facebook 6 - Twitter 7- Push 8 - Task Type Media_Routing_Domain This table is part of the Media Routing category (see Media Routing, on page 623). For database rules, see Media Routing Tables, on page 699. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 305 All Tables Media_Routing_Domain

Page 324

It describes a single implementation of a media class. For example, a media class such as Cisco single-session chat might have one or more Media Routing Domains (MRDs) defined. These MRDs would all be of the same media class. However, they might be on different servers or handle slightly different types of requests (for example, English single-session chat and Spanish single-session chat). Related Tables Media_Class, on page 304 (via MediaClassID) Application_Path_Member, on page 94(via MRDomainID) Skill_Group, on page 493 (via MRDomainID) Agent_State_Trace, on page 68 (via MRDomainID) Agent_Event_Detail, on page 28 (via MRDomainID) Service, on page 452 (via MRDomainID) Agent_Real_Time, on page 42 (via MRDomainID) Agent_Logout, on page 40 (via MRDomainID) Termination_Call_Detail, on page 566 (via MRDomainID) Peripheral_Real_Time, on page 335(via MRDomainID) Peripheral_Default_Route, on page 330 (via MRDomainID) Dialed_Number, on page 215 (via MRDomainID) Service_Level_Threshold, on page 472 (via MRDomainID) • Media Routing Domain and Device Data: Each Media Routing Domain maps to zero one or more Peripheral Half Hour and Peripheral Real Time rows, Peripheral Default Routes, and Dialed Numbers. Each Peripheral Half Hour and Real Time row, each Peripheral Default Route, and each Dialed Number maps to exactly one Media Routing Domain. • Media Routing Domain and Skill Target Data: Each Media Routing Domain maps to zero one or more Skill Groups, Agent State Trace rows, Agent Half Hour rows, Services, Agent Real Time rows, Agent Logout rows, and Termination Call Detail rows. Each Skill Group, Agent State Trace row, Agent Half Hour row, Service, Agent Real Time row, Agent Logout row, and Termination Call Detail row maps to exactly one Media Routing Domain. Note Table 247: Indexes for Media_Routing_Domain Table index_keys index_description index_name EnterpriseName clustered, unique, unique key located on PRIMARY XAK1Media_Routing_Domain MRDomainID nonclustered, unique, primary key located on PRIMARY XPKMedia_Routing_Domain Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 306 All Tables Media_Routing_Domain

Image 1 from page 324

Page 325

Table 248: Fields in Media_Routing_Domain Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about this media routing domain. Description AK-1 NOT NULL VNAME32 A unique name for this media class. Initially, the EnterpriseName is set to Cisco_Voice. EnterpriseName NOT NULL DBCHAR Specifies whether or not a task can be interrupted by another task: • Y = Task can be interrupted. • N = Task cannot be interrupted. Note If you change the MRD from interruptible to non-interruptible or vice versa, the change takes effect once the agent logs out and then logs back in on that media routing domain. Interruptible NULL DBINT The maximum number of calls allowed to be in queue for the selected MRDomainID. Default is NULL. MaxCallsInQueue NULL DBINT The maximum number of calls allowed to be in queue for a call type of the selected MRDomainID. Default is NULL. MaxCallsInQueuePerCallType NULL DBINT The maximum time a task can be associated with an agent. MaxTaskDuration NULL DBINT The maximum number of seconds a call is allowed to be in a queue for the selected MRDomainID. Default is NULL. MaxTimeInQueue FK NOT NULL DBINT A unique identifier for a media class. MediaClassID PK NOT NULL DBINT Unique identifier for this media routing domain. Initially, the MRDomainID is set to 1. MRDomainID NOT NULL DBINT The default value of the ServiceLevelThreshold field for services associated with this MRD. ServiceLevelThreshold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 307 All Tables Media_Routing_Domain

Page 326

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The default value for the ServiceLevelType field for each service associated with this MRD. This indicates how the system software calculates the service level. ServiceLevelType NULL DBINT If the connection between the Agent PG and the Application Instance drops for more than the TaskLife timeout period, the task is terminated. The default value is 300 seconds. TaskLife NULL DBINT After a task is routed to an agent, the Application Instance must send either an Offer Task or Start Task message within the specified TaskStartTimeout. If the TaskStartTimeout expires, the task is marked as abandoned before offered. TaskStartTimeout Network_Event_Detail This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Device, on page 618. Provides carrier network events associated with calls processed by a Client ICM. The data in this table includes events related to all call legs that happen under the control of the NIC. This includes the incoming call leg, any temporary call legs (IVR sessions under NIC control), and all outgoing call legs. This table can become very large. Running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database on a separate server (one that is not used for other Unified CCE components). Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. The table on the custom database can be indexed according to the custom reporting needs. Table 249: Indexes for Network_Event_Detail Table index_keys index_description index_name RecoveryKey clustered, unique, unique key located on PRIMARY XAK1Network_Event_Detail DateTime nonclustered located on PRIMARY XIE1Network_Event_Detail Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 308 All Tables Network_Event_Detail

Page 327

Table 250: Fields in Network_Event_Detail Table Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The LegID identifies the calling party the event pertains to. LegIDs are typically numbered starting with 1 (for example: LegID1 = Calling Party) and incremented for the next party (agents are typically LegID2). CallLegID NOT NULL DBDATETIME Timestamp of receipt of event at the NIC (in UTC).. DateTime NULL DBINT The duration is written for DISCONNECT/UNKNOWN events. Unless an error occurs, the Disconnect event will be written with the duration. If the call ends for a reason other than Disconnect event (e.g. - network stops call), an Unknown event will be written with the duration. Duration NULL DBSMALLINT Valid values are: • 1 = RouteSelectFailure • 2 = CallPartyBusy • 3= NoAnswer • 4 = Answer • 5 = Abandon • 6 = Disconnect • 7 = Unknown Event NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NOT NULL DBINT Used with RouterCallKeyDay and RouterCallKeySequenceNumber to identify the Route_Call_Detail record. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. RouterCallKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 309 All Tables Network_Event_Detail

Page 328

Keys and NULL Option Data Type Description Name NOT NULL DBINT Used with the RouterCallKey and RouterCallKeySequenceNumber to identify the related Route_Call_Detail record. Together with RouterCallKey, the RouterCallKeyDay value forms a unique 64-bit key for the call. This field also provide a link to the CustomerID via the DialedNumberID in the Route_Call_Detail record. This link can only be used if CustomerID and Dialed Numbers are implemented on the Client ICM. RouterCallKeyDay NULL DBINT Currently set to zero (0). RouterCallKeySequenceNumber NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT A value dependent upon the event and interface that provides additional reporting information. This might contain a network-provided releaseCause (for DISCONNECT), failureCause (ROUTE_SELECT_FAILURE), etc. Value1 NULL varchar(128) Reserved for future use. Value2 Network_Target This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row identifies an announcement, a peripheral target, or a scheduled target. The system software automatically maintains the Network_Target table when add or delete an announcement, peripheral target, or scheduled target through Unified ICM Configuration Manager. Related Tables Announcement, on page 80 (via NetworkTargetID) Label, on page 283 (via NetworkTargetID) Network_Vru, on page 316(via NetworkTargetID) Peripheral_Target, on page 341 (via NetworkTargetID) Route_Call_Detail, on page 380 (via NetworkTargetID) Scheduled_Target, on page 439 (via NetworkTargetID) Termination_Call_Detail, on page 566 (via NetworkTargetID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 310 All Tables Network_Target

Page 329

Table 251: Indexes for Network_Target Table index_keys index_description index_name NetworkTargetID clustered, unique, primary key located on PRIMARY XPKNetwork_Target Table 252: Fields in Network_Target Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Unique identifier for this target. NetworkTargetID NOT NULL DBSMALLINT Type of target: • 1 = Announcement • 2 = Peripheral target • 3 = Device target (deprecated) • 4 = Network VRU Bank (Simplified Unified CCE) • 5 = Scheduled target NetworkTargetType Network_Trunk_Group This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Lists the trunk groups understood by the telephone network. A network trunk group may be the same as a trunk group defined at a peripheral or it may be a combination of peripheral trunk groups. Use Unified ICM Configuration Manager to create, update, and delete network trunk groups. Related Tables Logical_Interface_Controller, on page 288(via LogicalControllerID) Network_Trunk_Group_Half_Hour, on page 312 (via NetworkTrunkGroupID) Network_Trunk_Group_Real_Time, on page 314 (via NetworkTrunkGroupID) Peripheral, on page 326 (via PeripheralID) Peripheral_Target, on page 341 (via NetworkTrunkGroupID) Trunk_Group, on page 591 (via NetworkTrunkGroupID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 311 All Tables Network_Trunk_Group

Page 330

Table 253: Indexes for Network_Trunk_Group Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Network_Trunk_Group LogicalControllerID nonclustered located on PRIMARY XIF126Network_Trunk_Group NetworkTrunkGroupID clustered, unique, primary key located on PRIMARY XPKNetwork_Trunk_Group Table 254: Fields in Network_Trunk_Group Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the network trunk group. Description AK-1 NOT NULL VNAME32 An enterprise name for the network trunk group. This name must be unique among all network trunk groups in the enterprise. EnterpriseName FK NOT NULL DBSMALLINT Identifies the PG associated with the network trunk group. LogicalControllerID PK NOT NULL DBINT A unique identifier for the network trunk group. NetworkTrunkGroupID Network_Trunk_Group_Half_Hour This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. It gets populated on central and HDS databases and provides statistics for each network trunk group defined in the system. These statistics are updated every 30 minutes. The system software generates Network_Trunk_Group_Half_Hour records for each network trunk group. Related Table Network_Trunk_Group, on page 311 (via NetworkTrunkGroupID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 312 All Tables Network_Trunk_Group_Half_Hour

Page 331

Table 255: Indexes for Network_Trunk_Group_Half_Hour Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Network_Trunk_Group_Half_H DbDateTime Nonclustered located on PRIMARY XIE1Network_Trunk_Group_Half_H NetworkTrunkGroupID, DateTime, TimeZone Clustered, unique, primary key located on PRIMARY XPKNetwork_Trunk_Group_Half_Ho Table 256: Fields in Network_Trunk_Group_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT Total number of seconds for which all trunks in the network trunk group were busy simultaneously during the half-hour interval. AllTrunksBusyToHalf NULL DBINT Number of calls to the network trunk group that were abandoned during the half-hour interval. CallsAbandonedToHalf NULL DBINT Number of inbound calls offered to the network trunk group during the half-hour interval. CallsInToHalf NULL DBINT Number of outbound calls sent on the network trunk group during the half-hour interval. CallsOutToHalf PK NOT NULL DBSMALLDATE The date and time at the start of the half-hour interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL DBINT Aggregate number of seconds trunks in the group were in service during the half-hour interval. InServiceTimeToHalf NULL DBINT Aggregate number of seconds trunks in the group were in use for inbound calls during the half-hour interval. InUseInboundTimeToHalf NULL DBINT Aggregate number of seconds trunks in the group were in use for outbound calls during the half-hour interval. InUseOutboundTimeToHalf PK NOT NULL DBINT Identifies the network trunk group. NetworkTrunkGroupID NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 313 All Tables Network_Trunk_Group_Half_Hour

Page 332

Keys and NULL Option Data Type Description Name NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT Number of idle trunks in the network trunk group at the end of the half-hour interval. TrunksIdle NULL DBINT Number of in-service trunks in the network trunk group at the end of the half-hour interval. TrunksInService Network_Trunk_Group_Real_Time This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Local database only. Provides real-time statistics for each network trunk group in the system. The system software generates a Network_Trunk_Group_Real_Time record for each network trunk group. Related Table Network_Trunk_Group, on page 311 (via NetworkTrunkGroupID) Table 257: Indexes for Network_Trunk_Group_Real_Time Table index_keys index_description index_name NetworkTrunkGroupID clustered, unique, primary key located on PRIMARY XPKNetwork_Trunk_Group_Real_Ti Table 258: Fields in Network_Trunk_Group_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT Total number of seconds that all trunks in the network trunk group have been simultaneously busy during the current half-hour interval. AllTrunksBusyHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 314 All Tables Network_Trunk_Group_Real_Time

Page 333

Keys and NULL Option Data Type Description Name NULL DBINT Total number of seconds that all trunks in the network trunk group have been simultaneously busy since midnight. AllTrunksBusyToday NULL DBINT Number of calls to the network trunk group that were abandoned during the current half-hour interval. CallsAbandonedHalf NULL DBINT Number of calls to the network trunk group that were abandoned since midnight. CallsAbandonedToday NULL DBINT Number of inbound calls that have been received on the network trunk group during the current half-hour interval. CallsInHalf NULL DBINT Number of inbound calls currently in progress on the network trunk group. CallsInNow NULL DBINT Number of inbound calls that have been received on the network trunk group since midnight. CallsInToday NULL DBINT Number of outbound calls that have been sent on the network trunk group during the current half-hour interval. CallsOutHalf NULL DBINT Number of outbound calls currently in progress on the network trunk group. CallsOutNow NULL DBINT Number of outbound calls that have been sent on the network trunk group since midnight. CallsOutToday NOT NULL DBDATETIME The date and time at which the row was generated. DateTime NULL DBINT Aggregate number of seconds that trunks in the network trunk group have been in service during the current half-hour interval. InServiceTimeHalf NULL DBINT Aggregate number of seconds that trunks in the network trunk group have been in service since midnight. InServiceTimeToday NULL DBINT Aggregate number of seconds that trunks in the network trunk group have been used for inbound calls during the current half-hour interval. InUseInboundTimeHalf NULL DBINT Aggregate number of seconds that trunks in the network trunk group have been used for inbound calls since midnight. InUseInboundTimeToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 315 All Tables Network_Trunk_Group_Real_Time

Page 334

Keys and NULL Option Data Type Description Name NULL DBINT Aggregate number of seconds that trunks in the network trunk group have been used for outbound calls during the current half-hour interval. InUseOutboundTimeHalf NULL DBINT Aggregate number of seconds that trunks in the network trunk group have been used for outbound calls since midnight. InUseOutboundTimeToday PK, FK NOT NULL DBINT Identifies the network trunk group. NetworkTrunkGroupID NULL DBINT Number of trunks currently idle for the network trunk group. TrunksIdle NULL DBINT Number of trunks currently in service for the network trunk group. TrunksInService Network_Vru This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Contains one row for each network VRU. The system software can send a customer call to a network VRU. Use Unified ICM Configuration Manager to create, modify, and delete Network VRU rows. Related Tables • Customer_Definition, on page 207 (through NetworkTargetID) • ICR_Globals, on page 263 • Label, on page 283 (through LabelID) • Network_Target, on page 310 (through NetworkTargetID) • Network_Vru_Script, on page 318 (through NetworkTargetID) Table 259: Indexes for Network_Vru Table index_keys index_description index_name NetworkTargetID Primary key XPKNetwork_Vru EnterpriseName Unique key XAK1Network_Vru Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 316 All Tables Network_Vru

Page 335

Table 260: Fields in Network_Vru Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the network VRU. Description NULL DBINT The unique ID of the ECC payload that is used for all messages to this Network VRU. If no value is given, the Network VRU uses the Default ECC payload. ECCPayloadID AK NOT NULL VNAME32 A name that is unique among all network VRUs in the enterprise. EnterpriseName PK, FK NOT NULL DBINT Foreign key from the Network Target table. NetworkTargetID NOT NULL DBINT The type of network VRU. Valid options are: 2, 3, 5, 6, 7, and 8. (Types 1 and 4 are not implemented.) To see more on these values, see Network Vru Type, on page 663. Type Network_Vru_Bank This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. This table is mainly used for load-balancing calls across multiple IVRs. The trunk group capacity will be the key to the selection of an IVR for queuing. Related Tables Customer_Definition, on page 207 (via CustomerDefinitionID) Network_Vru, on page 316 (via NetworkTargetID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 317 All Tables Network_Vru_Bank

Page 336

Table 261: Indexes for Network_Vru_Bank Table index_keys index_description index_name TrunkGroupID nonclustered, unique, unique key located on PRIMARY XAK1Network_Vru_Bank NetworkTargetID clustered, unique, primary key located on PRIMARY XPKNetwork_Vru_Bank Table 262: Fields in Network_Vru_Bank Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp PK, NOT NULL DBINT Unique identifier for the Network VRU member. NetworkTargetID FK, NOT NULL DBINT Foreign key from the Network Target table. This is pointing at the type-9 Network VRU. NetworkVruNetworkTargetID NULL DBINT Foreign key from Translation Route. TranslationRouteSkillTargetID FK, NOT NULL DBINT Foreign key from the Trunk Group table. Indicates the Trunk Group associated with this Network VRU member. TrunkGroupID Network_Vru_Script This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row identifies a script used by a network VRU to handle a call. A VRU script is managed by the VRU itself. It is not stored in the system database or directly managed by the system software. The system software can only direct the VRU to run the script. You can configure a VRU script in the Unified ICM Configuration Manager. You can then reference it in a routing script. Related Tables Customer_Definition, on page 207 (via CustomerDefinitionID) Network_Vru, on page 316 (via NetworkTargetID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 318 All Tables Network_Vru_Script

Page 337

Table 263: Indexes for Network_Vru_Script Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Network_VRU_Script VruScriptName, NetworkTargetID nonclustered, unique, unique key located on PRIMARY XAK2Network_VRU_Script NetworkVruScriptID clustered, unique, primary key located on PRIMARY XPKNetwork_VRU_Script Table 264: Fields in Network_Vru_Script Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(255) An optional string that is sent to the VRU to initialize the script. ConfigParam FK NULL DBINT Identifies the customer definition associated with the script. CustomerDefinitionID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the script. Description AK-1 NOT NULL VNAME32 An enterprise name for the VRU script. This name must be unique among all VRU scripts in the enterprise. EnterpriseName NOT NULL DBCHAR Indicates whether the script can be interrupted (for example, if an agent becomes available to handle the call): • Y = Interruptible • N = Not interruptible Interruptible AK-2, FK NOT NULL DBINT Identifies the network VRU associated with the script. NetworkTargetID PK NOT NULL DBINT A unique identifier the system software uses for the script. NetworkVruScriptID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 319 All Tables Network_Vru_Script

Page 338

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates whether the VRU script itself can override its Interruptible flag: • Y = Yes, VRU script can override • N= No, VRU script cannot override Overridable NOT NULL DBINT Number of seconds for the system software to wait for a response from the routing client after directing it to run the script. Timeout AK-2 NOT NULL varchar(40) The name of the script on the VRU. VruScriptName Next_Available_Number This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Each row identifies the next available unique integer ID value for a specific database table. The system software automatically maintains the Next_Available_Number table. Table 265: Indexes for Next_Available_Number Table index_keys index_description index_name TableName nonclustered, unique, unique key located on PRIMARY XAK1Next_Available_Number Table 266: Fields in Next_Available_Number Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The next available unique ID value for the table. NextAvailableNumber AK-1 NOT NULL varchar(30) The name of the table associated with the row. TableName Object_Access_Xref This table is in the Decurity category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 320 All Tables Next_Available_Number

Page 339

Lists the access levels available for each object type. Related Table Object_List, on page 321 (via ObjectType) Table 267: Indexes for Object_Access_Xref Table index_keys index_description index_name AccessLevel, ObjectType nonclustered, unique, unique key located on PRIMARY XAK1Object_Access_Xref ObjectAccessXrefID clustered, unique, primary key located on PRIMARY XPKObject_Access_Xref Table 268: Fields in Object_Access_Xref Table Keys and NULL Option Data Type Description Name AK-1 NOT NULL DBINT Indicates an access level supported by the object type. To see values. see Access Levels, on page 654. AccessLevel PK NOT NULL DBINT A unique identifier for the record. ObjectAccessXrefID AK-1 NOT NULL DBINT Identifies the object type. ObjectType Object_List This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Lists the objects that are available. Related Tables ClassID_To_ObjectType, on page 196 (via ObjectType) Ids, on page 272 (via ObjectType) Object_Access_Xref, on page 320 (via ObjectType) Table 269: Indexes for Object_List Table index_keys index_description index_name Name nonclustered, unique, unique key located on PRIMARY XAK1Object_List Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 321 All Tables Object_List

Page 340

index_keys index_description index_name ObjectType clustered, unique, primary key located on PRIMARY XPKSecurity__Object Table 270: Fields in Object_List Table Keys and NULL Option Data Type Description Name NULL DESCRIPTION Additional information about the object. Description AK-1 NOT NULL varchar(30) The name of the object. Name PK NOT NULL DBINT A unique identifier for the object type. ObjectType Object_Security This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Specifies the access level each user or group has to individual objects. The Primary Key (PK) is nonclustered. The AlternateKey (AK) is clustered. Related Tables Ids, on page 272 (via ObjectType) User_Group, on page 599 (via UserGroupName) Table 271: Indexes for Object_Security Table index_keys index_description index_name UserGroupName, ObjectID, ObjectType clustered, unique, unique key located on PRIMARY XAK1Object_Security UserGroupName nonclustered located on PRIMARY XIE1Object_Security ObjectSecurityID nonclustered, unique, primary key located on PRIMARY XPKObject_Security Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 322 All Tables Object_Security

Page 341

Table 272: Fields in Object_Security Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Specifies the access level the group has to the object. To see values. see Access Levels, on page 654. AccessLevel NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp AK-1 NOT NULL DBINT Identifies the specific object. ObjectID PK NOT NULL DBINT A unique identifier for the row. ObjectSecurityID AK-1 NOT NULL DBINT Identifies the type of object. ObjectType AK-1, IE-1 NOT NULL varchar(64) Identifies the user group. UserGroupName Person This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Provides primary identification and authentication for all system users, including both agents and administrators. Related Table Agent, on page 17 (via PersonID) Table 273: Indexes for Person Table index_keys index_description index_name LoginNameShadow nonclustered, unique, unique key located on PRIMARY XAK2Person FirstName, LastName nonclustered located on PRIMARY XIE1Person PersonID clustered, unique, primary key located on PRIMARY XPKPerson Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 323 All Tables Person

Page 342

Table 274: Fields in Person Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Incremented when the record is changed in the central database. Deleted NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about this person. Description NOT NULL DBSMALLINT Indicates whether an agent is enabled for digital channel interaction. The values are: • 0 = NO • 1 = YES DigitalChannelEnabled NOT NULL DBSMALLINT Reserved for future use. PasswordChangeRequired NOT NULL VNAME32 The person's first name. FirstName AK-1, IE-1 NOT NULL VNAME32 The person's last name. LastName NOT NULL DBCHAR Specifies whether login is allowed for this person: Y: yes, N: no. LoginEnabled NOT NULL VARCHAR(255) The person's login or user name. In a Packaged CCE deployment, the FirstName, LastName, and LoginName appear as the value in the Agent Report Value List. LoginName AK-2 NOT NULL VARCHAR(255) A login name in uppercase or lowercase, as indicated in ICR Globals. LoginNameShadow NULL varchar An optional encrypted password. Password Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 324 All Tables Person

Page 343

Keys and NULL Option Data Type Description Name NULL DBDATETIME The time when the password was changed last. If it is a new password, the time when it was created. PasswordLastChangedTime PK NOT NULL DBINT A unique identifier. PersonID NOT NULL DBSMALLINT A flag that indicates if the agent is enabled for Cisco IdS SSO login when the system is configured in hybrid SSO mode. • 0 = Disabled • 1 = Enabled SSOEnabled NULL CHAR(1) The verification status of the person's login: • N = Not Verified (the default) • V = Verified • S = Synchronized (loaded from an external source) VerificationStatus NOT NULL DBCHAR Indicates if the person is configured in ECE or not. Stored as Y or N. Default = N. ECEPerson* NULL VARCHAR(255) Password encrypted using SHA-256 algorithm Enc2Password NULL VNAME32 Screen name of the person configured in ECE. ScreenName* NULL VARCHAR(254) Email address of the person configured in ECE. EmailAddress* NULL VARCHAR(128) List of languages associated with the person configured in ECE separated by comma. Languages* NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL VARCHAR(64) Reserved for future use. FutureUseVarchar1 NULL VARCHAR(255) Reserved for future use. FutureUseVarchar2

Indicates the ECE-related attributes for a given Person record. The ECE agent configuration is integrated in Packaged CCE from Release 12.0. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 325 All Tables Person

Page 344

Peripheral This table is one of the Peripheral tables in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. Each row corresponds to an ACD or PBX at a call center. Use the PG Explorer to add, update, and delete Peripheral records. Related Tables • Agent, on page 17 (via PeripheralID) • Agent_Desk_Settings, on page 21 (via AgentDeskSettingsID) • Agent_Distribution, on page 27 (via PeripheralID) • Agent_Targeting_Rule, on page 74 (via EnterpriseName) • Application_Path_Member, on page 94 (via PeripheralID) • Dialer, on page 220 (via PeripheralID) • Dialer_Detail, on page 225 (via PeripheralID) • Logical_Interface_Controller, on page 288 (via LogicalControllerID) • Network_Trunk_Group, on page 311 (via PeripheralID) Network VRU (via NetworkTargetID) • Peripheral_Default_Route, on page 330 (via PeripheralID) • Peripheral_Monitor, on page 333 (via PeripheralID) • Peripheral_Real_Time, on page 335 (via PeripheralID) • Routing_Client, on page 416 (via PeripheralID) • Service, on page 452 (via PeripheralID) • Service_Level_Threshold, on page 472 (via PeripheralID) • Skill_Group, on page 493 (via PeripheralID) • Termination_Call_Detail, on page 566 (via PeripheralID) • Trunk_Group, on page 591 (via PeripheralID) Table 275: Indexes for Peripheral Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Peripheral PeripheralName nonclustered located on PRIMARY XIE1Peripheral LogicalControllerID nonclustered located on PRIMARY XIE2Peripheral AgentDeskSettingsID nonclustered located on PRIMARY XIE3Peripheral Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 326 All Tables Peripheral

Page 345

index_keys index_description index_name PeripheralID clustered, unique, primary key located on PRIMARY XPKPeripheral Table 276: Fields in Peripheral Table Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Minimum time in seconds an incoming call must be queued before being considered an abandoned call if the caller disconnects the call. AbandonedCallWaitTime NOT NULL DBCHAR Specifies whether agent auto- configuration is enabled for the peripheral. Stored as a character: • Y = Yes • N = No AgentAutoConfig FK, IE-3 NULL DBINT Optionally, indicates an Agent Desk Settings record associated with the peripheral. AgentDeskSettingsID NOT NULL DBCHAR Specifies whether or not Agent Event Detail reporting is enabled for a peripheral. Default value is: • Y for an Unified CCE peripherals • N for non-Unified CCE peripherals AgentEventDetail NOT NULL DBCHAR Specifies whether agent reporting is enabled for the peripheral. Stored as a character: • Y = Yes • N = No AgentReporting NOT NULL DBINT Determines if the Router will target agents based on Rules. AgentTargetingMethod NULL DBINT Maximum duration, in seconds, for a short call. Any calls with a duration below the threshold are considered short. You might then choose to factor out short calls from handle times you calculate. AnsweredShortCallsThreshold NOT NULL DBSMALLINT Default value of the AvailableHoldoffDelay field for Skill Groups associated with this peripheral. You can override the default for individual skill groups. AvailableHoldoffDelay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 327 All Tables Peripheral

Page 346

Keys and NULL Option Data Type Description Name NULL varchar(128) String containing the mapping between the peripheral's call control variables and system software variables. CallControlVariableMap NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBSMALLINT The type of the peripheral. To see Client Type values, see Client Type, on page 656. ClientType NULL varchar(255) Configuration parameters to be passed to the peripheral. ConfigParam NULL DBINT Maps Customer to Peripheral in CCMP/CCDM deployments. CustomerDefinitionID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Additional information about the peripheral. Description AK-1 NOT NULL VNAME32 An enterprise name for this peripheral. The name must be unique among all peripherals in the enterprise. EnterpriseName NOT NULL DBCHAR Indicates whether this is an 'Unified ICM picks the agent' (IPTA) peripheral. Either 'Y' or 'N'. Default = 'N'. InternalIPTAOnly NULL VNAME32 Peripheral's location. Location FK, IE-2 NOT NULL DBSMALLINT Foreign key of the Logical Interface Controller (Peripheral Gateway) that is attached to the switch. LogicalControllerID NULL DBINT MaxConcurrentAgentLimit NULL DBINT MaxPeripheralAgentQueuePair Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 328 All Tables Peripheral

Page 347

Keys and NULL Option Data Type Description Name NOT NULL, default=0 DBINT This setting indicates whether this agent peripheral supports multi-line control for all agents with more than one line configured on the phone. Values: • 0 = Single line monitoring and reporting (default) • 1 = Multi line monitoring and reporting MultilineAgentControl NOT NULL, default=0 DBINT Indicates how many non-ACD calls the agent initiated on one of the non-ACD line. Only populated when Multi-line feature is enabled. Values: • 0 = Agent State is unchanged when agent is on a call on a secondary line • 1 = Agent State is set to NOT READY with a system reason code when agent answers or places a call on a secondary line while in the AVAILABLE or NOT READY state MultilineAgentStateBehavior FK NULL DBINT Identifies the network VRU, if any, associated with the peripheral. NetworkTargetID NOT NULL DBCHAR Used to indicate that the peripheral uses auto-configuration. Default = 'N'. PeripheralAutoConfig PK NOT NULL DBSMALLINT A unique identifier for this peripheral. PeripheralID IE-1 NOT NULL VNAME32 The name of the peripheral as it is known at the site. PeripheralName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 329 All Tables Peripheral

Page 348

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Default value for the PeripheralServiceLevelType for each service associated with the peripheral. You can override this default for individual services. Valid options for Aspect types are: • 1 = Service Level 1 • 2= Service Level 2 • 3= Service Level 3 • 4= Service Level as Calculated by Call Center. If this field is 0 for a service, the system software assumes the default specified for the associated peripheral. If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral). PeripheralServiceLevelType NULL varchar(64) A series of characters (Y and N) indicating which sub-skill groups to create for each skill group associated with the peripheral. SubSkillGroupMask Peripheral_Default_Route This table is in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. Each row specifies the default route to be used for accounting calls at the peripheral that are otherwise not accounted for. The system software automatically generates a Peripheral_Default_Route record for each Peripheral. You can modify the record through the PG Explorer tool. Related Tables Media_Routing_Domain, on page 305 (via MRDomainID) Peripheral, on page 326 (via PeripheralID) Route, on page 379 (via RouteID) Table 277: Indexes for Peripheral_Default_Route Table index_keys index_description index_name RouteID nonclustered located on PRIMARY XIE1Peripheral_Default_Route PeripheralID, MRDomainID clustered, unique, primary key located on PRIMARY XPKPeripheral_Default_Route Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 330 All Tables Peripheral_Default_Route

Page 349

Table 278: Fields in Peripheral_Default_Route Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT The Media Routing Domain associated with this peripheral default route. MRDomainID PK, FK NOT NULL DBSMALLINT Link to the Peripheral table. PeripheralID FK, IE-1 NULL DBINT Foreign key from the Route table. RouteID Peripheral_Interval This section describes the Peripheral Interval table. Table 279: Indexes for Peripheral_Interval Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Peripheral_Interval DbDateTime Nonclustered located on PRIMARY XIE1Peripheral_Interval ReportingHalfHour Nonclustered located on PRIMARY XIE2Peripheral_Interval ReportingInterval Nonclustered located on PRIMARY XIE3Peripheral_Interval DateTime, PeripheralID, TimeZone, MRDomainID Clustered, unique, primary key located on PRIMARY XPKPeripheral_Interval Table 280: Fields in Peripheral_Interval Table Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds the associated Peripheral Gateway was able to provide peripheral data services to the CallRouter during the half-hour interval. ActivePeripheralDataTime NULL DBINT Number of seconds the associated Peripheral Gateway was able to provide routing client support to the CallRouter during the half-hour interval. ActiveRoutingClientTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 331 All Tables Peripheral_Interval

Page 350

Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds the associated Peripheral Gateways connections to the peripheral were in the Active state during the half-hour interval. ActivePeripheralTime NULL DBINT Number of seconds the associated CTI Server was active during the half-hour interval. ActiveCTIServerTime NULL DBINT Total number of incoming ACD calls and internal ACD calls offered to the peripheral during the reporting interval. In Unified CCE, if a call goes through Redirection on No Answer (RONA) to a VRU and an agent answers later, this field is incremented as follows: 1. When the call RONAs to the VRU 2. When the call is sent from the VRU to the agent. 3. When the agent completes the call. CallsOffered IE1, NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime PK1 NOT NULL DBSMALLDATE Central Controller date and time at the start of the half-hour interval. DateTime NULL DBINT The maximum number of CVP Call control ports in use for the interval. MaxCVPCallControlPorts NULL DBINT The maximum number of concurrent agents logged on in the half hour interval. MaxNumberLoggedOnAgents NULL DBINT The maximum number of calls in progress at any sample point during the reporting period. This is implemented as the highest value of PeripheralRealTime.CallsInProgress encountered during the above sampling. MaxCallsInProgress NULL DBINT The maximum number of VRU ports in use for the interval. MaxVRUPorts PK4 NOT NULL DBINT The ID for the Media Routing Domain associated with this peripheral. MRDomainID YES DBINT The number of calls-in-progress sample periods. NumberOfSamples PK2 NOT NULL DBSMALLINT Identifier for the peripheral. PeripheralID AK1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 332 All Tables Peripheral_Interval

Page 351

Keys and NULL Option Data Type Description Name IE2 NULL DBINT The value indicates half hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. ReportingHalfHour IE3 NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. ReportingInterval NULL DBINT Number of calls to the peripheral that had a service level event during the half-hour interval. ServiceLevelCallsOffered NULL DBINT Number of calls to the peripheral answered within the service level threshold during the half-hour interval. ServiceLevelCalls NULL DBINT Number of calls to the peripheral abandoned within the service level threshold during the half-hour interval. ServiceLevelAband NULL DBFLT4 The system software service level for the peripheral during the half-hour interval. ServiceLevel NULL DBINT Service Level Type used to calculate Service level for this interval. ServiceLevelType PK3 NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT The total of PeripheralRealTime. CallsInProgress at all sample points during the reporting period. For example, if there are 3 samples, and the number of calls in progress at those points in time are 20, 25 and 15, then TotalCallsInProgressSamples is 60. TotalCallsInProgressSamples Peripheral_Monitor Table This table is one of the Peripheral tables in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. Each row describes an entity to be monitored on a peripheral. Currently this table applies only to the Nortel DMS-100, Meridian ACD in enhanced CTI mode, and to the Avaya DEFINITY ECS with station monitoring enabled. Use the PG Explorer tool to add, update, and delete Peripheral_Monitor records. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 333 All Tables Peripheral_Monitor

Page 352

DMS-100 is no longer supported. Note Related Table Peripheral, on page 326 (via PeripheralID) Table 281: Indexes for Peripheral_Monitor Table index_keys index_description index_name PeripheralID nonclustered located on PRIMARY XIE1Peripheral_Monitor Table 282: Fields in Peripheral_Monitor Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(10) For a DMS-100, the Primary ACD DN, Secondary DN, or non-digit character. Extension NULL varchar(32) A string passed along with the extension number to start event reporting on the entity. For a DMS-100, this value can indicate that the extension is a CDN, can specify a CompuCALL session number, or can specify the mapping of an agent DN to an agent position ID. For a Meridian ACD, this value indicates the position number and, optionally, the associated Individual Directory Number (IDN). ParamString FK, IE-1 NOT NULL DBSMALLINT Identifies the peripheral associated with the row. PeripheralID PK NOT NULL DBINT A unique identifier for the row. PeripheralMonitorID NOT NULL DBINT The type of entity to monitor: • 1 = RCG • 2 = VDN • 3 = ACD DN • 4 = Meridian Position • 5 = Station PeripheralMonitorType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 334 All Tables Peripheral_Monitor

Image 1 from page 352

Page 353

Peripheral_Real_Time This table is one of the Peripheral tables in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. Local database only. Each row describes the current state of a specific peripheral. The real- time client creates a Peripheral Real Time row for each peripheral in the system and updates that row every 10 seconds. Related Table Media_Routing_Domain, on page 305 (via MRDomainID) Peripheral, on page 326 (via PeripheralID) Table 283: Indexes for Peripheral_Real_Time Table index_keys index_description index_name PeripheralID, MRDomainID clustered, unique, primary key located on PRIMARY XPKPeripheral_Real_Time The ServiceLevel fields do not include the data updates for VRU peripheral devices. Note Table 284: Fields in Peripheral_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT Number of agents currently logged on to the peripheral. AgentsLoggedOn NULL DBINT Number of calls currently in progress at the peripheral. CallsInProgress NULL DBINT Number of calls offered to the peripheral during the current half-hour interval. In Unified CCE, if a call Redirection on No Answer (RONAs) to an IVR and is answered later by an agent, this field is incremented as follows: • When the call RONAs to the IVR • When the call is sent from the IVR to the agent • When the agent completes the call CallsOfferedHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 335 All Tables Peripheral_Real_Time

Image 1 from page 353

Page 354

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls offered to the peripheral since midnight.. In Unified CCE, if a call Redirection on No Answer (RONAs) to an IVR and is answered later by an agent, this field is incremented as follows: • When the call RONAs to the IVR • When the call is sent from the IVR to the agent • When the agent completes the call CallsOfferedToday NULL DBINT Number of calls routed to the peripheral during the current half-hour interval. CallsRoutedHalf NULL DBINT Number of calls routed to the peripheral since midnight. CallsRoutedToday NULL DBINT Indicates the state of the CTI Server, if any, associated with the peripheral: • 0 = Off-line • 1 = On-line CTIServerOnline NULL DBDATETIME Date and time at the start of the current half-hour interval. CurrentHalfHour NOT NULL DBDATETIME The date and time that this data was last updated. DateTime NULL DBINT Current mode of the peripheral as reported by the PG: • 0 = Off-line • 1 = Primary • 2 = Backup Mode PK, FK NOT NULL DBINT The identifier for the Media Routing Domain associated with this peripheral. MRDomainID NOT NULL DBINT Current on-line state of the peripheral as determined by the Central Controller: • 0 = Off-line • 1 = On-line Online Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 336 All Tables Peripheral_Real_Time

Page 355

Keys and NULL Option Data Type Description Name NOT NULL DBINT Peripheral-specific data. PeripheralData1 NOT NULL DBINT Peripheral-specific data. PeripheralData2 NOT NULL DBINT Peripheral-specific data. PeripheralData3 NOT NULL DBINT Peripheral-specific data. PeripheralData4 NOT NULL DBINT Peripheral-specific data. PeripheralData5 NOT NULL DBINT Peripheral-specific data. PeripheralData6 NOT NULL DBINT Peripheral-specific data. PeripheralData7 NOT NULL DBINT Peripheral-specific data. PeripheralData8 NOT NULL DBINT Peripheral-specific data. PeripheralData9 NOT NULL DBINT Peripheral-specific data. PeripheralData10 NOT NULL DBINT Peripheral-specific data. PeripheralData11 NOT NULL DBINT Peripheral-specific data. PeripheralData12 NOT NULL DBINT Peripheral-specific data. PeripheralData13 NOT NULL DBINT Peripheral-specific data. PeripheralData14 NOT NULL DBINT Peripheral-specific data. PeripheralData15 NOT NULL DBINT Peripheral-specific data. PeripheralData16 PK, FK NOT NULL DBSMALLINT Identifier for the peripheral. PeripheralID NOT NULL DBINT Difference in seconds between the peripheral's time and the Central Controller's time. PeripheralTimeOffset Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 337 All Tables Peripheral_Real_Time

Page 356

Keys and NULL Option Data Type Description Name NULL DBINT The time zone at the peripheral. The value is the offset in minutes from UTC (formerly called GMT). PeripheralTimeZone NULL DBINT Total number of calls to the peripheral abandoned within the service level threshold during the current half-hour interval. ServiceLevelAbandHalf NULL DBINT Cumulative total of calls to the peripheral abandoned within the service level threshold since midnight. ServiceLevelAbandToday NULL DBINT Total number of calls to the peripheral answered within the service level threshold during the current half-hour interval. Total number of calls to the peripheral answered within the service level threshold during the current half-hour interval. ServiceLevelCallsHalf NULL DBINT Total number of calls to the peripheral that had a service level event during the current half-hour interval. ServiceLevelCallsOfferedHalf NULL DBINT Total number of calls to the peripheral that had a service level event since midnight. ServiceLevelCallsOfferedToday NULL DBINT Number of calls to this service handled within the peripheral service level since midnight. ServiceLevelCallsToday NULL DBFLT4 Service level for the peripheral for the current half-hour interval. ServiceLevelHalf NULL DBFLT4 Service level for the peripheral since midnight. ServiceLevelToday NULL DBINT Indicates the current failure state of the peripheral. To see the list of status codes, see Peripheral Real Time Status Field, on page 674. Status NULL DBINT Unused. UserControl Peripheral_Set This table is introduced for Packaged CCE 12K support. Note This table represents a PG and its associated peripherals in Packaged CCE 12K. Each record in this table represents a peripheral set, which is a logical grouping of a peripheral gateway and its associated peripherals. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 338 All Tables Peripheral_Set

Image 1 from page 356

Page 357

Related Tables • Peripheral_Set_Controller , on page 339 (through PeripheralSetID) • Peripheral_Set_Host, on page 340 (through PeripheralSetID) Table 285: Indexes for Peripheral_Set Table index_keys index_description index_name PeripheralSetID Primary key XPKPeripheral_Set Table 286: Fields in Peripheral_Set Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A unique identifier for this peripheral set. PeripheralSetID NOT NULL VNAME32 An enterprise name for this peripheral set. PeripheralSetName may be duplicated across sites. PeripheralSetName NULL DESCRIPTION Additional information about the peripheral set. Description NOT NULL CHANGESTAMP Incremented when a record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp Peripheral_Set_Controller This table is introduced for Packaged CCE 12K support. Note This table has information of those peripheral gateways (Logical Interface Controllers) that are associated with a given peripheral set. Related Tables • Logical_Interface_Controller, on page 288 (through LogicalControllerID) • Peripheral_Set, on page 338 (through PeripheralSetID) Table 287: Indexes for Peripheral_Set_Controller Table index_keys index_description index_name PeripheralSetID, LogicalControllerID Primary key XPKPeripheral_Set_Controller Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 339 All Tables Peripheral_Set_Controller

Image 1 from page 357

Page 358

Table 288: Fields in Peripheral_Set_Controller Table KeysandNULLOption Data Type Description Name PK NOT NULL DBINT ID of the peripheral set. PeripheralSetID PK, FK NOT NULL DBSMALLINT ID of the peripheral gateway that is being associated to the peripheral Set. LogicalControllerID Peripheral_Set_Host This table is introduced for Packaged CCE 12K support. Note This table contains a set of associations between the machine hosts and the peripheral sets. Depending on the context, the machine host may refer to a remote site that the peripheral Set is a part of, or it may refer to a peripheral/device (gateway) that is a part of the peripheral set. Related Tables • Machine_Host (through MachineHostID) • Peripheral_Set (through PeripheralSetID) Table 289: Indexes for Peripheral_Set_Host Table index_keys index_description index_name PeripheralSetID, SequenceNumber Primary key XPKPeripheral_Set_Host Table 290: Fields in Peripheral_Set_Host Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Peripheral set to which the Machine_Host record is associated. PeripheralSetID PK NOT NULL DBINT Incremented for every unique peripheral set and host combination. SequenceNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 340 All Tables Peripheral_Set_Host

Image 1 from page 358

Page 359

Keys and NULL Option Data Type Description Name FK NULL DBINT Depending on the MachineType value this field may contain one of the following information: • ID of the Remote Site (or datacenter) to which the peripheral set is associated. • ID of the device that is associated with this peripheral set. MachineHostID NOT NULL DBINT Incremented when the record is changed in the central database. MachineType Peripheral_Target Table This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row specifies the peripheral address (network trunk group and DNIS) associated with a route. Use the PG Explorer tool to add, update, and delete Peripheral_Target records. Related Tables Route, on page 379 (via RouteID) Network_Target, on page 310 (via NetworkTargetID) Network_Trunk_Group, on page 311 (via NetworkTrunkGroupID) Table 291: Indexes for Peripheral_Target Table index_keys index_description index_name NetworkTrunkGroupID, DNIS nonclustered, unique, unique key located on PRIMARY XAK1Peripheral_Target RouteID nonclustered located on PRIMARY XIE1Peripheral_Target NetworkTargetID clustered, unique, primary key located on PRIMARY XPKPeripheral_Target Table 292: Fields in Peripheral_Target Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 341 All Tables Peripheral_Target

Page 360

Keys and NULL Option Data Type Description Name NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBSMALLINT The number of seconds the peripheral waits before queuing an incoming call to an agent. This time might be used, for example, to play a forced announcement. DelayBeforeQueue NULL DESCRIPTION Additional information about the target. Description AK-1 NOT NULL VNAME32 DNIS digits the routing client sends when addressing this target. DNIS PK, FK NOT NULL DBINT Foreign key from the Network Target table. NetworkTargetID AK-1, FK NOT NULL DBINT Indicates the Network Trunk Group associated with this peripheral target. NetworkTrunkGroupID FK, IE-1 NULL DBINT Indicates the Route associated with this peripheral target. RouteID Persistent_Variable This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Central database only. Stores the current value of persistent user variables. User variables are defined in the User_Variable table. The CallRouter automatically maintains the Persistent_Variable table. Related Table User_Variable, on page 604 (via UserVariableID) Table 293: Indexes for Persistent_Variable Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Persistent_Variable UserVariableID, ForeignKey1 clustered, unique, primary key located on PRIMARY XPKPersistent_Variable Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 342 All Tables Persistent_Variable

Page 361

Table 294: Fields in Persistent_Variable Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT If the variable is associated with an object type, the key value of the specific object. ForeignKey1 AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK, FK NOT NULL DBINT Foreign key from the User_Variable table. UserVariableID NULL DESCRIPTION The value of the variable, if it is a character string. ValueChar NULL DBDATETIME The value of the variable, if it is a date-time. ValueDateTime NULL DBFLT8 The value of the variable, if it is a floating point number. ValueFloat NULL DBINT The value of the variable, if it is an integer.. ValueInt To add the persistent user variable data to the Persistent_Variable table, set the following registry key must be set to 1. HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM[Instance_name]\LoggerA\Logger\CurrentVersion\HistoricalData\Persistent\Variable. Note Physical_Controller_Half_Hour This table is in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. Each row provides statistics for a single Network Interface Controller (NIC) or Peripheral Gateway (PG). The system software automatically generates Physical_Interface_Controller records. Related Table Physical_Interface_Controller, on page 344 (via PhysicalControllerID) Table 295: Indexes for Physical_Controller_Half_Hour Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Physical_Controller_Half_H DbDateTime nonclustered located on PRIMARY XIE1Physical_Controller_Half_H Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 343 All Tables Physical_Controller_Half_Hour

Image 1 from page 361

Page 362

index_keys index_description index_name DateTime, PhysicalControllerID, TimeZone clustered, unique, primary key located on PRIMARY XPKPhysical_Controller_Half_Ho Table 296: Fields in Physical_Controller_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds the Peripheral Gateway's Agent process maintained an active connection to the Side A CallRouter. ActivePGAgentSideATimeToHalf NULL DBINT Number of seconds the Peripheral Gateway's Agent process maintained an active connection to the Side B CallRouter. ActivePGAgentSideBTimeToHalf PK NOT NULL DBSMALLDATE Central Controller date and time at the start of the half- hour interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL DBINT Number of seconds the Peripheral Gateway's Device Management Protocol connection to the CallRouter was in service. DMPInServiceTimeToHalf PK, FK NOT NULL DBSMALLINT Unique identifier for this physical controller. PhysicalControllerID AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Physical_Interface_Controller This table is in the Device category (see Device, on page 618). To see database rules for these tables, see Device Tables, on page 698. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 344 All Tables Physical_Interface_Controller

Page 363

Describes a single Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table. A pair of duplexed PGs share a single entry in the Physical Interface Controller table. Use the PG or NIC Explorer tools to add, update, and delete Physical_Interface_Controller records. Related Tables Logical_Interface_Controller, on page 288 (via LogicalControllerID) Routing_Client_Five_Minute, on page 420 (via PhysicalControllerID) Physical_Controller_Half_Hour, on page 343 (via PhysicalControllerID) Table 297: Indexes for Physical_Interface_Controller Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Physical_Interface_Control LogicalControllerID nonclustered located on PRIMARY XIE1Physical_Interface_Control PhysicalControllerID clustered, unique, primary key located on PRIMARY XPKPhysical_Interface_Controll Table 298: Fields in Physical_Interface_Controller Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Additional information about the controller. Description AK-1 NOT NULL VNAME32 An enterprise name for the controller. This name must be unique for all physical controllers in the enterprise. EnterpriseName FK, IE-1 NOT NULL DBSMALLINT Foreign key from Logical Interface Controller table. LogicalControllerID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 345 All Tables Physical_Interface_Controller

Page 364

Keys and NULL Option Data Type Description Name PK NOT NULL NULL DBSMALLINT Unique identifier for this physical controller. PhysicalControllerID Precision_Queue The Precision_Queue table defines a queue used for precision routing. Related Tables • Agent_Real_Time (via PrecisionQueueID) • Agent_Skill_Group_Interval (via PrecisionQueueID) • Agent_Skill_Group_Real_Time (via PrecisionQueueID) • Call_Type_SG_Interval (via PrecisionQueueID) • Precision_Q_Real_Time (via PrecisionQueueID) • Precision_Q_Step_Real_Time (via PrecisionQueueID) • Precision_Queue_Step (via PrecisionQueueID) • Precision_Queue_Term (via PrecisionQueueID) • Router_Queue_Interval (via PrecisionQueueID) • Skill_Group (via PrecisionQueueID) • Skill_Group_Interval (via PrecisionQueueID) • Termination_Call_Detail (via PrecisionQueueID) Table 299: Fields in Precision_Queue Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The ordering used for agents in this queue. Values: • 1 = LAA (agent availability time). This is the default value. • 2 = Most proficient agent • 3 = Least proficient agent AgentOrdering Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 346 All Tables Precision_Queue

Page 365

Keys and NULL Option Data Type Description Name PK1,NOT NULL DBINT ID and primary key. PrecisionQueueID FK1, NULL DBINT Foreign key from Bucket_Interval table. BucketIntervalID NOT NULL DBINT The ordering used for calls in this queue. Values: • 1 = Priority, then time in queue. This is the default value. CallOrdering NOT NULL CHANGESTAMP Change stamp ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Description Description AK1, NOT NULL VNAME32 Name of the queue. EnterpriseName NOT NULL DBCHAR Forces the step configuration for the Precision Queue to always increase the configured agent count. The default setting is Y. Note For future use. Not currently used. ForceExpandingQueue NOT NULL DBINT Foreign key to the Media_Routing_Domain table. The ID of the Media Routing Domain with which this precision queue is associated. The default is 1, for Voice. MRDomainID NOT NULL DBINT The service level threshold, in seconds, for the service level. ServiceLevelThreshold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 347 All Tables Precision_Queue

Page 366

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Indicates how the system software calculates the service level for the Precision Queue: • 1 = Ignore Abandoned Calls. (Remove the abandoned calls from the calculation.) • 2 = Abandoned Calls have Negative Impact. (Treat the abandoned calls as though they exceeded the service level threshold.) • 3 = Abandoned Calls have Positive Impact. (Treat the abandoned calls as though they were answered within the service level threshold.) Note Note: For each calculation, the system software separately tracks the number of calls abandoned before the threshold expires. ServiceLevelType NOT NULL DBCHAR Deleted Flag. Stored as a character. Y = Yes, N = No. Deleted Precision_Q_Real_Time Table This table is in the Precision Queue category. The system software generates a Precision_Q_Real_Time record for each Precision Queue. Related Table Precision_Queue, on page 346 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 348 All Tables Precision_Q_Real_Time Table

Page 367

Table 300: Fields in Precision_Q_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT In Unified CCE, the number of seconds calls spent between first queued being queued to the skill group through Select (LAA) or Queue to skill group nodes to when they were answered by an agent. DelayTime AnswerWaitTime is calculated from the following: • DelayTime • LocalQTime • RingTime • NetworkQTime AnswerWaitTimeTo5 NULL DBINT The number of agents belonging to this skill group who are currently ApplicationAvailable with respect to the MRD to which the skill group belongs. An agent is Application available if the agent is Not Routable and Available for the MRD. ApplicationAvailable NULL DBINT Attribute 1 associated with the Precision Queue. AttributeID1 NULL DBINT Attribute 2 associated with the Precision Queue. AttributeID2 NULL DBINT Attribute 3 associated with the Precision Queue. AttributeID3 NULL DBINT Attribute 4 associated with the Precision Queue. AttributeID4 NULL DBINT Attribute 5 associated with the Precision Queue. AttributeID5 NULL DBINT Attribute 6 associated with the Precision Queue. AttributeID6 NULL DBINT Attribute 7 associated with the Precision Queue. AttributeID7 NULL DBINT Attribute 8 associated with the Precision Queue. AttributeID8 NULL DBINT Attribute 9 associated with the Precision Queue. AttributeID9 NULL DBINT Attribute 10 associated with the Precision Queue. AttributeID10 NULL DBINT Number of agents for the Precision Queue in Not_Active state with respect to this Precision Queue. Avail NULL DBINT Total seconds agents in the Precision Queue have been in the Not_Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime AvailTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 349 All Tables Precision_Q_Real_Time Table

Page 368

Keys and NULL Option Data Type Description Name NULL DBINT Average talk time in seconds for calls counted as handled by the Precision Queue during the rolling five-minute interval. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 AvgHandledCallsTalkTime is calculated only for calls counted as handled. This field is updated in the database when any after-call work associated with the call is completed. AvgHandledCallsTalkTimeTo5 NULL DBINT Average handle time in seconds for calls counted as handled by the Precision Queue during the rolling five-minute interval. The value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 The AvgHandledCallsTime value is updated in the database when the after-call work time associated with the call is completed. AvgHandledCallsTimeTo5 NULL DBINT Number of agents currently in the BusyOther state with respect to this Precision Queue. BusyOther NULL DBINT Number of seconds agents have spent in the BusyOther state during the rolling five-minute interval. BusyOtherTime is included in the calculation of LoggedOnTime. BusyOtherTimeTo5 NULL DBINT The number of calls that abandoned while queued in the router to this agent, in the rolling five-minute interval. CallsAbandQTo5 NULL DBINT In the rolling five-minute interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing).. This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Precision Queues. CallsAbandToAgentTo5 NULL DBINT The number of calls that were de-queued from this Precision Queue, and had to be routed to another Precision Queue or Skill Group in the rolling five-minute interval. This field is incremented when a call is de-queued through the Cancel Queue node. CallsAbandDequeuedTo5 NULL DBINT The number of calls that were answered by the Precision Queue during the rolling five-minute interval. CallsAnsweredTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 350 All Tables Precision_Q_Real_Time Table

Page 369

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls that were de-queued from this Precision Queue to be routed to another Precision Queue in the rolling five-minute interval. This field is also incremented when a call is de-queued via Cancel Queue node. CallsDequeuedTo5 NULL DBINT The number of calls that were handled by the Precision Queue during the rolling five-minute interval. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledTo5 NULL DBINT The total number of ongoing non-voice tasks associated with this Precision Queue. This field populates for non-voice tasks only. CallsInProgress NULL DBINT The number of calls received by this Precision Queue in the rolling five-minute interval. This value is set by the Call Router. A call is counted as offered as soon at it is sent to a Precision Queue. This value is incremented by: CallType short calls, which are counted as abandoned for Precision Queues. (There is no short call count in the Skill_Group_Real_Time table.) Calls that are cancelled by Cancel Queue node and re-queued to the same Precision Queue Calls that are routed to a Precision Queue, re-queried, and re-queued to the same Precision Queue. CallsOfferedTo5 NULL DBINT Number of calls currently queued for the Precision Queue at the CallRouter. CallsQNow NOT NULL DBDATETIME Central Controller date and time that this data was last updated DateTime NULL DBINT Total talk time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval. It is updated in the database when the after-call work time associated with the call (if any) is completed. HandledCallsTalkTimeTo5 NULL DBINT Reserved for future use FutureUseInt1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 351 All Tables Precision_Q_Real_Time Table

Page 370

Keys and NULL Option Data Type Description Name NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT This field only applies to configured skill groups. Total handle time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval. Handle time is number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call. HandledCallsTime = HandledCallsTalkTime + HoldTime + (WorkNotReadyTime/WorkReadyTime) The value in this field for the incoming routed calls includes: 1. Talk time 2. Total Held time 3. Work Ready and Work Not Ready time Note Database is updated with the cumulative time only after the call completion of both the talk time and the wrap-up time. Note This field is applicable for Unified ICM, Unified CCE, and Outbound Option. HandledCallsTimeTo5 NULL DBINT The number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. Hold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 352 All Tables Precision_Q_Real_Time Table

Page 371

Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds where all calls to the agent are on hold during the rolling five-minute interval. HoldTime is counted only while the agent is doing no other call related activity. HoldTime is included in the calculation of LoggedOnTime. HoldTimeTo5 NULL DBINT The number of agents belonging to this Precision Queue who are currently ICMAvailable with respect to the MRD to which the Precision Queue belongs. An agent is ICM available if s/he is Routable and Available for the MRD. This means that the agent can be routed a task by system software. IcmAvailable NULL DBINT The number of seconds during which all calls to the agent are in interrupted state during the rolling five-minute interval. InterruptedTimeTo5 NULL DBINT Number of agents that are currently logged on to the Precision Queue. This count is updated each time an agent logs on and each time an agent logs off. LoggedOn Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 353 All Tables Precision_Q_Real_Time Table

Page 372

Keys and NULL Option Data Type Description Name NULL DBINT Total time, in seconds, agents were logged on to the Precision Queue during the current (rolling) five-minute interval. This field is applicable for Unified CCE. This value is based on the following: • HoldTimeTo5 • TalkInTimeTo5 • TalkOutTimeTo5 • TalkOtherTimeTo5 • AvailTimeTo5 • NotReadyTimeTo5 • WorkReadyTimeTo5 • WorkNotReadyTimeTo5 • BusyOtherTimeTo5 • ReservedStateTimeTo5 • TalkAutoOutTimeTo5 • TalkPreviewTimeTo5 • TalkReservedTimeTo5 Note This field is applicable for Unified ICM, Unified CCE and Outbound Option. LoggedOnTimeTo5 NULL DBDATETIME The time when the longest call in queue was queued for this Precision Queue. LongestCallInQ NULL DBINT Number of agents in the Not Ready state for the Precision Queue. NotReady NULL DBINT Total seconds agents in the Precision Queue have been in the Not Ready state during the rolling five-minute interval. NotReadyTime is included in the calculation of LoggedOnTime. NotReadyTimeTo5 NULL DBINT The number of agents whose state with respect to this Precision Queue is currently Interrupted. NumAgentsInterruptedNow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 354 All Tables Precision_Q_Real_Time Table

Page 373

Keys and NULL Option Data Type Description Name NULL DBFLT4 Percentage of Ready time that agents in the Precision Queue spent talking or doing call work during the rolling five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready. PercentUtilizationTo5 PK, NOT NULL DBINT Foreign key from Precision Queue table. PrecisionQueueID NULL DBINT The number of agents who are Routable with respect to the MRD associated with this Precision Queue, and whose state with respect to this Precision Queue is currently something other than NOT_READY or WORK_NOT_READY. Ready NULL DBINT In the rolling five-minute interval, the number of ACD calls to the Precision Queue that rang at an agent's terminal and redirected on failure to answer. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. RedirectNoAnsCallsTo5 NULL DBINT The count of calls that abandon within the Precision Queue SL threshold in rolling five-minute interval. Calls may abandon while in the Precision Queue queue, or they may abandon after they have been routed to a Precision Queue. Calls that abandon after they are routed to a Precision Queue are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Precision Queues (within the ServiceLevel threshold), the Router will increment this value for ALL the Precision Queues this call was queued for. If the call abandons after it was routed to a Precision Queue, that Precision Queue will have ServiceLevelCallsAband incremented. Dequeuing the call via Cancel Node has no impact on ServiceLevelCallsAband. Calls may be de-queued via Cancel Queue node or de-queued from this Precision Queue to be routed to a different Precision Queue. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsAbandTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 355 All Tables Precision_Q_Real_Time Table

Page 374

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls de-queued from a Precision Queue, within the Precision Queue Service Level threshold, in rolling five-minute interval. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsDequeuedTo5 NULL DBINT The number of calls that are routed to a Precision Queue or queued for a the Precision Queue in the rolling five-minute interval. It includes the following call categories: • Calls that are answered within the ServiceLevel threshold. • Calls that are abandoned within the ServiceLevel threshold. • Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel). • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). Note Calls that end in error state within SL threshold are not counted as ServiceLevelCallsOffered. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsOfferedTo5 NULL DBINT The number of calls that are answered by the Precision Queue within the Service Level threshold in the rolling five-minute interval. ServiceLevelCallsTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 356 All Tables Precision_Q_Real_Time Table

Page 375

Keys and NULL Option Data Type Description Name NULL DBFLT4 Service Level for the Precision Queue in rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered

ServiceLevelCallsAband - CallsDequeued)

Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - CallsDequeued) 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - CallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevelTo5 NULL DBINT The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval. These calls are part of the ServiceLevelCallsOffered. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONATo5 NULL DBINT Number of agents in the Precision Queue currently talking on inbound calls. TalkingIn NULL DBINT Number of agents in the Precision Queue currently talking on internal (neither inbound nor outbound) calls. Examples of other calls include agent-to-agent transfers and supervisor calls. TalkingOther NULL DBINT Total seconds agents spent talking on inbound calls for the Precision Queue during the rolling five-minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. TalkInTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 357 All Tables Precision_Q_Real_Time Table

Page 376

Keys and NULL Option Data Type Description Name NULL DBINT Total seconds agents spent talking on other calls (neither inbound nor outbound) for the Precision Queue during the rolling five-minute interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. TalkOtherTimeTo5 NULL DBINT Total seconds agents in the Precision Queue have been in the Talking state during the rolling five-minute interval. This value is calculated as follows: TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5. TalkTimeTo5 NULL DBINT Total number of seconds agents spent on calls transferred into the Precision Queue that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. TransferInCallsTimeTo5 NULL DBINT Number of calls transferred into the Precision Queue that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. For blind transfers in Unified CCE, the value is updated in the database when an agent blind transfers the call to an IVR. TransferInCallsTo5 NULL DBINT Number of calls transferred out of the Precision Queue that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. TransferOutCallsTo5 NULL DBINT Number of agents in the Precision Queue in the Work Not Ready state. WorkNotReady NULL DBINT Total seconds agents have been in the Work Not Ready state during the rolling five-minute interval. WorkNotReadyTime is included in the calculation of LoggedOnTime. WorkNotReadyTimeTo5 NULL DBINT Number of agents in the Precision Queue in the Work Ready state. WorkReady DBINTNULL Total seconds agents have been in the Work Ready state during the rolling five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime. WorkReadyTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 358 All Tables Precision_Q_Real_Time Table

Page 377

Precision_Queue_Step The Precision_Queue_Step table defines a set of ordered steps that apply to a Precision Queue. Each ordered step then contains a set of attributes terms that defines what attributes an agent must have to be a member of a Precision Queue step. Basically, it defines a formula that is a list of Attribute tests. Related Table Precision_Queue_Term, on page 360 (via PrecisionQueueStepID) Table 301: Fields in Precision_Queue_Step Keys and NULL Option Data Type Description Name NULL VARCHAR(255) Consider If expression which must be met in order to perform a particular step. ConsiderIf NULL DESCRIPTION Description NOT NULL DBCHAR Boolean which indicates whether the next step should be evaluated if the Consider If test fails. Default is Y. A value of N indicates that the node should exit following a False Consider If test. NextStep FK, NOT NULL DBINT Foreign key to Precision_Queue table. PrecisionQueueID PK, NOT NULL DBINT Integer that defines the unique row for a Precision Queue step. It is the primary key. PrecisionQueueStepID NOT NULL DBINT Integer that defines the order of rows for a Precision Queue step. StepOrder begins with 1. StepOrder NOT NULL DBINT An optional Wait time to apply before proceeding to the next step (in seconds). Default is 0. WaitTime Precision_Q_Step_Real_Time This table is in the Precision Queue category. The system software generates a Precision_Q_Step_Real_Time record for each Precision Queue. Related Tables • Precision_Queue, on page 346 • Precision_Queue_Step, on page 359 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 359 All Tables Precision_Queue_Step

Page 378

Table 302: Fields in Precision_Q_Step_Real_Time Keys and NULL Option Data Type Description Name NULL DBINT Number of Agents eligible and available for this Precision Queue Step. AgentsAvailable NULL DBINT Number of Agents logged in for this Precision Queue Step. AgentsLoggedIn PK1, NOT NULL DBINT Primary key (together with PrecisionQueueStepID). Foreign key from Precision_Queue table. PrecisionQueueID PK2, NOT NULL DBINT Primary key (together with PrecisionQueueID). Foreign key from Precision_Queue_Step table. PrecisionQueueStepID NULL DBINT Average length of queue time for this Precision Queue Step. AvgCallsInQueueTime NULL DBINT Number of calls in queue for this Precision Queue Step CallsInQueue NULL DBINT Total time of calls in queue for this Precision Queue Step. CallsInQueueTime NOT NULL DBDATETIME Central Controller date and time that this data was last updated. DateTime NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBDATETIME The time stamp of the longest call in queue for this Precision Queue Step. LongestCallInQueue NULL DBINT The next Agent to be selected based on the agent ordering criteria of the Precision Queue. NextAvailAgent Precision_Queue_Term The Precision_Queue_Term table defines a set of attribute condition terms that apply to a Precision Queue Step. Each set of terms determine what attributes an agent must have to be a member of the Precision Queue step. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 360 All Tables Precision_Queue_Term

Page 379

Related Tables Tables that hold Precision_Queue_Term data are listed below: • Attribute, on page 96 • Precision_Queue_Step, on page 359 Table 303: Fields in Precision_Queue_Term Keys and NULL Option Data Type Description Name PK, NOT NULL DBINT Integer that defines the unique row for a Precision Queue Term. It is the primary key. PrecisionQueueTermID FK, NOT NULL DBINT Foreign key to Precision_Queue table. PrecisionQueueID FK, NOT NULL DBINT Foreign key to Precision_Queue_Step table. PrecisionQueueStepID NOT NULL DBINT Integer that defines the order of rows for a Precision Queue Step. It is part of the primary key. TermOrder begins with 1. TermOrder FK, NOT NULL DBINT Foreign Key from Attribute_Set table. Controls which attribute set is tested. Null=Yes to allow for rules which do not test an Attribute Set. AttributeSetID FK, NOT NULL DBINT Foreign Key from Attribute table. Controls which attribute set is tested. Null=Yes to allow for rules which do not test an Attribute. AttributeID NOT NULL DBINT Number of parentheses around this term. A positive number indicates open parenthesis before the term; a negative number indicates closed parenthesis after the term. ParenCount NOT NULL DBINT Indicates the relationship of this term to the preceding term. Default is 0 for first item, 1 for others. Values are: • 0 = none (only legal on first item for queue, since there is no preceding term) • 1 = AND • 2 = OR • 3 = AND NOT • 4 = OR NOT TermRelation Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 361 All Tables Precision_Queue_Term

Page 380

Keys and NULL Option Data Type Description Name NOT NULL DBINT Indicates what kind of comparison is done on the attribute. Default is 1. Values are: • 0 = Unknown • 1 = equal • 2 = not equal • 3 = less than • 4 = less than or equal • 5 = greater than • 6 = greater than or equal • 7 = between (inclusive) • 8 = member • 9 = agent has attribute, regardless of value • 10 = agent does not have attribute • 11 = not member AttributeRelation NULL VARCHAR(255) The value that the attribute is tested against. If AttributeRelation is member or not member, then this is a JSON compatible string listing the values. Must be convertible to the datatype specified in the Attribute table. Value1 NULL VARCHAR(255) A second value, used only as the upper bound when the AttributeRelation is between. It also can contain additional values for member if Value1 is not enough. Must be convertible to the datatype specified in the Attribute table. Value2 Query_Rule This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. Specifies the association between a query rule clause and an import rule. A query rule works on a particular import rule to select a group of contacts from an overall import list. For example, from a particular import list you might want to select and call all customers that have account numbers greater than 10,000. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 362 All Tables Query_Rule

Page 381

If Outbound Option was not selected during setup, this table will contain no data. Note Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify Query_Rule records. Related Tables Campaign_Query_Rule_Real_Time, on page 175 (via QueryRuleID) Campaign_Query_Rule_Half_Hour, on page 169 (via QueryRuleID) Campaign_Query_Rule, on page 166 (via QueryRuleID) Dialer_Detail, on page 225 (via QueryRuleID) Import_Rule, on page 274 (via ImportRuleID) Table 304: Indexes for Query_Rule Table index_keys index_description index_name QueryRuleName nonclustered, unique, unique key located on PRIMARY XAK1Query_Rule QueryRuleID clustered, unique, primary key located on PRIMARY XPKQuery_Rule Table 305: Fields in Query_Rule Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Identifies whether this campaign was created using the Outbound API: • Y = campaign created using the API • N = campaign created using the Outbound Option Query Rule tool in the ICM Configuration Manager APIGenerated NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 363 All Tables Query_Rule

Image 1 from page 381

Page 382

Keys and NULL Option Data Type Description Name NULL DESCRIPTION Description of what the query rule contains or how it is being used. Description NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID NOT NULL DBCHAR Setting of query rule within this campaign: • Y = The query rule is enabled. • N = the query rule is not enabled. Enabled NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 FK NOT NULL DBINT Identifies (indirectly) the contact list to which this query rule refers. Foreign key from the Import Rule table. ImportRuleID PK NOT NULL DBINT A unique identifier for this Query rule. QueryRuleID AK-1 NOT NULL VNAME32 The customer-entered name for this query rule. QueryRuleName Query_Rule_Clause This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 616). To see database rules for these tables, see Blended Agent Tables (Outbound Option), on page 695. If Outbound Option was not selected during setup, this table will contain no data. Note Contains the SQL rules associated with each query rule. There is a single row for each configured query rule. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 364 All Tables Query_Rule_Clause

Image 1 from page 382

Page 383

Related Table Query_Rule, on page 362 (via QueryRuleID) Table 306: Indexes for Query_Rule_Clause Table index_keys index_description index_name QueryRuleID, SequenceNumber clustered, unique, primary key located on PRIMARY XPKList_Rule Table 307: Fields in Query_Rule_Clause Table Keys and NULL Option Data Type Description Name NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(64) Reserved for future use FutureUseVarchar1 NULL varchar(64) Reserved for future use FutureUseVarchar2 NULL varchar(64) Reserved for future use FutureUseVarchar3 PK, FK NOT NULL DBINT The query rule to which this clause belongs. Foreign key from the Query Rule table. QueryRuleID NOT NULL varchar(255) The rule definition to be used to process each query rule. RuleData PK NOT NULL DBINT An index for query rule clauses within a given query rule. SequenceNumber Reason_Code This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Configuration table containing the reason code text to reason code mapping information. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 365 All Tables Reason_Code

Page 384

Table 308: Indexes for Reason_Code Table index_keys index_description index_name ReasonCode nonclustered, unique, unique key located on PRIMARY XAK1Reason_Code ReasonCodeID clustered, unique, primary key located on PRIMARY XPKReason_Code Table 309: Fields in Reason_Code Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Default value is N. Deleted NULL DESCRIPTION The description of the reason code. Description AK-1 NOT NULL DBINT Reason code used by agents (configurable). [In addition to reason codes that you have defined, Unified CCE uses some predefined reason codes. See Reason Codes, on page 675.] Note In Packaged CCE, 21 pre-defined global reason codes of Not Ready and Logout types are added to the Reason_Code table. ReasonCode PK NOT NULL DBINT A unique identifier created by the schema. ReasonCodeID NOT NULL varchar(40) Text associated with the reason code numeric value. ReasonText NOT NULL DBSMALLINT Indicates the type of reason code like: Not Ready, Wrap up, and Sign Out. Allowed values are 1,2,3. Reason Type NOT NULL DBCHAR Denotes that the reason code is global(applicable for all the teams by default/team specific). Allowed values are Y/N(Yes/No) IsGlobal Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 366 All Tables Reason_Code

Page 385

Recovery This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. It gets populated on central and HDS databases. This table contains internal status information for each table in the database. Table 310: Indexes for Recovery Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Recovery DateTime Nonclustered located on PRIMARY XIE1Recovery RecoveryKey Clustered, unique, primary key located on PRIMARY XPKRecovery Table 311: Fields in Recovery Table Keys and NULL Option Data Type Description Name IE-1 NOT NULL DBDATETIME Date and time of the checkpoint. DateTime NULL DBDATETIME Ending time. EndTime NULL DBFLT8 Starting recovery key value. FromRecoveryKey PK, AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT Number of rows copied. RowsCopied NULL DBDATETIME Starting time. StartTime NOT NULL VNAME32 Name of the table that caused a checkpoint. TableName NOT NULL DBFLT8 Ending recovery key value. ToRecoveryKey NOT NULL VNAME32 Type of record. Type Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 367 All Tables Recovery

Page 386

Recurring_Schedule_Map This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row describes a periodic schedule used, for example, by a scheduled target. Use the Workforce Management Integration System to create, update, and delete recurring schedules. Related Table Schedule, on page 428 (via ScheduleID) Table 312: Indexes for Recurring_Schedule_Map Table index_keys index_description index_name ScheduleID, SequenceNumber clustered, unique, primary key located on PRIMARY XPKRecurring_Schedule_Map Table 313: Fields in Recurring_Schedule_Map Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Reserved for future use. Bool1 NOT NULL DBCHAR Reserved for future use. Bool2 NOT NULL DBINT A bit mask specifying the days on which the schedule is active. To see values, see Days, on page 657. DayFlags NOT NULL DBSMALLINT Indicates to which day of month the schedule applies. To see values, see Days, on page 657. DayOfMonth NOT NULL DBSMALLINT In conjunction with DayType, indicates the position of a day within a month. To see values, see Days, on page 657. DayPosition NOT NULL DBSMALLINT Indicates to which day the schedule applies. To see values, see Days, on page 657. DayType NOT NULL DBSMALLINT The day of the month on which the schedule expires. The value is 0 if the schedule has no end date. EndDay NOT NULL DBSMALLINT The hour of the day at which the schedule expires. The value is 0 if the schedule has no end time. EndHour Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 368 All Tables Recurring_Schedule_Map

Page 387

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The minute of the hour at which the schedule expires. The value is 0 if the schedule has no end time. EndMinute NOT NULL DBSMALLINT The month in which the schedule expires. The value is 0 if the schedule has no end date. EndMonth NOT NULL DBSMALLINT The second of the minute at which the schedule expires. The value is 0 if the schedule has no end time. EndSecond NOT NULL DBINT The year in which the schedule expires. The value is 0 if the schedule has no end date. EndYear NULL DBINT For scheduled targets, the maximum number of simultaneous calls the target can handle during the schedule period. Long1 NULL DBINT Reserved for future use. Long2 NULL DBINT Reserved for future use. Long3 NULL DBINT Reserved for future use. Long4 NOT NULL DBSMALLINT Indicates to which month the schedule applies: • 0 = Applies to every month. • 1- 12= Specifies the month of year. MonthOfYear PK, FK NOT NULL DBINT Identifies the schedule that recurs. ScheduleID PK, NOT NULL DBINT Index for schedules associated with a specific service. SequenceNumber NOT NULL DBSMALLINT The day of the month on which the schedule goes into effect (1 through 31). StartDay NOT NULL DBSMALLINT The hour of the day at which the schedule goes into effect. StartHour NOT NULL DBSMALLINT The minute of the hour at which the schedule goes into effect. StartMinute NOT NULL DBSMALLINT The month in which the schedule goes into effect (1 through 12). StartMonth NOT NULL DBSMALLINT The second of the minute at which the schedule goes into effect. StartSecond Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 369 All Tables Recurring_Schedule_Map

Page 388

Keys and NULL Option Data Type Description Name NOT NULL DBINT The year in which the schedule goes into effect. StartYear NOT NULL DBSMALLINT The type of schedule. Type Region This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701 . Each row defines a region composed of calling line ID prefixes or of other regions. Use Configuration Manager to create, update, and delete Region rows. Related Tables Dialed_Number_Map, on page 217 (via RegionID) Region_Member, on page 371 (via RegionID) Region_Prefix, on page 372 (via RegionID) Region_View_Member, on page 377 (via RegionID) Table 314: Indexes for Region Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Region RegionID clustered, unique, primary key located on PRIMARY XPKRegion Table 315: Fields in Region Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the region. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 370 All Tables Region

Page 389

Keys and NULL Option Data Type Description Name AK-1 NOT NULL VNAME32 An enterprise name for the region. This name must be unique for all regions in the enterprise. EnterpriseName PK NOT NULL DBINT A unique identifier for the region. RegionID NOT NULL DBINT The type of the region. RegionType Region_Info This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Specifies which prefixes and regions are predefined by the system software. Use Configuration Manager to create, update, and delete Region rows. Table 316: Fields in Region_Info Table Keys and NULL Option Data Type Description Name NULL DESCRIPTION Any additional information about the pre-defined regions. Comment NOT NULL VNAME32 Identifies the types of prefixes and regions pre-defined by the system software. Location NOT NULL DBINT The major version number of the predefined regions. MajorVersion NOT NULL DBINT The minor version number of the predefined regions. MinorVersion Region_Member This table is part of the Script category (see Script, on page 629 category. For database rules, see Script Tables, on page 701. Each row defines the relationship between two regions. A region is composed of calling line ID prefixes or of other regions. Each Region_Member row associates a region with a parent region. Use Unified ICM Configuration Manager to create, update, and delete Region Member rows. Related Table Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 371 All Tables Region_Info

Page 390

Region, on page 370 (via RegionID and ParentRegionID) Table 317: Indexes for Region_Member Table index_keys index_description index_name ParentRegionID nonclustered located on PRIMARY XIE1Region_Member RegionID, ParentRegionID clustered, unique, primary key located on PRIMARY XPKRegion_Member Table 318: Fields in Region_Member Table Keys and NULL Option Data Type Description Name PK, IE-1 NOT NULL DBINT The larger region. ParentRegionID PK, FK NOT NULL DBINT The region that is a member of a larger region. RegionID Region_Prefix This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row defines the initial part of a calling line ID and maps it to a region. Any calling line IDs that match the prefix string are assumed to be members of the region. Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows. Related Table Region, on page 370 (via RegionID) Table 319: Indexes for Region_Prefix Table index_keys index_description index_name RegionID, RegionPrefix nonclustered, unique, unique key located on PRIMARY XAK1Region_Prefix RegionPrefixID clustered, unique, primary key located on PRIMARY XPKRegion_Prefix Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 372 All Tables Region_Prefix

Page 391

Table 320: Fields in Region_Prefix Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Indicates whether daylight savings time is observed. Values are 'N' and 'Y'. The default is 'N' - daylight savings time is not observed. DaylightSavingsEnabled NULL DBINT Indicates the time zone, the delta is in hours. GMT (Greenwich Mean Time) AK-1, FK NOT NULL DBINT Identifies the associated region. RegionID AK-1 NOT NULL varchar(32) An initial string to match against calling line IDs. RegionPrefix PK NOT NULL DBINT A unique identifier for the record. RegionPrefixID Region_View This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row defines a graphical display of regions. Use Configuration Manager to create, update, and delete Region Prefix rows. Related Table Region_View_Member, on page 377 (via RegionViewID) Table 321: Indexes for Region_View Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Region_View RegionViewID clustered, unique, primary key located on PRIMARY XPKRegion_View Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 373 All Tables Region_View

Page 392

Table 322: Fields in Region_View Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the view. Description AK-1 NOT NULL VNAME32 An enterprise name for the region view. This name must be unique for all region views in the enterprise. Note 84 regions are supported. Some of the examples are New_Jersey, Connecticut, Manitoba, Wyoming, Missouri, Nova_Scotia, Alaska, Jamaica and so on. Regions like CNMI, West Virginia were added later. See the Supported Regions table. Unsupported region that were manually added by the customer need to be deleted. EnterpriseName PK NOT NULL DBINT A unique identifier for the record. RegionViewID NOT NULL DBINT The type of the view: • 1 = Unified ICM-defined • 2 = Custom RegionViewType Table 323: Supported Regions Short name EnterpriseName NJ New_Jersey DC District_of_Columbia CT Connecticut MB Manitoba AL Alabama WA Washington ME Maine ID Idaho Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 374 All Tables Region_View

Page 393

Short name EnterpriseName WY Wyoming CA California TX Texas NY New York PA Pennsylvania OH Ohio IL Illinois MN Minnesota IN Indiana LA Louisiana MS Mississippi GA Georgia MI Michigan FL Florida BA Bahamas BD Barbados BC British_Columbia NC North_Carolina WI Wisconsin AI Anguilla AN Antigua AN Barbuda KY Kentucky VA Virginia BV British_Virgin_Islands ON Ontario MD Maryland DE Delaware Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 375 All Tables Region_View

Page 394

Short name EnterpriseName CO Colorado WV West Virginia SK Saskatchewan NE Nebraska MO Missouri KS Kansas IA Iowa VI Virgin_Islands CQ Cayman_Islands RI Rhode_Island AB Alberta OK Oklahoma MT Montana MA Massachusetts QC Quebec TN Tennessee UT Utah BM Bermuda GN Grenada AR Arkansas AZ Arizona OR Oregon NM New_Mexico NB New_Brunswick NH New_Hampshire SD South_Dakota TC Turks_and_Caicos_Islands RT Montserrat Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 376 All Tables Region_View

Page 395

Short name EnterpriseName CNMI MP N_Mariana_Islands GU Guam ND North_Dakota NV Nevada NL Newfoundland SA St_Lucia DM Dominica ZF St_Vincent_Grenadines PR Puerto_Rico VT Vermont SC South_Carolina HI Hawaii DR Dominican_Republic NT Yukon_and_Northwest_Territories TR Trinidad_Tobago KA StKitts_Nevis JM Jamaica NS Nova_Scotia AK Alaska Region_View_Member Table This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row associates a specific region with a region view. Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows. Related Tables Region, on page 370 (via RegionID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 377 All Tables Region_View_Member

Page 396

Region_View, on page 373 (via RegionViewID) Table 324: Indexes for Region_View_Member Table index_keys index_description index_name RegionID nonclustered located on PRIMARY XIE1Region_View_Member RegionViewID, RegionID clustered, unique, primary key located on PRIMARY XPKRegion_View_Member Table 325: Fields in Region_View_Member Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Identifies the color in which to display the region in the view. Color PK, FK, IE-1 NOT NULL DBINT Identifies the region. RegionID PK NOT NULL DBINT A unique identifier for the record. RegionViewID Rename This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. Table 326: Indexes for Rename Table index_keys index_description index_name TableName clustered, unique, primary key located on PRIMARY XPKRename Table 327: Fields in Rename Table Keys and NULL Option Data Type Description Name PK NOT NULL VNAME32 The name of the historical table. TableName NULL VNAME32 The name of the buffer table for swapping. Buf NULL VNAME32 The name of the first temporary historical table. Msg Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 378 All Tables Rename

Page 397

Keys and NULL Option Data Type Description Name NULL VNAME32 The name of the second temporary historical table. Tmp Route This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row represents a possible destination for a call. Use Unified ICM Configuration Manager to add, update, and delete Route records. Related Tables Peripheral_Default_Route, on page 330 (via RouteID) Peripheral_Target, on page 341 (via RouteID) Route_Call_Detail, on page 380 (via RouteID) Route_Five_Minute, on page 392 (via RouteID) Route_Half_Hour, on page 396 (via RouteID) Route_Real_Time, on page 401 (via RouteID) Service, on page 452 (ServiceSkillTargetID maps to Service.SkillTargetID) Skill_Target, on page 543 (via SkillTargetID) Termination_Call_Detail, on page 566 (via RouteID Table 328: Indexes for Route Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Route SkillTargetID, ServiceSkillTargetID nonclustered located on PRIMARY XIE1Route DateTimeStamp Nonclustered index located on PRIMARY XIE2Route RouteID clustered, unique, primary key located on PRIMARY XPKRoute Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 379 All Tables Route

Page 398

Table 329: Fields in Route Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Additional information about the route. Description NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID AK-1 NOT NULL VNAME32 An enterprise name for the route. This must be unique among all routes in the enterprise. EnterpriseName PK NOT NULL DBINT Unique identifier for the route. RouteID FK, IE-1 NULL DBINT Associated Service.SkillTargetID. Every route that terminates at a peripheral should have a service. ServiceSkillTargetID FK, IE-1 NULL DBINT Foreign key from the Skill Target table that represents the destination of the route. The destination is a Service, Skill Group, Agent, or Translation Route. SkillTargetID Route_Call_Detail This table is one of the tables in the Route category (see Route, on page 625). For more information about database rules of these tables, see Route Tables, on page 700. It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also. Whenever the system software receives a routing request, each row in this table records information about the routing request and the route the system software chooses for it. Therefore, the system generates a Route_Call_Detail record for every routing request it processes. Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 380 All Tables Route_Call_Detail

Page 399

database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs. Related Tables • Call_Type, on page 112 (through CallTypeID) • Dialed_Number, on page 215 (through DialedNumberID) • Network_Target, on page 310 (through NetworkTargetID) • Route, on page 379 (through RouteID) • Route_Call_Variable, on page 391 (RecoveryKey maps to Route_Call_Variable.RCDRecoveryKey) • Routing_Client, on page 416 (through RoutingClientID) • Script, on page 441 (through ScriptID) • Script_Cross_Reference, on page 443 (through FinalObjectID) • Termination_Call_Detail, on page 566 (through Day + RouterCallKey) Table 330: Indexes for Route_Call_Detail Table index_keys index_description index_name RecoveryKey Primary key Note Unlike the default, this primary key is nonclustered. XPKRoute_Call_Detail DateTime Inversion key XIE1Route_Call_Detail DbDateTime Inversion key XIE2Route_Call_Detail DateTime, RouterCallKey, RouterCallKeySequenceNumber Inversion key XIE3Route_Call_Detail Table 331: Fields in Route_Call_Detail Table Keys and NULL Option Data Type Description Name NULL VNAME32 Automatic Number Identification, identifies the calling party. ANI NULL DBINT Foreign key to the Application_Gateway table and represents the instance that is selected by the Contact sharing node for this route. ApplicationGatewayID NULL DBDATETIME A new time stamp that indicates when the call entered the current CallType. BeganCallTypeDateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 381 All Tables Route_Call_Detail

Page 400

Keys and NULL Option Data Type Description Name NULL DBDATETIME A new time stamp that indicates when the first route request was received for this call. BeganRoutingDateTime NULL DBDATETIME The time at which the Central Controller started routing the call. It is reported in the UTC format. CallStartDateTimeUTC NULL DBINT Time in seconds that the system took to segment a private network call. For example, if the system software handed off the caller to a menu of choices, CallSegmentTime reflects the length of time the caller spent in the menu. CallSegmentTime NULL varbinary(max) The system software does not populate this field. It is reserved for future use. CallTrace FK NULL DBINT Foreign key from Call Type table. If a script changed the call type, this is the final call type for the call. This unique identifier is generated automatically by the system software. CallTypeID NULL VARCHAR(30) Customer Database Provided Digits. Used to track a call from the public network to the peripheral. ISDN is required to carry the information to the switch. CDPD NULL VARCHAR(30) Caller-Entered Digits. CED Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 382 All Tables Route_Call_Detail

Page 401

Keys and NULL Option Data Type Description Name NULL DBINT Note This field is not supported for 15.0(1) release. Contact Share Error code returned by the contact share node. • 0 - No error • 2 - CS_NOT_CONNECTED No connection to the Contact Share process. • 3 - CS_TIMED_OUT Request to the Contact Share process failed. • 4 - CS_CONFIG_ERROR Contact Share process encountered a configuration related error. • 5 - CS_EXECUTION_ERROR Contact Share process encountered an expression execution related error. • 8 - CS_APPGTW_ERROR Unable to lookup application gateway with the code that the Contact Share process returned. • 9 - CS_UNKNOWN_ERROR Contact Sharing encountered an unknown error. ContactShareErrorCode NULL DBINT Note This field is not supported for 15.0(1) release. Foreign key to the Contact_Share_Group table and represents the Contact Share Group ID for this route. ContactShareGroupID NULL DBINT Note This field is not supported for 15.0(1) release. Foreign key to the Contact_Share_Queue table and represents the Contact Share Queue ID selected by the Contact Sharing node for this route. ContactShareQueueID NULL DBFLT4 Note This field is not supported for 15.0(1) release. Result of the Contact Share Calculation as defined by the Rule Expression. ContactShareResult Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 383 All Tables Route_Call_Detail

Page 402

Keys and NULL Option Data Type Description Name NULL DBINT Note This field is not supported for 15.0(1) release. Foreign key to the Contact_Share_Rule table and represents the Contact Share Rule in effect at the time of this route. ContactShareRuleID IE-1 NOT NULL DBDATETIME The date and time when the call was routed. DateTime IE-2 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime FK NULL DBINT Foreign key from the Dialed Number table. DialedNumberID NULL VNAME32 The dialed number for the call. If the dialed number for the call is configured, this is the same as the DialedNumberString of the dialed number specified by DialedNumberID. If the dialed number for the call is not configured, this is the dialed number string and DialedNumberID is NULL. DialedNumberString NULL DBINT A unique identifier for this ECC payload ECCPayloadID NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL VARCHAR(64) Reserved for future use FutureUseVarchar1 NULL VARCHAR(64) Reserved for future use FutureUseVarchar2 NULL DBINT Identifies the node ID of the last script node that was run to route the call. FinalObjectID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 384 All Tables Route_Call_Detail

Page 403

Keys and NULL Option Data Type Description Name NULL VNAME32 Identifies the label that was passed to the routing client. For a translation routed call, this is the label for translation route, not the ultimate destination. If the label passed to the routing client for the call is configured, this will be the same as the Label field of the label specified by LabelID. If the label for the call is not configured, this is the label passed back to the routing client and the LabelID will be NULL. Label FK NULL DBINT Identifies the label that was passed to the routing client. For a translation routed call, this is the label for the translation route, not the ultimate destination. LabelID NULL DBINT An identifier for the Media Routing Domain in the Unified ICM system configuration MRDomainID NULL DBSMALLINT The originator of the request: • - 1 = Unspecified • 1 = Switch • 2= CallSim • 3 = TestCall MsgOrigin NULL DBINT Time in seconds the call spent in a network router queue. For Unified CCEor translation routed calls, NetQTime is included in the computation of answer wait time. For legacy ACDS, OPC does nothing with the NetQTime other than put it in the Termination_Call_Detail record. NetQTime FK NULL DBINT Identifies the scheduled target or peripheral target that was chosen by the system software. NetworkTargetID NULL VARCHAR(8) The origin of the route request. Originator NULL DBSMALLINT Type of originator for a private network route request. A private network route request is sent from the ACD to the system software through the Peripheral Gateway. For a list of valid options, see Route Call Detail Fields, on page 664. OriginatorType NULL DBSMALLINT The priority that a private network routing client gives to the call. Supported by Lucent ASAI. Priority Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 385 All Tables Route_Call_Detail

Page 404

Keys and NULL Option Data Type Description Name NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay PK NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. Note Unlike the default, this primary key is nonclustered. RecoveryKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 386 All Tables Route_Call_Detail

Page 405

Keys and NULL Option Data Type Description Name NULL DBINT RequeryResult Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 387 All Tables Route_Call_Detail

Page 406

Keys and NULL Option Data Type Description Name The reason for the last Requery operation. • REQUERY_ANSWER (0) - Script ends. The call is successfully sent to the selected target. This variable is used internally by the CallRouter. You cannot test this variable in an IF node. • REQUERY_ROUTE_SELECT_FAILURE (1)

Routing client generated an error code from ReRouteReq msg indicating a Route Select failure. • REQUERY_CALLED_PARTY_BUSY (2) - Routing client generated an error code from ReRouteReq msg indicating that the called party is busy. • REQUERY_NO_ANSWER (3) - Routing client generated an error code from ReRouteReq msg indicating no answer. • REQUERY_ERROR (4) - CallRouter generated an error code. The attempt to send the call to target, failed as the target is not reachable (i.e., busy, ring no answer). • REQUERY_ABORTED (5) - The attempt to send the call to a target failed as the caller abandoned before the call is delivered to its destination. In the case of ABANDON and DISCONNECT, the CallRouter assumes the call is ended and ends the script. The RequeryStatus value is set to 5, indicating REQUERY_ABORTED. This variable is used internally by the CallRouter. You cannot test this variable in an IF node. • REQUERY_TIMED_OUT (6) - The call attempt failed as the routing client did not respond to the router within the DivertOnBusyCallTimeout period (180 seconds by default). If the target node has Router Requery enabled, when DivertOnBusyCallTimeout period expires, the router closes the Router Requery with REQUERY_TIMED_OUT. This variable is used internally by the CallRouter. You cannot test this variable in an IF node. • REQUERY_NOT_SUPPORTED(7)–Requery Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 388 All Tables Route_Call_Detail

Page 407

Keys and NULL Option Data Type Description Name is not supported. NOT NULL DBSMALLINT Type of request. For the list of values, see Route Call Detail Fields, on page 664. RequestType FK NULL DBINT Foreign key from the Route table. This system software identifier specifies the route where the call was sent. A route is a value that is returned by a routing script that maps to a target at a peripheral. This target can be a service, skill group, agent, or translation route. The value (for example, 5000), is unique among all routes in the enterprise. It is taken from the Route table in the Unified ICM central database. Route IDs are generated automatically when a route is configured in the Route Configuration window of Unified ICM Configuration Manager. RouteID NOT NULL DBINT A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. The system software resets this counter at midnight. RouterCallKey NOT NULL DBINT A value indicating the day that the call was received and the Route_Call_Detail record was created. RouterCallKeyDay NULL DBINT A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. For PG routing clients, this field defines the Termination_Call_Detail instance that initiated the route request. RouterCallKeySequenceNumber NULL DBSMALLINT Error code from the CallRouter process. See Router Error Codes for the complete list of RouterError codes. RouterErrorCode NULL DBINT Number of seconds the call was held in the CallRouter queue. RouterQueueTime NULL DBINT Call counter generated by the routing client in a private network. The counter occasionally resets, so duplicate values do occur. RoutingClientCallKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 389 All Tables Route_Call_Detail

Page 408

Keys and NULL Option Data Type Description Name FK NOT NULL DBSMALLINT Foreign key from the Routing Client table. This is a unique identifier for this routing client. The routing client ID is generated automatically when the routing client is configured in the Routing Client Configuration window of Unified ICM Configuration Manager. RoutingClientID FK NULL DBINT Foreign key from Script table. Indicates the script used to route the call. This unique identifier is generated automatically by the system software. ScriptID NULL VNAME32 The label associated with the ultimate target at the switch. For a translation routed call, this is the label of the final destination, not of the translation route itself. If the label for the call is configured, this will be the same as the Label field of the label specified by TargetLabelID. If the label for the call is not configured, this is the final label for the call and TargetLabelID will be NULL. TargetLabel NULL DBINT The label associated with the ultimate target at the switch. For a translation routed call, this is the label of the final destination, not of the translation route itself. TargetLabelID NULL DBINT A numeric value representing the result of the routing script. To see the list of values, see Route Call Detail Fields, on page 664. TargetType NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL CHAR(4) This field is reserved. Unused NULL VARCHAR(131) ISDN private network User to User information. For tasks related to the Webex Connect integration with CCE, this field displays the client task ID. UserToUser NULL VARCHAR(40) User-defined call variable. Variable1 NULL VARCHAR(40) User-defined call variable. Variable2 NULL VARCHAR(40) User-defined call variable. Variable3 NULL VARCHAR(40) User-defined call variable. Variable4 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 390 All Tables Route_Call_Detail

Page 409

Keys and NULL Option Data Type Description Name NULL VARCHAR(40) User-defined call variable. Variable5 NULL VARCHAR(40) User-defined call variable. Variable6 NULL VARCHAR(40) User-defined call variable. Variable7 NULL VARCHAR(40) User-defined call variable. Variable8 NULL VARCHAR(40) User-defined call variable. Variable9 NULL VARCHAR(40) User-defined call variable. Variable10 NULL DBINT The VRUProgress call variable value. VruProgress NULL DBINT Number of VRU Script nodes encountered by the call. VruScripts Route_Call_Variable This table is one of the tables in the Route category (see Route, on page 625). For more information about database rules of these tables, see Route Tables, on page 700. It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also. Each row records the value of an expanded call variable for a call routed by the system software. If the expanded call variable is an array, one Route_Call_Variable row is generated for each element of the array. Therefore, the system software generates a Route_Call_Variable record for each enabled persistent expanded call variable for every routing request it processes. Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs. Related Tables Expanded_Call_Variable, on page 259 (via ExpandedCallVariableID) Route_Call_Detail, on page 380 (RCDRecoveryKey maps to Route_Call_Detail.RecoveryKey) Table 332: Indexes for Route_Call_Variable Table index_keys index_description index_name RCDRecoveryKey, ExpandedCallVariableID, ArrayIndex Clustered, unique, unique key located on PRIMARY XAK1Route_Call_Variable Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 391 All Tables Route_Call_Variable

Page 410

index_keys index_description index_name DateTime Nonclustered located on PRIMARY XIE1Route_Call_Variable DbDateTime Nonclustered located on PRIMARY XIE2Route_Call_Variable RecoveryKey Nonclustered, unique, primary key located on PRIMARY XPKRoute_Call_Variable Table 333: Fields in Route_Call_Variable Table Keys and NULL Option Data Type Description Name AK-2 NOT NULL DBINT If the expanded call variable is an array, this identifies the array element: 0 to N-1, where N is the size of the array. ArrayIndex IE-1 NOT NULL DBSMALLDATE The date and time when the call was routed. DateTime IE-2 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL VARCHAR(255) The value of the call variable or array element. ECCValue AK-2, FK NOT NULL DBSMALLINT Identifies the expanded call variable. ExpandedCallVariableID AK-2 NOT NULL DBFLT8 The RecoveryKey value from the associated Route_Call_Detail row. RCDRecoveryKey AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey Route_Five_Minute This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. It gets populated on central and HDS databases. Each row contains statistics about a route during the most recent five-minute interval. The system software generates Route_Five_Minute records for each route. Related Table Route, on page 379 (via RouteID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 392 All Tables Route_Five_Minute

Page 411

Table 334: Indexes for Route_Five_Minute Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Route_Five_Minute DateTime, RouteID, TimeZone Clustered, unique, primary key located on PRIMARY XPKRoute_Five_Minute Table 335: Fields in Route_Five_Minute Table Keys and NULL Option Data Type Description Name NULL DBINT Number of agents in the Talking state for the route at the end of the five-minute interval. AgentsTalking NULL DBINT Average delay time of abandoned calls in queue for the route during the five-minute interval. AvgDelayQAbandTo5 NULL DBINT Average delay in queue for the route at the end of the five-minute interval. AvgDelayQNow NULL DBINT Average handle time in seconds for calls to the route ending during the five-minute interval. This includes any HoldTime, TalkTime, and WorkTime associated with the call. The HandleTime and AvgHandleTime values are updated in the database when the after-call work time associated with the call (if any) is completed. AvgHandleTimeTo5 NULL DBINT Average answer wait time for all incoming calls to the route during the five-minute interval. AvgSpeedAnswerTo5 NULL DBINT Average talk time in seconds for calls to the route ending during the five-minute interval. Talk time is populated with the TalkTime and HoldTime associated with call to the route. AvgTalkTimeTo5 NULL DBINT Running total of calls to the route abandoned in queue since midnight. CallsAbandQToday NULL DBINT Number of calls to the route answered during the five-minute DBINTerval. CallsAnsweredTo5 NULL DBINT Number of calls to the route answered since midnight. CallsAnsweredToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 393 All Tables Route_Five_Minute

Page 412

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls to the route handled during the five-minute DBINTerval. A call is counted as handled when the call is finished (that is, when any after-call work associated with the call is completed). Handled Call • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledTo5 NULL DBINT Running total of calls to the route handled at the peripheral since midnight. CallsHandled includes all calls handled by any answering resource for the route (for example, an IVR, agent, or voice mail port). CallsHandledToday NULL DBINT Running total of incoming calls to this route since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). CallsIncomingToday NULL DBINT The total number of inbound and outbound calls that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the route at the end of the five-minute interval. CallsInProgress NULL DBINT Number of calls to the route that were removed from the queue during the five-minute interval (includes abandoned calls). CallsLeftQTo5 NULL DBINT Number of calls to the route offered in the five-minute interval. The CallsOffered count includes calls that are overflowed and transferred into the service or route. A call is counted as offered as soon as it is associated with a route. CallsOfferedTo5 NULL DBINT Running total of incoming calls plus internal calls offered to the route since midnight. CallsOfferedToday NULL DBINT Calls in queue for the route at the peripheral at the end of the interval. CallsQNow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 394 All Tables Route_Five_Minute

Page 413

Keys and NULL Option Data Type Description Name NULL DBINT Running total of calls the system software sent to the route since midnight. CallsRoutedToday PK NOT NULL DBSMALLDATE The Central Controller date and time at the start of the five-minute interval. DateTime NULL DBINT Length of time that the longest call in the queue for the route had been there at the end of the five-minute interval. LongestCallQ NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK, FK NOT NULL DBINT Foreign key from the Route table. RouteID NULL DBINT Total of calls to the route abandoned within the service level threshold during the five-minute interval. ServiceLevelAbandTo5 NULL DBINT Cumulative total of calls to the route abandoned within the service level threshold since midnight. ServiceLevelAbandToday NULL DBINT Total number of calls to the route that had a service level event during the five-minute interval. ServiceLevelCallsOfferedTo5 NULL DBINT Total number of calls to the route that had a service level event since midnight. ServiceLevelCallsOfferedToday NULL DBINT Number of calls to the route that had been in queue longer than the service level threshold as of the end of the five-minute interval. ServiceLevelCallsQHeld NULL DBINT Total of calls to the route answered within the service level threshold during the five-minute interval. ServiceLevelCallsTo5 NULL DBINT Cumulative total of calls to the route answered within the service level since midnight. ServiceLevelCallsToday NULL DBFLT4 Service level for the route for the five-minute interval. ServiceLevelTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 395 All Tables Route_Five_Minute

Page 414

Keys and NULL Option Data Type Description Name NULL DBFLT4 Cumulative service level for this route since midnight. The system software uses the same type of calculation as specified for the service associated with the route. ServiceLevelToday PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBFLT4 This field is not used. Unused1 Route_Half_Hour This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Central database only. Each row contains statistics for each route during the most recent 30-minute interval. The system software generates Route_Half_Hour records for each route. Related Table Route, on page 379 (via RouteID) Table 336: Indexes for Route_Half_Hour Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Route_Half_Hour DbDateTime nonclustered located on PRIMARY XIE1Route_Half_Hour DateTime, RouteID, TimeZone clustered, unique, primary key located on PRIMARY XPKRoute_Half_Hour Table 337: Fields in Route_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT Sum of answer wait time in seconds for all incoming calls to the route during the half-hour interval. AnswerWaitTimeToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 396 All Tables Route_Half_Hour

Page 415

Keys and NULL Option Data Type Description Name NULL DBINT Average delay time of calls to the route that were abandoned in queue during the half-hour interval. This value is calculated as follows: DelayQAbandTimeToHalf / CallsAbandQToHalf AvgDelayQAbandToHalf NULL DBINT Average delay in seconds for calls queued for the route during the half-hour interval. The value is calculated as follows: DelayQTimeToHalf / CallsQToHalf AvgDelayQToHalf NULL DBINT The average handled calls time in seconds for calls counted as handled for the route during the half-hour interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. This value is calculated as follows: HandleTimeToHalf / CallsHandledToHalf. The AvgHandleTime value is counted when the after-call work time associated with the call is completed, and the database is updated every half hour. AvgHandleTimeToHalf NULL DBINT Average answer wait time for all incoming calls to the route in the half-hour interval. This value is calculated as follows: AnswerWaitTimeToHalf / CallsAnsweredToHalf AvgSpeedAnswerToHalf NULL DBINT The average talk time in seconds for calls to the route. Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the route (from Termination_Call_Detail). This value is calculated as follows: TalkTimeToHalf / CallsHandledToHalf .The field is counted when all after-call work associated with the call is completed, and the database is updated every half hour. AvgTalkTimeToHalf NULL DBINT The number of calls that were blind transferred out for this route during the half-hour interval. BlindTransfersOutToHalf NULL DBINT Number of calls abandoned in queue on this route during the half-hour interval. CallsAbandQToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 397 All Tables Route_Half_Hour

Page 416

Keys and NULL Option Data Type Description Name NULL DBINT The total number of calls answered by agents, IVRs, or voice-mail ports for the route during the half-hour interval. CallsAnsweredToHalf NULL DBINT Total number of calls handled on this route during the half-hour interval. CallsHandled includes all calls handled by any answering resource for the route (for example, an IVR, agent, or voice mail port). A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledToHalf NULL DBINT Total of incoming calls on this route during the half-hour interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). CallsIncomingToHalf NULL DBINT Total of incoming calls plus internal calls offered on this route during the half-hour interval. CallsOfferedToHalf NULL DBINT Number of calls to the route in queue during the half-hour interval. A call that queues multiple times is counted as queued once for the route. CallsQToHalf NULL DBINT Total calls the system software sent to this route during the half-hour interval. CallsRoutedToHalf PK NOT NULL DBSMALLDATE The date and time at the start of the half-hour interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL DBINT The total number of seconds that calls to the route that were abandoned in queue waited during the interval. These are calls that existed in the queue but were abandoned before being handled by an agent or trunk device. DelayQAbandTimeToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 398 All Tables Route_Half_Hour

Page 417

Keys and NULL Option Data Type Description Name NULL DBINT Sum of delay time of all calls in queue for the route during the half-hour interval. This field is populated with the LocalQTime from the Termination_Call_Detail record. DelayQTimeToHalf NULL DBINT The number of calls to the route that were determined to be closed following an interruption in data during the half-hour interval. ForcedClosedCalls are calls that terminated because of errors tracking the call's state transition. Calls may become forced closed if there is lack of events from the ACD's CTI interfaces (for example, a lack of a Disconnect event, or failure on the switch's CTI connection). ForcedClosedCallsToHalf NULL DBINT The total time in seconds that calls were handled for the route during the half-hour interval. Handle time is tracked only for inbound ACD calls that are counted as handled for the route. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any HoldTime, TalkTime, and WorkTime associated with the call. The HandleTime and AvgHandleTime values are updated in the database when the after-call work time associated with the call is completed. HandleTimeToHalf NULL DBINT Total hold time in seconds for calls to the route that ended during the half-hour interval. HoldTimeToHalf NULL DBINT The longest time in seconds a call was in queue for the route before being abandoned during the half-hour interval. This includes the LocalQTime, DelayTime, and RingTime. LongestCallAbandTime NULL DBINT The longest time in seconds a call was in queue for the route before being answered during the half-hour interval. This includes the LocalQTime for the call. LongestCallDelayQTime NULL DBINT Number of calls that the peripheral retargeted, or overflowed, into the route during the half-hour interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). OverflowInToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 399 All Tables Route_Half_Hour

Page 418

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls the peripheral retargeted, or overflowed, out of the route during the half-hour interval. The system software keeps counts of the number of calls moved our of each service or route (overflowed out) and moved into each service or route (overflowed in). OverflowOutToHalf NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval. RedirectNoAnsCallsToHalf NULL DBINT Reserved for future use. Reserved1 NULL DBINT Reserved for future use. Reserved2 NULL DBINT Reserved for future use. Reserved3 NULL DBINT Reserved for future use. Reserved4 NULL DBFLT4 Reserved for future use. Reserved5 PK, FK NOT NULL DBINT Foreign key from the Route table. RouteID NULL DBINT Cumulative total of calls to the route abandoned within the service level during the half-hour interval. ServiceLevelAbandToHalf NULL DBINT Number of calls to the route that have had a service level event during the current half-hour interval. ServiceLevelCallsOfferedToHalf NULL DBINT Cumulative total of calls to the route answered within the service level during the half-hour interval. ServiceLevelCallsToHalf NULL DBFLT4 Cumulative service level for the route during the half-hour interval. The system software uses the same type of service level calculation as specified for the service associated with the route. ServiceLevelToHalf NULL DBINT Service Level Type used to calculate Service level for this interval ServiceLevelType Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 400 All Tables Route_Half_Hour

Page 419

Keys and NULL Option Data Type Description Name NULL DBINT The time, in seconds, accumulated by calls that were too short to be counted as abandoned during the half-hour interval. These calls were abandoned before the abandoned call wait time expired. ShortCallsTimeToHalf NULL DBINT The total number of calls to the route that were too short to be considered abandoned during the half-hour interval. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned, nor are they accounted for in any of the Unified ICM abandoned calls calculations. ShortCallsToHalf NULL DBINT The number of seconds the call was talking plus the number of seconds the call was on hold. TalkTime for routes and services is taken from the TalkTime and HoldTime. It is counted when any after-call work associated with the call is completed, and the database is updated every half hour. TalkTimeToHalf NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Route_Real_Time Table This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Local database only. Each row contains real time information about a route. The system software generates a Route_Real_Time record for each route. Related Table Route, on page 379 (via RouteID) Table 338: Indexes for Route_Real_Time Table index_keys index_description index_name RouteID clustered, unique, primary key located on PRIMARY XPKRoute_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 401 All Tables Route_Real_Time

Page 420

Table 339: Fields in Route_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT Number of agents for the route currently in the talking state AgentsTalking NULL DBINT Sum of answer wait time in seconds for all calls offered to the route during the current half-hour interval. AnswerWaitTimeHalf NULL DBINT Sum of answer wait time in seconds for all calls offered to the route during the rolling five-minute interval. AnswerWaitTimeTo5 NULL DBINT Sum of answer wait time in seconds for all calls offered to the route since midnight. AnswerWaitTimeToday NULL DBINT Average delay time of abandoned calls in queue for the route during the rolling five-minute interval: DelayQAbandTimeTo5 / CallsAbandQTo5. AvgDelayQAbandTo5 NULL DBINT Average delay for calls to the route currently in queue. AvgDelayQNow NULL DBINT Average handle time in seconds for calls to the route ending during the rolling five-minute interval: HandleTimeTo5 / CallsHandledTo5. AvgHandleTimeTo5 NULL DBINT Average answer wait time for all calls offered to the route during the rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5. AvgSpeedAnswerTo5 NULL DBINT Average talk time in seconds for calls to the route ending during the rolling five-minute interval: TalkTimeTo5 / CallsHandledTo5. AvgTalkTimeTo5 NULL DBINT Number of calls to this route abandoned while in queue or ringing during the current half-hour interval. CallsAbandQHalf NULL DBINT Number of calls to the route abandoned while in queue or ringing during the rolling five-minute interval. CallsAbandQTo5 NULL DBINT Number of calls to this route abandoned while in queue or ringing since midnight. CallsAbandQToday NULL DBINT Number of calls to the route answered by agents during the current half-hour interval. CallsAnsweredHalf NULL DBINT Number of calls to the route answered by agents during the rolling five-minute interval. CallsAnsweredTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 402 All Tables Route_Real_Time

Page 421

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls to the route answered by agents since midnight. CallsAnsweredToday NULL DBINT Number of calls handled on the route during the current half-hour interval. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledHalf NULL DBINT Number of calls handled for the route during the rolling five-minute interval. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledTo5 NULL DBINT Number of calls handled on the route since midnight. CallsHandledToday NULL DBINT Number of incoming calls on this route during the current half-hour interval. CallsIncomingHalf NULL DBINT Number of incoming calls on this route since midnight. CallsIncomingToday NULL DBINT Number of calls in queue or being handled on this route now. CallsInProgress NULL DBINT Number of calls to the route that were removed from the queue during the rolling five-minute interval (includes abandoned calls). CallsLeftQTo5 NULL DBINT Number of incoming calls plus internal calls offered on this route during the current half-hour interval. CallsOfferedHalf NULL DBINT Number of calls offered to the route during the rolling five-minute interval. CallsOfferedTo5 NULL DBINT Number of incoming calls plus internal calls offered on this route since midnight. CallsOfferedToday NULL DBINT Number of calls to the route in queue now at the peripheral. CallsQNow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 403 All Tables Route_Real_Time

Page 422

Keys and NULL Option Data Type Description Name NULL DBINT Total queue time in seconds for all calls to the route currently in queue. CallsQNowTime NULL DBINT Number of calls sent on this route during the current half-hour interval. CallsRoutedHalf NULL DBINT Number of calls the system software sent to this route since midnight. CallsRoutedToday NOT NULL DBDATETIME Date and time that this data was last updated. DateTime NULL DBINT Sum of delay time of all calls to route abandoned in queue during the rolling five-minute interval. DelayQAbandTimeTo5 NULL DBINT Total handle time in seconds for calls to the route ending during the current half-hour interval. HandleTimeHalf NULL DBINT Total handle time in seconds for calls to the route ending during the rolling five-minute interval. HandleTimeTo5 NULL DBINT Total handle time in seconds for calls to the route ending since midnight. HandleTimeToday NULL DBINT The total hold time in seconds for calls to the route ending during the current half-hour interval. HoldTimeHalf NULL DBINT The total hold time in seconds for calls to the route ending during the rolling five-minute interval. HoldTimeTo5 NULL DBINT The total hold time in seconds for calls to the route ending since midnight. HoldTimeToday NULL DBDATETIME TTime that the longest call in the queue for the route was put there. LongestCallQ NULL DBINT Number of overflowed in calls now in queue or in progress for the route. OverflowInNow NULL DBINT Number of overflowed out calls for the route now in queue or in progress elsewhere. OverflowOutNow NULL DBINT Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval. RedirectNoAnsCallsHalf NULL DBINT Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the rolling five-minute interval. RedirectNoAnsCallsTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 404 All Tables Route_Real_Time

Page 423

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls that rang at an agent's terminal and redirected on failure to answer in this service since midnight. RedirectNoAnsCallsToday PK, FK NOT NULL DBINT Foreign key from the Route table. RouteID NULL DBINT Number of calls to the route abandoned within the service level threshold during the current half-hour interval. ServiceLevelAbandHalf NULL DBINT Number of calls abandoned within the service level threshold during the rolling five-minute interval. ServiceLevelAbandTo5 NULL DBINT Number of calls to the route abandoned within the service level threshold since midnight. ServiceLevelAbandToday NULL DBINT Number of calls to the route answered within the service level threshold during the current half-hour interval. ServiceLevelCallsHalf NULL DBINT Number of calls to the route that have had a service level event during the current half-hour interval. ServiceLevelCallsOfferedHalf NULL DBINT Number of calls to the route that have been either answered or abandoned during the rolling five-minute interval. ServiceLevelCallsOfferedTo5 NULL DBINT Number of calls to the route that have had a service level event since midnight. ServiceLevelCallsOfferedToday NULL DBINT Number of calls to the route currently in queue for longer than the service level threshold. ServiceLevelCallsQHeld NULL DBINT Number of calls to the route answered within the service level threshold during the rolling five-minute interval. ServiceLevelCallsTo5 NULL DBINT Number of calls to the route answered within the service level threshold since midnight. ServiceLevelCallsToday NULL DBFLT4 Service level for the route during the current half-hour interval. ServiceLevelHalf NULL DBFLT4 Service level for the route during the rolling five-minute interval. ServiceLevelTo5 NULL DBFLT4 Service level for the route since midnight. The system software uses the same type of calculation as specified for the service associated with the route. ServiceLevelToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 405 All Tables Route_Real_Time

Page 424

Keys and NULL Option Data Type Description Name NULL DBINT The total talk time in seconds for calls to the route ending during the current half-hour interval. TalkTimeHalf NULL DBINT The total talk time in seconds for calls to the route ending during the rolling five-minute interval. TalkTimeTo5 NULL DBINT The total talk time in seconds for calls to the route ending since midnight. TalkTimeToday Router_Queue_Interval This table defines the statistics about each Precision Queue during the last 15 or 30 minute interval. Table 340: Indexes for Router_Queue_Interval Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Router_Queue_Interval DbDateTime nonclustered located on PRIMARY XIE1Router_Queue_Interva DateTime, PrecisionQueueID, TimeZone Clustered unique primary key located on PRIMARY XPKRouter_Queue_Interval Table 341: Fields in Router_Queue_Interval Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls abandoned within Interval 1. For Router Queue Interval, AbandInterval is calculated from the time the call is queued to a precision queue, to the time the call is abandoned. This includes any requery time. AbandInterval1 NULL DBINT Number of calls abandoned within interval 2. See AbandInterval1. AbandInterval2 NULL DBINT Number of calls abandoned within interval 3. See AbandInterval1. AbandInterval3 NULL DBINT Number of calls abandoned within interval 4. See AbandInterval1. AbandInterval4 NULL DBINT Number of calls abandoned within interval 5. See AbandInterval1. AbandInterval5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 406 All Tables Router_Queue_Interval

Page 425

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls abandoned within interval 6. See AbandInterval1. AbandInterval6 NULL DBINT Number of calls abandoned within interval 7. See AbandInterval1. AbandInterval7 NULL DBINT Number of calls abandoned within interval 8. See AbandInterval1. AbandInterval8 NULL DBINT Number of calls abandoned within interval 9. See AbandInterval1. AbandInterval9 NULL DBINT Number of calls abandoned within interval 10. See AbandInterval1. AbandInterval10 NULL DBINT Number of calls abandoned in step 1. AbandStep1 NULL DBINT Number of calls abandoned in step 2. AbandStep2 NULL DBINT Number of calls abandoned in step 3. AbandStep3 NULL DBINT Number of calls abandoned in step 4. AbandStep4 NULL DBINT Number of calls abandoned in step 5. AbandStep5 NULL DBINT Number of calls abandoned in step 6. AbandStep6 NULL DBINT Number of calls abandoned in step 7. AbandStep7 NULL DBINT Number of calls abandoned in step 8. AbandStep8 NULL DBINT Number of calls abandoned in step 9. AbandStep9 NULL DBINT Number of calls abandoned in step 10. AbandStep10 NULL DBINT The number of calls answered within Interval 1. For Router Queue Interval, AnsInterval is calculated from the time the call is queued to a precision queue, to the time the call is answered. This includes any requery time. AnsInterval1 NULL DBINT Number of calls answered within interval 2. See AnsInterval1. AnsInterval2 NULL DBINT Number of calls answered within interval 3. See AnsInterval1. AnsInterval3 NULL DBINT Number of calls answered within interval 4. See AnsInterval1. AnsInterval4 NULL DBINT Number of calls answered within interval 5. See AnsInterval1. AnsInterval5 NULL DBINT Number of calls answered within interval 6. See AnsInterval1. AnsInterval6 NULL DBINT Number of calls answered within interval 7. See AnsInterval1. AnsInterval7 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 407 All Tables Router_Queue_Interval

Page 426

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls answered within interval 8. See AnsInterval1. AnsInterval8 NULL DBINT Number of calls answered within interval 9. See AnsInterval1. AnsInterval9 NULL DBINT Number of calls answered within interval 10. See AnsInterval1. AnsInterval10 NULL DBINT Number of calls answered in step 1. AnsStep1 NULL DBINT Number of calls answered in step 2. AnsStep2 NULL DBINT Number of calls answered in step 3. AnsStep3 NULL DBINT Number of calls answered in step 4. AnsStep4 NULL DBINT Number of calls answered in step 5. AnsStep5 NULL DBINT Number of calls answered in step 6. AnsStep6 NULL DBINT Number of calls answered in step 7. AnsStep7 NULL DBINT Number of calls answered in step 8. AnsStep8 NULL DBINT Number of calls answered in step 9. AnsStep9 NULL DBINT Number of calls answered in step 10. AnsStep10 NULL DBINT Attribute 1 associated with the precision queue. AttributeID1 NULL DBINT Attribute 2 associated with the precision queue. AttributeID2 NULL DBINT Attribute 3 associated with the precision queue. AttributeID3 NULL DBINT Attribute 4 associated with the precision queue. AttributeID4 NULL DBINT Attribute 5 associated with the precision queue. AttributeID5 NULL DBINT Attribute 6 associated with the precision queue. AttributeID6 NULL DBINT Attribute 7 associated with the precision queue. AttributeID7 NULL DBINT Attribute 8 associated with the precision queue. AttributeID8 NULL DBINT Attribute 9 associated with the precision queue. AttributeID9 NULL DBINT Attribute 10 associated with the precision queue. AttributeID10 NULL DBINT Foreign Key to the BucketInterval table. BucketIntervalID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 408 All Tables Router_Queue_Interval

Page 427

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls that were abandoned and de-queued from this precision queue. When a call is queued to multiple precision queues and abandoned, the CallsAbandQ field is incremented for one precision queue and CallsAbandDequeued is incremented for all of the other precision queues. The precision queue that is charged with the abandon is the one to which the call had been continuously queued to the longest at the time of the abandon. Usually, this would be the first precision queue the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order. The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to precision queue. This value is set by the call router. CallsAbandDequeued NULL DBINT In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups. CallsAbandToAgent NULL DBINT Number of calls queued to the group by the CallRouter that were abandoned during the half- hour interval. This field is set by the CallRouter. CallsAbandQ NULL DBINT Number of calls answered by this precision queue across all peripherals. CallsAnswered NULL DBINT The number of calls that were de-queued from this precision queue to be routed to another Skill Group or precision queue in the reporting interval. This field is also incremented when a call is de-queued via Cancel Queue node. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. CallsDequeued Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 409 All Tables Router_Queue_Interval

Page 428

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls routed or queued for the Precision Queue in the reporting interval. This value is set by the Call Router. This fields does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOffered field of Skill_Group tables. Note CallsOffered = CallsAbandToAgent + CallsHandled + CallsDequeued + RedirectNoAnsCalls + RouterError + CallsAbandQ + CallsAbandDequeued. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. This value is incremented by: • CallType short calls that are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.) • Calls that are cancelled bis Cancel Queue node and re-queued to the same Skill Group. • Calls that are routed to a Skill Group, re-queried, and re-queued to the same Skill Group CallsOffered NOTNULL DBSMALLDATE The date and time at the start of the reporting interval. DateTime NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL DBINT The summation of time spent waiting in queue with this skill group by callers that abandon before being routed to an agent. DelayQAbandTime NULL DBINT The value represents the number of calls that reached an agent's terminal and been redirected on failure to answer in this Precision Queue during the current reporting interval. RedirectNoAnsCalls NULL DBINT The value represents the number of inbound routed calls answered and wrap-up completed by agents associated with this Precision Queue during the reporting interval. This field is applicable for Unified CCE. A handled call is either: • An incoming routed call that was answered by an agent and then completed. • A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. CallsHandled Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 410 All Tables Router_Queue_Interval

Page 429

Keys and NULL Option Data Type Description Name NULL DBINT The value represents the number of abandoned short calls. If the call abandons before the Abandon Call Wait Time threshold, the call is reported as a short call. For every abandoned short call, the value is incremented by 1. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBINT The maximum number of calls queued for this precision queue during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued. MaxCallsQueued NULL DBINT The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable. MaxCallWaitTime NULL DBINT Number of calls offered in step 1. OfferedStep1 NULL DBINT Number of calls offered in step 2. OfferedStep2 NULL DBINT Number of calls offered in step 3. OfferedStep3 NULL DBINT Number of calls offered in step 4. OfferedStep4 NULL DBINT Number of calls offered in step 5. OfferedStep5 NULL DBINT Number of calls offered in step 6. OfferedStep6 NULL DBINT Number of calls offered in step 7. OfferedStep7 NULL DBINT Number of calls offered in step 8. OfferedStep8 NULL DBINT Number of calls offered in step 9. OfferedStep9 NULL DBINT Number of calls offered in step 10. OfferedStep10 NULL DBINT Reserved for future use. PrecisionQueueID NULL DBINT The total number of pick requests successfully routed by the precision queue. PickRequests NULL DBINT The total number of pull requests successfully routed by the precision queue. PullRequests NULL DBINT Number of pick requests resulting in an error. PickErrors NULL DBINT Number of pull requests resulting in an error. PullErrors Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 411 All Tables Router_Queue_Interval

Page 430

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls queued to the group by the CallRouter during the reporting interval. This field is set by the CallRouter. QueueCalls NOTNULL DBINT Currently not used, set to zero (0). RecoveryDay NOTNULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT The value indicates Half Hour boundary interval (0 - 47). Two 15 minute interval records will have a unique half hour boundary value. ReportingHalfHour NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. ReportingInterval NULL DBINT Number of calls sent to an agent using this precision queue. RoutedToAgent NULL DBINT The number of calls that resulted in an error condition in the reporting interval. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. A few examples of error condition are: • CCE Script implementation is unable to find a target for the call due to any scripting or configuration error. • The system is unable to route the call to the identified Agent for any error in the network or device. • Calls with mis-configured labels do not use default routing; for example, when a route has not been defined. RouterError Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 412 All Tables Router_Queue_Interval

Page 431

Keys and NULL Option Data Type Description Name NULL DBFLT4 Service Level for the precision queue during the reporting interval. This value is computed based on the ServiceLevelCalls, ServiceLevelCallsoffered, ServiceLevelCallsAband and CallsDequeued. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: • Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered - ServiceLevelCallsAband - CallsDequeued) • Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - CallsDequeued) • Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - CallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevel NULL DBINT The total number of calls of this precision queue answered within the service level threshold during the reporting interval. For Router queue Interval, ServiceLevelCalls is calculated from when the call is queued to a precision queue, to when the call is answered. Calls may abandon while in the precision queue, or they may abandon after they have been routed to a precision queue. Calls that abandon after they are routed to a precision queue are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any precision queue (within the ServiceLevel threshold), the router increments this value for all the precision queues this call was queued for. If the call abandons after it is routed to a precision queue, that precision queue will have ServiceLevelCallsAband incremented. Note This field is relevant to the Unified CCE environment only. ServiceLevelCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 413 All Tables Router_Queue_Interval

Page 432

Keys and NULL Option Data Type Description Name NULL DBINT The total number of calls of this precision queue abandoned within the service level threshold during the reporting interval. For Router queue Interval, ServiceLevelCallsAband is calculated from when the call is queued to a precision queue, to when the call is abandoned. The number of calls that abandoned within the precision queue ServiceLevel threshold in the reporting interval. Calls may abandon while in the precision queue, or they may abandon after they have been routed to a precision queue. Calls that abandon after they are routed to a precision queue are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any precision queue (within the ServiceLevel threshold), the router increments this value for all the precision queues this call was queued for. If the call abandons after it is routed to a precision queue, that precision queue will have ServiceLevelCallsAband incremented. Other precision queues will have ServiceLevelCallsDequeued incremented. Dequeuing the call via cancel node has no impact on ServiceLevelCallsAband. Note This field is relevant to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsAband NULL DBINT The number of queued calls de-queued from a precision queue within the skill ServiceLevel threshold in the reporting interval. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. Note: This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsDequeue Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 414 All Tables Router_Queue_Interval

Page 433

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls routed or queued for a precison queue in the reporting interval. Includes the following categories of calls: • Calls that are answered within the ServiceLevel threshold • Calls that are abandoned within the ServiceLevel threshold • Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel) • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). Note ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the RouterError field to exclude all the erroneous calls and ServiceLevelError field to exclude erroneous calls before threshold.Note: This field is relevant to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsOffered NULL DBINT The calls that ended in Error state within the precision queue Service Level threshold during the reporting interval Note This field is relevant to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelError NULL DBINT The calls that redirected on no answer within the Service Level threshold during the reporting interval. These calls are part of the ServiceLevelCallsOffered. Note: This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONA NULL DBINT Number of calls skipped due to Consider If in step 1. SkipStep1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 415 All Tables Router_Queue_Interval

Page 434

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls skipped due to Consider If in step 2. SkipStep2 NULL DBINT Number of calls skipped due to Consider If in step 3. SkipStep3 NULL DBINT Number of calls skipped due to Consider If in step 4. SkipStep4 NULL DBINT Number of calls skipped due to Consider If in step 5. SkipStep5 NULL DBINT Number of calls skipped due to Consider If in step 6. SkipStep6 NULL DBINT Number of calls skipped due to Consider If in step 7. SkipStep7 NULL DBINT Number of calls skipped due to Consider If in step 8. SkipStep8 NULL DBINT Number of calls skipped due to Consider If in step 9. SkipStep9 NULL DBINT Number of calls skipped due to Consider If in step 10. SkipStep10 NOTNULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Routing_Client This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Each row corresponds to a routing client; that is, an entity that can submit routing requests to the system software. A routing client can be either a Network Interface Controller (NIC) or a Peripheral Gateway (PG). Use the NIC Explorer tool to add, update, and delete Routing_Client records. Related Tables Default_Call_Type, on page 209 (via RoutingClientID) Dialed_Number, on page 215 (via RoutingClientID) Label, on page 283 (via RoutingClientID) Logical_Interface_Controller, on page 288(via LogicalControllerID) Peripheral, on page 326 (via PeripheralID) Route_Call_Detail, on page 380 (via RoutingClientID) Routing_Client_Five_Minute, on page 420 (via RoutingClientID) Translation_Route_Half_Hour, on page 588 (via RoutingClientID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 416 All Tables Routing_Client

Page 435

Table 342: Indexes for Routing_Client Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Routing_Client PeripheralID nonclustered located on PRIMARY XIE1Routing_Client LogicalControllerID nonclustered located on PRIMARY XIE2Routing_Client RoutingClientID clustered, unique, primary key located on PRIMARY XPKRouting_Client Table 343: Fields in Routing_Client Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NOT NULL DBSMALLINT The type of client. For an ICRP NIC, this is the type of the ultimate client on the Network ICM. In all other cases, it is the same as the Logical Interface Controller's ClientType. To see Client Type values, see Client Type, on page 656. ClientType NULL varchar(255) String containing information specific to a routing client device (for example, a subsystem number). A null value indicates no configuration parameters are provided. ConfigParam Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 417 All Tables Routing_Client

Page 436

Keys and NULL Option Data Type Description Name NULL DBINT Congestion treatment mode for routing clients. Values for this field include the following: • 0 - Use System Congestion Control: The call treatment will be applied based on System Congestion Control settings. • 1 - Treat call with Dialed Number Default Label: The calls to be rejected due to congestion are treated with the default label of the dialed number on which the new call arrived. • 2 - Treat call with Routing Client Default Label: The calls to be rejected due to congestion are treated with the default label of the routing client which of the new call arrived. • 3 - Treat call with System Default Label: The calls to be rejected due to congestion are treated with the system default label set in Congestion Control settings. • 4 - Terminate call with a Dialog Fail or RouteEnd: Terminates the new call dialog with a dialog failure. • 5 - Treat call with a Release Message to the Routing Client: Terminates the new call dialog with a release message. CongestionTreatmentMode NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL VNAME32 Default label for the routing client to treat the call. This label will respond when congestion treatment is set to Treat call with System Default Label (3). The label will be sent only to the calls to be rejected. DefaultLabel NULL DBINT The default Media Routing Domain associated with this routing client. DefaultMRDomainID NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N= No Deleted NULL DESCRIPTION Additional information about the routing client. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 418 All Tables Routing_Client

Page 437

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT • 0 =Not to use DN/Label map • 1 =Use DN/Label map for labels, excluding translation route labels • 2=Use DN/Label map for all labels, including translation route labels DialedNumberLabelMapPresent AK-1 NOT NULL VNAME32 An enterprise name for this routing client. The name must be unique among all routing clients in the enterprise. EnterpriseName NOT NULL DBSMALLINT Threshold value, in milliseconds, for classifying responses as late. Any response that exceeds this threshold is considered late even if it does not exceed the TimeoutThreshold. LateThreshold FK,, IE-2 NOT NULL DBSMALLINT Specifies the logical interface controller (PG or NIC) that services the routing client. LogicalControllerID NULL VNAME32 A name used to associate routing clients across instances. NetworkRoutingClient NOT NULL DBCHAR When the target of a call transfer is reachable by both a label defined for the requesting routing client and by another label defined for the network routing client that pre-routed the call, this column indicates which choice is preferred. Stored as a character: • Y = Network Transfer is preferred • N = Network Transfer is not preferred. NetworkTransferPreferred FK, IE-1 NULL DBSMALLINT Indicates which peripheral is acting as the interface to the system software within a private network. PeripheralID PK NOT NULL DBSMALLINT Unique identifier for this routing client. RoutingClientID NULL DBINT Type of routing for MR client type. The value is NONE by default, or Multichannel when implemented with Social Media. RoutingType NOT NULL DBSMALLINT Maximum time, in seconds, for which the routing client waits for a response. If the routing client receives no responses from the system software within this limit, it terminates routing operation. TimeoutLimit Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 419 All Tables Routing_Client

Page 438

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Maximum time, in milliseconds, the routing client can wait for a response to a routing request. The NIC sends a default response slightly before this threshold. TimeoutThreshold Routing_Client_Five_Minute This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. It gets populated on central and HDS databases. This table contains statistics for each routing client during the five-minute interval. The system software generates Routing_Client_Five_Minute records for each routing client. Related Tables Physical_Interface_Controller, on page 344(via PhysicalControllerID) Routing_Client, on page 416 (via RoutingClientID) Table 344: Indexes for Routing_Client_Five_Minute Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Routing_Client_Five_Minute DateTime, RoutingClientID, PhysicalControllerID, TimeZone clustered, unique, primary key located on PRIMARY XPKRouting_Client_Five_Minute Table 345: Fields in Routing_Client_Five_Minute Table Keys and NULL Option Data Type Description Name NULL DBINT Number of Abandoned messages the routing client sent to the system software during the five-minute interval. AbandonTo5 NULL DBINT Number of Activity Test messages sent during the five-minute interval. ActivityTestTo5 NULL DBINT Number of announcement labels the system software sent to the routing client during the five-minute interval. AnnouncementTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 420 All Tables Routing_Client_Five_Minute

Page 439

Keys and NULL Option Data Type Description Name NULL DBINT Number of Answered messages the routing client sent to the system software during the five-minute interval. AnswerTo5 NULL DBINT Number of Called Party Busy messages the routing client sent to the system software during the five-minute interval. CalledPartyBusyTo5 NULL DBINT Number of Call Event Report messages the routing client sent to the system software during the five-minute interval. CallEventReportTo5 NULL DBINT Number of Call Gap messages the system software sent to the routing client during the five-minute interval. CallGapTo5 NULL DBINT Number of CallRouter queue messages the system software sent to the routing client during the five-minute interval. CallRouterQueueTo5 NOT NULL DBINT The number of responses to the routing client during the five-minute interval in which the destination is the same as the source. CircularRouteResponsesTo5 NULL DBINT Congestion duration in number of seconds during the five minute interval. CongestionDurationTo5 NULL DBINT Number of Connect messages the system software sent to the routing client during the five-minute interval. ConnectTo5 PK NOT NULL DBSMALLDATE Central Controller date and time at the start of the five-minute interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column DbDateTime NULL DBINT Number of destination labels the system software sent to the routing client during the five-minute interval. DestinationTo5 NULL DBINT Number of Dialog Fail Confirm messages the routing client sent to the system software during the five-minute interval. DialogErrorConfTo5 NULL DBINT Number of Dialog Fail messages the system software sent to the routing client during the five-minute interval. DialogFailTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 421 All Tables Routing_Client_Five_Minute

Page 440

Keys and NULL Option Data Type Description Name NOT NULL DBINT During the five-minute, the number of requests from the routing client discarded because of an internal constraint, such as buffering. DiscardedCallsTo5 NULL DBINT Number of Disconnect messages the routing client sent to the system software during the five-minute interval. DisconnectTo5 NULL DBINT Highest congestion level in a five-minute interval. HighestCongestionLevelTo5 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram0 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram1 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram2 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram3 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram4 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram5 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram6 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram7 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram8 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram9 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram10 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram11 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram12 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram13 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 422 All Tables Routing_Client_Five_Minute

Page 441

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls routed in a 100-millisecond period. Histogram14 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram15 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram16 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram17 NULL DBINT The number of calls routed in a 100-millisecond period. Histogram18 NULL DBINT Number of responses to the routing client that exceeded the late threshold but did not timeout. Histogram19 NOT NULL DBINT Total number of calls during the five-minute interval that were responded to after the late threshold. LateCallsTo5 NOT NULL DBINT Maximum delay, in milliseconds, of responses to the routing client during the five-minute interval. MaxDelay NOT NULL DBINT Mean time, in milliseconds, for the responses to the routing client during the five-minute interval. MeanResponseTo5 NULL DBINT Number of Busy labels the system software sent to the routing client during the five-minute interval. NetworkBusyTo5 NULL DBINT Number of Network Default responses the system software sent to the routing client during the five- minute interval. NetworkDefaultTo5 NULL DBINT Number of Post-Query labels the system software sent to the routing client during the five-minute interval. NetworkPostQueryTo5 NULL DBINT Number of Network Resource labels the system software sent to the routing client during the five-minute interval. NetworkResourceTo5 NULL DBINT Number of Ring labels the system software sent to the routing client during the five-minute interval. NetworkRingTo5 NULL DBINT Number of New Call messages the routing client sent to the system software during the five-minute interval. NewCallTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 423 All Tables Routing_Client_Five_Minute

Page 442

Keys and NULL Option Data Type Description Name NULL DBINT Number of No Answer messages the routing client sent to the system software during the five-minute interval. NoAnswerTo5 NULL DBINT Number of Alternate Confirmations sent (NIC) or received (PG) in the five-minute window. NumAlternateCallConfTo5 NULL DBINT Number of Alternate Requests sent (PG) or received (NIC) in the five-minute window. NumAlternateCallReqTo5 NULL DBINT The number of blind transfer confirmation messages the routing client sent during the five-minute interval. NumBlindTransferConfTo5 NULL DBINT Number of Established Events sent (NIC) or received (PG) in the five-minute window. NumCallEstablishedEventTo5 NULL DBINT The number of call failure event messages the routing client sent during the five-minute interval. NumCallFailedEventTo5 NULL DBINT Number of Held Events sent (NIC) or received (PG) in the five-minute window.. NumCallHeldEventTo5 NULL DBINT Number of Originated Events sent (NIC) or received (PG) in the five-minute window.. NumCallOriginatedEventTo5 NULL DBINT The number of cancel indications the VRU routing client sent to the VRU during the five-minute interval. NumCancelInd NULL DBINT Number of Conference Confirmations sent (NIC) or received (PG) in the five-minute window. NumConferenceCallConfTo5 NULL DBINT Number of Conference Requests sent (PG) or received (NIC) in the five-minute window. NumConferenceCallReqTo5 NULL DBINT Number of Conferenced Events sent (NIC) or received (PG) in the five-minute window. NumConferencedEventTo5 NULL DBINT Number of Connection Cleared Events sent (NIC) or received (PG) in the five-minute window. NumConnectionClearedEventTo5 NULL DBINT Number of Network Consult Confirmations (responses to Connect with operation code Consult) sent (NIC) or received (PG) in the five-minute window.. NumConsultConfTo5 NULL DBINT Number of Consultative Transfer Confirmations sent (NIC) or received (PG) in the five-minute window. NumConsultTransferConfTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 424 All Tables Routing_Client_Five_Minute

Page 443

Keys and NULL Option Data Type Description Name NULL DBINT Number of Consultative Transfer Requests sent (PG) or received (NIC) in the five-minute window. NumConsultTransferReqTo5 NULL DBINT Number of Drop Connection Confirmations sent (NIC) or received (PG) in the five-minute window. NumDropConnectionConfTo5 NULL DBINT Number of Drop Connection Requests sent (PG) or received (NIC) in the five-minute window. NumDropConnectionReqTo5 NULL DBINT Number of Reconnect Confirmations sent (NIC) or received (PG) in the five-minute window. NumReconnectCallConfTo5 NULL DBINT Number of Reconnect Requests sent (PG) or received (NIC)in the five-minute window. NumReconnectCallReqTo5 NULL DBINT Number of Retrieved Events sent (NIC) or received (PG) in the five-minute window. NumRetrievedEventTo5 NULL DBINT The number of release indications the VRU routing client sent to the VRU in the five-minute window. NumReleaseInd NULL DBINT The number of transfer event messages the routing client sent during the five-minute interval. NumTransferEventTo5 NULL DBINT Number of peripheral queue messages the system software sent to the routing client during the rollling five-minute interval. PeripheralQueueTo5 PK, FK NOT NULL DBSMALLINT Foreign key from Physical Interface Controller table. PhysicalControllerID NOT NULL DBINT Number of requests from the routing client that produced errors during the five-minute interval. Note This field will increment only when:

A pre-routed (that is, translation-routed) call terminates before reaching its destination target for reasons other than exceeding the late threshold, timing-out, or being discarded.
A post-routed call terminates for reasons other than timing-out, being rejected for carrying duplicate invocation, due to an inactive Routing Client service, or being associated with Network Transfer. RcvInErrorTo5 NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 425 All Tables Routing_Client_Five_Minute

Page 444

Keys and NULL Option Data Type Description Name AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT The total number of calls rejected due to congestion in the five-minute interval RejectedRequestsTo5 NULL DBINT Number of Request Instruction messages the routing client sent to the system software during the five-minute interval. ReqInstrTo5 NULL DBINT Number of ReRoute Request messages the routing client sent to the system software during the five-minute interval. ReRouteReqTo5 NOT NULL DBINT Number of route responses to the routing client during the five-minute interval. ResponsesTo5 NULL DBINT Number of Route Select Failure messages the routing client sent to the system software during the five-minute interval. RouteSelectFailureTo5 PK, FK NOT NULL DBSMALLINT Foreign key from Routing Client table. RoutingClientID NULL DBINT Number of Run Script messages the system software sent to the routing client during the five-minute interval. RunScriptTo5 NULL DBINT Number of Script Response messages the routing client sent to the system software during the five minute interval. ScriptRespTo5 NOT NULL DBINT Total number of calls during the five-minute interval that were responded to after the timeout threshold. TimeoutCallsTo5 PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT Number of translation route requests initiated by the routing client that were aborted during the five-minute interval. TranslationRouteAbortedTo5 NULL DBINT Number of translation route requests received by the routing client that exceeded the timeout threshold during the rollingfive-minute interval. TranslationRouteTimedOutTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 426 All Tables Routing_Client_Five_Minute

Page 445

Routing_Pattern This table helps Unified CVP to maintain the routing pattern and decide the destination of the calls This table is not applicable for Unified CCE. Note Related Tables • Machine Host (through MachineHostID) Table 346: Indexes for Routing_Pattern Table index_keys index_description index_name PatternID Primary key XPKRouting_Pattern Pattern Unique key XAK1Routing_Pattern Table 347: Fields in Routing_Pattern Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A primary key that identifies the pattern. PatternID AK NOT NULL varchar(24) The pattern for routing the call. Pattern FK NULL DBINT The MachineHostID for the site name the pattern is associated to. In case of main site, the value is NULL. MachineHostID NULL DESCRIPTION The description of the pattern. Description NOT NULL DBINT The type of the pattern. Valid routing pattern types and their values are as follows: • VRU = 1 • Agent = 2 • External = 3 PatternType NOT NULL varchar(255) The destination where the pattern will route the call to. The destination is either SIP server group or Fully Qualified Domain Name (FQDN). Destination Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 427 All Tables Routing_Pattern

Image 1 from page 445

Page 446

Keys and NULL Option Data Type Description Name NULL DBCHAR Enables 'Send Call to Originator'. Note This feature is supported only for VXML Gateway. It routes the VXML invite to the same gateway from where the call came. If the feature is not selected, the value is NULL. This field has only three possible values: 'Y', 'N', and NULL. SendToOriginator NULL DBSMALLINT Enables 'RNA Timeout for Outbound Calls'. If the feature is not selected, the value is NULL. RNATimeout NULL varchar(512) Reserved for future use. ConfigParam NOT NULL CHANGESTAMP A value that increments when the record changes the CHANGESTAMP in the central controller database. ChangeStamp Schedule This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Each row describes a schedule to be imported from an external system. Imported data are stored in the Schedule_Import and Schedule_Import_Real_Time tables. Use the Workforce Management System Import tool to create, delete, or modify Schedule rows. Related Tables Agent, on page 17 (via ScheduleID) Business_Entity, on page 107 (via EntityID) ICR_View, on page 271 (via ICRViewID) Import_Log, on page 273 (via ScheduleID) Import_Schedule, on page 282 (via ScheduleID) Schedule_Import, on page 430(via ScheduleID) Schedule_Import_Real_Time, on page 432 (via ScheduleID) Schedule_Map, on page 434 (via ScheduleID) Schedule_Report, on page 435 (via ScheduleReportID) Schedule_Source, on page 438(via ScheduleSourceID) Scheduled_Target, on page 439 (via ScheduleID) Service, on page 452 (via ScheduleID) Service_Array, on page 455 (via ScheduleID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 428 All Tables Schedule

Page 447

Skill_Group, on page 493 (via ScheduleID) Table 348: Indexes for Schedule Table index_keys index_description index_name EntityID, EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Schedule ScheduleReportID nonclustered located on PRIMARY XIE1Schedule ScheduleSourceID nonclustered located on PRIMARY XIE2Schedule ICRViewID nonclustered located on PRIMARY XIE3Schedule ScheduleID clustered, unique, primary key located on PRIMARY XPKSchedule Table 349: Fields in Schedule Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N=No Deleted NULL DESCRIPTION Additional information about the schedule. Description AK-1 NOT NULL VNAME32 A unique name for the schedule. EnterpriseName AK-1, FK NOT NULL DBINT If partitioning is enabled, indicates the business entity to which the schedule belongs. EntityID FK, IE-3 NULL DBINT Foreign key to a description of how the system software interprets the Schedule_Import data for the schedule. ICRViewID PK NOT NULL DBINT A unique identifier for the schedule. ScheduleID NOT NULL DBINT The number of minutes in each scheduling interval. A schedule can contain different data for each interval. SchedulePeriod Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 429 All Tables Schedule

Page 448

Keys and NULL Option Data Type Description Name FK, IE-1 NULL DBINT Foreign key to the schedule report. ScheduleReportID FK, IE-2 NULL DBINT Foreign key to a description of the source from which the schedule is imported. ScheduleSourceID NOT NULL DBINT The type of the schedule: • 1 = TCS • 2 = Custom • 5 = Report Export • 6 = Periodic ScheduleType Schedule_Import This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Contains the schedule data imported from a source system. Only specific fields within this table are meaningful for any schedule type. The meaning of the imported data is described by the ICR_View and View_Column tables. Related Table Schedule, on page 428 (via ScheduleID) Table 350: Indexes for Schedule_Import Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Schedule_Import DateTime, ScheduleID, TimeZone clustered, unique, primary key located on PRIMARY XPKSchedule_Import Table 351: Fields in Schedule_Import Table Keys and NULL Option Data Type Description Name NOT NULL DBCHAR An imported value. Bool1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 430 All Tables Schedule_Import

Page 449

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR An imported value. Bool2 PK NOT NULL DBDATETIME The date and time at which the schedule data in the record becomes effective. DateTime NULL DBDATETIME An imported value. DateTime1 NULL DBDATETIME An imported value. DateTime2 NULL DBDATETIME An imported value. DateTime3 NULL DBFLT8 An imported value. Double1 NULL DBFLT8 An imported value. Double2 NULL DBFLT8 An imported value. Double3 NULL DBFLT8 An imported value. Double4 NULL DBFLT8 An imported value. Double5 NULL DBFLT8 An imported value. Double6 NULL DBFLT8 An imported value. Double7 NULL DBFLT8 An imported value. Double8 NULL DBFLT8 An imported value. Double9 NULL DBFLT8 An imported value. Double10 NULL DBINT An imported value. Long1 NULL DBINT An imported value. Long2 NULL DBINT An imported value. Long3 NULL DBINT An imported value. Long4 NULL DBINT An imported value. Long5 NULL DBINT An imported value. Long6 NULL DBINT An imported value. Long7 NULL DBINT An imported value. Long8 NULL DBINT An imported value. Long9 NULL DBINT An imported value. Long10 NULL DBINT An imported value. Long11 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 431 All Tables Schedule_Import

Page 450

Keys and NULL Option Data Type Description Name NULL DBINT An imported value. Long12 NULL DBINT An imported value. Long13 NULL DBINT An imported value. Long14 NULL DBINT An imported value. Long15 AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK, FK NOT NULL DBINT Foreign key to the Schedule for which the data are imported. ScheduleID NULL DESCRIPTION An imported value. String1 NULL DESCRIPTION An imported value. String2 NULL DESCRIPTION An imported value. String3 NULL DESCRIPTION An imported value. String4 NULL DESCRIPTION An imported value. String5 PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Schedule_Import_Real_Time This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Local database only. The scheduling data for the current time period as imported from an external source. Related Table Schedule, on page 428 (viaScheduleID) Table 352: Indexes for Schedule_Import_Real_Time Table index_keys index_description index_name DateTime, ScheduleID, TimeZone clustered, unique, primary key located on PRIMARY XPKSchedule_Import_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 432 All Tables Schedule_Import_Real_Time

Page 451

Table 353: Fields in Schedule_Import_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBCHAR An imported value. Bool1 NULL DBCHAR An imported value. Bool2 PK NOT NULL DBDATETIME The date and time at which the schedule data in the record becomes effective. DateTime NULL DBDATETIME An imported value. DateTime1 NULL DBDATETIME An imported value. DateTime2 NULL DBDATETIME An imported value. DateTime3 NULL DBFLT8 An imported value. Double1 NULL DBFLT8 An imported value. Double2 NULL DBFLT8 An imported value. Double3 NULL DBFLT8 An imported value. Double4 NULL DBFLT8 An imported value. Double5 NULL DBFLT8 An imported value. Double6 NULL DBFLT8 An imported value. Double7 NULL DBFLT8 An imported value. Double8 NULL DBFLT8 An imported value. Double9 NULL DBFLT8 An imported value. Double10 NULL DBINT An imported value. Long1 NULL DBINT An imported value. Long2 NULL DBINT An imported value. Long3 NULL DBINT An imported value. Long4 NULL DBINT An imported value. Long5 NULL DBINT An imported value. Long6 NULL DBINT An imported value. Long7 NULL DBINT An imported value. Long8 NULL DBINT An imported value. Long9 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 433 All Tables Schedule_Import_Real_Time

Page 452

Keys and NULL Option Data Type Description Name NULL DBINT An imported value. Long10 NULL DBINT An imported value. Long11 NULL DBINT An imported value. Long12 NULL DBINT An imported value. Long13 NULL DBINT An imported value. Long14 NULL DBINT An imported value. Long15 PK, FK NOT NULL DBINT An imported value. Foreign key to the Schedule for which the data are imported. ScheduleID NULL DESCRIPTION An imported value. String1 NULL DESCRIPTION An imported value. String2 NULL DESCRIPTION An imported value. String3 NULL DESCRIPTION An imported value. String4 NULL DESCRIPTION An imported value. String5 PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Schedule_Map This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Identifies the primary key values from a schedule in the external data source from which it is imported. Each schedule has one Schedule_Map row for each component of the primary key. If the primary key is a compound key, the schedule has multiple Schedule_Map rows. Related Table Schedule, on page 428 (viaScheduleID) Table 354: Indexes for Schedule_Map Table index_keys index_description index_name ScheduleID nonclustered located on PRIMARY XIE1Schedule_Map Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 434 All Tables Schedule_Map

Page 453

index_keys index_description index_name ScheduleMapID clustered, unique, primary key located on PRIMARY XPKSchedule_Map Table 355: Fields in Schedule_Map Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION IAdditional information about the key field. Description NOT NULL VNAME32 The name of a primary key field. FieldName NOT NULL DESCRIPTION The value of the primary key field for the schedule. FieldValue IE-1, FK NOT NULL DBINT Foreign key that identifies the schedule. ScheduleID PKNOT NULL DBINT A unique identifier for the record. ScheduleMapID Schedule_Report This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Each row describes a report used to export information from the ICM platform to a workforce management system. Related Tables Schedule, on page 428 (via ScheduleReportID) Schedule_Report_Input, on page 437 (via ScheduleReportID) Table 356: Indexes for Schedule_Report Table index_keys index_description index_name EntityID, EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Schedule_Report Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 435 All Tables Schedule_Report

Page 454

index_keys index_description index_name ScheduleReportID clustered, unique, primary key located on PRIMARY XPKSchedule_Report Table 357: Fields in Schedule_Report Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the report. Description AK-1 NOT NULL VNAME32 A name that is unique among all schedule reports defined in the system database. EnterpriseName AK-1, FK NOT NULL DBINT If partitioning is enabled, indicates the business entity to which the schedule belongs. EntityID NULL varchar(255) For a SQL report, the UNC name of the file. PathName NOT NULL DBINT The type of report: • 8 = Based on a template. • 9= Based on a SQL report. ReportType PK NOT NULL DBINT A unique identifier for the report. ScheduleReportID NULL VNAME32 For a SQL report, the name of the system containing the report. SystemName NULL varchar(255) For a template-based report, the time zone offset to use with the template. SystemTimeZone NULL VNAME32 For a template-based report, the category used to locate the template. TemplateCategory NULL varchar(255) For a template-based report, the name of the template used to create the report. TemplateName NULL varchar(255) For a template-based report, options used with the template: /H to include the SQL header and column name information; /A to append to the output file TemplateOptions Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 436 All Tables Schedule_Report

Page 455

Keys and NULL Option Data Type Description Name NULL VNAME32 For a template-based report, the scope used to locate the template. TemplateScope Schedule_Report_Input This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Specifies the targets that are used with a template to create a schedule report. Related Tables Schedule_Report, on page 435 (via ScheduleReportID) Table 358: Indexes for Schedule_Report_Input Table index_keys index_description index_name ScheduleReportID nonclustered located on PRIMARY XIE1Schedule_Report_Input ScheduleReportInputID clustered, unique, primary key located on PRIMARY XPKSchedule_Report_Input Table 359: Fields in Schedule_Report_Input Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the target. Description NOT NULL DBINT Foreign key from a configuration table. This is always an ID field. ForeignKey FK, IE-1 NOT NULL DBINT Identifies the associated schedule report. ScheduleReportID PK NOT NULL DBINT A unique identifier for the report input row. To see the possible values, see Target Types: Script Cross Reference and Scheduled Report Input, on page 678. ScheduleReportInputID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 437 All Tables Schedule_Report_Input

Page 456

Keys and NULL Option Data Type Description Name NOT NULL DBINT Type of table to which the ForeignKey applies. To see the list of values, see Target Types: Script Cross Reference and Scheduled Report Input, on page 678. TargetType Schedule_Source This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Each row indicates the system and path from which the associated schedule data are imported. Related Table Schedule, on page 428 (via ScheduleSourceID) Table 360: Indexes for Schedule_Source Table index_keys index_description index_name EntityID nonclustered located on PRIMARY XIE1Schedule_Source ScheduleSourceID clustered, unique, primary key located on PRIMARY XPKSchedule_Source Table 361: Fields in Schedule_Source Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the data source. Description FK, IE-1 NULL DBINT If partitioning is enabled, indicates the business entity to which the schedule belongs. EntityID NULL DESCRIPTION The full file path from which data are retrieved. FilePath NULL varchar(64) The user name to use when logging into the system. LoginName PK NOT NULL DBINT A unique identifier for the record. ScheduleSourceID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 438 All Tables Schedule_Source

Page 457

Keys and NULL Option Data Type Description Name NOT NULL VNAME32 The name of the system. SystemName NULL varchar(32) The password to use when logging into the system. SystemPassword NULL varchar(255) The time zone for the system. The value is the offset in minutes from UTC (formerly called GMT). SystemTimeZone NOT NULL DBINT The type of system from which the data are imported. SystemType Scheduled_Target This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Each row represents a scheduled target. A scheduled target is not associated with a peripheral and the system software has only limited information about it: number of agents scheduled and number of calls in progress. You can route calls to scheduled targets using the Scheduled Select script node. Use the Scheduled Target Explorer to create, delete, and update scheduled targets. Related Tables Customer_Definition, on page 207 (via CustomerDefinitionID) Network_Target, on page 310 (via NetworkTargetID) Schedule, on page 428 (via ScheduleID) Scheduled_Target_Real_Time, on page 440 (via NetworkTargetID) Table 362: Indexes for Schedule_Target Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Scheduled_Target CustomerDefinitionID nonclustered located on PRIMARY XIE1Scheduled_Target NetworkTargetID clustered, unique, primary key located on PRIMARY XPKScheduled_Target Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 439 All Tables Scheduled_Target

Page 458

Table 363: Fields in Scheduled_Target Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp FK, IE-1 NULL DBINT Identifies the customer definition associated with the scheduled target. CustomerDefinitionID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the scheduled target. Description AK-1 NOT NULL VNAME32 A name that is unique among all scheduled targets defined in the system database. EnterpriseName PK, FK NOT NULL DBINT Identifier that is unique among all announcements, peripheral targets, and scheduled targets in the system. NetworkTargetID FK NULL DBINT Identifies the schedule associated with the scheduled target. ScheduleID Scheduled_Target_Real_Time This table is in the Route category (see Route, on page 625). To see database rules for these tables, see Route Tables, on page 700. Local database only. Contains one row for each scheduled target. The system software updates the real-time data each time it sends a call to the target or receives a notification from the routing client that a call has completed. The Administration & Data Server receives updated data every 15 seconds. Related Table Scheduled_Target, on page 439 (via NetworkTargetID) Table 364: Indexes for Scheduled_Target_Real_Time Table index_keys index_description index_name NetworkTargetID clustered, unique, primary key located on PRIMARY XPKScheduled_Target_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 440 All Tables Scheduled_Target_Real_Time

Page 459

Table 365: Fields in Scheduled_Target_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT The number of calls currently in progress at the scheduled target. CallsInProgress NOT NULL DBDATETIME The date and time when the row was last updated. DateTime NULL DBINT The maximum number of simultaneous calls the target can handle for the current time period (based on its schedule). MaxCallsInProgress PK, FK NOT NULL DBINT Identifies the scheduled target. NetworkTargetID NULL DBINT Number of calls currently queued at the CallRouter for this target. RouterCallsQNow Script This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row represents a version of a routing script or an administrative script. You can save multiple versions of each script. The binary representation of the script version is stored in the Script_Data table. General information that applies to all versions of a script is stored in the Master Script table. Use the Script Editor to create and modify scripts. Related Tables Call_Type_Real_Time, on page 142 (via ScriptID) Master_Script, on page 302 (via MasterScriptID) Route Call Data (via ScriptID) Script_Cross_Reference, on page 443 (via ScriptID) Script_Data, on page 444 (via ScriptID) Script_Five_Minute, on page 444 (via ScriptID) Script_Print_Control, on page 446(via ScriptID) Script_Real_Time, on page 447 (via ScriptID) Script_Queue_Real_Time, on page 446 (via ScriptID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 441 All Tables Script

Page 460

Table 366: Indexes for Script Table index_keys index_description index_name DateTimeStamp Nonclustered index located on PRIMARY XIE1Script MasterScriptID, Version nonclustered, unique, unique key located on PRIMARY XAK1Script ScriptID clustered, unique, primary key located on PRIMARY XPKScript Table 367: Fields in Script Table Keys and NULL Option Data Type Description Name NULL VNAME32 User name of person who last modified the script version. Author NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBDATETIME The date and time when the script version was saved. DateTime NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Further information about the script. Description NOT NULL DBINT Number of bytes of data in the binary representation of the script. Length AK-1, FK NOT NULL DBINT Foreign key from the Master Script table. MasterScriptID NULL DBINT If this version was created by using Quick Edit, this field indicates the previous script version. The metering information from the base version can be carried over to the new version. QuickEditBaseVersion PK NOT NULL DBINT Unique identifier for a specific version of a script. ScriptID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 442 All Tables Script

Page 461

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Indicates whether the script was saved in an invalid state. Valid AK-1 NOT NULL DBINT The active version of the master script. The system software uses only the active version. Version Script_Cross_Reference This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. It contains information about which configuration objects each script version references. This information is used to determine whether a script version becomes invalid when configuration information changes. The system software automatically maintains the Script_Cross_Reference table. Related Tables Route_Call_Detail, on page 380 (via LocalID) Script, on page 441 (via ScriptID) Table 368: Indexes for Script_Cross_Reference Table index_keys index_description index_name ForeignKey nonclustered located on PRIMARY XIE1Script_Cross_Reference ScriptID, LocalID clustered, unique, primary key located on PRIMARY XPKScript_Cross_Reference Table 369: Fields in Script_Cross_Reference Table Keys and NULL Option Data Type Description Name IE-1 NOT NULL DBINT Foreign key from a configuration table. This is always an ID field. ForeignKey PK NOT NULL DBINT Local ID in script that cross references a foreign key field in one of the other configuration tables. LocalID PK, FK, NOT NULL DBINT Foreign key from Script table. ScriptID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 443 All Tables Script_Cross_Reference

Page 462

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Type of table to which the ForeignKey applies. To see the possible values, see Target Types: Script Cross Reference and Scheduled Report Input, on page 678. TargetType Script_Data This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. It contains a binary version of a routing script or administrative script. A long script may require multiple Script_Data rows. The Script Editor automatically maintains the Script_Data table. Related Tables Script, on page 441 (via ScriptID) Table 370: Indexes for Script_Data Table index_keys index_description index_name ScriptID, RowOrder clustered, unique, primary key located on PRIMARY XPKScript_Data Table 371: Fields in Script_Data Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Ordinal number of the rows that apply to a specific script. RowOrder NULL varbinary(max) Internal script representation. ScriptData PK, FK NOT NULL DBINT Foreign key from Script table. ScriptID Script_Five_Minute This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 444 All Tables Script_Data

Page 463

It gets populated on central and HDS databases. This table contains statistics about each script version for the most recent five-minute interval. The system software generates Script_Five_Minute records for each script. Related Tables Script, on page 441 (via ScriptID) Table 372: Indexes for Script_Five_Minute Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Script_Five_Minute ScriptID, DateTime, TimeZone Clustered, unique, primary key located on PRIMARY XPKScript_Five_Minute Table 373: Fields in Script_Five_Minute Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Number of calls that came into the script during the five-minute interval. CallsIncomingTo5 NOT NULL varchar An array indicating the number of calls that traversed each node of the script during the five-minute interval. Each element in the array is a short integer. An array for a script with 40 nodes is stored in the database as a varbinary(80) array. CallsPerNode NOT NULL DBINT Number of calls that came into the script during the five-minute interval. CallsRoutedTo5 PK NOT NULL DBSMALLDATE Central Controller date and time at start of five-minute interval. DateTime NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK, FK NOT NULL DBINT Foreign key from the Script table. ScriptID PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 445 All Tables Script_Five_Minute

Page 464

Script_Print_Control This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row contains default print settings for a specific script version. The Script Editor automatically maintains the Script_Print_Control table. Related Tables Script, on page 441 (via ScriptID) Table 374: Indexes for Script_Print_Control Table index_keys index_description index_name ScriptID nonclustered, unique, unique key located on PRIMARY XAK1Script_Print_Control ScriptPrintControlID clustered, unique, primary key located on PRIMARY XPKScript_Print_Control Table 375: Fields in Script_Print_Control Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL varchar(255) A string specifying the print settings for the script. PrintControlSettings AK-1, FK NOT NULL DBINT Foreign key from Script table. ScriptID PK NOT NULL DBINT A unique identifier for the row. ScriptPrintControlID Script_Queue_Real_Time This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Local database only. Contains data on how tasks are processed in a script queue. Related Tables Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 446 All Tables Script_Print_Control

Page 465

Script, on page 441 (via ScriptID) Table 376: Indexes for Script_Queue_Real_Time Table index_keys index_description index_name ScriptID, QueueNode clustered, unique, primary key located on PRIMARY XPKScript_Queue_Real_Time Table 377: Fields in Script_Queue_Real_Time Table Keys and NULL Option Data Type Description Name NOT NULL DBDATETIME The data and time at which this data was last updated. DateTime PK NOT NULL DBINT The local script node identifier. QueueNode PK, FK NOT NULL DBINT The system identifier of the application path with which this row is associated. ScriptID NULL DBINT The number of tasks queued at this script node. TasksQueued NULL DBDATETIME The time in queue for the longest task. TimeInQueue Script_Real_Time This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Local database only. Contains real time information about each script. The system software updates the real-time data each time it runs a script. The Administration & Data Server receives updated data every 15 seconds. The real-time data for current script versions is updated at midnight. Related Tables Script, on page 441 (via ScriptID) Table 378: Indexes for Script_Real_Time Table index_keys index_description index_name ScriptID clustered, unique, primary key located on PRIMARY XPKScript_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 447 All Tables Script_Real_Time

Page 466

Table 379: Fields in Script_Real_Time Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Number of times the script has run since midnight. For a routing script, this is the number of calls processed. Calls NOT NULL DBINT CPU time spent processing the script. CpuTime NOT NULL DBDATETIME Central Controller date and time that this data was last updated. DateTime NOT NULL DBINT Elapsed time spent processing the script. ElapsedTime PK, FK NOT NULL DBINT Foreign key from the Script Table. ScriptID NULL varbinary(max) Internal real time data for the script. ScriptMeters Script_Table This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row describes a table from an external database that can be queried from within routing scripts or administrative scripts using the optional Gateway SQL feature. Use Unified ICM Configuration Manager to add, update, and delete Script_Table records. Related Tables Script_Table_Column, on page 449 (via ScriptTableID) Table 380: Indexes for Script_Table Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Script_Table ScriptTableID clustered, unique, primary key located on PRIMARY XPKScript_Table Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 448 All Tables Script_Table

Page 467

Table 381: Fields in Script_Table Table Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Indicates how to query data from the table. Currently only SQL (1) is supported. AccessType NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Further information about the external table. Description AK-1 NOT NULL VNAME32 A name that is unique among all script tables defined in the system database. EnterpriseName PK NOT NULL DBINT A unique identifier for the external table. ScriptTableID NULL DESCRIPTION The path of the database table as reached by Side A of the Central Controller. SideA NULL DESCRIPTION The path of the database table as reached by Side B of the Central Controller. SideB NOT NULL DBINT Indicates the connection mode type to the external database. 0 - Non-Secured Mode 1 - Secured mode Note The default values is 0. SecuredMode NULL DBINT Future use FutureUseInt1 NULL DBINT Future use FutureUseInt2 NULL VARCHAR(64) Future Use FutureUseVarChar1 NULL VARCHAR(64) Future Use FutureUseVarChar2 Script_Table_Column This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row describes a column in a table from an external database that can be queried from within routing scripts or administrative scripts. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 449 All Tables Script_Table_Column

Page 468

Use Unified ICM Configuration Manager to add, update, and delete Script_Table_Column records. Related Tables Script, on page 441 (via ScriptTableID) Table 382: Indexes for Script_Table_Column Table index_keys index_description index_name ScriptTableID, ColumnName nonclustered, unique, unique key located on PRIMARY XAK1Script_Table_Column ScriptTableColumnID clustered, unique, primary key located on PRIMARY XPKScript_Table_Column Table 383: Fields in Script_Table_Column Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp AK-1 NOT NULL VNAME32 The name of the column in the external database. ColumnName NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the column. Description PK NOT NULL DBINT A unique identifier for this script table column. ScriptTableColumnID AK-1, FK NOT NULL DBINT Foreign key from the Script_Table table. ScriptTableID Sec_Group This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Used internally to track the state of records in the User_Group table. The Sec_Group table contains one row for each User_Group row. Related Table User_Group, on page 599 (via UserGroupID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 450 All Tables Sec_Group

Page 469

Table 384: Indexes for Sec_Group Table index_keys index_description index_name UserGroupID clustered, unique, primary key located on PRIMARY XPKSec_Group Table 385: Fields in Sec_Group Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Foreign key from the User_Group table. UserGroupID NOT NULL varchar(64) The name of the group. UserGroupName Sec_User This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Used internally to track the state of users in the User_Group table. The Sec_User table contains one row for each User_Group row that represents a user (rather than a group). Related Table User_Group, on page 599 (via UserGroupID) Table 386: Indexes for Sec_User Table index_keys index_description index_name UserGroupID clustered, unique, primary key located on PRIMARY XPKSec_User Table 387: Fields in Sec_User Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Foreign key from the User_Group table. UserGroupID NOT NULL varchar(64) The name of the user. UserGroupName Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 451 All Tables Sec_User

Page 470

Service This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Each row describes a service available at a peripheral. Use the Service Explorer tool to add, update, and delete Service records. Related Tables Enterprise_Service_Member, on page 254(via SkillTargetID) Media_Routing_Domain, on page 305 (via MRDomainID) Peripheral, on page 326 (via PeripheralID) Route, on page 379 (via SkillTargetID) Schedule, on page 428 (via ScheduleID) Service_Array_Member, on page 457 (SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID) Service_Five_Minute, on page 458 (via SkillTargetID) Service_Member, on page 473 (via SkillTargetID) Service_Real_Time, on page 474 (via SkillTargetID) Skill_Target, on page 543 (via SkillTargetID) Termination_Call_Detail, on page 566(ServiceSkillTargetID maps to Service.SkillTargetID) Table 388: Indexes for Service Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Service PeripheralID, PeripheralNumber nonclustered, unique, unique key located on PRIMARY XAK2Service ScheduleID nonclustered located on PRIMARY XIE1Service DateTimeStamp Nonclustered index located on PRIMARY XIE2Service SkillTargetID clustered, unique, primary key located on PRIMARY XPKService Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 452 All Tables Service

Page 471

Table 389: Fields in Service Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(255) Incremented when the record is changed in the central database. ConfigParam NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Additional information about the service. Description NULL DBINT A unique identifier that identifies a department in CCDM/CCMP deployment. DepartmentID AK-1 NOT NULL VNAME32 An enterprise name for the service. This name must be unique among all the services in the enterprise. EnterpriseName NULL VTELNO10 The extension number for the skill group (used by the Definity ECS ACD). Extension FK NOT NULL DBINT The Media Routing Domain associated with this service. MRDomainID AK-2, FK NOT NULL DBSMALLINT Foreign key from the Peripheral table. PeripheralID NOT NULL VNAME32 Service name as known at the peripheral. PeripheralName AK-2 NOT NULL DBINT Service number as known at the peripheral. This field together with PeripheralID form an alternate unique key. PeripheralNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 453 All Tables Service

Page 472

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Type of service level calculation to be used in the PeriphServiceLevel fields of Service Real Time and Service Half Hour tables. Valid Aspect types are: • 1 = Service Level 1 • 2 = Service Level 2 • 3 = Service Level 3 • 4 = Service Level as Calculated by Call Center. If this field is 0 for a service, the system software assumes the default specified for the associated peripheral. If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral) PeripheralServiceLevelType FK, IE-1 NULL DBINT Identifies an imported schedule associated with the service. ScheduleID NOT NULL DBINT The service level threshold, in seconds, for the service level. If this field is negative, the value of the ServiceLevelThreshold field in the Peripheral table is used. ServiceLevelThreshold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 454 All Tables Service

Page 473

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT For Non-Unified CCE, indicates how the system software calculates the service level for the service: • 0 = Use the default specified for the associated peripheral. • 1 = Ignore Abandoned Calls. (Remove the abandoned calls from the calculation.) • 2 = Abandoned Calls have Negative Impact. (Treat the abandoned calls as though they exceeded the service level threshold.) • 3 = Abandoned Calls have Positive Impact. (Treat the abandoned calls as through they were answered within the service level threshold.) Note Regardless of which calculation you choose, the system software always tracks separately the number of calls abandoned before the threshold expired. For Unified CCEthe value of this field is always 1 (ignore abandoned calls) for services associated with Unified CM peripherals. This is because calls to a Unified CM peripheral have no service associated with them while they are queued, and therefore calls abandoned while queued cannot affect the computation of service level for a Unified CM service. ServiceLevelType PK, FK NOT NULL DBINT An identifier that is unique among all skill targets in the enterprise. SkillTargetID NOT NULL DBCHAR Indicates if the record can by deleted by a user. Default is Y. UserDeletable Service_Array This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. A service array is a collection of service which might be associated with different peripherals, but are all associated with the same Peripheral Gateway (PG). You can route calls to a service array and let the PG choose among the member services. Use the Service Explorer tool to add, update, and delete Service_Array records. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 455 All Tables Service_Array

Page 474

Related Tables Logical_Interface_Controller, on page 288(via LogicalControllerID) Schedule, on page 428 (via ScheduleID) Service_Array_Member, on page 457 (via SkillTargetID) Skill_Group, on page 493 (via SkillTargetID) Skill_Target, on page 543 (via SkillTargetID) Table 390: Indexes for Service_Array Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Service_Array SkillTargetID nonclustered located on PRIMARY XIF110Service_Array LogicalControllerID nonclustered located on PRIMARY XIF120Service_Array ScheduleID nonclustered located on PRIMARY XIF121Service_Array SkillTargetID clustered, unique, primary key located on PRIMARY XPKService_Array Table 391: Fields in Service_Array Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the service array. Description AK-1 NOT NULL VNAME32 An enterprise name for the service array. This name must be unique among all service arrays in the enterprise. EnterpriseName FK NOT NULL DBSMALLINT Identifies the Peripheral Gateway associated with the service array. LogicalControllerID FK NULL DBINT Identifies a schedule associated with the service array. ScheduleID PK NOT NULL DBINT An identifier that is unique among all skill targets in the enterprise. SkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 456 All Tables Service_Array

Page 475

Service_Array_Member This table is one of the Enterprise tables (see Enterprise, on page 621). For database rules see Enterprise Tables, on page 699. It maps individual services to a service array. The member services in a service array must all be associated with the same Peripheral Gateway (PG), but may be associated with different peripherals. Use the Service Explorer tool to add and delete Service_Array_Member records. Use the Service Explorer tool to add, update, and delete Service_Array records. Related Tables Service_Array, on page 455 (ServiceArraySkillTargetID maps to Service_Array.SkillTargetID) Service, on page 452 (ServiceSkillTargetID maps to Service.SkillTargetID) Table 392: Indexes for Service_Array_Member Table index_keys index_description index_name ServiceArraySkillTargetID nonclustered located on PRIMARY XIF122Service_Array_Member ServiceSkillTargetID nonclustered located on PRIMARY XIF123Service_Array_Member ServiceArraySkillTargetID, ServiceSkillTargetID clustered, unique, primary key located on PRIMARY XPKService_Array_Member Table 393: Service_Array_Member Table Constraints Field name Constraint ServiceArraySkillTargetID PK ServiceSkillTargetID PK ServiceArraySkillTargetID FK Table 394: Fields in Service_Array_Member Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT Identifies the service array. ServiceArraySkillTargetID PK NOT NULL DBINT Identifies a service that is a member of the service array. ServiceSkillTargetID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 457 All Tables Service_Array_Member

Page 476

Service_Five_Minute This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. It gets populated on central and HDS databases. This table contains statistics about each service during the most recent five-minute interval. The system software generates Service_Five_Minute records for each service. Use the Service Explorer tool to add, update, and delete Service_Array records. Related Table Service, on page 452 (via SkillTargetID) Table 395: Indexes for Service_Five_Minute Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Service_Five_Minute DateTime, SkillTargetID, TimeZone Clustered, unique, primary key located on PRIMARY XPKService_Five_Minute Table 396: Fields in Service_Five_Minute Table Keys and NULL Option Data Type Description Name NULL DBINT Number of service agents in the talking state at the end of the five-minute interval. AgentsTalking NULL DBINT Average delay time of abandoned calls in queue for the service during the five-minute interval. AvgDelayQAbandTo5 NULL DBINT Average delay for calls currently queued for the service at the end of the five-minute interval. AvgDelayQNow NULL DBINT The average handled calls time in seconds for calls to the service that ended during the five-minute interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is updated in the database when the after-call work time associated with the call is completed. AvgHandleTimeTo5 NULL DBINT Average answer wait time for all incoming calls to the service during the five-minute interval. AvgSpeedAnswerTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 458 All Tables Service_Five_Minute

Page 477

Keys and NULL Option Data Type Description Name NULL DBINT The average talk time in seconds for calls to the service during the five-minute interval. Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the service or route. The field is updated in the database when all after-call work associated with the calls is completed. AvgTalkTimeTo5 NULL DBINT Number of calls to this service abandoned since midnight. CallsAbandQToday NULL DBINT Number of calls to the service answered by agents during the five-minute interval. CallsAnsweredTo5 NULL DBINT Number of calls to the service answered by agents since midnight. CallsAnsweredToday NULL DBINT Number of calls handled for the service ending during the five-minute interval. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledTo5 NULL DBINT Number of calls handled to completion by the service since midnight. CallsHandledToday NULL DBINT Number of incoming calls to this service since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). CallsIncomingToday NULL DBINT Number of inbound and outbound calls that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service. CallsInProgress NULL DBINT Number of calls to the service that were removed from queue during the five-minute interval (used to calculate expected delay). CallsLeftQTo5 NULL DBINT Number of calls offered to the service during the five-minute interval. CallsOfferedTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 459 All Tables Service_Five_Minute

Page 478

Keys and NULL Option Data Type Description Name NULL DBINT Number of incoming calls plus internal calls offered to this service since midnight. CallsOfferedToday NULL DBINT Calls in queue for the service at the peripheral at the end of the five-minute interval. A call that queues multiple times will be counted as queued once for the service. CallsQNow NULL DBINT Number of calls the system software routed to this service since midnight. CallsRoutedToday PK NOT NULL DBSMALLDATE Date and time at the start of the five-minute interval. DateTime NULL DBFLT4 Predicted delay for any new call added to the service queue at the end of the five-minute interval. This is valid only if no agents are available. ExpectedDelay NULL DBINT Number of seconds the longest available agent for the service had been available as of the end of the five-minute interval. If no agent was available, the value is 0. LongestAvailAgent NULL DBINT Length of time that longest call in the queue for the service had been there at the end of the five-minute interval. LongestCallQ NULL DBINT Number of calls the peripheral re-targeted, or overflowed, into the service during the five-minute interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). OverflowInTo5 NULL DBINT Number of calls the peripheral retargeted, or overflowed, out of the service during the five-minute interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). OverflowOutTo5 NULL DBFLT4 Service level for the service during the rollingfive-minute interval, as calculated by the peripheral. PeriphServiceLevelTo5 NULL DBFLT4 Service level for the service since midnight, as calculated by the peripheral. PeriphServiceLevelToday NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 460 All Tables Service_Five_Minute

Page 479

Keys and NULL Option Data Type Description Name AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT Number of calls to the service abandoned within the service level during the five-minute interval. ServiceLevelAbandTo5 NULL DBINT Number of calls to the service abandoned within the service level since midnight. ServiceLevelAbandToday NULL DBINT Number of calls to the service answered or abandoned during the five-minute interval. ServiceLevelCallsOfferedTo5 NULL DBINT Number of calls to the service answered or abandoned since midnight. ServiceLevelCallsOfferedToday NULL DBINT Number of calls to the service that had been in queue longer than the service level threshold at the end of the five-minute interval. ServiceLevelCallsQHeld NULL DBINT Number of calls to the service handled within the service level during the five-minute interval. ServiceLevelCallsTo5 NULL DBINT Number of calls to the service handled within the service level today. ServiceLevelCallsToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 461 All Tables Service_Five_Minute

Page 480

Keys and NULL Option Data Type Description Name NULL DBFLT4 Service level during the five-minute interval. This is derived from ServiceLevelCallsTo5 and ServiceLevelCallsOfferedTo5. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered

ServiceLevelCallsAband - RouterCallsDequeued)

Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued) 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevelTo5 NULL DBFLT4 Cumulative service level for the service since midnight. This is derived from ServiceLevelCallsToday and ServiceLevelCallsOfferedToday. ServiceLevelToday PK, FK NOT NULL DBINT Foreign key from the Service table. SkillTargetID PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT This field is not currently used. Unused1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 462 All Tables Service_Five_Minute

Page 481

Service_Interval This section describes the Service Interval table. Table 397: Fields in Service_Interval Table Keys and NULL Option Data Type Description Name YES DBINT Number of AutoOut (predictive) calls made by this service that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. AutoOutCalls YES DBINT Total handle time, in seconds, for AutoOut (predictive) calls handled this service that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. AutoOutCallsTime YES DBINT Total talk time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. AutoOutCallsTalkTime YES DBINT Number of ended AutoOut (predictive) calls that this service has placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. AutoOutCallsOnHold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 463 All Tables Service_Interval

Page 482

Keys and NULL Option Data Type Description Name YES DBINT Number of seconds that AutoOut (predictive) calls were placed on hold by this service during the reporting interval. This data element is based on HoldTime. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid forUnified CCE. AutoOutCallsOnHoldTime YES DBINT Average delay in the queue for calls to the service during the reporting interval: DelayQTime / CallsQ. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. AvgDelayQ YES DBINT Average delay time of calls to the service abandoned in queue during the reporting interval. This value is calculated as follows: DelayQAbandTime / CallsAbandQ Not valid forUnified CCE. Not valid for non-voice tasks. Set to zero by OPC. Note When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. AvgDelayQAband YES DBINT The average handled calls time in seconds for calls counted as handled by the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the angent answering the call to the time the agent completing after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is counted when the after-call work time associated with the call is completed. The value is calculated as follows: HandleTime / CallsHandled Valid for Unified CCE. AvgHandleTime YES DBINT The average answer wait time that all calls offered to the service waited before being answered. This value is calculated as follows: AnswerWaitTime / CallsAnswered Valid for Unified CCE. AvgSpeedAnswer Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 464 All Tables Service_Interval

Page 483

Keys and NULL Option Data Type Description Name YES DBINT The sum of AnswerWaitTime in seconds for all calls answered for the service during the last reporting interval. AnswerWaitTime is the elapsed time from when the call is offered at the peripheral, to when it is answered. This includes all DelayTime, LocalQTime, and RingTime associated with the call. For multimedia, the sum of the answer wait times of all tasks associated with this service that began in this reporting interval. AnswerWaitTime YES DBINT The average handled calls time in seconds for calls counted as handled by the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the agent answering the call to the agent completing after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is counted when the after-call work time associated with the call is completed. The value is calculated as follows: HandleTime / CallsHandled Valid for Unified CCE. AvgTalkTime YES DBINT Number of calls that were blind transferred out by agents in this service during the reporting interval. BlindTransfersOut YES DBINT The number of calls handled for the service during the reporting interval. For multimedia, the number of tasks associated with this service that were ended in this reporting interval. Valid for Unified CCE. CallsAnswered YES DBINT Number of outbound calls placed by agents for the service during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. CallsOut YES DBINT Number of calls handled by the service but not otherwise accounted for during the reporting interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. CallsTerminatedOther YES DBINT Number of incoming calls plus internal calls offered to the service during the reporting interval. Valid for Unified CCE. CallsOffered Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 465 All Tables Service_Interval

Page 484

Keys and NULL Option Data Type Description Name YES DBINT Number of incoming calls to the service during the reporting interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). Valid for Unified ICM and Unified CCE. CallsIncoming YES DBINT Number of tasks routed by the system software to the service during the reporting interval. For multimedia, the number of tasks routed to the service during the reporting interval. Valid for Unified CCE. CallsRouted YES DBINT The number of tasks that became associated with this service in this reporting interval. This is incremented when the Agent PG receives an Offer Task message, and when it receives a Start Task message without having received an Offer Task message. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. This field is applicable for Unified CCE. CallsHandled YES DBINT Number of calls abandoned in queue for the service during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. Note When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value increments for any condition on the child that causes the call to terminate while in the queue. CallsAbandQ YES DBINT Number of calls to the service in the queue during the reporting interval. A call that queues multiple times is counted as queued once for the service. This field is not valid for Unified CCE or for non-voice tasks. Set to zero by OPC. CallsQ PK1, NOT NULL DBSMALLDATE Central Controller date and time at the start of the reporting interval. DateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 466 All Tables Service_Interval

Page 485

Keys and NULL Option Data Type Description Name IE1, YES DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime YES DBINT Sum of delay time of all calls to the service in queue during the reporting interval. This field is populated from the LocalQTime. This field is not valid for Unified CCE or for non-voice tasks. Set to zero by OPC. DelayQTime YES DBINT Number of seconds that calls for the service that were abandoned in queue waited during the interval. These are calls that existed in the queue but were abandoned before being handled by an agent or trunk device. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. DelayQAbandTime YES DBINT Number of calls to the service that were determined to be closed following an interruption in data during the reporting interval. ForcedClosedCalls are calls that terminated because of errors tracking the calls state transition. Calls may become forced closed if there is lack of events from the ACD CTI interfaces (for example, a lack of a Disconnect event, or failure on the switch CTI connection). Not valid for Unified CCE. ForcedClosedCalls YES DBINT The total time in seconds that calls were handled for the service during the reporting interval. HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the agent answering the call to the agent completing after-call work time for the call. This includes any HoldTime, TalkTime, and WorkTime associated with the call (from the Termination_Call_Detail table). The HandleTime value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. For multimedia, this is TalkTime + HoldTime + HandledWorkReadyTime. Valid for Unified CCE. HandleTime YES DBINT The total time in seconds for calls to the service that ended during the reporting interval. For multimedia, the number of seconds that agents spent in the PAUSED state for tasks associated with this service that ended in this reporting interval. Valid for Unified CCE. HoldTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 467 All Tables Service_Interval

Page 486

Keys and NULL Option Data Type Description Name YES DBINT Longest time in seconds a call was in queue for the service before being abandoned during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. LongestCallAbandTime YES DBINT Longest time in seconds a call was in queue for the service before being abandoned during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. LongestCallDelayQTime YES DBINT Valid for multimedia only. The number of tasks whose Start Task Timeout Period expired in this reporting interval. NumMissingTasks YES DBINT Number of calls that the peripheral re-targeted, or overflowed, into this service during the reporting interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). Not valid for Unified CCE. OverflowIn YES DBINT Number of calls that the peripheral re-targeted, or overflowed, out of this service during the reporting interval. The system software keeps counts of the number of calls moved out of each service or route (overflowed out) and moved into each service or route (overflowed in). Not valid for Unified CCE. OverflowOut YES DBINT Number of offered calls used in the peripheral service level calculation for the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. PeriphServiceLevelOffer YES DBFLT4 Peripheral service level during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. PeriphServiceLevel YES DBINT Number of calls to the service answered within the service level, as counted by the peripheral, during the reporting interval. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. PeriphServiceLevelCalls YES DBINT Number of outbound Preview calls made by this service that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. PreviewCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 468 All Tables Service_Interval

Page 487

Keys and NULL Option Data Type Description Name YES DBINT Total handle time, in seconds, for outbound Preview calls handled by this service that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. PreviewCallsTime YES DBINT Total talk time, in seconds, for outbound Preview calls handled by this service that ended during the reporting interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime from Termination_Call_Detail. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is counted when the after-call-work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. PreviewCallsTalkTime YES DBINT Number of ended outbound Preview calls that this service placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid forUnified CCE. PreviewCallsOnHold YES DBINT Number of seconds outbound Preview calls were placed on hold this service during the reporting interval. This data element is based on HoldTime. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. Not currently used for Outbound Option. Not valid for Unified CCE. PreviewCallsOnHoldTime AK1, NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 469 All Tables Service_Interval

Page 488

Keys and NULL Option Data Type Description Name IE2, NULL DBINT The value indicates Half Hour boundary interval (0 to 47). Two 15 minute interval records have a unique half hour boundary value. ReportingHalfHour IE3, NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. ReportingInterval YES DBINT Not currently used. ReserveCalls YES DBINT Not currently used. ReserveCallsTime YES DBINT Not currently used. ReserveCallsTalkTime YES DBINT Not currently used. ReserveCallsOnHold YES DBINT Not currently used. ReserveCallsOnHoldTime YES DBINT Number of calls that rang at an agents terminal and redirected on failure to answer in this service during the current reporting interval. RedirectNoAnsCalls YES DBINT Reserved for future use. Reserved1 YES DBINT Reserved for future use. Reserved2 YES DBINT Reserved for future use. Reserved3 YES DBINT Reserved for future use. Reserved4 YES DBFLT4 Reserved for future use. Reserved5 PK2, NOT NULL DBINT The SkillTargetID of this service. Foreign key from the Service table. SkillTargetID YES DBFLT4 Service level for the service during the reporting interval. For non-voice tasks and for Unified CCE calls, the ServiceLevelType is always set to ignore abandoned calls. ServiceLevel YES DBINT Number of calls to the service answered within the service level threshold during the reporting interval. Not valid for Unified CCE. ServiceLevelCalls YES DBINT Number of calls to the service abandoned within the service level threshold during the reporting interval. Set to zero for Unified CCE voice tasks and for non-voice tasks. ServiceLevelAband Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 470 All Tables Service_Interval

Page 489

Keys and NULL Option Data Type Description Name YES DBINT Number of calls to the service that had service level events during the reporting interval. Not valid for Unified CCE. ServiceLevelCallsOffered YES DBINT Number of calls to the service during the reporting interval that were too short to be considered abandoned. A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time expired. Short calls are not considered abandoned and they are not accounted for in any of the Unified ICM abandoned calls calculations. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. ShortCalls YES DBINT Time, in seconds, accumulated by calls that were too short to be counted as abandoned during the reporting interval. These calls were abandoned before the abandoned call wait time expired. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. ShortCallsTime YES DBINT Service Level Type used to calculate Service level for this interval. Not currently used for Outbound Option. Not valid forUnified CCE. ServiceLevelType PK3, NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone YES DBINT Number of calls transferred into the service during the reporting interval. This count includes consultative transfers and blind transfers to the service. The count is populated in the database when the after-call work associated with the call (if any) is finished. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. TransferInCalls YES DBINT Number of calls transferred out of the service during the reporting interval. This count includes consultative transfers and blind transfers made from the service. The count is populated in the database when the after-call work associated with the call (if any) is finished. Not valid for Unified CCE. Not valid for non-voice tasks. Set to zero by OPC. TransferOutCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 471 All Tables Service_Interval

Page 490

Keys and NULL Option Data Type Description Name YES DBINT The number of seconds that agents spent in the ACTIVE state or the PAUSED state for tasks associated with this service that ended in this reporting interval. TalkTime Service_Level_Threshold This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. The Service Level Threshold table specifies how the Unified ICM calculates service level for a particular peripheral. Each row in this table contains specific default values for a PeripheralID-Media Routing Domain pair. Related Tables Media_Routing_Domain, on page 305 (via MRDomainID) Peripheral, on page 326 (via PeripheralID) Table 398: Indexes for Service_Level_Threshold Table index_keys index_description index_name PeripheralID, MRDomainID clustered, unique, primary key located on PRIMARY XPKService_Level_Threshold Table 399: Fields in Service_Level_Threshold Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Foreign key from the Media_Routing_Domain table. MRDomainID PK, FK NOT NULL DBSMALLINT The ICM ID of the peripheral with which this row is associated. PeripheralID NOT NULL DBINT The default value of the ServiceLevelThreshold field for services associated with this peripheral and media routing domain. ServiceLevelThreshold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 472 All Tables Service_Level_Threshold

Page 491

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The default value for the ServiceLevelType field for each service associated with this peripheral and media routing domain. This value indicates how the system software calculates the service level. For Unified CCE the value of this field is always 1 (ignore abandoned calls) for Unified CM peripherals. This is because calls to a Unified CM peripheral have no service associated with them while they are queued, and therefore calls abandoned while queued cannot affect the computation of service level for a Unified CM service. ServiceLevelType Service_Member This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. The Service Member table maps skill groups to services. Each service contains one or more member skill groups. Each skill group can be a member of one or more services. Use the Service Explorer tool to add, update, and delete Service_Member records. Related Tables Service, on page 452 (ServiceSkillTargetID maps to Service.SkillTargetID) Skill_Group, on page 493 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID) Table 400: Indexes for Service_Member Table index_keys index_description index_name SkillGroupSkillTargetID nonclustered located on PRIMARY XIE1Service_Member ServiceSkillTargetID, SkillGroupSkillTargetID clustered, unique, primary key located on PRIMARY XPKService_Member Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 473 All Tables Service_Member

Page 492

Table 401: Fields in Service_Member Table Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT The priority level of the specified service for the specified skill group: • 1 = Primary • 2= Secondary Any number of skill entries can be of any priority--not all need to be entered. Priority PK, FK NOT NULL DBINT SkillTargetID of the service. ServiceSkillTargetID PK, FK NOT NULL DBINT SkillTargetID of the skill group that is associated with the service. SkillGroupSkillTargetID Service_Real_Time This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is incremented by any condition on the child that causes the call to terminate while in the queue. Note Local database only. Contains real time information about each service. The system software automatically generates a Service_Real_Time record for each service. Related Table Service, on page 452 (via SkillTargetID) Table 402: Indexes for Service_Real_Time Table index_keys index_description index_name SkillTargetID clustered, unique, primary key located on PRIMARY XPKService_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 474 All Tables Service_Real_Time

Image 1 from page 492

Page 493

Table 403: Fields in Service_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT Number of service agents currently in the talking state. AgentsTalking NULL DBINT Sum of answer wait time in seconds for all incoming calls to the service during the current half-hour interval. AnswerWaitTimeHalf NULL DBINT Sum of answer wait time in seconds for all incoming calls to the service during the rolling five-minute interval. AnswerWaitTimeTo5 NULL DBINT Sum of answer wait time in seconds for all incoming calls to the service since midnight. AnswerWaitTimeToday NULL DBINT Number of AutoOut (predictive) calls made by agents for this service that ended during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsHalf NULL DBINT Number of agents currently talking on AutoOut (predictive) calls for the service. Unsupported for Outbound Option. AutoOutCallsNow NULL DBINT Number of ended AutoOut (predictive) calls that agents in the service have placed on hold at least once during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsOnHoldHalf NULL DBINT Number of seconds that AutoOut (predictive) calls were placed on hold by agents in the skill group during the current half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsOnHoldTimeHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 475 All Tables Service_Real_Time

Page 494

Keys and NULL Option Data Type Description Name NULL DBINT Total handle time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended in the rolling five-minute window. Handle time includes WorkTime, TalkTime, and HoldTime. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsOnHoldTimeTo5 NULL DBINT Number of seconds AutoOut (predictive) calls were placed on hold by agents for this service since midnight. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsOnHoldTimeToday NULL DBINT Total number of AutoOut (predictive) calls made for this service that ended in the rolling five-minute window. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsOnHoldTo5 NULL DBINT Number of ended AutoOut (predictive) calls that agents for this service have placed on hold at least since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsOnHoldToday NULL DBINT Total talk time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the current half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed.. Unsupported for Outbound Option. AutoOutCallsTalkTimeHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 476 All Tables Service_Real_Time

Page 495

Keys and NULL Option Data Type Description Name NULL DBINT Total talk time, in seconds, for complete Unsupported for Outbound Option. AutoOut (predictive) calls handled by the service during the rolling five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsTalkTimeTo5 NULL DBINT Total talk time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended since midnight. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime from Termination_Call_Detail. It therefore includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsTalkTimeToday NULL DBINT Total handle time, in seconds, for AutoOut (predictive) calls handled by the service that ended during the current half-hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsTimeHalf NULL DBINT Total handle time, in seconds, for AutoOut (predictive) calls handled by this service that ended during the rolling five-minute window. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 477 All Tables Service_Real_Time

Page 496

Keys and NULL Option Data Type Description Name NULL DBINT Total handle time, in seconds, for AutoOut (predictive) calls handled by agents for this service that ended since midnight. Handle time includes WorkTime, TalkTime, and HoldTime, all of which are taken from the Termination_Call_Detail records. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsTimeToday NULL DBINT Number of AutoOut (predictive) calls made by agents for the service that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsTo5 NULL DBINT Total number of AutoOut (predictive) calls made for this service that ended since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. AutoOutCallsToday NULL DBINT Average delay time of abandoned calls in queue during the rolling five-minute interval. This value is calculated as follows: DelayQAbandTimeTo5 / CallsAbandQTo5. AvgDelayQAbandTo5 NULL DBINT Average delay for calls currently in queue for the service. AvgDelayQNow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 478 All Tables Service_Real_Time

Page 497

Keys and NULL Option Data Type Description Name NULL DBINT Average handle time in seconds for calls to the service during the rolling five-minute interval. The value is calculated as follows: HandleTimeTo5 / CallsHandledTo5 HandleTime is tracked only for inbound ACD calls that are counted as handled for the service. HandleTime is the time spent from the call being answered by the agent to the time the agent completed after-call work time for the call. This includes any TalkTime, HoldTime, and WorkTime associated with the call. The AvgHandleTime value is updated in the database when the after-call work time associated with the call has completed. AvgHandleTimeTo5 NULL DBINT Average answer wait time for all calls offered to the service during the rolling five-minute interval: AnswerWaitTimeTo5 / CallsAnsweredTo5. AvgSpeedAnswerTo5 NULL DBINT Average talk time in seconds for calls to the service ending during the rolling five-minute interval. The value is calculated as follows: TalkTimeTo5 / CallsHandledTo5 Talk time includes the time that calls were in a talking or hold state. It is populated with the TalkTime and HoldTime associated with call to the service or route. The field is updated in the database when all after-call work associated with the calls is completed. AvgTalkTimeTo5 NULL DBINT Number of calls to the service abandoned while in queue or ringing during the current half-hour interval. CallsAbandQHalf NULL DBINT Number of calls to the service abandoned while in queue or ringing during the rolling five-minute interval. CallsAbandQTo5 NULL DBINT Number of calls to the service abandoned while in queue or ringing since midnight. CallsAbandQToday NULL DBINT Number of calls to the service answered by agents during the current half-hour interval. CallsAnsweredHalf NULL DBINT Number of calls to the service answered by agents during the rolling five-minute interval. CallsAnsweredTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 479 All Tables Service_Real_Time

Page 498

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls answered by service agents since midnight. CallsAnsweredToday NULL DBINT Number of calls handled for this service during the current half-hour interval. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A call associated with Outbound Option that the agent answered, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledHalf NULL DBINT Number of calls to the service handled during the rolling five-minute interval. CallsHandledTo5 NULL DBINT Number of calls handled for this service since midnight. CallsHandledToday NULL DBINT Number of incoming calls for this service during the current half-hour interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). CallsIncomingHalf NULL DBINT Number of incoming calls to the service during the rolling five-minute interval. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). CallsIncomingTo5 NULL DBINT Number of incoming calls for this service since midnight. Incoming calls include only Inbound ACD calls arriving on trunks (that is, calls that are not internally generated). CallsIncomingToday NULL DBINT Number of incoming calls for the service currently in progress. CallsInNow NULL DBINT Number of inbound and outbound calls currently that had previously been offered (for example, calls being played an announcement, queued calls, or connected calls) and are currently being handled for the service. CallsInProgress Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 480 All Tables Service_Real_Time

Page 499

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls to the service that were removed from queue during the rolling five-minute interval (used to calculate expected delay). CallsLeftQTo5 NULL DBINT Number of incoming calls plus internal calls offered to this service during the current half-hour interval. CallsOfferedHalf NULL DBINT Number of calls offered to the service during the rolling five-minute interval. CallsOfferedTo5 NULL DBINT Number of incoming calls plus internal calls offered to this service since midnight. CallsOfferedToday NULL DBINT Number of outbound calls made by agents for the service during the current half-hour interval. CallsOutHalf NULL DBINT Number of outbound calls by agents for the service that are currently in progress. CallsOutNow NULL DBINT Number of outbound calls made by agents for the service during the rolling five-minute interval. CallsOutTo5 NULL DBINT Number of outbound calls made by agents for the service since midnight. CallsOutToday NULL DBINT Number of calls in queue for the service now at the peripheral. CallsQNow NULL DBINT Total time of all calls to the service currently in queue. CallsQNowTime NULL DBINT Number of calls routed to this service by the system software for the current half-hour interval. CallsRoutedHalf NULL DBINT Number of calls routed to this service by the system software since midnight. CallsRoutedToday NULL DBINT Number of calls offered to the service but not otherwise accounted for during the current half-hour interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. CallsTerminatedOtherHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 481 All Tables Service_Real_Time

Page 500

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls offered to the service but not otherwise accounted for during the rolling five-minute interval. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. CallsTerminatedOtherTo5 NULL DBINT Number of offered to the service but not otherwise accounted for since midnight. These are calls that do not fit into the criteria for handled, abandoned, or transferred calls. They were terminated for other reasons, which may include drop/no answer, forced busy, or timed out. CallsTerminatedOtherToday NOT NULL DBDATETIME Central Controller date and time that this data was last updated. DateTime NULL DBINT Sum of delay time of all calls to the service abandoned in queue during the rolling five-minute interval. DelayQAbandTimeTo5 NULL DBFLT4 Predicted delay for any new call added to the service queue. This is valid only if no agents are available. ExpectedDelay NULL DBINT Total handle time in seconds for calls to the service ending during the current half-hour interval. HandleTimeHalf NULL DBINT Total handle time in seconds for calls to the service ending during the rolling five-minute interval. HandleTimeTo5 NULL DBINT Total handle time in seconds for calls to the service since midnight. HandleTimeToday NULL DBINT The total hold time in seconds for calls to the service that ended during the current half-hour interval. HoldTimeHalf NULL DBINT The total hold time in seconds for calls to the service that ended during the rolling five-minute interval. HoldTimeTo5 NULL DBINT The total hold time in seconds for calls to the service that ended since midnight. HoldTimeToday NULL DBDATETIME Time that the longest available agent for the service became available. LongestAvailAgent NULL DBDATETIME Time that the longest call in the queue for the service was put there. LongestCallQ Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 482 All Tables Service_Real_Time

Page 501

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls the peripheral overflowed into this service during the current half-hour interval. OverflowInHalf NULL DBTINYINT The service accepts overflow in calls if the delay for the longest delayed call is less then this value. If 0, the service always accepts overflow in calls; if 127, the service never accepts overflow in calls. OverflowInMode NULL DBINT Number of calls overflowed into this service that are currently queued or in progress. OverflowInNow NULL DBINT Number of calls the peripheral overflowed into this service during the rolling five-minute interval. OverflowInTo5 NULL DBINT Number of calls overflowed into this service since midnight. OverflowInToday NULL DBINT Number of calls overflowed out of this service during the current half-hour interval. OverflowOutHalf NULL DBTINYINT The service attempts to overflow out calls if the delay for the longest delayed call is greater than this value. If 0, the service attempts to overflow out all calls; if 127, the service never attempts to overflow out calls. OverflowOutMode NULL DBINT The number of tasks that have overflowed out of this service to some other service (call it service X) and have not overflowed out of service X. OverflowOutNow NULL DBINT Number of calls overflowed out of this service during the rolling five-minute interval. OverflowOutTo5 NULL DBINT Number of calls overflowed out of this service since midnight. OverflowOutToday NULL DBINT Number of calls to the service handled within the peripheral service level during the current half-hour interval. PeriphServiceLevelCallsHalf NULL DBINT Number of calls to this service handled within the peripheral service level since midnight. PeriphServiceLevelCallsToday NULL DBFLT4 Service level for the service calculated by the peripheral during the current half-hour interval. PeriphServiceLevelHalf NULL DBINT Number of offered calls used to calculate the peripheral service level for the current half-hour interval. PeriphServiceLevelOfferHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 483 All Tables Service_Real_Time

Page 502

Keys and NULL Option Data Type Description Name NULL DBINT Number of offered calls used to calculate the peripheral service level since midnight. PeriphServiceLevelOfferToday NULL DBFLT4 Service level for the service calculated by the peripheral during the rolling five-minute interval. PeriphServiceLevelTo5 NULL DBFLT4 Service level for the service calculated by the peripheral since midnight. PeriphServiceLevelToday NULL DBINT Number of outbound Preview calls made by agents for this service that ended during the current half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsHalf NULL DBINT Number of agents currently talking on outbound Preview calls for the service. Unsupported for Outbound Option. PreviewCallsNow NULL DBINT In the current half-hour interval, the number of ended outbound Preview calls that agents for the service have placed on hold at least once. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsOnHoldHalf NULL DBINT Number of seconds outbound Preview calls were placed on hold by agents for this service during the current half-hour interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsOnHoldTimeHalf NULL DBINT Number of seconds outbound Preview calls were placed on hold by agents for this service during the rollingfive-minute interval. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsOnHoldTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 484 All Tables Service_Real_Time

Page 503

Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds outbound Preview calls were placed on hold by agents for this service since midnight. This data element is based on HoldTime. The value is updated in the database when the after-call work associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsOnHoldTimeToday NULL DBINT Number of outbound Preview calls that agents for this service have placed on hold at least once during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsOnHoldTo5 NULL DBINT Number of Outbound Preview calls made by agents in the skill group that ended during the half-hour interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsOnHoldToday NULL DBINT Total talk time, in seconds, for outbound Preview calls handled by the service that ended during the current half-hour interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsTalkTimeHalf NULL DBINT Total talk time, in seconds, for outbound Preview calls handled by the service that ended during the rolling five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsTalkTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 485 All Tables Service_Real_Time

Page 504

Keys and NULL Option Data Type Description Name NULL DBINT Total talk time, in seconds, for outbound Preview calls handled by agents for this service that ended since midnight. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is updated in the database when the after-call work time a DBINTssociated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsTalkTimeToday NULL DBINT Total handle time, in seconds, for outbound Preview calls handled by this service that ended during the current half-hour DBINTerval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsTimeHalf NULL DBINT Total handle time, in seconds, for outbound Preview calls handled by the service that ended during the rolling five-minute DBINTerval. Handle time includes WorkTime, TalkTime, and HoldTime, all of which are taken from the Termination_Call_Detail records. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsTimeTo5 NULL DBINT Total handle time, in seconds, for outbound Preview calls handled by agents for this service that ended since midnight. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsTimeToday Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 486 All Tables Service_Real_Time

Page 505

Keys and NULL Option Data Type Description Name NULL DBINT Number of outbound Preview calls made by agents for the service during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsTo5 NULL DBINT Number of outbound Preview calls made by agents for this service since midnight. The value is updated in the database when the after-call work time associated with the call (if any) has completed. Unsupported for Outbound Option. PreviewCallsToday NULL DBINT Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the current half-hour interval. RedirectNoAnsCallsHalf NULL DBINT Number of calls that rang at an agent's terminal and redirected on failure to answer in this service during the rolling five-minute interval. RedirectNoAnsCallsTo5 NULL DBINT Number of calls that rang at an agent's terminal and redirected on failure to answer in this service since midnight. RedirectNoAnsCallsToday NULL DBINT Not currently used. ReserveCallsHalf NULL DBINT Not currently used. ReserveCallsNow NULL DBINT Not currently used. ReserveCallsOnHoldHalf NULL DBINT Not currently used. ReserveCallsOnHoldTimeHalf NULL DBINT Not currently used. ReserveCallsOnHoldTimeTo5 NULL DBINT Not currently used. ReserveCallsOnHoldTimeToday NULL DBINT Not currently used. ReserveCallsOnHoldTo5 NULL DBINT Not currently used. ReserveCallsOnHoldToday NULL DBINT Not currently used. ReserveCallsTalkTimeHalf NULL DBINT Not currently used. ReserveCallsTalkTimeTo5 NULL DBINT Not currently used. ReserveCallsTalkTimeToday NULL DBINT Not currently used. ReserveCallsTimeHalf NULL DBINT Not currently used. ReserveCallsTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 487 All Tables Service_Real_Time

Page 506

Keys and NULL Option Data Type Description Name NULL DBINT Not currently used. ReserveCallsTimeToday NULL DBINT Not currently used. ReserveCallsTo5 NULL DBINT Not currently used. ReserveCallsToday NULL DBINT Number of calls to the service abandoned within the service level threshold during the current half-hour interval. ServiceLevelAbandHalf NULL DBINT Number of calls to the service abandoned within the service level threshold during the rolling five-minute interval. ServiceLevelAbandTo5 NULL DBINT Number of calls to the service abandoned within the service level threshold since midnight. ServiceLevelAbandToday NULL DBINT Number of calls to the service answered within the service level threshold during the current half-hour interval. ServiceLevelCallsHalf NULL DBINT Number of calls to the service for which a service level event occurred during the current half-hour interval. ServiceLevelCallsOfferedHalf NULL DBINT Number of calls to the service for which a service level event occurred during the rolling five-minute interval. ServiceLevelCallsOfferedTo5 NULL DBINT Number of calls to the service for which a service level event occurred since midnight. ServiceLevelCallsOfferedToday NULL DBINT Number of calls to the service currently queued for longer than the service level threshold. ServiceLevelCallsQHeld NULL DBINT Number of calls to the service answered within the service level during the rolling five-minute interval. ServiceLevelCallsTo5 NULL DBINT Number of calls to the service that were answered within the service level threshold since midnight. ServiceLevelCallsToday NULL DBFLT4 Service level for the service during the current half-hour interval. ServiceLevelHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 488 All Tables Service_Real_Time

Page 507

Keys and NULL Option Data Type Description Name NULL DBFLT4 Service level during the rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered

ServiceLevelCallsAband - RouterCallsDequeued)

Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued) 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevelTo5 NULL DBFLT4 Service level for the service since midnight. ServiceLevelToday NULL DBINT The current mode of the service: • 1 = Day service • 2 = Night service • 3 = Closed with answer • 4= Closed, no answer • 5 = Transition • 6= Open • 13 = Pilot Status Other. ServiceModeIndicator PK, FK NOT NULL DBINT Foreign key from Service table. SkillTargetID NULL DBINT Total talk time in seconds for calls to the service ending during the current half-hour interval. TalkTimeHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 489 All Tables Service_Real_Time

Page 508

Keys and NULL Option Data Type Description Name NULL DBINT Total talk time in seconds for calls to the service ending during the rolling five-minute interval. TalkTimeTo5 NULL DBINT Total talk time in seconds for calls to the service ending since midnight. TalkTimeToday NULL DBINT Number of calls transferred into the service during the current half-hour interval. TransferInCallsHalf NULL DBINT Number of calls transferred into the service during the rolling five-minute interval. TransferInCallsTo5 NULL DBINT Number of calls transferred into the service since midnight. TransferInCallsToday NULL DBINT Number of calls transferred out of the service during the current half-hour interval. TransferOutCallsHalf NULL DBINT Number of calls transferred out of the service during the rolling five-minute interval. TransferOutCallsTo5 NULL DBINT Number of calls transferred out of the service since midnight. TransferOutCallsToday Shift Provides the name, start time, and end time of the current shift. Table 404: Indexes for Shift Table index_keys index_description index_name ShiftName nonclustered, unique, primary key located on PRIMARY XPKShift Table 405: Fields in Shift Table Keys and NULL Option Data Type Description Name PK NOT NULL VNAME32 Name of the Shift scheduled. ShiftName NOT NULL SMALLDATETIME Shift start time. StartTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 490 All Tables Shift

Page 509

Keys and NULL Option Data Type Description Name NOT NULL SMALLDATETIME Shift end time. StopTime SIP_Server_Group This table contains logical grouping of destinations like Browsers and Call Managers. Unified CVP does the load balancing to these elements in Server Group and provides High Availability of SIP Component. This table is not applicable for Unified CCE. Note Related Tables • Machine_Host (through MachineHostID) • SIP_Server_Group_Elements (through SipServerGroupID) Table 406: Indexes for SIP_Server_Group Table index_keys index_description index_name SipServerGroupID Primary key XPKSip_Server_Group GroupName Unique key XAK1Sip_Server_Group Table 407: Fields in SIP_Server_Group Table Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBINT A unique primary key that identifies the SIP server group. SipServerGroupID NOT NULL varchar(255) The server group FQDN. GroupName NULL DESCRIPTION The description of the SIP server group. Description FK NULL DBINT The MachineHostID for the site name the pattern is associated to. In case of main site, the value is NULL. MachineHostID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 491 All Tables SIP_Server_Group

Image 1 from page 509

Page 510

Keys and NULL Option Data Type Description Name NOT NULL DBINT The type of the SIP server group. The valid SIP Server types and their values are as follows: • VRU = 0 • Agent = 1 • External = 2 SipServerType NOT NULL DBCHAR A value that indicates whether the SIP server group is a default group for all the route pattern. The default value is N. DefaultForRoutePattern NOT NULL CHANGESTAMP A value that increments when the record changes the CHANGESTAMP in the central controller database. ChangeStamp SIP_Server_Group_Elements This table contains the elements of the SIP Server Group. This table is not applicable for Unified CCE. Note Related Tables • Machine_Host (through MachineHostID) • SIP_Server_Group (through SipServerGroupID) Table 408: Indexes for SIP_Server_Group_Elements Table index_keys index_description index_name SipServerGroupElementID Primary key XPKSip_Server_Group_Elements Table 409: Fields in SIP_Server_Group_Elements Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A unique primary key that identifies the SIP server group element. SipServerGroupElementID FK NOT NULL DBINT A unique primary key that identifies the SIP server group. SipServerGroupID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 492 All Tables SIP_Server_Group_Elements

Image 1 from page 510

Page 511

Keys and NULL Option Data Type Description Name FK NOT NULL DBINT The MachineHostID for the element present in the group. MachineHostID NULL DBINT The port on which the SIP server group sends the SIP Request. Port NULL DBINT The secure port on which the SIP server group sends the SIP request. SecurePort NOT NULL DBINT The priority of the element in the group. Priority NOT NULL DBINT The weight of the element in the group. Weight NOT NULL CHANGESTAMP A value that increments when the record changes the CHANGESTAMP in the central controller database. ChangeStamp Skill_Group This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Each row describes a skill group associated with a peripheral. A skill group is a collection of agents who have common skills. Clarification Regarding the DefaultEntry field: If you look at the Skill_Group table for a skill group that you have created, the DefaultEntry field will have the value 0 (even if this skill group has sub-skill groups). If a default skill group has been created (for example, a default skill group is automatically created when you establish Peripheral Gateways for an Unified CCE system), and you look at the Skill_Group table for this skill group, then--provided that this skill group has no sub-skill groups--the DefaultEntry field will have the value 1. For additional information, see the description of the DefaultEntry field. Note Use the Skill Group Explorer tool to add, update, and delete Skill_Group records. Related Tables • Dialer_Detail, on page 225 (via SkillTargetID) • Dialer_Skill_Group_Half_Hour, on page 244 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID) • Dialer_Skill_Group_Real_Time, on page 247 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID) • Enterprise_Skill_Group_Member, on page 256 (via SkillTargetID) • Media_Routing_Domain, on page 305 (via MRDomainID) • Peripheral, on page 326 (via PeripheralID) • Precision_Queue, on page 346 (via PrecisionQueueID) • Schedule, on page 428 (via ScheduleID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 493 All Tables Skill_Group

Image 1 from page 511

Page 512

• Service_Array, on page 455 (via SkillTargetID) • Service_Member, on page 473 (via SkillTargetID) • Skill_Group_Five_Minute, on page 497 (via SkillTargetID) • Skill_Group_Member, on page 527 (via SkillTargetID) • Skill_Group_Real_Time, on page 527 (via SkillTargetID) • Skill_Target, on page 543 (via SkillTargetID) • Termination_Call_Detail, on page 566(SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID) Table 410: Indexes for Skill_Group Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Skill_Group PeripheralID, PeripheralNumber, Priority nonclustered, unique, unique key located on PRIMARY XAK2Skill_Group ScheduleID nonclustered located on PRIMARY XIE1Skill_Group BaseSkillTargetID nonclustered located on PRIMARY XIE2Skill_Group DateTimeStamp nonclustered located on PRIMARY XIE3Skill_Group SkillTargetID clustered, unique, primary key located on PRIMARY XPKSkill_Group Table 411: Fields in Skill_Group Table Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Number of seconds before an agent becomes available after a call terminates. If this value is 0xFFFF, then the default value from the Peripheral record is used. AvailableHoldoffDelay FK, IE-2 NULL DBINT If Priority is not 0, indicates the base group for the skill. If this record is for the base group, Priority is 0 and this field is NULL. BaseSkillTargetID YES DBINT The ID of bucket intervals from the Bucket_Interval table used to generate the AnsInterval and AbandInterval fields in this record. If NONE is selected for the bucket interval, then Default_Bucket_Intervals is used for calculation. BucketIntervalID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 494 All Tables Skill_Group

Page 513

Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar(255) A string of parameters the system software sends to the peripheral to initialize the skill group. ConfigParam NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBINT Usual entries are 0 (zero). Any records with DefaultEntry value > (greater than) 0 will be considered a default skill group for configuration purposes. Records having a DefaultEntry value of 1 are used by OPC as the default target skill group. Where only a base default skill group is created, it has a DefaultEntry value of 1. If sub-skill group records are created, the primary sub-group has a DefaultEntry value of 1, while the others have a DefaultEntry value of 2. Note An automatic DefaultEntry is created with each possible combination of Peripheral and MRDomain (PeripheralID and MRDOmainID) in the system. These entries are visible to configuration applications but cannot be directly modified. DefaultEntry NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DBINT Foreign key from Department. NULL for global department. DepartmentID NULL DESCRIPTION Additional information about the group. Description AK-1 NOT NULL VNAME32 An enterprise name for the skill group. This name must be unique among all skill groups in the enterprise. EnterpriseName NULL VTELNO10 The extension number for the service (used by Lucent DEFINITY ECS). Extension NOT NULL DBCHAR Indicates whether or not this is an 'Unified ICM picks the agent (IPTA)' skill group: • Y = Yes, this is an IPTA skill group. • N = No, this is not an IPTA skill group. IPTA Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 495 All Tables Skill_Group

Page 514

Keys and NULL Option Data Type Description Name FK NOT NULL DBINT The Media Routing Domain with which this skill group is associated. The default value is 1. MRDomainID AK-2, FK NOT NULL DBSMALLINT Foreign key from Peripheral table. PeripheralID NOT NULL VNAME32 Skill group name as known by the peripheral. PeripheralName AK-2 NOT NULL DBINT Skill group number as known by the peripheral. PeripheralNumber FK, NULL DBINT Foreign key to the Precision Queue table. PrecisionQueueID AK-2 NOT NULL DBSMALLINT The routing priority of this group for the skill: • 1 = primary • 2 = secondary • 3= tertiary; etc. Note The value 0 indicates a base skill group. Priority FK, IE-1 NULL DBINT Identifies an imported schedule associated with the skill group. ScheduleID NOT NULL DBINT The service level threshold, in seconds, for the service level. If this field is negative, the value of the ServiceLevelThreshold field in the Service_Level_Threshold table (for this Peripheral/MRD pair) is used. The default value is -1 which means SL computation is disabled for this SG. ServiceLevelThreshold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 496 All Tables Skill_Group

Page 515

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Indicates how the system software calculates the service level for the skillgroup. If this field is 0, Unified ICM uses the default specified for the associated Peripheral/MRD pair in the Service_Level_Threshold table. Possible values: • 0 = Use Default • 1 = Ignore Abandoned Calls • 2 = Abandoned Call Has Negative Impact: • 3 = Abandoned Call Has Positive Impact: ServiceLevelType PK, FK, NOT NULL DBINT An identifier that is unique among all skill targets in the enterprise. SkillTargetID NOT NULL DBSMALLINT Indicates whether to use the SubSkillGroupMask field for the skill group or to use the peripheral default: • 0 = Use peripheral default. • 1 = Override the peripheral default. SubGroupMaskType NULL varchar(64) A series of characters (Y and N) indicating which sub-skill groups to create for the skill group. Ignored if SubGroupMaskType is 0. SubSkillGroupMask NOT NULL DBCHAR Indicates if the record can be deleted by a user. Default is Y. UserDeletable Skill_Group_Five_Minute This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. It gets populated on central and HDS databases. This table contains statistics about each skill group during the five-minute interval. The Unified ICM generates Skill_Group_Five_Minute records for each skill group. Related table Skill_Group, on page 493 (via SkillTargetID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 497 All Tables Skill_Group_Five_Minute

Page 516

Table 412: Indexes for Skill_Group_Five_Minute Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Skill_Group_Five_Minute DateTime, SkillTargetID, TimeZone Clustered, unique, primary key located on PRIMARY XPKSkill_Group_Five_Minute Table 413: Fields in Skill_Group_Five_Minute Table Keys and NULL Option Data Type Description Name NULL DBINT Number of agents in group in the Available state at the end of the five-minute interval. Avail NULL DBINT The total time, in seconds, that agents in the skill group were in the Available state for any skill group during the five-minute interval. AvailTime is included in the calculation of LoggedOnTime. AvailTimeTo5 NULL DBINT Average talk time in seconds for calls counted as handled by the skill group during the five-minute window. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallsHandledTo5 AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished (that is, any after-call work associated with the call has been completed). This field is updated in the database when any after-call work associated with the call is completed. AvgHandledCallsTalkTimeTo5 NULL DBINT Average talk time in seconds for calls counted as handled by the skill group during the five-minute window. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallsHandledTo5 The AvgHandledCallsTime value is updated in the database when any after-call work time associated with the call is completed. AvgHandledCallsTimeTo5 NULL DBINT Number of agents in the BusyOther state at the end of the five-minute interval. BusyOther NULL DBINT Number of seconds agents spent in the BusyOther state during the five-minute window. BusyOtherTime is included in the calculation of LoggedOnTime. BusyOtherTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 498 All Tables Skill_Group_Five_Minute

Page 517

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls answered by agents in the skill group during the five-minute window. The count for CallsAnswered is updated at the time the call is answered. CallsAnsweredTo5 NULL DBINT Calls that by been answered and have completed wrap-up by the skill group during the five-minute window. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledTo5 PK NOT NULL DBSMALLDATE Central Controller date and time at the start of the five-minute interval. DateTime NULL DBINT Number of agents in the skill group logged on at the end of the five-minute interval. LoggedOn NULL DBINT Time in seconds that the longest available agent for the skill group has been available. LongestAvailAgent NULL DBINT Number of agents in the skill group in the Not Ready state at the end of the five-minute interval. NotReady NULL DBINT The total time in seconds that agents in the skill group were in the Not Ready state for any skill group during the five-minute window. NotReadyTime is included in the calculation of LoggedOnTime. NotReadyTimeTo5 NULL DBFLT4 Percentage of Ready time that agents in the skill group spent talking or doing call work during the five-minute window. This is the percentage of time agents spend working on calls versus the time agents were ready. PercentUtilizationTo5 NULL DBINT Number of agents in the skill group in the Ready state at the end of the five-minute interval. Ready NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 499 All Tables Skill_Group_Five_Minute

Page 518

Keys and NULL Option Data Type Description Name AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NULL DBINT Time agents in the skill group spent in the Reserved state during the five-minute window. ReservedStateTime is included in the calculation of LoggedOnTime. ReservedStateTimeTo5 PK, FK NOT NULL DBINT The SkillTargetID of the agent. Together with the SkillGroupSkillTargetID, identifies the skill group member. Foreign key from skill group table. SkillTargetID NULL DBINT Number of agents in the skill group talking on inbound calls at the end of the five-minute interval. Inbound calls are ACD calls arriving on trunks (that is, calls that are not internally generated). TalkingIn NULL DBINT Number of agents in the skill group talking on internal calls (neither inbound nor outbound) at the end of the five-minute interval. Examples of "other calls include agent-to-agent transfers and supervisor calls. TalkingOther NULL DBINT Number of agents in the skill group talking on outbound calls at the end of the five-minute interval. TalkingOut NULL DBINT Number of seconds agents in the skill group were in the Talking state during the five-minute window. This field is applicable for Unified ICM, Unified CCE and Outbound Option. TalkTimeTo5 PK, NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBINT This field is not used. Unused1 NULL DBINT Number of agents in the skill group in the Work Not Ready state at the end of the five-minute interval. WorkNotReady NULL DBINT Number of seconds agents in the skill group were in the Work Not Ready state during the five-minute window. WorkNotReadyTime is included in the calculation of LoggedOnTime. WorkNotReadyTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 500 All Tables Skill_Group_Five_Minute

Page 519

Keys and NULL Option Data Type Description Name NULL DBINT Number of agents in the skill group in the Work Ready state at the end of the five-minute interval. WorkReady NULL DBINT Number of seconds agents in the skill group were in the Work Ready state during the five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime. WorkReadyTimeTo5 Skill_Group_Interval This section describes the Skill Group Interval table. For any calls that are routed using a Precision Queue, RouterCallsOffered and RouterErrorCode fields in the corresponding Skill_Group_Interval table are updated. In the Skill_Group_Interval table, the Hold time is calculated based on the agent state. Note Table 414: Indexes for Skill_Group_Interval Table index_keys index_description index_name DateTime, SkillTargetID, Timezone PRIMARY KEY XPKSkill_Group_Interval Recovery Key UNIQUE XAK1Skill_Group_Interval DbDateTime Nonclustered XIE1Skill_Group_Interval Table 415: Fields in Skill_Group_Interval Table Keys and NULL Option Data Type Description Name YES DBINT The number of outbound calls that abandon while on hold. This is reported by OPC. AbandonHoldCallsOut Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 501 All Tables Skill_Group_Interval

Image 1 from page 519

Page 520

Keys and NULL Option Data Type Description Name YES DBINT Average talk time in seconds for inbound calls associated with the skill group that were handled during the reporting interval. This value is calculated as follows: HandledCallsTalkTime / CallHandled. AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished (that is, any after-call work associated with the call has been completed). This field is counted when any after-call work associated with the call is completed, and the database is updated every reporting. Note In a Unified CCE Enterprise 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 Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data. AvgHandledCallsTalkTime YES DBINT The sum of the answer wait times of all calls associated to an agent in this skill group or precision queue answered during the reporting interval. AnswerWaitTime is updated at the time the call is answered, and the database is updated at every reporting interval. In Unified ICM, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table: • DelayTime • LocalQTime • RingTime In Unified CCE, AnswerWaitTime is calculated from the following fields in the Termination_Call_Detail table: • DelayTime • RingTime • NetworkSkillGroupQTime AnswerWaitTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 502 All Tables Skill_Group_Interval

Page 521

Keys and NULL Option Data Type Description Name YES DBINT Total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is counted at the time the call disconnects, and the database is updated every reporting. AbandonRingCalls YES DBINT Total ring time associated with ACD calls to the skill group that were abandoned while alerting an agent's position. RingTime occurs after any DelayTime and LocalQTime. The value is counted at the time the call disconnects, and the database is updated every reporting. AbandonRingTime YES DBINT The total number of ACD calls to the skill group that abandoned while being held at an agents position. The value is counted at the time the call disconnects, and the database is updated every reporting. AbandonHoldCalls YES DBINT Total talk time, in seconds, outbound ACD calls handled by agents associated with this skill group that ended during the reporting interval. The value includes the time spent from the agent beginning the call to when the agent begins after-call work for the call. The value is counted when the after-call-work time associated with the call (if any) is completed, and the database is updated every reporting. Note This field does not include the hold time; it is recorded in the AgentOutCallsOnHoldTime field. AgentOutCallsTalkTime YES DBINT The total number of outbound ACD calls by an agent associated with this skill group that ended during the current reporting interval that were placed on hold at least once during the life of the call. The value is counted when the after-call work associated with the call (if any) is completed, and the database is updated every reporting. AgentOutCallsOnHold YES DBINT Total number of seconds outbound ACD calls were placed on hold by agents associated with this skill group. This value updated in the database when after-call work associated with the call (if any) is completed. AgentOutCallsOnHoldTime YES DBINT Not currently used. AgentTerminatedCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 503 All Tables Skill_Group_Interval

Page 522

Keys and NULL Option Data Type Description Name YES DBINT Average handle time in seconds for inbound calls associated with the skill group that were handled during the reporting interval. This value is calculated as follows: HandledCallsTime / CallsHandled. The AvgHandledCallsTime value is counted when any after-call work time associated with the call is completed, and the database is updated every reporting. AvgHandledCallsTime YES DBINT The total number of AutoOut (predictive) calls made by agents associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCalls YES DBINT The total handle time, in seconds, for AutoOut (predictive) calls handled by agents associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to when the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsTime YES DBINT Total talk time, in seconds, for AutoOut (predictive) calls handled by agents associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to when the agent begins after-call work for the call. It includes the HoldTime associated with the call. AutoOutCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsTalkTime YES DBINT The total number of ended AutoOut (predictive) calls that agents associated with this skill group have placed on hold at least once. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsOnHold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 504 All Tables Skill_Group_Interval

Page 523

Keys and NULL Option Data Type Description Name YES DBINT The total number of seconds that AutoOut (predictive) calls were placed on hold by agents associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. AutoOutCallsOnHoldTime YES DBINT The total handle time, in seconds, for outbound ACD calls handled by the skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the agent beginning the call to when the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. AgentOutCallsTime YES DBINT The total number of outbound ACD calls made by agents in the skill group that ended during a reporting interval. The value is counted when any after-call work time associated with the call is completed, and the database is updated every reporting. AgentOutCalls YES DBINT Total time in seconds agents associated with this skill group were in the Not_Active state for this skill group during the reporting interval. AvailTime is included in the calculation of LoggedOnTime. AvailTime YES DBINT The number of calls associated with this skill group barged in on either by the supervisor or by the agent. This field is applicable for Unified CCE only. BargeInCalls NULL DBINT The ID of Bucket Intervals from the Bucket_Interval table used to generate the following RouterAnsInterval and RouterAbandInterval fields in this record. BucketIntervalID YES DBINT Number of seconds agents have spent in the BusyOther state for this skill group during the reporting interval. BusyOtherTime is included in the calculation of LoggedOnTime. BusyOtherTime YES DBINT For skill groups assigned to campaigns only per the Campaign Skill Group. As skill groups are often reused for new campaigns, this provides a historical trail for proper reporting. Filled in by the CallRouter. CampaignID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 505 All Tables Skill_Group_Interval

Page 524

Keys and NULL Option Data Type Description Name YES DBINT Number of callback messages processed by the skill group during the reporting interval. CallbackMessages YES DBINT Number of seconds the skill group spent processing callback messages during the reporting interval. CallbackMessagesTime YES DBINT The number of inbound ACD calls answered and wrap-up completed by agents associated with this skill group during the reporting interval. This field is applicable for Unified ICM and Unified CCE. A handled call is: 1. An incoming ACD call that was answered by an agent, and then completed. 2. A non-voice task that the agent started working on then completed. A handled call or task is completed when the agent associated with the call or task finishes the wrap-up work associated with the call or task. CallsHandled YES DBINT Number of routed calls answered by agents associated with this skill group during the given interval. CallsAnswered is incremented in the interval where the call is answered, as opposed to CallsHandled which is incremented in the interval where the call ends. CallsAnswered NULL DBINT The number of external consult calls the agents in this skill group completed during this interval. ConsultOutCalls NULL DBINT Time the agents in this skill group spent on consult external calls. It includes talk, hold, and wrap time. Time is counted when the call ends. This time ConsultOutCallsTime YES DBINT The number of consultative calls agents associated with the skill group that ended in this reporting. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. ConsultativeCalls YES DBINT The number of seconds agents associated with this skill group spent handling a consultative call. The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. ConsultativeCallsTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 506 All Tables Skill_Group_Interval

Page 525

Keys and NULL Option Data Type Description Name YES DBINT The number of calls received by this skill group for the current reporting interval. The number of calls received by this skill group for the current reporting interval. In Unified CCE , a call is counted as offered only when it is answered. Note For consistent values, in Unified CCE, use RouterCallsOffered. CallsOffered YES DBINT The number of calls queued to this skill group by the ACD in the current reporting interval. For consistent values, use RouterQueueCalls. CallsQueued YES DBINT The number of incoming calls skill group agents were conferenced into. Incoming calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. ConferencedInCalls YES DBINT The number of seconds agents associated with this skill group were involved in incoming conference calls. Conferenced in calls include both ACD and non-ACD. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. For blind conferences in Unified CCE, the value is counted when an agent blind conferences the call to a VRU, and the database is updated every reporting. ConferencedInCallsTime YES DBINT The number of conference calls that the skill group agents initiated. The conferenced out calls include ACD and non-ACD calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. ConferencedOutCalls YES DBINT The number of seconds that agents spent on conference calls that they initiated. This includes time spent on both ACD and non-ACD conference calls initiated by the agent. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. ConferencedOutCallsTime NOT NULL DBSMALLDATE The date and time at the start of the reporting interval. DateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 507 All Tables Skill_Group_Interval

Page 526

Keys and NULL Option Data Type Description Name YES DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime YES DBINT The number of emergency assist requests either by the agent or by the supervisor. This field is applicable for Unified CCE only. EmergencyAssists YES DBINT Number of seconds where all calls to an agent are on hold during the reporting interval. HoldTime is counted only while the agent is doing no other call-related activity. HoldTime is included in the calculation of LoggedOnTime. HoldTime YES DBINT The number of seconds that agents spent in TalkTime for calls associated with this skill group that ended in this reporting interval. This field is applicable for both Unified ICM, Unified CCE and Outbound Option. HandledCallsTalkTime YES DBINT This field only applies to configured skill groups. The number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call. HandledCallsTime = HandledCallsTalkTime + IncomingCallsOnHoldTime + (WorkNotReadyTime/WorkReadyTime) The value in this field for the incoming routed calls includes: 1. Talk time 2. IncomingCallsOnHoldTime 3. Work Ready and Work Not Ready time Note Database is updated with the cumulative time only after the call completion of both the talk time and the wrap-up time. Note This field is applicable for Unified ICM, Unified CCE, and Outbound Option. HandledCallsTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 508 All Tables Skill_Group_Interval

Page 527

Keys and NULL Option Data Type Description Name YES DBINT Total number of seconds that inbound ACD calls that agents associated with the skill group placed on hold that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. IncomingCallsOnHoldTime YES DBINT The total number of inbound ACD calls that agents associated with the skill group placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. IncomingCallsOnHold YES DBINT The total number of seconds internal calls agents associated with the skill group ended in this reporting ever put on hold. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsOnHoldTime YES DBINT The total number of internal calls that agents associated with the skill group ended in this reporting that were ever placed on hold. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsOnHold YES DBINT Number of seconds spent on internal calls received by the agent during the reporting interval. The value is incremented when the after-call-work time associated with the call has completed. InternalCallsRcvdTime YES DBINT Number of internal calls associated with this skill group that agents received and that ended during this reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCallsRcvd YES DBINT Number of internal calls agents associated with this skill group ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. InternalCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 509 All Tables Skill_Group_Interval

Page 528

Keys and NULL Option Data Type Description Name YES DBINT Number of seconds spent on internal calls initiated by the agent during the reporting interval. The value is incremented when the after-call-work time associated with the call has completed. InternalCallsTime YES DBINT The number of seconds during which all calls to the agent are in interrupted state during the reporting interval. InterruptedTime YES DBINT The number of calls intercepted either by the supervisor or by the agent. This field is applicable for Unified CCE only. InterceptCalls YES DBINT Total time, in seconds, agents associated with this skill group were logged on during the reporting interval. This field is applicable for both Unified ICM, Unified CCE and Outbound Option. This value is based on the sum of the following: 1. HoldTime 2. TalkInTime 3. TalkOutTime 4. TalkOtherTime 5. NotReadyTime 6. WorkReadyTime 7. WorkNotReadyTime 8. BusyOtherTime 9. ReservedStateTime 10. TalkAutoOutTime 11. TalkPreviewTime 12. TalkReservedTime 13. InterruptedTime LoggedOnTime YES DBINT The number of calls monitored either by the supervisor or by the agent. This field is applicable for Unified CCE only. MonitorCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 510 All Tables Skill_Group_Interval

Page 529

Keys and NULL Option Data Type Description Name YES DBINT The number of Network consultative calls completed by agents in the skill group with at least one call on hold. The count is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. NetConsultativeCalls YES DBINT The number of seconds agents in the skill group spent handling a Network consultative call with at least one call on hold. The value is counted when the after-call work time associated with the consultative call (if any) is completed, and the database is updated every reporting. NetConsultativeCallsTime YES DBINT The number of Network conference calls that the skill group agents initiated. The conferenced out calls only include Network conference calls. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. NetConferencedOutCalls YES DBINT The number of seconds that agents spent on Network conference calls that they initiated. This only includes time spent on Network conference calls initiated by the agent. This database element uses ConferenceTime from the Termination_Call_Detail table. The value is counted when the agent drops off the call or the call becomes a simple two-party call, and the database is updated every reporting. NetConfOutCallsTime YES DBINT Number of calls that were network (Blind and Consultative) transferred out of the skill group during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. NetTransferOutCalls YES DBINT Total seconds agents were in the Not Ready state for this skill group during the reporting interval. NotReadyTime is included in the calculation of LoggedOnTime. NotReadyTime NULL DBINT The total number of pick requests successfully routed to this skill group for this interval. PickRequests NULL DBINT The total number of pull requests successfully routed to this skill group for this interval . PullRequests NULL DBINT Number of pick requests resulting in an error. PickErrors Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 511 All Tables Skill_Group_Interval

Page 530

Keys and NULL Option Data Type Description Name NULL DBINT Number of pull requests resulting in an error. PullErrors YES DBFLT4 Percentage of Ready time that agents associated with this skill group spent talking or doing call work during the reporting interval. This is the percentage of time these agents spent working on calls versus the time agents were ready. PercentUtilization NULL DBINT Foreign Key from Precision_Queue table. PrecisionQueueID YES DBINT Total number of outbound Preview calls made by agents associated with this skill group that ended during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. PreviewCalls YES DBINT Total handle time, in seconds, for outbound Preview calls handled by agents associated with this skill group that ended during the reporting interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to when the agent completes after-call work time for the call. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. PreviewCallsTime YES DBINT Total talk time, in seconds, for outbound Preview calls handled by agents associated with this skill group that ended during the reporting interval. This value includes the time spent from the call being initiated to when the agent begins after-call work for the call. It therefore includes the HoldTime associated with the call. PreviewCallsTalkTime is counted when the after-call work time associated with the call (if any) has completed. This field is applicable for both Unified ICM and Unified CCE, and the database is updated every reporting. PreviewCallsTalkTime YES DBINT The total number of ended outbound Preview calls that agents associated with this skill group have placed on hold at least once during the reporting interval. The value is counted when the after-call work time associated with the call (if any) has completed, and the database is updated every reporting. PreviewCallsOnHold Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 512 All Tables Skill_Group_Interval

Page 531

Keys and NULL Option Data Type Description Name YES DBINT The total number of seconds outbound Preview calls were placed on hold by agents associated with this skill group during the reporting interval. The value is counted when the after-call work associated with the call (if any) has completed, and the database is updated every reporting. PreviewCallsOnHoldTime YES DBINT For Outbound Option, the number of reservation calls received by agents in this skill group during the reporting interval. ReserveCalls YES DBINT For Outbound Option, the time during the reporting interval that outbound agents in this skill group spent on reservation calls waiting for delivery of a Campaign customer call. This includes preview time for Preview, Direct Preview, and Personal Callback calls. Note ReserveCallsTime is the sum of TalkTime, HoldTime, and WrapTime for reservation calls. As the reservation calls don't have HoldTime and WrapTime, this value is same as the ReserveCallsTalkTime. ReserveCallsTime YES DBINT For Outbound Option, the talk time for agents in this skill group on reservation calls during the reporting interval. This is calculated using Call State. ReserveCallsTalkTime YES DBINT For Outbound Option, the number of reservation calls for agents in this skill group placed on hold during the reporting interval. ReserveCallsOnHold YES DBINT For Outbound Option, the time that reservation calls for agents in this skill group are on hold during the reporting interval. ReserveCallsOnHoldTime NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 513 All Tables Skill_Group_Interval

Page 532

Keys and NULL Option Data Type Description Name YES DBINT The number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. RedirectNoAnsCalls YES DBINT The number of seconds ACD calls to the skill group rang at an agent's terminal before being redirected on failure to answer on failure to answer. The value is counted at the time the call is diverted to another device, and the database is updated every reporting. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. RedirectNoAnsCallsTime NULL DBINT Number of calls abandoned within interval 1. For Skill Group Interval, RouterAbandInterval is calculated from the moment a call is queued to a skill group until the call is abandoned. This column is applicable to both third-party ACDs and Unified CCE with the following exception: the column is not incremented if the call abandons after it is routed to a standard ACD, unless the call was translation routed. In a Unified CCE Enterprise Gateway deployment, a Unified ICM (parent) connected with a Unified CCE and with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look at the parent Unified ICM reports for network queuing data. RouterAbandInterval1 NULL DBINT Number of calls abandoned within interval 2. See RouterAbandInterval1. RouterAbandInterval2 NULL DBINT Number of calls abandoned within interval 3. See RouterAbandInterval1. RouterAbandInterval3 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 514 All Tables Skill_Group_Interval

Page 533

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls abandoned within interval 4. See RouterAbandInterval1. RouterAbandInterval4 NULL DBINT Number of calls abandoned within interval 5. See RouterAbandInterval1. RouterAbandInterval5 NULL DBINT Number of calls abandoned within interval 6. See RouterAbandInterval1. RouterAbandInterval6 NULL DBINT Number of calls abandoned within interval 7. See RouterAbandInterval1. RouterAbandInterval7 NULL DBINT Number of calls abandoned within interval 8. See RouterAbandInterval1. RouterAbandInterval8 NULL DBINT Number of calls abandoned within interval 9. See RouterAbandInterval1. RouterAbandInterval9 NULL DBINT Number of calls abandoned within interval 10. See RouterAbandInterval1. RouterAbandInterval10 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 515 All Tables Skill_Group_Interval

Page 534

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls answered within interval 1. For Skill Group Interval, RouterAnsInterval is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. This column is applicable to both third-party ACDs and CC Enterprise with the following exception: the column is not incremented if an agent on a third-party ACD answers the call, unless the call was translation routed. In a Unified CCE Enterprise 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 Unified CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor desktops. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager, who would usually only look at the Unified CCE child reports, must also look at 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. RouterAnsInterval1 NULL DBINT Number of calls answered within interval 2. See RouterAnsInterval1. RouterAnsInterval2 NULL DBINT Number of calls answered within interval 3. See RouterAnsInterval1. RouterAnsInterval3 NULL DBINT Number of calls answered within interval 4. See RouterAnsInterval1. RouterAnsInterval4 NULL DBINT Number of calls answered within interval 5. See RouterAnsInterval1. RouterAnsInterval5 NULL DBINT Number of calls answered within interval 6. See RouterAnsInterval1. RouterAnsInterval6 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 516 All Tables Skill_Group_Interval

Page 535

Keys and NULL Option Data Type Description Name NULL DBINT Number of calls answered within interval 7. See RouterAnsInterval1. RouterAnsInterval7 NULL DBINT Number of calls answered within interval 8. See RouterAnsInterval1. RouterAnsInterval8 NULL DBINT Number of calls answered within interval 9. See RouterAnsInterval1. RouterAnsInterval9 NULL DBINT Number of calls answered within interval 10. See RouterAnsInterval1. RouterAnsInterval10 YES DBINT Number of calls queued to the group by the CallRouter that were abandoned during the half-hour interval. The CallRouter sets this field. RouterCallsAbandQ DBINT The summation of time spent waiting in queue with this skill group by callers that abandon before being routed to an agent. The CallRouter sets this field. RouterDelayQAbandTime NULL DBINT The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group it was queued to. The CallRouter sets this field. RouterMaxCallsQueued NULL DBINT The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable. The CallRouter sets this field. RouterMaxCallWaitTime YES DBINT Number of calls queued to the group by the CallRouter during the reporting interval. The CallRouter sets this field. RouterQueueCalls NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay NULL DBINT The value indicates Half Hour boundary interval (0

47). Two 15 minute interval records will have a unique half hour boundary value. ReportingHalfHour NULL DBINT This value indicates the period, in minutes, over which the router calculates the Call Type and Call Type Skill Group data. The valid values are 30 (default) or 15. ReportingInterval Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 517 All Tables Skill_Group_Interval

Page 536

Keys and NULL Option Data Type Description Name YES DBINT How long an agent is in Reserved state. This is counted using Agent State. ReservedStateTime YES DBINT The number of calls routed or queued for the Skill Group in the reporting interval. The CallRouter sets this field. This fields does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOffered field of Skill_Group tables. Note: RouterCallsOffered = RouterCallsAbandToAgent + CallsHandled + RouterCallsDequeued + RedirectNoAnsCalls + RouterError + ReserveCalls + RouterCallsAbandQ

RouterCallsAbandDequeued This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. This value is incremented by:

CallType short calls, which are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.) 2. Calls that are cancelled bis Cancel Queue node and re-queued to the same Skill Group. 3. Calls that are routed to a Skill Group, re-queried, and re-queued to the same Skill Group. Note For precision queue skill groups, this value increments when a call is sent to a peripheral. RouterCallsOffered YES DBINT In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups. The CallRouter sets this field. Note For precision queue skill groups, this value counts the number of calls abandoned after the calls are routed to an agent desktop and before the calls are answered. RouterCallsAbandToAgent Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 518 All Tables Skill_Group_Interval

Page 537

Keys and NULL Option Data Type Description Name YES DBINT The number of calls that were de-queued from this skill group to be routed to another skill group in the reporting interval. This field is incremented when a call is de-queued by a Cancel Queue node or a Release Call node. This field is applicable to Unified CCE environments and to ICM environments where calls are translation-routed to Skill Groups. The CallRouter sets this field. RouterCallsDequeued YES DBINT The number of calls that resulted in an error condition in the reporting interval. A few examples of error condition are: • CCE Script implementation is unable to find a target for the call due to any scripting or configuration error. • The system is unable to route the call to the identified Agent for any error in the network or device. • Calls with mis-configured labels do not use default routing; for example, when a route has not been defined. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. The CallRouter sets this field. Note For precision queue skill groups, this value counts the number of calls resulting in an error condition after the calls are routed to an agent desktop. See Router Error Codes for the complete list of RouterError codes. RouterError Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 519 All Tables Skill_Group_Interval

Page 538

Keys and NULL Option Data Type Description Name YES DBINT The number of calls that were abandoned and de-queued from this skill group. When a call is queued to multiple skill groups and abandoned, the RouterCallsAbandQ field is incremented for one skill group and RouterCallsAbandDequeued is incremented for all the other skill groups. The group that is charged with the abandon is the group to which the call had been continuously queued to the longest at the time of the abandon. Usually, this would be the first group the script queued the call to, unless a more complicated dequeue, queue, or requeue scenario changes the order. The term "continuously queued" means that if a call is queued to a group, later dequeued, and still later requeued, the earlier time in queue is not used in determining which group the abandon is charged against. This field is applicable to Unified CCE environments and to Unified ICM environments where calls are translation-routed to Skill Groups. The CallRouter sets this field. RouterCallsAbandDequeued YES DBINT Reserved for future use. Reserved1 YES DBINT Reserved for future use. Reserved2 YES DBINT Reserved for future use. Reserved3 YES DBINT Reserved for future use. Reserved4 YES DBFLT4 Reserved for future use. Reserved5 NOT NULL DBINT The SkillTargetID of the skill group. Together with the SkillGroupSkillTargetID, identifies the skill group member. SkillTargetID YES DBINT Number of calls for which agents received supervisor assistance during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting. This field is applicable for Unified CCE. SupervAssistCalls YES DBINT Number of seconds agents associated with this skill group spent on supervisor-assisted calls during the reporting interval. The value is counted when the supervisor-assisted call completes, and the database is updated every reporting. This field is applicable for Unified CCE. SupervAssistCallsTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 520 All Tables Skill_Group_Interval

Page 539

Keys and NULL Option Data Type Description Name YES DBINT The number of calls answered by the agents associated with this skill group where the talktime of the calls is less than or equal to AnsweredShortCalls threshold. You might choose to factor these calls out of handle time statistics. Inbound ACD short calls are counted as Handled. AGENT_INSIDE short calls are counted as InternalCallsRcvd. ShortCalls YES DBFLT4 Service Level for the skill group during the reporting interval. This value is computed based on the ServiceLevelCalls, ServiceLevelCallsoffered, ServiceLevelCallsAband, and CallsDequeued. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered

ServiceLevelCallsAband - RouterCallsDequeued - RouterCallsAbandDequeue).

Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued - RouterCallsAbandDequeue). 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued - RouterCallsAbandDequeue). Note This field is relevant to the Unified CCE environment only. ServiceLevel Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 521 All Tables Skill_Group_Interval

Page 540

Keys and NULL Option Data Type Description Name YES DBINT The total number of calls of this skill group answered within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCalls is calculated from when the call is queued to a skill group or a precision queue, to when the call is answered. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. Other Skill Groups have ServiceLevelCallsDequeued incremented. Dequeuing the call by a Cancel Node has no impact on ServiceLevelCallsAband. This field is relevant to the Unified CCE environment only. With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCalls YES DBINT The total number of calls of this skill group abandoned within the service level threshold during the reporting interval. For Skill Group Interval, ServiceLevelCallsAband is calculated from when the call is queued to a skill group or a precision queue, to when the call is abandoned. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition flag. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router increments this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. This field is relevant to the Unified CCE environment only. ServiceLevelCallsAband Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 522 All Tables Skill_Group_Interval

Page 541

Keys and NULL Option Data Type Description Name YES DBINT The number of queued calls de-queued from a skill group within the skill ServiceLevel threshold in the reporting interval. Calls may be de-queued by a Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. Note This field is relevant to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsDequeue YES DBINT The calls that ended in Error state within the skill group Service Level threshold during the reporting interval. Note This field is relevant to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelError YES DBINT The calls that redirected on no answer within the Service Level threshold during the reporting interval. These calls are part of the ServiceLevelCallsOffered. Note: This field is relevant to the Unified CCE environment only. Note: With the existence of a network VRU, this value includes time in the network queue. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONA Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 523 All Tables Skill_Group_Interval

Page 542

Keys and NULL Option Data Type Description Name YES DBINT The number of calls routed to a skill group or queued for a skill group in the reporting interval. Includes the following categories of calls: 1. Calls that are answered within the ServiceLevel threshold. 2. Calls that are abandoned within the ServiceLevel threshold. 3. Calls that are redirected within the ServiceLevel threshold. (This is consistent with Call Type ServiceLevel). 4. Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). Note ServicelevelCallsOffered field, calls that encountered an error are counted, irrespective of how the calls ended (within or beyond the threshold). You can use the RouterError field to exclude all the erroneous calls and ServiceLevelError field to exclude erroneous calls before threshold. Note This field is relevant to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsOffered NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone YES DBINT Number of seconds agents associated with this skill group spent talking on inbound ACD calls (neither internal nor outbound) during the reporting interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. TalkInTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 524 All Tables Skill_Group_Interval

Page 543

Keys and NULL Option Data Type Description Name YES DBINT Number of seconds agents associated with this skill group spent talking on external outbound or consultative transfer calls during the reporting interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. TalkOutTime YES DBINT Number of seconds agents spent talking on other calls (neither inbound nor outbound) during the reporting interval. Examples of other calls include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. TalkOtherTime YES DBINT Number of calls transferred into the skill group during the reporting interval. In Unified CCE, a call is counted as offered only when it is answered. This field is applicable for both Unified ICM and Unified CCE. Note For blind transfers in Unified CCE, this field is not updated when the call that was blind transferred to an IVR is later transferred to another agent and the agent answers the call. Note: "Calls" may include voice calls and non-voice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. TransferInCalls YES DBINT Total seconds agents associated with this skill group were in the Talking state during the reporting interval. This value is based on the following: 1. TalkInTime 2. TalkOutTime 3. TalkOtherTime 4. TalkAutoOutTime 5. TalkPreviewTime 6. TalkReservedTime TalkTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 525 All Tables Skill_Group_Interval

Page 544

Keys and NULL Option Data Type Description Name YES DBINT Number of seconds agents associated with this skill group spent handling transferred in calls that ended during this reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. TransferInCallsTime YES DBINT Number of calls transferred out of the skill group during the reporting interval. The value is counted when the after-call work time associated with the call (if any) is completed, and the database is updated every reporting. Note: "Calls" may include voice calls and nonvoice tasks from ECE or third-party multichannel applications that use the Task Routing APIs. TransferOutCalls YES DBINT Number of seconds the agent spent talking on AutoOut (predictive) calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime. TalkAutoOutTime YES DBINT Number of seconds the agent spent talking on outbound Preview calls during the reporting interval. TalkAutoOutTime is included in the calculation of LoggedOnTime. TalkPreviewTime YES DBINT Number of seconds the agent spent talking on agent reservation calls during the reporting interval. TalkReserveTime is included in the calculation of LoggedOnTime. TalkReserveTime YES DBINT Total time in seconds agents associated with this skill group were in the WORK_NOT_READY state during the reporting interval. WorkNotReadyTime is included as in the calculation of LoggedOnTime. WorkNotReadyTime YES DBINT Total seconds agents in the skill group were in the WORK_READY state for tasks associated with this skill group that ended during this reporting interval. WorkReadyTime is included in the calculation of LoggedOnTime. WorkReadyTime YES DBINT The number of calls coached either by the supervisor or by the agent. This field is applicable for Unified CCE only. WhisperCalls Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 526 All Tables Skill_Group_Interval

Page 545

Skill_Group_Member Table This table is one of the Skill Group Member Detail tables in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. The Skill Group Member table maps agents to skill groups. Each skill group contains one or more member agents. Each agent can be a member of one or more skill groups. Use the Skill Group Route Explorer tool to add, update, and delete Skill_Group_Member records. Related Tables Agent, on page 17 (AgentSkillTargetID maps to Agent.SkillTargetID) Skill_Group, on page 493 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID) Table 416: Indexes for Skill_Group_Member Table index_keys index_description index_name AgentSkillTargetID nonclustered located on PRIMARY XIE1Skill_Group_Member SkillGroupSkillTargetID, AgentSkillTargetID clustered, unique, primary key located on PRIMARY XPKSkill_Group_Members Table 417: Fields in Skill_Group_Member Table Keys and NULL Option Data Type Description Name PK, FK, IE-1 NOT NULL DBINT The agent's SkillTargetID value. AgentSkillTargetID PK, FK NOT NULL DBINT The skill group's SkillTargetID value. SkillGroupSkillTargetID Skill_Group_Real_Time This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 527 All Tables Skill_Group_Member

Page 546

In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call center manager who would usually only look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network queuing data. Note Local database only. Contains real time information about each skill group. The system software generates a Skill_Group_Real_Time record for each skill group. Related Table Skill_Group, on page 493 (via SkillTargetID) Table 418: Indexes for Skill_Group_Real_Time Table index_keys index_description index_name SkillTargetID clustered, unique, primary key located on PRIMARY XPKSkill_Group_Real_Time Table 419: Fields in Skill_Group_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT The total handle time, in seconds, for outbound ACD calls associated with this skill group that ended during the rolling five-minute interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value includes the time spent from the call being initiated by the agent to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) is completed. AgentOutCallsTimeTo5 NULL DBINT The total number of outbound ACD calls associated with this skill group that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. AgentOutCallsTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 528 All Tables Skill_Group_Real_Time

Image 1 from page 546

Page 547

Keys and NULL Option Data Type Description Name NULL DBINT It is the current (rolling) five-minute interval total of: • In Unified ICM, the time in seconds from when the call first arrives at the ACD to when the agent answers the call. AnswerWaitTime is calculated from the following: • DelayTime • LocalQTime • RingTime • In Unified CCE, the number of seconds calls spent between first queued being queued to the skillgroup through Select (LAA) or Queue to Skillgroup nodes to when they were answered by an agent. AnswerWaitTime is calculated from the following: • DelayTime • LocalQTime • RingTime • NetworkQTime AnswerWaitTimeTo5 NULL DBINT The number of agents belonging to this skill group who are currently ApplicationAvailable with respect to the MRD to which the skill group belongs. An agent is Application available if the agent is Not Routable and Available for the MRD. This means that the agent can be routed a task by the Email and Web Manager. ApplicationAvailable NULL DBINT Total talk time, in seconds, for AutoOut (predictive) calls handled by agents in the skill group that ended during the current five-minute interval. This value includes the time spent from the call being initiated to the time the agent begins after-call work for the call. It includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the database when the after-call work time associated with the call (if any) has completed. AutoOutCallsTalkTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 529 All Tables Skill_Group_Real_Time

Page 548

Keys and NULL Option Data Type Description Name NULL DBINT Total handle time, in seconds, for AutoOut (predictive) calls handled by agents in the skill group that ended during the current five-minute interval. Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. AutoOutCallsTimeTo5 NULL DBINT Total number of AutoOut (predictive) calls made by agents in the skill group that ended during the current five-minute interval. The value is updated in the database when the after-call-work time associated with the call (if any) has completed. AutoOutCallsTo5 NULL DBINT Number of agents for the skill group in Not_Active state with respect to this skill group. Avail NULL DBINT Total seconds agents in the skill group have been in the Not_Active state during the current five-minute interval. AvailTime is included in the calculation of LoggedOnTime. AvailTimeTo5 NULL DBINT Average talk time in seconds for calls counted as handled by the skill group during the rolling five-minute interval. This value is calculated as follows: HandledCallsTalkTimeTo5 / CallHandledTo5 AvgHandledCallsTalkTime is calculated only for calls counted as handled. This field is updated in the database when any after-call work associated with the call is completed. AvgHandledCallsTalkTimeTo5 NULL DBINT Average handle time in seconds for calls counted as handled by the skill group during the rolling five-minute interval. The value is calculated as follows: HandledCallsTimeTo5 / CallHandledTo5 The AvgHandledCallsTime value is updated in the database when the after-call work time associated with the call is completed. AvgHandledCallsTimeTo5 NULL DBINT Number of agents currently in the BusyOther state with respect to this skill group. BusyOther Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 530 All Tables Skill_Group_Real_Time

Page 549

Keys and NULL Option Data Type Description Name NULL DBINT Number of seconds agents have spent in the BusyOther state during the rolling five-minute interval. BusyOtherTime is included in the calculation of LoggedOnTime. BusyOtherTimeTo5 NULL DBINT The number of calls that were answered by the skill group during the rolling five-minute interval. CallsAnsweredTo5 NULL DBINT The number of calls that were handled by the skill group during the rolling five-minute interval. This field is applicable for both Unified ICM and Unified CCE. A handled call is: • An incoming ACD call that was answered by an agent, and then completed. • A non-voice task that the agent started working on then completed. A handled call/task is completed when the agent associated with the call/task finishes the wrap-up work associated with the call/task. CallsHandledTo5 NULL DBINT The total number of ongoing non-voice tasks associated with this skill group. This field populates for non-voice tasks only. CallsInProgress NULL DBINT Number of calls offered to the skill group during the rolling five-minute interval. A call is counted only when it is answered. This field represents local queue counts at the ACD. It is incremented only in the event of local queueing. In the event of Network Queueing, the field incremented in RouterCallsOfferedTo5. CallsOfferedTo5 NULL DBINT The number of calls currently queued to this skill group by the ACD. This field represents local queue counts at the ACD. It is incremented only in the event of local queueing. In the event of Network Queueing, the field incremented in RouterCallsQNow. CallsQueuedNow NOT NULL DBDATETIME Central Controller date and time that this data was last updated. DateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 531 All Tables Skill_Group_Real_Time

Page 550

Keys and NULL Option Data Type Description Name NULL DBINT Total talk time, in seconds, for calls counted as handled by the skill group during the rolling five-minute interval. It is updated in the database when the after-call work time associated with the call (if any) is completed. HandledCallsTalkTimeTo5 NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL DBINT This field only applies to configured skill groups. Total handle time, in seconds, for calls counted as handled by the Precision Queue during the rolling five-minute interval. Handle time is number of seconds an agent spent answering the call (including the time the call was on hold) to the time the agent completed the after-call work associated with the call. HandledCallsTime = HandledCallsTalkTime + HoldTime + (WorkNotReadyTime/WorkReadyTime) The value in this field for the incoming routed calls includes: 1. Talk time 2. Total Held time 3. Work Ready and Work Not Ready time Note Database is updated with the cumulative time only after the call completion of both the talk time and the wrap-up time. Note This field is applicable for Unified ICM, Unified CCE, and Outbound Option. HandledCallsTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 532 All Tables Skill_Group_Real_Time

Page 551

Keys and NULL Option Data Type Description Name NULL DBINT The number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold and talking on another call (for example, a consultative call). The agent must have all active calls on hold. Hold NULL DBINT Number of seconds where all calls to the agent are on hold during the rolling five-minute interval. HoldTime is counted only while the agent is doing no other call related activity. HoldTime is included in the calculation of LoggedOnTime. HoldTimeTo5 NULL DBINT The number of agents belonging to this skill group who are currently ICMAvailable with respect to the MRD to which the skill group belongs. An agent is ICM available if s/he is Routable and Available for the MRD. This means that the agent can be routed a task by system software. IcmAvailable NULL DBINT The number of seconds during which all calls to the agent are in interrupted state during the rolling five-minute interval. InterruptedTimeTo5 NULL DBINT Number of agents that are currently logged on to the skill group. This count is updated each time an agent logs on and each time an agent logs off. LoggedOn Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 533 All Tables Skill_Group_Real_Time

Page 552

Keys and NULL Option Data Type Description Name NULL DBINT Total time, in seconds, agents were logged on to the skill group during the current (rolling) five-minute interval. This value is based on the following: • HoldTimeTo5 • TalkInTimeTo5 • TalkOutTimeTo5 • TalkOtherTimeTo5 • AvailTimeTo5 • NotReadyTimeTo5 • WorkReadyTimeTo5 • WorkNotReadyTimeTo5 • BusyOtherTimeTo5 • ReservedStateTimeTo5 • TalkAutoOutTimeTo5 • TalkPreviewTimeTo5 • TalkReservedTimeTo5 This field is applicable for both Unified ICM, Unified CCEand Outbound Option. LoggedOnTimeTo5 NULL DBDATETIME A date and time value that specifies the time that the longest available agent for the skill group became available. If no agent was available, the value is 0 LongestAvailAgent NULL DBDATETIME The date and time that the longest call in the queue for the skill group was placed in the queue. Note For consistent values, use RouterLongestCallInQ. LongestCallQ NULL DBINT Number of agents in the Not Ready state for the skill group. NotReady NULL DBINT Total seconds agents in the skill group have been in the Not Ready state during the rolling five-minute interval. NotReadyTime is included in the calculation of LoggedOnTime. NotReadyTimeTo5 NULL DBINT The number of agents whose state with respect to this skill group is currently Interrupted. NumAgentsInterruptedNow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 534 All Tables Skill_Group_Real_Time

Page 553

Keys and NULL Option Data Type Description Name NULL DBFLT4 Percentage of Ready time that agents in the skill group spent talking or doing call work during the rolling five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready. PercentUtilizationTo5 NULL DBINT Total handle time, in seconds, for outbound Preview calls handled by agents in the skill group that ended during the rolling five-minute interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. PreviewCallsTalkTimeTo5 NULL DBINT Total handle time, in seconds, for outbound Preview calls handled by agents in the skill group that ended during the current five-minute interval. Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value includes the time spent from the call being initiated to the time the agent completes after-call work time for the call. The value is updated in the database when the after-call work time associated with the call (if any) has completed. PreviewCallsTimeTo5 NULL DBINT Total number of outbound Preview calls made by agents in the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) has completed. PreviewCallsTo5 NULL DBINT The number of agents who are Routable with respect to the MRD associated with this skill group, and whose state with respect to this skill group is currently something other than NOT_READY or WORK_NOT_READY. Ready NULL DBINT This is the talk time for the reservation call. It should be either zero or a few seconds. This is counted using Call State. ReserveCallsTalkTimeTo5 NULL DBINT In the rolling five-minute interval, the number of ACD calls to the skill group that rang at an agent's terminal and redirected on failure to answer. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. RedirectNoAnsCallsTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 535 All Tables Skill_Group_Real_Time

Page 554

Keys and NULL Option Data Type Description Name NULL DBINT This is the sum of the total number of reservation calls placed on hold and the talk time for the reservation call. This is counted using Call State. ReserveCallsTimeTo5 NULL DBINT Number of reservation calls. This should always equal to the ReserveCallsOnHoldToHalf. ReserveCallsTo5 NULL DBINT Number of agents for the skill group currently in the Reserved state. ReservedAgents NULL DBINT How long an agent is in Reserved state. This is counted using Agent State. ReservedStateTimeTo5 NULL DBINT The number of calls that abandoned while queued in the router to this agent, in the rolling five-minute interval. RouterCallsAbandQTo5 NULL DBINT In the rolling five-minute interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups. RouterCallsAbandToAgentTo5 NULL DBINT The number of calls that were de-queued from this skill group, and had to be routed to another skill group in the rolling five-minute interval. This field is incremented when a call is de-queued through the Cancel Queue node. RouterCallsAbandDequeuedTo5 NULL DBINT The number of calls that were de-queued from this skill group to be routed to another skill group in the rolling five-minute interval. This field is also incremented when a call is de-queued via Cancel Queue node. RouterCallsDequeuedTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 536 All Tables Skill_Group_Real_Time

Page 555

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls received by this skill group in the rolling five-minute interval. This value is set by the Call Router. A call is counted as offered as soon at it is sent to a Skill Group. This value is incremented by: • CallType short calls, which are counted as abandoned for Skill Groups. (There is no short call count in the Skill_Group_Real_Time table.) • Calls that are cancelled by Cancel Queue node and re-queued to the same Skill Group • Calls that are routed to a Skill Group, re-queried, and re-queued to the same Skill Group This field does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsOfferedTo5 field of Skill_Group tables. RouterCallsOfferedTo5 NULL DBINT Number of calls currently queued for the skill group at the CallRouter. This field does not include local ACD calls, not routed by Unified ICM. Such calls are counted in the CallsQueuedNow field of Skill_Group tables. RouterCallsQNow NULL DBDATETIME The time when the longest call in queue was queued for this skill group. RouterLongestCallInQ Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 537 All Tables Skill_Group_Real_Time

Page 556

Keys and NULL Option Data Type Description Name NULL DBINT The count of calls that abandon within the skill group SL threshold in rolling five-minute interval. Calls may abandon while in the Skill Group queue, or they may abandon after they have been routed to a Skill Group. Calls that abandon after they are routed to a Skill Group are identified by TCD records with abandoned call disposition. If the call is queued and abandons before it is routed to any Skill Groups (within the ServiceLevel threshold), the Router will increment this value for ALL the Skill Groups this call was queued for. If the call abandons after it was routed to a Skill Group, that Skill Group will have ServiceLevelCallsAband incremented. Dequeuing the call via Cancel Node has no impact on ServiceLevelCallsAband. Calls may be de-queued via Cancel Queue node or de-queued from this Skill Group to be routed to a different Skill Group. Note This field is applicable to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsAbandTo5 NULL DBINT The number of calls de-queued from a skill group, within the skill group Service Level threshold, in rolling five-minute interval. Note This field is applicable to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsDequeuedTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 538 All Tables Skill_Group_Real_Time

Page 557

Keys and NULL Option Data Type Description Name NULL DBINT The number of calls that are routed to a skill group or queued for a the skill group in the rolling five-minute interval Includes these categories of calls • Calls that are answered within the ServiceLevel threshold • Calls that are abandoned within the ServiceLevel threshold • Calls that are redirected within the ServiceLevel threshold (this is consistent with Call Type ServiceLevel) • Calls that are not complete after the ServiceLevel threshold has passed (that is, calls queued longer than the Service Level threshold). Note Calls that end in error state within SL threshold are not counted as ServiceLevelCallsOffered. Note This field is applicable to the Unified CCE environment only. Note With the existence of a network VRU, this value includes time in the network queue. ServiceLevelCallsOfferedTo5 NULL DBINT The number of calls that are answered by the skill group within the Service Level threshold in the rolling five-minute interval. Note This field is applicable to the Unified CCE environment only. ServiceLevelCallsTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 539 All Tables Skill_Group_Real_Time

Page 558

Keys and NULL Option Data Type Description Name NULL DBFLT4 Service Level for the skill group in rolling five-minute interval. There are three types of service level calculations, and they are determined by the Service Level type chosen in configuration. They are: 1. Ignore Abandoned Calls ServiceLevel = ServiceLevelCalls / (ServiceLevelCallsoffered

ServiceLevelCallsAband - RouterCallsDequeued)

Abandoned Calls have Negative Impact ServiceLevel = ServiceLevelCalls / ServiceLevelCallsoffered - RouterCallsDequeued) 3. Abandoned Calls have Positive Impact ServiceLevel = (ServiceLevelCalls + ServiceLevelCallsAband) / (ServiceLevelCallsoffered - RouterCallsDequeued) Note This field is relevant to the Unified CCE environment only. ServiceLevelTo5 NULL DBINT The calls that redirected on no answer within Service Level threshold within the rolling five-minute interval. These calls are part of the ServiceLevelCallsOffered. This field is applicable to the Unified CCE environment only. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. ServiceLevelRONATo5 PK, FK NOT NULL DBINT Foreign key from the Skill Group table. The SkillTargetID of the agent. Together with the SkillGroupSkillTargetID, identifies the skill group member. SkillTargetID NULL DBINT Number of seconds agents in the skill group spent talking on AutoOut (predictive) calls during the rolling five-minute interval. TalkAutoOutTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 540 All Tables Skill_Group_Real_Time

Page 559

Keys and NULL Option Data Type Description Name NULL DBINT Number of agents in the skill group currently talking on AutoOut (predictive) calls. TalkingAutoOut NULL DBINT Number of agents in the skill group currently talking on inbound calls. TalkingIn NULL DBINT Number of agents in the skill group currently talking on internal (neither inbound nor outbound) calls. Examples of "other calls include agent-to-agent transfers and supervisor calls. TalkingOther NULL DBINT Number of agents in the skill group currently talking on outbound calls. TalkingOut NULL DBINT Number of agents in the skill group currently talking on outbound Preview calls. TalkingPreview NULL DBINT Number of agents in the skill group currently talking on agent reservation calls. TalkingReserve NULL DBINT Total seconds agents spent talking on inbound calls for the skill group during the rolling five-minute interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime. TalkInTimeTo5 NULL DBINT Total seconds agents spent talking on other calls (neither inbound nor outbound) for the skill group during the rolling five-minute interval. TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. TalkOtherTimeTo5 NULL DBINT Total seconds agents spent talking on outbound calls for the skill group during the rolling five-minute interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime. TalkOutTimeTo5 NULL DBINT Number of seconds agents in the skill group spent talking on outbound Preview calls during the current five-minute interval. TalkPreviewTimeTo5 NULL DBINT Number of seconds agents in the skill group spent talking on agent reservation calls during the rolling five-minute interval. TalkReserveTimeTo5 NULL DBINT Total seconds agents in the skill group have been in the Talking state during the rolling five-minute interval. This value is calculated as follows: TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5 TalkTimeTo5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 541 All Tables Skill_Group_Real_Time

Page 560

Keys and NULL Option Data Type Description Name NULL DBINT Total number of seconds agents spent on calls transferred into the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. For blind transfers in Unified CCE , this field is not updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. Note “Calls” asks from third-party multichannel applications that use the Task Routing APIs. TransferInCallsTimeTo5 NULL DBINT Number of calls transferred into the skill group that ended during the current five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. For blind transfers in Unified CCE, the value is updated in the database when an agent blind transfers the call to an IVR. Note For blind transfers in Unified CCE , this field is not updated when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. Note “Calls” may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. TransferInCallsTo5 NULL DBINT Number of calls transferred out of the skill group that ended during the rolling five-minute interval. The value is updated in the database when the after-call work time associated with the call (if any) is completed. Note: "Calls" may include voice calls and nonvoice tasks from third-party multichannel applications that use the Task Routing APIs. TransferOutCallsTo5 NULL DBINT Number of agents in the skill group in the Work Not Ready state. WorkNotReady Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 542 All Tables Skill_Group_Real_Time

Page 561

Keys and NULL Option Data Type Description Name NULL DBINT Total seconds agents have been in the Work Not Ready state during the rolling five-minute interval. WorkNotReadyTime is included in the calculation of LoggedOnTime. WorkNotReadyTimeTo5 NULL DBINT Number of agents in the skill group in the Work Ready state. WorkReady NULL DBINT Total seconds agents have been in the Work Ready state during the rolling five-minute interval. WorkReadyTime is included in the calculation of LoggedOnTime. WorkReadyTimeTo5 Skill_Target This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Establishes a unique identifier for every agent, skill group, service, service array, and translation route in the enterprise. The Skill Group Explorer maintains the Skill_Target table when you create or delete agents, skill groups, services, service arrays, or translation routes. Related Tables Agent, on page 17 (via SkillTargetID) Route, on page 379 (via SkillTargetID) Service, on page 452 (via SkillTargetID) Service_Array, on page 455 (via SkillTargetID) Skill_Group, on page 493 (via SkillTargetID) Translation_Route, on page 587 (via SkillTargetID) Table 420: Indexes for Skill_Target Table index_keys index_description index_name SkillTargetID clustered, unique, primary key located on PRIMARY XPKSkill_Target Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 543 All Tables Skill_Target

Page 562

Table 421: Fields in Skill_Target Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT A unique identifier for the skill target. SkillTargetID NOT NULL DBSMALLINT Type of target: • 1 = Service • 2 = Skill Group • 3 = Agent • 4 = Translation Routes • 5= Service Array SkillTargetType Smart_License_Entitlements This table is one of the Smart License tables. This table stores the information on the pre-defined entitlement tags for identifying and reporting licenses on CSSM. The information is presented in the table in multiple rows, one for each supported entitlement such as Standard and Premium Agent Entitlement for each supported product. Related Tables • Smart_License_Info • Smart_License_Product • Smart_License_Server Table 422: Indexes for the Smart_License_Server Table index_keys index_description index_name SmartLicenseEntitlementsTagID Primary key XPKSmart_License_Entitlements Table 423: Fields in the Smart_License_Server Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Increments when the record is changed in the database. ChangeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 544 All Tables Smart_License_Entitlements

Page 563

Keys and NULL Option Data Type Description Name NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp NULL varchar(255) Deployment mode of the system. DeploymentType NULL VARCHAR(255) Unique tag per Product ID (PID). For example, Standard or Premium Agent EntitlementTag. EntitlementTag names are different for different types licenses. EntitlementTag NULL VARCHAR(255) Identifies the entitlement names for the configured deployment. EntitlementDisplayname NULL VARCHAR(255) Displays the description of the Entitlement on CSSM. 1 - Direct 2 - Proxy 3 - Satellite Connected 4 - Satellite Disconnected EntitlementDescription NULL VARCHAR(255) Entitlement Version is usually 1.0 unless multiple versions are required by the product. EntitlementVersion Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 545 All Tables Smart_License_Entitlements

Page 564

Keys and NULL Option Data Type Description Name NULL VARCHAR(50) Current enforcement mode of the entitlement. List of the probable modes: • Invalid • Licenses not in use • Waiting • InCompliance • OutOfCompliance • Overage • Evaluation Mode • EvalExpired • AuthorizedPeriodExpired • Disabled • InvalidTag • NotApplicable • ReservedInCompliance • NotAuthorized • NotInUse EnforcementMode NULL VARCHAR(255) Reserved for future use. FutureUseVarChar1 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar2 NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT The two types of license supported are: • 1 - Perpetual • 2 - Flex The default value 1(Perpetual). LicenseType NULL DBINT It is the highest license consumption value above and beyond entitlement value when the system is in Out-of-compliance state. LockUsage NULL DBINT This flag tells whether this Entitlement is in OutOfCompliance. OutOfCompliance Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 546 All Tables Smart_License_Entitlements

Page 565

Keys and NULL Option Data Type Description Name NULL DBINT Displays the number of times the Entitlements are OutOfCompliance. OutOfComplianceCount NULL DBINT Displays the peak usage of this entitlement PeakUsage NOT NULL DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicense EntitlementsTagID Smart_License_Info This table is one of the Smart License tables. This table captures the Registration and Authorization status for a Smart License Agent instance running on a Unified CCE instance. The fields in this table represent the responses received from the Cisco Smart Software Manager (CSSM) portal using internal APIs. Each row displays the information for one Smart Agent instance. Related Tables • Smart_License_Server • Smart_License_Product • Smart_License_Entitlements Table 424: Indexes for the Smart_License_Info Table index_keys index_description index_name SmartLicenseInfoID Primary key XPKSmart_License_Info Fields in the Smart_License_Info Table Keys and NULL Option Data Type Description Name NULL DBDATETIME Date and time of expiry of the product license authorization. Product license authorization must be renewed before this date. AuthorizationExpires NULL VARCHAR(255) Reason for failure of authorization attempt. AuthorizationFailedReason NOT NULL CHANGESTAMP Incremented when the record is changed in the database. ChangeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 547 All Tables Smart_License_Info

Page 566

Keys and NULL Option Data Type Description Name NULL DBINT Authorization status ID of Unified CCE with CSSM or Satellite. Default value is 5 CssmAuthorizationStatus NULL DBINT Registration status ID of Unified CCE with CSSM or Satellite. Default value is 2 CssmRegistrationStatus NULL DBINT Number of days left in evaluation mode. DaysLeftInEvaluationMode NULL DBINT Number of days left in Out Of Compliance mode. DaysLeftInOutOfCompliance NULL DBDATETIME Records the date and time when the record is added/updated. DateTimeStamp NULL DBCHAR N indicates that encryption cannot be turned on. Values Y or N are allowed ExportControlledAllow NULL DBDATETIME Date and time of expiry of the product evaluation period. EvaluationExpiredTime NULL DBDATETIME Reserved Field FutureUseDateTime1 NULL DBINT Reserved Field FutureUseInt1 NULL DBINT Reserved Field FutureUseInt1 NULL DBINT Reserved Field FutureUseInt2 NULL DBINT Reserved Field FutureUseInt3 NULL DBINT Reserved Field FutureUseInt4 NULL DBINT Reserved Field FutureUseInt5 NULL DBINT Reserved Field FutureUseInt6 NULL VARCHAR(255) Reserved Field FutureUseVarChar1 NULL VARCHAR(255) Reserved Field FutureUseVarChar2 NULL VARCHAR(255) Reserved Field FutureUseVarChar3 NULL VARCHAR(255) Reserved Field FutureUseVarChar4 NULL VARCHAR(255) Reserved Field FutureUseVarChar5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 548 All Tables Smart_License_Info

Page 567

Keys and NULL Option Data Type Description Name NULL DBCHAR Y if the product license authorization attempt fails. Values Y or N are allowed IsAuthorizationFailed NULL DBCHAR Y if the product license registration attempt fails. Values Y or N are allowed IsRegistrationFailed NULL DBDATETIME Date and Time of the last renewal attempt for the product license authorization. LastAuthorizationAttempt NULL DBDATETIME Date and Time of the last renewal attempt for the product license registration. LastRenewalAttempt NULL DBDATETIME Date and Time of the next renewal attempt for the product license authorization. NextAuthorizationAttempt NULL DBDATETIME Date and Time of the next renewal attempt for the product license registration. NextRenewalAttempt NULL DBINT The number of days you can use Unified CCE when Out Of Compliance. OverageDays NULL DBDATETIME Time stamp when the overage days column is updated. OverageDaysUpdatedTime NULL VARCHAR(100) Registered Product instance with CSSM. ProductInstance NULL DBDATETIME Date and Time at which the product license registration will expire. Product license registration must be renewed before this date. RegistrationExpires NULL VARCHAR(255) Reason for registration attempt failure. RegistrationFailedReason NULL VARCHAR(100) Name of Smart Account Name. SmartAccount PK Clustered DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicenseInfoID NULL DBINT Foreign key to SmartLicenseServer SmartLicenseServerId NULL VARCHAR(100) Name of Virtual Account Name. VirtualAccount Smart_License_Product This table is one of the Smart License tables. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 549 All Tables Smart_License_Product

Page 568

This table stores the information about the pre-defined product tag, display name and description to identify the product instances on CSSM. Related Tables • Smart_License_Info • Smart_License_Server • Smart_License_Entitlements Table 425: Indexes for the Smart_License_Server Table index_keys index_description index_name SmartLicenseProductID Primary key XPKSmart_License_Product Table 426: Fields in the Smart_License_Server Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP This field is incremented when the record is changed in the database. ChangeStamp NULL DBDATETIME Records the date and time when the license record was added/updated. DateTimeStamp NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar1 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar2 NULL VARCHAR (255) Displays the description of the product license in the product instance overview of CSSM. ProductDescription NOT NULL VARCHAR (255) Displays the name of the product in the product instance overview of CSSM. ProductDisplayName NULL DBINT Displays the environment of the product in the product instance overview of CSSM. The two types of environments supported are: • 0: Production (default value) • 1: Development ProductEnvironment Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 550 All Tables Smart_License_Product

Page 569

Keys and NULL Option Data Type Description Name NULL DBINT Displays the privacy status of the product in the product instance overview of CSSM. Values 0 or 1 are allowed. • 0: Privacy disabled • 1: Privacy enabled (default value) PrivacyEnabled NOT NULL VARCHAR (255) Is a unique id defined for each product like • UCCE • PCCE ProductTag NULL VARCHAR (30) Product Version is usually 1.0 unless multiple versions are required by the product. ProductVersion PK Clustered DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicenseProductID Smart_License_Server This table is one of the Smart License tables. This table stores the Unified CCE specific configuration information that is required for connection and registration to CSSM. This table will come under configuration database table. Related Tables • Smart_License_Info • Smart_License_Product • Smart_License_Entitlements Table 427: Indexes for the Smart_License_Server Table index_keys index_description index_name SmartLicenseServerID Primary key XPKSmart_License_Server Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 551 All Tables Smart_License_Server

Page 570

Table 428: Fields in the Smart_License_Server Table Keys and NULL Option Data Type Description Name NULL VARCHAR(255) ID that is used to identify the source of the notification when there are multiple instances of an agent on the same system. AgentId NOT NULL CHANGESTAMP Increments when the record is changed in the database. ChangeStamp NULL DBINT Maximum wait time from CSSM before SmartAgent times out and API fails. CssmResponseTimeout NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp NOT NULL DBINT Enterprise DeploymentMode NOT NULL DBCHAR Applies the 95 percentile formula to exclude spikes if this value set to Y. Values Y or N are allowed Default value is Y ExcludeSpikes NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar1 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar2 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar3 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar4 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar5 NULL VARCHAR(255) Get the token from Cisco Licensing Cloud CSSM. IDToken NOT NULL DBCHAR Defines the enforcement level applied. Default value is Y which allows MACD operation on Agents and Features. Default. Values Y or N are allowed. IsProvisionAllowed Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 552 All Tables Smart_License_Server

Page 571

Keys and NULL Option Data Type Description Name NOT NULL DBINT 1 -Perpetual 2 - Flex LicenseType NULL DBCHAR Defines if the system is OutOfCompliance. Allowed: Y or N OutOfCompliance NULL DBDATETIME The Out-of-Compliance start date. OutOfComplianceStartTime NULL DBINT Number of times system went into Out Of Compliance. Default Value: 0 OutOfComplianceCount NULL VARCHAR(255) Intermediate HTTP/HTTPS proxy Host name or IP address ProxyHostnameOrIP NULL DBINT Intermediate HTTP/HTTPS proxy port address ProxyPort NULL VARCHAR(255) For internal use. SmartCode PK Clustered DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicenseServerID NULL VARCHAR(50) Serial number to identify the product. SerialNumber NULL DBINT Reservation State: 0 - Disabled 1 - Enabled Reservation Type NULL DBINT SLR Status 0 - NONE 1 - IN_PROGRESS 2 - UNIVERSAL 3 - SPECIFIC SlrStatus NULL VARCHAR(255) Smart Software Manager Satellite URL only in mediated deployment mode. TransportGatewayUrl NOT NULL DBINT 0 - Direct 1 - On-Prem CSSM 2 - Proxy TransportType NULL VARCHAR(255) Cisco Smart Software Manager transport URL in non-mediated deployment mode. TransportUrl Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 553 All Tables Smart_License_Server

Page 572

Keys and NULL Option Data Type Description Name NULL DBINT Transport mechanism to connect Smart Agent To CSSM • 1 - Smart Call Home • 2 - Smart Transport TransportMode NULL DBINT The two License Usage Modes are: • 0 - Production • 1 - Non-Production system UsageMode Special_Day_Schedule This table contains the list of special days such as holidays that have a different business hour schedule compared to the regular days. Each row records the business hour schedule of a special day. Related Tables • Business_Hours, on page 108 (through BusinessHoursID) • Business_Hours_Reason, on page 111 (through BusinessHourReasonID) Table 429: Indexes for Special_Day_Schedule Table index_keys index_description index_name SpecialDayScheduleID Primary key XPKSpecial_Day_Schedule BusinessHoursID Inversion key XIE1Special_Day_Schedule Table 430: Fields in Business_Hours Table Keys and NULL Option Data Type Description Name PK NOT NULL DBINT Schedule ID of the special day. SpecialDayScheduleID FK, IE NOT NULL DBINT Unique ID of the business schedule object. BusinessHoursID NULL DESCRIPTION Name or short description of the special day. Description Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 554 All Tables Special_Day_Schedule

Page 573

Keys and NULL Option Data Type Description Name NOT NULL DBTINYINT Indicates whether the business hour is open or closed. • 0 indicates that the business hour is closed. • 1indicates that the business hour is open. ScheduleStatus NOT NULL DBSMALLINT Specifies the date of the month for the special month. Valid values range from 1 to 31. SpecialDay NOT NULL DBSMALLINT Specifies the month of the special day. Valid values range from 1 to 12. MonthOfSpecialDay NOT NULL DBSMALLINT Specifies the year of the special day. YearOfSpecialDay NULL DBSMALLINT Specifies the hour the special day starts. The value is stored in the local time of the scheduled zone. Use this parameter in conjunction with the EndHour parameter. Note The value of this field is NULL if the Schedule Status is closed (0). StartHour NULL DBSMALLINT Specifies the minute the special day starts. Use this parameter in conjunction with the EndMinute parameter. Note The value of this field is NULL if the Schedule Status is closed (0). StartMinute NULL DBSMALLINT Specifies the second the special day starts. Use this parameter in conjunction with the EndSecond parameter. Note The value of this field is NULL if the Schedule Status is closed (0). Default value is zero. StartSecond NULL DBSMALLINT Specifies the hour the special day ends. Use this parameter in conjunction with the StartHour parameter. Note The value of this field is NULL if the Schedule Status is closed (0). EndHour Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 555 All Tables Special_Day_Schedule

Page 574

Keys and NULL Option Data Type Description Name NULL DBSMALLINT Specifies the minute the special day ends. Use this parameter in conjunction with the StartMinute parameter. Note The value of this field is NULL if the Schedule Status is closed (0). EndMinute NULL DBSMALLINT Specifies the second the special day ends. Use this parameter in conjunction with the StartSecond parameter. Note The value of this field is NULL if the Schedule Status is closed (0). Default value is zero. EndSecond FK NOT NULL DBINT Displays the foreign key from the Business Hours Reason table. BusinessHourReasonID NULL DBDATETIME Records the date and time when the record was added or updated. DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBINT Future Use FutureUseInt1 NULL DBINT Future Use FutureUseInt2 NULL VARCHAR(64) Future Use FutureUseVarChar1 NULL VARCHAR(64) Future Use FutureUseVarChar2 Survey_Question (For Future Use) This table defines the configuration for each survey question. Related Tables • Survey_Result (For Future Use), on page 558 (through SurveyQuestionID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 556 All Tables Survey_Question (For Future Use)

Page 575

Table 431: Indexes for Surey Table index_keys index_description index_name SurveyQuestionID Primary key XPKSurvey_Question Table 432: Fields in Survey Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Question Description Description NOT NULL DBINT The question sequence in survey application. Range is 1 to 10. QuestionSequence NULL varchar(512) Question content to be specified. Reserved field for future use. QuestionContent AK1 NOT NULL DBINT • 1 - CSAT • 2 - CES • 3 - NPS QuestionType NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL VARCHAR(64) Reserved for future use FutureUseVarchar1 NULL VARCHAR(64) Reserved for future use FutureUseVarchar2 FK,NOT NULL DBINT Survey Application ID. SurveyID NOT NULL DBINT Survey question ID. SurveyQuestionID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 557 All Tables Survey_Question (For Future Use)

Page 576

Survey_Result (For Future Use) Survey_Results is a historical report table, which stores the Survey Results. For every survey interaction, the table will have a result data. Related Tables • Survey_Question (For Future Use), on page 556 (through SurveyID) Table 433: Indexes for Surey Table index_keys index_description index_name DateTime, SurveyID Primary key XPKSurvey_Result Recovery Key Unique key XAK1 Survey_Result Table 434: Fields in Survey Table Keys and NULL Option Data Type Description Name NULL varchar(32) Automatic Number Identification. Identifies the calling party. ANI NULL DBINT A unique identifier for the agent team. AgentTeamID NULL DBINT The agent's SkillTargetID value. AgentSkillTargetID NOT NULL DBINT A unique identifier for this call type. CallTypeID NOT NULL DBDATETIME DateTime of event in Central Controller Time. DateTime NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column DbDateTime NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL varchar(32) Reserved for future use FutureUseVarchar1 NULL varchar(32) Reserved for future use FutureUseVarchar2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 558 All Tables Survey_Result (For Future Use)

Page 577

Keys and NULL Option Data Type Description Name FK, NULL DBINT An identifier for the Media Routing Domain in the Unified ICM system configuration. MRDomainID NULL DBINT ID and primary key. PrecisionQueueID FK,NULL DBINT Type of Survey Question. QuestionType1 FK,NULL DBINT Type of Survey Question. QuestionType2 FK,NULL DBINT Type of Survey Question. QuestionType3 FK,NULL DBINT Type of Survey Question. QuestionType4 FK,NULL DBINT Type of Survey Question. QuestionType5 FK,NULL DBINT Type of Survey Question. QuestionType6 FK,NULL DBINT Type of Survey Question. QuestionType7 FK,NULL DBINT Type of Survey Question. QuestionType8 FK,NULL DBINT Type of Survey Question. QuestionType9 FK,NULL DBINT Type of Survey Question. QuestionType10 NULL DBINT Result of Survey Question 1. Response1 NULL DBINT Result of Survey Question 2. Response2 NULL DBINT Result of Survey Question 3. Response3 NULL DBINT Result of Survey Question 4. Response4 NULL DBINT Result of Survey Question 5. Response5 NULL DBINT Result of Survey Question 6. Response6 NULL DBINT Result of Survey Question 7. Response7 NULL DBINT Result of Survey Question 8. Response8 NULL DBINT Result of Survey Question 9 Response9 NULL DBINT Result of Survey Question 10. Response10 NOT NULL DBINT A call key counter created and set by the system software. This value forms the unique portion of the 64-bit key for the call. This value is for the original call. RouterCallKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 559 All Tables Survey_Result (For Future Use)

Page 578

Keys and NULL Option Data Type Description Name NOT NULL DBINT A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. This value is for the original call. RouterCallerKeyDay NOT NULL DBINT A sequence number used for ordering rows for cradle-to-grave call tracking. This number defines the order in which the route requests were created. This is not the order in which the Route_Call_Detail records were created. This value is for the original call. RouterCallKeySequenceNumber NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the CCE software to track the record. RecoveryKey NOT NULL DBINT Survey Application ID. SurveyID NULL DBINT Skill Group ID to which the Call is queued. SkillGroupID PK, NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone System_Attribute This table is used to store properties related to the deployment like hardware layout type and default configuration values of the components. Table 435: Fields in System_Attribute Table Keys and NULL Option Data Type Description Name NOT NULL DBINT A unique identifier for this system attribute. SystemAttributeID NOT NULL varchar(128) An attribute name for this system attribute; the attribute name must be unique. AttributeName NOT NULL varchar(512) The value of the system attribute; used to store a name value pair, such as proxyurl, timeout, retries, or labmode, for example. AttributeValue Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 560 All Tables System_Attribute

Page 579

Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP A value that increments when the record changes in the central controller database. ChangeStamp NULL DBDATETIME The date and time that a record is added or updated. DateTimeStamp System_Capacity_Interval This table belongs to the Reporting category. It is used to update the maximum number of concurrent agents logged on for a particular interval. Table 436: Indexes for System_Capacity_Interval Table index_keys index_description index_name DataTime nonclustered located on PRIMARY XIE1System_Capacity_Interval CustomerDefinitionId Foreign key XFK1System_Capacity_Interval Table 437: Fields in System_Capacity_Interval Table Keys and NULL Option Data Type Description Name NULL DBINT Identifies the Customer Instance, foreign key to Customer Definition table. CustomerDefinitionId NOT NULL DBSMALLDATE The Central Controller date and time at the start of the interval when the row was generated. DateTime NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The date and time stamp in the logger database is the time at which router generated/cut the interval record. DbDateTime NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL DBINT Reserved for future use. FutureUseInt6 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 561 All Tables System_Capacity_Interval

Page 580

Keys and NULL Option Data Type Description Name NULL DBINT Reserved for future use. FutureUseInt7 NULL DBINT Reserved for future use. FutureUseInt8 NULL DBINT Reserved for future use. FutureUseInt9 NULL DBINT Reserved for future use. FutureUseInt10 NOT NULL DBINT A unique identifier for the instance. ICRInstanceID NULL DBINT The maximum number of agents logged on to all the peripherals in the ICM system-specific interval. MaxAgentsLoggedIn NULL DBINT Reserved for future use. MaxCPS NULL DBINT The cumulative maximum number of CVP callcontrol ports used or assigned during a specified interval in all the active CVPs. MaxCVPCallControlPorts NULL DBINT The cumulative maximum number of CVP VRU ports used or assigned during a specified interval in all the active CVPs. MaxVRUPorts NULL DBINT Reserved for future use. MaxCallsInProgress NULL DBINT Reserved for future use. MaxAgentQueuePairs NULL DBINT Maximum number of Agents who handled Outbound calls in Preview mode. MaxAgentsHandledPrevOB NULL DBINT Maximum number of Agents who handled Outbound calls in Preview and/or Progressive mode MaxAgentsHandled PredProgOB NULL DBINT Reserved for future use. MaxCallTypeSkillGroupPairs NULL DBINT Reserved for future use. MaxCongestionLevel NULL DBINT The maximum number of Voice only Agents logged in. MaxVoiceAgentsLoggedIn NULL DBINT The maximum number of non-voice Agents logged in (Email and/or Chat), and/or voice Agents logged in. MaxNonVoiceAgents LoggedIn NULL DBINT The maximum number of Premium agent logged into system. This is for perpetual license. MaxPerpetualPremiumAgentsLoggedIn NULL DBINT The maximum number of Standard agent logged into system. MaxFlexStdAgentsLoggedIn Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 562 All Tables System_Capacity_Interval

Page 581

Keys and NULL Option Data Type Description Name NULL DBINT The maximum number of Premium agent logged into system. MaxFlexPremiumAgentsLoggedIn NULL DBINT The maximum number of ICM agents logged in to all the peripherals in the ICM system-specific interval. MaxICMAgents NULL DBINT The cumulative maximum number of dialer ports used during the interval on all the active dialers. MaxDialerPorts NULL DBINT This is to keep maximum local agents logged-in in an interval. All agents count shall be ignored which are associated with ACMI PG. MaxLocalAgentsLoggedIn NULL DBINT Maximum CVA ports used for this interval. MaxCvaPorts NULL DBINT The router uses this value to calculate the system capacity data for that interval. The valid values are 15 or 30 (default). ReportingInterval NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone System_Capacity_Real_Time System_Capacity_Real_Time provides configured and adjusted real-time capacity setting associated with the system. Table 438: Indexes for System_Capacity_Real_Time Table index_keys index_description index_name ICRInstanceID clustered, unique, primary key located on PRIMARY XPK_System_Capacity_Real_Time Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 563 All Tables System_Capacity_Real_Time

Page 582

Table 439: Fields in System_Capacity_Real_Time Table Keys and NULL Option Data Type Description Name NOT NULL DBINT Adjusted CPS capacity during run time based on System Realtime conditions. This is reported as scaled up value by 1000. AdjustedCapacity NOT NULL DBFLT4 Use to set the rejection treatment mode. For the following deployment types, this field does not include the Agent Greeting calls: • Packaged CCE: 2000 Agents • Packaged CCE: Lab Mode AverageCPS NOTLevel1Onset NULL DBINT Average skills per agent value reported as scaled up by 1000. AverageSkillsPerAgent NULL DBINT Identifies the Customer Instance. Set to 1 for all Unified and Packaged CCE deployments. CustomerDefinitionId NOT NULL DBINT Configured CPS capacity. ConfiguredCapacity NOT NULL DBINT Current congestion level. CurrentCongestionLevel NOT NULL DBDATETIME Central Controller date and time that this data was last updated. DateTime NOT NULL DBDATETIME Congestion start time. DateTimeCongested NOT NULL DBDATETIME Current congestion level start time. DateTimeCurrentLevel NOT NULL DBINT Level 1 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. Level1Abate NOT NULL DBINT Level 2 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. Level2Abate NOT NULL DBINT Level 3 abatement CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. Level3Abate NOT NULL DBINT Level 1 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. Level1Onset NOT NULL DBINT Level 2 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. Level2Onset NOT NULL DBINT Level 3 onset CPS is computed based on the adjusted CPS capacity. The value is scaled up by 1000. Level3Onset NOT NULL DBINT Level 1 call rate reduction. Level1Reduction NOT NULL DBINT Level 2 call rate reduction. Level2Reduction Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 564 All Tables System_Capacity_Real_Time

Page 583

Keys and NULL Option Data Type Description Name NOT NULL DBINT Level 3 call rate reduction. Level3Reduction NOT NULL DBINT Current call reduction percentage. RejectionPercentage NOT NULL DBINT Display the current total number of agents logged in across all peripherals, including voice and digital channel MRDs. Even if an agent is logged into multiple MRDs, the system counts that agent only once. TotalAgentsLoggedOn NULL DBINT Not in use MaxICMAgents NULL DBINT Reserved for future use. MaxDialerPortsNow NULL DBINT Display the current number of agents logged in exclusively through voice MRD across all peripherals. This is a calculated value which is derived from the difference of TotalAgentsLoggedOn and MaxNonVoiceAgentsLoggedIn. Note This is not a maximum value. It represents the current total of voice-only agent logins. MaxVoiceAgentsLoggedIn NULL DBINT Display the current number of agents across peripherals who are logged in to at least one non-voice or digital channel MRD. It is incremented by the Router when the agent logs into a non-voice MRD for the first time and is decremented when they log out from the last non-voice MRD. Note This value is not a maximum value. It reflects the current count of non-voice agents logged-in. MaxNonVoiceAgentsLoggedIn NULL DBINT Reserved for future use. MaxAgentsHandledPreviewOutbound NULL DBINT Reserved for future use. MaxAgentsHandledPredProgOutbound NULL DBINT Not in use. MaxPerpetualPremiumAgentsLoggedInNow NULL DBINT Display the current number of agents across peripherals consuming a standard agent license. This is a calculated value which is derived as a difference of TotalAgentsLoggedOn and MaxPremiumAgentsLoggedInNow. Note This is not a maximum value. It represents the current count of agents using standard licenses. MaxStdAgentsLoggedInNow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 565 All Tables System_Capacity_Real_Time

Page 584

Keys and NULL Option Data Type Description Name NULL DBINT Display the current number of agents across peripherals consuming a premium agent license. Eligible agents include: • All supervisors who are currently logged in. • Any voice agent who has handled an outbound call placed to a customer by the Dialer using either the predictive or progressive dialing strategy. • Any agent logged into a non-voice/digital-channel MRD mapped to a channel supported by Enterprise Chat and Email (ECE) or Webex Connect or Engage. Note • Agents logged into third-party digital-channel engines other than ECE or Webex Connect are counted as standard agents. • In Webex CCE, Email and Chat channels powered by Webex Connect are treated as standard-consumption, whereas social channels (WhatsApp, Facebook, SMS, etc.) consume a premium license. MaxPremiumAgentsLoggedInNow NULL DBINT Reserved for future use. MaxCVPCallControlPorts NULL DBINT Reserved for future use. MaxVRUPorts NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 Termination_Call_Detail This table is one of the tables in the Route category (see Route, on page 625). For more information about the database rules of these tables, see Route Tables, on page 700. It gets populated on the central database. When the Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on the HDS database also. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 566 All Tables Termination_Call_Detail

Page 585

It contains information about handling each call at a peripheral. Therefore, the system generates a Termination_Call_Detail record for each call that arrives at a peripheral. Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract data from the HDS into your custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (the date and time of the record when written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs. Related Tables • Agent, on page 17 (the AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps to Agent.SkillTargetID) • Call_Type, on page 112 (through CallTypeID) • Media_Routing_Domain, on page 305 (through MRDomainID) • Network_Target, on page 310 (through NetworkTargetID) • Peripheral, on page 326 (through PeripheralID) • Precision_Queue, on page 346 (through PrecisionQueueID) • Route, on page 379 (through RouteID) • Route_Call_Detail, on page 380 (through Day + RouterCallKey) • Service, on page 452 (ServiceSkillTargetID maps to Service.SkillTargetID) • Skill_Group, on page 493 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID) • Termination_Call_Variable, on page 585 (RecoveryKey maps to Termination_Call_Variable.TCDRecoveryKey) Table 440: Indexes for Termination_Call_Detail Table index_keys index_description index_name RecoveryKey Primary key Note This primary key is nonclustered. XPKTermination_Call_Detail DateTime, PeripheralID, ICRCallKey Unique key Note This unique key is clustered. XAK2Termination_Call_Detail DateTime Inversion key XIE1Termination_Call_Detail DbDateTime Inversion key XIE2Termination_Call_Detail RouterCallKeyDay, RouterCallKey Inversion key XIE3Termination_Call_Detail CallGUID Inversion key XIE4Termination_Call_Detail Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 567 All Tables Termination_Call_Detail

Page 586

Table 441: Fields in Termination_Call_Detail Table Keys and NULL Option Data Type Description Name NULL DBCHAR Indicates if the Agent Answers service is used in the call leg. AgentAnswersEnabled NULL DBINT A unique identifier for the agent team. AgentTeamID NULL VARCHAR(32) The peripheral number of the agent who handled the call. Note This field can be NULL when the source or destination party is unmonitored or the agent is not logged in. AgentPeripheralNumber NULL VARCHAR(64) (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) Unique identifier for Agent login session of the agent who handled the call. If there are no agents involved in the call, this field is NULL. AgentSessionId NULL DBINT Identifies which agent handled a call. This value (for example, 5001), is unique among all skill targets in the enterprise. It is taken from the Agent table in the Unified ICM central database. AgentSkillTargetIDs are generated automatically when the agent is first configured in the Agent Configuration window of Unified ICM Configuration Manager. The AgentSkillTargetID is used only if agents are configured. If agents are not configured, the value for AgentSkillTargetID is NULL. You can use the AgentPeripheralNumber to determine the peripheral number of the agent that handled the call. AgentSkillTargetID NULL VARCHAR(32) The ANI value for the call. ANI NULL DBDATETIME (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp when the Agent answers the call. If an Agent does not answer a call, then this field is NULL. AnsweredDateTimeUTC Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 568 All Tables Termination_Call_Detail

Page 587

Keys and NULL Option Data Type Description Name NULL DBCHAR Indicates whether the agent answered the call within the service level defined for the service: • Y = yes • N= no This field is always "no" when using Precision Queues AnsweredWithinServiceLevel NULL VARCHAR(100) Additional data passed in the End Task message for this task. ApplicationData NULL DBINT A field passed in the End Task message for this task. This is application-specific code that indicates why the task ended. For example, Email and Web Manager use the ApplicationTaskDisposition field to indicate that the task ended because an agent closed an email without responding to it. ApplicationTaskDisposition NULL VARCHAR(255) XML formatted string containing agent attributes from 1 through 10 and corresponding values are as follows: <AGAttr> <A1></A1> <V1></V1> <A2></A2> <V2></V2> <A3></A3> <V3></V3> <A4></A4> <V4></V4> <A5></A5> <V5></V5> <A6></A6> <V6></V6> <A7></A7> <V7></V7> <A8></A8> <V8></V8> <A9></A9> <V9></V9> <A10></A10> <V10></V10> </AGAttr> It is possible that the XML document may overflow the VARCHAR 255 definition. When this occurs, the attribute list will be truncated. Therefore, it is important to note that some attributes may be truncated. Attributes Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 569 All Tables Termination_Call_Detail

Page 588

Keys and NULL Option Data Type Description Name NULL DBCHAR Indicates whether the call was marked as bad by the agent. Stored as a character: • Y = the call was marked "bad" • N = the call was not marked "bad" BadCallTag is set by desktop applications that implement the bad call request protocol. Finesse does not support this currently. BadCallTag is also set when the CallDisposition is 26. Refer to the Termination Call Detail: Call Disposition and CallDispositionFlag Fields, on page 681 chapter for more details on this CallDispositon. BadCallTag NULL DBSMALLINT Reserved for future use. BillRate NOT NULL DBSMALLINT The final disposition of a call (or how the call terminated). To see the list of values, see Termination Call Detail: Call Disposition and CallDispositionFlag Fields, on page 681. As long as the call leg has conference time that is accrued, and the peripheral call type is not Conference (15), Call Disposition will be conferenced. CallDisposition NULL DBINT A series of flags providing detail on the call disposition. To see the list of values, see Termination Call Detail: Call Disposition and CallDispositionFlag Fields, on page 681. CallDispositionFlag NULL DBINT Time, in seconds, that the system took to segment a private network call. For example, if the system software handed off the caller to a menu of choices, CallSegmentTime reflects how long the caller spent in the menu. CallSegmentTime NULL DBINT In Unified ICM and Unified CCE, indicates which call type, and therefore which routing script, was used to route this call. Note This field contains a value only if the call was translation-routed or sent to a Unified CCE agent. CallTypeID IE-3 NULL DBDATETIME This value indicates the interval date time that the Router used TCD record to calculate Call Type related historical data. CallTypeReportingDateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 570 All Tables Termination_Call_Detail

Page 589

Keys and NULL Option Data Type Description Name IE-4 NULL VARCHAR(32) This value uniquely identifies the instance of a call in a Unified CM cluster. CallReferenceID NULL VARCHAR(32) Globally unique call identifier. Note CallGuid is unique and maintained the same across multiple legs of the call. CallGUID NULL DBDATETIME The UTC timestamp at which the call was terminated. CallTerminatedDateTimeUTC NULL VARCHAR(30) The Caller Entered Digits (CED) associated with the call. This is filled for Outbound Option Reservation or Personal Callback Calls. The values are: • ICM_BA_Reservation_Call - Reservation call • Callback - Personal Callback customer call This field is applicable for Unified ICM and Unified CCE. CED NULL DBINT The cumulative number of seconds that the call was in conference with more than two parties. ConferenceTime is recorded for both ACD and non-ACD calls. The value includes any HoldTime associated with the call. It is updated when the agent drops off the call or the call becomes a simple two-party call. Depending on who initiated the call, ConferenceTime from Termination_Call_Detail is used in the following Skill Group and Agent Skill Group tables: • ConferencedOutCallsTimeToHalf • ConferencedInCallsTimeToHalf ConferenceTime NULL DBDATETIME (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp when the conference is first completed. ConferenceStartDateTimeUTC Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 571 All Tables Termination_Call_Detail

Page 590

Keys and NULL Option Data Type Description Name NULL DBDATETIME (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp when the conference ended, and only 2 parties remain in the conference call. ConferenceEndDateTimeUTC NULL DBDATETIME (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp at which the agent initiated a consult call. ConsultStartDateTimeUTC NULL DBDATETIME (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp at which the agent ended the consult call and connected back to the caller. ConsultEndDateTimeUTC AK-2, IE-1 NOT NULL DBDATETIME The date/time that the Termination_Call_Detail table record is generated by the Peripheral Gateway (PG). The Termination_Call_Detail table record is generated by the PG when the call has either physically left the PG (for example, IVR routes the call to an agent) or when wrap-up is completed for the call after the call has left the agent device (either by disconnect, or through transfer completion). DateTime IE-2 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 572 All Tables Termination_Call_Detail

Page 591

Keys and NULL Option Data Type Description Name NULL DBINT The time in seconds that the call is active on the switch but not queued to a skill group or trunk resource. For example, if a call arrives at an ACD and an announcement is played before the call is queued, from the time the call arrives at the ACD to the time the call gets queued is the DelayTime. DelayTime includes all time the call spent on announcements. For ACDs that can de-queue calls, a call can go back into the delay state and DelayTime can begin accumulating again. DelayTime is used to calculate Duration in the Termination_Call_Detail record. It is also used to calculate the following fields in the Service and Route Half Hour tables: • DelayQAbandTimeToHalf • LongestCallAbandTimeToHalf • AnswerWaitTimeToHalf The definition above applies to TCDs (Termination Call Detail) on agent peripherals, where skill groups and agents are configured. For the Media Routing peripherals, queue time will be incorporated into the DelayTime and will not be separately monitored for TCDs associated with media routing peripherals. For the CVP-related peripherals, where both the switch leg and VRU leg are present as described in the Peripheral Call Type, the switch leg’s Delay Time will include queue time. For the VRU leg, if queue reporting is enabled, the DelayTime will not include queue time. DelayTime NULL VARCHAR(40) The digits dialed for an outbound call initiated on the ACD. These digits are not provided by all ACDs. Currently, only IVRsprovide values in the DigitsDialed field. In addition, if a call is translation routed, the receiving PG also reports this field even though the call is inbound. This field is set for Unified CCE. DigitsDialed NULL VNAME32 The DNIS value, provided by the ACD, that arrives with the call. DNIS Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 573 All Tables Termination_Call_Detail

Page 592

Keys and NULL Option Data Type Description Name NULL DBINT Duration of the call in seconds. This is the time that the switch is processing the call. The Duration field comprises several fields of the Termination_Call_Detail table: LocalQTime + RingTime + TalkTime + WorkTime + HoldTime + DelayTime + NetQTime + NetworkTime Duration NULL DBINT A unique identifier for this ECC payload ECCPayloadID NULL DBINT This field indicates the amount of time the call was in the queue, on the parent Unified CCE system in CVP, or another network queuing platform. Note If you are using an 8.x child system that has the EnterpriseQueueTime field in the Termination_Call_Detail Table, the parent system must also be an 8.x system, so that the field gets populated. If the child system is a 7.x system, and if the parent system is 8.x, then there would be NO EnterpriseQueueTime field in the Termination_Call_Detail Table, and the field is not populated. Note The EnterpriseQueueTime does not factor into the AnswerWaitTime or Service Level computations on the child system. EnterpriseQueueTime NULL DBINT Reserved for future use FutureUseInt1 NULL DBINT Reserved for future use FutureUseInt2 NULL DBINT Reserved for future use FutureUseInt3 NULL DBINT Reserved for future use FutureUseInt4 NULL DBINT Reserved for future use FutureUseInt5 NULL VARCHAR(64) Reserved for future use FutureUseVarchar1 NULL VARCHAR(64) Reserved for future use FutureUseVarchar2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 574 All Tables Termination_Call_Detail

Page 593

Keys and NULL Option Data Type Description Name NULL DBINT The cumulative time, in seconds, that the call was put on hold by at least one agent device. A call may be put on hold by more than one agent device during its duration. The call might be finished by being abandoned, transferred, handled to completion, and so on. Note This field is used in CallHandleTimeHalf field of the Call_Type_Half_Hour table only when there is a valid CallTypeID in the Termination_Call_Detail table. Note This field indicates agent reservation time for Call Result 29. HoldTime AK-2 NOT NULL DBINT A unique number generated at the PG for every call. Values are reused after approximately 2 billion calls. ICRCallKey NULL DBINT Link to the ICRCallKey field of a child call (used for transfers and multiple-way conference calls). ICRCallKeyChild NULL DBINT Link to the ICRCallKey field of a parent call (used for transfers and conference calls). ICRCallKeyParent Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 575 All Tables Termination_Call_Detail

Page 594

Keys and NULL Option Data Type Description Name NULL DBINT Instrument number or extension number of the device that handled the call at the peripheral. This field often contains the extension of the agent who handled or placed the call. For CCE, when multi-line is enabled, the field usually contains the non-ACD extension, if used. This field, however, is not reliable. There are several scenarios in which the field is not filled in correctly, including but not limited to the following: • If there are two agents on the call, in which case the field can reflect only the extension of one of the agents. • If the agent extension is greater than 4294967295. • If there are leading zeros in the extension. • If there was a blind transfer to an unmonitored device. This field is also populated for outbound calls. InstrumentPortNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 576 All Tables Termination_Call_Detail

Page 595

Keys and NULL Option Data Type Description Name NULL DBINT ICM 5.x: Measures the cumulative time, in seconds, that the call spent queued at the local ACD and the time the call spent queued in the network VRU. ICM 6.x and 7.x: Measures only the cumulative time, in seconds, that the call spent queued at the local ACD. NetQTime (see below) measures the time that the call spends queued in the network VRU. Both: During its duration, a call can be queued to multiple answering resources (for example, a trunk, voice port, skill group, etc.). LocalQTime includes time that the call spent queued to any of these resources. LocalQTime does not include any DelayTime (before the call is queued), or RingTime (after the call leaves the queue). LocalQTime is a completed call time, not an agent state time. LocalQTime is used to calculate Duration in Termination_Call_Detail, and to calculate the following Service and Route values: • LongestCallDelayQTime • LongestCallAbandTime • DelayQAbandTime • DelayQTime • AnswerWaitTime LocalQTime is also used to calculate the AnswerWaitTime in the Skill Group and Agent Skill Group tables. LocalQTime NULL VARCHAR(128) Globally unique location identifier. LocationParamPKID NULL VARCHAR(50) Location name. LocationParamName FK NULL DBINT An identifier for the Media Routing Domain in the Unified ICM system configuration. MRDomainID NULL DBINT Represents the time that the call spent on Network Queue in the CallRouter. The LocalQTime field is used for local ACD queuing. NetQTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 577 All Tables Termination_Call_Detail

Page 596

Keys and NULL Option Data Type Description Name FK NULL DBINT The identifier of the peripheral target to which the call was delivered. NetworkTargetID NULL DBINT The number of seconds between the PG receiving a "pre-call message from the CallRouter for the task and an Offer Task (or Start Task, if an Offer Task is not sent) message for the task. NetworkTime NULL DBINT Represents the time that the call is queued for the skill group identified by the RoutedSkillGroupSkillTargetID field in the network VRU. It is the time when the call is queued to the specific skill group until the call is routed by the router. The router resets the time when the call is requeried. NetworkSkillGroupQTime NULL DBCHAR Call has been re-classified via transfer, overflow, or new transaction. Indicates that there is at least one more row in Termination Call Detail for this call. NewTransaction NULL char(1) Indicates which Unified CCE component initiates the call. 'D' - originated from Dialer. Originated NULL DBINT An identifier assigned to the call by the peripheral (ACD, IVR). The range and type of value used in this field vary depending on the type of peripheral. For example: • ACD 1 views an original call, a transfer, and a consultative call as three separate calls (Call IDs 1001, 1002, 1003 respectively) • ACD 2 views all three calls as a continuation of the same call (Call IDs 1001, 1001, 1001 respectively). • ACD 3 views the original and transfer as the same call, but the consultative call as a second call (Call IDs 1001,1002, 1001 respectively). • ACD 4 views the original call as one call and the original and transfer as another call (Call IDs 1001, 1002, 1002 respectively). In addition, the identifier used may not be unique depending on the peripheral's implementation. PeripheralCallKey Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 578 All Tables Termination_Call_Detail

Page 597

Keys and NULL Option Data Type Description Name NULL DBSMALLINT Type of call reported by the peripheral. To see valid settings for this field, see Termination Call Detail: Peripheral Call Type, on page 690. PeripheralCallType FK, AK-2 NOT NULL DBSMALLINT Identifies which peripheral handled the call. This value (for example, 5002), is unique among all peripherals in the enterprise. It is taken from the Peripheral table in the Unified ICM central database. Peripheral IDs are generated automatically when a peripheral is configured in the Peripheral Configuration window of Unified ICM Configuration Manager. PeripheralID NULL DBINT Foreign key to the Precision_Queue table PrecisionQueueID NULL DBINT Integer that defines the order of rows for a Precision Queue Step. PrecisionQueueStepOrder NULL DBSMALLINT Used by the DEFINITY ECS to indicate the priority of the call. Priority NULL DBINT Internal reference ID used to identify the component class (PBX/VRU/ACD) The possible values are: • NULL for all TCDs prior 8.x. • 0 = LEGACY_TDM • 1 = JTAPI • 2 = GED125_CVP • 3 = GED125_IPIVR • 4 = GED125_OTHER • 5 = GED188_ACMI_CCX • 6 = GED188_ACMI_CCE • 7 = GED188_ACMI_EXPERT_ADVISOR • 8 = GED188_ACMI_ERS • 9 = ARI • 10 = MEDIA_ROUTING • 11 = Other ProtocolID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 579 All Tables Termination_Call_Detail

Page 598

Keys and NULL Option Data Type Description Name NULL VARCHAR(32) The Trunk Group ID on which the call arrived on the IOS Gateway. PstnTrunkGroupID NULL DBINT The Trunk Group Channel Number on which the call arrived on the IOS Gateway. PstnTrunkGroupChannelNumber NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. Note Unlike the default, this primary key is nonclustered. RecoveryKey NULL DBINT The number of seconds that the call spent ringing at the agent's teleset before it was answered. Ring time occurs after any DelayTime and LocalQTime. For diverted calls (that is, calls that rang at an agent's teleset before being redirected on failure to answer), RingTime is the sum of the time that the call spent ringing at each teleset. RingTime is added to Skill Group Half Hour and Agent Skill Group half-hour tables when the call completes. RingTime is also used to compute the following Route and Service half-hour values: • DelayQAbandTimeToHalf • LongestCallDelayQTimeToHalf • LongestCallAbandTimeToHalf RingTime FK NULL DBINT Identifies the route where the call was sent. The value (for example, 6), is unique among all routes in the enterprise. It is taken from the Route table in the Unified ICM central database. Route IDs are generated automatically when a route is configured in the Route Configuration window of Unified ICM Configuration Manager. RouteID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 580 All Tables Termination_Call_Detail

Page 599

Keys and NULL Option Data Type Description Name NULL DBINT This value is created by the system software and forms the unique portion of the 64-bit key for the call. Unified CCE resets this counter at midnight. Note This field contains a value only if the call was translation-routed or sent to an Unified CCE agent. RouterCallKey NULL DBINT The day that the call was taken and the Termination_Call_Detail record was created. This field contains a value only for calls that were translation-routed or post-routed to or from an ACD. Together with RouterCallKey, the Day value forms a unique 64-bit key for the call. The PG might not have this information for all calls, but if it does, it allows you to track all states of a call between the Route_Call_Detail and the Termination_Call_Detail tables by using the cradle-to-grave call tracking facility. (For calls that span a day, the day may not correspond to the day specified in the DateTime field.) Note This field contains a value only if the call was translation-routed, post-routed to/from an ACD, or sent to a Unified CCE Enterprise agent. RouterCallKeyDay NULL DBINT A sequence number used for ordering rows for cradle-to-grave call tracking. This number is a best effort to describe the order in which call legs were created and bears no relation to the order in which calls ended. This is not the order in which the Termination_Call_Detail records were created. (This field also exists in the Route_Call_Detail table, where it defines the order in which the route requests were created.) There are a few scenarios where the RouterCallKeySequenceNumber may not be unique for a given RouterCallKey (specifically when translation routing to a Service Controlled IVR). For example, a call plays a prompt based on the script. This call is directly routed to a release node and produces a duplicate RouterCallKeySequenceNumber. RouterCallKeySequenceNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 581 All Tables Termination_Call_Detail

Page 600

Keys and NULL Option Data Type Description Name NULL DBINT The RoutedSkillGroupSkillTargetID is the SkillGroupSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null. RoutedSkillGroupSkillTargetID NULL DBINT The RoutedServiceSkillTargetID is the ServiceSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null. RoutedServiceSkillTargetID NULL DBINT The RoutedAgentSkillTargetID is the AgentSkillTargetID selected by the router through the routing script. If the call is not routed by the router, this field is set to null. RoutedAgentSkillTargetID FK NULL DBINT Identifies which service handled the call. This value (for example, 5004) is unique among all skill targets in the enterprise. It is taken from the Service table in the Unified ICM central database. ServiceSkillTargetIDs are generated automatically when a service is configured in the Service Configuration window of Unified ICM Configuration Manager. If the call is handled by a non-configured service, this field is set to null. In addition, if the call is not associated with a service, the field is set to null (for example, in the case of non-ACD calls). ServiceSkillTargetID FK NULL DBINT Identifies which skill group handled the call. This value (for example, 5010) is unique among all skill targets in the enterprise. It is taken from the Skill_Group table in the Unified ICM central database. SkillGroupSkillTargetIDs are generated automatically when a skill group is configured in the Skill Group Configuration window of Unified ICM Configuration Manager. If the call is handled by a non-configured skill group, this field is set to null. SkillGroupSkillTargetID NULL VARCHAR(32) Peripheral number of agent that initiated the call. Note The field can be NULL when the source or destination party is unmonitored or if the agent is not logged in. SourceAgentPeripheralNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 582 All Tables Termination_Call_Detail

Page 601

Keys and NULL Option Data Type Description Name NULL DBINT The identifier for the agent that initiated the call. This value is set only if the agent associated with SourceAgentPeripheralNumber is configured in the system software. SourceAgentSkillTargetID NULL DBDATETIME The date/time in UTC that the call was first seen at the Peripheral Gateway (PG), e.g. ingress call arrival, agent initiated call, new call resulting from a call transfer. StartDateTimeUTC NULL DBINT The cumulative time, in seconds, that the call was in a talking state on the destination device. TalkTime is a completed call time, not an agent state time. TalkTime is used in the calculation of Duration in the Termination_Call_Detail record. It is also used to calculate TalkTime in the Services and Route tables. Note In the Termination_Call_Detail, Skill_Group, and Agent_Skill_Group tables, TalkTime does not include HoldTime; however, in the Services and Route tables, TalkTime does include HoldTime. TalkTime NULL DBINT The elapsed time in seconds before the call was abandoned. This can include DelayTime, LocalQTime, and RingTime, depending on when the call was abandoned. This value is set only when the call is not answered by an agent or trunk resource. TimeToAband NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone NULL DBDATETIME The UTC timestamp at which the agent completes the transfer. TransferredDateTimeUTC NULL DBINT The number (as known to the peripheral) of the trunk on which the call arrived. Trunk FK NULL DBINT The identifier of the trunk group on which the call arrived at the peripheral. TrunkGroupID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 583 All Tables Termination_Call_Detail

Page 602

Keys and NULL Option Data Type Description Name NULL VARCHAR(131) ISDN User to User information for a private network call. For tasks related to the Webex Connect integration with CCE, this field displays the client task ID. UserToUser NULL VARCHAR(40) First of five variables used for call segmentation. Can also contain data entered during call wrap-up. (Maps to Aspect variable A.) Variable1 NULL VARCHAR(40) Call segmentation variable (maps to Aspect variable B). Variable2 NULL VARCHAR(40) Call segmentation variable (maps to Aspect variable C). Variable3 NULL VARCHAR(40) Call segmentation variable (maps to Aspect variable D). Variable4 NULL VARCHAR(40) Call segmentation variable (maps to Aspect variable E). Variable5 NULL VARCHAR(40) Call segmentation variable. Variable6 NULL VARCHAR(40) Call segmentation variable. Variable7 NULL VARCHAR(40) Call segmentation variable. Variable8 NULL VARCHAR(40) Call segmentation variable. Variable9 NULL VARCHAR(40) Call segmentation variable. Variable10 NULL DBINT The cumulative number of seconds of after-call work time associated with the call. After-call work includes post-call activities such as completing paperwork or consulting with associates. Work time is a call time, not an agent state time. WorkTime is used to calculate Duration in the Termination_Call_Detail table and HandleTime in the Unified ICM Service, Route, and Call_Type tables. Note When the established call ends, the wrap-up option appears on the agent’s desktop based on the desktop configuration. You can also find the wrap-up option once the established call ends due to an error. Consequently, the work time is recorded in the Termination_Call_Detail table. WorkTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 584 All Tables Termination_Call_Detail

Page 603

Keys and NULL Option Data Type Description Name NULL VARCHAR(40) Data entered by the agent during call wrap- up. WorkTime is used to calculate Duration in the Termination_Call_Detail table and HandleTime in the Unified ICM Service, Route, and Call_Type tables. WrapupData NULL DBDATETIME (THIS FIELD IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.) The UTC timestamp at which the agent cleared the call and moved to after call work. WrapUpStartDateTimeUTC Termination_Call_Variable This table is one of the tables in the Route category (see Route, on page 625). For more information about database rules of these tables, see Route Tables, on page 700. It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration and Data Server, this table gets populated on HDS database also. Each row in this table records the value of an expanded call variable for a call that is handled at a peripheral. If the expanded call variable is an array, one Termination_Call_Variable row is generated for each element of the array. Therefore, the system software generates a Termination_Call_Variable record for every expanded call variable of a call that is handled at a peripheral. Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can degrade performance. To optimize performance, extract the data from the HDS into your own custom database. The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise components do not use it. Use only DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction. You can index the table on the custom database according to the custom reporting needs. Related Tables Expanded_Call_Variable, on page 259 (via ExpandedCallVariableID) Termination_Call_Detail, on page 566(TCDRecoveryKey maps to Termination_Call_Detail.RecoveryKey) Table 442: Indexes for Termination_Call_Variable Table index_keys index_description index_name TCDRecoveryKey, ExpandedCallVariableID, ArrayIndex Clustered, unique, unique key located on PRIMARY XAK1Termination_Call_Variable DateTime Nonclustered located on PRIMARY XIE1Termination_Call_Variable DbDateTime Nonclustered located on PRIMARY XIE2Termination_Call_Variable Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 585 All Tables Termination_Call_Variable

Page 604

index_keys index_description index_name RecoveryKey Nonclustered, unique, primary key located on PRIMARY XPKTermination_Call_Variable Table 443: Fields in Termination_Call_Variable Table Keys and NULL Option Data Type Description Name AK-2 NOT NULL DBINT If the expanded call variable is an array, this identifies the array element: 0 to N-1, where N is the size of the array. ArrayIndex IE-1 NOT NULL DBSMALLDATE The date and time when the call was routed. DateTime IE-2 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL VARCHAR(255) The value of the call variable or array element. ECCValue AK-2, FK NOT NULL DBSMALLINT Identifies the expanded call variable. ExpandedCallVariableID AK-1 NOT NULL DBFLT8 Unique identity that is assigned to each record and used internally by the Unified ICM and Unified CCE software to track the record. RecoveryKey AK-2 NOT NULL DBFLT8 The date and time when the call was routed. TCDRecoveryKey Time_Zone_Location The table contains the list of timezones that can be selected in a system. The list is based on the Microsoft Windows timezone definitions stored in the following location: \HKLM\Microsoft\Microsoft Windows NT\Current Version\TimeZone These definitions also include daylight savings and its offset from UTC. Related Tables • Business_Hours, on page 108 (through TimeZoneLocationID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 586 All Tables Time_Zone_Location

Page 605

Table 444: Indexes for Time_Zone_Location Table index_keys index_description index_name TimeZoneLocationID Primary key XPKTimeZone_Location TimeZoneLocationName Inversion key XIE1TimeZone_Location Table 445: Fields in Time_Zone_Location Table Keys and NULL Option Data Type Description Field PK NOT NULL DBINT Unique ID for timezone location. TimeZoneLocationID IE NOT NULL VARCHAR(32) The location name of the specific time zone. TimeZoneLocationName NOT NULL VARCHAR(128) Defines the name of the time zone. TimeZoneDisplayName NULL DBDATETIME Records the date and time when the record was added or updated. DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp Translation_Route This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Each row defines a special route that is used for sending additional information with the call. When the peripheral receives a call targeted at a translation route, it requests the true route from the CallRouter process. Use the Translation Route Explorer to add, update, and delete Translation_Route records. Related Tables Logical_Interface_Controller, on page 288 (via LogicalControllerID) Skill_Target, on page 543 (via SkillTargetID) Translation_Route_Half_Hour, on page 588 (TranslationRouteSkillTargetID maps to Translation_Route.SkillTargetID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 587 All Tables Translation_Route

Page 606

Table 446: Indexes for Translation_Route Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Translation_Route LogicalControllerID nonclustered located on PRIMARY XIE1Translation_Route SkillTargetID clustered, unique, primary key located on PRIMARY XPKTranslation_Route Table 447: Fields in Translation_Route Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the translation route. Description AK-1 NOT NULL VNAME32 An enterprise name for the translation route. This name must be unique among all translation routes in the enterprise. EnterpriseName FK, IE-1 NOT NULL DBSMALLINT The Logical Interface Controller associated with the translation route. LogicalControllerID PK, FK NOT NULL DBINT An identifier that is unique among all skill targets in the enterprise. SkillTargetID NOT NULL DBINT The type of translation route: • 1 = DNIS • 2 = CDPD Type Translation_Route_Half_Hour This table is in the Skill Target category (see Skill Target, on page 635). To see database rules for these tables, see Skill Target Tables, on page 702. Provides statistics for each translation route. These statistics are updated every 30 minutes. Related Tables Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 588 All Tables Translation_Route_Half_Hour

Page 607

Routing_Client, on page 416 (via RoutingClientID) Translation_Route, on page 587 (via TranslationRouteSkillTargetID) Table 448: Indexes for Translation_Route_Half_Hour Table index_keys index_description index_name RecoveryKey nonclustered, unique, unique key located on PRIMARY XAK1Translation_Route_Half_Hour DbDateTime nonclustered located on PRIMARY XIE1Translation_Route_Half_Hour DateTime, RoutingClientID, TranslationRouteSkillTargetID, TimeZone clustered, unique, primary key located on PRIMARY XPKTranslation_Route_Half_Hour Table 449: Fields in Translation_Route_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT Average number of routes in use in the last half hour. AvgRoutesInUseToHalf NULL DBINT Average time (in seconds) to successfully complete a translation route for a routing client. AvgRouteTimeToHalf NULL DBINT The number of times the router finds configuration error during a translation route for a routing client. ConfigErrorsToHalf PK NOT NULL DBSMALLDATE The central controller date and time at the start of the interval. DateTime IE1-Indexed NULL DBDATETIME The current date and time stamp when the records are written to the database. DbDateTime NULL DBINT Maximum number of routes used in a translation routing for a routing client in the half hour interval. MaxRoutesInUseToHalf NULL DBINT Maximum time (in seconds) to successfully complete a translation route for a routing client. MaxRouteTimeToHalf NULL DBINT The number of times PG times out the translation route for a routing client. Not applicable for translation route to VRU. PGTimeOutsToHalf AK1 NOT NULL DBFLT8 Unique record identifier. RecoveryKey NULL DBINT The number of times translation route is completed successfully. RoutedToHalf NULL DBINT The number of times router times out the translation route for a routing client. RouterTimeOutToHalf Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 589 All Tables Translation_Route_Half_Hour

Page 608

Keys and NULL Option Data Type Description Name PK, FK NOT NULL DBSMALLINT The unique identifier of the routing client. RoutingClientID PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone PK, FK NOT NULL DBINT The unique identifier of the translation route. TranslationRouteSkillTargetID NULL DBINT The number of times router cannot find available route in a translation route for a routing client. UnAvailableToHalf NULL DBINT The number of times translation route is used to send calls to VRU or agent peripheral to a routing client. UsedToHalf Trunk This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Each row describes a trunk associated with a peripheral. Trunks are grouped by the Trunk Group table. Use the Trunk bulk configuration tools to add, update, and delete Trunk records. Related Table Trunk_Group, on page 591 (via TrunkGroupID) Vru_Port_Map, on page 611 (via TrunkID) Table 450: Indexes for Trunk Table index_keys index_description index_name TrunkGroupID, TrunkNumber nonclustered, unique, unique key located on PRIMARY XAKTrunk TrunkID clustered, unique, primary key located on PRIMARY XPKTrunk Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 590 All Tables Trunk

Page 609

Table 451: Fields in Trunk Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL VNAME32 The carrier that provides the circuit. CircuitProvider NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp AK-1, FK NOT NULL DBINT Foreign key from the Trunk Group table. TrunkGroupID PK NOT NULL DBINT A unique identifier for the trunk. TrunkID AK-1 NOT NULL DBINT Trunk number as understood by the peripheral. TrunkNumber NOT NULL DBSMALLINT Type of trunk. To see the list of values, see Trunk Type, on page 693. TrunkType Trunk_Group This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Each row defines a group of trunks. A peripheral determines how to handle a call based on the DNIS and the trunk group on which it arrives. Use the Trunk Group bulk configuration tools to add, update, and delete Trunk_Group records. Related Tables Network_Trunk_Group, on page 311 (via NetworkTrunkGroupID) Peripheral, on page 326 (via PeripheralID) Trunk_Group_Five_Minute, on page 593 (via TrunkGroupID) Trunk_Group_Half_Hour, on page 594 (via TrunkGroupID) Trunk_Group_Real_Time, on page 596 (via TrunkGroupID) Trunk, on page 590 (via TrunkGroupID) Table 452: Indexes for Trunk_Group Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Trunk_Group Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 591 All Tables Trunk_Group

Page 610

index_keys index_description index_name PeripheralID, PeripheralNumber nonclustered, unique, unique key located on PRIMARY XAK2Trunk_Group NetworkTrunkGroupID nonclustered located on PRIMARY XIE1Trunk_Group TrunkGroupID clustered, unique, primary key located on PRIMARY XPKTrunk_Group Table 453: Fields in Trunk_Group Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL varchar A string of parameters the system software sends to the peripheral to initialize the trunk group. ConfigParam NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NOT NULL DBCHAR Deleted Flag. Stored as a character: • Y = Yes • N = No Deleted NULL DESCRIPTION Additional information about the trunk group. Description AK-1 NOT NULL VNAME32 An enterprise name for the trunk group. This must be unique among all trunk groups in the enterprise. EnterpriseName NULL VTELNO10 The extension number for the trunk group (used by the Definity ECS ACD). Extension FK, NULL DBINT Optionally, the network trunk group to which this trunk group belongs. NetworkTrunkGroupID AK-2, FK NOT NULL DBSMALLINT Foreign key from the Peripheral table. PeripheralID NOT NULL VNAME32 Trunk group name as given by the peripheral. PeripheralName AK-2 NOT NULL DBINT Trunk group number as given by the peripheral. PeripheralNumber Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 592 All Tables Trunk_Group

Page 611

Keys and NULL Option Data Type Description Name NOT NULL DBINT The number of trunks in the trunk group. If the value is -1 (the default), the system software determines the number of trunks in the group dynamically by examining the Trunk table. Do not change this value unless the Trunk data are not reliable. TrunkCount PK NOT NULL DBINT Unique identifier for this trunk group. TrunkGroupID Trunk_Group_Five_Minute This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. It gets populated on central and HDS databases. This table contains information about a trunk group collected during each five-minute interval. The system software generates Trunk_Group_Five_Minute records for each trunk group. Related Table Trunk_Group, on page 591 (via TrunkGroupID) Table 454: Indexes for Trunk_Group_Five_Minute Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Trunk_Group_Five_Minute DateTime, TrunkGroupID, TimeZone Clustered, unique, primary key located on PRIMARY XPKTrunk_Group_Five_Minute Table 455: Fields in Trunk_Group_Five_Minute Table Keys and NULL Option Data Type Description Name NULL DBINT Total time, in seconds, during the current half-hour interval that all trunks in the group were busy. AllTrunksBusyToHalf PK NOT NULL DBSMALLDATE Central Controller date and time at the start of the five-minute interval. DateTime NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 593 All Tables Trunk_Group_Five_Minute

Page 612

Keys and NULL Option Data Type Description Name AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone PK, FK NOT NULL DBINT Foreign key from the Trunk Group table. TrunkGroupID NULL DBINT Number of non-busy trunks in the group at the end of the five-minute interval. TrunksIdle NULL DBINT Number of trunks in this trunk group in service at the end of the five-minute interval. TrunksInService Trunk_Group_Half_Hour This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. It gets populated on central and HDS databases. This table contains information about a trunk group collected during each 30-minute interval. The system software generates Trunk_Group_Half_Hour records for each trunk group. Related Table Trunk_Group, on page 591 (via TrunkGroupID) Table 456: Indexes for Trunk_Group_Half_Hour Table index_keys index_description index_name RecoveryKey Nonclustered, unique, unique key located on PRIMARY XAK1Trunk_Group_Half_Hour DbDateTime Nonclustered located on PRIMARY XIE1Trunk_Group_Half_Hour DateTime, TrunkGroupID, TimeZone Clustered, unique, primary key located on PRIMARY XPKTrunk_Group_Half_Hour Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 594 All Tables Trunk_Group_Half_Hour

Page 613

Table 457: Fields in Trunk_Group_Half_Hour Table Keys and NULL Option Data Type Description Name NULL DBINT Total time, in seconds, during the half-hour interval that all trunks in the group were busy. AllTrunksBusyToHalf NULL DBINT Number of calls to the trunk group abandoned during the current half-hour interval. CallsAbandonedToHalf NULL DBINT Number of incoming calls received on the trunk group during the half-hour interval. CallsInToHalf NULL DBINT Number of outbound calls sent on the trunk group during the half-hour interval. CallsOutToHalf PK NOT NULL DBSMALLDATE Central Controller date and time at the start of the half-hour interval. DateTime IE-1 NULL DBDATETIME The current date and time stamp when the records are written to the HDS database. The logger database has NULL for this column. DbDateTime NULL DBINT Aggregate number of seconds trunks in the group were in service during the half-hour interval. InServiceTimeToHalf NULL DBINT Aggregate number of seconds trunks in the group were used for inbound calls during the half-hour interval. InUseInboundTimeToHalf NULL DBINT Aggregate number of seconds trunks in the group were used for outbound calls during the half-hour interval. InUseOutboundTimeToHalf NOT NULL DBINT Currently not used, set to zero (0). RecoveryDay AK-1 NOT NULL DBFLT8 A unique ID assigned to each record and used internally by the Unified CCE software to track the record. RecoveryKey PK NOT NULL DBINT The Central Controller’s time zone for the date and time. The value is the offset in minutes from UTC (formerly GMT).The value is negative for time zones to the east of UTC and positive for time zones to the west of UTC. TimeZone PK, FK NOT NULL DBINT Foreign key from the Trunk Group table. TrunkGroupID NULL DBINT Number of non-busy trunks in the group at the end of the half-hour interval. TrunksIdle Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 595 All Tables Trunk_Group_Half_Hour

Page 614

Keys and NULL Option Data Type Description Name NULL DBINT Number of trunks in the group in service at the end of the half-hour interval. TrunksInService Trunk_Group_Real_Time This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. Local database only. Contains real time information about each trunk group. The system software generates a Trunk_Group_Real_Time record for each trunk group. Related Table Trunk_Group, on page 591 (via TrunkGroupID) Table 458: Indexes for Trunk_Group_Real_Time Table index_keys index_description index_name TrunkGroupID nonclustered, unique, primary key located on PRIMARY XPKTrunk_Group_Real_Time Table 459: Fields in Trunk_Group_Real_Time Table Keys and NULL Option Data Type Description Name NULL DBINT Total number of seconds during the current half-hour interval that all trunks in the group were busy. AllTrunksBusyHalf NULL DBINT Total number of seconds since midnight that all trunks in the group were busy. AllTrunksBusyToday NULL DBINT Number of calls to the trunk group abandoned in queue during the current half-hour interval. CallsAbandonedHalf NULL DBINT Number of calls to the trunk group abandoned in queue since midnight. CallsAbandonedToday NULL DBINT Number of inbound calls received on the trunk group during the current half-hour interval. CallsInHalf NULL DBINT Number of inbound calls currently in progress on the trunk group. CallsInNow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 596 All Tables Trunk_Group_Real_Time

Page 615

Keys and NULL Option Data Type Description Name NULL DBINT Number of inbound calls received on the trunk group since midnight. CallsInToday NULL DBINT Number of outbound calls received on the trunk group during the current half-hour interval. CallsOutHalf NULL DBINT Number of outbound calls currently in progress on the trunk group. CallsOutNow NULL DBINT Number of outbound calls received on the trunk group since midnight. CallsOutToday NOT NULL DBDATETIME Central Controller date and time that this data was last updated. DateTime NULL DBINT Aggregate number of seconds trunks in the group have been in service during the current half-hour interval. InServiceTimeHalf NULL DBINT Aggregate number of seconds trunks in the group have been in service since midnight. InServiceTimeToday NULL DBINT Aggregate number of seconds trunks in the group have been in use for inbound calls during the current half-hour interval. InUseInboundTimeHalf NULL DBINT Aggregate number of seconds trunks in the group have been in use for inbound calls since midnight. InUseInboundTimeToday NULL DBINT Aggregate number of seconds trunks in the group have been in use for outbound calls during the current half-hour interval. InUseOutboundTimeHalf NULL DBINT Aggregate number of seconds trunks in the group have been in use for outbound calls since midnight. InUseOutboundTimeToday PK, FK NOT NULL DBINT Foreign key from the Trunk Group table. TrunkGroupID NULL DBINT Number of non-busy trunks in the group now. TrunksIdle NULL DBINT Number of trunks in the trunk group in service now. TrunksInService User_Formula This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 597 All Tables User_Formula

Page 616

Each row describes a custom function. A custom function is a shorthand for an expression. It may, optionally, accept parameters. The expression associated with the function is stored in the User_Formula_Equation table. Use the Script Editor to create, modify, and delete custom functions. Related Table User_Formula_Equation, on page 598 (via UserFormulaID) Table 460: Indexes for User_Formula Table index_keys index_description index_name EnterpriseName clustered, unique, unique key located on PRIMARY XAK1User_Formula UserFormulaID nonclustered, unique, primary key located on PRIMARY XPKUser_Formula Table 461: Fields in User_Formula Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the function. Description AK-1 NOT NULL VNAME32 An enterprise name for the function. Custom function names always begin with "user". EnterpriseName NOT NULL DBINT The number of bytes in the expression for the function. Length NOT NULL DBINT The number of parameters the function accepts. ParamCount PK NOT NULL DBINT A unique identifier for the function. UserFormulaID User_Formula_Equation This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Each row contains all or part of the expression associated with a custom formula. Use the Script Editor to add, modify, and delete custom formulas. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 598 All Tables User_Formula_Equation

Page 617

Related Table User_Formula, on page 597 (via UserFormulaID) Table 462: Indexes for User_Formula_Equation Table index_keys index_description index_name UserFormulaID, RowOrder clustered, unique, primary key located on PRIMARY XPKUser_Formula_Equation Table 463: Fields in User_Formula_Equation Table Keys and NULL Option Data Type Description Name NULL varchar(255) The expression string. EquationString PK NOT NULL DBINT Specifies the order of strings for a formula. A formula may have one or more strings. RowOrder PK, FK NOT NULL DBINT Foreign key from the User_Formula table. UserFormulaID User_Group This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Lists the groups of users to which specific access rights apply. A record in this table can represent a group of users (with multiple associated records in the User_Group_Member table) or a single user (with a single associated record in the User_Group_Member table). Use Configuration Manager to create, update, and delete user groups. Related Tables Class_Security, on page 195 (via UserGroupName) Customer_Definition, on page 207 (via CustomerDefinitionID) Feature_Control_Set, on page 261 (via via FeatureSetID) Global Security Control (via UserGroupID) Object_Security, on page 322 (via UserGroupName) Sec_Group, on page 450 (via UserGroupID) Sec_User, on page 451 (via UserGroupID) User_Group_Member, on page 601 (via UserGroupName) User_Supervisor_Map, on page 603 (via UserGroupID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 599 All Tables User_Group

Page 618

Table 464: Indexes for User_Group Table index_keys index_description index_name UserGroupName clustered, unique, unique key located on PRIMARY XAK1User_Group CustomerDefinitionID nonclustered located on PRIMARY XIE1User_Group UserGroupID nonclustered, unique, primary key located on PRIMARY XPKUser_Group Table 465: Fields in User_Group Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp FK, IE-1 NULL DBINT Identifies the customer associated with the user group. CustomerDefinitionID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the group. Description NULL VARCHAR(190) The FQDN of the domain to which the user belongs. (Domain FQDN) Note For the UserGroupName, "DBO", this field stores the global default domain name. The default domain name is set by the System Information tool. DomainName NULL VARCHAR(254) Email address of the customer associated with the user group. EmailAddress FK NULL DBINT Identifies a feature set from the Feature_Control_Set Table. FeatureSetID NOT NULL DBCHAR Valid options include: • Y = Read-only user • N = Normal user ReadOnly Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 600 All Tables User_Group

Page 619

Keys and NULL Option Data Type Description Name NOT NULL DBCHAR Valid options include: • Y = Service provider or general customer • N = Service bureau customer. Note This field is no longer used. ServiceProvider PK NOT NULL DBINT A unique identifier for the group. UserGroupID NOT NULL DBSMALLINT Indicates the User Role for a given user. Values displayed include: • 0 = Supervisors. • 1 = Setup User. • 2 = Config User. UserRole AK-1 NOT NULL varchar(64) The name of a user or a group. UserGroupName NOT NULL char(1) The type of the group: • U = for an individual user • G = for a group of users. UserGroupType NULL Varchar(64) A unique global ID from Active Directory. UserGuid NULL Varchar(64) The user logon name of the user (Username portion of the User's UserPrincipalName). UserName User_Group_Member This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Lists the specific users that are members of each user group. If the group is of type "U" then it has a single User_Group_Member record. If the group is of type 'G' is can have multiple User_Group_Member records. A single user can be a member of multiple user groups. Use Configuration Manager to create, update, and delete User Group Member records. Related Table User_Group, on page 599 (via UserGroupID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 601 All Tables User_Group_Member

Page 620

Table 466: Indexes for User_Group_Member Table index_keys index_description index_name UserName, UserGroupName clustered, unique, unique key located on PRIMARY XAK1User_Group_Member UserName nonclustered located on PRIMARY XIE1User_Group_Member UserGroupMemberID nonclustered, unique, primary key located on PRIMARY XPKUser_Group_Member Table 467: Fields in User_Group_Member Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp PK NOT NULL DBINT A unique identifier for the record. UserGroupMemberID AK-1 NOT NULL varchar(64) The group to which the member belongs. UserGroupName AK-1, IE-1 NOT NULL varchar(64) The username as registered with SQL Server. UserName User_Security_Control This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Specifies the security access that individual users have to specific objects. The system software builds this table from the data in the other security tables. Related Tables Ids, on page 272 (via ObjectType + ObjectID) User_Group_Member, on page 601 (via UserName) Table 468: Indexes for User_Security_Control Table index_keys index_description index_name UserName nonclustered located on PRIMARY XIE1User_Security_Control Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 602 All Tables User_Security_Control

Page 621

index_keys index_description index_name UserGroupID nonclustered located on PRIMARY XIE2User_Security_Control ObjectType, ObjectID, UserName clustered, unique, primary key located on PRIMARY XPKUser_Security_Control Table 469: Fields in User_Security_Control Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The level of access that the user has for the object. To see values. see Access Levels, on page 654. AccessLevel PK NOT NULL DBINT Together with ObjectType, identifies the object. ObjectID PK, FK NOT NULL DBINT Together with ObjectID, identifies the object. ObjectType IE-2 NOT NULL DBINT Foreign key from the User_Group table. UserGroupID PK, IE-1 NOT NULL varchar(64) The SQL Server username of the user. UserName User_Supervisor_Map This table is in the Security category (see Security, on page 633). To see database rules for these tables, see Security Tables, on page 702. Used to allow an agent to log in as a Supervisor. When an agent logs in as a Supervisor, an entry for the agent is created in the User Group table to allow the agent login. Related Table User_Group, on page 599 (via UserGroupID) Table 470: Indexes for User_Supervisor_Map Table index_keys index_description index_name AgentSkillTargetID nonclustered, unique, unique key located on PRIMARY XAK1UserSupervisorMap UserGroupID, AgentSkillTargetID clustered, unique, primary key located on PRIMARY XPKUserSupervisorMap Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 603 All Tables User_Supervisor_Map

Page 622

Table 471: Fields in User_Supervisor_Map Table Keys and NULL Option Data Type Description Name PK, AK-1 NOT NULL DBINT The identifier for the SkillTargetID for an agent that is a supervisor. Note The SupervisorAgent field for this agent must be Y. AgentSkillTargetID PK, FK NOT NULL DBINT The identifier for the user. Note The UserGroupType for this user must be U. UserGroupID User_Variable This table is part of the Script category (see Script, on page 629). For database rules, see Script Tables, on page 701. Contains the definitions of user variables. You can optionally associate a variable with an object type (such as service or skill group). The system software then creates an instance of the variable for each object of that type (for example, for each service or each skill group). You can set and reference variables within scripts. If a variable is persistent, its value is stored in the Persistent_Variable table. Use the User Variable list tool to create, update, and delete definitions of user variables. Related Table Persistent_Variable, on page 342 (via UserVariableID) Table 472: Indexes for User_Variable Table index_keys index_description index_name ObjectType, VariableName nonclustered, unique, unique key located on PRIMARY XAK1User_Variable UserVariableID clustered, unique, primary key located on PRIMARY XPKUser_Variable Table 473: Fields in User_Variable Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 604 All Tables User_Variable

Page 623

Keys and NULL Option Data Type Description Name NOT NULL DBSMALLINT Indicates the type of the variable: • 0 = Long • 1 = Float • 2 = Char • 3 = Date DataType NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the variable. Description NOT NULL DBCHAR Not currently used. Instance AK-1 NOT NULL DBSMALLINT The type of object with which the variable is associated. For the list of values, see Object Types: User Variable, on page 672. ObjectType NOT NULL DBCHAR Indicates whether to preserve the value of the variable between script invocations. Stored as a character: • Y = yes • N = no Persistent NOT NULL DBSMALLINT Not currently used. ReportingMethod PK NOT NULL DBINT A unique identifier for the variable. UserVariableID AK-1 NOT NULL VNAME32 The name of the variable. User variable names must begin with "user". VariableName Version This table is in the System category (see System, on page 649). To see database rules for these tables, see System Tables, on page 703. A system table containing a single row which indicates the current version of the system database schema installed in the central and local databases. This table is maintained by the system software installation process. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 605 All Tables Version

Page 624

Table 474: Indexes for Version Table index_keys index_description index_name Major nonclustered located on PRIMARY XIE1Version Table 475: Fields in Version Table Keys and NULL Option Data Type Description Name NOT NULL DBINT The incremental version number of the local database schema on the AW. For example, if the version is 1.3, this value is 3. AWMinor NOT NULL DBINT The incremental version number of the central database schema. For example, if the version is 1.2, this value is 2. CCMinor NOT NULL DBINT Control version of preconfigured items for Simplified Unified CCE Deployments. IPCCMinor IE-1 NOT NULL DBINT The number of the major version; for example, if the version is 1.2, this value is 1. Major View_Column This table is in the Schedule category (see Schedule, on page 628). To see database rules, see Schedule Tables, on page 700. Describes how the system software interprets one column of imported schedule data. Related Table ICR_View, on page 271 (via ICRViewID) Table 476: Indexes for View_Column Table index_keys index_description index_name ICRViewID, ColumnNumber nonclustered, unique, unique key located on PRIMARY XAK1View_Column ICRViewID, ViewName nonclustered, unique, unique key located on PRIMARY XAK2View_Column ViewColumnID clustered, unique, primary key located on PRIMARY XPKView_Column Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 606 All Tables View_Column

Page 625

Table 477: Fields in View_Column Table Keys and NULL Option Data Type Description Name NULL VNAME32 The name used for the column in the system from which it imported. BaseName NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp AK-1 NOT NULL DBINT Indicates the position of the column within the Schedule Import table. ColumnNumber NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION Additional information about the column. Description NOT NULL DBCHAR Indicates whether the View_Column record can be modified. Stored as a character: • Y = yes • N = no Edit AK-1, AK-2, FK NOT NULL DBINT Identifies the view to which the column belongs. ICRViewID NULL DBINT Indicates which bit positions to use in the value. An AND operation is applied to the mask value and the field value. Mask NULL DBINT The number of bit positions to shift the value to the left. Shift PK NOT NULL DBINT A unique identifier for the column. ViewColumnID AK-2 NOT NULL VNAME32 The name used for the column within the system software. ViewName Vru_Currency This is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 651). For database rules, see VRU Micro-applications Tables, on page 704. This table contains a list of currencies supported by VRU micro-applications. Related Table Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 607 All Tables Vru_Currency

Page 626

Vru_Defaults, on page 608 (via CurrencyID) Table 478: Indexes for Vru_Currency Table index_keys index_description index_name CurrencyName nonclustered, unique, unique key located on PRIMARY XAK1Vru_Currency CurrencyID clustered, unique, primary key located on PRIMARY XPKVru_Currency Table 479: Fields in Vru_Currency Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp PK NOT NULL DBINT A unique identifier. CurrencyID AK-1 NOT NULL varchar(10) Specifies the currency supported by the VRU micro-application: • 1 = U.S. Dollar (default) • 2 = Euro • 3 = Pound Sterling • 4 = French franc • 5 = Deutschmark • 6 = Lira • 7 = Peseta • 0 = Other CurrencyName NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp Vru_Defaults This is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 651). For database rules, see VRU Micro-applications Tables, on page 704. This table contains a single row of data that contains the default values for a particular VRU micro-application. Related Tables Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 608 All Tables Vru_Defaults

Page 627

Vru_Locale, on page 610 (via LocaleID) Vru_Currency, on page 607 (via CurrencyID) Table 480: Indexes for View_Defaults Table index_keys index_description index_name EnterpriseName nonclustered, unique, unique key located on PRIMARY XAK1Vru_Defaults VruDefaultsID clustered, unique, primary key located on PRIMARY XPKVru_Defaults Table 481: Fields in Vru_Defaults Table Keys and NULL Option Data Type Description Name NULL varchar(255) A path to library of application media files/prompts specific to a set of related Unified ICM scripts. (Example: customer menus.) The default entry is app. AppMediaLib NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp FK NOT NULL DBINT The currency supported by VRU micro-applications. The default value is 1, CURRENCY_DOLLAR. CurrencyID NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp NULL DESCRIPTION A description of the row. There is no default value in this field. Description NOT NULL char(1) DTMF Termination key: 0-9 (digits)

(asterisk)

(pound sign, the default)

N (no termination key) DTMFTermKey AK-1 NOT NULL VNAME32 A unique name for the enterprise. EnterpriseName NOT NULL DBINT The number of seconds a caller is allowed between entering digits. If exceeded, the system times-out. Valid options are the digits 1-99 (default: 3). InterDigitTimeout Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 609 All Tables Vru_Defaults

Page 628

Keys and NULL Option Data Type Description Name NOT NULL DBINT Number of times ISN repeats the Get Digits cycle when the caller enters invalid data. (Total includes the first cycle.) Valid options are the digits 1-9 (default: 3). InvalidEntryTries FK NOT NULL DBINT A combination of language and country specifying the language the VRU micro-application runs in: • en-us = U.S. English (default) • en-gb = Great Britain English • es-es = European Spanish • es-mx = Mexican Spanish LocaleID NOT NULL varchar(255) Base URL for all media files used in the VRU script. The default value is file:../MediaFiles MediaServerSet NOT NULL DBINT The number of seconds a caller is allowed to begin entering digits. If exceeded, the system times-out. Valid options are the digits 0-99 (default: 5). NoEntryTimeout NOT NULL DBINT Number of times ISN repeats the Get Digits cycle when a caller doesn't enter any data after being given the prompt. (Total includes first cycle.) Valid options are the digits 1-9 (default: 3). NoEntryTries NULL varchar(255) A path to library of system media files/prompts for individual digits, months, default error messages, etc. The default entry is sys. SystemMediaLib PK NOT NULL DBINT A unique identifier. VruDefaultsID Vru_Locale This is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 651). For database rules, see VRU Micro-applications Tables, on page 704. This table contains a list of locales (a locale is a combination of language and country) supported by VRU micro-applications. Related Table Vru_Defaults, on page 608 (via LocaleID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 610 All Tables Vru_Locale

Page 629

Table 482: Indexes for Vru_Locale Table index_keys index_description index_name Locale nonclustered, unique, unique key located on PRIMARY XAK1Vru_Locale LocaleID clustered, unique, primary key located on PRIMARY XPKVru_Locale Table 483: Fields in Vru_Locale Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBDATETIME Records the date and time when a record is added/updated. DateTimeStamp AK-1 NOT NULL varchar(10) A combination of language and country specifying the language the VRU micro-application runs in: • en-us = U.S. English (default) • en-gb = Great Britain English • es-es = European Spanish • es-mx = Mexican Spanish Locale PK NOT NULL DBINT A unique identifier. LocaleID Vru_Port_Map This is in the Device category (see Device, on page 618). For database rules, see Device Tables, on page 698. In cases where ACD and VRU PIMs are controlled by the same PG, the VRU_Port_Map table is used to specify how VRU ports map to ACD ports or trunks. Use the VRU Port Map and Bulk Insert tool to map VRU ports to ACD ports or trunks. Related Table Trunk, on page 590 (via TrunkID) Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 611 All Tables Vru_Port_Map

Page 630

Table 484: Indexes for Vru_Port_Map Table index_keys index_description index_name TrunkID clustered, unique, primary key located on PRIMARY XPKVru_Port_Map Table 485: Fields in Vru_Port_Map Table Keys and NULL Option Data Type Description Name NULL DBSMALLINT The ID of ACD peripheral if Type is 1. ACDPeripheralID NULL VNAME32 The ACD port if Type is 1. ACDPort NULL DBINT The ID of the ACD trunk if Type is 0. ACDTrunkID PK, FK NOT NULL DBINT The ID of the VRU trunk to be mapped. TrunkID NOT NULL DBINT The type of VRU-to-ACD mapping: • 0 = A VRU trunk-to-ACD trunk mapping • 1 = A VRU trunk-to-ACD port mapping. Type Week_Day_Schedule The table Week_Day_Schedule defines the business hours on weekdays. The weekday schedule contain any day of the week except the holidays. Each row in the table records a weekday schedule. Related Tables • Business_Hours, on page 108 (through BusinessHoursID) • Special_Day_Schedule, on page 554 (through BusinessHoursID) Table 486: Indexes for Week_Day_Schedule Table index_keys index_description index_name WeekDayScheduleID Primary key XPKWeek_Day_Schedule BusinessHoursID Inversion key XIE1Week_Day_Schedule DayType Inversion key XIE2Week_Day_Schedule Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 612 All Tables Week_Day_Schedule

Page 631

Table 487: Fields in Week_Day_Schedule Table Keys and NULL Option Data Type Description Field PK NOT NULL DBINT The ID of the each week day schedule. WeekDayScheduleID FK, IE NOT NULL DBINT Unique ID of the business schedule object BusinessHoursID IE NOT NULL DBSMALLINT Values range from 0 to 6, assigned to each day in a week starting from Sunday. DayType NOT NULL DBSMALLINT Specifies the hour the business hour starts in a weekday. StartHour NOT NULL DBSMALLINT Specifies the minute the business hours starts in a weekday. StartMinute NOT NULL DBSMALLINT Specifies the second the business hours starts in a weekday. Default value is 0. StartSecond NOT NULL DBSMALLINT Specifies the hour the business hour ends in a weekday. EndHour NOT NULL DBSMALLINT Specifies the minute the business hours ends in a weekday. EndMinute NOT NULL DBSMALLINT Specifies the second the business hours ends in a weekday. Default value is 0. EndSecond NULL DBDATETIME Records the date and time when the record was added or updated DateTimeStamp NOT NULL CHANGESTAMP Incremented when the record is changed in the central database. ChangeStamp NULL DBINT Future Use FutureUseInt1 NULL DBINT Future Use FutureUseInt2 NULL VARCHAR(64) Future Use FutureUseVarChar1 NULL VARCHAR(64) Future Use FutureUseVarChar2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 613 All Tables Week_Day_Schedule

Page 632

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 614 All Tables Week_Day_Schedule

Page 633

C H A P T E R 3 Tables by Group • Overview, on page 615 • Blended Agent (Outbound Option), on page 616 • Business Hours, on page 617 • Device, on page 618 • Enterprise, on page 621 • Media Routing, on page 623 • Precision Queue, on page 624 • Route, on page 625 • Schedule, on page 628 • Script, on page 629 • Security, on page 633 • Skill Target, on page 635 • Smart License, on page 639 • System, on page 649 • User Preferences, on page 650 • VRU Micro-application, on page 651 • Tables Reserved for Future Use, on page 651 Overview This section explains major areas of the schema. Tables are arranged in logical groups based on their domains and interrelationships. For each section, you can find: • an illustration that maps the connections among tables in that group • links to detailed information on each individual table in the group • a link to the database rules for the group For details on the columns in each table, see All Tables. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 615

Image 1 from page 633

Page 634

Blended Agent (Outbound Option) This figure depicts the tables in the Blended Agent (Outbound Option) category and their connections. In this graphic: • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Figure 1: Blended Agent To see database rules for tables in the Blended Agent group, see Blended Agent Tables (Outbound Option), on page 695. Tables that hold Blended Agent (Outbound Option) data are listed below. • Blended_Agent_Options, on page 100 • Campaign, on page 156 • Campaign_Half_Hour, on page 165 • Campaign_Query_Rule, on page 166 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 616 Tables by Group Blended Agent (Outbound Option)

Image 1 from page 634

Page 635

• Campaign_Query_Rule_Half_Hour, on page 169 • Campaign_Query_Rule_Real_Time, on page 175 • Campaign_Skill_Group, on page 184 • Campaign_Target_Sequence, on page 186 • Dialer, on page 220 • Dialer_Detail, on page 225 • Dialer_Half_Hour, on page 231 • Dialer_Port_Map, on page 237 • Dialer_Port_Real_Time, on page 238 • Dialer_Skill_Group_Half_Hour, on page 244 • Dialer_Skill_Group_Real_Time, on page 247 • Import_Rule, on page 274 • Import_Rule_Clause, on page 278 • Import_Rule_History, on page 280 • Import_Rule_Real_Time, on page 281 • Query_Rule, on page 362 • Query_Rule_Clause, on page 364 Business Hours This figure depicts the tables in this category and their connections. In this graphic: • A single box represents a single table. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. • A stack of boxes represents several tables in another category of the schema. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 617 Tables by Group Business Hours

Page 636

Figure 2: Business Hours Category To see the database rules for these tables, see Business Hours Tables, on page 697. Tables in the Business Hours category include the following: • Business_Hours, on page 108 • Business_Hours_Real_Time, on page 110 • Business_Hours_Reason, on page 111 • Special_Day_Schedule, on page 554 • Time_Zone_Location, on page 586 • Week_Day_Schedule, on page 612 Device This figure depicts the tables in this category and their connections. In this graphic: • A single box represents a single table. • A box with a + plus sign represents a subcategory of table with related detail: Peripheral and Trunk Group. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 618 Tables by Group Device

Image 1 from page 636

Page 637

Figure 3: Device To see database rules for these tables, see Device Tables, on page 698. Tables in the Device category include the following: • Agent_Targeting_Rule, on page 74 • Agent_Targeting_Rule_Member, on page 76 • Agent_Targeting_Rule_Range, on page 77 • Dial_Number_Plan, on page 219 • Logical_Interface_Controller, on page 288 • Network_Trunk_Group, on page 311 • Network_Trunk_Group_Half_Hour, on page 312 • Network_Trunk_Group_Real_Time, on page 314 • Peripheral, on page 326 See the section below for Peripheral Detail tables. • Peripheral_Default_Route, on page 330 • Physical_Controller_Half_Hour, on page 343 • Physical_Interface_Controller, on page 344 • Routing_Client, on page 416 • Routing_Client_Five_Minute, on page 420 • Trunk, on page 590 • Trunk_Group, on page 591 See the section below for Trunk Group Detail tables. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 619 Tables by Group Device

Image 1 from page 637

Page 638

• Vru_Port_Map, on page 611 Peripheral Detail The figure below illustrates the tables in the Peripheral Detail subcategory. Figure 4: Peripheral Detail These tables are: • Agent_Distribution, on page 27 • Dialer_Detail, on page 225 • Peripheral, on page 326 • Peripheral_Monitor, on page 333 • Peripheral_Real_Time, on page 335 Trunk Group Detail The figure below illustrates the tables in the Trunk Detail subcategory. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 620 Tables by Group Peripheral Detail

Image 1 from page 638

Page 639

Figure 5: Trunk Details These tables are: • Trunk_Group, on page 591 • Trunk_Group_Five_Minute, on page 593 • Trunk_Group_Half_Hour, on page 594 • Trunk_Group_Real_Time, on page 596 Enterprise The figure below shows the relationships among tables in the Enterprise category. • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 621 Tables by Group Enterprise

Image 1 from page 639

Page 640

Figure 6: Enterprise To see database rules for these tables, see Enterprise Tables, on page 699. Tables that hold Enterprise data are listed below. • Enterprise_Route, on page 251 • Enterprise_Route_Member, on page 252 • Enterprise_Skill_Group, on page 255 • Enterprise_Skill_Group_Member, on page 256 • Enterprise_Service, on page 253 • Enterprise_Service_Member, on page 254 • Service_Array, on page 455 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 622 Tables by Group Enterprise

Image 1 from page 640

Page 641

• Service_Array_Member, on page 457 Media Routing The figure below shows the relationships among the tables in the Media Routing category. • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Figure 7: Media Routing Tables To see Database rules for the Media Routing tables, see Media Routing Tables, on page 699. Media Routing Tables are listed below: • Application_Instance, on page 91 • Application_Path, on page 92 • Application_Path_Member, on page 94 • Application_Path_Real_Time, on page 94 • Media_Class, on page 304 • Media_Routing_Domain, on page 305 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 623 Tables by Group Media Routing

Image 1 from page 641

Page 642

Precision Queue This figure depicts the tables in the Precision Queue category and their connections. Figure 8: Precision Queue Tables In this graphic: • A single box represents a single table. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Tables that hold Precision Queue data are listed below: • Agent_Real_Time • Agent_Skill_Group_Interval • Agent_Skill_Group_Real_Time • Call_Type_SG_Interval • Precision_Q_Real_Time_Table • Precision_Queue_Step • Precision_Queue_Term • Router_Queue_Interval • Skilll_Group • Skill_Group_Interval • Termination_Call_Detail Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 624 Tables by Group Precision Queue

Image 1 from page 642

Page 643

Precision Queue Detail The figure below illustrates the tables in the Precision Queue Detail subcategory. Figure 9: Precision Queue Detail Route This figure depicts the tables in this category and their connections. In this graphic: • A single box represents a single table. • A box with a + plus sign represents a subcategory of table with related detail: Route Detail. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 625 Tables by Group Precision Queue Detail

Image 1 from page 643

Page 644

Figure 10: Route Tables To see Database Rules for Route Tables, see Route Tables, on page 700. Tables that hold Route data are listed below. • Announcement, on page 80 • Dialed_Number, on page 215 • Dialed_Number_Label, on page 217 • Expanded_Call_Variable, on page 259 • Label, on page 283 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 626 Tables by Group Route

Image 1 from page 644

Page 645

• Network_Event_Detail, on page 308 • Network_Target, on page 310 • Network_Vru, on page 316 • Network_Vru_Bank, on page 317 • Network_Vru_Script, on page 318 • Peripheral_Target, on page 341 • Recurring_Schedule_Map, on page 368 • Route, on page 379 • Route_Call_Detail, on page 380 • Route_Call_Variable, on page 391 • Scheduled_Target, on page 439 • Scheduled_Target_Real_Time, on page 440 • Termination_Call_Detail, on page 566 • Termination_Call_Variable, on page 585 Route Detail Tables The figure below illustrates the tables in the Route Details subcategory. Figure 11: Route Details Tables Route Detail Tables are: • Route, on page 379 • Route_Real_Time, on page 401 • Route_Five_Minute, on page 392 • Route_Half_Hour, on page 396 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 627 Tables by Group Route

Image 1 from page 645

Page 646

Schedule This figure depicts the tables in this category. In this graphic: • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Figure 12: Schedule Tables To see Database Rules for Schedule Tables, see Schedule Tables, on page 700. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 628 Tables by Group Schedule

Image 1 from page 646

Page 647

Tables that hold Schedule data are listed below. • Schedule, on page 428 • Schedule_Source, on page 438 • Schedule_Map, on page 434 • Recurring_Schedule_Map, on page 368 • Schedule_Report, on page 435 • Schedule_Report_Input, on page 437 • Schedule_Import, on page 430 • Schedule_Import_Real_Time, on page 432 • Schedule_Source, on page 438 • Import_Schedule, on page 282 • Import_Log, on page 273 • ICR_View, on page 271 • View_Column, on page 606 Script This figure depicts the tables in this category. In this graphic: • A single box represents a single table. • A box with a + plus sign represents a subcategory of table with related detail: Call Type, Region, and Script. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 629 Tables by Group Script

Page 648

Figure 13: Script Tables To see database rules for these tables, see Script Tables, on page 701. Script Tables are listed below • Admin_Script_Schedule_Map, on page 14 • Application_Gateway, on page 84 • Application_Gateway_Connection, on page 85 • Application_Gateway_Half_Hour, on page 89 • Application_Gateway_Globals, on page 87 • Call_Type, on page 112 • Call_Type_Map, on page 128 • Call_Type_Real_Time, on page 142 • Customer_Definition, on page 207 • Customer_Options, on page 208 • Default_Call_Type, on page 209 • Dialed_Number_Map, on page 217 • ICR_Instance, on page 267 • ICR_Node, on page 269 • Master_Script, on page 302 • Persistent_Variable, on page 342 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 630 Tables by Group Script

Image 1 from page 648

Page 649

• Region, on page 370 • Script, on page 441 • Script, on page 441 • Script_Table_Column, on page 449 • User_Formula, on page 597 • User_Formula_Equation, on page 598 • User_Variable, on page 604 Call Type Detail The figure below illustrates the tables in the Call Type subcategory. Figure 14: Call Type Tables These tables are: • Call_Type, on page 112 Region Detail The figure below illustrates the tables in the Region Detail subcategory. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 631 Tables by Group Call Type Detail

Image 1 from page 649

Page 650

Figure 15: Region Detail Tables Region Detail Tables are listed below: • Region, on page 370 • Region_Member, on page 371 • Region_Prefix, on page 372 • Region_View_Member, on page 377 • Region_View, on page 373 Script Detail The figure below illustrates the tables in the Script Detail subcategory. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 632 Tables by Group Script Detail

Image 1 from page 650

Page 651

Figure 16: Script Detail Script Detail Tables are listed below: • Script, on page 441 • Script_Cross_Reference, on page 443 • Script_Data, on page 444 • Script_Five_Minute, on page 444 • Script_Print_Control, on page 446 • Script_Real_Time, on page 447 Security The figure below shows the relationships among tables in the Security category. • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 633 Tables by Group Security

Image 1 from page 651

Page 652

Figure 17: Security Tables To see database rules for these tables, see Security Tables, on page 702. Tables that hold Security data are listed below. • Business_Entity, on page 107 • Class_Access_Xref, on page 194 • ClassID_To_ObjectType, on page 196 • Class_List, on page 194 • Class_Security, on page 195 • Feature_Control_Set, on page 261 • Ids, on page 272 • Object_Access_Xref, on page 320 • Object_List, on page 321 • Object_Security, on page 322 • Sec_Group, on page 450 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 634 Tables by Group Security

Image 1 from page 652

Page 653

• Sec_User, on page 451 • User_Group, on page 599 • User_Group_Member, on page 601 • User_Security_Control, on page 602 • User_Supervisor_Map, on page 603 Skill Target This figure shows the relationships among tables in the Skill Target category. The Agent, Service, Skill Group, and Skill Group Member tables each have related tables, as indicated by the + (plus signs) in the illustration. In this graphic: • A single box represents a single table. • A box with a + plus sign represents a subcategory of table with related detail: Agent, Service, Skill Group, and Skill Group Member. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 635 Tables by Group Skill Target

Page 654

Figure 18: Skill Target Tables To see database rules for Skill Target tables, see Skill Target Tables, on page 702. Skill Target tables include the following: • Agent Table. See the Agent Detail section, below. • Agent_Desk_Settings, on page 21 • Agent_Interval, on page 36 • Person, on page 323 • Service Tables. See the Service Detail section, below. • Service_Member, on page 473 • Skill Group and Skill Group Member Tables. See the Skill Group Detail Section, below. • Skill_Target, on page 543 • Translation_Route, on page 587 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 636 Tables by Group Skill Target

Image 1 from page 654

Page 655

• Translation_Route_Half_Hour, on page 588 Agent Detail The figure below illustrates tables in the Agent subcategory. Figure 19: Agent Tables Agent Detail tables are listed below: • Agent, on page 17 • Agent_Interval, on page 36 • Agent_Real_Time, on page 42 • Agent_Event_Detail, on page 28 • Agent_State_Trace, on page 68 • Agent_Team, on page 77 • Agent_Team_Member, on page 79 • Agent_Team_Supervisor, on page 80 • Dialer_Detail, on page 225 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 637 Tables by Group Agent Detail

Image 1 from page 655

Page 656

Service Detail The figure below illustrates tables in the Service subcategory. Figure 20: Service Tables Service tables include: • Service, on page 452 • Service_Five_Minute, on page 458 • Service_Real_Time, on page 474 Skill Group Detail The figures below illustrate tables in the Skill Group and Skill Group Member subcategories. Figure 21: Skill Group Tables Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 638 Tables by Group Service Detail

Image 1 from page 656

Image 2 from page 656

Page 657

Figure 22: Skill Group Member Tables Skill Group and Skill Group Member Tables include the following: • Skill_Group, on page 493 • Skill_Group_Five_Minute, on page 497 • Skill_Group_Real_Time, on page 527 • Skill_Group_Member, on page 527 • Agent_Skill_Group_Logout, on page 65 • Agent_Skill_Group_Real_Time, on page 66 Smart License Smart_License_Info This table is one of the Smart License tables. This table captures the Registration and Authorization status for a Smart License Agent instance running on a Unified CCE instance. The fields in this table represent the responses received from the Cisco Smart Software Manager (CSSM) portal using internal APIs. Each row displays the information for one Smart Agent instance. Related Tables • Smart_License_Server • Smart_License_Product • Smart_License_Entitlements Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 639 Tables by Group Smart License

Image 1 from page 657

Page 658

Table 488: Indexes for the Smart_License_Info Table index_keys index_description index_name SmartLicenseInfoID Primary key XPKSmart_License_Info Fields in the Smart_License_Info Table Keys and NULL Option Data Type Description Name NULL DBDATETIME Date and time of expiry of the product license authorization. Product license authorization must be renewed before this date. AuthorizationExpires NULL VARCHAR(255) Reason for failure of authorization attempt. AuthorizationFailedReason NOT NULL CHANGESTAMP Incremented when the record is changed in the database. ChangeStamp NULL DBINT Authorization status ID of Unified CCE with CSSM or Satellite. Default value is 5 CssmAuthorizationStatus NULL DBINT Registration status ID of Unified CCE with CSSM or Satellite. Default value is 2 CssmRegistrationStatus NULL DBINT Number of days left in evaluation mode. DaysLeftInEvaluationMode NULL DBINT Number of days left in Out Of Compliance mode. DaysLeftInOutOfCompliance NULL DBDATETIME Records the date and time when the record is added/updated. DateTimeStamp NULL DBCHAR N indicates that encryption cannot be turned on. Values Y or N are allowed ExportControlledAllow NULL DBDATETIME Date and time of expiry of the product evaluation period. EvaluationExpiredTime NULL DBDATETIME Reserved Field FutureUseDateTime1 NULL DBINT Reserved Field FutureUseInt1 NULL DBINT Reserved Field FutureUseInt1 NULL DBINT Reserved Field FutureUseInt2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 640 Tables by Group Smart_License_Info

Page 659

Keys and NULL Option Data Type Description Name NULL DBINT Reserved Field FutureUseInt3 NULL DBINT Reserved Field FutureUseInt4 NULL DBINT Reserved Field FutureUseInt5 NULL DBINT Reserved Field FutureUseInt6 NULL VARCHAR(255) Reserved Field FutureUseVarChar1 NULL VARCHAR(255) Reserved Field FutureUseVarChar2 NULL VARCHAR(255) Reserved Field FutureUseVarChar3 NULL VARCHAR(255) Reserved Field FutureUseVarChar4 NULL VARCHAR(255) Reserved Field FutureUseVarChar5 NULL DBCHAR Y if the product license authorization attempt fails. Values Y or N are allowed IsAuthorizationFailed NULL DBCHAR Y if the product license registration attempt fails. Values Y or N are allowed IsRegistrationFailed NULL DBDATETIME Date and Time of the last renewal attempt for the product license authorization. LastAuthorizationAttempt NULL DBDATETIME Date and Time of the last renewal attempt for the product license registration. LastRenewalAttempt NULL DBDATETIME Date and Time of the next renewal attempt for the product license authorization. NextAuthorizationAttempt NULL DBDATETIME Date and Time of the next renewal attempt for the product license registration. NextRenewalAttempt NULL DBINT The number of days you can use Unified CCE when Out Of Compliance. OverageDays NULL DBDATETIME Time stamp when the overage days column is updated. OverageDaysUpdatedTime NULL VARCHAR(100) Registered Product instance with CSSM. ProductInstance NULL DBDATETIME Date and Time at which the product license registration will expire. Product license registration must be renewed before this date. RegistrationExpires Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 641 Tables by Group Smart_License_Info

Page 660

Keys and NULL Option Data Type Description Name NULL VARCHAR(255) Reason for registration attempt failure. RegistrationFailedReason NULL VARCHAR(100) Name of Smart Account Name. SmartAccount PK Clustered DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicenseInfoID NULL DBINT Foreign key to SmartLicenseServer SmartLicenseServerId NULL VARCHAR(100) Name of Virtual Account Name. VirtualAccount Smart_License_Server This table is one of the Smart License tables. This table stores the Unified CCE specific configuration information that is required for connection and registration to CSSM. This table will come under configuration database table. Related Tables • Smart_License_Info • Smart_License_Product • Smart_License_Entitlements Table 489: Indexes for the Smart_License_Server Table index_keys index_description index_name SmartLicenseServerID Primary key XPKSmart_License_Server Table 490: Fields in the Smart_License_Server Table Keys and NULL Option Data Type Description Name NULL VARCHAR(255) ID that is used to identify the source of the notification when there are multiple instances of an agent on the same system. AgentId NOT NULL CHANGESTAMP Increments when the record is changed in the database. ChangeStamp NULL DBINT Maximum wait time from CSSM before SmartAgent times out and API fails. CssmResponseTimeout Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 642 Tables by Group Smart_License_Server

Page 661

Keys and NULL Option Data Type Description Name NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp NOT NULL DBINT Enterprise DeploymentMode NOT NULL DBCHAR Applies the 95 percentile formula to exclude spikes if this value set to Y. Values Y or N are allowed Default value is Y ExcludeSpikes NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL DBINT Reserved for future use. FutureUseInt3 NULL DBINT Reserved for future use. FutureUseInt4 NULL DBINT Reserved for future use. FutureUseInt5 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar1 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar2 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar3 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar4 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar5 NULL VARCHAR(255) Get the token from Cisco Licensing Cloud CSSM. IDToken NOT NULL DBCHAR Defines the enforcement level applied. Default value is Y which allows MACD operation on Agents and Features. Default. Values Y or N are allowed. IsProvisionAllowed NOT NULL DBINT 1 -Perpetual 2 - Flex LicenseType NULL DBCHAR Defines if the system is OutOfCompliance. Allowed: Y or N OutOfCompliance NULL DBDATETIME The Out-of-Compliance start date. OutOfComplianceStartTime Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 643 Tables by Group Smart_License_Server

Page 662

Keys and NULL Option Data Type Description Name NULL DBINT Number of times system went into Out Of Compliance. Default Value: 0 OutOfComplianceCount NULL VARCHAR(255) Intermediate HTTP/HTTPS proxy Host name or IP address ProxyHostnameOrIP NULL DBINT Intermediate HTTP/HTTPS proxy port address ProxyPort NULL VARCHAR(255) For internal use. SmartCode PK Clustered DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicenseServerID NULL VARCHAR(50) Serial number to identify the product. SerialNumber NULL DBINT Reservation State: 0 - Disabled 1 - Enabled Reservation Type NULL DBINT SLR Status 0 - NONE 1 - IN_PROGRESS 2 - UNIVERSAL 3 - SPECIFIC SlrStatus NULL VARCHAR(255) Smart Software Manager Satellite URL only in mediated deployment mode. TransportGatewayUrl NOT NULL DBINT 0 - Direct 1 - On-Prem CSSM 2 - Proxy TransportType NULL VARCHAR(255) Cisco Smart Software Manager transport URL in non-mediated deployment mode. TransportUrl NULL DBINT Transport mechanism to connect Smart Agent To CSSM • 1 - Smart Call Home • 2 - Smart Transport TransportMode Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 644 Tables by Group Smart_License_Server

Page 663

Keys and NULL Option Data Type Description Name NULL DBINT The two License Usage Modes are: • 0 - Production • 1 - Non-Production system UsageMode Smart_License_Entitlements This table is one of the Smart License tables. This table stores the information on the pre-defined entitlement tags for identifying and reporting licenses on CSSM. The information is presented in the table in multiple rows, one for each supported entitlement such as Standard and Premium Agent Entitlement for each supported product. Related Tables • Smart_License_Info • Smart_License_Product • Smart_License_Server Table 491: Indexes for the Smart_License_Server Table index_keys index_description index_name SmartLicenseEntitlementsTagID Primary key XPKSmart_License_Entitlements Table 492: Fields in the Smart_License_Server Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP Increments when the record is changed in the database. ChangeStamp NULL DBDATETIME Records the date and time when the record was added/updated. DateTimeStamp NULL varchar(255) Deployment mode of the system. DeploymentType NULL VARCHAR(255) Unique tag per Product ID (PID). For example, Standard or Premium Agent EntitlementTag. EntitlementTag names are different for different types licenses. EntitlementTag NULL VARCHAR(255) Identifies the entitlement names for the configured deployment. EntitlementDisplayname Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 645 Tables by Group Smart_License_Entitlements

Page 664

Keys and NULL Option Data Type Description Name NULL VARCHAR(255) Displays the description of the Entitlement on CSSM. 1 - Direct 2 - Proxy 3 - Satellite Connected 4 - Satellite Disconnected EntitlementDescription NULL VARCHAR(255) Entitlement Version is usually 1.0 unless multiple versions are required by the product. EntitlementVersion NULL VARCHAR(50) Current enforcement mode of the entitlement. List of the probable modes: • Invalid • Licenses not in use • Waiting • InCompliance • OutOfCompliance • Overage • Evaluation Mode • EvalExpired • AuthorizedPeriodExpired • Disabled • InvalidTag • NotApplicable • ReservedInCompliance • NotAuthorized • NotInUse EnforcementMode NULL VARCHAR(255) Reserved for future use. FutureUseVarChar1 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar2 NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 646 Tables by Group Smart_License_Entitlements

Page 665

Keys and NULL Option Data Type Description Name NULL DBINT The two types of license supported are: • 1 - Perpetual • 2 - Flex The default value 1(Perpetual). LicenseType NULL DBINT It is the highest license consumption value above and beyond entitlement value when the system is in Out-of-compliance state. LockUsage NULL DBINT This flag tells whether this Entitlement is in OutOfCompliance. OutOfCompliance NULL DBINT Displays the number of times the Entitlements are OutOfCompliance. OutOfComplianceCount NULL DBINT Displays the peak usage of this entitlement PeakUsage NOT NULL DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicense EntitlementsTagID Smart_License_Product This table is one of the Smart License tables. This table stores the information about the pre-defined product tag, display name and description to identify the product instances on CSSM. Related Tables • Smart_License_Info • Smart_License_Server • Smart_License_Entitlements Table 493: Indexes for the Smart_License_Server Table index_keys index_description index_name SmartLicenseProductID Primary key XPKSmart_License_Product Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 647 Tables by Group Smart_License_Product

Page 666

Table 494: Fields in the Smart_License_Server Table Keys and NULL Option Data Type Description Name NOT NULL CHANGESTAMP This field is incremented when the record is changed in the database. ChangeStamp NULL DBDATETIME Records the date and time when the license record was added/updated. DateTimeStamp NULL DBINT Reserved for future use. FutureUseInt1 NULL DBINT Reserved for future use. FutureUseInt2 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar1 NULL VARCHAR(255) Reserved for future use. FutureUseVarChar2 NULL VARCHAR (255) Displays the description of the product license in the product instance overview of CSSM. ProductDescription NOT NULL VARCHAR (255) Displays the name of the product in the product instance overview of CSSM. ProductDisplayName NULL DBINT Displays the environment of the product in the product instance overview of CSSM. The two types of environments supported are: • 0: Production (default value) • 1: Development ProductEnvironment NULL DBINT Displays the privacy status of the product in the product instance overview of CSSM. Values 0 or 1 are allowed. • 0: Privacy disabled • 1: Privacy enabled (default value) PrivacyEnabled NOT NULL VARCHAR (255) Is a unique id defined for each product like • UCCE • PCCE ProductTag NULL VARCHAR (30) Product Version is usually 1.0 unless multiple versions are required by the product. ProductVersion PK Clustered DBINT Gets the Smart License ID from the Next_Available_Number table. SmartLicenseProductID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 648 Tables by Group Smart_License_Product

Page 667

System The figure below illustrates tables in the System category. To see database rules for these tables, see System Tables, on page 703. Figure 23: System Tables To see database rules for these tables, see System Tables, on page 703. System Tables are listed below • Application_Event, on page 81 • AWControl, on page 99 • Config_Message_Log, on page 199 • Controller_Time, on page 207 • Event, on page 257 • ICR_Globals, on page 263 • ICR_Locks, on page 268 • Logger_Admin, on page 285 • Logger_Meters, on page 286 • Logger_Type, on page 288 • Next_Available_Number, on page 320 • Recovery, on page 367 • Region_Info, on page 371 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 649 Tables by Group System

Image 1 from page 667

Page 668

• Rename, on page 378 • Version, on page 605 User Preferences The figure below illustrates the relationships among the Uesr Preferences tables. • A single box represents a single table. • A stack of boxes represents several tables in another category of the schema. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Figure 24: User Preferences Tables To see database rules for these tables, see User Preferences Tables, on page 704. User Preferences Tables include the following: • Cfg_Mngr_App_Snapshot_State, on page 187 • Cfg_Mngr_Globals, on page 188 • Cfg_Mngr_User_Desktop_Snap, on page 189 • Cfg_Mngr_User_Menu, on page 191 • Cfg_Mngr_User_Settings, on page 192 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 650 Tables by Group User Preferences

Image 1 from page 668

Page 669

• Cfg_Mngr_View, on page 193 VRU Micro-application The figure below illustrates the relationships among the VRU Micro-Application tables. • A single box represents a single table. • A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many relationship. Figure 25: VRU Micro-application Tables For database rules, see VRU Micro-applications Tables, on page 704. VRU MicroApplication Tables are listed below: • Vru_Currency, on page 607 • Vru_Defaults, on page 608 • Vru_Locale, on page 610 Tables Reserved for Future Use Although the following tables have been added to the Unified CCE Schema, they are reserved for future use: • Application_Gateway_License • Campaign_Half_Hour • Campaign_Real_Time • Dialer Skill Group Half Hour • Dialer Skill Group Real Time • License_Definition Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 651 Tables by Group VRU Micro-application

Image 1 from page 669

Page 670

• License_Real_Time • Phone_Strategy • Phone_Strategy_Node Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 652 Tables by Group Tables Reserved for Future Use

Page 671

C H A P T E R 4 Field Values • Access Levels, on page 654 • AgentState, on page 654 • Application Gateway: Fault Tolerance, on page 655 • Client Type, on page 656 • Customer Options Type, on page 656 • Days, on page 657 • Dialed Number Map: ANIWildCardType, on page 658 • Dialer Detail: CallResult, on page 658 • Dialer Detail: CallStatusZone, on page 660 • Dialer Detail: DialingMode, on page 661 • Event Fields, on page 661 • ICR Locks Fields, on page 662 • LabelType Fields, on page 662 • Logical Interface Controller Fields, on page 663 • Network Vru Type, on page 663 • Port Status, on page 664 • Route Call Detail Fields, on page 664 • Router Error Codes, on page 666 • Object Types: Security, on page 670 • Object Types: User Variable, on page 672 • Peripheral Real Time Status Field, on page 674 • Reason Codes, on page 675 • Service Fields, on page 676 • Service Real Time: Service Mode Indicator Field, on page 677 • Survey Question (For Future Use), on page 677 • Target Types: Script Cross Reference and Scheduled Report Input, on page 678 • Termination Call Detail: Call Disposition and CallDispositionFlag Fields, on page 681 • Termination Call Detail: Peripheral Call Type, on page 690 • Trunk Type, on page 693 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 653

Image 1 from page 671

Page 672

Access Levels Several tables include an AccessLevel field that indicates the rights a user or group has to access an object or class. Meaning AccessLevelValues Read 10 Reference 20 Maintenance (create, read, update, delete) 30 AgentState The Agent Real Time, Agent Skill Group Real Time, and Agent state trace tables ( see Agent_Real_Time, on page 42, Agent_Skill_Group_Real_Time, on page 66, and Agent_State_Trace, on page 68) use the AgentState field, which indicates the agent's state. The meaning for this field varies depending on the table that uses it. Note Meaning(Agent_State_Trace) Meaning (Agent_Real_Time / Agent_Skill_Group_Real_Time) Agent State Values Logged Off Logged Off 0 Logged On Logged On 1 Not Ready Not Ready 2 Ready Ready 3 Talking Talking 4 Work Not Ready Work Not Ready 5 Work Ready Work Ready 6 Busy Other Busy Other 7 Reserved Reserved 8 Call Initiated Unknown 9 Call Held Calls On Hold 10 Active Active 11 Paused Paused 12 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 654 Field Values Access Levels

Image 1 from page 672

Page 673

Meaning(Agent_State_Trace) Meaning (Agent_Real_Time / Agent_Skill_Group_Real_Time) Agent State Values Interrupted Interrupted 13 Not Active Not Active Note Not Active is an agent state when the agent is signed into a nonvoice skill group or precision queue. This state is the equivalent of Ready for voice. 14 The Type field indicates the recurrence pattern of the schedule. Meaning Type Values Daily (the DayType field indicates which days of the week) 1 Weekly (the DayType field indicates which days of the week) 2 Biweekly (the DayType field indicates which days of the week) 3 Monthly (the Day field specifies the day of month) 4 Monthly (the DayPosition and DayType fields indicate day of the month) 5 Yearly (the month and day fields specify the day of year) 6 Yearly (the DayPosition, DayType, and Month specify the day of year) 7 Range (the starting and ending date and times specify the range) 8 Application Gateway: Fault Tolerance The Fault Tolerance field in the Application Gateway Table (see Application_Gateway, on page 84) takes these values: • 0 = none • 1 = Duplicate Request Each router will manage a connection to a different host. Each time a scripts initiates a request, both routers will ask their corresponding host. Both routers will believe the response from whichever host responds first. This method is the most reliable, but has the added expense of requiring two hosts to interface to. Even if a host (or a connection) fails, all requests will be satisfied. • 2 = Alternate Request Each router will manage a connection to a different host. The routers will take turns, sending half the requests to the host connected to side A, and the other half to the host connected to side B. If either host fails, the entire load will be directed to the surviving host. When a host (or connection) fails, some requests may be lost. This is because by the time the router can figure out that a host is not going to respond, it is too late to ask the other host and still route the call within the deadline imposed by the network Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 655 Field Values Application Gateway: Fault Tolerance

Page 674

• 3 = Hot Standby The hot standby method. Each router will manage a connection to a different host. All requests will be directed to the designated primary host. If the host (or connection) fails, all requests will be directed to the backup host. This option may also lose some requests on failures. Client Type The Client Type field in the Peripheral (see Peripheral, on page 326) and in the Routing_Client Table (see Routing_Client, on page 416) takes these values: • 13= VRU • 15= VRU Polled • 16= INCRP NIC • 30= Enterprise Agent • 43= Reserved • 47 = Media Routing Customer Options Type The Type field in the Customer Options Table (see Customer_Options, on page 208) indicates a type of option that is enabled or disabled for a customer. Meaning Type Values Allow quick-edit of Announcement node 1 Allow quick-edit of Call Type node 2 Allow quick-edit of Caller Entered Digits node 3 Allow quick-edit of Calling Line ID node 4 Allow quick-edit of Dialed Number node 5 Allow quick-edit of Goto Script node 6 Allow quick-edit of Percent Allocation node 7 Allow quick-edit of Requalify node 8 Allow quick-edit of Run VRU Script node 9 Allow quick-edit of Scheduled Select node 10 Allow quick-edit of Switch node 11 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 656 Field Values Client Type

Page 675

Meaning Type Values Allow quick-edit of Time node 12 Bill for VRU time 50 Customer billing data 51 Days Both the Admin Script Schedule Map Table (see Admin_Script_Schedule_Map, on page 14) and the Recurring Schedule Map Table use values to indicate the day of the week, day of the month, day position, and day type. Meaning Values 0x01 = Sunday 0x02 = Monday 0x04 = Tuesday 0x08 = Wednseday 0x10 = Thursday 0x20 = Friday 0x40 = Saturday Day of the Week 0 = Applies to every day 1-31 = Specifies the day of month Day of the Month 0 = First day of the type in a month 1 = Second day of the type in a month 2 = Third day of the type in a month 3 = Fourth day of the type in a month 4 = Last day of the type in a month 5 = Every day of the type in a month Day Position 0-6 = Specifies a day (Sunday through Saturday, respectively) 7 = Every day 8 = Every weekday 9 = Every weekend day Day Type Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 657 Field Values Days

Page 676

Dialed Number Map: ANIWildCardType The ANIWildCardType field in the Dialed Number Map Table (see Dialed_Number_Map, on page 217) indicates how the system software should interpret the value given in the ANIWildCard field. Meaning ANIWildCardTypeValue Unknown 0 NPA (3-digit match) 1 NPA-NXX (6-digit match) 2 Match (all digits are match) 3 Region 4 All (match all ANIs) 5 Prefix 6 If the value is 4, then the ANIWildCard value is ignored and the RegionID value is used. Note Dialer Detail: CallResult The CallResult field in the Dialer Detail (see Dialer_Detail, on page 225) can be populated with the following values: Meaning System Type Values Error condition while dialing. 2 Number reported not in service by network. 3 No ringback from network when dial attempted. 4 Operator intercept returned from network when dial attempted. 5 No dial tone when dialer port went off hook. 6 Number reported as invalid by the network. 7 Customer phone did not answer. 8 Customer phone was busy. 9 Customer answered and was connected to agent. 10 Fax machine detected. 11 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 658 Field Values Dialed Number Map: ANIWildCardType

Image 1 from page 676

Page 677

Meaning System Type Values Answering machine detected. 12 Dialer stopped dialing customer due to lack of agents or network stopped dialing before it was complete. 13 Customer requested callback. 14 Answering machine requested callback. 15 Call connected with customer was abandoned by the dialer due to lack of agents. 16 Failed to reserve agent for personal callback. 17 Agent has skipped or rejected a preview call. 18 Agent has skipped or rejected a preview call with the close option. 19 Customer has been abandoned to an IVR. 20 Customer dropped call within configured abandoned time. 21 In Unified CCE, the call result indicates an answering machine detection which did not meet termination conditions. One such example is a network voicemail message indicating a mailbox is full or not setup properly. In TDM switches, it indicates a network answering machine detection, such as a network voicemail. 22 Number successfully contacted but wrong number. (Not supported). 23 Number successfully contacted but reached the wrong person. (Not supported). 24 Dialer has flushed this record because there is a change in the skillgroup, or a change in the campaign, or there are no agents available. 25 The number was on the do not call list. 26 Call disconnected by the carrier or the network while ringing. 27 Dead air or low voice volume call. 28 Received message is not supported by voice gateway. 29 Received message is not authorized by voice gateway. 30 Invalid message received by voice gateway. 31 Call cancelled because the dialer lost connection with the Campaign Manager. 32 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 659 Field Values Dialer Detail: CallResult

Page 678

Meaning System Type Values Agent timed-out accepting preview or personal callback call. Note This Call Result is supported from 12.0 ES33 onwards. 33 Dialer Detail: CallStatusZone The CallStatusZone1 and CallStatusZone2 fields in the Dialer Detail (see Dialer_Detail, on page 225) can be populated with the following values that show the current status of the customer record for the zone. The values are: • A = Active. Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a dialer for dialing • B = A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when a regular callback (non personal callback) has been scheduled. The Callback time itself is stored in both the CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides the individual zones. • C = Closed. Record has been closed for that particular zone, so the record will not be retried again for that zone. • D=Dialed. Record has been dialed for that particular zone. • F= Fax Machine. Stored in CallStatusZoneX (1 or 2). • L = Not Allocated. Invalid number used for a Personal Callback. • J = Agent rejected (closed out the record). • M = Max Calls. The maximum number of attempts has been reached. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "M" when it has dialed the maximum times as specified in the campaign and will not be retried again. Both zones are set to "M" to indicate no further calling in either zone. • P = Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any dialing has taken place. The record remains in the pending state for a particular zone until all of the numbers specified for that zone are dialed. A pending contact which has already dialed at least once from its sequence will have at least one CallBackDateTime column filled in with a retry time. • R = Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled. The retry time itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number column CallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be retried for a variety of reasons including receiving a busy or no answer result, etc. • S = A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A record is set to "S" when it has been scheduled for a personal callback. Both zones are set to "S" to indicate that it has been moved to the personal callback list • U = Unknown. Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its status was "A" when the Campaign Manager started. If the Campaign Manager shuts down when a record is Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 660 Field Values Dialer Detail: CallStatusZone

Page 679

at a dialer, it no longer knows its status when it restarts. Therefore, it will remain in "U" state until the record is returned to it. • X = Agent not Available. For a personal callback, the agent is not available, and the reschedule mode is Abandon. (CallStatusZone1 only) Dialer Detail: DialingMode The DialingMode field in the Dialer Detail (see Dialer_Detail, on page 225) can be populated with the following values that show the campaign mode for the call. This field is NULL for Do Not Call entries. Values are: • 1 = Predictive only • 2 = Predictive blended • 3 = Preview only • 4 = Preview blended • 5 = Progressive only • 6 = Progressive blended • 7. = Direct preview only • 8. = Direct preview blended Event Fields The SystemType field in the Event (see Event, on page 257) indicates the type of system within the system software that generated the event. Meaning SystemTypeValues Unknown 0 CallRouter 1 Peripheral Gateway (PG) 2 Network Interface Controller (NIC) 3 Administration & DataServer (ADS) 4 Logger 5 Listener 6 CTI Gateway 7 Blended Agent Dialer 8 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 661 Field Values Dialer Detail: DialingMode

Page 680

If the event is generated by a PG, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0. Note ICR Locks Fields The LockType field in the ICR Locak Table (see ICR_Locks, on page 268) indicates a kind of lock. Table 495: ICR_Locks.LockType Values Meaning Value Master lock (applies to configuration data and script. 0 Configuration lock (no longer used) 1 Script Lock(applies to an individual script) 2 Application lock (no longer used) 3 If the event is generated by a PG, the Event.SystemId field indicates the specific machine. For a CallRouter or Logger, Event.SystemId is always 0. Note LabelType Fields The LabelType field in the Label Table (see Label, on page 283) indicates the type of the routing label. Meaning LabelType Values Normal 0 DNIS Override (the system software returns the specific DNIS value to be used with the label) 1 Busy (instructs the routing client to play a busy signal to caller) 2 Ring (instructs the routing client to play an unanswered ring to caller) 3 Post-Query (instructs the routing client to re-enter its call processing plan at a specific point) 4 Resource (used internally for special routing client resources, such as a network VRU) 5 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 662 Field Values ICR Locks Fields

Image 1 from page 680

Page 681

Not all label types are valid for all routing client types. Note Logical Interface Controller Fields The LogicalControllerType field uses a subset of the values for Event.SystemType listed in the following table. The ClientType field indicates the type of peripheral or routing client associated with the controller: Meaning Value Voice Response Unit (VRU) 13 Voice Response Unit (VRU), polled 15 INCRP NIC 16 Enterprise Agent 29 Network Vru Type The Type field in the Network Vru Table (see Network_Vru, on page 316) indicates the type of interface the system software uses to communicate with the VRU. Interface Type Values Normal label type and a correlation ID. 1 Normal label type and a DNIS. 2 Resource label type and a correlation ID. The routing client can automatically take back the call from the VRU when the system software returns a destination label. 3 Resource label type and a DNIS. 4 Resource label type and either a correlation ID or a DNIS. 5 No label, no correlation ID, and no DNIS (call is already at the VRU). 6 Similar to Type 3, but the system software automatically instructs the VRU to release the call when it sends a destination label to the routing client. 7 Similar to Type 2, but a Type 8 VRU is used when the Client ICM has a routing client that controls the call to the VRU. 8 Simplifies configuration requirements in Unified CVP Comprehensive Model deployments. 10 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 663 Field Values Logical Interface Controller Fields

Image 1 from page 681

Page 682

Port Status The values for the Port Status field in the Dialer_Port_Real_Time Table (see Dialer_Port_Real_Time, on page 238) are listed below: • 290 = port allocated for future dial • 300 = port released • 310 = reservation call started • 320 = agent reserved • 330 = customer call started • 340 = customer has been contacted • 350 = call transferred to agent • 360 = customer conversation complete • 370 = agent completed with call Route Call Detail Fields This section has values for three fields in the Route_Call_Detail Table (see Route_Call_Detail, on page 380): RequestType, OriginatorType, and TargetType. The RequestType field indicates the type of route request processed. Meaning Value Pre-Routing request 1 Blind transfer or network VRU 2 Announced transfer or MCI 800 call 3 Overflow 4 Re-route 5 Post-Routing request 6 The OriginatorType field indicates where the route request came from. Meaning Value Unknown 0 Trunk 1 Teleset 2 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 664 Field Values Port Status

Page 683

Meaning Value Voice Response Unit (VRU) 3 Trunk Group 4 The Route Call Detail Target Type is a numeric value representing the implementation result of the routing script. Following is a list of possible values this field (shown in terms of the value, type, and description): • 0 = resultNone Call routing ended badly. • 1= resultDefaultRouteCall routing ended using a default route. • 2= resultRouteAgentCall routing ended with a route to an agent. • 3= resultRouteService Call routing ended with a route to a service. • 4= resultRouteGroup Call routing ended with a route to a skill group. • 5= resultAnnouncementCall routing ended with an announcement. • 6= resultBusy Call routing ended in a Busy node. • 7= resultRing Call routing ended in a Ring node. • 8= resultNone Call routing ended in a Label node. • 9= resultNetworkDefault Call routing ended in a Termination node using a network default route • 10 = resultRouteServiceArray Call routing ended with a route to a service array. • 11= resultMultipleLabels Call routing ended badly. • 12 = resultScheduledTarget - Call routing ended in a Scheduled Target node(busy link functionality). • 13= resultDone Only applicable to an AdminScript that ends with no errors. • 14= resultAborted Call disconnected. • 15= = resultReleaseCall Call routing ended with a Release Call node. • 16= resultQueuedTooLong Call routing exceeded the queue limit. • 17= resultSendAgent Call routing ended with an Agent to Agent node. • 18 = resultDynamicLabelCall routing ended with a dynamic label node. • 19= resultDivertDynamicLabels Call routing ended with a divert-on-busy dynamic label. • 20= resultQueuedDialogFailure The administrator asked to fail queued calls. • 21= resultRouteAgentAndGroup Call routing ended with a route to an agent in a specified group. • 22= resultSendPQ Call routing ended with a route to a Precision Queue. • 23= resultPickPullAgent Successful pick or pull request routed to agent. • 24= resultPickPullError Unsuccessful pick or pull request. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 665 Field Values Route Call Detail Fields

Page 684

Router Error Codes The Router sets RouterErrorCode in the RCD when error conditions are detected and increments the Call_Type_Interval.ErrorCount for the current interval. A Route_Call_Detail.RouterErrorCode value of 448 is treated as an abandoned call and does not increment the Call_Type_Interval.ErrorCount. Note References in the guide to DeskLink and Enterprise Agent are specific to resources associated with a Unified CCE Peripheral. The Router Log Viewer tool provides methods for viewing the System Events that are defined in this guide. Router Log Viewer tool is an ICM Admin Workstation tool that provides a live stream of errors as they are reported by the Router. This may be utilized to capture the error conditions specified in the guide. The following defines the set of valid values for Router_Call_Detail.RouterErrorCode. Some internally used error codes are not updated in the RCD. Note • RouterErrorCode=62 This is generated when the router receives a call route request from a routing client with a dialed number that is not configured. • RouterErrorCode=63 This is generated when the router is unable to find a call type for the specified dialed number, caller-entered digits, and ANI in the route request. • RouterErrorCode=64 This is generated when there is no script scheduled to run at the current time for the identified call type and dialed number from the route request. • RouterErrorCode=65 This is generated when the script run did not yield a result due to lack route configuration for the dialed number and the associated call type. • RouterErrorCode=66 This is generated when there is no default label that is configured for the dialed number, yet the Router needed one. • RouterErrorCode=67 This is generated when there is no label that is configured for announcement for the dialed number in the Central Controller. • RouterErrorCode=68 This is generated when there is no peripheral target that is configured in the Central Controller for route with routing client. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 666 Field Values Router Error Codes

Image 1 from page 684

Page 685

• RouterErrorCode=69 This is generated when there is no valid label that is configured for the peripheral target. • RouterErrorCode=70 This is generated when of an incorrect configuration in the translation route. • RouterErrorCode=71 No peripheral target is available. • RouterErrorCode=123 This is generated when the is been configured for the translation route. • RouterErrorCode=124 This is generated when the peripheral to which a translation route is directed is not online. Translation route cannot be completed. The peripheral (ACD) is not seen by the ICM. It may be down or the Peripheral Gateway (PG) may not be able to see the peripheral due to communications problems between the ACD and the PG. • RouterErrorCode=126 This is generated when the specified ACD/IVR is not visible to the Peripheral Gateway. No call or agent state information is being received by the Router from this site. Routing to this site is impacted. • RouterErrorCode=230 This is generated when a script indicated that a busy label should be returned to the routing client for a dialed number, but no such label is configured. • RouterErrorCode=231 This is generated when a script indicated that a ring label should be returned to the routing client for the dialed number, but no such label is configured. • RouterErrorCode=232 This is generated when a script indicated that a label should be returned to the routing client for a dialed number, but no such label is configured. • RouterErrorCode=257 This is generated when there is no peripheral target available for translation route with a routing client. • RouterErrorCode=258 This is generated when there are no labels for the peripheral target and the routing client. • RouterErrorCode=274 This is generated when there are no free routes available to use for the translation route. This is typically caused either when all the routes are used for translation routing. • RouterErrorCode=433 This is generated when the router could not locate a call associated with this DialogID. • RouterErrorCode=434 This is generated when the router could not locate a valid label for the Network VRU. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 667 Field Values Router Error Codes

Page 686

• RouterErrorCode=435 This is the default error that the system uses when a specific error is not identified. • RouterErrorCode=448 This is generated when the customer disconnects the call at the routing client. This is not a routing error. • RouterErrorCode=485 This is generated when a call (dialed number) from a PG routing client claimed to be from a VRU, but the routing client's associated peripheral had no network VRU configured, so the router was unable to determine which VRU the call was from. • RouterErrorCode=486 This is generated when a call with an unknown dialed number from an NIC routing client claimed to be from a VRU, but since the dialed number was unknown, it was not possible to determine which VRU the call was from. • RouterErrorCode=487 This is generated when a call with a dialed number from an NIC routing client claimed to be from a VRU, but since the customer was unknown, it was not possible to determine which VRU the call was from. • RouterErrorCode=488 This is generated when a call with a dialed number from an NIC routing client claimed to be from a VRU, but since the customer was not configured with a Network VRU (or there is no default NetworkVRU), it was not possible to determine which VRU the call was from. • RouterErrorCode=490 This is generated when the Routing to DeskLink route fails to find an agent in the SkillGroup node. • RouterErrorCode=491 This is generated when the router attempts to send DeviceTargetPreCallInd to an unconnected peripheral. Attempt was made to route an enterprise agent call to a peripheral not currently on-line to the router. This probably indicates a configuration inconsistency. • RouterErrorCode=492 This is generated when an attempt was made to route an enterprise agent call to a peripheral not connected with the correct OPI revision. This probably indicates a configuration inconsistency. • RouterErrorCode=495 This is generated when the router attempted to send call to an agent on a peripheral who has no device target. A script attempted to send an enterprise agent call to an agent who has no device target that is assigned by the peripheral gateway. • RouterErrorCode=499 This is generated when the call on the dialed number gets stopped for exceeding the maximum queue time limit. Call was sent to the default label. • RouterErrorCode=545 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 668 Field Values Router Error Codes

Page 687

This is generated when the Router received a task request from a routing client with a dialed number that is configured with the wrong media routing domain. • RouterErrorCode=547 This is generated when a call was received from a routing client with an unknown media routing domain. This probably indicates a configuration inconsistency. • RouterErrorCode=564 This is generated when incorrect label configuration for a scheduled target in the Cisco Unified Contact Center Enterprise script. • RouterErrorCode=594 This is generated when there is no label available for the peripheral target and the routing client. • RouterErrorCode=595 This is generated when no peripheral targets for a route have valid labels for every routing client that is targeted by translation route. • RouterErrorCode=704 This is generated when the router is unable to process the pick or pull service request. These tasks typically have a Call Disposition of 66 (pick or pull request error) in the Termination_Call_Detail record for the MR PG. Consider the following list of MR Reason Codes that are suberror codes in MR PIM for this pick or pull error: Description Reason Code This is generated when there is an unsupported service request. 211 This is generated when requested MRD is not interruptible for the given service request. 212 This is generated when the agent is not a member of the specified skill group or precision queue. 213 This is generated when the Queue Type or Queue ID specified is invalid. 214 This is generated when the Dialog ID of the Pick or Pull request is invalid or not found in the CCE Router. 215 This is generated when the Agent ID specified by the Media Routing application in the Pick or Pull request is invalid. 216 This is generated when the specified agent is over their maximum task limit. 217 This is generated when the specified agent is on a PG which is not supported for the service request. 218 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 669 Field Values Router Error Codes

Page 688

Description Reason Code This is generated when an agent's state is invalid while processing a Pick or Pull request in the Router. The following conditions are included: • When the agent's state is marked as logged off or in an unknown state in the Router. • When the Agent is marked as Not Routable. • When the MRD of the task being picked or pulled is marked as 'Down' due to the Application Path Status being down for the Media Routing application. This occurs when the application is not connected to the CTI Server corresponding to the Agent PG. • When the peripheral or site is marked as closed for routing. • When the agent is not part of a Skill Group or Precision Queue associated with the MRD specified in the Pick or Pull request. • When the agent is already working on a non-interruptible MRD task and the Pick or Pull request is for another non-interruptible MRD task. CCE does not permit agents to handle multiple non-interruptible tasks across different MRDs. 219 This is generated when the MRD of the task does not match the MRD of the queue. 220 This is generated when the routing script does not find and execute a 'Pick Pull' node in the CCE script for a Pick or Pull request. 221 This is an intermittent state that occurs when the Router instructs the Media Routing application to run a script while processing a Pick or Pull request. If this state occurs consistently, verify the 'Interruptible' flag for the Network VRU script. Ensure that the script is marked as interruptible and does not execute for an extended duration in the Media Routing application. 223 This is generated when a Pick or Pull request is attempted by an agent in the Not Ready state. By default, an agent must be in the Ready state to pick or pull a task. 224 Object Types: Security Several tables related to security include an ObjectType field that indicates the type of object to which security is applied. Meaning Object Type Values Dialed Number 2000 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 670 Field Values Object Types: Security

Page 689

Meaning Object Type Values Call Type 2001 Peripheral 2002 Trunk Group 2003 Service 2004 Skill Group 2005 Agent 2006 Announcement 2007 Translation Route 2008 Label 2009 Route 2010 Script Table 2011 Business Entity 2012 Master Script 2013 Enterprise Service 2014 Enterprise Skill Group 2015 Schedule 2016 Schedule Source 2017 Agent Desk Settings 2018 Agent Team 2019 Application Gateway 2020 Enterprise Agent Group 2021 Network Trunk Group 2022 Service Array 2023 Device Target (deprecated) 2024 Logical Interface Controller 2025 User Variable 2026 User Formula 2027 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 671 Field Values Object Types: Security

Page 690

Meaning Object Type Values Schedule Report 2028 Network VRU Script 2029 Scheduled Target 2030 Network VRU 2031 Expanded Call Variable 2032 Campaign 2033 Dialer 2034 Import Rule 2035 Query Rule 2036 System 2100 Network Interface 2101 Peripheral Global 2102 Call 2103 Network/Peripheral 2104 Object Types: User Variable The ObjectType field in the User Variable Table (see User_Variable, on page 604) takes one of these values: • 0 = Unknown • 1 = Service • 2 = Skill Group • 3 = Agent • 4 = Translation Route • 5 = Agent Administration Group • 6 = Announcement • 7 = Call Type • 8 = Enterprise Service • 9 = Enterprise Skill Group • 10 = Region Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 672 Field Values Object Types: User Variable

Page 691

• 11 = Dialed Number • 12 = Logical Interface Controller • 13 = Physical Interface Controller • 14 = Peripheral • 15 = Routing Client • 16 = Trunk Group • 17 = Route • 18 = Peripheral Target • 19 = Label • 20 = Master Script • 21 = Script Table • 22 = Script Table Column • 23 = Script • 24 = Schedule • 25 = ICR View • 26 = View Column • 27 = Network Trunk Group • 28 = Service Array • 29 = Application Gateway • 30 = Device Target (deprecated) • 31 = User Variable • 32 = User Formula • 33 = Network VRU Script • 34 = Scheduled Target • 35 = Network VRU • 36 = Skill Group Member • 37 = Expanded Call Variable • 38 = Agent Team • 39 = Campaign • 40 = Dialer • 41 = Import Rule • 42 = Query Rule Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 673 Field Values Object Types: User Variable

Page 692

• 43 = Campaign Query Rule • 44 = Dialer Port Map • 45 = Message Category • 46 = Message Destination • 47 = Response Template Peripheral Real Time Status Field The Status field in the Peripheral Real Time table (see Peripheral_Real_Time, on page 335) can take these values: The current failure state of the peripheral is indicated by the status code: • 0 = normal operation. The JTAPI Subsystem must be in service and all other subsystems are in service. • 1 - 31 = failures that do not affect functionality. The JTAPI Subsystem must be in service and some other subsystems are not in service. • 32-63 = degraded operation (call routing still possible). The JTAPI Subsystem is in partial service and all other subsystems are in service. • 64 = no call processing The JTAPI Subsystem is out of service and all other subsystems are in service. • 65 - 127 = failures that prevent call routing The JTAPI Subsystem is out of service and some other subsystems are not in service. The JTAPI Subsystem reports "in service" if it can process calls and if all the configuration you specify can be initialized. It reports "out of service" if it is not configured, if the CTI Manager is down, or if all of its configuration could not be initialized. It reports "partial service" if some of its configuration could be initialize but not all of it. When we are in a range, the Unified IP IVR simply increases the status by one for each subsystem (except the JTAPI subsystem) it finds to not be in service. These values are dependant upon the peripheral connected to the PIM. All PIMs use the previously discussed status codes, with the exception of the Avaya and the Unified IP IVR PIMs. The Email and Web Manager PIM receives its Status values from the Init event and the Status event. The VRU PIM receives its status values from the Init Event, the Status Event, and Poll confirmation. • The Avaya PIM only uses four failure states: 0 = normal operation. 1 = failures that do not affect functionality. 32 = degraded operation (call routing still possible). Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 674 Field Values Peripheral Real Time Status Field

Page 693

64 = failures that prevent call routing. Reason Codes In addition to reason codes that you have defined, the Unified CCE system uses predefined Not Ready and Logout reason codes. The following tables describe these predefined Not Ready and Logout reason codes. For more information see the Cisco Unified Contact Center Enterprise Reporting User Guide. Also refer to the Reason_Code table. Predefined Not Ready Reason Code A Finesse supervisor forced an agent state change. 999 A CTI client component failed, causing the agent state to be displayed as Not Ready. This could be due to closing the agent desktop application, heartbeat timeout, or a CTI server client failure (such as Finesse). 50002 The agent's state was changed to Not Ready because the agent either answered or made a non-ACD call. 50005 When agent places call in Available state, the Unified CCE system temporarily changes the state to Not Ready with this reason code to prevent calls from routing to the agent. 50006 The agent did not receive multiple consecutive calls routed to them. The system makes the agent Not Ready automatically so that additional calls are not routed to the agent. By default, the number of consecutive calls missed before the agent is made Not Ready is 2. 50010 This reason codes applies if an agent logs onto an extension which already has a call or if the agent is on a call when the PG restarts. 51004 The agent's state was changed to Not Ready because the call fails when the agent's phone line rings busy. 50041 The agent's state was changed to Not Ready because the agent did not answer a call and the call was redirected to a different agent or skill group. 32767 The agent's state was changed to Not Ready and the agent was forcibly logged out. 20001 This is the normal logout reason code condition from Not Ready. 20002 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 675 Field Values Reason Codes

Page 694

Predefined Not Ready Reason Code If the agent is not in Not Ready state, a request is made to place the agent in Not Ready state and then a logout request is made to log the agent out. 20003 This code is reserved. Supervisor Not Ready Description Predefined Logout Reason Code The agent reinitialized due to peripheral restart. -1 The PG reset the agent, usually due to a PG failure. -2 An administrator modified the agent's extension while the agent was logged in. -3 A CTI client component failed, causing the agent state to be displayed as logged out. This could be due to closing the agent desktop application, heartbeat timeout, or a CTI client failure (such as Finesse). 50002 The agent was logged out because the Unified CM reported the agent's device as out of service. 50003 The agent was logged out due to agent inactivity as configured in agent desk settings. 50004 50020 The agent was logged out because the agent was logged into dynamic device target that was using the same dialed number (DN) as the PG static device target. Note Device target is deprecated. 50030 The mobile agent was logged out because the call failed. 50040 The mobile agent was logged out because the phone line disconnected when using nailed connection mode. 50042 Forces the logout request. 20003 A supervisor forced an agent state change to Logout. 999 Service Fields The Unified CCE software can use any of three formulas to calculate the service level for a service. The formulas differ in the way they treat calls that were abandoned before the service level threshold expired. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 676 Field Values Service Fields

Page 695

The value of the ServiceLevelType field indicates the type of service level calculation used. Meaning Value Use default value from Peripheral record. 0 Ignore Abandoned Calls. Remove the abandoned calls from the calculation. 1 Abandoned Calls have negative impact. Treat abandoned calls as though they exceeded the service level threshold. 2 Abandoned Calls have positive impact. Treat abandoned calls as though they were answered within the service level threshold. 3 Note that regardless of which calculation you choose, the system software always tracks separately the number of calls abandoned before the threshold expired. In addition to tracking the service level as calculated by the system software, the historical and real-time tables also track the service level as calculated by the peripheral. In the Peripheral (see Peripheral, on page 326), the PeripheralServiceLevelType field indicates how the peripheral itself calculates the service level. Service Real Time: Service Mode Indicator Field In the Service_Real_Time Table (see Service_Real_Time, on page 474), the ServiceModeIndicator field indicates the current mode of the service. Meaning Value Day Service 1 Night Service 2 Closed with Answer 3 Closed with No Answer 4 Transition 5 Open 6 Pilot Status Other 13 Survey Question (For Future Use) The value in the following table represents the KPI metrics used in the Survey Meaning Question Type Value Customer Satisfaction (CSAT) 1 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 677 Field Values Service Real Time: Service Mode Indicator Field

Page 696

Meaning Question Type Value Customer Effort (CES) 2 Net Promoter Score (NPS) 3 Target Types: Script Cross Reference and Scheduled Report Input For the Script Cross Reference table (see Script_Cross_Reference, on page 443) the TargetType field indicates the type of object referenced by the script. That is, it indicates the table referenced by the Script_Cross_Reference.ForeignKey field. For the Scheduled Report Input table (see Schedule_Report_Input, on page 437), the Target Type is a unique identifier for the report input row. Meaning Target Type Values Unknown 0 Service 1 Skill Group 2 Agent 3 Translation Route 4 Agent Administration Group 5 Announcement 6 Call Type 7 Enterprise Service 8 Enterprise Skill Group 9 Region 10 Dialed Number 11 Logical Interface Controller 12 Physical Interface Controller 13 Peripheral 14 Routing Client 15 Trunk Group 16 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 678 Field Values Target Types: Script Cross Reference and Scheduled Report Input

Page 697

Meaning Target Type Values Route 17 Peripheral Target 18 Label 19 Master Script 20 Script Table 21 Script Table Column 22 Script 23 Schedule 24 ICR View 25 View Column 26 Network Trunk Group 27 Service Array 28 Application Gateway 29 Device Target (deprecated) 30 User Variable 31 User Formula 32 Network VRU Script 33 Scheduled Target 34 Network VRU 35 Skill Group Member 36 Expanded Call Variable 37 Agent Team 38 Campaign 39 Dialer 40 Import Rule 41 Query Rule 42 Campaign Query Rule 43 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 679 Field Values Target Types: Script Cross Reference and Scheduled Report Input

Page 698

Meaning Target Type Values Dialer Port Map 44 Message Category 45 Message Destination 46 Response Template 47 Enterprise Route 48 Person 49 Media Routing Domain Member 50 Media Routing Domain 51 Application Path 52 Peripheral MRD 53 Script Queue Meters 54 Campaign Target Sequence 55 Microapp Defaults 56 Microapp Currency 57 Microapp Locale 58 Object Call 59 Dialer Skill Group 60 ECC Payload 61 Call Type Skill Group 62 Translation Route Meters 63 Attribute 64 Precision Queue 65 Precision Queue Step 66 Precision Queue Term 67 Precision Queue Step Member 68 Attribute Set 69 Attribute Set Member 70 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 680 Field Values Target Types: Script Cross Reference and Scheduled Report Input

Page 699

Meaning Target Type Values Precision Queue Member 71 Congestion Control 72 Precision Queue Step Meter 73 Contact Share Group 80 Machine Address 81 Machine Host 82 Machine Service 83 Department 84 Contact Share Rule 85 Contact Share Queue 86 Business Hours 87 Business Hours Weekday 88 Business Hours Special Day 89 Business Hours Calendar 90 Business Hours Reason 91 Time Zone Location 92 The Script_Cross_Reference.LocalID field indicates the script object that references the target. The Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced. TerminationCallDetail:CallDispositionandCallDispositionFlag Fields The Termination Call Detail Table (see Termination_Call_Detail, on page 566) has two fields that provide details on why the call was considered handled, abandoned, and so forth. The Call Disposition field gives the final disposition of call (or how the call terminated). • 1 = Abandoned in Network In Unified ICM, indicates the call was abandoned, or dropped, before being terminated at a target device (for instance, an ACD, IVR, Desklink, etc.). In Unified CCE, indicates that the call was routed to an agent but it never arrived or arrived after the PIM reservation timed-out. (The default timeout is 30 seconds.) An agent will be set to Not Ready if it Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 681 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Page 700

misses two consecutive routed calls, Peripheral Call Type will usually be two, and the Call Type ID and Network Target ID will be filled in. In Outbound Option, this result code indicates customer phone not in service. • 2 = Abandoned in Local Queue In Unified ICM, indicates the call was abandoned in the ACD queue while queued to an ACD answering resources (for instance, a skill group, voice port, trunk, etc.) In Unified CCE. Indicates that VRU Peripheral call was abandoned while in the queue (only for VRU LEG call type). VRU Service Control Queue Reporting has to be enabled. Note In Outbound Option, this result code indicates an outbound call was abandoned either by the customer or dialer. • 3 = Abandoned Ring In Unified ICM, indicates the call was abandoned while ringing at a device. For example, the caller did not wait for the call to be answered but disconnected while the call was ringing. In Unified CCE, indicates that the caller disconnected while phone was ringing at the agent desktop. • 4 = Abandoned Delay In Unified ICM, indicates the call was abandoned without having been answered but not while ringing or in a queue. Typically, a call marked Abandoned Delay was delayed due to switch processing. Because of the delay, the caller ended up dropping the call before it could be answered. In Unified CCE, indicates that the destination was not connected when the call terminated. This might mean that: • The agent logged out • The agent picked up the phone and then disconnected without dialing digits. • Route requests were logged on the Cisco Communication Manager PG that were not immediately redirected to an agent. • 5 = Abandoned Interflow In Unified ICM, indicates an interflow call that dropped before the call could be handled by an answering resource. Interflow calls are calls between ACDs. Abandoned Interflow is supported only by PIMs that track interflow calls. Does not apply to Unified CCE. • 6 = Abandoned Agent Terminal In Unified ICM, indicates the call was dropped while being held at an agent device. For example, the caller is connected to an agent; the agent puts the caller on hold; the caller gets tired of waiting and disconnects the call. In Unified CCE, indicates that the caller disconnected while on hold on the Unified CM PG, which generally indicates a training issue for the agent. On the VRU PG with Service Control Queue reporting checked, this usually indicates caller abandoned.. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 682 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Image 1 from page 700

Page 701

• 7 = Short In Unified ICM, indicates the call was abandoned before reaching the abandoned call wait time. Short calls are technically abandoned calls, but they are not counted in the Unified ICM CallsAbandoned counts for the associated service/route. Short calls are, however, counted as offered calls in the CallsOffered and ShortCall counts. When the short call abandon timer is configured, single step transfers (local transfers), being blind transfers by definition, have a Call Disposition of 7 (short call abandon) and a Peripheral Call Type of 4 (transfer) Note Also applies to Unified CCE. In addition, route requests would be counted as short calls if so configured. • 8 = Busy Not used in Unified ICM. Does not apply to Unified CCE. In Outbound Option, this result code indicates an outbound call resulted in a busy signal. • 9 = Forced Busy The call was made busy by the ACD because there were no answering resources available to handle the call. Currently, only the Avaya Aura PIM supports Forced Busy. Does not apply to Unified CCE. • 10 = Disconnect/drop no answer Only the Meridian PIMs support the disconnect/drop no answer call disposition. For the Meridian ACD, disconnect/drop no answer indicates that the ACD performed a "forced disconnect" .Disconnect/drop no answer calls are counted as either abandoned or short calls in the system software's service and route tables. In Unified CCE, indicates that an agent-initiated call was not answered. (If agent picked up the phone but did not dial any digits, the CallDisposition would be 4, Abandoned Delay.) • 11 = Disconnect/drop busy Does not apply to Unified CCE. • 12 = Disconnect/drop reorder Does not apply to Unified CCE. • 13 = Disconnect/drop handled primary route In Unified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred. These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables. In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PG and handled without a transfer or conference. This call disposition is also used for non-routed calls handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by the VRU. However, it does not indicate if the caller abandoned or disconnected the call after the call was handled by the VRU. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 683 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Image 1 from page 701

Page 702

Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields indicate that the caller abandoned the call when the call was at the VRU. • 14 = Disconnect/drop handled other In Unified ICM and Unified CCE, indicates the call was handled by a non-agent or unmonitored device (for example, a voice mail system). These calls are counted as handled calls in Unified ICM schema's service, route, and skill group tables. • 15 = Redirected / Rejected In Unified ICM, this indicates the call was redirected such that the PIM no longer can receive events for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example, the call might have been redirected to a non-Unified ICM monitored device and then returned to the switch with a different call ID. The Unified ICM generates the Termination Call Detail record with only the data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in the Unified ICM service and route tables. In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead of 4 (Abandon Delay) when: • A call leaves a CTI route point to be sent to an IVR. • An agent transfers the call to another skillgroup and no agent is available, so the call is sent to an IVR. For non-voice tasks, if an assigned agent has not started working on a task within a specified threshold, the application may redirect the task to another queue or agent, marking the task as redirected. • 16 = Cut Through Not currently used. • 17 = Intraflow Not currently used. • 18 = Interflow Not currently used. • 19 = Ring No Answer Not currently used in Unified ICM. In Unified CCE, this indicates the call wasn't answered by the agent within the Ring No Answer Time (set in the agent desktop setting in Unified ICM Configuration) or that the call was pulled back because of no answer as a result of CVP's RNA timeout expiring. For nonvoice tasks, this indicates a RONA condition. The task was not accepted within the MRD TaskStartTimeout. In Outbound Option, this result code indicates an outbound call was not answered in the alloted time. • 20 = Intercept reorder Does not apply to Unified CCE. In Outbound Option, this result code indicates the Dialer did not receive a ring back from the ACD on the network. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 684 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Page 703

• 21 = Intercept denial Does not apply to Unified CCE. In Outbound Option, this result code indicates the customer call was intercepted by the operator. • 22 = Time Out Supported only by the Avaya ACD Manager PIM. Time out indicates that for an unknown reason the PIM is no longer receiving events for the call. The Time Out call disposition provides a way to "clean up" the call since events for the call can no longer be monitored. Time out calls are counted as TerminatedOther in the Unified ICM service and route tables. Does not apply to Unified CCE. In Outbound Option, this result code indicates the Dialer is unable to detect a dial tone. • 23 = Voice Energy Not currently used in Unified ICM. In Unified CCE, this indicates the outbound call was picked up by a person or an answering machine. In Outbound Option, this result code indicates the outbound call was picked up by a person. • 24 = Non-classified Energy Detected Not currently used in Unified ICM. In Outbound Option, this result code indicates the outbound call reached a FAX machine. • 25 = No Cut Through Not currently used. • 26 = U-Abort In the Unified ICM, this indicates the call ended abnormally. In Unified CCE, the Unified CM indicated the call ended due to one of the following reasons: network congestion, network not obtainable, or resource not available. Such reasons may be due to errors in media set up. In Outbound Option, this result code indicates the outbound call was stopped before the customer picked up. • 27 = Failed Software In Unified ICM, either the PIM detected an error condition or an event did not occur for a call for an extended period of time. For example, an inbound call with Call ID 1 and associated with Trunk 1 might be marked failed if the PIM received a different call ID associated with Trunk 1. This would indicate a missing Disconnect event for Call ID 1. If no events are being tracked for the call, the call is eventually timed out. The failed call is marked as a Forced Closed call in the Unified ICM Service and Route tables. In Unified CCE, generally indicates that Unified CM PG terminated the call because it had exceeded the time allowed for this state. (The default is 1 hour in the NULL state when agent has been removed, and 8 hours in the connected state. The value is configurable.) • 28 = Blind Transfer Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 685 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Page 704

In the Unified ICM, a transfer scenario involves a primary call and a secondary call. If the secondary call is transferred to a queue or another non-connected device, then the primary call (the one being transferred) is set to Blind Transfer. In Unified CCE (Unified CM PG), this indicates that the call was transferred before the destination answered. For Unified ICM (VRU PG), this indicates that the IVR indicated the call was successfully redirected. • 29 = Announced Transfer In Unified ICM andUnified CCE, a transfer scenario involves a primary call and a secondary call. If the secondary call is connected to another answering device, or is put on hold at the device, then the primary call (the call being transferred) is marked as Announced Transfer. • 30 = Conferenced In Unified ICM and Unified CCE, the call was terminated (dropped out of the conference). Conference time is tracked in the system software's Skill Group tables for the skill group that initiated the conference. • 31 = Duplicate Transfer Does not apply to Unified CCE. • 32 = Unmonitored Device Not currently used. • 33 = Answering Machine In Unified ICM, this indicates the call was answered by an answering machine. Does not apply to Unified CCE. In Outbound Option, indicates the call was picked up by an answering machine. • 34 = Network Blind Transfer In Unified ICM, indicates the call was transferred by the network to a different peripheral. Does not apply to Unified CCE unless there is an ISN installation. • 35 = Task Abandoned in Router The NewTask dialogue associated with the task was terminated before the Router could send a DoThisWithTask message to the application instance that issued the NewTask. • 36 = Task Abandoned Before Offered This disposition is deprecated beginning in the 11.5(1) release. Nonvoice tasks that RONA increment disposition 19 instead of 36. • 37 = Task Abandoned While Offered This disposition is only defined for multi-session chat tasks. A task is given this disposition if an agent who is working on one chat session is assigned another chat session, and the customer involved in the new chat session disconnects before the agent begins chatting with the customer. • 38 = Normal End Task The task was handled by an agent. Only applies to non-voice tasks. • 39 = Can't Obtain Task ID Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 686 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Page 705

When an application sends the system software an Offer Application Task or Start Application Task request, it waits for the Unified ICM to send a response containing that Task ID that Unified ICM has assigned to the task. If OPC is unable to obtain a task ID from the Router (because the Router is down, or the network connection between OPC and the Router is down), OPC will terminate the task with disposition 39 "Can't Obtain Task ID". • 40 = Agent Logged Out During Task The agent logged out of an MRD without terminating the task. • 41 = Maximum Task Lifetime Exceeded The system software did not receive an End Task message for this task within the maximum task lifetime of the MRD with which the task is associated. • 42 = Application Path Went Down The Task Life timed out while the system software was attempting to communicate with the application instance associated with the task. (This might have occurred either because the application instance was down, or the network connection between Unified ICM and the application instance was down.) • 43 = Unified ICM Routing Complete Not currently used. • 44 = Unified ICM Routing Disabled Not currently used. • 45 = Application Invalid MRD ID Not currently used. • 46 = Application Invalid Dialog ID Not currently used. • 47 = Application Duplicate Dialogue ID Not currently used. • 48 = Application Invalid Invoke ID Not currently used. • 49 = Application Invalid Script Selector The task was rejected because of an invalid Script Selector in the Task Routing request. • 50 = Application Terminate Dialogue Not currently used. • 51 = Task Ended During Application Init The application instance notified the system software that a task that existed prior to the loss of connection was not initialized by the application once connection was restored. • 52 = Called Party Disconnected. CD 52 expected when called party disconnects, with CVP being the routing client. • 53 = Partial call Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 687 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Page 706

This code simplifies the process of distinguishing interim from final TCD records at reporting or extract time. Records that contain this CallDisposition code are considered interim records. OPC will be changed to set a new "PartialCall" EventCause when it receives a GEO_NewTransaction_Ind message from any PIM, and OPC's EventCauseToDisposition() needs to translate that EventCause to the new "PartialCall" CallDisposition. • 54 = Drop Network Consult A Network Consult was established, and the agent then reconnected. The consult leg would have this disposition for a successful single step transfer. Note • 55 = Network Consult Transfer The Network Consult was established, and then the transfer was completed. • 57 = Abandon Network Consult The Network Consult was never established (ringing, but not answered), and the agent gives up and reconnects. This disposition will also be reported on a consult leg for a successful network consult transfer. Note • 58 = Router Requery Before Answer Router Received a Requery Event from CVP before the Agent PG indicated the call was answered by an agent. • 59 = Router Requery After Answer Router Received a Requery Event from CVP after the Agent PG indicated the call was answered by an agent. • 60 = Network Error Router received a network error for a call targeting an agent before the call arrived to the agent. This is set at peripheral for any network error caused during call handling and when no requery event is received from CVP. In such cases, the call is terminated without redirecting the call to another agent. • 61 = Network Error Before Answer Router received a network error event from CVP before the Agent PG indicated the call was answered by an agent. In such cases, the call is terminated without redirecting the call to another agent. • 62 = Network Error After Answer Router received a network error event from CVP after the Agent PG indicated the call was answered by an agent. In such cases, the call is terminated without redirecting the call to another agent. • 63 = Task Transfer Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 688 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Image 1 from page 706

Page 707

The task was transferred. The initiating application sent a new task request to CCE for routing that includes the task id of the first task. • 64 = Application Disconnected Used for single ApplicationPath failures, for ApplicationInstances supporting multiple Client Connections using the same ApplicationPath (UQ.Path). In this case the Application Path is not considered down, because the other client instance of the Application is still connected. This occurs when a TaskLive timeout occurs or and agent logs in again to the ApplicationPath. • 65 = Task Transferred on Agent Logout The agent logged out of the MRD with an active task, and the task was transferred. • 66 = Pick / Pull Request Error The pick or pull request failed. • 67=Invalid Media Resource ID Task is closed. It is closed as it is not loaded in the desktop due to a problem with the external application or an incorrect/missing ID that is used to load the task • 68 = Requery Network Error The router receives a network error for a call routed to an agent before the call reaches the agent. Additionally, call is automatically requeried and redirected to another agent. This is applicable only when Requery is enabled. • 69 = Requery Network Error Before Answer The router receives a network error event from CVP before the Agent PG confirms that the call was answered by an agent. This is applicable only when Requery is enabled. • 70 = Requery Network Error After Answer The router receives a network error event from CVP after the Agent PG confirms that the call was answered by an agent. This is applicable only when Requery is enabled. The CallDispositionFlag field provides detail on the call disposition. Flags are: • DBCDF_HANDLED = 1 • DBCDF_ABANDONED = 2 • DBCDF_SHORT = 3 • DBCDF_ERROR = 4 • DBCDF_REDIRECTED = 5 • DBCDF_REQUERY = 6 • DBCDF_INCOMPLETE = 7 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 689 Field Values Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Page 708

Termination Call Detail: Peripheral Call Type The PeripheralCallType field in the Termination Call Detail Table (see Termination_Call_Detail, on page 566) offers information about the type of the call as reported by the peripheral. Valid settings for this field are: • 1 = ACD In In Unified ICM (VRU PG), all calls are of this type. In Unified CCE (Unified CM PG), generally indicates that this is a post-route request. • 2 = Pre-Route ACD In In Unified CCE, indicates call was routed to this destination so the Unified CM PG has routing information to associate with the call (router call key, call context). • 3 = Pre-Route Direct Agent Does not apply to Unified CCE. • 4 = Transfer In In Unified CCE, indicates the call was transferred from another agent or device. The name value is misleading because it is used for calls transferred in or out. • 5 = Overflow In Does not apply to Unified CCE. • 6 = Other In In Unified CCE, used for inbound calls that do not have route information/call context associated. Applies to a call coming from an agent from the same peripheral. • 7 = Auto Out In Outbound option, indicates a Predictive /Progressive customer call. • 8 = Agent Out Does not apply to Unified CCE. • 9 = Out In Unified CCE, indicates call was placed outside the Unified CM cluster after a CSTA_NETWORK_REACHED event was received. • 10 = Agent Inside • 11 = Offered Does not apply to Unified CCE. • 12 = Consult • 13 = Consult Offered • 14 = Consult Conference Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 690 Field Values Termination Call Detail: Peripheral Call Type

Page 709

Does not apply to Unified CCE. • 15 = Conference , Supervisor Barge In Supervisor Barge In is specified as returning a PeripheralCallType of 23, but currently returns 15, Conference, in the Termination Call Detail Table. Note • 16 = Unmonitored Does not apply to Unified CCE. • 17 = Preview In Outbound Option indicates a Preview/Callback customer call. • 18 = Reserved In Outbound Option indicates a Reservation call. • 19 = Supervisor Assist • 20 = Emergency Call • 21 = Supervisor Monitor • 22 = Supervisor Whisper Does not apply to Unified CCE. • Supervisor Barge In Supervisor Barge In is specified as returning a PeripheralCallType of 23, but currently returns 15, Conference, in the Termination Call Detail Table. Note • 24 = Supervisor Intercept • 25 = Task Routed by Unified CCE Call type for nonvoice tasks routed by Unified CCE. • 26 = Task Started by Application Instance Call type for nonvoice tasks started by an agent or application. • 27 = Reservation Preview Call type for Outbound Option Reservation calls for Preview mode. • 28 = Reservation Preview Direct Call type for Outbound Option Reservation calls for Direct Preview mode. • 29 = Reservation Predictive Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode. • 30 = Reservation Callback Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 691 Field Values Termination Call Detail: Peripheral Call Type

Image 1 from page 709

Page 710

Call type for Outbound Option Reservation calls for Callback calls. • 31 = Reservation Personal Callback Call type for Outbound Option Reservation calls for Personal Callback calls. • 32 = Customer Preview Call type for Outbound Option Customer calls for Preview mode. • 33 = Customer Preview Direct Call type for Outbound Option Customer calls for Direct Preview mode. • 34 = Customer Predictive Call type for Outbound Option Customer calls for Predictive mode and Progressive mode for agent-based campaigns. • 35 = Customer Callback Call type for Outbound Option Customer calls for callback calls. • 36 = Customer Personal Callback Call type for Outbound Option Customer calls for personal callback calls. • 37 = Customer IVR Call type for Outbound Option Customer calls for Transfer to IVR campaigns. • 38 = Non-ACD Call Call type for Multi-Line Agent. Agent placed or received a call on a secondary extension. In an agent to agent call that includes both an ACD line and a non-ACD line, the ACD line attributes take precedence. • 39 = Play Agent Greeting Route request to play an Agent Greeting. • 40 = Record Agent Greeting Agent call for recording an Agent Greeting. • 41 = Voice Callback Agent call for outbound Voice Callback. • 42 = Switch Leg Switch Leg for VRU Peripheral call. Identifies the switch leg of the call at CVP, deployed as a Type 10 VRU. Note • 43 = VRU Leg VRU Leg for VRU Peripheral call. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 692 Field Values Termination Call Detail: Peripheral Call Type

Image 1 from page 710

Page 711

Identifies the VRU leg of the call at CVP, deployed as a Type 10 VRU. (This is only classified as VRU leg, if Queue Reporting has been enabled for the corresponding VRU PG, using Peripheral Gateway Setup). If enabled, calls abandoned in queue will have an Abandoned call disposition for the VRU leg of the call, instead of a Handled call disposition, which helps in identifying individual calls that were abandoned while being queued at CVP. The abandoned call disposition is restricted to only queued calls, and not to Self-service calls. Note • 44 = Pick Request Pick request from a non-Voice queue. • 45 = Pull Request Pull request from a non-Voice queue. Trunk Type The Type field in the Trunk Table (see Trunk, on page 590) allows these values to indicate the type of trunk: • 1 = Local C.O. • 2 = Foreign Exchange • 3 = WATS • 4 = DID/DNIS • 5 = PRI • 6 = Tie Line • 7 = Interflow Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 693 Field Values Trunk Type

Image 1 from page 711

Page 712

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 694 Field Values Trunk Type

Page 713

C H A P T E R 5 Database Rules • Blended Agent Tables (Outbound Option), on page 695 • Business Hours Tables, on page 697 • Contact Sharing Tables, on page 697 • CX Survey_Table (For Future Use), on page 697 • Device Tables, on page 698 • Enterprise Tables, on page 699 • Media Routing Tables, on page 699 • Route Tables, on page 700 • Schedule Tables, on page 700 • Script Tables, on page 701 • Security Tables, on page 702 • Skill Target Tables, on page 702 • System Tables, on page 703 • User Preferences Tables, on page 704 • VRU Micro-applications Tables, on page 704 Blended Agent Tables (Outbound Option) To see a list and an illustration of the Blended Options tables, see Blended Agent (Outbound Option), on page 616. With the optional Outbound Option feature, you can configure a contact center for automated inbound and outbound calling activities. The Blended Agent Options (see Blended_Agent_Options, on page 100) contains all options that are global to a Blended Agent deployment, such as time parameters for calling a contact. Campaign and Query Rules A campaign delivers outgoing calls to agents for a specific purpose or goal. The goal might be to send a particular message (for example, to invite current clients to take advantage of a new service) or make a particular query (for example, to inquire about an account). A query rule is a SQL filter function that selects contact records and associates those records with a campaign. Contact records are selected from import lists you provide to the Blended Agent software. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 695

Image 1 from page 713

Page 714

The Campaign (see Campaign, on page 156) contains information for all the campaigns defined in a Outbound Option implementation. (There is a single row for every configured campaign.) The Campaign Half Hour (see Campaign_Half_Hour, on page 165) provides historical reporting for campaign attributes. The Campaign Query Rule (see Campaign_Query_Rule, on page 166) is a cross-reference table between the Campaign table and the Query Rule Table. The Campaign Skill Group (see Campaign_Skill_Group, on page 184) is a cross-reference table between Campaign table and the Skill Groups table. It defines the association between skill groups and campaigns. The Campaign Target Sequence (see Campaign_Target_Sequence, on page 186) contains the target type and sequence with which numbers are dialed within a campaign. The Campaign Query Rule Real Time (see Campaign_Query_Rule_Real_Time, on page 175) and Campaign Query Rule Half Hour (see Campaign_Query_Rule_Half_Hour, on page 169) provide statistics on particular Campaign-Query Rule combinations. The Query Rule Clause (see Query_Rule_Clause, on page 364) contains the SQL rules associated with each query rule. There is a single row for each configured query rule. The Query Rule (see Query_Rule, on page 362) is a cross-reference table between Query Rule Clause table and the Import Rule table. Import Rules An import rule defines how Blended Agent imports data from an import list into a contact table. The information in the contact table can then be used to build a dialing list. An import list is a raw set of customer contacts (in text file format) that can be imported into a contact table and used to build a dialing list. The import list may also be referred to as an import file or a contact file. The import list is associated with a particular campaign and query rule. The Import Rule (see Import_Rule, on page 274) contains a list of all the import rules and their associated import lists. The Import Rule Real Time (see Import_Rule_Real_Time, on page 281) and the Import Rule History (see Import_Rule_History, on page 280) contain statistics on the Outbound Option imports and the success rate of the imports. The Import Rule Clause (see Import_Rule_Clause, on page 278) defines the portions of an import list to be imported by the Blended Agent Import Rule process. Dialers The dialer is is used in Outbound Option to define the relationship between skill groups, the ACDs to which they are connected, and the ports on a dialer board. The settings you assign to the dialer control how it handles dialing from your location and how it responds to answering machines or human voices. Several database tables control dialer configuration and record statistics. The Dialer (see Dialer, on page 220) contains configuration information for each dialer in a Outbound Option implementation. The Dialer Port Map (see Dialer_Port_Map, on page 237) maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping to dialer ports. Two reporting tables, Dialer Real Time (see Dialer_Real_Time, on page 240) and Dialer Half Hour (see Dialer_Half_Hour, on page 231) provide statistics for reporting on dialer implementation. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 696 Database Rules Blended Agent Tables (Outbound Option)

Page 715

Two reporting tables, Dialer Skill Group Real Time (see Dialer_Skill_Group_Real_Time, on page 247) and Dialer Skill Group Half Hour (see Dialer_Skill_Group_Half_Hour, on page 244) provide reports on campaigns running on a dialer. The Dialer Detail (see Dialer_Detail, on page 225) is a historical table that saves the detailed dialer records that allow enhanced troubleshooting and tracking of dialer attempts, agent-skipped calls, and termination codes. Business Hours Tables To see a list and an illustration of the Business Hour tables, see Business Hours, on page 617. Business_Hours, on page 108 contains one entry for each business hour and maps to business hour reason, time zone, and department. Business_Hours_Real_Time, on page 110 maps to business hours. Business_Hours_Reason, on page 111 contains one entry for each business reason. Special_Day_Schedule, on page 554 contains one entry for each special day schedule and maps to business hour and business reason. Time_Zone_Location, on page 586 contains time zones from the system and maps to business hour. Week_Day_Schedule, on page 612contains one entry each for weekday schedule and maps to business hour. Contact Sharing Tables The following Contact Share information is not supported in 15.0(1) release. Note A Contact Share Group (see the Contact_Share_Group, on page 203) applies to a group of contact share precision queues and/or skill groups. Each Contact Share Group Member (see the Contact_Share_Group_Member, on page 204) contains one or more contact share queues. Each Contact Share Queue (see the Contact_Share_Queue, on page 205) maps to either a skill group or a precision queue using a TargetQueueID. A Contact Share Rule (see the Contact_Share_Rule, on page 206) applies for all contact share precision queues or skill groups within a contact share group. CX Survey_Table (For Future Use) Survey_Question (For Future Use), on page 556 contains one entry per question for each survey type. Call_Type, on page 112 contains new columns which maps to surveyID. one calltype can map to one surveyID. Survey_Result (For Future Use), on page 558 contains response for each question type per survey and maps to surveyID and question type. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 697 Database Rules Business Hours Tables

Image 1 from page 715

Page 716

Device Tables To see a list and an illustration of the Device tables, see Device, on page 618. A Logical Interface Controller (see Logical_Interface_Controller, on page 288) is either a Peripheral Gateway (PG) or a Network Interface Controller (NIC) . Each logical interface controller maps to a Physical Interface Controller (see Physical_Interface_Controller, on page 344). If NICs are duplexed, each NIC in the duplexed pair maps to a separate Physical Interface Controller. A duplexed pair of PGs share a single Physical Interface Controller. A Routing Client (see Routing_Client, on page 416) is a service, such as a switch within a private network. If a logical interface controller is a NIC, it has one or more associated routing clients. If a logical interface controller is a PG, it may have one or more associated routing clients (if peripherals managed by the PG support Post-Routing) Each routing client may have one or more associated Dial Number Plans (see Dial_Number_Plan, on page 219). A Peripheral (see Peripheral, on page 326) is an ACD, PBX, or VRU . Each peripheral is associated with a Peripheral Gateway. Trunks Each peripheral has one or more Trunk Groups (see Trunk_Group, on page 591). The public telephone network may group trunks differently, so each PG may have one or more Network Trunk Groups (see Network_Trunk_Group, on page 311). Each Trunk Group contains one or more Trunks. Each trunk belongs to one trunk group. Statistics At Five-Minute intervals status information is produced for each Routing Client (see Routing_Client, on page 416). Statistics are produced for each Trunk Group in Real-Time, at Five-Minute intervals, and every Half-hour. Statistics are also produced for each Network Trunk Group in Real-Time and at Half-hour intervals. Each Peripheral can have a Default Route (see Route, on page 379) that is used to account for calls at the peripheral that are not associated with any other route. Real-time statistics are generated for each Peripheral. For some peripheral types, you must specify what entities to collect data for by including them in the Peripheral Monitor (see Peripheral_Monitor, on page 333). Multiple PIM Types The Unified ICM PG can support multiple device types (for example, ACDs and VRUs). Each device type requires a separate Peripheral Interface Manager (PIM). In cases where ACD and VRU PIMs are controlled by the same PG, you must specify how VRU ports map to ACD ports or trunks. Service Level Threshold The Service Level Threshold (see Service_Level_Threshold, on page 472) contains information on how the system software calculates the service level. Each row defines the service level threshold default values for a particular Peripheral-Media Routing Domain pair. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 698 Database Rules Device Tables

Page 717

Enterprise Tables To see an illustration and a list of the Enterprise tables, see Enterprise, on page 621. Each Route (see Route, on page 379) can belong to one or more Enterprise Routes (see Enterprise_Route, on page 251). The Enterprise Route Member (see Enterprise_Route_Member, on page 252) maps Routes to Enterprise Routes. Each Skill Group (see Skill_Group, on page 493) can belong to one or more Enterprise Skill Groups (see Enterprise_Skill_Group, on page 255). The Enterprise Skill Group Member (see Enterprise_Skill_Group_Member, on page 256) maps Skill Groups to Enterprise Skill Groups. Each Service (see Service, on page 452) can belong to one or more Enterprise Services (see Enterprise_Service, on page 253). The Enterprise Service Member (see Enterprise_Service_Member, on page 254) maps services to enterprise services. Each Peripheral Gateway (PG) can have one or more associated Service Arrays (see Service_Array, on page 455). Each Service Array (see ) Service_Array, on page 455 contains one or more Services (see Service, on page 452); but all services in an array must be from peripherals associated with the same PG. The Service Array Member (see Service_Array_Member, on page 457) maps Services (see Service, on page 452) to Service Arrays. Media Routing Tables To see an illustration and a list of the Media Routing tables, see Media Routing, on page 623. Application_Instance, on page 91 contains configuration data about external application instances. The data in this table enables the system software to identify application instances and grant them access to the Configuration Management Service (CMS). Application_Path, on page 92 defines a path from a registered application instances to a CTI Server. Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the system software. Application_Path_Real_Time, on page 94 provides real-time status and connection data for application paths. Application_Path_Member, on page 94 defines the Media Routing Domains (MRDs) that use a particular application path. Media Class is a combination or single instance of physical media that are to be treated as a single concept by Unified CCE software. Media_Class, on page 304 defines a type of media class. This table is populated initially with default media classes. Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a common communication medium. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 699 Database Rules Enterprise Tables

Page 718

Media_Routing_Domain, on page 305 describes a single implementation of a media class. For example, a media class such as Cisco single-session chat might have one or more Media Routing Domains (MRDs) defined. These MRDs would all be of the same media class. However, they might be on different servers or handle slightly different types of requests. Route Tables To see an illustration and a list of all tables in the Route category, see Route, on page 625. Unified CCE selects a Route (see Route, on page 379) for each call. The route specifies a service for the call and a skill target to handle the call. A skill target is a service, skill group, agent, or translation route. The Network Target (see Network_Target, on page 310) specifies a destination for a call. A network target can be an Announcement (see Announcement, on page 80), a Peripheral Target (see Peripheral_Target, on page 341) or a Scheduled Target (see Scheduled_Target, on page 439). A peripheral target is a trunk group on which to deliver the call and a DNIS value to send with it. A scheduled target is a destination for which the Unified CCE knows only the number of scheduled resources and the number of calls in progress. For each scheduled target, the Unified CCE maintains Scheduled Target Real Time data. The routing client presents the Unified CCE with a Dialed Number (see Dialed_Number, on page 215). A dialed number can be an 800 number such as 800-555-1234, or a string such as "RTE.007." Each Dialed Number can have a default route. A route is associated with one or more Network Targets. The network target has one or more associated Labels. A label is the string that is passed back to the network to indicate the appropriate target. The Dialed Number Label (see Dialed_Number_Label, on page 217) indicates which labels are valid for each dialed number (or you can choose to make all labels valid for a routing client valid for all of that routing client's dialed numbers). For each route, statistics are produced in Real Time, every Five Minutes, and every Half-hour. A Route Call Detail (see Route_Call_Detail, on page 380) record is produced immediately after the Unified CCE determines a route. This records information about the request and the route determined by the Unified CCE. A Termination Call Detail (see Termination_Call_Detail, on page 566) record is produced at the end of each call. Data for this record comes from the Peripheral Gateway. It provides information about how the call was handled at the peripheral. The Route Call Detail and Termination Call Detail are linked by the Day and RouterCallKey fields. A script may direct a call to a Network VRU (see Network_Vru, on page 316) associated with the routing client. The script returns a label to the routing client. It may also specify a Network Vru Script (see Network_Vru_Script, on page 318) to be run by the VRU. Schedule Tables To see an illustration and a list of all tables in the Schedule category, see Schedule, on page 628. With the optional Schedule Import feature, you can import schedules for each agent, skill group, and service from a workforce management system. Schedule, on page 428 contains one entry for each schedule. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 700 Database Rules Route Tables

Page 719

Schedule_Import, on page 430 contains the actual scheduling data for various time periods. Schedule_Import_Real_Time, on page 432 contains the scheduling data that is currently in effect. Schedule_Source, on page 438 indicates where the data are imported from. Schedule_Map, on page 434 gives the primary key value for the scheduling data in the source. ICR_View, on page 271 indicates how the Schedule Import records for a schedule are to be interpreted. View_Column, on page 606 indicates how to interpret each field in Schedule Import Import_Schedule, on page 282 defines import processes to be run automatically at specified times. Import_Log, on page 273 contains information about these import processes. A schedule may recur daily, weekly, monthly, etc. The Recurring Schedule Map describes a recurrence pattern for a schedule. Script Tables To see an illustration and a list of all tables in the Script category, see Script, on page 629. The Unified CCE classifies each incoming call into a Call Type (see Call_Type, on page 112) based on a Dialed Number Map (see Dialed_Number_Map, on page 217). The mapping considers the dialed number, caller-entered digits, and calling line ID. The calling line ID can be specified as a specific number, a wildcard, or a Region (see Region, on page 370) composed of Prefixes. Each routing client may have a Default Call Type (see Default_Call_Type, on page 209). A script is a series of steps performed to determine the best route for a call or to perform periodic administrative actions. You can create several versions of each script. General information about each script is stored in the Master Script (see Master_Script, on page 302). Specific information about each version is stored in the Script (see Script, on page 441). The binary representation of the script version is stored in the Script Data (see Script_Data, on page 444) table. Each Script version has a Cross Reference for each database entity that it references. A Call Type Map (see Call_Type_Map, on page 128) associates one or more routing scripts to the call type based on a schedule of when each script is active. An Admin Script Schedule Map (see Admin_Script_Schedule_Map, on page 14) schedules a periodic administrative script. For each script version, Real Time and Five-Minute data are produced. Also, Real-Time data are produced for each call type. You can define User Variables (see User_Variable, on page 604) that you can set and reference in scripts. Optionally, you can define Persistent Variables (see Persistent_Variable, on page 342) that retain their values between script invocations. You can also define custom functions that are stored as User Formulas (see User_Formula, on page 597). The expression associated with a custom function is stored in User Formula Equation (see User_Formula_Equation, on page 598). With the optional Gateway feature, a script can communicate with an external application. An Application Gateway (see Application_Gateway, on page 84) represents such an external application. Each side of the Central Controller can maintain a separate Connection for each Application Gateway. Unified CCE software also maintains Global default values for Application Gateway connections. Half-hour data are produced for each Application Gateway. With the optional Gateway SQL feature, a script can query an external database. The tables that can be accessed are stored in Script Table (see Script, on page 441) and the specific columns in Script Table Column (see Script_Table_Column, on page 449). Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 701 Database Rules Script Tables

Page 720

The Script Queue Real Time (see Script_Queue_Real_Time, on page 446) contains data on how tasks are processed in a script queue. Security Tables To see an illustration and a list of all tables in the Security category, see Security, on page 633. You might choose to restrict access to some objects in the Unified CCE database to specific users, specific groups of users, or to a specific entity (such as a division within a company). The enterprise consists of one or more entities. The Business Entity (see Business_Entity, on page 107) defines the entities within an enterprise. The User Group (see User_Group, on page 599) defines groups of users or individual users who have specific access rights. If a row in the User Group table defines a group, each user who is a member of that group is configured in the User Group Member (see User_Group_Member, on page 601). Unified CCE software also uses the Sec Group (see Sec_Group, on page 450) and Sec User (see Sec_User, on page 451) to track the state of user groups. The User Supervisor Map (see User_Supervisor_Map, on page 603) is used to allow an agent to log in as a Supervisor. The Feature Control Set (see Feature_Control_Set, on page 261) defines the different feature sets that may be used by different users. One set of features may be mapped to multiple users. Each individual item for which the Unified CCE software controls access is an object. The Object List (see Object_List, on page 321) contains information about these objects. The Ids (see Ids, on page 272) contains information about row-level security for objects. The Object Security (see Object_Security, on page 322) defines the access that specific user groups have for specific objects. The User Security Control (see User_Security_Control, on page 602) defines the access that specific users have for specific objects. The possible access levels for each object are defined in the Object Access Xref (see Object_Access_Xref, on page 320). The Unified CCE software uses the Group Security Control as an intermediate table to build User Security Control records. A category of objects on which access is controlled is a class. The Class List (see Class_List, on page 194) defines these categories. The Class Security (see Class_Security, on page 195) specifies the level of access a user group has to a specific class. The access levels that are available for a class are specified in the Class Access Xref (see Class_Access_Xref, on page 194). The ClassID To ObjectType (see ClassID_To_ObjectType, on page 196) defines the mapping of classes to objects. Skill Target Tables To see an illustration and a list of the Skill Target tables, see Skill Target, on page 635. Peripheral Targets Each peripheral can have many Services (see Service, on page 452), Agents, Skill Groups, and Translation Routes (see Translation_Route, on page 587). These entities are collectively known as Skill Targets (see Skill_Target, on page 543). Each agent can be assigned to an team of agents (see Agent_Team, on page 77). Teams are for monitoring purposes only; they are not used for routing calls. The Agent Team Member (see Agent_Team_Member, on page 79) maps agents to teams. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 702 Database Rules Security Tables

Page 721

The Agent Team Supervisor (see Agent_Team_Supervisor, on page 80) 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 (see Agent_Desk_Settings, on page 21), which specify features available and how the Unified ICM handles certain state changes for an agent. A Person (see Person, on page 323) 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 (see Service_Member, on page 473) 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 (see Skill_Group_Member, on page 527) 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 (see Agent, on page 17), Skill Group (see Skill_Group, on page 493), Service (see Service, on page 452, and each Skill Group Member (see Skill_Group_Member, on page 527). At Five-Minute intervals statistics are produced for each Skill Group (see Skill_Group, on page 493) and Service (see Service, on page 452). Every Half-hour, statistics are produced for each Skill Group (see Skill_Group, on page 493), Service (see Service, on page 452), and Translation Route (see Translation_Route, on page 587). For each agent, the Unified CCE software maintains a State Trace, which tracks the states an agent has been in. When an agent logs out, the Unified CCE software creates an Agent Logout record (see Agent_Logout, on page 40). System Tables To see an illustration and a list of the System tables, see System, on page 649. Application_Event, on page 81 contains information about application events generated by the Unified CCE software. This is a subset of the events reported in the Event table. AWControl, on page 99 maintains information about the Admin Workstation and its local database. Config_Message_Log, on page 199 contains database system information. Controller_Time, on page 207 contains the current time as kept by the Central Controller. Event, on page 257 contains information about system events generated by the Unified CCE software. ICR_Globals, on page 263 contains some general information about the system. ICR_Locks, on page 268 contains a row for each database lock currently held. Logger_Admin, on page 285 maintains information about scheduled administration jobs run on the central database by the Unified CCE software. Logger_Meters, on page 286 contains performance information about the Logger process. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 703 Database Rules System Tables

Page 722

Logger_Type, on page 288specifies the type of Logger (that is, standard, Customer ICM (Server ICM)), or Client ICM and, if the Logger is a Client ICM Logger, whether or not the Client ICM is a secondary Client ICM. Next_Available_Number, on page 320 identifies the next available unique integer ID value for a specific database table. Recovery, on page 367 contains internal status about each table in the database. Region_Info, on page 371 specifies which prefixes and regions are pre-defined by the Unified CCE software. Rename, on page 378 is an internal table. Version, on page 605 records the current versions of the Unified CCE schema installed in the central and local databases. User Preferences Tables To see an illustration and a list of the User Preferences tables, see User Preferences, on page 650. Tables in the User Preferences group are used to create custom tool sets and desktop appearances for users of the system software. The "Cfg" tables control the desktop settings, or appearance, of Configuration Manager tool, which allows users to define desktop settings, and to view, edit, or delete the records of existing desktop settings. Cfg_Mngr_App_Snapshot_State, on page 187 defines a specific state of the Unified ICM Configuration Manager that a user has saved. Information from this table is used to reconstruct the Unified ICM Configuration Manager state when the Administration & DataServer is restarted. Cfg_Mngr_User_Desktop_Snap, on page 189 retains information on the current Configuration Manager state for a particular user. Cfg_Mngr_User_Menu, on page 191 holds information that describes the default and custom menus in use for each user of the Configuration Manager. Cfg_Mngr_View, on page 193 holds the information necessary to produce the tree view structure for multiple default and custom menus within the Unified ICM Configuration Manager. Cfg_Mngr_User_Settings, on page 192 holds specific Unified ICM Configuration Manager settings for each user of the Configuration Manager tool. Each row in this table specifies the personal settings for one user (for example, whether or not the user want to save the Configuration Manager desktop settings in place when Configuration Manager is closed). Cfg_Mngr_Globals, on page 188 contains a single record that stores version information about the menu system that Unified ICM Configuration Manager is currently using. VRU Micro-applications Tables To see an illustration and a list of the VRU Micro-Applications tables, see VRU Micro-application, on page 651. Vru_Currency, on page 607 contains a list of currencies supported by VRU micro-applications. Vru_Defaults, on page 608 contains a single row of data that contains the default values for a particular VRU micro-application. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 704 Database Rules User Preferences Tables

Page 723

Vru_Locale, on page 610 contains a list of locales (a locale is a combination of language and country) supported by VRU micro-applications. Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 705 Database Rules VRU Micro-applications Tables

Page 724

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) 706 Database Rules VRU Micro-applications Tables

Page 725

I N D E X A Agent_Desk_Settings 21 AgentCanSelectGroup 21 Agent_Desk_Settings 21 AgentDeskSettingsID 17, 21 Agent 17 Agent_Desk_Settings 21 AgentDistributionID 27 Agent_Distribution 27 AgentHistoricalData 27 Agent_Distribution 27 AgentStateTrace 17 Agent 17 AgentToAgentCallsAllowed 21 Agent_Desk_Settings 21 AttributeID 20 Agent_Attribute 20 AttributeValue 20 Agent_Attribute 20 AutoAnswerEnabled 21 Agent_Desk_Settings 21 AutoRecordOnEmergency 21 Agent_Desk_Settings 21 AvailAfterIncoming 21 Agent_Desk_Settings 21 AvailAfterOutgoing 21 Agent_Desk_Settings 21 C ChangeStamp 17, 21, 27, 211 Agent 17 Agent_Desk_Settings 21 Agent_Distribution 27 Department 211 ConfigParam 17 Agent 17 D DateTime 28 Agent_Event_Detail 28 DayFlags 14 Admin_Script_Schedule_Map 14 DayOfMonth 14 Admin_Script_Schedule_Map 14 DayPosition 14 Admin_Script_Schedule_Map 14 DayType 14 Admin_Script_Schedule_Map 14 DbDateTime 28 Agent_Event_Detail 28 DefaultDevicePortAddress 21 Agent_Desk_Settings 21 Deleted 17 Agent 17 DepartmentID 17, 211–212 Agent 17 Department 211 Department_Member 212 Description 14, 17, 20–21, 211 Admin_Script_Schedule_Map 14 Agent 17 Agent_Attribute 20 Agent_Desk_Settings 21 Department 211 DistributorSiteName 27 Agent_Distribution 27 Duration 28 Agent_Event_Detail 28 E EmergencyCallMethod 21 Agent_Desk_Settings 21 Enabled 27 Agent_Distribution 27 EndDay 14 Admin_Script_Schedule_Map 14 EndHour 14 Admin_Script_Schedule_Map 14 EndMinute 14 Admin_Script_Schedule_Map 14 EndMonth 14 Admin_Script_Schedule_Map 14 EndSecond 14 Admin_Script_Schedule_Map 14 EndYear 14 Admin_Script_Schedule_Map 14 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) IN-1

Image 1 from page 725

Page 726

EnterpriseName 17, 21, 211 Agent 17 Agent_Desk_Settings 21 Department 211 Event 28 Agent_Event_Detail 28 I IdleReasonRequired 21 Agent_Desk_Settings 21 L LoginDateTime 28 Agent_Event_Detail 28 LogoutNonActivityTime 21 Agent_Desk_Settings 21 LogoutReasonRequired 21 Agent_Desk_Settings 21 M MasterScriptID 14 Admin_Script_Schedule_Map 14 MonthOfYear 14 Admin_Script_Schedule_Map 14 MRDomainID 28 Agent_Event_Detail 28 MultilineAgentControl 21 Agent_Desk_Settings 21 MultilineAgentStateBehavior 21 Agent_Desk_Settings 21 N NonACDCallsAllowed 21 Agent_Desk_Settings 21 O OutboundAccessInternational 21 Agent_Desk_Settings 21 OutboundAccessOperatorAssisted 21 Agent_Desk_Settings 21 OutboundAccessPBX 21 Agent_Desk_Settings 21 OutboundAccessPrivateNet 21 Agent_Desk_Settings 21 OutboundAccessPublicNet 21 Agent_Desk_Settings 21 P PeripheralID 17, 27 Agent 17 Agent_Distribution 27 PeripheralName 17 Agent 17 PeripheralNumber 17 Agent 17 PersonID 17 Agent 17 Q QualityRecordingRate 21 Agent_Desk_Settings 21 R ReasonCode 28 Agent_Event_Detail 28 RecordingMode 21 Agent_Desk_Settings 21 RecoveryKey 28 Agent_Event_Detail 28 Recurrence 14 Admin_Script_Schedule_Map 14 RecurrenceFreq 14 Admin_Script_Schedule_Map 14 RemoteAgentType 21 Agent_Desk_Settings 21 RemoteLoginWithoutDesktop 21 Agent_Desk_Settings 21 RingNoAnswerDialedNumberID 21 Agent_Desk_Settings 21 RingNoAnswerTime 21 Agent_Desk_Settings 21 S ScheduleID 17 Agent 17 SequenceNumber 14 Admin_Script_Schedule_Map 14 SilentMonitorAudibleIndication 21 Agent_Desk_Settings 21 SilentMonitorWarningMessage 21 Agent_Desk_Settings 21 SkillTargetID 17, 20, 28 Agent 17 Agent_Attribute 20 Agent_Event_Detail 28 StartDay 14 Admin_Script_Schedule_Map 14 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) IN-2 INDEX

Page 727

StartHour 14 Admin_Script_Schedule_Map 14 StartMinute 14 Admin_Script_Schedule_Map 14 StartMonth 14 Admin_Script_Schedule_Map 14 StartSecond 14 Admin_Script_Schedule_Map 14 StartYear 14 Admin_Script_Schedule_Map 14 SupervisorAgent 17 Agent 17 SupervisorAssistCallMethod 21 Agent_Desk_Settings 21 SupervisorCallsAllowed 21 Agent_Desk_Settings 21 T TemporaryAgent 17 Agent 17 TimeZone 28 Agent_Event_Detail 28 Type 14 Admin_Script_Schedule_Map 14 U UserDeletable 17 Agent 17 UserGroupID 212 Department_Member 212 W WorkModeTimer 21 Agent_Desk_Settings 21 WrapupDataIncomingMode 21 Agent_Desk_Settings 21 WrapupDataOutgoingMode 21 Agent_Desk_Settings 21 Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) IN-3 INDEX

Page 728

Database Schema Handbook for Cisco Unified Contact Center Enterprise, Release 15.0(1) IN-4 INDEX