Db Schema Guide

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Format: PDF 1.4 Title: Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 Author: Sripathy Creator: DITA Open Toolkit Producer: XEP 4.30.961; modified using iText 2.1.7 by 1T3XT Creation Date: D:20250311124644Z Mod Date: D:20250311094117-07'00'

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CiscoUnifiedContactCenterExpressDatabaseSchemaGuide,Release 12.5(1) SU1 First Published: 2021-01-31 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

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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) © 2000–2021 Cisco Systems, Inc. All rights reserved.

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C O N T E N T S Preface vii P R E F A C E Change History vii About This Guide viii Audience ix Organization ix Conventions ix Related Documents x Documentation and Support xi Documentation Feedback xi Database Schema 1 C H A P T E R 1 Database Table Details 1 Overview of Tables 1 AgentConnectionDetail 4 AgentStateDetail 7 AgentCallDetailSnapshot 8 AgentStateDetailSnapshot 9 Application Prompt Map 10 AreaCode 11 Assigned Prompts 12 AuditResidualSkills 13 AuditReskill 15 AuditSkillGroup 16 CalendarAssociation 17 Campaign 18 CampaignCSQMap 20 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 iii

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CampaignSupervisorMap 21 CampaignData 22 CCCalendar 23 CCHolidays 24 ChannelProvider 25 ChatProblemStatement 26 ChatScheduledHours 27 ChatScheduledSpecialDays 28 ChatTriggerPoint 29 ChatUserForm 29 ChatWidget 30 ChatBubble 31 ConsultLegDetail 33 ContactCallDetail 34 ContactHoldDetail 42 ConfigSchema 42 ConfigSchemaColumn 43 ConfigSeed 44 ContactQueueDetail 44 ContactRoutingDetail 46 ContactServiceQueue 47 ContactWrapupData 51 CrsApplication 52 CrsGroup 54 CrsProperties 56 CrsTrigger 56 DateShiftMap 58 DayShiftMap 59 DebugFlag 60 DialingList 61 DialingListHistory 66 EngineStatus 71 FlexLicenseUsage 71 LatestSynchedTime 72 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 iv Contents

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LicenseUtilizationDetail 72 MonitoredResourceDetail 73 MediaCustomerDataMapping 74 ProfileIDMapping 75 PurgeConfig 76 PurgeHistory 76 ReasoncodeLabelMap 78 RemoteMonitoringDetail 79 Resource 81 ResourceGroup 83 ResourceSkillMapping 84 RmonCSQConfig 85 RmonResConfig 86 RmonUser 86 RtCSQsSummary 87 RtICDStatistics 89 Schedule Reskill 91 Schedule Reskill Status 92 Skill 93 SkillGroup 94 Supervisor 95 SupervisorCampaignMap 96 SupervisorApplicationMap 97 SystemConfig 98 Team 99 TeamCSQMapping 100 TextAgentConnectionDetail 101 TextAgentStateDetails 103 TextAgentWrapupDetail 105 TextContactDetail 105 TextContactQueueDetail 108 TextCustomerDetails 109 TextRatingDetail 110 WorkflowTask 111 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 v Contents

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WrapupCategory 112 WrapupReasons 113 WrapupCsqMap 113 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 vi Contents

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Preface • Change History, on page vii • About This Guide, on page viii • Audience, on page ix • Organization, on page ix • Conventions, on page ix • Related Documents, on page x • Documentation and Support, on page xi • Documentation Feedback, on page xi Change History This table lists changes made to this guide. Most recent changes appear at the top. Date See Change July 2021 Database Schema>Database Table Details>Team A new field acdbusyonnonacdbusy is included in the Team table. Database Schema>Database Table Details>Team A new field nonacdbusyoverride is included in the Team table. Initial Release of Document for Release 12.5(1) SU1 January 2021 Database Schema>Database Table Details>Team A new field autoanswer is included in the Team table Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 vii

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Date See Change Database Schema>Database Table Details>AuditReskill Database Schema>Database Table Details>AuditResidualSkills Database Schema>Database Table Details>Resource Database Schema>Database Table Details>RmonResConfig Database Schema>Database Table Details>RmonUser Database Schema>Database Table Details>Schedule Reskill Database Schema>Database Table Details>Supervisor Database Schema>Database Table Details>SupervisorCampaignMap Database Schema>Database Table Details>SupervisorApplicationMap The storage size of the resourceLoginID and reskiller fields are updated to 128 Database Schema>Database Table Details>ContactServiceQueue Added two new fields emailAuthType and emailOAuthDetails Database Schema>Database Table Details>ContactCallDetail Added a point about SMS/Email survey Database Schema>Database Table Details>CrsApplication Added new fields surveyname and dispatchid Database Schema>Database Table Details>ChannelProvider Added the new field usehttpproxy Database Schema>Database Table Details>ChatWidget Removed the fields wdcode and wdcontextservicefieldsets About This Guide The Cisco Unified CCX Database Schema Guide for Cisco Unified Contact Center Express (Unified CCX) describes how data is organized in the Unified CCX Databases. This document provides detailed description of the records and fields in each database table and enables you to create your own reports. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 viii Preface About This Guide

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Audience This manual is intended for system managers, administrators, and developers who want to create custom reports using the generally available third-party programs that create reports from databases. Organization The Database Table Details, on page 1describes each table in the Cisco Unified CCX database. The descriptions are arranged in the alphabetical order by table name. Each description includes a detailed explanation of each record in the table. The Index helps you find information in this book. Conventions This manual uses the following conventions. Description Convention Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder 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. • For emphasis. Example: Do not use the numerical naming convention. • An argument for which you must supply values. Example: IF (condition, true-value, false-value) • A book title. Example: See the Cisco Unified Contact Center Express Installation Guide. italic font Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 ix Preface Audience

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Description Convention Window font, such as Courier, is used for the following: • Text as it appears in code or information that the system displays. Example: <html><title> Cisco Systems,Inc. </title></html> • File names. Example: tserver.properties. • Directory paths. Example: C:\Program Files\Adobe window font Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks. string Optional elements appear in square brackets. [ ] Alternative keywords are grouped in braces and separated by vertical bars. { x | y | z } Optional alternative keywords are grouped in brackets and separated by vertical bars. [ x | y | z ] 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. < > The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D. ^ Related Documents Link Document or Resource https://www.cisco.com/en/US/products/sw/custcosw/ps1846/ products_documentation_roadmaps_list.html Cisco Unified Contact Center Express Documentation Guide https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd\_ products_support_series_home.html Cisco Unified CCX documentation Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 x Preface Related Documents

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Link Document or Resource https://www.cisco.com/en/US/products/ps9755/tsd\_products\_ support_series_home.html Cisco Unified Intelligence Center documentation https://www.cisco.com/en/US/products/ps11324/tsd\_products\_ support_series_home.html Cisco Finesse documentation https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd\_ products_support_series_home.html Cisco Customer Collaboration Platform documentation Note From Unified CCX Release 12.5(1), CCP documents are available in the Cisco Unified CCX documentation folder. https://www.cisco.com/c/en/us/support/customer-collaboration/ mediasense/tsd-products-support-series-home.html Cisco Mediasense documentation https://www.cisco.com/c/dam/en/us/td/docs/voice\_ip\_comm/uc\_ system/virtualization/ virtualization-cisco-unified-contact-center-express.html Cisco Unified CCX Virtualization Information https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-device-support-tables-list.html Cisco Unified CCX Compatibility Information Documentation and Support To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at https://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html. Documentation Feedback To provide your feedback for this document, send an email to: contactcenterproducts_docfeedback@cisco.com Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 xi Preface Documentation and Support

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Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 xii Preface Documentation Feedback

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C H A P T E R 1 Database Schema • Database Table Details, on page 1 Database Table Details Each description provides the following information: • Database Table Name—Name of the Unified CCX database table. • Field Name—Name of a field as it appears in the database table. • Description—Description of the field, including valid values where appropriate. • Storage—Information about the data in each field as follows: • Data type used for the field in the database. For storage characteristics and limitations of the data types used for the fields in the databases refer to "IBM Informix SQL Reference Guide". The date and time in the database fields are stored in Coordinated Universal Time (UTC). Note • Whether the NULL value is valid for the field. “NULL” if the NULL value is or “NOT NULL” if the NULL value is not valid. If the NULL value is valid, the database will record a value of -1 for a numeric field and an empty string for other fields. Note • “Primary Key” if the field is a primary key, or part of a primary key, in the database table. Overview of Tables The following tables are described in this guide: • AgentConnectionDetail, on page 4, contains records written for calls that are connected to an agent. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 1

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• AgentStateDetail, on page 7, contains records written when an agent changes state. • AgentCallDetailSnapshot, on page 8, contains records of agent call details in a day. • AgentStateDetailSnapshot, on page 9, contains records of agent state change details in a day. • AuditReskill, on page 15, contains records written when the resource is added or removed from the CSQ because of the changes that are made to the resource or CSQ skills. • AuditSkillGroup, on page 16, contains records written when the resource skills or competency level changes are made to the resource or CSQ. • AreaCode, on page 11, contains the area code and time zone information used for outbound calls. • Campaign, on page 18, contains records with campaign configuration information. • CampaignCSQMap, on page 20, provides a relationship between campaigns and Contact Service Queues (CSQs). • CampaignSupervisorMap, on page 21, provides a relationship between campaigns and supervisors. • CampaignData , on page 22, contains records with the campaign data information. • ChatProblemStatement, on page 26, contains the associated problem statements and tag ids for each chat widget. • ChatTriggerPoint, on page 29, contains the chat CSQ tag information. • ChatUserForm, on page 29, contains the user form fields included in each chat widget along with the order of the fields in the widget. • ChatWidget, on page 30, contains the chat widget information. • ChatBubble, on page 31, contains the chat bubble information. • ContactCallDetail, on page 34, contains records written for every incoming, outgoing, or internal call. • ContactQueueDetail, on page 44, contains records written for calls that are queued for CSQs; one record for each CSQ is queued. • ContactRoutingDetail , on page 46, contains records written for calls that are queued for CSQs; one record for each call. • ContactServiceQueue , on page 47, contains records written for CSQs configured on the Unified CCX Administration user interface. • CrsApplication , on page 52, contains records about applications that are uniquely identified by application name. • CrsGroup , on page 54, contains records about groups that are identified by a combination of group class name and group ID. • CrsTrigger, on page 56, contains records about triggers that are uniquely identified by trigger name. • DialingList , on page 61, contains records with outbound contacts that need to be dialed for a particular campaign. • MonitoredResourceDetail, on page 73, contains records written for agents who are monitored by a Supervisor. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 2 Database Schema Overview of Tables

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• ProfileIDMapping, on page 75, contains records written for profiles defined on the Unified CCX Administration user interface. • PurgeHistory, on page 76, contains records written for tracking of the history of purge information for both Manual and Scheduled purge. • RemoteMonitoringDetail , on page 79, contains records written for remote monitoring calls made by a Supervisor. • Resource, on page 81, contains records written for resources (agents) that are configured on the Cisco Unified Communications Manager (Unified CM) Administration user interface. • ResourceGroup , on page 83, contains records written for resource groups configured on the Unified CCX Administration user interface. • ResourceSkillMapping, on page 84, is a relationship table between resources and skills. • RmonCSQConfig , on page 85, contains records written for CSQs configured for a Supervisor’s remote monitoring allowed list on the Unified CCX Administration user interface. • RmonResConfig, on page 86, contains records written for resources configured for a Supervisor’s remote monitoring allowed list on the Unified CCX Administration user interface. • RmonUser , on page 86, contains records written for remote monitoring Supervisors configured on the Unified CCX Administration user interface. • RtCSQsSummary , on page 87, contains real-time statistics for configured CSQs. • RtICDStatistics , on page 89, contains Unified CCX summary statistics. • Skill , on page 93, contains records written for skills configured on the Unified CCX Administration user interface. • SkillGroup , on page 94, is a relationship table between skills and CSQs. • Supervisor , on page 95, contains records written for Supervisors configured on the Unified CCX Administration user interface. • SupervisorCampaignMap, on page 96, contains records for the list of campaigns that can be associated with no or more campaigns to a Supervisor and managed by the Supervisor. • SupervisorApplicationMap, on page 97, contains records for the list of applications that can be associated to a Supervisor and managed by the Supervisor. • Team, on page 99, contains records written for teams configured on the Unified CCX Administration user interface. • TeamCSQMapping , on page 100, is a relationship table between teams and CSQs. • TextAgentConnectionDetail , on page 101, contains information relating to the agent who handled the contact or leg. • TextAgentStateDetails, on page 103, contains information about the chat agent and about the event that caused the chat agent state change. • TextContactDetail , on page 105, contains detailed information about the contact or leg. • TextContactQueueDetail, on page 108, is a relationship table between teams and CSQs. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 3 Database Schema Overview of Tables

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• TextCustomerDetails, on page 109, contains customer-related information corresponding to the chat contact. • WorkflowTask , on page 111, contains records written for workflow tasks that are completed. • ConsultLegDetail, on page 33, contains records of agents corresponding to the consult call details. AgentConnectionDetail Database table name: AgentConnectionDetail The Unified CCX system creates a new record in the AgentConnectionDetail table when an agent disconnects a call or a leg by stop responding or by transferring the call. (A new call leg starts each time that a call is transferred, except when a call is transferred from a Cisco Computer Telephony Interface [CTI] port to an agent.) An AgentConnectionDetail record contains information relating to the agent who handled the call or call leg. Table 1: AgentConnectionDetail Table Fields Storage Description Field Name decimal(18, 0) NOT NULL Primary Key Identifier that the system assigns to the call. This identifier remains the same for all legs of the call. sessionID smallint NOT NULL Primary Key Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. sessionSeqNum smallint NOT NULL Primary Key Unique identifier assigned to each Unified CCX server in the cluster. nodeID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID int NOT NULL Primary Key Identifier of the agent who handled the call. resourceID datetime year to fraction (3) NOT NULL Primary Key Date and time that the call or the leg started ringing at the device of an agent. startDateTime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 4 Database Schema AgentConnectionDetail

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Storage Description Field Name datetime year to fraction (3) NOT NULL Date and time that the call or the leg was transferred or disconnected. endDateTime smallint NOT NULL Primary Key For all the new calls that are coming to an agent’s extension through a route point, the value of qIndex is

Thereafter, the value of qIndex is incremented by 1, whenever there is a conference through the route point. Note The value of qIndex of an agent is 0, whenever an agent receives a call to the extension directly (by conference and transfer legs) instead of a route point. This is applicable only for the AgentConnectionDetail table. qIndex smallint NOT NULL Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. gmtOffset smallint NULL Amount of time, in seconds, between the time the call or the leg first rang at the extension of an agent and one of the following events: • The agent answered the call or the leg • The caller stopped responding before the call or the leg was answered • The system retrieved the call or the leg before the call or the leg was answered ringTime int NULL Amount of time, in seconds, that passed from the time an agent answered the call or the leg to the time the call or the leg was disconnected or transferred, not including hold time. talkTime smallint NULL Amount of time, in seconds, that the call or the leg spent on hold. holdTime smallint NULL Amount of time, in seconds, that an agent spent in Work State after the call or the leg. workTime varchar(40) NULL After-call information that the agent enters through the Agent Desktop user interface while the agent is in the work state. callWrapupData Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 5 Database Schema AgentConnectionDetail

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Storage Description Field Name smallint NULL Outcome of the outbound dialer call. 1 = Voice (Customer answered and was connected to agent) 2 = Fax/Modem (Fax machine detected) 3 = Answering Machine (answering machine detected) 4 = Invalid (Number reported as invalid by the network) 5 = Do Not Call (customer does not want to be called again) 6 = Wrong Number (number successfully contacted but wrong number) 7 = Customer Not Home (number successfully contacted but reached the wrong person) 8 = Callback (customer requested regular callback) 9 = Agent Rejected (Agent has skipped or rejected a preview call) 10 = Agent Closed (Agent has skipped or rejected a preview call with the close option) 11 = Busy (busy signal detected) 12 = RNA (the agent lets the call go ring-no-answer) 20 = OB_XFER is default (the agent transfers or conferences the outbound call to another agent. callResult int NULL Unique identifier of a contact that is dialed for an outbound campaign. Links with DialingList.dialingListID dialinglistid Boolean Specifies if the call or the leg hasn’t been answered by an agent within the configured ring time. This equates to ’t’ if the call hasn’t been answered. rna varchar(18) Unique identifier of an agent login session. This identifier remains the same until the session ends. loginsessionid varchar(40) Unique identifier for all records related to a single call across various tables in Unified CCX. contactid int Numeric identifier of CSQ for CSQ-based calls, else -1 is stored. csqrecordid decimal (18, 0) This field is NOT NULL for conferenced or transferred agents through consult call. The value will be the sessionID of the consult call. consultsessionid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 6 Database Schema AgentConnectionDetail

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Related Topics • ContactCallDetail, on page 34 (via sessionID, sessionSeqNum, nodeID, and profileID) • ContactRoutingDetail , on page 46 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex) • ContactQueueDetail (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex) • DialingList , on page 61 (via dialingListID) • MonitoredResourceDetail, on page 73 (sessionSeqNum maps to monitoredSessionSeqNum, via profileID, and nodeID) • ProfileIDMapping, on page 75 (via profileID) • PurgeHistory, on page 76 (sessionID maps to monitoredSessionID, via profileID, and nodeID) • Resource, on page 81 (via resourceID and profileID) AgentStateDetail Database table name: AgentStateDetail The Unified CCX system creates a new record in the AgentStateDetail table each time the state of an agent changes. An AgentStateDetail record contains information about the agent and about the event that caused the agent state change. Table 2: AgentStateDetail Table Fields Storage Description Field Name int NOT NULL Primary Key Identifier of the agent whose state has changed. agentID datetime year to fraction (3) NOT NULL Primary Key Date and time that the agent state changed. eventDateTime smallint NOT NULL Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. gmtOffset Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 7 Database Schema AgentStateDetail

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Storage Description Field Name smallint NOT NULL Primary Key Event that triggered the agent state change: 1—Log In 2—Not Ready 3—Ready 4—Reserved 5—Talking 6—Work 7—Log Out eventType smallint NOT NULL Primary Key Code, as set up in the Cisco Desktop Administrator, for the reason that the agent changed to Not Ready State or to Log Out State. Null if a reason code is not configured. reasonCode int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID varchar(18) Unique identifier of an agent login session. This identifier remains the same until the session ends. loginsessionid varchar(40) Unique identifier for all records related to a single call across various tables in Unified CCX. contactid Related Topics • ProfileIDMapping, on page 75 (via profileID) • Resource, on page 81 (agentID maps to resourceID and via profileID) AgentCallDetailSnapshot Database table name: AgentCallDetailSnapshot The Unified CCX system stores the records of agent call details in a day in the AgentCallDetailSnapshot table. All previous day records will be purged as part of the scheduled purge at mid-night. Table 3: AgentCallDetailSnapshot Table Fields Storage Description Field Name int NOT NULL Primary Key Alphanumeric identifier for the contact. contactid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 8 Database Schema AgentCallDetailSnapshot

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Storage Description Field Name smallint NOT NULL Primary Key Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. sessionseqnum int NOT NULL Primary Key Identifier of the agent whose ACD call details are stored. agentID int NOT NULL Identifier of the type of all incoming and outgoing calls of agents' ACD line extension. calltype BIG INT NOT NULL Primary Key Start date and time of the agent call details that are to be stored. startdatetime varchar (30) NOT NULL Identifier of the phone number of the calls that were handled by the agent. phonenumber int NULL Identifier of the contact disposition. disposition lvarchar (804) NULL Information that the agents enter in the desktop user interface after a call, while the agents are still in the work state. wrapupdata nvarchar (50) NULL Identifier of the CSQ name that the agent was assigned to. csqname BIG INT NOT NULL End date and time of the agent call details that are to be stored. enddatetime Related Topics Resource, on page 81 AgentStateDetailSnapshot Database table name: AgentStateDetailSnapshot The Unified CCX system stores the records of agent state change details in a day in the AgentStateDetailSnapshot table. All previous day records will be purged as part of the scheduled purge at mid-night. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 9 Database Schema AgentStateDetailSnapshot

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Table 4: AgentStateDetailSnapshot Table Fields Storage Description Field Name int NOT NULL Primary Key Identifier of the agent whose state has changed. agentID BIG INT NOT NULL Primary Key Date and time that the agent state changed. eventDateTime smallint NOT NULL Primary Key Event that triggered the agent state change: 1—Log In 2—Not Ready 3—Ready 4—Reserved 5—Talking 6—Work 7—Log Out eventType smallint NOT NULL Primary Key Code, as set up in the Cisco Desktop Administrator, for the reason that the agent changed to Not Ready State or to Log Out State. Null if a reason code is not configured. reasonCode lvarchar (804) NULL After-call information that the agent enters through the Agent Desktop user interface while the agent is in the work state. wrapupData Related Tables • Resource, on page 81 (agentID maps to resourceID and via profileID) Application Prompt Map Database table name: ApplicationPromptMap The Unified CCX system creates a new record in the applicationpromptmap table when an administrator is associating prompt files, a folder of prompts, or a combination of prompt files and folders to an application. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 10 Database Schema Application Prompt Map

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Table 5: ApplicationPromptMap Table Fields Storage Description Field Name int NOT NULL Primary Key Unique identifier of the record. recordid int NOT NULL Primary Key Profile ID of the node. profileid nvarchar (50) NOT NULL Name of the application. applicationname int NOT NULL Unique identifier for the prompt file or folder assigned to the application. This is retrieved from assignedprompts table. promptid boolean Indicates whether the record is active or not. By default, it is True. It is marked as False when either the application or the assigned prompt (file or folder) is deleted. active date time year to second Date and Time at which, the record is marked as inactive. Default value: NULL dateinactive AreaCode Database table name: AreaCode The AreaCode table contains a mapping of area codes and their time zones. This table is used as a reference for populating the gmtPhone and dstPhone columns of the DialingList table. This table is pre-populated by the Unified CCX system with the data for North America during the installation process, using a SQL script that the installer invokes. If the Unified CCX is installed in a different location, administrators can enter the area code and time zone information for that region using Unified CCX Administration, and the data is stored in this table. Table 6: AreaCode Table Fields Storage Description Field Name int NOT NULL Primary Key Identifier of the profile. profileid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 11 Database Schema AreaCode

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Storage Description Field Name datetime year to second NOT NULL Default -CURRENT_TIMESTAMP createdatetime int NOT NULL Primary Key Unique identifier for the record recordid nvarchar(10) NOT NULL Primary Key The area code of the call. areacode nvarchar(10) NULL Uses the same data as that of gmtzone. regioncode char(1) NOT NULL Indicates whether daylight savings time is observed. • N = Daylight savings time is not observed. • Y = Daylight savings time is observed. daylightsavingsenabled int NULL Stores identifiers that internally maps to the GMT offset corresponding to the area code. gmtzone BLOB NULL Any fields which are to be used internally only. privatedata boolean NOT NULL Whether the record is active in the system. A record becomes inactive if the team is deleted from the system. f = Inactive t = Active active datetime year to second NULL Date this record was deleted. dateinactive Related Topics ProfileIDMapping, on page 75 DialingList , on page 61 Assigned Prompts Database table name: AssignedPrompts Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 12 Database Schema Assigned Prompts

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This table stores the details of prompt files and folders that are assigned to applications. Before updating the applicationpromptmap table, the system verifies if the selected prompt file or prompt folder is available in this table. If it is not available, a new record is created. Table 7: AssignedPrompts Table Fields Storage Description Field Name int NOT NULL Primary Key Unique identifier of the record. recordid int NOT NULL Primary Key Profile ID of the node. profileid int NOT NULL Unique identifier for the prompt file or folder assigned to the application. promptid small int NOT NULL To identify if the selection is a prompt file or folder. 0 = File 1 = Folder Default value: 0 type int NOT NULL The ID of parent folder of this prompt, which is stored in the assignedFolder table. parentfolderid lvarchar (255) NOT NULL Name of the prompt file or folder. name boolean Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a prompt file or folder is renamed or deleted (name). f = Inactive t - Active active date time year to second Date and Time at which, the record is marked as inactive. Default value: NULL dateinactive AuditResidualSkills Database table name: audit_residualskills Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 13 Database Schema AuditResidualSkills

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The Unified CCX system stores the skills or competencies that could not be removed due to overlapping skills across queues in the AuditResidualSkills table. Table 8: audit_residualskills Fields Storage Description Field Name int NOT NULL Primary Key Unique identifier for the record. Default value = 0 recordid nvarchar(128,0) NOT NULL The resource login ID. resourceloginid int NOT NULL Numeric identifier of the skill that was not removed from the audit_skillgroup table. skillid int NOT NULL Agent’s existing skill level that was not removed from the audit_skillgroup table. fromcompetency int NOT NULL Agent’s modified skill level that was not removed from the audit_skillgroup table. tocompetency smallint NOT NULL The type of operation performed on the skill that was not removed from the audit_skillgroup table. operation int NOT NULL Record ID of the audit_reskill table, which is the parent of the residual entity. Default value = 0 residualparentid boolean NOT NULL Indicates if the record is active or not. Default value = f, which indicates that the record is inactive. The record is inactive when you remove the residual skill or modify the competency. t = Indicates that the record is active. The record is active when the residual skill exists in the resource. active datetime year to second Date and Time at which, the record is made inactive. dateinactive The values in the skillid, fromcompetency, tocompetency, and operation fields are the same as that of the corresponding record in the audit_skillgroup table. Note Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 14 Database Schema AuditResidualSkills

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AuditReskill Database table name: audit_reskill The Unified CCX system creates a new record in the audit_reskill table for addition, deletion, and increase or decrease in the competency level of resources or CSQ skills. Supervisors can revert the changes that are made to the resource skills either manually or through the Auto-Removal option from the Supervisor desktop. Table 9: audit_reskill Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the record. recordID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID nvarchar(128,0) NOT NULL User ID in the Unified CM configuration. resourceLoginID int NOT NULL Numeric identifier for the CSQ. csqID smallint NOT NULL The type of operation performed on the resource or CSQ: • Resource_Modified(1) • Csq_Modified(2) • Csq_Added(3) • Csq_Deleted(4) • Skill_Deleted(5) operation smallint NOT NULL The resultant action because of type of operation performed on the resource: • Added_to_csq(1) • Removed_from_csq(2) result int NOT NULL The record ID corresponding to the skill group from the audit_skillgroup table for a CSQ. skillgrouprecordid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 15 Database Schema AuditReskill

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Storage Description Field Name nvarchar(128,0) NOT NULL Login ID of the user. reskiller smallint NOT NULL Resource is reskilled by: • Supervisor(1) • Admin(2) • System(3) Note If the resource is reskilled by the Auto-Removal option, the reskiller_type is System. reskiller_type datetime year to fraction(3) NOT NULL Date and Time this record was changed. reskilledtimestamp boolean NOT NULL Indicates whether the record is active based on the values in the "result" field in the audit_reskill table. • True=The record is active when a resource is added to a CSQ and the value of the "result" field is "Added_to_csq". • False =The record is inactive when the resource is removed from the CSQ and the value of the "result" field is "Removed_from_csq". If an active record exists for the same resource and the same CSQ, then this record is alo marked inactive. active Related Topics AuditSkillGroup, on page 16 AuditSkillGroup Database table name: audit_skillgroup The Unified CCX system creates a new record in the audit_skillgroup table when resources are added or removed from a CSQ. This record is created when addition, deletion, or increase or decrease in the competency level of a resource skill. Table 10: audit_skillgroup Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the record. recordID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 16 Database Schema AuditSkillGroup

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Storage Description Field Name int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID int NOT NULL Primary Key Numeric identifier of the skill. skillID int NOT NULL Existing skill level of the agents. Values range from 1 (lowest) to 10 (highest). fromcompetency int NOT NULL Modified skill level of the agents. Values range from 1 (lowest) to 10 (highest). tocompetency smallint NOT NULL The type of operation performed on the skill: • Skill Add(1) • Skill Removed(2) • Competency Increased(3) • Competency Decreased(4) operation Related Topics AuditReskill, on page 15 CalendarAssociation Database table name: CalendarAssociation The calendar and application association is persisted in the CalendarAssociation table. Table 11: CalendarAssociation Table Fields Storage Description Field Name serial NOT NULL Primary Key Unique identifier of the record. recordid int NOT NULL A unique identifier for the calendar. calendarid nvarchar(50) NOT NULL Application name or the chat widget ID associated with the calendar. entity Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 17 Database Schema CalendarAssociation

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Storage Description Field Name smallint NOT NULL Indicates whether the calendar is associated with an application or a chat widget. entitytype boolean NOT NULL Indicates wheather the record is deleted. active datetime year to second Date and time when the record was deleted. dateinactive Campaign Database table name: Campaign The campaign configuration information is stored in this table. A campaign is associated with one or more CSQs. This mapping of Campaigns and CSQs is stored separately in CampaignCSQMap table. Table 12: Campaign Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL Primary Key A unique identifier for the campaign. campaignid int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileid datetime year to second NOT NULL Default -CURRENT_TIMESTAMP createdatetime nvarchar(10) NULL Name of the campaign. Must be unique. campaignname smallint NOT NULL • 0 = campaign is enabled • 1 = campaign is disabled enabled varchar(50) NULL A description of the campaign. description Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 18 Database Schema Campaign

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Storage Description Field Name int NOT NULL When the campaign starts (based on server time). This is stored in minutes. starttime int NOT NULL When the campaign ends (based on server time). This is stored in minutes. endtime int NOT NULL Number of contacts to be retrieved in a batch for dialing for this campaign. cachesize int NOT NULL Maximum number of attempts made to dial a contact for this campaign. maxattempts smallint NOT NULL 0 = Dialer should try dialing a contact again if it reached an answering machine 1 = Dialer should not try dialing a contact again if it reached an answering machine ansmachineretry int NULL The amount of time in minutes before and after the scheduled callback time, during which the Dialer attempts a callback. callbacktimelimit int NULL Indicates what the Dialer should do if a callback could not be placed at the scheduled time: 0 = reschedule callback to same time the next business day 1 = make an ordinary retry 2 = close record missedcallbackaction BLOB NULL Any fields which are used internally only can be stored in this column in a blob. privatedata boolean NOT NULL Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system. f = Inactive t = Active active datetime year to second NULL Date this record was deleted. dateinactive Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 19 Database Schema Campaign

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Storage Description Field Name smallint NOT NULL The type of the dialer used for the campaign. The dialer can be any one of the following three types

Predictive, Progressive or Preview Outbound. 0 - Direct Preview Dialer 1 - IVR based Predictive Dialer 2 - IVR based Progressive Dialer Default value = 0 dialertype smallint NOT NULL The campaign type can be IVR-based or ICD-based. 0 - IVR based campaign 1 - Agent based campaign Default value = 1 campaignType Related Topics CampaignCSQMap, on page 20 ContactCallDetail, on page 34 ProfileIDMapping, on page 75 DialingList , on page 61 CampaignCSQMap Database table name: CampaignCSQMap The CampaignCSQMap table shows the relationship between campaigns and contact service queues (CSQs). A new record is created in the CampaignCSQMap table when a campaign is associated with a CSQ in Unified CCX Administration. Table 13: CampaignCSQMap Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record recordid int NOT NULL Primary Key A unique identifier for the campaign, from the Campaign table. campaignid int NOT NULL Primary Key A unique identifier for the CSQ, from the ContactServiceQueue table. csqid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 20 Database Schema CampaignCSQMap

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Storage Description Field Name smallint NULL Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system. f = Inactive t = Active active datetime year to second NULL Default, CURRENT_TIME_STAMP createdatetime datetime year to second NULL Date this record was deleted. dateinactive Related Topics Campaign, on page 18 ContactServiceQueue , on page 47 CampaignSupervisorMap Database table name: CampaignSupervisorMap The CampaignSupervisorMap table shows the relationship between campaign and supervisor associated with that campaign. A new record is created in the CampaignSupervisorMap table when a campaign is associated with a supervisor in Unified CCX Administration. Table 14: CampaignSupervisorMap Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record recordid int NOT NULL Primary Key A unique identifier for the campaign, from the Campaign table. campaignid nvarchar(50,0) NOT NULL Primary Key A unique identifier for the supervisor, based on the supervisor’s resourceloginid. supervisorid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 21 Database Schema CampaignSupervisorMap

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Storage Description Field Name boolean NOT NULL Indicates whether the record is active in the system. A record becomes inactive if the campaign is deleted from the system. f = Inactive t = Active active datetime year to second NOT NULL Default, CURRENT_TIME_STAMP createdatetime datetime year to second NULL Date this record was deleted. dateinactive Related Topics Campaign, on page 18 Supervisor , on page 95 CampaignData Database table name: CampaignData If you have configured a campaign as an outbound IVR campaign and have chosen Predictive dialer type, the number of lines per port along with the other parameters are stored in the CampaignData table every half hour. Table 15: CampaignCSQMap Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record recordId int NOT NULL Primary Key The campaign for which the data is recorded campaignId datetime year to fraction NOT NULL Start date and time of the interval startDate datetime year to fraction NOT NULL End date and time of the interval endDate Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 22 Database Schema CampaignData

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Storage Description Field Name int NOT NULL The number of attempted calls in the interval attemptedCalls int NOT NULL The number of abandoned calls in the interval abandonedCalls int NOT NULL The number of voice calls in the interval voiceCalls decimal(8, 3) NOT NULL Lines Per Port value computed depending on the abandoned calls/voice calls linesPerPort boolean NOT NULL Indicates whether the data stored is for an active campaign or not. f = Inactive t = Active active datetime year to fraction The date on which this campaign was deleted dateinactive Related Topics Campaign, on page 18 CCCalendar Database table name: CCCalendar This table stores the calendar information. Table 16: CCCalender Table Fields Storage Description Field Name serial NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL A unique identifier for the calendar. calid lvarchar (30) NOT NULL Name of the calendar. name Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 23 Database Schema CCCalendar

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Storage Description Field Name lvarchar (70) NULL The description of the calendar that is configured in the Unified CCX Administration Calendar Management. description nvarchar (50) NOT NULL The time zone of the calendar. timezone smallint NOT NULL Indicates the type of calendar. • 1—Full time • 2—Flexible caltype boolean NOT NULL Indicates the availability of the special days. hasspecialdays boolean NOT NULL Indicates the availability of the holidays. hasholidays boolean NOT NULL Indicates whether the record is currently active or not. f = Inactive t = Active active DATETIME year to second NULL Date and time of the record when it is marked as inactive. dateinactive CCHolidays Database table name: CCHolidays This table stores the configured business holidays of a calendar. Table 17: CCHolidays Table Fields Storage Description Field Name serial NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL A unique identifier for the calendar. calid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 24 Database Schema CCHolidays

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Storage Description Field Name nvarchar (50) NOT NULL Name of the calendar. name DATETIME YEAR TO DAY NOT NULL Date of the special day. caldate boolean NOT NULL Indicates whether the record is currently active or not. f = Inactive t = Active active DATETIME year to second NULL Date and time of the record when it is marked as inactive. dateinactive ChannelProvider Database table name: ChannelProvider This table contains the channel provider configurations, including the type of channel, and server details with fully qualified domain name (FQDN), protocol, and port. Channel providers enable the use of non-interactive media channels such as email with Unified CCX. Table 18: ChannelProvider Table Fields Storage Description Field Name int NOT NULL Primary Key Unique identifier of the channel provider. Server ID is the foreign key that associates this table with the ContactServiceQueue table. Id varchar (20, 0) NOT NULL Type of contact channel. channelType Varchar(255, 0) NOT NULL FQDN of the channel provider for sending the channel type. sendserverfqdn Varchar(20, 0) NOT NULL Sending protocol that is used to communicate with the channel provider. sendprotocol int NOT NULL 16-bit port number that is used to communicate with the channel provider for sending the channel type. sendserverport Varchar(255, 0) NOT NULL FQDN of the channel provider for receiving the channel type. receiveserverfqdn Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 25 Database Schema ChannelProvider

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Storage Description Field Name Varchar(20, 0) NOT NULL Receiving protocol that is used to communicate with the channel provider. receiveprotocol int NOT NULL 16-bit port number that is used to communicate with the channel provider for receiving the channel type. receiveserverport Lvarchar(400) Description of the channel provider. description Boolean NOT NULL Indicates whether the record is currently active or not. A record becomes inactive if the record is deleted or updated from the system. f = Inactive t = Active active datetime year to second If the active field is "f", this field indicates the date and time that the record became inactive. dateinactive Lvarchar(25) Indicates whether Enable/Disable option is selected for SOCKS Proxy in Mail server configuration page. proxytype boolean NOT NULL Indicates if HTTP proxy is used to connect to the mail server. Default value: f usehttpproxy Lvarchar(50) Indicates the mail server type. The default is microsoft. mailservertype Related Topics ContactServiceQueue , on page 47 ChatProblemStatement Database table name: ChatProblemStatement This table contains the associated problem statements and tag ids for each chat widget. Chat widget is the widget that enables the Unified CCX Administrator to create a chat interface for the end user. Table 19: ChatProblemStatement Table Fields Storage Description Field Name int NOT NULL Primary Key Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table. wdID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 26 Database Schema ChatProblemStatement

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Storage Description Field Name nvarchar(50) NOT NULL The tagID for the csq associated with the problem statement. tagID lvarchar (256) NOT NULL The definition of the problem. problemStmt int NOT NULL Primary Key Order of the problem statement in the chat widget. psOrder Related Topics ChatWidget, on page 30 ChatScheduledHours Database table name: ChatScheduledHours This table stores the custom weekly business hours configured by administrator. Table 20: ChatScheduledHours Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. profileId int NOT NULL Primary Key A unique ID for each widget. wdID LVARCHAR(3) NOT NULL Scheduled working days in a week. scheduledDay int NOT NULL Start time of business hours. fromTime int NOT NULL End time of business hours. toTime boolean NOT NULL Indicates whether the widget is currently active or not. f = Inactive t = Active active Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 27 Database Schema ChatScheduledHours

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Storage Description Field Name datetime year to second The date and time when the record became inactive. dateinactive ChatScheduledSpecialDays Database table name: ChatScheduledSpecialDays This table stores the business holidays and specially extended hours for specific days. Table 21: ChatScheduledSpecialDays Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. profileId int NOT NULL Primary Key A unique ID for each widget. wdID small int NOT NULL Scheduled business holiday or the special day. customType LVARCHAR(256) NOT NULL Name of the business holiday or the special day. name datetime year to second NOT NULL Date of the business holiday or the special day. dateConfigured int Start time of business hours. fromTime int End time of business hours. toTime boolean NOT NULL Indicates whether the widget is currently active or not. f = Inactive t = Active active datetime year to second The date and time when the record became inactive. dateinactive Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 28 Database Schema ChatScheduledSpecialDays

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ChatTriggerPoint Database table name: ChatTriggerPoint This table describes chat CSQ tag information. A ChatTriggerPoint is uniquely identified by a csqID and a chattriggerpointname. Chat contacts inserted into Unified CCX are queued to respective CSQs based on the chattriggerpointname present in the contact. When a chat CSQ is created, a new record is inserted into this table. When a CSQ is modified, the old record is marked as inactive, and a new record is inserted into the table with a the new csqID. When a CSQ is deleted, the corresponding record is marked as inactive. Table 22: ChatTriggerPoint Table Fields Storage Description Field Name int NOT NULL Numeric identifier for the CSQ. csqID Ivarchar(256) NOT NULL Name of fields present in the chat trigger point. chattriggerpointname boolean NOT NULL Indicates whether the record is currently active. f = Inactive t = Active active Datetime year to fraction(3) NULL If the active field is “f”, date and time that the record became inactive. dateinactive Related Topics ChatUserForm, on page 29 ChatUserForm Database table name: ChatUserForm This table contains the user form fields included in each chat widget along with the order of the fields in the widget. Table 23: ChatUserForm Table Fields Storage Description Field Name int NOT NULL Primary Key Unique ID for each chat widget. It is the foreign key which associates this table with the chatwidget table. wdID lvarchar (200) NOT NULL Name of fields present in the user form. fieldName Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 29 Database Schema ChatTriggerPoint

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Storage Description Field Name int NOT NULL Primary Key ID of fields present in the user form. fieldID smallint NOT NULL Order of the field in the widget. fieldOrder Boolean NOT NULL Indicates whether the record is currently active or not. f = Inactive t = Active active datetime year to fraction (3) The date and time when the user form details were last modified. lastmodifieddate Related Topics • ChatWidget, on page 30 (via wdID) ChatWidget Database table name: ChatWidget This table stores the chat widget information. Table 24: ChatWidget Table Fields Storage Description Field Name int NOT NULL Primary Key A unique ID for each widget. wdID lvarchar (50) NOT NULL Name of the widget. wdName lvarchar (256) NULL The description of the widget that is configured in the Unified CCX Administration. wdDescription lvarchar (256) NULL The welcome message that is displayed when the customer joins the chat sessions. wdWelcome lvarchar (256) NULL The Location of the logo file that is displayed in the customer facing chat widget. wdLogo Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 30 Database Schema ChatWidget

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Storage Description Field Name lvarchar (360) The message that is displayed to the customer when the chat is unavailable. wdError lvarchar (256) NULL The message that is displayed to the customer when a chat request is not handled within the set time. wdJoinTimeout boolean NOT NULL Indicates whether the widget is currently active or not. f = Inactive t = Active active datetime year to fraction (3) NULL The date and time on which the widget details were last modified. lastModifiedDate lvarchar (256) NULL A message to be displayed off the scheduled business hours. offHoursMessage small int NOT NULL Default 0 Indicates the type of widget: • 0- Chat Bubble wdType Related Topics ChatProblemStatement, on page 26 ChatScheduledHours, on page 27 ChatScheduledSpecialDays , on page 28 ChatUserForm, on page 29 ChatBubble, on page 31 ChatBubble Database table name: ChatBubble This table stores the chat bubble information. Table 25: ChatBubble Table Fields Storage Description Field Name int NOT NULL Primary Key A unique ID for a set of chat bubble properties. recordId Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 31 Database Schema ChatBubble

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Storage Description Field Name int NOT NULL Primary Key The ID of the chat widget record that contains the chat bubble record. It is the foreign key which associates this table with the chatwidget table. wdId lvarchar (96) NOT NULL Title text of the chat bubble. titleText lvarchar (7) NOT NULL Text color of the chat bubble title in hex code. titleTextColor lvarchar (7) NOT NULL Default #EBEBEC Background color of the chat bubble title text in hex code. titleBackgroundColor lvarchar (60) NOT NULL The text of the chat button. buttonText lvarchar (7) NOT NULL Color of the chat button text in hex code. buttonTextColor lvarchar (7) NOT NULL Background color of the chat button in hex code. buttonBackgroundColor lvarchar (60) NOT NULL Text on the chat window that demarks new chat messages from old ones. afterResumeNewChatMsg lvarchar (7) NOT NULL Color of the agent message text in hex code. agentMessageTextColor lvarchar(7) NOT NULL Background color of the agent message in hex code. agentMessageBackgroundColor lvarchar (120) NOT NULL Font family used for the text in the chat web form and chat window. fontTypeFace lvarchar (120) NOT NULL Label that asks the user to choose a problem statement. problemStmtCaption boolean NOT NULL Whether post-chat rating is available for the chat. ratingEnabled Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 32 Database Schema ChatBubble

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Storage Description Field Name boolean NOT NULL Indicates whether the entry is active or inactive. f= Inactive t= Active active datetime year to second Date when the record became inactive. dateInactive ConsultLegDetail Database table name: ConsultLegDetail The Unified CCX system creates a new record in the ConsultLegDetail table when agents are in a consult call. Table 26: ConsultLegDetail Table Fields Storage Description Field Name decimal (18, 0) NOT NULL Primary Key Identifier that the system assigns to the call. sessionid smallint NOT NULL Session sequence number that the system assigns to the call. sessionseqnum smallint NOT NULL Unique identifier assigned to each server in the cluster. nodeid int NOT NULL Identifier of the agent who initiated the consult call. sourceresourceid int NOT NULL Identifier of the agent who answered the call. destinationresourceid datetime year to fraction (3) NOT NULL Date and time when agents are connected and start conversation. startdatetime datetime year to fraction (3) NOT NULL Date and time when the call is disconnected. enddatetime varchar (40) NOT NULL Unique Identifier for the contact. contactid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 33 Database Schema ConsultLegDetail

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Storage Description Field Name int NOT NULL Numeric identifier of the selected CSQ for CSQ-based calls, else -1 is stored. csqrecordid ContactCallDetail Database table name: ContactCallDetail The Unified CCX system creates a new record in the ContactCallDetail table for each call or call leg that is processed by the system. A new call leg starts each time a call is transferred or redirected, except when a call is transferred from a Cisco CTI port to an agent. A ContactCallDetail record contains detailed information about the call or leg. A minimum of one such record will exist for each call. Table 27: ContactCallDetail Table Fields Storage Description Field Name decimal(18,0) NOT NULL Primary Key Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. sessionID smallint NOT NULL Primary Key Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. sessionSeqNum smallint NOT NULL Primary Key Unique identifier that is assigned to each server in the cluster. nodeID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 34 Database Schema ContactCallDetail

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Storage Description Field Name smallint NOT NULL Contact type of the call or the leg: • 1—Incoming. Outside call received by the Unified CCX system. • 2—Outgoing. Call originated by the Unified CCX system, other than a call made within the system. • 3—Internal. Call transferred or conferenced between agents, or a call made within the system. • 4—Redirect in • 5—Transfer in • 6—Preview Outbound • 7—IVR Outbound • 8—Agent Outbound • 9—Agent Outbound call that is transferred to IVR contactType smallint NOT NULL Disposition of the call or the leg. • 1—Abandoned • 2—Handled • 3—Do not care • 4—Aborted1 • 5-22—Rejected • 99—Cleared contactDisposition Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 35 Database Schema ContactCallDetail

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Storage Description Field Name varchar(100,0) NULL Reason for disposition. • 1—System Error • 2—Consult Transfer • 3—Blind Transfer • 5—Blind Transfer to Experience Management for IVR Survey • 6—SIPURI Retrieval Failure for Experience Management Survey • 7—JTAPI Transfer Failure for Experience Management Survey • 8—Notified Experience Management for SMS/Email Survey dispositionReason smallint NOT NULL Originator of the call or the leg: • 1—Agent. Call originated by an agent. • 2—Device. Call originated by a simulated caller (used for testing) and an agent phone where the agent is not currently logged in. • 3—Unknown. Call originated by an outside caller through a gateway or by an unknown device. originatorType int NULL Numeric identifier of the agent who originated the call or the leg. Used only if originatorType is 1. originatorID nvarchar(30,0) NULL If originatorType is 1 and the call was placed by the agent using the non-IPCC extension then this field contains the non-IPCC extension, else it contains an empty character (''). If originatorType is 2, this field shows the CTI port number. If originatorType is 3, this field shows the telephone number of the caller as received by the Unified CM, if available. An empty character ('') if originatorType is 1. This is not applicable for agent based progressive and predictive outbound calls. originatorDN Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 36 Database Schema ContactCallDetail

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Storage Description Field Name smallint NULL Destination of the call or the leg: • 1—Agent. Call presented to an agent. • 2—Device. Call presented to a route point. • 3—Unknown. Call presented to an outside destination through a gateway or to an unknown device. • Null if no destination. destinationType int NULL Numeric identifier of the agent who received the call or the leg. Used only if destinationType is 1. destinationID nvarchar(30) NULL If the destinationType is 1 and the call was received by an agent using the non-IPCC extension, then this field contains the non-IPCC extension, else it contains an empty character (''). If destinationType is 2, this field shows the CTI port number. If destinationType is 3, this field shows the telephone number called, if available. An empty character ('') if destinationType is 1. destinationDN datetime year to fraction (3) NOT NULL For an incoming call or a leg, date and time that the call or the leg started to ring in the system. For an internal call or for an outgoing call, date and time that the call originated. For a transferred call or a leg, endDateTime of the transferring call or leg. startDateTime datetime year to fraction (3) NOT NULL Date and time that this call or the leg was transferred or was disconnected. endDateTime smallint NOT NULL Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. gmtOffset Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 37 Database Schema ContactCallDetail

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Storage Description Field Name nvarchar(30) NULL Telephone number of the device to which the call or leg was presented. If the call or leg was placed to a Unified CCX Route Point, this field shows the directory number configured in the Unified CM for that Route Point. If the call was placed to an external party, this field shows the telephone number dialed by the caller. calledNumber nvarchar(30) NULL Telephone number dialed by the caller if the call was placed from an IP phone. The Unified CM directory number to which the VoIP gateway routed the call if the call was placed from outside the VoIP2 network (for example, from the PSTN3 or a TDM4 PBX5). Null if the caller picked up the phone but did not dial any digits. origCalledNumber decimal(18,0) NULL Identifier of the Unified CCX or Cisco Unified IP IVR6(Unified IP IVR) application task that is associated with the call or the leg. Null for a call that does not have an application associated with it. applicationTaskID int NULL Identifier of the Unified CCX or Unified IP IVR application that processed the call or the leg. Null for a call or a leg that does not have an application associated with it. applicationID nvarchar(30) NULL Name of the Unified CCX or Unified IP IVR application associated with the call. Null for a call or a leg that does not have an application associated with it. applicationName int NULL Duration of the call in seconds. connectTime varchar(40) NULL Contents of the variable _ccdrVar1, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable1 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 38 Database Schema ContactCallDetail

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Storage Description Field Name varchar(40) NULL Contents of the variable _ccdrVar2, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable2 varchar(40) NULL Contents of the variable _ccdrVar3, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable3 varchar(40) NULL Contents of the variable _ccdrVar4, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable4 varchar(40) NULL Contents of the variable _ccdrVar5, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable5 varchar(40) NULL Contents of the variable _ccdrVar6, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable6 varchar(40) NULL Contents of the variable _ccdrVar7, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable7 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 39 Database Schema ContactCallDetail

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Storage Description Field Name varchar(40) NULL Contents of the variable _ccdrVar8, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable8 varchar(40) NULL Contents of the variable _ccdrVar9, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable9 varchar(40) NULL Contents of the variable _ccdrVar10, if this variable is set by the Set Enterprise Call step in the script that the Unified CCX or Unified IP IVR application associated with this call or this leg invoked. Null if this variable is not set. customVariable10 varchar(40) NULL Account number entered by the caller. accountNumber varchar(40) NULL Phone number entered by the caller. callerEnteredDigits char(1) NULL Tag for a bad call. Default = N badCallTag boolean NULL Was this call leg transferring the call: t = transfer f = no transfer boolean NULL Was this call leg redirecting the call: t = redirect f = no redirect boolean NULL Was this call leg conferencing the call: t = conference f = no conference boolean NULL When this flag is set, it means this call leg is sent to another application or destination outside the system. flowout Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 40 Database Schema ContactCallDetail

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Storage Description Field Name boolean NULL Did the call meet the service level: t = met service level f = no Note: Reserved for future use. metServiceLevel int NULL Unique identifier of the campaign that generated this call. campaignID Varchar(32) NULL Unique identifier to identify a call leg that enters the Unified CCX system. This is used to trace a call which has traversed from some product to the Unified CCX. OrigProtocolCallRef Varchar(32) NULL Unique Identifier to identify a call leg that exits the Unified CCX system. This is used to trace a call which has traversed from Unified CCX to some other product. DestProtocolCallRef smallint NULL The result of an IVR based or agent based progressive or predictive outbound call. CallResult int NULL Unique identifier of a contact that is dialed for an outbound campaign. Links with DialingList.dialingListID. dialingListID varchar(40) A unique identifier for all the records related to a single call across various tables in Unified CCX. contactid boolean Indicates whether this is the last leg corresponding to the original call. lastleg 1 For aborted calls, the corresponding value in ContactQueueDetail.disposition = 1 (abandoned) 2 VoIP = Voice over Internet Protocol 3 PSTN = Public Switched Telephone Network 4 TDM = Time-Division Multiplexing 5 Private Branch Exchange 6 Interactive Voice Response Related Topics • AgentConnectionDetail, on page 4 (via sessionID, sessionSeqNum, nodeID, and profileID) • Campaign, on page 18 (via campaignID) • ContactQueueDetail (via sessionID, sessionSeqNum, nodeID, profileID) • ContactRoutingDetail , on page 46 (via sessionID, sessionSeqNum, nodeID, and profileID) • MonitoredResourceDetail, on page 73 (sessionSeqNum maps to monitoredSessionSeqNum, via sessionID, profileID, and nodeID) Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 41 Database Schema ContactCallDetail

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• ProfileIDMapping, on page 75 (via profileID) • PurgeHistory, on page 76 (sessionID maps to monitoredSessionID, via sessionID, sessionSeqNum, profileID, and nodeID) • Resource, on page 81 (via originatorID/destinationID maps to resourceID when originatorType/destinationType is 1, via profileID) ContactHoldDetail Database table name: ContactHoldDetail The Unified CCX system creates a new record in the ContactHoldDetail table each time a contact is put on hold. Table 28: ContactHoldDetail Storage Description Field Name varchar(40) NOT NULL A unique identifier for the contact. This is used to identify all call records pertaining to a single customer whose call details are stored across various tables within Unified CCX. contact id decimal(18,0) NOT NULL An identifier that the system assigns to the call. This identifier remains the same for all legs of the call. sessionID smallint NOT NULL A session sequence number that the system assigns to the call or the call leg. Each leg of the call is assigned a new sequence number. sessionSeqNum datetime year to fraction(3) NOT NULL Date and time the call was put on hold. startDateTime datetime year to fraction(3) NOT NULL Date and time the call changed from hold state to retrieved or disconnected state. endDateTime smallint NOT NULL Indicates the hold initiation type. • 1 - Agent Initiated • 2 - System Initiated type int NOT NULL Identifier of the agent who has put the call on hold. resourceid ConfigSchema Database table name: ConfigSchema Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 42 Database Schema ContactHoldDetail

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The Unified CCX system creates a new record in the configschema table for a specified configuration class. Table 29: ConfigSchema Table Fields Storage Description Field Name int NOT NULL Primary key Unique identifier assigned to the configuration class. configclassid lvarchar(512) NOT NULL Uniquely identifies a class. classname int NOT NULL Specifies the version of the configuration schema. version int NOT NULL Specifies the type of the private data. privatedatatype ConfigSchemaColumn Database table name: ConfigSchemaColumn This table provides information about the mapping details of other table columns. Table 30: ConfigSchemaColumn Table Fields Storage Description Field Name int NOT NULL Primary key Unique identifier assigned to the configuration class. configclassid int NOT NULL Identifies the index of the column. columnindex nvarchar(128,0) NOT NULL Name of the column. columnname lvarchar(512) NOT NULL The type of data stored in the column. columntype int NOT NULL Provides the sequence of the key. keysequence Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 43 Database Schema ConfigSchemaColumn

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ConfigSeed Database table name: ConfigSeed This table provides information about the single and multiple seed values. Table 31: ConfigSeed Table Fields Storage Description Field Name lvarchar(512) NOT NULL Uniquely identifies a table. tablename int NOT NULL Specifies the number which the table references. id ContactQueueDetail Database table name: ContactQueueDetail The Unified CCX system writes the record when the call is queued for CSQs. Then, one of the following happens: • Call is abandoned while queued for CSQs • Call is being dequeued • Caller is connected to an agent Table 32: ContactQueueDetail Table Fields Storage Description Field Name decimal(18,0) NOT NULL Primary Key Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. sessionID smallint NOT NULL Primary Key Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. sessionSeqNum int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID smallint NOT NULL Primary Key Unique identifier assigned to each server in the cluster. nodeID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 44 Database Schema ConfigSeed

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Storage Description Field Name int NOT NULL Primary Key Numeric ID of the CSQ or the agent depending upon the targetType.Numeric ID of the CSQ or the agent depending upon the targetType. • 0—Numeric record ID of the CSQ. (See record ID description in the Contact Service Queue Table) • 1—Numeric agent ID (see resourceID description in the Resource Table) targetID smallint NOT NULL Primary Key Indicates whether the call was queued for a CSQ or for an agent. • 0 = CSQ • 1 = Agent targetType smallint NOT NULL Primary Key For all the new calls that are coming to an agent’s extension through a route point, the value of qIndex is 1. Thereafter, the value of qIndex is incremented by 1, whenever there is a conference through the route point. qIndex smallint NOT NULL Primary Key The order of the call in the queue. queueOrder smallint NULL Disposition for this leg of the call for this CSQ. • Abandoned = 17 • Handled by CSQ = 2 • Dequeued from CSQ = 3 • Handled by script = 4 • Handled by another CSQ = 5 disposition boolean NULL Call answered within the configured number of seconds of queue time for this CSQ. • Yes = t • No = f metServiceLevel int NULL Number of seconds that the caller spent in this CSQ. queueTime datetime year to fraction (3) Date and time of an incoming call that is queued to a particular CSQ. startDateTime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 45 Database Schema ContactQueueDetail

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Storage Description Field Name datetime year to fraction (3) Date and time of an incoming call that is dequeued from a particular CSQ. endDateTime varchar(40) A unique identifier for all the records related to a single call across various tables in Unified CCX. contactid 7 For aborted calls, ContactQueueDetail.disposition = 1 and the corresponding ContactCallDetail.contactDisposition = 4 (aborted). Related Topics • AgentConnectionDetail, on page 4 (via sessionID, sessionSeqNum, nodeID, profileID and qIndex) • ContactCallDetail, on page 34 (via sessionID, sessionSeqNum, nodeID, and profileID) • ContactRoutingDetail , on page 46 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex) • ContactServiceQueue , on page 47 (targetID maps to recordID when targetType is 0, via profileID) • MonitoredResourceDetail, on page 73 (sessionSeqNum maps to monitoredSessionSeqNum, via profileID, and nodeID) • ProfileIDMapping, on page 75 (via profileID) • RemoteMonitoringDetail , on page 79 (sessionID maps to monitoredSessionID, via profileID and nodeID) • Resource, on page 81 (targetID maps to resourceID when targetType is 1, and via profileID) ContactRoutingDetail Database table name: ContactRoutingDetail The Unified CCX system creates a new record in the ContactRoutingDetail table for each Unified CCX call or call leg that is queued for one or more CSQs. A new call leg starts each time that a call is transferred or redirected, except when a call is transferred from a Cisco CTI port to an agent. The system also creates a new record in the ContactRoutingDetail table if a call is conferenced to a Unified CCX script. A ContactRoutingDetail record contains information about call priority and accumulated queue time. This differs from the ContactQueueDetail record which shows individual queue time for each CSQ. Table 33: ContactRoutingDetail Table Fields Storage Description Field Name decimal(18, 0) NOT NULL Primary Key Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. sessionID smallint NOT NULL Primary Key Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. sessionSeqNum Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 46 Database Schema ContactRoutingDetail

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Storage Description Field Name smallint NOT NULL Primary Key Unique identifier assigned to each server in the cluster. nodeID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID smallint NOT NULL Primary Key For all the new calls that are coming to an agent’s extension through a route point, the value of qIndex is 1. Thereafter, the value of qIndex is incremented by 1, whenever there is a conference through the route point. qIndex smallint NULL Priority level assigned to the call or the leg when it was first queued. Null if a priority was not assigned. origPriority smallint NULL Priority level of the call or the leg when it ended. Null if a priority was not assigned. finalPriority int NULL Time (in seconds) that the call was in queue before an agent picked up the call. If the call was in multiple CSQs, then it is the total time that the call has spent in multiple CSQs. queueTime datetime year to fraction (3) NOT NULL For an incoming call or a leg, date and time that the call or the leg was queued for the first CSQ. startDateTime varchar(40) A unique identifier for all the records related to a single call across various tables in Unified CCX. contactid Related Topics AgentConnectionDetail, on page 4 ContactCallDetail, on page 34 ContactQueueDetail, on page 44 MonitoredResourceDetail, on page 73 ProfileIDMapping, on page 75 PurgeHistory, on page 76 ContactServiceQueue Database table name: ContactServiceQueue Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 47 Database Schema ContactServiceQueue

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

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Storage Description Field Name boolean NOT NULL Indicates whether the record is active: f = Inactive t = Active A record becomes inactive if the CSQ is deleted from the system or if the attributes are changed through the Unified CCX Administration user interface. When an attribute is changed, the record is marked inactive; that is, the active field is changed to “f”, and a new record is created. active boolean NOT NULL Whether an agent goes to Work State after handling a call from this CSQ: f —No t —Yes autoWork datetime year to fraction (3) NULL If the active field is “f”, date and time that the record became inactive. dateInactive nvarchar(30,0) NOT NULL Criterion that specifies how contacts are queued, as set up in Unified CCX Administration. queueAlgorithm int NOT NULL Primary Key Identifier of this record. When any CSQ attribute, such as service level, is changed through the Unified CCX Administration user interface, the record is marked inactive; that is, the value of the active field changes to “f”, and a new record is created with a new record ID; the contactServiceQueueID stays the same for that CSQ. recordID int NULL Reserved for future use. orderList smallint NULL Time in seconds that agent is placed in Work state. Possible values: 1 – 7200 0 – disabled wrapupTime nvarchar (256) NOT NULL The prompt value is used for remote monitoring. The customer can record the name of the CSQ and store it in a WAV file. This field contains the name of the WAV file. prompt Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 49 Database Schema ContactServiceQueue

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Storage Description Field Name BLOB NULL Any fields which are used internally only can be stored in this column in a blob. privateData smallint NOT NULL A type of the CSQ. Possible values: 0 – voice CSQ 1 – email CSQ 2 – chat CSQ queueType nvarchar(30,0) NULL The name displayed for the CSQ type. Possible values: • Voice • Chat • Email queueTypeName smallint NOT NULL Type of authentication for email CSQ. The possible values are 0 and 1. • 0=BASIC • 1=OAUTH emailAuthType lvarchar(30000) NULL For Gmail: Downloaded JSON file is stored. Default value: NULL emailOAuthDetails nvarchar(255,0) NULL The userid of the email account mapped to an email CSQ. accountuserId int NULL The unique identifier for the channel provider. channelproviderId int NULL Reserved. reviewQueueId nvarchar(30,0) NULL The type of routing: • Interactive • Noninteractive routingType nvarchar(255,0) NULL The name of the email folder that needs to be polled for mails on the mail server. folderName Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 50 Database Schema ContactServiceQueue

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Storage Description Field Name int NULL The time (in seconds) on how frequently the email server is polled for any new emails. pollingInterval int NULL The time (in minutes) to indicate how far to go back to fetch emails on startup. snapshotAge nvarchar(30,0) NULL The unique identifier for the feeds from Customer Collaboration Platform. feedId Related Topics ContactQueueDetail, on page 44 ProfileIDMapping, on page 75 RemoteMonitoringDetail , on page 79 ResourceGroup , on page 83 SkillGroup , on page 94 TeamCSQMapping , on page 100 ContactWrapupData Database table name: ContactWrapupData The Unified CCX system creates a new record in the contactwrapupdata table each time the agent selects a Wrap-Up reason. Table 35: ContactWrapupData Table Fields Storage Description Field Name decimal (18) NOT NULL Primary Key Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. sessionID smallint NOT NULL Primary Key Session sequence number that the system assigned to the call or the leg. Each leg of a call is assigned a new sequence number. sessionSeqNum int NOT NULL Primary Key Numeric identifier of the resource. resourceID varchar (160) NOT NULL Primary Key Call related information that the agent enters through the Agent Desktop user interface while the agent is in the talking/work state. wrapupData Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 51 Database Schema ContactWrapupData

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Storage Description Field Name smallint Primary Key Unique identifier assigned to each Unified CCX server in the cluster. nodeid smallint Primary Key A new qIndex is created whenever a Unified CCX call is conferenced to a Unified CCX route point. qindex datetime year to fraction Primary Key Date and time that the call or the leg started ringing at the device of an agent. startDateTime smallint Unique number of wrapup reasons for a particular call. A call can have maximum of five wrapup reasons. wrapupindex varchar(40) A unique identifier for all the records related to a single call across various tables in Unified CCX. contactid CrsApplication Database table name: CrsApplication The CrsApplication table records application information. An application is uniquely identified by applicationName. When an application is created, a new record is inserted into this table. When an application is modified, the old record is marked as inactive, and a new record is inserted into the table with a new recordID. When an application is deleted, the corresponding record is marked as inactive. Table 36: CrsApplication Table Fields Storage Description Field Name int NOT NULL Primary Key Unique numeric ID for each record. Introduced for historical reporting purposes. Possible values: 1, 2, 3.... record ID int NOT NULL Primary Key The indentifier of the profile profileID int NOT NULL Configurable application identifier. Not unique for an application. Exposed for Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) integration. Configured on Unified CCX Administration, modifiable. Possible values: -1, 1, 2, 3... applicationID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 52 Database Schema CrsApplication

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Storage Description Field Name lvarchar(512) NOT NULL Represents application configuration class. Possible values: • com.cisco.app.ApplicationConfig • ApplicationConfig.class configClass int NOT NULL Specifies internal configuration schema version. Possible values: 1 version lvarchar(512) NOT NULL Represents application configuration implementation class. Possible value: com.cisco.crs.app.ScriptApplicationConfig configImplClass nvarchar(50,0) NOT NULL Name that uniquely identifies the application applicationName nvarchar(128,0) NOT NULL The type of application. Possible values: • Busy • Ring-No-Answer • Cisco Script Application • Simulation Script • Unified ICME Post-Routing • Unified ICME Translation Routing applicationType boolean NOT NULL Whether or not the application is enabled. Possible values: • f = disabled • t = enabled applicationEnabled int NOT NULL Maximum number of sessions numOfSessions nvarchar(128,0) NULL The description of the application that is configured in the Unified CCX Administration. description BLOB NULL Internal data not exposed to customers. privateData Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 53 Database Schema CrsApplication

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Storage Description Field Name datetime year to second NOT NULL The time when the record is created or updated. Default value: Current year to second createDateTime boolean NOT NULL Whether this record is active. Possible values: • f = inactive • t = active active datetime year to second NULL If active = f, the time when this record became inactive. dateInactive lvarchar(512) Name of the IVR survey that is associated with the application for post-call survey. surveyname varchar(24) The ID of the SMS/Email dispatch that is associated with the application for post-call survey. dispatchid Related Topics ProfileIDMapping, on page 75 CrsGroup Database table name: CrsGroup table The CrsGroup table describes group information. A group is uniquely identified by the combination of groupClassName and groupID. When a group is created, a new record is inserted into this table. When a group is modified, the old record is marked as inactive, and a new record is inserted into the table with a new recordID. When a group is deleted, the corresponding record is marked as inactive. Table 37: CrsGroup Table Fields Storage Description Field Name int NOT NULL Primary Key A unique numeric ID for each record. Introduced for historical reporting purposes. recordID int NOT NULL Primary Key Indentifier of the profile Possible values: 1, 2, 3.... profileID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 54 Database Schema CrsGroup

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Storage Description Field Name lvarchar(512) NOT NULL Represents Group configuration class. Possible values: GroupConfig.class configClass int NOT NULL Specifies internal configuration schema version. Possible values: 2 version lvarchar(512) NOT NULL Represents group configuration implementation class. Possible values: • com.cisco.crs.email. • CiscoEmailControlGroupConfig. configImplClass lvarchar(400) NOT NULL Uniquely identifies a group together with the groupID. The class of channels being managed by the group. groupClass int NOT NULL Uniquely identifies a group together with groupClassName. Group identifier unique for a give class of channels. groupID nvarchar(128,0) NOT NULL Type of the group, corresponding to type of the channels managed by the group as defined since CRS 3.0. groupType boolean NOT NULL Whether the group is enabled. Possible values: f = disabled t = enabled groupEnabled int NOT NULL Number of channels defined in the group. numOfChannels nvarchar(128,0) NULL Description of the group. description BLOB NULL Internal data not exposed to customers. privateData datetime year to second NOT NULL When the group was created. Default value: Current year to second createDateTime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 55 Database Schema CrsGroup

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Storage Description Field Name boolean NOT NULL Whether this record is active. Possible values: f = inactive t = active active datetime year to second NULL If active = f, the time when the record became inactive. dateInactive CrsProperties Database table name: CrsProperties This table stores the configuration properties as key-value pair. Table 38: CrsProperties Table Fields Storage Description Field Name lvarchar(256) NOT NULL Unique identifier of the property from a properties file. propertyname lvarchar(2048) NOT NULL Specifies the value of the property from a properties file. propertyvalue CrsTrigger Database table name: CrsTrigger The CrsTrigger table describes trigger information. A trigger is uniquely identified by a trigger name (triggerName). When a trigger is created, a new record is inserted into this table. When a trigger is modified, the old record is marked as inactive, and a new record is inserted into the table with a new recordID. When a trigger is deleted, the corresponding record will be marked as inactive. Table 39: CrsTrigger Table Fields Storage Description Field Name int NOT NULL Primary Key Unique numeric ID for each record. Introduced for historical reporting purposes. recordID int NOT NULL Primary Key Indentifier of the profile Possible values: 1, 2, 3.... profileID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 56 Database Schema CrsProperties

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Storage Description Field Name lvarchar(512) NOT NULL Represents trigger configuration class. Possible values: ApplicationTriggerConfig.class configClass int NOT NULL Specifies internal configuration schema version. Possible values: 3 version lvarchar(512) NOT NULL Represents trigger configuration implementation class. Possible values: • com.cisco.crs.email. • CiscoEmailControlGroupConfig. configImplClass nvarchar(50,0) NOT NULL Uniquely identifies a trigger. Available from CRS 4.5 onwards. The API does limit the string length. Go back and revisit the length. triggerName nvarchar(128,0) NOT NULL Hard coded. Possible values: • Cisco Http Trigger • Cisco JTAPI Trigger triggerType nvarchar(50,0) NOT NULL Application name being triggered by the trigger. applicationName boolean NOT NULL Whether the trigger is enabled Possible values: • f = disabled • t = enabled triggerEnabled int NOT NULL Maximum number of sessions Possible values: 0, 1, 2... numOfSessions int NOT NULL Idle time out in milliseconds idleTimeout Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 57 Database Schema CrsTrigger

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Storage Description Field Name nvarchar(50,0) NOT NULL Default locale for the trigger. Possible values: • system.default (the currently configured system default locale) • accept.trigger (the locale provided by the incoming event) triggerLocale nvarchar(128,0) NULL Description of the trigger description lvarchar(256) NULL For HTTP trigger, this field contains the URL. For JTAPI and call triggers, this is the dialed number (DN). misc1 lvarchar(256) NULL For JTAPI trigger, this is the partition. misc2 BLOB NULL Internal data not exposed to customers, such as parameters or groups associated with a trigger. privateData datetime year to second Not NULL When the trigger was created. Default value: Current year to second createDateTime boolean NOT NULL Whether this record is active. Possible values: f = inactive t = active active datetime year to second NULL If active = f, the time when the record became inactive. dateInactive Related Topics ProfileIDMapping, on page 75 DateShiftMap Database table name: DateShiftMap This table stores the special business days configured for calendars. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 58 Database Schema DateShiftMap

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Table 40: DateShiftMap Table Fields Storage Description Field Name serial NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL A unique identifier for the calendar. calid nvarchar (50) NOT NULL Name of the calendar. name DATETIME YEAR TO DAY NOT NULL Date of the special day. caldate nvarchar (25) NOT NULL The shift name configured for the specific day of the week. shiftname smallint NOT NULL Type of the shift. shifttype int NOT NULL Shift start time. fromtime int NOT NULL Shift end time. totime boolean NOT NULL Indicates whether the record is currently active or not. f = Inactive t = Active active DATETIME year to second NULL Date and time of the record when it is marked as inactive. dateinactive DayShiftMap Database Table Name: DayShiftMap This table stores the custom weekly business days configured for calendars. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 59 Database Schema DayShiftMap

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Table 41: DayShiftMap Table Fields Storage Description Field Name serial NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL A unique identifier for the calendar. calid nvarchar (3) NOT NULL Day of the week. dow nvarchar (25) NOT NULL The shift name configured for the specific day of the week. shiftname NOT NULL smallint Type of the shift. shifttype int NOT NULL Shift start time in 24-hour format. fromtime int NOT NULL Shift end time in 24-hour format. totime boolean NOT NULL Indicates whether the record is currently active or not. f = Inactive t = Active active DATETIME year to second NULL Date and time of the record when it is marked as inactive. dateinactive DebugFlag Database table name: DebugFlag This table provides information about the status of the debug flag. The debug flag can be set to Enable or Disable. Table 42: DebugFlag Table Field Storage Description Field Name boolean NULL Specifies the flag for debugging. flag Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 60 Database Schema DebugFlag

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DialingList Database table name: DialingList The DialingList table contains the outbound contacts that need to be dialed for a particular campaign. This table is populated when a text file containing the outbound contacts is imported from the Campaigns configuration page in the Unified CCX Administration. When the outbound contacts are imported into the database from the Unified CCX Administration, the callStatus field has the default value of 1 (Pending); that is, the contacts are yet to be dialed. Table 43: DialingList Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL Primary Key A unique identifier for a contact. dialinglistid int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileid int NULL Campaign identifier campaignid datetime year to second NULL Default -CURRENT_TIMESTAMP createdatetime nvarchar(25, 0) NULL The account number of the contact (from the imported file). This field is sent to the agent desktop. accountnumber nvarchar(50, 0) NULL The first name of the contact (from the imported file). firstname nvarchar(50,0) NULL The last name of the contact (from the imported file). lastname varchar(28,0) NOT NULL Primary phone number of the contact (from the imported file). phone01 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 61 Database Schema DialingList

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Storage Description Field Name varchar(28,0) NULL Additional number of the contact (from the imported file). The number is dialed when the agent selects Skip-Next for the preview call. phone02 varchar(28,0) NULL Additional number of the contact (from the imported file). This number is dialed if attempts to dial the first two numbers are unsuccessful. phone03 smallint NOT NULL The time zone for the first phone number of the contact. gmtzonephone01 smallint NOT NULL 0 = Daylight Savings Time (DST) is observed at this phone number. 1 = DST is not observed at this phone number dstphone01 smallint NOT NULL The time zone for the second phone number of the contact. gmtzonephone02 smallint NOT NULL 0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. dstphone02 smallint NOT NULL The time zone for the third phone number of the contact. gmtzonephone03 smallint NOT NULL 0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. dstphone03 varchar(28,0) NULL Phone number to be used for callback (can be supplied by the agent). callbacknumber datetime year to second NULL Customer requested callback time. callbackdatetime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 62 Database Schema DialingList

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Storage Description Field Name smallint NOT NULL The status of the contact record: 1 = Pending. The call is pending. 2 = Active. The record is sent (active) to the Outbound subsystem for dialing. 3 = Closed. The record is closed. 4 = Callback. The record is marked for a callback. 5 = Max Calls. Maximum attempts have been reached for this record (considered closed). 6 = Retry. The call is redialed immediately whenever there is any miss. 7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, the records are moved to this state. 8 = Retries with delay. The call is redialed as it was either busy, no answer, customer abandoned or system abandoned. Retry time is set as per the corresponding configuration in the Unified CCX Application Administration web interface. callstatus Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 63 Database Schema DialingList

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Storage Description Field Name smallint NOT NULL The call result from the last call placed for this record. 1 = Voice. Customer answered and was connected to agent. 2 = Fax. Fax machine reached. 3 = Answering machine. Answering machine reached. 4 = Invalid. Number reported as invalid by the network or by the agent. 5 = Do Not Call. Customer does not want to be called again. 6 = Wrong Number. Number successfully contacted but wrong number. 7 = Wrong Person. Number successfully contacted but reached the wrong person. 8 = Callback. Customer requested regular callback. 9 = Skip/Reject. Agent skipped or rejected a preview call. 10 = Skip-Close/Reject-Close. Agent skipped or rejected a preview call with the close option. 11 = Busy. Busy signal detected or marked busy by agent. 12 = Agent did not respond to the preview call within the timeout duration. 13 = Callback Failed - this value is not written to the database; this is for internal use only. 14 = Callback missed and marked for Retry. 15 = Customer's phone timed out either due to Ring No Answer (RNA) or Gateway failure. 16 = Call was abandoned because IVR port was unavailable or Unified CCX failed to transfer the call to the IVR port. 17 = Call failed due any one of the reasons. 18 = Customer abandoned as customer or agent disconnected the call within the time limit as configured in “Abandoned Call Wait Time” in Unified CCX Application Administration web interface. callresult Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 64 Database Schema DialingList

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Storage Description Field Name smallint NULL The call result from the last time phone01 was called. Values are the same as for callResult. callresult01 smallint NULL The call result from the last time phone02 was called. Values are the same as for callResult. callresult02 smallint NULL The call result from the last time phone03 was called. Values are the same as for callResult. callresult03 smallint NULL The last number dialed. 1 = phone01 2 = phone02 3 = phone03 lastnumberdialed smallint NULL The number of call attempts made to phone01. If there is an error in an attempt to call this number, the attempt is not counted here. callsmadetophone01 smallint NULL The number of call attempts made to phone02. If there is an error in an attempt to call this number, the attempt is not counted here. callsmadetophone02 smallint NULL The number of call attempts made to phone03. If there is an error in an attempt to call this number, the attempt is not counted here. callsmadetophone03 boolean NULL Indicates whether the contact has to be retried. retry boolean NOT NULL Contacts becomes inactive for a campaign in the following scenarios: 1 = delete a campaign 2 = delete all the contacts for a campaign f = Inactive t = Active active datetime year to second NULL The date when record became inactive. dateinactive smallint NULL Number of missed callbacks. numMissedCallback Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 65 Database Schema DialingList

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Related Topics AgentConnectionDetail, on page 4 AreaCode, on page 11 Campaign, on page 18 ContactCallDetail, on page 34 DialingList , on page 61 ProfileIDMapping, on page 75 DialingListHistory Database table name: DialingList The DialingList table contains the outbound contacts that need to be dialed for a particular campaign. This table is populated when a text file containing the outbound contacts is imported from the Campaigns configuration page in the Unified CCX Administration. When the outbound contacts are imported into the database from the Unified CCX Administration, the callStatus field has the default value of 1 (Pending); that is, the contacts are yet to be dialed. Table 44: DialingList Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL Primary Key A unique identifier for a contact. dialinglistid int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileid int NULL Campaign identifier campaignid datetime year to second NULL Default -CURRENT_TIMESTAMP createdatetime nvarchar(25,0) NULL The account number of the contact (from the imported file). This field is sent to the agent desktop. accountnumber nvarchar(50,0) NULL The first name of the contact (from the imported file). firstname Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 66 Database Schema DialingListHistory

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Storage Description Field Name nvarchar(50,0) NULL The last name of the contact (from the imported file). lastname varchar(28,0) NULL Primary phone number of the contact (from the imported file). phone01 varchar(28,0) NULL Additional number of the contact (from the imported file). The number is dialed when the agent selects Skip-Next for the preview call. phone02 varchar(28,0) NULL Additional number of the contact (from the imported file). This number is dialed if attempts to dial the first two numbers are unsuccessful. phone03 smallint NULL The time zone for the first phone number of the contact. gmtzonephone01 smallint NULL 0 = Daylight Savings Time (DST) is observed at this phone number. 1 = DST is not observed at this phone number dstphone01 smallint NULL The time zone for the second phone number of the contact. gmtzonephone02 smallint NULL 0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. dstphone02 smallint NULL The time zone for the third phone number of the contact. gmtzonephone03 smallint NULL 0 = DST is observed at this phone number. 1 = DST is not observed at this phone number. dstphone03 varchar(28) NULL Phone number to be used for callback (can be supplied by the agent). callbacknumber datetime year to second NULL Customer requested callback time. callbackdatetime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 67 Database Schema DialingListHistory

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Storage Description Field Name smallint NULL The status of the contact record: 1 = Pending. The call is pending. 2 = Active. The record is sent (active) to the Outbound subsystem for dialing. 3 = Closed. The record is closed. 4 = Callback. The record is marked for a callback. 5 = Max Calls. Maximum attempts have been reached for this record (considered closed). 6 = Retry. The call is redialed immediately whenever there is any miss. 7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, the records are moved to this state. 8 = Retries with delay. The call is redialed as it was either busy, no answer, customer abandoned or system abandoned. Retry time is set as per the corresponding configuration in the Unified CCX Application Administration web interface. callstatus Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 68 Database Schema DialingListHistory

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Storage Description Field Name smallint NULL The call result from the last call placed for this record. 1 = Voice. Customer answered and was connected to agent. 2 = Fax. Fax machine reached. 3 = Answering machine. Answering machine reached. 4 = Invalid. Number reported as invalid by the network or by the agent. 5 = Do Not Call. Customer does not want to be called again. 6 = Wrong Number. Number successfully contacted but wrong number. 7 = Wrong Person. Number successfully contacted but reached the wrong person. 8 = Callback. Customer requested regular callback. 9 = Skip/Reject. Agent skipped or rejected a preview call. 10 = Skip-Close/Reject-Close. Agent skipped or rejected a preview call with the close option. 11 = Busy. Busy signal detected or marked busy by agent. 12 = Agent did not respond to the preview call within the timeout duration. 13 = Callback Failed - this value is not written to the database; this is for internal use only. 14 = Callback missed and marked for Retry. 15 = Customer's phone timed out either due to Ring No Answer (RNA) or Gateway failure. 16 = Call was abandoned because IVR port was unavailable or Unified CCX failed to transfer the call to the IVR port. 17 = Call failed due any one of the reasons. 18 = Customer abandoned as customer or agent disconnected the call within the time limit as configured in “Abandoned Call Wait Time” in Unified CCX Application Administration web interface. callresult Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 69 Database Schema DialingListHistory

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Storage Description Field Name smallint NULL The call result from the last time phone01 was called. Values are the same as for callResult. callresult01 smallint NULL The call result from the last time phone02 was called. Values are the same as for callResult. callresult02 smallint NULL The call result from the last time phone03 was called. Values are the same as for callResult. callresult03 smallint NULL The last number dialed. 1 = phone01 2 = phone02 3 = phone03 lastnumberdialed smallint NULL The number of call attempts made to phone01. If there is an error in an attempt to call this number, the attempt is not counted here. callsmadetophone01 smallint NULL The number of call attempts made to phone02. If there is an error in an attempt to call this number, the attempt is not counted here. callsmadetophone02 smallint NULL The number of call attempts made to phone03. If there is an error in an attempt to call this number, the attempt is not counted here. callsmadetophone03 boolean NULL Indicates whether the contact has to be retried. retry boolean NULL Contacts becomes inactive for a campaign in the following scenarios: 1 = delete a campaign 2 = delete all the contacts for a campaign 3 = when callStatus becomes 3 (closed) or 5 (max calls) f = Inactive t = Active active datetime year to second NULL The date when record became inactive. dateinactive Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 70 Database Schema DialingListHistory

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Storage Description Field Name smallint NULL Number of missed callbacks. numMissedCallback Related Topics AgentConnectionDetail, on page 4 AreaCode, on page 11 Campaign, on page 18 ContactCallDetail, on page 34 DialingList , on page 61 ProfileIDMapping, on page 75 EngineStatus Database table name: EngineStatus This table stores the information about the start time of the Unified CCX engine. Table 45: EngineStatus Table Fields Storage Description Field Name datetime year to second NOT NULL Indicates the date and time when the engine starts. enginestarttime FlexLicenseUsage Database table name: FlexLicenseUsage This table stores information about the license utilization in Unified CCX such as the number of ports and agent seats in use. Table 46: FlexLicenseUsage Table Fields Storage Description Field Name datetime year to fraction(3) NOT NULL Identifies the date and time when the record was created. timestamp smallint NOT NULL Specifies the number of inbound ports that are in use. inboundportsinuse smallint NOT NULL Specifies the number of outbound ports that are in use. outboundportsinuse Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 71 Database Schema EngineStatus

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Storage Description Field Name smallint NOT NULL Specifies the number of Standard Agent seats in use. stdseats smallint NOT NULL Specifies the number of Premium Agent seats in use. premseats LatestSynchedTime Database table name: LatestSynchedTime This table contains the information about the latest synchronization time of Unified CCX. Table 47: ConsultLegDetail Table Fields Storage Description Field Name datetime year to fraction(3) NOT NULL Specifies the date and the time of the latest synchronization. datesynched LicenseUtilizationDetail Database table name: LicenseUtilizationDetail This table stores information about the license utilization in Unified CCX such as the number of ports and agent seats in use. Table 48: LicenseUtilizationDetail Table Fields Storage Description Field Name datetime year to fraction(3) NOT NULL Identifies the date and time when the record was created. timestamp int NOT NULL Specifies the number of inbound ports that are in use. inboundportsinuse int NOT NULL Specifies the number of outbound ports that are in use. outboundportsinuse int NOT NULL Specifies the number of inbound Agent seats in use. inboundseatsinuse smallint NOT NULL Specifies the number of outbound Agent seats in use. outboundseatsinuse Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 72 Database Schema LatestSynchedTime

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MonitoredResourceDetail Database table name: MonitoredResourceDetail The MonitoredResourceDetail table records the actual agents who are monitored. The RemoteMonitoringDetail table records the original agent or the CSQ that the supervisor plans to monitor. Monitoring a CSQ involves monitoring the agents who handle calls for that CSQ. So the actual agents (there can be more than one) who are monitored will be recorded in the MonitoredResourceDetail table. Table 49: MonitoredResourceDetail Table Fields Storage Description Field Name decimal(18) NOT NULL Primary Key Identifier that the system assigns to the call. This identifier remains the same for all legs of the call. It is the sessionID of the IVR call; that is, when the supervisor starts monitoring, the monitoring call itself is an IVR call. The supervisor monitors one or more Unified CCX calls. sessionid datetime year to fraction (3) NOT NULL The date and time when the remote supervisor attempted to monitor the agent. startmonitoringreqtime datetime year to fraction (3) NOT NULL Primary Key The date and time when the remote supervisor began monitoring the call. startmonitoringcalltime int NOT NULL Identifier of the resource being monitored. monitoredrsrcid smallint NOT NULL The session sequence number of the Unified CCX call that is being monitored. monitoredsessionseqnum int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileid int NOT NULL Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. gmtoffset smallint NOT NULL Primary Key Unique identifier assigned to each server in the cluster. nodeid Related Topics Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 73 Database Schema MonitoredResourceDetail

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• AgentConnectionDetail, on page 4 (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID, profileID) • ContactCallDetail, on page 34 (monitoredSessionSeqNum maps to sessionSeqNum, via sessionID, nodeID, profileID) • ContactQueueDetail (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID, profileID) • ContactRoutingDetail , on page 46 (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID, profileID) • RemoteMonitoringDetail , on page 79 (via sessionID, profileID, nodeID, startMonitoringReqTime) • Resource, on page 81 (monitoredRsrcID maps to resourceID, via profileID) MediaCustomerDataMapping Database table name: MediaCustomerDataMapping The MediaCustomerDataMapping table contains mapping between the customer data fields for a specific media (such as email and other media types) and the order of fields stored in the TextCustomerDetail table. Do not edit this table directly. It is for internal use only Note Table 50: MediaCustomerDataMapping Table Fields Storage Description Field Name int NOT NULL Primary Key Unique identifier for the record. recordId varchar(30,0) NOT NULL Primary Key Type of the media such as email and other media types. mediaType varchar(50,0) NOT NULL Name of the field in the customer data. fieldName int NOT NULL Field ID in the TextCustomerDetail where this field is stored. columnId Related Topics • TextCustomerDetails, on page 109 (via columnId) Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 74 Database Schema MediaCustomerDataMapping

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ProfileIDMapping Database table name: ProfileIDMapping The Unified CCX system creates a new record in the ProfileIDMapping table when a new profile is set up in the Unified CCX Administration. A ProfileIDMapping record shows the mapping of the profile name to its unique identifier. Table 51: ProfileIDMapping Table Fields Storage Description Field Name nvarchar(50,0) NOT NULL Primary Key Name of the profile, as set up in the Unified CCX Administration. profileName int NOT NULL Identifier of the profile. profileID Related Topics • AgentConnectionDetail, on page 4 (via ProfileID) • AgentStateDetail, on page 7 (via ProfileID) • AreaCode, on page 11 (via ProfileID) • Campaign, on page 18 (via ProfileID) • ContactCallDetail, on page 34 (via ProfileID) • ContactQueueDetail (via ProfileID) • ContactRoutingDetail , on page 46 (via ProfileID) • ContactServiceQueue , on page 47 (via ProfileID) • DialingList , on page 61 (via ProfileID) • MonitoredResourceDetail, on page 73 (via ProfileID) • RemoteMonitoringDetail , on page 79 (via ProfileID) • Resource, on page 81 (via profileID) • ResourceGroup , on page 83 (via ProfileID) • ResourceSkillMapping, on page 84 (via ProfileID) • RmonCSQConfig , on page 85 (via ProfileID) • RmonResConfig, on page 86 (via ProfileID) • RmonUser , on page 86 (via ProfileID) • Skill , on page 93 (via ProfileID) • SkillGroup , on page 94 (via ProfileID) Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 75 Database Schema ProfileIDMapping

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• Supervisor , on page 95 (via ProfileID) • Team, on page 99 (via ProfileID) • TeamCSQMapping , on page 100 (via ProfileID) PurgeConfig Database table name: PurgeConfig This table provides information about the purge schedule configuration and the corresponding details such as scheduled time, maximum threshold size of the database, and so on. Table 52: PurgeConfig Table Fields Storage Description Field Name int NOT NULL Unique identifier of the purge schedule configuration id int NOT NULL Specifies the threshold size of the database beyond which an alert message is sent out. hrdbsize int NOT NULL The maximum size allowed for the database. When the database crosses this size, the oldest hrdbdays records are purged. hrdbmaxsize varchar(255) NULL Indicates the email address to receive the alert message when the hrdbsize limit is crossed. hrdbemail int NOT NULL Used in the automatic purge calculation. hrdbdays int NOT NULL Specifies the duration for which the data is retained. After this time period, the data is removed in a scheduled purge. retaininterval varchar(5,0) NULL Identifies the time at which the scheduled purge occurs. scheduledtime int NOT NULL Specifies the duration of the purge activity. rundurationinhours NOT NULL Specifies the maximum threshold of the extents which, when crossed, triggers an automatic purge. maxextentspercentage PurgeHistory Database table name: PurgeHistory Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 76 Database Schema PurgeConfig

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The PurgeHistory table records the history of purge information for both manual and scheduled purges. Table 53: PurgeHistory Table Fields Storage Description Field Name int NOT NULL Primary Key Unique identifier that is assigned to each server in the cluster. nodeId int NOT NULL Primary Key Sequence numbers. purgeHistoryId nvarchar(10,0) NOT NULL PurgeType MANUAL or SCHEDULED. purgeType nvarchar(30,0) NOT NULL PurgeState can be any one of, RUNNING, COMPLETED_SUCCESSFULLY, COMPLETED_WITH_ERRORS,UNKNOWN. purgeState datetime year to fraction(3) NOT NULL Purge start time. purgeStartedDateTime int NULL Historical db size before purge which has the value using store procedure getDbSize with column name as "used”. hrDbSizeBeforePurge datetime year to fraction(3) NULL Date and time of the oldest record before the purge, in YYYY-MM-DD HH:MM:SS.MS format. oldestRecDateTimeBeforePurge datetime year to fraction(3) NULL Purge completion time, in YYYY-MM-DD HH:MM:SS.MS format. purgeCompletedDateTime int NULL Historical db size before purge which has the value using store procedure getDbSize with column name as "used”. hrDbSizeAfterPurge int NULL Config db size before purge which has the value using store procedure getDBspaceUsage('db_cra') with column name as "used". configDbSizeAfterPurge datetime year to fraction(3) NULL Date and time of the oldest record after the purge, in YYYY-MM-DD HH:MM:SS.MS format. oldestRecDateTimeAfterPurge Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 77 Database Schema PurgeHistory

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Storage Description Field Name int NULL Purge run time in minutes which is the difference between purgeCompletedDataTime and purgeStartedDateTime. purgeRunTime Purge the old data from the historical tables periodically to ensure that the number of rows are within the recommended limits. The recommended limits for the number of rows in the historical tables are as follows: • agentstatedetail: Less than 10 million • agentconnectiondetail: Less than 10 million • contactcalldetail: Less than 8 million • contactqueuedetail: Less than 10 million • contactroutingdetail: Less than 10 million Note ReasoncodeLabelMap Database table name: ReasoncodeLabelMap Unified CCX maintains a table of reason codes and labels for Logout and Not Ready states. The reason codes and labels are available in the Cisco Finesse Administration console. This table holds the mapping between reason codes and labels. Table 54: ReasoncodeLabelMap Storage Description Field Name Smallint NOT NULL Primary Key Reason code as configured in the Cisco Finesse Administration console. code NVARCHAR(40,0) NOT NULL Reason label as configured in the Cisco Finesse Administration console. label NVARCHAR(15,0) NOT NULL Primary Key Type of reason code, label: NOT_READY LOGOUT category boolean NULL Specifies whether the record is active in the system. A record becomes Inactive if you delete the reason code label from the Cisco Finesse Administration console and mark the field as "FALSE". active Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 78 Database Schema ReasoncodeLabelMap

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Storage Description Field Name Date time year to second NULL Date and time when this record was added, modified, or deleted from the Cisco Finesse Administration console. dateinactive RemoteMonitoringDetail Database table name: RemoteMonitoringDetail The Remote Monitoring Detail Record provides information about sessions where remote monitoring is used. Table 55: RemoteMonitoringDetail Table Fields Storage Description Field Name decimal(18) NOT NULL Primary Key Identifier that the system assigned to the call. This identifier remains the same for all legs of the call. This is the sessionID of the IVR call; that is, the call that the supervisor makes to monitor other Unified CCX calls. sessionid datetime year to fraction (3) NOT NULL Primary Key The time and date that the remote supervisor attempted to monitor the agent. startmonitoringreqtime varchar(50,0) NULL The numeric ID that the supervisor enters before starting to monitor a call remoteloginid int NOT NULL Numeric ID of the supervisor who does the monitoring. rmonid datetime year to fraction (3) NOT NULL The date and time the monitoring ended. endmonitoringtime int NOT NULL If origMonitoredIDType is: • 1 (agent), this field contains the extension of the agent being monitored. • 2 (CSQ), this field contains the CSQ ID of the CSQ being monitored. origmonitoredid smallint NOT NULL Indicates an agent or a CSQ. • 1 = agent • 2 = CSQ origmonitoredidtype Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 79 Database Schema RemoteMonitoringDetail

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Storage Description Field Name smallint NULL The termination cause of a monitoring session: • 3 = Normal (Monitored) • 100 = Normal (Agent RNA) • 0 = Error (Other) • –9 = Error (Unable to Stop Monitoring) • –8 = Error (Unable to Monitor New Call) • –7 = Error (Agent Logged Off) • –6 = Error (Network Problem) • –5 = Error (VoIP Server unable to communicate) • –4 = Error (Monitoring not allowed) • –3 = Error (Agent not logged in) • –2 = Error (Invalid input) • –1 = Error (Other) cause smallint NOT NULL The sequence number for the IVR call; that is, the call the supervisor makes to monitor other Unified CCX calls. sessionSeqNum decimal(18) NOT NULL The sessionID of the monitored Unified CCX call. monitoredSessionID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID int NULL Offset, in minutes, between the local time of the Unified CCX server and Greenwich Mean Time. As the time information is stored in GMT, this field will always be zero. gmtOffset smallint NOT NULL Primary Key Unique identifier assigned to each server in the cluster. nodeID Related Topics AgentConnectionDetail, on page 4 ContactCallDetail, on page 34 ContactQueueDetail, on page 44 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 80 Database Schema RemoteMonitoringDetail

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ContactRoutingDetail , on page 46 ContactServiceQueue , on page 47 MonitoredResourceDetail, on page 73 RmonUser , on page 86 Resource Database table name: Resource The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM. A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive. Table 56: Resource Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the resource. resourceID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID nvarchar(128,0) NOT NULL The login name assigned to the resource in the Unified CM. resourceLoginID nvarchar(50,0) NOT NULL The first name and the last name of the resource. resourceName int NULL Resource group to which the resource belongs. Null if no resource group is assigned to the resource. resourceGroupID smallint NOT NULL Type of the resource: 1—Agent 2—Supervisor 3—Administrator resourceType Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 81 Database Schema Resource

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Storage Description Field Name boolean NOT NULL Whether this record is active: f —Inactive t —Active A record becomes inactive if the resource is deleted or updated. active boolean NOT NULL Determines whether the resource goes to Ready State after handling a Unified CCX call: f —No t —Yes autoAvail nvarchar(50,0) NOT NULL The Unified CCX extension of the resource. extension int NULL Order in which the resource resides within the resource group. Null if no resource group is assigned to the resource. orderInRG datetime year to fraction(3) NULL Date and time that the record became inactive when the active field is "f". dateInactive int NOT NULL Identifier used to locate the associated skill set of the resource in the ResourceSkillMapping table. The ResourceSkillMapping table can contain multiple records for one resource. resourceSkillMapID int NOT NULL Team ID of the resource. assignedTeamID nvarchar(50,0) NOT NULL First name of the resource. resourceFirstName nvarchar(50,0) NOT NULL Last name of the resource. resourceLastName nvarchar(50,0) NULL Alias name of the resource. resourceAlias smallint NOT NULL Advanced Supervisor Capabilities for the resource. capabilities nvarchar(255) NULL Email ID of the resource. resourceEmailId Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 82 Database Schema Resource

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Related Tables • AgentConnectionDetail, on page 4 (via resourceID, profileID) • AgentStateDetail, on page 7 (resourceID maps to agentID, via profileID) • ContactCallDetail, on page 34 (resourceID maps originatorID/destinationID when originatorType/destinageType is 1, via profileID) • ContactQueueDetail, on page 44 (resourceID maps to targetID when targetType is 1, via profileID) • MonitoredResourceDetail, on page 73 (resourceID maps to monitoredRsrcID, via profileID) • ProfileIDMapping, on page 75 (via profileID) • RemoteMonitoringDetail , on page 79 (resourceID maps to origMonitoredID when origMonitoredIDType is 1, via profileID) • ResourceGroup , on page 83 (via resourceGroupID, profileID) • ResourceSkillMapping, on page 84 (via resourceSkillMapID, profileID) • Supervisor , on page 95 (via resourceLoginID, profileID) • Team, on page 99 (assignedTeamID maps to teamID, via profileID) ResourceGroup Database table name: ResourceGroup The Unified CCX system creates a new record in the ResourceGroup table when a resource group is set up in the Unified CCX Administration. A ResourceGroup record contains information about the resource group. One such record exists for each active and inactive resource group. Table 57: Resource Group Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the resource group. resourceGroupID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID nvarchar(50,0) NULL Name of the resource group, as set up in the Unified CCX Administration. resourceGroupName Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 83 Database Schema ResourceGroup

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Storage Description Field Name boolean NOT NULL Whether the record is active in the Unified CCX system: f —Inactive t —Active A record becomes inactive if the resource group is deleted or updated. active datetime year to fraction(3) NULL If the active field is “f”, date and time that the record became inactive. dateInactive Related Topics • ContactServiceQueue , on page 47 (via resourceGroupID, profileID) • ProfileIDMapping, on page 75 (via profileID) • Resource, on page 81 (via resourceGroupID, profileID) ResourceSkillMapping Database table name: ResourceSkillMapping The Unified CCX system creates a new record in the ResourceSkillMapping table when an agent is associated with a skill in the Unified CCX Administration. A ResourceSkillMapping record contains information about all of the skills that are assigned to resources. Table 58: ResourceSkillMapping Table Fields Storage Description Field Name int NOT NULL Primary Key Identifier of the skill set that is associated with a resource. resourceSkillMapID int NOT NULL Primary Key Identifier of the skill that is associated with a resource. skillID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID smallint NOT NULL Competence level associated with the skill, as set up in the Unified CCX Administration. Values range from 1 (lowest) to 10 (highest). competenceLevel Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 84 Database Schema ResourceSkillMapping

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Storage Description Field Name boolean NOT NULL Whether the record is active in the Unified CCX system: f —Inactive t —Active A record becomes inactive if the resource group is deleted or updated. active Related Topics • ProfileIDMapping, on page 75 (via profileID) • Resource, on page 81 (via resourceSkillMapID and profileID) • Skill , on page 93 (via skillID and profileID) RmonCSQConfig Database table name: RmonCSQConfig The Remote Monitoring Contact Service Queue Configuration table contains the CSQs that a remote monitoring supervisor is allowed to monitor (the supervisor’s allowed list). This table is updated when you configure the Unified CCX system through the Unified CCX Administration pages. Table 59: RmonCSQConfig Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the remote supervisor. rmonID int NOT NULL Primary Key The numeric identifier of the CSQ, relating to contactServiceQueueID in the ContactServiceQueue table. contactServiceQueueID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID Related Topics ContactServiceQueue , on page 47 RmonResConfig, on page 86 RmonUser , on page 86 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 85 Database Schema RmonCSQConfig

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RmonResConfig Database table name: RmonResConfig The Remote Monitoring Resource Configuration table contains the list of the agents (resources) that a remote monitoring supervisor is allowed to monitor (the supervisor’s allowed list). This table is updated when you configure the system through the Unified CCX Administration pages. Table 60: RmonResConfig Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the remote supervisor. rmonID nvarchar(128,0) NOT NULL Primary Key The login ID of the resource that the remote supervisor is allowed to monitor. resourceLoginID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID Related Topics • ProfileIDMapping, on page 75 (via profileID) • Resource, on page 81 (via resourceLoginID, profileID) • RmonCSQConfig , on page 85 (via rmonID, profileID) • RmonUser , on page 86 (via rmonID, profileID) RmonUser Database table name: RmonUser The Remote Monitoring User table provides information about the supervisor who is logged in to remotely monitor agents. Table 61: RmonUser Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the remote supervisor. rmonID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 86 Database Schema RmonResConfig

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Storage Description Field Name nvarchar(128,0) NOT NULL User login name of the remote supervisor. LoginID nvarchar(50,0) NOT NULL Name of the supervisor. name int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID int NOT NULL The type of supervisor: 0 = regular supervisor 1 = remote monitoring supervisor type boolean NOT NULL Determines whether the remote supervisor is active. f = inactive t = active active datetime year to second NULL Date and time the remote supervisor became inactive. dateInactive Related Topics RmonResConfig, on page 86 RemoteMonitoringDetail , on page 79 RmonCSQConfig , on page 85 RtCSQsSummary Database table name: RtCSQsSummary The rtcsqssummary table contains real-time statistics about all configured Contact Service Queues in the system. This table gets updated automatically when real-time snapshot data writing for this table is enabled through the Unified CCX Administration pages (Tools > Real-time snapshot configuration menu option). The updating frequency is based on the configured data writing interval. Table 62: RtCSQsSummary Table Fields Storage Description Field Name nvarchar(50,0) NOT NULL Primary Key Name of the contact service queue. csqname Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 87 Database Schema RtCSQsSummary

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Storage Description Field Name int NULL Number agents who are logged in. loggedinagents int NULL Number of available (idle) agents. availableagents int NULL Number of unavailable agents. unavailableagents int NULL Total number of calls. totalcalls int NULL Oldest contact in the queue. oldestcontact int NULL Number of calls handled. callshandled int NULL Number of calls abandoned. callsabandoned int NULL Number of calls dequeued. callsdequeued int NULL Average talk duration. avgtalkduration int NULL Average wait duration. avgwaitduration int NULL Longest talk duration. longesttalkduration int NULL Longest wait duration. longestwaitduration int NULL Number of calls waiting. callswaiting datetime year to second NULL The date and time that this table data was last updated. enddatetime int NULL Number of agents who are in the working state. workingagents Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 88 Database Schema RtCSQsSummary

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Storage Description Field Name int NULL Number of agents who are in the talking state. talkingagents int NULL Number of agents who are in the reserved state. reservedagents datetime year to second NULL The date and time that this table’s statistics get collected. startdatetime varchar(25,0) NULL Average talk duration in HH:MM:SS format. convavgtalkduration varchar(25,0) NULL Average wait duration in HH:MM:SS format. convavgwaitduration varchar(25,0) NULL Longest talk duration in HH:MM:SS format. convlongesttalkduration varchar(25,0) NULL Longest wait duration in HH:MM:SS format. convlongestwaitduration varchar(25,0) NULL Oldest call in the queue in HH:MM:SS format. convoldestcontact RtICDStatistics Database table name: RtICDStatistics The RtICDStatistics table contains real-time summary statistics about Unified CCX. This table gets updated automatically when real-time snapshot data writing for this table is enabled through the Unified CCX Administration pages (Tools > Real-time snapshot configuration menu option). The updating frequency is based on the configured data writing interval. Table 63: RtICDStatistics Table Fields Storage Description Field Name nvarchar(50,0) NOT NULL Primary Key Contact Service Queue type that identifies the contact type it services. It can be either voice or e-mail. type int NULL Number of CSQs configured. totalcsqs Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 89 Database Schema RtICDStatistics

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Storage Description Field Name int NULL Number of agents who are logged in. loggedinagents int NULL Number of agents who are in the working state. workingagents int NULL Number of agents who are in the reserved state. reservedagents int NULL Number of agents who are in the talking state. talkingagents int NULL Number of available (idle) agents. availableagents int NULL Number of unavailable agents. unavailableagents int NULL Total number of calls. totalcalls int NULL Number of calls waiting. callswaiting int NULL Number of calls handled. callshandled int NULL Number of calls abandoned. callsabandoned int NULL Average talk duration. avgtalkduration int NULL Average wait duration. avgwaitduration int NULL Longest talk duration. longesttalkduration int NULL Longest wait duration. longestwaitduration int NULL Oldest contact in the queue. oldestcontact Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 90 Database Schema RtICDStatistics

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Storage Description Field Name datetime year to second NULL Data collection starting time. startdatetime datetime year to second NULL Date and time this table was last updated. enddatetime varchar(25,0) NULL Average talk duration in HH:MM:SS format. convavgtalkduration varchar(25,0) NULL Average wait duration in HH:MM:SS format. convavgwaitduration varchar(25,0) NULL Longest talk duration in HH:MM:SS format. convlongesttalkduration varchar(25,0) NULL Longest wait duration in HH:MM:SS format. convlongestwaitduration varchar(25,0) NULL Oldest call in the queue in HH:MM:SS format. convoldestcontact Schedule Reskill Database table name: schedule_reskill The Unified CCX system creates a new record in the Schedule Reskill table when an agent is scheduled to be added or removed from a queue. It also indicates whether the agent was scheduled by a supervisor or administrator. Table 64: Skill Table Fields Storage Description Field Name int NOT NULL Primary Key Unique identifier of the record. recordid nvarchar(128,0) NOT NULL The login ID of the resource being rekilled for a CSQ. resourceloginid int NOT NULL Unique identifier of the CSQ for which the resource is being reskilled. csqid Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 91 Database Schema Schedule Reskill

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Storage Description Field Name smallint NOT NULL Indicates the type of operation to be performed - either addition/removal of a resource for a CSQ. Scheduled Addition(1) Scheduled Removal(2) operation nvarchar(128,0) NOT NULL Login ID of the resource who has scheduled addition/removal of a resource for a CSQ. reskiller smallint NOT NULL Indicates whether supervisor/admin has scheduled addition/removal of a resource for a CSQ. Supervisor(1) Administrator(2) reskiller_type bigint NOT NULL Epoch time in seconds, indicating when the resource will be added/removed for a CSQ. scheduletime boolean NOT NULL Indicates whether the record is active or not. When a resource is successfully added/removed for a CSQ, this field is set to false. active datetime year to second Date and time of the record when it is marked as inactive. dateinactive Schedule Reskill Status Database table name: schedule_reskill_status The Unified CCX system stores the results of schedule operation in the Schedule Reskill Status table. Table 65: Skill Table Fields Storage Description Field Name int NOT NULL Identifier used for conflict resolution in an island mode. nodeid int NOT NULL Foreign key to the schedule_reskill table. scheduledid datetime year to second NOT NULL Schedule run time. timestamp Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 92 Database Schema Schedule Reskill Status

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Storage Description Field Name smallint NOT NULL The status of the schedule while adding or removing the agents for the CSQ. 0 = Agent is successfully added or removed for the CSQ. 1 = Agent is already part of the CSQ or is removed from the CSQ. 2 = Operation failed due to connectivity issues. 3 = Agent is not available in the Unified CCX system. 4 = CSQ is not available in the Unified CCX system. 5 = Failed to complete the operation due to internal errors. status Skill Database table name: Skill The Unified CCX system creates a new record in the Skill table when a skill is set up in the Unified CCX Administration. A Skill record contains information about a skill. One such record exists for each configured skill. Table 66: Skill Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the skill. skillID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID nvarchar(50,0) NOT NULL Name of the skill, as set up in the Unified CCX Administration. skillName boolean NOT NULL Determines whether the record is active in the Unified CCX system: f —Inactive t —Active A record becomes inactive if the skill is deleted or updated. active Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 93 Database Schema Skill

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Storage Description Field Name datetime year to fraction(3) NULL If the active field is “f”, date and time that the record became inactive. dateInactive Related Topics ProfileIDMapping, on page 75 ResourceSkillMapping, on page 84 SkillGroup , on page 94 SkillGroup Database table name: SkillGroup The Unified CCX system creates a new record in the SkillGroup table when skills are associated with a CSQ in the Unified CCX Administration. A SkillGroup record describes each skill that is associated with the CSQ. Table 67: Skill Group Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of the skill group. skillGroupID int NOT NULL Primary Key Numeric identifier of the skill. skillID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID smallint NOT NULL Minimum acceptable skill level for agents with this skill, as set up in the Unified CCX Administration. Values range from 1 (lowest) to 10 (highest). competenceLevel boolean NOT NULL Determines whether the record is active in the CSQ: f —Inactive t —Active A record becomes inactive if the new skill group is deleted or updated. active Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 94 Database Schema SkillGroup

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Storage Description Field Name int NOT NULL Skills within a CSQ can be assigned weights. This field is used in the weighted skill calculation of the skill-based resource selection algorithm. Default value is 1. skillWeight int NOT NULL Skills within a CSQ can be ordered. This field is used in the order skill calculation of the skill-based resource selection algorithm. Default value is 1. skillOrder Related Topics ContactServiceQueue , on page 47 ProfileIDMapping, on page 75 Skill , on page 93 Supervisor Database table name: Supervisor The Supervisor table contains the information about supervisors. Table 68: Supervisor Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier of this supervisor. recordID nvarchar(128,0) NOT NULL User ID in the Unified CM configuration. resourceLoginID int NOT NULL Team identifier of the managed team. managedTeamID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID smallint NOT NULL Type of supervisor for this team 0 = Primary 1 = Secondary supervisorType Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 95 Database Schema Supervisor

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Storage Description Field Name boolean NOT NULL Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated. f = Inactive t = Active active datetime year to second NULL The date on which this record was deleted. dateInactive Related Topics • Resource, on page 81 (via resourceLoginID and profileID) • ProfileIDMapping, on page 75 (via ProfileID) • Team, on page 99 (managedTeamID maps to teamID, via profileID) SupervisorCampaignMap Database table name: SupervisorCampaignMap This table provides the list of campaigns that are managed by Supervisors. A Supervisor can be associated with one or more campaigns to manage. Table 69: SupervisorCampaignMap Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL Primary Key An identifier of the Unified CCX profile that is associated with this record. profileid nvarchar(128,0) NOT NULL The login name assigned to the resource in the Unified CM. resourceloginid int NOT NULL A unique identifier for the campaign. campaignid boolean NOT NULL Indicates whether the record is active. active Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 96 Database Schema SupervisorCampaignMap

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Storage Description Field Name datetime year to second NULL Date this record is deleted. dateinactive Related Topics ProfileIDMapping, on page 75 Campaign, on page 18 Resource, on page 81 SupervisorApplicationMap Database table name: SupervisorApplicationMap This table provides the list of applications that are managed by Supervisors. A Supervisor can be associated with one or more applications to manage. Table 70: SupervisorApplicationMap Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL Primary Key An identifier of the Unified CCX profile that is associated with this record. profileid nvarchar(128,0) NOT NULL The login name assigned to the resource in the Unified CM. resourceloginid int NOT NULL A unique identifier for the application. applicationid boolean NOT NULL Indicates whether the record is active. active datetime year to second NULL The date on which this record is deleted. dateinactive Related Topics ProfileIDMapping, on page 75 CrsApplication , on page 52 Resource, on page 81 Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 97 Database Schema SupervisorApplicationMap

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SystemConfig Database table name: SystemConfig This table stores the system configuration details. Table 71: SystemConfig Table Fields Storage Description Field Name int NOT NULL Unique identifier for the record. recordid int NOT NULL Unique identifier for the profile. profileid lvarchar(512) NOT NULL Unique identifier of the class. classname int NOT NULL Specifies the version of the internal configuration schema. version lvarchar(512) NOT NULL Unique identifier of the implemented class. implclassname BLOB NULL Specifies the internal data that is not exposed to customers. privatedata nvarchar(128,0) NULL Specifies the description of the system configuration. description datetime year to second NOT NULL Indicates the date and time the record was created. Default value: Current year to second. createdatetime boolean NOT NULL Indicates whether the record is active. Possible values: f = inactive t = active active datetime year to second NULL Indicates when the record became inactive. Possible values: f = inactive t = active dateinactive Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 98 Database Schema SystemConfig

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Team Database table name: Team The Team table contains information about specific teams. Table 72: Team Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier for this team. teamID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID nvarchar(50,0) NOT NULL Name of this team. teamName boolean NOT NULL Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated. f = Inactive t = Active active datetime year to fraction(3) NULL The date on which this record was deleted. dateInactive smallint NOT NULL Indicates the auto answer and zip tone option selected for this team. 0 - No auto answer 1 - Auto answer with zip tone 2 - Auto answer without zip tone Default value = 0 autoanswer Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 99 Database Schema Team

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Storage Description Field Name boolean NOT NULL Indicates the state of an agent to move to the Not Ready state when the monitored Non ACD lines are used for incoming or outgoing calls. f – The Non ACD line is busy, and the state of the agent is set to Ready. t – The Non ACD line is busy, and the state of the agent is set to Not Ready. Note This attribute is available only if Change Agent State to Not Ready when Agent Busy on Non ACD Line is configured at a team level. To configure this functionality at a team level, you must install UCCX 12.5(1) SU1 ES01. acdbusyonnonacdbusy boolean NOT NULL Indicates whether team settings override global settings. f – The team settings do not override the global settings. t- The team settings override the global settings. Note This attribute is available only if Change Agent State to Not Ready when Agent Busy on Non ACD Line is configured at a team level. To configure this functionality at a team level, you must install UCCX 12.5(1) SU1 ES01. nonacdbusyoverride Related Topics • ProfileIDMapping, on page 75 (via ProfileID) • Resource, on page 81 (teamID maps to assignedTeamID and via profileID) • Supervisor , on page 95 (teamID maps to managedTeamID and via profileID) • TeamCSQMapping , on page 100 (via teamID and profileID) TeamCSQMapping Database table name: TeamCSQMapping The TeamCSQMapping table shows the relationship between Teams and CSQs; for example, Team 1 is CSQ3, Team 4 is CSQ10. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 100 Database Schema TeamCSQMapping

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Table 73: TeamCSQMapping Table Fields Storage Description Field Name int NOT NULL Primary Key Numeric identifier for this record. recordID int NOT NULL Numeric identifier for the CSQ. csqID int NOT NULL Numeric identifier for the team. teamID int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileID boolean NOT NULL Indicates whether the record is active in the Unified CCX system. A record becomes inactive if a team is deleted or updated. f = Inactive t = Active active datetime year to second NULL The date on which this record was deleted. dateInactive Related Tables • ContactServiceQueue , on page 47 (csqID maps to contactServiceQueueID, and via profileID) • ProfileIDMapping, on page 75 (via ProfileID) • Team, on page 99 (via teamID and profileID) TextAgentConnectionDetail Database table name: TextAgentConnectionDetail The Unified CCX system creates a new record in the TextAgentConnectionDetail table when an agent receives an email or chat. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 101 Database Schema TextAgentConnectionDetail

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Table 74: TextAgentConnectionDetail Table Fields Storage Description Field Name varchar (64,0) NOT NULL Primary Key Alphanumeric identifier for the contact. ContactID smallint NOT NULL Primary Key Contact sequence number that the system assigned to the contact or the leg. Each leg of a contact is assigned a new contact sequence number. To be used later. ContactSeqNum smallint NOT NULL Numeric identifier for the node. nodeID int NOT NULL Primary Key Numeric identifier for the resource. resourceID datetime year to fraction (3) NOT NULL Primary Key Date and time that the contact or leg entered the system. startDateTime datetime year to fraction (3) NOT NULL Date and time that the contact or the leg was transferred or disconnected. endDateTime smallint NOT NULL A new qIndex is created whenever a Unified CCX contact is conferenced to a Unified CCX route point. To be used later. qIndex smallint NULL Amount of time, in seconds, that passed from the time a contact or leg was presented to an agent and the agent answered the contact. acceptTime smallint NULL Amount of time, in seconds, that passed from the time an agent answered the contact or the leg to the time the contact or the leg was disconnected or transferred, not including hold time. talkTime smallint NULL Amount of time, in seconds, that an agent spent in Work State after the contact or the leg. To be used later. workTime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 102 Database Schema TextAgentConnectionDetail

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Storage Description Field Name varchar(40,0) NULL The contact information that the agent enters after the contact is handled through the Agent Desktop user interface. WrapupData smallint NOT NULL Default: 0 Disposition of the contact. contactdisposition varchar(18) Unique identifier of an agent login session. This identifier remains the same until the session ends. loginsessionid smallint Indicates the media session identifier assigned while assigning the contact. It can be 1 to 5 for ‘Chat’ media and 26 to 30 for ‘Email’ media, depending on the maximum sessions configured by the administrator in ‘Channel Parameter’ configuration page of AppAdmin. mediasessionid int Numeric identifier of the CSQ in which the agent received an email or chat contact. csqrecordid Related Topics TextContactDetail , on page 105 TextContactQueueDetail, on page 108 TextAgentStateDetails Database table name: TextAgentStateDetail The Unified CCX system creates a new record in the TextAgentStateDetail table each time the state of the agent changes while the agent is handling chat and email. The TextAgentStateDetail record contains information about the agent and about the event that caused the agent state to change. Table 75: TextCustomerDetail Table Fields Storage Description Field Name int NOT NULL Primary Key Identifier of the agent whose state has changed. agentID datetime year to fraction (3) NOT NULL Primary Key Date and time that the chat agent state changed. stateChangeDatetime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 103 Database Schema TextAgentStateDetails

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Storage Description Field Name smallint NOT NULL Primary Key Event that triggered the chat agent state change: 0—Logon 1—Log off 2—Not available 3—Available 4—Busy 5—Unknown 6—Partial busy 7—Reserved agentStateID smallint NOT NULL Primary Key Code, as written to the database, for the reason that the chat agent changed to Not Ready state or to Log Out state. 32750—Non chat agent 32755—Contact ended 32757—Media handler failure 32760—Login 32763—Contact not accepted 32764—CCX failure 32765—Connection down reasonCode smallint NOT NULL Primary Key Routing type of the contact or leg: 1—Interactive 2—Non Interactive routingType varchar(18) Unique identifier of an agent login session. This identifier remains the same until the session ends. loginsessionid varchar(64) Alphanumeric identifier for the contact. This field will have an identifier only if the agent state changes due to allocating or handling a contact. Else, it will be NULL. contactid Related Topics • Resource, on page 81 (via agentID) Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 104 Database Schema TextAgentStateDetails

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TextAgentWrapupDetail Database table name: TextAgentWrapupDetail The Unified CCX system creates a new record in the TextAgentWrapupDetail table each time the agent enters a Wrap-Up detail. Table 76: TextAgentWrapupDetail Table Fields Storage Description Field Name varchar (64,0) NOT NULL Primary Key Alphanumeric identifier for the contact. ContactID int NOT NULL Primary Key Numeric identifier for the resource. resourceID int NOT NULL Numeric identifier for the reason. reasonID datetime year to fraction (3) NOT NULL Primary Key Date and time that the Wrap-Up is applied. wrapupTime smallint NULL Type of the media such as email and other media types. 1—Chat 3—Email MediaType TextContactDetail Database table name: TextContactDetail The Unified CCX system creates a new record in the TextContactDetail table for each chat and email contact or leg processed by the system. A new contact or leg starts each time a contact is transferred or redirected. A TextContactDetail record contains detailed information about the contact or leg. At least one such record will exist for each contact or leg. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 105 Database Schema TextAgentWrapupDetail

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Table 77: TextContactDetail Table Fields Storage Description Field Name varchar (64,0) NOT NULL Primary Key Alphanumeric identifier for this record. ContactID smallint NOT NULL Primary Key Contact sequence number that the system assigned to the contact or the leg. Each leg of a contact is assigned a new contact sequence number. To be used later. ContactSeqNum smallint NOT NULL Numeric identifier for the node. nodeID smallint NOT NULL Type of contact or leg: 1—Incoming. Outside contact received by the Unified CCX system. contactType smallint NOT NULL Type of the media such as email and other media types. 1—Chat 3—Email mediaType smallint NOT NULL Disposition of the contact or the leg. 1—Abandoned 2—Handled 3—Do not care 4—Aborted 8 5—Rejected 6—Cleared 7—Unknown contactDisposition Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 106 Database Schema TextContactDetail

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Storage Description Field Name varchar(100,0) NULL Reason why the contact is aborted or rejected by the system. • Unknown • Chat_agent_ended • Chat_customer_ended • Chat_agent_aborted • Chat_agent_abandoned • Chat_customer_abandoned • Chat_abandoned_timeout • Chat_customer_abandoned • Chat _customer_waited • Chat_system_failure • Chat_system_failure_before_agent_joined • Chat_agent_connection_failure • Chat_agent_end_before_in _chatroom dispositionReason smallint NOT NULL Originator of the contact or the leg: 1—Agent. Contact originated by an agent. 2—Unknown. Contact originated from outside. originatorType nvarchar(50,0) int NULL Numeric identifier of the agent who originated the contact or the leg. Used only if originatorType is 1. originator smallint NOT NULL Destination of the contact or the leg: 1—Agent. Contact presented to an agent. Null if no destination. destinationType nvarchar(50,0) int NULL Numeric identifier of the agent who received the contact or the leg. Used only if destinationType is 1. destination datetime year to fraction (3) NOT NULL Date and the time that the contact or the leg is presented to the agent. startDateTime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 107 Database Schema TextContactDetail

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Storage Description Field Name datetime year to fraction (3) NOT NULL Date and time that the contact or the leg is transferred or disconnected. endDateTime nvarchar(50,0) NULL The string with which the contact or the leg is tagged. tagID smallint Source from which the contact originated. 1—Bubble Chat 2—Fb Messenger -1—Others source 8 For aborted calls, the corresponding value in ContactQueueDetail.disposition = 1 (abandoned). Related Topics TextAgentConnectionDetail , on page 101 TextContactQueueDetail, on page 108 TextContactQueueDetail Database table name: TextContactQueueDetail The Unified CCX system writes the record when the contact is queued for chat and email CSQs; then one of the following happens: • Contact or leg is abandoned while queued for chat and email CSQs • Contact or leg is being dequeued • Contact or leg is connected to an agent Table 78: TextContactQueueDetail Table Fields Storage Description Field Name varchar (64,0) NOT NULL Primary Key Alphanumeric identifier for the contact. ContactID smallint NOT NULL Primary Key Contact sequence number that the system assigned to the contact or the leg. Each leg of a call is assigned a new contact sequence number. To be used later. ContactSeqNum smallint NOT NULL Numeric identifier for the node. nodeID Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 108 Database Schema TextContactQueueDetail

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Storage Description Field Name int NOT NULL Primary Key Numeric identifier for the chat and email CSQ. csqRecordID smallint NOT NULL Primary Key A new qIndex is created whenever a Unified CCX contact is conferenced to a Unified CCX route point. To be used later. qIndex smallint NULL Disposition for this leg of the contact for this CSQ. • Abandoned = 19 • Handled by CSQ = 2 • Dequeued from CSQ = 3 • Handled by another CSQ = 4 disposition boolean NULL Contact answered within the configured number of seconds of queue time for this CSQ. • Yes = t • No = f To be used later. metServiceLevel int NULL Number of seconds the contact spent in queue for this CSQ and this leg of the contact. queueTime 9 For aborted calls, ContactQueueDetail.disposition = 1 and the corresponding ContactCallDetail.contactDisposition = 4 (aborted). Related Topics TextAgentConnectionDetail , on page 101 TextContactDetail , on page 105 ContactServiceQueue , on page 47 TextCustomerDetails Database table name: TextCustomerDetail The Unified CCX system creates a new record in the TextCustomerDetails table when a chat and email agent receives the contact. The TextCustomerDetail table captures customer related information corresponding to the chat and email contact. Maximum 10 customer fields can be persisted in the table. The chat and email customer is advised to limit each field value as per the details mentioned in the below table so that the data truncation will not Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 109 Database Schema TextCustomerDetails

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happen while storing the customer data into the database. Customer can write custom reports on top of this historical reporting table and use the persisted data. Table 79: TextCustomerDetail Table Fields Storage Description Field Name nvarchar (64,0) NOT NULL Primary Key Alphanumeric identifier for this record. ContactID int NOT NULL The unique field IDs corresponding to the field names in the non-voice contact or MediaCustomerDataMapping table. In actual table schema there are 10 individual columns named FieldID1 through FieldID10. FieldID1 to FieldID10 lvarchar (600) NOT NULL Indicates the field values provided for the corresponding field names in the non-voice contact or MediaCustomerDataMapping table. In actual table schema there are 10 individual columns named FieldValue1 through FieldValue10. FieldValue1 to FieldValue5 FieldValue9 to FieldValue10 lvarchar (5080) NULL Indicates the field values provided for the corresponding field names in the non-voice contact or MediaCustomerDataMapping table. In case of email contact the field values 6 to 8 are used for the Agent added email addresses in the CC, BCC and To fields respectively. FieldValue6 to FieldValue8 datetime year to fraction(3) NOT NULL Indicates the date and time of insertion. InsertionDate Related Topics • ChatUserForm, on page 29 (via fieldID) • TextContactDetail , on page 105 (via ContactID) • MediaCustomerDataMapping, on page 74 (via FieldID) TextRatingDetail Database table name: TextRatingDetail The Unified CCX system creates a new record in the TextRatingDetail table each time the customer rates a chat experience. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 110 Database Schema TextRatingDetail

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Table 80: TextRatingDetail Table Fields Storage Description Field Name varchar (64) NOT NULL Primary Key Alphanumeric identifier for this record. ContactID smallint NOT NULL The rating given by the customer. Rating datetime year to fraction (3) NOT NULL Date and time the customer assigned the rating. RatingTime Related Topics TextAgentStateDetails, on page 103 TextCustomerDetails, on page 109 TextContactQueueDetail, on page 108 TextAgentWrapupDetail, on page 105 TextContactDetail , on page 105 TextAgentConnectionDetail , on page 101 WorkflowTask Database table name: WorkflowTask A WorkflowTask record contains information about a task or a subtask that runs on the Unified CCX system. Table 81: WorkflowTask Table Fields Storage Description Field Name decimal(18,0) NOT NULL Primary Key Identifier of the task. taskID decimal(18,0) NULL Identifier of the parent task, if the task is a subtask. parentTaskID datetime year to second NULL Date and the time that the task was started. startDateTime datetime year to second NULL Date and the time that the task was completed. endDateTime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 111 Database Schema WorkflowTask

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Storage Description Field Name smallint NOT NULL Primary Key Unique identifier assigned to each Unified CCX server in the cluster. applicationServerID Related Topics AgentConnectionDetail, on page 4 ContactCallDetail, on page 34 ContactQueueDetail, on page 44 ContactRoutingDetail , on page 46 MonitoredResourceDetail, on page 73 RemoteMonitoringDetail , on page 79 WrapupCategory Database table name: WrapupCategory Wrap-Up reason category information is stored in this table. A Wrap-Up Reason is associated with one or more CSQs. This mapping of Wrap-Up Reasons and CSQs is stored separately in wrapupCsqMap table. Table 82: WrapupCategory Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the Wrap-Up category. categoryid int NOT NULL Primary Key Identifier of the Unified CCX profile that is associated with this record. profileid int NOT NULL Primary Key A unique identifier for the record. recordid nvarchar(160,0) NOT NULL The name of the Wrap-Up category. name lvarchar(40) NOT NULL The type of interaction for which the Wrap-Up reason is applied. For example, Non-Voice. type boolean NOT NULL Indicates whether the Wrap-Up category is tagged at global or CSQ level. global Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 112 Database Schema WrapupCategory

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Storage Description Field Name boolean NOT NULL Indicates whether the record is currently active. active datetime year to second NULL The date and time when the record became inactive. dateinactive bigint NULL The date and time that the record is created. Default value: Current year to second. createdatetime WrapupReasons Database table name: WrapupReasons This table stores the details about the Wrap-Up reasons that are configured by the administrator. Table 83: WrapupReasons Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the Wrap-Up reason. reasonid int NOT NULL A unique identifier for the Wrap-Up category. categoryid nvarchar(160,0) NOT NULL The name of the Wrap-Up reason. reason boolean NOT NULL Indicates whether the record is currently active. active datetime year to second NULL The date and time when the record became inactive. dateinactive bigint NULL The date and time that the record is created. Default value: Current year to second. createdatetime WrapupCsqMap Database table name: WrapupCsqMap The mapping of Wrap-Up Reasons and CSQs is stored in this table. Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 113 Database Schema WrapupReasons

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Table 84: WrapupCsqMap Table Fields Storage Description Field Name int NOT NULL Primary Key A unique identifier for the record. recordid int NOT NULL A unique identifier for the Wrap-up Category. categoryid int NOT NULL A unique identifier for the CSQ from the ContactServiceQueue table. csqid boolean NOT NULL Indicates whether the record is currently active. active datetime year to second NULL The date and time when the record became inactive. dateinactive bigint NULL The date and time that the record is created. Default value: Current year to second. createdatetime Cisco Unified Contact Center Express Database Schema Guide, Release 12.5(1) SU1 114 Database Schema WrapupCsqMap

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