Ucce B Database Schema Handbook For Cisco

Database Schema Handbook for Cisco Unified ICM/Contact Center
Enterprise, Release 11.6(1)

First Published: 2017-08-24
Last Modified: 2018-11-08
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
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: www.cisco.com
go trademarks. 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)
© 2019 Cisco Systems, Inc. All rights reserved.
CONTENTS
PREFACE Preface xiii

Change History xiii
About This Guide xv
Audience xv
Related Documents xv
Obtaining Documentation and Submitting a Service Request xvi
Field Alerts and Field Notices xvi
Documentation Feedback xvi
Conventions xvi
CHAPTER 1 Introduction 1
The Unified ICM and Unified CCE Databases 1
General Concepts 1
Tables Columns and Rows 2
Table Relationships 2
Key Fields 3
Reserved Fields 4
Field Applicability 4
Data Types 4
Real-Time and Historical Data 6
Call Detail Data 6
CHAPTER 2 All Tables 9

Admin_Script_Schedule_Map 14
Agent 16
Agent_Attribute 19
Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.6(1)
iii
Contents
Agent_Desk_Settings 20
Agent_Distribution 25
Agent_Event_Detail 26
Agent_Interval 29
Agent_Logout 33
Agent_Real_Time 34
Agent_Skill_Group_Interval 40
Agent_Skill_Group_Logout 55
Agent_Skill_Group_Real_Time 56
Agent_State_Trace 59
Agent_Targeting_Rule 63
Agent_Targeting_Rule_Member 66
Agent_Targeting_Rule_Range 67
Agent_Team 67
Agent_Team_Member 69
Agent_Team_Supervisor 70
Announcement 70
Application_Event 71
Application_Gateway 74
Application_Gateway_Connection 75
Application_Gateway_Globals 77
Application_Gateway_Half_Hour 79
Application_Instance 81
Application_Path 82
Application_Path_Member 84
Application_Path_Real_Time 84
Attribute 86
Attribute_Set 88
Attribute_Set_Member 89
AWControl 89
Blended_Agent_Options 90
Bucket_Intervals 94
Bulk_Job 95
Business_Entity 97
iv
Contents
Call_Type 98
Call_Type_Interval 100
Call_Type_Map 116
Call_Type_SG_Interval 117
Call_Type_Real_Time 129
Campaign 143
Campaign_Half_Hour 152
Campaign_Query_Rule 153
Campaign_Query_Rule_Half_Hour 156
Campaign_Query_Rule_Interval 159
Campaign_Query_Rule_Real_Time 162
Campaign_Skill_Group 171
Campaign_Target_Sequence 173
Cfg_Mngr_App_Snapshot_State 174
Cfg_Mngr_Globals 175
Cfg_Mngr_User_Desktop_Snap 176
Cfg_Mngr_User_Menu 178
Cfg_Mngr_User_Settings 178
Cfg_Mngr_View 179
Class_Access_Xref 180
Class_List 181
Class_Security 182
ClassID_To_ObjectType 183
Configuration_Limit 183
Config_Message_Log 186
Congestion Control 187
Contact_Share_Group 190
Contact_Share_Group_Member 191
Contact_Share_Queue 191
Contact_Share_Rule 192
Controller_Time 193
Customer_Definition 194
Customer_Options 195
Default_Call_Type 196
v
Contents
Department 197
Department _Member 198
Device_Target 199
Dialed_Number 201
Dialed_Number_Label 202
Dialed_Number_Map 203
Dial_Number_Plan 204
Dialer 206
Dialer_Detail 210
Dialer_Half_Hour 216
Dialer_Interval 220
Dialer_Port_Map 222
Dialer_Port_Real_Time 223
Dialer_Real_Time 225
Dialer_Skill_Group_Half_Hour 229
Dialer_Skill_Group_Real_Time 232
Enterprise_Route 234
Enterprise_Route_Member 235
Enterprise_Service 236
Enterprise_Service_Member 237
Enterprise_Skill_Group 238
Enterprise_Skill_Group_Member 239
Event 240
Expanded_Call_Variable 242
Feature_Control_Set 244
ICR_Globals 245
ICR_Instance 249
ICR_Locks 251
ICR_Node 252
ICR_View 253
Ids 254
Import_Log 255
Import_Rule 256
Import_Rule_Clause 260
vi
Contents
Import_Rule_History 262
Import_Rule_Real_Time 263
Import_Schedule 265
Label 265
Logger_Admin 267
Logger_Meters 268
Logger_Type 270
Logical_Interface_Controller 270
Machine_Address 272
Machine_Connection_Profile 272
Machine_Host 272
Machine_Service 277
Master_Script 281
Media_Class 283
Media_Routing_Domain 284
Network_Event_Detail 287
Network_Target 289
Network_Trunk_Group 290
Network_Trunk_Group_Half_Hour 291
Network_Trunk_Group_Real_Time 293
Network_Vru 295
Network_Vru_Bank 296
Network_Vru_Script 297
Next_Available_Number 299
Object_Access_Xref 299
Object_List 300
Object_Security 301
Peripheral 302
Peripheral_Default_Route 306
Peripheral_Interval 307
Peripheral_Monitor 309
Peripheral_Real_Time 311
Peripheral_Target 315
Persistent_Variable 316
vii
Contents
Person 317
Physical_Controller_Half_Hour 319
Physical_Interface_Controller 321
Precision_Queue 322
Precision_Q_Real_Time Table 324
Precision_Queue_Step 335
Precision_Q_Step_Real_Time 336
Precision_Queue_Term 337
Query_Rule 339
Query_Rule_Clause 341
Reason_Code 342
Recovery 343
Recurring_Schedule_Map 344
Region 346
Region_Info 347
Region_Member 348
Region_Prefix 349
Region_View 350
Region_View_Member 354
Rename 355
Route 355
Route_Call_Detail 357
Route_Call_Variable 364
Route_Five_Minute 365
Route_Half_Hour 369
Route_Real_Time 374
Router_Queue_Interval 379
Routing_Client 388
Routing_Client_Five_Minute 392
Schedule 399
Schedule_Import 401
Schedule_Import_Real_Time 403
Schedule_Map 405
Schedule_Report 406
viii
Contents
Schedule_Report_Input 407
Schedule_Source 408
Scheduled_Target 409
Scheduled_Target_Real_Time 411
Script 411
Script_Cross_Reference 413
Script_Data 414
Script_Five_Minute 415
Script_Print_Control 416
Script_Queue_Real_Time 417
Script_Real_Time 418
Script_Table 419
Script_Table_Column 420
Sec_Group 421
Sec_User 422
Service 422
Service_Array 425
Service_Array_Member 427
Service_Five_Minute 428
Service_Interval 433
Service_Level_Threshold 442
Service_Member 443
Service_Real_Time 444
Shift 460
Skill_Group 461
Skill_Group_Five_Minute 465
Skill_Group_Interval 469
Skill_Group_Member 496
Skill_Group_Real_Time 497
Skill_Target 513
System_Attribute 514
System_Capacity_Interval 515
System_Capacity_Real_Time 516
Termination_Call_Detail 518
ix
Contents
Termination_Call_Variable 533
Translation_Route 535
Translation_Route_Half_Hour 536
Trunk 538
Trunk_Group 539
Trunk_Group_Five_Minute 541
Trunk_Group_Half_Hour 542
Trunk_Group_Real_Time 543
User_Formula 545
User_Formula_Equation 546
User_Group 547
User_Group_Member 549
User_Security_Control 550
User_Supervisor_Map 550
User_Variable 551
Version 553
View_Column 553
Vru_Currency 555
Vru_Defaults 556
Vru_Locale 558
Vru_Port_Map 559
CHAPTER 3 Tables by Group 561

Overview 561
Blended Agent (Outbound Option) 561
Contact Sharing 563
Device 564
Peripheral Detail 566
Trunk Group Detail 566
Enterprise 567
Media Routing 569
Precision Queue 570
Precision Queue Detail 571
Route 571
x
Contents
Schedule 574
Script 575
Call Type Detail 577
Region Detail 577
Script Detail 578
Security 579
Skill Target 581
Agent Detail 583
Service Detail 584
Skill Group Detail 584
System 585
User Preferences 587
VRU Micro-application 588
Tables Reserved for Future Use 588
CHAPTER 4 Field Values 591

Access Levels 591
AgentState 592
Application Gateway: Fault Tolerance 593
Client Type 594
Customer Options Type 596
Days 596
Dialed Number Map: ANIWildCardType 597
Dialer Detail: CallResult 598
Dialer Detail: CallStatusZone 599
Dialer Detail: DialingMode 600
Event Fields 601
ICR Locks Fields 601
LabelType Fields 602
Logical Interface Controller Fields 602
Network Vru Type 604
Port Status 605
Route Call Detail Fields 605
Object Types: Security 607
xi
Contents
Object Types: User Variable 608

Peripheral Real Time Status Field 610
Reason Codes 611
Service Fields 613
Service Real Time: Service Mode Indicator Field 614
Target Types: Script Cross Reference and Scheduled Report Input 614
Termination Call Detail: Call Disposition and CallDispositionFlag Fields 618
Termination Call Detail: Peripheral Call Type 625
Trunk Type 629
CHAPTER 5 Database Rules 631

Blended Agent Tables (Outbound Option) 631
Contact Sharing Tables 633
Device Tables 633
Enterprise Tables 634
Media Routing Tables 634
Route Tables 635
Schedule Tables 636
Script Tables 636
Security Tables 637
Skill Target Tables 638
System Tables 639
User Preferences Tables 639
VRU Micro-applications Tables 640
xii
Preface
• Change History, on page xiii
• About This Guide, on page xv
• Audience, on page xv
• Related Documents, on page xv
• Obtaining Documentation and Submitting a Service Request, on page xvi
• Field Alerts and Field Notices, on page xvi
• Documentation Feedback, on page xvi
• Conventions, on page xvi
Change History
This table lists changes made to this guide. Most recent changes appear at the top.
Change See Date
Updates for Router_Queue_Interval table Router_Queue_Interval, on page 379 October 1, 2017
xiii
Preface
Preface
Change See Date
Initial Release of Document for Release 11.6(1) August 2017
New machine types: Data Center, Unified CCE Machine_Host, on page 272
Peripheral Gateway for the remote Data Center,
Unified CVP for the remote Data Center, Finesse
Primary for the remote Data Center, and Finesse
Secondary for the remote Data Center.
New service types: Voice Response Unit Connection, Machine_Service, on page 277
Unified Communications Manager Connection, Cisco
Virtualized Voice Browser IP Address, Data Center
IP Address.
Added the table: System_Capacity_Interval System_Capacity_Interval, on page

515
Updated the Dialer_Real_Time table with the Dialer_Real_Time, on page 225

description for FutureUseInt3.
Updated the Dialer_Interval table with the Dialer_Interval, on page 220

description for FutureUseInt3.
Updated the Dialer Detail: CallStatusZone topic with Dialer Detail: CallStatusZone, on
the Dialed (D) state information. page 599
Added new Deployment Type 16 (UCCE: 2000 Configuration_Limit, on page 183

Agents) and updated the list of configuration limits.
Congestion Control, on page 187
Updated the calculation for Service Level. Router_Queue_Interval, on page 379

Precision_Q_Real_Time Table, on
page 324
Removed support for HCS-CC 500 Agent Congestion Control, on page 187
Deployment Type.
System_Capacity_Real_Time, on
page 516
Added a note about unsupported Half Hour tables Real-Time and Historical Data, on
in the database. page 6
Added a new value "32" to the Dialer Detail: Dialer Detail: CallResult, on page 598
CallResult table.
Added details related to Precision Queue tables, such Various topics related to Precision
as descriptions and list of related tables where Queue tables.
applicable.
xiv
Preface
About This Guide
About This Guide

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

For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service
request, and gathering additional information, see What's New in Cisco Product Documentation at
https://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.
Subscribe to What's New in Cisco Product Documentation, which lists all new and revised Cisco technical
documentation as an RSS feed and delivers content directly to your desktop using a reader application. The
RSS feeds are a free service.
Field Alerts and Field Notices

Cisco can modify its products or determine key processes to be important. These changes are announced
through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and
Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive
announcements by selecting all products of interest.
Sign in www.cisco.com and then access the tool at https://www.cisco.com/cisco/support/notifications.html.
Documentation Feedback
To provide comments about this document, send an email message to the following address:
contactcenterproducts_docfeedback@cisco.com.
We appreciate your comments.
Conventions
This document uses the following conventions:
Convention Description
boldface font 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.
italic font Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collection of agents
who share similar skills.
• A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.
xvi
Preface
Preface
Convention Description
window font Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems, Inc. </title></html>
< > 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.
xvii
Preface
Preface
xviii
CHAPTER 1
Introduction
• The Unified ICM and Unified CCE Databases, on page 1
• General Concepts, on page 1
• Real-Time and Historical Data, on page 6
The Unified ICM and Unified CCE Databases

Unified ICM and Unified CCE software uses the following types of databases:
• The central database that is part of the Central Controller.
• The local database on each distributor Administration & Data Server.
• The Historical Data Server (HDS) database on a distributor Administration & Data Server.
Unified ICM and Unified CCE software uses information in the central database to determine how to route
each call. This includes information about your telephone system configuration and routing scripts. The local
database contains a copy of the configuration data and scripts from the central database.
The local database also contains tables of real-time information that describe activity at the call centers. (The
Central Controller keeps the real-time information in memory but does not store it in the central database.)
This information allows you to monitor current activity within the system.
Historical information describing past activity at the call centers and within the Unified ICM and Unified
CCE system is stored in the central database. This information is also stored in a special HDS database on a
distributor Administration & Data Server at each site. Either the central database or an HDS database is the
historical database for an Administration & Data Server user. You can access historical information stored in
the historical database to produce reports and screens.
General Concepts
This section gives a brief overview of relational database concepts and details about how data is generated
by the system software.
1
Introduction
Tables Columns and Rows
Tables Columns and Rows

A database contains tables of data. A table defines a series of columns or fields. The actual data is stored as
rows or records within each table. Each row contains one value for each column of the table. For example,
Figure 1 shows a table with five columns. It contains three rows of data.
The data in tables changes for each system, but the definition of tables and columns does not. This manual
describes the columns of each table; it does not describe the actual data in table rows.
Table Relationships
Related tables in a database share one or more common fields or columns. For example, both the Agent and
Peripheral tables include the PeripheralID field. This defines a relationship: each row in the Agent table is
related to the row in the Peripheral table that shares the same PeripheralID value.
Relationships between tables can be one-to-one or one-to-many. For example, because one peripheral can be
associated with many agents, the relationship between the Peripheral and Agent tables is one-to-many. On
the other hand, each peripheral has a single peripheral default route and each peripheral default route belongs
to only one peripheral. Therefore, the relationship between the Peripheral and Peripheral Default Route tables
is one-to-one.
Sometimes a single row might not be associated with any rows in a related table. For example, it is possible
to define a peripheral with no associated agents. Normally, this would only be a temporary condition. In some
cases, however, the condition might be permanent. For example, you can define a trunk group but not define
the associated trunks.
Sometimes the natural relationship between two tables appears to be many-to-many. For example, each agent
can be a member of many skill groups and each skill group can contain many agents. Therefore, the Agent
and Skill Group tables appear to have a many-to-many relationship. However, in this case, a third table, called
a cross-reference table, actually links the tables so the relationship is actually one-to-many. For example,
Figure 2 shows how the Skill Group Member table acts as a cross-reference table for the Agent and Skill
Group tables.
2
Introduction
Key Fields
The Skill Group Member table contains one record for each member of each skill group. It has one-to-many
relationships with both the Agent table and the Skill Group table. This avoids a direct many-to-many relationship
between the Agent and Skill Group tables.
Key Fields
One or more fields within a table can form a key. Keys are the fields that you commonly use to locate specific
records. Usually the fields that make up a key are defined as NOT NULL (meaning they cannot take the NULL
value), but there are many exceptions.
Most tables have a primary key. For example, the PeripheralID field is the primary key for the Peripheral
table.
An example of a foreign key is the PeripheralID field in the Agent table. You can use this key to find all
agents that are associated with a specific peripheral.
The Agent table contains two alternate keys: the EnterpriseName field, and the combination of the PeripheralID
and PeripheralNumber fields. A value for either of these keys uniquely identifies an agent.
The combination of FirstName and LastName is an inversion key for the Agent table. While this key value
is not necessarily unique, it is a convenient way to locate specific agents. This table lists the types of keys and
the codes that are used for them in the system database.
3
Introduction
Reserved Fields
Key Type Code Description
Primary key PK Consists of one or more fields that have a unique value for each
record in the table.
By default, the primary key is the clustered key for the table.
Alternate key AK A unique key, other than the primary key, that you can use to
locate a specific record.
Foreign key FK A primary key from one table that appears in a second table. A
foreign key that establishes a one-to-one relationship is always
unique. A foreign key that establishes a one-to-many relationship
is not unique.
Inversion key IE A key that does not necessarily have a unique value, but can be
used to locate a group of records within the table.
Note By default, all keys are on the PRIMARY file group for the database. Microsoft SQL Server always creates
the PRIMARY file group as the default file group.
The codes from this table are used to identify key fields in each table. If a table has more than one key of the
same type, then numbers are attached to the codes. For example, if a table has two alternate keys, then the
fields in the first are "AK1" and the fields in the second are "AK2."
Each field is marked as either NULL (meaning that NULL is a valid value) or NOT NULL (meaning that
NULL is not valid).
Reserved Fields
Some fields in the database are marked as reserved. This means that system software or the database manager
might use the field, but it has no external meaning. You must not modify any field marked as reserved.
Field Applicability
Unless specifically indicated otherwise, table fields apply to both Unified ICM and Unified CCE.
Data Types
This table describes the data types used for fields in the Unified ICM and Unified CCE database.
Unified ICM and MS SQL Server Null Option Description

Unified CCE Data Type Default
Defined Data
Type
CHANGESTAMP int NOT NULL Consists of one or more fields that have a unique
value for each record in the table.
DBCHAR char(1) NOT NULL Up to 1 character. The value 1 is the storage size.
4
Introduction
Data Types
Unified ICM and MS SQL Server Null Option Description

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

Unified ICM and Unified CCE software maintains real-time and historical status information about certain
objects in the system such as service, skill groups, routes, and scripts.
For example, the Route Real Time table contains real-time information about each route. The Route Five
Minute and Route Half Hour tables contain historical information about each route. The Route Real Time
table contains one row for each route. (It has a one-to-one relationship with the Route table.) The Route Half
Hour table contains many rows for each route--Unified ICM and Unified CCE software adds an additional
row for each route every half hour. (It has a one-to-many relationship with the Route table.)
Note The Half Hour database tables available in the database are not populated because these tables are not supported.
These tables are replaced by the Interval database tables.
The system software updates the real-time tables in the database every ten seconds. Real-time information
includes information about what is happening right now (for example, CallsQNow and ExpectedDelay). It
also includes summary information about what has happened during the last five minutes (for example,
CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example, CallsRoutedHalf
and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and CallsHandledToday).
Unified ICM and Unified CCE software generates historical information on five- and 30-minute intervals,
with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds a
new row for each Route to the Route Five Minute table every five minutes. Unified ICM and Unified CCE
software adds a new row for each Route to the Route Half Hour table every 30 minutes. Some of the information
for the historical tables is derived from accumulation fields in the real-time tables. For example, at the end of
each five-minute interval, the value from the CallsOfferedTo5 field in the Route Real Time table is copied to
the CallsOfferedTo5 field of the Route Five Minute table.
Each five- and 30-minute row contains a field for the date-time. The time stored in this field is the time at the
start of the interval. For example, a Service Five Minute row for the interval from 10:00 a.m. to 10:05 a.m.
contains the time 10:00 a.m. However, some fields within the table contain a snapshot of data from the end
of the interval. For example, the CallsQNow field of the Service Five Minute table contains the number of
calls queued at the end of the five-minute period. Therefore, the Service Five Minute row with the time of
10:00 a.m. tells you the number of calls queued at 10:05 a.m. To find the number of calls queued at 10:00
a.m., look at the Service Five Minute record for 9:55 a.m.
Call Detail Data

Each time Unified ICM and Unified CCE software processes a routing request, it generates a Route Call Detail
row that contains information about the request and routing decision it made. Each row includes the day on
which the request was handled and a key value generated by Unified ICM and Unified CCE software that is
unique among all requests handled that day. These two values together comprise a unique identifier for the
call.
When Unified ICM and Unified CCE software receives information that a call is completely done (that is, for
example, it has been routed to a peripheral, handled by an agent, and disconnected), then a row about the call
is written to the Termination Call Detail table. The Termination Call Detail row indicates the agent, skill
group, and service that handled the call. It also contains information such as how long the caller was on hold,
and whether the call was transferred to another agent after the initial routing.
6
Introduction
Call Detail Data
If the call was sent to a translation route, the Termination Call Detail row contains the same day and router
key values as the Route Call Detail row for the same call. You can use these fields to link the tables and find
all the call detail information for a single call. This process is called cradle-to-grave call tracking.
7
Introduction
Call Detail Data
8
CHAPTER 2
All Tables
• Admin_Script_Schedule_Map, on page 14
• Agent, on page 16
• Agent_Attribute, on page 19
• Agent_Desk_Settings, on page 20
• Agent_Distribution, on page 25
• Agent_Event_Detail, on page 26
• Agent_Interval, on page 29
• Agent_Logout, on page 33
• Agent_Real_Time, on page 34
• Agent_Skill_Group_Interval, on page 40
• Agent_Skill_Group_Logout, on page 55
• Agent_Skill_Group_Real_Time, on page 56
• Agent_State_Trace, on page 59
• Agent_Targeting_Rule, on page 63
• Agent_Targeting_Rule_Member, on page 66
• Agent_Targeting_Rule_Range, on page 67
• Agent_Team, on page 67
• Agent_Team_Member, on page 69
• Agent_Team_Supervisor, on page 70
• Announcement, on page 70
• Application_Event, on page 71
• Application_Gateway, on page 74
• Application_Gateway_Connection, on page 75
• Application_Gateway_Globals, on page 77
• Application_Gateway_Half_Hour, on page 79
• Application_Instance, on page 81
• Application_Path, on page 82
• Application_Path_Member, on page 84
• Application_Path_Real_Time, on page 84
• Attribute, on page 86
• Attribute_Set, on page 88
• Attribute_Set_Member, on page 89
• AWControl, on page 89
9
All Tables
• Blended_Agent_Options, on page 90
• Bucket_Intervals, on page 94
• Bulk_Job, on page 95
• Business_Entity, on page 97
• Call_Type, on page 98
• Call_Type_Interval, on page 100
• Call_Type_Map, on page 116
• Call_Type_SG_Interval, on page 117
• Call_Type_Real_Time, on page 129
• Campaign, on page 143
• Campaign_Half_Hour, on page 152
• Campaign_Query_Rule, on page 153
• Campaign_Query_Rule_Half_Hour, on page 156
• Campaign_Query_Rule_Interval, on page 159
• Campaign_Query_Rule_Real_Time, on page 162
• Campaign_Skill_Group, on page 171
• Campaign_Target_Sequence, on page 173
• Cfg_Mngr_App_Snapshot_State, on page 174
• Cfg_Mngr_Globals, on page 175
• Cfg_Mngr_User_Desktop_Snap, on page 176
• Cfg_Mngr_User_Menu, on page 178
• Cfg_Mngr_User_Settings, on page 178
• Cfg_Mngr_View, on page 179
• Class_Access_Xref, on page 180
• Class_List, on page 181
• Class_Security, on page 182
• ClassID_To_ObjectType, on page 183
• Configuration_Limit, on page 183
• Config_Message_Log, on page 186
• Congestion Control, on page 187
• Contact_Share_Group, on page 190
• Contact_Share_Group_Member, on page 191
• Contact_Share_Queue, on page 191
• Contact_Share_Rule, on page 192
• Controller_Time, on page 193
• Customer_Definition, on page 194
• Customer_Options, on page 195
• Default_Call_Type, on page 196
• Department, on page 197
• Department _Member , on page 198
• Device_Target, on page 199
• Dialed_Number, on page 201
• Dialed_Number_Label, on page 202
• Dialed_Number_Map, on page 203
• Dial_Number_Plan, on page 204
• Dialer, on page 206
10
All Tables
• Dialer_Detail, on page 210

• Dialer_Half_Hour, on page 216
• Dialer_Interval, on page 220
• Dialer_Port_Map, on page 222
• Dialer_Port_Real_Time, on page 223
• Dialer_Real_Time, on page 225
• Dialer_Skill_Group_Half_Hour, on page 229
• Dialer_Skill_Group_Real_Time, on page 232
• Enterprise_Route, on page 234
• Enterprise_Route_Member, on page 235
• Enterprise_Service, on page 236
• Enterprise_Service_Member, on page 237
• Enterprise_Skill_Group, on page 238
• Enterprise_Skill_Group_Member, on page 239
• Event, on page 240
• Expanded_Call_Variable, on page 242
• Feature_Control_Set, on page 244
• ICR_Globals, on page 245
• ICR_Instance, on page 249
• ICR_Locks, on page 251
• ICR_Node, on page 252
• ICR_View, on page 253
• Ids, on page 254
• Import_Log, on page 255
• Import_Rule, on page 256
• Import_Rule_Clause, on page 260
• Import_Rule_History, on page 262
• Import_Rule_Real_Time, on page 263
• Import_Schedule, on page 265
• Label, on page 265
• Logger_Admin, on page 267
• Logger_Meters, on page 268
• Logger_Type, on page 270
• Logical_Interface_Controller, on page 270
• Machine_Address, on page 272
• Machine_Connection_Profile, on page 272
• Machine_Host, on page 272
• Machine_Service, on page 277
• Master_Script, on page 281
• Media_Class, on page 283
• Media_Routing_Domain, on page 284
• Network_Event_Detail, on page 287
• Network_Target, on page 289
• Network_Trunk_Group, on page 290
• Network_Trunk_Group_Half_Hour, on page 291
• Network_Trunk_Group_Real_Time, on page 293
11
All Tables
• Network_Vru, on page 295

• Network_Vru_Bank, on page 296
• Network_Vru_Script, on page 297
• Next_Available_Number, on page 299
• Object_Access_Xref, on page 299
• Object_List, on page 300
• Object_Security, on page 301
• Peripheral, on page 302
• Peripheral_Default_Route, on page 306
• Peripheral_Interval, on page 307
• Peripheral_Monitor, on page 309
• Peripheral_Real_Time, on page 311
• Peripheral_Target, on page 315
• Persistent_Variable, on page 316
• Person, on page 317
• Physical_Controller_Half_Hour, on page 319
• Physical_Interface_Controller, on page 321
• Precision_Queue, on page 322
• Precision_Q_Real_Time Table, on page 324
• Precision_Queue_Step, on page 335
• Precision_Q_Step_Real_Time, on page 336
• Precision_Queue_Term, on page 337
• Query_Rule, on page 339
• Query_Rule_Clause, on page 341
• Reason_Code, on page 342
• Recovery, on page 343
• Recurring_Schedule_Map, on page 344
• Region, on page 346
• Region_Info, on page 347
• Region_Member, on page 348
• Region_Prefix, on page 349
• Region_View, on page 350
• Region_View_Member, on page 354
• Rename, on page 355
• Route, on page 355
• Route_Call_Detail, on page 357
• Route_Call_Variable, on page 364
• Route_Five_Minute, on page 365
• Route_Half_Hour, on page 369
• Route_Real_Time, on page 374
• Router_Queue_Interval, on page 379
• Routing_Client, on page 388
• Routing_Client_Five_Minute, on page 392
• Schedule, on page 399
• Schedule_Import, on page 401
• Schedule_Import_Real_Time, on page 403
12
All Tables
• Schedule_Map, on page 405

• Schedule_Report, on page 406
• Schedule_Report_Input, on page 407
• Schedule_Source, on page 408
• Scheduled_Target, on page 409
• Scheduled_Target_Real_Time, on page 411
• Script, on page 411
• Script_Cross_Reference, on page 413
• Script_Data, on page 414
• Script_Five_Minute, on page 415
• Script_Print_Control, on page 416
• Script_Queue_Real_Time, on page 417
• Script_Real_Time, on page 418
• Script_Table, on page 419
• Script_Table_Column, on page 420
• Sec_Group, on page 421
• Sec_User, on page 422
• Service, on page 422
• Service_Array, on page 425
• Service_Array_Member, on page 427
• Service_Five_Minute, on page 428
• Service_Interval, on page 433
• Service_Level_Threshold, on page 442
• Service_Member, on page 443
• Service_Real_Time, on page 444
• Shift, on page 460
• Skill_Group, on page 461
• Skill_Group_Five_Minute, on page 465
• Skill_Group_Interval, on page 469
• Skill_Group_Member, on page 496
• Skill_Group_Real_Time, on page 497
• Skill_Target, on page 513
• System_Attribute, on page 514
• System_Capacity_Interval, on page 515
• System_Capacity_Real_Time, on page 516
• Termination_Call_Detail, on page 518
• Termination_Call_Variable, on page 533
• Translation_Route, on page 535
• Translation_Route_Half_Hour, on page 536
• Trunk, on page 538
• Trunk_Group, on page 539
• Trunk_Group_Five_Minute, on page 541
• Trunk_Group_Half_Hour, on page 542
• Trunk_Group_Real_Time, on page 543
• User_Formula, on page 545
• User_Formula_Equation, on page 546
13
All Tables
Admin_Script_Schedule_Map
• User_Group, on page 547

• User_Group_Member, on page 549
• User_Security_Control, on page 550
• User_Supervisor_Map, on page 550
• User_Variable, on page 551
• Version, on page 553
• View_Column, on page 553
• Vru_Currency, on page 555
• Vru_Defaults, on page 556
• Vru_Locale, on page 558
• Vru_Port_Map, on page 559
This table is in the Script category (see Script, on page 575). For database rules, see Script Tables, on page
636.
Each row describes the schedule associated with an administrative script.
Use the Administrative Manager facility of the Script Editor to add, update, and delete
Admin_Script_Schedule_Map records.
Related tables
• Master_Script, on page 281 (through MasterScriptID)
Table 1: Indexes for Admin_Script_Schedule_Map Table
index_name index_description index_keys
XPKAdmin_Script_Schedule_Map Primary key MasterScriptID, SequenceNumber
Table 2: Fields in Admin_Script_Schedule_Map Table
Name Description Data Type Keys and

NULL
Option
DayFlags A bitmask specifying the days on which the script DBINT NOT
is executed. NULL
To see values, see Days, on page 596.
DayOfMonth Indicates to which day of month the schedule DBSMALLINT NOT

applies. NULL
14
All Tables

NULL
Option
DayPosition In conjunction with DayType, the position of a day DBSMALLINT NOT

within a month. NULL
DayType Indicates to which day the schedule applies. DBSMALLINT NOT

NULL
Description Additional information about the schedule. DESCRIPTION NULL
EndDay The day of the month on which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end date. NULL
EndHour The hour of the day at which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end time. NULL
EndMinute The minute of the hour at which the schedule DBSMALLINT NOT
expires. The value is 0 if the schedule has no end NULL
time.
EndMonth The month in which the schedule expires. The value DBSMALLINT NOT
is 0 if the schedule has no end date. NULL
EndSecond The second of the minute at which the schedule DBSMALLINT NOT
time.
EndYear The year in which the schedule expires. The value DBINT NOT
MasterScriptID The scheduled administrative script. DBINT PK, FK

NOT
NULL
MonthOfYear Indicates to which month the schedule applies: DBSMALLINT NOT

NULL
• 0 = Applies to every month
• 1-12 = Specifies the month of year
Recurrence The granularity of the script frequency interval: DBSMALLINT NOT

NULL
• 0 = hours
• 1 = minutes
• 2 = seconds
RecurrenceFreq Specifies how many recurrence intervals occur DBINT NOT

between successive executions. NULL
15
All Tables
Agent

NULL
Option
SequenceNumber Index for schedules associated with a specific master DBINT PK

script.
NOT
NULL
StartDay The day of the month on which the schedule goes DBSMALLINT NOT
into effect (1 through 31). NULL
StartHour The hour of the day at which the schedule goes into DBSMALLINT NOT
effect. NULL
StartMinute The minute of the hour at which the schedule goes DBSMALLINT NOT
into effect. NULL
StartMonth The month in which the schedule goes into effect (1 DBSMALLINT NOT
through 12). NULL
StartSecond The second of the minute at which the schedule goes DBSMALLINT NOT
into effect. NULL
StartYear The year in which the schedule goes into effect DBINT NOT
NULL
Type The type of schedule. DBSMALLINT NOT

NULL
Agent
This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target,
on page 581. To see database rules for these tables, see Skill Target Tables, on page 638.
It contains one record for each agent (a person capable of answering calls). Each agent is associated with a
specific peripheral (ACD) and can be a member of one or more skill groups.
Use Configuration Manager to add, update, and delete Agent records.
Related Tables
• Agent_Attribute, on page 19 (through SkillTargetID)
• Agent_Desk_Settings, on page 20 (through AgentDeskSettingsID)
• Agent_Event_Detail, on page 26 (through SkillTargetID)
• Agent_Logout, on page 33 (through SkillTargetID)
• Agent_Real_Time, on page 34 (through SkillTargetID)
• Agent_State_Trace, on page 59 (through SkillTargetID)
16
All Tables
Agent
• Agent_Team_Member, on page 69 (through SkillTargetID)

• Dialer_Detail, on page 210 (through PeripheralNumber)
• Peripheral, on page 302 (through PeripheralID)
• Person, on page 317 (through PersonID)
• Schedule, on page 399 (through ScheduleID)
• Skill_Group_Member, on page 496 (through SkillTargetID)
• Skill_Target, on page 513 (through SkillTargetID)
• Termination_Call_Detail, on page 518 (AgentSkillTargetID maps to Agent.SkillTargetID.
SourceAgentSkillTargetID maps to Agent.SkillTargetID)
Table 3: Indexes for Agent Table
XPKAgent Primary key SkillTargetID
XAK1Agent_Map Unique key PeripheralID, PersonID
XAK2Agent Unique key PeripheralID, PeripheralNumber
XIE2Agent Inversion key AgentDeskSettingsID
XIE3Agent Inversion key ScheduleID
XIE4Agent Inversion key EnterpriseName
XIE6Agent Inversion key DateTimeStamp
Table 4: Fields in Agent Table

NULL
Option
AgentDeskSettingsID Identifies the agent desk settings associated with the DBINT FK, IE-2
agent.
NULL
AgentStateTrace Indicates whether the software collects agent state DBCHAR NOT
trace data for the agent: NULL
• Y = Yes
• N = No
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL
17
All Tables
Agent

NULL
Option
ConfigParam A string of parameters the software sends to the varchar(255) NULL

peripheral to initialize the agent.
DateTimeStamp Records the date and time when the record was DBDATETIME NULL
added/updated.
DefaultSkillGroup Provides different agents on the same peripheral the DBINT NULL
ability to have calls reported against a unique default
skill group. For all calls where the peripheral default
skill group would normally be used (agent-initiated
outbound calls, or inbound calls queued to an agent
when a skill group is not provided), the
DefaultSkillGroup would be used instead.
Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No
DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.
Description Additional information about the agent. DESCRIPTION NULL
EnterpriseName An enterprise name for the agent that is unique VNAME32 IE-4
within the enterprise. You might form the name by
NOT
combining the agent's first and last name with the
NULL
name of the peripheral.
In a Unified CCE deployment, this is the value that
appears in the Cisco Unified Intelligence Center
Agent Report Value List.
For custom reporting, you may want to use the agent
person LoginName (as is used for Packaged CCE),
or agent last name/first name as a friendlier user
representation.
PeripheralID Foreign key from the Peripheral table. DBSMALLINT AK-1,

AK-2, FK
NOT
NULL
PeripheralName The name of the agent as known to the peripheral. VNAME32 NULL
PeripheralNumber The agent's login ID assigned at the switch. varchar(32) AK-2

NOT
NULL
18
All Tables
Agent_Attribute

NULL
Option
PersonID Foreign key from the Person table. DBINT AK-1, FK

NOT
NULL
ScheduleID Identifies an imported schedule associated with the DBINT FK, IE-3
agent.
NULL
SkillTargetID An identifier that is unique among all skill targets DBINT PK, FK
in the enterprise.
NOT
NULL
SupervisorAgent Indicates whether an agent is a supervisor. DBCHAR NOT

NULL
• Y = Yes, agent is a supervisor
• N = No, agent is not a supervisor
TemporaryAgent Indicates whether the agent is a temporary agent DBCHAR NOT

created by the CallRouter: NULL
• Y = Yes, created by the CallRouter
• N = No, not created by the CallRouter
UserDeletable Indicates if the record can by deleted by a user. DBCHAR NOT

Default is Y. NULL
Agent_Attribute
This table defines the attributes that belong to an agent. For change stamp purposes, the parent table is Agent.
Note • You can add or delete individual agents, or delete all agents from this table.
• Attributes do not require a value. Queue memberships are solely based on the attributes that belong to
an agent.
Related Tables
• Agent, on page 16 (through SkillTargetID)
• Attribute, on page 86 (through AttributeID)
19
All Tables
Agent_Desk_Settings
Table 5: Indexes for Agent_Attribute Table
XPKAgent_Attribute Primary key SkillTargetID, AttributeID
XIE1Agent_Attribute Inversion key AttributeID, AttributeValue
Table 6: Fields in Agent_Attribute Table

NULL
Option
AttributeID Foreign key to the Attribute table, and part of the DBINT PK, IE-1
primary key.
NOT
NULL
AttributeValue Value of this attribute. varchar(255) IE-1

NULL
Description Description DESCRIPTION NULL
SkillTargetID Foreign key to the Agent table, and part of the DBINT PK
primary key.
NOT
NULL
Agent_Desk_Settings
This table is part of the Skill Traget category (see Skill Target, on page 581). To see database rules for these
tables, see Skill Target Tables, on page 638.
Each row defines the features available to an enterprise agent and state changes for the agent. Use Unified
ICM Configuration Manager to add, update, and delete Agent_Desk_Settings records.
Related tables
• Agent, on page 16 (through AgentDeskSettingsID)
• Peripheral, on page 302 (through AgentDeskSettingsID)
Table 7: Indexes for Agent_Desk_Settings Table
XPKAgent_Desk_Settings Primary key AgentDeskSettingsID
XAK1Agent_Desk_Settings Unique key EnterpriseName
20
All Tables
Agent_Desk_Settings
Table 8: Fields in Agent_Desk_Settings Table

NULL
Option
AgentCanSelectGroup Indicates if the agent can select which groups they DBCHAR NOT
are logged on to. NULL
AgentDeskSettingsID A unique identifier for the agent desk settings. DBINT PK

NOT
NULL
AgentToAgentCallsAllowed Indicates if calls to other agents are allowed: DBCHAR NOT

NULL
• Y = Yes, calls to other agents are allowed.
• N = No, calls to other agents are not allowed.
AutoAnswerEnabled Indicates if calls to the agent are automatically DBCHAR NOT

answered: NULL
• Y = Yes, calls automatically answered.
• N = No, calls are not automatically answered.
AutoRecordOnEmergency Specifies whether to automatically record or not DBINT NULL

record when an emergency call request started:
• 0 = Do not automatically record
• 1 = Automatically record
AvailAfterIncoming Indicates whether to automatically consider the agent DBCHAR NOT

available or not available after handling an incoming NULL
call.
This field is not configurable.
AvailAfterOutgoing Indicates whether to automatically consider the agent DBCHAR NOT

available or not available after handling an outbound NULL
call.
This field is not configurable.

DateTimeStamp Records the date and time at which the record was DBDATETIME NULL
added / updated.
DefaultDevicePortAddress Optional value to override the default port address VNAME32 NULL
for the agent telephony device.
21
All Tables
Agent_Desk_Settings

NULL
Option
department.
Description Additional information about the desk settings. DESCRIPTION NULL
EmergencyCallMethod Indicates whether Unified CCE creates a consultative DBINT NULL

call or a blind conference call for an emergency call
request:
• 0 = Consultative call
• 1 = Blind conference call
EnterpriseName An enterprise name for the agent desk settings that VNAME32 AK-1
is unique within the enterprise.
NOT
NULL
IdleReasonRequired Indicates if the agent must enter a reason before DBCHAR NOT
entering the Idle state: NULL
• Y = Yes, agent must enter a reason.
• N = No, agent does not need to enter a reason.
LogoutNonActivityTime Number of seconds on non-activity at the desktop DBINT NULL

after which the software automatically logs out the
agent.
LogoutReasonRequired Indicates if the agent must enter a reason before DBCHAR NOT
logging out: NULL
• Y = Yes, agent must enter a reason.
• N = No, agent does not need to enter a reason.
MultilineAgentControl Reserved for future use. DBINT NOT

NULL
Default value is 0.
MultilineAgentStateBehavior Reserved for future use. DBINT NOT

NULL
Default value is 0.
NonACDCallsAllowed Reserved for future use. DBCHAR NOT

NULL
OutboundAccessInternational Indicates if the agent can initiate international calls: DBCHAR NOT
NULL
• Y = Yes, agent can initiate calls.
• N = No, agent cannot initiate calls.
22
All Tables
Agent_Desk_Settings

NULL
Option
OutboundAccessOperatorAssisted Indicates if the agent can initiate operator assisted DBCHAR NOT
calls: NULL
OutboundAccessPBX Indicates if the agent can initiate outbound PBX DBCHAR NOT
calls: NULL
OutboundAccessPrivateNet Indicates if the agent can initiate calls through the DBCHAR NOT
private network: NULL
OutboundAccessPublicNet Indicates if the agent can initiate calls through the DBCHAR NOT
public network: NULL
QualityRecordingRate Indicates how frequently calls to the agent are DBINT NULL
recorded.
RecordingMode (For future use.) Specifies if the call requests are DBINT NULL
routed through the Cisco Communication Manager
PIM. The default is 0, which means that call
requests do not get routed through the Cisco
Communication Manager PIM.
RemoteAgentType Determines how mobile agents who use this dial DBSMALLINT NOT
plan are handled. NULL
Values are:
0 = local agent, no remote access allowed. This is
the default
1 = use call by call mobile agent routing.
2 = use nailed connection for mobile agent routing
3 = agent chooses call by call or nailed connection
at login.
23
All Tables
Agent_Desk_Settings

NULL
Option
RemoteLoginWithoutDesktop Y or N. DBCHAR NOT

NULL
If Y, mobile agent is permitted to login without a
desktop.
RingNoAnswerDialedNumberID Provides the dialed number identifier for the new DBINT NULL
re-route destination in case of a ring-no-answer.
RingNoAnswerTime Number of seconds a call may ring at the agent DBINT NULL
station before being redirected.
Note For Unified CCE deployments with CVP,
configure Ring No Answer (RNA)
timeout in CVP only. This removes the
requirement to manually align the
relevant CVP and Unified CCE timer
configuration. If you configure Ring No
Answer timeout on CVP, you need not
configure RNA timeout in Unified CCE.
To configure RNA time in CVP, see the
Patterns for RNA timeout on outbound
SIP calls section in the CVP OAMP
console. After a CVP requery due to the
RNA condition, once the call is revoked,
the agent is transitioned to the not ready
state. For non-CVP based Unified CCE
deployments, you must configure RNA
timeout in Unified CCE (using the Agent
Desk Settings List Tool on the CCE
Administration Workstation).
SilentMonitorAudibleIndication Specifies whether an audio click sounds when silent DBINT NULL
monitoring is started:
• 1 = An audible click sounds.
• 0 = An audible click does not sound.
SilentMonitorWarningMessage Specifies whether a warning message box appears DBINT NULL

on the agent's desktop when silent monitoring is
started:
• 1 = A warning message box appears.
• 0 = A warning message box does not appear.
24
All Tables
Agent_Distribution

NULL
Option
SupervisorAssistCallMethod Indicates whether Unified CCE Enterprise creates DBINT NULL

a consultative call or a blind conference call for the
supervisor assistance request:
• 0 = Consultative call
• 1 = Blind conference
SupervisorCallsAllowed Indicates if the agent can initiate supervisor assisted DBCHAR NOT
calls: NULL
WorkModeTimer Specifies the auto wrap-up time out. The default DBINT NULL
value is 0 (auto wrap-up is disabled).
WrapupDataIncomingMode Indicates if the agent is allowed or required to enter DBINT NOT

wrap-up data after an inbound call: NULL
• 0= Required
• 1 = Optional
• 2= Not allowed
• 3= Required with wrap-up data
WrapupDataOutgoingMode Indicates if the agent is allowed or required to enter DBINT NOT

wrap-up data after an outbound call: NULL
• 0= Required
• 1 = Optional
• 2= Not allowed
Agent_Distribution
This is one of the Peripheral Detail tables in the Device category. For more information, see Device, on page
564. For database rules, see Device Tables, on page 633.
Each row indicates whether to send real-time and historical agent data from a specific peripheral to a specific
Administration & Data Server.
Use Unified ICM Configuration Manager to add, update, and delete Agent_Distribution records.
25
All Tables
Agent_Event_Detail
Related tables
Table 9: Indexes for Admin_Distribution Table
XPKAgent_Distribution Primary key AgentDistributionID
XAK1Agent_Distribution Unique key PeripheralID, DistributorSiteName
Table 10: Fields in Agent_Distribution Table

NULL
Option
AgentDistributionID A unique identifier for the agent distribution. DBINT PK

NOT
NULL
AgentHistoricalData The flag that indicates to send Agent historical to DBCHAR NOT
HDS server filtered by peripheral. Default: Y NULL

added / updated.
DistributorSiteName The name of the Distributor site to which agent data VNAME32 AK-1
is sent.
NOT
NULL
Enabled Indicates whether to send agent data or not: DBCHAR NOT

NULL
• Y = Yes, an agent can send data.
• N = No, an agent cannot send data.
PeripheralID The peripheral from which agent data is sent. DBSMALLINT AK-1, FK
NOT
NULL
Agent_Event_Detail
This table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 581). To see
database rules for these tables, see Skill Target Tables, on page 638.
26
All Tables
Agent_Event_Detail
This table can become large. Running custom reporting queries against it while it is on the HDS can degrade
performance. To optimize performance, extract the data from the HDS into your own custom database on a
separate server (one that is not used for other Unified ICM and Unified CCE components). Use only
DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction.
The table on the custom database can be indexed according to the custom reporting needs.
Displays agent LOGIN, LOGOUT, and NOT_READY events.
Related tables
• Media_Routing_Domain, on page 284 (through MRDomainID)
Table 11: Indexes for Agent_Event_Detail Table
XPKAgent_Event_Detail Primary key DateTime, SkillTargetID, MRDomainID,

TimeZone
XAK1Agent_Event_Detail Unique key RecoveryKey
XIEIAgent_Event_Detail Inversion key DbDateTime
Table 12: Fields in Agent_Event_Detail Table

NULL
Option
DateTime The date and time (in Central Controller local time) DBDATETIME PK
that the transition for the event occurred. For the
NOT
NOT_READY event, the date and time (in Central
NULL
Controller local time) that the transition for the event
occurred or the interval boundary occurred.
DbDateTime The current date and time stamp when the records DBDATETIME IE-1
are written to the HDS database. The logger database
NULL
has NULL for this column.
27
All Tables
Agent_Event_Detail

NULL
Option
Duration Duration in seconds associated with the EVENT: DBINT NULL

LOGIN: Typically set to zero
LOGOUT: Number of seconds the agent was logged
into the Media Routing Domain.
NOT_READY: Number of seconds the agent was
in the NotReady State with respect to the Media
Routing Domain, from the last state change, in
NOT_READY state with reason code change, or
from the last interval boundary.
For example:
Time=12:10:00 Agent NotReady state transition
Time=12:11:00 Agent Ready state transition,
AgentEventDetail.Duration=60
Time=12:25:00 Agent NotReady state transition
Time=12:30:00 Interval boundary change,
Time=13:00:00 Interval boundary change,
Event Event transition that occurred. This value represents DBINT NULL
the event that is triggered and does not correlate with
Agent State values.
• 1 = LOGIN Agent logged in to the Media
Routing Domain,
• 2 = LOGOUT Agent logged out of the Media
Routing Domain,
• 3 = NOT_READY Agent transitioned out of
the NOT_READY state, changed reason code
in NOT_READY state, or Agent remained in
the NOT_READY state during the interval
boundary.
LoginDateTime DateTime (in Central Controller local time) when DBDATETIME NOT
the agent initially logged into the Media Routing NULL
Domain.
MRDomainID The ID of the Media Routing Domain with which DBINT PK

the event is associated.
NOT
NULL
28
All Tables
Agent_Interval

NULL
Option
ReasonCode The ReasonCode associated with the event. See DBINT NULL
Reason Codes, on page 611.
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1

internally by the Unified ICM/Unified CCE software
NOT
to track the record.
NULL
SkillTargetID The SkillTargetID of the agent. DBINT PK

NOT
NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK
time. The value is the offset in minutes from
NOT
UTC(formerly GMT).The value is negative for time
NULL
zones to the east of UTC and positive for time zones
to the west of UTC.
Agent_Interval
This table describes the Agent Details under the 15 Minute Reporting category.
Table 13: Indexes for Agent_Interval Table
XPKAgent_Interval Primary key DateTime, SkillTargetID, Timezone,

MRDomainID
XAK1Agent_Interval Unique key Recovery Key
XIE1Agent_Interval Inversion key DbDateTime
Table 14: Fields in Agent_Interval Table

NULL
Option
AvailTime Total time, in seconds, the agent was in the NOT ACTIVE state DBINT NULL
during the reporting interval.
29
All Tables
Agent_Interval

NULL
Option
AvailableInMRDTime The number of seconds in the reporting interval that this agent DBINT NULL
was available for this Media Routing Domain.
An agent is available, or eligible to be assigned a task in this
MRD, if the agent meets all these conditions:
1. The agent is in any state other than Not Ready state for this
MRD.
2. The agent is not working on a non-interruptible task in
another MRD.
3. Only email tasks are interruptible, meaning that system
software can assign agents another task while they are
working on an email. Voice calls, and chat sessions cannot
be interrupted.
4. The agent has not reached the maximum task limit for this
MRD. For voice calls, the task limit is always one task. For
email and chat, the maximum task limit is configurable and
can be more than one task. The agent is considered eligible
to be assigned emails or chat until the maximum task limit
is reached for that MRD.
DateTime The Central Controller date and time at the start of the interval. DBSMALLDATE PK
NOT NULL
DbDateTime The current date and time stamp when the records are written to DBDATETIME IE-1
the HDS database. The logger database has NULL for this
NULL
column.
Extension The last extension the agent was logged in to during this interval. varchar(32) NULL
LoggedOnTime Total time, in seconds, the agent was logged in to this Media DBINT NULL
Routing Domain during the reporting interval.
MRDomainID Identifies the Media Routing Domain. DBINT PK

NOT NULL
NotReadyTime Total time, in seconds, the agent was in the Not Ready state with DBINT NULL
respect to this Media Routing Domain during the reporting
interval. (In the Not Ready state, agents are logged on, but are
not involved in any call handling activity, or available to handle
a call.)
NonACDLineCallsInCount Indicates how many non-ACD calls the agent answered on one DBINT NULL
of the non-ACD lines. Only populated when Multiline feature is
enabled.
30
All Tables
Agent_Interval

NULL
Option
NonACDLineCallsOutCount Indicates how many non-ACD calls the agent initiated on one of DBINT NULL
the non-ACD lines. Only populated when Multiline feature is
enabled.
NonACDLineCallsInTime Indicates how much time the agent spent on non-ACD calls that DBINT NULL
the agent answered on the non-ACD lines. This time includes
the time from answered until the call ended. Only populated when
Multiline feature is enabled. Only applies to Unified CCE.
NonACDLineCallsOutTime Indicates how much time the agent spent on non-ACD calls that DBINT NULL
the agent initiated on the non-ACD lines. This time includes the
time from when the call was initiated until the call ended whether
the call was answered. Only populated when Multiline feature
is enabled. Only applies to Unified CCE.
RecoveryKey A unique ID assigned to each record and used internally by the DBFLT8 AK-1
Unified ICM and Unified CCE Enterprise software to track the
NOT NULL
record.
ReportingHalfHour The value indicates half-hour boundary interval (0 to 47). Two DBINT NULL
15-minute interval records have unique half hour boundary
values.
ReportingInterval This value indicates the period, in minutes, over which the router DBINT NULL
calculates the Call Type and Call Type Skill Group data. The
valid values are 30 (default) or 15.
Reserved1 Reserved for future use. DBINT NULL
Reserved5 Reserved for future use. DBFLT4 NULL
RoutableInMRDTime The number of seconds in the reporting interval that this agent DBINT NULL
was routable for this MRD.
RouterCallsAbandQ Number of calls queued to the agent by the CallRouter that were DBINT NULL
abandoned during the reporting interval. This field is valid only
if calls are routed directly to an agent, by either the
Queue-to-Agent node or the Send-to-Agent node in the routing
script.
RouterQueueCalls Number of calls queued to the agent by the CallRouter during DBINT NULL
the reporting interval.
31
All Tables
Agent_Interval

NULL
Option
RouterCallsOffered The count of calls routed or queued to the agent in the reporting DBINT NULL
interval. This field is valid only if calls are routed directly to an
agent, by either the Queue-to-Agent node or the Send-to-Agent
node in the routing script.
RouterCallsAband The count of calls abandoned after they have been routed to an DBINT NULL
agent, during the reporting interval. This field is valid only if
calls are routed directly to an agent, by either the Queue-to-Agent
node or the Send-to-Agent node in the routing script. This field
is applicable to Unified CCE.
RouterCallsDequeued This value is incremented when a call is dequeued from an agent DBINT NULL
and routed to another agent in the reporting interval. This field
is valid only if calls are routed directly to an agent, by either the
script.
RouterCallsRedirected For systems that use the Router Requery feature, this is the count DBINT NULL
of requery events for the call in the reporting interval. For systems
using Ring on No Answer (RONA), this is the count of TCDs
with call disposition of DBCDF_REDIRECTED. If a system has
both configurations, both events increment this field. This field
is valid only if calls are routed directly to an agent, by either the
script. This field is applicable to Unified CCE.
RouterCallsAnswered The count of calls that the agent answers in this Skill Group in DBINT NULL
the reporting interval. This field is valid only if calls are routed
directly to an agent, by either the Queue-to-Agent node or the
Send-to-Agent node in the routing script. This field is applicable
to Unified CCE.
RouterCallsHandled The number of calls this agent handles during the reporting DBINT NULL
interval. This reflects the number of calls that were sent to this
agent that have the Handled type of Call Disposition Flag value
1. For systems that use the Router Requery feature, this is the
count of requery events for the call in the reporting interval. This
field is valid only if calls are routed directly to an agent, by either
the Queue-to-Agent node or the Send-to-Agent node in the
routing script. This field is applicable to Unified CCE.
RouterError The number of calls that result in an error condition in the DBINT NULL
reporting interval. This field is valid only if calls are routed
directly to an agent, by either the Queue-to-Agent node or the
Send-to-Agent node in the routing script.
SkillTargetID Identifies the agent. DBINT PK

NOT NULL
32
All Tables
Agent_Logout

NULL
Option
TimeZone The Central Controller’s time zone for the date and time. The DBINT PK
value is the offset in minutes from UTC(formerly GMT).The
NOT NULL
value is negative for time zones to the east of UTC and positive
for time zones to the west of UTC.
TalkOtherTime Total time, in seconds, the agent spent talking on internal calls DBINT NULL
during the reporting interval. Only defined for voice media. For
non-voice media, this is set to zero.
Agent_Logout
This table is one of the Agent Detail tables in the Skill Target categor (see Skill Target, on page 581). To see
Central database only. Each row provides statistics for an agent's session. A session begins when an agent
first logs in to the system and ends when the agent logs out.
Related Tables
Table 15: Indexes for Agent_Logout Table
XPKAgent_Logout Primary key LogoutDateTime, SkillTargetID, TimeZone,

MRDomainID
XAK1Agent_Logout Unique key RecoveryKey
XIEAgent_Logout Inversion key DbDateTime
Table 16: Fields in Agent_Logout Table

NULL Option
the HDS database. The logger database has NULL for this column
NULL
Extension Extension the Agent was logged in varchar (32) NULL
LoginDuration Number of seconds the agent was logged in. DBINT NULL
33
All Tables
Agent_Real_Time

NULL Option
LogoutDateTime Central Controller date and time when the agent logged out. DBDATETIME PK
NOT NULL
MRDomainID The identifier for the Media Routing Domain associated with the DBINT PK
agent logout.
NOT NULL
NetworkTargetID The device target the agent was logged on to. This applies to DBINT NULL
Unified CCE agents only.
PhoneType The type of phone being used: DBSMALLINT NULL

0 = normal ACD/Unified CCE phone, or non-voice task
1 = remote phone, call by call
2 = remote phone, nailed connection
All new agent logout data has a NOT NULL value by default.
During upgrade or migration, the value for this column is NULL.
ReasonCode Reason code returned by the peripheral for the agent logout. See DBINT NULL
Unified ICM and Unified CCE Enterprise software to track the
NOT NULL
record.
RemotePhoneNumber For a mobile agent working remotely, the current phone number. varchar(32) NULL
SkillTargetID Identifies the agent. DBINT PK

NOT NULL
NOT NULL
Agent_Real_Time
This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target,
on page 581. To see database rules for these tables, see Skill Target Tables, on page 638.
Local database only. Each row in the table is for an agent and MRD pair currently logged in. For example, if
the agent was logged into three MRDs, then the agent has three rows in the table.
Related tables
34
All Tables
Agent_Real_Time

• Precision_Queue, on page 322 (through PrecisionQueueID)
• Service, on page 422 (ServiceSkillTargetID maps to Service.SkillTargetID)
• Skill_Group, on page 461 (SkillGroupSkillTargetID maps to SkillGroup.SkillTargetID)
Table 17: Index - Agent_Real_Time Table
XPKAgent_Real_Time Primary key SkillTargetID, MRDomainID
Table 18: Fields in Agent_Real_Time Table

NULL
Option
AgentStatus Reserved for future use. DBINT NULL
AgentState The current real time state of the agent with respect DBINT NULL
to this MRD.
To see Agent State values, see AgentState, on page
592.
AvailableInMRD The agent's availability status with respect to the DBINT NULL
MRD:
• 0 = Not Available
• 1 = ICM Available
• 2 = Application Available
CallInProgress The number of tasks associated with this MRD on DBINT NULL
which this agent is currently working.
CampaignID The campaign ID for the campaign associated with DBINT NULL
this call. This field is populated when the call is
answered by an agent.
Note This field is applicable to Outbound
Option only
CustomerAccountNumber The account number of the caller with whom the varchar(32) NULL
agent is speaking. This field is populated when the
call is answered by an agent.
Option only.
35
All Tables
Agent_Real_Time

NULL
Option
CustomerPhoneNumber The phone number of the caller with whom the agent VTELNO20 NULL
is speaking. This field is populated when the call is
answered by an agent.
Option only.
DateTime The Central Controller date and time at the start of DBDATETIME NOT
the interval. NULL
DateTimeLastModeChange The date and time of the agent last mode change in DBDATETIME NULL
this MRD.
An agent has a mode with respect to each Media
Routing Domain the agent is logged in to. These
modes are either routable or not routable.
If the mode is routable, the Unified ICM controls
the agent and assigns tasks to the agent. When an
agent is routable for an MRD, an application instance
(for example, Email and Web Manager) will not
allow the agent to work on a task unless Unified
ICM assigns the task.
If the mode is not routable, the application instance
(for example: Email and Web Manager) will not
allow the agent to work on a task unless Unified
ICM assigns the task.
For Email and Web Manager, an agent mode never
changes. Each agent is always routable.
An agent mode is always routable with respect to
the voice MRD.
DateTimeLastStateChange Date and time of the agent's last state change in this DBDATETIME NULL
MRD.
DateTimeLogin Date and time the agent logged on to this MRD. DBDATETIME NULL
Date and time of the agent's last state change in this
MRD.
36
All Tables
Agent_Real_Time

NULL
Option
DateTimeTaskLevelChange The date and time of the agent's last task level DBDATETIME NULL
change in this MRD.
Chat agents have a maximum number of open slots.
The task level changes when the number of open
slots changes as a result of the number of calls in
progress changing (the number of open slots = the
maximum number of tasks - calls in progress).
This applies to all other agents as well, however, the
task level is always 0 or 1.
Destination Destination type of outbound call on which the agent DBINT NULL
is currently working:
• 0 = None
• 1 = ACD
• 2 = Direct
• 3 = For predictive and progressive mode OB
calls
• 4 = For outbound reservation call
• 5 = For Preview and Direct Preview mode OB
calls
Direction Direction of call on which the agent is currently DBINT NULL

working:
• NULL= None
• 0 = None
• 1 = In (non-voice tasks are always inbound)
• 2 =Out
• 3 = Other In
• 4 = Other Out/Direct Preview
• 5 = Outbound Reserve
• 6 = Outbound Preview
• 7 = Outbound Predictive/Progressive
Extension Extension on which the agent is currently working. varchar(32) NULL
FutureUseInt1 Reserved for future use DBINT NULL
37
All Tables
Agent_Real_Time

NULL
Option
MaxTasks The maximum number of tasks associated with this DBINT NULL
Media Routing Domain on which this agent can
work simultaneously.
MRDomainID The identifier for the Media Routing Domain DBINT PK, FK
associated with this peripheral.
NOT
NULL
NetworkTargetID Unique identifier for the target. DBINT FK

Note This applies for Unified CCE agents only. NULL
OnHold OnHold status of the agent: DBINT NULL

• 0 = Call not on hold
• 1 = Call on hold
PhoneType The kind of phone being used: DBSMALLINT NOT

NULL
• 0 = normal ACD/IP phone, or non voice task
• 1 = remote phone, call by call
• 2 = remote phone, nailed connection
PrecisionQueueID Identifies the Precision Queue for the call on which DBINT NULL
the Agent is currently working otherwise the value
will be 0.
QueryRuleID Note This field is applicable to Outbound DBINT NULL

Option only.
ReasonCode Code received from the peripheral indicating the DBINT NULL
reason for the agent's last state change. See Reason
Codes, on page 611.
Note ReasonCode is supported for the Not
Ready and Logged Off agent states only.
RemotePhoneNumber For a mobile agent who is working remotely, current varchar(32) NULL
phone number.
38
All Tables
Agent_Real_Time

NULL
Option
RequestedSupervisorAssist Indicates whether the agent has requested supervisor DBINT NULL
assistance:
• 1= Yes, the agent requested assistance.
• 0= No, the agent did not request assistance.
Note This field is applicable to Unified CCE.
Routable Indicates whether calls from the agent are routable DBINT NULL
with respect to this Media Routing Domain:
• 1 = the agent is routable.
• 0 = the agent is not routable.
An agent has a mode with respect to each Media

Routing Domain the agent is logged in to. These
modes are either routable or not routable.
If calls in this mode are routable, the Unified ICM
controls the agent and assigns tasks to the agent.
When a call from an agent is routable for an MRD,
an application instance (for example: Email and Web
Manager) will not allow the agent to work on a task
unless Unified ICM assigns the task.
If a call from the mode is not routable, the
application instance (for example: Email and Web
Manager) controls the agent and assigns tasks to the
agent. The system software tracks the agent's task
activity by monitoring Offer Task, Start Task, and
other messages from the application that describe
the task on which the agent is working.
For Email and Web Manager, an agent mode never
changes. Each agent is always routable.
Calls from an agent's mode are always routable with
respect to the voice MRD.
RouterCallsQueueNow Number of calls currently queued for the agent at DBINT NULL
the CallRouter.
RouterLongestCallQ The time when the longest call in queue was queued DBDATETIME NULL
for the agent.
39
All Tables
Agent_Skill_Group_Interval

NULL
Option
ServiceSkillTargetID Identifies the service for the call on which the agent DBINT NULL
is currently working.
If this agent is not working on a task in this MRD,
this field is zero.
If the agent is working on only one task in this MRD,
this field is the ID of the service associated with that
task.
If the agent is working on more than one task in this
MRD, and at least one of these tasks is ACTIVE,
this field is the ID of the service associated with one
of those active tasks.
Otherwise, this field is the ID of the service
associated with one of the tasks on which the agent
is working.
SkillGroupSkillTargetID Identifies the skill group for the call on which the DBINT NULL
agent is currently working.
If this agent is not working on a task in this MRD,
this field is zero.
If the agent is working on only one task in this MRD,
this field is the ID of the skill group associated with
that task.
If the agent is working on more than one task in this
MRD, and at least one of these tasks is ACTIVE,
this field is the ID of the skill group associated with
one of those active tasks.
Otherwise, this field is the ID of the skill group
associated with one of the tasks on which the agent
is working.
SkillTargetID Identifies the agent. DBINT PK, FK

NOT
NULL
This table describes the Agent Details under the 15 Minute Reporting category.
40
All Tables
Note For blind conferences in Unified CCE with a Unified CCE System PG, this field is updated when the call that
was blind conferenced to an IVR is subsequently answered by another agent. For this call scenario this field
is not updated in Unified CCE with a Unified CCE System PG.
Table 19: Indexes for Agent_Skill_Group_Interval Table
XPKAgent_Skill_Group_Interval Primary key DateTime, SkillTargetID,

SkillGroupSkillTargetID, PrecisionQueueID,
Timezone
XAK1Agent_Skill_Group_Interval Unique key RecoveryKey
XIE1Agent_Skill_Group_Interval Inversion key DbDateTime
Table 20: Fields in Agent_Skill_Group_Interval Table

NULL
Option
AbandonHoldOutCalls During the reporting interval, the total number of DBINT NULL
Outgoing calls that were abandoned while on hold.
AbandonRingCalls During the reporting interval, the total number of DBINT NULL
ACD calls that abandoned while ringing at an agent
position. The value is incremented at the time the
call disconnects.
AbandonRingTime During the reporting interval, the total ring time DBINT NULL
associated with ACD calls that were abandoned
while alerting an agent's position. RingTime occurs
after any DelayTime and LocalQTime. The value is
counted at the time the call disconnects, and the
database is updated every reporting.
AbandonHoldCalls During the reporting interval, the total number of DBINT NULL
ACD calls that were abandoned while being held at
an agent position. This value is counted at the time
the call disconnects, and the database is updated
every reporting.
41
All Tables

NULL
Option
AgentOutCallsTime The total handle time, in seconds, for outbound ACD DBINT NULL
calls handled by an agent associated with this skill
group that ended during the reporting interval.
Handle time includes WorkTime, TalkTime, and
HoldTime. The AgentOutCallsTime value includes
the time spent from the call being initiated by the
agent to the time the agent completes after-call work
time for the call. The value is counted when the
after-call work time associated with the call (if any)
is completed, and the database is updated every
reporting.
AgentOutCallsTalkTime Total talk time, in seconds, for outbound ACD calls DBINT NULL
handled by an agent associated with this skill group
that ended during the reporting interval. The value
includes the time spent from the call being initiated
by the agent to the time the agent begins after-call
work. The value is counted when the after-call-work
time associated with the call (if any) is completed,
and the database is updated every reporting.
Note This field does not include the hold time;
it is recorded in the
AgentOutCallsOnHoldTime field.
AgentOutCalls The total number of outbound ACD calls made by DBINT NULL
an agent associated with this skill group that ended
during the reporting interval. The value is counted
when any after-call work time associated with the
call is completed, and the database is updated every
reporting.
AgentOutCallsOnHold During the reporting interval, the total number of DBINT NULL
outbound ACD calls an agent associated with this
skill group ended and that were placed on hold at
least once during the life of the call. The value is
counted when the after-call work associated with
the call (if any) is completed, and the database is
updated every reporting.
AgentOutCallsOnHoldTime During the reporting interval, the total number of DBINT NULL
seconds outbound ACD calls were placed on hold
by an agent associated with this skill group. This
value updated in the database when after-call work
associated with the call (if any) is completed.
AgentTerminatedCalls Not currently supported. DBINT NULL
42
All Tables

NULL
Option
AnswerWaitTime The sum of the answer wait times of all calls DBINT NULL
associated to an agent in this skill group or precision
queue answered during the reporting interval.
AnswerWaitTime is updated at the time the call is
answered, and the database is updated at every
reporting interval.
In Unified ICM, AnswerWaitTime is calculated from
the following fields in the Termination_Call_Detail
table:
• DelayTime
• LocalQTime
• RingTime
In Unified CCE, AnswerWaitTime is calculated

from the following fields in the
Termination_Call_Detail table:
• DelayTime
• RingTime
• NetworkSkillGroupQTime
AttributeID1 Attribute 1 associated with the Precision Queue. DBINT NULL
AvailTime Total time in seconds an agent associated with this DBINT NULL
skill group was in the Not_Active state with respect
to this skill group during the reporting interval.
AvailTime is included in the calculation of
LoggedOnTime.
43
All Tables

NULL
Option
AutoOutCalls The total number of AutoOut (predictive) calls made DBINT NULL
by an agent associated with this skill group that
ended during the reporting interval. The value is
counted when the after-call work time associated
with the call (if any) has completed, and the database
is updated every reporting.
AutoOutCallsTime The total handle time, in seconds, for AutoOut DBINT NULL
(predictive) calls handled by an agent associated
with this skill group that ended during the reporting
interval. Handle time includes WorkTime, TalkTime,
and HoldTime. The AutoOutCallsTime value
to the time the agent completes after-call work time.
The value is counted when the after-call work time
associated with the call (if any) has completed, and
the database is updated every reporting.
AutoOutCallsTalkTime Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
group that ended during the reporting interval. This
value includes the time spent from the call being
initiated to the time the agent begins after-call work.
It includes the HoldTime associated with the call.
AutoOutCallsTalkTime is counted when the
has completed, and the database is updated every
reporting.
AutoOutCallsOnHold During the reporting interval, the total number of DBINT NULL
ended AutoOut (predictive) calls that an agent
associated with this skill group have placed on hold
at least once. The value is counted when the
reporting.
AutoOutCallsOnHoldTime The total number of seconds that AutoOut DBINT NULL

(predictive) calls were placed on hold by an agent
associated with this skill group during the reporting
interval. The value is counted when the after-call
work associated with the call (if any) has completed,
44
All Tables

NULL
Option
BargeInCalls During the reporting interval, the number of calls DBINT NULL
associated with an agent associated with the skill
group barged in on either by the supervisor or by
the agent This field is applicable for Unified CCE
only.
BusyOtherTime Number of seconds an agent spent in the BusyOther DBINT NULL

state with respect to this skill group during the
reporting interval. BusyOtherTime is included in the
calculation of LoggedOnTime.
CallbackMessagesTime Number of seconds the agent spent processing DBINT NULL

callback messages during the reporting interval. This
field applicable only to the Aspect ACD.
CallbackMessages Number of callback messages processed by the agent DBINT NULL

during the reporting interval. This field applicable
only to the Aspect ACD.
CallsAnswered Number of routed calls answered by an agent DBINT NULL

associated with this skill group during the given
interval. CallsAnswered is incremented in the
interval where the call is answered, as opposed to
CallsHandled which is incremented in the interval
where the call ends.
Note With the existence of a network VRU, in
a Unified CCE deployment with a
Unified CCE System PG, this value does
not include time spent in the network
VRU.
CallsHandled The number of inbound ACD calls that have been DBINT NULL
answered and have completed wrap-up by agents in
the skill group during the reporting interval.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.
Note This field is applicable for Unified CCE,

Unified ICM, and Outbound Option.
45
All Tables

NULL
Option
ConsultativeCalls The number of consultative calls an agent associated DBINT NULL

with this skill group that ended in the reporting
interval. The count is counted when the after-call
work time associated with the consultative call (if
any) is completed, and the database is updated every
reporting.
ConsultativeCallsTime During the reporting interval, the number of seconds DBINT NULL
agents spent handling consultative calls with at least
one ACD call on hold. The value is counted when
the after-call work time associated with the
consultative call (if any) has completed, and the
ConsultOutCalls The number of agent initiated consult calls for this DBINT NULL
interval that were external from the switch.
ConsultOutCallsTime The time the agent spent on consult outbound calls. DBINT NULL
ConferencedInCalls During the reporting interval, the number of DBINT NULL

incoming calls into which the agent was conferenced.
Incoming calls include ACD and non-ACD calls.
The value is counted when the agent drops off the
call or the call becomes a simple two-party call, and
ConferencedInCallsTime During the reporting interval, the number of seconds DBINT NULL
that an agent spent on conference calls that the agent
initiated. This includes time spent on both ACD and
non-ACD conference calls initiated by the agent.
ConferencedOutCalls During the reporting interval, the number of DBINT NULL

conference calls the agent initiated. The conferenced
out calls include ACD and non-ACD calls. The count
of ConferencedOutCalls is counted when the agent
drops off the call or the call becomes a simple
two-party call, and the database is updated every
reporting.
ConferencedOutCallsTime During the reporting interval, the number of seconds DBINT NULL
that an agent spent on conference calls that the agent
initiated. This includes time spent on both ACD and
non-ACD conference calls initiated by the agent.
46
All Tables

NULL
Option
DateTime The date and time at the start of the reporting DBSMALLDATE PK
interval.
NOT
NULL
are written to the Historical Data Server (HDS)
NULL
database. The logger database has NULL for this
column.
EmergencyAssists The number of emergency assist requests either by DBINT NULL

the agent or by the supervisor.
Note This field is applicable for Unified CCE
only.
HandledCallsTalkTime The number of seconds that an agent spent in DBINT NULL

TalkTime for the handled calls that are associated
with a skill group and that ended in this 15-minute
or half-hour interval.
Note This field is applicable for Unified ICM,
Unified CCE and Outbound Option.
HandledCallsTime This field only applies to configured skill groups. DBINT NULL
The number of seconds an agent spent answering
the call (including the time the call was on hold) to
the time the agent completed the after-call work
associated with the call.
HandledCallsTime = HandledCallsTalkTime +
HoldTime +
(WorkNotReadyTime/WorkReadyTime)
Note Database is updated with the cumulative
time only after the call completion of both
the talk time and the wrap-up time.

Unified CCE, and Outbound Option.
HoldTime Number of seconds where all calls to the agent are DBINT NULL
on hold during the reporting interval. HoldTime is
counted only while the agent is doing no other
call-related activity. HoldTime is included in the
47
All Tables

NULL
Option
IncomingCallsOnHoldTime Total number of seconds that inbound ACD calls DBINT NULL
that an agent associated with this skill group placed
on hold that ended during the reporting interval. The
value is counted when the after-call work time
associated with the call (if any) is completed, and
IncomingCallsOnHold The total number of inbound ACD calls that an agent DBINT NULL
associated with this skill group placed on hold at
least once during the reporting interval. The value
is counted when the after-call work time associated
with the call (if any) is completed, and the database
InternalCallsOnHoldTime The total number of seconds an agent spent on hold DBINT NULL
in an internal call associated with this skill group
InternalCallsOnHold During the reporting interval, the total number of DBINT NULL
internal calls that an agent associated with this skill
group ended in this reporting that were placed on
hold. The value is counted when the after-call work
InternalCallsRcvdTime The total number of seconds spent on internal calls DBINT NULL
associated with this skill group that were received
by an agent that ended in the reporting interval. The
InternalCallsRcvd Number of internal calls associated with this skill DBINT NULL
group that were received by an agent and that ended
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.
InternalCallsTime Total number of seconds an agent associated with DBINT NULL

this skill group spent on internal calls that ended
every reporting.
48
All Tables

NULL
Option
InternalCalls Number of internal calls an agent associated with DBINT NULL

this skill group ended during the reporting interval.
InterruptedTime The number of seconds during which all calls to the DBINT NULL
agent are in interrupted state during the reporting
interval.
InterceptCalls During the reporting interval, the number of calls DBINT NULL
intercepted either by the supervisor or by the agent.
This field is applicable for Unified CCE only.
LoggedOnTime Total time, in seconds, an agent associated with this DBINT NULL
skill group was logged on during the reporting
interval.
This value is based on the sum of the following:
1. HoldTime
2. TalkInTime
3. TalkOutTime
4. TalkOtherTime
5. AvailTime
6. NotReadyTime
7. WorkReadyTime
8. WorkNotReadyTime
9. BusyOtherTime
10. ReservedStateTime
11. TalkAutoOutTime
12. TalkPreviewTime
13. TalkReservedTime
14. InterruptedTime

49
All Tables

NULL
Option
MonitorCalls The number of calls that the supervisor silently DBINT NULL
monitored.
only.
NetConsultativeCalls During the reporting interval, the number of Network DBINT NULL
consultative calls completed by agents with at least
one call on hold. The count is counted when the
after-call work time associated with the consultative
every reporting.
NetConsultativeCallsTime During the reporting interval, the number of seconds DBINT NULL
agents spent handling a Network consultative call
with at least one call on hold. The value is counted
consultative call (if any) is completed, and the
NetConferencedOutCalls During the reporting interval, the number of Network DBINT NULL
conference calls the agent initiated. The count of
NetConferencedOutCalls is counted when the agent
reporting.
NetConfOutCallsTime During the reporting interval, the number of seconds DBINT NULL
the agent spent on Network conference calls that
they initiated. This only includes time spent on
Network conference calls initiated by the agent. The
value includes any HoldTime for the call. This
database element uses ConferenceTime from the
Termination_Call_Detail table. The value is counted
when the agent drops off the call or the call becomes
a simple two-party call, and the database is updated
every reporting.
NetTransferredOutCalls Number of calls Network (Blind and Consultative) DBINT NULL

transferred out by the agent during the reporting
interval. The value is updated at the time the agent
completes the transfer of the call.
NotReadyTime Total seconds an agent was in the Not Ready state DBINT NULL
with respect to this skill group during the reporting
interval. NotReadyTime is included in the
50
All Tables

NULL
Option
PrecisionQueueID Together with SkillTargetID of the Agent identifies DBINT PK

the Precision Queue Member. For Skill Group only
NULL
Agents, the value is NULL.
PreviewCalls Total number of outbound Preview calls made by DBINT NULL

an agent associated with this skill group that ended
call (if any) has completed, and the database is
PreviewCallsTime Total handle time, in seconds, for Outbound Preview DBINT NULL
HoldTime. The PreviewCallsTime value includes
the time spent from the call being initiated to the
time the agent completes after-call work time. The
PreviewCallsTalkTime Total talk time, in seconds, for outbound Preview DBINT NULL
initiated to the time the agent begins after-call work.
It therefore includes the HoldTime associated with
the call. PreviewCallsTalkTime is counted when the
reporting.
PreviewCallsOnHold The total number of ended outbound Preview calls DBINT NULL
that an agent associated with this skill group have
placed on hold at least once during the reporting
work time associated with the call (if any) has
completed, and the database is updated every
reporting.
PreviewCallsOnHoldTime The total number of seconds outbound Preview calls DBINT NULL
that were placed on hold by agents associated with
this skill group during the reporting interval. The
value is counted when the after-call work associated
51
All Tables

NULL
Option

internally by the Unified ICM or Unified CCE
NOT
software to track the record.
NULL
ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT NULL
- 47). Two 15-minute interval records have a unique
half hour boundary value.
ReportingInterval Contains the Reporting interval, in minutes, for DBINT NULL

Historical reporting. Valid values are 15 and 30
(default).
RedirectNoAnsCalls During the reporting interval, the number of ACD DBINT NULL
calls to the skill group that rang at an agent's terminal
and redirected on failure to answer. The value is
counted at the time the call is diverted to another
device, and the database is updated every reporting.
RedirectNoAnsCallsTime During the reporting interval, the number of seconds DBINT NULL
ACD calls to the skill group rang at an agent's
terminal before being redirected on failure to answer.
The value is counted at the time the call is diverted
to another device, and the database is updated every
reporting.
ReservedStateTime How long an agent is in Reserved state. This is DBINT NULL

counted using Agent State.
ReserveCalls For Outbound Option, the number of reservation DBINT NULL

calls received by an agent in this skill group during
ReserveCallsTime For Outbound Option, the time during the reporting DBINT NULL
interval that an outbound agent in this skill group
spent on reservation calls waiting for the Campaign
customer call to be delivered. This includes preview
time for Preview, Direct Preview, and Personal
Callback calls.
ReserveCallsTalkTime For Outbound Option, the talk time for an agent in DBINT NULL
this skill group on reservation calls during the
reporting interval. This is calculated using Call State.
ReserveCallsOnHold For Outbound Option, the number of reservation DBINT NULL

calls for an agent in this skill group placed on hold
52
All Tables

NULL
Option
ReserveCallsOnHoldTime For Outbound Option, the time that reservation calls DBINT NULL
for an agent in this skill group are on hold during
ShortCalls During the reporting interval, the number of calls DBINT NULL
answered by an agent associated with this skill group
where the duration of the calls falls short of the
AnsweredShortCalls threshold. You might choose
to factor these calls out of handle time statistics.
Inbound ACD short calls are counted as Handled.
AGENT_INSIDE short calls are counted as
InternalCallsRcvd.
SkillGroupSkillTargetID Together with SkillTargetID identifies the skill DBINT PK

group member.
NOT
NULL
SkillTargetID The SkillTargetID of the agent. Together with DBINT PK

SkillGroupSkillTargetID identifies the skill group
NOT
member.
NULL
SupervAssistCallsTime Number of seconds agents associated with this skill DBINT NULL
group spent on supervisor-assisted calls during the
reporting interval. The value is counted when the
supervisor-assisted call completes, and the database
only.
SupervAssistCalls Number of calls for which an agent received DBINT NULL

supervisor assistance during the reporting interval.
The value is counted when the supervisor-assisted
call completes, and the database is updated every
reporting.
53
All Tables

NULL
Option
TalkInTime Number of seconds an agent associated with this DBINT NULL

skill group spent talking on inbound ACD calls
(neither internal nor outbound) during the reporting
interval. TalkInTime is included in the calculation
of TalkTime and LoggedOnTime.
TalkOtherTime Number of seconds that an agent in the skill group DBINT NULL
spent talking on other calls (neither inbound or
outbound) during the reporting interval. Examples:
agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of
TalkTime and LoggedOnTime.
TalkOutTime Number of seconds an agent associated with this DBINT NULL

skill group spent talking on external outbound or
consultive transfer calls during the reporting interval.
TalkOutTime is included in the calculation of
NOT
NULL
to the west of UTC.
TransferredInCallsTime Number of seconds an agent associated with this DBINT NULL

skill group spent handling transferred in calls that
ended during the reporting interval. The value is
TransferredInCalls Number of calls transferred into the skill group DBINT NULL
every reporting.
TransferredOutCalls Number of calls transferred out by the agent during DBINT NULL
the reporting interval. The value is updated at the
time the agent completes the transfer of the call.
TalkAutoOutTime The number of seconds the agent spent talking on DBINT NULL
AutoOut (predictive) calls during the reporting
interval. TalkAutoOutTime is included in the
54
All Tables
Agent_Skill_Group_Logout

NULL
Option
TalkPreviewTime The number of seconds the agent spent talking on DBINT NULL
outbound Preview calls during the reporting interval.
TalkPreviewTime is included in the calculation of
LoggedOnTime.
TalkReserveTime This is how long an agent is in Talking state since DBINT NULL
the reservation call is connected to the agent. This
is counted using Agent State.
WorkNotReadyTime Total time in seconds an agent associated with this DBINT NULL
skill group was in the Work Not Ready state during
the reporting interval. WorkNotReadyTime is
included as in the calculation of LoggedOnTime.
WorkReadyTime Total seconds an agent in the skill group was in the DBINT NULL
Work Ready state for tasks associated with this skill
WorkReadyTime is included in the calculation of
LoggedOnTime.
WhisperCalls During the reporting interval, the number of calls DBINT NULL
coached either by the supervisor or by the agent.
Agent_Skill_Group_Logout
This table is in the Skill Target category (see Skill Target, on page 581). To see database rules for these tables,
see Skill Target Tables, on page 638.
Each row provides information about a single login session for a member of a skill group. If an individual
agent is a member of multiple skill groups, multiple Agent Skill Group Logout rows are created for that agent.
The software generates an Agent_Skill_Group_Logout record for each skill group member.
Related tables
• Skill_Group_Member, on page 496 (SkillTargetID + SkillGroupSkillTargetID maps to
Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)
Table 21: Indexes for Agent_Skill_Group_Logout Table
XPKAgent_Skill_Group_Logout Primary key LogoutDateTime, SkillTargetID,

SkillGroupSkillTargetID, TimeZone
XAK1Agent_Skill_Group_Logout Unique key RecoveryKey
55
All Tables
Agent_Skill_Group_Real_Time
XIE1Agent_Skill_Group_Logout Inversion key DbDateTime
Table 22: Fields in Agent_Skill_Group_Logout Table

NULL
Option
the HDS database. The logger database has NULL for this column
NULL
LoginDuration Number of seconds the agent was logged in to the skill group. DBINT NULL
LogoutDateTime Date and time when the agent logged out of the skill group. DBDATETIME PK
NOT NULL
ReasonCode Reason code returned by the peripheral for the agent logout. See DBINT NULL
Unified ICM or Unified CCE software to track the record.
NOT NULL
SkillGroupSkillTargetID Together with SkillTargetID identifies the skill group member. DBINT PK, FK
NOT NULL
SkillTargetID The SkillTargetID of the agent. Together with DBINT PK, FK

SkillGroupSkillTargetID identifies the skill group member.
NOT NULL
NOT NULL
Local database only.
Each row provides real-time statistics for a member of a skill group. If an individual agent is a member of
multiple skill groups, multiple Agent Skill Group Real Time rows are created for that agent.
The software generates an Agent_Skill_Group_Real_Time record for each skill group member.
56
All Tables
Related tables
• Skill_Group_Member, on page 496 (SkillTargetID + SkillGroupSkillTargetID maps to
Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)
Table 23: Index for Agent_Skill_Group_Real_Time Table
XPKAgent_Skill_Group_Real_Time Primary key SkillTargetID, SkillGroupSkillTargetID
Table 24: Fields in Agent_Skill_Group_Real_Time Table
AgentState The current real time state of the agent. To see the DBINT NULL
list of Agent States, see AgentState, on page 592.
AttributeID1 AttributeID1 of the agent associated with the DBINT NULL

Precision Queue.

Precision Queue.

Precision Queue.

Precision Queue.

Precision Queue.

Precision Queue.

Precision Queue.

Precision Queue.

Precision Queue.

Precision Queue.
CallsInProgress The number of tasks currently associated with this DBINT NULL
skill group.
the interval. NULL
57
All Tables
DateTimeLastStateChange Date and time of the agent's last state change. DBDATETIME NULL
DateTimeLogin Date and time the agent logged into the skill group. DBDATETIME NULL
FutureUseInt1 AttributeID6 of the agent associated with the DBINT NULL

Precision Queue.
(Listed in database view as
AttributeID6)

Precision Queue.
AttributeID7)

Precision Queue.
AttributeID8)

Precision Queue.
AttributeID9)

Precision Queue.
AttributeID10)
PrecisionQueueID The precision queue ID of which the agent is a DBINT NULL

member. For skill group only agents, the value is
NULL.
Priority The priority of the agent in the skill group. DBINT NULL
reason for the agent's last state change. See Reason
Codes, on page 611.
Note ReasonCode is supported for the Not
Ready and Logged Off agent states only.
SkillGroupSkillTargetID Together with SkillTargetID identifies the skill DBINT PK, FK

group member. For precision queue only agents, the
NOT
value is the SkillTargetID for internal PQ skill group.
NULL
SkillTargetID The SkillTargetID of the agent. Together with DBINT PK, FK

SkillGroupSkillTargetID identifies the skill group
NOT
member.
NULL
58
All Tables
Agent_State_Trace
Agent_State_Trace
Each row describes a change of state for an agent. By examining Agent State Trace rows you can trace all the
state changes that have occurred for an agent.
The system software generates an Agent_State_Trace records for each agent for which tracing is enabled.
This table can become very large. Running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract the data from the HDS into your own custom database
on a separate server (one that is not used for other Unified ICM or Unified CCE components). Use only
Related tables
Table 25: Indexes for Agent_State_Trace Table
XPKAgent_State_Trace Primary key DateTime, SkillTargetID, TimeZone,

MRDomainID
XAK1Agent_State_Trace Unique key RecoveryKey
XIE1Agent_State_Trace Inversion key DbDateTime
Table 26: Fields in Agent_State_Trace Table

NULL
Option
AgentState The new agent state. To see the list of Agent States, DBINT NULL
see AgentState, on page 592.
DateTime The date and time at which the state change DBDATETIME PK
occurred.
NOT
NULL
NULL
has NULL for this column
Direction The direction for talking states. DBINT NULL
59
All Tables
Agent_State_Trace

NULL
Option
EventName DBINT NOT

NULL
60
All Tables
Agent_State_Trace

NULL
Option
A code indicating the event that has occurred.
0 = LOGGED_OFF
1 = LOGGED_ON
2 = NOT_READY
3 = READY
4 = TALKING
5 = WORK_NOT_READY
6 = WORK_READY
7 = BUSY_OTHER
8 = RESERVED
9 = CALL_INITIATED
10 = CALL_HELD
11 = CALL_RETRIEVED
12 = CALL_TRANSFERRED
13 = CALL_CONFERENCED
14 = UNKNOWN
15 = OFFER_TASK
16 = OFFER_APPLICATION_TASK
17 = START_TASK
18 = START_APPLICATION_TASK
19 = PAUSE_TASK
20 = RESUME_TASK
21 = WRAPUP_TASK
22 = END_TASK
23 = INTERRUPT_TASK
24 = INTERRUPT_DONE
25 = INTERRUPT_UNACCEPTED
26 = MAKE_AGENT_READY
27 = MAKE_AGENT_NOT_READY
28 = TASK_INIT_REQ
29 = TASK_INIT_IND
30 = ROUTER_ASSIGNED_TASK
61
All Tables
Agent_State_Trace

NULL
Option
31 = PRE_CALL_TIMEOUT
ICRCallKey A unique number generated at the Peripheral DBINT NULL

Gateway. Values are reused after about 250 million
calls.
MRDomainID The date and time at which the state change DBINT PK, FK
occurred.
NOT
NULL
PeripheralCallKey Key assigned by the peripheral to the call associated DBINT NULL
with the event.
reason for the state change. See Reason Codes, on
page 611.

NOT
NULL
RouterCallKey This field is not set for calls. DBINT NULL

For non-voice tasks, the combination of
RouterCallKey, RouterCallKeyDay, and
RouterCallKeySequenceNumber identifies the task
(if any) that caused the agent's state to change.
RouterCallKeyDay This field is not set for calls. DBINT NULL

RouterCallKeySequenceNumber This field is not set for calls. DBINT NULL

SkillGroupSkillTargetID Identifies the skill group the event is associated with. DBINT NULL
Note For EventName 2 (NOT_READY), and
3 (READY), value will be NULL.
SkillTargetID Identifies the agent. DBINT PK, FK

NOT
NULL
62
All Tables
Agent_Targeting_Rule

NULL
Option
NOT
NULL
to the west of UTC.
This table is in the Device category (see Device, on page 564). To see database rules for these tables, see
Device Tables, on page 633.
The table decribes the basic rules for routing calls to agents
Related tables
• Agent_Targeting_Rule_Member, on page 66 (through AgentTargetingRuleID)
• Agent_Targeting_Rule_Range, on page 67 (through AgentTargetingRuleID)
• Peripheral, on page 302 (through EnterpriseName)
Table 27: Indexes for Agent_Targeting_Rule Table
XPKAgent_Targeting_Rule Primary key AgentTargetingRuleID
XAK1Agent_Targeting_Rule Unique key EnterpriseName
Table 28: Fields in Agent_Targeting_Rule Table

NULL
Option
AgentTargetingRuleID The ID for a specific Agent Targeting Rule. DBINT PK

NOT
NULL

added / updated.
63
All Tables

NULL
Option
Description Use to note information about the Agent Targeting DESCRIPTION NOT
Rule. NULL
EnterpriseName A logical name you enter to assist you in identifying VNAME32 AK-1
the Agent Targeting Rule.
NOT
NULL
Expression Expression string for use if needed by an Agent VARCHAR NOT

Targeting Rule. NULL
Applicable for type 2 Agent Targeting Rules only.
PeripheralID The peripheral to whose agents the Agent Targeting DBINT NOT
Rule applies. NULL
This is applicable only for an Unified CCE PG or a
Cisco Communication Manager PG.
64
All Tables

NULL
Option
RuleType Defines the Agent Targeting Rule type to be used. DBINT NOT
NULL
Agent Targeting Rule Types
• Type 1 - Agent ID
Each agent is identified by an ID which is in
the PreCall and Connect messages. No label is
needed, but the agent's extension is included as
the label. (This rule is already in use for
non-voice routing.)
This rule is implicit for System PG integrations
(ARS, Unified CCE) when the requesting
routing client is associated with the same
peripheral on which the targeted agent resides.
• Type 2 - Simple Substitution Label
An expression must be supplied which contains
a series of exclamation points, such as
978497!!!!. The exclamation points are replaced
with the agent's extension. If necessary, leading
zeroes are supplied, or leading digits deleted,
so that length of the extension matches the
number of exclamation points.
• Type 3 - Translation Route
A translation route is used to move the call.
This is potentially a very powerful feature, as
it allows pre-routing of calls directly to an agent
without requiring Direct Inward Dialing (DID)
to all agents. Translation routes require the
generation of a second label, used to target the
agent from the peripheral local routing client.
The rule mechanism is applied recursively to
generate this label. This means the CallRouter
generates a label that allows the call to be
translation routed to the PG. The CallRouter
also generates a label for the PG to target the
agent.
If a rule is not found, or if the rule involves a
translation route, Rule Type 1 is used.
65
All Tables
Agent_Targeting_Rule_Member

NULL
Option
TranslationRouteID The TranslationRouteID must reference a DBINT NULL for

Translation_Route entry where the Agent
LogicalInterfaceControllerID is the same as the Targeting
PeripheralID. Rule types
1 and 2.
NOT
NULL
(Required)
for Agent
Targeting
Rule type 3.
Agent_Targeting_Rule_Member
The table decribes the routing clients to which an Agent_Targeting_Rule applies.
Related tables
• Agent_Targeting_Rule, on page 63 (through AgentTargetingRuleID)
• Routing_Client, on page 388 (through RoutingClientID)
Table 29: Indexes for Agent_Targeting_Rule_Member
XPKAgent_Targeting_Rule_Member Primary key AgentTargetingRuleID, RoutingClientID
Table 30: Fields in Agent_Targeting_Rule_Member

NULL
Option
AgentTargetingRuleID The ID of a specific Agent Targeting Rule. DBINT PK

NOT
NULL
RoutingClientID The ID of any routing client associated with the DBSMALLINT PK

Agent Targeting Rule.
NOT
NULL
66
All Tables
Agent_Targeting_Rule_Range
Agent_Targeting_Rule_Range
The table holds the agent extension ranges for an Agent Targeting Rule.
Note While the Low and the High Extensions must be the same length, not all extensions ranges for an Agent
Targeting Rule need to be the same length.
Related tables
• Agent_Targeting_Rule, on page 63 (through AgentTargetingRuleID)
Table 31: Indexes for Agent_Targeting_Rule_Range
XPKAgent_Targeting_Rule_Range Primary key AgentTargetingRuleRangeID,

AgentTargetingRuleID
Table 32: Fields in Agent_Targeting_Rule_Range

NULL
Option
AgentTargetingRuleID The ID for a specific Agent Targeting Rule. DBINT PK

NOT
NULL
AgentTargetingRuleRangeID The ID for an extension range associated with a DBINT PK

specific Agent Targeting Rule.
NOT
NULL
HighExtension Defines the high extension to which the Agent VARCHAR NULL
Targeting Rule applies.
LowExtension Defines the low extension to which the Agent VARCHAR NULL
Targeting Rule applies.
Agent_Team
This table is in the Skill Target category. For more information, see Skill Target, on page 581 category. For
the database rules for these tables, see Skill Target Tables, on page 638.
67
All Tables
Agent_Team
An agent team is a group of agents who report to the same supervisors and are associated with a single
peripheral. The software does not route to agent teams and agents within a team do not necessarily share the
same skills. Agent teams are used for administrative and monitoring purposes only.
Use Unified ICM Configuration Manager to add, update, and delete Agent_Team records.
Related Tables
• Agent, on page 16 (through PriSupervisorSkillTargetID)
• Agent_Team_Member, on page 69 (through AgentTeamID)
Table 33: Indexes for Admin_Script_Schedule_Map Table
XPKAgent_Team Primary key AgentTeamID
XAK1Agent_Team Unique key EnterpriseName
XIF112Agent_Team Inversion key PriSupervisorSkillTargetID
Table 34: Fields in Admin_Script_Schedule_Map Table

NULL
Option
AgentTeamID A unique identifier for the agent team. DBINT PK, FK

NOT
NULL

added / updated.
department.
Description Additional information about the agent team. DESCRIPTION NULL
DialedNumberID The dialed number identifier for the agent team. DBINT NULL
EnterpriseName An enterprise name for the agent team that is unique VNAME32 AK-1
among all agent teams in the enterprise.
NOT
NULL
PeripheralID Identifies the peripheral with which the team is DBSMALLINT FK NOT
associated. NULL
68
All Tables
Agent_Team_Member

NULL
Option
PriSupervisorSkillTargetID The agent who is the primary supervisor for the DBINT IE-1, FK
team.
NULL
Agent_Team_Member
This table specifies the mapping of agents to agent teams.
Use Unified ICM Configuration Manager to add or delete Agent_Team_Member records.
Related Tables
• Agent_Team, on page 67 (through AgentTeamID)
Table 35: Indexes for Agent_Team_Member Table
XPKAgent_Team_Member Primary key AgentTeamID, SkillTargetID
XAK1Agent_Team_Member Unique key SkillTargetID
XIE1Agent_Team_Member Inversion key AgentTeamID
Table 36: Fields in Agent_Team_Member Table

NULL
Option
AgentTeamID Identifies the agent team. DBINT PK, FK,

IE-1
NOT
NULL
SkillTargetID Identifies the agent. DBINT FK, AK-1

NOT
NULL
69
All Tables
Agent_Team_Supervisor
Agent_Team_Supervisor
This table specifies the mapping of supervisors and agent teams.
Use Unified ICM Configuration Manager to add or delete Agent_Team_Supervisor records.
Table 37: Indexes for Agent_Team_Supervisor Table
XPKAgent_Team_Supervisor Primary key AgentTeamID, SupervisorSkillTargetID
Table 38: Fields in Agent_Team_Supervisor Table

NULL
Option
AgentTeamID Identifies the agent team. DBINT PK

NOT
NULL
SupervisorSkillTargetID Identifies the SkillTargetID of the supervisor. DBINT PK

NOT
NULL
Announcement
This table is in the Route category (see Route, on page 571). To see database rules for these tables, see Route
Tables, on page 635.
Each row corresponds to a voice announcement. The system software can route a call to an announcement.
Use Unified ICM Configuration Manager to add, update, and delete Announcement records.
Related Tables
• Network_Target, on page 289 (through NetworkTargetID)
Table 39: Indexes for Announcement Table
XPKAnnouncement Primary key NetworkTargetID
XAK1Announcement Unique key EnterpriseName
70
All Tables
Application_Event
Table 40: Fields in Announcement Table

NULL
Option
AnnouncementType An integer value indicating the type of the DBSMALLINT NOT

announcement. NULL

added / updated.
Description Additional information about the announcement. DESCRIPTION NULL
EnterpriseName An enterprise name for this announcement. This VNAME32 AK-1

name must be unique among all announcements in
NOT
the enterprise.
NULL
NetworkTargetID Foreign key from the Network Target table. DBINT PK, FK
NOT
NULL
Application_Event
This table is in the System category (see System, on page 585). To see database rules for these tables, see
System Tables, on page 639.
Central database only.
Contains information about events in the Unified ICM application. This is a subset of the events reported in
the Event table.
Table 41: Indexes for Application_Event Table
XPKApplication_Event Primary key RecoveryKey
XIE1Application_Event Inversion key CentralControllerFileTime
XIE2Application_Event Inversion key MessageId
71
All Tables
Application_Event
Table 42: Fields in Application_Event Table

NULL
Option
BinData Optional event binary data. image NULL
Category The type of message. VNAME32 NULL
CentralControllerFileTime File Time event was processed at the Central DBDATETIME NOT
Controller. NULL
CentralControllerTimeZone Time zone at the Central Controller. The value is DBINT NOT
the offset in minutes from UTC (formerly called NULL
GMT).
CentralControllerVirtualTime Virtual Time event was processed at the Central DBINT NOT
Controller. NULL
CustomerId The customer ID. DBINT NOT

NULL
Dword1 Optional event DWORD. DBINT NULL
MessageId Message ID from message compiler. DBINT NOT

NULL
MessageString Contents of message. DESCRIPTION NULL
ProcName Name of the process that originated the event. VNAME32 NOT
NULL
RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

NOT
NULL
Severity The level of the message. varchar(16) NULL
Side Side of event originator: DBCHAR NOT

NULL
A or B = paired processes
72
All Tables
Application_Event

NULL
Option
SourceFileTime File time event was generated (originator's time). DBDATETIME NOT
NULL
SourceSystemName Name of the node that generated the event. VNAME32 NULL
SourceVirtualTime Virtual time event was generated (originator's time). DBINT NOT
NULL
StatusCode Status code value. DBINT NOT

NULL
StatusCodeString String associated with the status code. DESCRIPTION NULL
StatusCodeType Classification of the value in StatusCode field. DBSMALLINT NOT

NULL
String1 Optional event string. varchar(240) NULL
SystemId DMP system ID of the event originator. For a DBSMALLINT NOT

CallRouter or Logger, this value is always 0. NULL
SystemType The type of system that generated the event: DBSMALLINT NOT
NULL
0 = Unknown
1 = CallRouter
2 = Peripheral Gateway
3 = Network Interface Controller
4 = Administration & Data Server
5 = Logger
6 = Listener
7 = CTI Gateway
VersionNum EMS version number. DBSMALLINT NOT

NULL
73
All Tables
Application_Gateway
Application_Gateway
This table is part of the Script category (see Script, on page 575). For database rules, see Script Tables, on
page 636.
Each row describes an external application (custom gateway) or another Unified ICM platform that you can
invoke from a routing script or administrative script.
Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway records.
Related Tables
• Application_Gateway_Connection, on page 75 (through ApplicationGatewayID)
• ICR_Instance, on page 249 (through ICRInstanceID)
Table 43: Indexes for Application_Gateway Table
XPKApplication_Gateway Primary key ApplicationGatewayID
XAK1Application_Gateway Unique key EnterpriseName
XIE1Application_Gateway Inversion key ICRInstanceID
Table 44: Fields in Application_Gateway Table

NULL
Option
ApplicationGatewayID A unique identifier for the application gateway. DBINT PK, FK

NOT
NULL
ApplicationGatewayType The type of gateway: DBINT NOT

NULL
0 = custom gateway
1 = remote ICM
2 = contact share node

added / updated.
Description Additional information about the application DESCRIPTION NULL

gateway.
74
All Tables
Application_Gateway_Connection

NULL
Option
Encryption The encryption method used by the application DBINT NOT

gateway: NULL
0 = none
1 = private key
EnterpriseName An enterprise name for the application gateway. This VNAME32 AK-1 NOT
name must be unique among all application gateways NULL
in the enterprise.
FaultTolerance The fault-tolerance strategy used by the application DBINT NOT

gateway. To see values for this field, see Application NULL
Gateway: Fault Tolerance, on page 593.
ICRInstanceID Identifies the instance associated with the application DBINT FK, IE-1
gateway.
NULL
PreferredSide Indicates which side of the Gateway the software char(1) NULL
should use when both are available: A or B. This
applies only when ApplicationGatewayType is 0
(custom gateway).
page 636.
Each row describes the connection of one side of the CallRouter (side A or side B) to an Application Gateway
host.
Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway_Connection records.
Related Tables
• Application_Gateway, on page 74 (through ApplicationGatewayID)
Table 45: Indexes for Application_Gateway_Connection Table
XPKApplication_Gateway_Connect Primary key ApplicationGatewayID, Side
XIF134Application_Gateway_Conn Inversion key ApplicationGatewayID
75
All Tables
Table 46: Fields in Application_Gateway_Connection Table

NULL
Option
AbandonTimeout An internal timeout used by the CallRouter to DBINT NULL

determine a failure in the application gateway
interface process. The default value is 5000.
Address A string that describes the connection to the host. varchar(255) NULL
The format depends on the protocol. For TCP, the
format is hostname:port or IPAddress:port.
ApplicationGatewayID Identifies the Application Gateway associated with DBINT PK, FK, IE
the connection.
NOT
NULL
Command A command the software sends to the application DBINT NULL

gateway when the row is created or updated by the
Update Central Controller operation. You can use
this field to send one-time commands to the
application gateway host.
CommandParam A parameter to be sent with the command. DBINT NULL
ConnectInfo A string the software passes to the host during varchar(255) NULL
initialization. The software does not use or validate
the value.
Description Additional information about the connection. DESCRIPTION NULL
ErrorThreshold Number of consecutive errors that cause the software DBINT NULL
to declare the host unavailable. The software then
initiates a reconnect.
HeartbeatLimit Number of consecutive unanswered heartbeats after DBINT NULL

which the CallRouter closes the connection. The
default is 10. (For purposes of this count, a query is
counted as a heartbeat.)
HeartbeatRetry Number of milliseconds to wait before retrying a DBINT NULL

missed heartbeat. The default is 200. The total time
between heartbeat tries is HeartbeatTimeout +
HeartbeatRetry.
HeartbeatTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

host to respond to a heartbeat request. The default
is 300.
HeartbeatInterval Number of milliseconds between heartbeats. The DBINT NULL

idle timeout for each host is 4 times this value.
76
All Tables
Application_Gateway_Globals

NULL
Option
InService Indicates whether the connection is currently DBCHAR NOT

available: 'Y' (yes) or 'N' (no). NULL
LateTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

response before considering it late. This does not
affect CallRouter processing. It is for statistical use
only.
LinkTestThreshold Currently not used. DBINT NULL
OpenTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

response to an open or close connection request. The
default is 15000.
Protocol The communications protocol used for the DBINT NOT

connection. 1 = TCP (the only value currently NULL
supported).
RequestTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

response before timing out a request. The default
value is 300.
SessionRetry Number of milliseconds the CallRouter waits before DBINT NULL

trying to reconnect after a connection terminates or
a connection attempt fails. The default value is
30000.
SessionRetryLimit The maximum number of times the CallRouter DBINT NULL

attempts to connect or reconnect a session. (User
intervention is then required to restart the
connection.) If the value is 0, then no limit applies.
Side Indicates which side of the CallRouter uses the char(1) PK

connection. Valid values are 'A' and 'B'.
NOT
NULL
page 636.
The table contains two rows that define default values for the Application_Gateway_Connection tables. One
row defines defaults for external applications (custom gateways) and the other defines defaults for remote
system software platforms.
Use the Application Gateway list tool to modify the Application_Gateway_Globals records.
77
All Tables
Table 47: Indexes for Application_Gateway_Globals Table
XPKApplication_Gateway_Globals Primary key ID
Table 48: Fields in Application_Gateway_Globals Table

NULL
Option
AbandonTimeout An internal timeout used by the CallRouter to DBINT NOT

determine a failure in the application gateway NULL
interface process. The default is 5000.
ApplicationGatewayType The type of gateway: DBINT NOT

NULL
0 = custom gateway
1 = remote ICM
2 = contact share node
Note You can define a separate set of defaults
for each type.
DateTimeStamp Records the date and time when a record was added DBDATETIME NULL
/ updated.

ErrorThreshold Number of consecutive errors that cause the software DBINT NOT
to declare the host unavailable. The software then NULL
initiates a reconnect.
HeartbeatLimit Number of consecutive unanswered heartbeats after DBINT NOT

which the CallRouter closes the connection. The NULL
default is 10. (For purposes of this count, a query is
counted as a heartbeat.)
HeartbeatRetry Number of milliseconds to wait before retrying a DBINT NOT

missed heartbeat. The default is 200. The total time NULL
between heartbeat tries is HeartbeatTimeout +
HeartbeatRetry.
HeartbeatTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

host to respond to a heartbeat request. The default NULL
is 300.
HeartbeatInterval Number of milliseconds between heartbeats. The DBINT NOT

idle timeout for each host is 4 times this value. NULL
78
All Tables
Application_Gateway_Half_Hour

NULL
Option
ID A unique identifier for the row. DBINT PK

NOT
NULL
LateTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

response before considering it late. This does not NULL
affect CallRouter processing. It is for statistical use
only.
LinkTestThreshold Currently not used. DBINT NOT

NULL
OpenTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

response to an open or close connection request. The NULL
default is 15000.
RequestTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

response before timing out a request. The default NULL
value is 300.
SessionRetry Number of milliseconds the CallRouter waits before DBINT NOT

trying to reconnect after a connection terminates or NULL
a connection attempt fails. The default is 30000.
SessionRetryLimit The maximum number of times the CallRouter DBINT NOT

attempts to connect or reconnect a session. (User NULL
intervention is then required to restart the
connection.) If the value is 0, then no limit applies.
This table is part of the Script category. For more information, see Script, on page 575. For database rules, see
Script Tables, on page 636.
Central database only. Provides statistics on each Application Gateway.
The software updates these statistics every 30 minutes.
The software generates Application_Gateway_Half_Hour records for each Application Gateway.
Related Tables
• Application_Gateway, on page 74 (through ApplicationGatewayID)
79
All Tables
Table 49: Indexes for Application_Gateway_Half_Hour Table
XPKApplication_Gateway_Half_Ho Primary key ApplicationGatewayID, DateTime, TimeZone
XAK1Application_Gateway_Half_H Unique key RecoveryKey
XIE1Application_Gateway_Half_H Inversion key DbDateTime
Table 50: Fields in Application_Gateway_Half_Hour Table

NULL
Option
ApplicationGatewayID Identifies the Application Gateway. DBINT PK, FK

NOT
NULL
AvgDelayToHalf The average response time, in milliseconds, for all DBINT NULL
requests to the Application Gateway during the
half-hour interval.
DateTime The Central Controller date and time at the start of DBSMALLDATE PK
the interval.
NOT
NULL
NULL
ErrorsToHalf Number of errors that occurred for Application DBINT NULL

Gateway requests during the half-hour interval.
Consult EMS logs for specific error information.
LatesToHalf Number of responses that exceeded the LateTimeout DBINT NULL

value for the connection during the half-hour
interval.
MaxDelayToHalf The longest response time, in milliseconds, for any DBINT NULL
request to the Application Gateway during the
half-hour interval.

NOT
NULL
RejectsToHalf The number of requests rejected by the Application DBINT NULL

Gateway during the half-hour interval.
80
All Tables
Application_Instance

NULL
Option
RequestsToHalf The number of request sent to the Application DBINT NULL

Gateway during the half-hour interval.
TimeoutsToHalf The number of requests to the Application Gateway DBINT NULL

that timed out during the half-hour interval.
NOT
NULL
to the west of UTC.
UnavailableToHalf Number of requests attempted while no Application DBINT NULL

Gateway was available during the half-hour interval.
Application_Instance
This table is part of the Media Routing category (see Media Routing, on page 569). For database rules, see
Media Routing Tables, on page 634.
The table contains configuration data about external application instances. The data in this table enables the
software to identify application instances and grant them access to the Configuration Management Service
(CMS). This table is populated initially with default Application Instances as listed in the ApplicationInstanceID
field, below.
Related Table
• Application_Path, on page 82 (through ApplicationInstanceID)
Table 51: Indexes for Application_Instance Table
XPKApplication_Instance Primary key ApplicationInstanceID
XAK1Application_Instance Unique key EnterpriseName
81
All Tables
Application_Path
Table 52: FIelds for Application_Instance Table

NULL
Option
ApplicationInstanceID Identifies the Application Instance. DBINT PK

Default Application Instance: NOT
NULL
• 4 = UQ.Desktop
ApplicationKey A key supplied by the application which allows the varchar(32) NOT
application instance entry to CMS services. NULL
ApplicationType Provides a key to the characteristics of certain DBINT NULL

applications.

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.
Description Additional information about this application DESCRIPTION NULL

instance.
EnterpriseName The unique name of the application instance. VNAME32 AK-1

NOT
NULL
PermissionLevel Determines the permissions given to the application: DBINT NOT

NULL
0 = Full read and write permission to all
configuration tables.
1 = Read-only permission to all configuration tables
(the application may not change any data).
2 = Authentication only (only the ConAPI
authentication API's will function).
3 = None
Application_Path
This table is part of the Media Routing category. For more information, see Media Routing, on page 569. For
database rules, see Media Routing Tables, on page 634.
The table defines a path from a registered application instance to a CTI Server. Applications need an interface
to CTI Server in order to report logins, agent states, and task messages to the system software.
82
All Tables
Application_Path
Related Tables
• Application_Instance, on page 81 (through ApplicationInstanceID)
• Application_Path_Member, on page 84 (through ApplicationPathID)
• Application_Path_Real_Time, on page 84 (through ApplicationPathID)
• Logical_Interface_Controller, on page 270 (through LogicalControllerID)
Table 53: Indexes for Application_Path Table
XPKApplication_Path Primary key ApplicationPathID
XAK1Application_Path Unique key EnterpriseName
Table 54: Fields in Application_Path Table

NULL
Option
ApplicationInstanceID Defines the application instance that uses this DBINT FK
application path.
NOT
NULL
ApplicationPathID A unique identifier for the application path. DBINT PK

NOT
NULL

updated.
Description Additional information about this application path. DESCRIPTION NULL
EnterpriseName The unique name of the application instance. VNAME32 AK-1

NOT
NULL
LogicalControllerID Foreign key to the Logical_Interface_Controller DBSMALLINT FK

table.
NOT
NULL
83
All Tables
Application_Path_Member
Application_Path_Member
This table is part of the Media Trouting category. For more information, see Media Routing, on page 569. For
database rules, see Media Routing Tables, on page 634.
The table defines the Media Routing Domains (MRDs) that use a particular application path.
Related Tables
• Application_Path, on page 82 (through ApplicationPathID)
Table 55: Indexes for Application_Path_MemberTable
XPKApplication_Path_Member Primary key PeripheralID, MRDomainID
XIE1Application_Path_Member Inversion key ApplicationPathID
Table 56: Fields in Application_Path_MemberTable

NULL
Option
ApplicationPathID The application path identifier for this application DBINT FK, IE-1
path member.
NOT
NULL
MRDomainID The MRD identifier for this application path DBINT PK, FK
member.
NOT
NULL
PeripheralID Link to the Peripheral table. DBSMALLINT PK, FK

NOT
NULL
Application_Path_Real_Time
This table is part of the Media Routing category (see Media Routing, on page 569 ). For database rules, see
The table provides real-time status and connection data for application paths.
84
All Tables
Application_Path_Real_Time
Related Table
• Application_Path, on page 82 (through ApplicationInstanceID)
Table 57: Indexes for Application_Path_Real_Time Table
XPKApplication_Path_Real_Time Primary key ApplicationPathID
Table 58: Fields in Application_Path_Real_Time Table

NULL
Option
ApplicationPathID The application path identifier for this application DBINT PK, FK
path member.
NOT
NULL
DateTime The date and time when the data in this table was DBDATETIME NOT
last updated. NULL
OnLine Indicates whether or not the application path is DBCHAR NULL

currently on-line:
1 = yes, on-line
0 = no, not on-line.
OnLineDateTime The date and time at which the application instance DBDATETIME NULL
associated with this application path established
connection to the CTI Server.
Text1 Application-specific strings. varchar(40) NULL
85
All Tables
Attribute
Attribute
This table defines attributes that agents may have and that calls may request.
Note A skill is a special form attribute used to identify which attributes are used in the most skilled agent and least
skilled agent queue ordering.
An attribute which is considered a skill must have the following:
1. DataType = Proficient
2. MinimumValue = 1
3. MaximumValue = 100
Note You cannot modify the DataType of an existing attribute.
Related Tables
• Agent_Attribute (through AttributeID)
• Agent_Skill_Group_Interval (through AttributeID)
• Agent_Skill_Group_Real_Time (through AttributeID)
• Call_type_SG_Interval (through AttributeID)
• Precision_Q_Real_Time (through AttributeID)
• Precision_Queue_Term (through AttributeID)
• Router_Queue_Interval (through AttributeID)
Table 59: Indexes for Attribute Table
XPKAttribute Primary key AttributeID
XAK1Attribute Unique key EnterpriseName
XIE1Attribute Inversion key DateTimeStamp
86
All Tables
Attribute
Table 60: Fields in Attribute Table

NULL
Option
AttributeDataType Data type for this attribute. Valid values are: DBINT NOT
NULL
• 0 = Unknown
• 1 = Integer
• 2 = String
• 3 = Boolean
• 4 = Skill (special form of integer)
AttributeID ID and primary key. DBINT PK1

NOT
NULL
AppearsOnDesktop Y or N. Default is N. If Y, this attribute appears on DBCHAR NOT

the agent desktop. This flag is only advisory for the NULL
desktop software.
ChangeStamp Change stamp. CHANGESTAMP NOT

NULL
updated.
DefaultValue Must be convertable to the datatype specified. varchar255 NULL
Deleted Deleted Flag stored as a character. Valid values are: DBCHAR NOT
NULL
• Y = Yes
• N = No
department.
Description Description of the attribute. DESCRIPTION NULL
EnterpriseName Name of this attribute. VNMAE32 NOT

NULL
MaximumValue Must be convertable to the datatype specified. varchar255 NULL
MinimumValue Must be convertable to the datatype specified. varchar255 NULL
SettableByAgent Y or N (Default). If Y, the agent can set this attribute DBCHAR NOT
for the desktop. This flag is only advisory for the NULL
desktop software.
87
All Tables
Attribute_Set
Attribute_Set
Note This table is defined for future use.
This table defines the attribute set that agents may have and that calls may request.
This table supports individual adds and deletes, as well as delete.
Table 61: Indexes for Attribute_Set Table
XPKAttribute_Set Primary key AttributeSetID
XAK1Attribute_Set Unique key EnterpriseName
Table 62: Fields in Attribute_Set Table

NULL
Option
AttrbuteSetDataType Data type for this attribute set. The values are: DBINT NOT
NULL
The value are:
• 1 = Integer
• 2 = String
• 3 = Boolean
• 4 = Proficient (special form of integer)
AttributeSetID Unique ID and the primary key. DBINT NOT

NULL

updated.
Description Description of the Attribute Set table. DESCRIPTION NULL
EnterpriseName Name of the Attribute Set. VNAME32 NOT

NULL
88
All Tables
Attribute_Set_Member
Attribute_Set_Member
Note This table is defined for future use.
This table defines the set of attributes belong to the same attribute set data type.
This table supports individual adds and deletes, as well as delete. The Attribute table is the parent.
Table 63: Indexes for Agent Table
XPKAttribute_Set_Member Primary key AttributeSetID, AttributeID
Table 64: Fields in Attribute_Set_Member Table

NULL
Option
AttributeSetID Foreign Key from Attribute Set table and part of the DBINT NOT
primary key. NULL
AttributeID Foreign Key from Attribute Set table and part of the DBINT NOT
primary key. NULL
AWControl
Contains one record of control information about the Administration & Data Server. This information is used
internally by the system.
Note This table has no indexes because it has only one row.
89
All Tables
Blended_Agent_Options
Table 65: Fields in AWControl Table

NULL
Option
AWType The AW type: DBINT NOT

NULL
• 0 = Standard
• 1 = NAM
• 2 = CICM
• 3 = Limited Administration & Data Server.
ConfigChangedBySystemName The name of the workstation that last uploaded VNAME32 NULL
configuration or script information to the central
database. This field is maintained by the real-time
feed.
ConfigChangedByUserName The name of the user that last uploaded configuration varchar(64) NULL
or script information to the central database. This
field is maintained by the real-time feed.
ControllerConfigChangeKey The recovery key value from the Config Message DBFLT8 NOT
Log table when the configuration or script NULL
information in the central database was last updated.
This field is maintained by the real-time feed.
ControllerConfigChangeTime The time that the configuration or script information datetime NULL
in the central database was last updated. This field
is maintained by the real-time feed.
HDSPropertyEnabled Indicates whether the Historical Data Server property DBCHAR NOT
is enabled: NULL
• Y = Yes (enabled)
• N = No (not enabled)
LastRetrievalKey The recovery key value copied from the Config DBFLT8 NOT
Message Log table when the local database was last NULL
updated from the central database.
LastRetrievalTime The time that the local Administration & Data Server DATETIME NULL
database was last updated from the central database.
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 561). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 631.
90
All Tables
Note If Outbound Option was not selected during setup, this table will contain no data.
This table has no indexes because it has only one row.
Contains all options that are global to a Outbound Option deployment. There is only one row in this table.
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify the
Outbound Option Options records.
Table 66: Fields in Blended_Agent_Options Table

NULL
Option

CPAAnalysisPeriod (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of milliseconds the dialer will spend
analyzing. Advanced configuration item.
CPAJitterBufferDelay (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Used for fine tuning call progress analysis.
Advanced configuration item.
CPAMaxTermToneAnalysis (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Maximum milliseconds the dialer will analyze an
answering machine voice message looking for a
termination tone. Advanced configuration item.
CPAMaxTimeAnalysis (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Maximum time allowed for analysis in milliseconds.
CPAMinimumValidSpeechTime (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Minimum number of milliseconds of voice required
to qualify a call as voice detected. Advanced
configuration item.
CPAMinSilencePeriod (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Minimum silence period required to classify as a
call voice detected. Advanced configuration item.
91
All Tables

NULL
Option
updated.
DialEndHours The latest valid hour to call a contact (in 24-hour DBINT NOT
format). The hour value is based on the contact's NULL
local time.
DialEndMinutes The latest valid minute to call a contact. The minutes DBINT NOT
value is based on the contact's local time. NULL
DialStartHours The earliest valid hour to call a contact (in 24-hour DBINT NOT
format). The hour value is based on the contact's NULL
local time.
DialStartMinutes The earliest valid minute to call a contact. The DBINT NOT
minutes value is based on the contact's local time. NULL
FutureUseVarchar1 Reserved for future use varchar(64) NULL
IPDirectDialPreview A Boolean value that indicates that all preview and DBCHAR NOT
personal callback modes should be direct dialed from NULL
the agent desktop rather than transferred from the
dialer.
A Y indicates enabled, N indicates disabled. The
default is N.
PcbAllowedSaturday (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

USED. IT IS RESERVED FOR FUTURE USE.) NULL
Allow dialing of personal callbacks on Saturday.
The default is N.
PcbAllowedSunday (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

Allow dialing of personal callbacks on Sunday. The
default is N.
92
All Tables

NULL
Option
PcbBusyRetry (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Personal callbacks. Minimum time in minutes before
retrying a busy.
PcbCheckRecords (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Frequency (in minutes) to check for records in the
database.
PcbMaxAttempts (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Maximum attempts to retry.
PcbMode (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Indicates the personal callback mode to use if this
personal callback was not associated with a
campaign. The three mode choices are useVDN,
Reschedule, or Abandon.
PcbNoAnswerRetry (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Minimum time in minutes before retrying a no
answer.
PcbNoAnswerRingLimit (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of rings to wait before considering this call
a no answer call.
PcbPurgeRecords (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Days to wait before purging old records.
PcbPurgeStatus (THIS FIELD IS NOT CURRENTLY BEING varchar(64) NULL

Indicates which personal callback records to purge
based on the call status. It is a string of dialing list
status characters.
93
All Tables
Bucket_Intervals

NULL
Option
PcbRecordsToCache (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of personal callback records to cache in the
dialer.
PcbReserveRetry (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Minimum time before retrying a failed reservation.
RescheduleCallbacks (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

Indicates whether callbacks should be rescheduled
or not. The default is Y.
Bucket_Intervals
This configuration table holds the definition for Bucket Intervals that are used for Call type reporting. The
Intervals are in sequentially increasing order, with the unused intervals having a NULL value.
Use the Unified ICM Configuration Manager Bucket Interval List Tool to modify Bucket intervals.
Table 67: Indexes for Bucket_Intervals Table
XPKBucket_Intervals Primary key BucketIntervalID
XAK1Bucket_Intervals Unique key EnterpriseName
Table 68: Fields in Bucket_Intervals Table

NULL
Option
BucketIntervalID The primary key for this table. DBINT PK

NOT
NULL

updated.
94
All Tables
Bulk_Job

NULL
Option
Deleted The default is N. DBCHAR NOT

NULL
department.
EnterpriseName The enterprise name for this table. VNAME32 AK-1

NOT
NULL
IntervalUpperBound1 Upper bound in seconds of interval 1 DBINT NULL
Bulk_Job
This table supports operations from the Packaged CCE Bulk Operations tool.
Table 69: Indexes for Bulk_Job Table
XPKBulk_Job Primary key BulkJobID
95
All Tables
Bulk_Job
Table 70: Fields in Bulk_Job Table

NULL
Option
BulkJobID Auto-assigned Unique ID and Primary Key. DBINT PK

NOT
NULL

database NULL
CreateDateTime The date and time when the job was created DBDATETIME NULL
updated.
department.
Description Describes this job DESCRIPTION NULL
EndDateTime The date and time when the job was finished DBDATETIME NULL
JobHostName The AW on which the job will run varchar(64) NULL
JobState The state of the job. The options are: DBSMALLINT NULL
• 1 = Queued
• 2 = Processing
• 3 = Completed successfully
• 4 = Failed
• 5 = Cancelled
JobType Indicates the type of bulk job. The options are: DBSMALLINT NOT
NULL
• 1 = Dialed Number
• 2 = Agent
• 3 = Call Type
• 4 = Skill Group
• 5 = SSO Migration
• 102 = Inventory
Note The operation types (create, update,

delete) are specified in the CSV file with
each record.
96
All Tables
Business_Entity

NULL
Option
StartDateTime The date and time when the job was started DBDATETIME NULL
Business_Entity
This table is in the Security category (see Security, on page 579). To see database rules for these tables, see
Security Tables, on page 637.
It lists the business entities within the enterprise.
Related Tables
• Enterprise_Route, on page 234 (through Enterprise Route ID)
• Enterprise_Service, on page 236 (through EntityID)
• Enterprise_Skill_Group, on page 238 (through EntityID)
• Master_Script, on page 281 (through Entity ID)
• Schedule, on page 399 (through EntityID)
Table 71: Indexes for Business_Entity Table
XPKBusiness_Entity Primary key EntityID
XAK1Business_Entity Unique key EntityName
Table 72: Fields in Business_Entity Table

NULL
Option

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.
Description Additional information about the business entity. DESCRIPTION NULL
EntityID A unique identifier for the business entity. DBINT PK

NOT
NULL
97
All Tables
Call_Type

NULL
Option
EntityName The name of the business entity. varchar(30) AK-1

NOT
NULL
Call_Type
This table is part of the Script category. For database rules, see the "Script Tables" section.
Each row describes a category of calls that the software can handle. The Dialed Number Map table determines
which calls are assigned to each category. The Call Type Map table determines which scripts are executed
for each call type.
Use the Call Type list tool to add, update, and delete Call_Type records. This tool can be launched through
the Configuration Manager.
Related Tables
Call_Type_Map (by CallTypeID)
Call_Type_Real_Time (by CallTypeID)
Customer_Defintion (by CustomerDefinitionID)
Default_Call_Type (by CallTypeID)
Dialed_Number_Map (by CallTypeID)
ICR_Globals (Call_Type.CallTypeID maps to ICR_Globals.DefaultCallType)
Route_Call_Detail (by CallTypeID)
Termination_Call_Detail (by CallTypeID)
Table 73: Indexes for Call_Type Table
XAK1Call_Type Nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIE1Call_Type Nonclustered located on PRIMARY CustomerDefinitionID
XIE2Call_Type Nonclustered located on PRIMARY DateTimeStamp
XPKCall_Type Clustered, unique, primary key located CallTypeID

on PRIMARY
98
All Tables
Call_Type
Table 74: Fields in Call_Type Table

NULL
Option
BucketIntervalID The ID for the entry in the Bucket_Interval Table DBINT FK NULL
used for this CallType. The default value is NULL.
NULL means that the bucket interval from
ICR_Globals is used for this calltype.
CallTypeID A unique identifier for this call type. DBINT PK NOT

NULL
CustomerDefinitionID Identifies the customer definition, if any, associated DBINT IE-1 NULL
with the call type.
DateTimeStamp Records the date and time when a record is added DBDATETIME NULL
or updated.

NULL
• Y = Yes
• N = No
department.
Description Additional information about the call type. DESCRIPTION NULL
EnterpriseName An enterprise name for this call type. This name VNAME32 AK-1 NOT
must be unique among all call types in the enterprise. NULL
ReportingInterval This value indicates the period, in minutes, over DBINT IE3, NULL
which the router calculates the Call Type and Call
Type Skill Group data. The valid values are 30
(default) or 15.
Note This field is the Call Type Reporting
Interval. It is not the PG reporting
Interval with which the skill group is
associated.
ServiceLevelThreshold The time in seconds to be used as the service level DBINT NULL
threshold.
ServiceLevelType Default value that indicates how the software DBSMALLINT NULL
calculates the service level (that is, how it handles
abandoned calls in calculating the service level).
You can override this default for individual services.
99
All Tables
Call_Type_Interval
Call_Type_Interval
This section describes the Call Type Interval table.
Note • In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified CCE
with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through Unified
CCE Gateway PG, network queuing data is not available in the child or in the child agent and supervisor
desktops. The time spent in the network queue is not included in the reporting metrics in the child. A
call center manager, who would normally only look at the Unified CCE child reports, needs to also look
at the parent Unified ICM reports for network queuing data.
• With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are
translation-routed, the measurement of Answer Wait Time for a call begins when the call is queued. The
measurement of Service Level begins when the call arrives at the routing script, or when its call type is
changed. This means that, if self-service is performed on a call before queueing to an agent, the routing
script must change the call type of the call when self-service is completed. Otherwise, the time spent in
self-service negatively impacts the Service Level.
• In the Call Type Interval table, the Hold time is calculated based on the call event.
Table 75: Fields in Call_Type_Interval Table

NULL Option
AbandInterval1 The number of calls abandoned within Interval DBINT YES
1. For Call Type Interval, AbandInterval is
calculated from when the call is queued to a
skill group or a precision queue, to when the
call is abandoned. This includes any requery
time.
This field is applicable to both Unified ICM
and Unified CCE with the following exception:
the field is not incremented if an agent answers
the call on a standard ACD, unless the call was
translation routed.
AbandInterval2 Number of calls abandoned within interval 2. DBINT YES

See AbandInterval1.

See AbandInterval1.

See AbandInterval1.

See AbandInterval1.
100
All Tables
Call_Type_Interval

NULL Option
See AbandInterval1.

See AbandInterval1.

See AbandInterval1.

See AbandInterval1.

See AbandInterval1.
AgentErrorCount During the reporting interval, calls that DBINT YES

encounter an error when the call is at the agent
desktop. These are calls that receive a TCD with
CallDispositionFlag value 4. Agent errors are
counted in AgentErrorCount, and routing errors
are counted in ErrorCount. Total Error count =
ErrorCount + AgentErrorCountTo Half.
AnsInterval1 The number of calls answered within Interval DBINT YES

1. For Call Type Interval, AnsInterval is
calculated from when the call is queued to a
skill group or a precision queue, to when the
call is answered. This includes any requery
time.
translation routed.
AnsInterval2 Number of calls answered within interval 2. See DBINT YES

AnsInterval1.

AnsInterval1.

AnsInterval1.

AnsInterval1.

AnsInterval1.
101
All Tables
Call_Type_Interval

NULL Option
AnsInterval1.

AnsInterval1.

AnsInterval1.
AnsInterval10 Number of calls answered within interval 10. DBINT YES

See AnsInterval1.
AnswerWaitTime The sum of answer wait time in seconds for all DBINT YES
calls that were answered for the call type during
The AnswerWaitTime for a single call against
the call type is an approximate sum of the
following fields in the Termination_Call_Detail
table:
• DelayTime
• LocalQTime
• RingTime
• NetQTime

The field is not incremented if an agent answers
translation routed.
AvgRouterDelayQ Average delay in queue (in seconds) for calls DBINT YES
removed from the Router queue during the
half-hour interval. RouterQueueDelayQ /
RouterQueueCalls
BucketIntervalID The ID of Bucket Intervals from the DBINT YES

Bucket_Interval table used to generate the
following AnsInterval and AbandInterval fields
in this record.
102
All Tables
Call_Type_Interval

NULL Option
CallsAnswered The total number of calls of this call type DBINT YES
answered or work accepted by agents in the
reporting interval. This field is applicable to
both Unified ICM and Unified CCE with the
following exception: the field is not
incremented if an agent answers the call on a
standard ACD, unless the call was translation
routed.
CallDelayAbandTime The total time spent by calls of this call type DBINT YES
that abandoned in the reporting interval. This
time begins when the call reaches the Router
and ends when the call disconnects. Does not
include short calls.
Note This time is not reset if the CallType
changes. To determine the time that
abandoned calls spend in the script
before abandoning, subtract
DelayQAbandTimeHalf and
DelayAgentAbandTime from
CallDelayAbandTime.
CallsHandled The total number of calls of this call type DBINT YES
handled in the reporting interval.
Termination_Call_Detail records generated by
agent PG with a CallDispositionFlag of 1 are
counted as CallHandled.
A handled call is:
• An incoming ACD call that was answered
by an agent, and then completed.
• A non-voice task that the agent started
working on then completed.
A handled call or task is completed when the

agent associated with the call or task finishes
the wrap-up work associated with the call or
task. This field is applicable to both Unified
ICM and Unified CCE with the following
exception: the field is not incremented if an
agent answers the call on a standard ACD,
unless the call was translation routed.
Note This field is also incremented for a
self-serviced call (call answered by
the IVR and not by agent).
103
All Tables
Call_Type_Interval

NULL Option
CallsOffered The total number of calls of this call type DBINT YES
offered during the reporting interval.
CallsOnHold The number of calls placed on hold at least once DBINT YES
for the call type during the reporting interval.
CallsQHandled Number of calls answered within interval 1. DBINT YES

translation routed.
CallsRouted Number of calls of this type that have been DBINT YES
routed during the reporting interval.
CallsRequeried During the reporting interval, the number of DBINT YES

router requery events for this calltype. A call
may be requeried several times and counted as
such. For example, if there are 10 calls offered
and each is requeried twice, Calls Requeried is
20.
CallsRoutedNonAgent For Unified CCE, the number of calls that DBINT YES
executed a Label node or a Divert Label node
in their routing script in the reporting interval.
For Unified ICM, the number of calls that
executed a Label node or a Divert Label node
in their routing script; or that were routed to a
standard ACD without using a translation route
in the reporting interval.
CallsRONA Number of calls that have been Redirected On DBINT YES

No Answer in the reporting interval. This does
not include calls that are rerouted using the
router requery feature. This is for calls with a
call disposition of 5. This field is applicable to
both Unified ICM and Unified CCE with the
following exception: the field is not
incremented if an agent answers the call on a
standard ACD, unless the call was translation
routed.
Note: "Calls" may include voice calls and
nonvoice tasks from third-party multichannel
applications that use the Task Routing APIs.
CallTypeID Identifies the call type. DBINT PK2, NOT

NULL
104
All Tables
Call_Type_Interval

NULL Option
CTDelayAbandTime The total time spent by calls of this call type DBINT YES
that abandoned calls within the reporting
interval. This time begins when the call reaches
the Router or when the call changes CallTypes
and ends when the call disconnects. This time
is reset if the CallType changes. Does not
include short calls.
CTVRUTime During the reporting interval, the total time that DBINT YES
all the calls spent at the VRU in the current call
type.
Note In a NAM/CICM deployment (VRU
at NAM), this value is updated for
calls that the CICM sends to the
VRU. Calls that the NAM itself
sends to the VRU update the call
type metrics in the NAM.
Note In a NAM/CICM deployment
(VRU1 at NAM and VRU2 at
CICM), this value is updated for
calls that the CICM sends to VRU1.
Calls that the NAM Router itself
sends to VRU1 update the call type
metrics in the NAM. Service data
for VRU2 is stored in the CICM
database.
DateTime The Central Controller date and time at the start DBSMALLDATE PK1, NOT
of the interval when the row was generated. NULL
DbDateTime The current date and time stamp when the DBDATETIME IE1, YES
records are written to the HDS database. The
logger database has NULL for this column.
DelayQAbandTime The total time spend by all calls for this call DBINT YES
type that abandoned while in the queue, for this
reporting interval. This field changed in Release
7.0 from Abandon Time in Queue + Abandon
Time At Agent + Abandon Time in VRU to
Abandon Time in Queue only.
Note Customers who migrate from
Release 6.0 please note that the data
stored in DelayQAbandTime is
moved to CallDelayAbandTime.
Does not include short calls. This
time is not reset if the CallType
changes.
105
All Tables
Call_Type_Interval

NULL Option
DelayAgentAbandTime For the reporting interval, the total time spent DBINT YES
by all calls for this call type that abandoned at
the agent's desktop before being answered. This
time is not reset if the CallType changes. Does
not include short calls.
ErrorCount During the reporting interval, the number of DBINT YES

calls that resulted in an error condition.
Examples: When a routing script fails to find a
target and there is no default route defined Refer
to the Route_Call_Detail table,
RouterErrorCode field. Translation-routed calls
are abandoned while en route to destination
target. Calls with mis-configured labels do not
use default routing; for example, when a route
has not been defined.
HandleTime The total handle time in seconds for handled DBINT YES
calls of this call type ending during the
reporting interval. HandleTime is the sum of
the fields TalkTime, HoldTime, and WorkTime
from the Termination_Call_Detail record. This
field is applicable to both Unified ICM and
Unified CCE with the following exception: it
does not include the delay time for a call that
was abandoned after it was routed to a standard
ACD, unless the call was translation routed.
HoldTime The total hold time in seconds for calls of this DBINT YES
call type ending during the reporting interval.
and Unified CCEwith the following exception:
it does not include the delay time for a call that
ICRDefaultRouted Number of calls of this type that were routed DBINT YES
to the default label during the reporting interval.
106
All Tables
Call_Type_Interval

NULL Option
IncompleteCalls During the reporting interval, the number of DBINT YES
IncompleteCalls; which are calls that were
routed to an agent but failed to arrive. An
IncompleteCall can also be identified in the
Termination_Call_Detail record, as can any call
with a CallDisposition of 7.
This can occur under several conditions:
1. Just as the CallRouter is about to send the
agent a call, the agent, while in the
AVAILABLE state, pushes the head set
button to enable it.
agent a call, the agent otherwise attempts
to make a call from the desk phone.
agent a call, the agent, while in the
AVAILABLE state, is direct dialed.
4. Network issues (congestion, glitches, and
so on).
5. A caller disconnects in route to the agent.
Note As IP transfers are so quick, this
is an unlikely condition.

it does not include the delay time for a call that
MaxHoldTime The max hold time in seconds for calls of this DBINT YES
call type during the reporting interval
MaxCallsQueued The maximum number of calls in queue for this DBINT NULL
call type during this interval.
MaxCallWaitTime The longest time a call had to wait before it was DBINT NULL
dispositioned (abandoned, answered, and so on)
in this interval.
ReservationCalls The number of times the Dialer reserved an DBINT NULL

agent for an agent campaign during this interval.
This is a part of the equation for calls completed
to balance with CallsOffered.
107
All Tables
Call_Type_Interval

NULL Option
NetworkDefaultRouted Number of calls of this type that were routed DBINT YES
to a Termination node that specifies "use
network default" during the reporting interval.
This node returns a label to the network that
tells it to apply its default treatment to the call.
NetworkAnnouncement Number of calls routed with an announcement DBINT YES

node during the reporting period. This node
returns a label to the network that specifies the
announcement to be played.
OverflowOut The number of calls overflowed to another call DBINT YES

type during the reporting interval. This field
increments when a requalify or call type node
is executed in the script.
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK1, NOT
internally by the Unified ICM / Unified NULL
CCEsoftware to track the record.
ReportingHalfHour The value indicates Half Hour boundary interval DBINT IE2, NULL
(0 to 47). Two 15 minute interval records have
a unique half hour boundary value.
which the router calculates the Call Type and
Call Type Skill Group data. The valid values
are 30 (default) or 15.
Reserved1 Reserved for future use. DBINT YES
Reserved5 Reserved for future use. DBFLT4 YES
ReturnBusy Number of calls of this type that were routed DBINT YES
to the Busy target during the reporting interval.
ReturnRing Number of calls of this type that were routed DBINT YES
to the Ring target during the reporting interval.
ReturnRelease Count of calls that executed a Release node in DBINT YES

their routing script in the reporting interval.
108
All Tables
Call_Type_Interval

NULL Option
RouterQueueWaitTime Number of seconds calls of this type spent in DBINT YES
the Call Router queue during the reporting
interval.
This count includes only calls that exited the
queue during the interval. Calls still in the queue
at the end of the interval are not counted.
RouterQueueCalls The number of tasks of the call type assigned DBINT YES
from the queue to be routed in the reporting
interval.
RouterCallsAbandQ The number of calls to the call type that DBINT YES
abandoned in the Router queue during the
interval. Does not include short calls. The
definition of this field changed in Release 7.0(0)
from "Calls Abandon in Queue + Calls
Abandoned At Agent + Calls Abandoned in
VRU" to "Calls Abandoned in Queue only".
For customers who are migrating from Release
6.0 to Release 7.0, the data stored in
RouterCallsAbandQ is moved to
TotalCallsAband.
Note RouterCallsAbandQ does not include
calls that were abandoned in the
VRU. This value can be derived
from TotalCallsAband -
RouterCallsAbandQ -
RouterCallsAbandToAgent.
RouterQueueCallTypeLimit During the reporting interval, the number of DBINT YES

Router queue attempts that failed because the
limit for the call type was reached.
RouterQueueGlobalLimit During the reporting interval, the number of DBINT YES

Router queue attempts that failed because the
global system limit was reached.
RouterCallsAbandToAgent The number of calls that abandoned at the agent DBINT YES
desktop before being answered in the reporting
interval. Does not include short calls.
Termination_Call_Detail records generated by
agent PG with a CallDispositionFlag of 2 are
counted as RouterCallsAbandToAgent.
109
All Tables
Call_Type_Interval

NULL Option
ServiceLevelAband The total number of calls of this call type are DBINT YES
abandoned within the service level threshold
This is valid for both Unified CCE and standard
ACD targets that use translation routes.
For Call Type Interval, ServiceLevelAband is
calculated from the time the call type changes
until the time the call is abandoned.
ServiceLevelCalls The total number of calls of this call type DBINT YES
answered within the service level threshold
during the reporting interval. This field is
incremented when the PG sends the answered
event to the router within the service level
threshold.
This is valid for both Unified CCE and standard
ACD targets that use translation routes.
Note The timer for Service Levels
statistics starts when the call arrives
at that given CallType. Service
Levels statistics reset when CallType
changes for a given call.
110
All Tables
Call_Type_Interval

NULL Option
ServiceLevelCallsOffered DBINT YES
111
All Tables
Call_Type_Interval

NULL Option
The number of calls of this call type that had
service level events during the reporting
interval. Calls are counted for service level
purposes when it is determined how the call
contributes to the service level calculation. This
determination is made when either the service
level timer passes, the call is answered, or the
caller abandons - whichever occurs first. Valid
for both Unified CCE and standard ACD targets
that use translation routes.
A service level event occurs when one of the
following happens to the call:
1. An agent answers the call before the service
level threshold expires. In this case, the
ServiceLevelCalls and
ServiceLevelsCallsOffered database fields
are incremented.
2. The call abandons before the service level
threshold expires. In this case, the
ServiceLevelAband and
ServiceLevelCallsOffered database fields
are incremented.
3. The call is Redirected on No Answer
(RONAs) before the service level threshold
expires. In this case, only the
ServiceLevelCallsOffered database field is
incremented.
4. The call reaches the service level threshold
without being answered by an agent or
being abandoned. In this case, the
ServiceLevelCallsOffered database field is
incremented. Tasks that abandon before the
short calls timer (as defined in the Unified
ICM configuration) do not count toward
the ServiceLevelCallsOffered or
ServiceLevelAband call counters.
Note In the ServicelevelCallsOffered
field, calls sent to the labels or
calls that encountered an error
are counted, irrespective of how
the calls ended (within or
beyond the threshold). You can
use the
ErrorCount+AgentErrorCount
fields to exclude all the
112
All Tables
Call_Type_Interval

NULL Option
erroneous calls and use
ServiceLevelError field to
exclude erroneous calls before
threshold. For calls sent to
labels, you can use the
label-related fields (for instance
CallsRoutedNonAgent,
ReturnBusy, ReturnRing) to
exclude all calls which are
returned to the labels.
ServiceLevel Service level for the call type during the DBFLT4 YES
reporting interval. Service Level Type is
configured in the Unified ICM Configuration
Manager using the Call Type list tool and the
System Information tool.
ServiceLevel is calculated as follows depending
on the service level type:
1. Ignore Abandoned Calls:
ServiceLevelCalls/(ServiceLevelCallsOffered
- ServiceLevelAband).
2. Abandoned Calls have Negative Impact:
ServiceLevelCalls/ServiceLevelCallsOffered.
3. Abandoned Calls have Positive Impact:
(ServiceLevelCalls +
ServiceLevelAband)/ServiceLevelCallsOffered.
and Unified CCE with the following
ServiceLevelType Service Level Type used to calculate Service DBINT YES

level for the reporting interval.
ServiceLevelError Calls that ended in Error state within SL DBINT YES

threshold within the reporting interval.
ServiceLevelRONA Calls that redirected on no answer within SL DBINT YES

threshold within the reporting interval.
Note: "Calls" may include voice calls and
nonvoice tasks from third-party multichannel
113
All Tables
Call_Type_Interval

NULL Option
ShortCalls The total number of calls to the route that were DBINT YES
too short to be considered abandoned during
the reporting interval. A call is determined to
be a short call if it is abandoned before the
Abandoned Call Wait Time expired. Short calls
are not considered abandoned, nor are they
accounted for in any of the Unified ICM
abandoned calls calculations. This field is
applicable to Unified ICM, Unified CCE, and
Outbound Option.
TalkTime The total talk time in seconds for calls of this DBINT YES
call type that were handled during the reporting
interval. This field is applicable to both Unified
ICM and Unified CCEwith the following
TimeZone The Central Controller’s time zone for the date DBINT PK3, NOT
and time. The value is the offset in minutes NULL
from UTC(formerly GMT).The value is
negative for time zones to the east of UTC and
positive for time zones to the west of UTC.
TotalCallsAband The total number of calls abandoned while in DBINT YES

VRU (that is, while undergoing prompting or
listening to voice menus options), calls
abandoned while queued to skill group, and
calls abandoned at agent desktop. This field
also includes abandoned calls that are not in the
queue; for example, when the caller hangs up
while listening to a VRU prompt. Therefore,
the number of calls abandoned at a VRU before
being queued is TotalCallsAband minus
RouterCallsAbandToAgent and
RouterCallsAbandQ. Does not include short
calls.
VruUnhandledCalls Count of calls marked as Offered to VRU but DBINT YES

not handled in the reporting interval. This field
is incremented only if the call's routing script
sets the VRUProgress script variable to a certain
value.
114
All Tables
Call_Type_Interval

NULL Option
VruHandledCalls Count of the VRU calls marked as handled at DBINT YES
VRU in the reporting interval. This field is
incremented only if the call's routing script sets
the VRUProgress script variable to a certain
value.
VruAssistedCalls Count of the VRU handled calls marked as DBINT YES

routed to agents in the reporting interval. This
field is incremented only if the calls routing
script sets the VRUProgress script variable to
a certain value.
VruOptOutUnhandledCalls Count of the VRU unhandled calls that were DBINT YES
marked as routed to agents by caller request in
the reporting interval. This field is incremented
only if the call's routing script sets the
VRUProgress script variable to a certain value.
VruScriptedXferredCalls Count of the VRU calls marked as routed to DBINT YES

agents because of normal script procedure in
the reporting period. This field is incremented
only if the call's routing script sets the
VRUProgress script variable to a certain value.
VruForcedXferredCalls Count of the VRU calls marked as routed to DBINT YES

agents because of caller difficulties in the
reporting period. This field is incremented only
if the call's routing script sets the VRUProgress
script variable to a certain value.
VruOtherCalls Count of VRU calls marked with any DBINT YES

VRUProgress value other than the reporting
period. This field is incremented only if the
call's routing script sets the VRUProgress script
variable to a certain value.
115
All Tables
Call_Type_Map

NULL Option
VRUTime The total time that all calls spent at the VRU in DBINT YES
the reporting interval. This is the total VRU
time, whether the call was queued or not.
Note In a NAM/CICM deployment (VRU
at NAM), this value is updated for
calls that the CICM sends to the
VRU. Calls that the NAM itself
sends to the VRU update the call
type metrics in the NAM.
Note In a NAM/CICM deployment
(VRU1 at NAM and VRU2 at
CICM), this value is updated for
calls that the CICM sends to VRU1.
Calls that the NAM Router itself
metrics in the NAM. Service data
for VRU2 is stored in the CICM
database.
Call_Type_Map
page 636.
It maps call types to scheduled scripts. Use the Script Schedule facility of the Script Editor to add, update,
and delete Call_Type_Map records.
Related Tables
Call_Type, on page 98 (via CallTypeID)
Master_Script, on page 281 (via MasterScriptID)
Table 76: Indexes for Call_Type_Map Table
XIE1Call_Type_Map nonclustered located on PRIMARY MasterScriptID
XPK_Call_Type_Map clustered, unique, primary key located CallTypeID, Item

on PRIMARY
116
All Tables
Call_Type_SG_Interval
Table 77: Fields in Call_Type_Map Table

NULL
Option
CallTypeID Foreign key from the Call Type table. CallTypeID DBINT PK, FK
and Item together form a unique key. NOT
NULL
Description Additional information about the association of this DESCRIPTION NULL
script to this call type.
Item The position of this schedule entry within the list of DBINT PK NOT
entries for this call type. NULL
MasterScriptID Foreign key from the Master Script table. DBINT FK, IE-1
NOT
NULL
ScriptSchedule A script schedule entry in an internal format used varchar(64) NOT
by the Script Editor. NULL
This section describes the Call Type Skill Group Interval table.
Note • In the Call Type Skill Group Interval table, the Hold time is calculated based on the call event.
• In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified CCE
with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child) through a Unified
CCE Gateway PG, network queuing data is not available in the child or in the child agent or supervisor
desktop. The time spent in the network queue is not included in the reporting metrics in the child. A call
center manager, who would normally only look at the Unified CCE child reports, must also look at the
parent Unified ICM reports for network queuing data.
• With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are
translation-routed, the measurement of Service Level begins when the call arrives at the routing script,
or when its call type is changed. This means that if self-service is performed on a call before the call is
queued to an agent, the routing script must change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service negatively impacts the Service Level.
Note When creating the Agent name, you must remove spaces or hyphens from both the first and last name of the
person in the child's person record. If the parent is set for auto-configuration on the agent names and a child
agent is created with a space or a hyphen in the first or last name, the parent does not create the agent name.
117
All Tables
Table 78: Fields in Call_Type_SG_Interval Table
Name Description Data Type Keys and NULL

Option
AbandInterval1 The number of calls abandoned within Interval 1. For Call Type SG DBINT YES
Interval, AbandInterval is calculated from when the call is queued
to a skill group or a precision queue, to when the call is abandoned.
This includes any requery time.
This field is applicable to both Unified ICM and Unified CCE with
the following exception: the field is not incremented if an agent on
a standard ACD answers the call, unless the call was translation
routed.
AbandInterval2 Number of calls abandoned within interval 2. See AbandInterval1. DBINT YES
AnsInterval1 The number of calls answered within Interval 1. For Call Type SG DBINT YES
Interval, AnsInterval is calculated from when the call is queued to
a skill group or a precision queue, to when the call is answered. This
includes any requery time.
routed.
AnsInterval2 Number of calls answered within interval 2. See AnsInterval1. DBINT YES
118
All Tables

Option
AnswerWaitTime The sum of answer wait time in seconds for all calls that were DBINT YES
answered for the call type associated with this skill group during the
reporting interval.
The AnswerWaitTime for a single call against the call type is an
approximate sum of the following fields in the
• DelayTime
• LocalQTime
• RingTime
• NetQTime
routed.
Note With the existence of a network VRU, for Unified ICM
and Unified CCE systems in which calls are
translation-routed, the measurement of Answer Wait Time
for a call begins when the call is queued.
AvgRouterDelayQ Average delay in queue (in seconds) for calls removed from the DBINT YES
Router queue during the reporting interval. RouterQueueWaitTime
/ RouterQueueCalls
119
All Tables

Option
AgentErrorCount During the reporting interval, calls associated with this skill group DBINT YES
that encounter an error when the call is at the agent desktop. These
are calls that receive a TCD with CallDispositionFlag value 4. Agent
errors are counted in AgentErrorCount, and routing errors are counted
in ErrorCount. Total Error count = ErrorCount + AgentErrorCoun.
BucketIntervalID The ID of Bucket Intervals from the Bucket_Interval table used to DBINT YES
generate the following AnsInterval and AbandInterval fields in this
record. The Bucket Intervals ID is taken from the corresponding
Call Type configuration.
CallTypeID Identifies the call type. DBINT PK2, NOT null
CallDelayAbandTime The total time spent by calls of this call type associated with this DBINT YES
skill group that abandoned in the reporting interval. This time begins
when the call reaches the Router and ends when the call disconnects.
Does not include short calls.
Note This time is not reset if the CallType changes. To
determine the time that abandoned calls spend in the script
before abandoning, subtract DelayQAbandTime and
DelayAgentAbandTime from CallDelayAbandTime.
CallsAnswered The total number of calls of this call type associated with this skill DBINT YES
group that was answered or work accepted by agents in the reporting
interval. This field is applicable to both Unified ICM and Unified
CCE with the following exception: the field is not incremented if
an agent on a standard ACD answers the call, unless the call was
translation routed.
Note With the existence of a network VRU, for Unified CCE
and for Unified ICM systems in which calls are
translation-routed, the measurement of Answer Wait Time
for a call begins when the call is queued.
120
All Tables

Option
CallsHandled The total number of calls of this call type associated with this skill DBINT YES
group that was handled in the reporting interval.
Termination_Call_Detail records generated by agent PG with a
CallDispositionFlag of 1 are counted as CallHandled.
A handled call is:
• An incoming ACD call that was answered by an agent, and
then completed.
• A non-voice task that the agent started working on then
completed.
A handled call or task is completed when the agent associated with

the call or task finishes the wrap-up work associated with the call
or task. This field is applicable to both Unified ICM and Unified
CCE with the following exception: the field is not incremented if
an agent on a standard ACD answers the call, unless the call was
translation routed.
CallsReportAgainstOther Calls that were counted as CallsOfferedRouted but reported against DBINT YES
another skill group.
Note The call is counted in the Skill Group where it is reported
depending on the call disposition flag. For example, if
the call disposition flag is 1, the field
CallsHandledNotRouted is incremented in the actual skill
group that the call was handled.
In some other scenarios, this field can be incremented where the
SkillGroupSkillTargetID is not provided and none of the call
dispositions are used to categorize where the call is going.
CallsQHandled Number of calls associated with this skill group that was handled in DBINT YES
the reporting interval that were queued in the Router at any time
during the life of the call. This field is applicable to both Unified
ICM and Unified CCE with the following exception: the field is not
incremented if an agent on a standard ACD answers the call, unless
the call was translation routed.
CallsRONA Number of calls associated with this skill group that was that have DBINT YES
been Redirected On No Answer in the reporting interval. This does
not include calls that are rerouted using the router requery feature.
This is for calls with CallDispositionFlag of 5 in TCD. This field is
applicable to both Unified ICM and Unified CCE with the following
exception: the field is not incremented if an agent on a standard ACD
answers the call, unless the call was translation routed.
Note: "Calls" may include voice calls and nonvoice tasks from
third-party multichannel applications that use the Task Routing APIs.
121
All Tables

Option
CallsRequeried During the reporting interval, the number of router requery events DBINT YES
for this call type associated with this skill group. A call may be
requeried several times and counted as such. For example, if there
are 10 calls offered and each is requeried twice, CallsRequeried is
20.
CallsRoutedNonAgent Number of Calls associated with this skill group that was routed in DBINT YES
the reporting interval without translation route in TDM environment.
The TCD that the peripheral creates does not have any call type
associated to it.
CallsHandledNotRouted Calls associated with this skill group that were handled but is not DBINT YES
the skill group that was originally routed. Note: The field
CallsReportAgainstOther is incremented in the skill group that the
call was routed.
CallsOfferedRouted The number of calls associated with this skill group that the Central DBINT YES
Controller routed. This field is incremented for calls sent to skill
group or service and it is incremented in the following ways:
Skill Group: The Router increments this field when the call is routed
or queued to a skill group.
Service: The Router increments this field using the agent real time
data when the call is answered, or using TCD when the agent
abandons the call.
CallsOfferedNotRouted Calls offered to a skill group that the Router did not route. It happens DBINT YES
in TDM and PG Gateway deployments where the ACD routes the
call to a Skill Group different from the original routed Skill Group.
CallsOnHold The number of calls placed on hold at least once for the call type DBINT YES
associated with the skill group during the reporting interval.
DateTime The Central Controller date and time at the start of the interval when DBSMALLDATE PK1, NOT
the row was generated. NULL
DbDateTime The current date and time stamp when the records are written to the DBDATETIME IE1, YES
HDS database. The logger database has NULL for this column.
DelayAgentAbandTime For the reporting interval, the total time spent by all calls for this DBINT YES
call type associated with this skill group that abandoned at the agent's
desktop before being answered. This time is not reset if the CallType
changes. Does not include short calls.
DelayQAbandTime The total time spend by all calls associated with this skill group for DBINT YES
this call type that abandoned while in the queue, for this reporting
interval.
122
All Tables

Option
ErrorCount During the reporting interval, the number of calls associated with DBINT YES
this skill group that resulted in an error condition.
Examples: When a routing script fails to find a target and there is
no default route defined Refer to the Route_Call_Detail table,
RouterErrorCode field. Translation-routed calls are abandoned while
en route to destination target. Calls with mis-configured labels do
not use default routing; for example, when a route has not been
defined.
HandleTime The total handle time in seconds for handled calls of this call type DBINT YES
associated with this skill group ending during the reporting interval.
HandleTime is the sum of the fields TalkTime, HoldTime, and
WorkTime from the Termination_Call_Detail record. This field is
applicable to both Unified ICM and Unified CCE with the following
exception: it does not include the delay time for a call that was
abandoned after it was routed to a standard ACD, unless the call was
translation routed.
HoldTime The total hold time in seconds for calls of this call type associated DBINT YES
with this skill group ending during the reporting interval. This field
is applicable to both Unified ICM and Unified CCE with the
following exception: it does not include the delay time for a call that
was abandoned after it was routed to a standard ACD, unless the
call was translation routed.
123
All Tables

Option
IncompleteCalls During the reporting interval, the number of IncompleteCalls; which DBINT YES
are calls associated with this skill group that were routed to an agent
but failed to arrive. An IncompleteCall can also be identified in the
Termination_Call_Detail record, as can any call with a
CallDispositionFlag of 7 in TCD. Network issues (congestion,
glitches, and so on).
This can occur under several conditions:
1. Just as the CallRouter is about to send the agent a call, the agent,
while in the AVAILABLE state, pushes the head set button to
enable it.
2. Just as the CallRouter is about to send the agent a call, the agent
otherwise attempts to make a call from the desk phone.
3. Just as the CallRouter is about to send the agent a call, the agent,
while in the AVAILABLE state, is direct dialed.
4. A caller disconnects in route to the agent.
Note As IP transfers are so quick, this is an unlikely
condition.
the following exception: it does not include the delay time for a call
that was abandoned after it was routed to a standard ACD, unless
the call was translation routed.
MaxHoldTime The max hold time in seconds for calls of the call type associated DBINT YES
with the skill group during the reporting interval
MaxCallsQueued The maximum number of calls in queue for this call type during this DBINT NULL
interval.
MaxCallWaitTime The longest time a call has to wait before it is dispositioned DBINT NULL
(abandoned, answered, and so on) in this interval.
OverflowOut The number of calls overflowed to another call type during the DBINT YES
reporting interval. This field increments when a requalify or call
type node is executed in the script.
PrecisionQueueID With CallTypeID, it identifies call type association with Precision DBINT PK4, NULL
Queue. For Skill Group only call types, the value is NULL.
RecoveryKey Unique ID assigned to each record and used internally by the Unified DBFLT8 AK1, NOT
ICM/Unified CCE software to track the record. NULL
124
All Tables

Option
ReportingHalfHour The value indicates Half Hour boundary interval (0 to 47). Two 15 DBINT IE2, NULL
minute interval records have a unique half hour boundary value.
Note This field uses the CentralController UTC time and not
the local time to calculate the Half Hour index. Therefore,
based on the time zone, the Half Hour boundary interval
(0 to 47) may vary.
ReportingInterval This value indicates the period, in minutes, over which the router DBINT IE3, NULL
calculates the Call Type and Call Type Skill Group data. The valid
values are 30 (default) or 15.
ReservationCalls The number of times the Dialer reserved an agent for an agent DBINT NULL
campaign during this interval. This is a part of the equation for calls
completed to balance with CallsOffered.
RouterCallsAbandQ The number of calls to the call type associated with this skill group DBINT YES
that abandoned in the Router queue during the reporting interval.
Does not include short calls.
Note RouterCallsAbandQ does not include calls that were
abandoned in the VRU. This value can be derived from
TotalCallsAband - RouterCallsAbandQ -
RouterCallsAbandToAgent.
RouterCallsAbandToAgent The number of calls associated with this skill group that abandoned DBINT YES
at the agent desktop before being answered in the reporting interval.
Does not include short calls. Termination_Call_Detail records
generated by agent PG with a CallDispositionFlag of 2 are counted
as RouterCallsAbandToAgent.
RouterQueueWaitTime Number of seconds calls of this calltype associated with this skill DBINT YES
group spent in the Call Router queue during the reporting interval.
This count includes only calls that exited the queue during the
interval. Calls still in the queue at the end of the interval are not
counted.
RouterQueueCalls The number of tasks of the call type associated with this skill group DBINT YES
assigned from the queue to be routed in the reporting interval.
RouterCallsDequeued It is incremented when the call is removed from the queue. DBINT YES
125
All Tables

Option
RouterCallsAbandDequeued The number of calls associated with the skill group that were DBINT YES
abandoned and de-queued from this skill group. When a call is
queued to multiple skill groups and abandoned, the
RouterCallsAbandQ field is incremented for one skill group and
RouterCallsAbandDequeued is incremented for all the other skill
groups. The group that is charged with the abandon is the group to
which the call had been continuously queued to the longest at the
time of the abandon. Normally, this would be the first group the
script queued the call to, unless a more complicated dequeue, queue,
or requeue scenario changes the order.
The term "continuously queued" means that if a call is queued to a
group, later dequeued, and still later requeued, the earlier time in
queue is not used in determining which group the abandon is charged
against.
This field is applicable to Unified CCE environments and to Unified
ICM environments where calls are translation-routed to Skill Groups.
SkillGroupSkillTargetID Together with CallTypeID identifies call type association with skill DBINT PK3, NOT
group in this table. NULL
ShortCalls The total number of calls associated with this skill group to the route DBINT YES
that were too short to be considered abandoned during the reporting
interval. A call is determined to be a short call if it is abandoned
before the Abandoned Call Wait Time expired. Short calls are not
considered abandoned, nor are they accounted for in any of the
Unified ICM abandoned calls calculations. This field is applicable
to Unified ICM, Unified CCE, and Outbound Option.
ServiceLevelAband The total number of calls of this call type associated with this skill DBINT YES
group abandoned within the service level threshold during the
reporting interval. Valid for both Unified CCE and standard
ACDtargets that use translation routes.
For Call Type SG Interval, ServiceLevelAband is calculated from
when the call type changes to when the call is abandoned.
ServiceLevelCalls The total number of calls of this call type associated with this skill DBINT YES
group answered within the service level threshold during the
reporting interval. This field is incremented when the PG sends the
answered event to the router within the service level threshold. Valid
for both Unified CCE and standard ACDtargets that use translation
routes.
For Call Type SG Interval, ServiceLevelCalls is calculated from
when the call type changes to when the call is answered.
126
All Tables

Option
ServiceLevelCallsOffered The number of calls of this call type associated with this skill group DBINT YES
that had service level events during the reporting interval. Calls are
counted for service level purposes when it is determined how the
call contributes to the service level calculation. This determination
is made when either the service level timer passes, the call is
answered, or the caller abandons - whichever occurs first. Valid for
both Unified CCE and standard ACD targets that use translation
routes.
A service level event occurs when one of the following happens to
the call:
1. An agent answers the call before the service level threshold
expires. In this case, the ServiceLevelCalls and
ServiceLevelsCallsOffered database fields are incremented.
2. The call abandons before the service level threshold expires. In
this case, the ServiceLevelAband and ServiceLevelCallsOffered
database fields are incremented.
3. The call is Redirected on No Answer (RONAs) before the service
level threshold expires. In this case, ServiceLevelRONA and
ServiceLevelCallsOffered database fields are incremented.
4. The call reaches the service level threshold without being
answered by an agent or being abandoned. In this case, the
ServiceLevelCallsOffered database field is incremented. Tasks
that abandon before the short calls timer (as defined in the
Unified ICM configuration) do not count toward the
ServiceLevelCallsOffered or ServiceLevelAband call counters.
Note In the ServicelevelCallsOffered field, calls that
encountered an error are counted, irrespective of how
the calls ended (within or beyond the threshold). You
can use the ErrorCount+AgentErrorCount field to
exclude all the erroneous calls and use
ServiceLevelError field to exclude erroneous calls
before threshold.
127
All Tables

Option
ServiceLevel The service level for the call type associated with this skill group DBFLT4 YES
during the reporting interval. Service Level Type is configured in
the Unified ICM Configuration Manager using the Skill Group
explorer and PG explorer.
The router uses the Call Type ServiceLevel and ServiceLevelType
to calculate the Service level of the reporting interval.
ServiceLevel is calculated as follows depending on the service level
type:
1. IgnoreAbandCall: ServiceLevelCalls/(ServiceLevelCallsOffered-
RouterCallsDequeued - RouterCallsAbandDequeued
-ServiceLevelAband).
2. Abandoned Calls has Negative Impact:
ServiceLevelCalls/(ServiceLevelCallsOffered-
RouterCallsDequeued - RouterCallsAbandDequeued).
3. Abandoned Calls have Positive Impact: ServiceLevelCalls +
ServiceLevelAband/(ServiceLevelCallsOffered-
RouterCallsDequeued - RouterCallsAbandDequeued).
routed.
ServiceLevelError Calls associated with this skill group that ended in Error state within DBINT YES
SL threshold within the reporting interval.
ServiceLevelRONA Calls associated with this skill group that redirected on no answer DBINT YES
within SL threshold within the reporting interval.
Note: "Calls" may include voice calls and nonvoice tasks from
third-party multichannel applications that use the Task Routing APIs.
ServiceLevelType The router uses the Call Type ServiceLevel and ServiceLevelType DBINT YES
to calculate the Service level of the reporting interval.
ServiceLevelCallsDequeue The number of queued calls associated with this skill group that was DBINT YES
de-queued within the skill Service Level threshold in the reporting
interval. Calls may be de-queued by Cancel Queue node or de-queued
from this Skill Group to be routed to a different Skill Group.
Note This field is relevant to the Unified CCE environment
only. Note: With the existence of a network VRU, this
value includes time in the network queue.
TimeZone The Central Controller’s time zone for the date and time. The value DBINT PK4, NOT
is the offset in minutes from UTC(formerly GMT).The value is NULL
negative for time zones to the east of UTC and positive for time
zones to the west of UTC.
128
All Tables
Call_Type_Real_Time

Option
TalkTime The total talk time in seconds for calls of this call type associated DBINT YES
with this skill group that were handled during the reporting interval.
routed.
Call_Type_Real_Time
page 636.
Note • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which calls are
translation-routed, the measurement of Service Level begins when the call arrives at the routing script,
or when its call type is changed. This means that if self-service is performed on a call before the call is
queued to an agent, the routing script must be set up to change the call type of the call when self-service
is completed. Otherwise, the time spent in self-service will negatively impact the Service Level.
• In a Cisco Contact Center Gateway deployment, when the Unified ICM (parent) is connected with a
Unified CCE, or a Unified CCE System PG (child), or a Cisco Unified Contact Center Express (child)
through the Unified CCE Gateway PG, the network queuing data is not available in the child or in the
child agent/supervisor desktop. The time spent in the network queue is not included in the reporting
metrics in the child. A call center manager would need to look at the parent Unified ICM reports for
network queuing data.
Provides real-time statistics for each call type defined in the software. The software generates a
Call_Type_Real_Time record for each call type.
Related Tables
Script, on page 411 (via ScriptID)
Table 79: Indexes for Call_Type_Real_Time Table
XPKCall_Type_Real_Time clustered, unique, primary key located CallTypeID

on PRIMARY
129
All Tables
Call_Type_Real_Time
Table 80: Fields in Call_Type_Real_Time Table

NULL
Option
AgentErrorCountHalf Within the current half-hour interval, the number of DBINT NULL
calls that encountered an error when the call is at
the agent desktop.
AgentErrorCountToday The number of calls that encounter an error when DBINT NULL
the call is at the agent desktop since midnight.
AnswerWaitTimeHalf The sum of answer wait time in seconds for all calls DBINT NULL
of this call type that were answered during the
current half-hour interval.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.
AnswerWaitTimeTo5 The sum of answer wait time in seconds for all calls DBINT NULL
answered for this call type during the rolling
five-minute interval.
AnswerWaitTimeToday The sum of answer wait time in seconds for all calls DBINT NULL
of this call type answered since midnight.
AvgRouterDelayQHalf Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that have been removed
from the queue so far during the current half-hour
interval.
AvgRouterDelayQNow Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that are currently in
queue.
AvgRouterDelayQTo5 Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that were removed from
the queue during the rolling five- minute interval.
AvgRouterDelayQToday Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that were removed from
the queue since midnight.
130
All Tables
Call_Type_Real_Time

NULL
Option
CallDelayAbandTimeHalf The time spent by all calls for this call type that DBINT NULL
abandoned before being answered during the current
half-hour interval.
To determine the time that abandoned calls spend
in the script before abandoning, subtract
DelayQAbandTimeHalf and
DelayAgentAbandTimeHalf from
CallDelayAbandTimeHalf.
CallDelayAbandTimeTo5 The time spent by all calls for this call type that DBINT NULL
abandoned before being answered within the rolling
5 minutes
DelayQAbandTimeTo5 and
DelayAgentAbandTimeTo5 from
CallDelayAbandTimeTo5.
CallDelayAbandTimeToday The time spent by all calls for this call type that DBINT NULL
abandoned before being answered since midnight.
DelayQAbandTimeToday and
DelayAgentAbandTimeToday from
CallDelayAbandTimeToday.
CallsAnsweredHalf The number of calls answered by an agent in the DBINT NULL

routed.
CallsAnsweredTo5 The number of calls answered by an agent during DBINT NULL

the rolling five-minute interval.
CallsAnsweredToday The number of calls answered by an agent since DBINT NULL

midnight.
CallsAtAgentNow The number calls that Unified CCE agents are DBINT NULL
currently working on.
An agent is considered to be working on a call/task
until the agent finishes the wrap-up work associated
with the call/task, if any.
Note This field is not applicable to ICM.
131
All Tables
Call_Type_Real_Time

NULL
Option
CallsAtVRUNow The number calls that are currently at the VRU. This DBINT NULL
includes calls that are in prompting at the VRU
(non-queued calls) and those in the queue.
Note In a NAM/CICM deployment (VRU at
NAM), this value is updated for calls that
the CICM sends to the VRU. Calls that
the NAM itself sends to the VRU update
the call type metrics in the NAM.
Note In a NAM/CICM deployment (VRU1 at
NAM and VRU2 at CICM), this value is
updated for calls that the CICM sends to
VRU1. Calls that the NAM Router itself
metrics in the NAM. Service data for
VRU2 is stored in the CICM data base.
CallsHandledHalf The total number of calls of this call type handled DBINT NULL
in the current half-hour interval.
Termination_Call_Detail records generated by agent
PG with a CallDispositionFlag of 1 are counted as
CallHandled.
A handled call is:
on then completed.
A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.
routed.
CallsHandledTo5 The total number of calls of this call type handled DBINT NULL
during the rolling five-minute interval.
CallsHandledToday The total number of calls of this call type handled DBINT NULL
since midnight.
CallsLeftQTo5 The total number of calls of this call type that left DBINT NULL
the CallRouter queue during the rolling five-minute
interval.
132
All Tables
Call_Type_Real_Time

NULL
Option
CallsOfferedHalf The total number of calls of this call type offered DBINT NULL
during the current half-hour interval.
CallsOfferedTo5 The number of calls of this call type offered during DBINT NULL
CallsOfferedToday The total number of calls of this call type offered to DBINT NULL
this call type since midnight.
CallsRONAHalf The number of calls that have been Redirected On DBINT NULL
No Answer in the current half-hour interval. This
does not include calls rerouted using the router
requery feature.
routed.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.
CallsRONATo5 The number of calls that have been Redirected On DBINT NULL
No Answer in this in the rolling five-minute interval.
This does not include calls rerouted using the router
requery feature.
CallsRONAToday The number of calls that have been Redirected On DBINT NULL
No Answer since midnight. This does not include
calls rerouted using the router requery feature.
CallsRoutedNonAgentHalf For Cisco Unified Contact Center Express , the DBINT NULL
number of calls that executed a Label node or a
Divert Label node in their routing script in the
For Unified ICM, the number of calls that executed
a Label node or a Divert Label node in their routing
script; or were routed to a standard ACD without
using a translation route in the half-hour interval.
133
All Tables
Call_Type_Real_Time

NULL
Option
CallsRoutedNonAgentTo5 For Cisco Unified Contact Center Express , the DBINT NULL
Divert Label node in their routing script in the rolling
using a translation route in this five-minute interval.
CallsRoutedNonAgentToday For Cisco Unified Contact Center Express , the DBINT NULL
Divert Label node in their routing script since
midnight.
using a translation route since midnight.
CallsRoutedToday Number of calls of this type that have been routed DBINT NULL
since midnight.
CallsRoutedToHalf Number of calls of this type that have been routed DBINT NULL
CallTypeID Identifies the call type. DBINT PK, FK

NOT
NULL
CTDelayAbandTimeHalf The total time spent by calls of this call type that DBINT NULL
abandoned calls within the current half-hour interval.
This time begins when the call reaches the Router
or when the call changes CallTypes and ends when
the call disconnects.
This time is reset if the CallType changes.
CTDelayAbandTimeTo5 The total time spent by calls of this call type that DBINT NULL
abandoned calls within the rolling five-minute
interval.
134
All Tables
Call_Type_Real_Time

NULL
Option
CTDelayAbandTimeToday The total time spent by calls of this call type that DBINT NULL
abandoned calls since midnight.
the interval when the row was generated. NULL
DelayAgentAbandTimeHalf For the current half-hour interval, the total time spent DBINT NULL
by all calls for this call type that abandoned at the
agent's desktop before being answered.
This time is not reset if the CallType changes.
DelayAgentAbandTimeTo5 For the rolling five-minute interval, the total time DBINT NULL
spent by all calls for this call type that abandoned at
the agent's desktop before being answered.
DelayAgentAbandTimeToday For the half-hour interval, the total time spent by all DBINT NULL
calls for this call type that abandoned at the agent's
desktop before being answered.
DelayQAbandTimeHalf The total time spend by all calls for this call type DBINT NULL
that abandoned while in the queue, during the current
half-hour interval.
DelayQAbandTimeTo5 The total time spend by all calls for this call type DBINT NULL
that abandoned while in the queue, for this rolling
DelayQAbandTimeToday The total time spend by all calls for this call type DBINT NULL
that abandoned while in the queue, since midnight.
135
All Tables
Call_Type_Real_Time

NULL
Option
ErrorCountToday Number of calls since midnight that resulted an error DBINT NULL
condition , such as when a routing scriptfailed to
find a target and there are no default routes defined.
This field increments when:
• Translation-routed calls are abandoned while
on route to destination target.
• Calls with misconfigured labels use default
routing. (In this case, the
ICRDefaultRoutedToHalf field also
increments.)
• Calls with misconfigured labels do not use
default routing (for instance, when a default
route has not been defined).
ErrorCountToHalf In the current half-hour interval, the number of calls DBINT NULL
that resulted in an error condition, such as when a
routing script fails to find a target and there is no
default route defined. This field increments when:
• Translation-routed calls are abandoned while
on route to destination target.
• Calls with misconfigured labels use default
routing. (In this case, the
ICRDefaultRoutedToHalf field also
increments.)
• Calls with misconfigured labels do not use
default routing (for instance, when a default
route has not been defined).
HandleTimeHalf The total handle time in seconds for all calls of this DBINT NULL
call type ending during the current half-hour interval.
routed.
HandleTimeTo5 The total handle time in seconds for all calls of this DBINT NULL
call type ending during the rolling five-minute
interval.
HandleTimeToday The total handle time in seconds for all calls of this DBINT NULL
call type ending since midnight.
136
All Tables
Call_Type_Real_Time

NULL
Option
HoldTimeHalf The total hold time in seconds for calls of this call DBINT NULL
type ending during the current half-hour interval.
This field is applicable to bothUnified ICM and
routed.
HoldTimeTo5 The total hold time in seconds for calls of this call DBINT NULL
type ending during the rolling five-minute interval.
HoldTimeToday The total hold time in seconds for calls of this call DBINT NULL
type ending since midnight.
ICRDefaultRoutedToday Number of calls that were routed to the default label DBINT NULL
since midnight.
ICRDefaultRoutedToHalf Number of calls that were routed to the default label DBINT NULL
MasterScriptID The master script currently scheduled for the call DBINT NULL
type.
NetworkAnnouncementToday The number of calls routed with an announcement DBINT NULL

node since midnight. This node returns a label to the
network that specifies the announcement to be
played.
NetworkAnnouncementToHalf The number of calls routed with an announcement DBINT NULL

node during the current half-hour period. This node
returns a label to the network that specifies the
announcement to be played.
NetworkDefaultRoutedToday Number of calls that were routed to a Termination DBINT NULL

node that specifies "Use network default" since
midnight. This node returns a label to the network
telling it to apply its default treatment to the call.
NetworkDefaultRoutedToHalf Number of calls of this type for which the IXC used DBINT NULL
default routing during the current half-hour interval.
OverflowOutHalf The number of calls that overflowed to another call DBINT NULL
type during the current half-hour interval. This field
increments when a requalify or call type node is
executed in the script.
137
All Tables
Call_Type_Real_Time

NULL
Option
OverflowOutTo5 The number of calls that overflowed to another call DBINT NULL
type during the rolling five-minute interval. This
field increments when a requalify or call type node
is executed in the script.
OverflowOutToday The number of calls that overflowed to another call DBINT NULL
type since midnight.This field increments when a
requalify or call type node is executed in the script.
ReturnBusyToday Number of calls of this type that were routed to the DBINT NULL
Busy target since midnight.
ReturnBusyToHalf Number of calls of this type that were routed to the DBINT NULL
Busy target during the current half-hour interval.
ReturnReleaseHalf Count of calls that executed a Release node in their DBINT NULL
routing script in the current half-hour interval.
ReturnReleaseToday Count of calls that executed a Release node in their DBINT NULL
routing script since midnight.
ReturnRingToday Number of calls of this type that were routed to the DBINT NULL
Ring target since midnight.
ReturnRingToHalf Number of calls of this type that the software routed DBINT NULL
to the Ring target during the current half-hour
interval.
RouterCallsAbandQHalf Number of calls of this type abandoned in the Router DBINT NULL
queue during the current half-hour interval.
Unified CCEwith the following exception: the field
routed.
RouterCallsAbandQTo5 Number of calls of this type abandoned in the Router DBINT NULL
queue during the rolling five-minute interval.
RouterCallsAbandQToday Number of calls of this type abandoned in the Router DBINT NULL
queue since midnight.
RouterCallsAbandToAgentHalf The number of calls that abandoned at the agent DBINT NULL
desktop before being answered in the current
half-hour interval.
RouterCallsAbandToAgentTo5 The number of calls that abandoned at the agent DBINT NULL
desktop before being answered within the rolling
138
All Tables
Call_Type_Real_Time

NULL
Option
RouterCallsAbandToAgentToday The number of calls that abandoned at the agent DBINT NULL
desktop before being answered since midnight.
RouterCallsQNow Number of calls of this type currently in the DBINT NULL

CallRouter queue. This metric does not show calls
in queue at the local ACD.
RouterCallsQNowTime Total number of seconds spent in queue for all calls DBINT NULL
of this type currently in the CallRouter queue. This
metric does not show calls in queue at the local
ACD.
RouterLongestCallQ The time that the longest currently queued call for DBDATETIME NULL
this call type entered the CallRouter queue.
routed.
RouterQueueCallsHalf Number of calls of this type that left the CallRouter DBINT NULL
queue to be routed during the current half- hour
interval.
RouterQueueCallsTo5 Number of calls of this type that left the CallRouter DBINT NULL
queue to be routed during the rolling five-minute
interval.
RouterQueueCallsToday Number of calls of this type that left the CallRouter DBINT NULL
queue to be routed since midnight.
RouterQueueWaitTimeHalf Number of seconds calls of this type spent in the DBINT NULL
CallRouter queue during the current half-hour
interval.
Note This count includes only calls that exited
the queue during the interval. Calls still
in the queue at the end of the interval are
not counted.
RouterQueueWaitTimeTo5 Number of seconds calls of this type spent in the DBINT NULL
CallRouter queue during the rolling five-minute
interval.
not counted.
139
All Tables
Call_Type_Real_Time

NULL
Option
RouterQueueWaitTimeToday Number of seconds calls of this type spent in the DBINT NULL
CallRouter queue since midnight.
not counted.
ScriptID The script currently scheduled for the call type. DBINT NULL
ShortCallsToHalf The total number of calls to the route that were DBINT NULL
tooshort to be considered abandoned during the
ShortCallsHalfhalf-hour interval. A call is
determined to be a shortcall if it is abandoned before
the Abandoned CallWait Time expired. Short calls
are not consideredabandoned, nor are they accounted
for in any ofthe Unified ICM abandoned calls
calculations.
This field is applicable to Unified ICM, UnifiedCCE,
and Outbound Option.
ShortCallsToday The total number of calls to the route that were too DBINT NULL
short to be considered abandoned after mid-night.
A call is determined to be a shortcall if it is
abandoned before the Abandoned CallWait Time
expired. Short calls are not considered abandoned,
nor are they accounted for in any of the Unified ICM
abandoned calls calculations.
This field is applicable to Unified ICM, UnifiedCCE,
and Outbound Option.
ServiceLevelAbandHalf The total number of calls of this call type abandoned DBINT NULL
within the service level threshold during the current
half-hour interval.
routed.
ServiceLevelAbandTo5 The number of calls of this call type abandoned DBINT NULL
within the service level during the rolling
ServiceLevelAbandToday The number of calls of this call type abandoned DBINT NULL
within the service level since midnight.
140
All Tables
Call_Type_Real_Time

NULL
Option
ServiceLevelCallsHalf The total number of calls of this call type answered DBINT NULL
within the service level threshold during the
half-hour interval.
This field is incremented when the PG sends the
answered event to the router within the service level
threshold.
routed.
ServiceLevelCallsOfferedHalf The number of calls of this call type that had a DBINT NULL
service level event during the current half-hour
interval.
Calls are counted for service level purposes as soon
as it is determined how the call contributes to the
service level calculation. This determination is made
when either the service level timer passes, the call
is answered, or the caller abandons - whichever
occurs first.
routed.
ServiceLevelCallsOfferedTo5 The number of calls of this call type that had service DBINT NULL
level events during the rolling five-minute interval.
occurs first.
ServiceLevelCallsOfferedToday The number of calls of this call type that had service DBINT NULL
level events since midnight.
occurs first.
141
All Tables
Call_Type_Real_Time

NULL
Option
ServiceLevelCallsQHeld The number of calls of this call type that had been DBINT NULL
in queue longer than the service level threshold since
midnight.
ServiceLevelCallsTo5 The total number of calls of the call type handled DBINT NULL
within the service level during the rolling
ServiceLevelCallsToday The total number of calls of the call type handled DBINT NULL
ServiceLevelErrorHalf Calls that ended in Error state within SL threshold DBINT NULL
within the current half-hour interval.
ServiceLevelErrorToday Calls that ended in Error state within SL threshold DBINT NULL
since midnight.
ServiceLevelHalf The service level for this call type during the current DBFLT4 NULL
half-hour interval.
routed.
ServiceLevelTo5 The service level for this call type during the rolling DBFLT4 NULL
five-minute interval. This is derived from
ServiceLevelCallsTo5 and
ServiceLevelCallsOfferedTo5.
ServiceLevelToday The service level for this call type since midnight. DBFLT4 NULL
This is derived from ServiceLevelCallsToday and
ServiceLevelCallsOfferedToday.
ServiceLevelRONAHalf Calls that redirected on no answer within SL DBINT NULL

threshold within the current half-hour interval.
ServiceLevelRONATo5 Calls that redirected on no answer within SL DBINT NULL

threshold within the rolling five-minute interval.
142
All Tables
Campaign

NULL
Option
ServiceLevelRONAToday Calls that redirected on no answer within SL DBINT NULL
threshold sicne midnight.
TalkTimeHalf The total talk time in seconds for calls of this call DBINT NULL
type ending during the current half-hour interval.
routed.
TalkTimeTo5 The total talk time in seconds for calls of this call DBINT NULL
type ending during the rolling five-minute interval.
TalkTimeToday A total of talk time in seconds for calls of this call DBINT NULL
type ending since midnight.
TotalCallsAbandHalf The total number of queued calls, non-queued calls, DBINT NULL
and calls that abandoned at the agent desktop in the
TotalCallsAbandTo5 The total number of queued calls, non-queued calls, DBINT NULL
and calls that abandoned at the agent desktop in the
rolling five-minute interval.
TotalCallsAbandToday The total number of queued calls, non-queued calls, DBINT NULL
and calls that abandoned at the agent desktop since
midnight.
Campaign
It contains a description of all the configured campaigns that a Outbound Option implementation may use.
There is a single row for every configured Outbound campaign.
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify
Campaign table records.
143
All Tables
Campaign
Related Tables
Campaign_Skill_Group, on page 171 (via CampaignID)
Campaign_Target_Sequence, on page 173 (via CampaignID)
Campaign_Query_Rule, on page 153 (via CampaignID)
Campaign_Half_Hour, on page 152 (via CampaignID)
Campaign_Query_Rule_Half_Hour, on page 156
Campaign_Query_Rule_Real_Time, on page 162 (via CampaignID)
Dialer_Detail, on page 210 (via CampaignID)
Dialer_Port_Real_Time, on page 223 (via CampaignID)
Dialer_Skill_Group_Real_Time, on page 232 (via CampaignID)
Table 81: Indexes for Campaign Table
XAK1Campaign nonclustered, unique, unique key CampaignName

located on PRIMARY
XPKCampaign clustered, unique primary key located CampaignID

on PRIMARY
Table 82: Fields in Campaign Table

NULL
Option
AMDTreatmentMode When AMD is enabled for "agent" campaigns: DBINT NOT
NULL
1. Abandon Call
2. Transfer to Agent
3. Transfer to IVR Route Point
APIGenerated Identifies whether this campaign was created using DBCHAR NOT
the Outbound API: NULL
• Y = campaign created using the API
• N = campaign created using the Outbound
Option Campaign tool in the ICM
Configuration Manager
AbandonCustomerCallback The number of minutes to wait before calling back DBINT NULL
a customer who abandoned the call.
144
All Tables
Campaign

NULL
Option
AbandonEnabled Indicates whether the predictive algorithm should DBCHAR NOT
use AbandonPercent: NULL
• Y = Use abandon percent algorithm.
• N = Do not take abandoned calls into
consideration while calculating the predictive
algorithm.
AbandonPercent Used in the predictive algorithm to identify the upper DBFLT8 NOT
limit of abandon percentage allowed. NULL
AbandonedDialerCallback The number of minutes to wait before calling back DBINT NULL
a customer who was abandoned by the dialer.
AnswerDetectEnabled Valid options are: DBCHAR NOT

NULL
• Y = Answering machine detection is enabled.
• N = Answering machine detection is disabled
AnsweringMachineCallback The number of minutes to wait before calling back DBINT NULL
a previously dialed number that was answered by
an answering machine.
BusyCallback The number of minutes to wait before attempting a DBINT NOT

callback to a number that was busy. NULL
BusyRetryEnabled Valid options are: DBCHAR NOT

NULL
• Y = A busy number should be retried.
• N = The next number in the list should be tried.
CPAAnalysisPeriod Number of milliseconds dialer will spend analyzing. DBINT NULL

CPAMaxTermToneAnalysis (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

CPAMaxTimeAnalysis Max time allowed for analysis in milliseconds before DBINT NOT
identifying a problem analysis as dead air/ low NULL
volume. Default: 3000 .
CPAMinSilencePeriod Minimum silence period required to classify a call DBINT NOT

as voice detected. Default: 375. NULL
145
All Tables
Campaign

NULL
Option
CPAMinimumValidSpeech Minimum number of milliseconds of voice required DBINT NOT
to qualify a call as voice detected. Default: 112. NULL
CallbackTimeLimit Maximum amount of time, in minutes, after a DBSMALLINT NOT

scheduled callback before giving up the callback NULL
attempt.
CampaignID A unique identifier for this campaign. This is the DBINT PK NOT
primary key for this table. NULL
This field is applicable to Outbound Option only.
CampaignName A customer-entered name for this campaign. VNAME32 AK-1 NOT

NULL
CampaignPurposeType Can be set to Agent Campaign or Xfer to IVR DBINT NOT
Campaign. NULL
CancelRinging (THIS FIELD IS NOT CURRENTLY BEING DBINT NOT

Identifies behavior dialer takes for cancelling ringing
calls. Default is 0, which means do not cancel
ringing calls.
CancelledCallRetryTime (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of minutes to wait to retry a cancelled call.

CloseAbandonedToIVR (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

Indicates whether abandoned calls sent to IVR
should be considered closed or not.
ConfigParam Additional configuration parameters. varchar(255) NULL
CustomerNotHomeCallback The number of minutes to wait before calling a DBINT NULL

customer back when the call was answered by the
wrong person.
DSTLocation Starting daily saving time. Default:1 DBINT NULL
DSTLocationName Name of the location of the starting daily saving VARCHAR(32) NOT
time. NULL
updated.
146
All Tables
Campaign

NULL
Option
Deleted Valid options are: DBCHAR NOT
NULL
• Y = Yes
• N = No
DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.
Description A description of the campaign. DESCRIPTION NULL
DisableCPA Y = Disable IP Call Progress Analysis. (as in Release DBCHAR NOT

5.0). NULL
N = IP Call Progress Analysis enabled.
Default = N
Display Name VARCHAR NULL
EdgeDetectEnabled Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y= Voice detection should be done at the
beginning of the initial greeting sound.
• N= Enables a faster but less accurate
voice/answering machine detection.
EnableMediaTermination Indicates the dialer will terminate media streams for DBCHAR NOT
connected outbound calls in this campaign. Default NULL
is 'N' (disabled).
EnableRecordWaveFile Indicates whether the debug setting for Recording DBCHAR NOT
wave files should be enabled for connected outbound NULL
calls in this campaign. (Default 'N'). Will get
information from BA Options Table if not
configured here. Default is 'N' (disabled).
Enabled Indicates whether a campaign is currently active (Y) DBCHAR NOT

or not (N). NULL
EndDate Scheduled end of the campaign. Date to stop DBDATETIME NULL

campaign based on date.
ExhaustedCallsEnabled Valid options are: DBCHAR NOT

NULL
• Y = Allow resetting the records that have
reached the maximum number of attemp
• N = Do not allow the resetting of these records.
FutureUseFloat1 Reserved for future use DBFLT8 NULL
147
All Tables
Campaign

NULL
Option
HomeEnabled Valid options are: DBCHAR NOT

NULL
• Y= Allow dialing to home numbers.
• N = Do not allow dialing to home numbers.
HomeEndHours Home telephone numbers will not be dialed later DBINT NOT
than HomeEndHours:HomeEndMinutes. Hours are NULL
in 24-hour format.
HomeEndMinutes Home telephone numbers will not be dialed later DBINT NOT
than HomeEndHours:HomeEndMinutes. NULL
HomeStartHours Home telephone numbers will be dialed no earlier DBINT NOT

than HomeStartHours:HomeStartMinutes. Hours NULL
are in 24-hour format.
HomeStartMinutes Home telephone numbers will be dialed no earlier DBINT NOT

than HomeStartHours:HomeStartMinutes. NULL
IPAMDEnabled Boolean to indicate that AMD is enabled on IP DBCHAR NOT

Dialers. A Y indicates enabled, an N is disabled. NULL
IPTerminatingBeepDetect Boolean to indicate that Terminating Tone Detection DBCHAR NOT

is enabled on IP Dialers. Can be used for Transfer NULL
to IVR campaigns as well as Agent campaigns.
A Y indicates enabled, an N indicates disabled. The
default value is N.
148
All Tables
Campaign

NULL
Option
LeaveMessageEnabled Indicates whether the Unified ICM should leave DBCHAR NOT
automated messages on answering machines: NULL
• Y = Yes, leave automated messages on
answering machines.
• N = No, do not leave automated messages on
answering machines.
LinesPerAgent The fixed number of lines to use per agent. Note that DBFLT8 NOT
this number need not be an integer. NULL
MaxAttempts The maximum number of attempts permitted per DBINT NOT

contact within the current campaign. NULL
MaxBusyAttempts The maximum number of times to retry a busy DBSMALLINT NOT

number before trying the next number in the list. NULL
MaximumLineAgent The maximum number of lines dialed per agent. DBFLT8 NOT
Note that this number need not be an integer. NULL
MinimumCallDuration The number of seconds that a customer conversation DBSMALLINT NOT

must last before a call is considered complete. If the NULL
minimum call duration is not reached, the call will
be classified as busy and retried.
NoAnswerCallback The number of minutes to wait before attempting a DBINT NOT

callback to a number that was not answered. NULL
NoAnswerRingLimit The number of rings before considering a call as not DBINT NOT
answered. NULL
PersonalizedCallbackEnabled Valid options are: DBCHAR NOT

NULL
• Y = Personalized callback is enabled.
• N = Personalized callback is not enabled.
PredictiveCorrectionPace A correction is applied to the Lines per Agent when DBINT NULL
the attempted calls exceeds
"PredictiveConnectionPace" calls. If Null, the Dialer
value takes precedence. Otherwise, this value takes
precedence. The default is NULL.
PredictiveGain The PredictiveGain term controls the overall rate of DBFLT8 NULL
corrective adjustment for the Lines per Agent. This
is the multiplier for the Proportional corrective term
in the algorithm. If Null, the Dialer value takes
precedence. Otherwise, this value takes precedence.
The default is NULL.
149
All Tables
Campaign

NULL
Option
PredictiveHistoricGain (THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NULL
The Historic Gain term calculates an additional
correction based on the last 5 measurement sets. As
a default, it should be set to half the PredictiveGain.
It attempts to correct for systematic undershooting
or overshooting over several correction cycles. If
Null, the Dialer value takes precedence. Otherwise,
this value takes precedence. The default is NULL.
PredictiveLowAbandonGain (THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NULL

Multiplier for the Proportional term when the
measured Abandoned Call Rate is less than the target
rate. This compensates for the fact that the upside
difference between the target and measured
Abandoned Call Rate can be much larger than the
downside difference. If Null, the Dialer value takes
precedence. Otherwise, this value takes precedence.
The default is NULL.
PrefixDigits Digits that should be prefixed to each customer varchar(15) Null

number dialed from this campaign.
This feature is used to create a unique prefix that
can be used by Cisco Communication Manager's
Translation Pattern function to change the ANI that
customers see.
QuickDetectEnabled Valid options are: DBCHAR NOT

NULL
• Y = Voice/answering machine detection should
be done quickly rather than accurately.
• N = Voice/answering should be done
accurately, but not as quickly as with the quick
detect feature.
ReleaseCallbackEnabled Valid options are: DBCHAR NOT

NULL
• Y = A personalized callback should be sent to
another agent if the original agent is not
available.
• N = A personalized callbach should not be sent
to another agent.
150
All Tables
Campaign

NULL
Option
RescheduleCallbackMode Valid options include: DBSMALLINT NOT
NULL
• 1 = If a callback should be rescheduled for the
same time period the next day.
• 2 = If the callback will be rescheduled for tthe
next valid dialing period.
• 3 = If the callback will be abandoned (not
attempted again).
SPClosedRecordCount The number of customer close record requests to DBSMALLINT NOT

queue before calling a stored procedure for NULL
third-party processing.
SPClosedRecordEnabled Valid options are: DBCHAR NOT

NULL
• Y = Indicates that a stored procedure should be
called after a customer record has been closed.
This stored procedure resides in the Outbound
Option private database.
• N = This stored procedure should not be called.
StartDate Scheduled start of the campaign. Date to start DBDATETIME NULL

campaign based on date.
UseGMTFromRegionPrefix Boolean to indicate that customer GMT should be DBCHAR NOT

obtained from the Region Prefix table. Replaces the NULL
ImportAreaProcDisable registry setting. The default
is Y.
WaitForBusyRetry Y= When a busy number has been reached wait until DBCHAR NOT
the busy retry timeout and call the busy number NULL
again instead of calling the next phone number in
the customers list. Note: if the Busy retry interval is
greater than 5 minutes the system will not wait.
N = Do not wait to retry a busy number, try the next
number in the list.
Default = N
WorkEnabled Valid options are: DBCHAR NOT

NULL
• Y = Allow dialing to work numbers.
• N = Do not allow dialing to work numbers.
151
All Tables
Campaign_Half_Hour

NULL
Option
WorkEndHours Work telephone numbers will not be dialed later DBINT NOT
than WorkEndHours:WorkEndMinutes. Hours are NULL
in 24-hour format.
WorkEndMinutes Work telephone numbers will not be dialed later DBINT NOT
than WorkEndHours:WorkEndMinutes. NULL
WorkStartHours Work telephone numbers will be dialed no earlier DBINT NOT

than WorkStartHours:WorkStartMinutes. Hours are NULL
in 24-hour format.
WorkStartMinutes Work telephone numbers will be dialed no earlier DBINT NOT

than WorkStartHours:WorkStartMinutes. NULL
Campaign_Half_Hour
Note THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.
Provides historical reporting for campaign attributes.
Related Tables
Campaign, on page 143 (via CampaignID)
Table 83: Indexes for Campaign_Half_Hour Table
XAK1Campaign_Half_Hour nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XIE1Campaign_Half_Hour nonclustered located on PRIMARY DbDateTime
XPKCampaign_Half_Hour clustered, unique primary key located on CampaignID, DateTime, TimeZone

PRIMARY
152
All Tables
Campaign_Query_Rule
Table 84: Fields in Campaign_Half_Hour Table

NULL
Option
ActiveTimeToHalf Indicates how long in seconds the campaign has DBINT AK1 NULL
been configured to be active during the current half
hour.
CampaignID The unique identifier of the Campaign. DBINT PK, FK

NOT
NULL
DateTime The central controller date and time at the start of DBSMALLDATE PK NOT
the interval. NULL
DbDateTime The current date and time stamp when the records DBDATETIME IE1-Indexed
are written to the database. NULL
FutureUseInt1 Reserved for future use. DBINT NULL
RecoveryKey Unique record identifier. DBFLT8 NOT

NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
to the west of UTC.
Campaign_Query_Rule
It contains a set of associations between query rules and campaigns.
Campaign_Query_Rule records.
153
All Tables
Campaign_Query_Rule
Related Tables
Query_Rule, on page 339 (via QueryRuleID)
Table 85: Indexes for Campaign_Query_Rule Table
XPKCampaign_Query_Rule clustered, unique, primary key located CampaignID, QueryRuleID

on PRIMARY
Table 86: Fields in Campaign_Query_Rule Table

NULL
Option
CampaignID The campaign to which this query rule belongs. This DBINT PK, FK
field is a foreign key from the Campaign table. NOT
NULL
Duration The amount of time (in minutes) to use the current DBINT NOT
query rule before going on to the next. NULL
DurationEnabled Indicates whether or not to use duration rate to move DBCHAR NOT
between query rules within this campaign: NULL
• Y = Use duration (time spent within a query
rule)
• N = Do not use duration
EndHours The contact will not be dialed past the DBINT NOT
EndHours:EndMinutes. Hours are in 24-hour format NULL
and are based on the Unified ICM Central Controller
time.
EndMinutes The contact will not be dialed past the DBINT NOT
EndHours:EndMinutes. Time is based on the Unified NULL
ICM Central Controller time.
154
All Tables
Campaign_Query_Rule

NULL
Option
HitRate The percentage of hits (completed/attempted) per DBINT NOT

campaign considered as a threshold by the predictive NULL
algorithm. The percentage value is a whole number
between 0 and 100.
HitRateEnabled Indicates whether or not to use hit rate to move DBCHAR NOT
between query rules within this campaign: NULL
• Y = Use hit rate
• N = Do not use hit rate
ListOrder The order in which the query rules are to be used. DBINT NOT
NULL
Penetration The percentage of this query rule to be attempted DBINT NOT
before shifting to the next query rule within the NULL
current campaign. The percentage value is a whole
number between 0 and 100.
PenetrationEnabled Indicates whether or not to use penetration rate to DBCHAR NOT

move between query rules within this campaign: NULL
• Y = Use penetration rate
• N = Do not use penetration rate
QueryRuleEnabled Indicates whether the query rule is enabled or DBCHAR NOT

disabled within this campaign: NULL
• Y = Enabled
• N = Disabled
QueryRuleID The query rule belonging to the campaign identified DBINT PK, FK
by the CampaignID. This field is a foreign key from NOT
the Query Rule table. NULL
StartHours TThe contact will not be dialed earlier than the DBINT NOT
StartHours:StartMinutes. Hours are in 24-hour NULL
format and are based on the Unified ICM Central
Controller time.
155
All Tables
Campaign_Query_Rule_Half_Hour

NULL
Option
StartMinutes TThe contact will not be dialed earlier than the DBINT NOT
StartHours:StartMinutes. Time is based on the NULL
Unified ICM Central Controller time.
Central database only. Each row provides half-hour statistics on a particular Campaign-Query Rule combination.
The statistics reflect counters used in the Outbound Option predictive dialing algorithm.
Related Tables
Table 87: Indexes for Campaign_Query_Rule_Half_Hour Table
XAK1Campaign_Query_Rule_Half_Hour nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Campaign_Query_Rule_Half_Hour nonclustered located on PRIMARY DbDateTime
XPKCampaign_Query_Rule_Half_Hour clustered, unique, primary key located DateTime, CampaignID, QueryRuleID,

on PRIMARY TimeZone
Note The Campaign_Query_Rule_Interval Table will be populate with 30/15 minute reporting data, depending on
the Historical Reporting Interval setting for the PG. The Campaign_Query_Rule_Half_Hour Table will not
be populated with this data.
Table 88: Fields in Campaign_Query_Rule_Half_Hour Table

NULL
Option
AbandonDetectToHalf The number of calls in a half-hour period where the DBINT NULL
dialer abandoned a customer call.
156
All Tables

NULL
Option
AbandonToIVRToHalf The number of calls in a half-hour period that had DBINT NULL
to be abandoned. However, instead of hanging-up
on a customer, the call was transferred to an IVR
which played a message to the customer.
AgentClosedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that were closeded by the agent (these
customers will not be dialed).
AgentRejectedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that were rejected by the agant.
AnsweringMachineDetectToHalf The number of calls in a half-hour period that DBINT NULL

detected an answering machine.
BusyDetectToHalf The number of calls in a half-hour period that DBINT NULL

detected a busy signal.
CallbackCountToHalf The total number of records scheduled for a callback. DBINT NULL
CampaignID The campaign to which this query rule belongs. DBINT PK, FK
NOT
NULL
CampaignOutOfNumbersToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
Indicates how much time an active query rule was
asked to retrieve numbers but could not find any
valid ones for this time frame in its dialing list.
CancelledDetectToHalf The number of calls in a half-hour period where the DBINT NULL
dialer cancelled a ringing customer call.
ContactsAttemptedToHalf The number of attemted calls within a half-hour DBINT NULL

period.
CustomerAbandonDetectToHalf The number of calls in a half-hour period that were DBINT NULL
abandoned by the customer after they picked up the
telephone.
CustomerNotHomeCountToHalf The number of calls that were answered by the DBINT NULL
wrong party; the customer was not home.
DateTime The Unified ICM Central Controller date and time DBSMALLDATE PK NOT
at the start of the interval. NULL
DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
157
All Tables

NULL
Option
FaxDetectToHalf The number of calls in a half-hour period that DBINT NULL
detected a FAX machine.
LowNoiseVolumeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of calls where the voice energy was not
significant enough to count.
NetworkAnsMachineDetectToHalf The number of calls in a half-hour period that DBINT NULL

detected a network answering machine. A network
answering machine can be a network based IVR, or
a network based answering service.
NoAnswerDetectToHalf The number of calls in a half-hour period that were DBINT NULL
not answered.
NoDialToneDetectToHalf The number of calls in a half-hour period that did DBINT NULL
not receive a dial tone.
NoRingBackDetectToHalf The number of calls in the current half hour period DBINT NULL
that did not receive a ring-back tone, that were
disconnected by the carrier or the network while
ringing, or that were flagged with a data error or a
no-value call.
PersonalCallbackCountToHalf The number of calls where the customer requested DBINT NULL
a personal callback.
QueryRuleActiveTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Indicates how long the campaign was active during
this half hour.
by the CampaignID. NOT
NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by Unified CCE to track the record. NULL
158
All Tables
Campaign_Query_Rule_Interval

NULL
Option
SITToneDetectToHalf The number of calls in a half-hour period that DBINT NULL
detected a network SIT tone.
TalkTimeToHalf The total number of seconds agents spent talking on DBINT NULL
the phone during the last half-hour.
to the west of UTC.
VoiceDetectToHalf The total number of calls ending in an agent DBINT NULL

answering the call during the last half-hour.
Outbound Option: The number of calls in a
half-hour period that detected a live person.
WrapupTimeToHalf The total number of seconds agents spent in wrap-up DBINT NULL
mode during the last half-hour.
WrongNumberCountToHalf The number of calls where the customer's phone DBINT NULL
number was incorrect (the e. customer did not live
there).
This section describes the Campaign Query Rule Interval table.
Table 89: Fields in Campaign_Query_Rule_Interval Table

NULL
Option
AbandonDetect The number of calls in a reporting interval period DBINT NULL
where the dialer abandoned a customer call.
AbandonToIVR The number of calls in a reporting interval period DBINT NULL

that had to be abandoned. However, instead of
hanging-up on a customer, the call was transferred
to an IVR which played a message to the customer.
AgentClosedDetect The number of preview/callback calls in a reporting DBINT NULL

interval period that the agent closed. (These
customers are not dialed.)
159
All Tables

NULL
Option
AgentRejectedDetect The number of preview/callback calls in a reporting DBINT NULL
interval period that the agent rejected.
AnsweringMachineDetect The number of calls in a reporting interval period DBINT NULL

that detected an answering machine.
BusyDetect The number of calls in a reporting interval period DBINT NULL

that detected a busy signal.
CallbackCount The total number of records scheduled for a callback. DBINT NULL
CampaignID The campaign to which this query rule belongs. DBINT PK2, NOT
NULL
CampaignOutOfNumbers (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
Indicates how much time an active query rule was
asked to retrieve numbers but could not find any
valid ones for this timeframe in its dialing list.
CancelledDetect The number of calls in a reporting interval period DBINT NULL

where the dialer cancelled a ringing customer call.
ContactsAttempted The number of attempted calls within the reporting DBINT NULL
interval.
CustomerAbandonDetect The number of calls in a reporting interval period DBINT NULL

that the customer abandoned after they picked up
the phone.
CustomerNotHomeCount The number of calls that wrong parties answered; DBINT NULL
the customer was not home.
DateTime The Unified ICM Central Controller date and time DBSMALLDATE PK1, NOT
at the start of the interval. NULL
DbDateTime The current date and time stamp when the records DBDATETIME IE1, NULL
FaxDetect The number of calls in a reporting interval period DBINT NULL

that detected a FAX machine.
160
All Tables

NULL
Option
LowNoiseVolume (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

NetworkAnsMachineDetect The number of calls in a reporting interval period DBINT NULL

that detected a network answering machine. A
network answering machine can be a network-based
IVR, or a network-based answering service.
NoAnswerDetect The number of calls in a reporting interval period DBINT NULL

that were not answered.
NoDialToneDetect The number of calls in a reporting interval period DBINT NULL

that did not receive a dial tone.
NoRingBackDetect The number of calls in the current reporting interval DBINT NULL
period that did not receive a ringback tone, that the
carrier or network did not disconnect while ringing,
or that were flagged with a data error or a no-value
call.
PersonalCallbackCount The number of calls where the customer requested DBINT NULL
QueryRuleActiveTime (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Indicates how long the campaign was active during
this reporting interval.
QueryRuleID The query rule belonging to the campaign identified DBINT PK3, NOT
by the CampaignID. NULL
internally by the Unified ICM/Unified CCE software NULL
ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT IE2, NULL
to 47). Two 15 minute interval records have a unique
Type Skill Group data. The only valid value is 30
(default).
SITToneDetect The number of calls in a reporting interval period DBINT NULL

that detected a network SIT tone.
161
All Tables
Campaign_Query_Rule_Real_Time

NULL
Option
TalkTime The total number of seconds agents spent talking on DBINT NULL
the phone during the last reporting interval.
TimeZone The Central Controller’s time zone for the date and DBINT PK4, NOT
to the west of UTC.
VoiceDetect The total number of calls ending in an agent DBINT NULL

answering the call during the last reporting interval.
WrapupTime The total number of seconds agents spent in wrap-up DBINT NULL
mode during the last reporting interval.
WrongNumberCount The number of calls where the customer's phone DBINT NULL
number was incorrect. (The customer did not live
there.)
This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 561). To see
Each row provides real-time statistics on a particular Campaign-Query Rule combination. The statistics reflect
counters used in the Outbound Option predictive dialing algorithm.
The data in this table is reset nightly.
Exception: The following cumulative fields are not reset nightly:
• Closed Count
• TotalCount
• TotalVoiceCount
Related Tables
Table 90: Indexes for Campaign_Query_Rule_Real_Time Table
XPKCampaign_Query_Rule_Real_Time clustered, unique, primary key located CampaignID, QueryRuleID

on PRIMARY
162
All Tables
Table 91: Fields in Campaign_Query_Rule_Real_Time Table

NULL
Option
AbandonDetectCount The number of calls abandoned by the dialer. DBINT NULL
AbandonDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a five minute period where
the dialer abandoned a customer call.
AbandonDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a half-hour period where the
AbandonToIVRCount The number of calls that detected an answering DBINT NULL

machine.
AbandonToIVRTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a five minute period that had
AbandonToIVRToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a half-hour period that had
AgentClosedCount The number of preview/callback calls that were DBINT NULL

closed by the agent (these customers will not be
dialed).
AgentClosedDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of preview/callback calls in a five
minute period that were closeded by the agent (these
AgentClosedDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of preview/callback calls in a half-hour
AgentRejectedCount The number of preview/callback calls that were DBINT NULL

rejected by the agent.
163
All Tables

NULL
Option
AgentRejectedDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
The number of preview/callback calls in a five
minute period that were rejected by the agent.
AgentRejectedDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of preview/callback calls in a half-hour
period that were rejected by the agent.
AnsweringMachineCount The number of calls that were abandoned by the DBINT NULL
dialer. However, instead of hanging-up on the
customer, the call was transferred to an IVR which
played a message to the customer.
AnsweringMachineDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a five minute period that
AnsweringMachineDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a half-hour period that
AttemptedCount The number of attempted calls so far today. DBINT NULL

(CallBackCount + VoiceCount + BusyCount +
NoAnswerDetectCount + NoRingBackDetectCount
+ NoDialToneDetectCount + FaxDetectCount +
NetworkAnsMachineDetectCount +
AnsweringMachineCount + SITToneDetectCount
+ CancelledDetectCount + WrongNumberCount +
CustomerNotHomeCount + PersonalCallbackCount
+ AbandonDetectCount + AbandonToIVRCount +
CustomerAbandonDetectCount)
BusyCount The number of calls that detected a busy signal. DBINT NULL
BusyDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

BusyDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

164
All Tables

NULL
Option
CallBackCount The total number of records scheduled for a callback DBINT NULL
today.
CallbackCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total number of records scheduled for a callback
in a five minute period.
CallbackCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total number of records scheduled for a callback
in a half-hour period.
CampaignID The campaign to which this query rule belongs. DBINT PK, FK
NOT
NULL
CancelledDetectCount The number of calls where the dialer cancelled a DBINT NULL
ringing customer call.
CancelledDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

the dialer cancelled a ringing customer call.
CancelledDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

ClosedCount Records customer calls closed for any reason other DBINT NULL
than reaching a live customer since the last overwrite
import.
ContactsAttemptedTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of attempted calls within a five minute
period.
ContactsAttemptedToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of attempted calls within a half-hour
period.
CustomerAbandonDetectCount The number of calls where the customer hung-up DBINT NULL
immediately after picking up the telephone.
165
All Tables

NULL
Option
CustomerAbandonDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
The number of calls in a five minute period that were
telephone.
CustomerAbandonDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a half-hour period that were
telephone.
CustomerNotHomeCount The number of calls that were answered by the DBINT NULL
wrong party because the customer was not home.
CustomerNotHomeCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

answered by the wrong party because the customer
was not home.
CustomerNotHomeCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

answered by the wrong party because the customer
was not home.
DateTime The Unified ICM Central Controller date and time DBDATETIME NOT
when this data was last updated. NULL
FaxDetectCount The number of calls that detected a FAX. DBINT NULL
FaxDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

FaxDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

166
All Tables

NULL
Option
LowNoiseVolumeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
Number of calls in a one day period where the voice
energy was not significant enough to count.
LowNoiseVolumeTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of calls in a five minute period where the
voice energy was not significant enough to count.

Number of calls in a half-hour period where the
voice energy was not significant enough to count.
NetworkAnsMachineCount The number of calls that detected a network DBINT NULL

answering machine. A network answering machine
can be a network based IVR, or a network based
answering service.
NetworkAnsMachineDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

NetworkAnsMachineDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

NoAnswerDetectCount The number of calls that were not answered. DBINT NULL
NoAnswerDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

not answered.
NoAnswerDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

not answered.
NoDialToneDetectCount The number of calls that did not detect a dial tone. DBINT NULL
167
All Tables

NULL
Option
NoDialToneDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
The number of calls in a five minute period that did
NoDialToneDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a half-hour period that did
NoRingBackDetectCount The number of calls in the current half hour period DBINT NULL
no-value call.
NoRingBackDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a five minute period that did
not receive a ring back tone.
NoRingBackDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of calls in a half-hour period that did
PendingRecordsZone1 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of pending records which are eligible for
dialing now in zone 1.
PendingRecordsZone2 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of pending records which are eligible for
dialing now in zone 2.
PendingRetryRecordsZone1 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of campaign records that are pending retry
in Zone 1 that are dialable now. This is significant
since retries get higher priority and can reduce hit
rate and agent efficiency.
PendingRetryRecordsZone2 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Number of campaign records that are pending retry
in Zone 2 that are dialable now. This is significant
since retries get higher priority and can reduce hit
rate and agent efficiency.
168
All Tables

NULL
Option
a personal call-back.
PersonalCallbackCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

the customer requested a personal callback.
PersonalCallbackCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

customer requested a personal callback.
QueryRuleActive (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Indicates whether the current campaign is active or
not.
by the CampaignID. NOT
NULL
SITToneDetectCount The number of calls that detected a Special DBINT NULL

Information Tone (SIT).
SITToneDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

SITToneDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

TalkTimeCount The total number of seconds agents spent talking on DBINT NULL
the telephone since midnight.
TalkTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total number of seconds agents spent talking on
the phone during the last half-hour.
TotalCount The total number of records available to dial for the DBINT NULL
current campaign query rule since the last overwrite
import.
TotalVoiceCount The number of live customers that have been reached DBINT NULL
since the last overwrite import.
169
All Tables

NULL
Option
VoiceCount The number of calls for the day that ended in DBINT NULL
successful customer contact.
Outbound Option: The number of calls that
detected a live person.
VoiceDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total number of calls ending in an agent
answering the call during the last five minutes.
Outbound Option: The number of calls in a five
minute period that detected a live person.
VoiceDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE
USE.)The total number of calls ending in an agent
WrapupTimeCount The number of seconds agents spent in wrap-up DBINT NULL

mode since midnight.
WrapupTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total number of seconds agents spent in wrap-up
mode during the last half-hour.
WrongNumberCount The number of calls where the customer phone DBINT NULL
number was incorrect (the customer did not live
there).
WrongNumberCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

the customer's phone number was incorrect (the
customer did not live there).
WrongNumberCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

customer's phone number was incorrect (the
customer did not live there).
170
All Tables
Campaign_Skill_Group
It contains the associations between campaigns and skill groups within the software.
Campaign_Skill_Group records.
Related Tables
Skill_Group, on page 461 (SkillGroupID maps to Skill_Group.SkillTargetID)
Table 92: Indexes for Campaign_Skill_Group Table
XPKTarget_Group clustered, unique, primary key located CampaignID, SkillTargetID

on PRIMARY
Table 93: Fields in Campaign_Skill_Group Table

NULL
Option
AbandonedRoutePoint Abandoned Contacts are transferred to this route varchar(50) NULL
point, which points to an IVR.
AutoAnswerReservationCall This variable controls whether the dialer will use DBINT NULL
CTI Server to answer the reservation call and the
transfer call sent to the agent or allow the agent's
phone to answer the call on its own.
Possible values: 1: Auto answer on; 2: Auto-answer
off
CampaignID The campaign to which this target group belongs. DBINT PK, FK
Foreign key from the Campaign table. NOT
NULL
171
All Tables

NULL
Option
DialedNumber For Unified CCE, indicates the DN that should be VNAME32 NULL
used when sending a new call request via the MR
PIM. This DN will be used to run a routing script
where an agent should be reserved from the same
skill that has been assigned to the campaign.
Note that each skill group should have a unique DN
associated with it.
DialingMode Dialing mode for this campaign: DBSMALLINT NULL

• 0 = eOutboundModeInbound
• 1 = eOutboundModePredictiveOnly
• 3 = eOutboundModePreviewOnly
• 5 = eOutboundModeProgressiveOnly
• 7 = eOutboundModePreviewDirectOnly
IVRPorts Number of ports supported by the IVR for the DBINT NOT
current skill group (3 digits). NULL
IVRRoutePoint Contacts are transferred to this route point, which varchar(50) NULL
points to an IVR.
OverflowAgents The number of agents per skill group to ignore DBINT NOT
during predictive dialer calculations. NULL
RecordsToCache The number of records that should be cached by the DBINT NOT
dialer for a specific campaign-skill group NULL
combination.
172
All Tables
Campaign_Target_Sequence

NULL
Option
ReservationPercentage The percentage of agents to reserve within this skill DBINT NULL
group. The variable is only relevant in preview
mode. For all other modes, 100 percent of agents
are reserved.
SkillTargetID A unique key indicating the skill group with which DBINT PK, FK
this target group is associated. Foreign key to the NOT
Skill Group table. NULL
Campaign_Target_Sequence
It contains the target type (home or work) and the sequence with which numbers are dialed within a campaign.
Related Tables
Dialer_Detail, on page 210 (via Phone Index)
Table 94: Indexes for Campaign_Target_Sequence Table
XPKCampaign_Target_Sequence clustered, unique, primary key located CampaignID, SequenceNumber

on PRIMARY
Table 95: Fields in Campaign_Target_Sequence Table

NULL
Option
CampaignID The campaign to which this target sequence belongs. DBINT PK, FK
Foreign key from the Campaign table. NOT
NULL
173
All Tables
Cfg_Mngr_App_Snapshot_State

NULL
Option
PhoneIndex Indicates the phone number that should be used DBINT NOT
within the zone. NULL
This value can range from 0 through 9.
An index value of 0 represents the Phone1 in the
configuration tool.
SequenceNumber Part of the primary key. Indicates the sequence of DBINT PK NOT
the number to dial within a campaign. NULL
ZoneIndex Indicates the zone to which the configured phone DBINT NOT
number belongs: NULL
0 = Zone 1
1 = Zone 2
Cfg_Mngr_App_Snapshot_State
This table is part of the User Preferences group (see User Preferences, on page 587). To see database rules for
this table, see User Preferences Tables, on page 639.
This table defines a specific state of the Unified ICM Configuration Manager user interface that a user has
saved. Information from this table is used to reconstruct the state of the Unified ICM Configuration Manager
when the Administration & Data Server is restarted.
Related Table
Cfg_Mngr_User_Desktop_Snap, on page 176 (via DesktopSnapShotID)
Table 96: Indexes for Cfg_Mngr_App_Snapshot_State Table
XPKCfg_Mngr_App_Snapshot_State clustered, unique, primary key located DesktopSnapShotID, ApplicationID

on PRIMARY
174
All Tables
Cfg_Mngr_Globals
Table 97: Fields in Cfg_Mngr_App_Snapshot_State Table

NULL
Option
ApplicationID Identifies the application DBINT PK, NOT
NULL
ApplicationOpen Valid options include: DBCHAR NOT
NULL
• Y = Indicates that the application was open
when Configuration Manager was closed.
• N = The application was not open when
Configuration Manager was closed.
DesktopSnapShotID A unique identifier for the desktop snapshot. DBINT PK, FK

NOT
NULL
Filter1 ID for the first filter key of the application. DBINT NULL
Filter2 ID for the second filter key of the application. DBINT NULL
Filter3FieldName A field name used for the third filter criteria. VNAME32 NULL
Filter3FieldType A field type identifier used for text/numeric lookup. DBSMALLINT NULL
Filter3OptionSelection The selection type. DBSMALLINT NULL
Filter3Selection The selection value. varchar(255) NULL
POSX The application's X position on the desktop. DBSMALLINT NULL
POSY The application's Y position on the desktop. DBSMALLINT NULL
Cfg_Mngr_Globals
This table contains a single record that stores version information about the menu system that Unified ICM
Configuration Manager is currently using.
Table 98: Indexes for Cfg_Mngr_Globals Table
XPKCfg_Mngr_Globals clustered, unique, primary key located VersionID

on PRIMARY
175
All Tables
Cfg_Mngr_User_Desktop_Snap
Table 99: Fields in Cfg_Mngr_Globals Table

NULL
Option
updated.
Version Stores version information about the menu system DBINT NOT
the Unified ICM Configuration Manager is currenlty NULL
using.
VersionID A unique identifier for the version. DBINT PK NOT

NULL
This table retains information on current Unified ICM Configuration Manager state for a particular user.
Related Table
Cfg_Mngr_App_Snapshot_State, on page 174 (via DesktopSnapShotID)
Table 100: Cfg_Mngr_User_Desktop_Snap Table
XPKCfg_Mngr_User_Desktop_Snap clustered, unique, primary key located DesktopSnapShotID

on PRIMARY
Table 101: Fields in Cfg_Mngr_User_Desktop_Snap Table

NULL
Option
AllowMultipleAppInstances Determines whether multiple executing instances of DBCHAR NOT
a tool should be allowed: NULL
• Y = (Default) Yes, allow multiple instances to
run at once.
• N = No, do not allow multiple instances.
176
All Tables

NULL
Option
AutoRetrieve Indicates whether or not the tools should DBCHAR NOT
automatically retrieve data when they start: NULL
• Y = Yes, automatically retrieve data at startup.
• N = (Default) No, do not automatically retrieve
data.

updated.
DesktopSnapShotID A unique identifier for the desktop snapshot. DBINT PK NOT

NULL
DesktopSnapShotName A name for the desktop snapshot. varchar(128) NOT
NULL
MenuID A unique identifier for the menu. DBINT FK NULL
OpenAppsOnLoad Determines whether tools should be reopened when DBCHAR NOT

a snapshot is loaded: NULL
• Y = Yes, reopen tool when snapshot is loaded.
• N = (Default) No, do not reopen tool.
SaveApplicationPositions Indicates whether or not the application should start DBCHAR NOT
in the screen position it was in when it was last run NULL
by the user:
• Y = Yes, start application is same position.
• N = (Default) No, start it in application's default
position.
SaveFilterData Deternimes whether or not filter settings should be DBCHAR NOT

saved for all tools: NULL
• Y = (Default) Yes, save filter settings.
• N = No, do not save filter settings.
UserSettingsID A foreign key to the Cfg_Mngr_User_Settings table. DBINT FK NOT

NULL
177
All Tables
Cfg_Mngr_User_Menu
Cfg_Mngr_User_Menu
This table holds information that describes the default and custom menus in use for each user of Unified CCE
Configuration Manager.
Related Table
Cfg_Mngr_View, on page 179 (via MenuID)
Table 102: Indexes for Cfg_Mngr_User_Menu Table
XPKCfg_Mngr_User_Menu clustered, unique, primary key located MenuID

on PRIMARY
Table 103: Fields in Cfg_Mngr_User_Menu Table

NULL
Option
added/updated.
DesktopSnapShotID Identifies the last desktop snapshot. DBINT NULL
MenuID A unique identifier for the menu. DBINT PK NOT

NULL
MenuName A name for the menu. VNAME32 NOT
NULL
Cfg_Mngr_User_Settings
This table holds specific Unified CCE Configuration Manager settings for each user Unified CCE Configuration
Manager.
Related Tables
Cfg_Mngr_User_Desktop_Snap, on page 176 (via UserSettingsID)
178
All Tables
Cfg_Mngr_View
Table 104: Indexes for Cfg_Mngr_User_Settings Table
XAK1Cfg_Mngr_User_Settings nonclustered, unique, unique key LoginName

located on PRIMARY
XPKCfg_Mngr_User_Settings clustered, unique, primary key located UserSettingsID

on PRIMARY
Table 105: Fields in Cfg_Mngr_User_Settings Table

NULL
Option
added/updated.
LastDesktopSnapShotID Identifier for the last desktop snapshot that the user DBINT NULL
had opened before closing the Unified ICM
LoginName The unique login name of the user who owns these varchar(128) AK-1 NOT
settings. NULL
SaveSnapShotOnExit Indicates whether or not to save the current desktop DBCHAR NOT
snapshot settings when the Unified ICM NULL
Configuration Manager is closed:
• Y = Yes, save settings on exit (the default).
• N = No, do not save settings on exit.
UserSettingsID A unique identifier for the user settings. DBINT PK NOT

NULL
Cfg_Mngr_View
This table holds the information necessary to produce the tree view structure for multiple default and custom
menus within the Unified ICM Configuration Manager. The Primary Key (PK) is nonclustered.
Related Tables
Cfg_Mngr_User_Menu, on page 178 (via MenuID)
179
All Tables
Class_Access_Xref
Table 106: Indexes for Cfg_Mngr_View Table
XIE1Cfg_Mngr_View nonclustered located on PRIMARY PeerNodeID
XIE2Cfg_Mngr_View nonclustered located on PRIMARY ChildNodeID
XPKCfg_Mngr_View nonclustered, unique, primary key NodeID, MenuID

located on PRIMARY
Table 107: Fields in Cfg_Mngr_View Table

NULL
Option
ApplicationID Identifies the application. DBINT NULL

ChildNodeID Identifies the child node in the tree view. DBINT IE-2 NULL
added/updated.
MenuID A unique identifier for the menu. DBINT PK, FK

NOT
NULL
NodeID A unique identifier for the node in the tree view. DBINT PK NOT
NULL
PeerNodeID Identifies the peer node in the tree view. DBINT IE-1 NULL
Class_Access_Xref
It lists the access levels available for each class. The Primary Key (PK) is nonclustered.
Related Tables
Class_List, on page 181 (via ClassID)
Table 108: Indexes for Class_Access_Xref Table
XAK1Class_Access_Xref clustered, unique, unique key located AccessLevel, ClassID

on PRIMARY
180
All Tables
Class_List
XPKClass_Access_Xref nonclustered, unique, primary key ClassAccessXrefID

located on PRIMARY
Table 109: Fields in Class_Access_Xref Table

NULL
Option
AccessLevel A supported access level for the class. To see values. DBINT AK-1 NOT
see Access Levels, on page 591. NULL
ClassAccessXrefID A unique identifier for the record. DBINT PK NOT

NULL
ClassID Identifies the class from the Class_List table. DBINT AK-1 NOT
NULL
Class_List
It lists the available classes. The contents of this table are set up when the software is installed and never
change.
Related Tables
Class_Security, on page 182 (via ClassID)
ClassID_To_ObjectType, on page 183 (via ClassID)
Table 110: Indexes for Class_List Table
XAK1Class_List clustered, unique, unique key located Name

on PRIMARY
XPKSecurity_Class nonclustered, unique, primary key ClassID

located on PRIMARY
Table 111: Fields in Class_List Table

NULL
Option
ClassID A unique identifier for the class. DBINT PK NOT
NULL
181
All Tables
Class_Security

NULL
Option
Description Additional information about the class. DESCRIPTION NULL
Name The name of the class. varchar(30) AK-1 NOT

NULL
Class_Security
It lists the level of security each user or group has for a class.
Related Tables
User_Group, on page 547 (via UserGroupName)
Table 112: Indexes for Class_Security Table
XPKClass_Security clustered, unique, primary key located ClassSecurityID

on PRIMARY
Table 113: Fields in Class_Security Table

NULL
Option
AccessLevel The access level the user group has for the class. To DBINT NOT
see values. see Access Levels, on page 591. NULL

ClassID Identifies the class from the Class_List table. DBINT NOT
NULL
ClassSecurityID A unique identifier for the record. DBINT PK NOT
NULL
updated.
UserGroupName Identifies the user group. varchar(64) NOT

NULL
182
All Tables
ClassID_To_ObjectType
ClassID_To_ObjectType
Maps each class to its component object types
Related Tables
Object_List, on page 300 (via ObjectType + ObjectID)
Table 114: Indexes for ClassID_To_ObjectType Table
XIE1ClassID_To_ObjectType nonclustered located on PRIMARY ObjectType
XPKClassID_To_ObjectType clustered, unique, primary key located ClassID, ObjectType

on PRIMARY
Table 115: Fields in ClassID_To_ObjectType Table

NULL
Option
ClassID Identifies the class from the Class_List table. DBINT PK, FK
NOT
NULL
ObjectID For Logical Interface Controller objects: DBINT NOT
NULL
• 2 = PG
• 3 = NIC
Note For all other object types, this field is 0.
ObjectType Identifies the type of the object. DBINT PK, FK,

IE-1 NOT
NULL
Configuration_Limit
This table defines safe outer boundaries for Unified ICM Configuration parameters. The default values set
for Configuration Limits are the maximum values that have been tested and confirmed by Cisco. Your system
deployment may require lower limits.
However, if you configure beyond the ConfigLimitID values and experience difficulties, we might require
you to change values to correspond to the defined limits before we can troubleshoot.
183
All Tables
Configuration_Limit
Table 116: Indexes for Configuration_Limit Table
XPKConfiguration_Limit clustered, unique, primary key located ConfigLimitID

on PRIMARY
Table 117: Fields in Configuration_Limit Table

NULL
Option
ConfigLimitID This is created by the schema. DBINT PK-1,
clustered,
NOT
NULL
184
All Tables
Configuration_Limit

NULL
Option
ConfigLimitName The configuration limit rule name. VNAME32 NOT
NULL
The valid values are:
1. Skill_Groups_Per_Agent
2. MAX_DNC_LIST_SIZE
3. MAX_SIP_PORTS
4. MAX_ATTRIBUTES_PER_AGENT
5. MAX_ATTRIBUTES_PER_ATTRIBUTESET
6. SYSTEM_WIDE_MAX_PRECISION_QUEUE
7. MAX_PQSTEP_PER_PQ
8. MAX_PQTERM_PER_PQSTEP
9. SYSTEM_WIDE_MAX_ATTRIBUTES
10. MAX_UNIQUE_ATTRIBUTES_PER_PQ
11. (Reserved)
12. CPS_CAPACITY
13. AGENT_CAPACITY
14. DEPLOYMENT_MAX_CPS
15. MAX_SYS_AGENT_QUEUE_PAIR
16. SYSTEM_WIDE_MAX_PQSTEP
17. SYSTEM_WIDE_MAX_AGENTS
18. MAX_AGENTS_PER_PERIPHERAL
19. SYSTEM_WIDE_MAX_SKILLGROUPS
20. MAX_SKILLGROUPS_PER_PERIPHERAL
21. MAX_CD_CHILD_LIVEDATA_NODES
22. MAX_ECC_VARIABLE_SIZE_PER_CALL
23. MAX_BUSINESS_HOURS
24. MAX_SCHEDULES_PER_BUSINESS_HOUR
ConfigLimitDefaultValue The default limitation value DBINT NOT

NULL
ConfigLimitCurrentValue The current limitation value DBINT NOT
NULL
185
All Tables
Config_Message_Log

NULL
Option
updated.
Description Description Description NULL
ChangeStamp Change Stamp ChangeStamp NOT

NULL
Config_Message_Log
A database system table used to store configuration messages.
Table 118: Indexes for Config_Message_Log Table
XPKConfig_Message_Log clustered, unique, primary key located RecoveryKey

on PRIMARY
Table 119: Fields in Config_Message_Log Table

NULL
Option
ConfigMessage All configuration messages in a transaction. image NULL
DateTime The date and time when a set of messages was DBDATETIME NOT
logged. NULL
LogOperation The type of configuration change. Examples include VNAME32 NULL

"Add" and "Update".
RecoveryKey A value used internally by the software to track DBFLT8 PK NOT

virtual time. NULL
TableName The name of the table affected by the configuration VNAME32 NULL
change.
186
All Tables
Congestion Control
Congestion Control
This table is in the System category (see System, on page 585).
This table stores configuration information for congestion control.
Table 120: Indexes for Congestion Control Table
XPKCongestion_Control clustered, unique, primary key located DeploymentID

on PRIMARY
Table 121: Fields in Congestion Control Table

NULL
Option
ChangeStamp Incremented when the record is changed in the ChangeStamp NOT
CongestionCheckInterval For system use only. DBINT NOT
NULL
CongestionEnabled Congestion control flag. It is enabled when the user DBCHAR NOT
first sets the congestion control limits. Default = Yes NULL
(For Packaged CCE deployments)
187
All Tables
Congestion Control

NULL
Option
CongestionTreatmentMode This field is to set the rejection treatment mode. DBINT NULL
Values for this field include the following:
• 0 - Use System Congestion Control: The call
treatment will be applied based on System
Congestion Control settings.
• 1 - Treat call with Dialed Number Default
Label: The calls to be rejected due to
congestion are treated with the default label of
the dialed number on which the new call
arrived.
• 2 - Treat call with Routing Client Default
the routing client which of the new call arrived.
• 3 - Treat call with System Default Label: The
calls to be rejected due to congestion are treated
with the system default label set in Congestion
Control settings.
• 4 - Terminate call with a Dialog Fail or
RouteEnd: Terminates the new call dialog with
a dialog failure.
• 5 - Treat call with a Release Message to the
Routing Client: Terminates the new call dialog
with a release message.
updated.
DeploymentID Primary Key DBINT NOT

NULL
188
All Tables
Congestion Control

NULL
Option
DeploymentType The ICM/CCE deployment type. DBINT NOT
NULL
• 0 - Not Specified
• 1 - NAM (Deprecated)
• 2 - Contact Director
• 3 - NAM Rogger (Deprecated)
• 4 - ICM Router/Logger
• 5 - UCCE: 8000 Agents Router/Logger
• 6 - UCCE: 12000 Agents Router/Logger
• 7 - Packaged CCE: 2000 Agents
• 8 - ICM Rogger
• 9 - UCCE: 4000 Agents Rogger
• 10 - Packaged CCE: Lab Mode
• 11 - HCS-CC: 2000 Agents
• 12 - HCS-CC: 500 Agents (Not Supported)
• 13 - UCCE: Progger (Lab Only)
• 16 - UCCE: 2000 Agents
LabelString Label string to treat the calls subjected to congestion VNAME32 NULL
control. This label will be responded when
congestion treatment is set to Treat call with
System Default Label (3).The label will be sent
only to the calls to be rejected.
Level1Abate Level 1 abatement DBINT NOT
NULL
NULL
NULL
Level1Onset Level 1 onset DBINT NOT
NULL
189
All Tables
Contact_Share_Group

NULL
Option
NULL
NULL
Level1Reduction Level 1 call rate reduction DBINT NOT
NULL
NULL
NULL
UserOverride If yes, user defined CPS is used for congestion DBSMALLINT NOT
control. The user can enter the CPS limit. The limit NULL
will be the same in the Configuration Limits table.
WMAWeight Weight used for moving average algorithm to DBSMALLINT NOT
calculate CPS. NULL
Contact_Share_Group
This table defines contact share groups that apply to all contact share precision queues or skill groups.
Table 122: Indexes for Contact_Share_Group Table
AK1Contact_Share_Group nonclustered, unique, unique key located on PRIMARY EnterpriseName
PKContact_Share_Group clustered, unique, primary key located on PRIMARY GroupID
Table 123: Contact_Share_Group Table
Name Description Data Type Keys and NULL Option
GroupID An identifier that has a unique DBINT PK NOT NULL

ID among all the contact share
queues.
RuleID Foreign key from contact share DBINT NOT NULL

rule table.
EnterpriseName The unique name of this contact VNAME32 AK NOT NULL

share group.
190
All Tables
Contact_Share_Group_Member
AccetQueueIf The contact share queue will be varchar(512) NULL

accepted IF the expression
evaluates to true.
Description Additional information about DESCRIPTION NULL

the group.
DateTimeStamp Records the data and time when DBDATETIME NULL

the record was added or
updated.
ChangeStamp Incremented when the record in CHANGESTAMP NOT NULL

the database is changed.
Contact_Share_Group_Member
This table maps contact share groups to contact share queues. Each contact share group contains one or more
contact share queues. Each contact share queue can be a member of one or more contact share groups.
Table 124: Indexes for Contact_Share_Group_Member Table
XIE1Contact_Share_Group_Member nonclustered located on PRIMARY Group ID
XPKContact_Share_Group_Member clustered, unique, primary key located on GroupID, QueueID

PRIMARY
Table 125: Contact_Share_Group_Member Table
GroupID Foreign key from DBINT NOT NULL

Contact_Share_Group.
QueueID Foreign key from DBINT PK NOT NULL

Contact_Share_Queue.
Contact_Share_Queue
This table defines the queue that references a target queue (either precision queue or skill group). These exist
on the Unified CCE target systems.
191
All Tables
Contact_Share_Rule
Table 126: Indexes for Contact_Share_Queue Table
XPKContact_Share_Queue clustered, unique, primary key located on QueueID

PRIMARY
Table 127: Contact_Share_Queue Table
QueueID An identifier that has a unique DBINT PK NOT NULL

queues.
QueueName Name of the Queue that is VNAME32 NOT NULL

configured on the target United
CCE systems. The same as
EnterpriseName of the precision
queue or skill group.
TargetQueueID The unique ID (either DBINT NOT NULL

PrecisionQueueID or
SkillGroupID) from the target
United CCE systems.
QueueType Identifies the target queue as P char(1) NOT NULL

- Precision Queue, or S - Skill
Group.

the group.
TargetInstanceID Target instance identifier. DBINT NULL

updated.

Contact_Share_Rule
This table defines rules to apply for all contact share precision queues or skill groups within a contact share
group.
192
All Tables
Controller_Time
Table 128: Indexes for Contact_Share_Rule Table
XAK1Contact_Share_Rule nonclustered, unique, unique key located EnterpriseName

on PRIMARY
XPKContact_Share_Rule clustered, unique, primary key located on RuleID

PRIMARY
Table 129: Contact_Share_Rule Table
RuleID An identifier that has a unique DBINT PK NOT NULL

rules.
EnterpriseName Name of the rule. VNAME32 AK NOT NULL
RuleExpression This is the rule expression that varchar(512) NULL

is used for all contact share
precision queue or skill groups
within a contact share group.

the group.

updated.

Controller_Time
A database system table that stores the current time at the Unified ICM platform.
Table 130: Fields in Controller_Time Table

NULL
Option
NowTime The most recently reported time from the Central DBDATETIME NULL
Controller.
193
All Tables
Customer_Definition

NULL
Option
TimeZone The Central Controller’s time zone for the date and DBINT NULL
to the west of UTC.
TimeZoneName The name of the time zone. DESCRIPTION NULL
Customer_Definition
page 636.
Each row defines a customer associated with an Unified ICM instance. Use the Customer list tool to create,
update, or delete a customer definition.
Related Tables
Call_Type, on page 98 (via CustomerDefinitionID)
Customer_Options, on page 195 (via CustomerDefinitionID)
Feature_Control_Set, on page 244 (via via FeatureSetID)
ICR_Instance, on page 249 (via ICRInstanceID)
Label, on page 265 (via CustomerDefinitionID)
Master_Script, on page 281 (via CustomerDefinitionID)
Network_Vru, on page 295 (via NetworkTargetID)
Scheduled_Target, on page 409 (via CustomerDefinitionID)
User_Group, on page 547 (via CustomerDefinitionID)
Table 131: Indexes for Customer_Definition Table
XAK1Customer_Definition nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIE1Customer_Definition nonclustered located on PRIMARY ICRInstanceID
XPKCustomer_Definition clustered, unique, primary key located CustomerDefinitionID

on PRIMARY
194
All Tables
Customer_Options
Table 132: Fields in Customer_Definition Table

NULL
Option
CustomerDefinitionID A unique identifier for the customer definition. DBINT PK NOT

NULL
updated.
Description Additional information about the customer DESCRIPTION NULL

definition.
EnterpriseName An enterprise name for the customer. This name VNAME32 AK-1 NOT
must be unique among all customer definitions in NULL
the enterprise.
FeatureSetID Identifies a feature set from the Feature_Control_Set DBINT FK NULL

Table.
ICRInstanceID Identifies the instance associated with the customer. DBINT FK, IE-1
NOT
NULL
NetworkTargetID Identifies the Network VRU, if any, associated with DBINT FK, NULL
the customer.
Customer_Options
page 636.
Each row identifies options installed for a specific customer.
Related Table
Customer_Definition, on page 194 (via CustomerDefinitionID)
Table 133: Indexes for Customer_Options Table
XPKCustomer_Options clustered, unique, primary key located CustomerDefinitionID, Type

on PRIMARY
195
All Tables
Default_Call_Type
Table 134: Fields in Customer_Options Table

NULL
Option
CustomerDefinitionID Identifies the customer definition associated with DBINT PK, FK
the row. NOT
NULL
OptionValue The option value. varchar(255) NULL
Type The customer option defined by the row. To see DBINT PK NOT
values, see Customer Options Type, on page 596. NULL
Default_Call_Type
page 636.
Each row specifies the default call type. You can associate a default call type with each routing client.
Note You can also create a general default call type in the ICR_Globals table.
To add, update, and delete Default_Call_Type records, use Unified ICM Configuration Manager to modify
the Routing Client configuration.
Related Tables
Routing_Client, on page 388 (via RoutingClientID)
Table 135: Indexes for Default_Call_Type Table
XPKDefault_Call_Type clustered, unique, primary key located RoutingClientID

on PRIMARY
Table 136: Fields in Default_Call_Type Table

NULL
Option
CallTypeID The call type. DBINT NULL
RoutingClientID The routing client. DBSMALLINT NOT

NULL
196
All Tables
Department
Department
This table defines a Department that is used for departmental data hosting.
Each row specifies a user-configured Department. The following tables contain a department ID and can be
divided into departments.
Related Tables
• Bucket_Intervals, on page 94
• Bulk_Job, on page 95
• Department _Member , on page 198
197
All Tables
Department _Member
Table 137: Indexes in Department Table
XPKDepartment Clustered, unique, primary key located on DepartmentID

PRIMARY
Table 138: Fields in Department Table

NULL
Option
ChangeStamp Changestamp for the table. CHANGESTAMP NOT
NULL
CustomerDefinitionID Maps Customer to Department in a CCMP/CCDM DBINT NULL

deployment.
added/updated.

NULL
• Y = Yes
• N = No
DepartmentID A unique identifier that identifies a department in DBINT NOT

CCDM/CCMP deployment. NULL
Description Description for the Department. DESCRIPTION NULL
EnterpriseName Enterprise name of the Department. VARCHAR(32) NOT

NULL
Department _Member
This table associates the User Group ID with a Department.
Related Tables
• Department, on page 197
Table 139: Indexes for Department_Member Table
XPKUser_Group_Department PRIMARY Key UserGroupID, DepartmentID
198
All Tables
Device_Target
Table 140: Fields in Department_Member Table

NULL
Option
DepartmentID Foreign Key from the Department table. DBINT NOT
NULL
UserGroupID Foreign key from User_Group. The User_Group DBINT NOT

table is the parent table for changestamp purposes. NULL
Device_Target
Note Device_Target is deprecated. Use Agent_Targeting_Rule, on page 63 instead.
This table is in the Route, on page 571 category. To see database rules for these tables, see Route Tables, on
page 635.
Each row represents one or more enterprise agents. When an enterprise agents logs on, the system software
dynamically assigns him or her to a device target. To route calls to an enterprise agent, you must have defined
a label associated with the device target. Use Unified ICM Configuration Manager to create, delete, and modify
device targets.
Note To configure Unified CCE, use Agent Targeting Rules versus Device Targets. Based on configured agent
targeting rules, if an agent attempts to log into an extension to which the router cannot target a call, the
peripheral gateway rejects the login request and returns an error that includes why the log in request failed.
For call routing in system PGdeployments, configure the extension range in the Agent Targeting Rules in
Unified CCE. For table details, see Agent_Targeting_Rule, on page 63.
Related Tables
Agent_Logout, on page 33 (via NetworkTargetID)
Agent_Real_Time, on page 34 (via NetworkTargetID)
Network_Target, on page 289 (via NetworkTargetID)
Table 141: Indexes for Device_Target Table
XAK1Device_Target nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XAK2Device_Target nonclustered, unique, unique key DeviceAddressType, GlobalAddress

located on PRIMARY
199
All Tables
Device_Target
XPKDevice_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY
Table 142: Fields in Device_Target Table

NULL
Option
ConfigParam An optional string to be sent to the device during varchar(255) NULL

initialization.
added/updated.
Description Additional information about the device target. DESCRIPTION NULL
DeviceAddressType Type of address defined in the GlobalAddressfield: DBINT AK-2 NOT

1 = Internet Protocol (IP). NULL
DeviceTargetType The type of the target. DBINT NOT

NULL
Note Currently only Voice is supported.
• 1 = Voice
• 2 = FAX
• 3 = E- mail
EnterpriseName An enterprise name for the target. This name must VNAME32 AK-1 NOT
be unique among all device targets in the enterprise. NULL
GlobalAddress A unique identifier. This field is used to enforce varchar(64) AK-2 NOT
validation that the agent desktop and the agent phone NULL
are at the same IP address for media terminated agent
desktops, including Enterprise Agent. The decimal
format for an IP address is xxx.xxx.xxx.xxx. For
example, 128.127.50.224. If validating the IP address
of an agent desktop and agent phone is not the case,
then the global address can be set to any unique
string.
NetworkTargetID Unique identifier for the target. DBINT PK, FK

NOT
NULL
200
All Tables
Dialed_Number
Dialed_Number
Each row describes a dialed number serviced by the system software. Use Unified ICM Configuration Manager
to add, update, and delete Dialed_Number records.
Related Tables
Dialed_Number_Label, on page 202 (via DialedNumberID)
Dialed_Number_Map, on page 203 (via DialedNumberID)
Dial_Number_Plan, on page 204 (via DialedNumberID)
Label, on page 265 (via LabelID)
Media_Routing_Domain, on page 284 (via MRDomainID)
Route_Call_Detail, on page 357(via DialedNumberID)
Table 143: Indexes for Dialed_Number Table
XAK1Dialed_Number nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XAK2Dialed_Number nonclustered, unique, unique key RoutingClientID, DialedNumberString

located on PRIMARY
XIE1Dialed_Number nonclustered located on PRIMARY LabelID
XIE2Dialed_Number nonclustered located on PRIMARY CustomerDefinitionID
XIE3Dialed_Number nonclustered located on PRIMARY DateTimeStamp
XPKDialed_Number clustered, unique, primary key located DialedNumberID

on PRIMARY
Table 144: Dialed_Number Table
Fields Description Data Type Keys and

NULL
Option
CustomerDefinitionID Identifies the customer definition associated with DBINT IE-2, FK

the dialed number. NULL
201
All Tables
Dialed_Number_Label
Fields Description Data Type Keys and

NULL
Option
added/updated.

NULL
• Y= Yes
• N =No
department.
Description Additional information about the dialed number. DESCRIPTION NULL
DialedNumberID A unique identifier for this dialed number. DBINT PK NOT

NULL
DialedNumberString The string the routing client passes to the system VNAME32 AK-2 NOT
software to represent this dialed number. NULL
EnterpriseName An enterprise name for the number. This name must VNAME32 AK-1 NOT
be unique among all dialed numbers in the database. NULL
LabelID References the default label for this dialed number. DBINT IE-1, FK
NULL
MRDomainID The Media Routing Domain associated with this DBINT FK NOT
dialed number. NULL
PermitApplicationRouting Used to indicate if remote routing by a CTI client DBCHAR NOT

(ACMI) is permitted on this dialed number. NULL
Default = 'N'.
ReservedByIVR Used for queuing on the Simplified Unified CCE DBCHAR NOT
PG only. NULL
Stored as 'Y' or 'N'. Default = 'N'.
RoutingClientID References the routing client that services this dialed DBSMALLINT AK-2, FK
number. NOT
NULL
Dialed_Number_Label
It indicates which Label values are valid for each Dialed_Number value. Use Unified ICM Configuration
Manager to add, update, and delete Dialed_Number_Label records.
202
All Tables
Dialed_Number_Map
Related Tables
Dialed_Number, on page 201 (via DialedNumberID)
Label, on page 265 (via LabelID)
Table 145: Indexes for Dialed_Number_Label Table
XIE1Dialed_Number_Label nonclustered located on PRIMARY LabelID
XPKDialed_Number_Label clustered, unique, primary key located DialedNumberID, LabelID

on PRIMARY
Table 146: Fields in Dialed_Number_Label Table

NULL
Option
DialedNumberID Foreign key from the Dialed Number table. DBINT PK, FK
NOT
NULL
LabelID Foreign key from the Label table. DBINT PK, FK
NOT
NULL
Dialed_Number_Map
This table is part of the Script category (see Script, on page 575) category. For database rules, see Script Tables,
on page 636.
Describes the call qualifier values (dialed number, calling line ID, and caller-entered digits) associated with
each call type. Use the Call Type Directory dialog of the Script Editor to add, update, and delete
Dialed_Number_Map records.
Related Tables
Region, on page 346 (via RegionID)
Table 147: Indexes for Dialed_Number_Map Table
XIE1Dialed_Number_Map nonclustered located on PRIMARY CallTypeID, RegionID
XPKDialed_Number_Map clustered, unique, primary key located DialedNumberID, Item

on PRIMARY
203
All Tables
Dial_Number_Plan
Table 148: Fields in Dialed_Number_Map Table

NULL
Option
ANIWildCard ANI value or region name. An ANI value can be a varchar(30) NULL
prefix of any length (the leading digits of the
telephone number) or a complete telephone number.
ANIWildCardType Indicates what type the ANIWildCard is. To see the DBSMALLINT NOT
list of values, see Dialed Number Map: NULL
ANIWildCardType, on page 597.
CallTypeID Foreign key from Call Type table. DBINT FK NOT

NULL
CEDWildCard Value to match against CED: varchar(30) NULL
• '_A' = All
• '_NR'= None Required
• '_NE' = None Entered
• '_N' = None Required or Entered
Description Additional information about the mapping of these DESCRIPTION NULL

call qualifiers to this call type.
DialedNumberID Foreign key from the Dialed Number table. DBINT PK, FK
DialedNumberID and Item together form an alternate NOT
key that is used by the system software to determine NULL
the order in which to match the wildcards.
Item The order in which the rows for a dialed number are DBINT PK NOT
tested against the call qualifiers. NULL
RegionID If ANIWildCardType is 4 (Region), this is the DBINT FK NULL

foreign key of the region from the Region table.
Dial_Number_Plan
This is in the Device category (see Device, on page 564). For database rules, see Device Tables, on page 633.
Defines special dialing codes that allow enterprise agents to use the system software to place calls to services,
other agents, skill groups, enterprise skill groups, supervisors, the local public network, a long-distance
network, or to specific trunks. Use Unified ICM Configuration Manager to add, update, and delete
Dial_Number_Plan records.
Related Tables
204
All Tables
Dial_Number_Plan
Table 149: Indexes for Dial_Number_Plan Table
XAK1Dial_Number_Plan nonclustered, unique, unique key RoutingClientID, WildcardPattern

located on PRIMARY
XPKDial_Number_Plan clustered, unique, primary key located DialNumberPlanID

on PRIMARY
Table 150: Fields in Dial_Number_Plan Table

NULL
Option
added/updated
Description Additional information about the dial number plan. DESCRIPTION NULL
DialedNumberID Identifies the dialed number associated with the dial DBINT FK NULL
number plan if PostRoute is Y, the dialed number
is used to determine a call type.
DialNumberPlanID A unique identifier for the plan. DBINT PK NOT

NULL
DialNumberPlanType The type of the plan. DBINT NULL
DialString The dial string if PostRoute setting is N. VNAME32 NULL
PostRoute Indicates whether to issue a Post-Routing request if DBCHAR NOT

the dialed number supplied by the agent matches the NULL
WildcardPattern:
• Y = Yes, issue a Post-Routing request.
• N = No, do not issue a Post-Routing request.
RoutingClientID Identifies the routing client associated with the dial DBSMALLINT AK-1, FK
number plan. NOT
NULL
205
All Tables
Dialer

NULL
Option
WildcardPattern A string the system software compares to the dialed VNAME32 AK-1 NOT
number or dial string. The string can contain letters, NULL
digits, asterisks (*), and number signs (#). It can also
include the wildcard characters ? and !. The ?
character represents any single letter. The ! character
represents any string of characters and can appear
only at the end of the pattern.
Dialer
Contains configuration information for each dialer. Use the Blended Agent Configuration option within
Unified ICM Configuration Manager to modify Dialer records.
Related Tables
Peripheral, on page 302 (via PeripheralID)
Dialer_Detail, on page 210 (via DialerID)
Dialer_Half_Hour, on page 216 (via DialerID)
Dialer_Port_Map, on page 222 (via DialerID)
Dialer_Port_Real_Time, on page 223 (via DialerID)
Dialer_Skill_Group_Half_Hour, on page 229 (via DialerID)
Dialer_Skill_Group_Real_Time, on page 232 (via DialerID)
Table 151: Indexes for Dialer Table
XAK1Dialer nonclustered, unique, unique key DialerName

located on PRIMARY
XAK2Dialer nonclustered, unique, unique key ComputerName

located on PRIMARY
XPKDialer clustered, unique, primary key located DialerID

on PRIMARY
206
All Tables
Dialer
Table 152: Fields in Dialer Table

NULL
Option
added/updated.
DialerType Indicate what type of protocol that the Dialer uses. DBINT NOT
The default value is 3. NULL
Other values
1. 1: Not used
2. 2: SCCP
3. 3: SIP

ComputerName The network name of the computer hosting the dialer varchar(64) AK-2 NOT
component. NULL
CPAAnalysisPeriod THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.
Number of milliseconds that the dialer will spend
analyzing. Advanced configuration item.
CPAJitterBufferDelay THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

CPAMaxTermToneAnalysis THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

CPAMaxTimeAnalysis THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Maximum time allowed for analysis in milliseconds.
CPAMinimumValidSpeechTime THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

Minimum number of milliseconds of voice required
to qualify a call as voice detected. Advanced
configuration item.
207
All Tables
Dialer

NULL
Option
CPAMinSilencePeriod THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
Minimum silence period required to classify a call
as voice detected.
CPARecordWaveFile THIS FIELD IS NOT CURRENTLY BEING DBINT AK-2 NOT

USED. IT IS RESERVED FOR FUTURE USE. NULL
Indicates whether the debug setting for recording
wave files should be enabled for the dialer.

NULL
• Y = Yes
• N = No
Description Additional information about the dialer, such as its DESCRIPTION NULL
location.
DialerID A unique identifier for this dialer. DBINT PK NOT

NULL
DialerName A name give to a particular dialer during VNAME32 AK-1 NOT
configuration. NULL
DialToneDetectEnabled Valid options are: DBCHAR NOT

NULL
• Y = Attempt dial tone detection before calling
a contact. (This will ensure that the ACD has
allocated a resource to allow access to the
outside world.)
• N = Do not attempt dial tone detection before
calling a contact.
Enabled Valid options include: DBCHAR NOT

NULL
• Y = The dialer is available for calling contacts.
• N = The dialer is not available for calling
contacts.
208
All Tables
Dialer

NULL
Option
HangupTime The number of seconds to wait after hanging-up a DBINT NOT

port on a dialer card before attempting to use the NULL
port again. (This option is designed to give the
telephone system enough time to sense a hang-up
and release the line.)
IPBridgingEnabled Reserved for future use. DBCHAR NOT

NULL
Default = 'N'.
LocalAreaCode The local area code for this dialer. (This value is varchar(100) NULL
compared to numbers being dialed to determine
whether '1' and the area code should be prefixed to
the dialed number.)
LongDistancePrefix Long distance prefix - previously set in the Dialer varchar(32) NULL
registry.
PeripheralID The peripheral ID for the ACD. DBSMALLINT FK NOT

NULL
PortThrottle THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NULL
Calls per second allowed in any one second for any
one dialer. Calls will be distributed evenly over the
time interval.
PredictiveCorrectionPace THIS FIELD IS NOT CURRENTLY BEING DBINT NOT

A correction is applied to the Lines per Agent when
the voice calls exceeds "PredictiveConnectionPace"
calls. The default is 100.
PredictiveGain THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NOT

The PredictiveGain term controls the overall rate of
corrective adjustment for the Lines per Agent. This
is the multiplier for the Proportional corrective term
in the algorithm. The default is 14.
209
All Tables
Dialer_Detail

NULL
Option
PredictiveHistoricGain THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NOT
The Historic Gain term calculates an additional
correction based on the last 5 measurement sets. As
a default, it should be set to half the PredictiveGain.
It attempts to correct for systematic undershooting
or overshooting over several correction cycles. The
default is 7.
PredictiveLowAbandonGain THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NOT

Multiplier for the Proportional term when the
measured Abandoned Call Rate is less than the target
rate. This compensates for the fact that the upside
difference between the target and measured
Abandoned Call Rate can be much larger than the
downside difference. The default is 1.5.
PrefixDigits Dial a prefix string before the regular phone number. varchar(32) NULL
(This would be used, for example, to dial a '9' to
reach an external line.)
TenDigitDialEnabled Valid options are: DBCHAR NOT

NULL
• Y = Aways dial the area code instead of
stripping it out for local numbers.
• N = Strip out the area code for local numbers.
Dialer_Detail
This table is in the Blended Agent category. (See Blended Agent (Outbound Option), on page 561.) To see
This table can become large. Running custom reporting queries against it while it is on the HDS can degrade
performance. To optimize performance, extract the data from the HDS into your own custom database on a
separate server (that other Unified ICM/Unified CCE components do not use). Use only DBDateTime (date
and time of the record that was written to the HDS database) to extract the data. You can index the table on
the custom database according to the custom reporting needs.
Note If Outbound Option was not selected during setup, this table contains no data.
This historical table tracks data on all outbound attempts, including personal callback attempts and preview
calls that an agent skips.
210
All Tables
Dialer_Detail
Note Unified CCE and G3 Support: The Dialer_Detail table is supported for Unified CCE only. Dialer Detail
records are not supported for the G3 dialer. Some records might be written to the Dialer_Detail table for older
G3 dialers, but do not use the records.
Related Tables
• Campaign, on page 143(through CampaignID)
• Campaign_Skill_Group, on page 171 (through CampaignID)
• Dialer, on page 206 (through DialerID)
• Dialer_Real_Time, on page 225 (through DialerID)
• Query_Rule, on page 339 (through QueryRuleID)
Table 153: Indexes for Dialer_Detail Table
XPKDialer_Detail Primary key RecoveryKey
XIE1Dialer_Detail Inversion key DbDateTime
XIE2Dialer_Detail Inversion key CampaignReportingDateTime
XIE3Dialer_Detail Inversion key RouterCallKey, RouterCallKeyDay
XIE4Dialer_Detail Inversion key CallGUID
XIE5Dialer_Detail Inversion key DateTime
Table 154: Fields in Dialer_Detail Table

NULL
Option
AccountNumber Customer account number. VARCHAR(128) NULL
ActiveThreshold The calculated active threshold during the period DBINT NULL
for computing the noise floor.
AgentPeripheralNumber PeripheralNumber / AgentID of the Agent that VARCHAR(32) NULL

handled the call.
CallbackPhone The phone number at which the customer requested VARCHAR(20) NULL
to be called back. This field remains populated with
customer-requested callback numbers for all personal
callback calls or regular callback calls.
211
All Tables
Dialer_Detail

NULL
Option
CallbackDateTime The UTC date and time when the customer is DBSMALLDATE NULL
re-tried.
CallDuration Only used for the SIP Dialer. For all other dialers, DBINT NULL
this field is reserved for future use.
The call duration of the outbound call in
milliseconds starting when the Dialer initiates the
call to the customer. It is the time difference between
when the reservation call starts and the outbound
call ends.
(Time the agent is in reserved state + Call Setup
Time + Agent Talktime + Agent Wrap-up Time(if
configured))
Note CallDuration does not include Agent
Wrap-up Time if the call is transferred
before entering wrap-up. The Call
Disposition for transfer is 28 or 29.
CallGUID An identifier assigned to the call by the SIP Dialer. VARCHAR(32) IE4
NULL
CallResult Telephony call result (busy, no answer, and so on) DBINT NULL
or agent reservation attempt result (Agent Rejected
Call, Unable to reserve, and so on). For the field
values that can populate CallResult, see Dialer
Detail: CallResult, on page 598.
CallResultDetail Reserved for future use DBINT NULL
CallStatusZone1 Status of the customer record for Zone1. For the CHAR(1) NULL
values that can populate this field, see Dialer Detail:
CallStatusZone, on page 599.
CallStatusZone2 Status of the customer record for Zone2. For the CHAR(1) NULL
values that can populate this field, see Dialer Detail:
CallStatusZone, on page 599.
CampaignReportingDateTime This value indicates interval date time that Router DBDATETIME IE2
used TCD record to calculate Call Type related
NULL
historical data.
CampaignID The campaign that the call was placed for. DBINT FK
NULL
CustomerTimeZone The value is the offset in minutes that the customer DBINT NULL
is from UTC (formerly GMT).
212
All Tables
Dialer_Detail

NULL
Option
DateTime The UTC date and time at the start of the interval DBDATETIME IE5
when the row was generated.
NOT
NULL
DbDateTime DateTime (in Central Controller local time) when DBDATETIME IE1
the records are written to the HDS database. The
NULL
logger database has NULL for this column.
DialerID DialerID of the dialer where the outbound call was DBINT FK
initiated.
NULL
DialingListID Unique identifier from the dialing list DBINT NULL

(DL_<CampaignID>_<QueryRuleID>) table in the
outbound database.
If the attempt is a Personal Callback, then this unique
identifier refers to the PersonalCallbackListID field
in the Personal_Callback_List table in the outbound
database.
DialingMode Campaign mode the call was called. For field values, DBINT NULL
see Dialer Detail: DialingMode, on page 600.
FirstName First name of the contact VARCHAR(50) NULL
FutureUseInt1 For SIP Dialer only. DBINT NULL

The internal reference ID used to identify failure
occurring at the Dialer.
The possible values are:
50100 = TRANSFER VALIDATION FAILURE
50101 = TRANSFER DEVICE FAILURE
50102 = INVALID STATIC ROUTE
50103 = STATIC ROUTE PING FAILURE
50104 = TRANSFER TIMEOUT for VOICE call
50105 = TRANSFER TIMEOUT for Answering
Machine Call
50106 = INVALID PROVISIONAL MSG
50107 = 100REL UNSUPPORTED
FutureUseInt2 For SIP Dialer only. DBINT NULL

The value is the ISDN Q931 Disconnect Cause Code
the SIP Dialer receives from gateway.
213
All Tables
Dialer_Detail

NULL
Option
FutureUseInt3 - FutureUseInt8 Reserved for future use. DBINT NULL
FutureUseVarChar1 For SIP Dialer only. VARCHAR(64) NULL

The IP address for a gateway that makes an outbound
call. In the deployment where the SIP Dialer
connects to the SIP Proxy, the IP address is gateway
that is selected to make the outbound call.
FutureUseVarChar2-4 Reserved for future use. VARCHAR(64) NULL
IdleTime Amount of time a record is stored at a dialer. DBINT NULL
ImportRuleDateTime The Unified ICM Central Controller date and time DBDATETIME NULL
when the record was imported.
InternalUse1 - InternalUse11 Do not use these fields. DBINT NULL
LastName Last name of the contact VARCHAR(50) NULL
MaxActiveGlitchTime Maximum amount of time that signal is detected as DBINT NULL

active glitch (in mS).
MaxPostSpeechSilenceGlitchTime Maximum amount of time that signal is detected as DBINT NULL

post speech silence glitch (in mS).
MaxZCRstdev Maximum ZCR standard deviation during the tone DBINT NULL
determination.
NoiseThreshold The calculated noise threshold during the period for DBINT NULL
computing the noise floor.
NumOfActiveGlitches The total numbers of active glitches before a speech DBINT NULL
energy is detected, or during the
CPAMaxTermToneAnalysis period.
NumOfPostSpeechSilenceGlitches The total numbers of post speech silence glitches. DBINT NULL
PeripheralCallKey An identifier for the call that is provided by Unified DBINT NULL
CM and is unique to the Unified CM cluster.
PeripheralID Peripheral ID for the peripheral that the Agent is DBINT FK

associated with.
NULL
Phone Phone number that was called. VARCHAR(20) NULL
PhoneExt Phone extension that was imported. VARCHAR(8) NULL
214
All Tables
Dialer_Detail

NULL
Option
PhoneID The identifier of the phone that was dialed. This can DBINT NULL
be any of phones 1 to 10. This field should be NULL
for both Personal Callback calls and Regular
Callback calls.
PhoneIndex Phone index in the campaign target sequence. This DBINT NULL
field should be NULL for both Personal Callback
calls and Regular Callback calls.
PickupTime The time period the first active voice energy is DBINT NULL
detected after the customer answered the call in
milliseconds.
PortNumber Reserved for future use DBINT NULL
PreviewTime The time that the Agent took to Accept, Skip, or DBINT NULL
Reject a customer call when the skill group is in
preview mode and direct preview mode.
ProtocolID Internal reference ID used to identify the component DBINT NULL

class (PBX/VRU/ACD).
• NULL for all DialerDetail records prior to 8.0.
• 1 = SCCP
• 2 = SIP
QueryRuleID The query rule that the call was placed for. DBINT FK
NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 Clustered

internally by the Unified ICM/Unified CCE software Index, Not
to track the record. Null
ReservationCallDuration The call duration (in milliseconds) that agent was DBINT NULL
reserved. In preview mode, this includes the time of
the last preview and the time for dialing, performing
CPA, and transferring the customer call to the agent.
RouterCallKey A call key counter created and set by the system DBINT IE3
software. This value forms the unique portion of the
NULL
64-bit key for the call. The system software resets
this counter at midnight.
215
All Tables
Dialer_Half_Hour

NULL
Option
RouterCallKeyDay The day that the call was taken and the Dialer_Detail DBINT IE3
record was created. This field contains a value only
NULL
for calls that were translation-routed or post-routed
to or from an ACD.
Together with RouterCallKey, the Day value forms
a unique 64-bit key for the call. The Dialer might
not have this information for all calls. If it does, you
can track all states of a call between the
Route_Call_Detail and the Dialer_Detail tables by
using the cradle-to-grave call tracking facility. (For
calls that span a day, the day may not correspond to
the day specified in the DateTime field.)
SilencePeriod Amount of time that the signal is silent after speech DBINT NULL
detection to declare a live speech (in mS).
SkillGroupSkillTargetID Skill Group ID of the agent who handled the call. DBINT NULL
TermToneDetectionTime Amount of time that the answering machine DBINT NULL

terminating tone is detected after declaring
answering machine detection (in mS).
to the west of UTC.
ValidSpeechTime ValidSpeechTime: Amount of time that energy is DBINT NULL

active for declaring speech energy.
WrapupData Wrap up data that the outbound agent entered. VARCHAR(40) NULL
ZoneIndex The zone that was active at the time that the attempt DBSMALLINT NULL
was made. This can be 0 or 1. This field should be
NULL for both Personal Callback calls and Regular
Callback calls.
Dialer_Half_Hour
Contains statistics produced by Blended Agent when a dialing list is executed. Each row provides half-hour
statistics for a particular dialer.
216
All Tables
Dialer_Half_Hour
Related Table
Dialer, on page 206 (via DialerID)
Table 155: Indexes for Dialer_Half_Hour Table
XAK1Dialer_Half_Hour nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Dialer_Half_Hour nonclustered located on PRIMARY DbDateTime
XPKDialer_Half_Hour clustered, unique, primary key located DateTime, DialerID, TimeZone

on PRIMARY
Note The Dialer_Interval Table will be populate with 30/15 minute reporting data, depending on the Historical
Reporting Interval setting for the PG. The Dialer_Half_Hour Table will not be populated with this data.
Table 156: Fields in Dialer_Half_Hour Table

NULL
Option
AbandonDetectToHalf The number of calls made during the half hour DBINT NULL
interval that were abandoned.

period that were rejected by the agent (these

AllPortsBusyCountToHalf Reserved for future use. DBINT NULL
AnsweringMachineDetectToHalf The number of calls made during the half hour DBINT NULL
interval in which an answering machines was
detected.
BusyDetectToHalf The number of calls in the half-hour period that DBINT NULL
217
All Tables
Dialer_Half_Hour

NULL
Option
CancelledDetectToHalf The number of calls in a half-hour period that were DBINT NULL
dropped while ringing the customer's telephone.
ContactsDialedToHalf The number of contacts dialed during the half hour DBINT NULL
interval.
telephone.
DateTime The Central Controller date and time at the start of DBSMALLDATE PK NOT
the half-hour interval. NULL
DialerID The dialer to which these statistics refer. DBINT PK, FK

NOT
NULL
DialingTimeToHalf The total time all ports configured on the dialer spent DBINT NULL
dialing contacts during this half hour interval. This
includes time spent in transfer and call progress
detection.

FutureUseInt1 This field is temporarily being used to report the DBINT NULL
number of reservation calls that this Dialer attempted
during this half hour.
FutureUseInt2 This field is temporarily being used to record the DBINT NULL
amount of time all dialer ports were busy during this
half hour. The time is recorded in seconds.
IdlePortTimeToHalf The total time all ports configured on the dialer spent DBINT NULL
idle during a 30 minute interval.
218
All Tables
Dialer_Half_Hour

NULL
Option

detected a network answering machine.
NoAnswerDetectToHalf The number of calls made during the half hour DBINT NULL
interval which were not answered.
NoDialToneDetectToHalf The number of calls in a half-hour period not DBINT NULL

receiving dial tone.
NoRingBackDetectToHalf The number of calls in the current half hour period DBINT NULL
no-value call.
RecoveryKey A value used internally by the system software to DBFLT8 AK-1 NOT
track virtual time. NULL
ReservePortTimeToHalf The total time all ports configured on the dialer spent DBINT NULL
reserving agents during the 30 minute interval. This
may also include time in queue if the reservation
script is using a queue node.
SITToneDetectToHalf The number of calls made during the half-hour DBINT NULL
interval in which SIT tones were detected.
to the west of UTC.
VoiceDetectToHalf The number of calls made during the half-hour DBINT NULL
interval in which a voice was detected.
WrongNumberCountToHalf The number of calls where the customer phone DBINT NULL
there).
219
All Tables
Dialer_Interval
Dialer_Interval
This section describes the Dialer Interval table.
Table 157: Fields in Dialer_Interval Table

NULL
Option
AbandonDetect The number of calls made during the reporting DBINT NULL
interval that were abandoned.
AbandonToIVR The number of calls in a reporting interval period DBINT NULL

that had to be abandoned. However, instead of
hanging-up on a customer, the call was transferred
to an IVR which played a message to the customer.
AgentClosedDetect The number of preview/callback calls in a reporting DBINT NULL

interval period that the agent rejected. (These
customers are not dialed.
AgentRejectedDetect The number of preview/callback calls in a reporting DBINT NULL

interval period that the agent rejected.
AllPortsBusyCount Reserved for future use. DBINT NULL
AllPortsBusyTime Time (in seconds) when all ports were utilized, and DBINT NULL
some dialer operations were not attempted because
of a lack of port resources.
AnsweringMachineDetect The number of calls made during the reporting DBINT NULL
interval in which an answering machine was
detected.
BusyDetect The number of calls in the reporting interval period DBINT NULL
that detected a busy signal.
CallbackCount The total number of records scheduled for a callback. DBINT NULL
CancelledDetect The number of calls in a reporting interval period DBINT NULL

that were dropped while ringing the customer's
phone.
ContactsDialed The number of contacts dialed during the reporting DBINT NULL
interval.
CustomerAbandonDetect The number of calls in a reporting interval period DBINT NULL

that the customer abandonded after they picked up
the phone.
CustomerNotHomeCount The number of calls that the wrong party answered; DBINT NULL
the customer was not home.
220
All Tables
Dialer_Interval

NULL
Option
DateTime The Central Controller date and time at the start of DBSMALLDATE PK1, NOT
the reporting interval. NULL
DbDateTime The current date and time stamp when the records DBDATETIME IE1, NULL
DialerID The dialer to which these statistics refer. DBINT PK2, NOT
NULL
DialingTime The total time all ports configured on the dialer spent DBINT NULL
dialing contacts during this reporting interval. This
detection.
FaxDetect The number of calls in a reporting interval period DBINT NULL

that detected a FAX machine.
IdlePortTime The total time all ports configured on the dialer spent DBINT NULL
idle during a 30-minute interval.
LowNoiseVolume (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

NetworkAnsMachineDetect The number of calls in a reporting interval period DBINT NULL

that detected a network answering machine.
NoAnswerDetect The number of calls made during the reporting DBINT NULL
interval which were not answered.
NoDialToneDetect The number of calls in a reporting interval period DBINT NULL

not receiving dial tone.
NoRingBackDetect The number of calls in the current reporting interval DBINT NULL
period that did not receive a ringback tone, that the
carrier or the network disconnected while ringing,
or that were flagged with a data error or a no-value
call.
RecoveryKey A value used internally by the system software to DBFLT8 AK1, NOT
221
All Tables
Dialer_Port_Map

NULL
Option
ReportingInterval This value indicates the period, in minutes, over DBINT NULL
Type Skill Group data. The only valid value is 30
(default).
ReservationCallAttempts The number of times the dialer attempted to reserve DBINT NULL
agents during this interval.
ReservePortTime The total time all ports configured on the dialer spent DBINT NULL
reserving agents during the 30-minute interval. This
may also include time in queue if the reservation
script is using a queue node.
SITToneDetect The number of calls made during the reporting DBINT NULL
interval in which SIT tones were detected.
to the west of UTC.
VoiceDetect The number of calls made during the reporting DBINT NULL
interval in which a voice was detected.
WrongNumberCount The number of calls where the customer phone DBINT NULL
number was incorrect. (The customer did not live
there.)
Dialer_Port_Map
Maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping
to dialer ports. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to
modify Dialer_Port_Map records. The Primary Key (PK) is nonclustered.
Related Table
222
All Tables
Dialer_Port_Real_Time
Table 158: Indexes for Dialer_Port_Map Table
XPKPort_Map clustered, unique, primary key located DialerID, PortNumber

on PRIMARY
Table 159: Fields in Dialer_Port_Map Table

NULL
Option
NOT
NULL
PortNumber Identifies the particular dialer port on this dialer that DBINT PK NOT
matches the ACD port. NULL
Station Identifies the ACD station and its mapping to a dialer varchar(32) NULL
port.
Contains the current status of every telephone line for every dialer in Blended Agent. The Primary Key (PK)
is nonclustered.
Related Tables
223
All Tables

Table 160: Indexes for Dialer_Port_Real_Time Table
XPKDialer_Port_Real_Time clustered, unique, primary key located DialerID, PortNumber

on PRIMARY
Table 161: Fields in Dialer_Port_Real_Time Table

NULL
Option
AccountNumber If the port is dialing, this value is the account number VNAME32 NULL
(if available) being dialed.
CampaignID If the port is dialing, this value indicates the DBINT FK NULL
campaign from which the contact being dialed was
retrieved.
DateTime The Central Controller date and time at which each DBDATETIME NOT
row was saved. NULL

NOT
NULL
PhoneNumber If the port is dialing, this value is the phone number varchar(32) NULL
being dialed.
PortNumber The dialer port (line) number within the current DBINT PK NOT
dialer. NULL
PortStatus The current line status (for example, dialing, DBINT NOT
on-hook, off-hook). To see the list of values, see NULL
Port Status, on page 605
.
224
All Tables
Dialer_Real_Time

NULL
Option
QueryRuleID If the port is dialing, this value identifies the query DBINT FK NULL
rule from which the contact being dialed was
retrieved.
Dialer_Real_Time
Contains statistics produced by Blended Agent when a dialing list is executed. Each row provides real-time
statistics for a particular dialer.
The data in this table is reset nightly.
Related table
Table 162: Indexes for Dialer_Real_Time Table
XPKDialer_Log_Real_Time clustered, unique, primary key located DialerID

on PRIMARY
Table 163: Fields in Dialer_Real_Time Table

NULL
Option
AbandonDetectToday The number of calls abandoned by customers since DBINT NULL
midnight.
AbandonToIVRHalf The number of calls in the current 30 minute period DBINT NULL
that had to be abandoned.
However, there was not a hang-up. Instead, the call
was transferred to an IVR that played a message to
the customer.
AgentClosedDetectHalf Number or preview/call-back calls that were rejected DBINT NULL

by the agent in the current 30 minute period. (These
customers will not be dialed.)
AgentRejectedDetectHalf Number or preview/call-back calls that were rejected DBINT NULL

by the agent in the current 30 minute period.
225
All Tables
Dialer_Real_Time

NULL
Option
AllocatedPorts (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
The number of ports configured now.
AllPortsBusyToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of times all ports were busy today.
AllPortsBusyToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of times all ports were busy during the
last 30 minute interval.
AnsweringMachineDetectToday The number of answering machines detected since DBINT NULL

midnight.
BusyDetectToday The number of busy signals detected since midnight. DBINT NULL
CallbackCount The total number of records scheduled for a DBINT NULL

call-back.
CancelledDetectHalf The number of calls in the current 30 minute period DBINT NULL
that were dropped while ringing the customer phone.
ContactsDialedToday The number of attempted calls since midnight. DBINT NULL
ContactsDialedToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The number of attempted calls within a half-hour
period.
CTI_Status (THIS FIELD IS NOT CURRENTLY BEING Char(1) NULL

Status of the CTI connection.
CustomerAbandonDetectHalf In the current half-hour period, the number of calls DBINT NULL
that were abandoned by the customer after they
picked up the phone
CustomerNotHomeCount Number of calls in a 30 minute period that were DBINT NULL

phone.
CustomerPortTimeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total time all ports configured on the dialer spent
dialing contacts today. This includes time spent in
transfer and call progress detection.
226
All Tables
Dialer_Real_Time

NULL
Option
CustomerPortTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
dialing contacts during the last 30 minutes. This
detection.
DateTime The date and time this record was saved. DBDATETIME NOT
NULL
NOT
NULL
DialerStatus (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
Status of the dialer as observed and reported by the
Campaign Manager.
FaxDetectHalf The number of calls in the current 30 minute period DBINT NULL
that detected a fax machine.
IdlePortTimeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

idle today.
IdlePortTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total time all ports configured on this dialer
spend idle during the last half hour.
MRStatus (THIS FIELD IS NOT CURRENTLY BEING Char(1) NULL

Status of the Media Routing connection.
NetworkAnsMachineDetectHalf The number of calls in the current 30 minute period DBINT NULL
that detected a network answering machine.
NoAnswerDetectToday The number of call attempts that were not answered DBINT NULL
since midnight.
227
All Tables
Dialer_Real_Time

NULL
Option
NoDialToneDetectHalf The number of calls in the current 30 minute period DBINT NULL
that did not receive dial tone.
NoRingBackDetectHalf The number of calls in the current 30 minute period DBINT NULL
no-value call.
a personal call-back.
RegisteredPorts The number of ports that are in a working state, DBINT NULL
meaning that they are fully registered.
ReservePortTimeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

reserving agents today.
ReservePortTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total time all ports configured on this dialer
spent reserving agents during the last half hour.
SITToneDetectToday SIT tones detected since midnight. DBINT NULL
SITToneDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

VoiceDetectToday The number of calls answered by people since DBINT NULL

midnight.
VoiceDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

The total number of calls ending in an agent
WrongNumberCount The number of calls where the phone number was DBINT NULL
incorrect (the customer did not live there).
228
All Tables
Dialer_Skill_Group_Half_Hour
Provides historical reporting for campaigns running on a dialer. Each skill group maps to a campaign. This
is similar to the dump alloc provided in the dialer traces.
Related Tables
Skill_Group, on page 461 (via SkillGroupSkillTargetID)
Table 164: Indexes for Dialer_Skill_Group_Half_Hour Table
XAK1Dialer_Skill_Group_Half_Hour nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XIE1Dialer_Skill_Group_Half_Hour nonclustered located on PRIMARY DbDateTime
XPKDialer_Skill_Group_Half_Hour clustered, unique primary key located on DialerID, DateTime,

PRIMARY SkillGroupSkillTargetID, TimeZone
Table 165: Fields in Dialer_Skill_Group_Half_Hour Table

NULL
Option
AbandonDetectToHalf The number of calls in a half-hour period where the DBINT NULL

AgentPercentToHalf Configured by the script editor, this is the percent DBFLT4 NULL
of agents within the skill group that the dialer is
allowed to reserve.
229
All Tables

NULL
Option
AnsweringMachineDetectToHalf The number of calls in a half-hour period that DBINT NULL

BusyDetectToHalf The number of calls in a half-hour period that DBINT NULL

CancelledDetectToHalf The number of calls in a half-hour period where the DBINT NULL
ContactsAttemptedToHalf The number of attempted calls within a half-hour DBINT NULL

period.
telephone.
the interval. NULL
DialerID The unique identifier of the Dialer. DBINT PK, FK

NOT
NULL
DialerSkillGroupEnabled Indicates whether all of the necessary factors are in Char(1) NULL
place to be dialing right now. (Y or N) This includes,
but is not limited to, campaign activation and having
available agents.
DialerSkillGroupMode Mode of the campaign for this dialer as set in script Char(1) NULL
editor for this skill group. (N=None, P=Preview,
R=Predictive/Progressive, A=Callback)
DialerSkillGroupType Type or direction of the campaign as set in the script Char(1) NULL
editor for this skill group (N=None, I=Inbound,
O=Outbound, B=Blended)

230
All Tables

NULL
Option
LinesPerAgentToHalf Number of lines being dialed per agent right now. DBFLT4 NULL
LowNoiseVolumeToHalf Number of calls where the voice energy was not DBINT NULL

NoAnswerDetectToHalf The number of calls in a half-hour period that were DBINT NULL
not answered.
NoDialToneDetectToHalf The number of calls in a half-hour period that did DBINT NULL
NoRingBackDetectToHalf The number of calls in a half-hour period that did DBINT NULL
RecoveryKey The unique record identifier. DBFLT8 AK1 NOT

NULL
SITToneDetectToHalf The number of calls in a half-hour period that DBINT NULL
SkillGroupSkillTargetID The unique identifier of the skill group. DBINT PK, FK

NOT
NULL
to the west of UTC.
VoiceDetectToHalf The total number of calls ending in an agent DBINT NULL

231
All Tables
Dialer_Skill_Group_Real_Time

NULL
Option
WrongNumberCountToHalf The number of calls where the customer's phone DBINT NULL
there).
Real time reporting for how campaigns are running on a dialer. Each skill group maps to a campaign. This is
similar to the dump alloc provided in the dialer traces.
Related Tables
Skill Group (via SkillGroupSkillTargetID)
Table 166: Indexes for Dialer_Skill_Group_Real_Time Table
XPKDialer_Skill_Group_Real_Time clustered, unique primary key located on DialerID, SkillGroupSkillTargetID

PRIMARY
Table 167: Fields in Dialer_Skill_Group_Real_Time Table

NULL
Option
AgentPercent Configured by the script editor, this is the percent DBFLT4 NULL
of agents within this skill group that the dialer is
allowed to reserve.
AnsweredCountToday Count of calls that were answered today. This DBINT NULL
includes calls where agent marked the calls as a
Wrong Number or Not Home.
232
All Tables

NULL
Option
AnsweredCountTo5 Count of calls that were answered to five. This DBINT NULL
AnsweredCountToHalf Count of calls that were answered to half. This DBINT NULL
CallsAbandonedToday Calls abandoned during this time period. DBINT NULL
CallsAbandonedTo5 Calls abandoned during this time period. DBINT NULL
CallsAbandonedToHalf Calls abandoned during this time period. DBINT NULL
CallsAttemptedToday Calls attempted during this time period. DBINT NULL
CallsAttemptedTo5 Calls attempted during this time period. DBINT NULL
CallsAttemptedToHalf Calls attempted during this time period. DBINT NULL
CallsCancelledToday Calls cancelled during this time period. DBINT NULL
CallsCancelledTo5 Calls cancelled during this time period. DBINT NULL
CallsCancelledToHalf Calls cancelled during this time period. DBINT NULL
CampaignID The unique identifier for the Campaign. DBINT FK NULL
DateTime The central controller date and time at the start of DBDATETIME NOT
the interval. NULL
DialerID The unique identifier of the Dialer. DBINT PK, FK

NOT
NULL
DialerSkillGroupEnabled Indicates whether all of the necessary factors are in Char(1) NULL
place to be dialing right now (Y or N). This includes,
but is not limited to, campaign activation and having
available agents.
DialerSkillGroupMode Mode of the campaign for this dialer as set in script Char(1) NULL
editor for this skill group. (N=None, P=Preview,
R=Predictive/Progressive, A=Callback)
DialerSkillGroupType Type or direction of the campaign as set in the script Char(1) NULL
editor for this skill group (N=None, I=Inbound,
O=Outbound, B=Blended)
ErrorCountToday Errors detected during this time period including no DBINT NULL
ringback, reorder, no dialer tone.
233
All Tables
Enterprise_Route

NULL
Option
ErrorCountTo5 Errors detected during this time period including no DBINT NULL
ErrorCountToHalf Errors detected during this time period including no DBINT NULL
IdleRecords Number of available records in the cache to dial right DBINT NULL
now.
LinesPerAgent Number of lines being dialed per agent right now. DBFLT4 NULL
SkillGroupSkillTargetID The unique identifier of the Skill Group. DBINT PK, FK

NOT
NULL
UsedRecords Number of records being used for dialing right now. DBINT NULL
VoiceCountToday Customers contacted during this time period. DBINT NULL
VoiceCountTo5 Customers contacted during this time period. DBINT NULL
VoiceCountToHalf Customers contacted during this time period. DBINT NULL
Enterprise_Route
This table is one of the Enterprise tables (see Enterprise, on page 567). For database rules see Enterprise Tables,
on page 634.
Each row defines an enterprise-wide route composed of routes from different peripherals. Use Unified ICM
Configuration Manager to add, update, and delete Enterprise_Route records. The Primary Key (PK) is
nonclustered. The AlternateKey (AK) is clustered.
Related Tables
Business_Entity, on page 97 (via EntityID)
Enterprise_Route_Member, on page 235 (via EnterpriseRouteID)
234
All Tables
Enterprise_Route_Member
Table 168: Indexes for Enterprise_Route Table
XAK1Enterprise_Route clustered, unique, unique key located EnterpriseName, EntityID

on PRIMARY
XPKEnterprise_Route nonclustered, unique, primary key EnterpriseRouteID

located on PRIMARY
Table 169: Fields in Enterprise_Route Table

NULL
Option
added/updated.
Description Additional information about the enterprise route. DESCRIPTION NULL
EnterpriseName An enterprise name for this enterprise route. This VNAME32 AK-1 NOT
name must be unique among all enterprise routes NULL
within the business entity.
EnterpriseRouteID Unique identifier for this enterprise route. DBINT PK NOT

NULL
EntityID If partitioning is enabled, indicates the business DBINT AK-1, FK
entity to which this enterprise route belongs. NOT
NULL
Enterprise_Route_Member
on page 634.
It maps routes to enterprise routes. Use Unified ICM Configuration Manager to add, update, and delete
Enterprise_Route_Member records.
Related Table
Enterprise_Route, on page 234 (via EnterpriseRouteID)
235
All Tables
Enterprise_Service
Table 170: Indexes for Enterprise_Route_Member Table
XPKEnterprise_Route_Member clustered, unique, primary key located EnterpriseRouteID, RouteID

on PRIMARY
Table 171: Fields in Enterprise_Route_Member Table

NULL
Option
EnterpriseRouteID Foreign key from the Enterprise_Route table. DBINT PK, FK
NOT
NULL
RouteID Foreign key from the Route table. DBINT PK, FK
NOT
NULL
Enterprise_Service
on page 634.
Each row defines an enterprise-wide service composed of services from different peripherals. Use Unified
ICM Configuration Manager to add, update, and delete Enterprise_Service records.
Related Tables
Enterprise_Service_Member, on page 237 (via EnterpriseServiceID)
Table 172: Indexes for Enterprise_Service Table
XAK1Enterprise_Service nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY
XPKEnterprise_Service clustered, unique, primary key located EnterpriseServiceID

on PRIMARY
236
All Tables
Enterprise_Service_Member
Table 173: Fields in Enterprise_Service Table

NULL
Option
added/updated.
Description Additional information about the enterprise service. DESCRIPTION NULL

EnterpriseName An enterprise name for this enterprise service. This VNAME32 AK-1 NOT
name must be unique among all enterprise services NULL
EnterpriseServiceID Unique identifier for this enterprise service. DBINT PK NOT

NULL
entity to which the enterprise service belongs. NOT
NULL
Enterprise_Service_Member
on page 634.
It maps services to enterprise services. Use Unified ICM Configuration Manager to add or delete
Enterprise_Service_Member records.
Related tables
Enterprise_Service, on page 236 (via EnterpriseServiceID)
Service, on page 422 (via SkillTargetID)
Table 174: Indexes for Enterprise_Service_Member Table
XIE1Enterprise_Service_Member nonclustered located on PRIMARY SkillTargetID
XPKEnterprise_Service_Members clustered, unique, primary key located EnterpriseServiceID, SkillTargetID

on PRIMARY
237
All Tables
Enterprise_Skill_Group
Table 175: Fields in Enterprise_Service_Member Table

NULL
Option
EnterpriseServiceID Foreign key from the Enterprise Service table. DBINT PK, FK
NOT
NULL
SkillTargetID Foreign Key from the Service table. DBINT PK, FK,
IE-1 NOT
NULL
Enterprise_Skill_Group
on page 634.
Each row defines an enterprise-wide skill group composed of skill groups from different peripherals. Use
Unified ICM Configuration Manager to add, update, and delete Enterprise_Skill_Group records.
Related Tables
Enterprise_Skill_Group_Member, on page 239 (via EnterpriseSkillGroupID)
Table 176: Indexes for Enterprise_Skill_Group Table
XAK1Enterprise_Skill_Group nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY
XPKEnterprise_Skill_Group clustered, unique, primary key located EnterpriseSkillGroupID

on PRIMARY
Table 177: Fields in Enterprise_Skill_Group Table

NULL
Option
added/updated.
Description Additional information about the enterprise skill DESCRIPTION NULL

group.
238
All Tables
Enterprise_Skill_Group_Member

NULL
Option
EnterpriseName An enterprise name for this enterprise skill group. VNAME32 AK-1 NOT
This name must be unique among all enterprise skill NULL
groups within the business entity.
EnterpriseSkillGroupID Unique identifier for this enterprise skill group. DBINT PK NOT
NULL
entity to which the enterprise skill group belongs. NOT
NULL
Enterprise_Skill_Group_Member
on page 634.
It maps skill groups to enterprise skill groups. Use Unified ICM Configuration Manager to add or delete
Enterprise_Skill_Group_Member records
Related Tables
Enterprise_Skill_Group, on page 238 (via EnterpriseSkillGroupID)
Skill_Group, on page 461 (via SkillTargetID)
Table 178: Indexes for Enterprise_Skill_Group_Member Table
XIE1Enterprise_Skill_Group_Mem nonclustered located on PRIMARY SkillTargetID
XPKEnterprise_Skill_Members clustered, unique, primary key located EnterpriseSkillGroupID, SkillTargetID

on PRIMARY
Table 179: Fields in Enterprise_Skill_Group_Member Table

NULL
Option
EnterpriseSkillGroupID Foreign Key from the Enterprise Skill Group table. DBINT PK, FK
NOT
NULL
239
All Tables
Event

NULL
Option
SkillTargetID Foreign Key from the Skill Group table. DBINT PK, FK,
IE-1 NOT
NULL
Event
Contains system events generated by the system software.
Table 180: Indexes for Event Table
XIE1Event nonclustered located on PRIMARY CentralControllerFileTime
XIE2Event nonclustered located on PRIMARY MessageId
XPKEvent clustered, unique, primary key located RecoveryKey

on PRIMARY
Table 181: Fields in Event Table

NULL
Option
BinData Optional event binary data. image NULL
Category The type of message. VNAME32 NULL
CentralControllerFileTime File Time event was processed at the Central DBDATETIME IE-1 NOT
Controller. NULL
CentralControllerTimeZone Time zone at the Central Controller. The value is DBINT NOT
the offset in minutes from UTC (formerly called NULL
GMT).
CentralControllerVirtualTime Virtual Time event was processed at the Central DBINT NOT
Controller. NULL
CustomerId The customer ID. DBINT NOT

NULL
240
All Tables
Event

NULL
Option
Dword2 Optional event DWORD DBINT NULL
MessageId Message ID from message compiler. DBINT NOT

NULL
MessageString Contents of message. DESCRIPTION NULL
ProcName Name of the process that originated the event. VNAME32 NOT
NULL
RecoveryDay A value used internally by the system software to DBINT NOT
Severity The level of the message. varchar(16) NULL
Side Side of event originator: DBCHAR NOT

NULL
• A orB = Paired processes
• \0 = A non-paired process
SourceFileTime File time event was generated (originator's time). DBDATETIME NOT
NULL
SourceSystemName Name of the node that generated the event. VNAME32 NULL
SourceVirtualTime Virtual time event was generated (originator's time). DBINT NOT
NULL
StatusCode Status code value. DBINT NOT
NULL
StatusCodeString String associated with the status code. DESCRIPTION NULL
StatusCodeType Classification of the value in StatusCode field. DBSMALLINT NOT

NULL
241
All Tables
Expanded_Call_Variable

NULL
Option
SystemId DMP system ID of the event originator. For a DBSMALLINT NOT

CallRouter or Logger, this value is always 0. NULL
SystemType The type of system that generated the event. To see DBSMALLINT NOT
the list of values, see Event Fields, on page 601. NULL
VersionNum EMS version number. DBSMALLINT NOT

NULL
Each row describes an expanded call variable. Use Unified ICM Configuration Manager to add, update, and
delete Expanded_Call_Variable records.
Related tables
Route_Call_Variable, on page 364 (via ExpandedCallVariableID)
Termination_Call_Variable, on page 533 (via ExpandedCallVariableID)
Table 182: Indexes forExpanded_Call_Variable Table
XAK1Expanded_Call_Variable nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XPKExpanded_Call_Variable clustered, unique, primary key located ExpandedCallVariableID

on PRIMARY
Table 183: Fields in Expanded_Call_Variable Table

NULL
Option
added/updated.
242
All Tables

NULL
Option
NULL
• Y= Yes
• N = No
Description Additional information about the call variable. DESCRIPTION NULL
ECCArray Indicates whether the call variable is an array: DBCHAR NOT

NULL
• Y= Yes
• N = No
Enabled Indicates whether the call variable is currently DBCHAR NOT

enabled: NULL
• Y = Yes
• N = No
EnterpriseName An enterprise name for this call variable. This name VNAME32 AK-1 NOT
must be unique among all expanded call variables NULL
ExpandedCallVariableID A unique identifier for the call variable. DBSMALLINT PK NOT

NULL
GeoTelProvided Indicates whether the call variable is provided by DBCHAR NOT
Cisco: NULL
• Y= Yes
• N= No
MaximumArraySize If the call variable is an array, the maximum number DBINT NULL
of elements in the array: 1 to 255.
MaximumLength The maximum length of the call variable value: 1 to DBINT NOT
210. NULL
243
All Tables
Feature_Control_Set

NULL
Option
Persistent Y or N. Default is N. DBCHAR NOT
NULL
Specifies whether or not each individual ECC
variable is persistent (is written to the historical
database with the TCD or RCD record).
The 'Persistent' value is configurable using the
Expanded Call Context Variable list tool.
For newly-added ECC variables, the checkbox for
the Peristent value is unchecked; that is, the default
value is 'N'. To change the value to 'Y', check this
box in the configuration tool.
In an upgrade, pre-existing ECC variables, which
were previously persistent by default, are not
changed; they remain 'Y'. You may reconfigure them
to 'N'
Note Only persistent ECC variables (those set
to 'Y' ) are written to the database.
Non-persistent ECC variables (those set
to 'N' ) are not written to the database, but
they can be used in routing scripts.
Feature_Control_Set
It contains information about the different feature sets that may be used by different users.
Note The Feature Control Set List tool is not available on a limited AW.
Use Unified ICM Configuration Manager to add, update, and delete Feature_Control_Set records.
Related tables
User_Group, on page 547 (via FeatureSetID)
Customer_Definition, on page 194 (via FeatureSetID)
Table 184: Indexes for Feature_Control_Set Table
XAKFeature_Control_Set nonclustered, unique, unique key located EnterpriseName

on PRIMARY
244
All Tables
ICR_Globals
XPKFeature_Control_Set clustered, unique, primary key located FeatureSetID

on PRIMARY
Table 185: Fields in Feature_Control_Set Table

NULL
Option
ChangeStamp This value is incremented when the record is CHANGESTAMP NOT
changed in the central database. NULL
DateTimeStamp Records the date and time when a record is DateTimeStamp NULL
added/updated.
Description A description of the feature set. DESCRIPTION NULL
EnterpriseName A unique name among all feature sets in the VNAME32 AK NOT
enterprise. NULL
FeatureSetData Contains all the information about the feature set. image NULL
FeatureSetID A unique identifier for this feature set. DBINT PK NOT

NULL
ICR_Globals
Contains a single record containing general information about the Unified ICM configuration. You can use
Unified ICM Configuration Manager to modify some fields of the ICR_Globals records.
Related Tables
Call_Type, on page 98(DefaultCallTypeID maps to Call_Type.CallTypeID)
Network_Vru, on page 295 (DefaultNetworkTargetID maps to Network_VRU.NetworkTargetID)
Table 186: Fields in ICR_Globals Table

NULL
Option
BucketIntervalID The ID for the entry in the Bucket_Interval Table DBINT FK NOT
used for all CallTypes as the default Bucket NULL
Intervals. The default value is 1.
CCDomainName The name of the NT domain that contains the Central VARCHAR(190) NOT
Controller. NULL
245
All Tables
ICR_Globals

NULL
Option
CLIDMaskingDigitsToMask The number of digits of CLID to mask. DBINT NULL
CLIDMaskingEnable Valid options are: DBCHAR NOT

NULL
• Y = CLID masking is enabled.
• N = CLID masking is not enabled.
CLIDMaskingMaskCharacter The character to use when masking digits. varchar(1) NULL
CLIDMaskingRemoveDigits Valid options are: DBCHAR NULL

• Y = Remove digits.
• N = Mask digits.
CallTypeAbandonCallWaitTime The minimum time in seconds an incoming call must DBSMALLINT NULL
be in process (in queue, listening to announcements,
answering prompts) before being considered an
abandoned call if the caller hangs up. The default
value is 5.
CallTypeServiceLevelThreshold The time in seconds to be used as the service level DBINT NULL
threshold. The default value is 20.
CallTypeServiceLevelType Default value that indicates how the system software DBSMALLINT NULL
calculates the service level (that is, how it handles
abandoned calls in CallTypeServiceLevelType
calculating the service level). The default value is
1 - Ignoreabandoned calls.

CompanyName Name of the customer. varchar(32) NULL
CompatibleECCPayloadRules Reserved for future use. DBCHAR NOT

NULL
ContextServiceConnectionData An encrypted connectionData string used to access IMAGE NULL
the Context Service APIs.
The connection data is set when the user registers
with the Context Service using the Unified CCE
Administration web application.
added/updated.
246
All Tables
ICR_Globals

NULL
Option
DefaultCallTypeID Identifies a general default call type. This default is DBINT FK NULL
used if a call does not map to a specific call type and
no default call type is defined for the associated
routing client.
DefaultNetworkTargetID Identifies the default network VRU to use for a DBINT FK NULL
customer that has no network VRU defined or for a
dialed number that is not associated with a customer.
EnableExpandedCallContext Indicates whether expanded call context is enabled DBCHAR NOT

for the Unified ICM. Valid options are: NULL
• Y = ECC is enabled
• N= (Default) ECC is not enabled.
EnableHHThrottle Enable/Disable PG to CC HH Throttling. The default DBCHAR NOT

value is Y. NULL
ExternalAuthentication Enables the use of an external authenticator with the DBCHAR NOT
Configuration Management Service (CMS) for the NULL
LoginName in the Person table. Valid options are:
• Y = External authenticator enabled.
• N= External authenticator not enabled.
ExternalScriptValidation Name of external DLL to be used for script Varchar (255) NULL
validation.
HistoricalReportingInterval The value indicates router to calculate Call Type DBINT NOT
and Call Type Skill Group data for that interval. NULL
Default: 30.
ICRType Valid options include: DBINT NOT

NULL
• 1 = Standard
• 2 = CICM
• 3 = NAM
IPCCDeploymentType Which of the allowed Unified CCE "simplified" DBINT NULL

deployment options the user has selected in the
web-based config "Deployment Wizard".
247
All Tables
ICR_Globals

NULL
Option
IPCCDeploymentState The state of the Unified CCE deployment as known DBINT NOT
by the web-based config "Deployment Wizard." NULL
Values
• 0 - Not Done.
Value 0 inserted at database create-time.
• 1 - Aborted.
• 2 - Done.
KeepNScriptVersions Maximum number of script versions to retain for DBSMALLINT NOT

each master script. If the value is 0, all versions are NULL
retained.
LoginCaseUnique Specifies whether or not LoginNames in the Person DBCHAR NOT

table are case-sensitive. Valid options are: NULL
• Y = Indicates that LoginNames in the Person
table are case sensitive.
• N = Indicates that the case of LoginNames in
the Person table does not matter.
Note (1) Changing this property will cause

ALL person login names in the database
to be changed appropriately. (2) It is
possible that not all person records can
be converted from case sensitive to not
case sensitive or the reverse. This can
happen if changing the case causes a
name conflict with other login names in
the system.
MaxCorrelationNumber The maximum value to be used as a correlation value DBINT NULL

for calls sent to a network VRU.
MaxPartitions The maximum number of partitions that can be DBINT NOT

configured for the system if partitioning is enabled. NULL
MinCorrelationNumber The minimum value to be used as a correlation value DBINT NULL

for calls sent to a network VRU.
MinPasswordLength Specifies a minimum password length for a Person. DBINT NOT

NULL
MinScriptSchedTime The shortest interval, in seconds, at which an DBINT NOT
administrative script can be scheduled. NULL
PQAgentOrdering For future use. DBINT NULL
248
All Tables
ICR_Instance

NULL
Option
PQServiceLevelThreshold For future use. DBINT NULL
PQServiceLevelType For future use. DBSMALLINT NULL
PartitioningIndicator Indicates whether or not partitioning is enabled. DBCHAR NULL
Valid options are:
• Y = Partitioning is enabled.
• N = Partitioning is not enabled.
Note Partitioning was obsoleted in Unified

CCE Release 9.0(1). Database
partitioning, if enabled, prevents upgrade
to Unified CCE Release 11.5(1). You
must remove database partitioning before
running Unified CCE Release 11.5(1)
installer.
PasswordType Indicates if every component on the system can DBSMALLINT NOT

handle encoded passwords (PGs, 3rd Party NULL
applications, and so forth)
• 1 = MD5
• 2 = SHA-2
The default is 1.
SSOEnabled Indicates whether SSO is enabled: DBSMALLINT NOT

NULL
• 0 = SSO not enabled (default)
• 1 = SSO enabled
• 2 = Hybrid, SSO and non-SSO logins are both
in use
ICR_Instance
page 636.
Each row defines an Unified ICM instance. For a Network Applications Manager (NAM), you should configure
an instance for each associated Customer ICM. Use Unified ICM Configuration Manager to create, update,
or delete an Unified ICM instance.
Related Tables
Application_Gateway, on page 74 (via ICRInstanceID)
249
All Tables
ICR_Instance
Customer_Definition, on page 194 (via ICRInstanceID)

ICR_Node, on page 252 (via ICRInstanceID)
Table 187: Indexes for ICR_Instance Table
XAK1ICR_Instance nonclustered, unique, unique key located EnterpriseName

on PRIMARY
XIE1ICR_Instance nonclustered located on PRIMARY NetworkICRInstanceID
XPKICR_Instance clustered, unique,primary key located ICRInstanceID

on PRIMARY
Table 188: Fields in ICR_Instance Table

NULL
Option
added/updated.
Description Any additional information about the instance. DESCRIPTION NULL
EnterpriseName An enterprise name for the instance. This name must VNAME32 AK-1 NOT
be unique for all Unified ICM instances in the NULL
enterprise.
ICRInstanceID A unique identifier for the instance. DBINT PK NOT

NULL
LastUpdateKey Key value this instance received from the NAM with DBBIGINT NULL
the last configuration update.
NetworkICRInstanceID The Network Unified ICM instance, if any, DBINT FK, IE-1
associated with the instance. NULL
Number The number the identifies the instance in Web Setup. DBINT NOT
NULL
Type Indicates whether the instance is Network ICM or DBSMALLINT NOT
a Customer ICM. NULL
250
All Tables
ICR_Locks
ICR_Locks
Contains information about system locks currently held by users.
Table 189: Indexes for ICR_Locks Table
XPKICR_Locks clustered, unique, primary key located LockType, LockID

on PRIMARY
Table 190: Fields in ICR_Locks Table

NULL
Option
added/updated.
DataFld Additional information the system software varchar(255) NULL

maintains for the lock.
DateTime The date and time at which the lock was obtained. DBDATETIME NOT
NULL
LockID Identifies the object that is locked. For example, for DBINT PK NOT
a Script lock, LockID holds the ScriptID value. NULL
LockName The name of the object that is locked. For example, DESCRIPTION NOT
for a Script lock, LockName holds the name of the NULL
script.
LockType The type of the lock. To see values, see ICR Locks DBINT PK NOT
Fields, on page 601. NULL
ReleaseOnSend Indicates whether the system software should DBINT NOT

automatically release the lock when the associated NULL
data are saved to the system database.
SystemName The system from which the user obtained the lock. VNAME32 NOT
NULL
UserName The name of the user who holds the lock. varchar(64) NOT
NULL
251
All Tables
ICR_Node
ICR_Node
page 636.
Each row represents a real- time distributor associated with an Unified ICM instance. On a Network ICM,
you must configure the distributors associated with each Customer ICM. The Network ICM needs this
information to forward certain configuration changes. Use Unified ICM Configuration Manager to create,
modify, or delete an Unified ICM node.
Related Table
ICR_Instance, on page 249(via ICRInstanceID)
Table 191: Indexes for ICR_Node Table
XAK1ICR_Node nonclustered, unique, unique key located EnterpriseName

on PRIMARY
XIE1ICR_Node nonclustered located on PRIMARY ICRInstanceID
XPKICR_Node clustered, unique, primary key located ICRNodeID

on PRIMARY
Table 192: Fields in ICR_Node Table

NULL
Option
ConfigParam Parameters to be passed to the node at initialization. varchar(255) NULL
added/updated.
Description Additional information about the node. DESCRIPTION NULL
DomainName The name of the NT domain that contains the node. varchar(64) NOT
NULL
EnterpriseName An enterprise name for the node. This name must VNAME32 AK-1 NOT
be unique for all nodes in the enterprise. NULL
ICRInstanceID The Unified ICM instance associated with the node. DBINT FK, IE-1
NOT
NULL
ICRNodeID A unique identifier for the node. DBINT PK NOT
NULL
252
All Tables
ICR_View

NULL
Option
SystemName The host name of the machine on which the node VNAME32 NOT
runs. NULL
Type The type of node: DBSMALLINT NOT

NULL
• 1 = Primary Distributor
• 2 = Backup Distributor
ICR_View
This table is in the Schedule category (see Schedule, on page 574). To see database rules, see Schedule Tables,
on page 636.
Each ICR_View describes how the system software interprets the data imported for a schedule. The individual
columns within the view are described in associated View_Column rows.
Related Table
Schedule, on page 399 (via ICRViewID)
View_Column, on page 553 (via ICRViewID)
Table 193: Indexes for ICR_View Table
XAK1ICR_View nonclustered, unique, unique key located EnterpriseName

on PRIMARY
XPKICR_View clustered, unique, primary key located ICRViewID

on PRIMARY
Table 194: Fields in ICR_View Table

NULL
Option
BaseTableName The name of the table in the system from which it VNAME32 NOT
is imported. NULL

added/updated.
253
All Tables
Ids

NULL
Option
Description Additional information about the view. DESCRIPTION NULL
EnterpriseName A unique name for the view. VNAME32 AK-1 NOT

NULL
ICRViewID A unique identifier for the view. DBINT PK NOT
NULL
ReadBaseTable Indicates whether fields in the Schedule Import table DBCHAR NOT
can be read directly rather than through a view. Valid NULL
options are:
• Y = Yes
• N = No
ViewName The name of the view. VNAME32 NOT

NULL
ViewType The type of view. DBINT NOT
NULL
Ids
Indicates whether a specific object type supports row-level security. For those object types that do support
row-level security, the Ids table contains one row for each object of that type.
Related Tables
Object_List, on page 300 (via ObjectType)
Object_Security, on page 301 (via ObjectType + ObjectID)
User_Security_Control, on page 550 (via ObjectType + ObjectID)
Table 195: Indexes for IDs Table
XPKIds clustered, unique, primary key located ObjectType, ObjectID

on PRIMARY
254
All Tables
Import_Log
Table 196: Fields in Ids Table

NULL
Option
ObjectID Identifies a specific object for which row-level DBINT PK NOT
security is supported. If the object type does not NULL
support row-level security, this value is 0.
ObjectType Identifies the object type. DBINT PK, FK

NOT
NULL
ParentObjectID Identifies the object's parent. A value of 0 indicates DBINT NOT
that the object has no parent. NULL
ParentObjectType Identifies the object type of the object's parent. For DBINT NOT
example, a peripheral is a parent to its trunk groups. NULL
A value of 0 indicates that the object has no parent.
Import_Log
on page 636.
Central database only. Contains information about schedule import operations that have been performed. The
system software automatically creates an Import_Log row each time it imports schedule information. The
Primary Key (PK) is nonclustered.
Related Table
Schedule, on page 399 (via ScheduleID)
Table 197: Indexes for Import_Log Table
XAK1Import_Log nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XPKImport_Log clustered, unique, primary key located DateTime, ScheduleID, TimeZone

on PRIMARY
Table 198: Fields in Import_Log Table

NULL
Option
DateTime The date and time when the row was generated. DBDATETIME PK NOT
NULL
255
All Tables
Import_Rule

NULL
Option
LogOperation The operation that was logged; for example Import VNAME32 NOT
or Edit. NULL
Message Indicates 'Success' or describes an error. DESCRIPTION NOT

NULL
RowsCopied The number of rows imported or modified. DBINT NOT

NULL
ScheduleID Identifies the schedule affected. DBINT PK, FK
NOT
NULL
to the west of UTC.
WorkstationName The workstation from which data was imported. VNAME32 NOT
NULL
Import_Rule
Contains a list of all the import rules and their associated import lists. Use the Blended Agent Configuration
option within Unified ICM Configuration Manager to modify Import_Rule records.
Related Tables
Query_Rule, on page 339 (via ImportRuleID)
Import_Rule_Clause, on page 260 (via ImportRuleID)
Import_Rule_History, on page 262 (via ImportRuleID)
Import_Rule_Real_Time, on page 263 (via ImportRuleID)
256
All Tables
Import_Rule
Table 199: Indexes for Import_Rule Table
XAK1Import_Rule nonclustered, unique, unique key located ImportRuleName

on PRIMARY
XPKImport_Rule clustered, unique, primary key located ImportRuleID

on PRIMARY
Table 200: Fields in Import_Rule Table

NULL
Option
APIGenerated Identifies whether this import rule was created using DBCHAR NOT
Option Import Rule tool in the ICM

ContactTableName The name of the contact table into which this file is varchar(64) NOT
to be imported. NULL
added/updated.
DayOfMonth The day of the month to run this import. Only used DBINT NULL
when MonthlyEnabled is set to Y.

NULL
• Y = Yes
• N = No
DelimiterType Indicates whether file is fixed format, comma DBCHAR NOT

delimited, or pipe delimited. NULL
• F = Fixed format
• C = Comma delimited
• P = Pipe delimited

257
All Tables
Import_Rule

NULL
Option
Enabled A flag that indicates whether this import should be DBCHAR NOT
run at the scheduled time: NULL
• Y = Run at scheduled time.
• N = Do not run at scheduled time.
FilePath The directory where the file to be imported is stored. varchar(255) NULL
UNC naming convention.
FilePollingEnabled Valid options include: DBCHAR NOT

NULL
• Y = Import files are imported as soon as they
are created. After the import is complete, the
import file is renamed or deleted.
• N = Import files are not imported as soon as
they are created.
FridayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Friday: NULL
• Y = Perform import every Friday.
• N = Do not perform import every Friday.
ImportRuleID A unique identifier for this import rule. DBINT PK NOT

NULL
ImportRuleName The customer-entered name for this import rule. VNAME32 AK-1 NOT
NULL
258
All Tables
Import_Rule

NULL
Option
ImportType Indicates if this is a Contact Import or a Do-Not-Call DBINT NOT
import: NULL
• Y = The import type is Contact Import.
• N = = The import type is Do-Not-Call.
MondayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Monday: NULL
• Y = Perform import every Monday.
• N = Do not perform import every Monday.
MonthlyEnabled If enabled, this import schedule will run based on DBCHAR NOT
the day of the month instead of the current week NULL
day:
• Y = Import will occur one day per month.
• N = Import will occur on a daily/weekly basis.
OverwriteEnabled Indicates whether a contact table that already exists DBCHAR NOT
should be overwritten: NULL
• Y = Yes, overwrite
• N = = No, append to.
RenameEnabled Valid options include: DBCHAR NOT

NULL
• Y = The import file must be renamed after it
is imported; otherwise, it will be deleted.
• N = The import file need not be renamed.
RenameMaxVersions The number of import tile versions that are DBSMALLINT NOT
maintained. After an import file is imported, its name NULL
can be appended with a .001 through .nnn.
SPPostImportEnabled Not in use.
SPPreImportEnabled Not in use.
SaturdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Saturday: NULL
• Y = Perform import every Saturday.
• N = Do not perform import every Saturday.
259
All Tables
Import_Rule_Clause

NULL
Option
ScheduleStartHours The hour at which the import should start. Hours are DBINT NOT
in 24-hour format and are based on Central NULL
Controller time.
ScheduleStartMinutes The minute at which the import should start, based DBINT NOT
on Central Controller time. NULL
SundayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Sunday: NULL
• Y = Perform import every Sunday.
• N = Do not perform import every Sunday.
ThursdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Thursday: NULL
• Y = Perform import every Thursday.
• N = Do not perform import every Thursday.
TuesdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Tuesday: NULL
• Y = Perform import every Tuesday.
• N = Do not perform import every Tuesday.
WednesdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Wednesday: NULL
• Y = Perform import every Wednesday.
• N = Do not perform import every Wednesday.
Import_Rule_Clause
Defines the portions of an import list to be imported by the Blended Agent Import Rule process. Use the
Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule_Clause
records.
260
All Tables
Import_Rule_Clause
Related Table
Import_Rule, on page 256 (via ImportRuleID)
Table 201: Indexes for Import_Rule_Clause Table
XPKImport_Rule_Clause clustered, unique, primary key located ImportRuleID, SequenceNumber

on PRIMARY
Table 202: Fields in Import_Rule_Clause Table

NULL
Option
DecimalPlaces Indicates how many positions after the decimal DBINT NOT
point. NULL
FieldName The name of the column within the contact table into varchar(64) NOT
which the corresponding field within the import file NULL
will be inserted.
ImportRuleID The import rule to which this clause belongs. DBINT PK, FK
NOT
NULLNULL
IndexColumnEnabled Valid options include: DBCHAR NOT
NULL
• Y = Index will be created on this column.
• N = Index will not be created on this column.
Length The length of the column. DBINT NOT

NULL
261
All Tables
Import_Rule_History

NULL
Option
NullEnabled Valid options include: DBCHAR NOT
NULL
• Y = Column allows a NULL entry.
• N = Column does not allow NULL values.
SequenceNumber The index for clauses within a given import rule. DBINT PK NOT
NULL
StandardColumnType The name of a Blended Agent standard column to DBINT NULL
which this field will default.
Type The data type of the column. DBINT NOT

NULL
Import_Rule_History
Contains the history of every Blended Agent import and shows how many records succeeded and failed.
Related Table
Table 203: Indexes for Import_Rule_History Table
XAK1Import_Rule_History nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XPKImport_Rule_History clustered, unique, primary key located StartDateTime, ImportRuleID, TimeZone

on PRIMARY
Table 204: Fields in Import_Rule_History Table

NULL
Option
BadRecords The number of records that had errors while DBINT NOT
importing. NULL
EndDateTime The date and time when the import was finished. DBDATETIME NOT
NULL
262
All Tables
Import_Rule_Real_Time

NULL
Option
GoodRecords The number of records successfully imported so far. DBINT NOT
NULL
ListImportType 0 = Append, 1 = Overwrite DBINT NULL
ImportType 1 = Contact List, 2 = Do Not Call List DBINT NULL
ImportedToDialingListCount Number of records which were imported to DBINT NULL

DialingLists. This number may be larger than the
number of records in the import if this import list is
associated with more than one campaign query rule.
ImportRuleID The current active import. DBINT PK, FK

NOT
NULL
StartDateTime The date and time when the import was started. DBDATETIME PK NOT
NULL
to the west of UTC.
TotalRecords The total number of records contained in the import DBINT NOT
file. NULL
UnmatchedRegionPrefixCount Number of records which did not match any of the DBINT NULL
existing region prefixes, thus getting the default
campaign time zone.
263
All Tables
Contains the name and current status of the import list that is currently being generated by the Blended Agent
Import Rule process.
Related Table
Table 205: Indexes for Import_Rule_Real_Time Table
XPKImport_Rule_Real_Time clustered, unique, primary key located ImportRuleID

on PRIMARY
Table 206: Fields in Import_Rule_Real_Time Table

NULL
Option
BadRecords The number of records that had errors while being DBINT NULL
imported. (Note: A new-line character with a space
character can result in a bad record. For example, if
you enter 10 customer records into a text file and
then press the Enter key after the 10th record, an
11th "bad record" is created by this process.)
DateTime The date and time when the import was changed. DBDATETIME NOT
NULL
DateTimeStart The date and time at which this import was started. DBDATETIME NULL
GoodRecords The number of records successfully imported so far. DBINT NULL
ImportRuleID The current active import. DBINT PK, FK

NOT
NULL
Status The real-time import status: 380, Import Begin; 385, DBINT NULL
Import Update; 420, Import End; 430, DNC Begin;
450 DNC End.
TotalRecords A count of all records within an import file. DBINT NULL
264
All Tables
Import_Schedule
Import_Schedule
on page 636.
Defines a command that the system software executes periodically to import data into a schedule. Use the
Workforce Management Integration System to schedule import operations.
Related Tables
Table 207: Indexes for Import_Schedule Table
XIE1Import_Schedule nonclustered located on PRIMARY ScheduleID
XPKImport_Schedule clustered, unique, primary key located ImportScheduleID

on PRIMARY
Table 208: Fields in Import_Schedule Table

NULL
Option
AtCommand The command the system software executes to varchar(255) NOT
import the data. NULL

added/updated.
Description Additional information about the schedule import. DESCRIPTION NULL
ImportScheduleID A unique identifier for the Import Schedule record. DBINT PK NOT
NULL
ScheduleID Identifies the Schedule for which the data is DBINT FK NOT
imported. NULL
WorkstationName The host name of the workstation from which the VNAME32 NOT
system software imports schedule data. NULL
Label
This table is in the Route category (see Route, on page 571). To see database rules for these tables, see Device,
on page 564.
265
All Tables
Label
Defines the label that is sent to the routing client for each Network Target value. Use the Unified ICM
Configuration Manager to add, update, and delete Label records.
Related Tables
Dialed_Number, on page 201 (via LabelID)
Dialed_Number_Label, on page 202(via LabelID)
Network_Target, on page 289(via NetworkTargetID)
Network_Vru, on page 295 (via LabelID)
Table 209: Indexes for Label Table
XAK1Label nonclustered, unique, unique key RoutingClientID, Label

located on PRIMARY
XIE1Label nonclustered located on PRIMARY CustomerDefinitionID
XPKLabel clustered, unique, primary key located LabelID

on PRIMARY
Table 210: Fields in Label Table

NULL
Option
CustomerDefinitionID Identifies the customer associated with the label. DBINT FK, IE-1
NULL
added/updated.
Description Additional information about the label. DESCRIPTION NULL
ICRInstanceID For network VRU labels with multiple NAMs, this DBINT FK NULL
field contains a foreign key to identify the Network
Applications Manager (NAM) instance for which
the label is valid.
Label The label to be returned to the routing client. VNAME32 AK-1 NOT
NULL
LabelID Unique identifier for this label. DBINT PK NOT
NULL
266
All Tables
Logger_Admin

NULL
Option
LabelType The type of the label. For the list of values, see DBSMALLINT NOT
LabelType Fields, on page 602. NULL
NetworkTargetID Foreign key from the Network Target table. Each DBINT FK NULL
label maps to one and only one network target.
RoutingClientID Identifies the routing client that can receive this DBSMALLINT AK-1, FK
label. NOT
NULL
Logger_Admin
Contains one record of information for each administrative task the system software applies to the central
database. Specifically, this table tracks Purges and Update Statistics operations. These operations are run
automatically as scheduled jobs.
Table 211: Indexes for Logger_Admin Table
XAK1Logger_Admin nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Logger_Admin nonclustered located on PRIMARY TableName, ScheduledAt, FunctionName
XIE2Logger_Admin nonclustered located on PRIMARY DateTime
XPKLogger_Admin clustered, unique, primary key located RecoveryKey

on PRIMARY
Table 212: Fields in Logger_Admin Table

NULL
Option
DateTime The date and time at which the scheduled job was DBDATETIME IE-2 NOT
submitted. NULL
EndTime Time at which the operation completed. DBDATETIME NULL
FromRecoveryKey For a Purge operation, the recovery key of the DBFLT8 NULL
earliest record purged.
267
All Tables
Logger_Meters

NULL
Option
FunctionName The operation performed; for example, Purge. VNAME32 IE-1 NOT
NULL
RecoveryKey A value used internally by the system software to DBFLT8 PK, AK-1
track the time the record is created. NOT
NULL
Retain For a Purge operation, the number of days records DBINT NULL
are retained. Records older than this are deleted in
the Purge.
RowsPurged For a purge operation, the number of rows purged. DBINT NULL
ScheduledAt Date and time the scheduled job executed. DBDATETIME IE-1 NOT
NULL
StartTime Time at which the operation started. DBDATETIME NULL
TableName The name of the database table on which the VNAME32 IE-1 NOT
operation was performed. NULL
ToRecoveryKey For a Purge operation, the recovery key of the most DBFLT8 NULL
recent record purged.
Logger_Meters
Contains performance information about the Logger process. The Logger process on the Central Controller
creates a new Logger Meters row in the central database every five minutes.
Table 213: Indexes for Logger_Meters Table
XAK1Logger_Meters nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XPKLogger_Meters clustered, unique, primary key located DateTime, TimeZone

on PRIMARY
268
All Tables
Logger_Meters
Table 214: Fields in Logger_Meters Table

NULL
Option
ConfigMessagesTo5 The number of configuration changes written during DBINT NOT
the five-minute interval. NULL
DataMessagesTo5 Number of data messages received in the five-minute DBINT NOT

interval. NULL
DataPagesAllocated Number of data pages allocated. DBFLT8 NOT

NULL
DataPagesUsed Number of data pages used. DBFLT8 NOT
NULL
DateTime Record timestamp (unique). DBSMALLDATE PK NOT
NULL
EMSMessagesTo5 Number of EMS messages received in the DBINT NOT
five-minute interval. NULL
FiveMinuteHistoryTo5 Total number of five-minute records written during DBINT NOT

HalfHourHistoryTo5 Total number of half-hour records written during DBINT NOT

LogPagesAllocated Number of log pages allocated. DBFLT8 NOT

NULL
LogPagesUsed Number of log pages used. DBFLT8 NULL
MDSMessagesTo5 Number of MDS messages received in the DBINT NOT

MessageTimeTo5 Time spent processing messages in the five-minute DBINT NOT

interval, in milliseconds. NULL
RouteCallDetailTo5 Number of Route Call Detail rows written during DBINT NOT
TerminationCallDetailTo5 Number of Termination Call Detail rows written DBINT NOT

during the five-minute interval. NULL
to the west of UTC.
269
All Tables
Logger_Type
Logger_Type
Identifies the Logger type (that is, standard, Customer ICM (CICM), or Network Applications Manager
(NAM)).
Table 215: Fields in Logger_Type Table

NULL
Option
LoggerType The type of Logger: DBINT NOT
NULL
• 1 =Standard
• 2 = CICM
• 3= NAM
Logical_Interface_Controller
This table is in the Device category (see Device, on page 564). For database rules, see Device Tables, on page
633.
Each row corresponds to a (possibly duplexed) Network Interface Controller (NIC) or Peripheral Gateway
(PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the
Logical Interface Controller table. Use Unified ICM Configuration Manager to add, update, and delete
Logical_Interface_Controller records.
Related Tables
Network_Trunk_Group, on page 290 (via LogicalControllerID)
Peripheral, on page 302 (via LogicalControllerID)
Physical_Interface_Controller, on page 321 (via LogicalControllerID)
Routing_Client, on page 388(via LogicalControllerID)
Service_Array, on page 425 (via LogicalControllerID)
Translation_Route, on page 535 (via LogicalControllerID)
Table 216: Indexes for Logical_Interface_Controller Table
XAK1Logical_Interface_Controll nonclustered, unique, unique key located EnterpriseName

on PRIMARY
270
All Tables
Logical_Interface_Controller
XPKLogical_Interface_Controlle clustered, unique, primary key located LogicalControllerID

on PRIMARY
Table 217: Fields in Logical_Interface_Controller Table

NULL
Option
ACDTimeEnabled Indicate pg to generate all peripheral related DBCHAR NOT
historical data based on the ACD time. Default: 'N' NULL

ClientType The type of client the controller provides the DBSMALLINT NOT
interface for. NULL
ConfigParam String containing information, such as logon varchar(255) NULL

information, specific to the interface controller
device. For example: -rtuser UserName -rtpswd
Password
added/updated.

NULL
• Y = Yes
• N = No
Description Additional information about the controller. DESCRIPTION NULL
EnterpriseName An enterprise name for the controller. This name VNAME32 AK-1 NOT
must be unique for all logical controllers in the NULL
enterprise.
HistoricalReportingInterval The value indicates PG to calculate historical data DBINT YES

at that interval. Default: 30
LogicalControllerID Unique identifier for this logical controller. DBSMALLINT PK NOT

NULL
LogicalControllerType The Interface Controller type: DBSMALLINT NOT
NULL
• 2 = PG
• 3 = NIC
PrimaryCtiAddress The address for CTI Server as IP:port (either in varchar(32) NULL
dotted-numeric or name format).
271
All Tables
Machine_Address

NULL
Option
SecondaryCtiAddress The address for the backup CTI Server as IP:port varchar(32) NULL
(either in dotted-numeric or name format)
Machine_Address
This table contains network addresses of the hosts. It is a separate table because a host may have multiple
network address (for example, public, private). The parent is the Machine_Host table.
Table 218: Fields in Machine_Address Table

NULL
Option
Address The connection address (either the IP address or the varchar(256) NOT
hostname). NULL
AddressType The type of address. DBINIT NOT

NULL
Valid values are:
• 1 = Public
• 2 = Private
MachineAddressID The database ID of the row. This is needed for the DBINT NOT
Machine_Service table. NULL
MachineHostID The foreign key to the Machine_Host table. DBINT NOT

NULL
Machine_Connection_Profile
This table is reserved for future use.
Machine_Host
This table contains information about the host. The table stores both VM Host and Virtual Machine information.
Login information is stored in the Machine_Services table as a machine may support more than one service,
each with different authentication credentials.
272
All Tables
Machine_Host
Table 219: Fields in Machine_Host Table

NULL
Option
AutoGenerated Whether the record was autogenerated by the system. DBCHAR NOT NULL
Once a user modifies a record, the value is set to False
('N').
ChangeStamp The change stamp, which is updated every time the CHANGESTAMP NOT NULL
Machine_Host or related Machine_Service rows are
created or modified.
added/updated.
Description The description DESCRIPTION NULL
HostName The host name varchar(256) NULL
MachineHostID The database ID of the row. DBINT NOT NULL
MachineName The external name of the machine. If the machine is varchar(256) NOT NULL
a VM, this would be the VM name.
273
All Tables
Machine_Host

NULL
Option
MachineType DBINT NOT NULL
274
All Tables
Machine_Host

NULL
Option
The type of the host machine; for example, VM Host,
CVP, CVP Reporting Server, Gateway, etc.
Valid values are:
• 1 = VM Host (ESXi Server)
• 2 = Unified CCE Data Server
• 3 = Unified CCE Call Server
• 4 = Unified CVP
• 5 = Unified CM (unknown type)
• 6 = Unified CM Publisher
• 7 = Unified CM Subscriber
• 8 = Unified CVP Reporting Server
• 9 = Coresident Unified IC, Live Data, and Identity
Service Publisher
• 10 = Coresident Unified IC, Live Data, and
Identity Service Subscriber
• 11 = Unified CVP Operations Console Server
• 12 = Finesse
• 13 = Gateway
• 14 = External Social Miner
• 15 = External Unified CM Publisher
• 16 = External Unified CM Subscriber
• 17 = External CVP Reporting Server
• 18 = External CCE HDS
• 19 = External Media Sense
• 20 = External Enterprise Chat and Email
• 21 = External Third Party Multichannel
• 22 = Unified CCE Router
• 23 = Unified CCE Peripheral Gateway
• 24 = Unified CCE LiveData Server
• 25 = Unified CCE Primary AW
• 26 = Unified CCE Secondary AW
275
All Tables
Machine_Host

NULL
Option
• 27 = Unified CCE Progger
• 28 = Unified CCE AW
• 29 = Unified CCE Rogger
• 30 = Enterprise Chat and Email
• 31 = Identity Server Publisher
• 32 = Identity Server Subscriber
• 33 = Finesse Primary
• 34 = Finesse Secondary
• 35 = Standalone Unified IC Publisher
• 36 = Standalone Unified IC Subscriber
• 37 = Cisco Virtualized Voice Browser
• 38 = Data Center
• 39 = Unified CCE Peripheral Gateway for the
remote Data Center
• 40 = Unified CVP for the remote Data Center
• 41 = Finesse Primary for the remote Data Center
• 42 = Finesse Secondary for the remote Data
Center
• 43 = External Unified CVP Reporting server for
remote Data Center
• 44 = External Social Miner for remote Data
Center
• 45 = External ECE for remote Data Center
• 46 = External third-party multichannel for remote
Data Center
• 47 = External CUSP
• 48 = External CUSP for remote Data Center
• 49 = External Cisco Virtualized Voice Browser
for remote Data Center
• 50 = External gateway for remote Data Center
• 51 = ECE Web Server
• 52 = ECE Web Server for remote Data Center
276
All Tables
Machine_Service

NULL
Option
• 53 = CCE Logger (For PCCE deployments)
VMHostID If the machine is a VM, this is a pointer to the VM DBINT NULL

host.
VMInstanceUuid If the machine is a VM, this is the instance UUID. If varchar(64) NULL
the machine is not a VM, this is set to null.
ECE_WEB_SERVER
DC_ECE_WEB_SERVER
Machine_Service
This table stores connection information for each service running on a host. The parent is Machine_Host.
Table 220: Fields in Machine_Service Table

NULL
Option
AutoGenerated Whether the record was autogenerated by the system. DBCHAR NOT
Once a user modifies a record, the value is set to NULL
False ('N').
Description The description. DESCRIPTION NULL
EnablePassword An optional encrypted password required for some encrypted(varbinary(255)) NULL

Gateway operations.
MachineAddressID The Service IP Address (foreign key to the DBINT NOT

Machine_Address table). NULL
MachineConnectionProfileID The foreign key to the Machine_Connection_Profile DBINT NULL

table.
MachineHostID The parent of the table (foreign key to the DBINT NOT
Machine_Host table). NULL
MachineServiceID The database ID of the row. DBINT NOT

NULL
277
All Tables
Machine_Service

NULL
Option
OutOfSyncTimestamp Indicates whether the service is configured correctly DBDATETIME Optional(NULL)
or not. If the column contains any timestamp, it
indicates that the service is currently out-of-sync'
and it requires retrial for configuration sync.
The timestamp can optionally be used to notify the
exact time when the service went 'out-of-sync'.
Note This table is not applicable for Unified
CCE.
Pairing Used to match services paired with one or more varchar(128) NULL
peers. ServiceType entries with the same Pairing
values are associated with each other and identify
alternate service paths for various failure conditions.
Password An optional encrypted password required to connect encrypted(varbinary(255)) NULL

to a service.
ServicePort The service port (inull means use default). DBINT NULL
278
All Tables
Machine_Service

NULL
Option
ServiceType DBINT NOT
NULL
279
All Tables
Machine_Service

NULL
Option
The machine service type.
Valid values are:
• 1 = Peripheral Gateway TIP
• 2 = Router TIP
• 3 = LiveData Active MQ
• 4 = Peripheral Gateway TIP TOS
• 5 = Router TIP TOS
• 6 = LiveData Storm DRPC
• 7 = LiveData Socket.IO
• 8 = LiveData Web Service Rest API
• 9 = LiveData Cassandra
• 10 = Administration & Data Server (AW) Rest
API
• 11 = Media Routing Peripheral Gateway
Connection
• 12 = Voice Response Unit Connection
• 13 = Unified Communications Manager
Connection
• 1000 = ESXi
• 1002 = AXL
• 1003 = Diagnostic Portal
• 1004 = ISE Authentication
• 1005 = Gateway
• 1006 = Management Link
• 1007 = Administration
• 1008 = SocialMiner REST API
• 1009 = Media Routing Peripheral Gateway A
• 1010 = Media Routing Peripheral Gateway B
• 1011 = Principal AW
• 1012 = Context Service
• 1013 = Identity Server
280
All Tables
Master_Script

NULL
Option
• 1014 = Publisher/Primary Machine IP Address
• 1015 = Identity Server Primary Machine IP
Address
• 1016 = Identity Server Secondary Machine IP
Address
• 1017 = Cisco Virtualized Voice Browser IP
Address
• 1018 = Data Center IP Address
ServiceUri The uri to service for Web-based services. varchar(255) NULL
UserName An optional user name required to connect to a varchar(255) NULL

service.
Master_Script
This table is in the Script category (see Script, on page 575). For database rules, see Script Tables, on page
636.
Each row identifies a routing script or an administrative script. Each master script might have several versions.
Information about each version is stored in the Script table. A new Master_Script record is created whenever
you save a script with a new name in the Script Editor.
Related Tables
Admin_Script_Schedule_Map, on page 14 (via MasterScriptID)
Customer_Definition, on page 194(via CustomerDefinitionID)
Call_Type_Map, on page 116 (via MasterScriptID)
Call_Type_Real_Time, on page 129 (via MasterScriptID)
Script, on page 411 (via MasterScriptID)
Table 221: Indexes for Master_Script Table
XIE1Master_Script Nonclustered index located on DateTimeStamp

PRIMARY
XAK1Master_Script nonclustered, unique, unique key located CustomerIdShadow, EntityID, EnterpriseName

on PRIMARY
281
All Tables
Master_Script
XPKMaster_Script clustered, unique, primary key located MasterScriptID

on PRIMARY
Table 222: Fields in Master_Script Table

NULL
Option
CurrentVersion Specifies the version of the script that is currently DBINT NOT
available for use. NULL
CustomerDefinitionID Identifies the customer definition associated with DBINT FK NULL

the script.
CustomerIdShadow A "shadow" CustomerDefinitionID that allows DBINT AK-1 NOT

multiple scripts with the same EnterpriseName and NULL
different customer numbers.
added/updated.
department.
Description Additional information about the script. DESCRIPTION NULL
EnterpriseName An enterprise name for the master script. The name varchar(64) AK-1 NOT
must be unique among all master scripts within the NULL
business entity.

entity to which the master script belongs. NOT
NULL
MasterScriptID Unique identifier for this master script. DBINT PK NOT
NULL
NextAvailableVersion The next version number available for the script. DBINT NOT
NULL
ScriptType Indicates whether the script is a routing script or an DBSMALLINT NOT
administrative script. NULL
282
All Tables
Media_Class
Media_Class
Information in this table defines a type of media class. This table is populated initially with default media
classes.
Related Table
Media_Routing_Domain, on page 284 table via the MediaClassID field.
Table 223: Indexes for Media_Class Table
XAK1Media_Class nonclustered, unique, unique key located EnterpriseName

on PRIMARY
XPKMedia_Class clustered, unique, primary key located MediaClassID

on PRIMARY
Table 224: Fields in Media_Class Table

NULL
Option
added/updated.
Description Additional information about this media class. DESCRIPTION NULL
EnterpriseName A unique name for this media class. VNAME32 AK-1 NOT
NULL
MaxTaskDuration The maximum time a task can be active for an agent. DBINT NOT
Default: 28800 NULL
MediaClassID A unique identifier for a media class. DBINT PK NOT

NULL
TaskLife If the connection between the Agent PG and the DBINT NOT
Application Instance drops for more than the NULL
TaskLife timeout period, the task is terminated.
Default: 1: 1200; 2: 1200; 3: 1200; 4: 300; 5: 300
283
All Tables
Media_Routing_Domain

NULL
Option
TaskStartTimeout After a task is routed to an agent, the Application DBINT NOT
Instance must send either an Offer Task or Start Task NULL
message within the specified TaskStartTimeout. If
the TaskStartTimeout expires, the task is marked as
abandoned before offered. Default: 30
It describes a single implementation of a media class. For example, a media class such as Cisco single-session
chat might have one or more Media Routing Domains (MRDs) defined. These MRDs would all be of the
same media class. However, they might be on different servers or handle slightly different types of requests
(for example, English single-session chat and Spanish single-session chat).
Related Tables
Media_Class, on page 283 (via MediaClassID)
Application_Path_Member, on page 84(via MRDomainID)
Skill_Group, on page 461 (via MRDomainID)
Agent_State_Trace, on page 59 (via MRDomainID)
Agent_Event_Detail, on page 26 (via MRDomainID)
Service, on page 422 (via MRDomainID)
Agent_Real_Time, on page 34 (via MRDomainID)
Agent_Logout, on page 33 (via MRDomainID)
Termination_Call_Detail, on page 518 (via MRDomainID)
Peripheral_Real_Time, on page 311(via MRDomainID)
Peripheral_Default_Route, on page 306 (via MRDomainID)
Dialed_Number, on page 201 (via MRDomainID)
Service_Level_Threshold, on page 442 (via MRDomainID)
284
All Tables
Note • Media Routing Domain and Device Data: Each Media Routing Domain maps to zero one or more
Peripheral Half Hour and Peripheral Real Time rows, Peripheral Default Routes, and Dialed Numbers.
Each Peripheral Half Hour and Real Time row, each Peripheral Default Route, and each Dialed Number
maps to exactly one Media Routing Domain.
• Media Routing Domain and Skill Target Data: Each Media Routing Domain maps to zero one or more
Skill Groups, Agent State Trace rows, Agent Half Hour rows, Services, Agent Real Time rows, Agent
Logout rows, and Termination Call Detail rows. Each Skill Group, Agent State Trace row, Agent Half
Hour row, Service, Agent Real Time row, Agent Logout row, and Termination Call Detail row maps to
exactly one Media Routing Domain.
Table 225: Indexes for Media_Routing_Domain Table
XAK1Media_Routing_Domain clustered, unique, unique key located on EnterpriseName

PRIMARY
XPKMedia_Routing_Domain nonclustered, unique, primary key MRDomainID

located on PRIMARY
Table 226: Fields in Media_Routing_Domain Table

NULL
Option
added/updated.
Description Additional information about this media routing DESCRIPTION NULL

domain.
EnterpriseName A unique name for this media class. Initially, the VNAME32 AK-1 NOT
EnterpriseName is set to Cisco_Voice. NULL
285
All Tables

NULL
Option
Interruptible Specifies whether or not a task can be interrupted DBCHAR NOT
by another task: NULL
• Y = Task can be interrupted.
• N = Task cannot be interrupted.
Note If you change the MRD from interruptible

to non-interruptible or vice versa, the
change takes effect once the agent logs
out and then logs back in on that media
routing domain.
MaxCallsInQueue The maximum number of calls allowed to be in DBINT NULL

queue for the selected MRDomainID. Default is
NULL.
MaxCallsInQueuePerCallType The maximum number of calls allowed to be in DBINT NULL

queue for a call type of the selected MRDomainID.
Default is NULL.
MaxTaskDuration The maximum time a task can be associated with an DBINT NULL
agent.
MaxTimeInQueue The maximum number of seconds a call is allowed DBINT NULL

to be in a queue for the selected MRDomainID.
Default is NULL.
MediaClassID A unique identifier for a media class. DBINT FK NOT

NULL
MRDomainID Unique identifier for this media routing domain. DBINT PK NOT
Initially, the MRDomainID is set to 1. NULL
ServiceLevelThreshold The default value of the ServiceLevelThreshold field DBINT NOT

for services associated with this MRD. NULL
ServiceLevelType The default value for the ServiceLevelType field for DBSMALLINT NOT
each service associated with this MRD. This NULL
indicates how the system software calculates the
service level.
TaskLife If the connection between the Agent PG and the DBINT NULL
Application Instance drops for more than the
TaskLife timeout period, the task is terminated. The
default value is 300 seconds.
286
All Tables
Network_Event_Detail

NULL
Option
TaskStartTimeout After a task is routed to an agent, the Application DBINT NULL
Instance must send either an Offer Task or Start Task
message within the specified TaskStartTimeout. If
the TaskStartTimeout expires, the task is marked as
abandoned before offered.
This table is in the Route category (see Route, on page 571). To see database rules for these tables, see Device,
on page 564.
Provides carrier network events associated with calls processed by a Network Applications Manager (NAM).
The data in this table includes events related to all call legs that happen under the control of the NIC. This
includes the incoming call leg, any temporary call legs (IVR sessions under NIC control), and all outgoing
call legs.
on a separate server (one that is not used for other Unified ICM/Unified CCE components). Use only
Table 227: Indexes for Network_Event_Detail Table
XAK1Network_Event_Detail clustered, unique, unique key located on RecoveryKey

PRIMARY
XIE1Network_Event_Detail nonclustered located on PRIMARY DateTime
Table 228: Fields in Network_Event_Detail Table

NULL
Option
CallLegID The LegID identifies the calling party the event DBSMALLINT NOT
pertains to. LegIDs are typically numbered starting NULL
with 1 (for example: LegID1 = Calling Party) and
incremented for the next party (agents are typically
LegID2).
DateTime Timestamp of receipt of event at the NIC (in UTC).. DBDATETIME NOT
NULL
287
All Tables

NULL
Option
Duration The duration is written for DBINT NULL
DISCONNECT/UNKNOWN events. Unless an error
occurs, the Disconnect event will be written with
the duration. If the call ends for a reason other than
Disconnect event (e.g. - network aborts call), an
Unknown event will be written with the duration.
Event Valid values are: DBSMALLINT NULL

• 1 = RouteSelectFailure
• 2 = CallPartyBusy
• 3= NoAnswer
• 4 = Answer
• 5 = Abandon
• 6 = Disconnect
• 7 = Unknown

NULL
RouterCallKey Used with RouterCallKeyDay and DBINT NOT

RouterCallKeySequenceNumber to identify the NULL
Route_Call_Detail record. This value forms the
unique portion of the 64-bit key for the call. The
system software resets this counter at midnight.
RouterCallKeyDay Used with the RouterCallKey and DBINT NOT

RouterCallKeySequenceNumber to identify the NULL
related Route_Call_Detail record. Together with
RouterCallKey, the RouterCallKeyDay value forms
a unique 64-bit key for the call. This field also
provide a link to the CustomerID via the
DialedNumberID in the Route_Call_Detail record.
This link can only be used if CustomerID and Dialed
Numbers are implemented on the NAM.
RouterCallKeySequenceNumber Currently set to zero (0). DBINT NULL
288
All Tables
Network_Target

NULL
Option
to the west of UTC.
Value1 A value dependent upon the event and interface that DBINT NULL
provides additional reporting information. This
might contain a network-provided releaseCause (for
DISCONNECT), failureCause
(ROUTE_SELECT_FAILURE), etc.
Value2 Reserved for future use. varchar(128) NULL
Network_Target
Each row identifies an announcement, a peripheral target, or a scheduled target.
The system software automatically maintains the Network_Target table when add or delete an announcement,
peripheral target, or scheduled target through Unified ICM Configuration Manager.
Related Tables
Announcement, on page 70 (via NetworkTargetID)
Label, on page 265 (via NetworkTargetID)
Network_Vru, on page 295(via NetworkTargetID)
Peripheral_Target, on page 315 (via NetworkTargetID)
Route_Call_Detail, on page 357 (via NetworkTargetID)
Scheduled_Target, on page 409 (via NetworkTargetID)
Termination_Call_Detail, on page 518 (via NetworkTargetID)
Table 229: Indexes for Network_Target Table
XPKNetwork_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY
289
All Tables
Network_Trunk_Group
Table 230: Fields in Network_Target Table

NULL
Option
NetworkTargetID Unique identifier for this target. DBINT PK NOT
NULL
NetworkTargetType Type of target: DBSMALLINT NOT
NULL
• 1 = Announcement
• 2 = Peripheral target
• 3 = Device target (deprecated)
• 4 = Network VRU Bank (Simplified Unified
CCE)
• 5 = Scheduled target
Network_Trunk_Group
Lists the trunk groups understood by the telephone network. A network trunk group may be the same as a
trunk group defined at a peripheral or it may be a combination of peripheral trunk groups.
Use Unified ICM Configuration Manager to create, update, and delete network trunk groups.
Related Tables
Logical_Interface_Controller, on page 270(via LogicalControllerID)
Network_Trunk_Group_Half_Hour, on page 291 (via NetworkTrunkGroupID)
Network_Trunk_Group_Real_Time, on page 293 (via NetworkTrunkGroupID)
Peripheral_Target, on page 315 (via NetworkTrunkGroupID)
Trunk_Group, on page 539 (via NetworkTrunkGroupID)
Table 231: Indexes for Network_Trunk_Group Table
XAK1Network_Trunk_Group nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIF126Network_Trunk_Group nonclustered located on PRIMARY LogicalControllerID
XPKNetwork_Trunk_Group clustered, unique, primary key located NetworkTrunkGroupID

on PRIMARY
290
All Tables
Network_Trunk_Group_Half_Hour
Table 232: Fields in Network_Trunk_Group Table

NULL
Option
added/updated.
Description Additional information about the network trunk DESCRIPTION NULL

group.
EnterpriseName An enterprise name for the network trunk group. VNAME32 AK-1 NOT
This name must be unique among all network trunk NULL
groups in the enterprise.
LogicalControllerID Identifies the PG associated with the network trunk DBSMALLINT FK NOT
group. NULL
NetworkTrunkGroupID A unique identifier for the network trunk group. DBINT PK NOT
NULL
Provides statistics for each network trunk group defined in the system. These statistics are updated every 30
minutes.
The system software generates Network_Trunk_Group_Half_Hour records for each network trunk group.
Related Table
Network_Trunk_Group, on page 290 (via NetworkTrunkGroupID)
Table 233: Indexes for Network_Trunk_Group_Half_Hour Table
XAK1Network_Trunk_Group_Half_H nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Network_Trunk_Group_Half_H nonclustered located on PRIMARY DbDateTime
XPKNetwork_Trunk_Group_Half_Ho clustered, unique, primary key located NetworkTrunkGroupID, DateTime, TimeZone

on PRIMARY
291
All Tables
Table 234: Fields in Network_Trunk_Group_Half_Hour Table

NULL
Option
AllTrunksBusyToHalf Total number of seconds for which all trunks in the DBINT NULL
network trunk group were busy simultaneously
during the half-hour interval.
CallsAbandonedToHalf Number of calls to the network trunk group that were DBINT NULL
abandoned during the half-hour interval.
CallsInToHalf Number of inbound calls offered to the network DBINT NULL

trunk group during the half-hour interval.
CallsOutToHalf Number of outbound calls sent on the network trunk DBINT NULL
group during the half-hour interval.
DateTime The date and time at the start of the half-hour DBSMALLDATE PK NOT
interval. NULL
InServiceTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in service during the half-hour interval.
InUseInboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in use for inbound calls during the half-hour
interval.
InUseOutboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in use for outbound calls during the half-hour
interval.
NetworkTrunkGroupID Identifies the network trunk group. DBINT PK NOT

NULL
NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 NOT
to the west of UTC.
TrunksIdle Number of idle trunks in the network trunk group DBINT NULL
at the end of the half-hour interval.
292
All Tables
Network_Trunk_Group_Real_Time

NULL
Option
TrunksInService Number of in-service trunks in the network trunk DBINT NULL
group at the end of the half-hour interval.
Provides real-time statistics for each network trunk group in the system.
The system software generates a Network_Trunk_Group_Real_Time record for each network trunk group.
Related Table
Table 235: Indexes for Network_Trunk_Group_Real_Time Table
XPKNetwork_Trunk_Group_Real_Ti clustered, unique, primary key located NetworkTrunkGroupID

on PRIMARY
Table 236: Fields in Network_Trunk_Group_Real_Time Table

NULL
Option
AllTrunksBusyHalf Total number of seconds that all trunks in the DBINT NULL
network trunk group have been simultaneously busy
AllTrunksBusyToday Total number of seconds that all trunks in the DBINT NULL
network trunk group have been simultaneously busy
since midnight.
CallsAbandonedHalf Number of calls to the network trunk group that were DBINT NULL
abandoned during the current half-hour interval.
CallsAbandonedToday Number of calls to the network trunk group that were DBINT NULL
abandoned since midnight.
CallsInHalf Number of inbound calls that have been received on DBINT NULL
the network trunk group during the current half-hour
interval.
293
All Tables

NULL
Option
CallsInNow Number of inbound calls currently in progress on DBINT NULL
the network trunk group.
CallsInToday Number of inbound calls that have been received on DBINT NULL
the network trunk group since midnight.
CallsOutHalf Number of outbound calls that have been sent on DBINT NULL
the network trunk group during the current half-hour
interval.
CallsOutNow Number of outbound calls currently in progress on DBINT NULL

the network trunk group.
CallsOutToday Number of outbound calls that have been sent on DBINT NULL
the network trunk group since midnight.
DateTime The date and time at which the row was generated. DBDATETIME NOT
NULL
InServiceTimeHalf Aggregate number of seconds that trunks in the DBINT NULL
network trunk group have been in service during the
InServiceTimeToday Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been in service since
midnight.
InUseInboundTimeHalf Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for inbound
calls during the current half-hour interval.
InUseInboundTimeToday Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for inbound
calls since midnight.
InUseOutboundTimeHalf Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for outbound
calls during the current half-hour interval.
InUseOutboundTimeToday Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for outbound
calls since midnight.
NetworkTrunkGroupID Identifies the network trunk group. DBINT PK, FK

NOT
NULL
TrunksIdle Number of trunks currently idle for the network DBINT NULL
trunk group.
294
All Tables
Network_Vru

NULL
Option
TrunksInService Number of trunks currently in service for the DBINT NULL
network trunk group.
Network_Vru
Contains one row for each network VRU. The system software can send a customer call to a network VRU.
Use Unified ICM Configuration Manager to create, modify, and delete Network VRU rows.
Related Tables
• Customer_Definition, on page 194 (through NetworkTargetID)
• Label, on page 265 (through LabelID)
• Network_Vru_Script, on page 297 (through NetworkTargetID)
Table 237: Indexes for Network_Vru Table
XPKNetwork_Vru Primary key NetworkTargetID
XAK1Network_Vru Unique key EnterpriseName
Table 238: Fields in Network_Vru Table

NULL
Option

added/updated.
Description Additional information about the network VRU. DESCRIPTION NULL
295
All Tables
Network_Vru_Bank

NULL
Option
EnterpriseName A name that is unique among all network VRUs in VNAME32 AK

the enterprise.
NOT
NULL
NOT
NULL
Type The type of network VRU. Valid options are: 2, 3, DBINT NOT
5, 6, 7, and 8. (Types 1 and 4 are not implemented.) NULL
To see more on these values, see Network Vru Type,
on page 604.
Network_Vru_Bank
This table is mainly used for load-balancing calls across multiple IVRs. The trunk group capacity will be the
key to the selection of an IVR for queuing.
Related Tables
Table 239: Indexes for Network_Vru_Bank Table
XAK1Network_Vru_Bank nonclustered, unique, unique key located TrunkGroupID

on PRIMARY
XPKNetwork_Vru_Bank clustered, unique, primary key located NetworkTargetID

on PRIMARY
Table 240: Fields in Network_Vru_Bank Table

NULL
Option
296
All Tables
Network_Vru_Script

NULL
Option
added/updated.
NetworkTargetID Unique identifier for the Network VRU member. DBINT PK, NOT
NULL
NetworkVruNetworkTargetID Foreign key from the Network Target table. This is DBINT FK, NOT
pointing at the type-9 Network VRU. NULL
TranslationRouteSkillTargetID Foreign key from Translation Route. DBINT NULL
TrunkGroupID Foreign key from the Trunk Group table. Indicates DBINT FK, NOT
the Trunk Group associated with this Network VRU NULL
member.
Network_Vru_Script
Each row identifies a script used by a network VRU to handle a call. A VRU script is managed by the VRU
itself. It is not stored in the system database or directly managed by the system software. The system software
can only direct the VRU to run the script. You can configure a VRU script in the Unified ICM Configuration
Manager. You can then reference it in a routing script.
Related Tables
Table 241: Indexes for Network_Vru_Script Table
XAK1Network_VRU_Script nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XAK2Network_VRU_Script nonclustered, unique, unique key VruScriptName, NetworkTargetID

located on PRIMARY
XPKNetwork_VRU_Script clustered, unique, primary key located NetworkVruScriptID

on PRIMARY
297
All Tables
Network_Vru_Script
Table 242: Fields in Network_Vru_Script Table

NULL
Option
ConfigParam An optional string that is sent to the VRU to varchar(255) NULL

initialize the script.
CustomerDefinitionID Identifies the customer definition associated with DBINT FK NULL

the script.
added/updated.
department.
Description Additional information about the script. DESCRIPTION NULL
EnterpriseName An enterprise name for the VRU script. This name VNAME32 AK-1 NOT
must be unique among all VRU scripts in the NULL
enterprise.
Interruptible Indicates whether the script can be interrupted (for DBCHAR NOT
example, if an agent becomes available to handle NULL
the call):
• Y = Interruptible
• N = Not interruptible
NetworkTargetID Identifies the network VRU associated with the DBINT AK-2, FK
script. NOT
NULL
NetworkVruScriptID A unique identifier the system software uses for the DBINT PK NOT
script. NULL
Overridable Indicates whether the VRU script itself can override DBCHAR NOT
its Interruptible flag: NULL
• Y = Yes, VRU script can override
• N= No, VRU script cannot override
Timeout Number of seconds for the system software to wait DBINT NOT
for a response from the routing client after directing NULL
it to run the script.
VruScriptName The name of the script on the VRU. varchar(40) AK-2 NOT
NULL
298
All Tables
Next_Available_Number
Next_Available_Number
Each row identifies the next available unique integer ID value for a specific database table. The system software
automatically maintains the Next_Available_Number table.
Table 243: Indexes for Next_Available_Number Table
XAK1Next_Available_Number nonclustered, unique, unique key located TableName

on PRIMARY
Table 244: Fields in Next_Available_Number Table

NULL
Option
NextAvailableNumber The next available unique ID value for the table. DBINT NOT
NULL
TableName The name of the table associated with the row. varchar(30) AK-1 NOT
NULL
Object_Access_Xref
This table is in the Decurity category (see Security, on page 579). To see database rules for these tables, see
Lists the access levels available for each object type.
Related Table
Object_List, on page 300 (via ObjectType)
Table 245: Indexes for Object_Access_Xref Table
XAK1Object_Access_Xref nonclustered, unique, unique key AccessLevel, ObjectType

located on PRIMARY
XPKObject_Access_Xref clustered, unique, primary key located ObjectAccessXrefID

on PRIMARY
299
All Tables
Object_List
Table 246: Fields in Object_Access_Xref Table

NULL
Option
AccessLevel Indicates an access level supported by the object DBINT AK-1 NOT
type. To see values. see Access Levels, on page 591. NULL
ObjectAccessXrefID A unique identifier for the record. DBINT PK NOT

NULL
ObjectType Identifies the object type. DBINT AK-1 NOT
NULL
Object_List
Lists the objects that are available.
Related Tables
ClassID_To_ObjectType, on page 183 (via ObjectType)
Ids, on page 254 (via ObjectType)
Object_Access_Xref, on page 299 (via ObjectType)
Table 247: Indexes for Object_List Table
XAK1Object_List nonclustered, unique, unique key Name

located on PRIMARY
XPKSecurity__Object clustered, unique, primary key located ObjectType

on PRIMARY
Table 248: Fields in Object_List Table

NULL
Option
Description Additional information about the object. DESCRIPTION NULL
Name The name of the object. varchar(30) AK-1 NOT

NULL
ObjectType A unique identifier for the object type. DBINT PK NOT
NULL
300
All Tables
Object_Security
Object_Security
Specifies the access level each user or group has to individual objects. The Primary Key (PK) is nonclustered.
The AlternateKey (AK) is clustered.
Related Tables
Ids, on page 254 (via ObjectType)
User_Group, on page 547 (via UserGroupName)
Table 249: Indexes for Object_Security Table
XAK1Object_Security clustered, unique, unique key located UserGroupName, ObjectID, ObjectType

on PRIMARY
XIE1Object_Security nonclustered located on PRIMARY UserGroupName
XPKObject_Security nonclustered, unique, primary key ObjectSecurityID

located on PRIMARY
Table 250: Fields in Object_Security Table

NULL
Option
AccessLevel Specifies the access level the group has to the object. DBINT NOT
To see values. see Access Levels, on page 591. NULL

added/updated.
ObjectID Identifies the specific object. DBINT AK-1 NOT

NULL
ObjectSecurityID A unique identifier for the row. DBINT PK NOT
NULL
ObjectType Identifies the type of object. DBINT AK-1 NOT
NULL
UserGroupName Identifies the user group. varchar(64) AK-1, IE-1
NOT
NULL
301
All Tables
Peripheral
Peripheral
This table is one of the Peripheral tables in the Device category (see Device, on page 564). To see database
rules for these tables, see Device Tables, on page 633.
Each row corresponds to an ACD or PBX at a call center. Use the PG Explorer to add, update, and delete
Peripheral records.
Related Tables
• Agent, on page 16 (via PeripheralID)
• Agent_Desk_Settings, on page 20 (via AgentDeskSettingsID)
• Agent_Distribution, on page 25 (via PeripheralID)
• Agent_Targeting_Rule, on page 63 (via EnterpriseName)
• Application_Path_Member, on page 84 (via PeripheralID)
• Dialer, on page 206 (via PeripheralID)
• Dialer_Detail, on page 210 (via PeripheralID)
• Logical_Interface_Controller, on page 270 (via LogicalControllerID)
• Network_Trunk_Group, on page 290 (via PeripheralID) Network VRU (via NetworkTargetID)
• Peripheral_Default_Route, on page 306 (via PeripheralID)
• Peripheral_Monitor, on page 309 (via PeripheralID)
• Peripheral_Real_Time, on page 311 (via PeripheralID)
• Routing_Client, on page 388 (via PeripheralID)
• Service, on page 422 (via PeripheralID)
• Service_Level_Threshold, on page 442 (via PeripheralID)
• Skill_Group, on page 461 (via PeripheralID)
• Termination_Call_Detail, on page 518 (via PeripheralID)
• Trunk_Group, on page 539 (via PeripheralID)
Table 251: Indexes for Peripheral Table
XAK1Peripheral nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIE1Peripheral nonclustered located on PRIMARY PeripheralName
XIE2Peripheral nonclustered located on PRIMARY LogicalControllerID
XIE3Peripheral nonclustered located on PRIMARY AgentDeskSettingsID
302
All Tables
Peripheral
XPKPeripheral clustered, unique, primary key located PeripheralID

on PRIMARY
Table 252: Fields in Peripheral Table

NULL
Option
AbandonedCallWaitTime Minimum time in seconds an incoming call must be DBSMALLINT NOT
queued before being considered an abandoned call NULL
if the caller hangs up.
AgentAutoConfig Specifies whether agent auto- configuration is DBCHAR NOT

enabled for the peripheral. Stored as a character: NULL
• Y = Yes
• N = No
AgentDeskSettingsID Optionally, indicates an Agent Desk Settings record DBINT FK, IE-3
associated with the peripheral. NULL
AgentEventDetail Specifies whether or not Agent Event Detail DBCHAR NOT

reporting is enabled for a peripheral. Default value NULL
is:
• Y for an Unified CCE peripherals
• N for non-Unified CCE peripherals
AgentReporting Specifies whether agent reporting is enabled for the DBCHAR NOT
peripheral. Stored as a character: NULL
• Y = Yes
• N = No
AgentTargetingMethod Determines if the Router will target agents based on DBINT NOT
Rules. NULL
AnsweredShortCallsThreshold Maximum duration, in seconds, for a short call. Any DBINT NULL
calls with a duration below the threshold are
considered short. You might then choose to factor
out short calls from handle times you calculate.
AvailableHoldoffDelay Default value of the AvailableHoldoffDelay field DBSMALLINT NOT

for Skill Groups associated with this peripheral. You NULL
can override the default for individual skill groups.
303
All Tables
Peripheral

NULL
Option
CallControlVariableMap String containing the mapping between the varchar(128) NULL
peripheral's call control variables and system
software variables.

ClientType The type of the peripheral. To see Client Type DBSMALLINT NOT
values, see Client Type, on page 594. NULL
ConfigParam Configuration parameters to be passed to the varchar(255) NULL

peripheral.
CustomerDefinitionID Maps Customer to Peripheral in CCMP/CCDM DBINT NULL

deployments.
added/updated.

NULL
• Y = Yes
• N = No
Description Additional information about the peripheral. DESCRIPTION NULL
EnterpriseName An enterprise name for this peripheral. The name VNAME32 AK-1 NOT
must be unique among all peripherals in the NULL
enterprise.
InternalIPTAOnly Indicates whether this is an 'Unified ICM picks the DBCHAR NOT
agent' (IPTA) peripheral. NULL
Either 'Y' or 'N'. Default = 'N'.
Location Peripheral's location. VNAME32 NULL
LogicalControllerID Foreign key of the Logical Interface Controller DBSMALLINT FK, IE-2
(Peripheral Gateway) that is attached to the switch. NOT
NULL
MaxConcurrentAgentLimit DBINT NULL
MaxPeripheralAgentQueuePair DBINT NULL
304
All Tables
Peripheral

NULL
Option
MultilineAgentControl This setting indicates whether this agent peripheral DBINT NOT
supports multi-line control for all agents with more NULL,
than one line configured on the phone. default=0
Values:
• 0 = Single line monitoring and reporting
(default)
• 1 = Multi line monitoring and reporting
MultilineAgentStateBehavior Indicates how many non-ACD calls the agent DBINT NOT
initiated on one of the non-ACD line. Only populated NULL,
when Multi-line feature is enabled. default=0
Values:
• 0 = Agent State is unchanged when agent is on
a call on a secondary line
• 1 = Agent State is set to NOT READY with a
system reason code when agent answers or
places a call on a secondary line while in the
AVAILABLE or NOT READY state
NetworkTargetID Identifies the network VRU, if any, associated with DBINT FK NULL
the peripheral.
PeripheralAutoConfig Used to indicate that the peripheral uses DBCHAR NOT

auto-configuration. NULL
Default = 'N'.
PeripheralID A unique identifier for this peripheral. DBSMALLINT PK NOT

NULL
PeripheralName The name of the peripheral as it is known at the site. VNAME32 IE-1 NOT
NULL
305
All Tables
Peripheral_Default_Route

NULL
Option
PeripheralServiceLevelType Default value for the PeripheralServiceLevelType DBSMALLINT NOT
for each service associated with the peripheral. You NULL
can override this default for individual services.
Valid options for Aspect types are:
• 1 = Service Level 1
• 2= Service Level 2
• 4= Service Level as Calculated by Call Center.
If this field is 0 for a service, the system
software assumes the default specified for the
associated peripheral.
If the peripheral is not an Aspect ACD, the type
must be 4 (calculated by the peripheral).
SubSkillGroupMask A series of characters (Y and N) indicating which varchar(64) NULL

sub-skill groups to create for each skill group
associated with the peripheral.
Peripheral_Default_Route
Each row specifies the default route to be used for accounting calls at the peripheral that are otherwise not
accounted for.
The system software automatically generates a Peripheral_Default_Route record for each Peripheral. You
can modify the record through the PG Explorer tool.
Related Tables
Route, on page 355 (via RouteID)
Table 253: Indexes for Peripheral_Default_Route Table
XIE1Peripheral_Default_Route nonclustered located on PRIMARY RouteID
XPKPeripheral_Default_Route clustered, unique, primary key located PeripheralID, MRDomainID

on PRIMARY
306
All Tables
Peripheral_Interval
Table 254: Fields in Peripheral_Default_Route Table

NULL
Option
MRDomainID The Media Routing Domain associated with this DBINT PK, FK
peripheral default route. NOT
NULL
PeripheralID Link to the Peripheral table. DBSMALLINT PK, FK
NOT
NULL
RouteID Foreign key from the Route table. DBINT FK, IE-1
NULL
Peripheral_Interval
This section describes the Peripheral Interval table.
Table 255: Indexes for Peripheral_Interval Table
XAK1Peripheral_Interval Nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XIE1Peripheral_Interval Nonclustered located on PRIMARY DbDateTime
XIE2Peripheral_Interval Nonclustered located on PRIMARY ReportingHalfHour
XIE3Peripheral_Interval Nonclustered located on PRIMARY ReportingInterval
XPKPeripheral_Interval Clustered, unique, primary key located on DateTime, PeripheralID, TimeZone,

PRIMARY MRDomainID
Table 256: Fields in Peripheral_Interval Table

NULL
Option
ActivePeripheralDataTime Number of seconds the associated Peripheral Gateway was DBINT NULL
able to provide peripheral data services to the CallRouter
ActiveRoutingClientTime Number of seconds the associated Peripheral Gateway was DBINT NULL
able to provide routing client support to the CallRouter during
the half-hour interval.
307
All Tables
Peripheral_Interval

NULL
Option
ActivePeripheralTime Number of seconds the associated Peripheral Gateways DBINT NULL
connections to the peripheral were in the Active state during
ActiveCTIServerTime Number of seconds the associated CTI Server was active DBINT NULL
CallsOffered Total number of incoming ACD calls and internal ACD calls DBINT NULL
offered to the peripheral during the reporting interval.
In Unified CCE, if a call goes through Redirection on No
Answer (RONA) to a VRU and an agent answers later, this
field is incremented as follows:
1. When the call RONAs to the VRU
2. When the call is sent from the VRU to the agent.
3. When the agent completes the call.
In Unified CCE with a Unified CCE System PG, if a call

RONAs to a VRU and an agent answers later, this field is
incremented only when the agent completes the call.
DbDateTime The current date and time stamp when the records are written DBDATETIME IE1, NULL
to the HDS database. The logger database has NULL for this
column.
DateTime Central Controller date and time at the start of the half-hour DBSMALLDATE PK1 NOT
interval. NULL
MaxCVPCallControlPorts The maximum number of CVP Call control ports in use for DBINT NULL
the interval.
MaxNumberLoggedOnAgents The maximum number of concurrent agents logged on in the DBINT NULL
half hour interval.
MaxCallsInProgress The maximum number of calls in progress at any sample point DBINT NULL
during the reporting period. This is implemented as the highest
value of PeripheralRealTime.CallsInProgress encountered
during the above sampling.
MaxVRUPorts The maximum number of VRU ports in use for the interval. DBINT NULL
MRDomainID The ID for the Media Routing Domain associated with this DBINT PK4 NOT
peripheral. NULL
NumberOfSamples The number of calls-in-progress sample periods. DBINT YES
PeripheralID Identifier for the peripheral. DBSMALLINT PK2 NOT

NULL
308
All Tables
Peripheral_Monitor

NULL
Option
RecoveryKey A unique ID assigned to each record and used internally by DBFLT8 AK1 NOT
the Unified ICM/Unified CCE software to track the record. NULL
ReportingHalfHour The value indicates half hour boundary interval (0 to 47). Two DBINT IE2 NULL
15 minute interval records have a unique half hour boundary
value.
ReportingInterval This value indicates the period, in minutes, over which the DBINT IE3 NULL
router calculates the Call Type and Call Type Skill Group
data. The valid values are 30 (default) or 15.
ServiceLevelCallsOffered Number of calls to the peripheral that had a service level event DBINT NULL
ServiceLevelCalls Number of calls to the peripheral answered within the service DBINT NULL
level threshold during the half-hour interval.
ServiceLevelAband Number of calls to the peripheral abandoned within the service DBINT NULL
level threshold during the half-hour interval.
ServiceLevel The system software service level for the peripheral during DBFLT4 NULL
ServiceLevelType Service Level Type used to calculate Service level for this DBINT NULL
interval.
TimeZone The Central Controller’s time zone for the date and time. The DBINT PK3 NOT
value is the offset in minutes from UTC(formerly GMT).The NULL
TotalCallsInProgressSamples The total of PeripheralRealTime. CallsInProgress at all sample DBINT NULL

points during the reporting period. For example, if there are
3 samples, and the number of calls in progress at those points
in time are 20, 25 and 15, then TotalCallsInProgressSamples
is 60.
Peripheral_Monitor
Table
Each row describes an entity to be monitored on a peripheral. Currently this table applies only to the Nortel
DMS-100, Meridian ACD in enhanced CTI mode, and to the Avaya DEFINITY ECS with station monitoring
enabled.
309
All Tables
Peripheral_Monitor
Use the PG Explorer tool to add, update, and delete Peripheral_Monitor records.
Note DMS-100 is no longer supported.
Related Table
Table 257: Indexes for Peripheral_Monitor Table
XIE1Peripheral_Monitor nonclustered located on PRIMARY PeripheralID
Table 258: Fields in Peripheral_Monitor Table

NULL
Option
Extension For a DMS-100, the Primary ACD DN, Secondary varchar(10) NULL
DN, or non-digit character.
ParamString A string passed along with the extension number to varchar(32) NULL
start event reporting on the entity.
For a DMS-100, this value can indicate that the
extension is a CDN, can specify a CompuCALL
session number, or can specify the mapping of an
agent DN to an agent position ID.
For a Meridian ACD, this value indicates the
position number and, optionally, the associated
Individual Directory Number (IDN).
PeripheralID Identifies the peripheral associated with the row. DBSMALLINT FK, IE-1
NOT
NULL
PeripheralMonitorID A unique identifier for the row. DBINT PK NOT
NULL
310
All Tables
Peripheral_Real_Time

NULL
Option
PeripheralMonitorType The type of entity to monitor: DBINT NOT
NULL
• 1 = RCG
• 2 = VDN
• 3 = ACD DN
• 4 = Meridian Position
• 5 = Station
Local database only. Each row describes the current state of a specific peripheral. The real- time client creates
a Peripheral Real Time row for each peripheral in the system and updates that row every 10 seconds.
Related Table
Table 259: Indexes for Peripheral_Real_Time Table

XPKPeripheral_Real_Time clustered, unique, primary key located PeripheralID, MRDomainID
on PRIMARY
Note The ServiceLevel fields do not include the data updates for VRU peripheral devices.
Table 260: Fields in Peripheral_Real_Time Table

NULL
Option
AgentsLoggedOn Number of agents currently logged on to the DBINT NULL
peripheral.
CallsInProgress Number of calls currently in progress at the DBINT NULL

peripheral.
311
All Tables

NULL
Option
CallsOfferedHalf Number of calls offered to the peripheral during the DBINT NULL
In Unified CCE, if a call Redirection on No Answer
(RONAs) to an IVR and is answered later by an
agent, this field is incremented as follows:
• When the call RONAs to the IVR
• When the call is sent from the IVR to the agent
• When the agent completes the call
In Unified CCE with an Unified CCE System PG,

if a call RONAs to an IVR and is answered later by
an agent, this field is incremented when the agent
completes the call only.
CallsOfferedToday Number of calls offered to the peripheral since DBINT NULL

midnight..
In Unified CCE, if a call Redirection on No Answer
(RONAs) to an IVR and is answered later by an
agent, this field is incremented as follows:
• When the call RONAs to the IVR
• When the call is sent from the IVR to the agent
• When the agent completes the call
In Unified CCE with an Unified CCE System PG,

if a call RONAs to an IVR and is answered later by
an agent, this field is incremented when the agent
completes the call only.
CallsRoutedHalf Number of calls routed to the peripheral during the DBINT NULL
CallsRoutedToday Number of calls routed to the peripheral since DBINT NULL

midnight.
CTIServerOnline Indicates the state of the CTI Server, if any, DBINT NULL
associated with the peripheral:
• 0 = Off-line
• 1 = On-line
CurrentHalfHour Date and time at the start of the current half-hour DBDATETIME NULL
interval.
312
All Tables

NULL
Option
DateTime The date and time that this data was last updated. DBDATETIME NOT
NULL
Mode Current mode of the peripheral as reported by the DBINT NULL
PG:
• 0 = Off-line
• 1 = Primary
• 2 = Backup
MRDomainID The identifier for the Media Routing Domain DBINT PK, FK
associated with this peripheral. NOT
NULL
Online Current on-line state of the peripheral as determined DBINT NOT
by the Central Controller: NULL
• 0 = Off-line
• 1 = On-line
PeripheralData1 Peripheral-specific data. DBINT NOT

NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
NULL
313
All Tables

NULL
Option
NULL
NULL
NULL
NULL
NULL
NULL
PeripheralID Identifier for the peripheral. DBSMALLINT PK, FK
NOT
NULL
PeripheralTimeOffset Difference in seconds between the peripheral's time DBINT NOT
and the Central Controller's time. NULL
PeripheralTimeZone The time zone at the peripheral. The value is the DBINT NULL
offset in minutes from UTC (formerly called GMT).
ServiceLevelAbandHalf Total number of calls to the peripheral abandoned DBINT NULL

half-hour interval.
ServiceLevelAbandToday Cumulative total of calls to the peripheral abandoned DBINT NULL

within the service level threshold since midnight.
ServiceLevelCallsHalf Total number of calls to the peripheral answered DBINT NULL

half-hour interval. Total number of calls to the
peripheral answered within the service level
threshold during the current half-hour interval.
ServiceLevelCallsOfferedHalf Total number of calls to the peripheral that had a DBINT NULL
service level event during the current half-hour
interval.
ServiceLevelCallsOfferedToday Total number of calls to the peripheral that had a DBINT NULL
service level event since midnight.
ServiceLevelCallsToday Number of calls to this service handled within the DBINT NULL
peripheral service level since midnight.
314
All Tables
Peripheral_Target

NULL
Option
ServiceLevelHalf Service level for the peripheral for the current DBFLT4 NULL
half-hour interval.
ServiceLevelToday Service level for the peripheral since midnight. DBFLT4 NULL
Status Indicates the current failure state of the peripheral. DBINT NULL
To see the list of status codes, see Peripheral Real
Time Status Field, on page 610.
UserControl Unused. DBINT NULL
Peripheral_Target
Table
Each row specifies the peripheral address (network trunk group and DNIS) associated with a route.
Use the PG Explorer tool to add, update, and delete Peripheral_Target records.
Related Tables
Table 261: Indexes for Peripheral_Target Table
XAK1Peripheral_Target nonclustered, unique, unique key NetworkTrunkGroupID, DNIS

located on PRIMARY
XIE1Peripheral_Target nonclustered located on PRIMARY RouteID
XPKPeripheral_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY
Table 262: Fields in Peripheral_Target Table

NULL
Option
315
All Tables
Persistent_Variable

NULL
Option
added/updated.
DelayBeforeQueue The number of seconds the peripheral waits before DBSMALLINT NOT
queuing an incoming call to an agent. This time NULL
might be used, for example, to play a forced
announcement.
Description Additional information about the target. DESCRIPTION NULL
DNIS DNIS digits the routing client sends when addressing VNAME32 AK-1 NOT
this target. NULL
NOT
NULL
NetworkTrunkGroupID Indicates the Network Trunk Group associated with DBINT AK-1, FK
this peripheral target. NOT
NULL
RouteID Indicates the Route associated with this peripheral DBINT FK, IE-1
target. NULL
Persistent_Variable
page 636.
Stores the current value of persistent user variables. User variables are defined in the User_Variable table.
The CallRouter automatically maintains the Persistent_Variable table.
Related Table
User_Variable, on page 551 (via UserVariableID)
Table 263: Indexes for Persistent_Variable Table
XAK1Persistent_Variable nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XPKPersistent_Variable clustered, unique, primary key located UserVariableID, ForeignKey1

on PRIMARY
316
All Tables
Person
Table 264: Fields in Persistent_Variable Table

NULL
Option
ForeignKey1 If the variable is associated with an object type, the DBINT PK NOT
key value of the specific object. NULL
UserVariableID Foreign key from the User_Variable table. DBINT PK, FK

NOT
NULL
ValueChar The value of the variable, if it is a character string. DESCRIPTION NULL
ValueDateTime The value of the variable, if it is a date-time. DBDATETIME NULL
ValueFloat The value of the variable, if it is a floating point DBFLT8 NULL

number.
ValueInt The value of the variable, if it is an integer.. DBINT NULL
Note To add the persistent user variable data to the Persistent_Variable table, set the following registry key must
be set to 1. HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\[Instance_name]\LoggerA\Logger\CurrentVersion\HistoricalData\Persistent\Variable.
Person
Provides primary identification and authentication for all system users, including both agents and administrators.
Related Table
Agent, on page 16 (via PersonID)
Table 265: Indexes for Person Table
XAK2Person nonclustered, unique, unique key LoginNameShadow

located on PRIMARY
XIE1Person nonclustered located on PRIMARY FirstName, LastName
317
All Tables
Person
XPKPerson clustered, unique, primary key located PersonID

on PRIMARY
Table 266: Fields in Person Table

NULL
Option
added/updated.

NULL
• Y = Yes
• N = No
Incremented when the record is changed in the

central database.
department.
Description Additional information about this person. DESCRIPTION NULL
FirstName The person's first name. VNAME32 NOT

NULL
LastName The person's last name. VNAME32 AK-1, IE-1
NOT
NULL
LoginEnabled Specifies whether login is allowed for this person: DBCHAR NOT
Y: yes, N: no. NULL
LoginName The person's login or user name. VARCHAR(255) NOT

NULL
In a Packaged CCE deployment, the FirstName,
LastName, and LoginName appear as the value in
the Agent Report Value List.
LoginNameShadow A login name in uppercase or lowercase, as indicated VARCHAR(255) AK-2 NOT

in ICR Globals. NULL
Password An optional encrypted password. varchar NULL
PasswordChangeRequired Reserved for future use. DBSMALLINT NOT

NULL
318
All Tables
Physical_Controller_Half_Hour

NULL
Option
PasswordLastChangedTime Reserved for future use. DBDATETIME NULL
PersonID A unique identifier. DBINT PK NOT

NULL
SSOEnabled A flag that indicates if the agent is enabled for SSO DBSMALLINT NOT
Login when the system is configured in hybrid SSO NULL
mode.
• 0 = Disabled
• 1 = Enabled
VerificationStatus The verification status of the person's login: CHAR(1) NULL

• N = Not Verified (the default)
• V = Verified
• S = Synchronized (loaded from an external
source)
ECEPerson* Indicates if the person is configured in ECE or not. DBCHAR NOT

NULL
Stored as Y or N. Default = N.
ScreenName* Screen name of the person configured in ECE. VNAME32 NULL
EmailAddress* Email address of the person configured in ECE. VARCHAR(50) NULL
Languages* List of languages associated with the person VARCHAR(128) NULL

configured in ECE separated by comma.
* Indicates the ECE-related attributes for a given Person record. The ECE agent configuration is integrated
in Packaged CCE from Release 12.0.
Each row provides statistics for a single Network Interface Controller (NIC) or Peripheral Gateway (PG).
The system software automatically generates Physical_Interface_Controller records.
Related Table
Physical_Interface_Controller, on page 321 (via PhysicalControllerID)
319
All Tables
Table 267: Indexes for Physical_Controller_Half_Hour Table
XAK1Physical_Controller_Half_H nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Physical_Controller_Half_H nonclustered located on PRIMARY DbDateTime
XPKPhysical_Controller_Half_Ho clustered, unique, primary key located DateTime, PhysicalControllerID, TimeZone

on PRIMARY
Table 268: Fields in Physical_Controller_Half_Hour Table

NULL
Option
ActivePGAgentSideATimeToHalf Number of seconds the Peripheral Gateway's Agent DBINT NULL
process maintained an active connection to the Side
A CallRouter.
ActivePGAgentSideBTimeToHalf Number of seconds the Peripheral Gateway's Agent DBINT NULL

process maintained an active connection to the Side
B CallRouter.
DateTime Central Controller date and time at the start of the DBSMALLDATE PK NOT
half- hour interval. NULL
DMPInServiceTimeToHalf Number of seconds the Peripheral Gateway's Device DBINT NULL

Management Protocol connection to the CallRouter
was in service.
PhysicalControllerID Unique identifier for this physical controller. DBSMALLINT PK, FK

NOT
NULL
to the west of UTC.
320
All Tables
Physical_Interface_Controller
Physical_Interface_Controller
Describes a single Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two
entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table.
A pair of duplexed PGs share a single entry in the Physical Interface Controller table.
Use the PG or NIC Explorer tools to add, update, and delete Physical_Interface_Controller records.
Related Tables
Logical_Interface_Controller, on page 270 (via LogicalControllerID)
Routing_Client_Five_Minute, on page 392 (via PhysicalControllerID)
Physical_Controller_Half_Hour, on page 319 (via PhysicalControllerID)
Table 269: Indexes for Physical_Interface_Controller Table
XAK1Physical_Interface_Control nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIE1Physical_Interface_Control nonclustered located on PRIMARY LogicalControllerID
XPKPhysical_Interface_Controll clustered, unique, primary key located PhysicalControllerID

on PRIMARY
Table 270: Fields in Physical_Interface_Controller Table

NULL
Option
added/updated.

NULL
• Y = Yes
• N = No
Description Additional information about the controller. DESCRIPTION NULL
EnterpriseName An enterprise name for the controller. This name VNAME32 AK-1 NOT
must be unique for all physical controllers in the NULL
enterprise.
321
All Tables
Precision_Queue

NULL
Option
LogicalControllerID Foreign key from Logical Interface Controller table. DBSMALLINT FK, IE-1
NOT
NULL
PhysicalControllerID Unique identifier for this physical controller. DBSMALLINT PK NOT
NULL
NULL
Precision_Queue
The Precision_Queue table defines a queue used for precision routing.
Related Tables
• Agent_Real_Time (via PrecisionQueueID)
• Agent_Skill_Group_Interval (via PrecisionQueueID)
• Agent_Skill_Group_Real_Time (via PrecisionQueueID)
• Call_Type_SG_Interval (via PrecisionQueueID)
• Precision_Q_Real_Time (via PrecisionQueueID)
• Precision_Q_Step_Real_Time (via PrecisionQueueID)
• Precision_Queue_Step (via PrecisionQueueID)
• Precision_Queue_Term (via PrecisionQueueID)
• Router_Queue_Interval (via PrecisionQueueID)
• Skill_Group (via PrecisionQueueID)
• Skill_Group_Interval (via PrecisionQueueID)
• Termination_Call_Detail (via PrecisionQueueID)
322
All Tables
Precision_Queue
Table 271: Fields in Precision_Queue Table

NULL
Option
AgentOrdering The ordering used for agents in this queue. DBINT NOT
NULL
Values:
• 1 = LAA (agent availability time). This is the
default value.
• 2 = Most proficient agent
• 3 = Least proficient agent
PrecisionQueueID ID and primary key. DBINT PK1,NOT

NULL
BucketIntervalID Foreign key from Bucket_Interval table. DBINT FK1,
NULL
CallOrdering The ordering used for calls in this queue. DBINT NOT
NULL
Values:
• 1 = Priority, then time in queue. This is the
default value.
ChangeStamp Change stamp CHANGESTAMP NOT

NULL
added/updated.
department.
Description Description DESCRIPTION NULL
EnterpriseName Name of the queue. VNAME32 AK1, NOT

NULL
ForceExpandingQueue Forces the step configuration for the Precision Queue DBCHAR NOT
to always increase the configured agent count. The NULL
default setting is Y.
Note For future use. Not currently used.
MRDomainID Foreign key to the Media_Routing_Domain table. DBINT NOT

The ID of the Media Routing Domain with which NULL
this precision queue is associated. The default is 1,
for Voice.
ServiceLevelThreshold The service level threshold, in seconds, for the DBINT NOT
service level. NULL
323
All Tables
Precision_Q_Real_Time Table

NULL
Option
ServiceLevelType Indicates how the system software calculates the DBSMALLINT NOT
service level for the Precision Queue: NULL
• 1 = Ignore Abandoned Calls. (Remove the
abandoned calls from the calculation.)
• 2 = Abandoned Calls have Negative Impact.
(Treat the abandoned calls as though they
exceeded the service level threshold.)
• 3 = Abandoned Calls have Positive Impact.
(Treat the abandoned calls as though they were
answered within the service level threshold.)
Note Note: For each calculation, the system

software separately tracks the number of
calls abandoned before the threshold
expires.
Deleted Deleted Flag. Stored as a character. Y = Yes, N = DBCHAR NOT

No. NULL
This table is in the Precision Queue category.
The system software generates a Precision_Q_Real_Time record for each Precision Queue.
Related Table
Precision_Queue, on page 322
324
All Tables
Table 272: Fields in Precision_Q_Real_Time Table

NULL
Option
AnswerWaitTimeTo5 In Unified CCE, the number of seconds calls spent DBINT NULL
between first queued being queued to the skill group
through Select (LAA) or Queue to skill group nodes
to when they were answered by an agent.
DelayTime
AnswerWaitTime is calculated from the following:
• DelayTime
• LocalQTime
• RingTime
• NetworkQTime
ApplicationAvailable The number of agents belonging to this skill group DBINT NULL
who are currently ApplicationAvailable with respect
to the MRD to which the skill group belongs. An
agent is Application available if the agent is Not
Routable and Available for the MRD.

Avail Number of agents for the Precision Queue in DBINT NULL
Not_Active state with respect to this Precision
Queue.
AvailTimeTo5 Total seconds agents in the Precision Queue have DBINT NULL
been in the Not_Active state during the current
five-minute interval. AvailTime is included in the
calculation of LoggedOnTime
325
All Tables

NULL
Option
AvgHandledCallsTalkTimeTo5 Average talk time in seconds for calls counted as DBINT NULL
handled by the Precision Queue during the rolling
five-minute interval. This value is calculated as
follows: HandledCallsTalkTimeTo5 /
CallHandledTo5 AvgHandledCallsTalkTime is
calculated only for calls counted as handled. This
field is updated in the database when any after-call
work associated with the call is completed.
AvgHandledCallsTimeTo5 Average handle time in seconds for calls counted as DBINT NULL
five-minute interval. The value is calculated as
follows: HandledCallsTalkTimeTo5 /
CallHandledTo5 The AvgHandledCallsTime value
is updated in the database when the after-call work
time associated with the call is completed.
BusyOther Number of agents currently in the BusyOther state DBINT NULL

with respect to this Precision Queue.
BusyOtherTimeTo5 Number of seconds agents have spent in the DBINT NULL

BusyOther state during the rolling five-minute
interval. BusyOtherTime is included in the
CallsAbandQTo5 The number of calls that abandoned while queued DBINT NULL
in the router to this agent, in the rolling five-minute
interval.
CallsAbandToAgentTo5 In the rolling five-minute interval, the number of DBINT NULL

calls abandoned after they have been routed to the
agent desktop and before they have been answered
(for example, Abandon Ringing).. This field is
applicable for Unified CCE systems and for systems
where calls are translation-routed to Precision
Queues.
CallsAbandDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
Precision Queue, and had to be routed to another
Precision Queue or Skill Group in the rolling
five-minute interval. This field is incremented when
a call is de-queued through the Cancel Queue node.
CallsAnsweredTo5 The number of calls that were answered by the DBINT NULL
Precision Queue during the rolling five-minute
interval.
326
All Tables

NULL
Option
CallsDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
Precision Queue to be routed to another Precision
Queue in the rolling five-minute interval. This field
is also incremented when a call is de-queued via
Cancel Queue node.
CallsHandledTo5 The number of calls that were handled by the DBINT NULL
Precision Queue during the rolling five-minute
interval.
A handled call is:

CallsInProgress The total number of ongoing non-voice tasks DBINT NULL

associated with this Precision Queue. This field
populates for non-voice tasks only.
CallsOfferedTo5 Number of calls offered to the Precision Queue DBINT NULL

during the rolling five-minute interval. A call is
counted only when it is answered. This field
represents local queue counts at the ACD. It is
incremented only in the event of local queueing. In
the event of Network Queueing, the field
incremented in RouterCallsOfferedTo5.
CallsOfferedTo5 The number of calls received by this Precision DBINT NULL

Queue in the rolling five-minute interval. This value
is set by the Call Router. A call is counted as offered
as soon at it is sent to a Precision Queue.
This value is incremented by: CallType short calls,
which are counted as abandoned for Precision
Queues. (There is no short call count in the
Skill_Group_Real_Time table.) Calls that are
cancelled by Cancel Queue node and re-queued to
the same Precision Queue Calls that are routed to a
Precision Queue, re-queried, and re-queued to the
same Precision Queue.
CallsQNow Number of calls currently queued for the Precision DBINT NULL
Queue at the CallRouter.
DateTime Central Controller date and time that this data was DBDATETIME NOT
last updated NULL
327
All Tables

NULL
Option
HandledCallsTalkTimeTo5 Total talk time, in seconds, for calls counted as DBINT NULL
five-minute interval. It is updated in the database
call (if any) is completed.
HandledCallsTimeTo5 This field only applies to configured skill groups. DBINT NULL
Total handle time, in seconds, for calls counted as
Handle time is number of seconds an agent spent
answering the call (including the time the call was
on hold) to the time the agent completed the
after-call work associated with the call.
HoldTime +

Hold The number of agents that have all active calls on DBINT NULL
hold. The agent is not in the Hold state with one call
on hold and talking on another call (for example, a
consultative call). The agent must have all active
calls on hold.
HoldTimeTo5 Number of seconds where all calls to the agent are DBINT NULL
on hold during the rolling five-minute interval.
HoldTime is counted only while the agent is doing
no other call related activity. HoldTime is included
in the calculation of LoggedOnTime.
328
All Tables

NULL
Option
IcmAvailable The number of agents belonging to this Precision DBINT NULL
Queue who are currently ICMAvailable with respect
to the MRD to which the Precision Queue belongs.
An agent is ICM available if s/he is Routable and
Available for the MRD. This means that the agent
can be routed a task by system software.
InterruptedTimeTo5 The number of seconds during which all calls to the DBINT NULL
agent are in interrupted state during the rolling
LoggedOn Number of agents that are currently logged on to the DBINT NULL
Precision Queue. This count is updated each time
an agent logs on and each time an agent logs off.
LoggedOnTimeTo5 Total time, in seconds, agents were logged on to the DBINT NULL
Precision Queue during the current (rolling)
five-minute interval. This field is applicable for
Unified CCE.
This value is based on the following:
• HoldTimeTo5
• TalkInTimeTo5
• TalkOutTimeTo5
• TalkOtherTimeTo5
• AvailTimeTo5
• NotReadyTimeTo5
• WorkReadyTimeTo5
• WorkNotReadyTimeTo5
• BusyOtherTimeTo5
• ReservedStateTimeTo5
• TalkAutoOutTimeTo5
• TalkPreviewTimeTo5
• TalkReservedTimeTo5

Unified CCE and Outbound Option.
LongestCallInQ The time when the longest call in queue was queued DBDATETIME NULL
for this Precision Queue.
329
All Tables

NULL
Option
NotReady Number of agents in the Not Ready state for the DBINT NULL
Precision Queue.
NotReadyTimeTo5 Total seconds agents in the Precision Queue have DBINT NULL
been in the Not Ready state during the rolling
five-minute interval. NotReadyTime is included in
the calculation of LoggedOnTime.
NumAgentsInterruptedNow The number of agents whose state with respect to DBINT NULL
this Precision Queue is currently Interrupted.
PercentUtilizationTo5 Percentage of Ready time that agents in the Precision DBFLT4 NULL
Queue spent talking or doing call work during the
rolling five-minute interval. This is the percentage
of time agents spend working on calls versus the
time agents were ready.
PrecisionQueueID Foreign key from Precision Queue table. DBINT PK, NOT
NULL
Ready The number of agents who are Routable with respect DBINT NULL
to the MRD associated with this Precision Queue,
and whose state with respect to this Precision Queue
is currently something other than NOT_READY or
WORK_NOT_READY.
RedirectNoAnsCallsTo5 In the rolling five-minute interval, the number of DBINT NULL

ACD calls to the Precision Queue that rang at an
agent's terminal and redirected on failure to answer.
330
All Tables

NULL
Option
ServiceLevelCallsAbandTo5 The count of calls that abandon within the Precision DBINT NULL
Queue SL threshold in rolling five-minute interval.
Calls may abandon while in the Precision Queue
queue, or they may abandon after they have been
routed to a Precision Queue. Calls that abandon after
they are routed to a Precision Queue are identified
by TCD records with abandoned call disposition. If
the call is queued and abandons before it is routed
to any Precision Queues (within the ServiceLevel
threshold), the Router will increment this value for
ALL the Precision Queues this call was queued for.
If the call abandons after it was routed to a Precision
Queue, that Precision Queue will have
ServiceLevelCallsAband incremented. Dequeuing
the call via Cancel Node has no impact on
ServiceLevelCallsAband. Calls may be de-queued
via Cancel Queue node or de-queued from this
Precision Queue to be routed to a different Precision
Queue.
Note With the existence of a network VRU,
this value includes time in the network
queue.
ServiceLevelCallsDequeuedTo5 The number of calls de-queued from a Precision DBINT NULL

Queue, within the Precision Queue Service Level
threshold, in rolling five-minute interval.
queue.
331
All Tables

NULL
Option
ServiceLevelCallsOfferedTo5 The number of calls that are routed to a Precision DBINT NULL
Queue or queued for a the Precision Queue in the
It includes the following call categories:
• Calls that are answered within the ServiceLevel
threshold.
• Calls that are abandoned within the
ServiceLevel threshold.
• Calls that are redirected within the ServiceLevel
threshold (this is consistent with Call Type
ServiceLevel).
• Calls that are not complete after the
ServiceLevel threshold has passed (that is, calls
queued longer than the Service Level
threshold).
Note Calls that end in error state within SL

threshold are not counted as
ServiceLevelCallsOffered.
queue.
ServiceLevelCallsTo5 The number of calls that are answered by the DBINT NULL
Precision Queue within the Service Level threshold
in the rolling five-minute interval.
332
All Tables

NULL
Option
ServiceLevelTo5 Service Level for the Precision Queue in rolling DBFLT4 NULL
There are three types of service level calculations,
and they are determined by the Service Level type
chosen in configuration.
They are:
1. Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered
- ServiceLevelCallsAband - CallsDequeued)
2. Abandoned Calls have Negative Impact
ServiceLevel = ServiceLevelCalls /
ServiceLevelCallsoffered - CallsDequeued)
3. Abandoned Calls have Positive Impact
ServiceLevel = (ServiceLevelCalls +
ServiceLevelCallsAband) /
(ServiceLevelCallsoffered - CallsDequeued)
Note This field is relevant to the Unified CCE

environment only.
ServiceLevelRONATo5 The calls that redirected on no answer within Service DBINT NULL
Level threshold within the rolling five-minute
interval. These calls are part of the
TalkingIn Number of agents in the Precision Queue currently DBINT NULL

talking on inbound calls.
TalkingOther Number of agents in the Precision Queue currently DBINT NULL

talking on internal (neither inbound nor outbound)
calls. Examples of other calls include agent-to-agent
transfers and supervisor calls.
TalkInTimeTo5 Total seconds agents spent talking on inbound calls DBINT NULL
for the Precision Queue during the rolling
five-minute interval. TalkInTime is included in the
calculation of TalkTime and LoggedOnTime.
333
All Tables

NULL
Option
TalkOtherTimeTo5 Total seconds agents spent talking on other calls DBINT NULL
(neither inbound nor outbound) for the Precision
Queue during the rolling five-minute interval.
TalkTimeTo5 Total seconds agents in the Precision Queue have DBINT NULL
been in the Talking state during the rolling
follows: TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5.
TransferInCallsTimeTo5 Total number of seconds agents spent on calls DBINT NULL

transferred into the Precision Queue that ended
during the rolling five-minute interval. The value is
updated in the database when the after-call work
time associated with the call (if any) is completed.
TransferInCallsTo5 Number of calls transferred into the Precision Queue DBINT NULL
that ended during the current five-minute interval.
The value is updated in the database when the
is completed. For blind transfers in Unified CCE,
the value is updated in the database when an agent
blind transfers the call to an IVR. For blind transfers
in Unified CCE with a Unified CCE System PG, the
value is not updated in the database until the call
that was blind transferred to an IVR is subsequently
transferred to another agent.
Note For blind transfers in Unified CCE with
a Unified CCE System PG, this field is
updated when the call that was blind
transferred to an IVR is subsequently
transferred to another agent and the agent
answers the call. For this call scenario
this field is not updated in Unified CCE
without a Unified CCE System PG.
TransferOutCallsTo5 Number of calls transferred out of the Precision DBINT NULL

Queue that ended during the rolling five-minute
interval. The value is updated in the database when
the after-call work time associated with the call (if
any) is completed.
WorkNotReady Number of agents in the Precision Queue in the DBINT NULL

Work Not Ready state.
334
All Tables
Precision_Queue_Step

NULL
Option
WorkNotReadyTimeTo5 Total seconds agents have been in the Work Not DBINT NULL
Ready state during the rolling five-minute interval.
WorkNotReadyTime is included in the calculation
of LoggedOnTime.
WorkReady Number of agents in the Precision Queue in the DBINT NULL

Work Ready state.
WorkReadyTimeTo5 Total seconds agents have been in the Work Ready DBINTNULL
state during the rolling five-minute interval.
LoggedOnTime.
Precision_Queue_Step
The Precision_Queue_Step table defines a set of ordered steps that apply to a Precision Queue. Each ordered
step then contains a set of attributes terms that defines what attributes an agent must have to be a member of
a Precision Queue step. Basically, it defines a formula that is a list of Attribute tests.
Related Table
Precision_Queue_Term, on page 337 (via PrecisionQueueStepID)
Table 273: Fields in Precision_Queue_Step

NULL
Option
ConsiderIf Consider If expression which must be met in order VARCHAR(255) NULL
to execute a particular step.
Description DESCRIPTION NULL

NextStep Boolean which indicates whether the next step DBCHAR NOT
should be evaluated if the Consider If test fails. NULL
Default is Y. A value of N indicates that the node
should exit following a False Consider If test.
PrecisionQueueID Foreign key to Precision_Queue table. DBINT FK, NOT

NULL
PrecisionQueueStepID Integer that defines the unique row for a Precision DBINT PK, NOT
Queue step. It is the primary key. NULL
StepOrder Integer that defines the order of rows for a Precision DBINT NOT
Queue step. StepOrder begins with 1. NULL
335
All Tables
Precision_Q_Step_Real_Time

NULL
Option
WaitTime An optional Wait time to apply before proceeding DBINT NOT
to the next step (in seconds). Default is 0. NULL
Precision_Q_Step_Real_Time
This table is in the Precision Queue category.
The system software generates a Precision_Q_Step_Real_Time record for each Precision Queue.
Related Tables
Table 274: Fields in Precision_Q_Step_Real_Time

NULL
Option
AgentsAvailable Number of Agents eligible and available for this DBINT NULL
Precision Queue Step.
AgentsLoggedIn Number of Agents logged in for this Precision Queue DBINT NULL
Step.
PrecisionQueueID Primary key (together with PrecisionQueueStepID). DBINT PK1, NOT

Foreign key from Precision_Queue table. NULL
PrecisionQueueStepID Primary key (together with PrecisionQueueID). DBINT PK2, NOT

Foreign key from Precision_Queue_Step table. NULL
AvgCallsInQueueTime Average length of queue time for this Precision DBINT NULL
Queue Step.
CallsInQueue Number of calls in queue for this Precision Queue DBINT NULL
Step
CallsInQueueTime Total time of calls in queue for this Precision Queue DBINT NULL
Step.
last updated. NULL
336
All Tables
Precision_Queue_Term

NULL
Option
LongestCallInQueue The time stamp of the longest call in queue for this DBDATETIME NULL
Precision Queue Step.
NextAvailAgent The next Agent to be selected based on the agent DBINT NULL
ordering criteria of the Precision Queue.
The Precision_Queue_Term table defines a set of attribute condition terms that apply to a Precision Queue
Step. Each set of terms determine what attributes an agent must have to be a member of the Precision Queue
step.
Related Tables
Tables that hold Precision_Queue_Term data are listed below:
Table 275: Fields in Precision_Queue_Term

NULL
Option
PrecisionQueueTermID Integer that defines the unique row for a Precision DBINT PK, NOT
Queue Term. It is the primary key. NULL
PrecisionQueueID Foreign key to Precision_Queue table. DBINT FK, NOT

NULL
PrecisionQueueStepID Foreign key to Precision_Queue_Step table. DBINT FK, NOT
NULL
TermOrder Integer that defines the order of rows for a Precision DBINT NOT
Queue Step. It is part of the primary key. TermOrder NULL
begins with 1.
AttributeSetID Foreign Key from Attribute_Set table. Controls DBINT FK, NOT
which attribute set is tested. Null=Yes to allow for NULL
rules which do not test an Attribute Set.
337
All Tables

NULL
Option
AttributeID Foreign Key from Attribute table. Controls which DBINT FK, NOT
attribute set is tested. Null=Yes to allow for rules NULL
which do not test an Attribute.
ParenCount Number of parentheses around this term. A positive DBINT NOT

number indicates open parenthesis before the term; NULL
a negative number indicates closed parenthesis after
the term.
TermRelation Indicates the relationship of this term to the DBINT NOT

preceding term. Default is 0 for first item, 1 for NULL
others.
Values are:
• 0 = none (only legal on first item for queue,
since there is no preceding term)
• 1 = AND
• 2 = OR
• 3 = AND NOT
• 4 = OR NOT
AttributeRelation Indicates what kind of comparison is done on the DBINT NOT

attribute. Default is 1. NULL
Values are:
• 0 = Unknown
• 1 = equal
• 2 = not equal
• 3 = less than
• 4 = less than or equal
• 5 = greater than
• 6 = greater than or equal
• 7 = between (inclusive)
• 8 = member
• 9 = agent has attribute, regardless of value
• 10 = agent does not have attribute
• 11 = not member
338
All Tables
Query_Rule

NULL
Option
Value1 The value that the attribute is tested against. If VARCHAR(255) NULL
AttributeRelation is member or not member, then
this is a JSON compatible string listing the values.
Must be convertible to the datatype specified in the
Attribute table.
Value2 A second value, used only as the upper bound when VARCHAR(255) NULL
the AttributeRelation is between. It also can contain
additional values for member if Value1 is not
enough. Must be convertible to the datatype
specified in the Attribute table.
Query_Rule
Specifies the association between a query rule clause and an import rule. A query rule works on a particular
import rule to select a group of contacts from an overall import list. For example, from a particular import list
you might want to select and call all customers that have account numbers greater than 10,000.
Query_Rule records.
Related Tables
Campaign_Query_Rule_Real_Time, on page 162 (via QueryRuleID)
Campaign_Query_Rule_Half_Hour, on page 156 (via QueryRuleID)
Campaign_Query_Rule, on page 153 (via QueryRuleID)
Dialer_Detail, on page 210 (via QueryRuleID)
Table 276: Indexes for Query_Rule Table
XAK1Query_Rule nonclustered, unique, unique key QueryRuleName

located on PRIMARY
XPKQuery_Rule clustered, unique, primary key located QueryRuleID

on PRIMARY
339
All Tables
Query_Rule
Table 277: Fields in Query_Rule Table

NULL
Option
APIGenerated Identifies whether this campaign was created using DBCHAR NOT
Option Query Rule tool in the ICM

added/updated.

NULL
• Y = Yes
• N = No
Description Description of what the query rule contains or how DESCRIPTION NULL
it is being used.

Enabled Setting of query rule within this campaign: DBCHAR NOT

NULL
• Y = The query rule is enabled.
• N = the query rule is not enabled.
340
All Tables
Query_Rule_Clause

NULL
Option
ImportRuleID Identifies (indirectly) the contact list to which this DBINT FK NOT
query rule refers. Foreign key from the Import Rule NULL
table.
QueryRuleID A unique identifier for this Query rule. DBINT PK NOT

NULL
QueryRuleName The customer-entered name for this query rule. VNAME32 AK-1 NOT
NULL
Query_Rule_Clause
Contains the SQL rules associated with each query rule. There is a single row for each configured query rule.
Related Table
Table 278: Indexes for Query_Rule_Clause Table
XPKList_Rule clustered, unique, primary key located QueryRuleID, SequenceNumber

on PRIMARY
Table 279: Fields in Query_Rule_Clause Table

NULL
Option
341
All Tables
Reason_Code

NULL
Option
QueryRuleID The query rule to which this clause belongs. Foreign DBINT PK, FK
key from the Query Rule table. NOT
NULL
RuleData The rule definition to be used to process each query varchar(255) NOT
rule. NULL
SequenceNumber An index for query rule clauses within a given query DBINT PK NOT
rule. NULL
Reason_Code
page 636.
Configuration table containing the reason code text to reason code mapping information.
Table 280: Indexes for Reason_Code Table
XAK1Reason_Code nonclustered, unique, unique key ReasonCode

located on PRIMARY
XPKReason_Code clustered, unique, primary key located ReasonCodeID

on PRIMARY
Table 281: Fields in Reason_Code Table

NULL
Option
added/updated.
Deleted Default value is N. DBCHAR NOT

NULL
342
All Tables
Recovery

NULL
Option
Description The description of the reason code. DESCRIPTION NULL
ReasonCode Reason code used by agents (configurable). [In DBINT AK-1 NOT
addition to reason codes that you have defined, NULL
Unified CCE uses some predefined reason codes.
See Reason Codes, on page 611.]
ReasonCodeID A unique identifier created by the schema. DBINT PK NOT

NULL
ReasonText Text associated with the reason code numeric value. varchar(40) NOT
NULL
Recovery
Contains internal status information for each table in the database.
Table 282: Indexes for Recovery Table
XAK1Recovery nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Recovery nonclustered located on PRIMARY DateTime
XPKRecovery clustered, unique, primary key located RecoveryKey

on PRIMARY
Table 283: Fields in Recovery Table

NULL
Option
DateTime Date and time of the checkpoint. DBDATETIME IE-1 NOT
NULL
EndTime Ending time. DBDATETIME NULL
FromRecoveryKey Starting recovery key value. DBFLT8 NULL
343
All Tables
Recurring_Schedule_Map

NULL
Option
RecoveryKey A unique ID assigned to each record and used DBFLT8 PK, AK-1
internally by the Unified ICM/Unified CCE software NOT
to track the record. NULL
RowsCopied Number of rows copied. DBINT NULL
StartTime Starting time. DBDATETIME NULL
TableName Name of the table that caused a checkpoint. VNAME32 NOT

NULL
ToRecoveryKey Ending recovery key value. DBFLT8 NOT
NULL
Type Type of record. VNAME32 NOT
NULL
Each row describes a periodic schedule used, for example, by a scheduled target. Use the Workforce
Management Integration System to create, update, and delete recurring schedules.
Related Table
Table 284: Indexes for Recurring_Schedule_Map Table
XPKRecurring_Schedule_Map clustered, unique, primary key located ScheduleID, SequenceNumber

on PRIMARY
Table 285: Fields in Recurring_Schedule_Map Table

NULL
Option
Bool1 Reserved for future use. DBCHAR NOT
NULL
Bool2 Reserved for future use. DBCHAR NOT
NULL
344
All Tables

NULL
Option
DayFlags A bit mask specifying the days on which the DBINT NOT
schedule is active. To see values, see Days, on page NULL
596.
DayOfMonth Indicates to which day of month the schedule DBSMALLINT NOT

applies. To see values, see Days, on page 596. NULL
DayPosition In conjunction with DayType, indicates the position DBSMALLINT NOT

of a day within a month. To see values, see Days, NULL
on page 596.
DayType Indicates to which day the schedule applies. To see DBSMALLINT NOT
values, see Days, on page 596. NULL
EndDay The day of the month on which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end date. NULL
EndHour The hour of the day at which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end time. NULL
EndMinute The minute of the hour at which the schedule DBSMALLINT NOT
time.
EndMonth The month in which the schedule expires. The value DBSMALLINT NOT
EndSecond The second of the minute at which the schedule DBSMALLINT NOT
time.
EndYear The year in which the schedule expires. The value DBINT NOT
Long1 For scheduled targets, the maximum number of DBINT NULL

simultaneous calls the target can handle during the
schedule period.
Long2 Reserved for future use. DBINT NULL
MonthOfYear Indicates to which month the schedule applies: DBSMALLINT NOT

NULL
• 0 = Applies to every month.
• 1- 12= Specifies the month of year.
345
All Tables
Region

NULL
Option
ScheduleID Identifies the schedule that recurs. DBINT PK, FK
NOT
NULL
SequenceNumber Index for schedules associated with a specific DBINT PK, NOT
service. NULL
StartDay The day of the month on which the schedule goes DBSMALLINT NOT
into effect (1 through 31). NULL
StartHour The hour of the day at which the schedule goes into DBSMALLINT NOT
effect. NULL
StartMinute The minute of the hour at which the schedule goes DBSMALLINT NOT
into effect. NULL
StartMonth The month in which the schedule goes into effect (1 DBSMALLINT NOT
through 12). NULL
StartSecond The second of the minute at which the schedule goes DBSMALLINT NOT
into effect. NULL
StartYear The year in which the schedule goes into effect. DBINT NOT
NULL
Type The type of schedule. DBSMALLINT NOT
NULL
Region
page 636 .
Each row defines a region composed of calling line ID prefixes or of other regions.
Use Configuration Manager to create, update, and delete Region rows.
Related Tables
Dialed_Number_Map, on page 203 (via RegionID)
Region_Member, on page 348 (via RegionID)
Region_Prefix, on page 349 (via RegionID)
Region_View_Member, on page 354 (via RegionID)
346
All Tables
Region_Info
Table 286: Indexes for Region Table
XAK1Region nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XPKRegion clustered, unique, primary key located RegionID

on PRIMARY
Table 287: Fields in Region Table

NULL
Option
added/updated.
Description Additional information about the region. DESCRIPTION NULL
EnterpriseName An enterprise name for the region. This name must VNAME32 AK-1 NOT
be unique for all regions in the enterprise. NULL
RegionID A unique identifier for the region. DBINT PK NOT

NULL
RegionType The type of the region. DBINT NOT
NULL
Region_Info
Specifies which prefixes and regions are predefined by the system software.
Use Configuration Manager to create, update, and delete Region rows.
Table 288: Fields in Region_Info Table

NULL
Option
Comment Any additional information about the pre-defined DESCRIPTION NULL
regions.
347
All Tables
Region_Member

NULL
Option
Location Identifies the types of prefixes and regions VNAME32 NOT
pre-defined by the system software. NULL
MajorVersion The major version number of the predefined regions. DBINT NOT
NULL
MinorVersion The minor version number of the predefined regions. DBINT NOT
NULL
Region_Member
This table is part of the Script category (see Script, on page 575 category. For database rules, see Script Tables,
on page 636.
Each row defines the relationship between two regions. A region is composed of calling line ID prefixes or
of other regions. Each Region_Member row associates a region with a parent region.
Use Unified ICM Configuration Manager to create, update, and delete Region Member rows.
Related Table
Region, on page 346 (via RegionID and ParentRegionID)
Table 289: Indexes for Region_Member Table
XIE1Region_Member nonclustered located on PRIMARY ParentRegionID
XPKRegion_Member clustered, unique, primary key located RegionID, ParentRegionID

on PRIMARY
Table 290: Fields in Region_Member Table

NULL
Option
ParentRegionID The larger region. DBINT PK, IE-1
NOT
NULL
RegionID The region that is a member of a larger region. DBINT PK, FK
NOT
NULL
348
All Tables
Region_Prefix
Region_Prefix
page 636.
Each row defines the initial part of a calling line ID and maps it to a region. Any calling line IDs that match
the prefix string are assumed to be members of the region.
Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.
Related Table
Table 291: Indexes for Region_Prefix Table
XAK1Region_Prefix nonclustered, unique, unique key RegionID, RegionPrefix

located on PRIMARY
XPKRegion_Prefix clustered, unique, primary key located RegionPrefixID

on PRIMARY
Table 292: Fields in Region_Prefix Table

NULL
Option
added/updated.
DaylightSavingsEnabled Indicates whether daylight savings time is observed. DBCHAR NOT

NULL
Values are 'N' and 'Y'.
The default is 'N' - daylight savings time is not
observed.
GMT (Greenwich Mean Time) Indicates the time zone, the delta is in hours. DBINT NULL
RegionID Identifies the associated region. DBINT AK-1, FK

NOT
NULL
RegionPrefix An initial string to match against calling line IDs. varchar(32) AK-1 NOT
NULL
RegionPrefixID A unique identifier for the record. DBINT PK NOT
NULL
349
All Tables
Region_View
Region_View
page 636.
Each row defines a graphical display of regions.
Use Configuration Manager to create, update, and delete Region Prefix rows.
Related Table
Region_View_Member, on page 354 (via RegionViewID)
Table 293: Indexes for Region_View Table
XAK1Region_View nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XPKRegion_View clustered, unique, primary key located RegionViewID

on PRIMARY
Table 294: Fields in Region_View Table

NULL
Option
added/updated.
Description Additional information about the view. DESCRIPTION NULL
EnterpriseName An enterprise name for the region view. This name VNAME32 AK-1 NOT
must be unique for all region views in the enterprise. NULL
Note 84 regions are supported. Some of the
examples are New_Jersey, Connecticut,
Manitoba, Wyoming, Missouri,
Nova_Scotia, Alaska, Jamaica and so on.
Regions like CNMI, West Virginia were
added later. See the Table 295: Supported
Regions table.
Unsupported region that were manually
added by the customer need to be deleted.
RegionViewID A unique identifier for the record. DBINT PK NOT

NULL
350
All Tables
Region_View

NULL
Option
RegionViewType The type of the view: DBINT NOT
NULL
• 1 = Unified ICM-defined
• 2 = Custom
Table 295: Supported Regions
EnterpriseName Short name
New_Jersey NJ
District_of_Columbia DC
Connecticut CT
Manitoba MB
Alabama AL
Washington WA
Maine ME
Idaho ID
Wyoming WY
California CA
Texas TX
New York NY
Pennsylvania PA
Ohio OH
Illinois IL
Minnesota MN
Indiana IN
Louisiana LA
Mississippi MS
Georgia GA
Michigan MI
351
All Tables
Region_View
Florida FL
Bahamas BA
Barbados BD
British_Columbia BC
North_Carolina NC
Wisconsin WI
Anguilla AI
Antigua AN
Barbuda AN
Kentucky KY
Virginia VA
British_Virgin_Islands BV
Ontario ON
Maryland MD
Delaware DE
Colorado CO
West Virginia WV
Saskatchewan SK
Nebraska NE
Missouri MO
Kansas KS
Iowa IA
Virgin_Islands VI
Cayman_Islands CQ
Rhode_Island RI
Alberta AB
Oklahoma OK
Montana MT
352
All Tables
Region_View
Massachusetts MA
Quebec QC
Tennessee TN
Utah UT
Bermuda BM
Grenada GN
Arkansas AR
Arizona AZ
Oregon OR
New_Mexico NM
New_Brunswick NB
New_Hampshire NH
South_Dakota SD
Turks_and_Caicos_Islands TC
Montserrat RT
CNMI
N_Mariana_Islands MP
Guam GU
North_Dakota ND
Nevada NV
Newfoundland NL
St_Lucia SA
Dominica DM
St_Vincent_Grenadines ZF
Puerto_Rico PR
Vermont VT
South_Carolina SC
Hawaii HI
353
All Tables
Region_View_Member
Dominican_Republic DR
Yukon_and_Northwest_Territories NT
Trinidad_Tobago TR
StKitts_Nevis KA
Jamaica JM
Nova_Scotia NS
Alaska AK
Region_View_Member
Table
page 636.
Each row associates a specific region with a region view.
Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.
Related Tables
Region_View, on page 350 (via RegionViewID)
Table 296: Indexes for Region_View_Member Table
XIE1Region_View_Member nonclustered located on PRIMARY RegionID
XPKRegion_View_Member clustered, unique, primary key located RegionViewID, RegionID

on PRIMARY
Table 297: Fields in Region_View_Member Table

NULL
Option
Color Identifies the color in which to display the region in DBINT NOT
the view. NULL
RegionID Identifies the region. DBINT PK, FK,

IE-1 NOT
NULL
354
All Tables
Rename

NULL
Option
RegionViewID A unique identifier for the record. DBINT PK NOT
NULL
Rename
Table 298: Indexes for Rename Table
XPKRename clustered, unique, primary key located TableName

on PRIMARY
Table 299: Fields in Rename Table

NULL
Option
TableName The name of the historical table. VNAME32 PK NOT
NULL
Buf The name of the buffer table for swapping. VNAME32 NULL
Msg The name of the first temporary historical table. VNAME32 NULL
Tmp The name of the second temporary historical table. VNAME32 NULL
Route
Each row represents a possible destination for a call. Use Unified ICM Configuration Manager to add, update,
and delete Route records.
Related Tables
Peripheral_Default_Route, on page 306 (via RouteID)
Peripheral_Target, on page 315 (via RouteID)
Route_Call_Detail, on page 357 (via RouteID)
Route_Five_Minute, on page 365 (via RouteID)
355
All Tables
Route
Route_Half_Hour, on page 369 (via RouteID)

Route_Real_Time, on page 374 (via RouteID)
Service, on page 422 (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Target, on page 513 (via SkillTargetID)
Termination_Call_Detail, on page 518 (via RouteID
Table 300: Indexes for Route Table
XAK1Route nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIE1Route nonclustered located on PRIMARY SkillTargetID, ServiceSkillTargetID
XIE2Route Nonclustered index located on DateTimeStamp

PRIMARY
XPKRoute clustered, unique, primary key located RouteID

on PRIMARY
Table 301: Fields in Route Table

NULL
Option
added/updated.

NULL
• Y = Yes
• N = No
Description Additional information about the route. DESCRIPTION NULL

EnterpriseName An enterprise name for the route. This must be VNAME32 AK-1 NOT
unique among all routes in the enterprise. NULL
RouteID Unique identifier for the route. DBINT PK NOT

NULL
ServiceSkillTargetID Associated Service.SkillTargetID. Every route that DBINT FK, IE-1
terminates at a peripheral should have a service. NULL
356
All Tables
Route_Call_Detail

NULL
Option
SkillTargetID Foreign key from the Skill Target table that DBINT FK, IE-1
represents the destination of the route. The NULL
destination is a Service, Skill Group, Agent, or
Translation Route.
Route_Call_Detail
Each row records information about a routing request received by the system software and the route it choose
for it.
The system software generates a Route_Call_Detail record for every routing request it processes.
Related Tables
• Call_Type, on page 98 (through CallTypeID)
• Dialed_Number, on page 201 (through DialedNumberID)
• Route, on page 355 (through RouteID)
• Route_Call_Variable, on page 364 (RecoveryKey maps to Route_Call_Variable.RCDRecoveryKey)
• Routing_Client, on page 388 (through RoutingClientID)
• Script, on page 411 (through ScriptID)
• Script_Cross_Reference, on page 413 (through FinalObjectID)
• Termination_Call_Detail, on page 518 (through Day + RouterCallKey)
Table 302: Indexes for Route_Call_Detail Table
XPKRoute_Call_Detail Primary key RecoveryKey

Note Unlike the default, this primary
key is nonclustered.
357
All Tables
Route_Call_Detail
XIE1Route_Call_Detail Inversion key DateTime
XIE2Route_Call_Detail Inversion key DbDateTime
XIE3Route_Call_Detail Inversion key DateTime, RouterCallKey,

RouterCallKeySequenceNumber
Table 303: Fields in Route_Call_Detail Table

NULL
Option
ANI Automatic Number Identification, identifies the VNAME32 NULL

calling party.
ApplicationGatewayID Foreign key to the Application_Gateway table and DBINT NULL

represents the instance selected by the Contact
sharing node for this route.
BeganCallTypeDateTime A new time stamp that indicates when the call DBDATETIME NULL
entered the current CallType.
BeganQueueTimeUTC The time at which the call is queued to the Queue DATETIME NULL
point such as Precision Queue or Skill Group.
BeganRoutingDateTime A new time stamp that indicates when the first route DBDATETIME NULL
request was received for this call.
BucketIntervalID Foreign key to the Bucket_Intervals table. DBINT NULL
CallSegmentTime Time in seconds that the system took to segment a DBINT NULL
private network call. For example, if the system
software handed the caller off to a menu of choices,
CallSegmentTime reflects the length of time the
caller spent in the menu.
CallTrace The system software does not populate this field. It image NULL
is reserved for future use.
CallTypeID Foreign key from Call Type table. If a script changed DBINT FK
the call type, this is the final call type for the call.
NULL
This unique identifier is generated automatically by
the system software.
CDPD Customer Database Provided Digits. Can be used to varchar(30) NULL

track the call from the public network to the
peripheral. ISDN is required to carry the information
to the switch.
CED Caller-Entered Digits. varchar(30) NULL
358
All Tables
Route_Call_Detail

NULL
Option
ContactShareErrorCode Contact Share Error code returned by the contact DBINT NULL
share node.
• 0 - No error
• 2 - CS_NOT_CONNECTED
No connection to the Contact Share process.
• 3 - CS_TIMED_OUT
Request to the Contact Share process failed.
• 4 - CS_CONFIG_ERROR
Contact Share process encountered a
configuration related error.
• 5 - CS_EXECUTION_ERROR
Contact Share process encountered an
expression execution related error.
• 8 - CS_APPGTW_ERROR
Unable to lookup application gateway with the
code that the Contact Share process returned.
• 9 - CS_UNKNOWN_ERROR
Contact Sharing encountered an unknown error.
ContactShareGroupID Foreign key to the Contact_Share_Group table and DBINT NULL

represents the Contact Share Group ID for this route.
ContactShareQueueID Foreign key to the Contact_Share_Queue table and DBINT NULL

represents the Contact Share Qeueue ID selected by
the Contact Sharing node for this route.
ContactShareResult Result of the Contact Share Calculation as defined DBFLT4 NULL

by the Rule Expression.
ContactShareRuleID Foreign key to the Contact_Share_Rule table and DBINT NULL

represents the Contact Share Rule in effect at the
time of this route.
DateTime The date and time when the call was routed. DBDATETIME IE-1
NOT
NULL
DateTimeUTC Routing end time, presented in UTC format. DATETIME NULL
359
All Tables
Route_Call_Detail

NULL
Option
NULL
DialedNumberID Foreign key from the Dialed Number table. DBINT FK

NULL
DialedNumberString The dialed number for the call. If the dialed number VNAME32 NULL
for the call is configured, this will be the same as
the DialedNumberString of the dialed number
specified by DialedNumberID. If the dialed number
for the call is not configured, this is the dialed
number string and DialedNumberID will be NULL.
EndQueueTimeUTC The time at which the call is ended from Queue point DATETIME NULL
such as Precision Queue or Skill Group.
FinalObjectID Identifies the node ID of the last script node executed DBINT NULL
to route the call.
Label Identifies the label that was passed to the routing VNAME32 NULL
client. For a translation routed call, this is the label
for the translation route, not the ultimate destination.
If the label passed to the routing client for the call
is configured, this will be the same as the Label field
of the label specified by LabelID. If the label for the
call is not configured, this is the label passed back
to the routing client and the LabelID will be NULL.
LabelID Identifies the label that was passed to the routing DBINT FK
client. For a translation routed call, this is the label
NULL
for the translation route, not the ultimate destination.
MRDomainID An identifier for the Media Routing Domain in the DBINT NULL
Unified ICM system configuration
MsgOrigin The originator of the request: DBSMALLINT NULL

• - 1 = Unspecified
• 1 = Switch
• 2= CallSim
• 3 = TestCall
360
All Tables
Route_Call_Detail

NULL
Option
NetQTime Time in seconds the call spent in a network router DBINT NULL
queue.
For Unified CCEor translation routed calls,
NetQTime is included in the computation of answer
wait time.
For legacy ACDS, OPC does nothing with the
NetQTime other than put it in the
Termination_Call_Detail record.
NetworkTargetID Identifies the scheduled target or peripheral target DBINT FK

that was chosen by the system software.
NULL
Originator The origin of the route request. varchar(8) NULL
OriginatorType Type of originator for a private network route DBSMALLINT NULL

request. A private network route requests is a route
request that is sent from the ACD to the system
software through the Peripheral Gateway. For a list
of valid options, see Route Call Detail Fields, on
page 605.
Priority The priority that a private network routing client DBSMALLINT NULL
gives to the call. Supported by Lucent ASAI.

NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 PK

NOT
NULL
Note Unlike the default, this primary key is
nonclustered.
RequeryResult The reason for the last Requery operation. DBINT NULL
RequestType Type of request. For the list of values, see Route DBSMALLINT NOT
Call Detail Fields, on page 605. NULL
361
All Tables
Route_Call_Detail

NULL
Option
RouteID Foreign key from the Route table. This system DBINT FK
software identifier specifies the route where the call
NULL
was sent. A route is a value returned by a routing
script that maps to a target at a peripheral. This target
can be a service, skill group, agent, or translation
route. The value (for example, 5000), is unique
among all routes in the enterprise. It is taken from
the Route table in the Unified ICM central database.
Route IDs are generated automatically when a route
is configured in the Route Configuration window of
Unified ICM Configuration Manager.
RouterCallKey A call key counter created and set by the system DBINT NOT
software. This value forms the unique portion of the NULL
64-bit key for the call. The system software resets
this counter at midnight.
RouterCallKeyDay A value indicating the day that the call was received DBINT NOT
and the Route_Call_Detail record was created. NULL
RouterCallKeySequenceNumber A sequence number used for ordering rows for DBINT NULL
cradle-to-grave call tracking. This number defines
the order in which the route requests were created.
This is not the order in which the Route_Call_Detail
records were created. For PG routing clients, this
field defines the Termination_Call_Detail instance
that initiated the route request.
RouterErrorCode Error code from the CallRouter process. DBSMALLINT NULL
RouterQueueTime Number of seconds the call was held in the DBINT NULL
CallRouter queue.
RoutingClientCallKey Call counter generated by the routing client in a DBINT NULL

private network. The counter occasionally resets, so
duplicate values do occur.
RoutingClientID Foreign key from the Routing Client table. This is DBSMALLINT FK
a unique identifier for this routing client. The routing
NOT
client ID is generated automatically when the routing
NULL
client is configured in the Routing Client
Configuration window of Unified ICM
ScriptID Foreign key from Script table. Indicates the script DBINT FK
used to route the call. This unique identifier is
NULL
generated automatically by the system software.
362
All Tables
Route_Call_Detail

NULL
Option
TargetLabel The label associated with the ultimate target at the VNAME32 NULL
switch. For a translation routed call, this is the label
of the final destination, not of the translation route
itself. If the label for the call is configured, this will
be the same as the Label field of the label specified
by TargetLabelID. If the label for the call is not
configured, this is the final label for the call and
TargetLabelID will be NULL.
TargetLabelID The label associated with the ultimate target at the DBINT NULL
switch. For a translation routed call, this is the label
of the final destination, not of the translation route
itself.
TargetType A numeric value representing the execution result DBINT NULL

of the routing script. To see the list of values, see
Route Call Detail Fields, on page 605.
to the west of UTC.
Unused This field is reserved. char(4) NULL
UserToUser ISDN private network User to User information. varchar(131) NULL
Variable1 User defined call variable. varchar(40) NULL
VruProgress The VRUProgress call variable value. DBINT NULL
363
All Tables
Route_Call_Variable

NULL
Option
VruScripts Number of VRU Script nodes encountered by the DBINT NULL

call.
VRUStartTimeUTC The time at which the call connected to the VRU for DATETIME NULL
self service.
VRUEndTimeUTC The time at which the VRU ended the call and the DATETIME NULL
call is queued to agent or terminated after self
service.
Route_Call_Variable
Each row records the value of an expanded call variable for a call routed by the system software. If the
expanded call variable is an array, one Route_Call_Variable row is generated for each element of the array.
The system software generates a Route_Call_Variable record for each enabled persistent expanded call variable
for every routing request it processes.
Related Tables
Expanded_Call_Variable, on page 242 (via ExpandedCallVariableID)
Route_Call_Detail, on page 357 (RCDRecoveryKey maps to Route_Call_Detail.RecoveryKey)
Table 304: Indexes for Route_Call_Variable Table
XAK1Route_Call_Variable clustered, unique, unique key located on RCDRecoveryKey, ExpandedCallVariableID,

PRIMARY ArrayIndex
XIE1Route_Call_Variable nonclustered located on PRIMARY DateTime
XIE2Route_Call_Variable nonclustered located on PRIMARY DbDateTime
XPKRoute_Call_Variable nonclustered, unique, primary key located RecoveryKey

on PRIMARY
364
All Tables
Route_Five_Minute
Table 305: Fields in Route_Call_Variable Table

NULL
Option
ArrayIndex If the expanded call variable is an array, this DBINT AK-2 NOT
identifies the array element: 0 to N-1, where N is NULL
the size of the array.
DateTime The date and time when the call was routed. DBSMALLDATE IE-1 NOT
NULL
ECCValue The value of the call variable or array element. varchar(255) NULL
ExpandedCallVariableID Identifies the expanded call variable. DBSMALLINT AK-2, FK

NOT
NULL
RCDRecoveryKey The RecoveryKey value from the associated DBFLT8 AK-2 NOT
Route_Call_Detail row. NULL
Route_Five_Minute
Central database only. Each row contains statistics about a route during the most recent five-minute interval.
The system software generates Route_Five_Minute records for each route.
Related Table
Table 306: Indexes for Route_Five_Minute Table
XAK1Route_Five_Minute nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XPKRoute_Five_Minute clustered, unique, primary key located on DateTime, RouteID, TimeZone

PRIMARY
365
All Tables
Route_Five_Minute
Table 307: Fields in Route_Five_Minute Table

NULL
Option
AgentsTalking Number of agents in the Talking state for the route DBINT NULL
at the end of the five-minute interval.
AvgDelayQAbandTo5 Average delay time of abandoned calls in queue for DBINT NULL
the route during the five-minute interval.
AvgDelayQNow Average delay in queue for the route at the end of DBINT NULL
the five-minute interval.
AvgHandleTimeTo5 Average handle time in seconds for calls to the route DBINT NULL
ending during the five-minute interval. This includes
any HoldTime, TalkTime, and WorkTime associated
with the call. The HandleTime and AvgHandleTime
values are updated in the database when the after-call
work time associated with the call (if any) is
completed.
AvgSpeedAnswerTo5 Average answer wait time for all incoming calls to DBINT NULL
the route during the five-minute interval.
AvgTalkTimeTo5 Average talk time in seconds for calls to the route DBINT NULL
ending during the five-minute interval. Talk time is
populated with the TalkTime and HoldTime
associated with call to the route.
CallsAbandQToday Running total of calls to the route abandoned in DBINT NULL

CallsAnsweredTo5 Number of calls to the route answered during the DBINT NULL
five-minute DBINTerval.
CallsAnsweredToday Number of calls to the route answered since DBINT NULL

midnight.
366
All Tables
Route_Five_Minute

NULL
Option
CallsHandledTo5 Number of calls to the route handled during the DBINT NULL
five-minute DBINTerval. A call is counted as
handled when the call is finished (that is, when any
after-call work associated with the call is completed).
Handled Call
on then completed.

CallsHandledToday Running total of calls to the route handled at the DBINT NULL
peripheral since midnight. CallsHandled includes
all calls handled by any answering resource for the
route (for example, an IVR, agent, or voice mail
port).
CallsIncomingToday Running total of incoming calls to this route since DBINT NULL
midnight. Incoming calls include only Inbound ACD
calls arriving on trunks (that is, calls that are not
internally generated).
CallsInProgress The total number of inbound and outbound calls that DBINT NULL
had previously been offered (for example, calls being
played an announcement, queued calls, or connected
calls) and are currently being handled for the route
at the end of the five-minute interval.
CallsLeftQTo5 Number of calls to the route that were removed from DBINT NULL
the queue during the five-minute interval (includes
abandoned calls).
CallsOfferedTo5 Number of calls to the route offered in the DBINT NULL

five-minute interval. The CallsOffered count
includes calls that are overflowed and transferred
into the service or route. A call is counted as offered
as soon as it is associated with a route.
CallsOfferedToday Running total of incoming calls plus internal calls DBINT NULL
offered to the route since midnight.
CallsQNow Calls in queue for the route at the peripheral at the DBINT NULL
end of the interval.
367
All Tables
Route_Five_Minute

NULL
Option
CallsRoutedToday Running total of calls the system software sent to DBINT NULL
the route since midnight.
DateTime The Central Controller date and time at the start of DBSMALLDATE PK NOT
LongestCallQ Length of time that the longest call in the queue for DBINT NULL
the route had been there at the end of the five-minute
interval.

NULL

NOT
NULL
ServiceLevelAbandTo5 Total of calls to the route abandoned within the DBINT NULL
service level threshold during the five-minute
interval.
ServiceLevelAbandToday Cumulative total of calls to the route abandoned DBINT NULL

ServiceLevelCallsOfferedTo5 Total number of calls to the route that had a service DBINT NULL
level event during the five-minute interval.
ServiceLevelCallsOfferedToday Total number of calls to the route that had a service DBINT NULL
level event since midnight.
ServiceLevelCallsQHeld Number of calls to the route that had been in queue DBINT NULL
longer than the service level threshold as of the end
of the five-minute interval.
ServiceLevelCallsTo5 Total of calls to the route answered within the DBINT NULL
service level threshold during the five-minute
interval.
ServiceLevelCallsToday Cumulative total of calls to the route answered DBINT NULL

ServiceLevelTo5 Service level for the route for the five-minute DBFLT4 NULL
interval.
368
All Tables
Route_Half_Hour

NULL
Option
ServiceLevelToday Cumulative service level for this route since DBFLT4 NULL
midnight. The system software uses the same type
of calculation as specified for the service associated
with the route.
to the west of UTC.
Unused1 This field is not used. DBFLT4 NULL
Route_Half_Hour
Central database only. Each row contains statistics for each route during the most recent 30-minute interval.
The system software generates Route_Half_Hour records for each route.
Related Table
Table 308: Indexes for Route_Half_Hour Table
XAK1Route_Half_Hour nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XIE1Route_Half_Hour nonclustered located on PRIMARY DbDateTime
XPKRoute_Half_Hour clustered, unique, primary key located on DateTime, RouteID, TimeZone

PRIMARY
Table 309: Fields in Route_Half_Hour Table

NULL
Option
AnswerWaitTimeToHalf Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the route during the half-hour interval.
369
All Tables
Route_Half_Hour

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

370
All Tables
Route_Half_Hour

NULL
Option
CallsAnsweredToHalf The total number of calls answered by agents, IVRs, DBINT NULL
or voice-mail ports for the route during the half-hour
interval.
CallsHandledToHalf Total number of calls handled on this route during DBINT NULL
the half-hour interval. CallsHandled includes all
calls handled by any answering resource for the route
(for example, an IVR, agent, or voice mail port).
A handled call is:
on then completed.

CallsIncomingToHalf Total of incoming calls on this route during the DBINT NULL
half-hour interval. Incoming calls include only
Inbound ACD calls arriving on trunks (that is, calls
that are not internally generated).
CallsOfferedToHalf Total of incoming calls plus internal calls offered DBINT NULL
on this route during the half-hour interval.
CallsQToHalf Number of calls to the route in queue during the DBINT NULL
half-hour interval. A call that queues multiple times
is counted as queued once for the route.
CallsRoutedToHalf Total calls the system software sent to this route DBINT NULL
DateTime The date and time at the start of the half-hour DBSMALLDATE PK NOT
interval. NULL
DelayQAbandTimeToHalf The total number of seconds that calls to the route DBINT NULL
that were abandoned in queue waited during the
interval. These are calls that existed in the queue but
were abandoned before being handled by an agent
or trunk device.
371
All Tables
Route_Half_Hour

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

overflowed, into the route during the half-hour
interval. The system software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in).
372
All Tables
Route_Half_Hour

NULL
Option
OverflowOutToHalf Number of calls the peripheral retargeted, or DBINT NULL
overflowed, out of the route during the half-hour
number of calls moved our of each service or route

NULL
RedirectNoAnsCallsToHalf Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service during
the current half-hour interval.

NOT
NULL
ServiceLevelAbandToHalf Cumulative total of calls to the route abandoned DBINT NULL
within the service level during the half-hour interval.
ServiceLevelCallsOfferedToHalf Number of calls to the route that have had a service DBINT NULL
level event during the current half-hour interval.
ServiceLevelCallsToHalf Cumulative total of calls to the route answered DBINT NULL

within the service level during the half-hour interval.
ServiceLevelToHalf Cumulative service level for the route during the DBFLT4 NULL
half-hour interval. The system software uses the
same type of service level calculation as specified
for the service associated with the route.
ServiceLevelType Service Level Type used to calculate Service level DBINT NULL
for this interval
373
All Tables
Route_Real_Time

NULL
Option
ShortCallsTimeToHalf The time, in seconds, accumulated by calls that were DBINT NULL
too short to be counted as abandoned during the
half-hour interval. These calls were abandoned
before the abandoned call wait time expired.
ShortCallsToHalf The total number of calls to the route that were too DBINT NULL
short to be considered abandoned during the
half-hour interval. A call is determined to be a short
call if it is abandoned before the Abandoned Call
Wait Time expired. Short calls are not considered
abandoned, nor are they accounted for in any of the
Unified ICM abandoned calls calculations.
TalkTimeToHalf The number of seconds the call was talking plus the DBINT NULL
number of seconds the call was on hold. TalkTime
for routes and services is taken from the TalkTime
and HoldTime. It is counted when any after-call
work associated with the call is completed, and the
database is updated every half hour.
TimeZone The Central Controller’s time zone for the date and DBINT NOT
to the west of UTC.
Route_Real_Time
Table
Each row contains real time information about a route. The system software generates a Route_Real_Time
record for each route.
Related Table
Table 310: Indexes for Route_Real_Time Table
XPKRoute_Real_Time clustered, unique, primary key located on RouteID

PRIMARY
374
All Tables
Route_Real_Time
Table 311: Fields in Route_Real_Time Table

NULL
Option
AgentsTalking Number of agents for the route currently in the DBINT NULL
talking state
AnswerWaitTimeHalf Sum of answer wait time in seconds for all calls DBINT NULL
offered to the route during the current half-hour
interval.
AnswerWaitTimeTo5 Sum of answer wait time in seconds for all calls DBINT NULL
offered to the route during the rolling five-minute
interval.
AnswerWaitTimeToday Sum of answer wait time in seconds for all calls DBINT NULL
offered to the route since midnight.
the route during the rolling five-minute interval:
DelayQAbandTimeTo5 / CallsAbandQTo5.
AvgDelayQNow Average delay for calls to the route currently in DBINT NULL
queue.
AvgHandleTimeTo5 Average handle time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval:
HandleTimeTo5 / CallsHandledTo5.
AvgSpeedAnswerTo5 Average answer wait time for all calls offered to the DBINT NULL
route during the rolling five-minute interval:
AnswerWaitTimeTo5 / CallsAnsweredTo5.
AvgTalkTimeTo5 Average talk time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval:
TalkTimeTo5 / CallsHandledTo5.
CallsAbandQHalf Number of calls to this route abandoned while in DBINT NULL

queue or ringing during the current half-hour
interval.
CallsAbandQTo5 Number of calls to the route abandoned while in DBINT NULL

queue or ringing during the rolling five-minute
interval.
CallsAbandQToday Number of calls to this route abandoned while in DBINT NULL

queue or ringing since midnight.
CallsAnsweredHalf Number of calls to the route answered by agents DBINT NULL

375
All Tables
Route_Real_Time

NULL
Option
CallsAnsweredTo5 Number of calls to the route answered by agents DBINT NULL
CallsAnsweredToday Number of calls to the route answered by agents DBINT NULL

since midnight.
CallsHandledHalf Number of calls handled on the route during the DBINT NULL
A handled call is:
on then completed.

CallsHandledTo5 Number of calls handled for the route during the DBINT NULL
CallsHandledToday Number of calls handled on the route since midnight. DBINT NULL
CallsIncomingHalf Number of incoming calls on this route during the DBINT NULL
CallsIncomingToday Number of incoming calls on this route since DBINT NULL

midnight.
CallsInProgress Number of calls in queue or being handled on this DBINT NULL

route now.
CallsLeftQTo5 Number of calls to the route that were removed from DBINT NULL
the queue during the rolling five-minute interval
(includes abandoned calls).
CallsOfferedHalf Number of incoming calls plus internal calls offered DBINT NULL
on this route during the current half-hour interval.
CallsOfferedTo5 Number of calls offered to the route during the DBINT NULL
CallsOfferedToday Number of incoming calls plus internal calls offered DBINT NULL
on this route since midnight.
376
All Tables
Route_Real_Time

NULL
Option
CallsQNow Number of calls to the route in queue now at the DBINT NULL
peripheral.
CallsQNowTime Total queue time in seconds for all calls to the route DBINT NULL
currently in queue.
CallsRoutedHalf Number of calls sent on this route during the current DBINT NULL
half-hour interval.
CallsRoutedToday Number of calls the system software sent to this DBINT NULL
route since midnight.
DateTime Date and time that this data was last updated. DBDATETIME NOT
NULL
DelayQAbandTimeTo5 Sum of delay time of all calls to route abandoned in DBINT NULL
queue during the rolling five-minute interval.
HandleTimeHalf Total handle time in seconds for calls to the route DBINT NULL
ending during the current half-hour interval.
HandleTimeTo5 Total handle time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval.
HandleTimeToday Total handle time in seconds for calls to the route DBINT NULL
ending since midnight.
HoldTimeHalf The total hold time in seconds for calls to the route DBINT NULL
HoldTimeTo5 The total hold time in seconds for calls to the route DBINT NULL
HoldTimeToday The total hold time in seconds for calls to the route DBINT NULL
LongestCallQ TTime that the longest call in the queue for the route DBDATETIME NULL
was put there.
OverflowInNow Number of overflowed in calls now in queue or in DBINT NULL

progress for the route.
OverflowOutNow Number of overflowed out calls for the route now DBINT NULL
in queue or in progress elsewhere.
RedirectNoAnsCallsHalf Number of calls that rang at an agent's terminal and DBINT NULL
377
All Tables
Route_Real_Time

NULL
Option
RedirectNoAnsCallsTo5 Number of calls that rang at an agent's terminal and DBINT NULL
RedirectNoAnsCallsToday Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service since
midnight.

NOT
NULL
ServiceLevelAbandHalf Number of calls to the route abandoned within the DBINT NULL
service level threshold during the current half-hour
interval.
ServiceLevelAbandTo5 Number of calls abandoned within the service level DBINT NULL
threshold during the rolling five-minute interval.
ServiceLevelAbandToday Number of calls to the route abandoned within the DBINT NULL
service level threshold since midnight.
ServiceLevelCallsHalf Number of calls to the route answered within the DBINT NULL
interval.
ServiceLevelCallsOfferedHalf Number of calls to the route that have had a service DBINT NULL
level event during the current half-hour interval.
ServiceLevelCallsOfferedTo5 Number of calls to the route that have been either DBINT NULL
answered or abandoned during the rolling
ServiceLevelCallsOfferedToday Number of calls to the route that have had a service DBINT NULL
level event since midnight.
ServiceLevelCallsQHeld Number of calls to the route currently in queue for DBINT NULL
longer than the service level threshold.
ServiceLevelCallsTo5 Number of calls to the route answered within the DBINT NULL
service level threshold during the rolling five-minute
interval.
ServiceLevelCallsToday Number of calls to the route answered within the DBINT NULL
ServiceLevelHalf Service level for the route during the current DBFLT4 NULL
half-hour interval.
ServiceLevelTo5 Service level for the route during the rolling DBFLT4 NULL
378
All Tables
Router_Queue_Interval

NULL
Option
ServiceLevelToday Service level for the route since midnight. The DBFLT4 NULL
system software uses the same type of calculation
as specified for the service associated with the route.
TalkTimeHalf The total talk time in seconds for calls to the route DBINT NULL
TalkTimeTo5 The total talk time in seconds for calls to the route DBINT NULL
TalkTimeToday The total talk time in seconds for calls to the route DBINT NULL
This table defines the statistics about each Precision Queue during the last 15 or 30 minute interval.
Table 312: Indexes for Router_Queue_Interval Table
XAK1Router_Queue_Interval nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Router_Queue_Interva nonclustered located on PRIMARY DbDateTime
XPKRouter_Queue_Interval Clustered unique primary key located DateTime, PrecisionQueueID, TimeZone

on PRIMARY
Table 313: Fields in Router_Queue_Interval Table

NULL
Option
AbandInterval1 The number of calls abandoned within Interval 1. For Router DBINT NULL
Queue Interval, AbandInterval is calculated from the time the
call is queued to a skill group or a precision queue, to the time
the call is abandoned. This includes any requery time.
AbandInterval2 Number of calls abandoned within interval 2. See DBINT NULL

AbandInterval1.

AbandInterval1.
379
All Tables

NULL
Option
AbandInterval1.

AbandInterval1.

AbandInterval1.

AbandInterval1.

AbandInterval1.

AbandInterval1.
AbandInterval1.
AbandStep1 Number of calls abandoned in step 1. DBINT NULL
AnsInterval1 The number of calls answered within Interval 1. For Router DBINT NULL
Queue Interval, AnsInterval is calculated from the time the
call is queued to a skill group or a precision queue, to the time
the call is answered. This includes any requery time.
AnsInterval2 Number of calls answered within interval 2. See AnsInterval1. DBINT NULL
380
All Tables

NULL
Option
AnsInterval10 Number of calls answered within interval 10. See DBINT NULL
AnsInterval1.
AnsStep1 Number of calls answered in step 1. DBINT NULL
AttributeID1 Attribute 1 associated with the precision queue. DBINT NULL

BucketIntervalID Foreign Key to the BucketInterval table. DBINT NULL
381
All Tables

NULL
Option
CallsAbandDequeued The number of calls that were abandoned and de-queued from DBINT NULL
this Precision Queue. When a call is queued to multiple Skill
Groups or Precision Queues and abandoned, the CallsAbandQ
field is incremented for one Skill Group or Precision Queue
and CallsAbandDequeued is incremented for all of the other
skill groups and or Precision Queues. The Skill Group or
Precision Queue that is charged with the abandon is the one
to which the call had been continuously queued to the longest
at the time of the abandon. Normally, this would be the first
Skill Group or Precision Queue the script queued the call to,
unless a more complicated dequeue, queue, or requeue
scenario changes the order. The term "continuously queued"
means that if a call is queued to a group, later dequeued, and
still later requeued, the earlier time in queue is not used in
determining which group the abandon is charged against. This
field is applicable to Unified CCE environments and to
Unified ICM environments where calls are translation-routed
to Skill Groups. This value is set by the Call Router.
CallsAbandToAgent In the reporting interval, the number of calls abandoned after DBINT NULL
they have been routed to the agent desktop and before they
have been answered (for example, Abandon Ringing). This
field is applicable for Unified CCE systems and for systems
where calls are translation-routed to Skill Groups.
CallsAbandQ Number of calls queued to the group by the CallRouter that DBINT NULL
were abandoned during the half- hour interval. This field is
set by the CallRouter.
CallsAnswered Number of calls answered by this precision queue across all DBINT NULL
peripherals.
CallsDequeued The number of calls that were de-queued from this skill group DBINT NULL
to be routed to another Skill Group or Precision Queue in the
reporting interval. This field is also incremented when a call
is de-queued via Cancel Queue node. This field is applicable
to Unified CCE environments and to Unified ICM
environments where calls are translation-routed to Skill
Groups.
382
All Tables

NULL
Option
CallsOffered The number of calls routed or queued for the Skill Group in DBINT NULL
the reporting interval. This value is set by the Call Router.
This fields does not include local ACD calls, not routed by
Unified ICM. Such calls are counted in the CallsOffered field
of Skill_Group tables.
Note CallsOffered = CallsAbandToAgent +
CallsHandled + CallsDequeued +
RedirectNoAnsCalls + RouterError + CallsAbandQ
+ CallsAbandDequeued.
This field is applicable to Unified CCE environments and to
Unified ICM environments where calls are translation-routed
to Skill Groups. This value is incremented by:
• CallType short calls that are counted as abandoned for
Skill Groups. (There is no short call count in the
Skill_Group_Real_Time table.)
• Calls that are cancelled bis Cancel Queue node and
re-queued to the same Skill Group.
• Calls that are routed to a Skill Group, re-queried, and
re-queued to the same Skill Group
DateTime The date and time at the start of the reporting interval. DBSMALLDATE NOT NULL
DbDateTime The current date and time stamp when the records are written DBDATETIME NULL
to the HDS database. The logger database has NULL for this
column.
DelayQAbandTime The summation of time spent waiting in queue with this skill DBINT NULL
group by callers that abandon before being routed to an agent.

MaxCallsQueued The maximum number of calls queued for this skill group DBINT NULL
during this interval. Calls queued against multiple skill groups
are included in the count for each skill group to which the
calls are queued.
MaxCallWaitTime The longest a call had to wait before being answered, DBINT NULL
abandoned, or otherwise ended. This includes time in the
network queue, local queue, and ringing at the agent if
applicable.
383
All Tables

NULL
Option
OfferedStep1 Number of calls offered in step 1. DBINT NULL
PrecisionQueueID Reserved for future use. DBINT NULL
QueueCalls Number of calls queued to the group by the CallRouter during DBINT NULL
the reporting interval. This field is set by the CallRouter.
RecoveryDay Currently not used, set to zero (0). DBINT NOT NULL
RecoveryKey A unique ID assigned to each record and used internally by DBFLT8 NOT NULL
the Unified ICM/Unified CCE software to track the record.
ReportingHalfHour The value indicates Half Hour boundary interval (0 - 47). Two DBINT NULL
15 minute interval records will have a unique half hour
boundary value.
ReportingInterval This value indicates the period, in minutes, over which the DBINT NULL
router calculates the Call Type and Call Type Skill Group
data. The valid values are 30 (default) or 15.
RoutedToAgent Number of calls sent to an agent using this precision queue. DBINT NULL
RouteError The number of calls that resulted in an error condition in the DBINT NULL
reporting interval. This field is applicable to Unified CCE
environments and to Unified ICM environments where calls
are translation-routed to Skill Groups.
384
All Tables

NULL
Option
ServiceLevel Service Level for the skill group during the reporting interval. DBFLT4 NULL
This value is computed based on the ServiceLevelCalls,
ServiceLevelCallsoffered, ServiceLevelCallsAband and
CallsDequeued. There are three types of service level
calculations, and they are determined by the Service Level
type chosen in configuration. They are:
• Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered -
ServiceLevelCallsAband - CallsDequeued)
• Abandoned Calls have Negative Impact ServiceLevel =
ServiceLevelCalls / ServiceLevelCallsoffered -
CallsDequeued)
• Abandoned Calls have Positive Impact ServiceLevel =
(ServiceLevelCalls + ServiceLevelCallsAband) /
(ServiceLevelCallsoffered - CallsDequeued)

environment only.
ServiceLevelCalls For Router Queue Interval, ServiceLevelCalls is calculated DBINT NULL

from the time the call type changes to the time the call is
answered.
Calls may abandon while in the Skill Group queue, or they
may abandon after they have been routed to a Skill Group.
Calls that abandon after they are routed to a Skill Group are
identified by TCD records with abandoned call disposition
flag. If the call is queued and abandons before it is routed to
any Skill Groups (within the ServiceLevel threshold), the
Router will increment this value for ALL the Skill Groups
this call was queued for. If the call abandons after it was
routed to a Skill Group, that Skill Group will have
ServiceLevelCallsAband incremented.
environment only.
385
All Tables

NULL
Option
ServiceLevelCallsAband For Router Queue Interval, ServiceLevelAband is calculated DBINT NULL
from the time the call type changes to the time the call is
abandoned.
The number of calls that abandoned within the skill group
ServiceLevel threshold in the reporting interval. Calls may
abandon while in the Skill Group queue, or they may abandon
after they have been routed to a Skill Group. Calls that
abandon after they are routed to a Skill Group are identified
by TCD records with abandoned call disposition. If the call
is queued and abandons before it is routed to any Skill Groups
(within the ServiceLevel threshold), the Router will increment
this value for ALL the Skill Groups this call was queued for.
If the call abandons after it was routed to a Skill Group, that
Skill Group will have ServiceLevelCallsAband incremented.
Other Skill Groups will have ServiceLevelCallsDequeued
incremented. Dequeuing the call via Cancel Node has no
impact on ServiceLevelCallsAband.
environment only.
Note With the existence of a network VRU, this value
includes time in the network queue.
ServiceLevelCallsDequeue The number of queued calls de-queued from a skill group DBINT NULL
within the skill ServiceLevel threshold in the reporting
interval. Calls may be de-queued via Cancel Queue node or
de-queued from this Skill Group to be routed to a different
Skill Group. Note: This field is relevant to the Unified CCE
environment only. Note: With the existence of a network
VRU, this value includes time in the network queue.
386
All Tables

NULL
Option
ServiceLevelCallsOffered The number of calls routed to a skill group or queued for a DBINT NULL
skill group in the reporting interval. Includes the following
categories of calls:
• Calls that are answered within the ServiceLevel threshold
• Calls that are abandoned within the ServiceLevel
threshold
threshold (this is consistent with Call Type ServiceLevel)
• Calls that are not complete after the ServiceLevel
threshold has passed (that is, calls queued longer than
the Service Level threshold).
Note ServicelevelCallsOffered field, calls that

encountered an error are counted, irrespective of
how the calls ended (within or beyond the
threshold). You can use the RouterError field to
exclude all the erroneous calls and
ServiceLevelError field to exclude erroneous calls
before threshold.Note: This field is relevant to the
Unified CCE environment only.
ServiceLevelError The calls that ended in Error state within the skill group DBINT NULL
Service Level threshold during the reporting interval
environment only.
ServiceLevelRONA The calls that redirected on no answer within the Service Level DBINT NULL
threshold during the reporting interval. These calls are part
of the ServiceLevelCallsOffered.
Note: This field is relevant to the Unified CCE environment
only.
Note: With the existence of a network VRU, this value
Note: "Calls" may include voice calls and nonvoice tasks
from third-party multichannel applications that use the Task
Routing APIs.
SkipStep1 Number of calls skipped due to Consider If in step 1. DBINT NULL
387
All Tables
Routing_Client

NULL
Option
TimeZone The Central Controller’s time zone for the date and time. The DBINT NOT NULL
value is negative for time zones to the east of UTC and
positive for time zones to the west of UTC.
Routing_Client
Each row corresponds to a routing client; that is, an entity that can submit routing requests to the system
software. A routing client can be either a Network Interface Controller (NIC) or a Peripheral Gateway (PG).
Use the NIC Explorer tool to add, update, and delete Routing_Client records.
Related Tables
Default_Call_Type, on page 196 (via RoutingClientID)
Dialed_Number, on page 201 (via RoutingClientID)
Label, on page 265 (via RoutingClientID)
Route_Call_Detail, on page 357 (via RoutingClientID)
Routing_Client_Five_Minute, on page 392 (via RoutingClientID)
Translation_Route_Half_Hour, on page 536 (via RoutingClientID)
388
All Tables
Routing_Client
Table 314: Indexes for Routing_Client Table
XAK1Routing_Client nonclustered, unique, unique key located EnterpriseName

on PRIMARY
XIE1Routing_Client nonclustered located on PRIMARY PeripheralID
XIE2Routing_Client nonclustered located on PRIMARY LogicalControllerID
XPKRouting_Client clustered, unique, primary key located on RoutingClientID

PRIMARY
Table 315: Fields in Routing_Client Table

NULL
Option
ClientType The type of client. For an ICRP NIC, this is the type DBSMALLINT NOT
of the ultimate client on the Network ICM. In all NULL
other cases, it is the same as the Logical Interface
Controller's ClientType. To see Client Type values,
see Client Type, on page 594.
ConfigParam String containing information specific to a routing varchar(255) NULL

client device (for example, a subsystem number). A
null value indicates no configuration parameters are
provided.
389
All Tables
Routing_Client

NULL
Option
CongestionTreatmentMode Congestion treatment mode for routing clients. DBINT NULL
• 0 - Use System Congestion Control: The call
treatment will be applied based on System
Congestion Control settings.
• 1 - Treat call with Dialed Number Default
the dialed number on which the new call
arrived.
• 2 - Treat call with Routing Client Default
the routing client which of the new call arrived.
• 3 - Treat call with System Default Label: The
calls to be rejected due to congestion are treated
with the system default label set in Congestion
Control settings.
• 4 - Terminate call with a Dialog Fail or
RouteEnd: Terminates the new call dialog with
a dialog failure.
• 5 - Treat call with a Release Message to the
Routing Client: Terminates the new call dialog
with a release message.
added/updated.
DefaultLabel Default label for the routing client to treat the call. VNAME32 NULL
This label will respond when congestion treatment
is set to Treat call with System Default Label (3).
The label will be sent only to the calls to be rejected.
DefaultMRDomainID The default Media Routing Domain associated with DBINT NULL
this routing client.

NULL
• Y = Yes
• N= No
Description Additional information about the routing client. DESCRIPTION NULL
390
All Tables
Routing_Client

NULL
Option
DialedNumberLabelMapPresent • 0 =Not to use DN/Label map DBSMALLINT NOT
NULL
• 1 =Use DN/Label map for labels, excluding
translation route labels
• 2=Use DN/Label map for all labels, including
translation route labels
EnterpriseName An enterprise name for this routing client. The name VNAME32 AK-1 NOT
must be unique among all routing clients in the NULL
enterprise.
LateThreshold Threshold value, in milliseconds, for classifying DBSMALLINT NOT

responses as late. Any response that exceeds this NULL
threshold is considered late even if it does not exceed
the TimeoutThreshold.
LogicalControllerID Specifies the logical interface controller (PG or NIC) DBSMALLINT FK,, IE-2
that services the routing client. NOT
NULL
NetworkRoutingClient A name used to associate routing clients across VNAME32 NULL
instances.
NetworkTransferPreferred When the target of a call transfer is reachable by DBCHAR NOT

both a label defined for the requesting routing client NULL
and by another label defined for the network routing
client that pre-routed the call, this column indicates
which choice is preferred. Stored as a character:
• Y = Network Transfer is preferred
• N = Network Transfer is not preferred.
PeripheralID Indicates which peripheral is acting as the interface DBSMALLINT FK, IE-1
to the system software within a private network. NULL
RoutingClientID Unique identifier for this routing client. DBSMALLINT PK NOT

NULL
RoutingType Type of routing for MR client type. The value is DBINT NULL
NONE by default, or Multichannel when
implemented with Social Media.
TimeoutLimit Maximum time, in seconds, for which the routing DBSMALLINT NOT
client waits for a response. If the routing client NULL
receives no responses from the system software
within this limit, it terminates routing operation.
391
All Tables
Routing_Client_Five_Minute

NULL
Option
TimeoutThreshold Maximum time, in milliseconds, the routing client DBSMALLINT NOT
can wait for a response to a routing request. The NIC NULL
sends a default response slightly before this
threshold.
Contains statistics for each routing client during the five-minute interval.
The system software generates Routing_Client_Five_Minute records for each routing client.
Related Tables
Physical_Interface_Controller, on page 321(via PhysicalControllerID)
Table 316: Indexes for Routing_Client_Five_Minute Table
XAK1Routing_Client_Five_Minute nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XPKRouting_Client_Five_Minute clustered, unique, primary key located on DateTime, RoutingClientID,

PRIMARY PhysicalControllerID, TimeZone
Table 317: Fields in Routing_Client_Five_Minute Table

NULL
Option
AbandonTo5 Number of Abandoned messages the routing client DBINT NULL
sent to the system software during the five-minute
interval.
ActivityTestTo5 Number of Activity Test messages sent during the DBINT NULL
AnnouncementTo5 Number of announcement labels the system software DBINT NULL

sent to the routing client during the five-minute
interval.
392
All Tables

NULL
Option
AnswerTo5 Number of Answered messages the routing client DBINT NULL
interval.
CalledPartyBusyTo5 Number of Called Party Busy messages the routing DBINT NULL
client sent to the system software during the
CallEventReportTo5 Number of Call Event Report messages the routing DBINT NULL
CallGapTo5 Number of Call Gap messages the system software DBINT NULL
interval.
CallRouterQueueTo5 Number of CallRouter queue messages the system DBINT NULL

software sent to the routing client during the
CircularRouteResponsesTo5 The number of responses to the routing client during DBINT NOT
the five-minute interval in which the destination is NULL
the same as the source.
CongestionDurationTo5 Congestion duration in number of seconds during DBINT NULL

the five minute interval.
ConnectTo5 Number of Connect messages the system software DBINT NULL
interval.
has NULL for this column
DestinationTo5 Number of destination labels the system software DBINT NULL

interval.
DialogErrorConfTo5 Number of Dialog Fail Confirm messages the routing DBINT NULL
DialogFailTo5 Number of Dialog Fail messages the system software DBINT NULL
interval.
393
All Tables

NULL
Option
DiscardedCallsTo5 During the five-minute, the number of requests from DBINT NOT
the routing client discarded because of an internal NULL
constraint, such as buffering.
DisconnectTo5 Number of Disconnect messages the routing client DBINT NULL

interval.
HighestCongestionLevelTo5 Highest congestion level in a five-minute interval. DBINT NULL

Histogram0 The number of calls routed in a 100-millisecond DBINT NULL
period.

period.

period.

period.

period.

period.

period.

period.

period.

period.

period.

period.

period.

period.
394
All Tables

NULL
Option
period.

period.

period.

period.

period.
Histogram19 Number of responses to the routing client that DBINT NULL

exceeded the late threshold but did not timeout.
LateCallsTo5 Total number of calls during the five-minute interval DBINT NOT
that were responded to after the late threshold. NULL
MaxDelay Maximum delay, in milliseconds, of responses to DBINT NOT

the routing client during the five-minute interval. NULL
MeanResponseTo5 Mean time, in milliseconds, for the responses to the DBINT NOT
routing client during the five-minute interval. NULL
NetworkBusyTo5 Number of Busy labels the system software sent to DBINT NULL
the routing client during the five-minute interval.
NetworkDefaultTo5 Number of Network Default responses the system DBINT NULL

software sent to the routing client during the five-
minute interval.
NetworkPostQueryTo5 Number of Post-Query labels the system software DBINT NULL

interval.
NetworkResourceTo5 Number of Network Resource labels the system DBINT NULL

software sent to the routing client during the
NetworkRingTo5 Number of Ring labels the system software sent to DBINT NULL
the routing client during the five-minute interval.
NewCallTo5 Number of New Call messages the routing client DBINT NULL
interval.
395
All Tables

NULL
Option
NoAnswerTo5 Number of No Answer messages the routing client DBINT NULL
interval.
NumAlternateCallConfTo5 Number of Alternate Confirmations sent (NIC) or DBINT NULL

received (PG) in the five-minute window.
NumAlternateCallReqTo5 Number of Alternate Requests sent (PG) or received DBINT NULL

(NIC) in the five-minute window.
NumBlindTransferConfTo5 The number of blind transfer confirmation messages DBINT NULL

the routing client sent during the five-minute
interval.
NumCallEstablishedEventTo5 Number of Established Events sent (NIC) or received DBINT NULL

(PG) in the five-minute window.
NumCallFailedEventTo5 The number of call failure event messages the DBINT NULL
routing client sent during the five-minute interval.
NumCallHeldEventTo5 Number of Held Events sent (NIC) or received (PG) DBINT NULL
in the five-minute window..
NumCallOriginatedEventTo5 Number of Originated Events sent (NIC) or received DBINT NULL

(PG) in the five-minute window..
NumCancelInd The number of cancel indications the VRU routing DBINT NULL
client sent to the VRU during the five-minute
interval.
NumConferenceCallConfTo5 Number of Conference Confirmations sent (NIC) or DBINT NULL

NumConferenceCallReqTo5 Number of Conference Requests sent (PG) or DBINT NULL

received (NIC) in the five-minute window.
NumConferencedEventTo5 Number of Conferenced Events sent (NIC) or DBINT NULL

NumConnectionClearedEventTo5 Number of Connection Cleared Events sent (NIC) DBINT NULL

or received (PG) in the five-minute window.
NumConsultConfTo5 Number of Network Consult Confirmations DBINT NULL

(responses to Connect with operation code Consult)
sent (NIC) or received (PG) in the five-minute
window..
NumConsultTransferConfTo5 Number of Consultative Transfer Confirmations sent DBINT NULL

(NIC) or received (PG) in the five-minute window.
396
All Tables

NULL
Option
NumConsultTransferReqTo5 Number of Consultative Transfer Requests sent (PG) DBINT NULL
or received (NIC) in the five-minute window.
NumDropConnectionConfTo5 Number of Drop Connection Confirmations sent DBINT NULL

(NIC) or received (PG) in the five-minute window.
NumDropConnectionReqTo5 Number of Drop Connection Requests sent (PG) or DBINT NULL

received (NIC) in the five-minute window.
NumReconnectCallConfTo5 Number of Reconnect Confirmations sent (NIC) or DBINT NULL

NumReconnectCallReqTo5 Number of Reconnect Requests sent (PG) or DBINT NULL

received (NIC)in the five-minute window.
NumRetrievedEventTo5 Number of Retrieved Events sent (NIC) or received DBINT NULL

(PG) in the five-minute window.
NumReleaseInd The number of release indications the VRU routing DBINT NULL
client sent to the VRU in the five-minute window.
NumTransferEventTo5 The number of transfer event messages the routing DBINT NULL
client sent during the five-minute interval.
PeripheralQueueTo5 Number of peripheral queue messages the system DBINT NULL

software sent to the routing client during the rollling
PhysicalControllerID Foreign key from Physical Interface Controller table. DBSMALLINT PK, FK
NOT
NULL
RcvInErrorTo5 Number of requests from the routing client that DBINT NOT
produced errors during the five-minute interval. NULL
Note This field will increment only when:
- A pre-routed (that is, translation-routed)
call terminates before reaching its
destination target for reasons other than
exceeding the late threshold, timing-out,
or being discarded.
- A post-routed call terminates for reasons
other than timing-out, being rejected for
carrying duplicate invocation, due to an
inactive Routing Client service, or being
associated with Network Transfer.

NULL
397
All Tables

NULL
Option
RejectedRequestsTo5 The total number of calls rejected due to congestion DBINT NULL
in the five-minute interval
ReqInstrTo5 Number of Request Instruction messages the routing DBINT NULL
ReRouteReqTo5 Number of ReRoute Request messages the routing DBINT NULL

ResponsesTo5 Number of route responses to the routing client DBINT NOT

during the five-minute interval. NULL
RouteSelectFailureTo5 Number of Route Select Failure messages the routing DBINT NULL
RoutingClientID Foreign key from Routing Client table. DBSMALLINT PK, FK

NOT
NULL
RunScriptTo5 Number of Run Script messages the system software DBINT NULL
interval.
ScriptRespTo5 Number of Script Response messages the routing DBINT NULL

client sent to the system software during the five
minute interval.
TimeoutCallsTo5 Total number of calls during the five-minute interval DBINT NOT
that were responded to after the timeout threshold. NULL
to the west of UTC.
TranslationRouteAbortedTo5 Number of translation route requests initiated by the DBINT NULL

routing client that were aborted during the
TranslationRouteTimedOutTo5 Number of translation route requests received by the DBINT NULL

routing client that exceeded the timeout threshold
during the rollingfive-minute interval.
398
All Tables
Schedule
Schedule
on page 636.
Each row describes a schedule to be imported from an external system. Imported data are stored in the
Schedule_Import and Schedule_Import_Real_Time tables.
Use the Workforce Management System Import tool to create, delete, or modify Schedule rows.
Related Tables
Agent, on page 16 (via ScheduleID)
ICR_View, on page 253 (via ICRViewID)
Import_Log, on page 255 (via ScheduleID)
Import_Schedule, on page 265 (via ScheduleID)
Schedule_Import, on page 401(via ScheduleID)
Schedule_Import_Real_Time, on page 403 (via ScheduleID)
Schedule_Map, on page 405 (via ScheduleID)
Schedule_Report, on page 406 (via ScheduleReportID)
Schedule_Source, on page 408(via ScheduleSourceID)
Scheduled_Target, on page 409 (via ScheduleID)
Service, on page 422 (via ScheduleID)
Service_Array, on page 425 (via ScheduleID)
Skill_Group, on page 461 (via ScheduleID)
Table 318: Indexes for Schedule Table
XAK1Schedule nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY
XIE1Schedule nonclustered located on PRIMARY ScheduleReportID
XIE2Schedule nonclustered located on PRIMARY ScheduleSourceID
XIE3Schedule nonclustered located on PRIMARY ICRViewID
XPKSchedule clustered, unique, primary key located ScheduleID

on PRIMARY
399
All Tables
Schedule
Table 319: Fields in Schedule Table

NULL
Option
added/updated.
NULL
• Y = Yes
• N=No
Description Additional information about the schedule. DESCRIPTION NULL
EnterpriseName A unique name for the schedule. VNAME32 AK-1 NOT

NULL
entity to which the schedule belongs. NOT
NULL
ICRViewID Foreign key to a description of how the system DBINT FK, IE-3
software interprets the Schedule_Import data for the NULL
schedule.
ScheduleID A unique identifier for the schedule. DBINT PK NOT

NULL
SchedulePeriod The number of minutes in each scheduling interval. DBINT NOT
A schedule can contain different data for each NULL
interval.
ScheduleReportID Foreign key to the schedule report. DBINT FK, IE-1

NULL
ScheduleSourceID Foreign key to a description of the source from DBINT FK, IE-2
which the schedule is imported. NULL
ScheduleType The type of the schedule: DBINT NOT

NULL
• 1 = TCS
• 2 = Custom
• 5 = Report Export
• 6 = Periodic
400
All Tables
Schedule_Import
Schedule_Import
on page 636.
Contains the schedule data imported from a source system. Only specific fields within this table are meaningful
for any schedule type. The meaning of the imported data is described by the ICR_View and View_Column
tables.
Related Table
Table 320: Indexes for Schedule_Import Table
XAK1Schedule_Import nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XPKSchedule_Import clustered, unique, primary key located DateTime, ScheduleID, TimeZone

on PRIMARY
Table 321: Fields in Schedule_Import Table

NULL
Option
Bool1 An imported value. DBCHAR NOT
NULL
Bool2 An imported value. DBCHAR NOT
NULL
DateTime The date and time at which the schedule data in the DBDATETIME PK NOT
record becomes effective. NULL
DateTime1 An imported value. DBDATETIME NULL
Double1 An imported value. DBFLT8 NULL
401
All Tables
Schedule_Import

NULL
Option
Long1 An imported value. DBINT NULL
ScheduleID Foreign key to the Schedule for which the data are DBINT PK, FK
imported. NOT
NULL
String1 An imported value. DESCRIPTION NULL
402
All Tables
Schedule_Import_Real_Time

NULL
Option
to the west of UTC.
on page 636.
Local database only. The scheduling data for the current time period as imported from an external source.
Related Table
Schedule, on page 399 (viaScheduleID)
Table 322: Indexes for Schedule_Import_Real_Time Table
XPKSchedule_Import_Real_Time clustered, unique, primary key located DateTime, ScheduleID, TimeZone

on PRIMARY
Table 323: Fields in Schedule_Import_Real_Time Table

NULL
Option
Bool1 An imported value. DBCHAR NULL
Bool2 An imported value. DBCHAR NULL
DateTime The date and time at which the schedule data in the DBDATETIME PK NOT
record becomes effective. NULL
403
All Tables

NULL
Option
ScheduleID An imported value. Foreign key to the Schedule for DBINT PK, FK
which the data are imported. NOT
NULL
404
All Tables
Schedule_Map

NULL
Option
to the west of UTC.
Schedule_Map
on page 636.
Identifies the primary key values from a schedule in the external data source from which it is imported. Each
schedule has one Schedule_Map row for each component of the primary key. If the primary key is a compound
key, the schedule has multiple Schedule_Map rows.
Related Table
Schedule, on page 399 (viaScheduleID)
Table 324: Indexes for Schedule_Map Table
XIE1Schedule_Map nonclustered located on PRIMARY ScheduleID
XPKSchedule_Map clustered, unique, primary key located ScheduleMapID

on PRIMARY
Table 325: Fields in Schedule_Map Table

NULL
Option
added/updated.
405
All Tables
Schedule_Report

NULL
Option
Description IAdditional information about the key field. DESCRIPTION NULL
FieldName The name of a primary key field. VNAME32 NOT

NULL
FieldValue The value of the primary key field for the schedule. DESCRIPTION NOT
NULL
ScheduleID Foreign key that identifies the schedule. DBINT IE-1, FK
NOT
NULL
ScheduleMapID A unique identifier for the record. DBINT PKNOT
NULL
Schedule_Report
on page 636.
Each row describes a report used to export information from the ICM platform to a workforce management
system.
Related Tables
Schedule, on page 399 (via ScheduleReportID)
Schedule_Report_Input, on page 407 (via ScheduleReportID)
Table 326: Indexes for Schedule_Report Table
XAK1Schedule_Report nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY
XPKSchedule_Report clustered, unique, primary key located ScheduleReportID

on PRIMARY
Table 327: Fields in Schedule_Report Table

NULL
Option
406
All Tables
Schedule_Report_Input

NULL
Option
added/updated.
Description Additional information about the report. DESCRIPTION NULL
EnterpriseName A name that is unique among all schedule reports VNAME32 AK-1 NOT
defined in the system database. NULL

entity to which the schedule belongs. NOT
NULL
PathName For a SQL report, the UNC name of the file. varchar(255) NULL
ReportType The type of report: DBINT NOT

NULL
• 8 = Based on a template.
• 9= Based on a SQL report.
ScheduleReportID A unique identifier for the report. DBINT PK NOT

NULL
SystemName For a SQL report, the name of the system containing VNAME32 NULL
the report.
SystemTimeZone For a template-based report, the time zone offset to varchar(255) NULL
use with the template.
TemplateCategory For a template-based report, the category used to VNAME32 NULL

locate the template.
TemplateName For a template-based report, the name of the template varchar(255) NULL
used to create the report.
TemplateOptions For a template-based report, options used with the varchar(255) NULL
template: /H to include the SQL header and column
name information; /A to append to the output file
TemplateScope For a template-based report, the scope used to locate VNAME32 NULL
the template.
Schedule_Report_Input
on page 636.
Specifies the targets that are used with a template to create a schedule report.
407
All Tables
Schedule_Source
Related Tables
Schedule_Report, on page 406 (via ScheduleReportID)
Table 328: Indexes for Schedule_Report_Input Table
XIE1Schedule_Report_Input nonclustered located on PRIMARY ScheduleReportID
XPKSchedule_Report_Input clustered, unique, primary key located ScheduleReportInputID

on PRIMARY
Table 329: Fields in Schedule_Report_Input Table

NULL
Option
added/updated.
Description Additional information about the target. DESCRIPTION NULL
ForeignKey Foreign key from a configuration table. This is DBINT NOT

always an ID field. NULL
ScheduleReportID Identifies the associated schedule report. DBINT FK, IE-1

NOT
NULL
ScheduleReportInputID A unique identifier for the report input row. To see DBINT PK NOT
the possible values, see Target Types: Script Cross NULL
Reference and Scheduled Report Input, on page 614.
TargetType Type of table to which the ForeignKey applies. To DBINT NOT

see the list of values, see Target Types: Script Cross NULL
Reference and Scheduled Report Input, on page 614.
Schedule_Source
on page 636.
Each row indicates the system and path from which the associated schedule data are imported.
Related Table
Schedule, on page 399 (via ScheduleSourceID)
408
All Tables
Scheduled_Target
Table 330: Indexes for Schedule_Source Table
XIE1Schedule_Source nonclustered located on PRIMARY EntityID
XPKSchedule_Source clustered, unique, primary key located ScheduleSourceID

on PRIMARY
Table 331: Fields in Schedule_Source Table

NULL
Option
added/updated.
Description Additional information about the data source. DESCRIPTION NULL
EntityID If partitioning is enabled, indicates the business DBINT FK, IE-1

entity to which the schedule belongs. NULL
FilePath The full file path from which data are retrieved. DESCRIPTION NULL
LoginName The user name to use when logging into the system. varchar(64) NULL
ScheduleSourceID A unique identifier for the record. DBINT PK NOT

NULL
SystemName The name of the system. VNAME32 NOT
NULL
SystemPassword The password to use when logging into the system. varchar(32) NULL
SystemTimeZone The time zone for the system. The value is the offset varchar(255) NULL
in minutes from UTC (formerly called GMT).
SystemType The type of system from which the data are DBINT NOT
imported. NULL
Scheduled_Target
Each row represents a scheduled target. A scheduled target is not associated with a peripheral and the system
software has only limited information about it: number of agents scheduled and number of calls in progress.
You can route calls to scheduled targets using the Scheduled Select script node.
409
All Tables
Scheduled_Target
Use the Scheduled Target Explorer to create, delete, and update scheduled targets.
Related Tables
Scheduled_Target_Real_Time, on page 411 (via NetworkTargetID)
Table 332: Indexes for Schedule_Target Table
XAK1Scheduled_Target nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIE1Scheduled_Target nonclustered located on PRIMARY CustomerDefinitionID
XPKScheduled_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY
Table 333: Fields in Scheduled_Target Table

NULL
Option
CustomerDefinitionID Identifies the customer definition associated with DBINT FK, IE-1
the scheduled target. NULL
added/updated.
Description Additional information about the scheduled target. DESCRIPTION NULL
EnterpriseName A name that is unique among all scheduled targets VNAME32 AK-1 NOT
defined in the system database. NULL
NetworkTargetID Identifier that is unique among all announcements, DBINT PK, FK

peripheral targets, and scheduled targets in the NOT
system. NULL
ScheduleID Identifies the schedule associated with the scheduled DBINT FK NULL
target.
410
All Tables
Scheduled_Target_Real_Time
Scheduled_Target_Real_Time
Contains one row for each scheduled target. The system software updates the real-time data each time it sends
a call to the target or receives a notification from the routing client that a call has completed. The Administration
& Data Server receives updated data every 15 seconds.
Related Table
Scheduled_Target, on page 409 (via NetworkTargetID)
Table 334: Indexes for Scheduled_Target_Real_Time Table
XPKScheduled_Target_Real_Time clustered, unique, primary key located NetworkTargetID

on PRIMARY
Table 335: Fields in Scheduled_Target_Real_Time Table

NULL
Option
CallsInProgress The number of calls currently in progress at the DBINT NULL
scheduled target.
DateTime The date and time when the row was last updated. DBDATETIME NOT
NULL
MaxCallsInProgress The maximum number of simultaneous calls the DBINT NULL
target can handle for the current time period (based
on its schedule).
NetworkTargetID Identifies the scheduled target. DBINT PK, FK

NOT
NULL
RouterCallsQNow Number of calls currently queued at the CallRouter DBINT NULL
for this target.
Script
page 636.
411
All Tables
Script
Each row represents a version of a routing script or an administrative script. You can save multiple versions
of each script. The binary representation of the script version is stored in the Script_Data table. General
information that applies to all versions of a script is stored in the Master Script table.
Use the Script Editor to create and modify scripts.
Related Tables
Call_Type_Real_Time, on page 129 (via ScriptID)
Route Call Data (via ScriptID)
Script_Cross_Reference, on page 413 (via ScriptID)
Script_Data, on page 414 (via ScriptID)
Script_Five_Minute, on page 415 (via ScriptID)
Script_Print_Control, on page 416(via ScriptID)
Script_Real_Time, on page 418 (via ScriptID)
Script_Queue_Real_Time, on page 417 (via ScriptID)
Table 336: Indexes for Script Table
XIE1Script Nonclustered index located on DateTimeStamp

PRIMARY
XAK1Script nonclustered, unique, unique key MasterScriptID, Version

located on PRIMARY
XPKScript clustered, unique, primary key located ScriptID

on PRIMARY
Table 337: Fields in Script Table

NULL
Option
Author User name of person who last modified the script VNAME32 NULL
version.

added/updated.
DateTime The date and time when the script version was saved. DBDATETIME NOT
NULL
412
All Tables
Script_Cross_Reference

NULL
Option
NULL
• Y = Yes
• N = No
Description Further information about the script. DESCRIPTION NULL
Length Number of bytes of data in the binary representation DBINT NOT

of the script. NULL
MasterScriptID Foreign key from the Master Script table. DBINT AK-1, FK
NOT
NULL
QuickEditBaseVersion If this version was created by using Quick Edit, this DBINT NULL
field indicates the previous script version. The
metering information from the base version can be
carried over to the new version.
ScriptID Unique identifier for a specific version of a script. DBINT PK NOT

NULL
Valid Indicates whether the script was saved in an invalid DBCHAR NOT
state. NULL
Version The active version of the master script. The system DBINT AK-1 NOT
software uses only the active version. NULL
Script_Cross_Reference
page 636.
It contains information about which configuration objects each script version references. This information is
used to determine whether a script version becomes invalid when configuration information changes.
The system software automatically maintains the Script_Cross_Reference table.
Related Tables
Route_Call_Detail, on page 357 (via LocalID)
Table 338: Indexes for Script_Cross_Reference Table
XIE1Script_Cross_Reference nonclustered located on PRIMARY ForeignKey
413
All Tables
Script_Data
XPKScript_Cross_Reference clustered, unique, primary key located ScriptID, LocalID

on PRIMARY
Table 339: Fields in Script_Cross_Reference Table

NULL
Option
ForeignKey Foreign key from a configuration table. This is DBINT IE-1 NOT
always an ID field. NULL
LocalID Local ID in script that cross references a foreign key DBINT PK NOT
field in one of the other configuration tables. NULL
ScriptID Foreign key from Script table. DBINT PK, FK,

NOT
NULL
TargetType Type of table to which the ForeignKey applies. To DBSMALLINT NOT
see the possible values, see Target Types: Script NULL
Cross Reference and Scheduled Report Input, on
page 614.
Script_Data
page 636.
It contains a binary version of a routing script or administrative script. A long script may require multiple
Script_Data rows.
The Script Editor automatically maintains the Script_Data table.
Related Tables
Table 340: Indexes for Script_Data Table
XPKScript_Data clustered, unique, primary key located ScriptID, RowOrder

on PRIMARY
414
All Tables
Script_Five_Minute
Table 341: Fields in Script_Data Table

NULL
Option
RowOrder Ordinal number of the rows that apply to a specific DBINT PK NOT
script. NULL
ScriptData Internal script representation. image NULL
ScriptID Foreign key from Script table. DBINT PK, FK

NOT
NULL
Script_Five_Minute
page 636.
Central database only. Contains statistics about each script version for the most recent five-minute interval.
The system software generates Script_Five_Minute records for each script.
Related Tables
Table 342: Indexes for Script_Five_Minute Table
XAK1Script_Five_Minute nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XPKScript_Five_Minute clustered, unique, primary key located ScriptID, DateTime, TimeZone

on PRIMARY
Table 343: Fields in Script_Five_Minute Table

NULL
Option
CallsIncomingTo5 Number of calls that came into the script during the DBINT NOT
CallsPerNode An array indicating the number of calls that traversed varchar NOT
each node of the script during the five-minute NULL
interval. Each element in the array is a short integer.
An array for a script with 40 nodes is stored in the
database as a varbinary(80) array.
415
All Tables
Script_Print_Control

NULL
Option
CallsRoutedTo5 Number of calls that came into the script during the DBINT NOT
DateTime Central Controller date and time at start of DBSMALLDATE PK NOT


NULL
ScriptID Foreign key from the Script table. DBINT PK, FK

NOT
NULL
to the west of UTC.
Script_Print_Control
page 636.
Each row contains default print settings for a specific script version. The Script Editor automatically maintains
the Script_Print_Control table.
Related Tables
Table 344: Indexes for Script_Print_Control Table
XAK1Script_Print_Control nonclustered, unique, unique key ScriptID

located on PRIMARY
XPKScript_Print_Control clustered, unique, primary key located ScriptPrintControlID

on PRIMARY
416
All Tables
Script_Queue_Real_Time
Table 345: Fields in Script_Print_Control Table

NULL
Option
added/updated.
PrintControlSettings A string specifying the print settings for the script. varchar(255) NULL
ScriptID Foreign key from Script table. DBINT AK-1, FK

NOT
NULL
ScriptPrintControlID A unique identifier for the row. DBINT PK NOT
NULL
Script_Queue_Real_Time
page 636.
Local database only. Contains data on how tasks are processed in a script queue.
Related Tables
Table 346: Indexes for Script_Queue_Real_Time Table
XPKScript_Queue_Real_Time clustered, unique, primary key located ScriptID, QueueNode

on PRIMARY
Table 347: Fields in Script_Queue_Real_Time Table

NULL
Option
DateTime The data and time at which this data was last DBDATETIME NOT
updated. NULL
QueueNode The local script node identifier. DBINT PK NOT

NULL
417
All Tables
Script_Real_Time

NULL
Option
ScriptID The system identifier of the application path with DBINT PK, FK
which this row is associated. NOT
NULL
TasksQueued The number of tasks queued at this script node. DBINT NULL
TimeInQueue The time in queue for the longest task. DBDATETIME NULL
Script_Real_Time
page 636.
Contains real time information about each script. The system software updates the real-time data each time
it executes a script. The Administration & Data Server receives updated data every 15 seconds. The real-time
data for current script versions is updated at midnight.
Related Tables
Table 348: Indexes for Script_Real_Time Table
XPKScript_Real_Time clustered, unique, primary key located ScriptID

on PRIMARY
Table 349: Fields in Script_Real_Time Table

NULL
Option
Calls Number of times the script has executed since DBINT NOT
midnight. For a routing script, this is the number of NULL
calls processed.
CpuTime CPU time spent processing the script. DBINT NOT

NULL
last updated. NULL
ElapsedTime Elapsed time spent processing the script. DBINT NOT

NULL
418
All Tables
Script_Table

NULL
Option
ScriptID Foreign key from the Script Table. DBINT PK, FK
NOT
NULL
ScriptMeters Internal real time data for the script. image NULL
Script_Table
page 636.
Each row describes a table from an external database that can be queried from within routing scripts or
administrative scripts using the optional Gateway SQL feature.
Use Unified ICM Configuration Manager to add, update, and delete Script_Table records.
Related Tables
Script_Table_Column, on page 420 (via ScriptTableID)
Table 350: Indexes for Script_Table Table
XAK1Script_Table nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XPKScript_Table clustered, unique, primary key located ScriptTableID

on PRIMARY
Table 351: Fields in Script_Table Table

NULL
Option
AccessType Indicates how to query data from the table. Currently DBSMALLINT NOT
only SQL (1) is supported. NULL

added/updated.
Description Further information about the external table. DESCRIPTION NULL
EnterpriseName A name that is unique among all script tables defined VNAME32 AK-1 NOT
in the system database. NULL
419
All Tables
Script_Table_Column

NULL
Option
ScriptTableID A unique identifier for the external table. DBINT PK NOT
NULL
SideA The path of the database table as reached by Side A DESCRIPTION NULL
of the Central Controller.
SideB The path of the database table as reached by Side B DESCRIPTION NULL
of the Central Controller.
SecuredMode Indicates the connection mode type to the external DBINT NOT
database. NULL
0 - Non-Secured Mode
1 - Secured mode
Note The default values is 0.
FutureUseInt1 Future use DBINT NULL

FutureUseInt2 Future use DBINT NULL
FutureUseVarChar1 Future Use VARCHAR(64) NULL
FutureUseVarChar2 Future Use VARCHAR(64) NULL
Script_Table_Column
page 636.
Each row describes a column in a table from an external database that can be queried from within routing
scripts or administrative scripts.
Use Unified ICM Configuration Manager to add, update, and delete Script_Table_Column records.
Related Tables
Script, on page 411 (via ScriptTableID)
Table 352: Indexes for Script_Table_Column Table
XAK1Script_Table_Column nonclustered, unique, unique key ScriptTableID, ColumnName

located on PRIMARY
XPKScript_Table_Column clustered, unique, primary key located ScriptTableColumnID

on PRIMARY
420
All Tables
Sec_Group
Table 353: Fields in Script_Table_Column Table

NULL
Option
ColumnName The name of the column in the external database. VNAME32 AK-1 NOT
NULL
added/updated.
Description Additional information about the column. DESCRIPTION NULL
ScriptTableColumnID A unique identifier for this script table column. DBINT PK NOT
NULL
ScriptTableID Foreign key from the Script_Table table. DBINT AK-1, FK
NOT
NULL
Sec_Group
Used internally to track the state of records in the User_Group table. The Sec_Group table contains one row
for each User_Group row.
Related Table
User_Group, on page 547 (via UserGroupID)
Table 354: Indexes for Sec_Group Table
XPKSec_Group clustered, unique, primary key located UserGroupID

on PRIMARY
Table 355: Fields in Sec_Group Table

NULL
Option
UserGroupID Foreign key from the User_Group table. DBINT PK, FK
NOT
NULL
421
All Tables
Sec_User

NULL
Option
UserGroupName The name of the group. varchar(64) NOT
NULL
Sec_User
Used internally to track the state of users in the User_Group table. The Sec_User table contains one row for
each User_Group row that represents a user (rather than a group).
Related Table
Table 356: Indexes for Sec_User Table
XPKSec_User clustered, unique, primary key located UserGroupID

on PRIMARY
Table 357: Fields in Sec_User Table

NULL
Option
UserGroupID Foreign key from the User_Group table. DBINT PK, FK
NOT
NULL
UserGroupName The name of the user. varchar(64) NOT
NULL
Service
Each row describes a service available at a peripheral.
Use the Service Explorer tool to add, update, and delete Service records.
Related Tables
Enterprise_Service_Member, on page 237(via SkillTargetID)
422
All Tables
Service

Route, on page 355 (via SkillTargetID)
Service_Array_Member, on page 427 (SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID)
Service_Five_Minute, on page 428 (via SkillTargetID)
Service_Member, on page 443 (via SkillTargetID)
Service_Real_Time, on page 444 (via SkillTargetID)
Termination_Call_Detail, on page 518(ServiceSkillTargetID maps to Service.SkillTargetID)
Table 358: Indexes for Service Table
XAK1Service nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XAK2Service nonclustered, unique, unique key PeripheralID, PeripheralNumber

located on PRIMARY
XIE1Service nonclustered located on PRIMARY ScheduleID
XIE2Service Nonclustered index located on DateTimeStamp

PRIMARY
XPKService clustered, unique, primary key located SkillTargetID

on PRIMARY
Table 359: Fields in Service Table

NULL
Option
ConfigParam Incremented when the record is changed in the varchar(255) NULL

central database.
added/updated.

NULL
• Y = Yes
• N = No
423
All Tables
Service

NULL
Option
Description Additional information about the service. DESCRIPTION NULL

EnterpriseName An enterprise name for the service. This name must VNAME32 AK-1 NOT
be unique among all the services in the enterprise. NULL
Extension The extension number for the skill group (used by VTELNO10 NULL
the Definity ECS ACD).
MRDomainID The Media Routing Domain associated with this DBINT FK NOT
service. NULL
PeripheralID Foreign key from the Peripheral table. DBSMALLINT AK-2, FK

NOT
NULL
PeripheralName Service name as known at the peripheral. VNAME32 NOT
NULL
PeripheralNumber Service number as known at the peripheral. This DBINT AK-2 NOT
field together with PeripheralID form an alternate NULL
unique key.
PeripheralServiceLevelType Type of service level calculation to be used in the DBSMALLINT NOT

PeriphServiceLevel fields of Service Real Time and NULL
Service Half Hour tables. Valid Aspect types are:
• 4 = Service Level as Calculated by Call Center.
If this field is 0 for a service, the system software

assumes the default specified for the associated
peripheral.
If the peripheral is not an Aspect ACD, the type must
be 4 (calculated by the peripheral)
service. NULL
service level. If this field is negative, the value of NULL
the ServiceLevelThreshold field in the Peripheral
table is used.
424
All Tables
Service_Array

NULL
Option
ServiceLevelType For Non-Unified CCE, indicates how the system DBSMALLINT NOT
software calculates the service level for the service: NULL
• 0 = Use the default specified for the associated
peripheral.
• 1 = Ignore Abandoned Calls. (Remove the
abandoned calls from the calculation.)
• 2 = Abandoned Calls have Negative Impact.
(Treat the abandoned calls as though they
exceeded the service level threshold.)
• 3 = Abandoned Calls have Positive Impact.
(Treat the abandoned calls as through they were
answered within the service level threshold.)
Note Regardless of which calculation you

choose, the system software always tracks
separately the number of calls abandoned
before the threshold expired.
For Unified CCEthe value of this field is always 1
(ignore abandoned calls) for services associated with
Unified CM peripherals. This is because calls to a
Unified CM peripheral have no service associated
with them while they are queued, and therefore calls
abandoned while queued cannot affect the
computation of service level for a Unified CM
service.
in the enterprise. NOT
NULL
UserDeletable Indicates if the record can by deleted by a user. DBCHAR NOT
Default is Y. NULL
Service_Array
on page 634.
A service array is a collection of service which might be associated with different peripherals, but are all
associated with the same Peripheral Gateway (PG). You can route calls to a service array and let the PG choose
among the member services.
Use the Service Explorer tool to add, update, and delete Service_Array records.
425
All Tables
Service_Array
Related Tables
Service_Array_Member, on page 427 (via SkillTargetID)
Table 360: Indexes for Service_Array Table
XAK1Service_Array nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIF110Service_Array nonclustered located on PRIMARY SkillTargetID
XIF120Service_Array nonclustered located on PRIMARY LogicalControllerID
XIF121Service_Array nonclustered located on PRIMARY ScheduleID
XPKService_Array clustered, unique, primary key located SkillTargetID

on PRIMARY
Table 361: Fields in Service_Array Table

NULL
Option
added/updated.
Description Additional information about the service array. DESCRIPTION NULL
EnterpriseName An enterprise name for the service array. This name VNAME32 AK-1 NOT
must be unique among all service arrays in the NULL
enterprise.
LogicalControllerID Identifies the Peripheral Gateway associated with DBSMALLINT FK NOT

the service array. NULL
ScheduleID Identifies a schedule associated with the service DBINT FK NULL

array.
SkillTargetID An identifier that is unique among all skill targets DBINT PK NOT
in the enterprise. NULL
426
All Tables
Service_Array_Member
Service_Array_Member
on page 634.
It maps individual services to a service array. The member services in a service array must all be associated
with the same Peripheral Gateway (PG), but may be associated with different peripherals.
Use the Service Explorer tool to add and delete Service_Array_Member records.
Related Tables
Service_Array, on page 425 (ServiceArraySkillTargetID maps to Service_Array.SkillTargetID)
Table 362: Indexes for Service_Array_Member Table
XIF122Service_Array_Member nonclustered located on PRIMARY ServiceArraySkillTargetID
XIF123Service_Array_Member nonclustered located on PRIMARY ServiceSkillTargetID
XPKService_Array_Member clustered, unique, primary key located ServiceArraySkillTargetID,

on PRIMARY ServiceSkillTargetID
Table 363: Service_Array_Member Table Constraints
Constraint Field name

PK ServiceArraySkillTargetID
PK ServiceSkillTargetID
FK ServiceArraySkillTargetID
Table 364: Fields in Service_Array_Member Table

NULL
Option
ServiceArraySkillTargetID Identifies the service array. DBINT PK, FK
NOT
NULL
ServiceSkillTargetID Identifies a service that is a member of the service DBINT PK NOT
array. NULL
427
All Tables
Service_Five_Minute
Service_Five_Minute
Contains statistics about each service during the most recent five-minute interval.
The system software generates Service_Five_Minute records for each service.
Related Table
Table 365: Indexes for Service_Five_Minute Table
XAK1Service_Five_Minute nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XPKService_Five_Minute clustered, unique, primary key located DateTime, SkillTargetID, TimeZone

on PRIMARY
Table 366: Fields in Service_Five_Minute Table

NULL
Option
AgentsTalking Number of service agents in the talking state at the DBINT NULL
end of the five-minute interval.
the service during the five-minute interval.
AvgDelayQNow Average delay for calls currently queued for the DBINT NULL
service at the end of the five-minute interval.
AvgHandleTimeTo5 The average handled calls time in seconds for calls DBINT NULL
to the service that ended during the five-minute
interval. HandleTime is tracked only for inbound
ACD calls that are counted as handled for the
service. HandleTime is the time spent from the call
being answered by the agent to the time the agent
associated with the call. The AvgHandleTime value
time associated with the call is completed.
428
All Tables
Service_Five_Minute

NULL
Option
AvgSpeedAnswerTo5 Average answer wait time for all incoming calls to DBINT NULL
the service during the five-minute interval.
AvgTalkTimeTo5 The average talk time in seconds for calls to the DBINT NULL
service during the five-minute interval. Talk time
includes the time that calls were in a talking or hold
state. It is populated with the TalkTime and
HoldTime associated with call to the service or route.
The field is updated in the database when all
after-call work associated with the calls is completed.
CallsAbandQToday Number of calls to this service abandoned since DBINT NULL

midnight.
CallsAnsweredTo5 Number of calls to the service answered by agents DBINT NULL

during the five-minute interval.
CallsAnsweredToday Number of calls to the service answered by agents DBINT NULL

since midnight.
CallsHandledTo5 Number of calls handled for the service ending DBINT NULL
during the five-minute interval. A handled call is:
on then completed.

CallsHandledToday Number of calls handled to completion by the DBINT NULL

service since midnight.
CallsIncomingToday Number of incoming calls to this service since DBINT NULL

CallsInProgress Number of inbound and outbound calls that had DBINT NULL
previously been offered (for example, calls being
played an announcement, queued calls, or connected
calls) and are currently being handled for the service.
CallsLeftQTo5 Number of calls to the service that were removed DBINT NULL
from queue during the five-minute interval (used to
calculate expected delay).
429
All Tables
Service_Five_Minute

NULL
Option
CallsOfferedTo5 Number of calls offered to the service during the DBINT NULL
to this service since midnight.
CallsQNow Calls in queue for the service at the peripheral at the DBINT NULL
end of the five-minute interval. A call that queues
multiple times will be counted as queued once for
the service.
CallsRoutedToday Number of calls the system software routed to this DBINT NULL
DateTime Date and time at the start of the five-minute interval. DBSMALLDATE PK NOT
NULL
ExpectedDelay Predicted delay for any new call added to the service DBFLT4 NULL
queue at the end of the five-minute interval. This is
valid only if no agents are available.
LongestAvailAgent Number of seconds the longest available agent for DBINT NULL
the service had been available as of the end of the
five-minute interval. If no agent was available, the
value is 0.
LongestCallQ Length of time that longest call in the queue for the DBINT NULL
service had been there at the end of the five-minute
interval.
OverflowInTo5 Number of calls the peripheral re-targeted, or DBINT NULL

overflowed, into the service during the five-minute
OverflowOutTo5 Number of calls the peripheral retargeted, or DBINT NULL

overflowed, out of the service during the five-minute
PeriphServiceLevelTo5 Service level for the service during the DBFLT4 NULL
rollingfive-minute interval, as calculated by the
peripheral.
PeriphServiceLevelToday Service level for the service since midnight, as DBFLT4 NULL
calculated by the peripheral.
430
All Tables
Service_Five_Minute

NULL
Option
NULL
ServiceLevelAbandTo5 Number of calls to the service abandoned within the DBINT NULL
service level during the five-minute interval.
ServiceLevelAbandToday Number of calls to the service abandoned within the DBINT NULL
service level since midnight.
ServiceLevelCallsOfferedTo5 Number of calls to the service answered or DBINT NULL

abandoned during the five-minute interval.
ServiceLevelCallsOfferedToday Number of calls to the service answered or DBINT NULL

abandoned since midnight.
ServiceLevelCallsQHeld Number of calls to the service that had been in queue DBINT NULL
longer than the service level threshold at the end of
the five-minute interval.
ServiceLevelCallsTo5 Number of calls to the service handled within the DBINT NULL
service level during the five-minute interval.
ServiceLevelCallsToday Number of calls to the service handled within the DBINT NULL
service level today.
431
All Tables
Service_Five_Minute

NULL
Option
ServiceLevelTo5 Service level during the five-minute interval. This DBFLT4 NULL
is derived from ServiceLevelCallsTo5 and
ServiceLevelCallsOfferedTo5.
They are:
- ServiceLevelCallsAband -
RouterCallsDequeued)
ServiceLevelCallsoffered -
(ServiceLevelCallsoffered -

environment only.
ServiceLevelToday Cumulative service level for the service since DBFLT4 NULL
midnight. This is derived from
ServiceLevelCallsToday and
ServiceLevelCallsOfferedToday.
SkillTargetID Foreign key from the Service table. DBINT PK, FK

NOT
NULL
to the west of UTC.
Unused1 This field is not currently used. DBINT NULL
432
All Tables
Service_Interval
Service_Interval
This section describes the Service Interval table.
Table 367: Fields in Service_Interval Table

NULL
Option
AutoOutCalls Number of AutoOut (predictive) calls made by this DBINT YES
service that ended during the reporting interval. The
the database is updated every reporting. Not
currently used for Outbound Option. Not valid for
Unified CCE.
AutoOutCallsTime Total handle time, in seconds, for AutoOut DBINT YES

(predictive) calls handled this service that ended
during the reporting interval. Handle time includes
WorkTime, TalkTime, and HoldTime. The
AutoOutCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is updated every reporting. Not currently used for
Outbound Option. Not valid for Unified CCE.
AutoOutCallsTalkTime Total talk time, in seconds, for AutoOut (predictive) DBINT YES
calls handled by the service that ended during the
reporting interval. This value includes the time spent
begins after-call work for the call. It is based on
TalkTime. It therefore includes the HoldTime
associated with the call. AutoOutCallsTalkTime is
Outbound Option. Not valid for Unified CCE.
AutoOutCallsOnHold Number of ended AutoOut (predictive) calls that DBINT YES

this service has placed on hold at least once. The
Unified CCE.
433
All Tables
Service_Interval

NULL
Option
AutoOutCallsOnHoldTime Number of seconds that AutoOut (predictive) calls DBINT YES
were placed on hold by this service during the
reporting interval. This data element is based on
HoldTime. The value is counted when the after-call
and the database is updated every reporting. Not
currently used for Outbound Option. Not valid
forUnified CCE.
AvgDelayQ Average delay in the queue for calls to the service DBINT YES
during the reporting interval: DelayQTime / CallsQ.
Not valid for Unified CCE. Not valid for non-voice
tasks. Set to zero by OPC.
AvgDelayQAband Average delay time of calls to the service abandoned DBINT YES
in queue during the reporting interval. This value is
calculated as follows: DelayQAbandTime /
CallsAbandQ Not valid forUnified CCE. Not valid
for non-voice tasks. Set to zero by OPC.
Note When Unified ICM is connected with
Unified CCE through a Unified CCE
Gateway PG, this value is incremented
by any condition on the child that causes
the call to terminate while in the queue.
AvgHandleTime The average handled calls time in seconds for calls DBINT YES
counted as handled by the service during the
reporting interval. HandleTime is tracked only for
inbound ACD calls that are counted as handled for
the service. HandleTime is the time spent from the
angent answering the call to the time the agent
completing after-call work time for the call. This
with the call is completed. The value is calculated
as follows: HandleTime / CallsHandled Valid for
Unified CCE.
AvgSpeedAnswer The average answer wait time that all calls offered DBINT YES
to the service waited before being answered. This
value is calculated as follows: AnswerWaitTime /
CallsAnswered Valid for Unified CCE.
434
All Tables
Service_Interval

NULL
Option
AnswerWaitTime The sum of AnswerWaitTime in seconds for all calls DBINT YES
answered for the service during the last reporting
interval. AnswerWaitTime is the elapsed time from
when the call is offered at the peripheral, to when it
is answered. This includes all DelayTime,
LocalQTime, and RingTime associated with the call.
For multimedia, the sum of the answer wait times
of all tasks associated with this service that began
in this reporting interval.
AvgTalkTime The average handled calls time in seconds for calls DBINT YES
counted as handled by the service during the
reporting interval. HandleTime is tracked only for
inbound ACD calls that are counted as handled for
the service. HandleTime is the time spent from the
agent answering the call to the agent completing
after-call work time for the call. This includes any
TalkTime, HoldTime, and WorkTime associated
with the call. The AvgHandleTime value is counted
call is completed. The value is calculated as follows:
HandleTime / CallsHandled Valid for Unified CCE.
BlindTransfersOut Number of calls that were blind transferred out by DBINT YES
agents in this service during the reporting interval.
CallsAnswered The number of calls handled for the service during DBINT YES
the reporting interval. For multimedia, the number
of tasks associated with this service that were ended
in this reporting interval. Valid for Unified CCE.
CallsOut Number of outbound calls placed by agents for the DBINT YES
service during the reporting interval. Not valid for
Unified CCE. Not valid for non-voice tasks. Set to
zero by OPC.
CallsTerminatedOther Number of calls handled by the service but not DBINT YES
otherwise accounted for during the reporting interval.
These are calls that do not fit into the criteria for
handled, abandoned, or transferred calls. They were
terminated for other reasons, which may include
drop/no answer, forced busy, or timed out. Not valid
for Unified CCE. Not valid for non-voice tasks. Set
to zero by OPC.
CallsOffered Number of incoming calls plus internal calls offered DBINT YES
to the service during the reporting interval. Valid
for Unified CCE.
435
All Tables
Service_Interval

NULL
Option
CallsIncoming Number of incoming calls to the service during the DBINT YES
reporting interval. Incoming calls include only
Inbound ACD calls arriving on trunks (that is, calls
that are not internally generated). Valid for Unified
ICM and Unified CCE.
CallsRouted Number of tasks routed by the system software to DBINT YES

the service during the reporting interval. For
multimedia, the number of tasks routed to the service
during the reporting interval. Valid for Unified CCE.
CallsHandled The number of tasks that became associated with DBINT YES
this service in this reporting interval. This is
incremented when the Agent PG receives an Offer
Task message, and when it receives a Start Task
message without having received an Offer Task
message.
A handled call is:
on then completed.
A handled call or task is completed when the agent

associated with the call or task finishes the wrap-up
work associated with the call or task. This field is
applicable for Unified CCE.
CallsAbandQ Number of calls abandoned in queue for the service DBINT YES
during the reporting interval. Not valid for Unified
CCE. Not valid for non-voice tasks. Set to zero by
OPC.
Note When Unified ICM is connected with
Unified CCE through a Unified CCE
Gateway PG, this value increments for
any condition on the child that causes the
call to terminate while in the queue.
CallsQ Number of calls to the service in the queue during DBINT YES
the reporting interval. A call that queues multiple
times is counted as queued once for the service. This
field is not valid for Unified CCE or for non-voice
DateTime Central Controller date and time at the start of the DBSMALLDATE PK1, NOT
reporting interval. NULL
436
All Tables
Service_Interval

NULL
Option
DbDateTime The current date and time stamp when the records DBDATETIME IE1, YES
DelayQTime Sum of delay time of all calls to the service in queue DBINT YES
during the reporting interval. This field is populated
from the LocalQTime. This field is not valid for
Unified CCE or for non-voice tasks. Set to zero by
OPC.
DelayQAbandTime Number of seconds that calls for the service that DBINT YES
were abandoned in queue waited during the interval.
These are calls that existed in the queue but were
abandoned before being handled by an agent or trunk
device. Not valid for Unified CCE. Not valid for
non-voice tasks. Set to zero by OPC.
ForcedClosedCalls Number of calls to the service that were determined DBINT YES
to be closed following an interruption in data during
the reporting interval. ForcedClosedCalls are calls
that terminated because of errors tracking the calls
state transition. Calls may become forced closed if
there is lack of events from the ACD CTI interfaces
(for example, a lack of a Disconnect event, or failure
on the switch CTI connection). Not valid for Unified
CCE.
HandleTime The total time in seconds that calls were handled for DBINT YES
the service during the reporting interval. HandleTime
is tracked only for inbound ACD calls that are
counted as handled for the service. HandleTime is
the time spent from the agent answering the call to
the agent completing after-call work time for the
call. This includes any HoldTime, TalkTime, and
WorkTime associated with the call (from the
Termination_Call_Detail table). The HandleTime
the database is updated every reporting. For
multimedia, this is TalkTime + HoldTime +
HandledWorkReadyTime. Valid for Unified CCE.
HoldTime The total time in seconds for calls to the service that DBINT YES
ended during the reporting interval. For multimedia,
the number of seconds that agents spent in the
PAUSED state for tasks associated with this service
that ended in this reporting interval. Valid for
Unified CCE.
437
All Tables
Service_Interval

NULL
Option
LongestCallAbandTime Longest time in seconds a call was in queue for the DBINT YES
service before being abandoned during the reporting
interval. Not valid for Unified CCE. Not valid for
LongestCallDelayQTime Longest time in seconds a call was in queue for the DBINT YES
service before being abandoned during the reporting
interval. Not valid for Unified CCE. Not valid for
NumMissingTasks Valid for multimedia only. The number of tasks DBINT YES
whose Start Task Timeout Period expired in this
reporting interval.
OverflowIn Number of calls that the peripheral re-targeted, or DBINT YES

overflowed, into this service during the reporting
route (overflowed in). Not valid for Unified CCE.
OverflowOut Number of calls that the peripheral re-targeted, or DBINT YES

overflowed, out of this service during the reporting
route (overflowed in). Not valid for Unified CCE.
PeriphServiceLevelOffer Number of offered calls used in the peripheral DBINT YES

service level calculation for the reporting interval.
PeriphServiceLevel Peripheral service level during the reporting interval. DBFLT4 YES
PeriphServiceLevelCalls Number of calls to the service answered within the DBINT YES
service level, as counted by the peripheral, during
the reporting interval. Not valid for Unified CCE.
Not valid for non-voice tasks. Set to zero by OPC.
PreviewCalls Number of outbound Preview calls made by this DBINT YES

service that ended during the reporting interval. The
Unified CCE.
438
All Tables
Service_Interval

NULL
Option
PreviewCallsTime Total handle time, in seconds, for outbound Preview DBINT YES
calls handled by this service that ended during the
reporting interval. Handle time includes WorkTime,
TalkTime, and HoldTime. The PreviewCallsTime
initiated to the time the agent completes after-call
work time for the call. The value is counted when
any) has completed, and the database is updated
every reporting. Not currently used for Outbound
Option. Not valid for Unified CCE.
PreviewCallsTalkTime Total talk time, in seconds, for outbound Preview DBINT YES
reporting interval. This value includes the time spent
TalkTime from Termination_Call_Detail. It therefore
includes the HoldTime associated with the call.
PreviewCallsTalkTime is counted when the
after-call-work time associated with the call (if any)
reporting. Not currently used for Outbound Option.
Not valid for Unified CCE.
PreviewCallsOnHold Number of ended outbound Preview calls that this DBINT YES
service placed on hold at least once. The value is
Outbound Option. Not valid forUnified CCE.
PreviewCallsOnHoldTime Number of seconds outbound Preview calls were DBINT YES

placed on hold this service during the reporting
interval. This data element is based on HoldTime.
The value is counted when the after-call work
Unified CCE.

NULL
439
All Tables
Service_Interval

NULL
Option
ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT IE2, NULL
(default) or 15.
ReserveCalls Not currently used. DBINT YES
ReserveCallsTime Not currently used. DBINT YES
ReserveCallsTalkTime Not currently used. DBINT YES
ReserveCallsOnHold Not currently used. DBINT YES
ReserveCallsOnHoldTime Not currently used. DBINT YES
RedirectNoAnsCalls Number of calls that rang at an agents terminal and DBINT YES
the current reporting interval.
SkillTargetID The SkillTargetID of this service. Foreign key from DBINT PK2, NOT
the Service table. NULL
ServiceLevel Service level for the service during the reporting DBFLT4 YES
interval. For non-voice tasks and for Unified CCE
calls, the ServiceLevelType is always set to ignore
abandoned calls.
ServiceLevelCalls Number of calls to the service answered within the DBINT YES
service level threshold during the reporting interval.
Not valid for Unified CCE.
ServiceLevelAband Number of calls to the service abandoned within the DBINT YES
service level threshold during the reporting interval.
Set to zero for Unified CCE voice tasks and for
non-voice tasks.
440
All Tables
Service_Interval

NULL
Option
ServiceLevelCallsOffered Number of calls to the service that had service level DBINT YES
events during the reporting interval. Not valid for
Unified CCE.
ShortCalls Number of calls to the service during the reporting DBINT YES
interval that were too short to be considered
abandoned. A call is determined to be a short call if
it is abandoned before the Abandoned Call Wait
Time expired. Short calls are not considered
abandoned and they are not accounted for in any of
the Unified ICM abandoned calls calculations. Not
valid for Unified CCE. Not valid for non-voice tasks.
Set to zero by OPC.
ShortCallsTime Time, in seconds, accumulated by calls that were DBINT YES

too short to be counted as abandoned during the
reporting interval. These calls were abandoned
before the abandoned call wait time expired. Not
valid for Unified CCE. Not valid for non-voice tasks.
Set to zero by OPC.
ServiceLevelType Service Level Type used to calculate Service level DBINT YES
for this interval. Not currently used for Outbound
Option. Not valid forUnified CCE.
to the west of UTC.
TransferInCalls Number of calls transferred into the service during DBINT YES
the reporting interval. This count includes
consultative transfers and blind transfers to the
service. The count is populated in the database when
the after-call work associated with the call (if any)
is finished. Not valid for Unified CCE. Not valid for
TransferOutCalls Number of calls transferred out of the service during DBINT YES
the reporting interval. This count includes
consultative transfers and blind transfers made from
the service. The count is populated in the database
when the after-call work associated with the call (if
any) is finished. Not valid for Unified CCE. Not
valid for non-voice tasks. Set to zero by OPC.
441
All Tables
Service_Level_Threshold

NULL
Option
TalkTime The number of seconds that agents spent in the DBINT YES
ACTIVE state or the PAUSED state for tasks
associated with this service that ended in this
reporting interval.
Service_Level_Threshold
The Service Level Threshold table specifies how the Unified ICM calculates service level for a particular
peripheral. Each row in this table contains specific default values for a PeripheralID-Media Routing Domain
pair.
Related Tables
Table 368: Indexes for Service_Level_Threshold Table
XPKService_Level_Threshold clustered, unique, primary key located PeripheralID, MRDomainID

on PRIMARY
Table 369: Fields in Service_Level_Threshold Table

NULL
Option
MRDomainID Foreign key from the Media_Routing_Domain table. DBINT PK NOT
NULL
PeripheralID The ICM ID of the peripheral with which this row DBSMALLINT PK, FK
is associated. NOT
NULL
ServiceLevelThreshold The default value of the ServiceLevelThreshold field DBINT NOT
for services associated with this peripheral and media NULL
routing domain.
442
All Tables
Service_Member

NULL
Option
ServiceLevelType The default value for the ServiceLevelType field for DBSMALLINT NOT
each service associated with this peripheral and NULL
media routing domain. This value indicates how the
system software calculates the service level.
For Unified CCE the value of this field is always
1 (ignore abandoned calls) for Unified CM
peripherals. This is because calls to a Unified CM
peripheral have no service associated with them
while they are queued, and therefore calls abandoned
while queued cannot affect the computation of
service level for a Unified CM service.
Service_Member
The Service Member table maps skill groups to services. Each service contains one or more member skill
groups. Each skill group can be a member of one or more services.
Use the Service Explorer tool to add, update, and delete Service_Member records.
Related Tables
Skill_Group, on page 461 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Table 370: Indexes for Service_Member Table
XIE1Service_Member nonclustered located on PRIMARY SkillGroupSkillTargetID
XPKService_Member clustered, unique, primary key located ServiceSkillTargetID, SkillGroupSkillTargetID

on PRIMARY
443
All Tables
Service_Real_Time
Table 371: Fields in Service_Member Table

NULL
Option
Priority The priority level of the specified service for the DBSMALLINT NOT
specified skill group: NULL
• 1 = Primary
• 2= Secondary
Any number of skill entries can be of any
priority--not all need to be entered.
ServiceSkillTargetID SkillTargetID of the service. DBINT PK, FK

NOT
NULL
SkillGroupSkillTargetID SkillTargetID of the skill group that is associated DBINT PK, FK
with the service. NOT
NULL
Service_Real_Time
Note When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in the queue.
Local database only. Contains real time information about each service.
The system software automatically generates a Service_Real_Time record for each service.
Related Table
Table 372: Indexes for Service_Real_Time Table
XPKService_Real_Time clustered, unique, primary key located SkillTargetID

on PRIMARY
444
All Tables
Service_Real_Time
Table 373: Fields in Service_Real_Time Table

NULL
Option
AgentsTalking Number of service agents currently in the talking DBINT NULL
state.
AnswerWaitTimeHalf Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the service during the current half-hour
interval.
AnswerWaitTimeTo5 Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the service during the rolling five-minute
interval.
AnswerWaitTimeToday Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the service since midnight.
AutoOutCallsHalf Number of AutoOut (predictive) calls made by DBINT NULL

agents for this service that ended during the current
half-hour interval. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.
Unsupported for Outbound Option.
AutoOutCallsNow Number of agents currently talking on AutoOut DBINT NULL

(predictive) calls for the service.
AutoOutCallsOnHoldHalf Number of ended AutoOut (predictive) calls that DBINT NULL

agents in the service have placed on hold at least
once during the current half-hour interval. The value
time associated with the call (if any) has completed.
AutoOutCallsOnHoldTimeHalf Number of seconds that AutoOut (predictive) calls DBINT NULL

were placed on hold by agents in the skill group
during the current half-hour interval. This data
element is based on HoldTime. The value is updated
in the database when the after-call work associated
445
All Tables
Service_Real_Time

NULL
Option
AutoOutCallsOnHoldTimeTo5 Total handle time, in seconds, for AutoOut DBINT NULL
(predictive) calls handled by agents for this service
that ended in the rolling five-minute window. Handle
time includes WorkTime, TalkTime, and HoldTime.
has completed.
AutoOutCallsOnHoldTimeToday Number of seconds AutoOut (predictive) calls were DBINT NULL

placed on hold by agents for this service since
midnight. This data element is based on HoldTime.
after-call work associated with the call (if any) has
completed.
AutoOutCallsOnHoldTo5 Total number of AutoOut (predictive) calls made DBINT NULL

for this service that ended in the rolling five-minute
window. The value is updated in the database when
any) has completed.
AutoOutCallsOnHoldToday Number of ended AutoOut (predictive) calls that DBINT NULL

agents for this service have placed on hold at least
since midnight. The value is updated in the database
call (if any) has completed.
AutoOutCallsTalkTimeHalf Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
current half-hour interval. This value includes the
time spent from the call being initiated to the time
the agent begins after-call work for the call. It is
based on TalkTime. It therefore includes the
HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database
call (if any) has completed..
446
All Tables
Service_Real_Time

NULL
Option
AutoOutCallsTalkTimeTo5 Total talk time, in seconds, for complete DBINT NULL
Unsupported for Outbound Option. AutoOut
(predictive) calls handled by the service during the
rolling five-minute interval. This value includes the
AutoOutCallsTalkTimeToday Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
calls handled by agents for this service that ended
since midnight. This value includes the time spent
TalkTime from Termination_Call_Detail. It therefore
includes the HoldTime associated with the call.
AutoOutCallsTimeHalf Total handle time, in seconds, for AutoOut DBINT NULL

(predictive) calls handled by the service that ended
during the current half-hour interval. Handle time
includes WorkTime, TalkTime, and HoldTime. The
AutoOutCallsTimeTo5 Total handle time, in seconds, for AutoOut DBINT NULL

(predictive) calls handled by this service that ended
during the rolling five-minute window. Handle time
447
All Tables
Service_Real_Time

NULL
Option
AutoOutCallsTimeToday Total handle time, in seconds, for AutoOut DBINT NULL
(predictive) calls handled by agents for this service
that ended since midnight. Handle time includes
WorkTime, TalkTime, and HoldTime, all of which
are taken from the Termination_Call_Detail records.
The AutoOutCallsTime value includes the time spent
AutoOutCallsTo5 Number of AutoOut (predictive) calls made by DBINT NULL

agents for the service that ended during the rolling
five-minute interval. The value is updated in the
AutoOutCallsToday Total number of AutoOut (predictive) calls made DBINT NULL

for this service that ended since midnight. The value
AvgDelayQAbandTo5 Average delay time of abandoned calls in queue DBINT NULL

during the rolling five-minute interval. This value
is calculated as follows:
DelayQAbandTimeTo5 / CallsAbandQTo5.
AvgDelayQNow Average delay for calls currently in queue for the DBINT NULL
service.
448
All Tables
Service_Real_Time

NULL
Option
AvgHandleTimeTo5 Average handle time in seconds for calls to the DBINT NULL
service during the rolling five-minute interval. The
value is calculated as follows:
HandleTimeTo5 / CallsHandledTo5
HandleTime is tracked only for inbound ACD calls
that are counted as handled for the service.
HandleTime is the time spent from the call being
answered by the agent to the time the agent
time associated with the call has completed.
AvgSpeedAnswerTo5 Average answer wait time for all calls offered to the DBINT NULL
service during the rolling five-minute interval:
AnswerWaitTimeTo5 / CallsAnsweredTo5.
AvgTalkTimeTo5 Average talk time in seconds for calls to the service DBINT NULL
ending during the rolling five-minute interval. The
value is calculated as follows:
TalkTimeTo5 / CallsHandledTo5
Talk time includes the time that calls were in a
talking or hold state. It is populated with the
TalkTime and HoldTime associated with call to the
service or route. The field is updated in the database
when all after-call work associated with the calls is
completed.
CallsAbandQHalf Number of calls to the service abandoned while in DBINT NULL

queue or ringing during the current half-hour
interval.
CallsAbandQTo5 Number of calls to the service abandoned while in DBINT NULL

queue or ringing during the rolling five-minute
interval.
CallsAbandQToday Number of calls to the service abandoned while in DBINT NULL

queue or ringing since midnight.
CallsAnsweredHalf Number of calls to the service answered by agents DBINT NULL

CallsAnsweredTo5 Number of calls to the service answered by agents DBINT NULL

449
All Tables
Service_Real_Time

NULL
Option
CallsAnsweredToday Number of calls answered by service agents since DBINT NULL
midnight.
CallsHandledHalf Number of calls handled for this service during the DBINT NULL
A handled call is:
• A call associated with Outbound Option that
the agent answered, and then completed.
on then completed.
associated with the call/task finishes the
wrap-up work associated with the call/task.
CallsHandledTo5 Number of calls to the service handled during the DBINT NULL
CallsHandledToday Number of calls handled for this service since DBINT NULL
midnight.
CallsIncomingHalf Number of incoming calls for this service during the DBINT NULL
current half-hour interval. Incoming calls include
only Inbound ACD calls arriving on trunks (that is,
calls that are not internally generated).
CallsIncomingTo5 Number of incoming calls to the service during the DBINT NULL
rolling five-minute interval. Incoming calls include
only Inbound ACD calls arriving on trunks (that is,
calls that are not internally generated).
CallsIncomingToday Number of incoming calls for this service since DBINT NULL
CallsInNow Number of incoming calls for the service currently DBINT NULL
in progress.
CallsInProgress Number of inbound and outbound calls currently DBINT NULL

that had previously been offered (for example, calls
being played an announcement, queued calls, or
connected calls) and are currently being handled for
the service.
450
All Tables
Service_Real_Time

NULL
Option
CallsLeftQTo5 Number of calls to the service that were removed DBINT NULL
from queue during the rolling five-minute interval
(used to calculate expected delay).
CallsOfferedHalf Number of incoming calls plus internal calls offered DBINT NULL
to this service during the current half-hour interval.
CallsOfferedTo5 Number of calls offered to the service during the DBINT NULL
to this service since midnight.
CallsOutHalf Number of outbound calls made by agents for the DBINT NULL
service during the current half-hour interval.
CallsOutNow Number of outbound calls by agents for the service DBINT NULL
that are currently in progress.
CallsOutTo5 Number of outbound calls made by agents for the DBINT NULL
service during the rolling five-minute interval.
CallsOutToday Number of outbound calls made by agents for the DBINT NULL
CallsQNow Number of calls in queue for the service now at the DBINT NULL
peripheral.
CallsQNowTime Total time of all calls to the service currently in DBINT NULL
queue.
CallsRoutedHalf Number of calls routed to this service by the system DBINT NULL
software for the current half-hour interval.
CallsRoutedToday Number of calls routed to this service by the system DBINT NULL
software since midnight.
CallsTerminatedOtherHalf Number of calls offered to the service but not DBINT NULL
otherwise accounted for during the current half-hour
interval. These are calls that do not fit into the
criteria for handled, abandoned, or transferred calls.
They were terminated for other reasons, which may
include drop/no answer, forced busy, or timed out.
451
All Tables
Service_Real_Time

NULL
Option
CallsTerminatedOtherTo5 Number of calls offered to the service but not DBINT NULL
otherwise accounted for during the rolling
five-minute interval. These are calls that do not fit
into the criteria for handled, abandoned, or
transferred calls. They were terminated for other
reasons, which may include drop/no answer, forced
busy, or timed out.
CallsTerminatedOtherToday Number of offered to the service but not otherwise DBINT NULL
accounted for since midnight. These are calls that
do not fit into the criteria for handled, abandoned,
or transferred calls. They were terminated for other
reasons, which may include drop/no answer, forced
busy, or timed out.
last updated. NULL
DelayQAbandTimeTo5 Sum of delay time of all calls to the service DBINT NULL
abandoned in queue during the rolling five-minute
interval.
ExpectedDelay Predicted delay for any new call added to the service DBFLT4 NULL
queue. This is valid only if no agents are available.
HandleTimeHalf Total handle time in seconds for calls to the service DBINT NULL
HandleTimeTo5 Total handle time in seconds for calls to the service DBINT NULL
HandleTimeToday Total handle time in seconds for calls to the service DBINT NULL
since midnight.
HoldTimeHalf The total hold time in seconds for calls to the service DBINT NULL
that ended during the current half-hour interval.
HoldTimeTo5 The total hold time in seconds for calls to the service DBINT NULL
that ended during the rolling five-minute interval.
HoldTimeToday The total hold time in seconds for calls to the service DBINT NULL
that ended since midnight.
LongestAvailAgent Time that the longest available agent for the service DBDATETIME NULL
became available.
LongestCallQ Time that the longest call in the queue for the service DBDATETIME NULL
was put there.
452
All Tables
Service_Real_Time

NULL
Option
OverflowInHalf Number of calls the peripheral overflowed into this DBINT NULL
service during the current half-hour interval.
OverflowInMode The service accepts overflow in calls if the delay for DBTINYINT NULL
the longest delayed call is less then this value. If 0,
the service always accepts overflow in calls; if 127,
the service never accepts overflow in calls.
OverflowInNow Number of calls overflowed into this service that DBINT NULL
are currently queued or in progress.
OverflowInTo5 Number of calls the peripheral overflowed into this DBINT NULL
service during the rolling five-minute interval.
OverflowInToday Number of calls overflowed into this service since DBINT NULL
midnight.
OverflowOutHalf Number of calls overflowed out of this service DBINT NULL

OverflowOutMode The service attempts to overflow out calls if the DBTINYINT NULL
delay for the longest delayed call is greater than this
value. If 0, the service attempts to overflow out all
calls; if 127, the service never attempts to overflow
out calls.
OverflowOutNow The number of tasks that have overflowed out of DBINT NULL
this service to some other service (call it service X)
and have not overflowed out of service X.
OverflowOutTo5 Number of calls overflowed out of this service DBINT NULL

OverflowOutToday Number of calls overflowed out of this service since DBINT NULL
midnight.
PeriphServiceLevelCallsHalf Number of calls to the service handled within the DBINT NULL
peripheral service level during the current half-hour
interval.
PeriphServiceLevelCallsToday Number of calls to this service handled within the DBINT NULL
PeriphServiceLevelHalf Service level for the service calculated by the DBFLT4 NULL
peripheral during the current half-hour interval.
PeriphServiceLevelOfferHalf Number of offered calls used to calculate the DBINT NULL

peripheral service level for the current half-hour
interval.
453
All Tables
Service_Real_Time

NULL
Option
PeriphServiceLevelOfferToday Number of offered calls used to calculate the DBINT NULL
PeriphServiceLevelTo5 Service level for the service calculated by the DBFLT4 NULL
peripheral during the rolling five-minute interval.
PeriphServiceLevelToday Service level for the service calculated by the DBFLT4 NULL
peripheral since midnight.
PreviewCallsHalf Number of outbound Preview calls made by agents DBINT NULL

for this service that ended during the current
half-hour interval. The value is updated in the
PreviewCallsNow Number of agents currently talking on outbound DBINT NULL

Preview calls for the service.
PreviewCallsOnHoldHalf In the current half-hour interval, the number of ended DBINT NULL
outbound Preview calls that agents for the service
have placed on hold at least once. The value is
PreviewCallsOnHoldTimeHalf Number of seconds outbound Preview calls were DBINT NULL

placed on hold by agents for this service during the
current half-hour interval. This data element is based
on HoldTime. The value is updated in the database
when the after-call work associated with the call (if
any) has completed.
PreviewCallsOnHoldTimeTo5 Number of seconds outbound Preview calls were DBINT NULL

placed on hold by agents for this service during the
rollingfive-minute interval. This data element is
based on HoldTime. The value is updated in the
database when the after-call work associated with
the call (if any) has completed.
454
All Tables
Service_Real_Time

NULL
Option
PreviewCallsOnHoldTimeToday Number of seconds outbound Preview calls were DBINT NULL
placed on hold by agents for this service since
midnight. This data element is based on HoldTime.
after-call work associated with the call (if any) has
completed.
PreviewCallsOnHoldTo5 Number of outbound Preview calls that agents for DBINT NULL
this service have placed on hold at least once during
the rolling five-minute interval. The value is updated
associated with the call (if any) has completed.
PreviewCallsOnHoldToday Number of Outbound Preview calls made by agents DBINT NULL

in the skill group that ended during the half-hour
interval. The value is updated in the database when
any) has completed.
PreviewCallsTalkTimeHalf Total talk time, in seconds, for outbound Preview DBINT NULL
current half-hour interval. This value includes the
PreviewCallsTalkTime is updated in the database
PreviewCallsTalkTimeTo5 Total talk time, in seconds, for outbound Preview DBINT NULL
rolling five-minute interval. This value includes the
PreviewCallsTalkTime is updated in the database
455
All Tables
Service_Real_Time

NULL
Option
PreviewCallsTalkTimeToday Total talk time, in seconds, for outbound Preview DBINT NULL
since midnight. This value includes the time spent
TalkTime. It therefore includes the HoldTime
associated with the call. PreviewCallsTalkTime is
time a DBINTssociated with the call (if any) has
completed.
PreviewCallsTimeHalf Total handle time, in seconds, for outbound Preview DBINT NULL
current half-hour DBINTerval. Handle time includes
PreviewCallsTime value includes the time spent
PreviewCallsTimeTo5 Total handle time, in seconds, for outbound Preview DBINT NULL
rolling five-minute DBINTerval. Handle time
includes WorkTime, TalkTime, and HoldTime, all
of which are taken from the Termination_Call_Detail
records. The PreviewCallsTime value includes the
the agent completes after-call work time for the call.
has completed.
PreviewCallsTimeToday Total handle time, in seconds, for outbound Preview DBINT NULL
since midnight. Handle time includes WorkTime,
TalkTime, and HoldTime. The PreviewCallsTime
initiated to the time the agent completes after-call
work time for the call. The value is updated in the
456
All Tables
Service_Real_Time

NULL
Option
PreviewCallsTo5 Number of outbound Preview calls made by agents DBINT NULL
for the service during the rolling five-minute interval.
has completed.
PreviewCallsToday Number of outbound Preview calls made by agents DBINT NULL

for this service since midnight. The value is updated
associated with the call (if any) has completed.
RedirectNoAnsCallsHalf Number of calls that rang at an agent's terminal and DBINT NULL
RedirectNoAnsCallsTo5 Number of calls that rang at an agent's terminal and DBINT NULL
RedirectNoAnsCallsToday Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service since
midnight.
ReserveCallsHalf Not currently used. DBINT NULL
ReserveCallsNow Not currently used. DBINT NULL
ReserveCallsOnHoldHalf Not currently used. DBINT NULL
ReserveCallsOnHoldTimeHalf Not currently used. DBINT NULL
ReserveCallsOnHoldTimeTo5 Not currently used. DBINT NULL
ReserveCallsOnHoldTimeToday Not currently used. DBINT NULL
ReserveCallsOnHoldTo5 Not currently used. DBINT NULL
ReserveCallsOnHoldToday Not currently used. DBINT NULL
ReserveCallsTalkTimeHalf Not currently used. DBINT NULL
ReserveCallsTalkTimeTo5 Not currently used. DBINT NULL
ReserveCallsTalkTimeToday Not currently used. DBINT NULL
ReserveCallsTimeHalf Not currently used. DBINT NULL
ReserveCallsTimeTo5 Not currently used. DBINT NULL
457
All Tables
Service_Real_Time

NULL
Option
ReserveCallsTimeToday Not currently used. DBINT NULL
ReserveCallsTo5 Not currently used. DBINT NULL
ReserveCallsToday Not currently used. DBINT NULL
ServiceLevelAbandHalf Number of calls to the service abandoned within the DBINT NULL
interval.
ServiceLevelAbandTo5 Number of calls to the service abandoned within the DBINT NULL
service level threshold during the rolling five-minute
interval.
ServiceLevelAbandToday Number of calls to the service abandoned within the DBINT NULL
ServiceLevelCallsHalf Number of calls to the service answered within the DBINT NULL
interval.
ServiceLevelCallsOfferedHalf Number of calls to the service for which a service DBINT NULL
level event occurred during the current half-hour
interval.
ServiceLevelCallsOfferedTo5 Number of calls to the service for which a service DBINT NULL
level event occurred during the rolling five-minute
interval.
ServiceLevelCallsOfferedToday Number of calls to the service for which a service DBINT NULL
level event occurred since midnight.
ServiceLevelCallsQHeld Number of calls to the service currently queued for DBINT NULL
longer than the service level threshold.
ServiceLevelCallsTo5 Number of calls to the service answered within the DBINT NULL
service level during the rolling five-minute interval.
ServiceLevelCallsToday Number of calls to the service that were answered DBINT NULL
ServiceLevelHalf Service level for the service during the current DBFLT4 NULL
half-hour interval.
458
All Tables
Service_Real_Time

NULL
Option
ServiceLevelTo5 Service level during the rolling five-minute interval. DBFLT4 NULL
They are:

environment only.
ServiceLevelToday Service level for the service since midnight. DBFLT4 NULL
ServiceModeIndicator The current mode of the service: DBINT NULL

• 1 = Day service
• 2 = Night service
• 3 = Closed with answer
• 4= Closed, no answer
• 5 = Transition
• 6= Open
• 13 = Pilot Status Other.
SkillTargetID Foreign key from Service table. DBINT PK, FK

NOT
NULL
TalkTimeHalf Total talk time in seconds for calls to the service DBINT NULL
459
All Tables
Shift

NULL
Option
TalkTimeTo5 Total talk time in seconds for calls to the service DBINT NULL
TalkTimeToday Total talk time in seconds for calls to the service DBINT NULL
TransferInCallsHalf Number of calls transferred into the service during DBINT NULL
TransferInCallsTo5 Number of calls transferred into the service during DBINT NULL
TransferInCallsToday Number of calls transferred into the service since DBINT NULL
midnight.
TransferOutCallsHalf Number of calls transferred out of the service during DBINT NULL
TransferOutCallsTo5 Number of calls transferred out of the service during DBINT NULL
TransferOutCallsToday Number of calls transferred out of the service since DBINT NULL
midnight.
Shift
Provides the name, start time, and end time of the current shift.
Table 374: Indexes for Shift Table
XPKShift nonclustered, unique, primary key ShiftName

located on PRIMARY
Table 375: Fields in Shift Table

NULL
Option
ShiftName Name of the Shift scheduled. VNAME32 PK NOT
NULL
StartTime Shift start time. SMALLDATETIME NOT
NULL
460
All Tables
Skill_Group

NULL
Option
StopTime Shift end time. SMALLDATETIME NOT
NULL
Skill_Group
Each row describes a skill group associated with a peripheral. A skill group is a collection of agents who have
common skills.
Note Clarification Regarding the DefaultEntry field: If you look at the Skill_Group table for a skill group that
you have created, the DefaultEntry field will have the value 0 (even if this skill group has sub-skill groups).
If a default skill group has been created (for example, a default skill group is automatically created when you
establish Peripheral Gateways for an Unified CCE system), and you look at the Skill_Group table for this
skill group, then--provided that this skill group has no sub-skill groups--the DefaultEntry field will have the
value 1. For additional information, see the description of the DefaultEntry field.
Use the Skill Group Explorer tool to add, update, and delete Skill_Group records.
Related Tables
• Dialer_Detail, on page 210 (via SkillTargetID)
• Dialer_Skill_Group_Half_Hour, on page 229 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
• Dialer_Skill_Group_Real_Time, on page 232 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
• Enterprise_Skill_Group_Member, on page 239 (via SkillTargetID)
• Media_Routing_Domain, on page 284 (via MRDomainID)
• Peripheral, on page 302 (via PeripheralID)
• Precision_Queue, on page 322 (via PrecisionQueueID)
• Schedule, on page 399 (via ScheduleID)
• Service_Array, on page 425 (via SkillTargetID)
• Service_Member, on page 443 (via SkillTargetID)
• Skill_Group_Five_Minute, on page 465 (via SkillTargetID)
• Skill_Group_Member, on page 496 (via SkillTargetID)
• Skill_Group_Real_Time, on page 497 (via SkillTargetID)
• Skill_Target, on page 513 (via SkillTargetID)
461
All Tables
Skill_Group
• Termination_Call_Detail, on page 518(SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Table 376: Indexes for Skill_Group Table
XAK1Skill_Group nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XAK2Skill_Group nonclustered, unique, unique key PeripheralID, PeripheralNumber, Priority

located on PRIMARY
XIE1Skill_Group nonclustered located on PRIMARY ScheduleID
XIE2Skill_Group nonclustered located on PRIMARY BaseSkillTargetID
XIE3Skill_Group nonclustered located on PRIMARY DateTimeStamp
XPKSkill_Group clustered, unique, primary key located SkillTargetID

on PRIMARY
Table 377: Fields in Skill_Group Table

NULL
Option
AvailableHoldoffDelay Number of seconds before an agent becomes DBSMALLINT NOT
available after a call terminates. If this value is NULL
0xFFFF, then the default value from the Peripheral
record is used.
BaseSkillTargetID If Priority is not 0, indicates the base group for the DBINT FK, IE-2
skill. If this record is for the base group, Priority is NULL
0 and this field is NULL.
BucketIntervalID The ID of bucket intervals from the Bucket_Interval DBINT YES

table used to generate the AnsInterval and
AbandInterval fields in this record. If NONE is
selected for the bucket interval, then
Default_Bucket_Intervals is used for calculation.

ConfigParam A string of parameters the system software sends to varchar(255) NULL

the peripheral to initialize the skill group.
added/updated.
462
All Tables
Skill_Group

NULL
Option
DefaultEntry Normal entries are 0 (zero). Any records with DBINT NOT
DefaultEntry value > (greater than) 0 will be NULL
considered a default skill group for configuration
purposes. Records having a DefaultEntry value of
1 are used by OPC as the default target skill group.
Where only a base default skill group is created, it
has a DefaultEntry value of 1. If sub-skill group
records are created, the primary sub-group has a
DefaultEntry value of 1, while the others have a
DefaultEntry value of 2.
Note An automatic DefaultEntry is created
with each possible combination of
Peripheral and MRDomain (PeripheralID
and MRDOmainID) in the system. These
entries are visible to configuration
applications but cannot be directly
modified.

NULL
• Y = Yes
• N = No
department.
Description Additional information about the group. DESCRIPTION NULL
EnterpriseName An enterprise name for the skill group. This name VNAME32 AK-1 NOT
must be unique among all skill groups in the NULL
enterprise.
Extension The extension number for the service (used by VTELNO10 NULL
Lucent DEFINITY ECS).
IPTA Indicates whether or not this is an 'Unified ICM DBCHAR NOT

picks the agent (IPTA)' skill group: NULL
• Y = Yes, this is an IPTA skill group.
• N = No, this is not an IPTA skill group.
MRDomainID The Media Routing Domain with which this skill DBINT FK NOT
group is associated. The default value is 1. NULL
PeripheralID Foreign key from Peripheral table. DBSMALLINT AK-2, FK

NOT
NULL
463
All Tables
Skill_Group

NULL
Option
PeripheralName Skill group name as known by the peripheral. VNAME32 NOT
NULL
PeripheralNumber Skill group number as known by the peripheral. DBINT AK-2 NOT
NULL
PrecisionQueueID Foreign key to the Precision Queue table. DBINT FK, NULL
Priority The routing priority of this group for the skill: DBSMALLINT AK-2 NOT
NULL
• 1 = primary
• 2 = secondary
• 3= tertiary; etc.
Note The value 0 indicates a base skill
group.
skill group. NULL
service level. NULL
If this field is negative, the value of the
ServiceLevelThreshold field in the
Service_Level_Threshold table (for this
Peripheral/MRD pair) is used.
The default value is -1 which means SL computation
is disabled for this SG.
ServiceLevelType Indicates how the system software calculates the DBSMALLINT NOT
service level for the skillgroup. NULL
If this field is 0, Unified ICM uses the default
specified for the associated Peripheral/MRD pair in
the Service_Level_Threshold table.
Possible values:
• 0 = Use Default
• 1 = Ignore Abandoned Calls
• 2 = Abandoned Call Has Negative Impact:
• 3 = Abandoned Call Has Positive Impact:
SkillTargetID An identifier that is unique among all skill targets DBINT PK, FK,
NULL
464
All Tables
Skill_Group_Five_Minute

NULL
Option
SubGroupMaskType Indicates whether to use the SubSkillGroupMask DBSMALLINT NOT
field for the skill group or to use the peripheral NULL
default:
• 0 = Use peripheral default.
• 1 = Override the peripheral default.
SubSkillGroupMask A series of characters (Y and N) indicating which varchar(64) NULL

sub-skill groups to create for the skill group. Ignored
if SubGroupMaskType is 0.
UserDeletable Indicates if the record can be deleted by a user. DBCHAR NOT

Default is Y. NULL
Contains statistics about each skill group during the five-minute interval.
The Unified ICM generates Skill_Group_Five_Minute records for each skill group.
Related table
Table 378: Indexes for Skill_Group_Five_Minute Table
XAK1Skill_Group_Five_Minute nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XPKSkill_Group_Five_Minute clustered, unique, primary key located DateTime, SkillTargetID, TimeZone

on PRIMARY
Table 379: Fields in Skill_Group_Five_Minute Table

NULL
Option
Avail Number of agents in group in the Available state at DBINT NULL
the end of the five-minute interval.
465
All Tables

NULL
Option
AvailTimeTo5 The total time, in seconds, that agents in the skill DBINT NULL
group were in the Available state for any skill group
during the five-minute interval. AvailTime is
included in the calculation of LoggedOnTime.
handled by the skill group during the five-minute
window. This value is calculated as follows:
HandledCallsTalkTimeTo5 / CallsHandledTo5
AvgHandledCallsTalkTime is calculated only for
handled calls, which are calls that are finished (that
is, any after-call work associated with the call has
been completed). This field is updated in the
database when any after-call work associated with
the call is completed.
AvgHandledCallsTimeTo5 Average talk time in seconds for calls counted as DBINT NULL
handled by the skill group during the five-minute
window. This value is calculated as follows:
HandledCallsTalkTimeTo5 / CallsHandledTo5
The AvgHandledCallsTime value is updated in the
database when any after-call work time associated
with the call is completed.
BusyOther Number of agents in the BusyOther state at the end DBINT NULL
BusyOtherTimeTo5 Number of seconds agents spent in the BusyOther DBINT NULL

state during the five-minute window.
BusyOtherTime is included in the calculation of
LoggedOnTime.
CallsAnsweredTo5 Number of calls answered by agents in the skill DBINT NULL

group during the five-minute window. The count
for CallsAnswered is updated at the time the call is
answered.
466
All Tables

NULL
Option
CallsHandledTo5 Calls that by been answered and have completed DBINT NULL
wrap-up by the skill group during the five-minute
window.
A handled call is:
on then completed.

LoggedOn Number of agents in the skill group logged on at the DBINT NULL
end of the five-minute interval.
LongestAvailAgent Time in seconds that the longest available agent for DBINT NULL
the skill group has been available.
NotReady Number of agents in the skill group in the Not Ready DBINT NULL
state at the end of the five-minute interval.
NotReadyTimeTo5 The total time in seconds that agents in the skill DBINT NULL
group were in the Not Ready state for any skill group
during the five-minute window. NotReadyTime is
PercentUtilizationTo5 Percentage of Ready time that agents in the skill DBFLT4 NULL
group spent talking or doing call work during the
five-minute window. This is the percentage of time
agents spend working on calls versus the time agents
were ready.
Ready Number of agents in the skill group in the Ready DBINT NULL
state at the end of the five-minute interval.

NULL
467
All Tables

NULL
Option
ReservedStateTimeTo5 Time agents in the skill group spent in the Reserved DBINT NULL
state during the five-minute window.
ReservedStateTime is included in the calculation of
LoggedOnTime.
SkillTargetID The SkillTargetID of the agent. Together with the DBINT PK, FK
SkillGroupSkillTargetID, identifies the skill group NOT
member. Foreign key from skill group table. NULL
TalkingIn Number of agents in the skill group talking on DBINT NULL

inbound calls at the end of the five-minute interval.
Inbound calls are ACD calls arriving on trunks (that
is, calls that are not internally generated).
TalkingOther Number of agents in the skill group talking on DBINT NULL

internal calls (neither inbound nor outbound) at the
end of the five-minute interval. Examples of "other
calls include agent-to-agent transfers and supervisor
calls.
TalkingOut Number of agents in the skill group talking on DBINT NULL

outbound calls at the end of the five-minute interval.
TalkTimeTo5 Number of seconds agents in the skill group were DBINT NULL
in the Talking state during the five-minute window.
This field is applicable for Unified ICM, Unified
CCE and Outbound Option.
TimeZone The Central Controller’s time zone for the date and DBINT PK, NOT
to the west of UTC.
Unused1 This field is not used. DBINT NULL
WorkNotReady Number of agents in the skill group in the Work Not DBINT NULL
Ready state at the end of the five-minute interval.
WorkNotReadyTimeTo5 Number of seconds agents in the skill group were DBINT NULL
in the Work Not Ready state during the five-minute
window. WorkNotReadyTime is included in the
WorkReady Number of agents in the skill group in the Work DBINT NULL
Ready state at the end of the five-minute interval.
468
All Tables
Skill_Group_Interval

NULL
Option
WorkReadyTimeTo5 Number of seconds agents in the skill group were DBINT NULL
in the Work Ready state during the five-minute
interval. WorkReadyTime is included in the
This section describes the Skill Group Interval table.
For any calls that are routed using a Precision Queue, only the RouterCallsOffered and RouterErrorCode
fields in the corresponding Skill_Group_Interval table are updated. No other fields are updated for these calls.
Note In the Skill_Group_Interval table, the Hold time is calculated based on the agent state.
Table 380: Indexes for Skill_Group_Interval Table
XPKSkill_Group_Interval PRIMARY KEY DateTime, SkillTargetID, Timezone
XAK1Skill_Group_Interval UNIQUE Recovery Key
XIE1Skill_Group_Interval Nonclustered DbDateTime
Table 381: Fields in Skill_Group_Interval Table

NULL
Option
AbandonHoldCallsOut The number of outbound calls that abandon while DBINT YES
on hold. This is reported by OPC.
469
All Tables

NULL
Option
AvgHandledCallsTalkTime Average talk time in seconds for inbound calls DBINT YES
associated with the skill group that were handled
during the reporting interval. This value is calculated
as follows: HandledCallsTalkTime / CallHandled.
handled calls, which are calls that are finished (that
is, any after-call work associated with the call has
been completed). This field is counted when any
after-call work associated with the call is completed,
Note In a Unified CCE Enterprise Gateway
deployment, a Unified ICM (parent)
connected with a Unified CCE with a
Unified CCE System PG (child) or Cisco
Unified Contact Center Express (child)
through Unified CCE Gateway PG,
network queuing data is not available in
the child or in the child agent or
supervisor desktops. The time spent in
the network queue is not included in the
reporting metrics in the child. A call
center manager, who would normally
only look at the Unified CCE child
reports, must also look at the parent
Unified ICM reports for network queuing
data.
470
All Tables

NULL
Option
AnswerWaitTime The sum of the answer wait times of all calls DBINT YES
associated to an agent in this skill group or precision
queue answered during the reporting interval.
AnswerWaitTime is updated at the time the call is
answered, and the database is updated at every
reporting interval.
In Unified ICM, AnswerWaitTime is calculated from
the following fields in the Termination_Call_Detail
table:
• DelayTime
• LocalQTime
• RingTime
In Unified CCE, AnswerWaitTime is calculated

from the following fields in the
• DelayTime
• RingTime
• NetworkSkillGroupQTime
AbandonRingCalls Total number of ACD calls to the skill group that DBINT YES
were abandoned while ringing at an agent's position.
The value is counted at the time the call disconnects,
AbandonRingTime Total ring time associated with ACD calls to the DBINT YES
skill group that were abandoned while alerting an
agent's position. RingTime occurs after any
DelayTime and LocalQTime. The value is counted
at the time the call disconnects, and the database is
AbandonHoldCalls The total number of ACD calls to the skill group DBINT YES
that abandoned while being held at an agents
position. The value is counted at the time the call
disconnects, and the database is updated every
reporting.
471
All Tables

NULL
Option
AgentOutCallsTalkTime Total talk time, in seconds, outbound ACD calls DBINT YES
handled by agents associated with this skill group
includes the time spent from the agent beginning the
call to when the agent begins after-call work for the
call. The value is counted when the after-call-work
Note This field does not include the hold time;
it is recorded in the
AgentOutCallsOnHoldTime field.
AgentOutCallsOnHold The total number of outbound ACD calls by an agent DBINT YES
associated with this skill group that ended during
the current reporting interval that were placed on
hold at least once during the life of the call. The
value is counted when the after-call work associated
AgentOutCallsOnHoldTime Total number of seconds outbound ACD calls were DBINT YES
placed on hold by agents associated with this skill
group. This value updated in the database when
after-call work associated with the call (if any) is
completed.
AgentTerminatedCalls Not currently used. DBINT YES
AvgHandledCallsTime Average handle time in seconds for inbound calls DBINT YES
associated with the skill group that were handled
during the reporting interval. This value is calculated
as follows: HandledCallsTime / CallsHandled. The
AvgHandledCallsTime value is counted when any
after-call work time associated with the call is
reporting.
AutoOutCalls The total number of AutoOut (predictive) calls made DBINT YES
by agents associated with this skill group that ended
472
All Tables

NULL
Option
AutoOutCallsTime The total handle time, in seconds, for AutoOut DBINT YES
(predictive) calls handled by agents associated with
this skill group that ended during the reporting
interval. Handle time includes WorkTime, TalkTime,
and HoldTime. The AutoOutCallsTime value
to when the agent completes after-call work time for
the call. The value is counted when the after-call
reporting.
AutoOutCallsTalkTime Total talk time, in seconds, for AutoOut (predictive) DBINT YES
calls handled by agents associated with this skill
initiated to when the agent begins after-call work
for the call. It includes the HoldTime associated with
the call. AutoOutCallsTalkTime is counted when
any) has completed, and the database is updated
every reporting.
AutoOutCallsOnHold The total number of ended AutoOut (predictive) DBINT YES

calls that agents associated with this skill group have
placed on hold at least once. The value is counted
AutoOutCallsOnHoldTime The total number of seconds that AutoOut DBINT YES

(predictive) calls were placed on hold by agents
associated with this skill group during the reporting
AgentOutCallsTime The total handle time, in seconds, for outbound ACD DBINT YES
calls handled by the skill group that ended during
the reporting interval. Handle time includes
AgentOutCallsTime value includes the time spent
from the agent beginning the call to when the agent
473
All Tables

NULL
Option
AgentOutCalls The total number of outbound ACD calls made by DBINT YES
agents in the skill group that ended during a
reporting interval. The value is counted when any
after-call work time associated with the call is
reporting.
AvailTime Total time in seconds agents associated with this DBINT YES
skill group were in the Not_Active state for this skill
group during the reporting interval. AvailTime is
BargeInCalls The number of calls associated with this skill group DBINT YES
barged in on either by the supervisor or by the agent.
This field is applicable for Unified CCE only.
BucketIntervalID The ID of Bucket Intervals from the Bucket_Interval DBINT NULL

table used to generate the following
RouterAnsInterval and RouterAbandInterval fields
in this record.
BusyOtherTime Number of seconds agents have spent in the DBINT YES

BusyOther state for this skill group during the
reporting interval. BusyOtherTime is included in the
CampaignID For skill groups assigned to campaigns only per the DBINT YES
Campaign Skill Group. As skill groups are often
reused for new campaigns, this provides a historical
trail for proper reporting. Filled in by the CallRouter.
CallbackMessages Number of callback messages processed by the skill DBINT YES

group during the reporting interval.
CallbackMessagesTime Number of seconds the skill group spent processing DBINT YES
callback messages during the reporting interval.
474
All Tables

NULL
Option
CallsHandled The number of inbound ACD calls answered and DBINT YES
wrap-up completed by agents associated with this
skill group during the reporting interval.
This field is applicable for Unified ICM and Unified
CCE. A handled call is:
1. An incoming ACD call that was answered by
2. A non-voice task that the agent started working
on then completed.
A handled call or task is completed when the agent

associated with the call or task finishes the wrap-up
work associated with the call or task.
CallsAnswered Number of routed calls answered by agents DBINT YES

associated with this skill group during the given
interval. CallsAnswered is incremented in the
interval where the call is answered, as opposed to
CallsHandled which is incremented in the interval
where the call ends.
Unified CCE System PG, this value does
VRU.
ConsultOutCalls The number of external consult calls the agents in DBINT NULL
this skill group completed during this interval.
ConsultOutCallsTime Time the agents in this skill group spent on consult DBINT NULL
external calls. It includes talk, hold, and wrap time.
Time is counted when the call ends. This time
ConsultativeCalls The number of consultative calls agents associated DBINT YES

with the skill group that ended in this reporting. The
count is counted when the after-call work time
associated with the consultative call (if any) is
reporting.
ConsultativeCallsTime The number of seconds agents associated with this DBINT YES
skill group spent handling a consultative call. The
associated with the consultative call (if any) is
reporting.
475
All Tables

NULL
Option
CallsOffered The number of calls received by this skill group for DBINT YES
the current reporting interval. In Unified CCE with
a Unified CCE System PG, a call is counted as
offered when it is sent to a skill group. In Unified
CCE without a Unified CCE System PG, a call is
counted as offered only when it is answered.
Note For consistent values, in Unified CCE
regardless of whether there is a Unified
CCE System PG, use RouterCallsOffered.
CallsQueued The number of calls queued to this skill group by DBINT YES
the ACD in the current reporting interval. In Unified
CCE with a Unified CCE System PG, this field is
applicable and is updated when a call is queued to
the skill group.
Note Not applicable for Unified CCE without
a Unified CCE System PG and is not
updated.
For consistent values, in Unified CCE regardless of
whether there is a Unified CCE System PG, use
RouterQueueCalls.
ConferencedInCalls The number of incoming calls skill group agents DBINT YES
were conferenced into. Incoming calls include ACD
and non-ACD calls. The value is counted when the
agent drops off the call or the call becomes a simple
reporting.
Note For blind conferences in Unified CCE
with a Unified CCE System PG, this field
is updated when an agent later answers
the call that was blind conferenced to a
VRU. For this call scenario, this field is
not updated in Unified CCE without a
Unified CCE System PG.
476
All Tables

NULL
Option
ConferencedInCallsTime The number of seconds agents associated with this DBINT YES
skill group were involved in incoming conference
calls. Conferenced in calls include both ACD and
non-ACD. The value is counted when the agent
reporting. For blind conferences in Unified CCE,
the value is counted when an agent blind conferences
the call to a VRU, and the database is updated every
reporting. For blind conferences in Unified CCE
with a Unified CCE System PG, the value is not
updated in the database until another agent later
answers the call that was blind conferenced to a
VRU.
Note For blind conferences in Unified CCE
with a Unified CCE System PG, this field
is updated when another agent later
answers the call that was blind
conferenced to a VRU. For this call
scenario, this field is not updated in
Unified CCE without a Unified CCE
System PG.
ConferencedOutCalls The number of conference calls that the skill group DBINT YES
agents initiated. The conferenced out calls include
ACD and non-ACD calls. The value is counted when
the agent drops off the call or the call becomes a
simple two-party call, and the database is updated
every reporting.
ConferencedOutCallsTime The number of seconds that agents spent on DBINT YES

conference calls that they initiated. This includes
time spent on both ACD and non-ACD conference
calls initiated by the agent. The value is counted
when the agent drops off the call or the call becomes
a simple two-party call, and the database is updated
every reporting.
DateTime The date and time at the start of the reporting DBSMALLDATE NOT
interval. NULL
DbDateTime The current date and time stamp when the records DBDATETIME YES
EmergencyAssists The number of emergency assist requests either by DBINT YES

the agent or by the supervisor. This field is
applicable for Unified CCE only.
477
All Tables

NULL
Option
HoldTime Number of seconds where all calls to an agent are DBINT YES
on hold during the reporting interval. HoldTime is
counted only while the agent is doing no other
call-related activity. HoldTime is included in the
HandledCallsTalkTime The number of seconds that agents spent in DBINT YES

TalkTime for calls associated with this skill group
that ended in this reporting interval. This field is
applicable for both Unified ICM, Unified CCE and
Outbound Option.
HandledCallsTime This field only applies to configured skill groups. DBINT YES
The number of seconds an agent spent answering
the call (including the time the call was on hold) to
the time the agent completed the after-call work
associated with the call.
HoldTime +

IncomingCallsOnHoldTime Total number of seconds that inbound ACD calls DBINT YES
that agents associated with the skill group placed on
hold that ended during the reporting interval. The
IncomingCallsOnHold The total number of inbound ACD calls that agents DBINT YES
associated with the skill group placed on hold at
least once during the reporting interval. The value
InternalCallsOnHoldTime The total number of seconds internal calls agents DBINT YES
associated with the skill group ended in this
reporting ever put on hold. The value is counted
every reporting.
478
All Tables

NULL
Option
InternalCallsOnHold The total number of internal calls that agents DBINT YES
associated with the skill group ended in this
reporting that were ever placed on hold. The value
InternalCallsRcvdTime Number of seconds spent on internal calls received DBINT YES

by the agent during the reporting interval. The value
is incremented when the after-call-work time
associated with the call has completed.
InternalCallsRcvd Number of internal calls associated with this skill DBINT YES
group that agents received and that ended during
this reporting interval. The value is counted when
any) is completed, and the database is updated every
reporting.
InternalCalls Number of internal calls agents associated with this DBINT YES
skill group ended during the reporting interval. The
InternalCallsTime Number of seconds spent on internal calls initiated DBINT YES

by the agent during the reporting interval. The value
is incremented when the after-call-work time
associated with the call has completed.
InterruptedTime The number of seconds during which all calls to the DBINT YES
agent are in interrupted state during the reporting
interval.
InterceptCalls The number of calls intercepted either by the DBINT YES

supervisor or by the agent. This field is applicable
for Unified CCE only.
479
All Tables

NULL
Option
LoggedOnTime Total time, in seconds, agents associated with this DBINT YES
skill group were logged on during the reporting
interval. This field is applicable for both Unified
ICM, Unified CCE and Outbound Option.
This value is based on the sum of the following:
1. HoldTime
2. TalkInTime
3. TalkOutTime
4. TalkOtherTime
5. NotReadyTime
6. WorkReadyTime
7. WorkNotReadyTime
8. BusyOtherTime
9. ReservedStateTime
10. TalkAutoOutTime
11. TalkPreviewTime
12. TalkReservedTime
13. InterruptedTime
MonitorCalls The number of calls monitored either by the DBINT YES

supervisor or by the agent. This field is applicable
for Unified CCE only.
NetConsultativeCalls The number of Network consultative calls completed DBINT YES

by agents in the skill group with at least one call on
hold. The count is counted when the after-call work
time associated with the consultative call (if any) is
reporting.
NetConsultativeCallsTime The number of seconds agents in the skill group DBINT YES
spent handling a Network consultative call with at
least one call on hold. The value is counted when
the after-call work time associated with the
consultative call (if any) is completed, and the
480
All Tables

NULL
Option
NetConferencedOutCalls The number of Network conference calls that the DBINT YES
skill group agents initiated. The conferenced out
calls only include Network conference calls. The
value is counted when the agent drops off the call
or the call becomes a simple two-party call, and the
NetConfOutCallsTime The number of seconds that agents spent on Network DBINT YES
conference calls that they initiated. This only
includes time spent on Network conference calls
initiated by the agent. This database element uses
ConferenceTime from the Termination_Call_Detail
table. The value is counted when the agent drops off
the call or the call becomes a simple two-party call,
NetTransferOutCalls Number of calls that were network (Blind and DBINT YES
Consultative) transferred out of the skill group
every reporting.
NotReadyTime Total seconds agents were in the Not Ready state DBINT YES
for this skill group during the reporting interval.
NotReadyTime is included in the calculation of
LoggedOnTime.
PercentUtilization Percentage of Ready time that agents associated with DBFLT4 YES
this skill group spent talking or doing call work
during the reporting interval. This is the percentage
of time these agents spent working on calls versus
the time agents were ready.
PrecisionQueueID Foreign Key from Precision_Queue table. DBINT NULL
PreviewCalls Total number of outbound Preview calls made by DBINT YES

agents associated with this skill group that ended
481
All Tables

NULL
Option
PreviewCallsTime Total handle time, in seconds, for outbound Preview DBINT YES
HoldTime. The PreviewCallsTime value includes
the time spent from the call being initiated to when
PreviewCallsTalkTime Total talk time, in seconds, for outbound Preview DBINT YES
initiated to when the agent begins after-call work
for the call. It therefore includes the HoldTime
associated with the call. PreviewCallsTalkTime is
with the call (if any) has completed. This field is
applicable for both Unified ICM and Unified CCE,
PreviewCallsOnHold The total number of ended outbound Preview calls DBINT YES
that agents associated with this skill group have
placed on hold at least once during the reporting
reporting.
PreviewCallsOnHoldTime The total number of seconds outbound Preview calls DBINT YES
were placed on hold by agents associated with this
skill group during the reporting interval. The value
is counted when the after-call work associated with
the call (if any) has completed, and the database is
ReserveCalls For Outbound Option, the number of reservation DBINT YES

calls received by agents in this skill group during
ReserveCallsTime For Outbound Option, the time during the reporting DBINT YES
interval that outbound agents in this skill group spent
on reservation calls waiting for delivery of a
Campaign customer call. This includes preview time
for Preview, Direct Preview, and Personal Callback
calls.
482
All Tables

NULL
Option
ReserveCallsTalkTime For Outbound Option, the talk time for agents in this DBINT YES
skill group on reservation calls during the reporting
interval. This is calculated using Call State.
ReserveCallsOnHold For Outbound Option, the number of reservation DBINT YES

calls for agents in this skill group placed on hold
ReserveCallsOnHoldTime For Outbound Option, the time that reservation calls DBINT YES
for agents in this skill group are on hold during the
reporting interval.
RecoveryKey A unique ID assigned to each record and used DBFLT8 NOT

RedirectNoAnsCalls The number of ACD calls to the skill group that rang DBINT YES
at an agent's terminal and redirected on failure to
answer. The value is counted at the time the call is
diverted to another device, and the database is
RedirectNoAnsCallsTime The number of seconds ACD calls to the skill group DBINT YES
rang at an agent's terminal before being redirected
on failure to answer on failure to answer. The value
is counted at the time the call is diverted to another
device, and the database is updated every reporting.
483
All Tables

NULL
Option
RouterAbandInterval1 Number of calls abandoned within interval 1. For DBINT NULL
Skill Group Interval, RouterAbandInterval is
calculated from when the call is queued to a skill
group or a precision queue, to when the call is
abandoned.
This column is applicable to both third-party ACDs
and Unified CCE with the following exception: the
column is not incremented if the call abandons after
it is routed to a standard ACD, unless the call was
translation routed.
In a Unified CCE Enterprise Gateway deployment,
a Unified ICM (parent) connected with a Unified
CCE and with a Unified CCE System PG (child) or
Cisco Unified Contact Center Express (child)
through Unified CCE Gateway PG, network queuing
data is not available in the child or in the child agent
or supervisor desktops. The time spent in the
network queue is not included in the reporting
metrics in the child. A call center manager, who
would normally only look at the Unified CCE child
reports, must also look at the parent Unified ICM
reports for network queuing data.
RouterAbandInterval2 Number of calls abandoned within interval 2. See DBINT NULL

RouterAbandInterval1.







484
All Tables

NULL
Option
RouterAnsInterval1 Number of calls answered within interval 1. For Skill DBINT NULL
Group Interval, RouterAnsInterval is calculated from
when the call is queued to a skill group or a precision
queue, to when the call is answered.
This column is applicable to both third-party ACDs
and CC Enterprise with the following exception: the
column is not incremented if an agent on a
third-party ACD answers the call, unless the call
was translation routed.
In a Unified CCE Enterprise Gateway deployment,a
Unified ICM (parent) connected with a Unified CCE
with a Unified CCE System PG (child) or Cisco
Unified Contact Center Express (child) through
Unified CCE Gateway PG, network queuing data is
not available in the child or in the child agent or
supervisor desktops. The time spent in the network
queue is not included in the reporting metrics in the
child. A call center manager, who would normally
only look at the Unified CCE child reports, must
also look at the parent Unified ICM reports for
network queuing data.
With the existence of a network VRU, for Unified
CCE and for Unified ICM systems in which calls
are translation-routed, the measurement of Service
Level begins when the call arrives at the routing
script, or when its call type is changed. This means
that if self-service is performed on a call before the
call is queued to an agent, the routing script must
change the call type of the call when self-service is
completed. Otherwise, the time spent in self-service
negatively impacts the Service Level.
RouterAnsInterval2 Number of calls answered within interval 2. See DBINT NULL

RouterAnsInterval1.

RouterAnsInterval1.

RouterAnsInterval1.

RouterAnsInterval1.
485
All Tables

NULL
Option
RouterAnsInterval1.

RouterAnsInterval1.

RouterAnsInterval1.

RouterAnsInterval1.
RouterAnsInterval1.
RouterCallsAbandQ Number of calls queued to the group by the DBINT YES

CallRouter that were abandoned during the half-hour
interval. The CallRouter sets this field.
RouterDelayQAbandTime The summation of time spent waiting in queue with DBINT

this skill group by callers that abandon before being
routed to an agent.
The CallRouter sets this field.
RouterMaxCallsQueued The maximum number of calls queued for this skill DBINT NULL
group during this interval. Calls queued against
multiple skill groups are included in the count for
each skill group it was queued to.
RouterMaxCallWaitTime The longest a call had to wait before being answered, DBINT NULL
abandoned, or otherwise ended. This includes time
in the network queue, local queue, and ringing at the
agent if applicable.
RouterQueueCalls Number of calls queued to the group by the DBINT YES

CallRouter during the reporting interval. The
CallRouter sets this field.

NULL
- 47). Two 15 minute interval records will have a
unique half hour boundary value.
486
All Tables

NULL
Option
ReportingInterval This value indicates the period, in minutes, over DBINT NULL
(default) or 15.
ReservedStateTime How long an agent is in Reserved state. This is DBINT YES

RouterCallsOffered The number of calls routed or queued for the Skill DBINT YES
Group in the reporting interval. The CallRouter sets
this field.
This fields does not include local ACD calls, not
routed by Unified ICM. Such calls are counted in
the CallsOffered field of Skill_Group tables.
Note: RouterCallsOffered =
RouterCallsAbandToAgent + CallsHandled +
RouterCallsDequeued + RedirectNoAnsCalls +
RouterError + ReserveCalls + RouterCallsAbandQ
+ RouterCallsAbandDequeued
This field is applicable to Unified CCE environments
and to Unified ICM environments where calls are
translation-routed to Skill Groups.
This value is incremented by:
1. CallType short calls, which are counted as
abandoned for Skill Groups. (There is no short
call count in the Skill_Group_Real_Time table.)
2. Calls that are cancelled bis Cancel Queue node
and re-queued to the same Skill Group.
3. Calls that are routed to a Skill Group, re-queried,
and re-queued to the same Skill Group.
Note For precision queue skill groups, this

value increments when a call is sent to a
peripheral.
487
All Tables

NULL
Option
RouterCallsAbandToAgent In the reporting interval, the number of calls DBINT YES
abandoned after they have been routed to the agent
desktop and before they have been answered (for
example, Abandon Ringing). This field is applicable
for Unified CCE systems and for systems where
calls are translation-routed to Skill Groups.
value counts the number of calls
abandoned after the calls are routed to an
agent desktop and before the calls are
answered.
RouterCallsDequeued The number of calls that were de-queued from this DBINT YES
skill group to be routed to another skill group in the
reporting interval. This field is also incremented
when a call is de-queued by a Cancel Queue node.
and to ICM environments where calls are
RouterError The number of calls that resulted in an error DBINT YES

condition in the reporting interval. This field is
applicable to Unified CCE environments and to
Unified ICM environments where calls are
value counts the number of calls resulting
in an error condition after the calls are
routed to an agent desktop.
488
All Tables

NULL
Option
RouterCallsAbandDequeued The number of calls that were abandoned and DBINT YES
de-queued from this skill group. When a call is
queued to multiple skill groups and abandoned, the
RouterCallsAbandQ field is incremented for one
skill group and RouterCallsAbandDequeued is
incremented for all the other skill groups. The group
that is charged with the abandon is the group to
which the call had been continuously queued to the
longest at the time of the abandon. Normally, this
would be the first group the script queued the call
to, unless a more complicated dequeue, queue, or
requeue scenario changes the order.
The term "continuously queued" means that if a call
is queued to a group, later dequeued, and still later
requeued, the earlier time in queue is not used in
determining which group the abandon is charged
against.
and to Unified ICM environments where calls are
SkillTargetID The SkillTargetID of the skill group. Together with DBINT NOT
the SkillGroupSkillTargetID, identifies the skill NULL
group member.
SupervAssistCalls Number of calls for which agents received supervisor DBINT YES
assistance during the reporting interval. The value
is counted when the supervisor-assisted call
completes, and the database is updated every
reporting. This field is applicable for Unified CCE.
SupervAssistCallsTime Number of seconds agents associated with this skill DBINT YES
group spent on supervisor-assisted calls during the
reporting interval. The value is counted when the
supervisor-assisted call completes, and the database
is updated every reporting. This field is applicable
for Unified CCE.
489
All Tables

NULL
Option
ShortCalls The number of calls answered by agents associated DBINT YES
with this skill group where the duration of the calls
falls short of the AnsweredShortCalls threshold. You
might choose to factor these calls out of handle time
statistics. Inbound ACD short calls are counted as
Handled. AGENT_INSIDE short calls are counted
as InternalCallsRcvd.
ServiceLevel Service Level for the skill group during the reporting DBFLT4 YES
interval. This value is computed based on the
ServiceLevelCalls, ServiceLevelCallsoffered,
ServiceLevelCallsAband, and CallsDequeued.
They are:
RouterCallsDequeued -
RouterCallsAbandDequeue).

environment only.
490
All Tables

NULL
Option
ServiceLevelCalls The total number of calls of this skill group answered DBINT YES
within the service level threshold during the
reporting interval. For Skill Group Interval,
ServiceLevelCalls is calculated from when the call
is queued to a skill group or a precision queue, to
when the call is answered.
Calls may abandon while in the Skill Group queue,
or they may abandon after they have been routed to
a Skill Group. Calls that abandon after they are
routed to a Skill Group are identified by TCD
records with abandoned call disposition. If the call
is queued and abandons before it is routed to any
Skill Groups (within the ServiceLevel threshold),
the Router increments this value for ALL the Skill
Groups this call was queued for. If the call abandons
after it was routed to a Skill Group, that Skill Group
will have ServiceLevelCallsAband incremented.
Other Skill Groups have ServiceLevelCallsDequeued
incremented. Dequeuing the call by a Cancel Node
has no impact on ServiceLevelCallsAband. This
field is relevant to the Unified CCE environment
only.
With the existence of a network VRU, this value
ServiceLevelCallsAband The total number of calls of this skill group DBINT YES
abandoned within the service level threshold during
the reporting interval. For Skill Group Interval,
ServiceLevelCallsAband is calculated from when
the call is queued to a skill group or a precision
queue, to when the call is abandoned.
a Skill Group. Calls that abandon after they are
routed to a Skill Group are identified by TCD
records with abandoned call disposition flag. If the
call is queued and abandons before it is routed to
any Skill Groups (within the ServiceLevel
threshold), the Router increments this value for ALL
the Skill Groups this call was queued for. If the call
abandons after it was routed to a Skill Group, that
Skill Group will have ServiceLevelCallsAband
incremented. This field is relevant to the Unified
CCE environment only.
491
All Tables

NULL
Option
ServiceLevelCallsDequeue The number of queued calls de-queued from a skill DBINT YES
group within the skill ServiceLevel threshold in the
reporting interval. Calls may be de-queued by a
Cancel Queue node or de-queued from this Skill
Group to be routed to a different Skill Group.
environment only.
queue.
ServiceLevelError The calls that ended in Error state within the skill DBINT YES
group Service Level threshold during the reporting
interval.
environment only.
queue.
ServiceLevelRONA The calls that redirected on no answer within the DBINT YES
Service Level threshold during the reporting interval.
These calls are part of the ServiceLevelCallsOffered.
Note: This field is relevant to the Unified CCE
environment only.
Note: With the existence of a network VRU, this
value includes time in the network queue.
492
All Tables

NULL
Option
ServiceLevelCallsOffered The number of calls routed to a skill group or queued DBINT YES
for a skill group in the reporting interval.
Includes the following categories of calls:
1. Calls that are answered within the ServiceLevel
threshold.
2. Calls that are abandoned within the ServiceLevel
threshold.
3. Calls that are redirected within the ServiceLevel
threshold. (This is consistent with Call Type
ServiceLevel).
4. Calls that are not complete after the
queued longer than the Service Level threshold).
Note ServicelevelCallsOffered field, calls
that encountered an error are counted,
irrespective of how the calls ended
(within or beyond the threshold). You
can use the RouterError field to
exclude all the erroneous calls and
ServiceLevelError field to exclude
erroneous calls before threshold.

environment only.
queue.
TimeZone The Central Controller’s time zone for the date and DBINT NOT
to the west of UTC.
TalkInTime Number of seconds agents associated with this skill DBINT YES
group spent talking on inbound ACD calls (neither
internal nor outbound) during the reporting interval.
TalkInTime is included in the calculation of
493
All Tables

NULL
Option
TalkOutTime Number of seconds agents associated with this skill DBINT YES
group spent talking on external outbound or
consultative transfer calls during the reporting
interval. TalkOutTime is included in the calculation
TalkOtherTime Number of seconds agents spent talking on other DBINT YES

calls (neither inbound nor outbound) during the
reporting interval. Examples of other calls include
agent-to-agent transfers and supervisor calls.
TransferInCalls Number of calls transferred into the skill group DBINT YES
every reporting. In Unified CCE with a Unified CCE
System PG, a call is counted as offered when it is
sent to a skill group. In Unified CCE, a call is
counted as offered only when it is answered. This
field is applicable for both Unified ICM and Unified
CCE.
Note For blind transfers in Unified CCE with
a Unified CCE System PG, this field
updates when the call that is blind
transferred to a VRU is subsequently
transferred to another agent and the agent
answers the call. For this call scenario,
this field is not updated in Unified CCE
without a Unified CCE System PG.
Note: "Calls" may include voice calls and non-voice

tasks from ECE or third-party multichannel
494
All Tables

NULL
Option
TalkTime Total seconds agents associated with this skill group DBINT YES
were in the Talking state during the reporting
interval.
This value is based on the following:
1. TalkInTime
2. TalkOutTime
3. TalkOtherTime
4. TalkAutoOutTime
5. TalkPreviewTime
6. TalkReservedTime
TransferInCallsTime Number of seconds agents associated with this skill DBINT YES
group spent handling transferred in calls that ended
during this reporting interval. The value is counted
every reporting.
Note: For blind transfers in Unified CCE with a
Unified CCE System PG, this field is updated when
the call that was blind transferred to an IVR is later
transferred to another agent and the agent answers
the call. For this call scenario, this field is not
updated in Unified CCE without a Unified CCE
System PG.
TransferOutCalls Number of calls transferred out of the skill group DBINT YES
every reporting.
TalkAutoOutTime Number of seconds the agent spent talking on DBINT YES

AutoOut (predictive) calls during the reporting
interval. TalkAutoOutTime is included in the
495
All Tables
Skill_Group_Member

NULL
Option
TalkPreviewTime Number of seconds the agent spent talking on DBINT YES
outbound Preview calls during the reporting interval.
TalkAutoOutTime is included in the calculation of
LoggedOnTime.
TalkReserveTime Number of seconds the agent spent talking on agent DBINT YES
reservation calls during the reporting interval.
TalkReserveTime is included in the calculation of
LoggedOnTime.
WorkNotReadyTime Total time in seconds agents associated with this DBINT YES
skill group were in the WORK_NOT_READY state
during the reporting interval. WorkNotReadyTime
is included as in the calculation of LoggedOnTime.
WorkReadyTime Total seconds agents in the skill group were in the DBINT YES
WORK_READY state for tasks associated with this
skill group that ended during this reporting interval.
LoggedOnTime.
WhisperCalls The number of calls coached either by the supervisor DBINT YES
or by the agent. This field is applicable for Unified
CCE only.
Skill_Group_Member
Table
This table is one of the Skill Group Member Detail tables in the Skill Target category (see Skill Target, on
page 581). To see database rules for these tables, see Skill Target Tables, on page 638.
The Skill Group Member table maps agents to skill groups. Each skill group contains one or more member
agents. Each agent can be a member of one or more skill groups.
Use the Skill Group Route Explorer tool to add, update, and delete Skill_Group_Member records.
Related Tables
Agent, on page 16 (AgentSkillTargetID maps to Agent.SkillTargetID)
Skill_Group, on page 461 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
Table 382: Indexes for Skill_Group_Member Table
XIE1Skill_Group_Member nonclustered located on PRIMARY AgentSkillTargetID
496
All Tables
Skill_Group_Real_Time
XPKSkill_Group_Members clustered, unique, primary key located SkillGroupSkillTargetID, AgentSkillTargetID

on PRIMARY
Table 383: Fields in Skill_Group_Member Table

NULL
Option
AgentSkillTargetID The agent's SkillTargetID value. DBINT PK, FK,
IE-1 NOT
NULL
SkillGroupSkillTargetID The skill group's SkillTargetID value. DBINT PK, FK
NOT
NULL
Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with an Unified CCE with an
IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway PG, network
queuing data is not available in the child or in the child agent/supervisor desktop. The time spent in the network
queue is not included in the reporting metrics in the child. A call center manager who would normally only
look at the Unified CCE child reports will need to also look at the parent Unified ICM reports for network
queuing data.
Local database only. Contains real time information about each skill group.
The system software generates a Skill_Group_Real_Time record for each skill group.
Related Table
Table 384: Indexes for Skill_Group_Real_Time Table
XPKSkill_Group_Real_Time clustered, unique, primary key located SkillTargetID

on PRIMARY
497
All Tables
Table 385: Fields in Skill_Group_Real_Time Table

NULL
Option
AgentOutCallsTimeTo5 The total handle time, in seconds, for outbound ACD DBINT NULL
calls associated with this skill group that ended
during the rolling five-minute interval. Handle time
AgentOutCallsTime value includes the time spent
from the call being initiated by the agent to the time
is completed.
AgentOutCallsTo5 The total number of outbound ACD calls associated DBINT NULL
with this skill group that ended during the current
with the call (if any) is completed.
498
All Tables

NULL
Option
AnswerWaitTimeTo5 It is the current (rolling) five-minute interval total DBINT NULL
of:
• In Unified ICM, the time in seconds from
when the call first arrives at the ACD to when
the agent answers the call.
AnswerWaitTime is calculated from the
following:
• DelayTime
• LocalQTime
• RingTime
• In Unified CCE, the number of seconds calls

spent between first queued being queued to the
skillgroup through Select (LAA) or Queue to
Skillgroup nodes to when they were answered
by an agent.
AnswerWaitTime is calculated from the
following:
• DelayTime
• LocalQTime
• RingTime
• NetworkQTime

Unified CCE System PG, this value will
VRU.
ApplicationAvailable The number of agents belonging to this skill group DBINT NULL
who are currently ApplicationAvailable with respect
to the MRD to which the skill group belongs.
An agent is Application available if the agent is Not
Routable and Available for the MRD. This means
that the agent can be routed a task by the Email and
Web Manager.
499
All Tables

NULL
Option
AutoOutCallsTalkTimeTo5 Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
calls handled by agents in the skill group that ended
during the current five-minute interval. This value
to the time the agent begins after-call work for the
call. It includes the HoldTime associated with the
call. AutoOutCallsTalkTime is updated in the
AutoOutCallsTimeTo5 Total handle time, in seconds, for AutoOut DBINT NULL

(predictive) calls handled by agents in the skill group
that ended during the current five-minute interval.
HoldTime. The AutoOutCallsTime value includes
the time spent from the call being initiated to the
time the agent completes after-call work time for
the call. The value is updated in the database when
any) has completed.
AutoOutCallsTo5 Total number of AutoOut (predictive) calls made by DBINT NULL

agents in the skill group that ended during the current
database when the after-call-work time associated
Avail Number of agents for the skill group in Not_Active DBINT NULL
state with respect to this skill group.
AvailTimeTo5 Total seconds agents in the skill group have been in DBINT NULL
the Not_Active state during the current five-minute
interval. AvailTime is included in the calculation of
LoggedOnTime.
handled by the skill group during the rolling
follows:
HandledCallsTalkTimeTo5 / CallHandledTo5
calls counted as handled. This field is updated in the
database when any after-call work associated with
the call is completed.
500
All Tables

NULL
Option
AvgHandledCallsTimeTo5 Average handle time in seconds for calls counted as DBINT NULL
five-minute interval. The value is calculated as
follows:
HandledCallsTimeTo5 / CallHandledTo5
The AvgHandledCallsTime value is updated in the
with the call is completed.
BusyOther Number of agents currently in the BusyOther state DBINT NULL

with respect to this skill group.
BusyOtherTimeTo5 Number of seconds agents have spent in the DBINT NULL

BusyOther state during the rolling five-minute
interval. BusyOtherTime is included in the
CallsAnsweredTo5 The number of calls that were answered by the skill DBINT NULL
group during the rolling five-minute interval.
CallsHandledTo5 The number of calls that were handled by the skill DBINT NULL
group during the rolling five-minute interval.
This field is applicable for both Unified ICM and
Unified CCE. A handled call is:
on then completed.

CallsInProgress The total number of ongoing non-voice tasks DBINT NULL

associated with this skill group. This field populates
for non-voice tasks only.
CallsOfferedTo5 Number of calls offered to the skill group during the DBINT NULL
rolling five-minute interval. A call is counted only
when it is answered.
This field represents local queue counts at the ACD.
It is incremented only in the event of local queueing.
In the event of Network Queueing, the field
incremented in RouterCallsOfferedTo5.
501
All Tables

NULL
Option
CallsQueuedNow The number of calls currently queued to this skill DBINT NULL
group by the ACD.
This field represents local queue counts at the ACD.
It is incremented only in the event of local queueing.
In the event of Network Queueing, the field
incremented in RouterCallsQNow.
last updated. NULL
HandledCallsTalkTimeTo5 Total talk time, in seconds, for calls counted as DBINT NULL
five-minute interval. It is updated in the database
call (if any) is completed.
HandledCallsTimeTo5 This field only applies to configured skill groups. DBINT NULL
Total handle time, in seconds, for calls counted as
Handle time is number of seconds an agent spent
answering the call (including the time the call was
on hold) to the time the agent completed the
after-call work associated with the call.
HoldTime +

502
All Tables

NULL
Option
Hold The number of agents that have all active calls on DBINT NULL
hold. The agent is not in the Hold state with one call
on hold and talking on another call (for example, a
consultative call). The agent must have all active
calls on hold.
HoldTimeTo5 Number of seconds where all calls to the agent are DBINT NULL
on hold during the rolling five-minute interval.
HoldTime is counted only while the agent is doing
no other call related activity. HoldTime is included
in the calculation of LoggedOnTime.
IcmAvailable The number of agents belonging to this skill group DBINT NULL
who are currently ICMAvailable with respect to the
MRD to which the skill group belongs. An agent is
ICM available if s/he is Routable and Available for
the MRD. This means that the agent can be routed
a task by system software.
InterruptedTimeTo5 The number of seconds during which all calls to the DBINT NULL
agent are in interrupted state during the rolling
LoggedOn Number of agents that are currently logged on to the DBINT NULL
skill group. This count is updated each time an agent
logs on and each time an agent logs off.
503
All Tables

NULL
Option
LoggedOnTimeTo5 Total time, in seconds, agents were logged on to the DBINT NULL
skill group during the current (rolling) five-minute
interval. This value is based on the following:
• HoldTimeTo5
• TalkInTimeTo5
• TalkOutTimeTo5
• TalkOtherTimeTo5
• AvailTimeTo5
• NotReadyTimeTo5
• WorkReadyTimeTo5
• WorkNotReadyTimeTo5
• BusyOtherTimeTo5
• ReservedStateTimeTo5
• TalkAutoOutTimeTo5
• TalkPreviewTimeTo5
• TalkReservedTimeTo5
This field is applicable for both Unified ICM,

Unified CCEand Outbound Option.
LongestAvailAgent A date and time value that specifies the time that the DBDATETIME NULL
longest available agent for the skill group became
available. If no agent was available, the value is 0
LongestCallQ The date and time that the longest call in the queue DBDATETIME NULL
for the skill group was placed in the queue.
Note Not applicable for Unified CCE without
a Unified CCE System PG and is not
updated. In Unified CCE, with a Unified
CCE System PG, this field is applicable
and is updated when a call is queued to
the skill group. For consistent values, in
Unified CCE regardless of whether or not
there is a Unified CCE System PG, use
RouterLongestCallInQ.
NotReady Number of agents in the Not Ready state for the skill DBINT NULL
group.
504
All Tables

NULL
Option
NotReadyTimeTo5 Total seconds agents in the skill group have been in DBINT NULL
the Not Ready state during the rolling five-minute
interval. NotReadyTime is included in the
NumAgentsInterruptedNow The number of agents whose state with respect to DBINT NULL
this skill group is currently Interrupted.
PercentUtilizationTo5 Percentage of Ready time that agents in the skill DBFLT4 NULL
group spent talking or doing call work during the
rolling five-minute interval. This is the percentage
of time agents spend working on calls versus the
time agents were ready.
PreviewCallsTalkTimeTo5 Total handle time, in seconds, for outbound Preview DBINT NULL
during the rolling five-minute interval. Handle time
PreviewCallsTimeTo5 Total handle time, in seconds, for outbound Preview DBINT NULL
during the current five-minute interval. Handle time
PreviewCallsTo5 Total number of outbound Preview calls made by DBINT NULL

agents in the skill group that ended during the rolling
Ready The number of agents who are Routable with respect DBINT NULL
to the MRD associated with this skill group, and
whose state with respect to this skill group is
currently something other than NOT_READY or
WORK_NOT_READY.
ReserveCallsTalkTimeTo5 This is the talk time for the reservation call. It should DBINT NULL
be either zero or a few seconds. This is counted using
Call State.
505
All Tables

NULL
Option
RedirectNoAnsCallsTo5 In the rolling five-minute interval, the number of DBINT NULL
ACD calls to the skill group that rang at an agent's
terminal and redirected on failure to answer.
ReserveCallsTimeTo5 This is the sum of the total number of reservation DBINT NULL
calls placed on hold and the talk time for the
reservation call. This is counted using Call State.
ReserveCallsTo5 Number of reservation calls. This should always DBINT NULL

equal to the ReserveCallsOnHoldToHalf.
ReservedAgents Number of agents for the skill group currently in the DBINT NULL
Reserved state.
ReservedStateTimeTo5 How long an agent is in Reserved state. This is DBINT NULL

RouterCallsAbandQTo5 The number of calls that abandoned while queued DBINT NULL
in the router to this agent, in the rolling five-minute
interval.
RouterCallsAbandToAgentTo5 In the rolling five-minute interval, the number of DBINT NULL

calls abandoned after they have been routed to the
agent desktop and before they have been answered
(for example, Abandon Ringing).
This field is applicable for Unified CCE systems
and for systems where calls are translation-routed
to Skill Groups.
RouterCallsAbandDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
skill group, and had to be routed to another skill
group in the rolling five-minute interval.
This field is incremented when a call is de-queued
through the Cancel Queue node.
RouterCallsDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
skill group to be routed to another skill group in the
This field is also incremented when a call is
de-queued via Cancel Queue node.
506
All Tables

NULL
Option
RouterCallsOfferedTo5 The number of calls received by this skill group in DBINT NULL
the rolling five-minute interval. This value is set by
the Call Router. A call is counted as offered as soon
at it is sent to a Skill Group.
This value is incremented by:
• CallType short calls, which are counted as
abandoned for Skill Groups. (There is no short
call count in the Skill_Group_Real_Time table.)
• Calls that are cancelled by Cancel Queue node
and re-queued to the same Skill Group
• Calls that are routed to a Skill Group,
re-queried, and re-queued to the same Skill
Group
This field does not include local ACD calls, not

the CallsOfferedTo5 field of Skill_Group tables.
RouterCallsQNow Number of calls currently queued for the skill group DBINT NULL
at the CallRouter.
This field does not include local ACD calls, not
the CallsQueuedNow field of Skill_Group tables.
RouterLongestCallInQ The time when the longest call in queue was queued DBDATETIME NULL
for this skill group.
507
All Tables

NULL
Option
ServiceLevelCallsAbandTo5 The count of calls that abandon within the skill group DBINT NULL
SL threshold in rolling five-minute interval.
a Skill Group.
Calls that abandon after they are routed to a Skill
Group are identified by TCD records with abandoned
call disposition.
If the call is queued and abandons before it is routed
to any Skill Groups (within the ServiceLevel
threshold), the Router will increment this value for
ALL the Skill Groups this call was queued for.
If the call abandons after it was routed to a Skill
Group, that Skill Group will have
ServiceLevelCallsAband incremented.
Dequeuing the call via Cancel Node has no impact
on ServiceLevelCallsAband.
Calls may be de-queued via Cancel Queue node or
de-queued from this Skill Group to be routed to a
different Skill Group.
Note This field is applicable to the Unified
queue.
ServiceLevelCallsDequeuedTo5 The number of calls de-queued from a skill group, DBINT NULL
within the skill group Service Level threshold, in
queue.
508
All Tables

NULL
Option
ServiceLevelCallsOfferedTo5 The number of calls that are routed to a skill group DBINT NULL
or queued for a the skill group in the rolling
five-minute interval
Includes these categories of calls
• Calls that are answered within the ServiceLevel
threshold
• Calls that are abandoned within the
ServiceLevel threshold
threshold (this is consistent with Call Type
ServiceLevel)
• Calls that are not complete after the
queued longer than the Service Level
threshold).
Note Calls that end in error state within SL

threshold are not counted as
queue.
ServiceLevelCallsTo5 The number of calls that are answered by the skill DBINT NULL
group within the Service Level threshold in the
509
All Tables

NULL
Option
ServiceLevelTo5 Service Level for the skill group in rolling DBFLT4 NULL
They are:

environment only.
ServiceLevelRONATo5 The calls that redirected on no answer within Service DBINT NULL
Level threshold within the rolling five-minute
interval.
These calls are part of the ServiceLevelCallsOffered.
This field is applicable to the Unified CCE
environment only.
SkillTargetID Foreign key from the Skill Group table. The DBINT PK, FK
SkillTargetID of the agent. Together with the NOT
SkillGroupSkillTargetID, identifies the skill group NULL
member.
TalkAutoOutTimeTo5 Number of seconds agents in the skill group spent DBINT NULL
talking on AutoOut (predictive) calls during the
TalkingAutoOut Number of agents in the skill group currently talking DBINT NULL
on AutoOut (predictive) calls.
510
All Tables

NULL
Option
TalkingIn Number of agents in the skill group currently talking DBINT NULL
on inbound calls.
TalkingOther Number of agents in the skill group currently talking DBINT NULL
on internal (neither inbound nor outbound) calls.
Examples of "other calls include agent-to-agent
transfers and supervisor calls.
TalkingOut Number of agents in the skill group currently talking DBINT NULL
on outbound calls.
TalkingPreview Number of agents in the skill group currently talking DBINT NULL
on outbound Preview calls.
TalkingReserve Number of agents in the skill group currently talking DBINT NULL
on agent reservation calls.
TalkInTimeTo5 Total seconds agents spent talking on inbound calls DBINT NULL
for the skill group during the rolling five-minute
interval. TalkInTime is included in the calculation
TalkOtherTimeTo5 Total seconds agents spent talking on other calls DBINT NULL
(neither inbound nor outbound) for the skill group
TalkOutTimeTo5 Total seconds agents spent talking on outbound calls DBINT NULL
for the skill group during the rolling five-minute
interval. TalkOutTime is included in the calculation
TalkPreviewTimeTo5 Number of seconds agents in the skill group spent DBINT NULL
talking on outbound Preview calls during the current
TalkReserveTimeTo5 Number of seconds agents in the skill group spent DBINT NULL
talking on agent reservation calls during the rolling
TalkTimeTo5 Total seconds agents in the skill group have been in DBINT NULL
the Talking state during the rolling five-minute
interval. This value is calculated as follows:
TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5
511
All Tables

NULL
Option
TransferInCallsTimeTo5 Total number of seconds agents spent on calls DBINT NULL
transferred into the skill group that ended during the
rolling five-minute interval. The value is updated in
the database when the after-call work time associated
with the call (if any) is completed.
For blind transfers in Unified CCE with a Unified
CCE System PG, this field is updated when the call
that was blind transferred to an IVR is subsequently
transferred to another agent and the agent answers
the call. For this call scenario, this field is not
updated in Unified CCE without a Unified CCE
System PG.
TransferInCallsTo5 Number of calls transferred into the skill group that DBINT NULL
ended during the current five-minute interval. The
value is updated in the database when the after-call
work time associated with the call (if any) is
completed.
For blind transfers in Unified CCE, the value is
updated in the database when an agent blind transfers
the call to an IVR.
For blind transfers in Unified CCE with a Unified
CCE System PG, the value is not updated in the
database until the call that was blind transferred to
an IVR is subsequently transferred to another agent.
Note: For blind transfers in Unified CCE with a
Unified CCE System PG, this field is updated when
the call that was blind transferred to an IVR is
subsequently transferred to another agent and the
agent answers the call. For this call scenario, this
field is not updated in Unified CCE without a
Unified CCE System PG.
512
All Tables
Skill_Target

NULL
Option
TransferOutCallsTo5 Number of calls transferred out of the skill group DBINT NULL
that ended during the rolling five-minute interval.
is completed.
WorkNotReady Number of agents in the skill group in the Work Not DBINT NULL
Ready state.
WorkNotReadyTimeTo5 Total seconds agents have been in the Work Not DBINT NULL
Ready state during the rolling five-minute interval.
WorkNotReadyTime is included in the calculation
of LoggedOnTime.
WorkReady Number of agents in the skill group in the Work DBINT NULL
Ready state.
WorkReadyTimeTo5 Total seconds agents have been in the Work Ready DBINT NULL
state during the rolling five-minute interval.
LoggedOnTime.
Skill_Target
Establishes a unique identifier for every agent, skill group, service, service array, and translation route in the
enterprise.
The Skill Group Explorer maintains the Skill_Target table when you create or delete agents, skill groups,
services, service arrays, or translation routes.
Related Tables
Agent, on page 16 (via SkillTargetID)
Route, on page 355 (via SkillTargetID)
Service_Array, on page 425 (via SkillTargetID)
Translation_Route, on page 535 (via SkillTargetID)
513
All Tables
System_Attribute
Table 386: Indexes for Skill_Target Table
XPKSkill_Target clustered, unique, primary key located SkillTargetID

on PRIMARY
Table 387: Fields in Skill_Target Table

NULL
Option
SkillTargetID A unique identifier for the skill target. DBINT PK NOT
NULL
SkillTargetType Type of target: DBSMALLINT NOT
NULL
• 1 = Service
• 2 = Skill Group
• 3 = Agent
• 4 = Translation Routes
• 5= Service Array
System_Attribute
This table defines system attributes to support Context Service.
Table 388: Fields in System_Attribute Table

NULL
Option
SystemAttributeID A unique identifier for this system attribute. DBINT NOT
NULL
AttributeName An attribute name for this system attribute; the varchar(128) NOT
attribute name must be unique. NULL
AttributeValue The value of the system attribute; used to store a varchar(512) NOT
name value pair, such as proxyurl, timeout, retries, NULL
or labmode, for example.
ChangeStamp A value that increments when the record changes in CHANGESTAMP NOT
the central controller database. NULL
DateTimeStamp The date and time that a record is added or updated. DBDATETIME NULL
514
All Tables
System_Capacity_Interval
System_Capacity_Interval
This table belongs to the Reporting category. It is used to update the maximum number of concurrent agents
logged on for a particular interval.
Table 389: Indexes for System_Capacity_Interval Table
XIE1System_Capacity_Interval nonclustered located on DataTime

PRIMARY
Table 390: Fields in System_Capacity_Interval Table

Option
DateTime The Central Controller date and time at the DBSMALLDATE NOT NULL
start of the interval when the row was
generated.
DbDateTime The current date and time stamp when the DBDATETIME NOT NULL
records are written to the HDS database.
The date and time stamp in the logger
database is the time at which router
generated/cut the interval record.
ICRInstanceID A unique identifier for the instance. DBINT NOT NULL
MaxAgentsLoggedIn The maximum number of agents logged DBINT NULL

on to all the peripherals in the ICM
system-specific interval.
MaxCPS Reserved for future use. DBINT NULL
MaxCVPCallControlPorts The cumulative maximum number of CVP DBINT NULL

callcontrol ports used or assigned during
a specified interval in all the active CVPs.
MaxVRUPorts The cumulative maximum number of CVP DBINT NULL

VRU ports used or assigned during a
specified interval in all the active CVPs.
MaxCallsInProgress Reserved for future use. DBINT NULL
MaxAgentQueuePairs Reserved for future use. DBINT NULL
515
All Tables
System_Capacity_Real_Time

Option
MaxCallTypeSkillGroupPairs Reserved for future use. DBINT NULL
MaxCongestionLevel Reserved for future use. DBINT NULL
MaxICMAgents The maximum number of ICM agents DBINT NULL

logged in to all the peripherals in the ICM
system-specific interval.
MaxDialerPorts The cumulative maximum number of dialer DBINT NULL

ports used during the interval on all the
active dialers.
ReportingInterval The router uses this value to calculate the DBINT NULL
system capacity data for that interval. The
valid values are 15 or 30 (default).
RecoveryKey A unique ID assigned to each record and DBFLT8 NOT NULL

used internally by the Unified ICM/
Unified CCE software to track the record.
TimeZone The Central Controller’s time zone for the DBINT NOT NULL
date and time. The value is the offset in
minutes from UTC(formerly GMT).The
value is negative for time zones to the east
of UTC and positive for time zones to the
west of UTC.
System_Capacity_Real_Time provides configured and adjusted real-time capacity setting associated with the
system.
Table 391: Indexes for System_Capacity_Real_Time Table
XPK_System_Capacity_Real_Time clustered, unique, primary key located ICRInstanceID

on PRIMARY
Table 392: Fields in System_Capacity_Real_Time Table

Option
AdjustedCapacity Adjusted CPS capacity during run time based on DBINT NOT NULL
System Realtime conditions. This is reported as
scaled up value by 1000.
516
All Tables

Option
AverageCPS Use to set the rejection treatment mode. For the DBFLT4 NOT NULL
following deployment types, this field does not
include the Agent Greeting calls:
• Packaged CCE: 2000 Agents
• Packaged CCE: Lab Mode
• HCS-CC: 2000 Agents
• HCS-CC: 500 Agents (Deprecated)
AverageSkillsPerAgent Average skills per agent value reported as scaled up DBINT NOTLevel1Onset
by 1000. NULL
ConfiguredCapacity Configured CPS capacity. DBINT NOT NULL
CurrentCongestionLevel Current congestion level. DBINT NOT NULL
DateTime Central Controller date and time that this data was DBDATETIME NOT NULL
last updated.
DateTimeCongested Congestion start time. DBDATETIME NOT NULL
DateTimeCurrentLevel Current congestion level start time. DBDATETIME NOT NULL
Level1Abate Level 1 abatement CPS is computed based on the DBINT NOT NULL
adjusted CPS capacity. The value is scaled up by
1000.
1000.
1000.
Level1Onset Level 1 onset CPS is computed based on the adjusted DBINT NOT NULL
CPS capacity. The value is scaled up by 1000.
Level1Reduction Level 1 call rate reduction. DBINT NOT NULL
RejectionPercentage Current call reduction percentage. DBINT NOT NULL
TotalAgentsLoggedOn Logged in agents. DBINT NOT NULL
517
All Tables
Termination_Call_Detail

Option
MaxICMAgents The maximum number of ICM agents logged in to DBINT NULL
all the peripherals in the ICM system-specific
interval.
MaxDialerPortsNow The cumulative maximum number of dialer ports DBINT NULL
used on all the active dialers at the current time.
This table contains information about how each call was handled at a peripheral.
The system software generates a Termination_Call_Detail record for each call that arrives at the peripheral.
Related Tables
• Agent, on page 16 (AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps
to Agent.SkillTargetID)
• Call_Type, on page 98 (through CallTypeID)
• Route, on page 355 (through RouteID)
• Route_Call_Detail, on page 357 (through Day + RouterCallKey)
• Service, on page 422 (ServiceSkillTargetID maps to Service.SkillTargetID)
• Skill_Group, on page 461 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
• Termination_Call_Variable, on page 533 (RecoveryKey maps to
Termination_Call_Variable.TCDRecoveryKey)
518
All Tables
Table 393: Indexes for Termination_Call_Detail Table
XPKTermination_Call_Detail Primary key RecoveryKey

Note This primary key is
nonclustered.
XAK2Termination_Call_Detail Unique key DateTime, PeripheralID, ICRCallKey

Note This unique key is clustered.
XIE1Termination_Call_Detail Inversion key DateTime
XIE2Termination_Call_Detail Inversion key DbDateTime
XIE3Termination_Call_Detail Inversion key RouterCallKeyDay, RouterCallKey
XIE4Termination_Call_Detail Inversion key CallGUID
Table 394: Fields in Termination_Call_Detail Table

NULL
Option
AgentPeripheralNumber The peripheral number of the agent who handled the varchar(32) NULL
call.
Note The field can be NULL when the source
or destination party is unmonitored or if
the agent is not logged in.
AgentSkillTargetID Identifies which agent handled the call. This value DBINT NULL
(for example, 5001), is unique among all skill targets
in the enterprise. It is taken from the Agent table in
the Unified ICM central database.
AgentSkillTargetIDs are generated automatically
when the agent is first configured in the Agent
The AgentSkillTargetID is used only if agents are
configured. If agents are not configured, the value
for AgentSkillTargetID is null. If agents are not
configured, you can use the AgentPeripheralNumber
to determine the peripheral number for the agent that
handled the call.
ANI The ANI value for the call. varchar(32) NULL
519
All Tables

NULL
Option
AnsweredWithinServiceLevel Indicates whether the call was answered with the DBCHAR NULL
service level defined for the service:
• Y = yes
• N= no
This field will always be "no" when using Precision

Queues
ApplicationData Additional data passed in the End Task message for varchar(100) NULL
this task.
ApplicationTaskDisposition A field passed in the End Task message for this task. DBINT NULL
This is an application-specific code that indicates
why the task ended. For example, Email and Web
Manager might use the ApplicationTaskDisposition
field to indicate that the task ended because an agent
closed an email without responding to it.
Attributes XML formatted string containing agent attributes 1 varchar(255) NULL

through 10 and corresponding values as follows:
<AGAttr>
<A1></A1>
<V1></V1>
<A2></A2>
<V2></V2>
<A3></A3>
<V3></V3>
<A4></A4>
<V4></V4>
<A5></A5>
<V5></V5>
<A6></A6>
<V6></V6>
<A7></A7>
<V7></V7>
<A8></A8>
<V8></V8>
<A9></A9>
<V9></V9>
<A10></A10>
<V10></V10>
</AGAttr>
It is possible that the XML document may overflow

the VARCHAR 255 definition. When this occurs,
the attribute list will be truncated. Therefore, it is
important to note that some attributes may be
truncated.
520
All Tables

NULL
Option
BadCallTag Indicates whether the call was marked as bad by the DBCHAR NULL
agent. Stored as a character:
• Y = the call was marked "bad"
• N = the call was not marked "bad"
BillRate Reserved for future use. DBSMALLINT NULL
CallDisposition The final disposition of call (or how the call DBSMALLINT NOT
terminated). To see the list of values, see NULL
Termination Call Detail: Call Disposition and
CallDispositionFlag Fields, on page 618.
As long as the call leg has conference time accrued,
and the peripheral call type isn't Conference (15),
the Call Disposition will be conferenced.
CallDispositionFlag A series of flags providing detail on the call DBINT NULL

disposition. To see the list of values, see Termination
Call Detail: Call Disposition and CallDispositionFlag
Fields, on page 618.
CallSegmentTime Time, in seconds, that the system took to segment a DBINT NULL
private network call. For example, if the system
software handed the caller off to a menu of choices,
CallSegmentTime reflects how long the caller spent
in the menu.
CallTypeID In Unified ICM and Unified CCE, indicates which DBINT NULL
call type, and therefore which routing script, was
used to route this call.
Note This field contains a value only if the call
was translation-routed or sent to an
Unified CCE agent.
CallTypeReportingDateTime This value indicates interval date time that Router DBDATETIME IE-3
used TCD record to calculate Call Type related
NULL
historical data.
CallReferenceID This value uniquely identifies the instance of a call varchar(32) IE-4
in a Unified CM cluster.
NULL
With the Avaya G3 PG (TSAPI), this field contains
the Universal Call ID (UCID) received from the
Avaya AES server. UCID is a unique call identifier
across all switches in the network.
CallGUID Globally unique call identifier. varchar(32) NULL
521
All Tables

NULL
Option
CED The Caller Entered Digits (CED) associated with varchar(30) NULL
the call. This is filled for Outbound Option
Reservation or Personal Callback Calls. The values
are:
• ICM_BA_Reservation_Call - Reservation call
• Callback - Personal Callback customer call
This field is applicable for Unified ICM and
Unified CCE.
ConferenceTime The cumulative number of seconds that the call was DBINT NULL
in conference with more than two parties.
ConferenceTime is recorded for both ACD and
non-ACD calls. The value includes any HoldTime
associated with the call. It is updated when the agent
two-party call.
Depending on who initiated the call,
ConferenceTime from Termination_Call_Detail is
used in the following Skill Group and Agent Skill
Group tables:
• ConferencedOutCallsTimeToHalf
• ConferencedInCallsTimeToHalf
DateTime The date/time that the Termination_Call_Detail table DBDATETIME AK-2, IE-1
record is generated by the Peripheral Gateway (PG).
NOT
The Termination_Call_Detail table record is
NULL
generated by the PG when the call has either
physically left the PG (for example, IVR routes the
call to an agent) or when wrap-up is completed for
the call after the call has left the agent device (either
by disconnect, or through transfer completion).
NULL
522
All Tables

NULL
Option
DelayTime The time in seconds that the call is active on the DBINT NULL
switch but not queued to a skill group or trunk
resource. For example, if a call arrives at an ACD
and an announcement is played before the call is
queued, from the time the call arrives at the ACD to
the time the call gets queued is the DelayTime.
DelayTime includes all time the call spent on
announcements. For ACDs that can de-queue calls,
a call can go back into the delay state and DelayTime
can begin accumulating again.
DelayTime is used to calculate Duration in the
Termination_Call_Detail record. It is also used to
calculate the following fields in the Service and
Route Half Hour tables:
• DelayQAbandTimeToHalf
• LongestCallAbandTimeToHalf
• AnswerWaitTimeToHalf
DigitsDialed The digits dialed for an outbound call initiated on varchar(40) NULL
the ACD. These digits are not provided by all ACDs.
Currently, only IVRs, the Aspect CallCenter, and
the DEFINITY ECS provide values in the
DigitsDialed field. In addition, if a call is translation
routed, the receiving PG also reports this field even
though the call is inbound.
This field is set for Unified CCE.
DNIS The DNIS value, provided by the ACD, that arrives VNAME32 NULL
with the call.
Duration Duration of the call in seconds. This is the time that DBINT NULL
the switch is processing the call. The Duration field
comprises several fields of the
LocalQTime + RingTime + TalkTime +
WorkTime + HoldTime + DelayTime + NetQTime
+ NetworkTime
523
All Tables

NULL
Option
EnterpriseQueueTime This field indicates the amount of time spent by the DBINT NULL
call in the queue, on the parent Unified CCE system
in CVP/another network queuing platform.
Note If you are using an 8.x child system that
has the EnterpriseQueueTime field in the
Termination_Call_Detail Table, the
parent system must also be an 8.x system,
so that the field gets populated. If the
child system is a 7.x system, and if the
parent system is 8.x, then there would be
NO EnterpriseQueueTime field in the
Termination_Call_Detail Table, and the
field is not populated.
Note The EnterpriseQueueTime does not factor
into the AnswerWaitTime or Service
Level computations on the child system.
HoldTime The cumulative time, in seconds, that the call was DBINT NULL
put on hold by at least one agent device. A call may
be put on hold by more than one agent device during
its duration. The call might be finished by being
abandoned, transferred, handled to completion, etc.
Note This is used in CallHandleTimeHalf field
of the Call_Type_Half_Hour table only
when there is a valid CallTypeID in the
Termination_Call_Detail table.
HoldStartTimeUTC The UTC timestamp at which the call put on hold DBDATETIME NULL
by the agent.
In case of multiple hold events for the call, only the
first event will be displayed.
HoldEndTimeUTC The UTC timestamp at which the call is retrieved DBDATETIME NULL
by the agent.
In case of multiple hold and retrieve scenario, the
last call retrieved time will be reported from this
field.
ICRCallKey A unique number generated at the PG for every call. DBINT AK-2
Values are reused after approximately 2 billion calls.
NOT
NULL
ICRCallKeyChild Link to the ICRCallKey field of a child call (used DBINT NULL
for transfers and multiple-way conference calls).
524
All Tables

NULL
Option
ICRCallKeyParent Link to the ICRCallKey field of a parent call (used DBINT NULL
for transfers and conference calls).
InstrumentPortNumber Instrument number or extension number of the DBINT NULL

device that handled the call at the peripheral.
This field often contains the extension of the agent
who handled or placed the call. For CCE, when
multi-line is enabled, the field usually contains the
non-ACD extension, if used.
This field, however, is not reliable. There are several
scenarios in which the field is not filled in correctly,
including but not limited to the following:
• If there are two agents on the call, in which
case the field can reflect only the extension of
one of the agents.
• If the agent extension is greater than
4294967295.
• If there are leading zeros in the extension.
• If there was a blind transfer to an unmonitored
device.
This field is also populated for outbound calls.
525
All Tables

NULL
Option
LocalQTime ICM 5.x: Measures the cumulative time, in seconds, DBINT NULL
that the call spent queued at the local ACD and the
time the call spent queued in the network VRU.
ICM 6.x and 7.x: Measures only the cumulative
time, in seconds, that the call spent queued at the
local ACD. NetQTime (see below) measures the
time the call spends queued in the network VRU.
Both: During its duration, a call can be queued to
multiple answering resources (for example, a trunk,
voice port, skill group, etc.). LocalQTime includes
time the call spent queued to any of these resources.
LocalQTime does not include any DelayTime
(before the call is queued), or RingTime (after the
call leaves the queue). LocalQTime is a completed
call time, not an agent state time.
LocalQTime is used in the calculation of Duration
in Termination_Call_Detail, and to calculate the
following Service and Route values:
• LongestCallDelayQTime
• LongestCallAbandTime
• DelayQAbandTime
• DelayQTime
• AnswerWaitTime
LocalQTime is also used to calculate the

AnswerWaitTime in the Skill Group and Agent Skill
Group tables.
LocationParamPKID Globally unique location identifier. varchar(128) NULL
LocationParamName Location name. varchar(50) NULL
MRDomainID An identifier for the Media Routing Domain in the DBINT FK

Unified ICM system configuration.
NULL
NetQTime Represents the time the call spent on Network Queue DBINT NULL
in the CallRouter. The LocalQTime field is used for
local ACD queuing.
NetworkTargetID The identifier of the peripheral target to which the DBINT FK

call was delivered.
NULL
526
All Tables

NULL
Option
NetworkTime The number of seconds between the PG receiving a DBINT NULL

"pre-call message from the CallRouter for the task
and an Offer Task (or Start Task, if an Offer Task
is not sent) message for the task.
NetworkSkillGroupQTime Represents the time the call is queued for the skill DBINT NULL
group identified by the
RoutedSkillGroupSkillTargetID field in the network
VRU. It is the time when the call is queued to the
specific skill group until the call is routed by the
routed. The router resets the time when the call is
requeried.
NewTransaction Call has been re-classified via transfer, overflow, or DBCHAR NULL
new transaction. Indicates that there is at least one
more row in Termination Call Detail for this call.
Originated Indicates which Unified CCE component initiates char(1) NULL

the call. 'D' - originated from Dialer.
PeripheralCallKey An identifier assigned to the call by the peripheral DBINT NULL

(ACD, IVR). The range and type of value used in
this field vary depending on the type of peripheral.
For example:
• ACD 1 views an original call, a transfer, and a
consultative call as three separate calls (Call
IDs 1001, 1002, 1003 respectively)
• ACD 2 views all three calls as a continuation
of the same call (Call IDs 1001, 1001, 1001
respectively).
• ACD 3 views the original and transfer as the
same call, but the consultative call as a second
call (Call IDs 1001,1002, 1001 respectively).
• ACD 4 views the original call as one call and
the original and transfer as another call (Call
IDs 1001, 1002, 1002 respectively).
In addition, the identifier used may not be
unique depending on the peripheral's
implementation. For example, the Aspect
CallCenter and the DEFINITY ECS ACDs
reuse identifiers in this field (For non-voice the
value would be NULL).
527
All Tables

NULL
Option
PeripheralCallType Type of call reported by the peripheral. To see valid DBSMALLINT NULL
settings for this field, see Termination Call Detail:
Peripheral Call Type, on page 625.
PeripheralID Identifies which peripheral handled the call. This DBSMALLINT FK, AK-2
value (for example, 5002), is unique among all
NOT
peripherals in the enterprise. It is taken from the
NULL
Peripheral table in the Unified ICM central database.
Peripheral IDs are generated automatically when a
peripheral is configured in the Peripheral
PrecisionQueueID Foreign key to the Precision_Queue table DBINT NULL
PrecisionQueueStepOrder Integer that defines the order of rows for a Precision DBINT NULL
Queue Step.
Priority Used by the DEFINITY ECS to indicate the priority DBSMALLINT NULL
of the call.
ProtocolID Internal reference ID used to identify the component DBINT NULL

class (PBX/VRU/ACD)
• NULL for all TCDs prior 8.x.
• 0 = LEGACY_TDM
• 1 = JTAPI
• 2 = GED125_CVP
• 3 = GED125_IPIVR
• 4 = GED125_OTHER
• 5 = GED188_ACMI_CCX
• 6 = GED188_ACMI_CCE
• 7 = GED188_ACMI_EXPERT_ADVISOR
• 8 = GED188_ACMI_ERS
• 9 = ARI
• 10 = MEDIA_ROUTING
• 11 = Other
528
All Tables

NULL
Option
PstnTrunkGroupID The Trunk Group ID on which the call arrived on varchar(32) NULL
the IOS Gateway.
PstnTrunkGroupChannelNumber The Trunk Group Channel Number on which the DBINT NULL
call arrived on the IOS Gateway.

NULL

NOT
NULL
Note Unlike the default, this primary key is
nonclustered.
RingTime The number of seconds that the call spent ringing at DBINT NULL
the agent's teleset before it was answered. Ring time
occurs after any DelayTime and LocalQTime. For
diverted calls (that is, calls that rang at an agent's
teleset before being redirected on failure to answer),
RingTime is the sum of the time that the call spent
ringing at each teleset.
RingTime is added to Skill Group Half Hour and
Agent Skill Group half-hour tables when the call
completes.
RingTime is also used to compute the following
Route and Service half-hour values:
• DelayQAbandTimeToHalf
• LongestCallDelayQTimeToHalf
• LongestCallAbandTimeToHalf
RouteID Identifies the route where the call was sent. The DBINT FK
value (for example, 6), is unique among all routes
NULL
in the enterprise. It is taken from the Route table in
the Unified ICM central database. Route IDs are
generated automatically when a route is configured
in the Route Configuration window of Unified ICM
529
All Tables

NULL
Option
RouterCallKey This value is created by the system software and DBINT NULL
forms the unique portion of the 64-bit key for the
call. Unified CCE resets this counter at midnight.
was translation-routed or sent to an
Unified CCE agent.
RouterCallKeyDay The day that the call was taken and the DBINT NULL
Termination_Call_Detail record was created. This
field contains a value only for calls that were
translation-routed or post-routed to or from an ACD.
Together with RouterCallKey, the Day value forms
a unique 64-bit key for the call. The PG might not
have this information for all calls, but if it does, it
allows you to track all states of a call between the
Route_Call_Detail and the Termination_Call_Detail
tables by using the cradle-to-grave call tracking
facility. (For calls that span a day, the day may not
correspond to the day specified in the DateTime
field.)
was translation-routed, post-routed
to/from an ACD, or sent to a Unified
CCE Enterprise agent.
RouterCallKeySequenceNumber A sequence number used for ordering rows for DBINT NULL
cradle-to-grave call tracking.
This number is a best effort to describe the order in
which call legs were created and bears no relation
to the order in which calls ended.
This is not the order in which the
Termination_Call_Detail records were created. (This
field also exists in the Route_Call_Detail table,
where it defines the order in which the route requests
were created.)
There are a few scenarios where the
RouterCallKeySequenceNumber may not be unique
for a given RouterCallKey (specifically when
translation routing to a Service Controlled IVR). For
example, a call plays a prompt based on the script.
This call is directly routed to a release node and
produces a duplicate
RouterCallKeySequenceNumber.
530
All Tables

NULL
Option
RoutedSkillGroupSkillTargetID The RoutedSkillGroupSkillTargetID is the DBINT NULL

SkillGroupSkillTargetID selected by the router
through the routing script. If the call is not routed
by the router, this field is set to null.
RoutedServiceSkillTargetID The RoutedServiceSkillTargetID is the DBINT NULL

ServiceSkillTargetID selected by the router through
the routing script. If the call is not routed by the
router, this field is set to null.
RoutedAgentSkillTargetID The RoutedAgentSkillTargetID is the DBINT NULL

AgentSkillTargetID selected by the router through
the routing script. If the call is not routed by the
router, this field is set to null.
ServiceSkillTargetID Identifies which service handled the call. This value DBINT FK
(for example, 5004) is unique among all skill targets
NULL
in the enterprise. It is taken from the Service table
in the Unified ICM central database.
ServiceSkillTargetIDs are generated automatically
when a service is configured in the Service
Configuration Manager. If the call is handled by a
non-configured service, this field is set to null. In
addition, if the call is not associated with a service,
the field is set to null (for example, in the case of
non-ACD calls).
SkillGroupSkillTargetID Identifies which skill group handled the call. This DBINT FK
value (for example, 5010) is unique among all skill
NULL
targets in the enterprise. It is taken from the
Skill_Group table in the Unified ICM central
database. SkillGroupSkillTargetIDs are generated
automatically when a skill group is configured in
the Skill Group Configuration window of Unified
ICM Configuration Manager.
If the call is handled by a non-configured skill group,
this field is set to null.
SourceAgentPeripheralNumber Peripheral number of agent that initiated the call. varchar(32) NULL
Note The field can be NULL when the source
or destination party is unmonitored or if
the agent is not logged in.
531
All Tables

NULL
Option
SourceAgentSkillTargetID The identifier for the agent that initiated the call. DBINT NULL
This value is set only if the agent associated with
SourceAgentPeripheralNumber is configured in the
system software.
StartDateTimeUTC The date/time in UTC that the call was first seen at DBDATETIME NULL
the Peripheral Gateway (PG), e.g. ingress call arrival,
agent initiated call, new call resulting from a call
transfer.
TalkTime The cumulative time, in seconds, that the call was DBINT NULL
in a talking state on the destination device. TalkTime
is a completed call time, not an agent state time.
TalkTime is used in the calculation of Duration in
the Termination_Call_Detail record. It is also used
to calculate TalkTime in the Services and Route
tables.
Note In the Termination_Call_Detail,
Skill_Group, and Agent_Skill_Group
tables, TalkTime does not include
HoldTime; however, in the Services and
Route tables, TalkTime does include
HoldTime.
TimeToAband The elapsed time in seconds before the call was DBINT NULL
abandoned. This can include DelayTime,
LocalQTime, and RingTime, depending on when
the call was abandoned. This value is set only when
the call is not answered by an agent or trunk
resource.
to the west of UTC.
Trunk The number (as known to the peripheral) of the trunk DBINT NULL
on which the call arrived.
TrunkGroupID The identifier of the trunk group on which the call DBINT FK
arrived at the peripheral.
NULL
UserToUser ISDN User to User information for a private network varchar(131) NULL
call.
532
All Tables
Termination_Call_Variable

NULL
Option
Variable1 First of five variables used for call segmentation. varchar(40) NULL
Can also contain data entered during call wrap-up.
(Maps to Aspect variable A.)
Variable2 Call segmentation variable (maps to Aspect variable varchar(40) NULL

B).

C).

D).

E).
Variable6 Call segmentation variable. varchar(40) NULL
WorkTime The cumulative number of seconds of after-call work DBINT NULL

time associated with the call. After-call work
includes post-call activities such as completing
paperwork or consulting with associates. Work time
is a completed call time, not an agent state time.
WorkTime is used to calculate Duration in the
Termination_Call_Detail table and HandleTime in
the Unified ICM Service, Route, and Call_Type
tables.
WrapupData Data entered by the agent during call wrap- up. varchar(40) NULL
WorkTime is used to calculate Duration in the
Termination_Call_Detail table and HandleTime in
the Unified ICM Service, Route, and Call_Type
tables.
533
All Tables

Each row records the value of an expanded call variable for a call handled at a peripheral. If the expanded
call variable is an array, one Termination_Call_Variable row is generated for each element of the array.
The system software generates a Termination_Call_Variable record for each enabled persistent expanded call
variable for every call processed at a peripheral.
Related Tables
Expanded_Call_Variable, on page 242 (via ExpandedCallVariableID)
Termination_Call_Detail, on page 518(TCDRecoveryKey maps to Termination_Call_Detail.RecoveryKey)
Table 395: Indexes for Termination_Call_Variable Table
XAK1Termination_Call_Variable clustered, unique, unique key located TCDRecoveryKey, ExpandedCallVariableID,

on PRIMARY ArrayIndex
XIE1Termination_Call_Variable nonclustered located on PRIMARY DateTime
XIE2Termination_Call_Variable nonclustered located on PRIMARY DbDateTime
XPKTermination_Call_Variable nonclustered, unique, primary key RecoveryKey

located on PRIMARY
Table 396: Fields in Termination_Call_Variable Table

NULL
Option
ArrayIndex If the expanded call variable is an array, this DBINT AK-2 NOT
identifies the array element: 0 to N-1, where N is NULL
the size of the array.
DateTime The date and time when the call was routed. DBSMALLDATE IE-1 NOT
NULL
ECCValue The value of the call variable or array element. varchar(255) NULL
ExpandedCallVariableID Identifies the expanded call variable. DBSMALLINT AK-2, FK

NOT
NULL
534
All Tables
Translation_Route

NULL
Option
TCDRecoveryKey The date and time when the call was routed. DBFLT8 AK-2 NOT
NULL
Translation_Route
Each row defines a special route that is used for sending additional information with the call. When the
peripheral receives a call targeted at a translation route, it requests the true route from the CallRouter process.
Use the Translation Route Explorer or Translation Route Wizard to add, update, and delete Translation_Route
records.
Related Tables
Logical_Interface_Controller, on page 270 (via LogicalControllerID)
Translation_Route_Half_Hour, on page 536 (TranslationRouteSkillTargetID maps to
Translation_Route.SkillTargetID)
Table 397: Indexes for Translation_Route Table
XAK1Translation_Route nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XIE1Translation_Route nonclustered located on PRIMARY LogicalControllerID
XPKTranslation_Route clustered, unique, primary key located SkillTargetID

on PRIMARY
Table 398: Fields in Translation_Route Table

NULL
Option
535
All Tables
Translation_Route_Half_Hour

NULL
Option
added/updated.
Description Additional information about the translation route. DESCRIPTION NULL
EnterpriseName An enterprise name for the translation route. This VNAME32 AK-1 NOT
name must be unique among all translation routes NULL
in the enterprise.
LogicalControllerID The Logical Interface Controller associated with the DBSMALLINT FK, IE-1
translation route. NOT
NULL
NULL
Type The type of translation route: DBINT NOT
NULL
• 1 = DNIS
• 2 = CDPD
Provides statistics for each translation route. These statistics are updated every 30 minutes.
Related Tables
Translation_Route, on page 535 (via TranslationRouteSkillTargetID)
Table 399: Indexes for Translation_Route_Half_Hour Table
XAK1Translation_Route_Half_Hour nonclustered, unique, unique key located RecoveryKey

on PRIMARY
XIE1Translation_Route_Half_Hour nonclustered located on PRIMARY DbDateTime
XPKTranslation_Route_Half_Hour clustered, unique, primary key located on DateTime, RoutingClientID,

PRIMARY TranslationRouteSkillTargetID, TimeZone
536
All Tables
Table 400: Fields in Translation_Route_Half_Hour Table

NULL
Option
AvgRoutesInUseToHalf Average number of routes in use in the last half hour. DBINT NULL
AvgRouteTimeToHalf Average time (in seconds) to successfully complete DBINT NULL

a translation route for a routing client.
ConfigErrorsToHalf The number of times the router finds configuration DBINT NULL
error during a translation route for a routing client.
the interval. NULL
MaxRoutesInUseToHalf Maximum number of routes used in a translation DBINT NULL

routing for a routing client in the half hour interval.
MaxRouteTimeToHalf Maximum time (in seconds) to successfully complete DBINT NULL

a translation route for a routing client.
PGTimeOutsToHalf The number of times PG times out the translation DBINT NULL
route for a routing client. Not applicable for
translation route to VRU.
RecoveryKey Unique record identifier. DBFLT8 AK1 NOT

NULL
RoutedToHalf The number of times translation route is completed DBINT NULL
successfully.
RouterTimeOutToHalf The number of times router times out the translation DBINT NULL
route for a routing client.
RoutingClientID The unique identifier of the routing client. DBSMALLINT PK, FK

NOT
NULL
to the west of UTC.
TranslationRouteSkillTargetID The unique identifier of the translation route. DBINT PK, FK

NOT
NULL
UnAvailableToHalf The number of times router cannot find available DBINT NULL
route in a translation route for a routing client.
537
All Tables
Trunk

NULL
Option
UsedToHalf The number of times translation route is used to send DBINT NULL
calls to VRU or agent peripheral to a routing client.
Trunk
Each row describes a trunk associated with a peripheral. Trunks are grouped by the Trunk Group table.
Use the Trunk bulk configuration tools to add, update, and delete Trunk records.
Related Table
Trunk_Group, on page 539 (via TrunkGroupID)
Vru_Port_Map, on page 559 (via TrunkID)
Table 401: Indexes for Trunk Table
XAKTrunk nonclustered, unique, unique key TrunkGroupID, TrunkNumber

located on PRIMARY
XPKTrunk clustered, unique, primary key located TrunkID

on PRIMARY
Table 402: Fields in Trunk Table

NULL
Option
CircuitProvider The carrier that provides the circuit. VNAME32 NULL
added/updated.
TrunkGroupID Foreign key from the Trunk Group table. DBINT AK-1, FK
NOT
NULL
TrunkID A unique identifier for the trunk. DBINT PK NOT
NULL
538
All Tables
Trunk_Group

NULL
Option
TrunkNumber Trunk number as understood by the peripheral. DBINT AK-1 NOT
NULL
TrunkType Type of trunk. To see the list of values, see Trunk DBSMALLINT NOT
Type, on page 629. NULL
Trunk_Group
Each row defines a group of trunks. A peripheral determines how to handle a call based on the DNIS and the
trunk group on which it arrives.
Use the Trunk Group bulk configuration tools to add, update, and delete Trunk_Group records.
Related Tables
Trunk_Group_Five_Minute, on page 541 (via TrunkGroupID)
Trunk_Group_Half_Hour, on page 542 (via TrunkGroupID)
Trunk_Group_Real_Time, on page 543 (via TrunkGroupID)
Trunk, on page 538 (via TrunkGroupID)
Table 403: Indexes for Trunk_Group Table
XAK1Trunk_Group nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XAK2Trunk_Group nonclustered, unique, unique key PeripheralID, PeripheralNumber

located on PRIMARY
XIE1Trunk_Group nonclustered located on PRIMARY NetworkTrunkGroupID
XPKTrunk_Group clustered, unique, primary key located TrunkGroupID

on PRIMARY
539
All Tables
Trunk_Group
Table 404: Fields in Trunk_Group Table

NULL
Option
ConfigParam A string of parameters the system software sends to varchar NULL

the peripheral to initialize the trunk group.
added/updated.

NULL
• Y = Yes
• N = No
Description Additional information about the trunk group. DESCRIPTION NULL
EnterpriseName An enterprise name for the trunk group. This must VNAME32 AK-1 NOT
be unique among all trunk groups in the enterprise. NULL
Extension The extension number for the trunk group (used by VTELNO10 NULL
the Definity ECS ACD).
NetworkTrunkGroupID Optionally, the network trunk group to which this DBINT FK, NULL
trunk group belongs.
PeripheralID Foreign key from the Peripheral table. DBSMALLINT AK-2, FK

NOT
NULL
PeripheralName Trunk group name as given by the peripheral. VNAME32 NOT
NULL
PeripheralNumber Trunk group number as given by the peripheral. DBINT AK-2 NOT
NULL
TrunkCount The number of trunks in the trunk group. If the value DBINT NOT
is -1 (the default), the system software determines NULL
the number of trunks in the group dynamically by
examining the Trunk table. Do not change this value
unless the Trunk data are not reliable.
TrunkGroupID Unique identifier for this trunk group. DBINT PK NOT

NULL
540
All Tables
Trunk_Group_Five_Minute
Trunk_Group_Five_Minute
Contains information about a trunk group collected during each five-minute interval.
The system software generates Trunk_Group_Five_Minute records for each trunk group.
Related Table
Table 405: Indexes for Trunk_Group_Five_Minute Table
XAK1Trunk_Group_Five_Minute nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XPKTrunk_Group_Five_Minute clustered, unique, primary key located DateTime, TrunkGroupID, TimeZone

on PRIMARY
Table 406: Fields in Trunk_Group_Five_Minute Table

NULL
Option
AllTrunksBusyToHalf Total time, in seconds, during the current half-hour DBINT NULL
interval that all trunks in the group were busy.

NULL
to the west of UTC.
TrunkGroupID Foreign key from the Trunk Group table. DBINT PK, FK
NOT
NULL
541
All Tables
Trunk_Group_Half_Hour

NULL
Option
TrunksIdle Number of non-busy trunks in the group at the end DBINT NULL
TrunksInService Number of trunks in this trunk group in service at DBINT NULL

the end of the five-minute interval.
Trunk_Group_Half_Hour
Contains information about a trunk group collected during each 30-minute interval.
The system software generates Trunk_Group_Half_Hour records for each trunk group.
Related Table
Table 407: Indexes for Trunk_Group_Half_Hour Table
XAK1Trunk_Group_Half_Hour nonclustered, unique, unique key RecoveryKey

located on PRIMARY
XIE1Trunk_Group_Half_Hour nonclustered located on PRIMARY DbDateTime
XPKTrunk_Group_Half_Hour clustered, unique, primary key located DateTime, TrunkGroupID, TimeZone

on PRIMARY
Table 408: Fields in Trunk_Group_Half_Hour Table

NULL
Option
AllTrunksBusyToHalf Total time, in seconds, during the half-hour interval DBINT NULL
that all trunks in the group were busy.
CallsAbandonedToHalf Number of calls to the trunk group abandoned during DBINT NULL
CallsInToHalf Number of incoming calls received on the trunk DBINT NULL

group during the half-hour interval.
CallsOutToHalf Number of outbound calls sent on the trunk group DBINT NULL
542
All Tables
Trunk_Group_Real_Time

NULL
Option
half-hour interval. NULL
InServiceTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in service during the half-hour interval.
InUseInboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were used for inbound calls during the half-hour
interval.
InUseOutboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were used for outbound calls during the half-hour
interval.

NULL
to the west of UTC.
NOT
NULL
TrunksIdle Number of non-busy trunks in the group at the end DBINT NULL
of the half-hour interval.
TrunksInService Number of trunks in the group in service at the end DBINT NULL
of the half-hour interval.
Contains real time information about each trunk group.
543
All Tables
The system software generates a Trunk_Group_Real_Time record for each trunk group.
Related Table
Table 409: Indexes for Trunk_Group_Real_Time Table
XPKTrunk_Group_Real_Time nonclustered, unique, primary key TrunkGroupID

located on PRIMARY
Table 410: Fields in Trunk_Group_Real_Time Table

NULL
Option
AllTrunksBusyHalf Total number of seconds during the current half-hour DBINT NULL
interval that all trunks in the group were busy.
AllTrunksBusyToday Total number of seconds since midnight that all DBINT NULL
trunks in the group were busy.
CallsAbandonedHalf Number of calls to the trunk group abandoned in DBINT NULL

queue during the current half-hour interval.
CallsAbandonedToday Number of calls to the trunk group abandoned in DBINT NULL

CallsInHalf Number of inbound calls received on the trunk group DBINT NULL
CallsInNow Number of inbound calls currently in progress on DBINT NULL

the trunk group.
CallsInToday Number of inbound calls received on the trunk group DBINT NULL
since midnight.
CallsOutHalf Number of outbound calls received on the trunk DBINT NULL

group during the current half-hour interval.
CallsOutNow Number of outbound calls currently in progress on DBINT NULL

the trunk group.
CallsOutToday Number of outbound calls received on the trunk DBINT NULL

group since midnight.
last updated. NULL
InServiceTimeHalf Aggregate number of seconds trunks in the group DBINT NULL

have been in service during the current half-hour
interval.
544
All Tables
User_Formula

NULL
Option
InServiceTimeToday Aggregate number of seconds trunks in the group DBINT NULL
have been in service since midnight.
InUseInboundTimeHalf Aggregate number of seconds trunks in the group DBINT NULL

have been in use for inbound calls during the current
half-hour interval.
InUseInboundTimeToday Aggregate number of seconds trunks in the group DBINT NULL

have been in use for inbound calls since midnight.
InUseOutboundTimeHalf Aggregate number of seconds trunks in the group DBINT NULL

have been in use for outbound calls during the
InUseOutboundTimeToday Aggregate number of seconds trunks in the group DBINT NULL

have been in use for outbound calls since midnight.
NOT
NULL
TrunksIdle Number of non-busy trunks in the group now. DBINT NULL
TrunksInService Number of trunks in the trunk group in service now. DBINT NULL
User_Formula
page 636.
Each row describes a custom function. A custom function is a shorthand for an expression. It may, optionally,
accept parameters. The expression associated with the function is stored in the User_Formula_Equation table.
Use the Script Editor to create, modify, and delete custom functions.
Related Table
User_Formula_Equation, on page 546 (via UserFormulaID)
Table 411: Indexes for User_Formula Table
XAK1User_Formula clustered, unique, unique key located EnterpriseName

on PRIMARY
XPKUser_Formula nonclustered, unique, primary key UserFormulaID

located on PRIMARY
545
All Tables
User_Formula_Equation
Table 412: Fields in User_Formula Table

NULL
Option
added/updated.
Description Additional information about the function. DESCRIPTION NULL
EnterpriseName An enterprise name for the function. Custom VNAME32 AK-1 NOT
function names always begin with "user". NULL
Length The number of bytes in the expression for the DBINT NOT
function. NULL
ParamCount The number of parameters the function accepts. DBINT NOT

NULL
UserFormulaID A unique identifier for the function. DBINT PK NOT
NULL
User_Formula_Equation
page 636.
Each row contains all or part of the expression associated with a custom formula.
Use the Script Editor to add, modify, and delete custom formulas.
Related Table
User_Formula, on page 545 (via UserFormulaID)
Table 413: Indexes for User_Formula_Equation Table
XPKUser_Formula_Equation clustered, unique, primary key located UserFormulaID, RowOrder

on PRIMARY
Table 414: Fields in User_Formula_Equation Table

NULL
Option
EquationString The expression string. varchar(255) NULL
546
All Tables
User_Group

NULL
Option
RowOrder Specifies the order of strings for a formula. A DBINT PK NOT
formula may have one or more strings. NULL
UserFormulaID Foreign key from the User_Formula table. DBINT PK, FK

NOT
NULL
User_Group
Lists the groups of users to which specific access rights apply. A record in this table can represent a group of
users (with multiple associated records in the User_Group_Member table) or a single user (with a single
associated record in the User_Group_Member table).
Use Configuration Manager to create, update, and delete user groups.
Related Tables
Class_Security, on page 182 (via UserGroupName)
Feature_Control_Set, on page 244 (via via FeatureSetID)
Global Security Control (via UserGroupID)
Object_Security, on page 301 (via UserGroupName)
Sec_Group, on page 421 (via UserGroupID)
Sec_User, on page 422 (via UserGroupID)
User_Group_Member, on page 549 (via UserGroupName)
User_Supervisor_Map, on page 550 (via UserGroupID)
Table 415: Indexes for User_Group Table
XAK1User_Group clustered, unique, unique key located UserGroupName

on PRIMARY
XIE1User_Group nonclustered located on PRIMARY CustomerDefinitionID
XPKUser_Group nonclustered, unique, primary key UserGroupID

located on PRIMARY
547
All Tables
User_Group
Table 416: Fields in User_Group Table

NULL
Option
CustomerDefinitionID Identifies the customer associated with the user DBINT FK, IE-1
group. NULL
added/updated.
Description Additional information about the group. DESCRIPTION NULL
DomainName The FQDN of the domain to which the user belongs. VARCHAR(190) NULL
(Domain FQDN)
FeatureSetID Identifies a feature set from the Feature_Control_Set DBINT FK NULL

Table.
ReadOnly Valid options include: DBCHAR NOT

NULL
• Y = Read-only user
• N = Normal user
ServiceProvider Valid options include: DBCHAR NOT

NULL
• Y = Service provider or normal customer
• N = Service bureau customer.
Note This field is no longer used.
UserGroupID A unique identifier for the group. DBINT PK NOT

NULL
UserGroupName The name of a user or a group. varchar(64) AK-1 NOT
NULL
UserGroupType The type of the group: char(1) NOT
NULL
• U = for an individual user
• G = for a group of users.
UserGuid A unique global ID from Active Directory. Varchar(64) NULL
UserName The user logon name of the user (Username portion Varchar(64) NULL
of the User's UserPrincipalName).
548
All Tables
User_Group_Member
User_Group_Member
Lists the specific users that are members of each user group. If the group is of type "U" then it has a single
User_Group_Member record. If the group is of type 'G' is can have multiple User_Group_Member records.
A single user can be a member of multiple user groups.
Use Configuration Manager to create, update, and delete User Group Member records.
Related Table
Table 417: Indexes for User_Group_Member Table
XAK1User_Group_Member clustered, unique, unique key located UserName, UserGroupName

on PRIMARY
XIE1User_Group_Member nonclustered located on PRIMARY UserName
XPKUser_Group_Member nonclustered, unique, primary key UserGroupMemberID

located on PRIMARY
Table 418: Fields in User_Group_Member Table

NULL
Option
added/updated.
UserGroupMemberID A unique identifier for the record. DBINT PK NOT

NULL
UserGroupName The group to which the member belongs. varchar(64) AK-1 NOT
NULL
UserName The username as registered with SQL Server. varchar(64) AK-1, IE-1
NOT
NULL
549
All Tables
User_Security_Control
User_Security_Control
Specifies the security access that individual users have to specific objects. The system software builds this
table from the data in the other security tables.
Related Tables
Ids, on page 254 (via ObjectType + ObjectID)
User_Group_Member, on page 549 (via UserName)
Table 419: Indexes for User_Security_Control Table
XIE1User_Security_Control nonclustered located on PRIMARY UserName
XIE2User_Security_Control nonclustered located on PRIMARY UserGroupID
XPKUser_Security_Control clustered, unique, primary key located ObjectType, ObjectID, UserName

on PRIMARY
Table 420: Fields in User_Security_Control Table

NULL
Option
AccessLevel The level of access that the user has for the object. DBINT NOT
To see values. see Access Levels, on page 591. NULL
ObjectID Together with ObjectType, identifies the object. DBINT PK NOT

NULL
ObjectType Together with ObjectID, identifies the object. DBINT PK, FK
NOT
NULL
UserGroupID Foreign key from the User_Group table. DBINT IE-2 NOT
NULL
UserName The SQL Server username of the user. varchar(64) PK, IE-1
NOT
NULL
User_Supervisor_Map
550
All Tables
User_Variable
Used to allow an agent to log in as a Supervisor. When an agent logs in as a Supervisor, an entry for the agent
is created in the User Group table to allow the agent login.
Related Table
Table 421: Indexes for User_Supervisor_Map Table
XAK1UserSupervisorMap nonclustered, unique, unique key AgentSkillTargetID

located on PRIMARY
XPKUserSupervisorMap clustered, unique, primary key located UserGroupID, AgentSkillTargetID

on PRIMARY
Table 422: Fields in User_Supervisor_Map Table

NULL
Option
AgentSkillTargetID The identifier for the SkillTargetID for an agent that DBINT PK, AK-1
is a supervisor. NOT
NULL
Note The SupervisorAgent field for this agent
must be Y.
UserGroupID The identifier for the user. DBINT PK, FK

NOT
Note The UserGroupType for this user must
NULL
be U.
User_Variable
page 636.
Contains the definitions of user variables. You can optionally associate a variable with an object type (such
as service or skill group). The system software then creates an instance of the variable for each object of that
type (for example, for each service or each skill group). You can set and reference variables within scripts. If
a variable is persistent, its value is stored in the Persistent_Variable table.
Use the User Variable list tool to create, update, and delete definitions of user variables.
Related Table
Persistent_Variable, on page 316 (via UserVariableID)
551
All Tables
User_Variable
Table 423: Indexes for User_Variable Table
XAK1User_Variable nonclustered, unique, unique key ObjectType, VariableName

located on PRIMARY
XPKUser_Variable clustered, unique, primary key located UserVariableID

on PRIMARY
Table 424: Fields in User_Variable Table

NULL
Option
DataType Indicates the type of the variable: DBSMALLINT NOT

NULL
• 0 = Long
• 1 = Float
• 2 = Char
• 3 = Date
added/updated.
Description Additional information about the variable. DESCRIPTION NULL
Instance Not currently used. DBCHAR NOT

NULL
ObjectType The type of object with which the variable is DBSMALLINT AK-1 NOT
associated. For the list of values, see Object Types: NULL
User Variable, on page 608.
Persistent Indicates whether to preserve the value of the DBCHAR NOT

variable between script invocations. Stored as a NULL
character:
• Y = yes
• N = no
ReportingMethod Not currently used. DBSMALLINT NOT

NULL
UserVariableID A unique identifier for the variable. DBINT PK NOT
NULL
552
All Tables
Version

NULL
Option
VariableName The name of the variable. User variable names must VNAME32 AK-1 NOT
begin with "user". NULL
Version
A system table containing a single row which indicates the current version of the system database schema
installed in the central and local databases. This table is maintained by the system software installation process.
Table 425: Indexes for Version Table
XIE1Version nonclustered located on PRIMARY Major
Table 426: Fields in Version Table

NULL
Option
AWMinor The incremental version number of the local DBINT NOT
database schema on the AW. For example, if the NULL
version is 1.3, this value is 3.
CCMinor The incremental version number of the central DBINT NOT

database schema. For example, if the version is 1.2, NULL
this value is 2.
IPCCMinor Control version of preconfigured items for DBINT NOT

Simplified Unified CCE Deployments. NULL
Major The number of the major version; for example, if DBINT IE-1 NOT
the version is 1.2, this value is 1. NULL
View_Column
on page 636.
Describes how the system software interprets one column of imported schedule data.
Related Table
553
All Tables
View_Column
ICR_View, on page 253 (via ICRViewID)
Table 427: Indexes for View_Column Table
XAK1View_Column nonclustered, unique, unique key ICRViewID, ColumnNumber

located on PRIMARY
XAK2View_Column nonclustered, unique, unique key ICRViewID, ViewName

located on PRIMARY
XPKView_Column clustered, unique, primary key located ViewColumnID

on PRIMARY
Table 428: Fields in View_Column Table

NULL
Option
BaseName The name used for the column in the system from VNAME32 NULL
which it imported.

ColumnNumber Indicates the position of the column within the DBINT AK-1 NOT
Schedule Import table. NULL
added/updated.
Description Additional information about the column. DESCRIPTION NULL
Edit Indicates whether the View_Column record can be DBCHAR NOT

modified. Stored as a character: NULL
• Y = yes
• N = no
ICRViewID Identifies the view to which the column belongs. DBINT AK-1,
AK-2, FK
NOT
NULL
Mask Indicates which bit positions to use in the value. An DBINT NULL
AND operation is applied to the mask value and the
field value.
Shift The number of bit positions to shift the value to the DBINT NULL
left.
554
All Tables
Vru_Currency

NULL
Option
ViewColumnID A unique identifier for the column. DBINT PK NOT
NULL
ViewName The name used for the column within the system VNAME32 AK-2 NOT
software. NULL
Vru_Currency
This is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 588). For database
rules, see VRU Micro-applications Tables, on page 640.
This table contains a list of currencies supported by VRU micro-applications.
Related Table
Vru_Defaults, on page 556 (via CurrencyID)
Table 429: Indexes for Vru_Currency Table
XAK1Vru_Currency nonclustered, unique, unique key CurrencyName

located on PRIMARY
XPKVru_Currency clustered, unique, primary key located CurrencyID

on PRIMARY
Table 430: Fields in Vru_Currency Table

NULL
Option
CurrencyID A unique identifier. DBINT PK NOT

NULL
555
All Tables
Vru_Defaults

NULL
Option
CurrencyName Specifies the currency supported by the VRU varchar(10) AK-1 NOT
micro-application: NULL
• 1 = U.S. Dollar (default)
• 2 = Euro
• 3 = Pound Sterling
• 4 = French franc
• 5 = Deutschmark
• 6 = Lira
• 7 = Peseta
• 0 = Other
added/updated.
Vru_Defaults
This table contains a single row of data that contains the default values for a particular VRU micro-application.
Related Tables
Vru_Locale, on page 558 (via LocaleID)
Vru_Currency, on page 555 (via CurrencyID)
Table 431: Indexes for View_Defaults Table
XAK1Vru_Defaults nonclustered, unique, unique key EnterpriseName

located on PRIMARY
XPKVru_Defaults clustered, unique, primary key located VruDefaultsID

on PRIMARY
556
All Tables
Vru_Defaults
Table 432: Fields in Vru_Defaults Table

NULL
Option
AppMediaLib A path to library of application media files/prompts varchar(255) NULL
specific to a set of related Unified ICM scripts.
(Example: customer menus.) The default entry is
app.

CurrencyID The currency supported by VRU micro-applications. DBINT FK NOT

The default value is 1, CURRENCY_DOLLAR. NULL
added/updated.
Description A description of the row. There is no default value DESCRIPTION NULL

in this field.
DTMFTermKey DTMF Termination key: char(1) NOT

NULL
0-9 (digits)
* (asterisk)
# (pound sign, the default)
N (no termination key)
EnterpriseName A unique name for the enterprise. VNAME32 AK-1 NOT

NULL
InterDigitTimeout The number of seconds a caller is allowed between DBINT NOT
entering digits. If exceeded, the system times-out. NULL
Valid options are the digits 1-99 (default: 3).
InvalidEntryTries Number of times ISN repeats the Get Digits cycle DBINT NOT
when the caller enters invalid data. (Total includes NULL
the first cycle.) Valid options are the digits 1-9
(default: 3).
LocaleID A combination of language and country specifying DBINT FK NOT

the language the VRU micro-application executes NULL
in:
• en-us = U.S. English (default)
• en-gb = Great Britain English
• es-es = European Spanish
• es-mx = Mexican Spanish
557
All Tables
Vru_Locale

NULL
Option
MediaServerSet Base URL for all media files used in the VRU script. varchar(255) NOT
The default value is file:../MediaFiles NULL
NoEntryTimeout The number of seconds a caller is allowed to begin DBINT NOT

entering digits. If exceeded, the system times-out. NULL
NoEntryTries Number of times ISN repeats the Get Digits cycle DBINT NOT
when a caller doesn't enter any data after being given NULL
the prompt. (Total includes first cycle.)
SystemMediaLib A path to library of system media files/prompts for varchar(255) NULL

individual digits, months, default error messages,
etc. The default entry is sys.
VruDefaultsID A unique identifier. DBINT PK NOT

NULL
Vru_Locale
This table contains a list of locales (a locale is a combination of language and country) supported by VRU
micro-applications.
Related Table
Vru_Defaults, on page 556 (via LocaleID)
Table 433: Indexes for Vru_Locale Table
XAK1Vru_Locale nonclustered, unique, unique key Locale

located on PRIMARY
XPKVru_Locale clustered, unique, primary key located LocaleID

on PRIMARY
558
All Tables
Vru_Port_Map
Table 434: Fields in Vru_Locale Table

NULL
Option
added/updated.
Locale A combination of language and country specifying varchar(10) AK-1 NOT

the language the VRU micro-application executes NULL
in:
• en-us = U.S. English (default)
• en-gb = Great Britain English
• es-es = European Spanish
• es-mx = Mexican Spanish
LocaleID A unique identifier. DBINT PK NOT

NULL
Vru_Port_Map
In cases where ACD and VRU PIMs are controlled by the same PG, the VRU_Port_Map table is used to
specify how VRU ports map to ACD ports or trunks.
Use the VRU Port Map and Bulk Insert tool to map VRU ports to ACD ports or trunks.
Related Table
Trunk, on page 538 (via TrunkID)
Table 435: Indexes for Vru_Port_Map Table
XPKVru_Port_Map clustered, unique, primary key located TrunkID

on PRIMARY
559
All Tables
Vru_Port_Map
Table 436: Fields in Vru_Port_Map Table

NULL
Option
ACDPeripheralID The ID of ACD peripheral if Type is 1. DBSMALLINT NULL
ACDPort The ACD port if Type is 1. VNAME32 NULL
ACDTrunkID The ID of the ACD trunk if Type is 0. DBINT NULL
TrunkID The ID of the VRU trunk to be mapped. DBINT PK, FK

NOT
NULL
Type The type of VRU-to-ACD mapping: DBINT NOT
NULL
• 0 = A VRU trunk-to-ACD trunk mapping
• 1 = A VRU trunk-to-ACD port mapping.
560
CHAPTER 3
Tables by Group
• Overview, on page 561
• Blended Agent (Outbound Option), on page 561
• Contact Sharing, on page 563
• Device, on page 564
• Enterprise, on page 567
• Media Routing, on page 569
• Precision Queue, on page 570
• Security, on page 579
• Skill Target, on page 581
• System, on page 585
• User Preferences, on page 587
• VRU Micro-application, on page 588
• Tables Reserved for Future Use, on page 588
Overview
This section explains major areas of the schema. Tables are arranged in logical groups based on their domains
and interrelationships.
For each section, you can find:
• an illustration that maps the connections among tables in that group
• links to detailed information on each individual table in the group
• a link to the database rules for the group
For details on the columns in each table, see All Tables.
Blended Agent (Outbound Option)

This figure depicts the tables in the Blended Agent (Outbound Option) category and their connections.
561
Tables by Group
Blended Agent (Outbound Option)
In this graphic:
• A single box represents a single table.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.
Figure 1: Blended Agent
To see database rules for tables in the Blended Agent group, see Blended Agent Tables (Outbound Option),
on page 631.
Tables that hold Blended Agent (Outbound Option) data are listed below.
• Blended_Agent_Options, on page 90
• Campaign_Half_Hour, on page 152
• Campaign_Query_Rule, on page 153
• Campaign_Query_Rule_Half_Hour, on page 156
• Campaign_Query_Rule_Real_Time, on page 162
• Campaign_Skill_Group, on page 171
562
Tables by Group
Contact Sharing
• Campaign_Target_Sequence, on page 173

• Dialer, on page 206
• Dialer_Half_Hour, on page 216
• Dialer_Port_Map, on page 222
• Dialer_Port_Real_Time, on page 223
• Dialer_Skill_Group_Half_Hour, on page 229
• Dialer_Skill_Group_Real_Time, on page 232
• Import_Rule_Clause, on page 260
• Import_Rule_History, on page 262
• Import_Rule_Real_Time, on page 263
• Query_Rule_Clause, on page 341
Contact Sharing
This figure depicts the tables in this category and their connections.
In this graphic:
Figure 2: Contact Sharing
563
Tables by Group
Device
• A box with a + plus sign represents a subcategory of table with related detail: Peripheral and Trunk
Group.
relationship.
Figure 3: Contact Sharing
To see database rules for these tables, see Contact Sharing Tables, on page 633.
Tables in the Contact Sharing category include the following:
• Contact_Share_Group, on page 190
• Contact_Share_Group_Member, on page 191
• Contact_Share_Queue, on page 191
• Contact_Share_Rule, on page 192
Device
In this graphic:
• A box with a + plus sign represents a subcategory of table with related detail: Peripheral and Trunk
Group.
relationship.
564
Tables by Group
Device
Figure 4: Device
To see database rules for these tables, see Device Tables, on page 633.
Tables in the Device category include the following:
• Agent_Targeting_Rule, on page 63
• Agent_Targeting_Rule_Member, on page 66
• Agent_Targeting_Rule_Range, on page 67
• Dial_Number_Plan, on page 204
• Logical_Interface_Controller, on page 270
• Network_Trunk_Group, on page 290
• Network_Trunk_Group_Half_Hour, on page 291
• Network_Trunk_Group_Real_Time, on page 293
• Peripheral, on page 302 See the section below for Peripheral Detail tables.
• Peripheral_Default_Route, on page 306
• Physical_Controller_Half_Hour, on page 319
• Physical_Interface_Controller, on page 321
• Routing_Client, on page 388
• Routing_Client_Five_Minute, on page 392
• Trunk, on page 538
• Trunk_Group, on page 539 See the section below for Trunk Group Detail tables.
565
Tables by Group
Peripheral Detail
• Vru_Port_Map, on page 559
Peripheral Detail
The figure below illustrates the tables in the Peripheral Detail subcategory.
Figure 5: Peripheral Detail
These tables are:

• Agent_Distribution, on page 25
• Peripheral, on page 302
• Peripheral_Monitor, on page 309
• Peripheral_Real_Time, on page 311
Trunk Group Detail

The figure below illustrates the tables in the Trunk Detail subcategory.
566
Tables by Group
Enterprise
Figure 6: Trunk Details
These tables are:

• Trunk_Group, on page 539
• Trunk_Group_Five_Minute, on page 541
• Trunk_Group_Half_Hour, on page 542
• Trunk_Group_Real_Time, on page 543
Enterprise
The figure below shows the relationships among tables in the Enterprise category.
relationship.
567
Tables by Group
Enterprise
Figure 7: Enterprise
To see database rules for these tables, see Enterprise Tables, on page 634.
Tables that hold Enterprise data are listed below.
• Enterprise_Route, on page 234
• Enterprise_Route_Member, on page 235
• Enterprise_Skill_Group_Member, on page 239
• Enterprise_Service_Member, on page 237
• Service_Array, on page 425
568
Tables by Group
Media Routing
• Service_Array_Member, on page 427
Media Routing
The figure below shows the relationships among the tables in the Media Routing category.
relationship.
Figure 8: Media Routing Tables
To see Database rules for the Media Routing tables, see Media Routing Tables, on page 634.
Media Routing Tables are listed below:
• Application_Instance, on page 81
• Application_Path, on page 82
• Application_Path_Member, on page 84
• Application_Path_Real_Time, on page 84
• Media_Class, on page 283
• Media_Routing_Domain, on page 284
569
Tables by Group
Precision Queue
Precision Queue
This figure depicts the tables in the Precision Queue category and their connections.
Figure 9: Precision Queue Tables
In this graphic:
relationship.
Tables that hold Precision Queue data are listed below:

• Agent_Real_Time
• Agent_Skill_Group_Interval
• Agent_Skill_Group_Real_Time
• Call_Type_SG_Interval
• Precision_Q_Real_Time_Table
• Precision_Queue_Step
• Precision_Queue_Term
• Router_Queue_Interval
• Skilll_Group
• Skill_Group_Interval
• Termination_Call_Detail
570
Tables by Group
Precision Queue Detail
Precision Queue Detail

The figure below illustrates the tables in the Precision Queue Detail subcategory.
Figure 10: Precision Queue Detail
Route
In this graphic:
• A box with a + plus sign represents a subcategory of table with related detail: Route Detail.
relationship.
571
Tables by Group
Route
Figure 11: Route Tables
To see Database Rules for Route Tables, see Route Tables, on page 635.
Tables that hold Route data are listed below.
• Announcement, on page 70
• Dialed_Number_Label, on page 202
• Expanded_Call_Variable, on page 242
• Label, on page 265
572
Tables by Group
Route
• Network_Event_Detail, on page 287

• Network_Target, on page 289
• Network_Vru, on page 295
• Network_Vru_Bank, on page 296
• Peripheral_Target, on page 315
• Route_Call_Detail, on page 357
• Route_Call_Variable, on page 364
• Scheduled_Target, on page 409
• Scheduled_Target_Real_Time, on page 411
• Termination_Call_Detail, on page 518
• Termination_Call_Variable, on page 533
Route Detail Tables

The figure below illustrates the tables in the Route Details subcategory.
Figure 12: Route Details Tables
Route Detail Tables are:

• Route_Real_Time, on page 374
• Route_Five_Minute, on page 365
• Route_Half_Hour, on page 369
573
Tables by Group
Schedule
Schedule
This figure depicts the tables in this category.
In this graphic:
relationship.
Figure 13: Schedule Tables
To see Database Rules for Schedule Tables, see Schedule Tables, on page 636.
574
Tables by Group
Script
Tables that hold Schedule data are listed below.

• Schedule_Map, on page 405
• Schedule_Report, on page 406
• Schedule_Report_Input, on page 407
• Schedule_Import, on page 401
• Schedule_Import_Real_Time, on page 403
• Import_Schedule, on page 265
• Import_Log, on page 255
• ICR_View, on page 253
• View_Column, on page 553
Script
This figure depicts the tables in this category.
In this graphic:
• A box with a + plus sign represents a subcategory of table with related detail: Call Type, Region, and
Script.
relationship.
575
Tables by Group
Script
Figure 14: Script Tables
To see database rules for these tables, see Script Tables, on page 636.
Script Tables are listed below
• Application_Gateway_Connection, on page 75
• Application_Gateway_Half_Hour, on page 79
• Application_Gateway_Globals, on page 77
• Call_Type_Map, on page 116
• Call_Type_Real_Time, on page 129
• Customer_Definition, on page 194
• Customer_Options, on page 195
• Default_Call_Type, on page 196
• Dialed_Number_Map, on page 203
• ICR_Instance, on page 249
• ICR_Node, on page 252
• Persistent_Variable, on page 316
576
Tables by Group
Call Type Detail

• Script_Table_Column, on page 420
• User_Formula_Equation, on page 546
• User_Variable, on page 551
Call Type Detail

The figure below illustrates the tables in the Call Type subcategory.
Figure 15: Call Type Tables
These tables are:

Region Detail
The figure below illustrates the tables in the Region Detail subcategory.
577
Tables by Group
Script Detail
Figure 16: Region Detail Tables
Region Detail Tables are listed below:

• Region_Member, on page 348
• Region_Prefix, on page 349
• Region_View_Member, on page 354
• Region_View, on page 350
Script Detail
The figure below illustrates the tables in the Script Detail subcategory.
578
Tables by Group
Security
Figure 17: Script Detail
Script Detail Tables are listed below:

• Script_Cross_Reference, on page 413
• Script_Data, on page 414
• Script_Five_Minute, on page 415
• Script_Print_Control, on page 416
• Script_Real_Time, on page 418
Security
The figure below shows the relationships among tables in the Security category.
relationship.
579
Tables by Group
Security
Figure 18: Security Tables
To see database rules for these tables, see Security Tables, on page 637.
Tables that hold Security data are listed below.
• Business_Entity, on page 97
• Class_Access_Xref, on page 180
• ClassID_To_ObjectType, on page 183
• Class_List, on page 181
• Class_Security, on page 182
• Feature_Control_Set, on page 244
• Ids, on page 254
• Object_Access_Xref, on page 299
• Object_List, on page 300
• Object_Security, on page 301
• Sec_Group, on page 421
580
Tables by Group
Skill Target
• Sec_User, on page 422

• User_Group_Member, on page 549
• User_Security_Control, on page 550
• User_Supervisor_Map, on page 550
Skill Target
This figure shows the relationships among tables in the Skill Target category. The Agent, Service, Skill Group,
and Skill Group Member tables each have related tables, as indicated by the + (plus signs) in the illustration.
In this graphic:
• A box with a + plus sign represents a subcategory of table with related detail: Agent, Service, Skill Group,
and Skill Group Member.
relationship.
581
Tables by Group
Skill Target
Figure 19: Skill Target Tables
To see database rules for Skill Target tables, see Skill Target Tables, on page 638.
Skill Target tables include the following:
• Agent Table. See the Agent Detail section, below.
• Service Tables. See the Service Detail section, below.
• Service_Member, on page 443
• Skill Group and Skill Group Member Tables. See the Skill Group Detail Section, below.
• Skill_Target, on page 513
• Translation_Route, on page 535
582
Tables by Group
Agent Detail
• Translation_Route_Half_Hour, on page 536
Agent Detail
The figure below illustrates tables in the Agent subcategory.
Figure 20: Agent Tables
Agent Detail tables are listed below:

• Agent_Real_Time, on page 34
• Agent_Event_Detail, on page 26
• Agent_State_Trace, on page 59
• Agent_Team, on page 67
• Agent_Team_Member, on page 69
• Agent_Team_Supervisor, on page 70
583
Tables by Group
Service Detail
Service Detail
The figure below illustrates tables in the Service subcategory.
Figure 21: Service Tables
Service tables include:

• Service_Five_Minute, on page 428
• Service_Real_Time, on page 444
Skill Group Detail

The figures below illustrate tables in the Skill Group and Skill Group Member subcategories.
Figure 22: Skill Group Tables
584
Tables by Group
System
Figure 23: Skill Group Member Tables
Skill Group and Skill Group Member Tables include the following:
• Skill_Group_Five_Minute, on page 465
• Skill_Group_Real_Time, on page 497
• Skill_Group_Member, on page 496
• Agent_Skill_Group_Logout, on page 55
• Agent_Skill_Group_Real_Time, on page 56
System
The figure below illustrates tables in the System category. To see database rules for these tables, see System
585
Tables by Group
System
Figure 24: System Tables
To see database rules for these tables, see System Tables, on page 639.
System Tables are listed below
• Application_Event, on page 71
• AWControl, on page 89
• Config_Message_Log, on page 186
• Controller_Time, on page 193
• Event, on page 240
• ICR_Locks, on page 251
• Logger_Admin, on page 267
• Logger_Meters, on page 268
• Logger_Type, on page 270
• Next_Available_Number, on page 299
• Recovery, on page 343
• Region_Info, on page 347
• Rename, on page 355
• Version, on page 553
586
Tables by Group
User Preferences
User Preferences
The figure below illustrates the relationships among the Uesr Preferences tables.
relationship.
Figure 25: User Preferences Tables
To see database rules for these tables, see User Preferences Tables, on page 639.
User Preferences Tables include the following:
• Cfg_Mngr_App_Snapshot_State, on page 174
• Cfg_Mngr_Globals, on page 175
• Cfg_Mngr_User_Desktop_Snap, on page 176
• Cfg_Mngr_User_Menu, on page 178
• Cfg_Mngr_User_Settings, on page 178
• Cfg_Mngr_View, on page 179
587
Tables by Group
VRU Micro-application
VRU Micro-application
The figure below illustrates the relationships among the VRU Micro-Application tables.
relationship.
Figure 26: VRU Micro-application Tables
For database rules, see VRU Micro-applications Tables, on page 640.

VRU MicroApplication Tables are listed below:
• Vru_Currency, on page 555
• Vru_Defaults, on page 556
• Vru_Locale, on page 558
Tables Reserved for Future Use

Although the following tables have been added to the Unified ICM/Unified CCE Schema, they are reserved
for future use:
• Application_Gateway_License
• Campaign_Half_Hour
• Campaign_Real_Time
• Dialer Skill Group Half Hour
• Dialer Skill Group Real Time
• License_Definition
588
Tables by Group
• License_Real_Time
• Phone_Strategy
• Phone_Strategy_Node
589
Tables by Group
590
CHAPTER 4
Field Values
• Access Levels, on page 591
• AgentState, on page 592
• Application Gateway: Fault Tolerance, on page 593
• Client Type, on page 594
• Customer Options Type, on page 596
• Days, on page 596
• Dialed Number Map: ANIWildCardType, on page 597
• Dialer Detail: CallResult, on page 598
• Dialer Detail: CallStatusZone, on page 599
• Dialer Detail: DialingMode, on page 600
• Event Fields, on page 601
• ICR Locks Fields, on page 601
• LabelType Fields, on page 602
• Logical Interface Controller Fields, on page 602
• Network Vru Type, on page 604
• Port Status, on page 605
• Route Call Detail Fields, on page 605
• Object Types: Security, on page 607
• Object Types: User Variable, on page 608
• Peripheral Real Time Status Field, on page 610
• Reason Codes, on page 611
• Service Fields, on page 613
• Service Real Time: Service Mode Indicator Field, on page 614
• Target Types: Script Cross Reference and Scheduled Report Input, on page 614
• Termination Call Detail: Call Disposition and CallDispositionFlag Fields, on page 618
• Termination Call Detail: Peripheral Call Type, on page 625
• Trunk Type, on page 629
Access Levels
Several tables include an AccessLevel field that indicates the rights a user or group has to access an object or
class.
591
Field Values
AgentState
Access Level Values Meaning
10 Read
20 Reference
30 Maintenance (create, read, update, delete)
AgentState
The Agent Real Time, Agent Skill Group Real Time, and Agent state trace tables ( see Agent_Real_Time,
on page 34, Agent_Skill_Group_Real_Time, on page 56, and Agent_State_Trace, on page 59) use the
AgentState field, which indicates the agent's state.
Note The meaning for this field varies depending on the table that uses it.
Agent State Meaning (Agent_Real_Time / Meaning (Agent_State_Trace)

Values Agent_Skill_Group_Real_Time)
0 Logged Off Logged Off
1 Logged On Logged On
2 Not Ready Not Ready
3 Ready Ready
4 Talking Talking
5 Work Not Ready Work Not Ready
6 Work Ready Work Ready
7 Busy Other Busy Other
8 Reserved Reserved
9 Unknown Call Initiated
10 Calls On Hold Call Held
11 Active Active
12 Paused Paused
13 Interrupted Interrupted
592
Field Values
Application Gateway: Fault Tolerance
Agent State Meaning (Agent_Real_Time / Meaning (Agent_State_Trace)

Values Agent_Skill_Group_Real_Time)
14 Not Active Not Active

Note Not Active is an agent state when the agent
is signed into a nonvoice skill group or
precision queue. This state is the equivalent
of Ready for voice.
The Type field indicates the recurrence pattern of the schedule.
Type Meaning
Values
1 Daily (the DayType field indicates which days of the week)
2 Weekly (the DayType field indicates which days of the week)
3 Biweekly (the DayType field indicates which days of the week)
4 Monthly (the Day field specifies the day of month)
5 Monthly (the DayPosition and DayType fields indicate day of the month)
6 Yearly (the month and day fields specify the day of year)
7 Yearly (the DayPosition, DayType, and Month specify the day of year)
8 Range (the starting and ending date and times specify the range)
Application Gateway: Fault Tolerance

The Fault Tolerance field in the Application Gateway Table (see Application_Gateway, on page 74) takes
these values:
• 0 = none
• 1 = Duplicate Request
Each router will manage a connection to a different host. Each time a scripts initiates a request, both
routers will ask their corresponding host. Both routers will believe the response from whichever host
responds first. This method is the most reliable, but has the added expense of requiring two hosts to
interface to. Even if a host (or a connection) fails, all requests will be satisfied.
• 2 = Alternate Request
Each router will manage a connection to a different host. The routers will take turns, sending half the
requests to the host connected to side A, and the other half to the host connected to side B. If either host
fails, the entire load will be directed to the surviving host. When a host (or connection) fails, some requests
may be lost. This is because by the time the router can figure out that a host is not going to respond, it
is too late to ask the other host and still route the call within the deadline imposed by the network
• 3 = Hot Standby
593
Field Values
Client Type
The hot standby method. Each router will manage a connection to a different host. All requests will be
directed to the designated primary host. If the host (or connection) fails, all requests will be directed to
the backup host. This option may also lose some requests on failures.
Client Type
The Client Type field in the Peripheral (see Peripheral, on page 302) and in the Routing_Client Table (see
Routing_Client, on page 388) takes these values:
• 1 = Avaya DEFINITY ECS (non-EAS)
• 2 = MCI
• 3 = Sprint
• 4 = Aspect
• 5 = Nortel Meridian
• 6= Rockwell Galaxy (without priority enhancements) (Not supported)
• 7=GTN
• 8 = Generic NIC
• 9= Avaya G2
• 10= Rockwell Galaxy (Not supported)
• 11= Rockwell Spectrum (Not supported)
• 12= Avaya DEFINITY ECS (EAS)
• 13= VRU
• 14= British Telecom NIC
• 15= VRU Polled
• 16= INCRP NIC
• 17= Nortel NIC
• 18= DMS 100 (Not Supported)
• 19= Siemens Hicom 300 E (9006) (Not supported)
• 20= France Telecom
• 21= Stentor NIC (Not Supported)
• 22= Ameritech
• 23= BT INAP NIC
• 24 = Siemens ROLM 9751 CBX (9005) (Not supported)
• 25= ICR Protocol NIC
594
Field Values
Client Type
• 26 = Alcatel 4400 (Not supported)

• 27= NEC NEAX 2x00
• 28= ACP 1000
• 29= Avaya Aura Contact Center (AACC)
• 30= Enterprise Agent
• 31= Call Routing Service Protocol (CRSP)
• 32= Ericsson MD110
• 33 = Wireless INAP NIC
• 34= Energis INAP NIC
• 35= AUCS INAP NIC
• 36= Concert NIC
• 37= Deutsche Telecom NIC
• 38= CAIN NIC
• 39= Telfort INAP NIC
• 40= BT V2 NIC
• 41= TIM INAP NIC
• 42= Generic PG
• 43= Reserved
• 44 = GKTMP NIC (Gatekeeper NIC) (Not supported)
• 45 = SS7IN NIC (SS7 Intelligent Network)
• 46 = NTL NIC
• 47 = Media Routing
• 48 = Non-Voice Agent PIM
• 49= UCC Express Gateway
• 50= UCC Enterprise Gateway
• 51 = System PG
• 52 = ARS PIM (Agent Routing Services)
Note ARS PIM is deprecated in release 10.0(1).
595
Field Values
Customer Options Type
Customer Options Type

The Type field in the Customer Options Table (see Customer_Options, on page 195) indicates a type of option
that is enabled or disabled for a customer.
Type Meaning
Values
1 Allow quick-edit of Announcement node
2 Allow quick-edit of Call Type node
3 Allow quick-edit of Caller Entered Digits node
4 Allow quick-edit of Calling Line ID node
5 Allow quick-edit of Dialed Number node
6 Allow quick-edit of Goto Script node
7 Allow quick-edit of Percent Allocation node
8 Allow quick-edit of Requalify node
9 Allow quick-edit of Run VRU Script node
10 Allow quick-edit of Scheduled Select node
11 Allow quick-edit of Switch node
12 Allow quick-edit of Time node
50 Bill for VRU time
51 Customer billing data
Days
Both the Admin Script Schedule Map Table (see Admin_Script_Schedule_Map, on page 14) and the Recurring
Schedule Map Table use values to indicate the day of the week, day of the month, day position, and day type.
596
Field Values
Dialed Number Map: ANIWildCardType
Values Meaning
Day of the Week 0x01 = Sunday

0x02 = Monday
0x04 = Tuesday
0x08 = Wednseday
0x10 = Thursday
0x20 = Friday
0x40 = Saturday
Day of the Month 0 = Applies to every day

1-31 = Specifies the day of month
Day Position 0 = First day of the type in a month

1 = Second day of the type in a month
2 = Third day of the type in a month
3 = Fourth day of the type in a month
4 = Last day of the type in a month
5 = Every day of the type in a month
Day Type 0-6 = Specifies a day (Sunday through Saturday, respectively)

7 = Every day
8 = Every weekday
9 = Every weekend day
Dialed Number Map: ANIWildCardType

The ANIWildCardType field in the Dialed Number Map Table (see Dialed_Number_Map, on page 203)
indicates how the system software should interpret the value given in the ANIWildCard field.
ANIWildCardType Value Meaning
0 Unknown
1 NPA (3-digit match)
2 NPA-NXX (6-digit match)
3 Match (all digits are match)
4 Region
5 All (match all ANIs)
597
Field Values
Dialer Detail: CallResult
ANIWildCardType Value Meaning
6 Prefix
Note If the value is 4, then the ANIWildCard value is ignored and the RegionID value is used.
Dialer Detail: CallResult

The CallResult field in the Dialer Detail (see Dialer_Detail, on page 210) can be populated with the following
values:
System Type Values Meaning
2 Error condition while dialing.
3 Number reported not in service by network.
4 No ringback from network when dial attempted.
5 Operator intercept returned from network when dial attempted.
6 No dial tone when dialer port went off hook.
7 Number reported as invalid by the network.
8 Customer phone did not answer.
9 Customer phone was busy.
10 Customer answered and was connected to agent.
11 Fax machine detected.
12 Answering machine detected.
13 Dialer stopped dialing customer due to lack of agents or network stopped

dialing before it was complete.
14 Customer requested callback.
15 Answering machine requested callback.
16 Call connected with customer was abandoned by the dialer due to lack
of agents.
17 Failed to reserve agent for personal callback.
18 Agent has skipped or rejected a preview call.
19 Agent has skipped or rejected a preview call with the close option.
598
Field Values
Dialer Detail: CallStatusZone
20 Customer has been abandoned to an IVR.
21 Customer dropped call within configured abandoned time.
22 Mostly used with TDM switches - network answering machine, such as

a network voicemail.
23 Number successfully contacted but wrong number.
24 Number successfully contacted but reached the wrong person.
25 Dialer has flushed this record because there is a change in the skillgroup,
or a change in the campaign, or there are no agents available.
26 The number was on the do not call list.
27 Call disconnected by the carrier or the network while ringing.
28 Dead air or low voice volume call.
29 Received message is not supported by voice gateway.
30 Received message is not authorized by voice gateway.
31 Invalid message received by voice gateway.
32 Call cancelled because the dialer lost connection with the Campaign
Manager.
Dialer Detail: CallStatusZone

The CallStatusZone1 and CallStatusZone2 fields in the Dialer Detail (see Dialer_Detail, on page 210) can be
populated with the following values that show the current status of the customer record for the zone.
The values are:
• A = Active. Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a dialer
for dialing
• B = A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when a regular
callback (non personal callback) has been scheduled. The Callback time itself is stored in both the
CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides the individual
zones.
• C = Closed. Record has been closed for that particular zone, so the record will not be retried again for
that zone.
• D=Dialed. Record has been dialed for that particular zone.
• L = Not Allocated. Invalid number used for a Personal Callback.
• J = Agent rejected (closed out the record).
599
Field Values
Dialer Detail: DialingMode
• M = Max Calls. The maximum number of attempts has been reached. Stored in both CallStatusZone1
and CallStatusZone2. A record is set to "M" when it has dialed the maximum times as specified in the
campaign and will not be retried again. Both zones are set to "M" to indicate no further calling in either
zone.
• P = Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any dialing
has taken place. The record remains in the pending state for a particular zone until all of the numbers
specified for that zone are dialed. A pending contact which has already dialed at least one dialer from
its sequence will have at least one CallBackDateTimeXX column filled in with a retry time.
• R = Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled. The retry time
itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number column
CallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be retried for a variety
of reasons including receiving a busy or no answer result, etc.
• S = A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A record
is set to "S" when it has been scheduled for a personal callback. Both zones are set to "S" to indicate that
it has been moved to the personal callback list
• U = Unknown. Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its status
was "A" when the Campaign Manager started. If the Campaign Manager shuts down when a record is
at a dialer, it no longer knows its status when it restarts. Therefore, it will remain in "U" state until the
record is returned to it.
• X = Agent not Available. For a personal callback, the agent is not available, and the reschedule mode is
Abandon. (CallStatusZone1 only)
Dialer Detail: DialingMode

The DialingMode field in the Dialer Detail (see Dialer_Detail, on page 210) can be populated with the following
values that show the campaign mode for the call. This field is NULL for Do Not Call entries.
Values are:
• 1 = Predictive only
• 2 = Predictive blended
• 3 = Preview only
• 4 = Preview blended
• 5 = Progressive only
• 6 = Progressive blended
• 7. = Direct preview only
• 8. = Direct preview blended
600
Field Values
Event Fields
Event Fields
The SystemType field in the Event (see Event, on page 240) indicates the type of system within the system
software that generated the event.
0 Unknown
1 CallRouter
2 Peripheral Gateway (PG)
3 Network Interface Controller (NIC)
4 Administration & DataServer (ADS)
5 Logger
6 Listener
7 CTI Gateway
8 Blended Agent Dialer
Note If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine.
For a CallRouter or Logger, Event.SystemId is always 0.
ICR Locks Fields

The LockType field in the ICR Locak Table (see ICR_Locks, on page 251) indicates a kind of lock.
Table 437: ICR_Locks.LockType Values
Value Meaning
0 Master lock (applies to configuration data and script.
1 Configuration lock (no longer used)
2 Script Lock(applies to an individual script)
3 Application lock (no longer used)
Note If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific machine.
For a CallRouter or Logger, Event.SystemId is always 0.
601
Field Values
LabelType Fields
LabelType Fields
The LabelType field in the Label Table (see Label, on page 265) indicates the type of the routing label.
LabelType Meaning
Values
0 Normal
1 DNIS Override (the system software returns the specific DNIS value to be used with the
label)
2 Busy (instructs the routing client to play a busy signal to caller)
3 Ring (instructs the routing client to play an unanswered ring to caller)
4 Post-Query (instructs the routing client to re-enter its call processing plan at a specific
point)
5 Resource (used internally for special routing client resources, such as a network VRU)
Note Not all label types are valid for all routing client types.
Logical Interface Controller Fields

The LogicalControllerType field uses a subset of the values for Event.SystemType listed in the following
table. The ClientType field indicates the type of peripheral or routing client associated with the controller:
Value Meaning
1 Avaya DEFINITY ECS, without Expert Agent Selection (EAS)

1
2 MCI
3 Sprint
4 Aspect CallCenter
5 Nortel Meridian
6 Rockwell Galaxy without priority enhancements (r1.3)

(Not supported)
2
7 AT&T GTN
8 Generic Network Interface Controller (GenNIC)
602
Field Values
Logical Interface Controller Fields
Value Meaning
9 Avaya G2
10 Rockwell Galaxy (Not supported)
11 Rockwell Spectrum (Not supported)
12 Avaya DEFINITY ECS, with Expert Agent Selection (EAS)
13 Voice Response Unit (VRU)
14 British Telecom NIC
15 Voice Response Unit (VRU), polled
16 INCRP NIC
17 Nortel NIC
18 DMS 100 (Not supported)
19 Siemens Hicom 300 E, 9006 (Not supported)
20 France Telecom
21 Ameritech
22 BT INAP NIC
23 Siemens ROLM 9751 CBX, 9005 (Not supported)
24 ICR Protocol (ICRP) NIC
25 Alcatel 4400 (Not supported)
26 NEC NEAX 2x00
27 ACP 1000
28 AACC.
29 Enterprise Agent
30 Call Routing Service Protocol (CRSP) NIC
31 Ericsson MD110
32 able & Wireless Corp. (CWC) INAP NIC
33 Energis INAP NIC
34 AUCS INAP NIC
35 Concert NIC
36 Deutsche Telecom NIC
603
Field Values
Network Vru Type
Value Meaning
37 CAIN NIC
38 Telfort INAP NIC
39 BT V2 NIC
40 TIM INAP NIC
41 Generic PG
42 CeM
1
This value was also formerly used for the AT&T USS network.
2
This value is for backwards compatibility with ICM software Release 1.3 only.
Network Vru Type

The Type field in the Network Vru Table (see Network_Vru, on page 295) indicates the type of interface the
system software uses to communicate with the VRU.
Type Interface
Values
1 Normal label type and a correlation ID.
2 Normal label type and a DNIS.
3 Resource label type and a correlation ID. The routing client can automatically take back the
call from the VRU when the system software returns a destination label.
4 Resource label type and a DNIS.
5 Resource label type and either a correlation ID or a DNIS.
6 No label, no correlation ID, and no DNIS (call is already at the VRU).
7 Similar to Type 3, but the system software automatically instructs the VRU to release the call
when it sends a destination label to the routing client.
8 Similar to Type 2, but a Type 8 VRU is used when the NAM has a routing client that controls
the call to the VRU.
9 Queuing for Network VRU controlled by the Unified CCE System PG.
10 Simplifies configuration requirements in Unified CVP Comprehensive Model deployments.
604
Field Values
Port Status
Port Status
The values for the Port Status field in the Dialer_Port_Real_Time Table (see Dialer_Port_Real_Time, on page
223) are listed below:
• 290 = port allocated for future dial
• 300 = port released
• 310 = reservation call started
• 320 = agent reserved
• 330 = customer call started
• 340 = customer has been contacted
• 350 = call transferred to agent
• 360 = customer conversation complete
• 370 = agent completed with call
Route Call Detail Fields

This section has values for three fields in the Route_Call_Detail Table (see Route_Call_Detail, on page 357):
RequestType, OriginatorType, and TargetType.
The RequestType field indicates the type of route request processed.
Value Meaning
1 Pre-Routing request
2 Blind transfer or network VRU
3 Announced transfer or MCI 800 call
4 Overflow
5 Re-route
6 Post-Routing request
The OriginatorType field indicates where the route request came from.
Value Meaning
0 Unknown
1 Trunk
2 Teleset
605
Field Values
Route Call Detail Fields
Value Meaning
3 Voice Response Unit (VRU)
4 Trunk Group
The Route Call Detail Target Type is a numeric value representing the execution result of the routing script.
Following is a list of possible values this field (shown in terms of the value, type, and description):
• 0 = resultNone Call routing ended badly.
• 1= resultDefaultRouteCall routing ended using a default route.
• 2= resultRouteAgentCall routing ended with a route to an agent.
• 3= resultRouteService Call routing ended with a route to a service.
• 4= resultRouteGroup Call routing ended with a route to a skill group.
• 5= resultAnnouncementCall routing ended with an announcement.
• 6= resultBusy Call routing ended in a Busy node.
• 7= resultRing Call routing ended in a Ring node.
• 8= resultNone Call routing ended in a Label node.
• 9= resultNetworkDefault Call routing ended in a Termination node using a network default route
• 10 = resultRouteServiceArray Call routing ended with a route to a service array.
• 11= resultMultipleLabels Call routing ended badly.
• 12 = resultScheduledTarget - Call routing ended in a Scheduled Target node(busy link functionality).
• 13= resultDone Only applicable to an AdminScript that ends with no errors.
• 14= resultAborted Call disconnected.
• 15= = resultReleaseCall Call routing ended with a Release Call node.
• 16= resultQueuedTooLong Call routing exceeded the queue limit.
• 17= resultSendAgent Call routing ended with an Agent to Agent node.
• 18 = resultDynamicLabelCall routing ended with a dynamic label node.
• 19= resultDivertDynamicLabels Call routing ended with a divert-on-busy dynamic label.
• 20= resultQueuedDialogFailure The administrator asked to fail queued calls.
• 21= resultRouteAgentAndGroup Call routing ended with a route to an agent in a specified group.
• 22= resultSendPQ Call routing ended with a route to a Precision Queue.
606
Field Values
Object Types: Security
Object Types: Security

Several tables related to security include an ObjectType field that indicates the type of object to which security
is applied.
Object Type Meaning

Values
2000 Dialed Number
2001 Call Type
2002 Peripheral
2003 Trunk Group
2004 Service
2005 Skill Group
2006 Agent
2007 Announcement
2008 Translation Route
2009 Label
2010 Route
2011 Script Table
2012 Business Entity
2013 Master Script
2014 Enterprise Service
2015 Enterprise Skill Group
2016 Schedule
2017 Schedule Source
2018 Agent Desk Settings
2019 Agent Team
2020 Application Gateway
2021 Enterprise Agent Group
2022 Network Trunk Group
2023 Service Array
607
Field Values
Object Types: User Variable
Object Type Meaning

Values
2024 Device Target (deprecated)
2025 Logical Interface Controller
2026 User Variable
2027 User Formula
2028 Schedule Report
2029 Network VRU Script
2030 Scheduled Target
2031 Network VRU
2032 Expanded Call Variable
2033 Campaign
2034 Dialer
2035 Import Rule
2036 Query Rule
2100 System
2101 Network Interface
2102 Peripheral Global
2103 Call
2104 Network/Peripheral

The ObjectType field in the User Variable Table (see User_Variable, on page 551) takes one of these values:
• 0 = Unknown
• 1 = Service
• 2 = Skill Group
• 3 = Agent
• 4 = Translation Route
• 5 = Agent Administration Group
608
Field Values
• 6 = Announcement
• 7 = Call Type
• 8 = Enterprise Service
• 9 = Enterprise Skill Group
• 10 = Region
• 11 = Dialed Number
• 12 = Logical Interface Controller
• 13 = Physical Interface Controller
• 14 = Peripheral
• 15 = Routing Client
• 16 = Trunk Group
• 17 = Route
• 18 = Peripheral Target
• 19 = Label
• 20 = Master Script
• 21 = Script Table
• 22 = Script Table Column
• 23 = Script
• 24 = Schedule
• 25 = ICR View
• 26 = View Column
• 27 = Network Trunk Group
• 28 = Service Array
• 29 = Application Gateway
• 30 = Device Target (deprecated)
• 31 = User Variable
• 32 = User Formula
• 33 = Network VRU Script
• 34 = Scheduled Target
• 35 = Network VRU
• 36 = Skill Group Member
• 37 = Expanded Call Variable
609
Field Values
Peripheral Real Time Status Field
• 38 = Agent Team
• 39 = Campaign
• 40 = Dialer
• 41 = Import Rule
• 42 = Query Rule
• 43 = Campaign Query Rule
• 44 = Dialer Port Map
• 45 = Message Category
• 46 = Message Destination
• 47 = Response Template
Peripheral Real Time Status Field

The Status field in the Peripheral Real Time table (see Peripheral_Real_Time, on page 311) can take these
values:
The current failure state of the peripheral is indicated by the status code:
• 0 = normal operation. The JTAPI Subsystem must be in service and all other subsystems are in service.
• 1 - 31 = failures that do not affect functionality. The JTAPI Subsystem must be in service and some other
subsystems are not in service.
• 32-63 = degraded operation (call routing still possible). The JTAPI Subsystem is in partial service and
all other subsystems are in service.
• 64 = no call processing
The JTAPI Subsystem is out of service and all other subsystems are in service.
• 65 - 127 = failures that prevent call routing
The JTAPI Subsystem is out of service and some other subsystems are not in service.
The JTAPI Subsystem reports "in service" if it can process calls and if all the configuration you specify
can be initialized.
It reports "out of service" if it is not configured, if the CTI Manager is down, or if all of its configuration
could not be initialized.
It reports "partial service" if some of its configuration could be initialize but not all of it.
When we are in a range, the Unified IP IVR simply increases the status by one for each subsystem (except
the JTAPI subsystem) it finds to not be in service.
These values are dependant upon the peripheral connected to the PIM.
All PIMs use the previously discussed status codes, with the exception of the Avaya and the Unified IP
IVR PIMs.
The Email and Web Manager PIM receives its Status values from the Init event and the Status event.
610
Field Values
Reason Codes
The VRU PIM receives its status values from the Init Event, the Status Event, and Poll confirmation.
• The Avaya PIM only uses four failure states:
0 = normal operation.
1 = failures that do not affect functionality.
32 = degraded operation (call routing still possible).
64 = failures that prevent call routing.
Reason Codes
In addition to reason codes that you have defined, the Unified CCE system uses predefined Not Ready and
Logout reason codes. The following tables describe these predefined Not Ready and Logout reason codes.
For more information see the Cisco Unified Contact Center Enterprise Reporting User Guide. Also refer to
the Reason_Code table.
Predefined Not Ready Reason Code
999 A Finesse supervisor forced an agent state change.
50002 A CTI client component failed, causing the agent state

to be displayed as Not Ready. This could be due to
closing the agent desktop application, heartbeat
timeout, or a CTI server client failure (such as
Finesse).
50005 The agent's state was changed to Not Ready because

the agent either answered or made a non-ACD call.
50010 The agent did not receive multiple consecutive calls

routed to him/her. The system makes the agent Not
Ready automatically so that additional calls are not
routed to the agent. By default, the number of
consecutive calls missed before the agent is made Not
Ready is 2.
51004 This reason codes applies if an agent logs onto an

extension which already has a call or if the agent is
on a call when the PG restarts.

the call fails when the agent's phone line rings busy.

the agent did not answer a call and the call was
redirected to a different agent or skill group.
32762 The agent's state was forcibly changed to Not Ready

state to allow Agent to dial from ready state.
611
Field Values
Reason Codes
Predefined Not Ready Reason Code
20001 The agent's state was changed to Not Ready and the
agent was forcibly logged out.
20002 This is the normal logout reason code condition from

Not Ready.
20003 If the agent is not in Not Ready state, a request is

made to place the agent in Not Ready state and then
a logout request is made to log the agent out.
Supervisor Not Ready This code is reserved.
Predefined Logout Reason Code Description
-1 The agent reinitialized due to peripheral restart.
-2 The PG reset the agent, normally due to a PG failure.
-3 An administrator modified the agent's extension while

the agent was logged in.
50002 A CTI client component failed, causing the agent state

to be displayed as logged out. This could be due to
closing the agent desktop application, heartbeat
timeout, or a CTI client failure (such as Finesse).
50003 The agent was logged out because the Unified CM

reported the agent's device as out of service.
50004 The agent was logged out due to agent inactivity as

configured in agent desk settings.
50020 For reskilling operations on active agents, the agent

was logged out of the skill group due to a reskilling
operation that removed the skill group assignment to
that agent. This reason code is used in the
Agent_Event_Detail record and the
Agent_Skill_Group_Logout record to identify the
skill group the agent was removed from (due to the
reskilling operation).
50030 The agent was logged out because the agent was
logged into dynamic device target that was using the
same dialed number (DN) as the PG static device
target.
Note Device target is deprecated.
50040 The mobile agent was logged out because the call
failed.
612
Field Values
Service Fields
Predefined Logout Reason Code Description
50042 The mobile agent was logged out because the phone
line disconnected when using nailed connection mode.
20003 Forces the logout request.
999 A supervisor forced an agent state change to Logout.
Service Fields
The Unified ICM/Unified CCE software can use any of three formulas to calculate the service level for a
service.
The formulas differ in the way they treat calls that were abandoned before the service level threshold expired.
The value of the ServiceLevelType field indicates the type of service level calculation used.
Value Meaning
0 Use default value from Peripheral record.
1 Ignore Abandoned Calls. Remove the abandoned calls from the calculation.
2 Abandoned Calls have negative impact. Treat abandoned calls as though they exceeded the service
level threshold.
3 Abandoned Calls have positive impact. Treat abandoned calls as though they were answered within
the service level threshold.
Note that regardless of which calculation you choose, the system software always tracks separately the number
of calls abandoned before the threshold expired.
In addition to tracking the service level as calculated by the system software, the historical and real-time tables
also track the service level as calculated by the peripheral.
In the Peripheral (see Peripheral, on page 302), the PeripheralServiceLevelType field indicates how the
peripheral itself calculates the service level. Aspect CallCenter ACDs can calculate service level in several
different ways.
Valid options for Aspect types are:
• 4= Service Level as Calculated by Call Center.
If this field is 0 for a service, the system software assumes the default specified for the associated
peripheral.
If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).
If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).
613
Field Values
Service Real Time: Service Mode Indicator Field
Service Real Time: Service Mode Indicator Field

In the Service_Real_Time Table (see Service_Real_Time, on page 444), the ServiceModeIndicator field
indicates the current mode of the service.
Value Meaning
1 Day Service
2 Night Service
3 Closed with Answer
4 Closed with No Answer
5 Transition
6 Open
13 Pilot Status Other
Target Types: Script Cross Reference and Scheduled Report

Input
For the Script Cross Reference table (see Script_Cross_Reference, on page 413) the TargetType field indicates
the type of object referenced by the script. That is, it indicates the table referenced by the
Script_Cross_Reference.ForeignKey field.
For the Scheduled Report Input table (see Schedule_Report_Input, on page 407), the Target Type is a unique
identifier for the report input row.
Target Type Meaning

Values
0 Unknown
1 Service
2 Skill Group
3 Agent
4 Translation Route
5 Agent Administration Group
6 Announcement
7 Call Type
8 Enterprise Service
614
Field Values
Target Types: Script Cross Reference and Scheduled Report Input
Target Type Meaning

Values
9 Enterprise Skill Group
10 Region
11 Dialed Number
12 Logical Interface Controller
13 Physical Interface Controller
14 Peripheral
15 Routing Client
16 Trunk Group
17 Route
18 Peripheral Target
19 Label
20 Master Script
21 Script Table
22 Script Table Column
23 Script
24 Schedule
25 ICR View
26 View Column
27 Network Trunk Group
28 Service Array
29 Application Gateway
30 Device Target (deprecated)
31 User Variable
32 User Formula
33 Network VRU Script
34 Scheduled Target
35 Network VRU
615
Field Values
Target Type Meaning

Values
36 Skill Group Member
37 Expanded Call Variable
38 Agent Team
39 Campaign
40 Dialer
41 Import Rule
42 Query Rule
43 Campaign Query Rule
44 Dialer Port Map
45 Message Category
46 Message Destination
47 Response Template
48 Enterprise Route
49 Person
50 Media Routing Domain Member
51 Media Routing Domain
52 Application Path
53 Peripheral MRD
54 Script Queue Meters
55 Campaign Target Sequence
56 Microapp Defaults
57 Microapp Currency
58 Microapp Locale
59 Object Call
60 Dialer Skill Group
61 ECC Payload
62 Call Type Skill Group
616
Field Values
Target Type Meaning

Values
63 Translation Route Meters
64 Attribute
65 Precision Queue
66 Precision Queue Step
67 Precision Queue Term
68 Precision Queue Step Member
69 Attribute Set
70 Attribute Set Member
71 Precision Queue Member
72 Congestion Control
73 Precision Queue Step Meter
80 Contact Share Group
81 Machine Address
82 Machine Host
83 Machine Service
84 Department
85 Contact Share Rule
86 Contact Share Queue
87 Object Last
Note Target types values 74-79 are not used.
The Script_Cross_Reference.LocalID field indicates the script object that references the target. The
Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced.
617
Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields
TerminationCallDetail:CallDispositionandCallDispositionFlag
Fields
The Termination Call Detail Table (see Termination_Call_Detail, on page 518) has two fields that provide
details on why the call was considered handled, abandoned, and so forth.
The Call Disposition field gives the final disposition of call (or how the call terminated).
• 1 = Abandoned in Network
In Unified ICM, indicates the call was abandoned, or dropped, before being terminated at a target device
(for instance, an ACD, IVR, Desklink, etc.).
In Unified CCE, indicates that the call was routed to an agent but it never arrived or arrived after the
PIM reservation timed-out. (The default timeout is 7 seconds.) An agent will be set to Not Ready if it
misses two consecutive routed calls, Peripheral Call Type will normally be two, and the Call Type ID
and Network Target ID will be filled in.
In Outbound Option, this result code indicates customer phone not in service.
• 2 = Abandoned in Local Queue
In Unified ICM, indicates the call was abandoned in the ACD queue while queued to an ACD answering
resources (for instance, a skill group, voice port, trunk, etc.)
In Unified CCE. Indicates that VRU Peripheral call was abandoned while in the queue (only for VRU
LEG call type).
Note VRU Service Control Queue Reporting has to be enabled.
In Outbound Option, this result code indicates an outbound call was abandoned either by the customer
or dialer.
• 3 = Abandoned Ring
In Unified ICM, indicates the call was abandoned while ringing at a device. For example, the caller did
not wait for the call to be answered but hung up while the call was ringing.
In Unified CCE, indicates that the caller hung up while phone was ringing at the agent desktop.
• 4 = Abandoned Delay
In Unified ICM, indicates the call was abandoned without having been answered but not while ringing
or in a queue. Typically, a call marked Abandoned Delay was delayed due to switch processing. Because
of the delay, the caller ended up dropping the call before it could be answered.
In Unified CCE, indicates that the destination was not connected when the call terminated. This might
mean that:
• The agent logged out
• The agent picked up the phone and then hung up without dialing digits.
618
Field Values
• Route requests were logged on the Cisco Communication Manager PG that were not immediately
redirected to an agent.
• 5 = Abandoned Interflow
In Unified ICM, indicates an interflow call that dropped before the call could be handled by an answering
resource. Interflow calls are calls between ACDs. Abandoned Interflow is supported only by PIMs that
track interflow calls. Currently, this includes only the Aspect CallCenter PIM.
Does not apply to Unified CCE.
• 6 = Abandoned Agent Terminal
In Unified ICM, indicates the call was dropped while being held at an agent device. For example, the
caller is connected to an agent; the agent puts the caller on hold; the caller gets tired of waiting and hangs
up.
In Unified CCE, indicates that the caller hung up while on hold on the Unified CM PG, which generally
indicates a training issue for the agent. On the VRU PG with Service Control Queue reporting checked,
this normally indicates caller abandoned..
• 7 = Short
In Unified ICM, indicates the call was abandoned before reaching the abandoned call wait time. Short
calls are technically abandoned calls, but they are not counted in the Unified ICM CallsAbandoned counts
for the associated service/route. Short calls are, however, counted as offered calls in the CallsOffered
and ShortCall counts.
Note When the short call abandon timer is configured, single step transfers (local
transfers), being blind transfers by definition, have a Call Disposition of 7 (short
call abandon) and a Peripheral Call Type of 4 (transfer)
Also applies to Unified CCE. In addition, route requests would be counted as short calls if so configured.
• 8 = Busy
Not used in Unified ICM.
In Outbound Option, this result code indicates an outbound call resulted in a busy signal.
• 9 = Forced Busy
The call was made busy by the ACD because there were no answering resources available to handle the
call. Currently, only the Avaya Aura PIM supports Forced Busy.
• 10 = Disconnect/drop no answer
Only the Meridian PIMs support the disconnect/drop no answer call disposition. For the Meridian ACD,
disconnect/drop no answer indicates that the ACD performed a "forced disconnect" .Disconnect/drop no
answer calls are counted as either abandoned or short calls in the system software's service and route
tables.
619
Field Values
In Unified CCE, indicates that an agent-initiated call was not answered. (If agent picked up the phone
but did not dial any digits, the CallDisposition would be 4, Abandoned Delay.)
• 11 = Disconnect/drop busy
• 12 = Disconnect/drop reorder
• 13 = Disconnect/drop handled primary route
In Unified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred.
These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables.
In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PG
and handled without a transfer or conference. This call disposition is also used for non-routed calls
handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by the
VRU. However, it does not indicate if the caller abandoned or disconnected the call after the call was
handled by the VRU.
Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail
records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and
ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields
indicate that the caller abandoned the call when the call was at the VRU.
• 14 = Disconnect/drop handled other In Unified ICM and Unified CCE, indicates the call was handled
by a non-agent or unmonitored device (for example, a voice mail system). These calls are counted as
handled calls in Unified ICM schema's service, route, and skill group tables.
• 15 = Redirected / Rejected
In Unified ICM, this indicates the call was redirected such that the PIM no longer can receive events
for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example,
the call might have been redirected to a non-Unified ICM monitored device and then returned to the
switch with a different call ID. The Unified ICM generates the Termination Call Detail record with only
the data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in
the Unified ICM service and route tables.
In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead
of 4 (Abandon Delay) when:
• A call leaves a CTI route point to be sent to an IVR.
• An agent transfers the call to another skillgroup and no agent is available, so the call is sent to an
IVR.
• 16 = Cut Through
Not currently used.
• 17 = Intraflow
Not currently used.
• 18 = Interflow
Not currently used.
620
Field Values
• 19 = Ring No Answer
Not currently used in Unified ICM.
In Unified CCE, this indicates the call wasn't answered by the agent within the Ring No Answer Time
(set in the agent desktop setting in Unified ICM Configuration) or that the call was pulled back because
of no answer as a result of CVP's RNA timeout expiring.
For nonvoice tasks, this indicates a RONA condition. The task was not accepted within the MRD
TaskStartTimeout.
In Outbound Option, this result code indicates an outbound call was not answered in the alloted time.
• 20 = Intercept reorder
In Outbound Option, this result code indicates the Dialer did not receive a ring back from the ACD on
the network.
• 21 = Intercept denial
In Outbound Option, this result code indicates the customer call was intercepted by the operator.
• 22 = Time Out
Supported only by the Avaya ACD Manager PIM. Time out indicates that for an unknown reason the
PIM is no longer receiving events for the call. The Time Out call disposition provides a way to "clean
up" the call since events for the call can no longer be monitored. Time out calls are counted as
TerminatedOther in the Unified ICM service and route tables.
In Outbound Option, this result code indicates the Dialer is unable to detect a dial tone.
• 23 = Voice Energy
In Unified CCE, this indicates the outbound call was picked up by a person or an answering machine.
In Outbound Option, this result code indicates the outbound call was picked up by a person.
• 24 = Non-classified Energy Detected
In Outbound Option, this result code indicates the outbound call reached a FAX machine.
• 25 = No Cut Through
Not currently used.
• 26 = U-Abort
In the Unified ICM, this indicates the call ended abnormally.
In Unified CCE, the Unified CM indicated the call ended due to one of the following reasons: network
congestion, network not obtainable, or resource not available. Such reasons may be due to errors in media
set up.
621
Field Values
In Outbound Option, this result code indicates the outbound call was stopped before the customer picked
up.
• 27 = Failed Software
In Unified ICM, either the PIM detected an error condition or an event did not occur for a call for an
extended period of time. For example, an inbound call with Call ID 1 and associated with Trunk 1 might
be marked failed if the PIM received a different call ID associated with Trunk 1. This would indicate a
missing Disconnect event for Call ID 1.
If no events are being tracked for the call, the call is eventually timed out. The failed call is marked as a
Forced Closed call in the Unified ICM Service and Route tables.
In Unified CCE, generally indicates that Unified CM PG terminated the call because it had exceeded
the time allowed for this state. (The default is 1 hour in the NULL state when agent has been removed,
and 8 hours in the connected state. The value is configurable.)
• 28 = Blind Transfer
In the Unified ICM, a transfer scenario involves a primary call and a secondary call. If the secondary
call is transferred to a queue or another non-connected device, then the primary call (the one being
transferred) is set to Blind Transfer.
In Unified CCE (Unified CM PG), this indicates that the call was transferred before the destination
answered. For Unified ICM (VRU PG), this indicates that the IVR indicated the call was successfully
redirected.
• 29 = Announced Transfer
In Unified ICM andUnified CCE, a transfer scenario involves a primary call and a secondary call. If
the secondary call is connected to another answering device, or is put on hold at the device, then the
primary call (the call being transferred) is marked as Announced Transfer.
• 30 = Conferenced
In Unified ICM and Unified CCE, the call was terminated (dropped out of the conference). Conference
time is tracked in the system software's Skill Group tables for the skill group that initiated the conference.
• 31 = Duplicate Transfer
• 32 = Unmonitored Device
Not currently used.
• 33 = Answering Machine
In Unified ICM, this indicates the call was answered by an answering machine. Does not apply to Unified
CCE.
In Outbound Option, indicates the call was picked up by an answering machine.
• 34 = Network Blind Transfer
In Unified ICM, indicates the call was transferred by the network to a different peripheral. Does not
apply to Unified CCE unless there is an ISN installation.
• 35 = Task Abandoned in Router
622
Field Values
The NewTask dialogue associated with the task was terminated before the Router could send a
DoThisWithTask message to the application instance that issued the NewTask.
• 36 = Task Abandoned Before Offered
This disposition is deprecated beginning in the 11.5(1) release. Nonvoice tasks that RONA increment
disposition 19 instead of 36.
• 37 = Task Abandoned While Offered
This disposition is only defined for multi-session chat tasks. A task is given this disposition if an agent
who is working on one chat session is assigned another chat session, and the customer involved in the
new chat session hangs up before the agent begins chatting with him.
• 38 = Normal End Task
The task was handled by an agent.
Only applies to non-voice tasks.
• 39 = Can't Obtain Task ID
When an application sends the system software an Offer Application Task or Start Application Task
request, it waits for the Unified ICM to send a response containing that Task ID that Unified ICM has
assigned to the task. If OPC is unable to obtain a task ID from the Router (because the Router is down,
or the network connection between OPC and the Router is down), OPC will terminate the task with
disposition 39 "Can't Obtain Task ID".
• 40 = Agent Logged Out During Task
The agent logged out of an MRD without terminating the task.
• 41 = Maximum Task Lifetime Exceeded
The system software did not receive an End Task message for this task within the maximum task lifetime
of the MRD with which the task is associated.
• 42 = Application Path Went Down
The Task Life timed out while the system software was attempting to communicate with the application
instance associated with the task. (This might have occurred either because the application instance was
down, or the network connection between Unified ICM and the application instance was down.)
• 43 = Unified ICM Routing Complete
Not currently used.
• 44 = Unified ICM Routing Disabled
Not currently used.
• 45 = Application Invalid MRD ID
Not currently used.
• 46 = Application Invalid Dialog ID
Not currently used.
• 47 = Application Duplicate Dialogue ID
Not currently used.
623
Field Values
• 48 = Application Invalid Invoke ID

Not currently used.
• 49 = Application Invalid Script Selector
The task was rejected because of an invalid Script Selector in the Task Routing request.
• 50 = Application Terminate Dialogue
Not currently used.
• 51 = Task Ended During Application Init
The application instance notified the system software that a task that existed prior to the loss of connection
was not initialized by the application once connection was restored.
• 52 = Called Party Disconnected.
CD 52 expected when called party disconnects, with CVP being the routing client.
• 53 = Partial call
This code simplifies the process of distinguishing interim from final TCD records at reporting or extract
time.
Records that contain this CallDisposition code are considered interim records.
OPC will be changed to set a new "PartialCall" EventCause when it receives a GEO_NewTransaction_Ind
message from any PIM, and OPC's EventCauseToDisposition() needs to translate that EventCause to
the new "PartialCall" CallDisposition.
• 54 = Drop Network Consult
A Network Consult was established, and the agent then reconnected.
Note The consult leg would have this disposition for a successful single step transfer.
• 55 = Network Consult Transfer

The Network Consult was established, and then the transfer was completed.
• 57 = Abandon Network Consult
The Network Consult was never established (ringing, but not answered), and the agent gives up and
reconnects.
Note This disposition will also be reported on a consult leg for a successful network
consult transfer.
• 58 = Router Requery Before Answer

Router Received a Requery Event from CVP before the Agent PG indicated the call was answered by
an agent.
• 59 = Router Requery After Answer
624
Field Values
Termination Call Detail: Peripheral Call Type
Router Received a Requery Event from CVP after the Agent PG indicated the call was answered by an
agent.
• 60 = Network Error
Router received a Network Error for a call targeting an agent before the call arrived to the agent.
• 61 = Network Error Before Answer
Router Received a Network Error Event from CVP before the Agent PG indicated the call was answered
by an agent.
• 62 = Network Error After Answer
Router Received a Network Error Event from CVP after the Agent PG indicated the call was answered
by an agent.
• 63 = Task Transfer
The task was transferred. The initiating application sent a new task request to CCE for routing that
includes the task id of the first task.
• 64 = Application Disconnected
Used for single ApplicationPath failures, for ApplicationInstances supporting multiple Client Connections
using the same ApplicationPath (UQ.Path). In this case the Application Path is not considered down,
because the other client instance of the Application is still connected. This occurs when a TaskLive
timeout occurs or and agent logs in again to the ApplicationPath.
• 65 = Task Transferred on Agent Logout
The agent logged out of the MRD with an active task, and the task was transferred.
The CallDispositionFlag field provides detail on the call disposition.

Flags are:
• DBCDF_HANDLED = 1
• DBCDF_ABANDONED = 2
• DBCDF_SHORT = 3
• DBCDF_ERROR = 4
• DBCDF_REDIRECTED = 5
• DBCDF_REQUERY = 6
• DBCDF_INCOMPLETE = 7

The PeripheralCallType field in the Termination Call Detail Table (see Termination_Call_Detail, on page
518) offers information about the type of the call as reported by the peripheral.
Valid settings for this field are:
• 1 = ACD In
625
Field Values
In Unified ICM (VRU PG), all calls are of this type.

In Unified CCE (Unified CM PG), generally indicates that this is a post-route request.
• 2 = Pre-Route ACD In
In Unified CCE, indicates call was routed to this destination so the Unified CM PG has routing information
to associate with the call (router call key, call context).
• 3 = Pre-Route Direct Agent
• 4 = Transfer In
In Unified CCE, indicates the call was transferred from another agent or device. The name value is
misleading because it is used for calls transferred in or out.
• 5 = Overflow In
• 6 = Other In
In Unified CCE, used for inbound calls that do not have route information/call context associated. Applies
to a call coming from an agent from the same peripheral.
• 7 = Auto Out
In Outbound option, indicates a Predictive /Progressive customer call.
• 8 = Agent Out
• 9 = Out
In Unified CCE, indicates call was placed outside the Unified CM cluster or that a network reached
event was received.
• 10 = Agent Inside
• 11 = Offered
• 12 = Consult
• 13 = Consult Offered
• 14 = Consult Conference
• 15 = Conference , Supervisor Barge In
Note Supervisor Barge In is specified as returning a PeripheralCallType of 23, but

currently returns 15, Conference, in the Termination Call Detail Table.
• 16 = Unmonitored
626
Field Values

• 17 = Preview
In Outbound Option indicates a Preview/Callback customer call.
• 18 = Reserved
In Outbound Option indicates a Reservation call.
• 19 = Supervisor Assist
• 20 = Emergency Call
• 21 = Supervisor Monitor
• 22 = Supervisor Whisper
• Supervisor Barge In
Note Supervisor Barge In is specified as returning a PeripheralCallType of 23, but

currently returns 15, Conference, in the Termination Call Detail Table.
• 24 = Supervisor Intercept
• 25 = Task Routed by Unified CCE
Call type for nonvoice tasks routed by Unified CCE.
• 26 = Task Started by Application Instance
Call type for nonvoice tasks started by an agent or application.
• 27 = Reservation Preview
Call type for Outbound Option Reservation calls for Preview mode.
• 28 = Reservation Preview Direct
Call type for Outbound Option Reservation calls for Direct Preview mode.
• 29 = Reservation Predictive
Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode.
• 30 = Reservation Callback
Call type for Outbound Option Reservation calls for Callback calls.
• 31 = Reservation Personal Callback
Call type for Outbound Option Reservation calls for Personal Callback calls.
• 32 = Customer Preview
Call type for Outbound Option Customer calls for Preview mode.
• 33 = Customer Preview Direct
627
Field Values
Call type for Outbound Option Customer calls for Direct Preview mode.
• 34 = Customer Predictive
Call type for Outbound Option Customer calls for Predictive mode and Progressive mode for agent-based
campaigns.
• 35 = Customer Callback
Call type for Outbound Option Customer calls for callback calls.
• 36 = Customer Personal Callback
Call type for Outbound Option Customer calls for personal callback calls.
• 37 = Customer IVR
Call type for Outbound Option Customer calls for Transfer to IVR campaigns.
• 38 = Non-ACD Call
Call type for Multi-Line Agent. Agent placed or received a call on a secondary extension. In an agent
to agent call that includes both an ACD line and a non-ACD line, the ACD line attributes take precedence.
• 39 = Play Agent Greeting
Route request to play an Agent Greeting.
• 40 = Record Agent Greeting
Agent call for recording an Agent Greeting.
• 41 = Voice Callback
Agent call for outbound Voice Callback.
• 42 = Switch Leg
Switch Leg for VRU Peripheral call.
Note Identifies the switch leg of the call at CVP, deployed as a Type 10 VRU.
• 43 = VRU Leg
VRU Leg for VRU Peripheral call.
Note Identifies the VRU leg of the call at CVP, deployed as a Type 10 VRU. (This is
only classified as VRU leg, if Queue Reporting has been enabled for the
corresponding VRU PG, using Peripheral Gateway Setup). If enabled, calls
abandoned in queue will have an Abandoned call disposition for the VRU leg of
the call, instead of a Handled call disposition, which helps in identifying individual
calls that were abandoned while being queued at CVP. The abandoned call
disposition is restricted to only queued calls, and not to Self-service calls.
628
Field Values
Trunk Type
Trunk Type
The Type field in the Trunk Table (see Trunk, on page 538) allows these values to indicate the type of trunk:
• 1 = Local C.O.
• 2 = Foreign Exchange
• 3 = WATS
• 4 = DID/DNIS
• 5 = PRI
• 6 = Tie Line
• 7 = Interflow
629
Field Values
Trunk Type
630
CHAPTER 5
Database Rules
• Blended Agent Tables (Outbound Option), on page 631
• Contact Sharing Tables, on page 633
• Device Tables, on page 633
• Enterprise Tables, on page 634
• Media Routing Tables, on page 634
• Route Tables, on page 635
• Schedule Tables, on page 636
• Script Tables, on page 636
• Security Tables, on page 637
• Skill Target Tables, on page 638
• System Tables, on page 639
• User Preferences Tables, on page 639
• VRU Micro-applications Tables, on page 640
Blended Agent Tables (Outbound Option)

To see a list and an illustration of the Blended Options tables, see Blended Agent (Outbound Option), on page
561.
With the optional Outbound Option feature, you can configure a contact center for automated inbound and
outbound calling activities.
The Blended Agent Options (see Blended_Agent_Options, on page 90) contains all options that are global
to a Blended Agent deployment, such as time parameters for calling a contact.
Campaign and Query Rules
A campaign delivers outgoing calls to agents for a specific purpose or goal. The goal might be to send a
particular message (for example, to invite current clients to take advantage of a new service) or make a
particular query (for example, to inquire about an account).
A query rule is a SQL filter function that selects contact records and associates those records with a campaign.
Contact records are selected from import lists you provide to the Blended Agent software.
The Campaign (see Campaign, on page 143) contains information for all the campaigns defined in a Outbound
Option implementation. (There is a single row for every configured campaign.)
631
Database Rules
Blended Agent Tables (Outbound Option)
The Campaign Half Hour (see Campaign_Half_Hour, on page 152) provides historical reporting for campaign
attributes.
The Campaign Query Rule (see Campaign_Query_Rule, on page 153) is a cross-reference table between the
Campaign table and the Query Rule Table.
The Campaign Skill Group (see Campaign_Skill_Group, on page 171) is a cross-reference table between
Campaign table and the Skill Groups table. It defines the association between skill groups and campaigns.
The Campaign Target Sequence (see Campaign_Target_Sequence, on page 173) contains the target type and
sequence with which numbers are dialed within a campaign.
The Campaign Query Rule Real Time (see Campaign_Query_Rule_Real_Time, on page 162) and Campaign
Query Rule Half Hour (see Campaign_Query_Rule_Half_Hour, on page 156) provide statistics on particular
Campaign-Query Rule combinations.
The Query Rule Clause (see Query_Rule_Clause, on page 341) contains the SQL rules associated with each
query rule. There is a single row for each configured query rule.
The Query Rule (see Query_Rule, on page 339) is a cross-reference table between Query Rule Clause table
and the Import Rule table.
Import Rules
An import rule defines how Blended Agent imports data from an import list into a contact table. The information
in the contact table can then be used to build a dialing list.
An import list is a raw set of customer contacts (in text file format) that can be imported into a contact table
and used to build a dialing list. The import list may also be referred to as an import file or a contact file. The
import list is associated with a particular campaign and query rule.
The Import Rule (see Import_Rule, on page 256) contains a list of all the import rules and their associated
import lists.
The Import Rule Real Time (see Import_Rule_Real_Time, on page 263) and the Import Rule History (see
Import_Rule_History, on page 262) contain statistics on the Outbound Option imports and the success rate of
the imports.
The Import Rule Clause (see Import_Rule_Clause, on page 260) defines the portions of an import list to be
imported by the Blended Agent Import Rule process.
Dialers
The dialer is is used in Outbound Option to define the relationship between skill groups, the ACDs to which
they are connected, and the ports on a dialer board. The settings you assign to the dialer control how it handles
dialing from your location and how it responds to answering machines or human voices. Several database
tables control dialer configuration and record statistics.
The Dialer (see Dialer, on page 206) contains configuration information for each dialer in a Outbound Option
implementation.
The Dialer Port Map (see Dialer_Port_Map, on page 222) maps port numbers on the dialer to the ports on the
ACD, and identifies the ACD stations and their mapping to dialer ports.
Two reporting tables, Dialer Real Time (see Dialer_Real_Time, on page 225) and Dialer Half Hour (see
Dialer_Half_Hour, on page 216) provide statistics for reporting on dialer execution.
Two reporting tables, Dialer Skill Group Real Time (see Dialer_Skill_Group_Real_Time, on page 232) and
Dialer Skill Group Half Hour (see Dialer_Skill_Group_Half_Hour, on page 229) provide reports on campaigns
running on a dialer.
632
Database Rules
Contact Sharing Tables
The Dialer Detail (see Dialer_Detail, on page 210) is a historical table that saves the detailed dialer records
that allow enhanced troubleshooting and tracking of dialer attempts, agent-skipped calls, and termination
codes.
Contact Sharing Tables

To see a list and an illustration of the Contact Sharing tables, see Contact Sharing, on page 563.
A Contact Share Group (see the Contact_Share_Group, on page 190) applies to a group of contact share
precision queues and/or skill groups.
Each Contact Share Group Member (see the Contact_Share_Group_Member, on page 191) contains one or
more contact share queues.
Each Contact Share Queue (see the Contact_Share_Queue, on page 191) maps to either a skill group or a
precision queue using a TargetQueueID.
A Contact Share Rule (see the Contact_Share_Rule, on page 192) applies for all contact share precision queues
or skill groups within a contact share group.
Device Tables
To see a list and an illustration of the Device tables, see Device, on page 564.
A Logical Interface Controller (see Logical_Interface_Controller, on page 270) is either a Peripheral Gateway
(PG) or a Network Interface Controller (NIC) .
Each logical interface controller maps to a Physical Interface Controller (see Physical_Interface_Controller,
on page 321). If NICs are duplexed, each NIC in the duplexed pair maps to a separate Physical Interface
Controller. A duplexed pair of PGs share a single Physical Interface Controller.
A Routing Client (see Routing_Client, on page 388) is a service, such as AT&T, MCI, or Sprint, or a switch
within a private network. If a logical interface controller is a NIC, it has one or more associated routing clients.
If a logical interface controller is a PG, it may have one or more associated routing clients (if peripherals
managed by the PG support Post-Routing)
Each routing client may have one or more associated Dial Number Plans (see Dial_Number_Plan, on page
204).
A Peripheral (see Peripheral, on page 302) is an ACD, PBX, or VRU . Each peripheral is associated with a
Peripheral Gateway.
Trunks
Each peripheral has one or more Trunk Groups (see Trunk_Group, on page 539). The public telephone network
may group trunks differently, so each PG may have one or more Network Trunk Groups (see
Network_Trunk_Group, on page 290).
Each Trunk Group contains one or more Trunks. Each trunk belongs to one trunk group.
Statistics
At Five-Minute intervals status information is produced for each Routing Client (see Routing_Client, on page
388).
633
Database Rules
Enterprise Tables
Statistics are produced for each Trunk Group in Real-Time, at Five-Minute intervals, and every Half-hour.
Statistics are also produced for each Network Trunk Group in Real-Time and at Half-hour intervals.
Each Peripheral can have a Default Route (see Route, on page 355) that is used to account for calls at the
peripheral that are not associated with any other route.
Real-time statistics are generated for each Peripheral.
For some peripheral types, you must specify what entities to collect data for by including them in the Peripheral
Monitor (see Peripheral_Monitor, on page 309).
Multiple PIM Types
The Unified ICM PG can support multiple device types (for example, ACDs and VRUs). Each device type
requires a separate Peripheral Interface Manager (PIM). In cases where ACD and VRU PIMs are controlled
by the same PG, you must specify how VRU ports map to ACD ports or trunks.
Service Level Threshold
The Service Level Threshold (see Service_Level_Threshold, on page 442) contains information on how the
system software calculates the service level. Each row defines the service level threshold default values for
a particular Peripheral-Media Routing Domain pair.
Enterprise Tables
To see an illustration and a list of the Enterprise tables, see Enterprise, on page 567.
Each Route (see Route, on page 355) can belong to one or more Enterprise Routes (see Enterprise_Route, on
page 234).
The Enterprise Route Member (see Enterprise_Route_Member, on page 235) maps Routes to Enterprise Routes.
Each Skill Group (see Skill_Group, on page 461) can belong to one or more Enterprise Skill Groups (see
Enterprise_Skill_Group, on page 238).
The Enterprise Skill Group Member (see Enterprise_Skill_Group_Member, on page 239) maps Skill Groups
to Enterprise Skill Groups.
Each Service (see Service, on page 422) can belong to one or more Enterprise Services (see Enterprise_Service,
on page 236).
The Enterprise Service Member (see Enterprise_Service_Member, on page 237) maps services to enterprise
services.
Each Peripheral Gateway (PG) can have one or more associated Service Arrays (see Service_Array, on page
425).
Each Service Array (see ) Service_Array, on page 425 contains one or more Services (see Service, on page
422); but all services in an array must be from peripherals associated with the same PG.
The Service Array Member (see Service_Array_Member, on page 427) maps Services (see Service, on page
422) to Service Arrays.
Media Routing Tables

To see an illustration and a list of the Media Routing tables, see Media Routing, on page 569.
634
Database Rules
Route Tables
Application_Instance, on page 81 contains configuration data about external application instances. The data
in this table enables the system software to identify application instances and grant them access to the
Configuration Management Service (CMS).
Application_Path, on page 82 defines a path from a registered application instances to a CTI Server.
Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the
system software.
Application_Path_Real_Time, on page 84 provides real-time status and connection data for application paths.
Application_Path_Member, on page 84 defines the Media Routing Domains (MRDs) that use a particular
application path.
Media Class is a combination or single instance of physical media that are to be treated as a single concept
by Unified ICM/Unified CCE software.
Media_Class, on page 283 defines a type of media class. This table is populated initially with default media
classes.
Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a common
communication medium.
Media_Routing_Domain, on page 284 describes a single implementation of a media class. For example, a
media class such as Cisco single-session chat might have one or more Media Routing Domains (MRDs)
defined. These MRDs would all be of the same media class. However, they might be on different servers or
handle slightly different types of requests.
Route Tables
To see an illustration and a list of all tables in the Route category, see Route, on page 571.
Unified ICM/Unified CCE selects a Route (see Route, on page 355) for each call. The route specifies a service
for the call and a skill target to handle the call. A skill target is a service, skill group, agent, or translation
route.
The Network Target (see Network_Target, on page 289) specifies a destination for a call. A network target
can be an Announcement (see Announcement, on page 70), a Peripheral Target (see Peripheral_Target, on
page 315) or a Scheduled Target (see Scheduled_Target, on page 409). A peripheral target is a trunk group on
which to deliver the call and a DNIS value to send with it. A scheduled target is a destination for which the
Unified ICM/Unified CCE knows only the number of scheduled resources and the number of calls in progress.
For each scheduled target, the Unified ICM/Unified CCE maintains Scheduled Target Real Time data.
The routing client presents the Unified ICM/Unified CCE with a Dialed Number (see Dialed_Number, on
page 201). A dialed number can be an 800 number such as 800-555-1234, or a string such as "RTE.007." Each
Dialed Number can have a default route.
A route is associated with one or more Network Targets. The network target has one or more associated
Labels. A label is the string that is passed back to the network to indicate the appropriate target. The Dialed
Number Label (see Dialed_Number_Label, on page 202) indicates which labels are valid for each dialed
number (or you can choose to make all labels valid for a routing client valid for all of that routing client's
dialed numbers).
For each route, statistics are produced in Real Time, every Five Minutes, and every Half-hour.
635
Database Rules
Schedule Tables
A Route Call Detail (see Route_Call_Detail, on page 357) record is produced immediately after the Unified
ICM/Unified CCE determines a route. This records information about the request and the route determined
by the Unified ICM/Unified CCE.
A Termination Call Detail (see Termination_Call_Detail, on page 518) record is produced at the end of each
call. Data for this record comes from the Peripheral Gateway . It provides information about how the call was
handled at the peripheral. The Route Call Detail and Termination Call Detail are linked by the Day and
RouterCallKey fields.
A script may direct a call to a Network VRU (see Network_Vru, on page 295) associated with the routing
client. The script returns a label to the routing client. It may also specify a Network Vru Script (see
Network_Vru_Script, on page 297) to be executed by the VRU.
Schedule Tables
To see an illustration and a list of all tables in the Schedule category, see Schedule, on page 574.
With the optional Schedule Import feature, you can import schedules for each agent, skill group, and service
from a workforce management system.
Schedule, on page 399 contains one entry for each schedule.
Schedule_Import, on page 401 contains the actual scheduling data for various time periods.
Schedule_Import_Real_Time, on page 403 contains the scheduling data that is currently in effect.
Schedule_Source, on page 408 indicates where the data are imported from. Schedule_Map, on page 405 gives
the primary key value for the scheduling data in the source.
ICR_View, on page 253 indicates how the Schedule Import records for a schedule are to be interpreted.
View_Column, on page 553 indicates how to interpret each field in Schedule Import
Import_Schedule, on page 265 defines import processes to be run automatically at specified times.
Import_Log, on page 255 contains information about these import processes.
A schedule may recur daily, weekly, monthly, etc. The Recurring Schedule Map describes a recurrence pattern
for a schedule.
Script Tables
To see an illustration and a list of all tables in the Script category, see Script, on page 575.
The Unified ICM/Unified CCE classifies each incoming call into a Call Type (see Call_Type, on page 98)
based on a Dialed Number Map (see Dialed_Number_Map, on page 203). The mapping considers the dialed
number, caller-entered digits, and calling line ID. The calling line ID can be specified as a specific number,
a wildcard, or a Region (see Region, on page 346) composed of Prefixes. Each routing client may have a
Default Call Type (see Default_Call_Type, on page 196).
A script is a series of steps executed to determine the best route for a call or to perform periodic administrative
actions. You can create several versions of each script. General information about each script is stored in the
Master Script (see Master_Script, on page 281). Specific information about each version is stored in the Script
(see Script, on page 411). The binary representation of the script version is stored in the Script Data (see
Script_Data, on page 414) table. Each Script version has a Cross Reference for each database entity that it
references.
636
Database Rules
Security Tables
A Call Type Map (see Call_Type_Map, on page 116) associates one or more routing scripts to the call type
based on a schedule of when each script is active. An Admin Script Schedule Map (see
Admin_Script_Schedule_Map, on page 14) schedules a periodic administrative script. For each script version,
Real Time and Five-Minute data are produced. Also, Real-Time data are produced for each call type.
You can define User Variables (see User_Variable, on page 551) that you can set and reference in scripts.
Optionally, you can define Persistent Variables (see Persistent_Variable, on page 316) that retain their values
between script invocations. You can also define custom functions that are stored as User Formulas (see
User_Formula, on page 545). The expression associated with a custom function is stored in User Formula
Equation (see User_Formula_Equation, on page 546).
With the optional Gateway feature, a script can communicate with an external application. An Application
Gateway (see Application_Gateway, on page 74) represents such an external application. Each side of the
Central Controller can maintain a separate Connection for each Application Gateway. Unified ICM/Unified
CCE software also maintains Global default values for Application Gateway connections. Half-hour data are
produced for each Application Gateway.
With the optional Gateway SQL feature, a script can query an external database. The tables that can be accessed
are stored in Script Table (see Script, on page 411) and the specific columns in Script Table Column (see
Script_Table_Column, on page 420).
The Script Queue Real Time (see Script_Queue_Real_Time, on page 417) contains data on how tasks are
processed in a script queue.
Security Tables
To see an illustration and a list of all tables in the Security category, see Security, on page 579.
You might choose to restrict access to some objects in the Unified ICM/Unified CCE database to specific
users, specific groups of users, or to a specific entity (such as a division within a company). The enterprise
consists of one or more entities. The Business Entity (see Business_Entity, on page 97) defines the entities
within an enterprise.
The User Group (see User_Group, on page 547) defines groups of users or individual users who have specific
access rights. If a row in the User Group table defines a group, each user who is a member of that group is
configured in the User Group Member (see User_Group_Member, on page 549). Unified ICM/Unified CCE
software also uses the Sec Group (see Sec_Group, on page 421) and Sec User (see Sec_User, on page 422) to
track the state of user groups. The User Supervisor Map (see User_Supervisor_Map, on page 550) is used to
allow an agent to log in as a Supervisor.
The Feature Control Set (see Feature_Control_Set, on page 244) defines the different feature sets that may be
used by different users. One set of features may be mapped to multiple users.
Each individual item for which the Unified ICM/Unified CCE software controls access is an object. The
Object List (see Object_List, on page 300) contains information about these objects. The Ids (see Ids, on page
254) contains information about row-level security for objects. The Object Security (see Object_Security, on
page 301) defines the access that specific user groups have for specific objects.
The User Security Control (see User_Security_Control, on page 550) defines the access that specific users
have for specific objects. The possible access levels for each object are defined in the Object Access Xref
(see Object_Access_Xref, on page 299). The Unified ICM/Unified CCE software uses the Group Security
Control as an intermediate table to build User Security Control records.
A category of objects on which access is controlled is a class. The Class List (see Class_List, on page 181)
defines these categories. The Class Security (see Class_Security, on page 182) specifies the level of access a
637
Database Rules
Skill Target Tables
user group has to a specific class. The access levels that are available for a class are specified in the Class
Access Xref (see Class_Access_Xref, on page 180).
The ClassID To ObjectType (see ClassID_To_ObjectType, on page 183) defines the mapping of classes to
objects.
Skill Target Tables

To see an illustration and a list of the Skill Target tables, see Skill Target, on page 581.
Peripheral Targets
Each peripheral can have many Services (see Service, on page 422), Agents, Skill Groups, and Translation
Routes (see Translation_Route, on page 535). These entities are collectively known as Skill Targets (see
Skill_Target, on page 513).
Each agent can be assigned to an team of agents (see Agent_Team, on page 67). Teams are for monitoring
purposes only; they are not used for routing calls. The Agent Team Member (see Agent_Team_Member, on
page 69) maps agents to teams.
The Agent Team Supervisor (see Agent_Team_Supervisor, on page 70) is a configuration table that specifies
the mapping of supervisors to agent teams.
For agents that are not associated with an ACD, you can define Agent Desk Settings (see Agent_Desk_Settings,
on page 20), which specify features available and how the Unified ICM handles certain state changes for an
agent.
A Person (see Person, on page 317) record provides primary identification and authentication for all system
users, including both agents and administrators.
Each service has one or more associated skill groups. Each skill group can be associated with one or more
service. The Service Member (see Service_Member, on page 443) maps skill groups to services.
Each Skill Group has one or more member agents. Each agent can be associated with one or more skill groups.
The Skill Group Member (see Skill_Group_Member, on page 496) maps agents to skill groups.
For some peripherals, a base Skill Group can have multiple related Skill Groups with different priorities.
Statistics
Real-Time statistics are produced for each Agent (see Agent, on page 16), Skill Group (see Skill_Group, on
page 461), Service (see Service, on page 422, and each Skill Group Member (see Skill_Group_Member, on
page 496).
At Five-Minute intervals statistics are produced for each Skill Group (see Skill_Group, on page 461) and
Service (see Service, on page 422).
Every Half-hour, statistics are produced for each Skill Group (see Skill_Group, on page 461), Service (see
Service, on page 422), and Translation Route (see Translation_Route, on page 535).
For each agent, the Unified ICM/Unified CCE software maintains a State Trace, which tracks the states an
agent has been in. When an agent logs out, the Unified ICM/Unified CCE software creates an Agent Logout
record (see Agent_Logout, on page 33).
638
Database Rules
System Tables
System Tables
To see an illustration and a list of the System tables, see System, on page 585.
Application_Event, on page 71 contains information about application events generated by the Unified
ICM/Unified CCE software. This is a subset of the events reported in the Event table.
AWControl, on page 89 maintains information about the Admin Workstation and its local database.
Config_Message_Log, on page 186 contains database system information.
Controller_Time, on page 193 contains the current time as kept by the Central Controller.
Event, on page 240 contains information about system events generated by the Unified ICM/Unified CCE
software.
ICR_Globals, on page 245 contains some general information about the system.
ICR_Locks, on page 251 contains a row for each database lock currently held.
Logger_Admin, on page 267 maintains information about scheduled administration jobs run on the central
database by the Unified ICM/Unified CCE software.
Logger_Meters, on page 268 contains performance information about the Logger process.
Logger_Type, on page 270 specifies the type of Logger (that is, standard, Customer ICM (CICM)) , or Network
Applications Manager (NAM) and, if the Logger is a NAM Logger, whether or not the NAM is a slave NAM.
Next_Available_Number, on page 299 identifies the next available unique integer ID value for a specific
database table.
Recovery, on page 343 contains internal status about each table in the database.
Region_Info, on page 347 specifies which prefixes and regions are pre-defined by the Unified ICM/Unified
CCE software.
Rename, on page 355 is an internal table.
Version, on page 553 records the current versions of the Unified ICM/Unified CCE schema installed in the
central and local databases.
User Preferences Tables

To see an illustration and a list of the User Preferences tables, see User Preferences, on page 587.
Tables in the User Preferences group are used to create custom tool sets and desktop appearances for users
of the system software.
The "Cfg" tables control the desktop settings, or appearance, of Configuration Manager tool, which allows
users to define desktop settings, and to view, edit, or delete the records of existing desktop settings.
Cfg_Mngr_App_Snapshot_State, on page 174 defines a specific state of the Unified ICM Configuration
Manager that a user has saved. Information from this table is used to reconstruct the Unified ICM Configuration
Manager state when the Administration & DataServer is restarted.
Cfg_Mngr_User_Desktop_Snap, on page 176 retains information on the current Configuration Manager state
for a particular user.
639
Database Rules
VRU Micro-applications Tables
Cfg_Mngr_User_Menu, on page 178 holds information that describes the default and custom menus in use
for each user of the Configuration Manager.
Cfg_Mngr_View, on page 179 holds the information necessary to produce the tree view structure for multiple
default and custom menus within the Unified ICM Configuration Manager.
Cfg_Mngr_User_Settings, on page 178 holds specific Unified ICM Configuration Manager settings for each
user of the Configuration Manager tool. Each row in this table specifies the personal settings for one user (for
example, whether or not the user want to save the Configuration Manager desktop settings in place when
Configuration Manager is closed).
Cfg_Mngr_Globals, on page 175 contains a single record that stores version information about the menu system
that Unified ICM Configuration Manager is currently using.
VRU Micro-applications Tables

To see an illustration and a list of the VRU Micro-Applications tables, see VRU Micro-application, on page
588.
Vru_Currency, on page 555 contains a list of currencies supported by VRU micro-applications.
Vru_Defaults, on page 556 contains a single row of data that contains the default values for a particular VRU
micro-application.
Vru_Locale, on page 558 contains a list of locales (a locale is a combination of language and country) supported
by VRU micro-applications.
640

Ucce B Database Schema Handbook For Cisco

Uploaded by

Copyright:

Available Formats

Ucce B Database Schema Handbook For Cisco

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Ucce B Database Schema Handbook For Cisco

Uploaded by

Copyright:

Available Formats

What is the purpose of this document?

What is the purpose of this document?

What types of tables are described in this document?

What types of tables are described in this document?

Database Schema Handbook for Cisco Unified ICM/Contact Center

Enterprise, Release 11.6(1)

PREFACE Preface xiii

CHAPTER 2 All Tables 9

CHAPTER 3 Tables by Group 561

CHAPTER 4 Field Values 591

Object Types: User Variable 608

CHAPTER 5 Database Rules 631

Change See Date

Updates for Router_Queue_Interval table Router_Queue_Interval, on page 379 October 1, 2017

Change See Date

Initial Release of Document for Release 11.6(1) August 2017

Added the table: System_Capacity_Interval System_Capacity_Interval, on page

Updated the Dialer_Real_Time table with the Dialer_Real_Time, on page 225

Updated the Dialer_Interval table with the Dialer_Interval, on page 220

Added new Deployment Type 16 (UCCE: 2000 Configuration_Limit, on page 183

Updated the calculation for Service Level. Router_Queue_Interval, on page 379

About This Guide

Obtaining Documentation and Submitting a Service Request

Field Alerts and Field Notices

italic font Italic font is used to indicate the following:

< > Angle brackets are used to indicate the following:

The Unified ICM and Unified CCE Databases

Tables Columns and Rows

Key Type Code Description

Unified ICM and MS SQL Server Null Option Description

Unified ICM and MS SQL Server Null Option Description

Real-Time and Historical Data

Call Detail Data

• Dialer_Detail, on page 210

• Network_Vru, on page 295

• Schedule_Map, on page 405

• User_Group, on page 547

Table 1: Indexes for Admin_Script_Schedule_Map Table

index_name index_description index_keys

XPKAdmin_Script_Schedule_Map Primary key MasterScriptID, SequenceNumber

Table 2: Fields in Admin_Script_Schedule_Map Table

Name Description Data Type Keys and

DayOfMonth Indicates to which day of month the schedule DBSMALLINT NOT

Name Description Data Type Keys and

DayPosition In conjunction with DayType, the position of a day DBSMALLINT NOT

DayType Indicates to which day the schedule applies. DBSMALLINT NOT

Description Additional information about the schedule. DESCRIPTION NULL

MasterScriptID The scheduled administrative script. DBINT PK, FK

MonthOfYear Indicates to which month the schedule applies: DBSMALLINT NOT

Recurrence The granularity of the script frequency interval: DBSMALLINT NOT

RecurrenceFreq Specifies how many recurrence intervals occur DBINT NOT

Name Description Data Type Keys and

SequenceNumber Index for schedules associated with a specific master DBINT PK

Type The type of schedule. DBSMALLINT NOT

• Agent_Team_Member, on page 69 (through SkillTargetID)

Table 3: Indexes for Agent Table

index_name index_description index_keys

XPKAgent Primary key SkillTargetID

XAK1Agent_Map Unique key PeripheralID, PersonID