Cisco Unified CCX Database Schema

Guide, Release 8.5(1)

Cisco Unified Contact Center Express and Cisco Unified IP IVR
Release 8. 5(1)

February 2012

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 C O N T E N T S

Preface i

Database Schema 1-1

General Database Concepts 1-1
Tables, Columns, and Rows 1-1
Table Relationships 1-2
Database Table Details 1-2
Overview of Tables 1-3
AgentConnectionDetail 1-4
AgentStateDetail 1-7
AreaCode 1-8
Campaign 1-9
CampaignCSQMap 1-11
CampaignData 1-12
ContactCallDetail 1-13
ContactQueueDetail 1-19
ContactRoutingDetail 1-21
ContactServiceQueue 1-22
CrsApplication 1-24
CrsGroup 1-26
CrsTrigger 1-28
DialingList 1-29
MonitoredResourceDetail 1-33
ProfileIDMapping 1-34
RemoteMonitoringDetail 1-35
Resource 1-37
ResourceGroup 1-39
ResourceSkillMapping 1-40
RmonCSQConfig 1-41
RmonResConfig 1-42
RmonUser 1-43
RtCSQsSummary 1-44
RtICDStatistics 1-45
Skill 1-47
SkillGroup 1-48

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Supervisor 1-49
Team 1-50
TeamCSQMapping 1-51
WorkflowTask 1-52
EEMActiveEmail 1-53
EEMContactEmailDetail 1-54
EEMEmailAgentStateDetail 1-56
EEMEmailStatusDescription 1-57
EEMQueueAgentDetail 1-57
EEMReasonCodeDescription 1-59
EEMStateDescription 1-59
EEMTablesVersion 1-59

INDEX

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The Database Schema Guide for Cisco Unified Contact Center Express (Unified CCX) describes how
data is organized in the Unified CCX databases. This manual provides detailed description of the records
and fields in each database table and enables you to create your own reports.

Audience
This manual is intended for system managers, administrators, and developers who want to create custom
reports using the generally available third-party programs that create reports from databases.

Organization
The “Database Table Details” section on page 2 describes each table in the Unified CCX database. The
descriptions are arranged in the alphabetical order by table name. Each description includes a detailed
explanation of each record in the table. The Index helps you find information in this book.

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Conventions
This manual 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.
• For emphasis. Example:
Do not use the numerical naming convention.
• A syntax value that the user must replace. Example:
IF (condition, true-value, false-value)
• A book title. Example:
See the Cisco Unified CCX Installation Guide.
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.

Related Documentation
The following documents contain additional information about the Unified CCX database and the
information stored in the database:
• Cisco Unified CCX Administration Guide
• Cisco Unified CCX Historical Reports User Guide
• Cisco Unified CCX Historical Reporting Administrator and Developer Guide

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, submitting a service request, and gathering additional
information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and
revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

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 C H A P T E R 1
Database Schema

This manual describes how data is organized in the Unified CCX database. The Unified CCX database
stores the data in the following two types of databases:
• db_cra – Used to store information for historical and real-time reports, including Unified CCX
configuration information, stored procedures, and call statistics.
• db_cra_repository - Used to store information related to prompts, grammars, scripts, and
documents.
All the tables described in this document are in the above two databases.

Note SQL is case-insensitive and the queries written against the database can be in any case. However, you
might have to change the case for the column names depending on the third-party tool that you use for
querying the database. Refer to the documentation for these third-party tools for more information.

The following sections include these topics:

• General Database Concepts, page 1
• Database Table Details, page 2

General Database Concepts

This section provides an overview of some basic database concepts.

Tables, Columns, and Rows

A database contains one or more tables of data. Each table in a database defines a set of columns, which
are called fields. Within each table, the database stores data in rows, which are called records. Each
record (row) contains one value for each field (column) of the table. For example, Figure 2 shows an
example of a Skill table, which contains five fields. This example shows a Skill table with three records.

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Figure 2 Skill Table Fields and Records

Fields

skillID profileID skillName active dateInactive

1 1 Guitar 1 NULL
Records 2 1 Bass 0 2002-06-19 12:02:01.680

79415
3 1 Drum 1 NULL

Database tables and the number and names of their fields are constant. The number of records in a table
and the data that those records contain will vary according your system.

Table Relationships
Related tables in a database share one or more common fields. For example, both the Skill and the
SkillGroup tables include the skillID field. Each record in the Skill table is related to each record in the
SkillGroup table that shares the same skillID value.
Relationships between tables can be one-to-one or one-to-many. For example, because one skill can be
associated with many skill groups, the relationship between the Skill and SkillGroup tables is
one-to-many. On the other hand, each call or call leg has its own set of data about the agent who handled
the call and other information. Therefore, the relationship between the AgentConnectionDetail and
ContactCallDetail table is one-to-one.
Each database table description in this manual is followed by a Related Tables section. These sections
show the fields by which a table is related to other tables. If the fields have different names in each table,
these sections show the mapping.

Database Table Details

This section provides information about Unified CCX system database tables, their records, and their
fields.
Each description provides the following information:
• Database Table Name—Name of the Unified CCX database table.
• Field Name—Name of a field as it appears in the database table.
• Description—Description of the field, including valid values where appropriate.
• Storage—Information about the data in each field as follows:
– Data type used for the field in the database.

Note For storage characteristics and limitations of the data types used for the fields in the databases
refer to "IBM Informix SQL Reference Guide". The date and time in the database fields are
stored in Coordinated Universal Time (UTC).

– Whether the NULL value is valid for the field. “NULL” if the NULL value is or “NOT NULL”
if the NULL value is not valid.

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Note If the NULL value is valid, the database will record a value of -1 for a numeric field and an empty string
for other fields.

– “Primary Key” if the field is a primary key, or part of a primary key, in the database table.

Overview of Tables
The following tables are described in this guide:
• AgentConnectionDetail, page 4, contains records written for calls that are connected to an agent.
• AgentStateDetail, page 7, contains records written when an agent changes state.
• AreaCode, page 8, contains the area code and time zone information used for outbound calls.
• Campaign, page 9 contains records with campaign configuration information.
• CampaignCSQMap, page 11, provides a relationship between campaigns, and Contact Service
Queues (CSQs).
• ContactCallDetail, page 13, contains records written for every incoming, outgoing, or internal call.
• ContactQueueDetail, page 19, contains records written for calls that are queued for CSQs; one
record for each CSQ is queued.
• ContactRoutingDetail, page 21, contains records written for calls that are queued for CSQs; one
record for each call.
• ContactServiceQueue, page 22, contains records written for CSQs configured on the Unified CCX
Administration user interface.
• CrsApplication, page 24, contains records about applications that are uniquely identified by
application name.
• CrsGroup, page 26, contains records about groups that are identified by a combination of group
class name and group ID.
• CrsTrigger, page 28, contains records about triggers that are uniquely identified by trigger name.
• DialingList, page 29, contains records with outbound contacts that need to be dialed for a particular
campaign.
• MonitoredResourceDetail, page 33, contains records written for agents who are monitored by a
supervisor.
• ProfileIDMapping, page 34, contains records written for profiles defined on the Unified CCX
Administration user interface.
• RemoteMonitoringDetail, page 35, contains records written for remote monitoring calls made by a
supervisor.
• Resource, page 37, contains records written for resources (agents) that are configured on the Cisco
Unified Communications Manager (Unified CM) Administration user interface.
• ResourceGroup, page 39, contains records written for resource groups configured on the Unified
CCX Administration user interface.
• ResourceSkillMapping, page 40, is a relationship table between resources and skills.
• RmonCSQConfig, page 41, contains records written for CSQs configured for a supervisor’s remote
monitoring allowed list on the Unified CCX Administration user interface.

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• RmonResConfig, page 42, contains records written for resources configured for a supervisor’s
remote monitoring allowed list on the Unified CCX Administration user interface.
• RmonUser, page 43, contains records written for remote monitoring supervisors configured on the
Unified CCX Administration user interface.
• RtCSQsSummary, page 44, contains real-time statistics for configured CSQs.
• RtICDStatistics, page 45, contains Unified CCX summary statistics.
• Skill, page 47, contains records written for skills configured on the Unified CCX Administration
user interface.
• SkillGroup, page 48, is a relationship table between skills and CSQs.
• Supervisor, page 49, contains records written for supervisors configured on the Unified CCX
Administration user interface.
• Team, page 50, contains records written for teams configured on the Unified CCX Administration
user interface.
• TeamCSQMapping, page 51, is a relationship table between teams and CSQs.
• WorkflowTask, page 52, contains records written for workflow tasks that are executed.
• EEMActiveEmail, page 53, contains one row for each email message being processed by an agent.
• EEMContactEmailDetail, page 54, contains one row for each email message currently in the system.
• EEMEmailAgentStateDetail, page 56, contains one row for each Email state change for an agent.
• EEMEmailStatusDescription, page 57, contains descriptive text (in English only) for each possible
email status.
• EEMQueueAgentDetail, page 57, (associates an agent and an email message, contains one record
for each email message an agent is working on.
• EEMReasonCodeDescription, page 59, contains descriptive text (in English only) for each possible
reason code.
• EEMStateDescription, page 59, contains descriptive text (in English only) for each email state.
• EEMTablesVersion, page 59, contains a single row indicating the version of the EEM database
tables. This is used when upgrading from a previous version.

AgentConnectionDetail
Database table name: AgentConnectionDetail
The Unified CCX system creates a new record in the AgentConnectionDetail table when an agent
disconnects a call or a leg by hanging up or by transferring the call. (A new call leg starts each time that
a call is transferred, except when a call is transferred from a Cisco Computer Telephony Interface [CTI]
port to an agent.)
An AgentConnectionDetail record contains information relating to the agent who handled the call or call
leg.
The AgentConnectionDetail table contains the fields shown Table 1-1.

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Table 1-1 AgentConnectionDetail Table Fields

Field Name Description Storage

sessionID Identifier that the system assigned to the call. This identifier decimal(18, 0)
remains the same for all legs of the call.
NOT NULL
Primary Key
sessionSeqNum Session sequence number that the system assigned to the call smallint
or the leg. Each leg of a call is assigned a new sequence NOT NULL
number.
Primary Key
nodeID Unique identifier assigned to each Unified CCX server in the smallint
cluster. NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record. NOT NULL
Primary Key
resourceID Identifier of the agent who handled the call. int
NOT NULL
Primary Key
startDateTime Date and time that the call or the leg started ringing at the datetime year to
device of an agent. fraction (3)
NOT NULL
Primary Key
endDateTime Date and time that the call or the leg was transferred or datetime year to
disconnected. fraction (3)
NOT NULL
qIndex A new qIndex is created whenever a Unified CCX call is smallint
conferenced to a Unified CCX route point.
NOT NULL
Primary Key
gmtOffset Offset, in minutes, between the local time of the Unified CCX smallint
server and Greenwich Mean Time. As the time information is
NOT NULL
stored in GMT, this field will always be zero.
ringTime Amount of time, in seconds, between the time the call or the smallint
leg first rang at the extension of an agent and one of the NULL
following events:
• The agent answered the call or the leg
• The caller hung up before the call or the leg was answered
• The system retrieved the call or the leg before the call or
the leg was answered
talkTime Amount of time, in seconds, that passed from the time an smallint
agent answered the call or the leg to the time the call or the leg
NULL
was disconnected or transferred, not including hold time.

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Table 1-1 AgentConnectionDetail Table Fields (continued)

Field Name Description Storage

holdTime Amount of time, in seconds, that the call or the leg spent on smallint
hold. NULL
workTime Amount of time, in seconds, that an agent spent in Work State smallint
after the call or the leg. NULL
callWrapupData After-call information that the agent enters through the Agent varchar(40)
Desktop user interface while the agent is in the work state.
NULL
callResult Outcome of the outbound dialer call. smallint
1 = Voice (Customer answered and was connected to agent) NULL
2 = Fax/Modem (Fax machine detected)
3 = Answering Machine (answering machine detected)
4 = Invalid (Number reported as invalid by the network)
5 = Do Not Call (customer does not want to be called again)
6 = Wrong Number (number successfully contacted but
wrong number)
7 = Customer Not Home (number successfully contacted but
reached the wrong person)
8 = Callback (customer requested regular callback)
9 = Agent Rejected (Agent has skipped or rejected a preview
call)
10 = Agent Closed (Agent has skipped or rejected a preview
call with the close option)
11 = Busy (busy signal detected)
12 = RNA (the agent lets the call go ring-no-answer)
20 = OB_XFER is default (the agent transfers or conferences
the outbound call to another agent.
dialinglistid Unique identifier of a contact that is dialed for an outbound int
campaign. Links with DialingList.dialingListID
NULL

Related Tables
• ContactCallDetail, page 13 (via sessionID, sessionSeqNum, nodeID, and profileID)
• ContactRoutingDetail, page 21 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
• ContactQueueDetail, page 19 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
• DialingList, page 29 (via dialingListID)
• MonitoredResourceDetail, page 33 (sessionSeqNum maps to monitoredSessionSeqNum, via
profileID, and nodeID)
• ProfileIDMapping, page 34 (via profileID)
• RemoteMonitoringDetail, page 35 (sessionID maps to monitoredSessionID, via profileID, and
nodeID)

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• Resource, page 37 (via resourceID and profileID)

AgentStateDetail
Database table name: AgentStateDetail
The Unified CCX system creates a new record in the AgentStateDetail table each time the state of an
agent changes. An AgentStateDetail record contains information about the agent and about the event that
caused the agent state change.
The AgentStateDetail table contains the fields shown in Table 1-2.

Table 1-2 AgentStateDetail Table Fields

Field Name Description Storage

agentID Identifier of the agent whose state has changed. int
NOT NULL
Primary Key
eventDateTime Date and time that the agent state changed. datetime year to
fraction (3)
NOT NULL
Primary Key
gmtOffset Offset, in minutes, between the local time of the Unified CCX smallint
server and Greenwich Mean Time. As the time information is NOT NULL
stored in GMT, this field will always be zero.
eventType Event that triggered the agent state change: smallint
1—Log In NOT NULL
2—Not Ready Primary Key
3—Ready
4—Reserved
5—Talking
6—Work
7—Log Out
reasonCode Code, as set up in the Cisco Desktop Administrator, for the smallint
reason that the agent changed to Not Ready State or to Log Out
NOT NULL
State.
Primary Key
Null if a reason code is not configured.
profileID Identifier of the Unified CCX profile that is associated with this int
record. NOT NULL
Primary Key

Related Tables
• ProfileIDMapping, page 34 (via profileID)
• Resource, page 37 (agentID maps to resourceID and via profileID)

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AreaCode
Database table name: AreaCode
The AreaCode table contains a mapping of area codes and their time zones. This table is used as a
reference for populating the gmtPhone and dstPhone columns of the DialingList table. This table is
pre-populated by the Unified CCX system with the data for North America during the installation
process, using a SQL script that the installer invokes. If the Unified CCX is installed in a different
location, administrators can enter the area code and time zone information for that region using Unified
CCX Administration, and the data is stored in this table.
The AreaCode table contains the information shown in Table 1-3.

Table 1-3 AreaCode Table Fields

Field Name Description Storage

profileid Identifier of the profile. int
NOT NULL
Primary Key
createdatetime Default -CURRENT_TIMESTAMP datetime year to
second
NOT NULL
recordid Unique identifier for the record int
NOT NULL
Primary Key
areacode The area code of the call. nvarchar(10)
NOT NULL
Primary Key
regioncode Uses the same data as that of gmtzone. nvarchar(10)
NULL
daylightsavingsenabled Indicates whether daylight savings time is observed. char(1)
• N = Daylight savings time is not observed. NOT NULL
• Y = Daylight savings time is observed.
gmtzone Stores identifiers that internally maps to the GMT offset int
corresponding to the area code.
NULL
privatedata Any fields which are to be used internally only. BLOB
NULL
active Whether the record is active in the system. A record boolean
becomes inactive if the team is deleted from the system. NOT NULL
f = Inactive
t = Active
dateinactive Date of this record was deleted. datetime year to
second
NULL

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Related tables
• DialingList, page 29 (via gmtZonePhone01, gmtZonePhone02, and gmtZonePhone03)
• ProfileIDMapping, page 34 (via ProfileID)

Campaign
Database table name: Campaign
The campaign configuration information is stored in this table. A campaign is associated with one or
more CSQs. This mapping of Campaigns and CSQs is stored separately in CampaignCSQMap table.
The Campaign table contains the fields shown in Table 1-4

Table 1-4 Campaign Table Fields

Field Name Description Storage

recordid A unique identifier for the record. int
NOT NULL
Primary Key
campaignid A unique identifier for the campaign. int
NOT NULL
Primary Key
profileid Identifier of the Unified CCX profile that is associated int
with this record.
NOT NULL
Primary Key
createdatetime Default -CURRENT_TIMESTAMP datetime year to
second
NOT NULL
campaignname Name of the campaign. Must be unique. nvarchar(50)
NOT NULL
enabled 0 = campaign is enabled smallint
1 = campaign is disabled NOT NULL
description A description of the campaign. varchar(50)
NULL
starttime When the campaign starts (based on server time). This is int
stored in minutes. NOT NULL
endtime When the campaign ends (based on server time). This is int
stored in minutes. NOT NULL
cachesize Number of contacts to be retrieved in a batch for dialing int
for this campaign.
NOT NULL
maxattempts Maximum number of attempts made to dial a contact for int
this campaign.
NOT NULL

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Table 1-4 Campaign Table Fields (continued)

Field Name Description Storage

ansmachineretry 0 = Dialer should try dialing a contact again if it reached smallint
an answering machine NOT NULL
1 = Dialer should not try dialing a contact again if it
reached an answering machine
callbacktimelimit The amount of time in minutes before and after the int
scheduled callback time, during which the Dialer attempts NULL
a callback.
missedcallback action Indicates what the Dialer should do if a callback could not int
be placed at the scheduled time:
NULL
0 = reschedule callback to same time the next business day
1 = make an ordinary retry
2 = close record
privatedata Any fields which are used internally only can be stored in BLOB
this column in a blob.
NULL
active Indicates whether the record is active in the system. A boolean
record becomes inactive if the campaign is deleted from
NOT NULL
the system.
f = Inactive
t = Active
dateinactive Date this record was deleted. datetime year to
second
NULL
dialerType The type of the dialer used for the campaign. The dialer smallint
can be any one of the following three types - Predictive,
NOT NULL
Progressive or Preview Outbound.
0 - Direct Preview Dialer
1 - IVR based Predictive Dialer
2 - IVR based Progressive Dialer
Default value = 0
campaignType The campaign type can be IVR-based or ICD-based. smallint
0 - IVR based campaign NOT NULL
1 - Agent based campaign
Default value = 1
campaignCallingNum The campaign calling number that is displayed to the BLOB
contact. This number is used by the outbound IVR dialer. NULL
Note This field will have value only if you have an
Outbound IVR license on top of Unified CCX
premium license in your Unified CCX and the
dialer type is progressive or predictive.

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Table 1-4 Campaign Table Fields (continued)

Field Name Description Storage

applicationTrigger This is the JTAPI trigger associated with this campaign. BLOB
Note This field will have value only if you have an NULL
Outbound IVR license on top of Unified CCX
premium license in your Unified CCX and the
dialer type is progressive or predictive.
applicationName The name of the application associated with the BLOB
above-mentioned JTAPI trigger. NULL
Note This field will have value only if you have an
Outbound IVR license on top of Unified CCX
premium license in your Unified CCX and the
dialer type is progressive or predictive.

Related Tables
• CampaignCSQMap, page 11 (via campaignID)
• ContactCallDetail, page 13 (via campaignID and profileID)
• DialingList, page 29 (via campaignID)
• ProfileIDMapping, page 34 (via profileID)

CampaignCSQMap
Database table name: CampaignCSQMap
The CampaignCSQMap table shows the relationship between campaigns and contact service queues
(CSQs). A new record is created in the CampaignCSQMap table when a campaign is associated with a
CSQ in Unified CCX Administration.
The CampaignCSQMap table contains the fields shown in Table 1-5

Table 1-5 CampaignCSQMap Table Fields

Field Name Description Storage

recordid A unique identifier for the record int
NOT NULL
Primary Key
campaignid A unique identifier for the campaign, from the Campaign int
table. NOT NULL
Primary Key
csqid A unique identifier for the CSQ, from the int
ContactServiceQueue table. NOT NULL
Primary Key

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Table 1-5 CampaignCSQMap Table Fields (continued)

Field Name Description Storage

active Indicates whether the record is active in the system. A record boolean
becomes inactive if the campaign is deleted from the system. NULL
f = Inactive
t = Active
createdatetime Default, CURRENT_TIME_STAMP datetime year to
second
NOT NULL
dateinactive Date this record was deleted. datetime year to
second

Related Tables
• Campaign, page 9 (via campaignID)
• ContactServiceQueue, page 22 (csqID maps to contactServiceQueueID)

CampaignData
Database table name: CampaignData
If you have configured a campaign as an outbound IVR campaign and have chosen Predictive dialer
type, the number of lines per port along with the other parameters are stored in the CampaignData table
every half hour.
The CampaignData table contains the fields shown in Table 1-6.

Table 1-6 CampaignCSQMap Table Fields

Field Name Description Storage

campaignId The campaign for which the data is recorded int
NOT NULL
Primary Key
recordId A unique identifier for the record int
NOT NULL
Primary Key
startDate Start date and time of the interval datetime year to
fraction
NOT NULL
endDate End date and time of the interval datetime year to
fraction
NOT NULL
attemptedCalls The number of attempted calls in the interval int
NOT NULL

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Table 1-6 CampaignCSQMap Table Fields (continued)

Field Name Description Storage

abandonedCalls The number of abandoned calls in the interval int
NOT NULL
voiceCalls The number of voice calls in the interval int
NOT NULL
linesPerPort Lines Per Port value computed depending on the abandoned decimal(8, 3)
calls/voice calls
NOT NULL
active Indicates whether the data stored is for an active campaign boolean
or not.
NOT NULL
f = Inactive
t = Active
dateInactive The date on which this campaign was deleted datetime year to
fraction

Related Tables
• Campaign, page 9 (via campaignID)

ContactCallDetail
Database table name: ContactCallDetail
The Unified CCX system creates a new record in the ContactCallDetail table for each call or call leg
processed by the system. A new call leg starts each time that a call is transferred or redirected, except
when a call is transferred from a Cisco CTI port to an agent.
A ContactCallDetail record contains detailed information about the call or leg. At least one such record
will exist for each call.
The ContactCallDetail table contains the fields shown in Table 1-7.

Table 1-7 ContactCallDetail Table Fields

Field Name Description Storage

sessionID Identifier that the system assigned to the call. This decimal(18, 0)
identifier remains the same for all legs of the call.
NOT NULL
Primary Key
sessionSeqNum Session sequence number that the system assigned to the smallint
call or the leg. Each leg of a call is assigned a new sequence
NOT NULL
number.
Primary Key
nodeID Unique identifier assigned to each server in the cluster. smallint
NOT NULL
Primary Key

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Table 1-7 ContactCallDetail Table Fields (continued)

Field Name Description Storage

profileID Identifier of the Unified CCX profile that is associated with int
this record. NOT NULL
Primary Key
contactType Contact type of the call or the leg: smallint
1—Incoming. Outside call received by the Unified CCX NOT NULL
system.
2—Outgoing. Call originated by the Unified CCX system,
other than a call made within the system.
3—Internal. Call transferred or conferenced between
agents, or a call made within the system.
4—Redirect in.
5—Transfer in.
6—Preview Outbound.
contactDisposition Disposition of the call or the leg. smallint
1—Abandoned NOT NULL
2—Handled
3—Do not care
4—Aborted1
5-22—Rejected
99—Cleared
dispositionReason Reason why the call is aborted or rejected by the system. varchar(100)
NULL
originatorType Originator of the call or the leg: smallint
1—Agent. Call originated by an agent. NOT NULL
2—Device. Call originated by a simulated caller (used for
testing) and an agent phone where the agent is not currently
logged in.
3—Unknown. Call originated by an outside caller through
a gateway or by an unknown device.
originatorID Numeric identifier of the agent who originated the call or int
the leg.
NULL
Used only if originatorType is 1.

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Table 1-7 ContactCallDetail Table Fields (continued)

Field Name Description Storage

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

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Table 1-7 ContactCallDetail Table Fields (continued)

Field Name Description Storage

calledNumber Telephone number of the device to which the call or leg was nvarchar(30)
presented. NULL
If the call or leg was placed to a Unified CCX Route Point,
this field shows the directory number configured in the
Unified CM for that Route Point.
If the call was placed to an external party, this field shows
the telephone number dialed by the caller.
origCalledNumber Telephone number dialed by the caller if the call was placed nvarchar(30)
from an IP phone.
NULL
The Unified CM directory number to which the VoIP
gateway routed the call if the call was placed from outside
the VoIP2 network (for example, from the PSTN3 or a
TDM4 PBX5).
Null if the caller picked up the phone but did not dial any
digits.
applicationTaskID Identifier of the Unified CCX or Cisco Unified IP IVR6 decimal(18,0)
(Unified IP IVR) application task that is associated with the
NULL
call or the leg.
Null for a call that does not have an application associated
with it.
applicationID Identifier of the Unified CCX or Unified IP IVR int
application that processed the call or the leg. NULL
Null for a call or a leg that does not have an application
associated with it.
applicationName Name of the Unified CCX or Unified IP IVR application nvarchar(30)
associated with the call. NULL
Null for a call or a leg that does not have an application
associated with it.
connectTime Amount of time, in seconds, between the start time of the smallint
call or the leg and the end time of the call or the leg.
NULL
customVariable1 Contents of the variable _ccdrVar1, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified
NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
customVariable2 Contents of the variable _ccdrVar2, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified
NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.

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Table 1-7 ContactCallDetail Table Fields (continued)

Field Name Description Storage

customVariable3 Contents of the variable _ccdrVar3, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified NULL
CCX or Unified IP IVR application associated with this call
or this leg invoked.
Null if this variable is not set.
customVariable4 Contents of the variable _ccdrVar4, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
customVariable5 Contents of the variable _ccdrVar5, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified
NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
customVariable6 Contents of the variable _ccdrVar6, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified
NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
customVariable7 Contents of the variable _ccdrVar7, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified
NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
customVariable8 Contents of the variable _ccdrVar8, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
customVariable9 Contents of the variable _ccdrVar9, if this variable is set by varchar(40)
the Set Enterprise Call step in the script that the Unified NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
customVariable10 Contents of the variable _ccdrVar10, if this variable is set varchar(40)
by the Set Enterprise Call step in the script that the Unified
NULL
CCX or Unified IP IVR application associated with this
call or this leg invoked.
Null if this variable is not set.
accountNumber Account number entered by the caller. varchar(40)
NULL

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Table 1-7 ContactCallDetail Table Fields (continued)

Field Name Description Storage

callerEnteredDigits Phone number entered by the caller. varchar(40)
NULL
badCallTag Tag for a bad call. char(1)
Default = N NULL
transfer Was this call leg transferring the call: boolean
t = transfer NULL
f = no
redirect Was this call leg redirecting the call: boolean
t = redirect NULL
f = no
conference Was this a call leg conferencing the call: boolean
t = conference NULL
f = no
flowout When this flag is set, it means this call leg is sent to another boolean
application or destination outside the system. NULL
metServiceLevel Did the call meet the service level: boolean
t = met service level NULL
f = no
Note: Reserved for future use.
campaignID Unique identifier of the campaign that generated this call. int
NULL
OrigProtocolCallRef Unique identifier to identify a call leg that enters the Varchar(32)
Unified CCX system. This is used to trace a call which has
NULL
traversed from some product to the Unified CCX.
DestProtocolCallRef Unique Identifier to identify a call leg that exits the Unified Varchar(32)
CCX system. This is used to trace a call which has traversed
NULL
from Unified CCX to some other product.
CallResult The result of the IVR Call smallint
NULL

1. For aborted calls, the corresponding value in ContactQueueDetail.disposition = 1 (abandoned).

2. VoIP = Voice over Internet Protocol
3. PSTN = Public Switched Telephone Network
4. TDM = Time-Division Multiplexing
5. PBX = Private Branch Exchange
6. IVR = Interactive Voice Response

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Related Tables
• AgentConnectionDetail, page 4 (via sessionID, sessionSeqNum, nodeID, and profileID)
• Campaign, page 9 (via campaignID)
• ContactQueueDetail, page 19 (via session ID, sessionSeqNum, nodeID, profileID)
• ContactRoutingDetail, page 21 (via sessionID, sessionSeqNum, nodeID, and profileID)
• MonitoredResourceDetail, page 33 (sessionSeqNum maps to monitoredSessionSeqNum, via
sessionID, profileID, and nodeID)
• ProfileIDMapping, page 34 (via profileID)
• RemoteMonitoringDetail, page 35 (sessionID maps to monitoredSessionID, via sessionID,
sessionSeqNum, profileID, and nodeID)
• Resource, page 37 (via originatorID/destinationID maps to resourceID when
originatorType/destinationType is 1, via profileID)

ContactQueueDetail
Database table name: ContactQueueDetail
The Unified CCX system writes the record when the call is queued for CSQs; then one of the following
happens:
• Call is abandoned while queued for CSQs
• Call is being dequeued
• Caller is connected to an agent
The Contact Queue Detail table contains the fields shown in Table 1-8.

Table 1-8 ContactQueueDetail Table Fields

Field Name Description Storage

sessionID Identifier that the system assigned to the call. This identifier decimal(18,0)
remains the same for all legs of the call. NOT NULL
Primary Key
sessionSeqNum Session sequence number that the system assigned to the call or smallint
the leg. Each leg of a call is assigned a new sequence number.
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with this int
record.
NOT NULL
Primary Key
nodeID Unique identifier assigned to each server in the cluster. smallint
NOT NULL
Primary Key

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Table 1-8 ContactQueueDetail Table Fields (continued)

Field Name Description Storage

targetID Numeric ID of the CSQ or the agent depending upon the int
targetType. NOT NULL
0—Numeric record ID of the CSQ. (See record ID description in
Primary Key
the Contact Service Queue Table)
1—Numeric agent ID (see resourceID description in the
Resource Table)
targetType Indicates whether the call was queued for a CSQ or for an agent. smallint
0 = CSQ NOT NULL
1 = Agent Primary Key
qIndex A new qIndex is created whenever the Unified CCX call is smallint
conferenced to a Unified CCX route point.
NOT NULL
Primary Key
queueOrder The order of the call in the queue. smallint
NOT NULL
disposition Disposition for this leg of the call for this CSQ. smallint
1
• Abandoned = 1 NULL
• Handled by CSQ = 2
• Dequeued from CSQ = 3
• Handled by script = 4
• Handled by another CSQ = 5
metServiceLevel Call answered within the configured number of seconds of queue boolean
time for this CSQ.
NULL
• Yes = t
• No = f
queueTime Number of seconds the caller spent in queue for this CSQ and smallint
this leg of the call.
NULL
dialinglistid Unique identifier of a contact that is dialed for an outbound int
campaign. Links with DialingList.dialingListID.
NULL
1. For aborted calls, ContactQueueDetail.disposition = 1 and the corresponding ContactCallDetail.contactDisposition = 4
(aborted).

Related Tables
• AgentConnectionDetail, page 4 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
• ContactCallDetail, page 13 (via sessionID, sessionSeqNum, nodeID, and profileID)
• ContactRoutingDetail, page 21 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
• ContactServiceQueue, page 22 (targetID maps to recordID when targetType is 0, via profileID)
• MonitoredResourceDetail, page 33 (sessionSeqNum maps to monitoredSessionSeqNum, via
profileID, and nodeID)

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• ProfileIDMapping, page 34 (via profileID)

• RemoteMonitoringDetail, page 35 (sessionID maps to monitoredSessionID, via profileID and
nodeID)
• Resource, page 37 (targetID maps to resourceID when targetType is 1, and via profileID)

ContactRoutingDetail
Database table name: ContactRoutingDetail
The Unified CCX system creates a new record in the ContactRoutingDetail table for each Unified CCX
call or call leg that is queued for one or more CSQs. A new call leg starts each time that a call is
transferred or redirected, except when a call is transferred from a Cisco CTI port to an agent. The system
also creates a new record in the ContactRoutingDetail table if a call is conferenced to a Unified CCX
script.
A ContactRoutingDetail record contains information about call priority and accumulated queue time.
This differs from the ContactQueueDetail record which shows individual queue time for each CSQ.
The Contact Routing Detail table contains the fields shown in Table 1-9.

Table 1-9 ContactRoutingDetail Table Fields

Field Name Description Storage

sessionID Identifier that the system assigned to the call. This identifier decimal(18, 0)
remains the same for all legs of the call.
NOT NULL
Primary Key
sessionSeqNum Session sequence number that the system assigned to the call smallint
or the leg. Each leg of a call is assigned a new sequence
NOT NULL
number.
Primary Key
nodeID Unique identifier assigned to each server in the cluster. smallint
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record. NOT NULL
Primary Key
qIndex A new qIndex is created whenever the Unified CCX call is smallint
conferenced to a Unified CCX route point.
NOT NULL
Primary Key
origPriority Priority level assigned to the call or the leg when it was first smallint
queued.
NULL
Null if a priority was not assigned.
finalPriority Priority level of the call or the leg when it ended. smallint
Null if a priority was not assigned. NULL

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Table 1-9 ContactRoutingDetail Table Fields (continued)

Field Name Description Storage

queueTime Time, in seconds, that the call or the leg was queued before an smallint
agent picked up the call or the leg. This is the accumulated NULL
queue time perceived by the caller if the call is queued for
more than one CSQ; in contrast, the ContactQueueDetail
record records queue time for each individual CSQ.
startDateTime For an incoming call or a leg, date and time that the call or the datetime year to
leg was queued for the first CSQ. fraction (3)
NOT NULL

Related Tables
• AgentConnectionDetail, page 4 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
• ContactCallDetail, page 13 (via sessionID, sessionSeqNum, nodeID, and profileID)
• ContactQueueDetail, page 19 (via sessionID, sessionSeqNum, nodeID, profileID, and qIndex)
• MonitoredResourceDetail, page 33 (sessionSeqNum maps to monitoredSessionSeqNum, via
profileID, and nodeID)
• ProfileIDMapping, page 34 (via profileID)
• RemoteMonitoringDetail, page 35 (sessionID maps to monitoredSessionID, via profileID, and
nodeID)

ContactServiceQueue
Database table name: ContactServiceQueue
The Unified CCX system creates a new record in the ContactServiceQueue table when a CSQ is set up
in Unified CCX Administration.
A ContactServiceQueue record contains information about the CSQ. One such record exists for each
active and inactive CSQ. When a CSQ is deleted (deactivated), its record still remains in the database
marked as inactive; that is, the active field value is “f”.
The ContactServiceQueue table contains the fields shown in Table 1-10.

Table 1-10 ContactServiceQueue Table Fields

Field Name Description Storage

contactServiceQueueID Numeric identifier of the CSQ. This ID does not change int
when CSQ attributes are changed through the Unified CCX
NOT NULL
Administration user interface.
profileID Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
CSQName Name of the CSQ as set up in Unified CCX Administration. nvarchar(50)
NOT NULL

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Table 1-10 ContactServiceQueue Table Fields (continued)

Field Name Description Storage

resourcePoolType Type of resource pool that is set up in Unified CCX smallint
Administration: NOT NULL
1—Resource groups
2—Resource skills
resourceGroupID If resourcePoolType is 1, unique identifier used to locate int
the associated resource group in the Resource Group table.
NULL
Not used if resourcePoolType is 2.
selectionCriteria Resource pool selection model that is set up in the Unified nvarchar(30)
CCX Administration. NOT NULL
skillGroupID If resourcePoolType is 2, unique identifier used to locate int
the associated skill group in the SkillGroup table.
NULL
Not used if resourcePoolType is 1.
serviceLevel Goal, in seconds, for the maximum time that a caller spends int
in the queue before the call is answered by an agent, as set
NOT NULL
up in Unified CCX Administration.
serviceLevelPercentage Goal for the percentage of calls that meet the service level smallint
that is shown in the serviceLevel field, as set up in Unified NOT NULL
CCX Administration.
active Indicates whether the record is active: boolean
f — Inactive NOT NULL
t — Active
A record becomes inactive if the CSQ is deleted from the
system or if the attributes are changed through the Unified
CCX Administration user interface. When an attribute is
changed, the record is marked inactive; that is, the active
field is changed to “f”, and a new record is created.
autoWork Whether an agent goes to Work State after handling a call boolean
from this CSQ: NOT NULL
f —No
t —Yes
dateInactive If the active field is “f”, date and time that the record datetime year
became inactive. to fraction (3)
NULL
queueAlgorithm Criterion that specifies how contacts are queued, as set up nvarchar(30)
in Unified CCX Administration.
NOT NULL
recordID Identifier of this record. When any CSQ attribute, such as int
service level, is changed through the Unified CCX
NOT NULL
Administration user interface, the record is marked
inactive; that is, the value of the active field changes to “f”, Primary Key
and a new record is created with a new record ID; the
contactServiceQueueID stays the same for that CSQ.

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Table 1-10 ContactServiceQueue Table Fields (continued)

Field Name Description Storage

orderList Reserved for future use. int
NULL
wrapupTime Time in seconds that agent is placed in Work state. smallint
Possible values: NULL
1 – 7200
0 – disabled
prompt The prompt value is used for remote monitoring. The lvarchar (256)
customer can record the name of the CSQ and store it in a
NOT NULL
WAV file. This field contains the name of the WAV file.
privateData Any fields which are used internally only can be stored in BLOB
this column in a blob. NULL
queueType A type of the CSQ. smallint
Possible values: NOT NULL
0 – voice CSQ
1 – email CSQ

Related Tables
• ContactQueueDetail, page 19 (recordID maps to targetID when targetType is 0, and via profileID)
• ProfileIDMapping, page 34 (via profileID)
• RemoteMonitoringDetail, page 35 (recordID maps to origMonitoredID when origMonitoredIDType
is 2, and via profileID)
• ResourceGroup, page 39 (via resourceGroupID and profileID)
• SkillGroup, page 48 (via skillGroupID and profileID)
• TeamCSQMapping, page 51 (contactServiceQueueID maps to csqID, and via profileID

CrsApplication
Database Table Name: CrsApplication
The CrsApplication table records application information. An application is uniquely identified by
applicationName. When an application is created, a new record is inserted into this table. When an
application is modified, the old record is marked as inactive, and a new record is inserted into the table
with a new recordID. When an application is deleted, the corresponding record is marked as inactive.
The CrsApplication table contains the information shown in Table 1-11

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Table 1-11 CrsApplication Table Fields

Field Name Description Storage

record ID Unique numeric ID for each record. Introduced for historical int
reporting purposes.
NOT NULL
Possible values: 1, 2, 3.... Primary Key
profileID The indentifier of the profile int
NOT NULL
Primary Key
applicationID Configurable application identifier. Not unique for an int
application. Exposed for Cisco Unified Intelligent Contact NOT NULL
Management Enterprise (Unified ICME) integration.
Configured on Unified CCX Administration, modifiable.
Possible values: -1, 1, 2, 3...
configClass Represents application configuration class. lvarchar(512)
Possible values: NOT NULL
• com.cisco.app.ApplicationConfig
• ApplicationConfig.class
version Specifies internal configuration schema version. int
Possible values: 1 NOT NULL
configImplClass Represents application configuration implementation class. lvarchar(512)
Possible value: NOT NULL
com.cisco.crs.app.ScriptApplicationConfig
applicationName Name that uniquely identifies the application nvarchar(50)
NOT NULL
applicationType The type of application. nvarchar(128)
Possible values: NOT NULL
• Busy
• Ring-No-Answer
• Cisco Script Application
• Simulation Script
• Unified ICME Post-Routing
• Unified ICME Translation Routing
applicationEnabled Whether or not the application is enabled. boolean
Possible values: NOT NULL
• f = disabled
• t = enabled
numOfSessions Maximum number of sessions int
NOT NULL

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Table 1-11 CrsApplication Table Fields (continued)

Field Name Description Storage

description The description of the application that is configured in the nvarchar(128)
Unified CCX Administration. NULL
privateData Internal data not exposed to customers. BLOB
NULL
createDateTime The time when the record is created or updated. datetime year
to second
Default value: Current year to second
NOT NULL
active Whether this record is active. boolean
Possible values: NOT NULL
• f = inactive
• t = active
dateInactive If active = f, the time when this record became inactive. datetime year
to second
NULL

Related Table
• ProfileIDMapping, page 34 (via profileID)

CrsGroup
Database Table Name: CrsGroup table
The CrsGroup table describes group information. A group is uniquely identified by the combination of
groupClassName and groupID. When a group is created, a new record is inserted into this table. When
a group is modified, the old record is marked as inactive, and a new record is inserted into the table with
a new recordID. When a group is deleted, the corresponding record is marked as inactive.
The CrsGroup table contains the information shown in Table 1-12.

Table 1-12 CrsGroup Table Fields

Field Name Description Storage

recordID A unique numeric ID for each record. Introduced for int
historical reporting purposes.
NOT NULL
Primary Key
profileID Identifier of the profile. int
Possible values: 1, 2, 3... NOT NULL
Primary Key
configClass Represents Group configuration class. lvarchar(512)
Possible values: GroupConfig.class NOT NULL

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Table 1-12 CrsGroup Table Fields (continued)

Field Name Description Storage

version Specifies internal configuration schema version. Possible int
values: 2 NOT NULL
configImplClass Represents group configuration implementation class. lvarchar(512)
Possible values: NOT NULL
• com.cisco.crs.email.
• CiscoEmailControlGroupConfig.
groupClass Uniquely identifies a group together with the groupID. The lvarchar(400)
class of channels being managed by the group.
NOT NULL
groupID Uniquely identifies a group together with groupClassName. int
Group identifier unique for a give class of channels. NOT NULL
groupType Type of the group, corresponding to type of the channels nvarchar(128)
managed by the group as defined since CRS 3.0. NOT NULL
groupEnabled Whether the group is enabled. boolean
Possible values: NOT NULL
f = disabled
t = enabled
numOfChannels Number of channels defined in the group. int
NOT NULL
description Description of the group. nvarchar(128)
NULL
privateData Internal data not exposed to customers. BLOB
NULL
createDateTime When the group was created. datetime year to
second
Default value: Current year to second
NOT NULL
active Whether this record is active. boolean
Possible values: NOT NULL
f = inactive
t = active
dateInactive If active = f, the time when the record became inactive. datetime year to
second
NULL

Related Table
• ProfileIDMapping, page 34 (via profileID)

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CrsTrigger
Database table name: CrsTrigger
The CrsTrigger table describes trigger information. A trigger is uniquely identified by a trigger name
(triggerName). When a trigger is created, a new record is inserted into this table. When a trigger is
modified, the old record is marked as inactive, and a new record is inserted into the table with a new
recordID. When a trigger is deleted, the corresponding record will be marked as inactive.
The CrsGroup table contains the information shown in Table 1-13:

Table 1-13 CrsTrigger Table Fields

Field Name Description Storage

recordID Unique numeric ID for each record. Introduced for historical int
reporting purposes. NOT NULL
Primary Key
profileID Identifier of the profile. int
Possible values: 1, 2, 3... NOT NULL
Primary Key
configClass Represents trigger configuration class. lvarchar(512)
Possible values: NOT NULL
ApplicationTriggerConfig.class
version Specifies internal configuration schema version. int
Possible values: 3 NOT NULL
configImplClass Represents trigger configuration implementation class. lvarchar(512)
Possible values: NOT NULL
• com.cisco.crs.email.
• CiscoEmailControlGroupConfig
triggerName Uniquely identifies a trigger. Available from CRS 4.5 nvarchar(50)
onwards. The API does limit the string length. Go back and
NOT NULL
revisit the length.
triggerType Hard coded. nvarchar(128)
Possible values: NOT NULL
• Cisco Http Trigger
• Cisco JTAPI Trigger
applicationName Application name being triggered by the trigger. nvarchar(50)
NOT NULL
triggerEnabled Whether the trigger is enabled boolean
Possible values: NOT NULL
• f = disabled
• t = enabled

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Table 1-13 CrsTrigger Table Fields (continued)

Field Name Description Storage

numOfSessions Maximum number of sessions int
Possible values: 0, 1, 2... NOT NULL
idleTimeout Idle time out in milliseconds int
NOT NULL
triggerLocale Default locale for the trigger. nvarchar(50)
Possible values: NOT NULL
• system.default (the currently configured system default
locale)
• accept.trigger (the locale provided by the incoming
event)
description Description of the trigger nvarchar(128)
NULL
misc1 For HTTP trigger, this field contains the URL. For JTAPI and lvarchar(256)
call triggers, this is the dialed number (DN). NULL
misc2 For JTAPI trigger, this is the partition. lvarchar(256)
NULL
privateData Internal data not exposed to customers, such as parameters or BLOB
groups associated with a trigger.
NULL
createDateTime When the trigger was created. datetime year to
second
Default value: Current year to second
NOT NULL
active Whether this record is active. boolean
Possible values: NOT NULL
f = inactive
t = active
dateInactive If active = f, the time when the record became inactive. datetime year to
second
NOT NULL

Related Table
• ProfileIDMapping, page 34 (via profileID)

DialingList
Database table name: DialingList
The DialingList table contains the outbound contacts that need to be dialed for a particular campaign.
This table is populated when a text file containing the outbound contacts is imported from the Campaigns
configuration page in the Unified CCX Administration.

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When the outbound contacts are imported into the database from the Unified CCX Administration, the
callStatus field has the default value of 1 (Pending); that is, the contacts are yet to be dialed.
The DialingList table contains the information shown in Table 1-14.

Table 1-14 DialingList Table Fields

Field Name Description Storage

recordid A unique identifier for the record. int
NOT NULL
Primary Key
dialinglistid A unique identifier for a contact. int
NOT NULL
Primary Key
profileid Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
Primary Key
campaignid Campaign identifier int
NOT NULL
createdatetime Default -CURRENT_TIMESTAMP datetime year to
second
NOT NULL
accountnumber The account number of the contact (from the imported file). nvarchar(25)
This field is sent to the agent desktop.
NULL
firstname The first name of the contact (from the imported file). nvarchar(50)
NULL
lastname The last name of the contact (from the imported file). nvarchar(50)
NULL
phone01 Primary phone number of the contact (from the imported varchar(28)
file). NOT NULL
phone02 Additional number of the contact (from the imported file). varchar(28)
The number is dialed when the agent selects Skip-Next for
NULL
the preview call.
phone03 Additional number of the contact (from the imported file). varchar(28)
This number is dialed if attempts to dial the first two
NULL
numbers are unsuccessful.
gmtzonephone01 The time zone for the first phone number of the contact. smallint
NOT NULL
dstphone01 0 = Daylight Savings Time (DST) is observed at this phone smallint
number.
NOT NULL
1 = DST is not observed at this phone number

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Table 1-14 DialingList Table Fields (continued)

Field Name Description Storage

gmtzonephone02 The time zone for the second phone number of the contact. smallint
NOT NULL
dstphone02 0 = DST is observed at this phone number. smallint
1 = DST is not observed at this phone number. NOT NULL
gmtzonephone03 The time zone for the third phone number of the contact. smallint
NOT NULL
dstphone03 0 = DST is observed at this phone number. smallint
1 = DST is not observed at this phone number. NOT NULL
callbacknumber Phone number to be used for callback (can be supplied by varchar(28)
the agent).
NULL
callbackdatetime Customer requested callback time. datetime year to
second
NULL
callstatus The status of the contact record: smallint
1 = Pending. The call is pending. NOT NULL
2 = Active. The record is sent (active) to the Outbound
subsystem for dialing
3 = Closed. The record is closed.
4 = Callback. The record is marked for a callback.
5 = Max Calls. Maximum attempts have been reached for
this record (considered closed).
6 = Retry. The call is redialed immediately whenever there
is any miss.
7 = Unknown. If the Outbound subsystem was restarted
with records in the Active (2) state, they are moved to this
state.
8 = Retries with delay. The call is redialed as it was either
busy, no answer, customer abandoned or system abandoned.
Retry time is set as per the corresponding configuration in
the Unified CCX Application Administration web
interface.

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Table 1-14 DialingList Table Fields (continued)

Field Name Description Storage

callresult The call result from the last call placed for this record. smallint
1 = (Voice) Customer answered and was connected to agent. NOT NULL
2 = Fax machine or modem detected.
3 = Answering machine detected.
4 = Number reported as invalid by the network.
5 = Customer did not want to be called again.
6 = Number successfully contacted but wrong number.
7 = Number successfully contacted but reached the wrong
person.
8 = Customer requested callback.
9 = Agent has skipped or rejected the preview call.
10 = Agent has skipped or rejected the preview call with the
close option (not dialed).
11 = Busy tone detected.
12 = Agent did not respond to the preview call within the
timeout duration.
13 = Callback Failed - this value is not written to the
database; this is for internal use only.
14 = Callback missed and marked for Retry.
15 = Customer’s phone timed out either due to Ring No
Answer (RNA) or Gateway failure.
16 = Call was abandoned because IVR port was unavailable
or Unified CCX failed to transfer the call to the IVR port.
17 = Call failed due any one of the reasons mentioned in
Call Result Values field.
18 = Customer abandoned as customer disconnected the
call within the time limit as configured in “Abandoned Call
Wait Time” in Unified CCX Application Administration
web interface.
callresult01 The call result from the last time phone01 was called. smallint
Values are the same as for callResult.
NULL
callresult02 The call result from the last time phone02 was called. smallint
Values are the same as for callResult.
NULL
callresult03 The call result from the last time phone03 was called. smallint
Values are the same as for callResult. NULL

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Table 1-14 DialingList Table Fields (continued)

Field Name Description Storage

lastnumberdialed The last number dialed. smallint
1 = phone01 NULL
2 = phone02
3 = phone03
callsmadetophone01 The number of call attempts made to phone01. If there is an smallint
error in an attempt to call this number, the attempt is not
NULL
counted here.
callsmadetophone02 The number of call attempts made to phone02. If there is an smallint
error in an attempt to call this number, the attempt is not NULL
counted here.
callsmadetophone03 The number of call attempts made to phone03. If there is an smallint
error in an attempt to call this number, the attempt is not
NULL
counted here.
privatedata Any fields which are used internally only can be stored in BLOB
this column in a blob. NULL
active Whether the record is active in the system. A record boolean
becomes inactive if the campaign is deleted from the
NOT NULL
system.
f = Inactive
t = Active
dateinactive Date this record was deleted. datetime year to
second
NULL

Related Tables
• AgentConnectionDetail, page 4 (via dialingListID and profileID)
• AreaCode, page 8 (via gmtZone)
• Campaign, page 9 (via campaignID and profile ID)
• ContactCallDetail, page 13 (via campaignID and profileID)
• DialingList, page 29 (via campaignID)
• ProfileIDMapping, page 34 (via profileID)

MonitoredResourceDetail
Database table name: MonitoredResourceDetail
The MonitoredResourceDetail table records the actual agents who are monitored. The
RemoteMonitoringDetail table records the original agent or the CSQ that the supervisor plans to
monitor. Monitoring a CSQ involves monitoring the agents who handle calls for that CSQ. So the actual
agents (which can be more than one) that are monitored will be recorded in the MonitoredResourceDetail
table.

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The MonitoredResourceDetail table contains the fields shown in Table 1-15.

Table 1-15 MonitoredResourceDetail Table Fields

Field Name Description Storage

sessionid Identifier that the system assigned to the call. This decimal(18)
identifier remains the same for all legs of the call. It is the NOT NULL
sessionID of the IVR call; that is, when the supervisor
starts monitoring, the monitoring call itself is an IVR Primary Key
call. The supervisor monitors one or more Unified CCX
calls.
startmonitoringreqtime The time and date that the remote supervisor attempted datetime year to
to monitor the agent. fraction (3)
NOT NULL
startmonitoringcalltime The time and date that the supervisor began monitoring datetime year to
the call. fraction (3)
NOT NULL
Primary Key
monitoredrsrcid Identifier of the resource being monitored. int
NOT NULL
monitoredsessionseqnum The session sequence number of the Unified CCX call smallint
that is being monitored.
NOT NULL
profileid Identifier of the Unified CCX profile that is associated int
with this record. NOT NULL
Primary Key
gmtoffset Offset, in minutes, between the local time of the Unified int
CCX server and Greenwich Mean Time. As the time
NOT NULL
information is stored in GMT, this field will always be
zero.
nodeid Unique identifier assigned to each server in the cluster. smallint
NOT NULL
Primary Key

Related Tables
• AgentConnectionDetail, page 4 (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID,
profileID)
• ContactCallDetail, page 13 (monitoredSessionSeqNum maps to sessionSeqNum, via sessionID,
nodeID, profileID)
• ContactQueueDetail, page 19 (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID,
profileID)
• ContactRoutingDetail, page 21 (monitoredSessionSeqNum maps to sessionSeqNum, via nodeID,
profileID)
• RemoteMonitoringDetail, page 35 (via sessionID, profileID, nodeID, startMonitoringReqTime)

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• Resource, page 37 (monitoredRsrcID maps to resourceID, via profileID)

ProfileIDMapping
Database table name: ProfileIDMapping
The Unified CCX system creates a new record in the ProfileIDMapping table when a new profile is set
up in the Unified CCX Administration.
A ProfileIDMapping record shows the mapping of the profile name to its unique identifier.
The ProfileIDMapping table contains the information shown in Table 1-16.

Table 1-16 ProfileIDMapping Table Fields

Field Name Description Storage

profileName Name of the profile, as set up in the Unified CCX nvarchar(50)
Administration. NOT NULL
Primary Key
profileID Identifier of the profile. int
NOT NULL

Related Tables
• AgentConnectionDetail, page 4 (via ProfileID)
• AgentStateDetail, page 7 (via profileID)
• AreaCode, page 8 (via profileID)
• Campaign, page 9 (via profile ID)
• ContactCallDetail, page 13 (via profileID)
• ContactQueueDetail, page 19 (via profileID)
• ContactRoutingDetail, page 21 (via profileID)
• ContactServiceQueue, page 22 (via profileID)
• DialingList, page 29 (via profile ID)
• MonitoredResourceDetail, page 33 (via profileID)
• RemoteMonitoringDetail, page 35 (via profileID)
• Resource, page 37 (via ProfileID)
• ResourceGroup, page 39 (via profileID)
• ResourceSkillMapping, page 40 (via profileID)
• RmonCSQConfig, page 41 (via profileID)
• RmonResConfig, page 42 (via profileID)
• RmonUser, page 43 (via profileID)
• Skill, page 47 (via ProfileID)
• SkillGroup, page 48 (via profileID)
• Supervisor, page 49 (via profileID)

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• Team, page 50 (via profileID)

• TeamCSQMapping, page 51 (via profileID)

RemoteMonitoringDetail
Database table name: RemoteMonitoringDetail
The Remote Monitoring Detail Record provides information about sessions where remote monitoring is
used.
The RemoteMonitoringDetail table contains the fields shown in Table 1-17.

Table 1-17 RemoteMonitoringDetail Table Fields

Field Name Description Storage

sessionid Identifier that the system assigned to the call. This decimal(18)
identifier remains the same for all legs of the call. This
NOT NULL
is the sessionID of the IVR call; that is, the call that the
supervisor makes to monitor other Unified CCX calls. Primary Key
startmonitoringreqtime The time and date that the remote supervisor attempted datetime year to
to monitor the agent. fraction (3)
NOT NULL
Primary Key
remoteloginid The numeric ID the supervisor enters before starting to varchar(50)
monitor a call NOT NULL
rmonid Numeric ID of the supervisor who does the monitoring. int
NOT NULL
endmonitoringtime The date and time the monitoring ended. datetime year to
fraction (3)
NOT NULL
origmonitoredid If origMonitoredIDType is: int
• 1 (agent), this field contains the extension of the NOT NULL
agent being monitored.
• 2 (CSQ), this field contains the CSQ ID of the CSQ
being monitored.
origmonitoredidtype Indicates an agent or a CSQ. smallint
1 = agent NOT NULL
2 = CSQ

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Table 1-17 RemoteMonitoringDetail Table Fields (continued)

Field Name Description Storage

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

Related Tables
• AgentConnectionDetail, page 4 (monitoredSessionID maps to sessionID, via nodeID, profileID)
• ContactCallDetail, page 13 (monitoredSessionID maps to sessionID, via sessionID,
sessionSeqNum, nodeID, profileID)
• ContactQueueDetail, page 19 (monitoredSessionID maps to sessionID, via nodeID, profileID)
• ContactRoutingDetail, page 21 (monitoredSessionID maps to sessionID, via nodeID, profileID)
• ContactServiceQueue, page 22 (origMonitoredID maps to contactServiceQueueID when
origMonitoredIDType is 2, via profileID)
• MonitoredResourceDetail, page 33 (via sessionID, profileID, nodeID, startMonitoringReqTime)

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• RmonUser, page 43 (remoteLoginID maps to loginID, via profileID, rmonID)

Resource
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system
retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each
active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a
resource is updated, a new record is created and the old one is flagged as inactive.
The Resource table contains the fields shown in Table 1-18.

Table 1-18 Resource Table Fields

Field Name Description Storage

resourceID Numeric identifier of the resource. int
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record. NOT NULL
Primary Key
resourceLoginID The login name assigned to the resource in the Unified CM. nvarchar(50)
NOT NULL
resourceName The first name and the last name of the resource. nvarchar(50)
NOT NULL
resourceGroupID Resource group to which the resource belongs. int
Null if no resource group is assigned to the resource. NULL
resourceType Type of the resource: smallint
1—Agent NOT NULL
2—Supervisor
3—Administrator
active Whether this record is active: boolean
f —Inactive NOT NULL
t —Active
A record becomes inactive if the resource is deleted or
updated.
autoAvail Determines whether the resource goes to Ready State after boolean
handling a Unified CCX call:
NOT NULL
f —No
t —Yes

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Table 1-18 Resource Table Fields (continued)

Field Name Description Storage

extension The Unified CCX extension of the resource. nvarchar(50)
NOT NULL
orderInRG Order in which the resource resides within the resource int
group. NULL
Null if no resource group is assigned to the resource.
dateInactive If the active field is “f”, date and time that the record became datetime year to
inactive. fraction(3)
NULL
resourceSkillMapID Identifier used to locate the associated skill set of the int
resource in the ResourceSkillMapping table. The
NOT NULL
ResourceSkillMapping table can contain multiple records
for one resource.
assignedTeamID Identifier of the resource’s assigned team. int
NOT NULL
resourceFirstName The resource’s first name. nvarchar(50)
NOT NULL
resourceLastName The resource’s last name. nvarchar(50)
NOT NULL

Related Tables
• AgentConnectionDetail, page 4 (via resourceID, profileID)
• AgentStateDetail, page 7 (resourceID maps to agentID, via profileID)
• ContactCallDetail, page 13 (resourceID maps originatorID/destinationID when
originatorType/destinageType is 1, via profileID)
• ContactQueueDetail, page 19 (resourceID maps to targetID when targetType is 1, via profileID)
• MonitoredResourceDetail, page 33 (resourceID maps to monitoredRsrcID, via profileID)
• ProfileIDMapping, page 34 (via profileID)
• RemoteMonitoringDetail, page 35 (resourceID maps to origMonitoredID when
origMonitoredIDType is 1, via profileID)
• ResourceGroup, page 39 (via resourceGroupID, profileID)
• ResourceSkillMapping, page 40 (via resourceSkillMapID, profileID)
• Supervisor, page 49 (via resourceLoginID, profileID)
• Team, page 50 (assignedTeamID maps to teamID, via profileID)

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ResourceGroup
Database table name: ResourceGroup
The Unified CCX system creates a new record in the ResourceGroup table when a resource group is set
up in the Unified CCX Administration.
A ResourceGroup record contains information about the resource group. One such record exists for each
active and inactive resource group.
The Resource Group table contains the fields shown in Table 1-19.

Table 1-19 Resource Group Table Fields

Field Name Description Storage

resourceGroupID Numeric identifier of the resource group. int
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
Primary Key
resourceGroupName Name of the resource group, as set up in the Unified CCX nvarchar(50)
Administration.
NULL
active Whether the record is active in the Unified CCX system: boolean
f —Inactive NOT NULL
t —Active
A record becomes inactive if the resource group is deleted
or updated.
dateInactive If the active field is “f”, date and time that the record datetime year to
became inactive. fraction(3)
NULL

Related Tables
• ContactServiceQueue, page 22 (via resourceGroupID, profileID)
• ProfileIDMapping, page 34 (via profileID)
• Resource, page 37 (via resourceGroupID, profileID)

ResourceSkillMapping
Database table name: ResourceSkillMapping
The Unified CCX system creates a new record in the ResourceSkillMapping table when an agent is
associated with a skill in the Unified CCX Administration.
A ResourceSkillMapping record contains information about all of the skills that are assigned to
resources.
The ResourceSkillMapping table contains the fields shown in Table 1-20.

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Table 1-20 ResourceSkillMapping Table Fields

Field Name Description Storage

resourceSkillMapID Identifier of the skill set that is associated with a resource. int
NOT NULL
Primary Key
skillID Identifier of the skill that is associated with a resource. int
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record. NOT NULL
Primary Key
competenceLevel Competence level associated with the skill, as set up in the smallint
Unified CCX Administration. Values range from 1 (lowest) NOT NULL
to 10 (highest).
active Whether the record is active: boolean
f —Inactive NOT NULL
t —Active
A record becomes inactive if a new skill or a new
competence level is assigned to the resource that is
associated with this record.

Related Tables
• ProfileIDMapping, page 34 (via profileID)
• Resource, page 37 (via resourceSkillMapID and profileID)
• Skill, page 47 (via skillID and profileID)

RmonCSQConfig
Database table name: RmonCSQConfig
The Remote Monitoring Contact Service Queue Configuration table contains the CSQs that a remote
monitoring supervisor is allowed to monitor (the supervisor’s allowed list). This table is updated when
you configure the Unified CCX system through the Unified CCX Administration pages.
The RmonCSQConfig table contains the fields shown in Table 1-21.

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Table 1-21 RmonCSQConfig Table Fields

Field Name Description Storage

rmonID Numeric identifier of the remote supervisor. int
NOT NULL
Primary Key
contactServiceQueueID The numeric identifier of the CSQ, relating to int
contactServiceQueueID in the ContactServiceQueue NOT NULL
table.
Primary Key
profileID Identifier of the Unified CCX profile that is associated int
with this record. NOT NULL
Primary Key

Related Tables
• ContactServiceQueue, page 22 (via contactServiceQueueID, and profileID)
• ProfileIDMapping, page 34 (via profileID)
• RmonResConfig, page 42 (via rmonID and profileID)
• RmonUser, page 43 (via rmonID and profileID

RmonResConfig
Database table name: RmonResConfig
The Remote Monitoring Resource Configuration table contains the list of the agents (resources) that a
remote monitoring supervisor is allowed to monitor (the supervisor’s allowed list). This table is updated
when you configure the system through the Unified CCX Administration pages.
The RmonResConfig table contains the fields shown in Table 1-22.

Table 1-22 RmonResConfig Table Fields

Field Name Description Storage

rmonID Numeric identifier of the remote supervisor. int
NOT NULL
Primary Key
resourceLoginID The login ID of the resource that the remote supervisor is nvarchar(50)
allowed to monitor.
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
Primary Key

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Related Tables
• ProfileIDMapping, page 34 (via ProfileID)
• Resource, page 37 (via resourceLoginID, profileID
• RmonCSQConfig, page 41 (via rmonID, profileID)
• RmonUser, page 43 (via rmonID, profileID)

RmonUser
Database table name: RmonUser
The Remote Monitoring User table provides information about the supervisor who is logged in to
remotely monitor agents.
The RmonUser table contains the fields shown in Table 1-23.

Table 1-23 RmonUser Table Fields

Field Name Description Storage

rmonID Numeric identifier of the remote supervisor. int
NOT NULL
Primary Key
LoginID User login name of the remote supervisor. nvarchar(50)
NOT NULL
name Name of the supervisor. nvarchar(50)
NOT NULL
profileID Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
Primary Key
type The type of supervisor: int
0 = regular supervisor NOT NULL
1 = remote monitoring supervisor
active Determines whether the remote supervisor is active. boolean
f = inactive NOT NULL
t = active
dateInactive Date and time the remote supervisor became inactive. datetime year to
second
NULL

Related Tables
• ProfileIDMapping, page 34 (via profileID)
• RemoteMonitoringDetail, page 35 (loginID maps to remoteLoginID, via profileID, and rmonID
• RmonCSQConfig, page 41 (via rmonID and profileID)

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• RmonResConfig, page 42 (via rmonID and profileID)

RtCSQsSummary
Database table name: RtCSQsSummary
The rtcsqssummary table contains real-time statistics about all configured Contact Service Queues in the
system. This table gets updated automatically when real-time snapshot data writing for this table is
enabled through the Unified CCX Administration pages (Tools > Real-time snapshot configuration
menu option). The updating frequency is based on the configured data writing interval.
The RtCSQsSummary table contains the fields shown in Table 1-24.

Table 1-24 RtCSQsSummary Table Fields

Field Name Description Storage

csqname Name of the contact service queue. nvarchar(50)
NOT NULL
Primary Key
loggedinagents Number agents who are logged in. int
NOT NULL
availableagents Number of available (idle) agents. int
NOT NULL
unavailableagents Number of unavailable agents. int
NOT NULL
totalcalls Total number of calls. int
NOT NULL
oldestcontact Oldest contact in the queue. int
NOT NULL
callshandled Number of calls handled. int
NOT NULL
callsabandoned Number of calls abandoned. int
NOT NULL
callsdequeued Number of calls dequeued. int
NOT NULL
avgtalkduration Average talk duration. int
NOT NULL
avgwaitduration Average wait duration. int
NOT NULL
longesttalkduration Longest talk duration. int
NOT NULL

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Table 1-24 RtCSQsSummary Table Fields (continued)

Field Name Description Storage

longestwaitduration Longest wait duration. int
NOT NULL
callswaiting Number of calls waiting. int
NOT NULL
enddatetime The date and time that this table data was last datetime year to
updated. second
NOT NULL
workingagents Number of agents who are in the working state. int
NOT NULL
talkingagents Number of agents who are in the talking state. int
NOT NULL
reservedagents Number of agents who are in the reserved state. int
NOT NULL
startdatetime The date and time that this table’s statistics get datetime year to
collected. second
NOT NULL
convavgtalkduration Average talk duration in HH:MM:SS format. varchar(25)
NOT NULL
convavgwaitduration Average wait duration in HH:MM:SS format. varchar(25)
NOT NULL
convlongesttalkduration Longest talk duration in HH:MM:SS format. varchar(25)
NOT NULL
convlongestwaitduration Longest wait duration in HH:MM:SS format. varchar(25)
NOT NULL
convoldestcontact Oldest call in the queue in HH:MM:SS format. varchar(25)
NOT NULL

Related Tables
None.

RtICDStatistics
Database table name: RtICDStatistics
The RtICDStatistics table contains real-time summary statistics about Unified CCX. This table gets
updated automatically when real-time snapshot data writing for this table is enabled through the Unified
CCX Administration pages (Tools > Real-time snapshot configuration menu option.) The updating
frequency is based on the configured data writing interval.
The RtICDStatistics table contains the fields shown in Table 1-25.

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Table 1-25 RtICDStatistics Table Fields

Field Name Description Storage

type Contact Service Queue type that identifies the nvarchar (50)
contact type it services. It can be either voice or
NOT NULL
e-mail.
Primary Key
totalcsqs Number of CSQs configured. int
NOT NULL
loggedinagents Number of agents who are logged in. int
NOT NULL
workingagents Number of agents who are in the working state. int
NOT NULL
reservedagents Number of agents who are in the reserved state. int
NOT NULL
talkingagents Number of agents who are in the talking state. int
NOT NULL
availableagents Number of available (idle) agents. int
NOT NULL
unavailableagents Number of unavailable agents. int
NOT NULL
totalcalls Total number of calls. int
NOT NULL
callswaiting Number of calls waiting. int
NOT NULL
callshandled Number of calls handled. int
NOT NULL
callsabandoned Number of calls abandoned. int
NOT NULL
avgtalkduration Average talk duration. int
NOT NULL
avgwaitduration Average wait duration. int
NOT NULL
longesttalkduration Longest talk duration. int
NOT NULL
longestwaitduration Longest wait duration. int
NOT NULL
oldestcontact Oldest contact in the queue. int
NOT NULL

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Table 1-25 RtICDStatistics Table Fields (continued)

Field Name Description Storage

startdatetime Data collection starting time. datetime year to
second
NOT NULL
enddatetime Date and time this table was last updated. datetime year to
second
NOT NULL
convavgtalkduration Average talk duration in HH:MM:SS format. varchar(25)
NOT NULL
convavgwaitduration Average wait duration in HH:MM:SS format varchar(25)
NOT NULL
convlongesttalkduration Longest talk duration in HH:MM:SS format. varchar(25)
NOT NULL
convlongestwaitduration Longest wait duration in HH:MM:SS format. varchar(25)
NOT NULL
convoldestcontact Oldest call in the queue in HH:MM:SS format. varchar(25)
NOT NULL

Related Tables
None.

Skill
Database table name: Skill
The Unified CCX system creates a new record in the Skill table when a skill is set up in the Unified CCX
Administration.
A Skill record contains information about a skill. One such record exists for each configured skill.
The Skill table contains the fields shown in Table 1-26.

Table 1-26 Skill Table Fields

Field Name Description Storage

skillID Numeric identifier of the skill. int
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
Primary Key

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Table 1-26 Skill Table Fields (continued)

Field Name Description Storage

skillName Name of the skill, as set up in the Unified CCX nvarchar(50)
Administration. NOT NULL
active Determines whether the record is active in the Unified CCX boolean
system: NOT NULL
f —Inactive
t —Active
A record becomes inactive if the skill is deleted or updated.
dateInactive If the active field is “f”, date and time that the record datetime year to
became inactive. fraction(3)
NULL

Related Tables
• ProfileIDMapping, page 34 (via profileID)
• ResourceSkillMapping, page 40 (via skillID and profileID)
• SkillGroup, page 48 (via skillID and profileID)

SkillGroup
Database table name: SkillGroup
The Unified CCX system creates a new record in the SkillGroup table when skills are associated with a
CSQ in the Unified CCX Administration.
A SkillGroup record describes each skill that is associated with the CSQ.
The SkillGroup table contains the fields shown in Table 1-27.

Table 1-27 Skill Group Table Fields

Field Name Description Storage

skillGroupID Numeric identifier of the skill group. int
NOT NULL
Primary Key
skillID Numeric identifier of the skill. int
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
Primary Key
competenceLevel Minimum acceptable skill level for agents with this skill, as smallint
set up in the Unified CCX Administration. Values range
NOT NULL
from 1 (lowest) to 10 (highest).

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Table 1-27 Skill Group Table Fields (continued)

Field Name Description Storage

active Determines whether the record is active in the CSQ: boolean
f —Inactive NOT NULL
t —Active
A record becomes inactive if the new skill group is deleted
or updated.
skillWeight Skills within a CSQ can be assigned weights. This field is int
used in the weighted skill calculation of the skill-based
NOT NULL
resource selection algorithm.
Default value is 1.
skillOrder Skills within a CSQ can be ordered. This field is used in the int
order skill calculation of the skill-based resource selection
NOT NULL
algorithm.
Default value is 1.

Related Tables
• ContactServiceQueue, page 22 (via skillGroupID and profileID)
• ProfileIDMapping, page 34 (via profileID)
• Skill, page 47 (via skillID and profileID)

Supervisor
Database table name: Supervisor
The Supervisor table contains the information about the supervisor.
The Supervisor table contains the fields shown in Table 1-28.

Table 1-28 Supervisor Table Fields

Field Name Description Storage

recordID Numeric identifier of this supervisor. int
NOT NULL
Primary Key
resourceLoginID User ID in the Unified CM configuration. nvarchar(50)
NOT NULL
managedTeamID Team identifier of the managed team. int
NOT NULL
profileID Identifier of the Unified CCX profile that is associated int
with this record.
NOT NULL
Primary Key

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Table 1-28 Supervisor Table Fields

Field Name Description Storage

supervisorType Type of supervisor for this team smallint
0 = Primary NOT NULL
1 = Secondary
active Indicates whether the record is active in the Unified CCX boolean
system. A record becomes inactive if a team is deleted or
NOT NULL
updated.
f = Inactive
t = Active
dateInactive Date this record was deleted. datetime year to
second
NULL

Related Tables
• Resource, page 37 (via resourceLoginID and profileID
• ProfileIDMapping, page 34 (via ProfileID)
• Team, page 50 (managedTeamID maps to teamID, via profileID)

Team
Database table name: Team
The Team table contains information about specific teams.
The fields in the Team table are shown in Table 1-29.

Table 1-29 Team Table Fields

Field Name Description Storage

teamID Numeric identifier for this team. int
NOT NULL
Primary Key
profileID Identifier of the Unified CCX profile that is associated with int
this record. NOT NULL
Primary Key
teamName Name of this team. nvarchar(50)
NOT NULL

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Table 1-29 Team Table Fields (continued)

Field Name Description Storage

active Indicates whether the record is active in the Unified CCX boolean
system. A record becomes inactive if a team is deleted or NOT NULL
updated.
f = Inactive
t = Active
dateInactive Date this record was deleted. datetime year to
fraction(3)
NULL

Related Tables
• ProfileIDMapping, page 34 (via ProfileID)
• Resource, page 37 (teamID maps to assignedTeamID and via profileID
• Supervisor, page 49 (teamID maps to managedTeamID and via profileID)
• TeamCSQMapping, page 51 (via teamID and profileID)

TeamCSQMapping
Database table name: TeamCSQMapping
The TeamCSQMapping table shows the relationship between Teams and CSQs; for example, Team 1 is
CSQ3, Team 4 is CSQ10.
The TeamCSQMapping table contains the fields shown in Table 1-30.

Table 1-30 TeamCSQMapping Table Fields

Field Name Description Storage

recordID Numeric identifier for this record. int
NOT NULL
Primary Key
csqID Numeric identifier for the CSQ. int
NOT NULL
teamID Numeric identifier for the team. int
NOT NULL
profileID Identifier of the Unified CCX profile that is associated with int
this record.
NOT NULL
Primary Key

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Table 1-30 TeamCSQMapping Table Fields (continued)

Field Name Description Storage

active Indicates whether the record is active in the Unified CCX boolean
system. A record becomes inactive if a team is deleted or NOT NULL
updated.
f = Inactive
t = Active
dateInactive Date this record was deleted. datetime year to
second
NULL

Related Tables
• ContactServiceQueue, page 22 (csqID maps to contactServiceQueueID, and via profileID)
• ProfileIDMapping, page 34 (via ProfileID)
• Team, page 50 (via teamID and profileID)

WorkflowTask
Database table name: WorkflowTask
A WorkflowTask record contains information about a task or a subtask that runs on the Unified CCX
system.
The Workflow Task table contains the fields shown in Table 1-31.

Table 1-31 WorkflowTask Table Fields

Field Name Description Storage

taskID Identifier of the task. decimal(18, 0)
NOT NULL
Primary Key
parentTaskID Identifier of the parent task, if the task is a subtask. decimal(18, 0)
NULL
startDateTime Date and the time that the task started executing. datetime year to
second
NOT NULL
endDateTime Date and the time that the task completed executing. datetime year to
second
NOT NULL
applicationServerID Unique identifier assigned to each Unified CCX server in smallint
the cluster.
NOT NULL
Primary Key

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Related Tables
• AgentConnectionDetail, page 4 (applicationServerID maps to nodeID)
• ContactCallDetail, page 13 (applicationServerID maps to nodeID)
• ContactQueueDetail, page 19 (applicationServerID maps to nodeID)
• ContactRoutingDetail, page 21 (applicationServerID maps to nodeID)
• MonitoredResourceDetail, page 33 (applicationServerID maps to nodeID)
• RemoteMonitoringDetail, page 35 (applicationServerID maps to nodeID)

EEMActiveEmail
When an email is being processed by an agent, a record for that email is created in the EEMActiveEmail
table. The columns in the table are updated as the agent works on the email. When the email is terminated
(sent, deleted, requeued), the record is deleted.
The EEMActiveEmail table contains one row for each email message being processed by an agent
Database table name: EEMActiveEmail

Table 1-32 EEMActiveEmail Table Fields

Field Name Description Storage

emailID Unique record identifier SERIAL
NOT NULL
Primary key
emailUIDOnMailServer Identifier for this email message nvarchar(20)
NULL
fromAddress Email address of sender lvarchar(320)
NULL
toAddress Email address(es) of recipient(s) lvarchar(320)
NULL
emailSubject Subject line Nvarchar(200)
NULL
receivedDateTime Date the email was received by the mail server, in local datetime year to
time. second
NULL
receivedDateTimeGmt Date the email was received by the mail server (GMT). datetime year to
second
NULL
EEMQueueId Id of email queue email was routed to Int
NULL
queuedDateTime Date the email was placed into the CSQ, in local time. datetime year to
second
NULL

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Table 1-32 EEMActiveEmail Table Fields (continued)

Field Name Description Storage

queuedDateTimeGmt Date the email was placed into the CSQ (GMT). datetime year to
second
NULL
draftUIDOnMailServer If message is in draft, the UID of the draft. Currently nvarchar(20)
always blank; reserved for future use NULL
emailStatusFK The email status Int
NULL
Foreign Key
agent The agent login name, if an agent is working on this nvarchar(64)
email, otherwise null. NULL
getDateTime Date/Time email was assigned to an agent, in local datetime year to
time. second
NULL
getDateTimeGmt Date/Time email was assigned to an agent (GMT). datetime year to
second
NULL
inProcessTimeSeconds Number of seconds, cumulative, that one or more Int
agents has spent in the processing state for this email.
NULL

Related Tables
• EEMEmailStatusDescription, page 57 (via emailStatusFK)
• EEMContactEmailDetail, page 54 (via emailUIDOnMailServer)

EEMContactEmailDetail
When an email message is placed into a CSQ, a record for that email message is created in this table.
When the email is assigned to an agent, the agent name column is updated. When the email is terminated
(sent, deleted, requeued), the finalDisposition columns are updated.
The EEMContactEmailDetail table contains one row for each email message currently in the system.
Database table name: EEMContactEmailDetail

Table 1-33 EEMContactEmailDetail Table Fields

Field Name Description Storage

ContactEmailDetailId Unique record identifier SERIAL
NOT NULL
Primary key
emailUIDOnMailServer Identifier for this email message nvarchar(20)
NULL

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Table 1-33 EEMContactEmailDetail Table Fields (continued)

Field Name Description Storage

fromAddress Email address of sender lvarchar(320)
NULL
toAddress Email address(es) of recipient(s) lvarchar(320)
NULL
emailSubject Subject line nvarchar(200)
NULL
EEMQueueId Id of email queue email was routed to Int
NULL
receivedDateTime Date the email was received by the mail server datetime year to
second
NULL
receivedDateTimeGmt Date the email was received by the mail server datetime year to
(GMT) second
NULL
receivedReasonFK Index into EEMReasonCodeDescription table, the int
reason code associated with this message NULL
agent The agent login name, if an agent is working on this nvarchar(64)
email, otherwise null.
NULL
finalDispositionTypeFK Index into EEMEmailStatusDescription int
NULL
finalDispositionDateTime Date the email was disposed, in local time, datetime year to
otherwise null. second
NULL
finalDispositionDateTime Date the email was disposed (GMT), otherwise null. datetime year to
GMT second
NULL
PeerReviewQueueId Is a review CSQ, the email routed for peer review. int
NULL
PeerReviewUID New email routed into review queue and gets a new nvarchar(20)
UID. This new UID is stored in PeerReviewUID NULL

Related Tables
• EEMReasonCodeDescription, page 59 (via receivedReasonFK)
• EEMEmailStatusDescription, page 57 (via finalDispositionTypeFK)

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EEMEmailAgentStateDetail
When an agent makes an email-related state change, the state change is recorded in the
EEMEmailAgentStateDetail table. For each state change, there is an "eventStart" and an "eventEnd".
The times for these are recorded in the corresponding eventStartDateTime and eventEndDateTime
columns. Human-readable descriptions of states and reason codes are found in the
EEMReasonCodeDescription and EEMStateDescription tables. Some events (login and logout) have a
zero length duration, as the agent immediately moves to another state.
The EEMEmailAgentStateDetail table contains one row for each Email state change for an agent.
Database table name: EEMEmailAgentStateDetail

Table 1-34 EEMEmailAgentStateDetail Table Fields

Field Name Description Storage

EEMEmailAgentStateDetai Unique record identifier SERIAL
lId NOT NULL
Primary key
emailUIDOnMailServer Identifier for this email message nvarchar(20)
NULL
agent The agent login name, if an agent is working on nvarchar(64)
this email, otherwise null. NULL
eventStartDateTime Date/Time that the state started on, in local time datetime year to
second
NULL
eventStartDateTimeGmt Date/Time that the state started on (GMT). datetime year to
second
NULL
eventEndDateTime Date/Time that the state ended on, in local time. datetime year to
second
Null if the state has not ended.
NULL
eventEndDateTimeGmt Date/Time that the state started on (GMT). datetime year to
second
Null if the state has not ended.
NULL
stateFK ID of the state. Int
NULL
Foreign Key
reasonCodeFK Reason code ID, if applicable. Null otherwise. Int
NULL
EEMQueueId The ID of the CSQ the agent was in when this Int
state transition occurred, if applicable, NULL
otherwise null.

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Related Tables
• EEMContactEmailDetail, page 54 (via emailUIDOnMailServer)
• EEMReasonCodeDescription, page 59 (via reasonCodeFK)
• EEMStateDescription, page 59 (via stateFK)

EEMEmailStatusDescription
The EEMEmailStatusDescription table contains descriptive text (in English only) for each possible
email status.
Database table name: EEMEmailStatusDescription

Table 1-35 EEMEmailStatusDescription Table Fields

Field Name Description Storage

emailStatusId Unique record identifier INT
NOT NULL
Primary key
emailStatusDescription Text describing the status nvarchar(20)
NULL

EEMQueueAgentDetail
When an email is assigned to an agent, a record is created in the EEMQueueAgentDetail table. It
associates the agent and the email message that the agent is working on. The agent can enter a processing
state, and later exit the processing state. The elapsed time the agent is in the processing state, is
accumulated in the inProcessTimeSeconds column. When the email is terminated (sent, deleted,
requeued), the "endDateTime", endTypeFK, and wrapupData columns are updated.
The human-readable descriptions of the receivedReasonFK and endTypeFK columns are found in
EEMReasonCodeDescription and EEMEmailStatusDescription tables.
The EEMQueueAgentDetail table associates an agent and an email message and contains one record for
each email message an agent is working on.
Database table name: EEMQueueAgentDetail

Table 1-36 EEMQueueAgentDetail Table Fields

Field Name Description Storage

queueAgentDetailSequencingId Unique record identifier. SERIAL
NOT NULL
Primary key
ContactEmailDetailFK ID of a record in EEMContactEmailDetail; INT
refers to the email message belonging to
NULL
this record.
Foreign key

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Table 1-36 EEMQueueAgentDetail Table Fields (continued)

Field Name Description Storage

EEMQueueId Id of email queue email was routed to. Int
NULL
Agent The agent login name, if an agent is nvarchar(64)
working on this email, otherwise null. NULL
queueDateTime Date/Time email was placed in the queue, datetime year to
in local time. second
NULL
queueDateTimeGmt Date/Time email was assigned to an agent datetime year to
(GMT). second
NULL
getEmailDateTime Date/Time email was assigned to an agent, datetime year to
in local time. second
NULL
getEmailDateTimeGmt Date/Time email was assigned to an agent datetime year to
(GMT). second
NULL
endEmailDateTime Date/Time email was requeued, sent, or datetime year to
deleted by the agent, in local time. second
Null if the email was not requeued, sent, or NULL
deleted.
endEmailDateTimeGmt Date/Time email was requeued, sent, or datetime year to
deleted by the agent (GMT). If email was second
not requeued, sent, or deleted, then NULL.
NULL
receivedReasonFK Reason Code ID for why the email was Int
placed in the CSQ.
NULL
endTypeFK Reason Code ID for why the email was Int
terminated by the agent. Null if not
NULL
terminated.
Foreign key
inProcessTimeSeconds Total time in seconds the agent spent Int
processing this email message.
NULL
wrapupData Wrapup selected by agent when email is nvarchar 40
terminated.
NULL

Related Tables
• EEMContactEmailDetail, page 54 (via ContactEmailDetailFK)
• EEMReasonCodeDescription, page 59 (via receivedReasonFK)
• EEMEmailStatusDescription, page 57 (via endTypeFK)

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EEMReasonCodeDescription
The EEMReasonCodeDescription table contains descriptive text (in English only) for each possible
reason code.
Database table name: EEMReasonCodeDescription

Table 1-37 EEMReasonCodeDescription Table Fields

Field Name Description Storage

reasonCodeId Unique record identifier INT
NOT NULL
Primary key
reasonCodeDescription Text describing the reason code nvarchar(20)
NULL

EEMStateDescription
The EEMStateDescription table contains descriptive text (in English only) for each e-mail state.
Database table name: EEMStateDescription

Table 1-38 EEMStateDescriptionTable Fields

Field Name Description Storage

stateId Unique record identifier INT
NOT NULL
Primary key
stateDescription Text describing the state nvarchar(20)
NULL

EEMTablesVersion
The EEMTablesVersion table contains a single row indicating the version of the EEM database tables.
This is used when upgrading from a previous version.
Database table name: EEMTablesVersion

Table 1-39 EEMTablesVersion Table Fields

Field Name Description Storage

version The current database version number INT
NOT NULL
updateDate Date/time of install or upgrade datetime year to second
NOT NULL

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 I N D EX

in CrsApplication table 25
A
applicationName field
accountNumber field in ContactCallDetail table 16
in ContactCallDetail table 17 in CrsApplication table 25
in DialingList table 30 in CrsTrigger table 28
active field applicationServerID field
in AreaCode table 8 in WorkflowTask table 52
in CampaignCSQMap table 12 applicationTaskID field
in Campaign table 10, 13 in ContactCallDetail table 16
in ContactServiceQueue table 23 applicationType field
in CrsApplication table 26 in CrsApplication table 25
in CrsGroup table 27 areaCode field
in CrsTrigger table 29 in AreaCode table 8
in DialingList table 33 AreaCode table 8
in ResourceGroup table 40 assignedTeamID field
in ResourceSkillMapping table 41 in Resource table 39
in Resource table 38 autoAvail field
in RmonUser table 43 in Resource table 38
in SkillGroup table 49 autoWork field
in Skill table 48 in ContactServiceQueue table 23
in Supervisor table 50 availableAgents field
in TeamCSQMapping table 52 in RtCSQsSummary table 44
in Team table 51 in RtICDStatistics table 46
AgentConnectionDetail table 4 avgTalkDuration field
agentID field in RtCSQsSummary table 44
in AgentStateDetail table 7 in RtICDStatistics table 46
AgentStateDetail table 7 avgWaitDuration field
ansMachineRetry field in RtCSQsSummary table 44
in Campaign table 10 in RtICDStatistics table 46
applicationEnabled field
in CrsApplication table 25
applicationID field
B
in ContactCallDetail table 16 badCallTag field

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in ContactCallDetail table 18 callStatus field

in DialingList table 31
callsWaiting field
C
in RtCSQsSummary table 45
cacheSize field in RtICDStatistics table 46
in Campaign table 9 callWrapupData field
callbackDateTime field in AgentConnectionDetail table 6
in DialingList table 31 CampaignCSQMap table 11
callbackNumber field campaignID field
in DialingList table 31 in CampaignCSQMap table 11, 12
callbackTimeLimit field in Campaign table 9
in Campaign table 10 in ContactCallDetail table 18
calledNumber field in DialingList table 30
in ContactCallDetail table 16 campaignName field
callerEnteredDigits field in Campaign table 9
in ContactCallDetail table 18 Campaign table 9
callResult01 field cause field
in DialingList table 32 in RemoteMonitoringDetail table 36
callResult02 field competenceLevel field
in DialingList table 32 in ResourceSkillMapping table 41
callResult03 field in SkillGroup table 48
in DialingList table 32 conference field
callResult field in ContactCallDetail table 18
in AgentConnectionDetail table 6 configClass field
in DialingList table 32 in CrsApplication table 25
callsAbandoned field in CrsGroup table 26
in RtCSQsSummary table 44 in CrsTrigger table 28
in RtICDStatistics table 46 configImplClass field
callsDequeued field in CrsApplication table 25
in RtCSQsSummary table 44 in CrsGroup table 27
callsHandled field in CrsTrigger table 28
in RtCSQsSummary table 44 connectTime field
in RtICDStatistics table 46 in ContactCallDetail table 16
callsMadeToPhone01 field ContactCallDetail table 13
in DialingList table 32 contactDisposition field
callsMadeToPhone02 field in ContactCallDetail table 14
in Dialing List table 32 ContactQueueDetail table 19
callsMadeToPhone03 field ContactRoutingDetail table 21
in DialingList table 32 contactServiceQueueID field

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in ContactService Queue table 22 customVariable1 field

in RmonCSQConfig table 42 in ContactCallDetail table 16
ContactServiceQueue table 22 customVariable2 field
contactType field in ContactCallDetail table 16
in ContactCallDetail table 14 customVariable3 field
convAvgTalkDuration field in ContactCallDetail table 17
in RtCSQsSummary table 45 customVariable4 field
in RtICDStatistics table 47 in ContactCallDetail table 17
convAvgWaitDuration field customVariable5 field
in RtCSQsSummary table 45 in ContactCallDetail table 17
in RtICDStatistics table 47 customVariable6 field
convLongestTalkDuration field in ContactCallDetail table 17
in RtCSQsSummary table 45 customVariable7 field
in RtICDStatistics table 47 in ContactCallDetail table 17
convLongestWaitDuration field customVariable8 field
in RtCSQsSummary table 45 in ContactCallDetail table 17
in RtICDStatistics table 47 customVariable9 field
convOldestContact field in ContactCallDetail table 17
in RtCSQsSummary table 45
in RtICDStatistics table 47
D
createDateTime field
in AreaCode table 8 database table
in CampaignCSQMap table 12 AgentConnectionDetail 4
in Campaign table 9 AgentStateDetail 7
in CrsApplication table 26 AreaCode 8
in CrsGroup table 27 Campaign 9
in CrsTrigger table 29 CampaignCSQMap 11
in DialingList table 30 ContactCallDetail 13
CrsApplication table 24 ContactQueueDetail 19
CrsGroup table 26 ContactRoutingDetail 21
CrsTrigger table 28 ContactServiceQueue 22
csqID field CrsApplication 24
in CampaignCSQMap table 11, 12 CrsGroup 26
in TeamCSQMapping table 51 CrsTrigger 28
CSQName field DialingList 29
in ContactServiceQueue table 22 MonitoredResourceDetail 33
in RtCSQsSummary table 44 RemoteMonitoringDetail 35
customVariable10 field Resource 37
in ContactCallDetail table 17 ResourceGroup 39

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ResourceSkillMapping 40 in ContactCallDetail table 15

RmonCSQConfig 41 destinationType field
RmonResConfig 42 in ContactCallDetail table 15
RmonUser 43 dialingListID field
RtCSQsSummary 44 in AgentConnectionDetail table 6
RtICDStatistics 45 in DialingList table 30
Skill 47 DialingList table 29
SkillGroup 48 disposition field
Supervisor 49 in ContactQueueDetail table 20
Team 50 dispositionReason field
TeamCSQMapping 51 in ContactCallDetail table 14
WorkflowTask 52 dstPhone01 field
dateInActive field in DialingList table 30
in CampaignCSQMap table 12 dstPhone02 field
dateInactive field in DialingList table 31
in AreaCode table 8 dstPhone03 field
in Campaign table 10 in DialingList table 31
in ContactServiceQueue table 23
in CrsApplication table 26
E
in CrsGroup table 27
in CrsTrigger table 29 enabled field
in DialingList table 33 in Campaign table 9
in ResourceGroup table 40 endDateTime field
in Resource table 38 in AgentConnectionDetail table 5
in RmonUser table 43 in ContactCallDetail table 15
in Skill table 48 in RtCSQsSummary table 45
in Supervisor table 50 in RtICDStatistics table 47
in TeamCSQMapping table 52 in WorkflowTask table 52
in Team table 51 endMonitoringTime field
daylightSavingsEnabled field in RemoteMonitoringDetail table 36
in AreaCode table 8 endTime field
description field in Campaign table 9
in Campaign table 9 eventDateTime field
in CrsApplication table 26 in AgentStateDetail table 7
in CrsGroup table 27 eventType field
in CrsTrigger table 29 in AgentStateDetail table 7
destinationDN field extension field
in ContactCallDetail table 15 in Resource table 38
destinationID field

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F I

field, database 1 idleTimeout field

finalPriority field, in ContactRoutingDetail table 21 in CrsTrigger table 29
firstName field
in DialingList table 30
L
flowout field
in ContactCallDetail table 18 lastName field
in DialingList table 30
lastNumberdialed field
G
in DialingList table 32
gmtOffset field loggedInAgents field
in AgentConnectionDetail table 5 in RtCSQsSummary table 44
in AgentStateDetail table 7 in RtICDStatistics table 46
in ContactCallDetail table 15 loginID field
in MonitoredResourceDetail table 34 in RmonUser table 43
in RemoteMonitoringDetail table 37 longestTalkDuration field
gmtZone field in RtCSQsSummary table 44
in AreaCode table 8 in RtICDStatistics table 46
gmtZonePhone01 field longestWaitDuration field
in DialingList table 30 in RtCSQsSummary table 45
gmtZonePhone02 field in RtICDStatistics table 46
in DialingList table 31
gmtZonePhone03 field
M
in DialingList table 31
groupClass field managedTeamID field
in CrsGroup table 27 in Supervisor table 49
groupEnabled field maxAttempts field
in CrsGroup table 27 in Campaign table 9
groupID field metServiceLevel field
in CrsGroup table 27 in ContactCallDetail table 18
groupType field in ContactQueueDetail table 20
in CrsGroup table 27 misc1 field
in CrsTrigger table 29
misc2 field
H
in CrsTrigger table 29
holdTime field missedCallbackAction field
in AgentConnectionDetail table 6 in Campaign table 10
MonitoredResourceDetail table 33

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monitoredRsrcID field in ContactCallDetail table 15

in MonitoredResourceDetail table 34 originatorID field
monitoredSessionID field in ContactCallDetail table 14
in RemoteMonitoringDetail table 37 originatorType field
monitoredSessionSeqNum field in ContactCallDetail table 14
in MonitoredResourceDetail table 34 origMonitoredID field
in RemoteMonitoringDetail table 36
origMonitoredIdType field
N
in RemoteMonitoringDetail table 36
name 43 origPriority field, in ContactRoutingDetail table 21
name field
in RmonUser table 43
P
nodeID field
in AgentConnectionDetail Table 5 parentTaskID field
in ContactCallDetail table 13 in WorkflowTask table 52
in ContactQueueDetail table 19 phone01 field
in ContactRoutingDetail table 21 in DialingList table 30
in MonitoredResourceDetail table 34 phone02 field
in RemoteMonitoringDetail table 37 in DialingList table 30
NOT NULL, defined 2 phone03 field
numOfChannels field in DialingList table 30
in CrsGroup table 27 primary key 3
numOfSessions field privateData field
in CrsApplication table 25 in AreaCode table 8
in CrsTrigger table 29 in Campaign table 10
in ContactServiceQueue table 24
in CrsApplication table 26
O
in CrsGroup table 27
oldestContact field in CrsTrigger table 29
in RtCSQsSummary table 44 in DialingList table 32
in RtICDStatistics table 46 profileID field
orderInRG field in AgentConnectionDetail table 5
in Resource table 38 in AgentStateDetail table 7
orderList field in AreaCode table 8
in ContactServiceQueue table 24 in Campaign table 9
origCalledNumber field in ContactCallDetail table 14
in ContactCallDetail table 16 in ContactQueueDetail table 19
originatorDN field in ContactRoutingDetail table 21
in ContactServiceQueue table 22

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 Index

in CrsApplication table 25
R
in CrsTrigger table 28
in DialingList table 30 reasonCode field
in MonitoredResourceDetail table 34 in AgentStateDetail table 7
in ProfileIDMapping table 26, 35 record, database 1
in RemoteMonitoringDetail table 37 recordID field
in ResourceGroup table 40 in AreaCode table 8
in ResourceSkillMapping table 41 in CampaignCSQMap table 11, 12
in Resource table 38 in Campaign table 9
in RmonCSQConfig table 42 in ContactServiceQueue table 23
in RmonResConfig table 42 in CrsApplication table 25
in RmonUser table 43 in CrsGroup table 26
in SkillGroup table 48 in CrsTrigger table 28
in Skill table 47 in DialingList table 30
in Supervisor table 49 in Supervisor table 49
in TeamCSQMapping table 51 in TeamCSQMapping table 51
in Team table 50 redirect field
profilename field in ContactCallDetail table 18
in ProfileIDMapping table 35 regionCode field
prompt field in AreaCode table 8
in ContactServiceQueue table 24 remoteLoginID field
in RemoteMonitoringDetail table 36
RemoteMonitoringDetail table 35
Q reservedAgents field
qIndex field in RtCSQsSummary table 45
in AgentConnectionDetail table 5 in RtICDStatistics table 46
in ContactQueueDetail table 20 resourceFirstName field
in ContactRoutingDetail table 21 in Resource table 39
queueAlgorithm field resourceGroupID field
in ContactServiceQueue table 23 in ContactServiceQueue table 23
queueOrder field in ResourceGroup table 40
in ContactQueueDetail table 20 in Resource table 38
queueTime field resourceGroupName field
in ContactQueueDetail table 20 in ResourceGroup table 40
queueTime field, in ContactRoutingDetail table 22 ResourceGroup table 39
resourceID field
in AgentConnectionDetail table 5
in Resource table 38
resourceLastName field

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 Index

in Resource table 39 in ContactCallDetail table 13

resourceLoginID field in ContactQueueDetail table 19
in Resource table 38 in ContactRoutingDetail table 21
in RmonResConfig table 42 in MonitoredResourceDetail table 33
in Supervisor table 49 in RemoteMonitoringDetail table 36
resourceName field sessionSeqNum field
in Resource table 38 in AgentConnectionDetail table 5
resourcePoolType field in ContactCallDetail table 13
in ContactServiceQueue table 23 in ContactQueueDetail table 19
resourceSkillMapID field in ContactRoutingDetail table 21
in ResourceSkillMapping table 41 in RemoteMonitoringDetail table 37
in Resource table 38 skillGroupID field
ResourceSkillMapping table 40 in ContactServiceQueue table 23
Resource table 37 in SkillGroup table 48
resourceType field SkillGroup table 48
in Resource table 38 skillID field
ringTime field in ResourceSkillMapping table 41
in AgentConnectionDetail table 5 in SkillGroup table 48
RmonCSQConfig table 41 in Skill table 47
rmonID field skillName field
in RemoteMonitoringDetail table 36 in Skill table 48
in RmonCSQConfig table 42 skillOrder field
in RmonResConfig table 42 in SkillGroup table 49
in RmonUser table 43 Skill table 47
RmonResConfig table 42 skillWeight field
RmonUser table 43 in SkillGroup table 49
RtCSQsSummary table 44 startDateTime field
RtICDStatistics table 45 in AgentConnectionDetail table 5
in ContactCallDetail table 15
in ContactRoutingDetail table 22
S
in RtCSQsSummary table 45
selectionCriteria field in RtICDStatistics table 47
in ContactServiceQueue table 23 in WorkflowTask table 52
serviceLevel field startMonitoringCallTime field
in ContactServiceQueue table 23 in MonitoredResourceDetail table 34
serviceLevelPercentage field startMonitoringReqTime field
in ContactServiceQueue table 23 in MonitoredResourceDetail table 33
sessionID field in RemoteMonitoringDetail table 36
in AgentConnectionDetail table 5 startTime field

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 Index

in Campaign table 9 triggerType field

storage 2 in CrsTrigger table 28
Supervisor table 49 type field
supervisorType field in RmonUser table 43
in Supervisor table 50

U
T
unavailableAgents field
talkingAgents field in RtCSQsSummary table 44
in RtCSQsSummary table 45 in RtICDStatistics table 46
in RtICDStatistics table 46
talkTime field
V
in AgentConnectionDetail table 5
targetID field version field
in ContactQueueDetail table 20 in CrsApplication table 25
targetType field in CrsGroup table 27
in ContactQueueDetail table 20 in CrsTrigger table 28
taskID field
in WorkflowTask table 52
TeamCSQMapping table 51
W
teamID field WorkflowTask table 52
in TeamCSQMapping table 51 workingAgents field
in Team table 50 in RtCSQsSummary table 45
teamName field in RtICDStatistics table 46
in Team table 50 workTime field
Team table 50 in AgentConnectionDetail table 6
totalCalls field wrapUpTime field
in RtCSQsSummary table 44 in ContactServiceQueue table 24
in RtICDStatistics table 46
totalCSQs field
in RtICDStatistics table 46
transfer field
in ContactCallDetail table 18
triggerEnabled field
in CrsTrigger table 28
triggerLocale field
in CrsTrigger table 29
triggerName field
in CrsTrigger table 28

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 Index

Cisco Unified CCX Database Schema Guide, Release 8.5(1)

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