Database Schema Handbook for Cisco Unified ICM/Contact Center

Enterprise, Release 12.0(1)

First Published: 2019-01-11
Last Modified: 2019-11-21

Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS,
INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND,
EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH
THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY,
CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of
the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS" WITH ALL FAULTS.
CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT
LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS
HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network
topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional
and coincidental.

All printed copies and duplicate soft copies of this document are considered uncontrolled. See the current online version for the latest version.

Cisco has more than 200 offices worldwide. Addresses and phone numbers are listed on the Cisco website at www.cisco.com/go/offices.

The documentation set for this product strives to use bias-free language. For purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on
age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that
is hardcoded in the user interfaces of the product software, language used based on standards documentation, or language that is used by a referenced third-party product.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL:
https://www.cisco.com/c/en/us/about/legal/trademarks.html. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a
partnership relationship between Cisco and any other company. (1721R)
© 1994–2019 Cisco Systems, Inc. All rights reserved.
 CONTENTS

PREFACE Preface xv
Change History xv
About This Guide xv
Audience xv
Related Documents xvi
Communications, Services, and Additional Information xvi
Field Notice xvii
Documentation Feedback xvii
Conventions xvii

CHAPTER 1 Introduction 1
The Unified ICM and Unified CC Enterprise Databases 1
General Concepts 2
Tables Columns and Rows 2
Table Relationships 2
Key Fields 3
Reserved Fields 4
Field Applicability 4
Data Types 4
Real-Time and Historical Data 6
Call Detail Data 6

CHAPTER 2 All Tables 9

Admin_Script_Schedule_Map 14
Agent 16
Agent_Attribute 19

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
iii
Contents

Agent_Desk_Settings 20
Agent_Distribution 26
Agent_Event_Detail 27
Agent_Interval 31
Agent_Logout 35
Agent_Real_Time 37
Agent_Skill_Group_Interval 43
Agent_Skill_Group_Logout 59
Agent_Skill_Group_Real_Time 60
Agent_State_Trace 63
Agent_Targeting_Rule 67
Agent_Targeting_Rule_Member 70
Agent_Targeting_Rule_Range 71
Agent_Team 71
Agent_Team_Member 73
Agent_Team_Supervisor 74
Announcement 74
Application_Event 75
Application_Gateway 78
Application_Gateway_Connection 79
Application_Gateway_Globals 81
Application_Gateway_Half_Hour 83
Application_Instance 85
Application_Path 86
Application_Path_Member 88
Application_Path_Real_Time 88
Attribute 90
Attribute_Set 92
Attribute_Set_Member 93
AWControl 93
Blended_Agent_Options 94
Bucket_Intervals 98
Bulk_Job 99
Business_Entity 101

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
iv
 Contents

Business_Hours 102
Business_Hours_Real_Time 104
Business_Hours_Reason 105
Call_Event_Detail (Reserved for future use) 106
Call_Type 108
Call_Type_Interval 110
Call_Type_Map 125
Call_Type_SG_Interval 126
Call_Type_Real_Time 138
Campaign 152
Campaign_Half_Hour 161
Campaign_Query_Rule 162
Campaign_Query_Rule_Half_Hour 165
Campaign_Query_Rule_Interval 168
Campaign_Query_Rule_Real_Time 171
Campaign_Skill_Group 180
Campaign_Target_Sequence 182
Cfg_Mngr_App_Snapshot_State 183
Cfg_Mngr_Globals 184
Cfg_Mngr_User_Desktop_Snap 185
Cfg_Mngr_User_Menu 187
Cfg_Mngr_User_Settings 187
Cfg_Mngr_View 188
Class_Access_Xref 189
Class_List 190
Class_Security 191
ClassID_To_ObjectType 192
Configuration_Limit 192
Config_Message_Log 195
Congestion Control 196
Contact_Share_Group 199
Contact_Share_Group_Member 200
Contact_Share_Queue 201
Contact_Share_Rule 202

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
v
Contents

Controller_Time 202
Customer_Definition 203
Customer_Options 204
Default_Call_Type 205
Department 206
Department _Member 207

Device_Target 208
Dialed_Number 210
Dialed_Number_Label 212
Dialed_Number_Map 212
Dial_Number_Plan 214
Dialer 215
Dialer_Detail 220
Dialer_Half_Hour 226
Dialer_Interval 229
Dialer_Port_Map 232
Dialer_Port_Real_Time 233
Dialer_Real_Time 235
Dialer_Skill_Group_Half_Hour 238
Dialer_Skill_Group_Real_Time 242
ECC_Payload 244
ECC_Payload_Member 245
Enterprise_Route 246
Enterprise_Route_Member 247
Enterprise_Service 247
Enterprise_Service_Member 248
Enterprise_Skill_Group 249
Enterprise_Skill_Group_Member 250
Event 251
Expanded_Call_Variable 253
Feature_Control_Set 255
ICR_Globals 256
ICR_Instance 260
ICR_Locks 261

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
vi
 Contents

ICR_Node 262
ICR_View 264
Ids 265
Import_Log 266
Import_Rule 267
Import_Rule_Clause 271
Import_Rule_History 273
Import_Rule_Real_Time 274
Import_Schedule 275
Label 276
Logger_Admin 278
Logger_Meters 279
Logger_Type 280
Logical_Interface_Controller 281
Location 283
Location_Member 283
Machine_Address 284
Machine_Connection_Profile 285
Machine_Host 285
Machine_Service 290
Master_Script 294
Media_Class 296
Media_Routing_Domain 297
Network_Event_Detail 300
Network_Target 302
Network_Trunk_Group 303
Network_Trunk_Group_Half_Hour 304
Network_Trunk_Group_Real_Time 306
Network_Vru 308
Network_Vru_Bank 309
Network_Vru_Script 310
Next_Available_Number 312
Object_Access_Xref 312
Object_List 313

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
vii
Contents

Object_Security 314
Person 315
Peripheral 317
Peripheral_Default_Route 321
Peripheral_Interval 322
Peripheral_Monitor 324
Peripheral_Real_Time 326
Peripheral_Set 330
Peripheral_Set_Controller 331

Peripheral_Set_Host 331
Peripheral_Target 332
Persistent_Variable 334
Physical_Controller_Half_Hour 335
Physical_Interface_Controller 336
Precision_Queue 337
Precision_Q_Real_Time Table 339
Precision_Queue_Step 350
Precision_Q_Step_Real_Time 351
Precision_Queue_Term 352
Query_Rule 354
Query_Rule_Clause 356
Reason_Code 357
Recovery 358
Recurring_Schedule_Map 359
Region 361
Region_Info 362
Region_Member 363
Region_Prefix 364
Region_View 365
Region_View_Member 369
Rename 370
Route 370
Route_Call_Detail 372
Route_Call_Variable 379

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
viii
 Contents

Route_Five_Minute 380
Route_Half_Hour 384
Route_Real_Time 389
Router_Queue_Interval 394
Routing_Client 403
Routing_Client_Five_Minute 407
Routing_Pattern 414
Schedule 415
Schedule_Import 417
Schedule_Import_Real_Time 419
Schedule_Map 421
Schedule_Report 422
Schedule_Report_Input 424
Schedule_Source 425
Scheduled_Target 426
Scheduled_Target_Real_Time 427
Script 428
Script_Cross_Reference 430
Script_Data 431
Script_Five_Minute 431
Script_Print_Control 433
Script_Queue_Real_Time 433
Script_Real_Time 434
Script_Table 435
Script_Table_Column 436
Sec_Group 437
Sec_User 438
Service 439
Service_Array 442
Service_Array_Member 444
Service_Five_Minute 445
Service_Interval 450
Service_Level_Threshold 459
Service_Member 460

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
ix
Contents

Service_Real_Time 461
Shift 477
SIP_Server_Group 478
SIP_Server_Group_Elements 479
Skill_Group 480
Skill_Group_Five_Minute 484
Skill_Group_Interval 488
Skill_Group_Member 516
Skill_Group_Real_Time 517
Skill_Target 533
Special_Day_Schedule 534
System_Attribute 537
System_Capacity_Interval 537
System_Capacity_Real_Time 539
Termination_Call_Detail 540
Termination_Call_Variable 556
Time_Zone_Location 558
Translation_Route 559
Translation_Route_Half_Hour 560
Trunk 562
Trunk_Group 563
Trunk_Group_Five_Minute 565
Trunk_Group_Half_Hour 566
Trunk_Group_Real_Time 567
User_Formula 569
User_Formula_Equation 570
User_Group 571
User_Group_Member 573
User_Security_Control 574
User_Supervisor_Map 575
User_Variable 576
Version 577
View_Column 578
Vru_Currency 579

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
x
 Contents

Vru_Defaults 580
Vru_Locale 582
Vru_Port_Map 583
Week_Day_Schedule 584

CHAPTER 3 Tables by Group 587

Overview 587
Blended Agent (Outbound Option) 588
Business Hours 589
Contact Sharing 590
Device 591
Peripheral Detail 593
Trunk Group Detail 593
Enterprise 594
Media Routing 596
Precision Queue 597
Precision Queue Detail 598
Route 598
Schedule 601
Script 602
Call Type Detail 604
Region Detail 604
Script Detail 605
Security 606
Skill Target 608
Agent Detail 610
Service Detail 611
Skill Group Detail 611
System 612
User Preferences 614
VRU Micro-application 615
Tables Reserved for Future Use 615

CHAPTER 4 Field Values 617

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xi
 Contents

Access Levels 617

AgentState 618
Application Gateway: Fault Tolerance 619
Client Type 620
Customer Options Type 622
Days 622
Dialed Number Map: ANIWildCardType 623
Dialer Detail: CallResult 624
Dialer Detail: CallStatusZone 625
Dialer Detail: DialingMode 626
Event Fields 627
ICR Locks Fields 627
LabelType Fields 628
Logical Interface Controller Fields 628
Network Vru Type 630
Port Status 631
Route Call Detail Fields 631
Object Types: Security 633
Object Types: User Variable 634
Peripheral Real Time Status Field 636
Reason Codes 637
Service Fields 639
Service Real Time: Service Mode Indicator Field 640
Target Types: Script Cross Reference and Scheduled Report Input 640
Termination Call Detail: Call Disposition and CallDispositionFlag Fields 643
Termination Call Detail: Peripheral Call Type 651
Trunk Type 654

CHAPTER 5 Database Rules 657

Blended Agent Tables (Outbound Option) 657

Business Hours Tables 659
Contact Sharing Tables 659
Device Tables 659
Enterprise Tables 660

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xii
 Contents

Media Routing Tables 661

Route Tables 661
Schedule Tables 662
Script Tables 663
Security Tables 663
Skill Target Tables 664
System Tables 665
User Preferences Tables 666
VRU Micro-applications Tables 666

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xiii
Contents

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xiv
 Preface
• Change History, on page xv
• About This Guide, on page xv
• Audience, on page xv
• Related Documents, on page xvi
• Communications, Services, and Additional Information, on page xvi
• Field Notice, on page xvii
• Documentation Feedback, on page xvii
• Conventions, on page xvii

Change History
This table lists changes made to this guide. Most recent changes appear at the top.

Change See Date

Initial Release of Document for Release 12.5(1) February 2020

Added a new ServiceType for Principal Machine Service

VVB

About This Guide

The Database Schema Handbook for Cisco Unified Contact Center Enterprise describes the database schema
used by Unified Contact Center Enterprise (Unified CCE), including the types of data stored in the database
and the relationships among those data. This guide documents each table, major categories of tables, coded
values used, and the dependencies and constraints.

Audience
This manual is intended for Unified ICM and Unified CCE software system managers and supervisors.
Understanding the database schema helps you to create your own monitoring screens and reports. It also helps
you to understand how the Unified ICM and Unified CCE software works.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xv
 Preface
Related Documents

You can navigate the PDF file using the Contents, the Index, and the links.

Related Documents
Documentation for contact center enterprise solutions is accessible from Cisco.com at: https://www.cisco.com/
cisco/web/psa/default.htm. Click Voice and Unified Communications, then click Cisco Unified Contact
Center Products or Cisco Unified Voice Self-Service Products, then click the product or option you want.
• For the Unified CCE Documentation guide, go to http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-contact-center-enterprise/products-documentation-roadmaps-list.html.
• Related documentation includes the documentation sets for Cisco Unified Contact Center Management
Portal (Unified CCMP), Cisco Unified Customer Voice Portal (Unified CVP), and Cisco Unified IP IVR.
• Documentation for Cisco Unified Communications Manager (Unified CM) is accessible from
https://www.cisco.com/c/en/us/support/unified-communications/
unified-communications-manager-callmanager/products-documentation-roadmaps-list.html.
• Technical Support documentation and tools are accessible from
http://www.cisco.com/en/US/support/index.html.
• For information on the Cisco software support methodology, see Software Release and Support
Methodology: ICM/Unified CCE available at (sign-in required) http://www.cisco.com/c/en/us/products/
customer-collaboration/unified-contact-center-enterprise/bulletin-listing.html.
• For a detailed list of language localizations, see the Cisco Unified ICM/Contact Center Product and
System Localization Matrix available at the bottom of http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-intelligent-contact-management-enterprise/
products-technical-reference-list.html.

Communications, Services, and Additional Information

• To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.
• To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.
• To submit a service request, visit Cisco Support.
• To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit
Cisco Marketplace.
• To obtain general networking, training, and certification titles, visit Cisco Press.
• To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system
that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides
you with detailed defect information about your products and software.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xvi
 Preface
Field Notice

Field Notice
Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that
typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice
Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.
You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume
RSS feeds when new announcements are released for the following notices:
• Cisco Security Advisories
• Field Notices
• End-of-Sale or Support Announcements
• Software Updates
• Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/

mynotifications.

Documentation Feedback
To provide comments about this document, send an email message to the following address:
contactcenterproducts_docfeedback@cisco.com
We appreciate your comments.

Conventions
This document uses the following conventions:

Convention Description

boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons,
folder names, and submenu names.
For example:
• Choose Edit > Find.
• Click Finish.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xvii
 Preface
Preface

Convention Description

italic font Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collection of agents
who share similar skills.
• A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.

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.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
xviii
 CHAPTER 1
Introduction
• The Unified ICM and Unified CC Enterprise Databases, on page 1
• General Concepts, on page 2
• Real-Time and Historical Data, on page 6

The Unified ICM and Unified CC Enterprise Databases

Unified ICM and Unified CC Enterprise software uses the following types of databases:
• The central database that is part of the Central Controller.
• The local database on each distributor Administration & Data Server.
• The Historical Data Server (HDS) database on a distributor Administration & Data Server.

The following table lists the databases and respective customer instance names.

Database Database Name

Central <customer>_sideA or <customer>_sideB

Local <customer>_awdb

Historical Data Server <customer>_hds

Unified ICM and Unified CC Enterprise software uses information in the central database to determine how
to route each call. This includes information about your telephone system configuration and routing scripts.
The local database contains copy of the configuration data and scripts from the central database.
The local database also contains tables of real-time information that describe activity at the call centers. (The
Central Controller keeps the real-time information in memory but does not store it in the central database.)
This information allows you to monitor current activity within the system.
The central database stores historical information describing past activities at the call centers and within
Unified ICM and Unified CC Enterprise systems. A special HDS database on a distributor Administration &
Data Server at each site also stores the same historical information. Therefore, either the central database or
an HDS database is the historical database for an Administration & Data Server user. You can access historical
information that is stored in the historical database to produce reports and screens.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
1
 Introduction
General Concepts

General Concepts
This section gives a brief overview of relational database concepts and details about how data is generated
by the system software.

Tables Columns and Rows

A database contains tables of data. A table defines a series of columns or fields. The actual data is stored as
rows or records within each table. Each row contains one value for each column of the table. For example,
Figure 1 shows a table with five columns. It contains three rows of data.

The data in tables changes for each system, but the definition of tables and columns does not. This manual
describes the columns of each table; it does not describe the actual data in table rows.

Table Relationships
Related tables in a database share one or more common fields or columns. For example, both the Agent and
Peripheral tables include the PeripheralID field. This defines a relationship: each row in the Agent table is
related to the row in the Peripheral table that shares the same PeripheralID value.
Relationships between tables can be one-to-one or one-to-many. For example, because one peripheral can be
associated with many agents, the relationship between the Peripheral and Agent tables is one-to-many. On
the other hand, each peripheral has a single peripheral default route and each peripheral default route belongs
to only one peripheral. Therefore, the relationship between the Peripheral and Peripheral Default Route tables
is one-to-one.
Sometimes a single row might not be associated with any rows in a related table. For example, it is possible
to define a peripheral with no associated agents. Normally, this would only be a temporary condition. In some
cases, however, the condition might be permanent. For example, you can define a trunk group but not define
the associated trunks.
Sometimes the natural relationship between two tables appears to be many-to-many. For example, each agent
can be a member of many skill groups and each skill group can contain many agents. Therefore, the Agent
and Skill Group tables appear to have a many-to-many relationship. However, in this case, a third table, called
a cross-reference table, actually links the tables so the relationship is actually one-to-many. For example,
Figure 2 shows how the Skill Group Member table acts as a cross-reference table for the Agent and Skill
Group tables.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
2
 Introduction
Key Fields

The Skill Group Member table contains one record for each member of each skill group. It has one-to-many
relationships with both the Agent table and the Skill Group table. This avoids a direct many-to-many relationship
between the Agent and Skill Group tables.

Key Fields
One or more fields within a table can form a key. Keys are the fields that you commonly use to locate specific
records. Usually the fields that make up a key are defined as NOT NULL (meaning they cannot take the NULL
value), but there are many exceptions.
Most tables have a primary key. For example, the PeripheralID field is the primary key for the Peripheral
table.
An example of a foreign key is the PeripheralID field in the Agent table. You can use this key to find all
agents that are associated with a specific peripheral.
The Agent table contains two alternate keys: the EnterpriseName field, and the combination of the PeripheralID
and PeripheralNumber fields. A value for either of these keys uniquely identifies an agent.
The combination of FirstName and LastName is an inversion key for the Agent table. While this key value
is not necessarily unique, it is a convenient way to locate specific agents. This table lists the types of keys and
the codes that are used for them in the system database.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
3
 Introduction
Reserved Fields

Key Type Code Description

Primary key PK Consists of one or more fields that have a unique value for each
record in the table.
By default, the primary key is the clustered key for the table.

Alternate key AK A unique key, other than the primary key, that you can use to
locate a specific record.

Foreign key FK A primary key from one table that appears in a second table. A
foreign key that establishes a one-to-one relationship is always
unique. A foreign key that establishes a one-to-many relationship
is not unique.

Inversion key IE A key that does not necessarily have a unique value, but can be
used to locate a group of records within the table.

Note By default, all keys are on the PRIMARY file group for the database. Microsoft SQL Server always
creates the PRIMARY file group as the default file group.

The codes from this table are used to identify key fields in each table. If a table has more than one key of the
same type, then numbers are attached to the codes. For example, if a table has two alternate keys, then the
fields in the first are "AK1" and the fields in the second are "AK2."
Each field is marked as either NULL (meaning that NULL is a valid value) or NOT NULL (meaning that
NULL is not valid).

Reserved Fields
Some fields in the database are marked as reserved. This means that system software or the database manager
might use the field, but it has no external meaning. You must not modify any field marked as reserved.

Field Applicability
Unless specifically indicated otherwise, table fields apply to both Unified ICM and Unified CCE.

Data Types
This table describes the data types used for fields in the Unified ICM and Unified CCE database.

Unified ICM and MS SQL Server Null Option Description

Unified CCE Data Type Default
Defined Data
Type
CHANGESTAMP int NOT NULL Consists of one or more fields that have a unique
value for each record in the table.
DBCHAR char(1) NOT NULL Up to 1 character. The value 1 is the storage size.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
4
Introduction
Data Types

Unified ICM and MS SQL Server Null Option Description

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
5
 Introduction
Real-Time and Historical Data

Real-Time and Historical Data

Unified ICM and Unified CCE software maintains real-time and historical status information about certain
objects in the system such as service, skill groups, routes, and scripts.
For example, the Route Real Time table contains real-time information about each route. The Route Five
Minute and Route Half Hour tables contain historical information about each route. The Route Real Time
table contains one row for each route. (It has a one-to-one relationship with the Route table.) The Route Half
Hour table contains many rows for each route--Unified ICM and Unified CCE software adds an additional
row for each route every half hour. (It has a one-to-many relationship with the Route table.)

Note The Half Hour database tables available in the database are not populated because these tables are not
supported. These tables are replaced by the Interval database tables.

The system software updates the real-time tables in the database every ten seconds. Real-time information
includes information about what is happening right now (for example, CallsQNow and ExpectedDelay). It
also includes summary information about what has happened during the last five minutes (for example,
CallsIncomingTo5 and AvgTalkTimeTo5), since the last half-hour historical data (for example, CallsRoutedHalf
and CallsAbandQHalf), and since midnight (for example, CallsOfferedToday and CallsHandledToday).
Unified ICM and Unified CCE software generates historical information on five- and 30-minute intervals,
with the first interval beginning at midnight. For example, Unified ICM and Unified CCE software adds a
new row for each Route to the Route Five Minute table every five minutes. Unified ICM and Unified CCE
software adds a new row for each Route to the Route Half Hour table every 30 minutes. Some of the information
for the historical tables is derived from accumulation fields in the real-time tables. For example, at the end of
each five-minute interval, the value from the CallsOfferedTo5 field in the Route Real Time table is copied to
the CallsOfferedTo5 field of the Route Five Minute table.
Each five- and 30-minute row contains a field for the date-time. The time stored in this field is the time at the
start of the interval. For example, a Service Five Minute row for the interval from 10:00 a.m. to 10:05 a.m.
contains the time 10:00 a.m. However, some fields within the table contain a snapshot of data from the end
of the interval. For example, the CallsQNow field of the Service Five Minute table contains the number of
calls queued at the end of the five-minute period. Therefore, the Service Five Minute row with the time of
10:00 a.m. tells you the number of calls queued at 10:05 a.m. To find the number of calls queued at 10:00
a.m., look at the Service Five Minute record for 9:55 a.m.

Call Detail Data

Each time Unified ICM and Unified CCE software processes a routing request, it generates a Route Call Detail
row that contains information about the request and routing decision it made. Each row includes the day on
which the request was handled and a key value generated by Unified ICM and Unified CCE software that is
unique among all requests handled that day. These two values together comprise a unique identifier for the
call.
When Unified ICM and Unified CCE software receives information that a call is completely done (that is, for
example, it has been routed to a peripheral, handled by an agent, and disconnected), then a row about the call
is written to the Termination Call Detail table. The Termination Call Detail row indicates the agent, skill
group, and service that handled the call. It also contains information such as how long the caller was on hold,
and whether the call was transferred to another agent after the initial routing.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
6
Introduction
Call Detail Data

If the call was sent to a translation route, the Termination Call Detail row contains the same day and router
key values as the Route Call Detail row for the same call. You can use these fields to link the tables and find
all the call detail information for a single call. This process is called cradle-to-grave call tracking.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
7
 Introduction
Call Detail Data

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
8
 CHAPTER 2
All Tables
• Admin_Script_Schedule_Map, on page 14
• Agent, on page 16
• Agent_Attribute, on page 19
• Agent_Desk_Settings, on page 20
• Agent_Distribution, on page 26
• Agent_Event_Detail, on page 27
• Agent_Interval, on page 31
• Agent_Logout, on page 35
• Agent_Real_Time, on page 37
• Agent_Skill_Group_Interval, on page 43
• Agent_Skill_Group_Logout, on page 59
• Agent_Skill_Group_Real_Time, on page 60
• Agent_State_Trace, on page 63
• Agent_Targeting_Rule, on page 67
• Agent_Targeting_Rule_Member, on page 70
• Agent_Targeting_Rule_Range, on page 71
• Agent_Team, on page 71
• Agent_Team_Member, on page 73
• Agent_Team_Supervisor, on page 74
• Announcement, on page 74
• Application_Event, on page 75
• Application_Gateway, on page 78
• Application_Gateway_Connection, on page 79
• Application_Gateway_Globals, on page 81
• Application_Gateway_Half_Hour, on page 83
• Application_Instance, on page 85
• Application_Path, on page 86
• Application_Path_Member, on page 88
• Application_Path_Real_Time, on page 88
• Attribute, on page 90
• Attribute_Set, on page 92
• Attribute_Set_Member, on page 93
• AWControl, on page 93

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
9
 All Tables

• Blended_Agent_Options, on page 94
• Bucket_Intervals, on page 98
• Bulk_Job, on page 99
• Business_Entity, on page 101
• Business_Hours, on page 102
• Business_Hours_Real_Time, on page 104
• Business_Hours_Reason, on page 105
• Call_Event_Detail (Reserved for future use), on page 106
• Call_Type, on page 108
• Call_Type_Interval, on page 110
• Call_Type_Map, on page 125
• Call_Type_SG_Interval, on page 126
• Call_Type_Real_Time, on page 138
• Campaign, on page 152
• Campaign_Half_Hour, on page 161
• Campaign_Query_Rule, on page 162
• Campaign_Query_Rule_Half_Hour, on page 165
• Campaign_Query_Rule_Interval, on page 168
• Campaign_Query_Rule_Real_Time, on page 171
• Campaign_Skill_Group, on page 180
• Campaign_Target_Sequence, on page 182
• Cfg_Mngr_App_Snapshot_State, on page 183
• Cfg_Mngr_Globals, on page 184
• Cfg_Mngr_User_Desktop_Snap, on page 185
• Cfg_Mngr_User_Menu, on page 187
• Cfg_Mngr_User_Settings, on page 187
• Cfg_Mngr_View, on page 188
• Class_Access_Xref, on page 189
• Class_List, on page 190
• Class_Security, on page 191
• ClassID_To_ObjectType, on page 192
• Configuration_Limit, on page 192
• Config_Message_Log, on page 195
• Congestion Control, on page 196
• Contact_Share_Group, on page 199
• Contact_Share_Group_Member, on page 200
• Contact_Share_Queue, on page 201
• Contact_Share_Rule, on page 202
• Controller_Time, on page 202
• Customer_Definition, on page 203
• Customer_Options, on page 204
• Default_Call_Type, on page 205
• Department, on page 206
• Department _Member , on page 207
• Device_Target, on page 208
• Dialed_Number, on page 210

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
10
All Tables

• Dialed_Number_Label, on page 212

• Dialed_Number_Map, on page 212
• Dial_Number_Plan, on page 214
• Dialer, on page 215
• Dialer_Detail, on page 220
• Dialer_Half_Hour, on page 226
• Dialer_Interval, on page 229
• Dialer_Port_Map, on page 232
• Dialer_Port_Real_Time, on page 233
• Dialer_Real_Time, on page 235
• Dialer_Skill_Group_Half_Hour, on page 238
• Dialer_Skill_Group_Real_Time, on page 242
• ECC_Payload, on page 244
• ECC_Payload_Member, on page 245
• Enterprise_Route, on page 246
• Enterprise_Route_Member, on page 247
• Enterprise_Service, on page 247
• Enterprise_Service_Member, on page 248
• Enterprise_Skill_Group, on page 249
• Enterprise_Skill_Group_Member, on page 250
• Event, on page 251
• Expanded_Call_Variable, on page 253
• Feature_Control_Set, on page 255
• ICR_Globals, on page 256
• ICR_Instance, on page 260
• ICR_Locks, on page 261
• ICR_Node, on page 262
• ICR_View, on page 264
• Ids, on page 265
• Import_Log, on page 266
• Import_Rule, on page 267
• Import_Rule_Clause, on page 271
• Import_Rule_History, on page 273
• Import_Rule_Real_Time, on page 274
• Import_Schedule, on page 275
• Label, on page 276
• Logger_Admin, on page 278
• Logger_Meters, on page 279
• Logger_Type, on page 280
• Logical_Interface_Controller, on page 281
• Location, on page 283
• Location_Member, on page 283
• Machine_Address, on page 284
• Machine_Connection_Profile, on page 285
• Machine_Host, on page 285
• Machine_Service, on page 290

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
11
 All Tables

• Master_Script, on page 294

• Media_Class, on page 296
• Media_Routing_Domain, on page 297
• Network_Event_Detail, on page 300
• Network_Target, on page 302
• Network_Trunk_Group, on page 303
• Network_Trunk_Group_Half_Hour, on page 304
• Network_Trunk_Group_Real_Time, on page 306
• Network_Vru, on page 308
• Network_Vru_Bank, on page 309
• Network_Vru_Script, on page 310
• Next_Available_Number, on page 312
• Object_Access_Xref, on page 312
• Object_List, on page 313
• Object_Security, on page 314
• Person, on page 315
• Peripheral, on page 317
• Peripheral_Default_Route, on page 321
• Peripheral_Interval, on page 322
• Peripheral_Monitor, on page 324
• Peripheral_Real_Time, on page 326
• Peripheral_Set, on page 330
• Peripheral_Set_Controller , on page 331
• Peripheral_Set_Host, on page 331
• Peripheral_Target, on page 332
• Persistent_Variable, on page 334
• Physical_Controller_Half_Hour, on page 335
• Physical_Interface_Controller, on page 336
• Precision_Queue, on page 337
• Precision_Q_Real_Time Table, on page 339
• Precision_Queue_Step, on page 350
• Precision_Q_Step_Real_Time, on page 351
• Precision_Queue_Term, on page 352
• Query_Rule, on page 354
• Query_Rule_Clause, on page 356
• Reason_Code, on page 357
• Recovery, on page 358
• Recurring_Schedule_Map, on page 359
• Region, on page 361
• Region_Info, on page 362
• Region_Member, on page 363
• Region_Prefix, on page 364
• Region_View, on page 365
• Region_View_Member, on page 369
• Rename, on page 370
• Route, on page 370

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
12
All Tables

• Route_Call_Detail, on page 372

• Route_Call_Variable, on page 379
• Route_Five_Minute, on page 380
• Route_Half_Hour, on page 384
• Route_Real_Time, on page 389
• Router_Queue_Interval, on page 394
• Routing_Client, on page 403
• Routing_Client_Five_Minute, on page 407
• Routing_Pattern, on page 414
• Schedule, on page 415
• Schedule_Import, on page 417
• Schedule_Import_Real_Time, on page 419
• Schedule_Map, on page 421
• Schedule_Report, on page 422
• Schedule_Report_Input, on page 424
• Schedule_Source, on page 425
• Scheduled_Target, on page 426
• Scheduled_Target_Real_Time, on page 427
• Script, on page 428
• Script_Cross_Reference, on page 430
• Script_Data, on page 431
• Script_Five_Minute, on page 431
• Script_Print_Control, on page 433
• Script_Queue_Real_Time, on page 433
• Script_Real_Time, on page 434
• Script_Table, on page 435
• Script_Table_Column, on page 436
• Sec_Group, on page 437
• Sec_User, on page 438
• Service, on page 439
• Service_Array, on page 442
• Service_Array_Member, on page 444
• Service_Five_Minute, on page 445
• Service_Interval, on page 450
• Service_Level_Threshold, on page 459
• Service_Member, on page 460
• Service_Real_Time, on page 461
• Shift, on page 477
• SIP_Server_Group, on page 478
• SIP_Server_Group_Elements, on page 479
• Skill_Group, on page 480
• Skill_Group_Five_Minute, on page 484
• Skill_Group_Interval, on page 488
• Skill_Group_Member, on page 516
• Skill_Group_Real_Time, on page 517
• Skill_Target, on page 533

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
13
 All Tables
Admin_Script_Schedule_Map

• Special_Day_Schedule, on page 534

• System_Attribute, on page 537
• System_Capacity_Interval, on page 537
• System_Capacity_Real_Time, on page 539
• Termination_Call_Detail, on page 540
• Termination_Call_Variable, on page 556
• Time_Zone_Location, on page 558
• Translation_Route, on page 559
• Translation_Route_Half_Hour, on page 560
• Trunk, on page 562
• Trunk_Group, on page 563
• Trunk_Group_Five_Minute, on page 565
• Trunk_Group_Half_Hour, on page 566
• Trunk_Group_Real_Time, on page 567
• User_Formula, on page 569
• User_Formula_Equation, on page 570
• User_Group, on page 571
• User_Group_Member, on page 573
• User_Security_Control, on page 574
• User_Supervisor_Map, on page 575
• User_Variable, on page 576
• Version, on page 577
• View_Column, on page 578
• Vru_Currency, on page 579
• Vru_Defaults, on page 580
• Vru_Locale, on page 582
• Vru_Port_Map, on page 583
• Week_Day_Schedule, on page 584

Admin_Script_Schedule_Map
This table is in the Script category (see Script, on page 602). For database rules, see Script Tables, on page
663.
Each row describes the schedule associated with an administrative script.
Use the Administrative Manager facility of the Script Editor to add, update, and delete
Admin_Script_Schedule_Map records.

Related tables
• Master_Script, on page 294 (through MasterScriptID)

Table 1: Indexes for Admin_Script_Schedule_Map Table

index_name index_description index_keys

XPKAdmin_Script_Schedule_Map Primary key MasterScriptID, SequenceNumber

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
14
 All Tables
Admin_Script_Schedule_Map

Table 2: Fields in Admin_Script_Schedule_Map Table

Name Description Data Type Keys and

NULL
Option

DayFlags A bitmask specifying the days on which the script DBINT NOT
is executed. NULL
To see values, see Days, on page 622.

DayOfMonth Indicates to which day of month the schedule DBSMALLINT NOT

applies. NULL
To see values, see Days, on page 622.

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

within a month. NULL
To see values, see Days, on page 622.

DayType Indicates to which day the schedule applies. DBSMALLINT NOT

NULL
To see values, see Days, on page 622.

Description Additional information about the schedule. DESCRIPTION NULL

EndDay The day of the month on which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end date. NULL

EndHour The hour of the day at which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end time. NULL

EndMinute The minute of the hour at which the schedule DBSMALLINT NOT
expires. The value is 0 if the schedule has no end NULL
time.

EndMonth The month in which the schedule expires. The value DBSMALLINT NOT
is 0 if the schedule has no end date. NULL

EndSecond The second of the minute at which the schedule DBSMALLINT NOT
expires. The value is 0 if the schedule has no end NULL
time.

EndYear The year in which the schedule expires. The value DBINT NOT
is 0 if the schedule has no end date. NULL

MasterScriptID The scheduled administrative script. DBINT PK, FK

NOT
NULL

MonthOfYear Indicates to which month the schedule applies: DBSMALLINT NOT

NULL
• 0 = Applies to every month
• 1-12 = Specifies the month of year

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
15
 All Tables
Agent

Name Description Data Type Keys and

NULL
Option

Recurrence The granularity of the script frequency interval: DBSMALLINT NOT

NULL
• 0 = hours
• 1 = minutes
• 2 = seconds

RecurrenceFreq Specifies how many recurrence intervals occur DBINT NOT

between successive executions. NULL

SequenceNumber Index for schedules associated with a specific master DBINT PK

script.
NOT
NULL

StartDay The day of the month on which the schedule goes DBSMALLINT NOT
into effect (1 through 31). NULL

StartHour The hour of the day at which the schedule goes into DBSMALLINT NOT
effect. NULL

StartMinute The minute of the hour at which the schedule goes DBSMALLINT NOT
into effect. NULL

StartMonth The month in which the schedule goes into effect (1 DBSMALLINT NOT
through 12). NULL

StartSecond The second of the minute at which the schedule goes DBSMALLINT NOT
into effect. NULL

StartYear The year in which the schedule goes into effect DBINT NOT
NULL

Type The type of schedule. DBSMALLINT NOT

NULL

Agent
This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target,
on page 608. To see database rules for these tables, see Skill Target Tables, on page 664.
It contains one record for each agent (a person capable of answering calls). Each agent is associated with a
specific peripheral (ACD) and can be a member of one or more skill groups.
Use Configuration Manager to add, update, and delete Agent records.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
16
 All Tables
Agent

Related Tables
• Agent_Attribute, on page 19 (through SkillTargetID)
• Agent_Desk_Settings, on page 20 (through AgentDeskSettingsID)
• Agent_Event_Detail, on page 27 (through SkillTargetID)
• Agent_Logout, on page 35 (through SkillTargetID)
• Agent_Real_Time, on page 37 (through SkillTargetID)
• Agent_State_Trace, on page 63 (through SkillTargetID)
• Agent_Team_Member, on page 73 (through SkillTargetID)
• Dialer_Detail, on page 220 (through PeripheralNumber)
• Peripheral, on page 317 (through PeripheralID)
• Person, on page 315 (through PersonID)
• Schedule, on page 415 (through ScheduleID)
• Skill_Group_Member, on page 516 (through SkillTargetID)
• Skill_Target, on page 533 (through SkillTargetID)
• Termination_Call_Detail, on page 540 (AgentSkillTargetID maps to Agent.SkillTargetID.
SourceAgentSkillTargetID maps to Agent.SkillTargetID)

Table 3: Indexes for Agent Table

index_name index_description index_keys

XPKAgent Primary key SkillTargetID

XAK1Agent_Map Unique key PeripheralID, PersonID

XAK2Agent Unique key PeripheralID, PeripheralNumber

XIE2Agent Inversion key AgentDeskSettingsID

XIE3Agent Inversion key ScheduleID

XIE4Agent Inversion key EnterpriseName

XIE6Agent Inversion key DateTimeStamp

Table 4: Fields in Agent Table

Name Description Data Type Keys and

NULL
Option

AgentDeskSettingsID Identifies the agent desk settings associated with the DBINT FK, IE-2
agent.
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
17
 All Tables
Agent

Name Description Data Type Keys and

NULL
Option

AgentStateTrace Indicates whether the software collects agent state DBCHAR NOT
trace data for the agent: NULL
• Y = Yes
• N = No

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

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

peripheral to initialize the agent.

DateTimeStamp Records the date and time when the record was DBDATETIME NULL
added/updated.

DefaultSkillGroup Provides different agents on the same peripheral the DBINT NULL
ability to have calls reported against a unique default
skill group. For all calls where the peripheral default
skill group would normally be used (agent-initiated
outbound calls, or inbound calls queued to an agent
when a skill group is not provided), the
DefaultSkillGroup would be used instead.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the agent. DESCRIPTION NULL

EnterpriseName An enterprise name for the agent that is unique VNAME32 IE-4
within the enterprise. You might form the name by
NOT
combining the agent's first and last name with the
NULL
name of the peripheral.
In a Unified CCE deployment, this is the value that
appears in the Cisco Unified Intelligence Center
Agent Report Value List.
For custom reporting, you may want to use the agent
person LoginName (as is used for Packaged CCE),
or agent last name/first name as a friendlier user
representation.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
18
 All Tables
Agent_Attribute

Name Description Data Type Keys and

NULL
Option

PeripheralID Foreign key from the Peripheral table. DBSMALLINT AK-1,

AK-2, FK
NOT
NULL

PeripheralName The name of the agent as known to the peripheral. VNAME32 NULL

PeripheralNumber The agent's login ID assigned at the switch. varchar(32) AK-2

NOT
NULL

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

NOT
NULL

ScheduleID Identifies an imported schedule associated with the DBINT FK, IE-3
agent.
NULL

SkillTargetID An identifier that is unique among all skill targets DBINT PK, FK
in the enterprise.
NOT
NULL

SupervisorAgent Indicates whether an agent is a supervisor. DBCHAR NOT

NULL
• Y = Yes, agent is a supervisor
• N = No, agent is not a supervisor

TemporaryAgent Indicates whether the agent is a temporary agent DBCHAR NOT

created by the CallRouter: NULL
• Y = Yes, created by the CallRouter
• N = No, not created by the CallRouter

UserDeletable Indicates if the record can by deleted by a user. DBCHAR NOT

Default is Y. NULL

Agent_Attribute
This table defines the attributes that belong to an agent. For change stamp purposes, the parent table is Agent.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
19
 All Tables
Agent_Desk_Settings

Note • You can add or delete individual agents, or delete all agents from this table.
• Attributes do not require a value. Queue memberships are solely based on the attributes that belong
to an agent.

Related Tables
• Agent, on page 16 (through SkillTargetID)
• Attribute, on page 90 (through AttributeID)

Table 5: Indexes for Agent_Attribute Table

index_name index_description index_keys

XPKAgent_Attribute Primary key SkillTargetID, AttributeID

XIE1Agent_Attribute Inversion key AttributeID, AttributeValue

Table 6: Fields in Agent_Attribute Table

Name Description Data Type Keys and

NULL
Option

AttributeID Foreign key to the Attribute table, and part of the DBINT PK, IE-1
primary key.
NOT
NULL

AttributeValue Value of this attribute. varchar(255) IE-1

NULL

Description Description DESCRIPTION NULL

SkillTargetID Foreign key to the Agent table, and part of the DBINT PK
primary key.
NOT
NULL

Agent_Desk_Settings
This table is part of the Skill Traget category (see Skill Target, on page 608). To see database rules for these
tables, see Skill Target Tables, on page 664.
Each row defines the features available to an enterprise agent and state changes for the agent. Use Unified
ICM Configuration Manager to add, update, and delete Agent_Desk_Settings records.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
20
 All Tables
Agent_Desk_Settings

Related tables
• Agent, on page 16 (through AgentDeskSettingsID)
• Peripheral, on page 317 (through AgentDeskSettingsID)

Table 7: Indexes for Agent_Desk_Settings Table

index_name index_description index_keys

XPKAgent_Desk_Settings Primary key AgentDeskSettingsID

XAK1Agent_Desk_Settings Unique key EnterpriseName

Table 8: Fields in Agent_Desk_Settings Table

Name Description Data Type Keys and

NULL
Option

AgentCanSelectGroup Indicates if the agent can select which groups they DBCHAR NOT
are logged on to. NULL

AgentDeskSettingsID A unique identifier for the agent desk settings. DBINT PK

NOT
NULL

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

NULL
• Y = Yes, calls to other agents are allowed.
• N = No, calls to other agents are not allowed.

AutoAnswerEnabled Indicates if calls to the agent are automatically DBCHAR NOT

answered: NULL
• Y = Yes, calls automatically answered.
• N = No, calls are not automatically answered.

AutoRecordOnEmergency Specifies whether to automatically record or not DBINT NULL

record when an emergency call request started:
• 0 = Do not automatically record
• 1 = Automatically record

AvailAfterIncoming Indicates whether to automatically consider the agent DBCHAR NOT

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
21
 All Tables
Agent_Desk_Settings

Name Description Data Type Keys and

NULL
Option

AvailAfterOutgoing Indicates whether to automatically consider the agent DBCHAR NOT

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

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time at which the record was DBDATETIME NULL
added / updated.

DefaultDevicePortAddress Optional value to override the default port address VNAME32 NULL
for the agent telephony device.

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the desk settings. DESCRIPTION NULL

EmergencyCallMethod Indicates whether Unified CCE creates a consultative DBINT NULL

call or a blind conference call for an emergency call
request:
• 0 = Consultative call
• 1 = Blind conference call

EnterpriseName An enterprise name for the agent desk settings that VNAME32 AK-1
is unique within the enterprise.
NOT
NULL

IdleReasonRequired Indicates if the agent must enter a reason before DBCHAR NOT
entering the Idle state: NULL
• Y = Yes, agent must enter a reason.
• N = No, agent does not need to enter a reason.

LogoutNonActivityTime Number of seconds on non-activity at the desktop DBINT NULL

after which the software automatically logs out the
agent.

LogoutReasonRequired Indicates if the agent must enter a reason before DBCHAR NOT
logging out: NULL
• Y = Yes, agent must enter a reason.
• N = No, agent does not need to enter a reason.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
22
 All Tables
Agent_Desk_Settings

Name Description Data Type Keys and

NULL
Option

MultilineAgentControl Reserved for future use. DBINT NOT

NULL
Default value is 0.

MultilineAgentStateBehavior Reserved for future use. DBINT NOT

NULL
Default value is 0.

NonACDCallsAllowed Reserved for future use. DBCHAR NOT

NULL

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

OutboundAccessOperatorAssisted Indicates if the agent can initiate operator assisted DBCHAR NOT
calls: NULL
• Y = Yes, agent can initiate calls.
• N = No, agent cannot initiate calls.

OutboundAccessPBX Indicates if the agent can initiate outbound PBX DBCHAR NOT
calls: NULL
• Y = Yes, agent can initiate calls.
• N = No, agent cannot initiate calls.

OutboundAccessPrivateNet Indicates if the agent can initiate calls through the DBCHAR NOT
private network: NULL
• Y = Yes, agent can initiate calls.
• N = No, agent cannot initiate calls.

OutboundAccessPublicNet Indicates if the agent can initiate calls through the DBCHAR NOT
public network: NULL
• Y = Yes, agent can initiate calls.
• N = No, agent cannot initiate calls.

QualityRecordingRate Indicates how frequently calls to the agent are DBINT NULL
recorded.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
23
 All Tables
Agent_Desk_Settings

Name Description Data Type Keys and

NULL
Option

RecordingMode (For future use.) Specifies if the call requests are DBINT NULL
routed through the Cisco Communication Manager
PIM. The default is 0, which means that call
requests do not get routed through the Cisco
Communication Manager PIM.

RemoteAgentType Determines how mobile agents who use this dial DBSMALLINT NOT
plan are handled. NULL
Values are:
0 = local agent, no remote access allowed. This is
the default
1 = use call by call mobile agent routing.
2 = use nailed connection for mobile agent routing
3 = agent chooses call by call or nailed connection
at login.

RemoteLoginWithoutDesktop Y or N. DBCHAR NOT

NULL
If Y, mobile agent is permitted to login without a
desktop.

RingNoAnswerDialedNumberID Provides the dialed number identifier for the new DBINT NULL
re-route destination in case of a ring-no-answer.

RingNoAnswerTime Number of seconds a call may ring at the agent DBINT NULL
station before being redirected.
Note For Unified CCE deployments with CVP,
configure Ring No Answer (RNA)
timeout in CVP only. This removes the
requirement to manually align the
relevant CVP and Unified CCE timer
configuration. If you configure Ring No
Answer timeout on CVP, you need not
configure RNA timeout in Unified CCE.
To configure RNA time in CVP, see the
Patterns for RNA timeout on outbound
SIP calls section in the CVP OAMP
console. After a CVP requery due to the
RNA condition, once the call is revoked,
the agent is transitioned to the not ready
state. For non-CVP based Unified CCE
deployments, you must configure RNA
timeout in Unified CCE (using the Agent
Desk Settings List Tool on the CCE
Administration Workstation).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
24
 All Tables
Agent_Desk_Settings

Name Description Data Type Keys and

NULL
Option

SilentMonitorAudibleIndication Specifies whether an audio click sounds when silent DBINT NULL
monitoring is started:
• 1 = An audible click sounds.
• 0 = An audible click does not sound.

SilentMonitorWarningMessage Specifies whether a warning message box appears DBINT NULL

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

SupervisorAssistCallMethod Indicates whether Unified CCE Enterprise creates DBINT NULL

a consultative call or a blind conference call for the
supervisor assistance request:
• 0 = Consultative call
• 1 = Blind conference

SupervisorCallsAllowed Indicates if the agent can initiate supervisor assisted DBCHAR NOT
calls: NULL
• Y = Yes, agent can initiate calls.
• N = No, agent cannot initiate calls.

WorkModeTimer Specifies the auto wrap-up time out. The default DBINT NULL
value is 0 (auto wrap-up is disabled).

WrapupDataIncomingMode Indicates if the agent is allowed or required to enter DBINT NOT

wrap-up data after an inbound call: NULL
• 0= Required
• 1 = Optional
• 2= Not allowed
• 3= Required with wrap-up data

WrapupDataOutgoingMode Indicates if the agent is allowed or required to enter DBINT NOT

wrap-up data after an outbound call: NULL
• 0= Required
• 1 = Optional
• 2= Not allowed

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
25
 All Tables
Agent_Distribution

Agent_Distribution
This is one of the Peripheral Detail tables in the Device category. For more information, see Device, on page
591. For database rules, see Device Tables, on page 659.
Each row indicates whether to send real-time and historical agent data from a specific peripheral to a specific
Administration & Data Server.
Use Unified ICM Configuration Manager to add, update, and delete Agent_Distribution records.

Related tables
• Peripheral, on page 317 (through PeripheralID)

Table 9: Indexes for Admin_Distribution Table

index_name index_description index_keys

XPKAgent_Distribution Primary key AgentDistributionID

XAK1Agent_Distribution Unique key PeripheralID, DistributorSiteName

Table 10: Fields in Agent_Distribution Table

Name Description Data Type Keys and

NULL
Option

AgentDistributionID A unique identifier for the agent distribution. DBINT PK

NOT
NULL

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

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time at which the record was DBDATETIME NULL
added / updated.

DistributorSiteName The name of the Distributor site to which agent data VNAME32 AK-1
is sent.
NOT
NULL

Enabled Indicates whether to send agent data or not: DBCHAR NOT

NULL
• Y = Yes, an agent can send data.
• N = No, an agent cannot send data.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
26
 All Tables
Agent_Event_Detail

Name Description Data Type Keys and

NULL
Option

PeripheralID The peripheral from which agent data is sent. DBSMALLINT AK-1, FK
NOT
NULL

Agent_Event_Detail
This table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 608). To see
database rules for these tables, see Skill Target Tables, on page 664.
This table can become large. Running custom reporting queries against it while it is on the HDS can degrade
performance. To optimize performance, extract the data from the HDS into your own custom database on a
separate server (one that is not used for other Unified ICM and Unified CCE components). Use only
DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction.
The table on the custom database can be indexed according to the custom reporting needs.
Displays agent LOGIN, LOGOUT, and NOT_READY events.

Related tables
• Agent, on page 16 (through SkillTargetID)
• Media_Routing_Domain, on page 297 (through MRDomainID)

Table 11: Indexes for Agent_Event_Detail Table

index_name index_description index_keys

XPKAgent_Event_Detail Primary key DateTime, SkillTargetID, MRDomainID,

TimeZone

XAK1Agent_Event_Detail Unique key RecoveryKey

XIEIAgent_Event_Detail Inversion key DbDateTime

Table 12: Fields in Agent_Event_Detail Table

Name Description Data Type Keys and

NULL
Option

DateTime The date and time (in Central Controller local time) DBDATETIME PK
that the transition for the event occurred. For the
NOT
NOT_READY event, the date and time (in Central
NULL
Controller local time) that the transition for the event
occurred or the interval boundary occurred.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
27
 All Tables
Agent_Event_Detail

Name Description Data Type Keys and

NULL
Option

DbDateTime The current date and time stamp when the records DBDATETIME IE-1
are written to the HDS database. The logger database
NULL
has NULL for this column.

Duration Duration in seconds associated with the EVENT: DBINT NULL

LOGIN: Typically set to zero
LOGOUT: Number of seconds the agent was logged
into the Media Routing Domain.
NOT_READY: Number of seconds the agent was
in the NotReady State with respect to the Media
Routing Domain, from the last state change, in
NOT_READY state with reason code change, or
from the last interval boundary.
For example:
Time=12:10:00 Agent NotReady state transition
Time=12:11:00 Agent Ready state transition,
AgentEventDetail.Duration=60
Time=12:25:00 Agent NotReady state transition
Time=12:30:00 Interval boundary change,
AgentEventDetail.Duration=300
Time=13:00:00 Interval boundary change,
AgentEventDetail.Duration=1800

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
28
 All Tables
Agent_Event_Detail

Name Description Data Type Keys and

NULL
Option

Event DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
29
 All Tables
Agent_Event_Detail

Name Description Data Type Keys and

NULL
Option
Event transition that occurred. This value represents
the event that is triggered and does not correlate with
Agent State values.
• 1 = LOGIN Agent logged in to the Media
Routing Domain,
• 2 = LOGOUT Agent logged out of the Media
Routing Domain,
• 3 = NOT_READY Agent transitioned out of
the NOT_READY state, changed reason code
in NOT_READY state, or Agent remained in
the NOT_READY state during the interval
boundary.

• 1= LOGIN
• 2 = LOGOUT
• 3 = NOT_READY
• 4 = AVAILABLE
• 5 = TALKING
• 6 = WORK_NOT_READY
• 7 = WORK_READY
• 8 = RESERVED
• 9 = HOLD
• 10 = ACTIVE
• 11 = PAUSED
• 12 = INTERRUPTED
• 13 = NOT_ACTIVE
• 14 = CONSULT_CALL
• 15 = CALL_RECONNECTED
• 16 = CALL_RETRIEVED
• 17 = CALL_CONFERENCED
• 18 = CONFERENCED_ENDED
• 19 = CALL_TRANSFERRED
• 20 = CALL_HELD

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
30
 All Tables
Agent_Interval

Name Description Data Type Keys and

NULL
Option
• 21 = TASK_END
• 22 = CALL_CONNECTION_CLEARED
• 23 = RESUME_TASK
• 24 = INTERRUPT_DONE

LoginDateTime DateTime (in Central Controller local time) when DBDATETIME NOT
the agent initially logged into the Media Routing NULL
Domain.

MRDomainID The ID of the Media Routing Domain with which DBINT PK

the event is associated.
NOT
NULL

SkillTargetID The SkillTargetID of the agent. DBINT PK

NOT
NULL

TimeZone The Central Controller’s time zone for the date and DBINT PK
time. The value is the offset in minutes from
NOT
UTC(formerly GMT).The value is negative for time
NULL
zones to the east of UTC and positive for time zones
to the west of UTC.

Agent_Interval
This table describes the Agent Details under the 15 Minute Reporting category.

Table 13: Indexes for Agent_Interval Table

index_name index_description index_keys

XPKAgent_Interval Primary key DateTime, SkillTargetID, Timezone,

MRDomainID

XAK1Agent_Interval Unique key Recovery Key

XIE1Agent_Interval Inversion key DbDateTime

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
31
 All Tables
Agent_Interval

Table 14: Fields in Agent_Interval Table

Name Description Data Type Keys and

NULL
Option

AvailTime Total time, in seconds, the agent was in the NOT ACTIVE state DBINT NULL
during the reporting interval.

AvailableInMRDTime The number of seconds in the reporting interval that this agent DBINT NULL
was available for this Media Routing Domain.
An agent is available, or eligible to be assigned a task in this
MRD, if the agent meets all these conditions:
1. The agent is in any state other than Not Ready state for this
MRD.
2. The agent is not working on a non-interruptible task in
another MRD.
3. Only email tasks are interruptible, meaning that system
software can assign agents another task while they are
working on an email. Voice calls, and chat sessions cannot
be interrupted.
4. The agent has not reached the maximum task limit for this
MRD. For voice calls, the task limit is always one task. For
email and chat, the maximum task limit is configurable and
can be more than one task. The agent is considered eligible
to be assigned emails or chat until the maximum task limit
is reached for that MRD.

DateTime The Central Controller date and time at the start of the interval. DBSMALLDATE PK
NOT NULL

DbDateTime The current date and time stamp when the records are written to DBDATETIME IE-1
the HDS database. The logger database has NULL for this
NULL
column.

Extension The last extension the agent was logged in to during this interval. varchar(32) NULL

LoggedOnTime Total time, in seconds, the agent was logged in to this Media DBINT NULL
Routing Domain during the reporting interval.

MRDomainID Identifies the Media Routing Domain. DBINT PK

NOT NULL

NotReadyTime Total time, in seconds, the agent was in the Not Ready state with DBINT NULL
respect to this Media Routing Domain during the reporting
interval. (In the Not Ready state, agents are logged on, but are
not involved in any call handling activity, or available to handle
a call.)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
32
 All Tables
Agent_Interval

Name Description Data Type Keys and

NULL
Option

NonACDLineCallsInCount Indicates how many non-ACD calls the agent answered on one DBINT NULL
of the non-ACD lines. Only populated when Multiline feature is
enabled.

NonACDLineCallsOutCount Indicates how many non-ACD calls the agent initiated on one of DBINT NULL
the non-ACD lines. Only populated when Multiline feature is
enabled.

NonACDLineCallsInTime Indicates how much time the agent spent on non-ACD calls that DBINT NULL
the agent answered on the non-ACD lines. This time includes
the time from answered until the call ended. Only populated when
Multiline feature is enabled. Only applies to Unified CCE.

NonACDLineCallsOutTime Indicates how much time the agent spent on non-ACD calls that DBINT NULL
the agent initiated on the non-ACD lines. This time includes the
time from when the call was initiated until the call ended whether
the call was answered. Only populated when Multiline feature
is enabled. Only applies to Unified CCE.

PickRequests The total number of pick requests picked by this agent in the DBINT NULL
reporting interval.

PullRequests The total number of pull requests picked by this agent in the DBINT NULL
reporting interval.

PickErrors Number of pick requests resulting in an error either due to routing DBINT NULL
failure or those that abandon/ terminate before being delivered
to Agent's inbox.

PullErrors Number of pull requests resulting in an error either due to routing DBINT NULL
failure or those that abandon / terminate before being delivered
to Agent's inbox.

RecoveryKey A unique ID assigned to each record and used internally by the DBFLT8 AK-1
Unified ICM and Unified CCE Enterprise software to track the
NOT NULL
record.

ReportingHalfHour The value indicates half-hour boundary interval (0 to 47). Two DBINT NULL
15-minute interval records have unique half hour boundary
values.

ReportingInterval This value indicates the period, in minutes, over which the router DBINT NULL
calculates the Call Type and Call Type Skill Group data. The
valid values are 30 (default) or 15.

Reserved1 Reserved for future use. DBINT NULL

Reserved2 Reserved for future use. DBINT NULL

Reserved3 Reserved for future use. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
33
 All Tables
Agent_Interval

Name Description Data Type Keys and

NULL
Option

Reserved4 Reserved for future use. DBINT NULL

Reserved5 Reserved for future use. DBFLT4 NULL

RoutableInMRDTime The number of seconds in the reporting interval that this agent DBINT NULL
was routable for this MRD.

RouterCallsAbandQ Number of calls queued to the agent by the CallRouter that were DBINT NULL
abandoned during the reporting interval. This field is valid only
if calls are routed directly to an agent, by either the
Queue-to-Agent node or the Send-to-Agent node in the routing
script.

RouterQueueCalls Number of calls queued to the agent by the CallRouter during DBINT NULL
the reporting interval.

RouterCallsOffered The count of calls routed or queued to the agent in the reporting DBINT NULL
interval. This field is valid only if calls are routed directly to an
agent, by either the Queue-to-Agent node or the Send-to-Agent
node in the routing script.

RouterCallsAband The count of calls abandoned after they have been routed to an DBINT NULL
agent, during the reporting interval. This field is valid only if
calls are routed directly to an agent, by either the Queue-to-Agent
node or the Send-to-Agent node in the routing script. This field
is applicable to Unified CCE.

RouterCallsDequeued This value is incremented when a call is dequeued from an agent DBINT NULL
and routed to another agent in the reporting interval. This field
is valid only if calls are routed directly to an agent, by either the
Queue-to-Agent node or the Send-to-Agent node in the routing
script.

RouterCallsRedirected For systems that use the Router Requery feature, this is the count DBINT NULL
of requery events for the call in the reporting interval. For systems
using Ring on No Answer (RONA), this is the count of TCDs
with call disposition of DBCDF_REDIRECTED. If a system has
both configurations, both events increment this field. This field
is valid only if calls are routed directly to an agent, by either the
Queue-to-Agent node or the Send-to-Agent node in the routing
script. This field is applicable to Unified CCE.

RouterCallsAnswered The count of calls that the agent answers in this Skill Group in DBINT NULL
the reporting interval. This field is valid only if calls are routed
directly to an agent, by either the Queue-to-Agent node or the
Send-to-Agent node in the routing script. This field is applicable
to Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
34
 All Tables
Agent_Logout

Name Description Data Type Keys and

NULL
Option

RouterCallsHandled The number of calls this agent handles during the reporting DBINT NULL
interval. This reflects the number of calls that were sent to this
agent that have the Handled type of Call Disposition Flag value
1. For systems that use the Router Requery feature, this is the
count of requery events for the call in the reporting interval. This
field is valid only if calls are routed directly to an agent, by either
the Queue-to-Agent node or the Send-to-Agent node in the
routing script. This field is applicable to Unified CCE.

RouterError The number of calls that result in an error condition in the DBINT NULL
reporting interval. This field is valid only if calls are routed
directly to an agent, by either the Queue-to-Agent node or the
Send-to-Agent node in the routing script.
See Rotuer Error Codes for the complete list of RouterError
codes.

SkillTargetID Identifies the agent. DBINT PK

NOT NULL

TimeZone The Central Controller’s time zone for the date and time. The DBINT PK
value is the offset in minutes from UTC(formerly GMT).The
NOT NULL
value is negative for time zones to the east of UTC and positive
for time zones to the west of UTC.

TalkOtherTime Total time, in seconds, the agent spent talking on internal calls DBINT NULL
during the reporting interval. Only defined for voice media. For
non-voice media, this is set to zero.

Agent_Logout
This table is one of the Agent Detail tables in the Skill Target categor (see Skill Target, on page 608). To see
database rules for these tables, see Skill Target Tables, on page 664.
Central database only. Each row provides statistics for an agent's session. A session begins when an agent
first logs in to the system and ends when the agent logs out.

Related Tables
• Agent, on page 16 (through SkillTargetID)
• Media_Routing_Domain, on page 297 (through MRDomainID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
35
 All Tables
Agent_Logout

Table 15: Indexes for Agent_Logout Table

index_name index_description index_keys

XPKAgent_Logout Primary key LogoutDateTime, SkillTargetID, TimeZone,

MRDomainID

XAK1Agent_Logout Unique key RecoveryKey

XIEAgent_Logout Inversion key DbDateTime

Table 16: Fields in Agent_Logout Table

Name Description Data Type Keys and

NULL Option

DbDateTime The current date and time stamp when the records are written to DBDATETIME IE-1
the HDS database. The logger database has NULL for this column
NULL

Extension Extension the Agent was logged in varchar (32) NULL

LoginDuration Number of seconds the agent was logged in. DBINT NULL

LogoutDateTime Central Controller date and time when the agent logged out. DBDATETIME PK
NOT NULL

MRDomainID The identifier for the Media Routing Domain associated with the DBINT PK
agent logout.
NOT NULL

NetworkTargetID The device target the agent was logged on to. This applies to DBINT NULL
Unified CCE agents only.

PhoneType The type of phone being used: DBSMALLINT NULL

0 = normal ACD/Unified CCE phone, or non-voice task
1 = remote phone, call by call
2 = remote phone, nailed connection
All new agent logout data has a NOT NULL value by default.
During upgrade or migration, the value for this column is NULL.

ReasonCode Reason code returned by the peripheral for the agent logout. See DBINT NULL
Reason Codes, on page 637.

RecoveryKey A unique ID assigned to each record and used internally by the DBFLT8 AK-1
Unified ICM and Unified CCE Enterprise software to track the
NOT NULL
record.

RemotePhoneNumber For a mobile agent working remotely, the current phone number. varchar(32) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
36
 All Tables
Agent_Real_Time

Name Description Data Type Keys and

NULL Option

SkillTargetID Identifies the agent. DBINT PK

NOT NULL

TimeZone The Central Controller’s time zone for the date and time. The DBINT PK
value is the offset in minutes from UTC(formerly GMT).The
NOT NULL
value is negative for time zones to the east of UTC and positive
for time zones to the west of UTC.

Agent_Real_Time
This table is one of the Agent Detail tables in the Skill Target category. For more information, see Skill Target,
on page 608. To see database rules for these tables, see Skill Target Tables, on page 664.
Local database only. Each row in the table is for an agent and MRD pair currently logged in. For example, if
the agent was logged into three MRDs, then the agent has three rows in the table.

Related tables
• Agent, on page 16 (through SkillTargetID)
• Media_Routing_Domain, on page 297 (through MRDomainID)
• Precision_Queue, on page 337 (through PrecisionQueueID)
• Service, on page 439 (ServiceSkillTargetID maps to Service.SkillTargetID)
• Skill_Group, on page 480 (SkillGroupSkillTargetID maps to SkillGroup.SkillTargetID)

Table 17: Index - Agent_Real_Time Table

index_name index_description index_keys

XPKAgent_Real_Time Primary key SkillTargetID, MRDomainID

Table 18: Fields in Agent_Real_Time Table

Name Description Data Type Keys and

NULL
Option

AgentStatus Reserved for future use. DBINT NULL

AgentState The current real time state of the agent with respect DBINT NULL
to this MRD.
To see Agent State values, see AgentState, on page
618.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
37
 All Tables
Agent_Real_Time

Name Description Data Type Keys and

NULL
Option

AvailableInMRD The agent's availability status with respect to the DBINT NULL
MRD:
• 0 = Not Available
• 1 = ICM Available
• 2 = Application Available

CallInProgress The number of tasks associated with this MRD on DBINT NULL
which this agent is currently working.

CampaignID The campaign ID for the campaign associated with DBINT NULL
this call. This field is populated when the call is
answered by an agent.
Note This field is applicable to Outbound
Option only

CustomerAccountNumber The account number of the caller with whom the varchar(32) NULL
agent is speaking. This field is populated when the
call is answered by an agent.
Note This field is applicable to Outbound
Option only.

CustomerPhoneNumber The phone number of the caller with whom the agent VTELNO20 NULL
is speaking. This field is populated when the call is
answered by an agent.
Note This field is applicable to Outbound
Option only.

DateTime The Central Controller date and time at the start of DBDATETIME NOT
the interval. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
38
 All Tables
Agent_Real_Time

Name Description Data Type Keys and

NULL
Option

DateTimeLastModeChange The date and time of the agent last mode change in DBDATETIME NULL
this MRD.
An agent has a mode with respect to each Media
Routing Domain the agent is logged in to. These
modes are either routable or not routable.
If the mode is routable, the Unified ICM controls
the agent and assigns tasks to the agent. When an
agent is routable for an MRD, an application instance
(for example, Email and Web Manager) will not
allow the agent to work on a task unless Unified
ICM assigns the task.
If the mode is not routable, the application instance
(for example: Email and Web Manager) will not
allow the agent to work on a task unless Unified
ICM assigns the task.
For Email and Web Manager, an agent mode never
changes. Each agent is always routable.
An agent mode is always routable with respect to
the voice MRD.

DateTimeLastStateChange Date and time of the agent's last state change in this DBDATETIME NULL
MRD.

DateTimeLogin Date and time the agent logged on to this MRD. DBDATETIME NULL
Date and time of the agent's last state change in this
MRD.

DateTimeTaskLevelChange The date and time of the agent's last task level DBDATETIME NULL
change in this MRD.
Chat agents have a maximum number of open slots.
The task level changes when the number of open
slots changes as a result of the number of calls in
progress changing (the number of open slots = the
maximum number of tasks - calls in progress).
This applies to all other agents as well, however, the
task level is always 0 or 1.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
39
 All Tables
Agent_Real_Time

Name Description Data Type Keys and

NULL
Option

Destination Destination type of outbound call on which the agent DBINT NULL
is currently working:
• 0 = None
• 1 = ACD
• 2 = Direct
• 3 = For predictive and progressive mode OB
calls
• 4 = For outbound reservation call
• 5 = For Preview and Direct Preview mode OB
calls

Direction Direction of call on which the agent is currently DBINT NULL

working:
• NULL= None
• 0 = None
• 1 = In (non-voice tasks are always inbound)
• 2 =Out
• 3 = Other In
• 4 = Other Out/Direct Preview
• 5 = Outbound Reserve
• 6 = Outbound Preview
• 7 = Outbound Predictive/Progressive

Extension Extension on which the agent is currently working. varchar(32) NULL

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

MaxTasks The maximum number of tasks associated with this DBINT NULL
Media Routing Domain on which this agent can
work simultaneously.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
40
 All Tables
Agent_Real_Time

Name Description Data Type Keys and

NULL
Option

MRDomainID The identifier for the Media Routing Domain DBINT PK, FK
associated with this peripheral.
NOT
NULL

NetworkTargetID Unique identifier for the target. DBINT FK

Note This applies for Unified CCE agents only. NULL

OnHold OnHold status of the agent: DBINT NULL

• 0 = Call not on hold
• 1 = Call on hold

PhoneType The kind of phone being used: DBSMALLINT NOT

NULL
• 0 = normal ACD/IP phone, or non voice task
• 1 = remote phone, call by call
• 2 = remote phone, nailed connection

PrecisionQueueID Identifies the Precision Queue for the call on which DBINT NULL
the Agent is currently working otherwise the value
will be 0.

QueryRuleID Note This field is applicable to Outbound DBINT NULL

Option only.

ReasonCode Code received from the peripheral indicating the DBINT NULL
reason for the agent's last state change. See Reason
Codes, on page 637.
Note ReasonCode is supported for the Not
Ready and Logged Off agent states only.

RemotePhoneNumber For a mobile agent who is working remotely, current varchar(32) NULL
phone number.

RequestedSupervisorAssist Indicates whether the agent has requested supervisor DBINT NULL
assistance:
• 1= Yes, the agent requested assistance.
• 0= No, the agent did not request assistance.

Note This field is applicable to Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
41
 All Tables
Agent_Real_Time

Name Description Data Type Keys and

NULL
Option

Routable Indicates whether calls from the agent are routable DBINT NULL
with respect to this Media Routing Domain:
• 1 = the agent is routable.
• 0 = the agent is not routable.

An agent has a mode with respect to each Media

Routing Domain the agent is logged in to. These
modes are either routable or not routable.
If calls in this mode are routable, the Unified ICM
controls the agent and assigns tasks to the agent.
When a call from an agent is routable for an MRD,
an application instance (for example: Email and Web
Manager) will not allow the agent to work on a task
unless Unified ICM assigns the task.
If a call from the mode is not routable, the
application instance (for example: Email and Web
Manager) controls the agent and assigns tasks to the
agent. The system software tracks the agent's task
activity by monitoring Offer Task, Start Task, and
other messages from the application that describe
the task on which the agent is working.
For Email and Web Manager, an agent mode never
changes. Each agent is always routable.
Calls from an agent's mode are always routable with
respect to the voice MRD.

RouterCallsQueueNow Number of calls currently queued for the agent at DBINT NULL
the CallRouter.

RouterLongestCallQ The time when the longest call in queue was queued DBDATETIME NULL
for the agent.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
42
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

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

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

SkillTargetID Identifies the agent. DBINT PK, FK

NOT
NULL

Agent_Skill_Group_Interval
This table describes the agent details under the 15-Minute Reporting category.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
43
 All Tables
Agent_Skill_Group_Interval

Note For blind conferences in Unified CCE with a Unified CCE System peripheral gateway(PG), this field
is updated when the call that was blind conferenced to an IVR is subsequently answered by another
agent. For this call scenario, this field is not updated in Unified CCE with a Unified CCE System PG.

Table 19: Indexes for Agent_Skill_Group_Interval Table

index_name index_description index_keys

XPKAgent_Skill_Group_Interval Primary key DateTime, SkillTargetID,

SkillGroupSkillTargetID, PrecisionQueueID,
Timezone

XAK1Agent_Skill_Group_Interval Unique key RecoveryKey

XIE1Agent_Skill_Group_Interval Inversion key DbDateTime

Table 20: Fields in Agent_Skill_Group_Interval Table

Name Description Data Type Keys and

NULL
Option

AbandonHoldOutCalls During the reporting interval, the total number of DBINT NULL
Outgoing calls that were abandoned while on hold.

AbandonRingCalls During the reporting interval, the total number of DBINT NULL
ACD calls that abandoned while ringing at an agent
position. The value is incremented at the time the
call disconnects.

AbandonRingTime During the reporting interval, the total ring time DBINT NULL
associated with ACD calls that were abandoned
while alerting an agent's position. RingTime occurs
after any DelayTime and LocalQTime. The value is
counted at the time the call disconnects, and the
database is updated every reporting.

AbandonHoldCalls During the reporting interval, the total number of DBINT NULL
ACD calls that were abandoned while being held at
an agent position. This value is counted at the time
the call disconnects, and the database is updated
every reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
44
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

AgentOutCallsTime The total handle time, in seconds, for outbound ACD DBINT NULL
calls handled by an agent associated with this skill
group that ended during the reporting interval.
Handle time includes WorkTime, TalkTime, and
HoldTime. The AgentOutCallsTime value includes
the time spent from the call being initiated by the
agent to the time the agent completes after-call work
time for the call. The value is counted when the
after-call work time associated with the call is
completed, and the database is updated for every
reporting.

AgentOutCallsTalkTime Total talk time, in seconds, for outbound ACD calls DBINT NULL
handled by an agent associated with this skill group
that ended during the reporting interval. The value
includes the time spent from the call being initiated
by the agent to the time the agent begins after-call
work. The value is counted when the after-call-work
time associated with the call (if any) is completed,
and the database is updated every reporting.
Note This field does not include the hold time;
it is recorded in the
AgentOutCallsOnHoldTime field.

AgentOutCalls The total number of outbound ACD calls made by DBINT NULL
an agent associated with this skill group that ended
during the reporting interval. The value is counted
when any after-call work time associated with the
call is completed, and the database is updated every
reporting.

AgentOutCallsOnHold During the reporting interval, the total number of DBINT NULL
outbound ACD calls an agent associated with this
skill group ended and that were placed on hold at
least once during the life of the call. The value is
counted when the after-call work associated with
the call (if any) is completed, and the database is
updated every reporting.

AgentOutCallsOnHoldTime During the reporting interval, the total number of DBINT NULL
seconds outbound ACD calls were placed on hold
by an agent associated with this skill group. This
value updated in the database when after-call work
associated with the call (if any) is completed.

AgentTerminatedCalls Not currently supported. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
45
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

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

In Unified CCE, AnswerWaitTime is calculated

from the following fields in the
Termination_Call_Detail table:
• DelayTime
• RingTime
• NetworkSkillGroupQTime

AttributeID1 Attribute 1 associated with the Precision Queue. DBINT NULL

AttributeID2 Attribute 2 associated with the Precision Queue. DBINT NULL

AttributeID3 Attribute 3 associated with the Precision Queue. DBINT NULL

AttributeID4 Attribute 4 associated with the Precision Queue. DBINT NULL

AttributeID5 Attribute 5 associated with the Precision Queue. DBINT NULL

AttributeID6 Attribute 6 associated with the Precision Queue. DBINT NULL

AttributeID7 Attribute 7 associated with the Precision Queue. DBINT NULL

AttributeID8 Attribute 8 associated with the Precision Queue. DBINT NULL

AttributeID9 Attribute 9 associated with the Precision Queue. DBINT NULL

AttributeID10 Attribute 10 associated with the Precision Queue. DBINT NULL

AvailTime Total time in seconds an agent associated with this DBINT NULL
skill group was in the Not_Active state with respect
to this skill group during the reporting interval.
AvailTime is included in the calculation of
LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
46
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

AutoOutCalls The total number of AutoOut (predictive) calls made DBINT NULL
by an agent associated with this skill group that
ended during the reporting interval. The value is
counted when the after-call work time associated
with the call (if any) has completed, and the database
is updated every reporting.

AutoOutCallsTime The total handle time, in seconds, for AutoOut DBINT NULL
(predictive) calls handled by an agent associated
with this skill group that ended during the reporting
interval. Handle time includes WorkTime, TalkTime,
and HoldTime. The AutoOutCallsTime value
includes the time spent from the call being initiated
to the time the agent completes after-call work time.
The value is counted when the after-call work time
associated with the call (if any) has completed, and
the database is updated every reporting.

AutoOutCallsTalkTime Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
calls handled by an agent associated with this skill
group that ended during the reporting interval. This
value includes the time spent from the call being
initiated to the time the agent begins after-call work.
It includes the HoldTime associated with the call.
AutoOutCallsTalkTime is counted when the
after-call work time associated with the call (if any)
has completed, and the database is updated every
reporting.

AutoOutCallsOnHold During the reporting interval, the total number of DBINT NULL
ended AutoOut (predictive) calls that an agent
associated with this skill group have placed on hold
at least once. The value is counted when the
after-call work time associated with the call (if any)
has completed, and the database is updated every
reporting.

AutoOutCallsOnHoldTime The total number of seconds that AutoOut DBINT NULL

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
47
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

BargeInCalls The number of calls that were barged in by a DBINT NULL

supervisor or another agent during the reporting
interval. The number is calculated for each agent
associated with the specific skill group. This field
is applicable for Unified CCE only.

BusyOtherTime The number of seconds that an agent spent in the DBINT NULL
BusyOther state with respect to this skill group
during the reporting interval. BusyOtherTime is
included in the calculation of LoggedOnTime.

CallbackMessagesTime The number of seconds that the agent spent DBINT NULL
processing callback messages during the reporting
interval. This field is applicable only to the Aspect
ACD.

CallbackMessages The number of callback messages processed by the DBINT NULL

agent during the reporting interval. This field is
applicable only to the Aspect ACD.

CallsAnswered The number of routed calls answered by an agent DBINT NULL

associated with this skill group during the given
interval. CallsAnswered is incremented in the
interval where the call is answered, as opposed to
CallsHandled which is incremented in the interval
where the call ends.
Note With the existence of a network VRU, in
a Unified CCE deployment with a
Unified CCE System PG, this value does
not include time spent in the network
VRU.

CallsHandled The number of inbound ACD calls that were DBINT NULL
answered and completed wrap-up by agents in the
skill group during the reporting interval.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on, and then completed.

Note This field is applicable for Unified CCE.

The tasks completed by the agent such as
CallsHandled, and HandledCallsTime are
not applicable for outbound option calls.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
48
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

ConsultativeCalls The number of consultative calls an agent associated DBINT NULL

with this skill group that ended in the reporting
interval. The count is counted when the after-call
work time associated with the consultative call (if
any) is completed, and the database is updated every
reporting.

ConsultativeCallsTime During the reporting interval, the number of seconds DBINT NULL
agents spent handling consultative calls with at least
one ACD call on hold. The value is counted when
the after-call work time associated with the
consultative call (if any) has completed, and the
database is updated every reporting.

ConsultOutCalls The number of agent initiated consult calls for this DBINT NULL
interval that were external from the switch.

ConsultOutCallsTime The time the agent spent on consult outbound calls. DBINT NULL

ConferencedInCalls During the reporting interval, the number of DBINT NULL

incoming calls into which the agent was conferenced.
Incoming calls include ACD and non-ACD calls.
The value is counted when the agent drops off the
call or the call becomes a simple two-party call, and
the database is updated every reporting.

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

ConferencedOutCalls During the reporting interval, the number of DBINT NULL

conference calls the agent initiated. The conferenced
out calls include ACD and non-ACD calls. The count
of ConferencedOutCalls is counted when the agent
drops off the call or the call becomes a simple
two-party call, and the database is updated every
reporting.

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
49
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

DateTime The date and time at the start of the reporting DBSMALLDATE PK
interval.
NOT
NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1
are written to the Historical Data Server (HDS)
NULL
database. The logger database has NULL for this
column.

EmergencyAssists The number of emergency assist requests either by DBINT NULL

the agent or by the supervisor.
Note This field is applicable for Unified CCE
only.

HandledCallsTalkTime The number of seconds that an agent spent in DBINT NULL

TalkTime for the handled calls that are associated
with a skill group and that ended in this 15-minute
or half-hour interval.
Note This field is applicable for Unified ICM,
Unified CCE and Outbound Option.

HandledCallsTime This field only applies to configured skill groups. DBINT NULL
The number of seconds an agent spent answering
the call (including the time the call was on hold) to
the time the agent completed the after-call work
associated with the call.
HandledCallsTime = HandledCallsTalkTime +
HoldTime +
(WorkNotReadyTime/WorkReadyTime)
The value in this field for the incoming routed calls
includes:
1. Talk time
2. Total Held time
3. Work Ready and Work Not Ready time

Note Database is updated with the cumulative

time only after the call completion of both
the talk time and the wrap-up time.

Note This field is applicable for Unified ICM,

Unified CCE, and Outbound Option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
50
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

HoldTime Number of seconds where all calls to the agent are DBINT NULL
on hold during the reporting interval. HoldTime is
counted only while the agent is doing no other
call-related activity. HoldTime is included in the
calculation of LoggedOnTime.

IncomingCallsOnHoldTime Total number of seconds that inbound ACD calls DBINT NULL
that an agent associated with this skill group placed
on hold that ended during the reporting interval. The
value is counted when the after-call work time
associated with the call (if any) is completed, and
the database is updated every reporting.

IncomingCallsOnHold The total number of inbound ACD calls that an agent DBINT NULL
associated with this skill group placed on hold at
least once during the reporting interval. The value
is counted when the after-call work time associated
with the call (if any) is completed, and the database
is updated every reporting.

InternalCallsOnHoldTime The total number of seconds an agent spent on hold DBINT NULL
in an internal call associated with this skill group
that ended during the reporting interval. The value
is counted when the after-call work time associated
with the call (if any) is completed, and the database
is updated every reporting.

InternalCallsOnHold During the reporting interval, the total number of DBINT NULL
internal calls that an agent associated with this skill
group ended in this reporting that were placed on
hold. The value is counted when the after-call work
time associated with the call (if any) is completed,
and the database is updated every reporting.

InternalCallsRcvdTime The total number of seconds spent on internal calls DBINT NULL
associated with this skill group that were received
by an agent that ended in the reporting interval. The
value is counted when the after-call work time
associated with the call (if any) is completed, and
the database is updated every reporting.

InternalCallsRcvd Number of internal calls associated with this skill DBINT NULL
group that were received by an agent and that ended
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
51
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

InternalCallsTime Total number of seconds an agent associated with DBINT NULL

this skill group spent on internal calls that ended
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.

InternalCalls Number of internal calls an agent associated with DBINT NULL

this skill group ended during the reporting interval.
The value is counted when the after-call work time
associated with the call (if any) is completed, and
the database is updated every reporting.

InterruptedTime The number of seconds during which all calls to the DBINT NULL
agent are in interrupted state during the reporting
interval.

InterceptCalls During the reporting interval, the number of calls DBINT NULL
intercepted either by the supervisor or by the agent.
This field is applicable for Unified CCE only.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
52
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

LoggedOnTime Total time, in seconds, an agent associated with this DBINT NULL
skill group was logged on during the reporting
interval.
This value is based on the sum of the following:
1. HoldTime
2. TalkInTime
3. TalkOutTime
4. TalkOtherTime
5. AvailTime
6. NotReadyTime
7. WorkReadyTime
8. WorkNotReadyTime
9. BusyOtherTime
10. ReservedStateTime
11. TalkAutoOutTime
12. TalkPreviewTime
13. TalkReservedTime
14. InterruptedTime

Note This field is applicable for Unified ICM,

Unified CCE, and Outbound Option.

MonitorCalls The number of calls that the supervisor silently DBINT NULL
monitored.
Note This field is applicable for Unified CCE
only.

NetConsultativeCalls During the reporting interval, the number of Network DBINT NULL
consultative calls completed by agents with at least
one call on hold. The count is counted when the
after-call work time associated with the consultative
call (if any) is completed, and the database is updated
every reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
53
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

NetConsultativeCallsTime During the reporting interval, the number of seconds DBINT NULL
agents spent handling a Network consultative call
with at least one call on hold. The value is counted
when the after-call work time associated with the
consultative call (if any) is completed, and the
database is updated every reporting.

NetConferencedOutCalls During the reporting interval, the number of Network DBINT NULL
conference calls the agent initiated. The count of
NetConferencedOutCalls is counted when the agent
drops off the call or the call becomes a simple
two-party call, and the database is updated every
reporting.

NetConfOutCallsTime During the reporting interval, the number of seconds DBINT NULL
the agent spent on Network conference calls that
they initiated. This only includes time spent on
Network conference calls initiated by the agent. The
value includes any HoldTime for the call. This
database element uses ConferenceTime from the
Termination_Call_Detail table. The value is counted
when the agent drops off the call or the call becomes
a simple two-party call, and the database is updated
every reporting.

NetTransferredOutCalls Number of calls Network (Blind and Consultative) DBINT NULL

transferred out by the agent during the reporting
interval. The value is updated at the time the agent
completes the transfer of the call.

NotReadyTime Total seconds an agent was in the Not Ready state DBINT NULL
with respect to this skill group during the reporting
interval. NotReadyTime is included in the
calculation of LoggedOnTime.

PrecisionQueueID Together with SkillTargetID of the Agent identifies DBINT PK

the Precision Queue Member. For Skill Group only
NULL
Agents, the value is NULL.

PreviewCalls Total number of outbound Preview calls made by DBINT NULL

an agent associated with this skill group that ended
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) has completed, and the database is
updated every reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
54
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

PreviewCallsTime Total handle time, in seconds, for Outbound Preview DBINT NULL
calls handled by an agent associated with this skill
group that ended during the reporting interval.
Handle time includes WorkTime, TalkTime, and
HoldTime. The PreviewCallsTime value includes
the time spent from the call being initiated to the
time the agent completes after-call work time. The
value is counted when the after-call work time
associated with the call (if any) has completed, and
the database is updated every reporting.

PreviewCallsTalkTime Total talk time, in seconds, for outbound Preview DBINT NULL
calls handled by an agent associated with this skill
group that ended during the reporting interval. This
value includes the time spent from the call being
initiated to the time the agent begins after-call work.
It therefore includes the HoldTime associated with
the call. PreviewCallsTalkTime is counted when the
after-call work time associated with the call (if any)
has completed, and the database is updated every
reporting.

PreviewCallsOnHold The total number of ended outbound Preview calls DBINT NULL
that an agent associated with this skill group have
placed on hold at least once during the reporting
interval. The value is counted when the after-call
work time associated with the call (if any) has
completed, and the database is updated every
reporting.

PreviewCallsOnHoldTime The total number of seconds outbound Preview calls DBINT NULL
that were placed on hold by agents associated with
this skill group during the reporting interval. The
value is counted when the after-call work associated
with the call (if any) has completed, and the database
is updated every reporting.

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1

internally by the Unified ICM or Unified CCE
NOT
software to track the record.
NULL

ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT NULL
- 47). Two 15-minute interval records have a unique
half hour boundary value.

ReportingInterval Contains the Reporting interval, in minutes, for DBINT NULL

Historical reporting. Valid values are 15 and 30
(default).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
55
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

RedirectNoAnsCalls During the reporting interval, the number of ACD DBINT NULL
calls to the skill group that rang at an agent's terminal
and redirected on failure to answer. The value is
counted at the time the call is diverted to another
device, and the database is updated every reporting.

RedirectNoAnsCallsTime During the reporting interval, the number of seconds DBINT NULL
ACD calls to the skill group rang at an agent's
terminal before being redirected on failure to answer.
The value is counted at the time the call is diverted
to another device, and the database is updated every
reporting.

ReservedStateTime How long an agent is in Reserved state. This is DBINT NULL

counted using Agent State.

ReserveCalls For Outbound Option, the number of reservation DBINT NULL

calls received by an agent in this skill group during
the reporting interval.

ReserveCallsTime For Outbound Option, the time during the reporting DBINT NULL
interval that an outbound agent in this skill group
spent on reservation calls waiting for the Campaign
customer call to be delivered. This includes preview
time for Preview, Direct Preview, and Personal
Callback calls.

ReserveCallsTalkTime For Outbound Option, the talk time for an agent in DBINT NULL
this skill group on reservation calls during the
reporting interval. This is calculated using Call State.

ReserveCallsOnHold For Outbound Option, the number of reservation DBINT NULL

calls for an agent in this skill group placed on hold
during the reporting interval.

ReserveCallsOnHoldTime For Outbound Option, the time that reservation calls DBINT NULL
for an agent in this skill group are on hold during
the reporting interval.

Reserved1 Reserved for future use. DBINT NULL

Reserved2 Reserved for future use. DBINT NULL

Reserved3 Reserved for future use. DBINT NULL

Reserved4 Reserved for future use. DBINT NULL

Reserved5 Reserved for future use. DBFLT4 NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
56
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

ShortCalls During the reporting interval, the number of calls DBINT NULL
answered by an agent associated with this skill group
where the duration of the calls falls short of the
AnsweredShortCalls threshold. You might choose
to factor these calls out of handle time statistics.
Inbound ACD short calls are counted as Handled.
AGENT_INSIDE short calls are counted as
InternalCallsRcvd.

SkillGroupSkillTargetID Together with SkillTargetID identifies the skill DBINT PK

group member.
NOT
NULL

SkillTargetID The SkillTargetID of the agent. Together with DBINT PK

SkillGroupSkillTargetID identifies the skill group
NOT
member.
NULL

SupervAssistCallsTime Number of seconds agents associated with this skill DBINT NULL
group spent on supervisor-assisted calls during the
reporting interval. The value is counted when the
supervisor-assisted call completes, and the database
is updated every reporting.
Note This field is applicable for Unified CCE
only.

SupervAssistCalls Number of calls for which an agent received DBINT NULL

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

TalkInTime Number of seconds an agent associated with this DBINT NULL

skill group spent talking on inbound ACD calls
during the reporting interval. TalkInTime is included
in the calculation of TalkTime and LoggedOnTime.

TalkOtherTime Number of seconds that an agent in the skill group DBINT NULL
spent talking on other calls (neither inbound or
outbound) during the reporting interval. Examples:
agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of
TalkTime and LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
57
 All Tables
Agent_Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option

TalkOutTime Number of seconds an agent associated with this DBINT NULL

skill group spent talking on external outbound or
consultive transfer calls during the reporting interval.
TalkOutTime is included in the calculation of
TalkTime and LoggedOnTime.

TimeZone The Central Controller’s time zone for the date and DBINT PK
time. The value is the offset in minutes from
NOT
UTC(formerly GMT).The value is negative for time
NULL
zones to the east of UTC and positive for time zones
to the west of UTC.

TransferredInCallsTime Number of seconds an agent associated with this DBINT NULL

skill group spent handling transferred in calls that
ended during the reporting interval. The value is
counted when the after-call work time associated
with the call (if any) is completed, and the database
is updated every reporting.
Note Calls may include voice calls and
non-voice tasks from ECE or third-party
multichannel applications that use the
Task Routing APIs.

TransferredInCalls Number of calls transferred into the skill group DBINT NULL
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.
Note Calls may include voice calls and
non-voice tasks from ECE or third-party
multichannel applications that use the
Task Routing APIs.

TransferredOutCalls Number of calls transferred out by the agent during DBINT NULL
the reporting interval. The value is updated at the
time the agent completes the transfer of the call.
Note Calls may include voice calls and
non-voice tasks from ECE or third-party
multichannel applications that use the
Task Routing APIs.

TalkAutoOutTime The number of seconds the agent spent talking on DBINT NULL
AutoOut (predictive) calls during the reporting
interval. TalkAutoOutTime is included in the
calculation of LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
58
 All Tables
Agent_Skill_Group_Logout

Name Description Data Type Keys and

NULL
Option

TalkPreviewTime The number of seconds the agent spent talking on DBINT NULL
outbound Preview calls during the reporting interval.
TalkPreviewTime is included in the calculation of
LoggedOnTime.

TalkReserveTime This is how long an agent is in Talking state since DBINT NULL
the reservation call is connected to the agent. This
is counted using Agent State.

WorkNotReadyTime Total time in seconds an agent associated with this DBINT NULL
skill group was in the Work Not Ready state during
the reporting interval. WorkNotReadyTime is
included as in the calculation of LoggedOnTime.
Note It calculates for all the calls within that
duration and not just the incoming calls.

WorkReadyTime Total seconds an agent in the skill group was in the DBINT NULL
Work Ready state for tasks associated with this skill
group that ended during the reporting interval.
WorkReadyTime is included in the calculation of
LoggedOnTime.
Note It calculates for all the calls within that
duration, and not just the incoming calls.

WhisperCalls During the reporting interval, the number of calls DBINT NULL
coached either by the supervisor or by the agent.

Agent_Skill_Group_Logout
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Each row provides information about a single login session for a member of a skill group. If an individual
agent is a member of multiple skill groups, multiple Agent Skill Group Logout rows are created for that agent.
The software generates an Agent_Skill_Group_Logout record for each skill group member.

Related tables
• Skill_Group_Member, on page 516 (SkillTargetID + SkillGroupSkillTargetID maps to
Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
59
 All Tables
Agent_Skill_Group_Real_Time

Table 21: Indexes for Agent_Skill_Group_Logout Table

index_name index_description index_keys

XPKAgent_Skill_Group_Logout Primary key LogoutDateTime, SkillTargetID,

SkillGroupSkillTargetID, TimeZone

XAK1Agent_Skill_Group_Logout Unique key RecoveryKey

XIE1Agent_Skill_Group_Logout Inversion key DbDateTime

Table 22: Fields in Agent_Skill_Group_Logout Table

Name Description Data Type Keys and

NULL
Option

DbDateTime The current date and time stamp when the records are written to DBDATETIME IE-1
the HDS database. The logger database has NULL for this column
NULL

LoginDuration Number of seconds the agent was logged in to the skill group. DBINT NULL

LogoutDateTime Date and time when the agent logged out of the skill group. DBDATETIME PK
NOT NULL

ReasonCode Reason code returned by the peripheral for the agent logout. See DBINT NULL
Reason Codes, on page 637.

RecoveryKey A unique ID assigned to each record and used internally by the DBFLT8 AK-1
Unified ICM or Unified CCE software to track the record.
NOT NULL

SkillGroupSkillTargetID Together with SkillTargetID identifies the skill group member. DBINT PK, FK
NOT NULL

SkillTargetID The SkillTargetID of the agent. Together with DBINT PK, FK

SkillGroupSkillTargetID identifies the skill group member.
NOT NULL

TimeZone The Central Controller’s time zone for the date and time. The DBINT PK
value is the offset in minutes from UTC(formerly GMT).The
NOT NULL
value is negative for time zones to the east of UTC and positive
for time zones to the west of UTC.

Agent_Skill_Group_Real_Time
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Local database only.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
60
 All Tables
Agent_Skill_Group_Real_Time

Each row provides real-time statistics for a member of a skill group. If an individual agent is a member of
multiple skill groups, multiple Agent Skill Group Real Time rows are created for that agent.
The software generates an Agent_Skill_Group_Real_Time record for each skill group member.

Related tables
• Skill_Group_Member, on page 516 (SkillTargetID + SkillGroupSkillTargetID maps to
Skill_Group_Member.AgentSkillTargetID + Skill_Group_Member.SkillGroupSkillTargetID)
• Precision_Queue, on page 337 (through PrecisionQueueID)

Table 23: Index for Agent_Skill_Group_Real_Time Table

index_name index_description index_keys

XPKAgent_Skill_Group_Real_Time Primary key SkillTargetID, SkillGroupSkillTargetID

Table 24: Fields in Agent_Skill_Group_Real_Time Table

Name Description Data Type Keys and

NULL
Option

AgentState The current real time state of the agent. To see the DBINT NULL
list of Agent States, see AgentState, on page 618.

AttributeID1 AttributeID1 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID2 AttributeID2 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID3 AttributeID3 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID4 AttributeID4 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID5 AttributeID5 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID6 AttributeID6 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID7 AttributeID7 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID8 AttributeID8 of the agent associated with the DBINT NULL

Precision Queue.

AttributeID9 AttributeID9 of the agent associated with the DBINT NULL

Precision Queue.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
61
 All Tables
Agent_Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option

AttributeID10 AttributeID10 of the agent associated with the DBINT NULL

Precision Queue.

CallsInProgress The number of tasks currently associated with this DBINT NULL
skill group.

DateTime The Central Controller date and time at the start of DBDATETIME NOT
the interval. NULL

DateTimeLastStateChange Date and time of the agent's last state change. DBDATETIME NULL

DateTimeLogin Date and time the agent logged into the skill group. DBDATETIME NULL

FutureUseInt1 Reserved for future use. DBINT NULL

FutureUseInt2 Reserved for future use. DBINT NULL

FutureUseInt3 Reserved for future use. DBINT NULL

FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

PrecisionQueueID The precision queue ID of which the agent is a DBINT NULL

member. For skill group only agents, the value is
NULL.

Priority The priority of the agent in the skill group. DBINT NULL

ReasonCode Code received from the peripheral indicating the DBINT NULL
reason for the agent's last state change. See Reason
Codes, on page 637.
Note ReasonCode is supported for the Not
Ready and Logged Off agent states only.

SkillGroupSkillTargetID Together with SkillTargetID identifies the skill DBINT PK, FK

group member. For precision queue only agents, the
NOT
value is the SkillTargetID for internal PQ skill group.
NULL

SkillTargetID The SkillTargetID of the agent. Together with DBINT PK, FK

SkillGroupSkillTargetID identifies the skill group
NOT
member.
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
62
 All Tables
Agent_State_Trace

Agent_State_Trace
This table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 608). To see
database rules for these tables, see Skill Target Tables, on page 664.
Each row describes a change of state for an agent. By examining Agent State Trace rows you can trace all the
state changes that have occurred for an agent.
The system software generates an Agent_State_Trace records for each agent for which tracing is enabled.
This table can become very large. Running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract the data from the HDS into your own custom database
on a separate server (one that is not used for other Unified ICM or Unified CCE components). Use only
DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction.
The table on the custom database can be indexed according to the custom reporting needs.

Related tables
• Agent, on page 16 (through SkillTargetID)
• Media_Routing_Domain, on page 297 (through MRDomainID)

Table 25: Indexes for Agent_State_Trace Table

index_name index_description index_keys

XPKAgent_State_Trace Primary key DateTime, SkillTargetID, TimeZone,

MRDomainID

XAK1Agent_State_Trace Unique key RecoveryKey

XIE1Agent_State_Trace Inversion key DbDateTime

Table 26: Fields in Agent_State_Trace Table

Name Description Data Type Keys and

NULL
Option

AgentState The new agent state. To see the list of Agent States, DBINT NULL
see AgentState, on page 618.

DateTime The date and time at which the state change DBDATETIME PK
occurred.
NOT
NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1
are written to the HDS database. The logger database
NULL
has NULL for this column

Direction The direction for talking states. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
63
 All Tables
Agent_State_Trace

Name Description Data Type Keys and

NULL
Option

EventName DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
64
 All Tables
Agent_State_Trace

Name Description Data Type Keys and

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
65
 All Tables
Agent_State_Trace

Name Description Data Type Keys and

NULL
Option
31 = PRE_CALL_TIMEOUT

ICRCallKey A unique number generated at the Peripheral DBINT NULL

Gateway. Values are reused after about 250 million
calls.

MRDomainID The date and time at which the state change DBINT PK, FK
occurred.
NOT
NULL

PeripheralCallKey Key assigned by the peripheral to the call associated DBINT NULL
with the event.

ReasonCode Code received from the peripheral indicating the DBINT NULL
reason for the state change. See Reason Codes, on
page 637.

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1

internally by the Unified ICM or Unified CCE
NOT
software to track the record.
NULL

RouterCallKey This field is not set for calls. DBINT NULL

For non-voice tasks, the combination of
RouterCallKey, RouterCallKeyDay, and
RouterCallKeySequenceNumber identifies the task
(if any) that caused the agent's state to change.

RouterCallKeyDay This field is not set for calls. DBINT NULL

For non-voice tasks, the combination of
RouterCallKey, RouterCallKeyDay, and
RouterCallKeySequenceNumber identifies the task
(if any) that caused the agent's state to change.

RouterCallKeySequenceNumber This field is not set for calls. DBINT NULL

For non-voice tasks, the combination of
RouterCallKey, RouterCallKeyDay, and
RouterCallKeySequenceNumber identifies the task
(if any) that caused the agent's state to change.

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

SkillTargetID Identifies the agent. DBINT PK, FK

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
66
 All Tables
Agent_Targeting_Rule

Name Description Data Type Keys and

NULL
Option

TimeZone The Central Controller’s time zone for the date and DBINT PK
time. The value is the offset in minutes from
NOT
UTC(formerly GMT).The value is negative for time
NULL
zones to the east of UTC and positive for time zones
to the west of UTC.

Agent_Targeting_Rule
This table is in the Device category (see Device, on page 591). To see database rules for these tables, see
Device Tables, on page 659.
The table decribes the basic rules for routing calls to agents

Related tables
• Agent_Targeting_Rule_Member, on page 70 (through AgentTargetingRuleID)
• Agent_Targeting_Rule_Range, on page 71 (through AgentTargetingRuleID)
• Peripheral, on page 317 (through EnterpriseName)

Table 27: Indexes for Agent_Targeting_Rule Table

index_name index_description index_keys

XPKAgent_Targeting_Rule Primary key AgentTargetingRuleID

XAK1Agent_Targeting_Rule Unique key EnterpriseName

Table 28: Fields in Agent_Targeting_Rule Table

Name Description Data Type Keys and

NULL
Option

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

NOT
NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time at which the record was DBDATETIME NULL
added / updated.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
67
 All Tables
Agent_Targeting_Rule

Name Description Data Type Keys and

NULL
Option

Description Use to note information about the Agent Targeting DESCRIPTION NOT
Rule. NULL

EnterpriseName A logical name you enter to assist you in identifying VNAME32 AK-1
the Agent Targeting Rule.
NOT
NULL

Expression Expression string for use if needed by an Agent VARCHAR NOT

Targeting Rule. NULL
Applicable for type 2 Agent Targeting Rules only.

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
68
 All Tables
Agent_Targeting_Rule

Name Description Data Type Keys and

NULL
Option

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
69
 All Tables
Agent_Targeting_Rule_Member

Name Description Data Type Keys and

NULL
Option

TranslationRouteID The TranslationRouteID must reference a DBINT NULL for

Translation_Route entry where the Agent
LogicalInterfaceControllerID is the same as the Targeting
PeripheralID. Rule types
1 and 2.
NOT
NULL
(Required)
for Agent
Targeting
Rule type 3.

Agent_Targeting_Rule_Member
This table is in the Device category (see Device, on page 591). To see database rules for these tables, see
Device Tables, on page 659.
The table decribes the routing clients to which an Agent_Targeting_Rule applies.

Related tables
• Agent_Targeting_Rule, on page 67 (through AgentTargetingRuleID)
• Routing_Client, on page 403 (through RoutingClientID)

Table 29: Indexes for Agent_Targeting_Rule_Member

index_name index_description index_keys

XPKAgent_Targeting_Rule_Member Primary key AgentTargetingRuleID, RoutingClientID

Table 30: Fields in Agent_Targeting_Rule_Member

Name Description Data Type Keys and

NULL
Option

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

NOT
NULL

RoutingClientID The ID of any routing client associated with the DBSMALLINT PK

Agent Targeting Rule.
NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
70
 All Tables
Agent_Targeting_Rule_Range

Agent_Targeting_Rule_Range
This table is in the Device category (see Device, on page 591). To see database rules for these tables, see
Device Tables, on page 659.
The table holds the agent extension ranges for an Agent Targeting Rule.

Note While the Low and the High Extensions must be the same length, not all extensions ranges for an Agent
Targeting Rule need to be the same length.

Related tables
• Agent_Targeting_Rule, on page 67 (through AgentTargetingRuleID)

Table 31: Indexes for Agent_Targeting_Rule_Range

index_name index_description index_keys

XPKAgent_Targeting_Rule_Range Primary key AgentTargetingRuleRangeID,

AgentTargetingRuleID

Table 32: Fields in Agent_Targeting_Rule_Range

Name Description Data Type Keys and

NULL
Option

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

NOT
NULL

AgentTargetingRuleRangeID The ID for an extension range associated with a DBINT PK

specific Agent Targeting Rule.
NOT
NULL

HighExtension Defines the high extension to which the Agent VARCHAR NULL
Targeting Rule applies.

LowExtension Defines the low extension to which the Agent VARCHAR NULL
Targeting Rule applies.

Agent_Team
This table is in the Skill Target category. For more information, see Skill Target, on page 608 category. For
the database rules for these tables, see Skill Target Tables, on page 664.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
71
 All Tables
Agent_Team

An agent team is a group of agents who report to the same supervisors and are associated with a single
peripheral. The software does not route to agent teams and agents within a team do not necessarily share the
same skills. Agent teams are used for administrative and monitoring purposes only.
Use Unified ICM Configuration Manager to add, update, and delete Agent_Team records.

Related Tables
• Agent, on page 16 (through PriSupervisorSkillTargetID)
• Agent_Team_Member, on page 73 (through AgentTeamID)

Table 33: Indexes for Admin_Script_Schedule_Map Table

index_name index_description index_keys

XPKAgent_Team Primary key AgentTeamID

XAK1Agent_Team Unique key EnterpriseName

XIF112Agent_Team Inversion key PriSupervisorSkillTargetID

Table 34: Fields in Admin_Script_Schedule_Map Table

Name Description Data Type Keys and

NULL
Option

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

NOT
NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time at which the record was DBDATETIME NULL
added / updated.

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the agent team. DESCRIPTION NULL

DialedNumberID The dialed number identifier for the agent team. DBINT NULL

EnterpriseName An enterprise name for the agent team that is unique VNAME32 AK-1
among all agent teams in the enterprise.
NOT
NULL

PeripheralID Identifies the peripheral with which the team is DBSMALLINT FK NOT
associated. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
72
 All Tables
Agent_Team_Member

Name Description Data Type Keys and

NULL
Option

PriSupervisorSkillTargetID The agent who is the primary supervisor for the DBINT IE-1, FK
team.
NULL

Agent_Team_Member
This table is one of the Agent Detail tables in the Skill Target category (see Skill Target, on page 608). To see
database rules for these tables, see Skill Target Tables, on page 664.
This table specifies the mapping of agents to agent teams.
Use Unified ICM Configuration Manager to add or delete Agent_Team_Member records.

Related Tables
• Agent, on page 16 (through SkillTargetID)
• Agent_Team, on page 71 (through AgentTeamID)

Table 35: Indexes for Agent_Team_Member Table

index_name index_description index_keys

XPKAgent_Team_Member Primary key AgentTeamID, SkillTargetID

XAK1Agent_Team_Member Unique key SkillTargetID

XIE1Agent_Team_Member Inversion key AgentTeamID

Table 36: Fields in Agent_Team_Member Table

Name Description Data Type Keys and

NULL
Option

AgentTeamID Identifies the agent team. DBINT PK, FK,

IE-1
NOT
NULL

SkillTargetID Identifies the agent. DBINT FK, AK-1

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
73
 All Tables
Agent_Team_Supervisor

Agent_Team_Supervisor
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
This table specifies the mapping of supervisors and agent teams.
Use Unified ICM Configuration Manager to add or delete Agent_Team_Supervisor records.

Table 37: Indexes for Agent_Team_Supervisor Table

index_name index_description index_keys

XPKAgent_Team_Supervisor Primary key AgentTeamID, SupervisorSkillTargetID

Table 38: Fields in Agent_Team_Supervisor Table

Name Description Data Type Keys and

NULL
Option

AgentTeamID Identifies the agent team. DBINT PK

NOT
NULL

SupervisorSkillTargetID Identifies the SkillTargetID of the supervisor. DBINT PK

NOT
NULL

Announcement
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row corresponds to a voice announcement. The system software can route a call to an announcement.
Use Unified ICM Configuration Manager to add, update, and delete Announcement records.

Related Tables
• Network_Target, on page 302 (through NetworkTargetID)

Table 39: Indexes for Announcement Table

index_name index_description index_keys

XPKAnnouncement Primary key NetworkTargetID

XAK1Announcement Unique key EnterpriseName

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
74
 All Tables
Application_Event

Table 40: Fields in Announcement Table

Name Description Data Type Keys and

NULL
Option

AnnouncementType An integer value indicating the type of the DBSMALLINT NOT

announcement. NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time at which the record was DBDATETIME NULL
added / updated.

Description Additional information about the announcement. DESCRIPTION NULL

EnterpriseName An enterprise name for this announcement. This VNAME32 AK-1

name must be unique among all announcements in
NOT
the enterprise.
NULL

NetworkTargetID Foreign key from the Network Target table. DBINT PK, FK
NOT
NULL

Application_Event
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Central database only.
Contains information about events in the Unified ICM application. This is a subset of the events reported in
the Event table.

Table 41: Indexes for Application_Event Table

index_name index_description index_keys

XPKApplication_Event Primary key RecoveryKey

XIE1Application_Event Inversion key CentralControllerFileTime

XIE2Application_Event Inversion key MessageId

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
75
 All Tables
Application_Event

Table 42: Fields in Application_Event Table

Name Description Data Type Keys and

NULL
Option

BinData Optional event binary data. image NULL

Category The type of message. VNAME32 NULL

CentralControllerFileTime File Time event was processed at the Central DBDATETIME NOT
Controller. NULL

CentralControllerTimeZone Time zone at the Central Controller. The value is DBINT NOT
the offset in minutes from UTC (formerly called NULL
GMT).

CentralControllerVirtualTime Virtual Time event was processed at the Central DBINT NOT
Controller. NULL

CustomerId The customer ID. DBINT NOT

NULL

Dword1 Optional event DWORD. DBINT NULL

Dword2 Optional event DWORD. DBINT NULL

Dword3 Optional event DWORD. DBINT NULL

Dword4 Optional event DWORD. DBINT NULL

Dword5 Optional event DWORD. DBINT NULL

MessageId Message ID from message compiler. DBINT NOT

NULL

MessageString Contents of message. DESCRIPTION NULL

ProcName Name of the process that originated the event. VNAME32 NOT
NULL

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1

internally by the Unified ICM or Unified CCE
NOT
software to track the record.
NULL

Severity The level of the message. varchar(16) NULL

Side Side of event originator: DBCHAR NOT

NULL
A or B = paired processes

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
76
 All Tables
Application_Event

Name Description Data Type Keys and

NULL
Option

SourceFileTime File time event was generated (originator's time). DBDATETIME NOT
NULL

SourceSystemName Name of the node that generated the event. VNAME32 NULL

SourceVirtualTime Virtual time event was generated (originator's time). DBINT NOT
NULL

StatusCode Status code value. DBINT NOT

NULL

StatusCodeString String associated with the status code. DESCRIPTION NULL

StatusCodeType Classification of the value in StatusCode field. DBSMALLINT NOT

NULL

String1 Optional event string. varchar(240) NULL

String2 Optional event string. varchar(240) NULL

String3 Optional event string. varchar(240) NULL

String4 Optional event string. varchar(240) NULL

String5 Optional event string. varchar(240) NULL

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

CallRouter or Logger, this value is always 0. NULL

SystemType The type of system that generated the event: DBSMALLINT NOT
NULL
0 = Unknown
1 = CallRouter
2 = Peripheral Gateway
3 = Network Interface Controller
4 = Administration & Data Server
5 = Logger
6 = Listener
7 = CTI Gateway

VersionNum EMS version number. DBSMALLINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
77
 All Tables
Application_Gateway

Application_Gateway
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row describes an external application (custom gateway) or another Unified ICM platform that you can
invoke from a routing script or administrative script.
Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway records.

Related Tables
• Application_Gateway_Connection, on page 79 (through ApplicationGatewayID)
• ICR_Instance, on page 260 (through ICRInstanceID)

Table 43: Indexes for Application_Gateway Table

index_name index_description index_keys

XPKApplication_Gateway Primary key ApplicationGatewayID

XAK1Application_Gateway Unique key EnterpriseName

XIE1Application_Gateway Inversion key ICRInstanceID

Table 44: Fields in Application_Gateway Table

Name Description Data Type Keys and

NULL
Option

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

NOT
NULL

ApplicationGatewayType The type of gateway: DBINT NOT

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

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time at which the record was DBDATETIME NULL
added / updated.

Description Additional information about the application DESCRIPTION NULL

gateway.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
78
 All Tables
Application_Gateway_Connection

Name Description Data Type Keys and

NULL
Option

Encryption The encryption method used by the application DBINT NOT

gateway: NULL
0 = none
1 = private key
2 = TLS

EnterpriseName An enterprise name for the application gateway. This VNAME32 AK-1 NOT
name must be unique among all application gateways NULL
in the enterprise.

FaultTolerance The fault-tolerance strategy used by the application DBINT NOT

gateway. To see values for this field, see Application NULL
Gateway: Fault Tolerance, on page 619.

ICRInstanceID Identifies the instance associated with the application DBINT FK, IE-1
gateway.
NULL

PreferredSide Indicates which side of the Gateway the software char(1) NULL
should use when both are available: A or B. This
applies only when ApplicationGatewayType is 0
(custom gateway).

Application_Gateway_Connection
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row describes the connection of one side of the CallRouter (side A or side B) to an Application Gateway
host.
Use Unified ICM Configuration Manager to add, update, and delete Application_Gateway_Connection records.

Related Tables
• Application_Gateway, on page 78 (through ApplicationGatewayID)

Table 45: Indexes for Application_Gateway_Connection Table

index_name index_description index_keys

XPKApplication_Gateway_Connect Primary key ApplicationGatewayID, Side

XIF134Application_Gateway_Conn Inversion key ApplicationGatewayID

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
79
 All Tables
Application_Gateway_Connection

Table 46: Fields in Application_Gateway_Connection Table

Name Description Data Type Keys and

NULL
Option

AbandonTimeout An internal timeout used by the CallRouter to DBINT NULL

determine a failure in the application gateway
interface process. The default value is 5000.

Address A string that describes the connection to the host. varchar(255) NULL
The format depends on the protocol. For TCP, the
format is hostname:port or IPAddress:port.

ApplicationGatewayID Identifies the Application Gateway associated with DBINT PK, FK, IE
the connection.
NOT
NULL

Command A command the software sends to the application DBINT NULL

gateway when the row is created or updated by the
Update Central Controller operation. You can use
this field to send one-time commands to the
application gateway host.

CommandParam A parameter to be sent with the command. DBINT NULL

ConnectInfo A string the software passes to the host during varchar(255) NULL
initialization. The software does not use or validate
the value.

Description Additional information about the connection. DESCRIPTION NULL

ErrorThreshold Number of consecutive errors that cause the software DBINT NULL
to declare the host unavailable. The software then
initiates a reconnect.

HeartbeatLimit Number of consecutive unanswered heartbeats after DBINT NULL

which the CallRouter closes the connection. The
default is 10. (For purposes of this count, a query is
counted as a heartbeat.)

HeartbeatRetry Number of milliseconds to wait before retrying a DBINT NULL

missed heartbeat. The default is 200. The total time
between heartbeat tries is HeartbeatTimeout +
HeartbeatRetry.

HeartbeatTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

host to respond to a heartbeat request. The default
is 300.

HeartbeatInterval Number of milliseconds between heartbeats. The DBINT NULL

idle timeout for each host is 4 times this value.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
80
 All Tables
Application_Gateway_Globals

Name Description Data Type Keys and

NULL
Option

InService Indicates whether the connection is currently DBCHAR NOT

available: 'Y' (yes) or 'N' (no). NULL

LateTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

response before considering it late. This does not
affect CallRouter processing. It is for statistical use
only.

LinkTestThreshold Currently not used. DBINT NULL

OpenTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

response to an open or close connection request. The
default is 15000.

Protocol The communications protocol used for the DBINT NOT

connection. 1 = TCP (the only value currently NULL
supported).

RequestTimeout Number of milliseconds the CallRouter waits for a DBINT NULL

response before timing out a request. The default
value is 300.

SessionRetry Number of milliseconds the CallRouter waits before DBINT NULL

trying to reconnect after a connection terminates or
a connection attempt fails. The default value is
30000.

SessionRetryLimit The maximum number of times the CallRouter DBINT NULL

attempts to connect or reconnect a session. (User
intervention is then required to restart the
connection.) If the value is 0, then no limit applies.

Side Indicates which side of the CallRouter uses the char(1) PK

connection. Valid values are 'A' and 'B'.
NOT
NULL

Application_Gateway_Globals
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
The table contains two rows that define default values for the Application_Gateway_Connection tables. One
row defines defaults for external applications (custom gateways) and the other defines defaults for remote
system software platforms.
Use the Application Gateway list tool to modify the Application_Gateway_Globals records.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
81
 All Tables
Application_Gateway_Globals

Table 47: Indexes for Application_Gateway_Globals Table

index_name index_description index_keys

XPKApplication_Gateway_Globals Primary key ID

Table 48: Fields in Application_Gateway_Globals Table

Name Description Data Type Keys and

NULL
Option

AbandonTimeout An internal timeout used by the CallRouter to DBINT NOT

determine a failure in the application gateway NULL
interface process. The default is 5000.

ApplicationGatewayType The type of gateway: DBINT NOT

NULL
0 = custom gateway
1 = remote ICM
2 = contact share node
Note You can define a separate set of defaults
for each type.

DateTimeStamp Records the date and time when a record was added DBDATETIME NULL
/ updated.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

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

HeartbeatLimit Number of consecutive unanswered heartbeats after DBINT NOT

which the CallRouter closes the connection. The NULL
default is 10. (For purposes of this count, a query is
counted as a heartbeat.)

HeartbeatRetry Number of milliseconds to wait before retrying a DBINT NOT

missed heartbeat. The default is 200. The total time NULL
between heartbeat tries is HeartbeatTimeout +
HeartbeatRetry.

HeartbeatTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

host to respond to a heartbeat request. The default NULL
is 300.

HeartbeatInterval Number of milliseconds between heartbeats. The DBINT NOT

idle timeout for each host is 4 times this value. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
82
 All Tables
Application_Gateway_Half_Hour

Name Description Data Type Keys and

NULL
Option

ID A unique identifier for the row. DBINT PK

NOT
NULL

LateTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

response before considering it late. This does not NULL
affect CallRouter processing. It is for statistical use
only.

LinkTestThreshold Currently not used. DBINT NOT

NULL

OpenTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

response to an open or close connection request. The NULL
default is 15000.

RequestTimeout Number of milliseconds the CallRouter waits for a DBINT NOT

response before timing out a request. The default NULL
value is 300.

SessionRetry Number of milliseconds the CallRouter waits before DBINT NOT

trying to reconnect after a connection terminates or NULL
a connection attempt fails. The default is 30000.

SessionRetryLimit The maximum number of times the CallRouter DBINT NOT

attempts to connect or reconnect a session. (User NULL
intervention is then required to restart the
connection.) If the value is 0, then no limit applies.

Application_Gateway_Half_Hour
This table is part of the Script category. For more information, see Script, on page 602. For database rules, see
Script Tables, on page 663.
It gets populated on central and HDS databases and provides statistics on each Application Gateway.
The software updates these statistics every 30 minutes and generates Application_Gateway_Half_Hour records
for each Application Gateway.

Related Tables
• Application_Gateway, on page 78 (through ApplicationGatewayID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
83
 All Tables
Application_Gateway_Half_Hour

Table 49: Indexes for Application_Gateway_Half_Hour Table

index_name index_description index_keys

XPKApplication_Gateway_Half_Ho Primary key ApplicationGatewayID, DateTime, TimeZone

XAK1Application_Gateway_Half_H Unique key RecoveryKey

XIE1Application_Gateway_Half_H Inversion key DbDateTime

Table 50: Fields in Application_Gateway_Half_Hour Table

Name Description Data Type Keys and

NULL
Option

ApplicationGatewayID Identifies the Application Gateway. DBINT PK, FK

NOT
NULL

AvgDelayToHalf The average delay during the half-hour period DBINT NULL
(AvgDelayToHalf) is derived by dividing the total
delay by the total number of requests during every
half-hour interval. TotalDelay is calculated by the
router internally in milliseconds, for all requests to
the Application Gateway. If RequestsToHalf is
higher than TotalDelay during half-hour interval,
then this value will be zero.
AvgDelayToHalf=TotalDelay/RequestsToHalf

DateTime The Central Controller date and time at the start of DBSMALLDATE PK
the interval.
NOT
NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1
are written to the HDS database. The logger database
NULL
has NULL for this column.

ErrorsToHalf Number of errors that occurred for Application DBINT NULL

Gateway requests during the half-hour interval.
Consult EMS logs for specific error information.

LatesToHalf Number of responses that exceeded the LateTimeout DBINT NULL

value for the connection during the half-hour
interval.

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
84
 All Tables
Application_Instance

Name Description Data Type Keys and

NULL
Option

RecoveryKey Unique identity that is assigned to each record and DBFLT8 AK-1
used internally by the Unified ICM or Unified CC
NOT
Enterprise software to track records.
NULL

RejectsToHalf The number of requests rejected by the Application DBINT NULL

Gateway during the half-hour interval.

RequestsToHalf The number of requests that are sent to the DBINT NULL
Application Gateway during the half-hour interval.

TimeoutsToHalf The number of requests sent to the Application DBINT NULL

Gateway that timed out during the half-hour interval.

TimeZone The Central Controller’s time zone for the date and DBINT PK
time. The value is the offset in minutes from
NOT
UTC(formerly GMT).The value is negative for time
NULL
zones to the east of UTC and positive for time zones
to the west of UTC.

UnavailableToHalf Number of requests attempted while no Application DBINT NULL

Gateway was available during the half-hour interval.

Application_Instance
This table is part of the Media Routing category (see Media Routing, on page 596). For database rules, see
Media Routing Tables, on page 661.
The table contains configuration data about external application instances. The data in this table enables the
software to identify application instances and grant them access to the Configuration Management Service
(CMS). This table is populated initially with default Application Instances as listed in the ApplicationInstanceID
field, below.

Related Table
• Application_Path, on page 86 (through ApplicationInstanceID)

Table 51: Indexes for Application_Instance Table

index_name index_description index_keys

XPKApplication_Instance Primary key ApplicationInstanceID

XAK1Application_Instance Unique key EnterpriseName

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
85
 All Tables
Application_Path

Table 52: FIelds for Application_Instance Table

Name Description Data Type Keys and

NULL
Option

ApplicationInstanceID Identifies the Application Instance. DBINT PK

Default Application Instance: NOT
NULL
• 4 = UQ.Desktop

ApplicationKey A key supplied by the application which allows the varchar(32) NOT
application instance entry to CMS services. NULL

ApplicationType Provides a key to the characteristics of certain DBINT NULL

applications.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

Description Additional information about this application DESCRIPTION NULL

instance.

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

NOT
NULL

PermissionLevel Determines the permissions given to the application: DBINT NOT

NULL
0 = Full read and write permission to all
configuration tables.
1 = Read-only permission to all configuration tables
(the application may not change any data).
2 = Authentication only (only the ConAPI
authentication API's will function).
3 = None

Application_Path
This table is part of the Media Routing category. For more information, see Media Routing, on page 596. For
database rules, see Media Routing Tables, on page 661.
The table defines a path from a registered application instance to a CTI Server. Applications need an interface
to CTI Server in order to report logins, agent states, and task messages to the system software.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
86
 All Tables
Application_Path

Related Tables
• Application_Instance, on page 85 (through ApplicationInstanceID)
• Application_Path_Member, on page 88 (through ApplicationPathID)
• Application_Path_Real_Time, on page 88 (through ApplicationPathID)
• Logical_Interface_Controller, on page 281 (through LogicalControllerID)
• Media_Routing_Domain, on page 297 (through MRDomainID)

Table 53: Indexes for Application_Path Table

index_name index_description index_keys

XPKApplication_Path Primary key ApplicationPathID

XAK1Application_Path Unique key EnterpriseName

Table 54: Fields in Application_Path Table

Name Description Data Type Keys and

NULL
Option
ApplicationInstanceID Defines the application instance that uses this DBINT FK
application path.
NOT
NULL

ApplicationPathID A unique identifier for the application path. DBINT PK

NOT
NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

Description Additional information about this application path. DESCRIPTION NULL

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

NOT
NULL

LogicalControllerID Foreign key to the Logical_Interface_Controller DBSMALLINT FK

table.
NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
87
 All Tables
Application_Path_Member

Application_Path_Member
This table is part of the Media Trouting category. For more information, see Media Routing, on page 596. For
database rules, see Media Routing Tables, on page 661.
The table defines the Media Routing Domains (MRDs) that use a particular application path.

Related Tables
• Application_Path, on page 86 (through ApplicationPathID)
• Media_Routing_Domain, on page 297 (through MRDomainID)
• Peripheral, on page 317 (through PeripheralID)

Table 55: Indexes for Application_Path_MemberTable

index_name index_description index_keys

XPKApplication_Path_Member Primary key PeripheralID, MRDomainID

XIE1Application_Path_Member Inversion key ApplicationPathID

Table 56: Fields in Application_Path_MemberTable

Name Description Data Type Keys and

NULL
Option

ApplicationPathID The application path identifier for this application DBINT FK, IE-1
path member.
NOT
NULL

MRDomainID The MRD identifier for this application path DBINT PK, FK
member.
NOT
NULL

PeripheralID Link to the Peripheral table. DBSMALLINT PK, FK

NOT
NULL

Application_Path_Real_Time
This table is part of the Media Routing category (see Media Routing, on page 596 ). For database rules, see
Media Routing Tables, on page 661.
The table provides real-time status and connection data for application paths.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
88
 All Tables
Application_Path_Real_Time

Related Table
• Application_Path, on page 86 (through ApplicationInstanceID)

Table 57: Indexes for Application_Path_Real_Time Table

index_name index_description index_keys

XPKApplication_Path_Real_Time Primary key ApplicationPathID

Table 58: Fields in Application_Path_Real_Time Table

Name Description Data Type Keys and

NULL
Option

ApplicationPathID The application path identifier for this application DBINT PK, FK
path member.
NOT
NULL

DateTime The date and time when the data in this table was DBDATETIME NOT
last updated. NULL

OnLine Indicates whether or not the application path is DBCHAR NULL

currently on-line:
1 = yes, on-line
0 = no, not on-line.

OnLineDateTime The date and time at which the application instance DBDATETIME NULL
associated with this application path established
connection to the CTI Server.

Text1 Application-specific strings. varchar(40) NULL

Text2 Application-specific strings. varchar(40) NULL

Text3 Application-specific strings. varchar(40) NULL

Text4 Application-specific strings. varchar(40) NULL

Text5 Application-specific strings. varchar(40) NULL

Text6 Application-specific strings. varchar(40) NULL

Text7 Application-specific strings. varchar(40) NULL

Text8 Application-specific strings. varchar(40) NULL

Text9 Application-specific strings. varchar(40) NULL

Text10 Application-specific strings. varchar(40) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
89
 All Tables
Attribute

Attribute
This table defines attributes that agents may have and that calls may request.

Note A skill is a special form attribute used to identify which attributes are used in the most skilled agent and
least skilled agent queue ordering.
An attribute which is considered a skill must have the following:
1. DataType = Proficient
2. MinimumValue = 1
3. MaximumValue = 100

Note You cannot modify the DataType of an existing attribute.

Related Tables
• Agent_Attribute (through AttributeID)
• Agent_Skill_Group_Interval (through AttributeID)
• Agent_Skill_Group_Real_Time (through AttributeID)
• Call_type_SG_Interval (through AttributeID)
• Precision_Q_Real_Time (through AttributeID)
• Precision_Queue_Term (through AttributeID)
• Router_Queue_Interval (through AttributeID)

Table 59: Indexes for Attribute Table

index_name index_description index_keys

XPKAttribute Primary key AttributeID

XAK1Attribute Unique key EnterpriseName

XIE1Attribute Inversion key DateTimeStamp

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
90
 All Tables
Attribute

Table 60: Fields in Attribute Table

Name Description Data Type Keys and

NULL
Option

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

AttributeID ID and primary key. DBINT PK1

NOT
NULL

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

the agent desktop. This flag is only advisory for the NULL
desktop software.

ChangeStamp Change stamp. CHANGESTAMP NOT

NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

DefaultValue Must be convertable to the datatype specified. varchar255 NULL

Deleted Deleted Flag stored as a character. Valid values are: DBCHAR NOT
NULL
• Y = Yes
• N = No

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Description of the attribute. DESCRIPTION NULL

EnterpriseName Name of this attribute. VNMAE32 NOT

NULL

MaximumValue Must be convertable to the datatype specified. varchar255 NULL

MinimumValue Must be convertable to the datatype specified. varchar255 NULL

SettableByAgent Y or N (Default). If Y, the agent can set this attribute DBCHAR NOT
for the desktop. This flag is only advisory for the NULL
desktop software.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
91
 All Tables
Attribute_Set

Attribute_Set

Note This table is defined for future use.

This table defines the attribute set that agents may have and that calls may request.
This table supports individual adds and deletes, as well as delete.

Table 61: Indexes for Attribute_Set Table

index_name index_description index_keys

XPKAttribute_Set Primary key AttributeSetID

XAK1Attribute_Set Unique key EnterpriseName

Table 62: Fields in Attribute_Set Table

Name Description Data Type Keys and

NULL
Option

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

AttributeSetID Unique ID and the primary key. DBINT NOT

NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

Description Description of the Attribute Set table. DESCRIPTION NULL

EnterpriseName Name of the Attribute Set. VNAME32 NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
92
 All Tables
Attribute_Set_Member

Attribute_Set_Member

Note This table is defined for future use.

This table defines the set of attributes belong to the same attribute set data type.
This table supports individual adds and deletes, as well as delete. The Attribute table is the parent.

Table 63: Indexes for Agent Table

index_name index_description index_keys

XPKAttribute_Set_Member Primary key AttributeSetID, AttributeID

Table 64: Fields in Attribute_Set_Member Table

Name Description Data Type Keys and

NULL
Option

AttributeSetID Foreign Key from Attribute Set table and part of the DBINT NOT
primary key. NULL

AttributeID Foreign Key from Attribute Set table and part of the DBINT NOT
primary key. NULL

AWControl
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Local database only.
Contains one record of control information about the Administration & Data Server. This information is used
internally by the system.

Note This table has no indexes because it has only one row.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
93
 All Tables
Blended_Agent_Options

Table 65: Fields in AWControl Table

Name Description Data Type Keys and

NULL
Option

AWType The AW type: DBINT NOT

NULL
• 0 = Standard
• 1 = NAM
• 2 = CICM
• 3 = Limited Administration & Data Server.

ConfigChangedBySystemName The name of the workstation that last uploaded VNAME32 NULL
configuration or script information to the central
database. This field is maintained by the real-time
feed.

ConfigChangedByUserName The name of the user that last uploaded configuration varchar(64) NULL
or script information to the central database. This
field is maintained by the real-time feed.

ControllerConfigChangeKey The recovery key value from the Config Message DBFLT8 NOT
Log table when the configuration or script NULL
information in the central database was last updated.
This field is maintained by the real-time feed.

ControllerConfigChangeTime The time that the configuration or script information datetime NULL
in the central database was last updated. This field
is maintained by the real-time feed.

HDSPropertyEnabled Indicates whether the Historical Data Server property DBCHAR NOT
is enabled: NULL
• Y = Yes (enabled)
• N = No (not enabled)

LastRetrievalKey The recovery key value copied from the Config DBFLT8 NOT
Message Log table when the local database was last NULL
updated from the central database.

LastRetrievalTime The time that the local Administration & Data Server DATETIME NULL
database was last updated from the central database.

Blended_Agent_Options
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
94
 All Tables
Blended_Agent_Options

Note If Outbound Option was not selected during setup, this table will contain no data.
This table has no indexes because it has only one row.

Contains all options that are global to a Outbound Option deployment. There is only one row in this table.
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify the
Outbound Option Options records.

Table 66: Fields in Blended_Agent_Options Table

Name Description Data Type Keys and

NULL
Option

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

CPAAnalysisPeriod (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of milliseconds the dialer will spend
analyzing. Advanced configuration item.

CPAJitterBufferDelay (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Used for fine tuning call progress analysis.
Advanced configuration item.

CPAMaxTermToneAnalysis (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Maximum milliseconds the dialer will analyze an
answering machine voice message looking for a
termination tone. Advanced configuration item.

CPAMaxTimeAnalysis (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Maximum time allowed for analysis in milliseconds.
Advanced configuration item.

CPAMinimumValidSpeechTime (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Minimum number of milliseconds of voice required
to qualify a call as voice detected. Advanced
configuration item.

CPAMinSilencePeriod (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Minimum silence period required to classify as a
call voice detected. Advanced configuration item.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
95
 All Tables
Blended_Agent_Options

Name Description Data Type Keys and

NULL
Option

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

DialEndHours The latest valid hour to call a contact (in 24-hour DBINT NOT
format). The hour value is based on the contact's NULL
local time.

DialEndMinutes The latest valid minute to call a contact. The minutes DBINT NOT
value is based on the contact's local time. NULL

DialStartHours The earliest valid hour to call a contact (in 24-hour DBINT NOT
format). The hour value is based on the contact's NULL
local time.

DialStartMinutes The earliest valid minute to call a contact. The DBINT NOT
minutes value is based on the contact's local time. NULL

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

IPDirectDialPreview A Boolean value that indicates that all preview and DBCHAR NOT
personal callback modes should be direct dialed from NULL
the agent desktop rather than transferred from the
dialer.
A Y indicates enabled, N indicates disabled. The
default is N.

PcbAllowedSaturday (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

USED. IT IS RESERVED FOR FUTURE USE.) NULL
Allow dialing of personal callbacks on Saturday.
The default is N.

PcbAllowedSunday (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

USED. IT IS RESERVED FOR FUTURE USE.) NULL
Allow dialing of personal callbacks on Sunday. The
default is N.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
96
 All Tables
Blended_Agent_Options

Name Description Data Type Keys and

NULL
Option

PcbBusyRetry (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Personal callbacks. Minimum time in minutes before
retrying a busy.

PcbCheckRecords (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Frequency (in minutes) to check for records in the
database.

PcbMaxAttempts (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Maximum attempts to retry.

PcbMode (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Indicates the personal callback mode to use if this
personal callback was not associated with a
campaign. The three mode choices are useVDN,
Reschedule, or Abandon.

PcbNoAnswerRetry (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Minimum time in minutes before retrying a no
answer.

PcbNoAnswerRingLimit (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of rings to wait before considering this call
a no answer call.

PcbPurgeRecords (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Days to wait before purging old records.

PcbPurgeStatus (THIS FIELD IS NOT CURRENTLY BEING varchar(64) NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Indicates which personal callback records to purge
based on the call status. It is a string of dialing list
status characters.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
97
 All Tables
Bucket_Intervals

Name Description Data Type Keys and

NULL
Option

PcbRecordsToCache (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of personal callback records to cache in the
dialer.

PcbReserveRetry (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Minimum time before retrying a failed reservation.

RescheduleCallbacks (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

USED. IT IS RESERVED FOR FUTURE USE.) NULL
Indicates whether callbacks should be rescheduled
or not. The default is Y.

Bucket_Intervals
This configuration table holds the definition for Bucket Intervals that are used for Call type reporting. The
Intervals are in sequentially increasing order, with the unused intervals having a NULL value.
Use the Unified ICM Configuration Manager Bucket Interval List Tool to modify Bucket intervals.

Table 67: Indexes for Bucket_Intervals Table

index_name index_description index_keys

XPKBucket_Intervals Primary key BucketIntervalID

XAK1Bucket_Intervals Unique key EnterpriseName

Table 68: Fields in Bucket_Intervals Table

Name Description Data Type Keys and

NULL
Option

BucketIntervalID The primary key for this table. DBINT PK

NOT
NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
98
 All Tables
Bulk_Job

Name Description Data Type Keys and

NULL
Option

Deleted The default is N. DBCHAR NOT

NULL

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

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

NOT
NULL

IntervalUpperBound1 Upper bound in seconds of interval 1 DBINT NULL

IntervalUpperBound2 Upper bound in seconds of interval 2 DBINT NULL

IntervalUpperBound3 Upper bound in seconds of interval 3 DBINT NULL

IntervalUpperBound4 Upper bound in seconds of interval 4 DBINT NULL

IntervalUpperBound5 Upper bound in seconds of interval 5 DBINT NULL

IntervalUpperBound6 Upper bound in seconds of interval 6 DBINT NULL

IntervalUpperBound7 Upper bound in seconds of interval 7 DBINT NULL

IntervalUpperBound8 Upper bound in seconds of interval 8 DBINT NULL

IntervalUpperBound9 Upper bound in seconds of interval 9 DBINT NULL

Bulk_Job
This table supports operations from the Packaged CCE Bulk Operations tool.

Table 69: Indexes for Bulk_Job Table

index_name index_description index_keys

XPKBulk_Job Primary key BulkJobID

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
99
 All Tables
Bulk_Job

Table 70: Fields in Bulk_Job Table

Name Description Data Type Keys and

NULL
Option

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

NOT
NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

database NULL

CreateDateTime The date and time when the job was created DBDATETIME NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Describes this job DESCRIPTION NULL

EndDateTime The date and time when the job was finished DBDATETIME NULL

JobHostName The AW on which the job will run varchar(64) NULL

JobState The state of the job. The options are: DBSMALLINT NULL
• 1 = Queued
• 2 = Processing
• 3 = Completed successfully
• 4 = Failed
• 5 = Cancelled

JobType Indicates the type of bulk job. The options are: DBSMALLINT NOT
NULL
• 1 = Dialed Number
• 2 = Agent
• 3 = Call Type
• 4 = Skill Group
• 5 = SSO Migration
• 102 = Inventory

Note The operation types (create, update,

delete) are specified in the CSV file with
each record.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
100
 All Tables
Business_Entity

Name Description Data Type Keys and

NULL
Option

StartDateTime The date and time when the job was started DBDATETIME NULL

Business_Entity
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
It lists the business entities within the enterprise.

Related Tables
• Enterprise_Route, on page 246 (through Enterprise Route ID)
• Enterprise_Service, on page 247 (through EntityID)
• Enterprise_Skill_Group, on page 249 (through EntityID)
• Master_Script, on page 294 (through Entity ID)
• Schedule, on page 415 (through EntityID)

Table 71: Indexes for Business_Entity Table

index_name index_description index_keys

XPKBusiness_Entity Primary key EntityID

XAK1Business_Entity Unique key EntityName

Table 72: Fields in Business_Entity Table

Name Description Data Type Keys and

NULL
Option

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the business entity. DESCRIPTION NULL

EntityID A unique identifier for the business entity. DBINT PK

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
101
 All Tables
Business_Hours

Name Description Data Type Keys and

NULL
Option

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

NOT
NULL

Business_Hours
This table is in the Business Hours category. To see database rules for these tables, see Business Hours, on
page 589.
It contains a description of all the business hours that a enterprise may use. There is a single row for every
configured business hour.
You can use the Call Tracer utility from within Script Editor to view the Business Hour evaluvation status in
the tracer logs.

Related Tables
• Business_Hours_Real_Time, on page 104 (through BusinessHoursID)
• Business_Hours_Reason, on page 105 (through BusinessHourReasonID)
• Department, on page 206 (through DepartmentID)
• Special_Day_Schedule, on page 534 (through BusinessHoursID)
• Time_Zone_Location, on page 558 (through TimeZoneLocationID)
• Week_Day_Schedule, on page 584 (through BusinessHoursID)

Table 73: Indexes for Business_Hours Table

index_name index_description index_keys

XPKBusiness_Hours Primary key BusinessHoursID

XAK1Business_Hours Unique key EnterpriseName

XIE1Business_Hours Inversion key DepartmentID

XIE2Business_Hours Inversion key TimeZoneLocationID

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
102
 All Tables
Business_Hours

Table 74: Fields in Business_Hours Table

Field Description Data Type Keys and

NULL
Option

BusinessHoursID Unique ID of the business schedule object DBINT PK

NOT
NULL

EnterpriseName An enterprise name for this business hour. The name VNAME32 AK
must be unique among all the business hours within
NOT
the business entity.
NULL

DepartmentID Displays the foreign key from the Department table. DBINT FK, IE
NULL for global department.
NULL

Description Additional information about this business hour. DESCRIPTION NULL

ManualOverride If this field is 0, the system uses the business hour DBTINYINT NOT
configured for that department and time zone. You NULL
can override the default business hour with the
following:
• 1=force closes the current business hour.
• 2=force opens a business hour.

BusinessHourReasonID Foreign key from the Business Hours Reason table. DBINT FK
NULL

BusinessHourType Defines the type of the business hour. DBTINYINT NOT

NULL
• 0 indicates that the business hour is open for
24 hours on all seven days of the week.
• 1 indicates that the business hour will fall
within a custom time period you define. To
define the time period, select the Custom
option under Business Hours > Regular
Hours in the Unified CCE Administration
console.

Default value is 0.

TimeZoneLocationID The timezone that the schedule will be based on. DBINT FK, IE
Displays the foreign key from the Time Zone
NOT
Location table.
NULL

DateTimeStamp Records the date and time when a record is added DBDATETIME NULL
or updated.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
103
 All Tables
Business_Hours_Real_Time

Field Description Data Type Keys and

NULL
Option

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

FutureUseInt1 Future Use DBINT NULL

FutureUseInt2 Future Use DBINT NULL

FutureUseVarChar1 Future Use VARCHAR(64) NULL

FutureUseVarChar2 Future Use VARCHAR(64) NULL

Business_Hours_Real_Time
This table provides the current status of the business hour and the reason code as a real time report.

Related Tables
• Business_Hours, on page 102 (through BusinessHoursID)
• Business_Hours_Reason, on page 105 (through ReasonCode)

Table 75: Indexes for Business_Hours_Real_Time Table

index_name index_description index_keys

XPKBusiness_Hours_Real_Time Primary key BusinessHoursID

Table 76: Fields in Business_Hours_Real_Time Table

Field Description Data Type Keys and

NULL
Option

BusinessHoursID Foreign key from Business Hours table. DBINT PK

NOT
NULL

DateTime Date and time when this data was last updated. It DBDATETIME NOT
represents the updated time stamp. NULL

ScheduleStatus Indicates whether the business hour is open or DBINT NULL

closed.
• 0 indicates that the business hour is closed.
• 1 indicates that the business hour is open.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
104
 All Tables
Business_Hours_Reason

Field Description Data Type Keys and

NULL
Option

ReasonCode Reason code of the active schedule. DBINT NULL

FutureUseInt1 Future Use DBINT NULL

FutureUseInt2 Future Use DBINT NULL

FutureUseInt3 Future Use DBINT NULL

FutureUseInt4 Future Use DBINT NULL

FutureUseInt5 Future Use DBINT NULL

Business_Hours_Reason
This table contains the reason for the business hour's state.

Related Tables
• Business_Hours, on page 102 (through BusinessHourReasonID)
• Business_Hours_Real_Time, on page 104 (through ReasonCode)

Table 77: Indexes for Business_Hours_Reason Table

index_name index_description index_keys

XPKBusiness_Hours_Reason Primary key BusinessHourReasonID

XAK1Business_Hours_Reason Unique key ReasonCode

Table 78: Fields in Business_Hours_Reason Table

Name Description Data Type Keys and

NULL
Option

BusinessHourReasonID Unique ID of the business reason. DBINT PK

NOT
NULL

ReasonCode A unique key assigned to each reason. DBINT AK

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
105
 All Tables
Call_Event_Detail (Reserved for future use)

Name Description Data Type Keys and

NULL
Option

ReasonText Description of the business hour reason in text VARCHAR(255) NULL

format.

DateTimeStamp Records the date and time when a record is added DBDATETIME NULL
or updated.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

FutureUseInt1 Future Use DBINT NULL

FutureUseInt2 Future Use DBINT NULL

FutureUseVarChar1 Future Use VARCHAR(128) NULL

FutureUseVarChar1 Future Use VARCHAR(64) NULL

Call_Event_Detail (Reserved for future use)

This table contains the call event information and the records will be created by the Unified CCE Router in
the following scenarios.
1. When the call is Connected to VRU for Self service.
2. When the call is Queued to Precision Queue, Skill Group, or Agent.

This report will be used only for the Analyzer Integration.

Table 79: Indexes for Call_Event_Detail Table

index_name index_description index_keys

XAK1Call_Event_Detail Unique key RecoveryKey

XIE1Call_Event_Detail Inversion key RouterCallKey, RouterCallKeyDay

XIE2Call_Event_Detail Inversion key DbDateTime

Table 80: Fields in Call_Event_Detail Table

Name Description Data Type Keys and

NULL
Option

AgentQueueIDs This field will be updated only when the Call queued VARCHAR(512) NULL
to agent directly use QueueToAgent node.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
106
 All Tables
Call_Event_Detail (Reserved for future use)

Name Description Data Type Keys and

NULL
Option

DateTime Date and Time of the event in Central Controller DBDATETIME NOT
Time. NULL

DbDateTime The current date and time stamp when the records DBDATETIME NULL
are written to the HDS database. The logger database
has NULL in this column.

EventType Call event type DBINT NULL

• 0 = UNKNOWN
• 1 = NEWCALL (Reserved for future use )
• 2 = VRU-CONNECTED
• 3 = VRU-DONE
• 4 = QUEUED

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use VARCHAR(64) NULL

FutureUseVarchar2 Reserved for future use VARCHAR(64) NULL

PrecisionQueueIDs Precision Queue ID if the the call is queued to VARCHAR(512) NULL

Precision Queue.

RouterCallKey A call key counter created and set by the system DBINT NOT
software. This value forms the unique portion of the NULL
64-bit key for the call. The system software resets
this counter at midnight.
Applicable only if the agent is in an active call.

RouterCallKeyDay A value indicating the day that the call was received DBINT NOT
and the Route_Call_Detail record was created. NULL
Applicable only if the agent is in an active call.

RouterCallKeySequenceNumber The RouterCallKeySequenceNumber of the call leg DBINT NOT

for which these events are triggered. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
107
 All Tables
Call_Type

Name Description Data Type Keys and

NULL
Option

RecoveryKey A unique ID assigned to each record and used DBFLT8 NOT

internally by the Unified ICM/Unified CCE software NULL
to track the record.

SkillGroupIDs Skill Group ID to which the Call is queued. VARCHAR(512) NULL

TimeZone The Central Controller’s time zone for the date and DBINT NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

UpdateQueues Indicates if the Queue IDs are new Queue IDs or DBINT NOT
updated to existing list of Queues. NULL
• 0 = Unknown
• 1 = Indicates the call in unqueued.
• 2 - Indicates the Queue IDs are new to the
call.
• 3 = Indicates that Queue IDs are added to
the existing queues.
This field is not valid for IVR-Connected and
IVR_done by default will be 0.

Call_Type
This table is part of the Script category. For database rules, see the "Script Tables" section.
Each row describes a category of calls that the software can handle. The Dialed Number Map table determines
which calls are assigned to each category. The Call Type Map table determines which scripts are executed
for each call type.
Use the Call Type list tool to add, update, and delete Call_Type records. This tool can be launched through
the Configuration Manager.
Related Tables
Call_Type_Map (by CallTypeID)
Call_Type_Real_Time (by CallTypeID)
Customer_Defintion (by CustomerDefinitionID)
Default_Call_Type (by CallTypeID)
Dialed_Number_Map (by CallTypeID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
108
 All Tables
Call_Type

ICR_Globals (Call_Type.CallTypeID maps to ICR_Globals.DefaultCallType)

Route_Call_Detail (by CallTypeID)
Termination_Call_Detail (by CallTypeID)

Table 81: Indexes for Call_Type Table

index_name index_description index_keys

XAK1Call_Type Nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIE1Call_Type Nonclustered located on PRIMARY CustomerDefinitionID

XIE2Call_Type Nonclustered located on PRIMARY DateTimeStamp

XPKCall_Type Clustered, unique, primary key located CallTypeID

on PRIMARY

Table 82: Fields in Call_Type Table

Name Description Data Type Keys and

NULL
Option
BucketIntervalID The ID for the entry in the Bucket_Interval Table DBINT FK NULL
used for this CallType. The default value is NULL.
NULL means that the bucket interval from
ICR_Globals is used for this calltype.

CallTypeID A unique identifier for this call type. DBINT PK NOT

NULL
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

CustomerDefinitionID Identifies the customer definition, if any, associated DBINT IE-1 NULL
with the call type.

DateTimeStamp Records the date and time when a record is added DBDATETIME NULL
or updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the call type. DESCRIPTION NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
109
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL
Option
EnterpriseName An enterprise name for this call type. This name VNAME32 AK-1 NOT
must be unique among all call types in the enterprise. NULL

ReportingInterval This value indicates the period, in minutes, over DBINT IE3, NULL
which the router calculates the Call Type and Call
Type Skill Group data. The valid values are 30
(default) or 15.
Note This field is the Call Type Reporting
Interval. It is not the PG reporting
Interval with which the skill group is
associated.

ServiceLevelThreshold The time in seconds to be used as the service level DBINT NULL
threshold.

ServiceLevelType Default value that indicates how the software DBSMALLINT NULL
calculates the service level (that is, how it handles
abandoned calls in calculating the service level).
You can override this default for individual services.

Call_Type_Interval
This section describes the Call Type Interval table.

Note • In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified
CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child)
through Unified CCE Gateway PG, network queuing data is not available in the child or in the
child agent and supervisor desktops. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager, who would normally only look at the Unified
CCE child reports, needs to also look at the parent Unified ICM reports for network queuing data.
• With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which
calls are translation-routed, the measurement of Answer Wait Time for a call begins when the call
is queued. The measurement of Service Level begins when the call arrives at the routing script, or
when its call type is changed. This means that, if self-service is performed on a call before queueing
to an agent, the routing script must change the call type of the call when self-service is completed.
Otherwise, the time spent in self-service negatively impacts the Service Level.
• In the Call Type Interval table, the Hold time is calculated based on the call event.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
110
 All Tables
Call_Type_Interval

Table 83: Fields in Call_Type_Interval Table

Name Description Data Type Keys and

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

AbandInterval2 Number of calls abandoned within interval 2. DBINT YES

See AbandInterval1.

AbandInterval3 Number of calls abandoned within interval 3. DBINT YES

See AbandInterval1.

AbandInterval4 Number of calls abandoned within interval 4. DBINT YES

See AbandInterval1.

AbandInterval5 Number of calls abandoned within interval 5. DBINT YES

See AbandInterval1.

AbandInterval6 Number of calls abandoned within interval 6. DBINT YES

See AbandInterval1.

AbandInterval7 Number of calls abandoned within interval 7. DBINT YES

See AbandInterval1.

AbandInterval8 Number of calls abandoned within interval 8. DBINT YES

See AbandInterval1.

AbandInterval9 Number of calls abandoned within interval 9. DBINT YES

See AbandInterval1.

AbandInterval10 Number of calls abandoned within interval 10. DBINT YES

See AbandInterval1.

AgentErrorCount During the reporting interval, calls that DBINT YES

encounter an error when the call is at the agent
desktop. These are calls that receive a TCD with
CallDispositionFlag value of DBCDF_ERROR
(4). Agent errors are counted in
AgentErrorCount, and routing errors are
counted in ErrorCount. Total Error count =
ErrorCount + AgentErrorCount.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
111
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

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

AnsInterval2 Number of calls answered within interval 2. See DBINT YES

AnsInterval1.

AnsInterval3 Number of calls answered within interval 3. See DBINT YES

AnsInterval1.

AnsInterval4 Number of calls answered within interval 4. See DBINT YES

AnsInterval1.

AnsInterval5 Number of calls answered within interval 5. See DBINT YES

AnsInterval1.

AnsInterval6 Number of calls answered within interval 6. See DBINT YES

AnsInterval1.

AnsInterval7 Number of calls answered within interval 7. See DBINT YES

AnsInterval1.

AnsInterval8 Number of calls answered within interval 8. See DBINT YES

AnsInterval1.

AnsInterval9 Number of calls answered within interval 9. See DBINT YES

AnsInterval1.

AnsInterval10 Number of calls answered within interval 10. DBINT YES

See AnsInterval1.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
112
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

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

This field is applicable to both Unified ICM

and Unified CCE with the following exception:
The field is not incremented if an agent answers
the call on a standard ACD, unless the call was
translation routed.

AvgRouterDelayQ Average delay in queue (in seconds) for calls DBINT YES
removed from the Router queue during the
half-hour interval. RouterQueueDelayQ /
RouterQueueCalls

BucketIntervalID The ID of Bucket Intervals from the DBINT YES

Bucket_Interval table used to generate the
following AnsInterval and AbandInterval fields
in this record.

CallsAnswered The total number of calls of this call type DBINT YES
answered or work accepted by agents in the
reporting interval. This field is applicable to
both Unified ICM and Unified CCE with the
following exception: the field is not
incremented if an agent answers the call on a
standard ACD, unless the call was translation
routed.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
113
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
CallDelayAbandTime The total time spent by calls of this call type DBINT YES
that abandoned in the reporting interval. This
time begins when the call reaches the Router
and ends when the call disconnects. Does not
include short calls.
Note This time is not reset if the CallType
changes. To determine the time that
abandoned calls spend in the script
before abandoning, subtract
DelayQAbandTimeHalf and
DelayAgentAbandTime from
CallDelayAbandTime.

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

A handled call or task is completed when the

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

CallsOffered The total number of calls of this call type DBINT YES
offered during the reporting interval.

CallsOnHold The number of calls placed on hold at least once DBINT YES
for the call type during the reporting interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
114
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
CallsQHandled Number of calls answered within interval 1. DBINT YES
This field is applicable to both Unified ICM
and Unified CCE with the following exception:
the field is not incremented if an agent answers
the call on a standard ACD, unless the call was
translation routed.

CallsRouted Number of calls of this type that have been DBINT YES
routed during the reporting interval.

CallsRequeried During the reporting interval, the number of DBINT YES

router requery events for this calltype. A call
may be requeried several times and counted as
such. For example, if there are 10 calls offered
and each is requeried twice, Calls Requeried is
20.

CallsRoutedNonAgent For Unified CCE, the number of calls that DBINT YES
executed a Label node or a Divert Label node
in their routing script in the reporting interval.
For Unified ICM, the number of calls that
executed a Label node or a Divert Label node
in their routing script; or that were routed to a
standard ACD without using a translation route
in the reporting interval.

CallsRONA Number of calls that have been Redirected On DBINT YES

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

CallTypeID Identifies the call type. DBINT PK2, NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
115
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
CTDelayAbandTime The total time spent by calls of this call type DBINT YES
that abandoned calls within the reporting
interval. This time begins when the call reaches
the Router or when the call changes CallTypes
and ends when the call disconnects. This time
is reset if the CallType changes. Does not
include short calls.

CTVRUTime During the reporting interval, the total time that DBINT YES
all the calls spent at the VRU in the current call
type.
Note In a NAM/CICM deployment (VRU
at NAM), this value is updated for
calls that the CICM sends to the
VRU. Calls that the NAM itself
sends to the VRU update the call
type metrics in the NAM.
Note In a NAM/CICM deployment
(VRU1 at NAM and VRU2 at
CICM), this value is updated for
calls that the CICM sends to VRU1.
Calls that the NAM Router itself
sends to VRU1 update the call type
metrics in the NAM. Service data
for VRU2 is stored in the CICM
database.

DateTime The Central Controller date and time at the start DBSMALLDATE PK1, NOT
of the interval when the row was generated. NULL

DbDateTime The current date and time stamp when the DBDATETIME IE1, YES
records are written to the HDS database. The
logger database has NULL for this column.

DelayQAbandTime The total time spend by all calls for this call DBINT YES
type that abandoned while in the queue, for this
reporting interval. This field changed in Release
7.0 from Abandon Time in Queue + Abandon
Time At Agent + Abandon Time in VRU to
Abandon Time in Queue only.
Note Customers who migrate from
Release 6.0 please note that the data
stored in DelayQAbandTime is
moved to CallDelayAbandTime.
Does not include short calls. This
time is not reset if the CallType
changes.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
116
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

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

ErrorCount During the reporting interval, the number of DBINT YES

calls that resulted in an error condition.
A few examples of error condition are:
• CCE Script execution is unable to find a
target for the call due to any scripting or
configuration error.
• The system is unable to route the call to
the identified Agent for any error in the
network or device.
• Calls with mis-configured labels that do
not use default routing; for example, when
a route has not been defined.
• Translation-routed calls are abandoned
while en route to destination target.

Is incremented every time Router encounters a

routing error. These calls can be identified by
a non-zero RouterErrorCode in
Route_Call_Detail records, after discounting
any record that may have been identified as an
Abandoned call (that is with a
RouterErrorCode=448).
See Router Error Codes for the complete list
of RouterError codes.

HandleTime The total handle time in seconds for handled DBINT YES
calls of this call type ending during the
reporting interval. HandleTime is the sum of
the fields TalkTime, HoldTime, and WorkTime
from the Termination_Call_Detail record. This
field is applicable to both Unified ICM and
Unified CCE with the following exception: it
does not include the delay time for a call that
was abandoned after it was routed to a standard
ACD, unless the call was translation routed.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
117
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
HoldTime The total hold time in seconds for calls of this DBINT YES
call type ending during the reporting interval.
This field is applicable to both Unified ICM
and Unified CCEwith the following exception:
it does not include the delay time for a call that
was abandoned after it was routed to a standard
ACD, unless the call was translation routed.

ICRDefaultRouted Number of calls of this type that were routed DBINT YES
to the default label during the reporting interval.

IncompleteCalls During the reporting interval, the number of DBINT YES

IncompleteCalls; which are calls that were
routed to an agent but failed to arrive.
Is incremented on the receipt of a
Termination_Call_Detail with the Disposition
Flag value of DBCDF_INCOMPLETE (7).
This can occur under several conditions:
1. Just as the CallRouter is about to send the
agent a call, the agent, while in the
AVAILABLE state, pushes the head set
button to enable it.
2. Just as the CallRouter is about to send the
agent a call, the agent otherwise attempts
to make a call from the desk phone.
3. Just as the CallRouter is about to send the
agent a call, the agent, while in the
AVAILABLE state, is direct dialed.
4. Network issues (congestion, glitches, and
so on).
5. A caller disconnects in route to the agent.
Note As IP transfers are so quick, this
is an unlikely condition.

This field is applicable to both Unified ICM

and Unified CCE with the following exception:
it does not include the delay time for a call that
was abandoned after it was routed to a standard
ACD, unless the call was translation routed.

MaxHoldTime The max hold time in seconds for calls of this DBINT YES
call type during the reporting interval

MaxCallsQueued The maximum number of calls in queue for this DBINT NULL
call type during this interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
118
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
MaxCallWaitTime The longest time a call had to wait before it was DBINT NULL
dispositioned (abandoned, answered, and so on)
in this interval.

ReservationCalls The number of times the Dialer reserved an DBINT NULL

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

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

NetworkAnnouncement Number of calls routed with an announcement DBINT YES

node during the reporting period. This node
returns a label to the network that specifies the
announcement to be played.

OverflowOut The number of calls overflowed to another call DBINT YES

type during the reporting interval. This field
increments when a requalify or call type node
is executed in the script.

PickRequests The total number of pick requests successfully DBINT NULL

routed by this call type in the reporting interval.
PullRequests The total number of pull requests successfully DBINT NULL
routed by this call type in the reporting interval.

PickErrors Number of pick requests resulting in an error. DBINT NULL

PullErrors Number of pull requests resulting in an error. DBINT NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK1, NOT
internally by the Unified ICM / Unified NULL
CCEsoftware to track the record.

ReportingHalfHour The value indicates Half Hour boundary interval DBINT IE2, NULL
(0 to 47). Two 15 minute interval records have
a unique half hour boundary value.

ReportingInterval This value indicates the period, in minutes, over DBINT IE3, NULL
which the router calculates the Call Type and
Call Type Skill Group data. The valid values
are 30 (default) or 15.

Reserved1 Reserved for future use. DBINT YES

Reserved2 Reserved for future use. DBINT YES

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
119
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
Reserved3 Reserved for future use. DBINT YES

Reserved4 Reserved for future use. DBINT YES

Reserved5 Reserved for future use. DBFLT4 YES

ReturnBusy Number of calls of this type that were routed DBINT YES
to the Busy target during the reporting interval.

ReturnRing Number of calls of this type that were routed DBINT YES
to the Ring target during the reporting interval.

ReturnRelease Count of calls that executed a Release node in DBINT YES

their routing script in the reporting interval.

RouterQueueWaitTime Number of seconds calls of this type spent in DBINT YES

the Call Router queue during the reporting
interval.
This count includes only calls that exited the
queue during the interval. Calls still in the queue
at the end of the interval are not counted.

RouterQueueCalls The number of tasks of the call type assigned DBINT YES
from the queue to be routed in the reporting
interval.

RouterCallsAbandQ The number of calls to the call type that DBINT YES
abandoned in the Router queue during the
interval. Does not include short calls. The
definition of this field changed in Release 7.0(0)
from "Calls Abandon in Queue + Calls
Abandoned At Agent + Calls Abandoned in
VRU" to "Calls Abandoned in Queue only".
For customers who are migrating from Release
6.0 to Release 7.0, the data stored in
RouterCallsAbandQ is moved to
TotalCallsAband.
Note RouterCallsAbandQ does not include
calls that were abandoned in the
VRU. This value can be derived
from TotalCallsAband -
RouterCallsAbandQ -
RouterCallsAbandToAgent.

RouterQueueCallTypeLimit During the reporting interval, the number of DBINT YES

Router queue attempts that failed because the
limit for the call type was reached.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
120
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
RouterQueueGlobalLimit During the reporting interval, the number of DBINT YES
Router queue attempts that failed because the
global system limit was reached.

RouterCallsAbandToAgent The number of calls that abandoned at the agent DBINT YES
desktop before being answered in the reporting
interval. Does not include short calls.
Termination_Call_Detail records generated by
agent PG with a CallDispositionFlag of 2 are
counted as RouterCallsAbandToAgent.

ServiceLevelAband The total number of calls of this call type are DBINT YES
abandoned within the service level threshold
during the reporting interval.
This is valid for both Unified CCE and standard
ACD targets that use translation routes.
For Call Type Interval, ServiceLevelAband is
calculated from the time the call type changes
until the time the call is abandoned.

ServiceLevelCalls The total number of calls of this call type DBINT YES
answered within the service level threshold
during the reporting interval. This field is
incremented when the PG sends the answered
event to the router within the service level
threshold.
This is valid for both Unified CCE and standard
ACD targets that use translation routes.
Note The timer for Service Levels
statistics starts when the call arrives
at that given CallType. Service
Levels statistics reset when CallType
changes for a given call.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
121
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
ServiceLevelCallsOffered The number of calls of this call type that had DBINT YES
service level events during the reporting
interval. Calls are counted for service level
purposes when it is determined how the call
contributes to the service level calculation. This
determination is made when either the service
level timer passes, the call is answered, or the
caller abandons - whichever occurs first. Valid
for both Unified CCE and standard ACD targets
that use translation routes.
For more information about Service Level at
Call Type, see Reporting Concepts for Cisco
Unified ICM-Contact Center Enterprise guide
at https://www.cisco.com/c/en/us/support/
customer-collaboration/
unified-contact-center-enterprise/
products-user-guide-list.html.

ServiceLevel Service level for the call type during the DBFLT4 YES
reporting interval. Service Level Type is
configured in the Unified ICM Configuration
Manager using the Call Type list tool and the
System Information tool.
ServiceLevel is calculated as follows depending
on the service level type:
1. Ignore Abandoned Calls:
ServiceLevelCalls/(ServiceLevelCallsOffered
- ServiceLevelAband).
2. Abandoned Calls have Negative Impact:
ServiceLevelCalls/ServiceLevelCallsOffered.
3. Abandoned Calls have Positive Impact:
(ServiceLevelCalls +
ServiceLevelAband)/ServiceLevelCallsOffered.
This field is applicable to both Unified ICM
and Unified CCE with the following
exception: the field is not incremented if an
agent answers the call on a standard ACD,
unless the call was translation routed.

ServiceLevelType Service Level Type used to calculate Service DBINT YES

level for the reporting interval.

ServiceLevelError Calls that ended in Error state within SL DBINT YES

threshold within the reporting interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
122
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
ServiceLevelRONA Calls that redirected on no answer within SL DBINT YES
threshold within the reporting interval.
Note: "Calls" may include voice calls and
nonvoice tasks from third-party multichannel
applications that use the Task Routing APIs.

ShortCalls The total number of calls to the route that were DBINT YES
too short to be considered abandoned during
the reporting interval. A call is determined to
be a short call if it is abandoned before the
Abandoned Call Wait Time expired. Short calls
are not considered abandoned, nor are they
accounted for in any of the Unified ICM
abandoned calls calculations. This field is
applicable to Unified ICM, Unified CCE, and
Outbound Option.

TalkTime The total talk time in seconds for calls of this DBINT YES
call type that were handled during the reporting
interval. This field is applicable to both Unified
ICM and Unified CCEwith the following
exception: the field is not incremented if an
agent answers the call on a standard ACD,
unless the call was translation routed.

TimeZone The Central Controller’s time zone for the date DBINT PK3, NOT
and time. The value is the offset in minutes NULL
from UTC(formerly GMT).The value is
negative for time zones to the east of UTC and
positive for time zones to the west of UTC.

TotalCallsAband The total number of calls abandoned while in DBINT YES

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
123
 All Tables
Call_Type_Interval

Name Description Data Type Keys and

NULL Option
VruUnhandledCalls Count of calls marked as Offered to VRU but DBINT YES
not handled in the reporting interval. This field
is incremented only if the call's routing script
sets the VRUProgress script variable to a certain
value.

VruHandledCalls Count of the VRU calls marked as handled at DBINT YES

VRU in the reporting interval. This field is
incremented only if the call's routing script sets
the VRUProgress script variable to a certain
value.

VruAssistedCalls Count of the VRU handled calls marked as DBINT YES

routed to agents in the reporting interval. This
field is incremented only if the calls routing
script sets the VRUProgress script variable to
a certain value.

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

VruScriptedXferredCalls Count of the VRU calls marked as routed to DBINT YES

agents because of normal script procedure in
the reporting period. This field is incremented
only if the call's routing script sets the
VRUProgress script variable to a certain value.

VruForcedXferredCalls Count of the VRU calls marked as routed to DBINT YES

agents because of caller difficulties in the
reporting period. This field is incremented only
if the call's routing script sets the VRUProgress
script variable to a certain value.

VruOtherCalls Count of VRU calls marked with any DBINT YES

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
124
 All Tables
Call_Type_Map

Name Description Data Type Keys and

NULL Option
VRUTime The total time that all calls spent at the VRU in DBINT YES
the reporting interval. This is the total VRU
time, whether the call was queued or not.
Note In a NAM/CICM deployment (VRU
at NAM), this value is updated for
calls that the CICM sends to the
VRU. Calls that the NAM itself
sends to the VRU update the call
type metrics in the NAM.
Note In a NAM/CICM deployment
(VRU1 at NAM and VRU2 at
CICM), this value is updated for
calls that the CICM sends to VRU1.
Calls that the NAM Router itself
sends to VRU1 update the call type
metrics in the NAM. Service data
for VRU2 is stored in the CICM
database.

Call_Type_Map
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
It maps call types to scheduled scripts. Use the Script Schedule facility of the Script Editor to add, update,
and delete Call_Type_Map records.
Related Tables
Call_Type, on page 108 (via CallTypeID)
Master_Script, on page 294 (via MasterScriptID)

Table 84: Indexes for Call_Type_Map Table

index_name index_description index_keys

XIE1Call_Type_Map nonclustered located on PRIMARY MasterScriptID

XPK_Call_Type_Map clustered, unique, primary key located CallTypeID, Item

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
125
 All Tables
Call_Type_SG_Interval

Table 85: Fields in Call_Type_Map Table

Name Description Data Type Keys and

NULL
Option
CallTypeID Foreign key from the Call Type table. CallTypeID DBINT PK, FK
and Item together form a unique key. NOT
NULL
Description Additional information about the association of this DESCRIPTION NULL
script to this call type.

Item The position of this schedule entry within the list of DBINT PK NOT
entries for this call type. NULL

MasterScriptID Foreign key from the Master Script table. DBINT FK, IE-1
NOT
NULL
ScriptSchedule A script schedule entry in an internal format used varchar(64) NOT
by the Script Editor. NULL

Call_Type_SG_Interval
This section describes the Call Type Skill Group Interval table.

Note • In the Call Type Skill Group Interval table, the Hold time is calculated based on the call event.
• In a Cisco Contact Center Gateway deployment, a Unified ICM (parent) connected with a Unified
CCE with a Unified CCE System PG (child) or Cisco Unified Contact Center Express (child)
through a Unified CCE Gateway PG, network queuing data is not available in the child or in the
child agent or supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager, who would normally only look at the Unified
CCE child reports, must also look at the parent Unified ICM reports for network queuing data.
• With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which
calls are translation-routed, the measurement of Service Level begins when the call arrives at the
routing script, or when its call type is changed. This means that if self-service is performed on a
call before the call is queued to an agent, the routing script must change the call type of the call
when self-service is completed. Otherwise, the time spent in self-service negatively impacts the
Service Level.

Note When creating the Agent name, you must remove spaces or hyphens from both the first and last name
of the person in the child's person record. If the parent is set for auto-configuration on the agent names
and a child agent is created with a space or a hyphen in the first or last name, the parent does not create
the agent name.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
126
 All Tables
Call_Type_SG_Interval

Table 86: Fields in Call_Type_SG_Interval Table

Name Description Data Type Keys and NULL

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

AbandInterval2 Number of calls abandoned within interval 2. See AbandInterval1. DBINT YES

AbandInterval3 Number of calls abandoned within interval 3. See AbandInterval1. DBINT YES

AbandInterval4 Number of calls abandoned within interval 4. See AbandInterval1. DBINT YES

AbandInterval5 Number of calls abandoned within interval 5. See AbandInterval1. DBINT YES

AbandInterval6 Number of calls abandoned within interval 6. See AbandInterval1. DBINT YES

AbandInterval7 Number of calls abandoned within interval 7. See AbandInterval1. DBINT YES

AbandInterval8 Number of calls abandoned within interval 8. See AbandInterval1. DBINT YES

AbandInterval9 Number of calls abandoned within interval 9. See AbandInterval1. DBINT YES

AbandInterval10 Number of calls abandoned within interval 10. See AbandInterval1. DBINT YES

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

AnsInterval2 Number of calls answered within interval 2. See AnsInterval1. DBINT YES

AnsInterval3 Number of calls answered within interval 3. See AnsInterval1. DBINT YES

AnsInterval4 Number of calls answered within interval 4. See AnsInterval1. DBINT YES

AnsInterval5 Number of calls answered within interval 5. See AnsInterval1. DBINT YES

AnsInterval6 Number of calls answered within interval 6. See AnsInterval1. DBINT YES

AnsInterval7 Number of calls answered within interval 7. See AnsInterval1. DBINT YES

AnsInterval8 Number of calls answered within interval 8. See AnsInterval1. DBINT YES

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
127
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
AnsInterval9 Number of calls answered within interval 9. See AnsInterval1. DBINT YES

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

AttributeID1 Attribute 1 associated with the Precision Queue. DBINT NULL

AttributeID2 Attribute 2 associated with the Precision Queue. DBINT NULL

AttributeID3 Attribute 3 associated with the Precision Queue. DBINT NULL

AttributeID4 Attribute 4 associated with the Precision Queue. DBINT NULL

AttributeID5 Attribute 5 associated with the Precision Queue. DBINT NULL

AttributeID6 Attribute 6 associated with the Precision Queue. DBINT NULL

AttributeID7 Attribute 7 associated with the Precision Queue. DBINT NULL

AttributeID8 Attribute 8 associated with the Precision Queue. DBINT NULL

AttributeID9 Attribute 9 associated with the Precision Queue. DBINT NULL

AttributeID10 Attribute 10 associated with the Precision Queue. DBINT NULL

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

This field is applicable to both Unified ICM and Unified CCE with
the following exception: the field is not incremented if an agent on
a standard ACD answers the call, unless the call was translation
routed.
Note With the existence of a network VRU, for Unified ICM
and Unified CCE systems in which calls are
translation-routed, the measurement of Answer Wait Time
for a call begins when the call is queued.

AvgRouterDelayQ Average delay in queue (in seconds) for calls removed from the DBINT YES
Router queue during the reporting interval. RouterQueueWaitTime
/ RouterQueueCalls

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
128
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
AgentErrorCount During the reporting interval, calls associated with this skill group DBINT YES
that encounter an error when the call is at the agent desktop. These
are calls that receive a TCD with CallDispositionFlag value 4. Agent
errors are counted in AgentErrorCount, and routing errors are counted
in ErrorCount. Total Error count = ErrorCount + AgentErrorCoun.

BucketIntervalID The ID of Bucket Intervals from the Bucket_Interval table used to DBINT YES
generate the following AnsInterval and AbandInterval fields in this
record. The Bucket Intervals ID is taken from the corresponding
Call Type configuration.

CallTypeID Identifies the call type. DBINT PK2, NOT null

CallDelayAbandTime The total time spent by calls of this call type associated with this DBINT YES
skill group that abandoned in the reporting interval. This time begins
when the call reaches the Router and ends when the call disconnects.
Does not include short calls.
Note This time is not reset if the CallType changes. To
determine the time that abandoned calls spend in the script
before abandoning, subtract DelayQAbandTime and
DelayAgentAbandTime from CallDelayAbandTime.

CallsAnswered The total number of calls of this call type associated with this skill DBINT YES
group that was answered or work accepted by agents in the reporting
interval. This field is applicable to both Unified ICM and Unified
CCE with the following exception: the field is not incremented if
an agent on a standard ACD answers the call, unless the call was
translation routed.
Note With the existence of a network VRU, for Unified CCE
and for Unified ICM systems in which calls are
translation-routed, the measurement of Answer Wait Time
for a call begins when the call is queued.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
129
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

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

A handled call or task is completed when the agent associated with

the call or task finishes the wrap-up work associated with the call
or task. This field is applicable to both Unified ICM and Unified
CCE with the following exception: the field is not incremented if
an agent on a standard ACD answers the call, unless the call was
translation routed.

CallsReportAgainstOther Calls that were counted as CallsOfferedRouted but reported against DBINT YES
another skill group.
Note The call is counted in the Skill Group where it is reported
depending on the call disposition flag. For example, if
the call disposition flag is 1, the field
CallsHandledNotRouted is incremented in the actual skill
group that the call was handled.
In some other scenarios, this field can be incremented where the
SkillGroupSkillTargetID is not provided and none of the call
dispositions are used to categorize where the call is going.

CallsQHandled Number of calls associated with this skill group that was handled in DBINT YES
the reporting interval that were queued in the Router at any time
during the life of the call. This field is applicable to both Unified
ICM and Unified CCE with the following exception: the field is not
incremented if an agent on a standard ACD answers the call, unless
the call was translation routed.

CallsRONA Number of calls associated with this skill group that was that have DBINT YES
been Redirected On No Answer in the reporting interval. This does
not include calls that are rerouted using the router requery feature.
This is for calls with CallDispositionFlag of 5 in TCD. This field is
applicable to both Unified ICM and Unified CCE with the following
exception: the field is not incremented if an agent on a standard ACD
answers the call, unless the call was translation routed.
Note: "Calls" may include voice calls and nonvoice tasks from
third-party multichannel applications that use the Task Routing APIs.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
130
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
CallsRequeried During the reporting interval, the number of router requery events DBINT YES
for this call type associated with this skill group. A call may be
requeried several times and counted as such. For example, if there
are 10 calls offered and each is requeried twice, CallsRequeried is
20.

CallsRoutedNonAgent Number of Calls associated with this skill group that was routed in DBINT YES
the reporting interval without translation route in TDM environment.
The TCD that the peripheral creates does not have any call type
associated to it.

CallsHandledNotRouted Calls associated with this skill group that were handled but is not DBINT YES
the skill group that was originally routed. Note: The field
CallsReportAgainstOther is incremented in the skill group that the
call was routed.

CallsOfferedRouted The number of calls associated with this skill group that the Central DBINT YES
Controller routed. This field is incremented for calls sent to skill
group or service and it is incremented in the following ways:
Skill Group: The Router increments this field when the call is routed
or queued to a skill group.
Service: The Router increments this field using the agent real time
data when the call is answered, or using TCD when the agent
abandons the call.

CallsOfferedNotRouted Calls offered to a skill group that the Router did not route. It happens DBINT YES
in TDM and PG Gateway deployments where the ACD routes the
call to a Skill Group different from the original routed Skill Group.

CallsOnHold The number of calls placed on hold at least once for the call type DBINT YES
associated with the skill group during the reporting interval.

DateTime The Central Controller date and time at the start of the interval when DBSMALLDATE PK1, NOT
the row was generated. NULL

DbDateTime The current date and time stamp when the records are written to the DBDATETIME IE1, YES
HDS database. The logger database has NULL for this column.

DelayAgentAbandTime For the reporting interval, the total time spent by all calls for this DBINT YES
call type associated with this skill group that abandoned at the agent's
desktop before being answered. This time is not reset if the CallType
changes. Does not include short calls.

DelayQAbandTime The total time spend by all calls associated with this skill group for DBINT YES
this call type that abandoned while in the queue, for this reporting
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
131
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
ErrorCount During the reporting interval, the number of calls associated with DBINT YES
this skill group that resulted in an error condition.
A few examples of error condition are:
• CCE Script execution is unable to find a target for the call due
to any scripting or configuration error.
• The system is unable to route the call to the identified Agent
for any error in the network or device.
• Calls with mis-configured labels do not use default routing; for
example, when a route has not been defined.

Translation-routed calls are abandoned while en route to destination

target. Calls with mis-configured labels do not use default routing;
for example, when a route has not been defined.
See Router Error Codes for the complete list of RouterError codes.

HandleTime The total handle time in seconds for handled calls of this call type DBINT YES
associated with this skill group ending during the reporting interval.
HandleTime is the sum of the fields TalkTime, HoldTime, and
WorkTime from the Termination_Call_Detail record. This field is
applicable to both Unified ICM and Unified CCE with the following
exception: it does not include the delay time for a call that was
abandoned after it was routed to a standard ACD, unless the call was
translation routed.

HoldTime The total hold time in seconds for calls of this call type associated DBINT YES
with this skill group ending during the reporting interval. This field
is applicable to both Unified ICM and Unified CCE with the
following exception: it does not include the delay time for a call that
was abandoned after it was routed to a standard ACD, unless the
call was translation routed.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
132
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

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

This field is applicable to both Unified ICM and Unified CCE with
the following exception: it does not include the delay time for a call
that was abandoned after it was routed to a standard ACD, unless
the call was translation routed.

MaxHoldTime The max hold time in seconds for calls of the call type associated DBINT YES
with the skill group during the reporting interval

MaxCallsQueued The maximum number of calls in queue for this call type during this DBINT NULL
interval.

MaxCallWaitTime The longest time a call has to wait before it is dispositioned DBINT NULL
(abandoned, answered, and so on) in this interval.

OverflowOut The number of calls overflowed to another call type during the DBINT YES
reporting interval. This field increments when a requalify or call
type node is executed in the script.

PickRequests The total number of pick requests successfully routed with this skill DBINT NULL
group by this call type in the reporting interval.

PullRequests The total number of pull requests successfully routed with this skill DBINT NULL
group by this call type in the reporting interval.

PickErrors Number of pick requests resulting in an error. DBINT NULL

PullErrors Number of pull requests resulting in an error. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
133
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
PrecisionQueueID With CallTypeID, it identifies call type association with Precision DBINT PK4, NULL
Queue. For Skill Group only call types, the value is NULL.

RecoveryKey Unique ID assigned to each record and used internally by the Unified DBFLT8 AK1, NOT
ICM/Unified CCE software to track the record. NULL

ReportingHalfHour The value indicates Half Hour boundary interval (0 to 47). Two 15 DBINT IE2, NULL
minute interval records have a unique half hour boundary value.
Note This field uses the CentralController UTC time and not
the local time to calculate the Half Hour index. Therefore,
based on the time zone, the Half Hour boundary interval
(0 to 47) may vary.

ReportingInterval This value indicates the period, in minutes, over which the router DBINT IE3, NULL
calculates the Call Type and Call Type Skill Group data. The valid
values are 30 (default) or 15.

ReservationCalls The number of times the Dialer reserved an agent for an agent DBINT NULL
campaign during this interval. This is a part of the equation for calls
completed to balance with CallsOffered.

RouterCallsAbandQ The number of calls to the call type associated with this skill group DBINT YES
that abandoned in the Router queue during the reporting interval.
Does not include short calls.
Note RouterCallsAbandQ does not include calls that were
abandoned in the VRU. This value can be derived from
TotalCallsAband - RouterCallsAbandQ -
RouterCallsAbandToAgent.

RouterCallsAbandToAgent The number of calls associated with this skill group that abandoned DBINT YES
at the agent desktop before being answered in the reporting interval.
Does not include short calls. Termination_Call_Detail records
generated by agent PG with a CallDispositionFlag of 2 are counted
as RouterCallsAbandToAgent.

RouterQueueWaitTime Number of seconds calls of this calltype associated with this skill DBINT YES
group spent in the Call Router queue during the reporting interval.
This count includes only calls that exited the queue during the
interval. Calls still in the queue at the end of the interval are not
counted.

RouterQueueCalls The number of tasks of the call type associated with this skill group DBINT YES
assigned from the queue to be routed in the reporting interval.

RouterCallsDequeued It is incremented when the call is removed from the queue. DBINT YES

Reserved1 Reserved for future use. DBINT YES

Reserved2 Reserved for future use. DBINT YES

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
134
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
Reserved3 Reserved for future use. DBINT YES

Reserved4 Reserved for future use. DBINT YES

Reserved5 Reserved for future use. DBFLT4 YES

RouterCallsAbandDequeued The number of calls associated with the skill group that were DBINT YES
abandoned and de-queued from this skill group. When a call is
queued to multiple skill groups and abandoned, the
RouterCallsAbandQ field is incremented for one skill group and
RouterCallsAbandDequeued is incremented for all the other skill
groups. The group that is charged with the abandon is the group to
which the call had been continuously queued to the longest at the
time of the abandon. Normally, this would be the first group the
script queued the call to, unless a more complicated dequeue, queue,
or requeue scenario changes the order.
The term "continuously queued" means that if a call is queued to a
group, later dequeued, and still later requeued, the earlier time in
queue is not used in determining which group the abandon is charged
against.
This field is applicable to Unified CCE environments and to Unified
ICM environments where calls are translation-routed to Skill Groups.

SkillGroupSkillTargetID Together with CallTypeID identifies call type association with skill DBINT PK3, NOT
group in this table. NULL

ShortCalls The total number of calls associated with this skill group to the route DBINT YES
that were too short to be considered abandoned during the reporting
interval. A call is determined to be a short call if it is abandoned
before the Abandoned Call Wait Time expired. Short calls are not
considered abandoned, nor are they accounted for in any of the
Unified ICM abandoned calls calculations. This field is applicable
to Unified ICM, Unified CCE, and Outbound Option.

ServiceLevelAband The total number of calls of this call type associated with this skill DBINT YES
group abandoned within the service level threshold during the
reporting interval. Valid for both Unified CCE and standard
ACDtargets that use translation routes.
For Call Type SG Interval, ServiceLevelAband is calculated from
when the call type changes to when the call is abandoned.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
135
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
ServiceLevelCalls The total number of calls of this call type associated with this skill DBINT YES
group answered within the service level threshold during the
reporting interval. This field is incremented when the PG sends the
answered event to the router within the service level threshold. Valid
for both Unified CCE and standard ACDtargets that use translation
routes.
For Call Type SG Interval, ServiceLevelCalls is calculated from
when the call type changes to when the call is answered.

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
136
 All Tables
Call_Type_SG_Interval

Name Description Data Type Keys and NULL

Option
ServiceLevel The service level for the call type associated with this skill group DBFLT4 YES
during the reporting interval. Service Level Type is configured in
the Unified ICM Configuration Manager using the Skill Group
explorer and PG explorer.
The router uses the Call Type ServiceLevel and ServiceLevelType
to calculate the Service level of the reporting interval.
ServiceLevel is calculated as follows depending on the service level
type:
1. IgnoreAbandCall: ServiceLevelCalls/(ServiceLevelCallsOffered-
RouterCallsDequeued - RouterCallsAbandDequeued
-ServiceLevelAband).
2. Abandoned Calls has Negative Impact:
ServiceLevelCalls/(ServiceLevelCallsOffered-
RouterCallsDequeued - RouterCallsAbandDequeued).
3. Abandoned Calls have Positive Impact: ServiceLevelCalls +
ServiceLevelAband/(ServiceLevelCallsOffered-
RouterCallsDequeued - RouterCallsAbandDequeued).

This field is applicable to both Unified ICM and Unified CCE with
the following exception: the field is not incremented if an agent on
a standard ACD answers the call, unless the call was translation
routed.

ServiceLevelError Calls associated with this skill group that ended in Error state within DBINT YES
SL threshold within the reporting interval.

ServiceLevelRONA Calls associated with this skill group that redirected on no answer DBINT YES
within SL threshold within the reporting interval.
Note: "Calls" may include voice calls and nonvoice tasks from
third-party multichannel applications that use the Task Routing APIs.

ServiceLevelType The router uses the Call Type ServiceLevel and ServiceLevelType DBINT YES
to calculate the Service level of the reporting interval.

ServiceLevelCallsDequeue The number of queued calls associated with this skill group that was DBINT YES
de-queued within the skill Service Level threshold in the reporting
interval. Calls may be de-queued by Cancel Queue node or de-queued
from this Skill Group to be routed to a different Skill Group.
Note This field is relevant to the Unified CCE environment
only. Note: With the existence of a network VRU, this
value includes time in the network queue.

TimeZone The Central Controller’s time zone for the date and time. The value DBINT PK4, NOT
is the offset in minutes from UTC(formerly GMT).The value is NULL
negative for time zones to the east of UTC and positive for time
zones to the west of UTC.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
137
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and NULL

Option
TalkTime The total talk time in seconds for calls of this call type associated DBINT YES
with this skill group that were handled during the reporting interval.
This field is applicable to both Unified ICM and Unified CCE with
the following exception: the field is not incremented if an agent on
a standard ACD answers the call, unless the call was translation
routed.

Call_Type_Real_Time
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Local database only.

Note • With the existence of a network VRU, for Unified CCE and for Unified ICM systems in which
calls are translation-routed, the measurement of Service Level begins when the call arrives at the
routing script, or when its call type is changed. This means that if self-service is performed on a
call before the call is queued to an agent, the routing script must be set up to change the call type
of the call when self-service is completed. Otherwise, the time spent in self-service will negatively
impact the Service Level.
• In a Cisco Contact Center Gateway deployment, when the Unified ICM (parent) is connected with
a Unified CCE, or a Unified CCE System PG (child), or a Cisco Unified Contact Center Express
(child) through the Unified CCE Gateway PG, the network queuing data is not available in the
child or in the child agent/supervisor desktop. The time spent in the network queue is not included
in the reporting metrics in the child. A call center manager would need to look at the parent Unified
ICM reports for network queuing data.

Provides real-time statistics for each call type defined in the software. The software generates a
Call_Type_Real_Time record for each call type.
Related Tables
Call_Type, on page 108 (via CallTypeID)
Master_Script, on page 294 (via MasterScriptID)
Script, on page 428 (via ScriptID)

Table 87: Indexes for Call_Type_Real_Time Table

index_name index_description index_keys

XPKCall_Type_Real_Time clustered, unique, primary key located CallTypeID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
138
 All Tables
Call_Type_Real_Time

Table 88: Fields in Call_Type_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AgentErrorCountHalf Within the current half-hour interval, the number of DBINT NULL
calls that encountered an error when the call is at
the agent desktop.

AgentErrorCountToday The number of calls that encounter an error when DBINT NULL
the call is at the agent desktop since midnight.

AnswerWaitTimeHalf The sum of answer wait time in seconds for all calls DBINT NULL
of this call type that were answered during the
current half-hour interval.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

AnswerWaitTimeTo5 The sum of answer wait time in seconds for all calls DBINT NULL
answered for this call type during the rolling
five-minute interval.

AnswerWaitTimeToday The sum of answer wait time in seconds for all calls DBINT NULL
of this call type answered since midnight.

AvgRouterDelayQHalf Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that have been removed
from the queue so far during the current half-hour
interval.

AvgRouterDelayQNow Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that are currently in
queue.

AvgRouterDelayQTo5 Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that were removed from
the queue during the rolling five- minute interval.

AvgRouterDelayQToday Average number of seconds spent in the CallRouter DBINT NULL

queue for calls of this type that were removed from
the queue since midnight.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
139
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
CallDelayAbandTimeHalf The time spent by all calls for this call type that DBINT NULL
abandoned before being answered during the current
half-hour interval.
To determine the time that abandoned calls spend
in the script before abandoning, subtract
DelayQAbandTimeHalf and
DelayAgentAbandTimeHalf from
CallDelayAbandTimeHalf.

CallDelayAbandTimeTo5 The time spent by all calls for this call type that DBINT NULL
abandoned before being answered within the rolling
5 minutes
To determine the time that abandoned calls spend
in the script before abandoning, subtract
DelayQAbandTimeTo5 and
DelayAgentAbandTimeTo5 from
CallDelayAbandTimeTo5.

CallDelayAbandTimeToday The time spent by all calls for this call type that DBINT NULL
abandoned before being answered since midnight.
To determine the time that abandoned calls spend
in the script before abandoning, subtract
DelayQAbandTimeToday and
DelayAgentAbandTimeToday from
CallDelayAbandTimeToday.

CallsAnsweredHalf The number of calls answered by an agent in the DBINT NULL

current half-hour interval.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

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

the rolling five-minute interval.

CallsAnsweredToday The number of calls answered by an agent since DBINT NULL

midnight.

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
140
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsAtVRUNow The number calls that are currently at the VRU. This DBINT NULL
includes calls that are in prompting at the VRU
(non-queued calls) and those in the queue.
Note In a NAM/CICM deployment (VRU at
NAM), this value is updated for calls that
the CICM sends to the VRU. Calls that
the NAM itself sends to the VRU update
the call type metrics in the NAM.
Note In a NAM/CICM deployment (VRU1 at
NAM and VRU2 at CICM), this value is
updated for calls that the CICM sends to
VRU1. Calls that the NAM Router itself
sends to VRU1 update the call type
metrics in the NAM. Service data for
VRU2 is stored in the CICM data base.

CallsHandledHalf The total number of calls of this call type handled DBINT NULL
in the current half-hour interval.
Termination_Call_Detail records generated by agent
PG with a CallDispositionFlag of 1 are counted as
CallHandled.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

CallsHandledTo5 The total number of calls of this call type handled DBINT NULL
during the rolling five-minute interval.

CallsHandledToday The total number of calls of this call type handled DBINT NULL
since midnight.

CallsLeftQTo5 The total number of calls of this call type that left DBINT NULL
the CallRouter queue during the rolling five-minute
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
141
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsOfferedHalf The total number of calls of this call type offered DBINT NULL
during the current half-hour interval.

CallsOfferedTo5 The number of calls of this call type offered during DBINT NULL
the rolling five-minute interval.

CallsOfferedToday The total number of calls of this call type offered to DBINT NULL
this call type since midnight.

CallsRONAHalf The number of calls that have been Redirected On DBINT NULL
No Answer in the current half-hour interval. This
does not include calls rerouted using the router
requery feature.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

CallsRONATo5 The number of calls that have been Redirected On DBINT NULL
No Answer in this in the rolling five-minute interval.
This does not include calls rerouted using the router
requery feature.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

CallsRONAToday The number of calls that have been Redirected On DBINT NULL
No Answer since midnight. This does not include
calls rerouted using the router requery feature.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

CallsRoutedNonAgentHalf For Cisco Unified Contact Center Express , the DBINT NULL
number of calls that executed a Label node or a
Divert Label node in their routing script in the
current half-hour interval.
For Unified ICM, the number of calls that executed
a Label node or a Divert Label node in their routing
script; or were routed to a standard ACD without
using a translation route in the half-hour interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
142
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsRoutedNonAgentTo5 For Cisco Unified Contact Center Express , the DBINT NULL
number of calls that executed a Label node or a
Divert Label node in their routing script in the rolling
five-minute interval.
For Unified ICM, the number of calls that executed
a Label node or a Divert Label node in their routing
script; or were routed to a standard ACD without
using a translation route in this five-minute interval.

CallsRoutedNonAgentToday For Cisco Unified Contact Center Express , the DBINT NULL
number of calls that executed a Label node or a
Divert Label node in their routing script since
midnight.
For Unified ICM, the number of calls that executed
a Label node or a Divert Label node in their routing
script; or were routed to a standard ACD without
using a translation route since midnight.

CallsRoutedToday Number of calls of this type that have been routed DBINT NULL
since midnight.

CallsRoutedToHalf Number of calls of this type that have been routed DBINT NULL
during the current half-hour interval.

CallTypeID Identifies the call type. DBINT PK, FK

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

CTDelayAbandTimeTo5 The total time spent by calls of this call type that DBINT NULL
abandoned calls within the rolling five-minute
interval.
This time begins when the call reaches the Router
or when the call changes CallTypes and ends when
the call disconnects.
This time is reset if the CallType changes.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
143
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
CTDelayAbandTimeToday The total time spent by calls of this call type that DBINT NULL
abandoned calls since midnight.
This time begins when the call reaches the Router
or when the call changes CallTypes and ends when
the call disconnects.
This time is reset if the CallType changes.

DateTime The Central Controller date and time at the start of DBDATETIME NOT
the interval when the row was generated. NULL

DelayAgentAbandTimeHalf For the current half-hour interval, the total time spent DBINT NULL
by all calls for this call type that abandoned at the
agent's desktop before being answered.
This time is not reset if the CallType changes.

DelayAgentAbandTimeTo5 For the rolling five-minute interval, the total time DBINT NULL
spent by all calls for this call type that abandoned at
the agent's desktop before being answered.
This time is not reset if the CallType changes.

DelayAgentAbandTimeToday For the half-hour interval, the total time spent by all DBINT NULL
calls for this call type that abandoned at the agent's
desktop before being answered.
This time is not reset if the CallType changes.

DelayQAbandTimeHalf The total time spend by all calls for this call type DBINT NULL
that abandoned while in the queue, during the current
half-hour interval.
This time is not reset if the CallType changes.

DelayQAbandTimeTo5 The total time spend by all calls for this call type DBINT NULL
that abandoned while in the queue, for this rolling
five-minute interval.
This time is not reset if the CallType changes.

DelayQAbandTimeToday The total time spend by all calls for this call type DBINT NULL
that abandoned while in the queue, since midnight.
This time is not reset if the CallType changes.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
144
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
ErrorCountToday Number of calls since midnight that resulted an error DBINT NULL
condition , such as when a routing scriptfailed to
find a target and there are no default routes defined.
This field increments when:
• Translation-routed calls are abandoned while
on route to destination target.
• Calls with misconfigured labels use default
routing. (In this case, the
ICRDefaultRoutedToHalf field also
increments.)
• Calls with misconfigured labels do not use
default routing (for instance, when a default
route has not been defined).

ErrorCountToHalf In the current half-hour interval, the number of calls DBINT NULL
that resulted in an error condition, such as when a
routing script fails to find a target and there is no
default route defined. This field increments when:
• Translation-routed calls are abandoned while
on route to destination target.
• Calls with misconfigured labels use default
routing. (In this case, the
ICRDefaultRoutedToHalf field also
increments.)
• Calls with misconfigured labels do not use
default routing (for instance, when a default
route has not been defined).

HandleTimeHalf The total handle time in seconds for all calls of this DBINT NULL
call type ending during the current half-hour interval.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

HandleTimeTo5 The total handle time in seconds for all calls of this DBINT NULL
call type ending during the rolling five-minute
interval.

HandleTimeToday The total handle time in seconds for all calls of this DBINT NULL
call type ending since midnight.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
145
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
HoldTimeHalf The total hold time in seconds for calls of this call DBINT NULL
type ending during the current half-hour interval.
This field is applicable to bothUnified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

HoldTimeTo5 The total hold time in seconds for calls of this call DBINT NULL
type ending during the rolling five-minute interval.

HoldTimeToday The total hold time in seconds for calls of this call DBINT NULL
type ending since midnight.

ICRDefaultRoutedToday Number of calls that were routed to the default label DBINT NULL
since midnight.

ICRDefaultRoutedToHalf Number of calls that were routed to the default label DBINT NULL
during the current half-hour interval.

MasterScriptID The master script currently scheduled for the call DBINT NULL
type.

NetworkAnnouncementToday The number of calls routed with an announcement DBINT NULL

node since midnight. This node returns a label to the
network that specifies the announcement to be
played.

NetworkAnnouncementToHalf The number of calls routed with an announcement DBINT NULL

node during the current half-hour period. This node
returns a label to the network that specifies the
announcement to be played.

NetworkDefaultRoutedToday Number of calls that were routed to a Termination DBINT NULL

node that specifies "Use network default" since
midnight. This node returns a label to the network
telling it to apply its default treatment to the call.

NetworkDefaultRoutedToHalf Number of calls of this type for which the IXC used DBINT NULL
default routing during the current half-hour interval.

OverflowOutHalf The number of calls that overflowed to another call DBINT NULL
type during the current half-hour interval. This field
increments when a requalify or call type node is
executed in the script.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
146
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
OverflowOutTo5 The number of calls that overflowed to another call DBINT NULL
type during the rolling five-minute interval. This
field increments when a requalify or call type node
is executed in the script.

OverflowOutToday The number of calls that overflowed to another call DBINT NULL
type since midnight.This field increments when a
requalify or call type node is executed in the script.

ReturnBusyToday Number of calls of this type that were routed to the DBINT NULL
Busy target since midnight.

ReturnBusyToHalf Number of calls of this type that were routed to the DBINT NULL
Busy target during the current half-hour interval.

ReturnReleaseHalf Count of calls that executed a Release node in their DBINT NULL
routing script in the current half-hour interval.

ReturnReleaseToday Count of calls that executed a Release node in their DBINT NULL
routing script since midnight.

ReturnRingToday Number of calls of this type that were routed to the DBINT NULL
Ring target since midnight.

ReturnRingToHalf Number of calls of this type that the software routed DBINT NULL
to the Ring target during the current half-hour
interval.

RouterCallsAbandQHalf Number of calls of this type abandoned in the Router DBINT NULL
queue during the current half-hour interval.
This field is applicable to bothUnified ICM and
Unified CCEwith the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

RouterCallsAbandQTo5 Number of calls of this type abandoned in the Router DBINT NULL
queue during the rolling five-minute interval.

RouterCallsAbandQToday Number of calls of this type abandoned in the Router DBINT NULL
queue since midnight.

RouterCallsAbandToAgentHalf The number of calls that abandoned at the agent DBINT NULL
desktop before being answered in the current
half-hour interval.

RouterCallsAbandToAgentTo5 The number of calls that abandoned at the agent DBINT NULL
desktop before being answered within the rolling
five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
147
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
RouterCallsAbandToAgentToday The number of calls that abandoned at the agent DBINT NULL
desktop before being answered since midnight.

RouterCallsQNow Number of calls of this type currently in the DBINT NULL

CallRouter queue. This metric does not show calls
in queue at the local ACD.

RouterCallsQNowTime Total number of seconds spent in queue for all calls DBINT NULL
of this type currently in the CallRouter queue. This
metric does not show calls in queue at the local
ACD.

RouterLongestCallQ The time that the longest currently queued call for DBDATETIME NULL
this call type entered the CallRouter queue.
This field is applicable to bothUnified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

RouterQueueCallsHalf Number of calls of this type that left the CallRouter DBINT NULL
queue to be routed during the current half- hour
interval.

RouterQueueCallsTo5 Number of calls of this type that left the CallRouter DBINT NULL
queue to be routed during the rolling five-minute
interval.

RouterQueueCallsToday Number of calls of this type that left the CallRouter DBINT NULL
queue to be routed since midnight.

RouterQueueWaitTimeHalf Number of seconds calls of this type spent in the DBINT NULL
CallRouter queue during the current half-hour
interval.
Note This count includes only calls that exited
the queue during the interval. Calls still
in the queue at the end of the interval are
not counted.

RouterQueueWaitTimeTo5 Number of seconds calls of this type spent in the DBINT NULL
CallRouter queue during the rolling five-minute
interval.
Note This count includes only calls that exited
the queue during the interval. Calls still
in the queue at the end of the interval are
not counted.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
148
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
RouterQueueWaitTimeToday Number of seconds calls of this type spent in the DBINT NULL
CallRouter queue since midnight.
Note This count includes only calls that exited
the queue during the interval. Calls still
in the queue at the end of the interval are
not counted.

ScriptID The script currently scheduled for the call type. DBINT NULL

ShortCallsToHalf The total number of calls to the route that were DBINT NULL
tooshort to be considered abandoned during the
ShortCallsHalfhalf-hour interval. A call is
determined to be a shortcall if it is abandoned before
the Abandoned CallWait Time expired. Short calls
are not consideredabandoned, nor are they accounted
for in any ofthe Unified ICM abandoned calls
calculations.
This field is applicable to Unified ICM, UnifiedCCE,
and Outbound Option.

ShortCallsToday The total number of calls to the route that were too DBINT NULL
short to be considered abandoned after mid-night.
A call is determined to be a shortcall if it is
abandoned before the Abandoned CallWait Time
expired. Short calls are not considered abandoned,
nor are they accounted for in any of the Unified ICM
abandoned calls calculations.
This field is applicable to Unified ICM, UnifiedCCE,
and Outbound Option.

ServiceLevelAbandHalf The total number of calls of this call type abandoned DBINT NULL
within the service level threshold during the current
half-hour interval.
This field is applicable to both Unified ICM and
Unified CCEwith the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

ServiceLevelAbandTo5 The number of calls of this call type abandoned DBINT NULL
within the service level during the rolling
five-minute interval.

ServiceLevelAbandToday The number of calls of this call type abandoned DBINT NULL
within the service level since midnight.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
149
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsHalf The total number of calls of this call type answered DBINT NULL
within the service level threshold during the
half-hour interval.
This field is incremented when the PG sends the
answered event to the router within the service level
threshold.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

ServiceLevelCallsOfferedHalf The number of calls of this call type that had a DBINT NULL
service level event during the current half-hour
interval.
Calls are counted for service level purposes as soon
as it is determined how the call contributes to the
service level calculation. This determination is made
when either the service level timer passes, the call
is answered, or the caller abandons - whichever
occurs first.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

ServiceLevelCallsOfferedTo5 The number of calls of this call type that had service DBINT NULL
level events during the rolling five-minute interval.
Calls are counted for service level purposes as soon
as it is determined how the call contributes to the
service level calculation. This determination is made
when either the service level timer passes, the call
is answered, or the caller abandons - whichever
occurs first.

ServiceLevelCallsOfferedToday The number of calls of this call type that had service DBINT NULL
level events since midnight.
Calls are counted for service level purposes as soon
as it is determined how the call contributes to the
service level calculation. This determination is made
when either the service level timer passes, the call
is answered, or the caller abandons - whichever
occurs first.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
150
 All Tables
Call_Type_Real_Time

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsQHeld The number of calls of this call type that had been DBINT NULL
in queue longer than the service level threshold since
midnight.

ServiceLevelCallsTo5 The total number of calls of the call type handled DBINT NULL
within the service level during the rolling
five-minute interval.

ServiceLevelCallsToday The total number of calls of the call type handled DBINT NULL
within the service level since midnight.

ServiceLevelErrorHalf Calls that ended in Error state within SL threshold DBINT NULL
within the current half-hour interval.

ServiceLevelErrorToday Calls that ended in Error state within SL threshold DBINT NULL
since midnight.

ServiceLevelHalf The service level for this call type during the current DBFLT4 NULL
half-hour interval.
This field is applicable to both Unified ICM and
Unified CCE with the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

ServiceLevelTo5 The service level for this call type during the rolling DBFLT4 NULL
five-minute interval. This is derived from
ServiceLevelCallsTo5 and
ServiceLevelCallsOfferedTo5.

ServiceLevelToday The service level for this call type since midnight. DBFLT4 NULL
This is derived from ServiceLevelCallsToday and
ServiceLevelCallsOfferedToday.

ServiceLevelRONAHalf Calls that redirected on no answer within SL DBINT NULL

threshold within the current half-hour interval.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

ServiceLevelRONATo5 Calls that redirected on no answer within SL DBINT NULL

threshold within the rolling five-minute interval.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
151
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
ServiceLevelRONAToday Calls that redirected on no answer within SL DBINT NULL
threshold sicne midnight.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

TalkTimeHalf The total talk time in seconds for calls of this call DBINT NULL
type ending during the current half-hour interval.
This field is applicable to both Unified ICM and
Unified CCEwith the following exception: the field
is not incremented if the call is answered by an agent
on a standard ACD unless the call was translation
routed.

TalkTimeTo5 The total talk time in seconds for calls of this call DBINT NULL
type ending during the rolling five-minute interval.

TalkTimeToday A total of talk time in seconds for calls of this call DBINT NULL
type ending since midnight.

TotalCallsAbandHalf The total number of queued calls, non-queued calls, DBINT NULL
and calls that abandoned at the agent desktop in the
current half-hour interval.

TotalCallsAbandTo5 The total number of queued calls, non-queued calls, DBINT NULL
and calls that abandoned at the agent desktop in the
rolling five-minute interval.

TotalCallsAbandToday The total number of queued calls, non-queued calls, DBINT NULL
and calls that abandoned at the agent desktop since
midnight.

Campaign
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It contains a description of all the configured campaigns that an Outbound Option implementation may use.
There is a single row for every configured Outbound campaign.
Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify
Campaign table records.

Note If Outbound Option was not selected during setup, this table contains no data.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
152
 All Tables
Campaign

Related Tables
Campaign_Skill_Group, on page 180 (via CampaignID)
Campaign_Target_Sequence, on page 182 (via CampaignID)
Campaign_Query_Rule, on page 162 (via CampaignID)
Campaign_Half_Hour, on page 161 (via CampaignID)
Campaign_Query_Rule_Half_Hour, on page 165
Campaign_Query_Rule_Real_Time, on page 171 (via CampaignID)
Dialer_Detail, on page 220 (via CampaignID)
Dialer_Port_Real_Time, on page 233 (via CampaignID)
Dialer_Skill_Group_Real_Time, on page 242 (via CampaignID)

Table 89: Indexes for Campaign Table

index_name index_description index_keys

XAK1Campaign nonclustered, unique, unique key CampaignName

located on PRIMARY

XPKCampaign clustered, unique primary key located CampaignID

on PRIMARY

Table 90: Fields in Campaign Table

Name Description Data Type Keys and

NULL
Option
AMDTreatmentMode Indicates which of the following AMD modes are DBINT NOT
enabled for agent campaigns: NULL
1. Abandon Call.
2. Transfer to Agent.
3. Transfer to IVR Route Point.
4. IVR Mode Abandon call.
5. IVR Mode Transfer to IVR Route Point.

APIGenerated Identifies whether this campaign was created using DBCHAR NOT
the Outbound API: NULL
• Y = campaign created using the API.
• N = campaign created using the Outbound
Option Campaign tool in the ICM
Configuration Manager.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
153
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
AbandonCustomerCallback The number of minutes to wait before calling back DBINT NULL
a customer who abandoned the call.

AbandonEnabled Indicates whether the predictive algorithm must use DBCHAR NOT
AbandonPercent: NULL
• Y = Use abandon percent algorithm.
• N = Do not take abandoned calls into
consideration while calculating the predictive
algorithm.

AbandonPercent Used in the predictive algorithm to identify the upper DBFLT8 NOT
limit of abandon percentage allowed. NULL

AbandonedDialerCallback The number of minutes to wait before calling back DBINT NULL
a customer who was abandoned by the dialer.

AnswerDetectEnabled Valid options are: DBCHAR NOT

NULL
• Y = Answering machine detection is enabled.
• N = Answering machine detection is disabled.

AnsweringMachineCallback The number of minutes to wait before calling back DBINT NULL
a previously dialed number that was answered by
an answering machine.

BusyCallback The number of minutes to wait before attempting a DBINT NOT

callback to a number that was busy. NULL

BusyRetryEnabled Valid options are: DBCHAR NOT

NULL
• Y = A busy number must be retried.
• N = The next number in the list must be tried.

CPAAnalysisPeriod Number of milliseconds dialer will spend analyzing. DBINT NULL

Advanced configuration item.

CPAMaxTermToneAnalysis (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Maximum milliseconds the dialer analyzes an
answering machine voice message looking for a
termination tone. Advanced configuration item.

CPAMaxTimeAnalysis Max time allowed for analysis in milliseconds before DBINT NOT
identifying a problem analysis as dead air/ low NULL
volume. Default: 3000.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
154
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
CPAMinSilencePeriod Minimum silence period required to classify a call DBINT NOT
as voice detected. Default: 375. NULL

CPAMinimumValidSpeech Minimum number of milliseconds of voice required DBINT NOT

to qualify a call as voice detected. Default: 112. NULL

CallbackTimeLimit Maximum amount of time, in minutes, after a DBSMALLINT NOT

scheduled callback before giving up the callback NULL
attempt.

CampaignID A unique identifier for this campaign. This is the DBINT PK NOT
primary key for this table. NULL
This field is applicable to Outbound Option only.

CampaignName A customer-entered name for this campaign. VNAME32 AK-1 NOT

NULL
CampaignPurposeType Can be set to Agent Campaign or Xfer to IVR DBINT NOT
Campaign. NULL
• 1—Agent Campaign.
• 2—Xfer to IVR Campaign.

CancelRinging (THIS FIELD IS NOT CURRENTLY BEING DBINT NOT

USED. IT IS RESERVED FOR FUTURE USE.) NULL
Identifies behavior dialer takes for canceling ringing
calls. Default is 0, which means do not cancel
ringing calls.

CancelledCallRetryTime (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of minutes to wait to retry a cancelled call.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

CloseAbandonedToIVR (THIS FIELD IS NOT CURRENTLY BEING DBCHAR NOT

USED. IT IS RESERVED FOR FUTURE USE.) NULL
Indicates whether abandoned calls sent to IVR must
be considered closed or not.

ConfigParam Additional configuration parameters. Varchar(255) NULL

CustomerNotHomeCallback The number of minutes to wait before calling a DBINT NULL

customer back when the call was answered by the
wrong person.

DSTLocation Starting daily saving time. Default: 1 DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
155
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
DateTimeStamp Records the date and time when a record is added DBDATETIME NULL
or updated.

Deleted Valid options are: DBCHAR NOT

NULL
• Y = Yes
• N = No

DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.

Description A description of the campaign. DESCRIPTION NULL

DisableCPA Y = Disable IP Call Progress Analysis. (as in Release DBCHAR NOT

5.0). NULL
N = IP Call Progress Analysis enabled.
Default = N

Display Name VARCHAR NULL

EdgeDetectEnabled Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y= Voice detection must be done at the
beginning of the initial greeting sound.
• N= Enables a faster but less accurate
voice/answering machine detection.

EnableMediaTermination Indicates the dialer stops media streams for DBCHAR NOT
connected outbound calls in this campaign. Default NULL
is 'N' (disabled).

EnableRecordWaveFile Indicates whether the debug setting for Recording DBCHAR NOT
wave files must be enabled for connected outbound NULL
calls in this campaign. (Default 'N'). Will get
information from BA Options Table if not
configured here. Default is 'N' (disabled).

Enabled Indicates whether a campaign is currently active (Y) DBCHAR NOT

or not (N). NULL

EndDate Scheduled end of the campaign. Date to stop DBDATETIME NULL

campaign based on date.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
156
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
ExhaustedCallsEnabled Valid options are: DBCHAR NOT
NULL
• Y = Allow resetting the records that have
reached the maximum number of attempt.
• N = Do not allow the resetting of these records.

FutureUseFloat1 Reserved for future use DBFLT8 NULL

FutureUseFloat2 Reserved for future use DBFLT8 NULL

FutureUseFloat3 Reserved for future use DBFLT8 NULL

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

HomeEnabled Valid options are: DBCHAR NOT

NULL
• Y= Allow dialing to home numbers.
• N = Do not allow dialing to home numbers.

HomeEndHours Home phone numbers will not be dialed later than DBINT NOT
HomeEndHours:HomeEndMinutes. Hours are in NULL
24-hour format.

HomeEndMinutes Home phone numbers will not be dialed later than DBINT NOT
HomeEndHours:HomeEndMinutes. NULL

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

HomeStartMinutes Home phone numbers will be dialed no earlier than DBINT NOT
HomeStartHours:HomeStartMinutes. NULL

IPAMDEnabled Boolean to indicate that AMD is enabled on IP DBCHAR NOT

Dialers. A Y indicates enabled, an N is disabled. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
157
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
IPTerminatingBeepDetect Boolean to indicate that Terminating Tone Detection DBCHAR NOT
is enabled on IP Dialers. Can be used for Transfer NULL
to IVR campaigns and Agent campaigns.
A Y indicates enabled, an N indicates disabled. The
default value is N.

LeaveMessageEnabled Indicates whether the Unified ICM must leave DBCHAR NOT
automated messages on answering machines: NULL
• Y = Yes, leave automated messages on
answering machines.
• N = No, do not leave automated messages on
answering machines.

LinesPerAgent The fixed number of lines to use per agent. This DBFLT8 NOT
number need not be an integer. NULL

MaxAttempts The maximum number of attempts permitted per DBINT NOT

contact within the current campaign. NULL

MaxBusyAttempts The maximum number of times to retry a busy DBSMALLINT NOT

number before trying the next number in the list. NULL

MaximumLineAgent The maximum number of lines dialed per agent. This DBFLT8 NOT
number need not be an integer. NULL

MinimumCallDuration The number of seconds that a customer conversation DBSMALLINT NOT

must last before a call is considered complete. If the NULL
minimum call duration is not reached, the call will
be classified as busy and retried.

NoAnswerCallback The number of minutes to wait before attempting a DBINT NOT

callback to a number that was not answered. NULL

NoAnswerRingLimit The number of rings before considering a call as not DBINT NOT
answered. NULL

PersonalizedCallbackEnabled Valid options are: DBCHAR NOT

NULL
• Y = Personalized callback is enabled.
• N = Personalized callback is not enabled.

PredictiveCorrectionPace A correction is applied to the Lines per Agent when DBINT NULL
the attempted calls exceed
"PredictiveConnectionPace" calls. If Null, the Dialer
value takes precedence. Otherwise, this value takes
precedence. The default is NULL.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
158
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
PredictiveGain The PredictiveGain term controls the overall rate of DBFLT8 NULL
corrective adjustment for the Lines per Agent. This
is the multiplier for the Proportional corrective term
in the algorithm. If Null, the Dialer value takes
precedence. Otherwise, this value takes precedence.
The default is NULL.

PredictiveHistoricGain (THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The Historic Gain term calculates an extra correction
based on the last 5 measurement sets. As a default,
it must be set to half the PredictiveGain. It attempts
to correct for systematic undershooting or
overshooting over several correction cycles. If Null,
the Dialer value takes precedence. Otherwise, this
value takes precedence. The default is NULL.

PredictiveLowAbandonGain (THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Multiplier for the Proportional term when the
measured Abandoned Call Rate is less than the target
rate. This compensates for the fact that the upside
difference between the target and measured
Abandoned Call Rate can be much larger than the
downside difference. If Null, the Dialer value takes
precedence. Otherwise, this value takes precedence.
The default is NULL.

PrefixDigits Digits that must be prefixed to each customer Varchar(15) Null

number dialed from this campaign.
This feature is used to create a unique prefix that
can be used by Cisco Communication Manager's
Translation Pattern function to change the ANI that
customers see.

QuickDetectEnabled Valid options are: DBCHAR NOT

NULL
• Y = Voice/answering machine detection must
be done quickly rather than accurately.
• N = Voice/answering must be done accurately,
but not as quickly as with the quick detect
feature.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
159
 All Tables
Campaign

Name Description Data Type Keys and

NULL
Option
ReleaseCallbackEnabled Valid options are: DBCHAR NOT
NULL
• Y = A personalized callback must be sent to
another agent if the original agent is not
available.
• N = A personalized callback must not be sent
to another agent.

RescheduleCallbackMode Valid options include: DBSMALLINT NOT

NULL
• 1 = If a callback must be rescheduled for the
same time period the next day.
• 2 = If the callback will be rescheduled for the
next valid dialing period.
• 3 = If the callback will be abandoned (not
attempted again).

SPClosedRecordCount The number of customer close record requests to DBSMALLINT NOT

queue before calling a stored procedure for NULL
third-party processing.

SPClosedRecordEnabled Valid options are: DBCHAR NOT

NULL
• Y = Indicates that a stored procedure must be
called after a customer record has been closed.
This stored procedure resides in the Outbound
Option private database.
• N = This stored procedure must not be called.

StartDate Scheduled start of the campaign. Date to start DBDATETIME NULL

campaign based on date.

UseGMTFromRegionPrefix Boolean to indicate that customer GMT must be DBCHAR NOT

obtained from the Region Prefix table. Replaces the NULL
ImportAreaProcDisable registry setting. The default
is N.

WaitForBusyRetry Y= When a busy number has been reached wait until DBCHAR NOT
the busy retry timeout and call the busy number NULL
again instead of calling the next phone number in
the customers list. Note: if the Busy retry interval is
greater than 5 minutes the system will not wait.
N = Do not wait to retry a busy number, try the next
number in the list.
Default = N

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
160
 All Tables
Campaign_Half_Hour

Name Description Data Type Keys and

NULL
Option
WorkEnabled Valid options are: DBCHAR NOT
NULL
• Y = Allow dialing to work numbers.
• N = Do not allow dialing to work numbers.

WorkEndHours Work phone numbers will not be dialed later than DBINT NOT
WorkEndHours:WorkEndMinutes. Hours are in NULL
24-hour format.

WorkEndMinutes Work phone numbers will not be dialed later than DBINT NOT
WorkEndHours:WorkEndMinutes. NULL

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

WorkStartMinutes Work phone numbers will be dialed no earlier than DBINT NOT
WorkStartHours:WorkStartMinutes. NULL

TZDisplayName Displays the campaign time zone varchar (128) NULL

Campaign_Half_Hour

Note THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.

This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 588). For
information about database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It gets populated on central and HDS databases and provides historical reporting for campaign attributes.
Related Tables
Campaign, on page 152 (via CampaignID)

Table 91: Indexes for Campaign_Half_Hour Table

index_name index_description index_keys

XAK1Campaign_Half_Hour Nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XIE1Campaign_Half_Hour Nonclustered located on PRIMARY DbDateTime

XPKCampaign_Half_Hour Clustered, unique primary key located on CampaignID, DateTime, TimeZone

PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
161
 All Tables
Campaign_Query_Rule

Table 92: Fields in Campaign_Half_Hour Table

Name Description Data Type Keys and

NULL
Option
ActiveTimeToHalf Indicates how long in seconds the campaign has DBINT AK1 NULL
been configured to be active during the current half
hour.

CampaignID The unique identifier of the Campaign. DBINT PK, FK

NOT
NULL
DateTime The central controller date and time at the beginning DBSMALLDATE PK NOT
of the interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE1-Indexed
are written to the database. NULL

FutureUseInt1 Reserved for future use. DBINT NULL

FutureUseInt2 Reserved for future use. DBINT NULL

FutureUseInt3 Reserved for future use. DBINT NULL

FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

RecoveryKey Unique record identifier. DBFLT8 NOT

NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Campaign_Query_Rule
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It contains a set of associations between query rules and campaigns.

Note If Outbound Option was not selected during setup, this table will contain no data.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify
Campaign_Query_Rule records.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
162
 All Tables
Campaign_Query_Rule

Related Tables
Campaign, on page 152 (via CampaignID)
Query_Rule, on page 354 (via QueryRuleID)

Table 93: Indexes for Campaign_Query_Rule Table

index_name index_description index_keys

XPKCampaign_Query_Rule clustered, unique, primary key located CampaignID, QueryRuleID

on PRIMARY

Table 94: Fields in Campaign_Query_Rule Table

Name Description Data Type Keys and

NULL
Option
CampaignID The campaign to which this query rule belongs. This DBINT PK, FK
field is a foreign key from the Campaign table. NOT
NULL
This field is applicable to Outbound Option only.

Duration The amount of time (in minutes) to use the current DBINT NOT
query rule before going on to the next. NULL

DurationEnabled Indicates whether or not to use duration rate to move DBCHAR NOT
between query rules within this campaign: NULL
• Y = Use duration (time spent within a query
rule)
• N = Do not use duration

EndHours The contact will not be dialed past the DBINT NOT
EndHours:EndMinutes. Hours are in 24-hour format NULL
and are based on the Unified ICM Central Controller
time.

EndMinutes The contact will not be dialed past the DBINT NOT
EndHours:EndMinutes. Time is based on the Unified NULL
ICM Central Controller time.

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
163
 All Tables
Campaign_Query_Rule

Name Description Data Type Keys and

NULL
Option
FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

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

campaign considered as a threshold by the predictive NULL
algorithm. The percentage value is a whole number
between 0 and 100.

HitRateEnabled Indicates whether or not to use hit rate to move DBCHAR NOT
between query rules within this campaign: NULL
• Y = Use hit rate
• N = Do not use hit rate

ListOrder The order in which the query rules are to be used. DBINT NOT
NULL
Penetration The percentage of this query rule to be attempted DBINT NOT
before shifting to the next query rule within the NULL
current campaign. The percentage value is a whole
number between 0 and 100.

PenetrationEnabled Indicates whether or not to use penetration rate to DBCHAR NOT

move between query rules within this campaign: NULL
• Y = Use penetration rate
• N = Do not use penetration rate

QueryRuleEnabled Indicates whether the query rule is enabled or DBCHAR NOT

disabled within this campaign: NULL
• Y = Enabled
• N = Disabled

QueryRuleID The query rule belonging to the campaign identified DBINT PK, FK
by the CampaignID. This field is a foreign key from NOT
the Query Rule table. NULL
This field is applicable to Outbound Option only.

StartHours TThe contact will not be dialed earlier than the DBINT NOT
StartHours:StartMinutes. Hours are in 24-hour NULL
format and are based on the Unified ICM Central
Controller time.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
164
 All Tables
Campaign_Query_Rule_Half_Hour

Name Description Data Type Keys and

NULL
Option
StartMinutes TThe contact will not be dialed earlier than the DBINT NOT
StartHours:StartMinutes. Time is based on the NULL
Unified ICM Central Controller time.

Campaign_Query_Rule_Half_Hour
This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It gets populated on central and HDS databases. Each row in this table provides half-hour statistics on a
particular Campaign-Query Rule combination. The statistics reflect counters that are used in the Outbound
Option predictive dialing algorithm.
Related Tables
Campaign, on page 152 (via CampaignID)
Query_Rule, on page 354 (via QueryRuleID)

Table 95: Indexes for Campaign_Query_Rule_Half_Hour Table

index_name index_description index_keys

XAK1Campaign_Query_Rule_Half_Hour Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Campaign_Query_Rule_Half_Hour Nonclustered located on PRIMARY DbDateTime

XPKCampaign_Query_Rule_Half_Hour Clustered, unique, primary key located DateTime, CampaignID, QueryRuleID,

on PRIMARY TimeZone

Note The Campaign_Query_Rule_Interval Table populates with 30/15 minute reporting data, depending on
the Historical Reporting Interval setting for the peripheral gateway. However, the
Campaign_Query_Rule_Half_Hour Table does not populate this data.

Table 96: Fields in Campaign_Query_Rule_Half_Hour Table

Name Description Data Type Keys and

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
165
 All Tables
Campaign_Query_Rule_Half_Hour

Name Description Data Type Keys and

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

AgentClosedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that the agent closes (these customers will
not be dialed).

AgentRejectedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that the agent rejects.

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

detected an answering machine.

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

detected busy signal.

CallbackCountToHalf The total number of records scheduled for a callback. DBINT NULL

CampaignID The campaign to which this query rule belongs. DBINT PK, FK
NOT
This field is applicable to Outbound Option only.
NULL
CampaignOutOfNumbersToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
Indicates the number of times an active query rule
was used to retrieve numbers but failed to find any
valid ones for this timeframe in its dialing list.

CancelledDetectToHalf The number of calls in a half-hour period where the DBINT NULL
dialer cancelled a ringing customer call.

ContactsAttemptedToHalf The number of attested calls within a half-hour DBINT NULL

period.

CustomerAbandonDetectToHalf The number of calls in a half-hour period that were DBINT NULL
abandoned by the customer after they picked up the
telephone.

CustomerNotHomeCountToHalf The number of calls that were answered by the DBINT NULL
wrong party; the customer was not home.

DateTime The Unified ICM Central Controller date and time DBSMALLDATE PK NOT
at the start of the interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
are written to the HDS database. The logger database
has NULL for this column.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
166
 All Tables
Campaign_Query_Rule_Half_Hour

Name Description Data Type Keys and

NULL
Option
FaxDetectToHalf The number of calls in a half-hour period that DBINT NULL
detected a FAX machine.

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

LowNoiseVolumeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of calls where the voice energy was not
significant enough to count.

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

detected a network answering machine. Network
answering machine can be network-based IVR, or
network-based answering service.

NoAnswerDetectToHalf The number of calls in a half-hour period that were DBINT NULL
not answered.

NoDialToneDetectToHalf The number of calls in a half-hour period that did DBINT NULL
not receive a dial tone.

NoRingBackDetectToHalf The number of calls in the current half hour period DBINT NULL
that:
• Did not receive ringback tone.
• Were disconnected by the carrier or the network
while ringing.
• Were flagged with a data error or a no-value
call.

PersonalCallbackCountToHalf The number of calls where the customer requested DBINT NULL
a personal callback.

QueryRuleActiveTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Indicates how long the campaign was active during
this half hour.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
167
 All Tables
Campaign_Query_Rule_Interval

Name Description Data Type Keys and

NULL
Option
QueryRuleID The query rule belonging to the campaign identified DBINT PK, FK
by the CampaignID. NOT
NULL
This field is applicable to Outbound Option only.

RecoveryKey Unique identity that is assigned to each record and DBFLT8 AK-1 NOT
used internally by Unified CC Enterprise to track NULL
the record.

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

detected a network SIT tone.

TalkTimeToHalf The total number of seconds agents spent talking on DBINT NULL
the phone during the last half-hour.

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

VoiceDetectToHalf The total number of calls ending in an agent DBINT NULL

answering the call during the last half-hour.
Outbound Option: The number of calls in a
half-hour period that detected a live person.

WrapupTimeToHalf The total number of seconds agents spent in wrap-up DBINT NULL
mode during the last half-hour.

WrongNumberCountToHalf The number of calls where the customer's phone DBINT NULL
number was incorrect (the customer does not live
there).

Campaign_Query_Rule_Interval
This section describes the Campaign Query Rule Interval table.

Table 97: Fields in Campaign_Query_Rule_Interval Table

Name Description Data Type Keys and

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
168
 All Tables
Campaign_Query_Rule_Interval

Name Description Data Type Keys and

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

AgentClosedDetect The number of preview/callback calls in a reporting DBINT NULL

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

AgentRejectedDetect The number of preview/callback calls in a reporting DBINT NULL

interval period that the agent rejected.

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

that detected an answering machine.

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

that detected a busy signal.

CallbackCount The total number of records scheduled for a callback. DBINT NULL

CampaignID The campaign to which this query rule belongs. DBINT PK2, NOT
NULL
CampaignOutOfNumbers (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
Indicates how much time an active query rule was
asked to retrieve numbers but could not find any
valid ones for this timeframe in its dialing list.

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

where the dialer cancelled a ringing customer call.

ContactsAttempted The number of attempted calls within the reporting DBINT NULL
interval.

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

that the customer abandoned after they picked up
the phone.

CustomerNotHomeCount The number of calls that wrong parties answered; DBINT NULL
the customer was not home.

DateTime The Unified ICM Central Controller date and time DBSMALLDATE PK1, NOT
at the start of the interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE1, NULL
are written to the HDS database. The logger database
has NULL for this column.

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

that detected a FAX machine.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
169
 All Tables
Campaign_Query_Rule_Interval

Name Description Data Type Keys and

NULL
Option
FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

LowNoiseVolume (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of calls where the voice energy was not
significant enough to count.

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

that detected a network answering machine. A
network answering machine can be a network-based
IVR, or a network-based answering service.

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

that were not answered.

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

that did not receive a dial tone.

NoRingBackDetect The number of calls in the current reporting interval DBINT NULL
period that did not receive a ringback tone, that the
carrier or network did not disconnect while ringing,
or that were flagged with a data error or a no-value
call.

PersonalCallbackCount The number of calls where the customer requested DBINT NULL
a personal callback.

QueryRuleActiveTime (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Indicates how long the campaign was active during
this reporting interval.

QueryRuleID The query rule belonging to the campaign identified DBINT PK3, NOT
by the CampaignID. NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK1, NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT IE2, NULL
to 47). Two 15 minute interval records have a unique
half hour boundary value.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
170
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
ReportingInterval This value indicates the period, in minutes, over DBINT IE3, NULL
which the router calculates the Call Type and Call
Type Skill Group data. The only valid value is 30
(default).

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

that detected a network SIT tone.

TalkTime The total number of seconds agents spent talking on DBINT NULL
the phone during the last reporting interval.

TimeZone The Central Controller’s time zone for the date and DBINT PK4, NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

VoiceDetect The total number of calls ending in an agent DBINT NULL

answering the call during the last reporting interval.

WrapupTime The total number of seconds agents spent in wrap-up DBINT NULL
mode during the last reporting interval.

WrongNumberCount The number of calls where the customer's phone DBINT NULL
number was incorrect. (The customer did not live
there.)

Campaign_Query_Rule_Real_Time
This table is in the Blended Agent category (seeBlended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Local database only.
Each row provides real-time statistics on a particular Campaign-Query Rule combination. The statistics reflect
counters used in the Outbound Option predictive dialing algorithm.
The data in this table is reset nightly.
Exception: The following cumulative fields are not reset nightly:
• Closed Count
• TotalCount
• TotalVoiceCount

Related Tables
Campaign, on page 152 (via CampaignID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
171
 All Tables
Campaign_Query_Rule_Real_Time

Query_Rule, on page 354 (via QueryRuleID)

Table 98: Indexes for Campaign_Query_Rule_Real_Time Table

index_name index_description index_keys

XPKCampaign_Query_Rule_Real_Time clustered, unique, primary key located CampaignID, QueryRuleID

on PRIMARY

Table 99: Fields in Campaign_Query_Rule_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AbandonDetectCount The number of calls abandoned by the dialer. DBINT NULL

AbandonDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period where
the dialer abandoned a customer call.

AbandonDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period where the
dialer abandoned a customer call.

AbandonToIVRCount The number of calls that detected an answering DBINT NULL

machine.

AbandonToIVRTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that had
to be abandoned. However, instead of hanging-up
on a customer, the call was transferred to an IVR
which played a message to the customer.

AbandonToIVRToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that had
to be abandoned. However, instead of hanging-up
on a customer, the call was transferred to an IVR
which played a message to the customer.

AgentClosedCount The number of preview/callback calls that were DBINT NULL

closed by the agent (these customers will not be
dialed).

AgentClosedDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of preview/callback calls in a five
minute period that were closeded by the agent (these
customers will not be dialed).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
172
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
AgentClosedDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
The number of preview/callback calls in a half-hour
period that were closeded by the agent (these
customers will not be dialed).

AgentRejectedCount The number of preview/callback calls that were DBINT NULL

rejected by the agent.

AgentRejectedDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of preview/callback calls in a five
minute period that were rejected by the agent.

AgentRejectedDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of preview/callback calls in a half-hour
period that were rejected by the agent.

AnsweringMachineCount The number of calls that were abandoned by the DBINT NULL
dialer. However, instead of hanging-up on the
customer, the call was transferred to an IVR which
played a message to the customer.

AnsweringMachineDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that
detected an answering machine.

AnsweringMachineDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that
detected an answering machine.

AttemptedCount The number of attempted calls so far today. DBINT NULL

(CallBackCount + VoiceCount + BusyCount +
NoAnswerDetectCount + NoRingBackDetectCount
+ NoDialToneDetectCount + FaxDetectCount +
NetworkAnsMachineDetectCount +
AnsweringMachineCount + SITToneDetectCount
+ CancelledDetectCount + WrongNumberCount +
CustomerNotHomeCount + PersonalCallbackCount
+ AbandonDetectCount + AbandonToIVRCount +
CustomerAbandonDetectCount)

BusyCount The number of calls that detected a busy signal. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
173
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
BusyDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that
detected a busy signal.

BusyDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that
detected a busy signal.

CallBackCount The total number of records scheduled for a callback DBINT NULL
today.

CallbackCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total number of records scheduled for a callback
in a five minute period.

CallbackCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total number of records scheduled for a callback
in a half-hour period.

CampaignID The campaign to which this query rule belongs. DBINT PK, FK
NOT
This field is applicable to Outbound Option only.
NULL
CancelledDetectCount The number of calls where the dialer cancelled a DBINT NULL
ringing customer call.

CancelledDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period where
the dialer cancelled a ringing customer call.

CancelledDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period where the
dialer cancelled a ringing customer call.

ClosedCount Records customer calls closed for any reason other DBINT NULL
than reaching a live customer since the last overwrite
import.

ContactsAttemptedTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of attempted calls within a five minute
period.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
174
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
ContactsAttemptedToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
The number of attempted calls within a half-hour
period.

CustomerAbandonDetectCount The number of calls where the customer hung-up DBINT NULL
immediately after picking up the telephone.

CustomerAbandonDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that were
abandoned by the customer after they picked up the
telephone.

CustomerAbandonDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that were
abandoned by the customer after they picked up the
telephone.

CustomerNotHomeCount The number of calls that were answered by the DBINT NULL
wrong party because the customer was not home.

CustomerNotHomeCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that were
answered by the wrong party because the customer
was not home.

CustomerNotHomeCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that were
answered by the wrong party because the customer
was not home.

DateTime The Unified ICM Central Controller date and time DBDATETIME NOT
when this data was last updated. NULL

FaxDetectCount The number of calls that detected a FAX. DBINT NULL

FaxDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that
detected a FAX machine.

FaxDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that
detected a FAX machine.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
175
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

LowNoiseVolumeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of calls in a one day period where the voice
energy was not significant enough to count.

LowNoiseVolumeTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of calls in a five minute period where the
voice energy was not significant enough to count.

LowNoiseVolumeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of calls in a half-hour period where the
voice energy was not significant enough to count.

NetworkAnsMachineCount The number of calls that detected a network DBINT NULL

answering machine. A network answering machine
can be a network based IVR, or a network based
answering service.

NetworkAnsMachineDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that
detected a network answering machine. A network
answering machine can be a network based IVR, or
a network based answering service.

NetworkAnsMachineDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that
detected a network answering machine. A network
answering machine can be a network based IVR, or
a network based answering service.

NoAnswerDetectCount The number of calls that were not answered. DBINT NULL

NoAnswerDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that were
not answered.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
176
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
NoAnswerDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that were
not answered.

NoDialToneDetectCount The number of calls that did not detect a dial tone. DBINT NULL

NoDialToneDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that did
not receive a dial tone.

NoDialToneDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that did
not receive a dial tone.

NoRingBackDetectCount The number of calls in the current half hour period DBINT NULL
that did not receive a ring-back tone, that were
disconnected by the carrier or the network while
ringing, or that were flagged with a data error or a
no-value call.

NoRingBackDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that did
not receive a ring back tone.

NoRingBackDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that did
not receive a ring back tone.

PendingRecordsZone1 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of pending records which are eligible for
dialing now in zone 1.

PendingRecordsZone2 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of pending records which are eligible for
dialing now in zone 2.

PendingRetryRecordsZone1 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of campaign records that are pending retry
in Zone 1 that are dialable now. This is significant
since retries get higher priority and can reduce hit
rate and agent efficiency.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
177
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
PendingRetryRecordsZone2 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
Number of campaign records that are pending retry
in Zone 2 that are dialable now. This is significant
since retries get higher priority and can reduce hit
rate and agent efficiency.

PersonalCallbackCount The number of calls where the customer requested DBINT NULL
a personal call-back.

PersonalCallbackCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period where
the customer requested a personal callback.

PersonalCallbackCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period where the
customer requested a personal callback.

QueryRuleActive (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Indicates whether the current campaign is active or
not.

QueryRuleID The query rule belonging to the campaign identified DBINT PK, FK
by the CampaignID. NOT
NULL
This field is applicable to Outbound Option only.

SITToneDetectCount The number of calls that detected a Special DBINT NULL

Information Tone (SIT).

SITToneDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period that
detected a network SIT tone.

SITToneDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that
detected a network SIT tone.

TalkTimeCount The total number of seconds agents spent talking on DBINT NULL
the telephone since midnight.

TalkTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total number of seconds agents spent talking on
the phone during the last half-hour.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
178
 All Tables
Campaign_Query_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
TotalCount The total number of records available for the current DBINT NULL
campaign query rule since the last overwrite import.

TotalVoiceCount The number of live customers that have been reached DBINT NULL
since the last overwrite import.

VoiceCount The number of calls for the day that ended in DBINT NULL
successful customer contact.
Outbound Option: The number of calls that
detected a live person.

VoiceDetectTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total number of calls ending in an agent
answering the call during the last five minutes.
Outbound Option: The number of calls in a five
minute period that detected a live person.

VoiceDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE
USE.)The total number of calls ending in an agent
answering the call during the last half-hour.
Outbound Option: The number of calls in a
half-hour period that detected a live person.

WrapupTimeCount The number of seconds agents spent in wrap-up DBINT NULL

mode since midnight.

WrapupTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total number of seconds agents spent in wrap-up
mode during the last half-hour.

WrongNumberCount The number of calls where the customer phone DBINT NULL
number was incorrect (the customer did not live
there).

WrongNumberCountTo5 (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a five minute period where
the customer's phone number was incorrect (the
customer did not live there).

WrongNumberCountToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period where the
customer's phone number was incorrect (the
customer did not live there).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
179
 All Tables
Campaign_Skill_Group

Campaign_Skill_Group
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It contains the associations between campaigns and skill groups within the software.

Note If Outbound Option was not selected during setup, this table will contain no data.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify
Campaign_Skill_Group records.
Related Tables
Campaign, on page 152 (via CampaignID)
Skill_Group, on page 480 (SkillGroupID maps to Skill_Group.SkillTargetID)

Table 100: Indexes for Campaign_Skill_Group Table

index_name index_description index_keys

XPKTarget_Group clustered, unique, primary key located CampaignID, SkillTargetID

on PRIMARY

Table 101: Fields in Campaign_Skill_Group Table

Name Description Data Type Keys and

NULL
Option
AbandonedRoutePoint Abandoned Contacts are transferred to this route varchar(50) NULL
point, which points to an IVR.

AutoAnswerReservationCall This variable controls whether the dialer will use DBINT NULL
CTI Server to answer the reservation call and the
transfer call sent to the agent or allow the agent's
phone to answer the call on its own.
Possible values: 1: Auto answer on; 2: Auto-answer
off

CampaignID The campaign to which this target group belongs. DBINT PK, FK
Foreign key from the Campaign table. NOT
NULL
This field is applicable to Outbound Option only.

ConfigParam Additional configuration parameters. varchar(255) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
180
 All Tables
Campaign_Skill_Group

Name Description Data Type Keys and

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

DialingMode Dialing mode for this campaign: DBSMALLINT NULL

• 0 = eOutboundModeInbound
• 1 = eOutboundModePredictiveOnly
• 3 = eOutboundModePreviewOnly
• 5 = eOutboundModeProgressiveOnly
• 7 = eOutboundModePreviewDirectOnly

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

IVRPorts Number of ports supported by the IVR for the DBINT NOT
current skill group (3 digits). NULL

IVRRoutePoint Contacts are transferred to this route point, which varchar(50) NULL
points to an IVR.

OverflowAgents The number of agents per skill group to ignore DBINT NOT
during predictive dialer calculations. NULL

RecordsToCache The number of records that should be cached by the DBINT NOT
dialer for a specific campaign-skill group NULL
combination.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
181
 All Tables
Campaign_Target_Sequence

Name Description Data Type Keys and

NULL
Option
ReservationPercentage The percentage of agents to reserve within this skill DBINT NULL
group. The variable is only relevant in preview
mode. For all other modes, 100 percent of agents
are reserved.

SkillTargetID A unique key indicating the skill group with which DBINT PK, FK
this target group is associated. Foreign key to the NOT
Skill Group table. NULL

Campaign_Target_Sequence
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It contains the target type (home or work) and the sequence with which numbers are dialed within a campaign.

Note If Outbound Option was not selected during setup, this table will contain no data.

Related Tables
Campaign, on page 152 (via CampaignID)
Dialer_Detail, on page 220 (via Phone Index)

Table 102: Indexes for Campaign_Target_Sequence Table

index_name index_description index_keys

XPKCampaign_Target_Sequence clustered, unique, primary key located CampaignID, SequenceNumber

on PRIMARY

Table 103: Fields in Campaign_Target_Sequence Table

Name Description Data Type Keys and

NULL
Option
CampaignID The campaign to which this target sequence belongs. DBINT PK, FK
Foreign key from the Campaign table. NOT
NULL
This field is applicable to Outbound Option only.

ConfigParam Additional configuration parameters. varchar(255) NULL

FutureUseInt1 Reserved for future use DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
182
 All Tables
Cfg_Mngr_App_Snapshot_State

Name Description Data Type Keys and

NULL
Option
FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

PhoneIndex Indicates the phone number that should be used DBINT NOT
within the zone. NULL
This value can range from 0 through 9.
An index value of 0 represents the Phone1 in the
configuration tool.

SequenceNumber Part of the primary key. Indicates the sequence of DBINT PK NOT
the number to dial within a campaign. NULL

ZoneIndex Indicates the zone to which the configured phone DBINT NOT
number belongs: NULL
0 = Zone 1
1 = Zone 2

Cfg_Mngr_App_Snapshot_State
This table is part of the User Preferences group (see User Preferences, on page 614). To see database rules for
this table, see User Preferences Tables, on page 666.
This table defines a specific state of the Unified ICM Configuration Manager user interface that a user has
saved. Information from this table is used to reconstruct the state of the Unified ICM Configuration Manager
when the Administration & Data Server is restarted.
Related Table
Cfg_Mngr_User_Desktop_Snap, on page 185 (via DesktopSnapShotID)

Table 104: Indexes for Cfg_Mngr_App_Snapshot_State Table

index_name index_description index_keys

XPKCfg_Mngr_App_Snapshot_State clustered, unique, primary key located DesktopSnapShotID, ApplicationID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
183
 All Tables
Cfg_Mngr_Globals

Table 105: Fields in Cfg_Mngr_App_Snapshot_State Table

Name Description Data Type Keys and

NULL
Option
ApplicationID Identifies the application DBINT PK, NOT
NULL
ApplicationOpen Valid options include: DBCHAR NOT
NULL
• Y = Indicates that the application was open
when Configuration Manager was closed.
• N = The application was not open when
Configuration Manager was closed.

DesktopSnapShotID A unique identifier for the desktop snapshot. DBINT PK, FK

NOT
NULL
Filter1 ID for the first filter key of the application. DBINT NULL

Filter2 ID for the second filter key of the application. DBINT NULL

Filter3FieldName A field name used for the third filter criteria. VNAME32 NULL

Filter3FieldType A field type identifier used for text/numeric lookup. DBSMALLINT NULL

Filter3OptionSelection The selection type. DBSMALLINT NULL

Filter3Selection The selection value. varchar(255) NULL

POSX The application's X position on the desktop. DBSMALLINT NULL

POSY The application's Y position on the desktop. DBSMALLINT NULL

Cfg_Mngr_Globals
This table is part of the User Preferences group (see User Preferences, on page 614). To see database rules for
this table, see User Preferences Tables, on page 666.
This table contains a single record that stores version information about the menu system that Unified ICM
Configuration Manager is currently using.

Table 106: Indexes for Cfg_Mngr_Globals Table

index_name index_description index_keys

XPKCfg_Mngr_Globals clustered, unique, primary key located VersionID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
184
 All Tables
Cfg_Mngr_User_Desktop_Snap

Table 107: Fields in Cfg_Mngr_Globals Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

Version Stores version information about the menu system DBINT NOT
the Unified ICM Configuration Manager is currenlty NULL
using.

VersionID A unique identifier for the version. DBINT PK NOT

NULL

Cfg_Mngr_User_Desktop_Snap
This table is part of the User Preferences group (see User Preferences, on page 614). To see database rules for
this table, see User Preferences Tables, on page 666.
This table retains information on current Unified ICM Configuration Manager state for a particular user.
Related Table
Cfg_Mngr_App_Snapshot_State, on page 183 (via DesktopSnapShotID)

Table 108: Cfg_Mngr_User_Desktop_Snap Table

index_name index_description index_keys

XPKCfg_Mngr_User_Desktop_Snap clustered, unique, primary key located DesktopSnapShotID

on PRIMARY

Table 109: Fields in Cfg_Mngr_User_Desktop_Snap Table

Name Description Data Type Keys and

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
185
 All Tables
Cfg_Mngr_User_Desktop_Snap

Name Description Data Type Keys and

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

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

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

NULL
DesktopSnapShotName A name for the desktop snapshot. varchar(128) NOT
NULL
MenuID A unique identifier for the menu. DBINT FK NULL

OpenAppsOnLoad Determines whether tools should be reopened when DBCHAR NOT

a snapshot is loaded: NULL
• Y = Yes, reopen tool when snapshot is loaded.
• N = (Default) No, do not reopen tool.

SaveApplicationPositions Indicates whether or not the application should start DBCHAR NOT
in the screen position it was in when it was last run NULL
by the user:
• Y = Yes, start application is same position.
• N = (Default) No, start it in application's default
position.

SaveFilterData Deternimes whether or not filter settings should be DBCHAR NOT

saved for all tools: NULL
• Y = (Default) Yes, save filter settings.
• N = No, do not save filter settings.

UserSettingsID A foreign key to the Cfg_Mngr_User_Settings table. DBINT FK NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
186
 All Tables
Cfg_Mngr_User_Menu

Cfg_Mngr_User_Menu
This table is part of the User Preferences group (see User Preferences, on page 614). To see database rules for
this table, see User Preferences Tables, on page 666.
This table holds information that describes the default and custom menus in use for each user of Unified CCE
Configuration Manager.
Related Table
Cfg_Mngr_View, on page 188 (via MenuID)

Table 110: Indexes for Cfg_Mngr_User_Menu Table

index_name index_description index_keys

XPKCfg_Mngr_User_Menu clustered, unique, primary key located MenuID

on PRIMARY

Table 111: Fields in Cfg_Mngr_User_Menu Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DesktopSnapShotID Identifies the last desktop snapshot. DBINT NULL

MenuID A unique identifier for the menu. DBINT PK NOT

NULL
MenuName A name for the menu. VNAME32 NOT
NULL

Cfg_Mngr_User_Settings
This table is part of the User Preferences group (see User Preferences, on page 614). To see database rules for
this table, see User Preferences Tables, on page 666.
This table holds specific Unified CCE Configuration Manager settings for each user Unified CCE Configuration
Manager.
Related Tables
Cfg_Mngr_User_Desktop_Snap, on page 185 (via UserSettingsID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
187
 All Tables
Cfg_Mngr_View

Table 112: Indexes for Cfg_Mngr_User_Settings Table

index_name index_description index_keys

XAK1Cfg_Mngr_User_Settings nonclustered, unique, unique key LoginName

located on PRIMARY

XPKCfg_Mngr_User_Settings clustered, unique, primary key located UserSettingsID

on PRIMARY

Table 113: Fields in Cfg_Mngr_User_Settings Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

LastDesktopSnapShotID Identifier for the last desktop snapshot that the user DBINT NULL
had opened before closing the Unified ICM
Configuration Manager.

LoginName The unique login name of the user who owns these varchar(128) AK-1 NOT
settings. NULL

SaveSnapShotOnExit Indicates whether or not to save the current desktop DBCHAR NOT
snapshot settings when the Unified ICM NULL
Configuration Manager is closed:
• Y = Yes, save settings on exit (the default).
• N = No, do not save settings on exit.

UserSettingsID A unique identifier for the user settings. DBINT PK NOT

NULL

Cfg_Mngr_View
This table is part of the User Preferences group (see User Preferences, on page 614). To see database rules for
this table, see User Preferences Tables, on page 666.
This table holds the information necessary to produce the tree view structure for multiple default and custom
menus within the Unified ICM Configuration Manager. The Primary Key (PK) is nonclustered.
Related Tables
Cfg_Mngr_User_Menu, on page 187 (via MenuID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
188
 All Tables
Class_Access_Xref

Table 114: Indexes for Cfg_Mngr_View Table

index_name index_description index_keys

XIE1Cfg_Mngr_View nonclustered located on PRIMARY PeerNodeID

XIE2Cfg_Mngr_View nonclustered located on PRIMARY ChildNodeID

XPKCfg_Mngr_View nonclustered, unique, primary key NodeID, MenuID

located on PRIMARY

Table 115: Fields in Cfg_Mngr_View Table

Name Description Data Type Keys and

NULL
Option
ApplicationID Identifies the application. DBINT NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

ChildNodeID Identifies the child node in the tree view. DBINT IE-2 NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

MenuID A unique identifier for the menu. DBINT PK, FK

NOT
NULL
NodeID A unique identifier for the node in the tree view. DBINT PK NOT
NULL
PeerNodeID Identifies the peer node in the tree view. DBINT IE-1 NULL

Class_Access_Xref
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
It lists the access levels available for each class. The Primary Key (PK) is nonclustered.
Related Tables
Class_List, on page 190 (via ClassID)

Table 116: Indexes for Class_Access_Xref Table

index_name index_description index_keys

XAK1Class_Access_Xref clustered, unique, unique key located AccessLevel, ClassID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
189
 All Tables
Class_List

index_name index_description index_keys

XPKClass_Access_Xref nonclustered, unique, primary key ClassAccessXrefID

located on PRIMARY

Table 117: Fields in Class_Access_Xref Table

Name Description Data Type Keys and

NULL
Option
AccessLevel A supported access level for the class. To see values. DBINT AK-1 NOT
see Access Levels, on page 617. NULL

ClassAccessXrefID A unique identifier for the record. DBINT PK NOT

NULL
ClassID Identifies the class from the Class_List table. DBINT AK-1 NOT
NULL

Class_List
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
It lists the available classes. The contents of this table are set up when the software is installed and never
change.
Related Tables
Class_Security, on page 191 (via ClassID)
ClassID_To_ObjectType, on page 192 (via ClassID)

Table 118: Indexes for Class_List Table

index_name index_description index_keys

XAK1Class_List clustered, unique, unique key located Name

on PRIMARY

XPKSecurity_Class nonclustered, unique, primary key ClassID

located on PRIMARY

Table 119: Fields in Class_List Table

Name Description Data Type Keys and

NULL
Option
ClassID A unique identifier for the class. DBINT PK NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
190
 All Tables
Class_Security

Name Description Data Type Keys and

NULL
Option
Description Additional information about the class. DESCRIPTION NULL

Name The name of the class. varchar(30) AK-1 NOT

NULL

Class_Security
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
It lists the level of security each user or group has for a class.
Related Tables
Class_List, on page 190 (via ClassID)
User_Group, on page 571 (via UserGroupName)

Table 120: Indexes for Class_Security Table

index_name index_description index_keys

XPKClass_Security clustered, unique, primary key located ClassSecurityID

on PRIMARY

Table 121: Fields in Class_Security Table

Name Description Data Type Keys and

NULL
Option
AccessLevel The access level the user group has for the class. To DBINT NOT
see values. see Access Levels, on page 617. NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

ClassID Identifies the class from the Class_List table. DBINT NOT
NULL
ClassSecurityID A unique identifier for the record. DBINT PK NOT
NULL
DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

UserGroupName Identifies the user group. varchar(64) NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
191
 All Tables
ClassID_To_ObjectType

ClassID_To_ObjectType
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Maps each class to its component object types
Related Tables
Class_List, on page 190 (via ClassID)
Object_List, on page 313 (via ObjectType + ObjectID)

Table 122: Indexes for ClassID_To_ObjectType Table

index_name index_description index_keys

XIE1ClassID_To_ObjectType nonclustered located on PRIMARY ObjectType

XPKClassID_To_ObjectType clustered, unique, primary key located ClassID, ObjectType

on PRIMARY

Table 123: Fields in ClassID_To_ObjectType Table

Name Description Data Type Keys and

NULL
Option
ClassID Identifies the class from the Class_List table. DBINT PK, FK
NOT
NULL
ObjectID For Logical Interface Controller objects: DBINT NOT
NULL
• 2 = PG
• 3 = NIC

Note For all other object types, this field is 0.

ObjectType Identifies the type of the object. DBINT PK, FK,

IE-1 NOT
NULL

Configuration_Limit
This table defines safe outer boundaries for Unified ICM Configuration parameters. The default values set
for Configuration Limits are the maximum values that have been tested and confirmed by Cisco. Your system
deployment may require lower limits.
However, if you configure beyond the ConfigLimitID values and experience difficulties, we might require
you to change values to correspond to the defined limits before we can troubleshoot.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
192
 All Tables
Configuration_Limit

Table 124: Indexes for Configuration_Limit Table

index_name index_description index_keys

XPKConfiguration_Limit clustered, unique, primary key located ConfigLimitID

on PRIMARY

Table 125: Fields in Configuration_Limit Table

Name Description Data Type Keys and

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
193
 All Tables
Configuration_Limit

Name Description Data Type Keys and

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

ConfigLimitDefaultValue The default limitation value DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
194
 All Tables
Config_Message_Log

Name Description Data Type Keys and

NULL
Option
ConfigLimitCurrentValue The current limitation value DBINT NOT
NULL
DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

Description Description Description NULL

ChangeStamp Change Stamp ChangeStamp NOT

NULL

Config_Message_Log
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
It gets populated on central and local databases. The database system table is used to store configuration
messages.

Table 126: Indexes for Config_Message_Log Table

index_name index_description index_keys

XPKConfig_Message_Log Clustered, unique, primary key located RecoveryKey

on PRIMARY

Table 127: Fields in Config_Message_Log Table

Name Description Data Type Keys and

NULL
Option
ConfigMessage All configuration messages in a transaction. image NULL

DateTime The date and time when a set of messages was DBDATETIME NOT
logged. NULL

LogOperation The type of configuration change. Examples include VNAME32 NULL

"Add" and "Update".

RecoveryKey A value used internally by the software to track DBFLT8 PK NOT

virtual time. NULL

TableName The name of the table affected by the configuration VNAME32 NULL
change.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
195
 All Tables
Congestion Control

Congestion Control
This table is in the System category (see System, on page 612).
This table stores configuration information for congestion control.

Table 128: Indexes for Congestion Control Table

index_name index_description index_keys

XPKCongestion_Control clustered, unique, primary key located DeploymentID

on PRIMARY

Table 129: Fields in Congestion Control Table

Name Description Data Type Keys and

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
196
 All Tables
Congestion Control

Name Description Data Type Keys and

NULL
Option
CongestionTreatmentMode This field is to set the rejection treatment mode. DBINT NULL
Values for this field include the following:
• 0 - Use System Congestion Control: The call
treatment will be applied based on System
Congestion Control settings.
• 1 - Treat call with Dialed Number Default
Label: The calls to be rejected due to
congestion are treated with the default label of
the dialed number on which the new call
arrived.
• 2 - Treat call with Routing Client Default
Label: The calls to be rejected due to
congestion are treated with the default label of
the routing client which of the new call arrived.
• 3 - Treat call with System Default Label: The
calls to be rejected due to congestion are treated
with the system default label set in Congestion
Control settings.
• 4 - Terminate call with a Dialog Fail or
RouteEnd: Terminates the new call dialog with
a dialog failure.
• 5 - Treat call with a Release Message to the
Routing Client: Terminates the new call dialog
with a release message.

DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

DeploymentID Primary Key DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
197
 All Tables
Congestion Control

Name Description Data Type Keys and

NULL
Option
DeploymentType The ICM/CCE deployment type. DBINT NOT
NULL
Values for this field include the following:
• 0 - Not Specified
• 1 - NAM (Deprecated)
• 2 - Contact Director
• 3 - NAM Rogger (Deprecated)
• 4 - ICM Router/Logger
• 5 - UCCE: 8000 Agents Router/Logger
• 6 - UCCE: 12000 Agents Router/Logger
• 7 - Packaged CCE: 2000 Agents
• 8 - ICM Rogger
• 9 - UCCE: 4000 Agents Rogger
• 10 - Packaged CCE: Lab Mode
• 11 - HCS-CC: 2000 Agents
• 12 - HCS-CC: 500 Agents (Not Supported)
• 13 - UCCE: Progger (Lab Only)
• 14 - HCS-CC: 4000 Agents
• 15 - HCS-CC: 12000 Agents
• 16 - UCCE: 2000 Agents
• 17 - Packaged CCE: 4000 Agents
• 18 - Packaged CCE: 12000 Agents
• 19 - UCCE: 24000 Agents Router/Logger
• 20 - HCS-CC: 24000 Agents

LabelString Label string to treat the calls subjected to congestion VNAME32 NULL
control. This label will be responded when
congestion treatment is set to Treat call with
System Default Label (3).The label will be sent
only to the calls to be rejected.
Level1Abate Level 1 abatement DBINT NOT
NULL
Level2Abate Level 2 abatement DBINT NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
198
 All Tables
Contact_Share_Group

Name Description Data Type Keys and

NULL
Option
Level3Abate Level 3 abatement DBINT NOT
NULL
Level1Onset Level 1 onset DBINT NOT
NULL
Level2Onset Level 2 onset DBINT NOT
NULL
Level3Onset Level 3 onset DBINT NOT
NULL
Level1Reduction Level 1 call rate reduction DBINT NOT
NULL
Level2Reduction Level 2 call rate reduction DBINT NOT
NULL
Level3Reduction Level 3 call rate reduction DBINT NOT
NULL
UserOverride If yes, user defined CPS is used for congestion DBSMALLINT NOT
control. The user can enter the CPS limit. The limit NULL
will be the same in the Configuration Limits table.
WMAWeight Weight used for moving average algorithm to DBSMALLINT NOT
calculate CPS. NULL

Contact_Share_Group
This table defines contact share groups that apply to all contact share precision queues or skill groups.

Table 130: Indexes for Contact_Share_Group Table

index_name index_description index_keys

AK1Contact_Share_Group nonclustered, unique, unique key located on PRIMARY EnterpriseName

PKContact_Share_Group clustered, unique, primary key located on PRIMARY GroupID

Table 131: Contact_Share_Group Table

Name Description Data Type Keys and NULL Option

GroupID An identifier that has a unique DBINT PK NOT NULL

ID among all the contact share
queues.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
199
 All Tables
Contact_Share_Group_Member

Name Description Data Type Keys and NULL Option

RuleID Foreign key from contact share DBINT NOT NULL

rule table.

EnterpriseName The unique name of this contact VNAME32 AK NOT NULL

share group.

AccetQueueIf The contact share queue will be varchar(512) NULL

accepted IF the expression
evaluates to true.

Description Additional information about DESCRIPTION NULL

the group.

DateTimeStamp Records the data and time when DBDATETIME NULL

the record was added or
updated.

ChangeStamp Incremented when the record in CHANGESTAMP NOT NULL

the database is changed.

Contact_Share_Group_Member
This table maps contact share groups to contact share queues. Each contact share group contains one or more
contact share queues. Each contact share queue can be a member of one or more contact share groups.

Table 132: Indexes for Contact_Share_Group_Member Table

index_name index_description index_keys

XIE1Contact_Share_Group_Member nonclustered located on PRIMARY Group ID

XPKContact_Share_Group_Member clustered, unique, primary key located on GroupID, QueueID

PRIMARY

Table 133: Contact_Share_Group_Member Table

Name Description Data Type Keys and NULL Option

GroupID Foreign key from DBINT NOT NULL

Contact_Share_Group.

QueueID Foreign key from DBINT PK NOT NULL

Contact_Share_Queue.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
200
 All Tables
Contact_Share_Queue

Contact_Share_Queue
This table defines the queue that references a target queue (either precision queue or skill group). These exist
on the Unified CCE target systems.

Table 134: Indexes for Contact_Share_Queue Table

index_name index_description index_keys

XPKContact_Share_Queue clustered, unique, primary key located on QueueID

PRIMARY

Table 135: Contact_Share_Queue Table

Name Description Data Type Keys and NULL Option

QueueID An identifier that has a unique DBINT PK NOT NULL

ID among all the contact share
queues.

QueueName Name of the Queue that is VNAME32 NOT NULL

configured on the target United
CCE systems. The same as
EnterpriseName of the precision
queue or skill group.

TargetQueueID The unique ID (either DBINT NOT NULL

PrecisionQueueID or
SkillGroupID) from the target
United CCE systems.

QueueType Identifies the target queue as P char(1) NOT NULL

- Precision Queue, or S - Skill
Group.

Description Additional information about DESCRIPTION NULL

the group.

TargetInstanceID Target instance identifier. DBINT NULL

DateTimeStamp Records the data and time when DBDATETIME NULL

the record was added or
updated.

ChangeStamp Incremented when the record in CHANGESTAMP NOT NULL

the database is changed.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
201
 All Tables
Contact_Share_Rule

Contact_Share_Rule
This table defines rules to apply for all contact share precision queues or skill groups within a contact share
group.

Table 136: Indexes for Contact_Share_Rule Table

index_name index_description index_keys

XAK1Contact_Share_Rule nonclustered, unique, unique key located EnterpriseName

on PRIMARY

XPKContact_Share_Rule clustered, unique, primary key located on RuleID

PRIMARY

Table 137: Contact_Share_Rule Table

Name Description Data Type Keys and NULL Option

RuleID An identifier that has a unique DBINT PK NOT NULL

ID among all the contact share
rules.

EnterpriseName Name of the rule. VNAME32 AK NOT NULL

RuleExpression This is the rule expression that varchar(512) NULL

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

Description Additional information about DESCRIPTION NULL

the group.

DateTimeStamp Records the data and time when DBDATETIME NULL

the record was added or
updated.

ChangeStamp Incremented when the record in CHANGESTAMP NOT NULL

the database is changed.

Controller_Time
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
A database system table that stores the current time at the Unified ICM platform.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
202
 All Tables
Customer_Definition

Table 138: Fields in Controller_Time Table

Name Description Data Type Keys and

NULL
Option
NowTime The most recently reported time from the Central DBDATETIME NULL
Controller.

TimeZone The Central Controller’s time zone for the date and DBINT NULL
time. The value is the offset in minutes from
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TimeZoneName The name of the time zone. DESCRIPTION NULL

Customer_Definition
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row defines a customer associated with an Unified ICM instance. Use the Customer list tool to create,
update, or delete a customer definition.
Related Tables
Call_Type, on page 108 (via CustomerDefinitionID)
Customer_Options, on page 204 (via CustomerDefinitionID)
Feature_Control_Set, on page 255 (via via FeatureSetID)
ICR_Instance, on page 260 (via ICRInstanceID)
Label, on page 276 (via CustomerDefinitionID)
Master_Script, on page 294 (via CustomerDefinitionID)
Network_Vru, on page 308 (via NetworkTargetID)
Scheduled_Target, on page 426 (via CustomerDefinitionID)
User_Group, on page 571 (via CustomerDefinitionID)

Table 139: Indexes for Customer_Definition Table

index_name index_description index_keys

XAK1Customer_Definition nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIE1Customer_Definition nonclustered located on PRIMARY ICRInstanceID

XPKCustomer_Definition clustered, unique, primary key located CustomerDefinitionID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
203
 All Tables
Customer_Options

Table 140: Fields in Customer_Definition Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

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

NULL
DateTimeStamp Records the date and time when a record is added / DBDATETIME NULL
updated.

Description Additional information about the customer DESCRIPTION NULL

definition.

EnterpriseName An enterprise name for the customer. This name VNAME32 AK-1 NOT
must be unique among all customer definitions in NULL
the enterprise.

FeatureSetID Identifies a feature set from the Feature_Control_Set DBINT FK NULL

Table.

ICRInstanceID Identifies the instance associated with the customer. DBINT FK, IE-1
NOT
NULL
NetworkTargetID Identifies the Network VRU, if any, associated with DBINT FK, NULL
the customer.

Customer_Options
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row identifies options installed for a specific customer.
Related Table
Customer_Definition, on page 203 (via CustomerDefinitionID)

Table 141: Indexes for Customer_Options Table

index_name index_description index_keys

XPKCustomer_Options clustered, unique, primary key located CustomerDefinitionID, Type

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
204
 All Tables
Default_Call_Type

Table 142: Fields in Customer_Options Table

Name Description Data Type Keys and

NULL
Option
CustomerDefinitionID Identifies the customer definition associated with DBINT PK, FK
the row. NOT
NULL
OptionValue The option value. varchar(255) NULL

Type The customer option defined by the row. To see DBINT PK NOT
values, see Customer Options Type, on page 622. NULL

Default_Call_Type
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row specifies the default call type. You can associate a default call type with each routing client.

Note You can also create a general default call type in the ICR_Globals table.

To add, update, and delete Default_Call_Type records, use Unified ICM Configuration Manager to modify
the Routing Client configuration.
Related Tables
Call_Type, on page 108 (via CallTypeID)
Routing_Client, on page 403 (via RoutingClientID)

Table 143: Indexes for Default_Call_Type Table

index_name index_description index_keys

XPKDefault_Call_Type clustered, unique, primary key located RoutingClientID

on PRIMARY

Table 144: Fields in Default_Call_Type Table

Name Description Data Type Keys and

NULL
Option
CallTypeID The call type. DBINT NULL

RoutingClientID The routing client. DBSMALLINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
205
 All Tables
Department

Department
This table defines a Department that is used for departmental data hosting.
Each row specifies a user-configured Department. The following tables contain a department ID and can be
divided into departments.

Related Tables
• Agent, on page 16
• Agent_Desk_Settings, on page 20
• Admin_Script_Schedule_Map, on page 14
• Attribute, on page 90
• Bucket_Intervals, on page 98
• Bulk_Job, on page 99
• Call_Type, on page 108
• Campaign, on page 152
• Department _Member , on page 207
• Dialed_Number, on page 210
• Enterprise_Service, on page 247
• Enterprise_Skill_Group, on page 249
• Import_Rule, on page 267
• Master_Script, on page 294
• Network_Vru_Script, on page 310
• Person, on page 315
• Precision_Queue, on page 337
• Query_Rule, on page 354
• Route, on page 370
• Service, on page 439
• Skill_Group, on page 480
• User_Formula, on page 569

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
206
 All Tables
Department _Member

Table 145: Indexes in Department Table

index_name index_description index_keys

XPKDepartment Clustered, unique, primary key located on DepartmentID

PRIMARY

Table 146: Fields in Department Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Changestamp for the table. CHANGESTAMP NOT
NULL

CustomerDefinitionID Maps Customer to Department in a CCMP/CCDM DBINT NULL

deployment.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

DepartmentID A unique identifier that identifies a department in DBINT NOT

CCDM/CCMP deployment. NULL

Description Description for the Department. DESCRIPTION NULL

EnterpriseName Enterprise name of the Department. VARCHAR(32) NOT

NULL

Department _Member
This table associates the User Group ID with a Department.

Related Tables
• User_Group, on page 571
• Department, on page 206

Table 147: Indexes for Department_Member Table

index_name index_description index_keys

XPKUser_Group_Department PRIMARY Key UserGroupID, DepartmentID

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
207
 All Tables
Device_Target

Table 148: Fields in Department_Member Table

Name Description Data Type Keys and

NULL
Option
DepartmentID Foreign Key from the Department table. DBINT NOT
NULL

UserGroupID Foreign key from User_Group. The User_Group DBINT NOT

table is the parent table for changestamp purposes. NULL

Device_Target

Note Device_Target is deprecated. Use Agent_Targeting_Rule, on page 67 instead.

This table is in the Route, on page 598 category. To see database rules for these tables, see Route Tables, on
page 661.
Each row represents one or more enterprise agents. When an enterprise agents logs on, the system software
dynamically assigns him or her to a device target. To route calls to an enterprise agent, you must have defined
a label associated with the device target. Use Unified ICM Configuration Manager to create, delete, and modify
device targets.

Note To configure Unified CCE, use Agent Targeting Rules versus Device Targets. Based on configured
agent targeting rules, if an agent attempts to log into an extension to which the router cannot target a
call, the peripheral gateway rejects the login request and returns an error that includes why the log in
request failed. For call routing in system PGdeployments, configure the extension range in the Agent
Targeting Rules in Unified CCE. For table details, see Agent_Targeting_Rule, on page 67.

Related Tables
Agent_Logout, on page 35 (via NetworkTargetID)
Agent_Real_Time, on page 37 (via NetworkTargetID)
Network_Target, on page 302 (via NetworkTargetID)

Table 149: Indexes for Device_Target Table

index_name index_description index_keys

XAK1Device_Target nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XAK2Device_Target nonclustered, unique, unique key DeviceAddressType, GlobalAddress

located on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
208
 All Tables
Device_Target

index_name index_description index_keys

XPKDevice_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY

Table 150: Fields in Device_Target Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

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

initialization.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the device target. DESCRIPTION NULL

DeviceAddressType Type of address defined in the GlobalAddressfield: DBINT AK-2 NOT

1 = Internet Protocol (IP). NULL

DeviceTargetType The type of the target. DBINT NOT

NULL
Note Currently only Voice is supported.
• 1 = Voice
• 2 = FAX
• 3 = E- mail

EnterpriseName An enterprise name for the target. This name must VNAME32 AK-1 NOT
be unique among all device targets in the enterprise. NULL

GlobalAddress A unique identifier. This field is used to enforce varchar(64) AK-2 NOT
validation that the agent desktop and the agent phone NULL
are at the same IP address for media terminated agent
desktops, including Enterprise Agent. The decimal
format for an IP address is xxx.xxx.xxx.xxx. For
example, 128.127.50.224. If validating the IP address
of an agent desktop and agent phone is not the case,
then the global address can be set to any unique
string.

NetworkTargetID Unique identifier for the target. DBINT PK, FK

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
209
 All Tables
Dialed_Number

Dialed_Number
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row describes a dialed number serviced by the system software. Use Unified ICM Configuration Manager
to add, update, and delete Dialed_Number records.
Related Tables
Customer_Definition, on page 203 (via CustomerDefinitionID)
Dialed_Number_Label, on page 212 (via DialedNumberID)
Dialed_Number_Map, on page 212 (via DialedNumberID)
Dial_Number_Plan, on page 214 (via DialedNumberID)
Label, on page 276 (via LabelID)
Media_Routing_Domain, on page 297 (via MRDomainID)
Route_Call_Detail, on page 372(via DialedNumberID)
Routing_Client, on page 403 (via RoutingClientID)

Table 151: Indexes for Dialed_Number Table

index_name index_description index_keys

XAK1Dialed_Number nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XAK2Dialed_Number nonclustered, unique, unique key RoutingClientID, DialedNumberString

located on PRIMARY

XIE1Dialed_Number nonclustered located on PRIMARY LabelID

XIE2Dialed_Number nonclustered located on PRIMARY CustomerDefinitionID

XIE3Dialed_Number nonclustered located on PRIMARY DateTimeStamp

XPKDialed_Number clustered, unique, primary key located DialedNumberID

on PRIMARY

Table 152: Dialed_Number Table

Fields Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

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

the dialed number. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
210
 All Tables
Dialed_Number

Fields Description Data Type Keys and

NULL
Option
DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y= Yes
• N =No

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the dialed number. DESCRIPTION NULL

DialedNumberID A unique identifier for this dialed number. DBINT PK NOT

NULL
DialedNumberString The string the routing client passes to the system VNAME32 AK-2 NOT
software to represent this dialed number. NULL

EnterpriseName An enterprise name for the number. This name must VNAME32 AK-1 NOT
be unique among all dialed numbers in the database. NULL

LabelID References the default label for this dialed number. DBINT IE-1, FK
NULL
MRDomainID The Media Routing Domain associated with this DBINT FK NOT
dialed number. NULL

PCSPattern The Post Call Survey Dialed Number (DN) Pattern. varchar(512) Optional
This field may contain wildcard characters such as (NULL)
(!), (*), (>), and single digit matches like periods (.)
or X.
Note This field is not applicable for Unified
CCE.

PermitApplicationRouting Used to indicate if remote routing by a CTI client DBCHAR NOT

(ACMI) is permitted on this dialed number. NULL
Default = 'N'.

ReservedByIVR Used for queuing on the Simplified Unified CCE DBCHAR NOT
PG only. NULL
Stored as 'Y' or 'N'. Default = 'N'.

RingtoneName The custom ringtone media file name. varchar(256) Optional

(NULL)
Note This field is not applicable for Unified
CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
211
 All Tables
Dialed_Number_Label

Fields Description Data Type Keys and

NULL
Option
RoutingClientID References the routing client that services this dialed DBSMALLINT AK-2, FK
number. NOT
NULL

Dialed_Number_Label
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
It indicates which Label values are valid for each Dialed_Number value. Use Unified ICM Configuration
Manager to add, update, and delete Dialed_Number_Label records.
Related Tables
Dialed_Number, on page 210 (via DialedNumberID)
Label, on page 276 (via LabelID)

Table 153: Indexes for Dialed_Number_Label Table

index_name index_description index_keys

XIE1Dialed_Number_Label nonclustered located on PRIMARY LabelID

XPKDialed_Number_Label clustered, unique, primary key located DialedNumberID, LabelID

on PRIMARY

Table 154: Fields in Dialed_Number_Label Table

Name Description Data Type Keys and

NULL
Option
DialedNumberID Foreign key from the Dialed Number table. DBINT PK, FK
NOT
NULL
LabelID Foreign key from the Label table. DBINT PK, FK
NOT
NULL

Dialed_Number_Map
This table is part of the Script category (see Script, on page 602) category. For database rules, see Script Tables,
on page 663.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
212
 All Tables
Dialed_Number_Map

Describes the call qualifier values (dialed number, calling line ID, and caller-entered digits) associated with
each call type. Use the Call Type Directory dialog of the Script Editor to add, update, and delete
Dialed_Number_Map records.
Related Tables
Call_Type, on page 108 (via CallTypeID)
Dialed_Number, on page 210 (via DialedNumberID)
Region, on page 361 (via RegionID)

Table 155: Indexes for Dialed_Number_Map Table

index_name index_description index_keys

XIE1Dialed_Number_Map nonclustered located on PRIMARY CallTypeID, RegionID

XPKDialed_Number_Map clustered, unique, primary key located DialedNumberID, Item

on PRIMARY

Table 156: Fields in Dialed_Number_Map Table

Name Description Data Type Keys and

NULL
Option
ANIWildCard ANI value or region name. An ANI value can be a varchar(30) NULL
prefix of any length (the leading digits of the
telephone number) or a complete telephone number.

ANIWildCardType Indicates what type the ANIWildCard is. To see the DBSMALLINT NOT
list of values, see Dialed Number Map: NULL
ANIWildCardType, on page 623.

CallTypeID Foreign key from Call Type table. DBINT FK NOT

NULL
CEDWildCard Value to match against CED: varchar(30) NULL
• '_A' = All
• '_NR'= None Required
• '_NE' = None Entered
• '_N' = None Required or Entered

Description Additional information about the mapping of these DESCRIPTION NULL

call qualifiers to this call type.

DialedNumberID Foreign key from the Dialed Number table. DBINT PK, FK
DialedNumberID and Item together form an alternate NOT
key that is used by the system software to determine NULL
the order in which to match the wildcards.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
213
 All Tables
Dial_Number_Plan

Name Description Data Type Keys and

NULL
Option
Item The order in which the rows for a dialed number are DBINT PK NOT
tested against the call qualifiers. NULL

RegionID If ANIWildCardType is 4 (Region), this is the DBINT FK NULL

foreign key of the region from the Region table.

Dial_Number_Plan
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
Defines special dialing codes that allow enterprise agents to use the system software to place calls to services,
other agents, skill groups, enterprise skill groups, supervisors, the local public network, a long-distance
network, or to specific trunks. Use Unified ICM Configuration Manager to add, update, and delete
Dial_Number_Plan records.
Related Tables
Dialed_Number, on page 210 (via DialedNumberID)
Routing_Client, on page 403 (via RoutingClientID)

Table 157: Indexes for Dial_Number_Plan Table

index_name index_description index_keys

XAK1Dial_Number_Plan nonclustered, unique, unique key RoutingClientID, WildcardPattern

located on PRIMARY

XPKDial_Number_Plan clustered, unique, primary key located DialNumberPlanID

on PRIMARY

Table 158: Fields in Dial_Number_Plan Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated

Description Additional information about the dial number plan. DESCRIPTION NULL

DialedNumberID Identifies the dialed number associated with the dial DBINT FK NULL
number plan if PostRoute is Y, the dialed number
is used to determine a call type.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
214
 All Tables
Dialer

Name Description Data Type Keys and

NULL
Option
DialNumberPlanID A unique identifier for the plan. DBINT PK NOT
NULL
DialNumberPlanType The type of the plan. DBINT NULL

DialString The dial string if PostRoute setting is N. VNAME32 NULL

PostRoute Indicates whether to issue a Post-Routing request if DBCHAR NOT

the dialed number supplied by the agent matches the NULL
WildcardPattern:
• Y = Yes, issue a Post-Routing request.
• N = No, do not issue a Post-Routing request.

RoutingClientID Identifies the routing client associated with the dial DBSMALLINT AK-1, FK
number plan. NOT
NULL
WildcardPattern A string the system software compares to the dialed VNAME32 AK-1 NOT
number or dial string. The string can contain letters, NULL
digits, asterisks (*), and number signs (#). It can also
include the wildcard characters ? and !. The ?
character represents any single letter. The ! character
represents any string of characters and can appear
only at the end of the pattern.

Dialer
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Contains configuration information for each dialer. Use the Blended Agent Configuration option within
Unified ICM Configuration Manager to modify Dialer records.

Note If Outbound Option was not selected during setup, this table will contain no data.

Related Tables
Peripheral, on page 317 (via PeripheralID)
Dialer_Detail, on page 220 (via DialerID)
Dialer_Half_Hour, on page 226 (via DialerID)
Dialer_Port_Map, on page 232 (via DialerID)
Dialer_Port_Real_Time, on page 233 (via DialerID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
215
 All Tables
Dialer

Dialer_Skill_Group_Half_Hour, on page 238 (via DialerID)

Dialer_Skill_Group_Real_Time, on page 242 (via DialerID)

Table 159: Indexes for Dialer Table

index_name index_description index_keys

XAK1Dialer nonclustered, unique, unique key DialerName

located on PRIMARY

XAK2Dialer nonclustered, unique, unique key ComputerName

located on PRIMARY

XPKDialer clustered, unique, primary key located DialerID

on PRIMARY

Table 160: Fields in Dialer Table

Name Description Data Type Keys and

NULL
Option
DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.
DialerType Indicate what type of protocol that the Dialer uses. DBINT NOT
The default value is 3. NULL
Other values
1. 1: Not used
2. 2: SCCP
3. 3: SIP

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

ComputerName The network name of the computer hosting the dialer varchar(64) AK-2 NOT
component. NULL

CPAAnalysisPeriod THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.
Number of milliseconds that the dialer will spend
analyzing. Advanced configuration item.

CPAJitterBufferDelay THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.
Advanced configuration item.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
216
 All Tables
Dialer

Name Description Data Type Keys and

NULL
Option
CPAMaxTermToneAnalysis THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.
Maximum milliseconds the dialer will analyze an
answering machine voice message looking for a
termination tone. Advanced configuration item.

CPAMaxTimeAnalysis THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.
Maximum time allowed for analysis in milliseconds.
Advanced configuration item.

CPAMinimumValidSpeechTime THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.
Minimum number of milliseconds of voice required
to qualify a call as voice detected. Advanced
configuration item.

CPAMinSilencePeriod THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.
Minimum silence period required to classify a call
as voice detected.

CPARecordWaveFile THIS FIELD IS NOT CURRENTLY BEING DBINT AK-2 NOT

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

ConfigParam Additional configuration parameters. varchar(255) NULL

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Additional information about the dialer, such as its DESCRIPTION NULL
location.

DialerID A unique identifier for this dialer. DBINT PK NOT

NULL
DialerName A name give to a particular dialer during VNAME32 AK-1 NOT
configuration. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
217
 All Tables
Dialer

Name Description Data Type Keys and

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

Enabled Valid options include: DBCHAR NOT

NULL
• Y = The dialer is available for calling contacts.
• N = The dialer is not available for calling
contacts.

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

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

port on a dialer card before attempting to use the NULL
port again. (This option is designed to give the
telephone system enough time to sense a hang-up
and release the line.)

IPBridgingEnabled Reserved for future use. DBCHAR NOT

NULL
Default = 'N'.

LocalAreaCode The local area code for this dialer. (This value is varchar(100) NULL
compared to numbers being dialed to determine
whether '1' and the area code should be prefixed to
the dialed number.)

LongDistancePrefix Long distance prefix - previously set in the Dialer varchar(32) NULL
registry.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
218
 All Tables
Dialer

Name Description Data Type Keys and

NULL
Option
PeripheralID The peripheral ID for the ACD. DBSMALLINT FK NOT
NULL
PortThrottle THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NULL
USED. IT IS RESERVED FOR FUTURE USE.
Calls per second allowed in any one second for any
one dialer. Calls will be distributed evenly over the
time interval.

PredictiveCorrectionPace THIS FIELD IS NOT CURRENTLY BEING DBINT NOT

USED. IT IS RESERVED FOR FUTURE USE. NULL
A correction is applied to the Lines per Agent when
the voice calls exceeds "PredictiveConnectionPace"
calls. The default is 100.

PredictiveGain THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NOT

USED. IT IS RESERVED FOR FUTURE USE. NULL
The PredictiveGain term controls the overall rate of
corrective adjustment for the Lines per Agent. This
is the multiplier for the Proportional corrective term
in the algorithm. The default is 14.

PredictiveHistoricGain THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NOT

USED. IT IS RESERVED FOR FUTURE USE. NULL
The Historic Gain term calculates an additional
correction based on the last 5 measurement sets. As
a default, it should be set to half the PredictiveGain.
It attempts to correct for systematic undershooting
or overshooting over several correction cycles. The
default is 7.

PredictiveLowAbandonGain THIS FIELD IS NOT CURRENTLY BEING DBFLT8 NOT

USED. IT IS RESERVED FOR FUTURE USE. NULL
Multiplier for the Proportional term when the
measured Abandoned Call Rate is less than the target
rate. This compensates for the fact that the upside
difference between the target and measured
Abandoned Call Rate can be much larger than the
downside difference. The default is 1.5.

PrefixDigits Dial a prefix string before the regular phone number. varchar(32) NULL
(This would be used, for example, to dial a '9' to
reach an external line.)

TenDigitDialEnabled Valid options are: DBCHAR NOT

NULL
• Y = Aways dial the area code instead of
stripping it out for local numbers.
• N = Strip out the area code for local numbers.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
219
 All Tables
Dialer_Detail

Dialer_Detail
This table is in the Blended Agent category. (See Blended Agent (Outbound Option), on page 588.) To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract the data from the HDS into your own custom database
on a separate server (that other Unified ICM/Unified CCE components do not use). Use only DBDateTime
(date and time of the record that was written to the HDS database) to extract the data. You can index the table
on the custom database according to the custom reporting needs.

Note If Outbound Option was not selected during setup, this table contains no data.

This historical table tracks data on all outbound attempts, including personal callback attempts and preview
calls that an agent skips.

Note Unified CCE and G3 Support: The Dialer_Detail table is supported for Unified CCE only. Dialer
Detail records are not supported for the G3 dialer. Some records might be written to the Dialer_Detail
table for older G3 dialers, but do not use the records.

Related Tables
• Campaign, on page 152(through CampaignID)
• Campaign_Skill_Group, on page 180 (through CampaignID)
• Dialer, on page 215 (through DialerID)
• Dialer_Real_Time, on page 235 (through DialerID)
• Peripheral, on page 317 (through PeripheralID)
• Query_Rule, on page 354 (through QueryRuleID)

Table 161: Indexes for Dialer_Detail Table

index_name index_description index_keys

XPKDialer_Detail Primary key RecoveryKey

XIE1Dialer_Detail Inversion key DbDateTime

XIE2Dialer_Detail Inversion key CampaignReportingDateTime

XIE3Dialer_Detail Inversion key RouterCallKey, RouterCallKeyDay

XIE4Dialer_Detail Inversion key CallGUID

XIE5Dialer_Detail Inversion key DateTime

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
220
 All Tables
Dialer_Detail

Table 162: Fields in Dialer_Detail Table

Name Description Data Type Keys and

NULL
Option

AccountNumber Customer account number. VARCHAR(128) NULL

ActiveThreshold The calculated active threshold during the period DBINT NULL
for computing the noise floor.

AgentPeripheralNumber PeripheralNumber / AgentID of the Agent that VARCHAR(32) NULL

handled the call.

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

CallbackDateTime The date and time when to retry the call. This is the DBSMALLDATE NULL
local time for the person receiving the call.

CallDuration Only used for the SIP Dialer. For all other dialers, DBINT NULL
this field is reserved for future use.
The call duration of the outbound call in
milliseconds starting when the Dialer initiates the
call to the customer. It is the time difference between
when the Call Setup Time starts and the outbound
call ends.
(Time the agent is in Call Setup Time + Agent
Talktime + Agent Wrap-up Time(if configured))
Note CallDuration does not include Agent
Wrap-up Time if the call is transferred
before entering wrap-up. The Call
Disposition for transfer is 28 or 29.

CallGUID An identifier assigned to the call by the SIP Dialer. VARCHAR(32) IE4
NULL

CallResult Telephony call result (busy, no answer, and so on) DBINT NULL
or agent reservation attempt result (Agent Rejected
Call, Unable to reserve, and so on). For the field
values that can populate CallResult, see Dialer
Detail: CallResult, on page 624.

CallResultDetail Reserved for future use DBINT NULL

CallStatusZone1 Status of the customer record for Zone1. For the CHAR(1) NULL
values that can populate this field, see Dialer Detail:
CallStatusZone, on page 625.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
221
 All Tables
Dialer_Detail

Name Description Data Type Keys and

NULL
Option

CallStatusZone2 Status of the customer record for Zone2. For the CHAR(1) NULL
values that can populate this field, see Dialer Detail:
CallStatusZone, on page 625.

CampaignReportingDateTime This value indicates interval date time that Router DBDATETIME IE2
used TCD record to calculate Call Type related
NULL
historical data.

CampaignID The campaign that the call was placed for. DBINT FK
NULL

CustomerTimeZone The value is the offset in minutes that the customer DBINT NULL
is from UTC (formerly GMT).
Note CustomerTimeZone for PCB calls in
Dialer_Detail is always NULL.

DateTime DateTime (in Central Controller local time) at the DBDATETIME IE5
start of the interval when the row was generated.
NOT
NULL

DbDateTime DateTime (in Central Controller local time) when DBDATETIME IE1
the records are written to the HDS database. The
NULL
logger database has NULL for this column.

DialerID DialerID of the dialer where the outbound call was DBINT FK
initiated.
NULL

DialingListID Unique identifier from the dialing list DBINT NULL

(DL_<CampaignID>_<QueryRuleID>) table in the
outbound database.
If the attempt is a Personal Callback, then this unique
identifier refers to the PersonalCallbackListID field
in the Personal_Callback_List table in the outbound
database.

DialingMode Campaign mode the call was called. For field values, DBINT NULL
see Dialer Detail: DialingMode, on page 626.

FirstName First name of the contact VARCHAR(50) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
222
 All Tables
Dialer_Detail

Name Description Data Type Keys and

NULL
Option

FutureUseInt1 For SIP Dialer only. DBINT NULL

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

FutureUseInt2 For SIP Dialer only. DBINT NULL

The value is the ISDN Q931 Disconnect Cause Code
the SIP Dialer receives from gateway.

FutureUseInt3 - FutureUseInt8 Reserved for future use. DBINT NULL

FutureUseVarChar1 For SIP Dialer only. VARCHAR(64) NULL

The IP address for a gateway that makes an outbound
call. In the deployment where the SIP Dialer
connects to the SIP Proxy, the IP address is gateway
that is selected to make the outbound call.

FutureUseVarChar2-4 Reserved for future use. VARCHAR(64) NULL

IdleTime Amount of time a record is stored at a dialer. DBINT NULL

ImportRuleDateTime The Unified ICM Central Controller date and time DBDATETIME NULL
when the record was imported.

InternalUse1 - InternalUse11 Do not use these fields. DBINT NULL

LastName Last name of the contact VARCHAR(50) NULL

MaxActiveGlitchTime Maximum amount of time that signal is detected as DBINT NULL

active glitch (in mS).

MaxPostSpeechSilenceGlitchTime Maximum amount of time that signal is detected as DBINT NULL

post speech silence glitch (in mS).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
223
 All Tables
Dialer_Detail

Name Description Data Type Keys and

NULL
Option

MaxZCRstdev Maximum ZCR standard deviation during the tone DBINT NULL
determination.

NoiseThreshold The calculated noise threshold during the period for DBINT NULL
computing the noise floor.

NumOfActiveGlitches The total numbers of active glitches before a speech DBINT NULL
energy is detected, or during the
CPAMaxTermToneAnalysis period.

NumOfPostSpeechSilenceGlitches The total numbers of post speech silence glitches. DBINT NULL

PeripheralCallKey An identifier for the call that is provided by Unified DBINT NULL
CM and is unique to the Unified CM cluster.

PeripheralID Peripheral ID for the peripheral that the Agent is DBINT FK

associated with.
NULL

Phone Phone number that was called. VARCHAR(20) NULL

PhoneExt Phone extension that was imported. VARCHAR(8) NULL

PhoneID The identifier of the phone that was dialed. This can DBINT NULL
be any of phones 1 to 10. This field should be NULL
for both Personal Callback calls and Regular
Callback calls.

PhoneIndex Phone index in the campaign target sequence. This DBINT NULL
field should be NULL for both Personal Callback
calls and Regular Callback calls.

PickupTime The time period the first active voice energy is DBINT NULL
detected after the customer answered the call in
milliseconds.

PortNumber Reserved for future use DBINT NULL

PreviewTime The time that the Agent took to Accept, Skip, or DBINT NULL
Reject a customer call when the skill group is in
preview mode and direct preview mode.

ProtocolID Internal reference ID used to identify the component DBINT NULL

class (PBX/VRU/ACD).
The possible values are:
• NULL for all DialerDetail records prior to 8.0.
• 1 = SCCP
• 2 = SIP

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
224
 All Tables
Dialer_Detail

Name Description Data Type Keys and

NULL
Option

QueryRuleID The query rule that the call was placed for. DBINT FK
NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 Clustered

internally by the Unified ICM/Unified CCE software Index, Not
to track the record. Null

ReservationCallDuration The call duration (in milliseconds) that agent was DBINT NULL
reserved. In preview mode, this includes the time of
the last preview and the time for dialing, performing
CPA, and transferring the customer call to the agent.
Note In predictive mode, if reserved agent gets
disconnected even before connecting to
a customer, this value will be NULL as
the agent is not yet associated with the
customer.
In such cases, HoldTime of
corresponding Termination Call Detail
record will refer to agent reservation time.

RouterCallKey A call key counter created and set by the system DBINT IE3
software. This value forms the unique portion of the
NULL
64-bit key for the call. The system software resets
this counter at midnight.

RouterCallKeyDay The day that the call was taken and the Dialer_Detail DBINT IE3
record was created. This field contains a value only
NULL
for calls that were translation-routed or post-routed
to or from an ACD.
Together with RouterCallKey, the Day value forms
a unique 64-bit key for the call. The Dialer might
not have this information for all calls. If it does, you
can track all states of a call between the
Route_Call_Detail and the Dialer_Detail tables by
using the cradle-to-grave call tracking facility. (For
calls that span a day, the day may not correspond to
the day specified in the DateTime field.)

SilencePeriod Amount of time that the signal is silent after speech DBINT NULL
detection to declare a live speech (in mS).

SkillGroupSkillTargetID Skill Group ID of the agent who handled the call. DBINT NULL

TermToneDetectionTime Amount of time that the answering machine DBINT NULL

terminating tone is detected after declaring
answering machine detection (in mS).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
225
 All Tables
Dialer_Half_Hour

Name Description Data Type Keys and

NULL
Option

TimeZone The Central Controller’s time zone for the date and DBINT NULL
time. The value is the offset in minutes from
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

ValidSpeechTime ValidSpeechTime: Amount of time that energy is DBINT NULL

active for declaring speech energy.

WrapupData Wrap up data that the outbound agent entered. VARCHAR(40) NULL

ZoneIndex The zone that was active at the time that the attempt DBSMALLINT NULL
was made. This can be 0 or 1. This field should be
NULL for both Personal Callback calls and Regular
Callback calls.

Dialer_Half_Hour
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It gets populated on central and HDS databases. This table contains statistics produced by Blended Agent
when a dialing list is executed. Each row provides half-hour statistics for a particular dialer.
Related Table
Dialer, on page 215 (via DialerID)

Table 163: Indexes for Dialer_Half_Hour Table

index_name index_description index_keys

XAK1Dialer_Half_Hour Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Dialer_Half_Hour Nonclustered located on PRIMARY DbDateTime

XPKDialer_Half_Hour Clustered, unique, primary key located DateTime, DialerID, TimeZone

on PRIMARY

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
226
 All Tables
Dialer_Half_Hour

Table 164: Fields in Dialer_Half_Hour Table

Name Description Data Type Keys and

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

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

AgentClosedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that were rejected by the agent (these
customers will not be dialed).

AgentRejectedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that were rejected by the agent.

AllPortsBusyCountToHalf Reserved for future use. DBINT NULL

AnsweringMachineDetectToHalf The number of calls made during the half hour DBINT NULL
interval in which an answering machines was
detected.

BusyDetectToHalf The number of calls in the half-hour period that DBINT NULL
detected a busy signal.

CallbackCountToHalf The total number of records scheduled for a callback. DBINT NULL

CancelledDetectToHalf The number of calls in a half-hour period that were DBINT NULL
dropped while ringing the customer's telephone.

ContactsDialedToHalf The number of contacts dialed during the half hour DBINT NULL
interval.

CustomerAbandonDetectToHalf The number of calls in a half-hour period that were DBINT NULL
abandoned by the customer after they picked up the
telephone.

CustomerNotHomeCountToHalf The number of calls that were answered by the DBINT NULL
wrong party; the customer was not home.

DateTime The Central Controller date and time at the start of DBSMALLDATE PK NOT
the half-hour interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
are written to the HDS database. The logger database
has NULL for this column.

DialerID The dialer to which these statistics refer. DBINT PK, FK

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
227
 All Tables
Dialer_Half_Hour

Name Description Data Type Keys and

NULL
Option
DialingTimeToHalf The total time all ports configured on the dialer spent DBINT NULL
dialing contacts during this half hour interval. This
includes time spent in transfer and call progress
detection.

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

detected a FAX machine.

FutureUseInt1 This field is temporarily being used to report the DBINT NULL
number of reservation calls that this Dialer attempted
during this half hour.

FutureUseInt2 This field is temporarily being used to record the DBINT NULL
amount of time all dialer ports were busy during this
half hour. The time is recorded in seconds.

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

IdlePortTimeToHalf The total time all ports configured on the dialer spent DBINT NULL
idle during a 30 minute interval.

LowNoiseVolumeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of calls where the voice energy was not
significant enough to count.

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

detected a network answering machine.

NoAnswerDetectToHalf The number of calls made during the half hour DBINT NULL
interval which were not answered.

NoDialToneDetectToHalf The number of calls in a half-hour period not DBINT NULL

receiving dial tone.

NoRingBackDetectToHalf The number of calls in the current half hour period DBINT NULL
that did not receive a ring-back tone, that were
disconnected by the carrier or the network while
ringing, or that were flagged with a data error or a
no-value call.

PersonalCallbackCountToHalf The number of calls where the customer requested DBINT NULL
a personal callback.

RecoveryKey A value used internally by the system software to DBFLT8 AK-1 NOT
track virtual time. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
228
 All Tables
Dialer_Interval

Name Description Data Type Keys and

NULL
Option
ReservePortTimeToHalf The total time all ports configured on the dialer spent DBINT NULL
reserving agents during the 30 minute interval. This
may also include time in queue if the reservation
script is using a queue node.

SITToneDetectToHalf The number of calls made during the half-hour DBINT NULL
interval in which SIT tones were detected.

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

VoiceDetectToHalf The number of calls made during the half-hour DBINT NULL
interval in which a voice was detected.

WrongNumberCountToHalf The number of calls where the customer phone DBINT NULL
number was incorrect (the customer did not live
there).

Dialer_Interval
This section describes the Dialer Interval table.

Table 165: Fields in Dialer_Interval Table

Name Description Data Type Keys and

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

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

that had to be abandoned. However, instead of
hanging-up on a customer, the call was transferred
to an IVR which played a message to the customer.

AgentClosedDetect The number of preview/callback calls in a reporting DBINT NULL

interval period that the agent rejected. (These
customers are not dialed.

AgentRejectedDetect The number of preview/callback calls in a reporting DBINT NULL

interval period that the agent rejected.

AllPortsBusyCount Reserved for future use. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
229
 All Tables
Dialer_Interval

Name Description Data Type Keys and

NULL
Option
AllPortsBusyTime Time (in seconds) when all ports were utilized, and DBINT NULL
some dialer operations were not attempted because
of a lack of port resources.

AnsweringMachineDetect The number of calls made during the reporting DBINT NULL
interval in which an answering machine was
detected.

BusyDetect The number of calls in the reporting interval period DBINT NULL
that detected a busy signal.

CallbackCount The total number of records scheduled for a callback. DBINT NULL

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

that were dropped while ringing the customer's
phone.

ContactsDialed The number of contacts dialed during the reporting DBINT NULL
interval.

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

that the customer abandonded after they picked up
the phone.

CustomerNotHomeCount The number of calls that the wrong party answered; DBINT NULL
the customer was not home.

DateTime The Central Controller date and time at the start of DBSMALLDATE PK1, NOT
the reporting interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE1, NULL
are written to the HDS database. The logger database
has NULL for this column.

DialerID The dialer to which these statistics refer. DBINT PK2, NOT
NULL
DialingTime The total time all ports configured on the dialer spent DBINT NULL
dialing contacts during this reporting interval. This
includes time spent in transfer and call progress
detection.

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

that detected a FAX machine.

FutureUseInt3 Reserved for future use. DBINT NULL

FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
230
 All Tables
Dialer_Interval

Name Description Data Type Keys and

NULL
Option
IdlePortTime The total time all ports configured on the dialer spent DBINT NULL
idle during a 30-minute interval.

LowNoiseVolume (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Number of calls where the voice energy was not
significant enough to count.

MaxDialerPorts The maximum number of dialer ports used during DBINT NULL
a 30-minute interval on the dialer.

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

that detected a network answering machine.

NoAnswerDetect The number of calls made during the reporting DBINT NULL
interval which were not answered.

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

not receiving dial tone.

NoRingBackDetect The number of calls in the current reporting interval DBINT NULL
period that did not receive a ringback tone, that the
carrier or the network disconnected while ringing,
or that were flagged with a data error or a no-value
call.

PersonalCallbackCount The number of calls where the customer requested DBINT NULL
a personal callback.

RecoveryKey A value used internally by the system software to DBFLT8 AK1, NOT
track virtual time. NULL

ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT NULL
to 47). Two 15 minute interval records have a unique
half hour boundary value.

ReportingInterval This value indicates the period, in minutes, over DBINT NULL
which the router calculates the Call Type and Call
Type Skill Group data. The only valid value is 30
(default).

ReservationCallAttempts The number of times the dialer attempted to reserve DBINT NULL
agents during this interval.

ReservePortTime The total time all ports configured on the dialer spent DBINT NULL
reserving agents during the 30-minute interval. This
may also include time in queue if the reservation
script is using a queue node.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
231
 All Tables
Dialer_Port_Map

Name Description Data Type Keys and

NULL
Option
SITToneDetect The number of calls made during the reporting DBINT NULL
interval in which SIT tones were detected.

TimeZone The Central Controller’s time zone for the date and DBINT PK3, NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

VoiceDetect The number of calls made during the reporting DBINT NULL
interval in which a voice was detected.

WrongNumberCount The number of calls where the customer phone DBINT NULL
number was incorrect. (The customer did not live
there.)

Dialer_Port_Map
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.

Note If Outbound Option was not selected during setup, this table will contain no data.

Maps port numbers on the dialer to the ports on the ACD, and identifies the ACD stations and their mapping
to dialer ports. Use the Blended Agent Configuration option within Unified ICM Configuration Manager to
modify Dialer_Port_Map records. The Primary Key (PK) is nonclustered.
Related Table
Dialer, on page 215 (via DialerID)

Table 166: Indexes for Dialer_Port_Map Table

index_name index_description index_keys

XPKPort_Map clustered, unique, primary key located DialerID, PortNumber

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
232
 All Tables
Dialer_Port_Real_Time

Table 167: Fields in Dialer_Port_Map Table

Name Description Data Type Keys and

NULL
Option
DialerID The dialer to which these statistics refer. DBINT PK, FK
NOT
NULL
FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

PortNumber Identifies the particular dialer port on this dialer that DBINT PK NOT
matches the ACD port. NULL

Station Identifies the ACD station and its mapping to a dialer varchar(32) NULL
port.

Dialer_Port_Real_Time
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Local database only.
Contains the current status of every telephone line for every dialer in Blended Agent. The Primary Key (PK)
is nonclustered.
Related Tables
Dialer, on page 215 (via DialerID)
Campaign, on page 152 (via CampaignID)
Query_Rule, on page 354 (via QueryRuleID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
233
 All Tables
Dialer_Port_Real_Time

Table 168: Indexes for Dialer_Port_Real_Time Table

index_name index_description index_keys

XPKDialer_Port_Real_Time clustered, unique, primary key located DialerID, PortNumber

on PRIMARY

Table 169: Fields in Dialer_Port_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AccountNumber If the port is dialing, this value is the account number VNAME32 NULL
(if available) being dialed.

CampaignID If the port is dialing, this value indicates the DBINT FK NULL
campaign from which the contact being dialed was
retrieved.

DateTime The Central Controller date and time at which each DBDATETIME NOT
row was saved. NULL

DialerID The dialer to which these statistics refer. DBINT PK, FK

NOT
NULL
FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

PhoneNumber If the port is dialing, this value is the phone number varchar(32) NULL
being dialed.

PortNumber The dialer port (line) number within the current DBINT PK NOT
dialer. NULL

PortStatus The current line status (for example, dialing, DBINT NOT
on-hook, off-hook). To see the list of values, see NULL
Port Status, on page 631
.

QueryRuleID If the port is dialing, this value identifies the query DBINT FK NULL
rule from which the contact being dialed was
retrieved.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
234
 All Tables
Dialer_Real_Time

Dialer_Real_Time
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Local database only.
Contains statistics produced by Blended Agent when a dialing list is executed. Each row provides real-time
statistics for a particular dialer.
The data in this table is reset nightly.
Related table
Dialer, on page 215 (via DialerID)

Table 170: Indexes for Dialer_Real_Time Table

index_name index_description index_keys

XPKDialer_Log_Real_Time clustered, unique, primary key located DialerID

on PRIMARY

Table 171: Fields in Dialer_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AbandonDetectToday The number of calls abandoned by customers since DBINT NULL
midnight.

AbandonToIVRHalf The number of calls in the current 30 minute period DBINT NULL
that had to be abandoned.
However, there was not a hang-up. Instead, the call
was transferred to an IVR that played a message to
the customer.

AgentClosedDetectHalf Number or preview/call-back calls that were rejected DBINT NULL

by the agent in the current 30 minute period. (These
customers will not be dialed.)

AgentRejectedDetectHalf Number or preview/call-back calls that were rejected DBINT NULL

by the agent in the current 30 minute period.

AllocatedPorts (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of ports configured now.

AllPortsBusyToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of times all ports were busy today.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
235
 All Tables
Dialer_Real_Time

Name Description Data Type Keys and

NULL
Option
AllPortsBusyToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
The number of times all ports were busy during the
last 30 minute interval.

AnsweringMachineDetectToday The number of answering machines detected since DBINT NULL

midnight.

BusyDetectToday The number of busy signals detected since midnight. DBINT NULL

CallbackCount The total number of records scheduled for a DBINT NULL

call-back.

CancelledDetectHalf The number of calls in the current 30 minute period DBINT NULL
that were dropped while ringing the customer phone.

ContactsDialedToday The number of attempted calls since midnight. DBINT NULL

ContactsDialedToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of attempted calls within a half-hour
period.

CTI_Status (THIS FIELD IS NOT CURRENTLY BEING Char(1) NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Status of the CTI connection.

CustomerAbandonDetectHalf In the current half-hour period, the number of calls DBINT NULL
that were abandoned by the customer after they
picked up the phone

CustomerNotHomeCount Number of calls in a 30 minute period that were DBINT NULL

abandoned by the customer after they picked up the
phone.

CustomerPortTimeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total time all ports configured on the dialer spent
dialing contacts today. This includes time spent in
transfer and call progress detection.

CustomerPortTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total time all ports configured on the dialer spent
dialing contacts during the last 30 minutes. This
includes time spent in transfer and call progress
detection.

DateTime The date and time this record was saved. DBDATETIME NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
236
 All Tables
Dialer_Real_Time

Name Description Data Type Keys and

NULL
Option
DialerID The dialer to which these statistics refer. DBINT PK, FK
NOT
NULL
DialerStatus (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL
USED. IT IS RESERVED FOR FUTURE USE.)
Status of the dialer as observed and reported by the
Campaign Manager.

FaxDetectHalf The number of calls in the current 30 minute period DBINT NULL
that detected a fax machine.

FutureUseInt1 Reserved for future use. DBINT NULL

FutureUseInt2 Reserved for future use. DBINT NULL

MaxDialerPortsNow The maximum number of ports used at the current DBINT NULL
time on the dialer.

FutureUseInt3 Reserved for future use. DBINT NULL

FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

IdlePortTimeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total time all ports configured on the dialer spent
idle today.

IdlePortTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total time all ports configured on this dialer
spend idle during the last half hour.

MRStatus (THIS FIELD IS NOT CURRENTLY BEING Char(1) NULL

USED. IT IS RESERVED FOR FUTURE USE.)
Status of the Media Routing connection.

NetworkAnsMachineDetectHalf The number of calls in the current 30 minute period DBINT NULL
that detected a network answering machine.

NoAnswerDetectToday The number of call attempts that were not answered DBINT NULL
since midnight.

NoDialToneDetectHalf The number of calls in the current 30 minute period DBINT NULL
that did not receive dial tone.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
237
 All Tables
Dialer_Skill_Group_Half_Hour

Name Description Data Type Keys and

NULL
Option
NoRingBackDetectHalf The number of calls in the current 30 minute period DBINT NULL
that did not receive a ring-back tone, that were
disconnected by the carrier or the network while
ringing, or that were flagged with a data error or a
no-value call.

PersonalCallbackCount The number of calls where the customer requested DBINT NULL
a personal call-back.

RegisteredPorts The number of ports that are in a working state, DBINT NULL
meaning that they are fully registered.

ReservePortTimeToday (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total time all ports configured on the dialer spent
reserving agents today.

ReservePortTimeToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total time all ports configured on this dialer
spent reserving agents during the last half hour.

SITToneDetectToday SIT tones detected since midnight. DBINT NULL

SITToneDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The number of calls in a half-hour period that
detected a network SIT tone.

VoiceDetectToday The number of calls answered by people since DBINT NULL

midnight.

VoiceDetectToHalf (THIS FIELD IS NOT CURRENTLY BEING DBINT NULL

USED. IT IS RESERVED FOR FUTURE USE.)
The total number of calls ending in an agent
answering the call during the last half-hour.

WrongNumberCount The number of calls where the phone number was DBINT NULL
incorrect (the customer did not live there).

Dialer_Skill_Group_Half_Hour

Note THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
238
 All Tables
Dialer_Skill_Group_Half_Hour

This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It gets populated on central and HDS databases and provides historical reporting for campaigns running on a
dialer. Each skill group maps to a campaign. This is similar to the dump alloc provided in the dialer traces.
Related Tables
Dialer, on page 215 (via DialerID)
Skill_Group, on page 480 (via SkillGroupSkillTargetID)

Table 172: Indexes for Dialer_Skill_Group_Half_Hour Table

index_name index_description index_keys

XAK1Dialer_Skill_Group_Half_Hour Nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XIE1Dialer_Skill_Group_Half_Hour Nonclustered located on PRIMARY DbDateTime

XPKDialer_Skill_Group_Half_Hour Clustered, unique primary key located on DialerID, DateTime,

PRIMARY SkillGroupSkillTargetID, TimeZone

Table 173: Fields in Dialer_Skill_Group_Half_Hour Table

Name Description Data Type Keys and

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

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

AgentClosedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that were closeded by the agent (these
customers will not be dialed).

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

AgentRejectedDetectToHalf The number of preview/callback calls in a half-hour DBINT NULL

period that were rejected by the agent.

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

detected an answering machine.

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

detected a busy signal.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
239
 All Tables
Dialer_Skill_Group_Half_Hour

Name Description Data Type Keys and

NULL
Option
CallbackCountToHalf The total number of records scheduled for a callback. DBINT NULL

CancelledDetectToHalf The number of calls in a half-hour period where the DBINT NULL
dialer cancelled a ringing customer call.

ContactsAttemptedToHalf The number of attempted calls within a half-hour DBINT NULL

period.

CustomerAbandonDetectToHalf The number of calls in a half-hour period that were DBINT NULL
abandoned by the customer after they picked up the
telephone.

CustomerNotHomeCountToHalf The number of calls that were answered by the DBINT NULL
wrong party; the customer was not home.

DateTime The central controller date and time at the start of DBSMALLDATE PK NOT
the interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE1-Indexed
are written to the database. NULL

DialerID The unique identifier of the Dialer. DBINT PK, FK

NOT
NULL
DialerSkillGroupEnabled Indicates whether all of the necessary factors are in Char(1) NULL
place to be dialing right now. (Y or N) This includes,
but is not limited to, campaign activation and having
available agents.

DialerSkillGroupMode Mode of the campaign for this dialer as set in script Char(1) NULL
editor for this skill group. (N=None, P=Preview,
R=Predictive/Progressive, A=Callback)

DialerSkillGroupType Type or direction of the campaign as set in the script Char(1) NULL
editor for this skill group (N=None, I=Inbound,
O=Outbound, B=Blended)

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

detected a FAX machine.

FutureUseInt1 Reserved for future use. DBINT NULL

FutureUseInt2 Reserved for future use. DBINT NULL

FutureUseInt3 Reserved for future use. DBINT NULL

FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
240
 All Tables
Dialer_Skill_Group_Half_Hour

Name Description Data Type Keys and

NULL
Option
LinesPerAgentToHalf Number of lines being dialed per agent right now. DBFLT4 NULL

LowNoiseVolumeToHalf Number of calls where the voice energy was not DBINT NULL
significant enough to count.

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

detected a network answering machine. A network
answering machine can be a network based IVR, or
a network based answering service.

NoAnswerDetectToHalf The number of calls in a half-hour period that were DBINT NULL
not answered.

NoDialToneDetectToHalf The number of calls in a half-hour period that did DBINT NULL
not receive a dial tone.

NoRingBackDetectToHalf The number of calls in a half-hour period that did DBINT NULL
not receive a ring back tone.

PersonalCallbackCountToHalf The number of calls where the customer requested DBINT NULL
a personal callback.

RecoveryKey The unique record identifier. DBFLT8 AK1 NOT

NULL
SITToneDetectToHalf The number of calls in a half-hour period that DBINT NULL
detected a network SIT tone.

SkillGroupSkillTargetID The unique identifier of the skill group. DBINT PK, FK

NOT
NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

VoiceDetectToHalf The total number of calls ending in an agent DBINT NULL

answering the call during the last half-hour.
Outbound Option: The number of calls in a
half-hour period that detected a live person.

WrongNumberCountToHalf The number of calls where the customer's phone DBINT NULL
number was incorrect (the customer did not live
there).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
241
 All Tables
Dialer_Skill_Group_Real_Time

Dialer_Skill_Group_Real_Time

Note THIS TABLE IS NOT CURRENTLY BEING USED. IT IS RESERVED FOR FUTURE USE.

This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Local database only.
Real time reporting for how campaigns are running on a dialer. Each skill group maps to a campaign. This is
similar to the dump alloc provided in the dialer traces.
Related Tables
Dialer, on page 215 (via DialerID)
Campaign, on page 152 (via CampaignID)
Skill Group (via SkillGroupSkillTargetID)

Table 174: Indexes for Dialer_Skill_Group_Real_Time Table

index_name index_description index_keys

XPKDialer_Skill_Group_Real_Time clustered, unique primary key located on DialerID, SkillGroupSkillTargetID

PRIMARY

Table 175: Fields in Dialer_Skill_Group_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AgentPercent Configured by the script editor, this is the percent DBFLT4 NULL
of agents within this skill group that the dialer is
allowed to reserve.

AnsweredCountToday Count of calls that were answered today. This DBINT NULL
includes calls where agent marked the calls as a
Wrong Number or Not Home.

AnsweredCountTo5 Count of calls that were answered to five. This DBINT NULL
includes calls where agent marked the calls as a
Wrong Number or Not Home.

AnsweredCountToHalf Count of calls that were answered to half. This DBINT NULL
includes calls where agent marked the calls as a
Wrong Number or Not Home.

CallsAbandonedToday Calls abandoned during this time period. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
242
 All Tables
Dialer_Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsAbandonedTo5 Calls abandoned during this time period. DBINT NULL

CallsAbandonedToHalf Calls abandoned during this time period. DBINT NULL

CallsAttemptedToday Calls attempted during this time period. DBINT NULL

CallsAttemptedTo5 Calls attempted during this time period. DBINT NULL

CallsAttemptedToHalf Calls attempted during this time period. DBINT NULL

CallsCancelledToday Calls cancelled during this time period. DBINT NULL

CallsCancelledTo5 Calls cancelled during this time period. DBINT NULL

CallsCancelledToHalf Calls cancelled during this time period. DBINT NULL

CampaignID The unique identifier for the Campaign. DBINT FK NULL

DateTime The central controller date and time at the start of DBDATETIME NOT
the interval. NULL

DialerID The unique identifier of the Dialer. DBINT PK, FK

NOT
NULL
DialerSkillGroupEnabled Indicates whether all of the necessary factors are in Char(1) NULL
place to be dialing right now (Y or N). This includes,
but is not limited to, campaign activation and having
available agents.

DialerSkillGroupMode Mode of the campaign for this dialer as set in script Char(1) NULL
editor for this skill group. (N=None, P=Preview,
R=Predictive/Progressive, A=Callback)

DialerSkillGroupType Type or direction of the campaign as set in the script Char(1) NULL
editor for this skill group (N=None, I=Inbound,
O=Outbound, B=Blended)

ErrorCountToday Errors detected during this time period including no DBINT NULL
ringback, reorder, no dialer tone.

ErrorCountTo5 Errors detected during this time period including no DBINT NULL
ringback, reorder, no dialer tone.

ErrorCountToHalf Errors detected during this time period including no DBINT NULL
ringback, reorder, no dialer tone.

FutureUseInt1 Reserved for future use. DBINT NULL

FutureUseInt2 Reserved for future use. DBINT NULL

FutureUseInt3 Reserved for future use. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
243
 All Tables
ECC_Payload

Name Description Data Type Keys and

NULL
Option
FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

IdleRecords Number of available records in the cache to dial right DBINT NULL
now.

LinesPerAgent Number of lines being dialed per agent right now. DBFLT4 NULL

SkillGroupSkillTargetID The unique identifier of the Skill Group. DBINT PK, FK

NOT
NULL
UsedRecords Number of records being used for dialing right now. DBINT NULL

VoiceCountToday Customers contacted during this time period. DBINT NULL

VoiceCountTo5 Customers contacted during this time period. DBINT NULL

VoiceCountToHalf Customers contacted during this time period. DBINT NULL

ECC_Payload
Each row contains information about the ECC_Payload. Use Unified ICM Configuration Manager to add,
update, and delete ECC_Payload records.

Related Tables
• ECC_Payload_Member, on page 245 (through ECCPayloadID)

Table 176: Indexes for ECC_Payload Table

index_name index_description index_keys

XPKECC_Payload Primary key ECCPayloadID

XAK1ECC_Payload Unique key EnterpriseName

Table 177: Fields in ECC_Payload Table

Name Description Data Type Keys and

NULL
Option
ECCPayloadID A unique identifier for this ECC payload DBINT PK, FK
NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
244
 All Tables
ECC_Payload_Member

Name Description Data Type Keys and

NULL
Option
EnterpriseName An enterprise name for the payload. This name must VNAME32 AK
be unique among all enterprise routes within the
NOT
business entity.
NULL

Description Additional information about the ECC payload DESCRIPTION NOT

NULL

SystemDefined For future use DBCHAR NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is added DBDATETIME NOT
or updated. NULL

DepartmentID For future use DBINT NULL

ECC_Payload_Member
Each row contains information regarding the ECC_Payload_Member.

Related Tables
• ECC_Payload, on page 244 (through ECCPayloadID)

Table 178: Indexes for ECC_Payload_Member Table

index_name index_description index_keys

XPKECC_Payload_Member Primary key ECCPayloadID,

ExpandedCallVariableID

Table 179: Fields in ECC_Payload _Member Table

Name Description Data Type Keys and

NULL
Option
ECCPayloadID A unique identifier for this ECC payload DBINT PK, FK
NOT
NULL

ExpandedCallVariableID A unique identifier for the call variable. DBSMALLINT PK

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
245
 All Tables
Enterprise_Route

Enterprise_Route
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
Each row defines an enterprise-wide route composed of routes from different peripherals. Use Unified ICM
Configuration Manager to add, update, and delete Enterprise_Route records. The Primary Key (PK) is
nonclustered. The AlternateKey (AK) is clustered.
Related Tables
Business_Entity, on page 101 (via EntityID)
Enterprise_Route_Member, on page 247 (via EnterpriseRouteID)

Table 180: Indexes for Enterprise_Route Table

index_name index_description index_keys

XAK1Enterprise_Route clustered, unique, unique key located EnterpriseName, EntityID

on PRIMARY

XPKEnterprise_Route nonclustered, unique, primary key EnterpriseRouteID

located on PRIMARY

Table 181: Fields in Enterprise_Route Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the enterprise route. DESCRIPTION NULL

EnterpriseName An enterprise name for this enterprise route. This VNAME32 AK-1 NOT
name must be unique among all enterprise routes NULL
within the business entity.

EnterpriseRouteID Unique identifier for this enterprise route. DBINT PK NOT

NULL
EntityID If partitioning is enabled, indicates the business DBINT AK-1, FK
entity to which this enterprise route belongs. NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
246
 All Tables
Enterprise_Route_Member

Enterprise_Route_Member
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
It maps routes to enterprise routes. Use Unified ICM Configuration Manager to add, update, and delete
Enterprise_Route_Member records.
Related Table
Enterprise_Route, on page 246 (via EnterpriseRouteID)

Table 182: Indexes for Enterprise_Route_Member Table

index_name index_description index_keys

XPKEnterprise_Route_Member clustered, unique, primary key located EnterpriseRouteID, RouteID

on PRIMARY

Table 183: Fields in Enterprise_Route_Member Table

Name Description Data Type Keys and

NULL
Option
EnterpriseRouteID Foreign key from the Enterprise_Route table. DBINT PK, FK
NOT
NULL
RouteID Foreign key from the Route table. DBINT PK, FK
NOT
NULL

Enterprise_Service
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
Each row defines an enterprise-wide service composed of services from different peripherals. Use Unified
ICM Configuration Manager to add, update, and delete Enterprise_Service records.
Related Tables
Business_Entity, on page 101 (via EntityID)
Enterprise_Service_Member, on page 248 (via EnterpriseServiceID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
247
 All Tables
Enterprise_Service_Member

Table 184: Indexes for Enterprise_Service Table

index_name index_description index_keys

XAK1Enterprise_Service nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY

XPKEnterprise_Service clustered, unique, primary key located EnterpriseServiceID

on PRIMARY

Table 185: Fields in Enterprise_Service Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the enterprise service. DESCRIPTION NULL

DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.

EnterpriseName An enterprise name for this enterprise service. This VNAME32 AK-1 NOT
name must be unique among all enterprise services NULL
within the business entity.

EnterpriseServiceID Unique identifier for this enterprise service. DBINT PK NOT

NULL
EntityID If partitioning is enabled, indicates the business DBINT AK-1, FK
entity to which the enterprise service belongs. NOT
NULL

Enterprise_Service_Member
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
It maps services to enterprise services. Use Unified ICM Configuration Manager to add or delete
Enterprise_Service_Member records.
Related tables
Enterprise_Service, on page 247 (via EnterpriseServiceID)
Service, on page 439 (via SkillTargetID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
248
 All Tables
Enterprise_Skill_Group

Table 186: Indexes for Enterprise_Service_Member Table

index_name index_description index_keys

XIE1Enterprise_Service_Member nonclustered located on PRIMARY SkillTargetID

XPKEnterprise_Service_Members clustered, unique, primary key located EnterpriseServiceID, SkillTargetID

on PRIMARY

Table 187: Fields in Enterprise_Service_Member Table

Name Description Data Type Keys and

NULL
Option
EnterpriseServiceID Foreign key from the Enterprise Service table. DBINT PK, FK
NOT
NULL
SkillTargetID Foreign Key from the Service table. DBINT PK, FK,
IE-1 NOT
NULL

Enterprise_Skill_Group
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
Each row defines an enterprise-wide skill group composed of skill groups from different peripherals. Use
Unified ICM Configuration Manager to add, update, and delete Enterprise_Skill_Group records.
Related Tables
Business_Entity, on page 101 (via EntityID)
Enterprise_Skill_Group_Member, on page 250 (via EnterpriseSkillGroupID)

Table 188: Indexes for Enterprise_Skill_Group Table

index_name index_description index_keys

XAK1Enterprise_Skill_Group nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY

XPKEnterprise_Skill_Group clustered, unique, primary key located EnterpriseSkillGroupID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
249
 All Tables
Enterprise_Skill_Group_Member

Table 189: Fields in Enterprise_Skill_Group Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the enterprise skill DESCRIPTION NULL

group.

DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.

EnterpriseName An enterprise name for this enterprise skill group. VNAME32 AK-1 NOT
This name must be unique among all enterprise skill NULL
groups within the business entity.

EnterpriseSkillGroupID Unique identifier for this enterprise skill group. DBINT PK NOT
NULL
EntityID If partitioning is enabled, indicates the business DBINT AK-1, FK
entity to which the enterprise skill group belongs. NOT
NULL

Enterprise_Skill_Group_Member
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
It maps skill groups to enterprise skill groups. Use Unified ICM Configuration Manager to add or delete
Enterprise_Skill_Group_Member records
Related Tables
Enterprise_Skill_Group, on page 249 (via EnterpriseSkillGroupID)
Skill_Group, on page 480 (via SkillTargetID)

Table 190: Indexes for Enterprise_Skill_Group_Member Table

index_name index_description index_keys

XIE1Enterprise_Skill_Group_Mem nonclustered located on PRIMARY SkillTargetID

XPKEnterprise_Skill_Members clustered, unique, primary key located EnterpriseSkillGroupID, SkillTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
250
 All Tables
Event

Table 191: Fields in Enterprise_Skill_Group_Member Table

Name Description Data Type Keys and

NULL
Option
EnterpriseSkillGroupID Foreign Key from the Enterprise Skill Group table. DBINT PK, FK
NOT
NULL
SkillTargetID Foreign Key from the Skill Group table. DBINT PK, FK,
IE-1 NOT
NULL

Event
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Central database only.
Contains system events generated by the system software.

Table 192: Indexes for Event Table

index_name index_description index_keys

XIE1Event nonclustered located on PRIMARY CentralControllerFileTime

XIE2Event nonclustered located on PRIMARY MessageId

XPKEvent clustered, unique, primary key located RecoveryKey

on PRIMARY

Table 193: Fields in Event Table

Name Description Data Type Keys and

NULL
Option
BinData Optional event binary data. image NULL

Category The type of message. VNAME32 NULL

CentralControllerFileTime File Time event was processed at the Central DBDATETIME IE-1 NOT
Controller. NULL

CentralControllerTimeZone Time zone at the Central Controller. The value is DBINT NOT
the offset in minutes from UTC (formerly called NULL
GMT).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
251
 All Tables
Event

Name Description Data Type Keys and

NULL
Option
CentralControllerVirtualTime Virtual Time event was processed at the Central DBINT NOT
Controller. NULL

CustomerId The customer ID. DBINT NOT

NULL
Dword1 Optional event DWORD. DBINT NULL

Dword2 Optional event DWORD DBINT NULL

Dword3 Optional event DWORD. DBINT NULL

Dword4 Optional event DWORD. DBINT NULL

Dword5 Optional event DWORD. DBINT NULL

MessageId Message ID from message compiler. DBINT NOT

NULL
MessageString Contents of message. DESCRIPTION NULL

ProcName Name of the process that originated the event. VNAME32 NOT
NULL
RecoveryDay A value used internally by the system software to DBINT NOT
track virtual time. NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

Severity The level of the message. varchar(16) NULL

Side Side of event originator: DBCHAR NOT

NULL
• A orB = Paired processes
• \0 = A non-paired process

SourceFileTime File time event was generated (originator's time). DBDATETIME NOT
NULL
SourceSystemName Name of the node that generated the event. VNAME32 NULL

SourceVirtualTime Virtual time event was generated (originator's time). DBINT NOT
NULL
StatusCode Status code value. DBINT NOT
NULL
StatusCodeString String associated with the status code. DESCRIPTION NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
252
 All Tables
Expanded_Call_Variable

Name Description Data Type Keys and

NULL
Option
StatusCodeType Classification of the value in StatusCode field. DBSMALLINT NOT
NULL
String1 Optional event string. varchar(240) NULL

String2 Optional event string. varchar(240) NULL

String3 Optional event string. varchar(240) NULL

String4 Optional event string. varchar(240) NULL

String5 Optional event string. varchar(240) NULL

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

CallRouter or Logger, this value is always 0. NULL

SystemType The type of system that generated the event. To see DBSMALLINT NOT
the list of values, see Event Fields, on page 627. NULL

VersionNum EMS version number. DBSMALLINT NOT

NULL

Expanded_Call_Variable
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row describes an expanded call variable. Use Unified ICM Configuration Manager to add, update, and
delete Expanded_Call_Variable records.
Related tables
Route_Call_Variable, on page 379 (via ExpandedCallVariableID)
Termination_Call_Variable, on page 556 (via ExpandedCallVariableID)

Table 194: Indexes forExpanded_Call_Variable Table

index_name index_description index_keys

XAK1Expanded_Call_Variable nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XPKExpanded_Call_Variable clustered, unique, primary key located ExpandedCallVariableID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
253
 All Tables
Expanded_Call_Variable

Table 195: Fields in Expanded_Call_Variable Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y= Yes
• N = No

Description Additional information about the call variable. DESCRIPTION NULL

ECCArray Indicates whether the call variable is an array: DBCHAR NOT

NULL
• Y= Yes
• N = No

Enabled Indicates whether the call variable is currently DBCHAR NOT

enabled: NULL
• Y = Yes
• N = No

EnterpriseName An enterprise name for this call variable. This name VNAME32 AK-1 NOT
must be unique among all expanded call variables NULL
within the business entity.

ExpandedCallVariableID A unique identifier for the call variable. DBSMALLINT PK NOT

NULL
GeoTelProvided Indicates whether the call variable is provided by DBCHAR NOT
Cisco: NULL
• Y= Yes
• N= No

MaximumArraySize If the call variable is an array, the maximum number DBINT NULL
of elements in the array: 1 to 255.

MaximumLength The maximum length of the call variable value: 1 to DBINT NOT
210. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
254
 All Tables
Feature_Control_Set

Name Description Data Type Keys and

NULL
Option
Persistent Y or N. Default is N. DBCHAR NOT
NULL
Specifies whether or not each individual ECC
variable is persistent (is written to the historical
database with the TCD or RCD record).
The 'Persistent' value is configurable using the
Expanded Call Context Variable list tool.
For newly-added ECC variables, the checkbox for
the Peristent value is unchecked; that is, the default
value is 'N'. To change the value to 'Y', check this
box in the configuration tool.
In an upgrade, pre-existing ECC variables, which
were previously persistent by default, are not
changed; they remain 'Y'. You may reconfigure them
to 'N'
Note Only persistent ECC variables (those set
to 'Y' ) are written to the database.
Non-persistent ECC variables (those set
to 'N' ) are not written to the database, but
they can be used in routing scripts.

Feature_Control_Set
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
It contains information about the different feature sets that may be used by different users.

Note The Feature Control Set List tool is not available on a limited AW.

Use Unified ICM Configuration Manager to add, update, and delete Feature_Control_Set records.
Related tables
User_Group, on page 571 (via FeatureSetID)
Customer_Definition, on page 203 (via FeatureSetID)

Table 196: Indexes for Feature_Control_Set Table

index_name index_description index_keys

XAKFeature_Control_Set nonclustered, unique, unique key located EnterpriseName

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
255
 All Tables
ICR_Globals

index_name index_description index_keys

XPKFeature_Control_Set clustered, unique, primary key located FeatureSetID

on PRIMARY

Table 197: Fields in Feature_Control_Set Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp This value is incremented when the record is CHANGESTAMP NOT
changed in the central database. NULL

DateTimeStamp Records the date and time when a record is DateTimeStamp NULL
added/updated.

Description A description of the feature set. DESCRIPTION NULL

EnterpriseName A unique name among all feature sets in the VNAME32 AK NOT
enterprise. NULL

FeatureSetData Contains all the information about the feature set. image NULL

FeatureSetID A unique identifier for this feature set. DBINT PK NOT

NULL

ICR_Globals
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Contains a single record containing general information about the Unified ICM configuration. You can use
Unified ICM Configuration Manager to modify some fields of the ICR_Globals records.
Related Tables
Call_Type, on page 108(DefaultCallTypeID maps to Call_Type.CallTypeID)
Network_Vru, on page 308 (DefaultNetworkTargetID maps to Network_VRU.NetworkTargetID)

Table 198: Fields in ICR_Globals Table

Name Description Data Type Keys and

NULL
Option
CCDomainName The name of the NT domain that contains the Central VARCHAR(190) NOT
Controller. NULL

CLIDMaskingDigitsToMask The number of digits of CLID to mask. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
256
 All Tables
ICR_Globals

Name Description Data Type Keys and

NULL
Option
CLIDMaskingEnable Valid options are: DBCHAR NOT
NULL
• Y = CLID masking is enabled.
• N = CLID masking is not enabled.

CLIDMaskingMaskCharacter The character to use when masking digits. varchar(1) NULL

CLIDMaskingRemoveDigits Valid options are: DBCHAR NULL

• Y = Remove digits.
• N = Mask digits.

CallTypeAbandonCallWaitTime The minimum time in seconds an incoming call must DBSMALLINT NULL
be in process (in queue, listening to announcements,
answering prompts) before being considered an
abandoned call if the caller hangs up. The default
value is 5.

CallTypeServiceLevelThreshold The time in seconds to be used as the service level DBINT NULL
threshold. The default value is 20.

CallTypeServiceLevelType Default value that indicates how the system software DBSMALLINT NULL
calculates the service level (that is, how it handles
abandoned calls in CallTypeServiceLevelType
calculating the service level). The default value is
1 - Ignoreabandoned calls.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

CompanyName Name of the customer. varchar(32) NULL

CompatibleECCPayloadRules Reserved for future use. DBCHAR NOT

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

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DefaultCallTypeID Identifies a general default call type. This default is DBINT FK NULL
used if a call does not map to a specific call type and
no default call type is defined for the associated
routing client.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
257
 All Tables
ICR_Globals

Name Description Data Type Keys and

NULL
Option
DefaultNetworkTargetID Identifies the default network VRU to use for a DBINT FK NULL
customer that has no network VRU defined or for a
dialed number that is not associated with a customer.

EnableExpandedCallContext Indicates whether expanded call context is enabled DBCHAR NOT

for the Unified ICM. Valid options are: NULL
• Y = ECC is enabled
• N= (Default) ECC is not enabled.

EnableHHThrottle Enable/Disable PG to CC HH Throttling. The default DBCHAR NOT

value is Y. NULL

ExternalAuthentication Enables the use of an external authenticator with the DBCHAR NOT
Configuration Management Service (CMS) for the NULL
LoginName in the Person table. Valid options are:
• Y = External authenticator enabled.
• N= External authenticator not enabled.

ExternalScriptValidation Name of external DLL to be used for script Varchar (255) NULL
validation.

HistoricalReportingInterval The value indicates router to calculate Call Type DBINT NOT
and Call Type Skill Group data for that interval. NULL
Default: 30.

ICRType Valid options include: DBINT NOT

NULL
• 1 = Standard
• 2 = CICM
• 3 = NAM

IPCCDeploymentType Which of the allowed Unified CCE "simplified" DBINT NULL

deployment options the user has selected in the
web-based config "Deployment Wizard".

IPCCDeploymentState The state of the Unified CCE deployment as known DBINT NOT
by the web-based config "Deployment Wizard." NULL
Values
• 0 - Not Done.
Value 0 inserted at database create-time.
• 1 - Aborted.
• 2 - Done.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
258
 All Tables
ICR_Globals

Name Description Data Type Keys and

NULL
Option
KeepNScriptVersions Maximum number of script versions to retain for DBSMALLINT NOT
each master script. If the value is 0, all versions are NULL
retained.

LoginCaseUnique Specifies whether or not LoginNames in the Person DBCHAR NOT

table are case-sensitive. Valid options are: NULL
• Y = Indicates that LoginNames in the Person
table are case sensitive.
• N = Indicates that the case of LoginNames in
the Person table does not matter.

Note (1) Changing this property will cause

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

MaxCorrelationNumber The maximum value to be used as a correlation value DBINT NULL

for calls sent to a network VRU.

MaxPartitions The maximum number of partitions that can be DBINT NOT

configured for the system if partitioning is enabled. NULL

MinCorrelationNumber The minimum value to be used as a correlation value DBINT NULL

for calls sent to a network VRU.

MinPasswordLength Specifies a minimum password length for a Person. DBINT NOT

NULL
MinScriptSchedTime The shortest interval, in seconds, at which an DBINT NOT
administrative script can be scheduled. NULL

PQAgentOrdering For future use. DBINT NULL

PQServiceLevelThreshold For future use. DBINT NULL
PQServiceLevelType For future use. DBSMALLINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
259
 All Tables
ICR_Instance

Name Description Data Type Keys and

NULL
Option
PartitioningIndicator Indicates whether or not partitioning is enabled. DBCHAR NULL
Valid options are:
• Y = Partitioning is enabled.
• N = Partitioning is not enabled.

Note Partitioning was obsoleted in Unified

CCE Release 9.0(1). Database
partitioning, if enabled, prevents upgrade
to Unified CCE Release 11.5(1). You
must remove database partitioning before
running Unified CCE Release 11.5(1)
installer.

PasswordType Indicates if every component on the system can DBSMALLINT NOT

handle encoded passwords (PGs, 3rd Party NULL
applications, and so forth)
• 1 = MD5
• 2 = SHA-2

The default is 1.

SSOEnabled Indicates whether SSO is enabled: DBSMALLINT NOT

NULL
• 0 = SSO not enabled (default)
• 1 = SSO enabled
• 2 = Hybrid, SSO and non-SSO logins are both
in use

ICR_Instance
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row defines an Unified ICM instance. For a Network Applications Manager (NAM), you should configure
an instance for each associated Customer ICM. Use Unified ICM Configuration Manager to create, update,
or delete an Unified ICM instance.
Related Tables
Application_Gateway, on page 78 (via ICRInstanceID)
Customer_Definition, on page 203 (via ICRInstanceID)
ICR_Node, on page 262 (via ICRInstanceID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
260
 All Tables
ICR_Locks

Table 199: Indexes for ICR_Instance Table

index_name index_description index_keys

XAK1ICR_Instance nonclustered, unique, unique key located EnterpriseName

on PRIMARY

XIE1ICR_Instance nonclustered located on PRIMARY NetworkICRInstanceID

XPKICR_Instance clustered, unique,primary key located ICRInstanceID

on PRIMARY

Table 200: Fields in ICR_Instance Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Any additional information about the instance. DESCRIPTION NULL

EnterpriseName An enterprise name for the instance. This name must VNAME32 AK-1 NOT
be unique for all Unified ICM instances in the NULL
enterprise.

ICRInstanceID A unique identifier for the instance. DBINT PK NOT

NULL
LastUpdateKey Key value this instance received from the NAM with DBBIGINT NULL
the last configuration update.

NetworkICRInstanceID The Network Unified ICM instance, if any, DBINT FK, IE-1
associated with the instance. NULL

Number The number the identifies the instance in Web Setup. DBINT NOT
NULL
Type Indicates whether the instance is Network ICM or DBSMALLINT NOT
a Customer ICM. NULL

ICR_Locks
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Contains information about system locks currently held by users.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
261
 All Tables
ICR_Node

Table 201: Indexes for ICR_Locks Table

index_name index_description index_keys

XPKICR_Locks clustered, unique, primary key located LockType, LockID

on PRIMARY

Table 202: Fields in ICR_Locks Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DataFld Additional information the system software varchar(255) NULL

maintains for the lock.

DateTime The date and time at which the lock was obtained. DBDATETIME NOT
NULL
LockID Identifies the object that is locked. For example, for DBINT PK NOT
a Script lock, LockID holds the ScriptID value. NULL

LockName The name of the object that is locked. For example, DESCRIPTION NOT
for a Script lock, LockName holds the name of the NULL
script.

LockType The type of the lock. To see values, see ICR Locks DBINT PK NOT
Fields, on page 627. NULL

ReleaseOnSend Indicates whether the system software should DBINT NOT

automatically release the lock when the associated NULL
data are saved to the system database.

SystemName The system from which the user obtained the lock. VNAME32 NOT
NULL
UserName The name of the user who holds the lock. varchar(64) NOT
NULL

ICR_Node
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row represents a real- time distributor associated with an Unified ICM instance. On a Network ICM,
you must configure the distributors associated with each Customer ICM. The Network ICM needs this

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
262
 All Tables
ICR_Node

information to forward certain configuration changes. Use Unified ICM Configuration Manager to create,
modify, or delete an Unified ICM node.
Related Table
ICR_Instance, on page 260(via ICRInstanceID)

Table 203: Indexes for ICR_Node Table

index_name index_description index_keys

XAK1ICR_Node nonclustered, unique, unique key located EnterpriseName

on PRIMARY

XIE1ICR_Node nonclustered located on PRIMARY ICRInstanceID

XPKICR_Node clustered, unique, primary key located ICRNodeID

on PRIMARY

Table 204: Fields in ICR_Node Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

ConfigParam Parameters to be passed to the node at initialization. varchar(255) NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the node. DESCRIPTION NULL

DomainName The name of the NT domain that contains the node. varchar(64) NOT
NULL
EnterpriseName An enterprise name for the node. This name must VNAME32 AK-1 NOT
be unique for all nodes in the enterprise. NULL

ICRInstanceID The Unified ICM instance associated with the node. DBINT FK, IE-1
NOT
NULL
ICRNodeID A unique identifier for the node. DBINT PK NOT
NULL
SystemName The host name of the machine on which the node VNAME32 NOT
runs. NULL

Type The type of node: DBSMALLINT NOT

NULL
• 1 = Primary Distributor
• 2 = Backup Distributor

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
263
 All Tables
ICR_View

ICR_View
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Each ICR_View describes how the system software interprets the data imported for a schedule. The individual
columns within the view are described in associated View_Column rows.
Related Table
Schedule, on page 415 (via ICRViewID)
View_Column, on page 578 (via ICRViewID)

Table 205: Indexes for ICR_View Table

index_name index_description index_keys

XAK1ICR_View nonclustered, unique, unique key located EnterpriseName

on PRIMARY

XPKICR_View clustered, unique, primary key located ICRViewID

on PRIMARY

Table 206: Fields in ICR_View Table

Name Description Data Type Keys and

NULL
Option
BaseTableName The name of the table in the system from which it VNAME32 NOT
is imported. NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the view. DESCRIPTION NULL

EnterpriseName A unique name for the view. VNAME32 AK-1 NOT

NULL
ICRViewID A unique identifier for the view. DBINT PK NOT
NULL
ReadBaseTable Indicates whether fields in the Schedule Import table DBCHAR NOT
can be read directly rather than through a view. Valid NULL
options are:
• Y = Yes
• N = No

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
264
 All Tables
Ids

Name Description Data Type Keys and

NULL
Option
ViewName The name of the view. VNAME32 NOT
NULL
ViewType The type of view. DBINT NOT
NULL

Ids
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Indicates whether a specific object type supports row-level security. For those object types that do support
row-level security, the Ids table contains one row for each object of that type.
Related Tables
Object_List, on page 313 (via ObjectType)
Object_Security, on page 314 (via ObjectType + ObjectID)
User_Security_Control, on page 574 (via ObjectType + ObjectID)

Table 207: Indexes for IDs Table

index_name index_description index_keys

XPKIds clustered, unique, primary key located ObjectType, ObjectID

on PRIMARY

Table 208: Fields in Ids Table

Name Description Data Type Keys and

NULL
Option
ObjectID Identifies a specific object for which row-level DBINT PK NOT
security is supported. If the object type does not NULL
support row-level security, this value is 0.

ObjectType Identifies the object type. DBINT PK, FK

NOT
NULL
ParentObjectID Identifies the object's parent. A value of 0 indicates DBINT NOT
that the object has no parent. NULL

ParentObjectType Identifies the object type of the object's parent. For DBINT NOT
example, a peripheral is a parent to its trunk groups. NULL
A value of 0 indicates that the object has no parent.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
265
 All Tables
Import_Log

Import_Log
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
It gets populated on central and HDS databases. This table contains information about schedule import
operations that have been performed. The system software automatically creates an Import_Log row each
time it imports schedule information. The Primary Key (PK) is nonclustered.
Related Table
Schedule, on page 415 (via ScheduleID)

Table 209: Indexes for Import_Log Table

index_name index_description index_keys

XAK1Import_Log Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKImport_Log Clustered, unique, primary key located DateTime, ScheduleID, TimeZone

on PRIMARY

Table 210: Fields in Import_Log Table

Name Description Data Type Keys and

NULL
Option
DateTime The date and time when the row was generated. DBDATETIME PK NOT
NULL
LogOperation The operation that was logged; for example Import VNAME32 NOT
or Edit. NULL

Message Indicates 'Success' or describes an error. DESCRIPTION NOT

NULL
RecoveryKey A value used internally by the system software to DBFLT8 AK-1 NOT
track virtual time. NULL

RowsCopied The number of rows imported or modified. DBINT NOT

NULL
ScheduleID Identifies the schedule affected. DBINT PK, FK
NOT
NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
266
 All Tables
Import_Rule

Name Description Data Type Keys and

NULL
Option
WorkstationName The workstation from which data was imported. VNAME32 NOT
NULL

Import_Rule
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Contains a list of all the import rules and their associated import lists. Use the Blended Agent Configuration
option within Unified ICM Configuration Manager to modify Import_Rule records.

Note If Outbound Option was not selected during setup, this table will contain no data.

Related Tables
Query_Rule, on page 354 (via ImportRuleID)
Import_Rule_Clause, on page 271 (via ImportRuleID)
Import_Rule_History, on page 273 (via ImportRuleID)
Import_Rule_Real_Time, on page 274 (via ImportRuleID)

Table 211: Indexes for Import_Rule Table

index_name index_description index_keys

XAK1Import_Rule nonclustered, unique, unique key located ImportRuleName

on PRIMARY

XPKImport_Rule clustered, unique, primary key located ImportRuleID

on PRIMARY

Table 212: Fields in Import_Rule Table

Name Description Data Type Keys and

NULL
Option
APIGenerated Identifies whether this import rule was created using DBCHAR NOT
the Outbound API: NULL
• Y = campaign created using the API
• N = campaign created using the Outbound
Option Import Rule tool in the ICM
Configuration Manager

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
267
 All Tables
Import_Rule

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

ContactTableName The name of the contact table into which this file is varchar(64) NOT
to be imported. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DayOfMonth The day of the month to run this import. Only used DBINT NULL
when MonthlyEnabled is set to Y.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

DelimiterType Indicates whether file is fixed format, comma DBCHAR NOT

delimited, or pipe delimited. NULL
• F = Fixed format
• C = Comma delimited
• P = Pipe delimited

DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.

Enabled A flag that indicates whether this import should be DBCHAR NOT
run at the scheduled time: NULL
• Y = Run at scheduled time.
• N = Do not run at scheduled time.

FilePath The directory where the file to be imported is stored. varchar(255) NULL
UNC naming convention.

FilePollingEnabled Valid options include: DBCHAR NOT

NULL
• Y = Import files are imported as soon as they
are created. After the import is complete, the
import file is renamed or deleted.
• N = Import files are not imported as soon as
they are created.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
268
 All Tables
Import_Rule

Name Description Data Type Keys and

NULL
Option
FridayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Friday: NULL
• Y = Perform import every Friday.
• N = Do not perform import every Friday.

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

ImportRuleID A unique identifier for this import rule. DBINT PK NOT

NULL
ImportRuleName The customer-entered name for this import rule. VNAME32 AK-1 NOT
NULL
ImportType Indicates if this is a Contact Import or a Do-Not-Call DBINT NOT
import: NULL
• Y = The import type is Contact Import.
• N = = The import type is Do-Not-Call.

MondayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Monday: NULL
• Y = Perform import every Monday.
• N = Do not perform import every Monday.

MonthlyEnabled If enabled, this import schedule will run based on DBCHAR NOT
the day of the month instead of the current week NULL
day:
• Y = Import will occur one day per month.
• N = Import will occur on a daily/weekly basis.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
269
 All Tables
Import_Rule

Name Description Data Type Keys and

NULL
Option
OverwriteEnabled Indicates whether a contact table that already exists DBCHAR NOT
should be overwritten: NULL
• Y = Yes, overwrite
• N = = No, append to.

RenameEnabled Valid options include: DBCHAR NOT

NULL
• Y = The import file must be renamed after it
is imported; otherwise, it will be deleted.
• N = The import file need not be renamed.

RenameMaxVersions The number of import tile versions that are DBSMALLINT NOT
maintained. After an import file is imported, its name NULL
can be appended with a .001 through .nnn.

SPPostImportEnabled Not in use.

SPPreImportEnabled Not in use.

SaturdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Saturday: NULL
• Y = Perform import every Saturday.
• N = Do not perform import every Saturday.

ScheduleStartHours The hour at which the import should start. Hours are DBINT NOT
in 24-hour format and are based on Central NULL
Controller time.

ScheduleStartMinutes The minute at which the import should start, based DBINT NOT
on Central Controller time. NULL

SundayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Sunday: NULL
• Y = Perform import every Sunday.
• N = Do not perform import every Sunday.

ThursdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Thursday: NULL
• Y = Perform import every Thursday.
• N = Do not perform import every Thursday.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
270
 All Tables
Import_Rule_Clause

Name Description Data Type Keys and

NULL
Option
TuesdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Tuesday: NULL
• Y = Perform import every Tuesday.
• N = Do not perform import every Tuesday.

WednesdayEnabled Flag that indicates if this import should be performed DBCHAR NOT
every Wednesday: NULL
• Y = Perform import every Wednesday.
• N = Do not perform import every Wednesday.

Import_Rule_Clause
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Defines the portions of an import list to be imported by the Blended Agent Import Rule process. Use the
Blended Agent Configuration option within Unified ICM Configuration Manager to modify Import_Rule_Clause
records.

Note If Outbound Option was not selected during setup, this table will contain no data.

Related Table
Import_Rule, on page 267 (via ImportRuleID)

Table 213: Indexes for Import_Rule_Clause Table

index_name index_description index_keys

XPKImport_Rule_Clause clustered, unique, primary key located ImportRuleID, SequenceNumber

on PRIMARY

Table 214: Fields in Import_Rule_Clause Table

Name Description Data Type Keys and

NULL
Option
DecimalPlaces Indicates how many positions after the decimal DBINT NOT
point. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
271
 All Tables
Import_Rule_Clause

Name Description Data Type Keys and

NULL
Option
FieldName The name of the column within the contact table into varchar(64) NOT
which the corresponding field within the import file NULL
will be inserted.

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

ImportRuleID The import rule to which this clause belongs. DBINT PK, FK
NOT
NULLNULL
IndexColumnEnabled Valid options include: DBCHAR NOT
NULL
• Y = Index will be created on this column.
• N = Index will not be created on this column.

Length The length of the column. DBINT NOT

NULL
NullEnabled Valid options include: DBCHAR NOT
NULL
• Y = Column allows a NULL entry.
• N = Column does not allow NULL values.

SequenceNumber The index for clauses within a given import rule. DBINT PK NOT
NULL
StandardColumnType The name of a Blended Agent standard column to DBINT NULL
which this field will default.

Type The data type of the column. DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
272
 All Tables
Import_Rule_History

Import_Rule_History
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
It gets populated on central and HDS databases. This table contains the history of every Blended Agent import
and shows how many records have succeeded and failed.
Related Table
Import_Rule, on page 267 (via ImportRuleID)

Table 215: Indexes for Import_Rule_History Table

index_name index_description index_keys

XAK1Import_Rule_History Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKImport_Rule_History Clustered, unique, primary key located StartDateTime, ImportRuleID, TimeZone

on PRIMARY

Table 216: Fields in Import_Rule_History Table

Name Description Data Type Keys and

NULL
Option
BadRecords The number of records that had errors while DBINT NOT
importing. NULL

EndDateTime The date and time when the import was finished. DBDATETIME NOT
NULL
GoodRecords The number of records successfully imported so far. DBINT NOT
NULL
ListImportType 0 = Append, 1 = Overwrite DBINT NULL

ImportType 1 = Contact List, 2 = Do Not Call List DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

ImportedToDialingListCount Number of records which were imported to DBINT NULL

DialingLists. This number may be larger than the
number of records in the import if this import list is
associated with more than one campaign query rule.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
273
 All Tables
Import_Rule_Real_Time

Name Description Data Type Keys and

NULL
Option
ImportRuleID The current active import. DBINT PK, FK
NOT
NULL
RecoveryKey A value used internally by the system software to DBFLT8 AK-1 NOT
track virtual time. NULL

StartDateTime The date and time when the import was started. DBDATETIME PK NOT
NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TotalRecords The total number of records contained in the import DBINT NOT
file. NULL

UnmatchedRegionPrefixCount Number of records which did not match any of the DBINT NULL
existing region prefixes, thus getting the default
campaign time zone.

Import_Rule_Real_Time
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Local database only.
Contains the name and current status of the import list that is currently being generated by the Blended Agent
Import Rule process.
Related Table
Import_Rule, on page 267 (via ImportRuleID)

Table 217: Indexes for Import_Rule_Real_Time Table

index_name index_description index_keys

XPKImport_Rule_Real_Time clustered, unique, primary key located ImportRuleID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
274
 All Tables
Import_Schedule

Table 218: Fields in Import_Rule_Real_Time Table

Name Description Data Type Keys and

NULL
Option
BadRecords The number of records that had errors while being DBINT NULL
imported. (Note: A new-line character with a space
character can result in a bad record. For example, if
you enter 10 customer records into a text file and
then press the Enter key after the 10th record, an
11th "bad record" is created by this process.)

DateTime The date and time when the import was changed. DBDATETIME NOT
NULL
DateTimeStart The date and time at which this import was started. DBDATETIME NULL

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

GoodRecords The number of records successfully imported so far. DBINT NULL

ImportRuleID The current active import. DBINT PK, FK

NOT
NULL
Status The real-time import status: 380, Import Begin; 385, DBINT NULL
Import Update; 420, Import End; 430, DNC Begin;
450 DNC End.

TotalRecords A count of all records within an import file. DBINT NULL

Import_Schedule
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Defines a command that the system software executes periodically to import data into a schedule. Use the
Workforce Management Integration System to schedule import operations.
Related Tables
Schedule, on page 415 (via ScheduleID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
275
 All Tables
Label

Table 219: Indexes for Import_Schedule Table

index_name index_description index_keys

XIE1Import_Schedule nonclustered located on PRIMARY ScheduleID

XPKImport_Schedule clustered, unique, primary key located ImportScheduleID

on PRIMARY

Table 220: Fields in Import_Schedule Table

Name Description Data Type Keys and

NULL
Option
AtCommand The command the system software executes to varchar(255) NOT
import the data. NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the schedule import. DESCRIPTION NULL

ImportScheduleID A unique identifier for the Import Schedule record. DBINT PK NOT
NULL
ScheduleID Identifies the Schedule for which the data is DBINT FK NOT
imported. NULL

WorkstationName The host name of the workstation from which the VNAME32 NOT
system software imports schedule data. NULL

Label
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Device,
on page 591.
Defines the label that is sent to the routing client for each Network Target value. Use the Unified ICM
Configuration Manager to add, update, and delete Label records.
Related Tables
Customer_Definition, on page 203 (via CustomerDefinitionID)
Dialed_Number, on page 210 (via LabelID)
Dialed_Number_Label, on page 212(via LabelID)
Network_Target, on page 302(via NetworkTargetID)
Network_Vru, on page 308 (via LabelID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
276
 All Tables
Label

Routing_Client, on page 403 (via RoutingClientID)

Table 221: Indexes for Label Table

index_name index_description index_keys

XAK1Label nonclustered, unique, unique key RoutingClientID, Label

located on PRIMARY

XIE1Label nonclustered located on PRIMARY CustomerDefinitionID

XPKLabel clustered, unique, primary key located LabelID

on PRIMARY

Table 222: Fields in Label Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

CustomerDefinitionID Identifies the customer associated with the label. DBINT FK, IE-1
NULL
DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the label. DESCRIPTION NULL

ICRInstanceID For network VRU labels with multiple NAMs, this DBINT FK NULL
field contains a foreign key to identify the Network
Applications Manager (NAM) instance for which
the label is valid.

Label The label to be returned to the routing client. VNAME32 AK-1 NOT
NULL
LabelID Unique identifier for this label. DBINT PK NOT
NULL
LabelType The type of the label. For the list of values, see DBSMALLINT NOT
LabelType Fields, on page 628. NULL

NetworkTargetID Foreign key from the Network Target table. Each DBINT FK NULL
label maps to one and only one network target.

RoutingClientID Identifies the routing client that can receive this DBSMALLINT AK-1, FK
label. NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
277
 All Tables
Logger_Admin

Logger_Admin
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
It gets populated on central and HDS databases. This table contains one record of information for each
administrative task the system software applies to the central database. Specifically, this table tracks Purges
and Update Statistics operations. These operations are run automatically as scheduled jobs.

Table 223: Indexes for Logger_Admin Table

index_name index_description index_keys

XAK1Logger_Admin Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Logger_Admin Nonclustered located on PRIMARY TableName, ScheduledAt, FunctionName

XIE2Logger_Admin Nonclustered located on PRIMARY DateTime

XPKLogger_Admin Clustered, unique, primary key located RecoveryKey

on PRIMARY

Table 224: Fields in Logger_Admin Table

Name Description Data Type Keys and

NULL
Option
DateTime The date and time at which the scheduled job was DBDATETIME IE-2 NOT
submitted. NULL

EndTime Time at which the operation completed. DBDATETIME NULL

FromRecoveryKey For a Purge operation, the recovery key of the DBFLT8 NULL
earliest record purged.

FunctionName The operation performed; for example, Purge. VNAME32 IE-1 NOT
NULL
RecoveryKey A value used internally by the system software to DBFLT8 PK, AK-1
track the time that the record is created. NOT
NULL
Retain For a Purge operation, the number of days records DBINT NULL
are retained. Records older than this are deleted in
the Purge.

RowsPurged For a purge operation, the number of rows purged. DBINT NULL

ScheduledAt Date and time the scheduled job was executed. DBDATETIME IE-1 NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
278
 All Tables
Logger_Meters

Name Description Data Type Keys and

NULL
Option
StartTime Time at which the operation started. DBDATETIME NULL

TableName The name of the database table on which the VNAME32 IE-1 NOT
operation was performed. NULL

ToRecoveryKey For a Purge operation, the recovery key of the most DBFLT8 NULL
recent record purged.

Logger_Meters
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Central database only.
Contains performance information about the Logger process. The Logger process on the Central Controller
creates a new Logger Meters row in the central database every five minutes.

Table 225: Indexes for Logger_Meters Table

index_name index_description index_keys

XAK1Logger_Meters nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XPKLogger_Meters clustered, unique, primary key located DateTime, TimeZone

on PRIMARY

Table 226: Fields in Logger_Meters Table

Name Description Data Type Keys and

NULL
Option
ConfigMessagesTo5 The number of configuration changes written during DBINT NOT
the five-minute interval. NULL

DataMessagesTo5 Number of data messages received in the five-minute DBINT NOT

interval. NULL

DataPagesAllocated Number of data pages allocated. DBFLT8 NOT

NULL
DataPagesUsed Number of data pages used. DBFLT8 NOT
NULL
DateTime Record timestamp (unique). DBSMALLDATE PK NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
279
 All Tables
Logger_Type

Name Description Data Type Keys and

NULL
Option
EMSMessagesTo5 Number of EMS messages received in the DBINT NOT
five-minute interval. NULL

FiveMinuteHistoryTo5 Total number of five-minute records written during DBINT NOT

the five-minute interval. NULL

HalfHourHistoryTo5 Total number of half-hour records written during DBINT NOT

the five-minute interval. NULL

LogPagesAllocated Number of log pages allocated. DBFLT8 NOT

NULL
LogPagesUsed Number of log pages used. DBFLT8 NULL

MDSMessagesTo5 Number of MDS messages received in the DBINT NOT

five-minute interval. NULL

MessageTimeTo5 Time spent processing messages in the five-minute DBINT NOT

interval, in milliseconds. NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

RouteCallDetailTo5 Number of Route Call Detail rows written during DBINT NOT
the five-minute interval. NULL

TerminationCallDetailTo5 Number of Termination Call Detail rows written DBINT NOT

during the five-minute interval. NULL

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Logger_Type
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Identifies the Logger type (that is, standard, Customer ICM (CICM), or Network Applications Manager
(NAM)).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
280
 All Tables
Logical_Interface_Controller

Table 227: Fields in Logger_Type Table

Name Description Data Type Keys and

NULL
Option
LoggerType The type of Logger: DBINT NOT
NULL
• 1 =Standard
• 2 = CICM
• 3= NAM

Logical_Interface_Controller
This table is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page
659.
Each row corresponds to a (possibly duplexed) Network Interface Controller (NIC) or Peripheral Gateway
(PG). A duplexed NIC has two entries in the Physical Interface Controller table and a single entry in the
Logical Interface Controller table. Use Unified ICM Configuration Manager to add, update, and delete
Logical_Interface_Controller records.
Related Tables
Network_Trunk_Group, on page 303 (via LogicalControllerID)
Peripheral, on page 317 (via LogicalControllerID)
Physical_Interface_Controller, on page 336 (via LogicalControllerID)
Routing_Client, on page 403(via LogicalControllerID)
Service_Array, on page 442 (via LogicalControllerID)
Translation_Route, on page 559 (via LogicalControllerID)

Table 228: Indexes for Logical_Interface_Controller Table

index_name index_description index_keys

XAK1Logical_Interface_Controll nonclustered, unique, unique key located EnterpriseName

on PRIMARY

XPKLogical_Interface_Controlle clustered, unique, primary key located LogicalControllerID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
281
 All Tables
Logical_Interface_Controller

Table 229: Fields in Logical_Interface_Controller Table

Name Description Data Type Keys and

NULL
Option
ACDTimeEnabled Indicate pg to generate all peripheral related DBCHAR NOT
historical data based on the ACD time. Default: 'N' NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

ClientType The type of client the controller provides the DBSMALLINT NOT
interface for. NULL

ConfigParam String containing information, such as logon varchar(255) NULL

information, specific to the interface controller
device. For example: -rtuser UserName -rtpswd
Password

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Additional information about the controller. DESCRIPTION NULL

EnterpriseName An enterprise name for the controller. This name VNAME32 AK-1 NOT
must be unique for all logical controllers in the NULL
enterprise.

HistoricalReportingInterval The value indicates PG to calculate historical data DBINT YES

at that interval. Default: 30

LogicalControllerID Unique identifier for this logical controller. DBSMALLINT PK NOT

NULL
LogicalControllerType The Interface Controller type: DBSMALLINT NOT
NULL
• 2 = PG
• 3 = NIC

PrimaryCtiAddress The address for CTI Server as IP:port (either in varchar(32) NULL
dotted-numeric or name format).

SecondaryCtiAddress The address for the backup CTI Server as IP:port varchar(32) NULL
(either in dotted-numeric or name format)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
282
 All Tables
Location

Location

Note This section is applicable only for Packaged CCE feature.

Each record in this table represents a location.

Related Tables
• Location_Member, on page 283 (through LocationID)

Table 230: Indexes for Location Table

index_name index_description index_keys

XPKLocation Primary key LocationID

Table 231: Fields in Location Table

Name Description Data Type Keys and NULL Option

LocationID Unique identifier of this location. DBINT PK

NOT NULL

LocationName Name of the location. This value need not be unique since location VARCHAR(64) NOT NULL
information are fetched from multiple Unified CM clusters and location
names can be duplicated across clusters.

Description Extra information about the location. DESCRIPTION NULL

UCMPrimaryKey Primary Key ID of the location that is fetched from the Unified CM. VARCHAR(128) NOT NULL

LocationCode Location code which can be used as (prefix or suffix) for Routing VARCHAR(16) NULL
Pattern.

ChangeStamp Incremented when the record is changed in the central database. CHANGESTAMP NOT NULL

DateTimeStamp Records the date and time when a record is added/updated. DBDATETIME NULL

Location_Member

Note This section is applicable only for Packaged CCE feature.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
283
 All Tables
Machine_Address

This table contains a set of associations between machine hosts and locations. Depending on the context the
machine host may refer to a remote site or it may refer to a peripheral/device (gateway) that is a part of the
peripheral set.

Related Tables
• Location, on page 283 (through LocationID)
• Machine_Host, on page 285 (through MachineHostID)

Table 232: Indexes for Location_Member Table

index_name index_description index_keys

XPKLocation_Member Primary key LocationID, SequenceNumber

Table 233: Fields in Location_Member Table

Name Description Data Keys and NULL Option

Type

LocationID Location to which the Machine_Host record is associated. DBINT PK, FK

NOT NULL

SequenceNumber Incremented for every unique Location and Machine Host. DBINT PK
NOT NULL

MachineHostID Depending on the MachineType value, MachineHostID may refer to one of the DBINT FK
following:
NULL
• UCM PUBLISHER
Remote site (datacenter)
Gateway

MachineType Type to indicate whether MachineHostID refers to a remote site or device. DBINT NOT NULL

Machine_Address
This table contains network addresses of the hosts. It is a separate table because a host may have multiple
network address (for example, public, private). The parent is the Machine_Host table.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
284
 All Tables
Machine_Connection_Profile

Table 234: Fields in Machine_Address Table

Name Description Data Type Keys and

NULL
Option
Address The connection address (either the IP address or the varchar(256) NOT
hostname). NULL

AddressType The type of address. DBINIT NOT

NULL
Valid values are:
• 1 = Public
• 2 = Private

MachineAddressID The database ID of the row. This is needed for the DBINT NOT
Machine_Service table. NULL

MachineHostID The foreign key to the Machine_Host table. DBINT NOT

NULL

Machine_Connection_Profile
This table is reserved for future use.

Machine_Host
This table contains information about the host. The table stores both VM Host and Virtual Machine information.
Login information is stored in the Machine_Services table as a machine may support more than one service,
each with different authentication credentials.

Table 235: Fields in Machine_Host Table

Name Description Data Type Keys and

NULL
Option
AutoGenerated Whether the record was autogenerated by the system. DBCHAR NOT NULL
Once a user modifies a record, the value is set to False
('N').

ChangeStamp The change stamp, which is updated every time the CHANGESTAMP NOT NULL
Machine_Host or related Machine_Service rows are
created or modified.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description The description DESCRIPTION NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
285
 All Tables
Machine_Host

Name Description Data Type Keys and

NULL
Option
HostName The host name varchar(256) NULL

MachineHostID The database ID of the row. DBINT NOT NULL

MachineName The external name of the machine. If the machine is varchar(256) NOT NULL
a VM, this would be the VM name.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
286
 All Tables
Machine_Host

Name Description Data Type Keys and

NULL
Option
MachineType DBINT NOT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
287
 All Tables
Machine_Host

Name Description Data Type Keys and

NULL
Option
The type of the host machine; for example, VM Host,
CVP, CVP Reporting Server, Gateway, etc.
Valid values are:
• 1 = VM Host (ESXi Server)
• 2 = Unified CCE Data Server
• 3 = Unified CCE Call Server
• 4 = Unified CVP
• 5 = Unified CM (unknown type)
• 6 = Unified CM Publisher
• 7 = Unified CM Subscriber
• 8 = Unified CVP Reporting Server
• 9 = Coresident Unified IC, Live Data, and Identity
Service Publisher
• 10 = Coresident Unified IC, Live Data, and
Identity Service Subscriber
• 11 = Unified CVP Operations Console Server
• 12 = Finesse
• 13 = Gateway
• 14 = External SocialMiner
• 15 = External Unified CM Publisher
• 16 = External Unified CM Subscriber
• 17 = External CVP Reporting Server
• 18 = External CCE HDS
• 19 = External Media Sense
• 20 = External Enterprise Chat and Email
• 21 = External Third Party Multichannel
• 22 = Unified CCE Router
• 23 = Unified CCE Peripheral Gateway
• 24 = Unified CCE LiveData Server
• 25 = Unified CCE Primary AW
• 26 = Unified CCE Secondary AW

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
288
 All Tables
Machine_Host

Name Description Data Type Keys and

NULL
Option
• 27 = Unified CCE Progger
• 28 = Unified CCE AW
• 29 = Unified CCE Rogger
• 30 = Enterprise Chat and Email
• 31 = Identity Server Publisher
• 32 = Identity Server Subscriber
• 33 = Finesse Primary
• 34 = Finesse Secondary
• 35 = Standalone Unified IC Publisher1
• 36 = Standalone Unified IC Subscriber
• 37 = Cisco Virtualized Voice Browser
• 38 = Data Center
• 39 = Unified CCE Peripheral Gateway for the
remote Data Center
• 40 = Unified CVP for the remote Data Center
• 41 = Finesse Primary for the remote Data Center
• 42 = Finesse Secondary for the remote Data
Center
• 43 = External Unified CVP Reporting server for
remote Data Center
• 44 = External SocialMiner for remote Data Center
• 45 = External ECE for remote Data Center
• 46 = External third-party multichannel for remote
Data Center
• 47 = External CUSP
• 48 = External CUSP for remote Data Center
• 49 = External Cisco Virtualized Voice Browser
for remote Data Center
• 50 = External gateway for remote Data Center
• 51 = ECE Web Server
• 52 = ECE Web Server for remote Data Center

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
289
 All Tables
Machine_Service

Name Description Data Type Keys and

NULL
Option
• 53 = CCE Logger (For PCCE deployments)
• 55 = External Media Server (For PCCE
deployments)
• 56 = DC_External_Media Server (For PCCE
deployments)

VMHostID If the machine is a VM, this is a pointer to the VM DBINT NULL

host.

VMInstanceUuid If the machine is a VM, this is the instance UUID. If varchar(64) NULL
the machine is not a VM, this is set to null.

ECE_WEB_SERVER

DC_ECE_WEB_SERVER
1
PCCE deployments support Coresident Unified IC Publisher and Coresident Unified IC Subscriber only.

Machine_Service
This table stores connection information for each service running on a host. The parent is Machine_Host.

Table 236: Fields in Machine_Service Table

Name Description Data Type Keys and

NULL
Option
AutoGenerated Whether the record was autogenerated by the system. DBCHAR NOT
Once a user modifies a record, the value is set to NULL
False ('N').

Description The description. DESCRIPTION NULL

EnablePassword An optional encrypted password required for some encrypted(varbinary(255)) NULL

Gateway operations.

MachineAddressID The Service IP Address (foreign key to the DBINT NOT

Machine_Address table). NULL

MachineConnectionProfileID The foreign key to the Machine_Connection_Profile DBINT NULL

table.

MachineHostID The parent of the table (foreign key to the DBINT NOT
Machine_Host table). NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
290
 All Tables
Machine_Service

Name Description Data Type Keys and

NULL
Option
MachineServiceID The database ID of the row. DBINT NOT
NULL

OutOfSyncTimestamp Indicates whether the service is configured correctly DBDATETIME Optional(NULL)

or not. If the column contains any timestamp, it
indicates that the service is currently out-of-sync'
and it requires retrial for configuration sync.
The timestamp can optionally be used to notify the
exact time when the service went 'out-of-sync'.
Note This table is not applicable for Unified
CCE.

Pairing Used to match services paired with one or more varchar(128) NULL
peers. ServiceType entries with the same Pairing
values are associated with each other and identify
alternate service paths for various failure conditions.

Password An optional encrypted password required to connect encrypted(varbinary(255)) NULL

to a service.

ServicePort The service port (inull means use default). DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
291
 All Tables
Machine_Service

Name Description Data Type Keys and

NULL
Option
ServiceType DBINT NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
292
 All Tables
Machine_Service

Name Description Data Type Keys and

NULL
Option
The machine service type.
Valid values are:
• 1 = Peripheral Gateway TIP
• 2 = Router TIP
• 3 = LiveData Active MQ
• 4 = Peripheral Gateway TIP TOS
• 5 = Router TIP TOS
• 6 = LiveData Storm DRPC
• 7 = LiveData Socket.IO
• 8 = LiveData Web Service Rest API
• 9 = LiveData Cassandra
• 10 = Administration & Data Server (AW) Rest
API
• 11 = Media Routing Peripheral Gateway
Connection
• 12 = Voice Response Unit Connection
• 13 = Unified Communications Manager
Connection
• 1000 = ESXi
• 1002 = AXL
• 1003 = Diagnostic Portal
• 1004 = ISE Authentication
• 1005 = Gateway
• 1006 = Management Link
• 1007 = Administration
• 1008 = SocialMiner REST API
• 1009 = Media Routing Peripheral Gateway A
• 1010 = Media Routing Peripheral Gateway B
• 1011 = Principal AW
• 1012 = Context Service
• 1013 = Identity Server

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
293
 All Tables
Master_Script

Name Description Data Type Keys and

NULL
Option
• 1014 = Publisher/Primary Machine IP Address
• 1015 = Identity Server Primary Machine IP
Address
• 1016 = Identity Server Secondary Machine IP
Address
• 1017 = Cisco Virtualized Voice Browser IP
Address
• 1018 = Data Center IP Address
• 1019 = Either Side A or Side B of a Machine.
• 1020 = CVP Machine side A or Side B.
• 1021= CVP Message Bus information.
• 1022= CVP Backup Server
• 1023=FTP_Credential (For PCCE
deployments)
• 1024 = Principal VVB (For PCCE
deployments)

ServiceUri The uri to service for Web-based services. varchar(255) NULL

UserName An optional user name required to connect to a varchar(255) NULL

service.

Master_Script
This table is in the Script category (see Script, on page 602). For database rules, see Script Tables, on page
663.
Each row identifies a routing script or an administrative script. Each master script might have several versions.
Information about each version is stored in the Script table. A new Master_Script record is created whenever
you save a script with a new name in the Script Editor.
Related Tables
Admin_Script_Schedule_Map, on page 14 (via MasterScriptID)
Customer_Definition, on page 203(via CustomerDefinitionID)
Business_Entity, on page 101 (via EntityID)
Call_Type_Map, on page 125 (via MasterScriptID)
Call_Type_Real_Time, on page 138 (via MasterScriptID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
294
 All Tables
Master_Script

Script, on page 428 (via MasterScriptID)

Table 237: Indexes for Master_Script Table

index_name index_description index_keys

XIE1Master_Script Nonclustered index located on DateTimeStamp

PRIMARY

XAK1Master_Script nonclustered, unique, unique key located CustomerIdShadow, EntityID, EnterpriseName

on PRIMARY

XPKMaster_Script clustered, unique, primary key located MasterScriptID

on PRIMARY

Table 238: Fields in Master_Script Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

CurrentVersion Specifies the version of the script that is currently DBINT NOT
available for use. NULL

CustomerDefinitionID Identifies the customer definition associated with DBINT FK NULL

the script.

CustomerIdShadow A "shadow" CustomerDefinitionID that allows DBINT AK-1 NOT

multiple scripts with the same EnterpriseName and NULL
different customer numbers.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the script. DESCRIPTION NULL

EnterpriseName An enterprise name for the master script. The name varchar(64) AK-1 NOT
must be unique among all master scripts within the NULL
business entity.

EntityID If partitioning is enabled, indicates the business DBINT AK-1, FK

entity to which the master script belongs. NOT
NULL
MasterScriptID Unique identifier for this master script. DBINT PK NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
295
 All Tables
Media_Class

Name Description Data Type Keys and

NULL
Option
NextAvailableVersion The next version number available for the script. DBINT NOT
NULL
ScriptType Indicates whether the script is a routing script or an DBSMALLINT NOT
administrative script. NULL

Media_Class
This table is part of the Media Routing category (see Media Routing, on page 596). For database rules, see
Media Routing Tables, on page 661.
Information in this table defines a type of media class. This table is populated initially with default media
classes.
Related Table
Media_Routing_Domain, on page 297 table via the MediaClassID field.

Table 239: Indexes for Media_Class Table

index_name index_description index_keys

XAK1Media_Class nonclustered, unique, unique key located EnterpriseName

on PRIMARY

XPKMedia_Class clustered, unique, primary key located MediaClassID

on PRIMARY

Table 240: Fields in Media_Class Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about this media class. DESCRIPTION NULL

EnterpriseName A unique name for this media class. VNAME32 AK-1 NOT
NULL
MaxTaskDuration The maximum time a task can be active for an agent. DBINT NOT
Default: 28800 NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
296
 All Tables
Media_Routing_Domain

Name Description Data Type Keys and

NULL
Option
MediaClassID A unique identifier for a media class. DBINT PK NOT
NULL
TaskLife If the connection between the Agent PG and the DBINT NOT
Application Instance drops for more than the NULL
TaskLife timeout period, the task is terminated.
Default: 1: 1200; 2: 1200; 3: 1200; 4: 300; 5: 300

TaskStartTimeout After a task is routed to an agent, the Application DBINT NOT

Instance must send either an Offer Task or Start Task NULL
message within the specified TaskStartTimeout. If
the TaskStartTimeout expires, the task is marked as
abandoned before offered. Default: 30

Media_Routing_Domain
This table is part of the Media Routing category (see Media Routing, on page 596). For database rules, see
Media Routing Tables, on page 661.
It describes a single implementation of a media class. For example, a media class such as Cisco single-session
chat might have one or more Media Routing Domains (MRDs) defined. These MRDs would all be of the
same media class. However, they might be on different servers or handle slightly different types of requests
(for example, English single-session chat and Spanish single-session chat).
Related Tables
Media_Class, on page 296 (via MediaClassID)
Application_Path_Member, on page 88(via MRDomainID)
Skill_Group, on page 480 (via MRDomainID)
Agent_State_Trace, on page 63 (via MRDomainID)
Agent_Event_Detail, on page 27 (via MRDomainID)
Service, on page 439 (via MRDomainID)
Agent_Real_Time, on page 37 (via MRDomainID)
Agent_Logout, on page 35 (via MRDomainID)
Termination_Call_Detail, on page 540 (via MRDomainID)
Peripheral_Real_Time, on page 326(via MRDomainID)
Peripheral_Default_Route, on page 321 (via MRDomainID)
Dialed_Number, on page 210 (via MRDomainID)
Service_Level_Threshold, on page 459 (via MRDomainID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
297
 All Tables
Media_Routing_Domain

Note • Media Routing Domain and Device Data: Each Media Routing Domain maps to zero one or more
Peripheral Half Hour and Peripheral Real Time rows, Peripheral Default Routes, and Dialed
Numbers. Each Peripheral Half Hour and Real Time row, each Peripheral Default Route, and each
Dialed Number maps to exactly one Media Routing Domain.
• Media Routing Domain and Skill Target Data: Each Media Routing Domain maps to zero one or
more Skill Groups, Agent State Trace rows, Agent Half Hour rows, Services, Agent Real Time
rows, Agent Logout rows, and Termination Call Detail rows. Each Skill Group, Agent State Trace
row, Agent Half Hour row, Service, Agent Real Time row, Agent Logout row, and Termination
Call Detail row maps to exactly one Media Routing Domain.

Table 241: Indexes for Media_Routing_Domain Table

index_name index_description index_keys

XAK1Media_Routing_Domain clustered, unique, unique key located on EnterpriseName

PRIMARY

XPKMedia_Routing_Domain nonclustered, unique, primary key MRDomainID

located on PRIMARY

Table 242: Fields in Media_Routing_Domain Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about this media routing DESCRIPTION NULL

domain.

EnterpriseName A unique name for this media class. Initially, the VNAME32 AK-1 NOT
EnterpriseName is set to Cisco_Voice. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
298
 All Tables
Media_Routing_Domain

Name Description Data Type Keys and

NULL
Option
Interruptible Specifies whether or not a task can be interrupted DBCHAR NOT
by another task: NULL
• Y = Task can be interrupted.
• N = Task cannot be interrupted.

Note If you change the MRD from interruptible

to non-interruptible or vice versa, the
change takes effect once the agent logs
out and then logs back in on that media
routing domain.

MaxCallsInQueue The maximum number of calls allowed to be in DBINT NULL

queue for the selected MRDomainID. Default is
NULL.

MaxCallsInQueuePerCallType The maximum number of calls allowed to be in DBINT NULL

queue for a call type of the selected MRDomainID.
Default is NULL.

MaxTaskDuration The maximum time a task can be associated with an DBINT NULL
agent.

MaxTimeInQueue The maximum number of seconds a call is allowed DBINT NULL

to be in a queue for the selected MRDomainID.
Default is NULL.

MediaClassID A unique identifier for a media class. DBINT FK NOT

NULL
MRDomainID Unique identifier for this media routing domain. DBINT PK NOT
Initially, the MRDomainID is set to 1. NULL

ServiceLevelThreshold The default value of the ServiceLevelThreshold field DBINT NOT

for services associated with this MRD. NULL

ServiceLevelType The default value for the ServiceLevelType field for DBSMALLINT NOT
each service associated with this MRD. This NULL
indicates how the system software calculates the
service level.

TaskLife If the connection between the Agent PG and the DBINT NULL
Application Instance drops for more than the
TaskLife timeout period, the task is terminated. The
default value is 300 seconds.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
299
 All Tables
Network_Event_Detail

Name Description Data Type Keys and

NULL
Option
TaskStartTimeout After a task is routed to an agent, the Application DBINT NULL
Instance must send either an Offer Task or Start Task
message within the specified TaskStartTimeout. If
the TaskStartTimeout expires, the task is marked as
abandoned before offered.

Network_Event_Detail
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Device,
on page 591.
Provides carrier network events associated with calls processed by a Network Applications Manager (NAM).
The data in this table includes events related to all call legs that happen under the control of the NIC. This
includes the incoming call leg, any temporary call legs (IVR sessions under NIC control), and all outgoing
call legs.
This table can become very large. Running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract the data from the HDS into your own custom database
on a separate server (one that is not used for other Unified ICM/Unified CCE components). Use only
DBDateTime (date and time of the record that was written to the HDS database) to perform the extraction.
The table on the custom database can be indexed according to the custom reporting needs.

Table 243: Indexes for Network_Event_Detail Table

index_name index_description index_keys

XAK1Network_Event_Detail clustered, unique, unique key located on RecoveryKey

PRIMARY

XIE1Network_Event_Detail nonclustered located on PRIMARY DateTime

Table 244: Fields in Network_Event_Detail Table

Name Description Data Type Keys and

NULL
Option
CallLegID The LegID identifies the calling party the event DBSMALLINT NOT
pertains to. LegIDs are typically numbered starting NULL
with 1 (for example: LegID1 = Calling Party) and
incremented for the next party (agents are typically
LegID2).

DateTime Timestamp of receipt of event at the NIC (in UTC).. DBDATETIME NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
300
 All Tables
Network_Event_Detail

Name Description Data Type Keys and

NULL
Option
Duration The duration is written for DBINT NULL
DISCONNECT/UNKNOWN events. Unless an error
occurs, the Disconnect event will be written with
the duration. If the call ends for a reason other than
Disconnect event (e.g. - network aborts call), an
Unknown event will be written with the duration.

Event Valid values are: DBSMALLINT NULL

• 1 = RouteSelectFailure
• 2 = CallPartyBusy
• 3= NoAnswer
• 4 = Answer
• 5 = Abandon
• 6 = Disconnect
• 7 = Unknown

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

RouterCallKey Used with RouterCallKeyDay and DBINT NOT

RouterCallKeySequenceNumber to identify the NULL
Route_Call_Detail record. This value forms the
unique portion of the 64-bit key for the call. The
system software resets this counter at midnight.

RouterCallKeyDay Used with the RouterCallKey and DBINT NOT

RouterCallKeySequenceNumber to identify the NULL
related Route_Call_Detail record. Together with
RouterCallKey, the RouterCallKeyDay value forms
a unique 64-bit key for the call. This field also
provide a link to the CustomerID via the
DialedNumberID in the Route_Call_Detail record.
This link can only be used if CustomerID and Dialed
Numbers are implemented on the NAM.

RouterCallKeySequenceNumber Currently set to zero (0). DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
301
 All Tables
Network_Target

Name Description Data Type Keys and

NULL
Option
TimeZone The Central Controller’s time zone for the date and DBINT NULL
time. The value is the offset in minutes from
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Value1 A value dependent upon the event and interface that DBINT NULL
provides additional reporting information. This
might contain a network-provided releaseCause (for
DISCONNECT), failureCause
(ROUTE_SELECT_FAILURE), etc.

Value2 Reserved for future use. varchar(128) NULL

Network_Target
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row identifies an announcement, a peripheral target, or a scheduled target.
The system software automatically maintains the Network_Target table when add or delete an announcement,
peripheral target, or scheduled target through Unified ICM Configuration Manager.
Related Tables
Announcement, on page 74 (via NetworkTargetID)
Label, on page 276 (via NetworkTargetID)
Network_Vru, on page 308(via NetworkTargetID)
Peripheral_Target, on page 332 (via NetworkTargetID)
Route_Call_Detail, on page 372 (via NetworkTargetID)
Scheduled_Target, on page 426 (via NetworkTargetID)
Termination_Call_Detail, on page 540 (via NetworkTargetID)

Table 245: Indexes for Network_Target Table

index_name index_description index_keys

XPKNetwork_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
302
 All Tables
Network_Trunk_Group

Table 246: Fields in Network_Target Table

Name Description Data Type Keys and

NULL
Option
NetworkTargetID Unique identifier for this target. DBINT PK NOT
NULL
NetworkTargetType Type of target: DBSMALLINT NOT
NULL
• 1 = Announcement
• 2 = Peripheral target
• 3 = Device target (deprecated)
• 4 = Network VRU Bank (Simplified Unified
CCE)
• 5 = Scheduled target

Network_Trunk_Group
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
Lists the trunk groups understood by the telephone network. A network trunk group may be the same as a
trunk group defined at a peripheral or it may be a combination of peripheral trunk groups.
Use Unified ICM Configuration Manager to create, update, and delete network trunk groups.
Related Tables
Logical_Interface_Controller, on page 281(via LogicalControllerID)
Network_Trunk_Group_Half_Hour, on page 304 (via NetworkTrunkGroupID)
Network_Trunk_Group_Real_Time, on page 306 (via NetworkTrunkGroupID)
Peripheral, on page 317 (via PeripheralID)
Peripheral_Target, on page 332 (via NetworkTrunkGroupID)
Trunk_Group, on page 563 (via NetworkTrunkGroupID)

Table 247: Indexes for Network_Trunk_Group Table

index_name index_description index_keys

XAK1Network_Trunk_Group nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIF126Network_Trunk_Group nonclustered located on PRIMARY LogicalControllerID

XPKNetwork_Trunk_Group clustered, unique, primary key located NetworkTrunkGroupID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
303
 All Tables
Network_Trunk_Group_Half_Hour

Table 248: Fields in Network_Trunk_Group Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the network trunk DESCRIPTION NULL

group.

EnterpriseName An enterprise name for the network trunk group. VNAME32 AK-1 NOT
This name must be unique among all network trunk NULL
groups in the enterprise.

LogicalControllerID Identifies the PG associated with the network trunk DBSMALLINT FK NOT
group. NULL

NetworkTrunkGroupID A unique identifier for the network trunk group. DBINT PK NOT
NULL

Network_Trunk_Group_Half_Hour
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
It gets populated on central and HDS databases and provides statistics for each network trunk group defined
in the system. These statistics are updated every 30 minutes.
The system software generates Network_Trunk_Group_Half_Hour records for each network trunk group.
Related Table
Network_Trunk_Group, on page 303 (via NetworkTrunkGroupID)

Table 249: Indexes for Network_Trunk_Group_Half_Hour Table

index_name index_description index_keys

XAK1Network_Trunk_Group_Half_H Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Network_Trunk_Group_Half_H Nonclustered located on PRIMARY DbDateTime

XPKNetwork_Trunk_Group_Half_Ho Clustered, unique, primary key located NetworkTrunkGroupID, DateTime, TimeZone

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
304
 All Tables
Network_Trunk_Group_Half_Hour

Table 250: Fields in Network_Trunk_Group_Half_Hour Table

Name Description Data Type Keys and

NULL
Option
AllTrunksBusyToHalf Total number of seconds for which all trunks in the DBINT NULL
network trunk group were busy simultaneously
during the half-hour interval.

CallsAbandonedToHalf Number of calls to the network trunk group that were DBINT NULL
abandoned during the half-hour interval.

CallsInToHalf Number of inbound calls offered to the network DBINT NULL

trunk group during the half-hour interval.

CallsOutToHalf Number of outbound calls sent on the network trunk DBINT NULL
group during the half-hour interval.

DateTime The date and time at the start of the half-hour DBSMALLDATE PK NOT
interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
are written to the HDS database. The logger database
has NULL for this column.

InServiceTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in service during the half-hour interval.

InUseInboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in use for inbound calls during the half-hour
interval.

InUseOutboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in use for outbound calls during the half-hour
interval.

NetworkTrunkGroupID Identifies the network trunk group. DBINT PK NOT

NULL
RecoveryDay Currently not used, set to zero (0). DBINT NOT
NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TrunksIdle Number of idle trunks in the network trunk group DBINT NULL
at the end of the half-hour interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
305
 All Tables
Network_Trunk_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
TrunksInService Number of in-service trunks in the network trunk DBINT NULL
group at the end of the half-hour interval.

Network_Trunk_Group_Real_Time
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
Local database only.
Provides real-time statistics for each network trunk group in the system.
The system software generates a Network_Trunk_Group_Real_Time record for each network trunk group.
Related Table
Network_Trunk_Group, on page 303 (via NetworkTrunkGroupID)

Table 251: Indexes for Network_Trunk_Group_Real_Time Table

index_name index_description index_keys

XPKNetwork_Trunk_Group_Real_Ti clustered, unique, primary key located NetworkTrunkGroupID

on PRIMARY

Table 252: Fields in Network_Trunk_Group_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AllTrunksBusyHalf Total number of seconds that all trunks in the DBINT NULL
network trunk group have been simultaneously busy
during the current half-hour interval.

AllTrunksBusyToday Total number of seconds that all trunks in the DBINT NULL
network trunk group have been simultaneously busy
since midnight.

CallsAbandonedHalf Number of calls to the network trunk group that were DBINT NULL
abandoned during the current half-hour interval.

CallsAbandonedToday Number of calls to the network trunk group that were DBINT NULL
abandoned since midnight.

CallsInHalf Number of inbound calls that have been received on DBINT NULL
the network trunk group during the current half-hour
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
306
 All Tables
Network_Trunk_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsInNow Number of inbound calls currently in progress on DBINT NULL
the network trunk group.

CallsInToday Number of inbound calls that have been received on DBINT NULL
the network trunk group since midnight.

CallsOutHalf Number of outbound calls that have been sent on DBINT NULL
the network trunk group during the current half-hour
interval.

CallsOutNow Number of outbound calls currently in progress on DBINT NULL

the network trunk group.

CallsOutToday Number of outbound calls that have been sent on DBINT NULL
the network trunk group since midnight.

DateTime The date and time at which the row was generated. DBDATETIME NOT
NULL
InServiceTimeHalf Aggregate number of seconds that trunks in the DBINT NULL
network trunk group have been in service during the
current half-hour interval.

InServiceTimeToday Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been in service since
midnight.

InUseInboundTimeHalf Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for inbound
calls during the current half-hour interval.

InUseInboundTimeToday Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for inbound
calls since midnight.

InUseOutboundTimeHalf Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for outbound
calls during the current half-hour interval.

InUseOutboundTimeToday Aggregate number of seconds that trunks in the DBINT NULL

network trunk group have been used for outbound
calls since midnight.

NetworkTrunkGroupID Identifies the network trunk group. DBINT PK, FK

NOT
NULL
TrunksIdle Number of trunks currently idle for the network DBINT NULL
trunk group.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
307
 All Tables
Network_Vru

Name Description Data Type Keys and

NULL
Option
TrunksInService Number of trunks currently in service for the DBINT NULL
network trunk group.

Network_Vru
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Contains one row for each network VRU. The system software can send a customer call to a network VRU.
Use Unified ICM Configuration Manager to create, modify, and delete Network VRU rows.

Related Tables
• Customer_Definition, on page 203 (through NetworkTargetID)
• ICR_Globals, on page 256
• Label, on page 276 (through LabelID)
• Network_Target, on page 302 (through NetworkTargetID)
• Network_Vru_Script, on page 310 (through NetworkTargetID)

Table 253: Indexes for Network_Vru Table

index_name index_description index_keys

XPKNetwork_Vru Primary key NetworkTargetID

XAK1Network_Vru Unique key EnterpriseName

Table 254: Fields in Network_Vru Table

Name Description Data Type Keys and

NULL
Option

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the network VRU. DESCRIPTION NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
308
 All Tables
Network_Vru_Bank

Name Description Data Type Keys and

NULL
Option

ECCPayloadID The unique ID of the ECC payload that is used for DBINT NULL
all messages to this Network VRU. If no value is
given, the Network VRU uses the Default ECC
payload.

EnterpriseName A name that is unique among all network VRUs in VNAME32 AK

the enterprise.
NOT
NULL

NetworkTargetID Foreign key from the Network Target table. DBINT PK, FK
NOT
NULL

Type The type of network VRU. Valid options are: 2, 3, DBINT NOT
5, 6, 7, and 8. (Types 1 and 4 are not implemented.) NULL
To see more on these values, see Network Vru Type,
on page 630.

Network_Vru_Bank
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
This table is mainly used for load-balancing calls across multiple IVRs. The trunk group capacity will be the
key to the selection of an IVR for queuing.
Related Tables
Customer_Definition, on page 203 (via CustomerDefinitionID)
Network_Vru, on page 308 (via NetworkTargetID)

Table 255: Indexes for Network_Vru_Bank Table

index_name index_description index_keys

XAK1Network_Vru_Bank nonclustered, unique, unique key located TrunkGroupID

on PRIMARY

XPKNetwork_Vru_Bank clustered, unique, primary key located NetworkTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
309
 All Tables
Network_Vru_Script

Table 256: Fields in Network_Vru_Bank Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

NetworkTargetID Unique identifier for the Network VRU member. DBINT PK, NOT
NULL
NetworkVruNetworkTargetID Foreign key from the Network Target table. This is DBINT FK, NOT
pointing at the type-9 Network VRU. NULL

TranslationRouteSkillTargetID Foreign key from Translation Route. DBINT NULL

TrunkGroupID Foreign key from the Trunk Group table. Indicates DBINT FK, NOT
the Trunk Group associated with this Network VRU NULL
member.

Network_Vru_Script
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row identifies a script used by a network VRU to handle a call. A VRU script is managed by the VRU
itself. It is not stored in the system database or directly managed by the system software. The system software
can only direct the VRU to run the script. You can configure a VRU script in the Unified ICM Configuration
Manager. You can then reference it in a routing script.
Related Tables
Customer_Definition, on page 203 (via CustomerDefinitionID)
Network_Vru, on page 308 (via NetworkTargetID)

Table 257: Indexes for Network_Vru_Script Table

index_name index_description index_keys

XAK1Network_VRU_Script nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XAK2Network_VRU_Script nonclustered, unique, unique key VruScriptName, NetworkTargetID

located on PRIMARY

XPKNetwork_VRU_Script clustered, unique, primary key located NetworkVruScriptID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
310
 All Tables
Network_Vru_Script

Table 258: Fields in Network_Vru_Script Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

ConfigParam An optional string that is sent to the VRU to varchar(255) NULL

initialize the script.

CustomerDefinitionID Identifies the customer definition associated with DBINT FK NULL

the script.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the script. DESCRIPTION NULL

EnterpriseName An enterprise name for the VRU script. This name VNAME32 AK-1 NOT
must be unique among all VRU scripts in the NULL
enterprise.

Interruptible Indicates whether the script can be interrupted (for DBCHAR NOT
example, if an agent becomes available to handle NULL
the call):
• Y = Interruptible
• N = Not interruptible

NetworkTargetID Identifies the network VRU associated with the DBINT AK-2, FK
script. NOT
NULL
NetworkVruScriptID A unique identifier the system software uses for the DBINT PK NOT
script. NULL

Overridable Indicates whether the VRU script itself can override DBCHAR NOT
its Interruptible flag: NULL
• Y = Yes, VRU script can override
• N= No, VRU script cannot override

Timeout Number of seconds for the system software to wait DBINT NOT
for a response from the routing client after directing NULL
it to run the script.

VruScriptName The name of the script on the VRU. varchar(40) AK-2 NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
311
 All Tables
Next_Available_Number

Next_Available_Number
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Each row identifies the next available unique integer ID value for a specific database table. The system software
automatically maintains the Next_Available_Number table.

Table 259: Indexes for Next_Available_Number Table

index_name index_description index_keys

XAK1Next_Available_Number nonclustered, unique, unique key located TableName

on PRIMARY

Table 260: Fields in Next_Available_Number Table

Name Description Data Type Keys and

NULL
Option
NextAvailableNumber The next available unique ID value for the table. DBINT NOT
NULL
TableName The name of the table associated with the row. varchar(30) AK-1 NOT
NULL

Object_Access_Xref
This table is in the Decurity category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Lists the access levels available for each object type.
Related Table
Object_List, on page 313 (via ObjectType)

Table 261: Indexes for Object_Access_Xref Table

index_name index_description index_keys

XAK1Object_Access_Xref nonclustered, unique, unique key AccessLevel, ObjectType

located on PRIMARY

XPKObject_Access_Xref clustered, unique, primary key located ObjectAccessXrefID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
312
 All Tables
Object_List

Table 262: Fields in Object_Access_Xref Table

Name Description Data Type Keys and

NULL
Option
AccessLevel Indicates an access level supported by the object DBINT AK-1 NOT
type. To see values. see Access Levels, on page 617. NULL

ObjectAccessXrefID A unique identifier for the record. DBINT PK NOT

NULL
ObjectType Identifies the object type. DBINT AK-1 NOT
NULL

Object_List
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Lists the objects that are available.
Related Tables
ClassID_To_ObjectType, on page 192 (via ObjectType)
Ids, on page 265 (via ObjectType)
Object_Access_Xref, on page 312 (via ObjectType)

Table 263: Indexes for Object_List Table

index_name index_description index_keys

XAK1Object_List nonclustered, unique, unique key Name

located on PRIMARY

XPKSecurity__Object clustered, unique, primary key located ObjectType

on PRIMARY

Table 264: Fields in Object_List Table

Name Description Data Type Keys and

NULL
Option
Description Additional information about the object. DESCRIPTION NULL

Name The name of the object. varchar(30) AK-1 NOT

NULL
ObjectType A unique identifier for the object type. DBINT PK NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
313
 All Tables
Object_Security

Object_Security
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Specifies the access level each user or group has to individual objects. The Primary Key (PK) is nonclustered.
The AlternateKey (AK) is clustered.
Related Tables
Ids, on page 265 (via ObjectType)
User_Group, on page 571 (via UserGroupName)

Table 265: Indexes for Object_Security Table

index_name index_description index_keys

XAK1Object_Security clustered, unique, unique key located UserGroupName, ObjectID, ObjectType

on PRIMARY

XIE1Object_Security nonclustered located on PRIMARY UserGroupName

XPKObject_Security nonclustered, unique, primary key ObjectSecurityID

located on PRIMARY

Table 266: Fields in Object_Security Table

Name Description Data Type Keys and

NULL
Option
AccessLevel Specifies the access level the group has to the object. DBINT NOT
To see values. see Access Levels, on page 617. NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

ObjectID Identifies the specific object. DBINT AK-1 NOT

NULL
ObjectSecurityID A unique identifier for the row. DBINT PK NOT
NULL
ObjectType Identifies the type of object. DBINT AK-1 NOT
NULL
UserGroupName Identifies the user group. varchar(64) AK-1, IE-1
NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
314
 All Tables
Person

Person
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Provides primary identification and authentication for all system users, including both agents and administrators.
Related Table
Agent, on page 16 (via PersonID)

Table 267: Indexes for Person Table

index_name index_description index_keys

XAK2Person nonclustered, unique, unique key LoginNameShadow

located on PRIMARY

XIE1Person nonclustered located on PRIMARY FirstName, LastName

XPKPerson clustered, unique, primary key located PersonID

on PRIMARY

Table 268: Fields in Person Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Incremented when the record is changed in the

central database.

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about this person. DESCRIPTION NULL

FirstName The person's first name. VNAME32 NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
315
 All Tables
Person

Name Description Data Type Keys and

NULL
Option
LastName The person's last name. VNAME32 AK-1, IE-1
NOT
NULL
LoginEnabled Specifies whether login is allowed for this person: DBCHAR NOT
Y: yes, N: no. NULL

LoginName The person's login or user name. VARCHAR(255) NOT

NULL
In a Packaged CCE deployment, the FirstName,
LastName, and LoginName appear as the value in
the Agent Report Value List.

LoginNameShadow A login name in uppercase or lowercase, as indicated VARCHAR(255) AK-2 NOT

in ICR Globals. NULL

Password An optional encrypted password. varchar NULL

PasswordChangeRequired Reserved for future use. DBSMALLINT NOT

NULL
PasswordLastChangedTime The time when the password was changed last. If it DBDATETIME NULL
is a new password, the time when it was created.

PersonID A unique identifier. DBINT PK NOT

NULL
SSOEnabled A flag that indicates if the agent is enabled for SSO DBSMALLINT NOT
Login when the system is configured in hybrid SSO NULL
mode.
• 0 = Disabled
• 1 = Enabled

VerificationStatus The verification status of the person's login: CHAR(1) NULL

• N = Not Verified (the default)
• V = Verified
• S = Synchronized (loaded from an external
source)

ECEPerson* Indicates if the person is configured in ECE or not. DBCHAR NOT

NULL
Stored as Y or N. Default = N.

ScreenName* Screen name of the person configured in ECE. VNAME32 NULL

EmailAddress* Email address of the person configured in ECE. VARCHAR(50) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
316
 All Tables
Peripheral

Name Description Data Type Keys and

NULL
Option
Languages* List of languages associated with the person VARCHAR(128) NULL
configured in ECE separated by comma.

* Indicates the ECE-related attributes for a given Person record. The ECE agent configuration is integrated
in Packaged CCE from Release 12.0.

Peripheral
This table is one of the Peripheral tables in the Device category (see Device, on page 591). To see database
rules for these tables, see Device Tables, on page 659.
Each row corresponds to an ACD or PBX at a call center. Use the PG Explorer to add, update, and delete
Peripheral records.
Related Tables
• Agent, on page 16 (via PeripheralID)
• Agent_Desk_Settings, on page 20 (via AgentDeskSettingsID)
• Agent_Distribution, on page 26 (via PeripheralID)
• Agent_Targeting_Rule, on page 67 (via EnterpriseName)
• Application_Path_Member, on page 88 (via PeripheralID)
• Dialer, on page 215 (via PeripheralID)
• Dialer_Detail, on page 220 (via PeripheralID)
• Logical_Interface_Controller, on page 281 (via LogicalControllerID)
• Network_Trunk_Group, on page 303 (via PeripheralID) Network VRU (via NetworkTargetID)
• Peripheral_Default_Route, on page 321 (via PeripheralID)
• Peripheral_Monitor, on page 324 (via PeripheralID)
• Peripheral_Real_Time, on page 326 (via PeripheralID)
• Routing_Client, on page 403 (via PeripheralID)
• Service, on page 439 (via PeripheralID)
• Service_Level_Threshold, on page 459 (via PeripheralID)
• Skill_Group, on page 480 (via PeripheralID)
• Termination_Call_Detail, on page 540 (via PeripheralID)
• Trunk_Group, on page 563 (via PeripheralID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
317
 All Tables
Peripheral

Table 269: Indexes for Peripheral Table

index_name index_description index_keys

XAK1Peripheral nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIE1Peripheral nonclustered located on PRIMARY PeripheralName

XIE2Peripheral nonclustered located on PRIMARY LogicalControllerID

XIE3Peripheral nonclustered located on PRIMARY AgentDeskSettingsID

XPKPeripheral clustered, unique, primary key located PeripheralID

on PRIMARY

Table 270: Fields in Peripheral Table

Name Description Data Type Keys and

NULL
Option
AbandonedCallWaitTime Minimum time in seconds an incoming call must be DBSMALLINT NOT
queued before being considered an abandoned call NULL
if the caller hangs up.

AgentAutoConfig Specifies whether agent auto- configuration is DBCHAR NOT

enabled for the peripheral. Stored as a character: NULL
• Y = Yes
• N = No

AgentDeskSettingsID Optionally, indicates an Agent Desk Settings record DBINT FK, IE-3
associated with the peripheral. NULL

AgentEventDetail Specifies whether or not Agent Event Detail DBCHAR NOT

reporting is enabled for a peripheral. Default value NULL
is:
• Y for an Unified CCE peripherals
• N for non-Unified CCE peripherals

AgentReporting Specifies whether agent reporting is enabled for the DBCHAR NOT
peripheral. Stored as a character: NULL
• Y = Yes
• N = No

AgentTargetingMethod Determines if the Router will target agents based on DBINT NOT
Rules. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
318
 All Tables
Peripheral

Name Description Data Type Keys and

NULL
Option
AnsweredShortCallsThreshold Maximum duration, in seconds, for a short call. Any DBINT NULL
calls with a duration below the threshold are
considered short. You might then choose to factor
out short calls from handle times you calculate.

AvailableHoldoffDelay Default value of the AvailableHoldoffDelay field DBSMALLINT NOT

for Skill Groups associated with this peripheral. You NULL
can override the default for individual skill groups.

CallControlVariableMap String containing the mapping between the varchar(128) NULL

peripheral's call control variables and system
software variables.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

ClientType The type of the peripheral. To see Client Type DBSMALLINT NOT
values, see Client Type, on page 620. NULL

ConfigParam Configuration parameters to be passed to the varchar(255) NULL

peripheral.

CustomerDefinitionID Maps Customer to Peripheral in CCMP/CCDM DBINT NULL

deployments.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Additional information about the peripheral. DESCRIPTION NULL

EnterpriseName An enterprise name for this peripheral. The name VNAME32 AK-1 NOT
must be unique among all peripherals in the NULL
enterprise.

InternalIPTAOnly Indicates whether this is an 'Unified ICM picks the DBCHAR NOT
agent' (IPTA) peripheral. NULL
Either 'Y' or 'N'. Default = 'N'.

Location Peripheral's location. VNAME32 NULL

LogicalControllerID Foreign key of the Logical Interface Controller DBSMALLINT FK, IE-2
(Peripheral Gateway) that is attached to the switch. NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
319
 All Tables
Peripheral

Name Description Data Type Keys and

NULL
Option
MaxConcurrentAgentLimit DBINT NULL
MaxPeripheralAgentQueuePair DBINT NULL
MultilineAgentControl This setting indicates whether this agent peripheral DBINT NOT
supports multi-line control for all agents with more NULL,
than one line configured on the phone. default=0
Values:
• 0 = Single line monitoring and reporting
(default)
• 1 = Multi line monitoring and reporting

MultilineAgentStateBehavior Indicates how many non-ACD calls the agent DBINT NOT
initiated on one of the non-ACD line. Only populated NULL,
when Multi-line feature is enabled. default=0
Values:
• 0 = Agent State is unchanged when agent is on
a call on a secondary line
• 1 = Agent State is set to NOT READY with a
system reason code when agent answers or
places a call on a secondary line while in the
AVAILABLE or NOT READY state

NetworkTargetID Identifies the network VRU, if any, associated with DBINT FK NULL
the peripheral.

PeripheralAutoConfig Used to indicate that the peripheral uses DBCHAR NOT

auto-configuration. NULL
Default = 'N'.

PeripheralID A unique identifier for this peripheral. DBSMALLINT PK NOT

NULL
PeripheralName The name of the peripheral as it is known at the site. VNAME32 IE-1 NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
320
 All Tables
Peripheral_Default_Route

Name Description Data Type Keys and

NULL
Option
PeripheralServiceLevelType Default value for the PeripheralServiceLevelType DBSMALLINT NOT
for each service associated with the peripheral. You NULL
can override this default for individual services.
Valid options for Aspect types are:
• 1 = Service Level 1
• 2= Service Level 2
• 3= Service Level 3
• 4= Service Level as Calculated by Call Center.
If this field is 0 for a service, the system
software assumes the default specified for the
associated peripheral.
If the peripheral is not an Aspect ACD, the type
must be 4 (calculated by the peripheral).

SubSkillGroupMask A series of characters (Y and N) indicating which varchar(64) NULL

sub-skill groups to create for each skill group
associated with the peripheral.

Peripheral_Default_Route
This table is in the Device category (see Device, on page 591). To see database rules for these tables, see
Device Tables, on page 659.
Each row specifies the default route to be used for accounting calls at the peripheral that are otherwise not
accounted for.
The system software automatically generates a Peripheral_Default_Route record for each Peripheral. You
can modify the record through the PG Explorer tool.
Related Tables
Media_Routing_Domain, on page 297 (via MRDomainID)
Peripheral, on page 317 (via PeripheralID)
Route, on page 370 (via RouteID)

Table 271: Indexes for Peripheral_Default_Route Table

index_name index_description index_keys

XIE1Peripheral_Default_Route nonclustered located on PRIMARY RouteID

XPKPeripheral_Default_Route clustered, unique, primary key located PeripheralID, MRDomainID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
321
 All Tables
Peripheral_Interval

Table 272: Fields in Peripheral_Default_Route Table

Name Description Data Type Keys and

NULL
Option
MRDomainID The Media Routing Domain associated with this DBINT PK, FK
peripheral default route. NOT
NULL
PeripheralID Link to the Peripheral table. DBSMALLINT PK, FK
NOT
NULL
RouteID Foreign key from the Route table. DBINT FK, IE-1
NULL

Peripheral_Interval
This section describes the Peripheral Interval table.

Table 273: Indexes for Peripheral_Interval Table

index_name index_description index_keys

XAK1Peripheral_Interval Nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XIE1Peripheral_Interval Nonclustered located on PRIMARY DbDateTime

XIE2Peripheral_Interval Nonclustered located on PRIMARY ReportingHalfHour

XIE3Peripheral_Interval Nonclustered located on PRIMARY ReportingInterval

XPKPeripheral_Interval Clustered, unique, primary key located on DateTime, PeripheralID, TimeZone,

PRIMARY MRDomainID

Table 274: Fields in Peripheral_Interval Table

Name Description Data Type Keys and

NULL
Option
ActivePeripheralDataTime Number of seconds the associated Peripheral Gateway was DBINT NULL
able to provide peripheral data services to the CallRouter
during the half-hour interval.

ActiveRoutingClientTime Number of seconds the associated Peripheral Gateway was DBINT NULL
able to provide routing client support to the CallRouter during
the half-hour interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
322
 All Tables
Peripheral_Interval

Name Description Data Type Keys and

NULL
Option
ActivePeripheralTime Number of seconds the associated Peripheral Gateways DBINT NULL
connections to the peripheral were in the Active state during
the half-hour interval.

ActiveCTIServerTime Number of seconds the associated CTI Server was active DBINT NULL
during the half-hour interval.

CallsOffered Total number of incoming ACD calls and internal ACD calls DBINT NULL
offered to the peripheral during the reporting interval.
In Unified CCE, if a call goes through Redirection on No
Answer (RONA) to a VRU and an agent answers later, this
field is incremented as follows:
1. When the call RONAs to the VRU
2. When the call is sent from the VRU to the agent.
3. When the agent completes the call.

In Unified CCE with a Unified CCE System PG, if a call

RONAs to a VRU and an agent answers later, this field is
incremented only when the agent completes the call.

DbDateTime The current date and time stamp when the records are written DBDATETIME IE1, NULL
to the HDS database. The logger database has NULL for this
column.

DateTime Central Controller date and time at the start of the half-hour DBSMALLDATE PK1 NOT
interval. NULL

MaxCVPCallControlPorts The maximum number of CVP Call control ports in use for DBINT NULL
the interval.

MaxNumberLoggedOnAgents The maximum number of concurrent agents logged on in the DBINT NULL
half hour interval.

MaxCallsInProgress The maximum number of calls in progress at any sample point DBINT NULL
during the reporting period. This is implemented as the highest
value of PeripheralRealTime.CallsInProgress encountered
during the above sampling.

MaxVRUPorts The maximum number of VRU ports in use for the interval. DBINT NULL

MRDomainID The ID for the Media Routing Domain associated with this DBINT PK4 NOT
peripheral. NULL

NumberOfSamples The number of calls-in-progress sample periods. DBINT YES

PeripheralID Identifier for the peripheral. DBSMALLINT PK2 NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
323
 All Tables
Peripheral_Monitor

Name Description Data Type Keys and

NULL
Option
RecoveryKey A unique ID assigned to each record and used internally by DBFLT8 AK1 NOT
the Unified ICM/Unified CCE software to track the record. NULL

ReportingHalfHour The value indicates half hour boundary interval (0 to 47). Two DBINT IE2 NULL
15 minute interval records have a unique half hour boundary
value.

ReportingInterval This value indicates the period, in minutes, over which the DBINT IE3 NULL
router calculates the Call Type and Call Type Skill Group
data. The valid values are 30 (default) or 15.

ServiceLevelCallsOffered Number of calls to the peripheral that had a service level event DBINT NULL
during the half-hour interval.

ServiceLevelCalls Number of calls to the peripheral answered within the service DBINT NULL
level threshold during the half-hour interval.

ServiceLevelAband Number of calls to the peripheral abandoned within the service DBINT NULL
level threshold during the half-hour interval.

ServiceLevel The system software service level for the peripheral during DBFLT4 NULL
the half-hour interval.

ServiceLevelType Service Level Type used to calculate Service level for this DBINT NULL
interval.

TimeZone The Central Controller’s time zone for the date and time. The DBINT PK3 NOT
value is the offset in minutes from UTC(formerly GMT).The NULL
value is negative for time zones to the east of UTC and positive
for time zones to the west of UTC.

TotalCallsInProgressSamples The total of PeripheralRealTime. CallsInProgress at all sample DBINT NULL

points during the reporting period. For example, if there are
3 samples, and the number of calls in progress at those points
in time are 20, 25 and 15, then TotalCallsInProgressSamples
is 60.

Peripheral_Monitor
Table
This table is one of the Peripheral tables in the Device category (see Device, on page 591). To see database
rules for these tables, see Device Tables, on page 659.
Each row describes an entity to be monitored on a peripheral. Currently this table applies only to the Nortel
DMS-100, Meridian ACD in enhanced CTI mode, and to the Avaya DEFINITY ECS with station monitoring
enabled.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
324
 All Tables
Peripheral_Monitor

Use the PG Explorer tool to add, update, and delete Peripheral_Monitor records.

Note DMS-100 is no longer supported.

Related Table
Peripheral, on page 317 (via PeripheralID)

Table 275: Indexes for Peripheral_Monitor Table

index_name index_description index_keys

XIE1Peripheral_Monitor nonclustered located on PRIMARY PeripheralID

Table 276: Fields in Peripheral_Monitor Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

Extension For a DMS-100, the Primary ACD DN, Secondary varchar(10) NULL
DN, or non-digit character.

ParamString A string passed along with the extension number to varchar(32) NULL
start event reporting on the entity.
For a DMS-100, this value can indicate that the
extension is a CDN, can specify a CompuCALL
session number, or can specify the mapping of an
agent DN to an agent position ID.
For a Meridian ACD, this value indicates the
position number and, optionally, the associated
Individual Directory Number (IDN).

PeripheralID Identifies the peripheral associated with the row. DBSMALLINT FK, IE-1
NOT
NULL
PeripheralMonitorID A unique identifier for the row. DBINT PK NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
325
 All Tables
Peripheral_Real_Time

Name Description Data Type Keys and

NULL
Option
PeripheralMonitorType The type of entity to monitor: DBINT NOT
NULL
• 1 = RCG
• 2 = VDN
• 3 = ACD DN
• 4 = Meridian Position
• 5 = Station

Peripheral_Real_Time
This table is one of the Peripheral tables in the Device category (see Device, on page 591). To see database
rules for these tables, see Device Tables, on page 659.
Local database only. Each row describes the current state of a specific peripheral. The real- time client creates
a Peripheral Real Time row for each peripheral in the system and updates that row every 10 seconds.
Related Table
Media_Routing_Domain, on page 297 (via MRDomainID)
Peripheral, on page 317 (via PeripheralID)

Table 277: Indexes for Peripheral_Real_Time Table

index_name index_description index_keys

XPKPeripheral_Real_Time clustered, unique, primary key located PeripheralID, MRDomainID
on PRIMARY

Note The ServiceLevel fields do not include the data updates for VRU peripheral devices.

Table 278: Fields in Peripheral_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AgentsLoggedOn Number of agents currently logged on to the DBINT NULL
peripheral.

CallsInProgress Number of calls currently in progress at the DBINT NULL

peripheral.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
326
 All Tables
Peripheral_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsOfferedHalf Number of calls offered to the peripheral during the DBINT NULL
current half-hour interval.
In Unified CCE, if a call Redirection on No Answer
(RONAs) to an IVR and is answered later by an
agent, this field is incremented as follows:
• When the call RONAs to the IVR
• When the call is sent from the IVR to the agent
• When the agent completes the call

In Unified CCE with an Unified CCE System PG,

if a call RONAs to an IVR and is answered later by
an agent, this field is incremented when the agent
completes the call only.

CallsOfferedToday Number of calls offered to the peripheral since DBINT NULL

midnight..
In Unified CCE, if a call Redirection on No Answer
(RONAs) to an IVR and is answered later by an
agent, this field is incremented as follows:
• When the call RONAs to the IVR
• When the call is sent from the IVR to the agent
• When the agent completes the call

In Unified CCE with an Unified CCE System PG,

if a call RONAs to an IVR and is answered later by
an agent, this field is incremented when the agent
completes the call only.

CallsRoutedHalf Number of calls routed to the peripheral during the DBINT NULL
current half-hour interval.

CallsRoutedToday Number of calls routed to the peripheral since DBINT NULL

midnight.

CTIServerOnline Indicates the state of the CTI Server, if any, DBINT NULL
associated with the peripheral:
• 0 = Off-line
• 1 = On-line

CurrentHalfHour Date and time at the start of the current half-hour DBDATETIME NULL
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
327
 All Tables
Peripheral_Real_Time

Name Description Data Type Keys and

NULL
Option
DateTime The date and time that this data was last updated. DBDATETIME NOT
NULL
Mode Current mode of the peripheral as reported by the DBINT NULL
PG:
• 0 = Off-line
• 1 = Primary
• 2 = Backup

MRDomainID The identifier for the Media Routing Domain DBINT PK, FK
associated with this peripheral. NOT
NULL
Online Current on-line state of the peripheral as determined DBINT NOT
by the Central Controller: NULL
• 0 = Off-line
• 1 = On-line

PeripheralData1 Peripheral-specific data. DBINT NOT

NULL
PeripheralData2 Peripheral-specific data. DBINT NOT
NULL
PeripheralData3 Peripheral-specific data. DBINT NOT
NULL
PeripheralData4 Peripheral-specific data. DBINT NOT
NULL
PeripheralData5 Peripheral-specific data. DBINT NOT
NULL
PeripheralData6 Peripheral-specific data. DBINT NOT
NULL
PeripheralData7 Peripheral-specific data. DBINT NOT
NULL
PeripheralData8 Peripheral-specific data. DBINT NOT
NULL
PeripheralData9 Peripheral-specific data. DBINT NOT
NULL
PeripheralData10 Peripheral-specific data. DBINT NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
328
 All Tables
Peripheral_Real_Time

Name Description Data Type Keys and

NULL
Option
PeripheralData11 Peripheral-specific data. DBINT NOT
NULL
PeripheralData12 Peripheral-specific data. DBINT NOT
NULL
PeripheralData13 Peripheral-specific data. DBINT NOT
NULL
PeripheralData14 Peripheral-specific data. DBINT NOT
NULL
PeripheralData15 Peripheral-specific data. DBINT NOT
NULL
PeripheralData16 Peripheral-specific data. DBINT NOT
NULL
PeripheralID Identifier for the peripheral. DBSMALLINT PK, FK
NOT
NULL
PeripheralTimeOffset Difference in seconds between the peripheral's time DBINT NOT
and the Central Controller's time. NULL

PeripheralTimeZone The time zone at the peripheral. The value is the DBINT NULL
offset in minutes from UTC (formerly called GMT).

ServiceLevelAbandHalf Total number of calls to the peripheral abandoned DBINT NULL

within the service level threshold during the current
half-hour interval.

ServiceLevelAbandToday Cumulative total of calls to the peripheral abandoned DBINT NULL

within the service level threshold since midnight.

ServiceLevelCallsHalf Total number of calls to the peripheral answered DBINT NULL

within the service level threshold during the current
half-hour interval. Total number of calls to the
peripheral answered within the service level
threshold during the current half-hour interval.

ServiceLevelCallsOfferedHalf Total number of calls to the peripheral that had a DBINT NULL
service level event during the current half-hour
interval.

ServiceLevelCallsOfferedToday Total number of calls to the peripheral that had a DBINT NULL
service level event since midnight.

ServiceLevelCallsToday Number of calls to this service handled within the DBINT NULL
peripheral service level since midnight.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
329
 All Tables
Peripheral_Set

Name Description Data Type Keys and

NULL
Option
ServiceLevelHalf Service level for the peripheral for the current DBFLT4 NULL
half-hour interval.

ServiceLevelToday Service level for the peripheral since midnight. DBFLT4 NULL

Status Indicates the current failure state of the peripheral. DBINT NULL
To see the list of status codes, see Peripheral Real
Time Status Field, on page 636.

UserControl Unused. DBINT NULL

Peripheral_Set

Note This table is introduced for Packaged CCE 12K support.

This table represents a PG and its associated peripherals in Packaged CCE 12K. Each record in this table
represents a peripheral set, which is a logical grouping of a peripheral gateway and its associated peripherals.

Related Tables
• Peripheral_Set_Controller , on page 331 (through PeripheralSetID)
• Peripheral_Set_Host, on page 331 (through PeripheralSetID)

Table 279: Indexes for Peripheral_Set Table

index_name index_description index_keys

XPKPeripheral_Set Primary key PeripheralSetID

Table 280: Fields in Peripheral_Set Table

Name Description Data Type Keys and NULL

Option

PeripheralSetID A unique identifier for this peripheral set. DBINT PK

NOT NULL

PeripheralSetName An enterprise name for this peripheral set. VNAME32 NOT NULL
PeripheralSetName may be duplicated across sites.

Description Additional information about the peripheral set. DESCRIPTION NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
330
 All Tables
Peripheral_Set_Controller

Name Description Data Type Keys and NULL

Option

ChangeStamp Incremented when a record is changed in the central database. CHANGESTAMP NOT NULL

DateTimeStamp Records the date and time when a record is added/updated. DBDATETIME NULL

Peripheral_Set_Controller

Note This table is introduced for Packaged CCE 12K support.

This table has information of those peripheral gateways (Logical Interface Controllers) that are associated
with a given peripheral set.

Related Tables
• Logical_Interface_Controller, on page 281 (through LogicalControllerID)
• Peripheral_Set, on page 330 (through PeripheralSetID)

Table 281: Indexes for Peripheral_Set_Controller Table

index_name index_description index_keys

XPKPeripheral_Set_Controller Primary key PeripheralSetID, LogicalControllerID

Table 282: Fields in Peripheral_Set_Controller Table

Name Description Data Type Keys and NULL Option

PeripheralSetID ID of the peripheral set. DBINT PK

NOT NULL

LogicalControllerID ID of the peripheral gateway that is being associated to the peripheral DBSMALLINT PK, FK
Set.
NOT NULL

Peripheral_Set_Host

Note This table is introduced for Packaged CCE 12K support.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
331
 All Tables
Peripheral_Target

This table contains a set of associations between the machine hosts and the peripheral sets. Depending on the
context, the machine host may refer to a remote site that the peripheral Set is a part of, or it may refer to a
peripheral/device (gateway) that is a part of the peripheral set.

Related Tables
• Machine_Host, on page 285 (through MachineHostID)
• Peripheral_Set, on page 330 (through PeripheralSetID)

Table 283: Indexes for Peripheral_Set_Host Table

index_name index_description index_keys

XPKPeripheral_Set_Host Primary key PeripheralSetID, SequenceNumber

Table 284: Fields in Peripheral_Set_Host Table

Name Description Data Type Keys and NULL

Option

PeripheralSetID Peripheral set to which the Machine_Host record is associated. DBINT PK, FK
NOT NULL

SequenceNumber Incremented for every unique peripheral set and host combination. DBINT PK
NOT NULL

MachineHostID Depending on the MachineType value this field may contain one DBINT FK
of the following information:
NULL
• ID of the Remote Site (or datacenter) to which the peripheral
set is associated.
• ID of the device that is associated with this peripheral set.

MachineType Incremented when the record is changed in the central database. DBINT NOT NULL

Peripheral_Target
Table
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row specifies the peripheral address (network trunk group and DNIS) associated with a route.
Use the PG Explorer tool to add, update, and delete Peripheral_Target records.
Related Tables
Route, on page 370 (via RouteID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
332
 All Tables
Peripheral_Target

Network_Target, on page 302 (via NetworkTargetID)

Network_Trunk_Group, on page 303 (via NetworkTrunkGroupID)

Table 285: Indexes for Peripheral_Target Table

index_name index_description index_keys

XAK1Peripheral_Target nonclustered, unique, unique key NetworkTrunkGroupID, DNIS

located on PRIMARY

XIE1Peripheral_Target nonclustered located on PRIMARY RouteID

XPKPeripheral_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY

Table 286: Fields in Peripheral_Target Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DelayBeforeQueue The number of seconds the peripheral waits before DBSMALLINT NOT
queuing an incoming call to an agent. This time NULL
might be used, for example, to play a forced
announcement.

Description Additional information about the target. DESCRIPTION NULL

DNIS DNIS digits the routing client sends when addressing VNAME32 AK-1 NOT
this target. NULL

NetworkTargetID Foreign key from the Network Target table. DBINT PK, FK
NOT
NULL
NetworkTrunkGroupID Indicates the Network Trunk Group associated with DBINT AK-1, FK
this peripheral target. NOT
NULL
RouteID Indicates the Route associated with this peripheral DBINT FK, IE-1
target. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
333
 All Tables
Persistent_Variable

Persistent_Variable
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Central database only.
Stores the current value of persistent user variables. User variables are defined in the User_Variable table.
The CallRouter automatically maintains the Persistent_Variable table.
Related Table
User_Variable, on page 576 (via UserVariableID)

Table 287: Indexes for Persistent_Variable Table

index_name index_description index_keys

XAK1Persistent_Variable nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKPersistent_Variable clustered, unique, primary key located UserVariableID, ForeignKey1

on PRIMARY

Table 288: Fields in Persistent_Variable Table

Name Description Data Type Keys and

NULL
Option
ForeignKey1 If the variable is associated with an object type, the DBINT PK NOT
key value of the specific object. NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

UserVariableID Foreign key from the User_Variable table. DBINT PK, FK

NOT
NULL
ValueChar The value of the variable, if it is a character string. DESCRIPTION NULL

ValueDateTime The value of the variable, if it is a date-time. DBDATETIME NULL

ValueFloat The value of the variable, if it is a floating point DBFLT8 NULL

number.

ValueInt The value of the variable, if it is an integer.. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
334
 All Tables
Physical_Controller_Half_Hour

Note To add the persistent user variable data to the Persistent_Variable table, set the following registry key
must be set to 1. HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\ICM\[Instance_name]\LoggerA\Logger\CurrentVersion\HistoricalData\Persistent\Variable.

Physical_Controller_Half_Hour
This table is in the Device category (see Device, on page 591). To see database rules for these tables, see
Device Tables, on page 659.
Each row provides statistics for a single Network Interface Controller (NIC) or Peripheral Gateway (PG).
The system software automatically generates Physical_Interface_Controller records.
Related Table
Physical_Interface_Controller, on page 336 (via PhysicalControllerID)

Table 289: Indexes for Physical_Controller_Half_Hour Table

index_name index_description index_keys

XAK1Physical_Controller_Half_H nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Physical_Controller_Half_H nonclustered located on PRIMARY DbDateTime

XPKPhysical_Controller_Half_Ho clustered, unique, primary key located DateTime, PhysicalControllerID, TimeZone

on PRIMARY

Table 290: Fields in Physical_Controller_Half_Hour Table

Name Description Data Type Keys and

NULL
Option
ActivePGAgentSideATimeToHalf Number of seconds the Peripheral Gateway's Agent DBINT NULL
process maintained an active connection to the Side
A CallRouter.

ActivePGAgentSideBTimeToHalf Number of seconds the Peripheral Gateway's Agent DBINT NULL

process maintained an active connection to the Side
B CallRouter.

DateTime Central Controller date and time at the start of the DBSMALLDATE PK NOT
half- hour interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
are written to the HDS database. The logger database
has NULL for this column.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
335
 All Tables
Physical_Interface_Controller

Name Description Data Type Keys and

NULL
Option
DMPInServiceTimeToHalf Number of seconds the Peripheral Gateway's Device DBINT NULL
Management Protocol connection to the CallRouter
was in service.

PhysicalControllerID Unique identifier for this physical controller. DBSMALLINT PK, FK

NOT
NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Physical_Interface_Controller
This table is in the Device category (see Device, on page 591). To see database rules for these tables, see
Device Tables, on page 659.
Describes a single Network Interface Controller (NIC) or Peripheral Gateway (PG). A duplexed NIC has two
entries in the Physical Interface Controller table and a single entry in the Logical Interface Controller table.
A pair of duplexed PGs share a single entry in the Physical Interface Controller table.
Use the PG or NIC Explorer tools to add, update, and delete Physical_Interface_Controller records.
Related Tables
Logical_Interface_Controller, on page 281 (via LogicalControllerID)
Routing_Client_Five_Minute, on page 407 (via PhysicalControllerID)
Physical_Controller_Half_Hour, on page 335 (via PhysicalControllerID)

Table 291: Indexes for Physical_Interface_Controller Table

index_name index_description index_keys

XAK1Physical_Interface_Control nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIE1Physical_Interface_Control nonclustered located on PRIMARY LogicalControllerID

XPKPhysical_Interface_Controll clustered, unique, primary key located PhysicalControllerID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
336
 All Tables
Precision_Queue

Table 292: Fields in Physical_Interface_Controller Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Additional information about the controller. DESCRIPTION NULL

EnterpriseName An enterprise name for the controller. This name VNAME32 AK-1 NOT
must be unique for all physical controllers in the NULL
enterprise.

LogicalControllerID Foreign key from Logical Interface Controller table. DBSMALLINT FK, IE-1
NOT
NULL
PhysicalControllerID Unique identifier for this physical controller. DBSMALLINT PK NOT
NULL
NULL

Precision_Queue
The Precision_Queue table defines a queue used for precision routing.

Related Tables
• Agent_Real_Time (via PrecisionQueueID)
• Agent_Skill_Group_Interval (via PrecisionQueueID)
• Agent_Skill_Group_Real_Time (via PrecisionQueueID)
• Call_Type_SG_Interval (via PrecisionQueueID)
• Precision_Q_Real_Time (via PrecisionQueueID)
• Precision_Q_Step_Real_Time (via PrecisionQueueID)
• Precision_Queue_Step (via PrecisionQueueID)
• Precision_Queue_Term (via PrecisionQueueID)
• Router_Queue_Interval (via PrecisionQueueID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
337
 All Tables
Precision_Queue

• Skill_Group (via PrecisionQueueID)

• Skill_Group_Interval (via PrecisionQueueID)
• Termination_Call_Detail (via PrecisionQueueID)

Table 293: Fields in Precision_Queue Table

Name Description Data Type Keys and

NULL
Option
AgentOrdering The ordering used for agents in this queue. DBINT NOT
NULL
Values:
• 1 = LAA (agent availability time). This is the
default value.
• 2 = Most proficient agent
• 3 = Least proficient agent

PrecisionQueueID ID and primary key. DBINT PK1,NOT

NULL
BucketIntervalID Foreign key from Bucket_Interval table. DBINT FK1,
NULL
CallOrdering The ordering used for calls in this queue. DBINT NOT
NULL
Values:
• 1 = Priority, then time in queue. This is the
default value.

ChangeStamp Change stamp CHANGESTAMP NOT

NULL
DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Description DESCRIPTION NULL

EnterpriseName Name of the queue. VNAME32 AK1, NOT

NULL
ForceExpandingQueue Forces the step configuration for the Precision Queue DBCHAR NOT
to always increase the configured agent count. The NULL
default setting is Y.
Note For future use. Not currently used.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
338
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
MRDomainID Foreign key to the Media_Routing_Domain table. DBINT NOT
The ID of the Media Routing Domain with which NULL
this precision queue is associated. The default is 1,
for Voice.

ServiceLevelThreshold The service level threshold, in seconds, for the DBINT NOT
service level. NULL

ServiceLevelType Indicates how the system software calculates the DBSMALLINT NOT
service level for the Precision Queue: NULL
• 1 = Ignore Abandoned Calls. (Remove the
abandoned calls from the calculation.)
• 2 = Abandoned Calls have Negative Impact.
(Treat the abandoned calls as though they
exceeded the service level threshold.)
• 3 = Abandoned Calls have Positive Impact.
(Treat the abandoned calls as though they were
answered within the service level threshold.)

Note Note: For each calculation, the system

software separately tracks the number of
calls abandoned before the threshold
expires.

Deleted Deleted Flag. Stored as a character. Y = Yes, N = DBCHAR NOT

No. NULL

Precision_Q_Real_Time Table
This table is in the Precision Queue category.
The system software generates a Precision_Q_Real_Time record for each Precision Queue.

Related Table
Precision_Queue, on page 337

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
339
 All Tables
Precision_Q_Real_Time Table

Table 294: Fields in Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AnswerWaitTimeTo5 In Unified CCE, the number of seconds calls spent DBINT NULL
between first queued being queued to the skill group
through Select (LAA) or Queue to skill group nodes
to when they were answered by an agent.
DelayTime
AnswerWaitTime is calculated from the following:
• DelayTime
• LocalQTime
• RingTime
• NetworkQTime

ApplicationAvailable The number of agents belonging to this skill group DBINT NULL
who are currently ApplicationAvailable with respect
to the MRD to which the skill group belongs. An
agent is Application available if the agent is Not
Routable and Available for the MRD.

AttributeID1 Attribute 1 associated with the Precision Queue. DBINT NULL

AttributeID2 Attribute 2 associated with the Precision Queue. DBINT NULL
AttributeID3 Attribute 3 associated with the Precision Queue. DBINT NULL
AttributeID4 Attribute 4 associated with the Precision Queue. DBINT NULL
AttributeID5 Attribute 5 associated with the Precision Queue. DBINT NULL
AttributeID6 Attribute 6 associated with the Precision Queue. DBINT NULL
AttributeID7 Attribute 7 associated with the Precision Queue. DBINT NULL
AttributeID8 Attribute 8 associated with the Precision Queue. DBINT NULL
AttributeID9 Attribute 9 associated with the Precision Queue. DBINT NULL
AttributeID10 Attribute 10 associated with the Precision Queue. DBINT NULL
Avail Number of agents for the Precision Queue in DBINT NULL
Not_Active state with respect to this Precision
Queue.

AvailTimeTo5 Total seconds agents in the Precision Queue have DBINT NULL
been in the Not_Active state during the current
five-minute interval. AvailTime is included in the
calculation of LoggedOnTime

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
340
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AvgHandledCallsTalkTimeTo5 Average talk time in seconds for calls counted as DBINT NULL
handled by the Precision Queue during the rolling
five-minute interval. This value is calculated as
follows: HandledCallsTalkTimeTo5 /
CallHandledTo5 AvgHandledCallsTalkTime is
calculated only for calls counted as handled. This
field is updated in the database when any after-call
work associated with the call is completed.

AvgHandledCallsTimeTo5 Average handle time in seconds for calls counted as DBINT NULL
handled by the Precision Queue during the rolling
five-minute interval. The value is calculated as
follows: HandledCallsTalkTimeTo5 /
CallHandledTo5 The AvgHandledCallsTime value
is updated in the database when the after-call work
time associated with the call is completed.

BusyOther Number of agents currently in the BusyOther state DBINT NULL

with respect to this Precision Queue.

BusyOtherTimeTo5 Number of seconds agents have spent in the DBINT NULL

BusyOther state during the rolling five-minute
interval. BusyOtherTime is included in the
calculation of LoggedOnTime.

CallsAbandQTo5 The number of calls that abandoned while queued DBINT NULL
in the router to this agent, in the rolling five-minute
interval.

CallsAbandToAgentTo5 In the rolling five-minute interval, the number of DBINT NULL

calls abandoned after they have been routed to the
agent desktop and before they have been answered
(for example, Abandon Ringing).. This field is
applicable for Unified CCE systems and for systems
where calls are translation-routed to Precision
Queues.

CallsAbandDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
Precision Queue, and had to be routed to another
Precision Queue or Skill Group in the rolling
five-minute interval. This field is incremented when
a call is de-queued through the Cancel Queue node.

CallsAnsweredTo5 The number of calls that were answered by the DBINT NULL
Precision Queue during the rolling five-minute
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
341
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
CallsDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
Precision Queue to be routed to another Precision
Queue in the rolling five-minute interval. This field
is also incremented when a call is de-queued via
Cancel Queue node.

CallsHandledTo5 The number of calls that were handled by the DBINT NULL
Precision Queue during the rolling five-minute
interval.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.

CallsInProgress The total number of ongoing non-voice tasks DBINT NULL

associated with this Precision Queue. This field
populates for non-voice tasks only.

CallsOfferedTo5 The number of calls received by this Precision DBINT NULL

Queue in the rolling five-minute interval. This value
is set by the Call Router. A call is counted as offered
as soon at it is sent to a Precision Queue.
This value is incremented by: CallType short calls,
which are counted as abandoned for Precision
Queues. (There is no short call count in the
Skill_Group_Real_Time table.) Calls that are
cancelled by Cancel Queue node and re-queued to
the same Precision Queue Calls that are routed to a
Precision Queue, re-queried, and re-queued to the
same Precision Queue.

CallsQNow Number of calls currently queued for the Precision DBINT NULL
Queue at the CallRouter.

DateTime Central Controller date and time that this data was DBDATETIME NOT
last updated NULL

HandledCallsTalkTimeTo5 Total talk time, in seconds, for calls counted as DBINT NULL
handled by the Precision Queue during the rolling
five-minute interval. It is updated in the database
when the after-call work time associated with the
call (if any) is completed.

FutureUseInt1 Reserved for future use DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
342
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

HandledCallsTimeTo5 This field only applies to configured skill groups. DBINT NULL
Total handle time, in seconds, for calls counted as
handled by the Precision Queue during the rolling
five-minute interval.
Handle time is number of seconds an agent spent
answering the call (including the time the call was
on hold) to the time the agent completed the
after-call work associated with the call.
HandledCallsTime = HandledCallsTalkTime +
HoldTime +
(WorkNotReadyTime/WorkReadyTime)
The value in this field for the incoming routed calls
includes:
1. Talk time
2. Total Held time
3. Work Ready and Work Not Ready time

Note Database is updated with the cumulative

time only after the call completion of both
the talk time and the wrap-up time.

Note This field is applicable for Unified ICM,

Unified CCE, and Outbound Option.

Hold The number of agents that have all active calls on DBINT NULL
hold. The agent is not in the Hold state with one call
on hold and talking on another call (for example, a
consultative call). The agent must have all active
calls on hold.

HoldTimeTo5 Number of seconds where all calls to the agent are DBINT NULL
on hold during the rolling five-minute interval.
HoldTime is counted only while the agent is doing
no other call related activity. HoldTime is included
in the calculation of LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
343
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
IcmAvailable The number of agents belonging to this Precision DBINT NULL
Queue who are currently ICMAvailable with respect
to the MRD to which the Precision Queue belongs.
An agent is ICM available if s/he is Routable and
Available for the MRD. This means that the agent
can be routed a task by system software.

InterruptedTimeTo5 The number of seconds during which all calls to the DBINT NULL
agent are in interrupted state during the rolling
five-minute interval.

LoggedOn Number of agents that are currently logged on to the DBINT NULL
Precision Queue. This count is updated each time
an agent logs on and each time an agent logs off.

LoggedOnTimeTo5 Total time, in seconds, agents were logged on to the DBINT NULL
Precision Queue during the current (rolling)
five-minute interval. This field is applicable for
Unified CCE.
This value is based on the following:
• HoldTimeTo5
• TalkInTimeTo5
• TalkOutTimeTo5
• TalkOtherTimeTo5
• AvailTimeTo5
• NotReadyTimeTo5
• WorkReadyTimeTo5
• WorkNotReadyTimeTo5
• BusyOtherTimeTo5
• ReservedStateTimeTo5
• TalkAutoOutTimeTo5
• TalkPreviewTimeTo5
• TalkReservedTimeTo5

Note This field is applicable for Unified ICM,

Unified CCE and Outbound Option.

LongestCallInQ The time when the longest call in queue was queued DBDATETIME NULL
for this Precision Queue.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
344
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
NotReady Number of agents in the Not Ready state for the DBINT NULL
Precision Queue.

NotReadyTimeTo5 Total seconds agents in the Precision Queue have DBINT NULL
been in the Not Ready state during the rolling
five-minute interval. NotReadyTime is included in
the calculation of LoggedOnTime.

NumAgentsInterruptedNow The number of agents whose state with respect to DBINT NULL
this Precision Queue is currently Interrupted.

PercentUtilizationTo5 Percentage of Ready time that agents in the Precision DBFLT4 NULL
Queue spent talking or doing call work during the
rolling five-minute interval. This is the percentage
of time agents spend working on calls versus the
time agents were ready.

PrecisionQueueID Foreign key from Precision Queue table. DBINT PK, NOT
NULL
Ready The number of agents who are Routable with respect DBINT NULL
to the MRD associated with this Precision Queue,
and whose state with respect to this Precision Queue
is currently something other than NOT_READY or
WORK_NOT_READY.

RedirectNoAnsCallsTo5 In the rolling five-minute interval, the number of DBINT NULL

ACD calls to the Precision Queue that rang at an
agent's terminal and redirected on failure to answer.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
345
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsAbandTo5 The count of calls that abandon within the Precision DBINT NULL
Queue SL threshold in rolling five-minute interval.
Calls may abandon while in the Precision Queue
queue, or they may abandon after they have been
routed to a Precision Queue. Calls that abandon after
they are routed to a Precision Queue are identified
by TCD records with abandoned call disposition. If
the call is queued and abandons before it is routed
to any Precision Queues (within the ServiceLevel
threshold), the Router will increment this value for
ALL the Precision Queues this call was queued for.
If the call abandons after it was routed to a Precision
Queue, that Precision Queue will have
ServiceLevelCallsAband incremented. Dequeuing
the call via Cancel Node has no impact on
ServiceLevelCallsAband. Calls may be de-queued
via Cancel Queue node or de-queued from this
Precision Queue to be routed to a different Precision
Queue.
Note With the existence of a network VRU,
this value includes time in the network
queue.

ServiceLevelCallsDequeuedTo5 The number of calls de-queued from a Precision DBINT NULL

Queue, within the Precision Queue Service Level
threshold, in rolling five-minute interval.
Note With the existence of a network VRU,
this value includes time in the network
queue.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
346
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsOfferedTo5 The number of calls that are routed to a Precision DBINT NULL
Queue or queued for a the Precision Queue in the
rolling five-minute interval.
It includes the following call categories:
• Calls that are answered within the ServiceLevel
threshold.
• Calls that are abandoned within the
ServiceLevel threshold.
• Calls that are redirected within the ServiceLevel
threshold (this is consistent with Call Type
ServiceLevel).
• Calls that are not complete after the
ServiceLevel threshold has passed (that is, calls
queued longer than the Service Level
threshold).

Note Calls that end in error state within SL

threshold are not counted as
ServiceLevelCallsOffered.
Note With the existence of a network VRU,
this value includes time in the network
queue.

ServiceLevelCallsTo5 The number of calls that are answered by the DBINT NULL
Precision Queue within the Service Level threshold
in the rolling five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
347
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
ServiceLevelTo5 Service Level for the Precision Queue in rolling DBFLT4 NULL
five-minute interval.
There are three types of service level calculations,
and they are determined by the Service Level type
chosen in configuration.
They are:
1. Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered
- ServiceLevelCallsAband - CallsDequeued)
2. Abandoned Calls have Negative Impact
ServiceLevel = ServiceLevelCalls /
ServiceLevelCallsoffered - CallsDequeued)
3. Abandoned Calls have Positive Impact
ServiceLevel = (ServiceLevelCalls +
ServiceLevelCallsAband) /
(ServiceLevelCallsoffered - CallsDequeued)

Note This field is relevant to the Unified CCE

environment only.

ServiceLevelRONATo5 The calls that redirected on no answer within Service DBINT NULL
Level threshold within the rolling five-minute
interval. These calls are part of the
ServiceLevelCallsOffered.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

TalkingIn Number of agents in the Precision Queue currently DBINT NULL

talking on inbound calls.

TalkingOther Number of agents in the Precision Queue currently DBINT NULL

talking on internal (neither inbound nor outbound)
calls. Examples of other calls include agent-to-agent
transfers and supervisor calls.

TalkInTimeTo5 Total seconds agents spent talking on inbound calls DBINT NULL
for the Precision Queue during the rolling
five-minute interval. TalkInTime is included in the
calculation of TalkTime and LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
348
 All Tables
Precision_Q_Real_Time Table

Name Description Data Type Keys and

NULL
Option
TalkOtherTimeTo5 Total seconds agents spent talking on other calls DBINT NULL
(neither inbound nor outbound) for the Precision
Queue during the rolling five-minute interval.
TalkOtherTime is included in the calculation of
TalkTime and LoggedOnTime.

TalkTimeTo5 Total seconds agents in the Precision Queue have DBINT NULL
been in the Talking state during the rolling
five-minute interval. This value is calculated as
follows: TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5.

TransferInCallsTimeTo5 Total number of seconds agents spent on calls DBINT NULL

transferred into the Precision Queue that ended
during the rolling five-minute interval. The value is
updated in the database when the after-call work
time associated with the call (if any) is completed.

TransferInCallsTo5 Number of calls transferred into the Precision Queue DBINT NULL
that ended during the current five-minute interval.
The value is updated in the database when the
after-call work time associated with the call (if any)
is completed. For blind transfers in Unified CCE,
the value is updated in the database when an agent
blind transfers the call to an IVR. For blind transfers
in Unified CCE with a Unified CCE System PG, the
value is not updated in the database until the call
that was blind transferred to an IVR is subsequently
transferred to another agent.
Note For blind transfers in Unified CCE with
a Unified CCE System PG, this field is
updated when the call that was blind
transferred to an IVR is subsequently
transferred to another agent and the agent
answers the call. For this call scenario
this field is not updated in Unified CCE
without a Unified CCE System PG.

TransferOutCallsTo5 Number of calls transferred out of the Precision DBINT NULL

Queue that ended during the rolling five-minute
interval. The value is updated in the database when
the after-call work time associated with the call (if
any) is completed.

WorkNotReady Number of agents in the Precision Queue in the DBINT NULL

Work Not Ready state.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
349
 All Tables
Precision_Queue_Step

Name Description Data Type Keys and

NULL
Option
WorkNotReadyTimeTo5 Total seconds agents have been in the Work Not DBINT NULL
Ready state during the rolling five-minute interval.
WorkNotReadyTime is included in the calculation
of LoggedOnTime.

WorkReady Number of agents in the Precision Queue in the DBINT NULL

Work Ready state.

WorkReadyTimeTo5 Total seconds agents have been in the Work Ready DBINTNULL
state during the rolling five-minute interval.
WorkReadyTime is included in the calculation of
LoggedOnTime.

Precision_Queue_Step
The Precision_Queue_Step table defines a set of ordered steps that apply to a Precision Queue. Each ordered
step then contains a set of attributes terms that defines what attributes an agent must have to be a member of
a Precision Queue step. Basically, it defines a formula that is a list of Attribute tests.

Related Table
Precision_Queue_Term, on page 352 (via PrecisionQueueStepID)

Table 295: Fields in Precision_Queue_Step

Name Description Data Type Keys and

NULL
Option
ConsiderIf Consider If expression which must be met in order VARCHAR(255) NULL
to execute a particular step.

Description DESCRIPTION NULL

NextStep Boolean which indicates whether the next step DBCHAR NOT
should be evaluated if the Consider If test fails. NULL
Default is Y. A value of N indicates that the node
should exit following a False Consider If test.

PrecisionQueueID Foreign key to Precision_Queue table. DBINT FK, NOT

NULL
PrecisionQueueStepID Integer that defines the unique row for a Precision DBINT PK, NOT
Queue step. It is the primary key. NULL

StepOrder Integer that defines the order of rows for a Precision DBINT NOT
Queue step. StepOrder begins with 1. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
350
 All Tables
Precision_Q_Step_Real_Time

Name Description Data Type Keys and

NULL
Option
WaitTime An optional Wait time to apply before proceeding DBINT NOT
to the next step (in seconds). Default is 0. NULL

Precision_Q_Step_Real_Time
This table is in the Precision Queue category.
The system software generates a Precision_Q_Step_Real_Time record for each Precision Queue.

Related Tables
• Precision_Queue, on page 337
• Precision_Queue_Step, on page 350

Table 296: Fields in Precision_Q_Step_Real_Time

Name Description Data Type Keys and

NULL
Option
AgentsAvailable Number of Agents eligible and available for this DBINT NULL
Precision Queue Step.

AgentsLoggedIn Number of Agents logged in for this Precision Queue DBINT NULL
Step.

PrecisionQueueID Primary key (together with PrecisionQueueStepID). DBINT PK1, NOT

Foreign key from Precision_Queue table. NULL

PrecisionQueueStepID Primary key (together with PrecisionQueueID). DBINT PK2, NOT

Foreign key from Precision_Queue_Step table. NULL

AvgCallsInQueueTime Average length of queue time for this Precision DBINT NULL
Queue Step.

CallsInQueue Number of calls in queue for this Precision Queue DBINT NULL
Step

CallsInQueueTime Total time of calls in queue for this Precision Queue DBINT NULL
Step.

DateTime Central Controller date and time that this data was DBDATETIME NOT
last updated. NULL

FutureUseInt1 Reserved for future use. DBINT NULL

FutureUseInt2 Reserved for future use. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
351
 All Tables
Precision_Queue_Term

Name Description Data Type Keys and

NULL
Option
FutureUseInt3 Reserved for future use. DBINT NULL

FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

LongestCallInQueue The time stamp of the longest call in queue for this DBDATETIME NULL
Precision Queue Step.

NextAvailAgent The next Agent to be selected based on the agent DBINT NULL
ordering criteria of the Precision Queue.

Precision_Queue_Term
The Precision_Queue_Term table defines a set of attribute condition terms that apply to a Precision Queue
Step. Each set of terms determine what attributes an agent must have to be a member of the Precision Queue
step.

Related Tables
Tables that hold Precision_Queue_Term data are listed below:
• Attribute, on page 90
• Precision_Queue_Step, on page 350

Table 297: Fields in Precision_Queue_Term

Name Description Data Type Keys and

NULL
Option
PrecisionQueueTermID Integer that defines the unique row for a Precision DBINT PK, NOT
Queue Term. It is the primary key. NULL

PrecisionQueueID Foreign key to Precision_Queue table. DBINT FK, NOT

NULL
PrecisionQueueStepID Foreign key to Precision_Queue_Step table. DBINT FK, NOT
NULL
TermOrder Integer that defines the order of rows for a Precision DBINT NOT
Queue Step. It is part of the primary key. TermOrder NULL
begins with 1.

AttributeSetID Foreign Key from Attribute_Set table. Controls DBINT FK, NOT
which attribute set is tested. Null=Yes to allow for NULL
rules which do not test an Attribute Set.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
352
 All Tables
Precision_Queue_Term

Name Description Data Type Keys and

NULL
Option
AttributeID Foreign Key from Attribute table. Controls which DBINT FK, NOT
attribute set is tested. Null=Yes to allow for rules NULL
which do not test an Attribute.

ParenCount Number of parentheses around this term. A positive DBINT NOT

number indicates open parenthesis before the term; NULL
a negative number indicates closed parenthesis after
the term.

TermRelation Indicates the relationship of this term to the DBINT NOT

preceding term. Default is 0 for first item, 1 for NULL
others.
Values are:
• 0 = none (only legal on first item for queue,
since there is no preceding term)
• 1 = AND
• 2 = OR
• 3 = AND NOT
• 4 = OR NOT

AttributeRelation Indicates what kind of comparison is done on the DBINT NOT

attribute. Default is 1. NULL
Values are:
• 0 = Unknown
• 1 = equal
• 2 = not equal
• 3 = less than
• 4 = less than or equal
• 5 = greater than
• 6 = greater than or equal
• 7 = between (inclusive)
• 8 = member
• 9 = agent has attribute, regardless of value
• 10 = agent does not have attribute
• 11 = not member

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
353
 All Tables
Query_Rule

Name Description Data Type Keys and

NULL
Option
Value1 The value that the attribute is tested against. If VARCHAR(255) NULL
AttributeRelation is member or not member, then
this is a JSON compatible string listing the values.
Must be convertible to the datatype specified in the
Attribute table.

Value2 A second value, used only as the upper bound when VARCHAR(255) NULL
the AttributeRelation is between. It also can contain
additional values for member if Value1 is not
enough. Must be convertible to the datatype
specified in the Attribute table.

Query_Rule
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.
Specifies the association between a query rule clause and an import rule. A query rule works on a particular
import rule to select a group of contacts from an overall import list. For example, from a particular import list
you might want to select and call all customers that have account numbers greater than 10,000.

Note If Outbound Option was not selected during setup, this table will contain no data.

Use the Outbound Option Configuration option within Unified ICM Configuration Manager to modify
Query_Rule records.
Related Tables
Campaign_Query_Rule_Real_Time, on page 171 (via QueryRuleID)
Campaign_Query_Rule_Half_Hour, on page 165 (via QueryRuleID)
Campaign_Query_Rule, on page 162 (via QueryRuleID)
Dialer_Detail, on page 220 (via QueryRuleID)
Import_Rule, on page 267 (via ImportRuleID)

Table 298: Indexes for Query_Rule Table

index_name index_description index_keys

XAK1Query_Rule nonclustered, unique, unique key QueryRuleName

located on PRIMARY

XPKQuery_Rule clustered, unique, primary key located QueryRuleID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
354
 All Tables
Query_Rule

Table 299: Fields in Query_Rule Table

Name Description Data Type Keys and

NULL
Option
APIGenerated Identifies whether this campaign was created using DBCHAR NOT
the Outbound API: NULL
• Y = campaign created using the API
• N = campaign created using the Outbound
Option Query Rule tool in the ICM
Configuration Manager

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Description of what the query rule contains or how DESCRIPTION NULL
it is being used.

DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.

Enabled Setting of query rule within this campaign: DBCHAR NOT

NULL
• Y = The query rule is enabled.
• N = the query rule is not enabled.

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
355
 All Tables
Query_Rule_Clause

Name Description Data Type Keys and

NULL
Option
ImportRuleID Identifies (indirectly) the contact list to which this DBINT FK NOT
query rule refers. Foreign key from the Import Rule NULL
table.

QueryRuleID A unique identifier for this Query rule. DBINT PK NOT

NULL
QueryRuleName The customer-entered name for this query rule. VNAME32 AK-1 NOT
NULL

Query_Rule_Clause
This table is in the Blended Agent category (see Blended Agent (Outbound Option), on page 588). To see
database rules for these tables, see Blended Agent Tables (Outbound Option), on page 657.

Note If Outbound Option was not selected during setup, this table will contain no data.

Contains the SQL rules associated with each query rule. There is a single row for each configured query rule.
Related Table
Query_Rule, on page 354 (via QueryRuleID)

Table 300: Indexes for Query_Rule_Clause Table

index_name index_description index_keys

XPKList_Rule clustered, unique, primary key located QueryRuleID, SequenceNumber

on PRIMARY

Table 301: Fields in Query_Rule_Clause Table

Name Description Data Type Keys and

NULL
Option
FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
356
 All Tables
Reason_Code

Name Description Data Type Keys and

NULL
Option
FutureUseVarchar1 Reserved for future use varchar(64) NULL

FutureUseVarchar2 Reserved for future use varchar(64) NULL

FutureUseVarchar3 Reserved for future use varchar(64) NULL

QueryRuleID The query rule to which this clause belongs. Foreign DBINT PK, FK
key from the Query Rule table. NOT
NULL
RuleData The rule definition to be used to process each query varchar(255) NOT
rule. NULL

SequenceNumber An index for query rule clauses within a given query DBINT PK NOT
rule. NULL

Reason_Code
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Configuration table containing the reason code text to reason code mapping information.

Table 302: Indexes for Reason_Code Table

index_name index_description index_keys

XAK1Reason_Code nonclustered, unique, unique key ReasonCode

located on PRIMARY

XPKReason_Code clustered, unique, primary key located ReasonCodeID

on PRIMARY

Table 303: Fields in Reason_Code Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Default value is N. DBCHAR NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
357
 All Tables
Recovery

Name Description Data Type Keys and

NULL
Option
Description The description of the reason code. DESCRIPTION NULL

ReasonCode Reason code used by agents (configurable). [In DBINT AK-1 NOT
addition to reason codes that you have defined, NULL
Unified CCE uses some predefined reason codes.
See Reason Codes, on page 637.]
Note In Packaged CCE, 21 pre-defined global
reason codes of Not Ready and Logout
types are added to the Reason_Code
table.

ReasonCodeID A unique identifier created by the schema. DBINT PK NOT

NULL
ReasonText Text associated with the reason code numeric value. varchar(40) NOT
NULL
Reason Type Indicates the type of reason code like: Not Ready, DBSMALLINT NOT
Wrap up, and Sign Out. NULL
Allowed values are 1,2,3.

IsGlobal Denotes that the reason code is global(applicable DBCHAR NOT

for all the teams by default/team specific). NULL
Allowed values are Y/N(Yes/No)

Recovery
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
It gets populated on central and HDS databases. This table contains internal status information for each table
in the database.

Table 304: Indexes for Recovery Table

index_name index_description index_keys

XAK1Recovery Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Recovery Nonclustered located on PRIMARY DateTime

XPKRecovery Clustered, unique, primary key located RecoveryKey

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
358
 All Tables
Recurring_Schedule_Map

Table 305: Fields in Recovery Table

Name Description Data Type Keys and

NULL
Option
DateTime Date and time of the checkpoint. DBDATETIME IE-1 NOT
NULL
EndTime Ending time. DBDATETIME NULL

FromRecoveryKey Starting recovery key value. DBFLT8 NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 PK, AK-1
internally by the Unified ICM/Unified CCE software NOT
to track the record. NULL

RowsCopied Number of rows copied. DBINT NULL

StartTime Starting time. DBDATETIME NULL

TableName Name of the table that caused a checkpoint. VNAME32 NOT

NULL
ToRecoveryKey Ending recovery key value. DBFLT8 NOT
NULL
Type Type of record. VNAME32 NOT
NULL

Recurring_Schedule_Map
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row describes a periodic schedule used, for example, by a scheduled target. Use the Workforce
Management Integration System to create, update, and delete recurring schedules.
Related Table
Schedule, on page 415 (via ScheduleID)

Table 306: Indexes for Recurring_Schedule_Map Table

index_name index_description index_keys

XPKRecurring_Schedule_Map clustered, unique, primary key located ScheduleID, SequenceNumber

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
359
 All Tables
Recurring_Schedule_Map

Table 307: Fields in Recurring_Schedule_Map Table

Name Description Data Type Keys and

NULL
Option
Bool1 Reserved for future use. DBCHAR NOT
NULL
Bool2 Reserved for future use. DBCHAR NOT
NULL
DayFlags A bit mask specifying the days on which the DBINT NOT
schedule is active. To see values, see Days, on page NULL
622.

DayOfMonth Indicates to which day of month the schedule DBSMALLINT NOT

applies. To see values, see Days, on page 622. NULL

DayPosition In conjunction with DayType, indicates the position DBSMALLINT NOT

of a day within a month. To see values, see Days, NULL
on page 622.

DayType Indicates to which day the schedule applies. To see DBSMALLINT NOT
values, see Days, on page 622. NULL

EndDay The day of the month on which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end date. NULL

EndHour The hour of the day at which the schedule expires. DBSMALLINT NOT
The value is 0 if the schedule has no end time. NULL

EndMinute The minute of the hour at which the schedule DBSMALLINT NOT
expires. The value is 0 if the schedule has no end NULL
time.

EndMonth The month in which the schedule expires. The value DBSMALLINT NOT
is 0 if the schedule has no end date. NULL

EndSecond The second of the minute at which the schedule DBSMALLINT NOT
expires. The value is 0 if the schedule has no end NULL
time.

EndYear The year in which the schedule expires. The value DBINT NOT
is 0 if the schedule has no end date. NULL

Long1 For scheduled targets, the maximum number of DBINT NULL

simultaneous calls the target can handle during the
schedule period.

Long2 Reserved for future use. DBINT NULL

Long3 Reserved for future use. DBINT NULL

Long4 Reserved for future use. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
360
 All Tables
Region

Name Description Data Type Keys and

NULL
Option
MonthOfYear Indicates to which month the schedule applies: DBSMALLINT NOT
NULL
• 0 = Applies to every month.
• 1- 12= Specifies the month of year.

ScheduleID Identifies the schedule that recurs. DBINT PK, FK

NOT
NULL
SequenceNumber Index for schedules associated with a specific DBINT PK, NOT
service. NULL

StartDay The day of the month on which the schedule goes DBSMALLINT NOT
into effect (1 through 31). NULL

StartHour The hour of the day at which the schedule goes into DBSMALLINT NOT
effect. NULL

StartMinute The minute of the hour at which the schedule goes DBSMALLINT NOT
into effect. NULL

StartMonth The month in which the schedule goes into effect (1 DBSMALLINT NOT
through 12). NULL

StartSecond The second of the minute at which the schedule goes DBSMALLINT NOT
into effect. NULL

StartYear The year in which the schedule goes into effect. DBINT NOT
NULL
Type The type of schedule. DBSMALLINT NOT
NULL

Region
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663 .
Each row defines a region composed of calling line ID prefixes or of other regions.
Use Configuration Manager to create, update, and delete Region rows.
Related Tables
Dialed_Number_Map, on page 212 (via RegionID)
Region_Member, on page 363 (via RegionID)
Region_Prefix, on page 364 (via RegionID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
361
 All Tables
Region_Info

Region_View_Member, on page 369 (via RegionID)

Table 308: Indexes for Region Table

index_name index_description index_keys

XAK1Region nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XPKRegion clustered, unique, primary key located RegionID

on PRIMARY

Table 309: Fields in Region Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the region. DESCRIPTION NULL

EnterpriseName An enterprise name for the region. This name must VNAME32 AK-1 NOT
be unique for all regions in the enterprise. NULL

RegionID A unique identifier for the region. DBINT PK NOT

NULL
RegionType The type of the region. DBINT NOT
NULL

Region_Info
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
Specifies which prefixes and regions are predefined by the system software.
Use Configuration Manager to create, update, and delete Region rows.

Table 310: Fields in Region_Info Table

Name Description Data Type Keys and

NULL
Option
Comment Any additional information about the pre-defined DESCRIPTION NULL
regions.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
362
 All Tables
Region_Member

Name Description Data Type Keys and

NULL
Option
Location Identifies the types of prefixes and regions VNAME32 NOT
pre-defined by the system software. NULL

MajorVersion The major version number of the predefined regions. DBINT NOT
NULL
MinorVersion The minor version number of the predefined regions. DBINT NOT
NULL

Region_Member
This table is part of the Script category (see Script, on page 602 category. For database rules, see Script Tables,
on page 663.
Each row defines the relationship between two regions. A region is composed of calling line ID prefixes or
of other regions. Each Region_Member row associates a region with a parent region.
Use Unified ICM Configuration Manager to create, update, and delete Region Member rows.
Related Table
Region, on page 361 (via RegionID and ParentRegionID)

Table 311: Indexes for Region_Member Table

index_name index_description index_keys

XIE1Region_Member nonclustered located on PRIMARY ParentRegionID

XPKRegion_Member clustered, unique, primary key located RegionID, ParentRegionID

on PRIMARY

Table 312: Fields in Region_Member Table

Name Description Data Type Keys and

NULL
Option
ParentRegionID The larger region. DBINT PK, IE-1
NOT
NULL
RegionID The region that is a member of a larger region. DBINT PK, FK
NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
363
 All Tables
Region_Prefix

Region_Prefix
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row defines the initial part of a calling line ID and maps it to a region. Any calling line IDs that match
the prefix string are assumed to be members of the region.
Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.
Related Table
Region, on page 361 (via RegionID)

Table 313: Indexes for Region_Prefix Table

index_name index_description index_keys

XAK1Region_Prefix nonclustered, unique, unique key RegionID, RegionPrefix

located on PRIMARY

XPKRegion_Prefix clustered, unique, primary key located RegionPrefixID

on PRIMARY

Table 314: Fields in Region_Prefix Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DaylightSavingsEnabled Indicates whether daylight savings time is observed. DBCHAR NOT

NULL
Values are 'N' and 'Y'.
The default is 'N' - daylight savings time is not
observed.

GMT (Greenwich Mean Time) Indicates the time zone, the delta is in hours. DBINT NULL

RegionID Identifies the associated region. DBINT AK-1, FK

NOT
NULL
RegionPrefix An initial string to match against calling line IDs. varchar(32) AK-1 NOT
NULL
RegionPrefixID A unique identifier for the record. DBINT PK NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
364
 All Tables
Region_View

Region_View
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row defines a graphical display of regions.
Use Configuration Manager to create, update, and delete Region Prefix rows.
Related Table
Region_View_Member, on page 369 (via RegionViewID)

Table 315: Indexes for Region_View Table

index_name index_description index_keys

XAK1Region_View nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XPKRegion_View clustered, unique, primary key located RegionViewID

on PRIMARY

Table 316: Fields in Region_View Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the view. DESCRIPTION NULL

EnterpriseName An enterprise name for the region view. This name VNAME32 AK-1 NOT
must be unique for all region views in the enterprise. NULL
Note 84 regions are supported. Some of the
examples are New_Jersey, Connecticut,
Manitoba, Wyoming, Missouri,
Nova_Scotia, Alaska, Jamaica and so on.
Regions like CNMI, West Virginia were
added later. See the Table 317: Supported
Regions table.
Unsupported region that were manually
added by the customer need to be deleted.

RegionViewID A unique identifier for the record. DBINT PK NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
365
 All Tables
Region_View

Name Description Data Type Keys and

NULL
Option
RegionViewType The type of the view: DBINT NOT
NULL
• 1 = Unified ICM-defined
• 2 = Custom

Table 317: Supported Regions

EnterpriseName Short name

New_Jersey NJ

District_of_Columbia DC

Connecticut CT

Manitoba MB

Alabama AL

Washington WA

Maine ME

Idaho ID

Wyoming WY

California CA

Texas TX

New York NY

Pennsylvania PA

Ohio OH

Illinois IL

Minnesota MN

Indiana IN

Louisiana LA

Mississippi MS

Georgia GA

Michigan MI

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
366
All Tables
Region_View

EnterpriseName Short name

Florida FL

Bahamas BA

Barbados BD

British_Columbia BC

North_Carolina NC

Wisconsin WI

Anguilla AI

Antigua AN

Barbuda AN

Kentucky KY

Virginia VA

British_Virgin_Islands BV

Ontario ON

Maryland MD

Delaware DE

Colorado CO

West Virginia WV

Saskatchewan SK

Nebraska NE

Missouri MO

Kansas KS

Iowa IA

Virgin_Islands VI

Cayman_Islands CQ

Rhode_Island RI

Alberta AB

Oklahoma OK

Montana MT

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
367
 All Tables
Region_View

EnterpriseName Short name

Massachusetts MA

Quebec QC

Tennessee TN

Utah UT

Bermuda BM

Grenada GN

Arkansas AR

Arizona AZ

Oregon OR

New_Mexico NM

New_Brunswick NB

New_Hampshire NH

South_Dakota SD

Turks_and_Caicos_Islands TC

Montserrat RT

CNMI

N_Mariana_Islands MP

Guam GU

North_Dakota ND

Nevada NV

Newfoundland NL

St_Lucia SA

Dominica DM

St_Vincent_Grenadines ZF

Puerto_Rico PR

Vermont VT

South_Carolina SC

Hawaii HI

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
368
 All Tables
Region_View_Member

EnterpriseName Short name

Dominican_Republic DR

Yukon_and_Northwest_Territories NT

Trinidad_Tobago TR

StKitts_Nevis KA

Jamaica JM

Nova_Scotia NS

Alaska AK

Region_View_Member
Table
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row associates a specific region with a region view.
Use Unified ICM Configuration Manager to create, update, and delete Region Prefix rows.
Related Tables
Region, on page 361 (via RegionID)
Region_View, on page 365 (via RegionViewID)

Table 318: Indexes for Region_View_Member Table

index_name index_description index_keys

XIE1Region_View_Member nonclustered located on PRIMARY RegionID

XPKRegion_View_Member clustered, unique, primary key located RegionViewID, RegionID

on PRIMARY

Table 319: Fields in Region_View_Member Table

Name Description Data Type Keys and

NULL
Option
Color Identifies the color in which to display the region in DBINT NOT
the view. NULL

RegionID Identifies the region. DBINT PK, FK,

IE-1 NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
369
 All Tables
Rename

Name Description Data Type Keys and

NULL
Option
RegionViewID A unique identifier for the record. DBINT PK NOT
NULL

Rename
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.

Table 320: Indexes for Rename Table

index_name index_description index_keys

XPKRename clustered, unique, primary key located TableName

on PRIMARY

Table 321: Fields in Rename Table

Name Description Data Type Keys and

NULL
Option
TableName The name of the historical table. VNAME32 PK NOT
NULL
Buf The name of the buffer table for swapping. VNAME32 NULL

Msg The name of the first temporary historical table. VNAME32 NULL

Tmp The name of the second temporary historical table. VNAME32 NULL

Route
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row represents a possible destination for a call. Use Unified ICM Configuration Manager to add, update,
and delete Route records.
Related Tables
Peripheral_Default_Route, on page 321 (via RouteID)
Peripheral_Target, on page 332 (via RouteID)
Route_Call_Detail, on page 372 (via RouteID)
Route_Five_Minute, on page 380 (via RouteID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
370
 All Tables
Route

Route_Half_Hour, on page 384 (via RouteID)

Route_Real_Time, on page 389 (via RouteID)
Service, on page 439 (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Target, on page 533 (via SkillTargetID)
Termination_Call_Detail, on page 540 (via RouteID

Table 322: Indexes for Route Table

index_name index_description index_keys

XAK1Route nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIE1Route nonclustered located on PRIMARY SkillTargetID, ServiceSkillTargetID

XIE2Route Nonclustered index located on DateTimeStamp

PRIMARY

XPKRoute clustered, unique, primary key located RouteID

on PRIMARY

Table 323: Fields in Route Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when the record was DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Additional information about the route. DESCRIPTION NULL

DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.

EnterpriseName An enterprise name for the route. This must be VNAME32 AK-1 NOT
unique among all routes in the enterprise. NULL

RouteID Unique identifier for the route. DBINT PK NOT

NULL
ServiceSkillTargetID Associated Service.SkillTargetID. Every route that DBINT FK, IE-1
terminates at a peripheral should have a service. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
371
 All Tables
Route_Call_Detail

Name Description Data Type Keys and

NULL
Option
SkillTargetID Foreign key from the Skill Target table that DBINT FK, IE-1
represents the destination of the route. The NULL
destination is a Service, Skill Group, Agent, or
Translation Route.

Route_Call_Detail
This table is one of the tables in the Route category (see Route, on page 598). For more information about
database rules of these tables, see Route Tables, on page 661.
It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration
and Data Server, this table gets populated on HDS database also.
Whenever the system software receives a routing request, each row in this table records information about
the routing request and the route the system software chooses for it. Therefore, the system generates a
Route_Call_Detail record for every routing request it processes.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract data from the HDS into your custom database. The
custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise
components do not use it. Use only DBDateTime (date and time of the record when written to the HDS
database) to perform the extraction. You can index the table on the custom database according to the custom
reporting needs.

Related Tables
• Call_Type, on page 108 (through CallTypeID)
• Dialed_Number, on page 210 (through DialedNumberID)
• Network_Target, on page 302 (through NetworkTargetID)
• Route, on page 370 (through RouteID)
• Route_Call_Variable, on page 379 (RecoveryKey maps to Route_Call_Variable.RCDRecoveryKey)
• Routing_Client, on page 403 (through RoutingClientID)
• Script, on page 428 (through ScriptID)
• Script_Cross_Reference, on page 430 (through FinalObjectID)
• Termination_Call_Detail, on page 540 (through Day + RouterCallKey)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
372
 All Tables
Route_Call_Detail

Table 324: Indexes for Route_Call_Detail Table

index_name index_description index_keys

XPKRoute_Call_Detail Primary key RecoveryKey

Note Unlike the default, this primary
key is nonclustered.

XIE1Route_Call_Detail Inversion key DateTime

XIE2Route_Call_Detail Inversion key DbDateTime

XIE3Route_Call_Detail Inversion key DateTime, RouterCallKey,

RouterCallKeySequenceNumber

Table 325: Fields in Route_Call_Detail Table

Name Description Data Type Keys and

NULL
Option

ANI Automatic Number Identification, identifies the VNAME32 NULL

calling party.

ApplicationGatewayID Foreign key to the Application_Gateway table and DBINT NULL

represents the instance that is selected by the Contact
sharing node for this route.

BeganCallTypeDateTime A new time stamp that indicates when the call DBDATETIME NULL
entered the current CallType.

BeganQueueTimeUTC The time at which the call is queued to the Queue DATETIME NULL
point such as Precision Queue or Skill Group.

BeganRoutingDateTime A new time stamp that indicates when the first route DBDATETIME NULL
request was received for this call.

BucketIntervalID Foreign key to the Bucket_Intervals table. DBINT NULL

CallSegmentTime Time in seconds that the system took to segment a DBINT NULL
private network call. For example, if the system
software handed off the caller to a menu of choices,
CallSegmentTime reflects the length of time the
caller spent in the menu.

CallTrace The system software does not populate this field. It Image NULL
is reserved for future use.

CallTypeID Foreign key from Call Type table. If a script changed DBINT FK
the call type, this is the final call type for the call.
NULL
This unique identifier is generated automatically by
the system software.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
373
 All Tables
Route_Call_Detail

Name Description Data Type Keys and

NULL
Option

CDPD Customer Database Provided Digits. Used to track VARCHAR(30) NULL

a call from the public network to the peripheral.
ISDN is required to carry the information to the
switch.

CED Caller-Entered Digits. VARCHAR(30) NULL

ContactShareErrorCode Contact Share Error code returned by the contact DBINT NULL
share node.
• 0 - No error
• 2 - CS_NOT_CONNECTED
No connection to the Contact Share process.
• 3 - CS_TIMED_OUT
Request to the Contact Share process failed.
• 4 - CS_CONFIG_ERROR
Contact Share process encountered a
configuration related error.
• 5 - CS_EXECUTION_ERROR
Contact Share process encountered an
expression execution related error.
• 8 - CS_APPGTW_ERROR
Unable to lookup application gateway with the
code that the Contact Share process returned.
• 9 - CS_UNKNOWN_ERROR
Contact Sharing encountered an unknown error.

ContactShareGroupID Foreign key to the Contact_Share_Group table and DBINT NULL

represents the Contact Share Group ID for this route.

ContactShareQueueID Foreign key to the Contact_Share_Queue table and DBINT NULL

represents the Contact Share Queue ID selected by
the Contact Sharing node for this route.

ContactShareResult Result of the Contact Share Calculation as defined DBFLT4 NULL

by the Rule Expression.

ContactShareRuleID Foreign key to the Contact_Share_Rule table and DBINT NULL

represents the Contact Share Rule in effect at the
time of this route.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
374
 All Tables
Route_Call_Detail

Name Description Data Type Keys and

NULL
Option

DateTime The date and time when the call was routed. DBDATETIME IE-1
NOT
NULL

DateTimeUTC Routing end time, presented in UTC format. DATETIME NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-2
are written to the HDS database. The logger database
NULL
has NULL for this column.

DialedNumberID Foreign key from the Dialed Number table. DBINT FK

NULL

DialedNumberString The dialed number for the call. If the dialed number VNAME32 NULL
for the call is configured, this is the same as the
DialedNumberString of the dialed number specified
by DialedNumberID. If the dialed number for the
call is not configured, this is the dialed number string
and DialedNumberID is NULL.

ECCPayloadID A unique identifier for this ECC payload DBINT NULL

EndQueueTimeUTC The time at which the call is ended from Queue point DATETIME NULL
such as Precision Queue or Skill Group.

FinalObjectID Identifies the node ID of the last script node that was DBINT NULL
executed to route the call.

Label Identifies the label that was passed to the routing VNAME32 NULL
client. For a translation routed call, this is the label
for translation route, not the ultimate destination. If
the label passed to the routing client for the call is
configured, this will be the same as the Label field
of the label specified by LabelID. If the label for the
call is not configured, this is the label passed back
to the routing client and the LabelID will be NULL.

LabelID Identifies the label that was passed to the routing DBINT FK
client. For a translation routed call, this is the label
NULL
for the translation route, not the ultimate destination.

MRDomainID An identifier for the Media Routing Domain in the DBINT NULL
Unified ICM system configuration

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
375
 All Tables
Route_Call_Detail

Name Description Data Type Keys and

NULL
Option

MsgOrigin The originator of the request: DBSMALLINT NULL

• - 1 = Unspecified
• 1 = Switch
• 2= CallSim
• 3 = TestCall

NetQTime Time in seconds the call spent in a network router DBINT NULL
queue.
For Unified CCEor translation routed calls,
NetQTime is included in the computation of answer
wait time.
For legacy ACDS, OPC does nothing with the
NetQTime other than put it in the
Termination_Call_Detail record.

NetworkTargetID Identifies the scheduled target or peripheral target DBINT FK

that was chosen by the system software.
NULL

Originator The origin of the route request. VARCHAR(8) NULL

OriginatorType Type of originator for a private network route DBSMALLINT NULL

request. A private network route request is sent from
the ACD to the system software through the
Peripheral Gateway. For a list of valid options, see
Route Call Detail Fields, on page 631.

Priority The priority that a private network routing client DBSMALLINT NULL
gives to the call. Supported by Lucent ASAI.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 PK

internally by the Unified ICM/Unified CCE software
NOT
to track the record.
NULL
Note Unlike the default, this primary key is
nonclustered.

RequeryResult The reason for the last Requery operation. DBINT NULL

RequestType Type of request. For the list of values, see Route DBSMALLINT NOT
Call Detail Fields, on page 631. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
376
 All Tables
Route_Call_Detail

Name Description Data Type Keys and

NULL
Option

RouteID Foreign key from the Route table. This system DBINT FK
software identifier specifies the route where the call
NULL
was sent. A route is a value that is returned by a
routing script that maps to a target at a peripheral.
This target can be a service, skill group, agent, or
translation route. The value (for example, 5000), is
unique among all routes in the enterprise. It is taken
from the Route table in the Unified ICM central
database. Route IDs are generated automatically
when a route is configured in the Route
Configuration window of Unified ICM
Configuration Manager.

RouterCallKey A call key counter created and set by the system DBINT NOT
software. This value forms the unique portion of the NULL
64-bit key for the call. The system software resets
this counter at midnight.

RouterCallKeyDay A value indicating the day that the call was received DBINT NOT
and the Route_Call_Detail record was created. NULL

RouterCallKeySequenceNumber A sequence number used for ordering rows for DBINT NULL
cradle-to-grave call tracking. This number defines
the order in which the route requests were created.
This is not the order in which the Route_Call_Detail
records were created. For PG routing clients, this
field defines the Termination_Call_Detail instance
that initiated the route request.

RouterErrorCode Error code from the CallRouter process. DBSMALLINT NULL

See Router Error Codes for the complete list of
RouterError codes.

RouterQueueTime Number of seconds the call was held in the DBINT NULL
CallRouter queue.

RoutingClientCallKey Call counter generated by the routing client in a DBINT NULL

private network. The counter occasionally resets, so
duplicate values do occur.

RoutingClientID Foreign key from the Routing Client table. This is DBSMALLINT FK
a unique identifier for this routing client. The routing
NOT
client ID is generated automatically when the routing
NULL
client is configured in the Routing Client
Configuration window of Unified ICM
Configuration Manager.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
377
 All Tables
Route_Call_Detail

Name Description Data Type Keys and

NULL
Option

ScriptID Foreign key from Script table. Indicates the script DBINT FK
used to route the call. This unique identifier is
NULL
generated automatically by the system software.

TargetLabel The label associated with the ultimate target at the VNAME32 NULL
switch. For a translation routed call, this is the label
of the final destination, not of the translation route
itself. If the label for the call is configured, this will
be the same as the Label field of the label specified
by TargetLabelID. If the label for the call is not
configured, this is the final label for the call and
TargetLabelID will be NULL.

TargetLabelID The label associated with the ultimate target at the DBINT NULL
switch. For a translation routed call, this is the label
of the final destination, not of the translation route
itself.

TargetType A numeric value representing the execution result DBINT NULL

of the routing script. To see the list of values, see
Route Call Detail Fields, on page 631.

TimeZone The Central Controller’s time zone for the date and DBINT NULL
time. The value is the offset in minutes from
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Unused This field is reserved. CHAR(4) NULL

UserToUser ISDN private network User to User information. VARCHAR(131) NULL

Variable1 User-defined call variable. VARCHAR(40) NULL

Variable2 User-defined call variable. VARCHAR(40) NULL

Variable3 User-defined call variable. VARCHAR(40) NULL

Variable4 User-defined call variable. VARCHAR(40) NULL

Variable5 User-defined call variable. VARCHAR(40) NULL

Variable6 User-defined call variable. VARCHAR(40) NULL

Variable7 User-defined call variable. VARCHAR(40) NULL

Variable8 User-defined call variable. VARCHAR(40) NULL

Variable9 User-defined call variable. VARCHAR(40) NULL

Variable10 User-defined call variable. VARCHAR(40) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
378
 All Tables
Route_Call_Variable

Name Description Data Type Keys and

NULL
Option

VruProgress The VRUProgress call variable value. DBINT NULL

VruScripts Number of VRU Script nodes encountered by the DBINT NULL

call.

VRUStartTimeUTC The time at which the call connected to the VRU for DATETIME NULL
self-service.

VRUEndTimeUTC The time at which the VRU ended the call and the DATETIME NULL
call is queued to agent or terminated after
self-service.

Route_Call_Variable
This table is one of the tables in the Route category (see Route, on page 598). For more information about
database rules of these tables, see Route Tables, on page 661.
It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration
and Data Server, this table gets populated on HDS database also.
Each row records the value of an expanded call variable for a call routed by the system software. If the
expanded call variable is an array, one Route_Call_Variable row is generated for each element of the array.
Therefore, the system software generates a Route_Call_Variable record for each enabled persistent expanded
call variable for every routing request it processes.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract data from the HDS into your custom database. The
custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise
components do not use it. Use only DBDateTime (date and time of the record when written to the HDS
database) to perform the extraction. You can index the table on the custom database according to the custom
reporting needs.
Related Tables
Expanded_Call_Variable, on page 253 (via ExpandedCallVariableID)
Route_Call_Detail, on page 372 (RCDRecoveryKey maps to Route_Call_Detail.RecoveryKey)

Table 326: Indexes for Route_Call_Variable Table

index_name index_description index_keys

XAK1Route_Call_Variable Clustered, unique, unique key located on RCDRecoveryKey, ExpandedCallVariableID,

PRIMARY ArrayIndex

XIE1Route_Call_Variable Nonclustered located on PRIMARY DateTime

XIE2Route_Call_Variable Nonclustered located on PRIMARY DbDateTime

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
379
 All Tables
Route_Five_Minute

index_name index_description index_keys

XPKRoute_Call_Variable Nonclustered, unique, primary key located RecoveryKey

on PRIMARY

Table 327: Fields in Route_Call_Variable Table

Name Description Data Type Keys and

NULL
Option
ArrayIndex If the expanded call variable is an array, this DBINT AK-2 NOT
identifies the array element: 0 to N-1, where N is NULL
the size of the array.

DateTime The date and time when the call was routed. DBSMALLDATE IE-1 NOT
NULL
DbDateTime The current date and time stamp when the records DBDATETIME IE-2 NULL
are written to the HDS database. The logger database
has NULL for this column.

ECCValue The value of the call variable or array element. VARCHAR(255) NULL

ExpandedCallVariableID Identifies the expanded call variable. DBSMALLINT AK-2, FK

NOT
NULL
RCDRecoveryKey The RecoveryKey value from the associated DBFLT8 AK-2 NOT
Route_Call_Detail row. NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

Route_Five_Minute
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
It gets populated on central and HDS databases. Each row contains statistics about a route during the most
recent five-minute interval. The system software generates Route_Five_Minute records for each route.
Related Table
Route, on page 370 (via RouteID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
380
 All Tables
Route_Five_Minute

Table 328: Indexes for Route_Five_Minute Table

index_name index_description index_keys

XAK1Route_Five_Minute Nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XPKRoute_Five_Minute Clustered, unique, primary key located on DateTime, RouteID, TimeZone

PRIMARY

Table 329: Fields in Route_Five_Minute Table

Name Description Data Type Keys and

NULL
Option
AgentsTalking Number of agents in the Talking state for the route DBINT NULL
at the end of the five-minute interval.

AvgDelayQAbandTo5 Average delay time of abandoned calls in queue for DBINT NULL
the route during the five-minute interval.

AvgDelayQNow Average delay in queue for the route at the end of DBINT NULL
the five-minute interval.

AvgHandleTimeTo5 Average handle time in seconds for calls to the route DBINT NULL
ending during the five-minute interval. This includes
any HoldTime, TalkTime, and WorkTime associated
with the call. The HandleTime and AvgHandleTime
values are updated in the database when the after-call
work time associated with the call (if any) is
completed.

AvgSpeedAnswerTo5 Average answer wait time for all incoming calls to DBINT NULL
the route during the five-minute interval.

AvgTalkTimeTo5 Average talk time in seconds for calls to the route DBINT NULL
ending during the five-minute interval. Talk time is
populated with the TalkTime and HoldTime
associated with call to the route.

CallsAbandQToday Running total of calls to the route abandoned in DBINT NULL

queue since midnight.

CallsAnsweredTo5 Number of calls to the route answered during the DBINT NULL
five-minute DBINTerval.

CallsAnsweredToday Number of calls to the route answered since DBINT NULL

midnight.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
381
 All Tables
Route_Five_Minute

Name Description Data Type Keys and

NULL
Option
CallsHandledTo5 Number of calls to the route handled during the DBINT NULL
five-minute DBINTerval. A call is counted as
handled when the call is finished (that is, when any
after-call work associated with the call is completed).
Handled Call
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.

CallsHandledToday Running total of calls to the route handled at the DBINT NULL
peripheral since midnight. CallsHandled includes
all calls handled by any answering resource for the
route (for example, an IVR, agent, or voice mail
port).

CallsIncomingToday Running total of incoming calls to this route since DBINT NULL
midnight. Incoming calls include only Inbound ACD
calls arriving on trunks (that is, calls that are not
internally generated).

CallsInProgress The total number of inbound and outbound calls that DBINT NULL
had previously been offered (for example, calls being
played an announcement, queued calls, or connected
calls) and are currently being handled for the route
at the end of the five-minute interval.

CallsLeftQTo5 Number of calls to the route that were removed from DBINT NULL
the queue during the five-minute interval (includes
abandoned calls).

CallsOfferedTo5 Number of calls to the route offered in the DBINT NULL

five-minute interval. The CallsOffered count
includes calls that are overflowed and transferred
into the service or route. A call is counted as offered
as soon as it is associated with a route.

CallsOfferedToday Running total of incoming calls plus internal calls DBINT NULL
offered to the route since midnight.

CallsQNow Calls in queue for the route at the peripheral at the DBINT NULL
end of the interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
382
 All Tables
Route_Five_Minute

Name Description Data Type Keys and

NULL
Option
CallsRoutedToday Running total of calls the system software sent to DBINT NULL
the route since midnight.

DateTime The Central Controller date and time at the start of DBSMALLDATE PK NOT
the five-minute interval. NULL

LongestCallQ Length of time that the longest call in the queue for DBINT NULL
the route had been there at the end of the five-minute
interval.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

RouteID Foreign key from the Route table. DBINT PK, FK

NOT
NULL
ServiceLevelAbandTo5 Total of calls to the route abandoned within the DBINT NULL
service level threshold during the five-minute
interval.

ServiceLevelAbandToday Cumulative total of calls to the route abandoned DBINT NULL

within the service level threshold since midnight.

ServiceLevelCallsOfferedTo5 Total number of calls to the route that had a service DBINT NULL
level event during the five-minute interval.

ServiceLevelCallsOfferedToday Total number of calls to the route that had a service DBINT NULL
level event since midnight.

ServiceLevelCallsQHeld Number of calls to the route that had been in queue DBINT NULL
longer than the service level threshold as of the end
of the five-minute interval.

ServiceLevelCallsTo5 Total of calls to the route answered within the DBINT NULL
service level threshold during the five-minute
interval.

ServiceLevelCallsToday Cumulative total of calls to the route answered DBINT NULL

within the service level since midnight.

ServiceLevelTo5 Service level for the route for the five-minute DBFLT4 NULL
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
383
 All Tables
Route_Half_Hour

Name Description Data Type Keys and

NULL
Option
ServiceLevelToday Cumulative service level for this route since DBFLT4 NULL
midnight. The system software uses the same type
of calculation as specified for the service associated
with the route.

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Unused1 This field is not used. DBFLT4 NULL

Route_Half_Hour
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Central database only. Each row contains statistics for each route during the most recent 30-minute interval.
The system software generates Route_Half_Hour records for each route.
Related Table
Route, on page 370 (via RouteID)

Table 330: Indexes for Route_Half_Hour Table

index_name index_description index_keys

XAK1Route_Half_Hour nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XIE1Route_Half_Hour nonclustered located on PRIMARY DbDateTime

XPKRoute_Half_Hour clustered, unique, primary key located on DateTime, RouteID, TimeZone

PRIMARY

Table 331: Fields in Route_Half_Hour Table

Name Description Data Type Keys and

NULL
Option
AnswerWaitTimeToHalf Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the route during the half-hour interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
384
 All Tables
Route_Half_Hour

Name Description Data Type Keys and

NULL
Option
AvgDelayQAbandToHalf Average delay time of calls to the route that were DBINT NULL
abandoned in queue during the half-hour interval.
This value is calculated as follows:
DelayQAbandTimeToHalf / CallsAbandQToHalf

AvgDelayQToHalf Average delay in seconds for calls queued for the DBINT NULL
route during the half-hour interval. The value is
calculated as follows: DelayQTimeToHalf /
CallsQToHalf

AvgHandleTimeToHalf The average handled calls time in seconds for calls DBINT NULL
counted as handled for the route during the half-hour
interval. HandleTime is tracked only for inbound
ACD calls that are counted as handled for the
service. HandleTime is the time spent from the call
being answered by the agent to the time the agent
completed after-call work time for the call. This
includes any TalkTime, HoldTime, and WorkTime
associated with the call. This value is calculated as
follows: HandleTimeToHalf /
CallsHandledToHalf. The AvgHandleTime value
is counted when the after-call work time associated
with the call is completed, and the database is
updated every half hour.

AvgSpeedAnswerToHalf Average answer wait time for all incoming calls to DBINT NULL
the route in the half-hour interval. This value is
calculated as follows: AnswerWaitTimeToHalf /
CallsAnsweredToHalf

AvgTalkTimeToHalf The average talk time in seconds for calls to the DBINT NULL
route. Talk time includes the time that calls were in
a talking or hold state. It is populated with the
TalkTime and HoldTime associated with call to the
route (from Termination_Call_Detail). This value
is calculated as follows: TalkTimeToHalf /
CallsHandledToHalf .The field is counted when
all after-call work associated with the call is
completed, and the database is updated every half
hour.

BlindTransfersOutToHalf The number of calls that were blind transferred out DBINT NULL
for this route during the half-hour interval.

CallsAbandQToHalf Number of calls abandoned in queue on this route DBINT NULL

during the half-hour interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
385
 All Tables
Route_Half_Hour

Name Description Data Type Keys and

NULL
Option
CallsAnsweredToHalf The total number of calls answered by agents, IVRs, DBINT NULL
or voice-mail ports for the route during the half-hour
interval.

CallsHandledToHalf Total number of calls handled on this route during DBINT NULL
the half-hour interval. CallsHandled includes all
calls handled by any answering resource for the route
(for example, an IVR, agent, or voice mail port).
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.

CallsIncomingToHalf Total of incoming calls on this route during the DBINT NULL
half-hour interval. Incoming calls include only
Inbound ACD calls arriving on trunks (that is, calls
that are not internally generated).

CallsOfferedToHalf Total of incoming calls plus internal calls offered DBINT NULL
on this route during the half-hour interval.

CallsQToHalf Number of calls to the route in queue during the DBINT NULL
half-hour interval. A call that queues multiple times
is counted as queued once for the route.

CallsRoutedToHalf Total calls the system software sent to this route DBINT NULL
during the half-hour interval.

DateTime The date and time at the start of the half-hour DBSMALLDATE PK NOT
interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
are written to the HDS database. The logger database
has NULL for this column.

DelayQAbandTimeToHalf The total number of seconds that calls to the route DBINT NULL
that were abandoned in queue waited during the
interval. These are calls that existed in the queue but
were abandoned before being handled by an agent
or trunk device.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
386
 All Tables
Route_Half_Hour

Name Description Data Type Keys and

NULL
Option
DelayQTimeToHalf Sum of delay time of all calls in queue for the route DBINT NULL
during the half-hour interval. This field is populated
with the LocalQTime from the
Termination_Call_Detail record.

ForcedClosedCallsToHalf The number of calls to the route that were DBINT NULL
determined to be closed following an interruption
in data during the half-hour interval.
ForcedClosedCalls are calls that terminated because
of errors tracking the call's state transition. Calls
may become forced closed if there is lack of events
from the ACD's CTI interfaces (for example, a lack
of a Disconnect event, or failure on the switch's CTI
connection).

HandleTimeToHalf The total time in seconds that calls were handled for DBINT NULL
the route during the half-hour interval. Handle time
is tracked only for inbound ACD calls that are
counted as handled for the route. HandleTime is the
time spent from the call being answered by the agent
to the time the agent completed after-call work time
for the call. This includes any HoldTime, TalkTime,
and WorkTime associated with the call. The
HandleTime and AvgHandleTime values are updated
in the database when the after-call work time
associated with the call is completed.

HoldTimeToHalf Total hold time in seconds for calls to the route that DBINT NULL
ended during the half-hour interval.

LongestCallAbandTime The longest time in seconds a call was in queue for DBINT NULL
the route before being abandoned during the
half-hour interval. This includes the LocalQTime,
DelayTime, and RingTime.

LongestCallDelayQTime The longest time in seconds a call was in queue for DBINT NULL
the route before being answered during the half-hour
interval. This includes the LocalQTime for the call.

OverflowInToHalf Number of calls that the peripheral retargeted, or DBINT NULL

overflowed, into the route during the half-hour
interval. The system software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
387
 All Tables
Route_Half_Hour

Name Description Data Type Keys and

NULL
Option
OverflowOutToHalf Number of calls the peripheral retargeted, or DBINT NULL
overflowed, out of the route during the half-hour
interval. The system software keeps counts of the
number of calls moved our of each service or route
(overflowed out) and moved into each service or
route (overflowed in).

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

RedirectNoAnsCallsToHalf Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service during
the current half-hour interval.

Reserved1 Reserved for future use. DBINT NULL

Reserved2 Reserved for future use. DBINT NULL

Reserved3 Reserved for future use. DBINT NULL

Reserved4 Reserved for future use. DBINT NULL

Reserved5 Reserved for future use. DBFLT4 NULL

RouteID Foreign key from the Route table. DBINT PK, FK

NOT
NULL
ServiceLevelAbandToHalf Cumulative total of calls to the route abandoned DBINT NULL
within the service level during the half-hour interval.

ServiceLevelCallsOfferedToHalf Number of calls to the route that have had a service DBINT NULL
level event during the current half-hour interval.

ServiceLevelCallsToHalf Cumulative total of calls to the route answered DBINT NULL

within the service level during the half-hour interval.

ServiceLevelToHalf Cumulative service level for the route during the DBFLT4 NULL
half-hour interval. The system software uses the
same type of service level calculation as specified
for the service associated with the route.

ServiceLevelType Service Level Type used to calculate Service level DBINT NULL
for this interval

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
388
 All Tables
Route_Real_Time

Name Description Data Type Keys and

NULL
Option
ShortCallsTimeToHalf The time, in seconds, accumulated by calls that were DBINT NULL
too short to be counted as abandoned during the
half-hour interval. These calls were abandoned
before the abandoned call wait time expired.

ShortCallsToHalf The total number of calls to the route that were too DBINT NULL
short to be considered abandoned during the
half-hour interval. A call is determined to be a short
call if it is abandoned before the Abandoned Call
Wait Time expired. Short calls are not considered
abandoned, nor are they accounted for in any of the
Unified ICM abandoned calls calculations.

TalkTimeToHalf The number of seconds the call was talking plus the DBINT NULL
number of seconds the call was on hold. TalkTime
for routes and services is taken from the TalkTime
and HoldTime. It is counted when any after-call
work associated with the call is completed, and the
database is updated every half hour.

TimeZone The Central Controller’s time zone for the date and DBINT NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Route_Real_Time
Table
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Local database only.
Each row contains real time information about a route. The system software generates a Route_Real_Time
record for each route.
Related Table
Route, on page 370 (via RouteID)

Table 332: Indexes for Route_Real_Time Table

index_name index_description index_keys

XPKRoute_Real_Time clustered, unique, primary key located on RouteID

PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
389
 All Tables
Route_Real_Time

Table 333: Fields in Route_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AgentsTalking Number of agents for the route currently in the DBINT NULL
talking state

AnswerWaitTimeHalf Sum of answer wait time in seconds for all calls DBINT NULL
offered to the route during the current half-hour
interval.

AnswerWaitTimeTo5 Sum of answer wait time in seconds for all calls DBINT NULL
offered to the route during the rolling five-minute
interval.

AnswerWaitTimeToday Sum of answer wait time in seconds for all calls DBINT NULL
offered to the route since midnight.

AvgDelayQAbandTo5 Average delay time of abandoned calls in queue for DBINT NULL
the route during the rolling five-minute interval:
DelayQAbandTimeTo5 / CallsAbandQTo5.

AvgDelayQNow Average delay for calls to the route currently in DBINT NULL
queue.

AvgHandleTimeTo5 Average handle time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval:
HandleTimeTo5 / CallsHandledTo5.

AvgSpeedAnswerTo5 Average answer wait time for all calls offered to the DBINT NULL
route during the rolling five-minute interval:
AnswerWaitTimeTo5 / CallsAnsweredTo5.

AvgTalkTimeTo5 Average talk time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval:
TalkTimeTo5 / CallsHandledTo5.

CallsAbandQHalf Number of calls to this route abandoned while in DBINT NULL

queue or ringing during the current half-hour
interval.

CallsAbandQTo5 Number of calls to the route abandoned while in DBINT NULL

queue or ringing during the rolling five-minute
interval.

CallsAbandQToday Number of calls to this route abandoned while in DBINT NULL

queue or ringing since midnight.

CallsAnsweredHalf Number of calls to the route answered by agents DBINT NULL

during the current half-hour interval.

CallsAnsweredTo5 Number of calls to the route answered by agents DBINT NULL

during the rolling five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
390
 All Tables
Route_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsAnsweredToday Number of calls to the route answered by agents DBINT NULL
since midnight.

CallsHandledHalf Number of calls handled on the route during the DBINT NULL
current half-hour interval.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.

CallsHandledTo5 Number of calls handled for the route during the DBINT NULL
rolling five-minute interval.
A handled call/task is completed when the agent
associated with the call/task finishes the wrap-up
work associated with the call/task.

CallsHandledToday Number of calls handled on the route since midnight. DBINT NULL

CallsIncomingHalf Number of incoming calls on this route during the DBINT NULL
current half-hour interval.

CallsIncomingToday Number of incoming calls on this route since DBINT NULL

midnight.

CallsInProgress Number of calls in queue or being handled on this DBINT NULL

route now.

CallsLeftQTo5 Number of calls to the route that were removed from DBINT NULL
the queue during the rolling five-minute interval
(includes abandoned calls).

CallsOfferedHalf Number of incoming calls plus internal calls offered DBINT NULL
on this route during the current half-hour interval.

CallsOfferedTo5 Number of calls offered to the route during the DBINT NULL
rolling five-minute interval.

CallsOfferedToday Number of incoming calls plus internal calls offered DBINT NULL
on this route since midnight.

CallsQNow Number of calls to the route in queue now at the DBINT NULL
peripheral.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
391
 All Tables
Route_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsQNowTime Total queue time in seconds for all calls to the route DBINT NULL
currently in queue.

CallsRoutedHalf Number of calls sent on this route during the current DBINT NULL
half-hour interval.

CallsRoutedToday Number of calls the system software sent to this DBINT NULL
route since midnight.

DateTime Date and time that this data was last updated. DBDATETIME NOT
NULL
DelayQAbandTimeTo5 Sum of delay time of all calls to route abandoned in DBINT NULL
queue during the rolling five-minute interval.

HandleTimeHalf Total handle time in seconds for calls to the route DBINT NULL
ending during the current half-hour interval.

HandleTimeTo5 Total handle time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval.

HandleTimeToday Total handle time in seconds for calls to the route DBINT NULL
ending since midnight.

HoldTimeHalf The total hold time in seconds for calls to the route DBINT NULL
ending during the current half-hour interval.

HoldTimeTo5 The total hold time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval.

HoldTimeToday The total hold time in seconds for calls to the route DBINT NULL
ending since midnight.

LongestCallQ TTime that the longest call in the queue for the route DBDATETIME NULL
was put there.

OverflowInNow Number of overflowed in calls now in queue or in DBINT NULL

progress for the route.

OverflowOutNow Number of overflowed out calls for the route now DBINT NULL
in queue or in progress elsewhere.

RedirectNoAnsCallsHalf Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service during
the current half-hour interval.

RedirectNoAnsCallsTo5 Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service during
the rolling five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
392
 All Tables
Route_Real_Time

Name Description Data Type Keys and

NULL
Option
RedirectNoAnsCallsToday Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service since
midnight.

RouteID Foreign key from the Route table. DBINT PK, FK

NOT
NULL
ServiceLevelAbandHalf Number of calls to the route abandoned within the DBINT NULL
service level threshold during the current half-hour
interval.

ServiceLevelAbandTo5 Number of calls abandoned within the service level DBINT NULL
threshold during the rolling five-minute interval.

ServiceLevelAbandToday Number of calls to the route abandoned within the DBINT NULL
service level threshold since midnight.

ServiceLevelCallsHalf Number of calls to the route answered within the DBINT NULL
service level threshold during the current half-hour
interval.

ServiceLevelCallsOfferedHalf Number of calls to the route that have had a service DBINT NULL
level event during the current half-hour interval.

ServiceLevelCallsOfferedTo5 Number of calls to the route that have been either DBINT NULL
answered or abandoned during the rolling
five-minute interval.

ServiceLevelCallsOfferedToday Number of calls to the route that have had a service DBINT NULL
level event since midnight.

ServiceLevelCallsQHeld Number of calls to the route currently in queue for DBINT NULL
longer than the service level threshold.

ServiceLevelCallsTo5 Number of calls to the route answered within the DBINT NULL
service level threshold during the rolling five-minute
interval.

ServiceLevelCallsToday Number of calls to the route answered within the DBINT NULL
service level threshold since midnight.

ServiceLevelHalf Service level for the route during the current DBFLT4 NULL
half-hour interval.

ServiceLevelTo5 Service level for the route during the rolling DBFLT4 NULL
five-minute interval.

ServiceLevelToday Service level for the route since midnight. The DBFLT4 NULL
system software uses the same type of calculation
as specified for the service associated with the route.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
393
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
TalkTimeHalf The total talk time in seconds for calls to the route DBINT NULL
ending during the current half-hour interval.

TalkTimeTo5 The total talk time in seconds for calls to the route DBINT NULL
ending during the rolling five-minute interval.

TalkTimeToday The total talk time in seconds for calls to the route DBINT NULL
ending since midnight.

Router_Queue_Interval
This table defines the statistics about each Precision Queue during the last 15 or 30 minute interval.

Table 334: Indexes for Router_Queue_Interval Table

index_name index_description index_keys

XAK1Router_Queue_Interval nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Router_Queue_Interva nonclustered located on PRIMARY DbDateTime

XPKRouter_Queue_Interval Clustered unique primary key located DateTime, PrecisionQueueID, TimeZone

on PRIMARY

Table 335: Fields in Router_Queue_Interval Table

Name Description Data Type Keys and

NULL
Option
AbandInterval1 The number of calls abandoned within Interval 1. For Router DBINT NULL
Queue Interval, AbandInterval is calculated from the time the
call is queued to a skill group or a precision queue, to the time
the call is abandoned. This includes any requery time.

AbandInterval2 Number of calls abandoned within interval 2. See DBINT NULL

AbandInterval1.

AbandInterval3 Number of calls abandoned within interval 3. See DBINT NULL

AbandInterval1.

AbandInterval4 Number of calls abandoned within interval 4. See DBINT NULL

AbandInterval1.

AbandInterval5 Number of calls abandoned within interval 5. See DBINT NULL

AbandInterval1.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
394
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
AbandInterval6 Number of calls abandoned within interval 6. See DBINT NULL
AbandInterval1.

AbandInterval7 Number of calls abandoned within interval 7. See DBINT NULL

AbandInterval1.

AbandInterval8 Number of calls abandoned within interval 8. See DBINT NULL

AbandInterval1.

AbandInterval9 Number of calls abandoned within interval 9. See DBINT NULL

AbandInterval1.

AbandInterval10 Number of calls abandoned within interval 10. See DBINT NULL
AbandInterval1.

AbandStep1 Number of calls abandoned in step 1. DBINT NULL

AbandStep2 Number of calls abandoned in step 2. DBINT NULL

AbandStep3 Number of calls abandoned in step 3. DBINT NULL

AbandStep4 Number of calls abandoned in step 4. DBINT NULL

AbandStep5 Number of calls abandoned in step 5. DBINT NULL

AbandStep6 Number of calls abandoned in step 6. DBINT NULL

AbandStep7 Number of calls abandoned in step 7. DBINT NULL

AbandStep8 Number of calls abandoned in step 8. DBINT NULL

AbandStep9 Number of calls abandoned in step 9. DBINT NULL

AbandStep10 Number of calls abandoned in step 10. DBINT NULL

AnsInterval1 The number of calls answered within Interval 1. For Router DBINT NULL
Queue Interval, AnsInterval is calculated from the time the
call is queued to a skill group or a precision queue, to the time
the call is answered. This includes any requery time.

AnsInterval2 Number of calls answered within interval 2. See AnsInterval1. DBINT NULL

AnsInterval3 Number of calls answered within interval 3. See AnsInterval1. DBINT NULL

AnsInterval4 Number of calls answered within interval 4. See AnsInterval1. DBINT NULL

AnsInterval5 Number of calls answered within interval 5. See AnsInterval1. DBINT NULL

AnsInterval6 Number of calls answered within interval 6. See AnsInterval1. DBINT NULL

AnsInterval7 Number of calls answered within interval 7. See AnsInterval1. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
395
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
AnsInterval8 Number of calls answered within interval 8. See AnsInterval1. DBINT NULL

AnsInterval9 Number of calls answered within interval 9. See AnsInterval1. DBINT NULL

AnsInterval10 Number of calls answered within interval 10. See DBINT NULL
AnsInterval1.

AnsStep1 Number of calls answered in step 1. DBINT NULL

AnsStep2 Number of calls answered in step 2. DBINT NULL

AnsStep3 Number of calls answered in step 3. DBINT NULL

AnsStep4 Number of calls answered in step 4. DBINT NULL

AnsStep5 Number of calls answered in step 5. DBINT NULL

AnsStep6 Number of calls answered in step 6. DBINT NULL

AnsStep7 Number of calls answered in step 7. DBINT NULL

AnsStep8 Number of calls answered in step 8. DBINT NULL

AnsStep9 Number of calls answered in step 9. DBINT NULL

AnsStep10 Number of calls answered in step 10. DBINT NULL

AttributeID1 Attribute 1 associated with the precision queue. DBINT NULL

AttributeID2 Attribute 2 associated with the precision queue. DBINT NULL
AttributeID3 Attribute 3 associated with the precision queue. DBINT NULL
AttributeID4 Attribute 4 associated with the precision queue. DBINT NULL
AttributeID5 Attribute 5 associated with the precision queue. DBINT NULL
AttributeID6 Attribute 6 associated with the precision queue. DBINT NULL
AttributeID7 Attribute 7 associated with the precision queue. DBINT NULL
AttributeID8 Attribute 8 associated with the precision queue. DBINT NULL
AttributeID9 Attribute 9 associated with the precision queue. DBINT NULL
AttributeID10 Attribute 10 associated with the precision queue. DBINT NULL
BucketIntervalID Foreign Key to the BucketInterval table. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
396
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
CallsAbandDequeued The number of calls that were abandoned and de-queued from DBINT NULL
this Precision Queue. When a call is queued to multiple Skill
Groups or Precision Queues and abandoned, the CallsAbandQ
field is incremented for one Skill Group or Precision Queue
and CallsAbandDequeued is incremented for all of the other
skill groups and or Precision Queues. The Skill Group or
Precision Queue that is charged with the abandon is the one
to which the call had been continuously queued to the longest
at the time of the abandon. Normally, this would be the first
Skill Group or Precision Queue the script queued the call to,
unless a more complicated dequeue, queue, or requeue
scenario changes the order. The term "continuously queued"
means that if a call is queued to a group, later dequeued, and
still later requeued, the earlier time in queue is not used in
determining which group the abandon is charged against. This
field is applicable to Unified CCE environments and to
Unified ICM environments where calls are translation-routed
to Skill Groups. This value is set by the Call Router.

CallsAbandToAgent In the reporting interval, the number of calls abandoned after DBINT NULL
they have been routed to the agent desktop and before they
have been answered (for example, Abandon Ringing). This
field is applicable for Unified CCE systems and for systems
where calls are translation-routed to Skill Groups.

CallsAbandQ Number of calls queued to the group by the CallRouter that DBINT NULL
were abandoned during the half- hour interval. This field is
set by the CallRouter.

CallsAnswered Number of calls answered by this precision queue across all DBINT NULL
peripherals.
CallsDequeued The number of calls that were de-queued from this skill group DBINT NULL
to be routed to another Skill Group or Precision Queue in the
reporting interval. This field is also incremented when a call
is de-queued via Cancel Queue node. This field is applicable
to Unified CCE environments and to Unified ICM
environments where calls are translation-routed to Skill
Groups.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
397
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
CallsOffered The number of calls routed or queued for the Precision Queue DBINT NULL
in the reporting interval. This value is set by the Call Router.
This fields does not include local ACD calls, not routed by
Unified ICM. Such calls are counted in the CallsOffered field
of Skill_Group tables.
Note CallsOffered = CallsAbandToAgent +
CallsHandled + CallsDequeued +
RedirectNoAnsCalls + RouterError + CallsAbandQ
+ CallsAbandDequeued.
This field is applicable to Unified CCE environments and to
Unified ICM environments where calls are translation-routed
to Skill Groups. This value is incremented by:
• CallType short calls that are counted as abandoned for
Skill Groups. (There is no short call count in the
Skill_Group_Real_Time table.)
• Calls that are cancelled bis Cancel Queue node and
re-queued to the same Skill Group.
• Calls that are routed to a Skill Group, re-queried, and
re-queued to the same Skill Group

DateTime The date and time at the start of the reporting interval. DBSMALLDATE NOT NULL

DbDateTime The current date and time stamp when the records are written DBDATETIME NULL
to the HDS database. The logger database has NULL for this
column.

DelayQAbandTime The summation of time spent waiting in queue with this skill DBINT NULL
group by callers that abandon before being routed to an agent.

RedirectNoAnsCalls The value represents the number of calls that reached an DBINT NULL
agent's terminal and been redirected on failure to answer in
this Precision Queue during the current reporting interval.

CallsHandled The value represents the number of inbound routed calls DBINT NULL
answered and wrap-up completed by agents associated with
this Precision Queue during the reporting interval. This field
is applicable for Unified CCE.
A handled call is either:
• An incoming routed call that was answered by an agent
and then completed.
• A non-voice task that the agent started working on then
completed. A handled call or task is completed when the
agent associated with the call or task finishes the wrap-up
work associated with the call or task.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
398
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
FutureUseInt2 Reserved for future use. DBINT NULL
FutureUseInt3 Reserved for future use. DBINT NULL
FutureUseInt4 Reserved for future use. DBINT NULL
FutureUseInt5 Reserved for future use. DBINT NULL
MaxCallsQueued The maximum number of calls queued for this skill group DBINT NULL
during this interval. Calls queued against multiple skill groups
are included in the count for each skill group to which the
calls are queued.

MaxCallWaitTime The longest a call had to wait before being answered, DBINT NULL
abandoned, or otherwise ended. This includes time in the
network queue, local queue, and ringing at the agent if
applicable.

OfferedStep1 Number of calls offered in step 1. DBINT NULL

OfferedStep2 Number of calls offered in step 2. DBINT NULL
OfferedStep3 Number of calls offered in step 3. DBINT NULL
OfferedStep4 Number of calls offered in step 4. DBINT NULL
OfferedStep5 Number of calls offered in step 5. DBINT NULL
OfferedStep6 Number of calls offered in step 6. DBINT NULL
OfferedStep7 Number of calls offered in step 7. DBINT NULL
OfferedStep8 Number of calls offered in step 8. DBINT NULL
OfferedStep9 Number of calls offered in step 9. DBINT NULL
OfferedStep10 Number of calls offered in step 10. DBINT NULL
PrecisionQueueID Reserved for future use. DBINT NULL

PickRequests The total number of pick requests successfully routed by the DBINT NULL
precision queue.

PullRequests The total number of pull requests successfully routed by the DBINT NULL
precision queue.

PickErrors Number of pick requests resulting in an error. DBINT NULL

PullErrors Number of pull requests resulting in an error. DBINT NULL

QueueCalls Number of calls queued to the group by the CallRouter during DBINT NULL
the reporting interval. This field is set by the CallRouter.

RecoveryDay Currently not used, set to zero (0). DBINT NOT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
399
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
RecoveryKey A unique ID assigned to each record and used internally by DBFLT8 NOT NULL
the Unified ICM/Unified CCE software to track the record.

ReportingHalfHour The value indicates Half Hour boundary interval (0 - 47). Two DBINT NULL
15 minute interval records will have a unique half hour
boundary value.

ReportingInterval This value indicates the period, in minutes, over which the DBINT NULL
router calculates the Call Type and Call Type Skill Group
data. The valid values are 30 (default) or 15.

RoutedToAgent Number of calls sent to an agent using this precision queue. DBINT NULL
RouteError The number of calls that resulted in an error condition in the DBINT NULL
reporting interval. This field is applicable to Unified CCE
environments and to Unified ICM environments where calls
are translation-routed to Skill Groups.

ServiceLevel Service Level for the skill group during the reporting interval. DBFLT4 NULL
This value is computed based on the ServiceLevelCalls,
ServiceLevelCallsoffered, ServiceLevelCallsAband and
CallsDequeued. There are three types of service level
calculations, and they are determined by the Service Level
type chosen in configuration. They are:
• Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered -
ServiceLevelCallsAband - CallsDequeued)
• Abandoned Calls have Negative Impact ServiceLevel =
ServiceLevelCalls / ServiceLevelCallsoffered -
CallsDequeued)
• Abandoned Calls have Positive Impact ServiceLevel =
(ServiceLevelCalls + ServiceLevelCallsAband) /
(ServiceLevelCallsoffered - CallsDequeued)

Note This field is relevant to the Unified CCE

environment only.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
400
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
ServiceLevelCalls For Router Queue Interval, ServiceLevelCalls is calculated DBINT NULL
from the time the call type changes to the time the call is
answered.
Calls may abandon while in the Skill Group queue, or they
may abandon after they have been routed to a Skill Group.
Calls that abandon after they are routed to a Skill Group are
identified by TCD records with abandoned call disposition
flag. If the call is queued and abandons before it is routed to
any Skill Groups (within the ServiceLevel threshold), the
Router will increment this value for ALL the Skill Groups
this call was queued for. If the call abandons after it was
routed to a Skill Group, that Skill Group will have
ServiceLevelCallsAband incremented.
Note This field is relevant to the Unified CCE
environment only.

ServiceLevelCallsAband For Router Queue Interval, ServiceLevelAband is calculated DBINT NULL

from the time the call type changes to the time the call is
abandoned.
The number of calls that abandoned within the skill group
ServiceLevel threshold in the reporting interval. Calls may
abandon while in the Skill Group queue, or they may abandon
after they have been routed to a Skill Group. Calls that
abandon after they are routed to a Skill Group are identified
by TCD records with abandoned call disposition. If the call
is queued and abandons before it is routed to any Skill Groups
(within the ServiceLevel threshold), the Router will increment
this value for ALL the Skill Groups this call was queued for.
If the call abandons after it was routed to a Skill Group, that
Skill Group will have ServiceLevelCallsAband incremented.
Other Skill Groups will have ServiceLevelCallsDequeued
incremented. Dequeuing the call via Cancel Node has no
impact on ServiceLevelCallsAband.
Note This field is relevant to the Unified CCE
environment only.
Note With the existence of a network VRU, this value
includes time in the network queue.

ServiceLevelCallsDequeue The number of queued calls de-queued from a skill group DBINT NULL
within the skill ServiceLevel threshold in the reporting
interval. Calls may be de-queued via Cancel Queue node or
de-queued from this Skill Group to be routed to a different
Skill Group. Note: This field is relevant to the Unified CCE
environment only. Note: With the existence of a network
VRU, this value includes time in the network queue.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
401
 All Tables
Router_Queue_Interval

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsOffered The number of calls routed to a skill group or queued for a DBINT NULL
skill group in the reporting interval. Includes the following
categories of calls:
• Calls that are answered within the ServiceLevel threshold
• Calls that are abandoned within the ServiceLevel
threshold
• Calls that are redirected within the ServiceLevel
threshold (this is consistent with Call Type ServiceLevel)
• Calls that are not complete after the ServiceLevel
threshold has passed (that is, calls queued longer than
the Service Level threshold).

Note ServicelevelCallsOffered field, calls that

encountered an error are counted, irrespective of
how the calls ended (within or beyond the
threshold). You can use the RouterError field to
exclude all the erroneous calls and
ServiceLevelError field to exclude erroneous calls
before threshold.Note: This field is relevant to the
Unified CCE environment only.
Note With the existence of a network VRU, this value
includes time in the network queue.

ServiceLevelError The calls that ended in Error state within the skill group DBINT NULL
Service Level threshold during the reporting interval
Note This field is relevant to the Unified CCE
environment only.
Note With the existence of a network VRU, this value
includes time in the network queue.

ServiceLevelRONA The calls that redirected on no answer within the Service Level DBINT NULL
threshold during the reporting interval. These calls are part
of the ServiceLevelCallsOffered.
Note: This field is relevant to the Unified CCE environment
only.
Note: With the existence of a network VRU, this value
includes time in the network queue.
Note: "Calls" may include voice calls and nonvoice tasks
from third-party multichannel applications that use the Task
Routing APIs.

SkipStep1 Number of calls skipped due to Consider If in step 1. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
402
 All Tables
Routing_Client

Name Description Data Type Keys and

NULL
Option
SkipStep2 Number of calls skipped due to Consider If in step 2. DBINT NULL
SkipStep3 Number of calls skipped due to Consider If in step 3. DBINT NULL
SkipStep4 Number of calls skipped due to Consider If in step 4. DBINT NULL
SkipStep5 Number of calls skipped due to Consider If in step 5. DBINT NULL
SkipStep6 Number of calls skipped due to Consider If in step 6. DBINT NULL
SkipStep7 Number of calls skipped due to Consider If in step 7. DBINT NULL
SkipStep8 Number of calls skipped due to Consider If in step 8. DBINT NULL
SkipStep9 Number of calls skipped due to Consider If in step 9. DBINT NULL
SkipStep10 Number of calls skipped due to Consider If in step 10. DBINT NULL
TimeZone The Central Controller’s time zone for the date and time. The DBINT NOT NULL
value is the offset in minutes from UTC(formerly GMT).The
value is negative for time zones to the east of UTC and
positive for time zones to the west of UTC.

Routing_Client
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
Each row corresponds to a routing client; that is, an entity that can submit routing requests to the system
software. A routing client can be either a Network Interface Controller (NIC) or a Peripheral Gateway (PG).
Use the NIC Explorer tool to add, update, and delete Routing_Client records.
Related Tables
Default_Call_Type, on page 205 (via RoutingClientID)
Dialed_Number, on page 210 (via RoutingClientID)
Label, on page 276 (via RoutingClientID)
Logical_Interface_Controller, on page 281(via LogicalControllerID)
Peripheral, on page 317 (via PeripheralID)
Route_Call_Detail, on page 372 (via RoutingClientID)
Routing_Client_Five_Minute, on page 407 (via RoutingClientID)
Translation_Route_Half_Hour, on page 560 (via RoutingClientID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
403
 All Tables
Routing_Client

Table 336: Indexes for Routing_Client Table

index_name index_description index_keys

XAK1Routing_Client nonclustered, unique, unique key located EnterpriseName

on PRIMARY

XIE1Routing_Client nonclustered located on PRIMARY PeripheralID

XIE2Routing_Client nonclustered located on PRIMARY LogicalControllerID

XPKRouting_Client clustered, unique, primary key located on RoutingClientID

PRIMARY

Table 337: Fields in Routing_Client Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

ClientType The type of client. For an ICRP NIC, this is the type DBSMALLINT NOT
of the ultimate client on the Network ICM. In all NULL
other cases, it is the same as the Logical Interface
Controller's ClientType. To see Client Type values,
see Client Type, on page 620.

ConfigParam String containing information specific to a routing varchar(255) NULL

client device (for example, a subsystem number). A
null value indicates no configuration parameters are
provided.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
404
 All Tables
Routing_Client

Name Description Data Type Keys and

NULL
Option
CongestionTreatmentMode Congestion treatment mode for routing clients. DBINT NULL
Values for this field include the following:
• 0 - Use System Congestion Control: The call
treatment will be applied based on System
Congestion Control settings.
• 1 - Treat call with Dialed Number Default
Label: The calls to be rejected due to
congestion are treated with the default label of
the dialed number on which the new call
arrived.
• 2 - Treat call with Routing Client Default
Label: The calls to be rejected due to
congestion are treated with the default label of
the routing client which of the new call arrived.
• 3 - Treat call with System Default Label: The
calls to be rejected due to congestion are treated
with the system default label set in Congestion
Control settings.
• 4 - Terminate call with a Dialog Fail or
RouteEnd: Terminates the new call dialog with
a dialog failure.
• 5 - Treat call with a Release Message to the
Routing Client: Terminates the new call dialog
with a release message.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DefaultLabel Default label for the routing client to treat the call. VNAME32 NULL
This label will respond when congestion treatment
is set to Treat call with System Default Label (3).
The label will be sent only to the calls to be rejected.
DefaultMRDomainID The default Media Routing Domain associated with DBINT NULL
this routing client.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N= No

Description Additional information about the routing client. DESCRIPTION NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
405
 All Tables
Routing_Client

Name Description Data Type Keys and

NULL
Option
DialedNumberLabelMapPresent • 0 =Not to use DN/Label map DBSMALLINT NOT
NULL
• 1 =Use DN/Label map for labels, excluding
translation route labels
• 2=Use DN/Label map for all labels, including
translation route labels

EnterpriseName An enterprise name for this routing client. The name VNAME32 AK-1 NOT
must be unique among all routing clients in the NULL
enterprise.

LateThreshold Threshold value, in milliseconds, for classifying DBSMALLINT NOT

responses as late. Any response that exceeds this NULL
threshold is considered late even if it does not exceed
the TimeoutThreshold.

LogicalControllerID Specifies the logical interface controller (PG or NIC) DBSMALLINT FK,, IE-2
that services the routing client. NOT
NULL
NetworkRoutingClient A name used to associate routing clients across VNAME32 NULL
instances.

NetworkTransferPreferred When the target of a call transfer is reachable by DBCHAR NOT

both a label defined for the requesting routing client NULL
and by another label defined for the network routing
client that pre-routed the call, this column indicates
which choice is preferred. Stored as a character:
• Y = Network Transfer is preferred
• N = Network Transfer is not preferred.

PeripheralID Indicates which peripheral is acting as the interface DBSMALLINT FK, IE-1
to the system software within a private network. NULL

RoutingClientID Unique identifier for this routing client. DBSMALLINT PK NOT

NULL
RoutingType Type of routing for MR client type. The value is DBINT NULL
NONE by default, or Multichannel when
implemented with Social Media.

TimeoutLimit Maximum time, in seconds, for which the routing DBSMALLINT NOT
client waits for a response. If the routing client NULL
receives no responses from the system software
within this limit, it terminates routing operation.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
406
 All Tables
Routing_Client_Five_Minute

Name Description Data Type Keys and

NULL
Option
TimeoutThreshold Maximum time, in milliseconds, the routing client DBSMALLINT NOT
can wait for a response to a routing request. The NIC NULL
sends a default response slightly before this
threshold.

Routing_Client_Five_Minute
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
It gets populated on central and HDS databases. This table contains statistics for each routing client during
the five-minute interval.
The system software generates Routing_Client_Five_Minute records for each routing client.
Related Tables
Physical_Interface_Controller, on page 336(via PhysicalControllerID)
Routing_Client, on page 403 (via RoutingClientID)

Table 338: Indexes for Routing_Client_Five_Minute Table

index_name index_description index_keys

XAK1Routing_Client_Five_Minute nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XPKRouting_Client_Five_Minute clustered, unique, primary key located on DateTime, RoutingClientID,

PRIMARY PhysicalControllerID, TimeZone

Table 339: Fields in Routing_Client_Five_Minute Table

Name Description Data Type Keys and

NULL
Option
AbandonTo5 Number of Abandoned messages the routing client DBINT NULL
sent to the system software during the five-minute
interval.

ActivityTestTo5 Number of Activity Test messages sent during the DBINT NULL
five-minute interval.

AnnouncementTo5 Number of announcement labels the system software DBINT NULL

sent to the routing client during the five-minute
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
407
 All Tables
Routing_Client_Five_Minute

Name Description Data Type Keys and

NULL
Option
AnswerTo5 Number of Answered messages the routing client DBINT NULL
sent to the system software during the five-minute
interval.

CalledPartyBusyTo5 Number of Called Party Busy messages the routing DBINT NULL
client sent to the system software during the
five-minute interval.

CallEventReportTo5 Number of Call Event Report messages the routing DBINT NULL
client sent to the system software during the
five-minute interval.

CallGapTo5 Number of Call Gap messages the system software DBINT NULL
sent to the routing client during the five-minute
interval.

CallRouterQueueTo5 Number of CallRouter queue messages the system DBINT NULL

software sent to the routing client during the
five-minute interval.

CircularRouteResponsesTo5 The number of responses to the routing client during DBINT NOT
the five-minute interval in which the destination is NULL
the same as the source.

CongestionDurationTo5 Congestion duration in number of seconds during DBINT NULL

the five minute interval.
ConnectTo5 Number of Connect messages the system software DBINT NULL
sent to the routing client during the five-minute
interval.

DateTime Central Controller date and time at the start of the DBSMALLDATE PK NOT
five-minute interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
are written to the HDS database. The logger database
has NULL for this column

DestinationTo5 Number of destination labels the system software DBINT NULL

sent to the routing client during the five-minute
interval.

DialogErrorConfTo5 Number of Dialog Fail Confirm messages the routing DBINT NULL
client sent to the system software during the
five-minute interval.

DialogFailTo5 Number of Dialog Fail messages the system software DBINT NULL
sent to the routing client during the five-minute
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
408
 All Tables
Routing_Client_Five_Minute

Name Description Data Type Keys and

NULL
Option
DiscardedCallsTo5 During the five-minute, the number of requests from DBINT NOT
the routing client discarded because of an internal NULL
constraint, such as buffering.

DisconnectTo5 Number of Disconnect messages the routing client DBINT NULL

sent to the system software during the five-minute
interval.

HighestCongestionLevelTo5 Highest congestion level in a five-minute interval. DBINT NULL

Histogram0 The number of calls routed in a 100-millisecond DBINT NULL
period.

Histogram1 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram2 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram3 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram4 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram5 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram6 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram7 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram8 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram9 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram10 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram11 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram12 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram13 The number of calls routed in a 100-millisecond DBINT NULL

period.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
409
 All Tables
Routing_Client_Five_Minute

Name Description Data Type Keys and

NULL
Option
Histogram14 The number of calls routed in a 100-millisecond DBINT NULL
period.

Histogram15 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram16 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram17 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram18 The number of calls routed in a 100-millisecond DBINT NULL

period.

Histogram19 Number of responses to the routing client that DBINT NULL

exceeded the late threshold but did not timeout.

LateCallsTo5 Total number of calls during the five-minute interval DBINT NOT
that were responded to after the late threshold. NULL

MaxDelay Maximum delay, in milliseconds, of responses to DBINT NOT

the routing client during the five-minute interval. NULL

MeanResponseTo5 Mean time, in milliseconds, for the responses to the DBINT NOT
routing client during the five-minute interval. NULL

NetworkBusyTo5 Number of Busy labels the system software sent to DBINT NULL
the routing client during the five-minute interval.

NetworkDefaultTo5 Number of Network Default responses the system DBINT NULL

software sent to the routing client during the five-
minute interval.

NetworkPostQueryTo5 Number of Post-Query labels the system software DBINT NULL

sent to the routing client during the five-minute
interval.

NetworkResourceTo5 Number of Network Resource labels the system DBINT NULL

software sent to the routing client during the
five-minute interval.

NetworkRingTo5 Number of Ring labels the system software sent to DBINT NULL
the routing client during the five-minute interval.

NewCallTo5 Number of New Call messages the routing client DBINT NULL
sent to the system software during the five-minute
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
410
 All Tables
Routing_Client_Five_Minute

Name Description Data Type Keys and

NULL
Option
NoAnswerTo5 Number of No Answer messages the routing client DBINT NULL
sent to the system software during the five-minute
interval.

NumAlternateCallConfTo5 Number of Alternate Confirmations sent (NIC) or DBINT NULL

received (PG) in the five-minute window.

NumAlternateCallReqTo5 Number of Alternate Requests sent (PG) or received DBINT NULL

(NIC) in the five-minute window.

NumBlindTransferConfTo5 The number of blind transfer confirmation messages DBINT NULL

the routing client sent during the five-minute
interval.

NumCallEstablishedEventTo5 Number of Established Events sent (NIC) or received DBINT NULL

(PG) in the five-minute window.

NumCallFailedEventTo5 The number of call failure event messages the DBINT NULL
routing client sent during the five-minute interval.

NumCallHeldEventTo5 Number of Held Events sent (NIC) or received (PG) DBINT NULL
in the five-minute window..

NumCallOriginatedEventTo5 Number of Originated Events sent (NIC) or received DBINT NULL

(PG) in the five-minute window..

NumCancelInd The number of cancel indications the VRU routing DBINT NULL
client sent to the VRU during the five-minute
interval.

NumConferenceCallConfTo5 Number of Conference Confirmations sent (NIC) or DBINT NULL

received (PG) in the five-minute window.

NumConferenceCallReqTo5 Number of Conference Requests sent (PG) or DBINT NULL

received (NIC) in the five-minute window.

NumConferencedEventTo5 Number of Conferenced Events sent (NIC) or DBINT NULL

received (PG) in the five-minute window.

NumConnectionClearedEventTo5 Number of Connection Cleared Events sent (NIC) DBINT NULL

or received (PG) in the five-minute window.

NumConsultConfTo5 Number of Network Consult Confirmations DBINT NULL

(responses to Connect with operation code Consult)
sent (NIC) or received (PG) in the five-minute
window..

NumConsultTransferConfTo5 Number of Consultative Transfer Confirmations sent DBINT NULL

(NIC) or received (PG) in the five-minute window.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
411
 All Tables
Routing_Client_Five_Minute

Name Description Data Type Keys and

NULL
Option
NumConsultTransferReqTo5 Number of Consultative Transfer Requests sent (PG) DBINT NULL
or received (NIC) in the five-minute window.

NumDropConnectionConfTo5 Number of Drop Connection Confirmations sent DBINT NULL

(NIC) or received (PG) in the five-minute window.

NumDropConnectionReqTo5 Number of Drop Connection Requests sent (PG) or DBINT NULL

received (NIC) in the five-minute window.

NumReconnectCallConfTo5 Number of Reconnect Confirmations sent (NIC) or DBINT NULL

received (PG) in the five-minute window.

NumReconnectCallReqTo5 Number of Reconnect Requests sent (PG) or DBINT NULL

received (NIC)in the five-minute window.

NumRetrievedEventTo5 Number of Retrieved Events sent (NIC) or received DBINT NULL

(PG) in the five-minute window.

NumReleaseInd The number of release indications the VRU routing DBINT NULL
client sent to the VRU in the five-minute window.

NumTransferEventTo5 The number of transfer event messages the routing DBINT NULL
client sent during the five-minute interval.

PeripheralQueueTo5 Number of peripheral queue messages the system DBINT NULL

software sent to the routing client during the rollling
five-minute interval.

PhysicalControllerID Foreign key from Physical Interface Controller table. DBSMALLINT PK, FK
NOT
NULL
RcvInErrorTo5 Number of requests from the routing client that DBINT NOT
produced errors during the five-minute interval. NULL
Note This field will increment only when:
- A pre-routed (that is, translation-routed)
call terminates before reaching its
destination target for reasons other than
exceeding the late threshold, timing-out,
or being discarded.
- A post-routed call terminates for reasons
other than timing-out, being rejected for
carrying duplicate invocation, due to an
inactive Routing Client service, or being
associated with Network Transfer.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
412
 All Tables
Routing_Client_Five_Minute

Name Description Data Type Keys and

NULL
Option
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

RejectedRequestsTo5 The total number of calls rejected due to congestion DBINT NULL
in the five-minute interval
ReqInstrTo5 Number of Request Instruction messages the routing DBINT NULL
client sent to the system software during the
five-minute interval.

ReRouteReqTo5 Number of ReRoute Request messages the routing DBINT NULL

client sent to the system software during the
five-minute interval.

ResponsesTo5 Number of route responses to the routing client DBINT NOT

during the five-minute interval. NULL

RouteSelectFailureTo5 Number of Route Select Failure messages the routing DBINT NULL
client sent to the system software during the
five-minute interval.

RoutingClientID Foreign key from Routing Client table. DBSMALLINT PK, FK

NOT
NULL
RunScriptTo5 Number of Run Script messages the system software DBINT NULL
sent to the routing client during the five-minute
interval.

ScriptRespTo5 Number of Script Response messages the routing DBINT NULL

client sent to the system software during the five
minute interval.

TimeoutCallsTo5 Total number of calls during the five-minute interval DBINT NOT
that were responded to after the timeout threshold. NULL

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TranslationRouteAbortedTo5 Number of translation route requests initiated by the DBINT NULL

routing client that were aborted during the
five-minute interval.

TranslationRouteTimedOutTo5 Number of translation route requests received by the DBINT NULL

routing client that exceeded the timeout threshold
during the rollingfive-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
413
 All Tables
Routing_Pattern

Routing_Pattern
This table helps Unified CVP to maintain the routing pattern and decide the destination of the calls

Note This table is not applicable for Unified CCE.

Related Tables
• Machine_Host, on page 285 (through MachineHostID)

Table 340: Indexes for Routing_Pattern Table

index_name index_description index_keys

XPKRouting_Pattern Primary key PatternID

XAK1Routing_Pattern Unique key Pattern

Table 341: Fields in Routing_Pattern Table

Name Description Data Type Keys and NULL

Option
PatternID A primary key that identifies the pattern. DBINT PK
NOT NULL

Pattern The pattern for routing the call. varchar(24) AK

NOT NULL

MachineHostID The MachineHostID for the site name the pattern is associated to. DBINT FK
In case of main site, the value is NULL. NULL

Description The description of the pattern. DESCRIPTION NULL

PatternType The type of the pattern. DBINT NOT NULL

Valid routing pattern types and their values are as follows:
• VRU = 1
• Agent = 2
• External = 3

Destination The destination where the pattern will route the call to. varchar(255) NOT NULL
The destination is either SIP server group or Fully Qualified Domain
Name (FQDN).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
414
 All Tables
Schedule

Name Description Data Type Keys and NULL

Option
SendToOriginator Enables 'Send Call to Originator'. DBCHAR NULL
Note This feature is supported only for VXML Gateway. It
routes the VXML invite to the same gateway from where
the call came.

If the feature is not selected, the value is NULL.

This field has only three possible values: 'Y', 'N', and NULL.

RNATimeout Enables 'RNA Timeout for Outbound Calls'. DBSMALLINT NULL

If the feature is not selected, the value is NULL.

ConfigParam Reserved for future use. varchar(512) NULL

ChangeStamp A value that increments when the record changes the CHANGESTAMP NOT NULL
CHANGESTAMP in the central controller database.

Schedule
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Each row describes a schedule to be imported from an external system. Imported data are stored in the
Schedule_Import and Schedule_Import_Real_Time tables.
Use the Workforce Management System Import tool to create, delete, or modify Schedule rows.
Related Tables
Agent, on page 16 (via ScheduleID)
Business_Entity, on page 101 (via EntityID)
ICR_View, on page 264 (via ICRViewID)
Import_Log, on page 266 (via ScheduleID)
Import_Schedule, on page 275 (via ScheduleID)
Schedule_Import, on page 417(via ScheduleID)
Schedule_Import_Real_Time, on page 419 (via ScheduleID)
Schedule_Map, on page 421 (via ScheduleID)
Schedule_Report, on page 422 (via ScheduleReportID)
Schedule_Source, on page 425(via ScheduleSourceID)
Scheduled_Target, on page 426 (via ScheduleID)
Service, on page 439 (via ScheduleID)
Service_Array, on page 442 (via ScheduleID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
415
 All Tables
Schedule

Skill_Group, on page 480 (via ScheduleID)

Table 342: Indexes for Schedule Table

index_name index_description index_keys

XAK1Schedule nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY

XIE1Schedule nonclustered located on PRIMARY ScheduleReportID

XIE2Schedule nonclustered located on PRIMARY ScheduleSourceID

XIE3Schedule nonclustered located on PRIMARY ICRViewID

XPKSchedule clustered, unique, primary key located ScheduleID

on PRIMARY

Table 343: Fields in Schedule Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.
Deleted Deleted Flag. Stored as a character: DBCHAR NOT
NULL
• Y = Yes
• N=No

Description Additional information about the schedule. DESCRIPTION NULL

EnterpriseName A unique name for the schedule. VNAME32 AK-1 NOT

NULL
EntityID If partitioning is enabled, indicates the business DBINT AK-1, FK
entity to which the schedule belongs. NOT
NULL
ICRViewID Foreign key to a description of how the system DBINT FK, IE-3
software interprets the Schedule_Import data for the NULL
schedule.

ScheduleID A unique identifier for the schedule. DBINT PK NOT

NULL
SchedulePeriod The number of minutes in each scheduling interval. DBINT NOT
A schedule can contain different data for each NULL
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
416
 All Tables
Schedule_Import

Name Description Data Type Keys and

NULL
Option
ScheduleReportID Foreign key to the schedule report. DBINT FK, IE-1
NULL
ScheduleSourceID Foreign key to a description of the source from DBINT FK, IE-2
which the schedule is imported. NULL

ScheduleType The type of the schedule: DBINT NOT

NULL
• 1 = TCS
• 2 = Custom
• 5 = Report Export
• 6 = Periodic

Schedule_Import
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Contains the schedule data imported from a source system. Only specific fields within this table are meaningful
for any schedule type. The meaning of the imported data is described by the ICR_View and View_Column
tables.
Related Table
Schedule, on page 415 (via ScheduleID)

Table 344: Indexes for Schedule_Import Table

index_name index_description index_keys

XAK1Schedule_Import nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKSchedule_Import clustered, unique, primary key located DateTime, ScheduleID, TimeZone

on PRIMARY

Table 345: Fields in Schedule_Import Table

Name Description Data Type Keys and

NULL
Option
Bool1 An imported value. DBCHAR NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
417
 All Tables
Schedule_Import

Name Description Data Type Keys and

NULL
Option
Bool2 An imported value. DBCHAR NOT
NULL
DateTime The date and time at which the schedule data in the DBDATETIME PK NOT
record becomes effective. NULL

DateTime1 An imported value. DBDATETIME NULL

DateTime2 An imported value. DBDATETIME NULL

DateTime3 An imported value. DBDATETIME NULL

Double1 An imported value. DBFLT8 NULL

Double2 An imported value. DBFLT8 NULL

Double3 An imported value. DBFLT8 NULL

Double4 An imported value. DBFLT8 NULL

Double5 An imported value. DBFLT8 NULL

Double6 An imported value. DBFLT8 NULL

Double7 An imported value. DBFLT8 NULL

Double8 An imported value. DBFLT8 NULL

Double9 An imported value. DBFLT8 NULL

Double10 An imported value. DBFLT8 NULL

Long1 An imported value. DBINT NULL

Long2 An imported value. DBINT NULL

Long3 An imported value. DBINT NULL

Long4 An imported value. DBINT NULL

Long5 An imported value. DBINT NULL

Long6 An imported value. DBINT NULL

Long7 An imported value. DBINT NULL

Long8 An imported value. DBINT NULL

Long9 An imported value. DBINT NULL

Long10 An imported value. DBINT NULL

Long11 An imported value. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
418
 All Tables
Schedule_Import_Real_Time

Name Description Data Type Keys and

NULL
Option
Long12 An imported value. DBINT NULL

Long13 An imported value. DBINT NULL

Long14 An imported value. DBINT NULL

Long15 An imported value. DBINT NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

ScheduleID Foreign key to the Schedule for which the data are DBINT PK, FK
imported. NOT
NULL
String1 An imported value. DESCRIPTION NULL

String2 An imported value. DESCRIPTION NULL

String3 An imported value. DESCRIPTION NULL

String4 An imported value. DESCRIPTION NULL

String5 An imported value. DESCRIPTION NULL

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Schedule_Import_Real_Time
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Local database only. The scheduling data for the current time period as imported from an external source.
Related Table
Schedule, on page 415 (viaScheduleID)

Table 346: Indexes for Schedule_Import_Real_Time Table

index_name index_description index_keys

XPKSchedule_Import_Real_Time clustered, unique, primary key located DateTime, ScheduleID, TimeZone

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
419
 All Tables
Schedule_Import_Real_Time

Table 347: Fields in Schedule_Import_Real_Time Table

Name Description Data Type Keys and

NULL
Option
Bool1 An imported value. DBCHAR NULL

Bool2 An imported value. DBCHAR NULL

DateTime The date and time at which the schedule data in the DBDATETIME PK NOT
record becomes effective. NULL

DateTime1 An imported value. DBDATETIME NULL

DateTime2 An imported value. DBDATETIME NULL

DateTime3 An imported value. DBDATETIME NULL

Double1 An imported value. DBFLT8 NULL

Double2 An imported value. DBFLT8 NULL

Double3 An imported value. DBFLT8 NULL

Double4 An imported value. DBFLT8 NULL

Double5 An imported value. DBFLT8 NULL

Double6 An imported value. DBFLT8 NULL

Double7 An imported value. DBFLT8 NULL

Double8 An imported value. DBFLT8 NULL

Double9 An imported value. DBFLT8 NULL

Double10 An imported value. DBFLT8 NULL

Long1 An imported value. DBINT NULL

Long2 An imported value. DBINT NULL

Long3 An imported value. DBINT NULL

Long4 An imported value. DBINT NULL

Long5 An imported value. DBINT NULL

Long6 An imported value. DBINT NULL

Long7 An imported value. DBINT NULL

Long8 An imported value. DBINT NULL

Long9 An imported value. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
420
 All Tables
Schedule_Map

Name Description Data Type Keys and

NULL
Option
Long10 An imported value. DBINT NULL

Long11 An imported value. DBINT NULL

Long12 An imported value. DBINT NULL

Long13 An imported value. DBINT NULL

Long14 An imported value. DBINT NULL

Long15 An imported value. DBINT NULL

ScheduleID An imported value. Foreign key to the Schedule for DBINT PK, FK
which the data are imported. NOT
NULL
String1 An imported value. DESCRIPTION NULL

String2 An imported value. DESCRIPTION NULL

String3 An imported value. DESCRIPTION NULL

String4 An imported value. DESCRIPTION NULL

String5 An imported value. DESCRIPTION NULL

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Schedule_Map
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Identifies the primary key values from a schedule in the external data source from which it is imported. Each
schedule has one Schedule_Map row for each component of the primary key. If the primary key is a compound
key, the schedule has multiple Schedule_Map rows.
Related Table
Schedule, on page 415 (viaScheduleID)

Table 348: Indexes for Schedule_Map Table

index_name index_description index_keys

XIE1Schedule_Map nonclustered located on PRIMARY ScheduleID

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
421
 All Tables
Schedule_Report

index_name index_description index_keys

XPKSchedule_Map clustered, unique, primary key located ScheduleMapID

on PRIMARY

Table 349: Fields in Schedule_Map Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description IAdditional information about the key field. DESCRIPTION NULL

FieldName The name of a primary key field. VNAME32 NOT

NULL
FieldValue The value of the primary key field for the schedule. DESCRIPTION NOT
NULL
ScheduleID Foreign key that identifies the schedule. DBINT IE-1, FK
NOT
NULL
ScheduleMapID A unique identifier for the record. DBINT PKNOT
NULL

Schedule_Report
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Each row describes a report used to export information from the ICM platform to a workforce management
system.
Related Tables
Schedule, on page 415 (via ScheduleReportID)
Schedule_Report_Input, on page 424 (via ScheduleReportID)

Table 350: Indexes for Schedule_Report Table

index_name index_description index_keys

XAK1Schedule_Report nonclustered, unique, unique key EntityID, EnterpriseName

located on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
422
 All Tables
Schedule_Report

index_name index_description index_keys

XPKSchedule_Report clustered, unique, primary key located ScheduleReportID

on PRIMARY

Table 351: Fields in Schedule_Report Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the report. DESCRIPTION NULL

EnterpriseName A name that is unique among all schedule reports VNAME32 AK-1 NOT
defined in the system database. NULL

EntityID If partitioning is enabled, indicates the business DBINT AK-1, FK

entity to which the schedule belongs. NOT
NULL
PathName For a SQL report, the UNC name of the file. varchar(255) NULL

ReportType The type of report: DBINT NOT

NULL
• 8 = Based on a template.
• 9= Based on a SQL report.

ScheduleReportID A unique identifier for the report. DBINT PK NOT

NULL
SystemName For a SQL report, the name of the system containing VNAME32 NULL
the report.

SystemTimeZone For a template-based report, the time zone offset to varchar(255) NULL
use with the template.

TemplateCategory For a template-based report, the category used to VNAME32 NULL

locate the template.

TemplateName For a template-based report, the name of the template varchar(255) NULL
used to create the report.

TemplateOptions For a template-based report, options used with the varchar(255) NULL
template: /H to include the SQL header and column
name information; /A to append to the output file

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
423
 All Tables
Schedule_Report_Input

Name Description Data Type Keys and

NULL
Option
TemplateScope For a template-based report, the scope used to locate VNAME32 NULL
the template.

Schedule_Report_Input
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Specifies the targets that are used with a template to create a schedule report.
Related Tables
Schedule_Report, on page 422 (via ScheduleReportID)

Table 352: Indexes for Schedule_Report_Input Table

index_name index_description index_keys

XIE1Schedule_Report_Input nonclustered located on PRIMARY ScheduleReportID

XPKSchedule_Report_Input clustered, unique, primary key located ScheduleReportInputID

on PRIMARY

Table 353: Fields in Schedule_Report_Input Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

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

ForeignKey Foreign key from a configuration table. This is DBINT NOT

always an ID field. NULL

ScheduleReportID Identifies the associated schedule report. DBINT FK, IE-1

NOT
NULL
ScheduleReportInputID A unique identifier for the report input row. To see DBINT PK NOT
the possible values, see Target Types: Script Cross NULL
Reference and Scheduled Report Input, on page 640.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
424
 All Tables
Schedule_Source

Name Description Data Type Keys and

NULL
Option
TargetType Type of table to which the ForeignKey applies. To DBINT NOT
see the list of values, see Target Types: Script Cross NULL
Reference and Scheduled Report Input, on page 640.

Schedule_Source
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Each row indicates the system and path from which the associated schedule data are imported.
Related Table
Schedule, on page 415 (via ScheduleSourceID)

Table 354: Indexes for Schedule_Source Table

index_name index_description index_keys

XIE1Schedule_Source nonclustered located on PRIMARY EntityID

XPKSchedule_Source clustered, unique, primary key located ScheduleSourceID

on PRIMARY

Table 355: Fields in Schedule_Source Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the data source. DESCRIPTION NULL

EntityID If partitioning is enabled, indicates the business DBINT FK, IE-1

entity to which the schedule belongs. NULL

FilePath The full file path from which data are retrieved. DESCRIPTION NULL

LoginName The user name to use when logging into the system. varchar(64) NULL

ScheduleSourceID A unique identifier for the record. DBINT PK NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
425
 All Tables
Scheduled_Target

Name Description Data Type Keys and

NULL
Option
SystemName The name of the system. VNAME32 NOT
NULL
SystemPassword The password to use when logging into the system. varchar(32) NULL

SystemTimeZone The time zone for the system. The value is the offset varchar(255) NULL
in minutes from UTC (formerly called GMT).

SystemType The type of system from which the data are DBINT NOT
imported. NULL

Scheduled_Target
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Each row represents a scheduled target. A scheduled target is not associated with a peripheral and the system
software has only limited information about it: number of agents scheduled and number of calls in progress.
You can route calls to scheduled targets using the Scheduled Select script node.
Use the Scheduled Target Explorer to create, delete, and update scheduled targets.
Related Tables
Customer_Definition, on page 203 (via CustomerDefinitionID)
Network_Target, on page 302 (via NetworkTargetID)
Schedule, on page 415 (via ScheduleID)
Scheduled_Target_Real_Time, on page 427 (via NetworkTargetID)

Table 356: Indexes for Schedule_Target Table

index_name index_description index_keys

XAK1Scheduled_Target nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIE1Scheduled_Target nonclustered located on PRIMARY CustomerDefinitionID

XPKScheduled_Target clustered, unique, primary key located NetworkTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
426
 All Tables
Scheduled_Target_Real_Time

Table 357: Fields in Scheduled_Target Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

CustomerDefinitionID Identifies the customer definition associated with DBINT FK, IE-1
the scheduled target. NULL

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

EnterpriseName A name that is unique among all scheduled targets VNAME32 AK-1 NOT
defined in the system database. NULL

NetworkTargetID Identifier that is unique among all announcements, DBINT PK, FK

peripheral targets, and scheduled targets in the NOT
system. NULL

ScheduleID Identifies the schedule associated with the scheduled DBINT FK NULL
target.

Scheduled_Target_Real_Time
This table is in the Route category (see Route, on page 598). To see database rules for these tables, see Route
Tables, on page 661.
Local database only.
Contains one row for each scheduled target. The system software updates the real-time data each time it sends
a call to the target or receives a notification from the routing client that a call has completed. The Administration
& Data Server receives updated data every 15 seconds.
Related Table
Scheduled_Target, on page 426 (via NetworkTargetID)

Table 358: Indexes for Scheduled_Target_Real_Time Table

index_name index_description index_keys

XPKScheduled_Target_Real_Time clustered, unique, primary key located NetworkTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
427
 All Tables
Script

Table 359: Fields in Scheduled_Target_Real_Time Table

Name Description Data Type Keys and

NULL
Option
CallsInProgress The number of calls currently in progress at the DBINT NULL
scheduled target.

DateTime The date and time when the row was last updated. DBDATETIME NOT
NULL
MaxCallsInProgress The maximum number of simultaneous calls the DBINT NULL
target can handle for the current time period (based
on its schedule).

NetworkTargetID Identifies the scheduled target. DBINT PK, FK

NOT
NULL
RouterCallsQNow Number of calls currently queued at the CallRouter DBINT NULL
for this target.

Script
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row represents a version of a routing script or an administrative script. You can save multiple versions
of each script. The binary representation of the script version is stored in the Script_Data table. General
information that applies to all versions of a script is stored in the Master Script table.
Use the Script Editor to create and modify scripts.
Related Tables
Call_Type_Real_Time, on page 138 (via ScriptID)
Master_Script, on page 294 (via MasterScriptID)
Route Call Data (via ScriptID)
Script_Cross_Reference, on page 430 (via ScriptID)
Script_Data, on page 431 (via ScriptID)
Script_Five_Minute, on page 431 (via ScriptID)
Script_Print_Control, on page 433(via ScriptID)
Script_Real_Time, on page 434 (via ScriptID)
Script_Queue_Real_Time, on page 433 (via ScriptID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
428
 All Tables
Script

Table 360: Indexes for Script Table

index_name index_description index_keys

XIE1Script Nonclustered index located on DateTimeStamp

PRIMARY

XAK1Script nonclustered, unique, unique key MasterScriptID, Version

located on PRIMARY

XPKScript clustered, unique, primary key located ScriptID

on PRIMARY

Table 361: Fields in Script Table

Name Description Data Type Keys and

NULL
Option
Author User name of person who last modified the script VNAME32 NULL
version.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DateTime The date and time when the script version was saved. DBDATETIME NOT
NULL
Deleted Deleted Flag. Stored as a character: DBCHAR NOT
NULL
• Y = Yes
• N = No

Description Further information about the script. DESCRIPTION NULL

Length Number of bytes of data in the binary representation DBINT NOT

of the script. NULL

MasterScriptID Foreign key from the Master Script table. DBINT AK-1, FK
NOT
NULL
QuickEditBaseVersion If this version was created by using Quick Edit, this DBINT NULL
field indicates the previous script version. The
metering information from the base version can be
carried over to the new version.

ScriptID Unique identifier for a specific version of a script. DBINT PK NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
429
 All Tables
Script_Cross_Reference

Name Description Data Type Keys and

NULL
Option
Valid Indicates whether the script was saved in an invalid DBCHAR NOT
state. NULL

Version The active version of the master script. The system DBINT AK-1 NOT
software uses only the active version. NULL

Script_Cross_Reference
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
It contains information about which configuration objects each script version references. This information is
used to determine whether a script version becomes invalid when configuration information changes.
The system software automatically maintains the Script_Cross_Reference table.
Related Tables
Route_Call_Detail, on page 372 (via LocalID)
Script, on page 428 (via ScriptID)

Table 362: Indexes for Script_Cross_Reference Table

index_name index_description index_keys

XIE1Script_Cross_Reference nonclustered located on PRIMARY ForeignKey

XPKScript_Cross_Reference clustered, unique, primary key located ScriptID, LocalID

on PRIMARY

Table 363: Fields in Script_Cross_Reference Table

Name Description Data Type Keys and

NULL
Option
ForeignKey Foreign key from a configuration table. This is DBINT IE-1 NOT
always an ID field. NULL

LocalID Local ID in script that cross references a foreign key DBINT PK NOT
field in one of the other configuration tables. NULL

ScriptID Foreign key from Script table. DBINT PK, FK,

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
430
 All Tables
Script_Data

Name Description Data Type Keys and

NULL
Option
TargetType Type of table to which the ForeignKey applies. To DBSMALLINT NOT
see the possible values, see Target Types: Script NULL
Cross Reference and Scheduled Report Input, on
page 640.

Script_Data
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
It contains a binary version of a routing script or administrative script. A long script may require multiple
Script_Data rows.
The Script Editor automatically maintains the Script_Data table.
Related Tables
Script, on page 428 (via ScriptID)

Table 364: Indexes for Script_Data Table

index_name index_description index_keys

XPKScript_Data clustered, unique, primary key located ScriptID, RowOrder

on PRIMARY

Table 365: Fields in Script_Data Table

Name Description Data Type Keys and

NULL
Option
RowOrder Ordinal number of the rows that apply to a specific DBINT PK NOT
script. NULL

ScriptData Internal script representation. image NULL

ScriptID Foreign key from Script table. DBINT PK, FK

NOT
NULL

Script_Five_Minute
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
431
 All Tables
Script_Five_Minute

It gets populated on central and HDS databases. This table contains statistics about each script version for the
most recent five-minute interval. The system software generates Script_Five_Minute records for each script.
Related Tables
Script, on page 428 (via ScriptID)

Table 366: Indexes for Script_Five_Minute Table

index_name index_description index_keys

XAK1Script_Five_Minute Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKScript_Five_Minute Clustered, unique, primary key located ScriptID, DateTime, TimeZone

on PRIMARY

Table 367: Fields in Script_Five_Minute Table

Name Description Data Type Keys and

NULL
Option
CallsIncomingTo5 Number of calls that came into the script during the DBINT NOT
five-minute interval. NULL

CallsPerNode An array indicating the number of calls that traversed varchar NOT
each node of the script during the five-minute NULL
interval. Each element in the array is a short integer.
An array for a script with 40 nodes is stored in the
database as a varbinary(80) array.

CallsRoutedTo5 Number of calls that came into the script during the DBINT NOT
five-minute interval. NULL

DateTime Central Controller date and time at start of DBSMALLDATE PK NOT

five-minute interval. NULL

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

ScriptID Foreign key from the Script table. DBINT PK, FK

NOT
NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
432
 All Tables
Script_Print_Control

Script_Print_Control
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row contains default print settings for a specific script version. The Script Editor automatically maintains
the Script_Print_Control table.
Related Tables
Script, on page 428 (via ScriptID)

Table 368: Indexes for Script_Print_Control Table

index_name index_description index_keys

XAK1Script_Print_Control nonclustered, unique, unique key ScriptID

located on PRIMARY

XPKScript_Print_Control clustered, unique, primary key located ScriptPrintControlID

on PRIMARY

Table 369: Fields in Script_Print_Control Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

PrintControlSettings A string specifying the print settings for the script. varchar(255) NULL

ScriptID Foreign key from Script table. DBINT AK-1, FK

NOT
NULL
ScriptPrintControlID A unique identifier for the row. DBINT PK NOT
NULL

Script_Queue_Real_Time
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Local database only. Contains data on how tasks are processed in a script queue.
Related Tables

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
433
 All Tables
Script_Real_Time

Script, on page 428 (via ScriptID)

Table 370: Indexes for Script_Queue_Real_Time Table

index_name index_description index_keys

XPKScript_Queue_Real_Time clustered, unique, primary key located ScriptID, QueueNode

on PRIMARY

Table 371: Fields in Script_Queue_Real_Time Table

Name Description Data Type Keys and

NULL
Option
DateTime The data and time at which this data was last DBDATETIME NOT
updated. NULL

QueueNode The local script node identifier. DBINT PK NOT

NULL
ScriptID The system identifier of the application path with DBINT PK, FK
which this row is associated. NOT
NULL
TasksQueued The number of tasks queued at this script node. DBINT NULL

TimeInQueue The time in queue for the longest task. DBDATETIME NULL

Script_Real_Time
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Local database only.
Contains real time information about each script. The system software updates the real-time data each time
it executes a script. The Administration & Data Server receives updated data every 15 seconds. The real-time
data for current script versions is updated at midnight.
Related Tables
Script, on page 428 (via ScriptID)

Table 372: Indexes for Script_Real_Time Table

index_name index_description index_keys

XPKScript_Real_Time clustered, unique, primary key located ScriptID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
434
 All Tables
Script_Table

Table 373: Fields in Script_Real_Time Table

Name Description Data Type Keys and

NULL
Option
Calls Number of times the script has executed since DBINT NOT
midnight. For a routing script, this is the number of NULL
calls processed.

CpuTime CPU time spent processing the script. DBINT NOT

NULL
DateTime Central Controller date and time that this data was DBDATETIME NOT
last updated. NULL

ElapsedTime Elapsed time spent processing the script. DBINT NOT

NULL
ScriptID Foreign key from the Script Table. DBINT PK, FK
NOT
NULL
ScriptMeters Internal real time data for the script. image NULL

Script_Table
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row describes a table from an external database that can be queried from within routing scripts or
administrative scripts using the optional Gateway SQL feature.
Use Unified ICM Configuration Manager to add, update, and delete Script_Table records.
Related Tables
Script_Table_Column, on page 436 (via ScriptTableID)

Table 374: Indexes for Script_Table Table

index_name index_description index_keys

XAK1Script_Table nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XPKScript_Table clustered, unique, primary key located ScriptTableID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
435
 All Tables
Script_Table_Column

Table 375: Fields in Script_Table Table

Name Description Data Type Keys and

NULL
Option
AccessType Indicates how to query data from the table. Currently DBSMALLINT NOT
only SQL (1) is supported. NULL

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Further information about the external table. DESCRIPTION NULL

EnterpriseName A name that is unique among all script tables defined VNAME32 AK-1 NOT
in the system database. NULL

ScriptTableID A unique identifier for the external table. DBINT PK NOT

NULL
SideA The path of the database table as reached by Side A DESCRIPTION NULL
of the Central Controller.

SideB The path of the database table as reached by Side B DESCRIPTION NULL
of the Central Controller.

SecuredMode Indicates the connection mode type to the external DBINT NOT
database. NULL
0 - Non-Secured Mode
1 - Secured mode
Note The default values is 0.

FutureUseInt1 Future use DBINT NULL

FutureUseInt2 Future use DBINT NULL
FutureUseVarChar1 Future Use VARCHAR(64) NULL
FutureUseVarChar2 Future Use VARCHAR(64) NULL

Script_Table_Column
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row describes a column in a table from an external database that can be queried from within routing
scripts or administrative scripts.
Use Unified ICM Configuration Manager to add, update, and delete Script_Table_Column records.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
436
 All Tables
Sec_Group

Related Tables
Script, on page 428 (via ScriptTableID)

Table 376: Indexes for Script_Table_Column Table

index_name index_description index_keys

XAK1Script_Table_Column nonclustered, unique, unique key ScriptTableID, ColumnName

located on PRIMARY

XPKScript_Table_Column clustered, unique, primary key located ScriptTableColumnID

on PRIMARY

Table 377: Fields in Script_Table_Column Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

ColumnName The name of the column in the external database. VNAME32 AK-1 NOT
NULL
DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the column. DESCRIPTION NULL

ScriptTableColumnID A unique identifier for this script table column. DBINT PK NOT
NULL
ScriptTableID Foreign key from the Script_Table table. DBINT AK-1, FK
NOT
NULL

Sec_Group
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Used internally to track the state of records in the User_Group table. The Sec_Group table contains one row
for each User_Group row.
Related Table
User_Group, on page 571 (via UserGroupID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
437
 All Tables
Sec_User

Table 378: Indexes for Sec_Group Table

index_name index_description index_keys

XPKSec_Group clustered, unique, primary key located UserGroupID

on PRIMARY

Table 379: Fields in Sec_Group Table

Name Description Data Type Keys and

NULL
Option
UserGroupID Foreign key from the User_Group table. DBINT PK, FK
NOT
NULL
UserGroupName The name of the group. varchar(64) NOT
NULL

Sec_User
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Used internally to track the state of users in the User_Group table. The Sec_User table contains one row for
each User_Group row that represents a user (rather than a group).
Related Table
User_Group, on page 571 (via UserGroupID)

Table 380: Indexes for Sec_User Table

index_name index_description index_keys

XPKSec_User clustered, unique, primary key located UserGroupID

on PRIMARY

Table 381: Fields in Sec_User Table

Name Description Data Type Keys and

NULL
Option
UserGroupID Foreign key from the User_Group table. DBINT PK, FK
NOT
NULL
UserGroupName The name of the user. varchar(64) NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
438
 All Tables
Service

Service
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Each row describes a service available at a peripheral.
Use the Service Explorer tool to add, update, and delete Service records.
Related Tables
Enterprise_Service_Member, on page 248(via SkillTargetID)
Media_Routing_Domain, on page 297 (via MRDomainID)
Peripheral, on page 317 (via PeripheralID)
Route, on page 370 (via SkillTargetID)
Schedule, on page 415 (via ScheduleID)
Service_Array_Member, on page 444 (SkillTargetID maps to Service_Array_Member.ServiceSkillTargetID)
Service_Five_Minute, on page 445 (via SkillTargetID)
Service_Member, on page 460 (via SkillTargetID)
Service_Real_Time, on page 461 (via SkillTargetID)
Skill_Target, on page 533 (via SkillTargetID)
Termination_Call_Detail, on page 540(ServiceSkillTargetID maps to Service.SkillTargetID)

Table 382: Indexes for Service Table

index_name index_description index_keys

XAK1Service nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XAK2Service nonclustered, unique, unique key PeripheralID, PeripheralNumber

located on PRIMARY

XIE1Service nonclustered located on PRIMARY ScheduleID

XIE2Service Nonclustered index located on DateTimeStamp

PRIMARY

XPKService clustered, unique, primary key located SkillTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
439
 All Tables
Service

Table 383: Fields in Service Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

ConfigParam Incremented when the record is changed in the varchar(255) NULL

central database.

DateTimeStamp Records the date and time when the record was DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Additional information about the service. DESCRIPTION NULL

DepartmentID A unique identifier that identifies a department in DBINT NULL

CCDM/CCMP deployment.

EnterpriseName An enterprise name for the service. This name must VNAME32 AK-1 NOT
be unique among all the services in the enterprise. NULL

Extension The extension number for the skill group (used by VTELNO10 NULL
the Definity ECS ACD).

MRDomainID The Media Routing Domain associated with this DBINT FK NOT
service. NULL

PeripheralID Foreign key from the Peripheral table. DBSMALLINT AK-2, FK

NOT
NULL
PeripheralName Service name as known at the peripheral. VNAME32 NOT
NULL
PeripheralNumber Service number as known at the peripheral. This DBINT AK-2 NOT
field together with PeripheralID form an alternate NULL
unique key.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
440
 All Tables
Service

Name Description Data Type Keys and

NULL
Option
PeripheralServiceLevelType Type of service level calculation to be used in the DBSMALLINT NOT
PeriphServiceLevel fields of Service Real Time and NULL
Service Half Hour tables. Valid Aspect types are:
• 1 = Service Level 1
• 2 = Service Level 2
• 3 = Service Level 3
• 4 = Service Level as Calculated by Call Center.

If this field is 0 for a service, the system software

assumes the default specified for the associated
peripheral.
If the peripheral is not an Aspect ACD, the type must
be 4 (calculated by the peripheral)

ScheduleID Identifies an imported schedule associated with the DBINT FK, IE-1
service. NULL

ServiceLevelThreshold The service level threshold, in seconds, for the DBINT NOT
service level. If this field is negative, the value of NULL
the ServiceLevelThreshold field in the Peripheral
table is used.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
441
 All Tables
Service_Array

Name Description Data Type Keys and

NULL
Option
ServiceLevelType For Non-Unified CCE, indicates how the system DBSMALLINT NOT
software calculates the service level for the service: NULL
• 0 = Use the default specified for the associated
peripheral.
• 1 = Ignore Abandoned Calls. (Remove the
abandoned calls from the calculation.)
• 2 = Abandoned Calls have Negative Impact.
(Treat the abandoned calls as though they
exceeded the service level threshold.)
• 3 = Abandoned Calls have Positive Impact.
(Treat the abandoned calls as through they were
answered within the service level threshold.)

Note Regardless of which calculation you

choose, the system software always tracks
separately the number of calls abandoned
before the threshold expired.
For Unified CCEthe value of this field is always 1
(ignore abandoned calls) for services associated with
Unified CM peripherals. This is because calls to a
Unified CM peripheral have no service associated
with them while they are queued, and therefore calls
abandoned while queued cannot affect the
computation of service level for a Unified CM
service.

SkillTargetID An identifier that is unique among all skill targets DBINT PK, FK
in the enterprise. NOT
NULL
UserDeletable Indicates if the record can by deleted by a user. DBCHAR NOT
Default is Y. NULL

Service_Array
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
A service array is a collection of service which might be associated with different peripherals, but are all
associated with the same Peripheral Gateway (PG). You can route calls to a service array and let the PG choose
among the member services.
Use the Service Explorer tool to add, update, and delete Service_Array records.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
442
 All Tables
Service_Array

Related Tables
Logical_Interface_Controller, on page 281(via LogicalControllerID)
Schedule, on page 415 (via ScheduleID)
Service_Array_Member, on page 444 (via SkillTargetID)
Skill_Group, on page 480 (via SkillTargetID)
Skill_Target, on page 533 (via SkillTargetID)

Table 384: Indexes for Service_Array Table

index_name index_description index_keys

XAK1Service_Array nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIF110Service_Array nonclustered located on PRIMARY SkillTargetID

XIF120Service_Array nonclustered located on PRIMARY LogicalControllerID

XIF121Service_Array nonclustered located on PRIMARY ScheduleID

XPKService_Array clustered, unique, primary key located SkillTargetID

on PRIMARY

Table 385: Fields in Service_Array Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the service array. DESCRIPTION NULL

EnterpriseName An enterprise name for the service array. This name VNAME32 AK-1 NOT
must be unique among all service arrays in the NULL
enterprise.

LogicalControllerID Identifies the Peripheral Gateway associated with DBSMALLINT FK NOT

the service array. NULL

ScheduleID Identifies a schedule associated with the service DBINT FK NULL

array.

SkillTargetID An identifier that is unique among all skill targets DBINT PK NOT
in the enterprise. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
443
 All Tables
Service_Array_Member

Service_Array_Member
This table is one of the Enterprise tables (see Enterprise, on page 594). For database rules see Enterprise Tables,
on page 660.
It maps individual services to a service array. The member services in a service array must all be associated
with the same Peripheral Gateway (PG), but may be associated with different peripherals.
Use the Service Explorer tool to add and delete Service_Array_Member records.
Use the Service Explorer tool to add, update, and delete Service_Array records.
Related Tables
Service_Array, on page 442 (ServiceArraySkillTargetID maps to Service_Array.SkillTargetID)
Service, on page 439 (ServiceSkillTargetID maps to Service.SkillTargetID)

Table 386: Indexes for Service_Array_Member Table

index_name index_description index_keys

XIF122Service_Array_Member nonclustered located on PRIMARY ServiceArraySkillTargetID

XIF123Service_Array_Member nonclustered located on PRIMARY ServiceSkillTargetID

XPKService_Array_Member clustered, unique, primary key located ServiceArraySkillTargetID,

on PRIMARY ServiceSkillTargetID

Table 387: Service_Array_Member Table Constraints

Constraint Field name

PK ServiceArraySkillTargetID
PK ServiceSkillTargetID
FK ServiceArraySkillTargetID

Table 388: Fields in Service_Array_Member Table

Name Description Data Type Keys and

NULL
Option
ServiceArraySkillTargetID Identifies the service array. DBINT PK, FK
NOT
NULL
ServiceSkillTargetID Identifies a service that is a member of the service DBINT PK NOT
array. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
444
 All Tables
Service_Five_Minute

Service_Five_Minute
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
It gets populated on central and HDS databases. This table contains statistics about each service during the
most recent five-minute interval. The system software generates Service_Five_Minute records for each service.
Use the Service Explorer tool to add, update, and delete Service_Array records.
Related Table
Service, on page 439 (via SkillTargetID)

Table 389: Indexes for Service_Five_Minute Table

index_name index_description index_keys

XAK1Service_Five_Minute Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKService_Five_Minute Clustered, unique, primary key located DateTime, SkillTargetID, TimeZone

on PRIMARY

Table 390: Fields in Service_Five_Minute Table

Name Description Data Type Keys and

NULL
Option
AgentsTalking Number of service agents in the talking state at the DBINT NULL
end of the five-minute interval.

AvgDelayQAbandTo5 Average delay time of abandoned calls in queue for DBINT NULL
the service during the five-minute interval.

AvgDelayQNow Average delay for calls currently queued for the DBINT NULL
service at the end of the five-minute interval.

AvgHandleTimeTo5 The average handled calls time in seconds for calls DBINT NULL
to the service that ended during the five-minute
interval. HandleTime is tracked only for inbound
ACD calls that are counted as handled for the
service. HandleTime is the time spent from the call
being answered by the agent to the time the agent
completed after-call work time for the call. This
includes any TalkTime, HoldTime, and WorkTime
associated with the call. The AvgHandleTime value
is updated in the database when the after-call work
time associated with the call is completed.

AvgSpeedAnswerTo5 Average answer wait time for all incoming calls to DBINT NULL
the service during the five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
445
 All Tables
Service_Five_Minute

Name Description Data Type Keys and

NULL
Option
AvgTalkTimeTo5 The average talk time in seconds for calls to the DBINT NULL
service during the five-minute interval. Talk time
includes the time that calls were in a talking or hold
state. It is populated with the TalkTime and
HoldTime associated with call to the service or route.
The field is updated in the database when all
after-call work associated with the calls is completed.

CallsAbandQToday Number of calls to this service abandoned since DBINT NULL

midnight.

CallsAnsweredTo5 Number of calls to the service answered by agents DBINT NULL

during the five-minute interval.

CallsAnsweredToday Number of calls to the service answered by agents DBINT NULL

since midnight.

CallsHandledTo5 Number of calls handled for the service ending DBINT NULL
during the five-minute interval. A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.

CallsHandledToday Number of calls handled to completion by the DBINT NULL

service since midnight.

CallsIncomingToday Number of incoming calls to this service since DBINT NULL

midnight. Incoming calls include only Inbound ACD
calls arriving on trunks (that is, calls that are not
internally generated).

CallsInProgress Number of inbound and outbound calls that had DBINT NULL
previously been offered (for example, calls being
played an announcement, queued calls, or connected
calls) and are currently being handled for the service.

CallsLeftQTo5 Number of calls to the service that were removed DBINT NULL
from queue during the five-minute interval (used to
calculate expected delay).

CallsOfferedTo5 Number of calls offered to the service during the DBINT NULL
five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
446
 All Tables
Service_Five_Minute

Name Description Data Type Keys and

NULL
Option
CallsOfferedToday Number of incoming calls plus internal calls offered DBINT NULL
to this service since midnight.

CallsQNow Calls in queue for the service at the peripheral at the DBINT NULL
end of the five-minute interval. A call that queues
multiple times will be counted as queued once for
the service.

CallsRoutedToday Number of calls the system software routed to this DBINT NULL
service since midnight.

DateTime Date and time at the start of the five-minute interval. DBSMALLDATE PK NOT
NULL
ExpectedDelay Predicted delay for any new call added to the service DBFLT4 NULL
queue at the end of the five-minute interval. This is
valid only if no agents are available.

LongestAvailAgent Number of seconds the longest available agent for DBINT NULL
the service had been available as of the end of the
five-minute interval. If no agent was available, the
value is 0.

LongestCallQ Length of time that longest call in the queue for the DBINT NULL
service had been there at the end of the five-minute
interval.

OverflowInTo5 Number of calls the peripheral re-targeted, or DBINT NULL

overflowed, into the service during the five-minute
interval. The system software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in).

OverflowOutTo5 Number of calls the peripheral retargeted, or DBINT NULL

overflowed, out of the service during the five-minute
interval. The system software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in).

PeriphServiceLevelTo5 Service level for the service during the DBFLT4 NULL
rollingfive-minute interval, as calculated by the
peripheral.

PeriphServiceLevelToday Service level for the service since midnight, as DBFLT4 NULL
calculated by the peripheral.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
447
 All Tables
Service_Five_Minute

Name Description Data Type Keys and

NULL
Option
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

ServiceLevelAbandTo5 Number of calls to the service abandoned within the DBINT NULL
service level during the five-minute interval.

ServiceLevelAbandToday Number of calls to the service abandoned within the DBINT NULL
service level since midnight.

ServiceLevelCallsOfferedTo5 Number of calls to the service answered or DBINT NULL

abandoned during the five-minute interval.

ServiceLevelCallsOfferedToday Number of calls to the service answered or DBINT NULL

abandoned since midnight.

ServiceLevelCallsQHeld Number of calls to the service that had been in queue DBINT NULL
longer than the service level threshold at the end of
the five-minute interval.

ServiceLevelCallsTo5 Number of calls to the service handled within the DBINT NULL
service level during the five-minute interval.

ServiceLevelCallsToday Number of calls to the service handled within the DBINT NULL
service level today.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
448
 All Tables
Service_Five_Minute

Name Description Data Type Keys and

NULL
Option
ServiceLevelTo5 Service level during the five-minute interval. This DBFLT4 NULL
is derived from ServiceLevelCallsTo5 and
ServiceLevelCallsOfferedTo5.
There are three types of service level calculations,
and they are determined by the Service Level type
chosen in configuration.
They are:
1. Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered
- ServiceLevelCallsAband -
RouterCallsDequeued)
2. Abandoned Calls have Negative Impact
ServiceLevel = ServiceLevelCalls /
ServiceLevelCallsoffered -
RouterCallsDequeued)
3. Abandoned Calls have Positive Impact
ServiceLevel = (ServiceLevelCalls +
ServiceLevelCallsAband) /
(ServiceLevelCallsoffered -
RouterCallsDequeued)

Note This field is relevant to the Unified CCE

environment only.

ServiceLevelToday Cumulative service level for the service since DBFLT4 NULL
midnight. This is derived from
ServiceLevelCallsToday and
ServiceLevelCallsOfferedToday.

SkillTargetID Foreign key from the Service table. DBINT PK, FK

NOT
NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Unused1 This field is not currently used. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
449
 All Tables
Service_Interval

Service_Interval
This section describes the Service Interval table.

Table 391: Fields in Service_Interval Table

Name Description Data Type Keys and

NULL
Option
AutoOutCalls Number of AutoOut (predictive) calls made by this DBINT YES
service that ended during the reporting interval. The
value is counted when the after-call work time
associated with the call (if any) has completed, and
the database is updated every reporting. Not
currently used for Outbound Option. Not valid for
Unified CCE.

AutoOutCallsTime Total handle time, in seconds, for AutoOut DBINT YES

(predictive) calls handled this service that ended
during the reporting interval. Handle time includes
WorkTime, TalkTime, and HoldTime. The
AutoOutCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is counted when the after-call work time associated
with the call (if any) has completed, and the database
is updated every reporting. Not currently used for
Outbound Option. Not valid for Unified CCE.

AutoOutCallsTalkTime Total talk time, in seconds, for AutoOut (predictive) DBINT YES
calls handled by the service that ended during the
reporting interval. This value includes the time spent
from the call being initiated to the time the agent
begins after-call work for the call. It is based on
TalkTime. It therefore includes the HoldTime
associated with the call. AutoOutCallsTalkTime is
counted when the after-call work time associated
with the call (if any) has completed, and the database
is updated every reporting. Not currently used for
Outbound Option. Not valid for Unified CCE.

AutoOutCallsOnHold Number of ended AutoOut (predictive) calls that DBINT YES

this service has placed on hold at least once. The
value is counted when the after-call work time
associated with the call (if any) has completed, and
the database is updated every reporting. Not
currently used for Outbound Option. Not valid for
Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
450
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
AutoOutCallsOnHoldTime Number of seconds that AutoOut (predictive) calls DBINT YES
were placed on hold by this service during the
reporting interval. This data element is based on
HoldTime. The value is counted when the after-call
work associated with the call (if any) has completed,
and the database is updated every reporting. Not
currently used for Outbound Option. Not valid
forUnified CCE.

AvgDelayQ Average delay in the queue for calls to the service DBINT YES
during the reporting interval: DelayQTime / CallsQ.
Not valid for Unified CCE. Not valid for non-voice
tasks. Set to zero by OPC.

AvgDelayQAband Average delay time of calls to the service abandoned DBINT YES
in queue during the reporting interval. This value is
calculated as follows: DelayQAbandTime /
CallsAbandQ Not valid forUnified CCE. Not valid
for non-voice tasks. Set to zero by OPC.
Note When Unified ICM is connected with
Unified CCE through a Unified CCE
Gateway PG, this value is incremented
by any condition on the child that causes
the call to terminate while in the queue.

AvgHandleTime The average handled calls time in seconds for calls DBINT YES
counted as handled by the service during the
reporting interval. HandleTime is tracked only for
inbound ACD calls that are counted as handled for
the service. HandleTime is the time spent from the
angent answering the call to the time the agent
completing after-call work time for the call. This
includes any TalkTime, HoldTime, and WorkTime
associated with the call. The AvgHandleTime value
is counted when the after-call work time associated
with the call is completed. The value is calculated
as follows: HandleTime / CallsHandled Valid for
Unified CCE.

AvgSpeedAnswer The average answer wait time that all calls offered DBINT YES
to the service waited before being answered. This
value is calculated as follows: AnswerWaitTime /
CallsAnswered Valid for Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
451
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
AnswerWaitTime The sum of AnswerWaitTime in seconds for all calls DBINT YES
answered for the service during the last reporting
interval. AnswerWaitTime is the elapsed time from
when the call is offered at the peripheral, to when it
is answered. This includes all DelayTime,
LocalQTime, and RingTime associated with the call.
For multimedia, the sum of the answer wait times
of all tasks associated with this service that began
in this reporting interval.

AvgTalkTime The average handled calls time in seconds for calls DBINT YES
counted as handled by the service during the
reporting interval. HandleTime is tracked only for
inbound ACD calls that are counted as handled for
the service. HandleTime is the time spent from the
agent answering the call to the agent completing
after-call work time for the call. This includes any
TalkTime, HoldTime, and WorkTime associated
with the call. The AvgHandleTime value is counted
when the after-call work time associated with the
call is completed. The value is calculated as follows:
HandleTime / CallsHandled Valid for Unified CCE.

BlindTransfersOut Number of calls that were blind transferred out by DBINT YES
agents in this service during the reporting interval.

CallsAnswered The number of calls handled for the service during DBINT YES
the reporting interval. For multimedia, the number
of tasks associated with this service that were ended
in this reporting interval. Valid for Unified CCE.

CallsOut Number of outbound calls placed by agents for the DBINT YES
service during the reporting interval. Not valid for
Unified CCE. Not valid for non-voice tasks. Set to
zero by OPC.

CallsTerminatedOther Number of calls handled by the service but not DBINT YES
otherwise accounted for during the reporting interval.
These are calls that do not fit into the criteria for
handled, abandoned, or transferred calls. They were
terminated for other reasons, which may include
drop/no answer, forced busy, or timed out. Not valid
for Unified CCE. Not valid for non-voice tasks. Set
to zero by OPC.

CallsOffered Number of incoming calls plus internal calls offered DBINT YES
to the service during the reporting interval. Valid
for Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
452
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
CallsIncoming Number of incoming calls to the service during the DBINT YES
reporting interval. Incoming calls include only
Inbound ACD calls arriving on trunks (that is, calls
that are not internally generated). Valid for Unified
ICM and Unified CCE.

CallsRouted Number of tasks routed by the system software to DBINT YES

the service during the reporting interval. For
multimedia, the number of tasks routed to the service
during the reporting interval. Valid for Unified CCE.

CallsHandled The number of tasks that became associated with DBINT YES
this service in this reporting interval. This is
incremented when the Agent PG receives an Offer
Task message, and when it receives a Start Task
message without having received an Offer Task
message.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call or task is completed when the agent

associated with the call or task finishes the wrap-up
work associated with the call or task. This field is
applicable for Unified CCE.

CallsAbandQ Number of calls abandoned in queue for the service DBINT YES
during the reporting interval. Not valid for Unified
CCE. Not valid for non-voice tasks. Set to zero by
OPC.
Note When Unified ICM is connected with
Unified CCE through a Unified CCE
Gateway PG, this value increments for
any condition on the child that causes the
call to terminate while in the queue.

CallsQ Number of calls to the service in the queue during DBINT YES
the reporting interval. A call that queues multiple
times is counted as queued once for the service. This
field is not valid for Unified CCE or for non-voice
tasks. Set to zero by OPC.

DateTime Central Controller date and time at the start of the DBSMALLDATE PK1, NOT
reporting interval. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
453
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
DbDateTime The current date and time stamp when the records DBDATETIME IE1, YES
are written to the HDS database. The logger database
has NULL for this column.

DelayQTime Sum of delay time of all calls to the service in queue DBINT YES
during the reporting interval. This field is populated
from the LocalQTime. This field is not valid for
Unified CCE or for non-voice tasks. Set to zero by
OPC.

DelayQAbandTime Number of seconds that calls for the service that DBINT YES
were abandoned in queue waited during the interval.
These are calls that existed in the queue but were
abandoned before being handled by an agent or trunk
device. Not valid for Unified CCE. Not valid for
non-voice tasks. Set to zero by OPC.

ForcedClosedCalls Number of calls to the service that were determined DBINT YES
to be closed following an interruption in data during
the reporting interval. ForcedClosedCalls are calls
that terminated because of errors tracking the calls
state transition. Calls may become forced closed if
there is lack of events from the ACD CTI interfaces
(for example, a lack of a Disconnect event, or failure
on the switch CTI connection). Not valid for Unified
CCE.

HandleTime The total time in seconds that calls were handled for DBINT YES
the service during the reporting interval. HandleTime
is tracked only for inbound ACD calls that are
counted as handled for the service. HandleTime is
the time spent from the agent answering the call to
the agent completing after-call work time for the
call. This includes any HoldTime, TalkTime, and
WorkTime associated with the call (from the
Termination_Call_Detail table). The HandleTime
value is counted when the after-call work time
associated with the call (if any) is completed, and
the database is updated every reporting. For
multimedia, this is TalkTime + HoldTime +
HandledWorkReadyTime. Valid for Unified CCE.

HoldTime The total time in seconds for calls to the service that DBINT YES
ended during the reporting interval. For multimedia,
the number of seconds that agents spent in the
PAUSED state for tasks associated with this service
that ended in this reporting interval. Valid for
Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
454
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
LongestCallAbandTime Longest time in seconds a call was in queue for the DBINT YES
service before being abandoned during the reporting
interval. Not valid for Unified CCE. Not valid for
non-voice tasks. Set to zero by OPC.

LongestCallDelayQTime Longest time in seconds a call was in queue for the DBINT YES
service before being abandoned during the reporting
interval. Not valid for Unified CCE. Not valid for
non-voice tasks. Set to zero by OPC.

NumMissingTasks Valid for multimedia only. The number of tasks DBINT YES
whose Start Task Timeout Period expired in this
reporting interval.

OverflowIn Number of calls that the peripheral re-targeted, or DBINT YES

overflowed, into this service during the reporting
interval. The system software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in). Not valid for Unified CCE.

OverflowOut Number of calls that the peripheral re-targeted, or DBINT YES

overflowed, out of this service during the reporting
interval. The system software keeps counts of the
number of calls moved out of each service or route
(overflowed out) and moved into each service or
route (overflowed in). Not valid for Unified CCE.

PeriphServiceLevelOffer Number of offered calls used in the peripheral DBINT YES

service level calculation for the reporting interval.
Not valid for Unified CCE. Not valid for non-voice
tasks. Set to zero by OPC.

PeriphServiceLevel Peripheral service level during the reporting interval. DBFLT4 YES
Not valid for Unified CCE. Not valid for non-voice
tasks. Set to zero by OPC.

PeriphServiceLevelCalls Number of calls to the service answered within the DBINT YES
service level, as counted by the peripheral, during
the reporting interval. Not valid for Unified CCE.
Not valid for non-voice tasks. Set to zero by OPC.

PreviewCalls Number of outbound Preview calls made by this DBINT YES

service that ended during the reporting interval. The
value is counted when the after-call work time
associated with the call (if any) has completed, and
the database is updated every reporting. Not
currently used for Outbound Option. Not valid for
Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
455
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
PreviewCallsTime Total handle time, in seconds, for outbound Preview DBINT YES
calls handled by this service that ended during the
reporting interval. Handle time includes WorkTime,
TalkTime, and HoldTime. The PreviewCallsTime
value includes the time spent from the call being
initiated to the time the agent completes after-call
work time for the call. The value is counted when
the after-call work time associated with the call (if
any) has completed, and the database is updated
every reporting. Not currently used for Outbound
Option. Not valid for Unified CCE.

PreviewCallsTalkTime Total talk time, in seconds, for outbound Preview DBINT YES
calls handled by this service that ended during the
reporting interval. This value includes the time spent
from the call being initiated to the time the agent
begins after-call work for the call. It is based on
TalkTime from Termination_Call_Detail. It therefore
includes the HoldTime associated with the call.
PreviewCallsTalkTime is counted when the
after-call-work time associated with the call (if any)
has completed, and the database is updated every
reporting. Not currently used for Outbound Option.
Not valid for Unified CCE.

PreviewCallsOnHold Number of ended outbound Preview calls that this DBINT YES
service placed on hold at least once. The value is
counted when the after-call work time associated
with the call (if any) has completed, and the database
is updated every reporting. Not currently used for
Outbound Option. Not valid forUnified CCE.

PreviewCallsOnHoldTime Number of seconds outbound Preview calls were DBINT YES

placed on hold this service during the reporting
interval. This data element is based on HoldTime.
The value is counted when the after-call work
associated with the call (if any) has completed, and
the database is updated every reporting. Not
currently used for Outbound Option. Not valid for
Unified CCE.

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK1, NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
456
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT IE2, NULL
to 47). Two 15 minute interval records have a unique
half hour boundary value.

ReportingInterval This value indicates the period, in minutes, over DBINT IE3, NULL
which the router calculates the Call Type and Call
Type Skill Group data. The valid values are 30
(default) or 15.

ReserveCalls Not currently used. DBINT YES

ReserveCallsTime Not currently used. DBINT YES

ReserveCallsTalkTime Not currently used. DBINT YES

ReserveCallsOnHold Not currently used. DBINT YES

ReserveCallsOnHoldTime Not currently used. DBINT YES

RedirectNoAnsCalls Number of calls that rang at an agents terminal and DBINT YES
redirected on failure to answer in this service during
the current reporting interval.

Reserved1 Reserved for future use. DBINT YES

Reserved2 Reserved for future use. DBINT YES

Reserved3 Reserved for future use. DBINT YES

Reserved4 Reserved for future use. DBINT YES

Reserved5 Reserved for future use. DBFLT4 YES

SkillTargetID The SkillTargetID of this service. Foreign key from DBINT PK2, NOT
the Service table. NULL

ServiceLevel Service level for the service during the reporting DBFLT4 YES
interval. For non-voice tasks and for Unified CCE
calls, the ServiceLevelType is always set to ignore
abandoned calls.

ServiceLevelCalls Number of calls to the service answered within the DBINT YES
service level threshold during the reporting interval.
Not valid for Unified CCE.

ServiceLevelAband Number of calls to the service abandoned within the DBINT YES
service level threshold during the reporting interval.
Set to zero for Unified CCE voice tasks and for
non-voice tasks.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
457
 All Tables
Service_Interval

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsOffered Number of calls to the service that had service level DBINT YES
events during the reporting interval. Not valid for
Unified CCE.

ShortCalls Number of calls to the service during the reporting DBINT YES
interval that were too short to be considered
abandoned. A call is determined to be a short call if
it is abandoned before the Abandoned Call Wait
Time expired. Short calls are not considered
abandoned and they are not accounted for in any of
the Unified ICM abandoned calls calculations. Not
valid for Unified CCE. Not valid for non-voice tasks.
Set to zero by OPC.

ShortCallsTime Time, in seconds, accumulated by calls that were DBINT YES

too short to be counted as abandoned during the
reporting interval. These calls were abandoned
before the abandoned call wait time expired. Not
valid for Unified CCE. Not valid for non-voice tasks.
Set to zero by OPC.

ServiceLevelType Service Level Type used to calculate Service level DBINT YES
for this interval. Not currently used for Outbound
Option. Not valid forUnified CCE.

TimeZone The Central Controller’s time zone for the date and DBINT PK3, NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TransferInCalls Number of calls transferred into the service during DBINT YES
the reporting interval. This count includes
consultative transfers and blind transfers to the
service. The count is populated in the database when
the after-call work associated with the call (if any)
is finished. Not valid for Unified CCE. Not valid for
non-voice tasks. Set to zero by OPC.

TransferOutCalls Number of calls transferred out of the service during DBINT YES
the reporting interval. This count includes
consultative transfers and blind transfers made from
the service. The count is populated in the database
when the after-call work associated with the call (if
any) is finished. Not valid for Unified CCE. Not
valid for non-voice tasks. Set to zero by OPC.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
458
 All Tables
Service_Level_Threshold

Name Description Data Type Keys and

NULL
Option
TalkTime The number of seconds that agents spent in the DBINT YES
ACTIVE state or the PAUSED state for tasks
associated with this service that ended in this
reporting interval.

Service_Level_Threshold
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
The Service Level Threshold table specifies how the Unified ICM calculates service level for a particular
peripheral. Each row in this table contains specific default values for a PeripheralID-Media Routing Domain
pair.
Related Tables
Media_Routing_Domain, on page 297 (via MRDomainID)
Peripheral, on page 317 (via PeripheralID)

Table 392: Indexes for Service_Level_Threshold Table

index_name index_description index_keys

XPKService_Level_Threshold clustered, unique, primary key located PeripheralID, MRDomainID

on PRIMARY

Table 393: Fields in Service_Level_Threshold Table

Name Description Data Type Keys and

NULL
Option
MRDomainID Foreign key from the Media_Routing_Domain table. DBINT PK NOT
NULL
PeripheralID The ICM ID of the peripheral with which this row DBSMALLINT PK, FK
is associated. NOT
NULL
ServiceLevelThreshold The default value of the ServiceLevelThreshold field DBINT NOT
for services associated with this peripheral and media NULL
routing domain.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
459
 All Tables
Service_Member

Name Description Data Type Keys and

NULL
Option
ServiceLevelType The default value for the ServiceLevelType field for DBSMALLINT NOT
each service associated with this peripheral and NULL
media routing domain. This value indicates how the
system software calculates the service level.
For Unified CCE the value of this field is always
1 (ignore abandoned calls) for Unified CM
peripherals. This is because calls to a Unified CM
peripheral have no service associated with them
while they are queued, and therefore calls abandoned
while queued cannot affect the computation of
service level for a Unified CM service.

Service_Member
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
The Service Member table maps skill groups to services. Each service contains one or more member skill
groups. Each skill group can be a member of one or more services.
Use the Service Explorer tool to add, update, and delete Service_Member records.
Related Tables
Service, on page 439 (ServiceSkillTargetID maps to Service.SkillTargetID)
Skill_Group, on page 480 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 394: Indexes for Service_Member Table

index_name index_description index_keys

XIE1Service_Member nonclustered located on PRIMARY SkillGroupSkillTargetID

XPKService_Member clustered, unique, primary key located ServiceSkillTargetID, SkillGroupSkillTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
460
 All Tables
Service_Real_Time

Table 395: Fields in Service_Member Table

Name Description Data Type Keys and

NULL
Option
Priority The priority level of the specified service for the DBSMALLINT NOT
specified skill group: NULL
• 1 = Primary
• 2= Secondary
Any number of skill entries can be of any
priority--not all need to be entered.

ServiceSkillTargetID SkillTargetID of the service. DBINT PK, FK

NOT
NULL
SkillGroupSkillTargetID SkillTargetID of the skill group that is associated DBINT PK, FK
with the service. NOT
NULL

Service_Real_Time
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.

Note When Unified ICM is connected with Unified CCE through a Unified CCE Gateway PG, this value is
incremented by any condition on the child that causes the call to terminate while in the queue.

Local database only. Contains real time information about each service.
The system software automatically generates a Service_Real_Time record for each service.
Related Table
Service, on page 439 (via SkillTargetID)

Table 396: Indexes for Service_Real_Time Table

index_name index_description index_keys

XPKService_Real_Time clustered, unique, primary key located SkillTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
461
 All Tables
Service_Real_Time

Table 397: Fields in Service_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AgentsTalking Number of service agents currently in the talking DBINT NULL
state.

AnswerWaitTimeHalf Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the service during the current half-hour
interval.

AnswerWaitTimeTo5 Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the service during the rolling five-minute
interval.

AnswerWaitTimeToday Sum of answer wait time in seconds for all incoming DBINT NULL
calls to the service since midnight.

AutoOutCallsHalf Number of AutoOut (predictive) calls made by DBINT NULL

agents for this service that ended during the current
half-hour interval. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsNow Number of agents currently talking on AutoOut DBINT NULL

(predictive) calls for the service.
Unsupported for Outbound Option.

AutoOutCallsOnHoldHalf Number of ended AutoOut (predictive) calls that DBINT NULL

agents in the service have placed on hold at least
once during the current half-hour interval. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsOnHoldTimeHalf Number of seconds that AutoOut (predictive) calls DBINT NULL

were placed on hold by agents in the skill group
during the current half-hour interval. This data
element is based on HoldTime. The value is updated
in the database when the after-call work associated
with the call (if any) has completed.
Unsupported for Outbound Option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
462
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
AutoOutCallsOnHoldTimeTo5 Total handle time, in seconds, for AutoOut DBINT NULL
(predictive) calls handled by agents for this service
that ended in the rolling five-minute window. Handle
time includes WorkTime, TalkTime, and HoldTime.
The value is updated in the database when the
after-call work time associated with the call (if any)
has completed.
Unsupported for Outbound Option.

AutoOutCallsOnHoldTimeToday Number of seconds AutoOut (predictive) calls were DBINT NULL

placed on hold by agents for this service since
midnight. This data element is based on HoldTime.
The value is updated in the database when the
after-call work associated with the call (if any) has
completed.
Unsupported for Outbound Option.

AutoOutCallsOnHoldTo5 Total number of AutoOut (predictive) calls made DBINT NULL

for this service that ended in the rolling five-minute
window. The value is updated in the database when
the after-call work time associated with the call (if
any) has completed.
Unsupported for Outbound Option.

AutoOutCallsOnHoldToday Number of ended AutoOut (predictive) calls that DBINT NULL

agents for this service have placed on hold at least
since midnight. The value is updated in the database
when the after-call work time associated with the
call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsTalkTimeHalf Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
calls handled by the service that ended during the
current half-hour interval. This value includes the
time spent from the call being initiated to the time
the agent begins after-call work for the call. It is
based on TalkTime. It therefore includes the
HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed..
Unsupported for Outbound Option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
463
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
AutoOutCallsTalkTimeTo5 Total talk time, in seconds, for complete DBINT NULL
Unsupported for Outbound Option. AutoOut
(predictive) calls handled by the service during the
rolling five-minute interval. This value includes the
time spent from the call being initiated to the time
the agent begins after-call work for the call. It is
based on TalkTime. It therefore includes the
HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsTalkTimeToday Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
calls handled by agents for this service that ended
since midnight. This value includes the time spent
from the call being initiated to the time the agent
begins after-call work for the call. It is based on
TalkTime from Termination_Call_Detail. It therefore
includes the HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsTimeHalf Total handle time, in seconds, for AutoOut DBINT NULL

(predictive) calls handled by the service that ended
during the current half-hour interval. Handle time
includes WorkTime, TalkTime, and HoldTime. The
AutoOutCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsTimeTo5 Total handle time, in seconds, for AutoOut DBINT NULL

(predictive) calls handled by this service that ended
during the rolling five-minute window. Handle time
includes WorkTime, TalkTime, and HoldTime. The
AutoOutCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.
Unsupported for Outbound Option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
464
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
AutoOutCallsTimeToday Total handle time, in seconds, for AutoOut DBINT NULL
(predictive) calls handled by agents for this service
that ended since midnight. Handle time includes
WorkTime, TalkTime, and HoldTime, all of which
are taken from the Termination_Call_Detail records.
The AutoOutCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsTo5 Number of AutoOut (predictive) calls made by DBINT NULL

agents for the service that ended during the rolling
five-minute interval. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.
Unsupported for Outbound Option.

AutoOutCallsToday Total number of AutoOut (predictive) calls made DBINT NULL

for this service that ended since midnight. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.
Unsupported for Outbound Option.

AvgDelayQAbandTo5 Average delay time of abandoned calls in queue DBINT NULL

during the rolling five-minute interval. This value
is calculated as follows:
DelayQAbandTimeTo5 / CallsAbandQTo5.

AvgDelayQNow Average delay for calls currently in queue for the DBINT NULL
service.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
465
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
AvgHandleTimeTo5 Average handle time in seconds for calls to the DBINT NULL
service during the rolling five-minute interval. The
value is calculated as follows:
HandleTimeTo5 / CallsHandledTo5
HandleTime is tracked only for inbound ACD calls
that are counted as handled for the service.
HandleTime is the time spent from the call being
answered by the agent to the time the agent
completed after-call work time for the call. This
includes any TalkTime, HoldTime, and WorkTime
associated with the call. The AvgHandleTime value
is updated in the database when the after-call work
time associated with the call has completed.

AvgSpeedAnswerTo5 Average answer wait time for all calls offered to the DBINT NULL
service during the rolling five-minute interval:
AnswerWaitTimeTo5 / CallsAnsweredTo5.

AvgTalkTimeTo5 Average talk time in seconds for calls to the service DBINT NULL
ending during the rolling five-minute interval. The
value is calculated as follows:
TalkTimeTo5 / CallsHandledTo5
Talk time includes the time that calls were in a
talking or hold state. It is populated with the
TalkTime and HoldTime associated with call to the
service or route. The field is updated in the database
when all after-call work associated with the calls is
completed.

CallsAbandQHalf Number of calls to the service abandoned while in DBINT NULL

queue or ringing during the current half-hour
interval.

CallsAbandQTo5 Number of calls to the service abandoned while in DBINT NULL

queue or ringing during the rolling five-minute
interval.

CallsAbandQToday Number of calls to the service abandoned while in DBINT NULL

queue or ringing since midnight.

CallsAnsweredHalf Number of calls to the service answered by agents DBINT NULL

during the current half-hour interval.

CallsAnsweredTo5 Number of calls to the service answered by agents DBINT NULL

during the rolling five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
466
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsAnsweredToday Number of calls answered by service agents since DBINT NULL
midnight.

CallsHandledHalf Number of calls handled for this service during the DBINT NULL
current half-hour interval.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A call associated with Outbound Option that
the agent answered, and then completed.
• A non-voice task that the agent started working
on then completed.
A handled call/task is completed when the agent
associated with the call/task finishes the
wrap-up work associated with the call/task.

CallsHandledTo5 Number of calls to the service handled during the DBINT NULL
rolling five-minute interval.

CallsHandledToday Number of calls handled for this service since DBINT NULL
midnight.

CallsIncomingHalf Number of incoming calls for this service during the DBINT NULL
current half-hour interval. Incoming calls include
only Inbound ACD calls arriving on trunks (that is,
calls that are not internally generated).

CallsIncomingTo5 Number of incoming calls to the service during the DBINT NULL
rolling five-minute interval. Incoming calls include
only Inbound ACD calls arriving on trunks (that is,
calls that are not internally generated).

CallsIncomingToday Number of incoming calls for this service since DBINT NULL
midnight. Incoming calls include only Inbound ACD
calls arriving on trunks (that is, calls that are not
internally generated).

CallsInNow Number of incoming calls for the service currently DBINT NULL
in progress.

CallsInProgress Number of inbound and outbound calls currently DBINT NULL

that had previously been offered (for example, calls
being played an announcement, queued calls, or
connected calls) and are currently being handled for
the service.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
467
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsLeftQTo5 Number of calls to the service that were removed DBINT NULL
from queue during the rolling five-minute interval
(used to calculate expected delay).

CallsOfferedHalf Number of incoming calls plus internal calls offered DBINT NULL
to this service during the current half-hour interval.

CallsOfferedTo5 Number of calls offered to the service during the DBINT NULL
rolling five-minute interval.

CallsOfferedToday Number of incoming calls plus internal calls offered DBINT NULL
to this service since midnight.

CallsOutHalf Number of outbound calls made by agents for the DBINT NULL
service during the current half-hour interval.

CallsOutNow Number of outbound calls by agents for the service DBINT NULL
that are currently in progress.

CallsOutTo5 Number of outbound calls made by agents for the DBINT NULL
service during the rolling five-minute interval.

CallsOutToday Number of outbound calls made by agents for the DBINT NULL
service since midnight.

CallsQNow Number of calls in queue for the service now at the DBINT NULL
peripheral.

CallsQNowTime Total time of all calls to the service currently in DBINT NULL
queue.

CallsRoutedHalf Number of calls routed to this service by the system DBINT NULL
software for the current half-hour interval.

CallsRoutedToday Number of calls routed to this service by the system DBINT NULL
software since midnight.

CallsTerminatedOtherHalf Number of calls offered to the service but not DBINT NULL
otherwise accounted for during the current half-hour
interval. These are calls that do not fit into the
criteria for handled, abandoned, or transferred calls.
They were terminated for other reasons, which may
include drop/no answer, forced busy, or timed out.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
468
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsTerminatedOtherTo5 Number of calls offered to the service but not DBINT NULL
otherwise accounted for during the rolling
five-minute interval. These are calls that do not fit
into the criteria for handled, abandoned, or
transferred calls. They were terminated for other
reasons, which may include drop/no answer, forced
busy, or timed out.

CallsTerminatedOtherToday Number of offered to the service but not otherwise DBINT NULL
accounted for since midnight. These are calls that
do not fit into the criteria for handled, abandoned,
or transferred calls. They were terminated for other
reasons, which may include drop/no answer, forced
busy, or timed out.

DateTime Central Controller date and time that this data was DBDATETIME NOT
last updated. NULL

DelayQAbandTimeTo5 Sum of delay time of all calls to the service DBINT NULL
abandoned in queue during the rolling five-minute
interval.

ExpectedDelay Predicted delay for any new call added to the service DBFLT4 NULL
queue. This is valid only if no agents are available.

HandleTimeHalf Total handle time in seconds for calls to the service DBINT NULL
ending during the current half-hour interval.

HandleTimeTo5 Total handle time in seconds for calls to the service DBINT NULL
ending during the rolling five-minute interval.

HandleTimeToday Total handle time in seconds for calls to the service DBINT NULL
since midnight.

HoldTimeHalf The total hold time in seconds for calls to the service DBINT NULL
that ended during the current half-hour interval.

HoldTimeTo5 The total hold time in seconds for calls to the service DBINT NULL
that ended during the rolling five-minute interval.

HoldTimeToday The total hold time in seconds for calls to the service DBINT NULL
that ended since midnight.

LongestAvailAgent Time that the longest available agent for the service DBDATETIME NULL
became available.

LongestCallQ Time that the longest call in the queue for the service DBDATETIME NULL
was put there.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
469
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
OverflowInHalf Number of calls the peripheral overflowed into this DBINT NULL
service during the current half-hour interval.

OverflowInMode The service accepts overflow in calls if the delay for DBTINYINT NULL
the longest delayed call is less then this value. If 0,
the service always accepts overflow in calls; if 127,
the service never accepts overflow in calls.

OverflowInNow Number of calls overflowed into this service that DBINT NULL
are currently queued or in progress.

OverflowInTo5 Number of calls the peripheral overflowed into this DBINT NULL
service during the rolling five-minute interval.

OverflowInToday Number of calls overflowed into this service since DBINT NULL
midnight.

OverflowOutHalf Number of calls overflowed out of this service DBINT NULL

during the current half-hour interval.

OverflowOutMode The service attempts to overflow out calls if the DBTINYINT NULL
delay for the longest delayed call is greater than this
value. If 0, the service attempts to overflow out all
calls; if 127, the service never attempts to overflow
out calls.

OverflowOutNow The number of tasks that have overflowed out of DBINT NULL
this service to some other service (call it service X)
and have not overflowed out of service X.

OverflowOutTo5 Number of calls overflowed out of this service DBINT NULL

during the rolling five-minute interval.

OverflowOutToday Number of calls overflowed out of this service since DBINT NULL
midnight.

PeriphServiceLevelCallsHalf Number of calls to the service handled within the DBINT NULL
peripheral service level during the current half-hour
interval.

PeriphServiceLevelCallsToday Number of calls to this service handled within the DBINT NULL
peripheral service level since midnight.

PeriphServiceLevelHalf Service level for the service calculated by the DBFLT4 NULL
peripheral during the current half-hour interval.

PeriphServiceLevelOfferHalf Number of offered calls used to calculate the DBINT NULL

peripheral service level for the current half-hour
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
470
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
PeriphServiceLevelOfferToday Number of offered calls used to calculate the DBINT NULL
peripheral service level since midnight.

PeriphServiceLevelTo5 Service level for the service calculated by the DBFLT4 NULL
peripheral during the rolling five-minute interval.

PeriphServiceLevelToday Service level for the service calculated by the DBFLT4 NULL
peripheral since midnight.

PreviewCallsHalf Number of outbound Preview calls made by agents DBINT NULL

for this service that ended during the current
half-hour interval. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.
Unsupported for Outbound Option.

PreviewCallsNow Number of agents currently talking on outbound DBINT NULL

Preview calls for the service.
Unsupported for Outbound Option.

PreviewCallsOnHoldHalf In the current half-hour interval, the number of ended DBINT NULL
outbound Preview calls that agents for the service
have placed on hold at least once. The value is
updated in the database when the after-call work
time associated with the call (if any) has completed.
Unsupported for Outbound Option.

PreviewCallsOnHoldTimeHalf Number of seconds outbound Preview calls were DBINT NULL

placed on hold by agents for this service during the
current half-hour interval. This data element is based
on HoldTime. The value is updated in the database
when the after-call work associated with the call (if
any) has completed.
Unsupported for Outbound Option.

PreviewCallsOnHoldTimeTo5 Number of seconds outbound Preview calls were DBINT NULL

placed on hold by agents for this service during the
rollingfive-minute interval. This data element is
based on HoldTime. The value is updated in the
database when the after-call work associated with
the call (if any) has completed.
Unsupported for Outbound Option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
471
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
PreviewCallsOnHoldTimeToday Number of seconds outbound Preview calls were DBINT NULL
placed on hold by agents for this service since
midnight. This data element is based on HoldTime.
The value is updated in the database when the
after-call work associated with the call (if any) has
completed.
Unsupported for Outbound Option.

PreviewCallsOnHoldTo5 Number of outbound Preview calls that agents for DBINT NULL
this service have placed on hold at least once during
the rolling five-minute interval. The value is updated
in the database when the after-call work time
associated with the call (if any) has completed.
Unsupported for Outbound Option.

PreviewCallsOnHoldToday Number of Outbound Preview calls made by agents DBINT NULL

in the skill group that ended during the half-hour
interval. The value is updated in the database when
the after-call work time associated with the call (if
any) has completed.
Unsupported for Outbound Option.

PreviewCallsTalkTimeHalf Total talk time, in seconds, for outbound Preview DBINT NULL
calls handled by the service that ended during the
current half-hour interval. This value includes the
time spent from the call being initiated to the time
the agent begins after-call work for the call. It is
based on TalkTime. It therefore includes the
HoldTime associated with the call.
PreviewCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed.
Unsupported for Outbound Option.

PreviewCallsTalkTimeTo5 Total talk time, in seconds, for outbound Preview DBINT NULL
calls handled by the service that ended during the
rolling five-minute interval. This value includes the
time spent from the call being initiated to the time
the agent begins after-call work for the call. It is
based on TalkTime. It therefore includes the
HoldTime associated with the call.
PreviewCallsTalkTime is updated in the database
when the after-call work time associated with the
call (if any) has completed.
Unsupported for Outbound Option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
472
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
PreviewCallsTalkTimeToday Total talk time, in seconds, for outbound Preview DBINT NULL
calls handled by agents for this service that ended
since midnight. This value includes the time spent
from the call being initiated to the time the agent
begins after-call work for the call. It is based on
TalkTime. It therefore includes the HoldTime
associated with the call. PreviewCallsTalkTime is
updated in the database when the after-call work
time a DBINTssociated with the call (if any) has
completed.
Unsupported for Outbound Option.

PreviewCallsTimeHalf Total handle time, in seconds, for outbound Preview DBINT NULL
calls handled by this service that ended during the
current half-hour DBINTerval. Handle time includes
WorkTime, TalkTime, and HoldTime. The
PreviewCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.
Unsupported for Outbound Option.

PreviewCallsTimeTo5 Total handle time, in seconds, for outbound Preview DBINT NULL
calls handled by the service that ended during the
rolling five-minute DBINTerval. Handle time
includes WorkTime, TalkTime, and HoldTime, all
of which are taken from the Termination_Call_Detail
records. The PreviewCallsTime value includes the
time spent from the call being initiated to the time
the agent completes after-call work time for the call.
The value is updated in the database when the
after-call work time associated with the call (if any)
has completed.
Unsupported for Outbound Option.

PreviewCallsTimeToday Total handle time, in seconds, for outbound Preview DBINT NULL
calls handled by agents for this service that ended
since midnight. Handle time includes WorkTime,
TalkTime, and HoldTime. The PreviewCallsTime
value includes the time spent from the call being
initiated to the time the agent completes after-call
work time for the call. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.
Unsupported for Outbound Option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
473
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
PreviewCallsTo5 Number of outbound Preview calls made by agents DBINT NULL
for the service during the rolling five-minute interval.
The value is updated in the database when the
after-call work time associated with the call (if any)
has completed.
Unsupported for Outbound Option.

PreviewCallsToday Number of outbound Preview calls made by agents DBINT NULL

for this service since midnight. The value is updated
in the database when the after-call work time
associated with the call (if any) has completed.
Unsupported for Outbound Option.

RedirectNoAnsCallsHalf Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service during
the current half-hour interval.

RedirectNoAnsCallsTo5 Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service during
the rolling five-minute interval.

RedirectNoAnsCallsToday Number of calls that rang at an agent's terminal and DBINT NULL
redirected on failure to answer in this service since
midnight.

ReserveCallsHalf Not currently used. DBINT NULL

ReserveCallsNow Not currently used. DBINT NULL

ReserveCallsOnHoldHalf Not currently used. DBINT NULL

ReserveCallsOnHoldTimeHalf Not currently used. DBINT NULL

ReserveCallsOnHoldTimeTo5 Not currently used. DBINT NULL

ReserveCallsOnHoldTimeToday Not currently used. DBINT NULL

ReserveCallsOnHoldTo5 Not currently used. DBINT NULL

ReserveCallsOnHoldToday Not currently used. DBINT NULL

ReserveCallsTalkTimeHalf Not currently used. DBINT NULL

ReserveCallsTalkTimeTo5 Not currently used. DBINT NULL

ReserveCallsTalkTimeToday Not currently used. DBINT NULL

ReserveCallsTimeHalf Not currently used. DBINT NULL

ReserveCallsTimeTo5 Not currently used. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
474
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
ReserveCallsTimeToday Not currently used. DBINT NULL

ReserveCallsTo5 Not currently used. DBINT NULL

ReserveCallsToday Not currently used. DBINT NULL

ServiceLevelAbandHalf Number of calls to the service abandoned within the DBINT NULL
service level threshold during the current half-hour
interval.

ServiceLevelAbandTo5 Number of calls to the service abandoned within the DBINT NULL
service level threshold during the rolling five-minute
interval.

ServiceLevelAbandToday Number of calls to the service abandoned within the DBINT NULL
service level threshold since midnight.

ServiceLevelCallsHalf Number of calls to the service answered within the DBINT NULL
service level threshold during the current half-hour
interval.

ServiceLevelCallsOfferedHalf Number of calls to the service for which a service DBINT NULL
level event occurred during the current half-hour
interval.

ServiceLevelCallsOfferedTo5 Number of calls to the service for which a service DBINT NULL
level event occurred during the rolling five-minute
interval.

ServiceLevelCallsOfferedToday Number of calls to the service for which a service DBINT NULL
level event occurred since midnight.

ServiceLevelCallsQHeld Number of calls to the service currently queued for DBINT NULL
longer than the service level threshold.

ServiceLevelCallsTo5 Number of calls to the service answered within the DBINT NULL
service level during the rolling five-minute interval.

ServiceLevelCallsToday Number of calls to the service that were answered DBINT NULL
within the service level threshold since midnight.

ServiceLevelHalf Service level for the service during the current DBFLT4 NULL
half-hour interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
475
 All Tables
Service_Real_Time

Name Description Data Type Keys and

NULL
Option
ServiceLevelTo5 Service level during the rolling five-minute interval. DBFLT4 NULL
There are three types of service level calculations,
and they are determined by the Service Level type
chosen in configuration.
They are:
1. Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered
- ServiceLevelCallsAband -
RouterCallsDequeued)
2. Abandoned Calls have Negative Impact
ServiceLevel = ServiceLevelCalls /
ServiceLevelCallsoffered -
RouterCallsDequeued)
3. Abandoned Calls have Positive Impact
ServiceLevel = (ServiceLevelCalls +
ServiceLevelCallsAband) /
(ServiceLevelCallsoffered -
RouterCallsDequeued)

Note This field is relevant to the Unified CCE

environment only.

ServiceLevelToday Service level for the service since midnight. DBFLT4 NULL

ServiceModeIndicator The current mode of the service: DBINT NULL

• 1 = Day service
• 2 = Night service
• 3 = Closed with answer
• 4= Closed, no answer
• 5 = Transition
• 6= Open
• 13 = Pilot Status Other.

SkillTargetID Foreign key from Service table. DBINT PK, FK

NOT
NULL
TalkTimeHalf Total talk time in seconds for calls to the service DBINT NULL
ending during the current half-hour interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
476
 All Tables
Shift

Name Description Data Type Keys and

NULL
Option
TalkTimeTo5 Total talk time in seconds for calls to the service DBINT NULL
ending during the rolling five-minute interval.

TalkTimeToday Total talk time in seconds for calls to the service DBINT NULL
ending since midnight.

TransferInCallsHalf Number of calls transferred into the service during DBINT NULL
the current half-hour interval.

TransferInCallsTo5 Number of calls transferred into the service during DBINT NULL
the rolling five-minute interval.

TransferInCallsToday Number of calls transferred into the service since DBINT NULL
midnight.

TransferOutCallsHalf Number of calls transferred out of the service during DBINT NULL
the current half-hour interval.

TransferOutCallsTo5 Number of calls transferred out of the service during DBINT NULL
the rolling five-minute interval.

TransferOutCallsToday Number of calls transferred out of the service since DBINT NULL
midnight.

Shift
Provides the name, start time, and end time of the current shift.

Table 398: Indexes for Shift Table

index_name index_description index_keys

XPKShift nonclustered, unique, primary key ShiftName

located on PRIMARY

Table 399: Fields in Shift Table

Name Description Data Type Keys and

NULL
Option
ShiftName Name of the Shift scheduled. VNAME32 PK NOT
NULL
StartTime Shift start time. SMALLDATETIME NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
477
 All Tables
SIP_Server_Group

Name Description Data Type Keys and

NULL
Option
StopTime Shift end time. SMALLDATETIME NOT
NULL

SIP_Server_Group
This table contains logical grouping of destinations like Browsers and Call Managers.
Unified CVP does the load balancing to these elements in Server Group and provides High Availability of
SIP Component.

Note This table is not applicable for Unified CCE.

Related Tables
• Machine_Host, on page 285 (through MachineHostID)
• SIP_Server_Group_Elements, on page 479 (through SipServerGroupID)

Table 400: Indexes for SIP_Server_Group Table

index_name index_description index_keys

XPKSip_Server_Group Primary key SipServerGroupID

XAK1Sip_Server_Group Unique key GroupName

Table 401: Fields in SIP_Server_Group Table

Name Description Data Type Keys and NULL

Option
SipServerGroupID A unique primary key that identifies the SIP server group. DBINT PK, FK
NOT NULL

GroupName The server group FQDN. varchar(255) NOT NULL

Description The description of the SIP server group. DESCRIPTION NULL

MachineHostID The MachineHostID for the site name the pattern is associated to. DBINT FK
In case of main site, the value is NULL.
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
478
 All Tables
SIP_Server_Group_Elements

Name Description Data Type Keys and NULL

Option
SipServerType The type of the SIP server group. The valid SIP Server types and DBINT NOT NULL
their values are as follows:
• VRU = 0
• Agent = 1
• External = 2

DefaultForRoutePattern A value that indicates whether the SIP server group is a default DBCHAR NOT NULL
group for all the route pattern. The default value is N.

ChangeStamp A value that increments when the record changes the CHANGESTAMP NOT NULL
CHANGESTAMP in the central controller database.

SIP_Server_Group_Elements
This table contains the elements of the SIP Server Group.

Note This table is not applicable for Unified CCE.

Related Tables
• Machine_Host, on page 285 (through MachineHostID)
• SIP_Server_Group, on page 478 (through SipServerGroupID)

Table 402: Indexes for SIP_Server_Group_Elements Table

index_name index_description index_keys

XPKSip_Server_Group_Elements Primary key SipServerGroupElementID

Table 403: Fields in SIP_Server_Group_Elements Table

Name Description Data Type Keys and NULL

Option
SipServerGroupElementID A unique primary key that identifies the SIP server group element. DBINT PK
NOT NULL

SipServerGroupID A unique primary key that identifies the SIP server group. DBINT FK
NOT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
479
 All Tables
Skill_Group

Name Description Data Type Keys and NULL

Option
MachineHostID The MachineHostID for the element present in the group. DBINT FK
NOT NULL

Port The port on which the SIP server group sends the SIP Request. DBINT NULL

SecurePort The secure port on which the SIP server group sends the SIP DBINT NULL
request.

Priority The priority of the element in the group. DBINT NOT NULL

Weight The weight of the element in the group. DBINT NOT NULL

ChangeStamp A value that increments when the record changes the CHANGESTAMP NOT NULL
CHANGESTAMP in the central controller database.

Skill_Group
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Each row describes a skill group associated with a peripheral. A skill group is a collection of agents who have
common skills.

Note Clarification Regarding the DefaultEntry field: If you look at the Skill_Group table for a skill group
that you have created, the DefaultEntry field will have the value 0 (even if this skill group has sub-skill
groups). If a default skill group has been created (for example, a default skill group is automatically
created when you establish Peripheral Gateways for an Unified CCE system), and you look at the
Skill_Group table for this skill group, then--provided that this skill group has no sub-skill groups--the
DefaultEntry field will have the value 1. For additional information, see the description of the DefaultEntry
field.

Use the Skill Group Explorer tool to add, update, and delete Skill_Group records.
Related Tables
• Dialer_Detail, on page 220 (via SkillTargetID)
• Dialer_Skill_Group_Half_Hour, on page 238 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
• Dialer_Skill_Group_Real_Time, on page 242 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
• Enterprise_Skill_Group_Member, on page 250 (via SkillTargetID)
• Media_Routing_Domain, on page 297 (via MRDomainID)
• Peripheral, on page 317 (via PeripheralID)
• Precision_Queue, on page 337 (via PrecisionQueueID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
480
 All Tables
Skill_Group

• Schedule, on page 415 (via ScheduleID)

• Service_Array, on page 442 (via SkillTargetID)
• Service_Member, on page 460 (via SkillTargetID)
• Skill_Group_Five_Minute, on page 484 (via SkillTargetID)
• Skill_Group_Member, on page 516 (via SkillTargetID)
• Skill_Group_Real_Time, on page 517 (via SkillTargetID)
• Skill_Target, on page 533 (via SkillTargetID)
• Termination_Call_Detail, on page 540(SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 404: Indexes for Skill_Group Table

index_name index_description index_keys

XAK1Skill_Group nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XAK2Skill_Group nonclustered, unique, unique key PeripheralID, PeripheralNumber, Priority

located on PRIMARY

XIE1Skill_Group nonclustered located on PRIMARY ScheduleID

XIE2Skill_Group nonclustered located on PRIMARY BaseSkillTargetID

XIE3Skill_Group nonclustered located on PRIMARY DateTimeStamp

XPKSkill_Group clustered, unique, primary key located SkillTargetID

on PRIMARY

Table 405: Fields in Skill_Group Table

Name Description Data Type Keys and

NULL
Option
AvailableHoldoffDelay Number of seconds before an agent becomes DBSMALLINT NOT
available after a call terminates. If this value is NULL
0xFFFF, then the default value from the Peripheral
record is used.

BaseSkillTargetID If Priority is not 0, indicates the base group for the DBINT FK, IE-2
skill. If this record is for the base group, Priority is NULL
0 and this field is NULL.

BucketIntervalID The ID of bucket intervals from the Bucket_Interval DBINT YES

table used to generate the AnsInterval and
AbandInterval fields in this record. If NONE is
selected for the bucket interval, then
Default_Bucket_Intervals is used for calculation.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
481
 All Tables
Skill_Group

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

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

the peripheral to initialize the skill group.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

DefaultEntry Normal entries are 0 (zero). Any records with DBINT NOT
DefaultEntry value > (greater than) 0 will be NULL
considered a default skill group for configuration
purposes. Records having a DefaultEntry value of
1 are used by OPC as the default target skill group.
Where only a base default skill group is created, it
has a DefaultEntry value of 1. If sub-skill group
records are created, the primary sub-group has a
DefaultEntry value of 1, while the others have a
DefaultEntry value of 2.
Note An automatic DefaultEntry is created
with each possible combination of
Peripheral and MRDomain (PeripheralID
and MRDOmainID) in the system. These
entries are visible to configuration
applications but cannot be directly
modified.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

DepartmentID Foreign key from Department. NULL for global DBINT NULL
department.

Description Additional information about the group. DESCRIPTION NULL

EnterpriseName An enterprise name for the skill group. This name VNAME32 AK-1 NOT
must be unique among all skill groups in the NULL
enterprise.

Extension The extension number for the service (used by VTELNO10 NULL
Lucent DEFINITY ECS).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
482
 All Tables
Skill_Group

Name Description Data Type Keys and

NULL
Option
IPTA Indicates whether or not this is an 'Unified ICM DBCHAR NOT
picks the agent (IPTA)' skill group: NULL
• Y = Yes, this is an IPTA skill group.
• N = No, this is not an IPTA skill group.

MRDomainID The Media Routing Domain with which this skill DBINT FK NOT
group is associated. The default value is 1. NULL

PeripheralID Foreign key from Peripheral table. DBSMALLINT AK-2, FK

NOT
NULL
PeripheralName Skill group name as known by the peripheral. VNAME32 NOT
NULL
PeripheralNumber Skill group number as known by the peripheral. DBINT AK-2 NOT
NULL
PrecisionQueueID Foreign key to the Precision Queue table. DBINT FK, NULL

Priority The routing priority of this group for the skill: DBSMALLINT AK-2 NOT
NULL
• 1 = primary
• 2 = secondary
• 3= tertiary; etc.
Note The value 0 indicates a base skill
group.

ScheduleID Identifies an imported schedule associated with the DBINT FK, IE-1
skill group. NULL

ServiceLevelThreshold The service level threshold, in seconds, for the DBINT NOT
service level. NULL
If this field is negative, the value of the
ServiceLevelThreshold field in the
Service_Level_Threshold table (for this
Peripheral/MRD pair) is used.
The default value is -1 which means SL computation
is disabled for this SG.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
483
 All Tables
Skill_Group_Five_Minute

Name Description Data Type Keys and

NULL
Option
ServiceLevelType Indicates how the system software calculates the DBSMALLINT NOT
service level for the skillgroup. NULL
If this field is 0, Unified ICM uses the default
specified for the associated Peripheral/MRD pair in
the Service_Level_Threshold table.
Possible values:
• 0 = Use Default
• 1 = Ignore Abandoned Calls
• 2 = Abandoned Call Has Negative Impact:
• 3 = Abandoned Call Has Positive Impact:

SkillTargetID An identifier that is unique among all skill targets DBINT PK, FK,
in the enterprise. NOT
NULL
SubGroupMaskType Indicates whether to use the SubSkillGroupMask DBSMALLINT NOT
field for the skill group or to use the peripheral NULL
default:
• 0 = Use peripheral default.
• 1 = Override the peripheral default.

SubSkillGroupMask A series of characters (Y and N) indicating which varchar(64) NULL

sub-skill groups to create for the skill group. Ignored
if SubGroupMaskType is 0.

UserDeletable Indicates if the record can be deleted by a user. DBCHAR NOT

Default is Y. NULL

Skill_Group_Five_Minute
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
It gets populated on central and HDS databases. This table contains statistics about each skill group during
the five-minute interval.
The Unified ICM generates Skill_Group_Five_Minute records for each skill group.
Related table
Skill_Group, on page 480 (via SkillTargetID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
484
 All Tables
Skill_Group_Five_Minute

Table 406: Indexes for Skill_Group_Five_Minute Table

index_name index_description index_keys

XAK1Skill_Group_Five_Minute Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKSkill_Group_Five_Minute Clustered, unique, primary key located DateTime, SkillTargetID, TimeZone

on PRIMARY

Table 407: Fields in Skill_Group_Five_Minute Table

Name Description Data Type Keys and

NULL
Option
Avail Number of agents in group in the Available state at DBINT NULL
the end of the five-minute interval.

AvailTimeTo5 The total time, in seconds, that agents in the skill DBINT NULL
group were in the Available state for any skill group
during the five-minute interval. AvailTime is
included in the calculation of LoggedOnTime.

AvgHandledCallsTalkTimeTo5 Average talk time in seconds for calls counted as DBINT NULL
handled by the skill group during the five-minute
window. This value is calculated as follows:
HandledCallsTalkTimeTo5 / CallsHandledTo5
AvgHandledCallsTalkTime is calculated only for
handled calls, which are calls that are finished (that
is, any after-call work associated with the call has
been completed). This field is updated in the
database when any after-call work associated with
the call is completed.

AvgHandledCallsTimeTo5 Average talk time in seconds for calls counted as DBINT NULL
handled by the skill group during the five-minute
window. This value is calculated as follows:
HandledCallsTalkTimeTo5 / CallsHandledTo5
The AvgHandledCallsTime value is updated in the
database when any after-call work time associated
with the call is completed.

BusyOther Number of agents in the BusyOther state at the end DBINT NULL
of the five-minute interval.

BusyOtherTimeTo5 Number of seconds agents spent in the BusyOther DBINT NULL

state during the five-minute window.
BusyOtherTime is included in the calculation of
LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
485
 All Tables
Skill_Group_Five_Minute

Name Description Data Type Keys and

NULL
Option
CallsAnsweredTo5 Number of calls answered by agents in the skill DBINT NULL
group during the five-minute window. The count
for CallsAnswered is updated at the time the call is
answered.

CallsHandledTo5 Calls that by been answered and have completed DBINT NULL
wrap-up by the skill group during the five-minute
window.
A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.

DateTime Central Controller date and time at the start of the DBSMALLDATE PK NOT
five-minute interval. NULL

LoggedOn Number of agents in the skill group logged on at the DBINT NULL
end of the five-minute interval.

LongestAvailAgent Time in seconds that the longest available agent for DBINT NULL
the skill group has been available.

NotReady Number of agents in the skill group in the Not Ready DBINT NULL
state at the end of the five-minute interval.

NotReadyTimeTo5 The total time in seconds that agents in the skill DBINT NULL
group were in the Not Ready state for any skill group
during the five-minute window. NotReadyTime is
included in the calculation of LoggedOnTime.

PercentUtilizationTo5 Percentage of Ready time that agents in the skill DBFLT4 NULL
group spent talking or doing call work during the
five-minute window. This is the percentage of time
agents spend working on calls versus the time agents
were ready.

Ready Number of agents in the skill group in the Ready DBINT NULL
state at the end of the five-minute interval.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
486
 All Tables
Skill_Group_Five_Minute

Name Description Data Type Keys and

NULL
Option
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

ReservedStateTimeTo5 Time agents in the skill group spent in the Reserved DBINT NULL
state during the five-minute window.
ReservedStateTime is included in the calculation of
LoggedOnTime.

SkillTargetID The SkillTargetID of the agent. Together with the DBINT PK, FK
SkillGroupSkillTargetID, identifies the skill group NOT
member. Foreign key from skill group table. NULL

TalkingIn Number of agents in the skill group talking on DBINT NULL

inbound calls at the end of the five-minute interval.
Inbound calls are ACD calls arriving on trunks (that
is, calls that are not internally generated).

TalkingOther Number of agents in the skill group talking on DBINT NULL

internal calls (neither inbound nor outbound) at the
end of the five-minute interval. Examples of "other
calls include agent-to-agent transfers and supervisor
calls.

TalkingOut Number of agents in the skill group talking on DBINT NULL

outbound calls at the end of the five-minute interval.

TalkTimeTo5 Number of seconds agents in the skill group were DBINT NULL
in the Talking state during the five-minute window.
This field is applicable for Unified ICM, Unified
CCE and Outbound Option.

TimeZone The Central Controller’s time zone for the date and DBINT PK, NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Unused1 This field is not used. DBINT NULL

WorkNotReady Number of agents in the skill group in the Work Not DBINT NULL
Ready state at the end of the five-minute interval.

WorkNotReadyTimeTo5 Number of seconds agents in the skill group were DBINT NULL
in the Work Not Ready state during the five-minute
window. WorkNotReadyTime is included in the
calculation of LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
487
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
WorkReady Number of agents in the skill group in the Work DBINT NULL
Ready state at the end of the five-minute interval.

WorkReadyTimeTo5 Number of seconds agents in the skill group were DBINT NULL
in the Work Ready state during the five-minute
interval. WorkReadyTime is included in the
calculation of LoggedOnTime.

Skill_Group_Interval
This section describes the Skill Group Interval table.
For any calls that are routed using a Precision Queue, RouterCallsOffered and RouterErrorCode fields in the
corresponding Skill_Group_Interval table are updated.

Note In the Skill_Group_Interval table, the Hold time is calculated based on the agent state.

Table 408: Indexes for Skill_Group_Interval Table

index_name index_description index_keys

XPKSkill_Group_Interval PRIMARY KEY DateTime, SkillTargetID, Timezone

XAK1Skill_Group_Interval UNIQUE Recovery Key

XIE1Skill_Group_Interval Nonclustered DbDateTime

Table 409: Fields in Skill_Group_Interval Table

Name Description Data Type Keys and

NULL
Option
AbandonHoldCallsOut The number of outbound calls that abandon while DBINT YES
on hold. This is reported by OPC.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
488
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
AvgHandledCallsTalkTime Average talk time in seconds for inbound calls DBINT YES
associated with the skill group that were handled
during the reporting interval. This value is calculated
as follows: HandledCallsTalkTime / CallHandled.
AvgHandledCallsTalkTime is calculated only for
handled calls, which are calls that are finished (that
is, any after-call work associated with the call has
been completed). This field is counted when any
after-call work associated with the call is completed,
and the database is updated every reporting.
Note In a Unified CCE Enterprise Gateway
deployment, a Unified ICM (parent)
connected with a Unified CCE with a
Unified CCE System PG (child) or Cisco
Unified Contact Center Express (child)
through Unified CCE Gateway PG,
network queuing data is not available in
the child or in the child agent or
supervisor desktops. The time spent in
the network queue is not included in the
reporting metrics in the child. A call
center manager, who would normally
only look at the Unified CCE child
reports, must also look at the parent
Unified ICM reports for network queuing
data.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
489
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

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

In Unified CCE, AnswerWaitTime is calculated

from the following fields in the
Termination_Call_Detail table:
• DelayTime
• RingTime
• NetworkSkillGroupQTime

AbandonRingCalls Total number of ACD calls to the skill group that DBINT YES
were abandoned while ringing at an agent's position.
The value is counted at the time the call disconnects,
and the database is updated every reporting.

AbandonRingTime Total ring time associated with ACD calls to the DBINT YES
skill group that were abandoned while alerting an
agent's position. RingTime occurs after any
DelayTime and LocalQTime. The value is counted
at the time the call disconnects, and the database is
updated every reporting.

AbandonHoldCalls The total number of ACD calls to the skill group DBINT YES
that abandoned while being held at an agents
position. The value is counted at the time the call
disconnects, and the database is updated every
reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
490
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
AgentOutCallsTalkTime Total talk time, in seconds, outbound ACD calls DBINT YES
handled by agents associated with this skill group
that ended during the reporting interval. The value
includes the time spent from the agent beginning the
call to when the agent begins after-call work for the
call. The value is counted when the after-call-work
time associated with the call (if any) is completed,
and the database is updated every reporting.
Note This field does not include the hold time;
it is recorded in the
AgentOutCallsOnHoldTime field.

AgentOutCallsOnHold The total number of outbound ACD calls by an agent DBINT YES
associated with this skill group that ended during
the current reporting interval that were placed on
hold at least once during the life of the call. The
value is counted when the after-call work associated
with the call (if any) is completed, and the database
is updated every reporting.

AgentOutCallsOnHoldTime Total number of seconds outbound ACD calls were DBINT YES
placed on hold by agents associated with this skill
group. This value updated in the database when
after-call work associated with the call (if any) is
completed.

AgentTerminatedCalls Not currently used. DBINT YES

AvgHandledCallsTime Average handle time in seconds for inbound calls DBINT YES
associated with the skill group that were handled
during the reporting interval. This value is calculated
as follows: HandledCallsTime / CallsHandled. The
AvgHandledCallsTime value is counted when any
after-call work time associated with the call is
completed, and the database is updated every
reporting.

AutoOutCalls The total number of AutoOut (predictive) calls made DBINT YES
by agents associated with this skill group that ended
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) has completed, and the database is
updated every reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
491
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
AutoOutCallsTime The total handle time, in seconds, for AutoOut DBINT YES
(predictive) calls handled by agents associated with
this skill group that ended during the reporting
interval. Handle time includes WorkTime, TalkTime,
and HoldTime. The AutoOutCallsTime value
includes the time spent from the call being initiated
to when the agent completes after-call work time for
the call. The value is counted when the after-call
work time associated with the call (if any) has
completed, and the database is updated every
reporting.

AutoOutCallsTalkTime Total talk time, in seconds, for AutoOut (predictive) DBINT YES
calls handled by agents associated with this skill
group that ended during the reporting interval. This
value includes the time spent from the call being
initiated to when the agent begins after-call work
for the call. It includes the HoldTime associated with
the call. AutoOutCallsTalkTime is counted when
the after-call work time associated with the call (if
any) has completed, and the database is updated
every reporting.

AutoOutCallsOnHold The total number of ended AutoOut (predictive) DBINT YES

calls that agents associated with this skill group have
placed on hold at least once. The value is counted
when the after-call work time associated with the
call (if any) has completed, and the database is
updated every reporting.

AutoOutCallsOnHoldTime The total number of seconds that AutoOut DBINT YES

(predictive) calls were placed on hold by agents
associated with this skill group during the reporting
interval. The value is counted when the after-call
work associated with the call (if any) has completed,
and the database is updated every reporting.

AgentOutCallsTime The total handle time, in seconds, for outbound ACD DBINT YES
calls handled by the skill group that ended during
the reporting interval. Handle time includes
WorkTime, TalkTime, and HoldTime. The
AgentOutCallsTime value includes the time spent
from the agent beginning the call to when the agent
completes after-call work time for the call. The value
is counted when the after-call work time associated
with the call (if any) is completed, and the database
is updated every reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
492
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
AgentOutCalls The total number of outbound ACD calls made by DBINT YES
agents in the skill group that ended during a
reporting interval. The value is counted when any
after-call work time associated with the call is
completed, and the database is updated every
reporting.

AvailTime Total time in seconds agents associated with this DBINT YES
skill group were in the Not_Active state for this skill
group during the reporting interval. AvailTime is
included in the calculation of LoggedOnTime.

BargeInCalls The number of calls associated with this skill group DBINT YES
barged in on either by the supervisor or by the agent.
This field is applicable for Unified CCE only.

BucketIntervalID The ID of Bucket Intervals from the Bucket_Interval DBINT NULL

table used to generate the following
RouterAnsInterval and RouterAbandInterval fields
in this record.

BusyOtherTime Number of seconds agents have spent in the DBINT YES

BusyOther state for this skill group during the
reporting interval. BusyOtherTime is included in the
calculation of LoggedOnTime.

CampaignID For skill groups assigned to campaigns only per the DBINT YES
Campaign Skill Group. As skill groups are often
reused for new campaigns, this provides a historical
trail for proper reporting. Filled in by the CallRouter.

CallbackMessages Number of callback messages processed by the skill DBINT YES

group during the reporting interval.

CallbackMessagesTime Number of seconds the skill group spent processing DBINT YES
callback messages during the reporting interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
493
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
CallsHandled The number of inbound ACD calls answered and DBINT YES
wrap-up completed by agents associated with this
skill group during the reporting interval.
This field is applicable for Unified ICM and Unified
CCE. A handled call is:
1. An incoming ACD call that was answered by
an agent, and then completed.
2. A non-voice task that the agent started working
on then completed.

A handled call or task is completed when the agent

associated with the call or task finishes the wrap-up
work associated with the call or task.

CallsAnswered Number of routed calls answered by agents DBINT YES

associated with this skill group during the given
interval. CallsAnswered is incremented in the
interval where the call is answered, as opposed to
CallsHandled which is incremented in the interval
where the call ends.
Note With the existence of a network VRU, in
a Unified CCE deployment with a
Unified CCE System PG, this value does
not include time spent in the network
VRU.

ConsultOutCalls The number of external consult calls the agents in DBINT NULL
this skill group completed during this interval.

ConsultOutCallsTime Time the agents in this skill group spent on consult DBINT NULL
external calls. It includes talk, hold, and wrap time.
Time is counted when the call ends. This time

ConsultativeCalls The number of consultative calls agents associated DBINT YES

with the skill group that ended in this reporting. The
count is counted when the after-call work time
associated with the consultative call (if any) is
completed, and the database is updated every
reporting.

ConsultativeCallsTime The number of seconds agents associated with this DBINT YES
skill group spent handling a consultative call. The
value is counted when the after-call work time
associated with the consultative call (if any) is
completed, and the database is updated every
reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
494
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
CallsOffered The number of calls received by this skill group for DBINT YES
the current reporting interval. In Unified CCE with
a Unified CCE System PG, a call is counted as
offered when it is sent to a skill group. In Unified
CCE without a Unified CCE System PG, a call is
counted as offered only when it is answered.
Note For consistent values, in Unified CCE
regardless of whether there is a Unified
CCE System PG, use RouterCallsOffered.

CallsQueued The number of calls queued to this skill group by DBINT YES
the ACD in the current reporting interval. In Unified
CCE with a Unified CCE System PG, this field is
applicable and is updated when a call is queued to
the skill group.
Note Not applicable for Unified CCE without
a Unified CCE System PG and is not
updated.
For consistent values, in Unified CCE regardless of
whether there is a Unified CCE System PG, use
RouterQueueCalls.

ConferencedInCalls The number of incoming calls skill group agents DBINT YES
were conferenced into. Incoming calls include ACD
and non-ACD calls. The value is counted when the
agent drops off the call or the call becomes a simple
two-party call, and the database is updated every
reporting.
Note For blind conferences in Unified CCE
with a Unified CCE System PG, this field
is updated when an agent later answers
the call that was blind conferenced to a
VRU. For this call scenario, this field is
not updated in Unified CCE without a
Unified CCE System PG.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
495
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
ConferencedInCallsTime The number of seconds agents associated with this DBINT YES
skill group were involved in incoming conference
calls. Conferenced in calls include both ACD and
non-ACD. The value is counted when the agent
drops off the call or the call becomes a simple
two-party call, and the database is updated every
reporting. For blind conferences in Unified CCE,
the value is counted when an agent blind conferences
the call to a VRU, and the database is updated every
reporting. For blind conferences in Unified CCE
with a Unified CCE System PG, the value is not
updated in the database until another agent later
answers the call that was blind conferenced to a
VRU.
Note For blind conferences in Unified CCE
with a Unified CCE System PG, this field
is updated when another agent later
answers the call that was blind
conferenced to a VRU. For this call
scenario, this field is not updated in
Unified CCE without a Unified CCE
System PG.

ConferencedOutCalls The number of conference calls that the skill group DBINT YES
agents initiated. The conferenced out calls include
ACD and non-ACD calls. The value is counted when
the agent drops off the call or the call becomes a
simple two-party call, and the database is updated
every reporting.

ConferencedOutCallsTime The number of seconds that agents spent on DBINT YES

conference calls that they initiated. This includes
time spent on both ACD and non-ACD conference
calls initiated by the agent. The value is counted
when the agent drops off the call or the call becomes
a simple two-party call, and the database is updated
every reporting.

DateTime The date and time at the start of the reporting DBSMALLDATE NOT
interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME YES
are written to the HDS database. The logger database
has NULL for this column.

EmergencyAssists The number of emergency assist requests either by DBINT YES

the agent or by the supervisor. This field is
applicable for Unified CCE only.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
496
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
HoldTime Number of seconds where all calls to an agent are DBINT YES
on hold during the reporting interval. HoldTime is
counted only while the agent is doing no other
call-related activity. HoldTime is included in the
calculation of LoggedOnTime.

HandledCallsTalkTime The number of seconds that agents spent in DBINT YES

TalkTime for calls associated with this skill group
that ended in this reporting interval. This field is
applicable for both Unified ICM, Unified CCE and
Outbound Option.

HandledCallsTime This field only applies to configured skill groups. DBINT YES
The number of seconds an agent spent answering
the call (including the time the call was on hold) to
the time the agent completed the after-call work
associated with the call.
HandledCallsTime = HandledCallsTalkTime +
HoldTime +
(WorkNotReadyTime/WorkReadyTime)
The value in this field for the incoming routed calls
includes:
1. Talk time
2. Total Held time
3. Work Ready and Work Not Ready time

Note Database is updated with the cumulative

time only after the call completion of both
the talk time and the wrap-up time.

Note This field is applicable for Unified ICM,

Unified CCE, and Outbound Option.

IncomingCallsOnHoldTime Total number of seconds that inbound ACD calls DBINT YES
that agents associated with the skill group placed on
hold that ended during the reporting interval. The
value is counted when the after-call work time
associated with the call (if any) is completed, and
the database is updated every reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
497
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
IncomingCallsOnHold The total number of inbound ACD calls that agents DBINT YES
associated with the skill group placed on hold at
least once during the reporting interval. The value
is counted when the after-call work time associated
with the call (if any) is completed, and the database
is updated every reporting.

InternalCallsOnHoldTime The total number of seconds internal calls agents DBINT YES
associated with the skill group ended in this
reporting ever put on hold. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.

InternalCallsOnHold The total number of internal calls that agents DBINT YES
associated with the skill group ended in this
reporting that were ever placed on hold. The value
is counted when the after-call work time associated
with the call (if any) is completed, and the database
is updated every reporting.

InternalCallsRcvdTime Number of seconds spent on internal calls received DBINT YES

by the agent during the reporting interval. The value
is incremented when the after-call-work time
associated with the call has completed.

InternalCallsRcvd Number of internal calls associated with this skill DBINT YES
group that agents received and that ended during
this reporting interval. The value is counted when
the after-call work time associated with the call (if
any) is completed, and the database is updated every
reporting.

InternalCalls Number of internal calls agents associated with this DBINT YES
skill group ended during the reporting interval. The
value is counted when the after-call work time
associated with the call (if any) is completed, and
the database is updated every reporting.

InternalCallsTime Number of seconds spent on internal calls initiated DBINT YES

by the agent during the reporting interval. The value
is incremented when the after-call-work time
associated with the call has completed.

InterruptedTime The number of seconds during which all calls to the DBINT YES
agent are in interrupted state during the reporting
interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
498
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
InterceptCalls The number of calls intercepted either by the DBINT YES
supervisor or by the agent. This field is applicable
for Unified CCE only.

LoggedOnTime Total time, in seconds, agents associated with this DBINT YES
skill group were logged on during the reporting
interval. This field is applicable for both Unified
ICM, Unified CCE and Outbound Option.
This value is based on the sum of the following:
1. HoldTime
2. TalkInTime
3. TalkOutTime
4. TalkOtherTime
5. NotReadyTime
6. WorkReadyTime
7. WorkNotReadyTime
8. BusyOtherTime
9. ReservedStateTime
10. TalkAutoOutTime
11. TalkPreviewTime
12. TalkReservedTime
13. InterruptedTime

MonitorCalls The number of calls monitored either by the DBINT YES

supervisor or by the agent. This field is applicable
for Unified CCE only.

NetConsultativeCalls The number of Network consultative calls completed DBINT YES

by agents in the skill group with at least one call on
hold. The count is counted when the after-call work
time associated with the consultative call (if any) is
completed, and the database is updated every
reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
499
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
NetConsultativeCallsTime The number of seconds agents in the skill group DBINT YES
spent handling a Network consultative call with at
least one call on hold. The value is counted when
the after-call work time associated with the
consultative call (if any) is completed, and the
database is updated every reporting.

NetConferencedOutCalls The number of Network conference calls that the DBINT YES
skill group agents initiated. The conferenced out
calls only include Network conference calls. The
value is counted when the agent drops off the call
or the call becomes a simple two-party call, and the
database is updated every reporting.

NetConfOutCallsTime The number of seconds that agents spent on Network DBINT YES
conference calls that they initiated. This only
includes time spent on Network conference calls
initiated by the agent. This database element uses
ConferenceTime from the Termination_Call_Detail
table. The value is counted when the agent drops off
the call or the call becomes a simple two-party call,
and the database is updated every reporting.

NetTransferOutCalls Number of calls that were network (Blind and DBINT YES
Consultative) transferred out of the skill group
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.

NotReadyTime Total seconds agents were in the Not Ready state DBINT YES
for this skill group during the reporting interval.
NotReadyTime is included in the calculation of
LoggedOnTime.

PickRequests The total number of pick requests successfully routed DBINT NULL
to this skill group for this interval.

PullRequests The total number of pull requests successfully routed DBINT NULL
to this skill group for this interval .

PickErrors Number of pick requests resulting in an error. DBINT NULL

PullErrors Number of pull requests resulting in an error. DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
500
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
PercentUtilization Percentage of Ready time that agents associated with DBFLT4 YES
this skill group spent talking or doing call work
during the reporting interval. This is the percentage
of time these agents spent working on calls versus
the time agents were ready.

PrecisionQueueID Foreign Key from Precision_Queue table. DBINT NULL

PreviewCalls Total number of outbound Preview calls made by DBINT YES

agents associated with this skill group that ended
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) has completed, and the database is
updated every reporting.

PreviewCallsTime Total handle time, in seconds, for outbound Preview DBINT YES
calls handled by agents associated with this skill
group that ended during the reporting interval.
Handle time includes WorkTime, TalkTime, and
HoldTime. The PreviewCallsTime value includes
the time spent from the call being initiated to when
the agent completes after-call work time for the call.
The value is counted when the after-call work time
associated with the call (if any) has completed, and
the database is updated every reporting.

PreviewCallsTalkTime Total talk time, in seconds, for outbound Preview DBINT YES
calls handled by agents associated with this skill
group that ended during the reporting interval. This
value includes the time spent from the call being
initiated to when the agent begins after-call work
for the call. It therefore includes the HoldTime
associated with the call. PreviewCallsTalkTime is
counted when the after-call work time associated
with the call (if any) has completed. This field is
applicable for both Unified ICM and Unified CCE,
and the database is updated every reporting.

PreviewCallsOnHold The total number of ended outbound Preview calls DBINT YES
that agents associated with this skill group have
placed on hold at least once during the reporting
interval. The value is counted when the after-call
work time associated with the call (if any) has
completed, and the database is updated every
reporting.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
501
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
PreviewCallsOnHoldTime The total number of seconds outbound Preview calls DBINT YES
were placed on hold by agents associated with this
skill group during the reporting interval. The value
is counted when the after-call work associated with
the call (if any) has completed, and the database is
updated every reporting.

ReserveCalls For Outbound Option, the number of reservation DBINT YES

calls received by agents in this skill group during
the reporting interval.

ReserveCallsTime For Outbound Option, the time during the reporting DBINT YES
interval that outbound agents in this skill group spent
on reservation calls waiting for delivery of a
Campaign customer call. This includes preview time
for Preview, Direct Preview, and Personal Callback
calls.

ReserveCallsTalkTime For Outbound Option, the talk time for agents in this DBINT YES
skill group on reservation calls during the reporting
interval. This is calculated using Call State.

ReserveCallsOnHold For Outbound Option, the number of reservation DBINT YES

calls for agents in this skill group placed on hold
during the reporting interval.

ReserveCallsOnHoldTime For Outbound Option, the time that reservation calls DBINT YES
for agents in this skill group are on hold during the
reporting interval.

RecoveryKey A unique ID assigned to each record and used DBFLT8 NOT

internally by the Unified ICM/Unified CCE software NULL
to track the record.

RedirectNoAnsCalls The number of ACD calls to the skill group that rang DBINT YES
at an agent's terminal and redirected on failure to
answer. The value is counted at the time the call is
diverted to another device, and the database is
updated every reporting.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
502
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
RedirectNoAnsCallsTime The number of seconds ACD calls to the skill group DBINT YES
rang at an agent's terminal before being redirected
on failure to answer on failure to answer. The value
is counted at the time the call is diverted to another
device, and the database is updated every reporting.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

RouterAbandInterval1 Number of calls abandoned within interval 1. For DBINT NULL

Skill Group Interval, RouterAbandInterval is
calculated from when the call is queued to a skill
group or a precision queue, to when the call is
abandoned.
This column is applicable to both third-party ACDs
and Unified CCE with the following exception: the
column is not incremented if the call abandons after
it is routed to a standard ACD, unless the call was
translation routed.
In a Unified CCE Enterprise Gateway deployment,
a Unified ICM (parent) connected with a Unified
CCE and with a Unified CCE System PG (child) or
Cisco Unified Contact Center Express (child)
through Unified CCE Gateway PG, network queuing
data is not available in the child or in the child agent
or supervisor desktops. The time spent in the
network queue is not included in the reporting
metrics in the child. A call center manager, who
would normally only look at the Unified CCE child
reports, must also look at the parent Unified ICM
reports for network queuing data.

RouterAbandInterval2 Number of calls abandoned within interval 2. See DBINT NULL

RouterAbandInterval1.

RouterAbandInterval3 Number of calls abandoned within interval 3. See DBINT NULL

RouterAbandInterval1.

RouterAbandInterval4 Number of calls abandoned within interval 4. See DBINT NULL

RouterAbandInterval1.

RouterAbandInterval5 Number of calls abandoned within interval 5. See DBINT NULL

RouterAbandInterval1.

RouterAbandInterval6 Number of calls abandoned within interval 6. See DBINT NULL

RouterAbandInterval1.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
503
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
RouterAbandInterval7 Number of calls abandoned within interval 7. See DBINT NULL
RouterAbandInterval1.

RouterAbandInterval8 Number of calls abandoned within interval 8. See DBINT NULL

RouterAbandInterval1.

RouterAbandInterval9 Number of calls abandoned within interval 9. See DBINT NULL

RouterAbandInterval1.

RouterAbandInterval10 Number of calls abandoned within interval 10. See DBINT NULL
RouterAbandInterval1.

RouterAnsInterval1 Number of calls answered within interval 1. For Skill DBINT NULL
Group Interval, RouterAnsInterval is calculated from
when the call is queued to a skill group or a precision
queue, to when the call is answered.
This column is applicable to both third-party ACDs
and CC Enterprise with the following exception: the
column is not incremented if an agent on a
third-party ACD answers the call, unless the call
was translation routed.
In a Unified CCE Enterprise Gateway deployment,a
Unified ICM (parent) connected with a Unified CCE
with a Unified CCE System PG (child) or Cisco
Unified Contact Center Express (child) through
Unified CCE Gateway PG, network queuing data is
not available in the child or in the child agent or
supervisor desktops. The time spent in the network
queue is not included in the reporting metrics in the
child. A call center manager, who would normally
only look at the Unified CCE child reports, must
also look at the parent Unified ICM reports for
network queuing data.
With the existence of a network VRU, for Unified
CCE and for Unified ICM systems in which calls
are translation-routed, the measurement of Service
Level begins when the call arrives at the routing
script, or when its call type is changed. This means
that if self-service is performed on a call before the
call is queued to an agent, the routing script must
change the call type of the call when self-service is
completed. Otherwise, the time spent in self-service
negatively impacts the Service Level.

RouterAnsInterval2 Number of calls answered within interval 2. See DBINT NULL

RouterAnsInterval1.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
504
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
RouterAnsInterval3 Number of calls answered within interval 3. See DBINT NULL
RouterAnsInterval1.

RouterAnsInterval4 Number of calls answered within interval 4. See DBINT NULL

RouterAnsInterval1.

RouterAnsInterval5 Number of calls answered within interval 5. See DBINT NULL

RouterAnsInterval1.

RouterAnsInterval6 Number of calls answered within interval 6. See DBINT NULL

RouterAnsInterval1.

RouterAnsInterval7 Number of calls answered within interval 7. See DBINT NULL

RouterAnsInterval1.

RouterAnsInterval8 Number of calls answered within interval 8. See DBINT NULL

RouterAnsInterval1.

RouterAnsInterval9 Number of calls answered within interval 9. See DBINT NULL

RouterAnsInterval1.

RouterAnsInterval10 Number of calls answered within interval 10. See DBINT NULL
RouterAnsInterval1.

RouterCallsAbandQ Number of calls queued to the group by the DBINT YES

CallRouter that were abandoned during the half-hour
interval. The CallRouter sets this field.

RouterDelayQAbandTime The summation of time spent waiting in queue with DBINT

this skill group by callers that abandon before being
routed to an agent.
The CallRouter sets this field.

RouterMaxCallsQueued The maximum number of calls queued for this skill DBINT NULL
group during this interval. Calls queued against
multiple skill groups are included in the count for
each skill group it was queued to.
The CallRouter sets this field.

RouterMaxCallWaitTime The longest a call had to wait before being answered, DBINT NULL
abandoned, or otherwise ended. This includes time
in the network queue, local queue, and ringing at the
agent if applicable.
The CallRouter sets this field.

RouterQueueCalls Number of calls queued to the group by the DBINT YES

CallRouter during the reporting interval. The
CallRouter sets this field.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
505
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
RecoveryDay Currently not used, set to zero (0). DBINT NOT
NULL
ReportingHalfHour The value indicates Half Hour boundary interval (0 DBINT NULL
- 47). Two 15 minute interval records will have a
unique half hour boundary value.

ReportingInterval This value indicates the period, in minutes, over DBINT NULL
which the router calculates the Call Type and Call
Type Skill Group data. The valid values are 30
(default) or 15.

ReservedStateTime How long an agent is in Reserved state. This is DBINT YES

counted using Agent State.

RouterCallsOffered The number of calls routed or queued for the Skill DBINT YES
Group in the reporting interval. The CallRouter sets
this field.
This fields does not include local ACD calls, not
routed by Unified ICM. Such calls are counted in
the CallsOffered field of Skill_Group tables.
Note: RouterCallsOffered =
RouterCallsAbandToAgent + CallsHandled +
RouterCallsDequeued + RedirectNoAnsCalls +
RouterError + ReserveCalls + RouterCallsAbandQ
+ RouterCallsAbandDequeued
This field is applicable to Unified CCE environments
and to Unified ICM environments where calls are
translation-routed to Skill Groups.
This value is incremented by:
1. CallType short calls, which are counted as
abandoned for Skill Groups. (There is no short
call count in the Skill_Group_Real_Time table.)
2. Calls that are cancelled bis Cancel Queue node
and re-queued to the same Skill Group.
3. Calls that are routed to a Skill Group, re-queried,
and re-queued to the same Skill Group.

Note For precision queue skill groups, this

value increments when a call is sent to a
peripheral.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
506
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
RouterCallsAbandToAgent In the reporting interval, the number of calls DBINT YES
abandoned after they have been routed to the agent
desktop and before they have been answered (for
example, Abandon Ringing). This field is applicable
for Unified CCE systems and for systems where
calls are translation-routed to Skill Groups.
The CallRouter sets this field.
Note For precision queue skill groups, this
value counts the number of calls
abandoned after the calls are routed to an
agent desktop and before the calls are
answered.

RouterCallsDequeued The number of calls that were de-queued from this DBINT YES
skill group to be routed to another skill group in the
reporting interval. This field is also incremented
when a call is de-queued by a Cancel Queue node.
This field is applicable to Unified CCE environments
and to ICM environments where calls are
translation-routed to Skill Groups.
The CallRouter sets this field.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
507
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
RouterError The number of calls that resulted in an error DBINT YES
condition in the reporting interval.
A few examples of error condition are:
• CCE Script execution is unable to find a target
for the call due to any scripting or configuration
error.
• The system is unable to route the call to the
identified Agent for any error in the network
or device.
• Calls with mis-configured labels do not use
default routing; for example, when a route has
not been defined.

This field is applicable to Unified CCE environments

and to Unified ICM environments where calls are
translation-routed to Skill Groups.
The CallRouter sets this field.
Note For precision queue skill groups, this
value counts the number of calls resulting
in an error condition after the calls are
routed to an agent desktop.

See Router Error Codes for the complete list of

RouterError codes.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
508
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
RouterCallsAbandDequeued The number of calls that were abandoned and DBINT YES
de-queued from this skill group. When a call is
queued to multiple skill groups and abandoned, the
RouterCallsAbandQ field is incremented for one
skill group and RouterCallsAbandDequeued is
incremented for all the other skill groups. The group
that is charged with the abandon is the group to
which the call had been continuously queued to the
longest at the time of the abandon. Normally, this
would be the first group the script queued the call
to, unless a more complicated dequeue, queue, or
requeue scenario changes the order.
The term "continuously queued" means that if a call
is queued to a group, later dequeued, and still later
requeued, the earlier time in queue is not used in
determining which group the abandon is charged
against.
This field is applicable to Unified CCE environments
and to Unified ICM environments where calls are
translation-routed to Skill Groups.
The CallRouter sets this field.

Reserved1 Reserved for future use. DBINT YES

Reserved2 Reserved for future use. DBINT YES

Reserved3 Reserved for future use. DBINT YES

Reserved4 Reserved for future use. DBINT YES

Reserved5 Reserved for future use. DBFLT4 YES

SkillTargetID The SkillTargetID of the skill group. Together with DBINT NOT
the SkillGroupSkillTargetID, identifies the skill NULL
group member.

SupervAssistCalls Number of calls for which agents received supervisor DBINT YES
assistance during the reporting interval. The value
is counted when the supervisor-assisted call
completes, and the database is updated every
reporting. This field is applicable for Unified CCE.

SupervAssistCallsTime Number of seconds agents associated with this skill DBINT YES
group spent on supervisor-assisted calls during the
reporting interval. The value is counted when the
supervisor-assisted call completes, and the database
is updated every reporting. This field is applicable
for Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
509
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
ShortCalls The number of calls answered by agents associated DBINT YES
with this skill group where the duration of the calls
falls short of the AnsweredShortCalls threshold. You
might choose to factor these calls out of handle time
statistics. Inbound ACD short calls are counted as
Handled. AGENT_INSIDE short calls are counted
as InternalCallsRcvd.

ServiceLevel Service Level for the skill group during the reporting DBFLT4 YES
interval. This value is computed based on the
ServiceLevelCalls, ServiceLevelCallsoffered,
ServiceLevelCallsAband, and CallsDequeued.
There are three types of service level calculations,
and they are determined by the Service Level type
chosen in configuration.
They are:
1. Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered
- ServiceLevelCallsAband -
RouterCallsDequeued -
RouterCallsAbandDequeue).
2. Abandoned Calls have Negative Impact
ServiceLevel = ServiceLevelCalls /
ServiceLevelCallsoffered -
RouterCallsDequeued -
RouterCallsAbandDequeue).
3. Abandoned Calls have Positive Impact
ServiceLevel = (ServiceLevelCalls +
ServiceLevelCallsAband) /
(ServiceLevelCallsoffered -
RouterCallsDequeued -
RouterCallsAbandDequeue).

Note This field is relevant to the Unified CCE

environment only.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
510
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

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

ServiceLevelCallsAband The total number of calls of this skill group DBINT YES
abandoned within the service level threshold during
the reporting interval. For Skill Group Interval,
ServiceLevelCallsAband is calculated from when
the call is queued to a skill group or a precision
queue, to when the call is abandoned.
Calls may abandon while in the Skill Group queue,
or they may abandon after they have been routed to
a Skill Group. Calls that abandon after they are
routed to a Skill Group are identified by TCD
records with abandoned call disposition flag. If the
call is queued and abandons before it is routed to
any Skill Groups (within the ServiceLevel
threshold), the Router increments this value for ALL
the Skill Groups this call was queued for. If the call
abandons after it was routed to a Skill Group, that
Skill Group will have ServiceLevelCallsAband
incremented. This field is relevant to the Unified
CCE environment only.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
511
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsDequeue The number of queued calls de-queued from a skill DBINT YES
group within the skill ServiceLevel threshold in the
reporting interval. Calls may be de-queued by a
Cancel Queue node or de-queued from this Skill
Group to be routed to a different Skill Group.
Note This field is relevant to the Unified CCE
environment only.
Note With the existence of a network VRU,
this value includes time in the network
queue.

ServiceLevelError The calls that ended in Error state within the skill DBINT YES
group Service Level threshold during the reporting
interval.
Note This field is relevant to the Unified CCE
environment only.
Note With the existence of a network VRU,
this value includes time in the network
queue.

ServiceLevelRONA The calls that redirected on no answer within the DBINT YES
Service Level threshold during the reporting interval.
These calls are part of the ServiceLevelCallsOffered.
Note: This field is relevant to the Unified CCE
environment only.
Note: With the existence of a network VRU, this
value includes time in the network queue.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
512
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsOffered The number of calls routed to a skill group or queued DBINT YES
for a skill group in the reporting interval.
Includes the following categories of calls:
1. Calls that are answered within the ServiceLevel
threshold.
2. Calls that are abandoned within the ServiceLevel
threshold.
3. Calls that are redirected within the ServiceLevel
threshold. (This is consistent with Call Type
ServiceLevel).
4. Calls that are not complete after the
ServiceLevel threshold has passed (that is, calls
queued longer than the Service Level threshold).
Note ServicelevelCallsOffered field, calls
that encountered an error are counted,
irrespective of how the calls ended
(within or beyond the threshold). You
can use the RouterError field to
exclude all the erroneous calls and
ServiceLevelError field to exclude
erroneous calls before threshold.

Note This field is relevant to the Unified CCE

environment only.
Note With the existence of a network VRU,
this value includes time in the network
queue.

TimeZone The Central Controller’s time zone for the date and DBINT NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TalkInTime Number of seconds agents associated with this skill DBINT YES
group spent talking on inbound ACD calls (neither
internal nor outbound) during the reporting interval.
TalkInTime is included in the calculation of
TalkTime and LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
513
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
TalkOutTime Number of seconds agents associated with this skill DBINT YES
group spent talking on external outbound or
consultative transfer calls during the reporting
interval. TalkOutTime is included in the calculation
of TalkTime and LoggedOnTime.

TalkOtherTime Number of seconds agents spent talking on other DBINT YES

calls (neither inbound nor outbound) during the
reporting interval. Examples of other calls include
agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of
TalkTime and LoggedOnTime.

TransferInCalls Number of calls transferred into the skill group DBINT YES
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting. In Unified CCE with a Unified CCE
System PG, a call is counted as offered when it is
sent to a skill group. In Unified CCE, a call is
counted as offered only when it is answered. This
field is applicable for both Unified ICM and Unified
CCE.
Note For blind transfers in Unified CCE with
a Unified CCE System PG, this field
updates when the call that is blind
transferred to a VRU is subsequently
transferred to another agent and the agent
answers the call. For this call scenario,
this field is not updated in Unified CCE
without a Unified CCE System PG.

Note: "Calls" may include voice calls and non-voice

tasks from ECE or third-party multichannel
applications that use the Task Routing APIs.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
514
 All Tables
Skill_Group_Interval

Name Description Data Type Keys and

NULL
Option
TalkTime Total seconds agents associated with this skill group DBINT YES
were in the Talking state during the reporting
interval.
This value is based on the following:
1. TalkInTime
2. TalkOutTime
3. TalkOtherTime
4. TalkAutoOutTime
5. TalkPreviewTime
6. TalkReservedTime

TransferInCallsTime Number of seconds agents associated with this skill DBINT YES
group spent handling transferred in calls that ended
during this reporting interval. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.
Note: For blind transfers in Unified CCE with a
Unified CCE System PG, this field is updated when
the call that was blind transferred to an IVR is later
transferred to another agent and the agent answers
the call. For this call scenario, this field is not
updated in Unified CCE without a Unified CCE
System PG.
Note: "Calls" may include voice calls and nonvoice
tasks from ECE or third-party multichannel
applications that use the Task Routing APIs.

TransferOutCalls Number of calls transferred out of the skill group DBINT YES
during the reporting interval. The value is counted
when the after-call work time associated with the
call (if any) is completed, and the database is updated
every reporting.
Note: "Calls" may include voice calls and nonvoice
tasks from ECE or third-party multichannel
applications that use the Task Routing APIs.

TalkAutoOutTime Number of seconds the agent spent talking on DBINT YES

AutoOut (predictive) calls during the reporting
interval. TalkAutoOutTime is included in the
calculation of LoggedOnTime.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
515
 All Tables
Skill_Group_Member

Name Description Data Type Keys and

NULL
Option
TalkPreviewTime Number of seconds the agent spent talking on DBINT YES
outbound Preview calls during the reporting interval.
TalkAutoOutTime is included in the calculation of
LoggedOnTime.

TalkReserveTime Number of seconds the agent spent talking on agent DBINT YES
reservation calls during the reporting interval.
TalkReserveTime is included in the calculation of
LoggedOnTime.

WorkNotReadyTime Total time in seconds agents associated with this DBINT YES
skill group were in the WORK_NOT_READY state
during the reporting interval. WorkNotReadyTime
is included as in the calculation of LoggedOnTime.

WorkReadyTime Total seconds agents in the skill group were in the DBINT YES
WORK_READY state for tasks associated with this
skill group that ended during this reporting interval.
WorkReadyTime is included in the calculation of
LoggedOnTime.

WhisperCalls The number of calls coached either by the supervisor DBINT YES
or by the agent. This field is applicable for Unified
CCE only.

Skill_Group_Member
Table
This table is one of the Skill Group Member Detail tables in the Skill Target category (see Skill Target, on
page 608). To see database rules for these tables, see Skill Target Tables, on page 664.
The Skill Group Member table maps agents to skill groups. Each skill group contains one or more member
agents. Each agent can be a member of one or more skill groups.
Use the Skill Group Route Explorer tool to add, update, and delete Skill_Group_Member records.
Related Tables
Agent, on page 16 (AgentSkillTargetID maps to Agent.SkillTargetID)
Skill_Group, on page 480 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)

Table 410: Indexes for Skill_Group_Member Table

index_name index_description index_keys

XIE1Skill_Group_Member nonclustered located on PRIMARY AgentSkillTargetID

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
516
 All Tables
Skill_Group_Real_Time

index_name index_description index_keys

XPKSkill_Group_Members clustered, unique, primary key located SkillGroupSkillTargetID, AgentSkillTargetID

on PRIMARY

Table 411: Fields in Skill_Group_Member Table

Name Description Data Type Keys and

NULL
Option
AgentSkillTargetID The agent's SkillTargetID value. DBINT PK, FK,
IE-1 NOT
NULL
SkillGroupSkillTargetID The skill group's SkillTargetID value. DBINT PK, FK
NOT
NULL

Skill_Group_Real_Time
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.

Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with an Unified CCE with
an IPCC System PG (child) or Cisco Unified Contact Center Express (child) through IPCC Gateway
PG, network queuing data is not available in the child or in the child agent/supervisor desktop. The time
spent in the network queue is not included in the reporting metrics in the child. A call center manager
who would normally only look at the Unified CCE child reports will need to also look at the parent
Unified ICM reports for network queuing data.

Local database only. Contains real time information about each skill group.
The system software generates a Skill_Group_Real_Time record for each skill group.
Related Table
Skill_Group, on page 480 (via SkillTargetID)

Table 412: Indexes for Skill_Group_Real_Time Table

index_name index_description index_keys

XPKSkill_Group_Real_Time clustered, unique, primary key located SkillTargetID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
517
 All Tables
Skill_Group_Real_Time

Table 413: Fields in Skill_Group_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AgentOutCallsTimeTo5 The total handle time, in seconds, for outbound ACD DBINT NULL
calls associated with this skill group that ended
during the rolling five-minute interval. Handle time
includes WorkTime, TalkTime, and HoldTime. The
AgentOutCallsTime value includes the time spent
from the call being initiated by the agent to the time
the agent completes after-call work time for the call.
The value is updated in the database when the
after-call work time associated with the call (if any)
is completed.

AgentOutCallsTo5 The total number of outbound ACD calls associated DBINT NULL
with this skill group that ended during the current
five-minute interval. The value is updated in the
database when the after-call work time associated
with the call (if any) is completed.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
518
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
AnswerWaitTimeTo5 It is the current (rolling) five-minute interval total DBINT NULL
of:
• In Unified ICM, the time in seconds from
when the call first arrives at the ACD to when
the agent answers the call.
AnswerWaitTime is calculated from the
following:
• DelayTime
• LocalQTime
• RingTime

• In Unified CCE, the number of seconds calls

spent between first queued being queued to the
skillgroup through Select (LAA) or Queue to
Skillgroup nodes to when they were answered
by an agent.
AnswerWaitTime is calculated from the
following:
• DelayTime
• LocalQTime
• RingTime
• NetworkQTime

Note With the existence of a network VRU, in

a Unified CCE deployment with a
Unified CCE System PG, this value will
not include time spent in the network
VRU.

ApplicationAvailable The number of agents belonging to this skill group DBINT NULL
who are currently ApplicationAvailable with respect
to the MRD to which the skill group belongs.
An agent is Application available if the agent is Not
Routable and Available for the MRD. This means
that the agent can be routed a task by the Email and
Web Manager.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
519
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
AutoOutCallsTalkTimeTo5 Total talk time, in seconds, for AutoOut (predictive) DBINT NULL
calls handled by agents in the skill group that ended
during the current five-minute interval. This value
includes the time spent from the call being initiated
to the time the agent begins after-call work for the
call. It includes the HoldTime associated with the
call. AutoOutCallsTalkTime is updated in the
database when the after-call work time associated
with the call (if any) has completed.

AutoOutCallsTimeTo5 Total handle time, in seconds, for AutoOut DBINT NULL

(predictive) calls handled by agents in the skill group
that ended during the current five-minute interval.
Handle time includes WorkTime, TalkTime, and
HoldTime. The AutoOutCallsTime value includes
the time spent from the call being initiated to the
time the agent completes after-call work time for
the call. The value is updated in the database when
the after-call work time associated with the call (if
any) has completed.

AutoOutCallsTo5 Total number of AutoOut (predictive) calls made by DBINT NULL

agents in the skill group that ended during the current
five-minute interval. The value is updated in the
database when the after-call-work time associated
with the call (if any) has completed.

Avail Number of agents for the skill group in Not_Active DBINT NULL
state with respect to this skill group.

AvailTimeTo5 Total seconds agents in the skill group have been in DBINT NULL
the Not_Active state during the current five-minute
interval. AvailTime is included in the calculation of
LoggedOnTime.

AvgHandledCallsTalkTimeTo5 Average talk time in seconds for calls counted as DBINT NULL
handled by the skill group during the rolling
five-minute interval. This value is calculated as
follows:
HandledCallsTalkTimeTo5 / CallHandledTo5
AvgHandledCallsTalkTime is calculated only for
calls counted as handled. This field is updated in the
database when any after-call work associated with
the call is completed.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
520
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
AvgHandledCallsTimeTo5 Average handle time in seconds for calls counted as DBINT NULL
handled by the skill group during the rolling
five-minute interval. The value is calculated as
follows:
HandledCallsTimeTo5 / CallHandledTo5
The AvgHandledCallsTime value is updated in the
database when the after-call work time associated
with the call is completed.

BusyOther Number of agents currently in the BusyOther state DBINT NULL

with respect to this skill group.

BusyOtherTimeTo5 Number of seconds agents have spent in the DBINT NULL

BusyOther state during the rolling five-minute
interval. BusyOtherTime is included in the
calculation of LoggedOnTime.

CallsAnsweredTo5 The number of calls that were answered by the skill DBINT NULL
group during the rolling five-minute interval.

CallsHandledTo5 The number of calls that were handled by the skill DBINT NULL
group during the rolling five-minute interval.
This field is applicable for both Unified ICM and
Unified CCE. A handled call is:
• An incoming ACD call that was answered by
an agent, and then completed.
• A non-voice task that the agent started working
on then completed.

A handled call/task is completed when the agent

associated with the call/task finishes the wrap-up
work associated with the call/task.

CallsInProgress The total number of ongoing non-voice tasks DBINT NULL

associated with this skill group. This field populates
for non-voice tasks only.

CallsOfferedTo5 Number of calls offered to the skill group during the DBINT NULL
rolling five-minute interval. A call is counted only
when it is answered.
This field represents local queue counts at the ACD.
It is incremented only in the event of local queueing.
In the event of Network Queueing, the field
incremented in RouterCallsOfferedTo5.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
521
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
CallsQueuedNow The number of calls currently queued to this skill DBINT NULL
group by the ACD.
This field represents local queue counts at the ACD.
It is incremented only in the event of local queueing.
In the event of Network Queueing, the field
incremented in RouterCallsQNow.

DateTime Central Controller date and time that this data was DBDATETIME NOT
last updated. NULL

HandledCallsTalkTimeTo5 Total talk time, in seconds, for calls counted as DBINT NULL
handled by the skill group during the rolling
five-minute interval. It is updated in the database
when the after-call work time associated with the
call (if any) is completed.

FutureUseInt1 Reserved for future use DBINT NULL

FutureUseInt2 Reserved for future use DBINT NULL

FutureUseInt3 Reserved for future use DBINT NULL

FutureUseInt4 Reserved for future use DBINT NULL

FutureUseInt5 Reserved for future use DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
522
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
HandledCallsTimeTo5 This field only applies to configured skill groups. DBINT NULL
Total handle time, in seconds, for calls counted as
handled by the Precision Queue during the rolling
five-minute interval.
Handle time is number of seconds an agent spent
answering the call (including the time the call was
on hold) to the time the agent completed the
after-call work associated with the call.
HandledCallsTime = HandledCallsTalkTime +
HoldTime +
(WorkNotReadyTime/WorkReadyTime)
The value in this field for the incoming routed calls
includes:
1. Talk time
2. Total Held time
3. Work Ready and Work Not Ready time

Note Database is updated with the cumulative

time only after the call completion of both
the talk time and the wrap-up time.

Note This field is applicable for Unified ICM,

Unified CCE, and Outbound Option.

Hold The number of agents that have all active calls on DBINT NULL
hold. The agent is not in the Hold state with one call
on hold and talking on another call (for example, a
consultative call). The agent must have all active
calls on hold.

HoldTimeTo5 Number of seconds where all calls to the agent are DBINT NULL
on hold during the rolling five-minute interval.
HoldTime is counted only while the agent is doing
no other call related activity. HoldTime is included
in the calculation of LoggedOnTime.

IcmAvailable The number of agents belonging to this skill group DBINT NULL
who are currently ICMAvailable with respect to the
MRD to which the skill group belongs. An agent is
ICM available if s/he is Routable and Available for
the MRD. This means that the agent can be routed
a task by system software.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
523
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
InterruptedTimeTo5 The number of seconds during which all calls to the DBINT NULL
agent are in interrupted state during the rolling
five-minute interval.

LoggedOn Number of agents that are currently logged on to the DBINT NULL
skill group. This count is updated each time an agent
logs on and each time an agent logs off.

LoggedOnTimeTo5 Total time, in seconds, agents were logged on to the DBINT NULL
skill group during the current (rolling) five-minute
interval. This value is based on the following:
• HoldTimeTo5
• TalkInTimeTo5
• TalkOutTimeTo5
• TalkOtherTimeTo5
• AvailTimeTo5
• NotReadyTimeTo5
• WorkReadyTimeTo5
• WorkNotReadyTimeTo5
• BusyOtherTimeTo5
• ReservedStateTimeTo5
• TalkAutoOutTimeTo5
• TalkPreviewTimeTo5
• TalkReservedTimeTo5

This field is applicable for both Unified ICM,

Unified CCEand Outbound Option.

LongestAvailAgent A date and time value that specifies the time that the DBDATETIME NULL
longest available agent for the skill group became
available. If no agent was available, the value is 0

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
524
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
LongestCallQ The date and time that the longest call in the queue DBDATETIME NULL
for the skill group was placed in the queue.
Note Not applicable for Unified CCE without
a Unified CCE System PG and is not
updated. In Unified CCE, with a Unified
CCE System PG, this field is applicable
and is updated when a call is queued to
the skill group. For consistent values, in
Unified CCE regardless of whether or not
there is a Unified CCE System PG, use
RouterLongestCallInQ.

NotReady Number of agents in the Not Ready state for the skill DBINT NULL
group.

NotReadyTimeTo5 Total seconds agents in the skill group have been in DBINT NULL
the Not Ready state during the rolling five-minute
interval. NotReadyTime is included in the
calculation of LoggedOnTime.

NumAgentsInterruptedNow The number of agents whose state with respect to DBINT NULL
this skill group is currently Interrupted.

PercentUtilizationTo5 Percentage of Ready time that agents in the skill DBFLT4 NULL
group spent talking or doing call work during the
rolling five-minute interval. This is the percentage
of time agents spend working on calls versus the
time agents were ready.

PreviewCallsTalkTimeTo5 Total handle time, in seconds, for outbound Preview DBINT NULL
calls handled by agents in the skill group that ended
during the rolling five-minute interval. Handle time
includes WorkTime, TalkTime, and HoldTime. The
PreviewCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.

PreviewCallsTimeTo5 Total handle time, in seconds, for outbound Preview DBINT NULL
calls handled by agents in the skill group that ended
during the current five-minute interval. Handle time
includes WorkTime, TalkTime, and HoldTime. The
PreviewCallsTime value includes the time spent
from the call being initiated to the time the agent
completes after-call work time for the call. The value
is updated in the database when the after-call work
time associated with the call (if any) has completed.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
525
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
PreviewCallsTo5 Total number of outbound Preview calls made by DBINT NULL
agents in the skill group that ended during the rolling
five-minute interval. The value is updated in the
database when the after-call work time associated
with the call (if any) has completed.

Ready The number of agents who are Routable with respect DBINT NULL
to the MRD associated with this skill group, and
whose state with respect to this skill group is
currently something other than NOT_READY or
WORK_NOT_READY.

ReserveCallsTalkTimeTo5 This is the talk time for the reservation call. It should DBINT NULL
be either zero or a few seconds. This is counted using
Call State.

RedirectNoAnsCallsTo5 In the rolling five-minute interval, the number of DBINT NULL

ACD calls to the skill group that rang at an agent's
terminal and redirected on failure to answer.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

ReserveCallsTimeTo5 This is the sum of the total number of reservation DBINT NULL
calls placed on hold and the talk time for the
reservation call. This is counted using Call State.

ReserveCallsTo5 Number of reservation calls. This should always DBINT NULL

equal to the ReserveCallsOnHoldToHalf.

ReservedAgents Number of agents for the skill group currently in the DBINT NULL
Reserved state.

ReservedStateTimeTo5 How long an agent is in Reserved state. This is DBINT NULL

counted using Agent State.

RouterCallsAbandQTo5 The number of calls that abandoned while queued DBINT NULL
in the router to this agent, in the rolling five-minute
interval.

RouterCallsAbandToAgentTo5 In the rolling five-minute interval, the number of DBINT NULL

calls abandoned after they have been routed to the
agent desktop and before they have been answered
(for example, Abandon Ringing).
This field is applicable for Unified CCE systems
and for systems where calls are translation-routed
to Skill Groups.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
526
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
RouterCallsAbandDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
skill group, and had to be routed to another skill
group in the rolling five-minute interval.
This field is incremented when a call is de-queued
through the Cancel Queue node.

RouterCallsDequeuedTo5 The number of calls that were de-queued from this DBINT NULL
skill group to be routed to another skill group in the
rolling five-minute interval.
This field is also incremented when a call is
de-queued via Cancel Queue node.

RouterCallsOfferedTo5 The number of calls received by this skill group in DBINT NULL
the rolling five-minute interval. This value is set by
the Call Router. A call is counted as offered as soon
at it is sent to a Skill Group.
This value is incremented by:
• CallType short calls, which are counted as
abandoned for Skill Groups. (There is no short
call count in the Skill_Group_Real_Time table.)
• Calls that are cancelled by Cancel Queue node
and re-queued to the same Skill Group
• Calls that are routed to a Skill Group,
re-queried, and re-queued to the same Skill
Group

This field does not include local ACD calls, not

routed by Unified ICM. Such calls are counted in
the CallsOfferedTo5 field of Skill_Group tables.

RouterCallsQNow Number of calls currently queued for the skill group DBINT NULL
at the CallRouter.
This field does not include local ACD calls, not
routed by Unified ICM. Such calls are counted in
the CallsQueuedNow field of Skill_Group tables.

RouterLongestCallInQ The time when the longest call in queue was queued DBDATETIME NULL
for this skill group.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
527
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

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

ServiceLevelCallsDequeuedTo5 The number of calls de-queued from a skill group, DBINT NULL
within the skill group Service Level threshold, in
rolling five-minute interval.
Note This field is applicable to the Unified
CCE environment only.
Note With the existence of a network VRU,
this value includes time in the network
queue.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
528
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
ServiceLevelCallsOfferedTo5 The number of calls that are routed to a skill group DBINT NULL
or queued for a the skill group in the rolling
five-minute interval
Includes these categories of calls
• Calls that are answered within the ServiceLevel
threshold
• Calls that are abandoned within the
ServiceLevel threshold
• Calls that are redirected within the ServiceLevel
threshold (this is consistent with Call Type
ServiceLevel)
• Calls that are not complete after the
ServiceLevel threshold has passed (that is, calls
queued longer than the Service Level
threshold).

Note Calls that end in error state within SL

threshold are not counted as
ServiceLevelCallsOffered.
Note This field is applicable to the Unified
CCE environment only.
Note With the existence of a network VRU,
this value includes time in the network
queue.

ServiceLevelCallsTo5 The number of calls that are answered by the skill DBINT NULL
group within the Service Level threshold in the
rolling five-minute interval.
Note This field is applicable to the Unified
CCE environment only.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
529
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
ServiceLevelTo5 Service Level for the skill group in rolling DBFLT4 NULL
five-minute interval.
There are three types of service level calculations,
and they are determined by the Service Level type
chosen in configuration.
They are:
1. Ignore Abandoned Calls ServiceLevel =
ServiceLevelCalls / (ServiceLevelCallsoffered
- ServiceLevelCallsAband -
RouterCallsDequeued)
2. Abandoned Calls have Negative Impact
ServiceLevel = ServiceLevelCalls /
ServiceLevelCallsoffered -
RouterCallsDequeued)
3. Abandoned Calls have Positive Impact
ServiceLevel = (ServiceLevelCalls +
ServiceLevelCallsAband) /
(ServiceLevelCallsoffered -
RouterCallsDequeued)

Note This field is relevant to the Unified CCE

environment only.

ServiceLevelRONATo5 The calls that redirected on no answer within Service DBINT NULL
Level threshold within the rolling five-minute
interval.
These calls are part of the ServiceLevelCallsOffered.
This field is applicable to the Unified CCE
environment only.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

SkillTargetID Foreign key from the Skill Group table. The DBINT PK, FK
SkillTargetID of the agent. Together with the NOT
SkillGroupSkillTargetID, identifies the skill group NULL
member.

TalkAutoOutTimeTo5 Number of seconds agents in the skill group spent DBINT NULL
talking on AutoOut (predictive) calls during the
rolling five-minute interval.

TalkingAutoOut Number of agents in the skill group currently talking DBINT NULL
on AutoOut (predictive) calls.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
530
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
TalkingIn Number of agents in the skill group currently talking DBINT NULL
on inbound calls.

TalkingOther Number of agents in the skill group currently talking DBINT NULL
on internal (neither inbound nor outbound) calls.
Examples of "other calls include agent-to-agent
transfers and supervisor calls.

TalkingOut Number of agents in the skill group currently talking DBINT NULL
on outbound calls.

TalkingPreview Number of agents in the skill group currently talking DBINT NULL
on outbound Preview calls.

TalkingReserve Number of agents in the skill group currently talking DBINT NULL
on agent reservation calls.

TalkInTimeTo5 Total seconds agents spent talking on inbound calls DBINT NULL
for the skill group during the rolling five-minute
interval. TalkInTime is included in the calculation
of TalkTime and LoggedOnTime.

TalkOtherTimeTo5 Total seconds agents spent talking on other calls DBINT NULL
(neither inbound nor outbound) for the skill group
during the rolling five-minute interval.
TalkOtherTime is included in the calculation of
TalkTime and LoggedOnTime.

TalkOutTimeTo5 Total seconds agents spent talking on outbound calls DBINT NULL
for the skill group during the rolling five-minute
interval. TalkOutTime is included in the calculation
of TalkTime and LoggedOnTime.

TalkPreviewTimeTo5 Number of seconds agents in the skill group spent DBINT NULL
talking on outbound Preview calls during the current
five-minute interval.

TalkReserveTimeTo5 Number of seconds agents in the skill group spent DBINT NULL
talking on agent reservation calls during the rolling
five-minute interval.

TalkTimeTo5 Total seconds agents in the skill group have been in DBINT NULL
the Talking state during the rolling five-minute
interval. This value is calculated as follows:
TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
531
 All Tables
Skill_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
TransferInCallsTimeTo5 Total number of seconds agents spent on calls DBINT NULL
transferred into the skill group that ended during the
rolling five-minute interval. The value is updated in
the database when the after-call work time associated
with the call (if any) is completed.
For blind transfers in Unified CCE with a Unified
CCE System PG, this field is updated when the call
that was blind transferred to an IVR is subsequently
transferred to another agent and the agent answers
the call. For this call scenario, this field is not
updated in Unified CCE without a Unified CCE
System PG.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

TransferInCallsTo5 Number of calls transferred into the skill group that DBINT NULL
ended during the current five-minute interval. The
value is updated in the database when the after-call
work time associated with the call (if any) is
completed.
For blind transfers in Unified CCE, the value is
updated in the database when an agent blind transfers
the call to an IVR.
For blind transfers in Unified CCE with a Unified
CCE System PG, the value is not updated in the
database until the call that was blind transferred to
an IVR is subsequently transferred to another agent.
Note: For blind transfers in Unified CCE with a
Unified CCE System PG, this field is updated when
the call that was blind transferred to an IVR is
subsequently transferred to another agent and the
agent answers the call. For this call scenario, this
field is not updated in Unified CCE without a
Unified CCE System PG.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
532
 All Tables
Skill_Target

Name Description Data Type Keys and

NULL
Option
TransferOutCallsTo5 Number of calls transferred out of the skill group DBINT NULL
that ended during the rolling five-minute interval.
The value is updated in the database when the
after-call work time associated with the call (if any)
is completed.
Note: "Calls" may include voice calls and nonvoice
tasks from third-party multichannel applications that
use the Task Routing APIs.

WorkNotReady Number of agents in the skill group in the Work Not DBINT NULL
Ready state.

WorkNotReadyTimeTo5 Total seconds agents have been in the Work Not DBINT NULL
Ready state during the rolling five-minute interval.
WorkNotReadyTime is included in the calculation
of LoggedOnTime.

WorkReady Number of agents in the skill group in the Work DBINT NULL
Ready state.

WorkReadyTimeTo5 Total seconds agents have been in the Work Ready DBINT NULL
state during the rolling five-minute interval.
WorkReadyTime is included in the calculation of
LoggedOnTime.

Skill_Target
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Establishes a unique identifier for every agent, skill group, service, service array, and translation route in the
enterprise.
The Skill Group Explorer maintains the Skill_Target table when you create or delete agents, skill groups,
services, service arrays, or translation routes.
Related Tables
Agent, on page 16 (via SkillTargetID)
Route, on page 370 (via SkillTargetID)
Service, on page 439 (via SkillTargetID)
Service_Array, on page 442 (via SkillTargetID)
Skill_Group, on page 480 (via SkillTargetID)
Translation_Route, on page 559 (via SkillTargetID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
533
 All Tables
Special_Day_Schedule

Table 414: Indexes for Skill_Target Table

index_name index_description index_keys

XPKSkill_Target clustered, unique, primary key located SkillTargetID

on PRIMARY

Table 415: Fields in Skill_Target Table

Name Description Data Type Keys and

NULL
Option
SkillTargetID A unique identifier for the skill target. DBINT PK NOT
NULL
SkillTargetType Type of target: DBSMALLINT NOT
NULL
• 1 = Service
• 2 = Skill Group
• 3 = Agent
• 4 = Translation Routes
• 5= Service Array

Special_Day_Schedule
This table contains the list of special days such as holidays that have a different business hour schedule
compared to the regular days. Each row records the business hour schedule of a special day.

Related Tables
• Business_Hours, on page 102 (through BusinessHoursID)
• Business_Hours_Reason, on page 105 (through BusinessHourReasonID)

Table 416: Indexes for Special_Day_Schedule Table

index_name index_description index_keys

XPKSpecial_Day_Schedule Primary key SpecialDayScheduleID

XIE1Special_Day_Schedule Inversion key BusinessHoursID

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
534
 All Tables
Special_Day_Schedule

Table 417: Fields in Business_Hours Table

Name Description Data Type Keys and

NULL
Option

SpecialDayScheduleID Schedule ID of the special day. DBINT PK

NOT
NULL

BusinessHoursID Unique ID of the business schedule object. DBINT FK, IE

NOT
NULL

Description Name or short description of the special day. DESCRIPTION NULL

ScheduleStatus Indicates whether the business hour is open or DBTINYINT NOT

closed. NULL
• 0 indicates that the business hour is closed.
• 1indicates that the business hour is open.

SpecialDay Specifies the date of the month for the special month. DBSMALLINT NOT
Valid values range from 1 to 31. NULL

MonthOfSpecialDay Specifies the month of the special day. Valid values DBSMALLINT NOT
range from 1 to 12. NULL

YearOfSpecialDay Specifies the year of the special day. DBSMALLINT NOT

NULL

StartHour Specifies the hour the special day starts. The value DBSMALLINT NULL
is stored in the local time of the scheduled zone. Use
this parameter in conjunction with the EndHour
parameter.
Note The value of this field is NULL if the
Schedule Status is closed (0).

StartMinute Specifies the minute the special day starts. Use this DBSMALLINT NULL
parameter in conjunction with the EndMinute
parameter.
Note The value of this field is NULL if the
Schedule Status is closed (0).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
535
 All Tables
Special_Day_Schedule

Name Description Data Type Keys and

NULL
Option

StartSecond Specifies the second the special day starts. Use this DBSMALLINT NULL
parameter in conjunction with the EndSecond
parameter.
Note The value of this field is NULL if the
Schedule Status is closed (0).

Default value is zero.

EndHour Specifies the hour the special day ends. Use this DBSMALLINT NULL
parameter in conjunction with the StartHour
parameter.
Note The value of this field is NULL if the
Schedule Status is closed (0).

EndMinute Specifies the minute the special day ends. Use this DBSMALLINT NULL
parameter in conjunction with the StartMinute
parameter.
Note The value of this field is NULL if the
Schedule Status is closed (0).

EndSecond Specifies the second the special day ends. Use this DBSMALLINT NULL
parameter in conjunction with the StartSecond
parameter.
Note The value of this field is NULL if the
Schedule Status is closed (0).

Default value is zero.

BusinessHourReasonID Displays the foreign key from the Business Hours DBINT FK
Reason table.
NOT
NULL

DateTimeStamp Records the date and time when the record was DBDATETIME NULL
added or updated.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

FutureUseInt1 Future Use DBINT NULL

FutureUseInt2 Future Use DBINT NULL

FutureUseVarChar1 Future Use VARCHAR(64) NULL

FutureUseVarChar2 Future Use VARCHAR(64) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
536
 All Tables
System_Attribute

System_Attribute
This table is used to store properties related to the deployment like hardware layout type and default
configuration values of the components.

Table 418: Fields in System_Attribute Table

Name Description Data Type Keys and

NULL
Option
SystemAttributeID A unique identifier for this system attribute. DBINT NOT
NULL

AttributeName An attribute name for this system attribute; the varchar(128) NOT
attribute name must be unique. NULL

AttributeValue The value of the system attribute; used to store a varchar(512) NOT
name value pair, such as proxyurl, timeout, retries, NULL
or labmode, for example.

ChangeStamp A value that increments when the record changes in CHANGESTAMP NOT
the central controller database. NULL

DateTimeStamp The date and time that a record is added or updated. DBDATETIME NULL

System_Capacity_Interval
This table belongs to the Reporting category. It is used to update the maximum number of concurrent agents
logged on for a particular interval.

Table 419: Indexes for System_Capacity_Interval Table

index_name index_description index_keys

XIE1System_Capacity_Interval nonclustered located on DataTime

PRIMARY

Table 420: Fields in System_Capacity_Interval Table

Name Description Data Type Keys and NULL

Option
DateTime The Central Controller date and time at the DBSMALLDATE NOT NULL
start of the interval when the row was
generated.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
537
 All Tables
System_Capacity_Interval

Name Description Data Type Keys and NULL

Option
DbDateTime The current date and time stamp when the DBDATETIME NULL
records are written to the HDS database.
The date and time stamp in the logger
database is the time at which router
generated/cut the interval record.

FutureUseInt1 Reserved for future use. DBINT NULL

FutureUseInt2 Reserved for future use. DBINT NULL

FutureUseInt3 Reserved for future use. DBINT NULL

FutureUseInt4 Reserved for future use. DBINT NULL

FutureUseInt5 Reserved for future use. DBINT NULL

ICRInstanceID A unique identifier for the instance. DBINT NOT NULL

MaxAgentsLoggedIn The maximum number of agents logged DBINT NULL

on to all the peripherals in the ICM
system-specific interval.

MaxCPS Reserved for future use. DBINT NULL

MaxCVPCallControlPorts The cumulative maximum number of CVP DBINT NULL

callcontrol ports used or assigned during
a specified interval in all the active CVPs.

MaxVRUPorts The cumulative maximum number of CVP DBINT NULL

VRU ports used or assigned during a
specified interval in all the active CVPs.

MaxCallsInProgress Reserved for future use. DBINT NULL

MaxAgentQueuePairs Reserved for future use. DBINT NULL

MaxCallTypeSkillGroupPairs Reserved for future use. DBINT NULL

MaxCongestionLevel Reserved for future use. DBINT NULL

MaxICMAgents The maximum number of ICM agents DBINT NULL

logged in to all the peripherals in the ICM
system-specific interval.

MaxDialerPorts The cumulative maximum number of dialer DBINT NULL

ports used during the interval on all the
active dialers.

ReportingInterval The router uses this value to calculate the DBINT NULL
system capacity data for that interval. The
valid values are 15 or 30 (default).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
538
 All Tables
System_Capacity_Real_Time

Name Description Data Type Keys and NULL

Option
RecoveryKey A unique ID assigned to each record and DBFLT8 NOT NULL
used internally by the Unified ICM/
Unified CCE software to track the record.

TimeZone The Central Controller’s time zone for the DBINT NOT NULL
date and time. The value is the offset in
minutes from UTC(formerly GMT).The
value is negative for time zones to the east
of UTC and positive for time zones to the
west of UTC.

System_Capacity_Real_Time
System_Capacity_Real_Time provides configured and adjusted real-time capacity setting associated with the
system.

Table 421: Indexes for System_Capacity_Real_Time Table

index_name index_description index_keys

XPK_System_Capacity_Real_Time clustered, unique, primary key located ICRInstanceID

on PRIMARY

Table 422: Fields in System_Capacity_Real_Time Table

Name Description Data Type Keys and NULL

Option
AdjustedCapacity Adjusted CPS capacity during run time based on DBINT NOT NULL
System Realtime conditions. This is reported as
scaled up value by 1000.
AverageCPS Use to set the rejection treatment mode. For the DBFLT4 NOT NULL
following deployment types, this field does not
include the Agent Greeting calls:
• Packaged CCE: 2000 Agents
• Packaged CCE: Lab Mode
• HCS-CC: 2000 Agents
• HCS-CC: 500 Agents (Deprecated)

AverageSkillsPerAgent Average skills per agent value reported as scaled up DBINT NOTLevel1Onset
by 1000. NULL
ConfiguredCapacity Configured CPS capacity. DBINT NOT NULL
CurrentCongestionLevel Current congestion level. DBINT NOT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
539
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and NULL

Option
DateTime Central Controller date and time that this data was DBDATETIME NOT NULL
last updated.
DateTimeCongested Congestion start time. DBDATETIME NOT NULL
DateTimeCurrentLevel Current congestion level start time. DBDATETIME NOT NULL
Level1Abate Level 1 abatement CPS is computed based on the DBINT NOT NULL
adjusted CPS capacity. The value is scaled up by
1000.
Level2Abate Level 2 abatement CPS is computed based on the DBINT NOT NULL
adjusted CPS capacity. The value is scaled up by
1000.
Level3Abate Level 3 abatement CPS is computed based on the DBINT NOT NULL
adjusted CPS capacity. The value is scaled up by
1000.
Level1Onset Level 1 onset CPS is computed based on the adjusted DBINT NOT NULL
CPS capacity. The value is scaled up by 1000.
Level2Onset Level 2 onset CPS is computed based on the adjusted DBINT NOT NULL
CPS capacity. The value is scaled up by 1000.
Level3Onset Level 3 onset CPS is computed based on the adjusted DBINT NOT NULL
CPS capacity. The value is scaled up by 1000.
Level1Reduction Level 1 call rate reduction. DBINT NOT NULL
Level2Reduction Level 2 call rate reduction. DBINT NOT NULL
Level3Reduction Level 3 call rate reduction. DBINT NOT NULL
RejectionPercentage Current call reduction percentage. DBINT NOT NULL
TotalAgentsLoggedOn Logged in agents. DBINT NOT NULL
MaxICMAgents The maximum number of ICM agents logged in to DBINT NULL
all the peripherals in the ICM system-specific
interval.
MaxDialerPortsNow The cumulative maximum number of dialer ports DBINT NULL
used on all the active dialers at the current time.
FutureUseInt1 Reserved for future use. DBINT NULL
FutureUseInt2 Reserved for future use. DBINT NULL

Termination_Call_Detail
This table is one of the tables in the Route category (see Route, on page 598). For more information about
database rules of these tables, see Route Tables, on page 661.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
540
 All Tables
Termination_Call_Detail

It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration
and Data Server, this table gets populated on HDS database also.
It contains information about handling each call at a peripheral. Therefore, the system generates a
Termination_Call_Detail record for each call that arrives at a peripheral.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract data from the HDS into your custom database. The
custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise
components do not use it. Use only DBDateTime (date and time of the record when written to the HDS
database) to perform the extraction. You can index the table on the custom database according to the custom
reporting needs.

Related Tables
• Agent, on page 16 (AgentSkillTargetID maps to Agent.SkillTargetID. SourceAgentSkillTargetID maps
to Agent.SkillTargetID)
• Call_Type, on page 108 (through CallTypeID)
• Media_Routing_Domain, on page 297 (through MRDomainID)
• Network_Target, on page 302 (through NetworkTargetID)
• Peripheral, on page 317 (through PeripheralID)
• Precision_Queue, on page 337 (through PrecisionQueueID)
• Route, on page 370 (through RouteID)
• Route_Call_Detail, on page 372 (through Day + RouterCallKey)
• Service, on page 439 (ServiceSkillTargetID maps to Service.SkillTargetID)
• Skill_Group, on page 480 (SkillGroupSkillTargetID maps to Skill_Group.SkillTargetID)
• Termination_Call_Variable, on page 556 (RecoveryKey maps to
Termination_Call_Variable.TCDRecoveryKey)

Table 423: Indexes for Termination_Call_Detail Table

index_name index_description index_keys

XPKTermination_Call_Detail Primary key RecoveryKey

Note This primary key is
nonclustered.

XAK2Termination_Call_Detail Unique key DateTime, PeripheralID, ICRCallKey

Note This unique key is clustered.

XIE1Termination_Call_Detail Inversion key DateTime

XIE2Termination_Call_Detail Inversion key DbDateTime

XIE3Termination_Call_Detail Inversion key RouterCallKeyDay, RouterCallKey

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
541
 All Tables
Termination_Call_Detail

index_name index_description index_keys

XIE4Termination_Call_Detail Inversion key CallGUID

Table 424: Fields in Termination_Call_Detail Table

Name Description Data Type Keys and

NULL
Option

AgentPeripheralNumber The peripheral number of the agent who handled the VARCHAR(32) NULL
call.
Note This field can be NULL when the source
or destination party is unmonitored or the
agent is not logged in.

AgentSkillTargetID Identifies which agent handled a call. This value (for DBINT NULL
example, 5001), is unique among all skill targets in
the enterprise. It is taken from the Agent table in the
Unified ICM central database. AgentSkillTargetIDs
are generated automatically when the agent is first
configured in the Agent Configuration window of
Unified ICM Configuration Manager.
The AgentSkillTargetID is used only if agents are
configured. If agents are not configured, the value
for AgentSkillTargetID is NULL. You can use the
AgentPeripheralNumber to determine the peripheral
number of the agent that handled the call.

ANI The ANI value for the call. VARCHAR(32) NULL

AnsweredWithinServiceLevel Indicates whether the agent answered the call within DBCHAR NULL
the service level defined for the service:
• Y = yes
• N= no

This field is always "no" when using Precision

Queues

ApplicationData Additional data passed in the End Task message for VARCHAR(100) NULL
this task.

ApplicationTaskDisposition A field passed in the End Task message for this task. DBINT NULL
This is application-specific code that indicates why
the task ended. For example, Email and Web
Manager use the ApplicationTaskDisposition field
to indicate that the task ended because an agent
closed an email without responding to it.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
542
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

Attributes XML formatted string containing agent attributes VARCHAR(255) NULL

from 1 through 10 and corresponding values are as
follows:
<AGAttr>
<A1></A1>
<V1></V1>
<A2></A2>
<V2></V2>
<A3></A3>
<V3></V3>
<A4></A4>
<V4></V4>
<A5></A5>
<V5></V5>
<A6></A6>
<V6></V6>
<A7></A7>
<V7></V7>
<A8></A8>
<V8></V8>
<A9></A9>
<V9></V9>
<A10></A10>
<V10></V10>
</AGAttr>

It is possible that the XML document may overflow

the VARCHAR 255 definition. When this occurs,
the attribute list will be truncated. Therefore, it is
important to note that some attributes may be
truncated.

BadCallTag Indicates whether the call was marked as bad by the DBCHAR NULL
agent. Stored as a character:
• Y = the call was marked "bad"
• N = the call was not marked "bad"

BillRate Reserved for future use. DBSMALLINT NULL

CallDisposition The final disposition of call (or how the call DBSMALLINT NOT
terminated). To see the list of values, see NULL
Termination Call Detail: Call Disposition and
CallDispositionFlag Fields, on page 643.
As long as the call leg has conference time that is
accrued, and the peripheral call type is not
Conference (15), Call Disposition will be
conferenced.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
543
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

CallDispositionFlag A series of flags providing detail on the call DBINT NULL

disposition. To see the list of values, see Termination
Call Detail: Call Disposition and CallDispositionFlag
Fields, on page 643.

CallSegmentTime Time, in seconds, that the system took to segment a DBINT NULL
private network call. For example, if the system
software handed off the caller to a menu of choices,
CallSegmentTime reflects how long the caller spent
in the menu.

CallTypeID In Unified ICM and Unified CCE, indicates which DBINT NULL
call type, and therefore which routing script, was
used to route this call.
Note This field contains a value only if the call
was translation-routed or sent to a
Unified CCE agent.

CallTypeReportingDateTime This value indicates interval date time that Router DBDATETIME IE-3
used TCD record to calculate Call Type related
NULL
historical data.

CallReferenceID This value uniquely identifies the instance of a call VARCHAR(32) IE-4
in a Unified CM cluster.
NULL
With the Avaya G3 PG (TSAPI), this field contains
the Universal Call ID (UCID) received from the
Avaya AES server. UCID is a unique call identifier
across all switches in the network.

CallGUID Globally unique call identifier. VARCHAR(32) NULL

CED The Caller Entered Digits (CED) associated with VARCHAR(30) NULL
the call. This is filled for Outbound Option
Reservation or Personal Callback Calls. The values
are:
• ICM_BA_Reservation_Call - Reservation call
• Callback - Personal Callback customer call
This field is applicable for Unified ICM and
Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
544
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

ConferenceTime The cumulative number of seconds that the call was DBINT NULL
in conference with more than two parties.
ConferenceTime is recorded for both ACD and
non-ACD calls. The value includes any HoldTime
associated with the call. It is updated when the agent
drops off the call or the call becomes a simple
two-party call.
Depending on who initiated the call,
ConferenceTime from Termination_Call_Detail is
used in the following Skill Group and Agent Skill
Group tables:
• ConferencedOutCallsTimeToHalf
• ConferencedInCallsTimeToHalf

DateTime The date/time that the Termination_Call_Detail table DBDATETIME AK-2, IE-1
record is generated by the Peripheral Gateway (PG).
NOT
The Termination_Call_Detail table record is
NULL
generated by the PG when the call has either
physically left the PG (for example, IVR routes the
call to an agent) or when wrap-up is completed for
the call after the call has left the agent device (either
by disconnect, or through transfer completion).

DbDateTime The current date and time stamp when the records DBDATETIME IE-2
are written to the HDS database. The logger database
NULL
has NULL for this column.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
545
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

DelayTime The time in seconds that the call is active on the DBINT NULL
switch but not queued to a skill group or trunk
resource. For example, if a call arrives at an ACD
and an announcement is played before the call is
queued, from the time the call arrives at the ACD to
the time the call gets queued is the DelayTime.
DelayTime includes all time the call spent on
announcements. For ACDs that can de-queue calls,
a call can go back into the delay state and DelayTime
can begin accumulating again.
DelayTime is used to calculate Duration in the
Termination_Call_Detail record. It is also used to
calculate the following fields in the Service and
Route Half Hour tables:
• DelayQAbandTimeToHalf
• LongestCallAbandTimeToHalf
• AnswerWaitTimeToHalf

DigitsDialed The digits dialed for an outbound call initiated on VARCHAR(40) NULL
the ACD. These digits are not provided by all ACDs.
Currently, only IVRs, the Aspect CallCenter, and
the DEFINITY ECS provide values in the
DigitsDialed field. In addition, if a call is translation
routed, the receiving PG also reports this field even
though the call is inbound.
This field is set for Unified CCE.

DNIS The DNIS value, provided by the ACD, that arrives VNAME32 NULL
with the call.

Duration Duration of the call in seconds. This is the time that DBINT NULL
the switch is processing the call. The Duration field
comprises several fields of the
Termination_Call_Detail table:
LocalQTime + RingTime + TalkTime +
WorkTime + HoldTime + DelayTime +
NetQTime + NetworkTime

ECCPayloadID A unique identifier for this ECC payload DBINT NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
546
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

EnterpriseQueueTime This field indicates the amount of time the call was DBINT NULL
in the queue, on the parent Unified CCE system in
CVP, or another network queuing platform.
Note If you are using an 8.x child system that
has the EnterpriseQueueTime field in the
Termination_Call_Detail Table, the
parent system must also be an 8.x system,
so that the field gets populated. If the
child system is a 7.x system, and if the
parent system is 8.x, then there would be
NO EnterpriseQueueTime field in the
Termination_Call_Detail Table, and the
field is not populated.
Note The EnterpriseQueueTime does not factor
into the AnswerWaitTime or Service
Level computations on the child system.

HoldTime The cumulative time, in seconds, that the call was DBINT NULL
put on hold by at least one agent device. A call may
be put on hold by more than one agent device during
its duration. The call might be finished by being
abandoned, transferred, handled to completion, and
so on.
Note This field is used in CallHandleTimeHalf
field of the Call_Type_Half_Hour table
only when there is a valid CallTypeID in
the Termination_Call_Detail table.
Note This field indicates agent reservation time
for Call Result 29.

HoldStartTimeUTC The UTC timestamp at which the call put on hold DBDATETIME NULL
by the agent.
In case of multiple hold events for the call, only the
first event will be displayed.

HoldEndTimeUTC The UTC timestamp at which the call is retrieved DBDATETIME NULL
by the agent.
In case of multiple hold and retrieve scenario, the
last call retrieved time will be reported from this
field.

ICRCallKey A unique number generated at the PG for every call. DBINT AK-2
Values are reused after approximately 2 billion calls.
NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
547
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

ICRCallKeyChild Link to the ICRCallKey field of a child call (used DBINT NULL
for transfers and multiple-way conference calls).

ICRCallKeyParent Link to the ICRCallKey field of a parent call (used DBINT NULL
for transfers and conference calls).

InstrumentPortNumber Instrument number or extension number of the DBINT NULL

device that handled the call at the peripheral.
This field often contains the extension of the agent
who handled or placed the call. For CCE, when
multi-line is enabled, the field usually contains the
non-ACD extension, if used.
This field, however, is not reliable. There are several
scenarios in which the field is not filled in correctly,
including but not limited to the following:
• If there are two agents on the call, in which
case the field can reflect only the extension of
one of the agents.
• If the agent extension is greater than
4294967295.
• If there are leading zeros in the extension.
• If there was a blind transfer to an unmonitored
device.

This field is also populated for outbound calls.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
548
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

LocalQTime ICM 5.x: Measures the cumulative time, in seconds, DBINT NULL
that the call spent queued at the local ACD and the
time the call spent queued in the network VRU.
ICM 6.x and 7.x: Measures only the cumulative
time, in seconds, that the call spent queued at the
local ACD. NetQTime (see below) measures the
time that the call spends queued in the network
VRU.
Both: During its duration, a call can be queued to
multiple answering resources (for example, a trunk,
voice port, skill group, etc.). LocalQTime includes
time the call spent queued to any of these resources.
LocalQTime does not include any DelayTime
(before the call is queued), or RingTime (after the
call leaves the queue). LocalQTime is a completed
call time, not an agent state time.
LocalQTime is used to calculate Duration in
Termination_Call_Detail, and to calculate the
following Service and Route values:
• LongestCallDelayQTime
• LongestCallAbandTime
• DelayQAbandTime
• DelayQTime
• AnswerWaitTime

LocalQTime is also used to calculate the

AnswerWaitTime in the Skill Group and Agent Skill
Group tables.

LocationParamPKID Globally unique location identifier. VARCHAR(128) NULL

LocationParamName Location name. VARCHAR(50) NULL

MRDomainID An identifier for the Media Routing Domain in the DBINT FK

Unified ICM system configuration.
NULL

NetQTime Represents the time that the call spent on Network DBINT NULL
Queue in the CallRouter. The LocalQTime field is
used for local ACD queuing.

NetworkTargetID The identifier of the peripheral target to which the DBINT FK

call was delivered.
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
549
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

NetworkTime The number of seconds between the PG receiving a DBINT NULL

"pre-call message from the CallRouter for the task
and an Offer Task (or Start Task, if an Offer Task
is not sent) message for the task.

NetworkSkillGroupQTime Represents the time the call is queued for the skill DBINT NULL
group identified by the
RoutedSkillGroupSkillTargetID field in the network
VRU. It is the time when the call is queued to the
specific skill group until the call is routed by the
router. The router resets the time when the call is
requeried.

NewTransaction Call has been re-classified via transfer, overflow, or DBCHAR NULL
new transaction. Indicates that there is at least one
more row in Termination Call Detail for this call.

Originated Indicates which Unified CCE component initiates char(1) NULL

the call. 'D' - originated from Dialer.

PeripheralCallKey An identifier assigned to the call by the peripheral DBINT NULL

(ACD, IVR). The range and type of value used in
this field vary depending on the type of peripheral.
For example:
• ACD 1 views an original call, a transfer, and a
consultative call as three separate calls (Call
IDs 1001, 1002, 1003 respectively)
• ACD 2 views all three calls as a continuation
of the same call (Call IDs 1001, 1001, 1001
respectively).
• ACD 3 views the original and transfer as the
same call, but the consultative call as a second
call (Call IDs 1001,1002, 1001 respectively).
• ACD 4 views the original call as one call and
the original and transfer as another call (Call
IDs 1001, 1002, 1002 respectively).
In addition, the identifier used may not be
unique depending on the peripheral's
implementation. For example, the Aspect
CallCenter and the DEFINITY ECS ACDs
reuse identifiers in this field (For non-voice the
value would be NULL).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
550
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

PeripheralCallType Type of call reported by the peripheral. To see valid DBSMALLINT NULL
settings for this field, see Termination Call Detail:
Peripheral Call Type, on page 651.

PeripheralID Identifies which peripheral handled the call. This DBSMALLINT FK, AK-2
value (for example, 5002), is unique among all
NOT
peripherals in the enterprise. It is taken from the
NULL
Peripheral table in the Unified ICM central database.
Peripheral IDs are generated automatically when a
peripheral is configured in the Peripheral
Configuration window of Unified ICM
Configuration Manager.

PrecisionQueueID Foreign key to the Precision_Queue table DBINT NULL

PrecisionQueueStepOrder Integer that defines the order of rows for a Precision DBINT NULL
Queue Step.

Priority Used by the DEFINITY ECS to indicate the priority DBSMALLINT NULL
of the call.

ProtocolID Internal reference ID used to identify the component DBINT NULL

class (PBX/VRU/ACD)
The possible values are:
• NULL for all TCDs prior 8.x.
• 0 = LEGACY_TDM
• 1 = JTAPI
• 2 = GED125_CVP
• 3 = GED125_IPIVR
• 4 = GED125_OTHER
• 5 = GED188_ACMI_CCX
• 6 = GED188_ACMI_CCE
• 7 = GED188_ACMI_EXPERT_ADVISOR
• 8 = GED188_ACMI_ERS
• 9 = ARI
• 10 = MEDIA_ROUTING
• 11 = Other

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
551
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

PstnTrunkGroupID The Trunk Group ID on which the call arrived on VARCHAR(32) NULL
the IOS Gateway.

PstnTrunkGroupChannelNumber The Trunk Group Channel Number on which the DBINT NULL
call arrived on the IOS Gateway.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL

RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1

internally by the Unified ICM/Unified CCE software
NOT
to track the record.
NULL
Note Unlike the default, this primary key is
nonclustered.

RingTime The number of seconds that the call spent ringing at DBINT NULL
the agent's teleset before it was answered. Ring time
occurs after any DelayTime and LocalQTime. For
diverted calls (that is, calls that rang at an agent's
teleset before being redirected on failure to answer),
RingTime is the sum of the time that the call spent
ringing at each teleset.
RingTime is added to Skill Group Half Hour and
Agent Skill Group half-hour tables when the call
completes.
RingTime is also used to compute the following
Route and Service half-hour values:
• DelayQAbandTimeToHalf
• LongestCallDelayQTimeToHalf
• LongestCallAbandTimeToHalf

RouteID Identifies the route where the call was sent. The DBINT FK
value (for example, 6), is unique among all routes
NULL
in the enterprise. It is taken from the Route table in
the Unified ICM central database. Route IDs are
generated automatically when a route is configured
in the Route Configuration window of Unified ICM
Configuration Manager.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
552
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

RouterCallKey This value is created by the system software and DBINT NULL
forms the unique portion of the 64-bit key for the
call. Unified CCE resets this counter at midnight.
Note This field contains a value only if the call
was translation-routed or sent to an
Unified CCE agent.

RouterCallKeyDay The day that the call was taken and the DBINT NULL
Termination_Call_Detail record was created. This
field contains a value only for calls that were
translation-routed or post-routed to or from an ACD.
Together with RouterCallKey, the Day value forms
a unique 64-bit key for the call. The PG might not
have this information for all calls, but if it does, it
allows you to track all states of a call between the
Route_Call_Detail and the Termination_Call_Detail
tables by using the cradle-to-grave call tracking
facility. (For calls that span a day, the day may not
correspond to the day specified in the DateTime
field.)
Note This field contains a value only if the call
was translation-routed, post-routed
to/from an ACD, or sent to a Unified
CCE Enterprise agent.

RouterCallKeySequenceNumber A sequence number used for ordering rows for DBINT NULL
cradle-to-grave call tracking.
This number is a best effort to describe the order in
which call legs were created and bears no relation
to the order in which calls ended.
This is not the order in which the
Termination_Call_Detail records were created. (This
field also exists in the Route_Call_Detail table,
where it defines the order in which the route requests
were created.)
There are a few scenarios where the
RouterCallKeySequenceNumber may not be unique
for a given RouterCallKey (specifically when
translation routing to a Service Controlled IVR). For
example, a call plays a prompt based on the script.
This call is directly routed to a release node and
produces a duplicate
RouterCallKeySequenceNumber.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
553
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

RoutedSkillGroupSkillTargetID The RoutedSkillGroupSkillTargetID is the DBINT NULL

SkillGroupSkillTargetID selected by the router
through the routing script. If the call is not routed
by the router, this field is set to null.

RoutedServiceSkillTargetID The RoutedServiceSkillTargetID is the DBINT NULL

ServiceSkillTargetID selected by the router through
the routing script. If the call is not routed by the
router, this field is set to null.

RoutedAgentSkillTargetID The RoutedAgentSkillTargetID is the DBINT NULL

AgentSkillTargetID selected by the router through
the routing script. If the call is not routed by the
router, this field is set to null.

ServiceSkillTargetID Identifies which service handled the call. This value DBINT FK
(for example, 5004) is unique among all skill targets
NULL
in the enterprise. It is taken from the Service table
in the Unified ICM central database.
ServiceSkillTargetIDs are generated automatically
when a service is configured in the Service
Configuration window of Unified ICM
Configuration Manager. If the call is handled by a
non-configured service, this field is set to null. In
addition, if the call is not associated with a service,
the field is set to null (for example, in the case of
non-ACD calls).

SkillGroupSkillTargetID Identifies which skill group handled the call. This DBINT FK
value (for example, 5010) is unique among all skill
NULL
targets in the enterprise. It is taken from the
Skill_Group table in the Unified ICM central
database. SkillGroupSkillTargetIDs are generated
automatically when a skill group is configured in
the Skill Group Configuration window of Unified
ICM Configuration Manager.
If the call is handled by a non-configured skill group,
this field is set to null.

SourceAgentPeripheralNumber Peripheral number of agent that initiated the call. VARCHAR(32) NULL
Note The field can be NULL when the source
or destination party is unmonitored or if
the agent is not logged in.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
554
 All Tables
Termination_Call_Detail

Name Description Data Type Keys and

NULL
Option

SourceAgentSkillTargetID The identifier for the agent that initiated the call. DBINT NULL
This value is set only if the agent associated with
SourceAgentPeripheralNumber is configured in the
system software.

StartDateTimeUTC The date/time in UTC that the call was first seen at DBDATETIME NULL
the Peripheral Gateway (PG), e.g. ingress call arrival,
agent initiated call, new call resulting from a call
transfer.

TalkTime The cumulative time, in seconds, that the call was DBINT NULL
in a talking state on the destination device. TalkTime
is a completed call time, not an agent state time.
TalkTime is used in the calculation of Duration in
the Termination_Call_Detail record. It is also used
to calculate TalkTime in the Services and Route
tables.
Note In the Termination_Call_Detail,
Skill_Group, and Agent_Skill_Group
tables, TalkTime does not include
HoldTime; however, in the Services and
Route tables, TalkTime does include
HoldTime.

TimeToAband The elapsed time in seconds before the call was DBINT NULL
abandoned. This can include DelayTime,
LocalQTime, and RingTime, depending on when
the call was abandoned. This value is set only when
the call is not answered by an agent or trunk
resource.

TimeZone The Central Controller’s time zone for the date and DBINT NULL
time. The value is the offset in minutes from
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

Trunk The number (as known to the peripheral) of the trunk DBINT NULL
on which the call arrived.

TrunkGroupID The identifier of the trunk group on which the call DBINT FK
arrived at the peripheral.
NULL

UserToUser ISDN User to User information for a private network VARCHAR(131) NULL
call.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
555
 All Tables
Termination_Call_Variable

Name Description Data Type Keys and

NULL
Option

Variable1 First of five variables used for call segmentation. VARCHAR(40) NULL
Can also contain data entered during call wrap-up.
(Maps to Aspect variable A.)

Variable2 Call segmentation variable (maps to Aspect variable VARCHAR(40) NULL

B).

Variable3 Call segmentation variable (maps to Aspect variable VARCHAR(40) NULL

C).

Variable4 Call segmentation variable (maps to Aspect variable VARCHAR(40) NULL

D).

Variable5 Call segmentation variable (maps to Aspect variable VARCHAR(40) NULL

E).

Variable6 Call segmentation variable. VARCHAR(40) NULL

Variable7 Call segmentation variable. VARCHAR(40) NULL

Variable8 Call segmentation variable. VARCHAR(40) NULL

Variable9 Call segmentation variable. VARCHAR(40) NULL

Variable10 Call segmentation variable. VARCHAR(40) NULL

WorkTime The cumulative number of seconds of after-call work DBINT NULL

time associated with the call. After-call work
includes post-call activities such as completing
paperwork or consulting with associates. Work time
is a completed call time, not an agent state time.
WorkTime is used to calculate Duration in the
Termination_Call_Detail table and HandleTime in
the Unified ICM Service, Route, and Call_Type
tables.

WrapupData Data entered by the agent during call wrap- up. VARCHAR(40) NULL
WorkTime is used to calculate Duration in the
Termination_Call_Detail table and HandleTime in
the Unified ICM Service, Route, and Call_Type
tables.

Termination_Call_Variable
This table is one of the tables in the Route category (see Route, on page 598). For more information about
database rules of these tables, see Route Tables, on page 661.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
556
 All Tables
Termination_Call_Variable

It gets populated on the central database. When Detailed Data Server (DDS) role is enabled on Administration
and Data Server, this table gets populated on HDS database also.
Each row in this table records the value of an expanded call variable for a call that is handled at a peripheral.
If the expanded call variable is an array, one Termination_Call_Variable row is generated for each element
of the array. Therefore, the system software generates a Termination_Call_Variable record for every expanded
call variable of a call that is handled at a peripheral.
Because this table grows larger in size, running custom reporting queries against it while it is on the HDS can
degrade performance. To optimize performance, extract the data from the HDS into your own custom database.
The custom database must be on a separate server and ensure that other Unified ICM or Unified CC Enterprise
components do not use it. Use only DBDateTime (date and time of the record that was written to the HDS
database) to perform the extraction. You can index the table on the custom database according to the custom
reporting needs.
Related Tables
Expanded_Call_Variable, on page 253 (via ExpandedCallVariableID)
Termination_Call_Detail, on page 540(TCDRecoveryKey maps to Termination_Call_Detail.RecoveryKey)

Table 425: Indexes for Termination_Call_Variable Table

index_name index_description index_keys

XAK1Termination_Call_Variable Clustered, unique, unique key located TCDRecoveryKey, ExpandedCallVariableID,

on PRIMARY ArrayIndex

XIE1Termination_Call_Variable Nonclustered located on PRIMARY DateTime

XIE2Termination_Call_Variable Nonclustered located on PRIMARY DbDateTime

XPKTermination_Call_Variable Nonclustered, unique, primary key RecoveryKey

located on PRIMARY

Table 426: Fields in Termination_Call_Variable Table

Name Description Data Type Keys and

NULL
Option
ArrayIndex If the expanded call variable is an array, this DBINT AK-2 NOT
identifies the array element: 0 to N-1, where N is NULL
the size of the array.

DateTime The date and time when the call was routed. DBSMALLDATE IE-1 NOT
NULL
DbDateTime The current date and time stamp when the records DBDATETIME IE-2 NULL
are written to the HDS database. The logger database
has NULL for this column.

ECCValue The value of the call variable or array element. VARCHAR(255) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
557
 All Tables
Time_Zone_Location

Name Description Data Type Keys and

NULL
Option
ExpandedCallVariableID Identifies the expanded call variable. DBSMALLINT AK-2, FK
NOT
NULL
RecoveryKey Unique identity that is assigned to each record and DBFLT8 AK-1 NOT
used internally by the Unified ICM and Unified CCE NULL
software to track the record.

TCDRecoveryKey The date and time when the call was routed. DBFLT8 AK-2 NOT
NULL

Time_Zone_Location
The table contains the list of timezones that can be selected in a system. The list is based on the Microsoft
Windows timezone definitions stored in the following location:
\HKLM\Microsoft\Microsoft Windows NT\Current Version\TimeZone
These definitions also include daylight savings and its offset from UTC.

Related Tables
• Business_Hours, on page 102 (through TimeZoneLocationID)

Table 427: Indexes for Time_Zone_Location Table

index_name index_description index_keys

XPKTimeZone_Location Primary key TimeZoneLocationID

XIE1TimeZone_Location Inversion key TimeZoneLocationName

Table 428: Fields in Time_Zone_Location Table

Field Description Data Type Keys and

NULL
Option

TimeZoneLocationID Unique ID for timezone location. DBINT PK

NOT
NULL

TimeZoneLocationName The location name of the specific time zone. VARCHAR(32) IE

NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
558
 All Tables
Translation_Route

Field Description Data Type Keys and

NULL
Option

TimeZoneDisplayName Defines the name of the time zone. VARCHAR(128) NOT

NULL

DateTimeStamp Records the date and time when the record was DBDATETIME NULL
added or updated.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

Translation_Route
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Each row defines a special route that is used for sending additional information with the call. When the
peripheral receives a call targeted at a translation route, it requests the true route from the CallRouter process.
Use the Translation Route Explorer or Translation Route Wizard to add, update, and delete Translation_Route
records.
Related Tables
Logical_Interface_Controller, on page 281 (via LogicalControllerID)
Skill_Target, on page 533 (via SkillTargetID)
Translation_Route_Half_Hour, on page 560 (TranslationRouteSkillTargetID maps to
Translation_Route.SkillTargetID)

Table 429: Indexes for Translation_Route Table

index_name index_description index_keys

XAK1Translation_Route nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XIE1Translation_Route nonclustered located on PRIMARY LogicalControllerID

XPKTranslation_Route clustered, unique, primary key located SkillTargetID

on PRIMARY

Table 430: Fields in Translation_Route Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
559
 All Tables
Translation_Route_Half_Hour

Name Description Data Type Keys and

NULL
Option
DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the translation route. DESCRIPTION NULL

EnterpriseName An enterprise name for the translation route. This VNAME32 AK-1 NOT
name must be unique among all translation routes NULL
in the enterprise.

LogicalControllerID The Logical Interface Controller associated with the DBSMALLINT FK, IE-1
translation route. NOT
NULL
SkillTargetID An identifier that is unique among all skill targets DBINT PK, FK
in the enterprise. NOT
NULL
Type The type of translation route: DBINT NOT
NULL
• 1 = DNIS
• 2 = CDPD

Translation_Route_Half_Hour
This table is in the Skill Target category (see Skill Target, on page 608). To see database rules for these tables,
see Skill Target Tables, on page 664.
Provides statistics for each translation route. These statistics are updated every 30 minutes.
Related Tables
Routing_Client, on page 403 (via RoutingClientID)
Translation_Route, on page 559 (via TranslationRouteSkillTargetID)

Table 431: Indexes for Translation_Route_Half_Hour Table

index_name index_description index_keys

XAK1Translation_Route_Half_Hour nonclustered, unique, unique key located RecoveryKey

on PRIMARY

XIE1Translation_Route_Half_Hour nonclustered located on PRIMARY DbDateTime

XPKTranslation_Route_Half_Hour clustered, unique, primary key located on DateTime, RoutingClientID,

PRIMARY TranslationRouteSkillTargetID, TimeZone

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
560
 All Tables
Translation_Route_Half_Hour

Table 432: Fields in Translation_Route_Half_Hour Table

Name Description Data Type Keys and

NULL
Option
AvgRoutesInUseToHalf Average number of routes in use in the last half hour. DBINT NULL

AvgRouteTimeToHalf Average time (in seconds) to successfully complete DBINT NULL

a translation route for a routing client.

ConfigErrorsToHalf The number of times the router finds configuration DBINT NULL
error during a translation route for a routing client.

DateTime The central controller date and time at the start of DBSMALLDATE PK NOT
the interval. NULL

DbDateTime The current date and time stamp when the records DBDATETIME IE1-Indexed
are written to the database. NULL

MaxRoutesInUseToHalf Maximum number of routes used in a translation DBINT NULL

routing for a routing client in the half hour interval.

MaxRouteTimeToHalf Maximum time (in seconds) to successfully complete DBINT NULL

a translation route for a routing client.

PGTimeOutsToHalf The number of times PG times out the translation DBINT NULL
route for a routing client. Not applicable for
translation route to VRU.

RecoveryKey Unique record identifier. DBFLT8 AK1 NOT

NULL
RoutedToHalf The number of times translation route is completed DBINT NULL
successfully.

RouterTimeOutToHalf The number of times router times out the translation DBINT NULL
route for a routing client.

RoutingClientID The unique identifier of the routing client. DBSMALLINT PK, FK

NOT
NULL
TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TranslationRouteSkillTargetID The unique identifier of the translation route. DBINT PK, FK

NOT
NULL
UnAvailableToHalf The number of times router cannot find available DBINT NULL
route in a translation route for a routing client.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
561
 All Tables
Trunk

Name Description Data Type Keys and

NULL
Option
UsedToHalf The number of times translation route is used to send DBINT NULL
calls to VRU or agent peripheral to a routing client.

Trunk
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
Each row describes a trunk associated with a peripheral. Trunks are grouped by the Trunk Group table.
Use the Trunk bulk configuration tools to add, update, and delete Trunk records.
Related Table
Trunk_Group, on page 563 (via TrunkGroupID)
Vru_Port_Map, on page 583 (via TrunkID)

Table 433: Indexes for Trunk Table

index_name index_description index_keys

XAKTrunk nonclustered, unique, unique key TrunkGroupID, TrunkNumber

located on PRIMARY

XPKTrunk clustered, unique, primary key located TrunkID

on PRIMARY

Table 434: Fields in Trunk Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

CircuitProvider The carrier that provides the circuit. VNAME32 NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

TrunkGroupID Foreign key from the Trunk Group table. DBINT AK-1, FK
NOT
NULL
TrunkID A unique identifier for the trunk. DBINT PK NOT
NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
562
 All Tables
Trunk_Group

Name Description Data Type Keys and

NULL
Option
TrunkNumber Trunk number as understood by the peripheral. DBINT AK-1 NOT
NULL
TrunkType Type of trunk. To see the list of values, see Trunk DBSMALLINT NOT
Type, on page 654. NULL

Trunk_Group
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
Each row defines a group of trunks. A peripheral determines how to handle a call based on the DNIS and the
trunk group on which it arrives.
Use the Trunk Group bulk configuration tools to add, update, and delete Trunk_Group records.
Related Tables
Network_Trunk_Group, on page 303 (via NetworkTrunkGroupID)
Peripheral, on page 317 (via PeripheralID)
Trunk_Group_Five_Minute, on page 565 (via TrunkGroupID)
Trunk_Group_Half_Hour, on page 566 (via TrunkGroupID)
Trunk_Group_Real_Time, on page 567 (via TrunkGroupID)
Trunk, on page 562 (via TrunkGroupID)

Table 435: Indexes for Trunk_Group Table

index_name index_description index_keys

XAK1Trunk_Group nonclustered, unique, unique key EnterpriseName

located on PRIMARY

XAK2Trunk_Group nonclustered, unique, unique key PeripheralID, PeripheralNumber

located on PRIMARY

XIE1Trunk_Group nonclustered located on PRIMARY NetworkTrunkGroupID

XPKTrunk_Group clustered, unique, primary key located TrunkGroupID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
563
 All Tables
Trunk_Group

Table 436: Fields in Trunk_Group Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

ConfigParam A string of parameters the system software sends to varchar NULL

the peripheral to initialize the trunk group.

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Deleted Deleted Flag. Stored as a character: DBCHAR NOT

NULL
• Y = Yes
• N = No

Description Additional information about the trunk group. DESCRIPTION NULL

EnterpriseName An enterprise name for the trunk group. This must VNAME32 AK-1 NOT
be unique among all trunk groups in the enterprise. NULL

Extension The extension number for the trunk group (used by VTELNO10 NULL
the Definity ECS ACD).

NetworkTrunkGroupID Optionally, the network trunk group to which this DBINT FK, NULL
trunk group belongs.

PeripheralID Foreign key from the Peripheral table. DBSMALLINT AK-2, FK

NOT
NULL
PeripheralName Trunk group name as given by the peripheral. VNAME32 NOT
NULL
PeripheralNumber Trunk group number as given by the peripheral. DBINT AK-2 NOT
NULL
TrunkCount The number of trunks in the trunk group. If the value DBINT NOT
is -1 (the default), the system software determines NULL
the number of trunks in the group dynamically by
examining the Trunk table. Do not change this value
unless the Trunk data are not reliable.

TrunkGroupID Unique identifier for this trunk group. DBINT PK NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
564
 All Tables
Trunk_Group_Five_Minute

Trunk_Group_Five_Minute
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
It gets populated on central and HDS databases. This table contains information about a trunk group collected
during each five-minute interval.
The system software generates Trunk_Group_Five_Minute records for each trunk group.
Related Table
Trunk_Group, on page 563 (via TrunkGroupID)

Table 437: Indexes for Trunk_Group_Five_Minute Table

index_name index_description index_keys

XAK1Trunk_Group_Five_Minute Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XPKTrunk_Group_Five_Minute Clustered, unique, primary key located DateTime, TrunkGroupID, TimeZone

on PRIMARY

Table 438: Fields in Trunk_Group_Five_Minute Table

Name Description Data Type Keys and

NULL
Option
AllTrunksBusyToHalf Total time, in seconds, during the current half-hour DBINT NULL
interval that all trunks in the group were busy.

DateTime Central Controller date and time at the start of the DBSMALLDATE PK NOT
five-minute interval. NULL

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TrunkGroupID Foreign key from the Trunk Group table. DBINT PK, FK
NOT
NULL
TrunksIdle Number of non-busy trunks in the group at the end DBINT NULL
of the five-minute interval.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
565
 All Tables
Trunk_Group_Half_Hour

Name Description Data Type Keys and

NULL
Option
TrunksInService Number of trunks in this trunk group in service at DBINT NULL
the end of the five-minute interval.

Trunk_Group_Half_Hour
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
It gets populated on central and HDS databases. This table contains information about a trunk group collected
during each 30-minute interval. The system software generates Trunk_Group_Half_Hour records for each
trunk group.
Related Table
Trunk_Group, on page 563 (via TrunkGroupID)

Table 439: Indexes for Trunk_Group_Half_Hour Table

index_name index_description index_keys

XAK1Trunk_Group_Half_Hour Nonclustered, unique, unique key RecoveryKey

located on PRIMARY

XIE1Trunk_Group_Half_Hour Nonclustered located on PRIMARY DbDateTime

XPKTrunk_Group_Half_Hour Clustered, unique, primary key located DateTime, TrunkGroupID, TimeZone

on PRIMARY

Table 440: Fields in Trunk_Group_Half_Hour Table

Name Description Data Type Keys and

NULL
Option
AllTrunksBusyToHalf Total time, in seconds, during the half-hour interval DBINT NULL
that all trunks in the group were busy.

CallsAbandonedToHalf Number of calls to the trunk group abandoned during DBINT NULL
the current half-hour interval.

CallsInToHalf Number of incoming calls received on the trunk DBINT NULL

group during the half-hour interval.

CallsOutToHalf Number of outbound calls sent on the trunk group DBINT NULL
during the half-hour interval.

DateTime Central Controller date and time at the start of the DBSMALLDATE PK NOT
half-hour interval. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
566
 All Tables
Trunk_Group_Real_Time

Name Description Data Type Keys and

NULL
Option
DbDateTime The current date and time stamp when the records DBDATETIME IE-1 NULL
are written to the HDS database. The logger database
has NULL for this column.

InServiceTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were in service during the half-hour interval.

InUseInboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were used for inbound calls during the half-hour
interval.

InUseOutboundTimeToHalf Aggregate number of seconds trunks in the group DBINT NULL

were used for outbound calls during the half-hour
interval.

RecoveryDay Currently not used, set to zero (0). DBINT NOT

NULL
RecoveryKey A unique ID assigned to each record and used DBFLT8 AK-1 NOT
internally by the Unified ICM/Unified CCE software NULL
to track the record.

TimeZone The Central Controller’s time zone for the date and DBINT PK NOT
time. The value is the offset in minutes from NULL
UTC(formerly GMT).The value is negative for time
zones to the east of UTC and positive for time zones
to the west of UTC.

TrunkGroupID Foreign key from the Trunk Group table. DBINT PK, FK
NOT
NULL
TrunksIdle Number of non-busy trunks in the group at the end DBINT NULL
of the half-hour interval.

TrunksInService Number of trunks in the group in service at the end DBINT NULL
of the half-hour interval.

Trunk_Group_Real_Time
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
Local database only.
Contains real time information about each trunk group.
The system software generates a Trunk_Group_Real_Time record for each trunk group.
Related Table

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
567
 All Tables
Trunk_Group_Real_Time

Trunk_Group, on page 563 (via TrunkGroupID)

Table 441: Indexes for Trunk_Group_Real_Time Table

index_name index_description index_keys

XPKTrunk_Group_Real_Time nonclustered, unique, primary key TrunkGroupID

located on PRIMARY

Table 442: Fields in Trunk_Group_Real_Time Table

Name Description Data Type Keys and

NULL
Option
AllTrunksBusyHalf Total number of seconds during the current half-hour DBINT NULL
interval that all trunks in the group were busy.

AllTrunksBusyToday Total number of seconds since midnight that all DBINT NULL
trunks in the group were busy.

CallsAbandonedHalf Number of calls to the trunk group abandoned in DBINT NULL

queue during the current half-hour interval.

CallsAbandonedToday Number of calls to the trunk group abandoned in DBINT NULL

queue since midnight.

CallsInHalf Number of inbound calls received on the trunk group DBINT NULL
during the current half-hour interval.

CallsInNow Number of inbound calls currently in progress on DBINT NULL

the trunk group.

CallsInToday Number of inbound calls received on the trunk group DBINT NULL
since midnight.

CallsOutHalf Number of outbound calls received on the trunk DBINT NULL

group during the current half-hour interval.

CallsOutNow Number of outbound calls currently in progress on DBINT NULL

the trunk group.

CallsOutToday Number of outbound calls received on the trunk DBINT NULL

group since midnight.

DateTime Central Controller date and time that this data was DBDATETIME NOT
last updated. NULL

InServiceTimeHalf Aggregate number of seconds trunks in the group DBINT NULL

have been in service during the current half-hour
interval.

InServiceTimeToday Aggregate number of seconds trunks in the group DBINT NULL

have been in service since midnight.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
568
 All Tables
User_Formula

Name Description Data Type Keys and

NULL
Option
InUseInboundTimeHalf Aggregate number of seconds trunks in the group DBINT NULL
have been in use for inbound calls during the current
half-hour interval.

InUseInboundTimeToday Aggregate number of seconds trunks in the group DBINT NULL

have been in use for inbound calls since midnight.

InUseOutboundTimeHalf Aggregate number of seconds trunks in the group DBINT NULL

have been in use for outbound calls during the
current half-hour interval.

InUseOutboundTimeToday Aggregate number of seconds trunks in the group DBINT NULL

have been in use for outbound calls since midnight.

TrunkGroupID Foreign key from the Trunk Group table. DBINT PK, FK
NOT
NULL
TrunksIdle Number of non-busy trunks in the group now. DBINT NULL

TrunksInService Number of trunks in the trunk group in service now. DBINT NULL

User_Formula
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row describes a custom function. A custom function is a shorthand for an expression. It may, optionally,
accept parameters. The expression associated with the function is stored in the User_Formula_Equation table.
Use the Script Editor to create, modify, and delete custom functions.
Related Table
User_Formula_Equation, on page 570 (via UserFormulaID)

Table 443: Indexes for User_Formula Table

index_name index_description index_keys

XAK1User_Formula clustered, unique, unique key located EnterpriseName

on PRIMARY

XPKUser_Formula nonclustered, unique, primary key UserFormulaID

located on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
569
 All Tables
User_Formula_Equation

Table 444: Fields in User_Formula Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the function. DESCRIPTION NULL

EnterpriseName An enterprise name for the function. Custom VNAME32 AK-1 NOT
function names always begin with "user". NULL

Length The number of bytes in the expression for the DBINT NOT
function. NULL

ParamCount The number of parameters the function accepts. DBINT NOT

NULL
UserFormulaID A unique identifier for the function. DBINT PK NOT
NULL

User_Formula_Equation
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Each row contains all or part of the expression associated with a custom formula.
Use the Script Editor to add, modify, and delete custom formulas.
Related Table
User_Formula, on page 569 (via UserFormulaID)

Table 445: Indexes for User_Formula_Equation Table

index_name index_description index_keys

XPKUser_Formula_Equation clustered, unique, primary key located UserFormulaID, RowOrder

on PRIMARY

Table 446: Fields in User_Formula_Equation Table

Name Description Data Type Keys and

NULL
Option
EquationString The expression string. varchar(255) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
570
 All Tables
User_Group

Name Description Data Type Keys and

NULL
Option
RowOrder Specifies the order of strings for a formula. A DBINT PK NOT
formula may have one or more strings. NULL

UserFormulaID Foreign key from the User_Formula table. DBINT PK, FK

NOT
NULL

User_Group
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Lists the groups of users to which specific access rights apply. A record in this table can represent a group of
users (with multiple associated records in the User_Group_Member table) or a single user (with a single
associated record in the User_Group_Member table).
Use Configuration Manager to create, update, and delete user groups.
Related Tables
Class_Security, on page 191 (via UserGroupName)
Customer_Definition, on page 203 (via CustomerDefinitionID)
Feature_Control_Set, on page 255 (via via FeatureSetID)
Global Security Control (via UserGroupID)
Object_Security, on page 314 (via UserGroupName)
Sec_Group, on page 437 (via UserGroupID)
Sec_User, on page 438 (via UserGroupID)
User_Group_Member, on page 573 (via UserGroupName)
User_Supervisor_Map, on page 575 (via UserGroupID)

Table 447: Indexes for User_Group Table

index_name index_description index_keys

XAK1User_Group clustered, unique, unique key located UserGroupName

on PRIMARY

XIE1User_Group nonclustered located on PRIMARY CustomerDefinitionID

XPKUser_Group nonclustered, unique, primary key UserGroupID

located on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
571
 All Tables
User_Group

Table 448: Fields in User_Group Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

CustomerDefinitionID Identifies the customer associated with the user DBINT FK, IE-1
group. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the group. DESCRIPTION NULL

DomainName The FQDN of the domain to which the user belongs. VARCHAR(190) NULL
(Domain FQDN)
Note For the UserGroupName, "DBO", this
field stores the global default domain
name. The default domain name is set by
the System Information tool.

FeatureSetID Identifies a feature set from the Feature_Control_Set DBINT FK NULL

Table.

ReadOnly Valid options include: DBCHAR NOT

NULL
• Y = Read-only user
• N = Normal user

ServiceProvider Valid options include: DBCHAR NOT

NULL
• Y = Service provider or normal customer
• N = Service bureau customer.

Note This field is no longer used.

UserGroupID A unique identifier for the group. DBINT PK NOT

NULL
UserRole Indicates the User Role for a given user. DBSMALLINT NOT
NULL
Values displayed include:
• 0 = Supervisors.
• 1 = Setup User.
• 2 = Config User.

UserGroupName The name of a user or a group. varchar(64) AK-1 NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
572
 All Tables
User_Group_Member

Name Description Data Type Keys and

NULL
Option
UserGroupType The type of the group: char(1) NOT
NULL
• U = for an individual user
• G = for a group of users.

UserGuid A unique global ID from Active Directory. Varchar(64) NULL

UserName The user logon name of the user (Username portion Varchar(64) NULL
of the User's UserPrincipalName).

User_Group_Member
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Lists the specific users that are members of each user group. If the group is of type "U" then it has a single
User_Group_Member record. If the group is of type 'G' is can have multiple User_Group_Member records.
A single user can be a member of multiple user groups.
Use Configuration Manager to create, update, and delete User Group Member records.
Related Table
User_Group, on page 571 (via UserGroupID)

Table 449: Indexes for User_Group_Member Table

index_name index_description index_keys

XAK1User_Group_Member clustered, unique, unique key located UserName, UserGroupName

on PRIMARY

XIE1User_Group_Member nonclustered located on PRIMARY UserName

XPKUser_Group_Member nonclustered, unique, primary key UserGroupMemberID

located on PRIMARY

Table 450: Fields in User_Group_Member Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
573
 All Tables
User_Security_Control

Name Description Data Type Keys and

NULL
Option
DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

UserGroupMemberID A unique identifier for the record. DBINT PK NOT

NULL
UserGroupName The group to which the member belongs. varchar(64) AK-1 NOT
NULL
UserName The username as registered with SQL Server. varchar(64) AK-1, IE-1
NOT
NULL

User_Security_Control
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Specifies the security access that individual users have to specific objects. The system software builds this
table from the data in the other security tables.
Related Tables
Ids, on page 265 (via ObjectType + ObjectID)
User_Group_Member, on page 573 (via UserName)

Table 451: Indexes for User_Security_Control Table

index_name index_description index_keys

XIE1User_Security_Control nonclustered located on PRIMARY UserName

XIE2User_Security_Control nonclustered located on PRIMARY UserGroupID

XPKUser_Security_Control clustered, unique, primary key located ObjectType, ObjectID, UserName

on PRIMARY

Table 452: Fields in User_Security_Control Table

Name Description Data Type Keys and

NULL
Option
AccessLevel The level of access that the user has for the object. DBINT NOT
To see values. see Access Levels, on page 617. NULL

ObjectID Together with ObjectType, identifies the object. DBINT PK NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
574
 All Tables
User_Supervisor_Map

Name Description Data Type Keys and

NULL
Option
ObjectType Together with ObjectID, identifies the object. DBINT PK, FK
NOT
NULL
UserGroupID Foreign key from the User_Group table. DBINT IE-2 NOT
NULL
UserName The SQL Server username of the user. varchar(64) PK, IE-1
NOT
NULL

User_Supervisor_Map
This table is in the Security category (see Security, on page 606). To see database rules for these tables, see
Security Tables, on page 663.
Used to allow an agent to log in as a Supervisor. When an agent logs in as a Supervisor, an entry for the agent
is created in the User Group table to allow the agent login.
Related Table
User_Group, on page 571 (via UserGroupID)

Table 453: Indexes for User_Supervisor_Map Table

index_name index_description index_keys

XAK1UserSupervisorMap nonclustered, unique, unique key AgentSkillTargetID

located on PRIMARY

XPKUserSupervisorMap clustered, unique, primary key located UserGroupID, AgentSkillTargetID

on PRIMARY

Table 454: Fields in User_Supervisor_Map Table

Name Description Data Type Keys and

NULL
Option
AgentSkillTargetID The identifier for the SkillTargetID for an agent that DBINT PK, AK-1
is a supervisor. NOT
NULL
Note The SupervisorAgent field for this agent
must be Y.

UserGroupID The identifier for the user. DBINT PK, FK

NOT
Note The UserGroupType for this user must
NULL
be U.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
575
 All Tables
User_Variable

User_Variable
This table is part of the Script category (see Script, on page 602). For database rules, see Script Tables, on
page 663.
Contains the definitions of user variables. You can optionally associate a variable with an object type (such
as service or skill group). The system software then creates an instance of the variable for each object of that
type (for example, for each service or each skill group). You can set and reference variables within scripts. If
a variable is persistent, its value is stored in the Persistent_Variable table.
Use the User Variable list tool to create, update, and delete definitions of user variables.
Related Table
Persistent_Variable, on page 334 (via UserVariableID)

Table 455: Indexes for User_Variable Table

index_name index_description index_keys

XAK1User_Variable nonclustered, unique, unique key ObjectType, VariableName

located on PRIMARY

XPKUser_Variable clustered, unique, primary key located UserVariableID

on PRIMARY

Table 456: Fields in User_Variable Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DataType Indicates the type of the variable: DBSMALLINT NOT

NULL
• 0 = Long
• 1 = Float
• 2 = Char
• 3 = Date

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description Additional information about the variable. DESCRIPTION NULL

Instance Not currently used. DBCHAR NOT

NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
576
 All Tables
Version

Name Description Data Type Keys and

NULL
Option
ObjectType The type of object with which the variable is DBSMALLINT AK-1 NOT
associated. For the list of values, see Object Types: NULL
User Variable, on page 634.

Persistent Indicates whether to preserve the value of the DBCHAR NOT

variable between script invocations. Stored as a NULL
character:
• Y = yes
• N = no

ReportingMethod Not currently used. DBSMALLINT NOT

NULL
UserVariableID A unique identifier for the variable. DBINT PK NOT
NULL
VariableName The name of the variable. User variable names must VNAME32 AK-1 NOT
begin with "user". NULL

Version
This table is in the System category (see System, on page 612). To see database rules for these tables, see
System Tables, on page 665.
A system table containing a single row which indicates the current version of the system database schema
installed in the central and local databases. This table is maintained by the system software installation process.

Table 457: Indexes for Version Table

index_name index_description index_keys

XIE1Version nonclustered located on PRIMARY Major

Table 458: Fields in Version Table

Name Description Data Type Keys and

NULL
Option
AWMinor The incremental version number of the local DBINT NOT
database schema on the AW. For example, if the NULL
version is 1.3, this value is 3.

CCMinor The incremental version number of the central DBINT NOT

database schema. For example, if the version is 1.2, NULL
this value is 2.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
577
 All Tables
View_Column

Name Description Data Type Keys and

NULL
Option
IPCCMinor Control version of preconfigured items for DBINT NOT
Simplified Unified CCE Deployments. NULL

Major The number of the major version; for example, if DBINT IE-1 NOT
the version is 1.2, this value is 1. NULL

View_Column
This table is in the Schedule category (see Schedule, on page 601). To see database rules, see Schedule Tables,
on page 662.
Describes how the system software interprets one column of imported schedule data.
Related Table
ICR_View, on page 264 (via ICRViewID)

Table 459: Indexes for View_Column Table

index_name index_description index_keys

XAK1View_Column nonclustered, unique, unique key ICRViewID, ColumnNumber

located on PRIMARY

XAK2View_Column nonclustered, unique, unique key ICRViewID, ViewName

located on PRIMARY

XPKView_Column clustered, unique, primary key located ViewColumnID

on PRIMARY

Table 460: Fields in View_Column Table

Name Description Data Type Keys and

NULL
Option
BaseName The name used for the column in the system from VNAME32 NULL
which it imported.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

ColumnNumber Indicates the position of the column within the DBINT AK-1 NOT
Schedule Import table. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
578
 All Tables
Vru_Currency

Name Description Data Type Keys and

NULL
Option
Description Additional information about the column. DESCRIPTION NULL

Edit Indicates whether the View_Column record can be DBCHAR NOT

modified. Stored as a character: NULL
• Y = yes
• N = no

ICRViewID Identifies the view to which the column belongs. DBINT AK-1,
AK-2, FK
NOT
NULL
Mask Indicates which bit positions to use in the value. An DBINT NULL
AND operation is applied to the mask value and the
field value.

Shift The number of bit positions to shift the value to the DBINT NULL
left.

ViewColumnID A unique identifier for the column. DBINT PK NOT

NULL
ViewName The name used for the column within the system VNAME32 AK-2 NOT
software. NULL

Vru_Currency
This is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 615). For database
rules, see VRU Micro-applications Tables, on page 666.
This table contains a list of currencies supported by VRU micro-applications.
Related Table
Vru_Defaults, on page 580 (via CurrencyID)

Table 461: Indexes for Vru_Currency Table

index_name index_description index_keys

XAK1Vru_Currency nonclustered, unique, unique key CurrencyName

located on PRIMARY

XPKVru_Currency clustered, unique, primary key located CurrencyID

on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
579
 All Tables
Vru_Defaults

Table 462: Fields in Vru_Currency Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

CurrencyID A unique identifier. DBINT PK NOT

NULL
CurrencyName Specifies the currency supported by the VRU varchar(10) AK-1 NOT
micro-application: NULL
• 1 = U.S. Dollar (default)
• 2 = Euro
• 3 = Pound Sterling
• 4 = French franc
• 5 = Deutschmark
• 6 = Lira
• 7 = Peseta
• 0 = Other

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Vru_Defaults
This is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 615). For database
rules, see VRU Micro-applications Tables, on page 666.
This table contains a single row of data that contains the default values for a particular VRU micro-application.
Related Tables
Vru_Locale, on page 582 (via LocaleID)
Vru_Currency, on page 579 (via CurrencyID)

Table 463: Indexes for View_Defaults Table

index_name index_description index_keys

XAK1Vru_Defaults nonclustered, unique, unique key EnterpriseName

located on PRIMARY

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
580
 All Tables
Vru_Defaults

index_name index_description index_keys

XPKVru_Defaults clustered, unique, primary key located VruDefaultsID

on PRIMARY

Table 464: Fields in Vru_Defaults Table

Name Description Data Type Keys and

NULL
Option
AppMediaLib A path to library of application media files/prompts varchar(255) NULL
specific to a set of related Unified ICM scripts.
(Example: customer menus.) The default entry is
app.

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

CurrencyID The currency supported by VRU micro-applications. DBINT FK NOT

The default value is 1, CURRENCY_DOLLAR. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Description A description of the row. There is no default value DESCRIPTION NULL

in this field.

DTMFTermKey DTMF Termination key: char(1) NOT

NULL
0-9 (digits)
* (asterisk)
# (pound sign, the default)
N (no termination key)

EnterpriseName A unique name for the enterprise. VNAME32 AK-1 NOT

NULL
InterDigitTimeout The number of seconds a caller is allowed between DBINT NOT
entering digits. If exceeded, the system times-out. NULL
Valid options are the digits 1-99 (default: 3).

InvalidEntryTries Number of times ISN repeats the Get Digits cycle DBINT NOT
when the caller enters invalid data. (Total includes NULL
the first cycle.) Valid options are the digits 1-9
(default: 3).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
581
 All Tables
Vru_Locale

Name Description Data Type Keys and

NULL
Option
LocaleID A combination of language and country specifying DBINT FK NOT
the language the VRU micro-application executes NULL
in:
• en-us = U.S. English (default)
• en-gb = Great Britain English
• es-es = European Spanish
• es-mx = Mexican Spanish

MediaServerSet Base URL for all media files used in the VRU script. varchar(255) NOT
The default value is file:../MediaFiles NULL

NoEntryTimeout The number of seconds a caller is allowed to begin DBINT NOT

entering digits. If exceeded, the system times-out. NULL
Valid options are the digits 0-99 (default: 5).

NoEntryTries Number of times ISN repeats the Get Digits cycle DBINT NOT
when a caller doesn't enter any data after being given NULL
the prompt. (Total includes first cycle.)
Valid options are the digits 1-9 (default: 3).

SystemMediaLib A path to library of system media files/prompts for varchar(255) NULL

individual digits, months, default error messages,
etc. The default entry is sys.

VruDefaultsID A unique identifier. DBINT PK NOT

NULL

Vru_Locale
This is one of the VRU_Micro_Application tables (see VRU Micro-application, on page 615). For database
rules, see VRU Micro-applications Tables, on page 666.
This table contains a list of locales (a locale is a combination of language and country) supported by VRU
micro-applications.
Related Table
Vru_Defaults, on page 580 (via LocaleID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
582
 All Tables
Vru_Port_Map

Table 465: Indexes for Vru_Locale Table

index_name index_description index_keys

XAK1Vru_Locale nonclustered, unique, unique key Locale

located on PRIMARY

XPKVru_Locale clustered, unique, primary key located LocaleID

on PRIMARY

Table 466: Fields in Vru_Locale Table

Name Description Data Type Keys and

NULL
Option
ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT
central database. NULL

DateTimeStamp Records the date and time when a record is DBDATETIME NULL
added/updated.

Locale A combination of language and country specifying varchar(10) AK-1 NOT

the language the VRU micro-application executes NULL
in:
• en-us = U.S. English (default)
• en-gb = Great Britain English
• es-es = European Spanish
• es-mx = Mexican Spanish

LocaleID A unique identifier. DBINT PK NOT

NULL

Vru_Port_Map
This is in the Device category (see Device, on page 591). For database rules, see Device Tables, on page 659.
In cases where ACD and VRU PIMs are controlled by the same PG, the VRU_Port_Map table is used to
specify how VRU ports map to ACD ports or trunks.
Use the VRU Port Map and Bulk Insert tool to map VRU ports to ACD ports or trunks.
Related Table
Trunk, on page 562 (via TrunkID)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
583
 All Tables
Week_Day_Schedule

Table 467: Indexes for Vru_Port_Map Table

index_name index_description index_keys

XPKVru_Port_Map clustered, unique, primary key located TrunkID

on PRIMARY

Table 468: Fields in Vru_Port_Map Table

Name Description Data Type Keys and

NULL
Option
ACDPeripheralID The ID of ACD peripheral if Type is 1. DBSMALLINT NULL

ACDPort The ACD port if Type is 1. VNAME32 NULL

ACDTrunkID The ID of the ACD trunk if Type is 0. DBINT NULL

TrunkID The ID of the VRU trunk to be mapped. DBINT PK, FK

NOT
NULL
Type The type of VRU-to-ACD mapping: DBINT NOT
NULL
• 0 = A VRU trunk-to-ACD trunk mapping
• 1 = A VRU trunk-to-ACD port mapping.

Week_Day_Schedule
The table Week_Day_Schedule defines the business hours on weekdays. The weekday schedule contain any
day of the week except the holidays. Each row in the table records a weekday schedule.

Related Tables
• Business_Hours, on page 102 (through BusinessHoursID)
• Special_Day_Schedule, on page 534 (through BusinessHoursID)

Table 469: Indexes for Week_Day_Schedule Table

index_name index_description index_keys

XPKWeek_Day_Schedule Primary key WeekDayScheduleID

XIE1Week_Day_Schedule Inversion key BusinessHoursID

XIE2Week_Day_Schedule Inversion key DayType

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
584
 All Tables
Week_Day_Schedule

Table 470: Fields in Week_Day_Schedule Table

Field Description Data Type Keys and

NULL
Option

WeekDayScheduleID The ID of the each week day schedule. DBINT PK

NOT
NULL

BusinessHoursID Unique ID of the business schedule object DBINT FK, IE

NOT
NULL

DayType Values range from 0 to 6, assigned to each day in a DBSMALLINT IE

week starting from Sunday.
NOT
NULL

StartHour Specifies the hour the business hour starts in a DBSMALLINT NOT
weekday. NULL

StartMinute Specifies the minute the business hours starts in a DBSMALLINT NOT
weekday. NULL

StartSecond Specifies the second the business hours starts in a DBSMALLINT NOT
weekday. Default value is 0. NULL

EndHour Specifies the hour the business hour ends in a DBSMALLINT NOT
weekday. NULL

EndMinute Specifies the minute the business hours ends in a DBSMALLINT NOT
weekday. NULL

EndSecond Specifies the second the business hours ends in a DBSMALLINT NOT
weekday. Default value is 0. NULL

DateTimeStamp Records the date and time when the record was DBDATETIME NULL
added or updated

ChangeStamp Incremented when the record is changed in the CHANGESTAMP NOT

central database. NULL

FutureUseInt1 Future Use DBINT NULL

FutureUseInt2 Future Use DBINT NULL

FutureUseVarChar1 Future Use VARCHAR(64) NULL

FutureUseVarChar2 Future Use VARCHAR(64) NULL

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
585
 All Tables
Week_Day_Schedule

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
586
 CHAPTER 3
Tables by Group
• Overview, on page 587
• Blended Agent (Outbound Option), on page 588
• Business Hours, on page 589
• Contact Sharing, on page 590
• Device, on page 591
• Enterprise, on page 594
• Media Routing, on page 596
• Precision Queue, on page 597
• Route, on page 598
• Schedule, on page 601
• Script, on page 602
• Security, on page 606
• Skill Target, on page 608
• System, on page 612
• User Preferences, on page 614
• VRU Micro-application, on page 615
• Tables Reserved for Future Use, on page 615

Overview
This section explains major areas of the schema. Tables are arranged in logical groups based on their domains
and interrelationships.
For each section, you can find:
• an illustration that maps the connections among tables in that group
• links to detailed information on each individual table in the group
• a link to the database rules for the group

For details on the columns in each table, see All Tables.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
587
 Tables by Group
Blended Agent (Outbound Option)

Blended Agent (Outbound Option)

This figure depicts the tables in the Blended Agent (Outbound Option) category and their connections.
In this graphic:
• A single box represents a single table.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Figure 1: Blended Agent

To see database rules for tables in the Blended Agent group, see Blended Agent Tables (Outbound Option),
on page 657.
Tables that hold Blended Agent (Outbound Option) data are listed below.
• Blended_Agent_Options, on page 94
• Campaign, on page 152
• Campaign_Half_Hour, on page 161
• Campaign_Query_Rule, on page 162

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
588
 Tables by Group
Business Hours

• Campaign_Query_Rule_Half_Hour, on page 165

• Campaign_Query_Rule_Real_Time, on page 171
• Campaign_Skill_Group, on page 180
• Campaign_Target_Sequence, on page 182
• Dialer, on page 215
• Dialer_Detail, on page 220
• Dialer_Half_Hour, on page 226
• Dialer_Port_Map, on page 232
• Dialer_Port_Real_Time, on page 233
• Dialer_Skill_Group_Half_Hour, on page 238
• Dialer_Skill_Group_Real_Time, on page 242
• Import_Rule, on page 267
• Import_Rule_Clause, on page 271
• Import_Rule_History, on page 273
• Import_Rule_Real_Time, on page 274
• Query_Rule, on page 354
• Query_Rule_Clause, on page 356

Business Hours
This figure depicts the tables in this category and their connections.
In this graphic:
Figure 2: Business Hours

• A single box represents a single table.

• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.
• A stack of boxes represents several tables in another category of the schema.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
589
 Tables by Group
Contact Sharing

Figure 3: Business Hours Category

To see the database rules for these tables, see Business Hours Tables, on page 659.
Tables in the Business Hours category include the following:
• Business_Hours, on page 102
• Business_Hours_Real_Time, on page 104
• Business_Hours_Reason, on page 105
• Special_Day_Schedule, on page 534
• Time_Zone_Location, on page 558
• Week_Day_Schedule, on page 584

Contact Sharing
This figure depicts the tables in this category and their connections.
In this graphic:

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
590
 Tables by Group
Device

Figure 4: Contact Sharing

• A single box represents a single table.

• A box with a + plus sign represents a subcategory of table with related detail: Peripheral and Trunk
Group.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Figure 5: Contact Sharing

To see database rules for these tables, see Contact Sharing Tables, on page 659.
Tables in the Contact Sharing category include the following:
• Application_Gateway, on page 78
• Contact_Share_Group, on page 199
• Contact_Share_Group_Member, on page 200
• Contact_Share_Queue, on page 201
• Contact_Share_Rule, on page 202
• Precision_Queue, on page 337
• Skill_Group, on page 480

Device
This figure depicts the tables in this category and their connections.
In this graphic:

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
591
 Tables by Group
Device

• A single box represents a single table.

• A box with a + plus sign represents a subcategory of table with related detail: Peripheral and Trunk
Group.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Figure 6: Device

To see database rules for these tables, see Device Tables, on page 659.
Tables in the Device category include the following:
• Agent_Targeting_Rule, on page 67
• Agent_Targeting_Rule_Member, on page 70
• Agent_Targeting_Rule_Range, on page 71
• Dial_Number_Plan, on page 214
• Logical_Interface_Controller, on page 281
• Network_Trunk_Group, on page 303
• Network_Trunk_Group_Half_Hour, on page 304
• Network_Trunk_Group_Real_Time, on page 306
• Peripheral, on page 317 See the section below for Peripheral Detail tables.
• Peripheral_Default_Route, on page 321
• Physical_Controller_Half_Hour, on page 335

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
592
 Tables by Group
Peripheral Detail

• Physical_Interface_Controller, on page 336

• Routing_Client, on page 403
• Routing_Client_Five_Minute, on page 407
• Trunk, on page 562
• Trunk_Group, on page 563 See the section below for Trunk Group Detail tables.
• Vru_Port_Map, on page 583

Peripheral Detail
The figure below illustrates the tables in the Peripheral Detail subcategory.
Figure 7: Peripheral Detail

These tables are:

• Agent_Distribution, on page 26
• Dialer_Detail, on page 220
• Peripheral, on page 317
• Peripheral_Monitor, on page 324
• Peripheral_Real_Time, on page 326

Trunk Group Detail

The figure below illustrates the tables in the Trunk Detail subcategory.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
593
 Tables by Group
Enterprise

Figure 8: Trunk Details

These tables are:

• Trunk_Group, on page 563
• Trunk_Group_Five_Minute, on page 565
• Trunk_Group_Half_Hour, on page 566
• Trunk_Group_Real_Time, on page 567

Enterprise
The figure below shows the relationships among tables in the Enterprise category.
• A single box represents a single table.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
594
Tables by Group
Enterprise

Figure 9: Enterprise

To see database rules for these tables, see Enterprise Tables, on page 660.
Tables that hold Enterprise data are listed below.
• Enterprise_Route, on page 246
• Enterprise_Route_Member, on page 247
• Enterprise_Skill_Group, on page 249
• Enterprise_Skill_Group_Member, on page 250
• Enterprise_Service, on page 247
• Enterprise_Service_Member, on page 248
• Service_Array, on page 442

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
595
 Tables by Group
Media Routing

• Service_Array_Member, on page 444

Media Routing
The figure below shows the relationships among the tables in the Media Routing category.
• A single box represents a single table.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Figure 10: Media Routing Tables

To see Database rules for the Media Routing tables, see Media Routing Tables, on page 661.
Media Routing Tables are listed below:
• Application_Instance, on page 85
• Application_Path, on page 86
• Application_Path_Member, on page 88
• Application_Path_Real_Time, on page 88
• Media_Class, on page 296
• Media_Routing_Domain, on page 297

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
596
 Tables by Group
Precision Queue

Precision Queue
This figure depicts the tables in the Precision Queue category and their connections.
Figure 11: Precision Queue Tables

In this graphic:
• A single box represents a single table.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Tables that hold Precision Queue data are listed below:

• Agent_Real_Time
• Agent_Skill_Group_Interval
• Agent_Skill_Group_Real_Time
• Call_Type_SG_Interval
• Precision_Q_Real_Time_Table
• Precision_Queue_Step
• Precision_Queue_Term
• Router_Queue_Interval
• Skilll_Group
• Skill_Group_Interval
• Termination_Call_Detail

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
597
 Tables by Group
Precision Queue Detail

Precision Queue Detail

The figure below illustrates the tables in the Precision Queue Detail subcategory.
Figure 12: Precision Queue Detail

Route
This figure depicts the tables in this category and their connections.
In this graphic:
• A single box represents a single table.
• A box with a + plus sign represents a subcategory of table with related detail: Route Detail.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
598
Tables by Group
Route

Figure 13: Route Tables

To see Database Rules for Route Tables, see Route Tables, on page 661.
Tables that hold Route data are listed below.
• Announcement, on page 74
• Dialed_Number, on page 210
• Dialed_Number_Label, on page 212
• Expanded_Call_Variable, on page 253
• Label, on page 276

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
599
 Tables by Group
Route

• Network_Event_Detail, on page 300

• Network_Target, on page 302
• Network_Vru, on page 308
• Network_Vru_Bank, on page 309
• Network_Vru_Script, on page 310
• Peripheral_Target, on page 332
• Recurring_Schedule_Map, on page 359
• Route, on page 370
• Route_Call_Detail, on page 372
• Route_Call_Variable, on page 379
• Scheduled_Target, on page 426
• Scheduled_Target_Real_Time, on page 427
• Termination_Call_Detail, on page 540
• Termination_Call_Variable, on page 556

Route Detail Tables

The figure below illustrates the tables in the Route Details subcategory.
Figure 14: Route Details Tables

Route Detail Tables are:

• Route, on page 370
• Route_Real_Time, on page 389
• Route_Five_Minute, on page 380
• Route_Half_Hour, on page 384

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
600
Tables by Group
Schedule

Schedule
This figure depicts the tables in this category.
In this graphic:
• A single box represents a single table.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Figure 15: Schedule Tables

To see Database Rules for Schedule Tables, see Schedule Tables, on page 662.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
601
 Tables by Group
Script

Tables that hold Schedule data are listed below.

• Schedule, on page 415
• Schedule_Source, on page 425
• Schedule_Map, on page 421
• Recurring_Schedule_Map, on page 359
• Schedule_Report, on page 422
• Schedule_Report_Input, on page 424
• Schedule_Import, on page 417
• Schedule_Import_Real_Time, on page 419
• Schedule_Source, on page 425
• Import_Schedule, on page 275
• Import_Log, on page 266
• ICR_View, on page 264
• View_Column, on page 578

Script
This figure depicts the tables in this category.
In this graphic:
• A single box represents a single table.
• A box with a + plus sign represents a subcategory of table with related detail: Call Type, Region, and
Script.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
602
Tables by Group
Script

Figure 16: Script Tables

To see database rules for these tables, see Script Tables, on page 663.
Script Tables are listed below
• Admin_Script_Schedule_Map, on page 14
• Application_Gateway, on page 78
• Application_Gateway_Connection, on page 79
• Application_Gateway_Half_Hour, on page 83
• Application_Gateway_Globals, on page 81
• Call_Type, on page 108
• Call_Type_Map, on page 125
• Call_Type_Real_Time, on page 138
• Customer_Definition, on page 203
• Customer_Options, on page 204
• Default_Call_Type, on page 205
• Dialed_Number_Map, on page 212
• ICR_Instance, on page 260
• ICR_Node, on page 262
• Master_Script, on page 294
• Persistent_Variable, on page 334

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
603
 Tables by Group
Call Type Detail

• Region, on page 361

• Script, on page 428
• Script, on page 428
• Script_Table_Column, on page 436
• User_Formula, on page 569
• User_Formula_Equation, on page 570
• User_Variable, on page 576

Call Type Detail

The figure below illustrates the tables in the Call Type subcategory.
Figure 17: Call Type Tables

These tables are:

• Call_Type, on page 108

Region Detail
The figure below illustrates the tables in the Region Detail subcategory.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
604
 Tables by Group
Script Detail

Figure 18: Region Detail Tables

Region Detail Tables are listed below:

• Region, on page 361
• Region_Member, on page 363
• Region_Prefix, on page 364
• Region_View_Member, on page 369
• Region_View, on page 365

Script Detail
The figure below illustrates the tables in the Script Detail subcategory.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
605
 Tables by Group
Security

Figure 19: Script Detail

Script Detail Tables are listed below:

• Script, on page 428
• Script_Cross_Reference, on page 430
• Script_Data, on page 431
• Script_Five_Minute, on page 431
• Script_Print_Control, on page 433
• Script_Real_Time, on page 434

Security
The figure below shows the relationships among tables in the Security category.
• A single box represents a single table.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
606
Tables by Group
Security

Figure 20: Security Tables

To see database rules for these tables, see Security Tables, on page 663.
Tables that hold Security data are listed below.
• Business_Entity, on page 101
• Class_Access_Xref, on page 189
• ClassID_To_ObjectType, on page 192
• Class_List, on page 190
• Class_Security, on page 191
• Feature_Control_Set, on page 255
• Ids, on page 265
• Object_Access_Xref, on page 312
• Object_List, on page 313
• Object_Security, on page 314
• Sec_Group, on page 437

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
607
 Tables by Group
Skill Target

• Sec_User, on page 438

• User_Group, on page 571
• User_Group_Member, on page 573
• User_Security_Control, on page 574
• User_Supervisor_Map, on page 575

Skill Target
This figure shows the relationships among tables in the Skill Target category. The Agent, Service, Skill Group,
and Skill Group Member tables each have related tables, as indicated by the + (plus signs) in the illustration.
In this graphic:
• A single box represents a single table.
• A box with a + plus sign represents a subcategory of table with related detail: Agent, Service, Skill Group,
and Skill Group Member.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
608
Tables by Group
Skill Target

Figure 21: Skill Target Tables

To see database rules for Skill Target tables, see Skill Target Tables, on page 664.
Skill Target tables include the following:
• Agent Table. See the Agent Detail section, below.
• Agent_Desk_Settings, on page 20
• Agent_Interval, on page 31
• Person, on page 315
• Service Tables. See the Service Detail section, below.
• Service_Member, on page 460
• Skill Group and Skill Group Member Tables. See the Skill Group Detail Section, below.
• Skill_Target, on page 533
• Translation_Route, on page 559

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
609
 Tables by Group
Agent Detail

• Translation_Route_Half_Hour, on page 560

Agent Detail
The figure below illustrates tables in the Agent subcategory.
Figure 22: Agent Tables

Agent Detail tables are listed below:

• Agent, on page 16
• Agent_Interval, on page 31
• Agent_Real_Time, on page 37
• Agent_Event_Detail, on page 27
• Agent_State_Trace, on page 63
• Agent_Team, on page 71
• Agent_Team_Member, on page 73
• Agent_Team_Supervisor, on page 74
• Dialer_Detail, on page 220

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
610
 Tables by Group
Service Detail

Service Detail
The figure below illustrates tables in the Service subcategory.
Figure 23: Service Tables

Service tables include:

• Service, on page 439
• Service_Five_Minute, on page 445
• Service_Real_Time, on page 461

Skill Group Detail

The figures below illustrate tables in the Skill Group and Skill Group Member subcategories.
Figure 24: Skill Group Tables

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
611
 Tables by Group
System

Figure 25: Skill Group Member Tables

Skill Group and Skill Group Member Tables include the following:
• Skill_Group, on page 480
• Skill_Group_Five_Minute, on page 484
• Skill_Group_Real_Time, on page 517
• Skill_Group_Member, on page 516
• Agent_Skill_Group_Logout, on page 59
• Agent_Skill_Group_Real_Time, on page 60

System
The figure below illustrates tables in the System category. To see database rules for these tables, see System
Tables, on page 665.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
612
Tables by Group
System

Figure 26: System Tables

To see database rules for these tables, see System Tables, on page 665.
System Tables are listed below
• Application_Event, on page 75
• AWControl, on page 93
• Config_Message_Log, on page 195
• Controller_Time, on page 202
• Event, on page 251
• ICR_Globals, on page 256
• ICR_Locks, on page 261
• Logger_Admin, on page 278
• Logger_Meters, on page 279
• Logger_Type, on page 280
• Next_Available_Number, on page 312
• Recovery, on page 358
• Region_Info, on page 362
• Rename, on page 370
• Version, on page 577

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
613
 Tables by Group
User Preferences

User Preferences
The figure below illustrates the relationships among the Uesr Preferences tables.
• A single box represents a single table.
• A stack of boxes represents several tables in another category of the schema.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Figure 27: User Preferences Tables

To see database rules for these tables, see User Preferences Tables, on page 666.
User Preferences Tables include the following:
• Cfg_Mngr_App_Snapshot_State, on page 183
• Cfg_Mngr_Globals, on page 184
• Cfg_Mngr_User_Desktop_Snap, on page 185
• Cfg_Mngr_User_Menu, on page 187
• Cfg_Mngr_User_Settings, on page 187
• Cfg_Mngr_View, on page 188

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
614
 Tables by Group
VRU Micro-application

VRU Micro-application
The figure below illustrates the relationships among the VRU Micro-Application tables.
• A single box represents a single table.
• A single arrowhead indicates a one-to-one relationship, and a double arrowhead indicates a one-to-many
relationship.

Figure 28: VRU Micro-application Tables

For database rules, see VRU Micro-applications Tables, on page 666.

VRU MicroApplication Tables are listed below:
• Vru_Currency, on page 579
• Vru_Defaults, on page 580
• Vru_Locale, on page 582

Tables Reserved for Future Use

Although the following tables have been added to the Unified ICM/Unified CCE Schema, they are reserved
for future use:
• Application_Gateway_License
• Campaign_Half_Hour
• Campaign_Real_Time
• Dialer Skill Group Half Hour
• Dialer Skill Group Real Time
• License_Definition

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
615
 Tables by Group
Tables Reserved for Future Use

• License_Real_Time
• Phone_Strategy
• Phone_Strategy_Node

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
616
 CHAPTER 4
Field Values
• Access Levels, on page 617
• AgentState, on page 618
• Application Gateway: Fault Tolerance, on page 619
• Client Type, on page 620
• Customer Options Type, on page 622
• Days, on page 622
• Dialed Number Map: ANIWildCardType, on page 623
• Dialer Detail: CallResult, on page 624
• Dialer Detail: CallStatusZone, on page 625
• Dialer Detail: DialingMode, on page 626
• Event Fields, on page 627
• ICR Locks Fields, on page 627
• LabelType Fields, on page 628
• Logical Interface Controller Fields, on page 628
• Network Vru Type, on page 630
• Port Status, on page 631
• Route Call Detail Fields, on page 631
• Object Types: Security, on page 633
• Object Types: User Variable, on page 634
• Peripheral Real Time Status Field, on page 636
• Reason Codes, on page 637
• Service Fields, on page 639
• Service Real Time: Service Mode Indicator Field, on page 640
• Target Types: Script Cross Reference and Scheduled Report Input, on page 640
• Termination Call Detail: Call Disposition and CallDispositionFlag Fields, on page 643
• Termination Call Detail: Peripheral Call Type, on page 651
• Trunk Type, on page 654

Access Levels
Several tables include an AccessLevel field that indicates the rights a user or group has to access an object or
class.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
617
 Field Values
AgentState

Access Level Values Meaning

10 Read

20 Reference

30 Maintenance (create, read, update, delete)

AgentState
The Agent Real Time, Agent Skill Group Real Time, and Agent state trace tables ( see Agent_Real_Time,
on page 37, Agent_Skill_Group_Real_Time, on page 60, and Agent_State_Trace, on page 63) use the
AgentState field, which indicates the agent's state.

Note The meaning for this field varies depending on the table that uses it.

Agent State Meaning (Agent_Real_Time / Meaning (Agent_State_Trace)

Values Agent_Skill_Group_Real_Time)

0 Logged Off Logged Off

1 Logged On Logged On

2 Not Ready Not Ready

3 Ready Ready

4 Talking Talking

5 Work Not Ready Work Not Ready

6 Work Ready Work Ready

7 Busy Other Busy Other

8 Reserved Reserved

9 Unknown Call Initiated

10 Calls On Hold Call Held

11 Active Active

12 Paused Paused

13 Interrupted Interrupted

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
618
 Field Values
Application Gateway: Fault Tolerance

Agent State Meaning (Agent_Real_Time / Meaning (Agent_State_Trace)

Values Agent_Skill_Group_Real_Time)

14 Not Active Not Active

Note Not Active is an agent state when the agent
is signed into a nonvoice skill group or
precision queue. This state is the equivalent
of Ready for voice.

The Type field indicates the recurrence pattern of the schedule.

Type Meaning
Values

1 Daily (the DayType field indicates which days of the week)

2 Weekly (the DayType field indicates which days of the week)

3 Biweekly (the DayType field indicates which days of the week)

4 Monthly (the Day field specifies the day of month)

5 Monthly (the DayPosition and DayType fields indicate day of the month)

6 Yearly (the month and day fields specify the day of year)

7 Yearly (the DayPosition, DayType, and Month specify the day of year)

8 Range (the starting and ending date and times specify the range)

Application Gateway: Fault Tolerance

The Fault Tolerance field in the Application Gateway Table (see Application_Gateway, on page 78) takes
these values:
• 0 = none
• 1 = Duplicate Request
Each router will manage a connection to a different host. Each time a scripts initiates a request, both
routers will ask their corresponding host. Both routers will believe the response from whichever host
responds first. This method is the most reliable, but has the added expense of requiring two hosts to
interface to. Even if a host (or a connection) fails, all requests will be satisfied.
• 2 = Alternate Request
Each router will manage a connection to a different host. The routers will take turns, sending half the
requests to the host connected to side A, and the other half to the host connected to side B. If either host
fails, the entire load will be directed to the surviving host. When a host (or connection) fails, some requests
may be lost. This is because by the time the router can figure out that a host is not going to respond, it
is too late to ask the other host and still route the call within the deadline imposed by the network
• 3 = Hot Standby

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
619
 Field Values
Client Type

The hot standby method. Each router will manage a connection to a different host. All requests will be
directed to the designated primary host. If the host (or connection) fails, all requests will be directed to
the backup host. This option may also lose some requests on failures.

Client Type
The Client Type field in the Peripheral (see Peripheral, on page 317) and in the Routing_Client Table (see
Routing_Client, on page 403) takes these values:
• 1 = Avaya DEFINITY ECS (non-EAS)
• 2 = MCI
• 3 = Sprint
• 4 = Aspect
• 5 = Nortel Meridian
• 6= Rockwell Galaxy (without priority enhancements) (Not supported)
• 7=GTN
• 8 = Generic NIC
• 9= Avaya G2
• 10= Rockwell Galaxy (Not supported)
• 11= Rockwell Spectrum (Not supported)
• 12= Avaya DEFINITY ECS (EAS)
• 13= VRU
• 14= British Telecom NIC
• 15= VRU Polled
• 16= INCRP NIC
• 17= Nortel NIC
• 18= DMS 100 (Not Supported)
• 19= Siemens Hicom 300 E (9006) (Not supported)
• 20= France Telecom
• 21= Stentor NIC (Not Supported)
• 22= Ameritech
• 23= BT INAP NIC
• 24 = Siemens ROLM 9751 CBX (9005) (Not supported)
• 25= ICR Protocol NIC

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
620
Field Values
Client Type

• 26 = Alcatel 4400 (Not supported)

• 27= NEC NEAX 2x00
• 28= ACP 1000
• 29= Avaya Aura Contact Center (AACC)
• 30= Enterprise Agent
• 31= Call Routing Service Protocol (CRSP)
• 32= Ericsson MD110
• 33 = Wireless INAP NIC
• 34= Energis INAP NIC
• 35= AUCS INAP NIC
• 36= Concert NIC
• 37= Deutsche Telecom NIC
• 38= CAIN NIC
• 39= Telfort INAP NIC
• 40= BT V2 NIC
• 41= TIM INAP NIC
• 42= Generic PG
• 43= Reserved
• 44 = GKTMP NIC (Gatekeeper NIC) (Not supported)
• 45 = SS7IN NIC (SS7 Intelligent Network)
• 46 = NTL NIC
• 47 = Media Routing
• 48 = Non-Voice Agent PIM
• 49= UCC Express Gateway
• 50= UCC Enterprise Gateway
• 51 = System PG
• 52 = ARS PIM (Agent Routing Services)

Note ARS PIM is deprecated in release 10.0(1).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
621
 Field Values
Customer Options Type

Customer Options Type

The Type field in the Customer Options Table (see Customer_Options, on page 204) indicates a type of option
that is enabled or disabled for a customer.

Type Meaning
Values

1 Allow quick-edit of Announcement node

2 Allow quick-edit of Call Type node

3 Allow quick-edit of Caller Entered Digits node

4 Allow quick-edit of Calling Line ID node

5 Allow quick-edit of Dialed Number node

6 Allow quick-edit of Goto Script node

7 Allow quick-edit of Percent Allocation node

8 Allow quick-edit of Requalify node

9 Allow quick-edit of Run VRU Script node

10 Allow quick-edit of Scheduled Select node

11 Allow quick-edit of Switch node

12 Allow quick-edit of Time node

50 Bill for VRU time

51 Customer billing data

Days
Both the Admin Script Schedule Map Table (see Admin_Script_Schedule_Map, on page 14) and the Recurring
Schedule Map Table use values to indicate the day of the week, day of the month, day position, and day type.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
622
 Field Values
Dialed Number Map: ANIWildCardType

Values Meaning

Day of the Week 0x01 = Sunday

0x02 = Monday
0x04 = Tuesday
0x08 = Wednseday
0x10 = Thursday
0x20 = Friday
0x40 = Saturday

Day of the Month 0 = Applies to every day

1-31 = Specifies the day of month

Day Position 0 = First day of the type in a month

1 = Second day of the type in a month
2 = Third day of the type in a month
3 = Fourth day of the type in a month
4 = Last day of the type in a month
5 = Every day of the type in a month

Day Type 0-6 = Specifies a day (Sunday through Saturday, respectively)

7 = Every day
8 = Every weekday
9 = Every weekend day

Dialed Number Map: ANIWildCardType

The ANIWildCardType field in the Dialed Number Map Table (see Dialed_Number_Map, on page 212)
indicates how the system software should interpret the value given in the ANIWildCard field.

ANIWildCardType Value Meaning

0 Unknown

1 NPA (3-digit match)

2 NPA-NXX (6-digit match)

3 Match (all digits are match)

4 Region

5 All (match all ANIs)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
623
 Field Values
Dialer Detail: CallResult

ANIWildCardType Value Meaning

6 Prefix

Note If the value is 4, then the ANIWildCard value is ignored and the RegionID value is used.

Dialer Detail: CallResult

The CallResult field in the Dialer Detail (see Dialer_Detail, on page 220) can be populated with the following
values:

System Type Values Meaning

2 Error condition while dialing.

3 Number reported not in service by network.

4 No ringback from network when dial attempted.

5 Operator intercept returned from network when dial attempted.

6 No dial tone when dialer port went off hook.

7 Number reported as invalid by the network.

8 Customer phone did not answer.

9 Customer phone was busy.

10 Customer answered and was connected to agent.

11 Fax machine detected.

12 Answering machine detected.

13 Dialer stopped dialing customer due to lack of agents or network stopped

dialing before it was complete.

14 Customer requested callback.

15 Answering machine requested callback.

16 Call connected with customer was abandoned by the dialer due to lack
of agents.

17 Failed to reserve agent for personal callback.

18 Agent has skipped or rejected a preview call.

19 Agent has skipped or rejected a preview call with the close option.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
624
 Field Values
Dialer Detail: CallStatusZone

System Type Values Meaning

20 Customer has been abandoned to an IVR.

21 Customer dropped call within configured abandoned time.

22 Mostly used with TDM switches - network answering machine, such as

a network voicemail.

23 Number successfully contacted but wrong number.

24 Number successfully contacted but reached the wrong person.

25 Dialer has flushed this record because there is a change in the skillgroup,
or a change in the campaign, or there are no agents available.

26 The number was on the do not call list.

27 Call disconnected by the carrier or the network while ringing.

28 Dead air or low voice volume call.

29 Received message is not supported by voice gateway.

30 Received message is not authorized by voice gateway.

31 Invalid message received by voice gateway.

32 Call cancelled because the dialer lost connection with the Campaign
Manager.

33 Agent timed-out accepting preview or personal callback call.

Note This Call Result is supported from 12.0 ES33 onwards.

Dialer Detail: CallStatusZone

The CallStatusZone1 and CallStatusZone2 fields in the Dialer Detail (see Dialer_Detail, on page 220) can be
populated with the following values that show the current status of the customer record for the zone.
The values are:
• A = Active. Stored in CallStatusZoneX (1 or 2). A zone is set to active when it has been sent to a dialer
for dialing
• B = A callback was requested. Stored in CallStatusZone1 and CallStatusZone2 field when a regular
callback (non personal callback) has been scheduled. The Callback time itself is stored in both the
CallbackDateTimeZone1 and CallbackDateTimeZone2 columns since the callback overrides the individual
zones.
• C = Closed. Record has been closed for that particular zone, so the record will not be retried again for
that zone.
• D=Dialed. Record has been dialed for that particular zone.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
625
 Field Values
Dialer Detail: DialingMode

• F= Fax Machine. Stored in CallStatusZoneX (1 or 2).

• L = Not Allocated. Invalid number used for a Personal Callback.
• J = Agent rejected (closed out the record).
• M = Max Calls. The maximum number of attempts has been reached. Stored in both CallStatusZone1
and CallStatusZone2. A record is set to "M" when it has dialed the maximum times as specified in the
campaign and will not be retried again. Both zones are set to "M" to indicate no further calling in either
zone.
• P = Pending. Stored in CallStatusZoneX (1 or 2). This is the initial state of a record before any dialing
has taken place. The record remains in the pending state for a particular zone until all of the numbers
specified for that zone are dialed. A pending contact which has already dialed at least once from its
sequence will have at least one CallBackDateTime column filled in with a retry time.
• R = Retry. Stored in CallStatusZoneX (1 or 2) for the zone where the Retry is scheduled. The retry time
itself is stored in the CallbackDateTimeZoneX (1 or 2) as well as in the individual number column
CallbackDateTimeXX, where XX is the number to be retried (01 - 10). Call can be retried for a variety
of reasons including receiving a busy or no answer result, etc.
• S = A personal callback was requested. Stored in both CallStatusZone1 and CallStatusZone2. A record
is set to "S" when it has been scheduled for a personal callback. Both zones are set to "S" to indicate that
it has been moved to the personal callback list
• U = Unknown. Stored in CallStatusZone1 and CallStatusZone2. A record is set to Unknown if its status
was "A" when the Campaign Manager started. If the Campaign Manager shuts down when a record is
at a dialer, it no longer knows its status when it restarts. Therefore, it will remain in "U" state until the
record is returned to it.
• X = Agent not Available. For a personal callback, the agent is not available, and the reschedule mode is
Abandon. (CallStatusZone1 only)

Dialer Detail: DialingMode

The DialingMode field in the Dialer Detail (see Dialer_Detail, on page 220) can be populated with the following
values that show the campaign mode for the call. This field is NULL for Do Not Call entries.
Values are:
• 1 = Predictive only
• 2 = Predictive blended
• 3 = Preview only
• 4 = Preview blended
• 5 = Progressive only
• 6 = Progressive blended
• 7. = Direct preview only
• 8. = Direct preview blended

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
626
 Field Values
Event Fields

Event Fields
The SystemType field in the Event (see Event, on page 251) indicates the type of system within the system
software that generated the event.

System Type Values Meaning

0 Unknown

1 CallRouter

2 Peripheral Gateway (PG)

3 Network Interface Controller (NIC)

4 Administration & DataServer (ADS)

5 Logger

6 Listener

7 CTI Gateway

8 Blended Agent Dialer

Note If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific
machine. For a CallRouter or Logger, Event.SystemId is always 0.

ICR Locks Fields

The LockType field in the ICR Locak Table (see ICR_Locks, on page 261) indicates a kind of lock.

Table 471: ICR_Locks.LockType Values

Value Meaning

0 Master lock (applies to configuration data and script.

1 Configuration lock (no longer used)

2 Script Lock(applies to an individual script)

3 Application lock (no longer used)

Note If the event is generated by a PG or an AT&T NIC, the Event.SystemId field indicates the specific
machine. For a CallRouter or Logger, Event.SystemId is always 0.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
627
 Field Values
LabelType Fields

LabelType Fields
The LabelType field in the Label Table (see Label, on page 276) indicates the type of the routing label.

LabelType Meaning
Values

0 Normal

1 DNIS Override (the system software returns the specific DNIS value to be used with the
label)

2 Busy (instructs the routing client to play a busy signal to caller)

3 Ring (instructs the routing client to play an unanswered ring to caller)

4 Post-Query (instructs the routing client to re-enter its call processing plan at a specific
point)

5 Resource (used internally for special routing client resources, such as a network VRU)

Note Not all label types are valid for all routing client types.

Logical Interface Controller Fields

The LogicalControllerType field uses a subset of the values for Event.SystemType listed in the following
table. The ClientType field indicates the type of peripheral or routing client associated with the controller:

Value Meaning

1 Avaya DEFINITY ECS, without Expert Agent Selection (EAS)

2

2 MCI

3 Sprint

4 Aspect CallCenter

5 Nortel Meridian

6 Rockwell Galaxy without priority enhancements (r1.3)

(Not supported)
3

7 AT&T GTN

8 Generic Network Interface Controller (GenNIC)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
628
Field Values
Logical Interface Controller Fields

Value Meaning

9 Avaya G2

10 Rockwell Galaxy (Not supported)

11 Rockwell Spectrum (Not supported)

12 Avaya DEFINITY ECS, with Expert Agent Selection (EAS)

13 Voice Response Unit (VRU)

14 British Telecom NIC

15 Voice Response Unit (VRU), polled

16 INCRP NIC

17 Nortel NIC

18 DMS 100 (Not supported)

19 Siemens Hicom 300 E, 9006 (Not supported)

20 France Telecom

21 Ameritech

22 BT INAP NIC

23 Siemens ROLM 9751 CBX, 9005 (Not supported)

24 ICR Protocol (ICRP) NIC

25 Alcatel 4400 (Not supported)

26 NEC NEAX 2x00

27 ACP 1000

28 AACC.

29 Enterprise Agent

30 Call Routing Service Protocol (CRSP) NIC

31 Ericsson MD110

32 able & Wireless Corp. (CWC) INAP NIC

33 Energis INAP NIC

34 AUCS INAP NIC

35 Concert NIC

36 Deutsche Telecom NIC

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
629
 Field Values
Network Vru Type

Value Meaning

37 CAIN NIC

38 Telfort INAP NIC

39 BT V2 NIC

40 TIM INAP NIC

41 Generic PG

42 CeM
2
This value was also formerly used for the AT&T USS network.
3
This value is for backwards compatibility with ICM software Release 1.3 only.

Network Vru Type

The Type field in the Network Vru Table (see Network_Vru, on page 308) indicates the type of interface the
system software uses to communicate with the VRU.

Type Interface
Values

1 Normal label type and a correlation ID.

2 Normal label type and a DNIS.

3 Resource label type and a correlation ID. The routing client can automatically take back the
call from the VRU when the system software returns a destination label.

4 Resource label type and a DNIS.

5 Resource label type and either a correlation ID or a DNIS.

6 No label, no correlation ID, and no DNIS (call is already at the VRU).

7 Similar to Type 3, but the system software automatically instructs the VRU to release the call
when it sends a destination label to the routing client.

8 Similar to Type 2, but a Type 8 VRU is used when the NAM has a routing client that controls
the call to the VRU.

9 Queuing for Network VRU controlled by the Unified CCE System PG.

10 Simplifies configuration requirements in Unified CVP Comprehensive Model deployments.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
630
 Field Values
Port Status

Port Status
The values for the Port Status field in the Dialer_Port_Real_Time Table (see Dialer_Port_Real_Time, on page
233) are listed below:
• 290 = port allocated for future dial
• 300 = port released
• 310 = reservation call started
• 320 = agent reserved
• 330 = customer call started
• 340 = customer has been contacted
• 350 = call transferred to agent
• 360 = customer conversation complete
• 370 = agent completed with call

Route Call Detail Fields

This section has values for three fields in the Route_Call_Detail Table (see Route_Call_Detail, on page 372):
RequestType, OriginatorType, and TargetType.
The RequestType field indicates the type of route request processed.

Value Meaning

1 Pre-Routing request

2 Blind transfer or network VRU

3 Announced transfer or MCI 800 call

4 Overflow

5 Re-route

6 Post-Routing request

The OriginatorType field indicates where the route request came from.

Value Meaning

0 Unknown

1 Trunk

2 Teleset

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
631
 Field Values
Route Call Detail Fields

Value Meaning

3 Voice Response Unit (VRU)

4 Trunk Group

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
632
 Field Values
Object Types: Security

Object Types: Security

Several tables related to security include an ObjectType field that indicates the type of object to which security
is applied.

Object Type Meaning

Values

2000 Dialed Number

2001 Call Type

2002 Peripheral

2003 Trunk Group

2004 Service

2005 Skill Group

2006 Agent

2007 Announcement

2008 Translation Route

2009 Label

2010 Route

2011 Script Table

2012 Business Entity

2013 Master Script

2014 Enterprise Service

2015 Enterprise Skill Group

2016 Schedule

2017 Schedule Source

2018 Agent Desk Settings

2019 Agent Team

2020 Application Gateway

2021 Enterprise Agent Group

2022 Network Trunk Group

2023 Service Array

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
633
 Field Values
Object Types: User Variable

Object Type Meaning

Values

2024 Device Target (deprecated)

2025 Logical Interface Controller

2026 User Variable

2027 User Formula

2028 Schedule Report

2029 Network VRU Script

2030 Scheduled Target

2031 Network VRU

2032 Expanded Call Variable

2033 Campaign

2034 Dialer

2035 Import Rule

2036 Query Rule

2100 System

2101 Network Interface

2102 Peripheral Global

2103 Call

2104 Network/Peripheral

Object Types: User Variable

The ObjectType field in the User Variable Table (see User_Variable, on page 576) takes one of these values:
• 0 = Unknown
• 1 = Service
• 2 = Skill Group
• 3 = Agent
• 4 = Translation Route
• 5 = Agent Administration Group
• 6 = Announcement

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
634
Field Values
Object Types: User Variable

• 7 = Call Type
• 8 = Enterprise Service
• 9 = Enterprise Skill Group
• 10 = Region
• 11 = Dialed Number
• 12 = Logical Interface Controller
• 13 = Physical Interface Controller
• 14 = Peripheral
• 15 = Routing Client
• 16 = Trunk Group
• 17 = Route
• 18 = Peripheral Target
• 19 = Label
• 20 = Master Script
• 21 = Script Table
• 22 = Script Table Column
• 23 = Script
• 24 = Schedule
• 25 = ICR View
• 26 = View Column
• 27 = Network Trunk Group
• 28 = Service Array
• 29 = Application Gateway
• 30 = Device Target (deprecated)
• 31 = User Variable
• 32 = User Formula
• 33 = Network VRU Script
• 34 = Scheduled Target
• 35 = Network VRU
• 36 = Skill Group Member
• 37 = Expanded Call Variable
• 38 = Agent Team

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
635
 Field Values
Peripheral Real Time Status Field

• 39 = Campaign
• 40 = Dialer
• 41 = Import Rule
• 42 = Query Rule
• 43 = Campaign Query Rule
• 44 = Dialer Port Map
• 45 = Message Category
• 46 = Message Destination
• 47 = Response Template

Peripheral Real Time Status Field

The Status field in the Peripheral Real Time table (see Peripheral_Real_Time, on page 326) can take these
values:
The current failure state of the peripheral is indicated by the status code:
• 0 = normal operation. The JTAPI Subsystem must be in service and all other subsystems are in service.
• 1 - 31 = failures that do not affect functionality. The JTAPI Subsystem must be in service and some other
subsystems are not in service.
• 32-63 = degraded operation (call routing still possible). The JTAPI Subsystem is in partial service and
all other subsystems are in service.
• 64 = no call processing
The JTAPI Subsystem is out of service and all other subsystems are in service.
• 65 - 127 = failures that prevent call routing
The JTAPI Subsystem is out of service and some other subsystems are not in service.
The JTAPI Subsystem reports "in service" if it can process calls and if all the configuration you specify
can be initialized.
It reports "out of service" if it is not configured, if the CTI Manager is down, or if all of its configuration
could not be initialized.
It reports "partial service" if some of its configuration could be initialize but not all of it.
When we are in a range, the Unified IP IVR simply increases the status by one for each subsystem (except
the JTAPI subsystem) it finds to not be in service.
These values are dependant upon the peripheral connected to the PIM.
All PIMs use the previously discussed status codes, with the exception of the Avaya and the Unified IP
IVR PIMs.
The Email and Web Manager PIM receives its Status values from the Init event and the Status event.
The VRU PIM receives its status values from the Init Event, the Status Event, and Poll confirmation.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
636
Field Values
Reason Codes

• The Avaya PIM only uses four failure states:

0 = normal operation.
1 = failures that do not affect functionality.
32 = degraded operation (call routing still possible).
64 = failures that prevent call routing.

Reason Codes
In addition to reason codes that you have defined, the Unified CCE system uses predefined Not Ready and
Logout reason codes. The following tables describe these predefined Not Ready and Logout reason codes.
For more information see the Cisco Unified Contact Center Enterprise Reporting User Guide. Also refer to
the Reason_Code table.

Predefined Not Ready Reason Code

999 A Finesse supervisor forced an agent state change.

50002 A CTI client component failed, causing the agent state

to be displayed as Not Ready. This could be due to
closing the agent desktop application, heartbeat
timeout, or a CTI server client failure (such as
Finesse).

50005 The agent's state was changed to Not Ready because

the agent either answered or made a non-ACD call.

50010 The agent did not receive multiple consecutive calls

routed to him/her. The system makes the agent Not
Ready automatically so that additional calls are not
routed to the agent. By default, the number of
consecutive calls missed before the agent is made Not
Ready is 2.

51004 This reason codes applies if an agent logs onto an

extension which already has a call or if the agent is
on a call when the PG restarts.

50041 The agent's state was changed to Not Ready because

the call fails when the agent's phone line rings busy.

32767 The agent's state was changed to Not Ready because

the agent did not answer a call and the call was
redirected to a different agent or skill group.

32762 The agent's state was forcibly changed to Not Ready

state to allow Agent to dial from ready state.

20001 The agent's state was changed to Not Ready and the
agent was forcibly logged out.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
637
 Field Values
Reason Codes

Predefined Not Ready Reason Code

20002 This is the normal logout reason code condition from

Not Ready.

20003 If the agent is not in Not Ready state, a request is

made to place the agent in Not Ready state and then
a logout request is made to log the agent out.

Supervisor Not Ready This code is reserved.

Predefined Logout Reason Code Description

-1 The agent reinitialized due to peripheral restart.

-2 The PG reset the agent, normally due to a PG failure.

-3 An administrator modified the agent's extension while

the agent was logged in.

50002 A CTI client component failed, causing the agent state

to be displayed as logged out. This could be due to
closing the agent desktop application, heartbeat
timeout, or a CTI client failure (such as Finesse).

50003 The agent was logged out because the Unified CM

reported the agent's device as out of service.

50004 The agent was logged out due to agent inactivity as

configured in agent desk settings.

50020 For reskilling operations on active agents, the agent

was logged out of the skill group due to a reskilling
operation that removed the skill group assignment to
that agent. This reason code is used in the
Agent_Event_Detail record and the
Agent_Skill_Group_Logout record to identify the
skill group the agent was removed from (due to the
reskilling operation).

50030 The agent was logged out because the agent was
logged into dynamic device target that was using the
same dialed number (DN) as the PG static device
target.
Note Device target is deprecated.

50040 The mobile agent was logged out because the call
failed.

50042 The mobile agent was logged out because the phone
line disconnected when using nailed connection mode.

20003 Forces the logout request.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
638
 Field Values
Service Fields

Predefined Logout Reason Code Description

999 A supervisor forced an agent state change to Logout.

Service Fields
The Unified ICM/Unified CCE software can use any of three formulas to calculate the service level for a
service.
The formulas differ in the way they treat calls that were abandoned before the service level threshold expired.
The value of the ServiceLevelType field indicates the type of service level calculation used.

Value Meaning

0 Use default value from Peripheral record.

1 Ignore Abandoned Calls. Remove the abandoned calls from the calculation.

2 Abandoned Calls have negative impact. Treat abandoned calls as though they exceeded the service
level threshold.

3 Abandoned Calls have positive impact. Treat abandoned calls as though they were answered within
the service level threshold.

Note that regardless of which calculation you choose, the system software always tracks separately the number
of calls abandoned before the threshold expired.
In addition to tracking the service level as calculated by the system software, the historical and real-time tables
also track the service level as calculated by the peripheral.
In the Peripheral (see Peripheral, on page 317), the PeripheralServiceLevelType field indicates how the
peripheral itself calculates the service level. Aspect CallCenter ACDs can calculate service level in several
different ways.
Valid options for Aspect types are:
• 1 = Service Level 1
• 2= Service Level 2
• 3= Service Level 3
• 4= Service Level as Calculated by Call Center.
If this field is 0 for a service, the system software assumes the default specified for the associated
peripheral.
If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

If the peripheral is not an Aspect ACD, the type must be 4 (calculated by the peripheral).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
639
 Field Values
Service Real Time: Service Mode Indicator Field

Service Real Time: Service Mode Indicator Field

In the Service_Real_Time Table (see Service_Real_Time, on page 461), the ServiceModeIndicator field
indicates the current mode of the service.

Value Meaning

1 Day Service

2 Night Service

3 Closed with Answer

4 Closed with No Answer

5 Transition

6 Open

13 Pilot Status Other

Target Types: Script Cross Reference and Scheduled Report

Input
For the Script Cross Reference table (see Script_Cross_Reference, on page 430) the TargetType field indicates
the type of object referenced by the script. That is, it indicates the table referenced by the
Script_Cross_Reference.ForeignKey field.
For the Scheduled Report Input table (see Schedule_Report_Input, on page 424), the Target Type is a unique
identifier for the report input row.

Target Type Meaning

Values

0 Unknown

1 Service

2 Skill Group

3 Agent

4 Translation Route

5 Agent Administration Group

6 Announcement

7 Call Type

8 Enterprise Service

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
640
Field Values
Target Types: Script Cross Reference and Scheduled Report Input

Target Type Meaning

Values

9 Enterprise Skill Group

10 Region

11 Dialed Number

12 Logical Interface Controller

13 Physical Interface Controller

14 Peripheral

15 Routing Client

16 Trunk Group

17 Route

18 Peripheral Target

19 Label

20 Master Script

21 Script Table

22 Script Table Column

23 Script

24 Schedule

25 ICR View

26 View Column

27 Network Trunk Group

28 Service Array

29 Application Gateway

30 Device Target (deprecated)

31 User Variable

32 User Formula

33 Network VRU Script

34 Scheduled Target

35 Network VRU

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
641
 Field Values
Target Types: Script Cross Reference and Scheduled Report Input

Target Type Meaning

Values

36 Skill Group Member

37 Expanded Call Variable

38 Agent Team

39 Campaign

40 Dialer

41 Import Rule

42 Query Rule

43 Campaign Query Rule

44 Dialer Port Map

45 Message Category

46 Message Destination

47 Response Template

48 Enterprise Route

49 Person

50 Media Routing Domain Member

51 Media Routing Domain

52 Application Path

53 Peripheral MRD

54 Script Queue Meters

55 Campaign Target Sequence

56 Microapp Defaults

57 Microapp Currency

58 Microapp Locale

59 Object Call

60 Dialer Skill Group

61 ECC Payload

62 Call Type Skill Group

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
642
 Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

Target Type Meaning

Values

63 Translation Route Meters

64 Attribute

65 Precision Queue

66 Precision Queue Step

67 Precision Queue Term

68 Precision Queue Step Member

69 Attribute Set

70 Attribute Set Member

71 Precision Queue Member

72 Congestion Control

73 Precision Queue Step Meter

80 Contact Share Group

81 Machine Address

82 Machine Host

83 Machine Service

84 Department

85 Contact Share Rule

86 Contact Share Queue

The Script_Cross_Reference.LocalID field indicates the script object that references the target. The
Script_Cross_Reference.ForeignKey indicates the specific configuration record referenced.

Termination Call Detail: Call Disposition and CallDispositionFlag

Fields
The Termination Call Detail Table (see Termination_Call_Detail, on page 540) has two fields that provide
details on why the call was considered handled, abandoned, and so forth.
The Call Disposition field gives the final disposition of call (or how the call terminated).
• 1 = Abandoned in Network
In Unified ICM, indicates the call was abandoned, or dropped, before being terminated at a target device
(for instance, an ACD, IVR, Desklink, etc.).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
643
 Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

In Unified CCE, indicates that the call was routed to an agent but it never arrived or arrived after the
PIM reservation timed-out. (The default timeout is 30 seconds.) An agent will be set to Not Ready if it
misses two consecutive routed calls, Peripheral Call Type will normally be two, and the Call Type ID
and Network Target ID will be filled in.
In Outbound Option, this result code indicates customer phone not in service.
• 2 = Abandoned in Local Queue
In Unified ICM, indicates the call was abandoned in the ACD queue while queued to an ACD answering
resources (for instance, a skill group, voice port, trunk, etc.)
In Unified CCE. Indicates that VRU Peripheral call was abandoned while in the queue (only for VRU
LEG call type).

Note VRU Service Control Queue Reporting has to be enabled.

In Outbound Option, this result code indicates an outbound call was abandoned either by the customer
or dialer.
• 3 = Abandoned Ring
In Unified ICM, indicates the call was abandoned while ringing at a device. For example, the caller did
not wait for the call to be answered but hung up while the call was ringing.
In Unified CCE, indicates that the caller hung up while phone was ringing at the agent desktop.
• 4 = Abandoned Delay
In Unified ICM, indicates the call was abandoned without having been answered but not while ringing
or in a queue. Typically, a call marked Abandoned Delay was delayed due to switch processing. Because
of the delay, the caller ended up dropping the call before it could be answered.
In Unified CCE, indicates that the destination was not connected when the call terminated. This might
mean that:
• The agent logged out
• The agent picked up the phone and then hung up without dialing digits.
• Route requests were logged on the Cisco Communication Manager PG that were not immediately
redirected to an agent.

• 5 = Abandoned Interflow
In Unified ICM, indicates an interflow call that dropped before the call could be handled by an answering
resource. Interflow calls are calls between ACDs. Abandoned Interflow is supported only by PIMs that
track interflow calls. Currently, this includes only the Aspect CallCenter PIM.
Does not apply to Unified CCE.
• 6 = Abandoned Agent Terminal
In Unified ICM, indicates the call was dropped while being held at an agent device. For example, the
caller is connected to an agent; the agent puts the caller on hold; the caller gets tired of waiting and hangs
up.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
644
Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

In Unified CCE, indicates that the caller hung up while on hold on the Unified CM PG, which generally
indicates a training issue for the agent. On the VRU PG with Service Control Queue reporting checked,
this normally indicates caller abandoned..
• 7 = Short
In Unified ICM, indicates the call was abandoned before reaching the abandoned call wait time. Short
calls are technically abandoned calls, but they are not counted in the Unified ICM CallsAbandoned counts
for the associated service/route. Short calls are, however, counted as offered calls in the CallsOffered
and ShortCall counts.

Note When the short call abandon timer is configured, single step transfers (local
transfers), being blind transfers by definition, have a Call Disposition of 7
(short call abandon) and a Peripheral Call Type of 4 (transfer)

Also applies to Unified CCE. In addition, route requests would be counted as short calls if so configured.
• 8 = Busy
Not used in Unified ICM.
Does not apply to Unified CCE.
In Outbound Option, this result code indicates an outbound call resulted in a busy signal.
• 9 = Forced Busy
The call was made busy by the ACD because there were no answering resources available to handle the
call. Currently, only the Avaya Aura PIM supports Forced Busy.
Does not apply to Unified CCE.
• 10 = Disconnect/drop no answer
Only the Meridian PIMs support the disconnect/drop no answer call disposition. For the Meridian ACD,
disconnect/drop no answer indicates that the ACD performed a "forced disconnect" .Disconnect/drop no
answer calls are counted as either abandoned or short calls in the system software's service and route
tables.
In Unified CCE, indicates that an agent-initiated call was not answered. (If agent picked up the phone
but did not dial any digits, the CallDisposition would be 4, Abandoned Delay.)
• 11 = Disconnect/drop busy
Does not apply to Unified CCE.
• 12 = Disconnect/drop reorder
Does not apply to Unified CCE.
• 13 = Disconnect/drop handled primary route
In Unified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred.
These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables.
In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PG
and handled without a transfer or conference. This call disposition is also used for non-routed calls
handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by the

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
645
 Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

VRU. However, it does not indicate if the caller abandoned or disconnected the call after the call was
handled by the VRU.
Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail
records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and
ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields
indicate that the caller abandoned the call when the call was at the VRU.
• 14 = Disconnect/drop handled other In Unified ICM and Unified CCE, indicates the call was handled
by a non-agent or unmonitored device (for example, a voice mail system). These calls are counted as
handled calls in Unified ICM schema's service, route, and skill group tables.
• 15 = Redirected / Rejected
In Unified ICM, this indicates the call was redirected such that the PIM no longer can receive events
for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example,
the call might have been redirected to a non-Unified ICM monitored device and then returned to the
switch with a different call ID. The Unified ICM generates the Termination Call Detail record with only
the data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in
the Unified ICM service and route tables.
In Unified CCE, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead
of 4 (Abandon Delay) when:
• A call leaves a CTI route point to be sent to an IVR.
• An agent transfers the call to another skillgroup and no agent is available, so the call is sent to an
IVR.

• 16 = Cut Through
Not currently used.
• 17 = Intraflow
Not currently used.
• 18 = Interflow
Not currently used.
• 19 = Ring No Answer
Not currently used in Unified ICM.
In Unified CCE, this indicates the call wasn't answered by the agent within the Ring No Answer Time
(set in the agent desktop setting in Unified ICM Configuration) or that the call was pulled back because
of no answer as a result of CVP's RNA timeout expiring.
For nonvoice tasks, this indicates a RONA condition. The task was not accepted within the MRD
TaskStartTimeout.
In Outbound Option, this result code indicates an outbound call was not answered in the alloted time.
• 20 = Intercept reorder
Does not apply to Unified CCE.
In Outbound Option, this result code indicates the Dialer did not receive a ring back from the ACD on
the network.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
646
Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
647
 Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
648
Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

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

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
649
 Field Values
Termination Call Detail: Call Disposition and CallDispositionFlag Fields

This code simplifies the process of distinguishing interim from final TCD records at reporting or extract
time.
Records that contain this CallDisposition code are considered interim records.
OPC will be changed to set a new "PartialCall" EventCause when it receives a GEO_NewTransaction_Ind
message from any PIM, and OPC's EventCauseToDisposition() needs to translate that EventCause to
the new "PartialCall" CallDisposition.
• 54 = Drop Network Consult
A Network Consult was established, and the agent then reconnected.

Note The consult leg would have this disposition for a successful single step
transfer.

• 55 = Network Consult Transfer

The Network Consult was established, and then the transfer was completed.
• 57 = Abandon Network Consult
The Network Consult was never established (ringing, but not answered), and the agent gives up and
reconnects.

Note This disposition will also be reported on a consult leg for a successful
network consult transfer.

• 58 = Router Requery Before Answer

Router Received a Requery Event from CVP before the Agent PG indicated the call was answered by
an agent.
• 59 = Router Requery After Answer
Router Received a Requery Event from CVP after the Agent PG indicated the call was answered by an
agent.
• 60 = Network Error
Router received a Network Error for a call targeting an agent before the call arrived to the agent.
• 61 = Network Error Before Answer
Router Received a Network Error Event from CVP before the Agent PG indicated the call was answered
by an agent.
• 62 = Network Error After Answer
Router Received a Network Error Event from CVP after the Agent PG indicated the call was answered
by an agent.
• 63 = Task Transfer

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
650
 Field Values
Termination Call Detail: Peripheral Call Type

The task was transferred. The initiating application sent a new task request to CCE for routing that
includes the task id of the first task.
• 64 = Application Disconnected
Used for single ApplicationPath failures, for ApplicationInstances supporting multiple Client Connections
using the same ApplicationPath (UQ.Path). In this case the Application Path is not considered down,
because the other client instance of the Application is still connected. This occurs when a TaskLive
timeout occurs or and agent logs in again to the ApplicationPath.
• 65 = Task Transferred on Agent Logout
The agent logged out of the MRD with an active task, and the task was transferred.
• 66 = Pick / Pull Request Error
The pick or pull request failed.

The CallDispositionFlag field provides detail on the call disposition.

Flags are:
• DBCDF_HANDLED = 1
• DBCDF_ABANDONED = 2
• DBCDF_SHORT = 3
• DBCDF_ERROR = 4
• DBCDF_REDIRECTED = 5
• DBCDF_REQUERY = 6
• DBCDF_INCOMPLETE = 7

Termination Call Detail: Peripheral Call Type

The PeripheralCallType field in the Termination Call Detail Table (see Termination_Call_Detail, on page
540) offers information about the type of the call as reported by the peripheral.
Valid settings for this field are:
• 1 = ACD In
In Unified ICM (VRU PG), all calls are of this type.
In Unified CCE (Unified CM PG), generally indicates that this is a post-route request.
• 2 = Pre-Route ACD In
In Unified CCE, indicates call was routed to this destination so the Unified CM PG has routing information
to associate with the call (router call key, call context).
• 3 = Pre-Route Direct Agent
Does not apply to Unified CCE.
• 4 = Transfer In

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
651
 Field Values
Termination Call Detail: Peripheral Call Type

In Unified CCE, indicates the call was transferred from another agent or device. The name value is
misleading because it is used for calls transferred in or out.
• 5 = Overflow In
Does not apply to Unified CCE.
• 6 = Other In
In Unified CCE, used for inbound calls that do not have route information/call context associated. Applies
to a call coming from an agent from the same peripheral.
• 7 = Auto Out
In Outbound option, indicates a Predictive /Progressive customer call.
• 8 = Agent Out
Does not apply to Unified CCE.
• 9 = Out
In Unified CCE, indicates call was placed outside the Unified CM cluster or that a network reached
event was received.
• 10 = Agent Inside
• 11 = Offered
Does not apply to Unified CCE.
• 12 = Consult
• 13 = Consult Offered
• 14 = Consult Conference
Does not apply to Unified CCE.
• 15 = Conference , Supervisor Barge In

Note Supervisor Barge In is specified as returning a PeripheralCallType of 23,

but currently returns 15, Conference, in the Termination Call Detail Table.

• 16 = Unmonitored
Does not apply to Unified CCE.
• 17 = Preview
In Outbound Option indicates a Preview/Callback customer call.
• 18 = Reserved
In Outbound Option indicates a Reservation call.
• 19 = Supervisor Assist
• 20 = Emergency Call

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
652
Field Values
Termination Call Detail: Peripheral Call Type

• 21 = Supervisor Monitor
• 22 = Supervisor Whisper
Does not apply to Unified CCE.
• Supervisor Barge In

Note Supervisor Barge In is specified as returning a PeripheralCallType of 23,

but currently returns 15, Conference, in the Termination Call Detail Table.

• 24 = Supervisor Intercept
• 25 = Task Routed by Unified CCE
Call type for nonvoice tasks routed by Unified CCE.
• 26 = Task Started by Application Instance
Call type for nonvoice tasks started by an agent or application.
• 27 = Reservation Preview
Call type for Outbound Option Reservation calls for Preview mode.
• 28 = Reservation Preview Direct
Call type for Outbound Option Reservation calls for Direct Preview mode.
• 29 = Reservation Predictive
Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode.
• 30 = Reservation Callback
Call type for Outbound Option Reservation calls for Callback calls.
• 31 = Reservation Personal Callback
Call type for Outbound Option Reservation calls for Personal Callback calls.
• 32 = Customer Preview
Call type for Outbound Option Customer calls for Preview mode.
• 33 = Customer Preview Direct
Call type for Outbound Option Customer calls for Direct Preview mode.
• 34 = Customer Predictive
Call type for Outbound Option Customer calls for Predictive mode and Progressive mode for agent-based
campaigns.
• 35 = Customer Callback
Call type for Outbound Option Customer calls for callback calls.
• 36 = Customer Personal Callback
Call type for Outbound Option Customer calls for personal callback calls.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
653
 Field Values
Trunk Type

• 37 = Customer IVR
Call type for Outbound Option Customer calls for Transfer to IVR campaigns.
• 38 = Non-ACD Call
Call type for Multi-Line Agent. Agent placed or received a call on a secondary extension. In an agent
to agent call that includes both an ACD line and a non-ACD line, the ACD line attributes take precedence.
• 39 = Play Agent Greeting
Route request to play an Agent Greeting.
• 40 = Record Agent Greeting
Agent call for recording an Agent Greeting.
• 41 = Voice Callback
Agent call for outbound Voice Callback.
• 42 = Switch Leg
Switch Leg for VRU Peripheral call.

Note Identifies the switch leg of the call at CVP, deployed as a Type 10 VRU.

• 43 = VRU Leg
VRU Leg for VRU Peripheral call.

Note Identifies the VRU leg of the call at CVP, deployed as a Type 10 VRU.
(This is only classified as VRU leg, if Queue Reporting has been enabled
for the corresponding VRU PG, using Peripheral Gateway Setup). If enabled,
calls abandoned in queue will have an Abandoned call disposition for the
VRU leg of the call, instead of a Handled call disposition, which helps in
identifying individual calls that were abandoned while being queued at
CVP. The abandoned call disposition is restricted to only queued calls, and
not to Self-service calls.

• 44 = Pick Request
Pick request from a non-Voice queue.
• 45 = Pull Request
Pull request from a non-Voice queue.

Trunk Type
The Type field in the Trunk Table (see Trunk, on page 562) allows these values to indicate the type of trunk:
• 1 = Local C.O.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
654
Field Values
Trunk Type

• 2 = Foreign Exchange
• 3 = WATS
• 4 = DID/DNIS
• 5 = PRI
• 6 = Tie Line
• 7 = Interflow

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
655
 Field Values
Trunk Type

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
656
 CHAPTER 5
Database Rules
• Blended Agent Tables (Outbound Option), on page 657
• Business Hours Tables, on page 659
• Contact Sharing Tables, on page 659
• Device Tables, on page 659
• Enterprise Tables, on page 660
• Media Routing Tables, on page 661
• Route Tables, on page 661
• Schedule Tables, on page 662
• Script Tables, on page 663
• Security Tables, on page 663
• Skill Target Tables, on page 664
• System Tables, on page 665
• User Preferences Tables, on page 666
• VRU Micro-applications Tables, on page 666

Blended Agent Tables (Outbound Option)

To see a list and an illustration of the Blended Options tables, see Blended Agent (Outbound Option), on page
588.
With the optional Outbound Option feature, you can configure a contact center for automated inbound and
outbound calling activities.
The Blended Agent Options (see Blended_Agent_Options, on page 94) contains all options that are global
to a Blended Agent deployment, such as time parameters for calling a contact.
Campaign and Query Rules
A campaign delivers outgoing calls to agents for a specific purpose or goal. The goal might be to send a
particular message (for example, to invite current clients to take advantage of a new service) or make a
particular query (for example, to inquire about an account).
A query rule is a SQL filter function that selects contact records and associates those records with a campaign.
Contact records are selected from import lists you provide to the Blended Agent software.
The Campaign (see Campaign, on page 152) contains information for all the campaigns defined in a Outbound
Option implementation. (There is a single row for every configured campaign.)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
657
 Database Rules
Blended Agent Tables (Outbound Option)

The Campaign Half Hour (see Campaign_Half_Hour, on page 161) provides historical reporting for campaign
attributes.
The Campaign Query Rule (see Campaign_Query_Rule, on page 162) is a cross-reference table between the
Campaign table and the Query Rule Table.
The Campaign Skill Group (see Campaign_Skill_Group, on page 180) is a cross-reference table between
Campaign table and the Skill Groups table. It defines the association between skill groups and campaigns.
The Campaign Target Sequence (see Campaign_Target_Sequence, on page 182) contains the target type and
sequence with which numbers are dialed within a campaign.
The Campaign Query Rule Real Time (see Campaign_Query_Rule_Real_Time, on page 171) and Campaign
Query Rule Half Hour (see Campaign_Query_Rule_Half_Hour, on page 165) provide statistics on particular
Campaign-Query Rule combinations.
The Query Rule Clause (see Query_Rule_Clause, on page 356) contains the SQL rules associated with each
query rule. There is a single row for each configured query rule.
The Query Rule (see Query_Rule, on page 354) is a cross-reference table between Query Rule Clause table
and the Import Rule table.
Import Rules
An import rule defines how Blended Agent imports data from an import list into a contact table. The information
in the contact table can then be used to build a dialing list.
An import list is a raw set of customer contacts (in text file format) that can be imported into a contact table
and used to build a dialing list. The import list may also be referred to as an import file or a contact file. The
import list is associated with a particular campaign and query rule.
The Import Rule (see Import_Rule, on page 267) contains a list of all the import rules and their associated
import lists.
The Import Rule Real Time (see Import_Rule_Real_Time, on page 274) and the Import Rule History (see
Import_Rule_History, on page 273) contain statistics on the Outbound Option imports and the success rate of
the imports.
The Import Rule Clause (see Import_Rule_Clause, on page 271) defines the portions of an import list to be
imported by the Blended Agent Import Rule process.
Dialers
The dialer is is used in Outbound Option to define the relationship between skill groups, the ACDs to which
they are connected, and the ports on a dialer board. The settings you assign to the dialer control how it handles
dialing from your location and how it responds to answering machines or human voices. Several database
tables control dialer configuration and record statistics.
The Dialer (see Dialer, on page 215) contains configuration information for each dialer in a Outbound Option
implementation.
The Dialer Port Map (see Dialer_Port_Map, on page 232) maps port numbers on the dialer to the ports on the
ACD, and identifies the ACD stations and their mapping to dialer ports.
Two reporting tables, Dialer Real Time (see Dialer_Real_Time, on page 235) and Dialer Half Hour (see
Dialer_Half_Hour, on page 226) provide statistics for reporting on dialer execution.
Two reporting tables, Dialer Skill Group Real Time (see Dialer_Skill_Group_Real_Time, on page 242) and
Dialer Skill Group Half Hour (see Dialer_Skill_Group_Half_Hour, on page 238) provide reports on campaigns
running on a dialer.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
658
 Database Rules
Business Hours Tables

The Dialer Detail (see Dialer_Detail, on page 220) is a historical table that saves the detailed dialer records
that allow enhanced troubleshooting and tracking of dialer attempts, agent-skipped calls, and termination
codes.

Business Hours Tables

To see a list and an illustration of the Business Hour tables, see Business Hours, on page 589.
Business_Hours, on page 102 contains one entry for each business hour and maps to business hour reason,
time zone, and department.
Business_Hours_Real_Time, on page 104 maps to business hours.
Business_Hours_Reason, on page 105 contains one entry for each business reason.
Special_Day_Schedule, on page 534 contains one entry for each special day schedule and maps to business
hour and business reason.
Time_Zone_Location, on page 558 contains time zones from the system and maps to business hour.
Week_Day_Schedule, on page 584contains one entry each for weekday schedule and maps to business hour.

Contact Sharing Tables

To see a list and an illustration of the Contact Sharing tables, see Contact Sharing, on page 590.
A Contact Share Group (see the Contact_Share_Group, on page 199) applies to a group of contact share
precision queues and/or skill groups.
Each Contact Share Group Member (see the Contact_Share_Group_Member, on page 200) contains one or
more contact share queues.
Each Contact Share Queue (see the Contact_Share_Queue, on page 201) maps to either a skill group or a
precision queue using a TargetQueueID.
A Contact Share Rule (see the Contact_Share_Rule, on page 202) applies for all contact share precision queues
or skill groups within a contact share group.

Device Tables
To see a list and an illustration of the Device tables, see Device, on page 591.
A Logical Interface Controller (see Logical_Interface_Controller, on page 281) is either a Peripheral Gateway
(PG) or a Network Interface Controller (NIC) .
Each logical interface controller maps to a Physical Interface Controller (see Physical_Interface_Controller,
on page 336). If NICs are duplexed, each NIC in the duplexed pair maps to a separate Physical Interface
Controller. A duplexed pair of PGs share a single Physical Interface Controller.
A Routing Client (see Routing_Client, on page 403) is a service, such as AT&T, MCI, or Sprint, or a switch
within a private network. If a logical interface controller is a NIC, it has one or more associated routing clients.
If a logical interface controller is a PG, it may have one or more associated routing clients (if peripherals
managed by the PG support Post-Routing)

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
659
 Database Rules
Enterprise Tables

Each routing client may have one or more associated Dial Number Plans (see Dial_Number_Plan, on page
214).
A Peripheral (see Peripheral, on page 317) is an ACD, PBX, or VRU . Each peripheral is associated with a
Peripheral Gateway.
Trunks
Each peripheral has one or more Trunk Groups (see Trunk_Group, on page 563). The public telephone network
may group trunks differently, so each PG may have one or more Network Trunk Groups (see
Network_Trunk_Group, on page 303).
Each Trunk Group contains one or more Trunks. Each trunk belongs to one trunk group.
Statistics
At Five-Minute intervals status information is produced for each Routing Client (see Routing_Client, on page
403).
Statistics are produced for each Trunk Group in Real-Time, at Five-Minute intervals, and every Half-hour.
Statistics are also produced for each Network Trunk Group in Real-Time and at Half-hour intervals.
Each Peripheral can have a Default Route (see Route, on page 370) that is used to account for calls at the
peripheral that are not associated with any other route.
Real-time statistics are generated for each Peripheral.
For some peripheral types, you must specify what entities to collect data for by including them in the Peripheral
Monitor (see Peripheral_Monitor, on page 324).
Multiple PIM Types
The Unified ICM PG can support multiple device types (for example, ACDs and VRUs). Each device type
requires a separate Peripheral Interface Manager (PIM). In cases where ACD and VRU PIMs are controlled
by the same PG, you must specify how VRU ports map to ACD ports or trunks.
Service Level Threshold
The Service Level Threshold (see Service_Level_Threshold, on page 459) contains information on how the
system software calculates the service level. Each row defines the service level threshold default values for
a particular Peripheral-Media Routing Domain pair.

Enterprise Tables
To see an illustration and a list of the Enterprise tables, see Enterprise, on page 594.
Each Route (see Route, on page 370) can belong to one or more Enterprise Routes (see Enterprise_Route, on
page 246).
The Enterprise Route Member (see Enterprise_Route_Member, on page 247) maps Routes to Enterprise Routes.
Each Skill Group (see Skill_Group, on page 480) can belong to one or more Enterprise Skill Groups (see
Enterprise_Skill_Group, on page 249).
The Enterprise Skill Group Member (see Enterprise_Skill_Group_Member, on page 250) maps Skill Groups
to Enterprise Skill Groups.
Each Service (see Service, on page 439) can belong to one or more Enterprise Services (see Enterprise_Service,
on page 247).

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
660
 Database Rules
Media Routing Tables

The Enterprise Service Member (see Enterprise_Service_Member, on page 248) maps services to enterprise
services.
Each Peripheral Gateway (PG) can have one or more associated Service Arrays (see Service_Array, on page
442).
Each Service Array (see ) Service_Array, on page 442 contains one or more Services (see Service, on page
439); but all services in an array must be from peripherals associated with the same PG.
The Service Array Member (see Service_Array_Member, on page 444) maps Services (see Service, on page
439) to Service Arrays.

Media Routing Tables

To see an illustration and a list of the Media Routing tables, see Media Routing, on page 596.
Application_Instance, on page 85 contains configuration data about external application instances. The data
in this table enables the system software to identify application instances and grant them access to the
Configuration Management Service (CMS).
Application_Path, on page 86 defines a path from a registered application instances to a CTI Server.
Applications need an interface to CTI Server in order to report logins, agent states, and task messages to the
system software.
Application_Path_Real_Time, on page 88 provides real-time status and connection data for application paths.
Application_Path_Member, on page 88 defines the Media Routing Domains (MRDs) that use a particular
application path.
Media Class is a combination or single instance of physical media that are to be treated as a single concept
by Unified ICM/Unified CCE software.
Media_Class, on page 296 defines a type of media class. This table is populated initially with default media
classes.
Media Routing Domain (MRD) is a collection of skill groups and services that are associated with a common
communication medium.
Media_Routing_Domain, on page 297 describes a single implementation of a media class. For example, a
media class such as Cisco single-session chat might have one or more Media Routing Domains (MRDs)
defined. These MRDs would all be of the same media class. However, they might be on different servers or
handle slightly different types of requests.

Route Tables
To see an illustration and a list of all tables in the Route category, see Route, on page 598.
Unified ICM/Unified CCE selects a Route (see Route, on page 370) for each call. The route specifies a service
for the call and a skill target to handle the call. A skill target is a service, skill group, agent, or translation
route.
The Network Target (see Network_Target, on page 302) specifies a destination for a call. A network target
can be an Announcement (see Announcement, on page 74), a Peripheral Target (see Peripheral_Target, on
page 332) or a Scheduled Target (see Scheduled_Target, on page 426). A peripheral target is a trunk group on
which to deliver the call and a DNIS value to send with it. A scheduled target is a destination for which the

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
661
 Database Rules
Schedule Tables

Unified ICM/Unified CCE knows only the number of scheduled resources and the number of calls in progress.
For each scheduled target, the Unified ICM/Unified CCE maintains Scheduled Target Real Time data.
The routing client presents the Unified ICM/Unified CCE with a Dialed Number (see Dialed_Number, on
page 210). A dialed number can be an 800 number such as 800-555-1234, or a string such as "RTE.007." Each
Dialed Number can have a default route.
A route is associated with one or more Network Targets. The network target has one or more associated
Labels. A label is the string that is passed back to the network to indicate the appropriate target. The Dialed
Number Label (see Dialed_Number_Label, on page 212) indicates which labels are valid for each dialed
number (or you can choose to make all labels valid for a routing client valid for all of that routing client's
dialed numbers).
For each route, statistics are produced in Real Time, every Five Minutes, and every Half-hour.
A Route Call Detail (see Route_Call_Detail, on page 372) record is produced immediately after the Unified
ICM/Unified CCE determines a route. This records information about the request and the route determined
by the Unified ICM/Unified CCE.
A Termination Call Detail (see Termination_Call_Detail, on page 540) record is produced at the end of each
call. Data for this record comes from the Peripheral Gateway . It provides information about how the call was
handled at the peripheral. The Route Call Detail and Termination Call Detail are linked by the Day and
RouterCallKey fields.
A script may direct a call to a Network VRU (see Network_Vru, on page 308) associated with the routing
client. The script returns a label to the routing client. It may also specify a Network Vru Script (see
Network_Vru_Script, on page 310) to be executed by the VRU.

Schedule Tables
To see an illustration and a list of all tables in the Schedule category, see Schedule, on page 601.
With the optional Schedule Import feature, you can import schedules for each agent, skill group, and service
from a workforce management system.
Schedule, on page 415 contains one entry for each schedule.
Schedule_Import, on page 417 contains the actual scheduling data for various time periods.
Schedule_Import_Real_Time, on page 419 contains the scheduling data that is currently in effect.
Schedule_Source, on page 425 indicates where the data are imported from. Schedule_Map, on page 421 gives
the primary key value for the scheduling data in the source.
ICR_View, on page 264 indicates how the Schedule Import records for a schedule are to be interpreted.
View_Column, on page 578 indicates how to interpret each field in Schedule Import
Import_Schedule, on page 275 defines import processes to be run automatically at specified times.
Import_Log, on page 266 contains information about these import processes.
A schedule may recur daily, weekly, monthly, etc. The Recurring Schedule Map describes a recurrence pattern
for a schedule.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
662
 Database Rules
Script Tables

Script Tables
To see an illustration and a list of all tables in the Script category, see Script, on page 602.
The Unified ICM/Unified CCE classifies each incoming call into a Call Type (see Call_Type, on page 108)
based on a Dialed Number Map (see Dialed_Number_Map, on page 212). The mapping considers the dialed
number, caller-entered digits, and calling line ID. The calling line ID can be specified as a specific number,
a wildcard, or a Region (see Region, on page 361) composed of Prefixes. Each routing client may have a
Default Call Type (see Default_Call_Type, on page 205).
A script is a series of steps executed to determine the best route for a call or to perform periodic administrative
actions. You can create several versions of each script. General information about each script is stored in the
Master Script (see Master_Script, on page 294). Specific information about each version is stored in the Script
(see Script, on page 428). The binary representation of the script version is stored in the Script Data (see
Script_Data, on page 431) table. Each Script version has a Cross Reference for each database entity that it
references.
A Call Type Map (see Call_Type_Map, on page 125) associates one or more routing scripts to the call type
based on a schedule of when each script is active. An Admin Script Schedule Map (see
Admin_Script_Schedule_Map, on page 14) schedules a periodic administrative script. For each script version,
Real Time and Five-Minute data are produced. Also, Real-Time data are produced for each call type.
You can define User Variables (see User_Variable, on page 576) that you can set and reference in scripts.
Optionally, you can define Persistent Variables (see Persistent_Variable, on page 334) that retain their values
between script invocations. You can also define custom functions that are stored as User Formulas (see
User_Formula, on page 569). The expression associated with a custom function is stored in User Formula
Equation (see User_Formula_Equation, on page 570).
With the optional Gateway feature, a script can communicate with an external application. An Application
Gateway (see Application_Gateway, on page 78) represents such an external application. Each side of the
Central Controller can maintain a separate Connection for each Application Gateway. Unified ICM/Unified
CCE software also maintains Global default values for Application Gateway connections. Half-hour data are
produced for each Application Gateway.
With the optional Gateway SQL feature, a script can query an external database. The tables that can be accessed
are stored in Script Table (see Script, on page 428) and the specific columns in Script Table Column (see
Script_Table_Column, on page 436).
The Script Queue Real Time (see Script_Queue_Real_Time, on page 433) contains data on how tasks are
processed in a script queue.

Security Tables
To see an illustration and a list of all tables in the Security category, see Security, on page 606.
You might choose to restrict access to some objects in the Unified ICM/Unified CCE database to specific
users, specific groups of users, or to a specific entity (such as a division within a company). The enterprise
consists of one or more entities. The Business Entity (see Business_Entity, on page 101) defines the entities
within an enterprise.
The User Group (see User_Group, on page 571) defines groups of users or individual users who have specific
access rights. If a row in the User Group table defines a group, each user who is a member of that group is
configured in the User Group Member (see User_Group_Member, on page 573). Unified ICM/Unified CCE

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
663
 Database Rules
Skill Target Tables

software also uses the Sec Group (see Sec_Group, on page 437) and Sec User (see Sec_User, on page 438) to
track the state of user groups. The User Supervisor Map (see User_Supervisor_Map, on page 575) is used to
allow an agent to log in as a Supervisor.
The Feature Control Set (see Feature_Control_Set, on page 255) defines the different feature sets that may be
used by different users. One set of features may be mapped to multiple users.
Each individual item for which the Unified ICM/Unified CCE software controls access is an object. The
Object List (see Object_List, on page 313) contains information about these objects. The Ids (see Ids, on page
265) contains information about row-level security for objects. The Object Security (see Object_Security, on
page 314) defines the access that specific user groups have for specific objects.
The User Security Control (see User_Security_Control, on page 574) defines the access that specific users
have for specific objects. The possible access levels for each object are defined in the Object Access Xref
(see Object_Access_Xref, on page 312). The Unified ICM/Unified CCE software uses the Group Security
Control as an intermediate table to build User Security Control records.
A category of objects on which access is controlled is a class. The Class List (see Class_List, on page 190)
defines these categories. The Class Security (see Class_Security, on page 191) specifies the level of access a
user group has to a specific class. The access levels that are available for a class are specified in the Class
Access Xref (see Class_Access_Xref, on page 189).
The ClassID To ObjectType (see ClassID_To_ObjectType, on page 192) defines the mapping of classes to
objects.

Skill Target Tables

To see an illustration and a list of the Skill Target tables, see Skill Target, on page 608.
Peripheral Targets
Each peripheral can have many Services (see Service, on page 439), Agents, Skill Groups, and Translation
Routes (see Translation_Route, on page 559). These entities are collectively known as Skill Targets (see
Skill_Target, on page 533).
Each agent can be assigned to an team of agents (see Agent_Team, on page 71). Teams are for monitoring
purposes only; they are not used for routing calls. The Agent Team Member (see Agent_Team_Member, on
page 73) maps agents to teams.
The Agent Team Supervisor (see Agent_Team_Supervisor, on page 74) is a configuration table that specifies
the mapping of supervisors to agent teams.
For agents that are not associated with an ACD, you can define Agent Desk Settings (see Agent_Desk_Settings,
on page 20), which specify features available and how the Unified ICM handles certain state changes for an
agent.
A Person (see Person, on page 315) record provides primary identification and authentication for all system
users, including both agents and administrators.
Each service has one or more associated skill groups. Each skill group can be associated with one or more
service. The Service Member (see Service_Member, on page 460) maps skill groups to services.
Each Skill Group has one or more member agents. Each agent can be associated with one or more skill groups.
The Skill Group Member (see Skill_Group_Member, on page 516) maps agents to skill groups.
For some peripherals, a base Skill Group can have multiple related Skill Groups with different priorities.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
664
 Database Rules
System Tables

Statistics
Real-Time statistics are produced for each Agent (see Agent, on page 16), Skill Group (see Skill_Group, on
page 480), Service (see Service, on page 439, and each Skill Group Member (see Skill_Group_Member, on
page 516).
At Five-Minute intervals statistics are produced for each Skill Group (see Skill_Group, on page 480) and
Service (see Service, on page 439).
Every Half-hour, statistics are produced for each Skill Group (see Skill_Group, on page 480), Service (see
Service, on page 439), and Translation Route (see Translation_Route, on page 559).
For each agent, the Unified ICM/Unified CCE software maintains a State Trace, which tracks the states an
agent has been in. When an agent logs out, the Unified ICM/Unified CCE software creates an Agent Logout
record (see Agent_Logout, on page 35).

System Tables
To see an illustration and a list of the System tables, see System, on page 612.
Application_Event, on page 75 contains information about application events generated by the Unified
ICM/Unified CCE software. This is a subset of the events reported in the Event table.
AWControl, on page 93 maintains information about the Admin Workstation and its local database.
Config_Message_Log, on page 195 contains database system information.
Controller_Time, on page 202 contains the current time as kept by the Central Controller.
Event, on page 251 contains information about system events generated by the Unified ICM/Unified CCE
software.
ICR_Globals, on page 256 contains some general information about the system.
ICR_Locks, on page 261 contains a row for each database lock currently held.
Logger_Admin, on page 278 maintains information about scheduled administration jobs run on the central
database by the Unified ICM/Unified CCE software.
Logger_Meters, on page 279 contains performance information about the Logger process.
Logger_Type, on page 280 specifies the type of Logger (that is, standard, Customer ICM (CICM)) , or Network
Applications Manager (NAM) and, if the Logger is a NAM Logger, whether or not the NAM is a slave NAM.
Next_Available_Number, on page 312 identifies the next available unique integer ID value for a specific
database table.
Recovery, on page 358 contains internal status about each table in the database.
Region_Info, on page 362 specifies which prefixes and regions are pre-defined by the Unified ICM/Unified
CCE software.
Rename, on page 370 is an internal table.
Version, on page 577 records the current versions of the Unified ICM/Unified CCE schema installed in the
central and local databases.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
665
 Database Rules
User Preferences Tables

User Preferences Tables

To see an illustration and a list of the User Preferences tables, see User Preferences, on page 614.
Tables in the User Preferences group are used to create custom tool sets and desktop appearances for users
of the system software.
The "Cfg" tables control the desktop settings, or appearance, of Configuration Manager tool, which allows
users to define desktop settings, and to view, edit, or delete the records of existing desktop settings.
Cfg_Mngr_App_Snapshot_State, on page 183 defines a specific state of the Unified ICM Configuration
Manager that a user has saved. Information from this table is used to reconstruct the Unified ICM Configuration
Manager state when the Administration & DataServer is restarted.
Cfg_Mngr_User_Desktop_Snap, on page 185 retains information on the current Configuration Manager state
for a particular user.
Cfg_Mngr_User_Menu, on page 187 holds information that describes the default and custom menus in use
for each user of the Configuration Manager.
Cfg_Mngr_View, on page 188 holds the information necessary to produce the tree view structure for multiple
default and custom menus within the Unified ICM Configuration Manager.
Cfg_Mngr_User_Settings, on page 187 holds specific Unified ICM Configuration Manager settings for each
user of the Configuration Manager tool. Each row in this table specifies the personal settings for one user (for
example, whether or not the user want to save the Configuration Manager desktop settings in place when
Configuration Manager is closed).
Cfg_Mngr_Globals, on page 184 contains a single record that stores version information about the menu system
that Unified ICM Configuration Manager is currently using.

VRU Micro-applications Tables

To see an illustration and a list of the VRU Micro-Applications tables, see VRU Micro-application, on page
615.
Vru_Currency, on page 579 contains a list of currencies supported by VRU micro-applications.
Vru_Defaults, on page 580 contains a single row of data that contains the default values for a particular VRU
micro-application.
Vru_Locale, on page 582 contains a list of locales (a locale is a combination of language and country) supported
by VRU micro-applications.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1)
666