Benutzerhandbuch für Cisco Cisco Administrative Workstation

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Inhaltsverzeichnis

Title
1
Contents
3
About This Guide
11
- Purpose
  11
- Audience
  11
- Organization
  11
- Conventions
  12
- Obtaining Documentation
  12
  - World Wide Web
    12
  - Documentation CD-ROM
    12
  - Ordering Documentation
    13
  - Documentation Feedback
    13
- Obtaining Technical Assistance
  13
  - Cisco.com
    13
  - Technical Assistance Center
    14
Introduction
17
- The ICM Databases
  18
- General Concepts
  19
- Major Tables
  23
- Real-time and Historical Data
  33
- Call Detail Data
  33
Table Details
35
- Admin_Script_Schedule_Map Table
  35
- Agent Table
  37
- Agent_Desk_Settings Table
  38
- Agent_Distribution Table
  42
- Agent_Half_Hour Table
  42
- Agent_Logout Table
  43
- Agent_Real_Time Table
  44
- Agent_Skill_Group_Half_Hour Table
  46
- Agent_Skill_Group_Logout Table
  57
- Agent_Skill_Group_Real_Time Table
  58
- Agent_State_Trace Table
  59
- Agent_Team Table
  60
- Agent_Team_Member Table
  61
- Agent_Team_Supervisor Table
  62
- Announcement Table
  62
- Application_Event Table
  63
- Application_Gateway Table
  64
- Application_Gateway_Connection Table
  66
- Application_Gateway_Globals Table
  67
- Application_Gateway_Half_Hour Table
  69
- Application_Instance Table
  70
- Application_Path Table
  71
- Application_Path_Member Table
  72
- Application_Path_Real_Time Table
  72
- AWControl Table
  73
- Blended_Agent_Options Table
  74
- Business_Entity Table
  75
- Call_Type Table
  75
- Call_Type_Half_Hour Table
  76
- Call_Type_Map Table
  79
- Call_Type_Real_Time Table
  80
- Campaign Table
  86
- Campaign_Query_Rule Table
  91
- Campaign_Query_Rule_Half_Hour Table
  92
- Campaign_Query_Rule_Real_Time
  93
- Campaign_Skill_Group Table
  94
- Campaign_Target_Sequence Table
  95
- Cfg_Mngr_App_Snapshot_State Table
  95
- Cfg_Mngr_Globals Table
  96
- Cfg_Mngr_User_Desktop_Snap Table
  96
- Cfg_Mngr_User_Menu Table
  97
- Cfg_Mngr_User_Settings Table
  98
- Cfg_Mngr_View Table
  98
- Class_Access_Xref Table
  99
- Class_List Table
  99
- Class_Security Table
  100
- ClassID_To_ObjectType Table
  100
- Config_Message_Log Table
  101
- Controller_Time Table
  101
- Customer_Definition Table
  102
- Customer_Options Table
  102
- Default_Call_Type Table
  103
- Device_Target Table
  103
- Dialer Table
  104
- Dialer_Half_Hour Table
  106
- Dialer_Port_Map Table
  107
- Dialer_Port_Real_Time Table
  107
- Dialer_Real_Time Table
  108
- Dial_Number_Plan Table
  109
- Dialed_Number Table
  110
- Dialed_Number_Label Table
  111
- Dialed_Number_Map Table
  111
- Enterprise_Agent_Group Table
  112
- Enterprise_Agent_Group_Member Table
  113
- Enterprise_Route Table
  113
- Enterprise_Route_Member Table
  114
- Enterprise_Service Table
  114
- Enterprise_Service_Member Table
  115
- Enterprise_Skill_Group Table
  115
- Enterprise_Skill_Group_Member Table
  116
- Event Table
  116
- Expanded_Call_Variable Table
  118
- Feature_Control_Set Table
  119
- Galaxy_Agent_Call_Count Table
  119
- Galaxy_Agent_Igroup Table
  121
- Galaxy_Agent_Performance Table
  123
- Galaxy_Alarm Table
  125
- Galaxy_DNIS Table
  125
- Galaxy_Gate Table
  126
- Galaxy_Gate_Delayed_Call Table
  130
- Galaxy_Overflow Table
  132
- Galaxy_PBX Table
  136
- Galaxy_Single_Trunk Table
  137
- Galaxy_Transaction_Code Table
  139
- Galaxy_Trunk_Call_Count Table
  139
- Galaxy_Trunk_IGroup Table
  140
- Group_Security_Control Table
  142
- Logger_Admin Table
  143
- ICR_Globals Table
  143
- ICR_Instance Table
  146
- ICR_Locks Table
  146
- ICR_Node Table
  147
- ICR_View Table
  148
- Ids Table
  149
- Import_Log Table
  149
- Import_Rule Table
  150
- Import_Rule_Clause Table
  153
- Import_Rule_History Table
  153
- Import_Rule_Real_Time Table
  154
- Import_Schedule Table
  155
- Label Table
  155
- Logger_Meters Table
  156
- Logger_Type Table
  158
- Logical_Interface_Controller Table
  158
- Master_Script Table
  159
- Media_Class Table
  160
- Media_Routing_Domain Table
  161
- Network_Event_Detail Table
  163
- Network_Target Table
  164
- Network_Trunk_Group Table
  165
- Network_Trunk_Group_Half_Hour Table
  166
- Network_Trunk_Group_Real_Time Table
  167
- Network_Vru Table
  168
- Network_Vru_Script Table
  169
- Next_Available_Number Table
  170
- Object_Access_Xref Table
  170
- Object_List Table
  170
- Object_Security Table
  171
- Peripheral Table
  171
- Peripheral_Default_Route Table
  175
- Peripheral_Half_Hour Table
  175
- Peripheral_Monitor Table
  177
- Peripheral_Real_Time Table
  178
- Peripheral_Target Table
  180
- Persistent_Variable Table
  181
- Person Table
  181
- Physical_Controller_Half_Hour Table
  182
- Physical_Interface_Controller Table
  183
- Query_Rule Table
  184
- Query_Rule_Clause Table
  185
- Recovery Table
  185
- Recurring_Schedule_Map Table
  186
- Region Table
  188
- Region_Info Table
  188
- Region_Member Table
  189
- Region_Prefix Table
  189
- Region_View Table
  190
- Region_View_Member Table
  190
- Route Table
  191
- Route_Call_Detail Table
  192
- Route_Call_Variable Table
  196
- Route_Five_Minute Table
  197
- Route_Half_Hour Table
  200
- Route_Real_Time Table
  204
- Routing_Client Table
  210
- Routing_Client_Five_Minute Table
  213
- Schedule Table
  217
- Schedule_Import Table
  219
- Schedule_Import_Real_Time Table
  220
- Schedule_Map Table
  222
- Schedule_Report Table
  222
- Schedule_Report_Input Table
  223
- Schedule_Source Table
  225
- Scheduled_Target Table
  225
- Scheduled_Target_Real_Time Table
  226
- Script Table
  227
- Script_Cross_Reference Table
  228
- Script_Data Table
  229
- Script_Five_Minute Table
  230
- Script_Print_Control Table
  231
- Script_Queue_Real_Time Table
  231
- Script_Real_Time Table
  232
- Script_Table Table
  232
- Script_Table_Column Table
  233
- Sec_Group Table
  234
- Sec_User Table
  234
- Service Table
  235
- Service_Array Table
  237
- Service_Array_Member Table
  238
- Service_Five_Minute Table
  238
- Service_Half_Hour Table
  241
- Service_Level_Threshold Table
  250
- Service_Member Table
  250
- Service_Real_Time Table
  251
- Skill_Group Table
  267
- Skill_Group_Five_Minute Table
  269
- Skill_Group_Half_Hour Table
  272
- Skill_Group_Member Table
  285
- Skill_Group_Real_Time Table
  286
- Skill_Target Table
  294
- Termination_Call_Detail Table
  295
- Termination_Call_Variable Table
  313
- Translation_Route Table
  313
- Trunk Table
  314
- Trunk_Group Table
  315
- Trunk_Group_Five_Minute Table
  316
- Trunk_Group_Half_Hour Table
  317
- Trunk_Group_Real_Time Table
  318
- User_Formula Table
  319
- User_Formula_Equation Table
  320
- User_Group Table
  320
- User_Group_Member Table
  321
- User_Security_Control Table
  322
- User_Supervisor_Map Table
  322
- User_Variable Table
  323
- Version Table
  325
- View_Column Table
  325
- VRU_Currency Table
  326
- VRU_Defaults Table
  327
- VRU_Locale Table
  328
- VRU_Port_Map Table
  329
Field Values
331
- AgentState
  331
- Access Levels
  332
- Object Types
  332
- Admin_Script_Schedule_Map Fields
  333
- Customer_Options Fields
  334
- Dialed_Number_Map Fields
  334
- Event Fields
  335
- ICR_Locks Fields
  335
- Label Fields
  336
- Logical_Interface_Controller Fields
  336
- Network_Vru Fields
  338
- Peripheral Fields
  338
- Recurring_Schedule_Map
  338
- Route_Call_Detail Fields
  338
- Script_Cross_Reference Fields
  339
- Service Fields
  341
- Schedule_Report_Input Fields
  342
- Service_Real_Time Fields
  342
- Skill_Target Fields
  342
- Termination_Call_Detail Fields
  342
- User_Variable Fields
  347
Index
349
- A
  349
- B
  355
- C
  356
- D
  362
- E
  367
- F
  369
- G
  370
- H
  371
- I
  373
- K
  374
- L
  375
- M
  377
- N
  378
- O
  380
- P
  382
- Q
  386
- R
  387
- S
  391
- T
  398
- U
  402
- V
  402
- W
  403

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Inhaltsverzeichnis

Contents
3
About This Guide
11
- Purpose
  11
- Audience
  11
- Organization
  11
- Conventions
  12
- Other Publications
  12
- Obtaining Documentation
  12
  - World Wide Web
    12
  - Documentation CD-ROM
    13
  - Ordering Documentation
    13
  - Documentation Feedback
    13
- Obtaining Technical Assistance
  13
  - Cisco.com
    14
  - Technical Assistance Center
    14
    - Cisco TAC Web Site
      14
    - Cisco TAC Escalation Center
      15
Chapter 1: Introduction
17
- The ICM Databases
  17
- General Concepts
  18
  - Tables, Columns, and Rows
    18
  - Table Relationships
    18
  - Key Fields
    20
  - Reserved Fields
    21
  - Data Types
    22
- Major Tables
  23
  - Blended Agent
    23
  - Device Data
    25
  - Skill Target Data
    26
  - Enterprise Data
    27
  - Media Routing
    28
  - Script Data
    29
  - Script Detail
    30
  - Route Data
    31
- Real-time and Historical Data
  32
  - Call Detail Data
    32
Chapter 2: Table Details
33
- Admin_Script_Schedule_Map Table
  33
- Agent Table
  36
- Agent_Desk_Settings Table
  38
- Agent_Distribution Table
  41
- Agent_Event_Detail Table
  43
- Agent_Half_Hour Table
  45
- Agent_Logout Table
  47
- Agent_Real_Time Table
  48
- Agent_Skill_Group_Half_Hour Table
  53
- Agent_Skill_Group_Logout Table
  69
- Agent_Skill_Group_Real_Time Table
  70
- Agent_State_Trace Table
  72
- Agent_Team Table
  75
- Agent_Team_Member Table
  76
- Agent_Team_Supervisor Table
  77
- Announcement Table
  78
- Application_Event Table
  79
- Application_Gateway Table
  81
- Application_Gateway_Connection Table
  83
- Application_Gateway_Globals Table
  85
- Application_Gateway_Half_Hour Table
  87
- Application_Instance Table
  89
- Application_Path Table
  90
- Application_Path_Member Table
  91
- Application_Path_Real_Time Table
  92
- AWControl Table
  93
- Blended_Agent_Options Table
  94
- Bucket_Intervals Table
  95
- Business_Entity Table
  97
- Call_Type Table
  98
- Call_Type_Half_Hour Table
  100
- Call_Type_Map Table
  113
- Call_Type_Real_Time Table
  114
- Campaign Table
  125
- Campaign_Query_Rule Table
  129
- Campaign_Query_Rule_Half_Hour Table
  131
- Campaign_Query_Rule_Real_Time Table
  134
- Campaign_Skill_Group Table
  136
- Campaign_Target_Sequence Table
  138
- Cfg_Mngr_App_Snapshot_State Table
  139
- Cfg_Mngr_Globals Table
  140
- Cfg_Mngr_User_Desktop_Snap Table
  141
- Cfg_Mngr_User_Menu Table
  143
- Cfg_Mngr_User_Settings Table
  144
- Cfg_Mngr_View Table
  145
- Class_Access_Xref Table
  146
- Class_List Table
  147
- Class_Security Table
  148
- ClassID_To_ObjectType Table
  149
- Config_Message_Log Table
  150
- Controller_Time Table
  150
- Customer_Definition Table
  151
- Customer_Options Table
  152
- Default_Call_Type Table
  153
- Device_Target Table
  154
- Dialed_Number Table
  156
- Dialed_Number_Label Table
  158
- Dialed_Number_Map Table
  159
- Dial_Number_Plan Table
  161
- Dialer Table
  163
- Dialer_Half_Hour Table
  165
- Dialer_Port_Map Table
  167
- Dialer_Port_Real_Time Table
  168
- Dialer_Real_Time Table
  169
- Enterprise_Agent_Group Table
  170
- Enterprise_Agent_Group_Member Table
  171
- Enterprise_Route Table
  172
- Enterprise_Route_Member Table
  173
- Enterprise_Service Table
  174
- Enterprise_Service_Member Table
  175
- Enterprise_Skill_Group Table
  176
- Enterprise_Skill_Group_Member Table
  177
- Event Table
  178
- Expanded_Call_Variable Table
  180
- Feature_Control_Set Table
  181
- Galaxy_Agent_Call_Count Table
  182
- Galaxy_Agent_Igroup Table
  184
- Galaxy_Agent_Performance Table
  186
- Galaxy_Alarm Table
  189
- Galaxy_DNIS Table
  190
- Galaxy_Gate Table
  192
- Galaxy_Gate_Delayed_Call Table
  196
- Galaxy_Overflow Table
  199
- Galaxy_PBX Table
  203
- Galaxy_Single_Trunk Table
  205
- Galaxy_Transaction_Code Table
  207
- Galaxy_Trunk_Call_Count Table
  208
- Galaxy_Trunk_IGroup Table
  210
- Group_Security_Control Table
  212
- ICR_Globals Table
  213
- ICR_Instance Table
  216
- ICR_Locks Table
  217
- ICR_Node Table
  218
- ICR_View Table
  219
- Ids Table
  220
- Import_Log Table
  221
- Import_Rule Table
  222
- Import_Rule_Clause Table
  225
- Import_Rule_History Table
  226
- Import_Rule_Real_Time Table
  227
- Import_Schedule Table
  228
- Label Table
  229
- Logger_Admin Table
  231
- Logger_Meters Table
  232
- Logger_Type Table
  233
- Logical_Interface_Controller Table
  234
- Master_Script Table
  236
- Media_Class Table
  238
- Media_Routing_Domain Table
  239
- Network_Event_Detail Table
  241
- Network_Target Table
  243
- Network_Trunk_Group Table
  244
- Network_Trunk_Group_Half_Hour Table
  245
- Network_Trunk_Group_Real_Time Table
  247
- Network_Vru Table
  249
- Network_Vru_Script Table
  250
- Next_Available_Number Table
  252
- Object_Access_Xref Table
  253
- Object_List Table
  254
- Object_Security Table
  255
- Peripheral Table
  256
- Peripheral_Default_Route Table
  261
- Peripheral_Half_Hour Table
  262
- Peripheral_Monitor Table
  264
- Peripheral_Real_Time Table
  266
- Peripheral_Target Table
  271
- Persistent_Variable Table
  272
- Person Table
  273
- Physical_Controller_Half_Hour Table
  274
- Physical_Interface_Controller Table
  275
- Query_Rule Table
  276
- Query_Rule_Clause Table
  277
- Reason_Code Table
  278
- Recovery Table
  279
- Recurring_Schedule_Map Table
  280
- Region Table
  282
- Region_Info Table
  283
- Region_Member Table
  283
- Region_Prefix Table
  284
- Region_View Table
  285
- Region_View_Member Table
  286
- Rename Table
  287
- Route Table
  288
- Route_Call_Detail Table
  290
- Route_Call_Variable Table
  297
- Route_Five_Minute Table
  298
- Route_Half_Hour Table
  301
- Route_Real_Time Table
  306
- Routing_Client Table
  310
- Routing_Client_Five_Minute Table
  313
- Schedule Table
  318
- Schedule_Import Table
  320
- Schedule_Import_Real_Time Table
  322
- Schedule_Map Table
  324
- Schedule_Report Table
  325
- Schedule_Report_Input Table
  327
- Schedule_Source Table
  330
- Scheduled_Target Table
  331
- Scheduled_Target_Real_Time Table
  332
- Script Table
  333
- Script_Cross_Reference Table
  335
- Script_Data Table
  337
- Script_Five_Minute Table
  338
- Script_Print_Control Table
  339
- Script_Queue_Real_Time Table
  340
- Script_Real_Time Table
  341
- Script_Table Table
  342
- Script_Table_Column Table
  343
- Sec_Group Table
  344
- Sec_User Table
  345
- Service Table
  346
- Service_Array Table
  349
- Service_Array_Member Table
  350
- Service_Five_Minute Table
  351
- Service_Half_Hour Table
  355
- Service_Level_Threshold Table
  365
- Service_Member Table
  366
- Service_Real_Time Table
  367
- Shift Table
  385
- Skill_Group Table
  386
- Skill_Group_Five_Minute Table
  389
- Skill_Group_Half_Hour Table
  393
- Skill_Group_Member Table
  409
- Skill_Group_Real_Time Table
  411
- Skill_Target Table
  423
- Termination_Call_Detail Table
  424
- Termination_Call_Variable Table
  446
- Translation_Route Table
  447
- Trunk Table
  448
- Trunk_Group Table
  449
- Trunk_Group_Five_Minute Table
  451
- Trunk_Group_Half_Hour Table
  452
- Trunk_Group_Real_Time Table
  454
- User_Formula Table
  456
- User_Formula_Equation Table
  457
- User_Group Table
  458
- User_Group_Member Table
  459
- User_Security_Control Table
  460
- User_Supervisor_Map Table
  461
- User_Variable Table
  462
- Version Table
  464
- View_Column Table
  464
- VRU_Currency Table
  466
- VRU_Defaults Table
  467
- VRU_Locale Table
  469
- VRU_Port_Map Table
  470
Chapter 3: Field Values
471
- AgentState
  471
- Access Levels
  472
- Object Types
  472
- Admin_Script_Schedule_Map Fields
  473
- Customer_Options Fields
  474
- Dialed_Number_Map Fields
  475
- Event Fields
  475
- ICR_Locks Fields
  476
- Label Fields
  476
- Logical_Interface_Controller Fields
  477
- Network_Vru Fields
  478
- Peripheral Fields
  479
- Recurring_Schedule_Map
  479
- Route_Call_Detail Fields
  479
- Script_Cross_Reference Fields
  480
- Service Fields
  482
- Schedule_Report_Input Fields
  482
- Service_Real_Time Fields
  483
- Skill_Target Fields
  483
- Termination_Call_Detail Fields
  483
- User_Variable Fields
  488
Index
489

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Cover Page
1
Table of Contents
3
List of Figures
10
Preface
11
- Purpose
  11
- Audience
  11
- Organization
  11
- Related Documentation
  12
- Related Documentation
  12
- Product Naming Conventions
  13
- Conventions
  13
- Obtaining Documentation and Submitting a Service Request
  14
- Documentation Feedback
  15
Chapter 1: Introduction
17
- The ICM/IPCC Databases
  17
- General Concepts
  18
  - Tables, Columns, and Rows
    18
  - Table Relationships
    18
  - Key Fields
    19
  - Reserved Fields
    20
  - Field Applicability
    20
  - Data Types
    20
  - Partitioning
    21
- Real-time and Historical Data
  21
  - Call Detail Data
    22
Chapter 2: All Tables
23
- All Tables in Alphabetical Order
  23
  - Admin_Script_Schedule_Map Table
    23
  - Agent Table
    25
  - Agent_Desk_Settings Table
    27
  - Agent_Distribution Table
    32
  - Agent_Event_Detail Table
    33
  - Agent_Half_Hour Table
    34
  - Agent_Logout Table
    38
  - Agent_Real_Time Table
    39
  - Agent_Skill_Group_Half_Hour Table
    44
  - Agent_Skill_Group_Logout Table
    57
  - Agent_Skill_Group_Real_Time Table
    58
  - Agent_State_Trace Table
    59
  - Agent_Targeting_Rule Table
    62
  - Agent_Targeting_Rule_Member Table
    64
  - Agent_Targeting_Rule_Range Table
    64
  - Agent_Team Table
    65
  - Agent_Team_Member Table
    66
  - Agent_Team_Supervisor Table
    67
  - Announcement Table
    67
  - Application_Event Table
    68
  - Application_Gateway Table
    70
  - Application_Gateway_Connection Table
    71
  - Application_Gateway_Globals Table
    73
  - Application_Gateway_Half_Hour Table
    75
  - Application_Instance Table
    76
  - Application_Path Table
    77
  - Application_Path_Member Table
    78
  - Application_Path_Real_Time Table
    79
  - AWControl Table
    80
  - Blended_Agent_Options Table
    81
  - Bucket_Intervals Table
    82
  - Business_Entity Table
    83
  - Call_Type Table
    84
  - Call_Type_Half_Hour Table
    86
  - Call_Type_Map Table
    110
  - Call_Type_Real_Time Table
    111
  - Campaign Table
    135
  - Campaign_Query_Rule Table
    141
  - Campaign_Query_Rule_Half_Hour Table
    144
  - Campaign_Query_Rule_Real_Time Table
    147
  - Campaign_Skill_Group Table
    149
  - Campaign_Target_Sequence Table
    151
  - Cfg_Mngr_App_Snapshot_State Table
    152
  - Cfg_Mngr_Globals Table
    154
  - Cfg_Mngr_User_Desktop_Snap Table
    154
  - Cfg_Mngr_User_Menu Table
    156
  - Cfg_Mngr_User_Settings Table
    156
  - Cfg_Mngr_View Table
    157
  - Class_Access_Xref Table
    158
  - Class_List Table
    159
  - Class_Security Table
    159
  - ClassID_To_ObjectType Table
    160
  - Configuration_Limit Table
    161
  - Config_Message_Log Table
    162
  - Controller_Time Table
    162
  - Customer_Definition Table
    163
  - Customer_Options Table
    164
  - Default_Call_Type Table
    164
  - Device_Target Table
    165
  - Dialed_Number Table
    166
  - Dialed_Number_Label Table
    168
  - Dialed_Number_Map Table
    168
  - Dial_Number_Plan Table
    170
  - Dialer Table
    171
  - Dialer_Detail Table
    173
  - Dialer_Half_Hour Table
    176
  - Dialer_Port_Map Table
    179
  - Dialer_Port_Real_Time Table
    180
  - Dialer_Real_Time Table
    181
  - Enterprise_Route Table
    183
  - Enterprise_Route_Member Table
    184
  - Enterprise_Service Table
    185
  - Enterprise_Service_Member Table
    185
  - Enterprise_Skill_Group Table
    186
  - Enterprise_Skill_Group_Member Table
    187
  - Event Table
    187
  - Expanded_Call_Variable Table
    189
  - Feature_Control_Set Table
    191
  - Galaxy_Agent_Call_Count Table
    192
  - Galaxy_Agent_IGroup Table
    193
  - Galaxy_Agent_Performance Table
    195
  - Galaxy_Alarm Table
    197
  - Galaxy_DNIS Table
    199
  - Galaxy_Gate Table
    200
  - Galaxy_Gate_Delayed_Call Table
    203
  - Galaxy_Overflow Table
    206
  - Galaxy_PBX Table
    210
  - Galaxy_Single_Trunk Table
    212
  - Galaxy_Transaction_Code Table
    213
  - Galaxy_Trunk_Call_Count Table
    214
  - Galaxy_Trunk_IGroup Table
    215
  - Group_Security_Control Table
    218
  - ICR_Globals Table
    219
  - ICR_Instance Table
    222
  - ICR_Locks Table
    223
  - ICR_Node Table
    224
  - ICR_View Table
    225
  - Ids Table
    226
  - Import_Log Table
    226
  - Import_Rule Table
    227
  - Import_Rule_Clause Table
    231
  - Import_Rule_History Table
    233
  - Import_Rule_Real_Time Table
    234
  - Import_Schedule Table
    235
  - Label Table
    236
  - Logger_Admin Table
    237
  - Logger_Meters Table
    238
  - Logger_Type Table
    239
  - Logical_Interface_Controller Table
    240
  - Machine_Info
    241
  - Master_Script Table
    242
  - Media_Class Table
    243
  - Media_Routing_Domain Table
    244
  - Network_Event_Detail Table
    247
  - Network_Target Table
    248
  - Network_Trunk_Group Table
    249
  - Network_Trunk_Group_Half_Hour Table
    250
  - Network_Trunk_Group_Real_Time Table
    252
  - Network_Vru Table
    254
  - Network_Vru_Bank Table
    255
  - Network_Vru_Script Table
    256
  - Next_Available_Number Table
    257
  - Object_Access_Xref Table
    257
  - Object_List Table
    258
  - Object_Security Table
    259
  - Peripheral Table
    260
  - Peripheral_Default_Route Table
    263
  - Peripheral_Half_Hour Table
    264
  - Peripheral_Monitor Table
    266
  - Peripheral_Real_Time Table
    267
  - Peripheral_Target Table
    271
  - Persistent_Variable Table
    272
  - Person Table
    273
  - Physical_Controller_Half_Hour Table
    274
  - Physical_Interface_Controller Table
    275
  - Query_Rule Table
    276
  - Query_Rule_Clause Table
    278
  - Reason_Code Table
    279
  - Recovery Table
    280
  - Recurring_Schedule_Map Table
    280
  - Region Table
    282
  - Region_Info Table
    283
  - Region_Member Table
    284
  - Region_Prefix Table
    284
  - Region_View Table
    285
  - Region_View_Member Table
    286
  - Rename Table
    287
  - Route Table
    287
  - Route_Call_Detail Table
    288
  - Route_Call_Variable Table
    293
  - Route_Five_Minute Table
    295
  - Route_Half_Hour Table
    298
  - Route_Real_Time Table
    302
  - Routing_Client Table
    307
  - Routing_Client_Five_Minute Table
    309
  - Schedule Table
    315
  - Schedule_Import Table
    317
  - Schedule_Import_Real_Time Table
    319
  - Schedule_Map Table
    322
  - Schedule_Report Table
    322
  - Schedule_Report_Input Table
    324
  - Schedule_Source Table
    324
  - Scheduled_Target Table
    325
  - Scheduled_Target_Real_Time Table
    326
  - Script Table
    327
  - Script_Cross_Reference Table
    328
  - Script_Data Table
    329
  - Script_Five_Minute Table
    330
  - Script_Print_Control Table
    331
  - Script_Queue_Real_Time Table
    331
  - Script_Real_Time Table
    332
  - Script_Table Table
    333
  - Script_Table_Column Table
    334
  - Sec_Group Table
    334
  - Sec_User Table
    335
  - Service Table
    335
  - Service_Array Table
    338
  - Service_Array_Member Table
    339
  - Service_Five_Minute Table
    340
  - Service_Half_Hour Table
    344
  - Service_Level_Threshold Table
    356
  - Service_Member Table
    357
  - Service_Real_Time Table
    357
  - Shift Table
    374
  - Skill_Group Table
    374
  - Skill_Group_Five_Minute Table
    378
  - Skill_Group_Half_Hour Table
    381
  - Skill_Group_Member Table
    402
  - Skill_Group_Real_Time Table
    402
  - Skill_Target Table
    416
  - Termination_Call_Detail Table
    417
  - Termination_Call_Variable Table
    427
  - Translation_Route Table
    428
  - Trunk Table
    429
  - Trunk_Group Table
    430
  - Trunk_Group_Five_Minute Table
    431
  - Trunk_Group_Half_Hour Table
    432
  - Trunk_Group_Real_Time Table
    434
  - User_Formula Table
    436
  - User_Formula_Equation Table
    436
  - User_Group Table
    437
  - User_Group_Member Table
    439
  - User_Security_Control Table
    439
  - User_Supervisor_Map Table
    440
  - User_Variable Table
    441
  - Version Table
    442
  - View_Column Table
    443
  - Vru_Currency Table
    444
  - Vru_Defaults Table
    445
  - Vru_Locale Table
    447
  - Vru_Port_Map Table
    447
Chapter 3: Tables by Group
449
- Overview
  449
- Blended Agent (Outbound Option)
  449
- Device
  451
  - Peripheral Detail
    452
  - Trunk Group Detail
    453
- Enterprise
  453
- Galaxy
  455
- Media Routing
  456
- Route
  457
- Schedule
  460
- Script
  461
  - Call Type Detail
    463
  - Region Detail
    463
  - Script Detail
    464
- Security
  465
- Skill Target
  466
  - Agent Detail
    468
  - Service Detail
    468
  - Skill Group Detail
    469
- System
  470
- User Preferences
  472
- VRU Micro-Application
  473
- Tables Reserved for Future Use
  473
Chapter 4: Field Values
475
- Access Levels
  475
- AgentState
  475
- Application Gateway: Fault Tolerance
  476
- Client Type
  477
- Customer Options Type
  479
- Days
  480
- Dialed Number Map: ANIWildCardType
  481
- Dialer Detail: CallResult
  481
- Dialer Detail: CallResultDetail
  482
- Dialer Detail: CallStatusZone
  483
- Dialer Detail: DialingMode
  484
- Event Fields
  484
- Galaxy Fields
  485
- ICR Locks Fields
  487
- LabelType Fields
  488
- Logical Interface Controller Fields
  488
- Network Vru Type
  490
- Port Status
  491
- Route Call Detail Fields
  491
- Object Types: Security
  493
- Object Types: User Variable
  494
- Peripheral Real Time Status Field
  496
- Service Fields
  497
- Service Real Time: Service Mode Indicator Field
  498
- Target Types: Script Cross Reference and Scheduled Report Input
  499
- Termination Call Detail: Call Disposition and CallDispositionFlag Fields
  501
- Termination Call Detail: Peripheral Call Type
  509
- Trunk Type
  512
Chapter 5: Database Rules
513
Chapter 6: ICM/IPCC Database Troubleshooting
525
Glossary
533
Database Field Name Index
545

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Cisco ICM Enterprise Edition Pre-installation Planning Guide
1
contents
3
About This Guide
11
- Objective
  11
- Audience
  11
- Organization
  12
- Conventions
  14
- Other Publications
  14
- Obtaining Documentation
  14
  - Cisco.com
    15
  - Ordering Documentation
    15
- Documentation Feedback
  15
- Obtaining Technical Assistance
  16
- Obtaining Additional Publications and Information
  18
Pre-installation Planning Overview
21
- The Planning Process
  21
ICM Enterprise Edition Overview
25
- How the ICM Software Works
  25
  - ICM Call Routing
    26
    - Pre-Routing
      27
    - The IXC Network
      27
    - Route Requests
      27
    - Route Responses
      27
    - ACDs
      27
    - Peripheral Gateway
      28
    - Post-Routing
      28
    - CTI Server
      28
    - Monitoring and Reporting
      28
    - Admin Workstation
      29
- ICM System Components and Processes
  29
  - CallRouter
    29
  - Logger
    29
  - Network Interface Controller (NIC)
    29
  - Peripheral Gateways
    30
  - Admin Workstations
    31
  - Historical Data Server
    31
  - WebView
    32
- ICM Options and Related Products
  32
  - Pre-Routing
    33
  - Post-Routing
    35
  - Pre- and Post-Routing Systems
    36
  - Computer Telephony Integration (CTI)
    36
    - CTI Server
      36
    - Cisco CTI Object Server (CTI OS)
      37
  - IVR Interface
    37
  - ICM Application Gateway
    38
  - ICM Gateway SQL
    39
  - Internet Script Editor
    40
  - WebView
    40
  - ICM Multichannel Software
    40
  - IP Contact Center (IPCC)
    41
IXC Overview
43
- ICM Software and IXC Interaction
  43
  - Toll-Free Caller
    45
  - LEC-to-IXC
    45
  - Network Query
    45
  - ICM NIC
    45
  - NIC-to-CallRouter
    45
  - Best Destination Returned
    45
  - IXC Network
    46
  - Connecting the Call
    46
- Carrier Connections
  46
- Applying Fault Tolerance in NICs
  46
  - Goals for NIC Fault Tolerance
    47
  - Link Redundancy
    47
  - Route Diversity
    48
Switch Overview
51
- PG-to-Peripheral Connections
  51
- Supported ACD Switches
  55
Peripheral Gateway Configurations
57
CTI Planning
65
IVR Planning
79
- Reviewing IVR Configuration Options
  79
ICM Application Gateway and ICM Gateway SQL Planning
91
- ICM Application Gateway Planning
  91
  - Preparing the Host System
    92
  - Fault Tolerance
    92
- ICM Gateway SQL Planning
  92
ICM Product Options
97
Planning for ICM Platforms
99
- Determining the Number of PCs Required
  99
- ICM Platform Considerations
  100
  - Processor Utilization
    102
  - Paging Requirements
    102
  - Logger Expansion
    102
- Planning for Distributor AWs
  103
  - Distributors and Admin Sites
    104
  - Distributor and Client AW Requirements
    105
- Planning for Historical Data Servers
  105
  - HDS Advantages
    107
Determining the Datacom Requirements
109
- ICM Sites
  110
- The ICM Networks
  110
  - Private and Visible WAN Links
    113
  - Signaling Access Networking
    114
  - Local Area Networks
    114
  - Network Bandwidth Requirements
    114
  - Network Latency Requirements
    116
  - Heartbeat Detection
    116
  - Synchronization
    118
  - State Transfer
    119
  - Diverse Facilities
    119
- Cisco ICM QoS
  120
- Active Directory Model
  128
- TCP/IP Configuration
  128
- Central Sites
  129
  - The Visible Network
    132
    - Visible IP Router Configuration
      132
  - The Private Network
    134
  - The Signaling Access Network
    135
  - The CallRouter Node
    136
    - Disabling Windows 2000 Networking
      138
  - The Logger Node
    139
  - Optional Database Server Platform
    142
  - ICM Network Gateway
    143
  - Admin Workstations at a Central Site
    144
  - Peripheral Gateways at a Central Site
    146
- Contact Center Sites
  147
  - Simplexed PG Site
    148
  - Duplexed PG Site
    150
  - Duplexed PG Site with Separate IVR LAN
    151
  - PG Network Configuration
    153
  - Contact Center IP Routers
    154
- Admin Sites
  155
Site Preparation
157
IP Address Worksheets
159
index
167
- Numerics
  167
- A
  167
- B
  167
- C
  167
- D
  168
- E
  169
- F
  169
- G
  169
- H
  169
- I
  169
- L
  170
- M
  170
- N
  170
- O
  171
- P
  171
- Q
  171
- R
  171
- S
  172
- T
  172
- U
  172
- V
  172
- W
  172

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