Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Table of Contents
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................2
Obtaining Documentation...........................................................................................................................3
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................2
Obtaining Documentation...........................................................................................................................3
Documentation Feedback...........................................................................................................................4
Product Alerts and Field Notices ...............................................................................................................5
Cisco Product Security Overview...............................................................................................................5
Product Alerts and Field Notices ...............................................................................................................5
Cisco Product Security Overview...............................................................................................................5
Cisco Technical Support & Documentation Website..............................................................................7
Submitting a Service Request...............................................................................................................7
Definitions of Service Request Severity.................................................................................................8
Submitting a Service Request...............................................................................................................7
Definitions of Service Request Severity.................................................................................................8
The ICM/IPCC Databases........................................................................................................................11
General Concepts.....................................................................................................................................12
General Concepts.....................................................................................................................................12
Tables, Columns, and Rows................................................................................................................12
Table Relationships..............................................................................................................................12
Key Fields............................................................................................................................................13
Reserved Fields...................................................................................................................................14
Field Applicability.................................................................................................................................14
Data Types...........................................................................................................................................14
Partitioning...........................................................................................................................................15
Table Relationships..............................................................................................................................12
Key Fields............................................................................................................................................13
Reserved Fields...................................................................................................................................14
Field Applicability.................................................................................................................................14
Data Types...........................................................................................................................................14
Partitioning...........................................................................................................................................15
Admin_Script_Schedule_Map Table....................................................................................................17
Agent Table..........................................................................................................................................19
Agent_Desk_Settings Table ................................................................................................................21
Agent_Distribution Table .....................................................................................................................26
Agent_Event_Detail Table ...................................................................................................................27
Agent_Half_Hour Table .......................................................................................................................28
Agent_Logout Table.............................................................................................................................31
Agent_Real_Time Table ......................................................................................................................32
Agent_Skill_Group_Half_Hour Table ..................................................................................................37
Agent_Skill_Group_Logout Table .......................................................................................................48
Agent_Skill_Group_Real_Time Table..................................................................................................49
Agent_State_Trace Table.....................................................................................................................50
Agent_Targeting_Rule Table................................................................................................................53
Agent_Targeting_Rule_Member Table.................................................................................................54
Agent Table..........................................................................................................................................19
Agent_Desk_Settings Table ................................................................................................................21
Agent_Distribution Table .....................................................................................................................26
Agent_Event_Detail Table ...................................................................................................................27
Agent_Half_Hour Table .......................................................................................................................28
Agent_Logout Table.............................................................................................................................31
Agent_Real_Time Table ......................................................................................................................32
Agent_Skill_Group_Half_Hour Table ..................................................................................................37
Agent_Skill_Group_Logout Table .......................................................................................................48
Agent_Skill_Group_Real_Time Table..................................................................................................49
Agent_State_Trace Table.....................................................................................................................50
Agent_Targeting_Rule Table................................................................................................................53
Agent_Targeting_Rule_Member Table.................................................................................................54
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.2(1)
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